Patents Assigned to Avaya Inc.
  • Method to augment routing delivery systems with intuitive human knowledge, expertise, and iterative artificial intelligence and machine learning in contact center environments
    Patent number: 10999440
    Abstract: Dynamically routing and re-evaluating a work item based on actions taken on the work item (e.g., adding context information). The augmented routing system categories a work item into one or more dynamic work categories and identifies active knowledge workers and/or knowledge articles based on the work categories. The work item is displayed in a dynamic knowledge worker view, which allows the knowledge worker to take action on the work item. The actions a knowledge worker may take are based on permissions of the knowledge worker, one of the actions that a knowledge worker may take on a work item is to add context information to the work item. After an action is taken on a work item, the system re-evaluates the work item, which may result in the work item being added/removed from one or more work categories; and added/removed from one or more dynamic customized knowledge worker views.
    Type: Grant
    Filed: January 2, 2020
    Date of Patent: May 4, 2021
    Assignee: Avaya Inc.
    Inventors: Kevin Archer, Dwayne W. Ockel, Rusty G. Nelson, Roger I. Krimstock, Gregory P. Schin
  • Background replacement from video images captured by a plenoptic camera
    Patent number: 10999499
    Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for replacing a video background in real-time. The video comprises a plurality of image frames. In a particular embodiment, a method provides generating a range image from a subject image frame of the plurality of image frames. The range image indicates pixel distances from a plenoptic camera that captured the plurality of image frames. The method further provides identifying background pixels that represent a background portion of the subject image frame based on the range image and replacing the background pixels with replacement background pixels in the subject image frame.
    Type: Grant
    Filed: October 23, 2015
    Date of Patent: May 4, 2021
    Assignee: Avaya, Inc.
    Inventors: John F. Buford, Mehmet C. Balasaygun
  • System and method for communicating tags for a media event using multiple media types
    Patent number: 10984346
    Abstract: Disclosed are systems, methods, and non-transitory computer-readable storage media for exchanging and processing tag information between users with different types of communications devices. In operation, tag information is received processed to provide an alternative tag communication to selected participants in the media event. That is, at least a portion of the tags of a media event are used to create an alternate tag communication that can be delivered to participants, together with or separate from the conventional or default tag communication associated with the media event. The alternate tag communications can be used to allow participation of users associated with communications devices incompatible with the media format of default tag communication. Further, the alternate tag information can also be used as a secondary means of communications during a media event.
    Type: Grant
    Filed: July 30, 2010
    Date of Patent: April 20, 2021
    Assignee: Avaya Inc.
    Inventors: Ajita John, Shreeharsh Kelkar, Doree Duncan Seligmann
  • Unifying presence data and communication routing based thereon
    Patent number: 10986201
    Abstract: Maintaining accurate out-of-office notifications can be resource intensive and error-prone. This is compounded by duplicating efforts, such as between a telephony system and an email system. By automatically creating and presenting a personal interactive voice response (IVR) or dual-tone multi-frequency (DTMF) signaling in response to menu option, generated from an email system, a telephony system may automatically be updated to provide options for a caller to select delegates for a particular user. The delegates may further be identified by subject matter or other categorization. As a result, a user may maintain one system and, as a result, enable a second system to automatically present and process delegate selection without additional human input.
    Type: Grant
    Filed: August 16, 2019
    Date of Patent: April 20, 2021
    Assignee: Avaya Inc.
    Inventors: Chirag Bharatkumar Patel, Vishal Kamboj
  • Segmented video codec for high resolution and high frame rate video
    Patent number: 10986155
    Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for a segmented video codec for high resolution and high frame rate video. In a particular embodiment, a method of encoding a composite video stream provides identifying a first portion of an image of a video stream for encoding using first parameters and a second portion of the image of the video stream for encoding using second parameters. The method further provides segmenting the first portion of the image into one or more first tiles and the second portion of the image into one or more second tiles. The method further provides encoding the first tiles using the first parameters and the second tiles using the second parameters and, after the encoding, combining the first tiles and the second tiles into the composite video stream.
