公开(公告)号：EP1410614A4

公开(公告)日：2005-07-06

申请号：EP02756535

申请日：2002-07-19

Applicant: GENESYS TELECOMM LAB INC

Inventor： OSTAPCHUK YURI

IPC: H04M3/51 ,  H04M7/12 ,  H04M5/00

CPC classification number: H04M3/5183 ,  H04M7/12

Abstract: A transaction server system (116) is provided for routing and processing telephony events in a multi-tenant communication center (101). The transaction server system comprises a CTI-enabled rout ing point (114) having transaction server software (119) and multiple venues for receiving and notifying of telephony events according to venue, a plurality of virtual transaction server applications associated one each per venue for disposing of pending telephony events according to established protocols and an intermediary server (110) disposed between and connected to the routing point (114) and to the plurality of virtual transaction applications. The intermediary server (110) maps communication paths between individual ones of the multiple venues of the routing point to individual ones of the virtual transaction applications and wherein each virtual transaction application functions on behalf of at least one tenant of the multi-tenant communication center (101) to process events.

公开(公告)号：EP1163564A4

公开(公告)日：2005-03-16

申请号：EP00913226

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: G06F3/048 ,  G06F12/00 ,  G06F17/27 ,  G06F17/30 ,  G06Q10/06 ,  G06Q10/10 ,  H04L12/24 ,  H04L12/28 ,  H04L12/56 ,  H04L12/58 ,  H04L25/06 ,  H04L29/06 ,  H04L29/08 ,  H04M3/20 ,  H04M3/22 ,  H04M3/36 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  H04M3/56 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  G06F1/00

CPC classification number: H04L67/1097 ,  G06F17/2765 ,  G06F17/30058 ,  G06F17/3061 ,  G06Q10/06 ,  G06Q10/10 ,  G06Q10/107 ,  H04L29/06 ,  H04L29/06027 ,  H04L45/14 ,  H04L51/00 ,  H04L51/04 ,  H04L65/4007 ,  H04L67/00 ,  H04L67/02 ,  H04L67/04 ,  H04L67/14 ,  H04L67/22 ,  H04L67/34 ,  H04L69/329 ,  H04M3/20 ,  H04M3/2218 ,  H04M3/2281 ,  H04M3/36 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/4938 ,  H04M3/51 ,  H04M3/5158 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5231 ,  H04M3/5233 ,  H04M3/5237 ,  H04M3/56 ,  H04M7/006 ,  H04M7/12 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/357 ,  H04M2203/402 ,  H04M2203/404 ,  H04M2203/4536 ,  H04M2207/206 ,  H04W40/02 ,  H04W76/02 ,  H04W84/042

Abstract: In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard is provided for active clients and updated periodically with information related to client transaction history with the MMCC. A connected client is presented by the wizard with a selective media function through which the client may a select a media type for interaction and help, and the MMCC will then re-contact the client through the selected media. The client, for example, may select IP or COST telephony, and the MMCC will place a call to the client to a number or IP address listed for the client, and interactivity will then be through an interactive voice response unit. Help information specific to a client is updated in the client's wizard periodically according to ongoing transaction history with the MMCC. The wizard may also monitor client activity with the wizard and make reports available to various persons.

公开(公告)号：EP1033024A4

公开(公告)日：2004-09-22

申请号：EP98944830

申请日：1998-09-09

Applicant: GENESYS TELECOMM LAB INC

Inventor： BONDARENKO OLEG ,  ISSAYEV VALERIY ,  SHTIVELMAN YURI ,  KIKINIS DAN

IPC: H04L29/06 ,  H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/54 ,  H04M7/00 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/72

CPC classification number: H04M3/51 ,  H04L29/06027 ,  H04L65/1069 ,  H04L65/4007 ,  H04M3/42323 ,  H04M3/5125 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M7/0033 ,  H04M2201/38 ,  H04M2203/6018 ,  H04Q3/0029 ,  H04Q3/64 ,  H04Q3/72 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13092 ,  H04Q2213/13093 ,  H04Q2213/13106 ,  H04Q2213/13107 ,  H04Q2213/13141 ,  H04Q2213/13175 ,  H04Q2213/1322 ,  H04Q2213/13345 ,  H04Q2213/13378 ,  H04Q2213/13389 ,  H04Q2213/13399 ,  H04Q2213/13546

Abstract: A call center system supports remote agent stations (126) through a network (125) by establishing a data link (119, 129) between a computer platform (131) at the remote agent station (126) and a computer-telephony integration (CTI) processor (111) connected to a telephony switch (109) at a call center (101) and switching incoming calls from the call center (101) to a telephone (133) at the remote agent station (126) while sending data pertaining to the calls via the data link (119, 129) to the computer platform (131) at the remote agent station (126) to be displayed.

