Avaya Management L.P.

Virtual agents may be deployed to conduct a communication with a customer to determine and resolve a work item. During the communication, the virtual agent may need to obtain or provide information to other entities. However, coding a virtual agent to perform such communications is difficult and error prone. By providing a messaging system with a central repository, the virtual agent may register an interest in another entity, group of entities, the state of one or more entities, or information contained therein via messaging to a central repository. The central repository then provides callback messages to the virtual agent that matches the interest or any other conditions specified.

A system, device, and method for filtering extraneous voices from a communication session that includes receiving, via a microphone of a communication device, an audio stream associated with a communication session, wherein the audio stream is stored in a first-in, first-out (FIFO) buffer. The method further includes processing the audio stream from the FIFO buffer to generate a filtered audio stream where a voice of a user associated with the communication device is retained and voices other than the voice of the user associated with the communication device are removed. The method also includes transferring the filtered audio stream to another party of the communication session.

Identifying conference participants of a conference is often difficult when two or more conference participants share one conference endpoint. A participant receiving the conference may be unable to identify the participants and/or unable to identify a currently speaking participant. Systems and methods herein are provided to identify participants by image identification. Systems and methods herein are provided to identify a speaking participant by receiving a signal from a user device associated with the currently speaking participant. Systems and methods herein are provided to utilize a user device to communicate with an endpoint engaged in a communication with another endpoint, such as an emergency service provider.

The technology disclosed herein enables recording of user communications during a communication session by joining a recording system to communication session as an endpoint. In a particular embodiment, a method includes, in a recording system, identifying a meeting between participants scheduled for a meeting time. When the meeting time arrives, the method includes joining the real-time communication session facilitated by a communication session system over a communication network. User communications of the participants in the meeting are exchanged over the real-time communication session between endpoints, including the recording system, joined to the real-time communication session. The method further includes, during the real-time communication session, receiving the user communications and storing the user communications to a storage system.

The technology disclosed herein enables automatic generation of an image having an attribute using a subject image as a basis for the generated image. In a particular embodiment, a method includes executing a generator and a discriminator. Until a criterion is satisfied, the method includes iteratively performing steps a-c. In step a, the method includes providing an input vector and an attribute to the generator. The generator outputs a generated image. In step b, the method includes providing the generated image to the discriminator. The discriminator outputs feedback that indicates differences between the generated image and a subject image. In step c, the method includes determining whether the differences satisfy the criterion. When the differences do not satisfy the criterion, the input vector comprises the feedback in the next iteration of steps a-c. When the differences satisfy the criterion, the method includes associating the generated image with the attribute.

The technology disclosed herein enables users on text-based communication threads to automatically receive indications of other users’ visual reactions to received messages. In a particular example, a method includes receiving, at a first endpoint, a text communication in a text-communication thread from a second endpoint and presenting the text communication to a first user of the first endpoint. The method further includes capturing an image of the first user during presentation of the text communication. The method also includes determining a graphic corresponding to a visual reaction of the first user captured in the image and transmitting the graphic from the first endpoint to the second endpoint for display by the second endpoint in the text-communication thread.

Contact centers that handle real-time interactions with customers commonly utilize automated agents to handle one set of work items while human agents handle the work items that are more complicated, rare, or otherwise unable to be successfully resolved by an automated agent. Customers may erroneously select a human agent when an automated agent would suffice and, similarly, may be forced to wade through automated options when a human agent is required. Systems and methods disclosed herein provide for the determination of a reason, or a prioritized list of reasons, for a call and present resolution options to a specific customer for that specific reason(s). As a result, the resources of the contact center are better utilized and the customer experience improved.

Servers commonly require upgrades. Servers, such as communication managers (CMs), may enter into a “deny new service” state and continue to process existing calls. Networked components receive an OPTIONS message, and any new calls are processed through a different communication manager. Existing calls are “ReHomed” via a SIP PUBLISH message to a different communication manager.

Embodiments provide methods and systems for generating automated video tutorials. The methods and system include receiving, by a processor, a test script document, wherein the test script document includes element identifiers, test steps and test text parsing, by the processor, the test script document to identify the element identifiers, the test steps and the test text and generating, by the processor, a video component based on the identified element identifiers, the identified test steps and the identified test text. The methods and systems further include generating, by the processor, an audio component based on the identified element identifiers, and the identified test text and synchronizing, by the processor, the video component and the audio component based on the identified element identifiers.

Communication between remote participants is often impeded by quality issues of the audio and/or video components. Systems and methods are provided that determine whether a deficient audio or video quality is present and, if so, select and implement an improvement action. When a particular deficiency is present that cannot be improved, user endpoints may be notified. As a benefit, users may avoid wasting time attempting to resolve an unresolvable issue. Determination of a quality improvement action may comprise training and utilizing a neural network to determine an action to address a particular deficiency.