公开(公告)号：WO9950964A3

公开(公告)日：2000-10-12

申请号：PCT/US9904249

申请日：1999-02-25

Applicant: GENESYS TELECOMM LAB INC

Inventor： PICKERING RICHARD B ,  GISBY DOUGLAS

IPC: H04M3/00 ,  H04L12/56 ,  H04M7/00 ,  H04J3/16

CPC classification number: H04M7/0057

Abstract: A system (Fig. 1) for assuring quality of service for Data Network Telephone calls such as Internet Protocol Network Telephony calls (180, 81, 203) has software (SW) for monitoring established DNT calls for adequate bandwidth. If the available bandwidth falls below a threshold, an alternative conventional call (118). Such as a PSTN or ISDN (100) call is made to replace the DNT call. Once the alternative call (118) is established, the original call (180, 181, 203) is ended. After the original call (180, 181, 203) is ended, tests of the DNT path continue and in some cases, if adequate DNT bandwidth becomes available, the call is switched back to DNT (180, 181, 203).

Abstract translation: 用于确保诸如因特网协议网络电话呼叫（180,81,203）的数据网络电话呼叫的服务质量的系统（图1）具有用于监视建立的DNT呼叫以获得足够带宽的软件（SW）。 如果可用带宽下降到阈值以下，则替代常规呼叫（118）。 例如PSTN或ISDN（100）呼叫来代替DNT呼叫。 一旦替代呼叫（118）建立，原始呼叫（180,181,203）结束。 在原始呼叫（180,181,203）结束之后，DNT路径的测试继续进行，并且在某些情况下，如果足够的DNT带宽变得可用，则呼叫被切换回到DNT（180,181,203）。

公开(公告)号：WO9854877A3

公开(公告)日：1999-03-11

申请号：PCT/US9810357

申请日：1998-05-27

Applicant: GENESYS TELECOMM LAB INC

Inventor： GISBY DOUGLAS ,  MILOSLAVSKY ALEC

IPC: H04M7/00 ,  H04L29/08 ,  H04M3/00 ,  H04M3/12 ,  H04M3/36 ,  H04M3/51 ,  H04M3/523 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/12 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/66 ,  H04M

CPC classification number: H04L67/306 ,  H04L65/4007 ,  H04M3/12 ,  H04M3/36 ,  H04M3/367 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5236 ,  H04M3/5237 ,  H04M3/5238 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/00 ,  H04M7/006 ,  H04M7/12 ,  H04M2203/551 ,  H04M2207/12 ,  H04Q3/0029 ,  H04Q3/0045 ,  H04Q3/64 ,  H04Q3/66 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13141 ,  H04Q2213/13145 ,  H04Q2213/13164 ,  H04Q2213/13174 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/13282 ,  H04Q2213/13299 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/1336 ,  H04Q2213/13389

Abstract: A system for rerouting misrouted calls between call centers has multiple call centers (501, 502, 503) all connected by digital link (511, 512, 513) to a central rerouter (510), which maintains a data list of a unique pool of destination numbers assigned to each of the call centers (501, 502, 503). The central rerouter (510) sends rerouted calls to destination numbers in the destination number pool for each call center (501, 502, 503) in a sequential manner such that any destination number in the pool for any call center (501, 502, 503), once used, is not used again until all of the remaining destination numbers in the pool for that call center are used once each. In a preferred embodiment call centers (501, 502, 503) are interconnected by private lines, and rerouted calls are sent over the private lines.

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：EP0985308A4

公开(公告)日：2002-07-31

申请号：EP98924821

申请日：1998-05-27

Applicant: GENESYS TELECOMM LAB INC

Inventor： GISBY DOUGLAS ,  MILOSLAVSKY ALEC

IPC: H04M7/00 ,  H04L29/08 ,  H04M3/00 ,  H04M3/12 ,  H04M3/36 ,  H04M3/51 ,  H04M3/523 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/12 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/66

CPC classification number: H04L67/306 ,  H04L65/4007 ,  H04M3/12 ,  H04M3/36 ,  H04M3/367 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5236 ,  H04M3/5237 ,  H04M3/5238 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/00 ,  H04M7/006 ,  H04M7/12 ,  H04M2203/551 ,  H04M2207/12 ,  H04Q3/0029 ,  H04Q3/0045 ,  H04Q3/64 ,  H04Q3/66 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13141 ,  H04Q2213/13145 ,  H04Q2213/13164 ,  H04Q2213/13174 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/13282 ,  H04Q2213/13299 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/1336 ,  H04Q2213/13389

Abstract: A system for rerouting misrouted calls between call centers has multiple call centers (501, 502, 503) all connected by digital link (511, 512, 513) to a central rerouter (510), which maintains a data list of a unique pool of destination numbers assigned to each of the call centers (501, 502, 503). The central rerouter (510) sends rerouted calls to destination numbers in the destination number pool for each call center (501, 502, 503) in a sequential manner such that any destination number in the pool for any call center (501, 502, 503), once used, is not used again until all of the remaining destination numbers in the pool for that call center are used once each. In a preferred embodiment call centers (501, 502, 503) are interconnected by private lines, and rerouted calls are sent over the private lines.

