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

IPC: H04M3/523 ,  H04M3/51

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.

公开(公告)号：US20170250956A1

公开(公告)日：2017-08-31

申请号：US15283903

申请日：2016-10-03

Applicant: Avaya Inc.

Inventor： Shalini Yajnik ,  Anjur S. Krishnakumar ,  Venkatesh Krishnaswamy ,  Laurent Philonenko

IPC: H04L29/06

CPC classification number: H04L63/0272 ,  H04L63/0227 ,  H04L63/1416 ,  H04L63/1425

Abstract: A security event that is associated with one or more communication devices is detected. For example, the security event may be an unexpected change in data being sent from a communication device outside an enterprise. In response to detecting the security event, a Virtual Service Network (VSN) is created that isolates one or more communication devices that may pose a security risk. A corrective action to mitigate the security event is then implemented. For example, the corrective action may be to dynamically instantiate a firewall on the VSN that blocks the transfer of data from the communication device outside the enterprise. This allows an administrator to review the security event and take further action if necessary. Because the VSN with the firewall is created dynamically, the network remains secure while the security event is investigated.

公开(公告)号：US10212145B2

公开(公告)日：2019-02-19

申请号：US15284103

申请日：2016-10-03

Applicant: Avaya Inc.

Inventor： David Chavez ,  Laurent Philonenko

IPC: H04M1/66 ,  H04L29/06 ,  H04B1/3816 ,  H04W12/06

Abstract: Mobile devices and other devices used in transactions or interactions with other computer systems can be identified by an abstract composite of information unique to the device. For example, the device can record and store when a user first started the device (a date and time of first use), how the device is configured (including any hardware/software identifications, versions, install dates, time when configurations or installations occurred, etc.), etc. All of the information can be collected for a specified period of time (e.g., 30 minutes, 1 hour, etc.), periodically, or continually. This process yields a large collection of data, which can be condensed (a record before condensing the data may be approximately 10 to 50 MB). The data may then be encapsulated in a blockchain. At least a portion of the blockchain may then be exchanged to identify the device.

公开(公告)号：US20180341806A1

公开(公告)日：2018-11-29

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.

公开(公告)号：US09819794B2

公开(公告)日：2017-11-14

申请号：US14717060

申请日：2015-05-20

Applicant: Avaya Inc.

Inventor： Venkatesh Krishnaswamy ,  Kundan Singh ,  Stephen Brock ,  Joyce Fong ,  Laurent Philonenko

IPC: H04L12/16 ,  H04M3/42 ,  H04L29/06 ,  H04M3/53 ,  H04M3/54 ,  H04M3/56 ,  H04M15/00

CPC classification number: H04M3/42263 ,  H04L65/1096 ,  H04M3/42357 ,  H04M3/42374 ,  H04M3/53 ,  H04M3/54 ,  H04M3/56 ,  H04M15/882 ,  H04M2203/554

Abstract: The system and method identify contact information for a first party. The contact information for the first party includes a plurality of communication endpoints of the first party and a plurality of communication applications for the plurality of communication endpoints of the first party. For example, the plurality of communication endpoints may be a home phone and a cell phone of the first party. The plurality of communication applications may be voice, video, text, and/or virtual reality applications of the first party. An electronic communication request is received from the first party to the second party. In response to receiving the electronic communication request from the first party to the second party, a first communication endpoint of the plurality of communication endpoints for the first party and a first communication application of the plurality of communication applications of the first party is selected based on a rule.

公开(公告)号：US20160344867A1

公开(公告)日：2016-11-24

申请号：US14717060

申请日：2015-05-20

Applicant: Avaya Inc.

