公开(公告)号：US20150142933A1

公开(公告)日：2015-05-21

申请号：US14082880

申请日：2013-11-18

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Joseph Smyth

IPC: H04L12/24 ,  H04L12/717

CPC classification number: H04L47/70 ,  H04L41/0823 ,  H04L43/0882 ,  H04M3/5234 ,  H04M2203/40

Abstract: A self-configuring dynamic contact center including a plurality of resources, each resource associated with a set of attributes, a plurality of dynamic switches connected to the resources, a dynamic controller connected to the dynamic switches and configured to control the operation of the dynamic switches, and a routing engine connected to the dynamic controller. The routing engine is configured to utilize the dynamic controller and dynamic switches to determine the states of network paths between the dynamic switches, and is further configured to determine which of the resources are suitable to handle a contact based on requirements of the contact and the attributes of the resources, to determine which of the suitable resources is an optimal resource based on the requirements of the contact and the states of the network paths, and to utilize the dynamic controller and the dynamic switches to route the contact to the optimal resource.

Abstract translation: 包括多个资源的自配置动态联络中心，与一组属性相关联的每个资源，连接到资源的多个动态交换机，连接到动态交换机并被配置为控制动态交换机的操作的动态控制器 以及连接到动态控制器的路由引擎。 路由引擎被配置为利用动态控制器和动态交换机来确定动态交换机之间的网络路径的状态，并且还被配置为基于联系人的要求和属性来确定哪个资源适合于处理联系人 的资源，根据联系的要求和网络路径的状态确定哪个合适的资源是最佳资源，并利用动态控制器和动态交换机将联系人路由到最佳资源。

公开(公告)号：US20150128145A1

公开(公告)日：2015-05-07

申请号：US14072212

申请日：2013-11-05

Applicant: Avaya Inc.

Inventor： Joseph Smyth ,  Paul D'Arcy ,  Neil O'Connor ,  Dawid Nowak ,  Tony McCormack

IPC: G06F9/48

CPC classification number: G06Q10/0631 ,  G06F1/3206 ,  G06F1/329 ,  G06F9/5094 ,  G06Q30/016 ,  G06Q50/06 ,  Y02D10/22 ,  Y02D10/24

Abstract: A system for automated routing or work requests is provided. Particularly, a system for routing work requests in a distributed computing system to minimize an energy cost associated with operating the system is provided. A resource utilization module configured to receive resource utilization information; the resource utilization information including indications of utilization corresponding to a plurality of computing resources is disclosed. Furthermore, an energy consumption module configured to receive energy consumption information; the energy consumption information including indications of energy consumption corresponding to the plurality of computing resources is disclosed. Additionally, a routing module configured to route a work request to one of the plurality of computing resources based at least in part on the received utilization information and the received energy consumption information to minimize energy costs of the plurality of computing resources is disclosed.

Abstract translation: 提供了一种用于自动路由或工作请求的系统。 特别地，提供了一种用于在分布式计算系统中路由工作请求以最小化与操作系统相关联的能量成本的系统。 资源利用模块，被配置为接收资源利用信息; 公开了包括对应于多个计算资源的利用指示的资源利用信息。 此外，能量消耗模块被配置为接收能量消耗信息; 公开了包括与多个计算资源对应的能量消耗的指示的能量消耗信息。 此外，公开了一种路由模块，其被配置为至少部分地基于所接收的利用信息和所接收的能量消耗信息将工作请求路由到所述多个计算资源之一，以最小化所述多个计算资源的能量成本。

公开(公告)号：US09473639B2

公开(公告)日：2016-10-18

申请号：US14533454

申请日：2014-11-05

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Joseph Smyth ,  Paul D'Arcy

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  G06F17/30

CPC classification number: H04M3/5233 ,  G06F17/30876 ,  H04M3/5175 ,  H04M2203/2038 ,  H04M2203/402

Abstract: A resource selection management computer system and method for selecting at least one agent for at least one communication session includes a monitoring module for monitoring one or more parameters of the at least one communication session involving the at least one agent; a database for storing the one or more monitored parameters; a computing module for computing at least one data value based on the one or more monitored parameters by using at least one fuzzy logic; a determination module for determining at least one attribute of the agent based on the at least one computed data value; and an agent selection module for selecting at least one agent based on the at least one determined attribute.

