Avaya Inc.

Avaya Management L.p.

Dara Geary

Neil O'Connor

Tony McCormack

Paul D'Arcy

Adrian Ryan

Edel Kelly

Patrick Crowley

Shane Kelly

Eoghan O'Hare

Tommy Morris

William Meaney

A method for participating in a virtually-attended meeting including: determining that a user is virtually attending a meeting; monitoring the virtually-attended meeting for a triggering event; detecting an occurrence of the triggering event; determining whether to send a high-level notification to the user; capturing a portion of the virtually-attended meeting; and sending the high-level notification. Also disclosed is a method where the high-level notification is sent to a second user along with a message from the first user about how to respond to the notification. Also disclosed is a corresponding system.

Virtual meeting participation

Managing occupancy of agents in a multi-channel contact center includes receiving an incoming contact assignable to a plurality of agents of the contact center; determining a respective availability score for each of the plurality of agents according to an agent selection strategy; and associating a respective weighting factor with each of the plurality of agents. Additionally, a respective adjusted availability score is calculated for each of the plurality of agents based on the associated respective weighting factor and the respective availability score; and the incoming contact is routed to one of the plurality of agents based on the adjusted availability scores. The described weighting strategies are particularly beneficial when applying the weighting factor across multiple channels (or media types), where each channel has its own demands.

Managing agent occupancy in an omni-channel environment

System and method to provide customer feedback in a telephone call between a customer and a contact center, the method comprising: monitoring an audio media stream from the customer in the telephone call, detecting a dual tone multi frequency (DTMF) feedback code within the monitored media stream, and assigning a feedback rating from the detected feedback code.

Efficient mechanism for customer feedback from a voice call

Tracking a status of an ongoing call includes monitoring, by a computer of a contact center, the ongoing call that is connected with a human agent and that originated from a provider network and determining when an automated agent instead of the human agent is connected with the ongoing call. The computer of the contact center can then send a first message to the provider network, wherein the first message comprises first data indicative that the automated agent instead of the human agent is connected with the ongoing call.

System and method for tracking call billing

A service level controlling system for a contact center is provided. The service level controlling system includes a monitoring module for monitoring predetermined operation statistics, such as call traffic, in the contact center. The service level controlling system further includes a publishing module for publishing pre-configured solutions to each of agents in the contact center based upon at least one of the monitored predetermined operation statistics falling outside a predetermined range. The service level controlling system further includes a controlling module for automatically bringing the at least one of the monitored predetermined operation statistics within the predetermined range based upon execution of the pre-configured solutions selected by the agents.

System and method for managing a contact center

Embodiments of the present invention may enable a user of an electronic device to setup a game-based environment within the electronic device that can be used as an authentication platform to prevent access by illegitimate or unauthorized users. The communication device may include a display screen, a processor, and a memory coupled to the processor. The memory may include a database and an instruction set. The database may store pre-defined access patterns that can be used in the authentication process. Further, the instruction set may include instructions executable by the processor to monitor inputs made by a new user in the game based environment. Furthermore, the instructions executable by the processor may match the inputs of the new user with the pre-defined access patterns to check the authentication of a new user.

Growing community of inventors

Galway, Ireland

Dara Geary