公开(公告)号：EP2534819A4

公开(公告)日：2013-07-17

申请号：EP11703090

申请日：2011-01-26

Applicant: GENESYS TELECOMM LAB INC

Inventor： RISTOCK HERBERT ,  MEZHIBOVSKY VLADIMIR ,  KOROLEV NIKOLAY

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5141 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5238 ,  H04M2201/38 ,  H04M2203/408 ,  H04M2242/22

Abstract: A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.

Abstract translation: 呼叫中心系统具有从机器可读介质执行软件（SW）的计算机化服务器，用于收集关于传入事务的数据的SW的数据收集功能，数据处理功能，其耦合到数据收集引擎并且能够处理 针对一组业务规则收集的数据，数据处理功能确定进入事务中的各个事务的优先级，以及能够将由数据处理功能确定的优先级指示分发给代理可访问的一个或多个呈现接口的分发功能 在或相近的交易由代理人接受的时间。

公开(公告)号：EP2248034A4

公开(公告)日：2012-08-15

申请号：EP08869406

申请日：2008-12-23

Applicant: GENESYS TELECOMM LAB INC

Inventor： GALVIN BRIAN ,  RISTOCK HERBERT WILLI ARTUR

IPC: G06Q10/00 ,  G06F15/16

CPC classification number: H04L67/2809 ,  G06Q10/06311 ,  G06Q10/10 ,  G06Q50/184

公开(公告)号：EP2098054A4

公开(公告)日：2011-07-27

申请号：EP07869779

申请日：2007-12-21

Applicant: GENESYS TELECOMM LAB INC

Inventor： SNEYDERS DAVE ,  PERLMUTTER S MICHAEL ,  KIKINIS DAN

IPC: H04M3/42 ,  H04M3/50

CPC classification number: H04M3/5158 ,  H04M3/42374

公开(公告)号：EP1999708A4

公开(公告)日：2010-12-08

申请号：EP07758678

申请日：2007-03-16

Applicant: GENESYS TELECOMM LAB INC

Inventor： PFEIFFER RALF ,  LARUELLE FREDERIC ,  VAN EVEREN DAVID ,  PHUNG RICK

IPC: G06Q30/02

CPC classification number: G06Q30/0256 ,  G06Q30/02 ,  G06Q30/0277

Abstract: A system for serving electronic advertisements over a data packet network has a node connected to the data packet network, data storage accessible to the node for holding advertisements for service and associated data, and a software instance running on the node for selecting and causing placement of advertisements including selected associated data. The system is characterized in that the advertisements are selected and served base on some real time information accessible to the software instance and wherein the associated data may be individually or collectively embedded into or deployed with the advertisements based at least in part on evaluation of the information accessed.

公开(公告)号：EP1774760A4

公开(公告)日：2009-04-15

申请号：EP05783002

申请日：2005-08-02

Applicant: GENESYS TELECOMM LAB INC

Inventor： ANISIMOV NIKOLAY ,  MAKAGON PETR ,  RISTOCK HERBERT WILLI ARTHUR ,  RYABCHUN ANDREI

IPC: H04M3/51

CPC classification number: H04M3/5191 ,  H04M3/5125

Abstract: A system for integrating a contact center, an agent station, and a customer relation management server for communication includes a network adapter node having port connection to the contact center, the agent station, and the customer relation management server; and one or more dynamic states running on the network adapter mode wherein the one or more states described represent current agent activity and presence attributes according to model. In preferred application the customer relation management server is adapted to deliver data and or services or notification of availability thereof to the agent station based on the current state information for one or more events active or in queue for the agent station.

