Patents by Inventor Luciano Godoy Fagundes
Luciano Godoy Fagundes has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Patent number: 11502862Abstract: According to one embodiment, facilitating communications through a communication device can comprise monitoring, by the communication device, one or more environmental sensors of the communication device including at least one sensor collecting biometric information. A presence of one or more people can be detected by the communication device based on the monitoring or the one or more environmental sensors and the detected one or more people can be identified by the communication device based at least in part on input from the one or more environmental sensors. One or more possible actions related to communications through the communication device can be determined by the communication device based on the identified one or more people. A user interface including a prompt for at least one of the determined one or more possible actions related to communications through the communication device can then be provided.Type: GrantFiled: September 5, 2018Date of Patent: November 15, 2022Assignee: Avaya Inc.Inventor: Luciano Godoy Fagundes
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Patent number: 11281439Abstract: Data is received from one or more sensors in a first communication endpoint. The received data is related to a communication session between the first communication endpoint and at least a second communication endpoint. For example the communication session may be a voice call between the first communication endpoint and the second communication endpoint. An action, a user, and a resource are identified based on the received data. A display is generated on the first communication endpoint that presents at least one of a simplified user interface command and a simplified user interface command builder. The simplified user interface command and the simplified user interface command builder are generated based on the identified user, action, and resource.Type: GrantFiled: July 25, 2018Date of Patent: March 22, 2022Assignee: Avaya Inc.Inventor: Luciano Godoy Fagundes
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Patent number: 10924894Abstract: 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: GrantFiled: September 20, 2018Date of Patent: February 16, 2021Assignee: Avaya Inc.Inventor: Luciano Godoy Fagundes
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Publication number: 20200100072Abstract: 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: ApplicationFiled: September 20, 2018Publication date: March 26, 2020Inventor: Luciano Godoy Fagundes
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Publication number: 20200076635Abstract: According to one embodiment, facilitating communications through a communication device can comprise monitoring, by the communication device, one or more environmental sensors of the communication device including at least one sensor collecting biometric information. A presence of one or more people can be detected by the communication device based on the monitoring or the one or more environmental sensors and the detected one or more people can be identified by the communication device based at least in part on input from the one or more environmental sensors. One or more possible actions related to communications through the communication device can be determined by the communication device based on the identified one or more people. A user interface including a prompt for at least one of the determined one or more possible actions related to communications through the communication device can then be provided.Type: ApplicationFiled: September 5, 2018Publication date: March 5, 2020Inventor: Luciano Godoy Fagundes
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Publication number: 20200034123Abstract: Data is received from one or more sensors in a first communication endpoint. The received data is related to a communication session between the first communication endpoint and at least a second communication endpoint. For example the communication session may be a voice call between the first communication endpoint and the second communication endpoint. An action, a user, and a resource are identified based on the received data. A display is generated on the first communication endpoint that presents at least one of a simplified user interface command and a simplified user interface command builder. The simplified user interface command and the simplified user interface command builder are generated based on the identified user, action, and resource.Type: ApplicationFiled: July 25, 2018Publication date: January 30, 2020Inventor: Luciano Godoy Fagundes
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Patent number: 10455055Abstract: A common vendor application that can be called from multiple vendor applications is loaded onto a communication device. When the common vendor application is called from an application provided by a vendor, the common vendor application sends a request to access vendor configuration information to a common vendor server. The request includes a vendor identifier that uniquely identifies the vendor. In response to receiving the request to access the vendor configuration information, the common vendor server identifies vendor configuration information for the vendor. The vendor configuration information is sent the common vendor application on the communication device. The common vendor application uses the vendor configuration information to customize the common vendor application specific to the vendor. This allows multiple vendors to use the same common vendor application, but to have a common look-and-feel. It also reduces the number of applications necessary to support multiple vendors.Type: GrantFiled: June 23, 2015Date of Patent: October 22, 2019Assignee: Avaya Inc.Inventor: Luciano Godoy Fagundes