公开(公告)号：EP1021909A4

公开(公告)日：2004-09-22

申请号：EP98943556

申请日：1998-09-08

Applicant: GENESYS TELECOMM LAB INC

Inventor： SHITVELMAN YURI

IPC: H04M3/00 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00

CPC classification number: H04M7/003 ,  H04M3/42195 ,  H04M3/42323 ,  H04M3/48 ,  H04M3/5158 ,  H04M3/5191 ,  H04M7/0027 ,  H04M7/006 ,  H04M7/12

Abstract: An Internet system for providing call-back services for a subscriber (110) includes a web page having a call-back link to a subscription server (130); a call-back application operating on the subscription server (130) and adapted for accepting input from a browsing person linked to the subscription server (130) by the call-back link; and a call-switching system (140) connected to and responsive to the call-back application on the subscription server (130). In this system the browsing person, upon activating the call-back link, is linked to the call-back application on the subscription server (130) and prompted for input including a call-back number, and the subscription server (130), after accepting the input, directs the call-switching system (140) in establishing a telephony link between the subscriber and the browsing person. In some instances the telephony switch is part of a call-center with connected agents, and agents are assigned to represent selected subscribers. In this instance call-back connection is made between a browsing person and an agent.

公开(公告)号：EP1021905A4

公开(公告)日：2004-09-22

申请号：EP98946926

申请日：1998-09-08

Applicant: GENESYS TELECOMM LAB INC

Inventor： SHTIVELMAN YURI

IPC: H04M3/523 ,  H04M3/00 ,  H04M3/51 ,  H04M3/53 ,  H04M3/533 ,  H04M7/00 ,  H04M11/00

CPC classification number: H04M3/5232 ,  H04M3/5191 ,  H04M3/5307 ,  H04M3/533 ,  H04M7/0027 ,  H04M7/126 ,  H04M2201/18 ,  H04M2201/50

Abstract: A method and apparatus for determining the availability of an agent in a multimedia-capable call center is disclosed. A routine implemented by the call-center determines whether an agent is busy or available (100). If the agent is determined to be busy on a video call (102, 104) or busy on a telephone call (106, 108), an Agent Busy result is returned (116). If the agent is determined not to be busy on either a video call (102, 104) or on a telephone call (106, 108), a determination is made as to whether the number of unanswered mails (e.g., electronic mail (e-mail) messages, voice mail messages, and video messages) for the agent exceeds a preset limit (110, 112). If the number of unanswered mails for the agent is determined to exceed the preset limit (110, 112), the Agent Busy result is returned (116). If the number of unanswered mails for the agent is determined to be equal to or less than the preset limit (110, 112), an Agent Available result is returned (114).

公开(公告)号：EP1290861A4

公开(公告)日：2004-06-16

申请号：EP01920248

申请日：2001-03-07

Applicant: GENESYS TELECOMM LAB INC

Inventor： ANISIMOV NIKOLAY ,  KISHINSKY KONSTATIN ,  KOROLEV NIKOLAY ,  POGOSSIANTS GREGORY ,  SHTIVELMAN YURI ,  ZYARKO VADIM

IPC: H04L29/06 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M7/00 ,  H04M7/12

CPC classification number: H04L29/06 ,  H04M3/42323 ,  H04M3/48 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5231 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M3/5307 ,  H04M7/0033 ,  H04M7/12 ,  H04M2201/50 ,  H04M2207/12

Abstract: A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module (113) for generating numbers to be automatically dialed, a dialing unit (123) for dialing numbers generated, a queue (117) for queuing answered calls, and a stat module for monitoring performance and generating a call generation rate. The system uses an analytical method or a simulation method for determining the call generation rate. In the analytical method, one or more of distribution function of system processes, numerical methods, solving of non-linear equations, or probability techniques is used. In the simulation method, parameters relating to a queing system are estimated in absence of sufficient information by simulating each of the system's processes, predicting behavior of the system on basis of previous experience, and finding optimal point in future to make a next call.

