公开(公告)号：EP1064630A4

公开(公告)日：2005-07-13

申请号：EP99905907

申请日：1999-02-10

Applicant: GENESYS TELECOMM LAB INC

Inventor： GISBY DOUGLAS ,  CRONIN PAUL

IPC: H04L29/06 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04Q3/62 ,  G08B5/00 ,  H04M3/50

CPC classification number: H04Q3/62 ,  H04L29/06 ,  H04M3/42323 ,  H04M3/48 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5231 ,  H04M3/5232 ,  H04M3/5235 ,  H04M3/5237 ,  H04M3/5307 ,  H04M7/0006 ,  H04M7/0009 ,  H04M7/12 ,  H04M2201/50 ,  H04M2207/12

Abstract: A communication router receives incoming communications and assigns a priority to each, which are then placed in descending order of priority from the head of the queue, to be routed from the head of the queue to selected destinations (31, 33). The invention is particularly applicable to routing telephone calls in a call center (21). Destinations (31, 33), in the call center agent stations, are selected on a basis of agent availability, and an agent status may be available if the agent is involved in a call of lower priority than a call to be routed. In some embodiments displaced calls may be placed back in the routing queue in order of priority. The invention is applicable to routing a wide variety of communications, such as telephone calls (13), e-mails, video calls, and Internet Protocol (11) calls.

公开(公告)号：EP1092313A4

公开(公告)日：2004-12-01

申请号：EP99927340

申请日：1999-06-07

Applicant: GENESYS TELECOMM LAB INC

Inventor： SHTIVELMAN YURI ,  MILOSLAVSKY ALEC ,  BONDARENKO OLEG ,  NEYMAN IGOR ,  GISBY DOUGLAS ,  CRONIN PAUL

IPC: G06Q10/10 ,  H04L12/58 ,  H04L29/06 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M3/533 ,  H04M7/00 ,  H04M7/12 ,  H04N7/14 ,  H04N7/15 ,  H04Q3/66

CPC classification number: G06Q10/107 ,  H04L29/06 ,  H04L51/066 ,  H04L51/14 ,  H04L51/22 ,  H04L51/36 ,  H04M3/42059 ,  H04M3/42093 ,  H04M3/42102 ,  H04M3/42323 ,  H04M3/42365 ,  H04M3/48 ,  H04M3/5158 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5231 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M3/5307 ,  H04M3/5315 ,  H04M3/533 ,  H04M7/0054 ,  H04M7/006 ,  H04M7/12 ,  H04M7/126 ,  H04M2201/18 ,  H04M2201/50 ,  H04M2203/4536 ,  H04M2242/22 ,  H04N7/148 ,  H04N7/15 ,  H04Q3/66 ,  H04Q2213/13034 ,  H04Q2213/13053 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/1315 ,  H04Q2213/13179 ,  H04Q2213/1322 ,  H04Q2213/13248 ,  H04Q2213/1328 ,  H04Q2213/13337 ,  H04Q2213/13349 ,  H04Q2213/13375 ,  H04Q2213/13377 ,  H04Q2213/13389

Abstract: In the figure, a queueing system in a call center (19) is adapted to queue voice mails as well as live telephone calls. In a preferred embodiment the calls include both connection-oriented switched telephony (COST) calls (13) and Data Network Telephony (DNT) calls (12). Callers are enabled to leave voice mails as an alternative to waiting, and records of the voice mails are queued, preferably in the same queue processing the live calls. In some embodiments the call center is enabled to process e-mails, video mails and facsimile messages as well as live calls and voice mail messages, and all types of multimedia communication can be queued in the same queue according to prestored routing rules and priority rules.

公开(公告)号：CA2320989C

公开(公告)日：2001-12-25

申请号：CA2320989

申请日：1999-02-10

Applicant: GENESYS TELECOMM LAB INC

Inventor： CRONIN PAUL ,  GISBY DOUGLAS

IPC: H04L29/06 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04Q3/62 ,  G08B5/00

Abstract: A communication router receives incoming communications and assigns a priori ty to each, which are then placed in descending order of priority from the head of the queue, to be routed from the head of the queue to selected destinatio ns (31, 33). The invention is particularly applicable to routing telephone call s in a call center (21). Destinations (31, 33), in the call center agent stations, are selected on a basis of agent availability, and an agent status may be available if the agent is involved in a call of lower priority than a call to be routed. In some embodiments displaced calls may be placed back in the routing queue in order of priority. The invention is applicable to routi ng a wide variety of communications, such as telephone calls (13), e-mails, vid eo calls, and Internet Protocol (11) calls.

