Avaya Inc.

Avaya Management L.p.

Robert E Braudes

Gordon Richards Brunson

Joel M Ezell

Kurt H Haserodt

Harsh V Mendiratta

Kenneth Owen Michie

Ignacio Miranda

Matthew A Peters

Bruce Walsh

Benny J Ellis

Robert S Horne

Asmita Gokhale

Hyoungjoo Lee

Nikita Kotak

Jeffrey L Aigner

Piyush Mital

Robert J Favero

Jeffery Aigner

Transcribing portions of a communication session between a user device and an on-premises device of an enterprise includes receiving, by a computer located remotely from the on-premises device, a media stream of the communication session from the on-premises device and receiving, by the computer, at least one event associated with the media stream from the on-premises device. Furthermore, the computer determines a portion of the media stream to transcribe based on the at least one event and transcribes the portion of the media stream.

Hybrid architecture for transcription of real-time audio based on event data between on-premises system and cloud-based advanced audio processing system

Calls between a customer and an agent often require additional processing of the media in real time. Processing every call in such a manner is often unnecessary and the results deleted or ignored, or prohibited due to a policy for certain calls. Knowing if a call should be processed may be determined too late for the media to be forked. While the customer and agent may engage in the call as a peer-to-peer connection, additional processing requires holding the initial invite long enough, such as with a preservation message, that a session boarder controller may fork the call for subsequent processing without timing out.

Initiation of real-time media processing in response to a trigger event

Conversations between agents of a contact center and a customer are often transcribed so that text is maintained. However, text conversations consist only of text and omit significant portions of a conversation that are conveyed outside of the specific words spoken. By determining the emotion, tone, or other aspect in a conversation, which may contradict the text content, a data structure may be maintained such that the textual content is annotated with emotion or tonal information and/or utilized in a routing decision to cause a communication network to be altered, such as to include at least one additional node based upon a particular emotion or tone.

Network topology determination and configuration from aggregated sentiment indicators

Methods and systems are provided such that users, servers, and applications may utilize an extensible data filtering model where data is organized into a tree with filtering available at any node level. Accordingly, the node filtering and propagation method and system allows for the efficient management and automatic replication of common information for multiple applications at all data levels.

Method, apparatus, and system for providing and using subscriptions and filtering based on tree structures

Downloadable pluggable services and methods of distributing the same are described. The downloadable pluggable services may correspond to third party-developed communication services that can be downloaded to upgrade a communication system. The downloadable pluggable services may include a number of component parts that can be distributed among various servers in the communication system being upgraded along with instructions that enable the component parts to instruct each server in the communication system to operate in a coordinated fashion so as to provide the downloaded service.

Co-resident plug-ins of third party software

When an application is installed, a list of one or more communication ports used by the application is received. In addition, a list of communication ports that are currently open in a firewall is received. The two lists are compared to determine if there is a conflict. In response to finding a conflict, a control port option is taken. For example, a control port option may be: 1) where a port management window is displayed that allows the administrator to change the list of one or more communication ports and/or the list of communication ports currently in use, 2) where an auto configuration option window is displayed, or 3) where open communication ports are automatically selected to resolve the conflict. If a conflict is not found, a message is sent to a firewall to automatically open the one or more communication ports for the application.

Management for communication ports

A collaboration environment provides a generic event distributing framework that can distribute both synchronous and asynchronous events. The distributed events may be pre-defined or dynamically defined. Further, the framework can support multiple data formats for the event payload. The collaboration environment relies on two separate APIs to separate event producers from event consumers.

Systems and methods for event routing and correlation

Methods and systems for providing an elegant and efficient multi-protocol eventing layer are disclosed. The multi-protocol eventing layer includes a converged container capable of handling multiple types of protocols to manage events while using an open source database. Accordingly, the multi-protocol eventing layer efficiently provides real-time or near real-time eventing to a plurality of devices for scalability and performance enhancement.

Method, apparatus, and system for providing and using multi-protocol eventing

The concept of a centralized communication log is provided. Anchor points, and specifically Session Initiation Protocol (SIP) anchor points, serve as a media and call control point that is established on a per-user basis which can then be leveraged by a communication log application. Such a communication log application is able to determine accurate and real-time communicant information for a communication session and populate a centralized communication log with the same. Such a communication log is, therefore, accurate with respect to multiple users in a system, highly available, and scaled horizontally.

SIP anchor points to populate common communication logs

The concept of a centralized communication log is provided. Anchor points, and specifically Session Initiation Protocol (SIP) anchor points, serve as a media and call control point that is established on a per-user basis which can then be leveraged by a communication log service. Such a communication log service is able to determine accurate and real-time communicant information for a communication session and populate a centralized communication log with the same. Such a communication log is, therefore, accurate with respect to multiple users in a system, highly available, and scaled horizontally.

The system and method determine an activity associated with a user. An action associated with a media type of the activity or a role of the user within the activity is determined. For example, the activity can be how much the user talks during a conference call or if the user's role is that of a moderator. In response to determining the action associated with the media type of the activity or the role of the user within the activity, a presence state of the user is modified. The modified presence state is then communicated to a second user. This allows for a more accurate presence state of the user. It also allows other users to make contact at times where the user is more likely to communicate.

Advanced presence states for collaboration applications

A communication system can create a conversation identifier (ID) for a logical IM conversation. The conversation ID can identify messages that are associated with the same IM conversation. The associated IM messages can be stored in an archive for later use. When a SIP session ends but an IM conversation continues, a SIP server can rebuild the IM conversation with messages retrieved with the conversation ID. Further, an IM conversation can be restarted on a different IM client by retrieving messages from the archive associated with the previously established conversation ID. Thus, the conversation ID ensures that an IM conversation does not end due to system changes or reconfigurations in IM clients.

IM continuation across SIP sessions and across clients for point-to-point and multi-user chat

The concept of anchor points is introduced. Anchor points, and specifically Session Initiation Protocol (SIP) anchor points, serve as a media and call control point that is established on a per-user basis which can then be shared by any application. The use of an anchor point allows for applications to become aware of and control a communication late or cease monitoring and controlling a communication session early without disrupting the session or introducing a significant amount of control or media delay.

SIP monitoring and control anchor points

A method comprising a data-processing system that enables one or more applications to share fewer ports by having the data-processing system request the ports, and then assign a 'token' to establish a 'session' to permit the one or more applications to interact with the ports.

Shared media access for real time first and third party media control

A method, apparatus and computer program product for providing communications including an extended protocol header is presented. A message is provided in a communication protocol, the message having a header. An extension is included in the header, the extension including additional information. The message is transmitted to a recipient, wherein the recipient is capable of utilizing the additional information contained in the extension to the header to provide additional functionality.

Growing community of inventors

Erie, CO, United States of America

Robert E Braudes