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1. 发明申请

WO2011094078A3 INTERACTION MANAGEMENT SYSTEM AND METHODS OF USE 审中-公开
标题翻译：交互管理系统及其使用方法
公开(公告)号：WO2011094078A3
公开(公告)日：2014-03-20
申请号：PCT/US2011021364
申请日：2011-01-14
申请人： GENESYS TELECOMM LAB INC , BARNETT JAMES HARMON , SCOTT MARK
发明人： BARNETT JAMES HARMON , SCOTT MARK
IPC分类号： H04M3/00
CPC分类号： H04M3/5191 , G06F3/048 , G06F3/0481 , G06F3/0484 , G06F3/04842 , G06Q10/08 , G06Q10/10 , H04L67/02 , H04L67/10 , H04M3/5175 , H04M3/523 , H04M3/5232 , H04M7/003 , H04M7/0036 , H04M2201/38 , H04M2203/2011 , H04M2203/252
摘要： A communication transaction management system has a computerized appliance executing software from a digital medium for a particular enterprise, a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents, and a monitoring function for determining behavior of the persons associated with individual transactions on hold relative to an interactive presentation. Individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function.
摘要翻译：通信事务管理系统具有计算机化的设备，用于从特定企业的数字媒体执行软件，软件跟踪接收由相关人员发起的交易的保持功能，以及选择用于与实时代理连接的单独交易，以及用于确定的监视功能与交互式演示文稿相关的个人交易相关人员的行为。至少部分取决于监视功能确定的行为，保留的个别事务优先于连接到实时代理。

2. 发明申请

WO2011097099A3 SYSTEM FOR INDICATING PRIORITY LEVELS FOR TRANSACTION AND TASK ENGAGEMENT IN A CALL CENTER 审中-公开
标题翻译：在呼叫中心交易和任务参与的优先级指示系统
公开(公告)号：WO2011097099A3
公开(公告)日：2011-11-10
申请号：PCT/US2011022610
申请日：2011-01-26
申请人： GENESYS TELECOMM LAB INC , RISTOCK HERBERT , MEZHIBOVSKY VLADIMIR , KOROLEV NIKOLAY
发明人： RISTOCK HERBERT , MEZHIBOVSKY VLADIMIR , KOROLEV NIKOLAY
IPC分类号： H04M3/00
CPC分类号： H04M3/5141 , H04M3/51 , H04M3/5133 , H04M3/5158 , H04M3/5183 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5238 , H04M2201/38 , H04M2203/408 , H04M2242/22
摘要： A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.
摘要翻译：呼叫中心系统具有执行来自机器可读介质的软件（SW）的计算机化服务器，启用用于收集关于传入交易的数据的SW的数据收集功能，耦合到数据收集引擎并且能够处理针对一组业务规则收集的数据，数据处理功能确定各个输入事务的优先级，以及分配功能，用于将由数据处理功能确定的优先级指示分配给代理可访问的一个或多个呈现接口，在代理商进行关联交易时或其附近。

3. 发明申请

WO2010078012A3 TRUST-INTERACTIVE COMMUNICATION APPLICATIONS 审中-公开
标题翻译：信任交互通信应用
公开(公告)号：WO2010078012A3
公开(公告)日：2010-09-30
申请号：PCT/US2009068410
申请日：2009-12-17
申请人： GENESYS TELECOMM LAB INC , RISTOCK HERBERT WILLI ARTUR , PERLMUTTER S MICHAEL , GALVIN BRIAN
发明人： RISTOCK HERBERT WILLI ARTUR , PERLMUTTER S MICHAEL , GALVIN BRIAN
IPC分类号： H04L29/06
CPC分类号： H04L63/08 , H04L63/105 , H04L63/20
摘要： A communication software module executing on a computerized appliance from a machine-readable medium includes functionality enabling a user to direct a communication event to a particular destination by an address of the destination, functionality for transmitting the destination address to a remote trust authority, functionality for initiating the communication event, and functionality for receiving trust information from the remote trust authority, the trust information associated with an enterprise or a person associated with the destination address. Various communication modules are provided, such as email clients, instant messaging systems, chat systems, and voice communication systems.
摘要翻译：从机器可读介质在计算机化设备上执行的通信软件模块包括使用户能够通过目的地地址将通信事件定向到特定目的地的功能，将目的地地址发送到远程信任机构的功能，发起通信事件，以及用于从远程信任机构接收信任信息的功能，与企业或与目的地地址相关联的人员相关联的信任信息。提供各种通信模块，例如电子邮件客户端，即时消息系统，聊天系统和语音通信系统。

