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Avaya Inc patents


Recent patent applications related to Avaya Inc. Avaya Inc is listed as an Agent/Assignee. Note: Avaya Inc may have other listings under different names/spellings. We're not affiliated with Avaya Inc, we're just tracking patents.

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Systems and methods for optimal scheduling of resources in a contact center

Managing resources in a contact center including assigning each resource to one of a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute, or a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute. An expected number of contacts requiring resources possessing one of the first or second resource attribute is predicted for a time period, and a correlation between the first and second resource attribute is identified. ... Avaya Inc

Mobility bonding network

Embodiments of the disclosure provide a mobile-specific intermediary replacement for the toll free service. This mobile intermediary entity or service can provide four primary call invocation types. ... Avaya Inc

System and method for updating participants in parallel overlapping conferences

Examples disclosed herein provide methods and systems for updating participants in parallel ongoing conferences through a central conference call management system. In at least one implementation, a method of operating a conference call management system is provided. ... Avaya Inc

Testing user interface functionality through actuation by a piezoelectric grid

Embodiments disclosed herein provide systems, methods, and computer-readable media to facilitate testing user-selectable functions on a user interface of a computing device, wherein a piezoelectric grid comprising piezoelectric material that deforms upon application of electricity is installed onto a surface of the user interface of the computing device. In a particular embodiment, a method provides generating a control mapping of areas of the piezoelectric grid to locations on the user interface of the computing device. ... Avaya Inc

Mobile caller authentication for contact centers

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. ... Avaya Inc

Intelligent contact recording in a virtual reality contact center

As technology advances, customer-agent interactions require adoption of the new technologies to remain useful to customers and cost effective to contact centers. Virtual reality technology allows a customer to virtually tour a remote location and optionally interact with an agent during the virtual tour. ... Avaya Inc

System and method to select a resource in an enterprise

A predictive system for resource allocation in an enterprise is disclosed. The predictive system includes a database comprising one or more performance indicators for a plurality of resources, wherein the one or more performance indicators are associated with one or more work stages related to at least one communication session in the enterprise. ... Avaya Inc

Sending progress update messages while a user is on hold

A communication session (e.g., voice or video) is established between a first party and a second party. The communication session is placed on hold or mute by the second party. ... Avaya Inc

Internet protocol address selection in session initiation protocol communications

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 first communication device includes applying a source address selection algorithm to determine at least one source internet protocol (ip) address for the first communication device, and transferring a communication invite that indicates the at least one source ip address. ... Avaya Inc

Mobility bonding network

Embodiments of the disclosure provide a mobile-specific intermediary replacement for the toll free service. This mobile intermediary entity or service can provide four primary call invocation types. ... Avaya Inc

Social messaging hold and wait treatment systems

Systems are provided to manage pauses, including on-hold, conditions in communications, such as text-based communications. Users may be provided with messages at a pace that, among other things, allows a particular cadence of messages to be maintained, even if a reply has been created. ... Avaya Inc

System and method for enhancing video conferencing experience via a moving camera

The present disclosure is directed to a video-enabled communication system that can include a camera to acquire an image of an object of interest (such as a local participant) during a video communication session and a control unit, coupled with the camera. The control unit causes movement of the camera from a first spatial location to a second spatial location relative to a selected point of reference to enable the camera to capture different images for display, by a remote display device, to a remote participant to the video communication session.. ... Avaya Inc

Embedding content of interest in video conferencing

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.. ... Avaya Inc

Multi-mode video conferencing system

The present disclosure is directed to a video-enabled communication system that comprises a control unit, coupled with a camera, the camera acquiring an image of a local participant to provide to a remote participant during a video communication session. A microprocessor in the control unit executes an audio controller that causes the microprocessor to control, based on audio information collected by the control unit, movement and/or pan and/or tilt of a camera at a remote endpoint of the remote participant to capture a selected image of the remote participant for display to the local participant. ... Avaya Inc

04/05/18 / #20180098027

System and method for mirror utilization in meeting rooms

A video-enabled communication system that includes a processor, coupled with a camera, the camera acquiring an image of an object of interest during a video communication session and a computer readable medium, coupled with the processor, comprising instructions that cause the processor to select a reflected image of the object of interest for use in providing image information to a remote endpoint for display to another participant, wherein the reflected image is a reflection of the object of interest in a mirror having a line-of-sight to the camera.. . ... Avaya Inc

04/05/18 / #20180098026

System and method for processing digital images during videoconference

A video communication system that includes a computer readable medium and a processor, coupled with a wide angle and high resolution digital camera and the computer readable medium. The processor causes the wide angle and high resolution digital camera to acquire a digital image of a local participant during a video communication session. ... Avaya Inc

04/05/18 / #20180097913

Method and system for integrated optimized reporting

Systems and methods of the present disclosure are directed to efficiently editing data requests sent from devices, allowing for an improved database information delivery system. In some embodiments of the present disclosure, an administrator device limits an amount of data requested based on a number of factors prior to sending the request to a server. ... Avaya Inc

04/05/18 / #20180097868

Synchronization of a media codec between network elements of a media communication session

Embodiments disclosed herein provide systems, methods, and computer readable media for synchronizing a media codec between network elements of a media communication session. In a particular embodiment, a method provides designating a first network element to be a static-clock network element during the media communication session and designating at least a second network element to be a dynamic-clock network element during the media communication session. ... Avaya Inc

04/05/18 / #20180097854

Detection and auto-correction of talk path problems in communication sessions

Statistics of a media stream of a communication session are received from one or more communication devices involved in the communication session. The statistics are from various communication devices that are involved in the media stream of the communication session. ... Avaya Inc

04/05/18 / #20180097851

Session initiation protocol (sip) dialog reconstruction through reconstruction anchors for user agents

