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    Method and system enabling automated and real-time discovery of skills available to agents and systems in multimedia communication network
    1.
    发明专利
    Method and system enabling automated and real-time discovery of skills available to agents and systems in multimedia communication network 审中-公开
    方法和系统启用自动化和实时发现可用于多媒体通信网络中的代理和系统的技术

    公开(公告)号：JP2005012781A

    公开(公告)日：2005-01-13

    申请号：JP2004150280

    申请日：2004-05-20

    Applicant: Genesys Telecommunications Lab Inc ,  ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド

    Inventor： MCCORD ALAN WAYNE ,  LEONARD COLIN MICHAEL

    IPC: G06Q10/00 ,  G06F7/00 ,  G06F17/00 ,  G06N5/02 ,  H04M3/00 ,  H04M3/51 ,  H04M3/523 ,  G06F17/60

    CPC classification number: H04M3/5233 ,  H04M3/5175 ,  H04M2201/42 ,  H04M2203/551

    Abstract: PROBLEM TO BE SOLVED: To provide a method and a system for enabling automated and real-time discovery of skills which are available to agents and systems in a multimedia communication network. SOLUTION: A system for routing an interaction request, based on skill presence reporting has a routing application for determining the best routing for the interaction request, a data store for storing and then reporting skills data, and an object-oriented interface for presenting skills views including state information of those skills. The system determines any skills requirements of the interaction request to be routed and discovers which skills of considered routing destinations are available at routing, and routes the interaction according to the available skills discovered and matching the skills requirement, the available skills specific to one or to more than one routing destination selected to process the interaction. COPYRIGHT: (C)2005,JPO&NCIPI

    Abstract translation: 要解决的问题：提供一种用于实现对多媒体通信网络中的代理和系统可用的技能的自动化和实时发现的方法和系统。 解决方案：基于技能存在报告来路由交互请求的系统具有用于确定交互请求的最佳路由的路由应用，用于存储并且然后报告技能数据的数据存储器，以及面向对象的接口 提供技能观点，包括这些技能的状态信息。 系统确定要路由的交互请求的任何技能要求，并发现所考虑的路由目的地在路由时可用的技能，并且根据所发现的可用技能来路由交互，并且匹配技能要求，一个或多个特定的可用技能 选择多个路由目的地来处理交互。 版权所有（C）2005，JPO＆NCIPI

    System for distributing vxml capability for making perform with client device
    7.
    发明专利
    System for distributing vxml capability for making perform with client device 有权
    用于通过客户端设备分配VXML能力的系统

    公开(公告)号：JP2006121681A

    公开(公告)日：2006-05-11

    申请号：JP2005294449

    申请日：2005-10-07

    Applicant: Genesys Telecommunications Lab Inc ,  ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド

    Inventor： ANISIMOV NIKOLAY ,  MAKAGON PETR ,  RISTOCK HERBERT WILLI ARTUR ,  RYABCHUN ANDREY ,  PERLMUTTER MICHAEL ,  KIKINIS DAN

    IPC: H04M11/00

    CPC classification number: H04M3/4938 ,  G10L15/30 ,  H04M1/2478 ,  H04M1/72561

    Abstract: PROBLEM TO BE SOLVED: To provide a system for distributing VXML capability in order to execute at a client device.
    SOLUTION: A system for interacting with voice extensible markup language application content includes a content source node, connected to a network for rendering availability of voice extensible markup language content and code; a communications device connected to the network for acquiring at least the code rendered to be available; and a software interface running on the communications device for determining the local existence of at least the acquired code and initializing execution of the code found. At code execution, the content can be reproduced on the communications device, without continuous network connection to the enterprise that is hosting the content.
    COPYRIGHT: (C)2006,JPO&NCIPI

    Abstract translation: 要解决的问题：提供一种用于分发VXML能力以便在客户端设备执行的系统。 解决方案：用于与语音可扩展标记语言应用内容交互的系统包括连接到网络的内容源节点，用于呈现语音可扩展标记语言内容和代码的可用性; 连接到所述网络的通信设备，用于至少获取所呈现的可用代码; 以及在通信设备上运行的用于确定至少所获取的代码的本地存在并初始化所发现的代码的执行的软件接口。 在代码执行中，可以在通信设备上再现内容，而不用连接到正在托管内容的企业的网络连接。 版权所有（C）2006，JPO＆NCIPI

