公开(公告)号：US12120187B2

公开(公告)日：2024-10-15

申请号：US17706954

申请日：2022-03-29

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Tony McCormack

IPC: G06F3/0484 ,  G06F3/01 ,  G06F3/04895 ,  G06F9/451 ,  H04L67/306

CPC classification number: H04L67/306 ,  G06F3/013 ,  G06F3/017 ,  G06F3/0484 ,  G06F3/04895 ,  G06F9/453

Abstract: 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.

公开(公告)号：US10462151B2

公开(公告)日：2019-10-29

申请号：US14943635

申请日：2015-11-17

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  John H. Yoakum ,  David Skiba

IPC: H04L29/06 ,  G06Q50/00

Abstract: A user profile is temporarily accessed by an accessor. A method performed by the accessor of a contact center includes receiving access data. The access data includes a user identifier for a user, an identifier identifying a third party having profile data of the user, and a user-predefined condition which must be satisfied for the profile data to be temporarily accessible by the contact center. The method includes transmitting a request to the third party to temporarily access the profile data during a time period when the condition is satisfied, the request including the user identifier. The method includes temporarily accessing the user profile when the request is granted.

公开(公告)号：US10225212B2

公开(公告)日：2019-03-05

申请号：US14037440

申请日：2013-09-26

Applicant: Avaya Inc.

Inventor： Harvey S. Waxman ,  John H. Yoakum

IPC: H04L12/24 ,  H04L12/26 ,  H04L12/931

Abstract: Embodiments include providing network management based on monitoring Quality of Service (QoS) characteristics of Web Real-Time Communications (WebRTC) interactive flows, and related methods, systems, and computer-readable media. In one embodiment, a method for providing network management based on monitoring QoS characteristics of WebRTC interactive flows is provided. The method comprises obtaining, by a QoS acquisition agent of a WebRTC client executing on a computing device, a WebRTC interactive flow QoS characteristic that indicates a quality of a WebRTC interactive flow over a network. The method further comprises communicating, by the QoS acquisition agent, the WebRTC interactive flow QoS characteristic to a QoS monitoring agent external to the WebRTC client. The method additionally comprises initiating, by the QoS monitoring agent, a network management task based on the WebRTC interactive flow QoS characteristic. In this manner, QoS characteristics may be collected and correlated in order to optimize a user's WebRTC experience.

公开(公告)号：US09883032B2

公开(公告)日：2018-01-30

申请号：US14450644

申请日：2014-08-04

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Tony McCormack ,  John H. Yoakum

IPC: H04M3/51

CPC classification number: H04M3/5141 ,  H04M3/5191

Abstract: A contact manager system for generating an agent's script is disclosed. The contact manager system includes a monitoring module configured to determine one or more browsing activities and related context information of at least one customer. The contact manager system further includes a script generation module configured to generate the at least one agent script based on the one or more determined browsing activities. The contact manager system further includes a display module configured to display the at least one agent script to one or more agents. The contact manager system further includes a verification module configured to validate the agent's script.

公开(公告)号：US20170353508A1

公开(公告)日：2017-12-07

申请号：US15173429

申请日：2016-06-03

Applicant: Avaya Inc.

Inventor： John H. Yoakum

IPC: H04L29/06 ,  G06F3/0484 ,  G06F3/14 ,  G06F3/16 ,  G06F3/0481

CPC classification number: H04L65/403 ,  G06F3/04817 ,  G06F3/1423 ,  G06F3/1454 ,  G06F3/165 ,  G06F2203/04803 ,  G09G5/14 ,  H04L12/1822 ,  H04L12/1827 ,  H04L65/4038 ,  H04L65/4046

Abstract: Systems and methods for queue-based promotion within a multiparty interaction are described, wherein a participant in the multiparty interaction can join a promotion queue by making a promotion request, then be automatically promoted from an audience area of the multiparty interaction to a presentation area of the multiparty interaction based on the participant's position in the promotion queue.

公开(公告)号：US20170026191A1

公开(公告)日：2017-01-26

申请号：US14807301

申请日：2015-07-23

Applicant: Avaya Inc.