公开(公告)号：AU749023B2

公开(公告)日：2002-06-13

申请号：AU4427299

申请日：1999-06-07

Applicant: GENESYS TELECOMM LAB INC

Inventor： SHTIVELMAN YURI ,  MILOSLAVSKY ALEC ,  BONDARENKO OLEG ,  NEYMAN IGOR ,  GISBY DOUGLAS ,  CRONIN PAUL

IPC: G06Q10/10 ,  H04L12/58 ,  H04L29/06 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M3/533 ,  H04M7/00 ,  H04M7/12 ,  H04N7/14 ,  H04N7/15 ,  H04Q3/66 ,  H04M3/46 ,  H04M3/50 ,  H04Q3/64

Abstract: A queueing system in a call center is adapted to queue voice mails as well as live telephone calls. In a preferred embodiment the calls include both connection-oriented switched telephony (COST) calls and Data Network Telephony (DNT) calls. Callers are enabled to leave voice mail as an alternative to waiting, and records of the voice mails are queued, preferably in the same queue processing the live calls. In some embodiments the call center is enabled to process e-mails, video mails and facsimile messages as well as live calls and voice mail messages, and all types of multimedia communication can be queued in the same queue according to prestored routing rules and priority rules.

公开(公告)号：AU741437B2

公开(公告)日：2001-11-29

申请号：AU2595499

申请日：1999-02-10

Applicant: GENESYS TELECOMM LAB INC

Inventor： GISBY DOUGLAS ,  CRONIN PAUL

IPC: H04L29/06 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04Q3/62 ,  G08B5/00

Abstract: A communication router receives incoming communications and assigns a priority to each, which are then placed in a routing queue in descending order of priority from the head of the queue, to be routed from the head of the queue to selected destinations. The invention is particularly applicable to routing telephone calls in a call center. Destinations, in the call center agent stations arc selected on a basis of agent availability, and an agent status may be available if the agent is involved in a call of lower priority than a call to be routed. In some embodiments displaced calls may be placed back in the routing queue in order of priority. The invention is applicable to routing a wide variety of communications, such a telephone calls, e-mails, video calls, and Internet Protocol calls.

公开(公告)号：CA2334513A1

公开(公告)日：1999-12-16

申请号：CA2334513

申请日：1999-06-07

Applicant: GENESYS TELECOMM LAB INC

Inventor： CRONIN PAUL ,  MILOSLAVSKY ALEC ,  BONDARENKO OLEG ,  NEYMAN IGOR ,  GISBY DOUGLAS ,  SHTIVELMAN YURI

IPC: G06Q10/10 ,  H04L12/58 ,  H04L29/06 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M3/533 ,  H04M7/00 ,  H04M7/12 ,  H04N7/14 ,  H04N7/15 ,  H04Q3/66 ,  H04M3/46 ,  H04M3/50 ,  H04Q3/64

Abstract: In the figure, a queueing system in a call center (19) is adapted to queue voice mails as well as live telephone calls. In a preferred embodiment the calls include both connection-oriented switched telephony (COST) calls (13) and Data Network Telephony (DNT) calls (12). Callers are enabled to leave voice mails as an alternative to waiting, and records of the voice mails are queued, preferably in the same queue processing the live calls. In some embodiments the call center is enabled to process e-mails, video mails and facsimile messages as well as live calls and voice mail messages, and all types of multimedia communication can be queued in the same queue according to prestored routing rules and priority rules.

公开(公告)号：CA2320989A1

公开(公告)日：1999-08-19

申请号：CA2320989

申请日：1999-02-10

Applicant: GENESYS TELECOMM LAB INC

Inventor： GISBY DOUGLAS ,  CRONIN PAUL

IPC: H04L29/06 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04Q3/62 ,  G08B5/00

Abstract: A communication router receives incoming communications and assigns a priori ty to each, which are then placed in descending order of priority from the head of the queue, to be routed from the head of the queue to selected destinatio ns (31, 33). The invention is particularly applicable to routing telephone call s in a call center (21). Destinations (31, 33), in the call center agent stations, are selected on a basis of agent availability, and an agent status may be available if the agent is involved in a call of lower priority than a call to be routed. In some embodiments displaced calls may be placed back in the routing queue in order of priority. The invention is applicable to routi ng a wide variety of communications, such as telephone calls (13), e-mails, vid eo calls, and Internet Protocol (11) calls.