公开(公告)号：US09288643B2

公开(公告)日：2016-03-15

申请号：US13502511

申请日：2010-12-20

Applicant: Jialiang Wang ,  Kan Zhang ,  Yang Zhao ,  Haichao Xie

Inventor： Jialiang Wang ,  Kan Zhang ,  Yang Zhao ,  Haichao Xie

IPC: H04W4/16 ,  H04M3/44 ,  H04M1/2745

CPC classification number: H04M3/4931 ,  H04M1/274508 ,  H04M1/27455 ,  H04M1/274558 ,  H04M1/274583 ,  H04M3/44 ,  H04M2201/54 ,  H04M2242/15 ,  H04M2242/22 ,  H04M2250/60 ,  H04M2250/70 ,  H04W4/022 ,  H04W4/023 ,  H04W4/16

Abstract: Systems and methods consistent with the invention relate to automated business and service dialing. According to one exemplary embodiment, a business dialing system is disclosed. The system includes a memory configured to store a plurality of business objects containing phone numbers corresponding to a plurality of business entities. The system further includes a user input device configured to detect key presses. The system also includes a processor coupled to the user input device and the memory. The processor is configured to generate a key sequence and a number sequence based on the detected key presses. The processor is further configured to search the memory for business objects corresponding to the key sequence. The system further includes a display device configured to display the number sequence and the business objects. The user input interface is further configured to detect a selection of a business object, among the business objects, or a dial command. The processor is configured to perform an action associated with the selected business object if the selection of the business object is detected, and dial the number sequence as a phone number if the dial command is detected.

Abstract translation: 与本发明一致的系统和方法涉及自动商业和服务拨号。 根据一个示例性实施例，公开了一种商务拨号系统。 该系统包括被配置为存储包含对应于多个业务实体的电话号码的多个业务对象的存储器。 该系统还包括被配置为检测按键的用户输入装置。 该系统还包括耦合到用户输入设备和存储器的处理器。 处理器被配置为基于检测到的按键生成键序列和数字序列。 处理器还被配置为搜索对应于该键序列的业务对象的存储器。 该系统还包括被配置为显示数字序列和业务对象的显示设备。 用户输入接口还被配置为检测业务对象，业务对象中的选择或拨号命令。 如果检测到业务对象的选择，则处理器被配置为执行与所选择的业务对象相关联的动作，并且如果检测到拨号命令，则将该号码序列作为电话号码拨打。

公开(公告)号：US09118757B2

公开(公告)日：2015-08-25

申请号：US14465218

申请日：2014-08-21

Applicant: BSJD, LLC

Inventor： Joseph Dauteuil ,  Stuart Groom

IPC: H04M3/00 ,  H04M3/42 ,  G06F17/30

CPC classification number: H04M3/42314 ,  G06F17/30598 ,  G06F17/30864 ,  H04M3/22 ,  H04M3/42161 ,  H04M3/5175 ,  H04M2201/38 ,  H04M2201/54

Abstract: A system and method for mapping a private branch exchange is provided whereby a visual representation of a private branch exchange is graphically displayed. Once the PBX is mapped, a user can then make changes to the connections and other data in the branch exchange and save those changes such that the PBX will then follow the edited structure.

Abstract translation: 提供用于映射专用小交换机的系统和方法，由此图形地显示专用小交换机的视觉表示。 一旦PBX被映射，用户可以对分支交换中的连接和其他数据进行更改，并保存这些更改，使得集团电话随后将遵循编辑的结构。

公开(公告)号：US20150117629A1

公开(公告)日：2015-04-30

申请号：US14582164

申请日：2014-12-23

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Vyacheslav ZHAKOV ,  Petr MAKAGON

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5175 ,  G06F9/45558 ,  G06F9/50 ,  G06F2009/4557 ,  G06F2009/45575 ,  G06Q10/0631 ,  H04M3/51 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/355 ,  H04M2203/402 ,  H04M2203/408

Abstract: A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

Abstract translation: 用于监视联络中心的部署状态的系统和方法。 处理器将联络中心的状态从第一部署状态迁移到第二部署状态。 处理器记录从第一部署状态迁移到第二部署状态的步骤，并将记录的步骤与描述第二部署状态的元数据相关联地存储。 处理器监视第二状态的健康状况，并且响应于确定第二部署状态是不正常的而采取将联络中心的状态移动到健康状态的动作。 迁移可以基于检测与联络中心的操作有关的条件。 处理器基于用于将联络中心的状态从第一部署状态迁移到第二部署状态的检测条件，动态地调整联络中心的至少一个硬件或软件资源。

