公开(公告)号：US20150092934A1

公开(公告)日：2015-04-02

申请号：US14040786

申请日：2013-09-30

Applicant: Avaya Inc.

Inventor： Harvey Waxman ,  John H. Yoakum ,  Gordon Brunson

IPC: H04M3/42 ,  H04M3/48

CPC classification number: H04M3/42195 ,  H04M3/48 ,  H04M2203/2038

Abstract: System and method to revoke call-back requests, the method including: transmitting a plurality of communication requests from a caller to one or more callees; determining mootness of a request for a call-back from at least some of the callees; initiating, by use of a single command, a plurality of call-back cancellation requests to the at least some of the callees; and transmitting one or more call-back cancellation requests to the at least some of the callees. The method may further include determining a characteristic shared by the communication requests to the at least some of the callees. Determining a characteristic may include determining subject matter from message content, metadata, or sending time of the communication requests. The request for a call-back is determined by the caller or inferred by a callee. Call-back cancellation may include removal of a call indication from a notification list of the callee.

Abstract translation: 用于撤销回叫请求的系统和方法，所述方法包括：将多个通信请求从呼叫者发送到一个或多个被叫方; 确定来自至少一些所述被呼叫者的回叫请求的方差; 通过使用单个命令向所述至少一些被叫方发起多个回叫取消请求; 以及向所述至少一些被呼叫者发送一个或多个回叫取消请求。 所述方法可以进一步包括确定通信请求所共享的特征至少一些被呼叫者。 确定特征可以包括从通信请求的消息内容，元数据或发送时间确定主题。 呼叫请求由呼叫者确定或由被呼叫者推断。 回叫取消可以包括从被呼叫者的通知列表中移除呼叫指示。

公开(公告)号：US20140282054A1

公开(公告)日：2014-09-18

申请号：US13835913

申请日：2013-03-15

Applicant: Avaya Inc.

Inventor： John H. Yoakum

IPC: H04L29/06

CPC classification number: H04L65/40 ,  H04L65/1069 ,  H04L65/605 ,  H04L67/02 ,  H04R25/00 ,  H04R2205/041

Abstract: Compensating for user sensory impairment in Web Real-Time Communications (WebRTC) interactive sessions, and related methods, systems, and computer-readable media are disclosed. In this regard, in one embodiment, a method for compensating for a user sensory impairment in a WebRTC interactive session is provided. The method comprises receiving, by a computing device, an indication of user sensory impairment. The method further comprises receiving a content of a WebRTC interactive flow directed to the computing device. The method also comprises modifying, by the computing device, the content of the WebRTC interactive flow based on the indication of user sensory impairment. The method additionally comprises rendering the modified content of the WebRTC interactive flow. In this manner, a WebRTC interactive flow may be enhanced to compensate for a user sensory impairment, and thus the user's comprehension of the WebRTC interactive session may be improved.

Abstract translation: 公布了在Web实时通信（WebRTC）交互式会话中补偿用户感觉障碍，以及相关方法，系统和计算机可读介质。 在这方面，在一个实施例中，提供了用于补偿WebRTC交互式会话中的用户感觉障碍的方法。 该方法包括由计算设备接收用户感觉障碍的指示。 该方法还包括接收指向计算设备的WebRTC交互式流的内容。 该方法还包括基于用户感觉障碍的指示，由计算设备修改WebRTC交互式流的内容。 该方法还包括呈现WebRTC交互流的修改内容。 以这种方式，可以增强WebRTC交互流程以补偿用户感觉障碍，因此可以提高用户对WebRTC交互式会话的理解。

公开(公告)号：US20220217221A1

公开(公告)日：2022-07-07

申请号：US17706954

申请日：2022-03-29

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Tony McCormack

IPC: H04L67/306 ,  G06F3/0484 ,  G06F3/01 ,  G06F3/04895 ,  G06F9/451

Abstract: Interactive contact center menu traversal via text stream interaction is disclosed. A user device establishes an interactive session with a server device. The user device receives, from the server device, a first text stream comprising a first contact center prompt. The user device scrolls a plurality of text components of the first text stream on a display over a first text stream presentation period of time, with text components presented earlier in time being replaced on the display with subsequent text components. The user device receives, from a user, a first user input in response to the first text stream and communicates the first user input to the server device.

公开(公告)号：US11012437B2

公开(公告)日：2021-05-18

申请号：US16144709

申请日：2018-09-27

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Kundan Singh ,  Joel Ezell ,  Alan B. Johnston

IPC: H04L29/06 ,  H04L29/12

Abstract: Embodiments disclosed provide access to Traversal Using Relays around Network Address Translation (TURN) servers using trusted single-use credentials, and related methods, systems, and computer-readable media. In one embodiment, a method comprises receiving, by a TURN authentication agent, a request for a TURN server credential. Responsive to determining that the request is authorized, the agent generates a trusted single-use credential and transmits it to the requestor. Using this trusted single-use credential allows untrusted clients to access a TURN server without exposing a userid/password combination. In another embodiment, a method comprises receiving, by the TURN server, a request for a TURN service. The server challenges the request, and receives a userid and a password. Responsive to determining that the userid and the password constitute a trusted single-use credential and responsive to determining that the request is authorized, the server provides the TURN service for the requestor.

