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公开(公告)号：US12120187B2
公开(公告)日：2024-10-15
申请号：US17706954
申请日：2022-03-29
申请人： Avaya Inc.
发明人： John H. Yoakum , Tony McCormack
IPC分类号： G06F3/0484 , G06F3/01 , G06F3/04895 , G06F9/451 , H04L67/306
CPC分类号： H04L67/306 , G06F3/013 , G06F3/017 , G06F3/0484 , G06F3/04895 , G06F9/453
摘要： Interactive contact center menu traversal via text stream interaction is disclosed. A user device establishes an interactive session with a server device. The user device receives, from the server device, a first text stream comprising a first contact center prompt. The user device scrolls a plurality of text components of the first text stream on a display over a first text stream presentation period of time, with text components presented earlier in time being replaced on the display with subsequent text components. The user device receives, from a user, a first user input in response to the first text stream and communicates the first user input to the server device.
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公开(公告)号：US11756090B2
公开(公告)日：2023-09-12
申请号：US14670830
申请日：2015-03-27
申请人： Avaya Inc.
发明人： Valentine C. Matula , David Skiba , George Erhart
IPC分类号： G06Q30/00 , G06Q30/0601 , H04L51/04
CPC分类号： G06Q30/0613 , G06Q30/0623 , H04L51/04
摘要： Even with the best efforts to design and deliver accurate systems with usable interfaces, customers often encounter difficulties in completing a task using an electronic device, such as completing a form on a web page, using a software application, or navigating an interface. This may be due to a programming error, inaccurate instructions, or an unusual situation not contemplated by the programmers or designers. Without interaction with a human agent, a cue may be provided to the user upon detection of an issue for completing the task. A co-browse operation may be automatically initiated to provide a cue selected in accord with the issue that thereby allows the user to complete the task.
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公开(公告)号：US11750528B2
公开(公告)日：2023-09-05
申请号：US15613841
申请日：2017-06-05
申请人： AVAYA INC.
CPC分类号： H04L47/805 , H04L47/70 , H04L47/803
摘要： Communication servers hosting interactions between requesting devices and resources may require load sheading or maintenance and, as a result, be placed in Deny New Service (DNS) mode, whereby a subsequent session request is refused while existing sessions continue until concluded. However, an interaction comprising an existing session may be supplemented by a subsequent session, often utilizing a different application layer implementation. By providing the requesting device with an interaction identifier, a subsequent session made after the server has been placed in DNS mode, may be accepted and associated with the same resource associated with the existing session.
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公开(公告)号：US11652923B2
公开(公告)日：2023-05-16
申请号：US17452594
申请日：2021-10-28
申请人： Avaya Inc.
CPC分类号： H04M3/5233 , H04M3/5175 , H04M3/5238 , H04M3/5315
摘要： Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queuing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.
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公开(公告)号：US11437966B2
公开(公告)日：2022-09-06
申请号：US16740661
申请日：2020-01-13
申请人： AVAYA INC.
发明人： John C. Lynch , Miguel Dearaujo
摘要： Workplace safety is a principal concern in many environments. Protecting user ears from damage due to extended exposure to unacceptably high sound volume serves as an important component to workplace safety. Monitoring a device, such as a phone, utilized by a user often provides an incomplete picture of the sound level presented to the user. As provided herein, monitoring a user's sound exposure on one device may cause the sound level presented to the user from a second device to become limited. Additionally, over time the sound level limits may be adjusted based on the cumulative historic sound exposure. As a result, the user may avoid exposure to unacceptably high sound levels originating from more than one source and/or over an extended period of time.
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公开(公告)号：US11388131B2
公开(公告)日：2022-07-12
申请号：US14586691
申请日：2014-12-30
申请人： Avaya Inc.
发明人： Reinhard Klemm , Valentine Matula
IPC分类号： H04L12/58 , G06Q30/02 , G06N5/04 , G06F15/16 , H04L51/52 , H04L43/00 , H04L51/046 , H04L67/50
摘要： A contact center is operated by reference to response time statistics and social media analytics. A method for identifying a user population's sensitivity to response time delay comprises monitoring social network messaging activity to identify user messages associated with the user population. In some embodiments, the activity relates to at least one of an entity or a product or service associated with the entity. The user population may be selected on the basis of a socio-demographic characteristic or on the basis of observable social networking behavior and/or sentiment over a prior selection phase. The method further includes selecting a loyalty transition boundary identified by detecting a difference in aggregate sentiment between a first group of users receiving a response delayed by a first time period and a second group of users receiving a response delayed by a second time period greater than the first time period.
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公开(公告)号：US11330080B2
公开(公告)日：2022-05-10
申请号：US16738818
申请日：2020-01-09
申请人： Avaya Inc.
摘要： Downloadable pluggable services and methods of distributing the same are described. The downloadable pluggable services may correspond to communication services that can be downloaded to upgrade a communication system. The downloadable pluggable services may include a number of component parts that can be distributed among various servers in the communication system being upgraded along with instructions that enable the component parts to instruct each server in the communication system to operate in a coordinated fashion so as to provide the downloaded service.
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公开(公告)号：US11259758B2
公开(公告)日：2022-03-01
申请号：US14673440
申请日：2015-03-30
申请人： Avaya Inc.
发明人： Ori Modai , John Yoakum
IPC分类号： A61B5/00 , G16H50/20 , G16H80/00 , G16H40/67 , A61B5/021 , A61B5/11 , A61B5/145 , A61B5/01 , A61B5/0205 , A61B5/024
摘要： Embodiments disclosed herein provide methods, systems, and computer readable storage media for facilitating enhanced communication with an application service provider based on medical telemetry collected by a user device. In a particular embodiment, a method provides collecting medical telemetry of a user of the user communication device and processing the medical telemetry to identify abnormalities therein. Upon identifying at least one abnormality in the medical telemetry, the method provides determining whether the at least one abnormality indicates that the user is experiencing a health issue. After determining that the at least one abnormality indicates that the user is experiencing the health issue, the method provides transferring a health notification indicating the health issue to the application service provider.
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公开(公告)号：US11240038B2
公开(公告)日：2022-02-01
申请号：US16354340
申请日：2019-03-15
申请人： Avaya Inc.
发明人： John Young , David Chavez
摘要： Embodiments of the disclosure provide a communication system and method to leverage distributed ledger technology as the basis upon which a trustless method can be deployed to validate file provenance and authenticity, while also supporting a strong form of non-repudiation. In one example, the method includes transferring electronic content from a sending communication device to the receiving communication device via Rich Communication Services. The method includes generating, at the sending communication device, file transfer parameters, identity signature and timestamp that are associated with the transfer of electronic content from the sending communication device. The method then includes causing the identity signature and timestamp to be written as part of a content transfer ledger. The method may also include securely providing the file transfer parameters associated with the transfer of electronic content from the sending device to one or more receiving communication devices as part of validating the electronic content.
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10.发明授权公开(公告)号：US11233899B2
公开(公告)日：2022-01-25
申请号：US16719515
申请日：2019-12-18
申请人： Avaya Inc.
摘要： Endpoints, such as telephones, on a communication network may request an interactive communication with another endpoint. While the request is being processed, the calling endpoint may receive a call from the called endpoint. Systems and methods are provided that automatically allow one endpoint to accept the incoming call, such as by joining the two calls, and terminating their outbound call. As a result, endpoints attempting to call each other may be connected with a single call without requiring any endpoint to be routed to voicemail due to their called endpoint being busy. Additionally, arbitration rules may be provided to resolve any “race condition” where both endpoints would otherwise each accept or each decline their incoming call.
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