Patents Assigned to Avaya Inc.
  • Patent number: 10764264
    Abstract: A technique for authenticating network users is disclosed. In one particular exemplary embodiment, the technique may be realized as a method for authenticating network users. The method may comprise receiving, from a client device, a request for connection to a network. The method may also comprise evaluating a security context associated with the requested connection. The method may further comprise assigning the client device one or more access privileges based at least in part on the evaluation of the security context.
    Type: Grant
    Filed: December 30, 2005
    Date of Patent: September 1, 2020
    Assignee: Avaya Inc.
    Inventors: Ravi Chakravarthi Kumar, Tal I. Lavian, Vasant Sahay, Nirmalendu Das, Biju Sajibhavan Kunjukunju, David Burton Levi, Philippe Michelet, Shmuel Nehama
  • Patent number: 10764435
    Abstract: A request to establish a first communication session with a contact center is received. For example, a customer may make a voice call to the contact center. A determination is made that the request to establish the communication session is from an application in a customer communication endpoint. An agent virtual assistant is instantiated. The agent virtual agent works on behalf of a contact center agent. A message is sent to the application in a customer communication endpoint to instantiate a customer virtual assistant. A second communication session is established between the agent virtual assistant and the customer virtual assistant. This allows the contact center agent and the customer to have a better interaction using a simplified graphical user interface that provides the best available information.
    Type: Grant
    Filed: August 29, 2018
    Date of Patent: September 1, 2020
    Assignee: Avaya Inc.
    Inventor: Pushkar Yashavant Deole
  • Patent number: 10764439
    Abstract: A co-browsing session between a customer communication endpoint and an agent terminal is established. User input is received, via at least one of the customer communication endpoint and the agent terminal, in the co-browsing session, which identifies a field that is difficult to understand. For example, the contact center agent may provide input that the customer does not understand a terms of use field. Information associated with the identified field that is difficult to understand is stored in a memory. The stored information is used to generate a report for the identified field. The report is then used to identify ways that may make the field more understandable by future customers. In one embodiment, the customer may also be able to mask one or more fields so that the contact center agent cannot view information in the field. For example, the customer may mask a social security number field.
    Type: Grant
    Filed: April 1, 2019
    Date of Patent: September 1, 2020
    Assignee: Avaya Inc.
    Inventors: Manish Negi, Rajashri Bhor, Saumabha Pal
  • Patent number: 10757251
    Abstract: Interactions between agents of a contact center and customers provide the bulk of many communications and generally work well, except when the customer is deaf or mute. Customers that sign would often prefer to conduct interactions in sign language but the pool of agents having such skills is limited. By providing systems and methods to alter an image of a non-signing agent, a customer may be presented with an image of a signing agent. Additionally, systems and methods herein enable a non-signing agent to be presented with generated speech and/or text translated from the signing gestures provided by the image of the signing customer.
    Type: Grant
    Filed: August 30, 2019
    Date of Patent: August 25, 2020
    Assignee: Avaya Inc.
    Inventors: Valentine C. Matula, Pushkar Yashavant Deole, Sandesh Chopdekar, Sadashiv Vamanrao Deshmukh
  • Patent number: 10757547
    Abstract: A registration is received from an application framework. The registration is for the application framework to be notified of an event managed by a service gateway. The event is based on a communication service provided by the service gateway. The service gateway detects the event. The service gateway sends a notification associated with the event to the application framework. The notification associated with the event comprises information associated with the event. For example, the notification may include a caller's name and address. An object is received from the application framework that is associated with the event. The object associated with the event further comprises extension information that is not used by the communication service/service gateway. A message is sent to a communication endpoint and/or an external application that comprises the object. The extension information is used to provide custom services that are not supported by the communication service/service gateway.
    Type: Grant
    Filed: November 8, 2017
    Date of Patent: August 25, 2020
    Assignee: Avaya Inc.
    Inventors: Mehmet Balasaygun, Rajeshwari Edamadaka, Adrian Lee, Ruby Agarwal
  • Patent number: 10757050
    Abstract: In order to be able to discuss multiple topics separately in an electronic chat session, a request to discuss one or more topics in the electronic chat session is detected. In response to detecting the request to discuss the one or more topics in the electronic chat session, a sub-chat session for each of the one or more topics is created within the electronic chat session. Information associated with the sub-chat sessions is sent to the participants of the electronic chat session. This allows each participant to chat separately on each topic via the separate sub-chat sessions; thus creating an individual transcript for each topic.
    Type: Grant
    Filed: October 1, 2018
    Date of Patent: August 25, 2020
    Assignee: Avaya Inc.