公开(公告)号：EP0954922A4

公开(公告)日：2002-05-29

申请号：EP98903623

申请日：1998-01-20

Applicant: GENESYS TELECOMM LAB INC

Inventor： TUROVSKY 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 ,  H04M3/52

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

Abstract: A method for a reporting application (152, 153) to flexibly report the status of an entity in a call center (100) to a requesting application (152, 153) is provided. The entity could be in one or more states. Examples of an entity are a directory number (217, 218, 219, 223, 224), an agent (230, 231), a group (232, 233), a routing point (214, 215, 216, 221, 222), and an agent place (226, 227, 228). The requesting application (152, 153) sets the priority of these states belonging to the entity by sending a status priority table to the reporting application (152, 153). The reporting application (152, 153) 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 (152, 153). Because different requesting applications (152, 153) could present different priority tables, the reporting application (152, 153) could report different states for the same entity.

公开(公告)号：EP2529317A4

公开(公告)日：2014-12-31

申请号：EP11702736

申请日：2011-01-14

Applicant: GENESYS TELECOMM LAB INC

Inventor： BARNETT JAMES HARMON ,  SCOTT MARK

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

CPC classification number: H04M3/5191 ,  G06F3/048 ,  G06F3/0481 ,  G06F3/0484 ,  G06F3/04842 ,  G06Q10/08 ,  G06Q10/10 ,  H04L67/02 ,  H04L67/10 ,  H04M3/5175 ,  H04M3/523 ,  H04M3/5232 ,  H04M7/003 ,  H04M7/0036 ,  H04M2201/38 ,  H04M2203/2011 ,  H04M2203/252

Abstract: A communication transaction management system has a computerized appliance executing software from a digital medium for a particular enterprise, a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents, and a monitoring function for determining behavior of the persons associated with individual transactions on hold relative to an interactive presentation. Individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function.

Abstract translation: 通信事务管理系统具有计算机化的设备，用于从特定企业的数字媒体执行软件，软件跟踪接收由相关人员发起的交易的保持功能，以及选择用于连接到现场代理的单独交易，以及用于确定的监视功能 与交互式演示文稿相关的个人交易相关人员的行为。 至少部分取决于监视功能确定的行为，保留的个别事务优先于连接到实时代理。

公开(公告)号：EP2238740A4

公开(公告)日：2012-10-03

申请号：EP08867071

申请日：2008-12-23

Applicant: GENESYS TELECOMM LAB INC

Inventor： KIKINIS DAN ,  MAKAGON PETR ,  RISTOCK HERBERT WILLI ARTUR

IPC: H04M3/51

CPC classification number: H04M3/5125 ,  G06Q10/0631 ,  G06Q10/06311 ,  G06Q10/063112 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233

Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.

Abstract translation: 一个或多个工作人员组织和激活一个服务于联络中心业务的系统包括一个或多个组可以接受组织注册数据，发布联络中心业务和使组织能够订阅接收业务的接口; 用于存储订阅组的注册数据的数据存储库; 以及用于指定用于事件路由到组的路由策略的路由服务器。 该系统的特征在于，可以在联络中心业务活动期间激活一个或多个工作组，以根据需要执行服务。

公开(公告)号：EP1133677A4

公开(公告)日：2007-05-02

申请号：EP99971602

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: G06F9/44 ,  G06F3/048 ,  G06F9/46 ,  G06F9/48 ,  G06F9/50 ,  G06F12/00 ,  G06F17/30 ,  G06Q30/00 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M11/00

CPC classification number: H04L67/36 ,  G06F9/45512 ,  G06F17/30017 ,  G06Q10/06 ,  G06Q10/0631 ,  G06Q10/06316 ,  G06Q30/06 ,  H04L29/06 ,  H04L29/06027 ,  H04L65/1026 ,  H04L65/103 ,  H04L65/1036 ,  H04L65/104 ,  H04L65/1043 ,  H04L65/1069 ,  H04L65/4007 ,  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: In an operating system (OS) for a multimedia communication center (MMCC) (17), an interactive process module (IPM) (287) for accomplishing a process has a plurality of code sets, each adapted to completion of a specific task (289) in the overall process, an input interface for providing one or more inputs to the IPM (287), and an output function for returning a result (295, 297). The plurality of code sets are related by pre-requisite status, creating a required order of progression for the process, the process is initiated after being called by the OS and receiving required inputs, the IPM (287) is adapted to interface with other OS modules for accessing and providing data, and upon completion of the last task the IPM (287) returns the result (295, 297). In one embodiment the IPM (287) is represented by an interactive GANT chart. In a preferred embodiment a tool kit is provided for a programmer to create such IPMs (287) to perform business processes. IPMs thus created may be displayed and edited as object models.