-
公开(公告)号：US10193931B2
公开(公告)日：2019-01-29
申请号：US15087790
申请日：2016-03-31
申请人： Avaya Inc.
摘要： To reestablish a media stream, first and second SIP INVITE with replaces header messages are received by an application from a first and second communication endpoint respectively. The SIP INVITE with replaces header messages comprises a first Session Description Protocol (SDP) offer that are each based a change of a network address used by the respective communication endpoint. In response to receiving one or both of the SIP INVITE with replaces header messages, the application, depending on implementation, sends one of a first SIP 200 OK message with a fabricated SDP answer or sends a SIP 480 temporarily unavailable message that does not comprise a SDP offer. This initiates the process of reestablishing the media stream on new network without dropping the communication session.
-
公开(公告)号：US10185579B2
公开(公告)日：2019-01-22
申请号：US11383271
申请日：2006-05-15
申请人： Reinhard Peter Klemm
发明人： Reinhard Peter Klemm
IPC分类号： G06F9/448
摘要： An object persistence mechanism is disclosed that enables the generation of software objects that have persistent data and a mutable key. A mutable key capability is advantageous in a variety of applications, such as monitoring a set of users and their login status on a plurality of media servers (e.g., an email server, an instant messaging server, a voice mail server, a video server, an audio-conferencing server, etc.). Implementations based on the Enterprise JavaBean specification are disclosed for three illustrative embodiments of the present invention. The illustrative embodiments of the present invention can also be implemented in accordance with object persistence mechanisms other than Enterprise JavaBeans.
-
公开(公告)号：US10141011B2
公开(公告)日：2018-11-27
申请号：US14257649
申请日：2014-04-21
申请人： Avaya Inc.
发明人： Rein Sikveland , David Zeitlyn , Keith Ponting
摘要： Embodiments disclosed herein provide systems, methods, and computer readable media for analyzing a conversation between a plurality of participants. In a particular embodiment, a method provides determining a first speaker from the plurality of participants and determining a second speaker from the plurality of participants. The method further provides determining a first plurality of turns comprising portions of the conversation when the first speaker is speaking and determining a second plurality of turns comprising portions of the conversation when the second speaker is speaking. The method further provides determining a characterization for quality of the conversation based on gaps between turns of the first plurality of turns and turns of the second plurality of turns.
-
公开(公告)号：US10135985B1
公开(公告)日：2018-11-20
申请号：US15886697
申请日：2018-02-01
申请人： Avaya Inc.
发明人： Pushkar Deole , Jibin George
摘要： The technology disclosed herein enables a call to be immediately reconnected to an agent of a contact center after the agent has been disconnected. In a particular embodiment, a method provides, determining that a first agent system, operated by a first agent of a plurality of agents for the contact center, has been disconnected from a call between the first agent system and a first caller system operated by a first caller. The first caller system remains connected to the contact center. If the first agent system was disconnected due to a recoverable error, the method provides reconnecting the call to the first agent system once the first agent system has recovered. If the first agent system was disconnected due to a non-recoverable error, the method provides prioritizing the reconnection of the call to another one of the plurality of agents.
-
公开(公告)号：US10135983B2
公开(公告)日：2018-11-20
申请号：US14951030
申请日：2015-11-24
申请人： Avaya Inc.
发明人： Reinhard Klemm , David Skiba
摘要： Associating customers of a contact center with their social media presence may provide mutual benefits to the customer and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a customer initially calls a contact center, they are provided with a code and asked to post the code on a page or other aspect of the company's social media presence. The social media identity of the customer can then be associated with the customer placing the call. The call center can then access additional information about the customer and respond accordingly.
-
公开(公告)号：US10104130B2
公开(公告)日：2018-10-16
申请号：US13629864
申请日：2012-09-28
申请人： Avaya Inc.
