公开(公告)号：US20160112472A1

公开(公告)日：2016-04-21

申请号：US14519240

申请日：2014-10-21

Applicant: Avaya Inc.

Inventor： Jai Pugalia ,  Michael Krack ,  Wayne Wong ,  Jeffrey Wong ,  Lee Shero

IPC: H04L29/06 ,  H04L29/08

CPC classification number: H04L65/403 ,  H04L65/1093 ,  H04L67/02 ,  H04L67/141 ,  H04L67/24

Abstract: A conference managing computer system for managing one or more communication sessions is disclosed. The conference managing computer system includes a monitoring module for monitoring one or more requests from one or more user devices to remotely access the communication session. The conference managing computer system further includes a detection module for detecting presence of the one or more user devices based on proximity. The conference managing computer system further includes a connection module for establishing one or more real time communication sessions with one or more detected user devices. The conference managing computer system further includes a conferencing module for managing the one or more communication sessions to enable the one or more detected user devices to join the communication session.

Abstract translation: 公开了一种用于管理一个或多个通信会话的会议管理计算机系统。 会议管理计算机系统包括用于监视来自一个或多个用户设备的远程访问通信会话的一个或多个请求的监视模块。 会议管理计算机系统还包括用于基于邻近度来检测一个或多个用户设备的存在的检测模块。 会议管理计算机系统还包括用于与一个或多个检测到的用户设备建立一个或多个实时通信会话的连接模块。 会议管理计算机系统还包括用于管理一个或多个通信会话的会议模块，以使一个或多个检测到的用户设备能够加入通信会话。

公开(公告)号：US20190236551A1

公开(公告)日：2019-08-01

申请号：US15885562

申请日：2018-01-31

Applicant: Avaya Inc.

Inventor： Hemang Shah ,  Michael Krack ,  Lee Shero ,  Jeffrey Wong ,  Jai Pugalia

IPC: G06Q10/10 ,  G06Q10/06

CPC classification number: G06Q10/1053 ,  G06Q10/063116

Abstract: The technology disclosed herein enables a conferencing client operated by a meeting organizer to present the meeting organizer with information about the impact of extending a meeting past its scheduled end time. In a particular embodiment, a method provides, in a conferencing server, establishing a conferencing session for the meeting with an organizer conferencing client operated by the organizer. During the meeting, the method provides identifying participants in the meeting, accessing a schedule for each of the participants and determining an availability for each of the participants past the scheduled end time of the meeting from the respective schedules. The method further provides determining the impact based on the availability for each of the participants.

公开(公告)号：US20160112562A1

公开(公告)日：2016-04-21

申请号：US14516177

申请日：2014-10-16

Applicant: Avaya Inc.

Inventor： Michael Krack ,  Jeffrey Wong ,  Wayne Wong ,  Jai Pugalia

IPC: H04M3/436 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/4365 ,  H04M3/42042 ,  H04M3/436 ,  H04M3/5158 ,  H04M3/5166 ,  H04M3/523 ,  H04M2203/6045

Abstract: In order to authenticate a caller, a callee generates a code, such as, an alphanumeric code that is sent to a code manager via an electronic communication channel. The generated code is for authenticating a caller in a communication session to be made by the caller to the callee. The code manager stores the code in a memory. After the communication session has been initiated from the caller to the callee and then established, the code is sent to the callee so the callee can verify the caller is authentic.

Abstract translation: 为了对呼叫者进行认证，被叫方产生代码，例如通过电子通信信道发送到代码管理器的字母数字代码。 所生成的代码用于在呼叫者对被叫者进行通信会话中认证呼叫者。 代码管理器将代码存储在内存中。 在通话会话从呼叫者发起到被叫方然后建立之后，代码被发送到被叫方，所以被叫方可以验证主叫方是否可信。

公开(公告)号：US10742652B2

公开(公告)日：2020-08-11

申请号：US16149293

申请日：2018-10-02

Applicant: Avaya Inc.

