公开(公告)号：EP2240896A4

公开(公告)日：2011-10-05

申请号：EP08868054

申请日：2008-12-22

Applicant: GENESYS TELECOMM LAB INC

Inventor： GALVIN BRIAN ,  LARUELLE FEDERIC

IPC: G06Q30/00

CPC classification number: G06Q30/02 ,  G06Q30/0207 ,  G06Q30/0254

公开(公告)号：EP1964343A4

公开(公告)日：2009-12-23

申请号：EP06845536

申请日：2006-12-14

Applicant: GENESYS TELECOMM LAB INC

Inventor： RISTOCK HERBERT WILLI ARTUR

IPC: H04L29/08

CPC classification number: H04L67/104 ,  H04H20/86 ,  H04L12/18 ,  H04L67/1061 ,  H04L67/1068 ,  H04L67/16

公开(公告)号：EP2014068A4

公开(公告)日：2009-10-28

申请号：EP07761418

申请日：2007-04-27

Applicant: GENESYS TELECOMM LAB INC

Inventor： GALVIN BRIAN

IPC: H04M3/00 ,  H04M3/523 ,  H04M5/00 ,  H04M7/00 ,  H04M15/00

CPC classification number: H04M3/2218 ,  H04L41/046 ,  H04L43/045 ,  H04L43/0811 ,  H04M3/2281 ,  H04M3/36 ,  H04M7/123 ,  H04M2201/12 ,  H04M2201/36 ,  H04M2201/38

公开(公告)号：EP1145153A4

公开(公告)日：2006-05-31

申请号：EP99956732

申请日：1999-10-26

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 ,  G06F17/30 ,  G06Q10/00 ,  H04L29/06 ,  H04L29/08 ,  H04M3/22 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/56 ,  H04M7/12 ,  H04M11/00

CPC classification number: G06Q10/06 ,  G06F17/30017 ,  G06Q10/10 ,  H04L29/06 ,  H04L29/06027 ,  H04L67/00 ,  H04L67/14 ,  H04L67/22 ,  H04L69/329 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/4938 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/56 ,  H04M7/12 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2201/60 ,  Y02P90/86 ,  Y10S707/99933

Abstract: In a multimedia call center (MMCC) supporting multiple channels and forms of communication and storing call center transactions in a data repository (263), a threading software application has a programming input for a user to enter association criteria, an access function that accesses at least stored data in the data repository, a search function (265) that searches accessed data for association criteria, and notes those data entities that meet the association criteria; and a display function (269) that displays at least indicators of data entities meeting the association criteria. The threading application serves as a research tool for mining data repositories (263) of the call center for information pertinent to business goals of the enterprise hosting the call center. In some embodiments the application is capable of associating transactions occuring real time as well as stored data.

公开(公告)号：EP1116364A4

公开(公告)日：2005-11-23

申请号：EP99968751

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

Inventor： KIKINIS DAN ,  DEGLOIA RICHARD CASE JR

IPC: G06F13/00 ,  H04L12/64 ,  H04L12/66 ,  H04M3/51 ,  H04M7/00 ,  H04M11/00

CPC classification number: H04M7/006 ,  H04L29/06027 ,  H04L65/1069 ,  H04L65/4007 ,  H04L67/02 ,  H04L67/34 ,  H04M3/5158 ,  H04M3/5191 ,  H04M7/003

Abstract: A system for enabling Data Network Telephony (DNT) communication through a WEB page includes a Web server (28) hosting an interactive WEB page and having an Internet port, as link in the WEB page adapted for launching a DNT-capable telephone module, and a DNT-capable telephone module associated with the link. In this system, upon selection of the link by a person accessing the WEB page over the Internet (13) using a computer platform, an instance of the IP telephone module is downloaded to computer platform, and an IP call is launched to an IP address prestored and associated with the link. The DNT network may be the Internet (13). In a preferred embodiment the system first investigates the computer platform for hardware and software characteristics, and attaches the determined characteristics to the instance of the IP telephone module to be downloaded. The downloaded module then self-launches and configures, and then launches the associated call. In some embodiments the module disappears after a single call, and thus serves as an instant enabler for IP telephony.

