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51. 发明授权

US07823167B2 Method and apparatus for extending contact center configuration data for access by third-party applications over a data network 有权
标题翻译：用于扩展联系中心配置数据以供第三方应用通过数据网络访问的方法和装置
公开(公告)号：US07823167B2
公开(公告)日：2010-10-26
申请号：US10279435
申请日：2002-10-23
申请人： Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
发明人： Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
IPC分类号： G06F9/44 , G06F15/16
CPC分类号： G06F9/546
摘要： A system for transforming and transmitting communication-center configuration and service data from a communication-center environment to one or more third-party applications over a data network includes an intermediate service point connected to the network between the communicating parties, a set of application program interfaces for transforming and transmitting communication-center data from the center to the intermediate service point, and a set of application program interfaces for transmitting the communication-center data from the service point to one or more of the third party applications. In a preferred application, the third-party applications can be disparate platforms, and Java-based data is sent to the service point from the center and used for instantiating at least one data model, the model described as an XML document, which is rendered accessible in whole or part to a requesting third-party application or applications according to protocol used by the third-party application or applications.
摘要翻译：用于通过数据网络将通信中心配置和业务数据从通信中心环境变换和发送到一个或多个第三方应用的系统包括连接到通信方之间的网络的中间服务点，一组应用程序用于从中心到中间服务点转换和发送通信中心数据的接口，以及用于将通信中心数据从服务点发送到一个或多个第三方应用的一组应用程序接口。在优选的应用中，第三方应用程序可以是不同的平台，并且基于Java的数据从中心发送到服务点，并用于实例化至少一个数据模型，被描述为XML文档的模型被呈现可以根据第三方应用程序使用的协议全部或部分访问请求的第三方应用程序或应用程序。

52. 发明申请

US20100157979A1 System and Methods for Improving Interaction Routing Performance 有权
标题翻译：改进交互路由性能的系统和方法
公开(公告)号：US20100157979A1
公开(公告)日：2010-06-24
申请号：US12340937
申请日：2008-12-22
申请人： Nikolay Anisimov , Vyacheslav Sayko , Vitaliy Teryoshin
发明人： Nikolay Anisimov , Vyacheslav Sayko , Vitaliy Teryoshin
IPC分类号： H04L12/66 , H04M7/00
CPC分类号： H04L65/1043 , H04L45/34 , H04L65/1096
摘要： An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.
摘要翻译：交互路由器包括执行存储在机器可读介质上的路由引擎的计算机化服务器，服务器处接收来自交互切换元件的信息的接口，关于在要路由的交换元件上接收到的交互的信息，服务器到广域网（WAN），路由引擎的功能是判断是否进行一个或多个业务逻辑确定以选择用于交互的路由目的地，以及用于控制交换机以路由交互的功能。如果要进行一个或多个业务逻辑确定，则路由引擎通过WAN从远程服务器请求业务逻辑确定，并且在从远程服务器接收到确定后，使用将控制切换元件的确定路由互动。

53. 发明授权

US07565428B2 Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center 有权
标题翻译：用于从联络中心扩展对远程知识工作者的状态和交互的管理的方法和装置
公开(公告)号：US07565428B2
公开(公告)日：2009-07-21
申请号：US11926913
申请日：2007-10-29
申请人： Vladimir Neil Deryugin , Patrick Giacomini , Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
发明人： Vladimir Neil Deryugin , Patrick Giacomini , Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
IPC分类号： G06F15/173
CPC分类号： H04M3/5175 , G06Q10/06 , G06Q10/10 , H04L29/06 , H04L29/06027 , H04L65/1026 , H04L65/103 , H04L65/1036 , H04L65/104 , H04L65/1043 , H04L65/1069 , H04L65/4007 , H04L65/4038 , H04L67/04 , H04L67/28 , H04L67/2819 , H04L67/2823 , H04L67/327 , H04L69/08 , H04L69/329 , H04M3/2218 , H04M3/42221 , H04M3/42323 , H04M3/4234 , H04M3/4938 , H04M3/5125 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M2201/60 , H04M2207/203 , H04Q3/0029 , H04Q3/64 , H04Q2213/13034 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/1322 , H04Q2213/13345
摘要： A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.
摘要翻译：用于管理通信中心的远程代理的网络系统包括连接到网络的主服务器，主服务器控制至少一个路由点; 分布在网络上并可由远程代理访问的一个或多个辅助服务器，具有对代理计算平台和通信外围设备的数据访问的辅助服务器或服务器; 以及部分地分发给辅助服务器或服务器并且部分地分发给一个或多个代理计算平台和外围设备的软件套件，该软件套件包括用于报告代理状态数据的协议。系统通过一个或多个辅助服务器监视代理计算平台和外围设备的活动状态，因此一个或多个辅助服务器通过网络与主服务器交换控制消息和事件相关数据，以实现智能路由目的。

