公开(公告)号：JP2010282613A

公开(公告)日：2010-12-16

申请号：JP2010109359

申请日：2010-05-11

Applicant: Avaya Inc ,  アバイア インク.

Inventor： BLAND MICHAEL ALAN ,  BURGIN DANIEL K

IPC: G06Q10/00 ,  G06F17/30

CPC classification number: H04L51/02 ,  H04L51/12 ,  H04L51/14 ,  H04L51/26 ,  H04L51/32 ,  H04L51/36

Abstract: PROBLEM TO BE SOLVED: To provide a method of making a response to complaints on the Internet. SOLUTION: The method includes steps of: (A) receiving and aggregating a plurality of messages that are posted on the Internet, the messages being received from at least two different sources, being received based on an identification of one or more predefined terms, and being one or more message types; (B) filtering the messages; (C) analyzing, with the cooperation of one or more of a processor and analysis module, the content of the messages; and (D), based on the analysis, performing one or more of (D1) automatically responding to one or more of the messages, (D2) forwarding one or more of the messages to a customer service agent, (D3) and logging an indication of any action taken in response to the steps (A), (B) and (C). COPYRIGHT: (C)2011,JPO&INPIT

Abstract translation: 要解决的问题：提供一种对互联网投诉作出回应的方法。 解决方案：该方法包括以下步骤：（A）接收和聚合在因特网上发布的多个消息，从至少两个不同的源接收的消息是基于一个或多个预定义的 术语，并且是一个或多个消息类型; （B）过滤消息; （C）在一个或多个处理器和分析模块的协作下分析消息的内容; 和（D），基于所述分析，执行（D1）自动响应所述消息中的一个或多个的一个或多个（D2）将一个或多个消息转发给客户服务代理，（D3）并登录 指示响应于步骤（A），（B）和（C）所采取的任何行动。 版权所有（C）2011，JPO＆INPIT

公开(公告)号：JP2010263624A

公开(公告)日：2010-11-18

申请号：JP2010104819

申请日：2010-04-30

Applicant: Avaya Inc ,  アバイア インク.

Inventor： FARWELL CHARLES ,  GILLESPIE DON ,  GRIMES CLIFF ,  HENDRICK SCOTT ,  HUH WON ,  KAYE TIM ,  MITCHELL ROBERT ,  MORROW TED ,  NOIROT TAMARA JO ,  SCHMIDT NANCY ,  WINDHAUSEN RICK

IPC: H04L12/24

CPC classification number: H04L65/1043 ,  H04L12/66 ,  H04L65/1046 ,  H04L65/1073

Abstract: PROBLEM TO BE SOLVED: To provide a method to block split telephone and gateway registration. SOLUTION: A method includes: a step (a) of determining that a survivable gatekeeper, after allocating a main gatekeeper to a predetermined network region, becomes active; and a step (b) of deleting registration of at least either of a gateway and an endpoint allocated to the predetermined network region from the main gatekeeper in response to the determination, or of blocking the registration of the at least either of the gateway and the endpoint to the main gatekeeper. COPYRIGHT: (C)2011,JPO&INPIT

Abstract translation: 要解决的问题：提供一种阻止拆分电话和网关注册的方法。 解决方案：一种方法包括：步骤（a），在将主守门员分配给预定网络区域之后，确定生存的守门员变为活动; 以及步骤（b），响应于所述确定，删除从所述主网守分配给所述预定网络区域的网关和端点中的至少一个的注册，或者阻止所述网关和所述网关中的至少一个的注册 端点到主要看门人。 版权所有（C）2011，JPO＆INPIT

公开(公告)号：JP2010244513A

公开(公告)日：2010-10-28

申请号：JP2009226194

申请日：2009-09-30

Applicant: Avaya Inc ,  アバイア インク.

