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公开(公告)号：US20200351403A1
公开(公告)日：2020-11-05
申请号：US16398381
申请日：2019-04-30
申请人： Avaya Inc.
摘要： Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queueing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.
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2.发明申请公开(公告)号：US20190245976A1
公开(公告)日：2019-08-08
申请号：US15889981
申请日：2018-02-06
申请人： Avaya Inc.
IPC分类号： H04M3/523
CPC分类号： H04M3/5233 , H04M3/5235
摘要： The technology disclosed herein enables agent selection based on a likelihood that a received communication will change modes. In a particular embodiment, a method provides receiving a communication in a first mode directed to the contact center from a first user system operated by a first user. The method further provides determining a first likelihood that, at a time after the communication is established with an agent system, the communication will change from the first mode to a second mode. Responsive to the first likelihood satisfying a threshold likelihood, the method provides identifying a first agent of the plurality of agents for handling the communication based on the first mode and the second mode and establishing the communication in the first mode between the first user system and a first agent system operated by the first agent.
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公开(公告)号：US11652923B2
公开(公告)日：2023-05-16
申请号：US17452594
申请日：2021-10-28
申请人： Avaya Inc.
CPC分类号： H04M3/5233 , H04M3/5175 , H04M3/5238 , H04M3/5315
摘要： Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queuing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.
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公开(公告)号：US11025776B2
公开(公告)日：2021-06-01
申请号：US16510675
申请日：2019-07-12
申请人： Avaya Inc.
摘要： Agents in a contact center are often connected to communications (e.g., calls, real-time text chats) automatically and without human intervention. By analyzing the communication and/or a history associated with the customer on the communication, an auto-answer delay may be determined that is better able to provide the agent with sufficient time to prepare for the communication. The auto-answer delay may be determined as a variation from a default auto-answer delay.
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公开(公告)号：US10547741B2
公开(公告)日：2020-01-28
申请号：US15892556
申请日：2018-02-09
申请人： Avaya Inc.
IPC分类号： H04M3/42
摘要： Placing calls in a non-disturbing manner that includes receiving, by a communication server from a caller endpoint device, a request to place a call to a called endpoint device, wherein the request comprises an indication that the called endpoint device is to be notified about the call in a non-disturbing manner. The communication server also receives from the caller endpoint device, a time period for which a user of the caller endpoint device is available to receive a callback from the called endpoint device, a context associated with the call. Then, the communication server can forward to the called endpoint device, the call, wherein the call includes the time period and the context associated with the call.
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公开(公告)号：US10135985B1
公开(公告)日：2018-11-20
申请号：US15886697
申请日：2018-02-01
申请人： Avaya Inc.
发明人： Pushkar Deole , Jibin George
摘要： The technology disclosed herein enables a call to be immediately reconnected to an agent of a contact center after the agent has been disconnected. In a particular embodiment, a method provides, determining that a first agent system, operated by a first agent of a plurality of agents for the contact center, has been disconnected from a call between the first agent system and a first caller system operated by a first caller. The first caller system remains connected to the contact center. If the first agent system was disconnected due to a recoverable error, the method provides reconnecting the call to the first agent system once the first agent system has recovered. If the first agent system was disconnected due to a non-recoverable error, the method provides prioritizing the reconnection of the call to another one of the plurality of agents.
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公开(公告)号：US11212390B2
公开(公告)日：2021-12-28
申请号：US16398381
申请日：2019-04-30
申请人： Avaya Inc.
摘要： Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queueing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.
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8.发明申请公开(公告)号：US20200220886A1
公开(公告)日：2020-07-09
申请号：US16242180
申请日：2019-01-08
申请人： Avaya Inc.
IPC分类号： H04L29/06
摘要： Users often have multiple resource (e.g., devices, accounts, authorizations, permissions, etc.) that utilize or leverage a credential that may become compromised. A stolen mobile device may allow unauthorized access to the device to make and receive calls and potentially expose other resources (e.g., emails, text messages, accounts, etc.). Maintaining all these accounts is cumbersome and error prone. Having a ledger indicating resources that are blocked is provided. Copies of the ledger are maintained by other entities and updates exchanged therebetween. As a result, parties can be quickly notified when a resource should be blocked, or unblocked, if blocking is no longer warranted.
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公开(公告)号：US20200007685A1
公开(公告)日：2020-01-02
申请号：US16021586
申请日：2018-06-28
申请人： Avaya Inc.
摘要： A plurality of escalated communication sessions are received. The plurality of escalated communication sessions are initially a plurality of established communication sessions between communication endpoints of users and communication endpoints of contact center agents. A priority for the plurality of escalated communication sessions is determined based on one or more routing factors. In response to determining the priority of the plurality of escalated communication sessions, the plurality of escalated communication sessions are routed to a communication endpoint of a supervisor or a technical specialist based on the priority.
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公开(公告)号：US11417340B2
公开(公告)日：2022-08-16
申请号：US16714985
申请日：2019-12-16
申请人： Avaya Inc.
摘要： Electronic conferences are a common method of conducting a meeting when the participants are not at the same location. When a conference drops a portion of the audio, such carrying speech from a speaker, participants may be excluded from the full content of the conference. By having a device associated with a speaking participant convey both audio and generated text from the speech provided by the speaking participant, a server may be able to determine that speech is missing from the audio portion and automatically insert text content. As a result, poor audio quality may be mitigated with text and omitting unwanted text when the audio quality is sufficient.
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