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    METHOD AND SYSTEM FOR INTEGRATING AN INTERACTION MANAGEMENT SYSTEM WITH A BUSINESS RULES MANAGEMENT SYSTEM
    1.
    发明申请
    METHOD AND SYSTEM FOR INTEGRATING AN INTERACTION MANAGEMENT SYSTEM WITH A BUSINESS RULES MANAGEMENT SYSTEM 审中-公开
    将业务管理系统与业务规则管理系统集成的方法和系统

    公开(公告)号：WO2010080323A3

    公开(公告)日：2010-10-14

    申请号：PCT/US2009067441

    申请日：2009-12-10

    Applicant: GENESYS TELECOMM LAB INC ,  ANISIMOV NIKOLAY ,  SCOTT MARK ,  PETROVYKH YEVGENIY

    Inventor： ANISIMOV NIKOLAY ,  SCOTT MARK ,  PETROVYKH YEVGENIY

    IPC: H04M11/00

    CPC classification number: H04M3/5191 ,  G06Q10/067 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M2201/16

    Abstract: In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.

    Abstract translation: 在联络中心中，用于处理通信事件的系统具有用于管理等待被路由的事件的交互服务器，用于路由事件的路由服务器，规则引擎和执行规则调用逻辑并与规则引擎交互的网关服务器。 交互服务器跟踪传入事件，启动并向路由服务器发送路由请求，包括特定的路由对象，对于需要符合业务规则的每个事件，路由服务器执行路由对象，向网关发送执行请求 服务器，其在接收到请求时准备业务对象模型（BOM），其是规则引擎执行适合于事实的规则的一组事实，导致路由服务器路由事件的路由方向。

    METHOD AND APPARATUS FOR INTEGRATING AGENT STATUS BETWEEN A CUSTOMER RELATIONS MANAGEMENT SYSTEM AND A MULTIPLE CHANNEL COMMUNICATIONS CENTER
    2.
    发明申请
    METHOD AND APPARATUS FOR INTEGRATING AGENT STATUS BETWEEN A CUSTOMER RELATIONS MANAGEMENT SYSTEM AND A MULTIPLE CHANNEL COMMUNICATIONS CENTER 审中-公开
    用于整合客户关系管理系统和多个通道通信中心之间的代理状态的方法和装置

    公开(公告)号：WO2006055059A3

    公开(公告)日：2007-01-25

    申请号：PCT/US2005027544

    申请日：2005-08-02

    Applicant: GENESYS TELECOMM LAB INC ,  ANISIMOV NIKOLAY ,  MAKAGON PETR ,  RISTOCK HERBERT WILLI ARTHUR ,  RYABCHUN ANDREI

    Inventor： ANISIMOV NIKOLAY ,  MAKAGON PETR ,  RISTOCK HERBERT WILLI ARTHUR ,  RYABCHUN ANDREI

    IPC: H04M3/00 ,  H04M1/64 ,  H04M11/00

    CPC classification number: H04M3/5183 ,  H04M3/42093 ,  H04M3/42365 ,  H04M3/5125 ,  H04M3/5191

    Abstract: A system (100) for integrating a contact center (110), an agent station (122, 123), and a customer relation management server (128a, 128b) for communication includes a network adapter node (114) having port connection to the contact center (110), the agent station (122, 123), and the customer relation management server (128a, 128b); and one or more dynamic states running on the network adapter mode (114) wherein the one or more states described represent current agent activity and presence attributes according to model. In preferred application the customer relation management server (128a, 128b) is adapted to deliver data and or services or notification of availability thereof to the agent station (122, 123) based on the current state information for one or more events active or in queue for the agent station (122, 123).

    Abstract translation: 用于集成用于通信的联络中心（110），代理站（122,123）和客户关系管理服务器（128a，128b）的系统（100）包括具有到联系人的端口连接的网络适配器节点（114） 中心（110），代理站（122,123）和客户关系管理服务器（128a，128b）; 以及在网络适配器模式（114）上运行的一个或多个动态状态，其中所描述的一个或多个状态根据模型表示当前代理活动和存在属性。 在优选应用中，客户关系管理服务器（128a，128b）适于基于用于一个或多个活动或队列中的事件的当前状态信息向代理站（122,123）传送数据和/或服务或其可用性的通知 用于代理站（122,123）。

    TELEPHONY CALL-CENTER SCRIPTING BY PETRI NET PRINCIPLES AND TECHNIQUES
    3.
    发明申请
    TELEPHONY CALL-CENTER SCRIPTING BY PETRI NET PRINCIPLES AND TECHNIQUES 审中-公开
    PETRI网络原理和技术的电话呼叫中心脚本

    公开(公告)号：WO9945716A2

    公开(公告)日：1999-09-10

    申请号：PCT/US9904248

    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 ,  H04Q

    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.

