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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
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.
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公开(公告)号：US20170280099A1
公开(公告)日：2017-09-28
申请号：US15077720
申请日：2016-03-22
Applicant: Avaya Inc.
Inventor： Ajita John , Seamus Hayes , John Rix , Adrian Ryan , Samuel Fisher , David Skiba
CPC classification number: H04N7/155 , H04L12/1831 , H04L65/1089 , H04L65/403
Abstract: Methods and systems are provided for automatically generating expanded and derivative tags associated with digital content. The methods and systems provide multi-dimensional, layered tagging with stored audio/video conference contents, creating relationships and a tag network between links and nodes in a communication system.
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公开(公告)号：US20170048275A1
公开(公告)日：2017-02-16
申请号：US14823173
申请日：2015-08-11
Applicant: Avaya Inc.
Inventor： Ajita John , Seamus Hayes , John Rix , Adrian Ryan , Samuel Fisher , David Skiba
CPC classification number: G06F21/6245 , G06F21/6227 , H04L63/105 , H04L63/108 , H04L2463/101
Abstract: Media files are often tagged, such as by XML or other tagging paradigms, in order to indicate aspects of certain portions of the media file. Disclosed herein, security policy tagging is provided that supports a logically nested or hierarchical structure. Tags may be time- and/or event-altered, such as when a user who is denied access at one point in time may be granted access at a later point in time. The need to amend the security policy based upon the passage of time is reduced or eliminated as portions, or sub-portions, of a media file that may be selectively tagged with security tags may be presented or downloaded based upon the security policy. The a security policy may incorporate rules that change permissions upon the passage of time or the occurrence of an event, without requiring the modification of the presentation, the security tags of the presentation portion, or the security tag associated with a parent portion of the presentation or the presentation itself.
Abstract translation: 媒体文件通常被标记，例如通过XML或其他标记范例，以便指示媒体文件的某些部分的方面。 本文公开了提供支持逻辑嵌套或分层结构的安全策略标签。 标签可以是时间和/或事件改变的，例如当在一个时间点被拒绝访问的用户可以在稍后时间被授予访问权限时。 可以基于安全策略来呈现或下载可以基于安全策略来呈现或下载可以根据时间的流逝来修改安全策略的需要，因为可以选择性地标记有安全标签的媒体文件的部分或子部分可以被删除或消除。 安全策略可以包括在时间流逝或事件发生时改变权限的规则，而不需要修改呈现，呈现部分的安全标签或与呈现的父部分相关联的安全标签 或演示本身。
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公开(公告)号：US10462297B2
公开(公告)日：2019-10-29
申请号：US14592257
申请日：2015-01-08
Applicant: Avaya Inc.
Inventor： Liam Loftus , Neil O'Connor , John McGreevy , Seamus Hayes
Abstract: A method and system automatically determines when to review an agent response. The method performed by an oversight device includes receiving first data including a request type of a request received by a contact center. In response to the first data, the method includes automatically determining rules corresponding to the request type, the rules indicating required steps performed by an agent for the request type. The method includes receiving second data corresponding to a response process used by the agent in generating a response to the request, the response process including performed steps performed by the agent for the request. In response to the second data, the method includes automatically determining whether the required steps are included in the performed steps of the response process. The method includes forwarding the response to a supervisor device when the required steps are absent from the performed steps of the response process.
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公开(公告)号：US20190208062A1
公开(公告)日：2019-07-04
申请号：US16351603
申请日：2019-03-13
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Seamus Hayes , Paul D'Arcy
CPC classification number: H04M3/5238 , G10L15/08 , G10L15/1815 , G10L15/22 , H04M3/5175
Abstract: System and method to calculate expected waiting time of a caller to a calling center, the method including: monitoring, by a monitor circuit, a content of a present communication session; estimating a point of progress of the monitored communication session; comparing the point of progress to a historical statistic; calculating, by a processor, a projection of a duration of a remainder of the present communication session; and providing, by a communication circuit, an expected waiting time (EWT) based upon the projection of the duration of the remainder of the present communication session. Embodiments may include a speech search process to record call progress. The speech search process may inform, diagnose or monitor a call. The speech search process may inform a supervisor of progress, to take action if necessary. The speech search process may dynamically trigger other processes and construct profiles based upon historical data.
