Avaya Inc.

Marc Coughlan

Peter Donald Runcie

Alexander Forbes

Ciaran Gannon

Ralph Warta

Alexander Martin Scholte

Ciarron Gannon

Alex Forbes

The present invention provides a feature for phones and other communication devices. More particularly, the feature allows a user to customize the notification for an incoming call or contact. The customization may be based on the user's recent communication history with the user currently calling. This allows the user receiving the call to determine its possible importance prior to answering the call or even identifying the caller.

Customizable notification based on recent communication history

The present invention provides methods, devices, and systems for notifying a caller that they are leaving a low quality voice mail. The user can be notified that they are leaving such a voicemail before they are done leaving the message. This allows the user to try and leave another voicemail having a better quality, thereby making the voicemail more comprehensible.

Notify caller if low quality voicemail is being recorded

Once a voicemail is received, it is the onus of the recipient of the voicemail message to call the caller back when a 'missed call' message is received on the phone or after the voicemail message is retrieved. While some of the more advanced voicemail systems provide the capability of automatically placing a call from the callee back to the caller upon completion of the callee listening to the voicemail message, an exemplary embodiment of the present invention allows the caller to be connected to the callee should the callee become available while the caller is leaving a voicemail message for the callee.

Caller initiated undivert from voicemail

An agent's emotional state is used to assist with determining how to route an incoming communication. The factoring in of emotional state can be combined with other performance metrics that can include, for example, any suitable metric for expressing or describing agent performance or agent skill level. For example, the metrics can include revenue generated, revenue generation rate, profitability, profitability generation rate, number of units sold, rate of unit sales, average duration of the contact, a rating quantifying the agents proficiency in handling a contact, the occurrence of a trouble ticket, agent requests assistance, a no sale situation, customer satisfaction indicators, customer attention, value of collections, time to close a sale, one-and-done, and/or any other metric indicating the customer's relationship with the business.

Routing of calls based on agents emotional state

A determination regarding the appropriateness of sending a message can be based on one or more factors. For example, the determination can be an analysis of a message to determine the likelihood that the sender has the target physical condition and/or a likely degree or severity of the target physical condition. The analysis determines, with reference to a baseline of the user, one or more of a number of errors (spelling and/or grammar) in the message, a response time, a non-fluency level associated with the message, a spell check of the message and recipient information associated with the message. Based on this analysis, the message can be managed in accordance with one or more of sending the message after a delay, returning the message to a sender for approval, managing the message based on a profile and holding the message for management at a later time.

Cooling off period prior to sending dependent on user's state

In one embodiment, the present invention is directed to reconfiguration of a communication device or other network node based on a determination that a user has a target (altered) physical condition.

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Balmain, Australia

Marc Coughlan