公开(公告)号：WO0122693A3

公开(公告)日：2008-03-06

申请号：PCT/US0040713

申请日：2000-08-22

Applicant: GENESYS TELECOMM LAB INC

Inventor： BONDARENKO OLEG ,  SHTIVELMAN YURI

IPC: H04M3/00 ,  G06F13/00 ,  G06F17/00 ,  H04M3/51 ,  H04M3/523 ,  H04M7/00

CPC classification number: H04M7/003 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5231 ,  H04M3/5238 ,  H04M7/006 ,  H04M2201/38

Abstract: An Estimated Wait Time (EWT) service for a Web page provider for a Web page provider has an internet-connected facility for monitoring communication status with a communication center (15) having communication equipment hosting agents (39, 47, 49, 41, 51, 43, 53, 45) of the web page provider, and an interactive linmk 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 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 call back the user may, in some embodiments, provide alternative numbers or addresses and times for call back.

Abstract translation: 用于网页提供商的网页提供商的估计等待时间（EWT）服务具有互联网连接的设施，用于监视与具有通信设备托管代理（39,47,49,41,51）的通信中心（15）的通信状态 ，43,53,45），以及由网页提供者托管的网页中的交互式线程。 该交互式链接被呈现给访问该网页的用户，并且当被选择时，将用户连接到用于监视通信状态的设施。 在优选实施例中，该设施为用户提供网页显示，显示关于在用户界面中用于放置用于发送消息的因特网电话（IP）呼叫和电子邮件等等的选项的参数，或者用于请求 回电话 在回呼的情况下，在一些实施例中，用户可以提供用于回叫的备选号码或地址和时间。

公开(公告)号：WO2004063854A3

公开(公告)日：2006-05-26

申请号：PCT/US0341677

申请日：2003-12-31

Applicant: GENESYS TELECOMM LAB INC

Inventor： GOLITSIN VLADIMIR G ,  BARINOV VITALY Y

IPC: H04M5/00 ,  G06F20060101 ,  H04M3/00 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5232 ,  H04M3/5191 ,  H04M3/5233

Abstract: A routing software application for predicting a best routing destination from a pool of considered routing destinations (119) for an incoming event into a communications routing system (100) has a detection module for detecting the arrival of the event for routing; at least one instance of an information gathering routine for gathering and compiling information about the considered destinations; at least one reporting module for organizing and reporting the gathered information; and a processing module for computing values from the gathered information and selecting the best routing destination based on isolation of the best computed value. In a preferred embodiment scalar load information per media type and per destination and agent skill information related to at least media skills per type of media per destination is processed by the processing module, which isolates, identifies, and selects at least the best destination for routing.

Abstract translation: 用于将来自所考虑的路由目的地池（119）的最佳路由目的地预测用于进入通信路由系统（100）的进入事件的路由选择软件应用具有用于检测所述事件到达路由的检测模块; 至少一个信息收集例程，用于收集和汇编有关被考察目的地的信息; 至少一个报告模块，用于组织和报告所收集的信息; 以及处理模块，用于根据收集的信息计算值，并且基于最佳计算值的隔离来选择最佳路由目的地。 在优选实施例中，每个媒体类型和每个目的地的标量负载信息和与每个目的地的每种类型的媒体至少媒体技能相关的代理技能信息由处理模块处理，处理模块隔离，识别并选择至少最佳路由目的地 。

公开(公告)号：WO2004021128A2

公开(公告)日：2004-03-11

申请号：PCT/US0326936

申请日：2003-08-27

Applicant: GENESYS TELECOMM LAB INC

Inventor： LEMOGNE STEPHANE ,  HANHAN MUSA J ,  HAGGERTY LAURA JEAN ,  NICOLAS BORIS ,  BONNAUD CECILE

IPC: G06F3/033 ,  G06F3/048 ,  G06F

CPC classification number: G06F3/0481

Abstract: An interactive information display for a communication terminal includes a tab navigation region; one or more interactive tabs, each tab associated with an active or passive communication event at the communication terminal, and a plurality of interactive icons associated with specific tabs. The interactive icons are individually enabled in the tabs for each communication event that goes active and are individually disabled or terminated as each communication event is completed, and wherein interaction with one or more icons, some of which are dynamically generated alert icons associated with a tab, causes relevant data to be retrieved from at least one data source and displayed in one or more windows associated with the relevant tab.