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. ... Avaya Inc

04/05/18 / #20180096679

Electronic speech recognition name directory prognostication system

A speech recognizer performs speech recognition on a spoken name supplied by a user, producing a list of possible matches and corresponding confidence scores. If the top scoring match for a spoken name does not correctly identify the spoken name or if the spoken name's confidence score is below a first threshold, the user name is flagged to the system administrator as having a potential speech recognition problem. ... Avaya Inc

04/05/18 / #20180096589

Probe of alarm functionality using communication devices

Embodiments disclosed herein provide systems, methods, and computer readable media for probing alarm functionality at a premises. In a particular embodiment, a method provides, in response to activation of an audible alarm, obtaining audio information captured by a first communication device of a plurality of communication devices positioned throughout the premises. ... Avaya Inc

04/05/18 / #20180095741

Web application system and method to dynamically select between local installed and cloud-based resources

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. ... Avaya Inc

03/15/18 / #20180077262

Services versioning

Downloadable pluggable services and methods of distributing the same are described. The downloadable pluggable services may correspond to communication services that can be downloaded to upgrade a communication system. ... Avaya Inc

02/22/18 / #20180054468

Systems and methods for media tunneling through edge server

Embodiments provide systems and methods for exchanging media through an edge server between different communication networks. More specifically, embodiments of the present disclosure provide systems and methods for establishing and conducting voice and/or video communications between one or more parties on a private network, such as within an enterprise, and one or more parties on a different network such as another private network or an open network such as the internet using an edge server of the enterprise network. ... Avaya Inc

01/18/18 / #20180020095

On-topic monitor

Contact centers comprise agents, human and automated, interacting with customers over a network to accomplish an objective for the interaction. While a blunt, factual exchange may appear to be the most expeditious means to accomplish the objective, often this is not the case. ... Avaya Inc

01/18/18 / #20180019909

System and method to use location-aware dns responses as input to media relay selection for webrtc

A region specific proxy server receives a first request to establish a communication session from a communication device. The first request is based on an address of the region specific proxy server identified by a dns server. ... Avaya Inc

01/18/18 / #20180018616

Systems and methods for lifecycle management of limited duration knowledge in automated interaction systems

Information utilized in a contact center may be temporary. Facts may be directly verified (primary factor); however, contact centers may not have the resources to perform primary factor determinations. ... Avaya Inc

01/04/18 / #20180006772

Video conference bridge setting sharing, pushing, and rationalization

A conference system is provided with enhanced settings capabilities. A controller can poll for settings at each endpoint in a conference system and be able via the video stream to selectively display and compare settings among the endpoints. ... Avaya Inc

12/07/17 / #20170353694

Positional controlled muting

Systems and methods for controlling the privileges of participants in a multiparty interaction are described, wherein participants in the multiparty interaction are distributed among a plurality of areas, each area having different privileges, and further wherein a participant may obtain the privileges of another area by moving to the other area.. . ... Avaya Inc

12/07/17 / #20170353508

Queue organized interactive participation

Systems and methods for queue-based promotion within a multiparty interaction are described, wherein a participant in the multiparty interaction can join a promotion queue by making a promotion request, then be automatically promoted from an audience area of the multiparty interaction to a presentation area of the multiparty interaction based on the participant's position in the promotion queue.. . ... Avaya Inc

12/07/17 / #20170351476

Create private interaction workspace

Systems and methods for creating a private interaction space within an existing multiparty interaction are described, wherein a subset of a plurality of participants in a multiparty interaction can establish a private interaction space in which the subset of the plurality of participants can continue to hear and observe communications in the overall multiparty interaction while communicating privately with other participants in the private interaction space.. . ... Avaya Inc

12/07/17 / #20170351402

Independent parallel interaction space instantiation

Systems and methods for creating a new multiparty interaction among a subset of a plurality of participants in an existing multiparty interaction from within the existing multiparty interaction are described, wherein the new multiparty interaction is established based on authentications, presentation materials, and/or settings of the existing multiparty interaction.. . ... Avaya Inc

11/30/17 / #20170346741

Bandwidth control in a network address translation (nat) environment

Embodiments disclosed herein provide systems and methods for controlling bandwidth across a network address translation (nat) system. In a particular embodiment a method provides, identifying a first endpoint and a second endpoint to a communication session. ... Avaya Inc

11/30/17 / #20170346697

System and method for efficient bandwidth allocation for forked communication sessions

A request for a communication session is received. For example, a request to establish a voice communication session is received. ... Avaya Inc

11/30/17 / #20170345445

Synchronization of digital algorithmic state data with audio trace signals

Embodiments disclosed herein provide systems, methods, and computer readable media for synchronizing algorithmic state data with audio trace signals. In a particular embodiment, a method provides processing digital audio data linearly in the time domain using a digital audio processing algorithm. ... Avaya Inc

11/23/17 / #20170339144

Customer-centric workflow for initial on-boarding of an openflow enabled switch

Authenticating a networking appliance attempting to attach to a network includes receiving at least one value associated with an identity of the networking appliance; receiving a certificate signing request (csr) from the networking appliance, wherein the csr comprises credential data associated with the identity of the networking appliance; and generating an appliance certificate based on the credential data and a certificate authority (ca) certificate associated with the computer. The method also includes returning the appliance certificate to the networking appliance; receiving a request from the networking appliance to attach to the network; and authenticating the identity of the networking appliance based on both a) the at least one value associated with the identity of the networking appliance; and b) the appliance certificate.. ... Avaya Inc

11/23/17 / #20170339134

Certificate-based dual authentication for openflow enabled switches

Authenticating a networking appliance attempting to attach to a network includes receiving a request from the networking appliance to attach to the network, wherein the request comprises credential data associated with the networking appliance and a certificate authority (ca) certificate associated with the computer; receiving at least one value associated with an identity of the networking appliance; and authenticating the identity of the networking appliance based on both a) the at least one value associated with the identity of the networking appliance; and b) the appliance certificate.. . ... Avaya Inc