Inventor： Joel Ezell ,  David Chavez ,  Michael Krack

IPC: H04L29/06

Abstract: A call request is received, from a mobile device, to establish a communication with a contact center. For example, the call request may be to establish a voice call with the contact center. In response to the call request, the mobile device sends authentication factors to a cloud authentication service that the user/mobile device has previously registered with. For example, the authentication factors may include usage factors of the mobile device, such as a call history of the user on the mobile device. If the authentication factors are validated, a token is generated. The token is sent to the contact center along with the call request. The token is validated at the contact center. At this point, the contact center knows that the user/mobile device are authentic. A call is then established between the user and the contact center.

公开(公告)号：US20190036922A1

公开(公告)日：2019-01-31

申请号：US16149293

申请日：2018-10-02

Applicant: Avaya Inc.

Inventor： Joel Ezell ,  David Chavez ,  Michael Krack

IPC: H04L29/06

CPC classification number: H04L63/0876 ,  H04L63/083 ,  H04L63/0861 ,  H04L2463/082 ,  H04M2203/40 ,  H04M2203/6045 ,  H04M2203/6054 ,  H04M2203/6072

Abstract: A call request is received, from a mobile device, to establish a communication with a contact center. For example, the call request may be to establish a voice call with the contact center. In response to the call request, the mobile device sends authentication factors to a cloud authentication service that the user/mobile device has previously registered with. For example, the authentication factors may include usage factors of the mobile device, such as a call history of the user on the mobile device. If the authentication factors are validated, a token is generated. The token is sent to the contact center along with the call request. The token is validated at the contact center. At this point, the contact center knows that the user/mobile device are authentic. A call is then established between the user and the contact center.

公开(公告)号：US20160065738A1

公开(公告)日：2016-03-03

申请号：US14469627

申请日：2014-08-27

Applicant: Avaya Inc.

Inventor： Yolanda Schwartz ,  Shmuel Shaffer ,  Michael Krack ,  Aaron Lepold

IPC: H04M3/51 ,  G06Q30/00

CPC classification number: H04M3/5175 ,  G06Q30/016 ,  H04M3/4217 ,  H04M3/5166 ,  H04M2203/357

Abstract: System and method to improve self-service operation in a contact center, the method including: monitoring progress of a self-service customer support session for a customer of the contact center; monitoring surplus status of agents in the contact center; determining a system state related to the customer by use of the monitored progress and the monitored surplus status; setting an indicator signal to a first state if the system state is in an agent-support domain, otherwise setting the indicator signal to a second state if the system state is in an self-support domain; and assigning the customer to an agent-supported session if the indicator signal is in the first state.

Abstract translation: 提高联络中心自助服务运行的系统和方法，包括：监控联络中心客户自助客户支持会话进度; 监测联络中心代理人的盈余状况; 通过使用监测进度和监测的剩余状态确定与客户有关的系统状态; 如果系统状态处于代理支持域，则将指示符信号设置为第一状态，否则如果系统状态处于自支持域，则将指示符信号设置为第二状态; 以及如果所述指示符信号处于所述第一状态，则将所述客户分配给代理支持的会话。

公开(公告)号：US20180139206A1

公开(公告)日：2018-05-17

申请号：US15354816

申请日：2016-11-17

Applicant: Avaya Inc.

Inventor： Joel Ezell ,  David Chavez ,  Michael Krack

IPC: H04L29/06

CPC classification number: H04L63/0876 ,  H04L63/083 ,  H04L63/0861 ,  H04L2463/082 ,  H04M2203/40 ,  H04M2203/6045 ,  H04M2203/6054 ,  H04M2203/6072

Abstract: A call request is received, from a mobile device, to establish a communication with a contact center. For example, the call request may be to establish a voice call with the contact center. In response to the call request, the mobile device sends authentication factors to a cloud authentication service that the user/mobile device has previously registered with. For example, the authentication factors may include usage factors of the mobile device, such as a call history of the user on the mobile device. If the authentication factors are validated, a token is generated. The token is sent to the contact center along with the call request. The token is validated at the contact center. At this point, the contact center knows that the user/mobile device are authentic. A call is then established between the user and the contact center.

公开(公告)号：US09560208B2

公开(公告)日：2017-01-31

申请号：US14149028

申请日：2014-01-07

Applicant: Avaya Inc.