公开(公告)号：US08989367B2

公开(公告)日：2015-03-24

申请号：US14025806

申请日：2013-09-12

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Vyacheslav Zhakov ,  Petr Makagon

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q10/06 ,  H04M3/523

CPC classification number: H04M3/5175 ,  G06F9/45558 ,  G06F9/50 ,  G06F2009/4557 ,  G06F2009/45575 ,  G06Q10/0631 ,  H04M3/51 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/355 ,  H04M2203/402 ,  H04M2203/408

Abstract: A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

Abstract translation: 用于监视联络中心的部署状态的系统和方法。 处理器将联络中心的状态从第一部署状态迁移到第二部署状态。 处理器记录从第一部署状态迁移到第二部署状态的步骤，并将记录的步骤与描述第二部署状态的元数据相关联地存储。 处理器监视第二状态的健康状况，并且响应于确定第二部署状态是不正常的而采取将联络中心的状态移动到健康状态的动作。 迁移可以基于检测与联络中心的操作有关的条件。 处理器基于用于将联络中心的状态从第一部署状态迁移到第二部署状态的检测条件，动态地调整联络中心的至少一个硬件或软件资源。

公开(公告)号：US08849631B2

公开(公告)日：2014-09-30

申请号：US12119554

申请日：2008-05-13

Applicant: Shiri Kremer-Davidson ,  Alan Hartman ,  Mila Keren ,  Dmitri Pikus

Inventor： Shiri Kremer-Davidson ,  Alan Hartman ,  Mila Keren ,  Dmitri Pikus

IPC: G06G7/48 ,  G06F9/455 ,  G06F9/44 ,  G06F17/30 ,  H04L29/06 ,  H04M3/42 ,  H04M7/00

CPC classification number: H04M3/42136 ,  G06F8/24 ,  G06F8/34 ,  G06F17/3089 ,  H04L65/1016 ,  H04M7/006 ,  H04M2201/54

Abstract: A method of telephone call management in process of service development that allows a user to model and create telephone call management schemes independent of telecommunications protocols and network layer details. The method of the invention operates by creating an abstract model of a telephone call life-cycle that is converted, using a set of communication threads, into executable code. Models in accordance with the method of the invention are constructed using an Integrated Development Environment (IDE) for creating and developing telecom services that embodies the Telecom Service Domain Specific Language (TS-DSL) which is implemented as a Unified Modeling Language (UML) extension for the telecom domain. By this method, individuals without specialized knowledge of telecom related software programming and protocols can successfully design and implement telecom services that manages calls. The ease of implementation of the method also reduces design time and, therefore, time to market of the finished product.

Abstract translation: 一种在服务开发过程中进行电话呼叫管理的方法，其允许用户独立于电信协议和网络层细节来建立和创建电话呼叫管理方案。 本发明的方法通过创建使用一组通信线程转换成可执行代码的电话呼叫生命周期的抽象模型来操作。 根据本发明的方法的模型是使用集成开发环境（IDE）来构建的，用于创建和开发电信服务，这些电信服务体现了实现为统一建模语言（UML）扩展的电信服务域特定语言（TS-DSL） 为电信领域。 通过这种方式，没有电信相关软件编程和协议专业知识的人员可以成功地设计和实施管理呼叫的电信业务。 该方法的易于实施还减少了设计时间，并因此缩短了成品的上市时间。

公开(公告)号：US20140270121A1

公开(公告)日：2014-09-18

申请号：US13928057

申请日：2013-06-26

Applicant: VONAGE NETWORK LLC

Inventor： MABROUK ABOUGHANAIMA ,  CHAKRAPANI GORREPATI ,  DEEPAK OTTUR ,  JOHN ERICKSON

IPC: H04L29/06 ,  H04M3/38

CPC classification number: H04L63/083 ,  H04L63/0281 ,  H04L63/08 ,  H04L63/0884 ,  H04M3/38 ,  H04M7/0012 ,  H04M2201/54 ,  H04M2207/30

Abstract: A method and apparatus for routing Application Programming Interface (API) calls from a partner entity to a telephony service provider (TSP) network are provided herein. In some embodiments, a method for routing API calls may include receiving a first message including an API call and a partner API key used to authenticate the partner entity on the TSP network to access a partner API layer disposed on the TSP network, extracting the partner API key from the first message, performing an authentication process to authenticate an identity of the partner entity using at least the extracted partner API key, and routing the first message based on results of the authentication process. In some embodiments, the first message is routed to the partner API layer disposed on the TSP network when the identity of the partner entity is authenticated.