Inventor： Jeffrey D. Hodson ,  John H. Yoakum

IPC: H04L12/18 ,  H04L29/06

CPC classification number: H04L12/1813 ,  H04L12/1818 ,  H04L65/1073 ,  H04L65/403 ,  H04L67/22

Abstract: A computing device including a processing device determines that a contact center agent (CCA) is in a non-contact session mode. A particular open conference session of a plurality of open conference sessions is identified. A CCA device associated with the CCA is connected to the particular open conference session.

Abstract translation: 包括处理设备的计算设备确定联络中心代理（CCA）处于非接触会话模式。 识别多个公开会议会话的特定公开会议会话。 与CCA相关联的CCA设备连接到特定的开放会议会话。

公开(公告)号：US09294458B2

公开(公告)日：2016-03-22

申请号：US14050891

申请日：2013-10-10

Applicant: Avaya Inc.

Inventor： Kundan Singh ,  John H. Yoakum

IPC: G06F21/30 ,  H04L29/06 ,  H04L29/12

CPC classification number: H04L63/08 ,  H04L61/2575 ,  H04L61/2589 ,  H04L65/1069 ,  H04L65/4046 ,  H04L65/607

Abstract: Embodiments include managing Identity Provider (IdP) identifiers for Web Real-Time Communications (WebRTC) interactive flows, and related methods, systems, and computer-readable media. In one embodiment, a method for managing IdPs comprises selecting, by a WebRTC client executing on a computing device, one or more preferred IdP identifiers indicated by one or more preferences from a plurality of IdP identifiers corresponding to a plurality of IdPs for providing identity assertions during an establishment of a WebRTC interactive flow. The method further comprises obtaining one or more identity assertions from respective ones of the plurality of IdPs corresponding to the one or more preferred IdP identifiers. The method also comprises providing, during the establishment of the WebRTC interactive flow, the one or more identity assertions. In this manner, an entity may specify the IdP used for identity authentication, and the number of identity assertions provided during initiation of the WebRTC interactive flow.

Abstract translation: 实施例包括管理用于Web实时通信（WebRTC）交互流的身份提供商（IdP）标识符以及相关方法，系统和计算机可读介质。 在一个实施例中，一种用于管理IdP的方法包括通过在计算设备上执行的WebRTC客户端从由多个IdP对应的多个IdP标识符中选择一个或多个偏好来指示的一个或多个优选的IdP标识符，以提供身份断言 在建立WebRTC交互流程时。 该方法还包括从对应于一个或多个优选的IdP标识符的多个IdP中的相应的IdP获得一个或多个身份断言。 该方法还包括在建立WebRTC交互流程期间提供一个或多个身份断言。 以这种方式，实体可以指定用于身份认证的IdP以及在WebRTC交互流程启动期间提供的身份断言的数量。

公开(公告)号：US20160080570A1

公开(公告)日：2016-03-17

申请号：US14486001

申请日：2014-09-15

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Tony McCormack ,  John H. Yoakum

IPC: H04M3/51 ,  H04M3/523 ,  G06F17/30 ,  H04L29/08 ,  H04L29/06

CPC classification number: H04M3/5133 ,  G06Q10/10 ,  H04L67/02 ,  H04L67/14 ,  H04L67/22 ,  H04L67/306 ,  H04M3/523 ,  H04M2203/2038 ,  H04M2203/401

Abstract: Contact manager computer system and method to dynamically generate an aggregated context information, including: a monitoring module configured: to monitor a communication session with a customer; to determine one or more communication contexts of the customer; to determine one or more communication contexts of an agent assisting the customer; to obtain customer context information from the one or more determined communication contexts of the customer; to obtain agent context information from the one or more determined communication contexts of the agent; a processor coupled to a memory, the memory configured to store context information under control of the processor; an aggregated context information generation module to generate the aggregated context information from the obtained customer context information and the obtained agent context information; an inference module to create an inference from the aggregated context information; and a display module to display a result of the inference to an agent.

