公开(公告)号：WO9835509A3

公开(公告)日：1998-11-05

申请号：PCT/US9802923

申请日：1998-02-10

Applicant: GENESYS TELECOMM LAB INC

Inventor： NEYMAN IGOR ,  TORBA DIMITRIY A ,  DERYUGIN VLADIMIR N

IPC: H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04Q

CPC classification number: H04M3/36 ,  H04M3/42323 ,  H04M3/5183 ,  H04M3/5237

Abstract: A system (100) for routing calls has a plurality of call centers (102a, 102b, 102c) and a central controller (106) for managing activity of the plurality of call centers (102a, 102b, 102c), including call loading. The central controller (106) utilizes a method for managing loading based on estimates of loading for call centers (102a, 102b, 102c) in the system (100) for which real time loading information is not available during certain time intervals. The method involves retrieving a previous status of the call center for which real time information is not available, and using that previous status to perform and estimate of current loading for management purposes.

公开(公告)号：EP1016280A4

公开(公告)日：2000-09-20

申请号：EP98948163

申请日：1998-09-09

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC ,  GOECKE JASON ,  DERYUGIN VLADIMIR N ,  TORBA DMITRIY A ,  NEYMAN IGOR ,  TUROVSKI OLEG

IPC: H04M3/42 ,  G06F11/10 ,  G06F11/16 ,  G06F11/267 ,  G06Q10/00 ,  G11B20/18 ,  H04L12/58 ,  H04L29/06 ,  H04M3/36 ,  H04M3/51 ,  H04M3/523 ,  H04M3/527 ,  H04M3/53 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04M11/06 ,  H04N7/14 ,  H04N7/15 ,  H04Q3/00 ,  H04Q3/58 ,  H04Q3/62 ,  H04Q3/72

CPC classification number: H04Q3/62 ,  G06F11/10 ,  G06F11/1008 ,  G06F11/2215 ,  G06Q10/107 ,  G11B20/1833 ,  H04L29/06 ,  H04L51/066 ,  H04L51/12 ,  H04L51/14 ,  H04M3/36 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42323 ,  H04M3/51 ,  H04M3/5125 ,  H04M3/5141 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5237 ,  H04M3/5307 ,  H04M7/00 ,  H04M7/0003 ,  H04M7/0006 ,  H04M7/0009 ,  H04M7/003 ,  H04M7/006 ,  H04M7/12 ,  H04M2201/50 ,  H04M2203/4536 ,  H04M2242/22 ,  H04N7/148 ,  H04N7/15 ,  H04Q3/0029 ,  H04Q3/72 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13141 ,  H04Q2213/13175 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/13299 ,  H04Q2213/13337 ,  H04Q2213/13389 ,  Y10S370/901 ,  Y10S379/90

Abstract: A plurality of aspects (113, 114, 120, 124) and embodiment of unique telephony apparatus and methods are disclosed, including but limited to video routing and conferencing, coordinating telephone calls with data pertaining to the calls, methods for implementing and operating call centers (110), routing calls by statistical modeling, using multiple object states in telephony software systems, and routing of electronic documents.

Abstract translation: 公开了独特的电话装置和方法的多个方面（113,114,120,124）和实施例，其包括但限于视频路由和会议，用与呼叫有关的数据来协调电话呼叫，用于实现和操作呼叫中心的方法 （110），通过统计建模路由呼叫，在电话软件系统中使用多个对象状态以及路由电子文档。

公开(公告)号：CA2302488A1

公开(公告)日：1999-03-25

申请号：CA2302488

申请日：1998-09-09

Applicant: GENESYS TELECOMM LAB INC

Inventor： TUROVSKI OLEG ,  MILOSLAVSKY ALEC ,  NEYMAN IGOR ,  GOECKE JASON ,  DERYUGIN VLADIMIR N ,  TORBA DMITRIY

IPC: H04M3/42 ,  G06F11/10 ,  G06F11/16 ,  G06F11/267 ,  G06Q10/00 ,  G11B20/18 ,  H04L12/58 ,  H04L29/06 ,  H04M3/36 ,  H04M3/51 ,  H04M3/523 ,  H04M3/527 ,  H04M3/53 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04M11/06 ,  H04N7/14 ,  H04N7/15 ,  H04Q3/00 ,  H04Q3/58 ,  H04Q3/62 ,  H04Q3/72

Abstract: A plurality of aspects (113, 114, 120, 124) and embodiment of unique telephony apparatus and methods are disclosed, including but limited to video routing and conferencing, coordinating telephone calls with data pertaining to the calls, methods for implementing and operating call centers (110), routing calls by statistical modeling, using multiple object states in telephony software systems, and routing of electronic documents.

公开(公告)号：AU748636B2

公开(公告)日：2002-06-06

申请号：AU9479298

申请日：1998-09-09

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC ,  GOECKE JASON ,  DERYUGIN VLADIMIR N ,  TORBA DMITRIY A ,  NEYMAN IGOR ,  TUROVSKI OLEG

IPC: H04M3/42 ,  G06F11/10 ,  G06F11/16 ,  G06F11/267 ,  G06Q10/00 ,  G11B20/18 ,  H04L12/58 ,  H04L29/06 ,  H04M3/36 ,  H04M3/51 ,  H04M3/523 ,  H04M3/527 ,  H04M3/53 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04M11/06 ,  H04N7/14 ,  H04N7/15 ,  H04Q3/00 ,  H04Q3/58 ,  H04Q3/62 ,  H04Q3/72

Abstract: There is disclosed a system (6100) for routing an electronic mail (e-mail) to one of a plurality of agents in an Internet Protocol Network Telephony call center. Each of the agents having a specific skill set from a variety of possible skill sets. The system (6100)comprises an e-mail server (6102) adapted to receive an e-mail from a sender, an information extractor (6204) for extracting information from said e-mail, a router (6116), and a database (6114) accessible to the router and storing skill sets of said agents. The router (6116) selects the one of a plurality of agents by matching stored information about the specific skill sets with portions of extracted information from the e-mail.

公开(公告)号：AU6167398A

公开(公告)日：1998-08-26

申请号：AU6167398

申请日：1998-02-10

Applicant: GENESYS TELECOMM LAB INC

Inventor： NEYMAN IGOR ,  TORBA DIMITRIY A ,  DERYUGIN VLADIMIR N

IPC: H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04Q3/00