11/23/17 / #20170339133

Public key infrastructure exchange using netconf for openflow enabled switches

Generating pki credentials for authenticating a networking appliance attempting to attach to a network includes: receiving a certificate signing request (csr) from the networking appliance, wherein the csr comprises credential data associated with an identity of the networking appliance; generating an appliance certificate based on the credential data and a certificate authority (ca) certificate associated with the computer; and returning the appliance certificate to the networking appliance.. . ... Avaya Inc

11/23/17 / #20170339018

Securely onboarding virtual machines using a centralized policy server

In some implementations, a method can include determining a virtual machine (vm) inventory baseline of a system, including identifying vms in a baseline configuration and generating a vm fingerprint for each vm in the inventory baseline, and detecting a user onboarded vm and moving the user onboarded vm to a quarantine operating area for a period of time. The operational posture of the user onboarded vm can be compared to an operational posture policy of the system. ... Avaya Inc

11/16/17 / #20170331954

Identifying information pertinent to an emergent event through social media postings

Embodiments disclosed herein provide systems, methods, and computer readable media for identifying information pertinent to an emergent event through social media postings. In a particular embodiment, a method provides, in an emergency contact center, receiving a communication initiated by an individual in response to an emergent event and identifying the individual. ... Avaya Inc

11/16/17 / #20170331904

Maintenance of feature settings across multiple user systems on a communication

Embodiments disclosed herein provide systems, methods, and computer readable media for maintaining feature settings across user systems. In a particular embodiment, a method provides, in a first user system having a first feature set, exchanging communications for a communication session using first settings of features in the first feature set. ... Avaya Inc

11/16/17 / #20170329841

Organizing speech search results

A method, system, and phonetic search engine are described that enable phonetic searches to have increased relevancy to the searcher. Specifically, phonetic searches on a database containing phonetically-searchable content can have one or more phonetically-confusable terms included therein, thereby creating search results that more faithfully reflect the search terms used during the phonetic search of the database.. ... Avaya Inc

11/09/17 / #20170324933

System and method for dynamic light adjustment in video capture

A video-enabled communication system includes a camera to acquire an image of a local participant during a video communication session and a control unit that selects a lighting configuration for the local participant to be captured by the camera for provision to a remote endpoint for display to another participant. The lighting configuration selection is based on information describing a local participant or context of the video communication session. ... Avaya Inc

11/09/17 / #20170324751

Visitor access management

Methods, systems and computer readable media for managing access of visitors to a facility are described.. . ... Avaya Inc

11/09/17 / #20170324561

Secure application attachment

To secure an application, a request to establish a communication session with a client is received from the application, at a server. The server sends the request to establish the communication session to the client. ... Avaya Inc

10/26/17 / #20170310698

Validating strength values for account security questions

A device, system, and method validates strength values for security questions associated with an online account. The method performed by an online service server includes receiving a security question data from a user device, the security question data being utilized for a user authentication to access an account of a user. ... Avaya Inc

10/12/17 / #20170295480

Locating user devices in enterprises

A device, system, and method locates user devices in enterprises. The method performed by an enterprise server of an enterprise includes receiving contact data from an emergency services device, the contact data comprising location related data of a user device and identification data of the user device. ... Avaya Inc

10/12/17 / #20170295208

Dynamic session classification

A request to establish a communication session between the first communication endpoint and a second communication endpoint is received. For example, the request may be a session initiation protocol (sip) invite message to establish a voice communication session. ... Avaya Inc

10/12/17 / #20170295169

Temporary control of components using location based grants

A device, system, and method gives temporary control of a user device using location based grants. The method performed by a control server of a third party is performed when the user device is in a predetermined area. ... Avaya Inc

10/12/17 / #20170295157

Smartphone fraud-proof authorization and authentication for secure interactions

Mobile devices and other devices used in transactions or interactions with other computer systems can be identified by an abstract composite of information unique to the device. For example, the device can record and store when a user first started the device (a date and time of first use), how the device is configured (including any hardware/software identifications, versions, install dates, time when configurations or installations occurred, etc.), etc. ... Avaya Inc

10/05/17 / #20170289944

Zero touch attachment of devices to a spb network

Methods, systems and computer readable media for zero touch attachment of devices, such as internet of things (iot) devices, to an spb network are described.. . ... Avaya Inc

10/05/17 / #20170289785

Detecting bluetooth low energy (ble) beacons using wifi

Communication information is received from a wireless fidelity (“wifi”) interface. The wifi interface may receive wifi information from a wifi endpoint and/or ble beacons from a bluetooth device. ... Avaya Inc

10/05/17 / #20170289201

Session initiation protocol call preservation based on a network failure

To reestablish a media stream, first and second sip invite with replaces header messages are received by an application from a first and second communication endpoint respectively. The sip invite with replaces header messages comprises a first session description protocol (sdp) offer that are each based a change of a network address used by the respective communication endpoint. ... Avaya Inc

10/05/17 / #20170289200

Call preservation for multiple legs of a call when a primary session manager fails

In response to a failure of a sip dialog between a first communication endpoint and a first communication application (i.e., when a session manager fails), a first session initiation protocol (sip) invite with replaces header message received from the first communication endpoint. The first sip invite with replaces header message comprises a session description protocol (sdp) offer and a first request universal resource identifier (uri) that identifies the first communication application. ... Avaya Inc

10/05/17 / #20170286916

Communication systems for multi-source robot control

A service robot may be autonomous, with respect to a portion of a customer service task, and coordinated, with respect to another portion of a customer service task. A resource, such as another robot or an agent (human or automated), may monitor or interact with the robot and, in such a combination, perform a customer service task. ... Avaya Inc

10/05/17 / #20170286887

Systems and methods for allocating agent resources in a contact center

Allocating agent resources in a contact center including receiving a new contact at the contact center and instantiating a contact object corresponding to the new contact. A first set of information is received by the contact center, and a first unmanned aerial vehicle (uav) is selected for deployment to a target destination. ... Avaya Inc

