公开(公告)号：US09741257B1

公开(公告)日：2017-08-22

申请号：US15085420

申请日：2016-03-30

Applicant: Avaya Inc.

Inventor： Kevin Richard Plain ,  Chase Schamberger

IPC: H04N7/15 ,  G09B5/02 ,  G06F3/14 ,  H04N21/4788

CPC classification number: G09B5/02 ,  G06F3/1462 ,  G09G2354/00 ,  H04L12/1822 ,  H04L12/1827 ,  H04L65/1089 ,  H04L65/4015 ,  H04L65/403 ,  H04M3/567 ,  H04N7/152

Abstract: A system and method for collaborative online desktop sharing is described, wherein a teacher can view the teacher's own desktop as well as the desktop(s) of the teacher's student(s), and the student(s) can see their own desktop as well as the teacher's desktop. As a result, the teacher and student(s) can monitor each other's screens, thus allowing the students to follow a teacher's on-screen actions in real time or near real time and allowing the teacher to ensure that student's are successfully completing demonstrated tasks.

公开(公告)号：US09715492B2

公开(公告)日：2017-07-25

申请号：US14024334

申请日：2013-09-11

Applicant: Avaya, Inc.

Inventor： David Skiba ,  George Erhart ,  Lee Becker ,  Valentine C Matula

IPC: G06F17/27 ,  G06F17/10 ,  G05B13/04 ,  H04N21/25

CPC classification number: G06F17/2785 ,  G05B13/048 ,  G06F17/10 ,  G06F17/27 ,  H04N21/251

Abstract: The sentiment of a message may not be obtainable from the message itself. However, many messages have an associated context that provides information useful in determining the sentiment of a message. Messages may include links to other resources, such as graphics or videos, which in turn include titles, comments, viewer ratings or other attributes that may provide a sentiment of the message.

公开(公告)号：US20170185945A1

公开(公告)日：2017-06-29

申请号：US14982364

申请日：2015-12-29

Applicant: Avaya Inc.

Inventor： Valentine C. Matula ,  David Skiba ,  George Erhart

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

CPC classification number: G06Q10/063114 ,  G06Q30/016 ,  H04M3/5238 ,  H04M2203/305

Abstract: Contact centers often balance the business needs to efficiently operate with the objective of providing timely service to customers interacting with the contact center. Often contact centers are unable to connect customers to live agents without a period of hold time, usually to wait for an agent to become available. Automated resources, such as interactive voice response or automated text-based response components, may gather information from the customer. When an estimated wait time for a live agent is longer than the estimated time required to perform that automated interaction, artificial delays (e.g., slow-downs, pauses, echoes, etc.) may be inserted to keep the customer engaged in an effort to retain the customer beyond an estimated abandonment time.

公开(公告)号：US09680882B2

公开(公告)日：2017-06-13

申请号：US14338273

申请日：2014-07-22

Applicant: AVAYA INC.

Inventor： Sounak Sinha ,  Subhankar Dey

IPC: G06F15/177 ,  H04L29/06 ,  H04L29/12

CPC classification number: H04L65/1069 ,  H04L61/103 ,  H04L61/2015 ,  H04L61/3085 ,  H04L65/1006 ,  H04L65/1073

Abstract: Implementations relate to automatic configuration of endpoint communication devices to set up a communication network such as a VOIP network. In some implementations, a method includes a server receiving an extension request for device extension from an endpoint communications device connected to a communication network, mapping an identifier for the endpoint communications device to a device extension, and transmitting the device extension to the endpoint communications device.

公开(公告)号：US09667785B2

公开(公告)日：2017-05-30

申请号：US14721329

申请日：2015-05-26

Applicant: Avaya Inc.

Inventor： Puneet Kumar ,  Manish Chatterjee

IPC: H04M1/64 ,  H04M3/493 ,  H04L29/06 ,  H04M7/12 ,  H04W80/10

CPC classification number: H04M3/493 ,  H04L65/1006 ,  H04L65/1096 ,  H04M3/533 ,  H04M3/54 ,  H04M7/127 ,  H04M2203/2061 ,  H04W80/10

Abstract: A user is presented with a list of languages sent by an interactive response system in a Session Initiation Protocol (SIP) communication session. For example, the user is presented with a list of languages supported by an Interactive Voice Response system. The interactive response system receives a selection of a language from the list of languages supported by the interactive response system from the user. The SIP communication session with the user is sent (e.g., forwarded) to another communication device by sending a first SIP message, such as a SIP INVITE message. The first SIP message includes a SIP History-Info header that identifies the selected language for the first SIP communication session. The selected language can then be used to forego presenting a list of languages to the user later on during the SIP communication session.

