公开(公告)号：EP1088277A4

公开(公告)日：2005-05-11

申请号：EP99927333

申请日：1999-06-07

Applicant: GENESYS TELECOMM LAB INC

Inventor： KIKINIS DAN

IPC: G06F13/00 ,  G06Q10/10 ,  H04L12/58 ,  G06F15/16 ,  G06F17/60

CPC classification number: G06Q10/10 ,  G06Q10/107

Abstract: An e-mail processing application (43, 45) executable on a computer station having a video display unit searches (47) a received e-mail for one or more words, phrases, and addresses for comparison with stored words, phrases and addresses in a stored table, and upon finding a match (49) in the stored table, inserts (51) one or more of words, phrases, or addresses associated in the stored table with the words, phrases or addresses from the received e-mail in any reply (53) to the received e-mail. A 'send to' address in a received e-mail triggers automatically one or both of a particular 'from' and 'reply to' address in any response to the received e-mail. In another embodiment, a 'send to' address in a received e-mail, resulting from a table look-up, automatically prepares and sends a new e-mail identical to the received e-mail except for a new 'send to' address retrieved from the stored table.

Abstract translation: 在具有视频显示单元（VDU）的计算机站上执行的电子邮件处理应用程序可以在接收到的电子邮件中搜索一个或多个单词，短语和地址，以便与存储的表中的存储的单词，短语和地址进行比较，以及 在存储的表中找到匹配后，在接收到的电子邮件的任何回复中，将与存储表中相关联的一个或多个字，短语或地址与来自接收的电子邮件的单词，短语或地址相插入。 在优选实施例中，在接收到的电子邮件的任何响应中，所接收的电子邮件中的“发送到”地址自动地触发特定的“从”和“回复”地址中的一个或两个。 在替代实施例中，作为表查找的结果，所接收的电子邮件中的“发送到”地址自动准备并发送与接收到的电子邮件相同的新电子邮件，除了新的“发送 到“从存储的表检索的地址。 在替代实施例中，应用程序简单地在回复窗口中提供可变字段以供用户输入变量“从”和“回复”地址。

公开(公告)号：EP1142284A4

公开(公告)日：2005-01-05

申请号：EP99965163

申请日：1999-12-06

Applicant: GENESYS TELECOMM LAB INC

Inventor： YEGOSHIN LEONID A

IPC: H04M3/42 ,  H04M3/436 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  H04M7/00 ,  H04Q3/545 ,  H04Q3/58

CPC classification number: H04M3/523 ,  H04M3/42323 ,  H04M3/493 ,  H04M3/5191 ,  H04M3/5233 ,  H04M3/5237 ,  H04M7/006

Abstract: A telephone switching and routing system has a first switching apparatus (15) for receiving incoming calls (29), a first processor (17) connected to the first switching apparatus (15), and a plurality of destination sites (33) each connected to the first switching apparatus (15) by a telephony trunk (37), each destination site (33) including a destination processor (41) coupled to the first processor (17) by a communication link (39) separate from the telephony trunk (37). The first processor (17) connected to the first switching apparatus (15) maintains a list of incoming calls (29) received at the first switching apparatus (15) as a virtual queue (25), wherein individual ones of the destination processors (41) at the destination sites (33) monitor local agent status and skill sets, and request switching of calls from the published lists as agents become available to handle new calls and the first processor (17) in response to requests from the destination processors (41) controls the first switching apparatus (15) to switch calls to the requesting destinations sites (33).

公开(公告)号：EP1090363A4

公开(公告)日：2004-11-17

申请号：EP99921471

申请日：1999-04-26

Applicant: GENESYS TELECOMM LAB INC

Inventor： POWERS JAMES KARL

IPC: G06F17/30 ,  G06F15/00 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  G06F17/60

CPC classification number: G06Q10/10 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/5175 ,  H04M3/5183 ,  H04M2201/38 ,  H04M2201/42 ,  H04M2203/2072 ,  Y10S707/99932 ,  Y10S707/99943 ,  Y10S707/99945

Abstract: A system for tracking client contacts for a host organization utilizes a multimedia database and a user interface at a connected computer device. The database stores client communications as full content, and relates contacts by issue, and the user interface displays client contact communications as objects, such as icons, in issue related chronological strings. In a preferred embodiment the interface also provides an input facility for a host agent to select appropriate responses to client communications, to make commitments for response, to assign responsibility for commitments, and to notify personnel effected by entered commitments in various ways, such as reminders. Other notifications include fulfilled and unfulfilled commitments.

