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1.发明授权Virtualized computer telephony integrated link for enhanced functionality in call centers 有权虚拟化的计算机电话集成链路，用于呼叫中心的增强功能公开(公告)号：US6434231B2
公开(公告)日：2002-08-13
申请号：US47812600
申请日：2000-01-05
Applicant: GENESYS TELECOMM LAB INC
Inventor： NEYMAN IGOR , BARSKYY MYHAILO , MILOSLAVSKY ALEC , BONDARENKO OLEG , ISSAYEV VALERIY , PETROV ANDREI , KARPENKO PAVEL
IPC: H04L12/64 , H04M3/00 , H04M3/32 , H04M3/42 , H04M3/51 , H04M3/523 , H04M3/60 , H04M5/00 , H04M7/00 , H04Q3/58
CPC classification number: H04M7/00 , H04M3/323 , H04M3/42042 , H04M3/42059 , H04M3/42102 , H04M3/42127 , H04M3/42153 , H04M3/42161 , H04M3/42221 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5235 , H04M7/006 , H04M2201/40 , H04M2201/42 , H04M2203/408 , H04M2242/22
Abstract: A telephony call center has agent workstations having telephones connected to station-side ports of a telephone switching apparatus adapted to receive and switch conventional telephone calls to the telephones, and also computer platforms connected on a local area network (LAN). A processor also connected on the LAN has a wide area network (WAN) port and is adapted to receive and distribute computer-simulated telephone calls from the WAN to computer platforms at the agent stations. At individual agent stations the telephone and computer platform is connected by a Telephone Application Programming Interface (TAPI)-compliant bridge. Status of calls of both types at agent workstations is communicated to a network-level router by the processor having a WAN connection, which may also receive computer-simulated calls. The router may then make routing decisions based on agent status relative to both kinds of calls.
Abstract translation: 电话呼叫中心具有代理工作站，其具有连接到适于接收和切换到电话的常规电话呼叫的电话交换设备的站侧端口的电话以及连接在局域网（LAN）上的计算机平台。 还连接在LAN上的处理器具有广域网（WAN）端口，并且适于接收并分发来自WAN的计算机模拟电话呼叫到代理站处的计算机平台。 在个别代理站，电话和计算机平台通过电话应用编程接口（TAPI）兼容的桥连接。 代理工作站上两种类型的呼叫的状态由具有WAN连接的处理器传送到网络级路由器，WAN连接也可以接收计算机模拟的呼叫。 路由器然后可以基于代理状态相对于两种呼叫进行路由决定。
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公开(公告)号：EP1033024A4
公开(公告)日：2004-09-22
申请号：EP98944830
申请日：1998-09-09
Applicant: GENESYS TELECOMM LAB INC
Inventor： BONDARENKO OLEG , ISSAYEV VALERIY , SHTIVELMAN YURI , KIKINIS DAN
IPC: H04L29/06 , H04M3/00 , H04M3/42 , H04M3/51 , H04M3/523 , H04M3/54 , H04M7/00 , H04Q3/00 , H04Q3/64 , H04Q3/72
CPC classification number: H04M3/51 , H04L29/06027 , H04L65/1069 , H04L65/4007 , H04M3/42323 , H04M3/5125 , H04M3/5158 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M7/0033 , H04M2201/38 , H04M2203/6018 , H04Q3/0029 , H04Q3/64 , H04Q3/72 , H04Q2213/13072 , H04Q2213/13091 , H04Q2213/13092 , H04Q2213/13093 , H04Q2213/13106 , H04Q2213/13107 , H04Q2213/13141 , H04Q2213/13175 , H04Q2213/1322 , H04Q2213/13345 , H04Q2213/13378 , H04Q2213/13389 , H04Q2213/13399 , H04Q2213/13546
Abstract: A call center system supports remote agent stations (126) through a network (125) by establishing a data link (119, 129) between a computer platform (131) at the remote agent station (126) and a computer-telephony integration (CTI) processor (111) connected to a telephony switch (109) at a call center (101) and switching incoming calls from the call center (101) to a telephone (133) at the remote agent station (126) while sending data pertaining to the calls via the data link (119, 129) to the computer platform (131) at the remote agent station (126) to be displayed.
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公开(公告)号：EP1013054A4
公开(公告)日：2004-09-22
申请号：EP98946907
申请日：1998-09-09
Applicant: GENESYS TELECOMM LAB INC
Inventor： NEYMAN IGOR , BARSKIY MICHAIL , MILOSLAVSKY ALEC , BONDARENKO OLEG , ISSAYEV VALERIY , PETROV ANDREI , KARPENKO PAUL
IPC: H04L12/64 , H04M3/00 , H04M3/32 , H04M3/42 , H04M3/51 , H04M3/523 , H04M3/60 , H04M5/00 , H04M7/00 , H04Q3/58
CPC classification number: H04M7/006 , H04M1/2473 , H04M3/323 , H04M3/42042 , H04M3/42059 , H04M3/42102 , H04M3/42127 , H04M3/42153 , H04M3/42161 , H04M3/42221 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5235 , H04M7/00 , H04M2201/40 , H04M2201/42 , H04M2203/408 , H04M2242/22
Abstract: A client-server telephone call router system as part of a customer premises system has a client-server router adapted to execute on a telephony switch, such as a public branch exchange (PBX) or other telephony switch, or on a processor connected by CTI link to a telephony switch. The telephony switch or processor executing the router is connected to a local area network (LAN) that also interconnects computer workstations proximate to telephones connected to the telephony switch. Client user interface applications run on the computer workstations, allowing clients to edit routing rules for the router, which has a list of routing rules keyed to users and workstations of the customer premises system. The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation on the LAN his/her own routing rules, and transmit the edits to the client-server router where the rules will be followed to route calls for that user and protocol.
