公开(公告)号：EP1066581A4

公开(公告)日：2004-10-27

申请号：EP99909650

申请日：1999-02-25

Applicant: GENESYS TELECOMM LAB INC

Inventor： KISHINSKY KONSTATIN ,  ANISIMOV NIKOLAY

IPC: G06F19/00 ,  H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04Q3/545 ,  H04Q3/64 ,  G06F9/44 ,  G06F17/50

CPC classification number: H04M3/5183 ,  H04M3/42323 ,  H04M3/5175 ,  H04M2201/42 ,  Y10S379/90

Abstract: A call center management system comprises a graphical user interface (GUI) adapted for modeling call center behavior, and the behavior of objects within a call center, as Petri Net directed graphs. Once developed, the Petri Net graphs can be compiled as software modules for use in CTI management of a call center. In another aspect the composed Petri Nets are assembled into high-level Petri Nets, and a Petri Net engine is employed to manage a call center. Management techniques and concepts taught are extended to network management as well.

公开(公告)号：EP1423795A4

公开(公告)日：2004-10-13

申请号：EP02761182

申请日：2002-07-26

Applicant: GENESYS TELECOMM LAB INC

Inventor： PETROVYKH YEVGENIY

IPC: G06Q10/00 ,  H04L12/24 ,  H04L12/58 ,  H04L29/06 ,  H04L29/08 ,  H04M3/22 ,  H04M3/36 ,  H04M3/51 ,  H04M3/523 ,  H04M7/12 ,  G06F15/16

CPC classification number: H04L12/581 ,  G06Q10/063 ,  G06Q10/107 ,  H04L29/06027 ,  H04L41/18 ,  H04L51/04 ,  H04L63/0281 ,  H04L65/1016 ,  H04L65/4007 ,  H04L67/02 ,  H04L67/04 ,  H04L67/142 ,  H04L67/24 ,  H04L67/327 ,  H04M3/2218 ,  H04M3/36 ,  H04M3/42093 ,  H04M3/42365 ,  H04M3/5141 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5231 ,  H04M3/5238 ,  H04M7/003 ,  H04M7/12 ,  H04M2203/2011 ,  H04M2203/4536 ,  H04Q2213/1305 ,  H04Q2213/13072 ,  H04Q2213/13103 ,  H04Q2213/13164 ,  H04Q2213/13335 ,  H04Q2213/13349

Abstract: A routing system is provided for intelligent routing of instant messages between clients connected to a data network (61) and customer service representatives connected to the network. The system comprises at least one instant message server (15) and at least one intermediate server (25) connected to and addressable on the network, the intermediate server capable of routing and accessible to the instant message server. Clients connecting to the instant message server through instant message software assert a connection link advertised by the instant message server to establish bi-directional communication between the client machine and the intermediate server. In preferred application, the intermediate server interacts with the client for identification of client and client software. The client request is then routed to an appropriate customer service representative running compatible software according to enterprise rules establishing an active instant message connection between the client and the selected customer service representative.

Abstract translation: 提供路由系统用于在连接到数据网络（61）的客户端和连接到网络的客户服务代表之间对即时消息进行智能路由。 该系统包括至少一个即时消息服务器（15）和至少一个连接到网络并且可在网络上寻址的中间服务器（25），该中间服务器能够路由并可由即时消息服务器访问。 通过即时消息软件连接到即时消息服务器的客户端断言由即时消息服务器通告的连接链路，以建立客户端机器和中间服务器之间的双向通信。 在优选应用中，中间服务器与客户端交互以识别客户端和客户端软件。 然后根据建立客户与所选客户服务代表之间的活动即时消息连接的企业规则，将客户请求路由到运行兼容软件的适当客户服务代表。

公开(公告)号：EP1275237A4

公开(公告)日：2004-06-30

申请号：EP01913330

申请日：2001-03-06

Applicant: GENESYS TELECOMM LAB INC

Inventor： GARCIA GUSTOVO MANUEL MARIN DA

IPC: H04M3/42 ,  H04M3/51

CPC classification number: H04M3/5191 ,  H04M3/42042 ,  H04M3/42102 ,  H04M3/5166 ,  H04M2203/306 ,  H04M2242/22 ,  Y10S379/908

Abstract: A system (9) for presenting a recorded message on behalf of an agent receiving a call at an agent station (51) in a call center (15), the agent station (51) having a telephony interface for receiving calls and a personal computer with a video display unit (PC/VDU), has a telephony switching apparatus (27) enhanced by a computer-telephony integration (CTI) processor (31), an Interactive Voice Response (IVR) system executing a voice treatment option (VTO) software, coupled to the telephony switching apparatus (27) and the CTI processor (31); and a data repository (47) having recorded messages stored on behalf of the agent and accessible to the CTI processor (31). The CTI processor (31) routes incoming calls to the telepony interface for the agent, uses data associated with the calls for selecting appropriate recorded messages, and causes, by controlling the IVR, a retrieved recorded message to be played to a caller upon the agent picking up the routed call. The system is useful with both conventional telephone systems (23) anddata network telephony (13), such as over the Internet.

公开(公告)号：EP1302061A4

公开(公告)日：2004-06-16

申请号：EP01930673

申请日：2001-04-23

Applicant: GENESYS TELECOMM LAB INC

Inventor： BEAUVOIS ALEXANDRE

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

CPC classification number: H04M3/5232 ,  H04M3/5183 ,  H04M7/006

Abstract: A fuzzy logic routing system (Fig. 2) used in a telephony environment. The system includes a telephony switch (25) and an IP router (35) to create needs expressions from a caller. A data search is conducted for capabilities of service agents. If a match is found between the needs expressions and the capabilities expressions the system routes the call to the appropriate agent.