    Inventors: Gaurav Badge, Ramanujan Kashi, Thirunavukkarasu Arjunan
  • Patent number: 10756912
    Abstract: A conference call is recorded. For example, a voice conference call between a group of users is recorded. Information about the recording of the conference call is identified. For example, a date, a time, a length, an agenda, and a list of participants are identified for the conference call. A block is added to a blockchain with the information about the recording of the conference call. The blockchain with the information about the recording of the conference call is sent to a distributed ledger. The distributed ledger is where copies of the blockchain are stored on multiple nodes on one or more networks. By having multiple copies distributed in one or more networks, it is much more difficult to remove all the information that the conference call actually took place.
    Type: Grant
    Filed: October 12, 2018
    Date of Patent: August 25, 2020
    Assignee: Avaya Inc.
    Inventors: Mehmet Balasaygun, Joel Ezell
  • Patent number: 10742709
    Abstract: 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.
    Type: Grant
    Filed: February 17, 2015
    Date of Patent: August 11, 2020
    Assignee: Avaya Inc.
    Inventors: Venkatesh Krishnaswamy, Parameshwaran Krishnan, Navjot Singh
  • Patent number: 10742698
    Abstract: Methods and systems for providing media contention controls at a virtual desktop infrastructure (VDI) device are provided. More particularly, a VDI desktop media controller (DMC) application is provided. The VDI DMC application is executed by the VDI client device. Accordingly, the VDI DMC application provides local control of media. In addition, the VDI DMC application can provide for local control of multiple media streams received simultaneously.
    Type: Grant
    Filed: September 28, 2012
    Date of Patent: August 11, 2020
    Assignee: Avaya Inc.
    Inventors: Bryan Katz, Tedd Youel, Daryl Huff, Michael Keenan
  • Patent number: 10742692
    Abstract: During a Session Initiation Protocol dialog setup, a media gateway or container executes or initiates two or more applications that provide features during a conference call. The applications are applied to messages or data in the conference call based on a sequence order established during the setup of the conference call. The sequence order and the application identities are stored in a shared database. When a failure occurs during the conference call, the applications are reestablished in the reconstructed or reestablished conference call. The application reconstruction includes reinitiating the applications with the same sequence as previously established before the failure. As such, the user has the same features applied in the same way before and after the failure, which improves the systems performance and expected operation.
    Type: Grant
    Filed: October 3, 2016
    Date of Patent: August 11, 2020
    Assignee: Avaya Inc.
    Inventors: Thorsten Ohrstrom Sandgren, Amit Mishra
  • Patent number: 10742800
    Abstract: Embodiments provide systems and methods for reconstructing a communication session upon a failure of a session manager by monitoring a communication session associated with a Universal Call IDentifier (UCID) and detecting a failure of the session manager. In some cases, A timer can be set in response to detecting the failure of the session manager. In response to the timer expiring before detecting the recovery of the session manager, the application server can end monitoring of the communication session. In response to detecting a subsequent recovery of the session manager, a re-invitation message associated with the communication session and including the UCID can be sent. Communications components of the contact center can receive and accept the re-invitation message, re-map a session initiated by the re-invitation message to the communication session based on the UCID from the re-invitation message, and reconstruct the communication session.
    Type: Grant
    Filed: September 27, 2019
    Date of Patent: August 11, 2020
    Assignee: Avaya Inc.
    Inventors: David Chavez, Keith Cowley
  • Patent number: 10741037
    Abstract: The methods and systems of the present disclosure can monitor, by a microprocessor of a first device, changes in pressure over time at the first device; detect, by the microprocessor, a first measurement in the pressure over time; and provide, by the microprocessor, a first alert based on the detection of the first measurement.
    Type: Grant
    Filed: May 16, 2018
    Date of Patent: August 11, 2020
    Assignee: Avaya Inc.
    Inventor: David Chavez
  • Patent number: 10742816
    Abstract: Information is gathered in real-time from one or more information sources monitored by a contact center. For example, information may be gathered from social media sites and routing hardware in the contact center. The gathered information is about a product and/or service managed by the contact center. The gathered information is analyzed in real-time to determine a potential impact on communications with the contact center. For instance, the gathered information is analyzed to determine how it impacts voice calls in the contact center. The communications with the contact center are routed based on a skill group. In response to determining that there is a potential impact on the communications with the contact center, the system dynamically creates a new skill group and/or modifies the skill group. New communications are then routed to an agent in the new skill group and/or in the modified skill group.
    Type: Grant
    Filed: April 10, 2018
    Date of Patent: August 11, 2020
    Assignee: Avaya Inc.
    Inventors: Edel Kelly, Patrick Crowley
  • Patent number: 10742652
    Abstract: A call request is received, from a mobile device, to establish a communication with a contact center. For example, the call request may be to establish a voice call with the contact center. In response to the call request, the mobile device sends authentication factors to a cloud authentication service that the user/mobile device has previously registered with. For example, the authentication factors may include usage factors of the mobile device, such as a call history of the user on the mobile device. If the authentication factors are validated, a token is generated. The token is sent to the contact center along with the call request. The token is validated at the contact center. At this point, the contact center knows that the user/mobile device are authentic. A call is then established between the user and the contact center.