    Abstract translation: 呼叫中心管理系统包括适于建模呼叫中心行为的图形用户界面（GUI）以及呼叫中心内的对象的行为，作为Petri Net有向图。 一旦开发，Petri Net图可以被编译为用于呼叫中心的CTI管理的软件模块。 在另一方面，组合的Petri网被组装成高级Petri网，并且采用Petri Net引擎来管理呼叫中心。 管理技术和教学概念也扩展到网络管理。

    RANKING WEB VISITORS AND SOLICITING HIGHER RANKED VISITORS TO ENGAGE IN LIVE ASSISTANCE
    4.
    发明申请
    RANKING WEB VISITORS AND SOLICITING HIGHER RANKED VISITORS TO ENGAGE IN LIVE ASSISTANCE 审中-公开
    排名网站访问者和解决高排名的访客参与实际帮助

    公开(公告)号：WO2010080322A3

    公开(公告)日：2010-09-16

    申请号：PCT/US2009067436

    申请日：2009-12-10

    Applicant: GENESYS TELECOMM LAB INC ,  ANISIMOV NIKOLAY ,  SCOTT MARK ,  PETROVYKH YEVGENIY ,  CHANG YI

    Inventor： ANISIMOV NIKOLAY ,  SCOTT MARK ,  PETROVYKH YEVGENIY ,  CHANG YI

    IPC: G06Q30/00

    CPC classification number: G06Q30/02 ,  G06F17/30899

    Abstract: A ranking system ranks visitors to a Web site using one or more instances of machine-readable code executable from a digital medium accessible to a Web server. The code tracks visitor behavior while browsing the web site, and a visitor ranking module resident on the digital medium accepts information documented by the one or more instances of machine readable code and assigns rank values to one or more of the visitors. The ranking module ranks visitors at the Web-site based on logic and rules for interpreting visitor behavior and for applies a value to the visitor in real time based on that interpretation, and values applied at or above a preprogrammed level trigger solicitation of the visitor so ranked to engage in interaction including live assistance.

    Abstract translation: 排名系统使用一个或多个可从Web服务器可访问的数字媒体中执行的机器可读代码实例，将访问者排列到网站。 该代码在浏览网站时跟踪访问者行为，并且驻留在数字媒体上的访问者排名模块接受由机器可读代码的一个或多个实例记录的信息，并将等级值分配给一个或多个访问者。 排名模块根据用于解释访问者行为的逻辑和规则对访问者进行排名，并根据该解释对访问者实时应用值，以及应用于预编程级别或以上的值触发访问者的请求 排名参与互动，包括现场援助。

    METHOD AND SYSTEM FOR INTEGRATING AN INTERACTION MANAGEMENT SYSTEM WITH A BUSINESS RULES MANAGEMENT SYSTEM
    6.
    发明公开
    METHOD AND SYSTEM FOR INTEGRATING AN INTERACTION MANAGEMENT SYSTEM WITH A BUSINESS RULES MANAGEMENT SYSTEM 审中-公开
    方法和系统用于整合交互管理系统与业务规则管理系统

    公开(公告)号：EP2380340A4

    公开(公告)日：2016-08-03

    申请号：EP09801338

    申请日：2009-12-10

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： ANISIMOV NIKOLAY ,  SCOTT MARK ,  PETROVYKH YEVGENIY

    IPC: H04M11/00 ,  G06Q10/06 ,  H04M3/51

    CPC classification number: H04M3/5191 ,  G06Q10/067 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M2201/16

    Abstract: In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.

    Abstract translation: 在联络中心，用于处理通信事件的系统具有用于管理等待路由事件交互服务器，用于路由的事件，规则引擎，以及执行规则调用逻辑和与所述规则引擎交互的网关服务器路由服务器。 交互服务器跟踪传入的事件，创始并发送路由请求路由服务器，包括一个特殊的路由对象，为每个事件确实需要符合商业规则，路由服务器，执行路由对象，发送到执行请求的网关 服务器，该服务器收到请求的准备业务对象模型（BOM），是事实的集合作为规则引擎执行规则适宜的事实，在路由服务器路由事件路由方向而来。

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