Abstract translation: 用于在呼叫中心之间重新路由错误呼叫的系统具有全部通过数字链路（511,512,513）连接到中央重路由器（510）的多个呼叫中心（501,502,503），中央重路由器（510）维护唯一的 分配给每个呼叫中​​心（501,502,503）的目的地号码。 中央重路由器（510）以顺序方式将重路由呼叫发送到每个呼叫中​​心（501,502,503）的目的号码池中的目的号码，使得任何呼叫中心（501,502,503）中的任何目的号码 ）一旦使用，则不会再次使用，直到该呼叫中心的池中剩余的所有目的地号码都被使用一次。 在优选实施例中，呼叫中心（501,502,503）通过专用线路互连，并且重新路由的呼叫通过专用线路发送。

公开(公告)号：EP1013066A4

公开(公告)日：2004-07-28

申请号：EP98948164

申请日：1998-09-09

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC ,  GISBY DOUGLAS

IPC: H04L12/64 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/12 ,  H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/66 ,  H04M3/50

CPC classification number: H04L65/4007 ,  H04L12/64 ,  H04L29/06027 ,  H04L67/306 ,  H04L67/327 ,  H04L69/329 ,  H04M3/12 ,  H04M3/36 ,  H04M3/367 ,  H04M3/42323 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5236 ,  H04M3/5237 ,  H04M3/5238 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/00 ,  H04M7/006 ,  H04M7/12 ,  H04M2203/551 ,  H04M2207/12 ,  H04Q3/0029 ,  H04Q3/0045 ,  H04Q3/64 ,  H04Q3/66 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13141 ,  H04Q2213/13164 ,  H04Q2213/13174 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/13389

Abstract: A computerized telephony call center (121) for serving a customer base has a central switch (123) connected to a plurality of telephones (136, 138) at operator workstations (131, 132) and adapted to route the calls to individual ones of the telephones, and also connected to a public switched telephone network (100), and a first processor (223) connected to the central switch (123) by a high-speed data link (212) and to the telephone network by a digital network connection. The first processor (223) is adapted to monitor transactional activity of the central switch (123), to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor (224) over the digital network connection. The digital connections may be a TCP/IP connection. In a preferred embodiment, the first processor is connected by a LAN (301) to network interfaces including a video display unit and input apparatus proximate individual ones of the plurality of telephones connected to the central switch.

公开(公告)号：EP1070399A4

公开(公告)日：2004-04-21

申请号：EP99908531

申请日：1999-02-25

Applicant: GENESYS TELECOMM LAB INC

Inventor： PICKERING RICHARD B ,  GISBY DOUGLAS

IPC: H04M3/00 ,  H04L12/56 ,  H04M7/00 ,  H04J3/16 ,  H04L12/64

CPC classification number: H04M7/0057

Abstract: A system (Fig. 1) for assuring quality of service for Data Network Telephone calls such as Internet Protocol Network Telephony calls (180, 81, 203) has software (SW) for monitoring established DNT calls for adequate bandwidth. If the available bandwidth falls below a threshold, an alternative conventional call (118). Such as a PSTN or ISDN (100) call is made to replace the DNT call. Once the alternative call (118) is established, the original call (180, 181, 203) is ended. After the original call (180, 181, 203) is ended, tests of the DNT path continue and in some cases, if adequate DNT bandwidth becomes available, the call is switched back to DNT (180, 181, 203).

公开(公告)号：AT413059T

公开(公告)日：2008-11-15

申请号：AT03008534

申请日：1998-09-09

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC ,  GISBY DOUGLAS

IPC: H04M7/00 ,  H04L12/64 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/12 ,  H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/12 ,  H04M11/00 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/66

Abstract: An Internet Protocol Network Telephony call-routing system is disclosed comprising a routing-processor (223) adapted for receiving and forwarding calls and a router (342) associated with the routing processor (223) and having different selectable routing protocols associated with different levels of system condition or performance. A system monitor (352) determines system condition and performance, including system degradation and cause of degradation. The router (342) selects a routing protocol based on a change in system condition or performance to a new level, according to the appropriate protocols associated with the new level of system condition or performance, and on a basis of relative insusceptibility to the causes of system degradation.

公开(公告)号：DE69833394D1

公开(公告)日：2006-04-20

申请号：DE69833394

申请日：1998-09-09

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC ,  GISBY DOUGLAS

IPC: H04M3/51 ,  H04L12/64 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/12 ,  H04M3/36 ,  H04M3/42 ,  H04M3/523 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/66

Abstract: An Internet Protocol Network Telephony call-routing system is disclosed comprising a routing-processor (223) adapted for receiving and forwarding calls and a router (342) associated with the routing processor (223) and having different selectable routing protocols associated with different levels of system condition or performance. A system monitor (352) determines system condition and performance, including system degradation and cause of degradation. The router (342) selects a routing protocol based on a change in system condition or performance to a new level, according to the appropriate protocols associated with the new level of system condition or performance, and on a basis of relative insusceptibility to the causes of system degradation.

公开(公告)号：AT318048T

公开(公告)日：2006-03-15

申请号：AT03077712

申请日：1998-09-09

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC ,  GISBY DOUGLAS

IPC: H04L12/64 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/12 ,  H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/66

Abstract: An Internet Protocol Network Telephony call-routing system is disclosed comprising a routing-processor (223) adapted for receiving and forwarding calls and a router (342) associated with the routing processor (223) and having different selectable routing protocols associated with different levels of system condition or performance. A system monitor (352) determines system condition and performance, including system degradation and cause of degradation. The router (342) selects a routing protocol based on a change in system condition or performance to a new level, according to the appropriate protocols associated with the new level of system condition or performance, and on a basis of relative insusceptibility to the causes of system degradation.