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公开(公告)号：US20200288018A1
公开(公告)日：2020-09-10
申请号：US16291549
申请日：2019-03-04
Applicant: Avaya Inc.
Inventor： Mehmet Balasaygun , Dragan Grebovic , David Chavez , Kurt Haserodt
Abstract: Contact centers may receive a call that is unintentionally disconnected or has poor audio quality. If the customer needs to call again, re-entering the normal queuing process, which may have a significant delay, or re-starting an issue (e.g., providing background information, stating a problem, etc.) further adds to the frustration. Methods and systems are provided to enable a customer, who is disconnected or other wise unable to communicate effectively with an agent, to be re-queued at a higher priority, if they call the contact center again, such as within a period of time likely to be associated with the same event.
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公开(公告)号：US10440127B2
公开(公告)日：2019-10-08
申请号：US15888396
申请日：2018-02-05
Applicant: Avaya Inc.
Inventor： David Chavez , Gregory D. Weber
Abstract: Embodiments of the disclosure provide a mobile-specific intermediary replacement for the toll free service. This mobile intermediary entity or service can provide four primary call invocation types. Namely, calls can be invoked through a dialer of the mobile device, through a web interface accessed through the mobile device, through a mobile application executing on the mobile device, or through a personal assistant of similar service. The mobile intermediary entity or service can also provide rich, supplementary services for mobile callers. These services can include but are not limited to menu navigation, call continuity, caller geo-location awareness, and awareness of the caller's mobile network operator's identifier. Services natively provided by the called enterprise, such as call conferencing, can also be provided within the call.
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公开(公告)号：US20200314245A1
公开(公告)日：2020-10-01
申请号：US16365122
申请日：2019-03-26
Applicant: Avaya Inc.
Inventor： David Chavez , Laurent Philonenko
Abstract: Systems, methods, software and apparatus to enable a contact center to handle a spike service requests to minimize the disruption of anomalous traffic. An Artificial Intelligence Engine enables the contact center to track, manage, maintain, assign, and route: (1) normal traffic; and (2) anomalous traffic.
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公开(公告)号：US20200304546A1
公开(公告)日：2020-09-24
申请号：US16362013
申请日：2019-03-22
Applicant: Avaya Inc.
Inventor： David Chavez
Abstract: Embodiments of the disclosure provide a communication system and method. In one example, the method includes receiving an incoming call message that is being transmitted by a caller's communication device to a callee's communication device, analyzing a caller identification (ID) field of the incoming call message to determine a caller ID associated with the incoming call message, comparing the caller ID with a set of known caller IDs, determining that the caller ID does not match any known caller ID from the set of known caller IDs, and blocking the incoming call message from being transferred to the callee's communication device in response to determining that the caller ID does not match any known caller ID from the set of known caller IDs.
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公开(公告)号：US10741037B2
公开(公告)日：2020-08-11
申请号：US15981184
申请日：2018-05-16
Applicant: Avaya Inc.
Inventor： David Chavez
Abstract: The methods and systems of the present disclosure can monitor, by a microprocessor of a first device, changes in pressure over time at the first device; detect, by the microprocessor, a first measurement in the pressure over time; and provide, by the microprocessor, a first alert based on the detection of the first measurement.
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Patent Agency Ranking
公开(公告)号：US11240038B2
公开(公告)日：2022-02-01
申请号：US16354340
申请日：2019-03-15
Applicant: Avaya Inc.
Inventor： John Young , David Chavez
Abstract: 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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公开(公告)号：US20200351399A1
公开(公告)日：2020-11-05
申请号：US16402069
申请日：2019-05-02
Applicant: Avaya Inc.
Inventor： John Young , Pushkar Yashavant Deole , David Chavez , Laurent Philonenko
Abstract: An acceptance of an end user license is received from a user communication endpoint. The acceptance of the end user license causes a smart contract to associate a number of digital tokens (i.e., digital currency) with a user of the user communication endpoint. For example, the user may electronically agree to abide by terms associated with transactions within a contact center. A communication session is established between the user communication endpoint and the contact center. Input is received that indicates that the user wants to have a transaction with the contact center. For example, the transaction may be that the user wants to be moved to the top of a contact center queue. The transaction causes a change to the number of digital tokens associated with the user. The change in digital tokens is then stored in a blockchain associated with the contact center.
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公开(公告)号：US10742800B2
公开(公告)日：2020-08-11
申请号：US16585905
申请日：2019-09-27
Applicant: Avaya Inc.
Inventor： David Chavez , Keith Cowley
Abstract: Embodiments provide systems and methods for reconstructing a communication session upon a failure of a session manager by monitoring a communication session associated with a Universal Call IDentifier (UCID) and detecting a failure of the session manager. In some cases, A timer can be set in response to detecting the failure of the session manager. In response to the timer expiring before detecting the recovery of the session manager, the application server can end monitoring of the communication session. In response to detecting a subsequent recovery of the session manager, a re-invitation message associated with the communication session and including the UCID can be sent. Communications components of the contact center can receive and accept the re-invitation message, re-map a session initiated by the re-invitation message to the communication session based on the UCID from the re-invitation message, and reconstruct the communication session.
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公开(公告)号：US10671847B2
公开(公告)日：2020-06-02
申请号：US15602408
申请日：2017-05-23
Applicant: Avaya Inc.
Inventor： David Chavez , Laurent Philonenko
IPC: G06K9/00
Abstract: An image (e.g., a picture) is received from a communication device. The image has associated metadata that is captured while the image is taken. For example, the metadata may be a location, a date, and a time of the picture. One or more object(s) (e.g., a car) along with characteristics of the object(s) in the image are identified. For example, a characteristic may be an action associated with the object, such as a person is running. In response to analyzing the one or more objects for the one or more characteristics in conjunction with the metadata, one or more potential workflows are determined (e.g., a workflow to call the police). A list that identifies the one or more potential workflows is sent to the communication device. Input to select one of the one or more workflows is received, which initiates the selected workflow.
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公开(公告)号：US20180159980A1
公开(公告)日：2018-06-07
申请号：US15888396
申请日：2018-02-05
Applicant: Avaya Inc.
Inventor： David Chavez , Gregory D. Weber
CPC classification number: H04L67/146 , H04L12/1496 , H04L65/1096 , H04L67/02 , H04L67/04 , H04M3/42059 , H04M3/4285 , H04M3/44 , H04M3/5235 , H04M3/543 , H04M2201/16
Abstract: Embodiments of the disclosure provide a mobile-specific intermediary replacement for the toll free service. This mobile intermediary entity or service can provide four primary call invocation types. Namely, calls can be invoked through a dialer of the mobile device, through a web interface accessed through the mobile device, through a mobile application executing on the mobile device, or through a personal assistant of similar service. The mobile intermediary entity or service can also provide rich, supplementary services for mobile callers. These services can include but are not limited to menu navigation, call continuity, caller geo-location awareness, and awareness of the caller's mobile network operator's identifier. Services natively provided by the called enterprise, such as call conferencing, can also be provided within the call.
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