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Avaya Labs Granted Patent for Call Centre Automatic Work Distribution Software for Mobile and Remote Workers

09-15-2004

Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, today announced Avaya has been granted a patent for contact centre software that is designed to meet the work distribution and work delivery requirements of the remote and mobile worker.

Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, today announced Avaya has been granted a patent for contact centre software that is designed to meet the work distribution and work delivery requirements of the remote and mobile worker.

The software, called Location Enhanced Automatic Work Distribution, measures the characteristics of a roaming work force, choosing an appropriate worker or resource for a particular task to maintain optimum service levels. Call centres could use the software to allocate jobs to a roaming workforce, such as taxi drivers, parcel pick-up and delivery employees or field service engineers.

Factors such as travel time and the use of Global Positioning Systems and other methods help determine the location of workers to distribute the workload optimally. It also allows the integration of external business engines that indicate whether a worker is able to carry out required work due to inventory levels and other contributing factors.

US Patent 6,707,905 originated from the innovative work of the Sydney-based Avaya Labs Australia (Auslabs) Research & Development team.

"From inception, Avaya has committed itself to develop world class business communications software systems and the intellectual property to back it up," said Quentin Goldfinch, director, Avaya Labs Australia. "Three years ago, AusLabs stepped up in a major way to support that objective.

"We already had the talent, and this was an opportunity to foster a culture of innovation. Since then, our local team has primed Avaya's patent pipeline with more than 60 US patent applications based on AusLabs innovations. Overall, we are strong contributors supporting significant growth in Avaya holdings, which presently exceed 2900 patents and pending applications worldwide.

"I congratulate Rohan Lenard as the inventor of this new patent for his innovative and unique work, and look forward to further success for our talented local team."

One of the largest Avaya Labs facilities outside the U.S., the Sydney facility was established in 1994 and has become a high performing Software Development Centre for Avaya globally. As part of Avaya Labs, AusLabs has a strong commitment to working closely with customers, which extends to an R&D collaboration partnership with the Australian National University (ANU), which has also become an Avaya customer through the rollout of one of the nation's largest IP telephony networks.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com or www.avaya-apac.com

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