Avaya Inc.

Michael James Krack

Ronald S Rozensky

Amit Goel

Jeffrey Wong

Jai Pugalia

Wayne Wong

Ernest Lee Shero

David L Chavez

Joel M Ezell

Roy V Witcher

Shmuel Shaffer

Yolanda Schwartz

Doug Zumbiel

Marion E Kaposztas

Aaron Lepold

E Lee Shero

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

In order to authenticate a caller, a callee generates a code, such as, an alphanumeric code that is sent to a code manager via an electronic communication channel. The generated code is for authenticating a caller in a communication session to be made by the caller to the callee. The code manager stores the code in a memory. After the communication session has been initiated from the caller to the callee and then established, the code is sent to the callee so the callee can verify the caller is authentic.

Caller authentication

A communication device is described along with various methods and systems for controlling the same. Methods are provided that monitor audio from a local and remote audio stream when determining whether to provide a mute notification on a muted call. In general, when a mute function of a communication device is active and a user attempts to speak, the system can analyze the user's local audio stream and the call's remote audio stream to determine whether characteristics exist to provide a mute notification to the user. The system provides mechanisms for controlling false positive determinations of speaking through mute by utilizing a combination of recorded characteristics and initiated timers that can be adjusted based on determinations made.

System and method for providing intelligent and automatic mute notification

System and method to improve self-service operation in a contact center, the method including: monitoring progress of a self-service customer support session for a customer of the contact center; monitoring surplus status of agents in the contact center; determining a system state related to the customer by use of the monitored progress and the monitored surplus status; setting an indicator signal to a first state if the system state is in an agent-support domain, otherwise setting the indicator signal to a second state if the system state is in an self-support domain; and assigning the customer to an agent-supported session if the indicator signal is in the first state.

System and method to improve self-service experience and optimize contact center resources

System and method to translate displayed text of a computer application, the method including: intercepting a command to display text in a first language, the command comprising the text to display in the first language; extracting text to translate from the command; querying a translation mechanism by use of the extracted text; receiving translated text in a second language from the translation mechanism; and displaying the translated text in the second language.

System and method for automatic language translation for applications

Packaging for electrical equipment is disclosed in which metal electrically conductive staples are stapled&#x2014;in contrast to tacked&#x2014;through the packaging to provide an electrical path between the inside and the outside of the packaging. On the inside of the packaging, each staple clutches and is electrically connected to a wire that is connected to a jack on the electrical equipment. This provides an electrical path between the outside of the packaging and the electrical equipment. When the electrical equipment is to be tested or configured, the testing tool is connected to the staples on the outside of the packaging with spring-load clips. This provides as many electrical paths between the testing tool and the electrical equipment as necessary or desirable and for very little cost.

Packaging for electrical equipment

Methods and apparatus are provided for controlling a computing device. The behavior of a user of a computing device is observed when the computing device is connected to each of a plurality of networks. A profile is automatically maintained for each of the networks. Each profile contains one or more predefined actions to be performed when the computing device is connected to the corresponding network. The predefined actions are based on the observed behavior. The predefined actions that are recorded in the automatically generated profile and based on the observed behavior can be automatically triggered when the computing device is connected to the network associated with the profile.

Methods and apparatus for network presence detection

Methods and apparatus are provided for managing a plurality of home pages for a user. One or more web pages are presented to a user by identifying a plurality of home pages associated with the user; and selecting one or more of the home pages to present to the user based on one or more predefined rules. The home pages associated with the user can be selected by the user. A number of different predefined rules can be applied for selecting the home pages to be presented to the user.

Methods and apparatus for managing a plurality of home pages for a user

A system for initiating a contact, comprising a brokeroperable (a) to receive a first type of information selected by a user, the first type of information being accessed through a first application; (b) locate a second type of information associated with the first type of information, the second type of information being stored by a second application different from the first application; and (c) initiate a communication to a communication device identified by the second type of information.

Growing community of inventors

Saint Petersburg, FL, United States of America

Michael James Krack