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    Method and system for integrating an interaction management system with a business rules management system
    126.
    发明授权
    Method and system for integrating an interaction management system with a business rules management system 有权
    将交互管理系统与业务规则管理系统集成的方法和系统

    公开(公告)号：US09538010B2

    公开(公告)日：2017-01-03

    申请号：US14796899

    申请日：2015-07-10

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Nikolay Anisimov ,  Yevgeniy Petrovykh ,  Mark Scott

    IPC: H04M3/51 ,  H04M3/523 ,  H04M7/00 ,  G06Q10/06

    CPC classification number: H04M3/5191 ,  G06Q10/067 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M2201/16

    Abstract: In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.

    Abstract translation: 在联络中心，用于处理通信事件的系统具有用于管理等待被路由的事件的交互服务器，用于路由事件的路由服务器，规则引擎和执行规则调用逻辑并与规则引擎交互的网关服务器。 交互服务器跟踪传入事件，启动并向路由服务器发送路由请求，包括特定路由对象，对于需要符合业务规则的每个事件，路由服务器执行路由对象，向网关发送执行请求 服务器，其在接收到请求时准备业务对象模型（BOM），其是规则引擎执行适合于事实的规则的一组事实，导致路由服务器路由事件的路由方向。

    Managing contact attempts to an account in a contact center
    127.
    发明授权
    Managing contact attempts to an account in a contact center 有权
    管理联络中心的帐户联系人尝试

    公开(公告)号：US09456085B1

    公开(公告)日：2016-09-27

    申请号：US14333969

    申请日：2014-07-17

    Applicant: Noble Systems Corporation

    Inventor： Andy E. Perdue ,  Karl H. Koster

    IPC: H04M3/523 ,  H04M3/51

    CPC classification number: H04M3/5158 ,  H04M3/46 ,  H04M3/5183 ,  H04M3/5232 ,  H04M2201/16

    Abstract: A party associated with multiple contact addresses, such as a home, cell, and/or work telephone numbers, is contacted by a dialer using a contact attempt sequence that defines how the various contact addresses are used. A graphical user interface allows a user to create a visual representation of the contact attempt sequence flow for contacting the party, e.g., a template, where logic is defined indicating how and when the various contact addresses are to be used. Thus, in one instance, the dialer may use the template to make multiple attempts to reach the party using first their home number and then their cell phone number, and if such attempts are unsuccessful, then make a further attempt to the reach the party using their work number, wherein attempts to reach the party using the home, cell, and/or work phone numbers may be limited over one or more defined time periods.

    Abstract translation: 与多个联系人地址（例如家庭，小区和/或工作电话号码）相关联的方由拨号器使用定义如何使用各种联系人地址的联系人尝试序列来联系。 图形用户界面允许用户创建用于联系方的联系人尝试序列流的可视表示，例如模板，其中定义逻辑指示如何以及何时使用各种联系人地址。 因此，在一种情况下，拨号器可以使用模板进行多次尝试以首先使用他们的家庭号码和他们的蜂窝电话号码到达该方，并且如果这样的尝试不成功，则进一步尝试到达该方使用 他们的工作号码，其中使用家庭，小区和/或工作电话号码到达方的尝试可以被限制在一个或多个限定的时间段上。

    Systems and methods for prioritizing multiple callers
    129.
    发明授权
    Systems and methods for prioritizing multiple callers 有权
    用于优先考虑多个呼叫者的系统和方法

    公开(公告)号：US09319521B1

    公开(公告)日：2016-04-19

    申请号：US14569221

    申请日：2014-12-12

    Applicant: Elwha LLC

    Inventor： Alistair K. Chan ,  William D. Duncan ,  Roderick A. Hyde ,  Ozgur Emek Yildirim

    IPC: H04M3/42 ,  H04M3/432 ,  H04W4/14 ,  H04M3/533

    CPC classification number: H04M3/42195 ,  H04M1/64 ,  H04M3/42059 ,  H04M3/42348 ,  H04M3/432 ,  H04M3/53325 ,  H04M3/5335 ,  H04M3/53366 ,  H04M2201/16 ,  H04M2203/2072 ,  H04M2203/655 ,  H04W4/14

    Abstract: A computing device includes a memory; and a processing circuit coupled to the memory and configured to receive call data regarding a plurality of telephone calls placed to the computing device, each of the plurality of telephone calls being placed by a caller; prioritize each caller based on the call data and prioritization data stored in the memory, the prioritization data providing an indication of a relationship between each caller and a receiver associated with the computing device and including at least one of electronic contact data, electronic calendar data, and social media data; determine a future time for each caller to speak with the receiver based on the prioritization of each caller; and transmit a message to each caller providing an indication of the future time.

    Abstract translation: 计算设备包括存储器; 以及处理电路，其耦合到所述存储器并且被配置为接收关于放置到所述计算设备的多个电话呼叫的呼叫数据，所述多个电话呼叫中的每一个由呼叫者放置; 基于存储在存储器中的呼叫数据和优先级数据来对每个呼叫者进行优先级排序，优先化数据提供每个呼叫者与与计算设备相关联的接收者之间的关系的指示，并且包括电子联系人数据，电子日历数据， 和社交媒体数据; 确定每个呼叫者基于每个呼叫者的优先级与接收者通话的将来时间; 并向每个呼叫者发送消息以提供未来时间的指示。

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