54. 发明申请

US20080222240A1 Method and Apparatus for Extended Management of State and Interaction of a Remote Knowledge Worker from a Contact Center 有权
公开(公告)号：US20080222240A1
公开(公告)日：2008-09-11
申请号：US12119843
申请日：2008-05-13
申请人： Vladimir N. Deryugin , Patrick Giacomini , Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
发明人： Vladimir N. Deryugin , Patrick Giacomini , Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
IPC分类号： G06F15/173
CPC分类号： H04M3/5175 , G06Q10/06 , G06Q10/10 , H04L29/06 , H04L29/06027 , H04L65/1026 , H04L65/103 , H04L65/1036 , H04L65/104 , H04L65/1043 , H04L65/1069 , H04L65/4007 , H04L65/4038 , H04L67/04 , H04L67/28 , H04L67/2819 , H04L67/2823 , H04L67/327 , H04L69/08 , H04L69/329 , H04M3/2218 , H04M3/42221 , H04M3/42323 , H04M3/4234 , H04M3/4938 , H04M3/5125 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M2201/60 , H04M2207/203 , H04Q3/0029 , H04Q3/64 , H04Q2213/13034 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/1322 , H04Q2213/13345
摘要： A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

55. 发明授权

US07376227B2 Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center 有权
标题翻译：用于在客户关系管理系统和多信道通信中心之间集成代理状态的方法和装置
公开(公告)号：US07376227B2
公开(公告)日：2008-05-20
申请号：US10993837
申请日：2004-11-18
申请人： Nikolay Anisimov , Petr Makagon , Herbert Willi Artur Ristock , Andrey Ryabchun
发明人： Nikolay Anisimov , Petr Makagon , Herbert Willi Artur Ristock , Andrey Ryabchun
IPC分类号： H04M3/00 , H04M1/64 , H04M11/00 , H04M5/00
CPC分类号： H04M3/5183 , H04M3/42093 , H04M3/42365 , H04M3/5125 , H04M3/5191
摘要： A system for integrating a contact center, an agent station, and a customer relation management server for communication includes a network adapter node having port connection to the contact center, the agent station, and the customer relation management server; and one or more dynamic states running on the network adapter mode wherein the one or more states described represent current agent activity and presence attributes according to model. In preferred application the customer relation management server is adapted to deliver data and or services or notification of availability thereof to the agent station based on the current state information for one or more events active or in queue for the agent station.
摘要翻译：用于集成用于通信的联络中心，代理站和客户关系管理服务器的系统包括具有到联络中心，代理站和客户关系管理服务器的端口连接的网络适配器节点; 以及在网络适配器模式上运行的一个或多个动态状态，其中所描述的一个或多个状态根据模型表示当前代理活动和存在属性。在优选应用中，客户关系管理服务器适于基于用于代理站的一个或多个活动或队列中的一个或多个事件的当前状态信息将代理站的数据和/或服务或其可用性通知发送给代理站。