10/05/17 / #20170286708

Security

A robotic customer service agent (“robot”) is provided to a service location. The robot may present a number of security concerns that, whether realized or not, present barriers to acceptance. ... Avaya Inc

10/05/17 / #20170286651

Authentication

Robotic customer service agents are provided such that, when properly authenticated, they are operable to perform a customer service task. A contact center may dispatch a robot, an accessory for a customer-owned robot, or instructions to transform an unconfigured robot, such as a generic robot, into a configured robot operable to perform the task. ... Avaya Inc

10/05/17 / #20170285628

Command and control of a robot by a contact center with third-party monitoring

Acceptance of robotic service agents may be improved if robots are compliant with a monitoring program of a third party. A robot may be allowed to perform certain operations if monitored or prevented from such operations if unmonitored. ... Avaya Inc

10/05/17 / #20170282375

Operational parameters

A customer service robot may be limited to a maximum physical ability, such as speed of travel, speed of a robotic arm, etc. However, certain customers may be uncomfortable with a robot operating at the maximum capacity. ... Avaya Inc

10/05/17 / #20170282374

Service robot communication systems and system self-configuration

A service robot is provided to communicate with other devices of a service location, such as another robot. A first and second robot may be tasked with performing a customer service task requiring a physical interaction. ... Avaya Inc

10/05/17 / #20170282371

Service robot assessment and operation

A customer service robot may be selected, or configured, to address a particular work item. Robots may comprise different functionality due to absent software or hardware or due to existent but worn or non-compliant components. ... Avaya Inc

10/05/17 / #20170282365

Movement and interaction verification

Robotic customer service agents may require verification of a human. The verification may be of the identity of the human and/or a capability of the human. ... Avaya Inc

10/05/17 / #20170282362

Command and control of a user-provided robot by a contact center

Robotic customer service agents are provided such that, when properly configured, they are operable to perform a customer service task. A contact center may dispatch a robot, an accessory for a customer-owned robot, or instructions to transform an unconfigured robot, such as a generic robot, into a configured robot operable to perform the task. ... Avaya Inc

09/28/17 / #20170280099

Automatic expansion and derivative tagging

Methods and systems are provided for automatically generating expanded and derivative tags associated with digital content. The methods and systems provide multi-dimensional, layered tagging with stored audio/video conference contents, creating relationships and a tag network between links and nodes in a communication system.. ... Avaya Inc

09/28/17 / #20170279860

Web collaboration presenter sharing status indicator

Methods and systems are provided for automatically determining whether participant devices in a collaborative communication session are synchronized with content shared by a presenting device. The methods and systems present an indication to a presenting device regarding a status of each participant device. ... Avaya Inc

09/28/17 / #20170279765

Extending network address lifetime when address system is unavailable

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. ... Avaya Inc

09/28/17 / #20170277684

Sign language communication with communication devices

Implementations enable conversations between operators of communication devices who use sign language and other operators who don't. A method may include receiving images of first sign language gestures captured by a camera of a first communication device, converting the first sign language gestures into first text, transmitting the first text to a second communication device, receiving second text from the second communication device, and converting the second text into images of second sign language gestures made by an avatar. ... Avaya Inc

09/28/17 / #20170276495

Interfacing emergency events with map/routing software to re-route non-emergency traffic to create paths for emergency vehicles

A public safety access point (psap) or other system can receive an emergency event. Based on information associated with the emergency event, the psap can determine which emergency vehicle can respond to the event. ... Avaya Inc

09/14/17 / #20170264650

Automatic configuration of endpoint communication devices to set up a voip network

Implementations relate to automatic configuration of endpoint communication devices to set up a communication network such as a voip network. In some implementations, a method includes a server receiving an extension request for device extension from an endpoint communications device connected to a communication network, mapping an identifier for the endpoint communications device to a device extension, and transmitting the device extension to the endpoint communications device.. ... Avaya Inc

09/14/17 / #20170264611

System and method for securing account access by verifying account with email provider

Methods and systems are provided for automatically securing account access by verifying account information with an email provider. The methods and systems automatically determine whether provided login identification and account information, in the form of an email address, is valid by a server requesting validation information from the email server of the email address. ... Avaya Inc

09/14/17 / #20170262787

Negotiation of a future communication by use of a personal virtual assistant (pva)

Negotiation of a future communication through a personal virtual assistant is provided. A trigger command is received. ... Avaya Inc

09/07/17 / #20170257709

Signal to noise ratio using decentralized dynamic laser microphones

A communication system includes a processor and a computer readable medium, coupled with the processor, comprising instructions that program the processor to: cause an electromagnetic emitter to irradiate a location on a selected object in proximity to a speaker; determine, from radiation reflected by the selected object at the irradiated location, an audio characteristic of the irradiated location; and when the audio characteristic is acceptable, assigning an electromagnetic microphone to collect audio information from radiation reflected by the selected object at the irradiated location.. . ... Avaya Inc

08/31/17 / #20170251105

Emergency call back for remote workers

A fingerprint is received from a communication endpoint. The fingerprint is based on a hardware identifier of the communication endpoint. ... Avaya Inc

08/31/17 / #20170251027

Emergency call back for session initiation protocol sessions

An address resolution protocol (arp) process receives a first internet protocol (ip) address that is associated with a media access control (mac) address of a communication endpoint. A first session initiation protocol (sip) invite for an emergency call request is received from the communication endpoint. ... Avaya Inc

08/31/17 / #20170250956

Dynamic firewalls and forensic gateways

A security event that is associated with one or more communication devices is detected. For example, the security event may be an unexpected change in data being sent from a communication device outside an enterprise. ... Avaya Inc

