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公开(公告)号：US10735258B2
公开(公告)日：2020-08-04
申请号：US16043452
申请日：2018-07-24
Applicant: Avaya Inc.
Inventor： Kezzia Porter , Edel Kelly , Paul Delaney , Danushka Migel Wasam
IPC: H04L12/24 , H04L12/911 , H04L12/919 , G06F11/34 , H04L12/18
Abstract: Complex systems, such as those comprising processing, data storage, and communication resources for processing a plurality of communication and data processing events and types of events, are often caught unaware of outside events or how to respond to such outside events. Providing a system that self-configures in response to external events enables such systems to be proactive in their operations to address increased activity and/or types of activity in response to an external event. The system then self-evaluates, which may identify overages or shortfalls, such that the system self-learns and response more appropriately over time.
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公开(公告)号：US20190312975A1
公开(公告)日：2019-10-10
申请号：US15949265
申请日：2018-04-10
Applicant: Avaya Inc.
Inventor： Edel Kelly , Patrick Crowley
Abstract: Information is gathered in real-time from one or more information sources monitored by a contact center. For example, information may be gathered from social media sites and routing hardware in the contact center. The gathered information is about a product and/or service managed by the contact center. The gathered information is analyzed in real-time to determine a potential impact on communications with the contact center. For instance, the gathered information is analyzed to determine how it impacts voice calls in the contact center. The communications with the contact center are routed based on a skill group. In response to determining that there is a potential impact on the communications with the contact center, the system dynamically creates a new skill group and/or modifies the skill group. New communications are then routed to an agent in the new skill group and/or in the modified skill group.
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公开(公告)号：US20200036588A1
公开(公告)日：2020-01-30
申请号：US16043452
申请日：2018-07-24
Applicant: Avaya Inc.
Inventor： Kezzia Porter , Edel Kelly , Paul Delaney , Danushka Migel Wasam
IPC: H04L12/24 , H04L12/911 , H04L12/919 , G06F11/34
Abstract: Complex systems, such as those comprising processing, data storage, and communication resources for processing a plurality of communication and data processing events and types of events, are often caught unaware of outside events or how to respond to such outside events. Providing a system that self-configures in response to external events enables such systems to be proactive in their operations to address increased activity and/or types of activity in response to an external event. The system then self-evaluates, which may identify overages or shortfalls, such that the system self-learns and response more appropriately over time.
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Patent Agency Ranking
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：US10742816B2
公开(公告)日：2020-08-11
申请号：US15949265
申请日：2018-04-10
Applicant: Avaya Inc.
Inventor： Edel Kelly , Patrick Crowley
Abstract: Information is gathered in real-time from one or more information sources monitored by a contact center. For example, information may be gathered from social media sites and routing hardware in the contact center. The gathered information is about a product and/or service managed by the contact center. The gathered information is analyzed in real-time to determine a potential impact on communications with the contact center. For instance, the gathered information is analyzed to determine how it impacts voice calls in the contact center. The communications with the contact center are routed based on a skill group. In response to determining that there is a potential impact on the communications with the contact center, the system dynamically creates a new skill group and/or modifies the skill group. New communications are then routed to an agent in the new skill group and/or in the modified skill group.
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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：US09813553B2
公开(公告)日：2017-11-07
申请号：US14919057
申请日：2015-10-21
Applicant: Avaya Inc.
Inventor： Edel Kelly , Liam Loftus , Seamus Hayes , Will Meaney
CPC classification number: H04M3/5141 , H04M3/5233 , H04M3/58 , H04M2201/16 , H04M2201/50
Abstract: A device, system, and method optimizes active transactions of an agent. The method performed using a prioritizing device of a contact center includes determining a first priority value of an incoming transaction, the incoming transaction included in a user request received by the contact center, the incoming transaction requiring utilization of a real-time communication channel. When the first priority value is greater than a predetermined threshold value, the method includes identifying an agent device associated with the contact center to process the incoming transaction, said agent device currently processing an ongoing transaction. The method includes transferring the ongoing transaction from the agent device. The method includes transferring the incoming transaction to the agent device.
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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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