    System for facilitating parallel data transfer from wireless caller into communications center
    8.
    发明专利
    System for facilitating parallel data transfer from wireless caller into communications center 有权
    促进从无线呼叫者进入通信中心的平行数据传输系统

    公开(公告)号：JP2006042321A

    公开(公告)日：2006-02-09

    申请号：JP2005178848

    申请日：2005-06-20

    Applicant: Genesys Telecommunications Lab Inc ,  ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド

    Inventor： PERLMUTTER MICHAEL ,  KIKINIS DAN

    IPC: H04M3/42 ,  H04M3/51 ,  H04M7/00 ,  H04W4/12 ,  H04W88/18

    CPC classification number: H04M3/51 ,  H04M7/0048 ,  H04W4/12 ,  H04W88/184

    Abstract: PROBLEM TO BE SOLVED: To provide a system for identifying callers and interacting with them. SOLUTION: A system for identifying callers and interacting with them has: a telephone switch for receiving and distributing incoming calls; a messaging server for sending or receiving messages and attachments; and, a software routine for identifying wireless callers and for matching them to messages in the messaging server. The system is characterized in that upon receiving a call the system attempts to identify the call to a caller and if the caller is not already known in the system or identified an automated message is generated and sent to the caller asking for the desired information. In one embodiment, the caller sends a message when the call is carried out to optimize identification. COPYRIGHT: (C)2006,JPO&NCIPI

    Abstract translation: 要解决的问题：提供一种识别呼叫者并与之交互的系统。 解决方案：用于识别呼叫者并与他们交互的系统具有：用于接收和分发来电的电话交换机; 用于发送或接收消息和附件的消息传送服务器; 以及用于识别无线呼叫者并将其与消息传递服务器中的消息相匹配的软件例程。 该系统的特征在于，在接收到呼叫时，系统尝试识别对呼叫者的呼叫，并且如果呼叫者在系统中尚未知道或者识别出生成自动消息并发送给呼叫者，询问所需信息。 在一个实施例中，当执行呼叫以优化识别时，呼叫者发送消息。 版权所有（C）2006，JPO＆NCIPI

    Recursive and adaptive interaction management system
    9.
    发明专利
    Recursive and adaptive interaction management system 有权
    自适应交互管理系统

    公开(公告)号：JP2013243778A

    公开(公告)日：2013-12-05

    申请号：JP2013168768

    申请日：2013-08-15

    Applicant: Genesys Telecommunications Lab Inc ,  ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド

    Inventor： BRIAN GALVIN ,  S MICHAEL PERLMUTTER ,  DAVE SNEYDERS

    IPC: H04M3/51

    CPC classification number: G06N5/025 ,  G10L15/26 ,  G10L17/22 ,  G10L25/72 ,  H04M3/5133 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5183 ,  H04M2203/357

    Abstract: PROBLEM TO BE SOLVED: To provide an electronic system for assisting participants of electronic voice communication.SOLUTION: A management system for leading an agent in the medium-specific conversation includes a conversion engine for creating an instance of conversation in progress, as a machine readable text, when the conversation is in the form of an audio medium, a context analysis engine for determining the fact from that text, a rule engine for arguing the rule based on the input of fact, and a presentation engine for presenting the information, that leads an agent in the conversation, to the agent. The context analysis engine passes the fact thus determined to the rule engine which selects a rule based on the fact and argues it to the presentation engine. The presentation engine provides a guidance, updated periodically based on the rule thus argued, to the agent.

    Abstract translation: 要解决的问题：提供一种用于辅助电子语音通信的参与者的电子系统。解决方案：用于引导中型专用对话中的代理的管理系统包括用于创建正在进行的对话的实例的转换引擎，作为机器可读 文本，当对话是音频介质的形式时，用于从该文本确定事实的上下文分析引擎，用于基于事实输入来争论该规则的规则引擎以及用于呈现该信息的呈现引擎，该 在谈话中领导代理人，代理商。 上下文分析引擎将所确定的事实传递给规则引擎，该规则引擎基于该事实选择规则并将其视为呈现引擎。 演示引擎提供指导，根据所论证的规则周期性地更新给代理。

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