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Publication number: 20160294980Abstract: A common vendor application that can be called from multiple vendor applications is loaded onto a communication device. When the common vendor application is called from an application provided by a vendor, the common vendor application sends a request to access vendor configuration information to a common vendor server. The request includes a vendor identifier that uniquely identifies the vendor. In response to receiving the request to access the vendor configuration information, the common vendor server identifies vendor configuration information for the vendor. The vendor configuration information is sent the common vendor application on the communication device. The common vendor application uses the vendor configuration information to customize the common vendor application specific to the vendor. This allows multiple vendors to use the same common vendor application, but to have a common look-and-feel. It also reduces the number of applications necessary to support multiple vendors.Type: ApplicationFiled: June 23, 2015Publication date: October 6, 2016Inventor: Luciano Godoy Fagundes
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Patent number: 9451087Abstract: Systems and methods for routing and/or servicing contacts using video analysis of one or more video streams are provided. The systems and methods are particularly applicable to a contact center.Type: GrantFiled: April 16, 2012Date of Patent: September 20, 2016Assignee: Avaya Inc.Inventors: Luciano Godoy Fagundes, Thomas Moran, Dhaval Desai, Joylee Kohler, Paul Roller Michaelis
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Patent number: 8913736Abstract: A method for assigning a contact to undifferentiated agents is provided, comprising: describing substantially each undifferentiated agent using at least one agent attribute to produce a set of agent attribute values; describing a contact using at least one contact attribute to produce a set of contact attribute values; relating the sets of agent and contact attribute values to produce at least one preferred agent; determining an expected wait time for substantially each of the at least one preferred agent to produce a set of expected wait times; determining a wait tolerance for the contact; if the expected wait time for at least one preferred agent is less than the wait tolerance, then assign the contact to the at least one preferred agent; and if the expected wait time for the at least one preferred agent is greater than the wait tolerance, then assign the contact to an undifferentiated agent.Type: GrantFiled: August 5, 2011Date of Patent: December 16, 2014Assignee: Avaya Inc.Inventors: Joylee E. Kohler, Dhaval Desai, Luciano Godoy Fagundes, Mohammad Khan, Tommy Moran, Veeranna Angadageri Yamanappa
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Patent number: 8831206Abstract: A contact center is provided that includes a plurality of agents for servicing incoming contacts and an evolutionary routing mechanism that is capable of dynamically testing and analyzing the performance/skills of each agent. As the evolutionary routing mechanism detects that the skills of the agent have sufficiently changed, the evolutionary routing mechanism may cause the skills of that agent to be updated, thereby altering the routing algorithm.Type: GrantFiled: May 12, 2008Date of Patent: September 9, 2014Assignee: Avaya Inc.Inventor: Luciano Godoy Fagundes
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Patent number: 8811598Abstract: When a customer communicates with a contact center, a history of the communication is stored. The communication from the customer can be in various media, such as a voice call, a video call, an email, an Instant Message (IM), a text message, and/or a blog posting. The history includes a context such as a reason for the communication and a time of the communication. The history of the communication is used to determine a pattern of the communication based on the context. Using the pattern, a time that the customer will communicate with the contact center is predicted. An agent associated with the customer is scheduled to be available at the predicted time. The predicted time can also be based on future events such as a product release or an event such as a political event, a sports event, and/or a convention.Type: GrantFiled: February 2, 2012Date of Patent: August 19, 2014Assignee: Avaya Inc.Inventor: Luciano Godoy Fagundes
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Patent number: 8774393Abstract: In a contact center, agents are assigned to support customers using various media, such as audio, video, and/or text communications. The various media types have a related application. The mediums that an agent can support are determined. In addition, an agent has devices that are available for use by the agent. For example, the agent may have a cellular telephone and a tablet device available for use. The related application(s) are associated with the devices available for use by the agent based on a capability of at least one device. This is done in relation to the medium(s) supported by the agent. For example, an audio application can be associated with a cellular telephone and a text application can be associated with a tablet device. As the devices or mediums supported by the agent changes, the system can re-associate the related application(s) based on the new configuration.Type: GrantFiled: February 16, 2012Date of Patent: July 8, 2014Assignee: Avaya Inc.Inventor: Luciano Godoy Fagundes
