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：US09635061B2

公开(公告)日：2017-04-25

申请号：US13849516

申请日：2013-03-24

Applicant: Avaya Inc.

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

IPC: G06F15/16 ,  H04L29/06

CPC classification number: H04L65/1006 ,  H04L65/1009 ,  H04L65/1069 ,  H04L65/1093 ,  H04L65/4038

Abstract: A conference handling system for an enterprise is provided. The conference handling system includes a status determining module for determining a status of a conference bridge. The conference handling system further includes a conferee routing module for routing a conferee into a session comprising an active session and a waiting session, based on the status of the conference bridge, the conferee routing module further determining a contextual status of the active session. The conference handling system further includes a conferee serving module for providing services to the conferee into the waiting session based on the contextual status of the active session. The conference handling system further includes a conferee inviting module for adding additional conferees with a specific profile in the waiting session and the active session based on absence of a conferee having a similar profile.

公开(公告)号：US20160127556A1

公开(公告)日：2016-05-05

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.

Abstract translation: 公开了一种用于在企业中为至少一个通信会话选择至少一个代理的代理选择器计算机系统。 代理选择器计算机系统包括用于监视至少一个通信会话的一个或多个参数的监视模块。 代理选择器计算机系统还包括代理列表生成模块，用于基于所述一个或多个被监视的参数生成至少一个代理列表。 代理选择器计算机系统还包括代理选择模块，用于从至少一个用户接收一个或多个代理选择输入以选择至少一个代理。 代理选择器计算机系统还包括用于将至少一个通信会话路由到所述至少一个所选代理的路由模块。

公开(公告)号：US20140289326A1

公开(公告)日：2014-09-25

申请号：US13849516

申请日：2013-03-24

Applicant: AVAYA INC.

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

IPC: H04L29/06

CPC classification number: H04L65/1006 ,  H04L65/1009 ,  H04L65/1069 ,  H04L65/1093 ,  H04L65/4038

Abstract: A conference handling system for an enterprise is provided. The conference handling system includes a status determining module for determining a status of a conference bridge. The conference handling system further includes a conferee routing module for routing a conferee into a session comprising an active session and a waiting session, based on the status of the conference bridge, the conferee routing module further determining a contextual status of the active session. The conference handling system further includes a conferee serving module for providing services to the conferee into the waiting session based on the contextual status of the active session. The conference handling system further includes a conferee inviting module for adding additional conferees with a specific profile in the waiting session and the active session based on absence of a conferee having a similar profile.

Abstract translation: 提供企业会议处理系统。 会议处理系统包括用于确定会议桥的状态的状态确定模块。 会议处理系统还包括一个与会者路由模块，用于基于会议桥的状态将与会者路由到包括活动会话和等待会话的会话中，与会者路由模块进一步确定活动会话的上下文状态。 会议处理系统还包括与会者服务模块，用于基于活动会话的上下文状态向与会者提供服务进入等待会话。 会议处理系统还包括与会者邀请模块，用于在等待会话和活动会话中添加具有特定配置文件的附加与会者，这是基于没有具有相似配置文件的与会者的。