Avaya Inc.

Vyankatesh Balaji Deshpande

Jayesh Govindarajan

John F Buford

Anwar A Siddiqui

Alan Edward Baratz

Anthony Frank Bartolo

Ravishankar Palaparthi

Satyen Hingorani

A method is employed in association with a communication session over a peer-to-peer network between a first node associated with a first session participant and a second node associated with a second session participant. In the method, identification information identifying the second session participant is received. Profile information descriptive of the second session participant is gathered using the identification information. The communication session is conducted using the profile information descriptive of the second session participant.

Profile information based on participant identity for peer-to-peer sessions

A method of operating a communication system to establish communication sessions between an origination network and a peer-to-peer network comprises receiving session signaling to establish a session between an origination device in the origination network and a destination node in the peer-to-peer network, wherein the session signaling includes a participant identifier associated with the origination device. The method further comprises processing the participant identifier to determine if persona information that identifies an originating participant and an entity associated with the originating participant is available for display by a destination device registered as the destination node on the peer-to-peer network and, if the persona information is available, transferring the persona information for delivery to and display by the destination device to a destination participant. The method further comprises establishing the session over the origination network and the peer-to-peer network and exchanging user communications for the session between the origination device and the destination device.

Determination of persona information availability and delivery on peer-to-peer networks

Embodiments provide communication session analysis and intervention methods and systems. Exemplary methods include monitoring a communication session conducted by a first customer service agent, providing script items to the first customer service agent, receiving session information associated with the communication session, identifying an escalation event in the session information, during the communication session, using on one or more predetermined communication criteria, and inviting a second customer service agent to join the communication session, in response to the escalation event.

Identifying escalation events in communication sessions

A method of operating a communication system comprises registering a plurality of communication devices with a peer-to-peer network as a plurality of enterprise nodes using a plurality of network handles that identify positions in an enterprise hierarchy. The method further comprises receiving a request to establish a session with a participant node and an enterprise node of the plurality of enterprise nodes using a first network handle of the plurality of network handles that identifies a first position in the enterprise hierarchy. In response to the request, the method provides identifying a routing identifier associated with the enterprise node and exchanging user communications for the session with a communication device of the plurality of communication devices registered as the enterprise node using the routing identifier.

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Pune, India

Vyankatesh Balaji Deshpande