公开(公告)号：US09665653B2

公开(公告)日：2017-05-30

申请号：US13788071

申请日：2013-03-07

Applicant: Avaya Inc.

Inventor： Gaurav Moreshwar Badge ,  Deep Subhash Pai

IPC: G06F17/30

CPC classification number: G06F17/30873

Abstract: Embodiments described herein provide systems and methods for presenting contextual information in a co-browsing environment. In a particular embodiment, a method provides receiving an instruction in a co-browsing server to initiate a co-browsing session for a website with a first client and a second client. The method further provides determining contextual information related to a user of the first client and the website. The method further provides presenting the website at the first client and presenting the website at the second client, wherein an indication of the contextual information is overlaid on the website at the second client.

公开(公告)号：US20170142128A1

公开(公告)日：2017-05-18

申请号：US14943635

申请日：2015-11-17

Applicant: Avaya Inc.

Inventor： Tony McCORMACK ,  John H. YOAKUM ,  David SKIBA

IPC: H04L29/06

CPC classification number: H04L63/108 ,  G06Q50/01 ,  H04L63/102 ,  H04L63/107

Abstract: A user profile is temporarily accessed by an accessor. A method performed by the accessor of a contact center includes receiving access data. The access data includes a user identifier for a user, an identifier identifying a third party having profile data of the user, and a user-predefined condition which must be satisfied for the profile data to be temporarily accessible by the contact center. The method includes transmitting a request to the third party to temporarily access the profile data during a time period when the condition is satisfied, the request including the user identifier. The method includes temporarily accessing the user profile when the request is granted.

公开(公告)号：US09654638B2

公开(公告)日：2017-05-16

申请号：US13953424

申请日：2013-07-29

Applicant: Avaya Inc.

Inventor： Harvey S. Waxman ,  Paul Roller Michaelis

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M2203/551

Abstract: A microprocessor executable work assignment mechanism selects a work item associated with a customer, dynamically determines, for the customer, a customer proficiency level with respect to a contact center product and/or product area sold and/or serviced by a contact center, and uses the customer proficiency level in assigning the selected work item to a resource for servicing and/or in providing the determined customer proficiency level to an assigned resource for use in servicing the selected work item.

公开(公告)号：US09634911B2

公开(公告)日：2017-04-25

申请号：US13954490

申请日：2013-07-30

Applicant: Avaya Inc.

Inventor： Jean Meloche

IPC: G06F15/173 ,  H04L12/26 ,  H04L29/06 ,  G06F11/34 ,  H04L12/721 ,  H04L12/24

CPC classification number: H04L43/04 ,  G06F11/3495 ,  H04L29/06 ,  H04L41/069 ,  H04L45/40

Abstract: A user interaction or a timer event is detected in a communication device. A timestamp is associated with the user interaction or the timer event. In response to detecting the user interaction or the timer event in the communication device, the user interaction or the timer event and the timestamp are stored in a packet log file associated with the communication device. The packet log file can also include a packet trace of packets that are sent to and received by the communication device. This allows the user interactions and/or the timer events to be displayed chronologically in relation to the packets sent to and received by the communication device.

公开(公告)号：US20170103222A1

公开(公告)日：2017-04-13

申请号：US14880865

申请日：2015-10-12

Applicant: Avaya Inc.

Inventor： Anjur Sundaresan Krishnakumar ,  Shalini Yajnik

IPC: G06F21/62 ,  H04L29/06

CPC classification number: G06F21/6218 ,  G06F21/316 ,  G06F21/36 ,  H04L63/102 ,  H04L63/108 ,  H04W4/80 ,  H04W12/08

Abstract: Embodiments disclosed herein provide systems, methods, and computer-readable media for accessing a wearable computing system using randomized input origins for user login. In a particular embodiment, a method provides presenting a user with a first origin on which user login information is based, wherein the first origin is randomly selected from a plurality of possible origins. The method further provides, receiving first motion information from the user indicating a first position relative to the first origin that corresponds to a first element of the user login information. Upon receiving the user login information, the method provides determining whether the user login information authorizes the user to access the wearable computing system.