Avaya Inc.

Avaya Technology LLC

Avay Inc.

Joel M Ezell

Gordon Richards Brunson

Harsh V Mendiratta

Mehmet Balasaygun

John H Yoakum

Kurt H Haserodt

Robert E Braudes

Stephen R Durney

Neil O'Connor

Pushkar Yashavant Deole

Manish Chatterjee

Amit Mishra

Frank John Boyle

David L Chavez

Norman W Petty

Alan Bernard Johnston

Biswajyoti Pal

Michael James Krack

Kundan Singh

Thorsten Ohrstrom Sandgren

Eric Cooper

Ananda Hp

Geoff Baskwill

Vipul Rastogi

David Shutt

Anthony J Alecci

Ming Hou

William Thomas Walker

Stephen R Whynot

Timothy Ian Ross

Seamus Hayes

Douglas A Spencer

Chandra Mouli Ravipati

Tibor Lukac

Andrew Zmolek

Rifaat Shekh-Yusef

Jason G Tanabe

Raghurama Bhat

Stephen Andrew Baker

Vivekananda Velamala

Don Gillespie

Sreekanth Subrahmanya Nemani

Mohan Vinayak Phadnis

Manish Gaur

Sanjog Kotnis

Zlatan Dedic

Thorsten Ohrstrom-Sandgren

Anand Padhye

Milos Pujić

Mahesh Narasimhan

Owen D Williams

Richard J Pennenga

Ian Evans

Gethin Liddell

Sumit Bijwe

Isaac K Eyeson

Douglas Richards

David Aherns

Michael Jonathan Herman

Ronald Samuel Roehrig

Amit Bijwe

Peter Barrett

Chris Boulton

Seung Bong (Stephen) Han

Wayne A Zakowski

John S Helton

Frank Boyle

Hersh V Mendiratta

Communication servers hosting interactions between requesting devices and resources may require load sheading or maintenance and, as a result, be placed in Deny New Service (DNS) mode, whereby a subsequent session request is refused while existing sessions continue until concluded. However, an interaction comprising an existing session may be supplemented by a subsequent session, often utilizing a different application layer implementation. By providing the requesting device with an interaction identifier, a subsequent session made after the server has been placed in DNS mode, may be accepted and associated with the same resource associated with the existing session.

Communication session addition via a host in deny new service mode

Embodiments disclosed herein provide systems and methods for quarantining communications at a network edge by routing traffic through a specialized network edge system. In a particular embodiment a method provides, identifying criteria indicating whether certain network traffic should be handled by the specialized network edge system. The method further provides receiving first information about first network traffic received at a first network edge system for a communication network. In response to determining, based on the first information, that the first network traffic satisfies the criteria, the method provides routing the first network traffic through the specialized network edge system.

Quarantined communications processing at a network edge

To allow the multiple communication endpoints that support different protocols to communicate, a protocol specific message (e.g., a SIP INVITE message) is converted to a protocol neutral message and sent to a protocol neutral bus. The bus delivers this message to a session processing engine, which then applies one or more rules to the protocol neutral request for the first communication session message. The rules are used to apply communication application logic to the first communication session message, then generate a first offer for a communication session message. This message is published to the protocol neutral bus. One or more edge servers supporting one or more protocols may receive that first offer message. The protocol neutral message is converted, by each edge server recipient of that message, to a protocol specific message (e.g., in a different protocol) and is then sent to one or more communication endpoints.

Event-based multiprotocol communication session distribution

A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a message is sent to the communication endpoint that indicates the communication session has been placed on hold. In response to the message, the communication endpoint may initiate a second media stream, such as to play personal media while the communication session is on hold. The second media stream may be a local media file or a remote media file, such as an internet radio station. In response to determining that the communication session is taken off hold, a second message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.

Personalized wait treatment during interaction

Embodiments disclosed provide access to Traversal Using Relays around Network Address Translation (TURN) servers using trusted single-use credentials, and related methods, systems, and computer-readable media. In one embodiment, a method comprises receiving, by a TURN authentication agent, a request for a TURN server credential. Responsive to determining that the request is authorized, the agent generates a trusted single-use credential and transmits it to the requestor. Using this trusted single-use credential allows untrusted clients to access a TURN server without exposing a userid/password combination. In another embodiment, a method comprises receiving, by the TURN server, a request for a TURN service. The server challenges the request, and receives a userid and a password. Responsive to determining that the userid and the password constitute a trusted single-use credential and responsive to determining that the request is authorized, the server provides the TURN service for the requestor.