公开(公告)号：EP1064630A4

公开(公告)日：2005-07-13

申请号：EP99905907

申请日：1999-02-10

Applicant: GENESYS TELECOMM LAB INC

Inventor： GISBY DOUGLAS ,  CRONIN PAUL

IPC: H04L29/06 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04Q3/62 ,  G08B5/00 ,  H04M3/50

CPC classification number: H04Q3/62 ,  H04L29/06 ,  H04M3/42323 ,  H04M3/48 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5231 ,  H04M3/5232 ,  H04M3/5235 ,  H04M3/5237 ,  H04M3/5307 ,  H04M7/0006 ,  H04M7/0009 ,  H04M7/12 ,  H04M2201/50 ,  H04M2207/12

Abstract: A communication router receives incoming communications and assigns a priority to each, which are then placed in descending order of priority from the head of the queue, to be routed from the head of the queue to selected destinations (31, 33). The invention is particularly applicable to routing telephone calls in a call center (21). Destinations (31, 33), in the call center agent stations, are selected on a basis of agent availability, and an agent status may be available if the agent is involved in a call of lower priority than a call to be routed. In some embodiments displaced calls may be placed back in the routing queue in order of priority. The invention is applicable to routing a wide variety of communications, such as telephone calls (13), e-mails, video calls, and Internet Protocol (11) calls.

公开(公告)号：EP1157509A4

公开(公告)日：2005-07-06

申请号：EP00908266

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: G06F17/30 ,  G06Q10/00 ,  H04L12/58 ,  H04L25/06 ,  H04L29/06 ,  H04L29/08 ,  H04M3/22 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/56 ,  H04M7/00 ,  H04M3/523

CPC classification number: H04L65/1043 ,  G06F17/30017 ,  G06K13/0825 ,  G06Q10/06 ,  H04L29/06 ,  H04L29/06027 ,  H04L51/00 ,  H04L51/14 ,  H04L51/36 ,  H04L65/1026 ,  H04L65/103 ,  H04L65/1036 ,  H04L65/104 ,  H04L65/1069 ,  H04L65/4007 ,  H04L67/00 ,  H04L67/14 ,  H04L67/22 ,  H04L69/329 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/4938 ,  H04M3/5125 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/56 ,  H04M7/006 ,  H04M2201/38 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/402 ,  H04M2203/404

Abstract: In a multimedia call center (MMCC) an agent work presentation software model (AWPM) (389) may be programmed to an individual agent or group of agents (A-D), and set to launch automatically each time an agent for whom the model is programmed logs onto the operating systems (CINOS) of the MMCC that include an agent-information database server (ADB) (387), a statistical server (395), a routing system (393), a queue monitor system (391), and a system administrator station (381). The AWPM has interfaces for accessing all necessary information to prepare agent work lists, such as agent skills, licenses, authorizations, waiting calls, and waiting work of other sorts, and automatically accesses the needed information and prepares a dynamic work list to an agent for the duration of a work session. Work lists are updated by the pertinent AWPM as each agent accomplishes tasks, and work-in-progress is updated as well. Many other tasks may be done as well, such as statistical updates, agent ratings, alerts, and so on.

Abstract translation: 在多媒体呼叫中心（MMCC）代理的工作演示软件模型（AWPM）可以被编程以个人代理人或代理组，并设置为每次自动启动对他们来说，模型编程登录到操作系统的代理 的MMCC。 该AWPM有访问所有必要的信息来准备代理工作清单，：如代理技能，许可，授权，等待呼叫，并等待其它种类的工作，并自动访问所需的信息接口，并准备一个动态的工作表来为代理 工作会话的持续时间。 工作列表由相关AWPM为每个代理完成任务，工作在进展更新以及更新。 许多其他任务可以完成，以及，：如统计更新，代理等级，警报等。

