Avaya Inc.

Extreme Networks, Inc.

Avaya Management L.p.

Sheridan Ross P.c.

Avay Inc.

Manish Chatterjee

Biswajyoti Pal

Jaydeep Deepak Bhalerao

Joel M Ezell

Stephen R Whynot

Mehmet Balasaygun

Harsh V Mendiratta

Purnendu Dhal

Ananda Hp

Puneet Kumar

Sumit Bijwe

Shobhit Mishra

Ram Shankar

Connecting agent to customers is the cornerstone of contact center operations. When a customer is connected to an agent for real-time communications (e.g., voice), they can be particular sensitive to any delay, such as the delay to establish a media channel between the agent's endpoint and the customer's device. By establishing a media channel between the agent's device and a server having initially received the communication, the communication may be attached to the existing media channel without requiring the time and resources otherwise necessary to establish the media channel. Additionally, if a problem or failure occurs, a server utilized for the connection may seek to establish the media channel with a second network, such as a telephone network, or a second agent endpoint or endpoint component.

Efficient media establishment for WebRTC call center agents

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

Embodiments provide systems and methods for exchanging media through an edge server between different communication networks. More specifically, embodiments of the present disclosure provide systems and methods for establishing and conducting voice and/or video communications between one or more parties on a private network, such as within an enterprise, and one or more parties on a different network such as another private network or an open network such as the Internet using an edge server of the enterprise network. This edge server, also referred to herein as a Session Border Controller (SBC), can be adapted to allow media packets to traverse through a port typically kept open by enterprise firewalls and used for other data exchanges such as HyperText Transfer Protocol (HTTP) data traffic. The SBC can also provide multiplexing and demultiplexing of media streams through the same port and address to traverse firewalls between the different communication networks.

Systems and methods for media tunneling through edge server

Embodiments disclosed herein provide systems and methods for controlling bandwidth across a network address translation (NAT) system. In a particular embodiment a method provides, identifying a first endpoint and a second endpoint to a communication session. The first endpoint is located within a domain of the NAT system and the second endpoint is located outside to the domain. The method further provides determining a bandwidth limitation for the communication session and exchanging communications between the first and second endpoints in accordance with the bandwidth limitation.

Bandwidth control in a network address translation (NAT) environment

Embodiments of the disclosure provide systems and methods for exchanging media through an edge server between different communication networks. According to one embodiment, an edge element can receive, during initiation of a call session between a calling endpoint on a first communication network and a remote endpoint on a second communication network, a message to the remote endpoint to check media connectivity in the call session. A determination can be made as to whether media connectivity is available between the calling endpoint and the remote endpoint. In response to determining media connectivity is not available between the calling endpoint and the remote endpoint, the call session can be conducted between the calling endpoint and the remote endpoint using tunneling of multiplexed media streams through a selected port of the edge element. Each of the multiplexed media streams are identified by a unique stream identifier.

System and methods for tunneling media through secure channel

Embodiments disclosed herein provide systems and methods for mitigating attacks on a WebRTC system at the edge of an enterprise network. In a particular embodiment a method provides obtaining access criteria regarding access to a WebRTC system in the enterprise network, wherein the access criteria comprise instructions for allowing WebRTC connections with the WebRTC system. The method further provides receiving WebRTC signaling associated with WebRTC connections between the WebRTC system and endpoints having network addresses outside the enterprise network and blocking at least one connection associated with the WebRTC signaling from participating in WebRTC communications with the WebRTC system based on the access criteria.

Mitigation of WebRTC attacks using a network edge system

A request to establish an encrypted media stream is received, by an edge server, for a Web Real-Time Communication (WebRTC) communication session between a first browser, and a second browser or gateway. The edge server is a boundary device between a first network and a second network. The edge server retrieves a tenant identifier for the encrypted media stream. The tenant identifier can identify a specific company or enterprise. In response to receiving the tenant identifier for the encrypted media stream for the WebRTC communication session, a list of one or more Quality-of-Service (QoS) parameters associated with the tenant is retrieved. For example, the list of QoS parameters may be based on a Service Level Agreement (SLA). The edge server dynamically sends a message to configure the second network to support the list of one or more QoS parameters associated with the tenant.

