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1. 发明申请

US20160212265A1 ENHANCED CUSTOMER JOURNEY USING MULTICHANNEL CONTACT CENTER 审中-公开
标题翻译：使用多通道联络中心增强客户使用权
公开(公告)号：US20160212265A1
公开(公告)日：2016-07-21
申请号：US14983068
申请日：2015-12-29
申请人： Avaya Inc.
发明人： Laurent Philonenko , Venkatesh Krishnaswamy , Parameshwaran Krishnan , Navjot Singh
IPC分类号： H04M3/51 , H04M3/523
CPC分类号： H04M3/5183 , H04M3/5233
摘要： A contact center, communication system, and server are disclosed. An illustrative contact center is disclosed as being a multichannel contact center. A customer of the illustrative multichannel contact center is allowed to switch their engagement with the contact center from using a first media type to using a second media type. Upon making such a switch of engagement, the customer may be provided with information regarding resources in the contact center, statistics/metrics of those resources, the ability to provide real-time feedback regarding the engagement, and possibly the ability to select a resource from among a plurality of resources. In this way, the customer may be incentivized to switch their method of engagement to a benefit of both the contact center and the customer.
摘要翻译：公开了联络中心，通信系统和服务器。公开了一种说明性的联络中心作为多渠道联络中心。允许说明性多通道联络中心的客户将其与联络中心的接合从使用第一媒体类型切换到使用第二媒体类型。在进行这样的参与转换时，可以向客户提供关于联络中心中的资源的信息，这些资源的统计/指标，提供关于参与的实时反馈的能力，以及可能从在多个资源之中。以这种方式，客户可能会被激励将其参与方式切换到联络中心和客户的利益。

2. 发明申请

US20160005005A1 System and Method for Predicting Meeting Subjects, Logistics, and Resources 审中-公开
公开(公告)号：US20160005005A1
公开(公告)日：2016-01-07
申请号：US14856667
申请日：2015-09-17
申请人： Avaya Inc.
发明人： Krishna Kishore Dhara , Venkatesh Krishnaswamy , Eunsoo Shim , Xiaotao Wu
IPC分类号： G06Q10/10
CPC分类号： G06Q10/1095 , H04L12/1818 , H04L47/70 , H04L65/403 , H04M3/565
摘要： Disclosed herein are systems, methods, and non-transitory computer-readable storage media for predicting the subject, logistics, and resources of associated with a communication event. Predictions and suggestions can occur prior to, during, or in response to communication events. The user can confirm the prediction or suggestion via user input such as a click or a voice command. The system can analyze past behavior patterns with respect to the subject, logistics and resources of communication events, followed by preparing ranked listings of which subjects, logistics, and resources are most likely to be used in a given situation. The predicted logistics may then include people to invite, time and date of the meeting, its duration, location, and anything else useful in helping potential participants gather together. The resources may include files attached, files used, communication event minutes, recordings made, Internet browsers and other programs which may be utilized by the user.

3. 发明申请

US20150264310A1 PROVIDING AND USING QUALITY INDICATORS IN CONFERENCES FOR MITIGATION ACTIVITIES 审中-公开
标题翻译：在会议中提供和使用质量指标进行减缓活动
公开(公告)号：US20150264310A1
公开(公告)日：2015-09-17
申请号：US14624243
申请日：2015-02-17
申请人： Avaya Inc.
发明人： Venkatesh Krishnaswamy , Parameshwaran Krishnan , Navjot Singh
IPC分类号： H04N7/14 , H04L29/06
摘要： Conferences are a popular way to hold meetings and presentations when the participants are not required to be physically together. However, the quality of a conference can vary based on a particular user's endpoint configuration, connection, network, conference content, and other factors. Providing a user with the ability to indicate a quality issue, as determined by the user, allows other users and systems to become aware that a user is experiencing quality issues and optionally take action to correct the issue.
摘要翻译：会议是一种流行的方式来举行会议和演讲，当参与者不需要身体在一起。然而，会议的质量可以根据特定用户的端点配置，连接，网络，会议内容和其他因素而变化。为用户提供指示用户确定的质量问题的能力，允许其他用户和系统意识到用户正在遇到质量问题，并可选择采取行动来纠正问题。

