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    Internet call waiting
    12.
    发明专利
    Internet call waiting 未知

    公开(公告)号：AU745404B2

    公开(公告)日：2002-03-21

    申请号：AU9225198

    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

    Abstract: A telephony call-waiting system for clients having a computer with a video display unit (PC/VDU) and a public-switched telephony network (PSTN) telephone connected to the PSTN by a single line, keeps a status indication of the client's Internet connection status and, during periods of time the PC/VDU is connected to the Internet, alerts the client 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.

    Emergency call load management for call centers
    13.
    发明专利
    Emergency call load management for call centers 未知

    公开(公告)号：AU5216799A

    公开(公告)日：2000-02-28

    申请号：AU5216799

    申请日：1999-07-26

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： SHTIVELMAN YURI

    IPC: H04M3/51 ,  H04M3/523 ,  H04M1/64

    Abstract: An emergency call load handling system in a call network has an interactive voice response (IVR) unit associated with a switching apparatus to which calls may be diverted in special conditions, such as during emergencies or disasters when calls to certain destinations may suddenly increase dramatically. Calls are diverted depending on call destination and/or pre-programmed triggers, such as a call load threshold experienced by the switching apparatus or for a specific destination. The IVR unit in some cases negotiates with callers for priority to further route calls, and may play pre-recorded messages. Low priority calls are typically disposed of to for fire stations, hospitals, government emergency handling centers and the like. In some cases rules may be amended in real time by use of data network connections between call centers and the SCPs involved.

    Home agent call center system and method
    15.
    发明专利
    Home agent call center system and method 未知

    公开(公告)号：AU743217B2

    公开(公告)日：2002-01-24

    申请号：AU9228098

    申请日：1998-09-09

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： BONDARENKO OLEG ,  ISSAYEV VALERIY ,  SHTIVELMAN YURI ,  KIKINIS DAN

    IPC: H04L29/06 ,  H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/54 ,  H04M7/00 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/72

    Abstract: A call center system supports remote agent stations through a network by establishing a data link between a computer platform at the remote agent station and a CTI-processor connected to a telephony switch at the call center, and switching incoming calls from the call center to a telephone at the remote agent station while sending data pertaining to the calls via the data link to the computer platform at the remote agent station to be displayed. Data pertaining to calls is retrieved from a data base at the call center and sent via the data link to be displayed on a video display at the remote agent station. The data can include scripts for an agent at the remote station. Call center services are supported by cooperation between software at the CTI processor and the computer platform at the remote station. In one embodiment the data link, once established, is kept open while calls continue to be switched to the remote station. In another, after an initial log in, dial up is done from the remote station upon detecting calls from the call center by a TAPI compliant device, and a reduced log in is performed at the CTI processor to save time. In a third alternative, the CTI processor, via a modem bank adapted for dialing, establishes the data connection each time a call is switched from the call center to the remote station. A plurality of remote stations may be thus supported.

    Method and apparatus for determining agent availability
    19.
    发明专利
    Method and apparatus for determining agent availability 未知

    公开(公告)号：AU9383598A

    公开(公告)日：1999-04-05

    申请号：AU9383598

    申请日：1998-09-08

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： SHTIVELMAN YURI

    IPC: H04M3/523 ,  H04M3/00 ,  H04M3/51 ,  H04M3/53 ,  H04M3/533 ,  H04M7/00 ,  H04M11/00

    Abstract: A software routine for a multimedia-capable call center checks for active status of the telephone, active communication with clients via a computer station available to an agent, and the level of uncompleted tasks in a storage system adapted for listing tasks for an agent to complete, such as messages to answer. The software routine returns Agent Busy if there is an active network call or the level of uncompleted tasks is above a preset level, and Agent Available if there are no active network calls and the level of uncompleted tasks is at or below the preset level. The software routine is adapted to operate with call-center management software including Computer-Telephony Integrated (CTI) systems wherein CTI servers are connected to telephony switches to provide enhanced functionality.

    20.
    发明专利
    未知

    公开(公告)号：AT379921T

    公开(公告)日：2007-12-15

    申请号：AT98946926

    申请日：1998-09-08

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： SHTIVELMAN YURI

    IPC: H04M3/00 ,  H04M3/523 ,  H04M3/51 ,  H04M3/53 ,  H04M3/533 ,  H04M7/00 ,  H04M11/00

    Abstract: A software routine for a multimedia-capable call center checks for active status of the telephone, active communication with clients via a computer station available to an agent, and the level of uncompleted tasks in a storage system adapted for listing tasks for an agent to complete, such as messages to answer. The software routine returns Agent Busy if there is an active network call or the level of uncompleted tasks is above a preset level, and Agent Available if there are no active network calls and the level of uncompleted tasks is at or below the preset level. The software routine is adapted to operate with call-center management software including Computer-Telephony Integrated (CTI) systems wherein CTI servers are connected to telephony switches to provide enhanced functionality.

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