Abstract translation: 用于通信终端的交互式信息显示器包括标签导航区域; 一个或多个交互标签，每个标签与通信终端处的主动或被动通信事件相关联，以及与特定标签相关联的多个交互图标。 交互式图标在用于每个通信事件的标签中单独启用，每个通信事件变为活动并且在每个通信事件完成时被单独禁用或终止，并且其中与一个或多个图标的交互，其中一些图标是与标签关联的动态生成的警报图标 使相关数据从至少一个数据源中检索并显示在与相关标签关联的一个或多个窗口中。

公开(公告)号：WO02103464A3

公开(公告)日：2003-02-27

申请号：PCT/US0215716

申请日：2002-05-15

Applicant: GENESYS TELECOMM LAB INC

Inventor： KILPATRICK JOEL FREDERICK

IPC: H04M3/523 ,  H04M5/00

CPC classification number: H04M3/5233

Abstract: The invention selects agents (118) in a service center to service individual tasks based on agent skills required to service the tasks. All agent skills relevant to processing a task are ascertained out of a set of N defined skills. A skill expression is established (102) that defines a logical relationship between the relevant skills sufficient to qualify an agent to service the task (110). A weight is calculated for each relevant skill that represents the relative importance of the skill in the skill expression. A set of agents qualified to service the task is derived according to the skill expression. A score is calculated (112) for each qualified agent using the calculated weights, wherein each score represents the closeness of the associated agent's qualifications to the skill expression. Finally, an agent is selected to service the task according to the calculated scores (118).

Abstract translation: 本发明在服务中心中选择代理（118），以基于服务任务所需的代理技能来服务于各个任务。 与处理任务相关的所有代理技能都是从一组N个定义的技能中确定出来的。 建立技能表达式（102），其定义足以使代理人服务于任务的相关技能之间的逻辑关系（110）。 对于表示技能表达式中的技能的相对重要性的每个相关技能计算权重。 根据技能表达式导出一组有资格服务任务的代理。 使用计算的权重对每个合格代理人计算得分（112），其中每个分数表示相关代理人的资格与技能表达式的接近程度。 最后，根据计算出的分数选择代理服务任务（118）。

公开(公告)号：WO0049482A3

公开(公告)日：2001-02-15

申请号：PCT/US0000785

申请日：2000-01-12

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: G06F3/048 ,  G06F12/00 ,  G06F17/27 ,  G06F17/30 ,  G06Q10/06 ,  G06Q10/10 ,  H04L12/24 ,  H04L12/28 ,  H04L12/56 ,  H04L12/58 ,  H04L25/06 ,  H04L29/06 ,  H04L29/08 ,  H04M3/20 ,  H04M3/22 ,  H04M3/36 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  H04M3/56 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  G06F3/14 ,  G06F17/60 ,  H04L12/00 ,  H04M1/64 ,  H04N3/00 ,  H04N7/14 ,  H04N11/00 ,  H04Q3/64

CPC classification number: H04L67/1097 ,  G06F17/2765 ,  G06F17/30058 ,  G06F17/3061 ,  G06Q10/06 ,  G06Q10/10 ,  G06Q10/107 ,  H04L29/06 ,  H04L29/06027 ,  H04L45/14 ,  H04L51/00 ,  H04L51/04 ,  H04L65/4007 ,  H04L67/00 ,  H04L67/02 ,  H04L67/04 ,  H04L67/14 ,  H04L67/22 ,  H04L67/34 ,  H04L69/329 ,  H04M3/20 ,  H04M3/2218 ,  H04M3/2281 ,  H04M3/36 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/4938 ,  H04M3/51 ,  H04M3/5158 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5231 ,  H04M3/5233 ,  H04M3/5237 ,  H04M3/56 ,  H04M7/006 ,  H04M7/12 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/357 ,  H04M2203/402 ,  H04M2203/404 ,  H04M2203/4536 ,  H04M2207/206 ,  H04W40/02 ,  H04W76/02 ,  H04W84/042

Abstract: In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard (137) is provided for active clients and updated periodically with information related to client transaction history with the MMCC. A connected client is presented by the wizard with a selective media function through which the client may select a media type for interaction and help, and the MMCC will then recontact the client through the selected media. The client, for example, may select IP or COST telephony (139), and the MMCC will place a call to the client to a number or IP address (139) listed for the client, and interactivity will then be through an interactive voice response unit. Help information specific to a client is updated in the client's wizard periodically according to ongoing transaction history with the MMCC. The wizard may also monitor client activity with the wizard and make reports available to various persons.

