Avaya Inc.

Avaya Management L.p.

Jibin George

Sandeep Goynar

Harsimran Jeet Singh

Salil Dhawan

Pushkar Yashavant Deole

Kiran Barhate

Valentine C Matula

John A Young

Darren Holmes

Rakesh Kadu

Srikant Ranjan Swain

Dinesh Sonawane

Susil Kumar Behera

The technology disclosed herein enables user guidance from gaze information obtained while viewing a webpage. In a particular embodiment, a method includes, during a communication session between a first endpoint operated by a first user and a second endpoint operated by a second user, receiving gaze information indicating a location where the second user is looking relative to a webpage being presented to the second user at the second endpoint. The method further includes determining that the second user has been looking at the location for longer than a threshold amount of time. In response to determining that the second user has been looking at the location for longer than the threshold amount of time, the method includes notifying the first user about the location. Notifying the first user includes a suggestion of a resolution from a previous communication session that achieved positive results.

User guidance from gaze information during a communication session while viewing a webpage

Co-browsing sessions allow an agent to see inputs of a user and assist the user in completing a task associated with the inputs, such as completing a form on an application or website. Agents may see the information provided by the user, unless that information is sensitive (e.g., social security number, account number, password, etc.), in which case the information is blocked. However, humans will make mistakes for any number of reasons. When that mistake is the providing of sensitive information in a non-sensitive field, systems and methods are provided to block such information, even when provided into a field not designated for sensitive information (e.g., city of residence). As a result, sensitive information may be entered during a co-browsing session, into a field by mistake, and not expose the information to the agent.

System and method to safeguarding sensitive information in cobrowsing session

Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queuing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.

Interaction based suitable channel selection for queued customers

The technology disclosed herein enables user guidance from gaze information obtained during a communication session while viewing a webpage. In a particular embodiment, a method includes, during a communication session between a first endpoint operated by a first user and a second endpoint operated by a second user, receiving gaze information indicating a location where the second user is looking relative to a webpage being presented to the second user at the second endpoint. The method further includes determining that the second user has been looking at the location for longer than a threshold amount of time. In response to determining that the second user has been looking at the location for longer than the threshold amount of time, the method includes notifying the first user about the second location.

Multiple vendors often contribute a portion of their hardware and/or software to a customer to enable a particular feature. When issues occur, a contact center for more than one vendor may be required to perform an action in order to identify a resolution to the issue and apply the resolution. By coordinating multiple contact centers with smart contracts via a distributed leger, rules may be developed for the creation of blocks for notifications, escalations, tasks, and other actions or informational notifications to resolve the issue. Additionally, the blockchain may serve as a permanent record provide a history of actions taken, by whom, and when.

Connecting contact center resources using DLT for IOT solutions

Electronic conferences are a common method of conducting a meeting when the participants are not at the same location. When a conference drops a portion of the audio, such carrying speech from a speaker, participants may be excluded from the full content of the conference. By having a device associated with a speaking participant convey both audio and generated text from the speech provided by the speaking participant, a server may be able to determine that speech is missing from the audio portion and automatically insert text content. As a result, poor audio quality may be mitigated with text and omitting unwanted text when the audio quality is sufficient.

Fault detection and management in a real-time communication

Users often have multiple resource (e.g., devices, accounts, authorizations, permissions, etc.) that utilize or leverage a credential that may become compromised. A stolen mobile device may allow unauthorized access to the device to make and receive calls and potentially expose other resources (e.g., emails, text messages, accounts, etc.). Maintaining all these accounts is cumbersome and error prone. Having a ledger indicating resources that are blocked is provided. Copies of the ledger are maintained by other entities and updates exchanged therebetween. As a result, parties can be quickly notified when a resource should be blocked, or unblocked, if blocking is no longer warranted.

Single point secured mechanism to disable and enable the access to all user associated entities

The technology disclosed herein enables a call to be immediately reconnected to the same agent of a contact center after the agent has been disconnected while the caller remains connected to the contact center. A method provides determining that a first agent system, operated by a first agent of the contact center, has been disconnected from a communication session between the first agent system and a first caller system, operated by a first caller, due to a non-recoverable error. The first caller system remains connected to the contact center. The method further provides generating identification information that identifies the communication session and generating a link to join the communication session that includes the identification information. The method also provides transferring the link to a second agent system operated by the first agent. The second agent system is connected to the communication session when the second agent system follows the link.

Immediate call reconnection to a user of a disconnected client system

Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queueing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.

Agents in a contact center are often connected to communications (e.g., calls, real-time text chats) automatically and without human intervention. By analyzing the communication and/or a history associated with the customer on the communication, an auto-answer delay may be determined that is better able to provide the agent with sufficient time to prepare for the communication. The auto-answer delay may be determined as a variation from a default auto-answer delay.

Interaction determined auto-answer time

Immediate call reconnection to the same agent in a contact center

Placing calls in a non-disturbing manner that includes receiving, by a communication server from a caller endpoint device, a request to place a call to a called endpoint device, wherein the request comprises an indication that the called endpoint device is to be notified about the call in a non-disturbing manner. The communication server also receives from the caller endpoint device, a time period for which a user of the caller endpoint device is available to receive a callback from the called endpoint device, a context associated with the call. Then, the communication server can forward to the called endpoint device, the call, wherein the call includes the time period and the context associated with the call.

Systems and methods for placing calls in a non-disturbing manner

The technology disclosed herein enables a call to be immediately reconnected to an agent of a contact center after the agent has been disconnected. In a particular embodiment, a method provides, determining that a first agent system, operated by a first agent of a plurality of agents for the contact center, has been disconnected from a call between the first agent system and a first caller system operated by a first caller. The first caller system remains connected to the contact center. If the first agent system was disconnected due to a recoverable error, the method provides reconnecting the call to the first agent system once the first agent system has recovered. If the first agent system was disconnected due to a non-recoverable error, the method provides prioritizing the reconnection of the call to another one of the plurality of agents.

Immediate reconnection of a call to an agent in a contact center

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. The callee then receives the call, such as by answering, caller identifier display, etc., and may wish to return the call. The callee then places a call to the group, rather than the individual who placed the call, which is then routed to members of the group. Any member of the group may then answer the call, thus avoiding issues associated with the originating caller being unavailable when any member of the group could address the purpose of the call. Additionally, status information may be automatically provided to allow group members to receive activity notification for calls to and/or from the group. For example, an indication that a call to an individual was placed on behalf of the group and, optionally, the status (e.g., answered, voicemail, etc.) of the call.

Outbound internal calls initiated on behalf of a group of users

A contact center is described along with various methods and mechanisms for administering the same. Methods are provided that detect a communications channel loss in a communication between a customer and a resource of a contact center. The method determines when the communications channel loss occurred. When the communications loss occurs prior to an objective of the customer being resolved the method reserves an incoming communication route for the customer to call back and reach the same resource when the call back is made in a predetermined and limited amount of time.

Growing community of inventors

Pune, India

Jibin George