    Type: Grant
    Filed: September 29, 2014
    Date of Patent: April 20, 2021
    Assignee: Avaya Inc.
    Inventors: Ori Modai, Gal Eliraz-Levonai
  • System and method for visualization of tag metadata associated with a media event
    Patent number: 10970357
    Abstract: A system and method are provided for summarizing multiple aspects of tags associated with media events. In the system and method, tag metadata for tags generated at one or more user interfaces associated with at least one media event is obtained. Thereafter, tags are organized into a hierarchy of tags based on the metadata and a metadata sorting criteria. Additionally, tag significance data for tags is computed based on the metadata and the hierarchy. A visual representation of the tags can then be generated, where indicia for the tags is spatially arranged to visually depict the hierarchy of the tags are selected to visually depict at least a relative significance among sibling tags in the hierarchy.
    Type: Grant
    Filed: July 30, 2010
    Date of Patent: April 6, 2021
    Assignee: Avaya Inc.
    Inventors: Ajita John, Shreeharsh Kelkar, Doree Duncan Seligmann
  • Reestablishment of session initiation protocol (SIP) dialogs
    Patent number: 10972514
    Abstract: A communication session is established between a first communication device and a second communication device. The communication session comprises a first dialog between an application server and the first communication device. The first communication device uses a first network address in the first dialog. In response to an event, such as a first network interface failing, a SIP INVITE with replaces header message is received by the application server with a second address of the first communication device. In response to receiving the SIP INVITE with replaces header message from the first communication device with a second address of the first communication device, the first dialog between the application server and the first device is reestablished using the second network address.
    Type: Grant
    Filed: October 14, 2015
    Date of Patent: April 6, 2021
    Assignee: Avaya Inc.
    Inventors: Sanjog Kotnis, Sreekanth Subrahmanya Nemani, Mohan Vinayak Phadnis, Anand Krishna Padhye, Joel Ezell, Eric Cooper, Harsh V. Mendiratta, Tibor Lukac, Stephen Andrew Baker
  • System and method for identifying idle resources in communication endpoints
    Patent number: 10972512
    Abstract: A request to establish a communication session between a first communication endpoint to a second communication endpoint is received. A determination is made that the request to establish the communication session requires an application to be inserted into the communication session between the first communication endpoint and the second communication endpoint. For example, the application may be a call recording application. A first processing resource in a first idle communication endpoint is selected based on an idleness factor of the first processing resource. The application is sent to the first idle communication endpoint. The application in the first idle communication endpoint is then inserted into the communication session between the first communication endpoint and the second communication endpoint.
    Type: Grant
    Filed: July 19, 2018
    Date of Patent: April 6, 2021
    Assignee: Avaya Inc.
    Inventors: Vivek Joshi, Abhishek Gupta, Dhananjay Shende
  • System and method to authenticate contact center agents by a reverse authentication procedure
    Patent number: 10951759
    Abstract: An authentication system to validate the authenticity of call center agents by using a reverse authentication procedure. The authentication system includes a verification module that verifies the authenticity of agents calling from the call center. The verification module retrieves reference answers in response to the user-provided query questions from a media server. The media server may be located inside the enterprise network. These reference questions and their corresponding reference answers are provided by users when registering with the enterprise network.
    Type: Grant
    Filed: May 14, 2019
    Date of Patent: March 16, 2021
    Assignee: Avaya Inc.
    Inventors: Parag Mulay, Satyam Lad, Sambhaji Gayake
  • Source-based automatic speech recognition
    Patent number: 10950239
    Abstract: Recognizing a user's speech is a computationally demanding task. If a user calls a destination server, little may be known about the user or the user's speech profile. The user's source system (device and/or server) may have an extensive profile of the user. As provided herein, a source device may provide translated text and/or speech attributes to a destination server. As a benefit, the recognition algorithm may be well tuned to the user and provide the recognized content to the destination. Additionally, the destination may provide domain attributes to allow the source recognition engine to better recognize the spoken content.
