公开(公告)号：CA2320945A1

公开(公告)日：1999-09-10

申请号：CA2320945

申请日：1999-02-25

Applicant: GENESYS TELECOMM LAB INC

Inventor： KISHINSKY KONSTATIN ,  ANISIMOV NIKOLAY

IPC: G06F19/00 ,  H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04Q3/545 ,  H04Q3/64

Abstract: 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.

公开(公告)号：AU4732501A

公开(公告)日：2001-10-30

申请号：AU4732501

申请日：2001-03-07

Applicant: GENESYS TELECOMM LAB INC

Inventor： ANISIMOV NIKOLAY ,  KISHINSKY KONSTATIN ,  KOROLEV NIKOLAY ,  POGOSSIANTS GREGORY ,  SHTIVELMAN YURI ,  ZYARKO VADIM

IPC: H04L29/06 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M7/00 ,  H04M7/12 ,  H04M3/00

Abstract: A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module for generating numbers to be automatically dialed, a dialing unit for dialing numbers generated, a queue for queing answered calls, and a stat module for monitoring performance and generating a call generation rate. The system uses an analytical method in one embodiment for determining the call generation rate, wherein the method uses one or more of distribution function of system processes, numerical methods, solving of non-linear equations, or probability techniques. In another embodiment the system accomplishes the same purpose using a simulation method for determining the call generation rate, wherein parameters relating to a queing system are estimated in absence of sufficient information by simulating each of the system's processes, predicting behavior of the system on basis of previous experience, and finding optimal point in future to make a next call.

公开(公告)号：DE602005020230D1

公开(公告)日：2010-05-12

申请号：DE602005020230

申请日：2005-09-16

Applicant: GENESYS TELECOMM LAB INC

Inventor： ANISIMOV NIKOLAY ,  MAKAGON PETR ,  RISTOCK HERBERT WILLI ARTHUR ,  RYABCHUN ANDREY ,  PERLMUTTER MICHAEL S ,  KIKINIS DAN

IPC: H04M3/493 ,  H04M1/725

Abstract: A system for interacting with voice extensible markup language application content includes a content source node (110) connected to a network for rendering availability of voice extensible markup language content and code; a communication device (206) connected to the network for acquiring at least the code rendered available; and a software interface running on the communication device (206) for determining local existence of at least the code acquired and initializing execution of found code. Upon code execution, the content may be played on the communication device (206) without a persistent network connection to the enterprise hosting the content.

公开(公告)号：CA2320945C

公开(公告)日：2002-11-26

申请号：CA2320945

申请日：1999-02-25

Applicant: GENESYS TELECOMM LAB INC

Inventor： KISHINSKY KONSTATIN ,  ANISIMOV NIKOLAY

IPC: G06F19/00 ,  H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04Q3/545 ,  H04Q3/64 ,  G06F9/45

Abstract: 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.

公开(公告)号：AU5724801A

公开(公告)日：2001-11-12

申请号：AU5724801

申请日：2001-04-23

Applicant: GENESYS TELECOMM LAB INC

Inventor： KISHINSKY KONSTANTIN ,  ANISIMOV NIKOLAY ,  POGOSSIANTS GREGORY ,  POSTUPALSKI PAVEL

IPC: G06F17/22 ,  H04M3/51 ,  H04M3/523 ,  G06F17/27 ,  G06F17/50 ,  G06F15/16

Abstract: A network-based system for distributing object-oriented CTI scripts is provided. The system includes, at least one source communication center enabled with an object-oriented-programming-system for generating and distributing the CTI scripts, at least one receiving communication center enabled with an object-oriented-programming-system for receiving and implementing the CTI scripts, an instance of a descriptor-language-converter application installed and operational within the source communication center and an instance of the descriptor-language-converter application installed and operational within receiving communication center. The source center creates the CTI script using its own object-oriented-programming-system, converts the object-oriented script into a descriptor language using the descriptor-language-converter, and distributes the descriptor-language script over the network and, wherein the receiving communication center receives the descriptor-language script and interpreting the language, regenerates a version of the original CTI script using its own object-oriented-programming-system. In preferred embodiments, XML language is used as the descriptor-language. In other embodiments, other descriptor languages may be used.