Inventor： Venkatesh Krishnaswamy ,  Kundan Singh ,  Stephen Brock ,  Joyce Fong ,  Laurent Philonenko

IPC: H04M3/42 ,  H04M15/00 ,  H04M3/54 ,  H04M3/56 ,  H04L29/06 ,  H04M3/53

CPC classification number: H04M3/42263 ,  H04L65/1096 ,  H04M3/42357 ,  H04M3/42374 ,  H04M3/53 ,  H04M3/54 ,  H04M3/56 ,  H04M15/882 ,  H04M2203/554

Abstract: The system and method identify contact information for a first party. The contact information for the first party includes a plurality of communication endpoints of the first party and a plurality of communication applications for the plurality of communication endpoints of the first party. For example, the plurality of communication endpoints may be a home phone and a cell phone of the first party. The plurality of communication applications may be voice, video, text, and/or virtual reality applications of the first party. An electronic communication request is received from the first party to the second party. In response to receiving the electronic communication request from the first party to the second party, a first communication endpoint of the plurality of communication endpoints for the first party and a first communication application of the plurality of communication applications of the first party is selected based on a rule.

Abstract translation: 系统和方法识别第一方的联系信息。 第一方的联系人信息包括第一方的多个通信端点和第一方的多个通信端点的多个通信应用程序。 例如，多个通信端点可以是家庭电话和第一方的手机。 多个通信应用可以是第一方的语音，视频，文本和/或虚拟现实应用。 从第一方接收到第二方的电子通信请求。 响应于从第一方接收到第二方的电子通信请求，基于第一方的多个通信端点的第一通信端点和第一方的多个通信应用的第一通信应用基于 一个规则。

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

IPC: H04M3/51 ,  G06Q20/06 ,  G06Q20/36 ,  H04L9/06

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.

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.

公开(公告)号：US20170295157A1

公开(公告)日：2017-10-12

申请号：US15284103

申请日：2016-10-03

Applicant: Avaya Inc.

Inventor： David Chavez ,  Laurent Philonenko

IPC: H04L29/06 ,  H04B1/3816 ,  H04W12/06

CPC classification number: H04L63/08 ,  G06F21/44 ,  G06F21/6218 ,  H04B1/3816 ,  H04L9/3239 ,  H04L9/3297 ,  H04L63/123 ,  H04L63/1466 ,  H04L2209/38 ,  H04W12/06 ,  H04W12/10

Abstract: Mobile devices and other devices used in transactions or interactions with other computer systems can be identified by an abstract composite of information unique to the device. For example, the device can record and store when a user first started the device (a date and time of first use), how the device is configured (including any hardware/software identifications, versions, install dates, time when configurations or installations occurred, etc.), etc. All of the information can be collected for a specified period of time (e.g., 30 minutes, 1 hour, etc.), periodically, or continually. This process yields a large collection of data, which can be condensed (a record before condensing the data may be approximately 10 to 50 MB). The data may then be encapsulated in a blockchain. At least a portion of the blockchain may then be exchanged to identify the device.

公开(公告)号：US20160212265A1

公开(公告)日：2016-07-21

申请号：US14983068

申请日：2015-12-29

Applicant: Avaya Inc.

Inventor： Laurent Philonenko ,  Venkatesh Krishnaswamy ,  Parameshwaran Krishnan ,  Navjot Singh

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5183 ,  H04M3/5233

Abstract: A contact center, communication system, and server are disclosed. An illustrative contact center is disclosed as being a multichannel contact center. A customer of the illustrative multichannel contact center is allowed to switch their engagement with the contact center from using a first media type to using a second media type. Upon making such a switch of engagement, the customer may be provided with information regarding resources in the contact center, statistics/metrics of those resources, the ability to provide real-time feedback regarding the engagement, and possibly the ability to select a resource from among a plurality of resources. In this way, the customer may be incentivized to switch their method of engagement to a benefit of both the contact center and the customer.

Abstract translation: 公开了联络中心，通信系统和服务器。 公开了一种说明性的联络中心作为多渠道联络中心。 允许说明性多通道联络中心的客户将其与联络中心的接合从使用第一媒体类型切换到使用第二媒体类型。 在进行这样的参与转换时，可以向客户提供关于联络中心中的资源的信息，这些资源的统计/指标，提供关于参与的实时反馈的能力，以及可能从 在多个资源之中。 以这种方式，客户可能会被激励将其参与方式切换到联络中心和客户的利益。