    Type: Grant
    Filed: October 2, 2018
    Date of Patent: August 11, 2020
    Assignee: Avaya Inc.
    Inventors: Joel Ezell, David Chavez, Michael Krack
  • Patent number: 10735258
    Abstract: Complex systems, such as those comprising processing, data storage, and communication resources for processing a plurality of communication and data processing events and types of events, are often caught unaware of outside events or how to respond to such outside events. Providing a system that self-configures in response to external events enables such systems to be proactive in their operations to address increased activity and/or types of activity in response to an external event. The system then self-evaluates, which may identify overages or shortfalls, such that the system self-learns and response more appropriately over time.
    Type: Grant
    Filed: July 24, 2018
    Date of Patent: August 4, 2020
    Assignee: Avaya Inc.
    Inventors: Kezzia Porter, Edel Kelly, Paul Delaney, Danushka Migel Wasam
  • Patent number: 10735475
    Abstract: Embodiments of the disclosure are directed to a call reconstruction server. This server can act as a signaling anchor for various SIP UAs involved in the session and can be included in the signaling path between UAs. More specifically, the reconstruction server can insert an identifier such as a Uniform Resource Identifier (URI) into the headers of SIP signaling messages exchanged between UAs during initiation of a session such as a call or conference. These identifiers can be used to insert the reconstruction servers into the path of the session in a way that “bookends” the other servers and/or processes in the session between the UAs. When one of these servers and/or processes restarts, the reconstruction servers can initiate a reconstruction process that rebuilds the session without relying on specially adapted UAs.
    Type: Grant
    Filed: October 4, 2016
    Date of Patent: August 4, 2020
    Assignee: Avaya Inc.
    Inventors: Mohan Vinayak Phadnis, Sreekanth Subrahmanya Nemani, Satyam Lad
  • Patent number: 10735591
    Abstract: Contact centers strive to match the best resource, commonly an agent, with a customer for an interaction, such as telephone call, text exchange, or email exchange. Often the initial best match is not the best match upon a different agent being identified and/or new information being gathered. Therefore, it is often beneficial to take a call routed to an agent, who may or may not have answered the call, and reroute it to a different agent. If the agent has already answered the call, the benefits need to at least exceed the costs associated with the transfer. To avoid creating an unstable or unending re-assessment, if the cost-benefit for a particular routing (or rerouting) calls between agents has reached a Nash Equilibrium, the system is stable and, absent new information, re-evaluation unnecessary.
    Type: Grant
    Filed: March 7, 2019
    Date of Patent: August 4, 2020
    Assignee: Avaya Inc.
    Inventors: Valentine C. Matula, Rajagiri Ravi, Bharti Patwari Poorey
  • Patent number: 10725759
    Abstract: The embodiments herein are directed to collecting information from multiple sources about platform capabilities and evaluating the platform capabilities of at least a requesting computer system and a server. A portal can automatically and dynamically select a proper client/application to handle communication based on availability, connectivity and more characteristics and provide a communication recommendation when requesting a function. Logic in the portal allows the portal to determine how best to set up execution of the function. The portal logic can essentially evaluate all of the options available and then choose the best option.
    Type: Grant
    Filed: October 3, 2016
    Date of Patent: July 28, 2020
    Assignee: Avaya Inc.
    Inventors: Jason Tanabe, Udi Arie, Stephen McIntyre, Jing Xie
  • Patent number: 10728207
    Abstract: Examples disclosed herein provide methods and systems for selecting Internet Protocol addresses for Session Initiation Protocol (SIP) communications. In at least one implementation, a method of operating a communication network utilizing a session initiation protocol (SIP) is provided. The method performed within a second communication device includes receiving a SIP invite from a first communication device, and determining a source IP address for the second communication device, using an IP address for a third communication device as a destination address within a source address selection algorithm (SASA) function. The method further includes adding a Via header within the SIP invite to include the SASA determined source IP address for the second communication device, adding a Record-Route header within the SIP invite to include the SASA determined source IP address for the second communication device, and transferring the modified SIP invite to the third communication device.
    Type: Grant
    Filed: August 15, 2017
    Date of Patent: July 28, 2020
    Assignee: Avaya, Inc.
    Inventor: Dusan Mudric
  • Patent number: 10728359
    Abstract: An event selection system for computing user migration pattern across social network pages is provided. The event selection system includes a monitor module to monitor predetermined activities of social media users on preconfigured resources. The event selection system further includes a profile module to build a social media user profile based on the monitored activities of the social media users. The event selection system further includes a computing module to compute user migration patterns based on the social media user profiles. The event selection system further includes a display module to display the user migration patterns on a system user terminal. The event selection system further includes a reporting module configured to produce a report based on the monitored social media user activities.
    Type: Grant
    Filed: June 27, 2013
    Date of Patent: July 28, 2020
    Assignee: Avaya Inc.
    Inventors: Reinhard P. Klemm, Doree Duncan Seligmann