Abstract translation: 在通过操作系统运行的多媒体呼叫中心（MMCC）中，为活动客户端提供客户端特定的自助向导（137），并且与MMCC的客户交易历史信息周期性地更新。 连接的客户端由向导呈现选择性媒体功能，客户端可以通过该功能选择媒体类型进行交互和帮助，然后MMCC将通过所选媒体重新触发客户端。 例如，客户端可以选择IP或COST电话（139），并且MMCC将呼叫客户端到为客户端列出的号码或IP地址（139），并且交互性将通过交互式语音响应 单元。 根据MMCC正在进行的交易历史，定期更新客户端向导中的特定于客户端的帮助信息。 向导还可以使用向导监视客户端活动，并向各种人员提供报告。

公开(公告)号：WO2014145143A3

公开(公告)日：2014-12-04

申请号：PCT/US2014029857

申请日：2014-03-14

Applicant: GENESYS TELECOMM LAB INC

Inventor： LUM HENRY R ,  FILONOV VLADIMIR ,  CULBERT JEFFREY ,  BLANDER DANIEL ,  SUBRAMANIAM SOMASUNDARAM ,  CICCHITTO ANGELO ,  GVILDYS PAUL ,  TAMBLYN ERIC

IPC: H04M1/66 ,  H04M3/42

CPC classification number: H04M3/28 ,  H04L9/0819 ,  H04L9/0822 ,  H04L65/1006 ,  H04L65/104 ,  H04L65/105 ,  H04L65/1063 ,  H04L65/1076 ,  H04L65/605 ,  H04L2209/24 ,  H04M1/656 ,  H04M3/22 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42348 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M2203/551 ,  H04M2203/609 ,  H04Q3/00 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20

Abstract: A system and method for recording media for a contact center where a processor is configured to determine that media exchanged between first and second communication devices during a telephony call is to be recorded; bridge a media path between the first and second communication devices; cause replicating of the media exchanged in the media path; encrypt the replicated media via a first cryptographic key for storing the encrypted media in a data storage device; and encrypt the first cryptographic key via a second cryptographic key for storing the encrypted first cryptographic key as metadata for the encrypted media.

Abstract translation: 一种用于为联络中心记录媒体的系统和方法，其中处理器被配置为确定在电话呼叫期间在第一和第二通信设备之间交换的媒体将被记录; 桥接第一和第二通信设备之间的媒体路径; 引起在媒体路径中交换的媒体的复制; 通过用于将加密媒体存储在数据存储设备中的第一密钥来加密复制的媒体; 以及经由用于存储经加密的第一密码密钥的第二密码密钥将第一密码密钥加密为用于加密媒体的元数据。

公开(公告)号：WO2014081986A9

公开(公告)日：2014-11-20

申请号：PCT/US2013071353

申请日：2013-11-21

Applicant: GENESYS TELECOMM LAB INC

Inventor： VYMENETS LEONID ,  BEILIS DAVID ,  DAVIES MICHAEL ,  SURTY AARON ,  ZHAKOV VYACHESLAV ,  LEE-KWEN ADRIAN ,  PLACIAKIS VIDAS

IPC: G06F3/048

CPC classification number: H04M3/5175 ,  H04M3/5232 ,  H04M2201/42 ,  H04M2203/355 ,  H04M2203/401

Abstract: A system and method for creating, monitoring, and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.

