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    An integrated telephony network combining a packet data network and a dedicated-connection network
    23.
    发明专利
    An integrated telephony network combining a packet data network and a dedicated-connection network 未知

    公开(公告)号：AU1717700A

    公开(公告)日：2000-05-29

    申请号：AU1717700

    申请日：1999-11-10

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

    Inventor： NEYMAN IGOR

    IPC: H04L12/66 ,  H04L12/56 ,  H04L12/64 ,  H04M3/00 ,  H04M3/493 ,  H04M3/50 ,  H04M3/51 ,  H04M3/523 ,  H04M3/58 ,  H04M7/00 ,  H04M11/00 ,  H04Q3/00 ,  H04Q3/64 ,  H04L12/28 ,  H04L12/50

    Abstract: An integrated telephony network includes both a connection-oriented switched telephony (COST) network and a data network telephony (DNT) network, the two networks connected by a dual-ported interactive voice response (IVR) server, the ports adapted to communicate with callers from each network, and a dual-ported translating bridge unit adapted to bi-directionally translate between the data protocols of the connected networks. Each network has at least one service control point (SCP) connected to the IVR, and calls received in either network are routed by connecting callers to the IVR for eliciting information from the caller, and then further routing either in the receiving network or over the translating bridge unit into and through the opposite network according to the information elicited from the caller. An SCP in the DNT network is implemented by connecting a computer-telephony integration (CTD) server to at least one IP router in the DNT. The DNT network may be the Internet and the COST network can be any publicly-switched telephone network.

    Managing bandwidth on demand for internet protocol messaging with capability fortransforming telephony calls from one media type to another media type
    26.
    发明专利
    Managing bandwidth on demand for internet protocol messaging with capability fortransforming telephony calls from one media type to another media type 未知

    公开(公告)号：AU2793899A

    公开(公告)日：1999-10-18

    申请号：AU2793899

    申请日：1999-02-25

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

    Inventor： PICKERING RICHARD B ,  GISBY DOUGLAS

    IPC: H04M3/00 ,  H04L12/56 ,  H04M7/00

    Abstract: A system for assuring quality-of service for Data Network Telephone (DNT) calls, such as Internet Protocol Network Telephony (IPNT) calls has software for monitoring established DNT calls for adequate bandwidth. A threshold bandwidth, or parameter value related to bandwidth is stored, and tests are periodically made on the DNT call path and compared to the threshold. If the available bandwidth falls below the threshold, an alternative conventional call, such as a PSTN or ISDN call is made to replace the DNT call. Once the alternative call is established, the original call is ended. After the original call 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. In some cases, alerts are posted for call participants, and provision is made for approval by one or both participants in a call for a switch in service type to be made.

    Telephone network interface bridge between data telephony networks and dedicatedconnection telephony networks
    27.
    发明专利
    Telephone network interface bridge between data telephony networks and dedicatedconnection telephony networks 未知

    公开(公告)号：AU2667299A

    公开(公告)日：1999-08-30

    申请号：AU2667299

    申请日：1999-02-10

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

    Inventor： KIKINIS DAN

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

    Abstract: A computerized telephony bridge unit has a Data Network Telephony (DNT) Port and a Connection Oriented/Switched Telephony (COST) trunk port, each associated with circuitry for receiving a placing calls in the data format required by connected networks. The bridge unit further comprises 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, and the COST network can be any publicly or privately switched dedicated-connection-oriented telephone network. 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. Methods for practicing the invention are taught in the disclosure.

    Automated survey control routine in a call center environment
    28.
    发明专利
    Automated survey control routine in a call center environment 未知

    公开(公告)号：AU2595599A

    公开(公告)日：1999-08-30

    申请号：AU2595599

    申请日：1999-02-10

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

    Inventor： GISBY DOUGLAS

    IPC: H04M3/42 ,  H04M3/48 ,  H04M3/493 ,  H04M3/51 ,  H04M3/58 ,  H04M1/64

    Abstract: A call center is adapted to select calls on a preprogrammed basis for possible participation in a survey. Selected calls are transferred to an interrogation point, which may be by Interactive Voice Response, where the callers are asked if they will participate. For those callers who do not wish to participate, the calls are routed by normal routing rules. For those callers who do wish to participate, the calls are transferred according to survey routing rules, and after transaction with an agent, to a survey point where the survey is conducted. In one embodiment callers who indicate a willingness to participate, but hang up before being transferred to a survey point, are automatically called back, and then, if willing, transferred to the survey point.

    SYSTEM AND METHOD FOR AUTOMATIC QUALITY MANAGEMENT IN A CONTACT CENTER ENVIRONMENT
    29.
    发明专利
    SYSTEM AND METHOD FOR AUTOMATIC QUALITY MANAGEMENT IN A CONTACT CENTER ENVIRONMENT 未知

    公开(公告)号：AU2020210156A1

    公开(公告)日：2020-08-13

    申请号：AU2020210156

    申请日：2020-07-27

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

    Inventor： MILLER DEREK M ,  BRENNAN TAYLOR

    IPC: G06Q10/06

    Abstract: A method for automatically managing a recorded interaction between a customer and an agent of a contact center, the method comprising: extracting, by a processor, features from the recorded interaction; computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model; detecting, by the processor, a condition based on the score; matching, by the processor, the condition with an action; and controlling, by the processor, a workforce management server to assign a training session to the agent of the contact center.

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