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公开(公告)号：US20160381091A1
公开(公告)日：2016-12-29
申请号：US14752857
申请日：2015-06-27
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Joel M. Ezell , Seamus Hayes
IPC: H04L29/06
CPC classification number: H04L65/403 , H04L65/1083 , H04L65/1089 , H04L67/02
Abstract: A computing system for managing a multi-modal communication session in an enterprise is disclosed. The computing system includes a monitoring module for monitoring activities associated with the multi-modal communication session between a customer and an agent, wherein the customer and the agent communicate over a first communication modality. The system further includes an analysis module for analyzing the activities to initiate communication between the customer and the agent over a second communication modality within the multi-modal communication session, wherein the communication over the second communication modality operates along with the communication over the first communication modality. The system further includes a notification module for generating notifications for notifying information associated with the first communication modality, the second communication modality, or a combination thereof to a supervisor.
Abstract translation: 公开了一种用于在企业中管理多模式通信会话的计算系统。 计算系统包括用于监视与客户和代理之间的多模态通信会话相关联的活动的监视模块，其中客户和代理通过第一通信模式进行通信。 该系统还包括一个分析模块，用于通过多模式通信会话中的第二通信模式来分析在客户和代理之间发起通信的活动，其中通过第二通信模式的通信与通过第一通信的通信一起运行 模态 该系统还包括通知模块，用于产生通知，用于将与第一通信模式相关联的信息，第二通信模式或其组合通知给主管。
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72.发明授权System for optimizing the monetization of outgoing video sessions of a contact center 有权用于优化联络中心传出视频会话获利的系统公开(公告)号：US09503680B1
公开(公告)日：2016-11-22
申请号：US14757616
申请日：2015-12-23
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Liam Loftus , Paul D'Arcy , Paul Kelly , Sean Burke
CPC classification number: H04M3/5231 , G06Q30/00 , H04L12/1813 , H04L12/1822 , H04L51/10 , H04L65/602 , H04L65/608 , H04M3/5183 , H04M2203/252 , H04N7/147 , H04N7/152
Abstract: Providing a video session from an agent of a contact center includes initiating by a contact center server an interactive video session to a customer computer, the interactive video session comprising a first video stream transmitted to the customer computer and the first video stream having an image size. The interactive video session also includes inserting an agent video portion within the first video stream, the agent video portion occupying a first part of the image size; providing an agent computer with a script related to a subject of the interactive video session; and inserting an automation within the first video stream; the automation occupying a second part of the image size. Input is received from the customer computer interacting with the automation; and based on the input, the script provided to the agent computer is modified.
Abstract translation: 提供来自联络中心的代理的视频会话包括由联络中心服务器发起与客户计算机的交互式视频会话，该交互式视频会话包括发送到客户计算机的第一视频流和具有图像大小的第一视频流 。 交互式视频会话还包括在第一视频流内插入代理视频部分，代理视频部分占据图像大小的第一部分; 向代理计算机提供与所述交互式视频会话的主题相关的脚本; 以及在所述第一视频流内插入自动化; 自动化占据图像尺寸的第二部分。 从客户计算机接收到与自动化相互作用的输入; 并根据输入，修改提供给代理计算机的脚本。
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公开(公告)号：US20160295019A1
公开(公告)日：2016-10-06
申请号：US14674236
申请日：2015-03-31
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Tony McCormack , Dawid Nowak
CPC classification number: H04M3/5233 , G06Q10/06393 , H04M3/5175 , H04M2203/401 , H04M2203/402
Abstract: A predictive system for resource allocation in an enterprise is disclosed. The predictive system includes a database comprising one or more performance indicators for a plurality of resources, wherein the one or more performance indicators are associated with one or more work stages related to at least one communication session in the enterprise. The system further includes a monitoring module to monitor one or more parameters associated with the at least one communication session. The system further includes a determination module to generate at least one performance score for each of the plurality of resources based on the one or more monitored parameters and the one or more performance indicators. The system further includes a selection module to select the at least one resource from the plurality of resources based on the at least one generated performance score associated with the at least one selected resource.
