Avaya Inc.

Avaya Technology LLC

Avaya Management L.p.

Lucent Technologies Inc.

Paul Roller Michaelis

David S Mohler

Christopher Reon Gentle

Douglas Max Grover

Roger Leon Toennis

Mark Fletcher

Neil Hepworth

Colin Blair

Richard L Robinson

Andrew W Lang

Michael John Thomas

David Ray Burritt

Alexander Forbes

Richard Alan Windhausen

Jason H Vick

Dean David Beightol

Jon Louis Bentley

Peter Donald Runcie

Kevin Chan

Ralph Warta

Marc William Joseph Coughlan

David Thambiratnam

John Cornelius Lynch

Ciaran Gannon

Heinz Teutsch

James K Wan

Lee Joseph Wilson

Bruce P Mazza

Chris McArthur

Matthew Jerome Stevens

Joseph L Hall

Charles C Wrobel

Avram Levi

Paul Haig

Howard G Kradjel

Sean A Moore

Valentine C Matula

John H Yoakum

David L Chavez

Gordon Richards Brunson

Mehmet Balasaygun

Joylee E Kohler

Kurt H Haserodt

Alexander Martin Scholte

Thomas J Moran

Chandra Mouli Ravipati

Terry Don Jennings

Paul Thomas McNamara

Luciano Godoy Fagundes

Douglas W Swartz

Ashis Maity

Alexander John Gray Beck

Jonathan R Yee-Hang Choy

Sreerupa Das

Robert Mitchell

Gary Becker

Anand Paithankar

Vivekananda Velamala

Gregory P Schin

Christopher Chu

Kevin Archer

Rusty Gerald Nelson

Harvey S Waxman

Deborah Hill

John W Soltes

Brijen Doshi

D Michael Overmyer

Glen George Freundlich

Dongliang Wang

Ganesh Ananthakrishnan

Dhaval Desai

Sanjog Kotnis

ShengXiang Gui

Patrick Joseph Toole

Bradley Raymond Black

Rod D Livingood

Joseph McCabe

Francis C Hymus

Ashutosh Adkar

Amey Kulkarni

Gwilym Evans

Brian Freeman

Vivekanada Velamala

Deepak Kale

Greg Weber

Doug Grover

Matthew Roller Michaelis

Stephen Lubbs

Mehmet C Balasaygun

Gordon Richard Brunson

The technology disclosed herein enables provision of sales guidance to an agent on a real-time communication session based on background sound identified during the communication session. In a particular embodiment, a method includes receiving audio from a first endpoint operated by a first user. The audio is received over a real-time communication session established between the first endpoint and a second endpoint operated by an agent of a contact center. The method further includes identifying sound other than a voice of the first user from the audio and determining a characteristic of the first user indicated by the sound. During the communication session, the method includes providing sales guidance to the agent based on the characteristic.

Real-time provision of guidance to sales-focused agents of a contact center based on identifiable background sounds

The technology disclosed herein enables detection of audio issues for a participant on a communication session from analysis of video of the participant. In a particular embodiment, a method includes receiving video of a first participant communicating over a communication session between a first endpoint of the participant and a second endpoint of a second participant. The method further includes determining from the video that the participant is speaking. In response to determining that the participant is speaking, the method includes determining an audio issue exists due to audio of the first participant not corresponding to the video and notifying the first participant about the audio issue.

Detection of audio issues on a communication session from video analysis

The technology disclosed herein enhances security for visually impaired users by presenting haptic notifications to indicate certain input notifications are false. In a particular embodiment, a method includes presenting, from a user system, graphical input elements and presenting a haptic notification. The haptic notification indicates that the next input received after presenting the haptic notification will not be entered by the user system. In response to receiving input of a first input element of the graphical input elements immediately following the haptic notification, the method includes presenting a non-haptic notification. The non-haptic notification falsely indicates the input has been entered.

Enhanced security for visually impaired users of touchscreen interfaces using false entry notifications for user input

The technology disclosed herein enables remote control of an endpoint via a media channel of a real-time telecommunication session in a manner that can use standard media encoding and transmission methods. In a particular embodiment, a method includes, in a first endpoint operated by a first user, receiving text from a second endpoint over a text channel of a real-time communication session established between the first endpoint and the second endpoint. The text channel enables exchanging text-based user communications between the first endpoint and the second endpoint during the communication session. The method includes determining that a text transmission from the second endpoint includes a control instruction for the first endpoint and complying with the control instruction.

Endpoint control over a text channel of a real-time communication session

Controlling the illumination at an endpoint to a communication session by transmitting, over the communication session, the color of the light to be emitted by the display of the receiving endpoint. In a particular embodiment, a method includes, during a video communication session between a first endpoint operated by a first user and a second endpoint operated by a second user, transmitting first video, comprising a solid color image, from the first endpoint to the second endpoint over the video communication session, wherein the first video is prominently displayed at the second endpoint. At the first endpoint, the method provides receiving second video from the second endpoint. The second video is captured at the second endpoint while the first video is being displayed at the second endpoint. The method also includes displaying the second video to the first user.

Transmission of solid color images over a communication session for illumination at an endpoint

The technology disclosed herein enables narration of occurrences in a telecommunications soft client operating in a GUI-less mode. In a particular embodiment, a method includes, in a user system, operating the telecommunications soft client in a first mode. In the first mode, the user system does not present a GUI to a user for the telecommunications soft client. A screen reader application is also executing on the user system. While in the first mode, the method includes audibly describing a first occurrence for the telecommunications soft client and receiving global user input into the telecommunications soft client. The screen reader application describes a second occurrence for a first application executing, and displaying an application window, on the user system.

