公开(公告)号：US20200028967A1

公开(公告)日：2020-01-23

申请号：US16587588

申请日：2019-09-30

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Tony McCormack

IPC: H04M3/51 ,  G06Q10/06 ,  G06Q30/00 ,  H04M3/523 ,  H04M3/493

Abstract: Managing customer interactions in an enterprise, that includes determining at least one objective of an incoming call request from a customer of the enterprise; establishing an on-going customer communication session with a plurality of agents of the enterprise based on the determined at least one objective; allocating the plurality of agents to the on-going customer communication session based on the determined at least one objective; and monitoring the on-going customer communication session to determine one or more attributes associated with the on-going customer communication session. Also, based on the determined one or more attributes associated with the on-going customer communication session, automatically changing a number of the plurality of agents allocated to the on-going customer communication session.

公开(公告)号：US10425534B2

公开(公告)日：2019-09-24

申请号：US14672409

申请日：2015-03-30

Applicant: Avaya Inc.

Inventor： Liam Loftus ,  Neil O'Connor ,  Tommy Moran ,  Seamus Hayes ,  Paul D'Arcy

IPC: H04M3/51 ,  H04M3/22 ,  H04M3/58

Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.

公开(公告)号：US20190191031A1

公开(公告)日：2019-06-20

申请号：US15847110

申请日：2017-12-19

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Amit Mishra ,  Joel Ezell

IPC: H04M3/51

CPC classification number: H04M3/5158 ,  G06N7/005 ,  G06Q10/10 ,  H04M3/5141 ,  H04M3/5191 ,  H04M2201/14 ,  H04M2201/16 ,  H04M2203/558

Abstract: As “call centers” continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important. Contacting a customer on one channel and, at the customer or agent's request, initiating a second channel that delays the interaction will having limited acceptance and, in some jurisdictions, may be illegal. By nailing-up an agent half-communication with a number of channels, agents maintain a perpetual connection comprising an agent half-communication to a server, such as one serving as a media anchor point, share point, etc. The customer half-connection is established to a server and the agent, already connected, is joined. As a result, the customer experiences a greatly reduced delay between the time they answer and being greeted by an agent, regardless of the media type or types utilized.

公开(公告)号：US20180352088A1

公开(公告)日：2018-12-06

申请号：US16058284

申请日：2018-08-08

Applicant: Avaya Inc.

Inventor： Paul D'Arcy ,  Neil O'Connor ,  John McGreevy

IPC: H04M3/523 ,  H04M3/51 ,  G06Q30/00 ,  G06Q10/06

CPC classification number: H04M3/5232 ,  G06Q10/063112 ,  G06Q30/016 ,  H04M3/5175 ,  H04M2203/402 ,  Y04S10/54

Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.

公开(公告)号：US10104130B2

公开(公告)日：2018-10-16

申请号：US13629864

申请日：2012-09-28

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Diarmuid Leonard

IPC: G06F15/173 ,  H04L29/06 ,  H04L12/26 ,  H04L29/08 ,  H04L29/14

Abstract: Embodiments of the present invention may enable applications that are deployed at the application layer of an IMS network to frequently carry out business critical functions via a highly available application server architecture. This may be achieved by using a session manager that manages the role of active and standby server(s) of the highly available application architecture. Further, the session manager may manage the roles of the active and standby server(s) by routing SIP messaging in either serial or parallel fashion to the application server architecture. Furthermore, the active and the standby servers are automatically kept in sync by their position in the signaling path determined by the session manager. The session manager makes sure that if the active server goes down, then the standby server must be able to take over the role of the active server in a seamless fashion.

公开(公告)号：US20180124246A1

公开(公告)日：2018-05-03

申请号：US15856131

申请日：2017-12-28

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Tony McCormack ,  Dawid Nowak

IPC: H04M3/523 ,  G06Q10/06 ,  H04M3/51

CPC classification number: H04M3/5233 ,  G06Q10/06393 ,  H04M3/5175 ,  H04M2203/401 ,  H04M2203/402

Abstract: A predictive system for resource allocation in an enterprise is disclosed. The predictive system includes a database comprising one or more performance indicators for a plurality of resources, wherein the one or more performance indicators are associated with one or more work stages related to at least one communication session in the enterprise. The system further includes a monitoring module to monitor one or more parameters associated with the at least one communication session. The system further includes a determination module to generate at least one performance score for each of the plurality of resources based on the one or more monitored parameters and the one or more performance indicators. The system further includes a selection module to select the at least one resource from the plurality of resources based on the at least one generated performance score associated with the at least one selected resource.

