公开(公告)号：US09609273B2

公开(公告)日：2017-03-28

申请号：US14084780

申请日：2013-11-20

申请人： Avaya Inc.

发明人： Ravi Sethi ,  Parameshwaran Krishnan ,  Navjot Singh

IPC分类号： H04N7/15

CPC分类号： H04N7/15

摘要： A video conference is established between a first video device and a second video device. The first video device captures a first participant's images in the video conference. The first participant's image is also captured as part of the video conference via the second video device (i.e., there are duplicate images of the first participant's image being captured). The first participant's image is detected as being captured by the first video device and the second video device in the video conference. For example, the duplicate images can be determined based on facial recognition. In response to detecting that the first participant's image is being captured by the first video device and the second video device in the video conference, the process automatically forbears from displaying at least one of the first participant's image captured by the first and second video devices.

公开(公告)号：US20160295016A1

公开(公告)日：2016-10-06

申请号：US14673430

申请日：2015-03-30

申请人： Avaya Inc.

发明人： Mark J. Fletcher ,  Parameshwaran Krishnan ,  Joann J. Ordille ,  Navjot Singh

IPC分类号： H04M3/51

CPC分类号： H04M3/5116 ,  H04M3/523 ,  H04M2201/18 ,  H04M2203/2094

摘要： Public safety access points (PSAP), such as 911 and e911 service providers, are often overwhelmed with information coming from a number of callers. As part of an initial assessment, a determination is often made as to whether two or more callers are calling about the same emergent event. If two or more callers are calling about the same emergent event, the callers and PSAP may interact at the same time but differently, such as different content or different media types. As a benefit, on-site activities may be coordinated in a manner that helps reduce the demands on PSAP resources and helps to facilitate a more accurate and appropriate response to the emergent event.

摘要翻译： 公共安全接入点（PSAP），如911和e911服务提供商，往往被来自多个呼叫者的信息所淹没。 作为初步评估的一部分，通常会确定两个或多个呼叫者是否正在呼叫同一紧急事件。 如果两个或多个呼叫者正在呼叫相同的紧急事件，则呼叫者和PSAP可以在不同的内容或不同的媒体类型的同时进行交互。 作为一个好处，现场活动可以以有助于减少对PSAP资源的需求的方式进行协调，并有助于更加准确和适当地应对紧急情况。

公开(公告)号：US09420099B1

公开(公告)日：2016-08-16

申请号：US14673380

申请日：2015-03-30

申请人： Avaya Inc.

发明人： Parameshwaran Krishnan ,  Joann J. Ordille ,  Navjot Singh

IPC分类号： H04M11/04 ,  H04M3/51 ,  H04M3/42 ,  H04W4/02 ,  H04W4/22

CPC分类号： H04M3/5116 ,  H04M3/42357 ,  H04M2203/655 ,  H04W4/023 ,  H04W4/90

摘要： Public safety access points (PSAP), such as 911 and e911 service providers, are often overwhelmed with information coming from a number of callers. As part of an initial assessment, a determination is often made as to whether two or more callers are calling about the same emergent event. If two or more callers are calling about the same emergent event, the callers and PSAP may interact at the same time via a data channel operable to convey one or more of text, voice, video, still images, video images, location information, and social media content. As a benefit, PSAP resource may obtain a more complete knowledge of the emergent situation and better coordinate mitigation activities for the emergent event.

摘要翻译： 公共安全接入点（PSAP），如911和e911服务提供商，往往被来自多个呼叫者的信息所淹没。 作为初步评估的一部分，通常会确定两个或多个呼叫者是否正在呼叫同一紧急事件。 如果两个或多个呼叫者呼叫相同的紧急事件，则呼叫者和PSAP可以通过可操作以传达文本，语音，视频，静止图像，视频图像，位置信息和 社交媒体内容。 作为一个好处，PSAP资源可以获得对紧急情况的更完整的了解，更好地协调突发事件的缓解活动。

公开(公告)号：US20160105566A1

公开(公告)日：2016-04-14

申请号：US14512087

申请日：2014-10-10

申请人： Avaya, Inc.

发明人： Reinhard Klemm ,  Parameshwaran Krishnan ,  Navjot Singh

IPC分类号： H04M3/56 ,  H04L12/58

CPC分类号： H04M3/565 ,  H04L12/1827 ,  H04L51/04

摘要： Questions are received for a conference call. The questions are submitted electronically, such as by email or Instant Messaging (IM). The questions can be submitted before and/or during the conference call. The questions are clustered into one or more similar categories. The clustered questions are sent to participants of a conference. For example, the questions can be sent to a presenter of the conference call as an agenda to follow for a question and answer section of the conference call. Likewise, the questions may also be sent to the conference participants as an agenda of the question and answer section of the conference call. The presenter can discuss the questions with the conference participants based on the categorization of the submitted questions.