公开(公告)号：EP1031232A4

公开(公告)日：2005-11-02

申请号：EP98956187

申请日：1998-10-23

Applicant: GENESYS TELECOMM LAB INC

Inventor： NEYMAN IGOR ,  MILOSLAVSKY ALEC

IPC: H04M3/42 ,  H04M3/00 ,  H04M3/436 ,  H04M3/523 ,  H04M7/00 ,  H04Q3/00 ,  H04Q3/64

CPC classification number: H04Q3/64 ,  H04M3/42323 ,  H04M3/436 ,  H04M3/523 ,  H04Q3/0029 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13107 ,  H04Q2213/13164 ,  H04Q2213/13166 ,  H04Q2213/1322 ,  H04Q2213/13224 ,  H04Q2213/13395

Abstract: A telephone call distribution system for determining destination for an incoming telephone call in a telephony network (100) including a service control point (SCP) (101) operates with a plurality of workstations (361, 362) each comprising a telephone (131, 132) coupled to the telephony network (100) and a proximate computer station having a video display unit (PC/VDU) (331, 332), the PC/VDU (331, 332) connected to the SCP (101) via a wide range area network (WAN), and a personal router (207) associated with each PC/VDU (331, 332). The SCP (101) broadcasts data pertaining to the incoming telephone call and a request for a destination to individual ones of the PC/VDUs (331, 332) via the WAN, and the personal routers (207) negotiate a destination based on individual routing rules and the data pertaining to the call. At least one of the individual routers responds to the SCP (101) with a destination for the call.

公开(公告)号：EP1044553A4

公开(公告)日：2004-10-27

申请号：EP98956309

申请日：1998-10-28

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC ,  TUROVSKI OLEG

IPC: H04M3/436 ,  H04L12/58 ,  H04M3/00 ,  H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M7/00 ,  H04N7/14 ,  H04N7/15 ,  H04Q3/545 ,  H04Q3/64

CPC classification number: H04M3/51 ,  H04L51/043 ,  H04L51/14 ,  H04M3/36 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42323 ,  H04M3/42365 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5235 ,  H04M7/0033 ,  H04M2242/22 ,  H04M2242/30 ,  H04N7/148 ,  H04N7/15 ,  H04Q3/64 ,  H04Q2213/1305 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13093 ,  H04Q2213/13097 ,  H04Q2213/13103 ,  H04Q2213/1322 ,  H04Q2213/1325

Abstract: A method for a reporting application to flexibly report the status of an entity in a call center to a requesting application is provided. The entity could be in one or more states. Examples of an entity are a directory number (217-219, 223 and 224), an agent (230 and 231), a group (232 and 233), a routing point (214-216, 221 and 222), and an agent place (226-228). The requesting application sets the priority of these states belonging to the entity by sending a status priority table to the reporting application. The reporting application reports the status based on the active states of the entity and the priority table. As an example, the reported status could be the active state having the highest priority in the table. This state is reported back to the requesting application. Because different requesting applications could present different priority tables, the reporting application could report different states for the same entity.

公开(公告)号：EP1040638A4

公开(公告)日：2004-10-20

申请号：EP98953962

申请日：1998-10-23

Applicant: GENESYS TELECOMM LAB INC

Inventor： PERLMUTTER S MICHAEL

IPC: H04L29/08 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/56 ,  H04M3/58 ,  H04M7/00 ,  H04M7/12 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/66 ,  H04Q3/72

CPC classification number: H04L67/306 ,  H04L65/4007 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42323 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5237 ,  H04M3/56 ,  H04M3/58 ,  H04M7/006 ,  H04M7/12 ,  H04M2203/551 ,  H04M2207/12 ,  H04M2242/22 ,  H04Q3/0029 ,  H04Q3/0045 ,  H04Q3/64 ,  H04Q3/66 ,  H04Q3/72 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13141 ,  H04Q2213/13164 ,  H04Q2213/13174 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/13389

Abstract: Telephone call routing in networks is provided by forwarding routing data other than origination identification and destination identification in-band with calls (107), and using the in-band data at call destinations to do further routing. In some embodiments negotiation is accomplished between routers (201) at different points in the network (104, 121 and 122) based on the in-band routing data. Practice of the invention extends to intelligent telephony networks (100) and as well to simulated telephone calls between computers in wide area data networks, such as the Internet and Intranets.