08/31/17 / #20170249557

Predictive analytics and services

A device, system, and method use predictive analytics based on an application-centric approach. The method includes receiving a request from an interactive application interacting with a user utilizing a user device for action data indicating an action to be taken by the interactive application during a session with the user device, the request generated by the interactive application based on a decision point associated with the interactive application. ... Avaya Inc

08/24/17 / #20170245191

Media degradation recovery during a communication session

Embodiments disclosed herein provide systems, methods, and computer readable media for recovering from media degradation during a communication session. In a particular embodiment, a method provides, during a communication session between a first user system operated by a first user and a second user system operated by a second user, receiving a first indication from the first user system indicating a degraded condition of media received by the first user system from the second user system. ... Avaya Inc

08/24/17 / #20170244633

Mobile endpoint network interface selection using merged policies

Methods, systems and computer readable media for mobile endpoint network interface selection using merged policies.. . ... Avaya Inc

08/17/17 / #20170235566

System and method for efficient software replication

Systems and methods of efficient software replication are provided. This is accomplished by a first communication device that determines if a second communication device needs to have a software upgrade. ... Avaya Inc

08/10/17 / #20170230373

Captive portal having dynamic context-based whitelisting

Methods, systems and computer readable media for a captive portal having dynamic, context-based whitelisting are described.. . ... Avaya Inc

08/03/17 / #20170223104

Automated mirroring and remote switch port analyzer (rspan)/ encapsulated remote switch port analyzer (erspan) functions using fabric attach (fa) signaling

A method and apparatus for automated mirroring is presented. A network device running as a fabric attach (fa) server configured to mirror traffic to a remote switch port analyzer (rspan) virtual local area network (vlan), issues an fa type length value (tlv) on its uplink to the fa server. ... Avaya Inc

08/03/17 / #20170223103

Automated mirroring and remote switch port analyzer (rspan)/ encapsulated remote switch port analyzer (erspan) functions using fabric attach (fa) signaling

A method and apparatus for automated mirroring is presented. In a particular embodiment of a method for automated mirroring, a network device running as a fabric attach (fa) server receives an fa type length value (tlv) from an access device running as a fa proxy or client. ... Avaya Inc

08/03/17 / #20170219240

Method and apparatus for a fan auto adaptive noise

The disclosure is related to a cooling system that includes a thermal sensor to determine a temperature in an interior of the computational device, a sensor to determine at least one of a noise level in proximity to the computational device or a presence or absence of a human user in spatial proximity to the computational device, a fan to cool a component of the computational device, a microprocessor, and a computer readable medium comprising fan control rules. The fan control rules cause the microprocessor to increase a speed of the fan in response detecting a noise level in proximity to the computational device greater than a selected magnitude or an absence of a human user in spatial proximity to the computational device.. ... Avaya Inc

07/27/17 / #20170214779

Dynamic agent greeting based on prior call analysis

A contact center, communication system, and method are disclosed. An illustrative contact center includes a conversational analysis engine that is applied to media exchanged between a customer and a first agent during a first interaction and determines a context of the first interaction. ... Avaya Inc

07/27/17 / #20170214650

Integration of real-time and non-real-time communications

First communication information is received from a first communication session in a first communication medium. The first information has an associated first topic identifier. ... Avaya Inc

07/20/17 / #20170208130

Inter domain instant messaging bridge

A request to establish an im session is received. For example, a session initiation protocol (sip) invite message is received. ... Avaya Inc

07/20/17 / #20170205979

Embedded collaboration with an application executing on a user system

Embodiments disclosed herein provide systems, methods, and computer readable media for collaborating on the use of an application executing on a user system. In a particular embodiment, a method provides determining a first view presented to a first user of the user system by the application. ... Avaya Inc

07/13/17 / #20170201440

Dissemination of quality of service information in a distributed environment

A request to subscribe to qos information is received from a monitoring element. A monitoring element may be a centralized communication system, such as a private branch exchange (pbx). ... Avaya Inc

07/06/17 / #20170193505

Secondary validation for fraud prevention

Banks and other financial institutions struggle to determine when to authorize and when to deny a transaction, such as credit card transactions, for customers. Customers, such as those who travel infrequently or otherwise make purchases at unusual locations, may have transactions denied at such locations. ... Avaya Inc

06/29/17 / #20170186419

System and method for dynamic asr based on social media

System and method to adjust an automatic speech recognition (asr) engine, the method including: receiving social network information from a social network; data mining the social network information to extract one or more characteristics; inferring a trend from the extracted one or more characteristics; and adjusting the asr engine based upon the inferred trend. Embodiments of the method may further include: receiving a speech signal from a user; and recognizing the speech signal by use of the adjusted asr engine. ... Avaya Inc

06/29/17 / #20170185945

Dynamic interaction pacing

Contact centers often balance the business needs to efficiently operate with the objective of providing timely service to customers interacting with the contact center. Often contact centers are unable to connect customers to live agents without a period of hold time, usually to wait for an agent to become available. ... Avaya Inc

06/22/17 / #20170180554

Optimal resource and channel selection

A method, a device and a system selects an optimal resource and/or channel. The device of a contact center receives transaction data and interaction data corresponding to a transaction between the contact center and a user device. ... Avaya Inc

06/22/17 / #20170180371

Authorizing deployable resources based on personal information obtained from wearable devices

Authorizing deployable resources based on personal information obtained from wearable devices is disclosed. A processor-based controller automatically receives personal information about a deployable resource via a wearable device configured to be worn by the deployable resource. ... Avaya Inc

06/22/17 / #20170180058

Acoustic information transfer

Embodiments disclosed herein provide systems and methods for acoustically transferring information between systems. In a particular embodiment, a method provides identifying information for acoustic transfer and determining an amount of time corresponding to the information. ... Avaya Inc

06/22/17 / #20170178051

Selecting deployable resources based on personal information obtained from wearable devices