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Patent number: 8699698Abstract: Communication requests (i.e., voice, video, text) are received at a contact center. The communication requests are presented to a contact center agent. The agent selects one of the communication requests. In response to the agent selecting the communication request, a communication is established between the agent and an initiator of the communication request. The communication requests can also be presented to multiple agents to allow each agent to select a specific communication to handle. Alternatively, in an out-bound call center, communication requests are generated in the call center. The communication requests are presented to the agent and the agent selects one of the communication requests. In response to the agent selecting the communication request, a communication is initiated to an address of the communication request. The out-bound communication requests can also be presented to multiple agents to allow each agent to select a specific communication to handle.Type: GrantFiled: February 29, 2012Date of Patent: April 15, 2014Assignee: Avaya Inc.Inventor: Luciano Godoy Fagundes
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Publication number: 20130272565Abstract: Systems and methods for routing and/or servicing contacts using video analysis of one or more video streams are provided. The systems and methods are particularly applicable to a contact center.Type: ApplicationFiled: April 16, 2012Publication date: October 17, 2013Applicant: AVAYA INC.Inventors: Luciano Godoy Fagundes, Thomas Moran, Dhaval Desai, Joylee Kohler, Paul Roller Michaelis
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Publication number: 20130254233Abstract: System and method to provide a self-organizing, context aware address book, the method including: receiving sensor data about a status of a user; receiving external data about a status of predetermined contacts of the user; data mining the external data based upon the sensor data and entries within the address book; calculating a respective likelihood value to at least a portion of the entries within the address book; determining a prominence for the portion of entries within the address book; and displaying the portion of entries within the address book with the prominence.Type: ApplicationFiled: March 20, 2012Publication date: September 26, 2013Applicant: Avaya Inc.Inventors: Luciano Godoy Fagundes, Thomas J. Moran, Dhaval Desai, Joylee E. Kohler
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Publication number: 20130223609Abstract: Communication requests (i.e., voice, video, text) are received at a contact center. The communication requests are presented to a contact center agent. The agent selects one of the communication requests. In response to the agent selecting the communication request, a communication is established between the agent and an initiator of the communication request. The communication requests can also be presented to multiple agents to allow each agent to select a specific communication to handle. Alternatively, in an out-bound call center, communication requests are generated in the call center. The communication requests are presented to the agent and the agent selects one of the communication requests. In response to the agent selecting the communication request, a communication is initiated to an address of the communication request. The out-bound communication requests can also be presented to multiple agents to allow each agent to select a specific communication to handle.Type: ApplicationFiled: February 29, 2012Publication date: August 29, 2013Applicant: AVAYA INC.Inventor: Luciano Godoy Fagundes
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Publication number: 20130216038Abstract: In a contact center, agents are assigned to support customers using various media, such as audio, video, and/or text communications. The various media types have a related application. The mediums that an agent can support are determined. In addition, an agent has devices that are available for use by the agent. For example, the agent may have a cellular telephone and a tablet device available for use. The related application(s) are associated with the devices available for use by the agent based on a capability of at least one device. This is done in relation to the medium(s) supported by the agent. For example, an audio application can be associated with a cellular telephone and a text application can be associated with a tablet device. As the devices or mediums supported by the agent changes, the system can re-associate the related application(s) based on the new configuration.Type: ApplicationFiled: February 16, 2012Publication date: August 22, 2013Applicant: AVAYA INC.Inventor: Luciano Godoy Fagundes
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Publication number: 20130202100Abstract: When a customer communicates with a contact center, a history of the communication is stored. The communication from the customer can be in various media, such as a voice call, a video call, an email, an Instant Message (IM), a text message, and/or a blog posting. The history includes a context such as a reason for the communication and a time of the communication. The history of the communication is used to determine a pattern of the communication based on the context. Using the pattern, a time that the customer will communicate with the contact center is predicted. An agent associated with the customer is scheduled to be available at the predicted time. The predicted time can also be based on future events such as a product release or an event such as a political event, a sports event, and/or a convention.Type: ApplicationFiled: February 2, 2012Publication date: August 8, 2013Applicant: AVAYA INC.Inventor: Luciano Godoy Fagundes
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Patent number: 8488772Abstract: Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores.Type: GrantFiled: May 25, 2011Date of Patent: July 16, 2013Assignee: Avaya Inc.Inventors: Luciano Godoy Fagundes, Tommy Moran, Veeranna A. Yamanappa, Mohammad Khan, Dhaval Desai, Joylee E. Kohler, Andrew D. Flockhart, Robert C. Steiner