公开(公告)号：US10581927B2

公开(公告)日：2020-03-03

申请号：US14255361

申请日：2014-04-17

Applicant: Avaya Inc.

Inventor： Joel Ezell ,  John H. Yoakum

IPC: H04L29/06 ,  H04L12/18 ,  H04L29/08

Abstract: In one embodiment, a system for providing WebRTC media services comprises a WebRTC-enabled media server including a scripting engine, a WebRTC functionality provider, and a control application programming interface (API). The WebRTC-enabled media server is configured to receive, from a WebRTC application server, a stream establishment application, and to establish, via the stream establishment application, a plurality of WebRTC interactive flows associated with a corresponding plurality of WebRTC clients. The WebRTC-enabled media server is also configured to apply a media service to one or more of the plurality of WebRTC interactive flows to generate one or more media server flows, and provide the media server flows to one or more of the plurality of WebRTC clients. The WebRTC-enabled media server may thus provide functionality via familiar WebRTC control interfaces.

公开(公告)号：US20200034794A1

公开(公告)日：2020-01-30

申请号：US16593848

申请日：2019-10-04

Applicant: Avaya Inc.

Inventor： John H. Yoakum

IPC: G06Q10/10

Abstract: Unified control of employee access to employer communications systems during off-hour periods is disclosed. In one embodiment, a server includes an interface to receive employee information from a user. This information comprises at least one employee indicia identifying at least one off-hour employee and an off-hour period. The server includes a communications interface to communicate with a plurality of employer communications systems. The server includes a control system to receive the employee information and determine restricted employer communications systems for the at least one off-hour employee. These restricted employer communications systems are determined from among the plurality of employer communications systems based on the received employee information. The control system instructs the restricted employer communications systems to restrict communications access of the at least one off-hour employee to the restricted employer communications systems during the off-hour period.

公开(公告)号：US10516706B2

公开(公告)日：2019-12-24

申请号：US15679575

申请日：2017-08-17

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  John H. Yoakum ,  Paul D'Arcy

IPC: H04M3/00 ,  H04L29/06 ,  H04L29/08 ,  H04M3/51 ,  H04M3/523 ,  H04M3/42 ,  H04M7/00 ,  H04L12/58

Abstract: Providing automated progress updates in a contact center including detecting an activity by a resource of the contact center related to a customer interaction occurring via a customer communications channel between the resource and a customer. The activity comprises an interaction between the resource and one or more additional resources associated with the contact center occurring via a second communications channel. In response to detecting the activity by the resource, a notification comprising a progress update related to the customer interaction is automatically generated. The notification is transmitted, via the customer communications channel, to a customer device associated with the customer interaction.

公开(公告)号：US10477019B2

公开(公告)日：2019-11-12

申请号：US14573163

申请日：2014-12-17

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Tony McCormack

IPC: H04M3/51

Abstract: Mechanisms for generating a metric message text stream, and a corresponding contact center command, in response to determining that a contact center metric value is not a desired value is disclosed. A metric value is obtained that quantifies a metric of a contact center. It is determined that the metric value is not a desired value. In response to determining that the metric value is not the desired value, generating a metric message text stream. A contact center action set is generated that comprises at least one contact center action that is associated with the metric message text stream. A metric message identifier (ID) is associated with the metric message text stream. The metric message ID and the contact center action set are stored in a storage, and the metric message text stream is communicated to a computing device.

公开(公告)号：US10250848B2

公开(公告)日：2019-04-02

申请号：US15173350

申请日：2016-06-03

Applicant: Avaya Inc.

Inventor： John H. Yoakum

IPC: H04N7/15 ,  G06F3/16 ,  H04M3/56 ,  H04M7/00

Abstract: Systems and methods for controlling the privileges of participants in a multiparty interaction are described, wherein participants in the multiparty interaction are distributed among a plurality of areas, each area having different privileges, and further wherein a participant may obtain the privileges of another area by moving to the other area.

公开(公告)号：US20180324294A1

公开(公告)日：2018-11-08

申请号：US16032795

申请日：2018-07-11

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Paul Roller Michaelis

IPC: H04M3/42 ,  H04M3/51 ,  H04M3/53

CPC classification number: H04M3/42221 ,  H04M3/5116 ,  H04M3/5307

Abstract: A communication endpoint is configured to record content, which may be audio content, video content, and/or other content, and send the recorded content to an endpoint, such as a contact center. In one instance, the communication endpoint initiates content recording upon the detection of an outbound user-initiated request, such as an emergency request, and transmits the recorded content when the communication session has been established. As another example, the communication endpoint may record content in a circular manner such that a latest content corresponding to a predetermined amount of time may be transmitted when the communication session has been established.