Patents Assigned to Avaya Inc.
  • Patent number: 10320971
    Abstract: A request to establish a communication is received. For example a request to establish a voice communication is received. The request can be forked to a plurality of communication devices based on an address of record. The address of record is an address associated with multiple communication devices of the same user. The request to establish the communication is stored in a call log entry in a call log. An event associated with the call log entry is received. The event is based information associated with a calling device or a communication device that is not initially part of an established communication session. In response to receiving the event associated with the call log entry, the call log entry in the call log is updated based on the event. The updated call log or the updated call log entry is the sent to the plurality of communication devices.
    Type: Grant
    Filed: December 15, 2015
    Date of Patent: June 11, 2019
    Assignee: Avaya Inc.
    Inventors: Basavraj Ghuli, Dinesh Mude, Gurpreet Khalsa, Tarush Abhaya Jain
  • Patent number: 10320737
    Abstract: A device and method temporally correlates communication types. The method performed by a first electronic device includes receiving a first message in a first communication format from a second electronic device, the first message having first metadata associated therewith. The method includes determining respective second metadata associated with existing conversations. The existing conversations each include a plurality of existing messages in at least one second communication format. The existing messages are a thread in a temporal order. The existing conversations are shown in a single, respective user interface. The method includes determining a correlation between the first message and one of the existing conversations based upon the first and second metadata. The method includes inserting the first message in the existing messages of the one of the existing conversations that maintains the temporal order.
    Type: Grant
    Filed: June 29, 2015
    Date of Patent: June 11, 2019
    Assignee: Avaya Inc.
    Inventors: Jon Silverman, Mehmet Balasaygun, Rajeshwari Edamadaka
  • Patent number: 10319376
    Abstract: A geo-spatial grammar comprises rules, syntax, and other means by which a data input is determined to have a meaning associated with a particular event. The event may then be provided to an application, such as a calendaring or messaging application. As a benefit, an input, such as a user speaking the phrase, “I'll be there in an hour,” may be interpreted, via the geo-spatial grammar, as an event (e.g., “I'll be in the office,” “I'll join you for dinner,” “I'll be home,” etc.). An application may then perform an action based upon the event (e.g., reschedule the meeting that starts in five minutes, present directions to the restaurant on the user's car's navigation system, notify the user's spouse, etc.).
    Type: Grant
    Filed: April 20, 2015
    Date of Patent: June 11, 2019
    Assignee: Avaya Inc.
    Inventors: George William Erhart, Valentine C. Matula, David Joseph Skiba
  • Patent number: 10320972
    Abstract: When a first SIP INVITE is received a Session Border Controller (SBC) to establish a communication session between communication devices, a second SIP INVITE message is also sent by the SBC to a media recorder without a media line or a media attribute set to inactive. The second SIP INVITE message without the media line or the media attribute set to inactive indicates that there is currently no media associated with the communication session to the media recorder. The SBC receives one of a SIP PUBLISH message or a SIP NOTIFY message that indicates whether to start or stop recording the voice or video communication session. The SBC sends or does not send a media stream of the communication session between the communication devices based on whether the SIP PUBLISH or the SIP NOTIFY indicates whether to start or stop recording the voice or video communication session.
    Type: Grant
    Filed: July 23, 2015
    Date of Patent: June 11, 2019
    Assignee: Avaya Inc.
    Inventors: Joel M. Ezell, Manish Chatterjee, Ananda Hp, Sumit Bijwe
  • Patent number: 10321096
    Abstract: A video- and/or audio-enabled communication system includes a processor, coupled with a camera, the camera acquiring an image of an object of interest during a video communication session involving multiple participants and a computer readable medium comprising instructions that cause the processor to perform automatically an action in response to and related to a sensed context during the video communication session. The action can be one or more of retrieve or provide content of interest to one or more of the participants, join a third party to the video communication session, recommend that a further action be performed by the processor, and schedule an activity involving one or more of the participants.
    Type: Grant
    Filed: October 5, 2016
    Date of Patent: June 11, 2019
    Assignee: Avaya Inc.
    Inventors: Erez Morabia, Gilad Levi, Shlomi Hofman, Mark Apel, Tamar Barzuza
  • Patent number: 10313526
    Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.
    Type: Grant
    Filed: March 22, 2018
    Date of Patent: June 4, 2019
    Assignee: Avaya Inc.
    Inventors: Robert C. Steiner, Wen-Hua Ju
  • Patent number: 10306069
    Abstract: A method for reducing backlog at a call center comprises receiving a request for an agent of a contact center from a device associated with a contact and determining a context for the request. Based on the context, the request may be published while restricting agents from servicing the request, and the duration of time that the request is published is monitored. If an interrupt that indicates that an opt-in user would like to handle the published request is received, then a device associated with the opt-in user is communicably coupled to the device associated with the contact. However, after the request is published for a publish time and an interrupt from a device associated with an opt-in user is not received the request is removed from being published and agents of the contact center are allowed to service the request.