公开(公告)号：EP1131728A4

公开(公告)日：2005-06-08

申请号：EP99960279

申请日：1999-11-10

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: G06F15/00 ,  G06F17/30 ,  G06Q10/00 ,  H04L29/06 ,  H04L29/08 ,  H04M3/22 ,  H04M3/36 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  H04M3/56 ,  H04M7/12 ,  H04M11/00 ,  G06F13/00

CPC classification number: H04M3/523 ,  G06F17/30017 ,  G06Q10/06 ,  G06Q10/10 ,  H04L29/06 ,  H04L29/06027 ,  H04L67/00 ,  H04L67/14 ,  H04L67/22 ,  H04L69/329 ,  H04M3/2218 ,  H04M3/36 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/4938 ,  H04M3/51 ,  H04M3/5158 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/56 ,  H04M7/12 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/404

Abstract: A campaign module in a multimedia call center (MMCC) has programmable dynamic campaign module (DCM 349) for facilitating and monitoring outbound campaigns. The DCM comprises an interaction-level monitoring function (367) for monitoring interaction level of the MMCC according to programmed criteria, and comparing the real-time level with preset threshold, a search and retrieve function (363) for searching a data repository storing records of interactions and retrieving interaction data for specific interactions according to programmed criteria, a scripting function for selecting agents of the MMCC for participating in a campaign, and for preparing task lists for said agents; and an initiation function for initiating in a campaign and distributing the task lists to the selected agents. During times of interaction level above the preset threshold the DCM searches the data repository, retrieves data, and prepares agent and task lists for a campaign, and when the interaction level falls below the preset threshold, the DCM launches and distributes task lists to agents selected for a campaign.

公开(公告)号：EP1080552A4

公开(公告)日：2005-03-02

申请号：EP99920021

申请日：1999-04-26

Applicant: GENESYS TELECOMM LAB INC

Inventor： KIKINIS DAN

IPC: H04L12/28 ,  H04L12/56 ,  H04M1/253 ,  H04M3/18 ,  H04M7/00 ,  H04W28/04 ,  H04W40/02 ,  H04W40/24 ,  H04W72/04 ,  H04W74/02 ,  H04W88/14 ,  G10L15/20 ,  G10L21/02 ,  H04L25/14

CPC classification number: H04M1/026 ,  H04L65/80 ,  H04M1/2535 ,  H04M3/18 ,  H04M7/006 ,  H04M2201/40 ,  H04M2203/2061 ,  H04M2207/18 ,  H04W8/26 ,  H04W40/02 ,  H04W40/24 ,  H04W74/0825 ,  H04W84/12 ,  H04W88/02 ,  H04W88/08 ,  H04W88/14

Abstract: A data network telephony system (99) includes a router (410) connected to a DNT-capable data network (500) and a wireless transceiver (400) and adapted to operate the transceiver (400) by a two-way narrow-band, multiple-channel, real-time duplex radio protocol, and a plurality of portable computer-enhanced communicator units (100, 200, 300 and 600), including microphone and speaker apparatus (105 and 106), each adapted to communicate with the router (410) by the two-way real-time duplex radio protocol and to process DNT calls.

公开(公告)号：EP1125214A4

公开(公告)日：2004-12-29

申请号：EP99945556

申请日：1999-09-02

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 ,  G06F17/30 ,  G06Q10/06 ,  H04L29/06 ,  H04L29/08 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M11/00 ,  G06F15/00 ,  G06F13/00 ,  H04M3/50

CPC classification number: G06Q10/06 ,  H04L29/06 ,  H04L29/06027 ,  H04L67/00 ,  H04L69/329 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5231 ,  H04M2201/38 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/404

Abstract: A multimedia call center includes facility for storing copies of transactions associated with the call center in a data repository, relating the transactions according to specific criteria, and an interactive interface for a user to access the files from a graphic string of identifiers representing the files, and to play the files, thereby reviewing the actual transactions. In a preferred embodiment text versions of non-text events may be prepared and related to the non-text stored files in a manner that the related text files may also be selected and reviewed by use of the same interactive interface. By data extraction applied to the text files, the text files and the non-text files associated with some text files may be related to one another by relational criteria, and other informational files may also be related to the stored event files.