公开(公告)号：US10785371B2

公开(公告)日：2020-09-22

申请号：US14976050

申请日：2015-12-21

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  David Skiba ,  John H. Yoakum

IPC: H04M3/00 ,  H04M3/51

Abstract: A method, a device and a system selects an optimal resource and/or channel. The device of a contact center receives transaction data and interaction data corresponding to a transaction between the contact center and a user device. The transaction data includes one of a current resource being utilized for the transaction or a current channel indicating a communication channel being utilized for the transaction. The interaction data corresponds to interaction information of the current resource and the user device. The device generates a current score value of the transaction based on the transaction data and the interaction data. The device determines one of a further resource or a further channel to be used for the transaction based on the current score value and a predictive model. The predictive model defines relations between score values with the resources or the channels.

公开(公告)号：US10079937B2

公开(公告)日：2018-09-18

申请号：US14287378

申请日：2014-05-27

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Tony McCormack

IPC: H04M3/51

CPC classification number: H04M3/5175

Abstract: A call manager for providing agent assistance in a contact center is disclosed. The call manager includes a monitoring module configured to monitor at least one conversation between a customer and an agent and to monitor one or more attributes of the agent. The call manager further includes a selection module configured to select one or more data items based on the at least one monitored conversation and the one or more monitored attributes of the agent. The call manager further includes a display module configured to display the one or more selected data items to the agent.

公开(公告)号：US09871923B2

公开(公告)日：2018-01-16

申请号：US14552596

申请日：2014-11-25

Applicant: Avaya Inc.

Inventor： James Hickey ,  Tony McCormack ,  Paul D'Arcy ,  Neil O'Connor

IPC: H04M3/00 ,  H04M3/523 ,  H04M5/00 ,  H04L12/66

CPC classification number: H04M3/523

Abstract: A computing system for managing a plurality of resources for one or more communication sessions in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of at least one communication session. The system further includes a database for storing one or more monitored parameters. The system further includes a calculation module for calculating a multiplicity value for each of the plurality of resources based on the stored parameters. The system further includes an allocation module for allocating the at least one communication session to at least one resource of the plurality of resources based on the calculated multiplicity value.

公开(公告)号：US09826095B2

公开(公告)日：2017-11-21

申请号：US14160781

申请日：2014-01-22

Applicant: Avaya Inc.

Inventor： Paul D'Arcy ,  Paul Denby ,  Tony McCormack

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/5141

Abstract: A multichannel routing system for multichannel routing administration is disclosed. The multichannel routing system includes a data mining module configured to gather a plurality of profiles of agents and a plurality of parameters associated with one or more incoming work items. The multichannel routing system further includes a monitor module configured to monitor current status of the agents and priority of the incoming work items. The multichannel routing system further includes an analysis module configured to generate a multiplicity configuration of the agents based on the monitored current status of the agents and the priority of the incoming work items. The multichannel routing system further includes an assignment module configured to assign a plurality of media channels to the agents based on the generated multiplicity configuration, wherein the assignment of the media channels enables the multichannel routing administration.

公开(公告)号：US09635061B2

公开(公告)日：2017-04-25

申请号：US13849516

申请日：2013-03-24

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Desmond Kirrane ,  Paul D'Arcy

IPC: G06F15/16 ,  H04L29/06

CPC classification number: H04L65/1006 ,  H04L65/1009 ,  H04L65/1069 ,  H04L65/1093 ,  H04L65/4038

Abstract: A conference handling system for an enterprise is provided. The conference handling system includes a status determining module for determining a status of a conference bridge. The conference handling system further includes a conferee routing module for routing a conferee into a session comprising an active session and a waiting session, based on the status of the conference bridge, the conferee routing module further determining a contextual status of the active session. The conference handling system further includes a conferee serving module for providing services to the conferee into the waiting session based on the contextual status of the active session. The conference handling system further includes a conferee inviting module for adding additional conferees with a specific profile in the waiting session and the active session based on absence of a conferee having a similar profile.

公开(公告)号：US09591134B2

公开(公告)日：2017-03-07

申请号：US14278690

申请日：2014-05-15

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Robert C. Steiner ,  John McGreevy ,  Tony McCormack

IPC: H04M3/51 ,  G06F17/30 ,  G06Q10/06

CPC classification number: H04M3/51 ,  G06F17/3053 ,  G06F17/30864 ,  G06Q10/063114 ,  H04M3/5175 ,  H04M3/5183

Abstract: A method and system for determining occupancy of an agent in a multimodal contact center are provided. The method includes monitoring, by a processor, a plurality of multimodal contacts simultaneously handled by an agent. For each contact of the plurality of multimodal contacts, a media capability of a contact may be determined and one or more parameters based on the media capability and the agent may be determined. A multimodal occupancy score for the agent based on the one or more parameters for each of the plurality of multimodal contacts.

Abstract translation: 提供一种用于确定多模式联络中心中的代理人的占用的方法和系统。 该方法包括由处理器监视由代理同时处理的多个多模式联系人。 对于多个多模式触点的每个触点，可以确定触点的媒体能力，并且可以确定基于媒体能力和代理的一个或多个参数。 基于用于多个多模式接触中的每一个的一个或多个参数的代理的多式联运占用得分。

公开(公告)号：US20160323210A1

公开(公告)日：2016-11-03

申请号：US14697787

申请日：2015-04-28

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Jeffrey D. Hodson ,  Tony McCormack

IPC: H04L12/58

CPC classification number: H04L51/04 ,  H04L29/08639 ,  H04L51/16 ,  H04L67/148

Abstract: An instant text message conductor is provided. A server device receives an instant text message from a user entity. The instant text message is addressed to a conductor entity. It is determined that a previous instant text message from the user entity was sent to a first potential responder entity. The instant text message is sent to the first potential responder entity. The server device determines that no response to the instant text message will be received from the first potential responder entity within a first period of time. A second potential responder entity is selected from a predetermined set of potential responder entities. The previous instant text message, a first response instant text message sent by the first potential responder entity in response to the previous instant text message, and the current instant text message are sent to the second potential responder entity.

