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公开(公告)号：US20140096196A1
公开(公告)日：2014-04-03
申请号：US13630137
申请日：2012-09-28
Applicant: AVAYA INC.
Inventor： Neil O'Connor , Dara Geary , Tony McCormack
IPC: G06F21/00
CPC classification number: G06F21/36
Abstract: Embodiments of the present invention may enable a user of an electronic device to setup a game-based environment within the electronic device that can be used as an authentication platform to prevent access by illegitimate or unauthorized users. The communication device may include a display screen, a processor, and a memory coupled to the processor. The memory may include a database and an instruction set. The database may store pre-defined access patterns that can be used in the authentication process. Further, the instruction set may include instructions executable by the processor to monitor inputs made by a new user in the game based environment. Furthermore, the instructions executable by the processor may match the inputs of the new user with the pre-defined access patterns to check the authentication of a new user.
Abstract translation: 本发明的实施例可以使得电子设备的用户能够在电子设备内设置可以用作认证平台的基于游戏的环境，以防止非法或未经授权的用户访问。 通信设备可以包括显示屏，处理器和耦合到处理器的存储器。 存储器可以包括数据库和指令集。 数据库可以存储可以在认证过程中使用的预定义的访问模式。 此外，指令集可以包括可由处理器执行以在基于游戏的环境中监视由新用户进行的输入的指令。 此外，可由处理器执行的指令可将新用户的输入与预定义的访问模式相匹配，以检查新用户的认证。
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2.发明申请公开(公告)号：US20200034778A1
公开(公告)日：2020-01-30
申请号：US16043378
申请日：2018-07-24
Applicant: Avaya Inc.
Inventor： Dara Geary , Enda Dooley
Abstract: Providing training interventions in a contact center includes determining a first agent of the contact center to offer training to; selecting from a data store a first training item from among a plurality of training items related to addressing the same training opportunity, each of the plurality of training items having an associated effectiveness value; and assigning the first training item to the first agent. Subsequent to the first agent completing the first training item, an effectiveness of the first training item is measured; and based on the measured effectiveness, the effectiveness value associated with the first training item is adjusted.
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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
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.
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公开(公告)号：US20160277576A1
公开(公告)日：2016-09-22
申请号：US14664363
申请日：2015-03-20
Applicant: Avaya Inc.
Inventor： Adrian Ryan , Dara Geary , William Meaney , Patrick Crowley , Edel Kelly
IPC: H04M3/51
Abstract: System and method to provide customer feedback in a telephone call between a customer and a contact center, the method comprising: monitoring an audio media stream from the customer in the telephone call, detecting a dual tone multi frequency (DTMF) feedback code within the monitored media stream, and assigning a feedback rating from the detected feedback code.
Abstract translation: 在客户和联络中心之间的电话呼叫中提供客户反馈的系统和方法，所述方法包括：在所述电话呼叫中监视来自所述客户的音频媒体流，检测所监视的双音多频（DTMF）反馈码 媒体流，以及从检测到的反馈代码分配反馈等级。
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公开(公告)号：US08881245B2
公开(公告)日：2014-11-04
申请号：US13630137
申请日：2012-09-28
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Dara Geary , Tony McCormack
CPC classification number: G06F21/36
Abstract: Embodiments of the present invention may enable a user of an electronic device to setup a game-based environment within the electronic device that can be used as an authentication platform to prevent access by illegitimate or unauthorized users. The communication device may include a display screen, a processor, and a memory coupled to the processor. The memory may include a database and an instruction set. The database may store pre-defined access patterns that can be used in the authentication process. Further, the instruction set may include instructions executable by the processor to monitor inputs made by a new user in the game based environment. Furthermore, the instructions executable by the processor may match the inputs of the new user with the pre-defined access patterns to check the authentication of a new user.
Abstract translation: 本发明的实施例可以使得电子设备的用户能够在电子设备内设置可以用作认证平台的基于游戏的环境，以防止非法或未经授权的用户访问。 通信设备可以包括显示屏，处理器和耦合到处理器的存储器。 存储器可以包括数据库和指令集。 数据库可以存储可以在认证过程中使用的预定义的访问模式。 此外，指令集可以包括可由处理器执行以在基于游戏的环境中监视由新用户进行的输入的指令。 此外，可由处理器执行的指令可将新用户的输入与预定义的访问模式相匹配，以检查新用户的认证。
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Patent Agency Ranking
公开(公告)号：US20140254776A1
公开(公告)日：2014-09-11
申请号：US13786841
申请日：2013-03-06
Applicant: AVAYA INC.