    Type: Grant
    Filed: April 13, 2018
    Date of Patent: May 28, 2019
    Assignee: Avaya Inc.
    Inventors: Gráinne Farrell, Adrian Ryan, Conor Tannian, Will Meaney
  • Patent number: 10298652
    Abstract: In order to provide compatibility between WebRTC communication endpoints and legacy communication endpoints that use BFCP, a web media gateways is used to establish a conference call between the communication endpoints that use WebRTC and the legacy communication endpoints that use BFCP. A floor command is received to control the floor of the conference call from a first communication endpoint. The floor command is translated from WebRTC into BFCP or from BFCP to WebRTC. The floor command is sent to the second communication endpoint. This allows a conference call where communication endpoints support both WebRTC and BFCP.
    Type: Grant
    Filed: December 4, 2014
    Date of Patent: May 21, 2019
    Assignee: Avaya Inc.
    Inventors: Jaydeep Deepak Bhalerao, Biswajyoti Pal, Manish Chatterjee
  • Patent number: 10298765
    Abstract: A call managing computer system for managing at least one communication session in an enterprise is disclosed. The call managing computer system includes a monitoring module for monitoring context of the at least one communication session. The system further includes a strategy generation module for generating the at least one strategy based on the monitored context of the at least one communication session and one or more performance indicators. The system further includes a validation module for validating the at least one generated strategy. The system further includes an agent selection module for executing the at least one validated strategy to select at least one agent for the at least one communication session.
    Type: Grant
    Filed: October 17, 2014
    Date of Patent: May 21, 2019
    Assignee: Avaya Inc.
    Inventors: Dawid Nowak, Tony McCormack
  • Patent number: 10289728
    Abstract: A mechanism is disclosed that enables garbage collection of object instances that have persistent data and a mutable key. A mutable key capability is advantageous in a variety of applications, such as monitoring a set of users and their login status on a plurality of media servers (e.g., an email server, an instant messaging server, a voice mail server, a video server, an audio-conferencing server, etc.). Implementations based on the Enterprise JavaBean specification are disclosed for three illustrative embodiments of the present invention. The illustrative embodiments of the present invention can also be implemented in accordance with object persistence mechanisms other than Enterprise JavaBeans.
    Type: Grant
    Filed: May 15, 2006
    Date of Patent: May 14, 2019
    Assignee: Avaya Inc.
    Inventor: Reinhard Peter Klemm
  • Patent number: 10282456
    Abstract: A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to store, for one or more contact center objects, contact center information; and a microprocessor executable report generator, The report generator, when executed, receives, from a user, a selected contact center object, retrieves, from the computer readable medium, a set of data elements associated with the selected contact center object, the set of data elements defining a first space having a first dimension, projects the set of data elements onto a subspace of the first space to form a transformed set of data elements, the subspace having a second dimension less than the first dimension, and provides, for display to a user, the transformed set of data elements.
    Type: Grant
    Filed: October 1, 2015
    Date of Patent: May 7, 2019
    Assignee: Avaya Inc.
    Inventors: Douglas S. Brown, Marc A. Geist, Sheila Higgins, Michael R. Levacic, Hongguang Li, Dwayne W. Ockel, Gregory P. Schin, Stuart M. Shepherd, Lynn R. Smith, Stan W. Wilkison
  • Patent number: 10282213
    Abstract: A configuration-file generation system for generating a configuration-file to configure an application for an enterprise is provided. The configuration-file generation system includes an IVR module for enabling a user to verbally interact with the configuration-file generation system. The configuration-file generation system further includes an analyzing module for analyzing and querying any information missed by the user. The configuration-file generation system further includes a suggestion module for searching and suggesting possible options corresponding to the missing information with the help of semantic web technology and with an experience database. The configuration-file generation system further includes a configuration-file generation module for generating a configuration-file based on available information received from the user. The configuration-file may then be passed to an application configuration module for configuring the application as required.
    Type: Grant
    Filed: June 3, 2013
    Date of Patent: May 7, 2019
    Assignee: Avaya Inc.
    Inventors: Neil O'Connor, Tony McCormack, Paul D'Arcy
  • Patent number: 10270914
    Abstract: System and method to calculate expected waiting time of a caller to a calling center, the method including: monitoring, by a monitor circuit, a content of a present communication session; estimating a point of progress of the monitored communication session; comparing the point of progress to a historical statistic; calculating, by a processor, a projection of a duration of a remainder of the present communication session; and providing, by a communication circuit, an expected waiting time (EWT) based upon the projection of the duration of the remainder of the present communication session. Embodiments may include a speech search process to record call progress. The speech search process may inform, diagnose or monitor a call. The speech search process may inform a supervisor of progress, to take action if necessary. The speech search process may dynamically trigger other processes and construct profiles based upon historical data.