公开(公告)号：EP1025720A4

公开(公告)日：2004-10-06

申请号：EP98953904

申请日：1998-10-22

Applicant: GENESYS TELECOMM LAB INC

Inventor： PICKERING RICHARD B

IPC: G06F17/30 ,  H04M1/27 ,  H04M1/2745 ,  H04M3/00 ,  H04M3/38 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  H04M7/12 ,  H04M11/00 ,  H04Q3/62 ,  H04Q3/64 ,  H04Q7/20 ,  H04M1/64

CPC classification number: H04M7/003 ,  H04L63/105 ,  H04M1/27 ,  H04M1/274508 ,  H04M1/274516 ,  H04M1/27455 ,  H04M3/382 ,  H04M3/42093 ,  H04M3/42102 ,  H04M3/4211 ,  H04M3/42161 ,  H04M3/42314 ,  H04M3/42323 ,  H04M3/42348 ,  H04M3/42365 ,  H04M3/4931 ,  H04M3/4935 ,  H04M3/51 ,  H04M3/5237 ,  H04M7/006 ,  H04M7/12 ,  H04M2201/38 ,  H04M2203/2044 ,  H04M2203/2072 ,  H04M2203/4527 ,  H04M2203/6009 ,  H04M2242/22 ,  H04Q3/625 ,  H04Q3/64 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13095 ,  H04Q2213/13096 ,  H04Q2213/13097 ,  H04Q2213/13098 ,  H04Q2213/13103 ,  H04Q2213/13175 ,  H04Q2213/13199 ,  H04Q2213/13209 ,  H04Q2213/1322 ,  H04Q2213/13298 ,  H04Q2213/13337 ,  H04Q2213/13339 ,  H04Q2213/13349 ,  H04Q2213/13389 ,  Y10S707/914 ,  Y10S707/915 ,  Y10S707/959 ,  Y10S707/99933 ,  Y10S707/99943 ,  Y10S707/99945 ,  Y10S707/99948

Abstract: An interactive directory (Fig. 2) provided for a workstation (110) having connected video monitor (132) and adapted for network access has an interactive display for displaying status for individual entities, being persons and organizations. Entities are listed in the display along with status for each entity (Fig. 2). There may be multiple fields for status, and some fields display telephone numbers, while others may provide alphanumeric display (Fig. 2). A remote contact address is stored and associated with each directory entity, and when the directory is active, the workstation (110) accesses status information from network sources associated with individual directory listings.

公开(公告)号：EP1016280A4

公开(公告)日：2000-09-20

申请号：EP98948163

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

CPC classification number: H04Q3/62 ,  G06F11/10 ,  G06F11/1008 ,  G06F11/2215 ,  G06Q10/107 ,  G11B20/1833 ,  H04L29/06 ,  H04L51/066 ,  H04L51/12 ,  H04L51/14 ,  H04M3/36 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42323 ,  H04M3/51 ,  H04M3/5125 ,  H04M3/5141 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5237 ,  H04M3/5307 ,  H04M7/00 ,  H04M7/0003 ,  H04M7/0006 ,  H04M7/0009 ,  H04M7/003 ,  H04M7/006 ,  H04M7/12 ,  H04M2201/50 ,  H04M2203/4536 ,  H04M2242/22 ,  H04N7/148 ,  H04N7/15 ,  H04Q3/0029 ,  H04Q3/72 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13141 ,  H04Q2213/13175 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/13299 ,  H04Q2213/13337 ,  H04Q2213/13389 ,  Y10S370/901 ,  Y10S379/90

Abstract: A plurality of aspects (113, 114, 120, 124) and embodiment of unique telephony apparatus and methods are disclosed, including but limited to video routing and conferencing, coordinating telephone calls with data pertaining to the calls, methods for implementing and operating call centers (110), routing calls by statistical modeling, using multiple object states in telephony software systems, and routing of electronic documents.

Abstract translation: 公开了独特的电话装置和方法的多个方面（113,114,120,124）和实施例，其包括但限于视频路由和会议，用与呼叫有关的数据来协调电话呼叫，用于实现和操作呼叫中心的方法 （110），通过统计建模路由呼叫，在电话软件系统中使用多个对象状态以及路由电子文档。