    Type: Grant
    Filed: October 22, 2015
    Date of Patent: March 16, 2021
    Assignee: Avaya Inc.
    Inventors: Lin Lin, Ping Lin
  • System and method for managing communication interrupts in an enterprise
    Patent number: 10951760
    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.
    Type: Grant
    Filed: June 5, 2019
    Date of Patent: March 16, 2021
    Assignee: Avaya Inc.
    Inventors: Thomas J. Moran, Ronan Fox, Neil O'Connor, Paul D'Arcy, Liam Loftus
  • Regulating communication comprising access to protected data
    Patent number: 10951398
    Abstract: Executable code, placed into a plurality of computing resources forming a distributed ledger, (e.g., “smart contracts”) are provided to enable communicating between parties without requiring trust or an intermediary, such as a broker or escrow service. Data may be deposited in a secure data storage for access by a party who satisfies the condition of the smart contract. A resource holding the deposited data then activates a link upon receiving an access token, as produced as a result of satisfying the smart contract. The distributed ledger is then updated to enable other parties to see a description of the data and the terms.
    Type: Grant
    Filed: May 3, 2018
    Date of Patent: March 16, 2021
    Assignee: Avaya Inc.
    Inventor: Neil O'Connor
  • Contact center interfaces
    Patent number: 10944868
    Abstract: A contact center interface is provided by co-operation between a search engine and a contact center. A search query entered by a user into the search engine is passed to the contact center and the contact center determines from the search terms an appropriate skillset to deal with that user query, returning to the search engine a link enabling the user to initiate a direct communications session to a live agent or queue having that skillset expertise, thereby bypassing interactive voice response sessions which are normally required to ascertain the nature of a query. By providing multiple search options to the user, the user is empowered to select the best skillset, and the accuracy of future searches can be improved.
    Type: Grant
    Filed: July 10, 2009
    Date of Patent: March 9, 2021
    Assignee: Avaya Inc.
    Inventors: Paul D'Arcy, Seamus Hayes
  • Supporting intermediate back to back user agents between user agents and a conference focus
    Patent number: 10944832
    Abstract: A communication system, method, and components are described. Specifically, a communication system having one or more Back-to-Back User Agents (B2BUAs) therein is described. The communication system also includes an RFC 4579 conference focus. Mechanisms are described which enable User Agents (UAs) to subscribe to conference state events and create ad-hoc conferences even though the conference focus is operating in a B2BUA environment.
    Type: Grant
    Filed: August 6, 2018
    Date of Patent: March 9, 2021
    Assignee: Avaya Inc.
    Inventors: Joel Ezell, Frank Boyle
  • Inter domain instant messaging bridge
    Patent number: 10938914
    Abstract: A request to establish an IM session is received. For example, a Session Initiation Protocol (SIP) INVITE message is received. The request is to an Address of Record (AoR) that has two or more associated communication endpoints on different IM systems. The request is forked to the two or more communication endpoints. An IM communication server, acting on behalf of a first communication endpoint, receives one of the forked requests. The forked request is automatically answered. For example, the IM communication server can automatically send a SIP 200 OK message. The answer causes the second forked request to be automatically canceled. The IM communication server sends a second request to the second communication endpoint to add the second communication endpoint to the IM session. This allows each communication endpoints to display a single instance of an AoR on the IM session.
    Type: Grant
    Filed: January 18, 2016
    Date of Patent: March 2, 2021
    Assignee: Avaya Inc.
