公开(公告)号：WO2009088762A2

公开(公告)日：2009-07-16

申请号：PCT/US2008088107

申请日：2008-12-23

Applicant: GENESYS TELECOMM LAB INC ,  GALVIN BRIAN ,  RISTOCK HERBERT WILLI ARTUR

Inventor： GALVIN BRIAN ,  RISTOCK HERBERT WILLI ARTUR

IPC: G06F17/30

CPC classification number: H04L67/2809 ,  G06Q10/06311 ,  G06Q10/10 ,  G06Q50/184

Abstract: A federation system operating in a first enterprise includes a configuration server and a database for creating and storing federation configuration data and a federation registrar having an interface for dealing with a second enterprise seeking to federate. In the system the second enterprise connects to the federation registrar, negotiation takes place concerning details of federation, agreement is reached, configuration is stored in the configuration database, and the second enterprise is then coupled to the first enterprise through a pair of federation proxy interfaces, one at the first enterprise and one at the second enterprise, the proxy interfaces configured by details of the federation.

Abstract translation: 在第一企业中操作的联合系统包括用于创建和存储联合配置数据的配置服务器和数据库以及具有用于处理寻求联合的第二企业的界面的联合注册器。 在系统中，第二个企业连接到联合注册器，关于联合的详细信息进行协商，达成协议，将配置存储在配置数据库中，然后通过一对联合代理接口将第二个企业耦合到第一个企业 ，一个在第一个企业，第二个企业在一个，代理接口由联邦的细节配置。

公开(公告)号：WO0027063A3

公开(公告)日：2001-01-11

申请号：PCT/US9925117

申请日：1999-10-26

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06F9/44 ,  G06F3/048 ,  G06F9/46 ,  G06F9/48 ,  G06F9/50 ,  G06F12/00 ,  G06F17/30 ,  G06Q30/00 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M11/00 ,  G01D9/00 ,  G06F9/00 ,  G06F13/00 ,  G06F17/60 ,  H04M7/00

CPC classification number: H04L67/36 ,  G06F9/45512 ,  G06F17/30017 ,  G06Q10/06 ,  G06Q10/0631 ,  G06Q10/06316 ,  G06Q30/06 ,  H04L29/06 ,  H04L29/06027 ,  H04L65/1026 ,  H04L65/103 ,  H04L65/1036 ,  H04L65/104 ,  H04L65/1043 ,  H04L65/1069 ,  H04L65/4007 ,  H04L67/00 ,  H04L69/329 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5231 ,  H04M2201/38 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/404

Abstract: In an operating system (OS) for a multimedia communication center (MMCC) (17), an interactive process module (IPM) (287) for accomplishing a process has a plurality of code sets, each adapted to completion of a specific task (289) in the overall process, an input interface for providing one or more inputs to the IPM (287), and an output function for returning a result (295, 297). The plurality of code sets are related by pre-requisite status, creating a required order of progression for the process, the process is initiated after being called by the OS and receiving required inputs, the IPM (287) is adapted to interface with other OS modules for accessing and providing data, and upon completion of the last task the IPM (287) returns the result (295, 297). In one embodiment the IPM (287) is represented by an interactive GANT chart. In a preferred embodiment a tool kit is provided for a programmer to create such IPMs (287) to perform business processes. IPMs thus created may be displayed and edited as object models.

Abstract translation: 在用于多媒体通信中心（MMCC）（17）的操作系统（OS）中，用于完成处理的交互式处理模块（IPM）（287）具有多个代码集，每个代码集适于完成特定任务（289 ），用于向IPM（287）提供一个或多个输入的输入接口和用于返回结果（295,297）的输出功能。 多个代码集与先决条件相关，为进程创建所需的进度顺序，该过程在由OS调用并接收所需输入之后启动，IPM（287）适于与其他OS 用于访问和提供数据的模块，并且在完成最后一个任务时，IPM（287）返回结果（295,297）。 在一个实施例中，IPM（287）由交互式GANT图表示。 在优选实施例中，为程序员提供工具包以创建这样的IPM（287）来执行业务处理。 如此创建的IPM可以作为对象模型显示和编辑。