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公开(公告)号：AU743217B2
公开(公告)日：2002-01-24
申请号：AU9228098
申请日：1998-09-09
Applicant: GENESYS TELECOMM LAB INC
Inventor： BONDARENKO OLEG , ISSAYEV VALERIY , SHTIVELMAN YURI , KIKINIS DAN
IPC: H04L29/06 , H04M3/00 , H04M3/42 , H04M3/51 , H04M3/523 , H04M3/54 , H04M7/00 , H04Q3/00 , H04Q3/64 , H04Q3/72
Abstract: A call center system supports remote agent stations through a network by establishing a data link between a computer platform at the remote agent station and a CTI-processor connected to a telephony switch at the call center, and switching incoming calls from the call center to a telephone at the remote agent station while sending data pertaining to the calls via the data link to the computer platform at the remote agent station to be displayed. Data pertaining to calls is retrieved from a data base at the call center and sent via the data link to be displayed on a video display at the remote agent station. The data can include scripts for an agent at the remote station. Call center services are supported by cooperation between software at the CTI processor and the computer platform at the remote station. In one embodiment the data link, once established, is kept open while calls continue to be switched to the remote station. In another, after an initial log in, dial up is done from the remote station upon detecting calls from the call center by a TAPI compliant device, and a reduced log in is performed at the CTI processor to save time. In a third alternative, the CTI processor, via a modem bank adapted for dialing, establishes the data connection each time a call is switched from the call center to the remote station. A plurality of remote stations may be thus supported.
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公开(公告)号：CA2302678A1
公开(公告)日：1999-04-08
申请号：CA2302678
申请日：1998-09-09
Applicant: GENESYS TELECOMM LAB INC
Inventor： BONDARENKO OLEG , ISSAYEV VALERIY , KIKINIS DAN , SHTIVELMAN YURI
IPC: H04L29/06 , H04M3/00 , H04M3/42 , H04M3/51 , H04M3/523 , H04M3/54 , H04M7/00 , H04Q3/00 , H04Q3/64 , H04Q3/72
Abstract: A call center system supports remote agent stations (126) through a network (125) by establishing a data link (119, 129) between a computer platform (131) at the remote agent station (126) and a computer-telephony integration (CTI) processor (111) connected to a telephony switch (109) at a call center (101) and switching incoming calls from the call center (101) to a telephone (133) at the remote agent station (126) while sending data pertaining to the calls via the data link (119, 129) to the computer platform (131) at the remote agent station (126) to be displayed.
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Patent Agency Ranking
公开(公告)号：AT424090T
公开(公告)日：2009-03-15
申请号：AT98946907
申请日：1998-09-09
Applicant: GENESYS TELECOMM LAB INC
Inventor： NEYMAN IGOR , BARSKIY MICHAIL , MILOSLAVSKY ALEC , BONDARENKO OLEG , ISSAYEV VALERIY , PETROV ANDREI , KARPENKO PAUL
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公开(公告)号：AU736449B2
公开(公告)日：2001-07-26
申请号：AU9381998
申请日：1998-09-09
Applicant: GENESYS TELECOMM LAB INC
Inventor： NEYMAN IGOR , BARSKIY MICHAIL , MILOSLAVSKY ALEC , BONDARENKO OLEG , ISSAYEV VALERIY , PETROV ANDREI , KARPENKO PAUL
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公开(公告)号：CA2302678C
公开(公告)日：2003-07-22
申请号：CA2302678
申请日：1998-09-09
Applicant: GENESYS TELECOMM LAB INC
Inventor： KIKINIS DAN , SHTIVELMAN YURI , ISSAYEV VALERIY , BONDARENKO OLEG
IPC: H04L29/06 , H04M3/00 , H04M3/42 , H04M3/51 , H04M3/523 , H04M3/54 , H04M7/00 , H04Q3/00 , H04Q3/64 , H04Q3/72
Abstract: A call center system supports remote agent stations (126) through a network (125) by establishing a data link (119, 129) between a computer platform (131) at the remote agent station (126) and a computer- telephony integration (CTI) processor (111) connected to a telephony switch (109) at a call center (101) and switching incoming calls from the call center (101) to a telephone (133) at the remote agent station (126) while sending data pertaining to the calls via the data link (119, 129) to the computer platform (131) at the remote agent station (126) to be displayed.
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公开(公告)号：AU7099298A
公开(公告)日：1998-10-22
申请号：AU7099298
申请日：1998-03-31
Applicant: GENESYS TELECOMM LAB INC
Inventor： BONDARENKO OLEG , NEYMAN IGOR , PETROV ANDREI , KARPENKO PAUL , ISSAYEV VALERIY
Abstract: An agent station for a call-in center has a telephone for an agent's use connected by a communication link with a computer workstation adpated for monitoring transaction and status for the telephone and calls received on the telephone. In a preferred embodiment the computer workstation is connected on a local area network (LAN) to a processor running and instance of a telephony server (T-Server) application, and the computer workstation reports telephone transaction and status data to the T-Server, which uses the data to effect call routing at a remote telephony switch. In some embodiments the computer workstations are personal computers (PCs) and the communication link between telephones and PCs is a PC-compatible serial data link.
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公开(公告)号：DE69840598D1
公开(公告)日：2009-04-09
申请号：DE69840598
申请日：1998-09-09
Applicant: GENESYS TELECOMM LAB INC
Inventor： NEYMAN IGOR , BARSKIY MICHAIL , MILOSLAVSKY ALEC , BONDARENKO OLEG , ISSAYEV VALERIY , PETROV ANDREI , KARPENKO PAUL
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