Abstract translation: 一种用于选择用于至少一个通信会话的至少一个代理的资源选择管理计算机系统和方法包括：监视模块，用于监视涉及所述至少一个代理的所述至少一个通信会话的一个或多个参数; 用于存储所述一个或多个被监视参数的数据库; 计算模块，用于通过使用至少一个模糊逻辑来基于所述一个或多个监视参数来计算至少一个数据值; 确定模块，用于基于所述至少一个计算的数据值来确定所述代理的至少一个属性; 以及用于基于所述至少一个确定的属性来选择至少一个代理的代理选择模块。

公开(公告)号：US20160127557A1

公开(公告)日：2016-05-05

申请号：US14533454

申请日：2014-11-05

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Joseph Smyth ,  Paul D'Arcy

IPC: H04M3/523 ,  G06F17/30

CPC classification number: H04M3/5233 ,  G06F17/30876 ,  H04M3/5175 ,  H04M2203/2038 ,  H04M2203/402

Abstract: A resource selection management computer system and method for selecting at least one agent for at least one communication session in an enterprise is disclosed. The resource selection management computer system includes a monitoring module for monitoring one or more parameters of the at least one communication session involving the at least one agent; a database for storing the one or more monitored parameters; a computing module for computing at least one data value based on the one or more monitored parameters by using at least one fuzzy logic; a determination module for determining at least one attribute of the agent based on the at least one computed data value; and an agent selection module for selecting at least one agent based on the at least one determined attribute.

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资源选择管理计算机系统和方法。 所述资源选择管理计算机系统包括监视模块，用于监视涉及所述至少一个代理的所述至少一个通信会话的一个或多个参数; 用于存储所述一个或多个被监视参数的数据库; 计算模块，用于通过使用至少一个模糊逻辑来基于所述一个或多个监视参数来计算至少一个数据值; 确定模块，用于基于所述至少一个计算的数据值来确定所述代理的至少一个属性; 以及用于基于所述至少一个确定的属性来选择至少一个代理的代理选择模块。

公开(公告)号：US20150178660A1

公开(公告)日：2015-06-25

申请号：US14133898

申请日：2013-12-19

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Neil O'Connor ,  Joseph Smyth

IPC: G06Q10/06

CPC classification number: G06Q10/06398

Abstract: A skill finding system for automated administration of employee's skills in an enterprise is provided. The skill finding system includes a selection module configured to select at least one employee of the enterprise for skill mutation from an employee database. The skill finding system further includes a mutation module configured to mutate at least one attribute of skill of the selected at least one employee based on predefined mutation rules. The skill finding system further includes an update module configured to terminate or retain the mutated at least one attribute of skill from the employee database based on at least one performance feedback of the selected employee and level of mutation in the selected employee's at least one attribute of skill.

Abstract translation: 提供了企业自动管理员工技能的技能查找系统。 技能查找系统包括选择模块，其被配置为从雇员数据库中选择企业的至少一名雇员进行技能突变。 技能查找系统还包括突变模块，其被配置为基于预定义的突变规则来突变所选择的至少一个雇员的技能的至少一个属性。 所述技能查找系统还包括更新模块，所述更新模块被配置为基于所选择的雇员的所述至少一个性能反馈和所选择的雇员的至少一个属性中的突变级别终止或保留来自所述雇员数据库的所述突变的至少一个技能属性 技能。

公开(公告)号：US20140093062A1

公开(公告)日：2014-04-03

申请号：US13630013

申请日：2012-09-28

Applicant: AVAYA INC.

Inventor： Tony McCormack ,  Paul D'Arcy ,  Neil O'Connor ,  Sean Burke ,  Joseph Smyth

IPC: H04M3/00

CPC classification number: H04M3/5233 ,  H04M2203/402 ,  H04M2203/558

Abstract: Embodiments of the present invention provide a system and method to generate skill information. The method includes retrieving information relating to an agent of a contact center, wherein the information includes document and information repositories, knowledge sharing reports, mail repositories, and customer, supervisor, and peer feedbacks. The information may also include information from external sources including social network. The method further includes determining keywords from the retrieved information, and generating skill information for the at least one agent.