公开(公告)号：WO9941890A3

公开(公告)日：1999-10-14

申请号：PCT/US9902822

申请日：1999-02-10

Applicant: GENESYS TELECOMM LAB INC

Inventor： KIKINIS DAN

IPC: H04M3/42 ,  H04L29/06 ,  H04M3/00 ,  H04M3/51 ,  H04M7/00 ,  H04M11/00 ,  H04Q3/64 ,  H04L12/28 ,  H04L12/56

CPC classification number: H04Q3/64 ,  H04L29/06 ,  H04L29/06027 ,  H04L65/103 ,  H04L65/104 ,  H04M3/42323 ,  H04M3/51 ,  H04M7/006 ,  H04Q2213/13034 ,  H04Q2213/1307 ,  H04Q2213/13097 ,  H04Q2213/13196 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/13389

Abstract: A computerized telephony bridge unit (87) has a Data Network Telephony (DNT) port (25) and a Connection Oriented/Switched Telephony (COST) trunk port (23), each associated with circuitry for receiving a placing calls in the data format required by connected networks. The bridge unit (87) further includes conversion circuitry for converting data dynamically between network protocols compatible with each connected network. Control routines executable on the computerized bridge unit are adapted to receive a first call from one of the COST and DNT networks, to place a call associated with the received call on the network other than the network on which the call is received, and to dynamically convert data between a call connected at one port and a call connected at the other port. The data network can be the Internet (15), and the COST network can be any publicly or privately switched dedicated-connection-oriented telephone network (13). Association between calls between two otherwise incompatible networks can be by a locally-stored lookup table, by negotiation with a caller, or by retrieval of data from incoming calls.

Abstract translation: 计算机化电话桥单元（87）具有数据网络电话（DNT）端口（25）和面向连接/交换电话（COST）中继端口（23），每个端口与用于以所需数据格式接收放置呼叫的电路相关联 通过连接网络。 桥接单元（87）还包括用于在与每个连接的网络兼容的网络协议之间动态地转换数据的转换电路。 在计算机化桥接单元上可执行的控制例程适于从COST和DNT网络之一接收第一呼叫，以将与所接收的呼叫相关联的呼叫放置在接收到呼叫的网络以外的网络上，并且动态地 在一个端口连接的呼叫和在另一个端口连接的呼叫之间转换数据。 数据网络可以是因特网（15），COST网络可以是任何公共或私有交换专用连接导向的电话网络（13）。 两个否则不兼容的网络之间的呼叫之间的关联可以通过本地存储的查找表，通过与呼叫者协商，或者通过从呼叫中检索数据来进行。

公开(公告)号：WO9903247A3

公开(公告)日：1999-06-10

申请号：PCT/US9813644

申请日：1998-07-01

Applicant: GENESYS TELECOMM LAB INC

Inventor： BARSKYI MICHAIL

IPC: H04M3/42 ,  H04M3/51 ,  G06G7/48 ,  H04M1/24 ,  H04M3/00 ,  H04M3/22

CPC classification number: H04M3/51 ,  H04M3/42323

Abstract: A computer simulation system adapted for simulating a telephony call center comprises individual software modules simulating separate entities of the call center in the simulated call center, and a graphical user interface (GUI). In the GUI the individual software modules are presented as icons movable and connectable on the screen to alter characteristics of the simulated call center. In a preferred embodiment the simulation system is adapted for testing computer telephony integration (CTI) (120) applications. In this embodiment one of the software module icons comprises a (CTI) link interface library (110) adapted to provide communication between the simulated call center (100) and the CTI application in a manner that the simulated call center will behave as a specific switch type in a specific instance. Also in a preferred embodiment one of the individual software modules is a telephony objects module (102) representing a telephony switch and connected telephony devices, agents, and associated behavior. In this aspect individual telephony objects are represented in the GUI as icons that may be selected and added to or subtracted from the telephony objects module to alter the behavior repertoire of the module.

Abstract translation: 适于模拟电话呼叫中心的计算机模拟系统包括模拟模拟呼叫中心中呼叫中心的单独实体的单独软件模块和图形用户界面（GUI）。 在GUI中，各个软件模块被呈现为在屏幕上可移动和可连接的图标，以改变模拟呼叫中心的特征。 在优选实施例中，模拟系统适用于测试计算机电话集成（CTI）（120）应用。 在该实施例中，软件模块图标之一包括（CTI）链接接口库（110），其适于以模拟呼叫中心将作为特定交换机的方式提供模拟呼叫中心（100）和CTI应用之间的通信 键入特定实例。 同样在优选实施例中，各个软件模块之一是表示电话交换机和连接的电话设备，代理和相关行为的电话对象模块（102）。 在这方面，单独的电话对象在GUI中表示为可以被选择并添加到电话对象模块中或从电话对象模块中减去以改变模块的行为曲目的图标。

