公开(公告)号：WO9945716A2

公开(公告)日：1999-09-10

申请号：PCT/US9904248

申请日：1999-02-25

Applicant: GENESYS TELECOMM LAB INC

Inventor： KISHINSKY KONSTATIN ,  ANISIMOV NIKOLAY

IPC: G06F19/00 ,  H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04Q3/545 ,  H04Q3/64 ,  H04Q

CPC classification number: H04M3/5183 ,  H04M3/42323 ,  H04M3/5175 ,  H04M2201/42 ,  Y10S379/90

Abstract: A call center management system comprises a graphical user interface (GUI) adapted for modeling call center behavior, and the behavior of objects within a call center, as Petri Net directed graphs. Once developed, the Petri Net graphs can be compiled as software modules for use in CTI management of a call center. In another aspect the composed Petri Nets are assembled into high-level Petri Nets, and a Petri Net engine is employed to manage a call center. Management techniques and concepts taught are extended to network management as well.

Abstract translation: 呼叫中心管理系统包括适于建模呼叫中心行为的图形用户界面（GUI）以及呼叫中心内的对象的行为，作为Petri Net有向图。 一旦开发，Petri Net图可以被编译为用于呼叫中心的CTI管理的软件模块。 在另一方面，组合的Petri网被组装成高级Petri网，并且采用Petri Net引擎来管理呼叫中心。 管理技术和教学概念也扩展到网络管理。

公开(公告)号：EP1066581A4

公开(公告)日：2004-10-27

申请号：EP99909650

申请日：1999-02-25

Applicant: GENESYS TELECOMM LAB INC

Inventor： KISHINSKY KONSTATIN ,  ANISIMOV NIKOLAY

IPC: G06F19/00 ,  H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04Q3/545 ,  H04Q3/64 ,  G06F9/44 ,  G06F17/50

CPC classification number: H04M3/5183 ,  H04M3/42323 ,  H04M3/5175 ,  H04M2201/42 ,  Y10S379/90

Abstract: A call center management system comprises a graphical user interface (GUI) adapted for modeling call center behavior, and the behavior of objects within a call center, as Petri Net directed graphs. Once developed, the Petri Net graphs can be compiled as software modules for use in CTI management of a call center. In another aspect the composed Petri Nets are assembled into high-level Petri Nets, and a Petri Net engine is employed to manage a call center. Management techniques and concepts taught are extended to network management as well.

公开(公告)号：EP1290861A4

公开(公告)日：2004-06-16

申请号：EP01920248

申请日：2001-03-07

Applicant: GENESYS TELECOMM LAB INC

Inventor： ANISIMOV NIKOLAY ,  KISHINSKY KONSTATIN ,  KOROLEV NIKOLAY ,  POGOSSIANTS GREGORY ,  SHTIVELMAN YURI ,  ZYARKO VADIM

IPC: H04L29/06 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M7/00 ,  H04M7/12

CPC classification number: H04L29/06 ,  H04M3/42323 ,  H04M3/48 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5231 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M3/5307 ,  H04M7/0033 ,  H04M7/12 ,  H04M2201/50 ,  H04M2207/12

Abstract: A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module (113) for generating numbers to be automatically dialed, a dialing unit (123) for dialing numbers generated, a queue (117) for queuing answered calls, and a stat module for monitoring performance and generating a call generation rate. The system uses an analytical method or a simulation method for determining the call generation rate. In the analytical method, one or more of distribution function of system processes, numerical methods, solving of non-linear equations, or probability techniques is used. In the simulation method, parameters relating to a queing system are estimated in absence of sufficient information by simulating each of the system's processes, predicting behavior of the system on basis of previous experience, and finding optimal point in future to make a next call.

公开(公告)号：AU743964B2

公开(公告)日：2002-02-14

申请号：AU2880999

申请日：1999-02-25

Applicant: GENESYS TELECOMM LAB INC

Inventor： KISHINSKY KONSTATIN ,  ANISIMOV NIKOLAY

IPC: G06F19/00 ,  H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04Q3/545 ,  H04Q3/64

Abstract: A call center management system comprises a graphical user interface (GUI) adapted for modeling call center behavior, and the behavior of objects within a call center, as Petri Net directed graphs. Once developed, the Petri Net graphs can be compiled as software modules for use in CTI management of a call center. In another aspect the composed Petri Nets are assembled into high-level Petri Nets, and a Petri Net engine is employed to manage a call center. Management techniques and concepts taught are extended to network management as well.

公开(公告)号：CA2320945C

公开(公告)日：2002-11-26

申请号：CA2320945

申请日：1999-02-25

Applicant: GENESYS TELECOMM LAB INC

Inventor： KISHINSKY KONSTATIN ,  ANISIMOV NIKOLAY

IPC: G06F19/00 ,  H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04Q3/545 ,  H04Q3/64 ,  G06F9/45

Abstract: A call center management system comprises a graphical user interface (GUI) adapted for modeling call center behavior, and the behavior of objects within a call center, as Petri Net directed graphs. Once developed, the Petri Net graphs can be compiled as software modules for use in CTI management of a call center. In another aspect the composed Petri Nets are assembled into high-level Petri Nets, and a Petri Net engine is employed to manage a call center. Management techniques and concepts taught are extended to network management as well.

公开(公告)号：CA2320945A1

公开(公告)日：1999-09-10

申请号：CA2320945

申请日：1999-02-25

Applicant: GENESYS TELECOMM LAB INC

Inventor： KISHINSKY KONSTATIN ,  ANISIMOV NIKOLAY

IPC: G06F19/00 ,  H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04Q3/545 ,  H04Q3/64

Abstract: A call center management system comprises a graphical user interface (GUI) adapted for modeling call center behavior, and the behavior of objects within a call center, as Petri Net directed graphs. Once developed, the Petri Net graphs can be compiled as software modules for use in CTI management of a call center. In another aspect the composed Petri Nets are assembled into high-level Petri Nets, and a Petri Net engine is employed to manage a call center. Management techniques and concepts taught are extended to network management as well.

公开(公告)号：AU4732501A

公开(公告)日：2001-10-30

申请号：AU4732501

申请日：2001-03-07

Applicant: GENESYS TELECOMM LAB INC

Inventor： ANISIMOV NIKOLAY ,  KISHINSKY KONSTATIN ,  KOROLEV NIKOLAY ,  POGOSSIANTS GREGORY ,  SHTIVELMAN YURI ,  ZYARKO VADIM

IPC: H04L29/06 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M7/00 ,  H04M7/12 ,  H04M3/00

Abstract: A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module for generating numbers to be automatically dialed, a dialing unit for dialing numbers generated, a queue for queing answered calls, and a stat module for monitoring performance and generating a call generation rate. The system uses an analytical method in one embodiment for determining the call generation rate, wherein the method uses one or more of distribution function of system processes, numerical methods, solving of non-linear equations, or probability techniques. In another embodiment the system accomplishes the same purpose using a simulation method for determining the call generation rate, wherein parameters relating to a queing system are estimated in absence of sufficient information by simulating each of the system's processes, predicting behavior of the system on basis of previous experience, and finding optimal point in future to make a next call.