Abstract translation: 本文提供了一种用于将来自伙伴实体的应用编程接口（API）呼叫路由到电话服务提供商（TSP）网络的方法和装置。 在一些实施例中，用于路由API调用的方法可以包括接收包括API调用的第一消息和用于认证TSP网络上的伙伴实体的伙伴API密钥以访问设置在TSP网络上的伙伴API层，提取伙伴 API密钥，执行认证过程以使用至少所提取的伙伴API密钥来验证对方实体的身份，以及基于认证过程的结果来路由第一消息。 在一些实施例中，当伙伴实体的身份被认证时，第一消息被路由到设置在TSP网络上的伙伴API层。

公开(公告)号：US20140086401A1

公开(公告)日：2014-03-27

申请号：US14025806

申请日：2013-09-12

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Herbert Willi Artur Ristock ,  Vyacheslav Zhakov ,  Petr Makagon

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5175 ,  G06F9/45558 ,  G06F9/50 ,  G06F2009/4557 ,  G06F2009/45575 ,  G06Q10/0631 ,  H04M3/51 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/355 ,  H04M2203/402 ,  H04M2203/408

Abstract: A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

Abstract translation: 用于监视联络中心的部署状态的系统和方法。 处理器将联络中心的状态从第一部署状态迁移到第二部署状态。 处理器记录从第一部署状态迁移到第二部署状态的步骤，并将记录的步骤与描述第二部署状态的元数据相关联地存储。 处理器监视第二状态的健康状况，并且响应于确定第二部署状态是不正常的而采取将联络中心的状态移动到健康状态的动作。 迁移可以基于检测与联络中心的操作有关的条件。 处理器基于用于将联络中心的状态从第一部署状态迁移到第二部署状态的检测条件，动态地调整联络中心的至少一个硬件或软件资源。

公开(公告)号：US20140079207A1

公开(公告)日：2014-03-20

申请号：US14025810

申请日：2013-09-12

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vyacheslav Zhakov ,  Petr Makagon ,  Herbert Willi Artur Ristock

IPC: G06Q10/06 ,  H04M3/51

CPC classification number: H04M3/5175 ,  G06F9/45558 ,  G06F2009/4557 ,  G06F2009/45575 ,  G06Q10/0631 ,  H04M3/51 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/355 ,  H04M2203/402 ,  H04M2203/408

Abstract: A system and method for dynamically scaling up or down, resources of a contact center tenant, based on detected or predicted demands on the contact center tenant. A processor monitors and collects contact center operation data. The processor detects, in response to the monitoring, a condition relating to the operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition. Health of a particular deployment may also be monitored to learn over time which deployments are healthy for which conditions. If a current deployment is deemed to be unhealthy, the processor may take action to move the contact center to a healthy state.

Abstract translation: 根据对联络中心租户的检测或预测要求，动态地扩大或缩小联络中心租户的资源的系统和方法。 处理器监视和收集联络中心操作数据。 处理器响应于监视而检测与联络中心的操作有关的状况。 处理器基于检测到的条件动态地调整联络中心的至少一个硬件或软件资源。 还可以监视特定部署的健康状况，以便随时间了解哪些部署对于哪些条件是健康的。 如果当前的部署被认为是不健康的，则处理器可以采取行动将联络中心移动到健康状态。

公开(公告)号：US20130295999A1

公开(公告)日：2013-11-07

申请号：US13502511

申请日：2010-12-20

Applicant: Jialiang Wang ,  Kan Zhang ,  Yang Zhao ,  Haichao Xie

Inventor： Jialiang Wang ,  Kan Zhang ,  Yang Zhao ,  Haichao Xie

IPC: H04W4/16

CPC classification number: H04M3/4931 ,  H04M1/274508 ,  H04M1/27455 ,  H04M1/274558 ,  H04M1/274583 ,  H04M3/44 ,  H04M2201/54 ,  H04M2242/15 ,  H04M2242/22 ,  H04M2250/60 ,  H04M2250/70 ,  H04W4/022 ,  H04W4/023 ,  H04W4/16