公开(公告)号：WO9914930A2

公开(公告)日：1999-03-25

申请号：PCT/US9818643

申请日：1998-09-08

Applicant: GENESYS TELECOMM LAB INC

Inventor： SHTIVELMAN YURI

IPC: H04M3/00 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00

CPC classification number: H04M7/003 ,  H04M3/42195 ,  H04M3/42323 ,  H04M3/48 ,  H04M3/5158 ,  H04M3/5191 ,  H04M7/0027 ,  H04M7/006 ,  H04M7/12

Abstract: An Internet system for providing call-back services for a subscriber includes a web page having a call-back link to a subscription server; a call-back application operating on the subscription server and adapted for accepting input from a browsing person linked to the subscription server by the call-back link; and a call-switching system connected to and responsive to the call-back application on the subscription server. In this system the browsing person, upon activating the call-back link, is linked to the call-back application on the subscription server and prompted for input including a call-back number, and the subscription server, after accepting the input, directs the call-switching system in establishing a telephony link between the subscriber and the browsing person. In some instances the telephony switch is part of a call-center with connected agents, and agents are assigned to represent selected subscribers. In this instance call-back connection is made between a browsing person and an agent. In some embodiments connections can be made either by conventional telephony links or by Internet telephone. In some instances as well provision is made for delivery of a full range of multi-media services from a subscriber to a browsing person.

Abstract translation: 用于为订户提供回叫服务的互联网系统包括具有到订阅服务器的回拨链接的网页; 在所述订阅服务器上操作并适于从所述回叫链接接受来自所述订阅服务器的浏览者的输入的回叫应用; 以及与订阅服务器上的回叫应用连接并响应于该呼叫切换系统的呼叫切换系统。 在该系统中，浏览人员在激活回叫链接时，链接到订阅服务器上的回叫应用程序，并提示输入包括回叫号码，订阅服务器在接受输入之后指示 呼叫切换系统在用户和浏览人之间建立电话链路。 在某些情况下，电话交换机是具有连接代理的呼叫中心的一部分，并且分配代理来代表所选订户。 在这种情况下，在浏览者和代理之间进行回呼连接。 在一些实施例中，连接可以由常规电话链路或因特网电话进行。 在某些情况下，还提供了从用户到浏览人员的全系列多媒体服务的传送。

公开(公告)号：WO2015148856A9

公开(公告)日：2015-12-03

申请号：PCT/US2015022844

申请日：2015-03-26

Applicant: GENESYS TELECOMM LAB INC

Inventor： BOHLIN CHRISTOPHER W ,  KEYES JOHN P

IPC: G06Q30/02

CPC classification number: H04M3/5158 ,  H04M3/51 ,  H04M3/523 ,  H04M2203/40 ,  H04M2242/18 ,  H04M2250/60

Abstract: A rules-based compliance system enables a permitted user to define one or more contact attempt suppression rules, wherein each contact attempt suppression rule is adapted to be triggered when a configurable number of past contact attempts as defined in the contact attempt suppression rule have been attempted. A set of contacts are then received by the system. During a communications campaign, and before being issued, a contact in the set of contacts is compared against each of the one or more contact attempt suppression rules. The compliance system is then operative to suppress at least one contact based on a result of the comparison that indicates that a given one of the one or more contact attempt suppression rules is satisfied for the contact. A user may also provision one or more contact location rules that suppress contacts based on location information.

Abstract translation: 基于规则的合规性系统使被允许的用户能够定义一个或多个联系尝试抑制规则，其中每个联系尝试抑制规则适于在尝试了联系尝试抑制规则中定义的可配置数量的过去的联系尝试时被触发 。 系统接收一组联系人。 在通信活动期间并且在发布之前，将该组联系人中的联系人与一个或多个联系尝试抑制规则中的每一个进行比较。 然后，遵从系统可操作以基于比较结果来抑制至少一个联系人，该比较结果指示针对联系人满足一个或多个联系尝试抑制规则中给定的一个。 用户还可以提供基于位置信息来抑制联系人的一个或多个联系人位置规则。