    Type: Grant
    Filed: June 12, 2014
    Date of Patent: April 23, 2019
    Assignee: Avaya Inc.
    Inventors: Shmuel Shaffer, Seamus Hayes, Paul D'Arcy
  • Patent number: 10270622
    Abstract: Embodiments herein include systems and methods for providing a mechanism to enable smooth, seamless, and reliable connectivity for wireless devices in a unified network. The system supports roaming of mobile units across mobility switches. A given mobile unit can retain its IP address in both intra-subnet and inter-subnet roaming scenarios. The given mobile unit also retains its membership to a mobility VLAN to which it had been assigned, even during roaming scenarios. Embodiments include a framework for wireless switches to advertise VLANs they support to peer wireless switches in the mobility domain, and to advertise their capability to act as VLAN servers for those VLANs. Embodiments support VLAN membership management capabilities that allow access points and peer wireless switches to request wireless switches to add VLANs to the tunnels they share.
    Type: Grant
    Filed: May 7, 2010
    Date of Patent: April 23, 2019
    Assignee: Avaya Inc.
    Inventors: Vivek L. Atreya, Shashi H. Ankaiah, Seemant Choudhary, Kumar Das Karunakaran, Udaya N. Shankar
  • Patent number: 10270903
    Abstract: To handle a failover condition, a media server receives a request, from a first application server, to stream a first media message in a media channel of a communication session. The first media message is streamed in the media channel of the communication session by the media server. Once the first media message has ended, a status message can be sent to the first application server to determine if the first application server has failed. If a response to the status message is not received (i.e., because the first application server has failed), the media server can stream a second media message during a period where a second application server is failing over for the first application server. If a response to the status message is received, the second media message is not streamed.
    Type: Grant
    Filed: December 14, 2015
    Date of Patent: April 23, 2019
    Assignee: Avaya Inc.
    Inventor: Joel Ezell
  • Patent number: 10270737
    Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for extending the lifetime of a network address when an address system is unavailable. In a particular embodiment, a method provides, upon determining that a first network address for a network element has reached a preferred lifetime for the first network address, transitioning the network element to an extended rebind state that allows the first network address to remain in the preferred state. While the network element is in the extended rebind state, the method provides attempting to contact an address system and determining whether a second network element is assigned the first network address. The method further provides maintaining the first network address in the preferred state and the network element in the extended rebind state until contact is made with the address system or the second network element is determined to be assigned the first network address.
    Type: Grant
    Filed: March 25, 2016
    Date of Patent: April 23, 2019
    Assignee: Avaya Inc.
    Inventor: Dusan Mudric
  • Patent number: 10261997
    Abstract: Methods and systems are provided such that users, servers, and applications may utilize an extensible data filtering model where data is organized into a tree with filtering available at any node level. Accordingly, the node filtering and propagation method and system allows for the efficient management and automatic replication of common information for multiple applications at all data levels.
    Type: Grant
    Filed: March 13, 2013
    Date of Patent: April 16, 2019
    Assignee: Avaya Inc.
    Inventors: Robert Braudes, Gordon R. Brunson, Kenneth O. Michie
  • Patent number: 10263886
    Abstract: Methods, systems and computer readable media for mobile endpoint network interface selection using merged policies.
    Type: Grant
    Filed: February 23, 2016
    Date of Patent: April 16, 2019
    Assignee: Avaya Inc.
    Inventors: Parameshwaran Krishnan, Prithviraj P. Patil, Navjot Singh
  • Patent number: 10263952
    Abstract: Providing origin insight via Session Traversal Utilities for Network Address Translation (STUN) messages for web applications, and related methods, systems, and computer-readable media are disclosed herein. In one embodiment, a method for providing origin insight for web applications via STUN messages comprises determining an origin identifier for a web application attempting to send a STUN message to a STUN server; generating the STUN message incorporating the origin identifier for the web application; and transmitting the STUN message to the STUN server. In another embodiment, a method for providing STUN services to web applications comprises receiving a STUN message from a web client, and extracting an origin identifier for a web application. Provision of a STUN service to the web application is determined based on the origin identifier. If the STUN service should not be provided, the STUN message is rejected or disregarded; otherwise the STUN message is processed.
    Type: Grant
    Filed: October 31, 2013
    Date of Patent: April 16, 2019
    Assignee: Avaya Inc.
    Inventors: John H. Yoakum, Kundan Singh, Alan B. Johnston
  • Patent number: 10257581
    Abstract: A contact center, communication system, and method are disclosed. An illustrative contact center is disclosed as enabling customer interactions via a television. As the customer interacts with the contact center, context information regarding an environment surrounding the television can be obtained by the contact center and further used to enhance the customer's interaction with the contact center, for example, by establishing additional communication channels with the customer.
    Type: Grant
    Filed: February 2, 2016
    Date of Patent: April 9, 2019
    Assignee: Avaya Inc.
    Inventors: Joann J. Ordille, David Skiba