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Patent Agency Ranking
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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7.发明授权公开(公告)号：US09531782B2
公开(公告)日：2016-12-27
申请号：US14303950
申请日：2014-06-13
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Seamus Hayes , Sheldon Davis
CPC classification number: H04L65/80 , H04L43/04 , H04L43/08 , H04L65/403
Abstract: System and method to respond to a streaming media link quality problem in a communication session, the method including: monitoring textual messages in the communication session for an indication of a quality of service (QoS) problem; forming a hypothesized cause of the QoS problem; retrieving evidence relevant to the hypothesized cause, the relevant evidence comprising system logs; and determining whether the retrieved evidence supports the hypothesized cause. The system includes: a processor coupled to a memory; a monitoring module configured to monitor textual messages in the communication session for an indication of a quality of service (QoS) problem; an inference module configured to form a hypothesized cause of the QoS problem; a retrieval module configured to retrieve evidence relevant to the hypothesized cause, the relevant evidence comprising system logs stored in the memory; and a calculation module configured to determine whether the retrieved evidence supports the hypothesized cause.
Abstract translation: 用于响应通信会话中的流媒体链路质量问题的系统和方法，所述方法包括：监视通信会话中的文本消息以获得服务质量（QoS）问题的指示; 形成QoS问题的假设原因; 检索与假设原因相关的证据，相关证据包括系统日志; 并确定检索的证据是否支持假设的原因。 该系统包括：耦合到存储器的处理器; 监视模块，被配置为监视所述通信会话中的文本消息以用于服务质量（QoS）问题的指示; 推定模块，被配置为形成QoS问题的假设原因; 检索模块，被配置为检索与所述假设原因相关的证据，所述相关证据包括存储在所述存储器中的系统日志; 以及计算模块，被配置为确定所检索的证据是否支持假设的原因。
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公开(公告)号：US10270914B2
公开(公告)日：2019-04-23
申请号：US14302779
申请日：2014-06-12
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Seamus Hayes , Paul D'Arcy
Abstract: System and method to calculate expected waiting time of a caller to a calling center, the method including: monitoring, by a monitor circuit, a content of a present communication session; estimating a point of progress of the monitored communication session; comparing the point of progress to a historical statistic; calculating, by a processor, a projection of a duration of a remainder of the present communication session; and providing, by a communication circuit, an expected waiting time (EWT) based upon the projection of the duration of the remainder of the present communication session. Embodiments may include a speech search process to record call progress. The speech search process may inform, diagnose or monitor a call. The speech search process may inform a supervisor of progress, to take action if necessary. The speech search process may dynamically trigger other processes and construct profiles based upon historical data.
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公开(公告)号：US09774825B1
公开(公告)日：2017-09-26
申请号：US15077720
申请日：2016-03-22
Applicant: Avaya Inc.
Inventor： Ajita John , Seamus Hayes , John Rix , Adrian Ryan , Samuel Fisher , David Skiba
CPC classification number: H04N7/155 , H04L12/1831 , H04L65/1089 , H04L65/403
Abstract: Methods and systems are provided for automatically generating expanded and derivative tags associated with digital content. The methods and systems provide multi-dimensional, layered tagging with stored audio/video conference contents, creating relationships and a tag network between links and nodes in a communication system.
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公开(公告)号：US20170109351A1
公开(公告)日：2017-04-20
申请号：US14884974
申请日：2015-10-16
Applicant: Avaya Inc.
Inventor： Ajita John , Seamus Hayes , John Rix , Adrian Ryan , Samuel Fisher , David Skiba
IPC: G06F17/30
CPC classification number: G06F16/48 , G06F16/438
Abstract: Tagging media streams allows topics and other items of interest to be readily identified. As provided herein, stateful tags are provided, which comprise a value determined from a link to another data source, such as a calendar, inventory, accounting, project management, or other application. Media streams, such as audio/video confines, may be tagged with stateful tags to identify items of interest and comprise a value that is dynamically determined. Subsequent playback of the media streams allows the stateful tags to be presented as comprising a then-current or other value, which may have changed since the time of the media stream's creation.
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