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.

公开(公告)号：US09516169B2

公开(公告)日：2016-12-06

申请号：US14562456

申请日：2014-12-05

Applicant: Avaya Inc.

Inventor： John Reilly ,  Dawid Nowak ,  John McGreevy ,  Siobhán Dervan ,  Tom Eustace

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

CPC classification number: H04M3/5238 ,  H04M3/5233 ,  H04M2203/402

Abstract: A contact center, methods, and mechanisms are provided for dynamically scaling a contact center based on scaling triggers and monitored activity. The monitored activity includes information provided from one or more sources. This information serves to indicate whether a contact center activity is increasing, decreasing, or maintaining a steady-state. When the activity at a contact center is increasing, a scaling mechanism increases a number of resources provisioned to the contact center according to rules. When the activity at a contact center is decreasing, a scaling mechanism decreases a number of resources provisioned to the contact center according to rules. The scaling triggers are created, removed, modified, or otherwise classified as correlations between monitored activity and contact center scaling are observed.

Abstract translation: 提供了联络中心，方法和机制，用于根据缩放触发器和监视的活动动态缩放联络中心。 受监视的活动包括从一个或多个来源提供的信息。 该信息用于指示联络中心活动是增加，减少还是维持稳定状态。 当联络中心的活动越来越多时，缩放机制根据规则增加了向联络中心提供的资源数量。 当联络中心的活动正在减少时，缩放机制会根据规则减少提供给联络中心的资源数量。 缩放触发器被创建，删除，修改或以其他方式分类为监视的活动和联络中心缩放之间的相关性。

公开(公告)号：US20170054846A1

公开(公告)日：2017-02-23

申请号：US15239967

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： Siobhan Dervan ,  Sean Coyne ,  John Reilly ,  Thomas Eustace

IPC: H04M3/51

CPC classification number: H04M3/5158 ,  H04M3/42357 ,  H04M3/5141 ,  H04M3/5191 ,  H04M3/5231 ,  H04M7/003 ,  H04M7/0039 ,  H04M7/0042 ,  H04M7/0054

Abstract: A method of establishing a connection with a user device associated with a user includes receiving a request from the user, the request related to a product or service and determining a context associated with the request. Accordingly, based on the determined context, one of a plurality of available communication modes can be determined and an agent device of the contact center can be connected with the user device via the determined one of the plurality of available communication modes.

Abstract translation: 建立与与用户相关联的用户设备的连接的方法包括从用户接收与产品或服务有关的请求并确定与请求相关联的上下文的请求。 因此，基于所确定的上下文，可以确定多个可用通信模式中的一个，并且可以经由所确定的多个可用通信模式中的一个与联系中心的代理设备连接用户设备。

公开(公告)号：US20170054852A1

公开(公告)日：2017-02-23

申请号：US15239924

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： John McGreevy ,  Adeel Gilani ,  James Bourke ,  John Reilly

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5235 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5238 ,  H04M2203/551 ,  H04M2203/555

Abstract: A method of responding to an incoming contact at a contact center includes receiving the incoming contact from a user device associated with a user; determining an attribute related to the user; and identifying historical contact interactions of the contact center that each have a respective attribute matching the attribute related to the user. Thus, based on the identified historical contact interactions, a next action associated with the contact can be predicted in order to provide dynamically modifying, during handling of the incoming contact, a default path for handling the incoming contact based on the predicted next action.

Abstract translation: 在联络中心响应传入联系人的方法包括从与用户相关联的用户设备接收传入联系人; 确定与用户相关的属性; 以及识别每个具有与用户相关的属性匹配的相应属性的联络中心的历史联系人交互。 因此，基于所识别的历史联系人交互，可以预测与联系人相关联的下一个动作，以便在处理传入联系人期间提供基于预测的下一个动作来处理传入联系人的默认路径。

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：US20160165052A1

公开(公告)日：2016-06-09

申请号：US14562456

申请日：2014-12-05

Applicant: Avaya Inc.

Inventor： John Reilly ,  Dawid Nowak ,  John McGreevy ,  Siobhán Dervan ,  Tom Eustace

IPC: H04M3/523

CPC classification number: H04M3/5238 ,  H04M3/5233 ,  H04M2203/402

Abstract: A contact center, methods, and mechanisms are provided for dynamically scaling a contact center based on scaling triggers and monitored activity. The monitored activity includes information provided from one or more sources. This information serves to indicate whether a contact center activity is increasing, decreasing, or maintaining a steady-state. When the activity at a contact center is increasing, a scaling mechanism increases a number of resources provisioned to the contact center according to rules. When the activity at a contact center is decreasing, a scaling mechanism decreases a number of resources provisioned to the contact center according to rules. The scaling triggers are created, removed, modified, or otherwise classified as correlations between monitored activity and contact center scaling are observed.

Abstract translation: 提供了联络中心，方法和机制，用于根据缩放触发器和监视的活动动态缩放联络中心。 受监视的活动包括从一个或多个来源提供的信息。 该信息用于指示联络中心活动是增加，减少还是维持稳定状态。 当联络中心的活动越来越多时，缩放机制根据规则增加了向联络中心提供的资源数量。 当联络中心的活动正在减少时，缩放机制根据规则减少提供给联络中心的资源数量。 缩放触发器被创建，删除，修改或以其他方式分类为监视的活动和联络中心缩放之间的相关性。