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公开(公告)号：CA2302704A1
公开(公告)日：1999-03-25
申请号：CA2302704
申请日：1998-09-08
Applicant: GENESYS TELECOMM LAB INC
Inventor： SHTIVELMAN YURI
Abstract: A method and apparatus for determining the availability of an agent in a multimedia-capable call center is disclosed. A routine implemented by the callcenter determines whether an agent is busy or available (100). If the agent is determined to be busy on a video call (102, 104) or busy on a telephone call (106, 108), an Agent Busy result is returned (116). If the agent is determined not to be busy on either a video call (102, 104) or on a telephone call (106, 108), a determination is made as to whether the number of unanswered mails (e.g., electronic mail (e-mail) messages, voice mail messages, and video messages) for the agent exceeds a preset limit (110, 112). If the number of unanswered mails for the agent is determined to exceed the preset limit (110, 112), the Agent Busy result is returned (116). If the number of unanswered mails for the agent is determined to be equal to or less than the preset limit (110, 112), an Agent Available result is returned (114).
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32.发明专利
公开(公告)号：CA2302676A1
公开(公告)日：1999-03-25
申请号：CA2302676
申请日：1998-09-08
Applicant: GENESYS TELECOMM LAB INC
Inventor： SHTIVELMAN YURI
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.
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公开(公告)号：DE69838795T2
公开(公告)日：2008-10-30
申请号：DE69838795
申请日：1998-09-08
Applicant: GENESYS TELECOMM LAB INC
Inventor： SHTIVELMAN YURI
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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公开(公告)号：DE69836147T2
公开(公告)日：2007-08-16
申请号：DE69836147
申请日：1998-10-27
Applicant: GENESYS TELECOMM LAB INC
Inventor： SHTIVELMAN YURI , MYERS SCOTT
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.
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公开(公告)号：AT342628T
公开(公告)日：2006-11-15
申请号：AT98955144
申请日：1998-10-27
Applicant: GENESYS TELECOMM LAB INC
Inventor： SHTIVELMAN YURI , MYERS KENNETH SCOTT
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.
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Patent Agency Ranking36.发明专利
公开(公告)号：CA2302676C
公开(公告)日：2003-07-22
申请号：CA2302676
申请日：1998-09-08
Applicant: GENESYS TELECOMM LAB INC
Inventor： SHTIVELMAN YURI
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.
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公开(公告)号：CA2302397C
公开(公告)日：2003-07-22
申请号：CA2302397
申请日：1998-09-08
Applicant: GENESYS TELECOMM LAB INC
Inventor： SHTIVELMAN YURI , TUROVSKI OLEG
Abstract: A telephony call-waiting system for clients having a computer (112) with a video display unit (PC/VDU) and a public-switched telephony network (PSTN) telephone (111) connected to the PSTN (151) by a single line (150), keeps a status indication of the client's Internet connection status and, during periods of time the PC/VDU is connected to the Internet (101), alerts the clients by an alert signal over the Internet connection of any waiting PSTN calls. In a preferred embodiment the client's PC/VDU is adapted to provide an audio and/or visual alert event when an alert signal is received, and to provide for a user-initiated response to an alert, accepting or rejecting a call. In the event a call is accepted, provision is made for connecting the accepted call to the client's PC/VDU as an IP call. In some embodiments several calls may be dealt with at the PC/VDU, and features are provided such as caller-ID on the client's VDU. Several ways of accomplishing the call- waiting system are taught.
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公开(公告)号：AU4732501A
公开(公告)日：2001-10-30
申请号：AU4732501
申请日：2001-03-07
Applicant: GENESYS TELECOMM LAB INC
Inventor： ANISIMOV NIKOLAY , KISHINSKY KONSTATIN , KOROLEV NIKOLAY , POGOSSIANTS GREGORY , SHTIVELMAN YURI , ZYARKO VADIM
IPC: H04L29/06 , H04M3/42 , H04M3/48 , H04M3/51 , H04M3/523 , H04M3/53 , H04M7/00 , H04M7/12 , H04M3/00
Abstract: A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module for generating numbers to be automatically dialed, a dialing unit for dialing numbers generated, a queue for queing answered calls, and a stat module for monitoring performance and generating a call generation rate. The system uses an analytical method in one embodiment for determining the call generation rate, wherein the method uses one or more of distribution function of system processes, numerical methods, solving of non-linear equations, or probability techniques. In another embodiment the system accomplishes the same purpose using a simulation method for determining the call generation rate, wherein parameters relating to a queing system are estimated in absence of sufficient information by simulating each of the system's processes, predicting behavior of the system on basis of previous experience, and finding optimal point in future to make a next call.
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公开(公告)号：AU740034B2
公开(公告)日：2001-10-25
申请号：AU1202299
申请日：1998-10-27
Applicant: GENESYS TELECOMM LAB INC
Inventor： SHTIVELMAN YURI , MYERS KENNETH SCOTT
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.
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公开(公告)号：CA2302397A1
公开(公告)日：1999-03-25
申请号：CA2302397
申请日：1998-09-08
Applicant: GENESYS TELECOMM LAB INC
Inventor： TUROVSKI OLEG , SHTIVELMAN YURI
Abstract: A telephony call-waiting system for clients having a computer (112) with a video display unit (PC/VDU) and a public-switched telephony network (PSTN) telephone (111) connected to the PSTN (151) by a single line (150), keeps a status indication of the client's Internet connection status and, during periods of time the PC/VDU is connected to the Internet (101), alerts the clients by an alert signal over the Internet connection of any waiting PSTN calls. In a preferred embodiment the client's PC/VDU is adapted to provide an audio and/or visual alert event when an alert signal is received, and to provide for a user-initiated response to an alert, accepting or rejecting a call. In the event a call is accepted, provision is made for connecting the accepted call to the client's PC/VDU as an IP call. In some embodiments several calls may be dealt with at the PC/VDU, and features are provided such as caller-ID on the client's VDU. Several ways of accomplishing the callwaiting system are taught.
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