公开(公告)号：DE69833462T2

公开(公告)日：2006-10-12

申请号：DE69833462

申请日：1998-09-09

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC ,  GISBY DOUGLAS

IPC: H04M3/51 ,  H04L12/64 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/12 ,  H04M3/36 ,  H04M3/42 ,  H04M3/523 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/66

Abstract: An Internet Protocol Network Telephony call-routing system is disclosed comprising a routing-processor (223) adapted for receiving and forwarding calls and a router (342) associated with the routing processor (223) and having different selectable routing protocols associated with different levels of system condition or performance. A system monitor (352) determines system condition and performance, including system degradation and cause of degradation. The router (342) selects a routing protocol based on a change in system condition or performance to a new level, according to the appropriate protocols associated with the new level of system condition or performance, and on a basis of relative insusceptibility to the causes of system degradation.

公开(公告)号：CA2302680C

公开(公告)日：2003-07-29

申请号：CA2302680

申请日：1998-09-09

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC ,  GISBY DOUGLAS

IPC: H04L12/64 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/12 ,  H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/66

Abstract: A computerized telephony call center (121) for serving a customer base has a central switch (123) connected to a plurality of telephones (136, 138) at operator workstations (131, 132) and adapted to route the calls to individua l ones of the telephones, and also connected to a public switched telephone network (100), and a first processor (223) connected to the central switch (123) by a high-speed data link (212) and to the telephone network by a digital network connection. The first processor (223) is adapted to monitor transactional activity of the central switch (123), to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor (224) over the digit al network connection. The digital connections may be a TCP/IP connection. In a preferred embodiment, the first processor is connected by a LAN (301) to network interfaces including a video display unit and input apparatus proximate individual ones of the plurality of telephones connected to the central switch.

公开(公告)号：AU743737B2

公开(公告)日：2002-02-07

申请号：AU1286299

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

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, an agent, a group, a routing point, and an agent place. 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：AU1077301A

公开(公告)日：2001-06-18

申请号：AU1077301

申请日：2000-10-10

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC

IPC: H04M3/523 ,  H04L12/28 ,  H04L12/56 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04M7/00 ,  H04M11/00 ,  H04L12/66 ,  G09G5/00

Abstract: A wireless access protocol service provider (WAP-SP), providing access to Internet data for WAP-enabled appliances is enhanced with software for facilitating telephony calls, enabling, for example, connection of a user of the WAP-enabled appliance, communicating with a Web site through the WAP-SP, to an agent of an enterprise that hosts the Web site.

公开(公告)号：AU718233B2

公开(公告)日：2000-04-13

申请号：AU5274398

申请日：1997-07-09

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC

IPC: H04L12/58 ,  H04M3/42 ,  H04M3/51 ,  H04M7/00 ,  H04N7/14 ,  H04N7/15 ,  H04M5/06

Abstract: A network call center hosted by a network service provider has equipment and software for providing call center services to customers of the network service provider. In a preferred embodiment internal connection points in a telephony switching apparatus at the network call center are provided and assigned to agents of customer call centers. The connection points are characterized in that a remote agent, dialing one of the connection points, is connected to the network call center until the agent intentionally disconnects. The network center tracks remote agents by the fact of connection, and provides call center services to groups of agents associated with the remote call centers. Different services may be provided to different remote call centers, and the network center tracks activities and bills the local call centers.

公开(公告)号：AU1276799A

公开(公告)日：1999-06-07

申请号：AU1276799

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

公开(公告)号：CA2309183A1

公开(公告)日：1999-06-03

申请号：CA2309183

申请日：1998-10-28

Applicant: GENESYS TELECOMM LAB INC

Inventor： TUROVSKI OLEG ,  MILOSLAVSKY ALEC

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

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：CA2309186A1

公开(公告)日：1999-05-27

申请号：CA2309186

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

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：AU6319498A

公开(公告)日：1998-08-26

申请号：AU6319498

申请日：1998-02-05

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC

IPC: G06F17/30 ,  G06F13/00 ,  G06Q10/10 ,  H04L12/58 ,  H04M3/42 ,  H04M3/51 ,  H04M3/53 ,  H04M7/00 ,  H04N7/14 ,  H04N7/15 ,  G08B5/22 ,  G06F17/60 ,  G06F17/00

Abstract: A system for routing electronic mails to one of a plurality of support persons in a processing center is disclosed. Each person has a skill set that is suitable for responding to a certain type of e-mails. The system comprises an e-mail server for receiving the e-mail from a sender, an information extractor for extracting relevant information from the e-mail, and a router for routing the e-mail. The system contains a database for storing information related to all persons who can answer e-mails. The system also contains a server for storing the history of all activities in the system. The router can make routing decisions based on the information stored in the database and the server.

公开(公告)号：DE69840929D1

公开(公告)日：2009-08-06

申请号：DE69840929

申请日：1998-01-12

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC

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

Abstract: A system and method for routing telephone calls from a network-level routing station to individual ones of a plurality of call centers having computer telephony integration (CTI) servers at each call center for monitoring and controlling telephony switches at the call centers and at the network level. A separate data network interconnects the network-level CTI server and the call-center-level CTI servers. The system also includes a stat-server at the network level for storing status information related to all of the telephony switches, and a router at the network level. Routing of incoming calls at the network to the connected call centers is successfully accomplished wherein each of the CTI servers report status of call traffic at the connected telephony switches to the network level stat-server, and the network-level router routes calls to the call centers based on the information in the network-level stat-server.The present invention provides a needed capability in the art for larger companies requiring several call centers to have uniform control of the routing of calls from the network, to, and between, the call centers. It is desirable that information and resources of all these call centers be shared, not only for accurate routing, but also, the calls received in one call center can be handled by agents in another call center. Thus, the potential of these call centers can be fully utilized.