Abstract translation: 披露了企业资源配置预测系统。 预测系统包括数据库，该数据库包括用于多个资源的一个或多个性能指示符，其中所述一个或多个性能指示符与与企业中的至少一个通信会话相关的一个或多个工作阶段相关联。 该系统还包括监视模块，用于监视与至少一个通信会话相关联的一个或多个参数。 所述系统还包括确定模块，用于基于所述一个或多个被监视的参数和所述一个或多个性能指标来为所述多个资源中的每个资源生成至少一个性能分数。 所述系统还包括选择模块，用于基于与所述至少一个所选择的资源相关联的所述至少一个生成的绩效评分从所述多个资源中选择所述至少一个资源。
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74.发明申请公开(公告)号：US20160269258A1
公开(公告)日：2016-09-15
申请号：US14642889
申请日：2015-03-10
Applicant: Avaya Inc.
Inventor： John McGreevy , Neil O'Connor , Tony McCormack
IPC: H04L12/26 , H04L12/911 , G06F17/30 , H04L29/08
CPC classification number: H04L43/0805 , G06Q10/10 , G06Q30/016 , H04L41/5006 , H04L45/70 , H04L47/70 , H04L47/822 , H04L67/14 , H04L67/42
Abstract: A computing system for managing at least one communication session in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters associated with the at least one communication session. The system further includes a resource selection module for selecting at least one resource from one or more resources in the enterprise, wherein the at least one resource is selected by polling the one or more resources to associate the one or more resources with the one or more parameters. The system further includes a database for storing the association of the one or more parameters with the at least one selected resource. 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至少一个通信会话的计算系统。 计算系统包括用于监视与至少一个通信会话相关联的一个或多个参数的监视模块。 所述系统还包括用于从所述企业中的一个或多个资源中选择至少一个资源的资源选择模块，其中，通过轮询所述一个或多个资源来选择所述至少一个资源以将所述一个或多个资源与所述一个或多个资源相关联 参数。 系统还包括用于存储一个或多个参数与至少一个所选资源的关联的数据库。 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。
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Patent Agency Ranking
公开(公告)号：US20150170236A1
公开(公告)日：2015-06-18
申请号：US14103972
申请日：2013-12-12
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Dawid Nowak , Tony McCormack
CPC classification number: G06Q30/0609 , H04L63/083
Abstract: A system for authenticating an agent-initiated interaction between a customer and an agent is provided. A secure code generation module to generate a first secure code for an agent-initiated interaction between a customer and an agent and to provide the first secure code to an agent device; and a secure code verification module to receive a second secure code from an authentication device, determine whether the second secure code corresponds to the first secure code, and to provide an indication that the second secure code corresponds to the first secure code based on the determination that the second secure code corresponds to the first secure code or provide an indication that the second secure code does not correspond to the first secure code based on the determination that the second secure code does not correspond to the first secure code is disclosed.
Abstract translation: 提供了一种用于认证客户和代理之间的代理发起的交互的系统。 一种安全代码生成模块，用于为客户和代理之间的代理发起的交互生成第一安全代码，并向代理设备提供第一安全代码; 以及安全代码验证模块，用于从认证设备接收第二安全代码，确定所述第二安全代码是否对应于所述第一安全代码，以及基于所述确定提供所述第二安全代码对应于所述第一安全代码的指示 所述第二安全码对应于所述第一安全码，或者基于所述第二安全码与所述第一安全码不对应的确定，提供所述第二安全码与所述第一安全码不对应的指示。
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76.发明申请公开(公告)号：US20150065215A1
公开(公告)日：2015-03-05
申请号：US14016173
申请日：2013-09-02
Applicant: Avaya Inc.
Inventor： Neil O'Connor
IPC: A63F13/00
CPC classification number: A63F13/00 , A63F13/355 , A63F13/61 , A63F13/792 , G06Q30/02
Abstract: A resource allocation system for optimizing the allocation of resources in electronic games is provided. The resource allocation system includes a consumer attribute collection module configured to collect one or more consumer attributes associated with a consumer of an electronic game. The resource allocation system includes a consumer profile compilation module configured to describe the consumer by the one or more consumer attributes to produce a consumer profile. The resource allocation system includes a resource allocation module configured to allocate a resource of the electronic game to the consumer based on the consumer profile and one or more strategy rules.
Abstract translation: 提供了一种用于优化电子游戏资源分配的资源分配系统。 资源分配系统包括消费者属性收集模块，其被配置为收集与电子游戏的消费者相关联的一个或多个消费者属性。 资源分配系统包括消费者简档编译模块，其被配置为通过一个或多个消费者属性描述消费者以产生消费者简档。 资源分配系统包括：资源分配模块，被配置为基于消费者简档和一个或多个策略规则向消费者分配电子游戏的资源。
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公开(公告)号：US20140358549A1
公开(公告)日：2014-12-04
申请号：US13908240
申请日：2013-06-03
Applicant: AVAYA INC.
