公开(公告)号：US09154626B2

公开(公告)日：2015-10-06

申请号：US13836038

申请日：2013-03-15

申请人： Avaya Inc.

发明人： Gene Masaru Uba ,  Michael Alan Bland ,  Robert C. Steiner

IPC分类号： H04M3/523 ,  H04M3/51 ,  H04M3/58

CPC分类号： H04M3/5233 ,  H04M3/5175

摘要： A microprocessor executable resource monitor operable to determine that a less skilled and/or qualified resource has been assigned to service a work item or is servicing the work item, wherein a more skilled and/or qualified resource exists but is not currently available to service the work item, monitor at least one of a level of service provided by the less qualified resource to the work item and/or a customer associated with the work item and an availability of the more skilled and/or qualified resource to service the work item, and, in response to the monitoring step and while the work item is being serviced, transfer the work item to the more skilled and/or qualified resource for servicing.

摘要翻译： 一种微处理器可执行资源监视器，其可操作以确定已经分配了较不熟练和/或合格的资源来服务工作项目或正在服务于工作项目，其中存在更熟练和/或合格的资源，但目前不可用于为 工作项目，监视由较不合格的资源提供给工作项目的服务级别和/或与工作项目相关联的客户的至少一个服务，以及用于服务工作项目的更熟练和/或合格的资源的可用性， 并且响应于监视步骤和在工作项目被服务期间，将工作项目转移到更熟练和/或合格的资源进行维修。

公开(公告)号：US09161136B2

公开(公告)日：2015-10-13

申请号：US13744247

申请日：2013-01-17

申请人： Avaya Inc.

发明人： Chris McArthur ,  Paul Haig ,  John C. Lynch ,  Paul Roller Michaelis

IPC分类号： H04R25/00

CPC分类号： H04R25/00 ,  H04R2205/041

摘要： Systems and methods for applying user specific acoustic adjustment parameters are provided. The intelligibility of speech for a particular user is determined and a set of acoustic adjustment parameters is determined. The set or template of acoustic adjustment parameters for the user is placed in central store, for example provided as or in association with a server. The template can be obtained from the server for application in connection with a communication involving the user by providing an identification of the template.

摘要翻译： 提供了应用用户特定声学调节参数的系统和方法。 确定特定用户的语音的可懂度，并且确定一组声学调整参数。 将用户的声学调整参数的集合或模板放置在中央存储器中，例如作为服务器提供或与服务器相关联地提供。 通过提供模板的标识，可以从服务器获取与涉及用户的通信有关的应用的模板。

公开(公告)号：US10348895B2

公开(公告)日：2019-07-09

申请号：US14622718

申请日：2015-02-13

申请人： Avaya Inc.

发明人： Lorraine Denby ,  Wen-Hua Ju ,  Patrick Tendick

IPC分类号： H04M3/51 ,  H04M7/00

摘要： In order to provide better service with self-service applications, metrics for a communication session between a user and a self-service application are identified. Based on the metrics, a pattern is determined that will likely predict an initial outcome of the communication session with the self-service application. In response to determining that the pattern will likely predict the initial outcome of the communication session with the self-service application, the way the user is managed in the communication session is changed. For example, if a particular pattern of IVR responses is detected that will likely lead to a caller abandoning a voice call, the voice call can be automatically transferred from the IVR system to a contact center agent. This provides for increased customer satisfaction and better utilization of contact center resources.

公开(公告)号：US08898219B2

公开(公告)日：2014-11-25

申请号：US12837762

申请日：2010-07-16

申请人： Christopher Ricci

发明人： Christopher Ricci

IPC分类号： G06F15/16 ,  H04M3/493 ,  H04L29/06

CPC分类号： H04M3/44 ,  H04L65/1069 ,  H04L65/1093 ,  H04M3/4931 ,  H04M2201/20 ,  H04M2201/40

摘要： Embodiments of the present invention are directed to a communication system that provides various automated operations, including searches of public and private resources for third party information, performance of operations to assist a user in response to keyword identification in an audio, text or video stream, and speed dial updates based on calling frequencies to various telephone numbers.

摘要翻译： 本发明的实施例涉及一种提供各种自动化操作的通信系统，包括搜索用于第三方信息的公共和私人资源，执行响应于音频，文本或视频流中的关键字识别的用户的操作， 并根据呼叫频率到各种电话号码进行快速拨号更新。