公开(公告)号：US20150089046A1

公开(公告)日：2015-03-26

申请号：US14037440

申请日：2013-09-26

Applicant: Avaya Inc.

Inventor： Harvey S. Waxman ,  John H. Yoakum

IPC: H04L12/931 ,  H04L12/911

CPC classification number: H04L49/206 ,  H04L41/0823 ,  H04L41/5025 ,  H04L43/0852 ,  H04L43/0888

Abstract: Embodiments include providing network management based on monitoring Quality of Service (QoS) characteristics of Web Real-Time Communications (WebRTC) interactive flows, and related methods, systems, and computer-readable media. In one embodiment, a method for providing network management based on monitoring QoS characteristics of WebRTC interactive flows is provided. The method comprises obtaining, by a QoS acquisition agent of a WebRTC client executing on a computing device, a WebRTC interactive flow QoS characteristic that indicates a quality of a WebRTC interactive flow over a network. The method further comprises communicating, by the QoS acquisition agent, the WebRTC interactive flow QoS characteristic to a QoS monitoring agent external to the WebRTC client. The method additionally comprises initiating, by the QoS monitoring agent, a network management task based on the WebRTC interactive flow QoS characteristic. In this manner, QoS characteristics may be collected and correlated in order to optimize a user's WebRTC experience.

Abstract translation: 实施例包括基于监视Web实时通信（WebRTC）交互流的服务质量（QoS）特性以及相关方法，系统和计算机可读介质提供网络管理。 在一个实施例中，提供了一种基于监视WebRTC交互流的QoS特性来提供网络管理的方法。 该方法包括通过在计算设备上执行的WebRTC客户端的QoS获取代理获得指示网络上的WebRTC交互流的质量的WebRTC交互流QoS特性。 该方法还包括由Web采集代理将WebRTC交互流QoS特征传送到WebRTC客户端外部的QoS监视代理。 该方法还包括由QoS监控代理基于WebRTC交互流QoS特性启动网络管理任务。 以这种方式，可以收集和相关的QoS特性以优化用户的WebRTC体验。

公开(公告)号：US10225212B2

公开(公告)日：2019-03-05

申请号：US14037440

申请日：2013-09-26

Applicant: Avaya Inc.

Inventor： Harvey S. Waxman ,  John H. Yoakum

IPC: H04L12/24 ,  H04L12/26 ,  H04L12/931

Abstract: Embodiments include providing network management based on monitoring Quality of Service (QoS) characteristics of Web Real-Time Communications (WebRTC) interactive flows, and related methods, systems, and computer-readable media. In one embodiment, a method for providing network management based on monitoring QoS characteristics of WebRTC interactive flows is provided. The method comprises obtaining, by a QoS acquisition agent of a WebRTC client executing on a computing device, a WebRTC interactive flow QoS characteristic that indicates a quality of a WebRTC interactive flow over a network. The method further comprises communicating, by the QoS acquisition agent, the WebRTC interactive flow QoS characteristic to a QoS monitoring agent external to the WebRTC client. The method additionally comprises initiating, by the QoS monitoring agent, a network management task based on the WebRTC interactive flow QoS characteristic. In this manner, QoS characteristics may be collected and correlated in order to optimize a user's WebRTC experience.

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：US20150121250A1

公开(公告)日：2015-04-30

申请号：US14068943

申请日：2013-10-31

Applicant: Avaya Inc.

Inventor： Harvey S. Waxman ,  John H. Yoakum ,  Kundan Singh

IPC: H04L29/06 ,  G06F3/0482 ,  G06F3/0486 ,  G06F3/0481 ,  G06F3/0484

CPC classification number: H04L65/403 ,  G06F3/04817 ,  G06F3/0482 ,  G06F3/04842 ,  G06F3/0486 ,  H04L67/02

Abstract: Intelligently managing Web Real-Time Communications (WebRTC) interactive flows, and related systems, methods, and computer-readable media are disclosed herein. In one embodiment, a system for intelligently managing WebRTC interactive flows comprises at least one communications interface, and an associated computing device comprising a WebRTC client. The WebRTC client is configured to receive a user input gesture directed to one or more visual representations corresponding to one or more WebRTC users, and determine a context for the WebRTC client based on a current state of the WebRTC client. The WebRTC client is further configured to obtain one or more identity attributes associated with the one or more WebRTC users, and provide one or more WebRTC interactive flows including the one or more WebRTC users based on the context, the user input gesture, and the one or more identity attributes.

Abstract translation: 本文公开了智能地管理Web实时通信（WebRTC）交互流，以及相关的系统，方法和计算机可读介质。 在一个实施例中，用于智能地管理WebRTC交互流的系统包括至少一个通信接口和包括WebRTC客户端的相关联的计算设备。 WebRTC客户端被配置为接收针对与一个或多个WebRTC用户相对应的一个或多个视觉表示的用户输入手势，并且基于WebRTC客户端的当前状态来确定WebRTC客户端的上下文。 WebRTC客户端还被配置为获得与一个或多个WebRTC用户相关联的一个或多个身份属性，并且基于上下文，用户输入手势和一个WebRTC用户提供包括一个或多个WebRTC用户的一个或多个WebRTC交互流 或更多身份属性。

公开(公告)号：US20150030152A1

公开(公告)日：2015-01-29

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.

Abstract translation: 微处理器可执行工作分配机制选择与客户相关联的工作项目，为客户动态地确定客户熟练度对于由联络中心销售和/或服务的联络中心产品和/或产品领域，并且使用 在将所选择的工作项目分配给用于服务的资源和/或将所确定的客户熟练度级别分配给所分配的资源以用于维护所选择的工作项目时的客户熟练程度。