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公开(公告)号:AU754219B2
公开(公告)日:2002-11-07
申请号:AU1476700
申请日:1999-11-10
Applicant: GENESYS TELECOMM LAB INC
Inventor: NEYMAN IGOR
Abstract: A hybrid IP backbone network spans geographic locations of two or more publicly-switched telephone networks and includes nodes with translation servers adapted to translate between data protocols compatible with the PSTNs and a data protocol compatible with the IP backbone network. Calls placed in one PSTN then may be routed to an IP node, translated to data-packet protocol, through the IP backbone to a second node having another translation server, and therethrough into another PSTN and thence to a final destination. In some embodiments data gateways and trunk gateways are also provided at and integrated with IP nodes in the IP backbone network.
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公开(公告)号:AU740090B2
公开(公告)日:2001-11-01
申请号:AU1276799
申请日:1998-10-23
Applicant: GENESYS TELECOMM LAB INC
Inventor: NEYMAN IGOR , MILOSLAVSKY ALEC
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23.
公开(公告)号:CA2350515A1
公开(公告)日:2000-05-18
申请号:CA2350515
申请日:1999-11-10
Applicant: GENESYS TELECOMM LAB 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 (47), 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) (19) 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 th e receiving network or over the translating bridge unit into and through the opposite network according to the information elicited from the caller. An S CP in the DNT network is implemented by connecting a computer-telephony integration (CTI) server to at least one IP server (25) in the DNT. The DNT network may be the Internet and the COST network can be any publicly-switche d telephone network.
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24.
公开(公告)号:CA2334513A1
公开(公告)日:1999-12-16
申请号:CA2334513
申请日:1999-06-07
Applicant: GENESYS TELECOMM LAB INC
Inventor: CRONIN PAUL , MILOSLAVSKY ALEC , BONDARENKO OLEG , NEYMAN IGOR , GISBY DOUGLAS , SHTIVELMAN YURI
IPC: G06Q10/10 , H04L12/58 , H04L29/06 , H04M3/42 , H04M3/48 , H04M3/51 , H04M3/523 , H04M3/53 , H04M3/533 , H04M7/00 , H04M7/12 , H04N7/14 , H04N7/15 , H04Q3/66 , H04M3/46 , H04M3/50 , H04Q3/64
Abstract: In the figure, a queueing system in a call center (19) is adapted to queue voice mails as well as live telephone calls. In a preferred embodiment the calls include both connection-oriented switched telephony (COST) calls (13) and Data Network Telephony (DNT) calls (12). Callers are enabled to leave voice mails as an alternative to waiting, and records of the voice mails are queued, preferably in the same queue processing the live calls. In some embodiments the call center is enabled to process e-mails, video mails and facsimile messages as well as live calls and voice mail messages, and all types of multimedia communication can be queued in the same queue according to prestored routing rules and priority rules.
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公开(公告)号:CA2289198A1
公开(公告)日:1998-12-10
申请号:CA2289198
申请日:1998-06-03
Applicant: GENESYS TELECOMM LAB INC
Inventor: NEYMAN IGOR , MILOSLAVSKY ALEC
IPC: H04L12/28 , H04L12/46 , H04L12/56 , H04M3/00 , H04M3/02 , H04M3/42 , H04M3/436 , H04M3/46 , H04M3/51 , H04Q3/00
Abstract: A client-server telephone call router system as part of a customer premises system (123) has a client-server router adapted to execute on a telephony switch (121), such as a public branch exchange (PBX) or other telephony switch (121), or on a processor (223) connected by CTI link to a telephony switch (121). The telephony switch (121) or processor (223) executing the router is connected to a local area network (LAN) (301) that also interconnects computer workstations (361, 362) proximate to telephones (131, 132) connected to the telephony switch (121). Client user interface applications run on the computer workstations (361, 362), allowing clients to edit routing rules for the router (207), which has a list of routing rules keyed to users and workstations (361, 362) of the customer premises system (123). The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation (361, 362) on the LAN (301) his/her own routing rules, and transmit the edits to the client-server router (207) where the rules will be followed to route calls for that user and protocol.
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公开(公告)号:DE69838814D1
公开(公告)日:2008-01-17
申请号:DE69838814
申请日:1998-10-23
Applicant: GENESYS TELECOMM LAB INC
Inventor: NEYMAN IGOR , MILOSLAVSKY ALEC
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公开(公告)号:AU748636B2
公开(公告)日:2002-06-06
申请号:AU9479298
申请日:1998-09-09
Applicant: GENESYS TELECOMM LAB INC
Inventor: MILOSLAVSKY ALEC , GOECKE JASON , DERYUGIN VLADIMIR N , TORBA DMITRIY A , NEYMAN IGOR , TUROVSKI OLEG
IPC: H04M3/42 , G06F11/10 , G06F11/16 , G06F11/267 , G06Q10/00 , G11B20/18 , H04L12/58 , H04L29/06 , H04M3/36 , H04M3/51 , H04M3/523 , H04M3/527 , H04M3/53 , H04M7/00 , H04M7/12 , H04M11/00 , H04M11/06 , H04N7/14 , H04N7/15 , H04Q3/00 , H04Q3/58 , H04Q3/62 , H04Q3/72
Abstract: There is disclosed a system (6100) for routing an electronic mail (e-mail) to one of a plurality of agents in an Internet Protocol Network Telephony call center. Each of the agents having a specific skill set from a variety of possible skill sets. The system (6100)comprises an e-mail server (6102) adapted to receive an e-mail from a sender, an information extractor (6204) for extracting information from said e-mail, a router (6116), and a database (6114) accessible to the router and storing skill sets of said agents. The router (6116) selects the one of a plurality of agents by matching stored information about the specific skill sets with portions of extracted information from the e-mail.
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28.
公开(公告)号:AU748456B2
公开(公告)日:2002-06-06
申请号:AU1717700
申请日:1999-11-10
Applicant: GENESYS TELECOMM LAB 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.
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公开(公告)号:AU7099298A
公开(公告)日:1998-10-22
申请号:AU7099298
申请日:1998-03-31
Applicant: GENESYS TELECOMM LAB INC
Inventor: BONDARENKO OLEG , NEYMAN IGOR , PETROV ANDREI , KARPENKO PAUL , ISSAYEV VALERIY
Abstract: An agent station for a call-in center has a telephone for an agent's use connected by a communication link with a computer workstation adpated for monitoring transaction and status for the telephone and calls received on the telephone. In a preferred embodiment the computer workstation is connected on a local area network (LAN) to a processor running and instance of a telephony server (T-Server) application, and the computer workstation reports telephone transaction and status data to the T-Server, which uses the data to effect call routing at a remote telephony switch. In some embodiments the computer workstations are personal computers (PCs) and the communication link between telephones and PCs is a PC-compatible serial data link.
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公开(公告)号:AU6167398A
公开(公告)日:1998-08-26
申请号:AU6167398
申请日:1998-02-10
Applicant: GENESYS TELECOMM LAB INC
Inventor: NEYMAN IGOR , TORBA DIMITRIY A , DERYUGIN VLADIMIR N
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