4. 发明申请

US20140122880A1 System and Method for Facilitating Communications Based on Trusted Relationships 有权
标题翻译：基于信任关系促进通信的系统和方法
公开(公告)号：US20140122880A1
公开(公告)日：2014-05-01
申请号：US14147816
申请日：2014-01-06
申请人： Avaya Inc.
发明人： Venkatesh Krishnaswamy , Eunsoo Shim , John H. YOAKUM
IPC分类号： H04L29/06
CPC分类号： H04L63/0428 , H04L63/08 , H04L63/102 , H04L63/126
摘要： Disclosed herein are systems, methods, and non-transitory computer-readable storage media for facilitating communications based on a trusted relationships. A system configured to practice the method first receives a communication request from a second communication device for a specific resource, wherein the communication request is based, at least in part, on trust information generated by a previously established trusted relationship. The system confirms, via an access to a trust database and using the trust information, (1) an identity of a sender of the communication request and (2) access permissions for a requested resource. Then, if the identity and the access permissions are confirmed, the system establishes communications between the first communications device and the second communications device in response to the communication request according to the specific resource. The trust information can include a trust user ID and a trust key.
摘要翻译：本文公开了用于基于可信关系促进通信的系统，方法和非暂时性的计算机可读存储介质。被配置为实施该方法的系统首先从用于特定资源的第二通信设备接收通信请求，其中，所述通信请求至少部分地基于由先前建立的可信关系生成的信任信息。系统通过对信任数据库的访问和使用信任信息来确认（1）通信请求的发送方的身份和（2）所请求资源的访问权限。然后，如果身份和访问许可被确认，则系统根据特定资源响应于通信请求建立第一通信设备和第二通信设备之间的通信。信任信息可以包括信任用户ID和信任密钥。

5. 发明授权

US11212362B2 System and method for authorizing third party profile data sharing 有权
公开(公告)号：US11212362B2
公开(公告)日：2021-12-28
申请号：US13728531
申请日：2012-12-27
申请人： Avaya Inc.
发明人： Krishna Kishore Dhara , Venkatesh Krishnaswamy , Xiaotao Wu
IPC分类号： H04L29/08
摘要： Disclosed herein are systems, methods, and computer-readable storage media for authorizing third-party profile data sharing. The system receives a request to a request to share profile data held by a first person with a second person, wherein the profile data is of a third person. The system then generates a common context value based on an association between at least two of the first person, the second person, and the third person, wherein the common context value indicates how strongly the third person is connected to the first person and/or the second person. When the common context value is above a threshold, the system permits the first person to share the profile data of the third person with the second person.

6. 发明授权

US10664778B2 Negotiation of a future communication by use of a personal virtual assistant (PVA) 有权
公开(公告)号：US10664778B2
公开(公告)日：2020-05-26
申请号：US15608362
申请日：2017-05-30
申请人： Avaya Inc.
发明人： Venkatesh Krishnaswamy , Timothy I. Ross , Rajeshwari Edamadaka , Jack Iu , Krishna Kishore Dhara , Michael Vernick
IPC分类号： G06F3/14 , G06Q10/06 , G06Q10/10 , G06F3/16 , G10L21/10
摘要： Negotiation of a future communication through a personal virtual assistant is provided. A trigger command is received. The trigger command identifies a communication received for a recipient from a sender. Schedule information is accessed. The schedule information is related to the recipient of the received communication. A plurality of options is presented to the sender. The plurality of options are for arranging a future communication between the sender and the recipient, and include at least one option determined based on the accessed schedule information. A selection of an option for arranging a future communication is received. The selected option is executed to arrange the future communication.

7. 发明授权

US09788256B2 Reduction of wireless communication costs in enterprises 有权
公开(公告)号：US09788256B2
公开(公告)日：2017-10-10
申请号：US13903459
申请日：2013-05-28
申请人： Avaya Inc.
发明人： John Buford , Venkatesh Krishnaswamy , Stephen M. Milton
IPC分类号： H04W24/00 , H04W40/20 , H04Q3/66 , H04W8/06 , H04W4/02 , H04W84/16
CPC分类号： H04W40/20 , H04Q3/66 , H04Q2213/13097 , H04Q2213/13098 , H04Q2213/13103 , H04Q2213/13138 , H04Q2213/13141 , H04Q2213/1322 , H04W4/02 , H04W8/06 , H04W84/16
摘要： Methods and apparatus are disclosed for reducing wireless telecommunication costs for enterprises having a plurality of PBX-equipped sites, connected by either a public network (e.g., the PSTN, the Internet, etc.), a private network (e.g., leased lines, a virtual private network [VPN] over the Internet, etc.), or some combination of public and private networks. In particular, the illustrative embodiments of the present invention attempt to reduce telecommunication costs by advantageously routing calls from an off-premises wireless terminal belonging to the enterprise via one or more of the enterprise's private branch exchanges. The present invention is especially advantageous in that it can reduce telecommunication costs for calls from an off-premises wireless terminal to any type of destination: another cell phone, a wireline terminal, a private branch exchange, etc.