Inventor： BURRITT DAVID ,  MCNEARNY CARLA ,  TOENNIS ROGER

IPC: G06Q50/00

CPC classification number: G06Q30/02 ,  G06Q50/01

Abstract: PROBLEM TO BE SOLVED: To interface business organization databases with databases of social network services. SOLUTION: A method includes the steps: (a) receiving, by a service provider, a request from an organization requester for one or more potential collaborators in a determined subject matter area; (b) accessing, by the service provider, one or more profiles maintained by one or more social network services; (c) selecting, by the service provider, a subset of individuals described in the accessed profiles as being of potential interest to the requester; and (d) providing, by the service provider, to the requester information describing the members of the subset of individuals. COPYRIGHT: (C)2011,JPO&INPIT

Abstract translation: 要解决的问题：将业务组织数据库与社交网络服务数据库相连接。 解决方案：一种方法包括以下步骤：（a）由服务提供商接收来自组织请求者对于确定的主题领域中的一个或多个潜在协作者的请求; （b）由服务提供商访问由一个或多个社交网络服务维护的一个或多个简档; （c）由服务提供商选择所访问的简档中描述的对请求者具有潜在兴趣的个人的子集; 以及（d）由服务提供者向请求者提供描述个人子集成员的信息。 版权所有（C）2011，JPO＆INPIT

公开(公告)号：JP2010226718A

公开(公告)日：2010-10-07

申请号：JP2010065300

申请日：2010-03-20

Applicant: Avaya Inc ,  アバイア インク.

Inventor： CHAVEZ DAVID L ,  HARDOUIN LARRY J

IPC: H04M11/00 ,  H04L12/56

CPC classification number: H04L65/1069 ,  H04L65/1006

Abstract: PROBLEM TO BE SOLVED: To provide context information relating to participants to a communications session. SOLUTION: A method for distributing context information includes the steps of initiating a first communications session (A); specifying a second participant to the first communications session (B), responding to step (A); and transmitting the information relating to the second party, in response to step (B); and a communication device relating to a first party to the first communications session (C). Step (C) includes step (C1) of inserting the information relating to the second party into a data stream message relating to the first communications session. COPYRIGHT: (C)2011,JPO&INPIT

Abstract translation: 要解决的问题：提供与参与者相关的上下文信息到通信会话。 解决方案：一种用于分发上下文信息的方法包括启动第一通信会话（A）的步骤; 响应于步骤（A），指定第一通信会话（B）的第二参与者; 以及响应于步骤（B）发送与所述第二方有关的信息; 以及与第一通信会话（C）的第一方有关的通信设备。 步骤（C）包括将与第二方相关的信息插入到与第一通信会话相关的数据流消息中的步骤（C1）。 版权所有（C）2011，JPO＆INPIT

公开(公告)号：JP2010226717A

公开(公告)日：2010-10-07

申请号：JP2010063553

申请日：2010-03-19

Applicant: Avaya Inc ,  アバイア インク.

Inventor： CHAVEZ DAVID L ,  HARDOUIN LARRY J

IPC: H04L12/56 ,  H04M11/00

CPC classification number: H04L65/1016 ,  H04L65/1006 ,  H04L65/1069 ,  H04L67/14 ,  H04M3/2218 ,  H04M3/42 ,  H04M3/42221 ,  H04M3/42314 ,  H04M2201/60 ,  H04M2203/2072

Abstract: PROBLEM TO BE SOLVED: To execute an application identified by a variable after an end of a communication session.
SOLUTION: A method for starting a process includes: (A) a step of identifying at least a first variable relating to a first communication session; (B) a step of deciding a first process to be started in accordance with the above (A) step; (C) a step of detecting an end of the first communication session; and (D) a step of starting the first process in response to the above (C) step.
COPYRIGHT: (C)2011,JPO&INPIT

Abstract translation: 要解决的问题：在通信会话结束之后执行由变量标识的应用。 解决方案：一种启动过程的方法包括：（A）至少识别与第一通信会话有关的第一变量的步骤; （B）根据上述（A）步骤决定开始的第一处理的步骤; （C）检测第一通信会话的结束的步骤; 和（D）响应于上述（C）步骤开始第一工序的步骤。 版权所有（C）2011，JPO＆INPIT

