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    Method and apparatus for summarizing previous threads in a communication-center chat session
    22.
    发明专利
    Method and apparatus for summarizing previous threads in a communication-center chat session 未知

    公开(公告)号：AU5384201A

    公开(公告)日：2001-10-30

    申请号：AU5384201

    申请日：2001-03-07

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： SHTIVELMAN YURI

    IPC: G06F17/27 ,  G06F17/30 ,  G06Q10/00 ,  H04L12/24 ,  H04L12/58 ,  H04M3/22 ,  H04M3/51 ,  H04M3/523 ,  G09G5/00

    Abstract: A system for extracting keywords from interactive text dialog and providing the extracted keywords as a dialog summary displayed in an interactive text window is provided. The system is, in preferred embodiments, used with interactive chat communication wherein a communication center connected to the Internet hosts the communication and the communication involves customers of the center and a hosting agent. The system parses all incoming queries for keywords and then provides the keywords as a summary of the dialog. In one embodiment keywords may also be taken from responses to queries and associated in display with the keywords taken from the queries. In another embodiment, the keywords are compared to a data repository containing product-related words such that upon finding matches, the matching keywords are displayed alongside, but separately from, the dialog keyword summary and represent product keywords. In still another aspect, customer profile keywords may be separately generated and displayed alongside, but separately from, the dialog keyword summary.

    23.
    发明专利
    未知

    公开(公告)号：DE60042001D1

    公开(公告)日：2009-05-28

    申请号：DE60042001

    申请日：2000-09-05

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： BONDARENKO OLEG ,  SHTIVELMAN YURI

    IPC: H04M3/523 ,  H04M3/51 ,  H04M7/00

    Abstract: An Estimated Wait Time (EWT) service for a Web page provider has an internet-connected facility for monitoring communication status with a communication center having communication equipment hosting agents of the web page provider, and an interactive link in a web page hosted by the Web page provider. The interactive link is presented to a user accessing the Web page, and when selected, connects the user to the facility for monitoring communication status. In a preferred embodiment the facility provides a Web page display for the user, displaying parameters regarding the communication status, such as estimated wait time (EWT). In some cases there are options in a user interface for placing an Internet Phone (IP) call, for sending a message, and e-mail, and so forth, or for requesting a call back. In the case of a cal back the user may, in some embodiments, provide alternative numbers or addresses and times for call back.

    24.
    发明专利
    未知

    公开(公告)号：DE69838795D1

    公开(公告)日：2008-01-10

    申请号：DE69838795

    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.

    25.
    发明专利
    未知

    公开(公告)号：DE69836147D1

    公开(公告)日：2006-11-23

    申请号：DE69836147

    申请日：1998-10-27

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： SHTIVELMAN YURI ,  MYERS SCOTT

    IPC: H04M3/523 ,  H04M3/42 ,  H04M3/51 ,  H04M3/56 ,  H04M3/58 ,  H04Q1/45

    Abstract: A call re-directing system associated with a call center integrates an interface on a computer station at an agent station having a telephone, a CTI-application executing on a processor connected to a telephony switch, and an DSP-controller to operate with Transfer Connect protocols for re-directing misrouted telephone calls. In a preferred embodiment, data associated with a call is transferred to the new destination of a re-routed call and re-associated with the call.

    Method and apparatus for automatic network connection between a small business and a client
    29.
    发明专利
    Method and apparatus for automatic network connection between a small business and a client 未知

    公开(公告)号：AU740347B2

    公开(公告)日：2001-11-01

    申请号：AU9131798

    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

    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.

    Method and apparatus for determining agent availability
    30.
    发明专利
    Method and apparatus for determining agent availability 未知

    公开(公告)号：AU737483B2

    公开(公告)日：2001-08-23

    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.

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