Avaya Inc.

Jeffrey G Gartner

Colm Smyth

Humphrey D Chen

Ramanujan Kashi

Jason G Tanabe

Marc Saunders

Bryan Katz

Bansidhar Arvind Deshpande

Nathan L Peacock

Joel Silverman

Glenn Lidstone

Kevin Cornwall

The illustrative embodiment describes a system that manages the energy usage of a user's appliance based on: (i) the user's location, and (ii) the user's 'presence information.' The 'presence information' of a user is defined as a status indicator that includes, but is not limited to: the ability and willingness of a user to communicate and a user's mood. For example, when a user is lonely and at work, the office door should open, but when the user is not lonely and at work, the user's instant messages should be shut off. The illustrative embodiment comprises: an appliance; and an energy-usage controller for de-activating an energy-consuming element of the appliance based on presence information of a user of the appliance.

Presence-based power management

Described are embodiments for providing real time feedback during communication between a customer and a contact center agent to allow a bad customer experience to be mitigated. Embodiments include a system that can identify and mitigate issues that may arise during the communication between the customer and the customer agent including a customer agent's performance, escalation to a supervisor, materials shared with the customer, wait time experience and/or other aspects of the communication. The feedback is provided while the customer and agent are still communicating. The feedback is linked to the specific session and agent. If an issue is identified, steps are taken to mitigate the issue.

Real-time customer feedback

The middleware presented herein maps a plurality of application user interfaces to a single user experience (i.e. user interface) so that a user is more comfortable with how information is presented. The middleware maps key elements of an original user interface into a standard user interface on a user's device. When a user interface is mapped, information or data is taken from the original user interface and is reconfigured to create the standard user interface displayed to the user. In embodiments, the middleware receives data associated with a user interface for an application, interprets the received data, parses the data, translates the parsed data by determining the correct template map and mapping the parsed data to a standard user interface, and configures the standard user interface with the translated data.

Context and application aware selectors

A method is disclosed that enables the monitoring of a diverse set of both real-time and non-real-time communication streams, as well as the aggregation of information related to those streams into a collective dialog. A server of the illustrative embodiment continually performs an aggregation of events that are related to media streams, applications, and presenter and participant actions, into a particular scope of communication. Index entries, which are indicia to events, are created by things that presenters and participants are doing already, such as posting a meeting agenda inviting participants, posting a presentation or document, transitioning from one slide or page to another, participants speaking alternately during a meeting or presentation, and so forth. The server uses the indicia to then perform processing across information flows associated with the communication streams.

Aggregation of multiple information flows with index processing

A method that allows a user to have his or her telecommunications terminal automatically monitor one or more teleconferences so that he or she participates in the relevant portions of a teleconference without the disadvantages associated with the prior art is described. The illustrative embodiment teaches a method that can monitor one or more teleconferences and determines when there is a discussion that is relevant to the user. At that point, the user is automatically joined to the teleconference bridge where the teleconference is taking place.

Teleconferencing monitoring method

A method is disclosed which allows an invitee to a conference call, who is not present on at least part of the call, to have the call monitored in his or her absence. The invitee is offered the opportunity to review, ahead of the call, one or more electronic documents that are pertinent to the call. The invitee can specify one or more pointers for the purpose of identifying positions that correspond to portions of the document that are relevant to the invitee. When a relevant portion of an electronic document has been reached or is soon to be reached during the call, a message is transmitted to the absent invitee. Additionally, the invitee can annotate slides or portions of an electronic document with comments that he or she wants addressed during the conference call. A message is subsequently transmitted to the invitee, providing responses to the comments left earlier.

Teleconference monitoring and alerting method

An email server receives an email. The email has a list of email addresses that includes the sender email address and the recipient addresses. The email is then sent to the recipients. An indication associated with one of the email addresses, such as the email address is invalid, the email address is for an incorrect recipient, the recipient does not want to receive responses to the email, and the like, is received. In response to the indication, responses to the email are filtered by not sending the response to an email address in the list of email addresses. Other features allow the recipient to identify a correct recipient of email. Also, if an email address was sent with an invalid address, based on a non-delivery report, the invalid address can be removed from responses to the email. The above systems can also be implemented between domains and with peer-to-peer clients.

Removing or correcting email recipients from an email chain

The present invention comprises a method for hosting: (i) a first conference call on a first teleconferencing bridge from time tto time t, and (ii) a second conference call on the first teleconferencing bridge from time tto time t. When a teleconferencing manager receives a request from a telecommunications terminal at time tto connect to the second conference call, the teleconferencing manager determines whether the request received at time tis greater than or less than time t. If the request received at time tfrom the telecommunications terminal is greater than time t, then the telecommunications terminal is connected to the first teleconferencing bridge. On the other hand, if the request from the telecommunications terminal received at time tis less than time t, then the telecommunications terminal is connected to a third conference call on a second teleconferencing bridge.

Conference waiting room method and apparatus

An external network is crawled (searched) to identify issues that may exist in the external network. Once an issue is identified, internal networks are crawled to determine one or more experts on the issue. A social network of the one or more experts is created. This way, the experts can quickly address the issue. As part of the creation of the social network, a template can be created that contains the issue, sub-issues associated with the issue, a ranking of the issues/sub-issues, and a form that allows the experts to interact and address the issue/sub-issues. In addition, the identified experts can be refined based on their availability to address the issue. The template can provide the ability to respond to users of the external networks in a manner consistent with the external networks.

Creation of ad hoc social networks based on issue identification

Conference participant finder methods and apparatuses are provided. The conference participant finder maintains a record of expected conference participants. After the scheduled start time of a conference, expected conference participants are automatically contacted and reminded to join the conference. The contact address used to contact an expected conference participant can be obtained with reference to presence information. In addition, information regarding the status of conference participants can be displayed to a conference host.

Conference participant finder method and apparatus

A teleconference system that monitors the activity levels of one or more attendees of a teleconference and, based on that monitoring, provides information about attendees who are active participants and attendees who are passive listeners. The information includes evaluative feedback or a conference roster that is ordered based on the activity levels of the attendees, or both. Furthermore, the teleconference system takes into account that the potential invitees to a teleconference being scheduled can be different from one another in terms of their importance to a teleconference being scheduled, or in terms of the relevance of the teleconference to those invitees. The system is also able to consider the activity levels that are reported for a teleconference in progress when the system schedules a new teleconference.

Teleconference scheduling and activity reporting method

A method of enabling a user of an instant messaging client to forward an audio recording to another person via his or her instant messaging client is disclosed. The recipient's instant messaging client then inquires whether the recipient would like to hear the audio recording immediately. If the recipient answers yes, then the audio recording is played for the recipient through the instant messaging client. In contrast, if the user answers no, or is 'unavailable,' or does not answer at all, the instant messaging client forwards the audio recording a voice mailbox associated with the recipient for later retrieval in well-known fashion via a telephone. This invention is particularly advantageous when the recipient is engaged in a telephone call when the audio recording arrives because it enables the recipient to hear the message immediately and without having to access the voice mail system while engaged in call.

Growing community of inventors

Hopewell Junction, NY, United States of America

Jeffrey G Gartner