公开(公告)号：JP2010141930A

公开(公告)日：2010-06-24

申请号：JP2010053084

申请日：2010-03-10

Applicant: Avaya Inc ,  アバイア インコーポレーテッド

Inventor： ERHART GEORGE W ,  SKIBA DAVID J ,  KRISHNASWAMY VENKATESH ,  SETHI RAVI ,  MATULA VALENTINE C

IPC: H04M3/51 ,  H04M3/50

CPC classification number: H04M3/523 ,  H04M3/42059 ,  H04M3/42323 ,  H04M3/5183 ,  H04M3/5237 ,  H04M2201/38

Abstract: PROBLEM TO BE SOLVED: To provide a method for synchronizing a voice signal with a screen image for a call recipient without some of costs, defects, and limits in various technologies of prior art.
SOLUTION: Based on an infrastructure of a session start protocol (or "SIP"), call delivery and transfer is performed for an agent relating to a call center system or a contact center system. A server base system is used together with call delivery based on the SIP to replace a structure of part of a desk top and agent computer/telephone integration and provide first-person call control. Customer-related information is buried in the call transfer itself, and as a result of this, display of the customer-related information is performed on a remote communication terminal of the agent at the same time the call arrives.
COPYRIGHT: (C)2010,JPO&INPIT

Abstract translation: 要解决的问题：提供一种用于使话音信号与用于呼叫接收者的屏幕图像同步的方法，而无需在现有技术的各种技术中的一些成本，缺陷和限制。 解决方案：基于会话启动协议（或“SIP”）的基础设施，对与呼叫中心系统或联络中心系统有关的代理进行呼叫传送和传送。 服务器基础系统与基于SIP的呼叫传送一起使用，以替代桌面的一部分和代理计算机/电话集成的结构，并提供第一人称呼控制。 客户相关信息被埋在呼叫转移本身中，作为结果，在呼叫到达的同时，在代理的远程通信终端上执行客户相关信息的显示。 版权所有（C）2010，JPO＆INPIT

公开(公告)号：JP2010088094A

公开(公告)日：2010-04-15

申请号：JP2008319175

申请日：2008-12-16

Applicant: Avaya Inc ,  アバイア インク.

Inventor： GILBERT EZRA RAPHAEL ,  GILAKATTULA VENKAT R

IPC: H04M3/00 ,  H04M11/00

CPC classification number: H04L61/1529 ,  H04L29/12094 ,  H04L29/12132 ,  H04L61/1552 ,  H04L65/105 ,  H04M7/0075

Abstract: PROBLEM TO BE SOLVED: To solve inconvenience of a conventional communication network by improving a design and an operating method of the conventional communication network without an additional cost.
SOLUTION: When a caller's telecommunication terminal does not know the address of a called party's telecommunication terminal, the caller's telecommunication terminal contacts one Session-Initiation-Protocol Proxy server, and contacts another until the address of the called party's telecommunication terminal is found. Then, the Session-Initiation-Protocol Proxy servers that do not have the address of the called party's telecommunication terminal are made to store the address information for future use.
COPYRIGHT: (C)2010,JPO&INPIT

Abstract translation: 要解决的问题：通过改进常规通信网络的设计和操作方法而不需要额外的成本来解决传统通信网络的不便。

解决方案：当主叫的电信终端不知道被叫方的电信终端的地址时，呼叫者的电信终端接触一个会话发起协议代理服务器，并与另一个会话初始协议代理服务器联系，直到找到被叫方的电信终端的地址 。 然后，使没有被叫方电信终端地址的会话发起协议代理服务器存储地址信息以备将来使用。 版权所有（C）2010，JPO＆INPIT