4. 发明申请

WO2008045775A3 INTEGRATING SIP CONTROL MESSAGING INTO EXISTING COMMUNICATION CENTER ROUTING INFRASTRUCTURE 审中-公开
标题翻译：将SIP控制消息传递到现有的通信中心路由基础设施
公开(公告)号：WO2008045775A3
公开(公告)日：2008-07-10
申请号：PCT/US2007080535
申请日：2007-10-05
申请人： GENESYS TELECOMM LAB INC , KIKINIS DAN
发明人： KIKINIS DAN
IPC分类号： H04L12/66
CPC分类号： H04M3/5191 , H04M3/523 , H04M7/003 , H04M7/006 , H04M7/1255 , H04M2207/203
摘要： A software suite is disclosed for routing communication events over a data- packet-network using an IP session initiation and management protocol. The software suite comprises, a server application running on the network for computing and serving routing determinations per request, a session management application running on the network for initiating and managing routed and established session events, a parsing application running on the network for parsing request data received under session initiation protocol and a conversion application running on the network for converting data received under session initiation protocol into a routing request. All received communication requests for routing are in the form of the session initiation protocol wherein they are parsed and converted into routing requests processed by the server application and routed to determined destinations and wherein events are established as session events conducted under the session initiation and management protocol.
摘要翻译：公开了一种软件套件，用于使用IP会话启动和管理协议在数据包网络上路由通信事件。软件套件包括：在网络上运行的用于计算和提供每个请求的路由确定的服务器应用程序，在网络上运行的用于启动和管理路由和建立的会话事件的会话管理应用程序，在网络上运行的解析应用程序，用于解析请求数据在会话发起协议下接收的转换应用，以及在网络上运行的用于将在会话发起协议接收的数据转换为路由请求的转换应用。所有接收到的用于路由的通信请求都是会话发起协议的形式，其中它们被解析并转换成由服务器应用处理的路由请求，并被路由到确定的目的地，并且其中事件被建立为在会话发起和管理协议。

5. 发明申请

WO2006055059A3 METHOD AND APPARATUS FOR INTEGRATING AGENT STATUS BETWEEN A CUSTOMER RELATIONS MANAGEMENT SYSTEM AND A MULTIPLE CHANNEL COMMUNICATIONS CENTER 审中-公开
标题翻译：用于整合客户关系管理系统和多个通道通信中心之间的代理状态的方法和装置
公开(公告)号：WO2006055059A3
公开(公告)日：2007-01-25
申请号：PCT/US2005027544
申请日：2005-08-02
申请人： GENESYS TELECOMM LAB INC , ANISIMOV NIKOLAY , MAKAGON PETR , RISTOCK HERBERT WILLI ARTHUR , RYABCHUN ANDREI
发明人： ANISIMOV NIKOLAY , MAKAGON PETR , RISTOCK HERBERT WILLI ARTHUR , RYABCHUN ANDREI
IPC分类号： H04M3/00 , H04M1/64 , H04M11/00
CPC分类号： H04M3/5183 , H04M3/42093 , H04M3/42365 , H04M3/5125 , H04M3/5191
摘要： A system (100) for integrating a contact center (110), an agent station (122, 123), and a customer relation management server (128a, 128b) for communication includes a network adapter node (114) having port connection to the contact center (110), the agent station (122, 123), and the customer relation management server (128a, 128b); and one or more dynamic states running on the network adapter mode (114) 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 (128a, 128b) is adapted to deliver data and or services or notification of availability thereof to the agent station (122, 123) based on the current state information for one or more events active or in queue for the agent station (122, 123).
摘要翻译：用于集成用于通信的联络中心（110），代理站（122,123）和客户关系管理服务器（128a，128b）的系统（100）包括具有到联系人的端口连接的网络适配器节点（114）中心（110），代理站（122,123）和客户关系管理服务器（128a，128b）; 以及在网络适配器模式（114）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（128a，128b）适于基于用于一个或多个活动或队列中的事件的当前状态信息向代理站（122,123）传送数据和/或服务或其可用性的通知用于代理站（122,123）。