摘要翻译： 收到电话会议的问题。 这些问题以电子方式提交，例如通过电子邮件或即时消息（IM）。 问题可以在电话会议之前和/或会议期间提交。 问题集中在一个或多个类似的类别中。 聚集的问题被发送给会议的参与者。 例如，可将问题发送给电话会议的主持人作为电话会议的问答部分的议程。 同样，这些问题也可以作为电话会议的问答部分的议程发送给会议参与者。 演讲者可以根据提交的问题的分类与会议参与者讨论问题。

公开(公告)号：US20150381674A1

公开(公告)日：2015-12-31

申请号：US14319107

申请日：2014-06-30

申请人： Avaya Inc.

发明人： Reinhard Klemm ,  Parameshwaran Krishnan ,  Navjot Singh

IPC分类号： H04L29/06 ,  G06F3/16 ,  H04L29/08 ,  G06F3/0482

CPC分类号： H04L65/4053 ,  G06F3/0482 ,  G06F3/167 ,  H04L65/1069 ,  H04L65/1096 ,  H04L65/608 ,  H04L67/141 ,  H04M3/493 ,  H04M3/5166 ,  H04N21/2541

摘要： Techniques for efficiently allocating ports and bandwidth in a communication system configured to establish interactive, real time communication sessions between endpoints are described. Requests are received at a server, from a requester endpoint device, to initiate an interactive, real time communication voice and/or video session requiring access to an interactive session resource. In an embodiment, the communication system is a contact center and the interactive session resource is an available contact center agent. Pending availability of the interactive session resource, a requester is assigned a place in a queue or otherwise scheduled to receive access to the interactive session resource. In the meantime, a data channel is established between the server and the requester's endpoint device. Resources, which can include an executable program and/or information operative to enable the endpoint device to emulate an active on-hold voice connection period, are downloaded to the endpoint device.

摘要翻译： 描述了在被配置为在端点之间建立交互式实时通信会话的通信系统中有效分配端口和带宽的技术。 在服务器处从请求者端点设备接收请求以发起需要访问交互式会话资源的交互式实时通信语音和/或视频会话。 在一个实施例中，通信系统是联络中心，交互式会话资源是可用的联络中心代理。 在交互式会话资源的可用性之前，请求者被分配一个队列中的地方或以其他方式调度以接收对该交互式会话资源的访问。 同时，在服务器和请求者的端点设备之间建立数据通道。 可以包括可执行程序和/或用于使端点设备模拟主动保持话音连接周期的信息的资源被下载到端点设备。

公开(公告)号：US09106750B2

公开(公告)日：2015-08-11

申请号：US13971599

申请日：2013-08-20

申请人： Avaya Inc.

发明人： Reinhard P. Klemm ,  Parameshwaran Krishnan ,  Doree D. Seligmann ,  Navjot Singh

IPC分类号： H04M3/523

CPC分类号： H04M3/5233

摘要： The system and method enable an agent to be able to select a contact (e.g., a voice call or email from a customer) from a contact queue in a contact center. As contacts come into a contact center, the contacts are placed in the contact queue. An agent in the contact center is presented with the contacts along with a profile that is associated with each of the contacts. The profile may contain information about the contacts such as an attitude of the contact, a conversation style of the contact, a sentiment of the contact, and the like. The agent selects one of the contacts in the contact queue. The selected contact is then sent to the agent for handling.

摘要翻译： 系统和方法使得代理能够从联络中心的联系人队列中选择联系人（例如，来自客户的语音呼叫或电子邮件）。 当联系人进入联络中心时，联系人将被放置在联系人队列中。 联络人中心的代理人将显示联系人以及与每个联系人相关联的个人资料。 简档可以包含关于联系人的信息，例如联系人的态度，联系人的对话风格，联系人的情绪等。 代理选择联系人队列中的一个联系人。 所选的联系人然后被发送到代理处理。

公开(公告)号：US20150109403A1

公开(公告)日：2015-04-23

申请号：US14059602

申请日：2013-10-22

申请人： Avaya Inc.

发明人： Parameshwaran Krishnan ,  Navjot Singh ,  Sreenidhy Sreepathy

IPC分类号： H04N7/14 ,  H04N7/15

CPC分类号： H04N7/147 ,  H04N7/152 ,  H04N7/155

摘要： Embodiments disclosed herein provide systems and methods for selectively recording high quality media in a videoconference. In a particular embodiment, a method provides receiving a plurality of video streams from a plurality of videoconferencing clients. The method further provides streaming video at a first quality level for the plurality of video streams to a first videoconferencing client of the plurality of video conferencing clients. At a first point in time while streaming the video, the method provides identifying a first video stream of the plurality of video streams that should be recorded at a higher quality level than the first quality level and recording the first video stream at the higher quality level from the first point in time.