Telecommunications soft client having a GUI-less operating mode

A first text message is received from a first user communication endpoint. In one embodiment, the first text message is addressed to a general text messaging address for a corporation. In response to receiving the first text message from the first user communication endpoint, a second text message is sent to the first user communication endpoint. The second text message is used to identify a way to select an individual user of the plurality users. For example, the second text message may have a menu with a list of users. A third text message is received from the first user communication endpoint. The third text message identifies the individual user of the plurality of users. A fourth text message is sent that allows the first user communication endpoint and a user communication endpoint of the selected individual user to establish a text messaging session.

Interactive system for rerouting a two-way text communication pathway

Endpoints, such as telephones, on a communication network may request an interactive communication with another endpoint. While the request is being processed, the calling endpoint may receive a call from the called endpoint. Systems and methods are provided that automatically allow one endpoint to accept the incoming call, such as by joining the two calls, and terminating their outbound call. As a result, endpoints attempting to call each other may be connected with a single call without requiring any endpoint to be routed to voicemail due to their called endpoint being busy. Additionally, arbitration rules may be provided to resolve any 'race condition' where both endpoints would otherwise each accept or each decline their incoming call.

Automatic joining of simultaneous outgoing and incoming calls that have the same far-end caller ID

A first email message is received from a first user communication endpoint. In one embodiment, the first email message is addressed to a general email messaging address for a corporation. In response to receiving the first email message from the first user communication endpoint, a second email message is sent to the first user communication endpoint. The second email message is used to identify a way to select an individual user of the plurality users. For example, the second email message may have a menu with a list of users. A third email message is received from the first user communication endpoint. The third email message identifies the individual user of the plurality of users. A fourth email message is sent that allows the first user communication endpoint and a user communication endpoint of the selected individual user to establish an email messaging session.

Interactive system for rerouting a two-way email communication pathway

Say John on a PSTN needs to contact Chuck. Chuck's telephone is a SIP, H.323, DCP, or analog endpoint, connected to the PSTN via an enterprise network and gateway. John already knows Chuck's number. Before dialing Chuck's phone number, John navigates to a URL that includes something unique to Chuck in its name, such as www.xyzco.com/303-555-212 or www.xyzco.com/chuck. The webpage of the URL contains two fields: number you will be calling from and subject. John enters his number and then enters the subject 'Sale going through!' John then dials Chuck's number. The enterprise network receives the call and the associated Caller-ID via its PSTN gateway, maps the inbound Caller-ID to the information provided by John, routes the call to Chuck's phone, and causes the display on Chuck's phone to show John's Caller-ID and the subject of the call. Chuck thinks the subject may be important and therefore decides to answer.

Method for including caller-provided subject information in the Caller-ID display of enterprise telephones

A communication endpoint is configured to record content, which may be audio content, video content, and/or other content, and send the recorded content to an endpoint, such as a contact center. In one instance, the communication endpoint initiates content recording upon the detection of an outbound user-initiated request, such as an emergency request, and transmits the recorded content when the communication session has been established. As another example, the communication endpoint may record content in a circular manner such that a latest content corresponding to a predetermined amount of time may be transmitted when the communication session has been established.

Emergency request prior insight delivery

Embodiments disclosed herein provide systems, methods, and computer readable media for identifying information pertinent to an emergent event through social media postings. In a particular embodiment, a method provides, in an emergency contact center, receiving a communication initiated by an individual in response to an emergent event and identifying the individual. The method further provides identifying social media data of the individual created prior to receiving the communication and extracting first data pertinent to the emergent event from the social media data.

Identifying information pertinent to an emergent event through social media postings

An exemplary aspect relates an emergency response system and associated technologies. More specifically, an exemplary aspect relates to first responder and associated equipment access to one or more communications systems at, for example, an emergent event. Another exemplary aspect relates to an inference engine for first responders that assists with making inferences based on received information and/or more or more prior inference(s) and optionally automatically providing the inference and/or a recommendation(s) to one or more destinations, such as a communications device. Still another aspect relates to access point authentication and management for certain class(es) of personnel optionally based on location information.

Provision of inferentially derived guidance to emergency response personnel

Systems and methods for identifying a participant providing audible information during a communication session are disclosed. More particularly, speech localization is utilized to determine a location of the participant providing audible information. An identification device determined to be at a location corresponding to the location of the participant providing audible information is identified. The identity of the participant providing the audible information is then obtained by mapping the identification device to the participant. The information identifying the participant providing audible information can be provided to other endpoints of the communication session.

Method and apparatus for identifying a speaker

A communication, such as a voice communication, is established between a communication device and a media application. The media application may be, for example, a voice conferencing system or a media server. Some or all of the communication is translated into a plurality of text streams that are in different languages. The plurality of text streams are transmitted to the communication device along with the stream of the communication. The communication device receives the text streams in the different languages and the stream of the communication. A user of the communication device can select a language for displaying one or more of the text streams in the different languages. The text stream associated with the selected language is then displayed to the user in conjunction with the stream of the communication.

System and method for transmitting multiple text streams of a communication in different languages

Growing community of inventors

Louisville, CO, United States of America

Paul Roller Michaelis