Abstract translation: 用于跟踪主机组织的客户端联系人的系统在连接的计算机设备上使用多媒体数据库和用户界面。 数据库将客户端通信作为完整内容存储，并且通过问题将联系人相关联，并且用户界面将客户端联系人通信作为诸如图标的对象显示在有问题的相关时间序列中。 在优选实施例中，接口还提供输入设施，用于主机代理人选择对客户通信的适当响应，作出响应承诺，分配承诺责任，并以各种方式通知所输入承诺的人员，例如提醒 。 其他通知包括履行和未履行的承诺。

公开(公告)号：EP1044551A4

公开(公告)日：2004-09-29

申请号：EP98944829

申请日：1998-09-09

Applicant: GENESYS TELECOMM LAB INC

Inventor： GALVIN BRIAN

IPC: H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M7/00 ,  H04Q3/00 ,  H04Q3/66 ,  H04Q3/72

CPC classification number: H04M3/5237 ,  H04M3/42059 ,  H04M3/42068 ,  H04M3/42102 ,  H04M3/42153 ,  H04M3/4228 ,  H04M3/42323 ,  H04M3/51 ,  H04M3/5191 ,  H04M7/006 ,  H04M2242/22 ,  H04Q3/0029 ,  H04Q3/66 ,  H04Q3/72 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13109 ,  H04Q2213/1322 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/13389

Abstract: A customer-maintained routing system for providing routing to a network provider (241) for incoming calls (107) from clients to the customer comprises a processor (103) having a data link adapted for connection to a customer access point (310) provided by the network provider, a router adapted to execute on the processor (214) and to provide routing to the network via the customer access point, and a metadata-based information system (310) maintained in RAM accessible to the processor and containing a condensed client characteristics (300). Upon receiving a request from the network including a call identifier, the router accesses the database using the identifier as a key, retreives client characteristics from the information system and provides a destination for the call to the network based on the retrieved client characteristics.

公开(公告)号：EP1013062A4

公开(公告)日：2004-09-22

申请号：EP98944799

申请日：1998-09-08

Applicant: GENESYS TELECOMM LAB INC

Inventor： SHTIVELMAN YURI ,  TUROVSKI OLEG

IPC: H04M3/54 ,  H04M1/57 ,  H04M3/00 ,  H04M3/42 ,  H04M3/428 ,  H04M7/00 ,  H04M7/12

CPC classification number: H04M3/4281 ,  H04M1/57 ,  H04M3/42365 ,  H04M7/0033 ,  H04M7/12 ,  H04M2203/156 ,  H04M2203/2011

Abstract: A telephony call-waiting system for clients having a computer (112) with a video display unit (PC/VDU) and a public-switched telephony network (PSTN) telephone (111) connected to the PSTN (151) by a single line (150), keeps a status indication of the client's Internet connection status and, during periods of time the PC/VDU is connected to the Internet (101), alerts the clients by an alert signal over the Internet connection of any waiting PSTN calls. In a preferred embodiment the client's PC/VDU is adapted to provide an audio and/or visual alert event when an alert signal is received, and to provide for a user-initiated response to an alert, accepting or rejecting a call. In the event a call is accepted, provision is made for connecting the accepted call to the client's PC/VDU as an IP call. In some embodiments several calls may be dealt with at the PC/VDU, and features are provided such as caller-ID on the client's VDU. Several ways of accomplishing the call-waiting system are taught.

公开(公告)号：EP1013054A4

公开(公告)日：2004-09-22

申请号：EP98946907

申请日：1998-09-09

Applicant: GENESYS TELECOMM LAB INC

Inventor： NEYMAN IGOR ,  BARSKIY MICHAIL ,  MILOSLAVSKY ALEC ,  BONDARENKO OLEG ,  ISSAYEV VALERIY ,  PETROV ANDREI ,  KARPENKO PAUL

IPC: H04L12/64 ,  H04M3/00 ,  H04M3/32 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/60 ,  H04M5/00 ,  H04M7/00 ,  H04Q3/58

CPC classification number: H04M7/006 ,  H04M1/2473 ,  H04M3/323 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42127 ,  H04M3/42153 ,  H04M3/42161 ,  H04M3/42221 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5235 ,  H04M7/00 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2203/408 ,  H04M2242/22

Abstract: A client-server telephone call router system as part of a customer premises system has a client-server router adapted to execute on a telephony switch, such as a public branch exchange (PBX) or other telephony switch, or on a processor connected by CTI link to a telephony switch. The telephony switch or processor executing the router is connected to a local area network (LAN) that also interconnects computer workstations proximate to telephones connected to the telephony switch. Client user interface applications run on the computer workstations, allowing clients to edit routing rules for the router, which has a list of routing rules keyed to users and workstations of the customer premises system. The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation on the LAN his/her own routing rules, and transmit the edits to the client-server router where the rules will be followed to route calls for that user and protocol.