6. 发明申请

WO2004021127A3 METHOD AND APPARATUS FOR PLANNING RESOURCES BASE ON EVENTS IN A MASTER QUEUE 审中-公开
标题翻译：基于大型队伍活动的资源规划方法与装置
公开(公告)号：WO2004021127A3
公开(公告)日：2004-07-22
申请号：PCT/US0326935
申请日：2003-08-27
申请人： GENESYS TELECOMM LAB INC
发明人： PETROVYKH YEVGENIY
IPC分类号： H04L12/24 , H04L12/58 , H04L29/06 , H04L29/08 , H04M3/22 , H04M3/36 , H04M3/51 , H04M3/523 , H04M7/00 , H04M7/12 , H04Q3/64 , H04L12/56
CPC分类号： H04M3/5191 , H04L29/06027 , H04L41/18 , H04L43/06 , H04L43/0817 , H04L51/00 , H04L51/04 , H04L63/0281 , H04L65/1016 , H04L65/4007 , H04L67/02 , H04L67/04 , H04L67/142 , H04L67/24 , H04M3/2218 , H04M3/36 , H04M3/42093 , H04M3/42365 , H04M3/5175 , H04M3/5183 , H04M3/5231 , H04M3/5232 , H04M3/5238 , H04M7/003 , H04M7/006 , H04M7/12 , H04M2203/2011 , H04M2203/402 , H04M2203/4536 , H04Q3/64 , H04Q2213/1305 , H04Q2213/13072 , H04Q2213/13103 , H04Q2213/13164 , H04Q2213/13335 , H04Q2213/13349
摘要： A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a queue has a first interface for accessing information from the queue (1300), a second interface for accessing information from data source about workforce availability and state information (1302), a processing component for processing queue information and workforce information (1303), and a message generation and delivery component for generating a workforce allocation and recommendation based on processing results (1304) and sending the recommendation to a target entity (1305).
摘要翻译：一种用于基于在队列中表示的事件的需求来推荐在通信中心中的人力资源分配的软件应用程序具有用于从队列（1300）访问信息的第一接口，用于从数据源访问有关劳动力可用性和状态信息的信息的第二接口（1302），用于处理队列信息和劳动力信息的处理组件（1303），以及用于基于处理结果（1304）生成劳动力分配和推荐并将所述推荐发送到目标实体的消息生成和递送组件（1305）。

7. 发明申请

WO0174035A3 METHOD AND APPARATUS FOR RECORDING AND AUTOMATED PLAYBACK OF PERSONAL AGENT GREETINGS IN A COMMUNICATION-CENTER ENVIRONMENT 审中-公开
标题翻译：用于在通信中心环境中记录和自动播放个人代理人的方法和装置
公开(公告)号：WO0174035A3
公开(公告)日：2002-03-07
申请号：PCT/US0107211
申请日：2001-03-06
申请人： GENESYS TELECOMM LAB INC
发明人： GARCIA GUSTOVO MANUEL MARIN DA
IPC分类号： H04M3/42 , H04M3/51 , H04M1/64 , H04M3/00 , H04M7/00
CPC分类号： H04M3/5191 , H04M3/42042 , H04M3/42102 , H04M3/5166 , H04M2203/306 , H04M2242/22 , Y10S379/908
摘要： A system (9) for presenting a recorded message on behalf of an agent receiving a call at an agent station (51) in a call center (15), the agent station (51) having a telephony interface for receiving calls and a personal computer with a video display unit (PC/VDU), has a telephony switching apparatus (27) enhanced by a computer-telephony integration (CTI) processor (31), an Interactive Voice Response (IVR) system executing a voice treatment option (VTO) software, coupled to the telephony switching apparatus (27) and the CTI processor (31); and a data repository (47) having recorded messages stored on behalf of the agent and accessible to the CTI processor (31). The CTI processor (31) routes incoming calls to the telepony interface for the agent, uses data associated with the calls for selecting appropriate recorded messages, and causes, by controlling the IVR, a retrieved recorded message to be played to a caller upon the agent picking up the routed call. The system is useful with both conventional telephone systems (23) anddata network telephony (13), such as over the Internet.
摘要翻译：一种用于在呼叫中心（15）中的代理站（51）处代表接收呼叫的代理呈现记录的消息的系统（9），所述代理站（51）具有用于接收呼叫的电话接口和个人计算机具有视频显示单元（PC / VDU）的电话交换设备具有通过计算机电话集成（CTI）处理器（31）增强的电话交换设备（27），执行语音处理选项（VTO）的交互式语音响应（IVR）软件，耦合到电话交换设备（27）和CTI处理器（31）; 以及数据存储库（47），其具有记录代表所述代理而存储并可被CTI处理器（31）访问的消息。 CTI处理器（31）将进入的呼叫路由到代理的电话接口，使用与呼叫相关联的数据来选择适当的记录消息，并且通过控制IVR，使代理人向呼叫者播放检索到的记录消息拿起路由呼叫。该系统对于常规电话系统（23）和数据网络电话（13）（例如通过因特网）是有用的。

8. 发明申请

WO9945716A2 TELEPHONY CALL-CENTER SCRIPTING BY PETRI NET PRINCIPLES AND TECHNIQUES 审中-公开
标题翻译： PETRI网络原理和技术的电话呼叫中心脚本
公开(公告)号：WO9945716A2
公开(公告)日：1999-09-10
申请号：PCT/US9904248
申请日：1999-02-25
申请人： GENESYS TELECOMM LAB INC
发明人： KISHINSKY KONSTATIN , ANISIMOV NIKOLAY
IPC分类号： G06F19/00 , H04M3/00 , H04M3/42 , H04M3/51 , H04Q3/545 , H04Q3/64 , H04Q
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。