Abstract translation: 通过图形用户界面创建，监视和可视化联络中心路由策略的系统和方法。 图形用户界面显示了描述联络中心路由策略的路由图。 路由图包括多个块，每个块与用于管理与联络中心的交互的逻辑相关联。 处理器监视联络中心的性能，因为与联络中心的交互根据路由策略进行管理。 处理器识别受联络中心性能影响的多个块中的一个，并进一步识别与所识别的块相关联的阈值。 处理器确定联络中心的性能是否满足阈值，并且基于该确定来修改所识别的块的视觉外观。

公开(公告)号：WO2009088765A3

公开(公告)日：2010-12-16

申请号：PCT/US2008088114

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: H04L67/10 ,  G06F17/30566 ,  G06F17/30899 ,  G06Q10/0633 ,  G06Q10/10 ,  G06Q10/107

Abstract: In a first enterprise joined in a distributed, federated network of second enterprises, a system is provided for managing data flow between enterprises, the system including a data management server in the first enterprise having access to sets of rules for managing data flow to and from the first enterprise, a first data interface in the first enterprise dedicated to data transfer to a paired second dedicated data interface at a neighboring second enterprise in the federation, wherein the first data interface manages data sent to the second interface and/or data incoming from the second interface according to the sets of rules for managing data flow.

Abstract translation: 在加入第二企业分散式联合网络的第一家企业中，提供了一种用于管理企业之间数据流的系统，该系统包括第一企业中的数据管理服务器，可以访问用于管理数据流的规则集 第一企业，第一企业中的第一数据接口，专用于在联盟中的相邻第二企业处将数据传输到配对的第二专用数据接口，其中第一数据接口管理发送到第二接口的数据和/或从 根据用于管理数据流的规则集合的第二个接口。

公开(公告)号：WO2010080322A3

公开(公告)日：2010-09-16

申请号：PCT/US2009067436

申请日：2009-12-10

Applicant: GENESYS TELECOMM LAB INC ,  ANISIMOV NIKOLAY ,  SCOTT MARK ,  PETROVYKH YEVGENIY ,  CHANG YI

Inventor： ANISIMOV NIKOLAY ,  SCOTT MARK ,  PETROVYKH YEVGENIY ,  CHANG YI

IPC: G06Q30/00

CPC classification number: G06Q30/02 ,  G06F17/30899

Abstract: A ranking system ranks visitors to a Web site using one or more instances of machine-readable code executable from a digital medium accessible to a Web server. The code tracks visitor behavior while browsing the web site, and a visitor ranking module resident on the digital medium accepts information documented by the one or more instances of machine readable code and assigns rank values to one or more of the visitors. The ranking module ranks visitors at the Web-site based on logic and rules for interpreting visitor behavior and for applies a value to the visitor in real time based on that interpretation, and values applied at or above a preprogrammed level trigger solicitation of the visitor so ranked to engage in interaction including live assistance.

Abstract translation: 排名系统使用一个或多个可从Web服务器可访问的数字媒体中执行的机器可读代码实例，将访问者排列到网站。 该代码在浏览网站时跟踪访问者行为，并且驻留在数字媒体上的访问者排名模块接受由机器可读代码的一个或多个实例记录的信息，并将等级值分配给一个或多个访问者。 排名模块根据用于解释访问者行为的逻辑和规则对访问者进行排名，并根据该解释对访问者实时应用值，以及应用于预编程级别或以上的值触发访问者的请求 排名参与互动，包括现场援助。

公开(公告)号：WO2009086341A2

公开(公告)日：2009-07-09

申请号：PCT/US2008088097

申请日：2008-12-23

Applicant: GENESYS TELECOMM LAB INC ,  GALVIN BRIAN ,  PERLMUTTER S MICHAEL ,  SNEYDERS DAVE

Inventor： GALVIN BRIAN ,  PERLMUTTER S MICHAEL ,  SNEYDERS DAVE

IPC: G10L21/00

CPC classification number: G06N5/025 ,  G10L15/26 ,  G10L17/22 ,  G10L25/72 ,  H04M3/5133 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5183 ,  H04M2203/357

Abstract: A management system for guiding an agent in a media- specific dialogue has a conversion engine for instantiating ongoing dialogue as machine-readable text, if the dialogue is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialogue. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.

Abstract translation: 用于在媒体特定对话中指导代理的管理系统具有用于将当前对话作为机器可读文本实例化的转换引擎，如果对话在语音媒体中，则用于从文本确定事实的上下文分析引擎，用于 基于事实输入来声明规则，以及呈现引擎，用于向代理人呈现信息以指导代理在对话中。 上下文分析引擎将确定的事实传递给规则引擎，规则引擎根据事实选择和断言呈现引擎规则，并且呈现引擎基于所声明的规则向代理提供定期更新的指导。