56. 发明申请

US20060095568A1 Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment 审中-公开
标题翻译：方法和装置使得能够基于语音管理远程知识工作者在联络中心环境中的状态和交互
公开(公告)号：US20060095568A1
公开(公告)日：2006-05-04
申请号：US11290925
申请日：2005-11-29
申请人： Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
发明人： Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
IPC分类号： G06F15/173
CPC分类号： H04L29/06 , G06Q10/06 , G06Q10/10 , H04L29/06027 , H04L65/1043 , H04L65/1069 , H04L65/4007 , H04L67/04 , H04L69/08 , H04L69/329 , H04M3/36 , H04M3/42221 , H04M3/42323 , H04M3/4938 , H04M3/5125 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M3/5237 , H04M3/58 , H04M2201/40 , H04M2201/60 , H04M2203/6018 , H04M2207/18
摘要： A network system for enabling voice interaction between communications-center applications and human agents remote from the center has a primary server connected to the network the server controlling at least one routing point used by the center, a secondary server connected to the network the secondary server for generating and serving voice extensible markup language, a voice gateway associated with the secondary server, the gateway for executing voice extensible markup language and recognizing speech input, and a software platform based in the primary server and distributed in part as a server application to the secondary server, the software suite functioning as a data transformation interface between the center applications and the gateway. In a preferred use agents and applications communicate bi-directionally using VXML.
摘要翻译：用于启用通信中心应用和远离中心的人类代理之间的语音交互的网络系统具有连接到网络的主服务器，控制中心使用的至少一个路由点的服务器，连接到网络的辅助服务器辅助服务器用于生成和服务语音可扩展标记语言，与辅助服务器相关联的语音网关，用于执行语音可扩展标记语言和识别语音输入的网关，以及基于主服务器的软件平台，部分作为服务器应用分发到辅助服务器，软件套件作为中心应用程序和网关之间的数据转换接口。在优选的使用中，代理和应用程序使用VXML进行双向通信。

57. 发明授权

US06985478B2 Using XML expressed primitives for platform and system-independent call modeling 有权
公开(公告)号：US06985478B2
公开(公告)日：2006-01-10
申请号：US09827608
申请日：2001-04-06
申请人： Gregory Pogossiants , Nikolay Anisimov , Dan Kikinis
发明人： Gregory Pogossiants , Nikolay Anisimov , Dan Kikinis
IPC分类号： H04L12/66 , H04L12/28 , H04L12/56 , H04J3/16 , H04J3/22
CPC分类号： H04M7/1255 , H04L29/06 , H04L29/06027 , H04L65/1046 , H04L65/1053 , H04L65/1063 , H04L65/80 , H04L2012/6443 , H04M3/42323 , H04M3/51 , H04M3/523 , H04M7/006 , H04Q3/64 , H04Q2213/13034 , H04Q2213/1307 , H04Q2213/13097 , H04Q2213/13196 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13389
摘要： A system for providing third-party call control in a telecommunications environment is provided. The system comprises, a call-control mechanism for providing service logic and routing intelligence, a control application for providing service-logic description and command instruction for implementing third-party controlled call connections, a call-switching mechanism for providing an abstract state of switching matrix and for commutation of external and internal call legs and a commutation application for making and breaking call connections according to commands sent from the control application. The call-control mechanism, using the control application, sends primitive text commands to the call-switching mechanism, which utilizing the commutation application, receives, reads and implements the text commands containing all of the service logic and instructions required to successfully construct call connections and wherein the call-switching mechanism by virtue of the commutation application sends notification of success or failure regarding implementation of received commands back to the control application.

58. 发明授权

US06178239B1 Telephony call-center scripting by petri net principles and techniques 有权
标题翻译：通过petri网原理和技术的电话呼叫中心脚本
公开(公告)号：US06178239B1
公开(公告)日：2001-01-23
申请号：US09506113
申请日：2000-02-17
申请人： Konstatin Kishinsky , Nikolay Anisimov
发明人： Konstatin Kishinsky , Nikolay Anisimov
IPC分类号： H04M3523
CPC分类号： H04M3/5183 , H04M3/42323 , H04M3/5175 , H04M2201/42 , Y10S379/90
摘要： A call center management system comprises a graphical user interface (GUI) adapted for modeling call center behavior, and the behavior of objects within a call center, as Petri Net directed graphs. Once developed, the Petri Net graphs can be compiled as software modules for use in CTI management of a call center. In another aspect the composed Petri Nets are assembled into high-level Petri Nets, and a Petri Net engine is employed to manage a call center. Management techniques and concepts taught are extended to network management as well.
摘要翻译：呼叫中心管理系统包括适于建模呼叫中心行为的图形用户界面（GUI）以及呼叫中心内的对象的行为，作为Petri Net有向图。一旦开发，Petri Net图可以被编译为用于呼叫中心的CTI管理的软件模块。在另一方面，组合的Petri网被组装成高级Petri网，并且采用Petri Net引擎来管理呼叫中心。管理技术和教学概念也扩展到网络管理。

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