公开(公告)号：EP1163769A4

公开(公告)日：2002-06-05

申请号：EP00903284

申请日：2000-01-12

Applicant: GENESYS TELECOMM LAB INC

Inventor： YEGOSHIN LENIOD

IPC: H04L29/06 ,  H04M7/00 ,  H04M15/00 ,  H04L12/66

CPC classification number: H04M7/006 ,  H04L12/50 ,  H04L29/06 ,  H04L29/06027 ,  H04L65/1009 ,  H04L65/103 ,  H04L65/104 ,  H04L65/1069 ,  H04L65/4007 ,  H04M15/00 ,  H04M15/56 ,  H04M2215/202

Abstract: A system for providing and managing IP telephone calls establishes separate and distinct call legs between IP-capable appliances (29, 31) and routers (19, 21, 23) and between routers, and creates calls, changes calls, and manages telephony functions by joining and disjoining calls legs. In some instances one or more call legs disjoined from an active call are maintained as established to be joined later to other call legs to create other active calls. By managing IP calls as separate and distinct legs functions of intelligent, connection-oriented telephony networks may be simulated in IP telephony systems. The management is provided by software running on processors coupled to routers in the IP network.

公开(公告)号：EP2098050A4

公开(公告)日：2012-01-04

申请号：EP07865970

申请日：2007-12-21

Applicant: GENESYS TELECOMM LAB INC

Inventor： RYABCHUN ANDREY ,  MAKAGON PETR ,  RISTOCK HERBERT ,  ANISIMOV NIKOLAY ,  SNEYDERS DAVE ,  PERLMUTTER S MICHAEL

IPC: H04M3/00 ,  H04L12/18 ,  H04L12/58 ,  H04L29/06 ,  H04L29/08

CPC classification number: H04L67/306 ,  H04L51/04 ,  H04M3/5191

公开(公告)号：EP2074772A4

公开(公告)日：2010-05-19

申请号：EP07843884

申请日：2007-10-05

Applicant: GENESYS TELECOMM LAB INC

Inventor： KIKINIS DAN

IPC: H04L12/66

CPC classification number: H04M3/5191 ,  H04M3/523 ,  H04M7/003 ,  H04M7/006 ,  H04M7/1255 ,  H04M2207/203

公开(公告)号：EP1625460A4

公开(公告)日：2007-06-06

申请号：EP03800376

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 for an incoming event into a communications routing system 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.

公开(公告)号：EP1540900A4

公开(公告)日：2005-10-19

申请号：EP03791883

申请日：2003-08-27

Applicant: GENESYS TELECOMM LAB INC

Inventor： PETROVYKH YEVGENIY

IPC: H04L12/24 ,  H04L12/58 ,  H04L29/06 ,  H04L29/08 ,  H04M3/22 ,  H04M3/36 ,  H04M3/51 ,  H04M3/523 ,  H04M7/00 ,  H04M7/12 ,  H04Q3/64

CPC classification number: H04M3/5191 ,  H04L29/06027 ,  H04L41/18 ,  H04L43/06 ,  H04L43/0817 ,  H04L51/00 ,  H04L51/04 ,  H04L63/0281 ,  H04L65/1016 ,  H04L65/4007 ,  H04L67/02 ,  H04L67/04 ,  H04L67/142 ,  H04L67/24 ,  H04M3/2218 ,  H04M3/36 ,  H04M3/42093 ,  H04M3/42365 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5231 ,  H04M3/5232 ,  H04M3/5238 ,  H04M7/003 ,  H04M7/006 ,  H04M7/12 ,  H04M2203/2011 ,  H04M2203/402 ,  H04M2203/4536 ,  H04Q3/64 ,  H04Q2213/1305 ,  H04Q2213/13072 ,  H04Q2213/13103 ,  H04Q2213/13164 ,  H04Q2213/13335 ,  H04Q2213/13349

Abstract: A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a queue has a first interface for accessing information from the queue (1300), a second interface for accessing information from data source about workforce availability and state information (1302), a processing component for processing queue information and workforce information (1303), and a message generation and delivery component for generating a workforce allocation and recommendation based on processing results (1304) and sending the recommendation to a target entity (1305).

Abstract translation: 用于基于队列中表示的事件的需求在通信中心中推荐劳动力资源分配的软件应用具有用于从队列（1300）访问信息的第一接口，用于从数据源访问关于劳动力可用性和状态信息的信息的第二接口 （1302）;处理组件，用于处理队列信息和劳动力信息（1303）;以及消息生成和传送组件，用于基于处理结果生成劳动力分配和推荐（1304）并将所述推荐发送到目标实体（1305） 。

公开(公告)号：EP1114388A4

公开(公告)日：2005-09-21

申请号：EP99937309

申请日：1999-07-26

Applicant: GENESYS TELECOMM LAB INC

Inventor： SHENKMAN GRIGORY

IPC: H04L12/56 ,  H04L12/66 ,  H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M11/00

CPC classification number: H04M3/5191 ,  G06Q30/0204 ,  G06Q30/0255 ,  H04M3/36 ,  H04M3/4211 ,  H04M3/5232 ,  H04M3/5235 ,  H04M2203/551

Abstract: A method for routing transaction requests in a hosted communication network (23) comprises steps for preparing a customer data repository including specific customer data and customer transaction history, receiving a new transaction request (67), identifying the initiator of the transaction request (69), consulting the customer data repository and determining potential profitability of a new transaction based on the transaction request according to the repository information (71), and routing the transaction request to an available resource based on the identified potential profitability (77). To accomplish the method, a router accesses categorized information concerning customer demographics, transaction histories, product preferences and the like, and applies formulas developed to determine a profit potential for each incoming transaction request. In some embodiments, product promotions are included in the process.