公开(公告)号：WO2012174003A3

公开(公告)日：2013-06-20

申请号：PCT/US2012042072

申请日：2012-06-12

Applicant: GENESYS TELECOMM LAB INC ,  MEZHIBOVSKY VLADIMIR ,  KOROLEV NIKOLAY ,  RISTOCK HERBERT

Inventor： MEZHIBOVSKY VLADIMIR ,  KOROLEV NIKOLAY ,  RISTOCK HERBERT

IPC: G06F17/00 ,  G06F15/16

CPC classification number: G06Q10/1095 ,  G06Q10/00 ,  G06Q10/06314 ,  G06Q10/1093 ,  H04L51/046 ,  H04L51/20 ,  H04L65/4007 ,  H04L67/10 ,  H04L67/18

Abstract: A network-connected server for meeting initiation has software executing on the server from a non-transitory physical medium, the software providing a function allowing a user to schedule a meeting and to configure availability conditions, a function for informing scheduled participants of the scheduled meeting, a function for receiving indications of availability for the scheduled meeting from communication appliances associated with scheduled participants, and a function for connecting the communication appliances to communicate when the configured availability conditions are met.

Abstract translation: 用于会议启动的网络连接的服务器具有从非暂时物理介质在服务器上执行的软件，该软件提供允许用户安排会议和配置可用性条件的功能，用于向预定的参与者通知预定的会议 用于从与预定参与者相关联的通信设备接收预定会议的可用性的指示的功能，以及用于在满足配置的可用性条件时连接通信设备进行通信的功能。

公开(公告)号：WO2009086340A2

公开(公告)日：2009-07-09

申请号：PCT/US2008088094

申请日：2008-12-23

Applicant: GENESYS TELECOMM LAB INC ,  KIKINIS DAN ,  MAKAGON PETR ,  RISTOCK HERBERT WILLI ARTUR

Inventor： KIKINIS DAN ,  MAKAGON PETR ,  RISTOCK HERBERT WILLI ARTUR

IPC: H04M3/42 ,  H04M3/02

CPC classification number: H04M3/5125 ,  G06Q10/0631 ,  G06Q10/06311 ,  G06Q10/063112 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233

Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.

Abstract translation: 聘请和激活一个或多个工作组以服务联络中心业务的系统包括一个或多个组可访问的接口，用于接收组注册数据，发布联络中心业务以及使组可以订阅接收业务; 用于存储订阅组的注册数据的数据存储库; 以及用于指定用于事件路由到组的路由策略的路由服务器。 该系统的特征在于，一个或多个工作组可以在联络中心业务活动期间被激活，以根据需要执行服务。

公开(公告)号：WO2007075413A3

公开(公告)日：2008-11-20

申请号：PCT/US2006047906

申请日：2006-12-14

Applicant: GENESYS TELECOMM LAB INC ,  RISTOCK HERBERT WILLI ARTUR

Inventor： RISTOCK HERBERT WILLI ARTUR

IPC: H04L12/66

CPC classification number: H04L67/104 ,  H04H20/86 ,  H04L12/18 ,  H04L67/1061 ,  H04L67/1068 ,  H04L67/16

Abstract: A broadcast routing system with dynamic end node response capability includes a first node

Abstract translation: 具有动态端节点响应能力的广播路由系统包括第一节点

公开(公告)号：WO2007130854A3

公开(公告)日：2008-11-13

申请号：PCT/US2007067591

申请日：2007-04-27

Applicant: GENESYS TELECOMM LAB INC ,  GALVIN BRIAN

Inventor： GALVIN BRIAN

IPC: H04M3/00 ,  H04M5/00 ,  H04M7/00 ,  H04M15/00

CPC classification number: H04M3/2218 ,  H04L41/046 ,  H04L43/045 ,  H04L43/0811 ,  H04M3/2281 ,  H04M3/36 ,  H04M7/123 ,  H04M2201/12 ,  H04M2201/36 ,  H04M2201/38

Abstract: A system for generating usage statistics for a communications routing system from data generated at routing points and at end points of the system has a processor having access to the communications routing system for analyzing the data and generating the statistics, and a server having access to the processor for rendering the generated statistics into a format for display. The data used to generate the statistics includes routing path information for events routed through the communications routing system and optionally interaction histories recorded at certain routing points and end points in the communications routing system.

Abstract translation: 用于根据在系统的路由点和端点产生的数据来生成通信路由系统的使用统计的系统具有访问通信路由系统以用于分析数据和生成统计信息的处理器，以及具有访问 处理器，用于将生成的统计数据呈现为显示格式。 用于生成统计数据的数据包括通过通信路由系统路由的事件的路由路径信息，以及可选地在通信路由系统的某些路由点和终点处记录的交互历史。