公开(公告)号：US10356242B2

公开(公告)日：2019-07-16

申请号：US14599647

申请日：2015-01-19

Applicant: Avaya Inc.

Inventor： Thomas J. Moran ,  Ronan Fox ,  Neil O'Connor ,  Paul D'Arcy ,  Liam Loftus

IPC: H04M3/51 ,  H04M3/22 ,  H04M3/428

Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.

公开(公告)号：US20160212264A1

公开(公告)日：2016-07-21

申请号：US14599647

申请日：2015-01-19

Applicant: Avaya Inc.

Inventor： Thomas J. Moran ,  Ronan Fox ,  Neil O'Connor ,  Paul D'Arcy ,  Liam Loftus

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/2281 ,  H04M3/4288 ,  H04M2201/40

Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.

Abstract translation: 公开了一种用于在与企业中的资源相关联的通信会话期间管理一个或多个通信中断的计算系统。 计算系统包括用于监视通信会话的一个或多个参数的监视模块。 该系统还包括用于存储一个或多个被监控参数的数据库。 系统还包括确定模块，用于基于所存储的一个或多个参数确定资源的至少一个参与分数。 该系统还包括用于基于至少一个确定的参与分数来控制一个或多个通信中断的控制模块。

公开(公告)号：US10951760B2

公开(公告)日：2021-03-16

申请号：US16432069

申请日：2019-06-05

Applicant: Avaya Inc.

Inventor： Thomas J. Moran ,  Ronan Fox ,  Neil O'Connor ,  Paul D'Arcy ,  Liam Loftus

IPC: H04M3/51 ,  H04M3/22 ,  H04M3/428

Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.

公开(公告)号：US10580014B2

公开(公告)日：2020-03-03

申请号：US14302643

申请日：2014-06-12

Applicant: Avaya Inc.

Inventor： Thomas J. Moran ,  Gerard Carty

IPC: G06Q30/00 ,  H04M3/51

Abstract: A system for providing Payment Card Industry (PCI) compliance for a contact center is disclosed. The system includes a monitoring module configured to monitor a communication session between an agent and a customer. At least one image associated with the agent's computer screen is captured during the communication session. An analysis module is configured to compare the at least one image with at least one predefined image. A control module is configured to control a recording of information associated with the communication session based on the comparison.

公开(公告)号：US20190289130A1

公开(公告)日：2019-09-19

申请号：US16432069

申请日：2019-06-05

Applicant: Avaya Inc.

Inventor： Thomas J. Moran ,  Ronan Fox ,  Neil O'Connor ,  Paul D'Arcy ,  Liam Loftus

IPC: H04M3/51

Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.

公开(公告)号：US20150363789A1

公开(公告)日：2015-12-17

申请号：US14302643

申请日：2014-06-12

Applicant: Avaya Inc.

Inventor： Thomas J. Moran ,  Gerard Carty

IPC: G06Q30/00 ,  H04M3/51

CPC classification number: G06Q30/018 ,  G06Q30/016 ,  H04M3/5175

Abstract: A system for providing Payment Card Industry (PCI) compliance for a contact center is disclosed. The system includes a monitoring module configured to monitor a communication session between an agent and a customer. At least one image associated with the agent's computer screen is captured during the communication session. An analysis module is configured to compare the at least one image with at least one predefined image. A control module is configured to control a recording of information associated with the communication session based on the comparison.

Abstract translation: 公布了一种为联络中心提供支付卡行业（PCI）合规性的系统。 该系统包括被配置为监视代理和客户之间的通信会话的监视模块。 在通信会话期间捕获与代理的计算机屏幕相关联的至少一个图像。 分析模块被配置为将至少一个图像与至少一个预定图像进行比较。 控制模块被配置为基于比较来控制与通信会话相关联的信息的记录。