公开(公告)号：US20170097971A1

公开(公告)日：2017-04-06

申请号：US14872998

申请日：2015-10-01

Applicant: Avaya Inc.

Inventor： Douglas S. Brown ,  Marc A. Geist ,  Sheila Higgins ,  Michael R. Levacic ,  Hongguang Li ,  Dwayne W. Ockel ,  Gregory P. Schin ,  Stuart M. Shepherd ,  Lynn R. Smith ,  Stan W. Wilkison

IPC: G06F17/30 ,  G06F3/0482 ,  G06F3/0484

CPC classification number: G06F17/30572 ,  G06F3/0482 ,  G06F3/04842 ,  G06F17/30569

Abstract: A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to store, for one or more contact center objects, contact center information; and a microprocessor executable report generator, The report generator, when executed, receives, from a user, a selected contact center object, retrieves, from the computer readable medium, a set of data elements associated with the selected contact center object, the set of data elements defining a first space having a first dimension, projects the set of data elements onto a subspace of the first space to form a transformed set of data elements, the subspace having a second dimension less than the first dimension, and provides, for display to a user, the transformed set of data elements.

公开(公告)号：US09602634B2

公开(公告)日：2017-03-21

申请号：US13626066

申请日：2012-09-25

Applicant: Avaya Inc.

Inventor： Harsh V. Mendiratta ,  Gordon R. Brunson ,  Kurt Haserodt ,  Raji Chinnappa ,  Dale Worley

IPC: H04L29/06 ,  H04L29/08

CPC classification number: H04L69/22 ,  H04L65/1006 ,  H04L65/1069 ,  H04L65/1093 ,  H04L65/403 ,  H04L67/146

Abstract: Systems and methods are described for creating and managing Global Session Identifiers (GSIDs) for communication sessions. GSIDs provide a way to globally identify communication sessions including those communication sessions that have experienced one or more topology changes. The GSID may be considered a header itself or a value within a header and information contained within a GSID can be used to trace backwards through time to find the session segments that led up to (or exist concurrently to) a currently signaled session.

公开(公告)号：US09590861B2

公开(公告)日：2017-03-07

申请号：US14727565

申请日：2015-06-01

Applicant: Avaya Inc.

Inventor： Harsh V. Mendiratta ,  Tibor Lukac ,  Puneet Kumar ,  Srinivasan Narayanan

IPC: H04M1/56 ,  H04M15/06 ,  H04M3/42 ,  H04L12/24 ,  H04L29/06

CPC classification number: H04L41/18 ,  H04L63/083 ,  H04L63/10 ,  H04M3/42042 ,  H04M3/42212 ,  H04M3/42263 ,  H04M3/54 ,  H04M2250/60

Abstract: A communication processor receives a call request to establish a communication session from a first communication endpoint to a second communication endpoint. The communication processor changes the intent of the call request. For example, the call request can be changed by automatically forwarding the call request, automatically forking the call request, automatically rejecting the call request based on the second communication endpoint being busy, and/or changing a first type of medium of the communication session to a second type of medium of the communication session. A call log manager conveys status information regarding the changed intent of the call to a call log of the second communication endpoint based on changing the intent of the call request.

Abstract translation: 通信处理器接收呼叫请求以建立从第一通信端点到第二通信端点的通信会话。 通信处理器改变呼叫请求的意图。 例如，可以通过自动转发呼叫请求，自动转发呼叫请求，基于第二通信端点正忙于自动拒绝呼叫请求和/或将通信会话的第一类型的媒体改变为 通信会话的第二种介质。 呼叫记录管理器基于改变呼叫请求的意图来传送关于呼叫对第二通信端点的呼叫日志的改变的意图的状态信息。

公开(公告)号：US20170064079A1

公开(公告)日：2017-03-02

申请号：US14834838

申请日：2015-08-25

Applicant: Avaya Inc.

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

IPC: H04M3/51 ,  H04M3/22 ,  G06Q30/06 ,  H04M7/00

CPC classification number: H04M3/5191 ,  G06Q30/0613 ,  H04L65/00 ,  H04M3/2281 ,  H04M7/0012 ,  H04M7/0027

Abstract: Co-browsing sessions provide a way for one party to see exactly what is being displayed on another party's computer or similar device. Co-browsing is particularly useful to an agent to help a customer solve a problem on a computer. Contact centers may determine portions of a co-browsing session that have been successful, capture the associated inputs, and have them play back to future customers. The agent may then be relieved from portions of the co-browsing interaction that are predictable and provide manual inputs having less predictability. The instructions for the automated co-browsing portions may be executed by the agent's device, the customer's device, and/or a server and may appear to the customer to be originating from the agent.

Abstract translation: 共同浏览会话为一方准确地查看在另一方的计算机或类似设备上正在显示的内容的方式。 协同浏览对于帮助客户解决计算机问题的代理特别有用。 联络中心可以确定共同浏览会话的成功部分，捕获相关的输入，并使他们回到未来的客户。 然后，代理可以从可预测的共浏览交互的部分中减轻，并提供具有较少可预测性的手动输入。 自动共享浏览部分的说明可以由代理的设备，客户的设备和/或服务器执行，并且可以向客户显示为来自代理。

公开(公告)号：US20170054846A1

公开(公告)日：2017-02-23

申请号：US15239967

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： Siobhan Dervan ,  Sean Coyne ,  John Reilly ,  Thomas Eustace

IPC: H04M3/51

CPC classification number: H04M3/5158 ,  H04M3/42357 ,  H04M3/5141 ,  H04M3/5191 ,  H04M3/5231 ,  H04M7/003 ,  H04M7/0039 ,  H04M7/0042 ,  H04M7/0054

Abstract: A method of establishing a connection with a user device associated with a user includes receiving a request from the user, the request related to a product or service and determining a context associated with the request. Accordingly, based on the determined context, one of a plurality of available communication modes can be determined and an agent device of the contact center can be connected with the user device via the determined one of the plurality of available communication modes.