摘要翻译： 本文公开的实施例提供了用于在视频会议中选择性地记录高质量媒体的系统和方法。 在特定实施例中，一种方法提供从多个视频会议客户端接收多个视频流。 该方法进一步向多个视频会议客户端中的第一视频会议客户端提供用于多个视频流的第一质量级别的流视频。 在流式传输视频的第一时间点，该方法提供识别应该以比第一质量水平更高的质量水平记录的多个视频流的第一视频流，并且以更高的质量水平记录第一视频流 从第一个时间点开始。

公开(公告)号：US20150055772A1

公开(公告)日：2015-02-26

申请号：US13971599

申请日：2013-08-20

申请人： Avaya Inc.

发明人： Reinhard P. Klemm ,  Parameshwaran Krishnan ,  Doree D. Seligmann ,  Navjot Singh

IPC分类号： H04M3/523

CPC分类号： H04M3/5233

摘要： The system and method enable an agent to be able to select a contact (e.g., a voice call or email from a customer) from a contact queue in a contact center. As contacts come into a contact center, the contacts are placed in the contact queue. An agent in the contact center is presented with the contacts along with a profile that is associated with each of the contacts. The profile may contain information about the contacts such as an attitude of the contact, a conversation style of the contact, a sentiment of the contact, and the like. The agent selects one of the contacts in the contact queue. The selected contact is then sent to the agent for handling.

摘要翻译： 系统和方法使得代理能够从联络中心的联系人队列中选择联系人（例如，来自客户的语音呼叫或电子邮件）。 当联系人进入联络中心时，联系人将被放置在联系人队列中。 联络人中心的代理人将显示联系人以及与每个联系人相关联的个人资料。 简档可以包含关于联系人的信息，例如联系人的态度，联系人的对话风格，联系人的情绪等。 代理选择联系人队列中的一个联系人。 所选的联系人然后被发送到代理处理。

公开(公告)号：US11019000B2

公开(公告)日：2021-05-25

申请号：US16832735

申请日：2020-03-27

申请人： Avaya Inc.

发明人： Reinhard Klemm ,  Parameshwaran Krishnan ,  Navjot Singh

IPC分类号： H04L12/58

摘要： Techniques for aiding an email recipient in the management of inbound email by detecting, and configurably responding to, dynamically variable patterns of activity and behavior are described. Characteristics are extracted from new email messages originated by senders and intended for a recipient. One or more patterns of sender activity, recipient message management behavior, and/or message response behavior, relating to treatment of messages from individual senders and/or plural senders in the aggregate, are identified. The patterns are identified by analyzing statistics collected by the extraction of characteristics from email messages previously received by the recipient. Before the recipient reads a new email, a determination is made as to whether any deviation from an identified pattern exists; and, if so, a pre-existing rule for treatment of the new message is enforced and/or a new rule specifying treatment of at least some messages from the sender of the email is proposed.

公开(公告)号：US20160314286A1

公开(公告)日：2016-10-27

申请号：US14955225

申请日：2015-12-01

申请人： Avaya Inc.

发明人： Manish Dusad ,  Ping Lin ,  Gordon Brunson ,  Mark Mackenzie ,  Navjot Singh ,  Geoff Baskwill

IPC分类号： G06F21/12 ,  H04W12/06 ,  H04L29/06

CPC分类号： G06F21/121 ,  G06F2221/2141 ,  H04L63/08 ,  H04L63/083 ,  H04L63/0838 ,  H04W12/06

摘要： An indication of a change in a right to use a service or feature is received. For example, this can be based on an administrator granting access to a previously installed service or feature. In response, a notification is sent to a user of the change of the right to use the service or feature. The notification requests the user to provide a credential to approve the change of the right to use the service or feature. For example, a link may be provided in an email or text message that the user can click on to provide a password/user name. The credential is received and verified. In response to validating the credential, access is allowed according to the change of the right to use the service or feature. The user then has access to the service/feature without the administrator having to know the user's credential.

摘要翻译： 收到使用服务或功能的权利发生变化的指示。 例如，这可以基于授予对先前安装的服务或功能的访问权限的管理员。 作为响应，向用户发送对使用该服务或特征的权利的更改的通知。 该通知请求用户提供凭证来批准更改使用该服务或功能的权利。 例如，可以在用户可以点击以提供密码/用户名的电子邮件或文本消息中提供链接。 获得并验证凭证。 响应验证凭证，根据使用该服务或功能的权利的更改，允许访问。 用户然后可以访问服务/功能，而管理员不必知道用户的凭据。