Quality of service for web real-time communication networks

When a first SIP INVITE is received a Session Border Controller (SBC) to establish a communication session between communication devices, a second SIP INVITE message is also sent by the SBC to a media recorder without a media line or a media attribute set to inactive. The second SIP INVITE message without the media line or the media attribute set to inactive indicates that there is currently no media associated with the communication session to the media recorder. The SBC receives one of a SIP PUBLISH message or a SIP NOTIFY message that indicates whether to start or stop recording the voice or video communication session. The SBC sends or does not send a media stream of the communication session between the communication devices based on whether the SIP PUBLISH or the SIP NOTIFY indicates whether to start or stop recording the voice or video communication session.

Enhanced session initiation protocol recording

In order to provide compatibility between WebRTC communication endpoints and legacy communication endpoints that use BFCP, a web media gateways is used to establish a conference call between the communication endpoints that use WebRTC and the legacy communication endpoints that use BFCP. A floor command is received to control the floor of the conference call from a first communication endpoint. The floor command is translated from WebRTC into BFCP or from BFCP to WebRTC. The floor command is sent to the second communication endpoint. This allows a conference call where communication endpoints support both WebRTC and BFCP.

Control for content channel in web real-time communication

A fingerprint is received from a communication endpoint. The fingerprint is based on a hardware identifier of the communication endpoint. For example the fingerprint may be based on a Media Access Control (MAC) address of the communication endpoint. A request for an emergency call from the communication endpoint is received that also includes the fingerprint. For instance, a user may initiate a 911 call from the communication endpoint. The emergency call is established. After the emergency call is disconnected, a request for an emergency call back is received. For example, if the emergency call prematurely disconnected, the emergency call back is initiated. The request for the emergency call back is routed to the communication endpoint based on the fingerprint to ensure that the emergency call is properly completed.

Emergency call back for remote workers

In order to allow for redundant call recording, a first message is received by a first media recorder indicating that a second media recorder is recording a media stream of a communication session between a plurality of communication devices. The first message includes a unique identifier for the communication session between the plurality of communication devices. A determination is made that the second media recorder is unable to continue to record the media stream. In response to determining that the second media recorder is unable to record the media stream, the first media recorder sends a second message, to a Session Border Controller (SBC), that includes the unique identifier for the communication session between the plurality of communication devices. The SBC streams the media stream to the first media recorder. The first media recorder receives the media stream and records the media stream.

Continuous call recording

An Address Resolution Protocol (ARP) process receives a first Internet Protocol (IP) address that is associated with a Media Access Control (MAC) address of a communication endpoint. A first Session Initiation Protocol (SIP) INVITE for an emergency call request is received from the communication endpoint. The ARP process receives a second IP address that is associated with the MAC address of the communication endpoint. A second SIP INVITE is received that is a request for an emergency call back. The second SIP INVITE is routed to the communication endpoint based on the second IP address associated with the MAC address of the communication endpoint to reestablish the emergency call with the communication endpoint.

Emergency call back for session initiation protocol sessions

Embodiments disclosed herein provide systems and methods for recording WebRTC communications at a network edge. In a particular embodiment a method provides, in an edge system of a communication network, receiving identification information that identifies a first endpoint and a second endpoint between which a first WebRTC communication will be established. The method further provides establishing the first WebRTC communication between the first and second endpoints through the edge system using the identification information. Also, the method provides identifying packets for the first WebRTC communication and recording the packets to a storage system.

WebRTC call recording at the edge of an enterprise network

Embodiments disclosed herein provide systems and methods for recording for analyzing traffic at an edge of a communication network. In a particular embodiment, a method provides processing a first portion of data packets directed into the communication network from outside of the communication network to determine whether a first sampling policy adequately assesses risk to the communication network. Upon determining that the first sampling policy does not adequately assess the risk to the communication network, the method provides adjusting the first sampling policy. The method further provides identifying a second portion of the data packets based on the first sampling policy. An amount of data packets included in the first portion of the data packets is larger than or equal to an amount of data packets included in the second portion of the data packets.

Selective traffic analysis at a communication network edge

To determine the correct media stream to latch onto, the system and method uses a hashing algorithm to uniquely identify a legitimate media stream. A first invite message is received at a Session Border Controller (SBC) to establish a communication session. For example a Session Initiation Protocol (SIP) INVITE is received. The first invite message comprises a first hash of a fingerprint. For example, the hash may be a hashed session key. A media message is received that contains the fingerprint to establish a media stream for the communication session. A second hash is created using the fingerprint in the media message. The first hash is compared to the second hash. In response to the first hash matching the second hash, a Network Address Translator (NAT) latches to an address and/or a port in the media message. Thus, the correct media stream is associated with the communication session.

Growing community of inventors

Calcutta, India

Manish Chatterjee