8. 发明授权

US09094376B2 System and method for facilitating communications based on trusted relationships 有权
标题翻译：基于可信关系促进通信的系统和方法
公开(公告)号：US09094376B2
公开(公告)日：2015-07-28
申请号：US14147816
申请日：2014-01-06
申请人： Avaya Inc.
发明人： Venkatesh Krishnaswamy , Eunsoo Shim , John H. Yoakum
IPC分类号： H04L9/32 , H04L29/06
CPC分类号： H04L63/0428 , H04L63/08 , H04L63/102 , H04L63/126
摘要： Disclosed herein are systems, methods, and non-transitory computer-readable storage media for facilitating communications based on a trusted relationships. A system configured to practice the method first receives a communication request from a second communication device for a specific resource, wherein the communication request is based, at least in part, on trust information generated by a previously established trusted relationship. The system confirms, via an access to a trust database and using the trust information, (1) an identity of a sender of the communication request and (2) access permissions for a requested resource. Then, if the identity and the access permissions are confirmed, the system establishes communications between the first communications device and the second communications device in response to the communication request according to the specific resource. The trust information can include a trust user ID and a trust key.
摘要翻译：本文公开了用于基于可信关系促进通信的系统，方法和非暂时性的计算机可读存储介质。被配置为实施该方法的系统首先从用于特定资源的第二通信设备接收通信请求，其中，所述通信请求至少部分地基于由先前建立的可信关系生成的信任信息。系统通过对信任数据库的访问和使用信任信息来确认（1）通信请求的发送方的身份和（2）所请求资源的访问权限。然后，如果身份和访问许可被确认，则系统根据特定资源响应于通信请求建立第一通信设备和第二通信设备之间的通信。信任信息可以包括信任用户ID和信任密钥。

9. 发明申请

US20150058418A1 PROVIDING DATA RESOURCE SERVICES WITHIN ENTERPRISE SYSTEMS FOR RESOURCE LEVEL SHARING AMONG MULTIPLE APPLICATIONS, AND RELATED METHODS, SYSTEMS, AND COMPUTER-READABLE MEDIA 有权
标题翻译：在企业系统中提供数据资源服务，用于多种应用中的资源级别共享，以及相关方法，系统和计算机可读介质
公开(公告)号：US20150058418A1
公开(公告)日：2015-02-26
申请号：US14174371
申请日：2014-02-06
申请人： AVAYA INC.
发明人： Kundan Singh , Venkatesh Krishnaswamy
IPC分类号： H04L29/08
CPC分类号： H04L67/1097 , G06F21/6218 , H04L63/20 , H04L67/02
摘要： Providing data resource services within enterprise systems for resource level sharing among multiple applications, and related methods, systems, and computer-readable media are disclosed. In one embodiment, a method for providing a data resource service within an enterprise system is provided. The method includes receiving a user data request from a web application having application logic located outside of an enterprise system to access user data stored in memory within the enterprise system. The method further includes accessing the user data stored in the memory within the enterprise system in response to the user data request from the web application. The method also includes providing access to the user data stored in the memory within the enterprise system to the web application in response to the user data request.
摘要翻译：在企业系统内提供数据资源服务，用于多个应用程序之间的资源级别共享，以及相关方法，系统和计算机可读介质。在一个实施例中，提供了一种用于在企业系统内提供数据资源服务的方法。该方法包括从具有位于企业系统外部的应用逻辑的web应用接收用户数据请求，以访问存储在企业系统内的存储器中的用户数据。该方法还包括响应于来自web应用的用户数据请求，访问存储在企业系统内的存储器中的用户数据。该方法还包括响应于用户数据请求，将存储在企业系统内的存储器中的用户数据提供给web应用程序。

10. 发明申请

US20130304924A1 System and Method for Predicting Meeting Subjects, Logistics, and Resources 有权
标题翻译：物流与资源预测系统与方法
公开(公告)号：US20130304924A1
公开(公告)日：2013-11-14
申请号：US13942079
申请日：2013-07-15
申请人： Avaya Inc.
发明人： Krishna Kishore Dhara , Venkatesh Krishnaswamy , Eunsoo Shim , Xiaotao Wu
IPC分类号： H04L12/70
CPC分类号： G06Q10/1095 , H04L12/1818 , H04L47/70 , H04L65/403 , H04M3/565
摘要： Disclosed herein are systems, methods, and non-transitory computer-readable storage media for predicting the subject, logistics, and resources of associated with a communication event. Predictions and suggestions can occur prior to, during, or in response to communication events. The user can confirm the prediction or suggestion via user input such as a click or a voice command. The system can analyze past behavior patterns with respect to the subject, logistics and resources of communication events, followed by preparing ranked listings of which subjects, logistics, and resources are most likely to be used in a given situation. The predicted logistics may then include people to invite, time and date of the meeting, its duration, location, and anything else useful in helping potential participants gather together. The resources may include files attached, files used, communication event minutes, recordings made, Internet browsers and other programs which may be utilized by the user.
摘要翻译：本文公开了用于预测与通信事件相关联的主题，后勤和资源的系统，方法和非暂时的计算机可读存储介质。预测和建议可以在沟通事件之前，期间或之后发生。用户可以通过诸如点击或语音命令的用户输入来确认预测或建议。该系统可以分析过去关于交通事件的主题，后勤和资源的行为模式，然后准备在给定情况下最有可能使用主题，后勤和资源的排名列表。预测的后勤可能包括邀请人，会议的时间和日期，时间，地点以及帮助潜在参与者聚集在一起的其他任何有用的东西。资源可以包括附加的文件，所使用的文件，通信事件分钟，制作的录音，因特网浏览器以及用户可以利用的其他程序。

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