9. 发明申请

WO9926424A3 NEGOTIATED ROUTING IN TELEPHONY SYSTEMS 审中-公开
标题翻译：电话系统中的协调路由
公开(公告)号：WO9926424A3
公开(公告)日：1999-07-29
申请号：PCT/US9822600
申请日：1998-10-23
申请人： GENESYS TELECOMM LAB INC
发明人： NEYMAN IGOR , MILOSLAVSKY ALEC
IPC分类号： H04M3/42 , H04M3/00 , H04M3/436 , H04M3/523 , H04M7/00 , H04Q3/00 , H04Q3/64
CPC分类号： H04Q3/64 , H04M3/42323 , H04M3/436 , H04M3/523 , H04Q3/0029 , H04Q2213/13034 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13107 , H04Q2213/13164 , H04Q2213/13166 , H04Q2213/1322 , H04Q2213/13224 , H04Q2213/13395
摘要： A telephone call distribution system for determining destination for an incoming telephone call in a telephony network (100) including a service control point (SCP) (101) operates with a plurality of workstations (361, 362) each comprising a telephone (131, 132) coupled to the telephony network (100) and a proximate computer station having a video display unit (PC/VDU) (331, 332), the PC/VDU (331, 332) connected to the SCP (101) via a wide range area network (WAN), and a personal router (207) associated with each PC/VDU (331, 332). The SCP (101) broadcasts data pertaining to the incoming telephone call and a request for a destination to individual ones of the PC/VDUs (331, 332) via the WAN, and the personal routers (207) negotiate a destination based on individual routing rules and the data pertaining to the call. At least one of the individual routers responds to the SCP (101) with a destination for the call.
摘要翻译：用于确定包括服务控制点（SCP）（101）的电话网络（100）中的进入电话呼叫的目的地的电话呼叫分配系统与多个工作站（361,362）一起操作，每个工作站包括电话（131,132 ）和具有视频显示单元（PC / VDU）（331,332）的邻近计算机站，所述PC / VDU（331,332）经由宽范围连接到所述SCP（101）区域网络（WAN）和与每个PC / VDU（331,332）相关联的个人路由器（207）。 SCP（101）通过WAN广播与入局电话呼叫有关的数据和对目的地的个人PC / VDU（331,332）的请求，并且个人路由器（207）基于各个路由协商目的地规则和与呼叫有关的数据。各个路由器中的至少一个路由器响应于SCP（101）用于该呼叫的目的地。

10. 发明申请

WO9716014A2 VIDEO TELECOMMUNICATION ROUTING SYSTEMS AND METHODS 审中-公开
标题翻译：视频电话路由系统和方法
公开(公告)号：WO9716014A2
公开(公告)日：1997-05-01
申请号：PCT/US9616919
申请日：1996-10-22
申请人： GENESYS TELECOMM LAB INC
发明人： MILOSLAVSKY ALEC , GOECKE JASON
IPC分类号： H04L12/58 , H04M3/42 , H04M3/51 , H04M7/00 , H04N7/14 , H04N7/15 , H04M3/50
CPC分类号： H04N7/15 , H04M3/42059 , H04M3/42323 , H04M3/51 , H04M7/0033 , H04M2242/22 , H04N7/148
摘要： The present invention involves a system for routing video telecommunication calls received by a central exchange to one of a plurality of video stations connected to the exchange. Each video communication channel occupies two voice-quality telephone channels. Video telecommunication calls are initiated by a video device having preassigned telephone numbers. The video device then calls the central exchange. The routing system contains a telephone switch that connects the first incoming telephone channel to a video station. The ANI of the calling video device is recorded. When the second incoming telephone channel of the same video station is received, its ANI is detected. Because the telephone numbers associated with the calling video device are preassigned, the routing system is able to anticipate the second ANI of the channel which carries the video telecommunication. Upon receiving a call having the second ANI, the routing system then connects this call to the same video station.
摘要翻译：本发明涉及一种用于将由中央交换机接收的视频电信呼叫路由到连接到交换机的多个视频站之一的系统。每个视频通信信道占用两个语音质量的电话信道。视频电话呼叫由具有预先分配的电话号码的视频设备发起。视频设备然后呼叫中央交换机。该路由系统包含一个将第一个进入的电话信道连接到视频站的电话交换机。记录呼叫视频设备的ANI。当接收到同一视频台的第二个进入电话信道时，检测到其ANI。由于与主叫视频设备相关联的电话号码被预分配，所以路由系统能够预测携带视频电信的信道的第二ANI。当接收到具有第二ANI的呼叫时，路由系统然后将该呼叫连接到同一个视频站。

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