公开(公告)号：DE69730498D1

公开(公告)日：2004-10-07

申请号：DE69730498

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 ,  H04M3/50

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：CA2309183C

公开(公告)日：2003-08-19

申请号：CA2309183

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 (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：CA2259912C

公开(公告)日：2003-06-24

申请号：CA2259912

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 ,  H04Q3/64

Abstract: An apparatus and method for providing telephony call center services from a central location (102), such as the premises of a telephone service provider , with agents of the call center (104) located remotely from the central location. The apparatus comprises equipment and control allowing a person acting as an agent at the call center site remote from the central location, to dial a pre-assigned number in a telephony switch (152) at the call center site (104) such that the calling agent becomes connected to the switch until the agent disconnects. This connectivity allows the call center services to connect incoming calls to connected agents immediately and reliably, without delay engendered by having to dial up the agent.

公开(公告)号：CA2302674C

公开(公告)日：2003-06-03

申请号：CA2302674

申请日：1998-09-09

Applicant: GENESYS TELECOMM LAB INC

Inventor： NEYMAN IGOR ,  BARSKYY MYHAILO ,  ISSAYEV VALERIY ,  KARPENKO PAUL ,  BONDARENKO OLEG ,  MILOSLAVSKY ALEC ,  PETROV ANDREI ,  OSTAPCHUK YURI ,  DADGAR HAMID ,  LIVSHITS BORIS ,  VOLGUIN ALEXANDER ,  SMELIK ALEX

IPC: H04L12/64 ,  H04M3/00 ,  H04M3/32 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/60 ,  H04M5/00 ,  H04M7/00 ,  H04Q3/58 ,  H04M1/64 ,  H04M15/00

Abstract: A client-server telephone call router system as part of a customer premises system has a client-server router adapted to execute on a telephony switch, such as a public branch exchange (PBX) or other telephony switch, or on a processor connected by CTI link to a telephony switch. The telephony switch or processor executing the router is connected to a local area network (LAN) th at also interconnects computer workstations proximate to telephones connected t o the telephony switch. Client user interface applications run on the computer workstations, allowing clients to edit routing rules for the router, which h as a list of routing rules keyed to users and workstations of the customer premises system. The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation on the LAN his/her own routing rules, and transmit the edits to the client-server router where the rules will be followed to route calls for that user and protocol.

公开(公告)号：CA2309186C

公开(公告)日：2003-02-18

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 including a service control point (SCP) operates with a plurality of workstations each comprising a telephone coupled to the telephony network and a proximate computer station having a video display unit (PC/VDU), the PC/VD O connected to the SCP via a wide range area network (WAN), and a personal router associated with each PC/VDU. The SCP broadcasts data pertaining to the incoming telephone call and a request for a destination to individual ones of the PC/VDUs via the WAN, a nd the personal roofers negotiate a destination based on individual routing rules and the data pertaining to the call. At least one o f the individual routers responds to the SCP with a destination for the call. In some instances the workstations are associated with a call center, and the call center may be CTI-enhanced. Individual routers in this instance may be exectued on a server on a local area network connecting workstations at the call center, the server providing individual routers to workstations in a client-server relationship.

公开(公告)号：AU752797B2

公开(公告)日：2002-10-03

申请号：AU5908099

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

Inventor： SHENKMAN GRIGORY ,  MILOSLAVSKY ALEC

IPC: H04L12/56 ,  H04M3/00 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  H04M7/00 ,  H04Q3/58 ,  H04Q3/72

Abstract: An integrated router (IR) in a call center monitors and controls both a telephony switch receiving and forwarding connection-oriented, switched telephony (COST) calls and a Data Network Telephony (DNT) processor receiving and forwarding DNT calls. The one IR consults a common data repository storing status of agents on both types of calls, and routes all calls according to a single set of rules, which can take a variety of forms. In one embodiment telephones at agent stations are adapted to handle both OST and DNT calls.

公开(公告)号：CA2302674A1

公开(公告)日：1999-03-25

申请号：CA2302674

申请日：1998-09-09

Applicant: GENESYS TELECOMM LAB INC

Inventor： NEYMAN IGOR ,  KARPENKO PAUL ,  BARSKIY MICHAIL ,  ISSAYEV VALERIY ,  MILOSLAVSKY ALEC ,  PETROV ANDREI ,  BONDARENKO OLEG

IPC: H04L12/64 ,  H04M3/00 ,  H04M3/32 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/60 ,  H04M5/00 ,  H04M7/00 ,  H04Q3/58 ,  H04M1/64 ,  H04M15/00

Abstract: A client-server telephone call router system as part of a customer premises system has a client-server router adapted to execute on a telephony switch, such as a public branch exchange (PBX) or other telephony switch, or on a processor connected by CTI link to a telephony switch. The telephony switch or processor executing the router is connected to a local area network (LAN) that also interconnects computer workstations proximate to telephones connected to the telephony switch. Client user interface applications run on the computer workstations, allowing clients to edit routing rules for the router, which has a list of routing rules keyed to users and workstations of the customer premises system. The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation on the LAN his/her own routing rules, and transmit the edits to the client-server router where the rules will be followed to route calls for that user and protocol.

公开(公告)号：CA2302488A1

公开(公告)日：1999-03-25

申请号：CA2302488

申请日：1998-09-09

Applicant: GENESYS TELECOMM LAB INC

Inventor： TUROVSKI OLEG ,  MILOSLAVSKY ALEC ,  NEYMAN IGOR ,  GOECKE JASON ,  DERYUGIN VLADIMIR N ,  TORBA DMITRIY

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

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.