Inventor： Neil O'Connor , Paul D'Arcy , Dara Geary
IPC: H04M3/51
CPC classification number: H04M3/5175 , H04M3/493 , H04M3/5234 , H04M2203/556
Abstract: A service level controlling system for a contact center is provided. The service level controlling system includes a monitoring module for monitoring predetermined operation statistics, such as call traffic, in the contact center. The service level controlling system further includes a publishing module for publishing pre-configured solutions to each of agents in the contact center based upon at least one of the monitored predetermined operation statistics falling outside a predetermined range. The service level controlling system further includes a controlling module for automatically bringing the at least one of the monitored predetermined operation statistics within the predetermined range based upon execution of the pre-configured solutions selected by the agents.
Abstract translation: 提供了一种用于联络中心的服务级别控制系统。 服务级别控制系统包括用于监视联络中心中的预定操作统计信息（例如呼叫业务）的监视模块。 服务级别控制系统还包括发布模块，用于基于落在预定范围之外的所监视的预定操作统计信息中的至少一个，将预配置的解决方案发布到联络中心中的每个代理。 服务水平控制系统还包括控制模块，用于基于由代理选择的预先配置的解决方案的执行，将所监视的预定操作统计信息中的至少一个自动地引导到预定范围内。
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公开(公告)号：US11153439B2
公开(公告)日：2021-10-19
申请号：US16166317
申请日：2018-10-22
Applicant: Avaya Inc.
Inventor： Dara Geary
Abstract: Managing occupancy of agents in a multi-channel contact center includes receiving an incoming contact assignable to a plurality of agents of the contact center; determining a respective availability score for each of the plurality of agents according to an agent selection strategy; and associating a respective weighting factor with each of the plurality of agents. Additionally, a respective adjusted availability score is calculated for each of the plurality of agents based on the associated respective weighting factor and the respective availability score; and the incoming contact is routed to one of the plurality of agents based on the adjusted availability scores. The described weighting strategies are particularly beneficial when applying the weighting factor across multiple channels (or media types), where each channel has its own demands.
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公开(公告)号：US10560577B2
公开(公告)日：2020-02-11
申请号：US14664363
申请日：2015-03-20
Applicant: Avaya Inc.
Inventor： Adrian Ryan , Dara Geary , William Meaney , Patrick Crowley , Edel Kelly
Abstract: System and method to provide customer feedback in a telephone call between a customer and a contact center, the method comprising: monitoring an audio media stream from the customer in the telephone call, detecting a dual tone multi frequency (DTMF) feedback code within the monitored media stream, and assigning a feedback rating from the detected feedback code.
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公开(公告)号：US20180115651A1
公开(公告)日：2018-04-26
申请号：US15299831
申请日：2016-10-21
Applicant: Avaya Inc.
Inventor： Dara Geary , Shane Kelly , Eoghan O'Hare
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.
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公开(公告)号：US20160379151A1
公开(公告)日：2016-12-29
申请号：US14752854
申请日：2015-06-27
Applicant: Avaya Inc.
Inventor： William Meaney , Dara Geary , Adrian Ryan , Edel Kelly
CPC classification number: G06Q10/06398 , G06Q30/016
Abstract: A computing system to manage one or more communication sessions is disclosed. The computing system includes an input module to receive at least one subscription request from at least one resource, wherein the at least one subscription request comprises a subscription criteria. The system further includes a monitoring module to monitor the one or more communication sessions to generate one or more data metrics based on the subscription criteria. The system further includes a report generation module to analyze the one or more generated data metrics to generate one or more subscription reports. The system further includes a notification module to generate one or more notifications based on the one or more generated subscription reports.
Abstract translation: 公开了一种用于管理一个或多个通信会话的计算系统。 计算系统包括用于从至少一个资源接收至少一个订阅请求的输入模块，其中所述至少一个订阅请求包括订阅标准。 该系统还包括监视模块，用于监视一个或多个通信会话以基于订阅标准生成一个或多个数据度量。 该系统还包括报告生成模块，用于分析一个或多个生成的数据度量以生成一个或多个订阅报告。 该系统还包括通知模块，用于基于一个或多个生成的订阅报告生成一个或多个通知。
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