公开(公告)号：EP1013066A4

公开(公告)日：2004-07-28

申请号：EP98948164

申请日：1998-09-09

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC ,  GISBY DOUGLAS

IPC: H04L12/64 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/12 ,  H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/66 ,  H04M3/50

CPC classification number: H04L65/4007 ,  H04L12/64 ,  H04L29/06027 ,  H04L67/306 ,  H04L67/327 ,  H04L69/329 ,  H04M3/12 ,  H04M3/36 ,  H04M3/367 ,  H04M3/42323 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5236 ,  H04M3/5237 ,  H04M3/5238 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/00 ,  H04M7/006 ,  H04M7/12 ,  H04M2203/551 ,  H04M2207/12 ,  H04Q3/0029 ,  H04Q3/0045 ,  H04Q3/64 ,  H04Q3/66 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13141 ,  H04Q2213/13164 ,  H04Q2213/13174 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/13389

Abstract: A computerized telephony call center (121) for serving a customer base has a central switch (123) connected to a plurality of telephones (136, 138) at operator workstations (131, 132) and adapted to route the calls to individual ones of the telephones, and also connected to a public switched telephone network (100), and a first processor (223) connected to the central switch (123) by a high-speed data link (212) and to the telephone network by a digital network connection. The first processor (223) is adapted to monitor transactional activity of the central switch (123), to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor (224) over the digital network connection. The digital connections may be a TCP/IP connection. In a preferred embodiment, the first processor is connected by a LAN (301) to network interfaces including a video display unit and input apparatus proximate individual ones of the plurality of telephones connected to the central switch.

公开(公告)号：EP1070399A4

公开(公告)日：2004-04-21

申请号：EP99908531

申请日：1999-02-25

Applicant: GENESYS TELECOMM LAB INC

Inventor： PICKERING RICHARD B ,  GISBY DOUGLAS

IPC: H04M3/00 ,  H04L12/56 ,  H04M7/00 ,  H04J3/16 ,  H04L12/64

CPC classification number: H04M7/0057

Abstract: A system (Fig. 1) for assuring quality of service for Data Network Telephone calls such as Internet Protocol Network Telephony calls (180, 81, 203) has software (SW) for monitoring established DNT calls for adequate bandwidth. If the available bandwidth falls below a threshold, an alternative conventional call (118). Such as a PSTN or ISDN (100) call is made to replace the DNT call. Once the alternative call (118) is established, the original call (180, 181, 203) is ended. After the original call (180, 181, 203) is ended, tests of the DNT path continue and in some cases, if adequate DNT bandwidth becomes available, the call is switched back to DNT (180, 181, 203).

公开(公告)号：EP0983676A4

公开(公告)日：2002-09-11

申请号：EP98903471

申请日：1998-01-12

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC

IPC: H04L12/58 ,  H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M7/00 ,  H04N7/14 ,  H04N7/15

CPC classification number: H04N7/15 ,  H04L51/14 ,  H04M3/36 ,  H04M3/42042 ,  H04M3/42323 ,  H04M3/42365 ,  H04M3/51 ,  H04M3/5183 ,  H04M3/5237 ,  H04M7/0033 ,  H04M2242/22 ,  H04N7/148

Abstract: An Intelligent network call center system (160) has switching apparatus at plural call centers (162, 180) connected to telephones at local agent stations at each call center. The call centers are adapted to receive calls from clients at internal routing points. A router (192) coupled to each of the switches at the call centers is adapted to execute routing rules to select agent stations for transferring calls received at the routing points, and the agent station selected can be at any of the call centers involved. In one aspect the router, having selected an agent station at a call center remote from the call center where a call to be routed is first received, requests a routing point virtual number at the remote call center, then transfers the call to that new routing point. The second call center then further routes the transferred call to the final agent station. Statistics may be used in routing, and data regarding client-callers may be routed to the same agent station to which calls are routed for display.

公开(公告)号：EP0986875A4

公开(公告)日：2002-09-04

申请号：EP98926248

申请日：1998-06-03

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC ,  NEYMAN IGOR

IPC: H04L12/28 ,  H04L12/46 ,  H04L12/56 ,  H04M3/00 ,  H04M3/02 ,  H04M3/42 ,  H04M3/436 ,  H04M3/46 ,  H04M3/51 ,  H04Q3/00

CPC classification number: H04Q3/0029 ,  H04M3/02 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42323 ,  H04M3/42331 ,  H04M3/436 ,  H04M3/465 ,  H04M3/5183 ,  H04M2201/42 ,  H04M2203/2044 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13175 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/1328 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/13389

Abstract: A client-server telephone call router system as part of a customer premises system (123) has a client-server router adapted to execute on a telephony switch (121), such as a public branch exchange (PBX) or other telephony switch (121), or on a processor (223) connected by CTI link to a telephony switch (121). The telephony switch (121) or processor (223) executing the router is connected to a local area network (LAN) (301) that also interconnects computer workstations (361, 362) proximate to telephones (131, 132) connected to the telephony switch (121). Client user interface applications run on the computer workstations (361, 362), allowing clients to edit routing rules for the router (207), which has a list of routing rules keyed to users and workstations (361, 362) of the customer premises system (123). The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation (361, 362) on the LAN (301) his/her own routing rules, and transmit the edits to the client-server router (207) where the rules will be followed to route calls for that user and protocol.