Abstract translation: 提供即时短信息导体。 服务器设备从用户实体接收即时文本消息。 即时文本消息被发送到一个导体实体。 确定来自用户实体的先前即时文本消息被发送到第一潜在响应者实体。 即时文本消息被发送到第一潜在响应者实体。 服务器设备确定在第一时间段内不会从第一潜在响应者实体接收对即时文本消息的响应。 从预定的一组潜在响应者实体中选择第二潜在应答实体。 先前的即时文本消息，由第一潜在应答器实体响应于先前的即时文本消息发送的第一响应即时文本消息和当前即时文本消息被发送到第二潜在应答器实体。

公开(公告)号：US09473639B2

公开(公告)日：2016-10-18

申请号：US14533454

申请日：2014-11-05

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Joseph Smyth ,  Paul D'Arcy

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  G06F17/30

CPC classification number: H04M3/5233 ,  G06F17/30876 ,  H04M3/5175 ,  H04M2203/2038 ,  H04M2203/402

Abstract: A resource selection management computer system and method for selecting at least one agent for at least one communication session includes a monitoring module for monitoring one or more parameters of the at least one communication session involving the at least one agent; a database for storing the one or more monitored parameters; a computing module for computing at least one data value based on the one or more monitored parameters by using at least one fuzzy logic; a determination module for determining at least one attribute of the agent based on the at least one computed data value; and an agent selection module for selecting at least one agent based on the at least one determined attribute.

Abstract translation: 一种用于选择用于至少一个通信会话的至少一个代理的资源选择管理计算机系统和方法包括：监视模块，用于监视涉及所述至少一个代理的所述至少一个通信会话的一个或多个参数; 用于存储所述一个或多个被监视参数的数据库; 计算模块，用于通过使用至少一个模糊逻辑来基于所述一个或多个监视参数来计算至少一个数据值; 确定模块，用于基于所述至少一个计算的数据值来确定所述代理的至少一个属性; 以及用于基于所述至少一个确定的属性来选择至少一个代理的代理选择模块。

公开(公告)号：US20160212185A1

公开(公告)日：2016-07-21

申请号：US14872956

申请日：2015-10-01

Applicant: Avaya Inc.

Inventor： Parameshwaran Krishnan ,  Tony McCormack ,  Navjot Singh

IPC: H04L29/06 ,  H04L29/08

CPC classification number: H04L65/4015 ,  H04L65/1069 ,  H04L65/403 ,  H04L67/143

Abstract: A communication session is established with a contact center. The communication session includes a first concurrent communication session in a first communication medium and a second concurrent communication session in a second communication medium. The first communication medium and the second communication medium are different communication mediums. For example, the first concurrent communication session may be a voice communication session with a user and the second concurrent communication session may be multimedia communication session with the user. A task is identified that needs to be accomplished in the communication session (e.g., in one of first or second concurrent communication sessions). A determination is made if the first communication medium is an optimal communication medium for the task. In response to determining that the first communication medium is the optimal communication medium for the task, the first task is implemented in the first concurrent communication session.

Abstract translation: 与联络中心建立通信会议。 通信会话包括第一通信介质中的第一并发通信会话和第二通信介质中的第二并发通信会话。 第一通信介质和第二通信介质是不同的通信介质。 例如，第一并发通信会话可以是与用户的语音通信会话，并且第二并发通信会话可以是与用户的多媒体通信会话。 识别需要在通信会话中完成的任务（例如，在第一或第二并发通信会话中的一个中）。 如果第一通信介质是用于该任务的最佳通信介质，则确定。 响应于确定第一通信介质是用于任务的最佳通信介质，第一任务在第一并发通信会话中被实现。

公开(公告)号：US20160150085A1

公开(公告)日：2016-05-26

申请号：US14552729

申请日：2014-11-25

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Neil O'Connor ,  Martin McDonnell ,  Ciaran Agnew

IPC: H04M3/523

CPC classification number: H04M3/5232

Abstract: A computing system for managing a plurality of resources in an enterprise is disclosed. The computing system includes a monitoring one or more attributes of at least one communication session between at least one customer and at least one resource of the plurality of resources. The system further includes a database for storing the one or more monitored attributes. The system further includes a computing module for computing a contact time parameter for each of the at least one resource of the plurality of resources based on the one or more stored attributes. The system further includes an agent selection module for selecting at least one resource from the plurality of resources based on the computed contact time parameter. The system further includes a routing module for routing the at least one communication session to the at least one selected resource.

Abstract translation: 公开了一种用于管理企业中的多个资源的计算系统。 计算系统包括监视至少一个客户与多个资源中的至少一个资源之间的至少一个通信会话的一个或多个属性。 系统还包括用于存储一个或多个被监控属性的数据库。 所述系统还包括计算模块，用于基于所述一个或多个存储的属性来计算所述多个资源中的所述至少一个资源中的每一个的联系时间参数。 该系统还包括代理选择模块，用于基于所计算的联系时间参数从多个资源中选择至少一个资源。 所述系统还包括用于将所述至少一个通信会话路由到所述至少一个所选资源的路由模块。