Controlling access to traversal using relays around network address translation (TURN) servers using trusted single-use credentials

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. The first communication device uses a first network address in the first dialog. In response to an event, such as a first network interface failing, a SIP INVITE with replaces header message is received by the application server with a second address of the first communication device. In response to receiving the SIP INVITE with replaces header message from the first communication device with a second address of the first communication device, the first dialog between the application server and the first device is reestablished using the second network address.

Reestablishment of session initiation protocol (SIP) dialogs

A communication system, method, and components are described. Specifically, a communication system having one or more Back-to-Back User Agents (B2BUAs) therein is described. The communication system also includes an RFC 4579 conference focus. Mechanisms are described which enable User Agents (UAs) to subscribe to conference state events and create ad-hoc conferences even though the conference focus is operating in a B2BUA environment.

Supporting intermediate back to back user agents between user agents and a conference focus

A communication device sends a Session Initiation Protocol (SIP) INVITE message to establish a call. In response, the call is forked. For example, in parallel forking, the SIP INVITE may be sent to two different communication devices. The forking causes each communication device to send at least one provisional response message. In this case, first and second SIP provisional response messages are received that include Session Description Protocol (SDP) information for a media stream. A first media stream associated with one of the first or second SIP provisional response messages is received and played. A second media stream associated with the other one of the first or second SIP provisional response messages is received within a first time period. In response to receiving the second media stream within the first time period, the first media stream is discarded and the second media stream is played.

Early media handling

A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a first message is sent to the communication endpoint that indicates the communication session has been placed on hold. A second message is received from the communication endpoint that indicates that a user of the communication endpoint would like to play personal media while the communication session is on hold. The communication session is later taken off hold. In response to determining that the communication session is taken off hold, a third message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.

Personalized wait treatment during interaction with contact centers

A conference call is recorded. For example, a voice conference call between a group of users is recorded. Information about the recording of the conference call is identified. For example, a date, a time, a length, an agenda, and a list of participants are identified for the conference call. A block is added to a blockchain with the information about the recording of the conference call. The blockchain with the information about the recording of the conference call is sent to a distributed ledger. The distributed ledger is where copies of the blockchain are stored on multiple nodes on one or more networks. By having multiple copies distributed in one or more networks, it is much more difficult to remove all the information that the conference call actually took place.

Distributed ledger and blockchain to confirm validity of call recordings

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. In response to the call request, the mobile device sends authentication factors to a cloud authentication service that the user/mobile device has previously registered with. For example, the authentication factors may include usage factors of the mobile device, such as a call history of the user on the mobile device. If the authentication factors are validated, a token is generated. The token is sent to the contact center along with the call request. The token is validated at the contact center. At this point, the contact center knows that the user/mobile device are authentic. A call is then established between the user and the contact center.

Mobile caller authentication for contact centers

As 'call centers' continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important. Contacting a customer on one channel and, at the customer or agent's request, initiating a second channel that delays the interaction will having limited acceptance and, in some jurisdictions, may be illegal. By nailing-up an agent half-communication with a number of channels, agents maintain a perpetual connection comprising an agent half-communication to a server, such as one serving as a media anchor point, share point, etc. The customer half-connection is established to a server and the agent, already connected, is joined. As a result, the customer experiences a greatly reduced delay between the time they answer and being greeted by an agent, regardless of the media type or types utilized.

Management of agent sessions for omnichannel predictive outbound

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. A security classification for the communication session is determined. For example, the determined security classification may be that the call is top secret or unclassified. The security classification is not based on whether the communication session is solely encrypted. The security classification is inserted into the request to establish the communication session. The request to establish the communication session with the security classification is sent to the second communication endpoint. This allows the second endpoint to display the security classification. A similar process is used in a response to the request to establish the communication session to convey the security classification to the first communication endpoint.

Dynamic session classification

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. In response to the user providing the credentials via the browser, the login credentials are sent. If the credentials are validated, an access token is received by the browser from the server application. In response to receiving the access token for the server application, the browser sends the access token and an address for the server application, via a local loopback address, to a local application. This allows the local application to send local information, such as local files, to the server application using the token.

Accessing local information based on a browser session

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Westminster, CO, United States of America

Joel M Ezell