Inventor： Michael Krack ,  Jai Pugalia ,  Doug Zumbiel ,  Wayne Wong ,  Jeffrey Wong

IPC: H04M3/42 ,  H04M3/56 ,  H04M3/428

CPC classification number: H04M3/569 ,  H04M3/4285 ,  H04M2203/2027

Abstract: A communication device is described along with various methods and systems for controlling the same. Methods are provided that monitor audio from a local and remote audio stream when determining whether to provide a mute notification on a muted call. In general, when a mute function of a communication device is active and a user attempts to speak, the system can analyze the user's local audio stream and the call's remote audio stream to determine whether characteristics exist to provide a mute notification to the user. The system provides mechanisms for controlling false positive determinations of speaking through mute by utilizing a combination of recorded characteristics and initiated timers that can be adjusted based on determinations made.

Abstract translation: 描述通信设备以及用于控制通信设备的各种方法和系统。 提供了当确定是否在静音呼叫上提供静音通知时，监视来自本地和远程音频流的音频的方法。 通常，当通信设备的静音功能被激活并且用户尝试发言时，系统可以分析用户的本地音频流和呼叫的远程音频流，以确定是否存在特性以向用户提供静音通知。 该系统通过利用记录的特征和启动的定时器的组合来提供用于通过静音来进行假通知确定的机制，所述定时器可以基于确定而被调整。

公开(公告)号：US20170010851A1

公开(公告)日：2017-01-12

申请号：US14792229

申请日：2015-07-06

Applicant: Avaya Inc.

Inventor： Rahul BUDDHISAGAR ,  Michael Krack ,  Jai Pugalia ,  Jeffrey Wong ,  Wayne Wong

IPC: G06F3/16 ,  H04M3/02 ,  H04L12/58 ,  H04W68/00

CPC classification number: H04L51/24 ,  G06F3/165 ,  H04M3/02 ,  H04W68/005

Abstract: An electronic device, system, and method performs an automated control. The electronic device includes an audio output device configured to play a sound. The electronic device includes a processor configured to receive state data indicative of a state of a user of the electronic device. The processor is configured to control an activation of the audio output device based upon the state data. The activation of the audio output device is based upon first setting data when the state data indicates a first state. The activation of the audio output device is based upon second setting data when the state data indicates a second state.

Abstract translation: 电子设备，系统和方法执行自动控制。 电子设备包括被配置为播放声音的音频输出设备。 电子设备包括被配置为接收指示电子设备的用户的状态的状态数据的处理器。 处理器被配置为基于状态数据控制音频输出设备的激活。 当状态数据指示第一状态时，音频输出设备的激活基于第一设置数据。 当状态数据指示第二状态时，音频输出设备的激活基于第二设置数据。

公开(公告)号：US20150195411A1

公开(公告)日：2015-07-09

申请号：US14149028

申请日：2014-01-07

Applicant: Avaya Inc.

Inventor： Michael Krack ,  Jai Pugalia ,  Doug Zumbiel ,  Wayne Wong ,  Jeffrey Wong

IPC: H04M3/56

CPC classification number: H04M3/569 ,  H04M3/4285 ,  H04M2203/2027

Abstract: A communication device is described along with various methods and systems for controlling the same. Methods are provided that monitor audio from a local and remote audio stream when determining whether to provide a mute notification on a muted call. In general, when a mute function of a communication device is active and a user attempts to speak, the system can analyze the user's local audio stream and the call's remote audio stream to determine whether characteristics exist to provide a mute notification to the user. The system provides mechanisms for controlling false positive determinations of speaking through mute by utilizing a combination of recorded characteristics and initiated timers that can be adjusted based on determinations made.

Abstract translation: 描述通信设备以及用于控制通信设备的各种方法和系统。 提供了当确定是否在静音呼叫上提供静音通知时，监视来自本地和远程音频流的音频的方法。 通常，当通信设备的静音功能被激活并且用户尝试发言时，系统可以分析用户的本地音频流和呼叫的远程音频流，以确定是否存在特性以向用户提供静音通知。 该系统通过利用记录的特征和启动的定时器的组合来提供用于通过静音来进行假通知确定的机制，所述定时器可以基于确定而被调整。