Inventor： Neil O'Connor , Tony McCormack , Paul D'Arcy
CPC classification number: G06F9/44505 , G10L15/183 , H04M3/42136 , H04M3/493
Abstract: A configuration-file generation system for generating a configuration-file to configure an application for an enterprise is provided. The configuration-file generation system includes an IVR module for enabling a user to verbally interact with the configuration-file generation system. The configuration-file generation system further includes an analyzing module for analyzing and querying any information missed by the user. The configuration-file generation system further includes a suggestion module for searching and suggesting possible options corresponding to the missing information with the help of semantic web technology and with an experience database. The configuration-file generation system further includes a configuration-file generation module for generating a configuration-file based on available information received from the user. The configuration-file may then be passed to an application configuration module for configuring the application as required.
Abstract translation: 提供了一种用于生成配置文件以配置企业的应用的配置文件生成系统。 配置文件生成系统包括用于使用户能够与配置文件生成系统口头交互的IVR模块。 配置文件生成系统还包括分析模块，用于分析和查询用户遗漏的任何信息。 配置文件生成系统还包括一个建议模块，用于通过语义Web技术和经验数据库来搜索和建议对应于缺失信息的可能选项。 配置文件生成系统还包括用于基于从用户接收的可用信息生成配置文件的配置文件生成模块。 然后可以将配置文件传递到应用程序配置模块，以根据需要配置应用程序。
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公开(公告)号：US20140270104A1
公开(公告)日：2014-09-18
申请号：US13795392
申请日：2013-03-12
Applicant: AVAYA INC.
Inventor： Neil O'Connor
CPC classification number: H04M3/5175 , H04M1/656 , H04M3/42221 , H04M3/5191
Abstract: A call recording system for recording WebRTC calls between a user and an agent of an enterprise is provided. The call recording system includes a monitor module for monitoring and detecting at least one request to establish WebRTC call with an agent of the enterprise. The call recording system includes a fork module for forking media streams associated with the at least one WebRTC call. The call recording system further includes a record module for recording the forked media streams to record the at least one WebRTC call. The call recording system further includes a barge module for enabling a supervisor to barge into the at least one WebRTC call.
Abstract translation: 提供了一种用于在用户和企业的代理之间记录WebRTC呼叫的呼叫记录系统。 呼叫记录系统包括监视器模块，用于监视和检测至少一个与企业代理建立WebRTC呼叫的请求。 呼叫记录系统包括用于分支与至少一个WebRTC呼叫相关联的媒体流的分支模块。 呼叫记录系统还包括用于记录分叉的媒体流以记录至少一个WebRTC呼叫的记录模块。 呼叫记录系统还包括用于使主管能够进入至少一个WebRTC呼叫的驳船模块。
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公开(公告)号：US20140254775A1
公开(公告)日：2014-09-11
申请号：US13786804
申请日：2013-03-06
Applicant: AVAYA INC.
Inventor： Neil O'Connor , Paul D'Arcy
IPC: H04M3/51
CPC classification number: H04M3/5175 , H04M2203/2038 , H04M2203/403 , H04M2242/24
Abstract: An agent assisting system for providing assistance to agents of contact center during calls is provided. The agent assisting system includes a monitoring module configured to monitor parameters of a call coming to the contact center. The agent assisting system further includes a sentiment detector module configured to detect sentiments of a user during the call. The agent assisting system further includes a pattern matching module configured to determine a script for an agent handling the call, based on the parameters of the call and the sentiments of the user during the call, wherein the script providing instructions to the agent to improve handling of the call. The agent assisting system further includes a script publishing module configured to publish the script to the agent handling the call.
Abstract translation: 提供代理协助系统，用于在通话期间向联络中心的代理人提供协助。 代理辅助系统包括监视模块，该监视模块被配置为监视来自联络中心的呼叫的参数。 代理辅助系统还包括一个情绪检测器模块，配置成在呼叫期间检测用户的情绪。 代理辅助系统还包括模式匹配模块，其被配置为基于呼叫的参数和用户在呼叫期间的情绪来确定处理呼叫的代理的脚本，其中脚本向代理提供指令以改善处理 的电话。 代理辅助系统还包括脚本发布模块，其被配置为将脚本发布到处理该呼叫的代理。
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