Abstract translation: 建立与与用户相关联的用户设备的连接的方法包括从用户接收与产品或服务有关的请求并确定与请求相关联的上下文的请求。 因此，基于所确定的上下文，可以确定多个可用通信模式中的一个，并且可以经由所确定的多个可用通信模式中的一个与联系中心的代理设备连接用户设备。

公开(公告)号：US20170054843A1

公开(公告)日：2017-02-23

申请号：US14968254

申请日：2015-12-14

Applicant: Avaya Inc.

Inventor： Joel Ezell

IPC: H04M3/428 ,  H04M3/533 ,  H04M3/487 ,  H04L29/06

CPC classification number: H04M3/4285 ,  H04L65/1063 ,  H04L65/4084 ,  H04L65/80 ,  H04L69/40 ,  H04M3/12 ,  H04M3/4872 ,  H04M3/53383

Abstract: To handle a failover condition, a media server receives a request, from a first application server, to stream a first media message in a media channel of a communication session. The first media message is streamed in the media channel of the communication session by the media server. Once the first media message has ended, a status message can be sent to the first application server to determine if the first application server has failed. If a response to the status message is not received (i.e., because the first application server has failed), the media server can stream a second media message during a period where a second application server is failing over for the first application server. If a response to the status message is received, the second media message is not streamed.

Abstract translation: 为了处理故障切换条件，媒体服务器从第一应用服务器接收到在通信会话的媒体信道中流式传输第一媒体消息的请求。 第一媒体消息由媒体服务器在通信会话的媒体频道中流式传输。 一旦第一媒体消息结束，可以向第一应用服务器发送状态消息以确定第一应用服务器是否已经失败。 如果没有接收到对状态消息的响应（即，因为第一应用服务器已经失败），则媒体服务器可以在第二应用服务器针对第一应用服务器进行故障切换的时段期间流式传输第二媒体消息。 如果接收到对状态消息的响应，则不流式传输第二媒体消息。

公开(公告)号：US09571644B2

公开(公告)日：2017-02-14

申请号：US14085672

申请日：2013-11-20

Applicant: Avaya Inc.

Inventor： Robert C. Steiner

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/493 ,  G06Q30/00 ,  H04M3/51

CPC classification number: H04M3/493 ,  G06Q30/016 ,  H04M3/5166 ,  H04M3/5183

Abstract: A contact center work assignment engine communication system hosts a multi-functional contact advocate to manage communications and history for customers, including the ability to report issues, provide updates, identify and solve problems, store history, interface with contact center components, including agents and experts, creating a proactive automatic assistant for contact center customers.

Abstract translation: 联络中心工作分配引擎通信系统托管多功能联络倡导者，管理客户的沟通和历史，包括报告问题的能力，提供更新，识别和解决问题，存储历史记录，与联络中心组件的接口，包括代理和 专家，为联络中心客户创建主动的自动助理。

公开(公告)号：US09569751B2

公开(公告)日：2017-02-14

申请号：US14290650

申请日：2014-05-29

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Wen-Hua Ju

IPC: H04M3/00 ,  G06Q10/10 ,  G06F7/00

CPC classification number: G06Q10/10

Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also included in the graph database is an attribute tree that enables a work assignment engine in the contact center to make proximity-based work assignment decisions.

Abstract translation: 描述了一个图形数据库，用于与联络中心相关联。 图形数据库包括描述联络中心中的操作，实体，人员和属性的多个节点和关系。 图形数据库中还包括一个属性树，它使联络中心的工作分配引擎能够进行基于邻近的工作分配决策。

公开(公告)号：US20170041730A1

公开(公告)日：2017-02-09

申请号：US15296883

申请日：2016-10-18

Applicant: Avaya Inc.

Inventor： Doree Duncan Seligmann ,  Ajita John ,  Michael J. Sammon ,  David Skiba

IPC: H04S7/00

CPC classification number: H04S7/303 ,  H04R27/00 ,  H04R2227/003 ,  H04R2227/005 ,  H04S3/002 ,  H04S3/008 ,  H04S7/302 ,  H04S7/304 ,  H04S7/40 ,  H04S2400/11 ,  H04S2420/03

Abstract: According to one embodiment, the grouping and arrangement of sound sources within a three-dimensional sound space can be based on attributes of the sound source. The content presented in the three-dimensional sound space can comprise social media content. According to another embodiment, the content can comprise voicemail messages and the three-dimensional sound space can be used for managing and retrieving the voicemails messages. In yet another embodiment, the content can comprise communications in a contact center between a customer or other caller and a customer support agent. According to a further embodiment, the three-dimensional sound space or an environment in which the three-dimensional sound space is implemented can provide an opportunity for the user or listener to initiate a follow-on communication with the originator of the sound source such as a social media post or other social media communication, a voice call, or other message or communication.

Abstract translation: 根据一个实施例，三维声音空间内的声源的分组和布置可以基于声源的属性。 呈现在三维声音空间中的内容可以包括社交媒体内容。 根据另一个实施例，内容可以包括语音邮件消息，并且三维声音空间可以用于管理和检索语音邮件消息。 在另一个实施例中，内容可以包括在客户或其他呼叫者和客户支持代理之间的联络中心中的通信。 根据另一实施例，三维声音空间或其中实现三维声音空间的环境可以为用户或听众提供机会，以发起与声源的发起者的后续通信，例如 社交媒体帖子或其他社交媒体通信，语音呼叫或其他消息或通信。

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。