公开(公告)号：US09883032B2

公开(公告)日：2018-01-30

申请号：US14450644

申请日：2014-08-04

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Tony McCormack ,  John H. Yoakum

IPC: H04M3/51

CPC classification number: H04M3/5141 ,  H04M3/5191

Abstract: A contact manager system for generating an agent's script is disclosed. The contact manager system includes a monitoring module configured to determine one or more browsing activities and related context information of at least one customer. The contact manager system further includes a script generation module configured to generate the at least one agent script based on the one or more determined browsing activities. The contact manager system further includes a display module configured to display the at least one agent script to one or more agents. The contact manager system further includes a verification module configured to validate the agent's script.

公开(公告)号：US20160241716A1

公开(公告)日：2016-08-18

申请号：US14621030

申请日：2015-02-12

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Ronan Fox ,  Paul D'Arcy ,  Liam Loftus ,  Tommy Moran

IPC: H04M3/523

CPC classification number: H04M3/5233

Abstract: A system and method determines members of a team in a contact center to handle a request. The method is performed by a formation device by receiving a user request from a user device, the user request associated with a type of user request. The method includes determining a plurality of member types required in handling the request based upon the type of request. The method includes determining a plurality of agents of the contact center, the agents collectively having the member types. The method includes transmitting a request to a plurality of member devices of the contact center respectively associated with each of the agents to participate in a real-time communication with the user device in handling the user request.

Abstract translation: 系统和方法确定联络中心的团队成员来处理请求。 该方法由地址设备通过从用户设备接收用户请求来执行与用户请求类型相关联的用户请求。 该方法包括基于请求的类型来确定处理请求所需的多个成员类型。 所述方法包括确定所述联络中心的多个代理，所述代理共同具有所述成员类型。 所述方法包括：向与所述代理分别相关联的所述联络中心的多个成员设备发送请求，以在处理所述用户请求时参与与所述用户设备的实时通信。

公开(公告)号：US20160212264A1

公开(公告)日：2016-07-21

申请号：US14599647

申请日：2015-01-19

Applicant: Avaya Inc.

Inventor： Thomas J. Moran ,  Ronan Fox ,  Neil O'Connor ,  Paul D'Arcy ,  Liam Loftus

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/2281 ,  H04M3/4288 ,  H04M2201/40

Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.

Abstract translation: 公开了一种用于在与企业中的资源相关联的通信会话期间管理一个或多个通信中断的计算系统。 计算系统包括用于监视通信会话的一个或多个参数的监视模块。 该系统还包括用于存储一个或多个被监控参数的数据库。 系统还包括确定模块，用于基于所存储的一个或多个参数确定资源的至少一个参与分数。 该系统还包括用于基于至少一个确定的参与分数来控制一个或多个通信中断的控制模块。

公开(公告)号：US20160127553A1

公开(公告)日：2016-05-05

申请号：US14530121

申请日：2014-10-31

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Neil O'Connor ,  John McGreevy

IPC: H04M3/51

CPC classification number: H04L51/04 ,  H04L12/1827 ,  H04M3/5191 ,  H04M3/5232 ,  H04M7/0045

Abstract: A resource managing computer system for managing at least one resource in an enterprise is disclosed. The resource managing computer system includes a communication interface for establishing at least one web based chat communication session with at least one customer. The system further includes a monitoring module for monitoring one or more parameters associated with the at least one web based chat communication session. The system further includes a computing module for computing at least one confidence score based on the one or more monitored parameters of the at least one web based chat communication session. The system further includes an allocation module for allocating the at least one resource to the at least one web based chat communication session, wherein the allocation is performed based on the at least one computed confidence score.

Abstract translation: 公开了一种用于管理企业中的至少一个资源的资源管理计算机系统。 资源管理计算机系统包括用于与至少一个客户建立至少一个基于web的聊天通信会话的通信接口。 所述系统还包括用于监视与所述至少一个基于web的聊天通信会话相关联的一个或多个参数的监视模块。 所述系统还包括计算模块，用于基于所述至少一个基于web的聊天通信会话的所述一个或多个被监视的参数来计算至少一个置信度得分。 所述系统还包括用于将所述至少一个资源分配给所述至少一个基于web的聊天通信会话的分配模块，其中，基于所述至少一个计算的置信度得分进行所述分配。