公开(公告)号：US09986097B2

公开(公告)日：2018-05-29

申请号：US14533407

申请日：2014-11-05

Applicant: Avaya Inc.

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

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  H04M2203/2038

Abstract: An agent selector computer system for selecting at least one agent for at least one communication session in an enterprise is disclosed. The agent selector computer system includes a monitoring module for monitoring one or more parameters of the at least one communication session. The agent selector computer system further includes an agent list generation module for generating at least one list of agents based on the one or more monitored parameters. The agent selector computer system further includes an agent selection module for receiving one or more agent selection inputs from at least one user to select at least one agent. The agent selector computer system further includes a routing module for routing the at least one communication session to the at least one selected agent.

公开(公告)号：US09979754B2

公开(公告)日：2018-05-22

申请号：US15053160

申请日：2016-02-25

Applicant: Avaya Inc.

Inventor： Harsh V. Mendiratta ,  Manish Chatterjee ,  Purnendu Dhal

IPC: H04L29/06 ,  H04W36/00 ,  H04L29/12 ,  H04W4/22 ,  H04W76/02

CPC classification number: H04L65/1006 ,  H04L61/103 ,  H04L61/1529 ,  H04L61/6022 ,  H04W4/90 ,  H04W36/0011 ,  H04W76/18

Abstract: An Address Resolution Protocol (ARP) process receives a first Internet Protocol (IP) address that is associated with a Media Access Control (MAC) address of a communication endpoint. A first Session Initiation Protocol (SIP) INVITE for an emergency call request is received from the communication endpoint. The ARP process receives a second IP address that is associated with the MAC address of the communication endpoint. A second SIP INVITE is received that is a request for an emergency call back. The second SIP INVITE is routed to the communication endpoint based on the second IP address associated with the MAC address of the communication endpoint to reestablish the emergency call with the communication endpoint.

公开(公告)号：US09961211B1

公开(公告)日：2018-05-01

申请号：US15299831

申请日：2016-10-21

Applicant: Avaya Inc.

Inventor： Dara Geary ,  Shane Kelly ,  Eoghan O'Hare

IPC: H04M15/00 ,  H04M3/00 ,  H04M3/51 ,  H04L29/06

CPC classification number: H04M15/39 ,  H04L65/1006 ,  H04L65/104 ,  H04L65/1083 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2207/08

Abstract: Tracking a status of an ongoing call includes monitoring, by a computer of a contact center, the ongoing call that is connected with a human agent and that originated from a provider network and determining when an automated agent instead of the human agent is connected with the ongoing call. The computer of the contact center can then send a first message to the provider network, wherein the first message comprises first data indicative that the automated agent instead of the human agent is connected with the ongoing call.

公开(公告)号：US09961204B1

公开(公告)日：2018-05-01

申请号：US15682115

申请日：2017-08-21

Applicant: AVAYA INC.

Inventor： Thomas Moran ,  Gerard Carty

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04L12/58 ,  G06N7/00 ,  G06Q10/06 ,  G06Q30/00 ,  G06N5/04

CPC classification number: H04M3/5175 ,  G06N5/043 ,  G06N7/00 ,  G06Q10/06393 ,  G06Q10/06398 ,  G06Q30/016 ,  H04L51/02 ,  H04M3/5133 ,  H04M3/5183 ,  H04M2203/401

Abstract: Embodiments provide an oversight mechanism using eye tracking to monitor a human agent's review of artificial intelligence generated contact in a contact center communication session. Content generated by an artificial intelligence engine for each session can be presented to the human agent through a user interface for review by the human agent. While the generated content is being presented, an eye tracking system associated can monitor review of the generated content by the human agent. An indication of the human agent's level of attention to the generated content can be generated based on monitoring the review of the content by the human agent. The indication of the human agent's level of attention can be stored in a set of Key Performance Indicators (KPIs) for the human agent. One or more reports can be provided based on the KPIs.

