公开(公告)号：WO9716014A2

公开(公告)日：1997-05-01

申请号：PCT/US9616919

申请日：1996-10-22

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC ,  GOECKE JASON

IPC: H04L12/58 ,  H04M3/42 ,  H04M3/51 ,  H04M7/00 ,  H04N7/14 ,  H04N7/15 ,  H04M3/50

CPC classification number: H04N7/15 ,  H04M3/42059 ,  H04M3/42323 ,  H04M3/51 ,  H04M7/0033 ,  H04M2242/22 ,  H04N7/148

Abstract: The present invention involves a system for routing video telecommunication calls received by a central exchange to one of a plurality of video stations connected to the exchange. Each video communication channel occupies two voice-quality telephone channels. Video telecommunication calls are initiated by a video device having preassigned telephone numbers. The video device then calls the central exchange. The routing system contains a telephone switch that connects the first incoming telephone channel to a video station. The ANI of the calling video device is recorded. When the second incoming telephone channel of the same video station is received, its ANI is detected. Because the telephone numbers associated with the calling video device are preassigned, the routing system is able to anticipate the second ANI of the channel which carries the video telecommunication. Upon receiving a call having the second ANI, the routing system then connects this call to the same video station.

Abstract translation: 本发明涉及一种用于将由中央交换机接收的视频电信呼叫路由到连接到交换机的多个视频站之一的系统。 每个视频通信信道占用两个语音质量的电话信道。 视频电话呼叫由具有预先分配的电话号码的视频设备发起。 视频设备然后呼叫中央交换机。 该路由系统包含一个将第一个进入的电话信道连接到视频站的电话交换机。 记录呼叫视频设备的ANI。 当接收到同一视频台的第二个进入电话信道时，检测到其ANI。 由于与主叫视频设备相关联的电话号码被预分配，所以路由系统能够预测携带视频电信的信道的第二ANI。 当接收到具有第二ANI的呼叫时，路由系统然后将该呼叫连接到同一个视频站。

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：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：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.