Selecting deployable resources based on personal information obtained from wearable devices is disclosed. A processor-based controller automatically determines a contact load parameter and a contact load threshold for a contact center. ... Avaya Inc

06/22/17 / #20170178040

Matching deployable resources with available tasks based on personal information obtained from wearable devices

Matching deployable resources with available tasks based on personal information obtained from wearable devices is disclosed. A processor-based controller receives permission from each of a plurality of deployable resources to receive personal information from the respective deployable resource. ... Avaya Inc

06/15/17 / #20170171384

Call log management for multiple communication devices using the same address of record

A request to establish a communication is received. For example a request to establish a voice communication is received. ... Avaya Inc

06/15/17 / #20170171059

Configuration of networks using switch device access of remote server

Implementations relate to configuration of networks using switch device access of a remote server. In some implementations, a method includes sending a request from an edge configuration device to an access control server, where the request requests shortest path bridging (spb) configuration information for a detected end device connected to the edge configuration device, and where the edge configuration device is connected to an spb network. ... Avaya Inc

06/08/17 / #20170163422

Quality of service for web real-time communication networks

A request to establish an encrypted media stream is received, by an edge server, for a web real-time communication (webrtc) communication session between a first browser, and a second browser or gateway. The edge server is a boundary device between a first network and a second network. ... Avaya Inc

06/01/17 / #20170155589

Route optimization using measured congestion

A flow based routing method and apparatus selects a path from a plurality of different paths for assignment to a flow. The path is selected based on traffic performance measurements which identify relative congestion and performance of the different paths, so that traffic flows can be diverted away from network congestion points, thereby allowing network resources to be load balanced at a flow granularity. ... Avaya Inc

05/18/17 / #20170142371

Background replacement based on attribute of remote user or endpoint

A telecommunication device includes an image capture system that captures an image of a local participant in a telecommunication session, the image comprising foreground and background images defined by plural pixels, each of the pixels having a pixel magnitude related to a sample of the image at a spatial location of the respective pixel and a background modifier that segments plural pixels of the captured image into foreground and background sets of pixels, replaces the background set of pixels with a template set of pixels to form a new background set of pixels, selected pixels in the template set of pixels having a different magnitude than a magnitude of the corresponding pixel in the background set of pixels replaced by the selected pixel, and combines the new background set of pixels with the foreground set of pixels to form modified image information for transmission to a remote endpoint. A background selector selects the template set of pixels from among multiple template sets of pixels based on an attribute of a remote endpoint or remote participant associated with the remote endpoint.. ... Avaya Inc

05/18/17 / #20170142128

Temporary access of a user profile

A user profile is temporarily accessed by an accessor. A method performed by the accessor of a contact center includes receiving access data. ... Avaya Inc

05/18/17 / #20170142111

Accessing local information based on a browser session

When a user is attempting to access a server application, a challenge is received, in a browser, for a one or more login credentials to access a server application (e.g., a web page). For example, a user is requested to provide a user name and password to login to the server application. ... Avaya Inc

05/18/17 / #20170140543

Semi-background replacement based on rough segmentation

A telecommunication device includes an image capture system that captures an image of a local participant in a telecommunication session, the image comprising foreground and background images defined by plural pixels, each of the pixels having a pixel magnitude related to a sample of the image at a spatial location of the respective pixel and a background modifier that segments plural pixels of the captured image into foreground and background sets of pixels based on spatial coordinates of the pixels, replaces the background set of pixels with a template set of pixels to form a new background set of pixels, each selected pixel in the template set of pixels having a different magnitude than a magnitude of the corresponding pixel in the background set of pixels replaced by the selected pixel, and combines the new background set of pixels with the foreground set of pixels to form modified image information for transmission to a remote endpoint.. . ... Avaya Inc

05/11/17 / #20170135034

Elastic wireless control plane

One or more implementations can include methods, systems and computer readable media for elastic wireless control planes. In some implementations, the method can include evaluating one or more elastic wireless control plane mode factors, and partitioning each of a plurality of access points into one of an active mode group and a sleep mode group based on the evaluating. ... Avaya Inc

05/11/17 / #20170133036

Enhancement of audio captured by multiple microphones at unspecified positions

Embodiments disclosed herein provide systems, methods, and computer readable media for steering a camera and enhancing audio captured by microphones at unspecified positions. In a particular embodiment, a method provides receiving audio captured by the plurality of microphones at a location and receiving video captured of a scene that includes the plurality of microphones captured by a first camera at a first camera position. ... Avaya Inc

05/04/17 / #20170126725

Selective traffic analysis at a communication network edge

Embodiments disclosed herein provide systems and methods for recording for analyzing traffic at an edge of a communication network. In a particular embodiment, a method provides processing a first portion of data packets directed into the communication network from outside of the communication network to determine whether a first sampling policy adequately assesses risk to the communication network. ... Avaya Inc

05/04/17 / #20170126495

Configuration of networks using client device access of remote server

Implementations relate to configuration of networks using client device access of a remote server. In some implementations, a method includes requesting a management server from an end device for shortest path bridging (spb) configuration information for the end device to communicate on an spb network, where the end device communicates with the management server over a non-spb connection. ... Avaya Inc

04/27/17 / #20170118341

Device, system, and method for optimizing active transactions of an agent

A device, system, and method optimizes active transactions of an agent. The method performed using a prioritizing device of a contact center includes determining a first priority value of an incoming transaction, the incoming transaction included in a user request received by the contact center, the incoming transaction requiring utilization of a real-time communication channel. ... Avaya Inc

04/27/17 / #20170118259

Tagging content for automatic inclusion in a future presentation

Often it is desirable to present content (e.g., documents, websites, etc.) in a conference or meeting. Presenters may encounter relevant content at various times prior to the conference. ... Avaya Inc

