公开(公告)号：WO2004063854A3

公开(公告)日：2006-05-26

申请号：PCT/US0341677

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 (119) for an incoming event into a communications routing system (100) 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.

Abstract translation: 用于将来自所考虑的路由目的地池（119）的最佳路由目的地预测用于进入通信路由系统（100）的进入事件的路由选择软件应用具有用于检测所述事件到达路由的检测模块; 至少一个信息收集例程，用于收集和汇编有关被考察目的地的信息; 至少一个报告模块，用于组织和报告所收集的信息; 以及处理模块，用于根据收集的信息计算值，并且基于最佳计算值的隔离来选择最佳路由目的地。 在优选实施例中，每个媒体类型和每个目的地的标量负载信息和与每个目的地的每种类型的媒体至少媒体技能相关的代理技能信息由处理模块处理，处理模块隔离，识别并选择至少最佳路由目的地 。

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：AU2003300117A1

公开(公告)日：2004-08-10

申请号：AU2003300117

申请日：2003-12-31

Applicant: GENESYS TELECOMM LAB INC

Inventor： GOLITSIN VLADIMIR G ,  BARINOV VITALY Y

IPC: G06F20060101 ,  H04M3/00 ,  H04M3/51 ,  H04M3/523 ,  H04M5/00

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：AU2003300117A8

公开(公告)日：2004-08-10

申请号：AU2003300117

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

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.