Abstract translation: 本发明的实施例提供了一种产生技能信息的系统和方法。 该方法包括检索与联络中心的代理相关的信息，其中信息包括文档和信息存储库，知识共享报告，邮件存储库以及客户，主管和同侪反馈。 该信息还可以包括来自外部来源的信息，包括社交网络。 该方法还包括从检索到的信息中确定关键字，以及生成至少一个代理的技能信息。

公开(公告)号：US09628625B2

公开(公告)日：2017-04-18

申请号：US14554143

申请日：2014-11-26

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Tony McCormack ,  Joseph Smyth

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523

CPC classification number: H04M3/5238 ,  H04M3/5235

Abstract: System and method to improve self-service operation in a contact center, the method including: determining a characteristic of the new customer contact; determining a characteristic of an existing customer contact; determining a communication delay latency between an assignment engine and a contact center agent; determining a time to assign the new customer contact to the contact center agent, wherein the time to assign is made in a predetermined amount of time in advance of receiving a ready indication from the contact center agent, the predetermined amount of time determined from the communication delay latency.

公开(公告)号：US20170054847A1

公开(公告)日：2017-02-23

申请号：US15239989

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： John Reilly ,  John McGreevy ,  Joseph Smyth ,  Thomas Eustace

IPC: H04M3/51 ,  H04L29/08 ,  H04M3/42 ,  H04M3/523

CPC classification number: H04M3/5183 ,  H04L67/1021 ,  H04L67/1097 ,  H04L67/327 ,  H04M3/42068 ,  H04M3/42348 ,  H04M3/5237 ,  H04M2203/408 ,  H04M2203/551 ,  H04M2203/558

Abstract: A method of sending data to one of a plurality of geographically dispersed contact center service sites includes receiving a contact from a customer device; determining a context of the contact; and retrieving, by the server of the contact center, from a first context store, information based on the determined context of the contact. Accordingly, based on the determined context of the contact, a predicted particular service site from among the plurality of geographically dispersed contact center service sites can be identified so that the retrieved information can be sent to a storage location that is closer to the predicted particular service site than the contact center is.

Abstract translation: 向多个地理上分散的联络中心服务站点之一发送数据的方法包括从客户设备接收联系人; 确定接触的上下文; 以及由所述联络中心的服务器从第一上下文存储器检索基于所确定的所述联系人的上下文的信息。 因此，基于所确定的联系人的上下文，可以识别来自多个地理上分散的联络中心服务站点中的预测的特定服务站点，使得所检索的信息可以被发送到更靠近预测的特定服务的存储位置 现场比联络中心多。

公开(公告)号：US09020128B1

公开(公告)日：2015-04-28

申请号：US14050648

申请日：2013-10-10

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Joseph Smyth

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  G06Q10/06

CPC classification number: G06Q10/0637

Abstract: System and method to select a contact handling mode in a contact center, the method including: receiving, by a communication interface, a contact from a customer; calculating, by a processor of the contact center, an expected wait time by the customer based upon historical contact information stored in a memory of the contact center; calculating an expected cost of queueing the customer for the expected wait time; and selecting the contact handling mode based upon the expected cost of queueing the customer.

Abstract translation: 用于在联络中心中选择联系人处理模式的系统和方法，所述方法包括：通过通信接口接收来自客户的联系人; 根据存储在联络中心的存储器中的历史联系信息，由联络中心的处理器计算顾客预期的等待时间; 计算预期等待时间排队客户的预期成本; 以及基于排队客户的预期成本来选择联系人处理模式。

公开(公告)号：US10165121B2

公开(公告)日：2018-12-25

申请号：US15239989

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： John Reilly ,  John McGreevy ,  Joseph Smyth ,  Thomas Eustace

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523 ,  H04L29/08 ,  H04M3/42

Abstract: A method of sending data to one of a plurality of geographically dispersed contact center service sites includes receiving a contact from a customer device; determining a context of the contact; and retrieving, by the server of the contact center, from a first context store, information based on the determined context of the contact. Accordingly, based on the determined context of the contact, a predicted particular service site from among the plurality of geographically dispersed contact center service sites can be identified so that the retrieved information can be sent to a storage location that is closer to the predicted particular service site than the contact center is.