公开(公告)号：US09955014B2

公开(公告)日：2018-04-24

申请号：US12980968

申请日：2010-12-29

Applicant: John H. Yoakum

Inventor： John H. Yoakum

IPC: H04M1/64 ,  H04M3/533 ,  H04L12/58 ,  G06Q10/10

CPC classification number: H04M3/5335 ,  G06Q10/107 ,  H04L51/22 ,  H04M3/53366

Abstract: A method and apparatus for delivering a message. A plurality of audio messages destined for a recipient is received from a corresponding plurality of senders. Each of the plurality of audio messages includes a corresponding first sender designated priority designated by the corresponding sender. Member configuration data that identifies a first recipient prioritization attribute is accessed. A prioritized list of the plurality of audio messages is generated based on both the corresponding first sender designated priority and the first recipient prioritization attribute associated with the each of the plurality of audio messages. A subset of the plurality of audio messages is provided to a client device associated with the recipient based on the prioritized list.

公开(公告)号：US09953020B2

公开(公告)日：2018-04-24

申请号：US13773345

申请日：2013-02-21

Applicant: AVAYA, INC.

Inventor： Mareeswaran Jeyachandran

IPC: G06F15/173 ,  G06F17/24

CPC classification number: G06F17/241

Abstract: Methods, systems and computer readable media for collaborative bookmarks are described. For example, a collaborative bookmark method can include generating a collaborative bookmark and associating the collaborative bookmark with a corresponding event. The method can also include detecting an occurrence of the event corresponding to the collaborative bookmark and causing the corresponding collaborative bookmark to be displayed in response to the detection of the event. The method can further include transmitting information from the collaborative bookmark.

公开(公告)号：US09942284B2

公开(公告)日：2018-04-10

申请号：US14832573

申请日：2015-08-21

Applicant: Avaya Inc.

Inventor： Biswajyoti Pal ,  Manish Chatterjee ,  Jaydeep Deepak Bhalerao

IPC: H04L12/66 ,  H04L29/06

CPC classification number: H04L65/1096 ,  H04L65/1063 ,  H04L65/1069

Abstract: Embodiments disclosed herein provide systems and methods for recording WebRTC communications at a network edge. In a particular embodiment a method provides, in an edge system of a communication network, receiving identification information that identifies a first endpoint and a second endpoint between which a first WebRTC communication will be established. The method further provides establishing the first WebRTC communication between the first and second endpoints through the edge system using the identification information. Also, the method provides identifying packets for the first WebRTC communication and recording the packets to a storage system.

公开(公告)号：US09936162B1

公开(公告)日：2018-04-03

申请号：US15285277

申请日：2016-10-04

Applicant: Avaya Inc.

Inventor： Guy Gadnir ,  Tamar Barzuza

IPC: H04N7/14 ,  H04N5/232

CPC classification number: H04N7/147 ,  G16H80/00 ,  H04N5/23203 ,  H04N5/23296 ,  H04N7/152

Abstract: A video communication system that includes a computer readable medium and a processor, coupled with a wide angle and high resolution digital camera and the computer readable medium. The processor causes the wide angle and high resolution digital camera to acquire a digital image of a local participant during a video communication session. The processor extracts a first image of a first set of objects and a second image of a second set of objects from the digital image and provides the extracted first and second images to a remote endpoint for display to another participant.

公开(公告)号：US09930179B2

公开(公告)日：2018-03-27

申请号：US14290654

申请日：2014-05-29

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Wen-Hua Ju

IPC: H04M3/523 ,  H04M3/51 ,  G06Q30/00 ,  H04M3/493

CPC classification number: H04M3/5232 ,  G06Q30/016 ,  H04M3/493

Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.

公开(公告)号：US09906647B2

公开(公告)日：2018-02-27

申请号：US14626762

申请日：2015-02-19

Applicant: Avaya Inc.

Inventor： Patrick Tendick ,  Lorraine Denby ,  Wen-Hua Ju

IPC: H04M3/00 ,  H04M3/51

CPC classification number: H04M3/5175

Abstract: To provide better metrics for a contact center, the system determines when a contact center agent has been assigned to a plurality of agent skills in a skill group. A skill group is a set of skills for which the contact center seeks to calculate overall metrics across those skills. Information is received that the contact center agent is in a first state for the plurality of agent skills. For example, the contact center agent is available to support the different products. A status is calculated for the contact center agent in the skill group. The status for the contact center agent in the skill group is calculated based a minimum or maximum of the first state of the contact center agent in the skill group. The status of the first agent in the skill group is sent to a contact center administrator to better manage the contact center.