04/27/17 / #20170116991

Source-based automatic speech recognition

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. ... Avaya Inc

04/20/17 / #20170111613

Multi-stream video switching with selective optimized composite

A method of facilitating a multi-participant communication session with an efficient use of network bandwidth and processing resources is described. The processing resources are made available to the session participants via a switching fabric and composites of less active session participants can be used to minimize the bandwidth utilization between a media server and endpoints.. ... Avaya Inc

04/20/17 / #20170111407

Reestablishment of session initiation protocol (sip) dialogs

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. ... Avaya Inc

04/20/17 / #20170111323

Mitm proxy having client authentication support

Methods, systems and computer readable media for a mitm proxy that supports client authentication are described.. . ... Avaya Inc

04/20/17 / #20170109351

Stateful tags

Tagging media streams allows topics and other items of interest to be readily identified. As provided herein, stateful tags are provided, which comprise a value determined from a link to another data source, such as a calendar, inventory, accounting, project management, or other application. ... Avaya Inc

04/13/17 / #20170103222

Access to a wearable computing system using randomized input origins

Embodiments disclosed herein provide systems, methods, and computer-readable media for accessing a wearable computing system using randomized input origins for user login. In a particular embodiment, a method provides presenting a user with a first origin on which user login information is based, wherein the first origin is randomly selected from a plurality of possible origins. ... Avaya Inc

04/06/17 / #20170099389

Outbound internal calls initiated on behalf of a group of users

Individuals often place calls on behalf of a group or collection of individuals. As provided herein, a caller may access or establish a group number to be presented to a callee. ... Avaya Inc

04/06/17 / #20170099323

High availability take over for in-dialog communication sessions

When a communication session is established, a primary sequenced application is sequenced into the communication session. At some point, the primary sequenced application fails. ... Avaya Inc

04/06/17 / #20170098282

Social media integration in omni-channel customer issue resolution

Customers may use a number of channels to communicate with a business or other organization. If a customer initially posts an issue on social media and, before seeing a response, initiates a communication via a different channel (e.g., telephone call, email, etc.) to address the same issue, duplicative efforts may be reduced or eliminated. ... Avaya Inc

04/06/17 / #20170097971

Managing contact center metrics

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.. . ... Avaya Inc

04/06/17 / #20170097965

Processor and data storage enabling efficient data reporting

Even with modern high-speed processors and bandwidth, many systems implement intensive data reporting components that tax resources. Even very small improvements in reporting efficiencies can result in significant cost and resource savings, as well as improvements in the performance of such resources. ... Avaya Inc

03/30/17 / #20170094024

Co-resident plug-ins of third party software

Downloadable pluggable services and methods of distributing the same are described. The downloadable pluggable services may correspond to third party-developed communication services that can be downloaded to upgrade a communication system. ... Avaya Inc

03/23/17 / #20170085711

Tracking and preventing mute abuse by contact center agents

A method and apparatus to detect and prevent mute abuse by contact center agents provided by an application with an event listener in a contact center communication system are described along with various methods and mechanisms for administering the same. Based on predefined thresholds, the event listener can detect and notify a contact center supervisor and/or a systems administrator when certain mute timing thresholds are not met and/or mute timing thresholds are exceeded. ... Avaya Inc

03/23/17 / #20170085515

System and method for assessing the sensitivity of social network user populations to response time delays

A contact center is operated by reference to response time statistics and social media analytics. A method for identifying a user population's sensitivity to response time delay comprises monitoring social network messaging activity to identify user messages associated with the user population. ... Avaya Inc

03/16/17 / #20170075712

Dynamic templates for virtualized systems

Methods, systems and computer readable media for dynamic templates for virtualized systems are described. A method for initially deploying a virtualized can include receiving a selection indicating a dynamic template, and installing a base configuration using base configuration information obtained from the dynamic template. ... Avaya Inc

03/02/17 / #20170064082

Partial task assignment for stall routing

Contact centers strive to provide quality customer service in a timely manner as well as to maintain profitability to ensure continued business operations. Having optimal agents available to accept every work item a customer may have is expensive and, when such skills are unneeded, wasteful. ... Avaya Inc

03/02/17 / #20170064079

Agent-initiated automated co-browse

Co-browsing sessions provide a way for one party to see exactly what is being displayed on another party's computer or similar device. Co-browsing is particularly useful to an agent to help a customer solve a problem on a computer. ... Avaya Inc

03/02/17 / #20170064075

Continuous call recording

In order to allow for redundant call recording, a first message is received by a first media recorder indicating that a second media recorder is recording a media stream of a communication session between a plurality of communication devices. The first message includes a unique identifier for the communication session between the plurality of communication devices. ... Avaya Inc

03/02/17 / #20170063938

Generation of complete communication logs

Disclosed herein are systems, methods, and software to provide enhanced communication logs to user systems in a conferenced communication. In one example, a method of providing enhanced communication logs includes initiating a communication between at least two end user systems, and obtaining communication state information for the at least two end user systems. ... Avaya Inc

02/23/17 / #20170054852

System and method for estimated best path prediction

A method of responding to an incoming contact at a contact center includes receiving the incoming contact from a user device associated with a user; determining an attribute related to the user; and identifying historical contact interactions of the contact center that each have a respective attribute matching the attribute related to the user. Thus, based on the identified historical contact interactions, a next action associated with the contact can be predicted in order to provide dynamically modifying, during handling of the incoming contact, a default path for handling the incoming contact based on the predicted next action.. ... Avaya Inc

02/23/17 / #20170054851

System and method for agent driven system training

A method of routing contacts in a contact center includes receiving a registration from an agent of the contact center, wherein the registration identifies at least one attribute of a future contact the agent has an interest in receiving, receiving an incoming contact to the contact center; and identifying a context of the incoming contact comprising a plurality of contact attributes. Thus, it can be determined that the at least one attribute of the future contact matches at least one of the plurality of contact attributes; and whether the agent of the contact center is available to receive the incoming contact. ... Avaya Inc