发明人： Neil O'Connor , Diarmuid Leonard
IPC分类号： G06F15/173 , H04L29/06 , H04L12/26 , H04L29/08 , H04L29/14
摘要： Embodiments of the present invention may enable applications that are deployed at the application layer of an IMS network to frequently carry out business critical functions via a highly available application server architecture. This may be achieved by using a session manager that manages the role of active and standby server(s) of the highly available application architecture. Further, the session manager may manage the roles of the active and standby server(s) by routing SIP messaging in either serial or parallel fashion to the application server architecture. Furthermore, the active and the standby servers are automatically kept in sync by their position in the signaling path determined by the session manager. The session manager makes sure that if the active server goes down, then the standby server must be able to take over the role of the active server in a seamless fashion.
-
公开(公告)号：US10069973B2
公开(公告)日：2018-09-04
申请号：US14834838
申请日：2015-08-25
申请人： Avaya Inc.
发明人： David Skiba , Valentine C. Matula , George Erhart
摘要： Co-browsing sessions provide a way for one party to see exactly what is being displayed on another party's computer or similar device. Co-browsing is particularly useful to an agent to help a customer solve a problem on a computer. Contact centers may determine portions of a co-browsing session that have been successful, capture the associated inputs, and have them play back to future customers. The agent may then be relieved from portions of the co-browsing interaction that are predictable and provide manual inputs having less predictability. The instructions for the automated co-browsing portions may be executed by the agent's device, the customer's device, and/or a server and may appear to the customer to be originating from the agent.
-
公开(公告)号：US10061934B2
公开(公告)日：2018-08-28
申请号：US14880865
申请日：2015-10-12
申请人： Avaya Inc.
CPC分类号： G06F21/6218 , G06F21/316 , G06F21/36 , H04L63/102 , H04L63/108 , H04W4/80 , H04W12/08
摘要： Embodiments disclosed herein provide systems, methods, and computer-readable media for accessing a wearable computing system using randomized input origins for user login. In a particular embodiment, a method provides presenting a user with a first origin on which user login information is based, wherein the first origin is randomly selected from a plurality of possible origins. The method further provides, receiving first motion information from the user indicating a first position relative to the first origin that corresponds to a first element of the user login information. Upon receiving the user login information, the method provides determining whether the user login information authorizes the user to access the wearable computing system.
-
公开(公告)号：US10003692B2
公开(公告)日：2018-06-19
申请号：US15298914
申请日：2016-10-20
申请人： AVAYA INC
发明人： David Skiba , Reinhard Klemm , Patrick Tendick , George W. Erhart , Wen-Hua Ju
CPC分类号： H04M3/5191 , H04L51/02 , H04M3/5141 , H04M3/5175 , H04M7/0042 , H04M2203/2061
摘要： Text-based automated customer service agents provide an attractive contact center interaction for may customer-agent communications. However, the “say anything” nature of text may result in additional problems not encountered in prompted interactions. A single misunderstanding or error may cause an automated communication to fail, however, by providing micro-tasks to a human agent, an automated communication may be maintained longer with benefit of a human agent's input. A lack of progress towards completion of a work item may cause the communication to be routed to a human agent and/or a different channel (e.g., voice, email, etc.). Accordingly, a micro-task or an opt-out operation may be provided to maintain the communication with an automated agent for as long as possible but yet provide improved customer service when necessary.
-
公开(公告)号：US09998517B2
公开(公告)日：2018-06-12
申请号：US14929893
申请日：2015-11-02
申请人： Avaya Inc.
发明人： Jean Meloche , Heinz Teutsch , Shalini Yajnik , Mehmet Balasaygun
CPC分类号： H04L65/608 , H04L41/22 , H04L41/5032 , H04L43/06 , H04L43/062 , H04L43/0829 , H04L43/0852
摘要： Systems, methods, and non-transitory computer-readable storage media for implementing real-time transport control protocol (RTCP) to obtain end-to-end session information. The system receives an RTCP extension that is associated with an RTCP packet in a communication session. The RTCP extension may include an instruction for transmitting RTCP data based on a triggering event. The RTCP extension can be configured to propagate along the communication session. Next, in response to the triggering event, the system can transmit the RTCP data to an address defined by the instruction as a destination address for receiving information associated with the triggering event.
-
-
-
-
-
-
-
-
-
搜索结果
3462 条记录 (耗时 0.037 秒)