公开(公告)号：JP2010041726A

公开(公告)日：2010-02-18

申请号：JP2009181153

申请日：2009-08-04

Applicant: Avaya Inc ,  アバイア インコーポレーテッド

Inventor： HILL DEBORAH ,  KIEFHABER SARAH H ,  KOHLER JOYLEE E ,  SOBUS KATHERINE A ,  THOMSON RODNEY A

IPC: H04M3/523 ,  H04M3/42 ,  H04W4/02

CPC classification number: H04M3/523 ,  G06Q30/016 ,  G06Q30/02 ,  H04L67/18 ,  H04L67/24 ,  H04M2242/30 ,  H04W4/02

Abstract: PROBLEM TO BE SOLVED: To provide a contact center that can service customers on premises via a mobile kiosk. SOLUTION: The mobile kiosk may be carried by a customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that quality-enhanced customer service can be provided through interfacing with an enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact. COPYRIGHT: (C)2010,JPO&INPIT

Abstract translation: 要解决的问题：提供一个可通过移动信息亭在房屋内为客户提供服务的联络中心。

解决方案：移动信息亭可由客户或现场客户服务代表携带。 移动信息亭可以在联络中心联系人队列中排队，使得可以通过与企业数据库，供应商数据库接口以及向客户联系人分配适当技术的联络中心代理来提供质量增强的客户服务。 版权所有（C）2010，JPO＆INPIT

公开(公告)号：JP2009118487A

公开(公告)日：2009-05-28

申请号：JP2008284948

申请日：2008-11-06

Applicant: Avaya Inc ,  アバイア インコーポレーテッド

Inventor： DENBY LORRAINE ,  DIETHORN ERIC J ,  MELOCHE JEAN ,  RAO BALAJI SATHYANARAYANA

IPC: H04M3/00

CPC classification number: H04L41/145 ,  H04L43/0852 ,  H04L43/106

Abstract: PROBLEM TO BE SOLVED: To provide a technology for monitoring and analyzing a network.
SOLUTION: A network state capture and reproduction technology captures measurement data characterizing network states at a given time between first and second endpoint devices of the network, and utilizes the captured measurement data in a network impairment device to reproduce the network states at a later time and possibly in a different place.
COPYRIGHT: (C)2009,JPO&INPIT

Abstract translation: 要解决的问题：提供一种监控和分析网络的技术。 解决方案：网络状态捕获和再现技术捕获在网络的第一和第二端点设备之间的给定时间表征网络状态的测量数据，并且利用网络损伤设备中捕获的测量数据来再现网络状态 以后的时间可能在不同的地方。 版权所有（C）2009，JPO＆INPIT

公开(公告)号：JP2009037616A

公开(公告)日：2009-02-19

申请号：JP2008194375

申请日：2008-07-29

Applicant: Avaya Inc ,  アバイア インク.

Inventor： BENTLEY JON LOUIS ,  KRISHNAKUMAR ANJUR SUNDARESAN ,  WEISS DAVID MANDEL

IPC: G06Q10/00 ,  G06F21/20

CPC classification number: H04L63/08

Abstract: PROBLEM TO BE SOLVED: To provide a method which chooses peer to authenticate a user. SOLUTION: A data-processing system (e.g., a server, a desktop computer, etc.) selects a peer dynamically at authentication time, rather than in an a priori fashion, as in the prior art. In particular, a peer is selected from a non-empty set of candidates based on one or more of the following dynamic properties: the current geo-location of the user U to be authenticated, the current geo-locations of the candidates, the current time, the contents of one or more directories (e.g., a telephone directory, an organizational directory, etc.), the contents of one or more call logs, and the candidates' schedules. COPYRIGHT: (C)2009,JPO&INPIT

Abstract translation: 要解决的问题：提供一种选择对等体来认证用户的方法。 解决方案：数据处理系统（例如，服务器，台式计算机等）在认证时间而不是先验方式动态地选择对等体，如现有技术中那样。 特别地，基于以下动态属性中的一个或多个从非空集合候选中选择对等体：待认证的用户U的当前地理位置，候选的当前地理位置，当前的当前地理位置 时间，一个或多个目录（例如，电话簿，组织目录等）的内容，一个或多个呼叫记录的内容和候选人的日程表。 版权所有（C）2009，JPO＆INPIT