    Inventors: Stephen M. Milton, Timothy I. Ross
  • Automatic on hold communication session state management in a contact center
    Patent number: 10938867
    Abstract: A real-time communication session is monitored to determine if the real-time communication session has been placed on hold. For example, a contact center agent may place a real-time video communication session with a customer on hold. In response to determining that the real-time communication session has been placed on hold: a maximum hold time is determined for the real-time communication session and the real-time communication session is monitored to determine if the maximum hold time has expired while the real-time communication is placed on hold. In response to determining that maximum hold time has expired while the real-time communication session is placed on hold, the real-time communication session is automatically taken off hold.
    Type: Grant
    Filed: December 3, 2018
    Date of Patent: March 2, 2021
    Assignee: Avaya Inc.
    Inventors: Pushkar Yashavant Deole, Sandesh Chopdekar
  • Exported digital relationships
    Patent number: 10929557
    Abstract: The present disclosure provides a communication system and method, among other things. As a non-limiting example, the method includes enabling access to entries of personal digital data for a plurality of users; enabling at least some of the personal digital data for the plurality of users to be retrieved by a query that contains an identification of a first user and authentication information associated with the first user; receiving a group identifier that is stored with reference to personal digital data of the first user; and distributing relationship digital data that describes a relationship between the first user and the second user based on the existence of the group identifier.
    Type: Grant
    Filed: July 6, 2018
    Date of Patent: February 23, 2021
    Assignee: Avaya Inc.
    Inventor: David Chavez
  • IP tolerance and signaling interworking
    Patent number: 10931720
    Abstract: In an attempt to establish a communication session between a first communication entity and a second communication entity, a first message is received. For example, the first message may be a SIP INVITE message. A determination is made, based on a registration message from the first communication entity and/or the second communication entity, that at least one of the first communication entity or the second communication entity is Internet Protocol (IP) version intolerant. In response to determining that the at least one of the first communication entity or the second communication entity is IP version intolerant, one or more IP addresses are adapted in messages (e.g., the SIP INVITE message) for establishing the communication session. The adaption changes/removes the one or more IP addresses to a different IP version to ensure proper IP compatibility.
    Type: Grant
    Filed: June 8, 2017
    Date of Patent: February 23, 2021
    Assignee: Avaya Inc.
    Inventors: Tibor Lukac, Harsh V. Mendiratta
  • Early media handling
    Patent number: 10931719
    Abstract: A communication device sends a Session Initiation Protocol (SIP) INVITE message to establish a call. In response, the call is forked. For example, in parallel forking, the SIP INVITE may be sent to two different communication devices. The forking causes each communication device to send at least one provisional response message. In this case, first and second SIP provisional response messages are received that include Session Description Protocol (SDP) information for a media stream. A first media stream associated with one of the first or second SIP provisional response messages is received and played. A second media stream associated with the other one of the first or second SIP provisional response messages is received within a first time period. In response to receiving the second media stream within the first time period, the first media stream is discarded and the second media stream is played.
    Type: Grant
    Filed: April 20, 2015
    Date of Patent: February 23, 2021
    Assignee: Avaya Inc.
    Inventors: Mehmet C. Balasaygun, Gordon R. Brunson, Joel M. Ezell, Eric D. Cooper, Rifaat Shekh-Yusef
  • System and method for sending and receiving non-visual messages in an electronic audio communication session
    Patent number: 10924894
    Abstract: An automated non-visual user message is sent to a first communication endpoint during an audio communication session. The audio communication session is between a first user of the first communication endpoint and a second user of a second communication endpoint. For example, the automated non-visual message may be made using an audible whisper mode or using a vibrator. A response to the automated non-visual user message is received. The response to the automated non-visual user message is based on at least one of: an accelerometer event in the first communication device and a spoken word or phrase that is said by the first user of the first communication endpoint during the audio communication session with a second user of the second communication endpoint.
    Type: Grant
    Filed: September 20, 2018
    Date of Patent: February 16, 2021
    Assignee: Avaya Inc.
    Inventor: Luciano Godoy Fagundes