02/23/17 / #20170054847

System and method for dynamic call traffic routing

A method of sending data to one of a plurality of geographically dispersed contact center service sites includes receiving a contact from a customer device; determining a context of the contact; and retrieving, by the server of the contact center, from a first context store, information based on the determined context of the contact. Accordingly, based on the determined context of the contact, a predicted particular service site from among the plurality of geographically dispersed contact center service sites can be identified so that the retrieved information can be sent to a storage location that is closer to the predicted particular service site than the contact center is.. ... Avaya Inc

02/23/17 / #20170054846

System and method for optimized callback

A method of establishing a connection with a user device associated with a user includes receiving a request from the user, the request related to a product or service and determining a context associated with the request. Accordingly, based on the determined context, one of a plurality of available communication modes can be determined and an agent device of the contact center can be connected with the user device via the determined one of the plurality of available communication modes.. ... Avaya Inc

02/23/17 / #20170054843

Failover announcements

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. ... Avaya Inc

02/23/17 / #20170054769

Webrtc call recording at the edge of an enterprise network

Embodiments disclosed herein provide systems and methods for recording webrtc communications at a network edge. In a particular embodiment a method provides, in an edge system of a communication network, receiving identification information that identifies a first endpoint and a second endpoint between which a first webrtc communication will be established. ... Avaya Inc

02/23/17 / #20170054768

System and method for free-form conference

A method of dynamically maintaining conference attributes during a conference includes conducting the conference according to a first set of conference attributes based on a first set of member terminals currently members of the conference and detecting during the conference that conference membership changes from the first set of member terminals to a second set of member terminals participating in the conference. Thus, a second set of conference attributes can be determined based on the second set of member terminals so that the conference can be dynamically changed so as to be conducted according to the second set of conference attributes rather than the first set of conference attributes.. ... Avaya Inc

02/23/17 / #20170054755

Secure policy manager

An event that changes the security of a communication session between communication endpoints is determined. The event that changes the security of the communication session between the communication endpoints occurs after the communication session is established. ... Avaya Inc

02/23/17 / #20170053303

System and method for dynamic temporary groups

A method for forming and disbanding dynamic temporary groups includes receiving a plurality of contacts at the facility, wherein each contact is associated with a respective user and a respective set of attributes; identifying a first subset of contacts which share a first common attribute; and dynamically forming a temporary group of contacts by determining a second common attribute shared by a second subset of the contacts, wherein the second subset of contacts is a smaller subset of the first subset of contacts. The method also includes identifying a related goods or service, based on the second common attribute, and presenting an offer for the related goods or services to the second subset of contacts and not to member contacts of the first subset that are not member contacts of the second subset of contacts.. ... Avaya Inc

02/16/17 / #20170048492

Disturbance detection in video communications

Embodiments disclosed herein provide systems, methods, and computer readable media for detecting disturbances in a media stream from a participant on a communication. In a particular embodiment, a method provides identifying disturbance criteria defining a plurality of audible disturbances, a plurality of visual disturbances, and a plurality of communication disturbances. ... Avaya Inc

02/16/17 / #20170048275

Security and retention tagging

Media files are often tagged, such as by xml or other tagging paradigms, in order to indicate aspects of certain portions of the media file. Disclosed herein, security policy tagging is provided that supports a logically nested or hierarchical structure. ... Avaya Inc

02/16/17 / #20170048172

Cloud-based universal collaborative messaging system and method

Methods, devices, and systems are provided for converting messages received from different sources into a universal file management system format managed by a central server. Each message may be sent from a sender to at least one recipient in a communication system. ... Avaya Inc

02/09/17 / #20170041730

Social media processing with three-dimensional audio

According to one embodiment, the grouping and arrangement of sound sources within a three-dimensional sound space can be based on attributes of the sound source. The content presented in the three-dimensional sound space can comprise social media content. ... Avaya Inc

02/09/17 / #20170041289

Management for communication ports

When an application is installed, a list of one or more communication ports used by the application is received. In addition, a list of communication ports that are currently open in a firewall is received. ... Avaya Inc

02/09/17 / #20170040028

Security surveillance via three-dimensional audio space presentation

Embodiments are directed to using a three-dimensional sound space to analyze security surveillance information. According to one embodiment, the three-dimensional sound space can comprise part of a security surveillance system in which sound sources related to security surveillance information can be presented and a user can efficiently navigate even a large number of sound sources in the three-dimensional sound space. ... Avaya Inc

02/09/17 / #20170038943

Three-dimensional generalized space

According to one embodiment, audio and non-audio data can be represented as sound sources in a three-dimensional sound space adapted to also provide visual data. Non-audio data can be associated with audio sound sources presented in the sound space. ... Avaya Inc

02/02/17 / #20170034872

Network-connected access point with environmental sensor, and related components, systems, and methods

A network-connected access point is disclosed having a network access transceiver configured to provide access to a network for computing devices in communication therewith. The network access point also comprises one or more environmental sensors each configured to determine at least one environmental characteristic value that quantifies an environmental characteristic at a location distant from the network access point. ... Avaya Inc

02/02/17 / #20170034680

Covert transmission of an assistance request message from a wearable device

Methods and apparatuses for covert transmission of an assistance request message from a wearable computing device are disclosed. In one embodiment, a wearable computing device receives a covert input and transmits a corresponding assistance request message without presenting an indication that such a request message is being, or has been, transmitted. ... Avaya Inc

02/02/17 / #20170034651

Network-connected semi-fixed location telephone with environmental sensor, and related components, systems, and methods

A network-connected semi-fixed location telephone is disclosed having a network access transceiver configured to provide access to a network for computing devices in communication therewith. The network-connected semi-fixed location telephone also comprises one or more environmental sensors each configured to determine at least one environmental characteristic value that quantifies an environmental characteristic at a location outside the network-connected semi-fixed location telephone. ... Avaya Inc








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