Avaya Management L.p.

Avaya Inc.

Ronen Bar-Yoav

Tamar Barzuza

Guy Gadnir

Yuval Cohen

Lee Chee Fai

Tzvika Goldenberg

Gal Netanel

Roman Nekrashevich

Eyal Serero

Methods and systems are provided for enhancing communications mobility in an enterprise using distributed communication controllers. The distributed communication controllers provide overlapping communication ranges that are capable of passing off call responsibilities as a user and user device navigates an enterprise ensuring full call coverage throughout the enterprise. As the user device moves outside of the range of a first distributed communication controller into the range of a second distributed communication controller while on a call, the system of distributed communication controllers transfer the call responsibilities provided by the first distributed communication controller to the second distributed communication controller, seamlessly, allowing the user to continue the call without interruption.

Methods and systems for enabling user mobility in an enterprise serviced by multiple distributed communication controllers

Methods and systems are provided for enhancing communications mobility in an enterprise using a distributed communication controller. At least one distributed communication controller processes incoming and outgoing calls from a user device such as wearable and peripheral devices. The calls range in type and include voice calls, video calls, and both voice and video calls. Upon receiving an incoming call for the user comprising audio and video content, the distributed communication controller sends a call notification message to the user device that is in proximity to the distributed communication controller. After receiving a call acceptance input from the user device, the distributed communication controller sends the audio content of the call over a first channel to the user device. While the audio content is being sent over the first channel, the distributed communication controller sends the video content to an alternative device over a different second channel.

Methods and systems for processing call content to devices using a distributed communication controller

Methods and systems are provided for enhancing communications mobility in an enterprise a distributed communication controller. The distributed communication controller integrates user devices and conference equipment and provides the user with directions within an enterprise to an appropriate location to conduct a conference call. The distributed communication controller determines that a conference meeting is about to begin and determines a location of the user device. Based on a capability of the user device and the requirements of the conference meeting, the distributed communication controller sends navigation instructions that direct the user to a location in an enterprise facility to successfully conduct a conference call. The navigation instructions are provided in real time as the user moves throughout the facility.

Methods and systems for managing conferencing features using a distributed communication controller

Methods and systems are provided for enhancing communications mobility in an enterprise using a distributed communication controller. The distributed communication controller identifies a user device, verifies the device and delivers enterprise communication services to the user via the user device without requiring the execution of an enterprise communication application by the wearable device. When the user device is a wearable device, a wireless message is sent from the wearable device in physical proximity to the distributed communication controller that contains identification information. Based on the identification information, user information associated with the user of the user device is retrieved and then used to determine whether enterprise communication services are available for the user. Next, the user is verified through an interaction with the user device and the distributed communication controller and the enterprise communication services are provided to the user by the distributed communication controller.

Methods and systems for providing enterprise services to wearable and mobile devices

Contact centers often seek to provide the most effective agents for a particular communication. A communication may comprise a customer node and an agent node. In addition to selecting the particular agent node based on a skill of the agent or other static information, dynamic information may be received and processed to make a routing decision. For example, one agent may be presently located in a noisy area and a communication may be impeded by routing a call to a node associated with an agent in a noisy environment and a different agent node selected. Other dynamic inputs may include determining an agent's proximity to a resource likely required in order to successfully satisfy a purpose of the communication. Additionally, self-learning may be utilized in order to predict when a particular environmental factor is about to change and make routing decisions accordingly.

Enhanced real-time routing

A first request to establish a communication session with a contact center is received from a user communication device. For example, a request to establish a voice communication session is received at the contact center. A machine learning model uses prior communication sessions with the contact center to identify a first set of one or more sensors that are external to the user communication device. External sensor information is received (e.g., during the request to establish the communication session) by the contact center. The external sensor information is from the first set of one or more sensors that are external to the user communication device. The communication session in the contact center is routed based on the received external sensor information. For example, instead of the communication session being routed to an Interactive Voice Response (IVR) system, the communication session is routed to a high priority contact center queue.

System and method for providing enhanced routing in a contact center

A Call Response System comprising modules that are mutually interfaced for sharing parameters. Firstly, a data-collection module, for collecting parameters of an incoming call and of a recipient for the incoming call. Secondly, a dynamic-scripting module for configuring a response scenario according to prioritized combinations of the parameters and for substituting a component for at least one respective open variable within the configured scenario. Finally, a call-response module for transmitting aspects of the component substituted configured scenario, and for recording aspects of the transmitted scenario.

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Geulim, Israel

Ronen Bar-Yoav