Abstract translation: 联系人管理器计算机系统和方法来动态生成聚合上下文信息，包括：监视模块，被配置为：监视与客户的通信会话; 确定客户的一个或多个通信上下文; 确定帮助客户的代理的一个或多个通信上下文; 从客户的一个或多个确定的通信环境中获得客户上下文信息; 从代理的一个或多个确定的通信上下文获得代理上下文信息; 处理器，其耦合到存储器，所述存储器被配置为在所述处理器的控制下存储上下文信息; 聚合上下文信息生成模块，用于从所获得的用户上下文信息和所获得的代理上下文信息生成聚合上下文信息; 推理模块，用于从聚合的上下文信息中创建推理; 以及显示模块，用于显示对代理的推断结果。

公开(公告)号：US20150304359A1

公开(公告)日：2015-10-22

申请号：US14255429

申请日：2014-04-17

Applicant: AVAYA INC.

Inventor： Mehmet Balasaygun ,  Joel Ezell ,  John H. Yoakum

IPC: H04L29/06

CPC classification number: H04L65/1006 ,  H04L65/105 ,  H04L65/1069

Abstract: Application of enterprise policies to Web Real-Time Communications (WebRTC) interactive sessions using an enterprise Session Initiation Protocol (SIP) engine, and related methods, systems, and computer-readable media are disclosed. In one embodiment, a method comprises receiving, by session token converter of enterprise device, an incoming WebRTC session description token. The method comprises generating, by session token converter, outgoing SIP request message. The method comprises sending, by session token converter, outgoing SIP request message to enterprise SIP engine and applying, by enterprise SIP engine, enterprise policies based on outgoing SIP request message. The method comprises, responsive to applying enterprise policies, sending incoming SIP request message to enterprise device. The method comprises converting, by session token converter, incoming SIP request message into outgoing WebRTC session description token, and sending outgoing WebRTC session description token to a target device.

Abstract translation: 公开了使用企业会话发起协议（SIP）引擎和相关方法，系统和计算机可读介质的Web实时通信（WebRTC）交互式会话的企业策略的应用。 在一个实施例中，一种方法包括通过企业设备的会话令牌转换器接收传入的WebRTC会话描述令牌。 该方法包括通过会话令牌转换器生成输出SIP请求消息。 该方法包括通过会话令牌转换器向企业SIP引擎发送出站SIP请求消息，并通过企业SIP引擎根据传出的SIP请求消息应用企业策略。 该方法包括响应于应用企业策略，向企业设备发送传入的SIP请求消息。 该方法包括通过会话令牌转换器将传入的SIP请求消息转换成输出的WebRTC会话描述令牌，以及向目标设备发送传出的WebRTC会话描述令牌。

公开(公告)号：US20150120879A1

公开(公告)日：2015-04-30

申请号：US14068839

申请日：2013-10-31

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Kundan Singh ,  Alan B. Johnston

IPC: H04L29/12

CPC classification number: H04L61/2575 ,  H04L61/2514 ,  H04L61/2589 ,  H04L65/608 ,  H04L67/02

Abstract: Providing origin insight via Session Traversal Utilities for Network Address Translation (STUN) messages for web applications, and related methods, systems, and computer-readable media are disclosed herein. In one embodiment, a method for providing origin insight for web applications via STUN messages comprises determining an origin identifier for a web application attempting to send a STUN message to a STUN server; generating the STUN message incorporating the origin identifier for the web application; and transmitting the STUN message to the STUN server. In another embodiment, a method for providing STUN services to web applications comprises receiving a STUN message from a web client, and extracting an origin identifier for a web application. Provision of a STUN service to the web application is determined based on the origin identifier. If the STUN service should not be provided, the STUN message is rejected or disregarded; otherwise the STUN message is processed.

Abstract translation: 本文公开了通过会话遍历实用程序提供用于网络应用程序的网络地址转换（STUN）消息以及相关方法，系统和计算机可读介质的原始洞察。 在一个实施例中，一种用于通过STUN消息为web应用提供原始洞察的方法包括确定尝试向STUN服务器发送STUN消息的web应用的源标识符; 生成包含web应用的原始标识符的STUN消息; 并向STUN服务器发送STUN消息。 在另一个实施例中，用于向web应用提供STUN服务的方法包括从Web客户端接收STUN消息，以及提取web应用的原始标识符。 基于原始标识符确定向Web应用程序提供STUN服务。 如果不提供STUN服务，STUN消息被拒绝或忽略; 否则STUN消息被处理。