Abstract: Systems and methods consistent with the invention relate to automated business and service dialing. According to one exemplary embodiment, a business dialing system is disclosed. The system includes a memory configured to store a plurality of business objects containing phone numbers corresponding to a plurality of business entities. The system further includes a user input device configured to detect key presses. The system also includes a processor coupled to the user input device and the memory. The processor is configured to generate a key sequence and a number sequence based on the detected key presses. The processor is further configured to search the memory for business objects corresponding to the key sequence. The system further includes a display device configured to display the number sequence and the business objects. The user input interface is further configured to detect a selection of a business object, among the business objects, or a dial command. The processor is configured to perform an action associated with the selected business object if the selection of the business object is detected, and dial the number sequence as a phone number if the dial command is detected.

Abstract translation: 与本发明一致的系统和方法涉及自动商业和服务拨号。 根据一个示例性实施例，公开了一种商务拨号系统。 该系统包括被配置为存储包含对应于多个业务实体的电话号码的多个业务对象的存储器。 该系统还包括被配置为检测按键的用户输入装置。 该系统还包括耦合到用户输入设备和存储器的处理器。 处理器被配置为基于检测到的按键生成键序列和数字序列。 处理器还被配置为搜索对应于该键序列的业务对象的存储器。 该系统还包括被配置为显示数字序列和业务对象的显示设备。 用户输入接口还被配置为检测业务对象，业务对象中的选择或拨号命令。 如果检测到业务对象的选择，则处理器被配置为执行与所选择的业务对象相关联的动作，并且如果检测到拨号命令，则将该号码序列作为电话号码拨打。

公开(公告)号：US07227942B2

公开(公告)日：2007-06-05

申请号：US11221705

申请日：2005-09-09

Applicant: Ajay P. Deo ,  Kelvin R. Porter ,  Henry Wang

Inventor： Ajay P. Deo ,  Kelvin R. Porter ,  Henry Wang

IPC: H04M7/00 ,  G06F9/44

CPC classification number: H04M15/00 ,  H04M3/42136 ,  H04M3/4228 ,  H04M15/90 ,  H04M2201/54 ,  H04M2203/052 ,  H04M2207/12 ,  H04M2215/016 ,  H04Q3/0029 ,  H04Q3/0037

Abstract: System and methodology for providing real-time call processing services received at a switch in an intelligent network having one or more service nodes having originating switches for receiving a call event. The system includes a platform-independent communication system for enabling communication between object instances executing at service nodes in the intelligent network. An operating system agent object instance executing in an execution environment associated with an originating switch communicates call origination information corresponding to a call event received at the switch to one or more object instances executing in an execution environment provided at a service node in the network; the object instances including a line object instance for maintaining the state of a communications line associated with a call origination, and, a service object implementing methods for performing a service according to a customer request. A first database storage device accessible by the service object provides call routing information according to a customer's subscription. A second database storage device is accessible by the service object to provide a corresponding terminating switch location address at a node in the network for the call based on the retrieved call routing information. The platform-independent communication system communicates call routing commands between the service object and at least the line object instance, for enabling call connection between originating and terminating switches independent of their location in the network.

Abstract translation: 用于提供在具有一个或多个具有用于接收呼叫事件的起始交换机的服务节点的智能网络中的交换机处接收的实时呼叫处理服务的系统和方法。 该系统包括平台无关的通信系统，用于实现在智能网络中的服务节点处执行的对象实例之间的通信。 在与始发交换机相关联的执行环境中执行的操作系统代理对象实例将与在交换机处接收到的呼叫事件相对应的呼叫发起信息传送到在网络中的服务节点处提供的执行环境中执行的一个或多个对象实例; 所述对象实例包括用于维护与呼叫发起相关联的通信线路的状态的线路对象实例，以及实现根据客户请求执行服务的方法的服务对象。 可由服务对象访问的第一数据库存储设备根据客户的订阅提供呼叫路由信息。 第二数据库存储设备可由服务对象访问，以基于所检索的呼叫路由信息在呼叫的网络中的节点处提供对应的终止交换机位置地址。 独立于平台的通信系统在服务对象和至少线路对象实例之间传送呼叫路由命令，用于在始发和终止交换机之间启用独立于网络中的位置的呼叫连接。