公开(公告)号：WO2011097099A3

公开(公告)日：2011-11-10

申请号：PCT/US2011022610

申请日：2011-01-26

Applicant: GENESYS TELECOMM LAB INC ,  RISTOCK HERBERT ,  MEZHIBOVSKY VLADIMIR ,  KOROLEV NIKOLAY

Inventor： RISTOCK HERBERT ,  MEZHIBOVSKY VLADIMIR ,  KOROLEV NIKOLAY

IPC: H04M3/00

CPC classification number: H04M3/5141 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5238 ,  H04M2201/38 ,  H04M2203/408 ,  H04M2242/22

Abstract: A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.

Abstract translation: 呼叫中心系统具有执行来自机器可读介质的软件（SW）的计算机化服务器，启用用于收集关于传入交易的数据的SW的数据收集功能，耦合到数据收集引擎并且能够处理 针对一组业务规则收集的数据，数据处理功能确定各个输入事务的优先级，以及分配功能，用于将由数据处理功能确定的优先级指示分配给代理可访问的一个或多个呈现接口 ，在代理商进行关联交易时或其附近。

公开(公告)号：WO2012174003A3

公开(公告)日：2013-06-20

申请号：PCT/US2012042072

申请日：2012-06-12

Applicant: GENESYS TELECOMM LAB INC ,  MEZHIBOVSKY VLADIMIR ,  KOROLEV NIKOLAY ,  RISTOCK HERBERT

Inventor： MEZHIBOVSKY VLADIMIR ,  KOROLEV NIKOLAY ,  RISTOCK HERBERT

IPC: G06F17/00 ,  G06F15/16

CPC classification number: G06Q10/1095 ,  G06Q10/00 ,  G06Q10/06314 ,  G06Q10/1093 ,  H04L51/046 ,  H04L51/20 ,  H04L65/4007 ,  H04L67/10 ,  H04L67/18

Abstract: A network-connected server for meeting initiation has software executing on the server from a non-transitory physical medium, the software providing a function allowing a user to schedule a meeting and to configure availability conditions, a function for informing scheduled participants of the scheduled meeting, a function for receiving indications of availability for the scheduled meeting from communication appliances associated with scheduled participants, and a function for connecting the communication appliances to communicate when the configured availability conditions are met.

Abstract translation: 用于会议启动的网络连接的服务器具有从非暂时物理介质在服务器上执行的软件，该软件提供允许用户安排会议和配置可用性条件的功能，用于向预定的参与者通知预定的会议 用于从与预定参与者相关联的通信设备接收预定会议的可用性的指示的功能，以及用于在满足配置的可用性条件时连接通信设备进行通信的功能。

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：EP2721512A4

公开(公告)日：2015-03-04

申请号：EP12799920

申请日：2012-06-12

Applicant: GENESYS TELECOMM LAB INC

Inventor： MEZHIBOVSKY VLADIMIR ,  KOROLEV NIKOLAY ,  RISTOCK HERBERT

IPC: G06F17/00 ,  G06F15/16 ,  G06Q10/06 ,  G06Q10/10

CPC classification number: G06Q10/1095 ,  G06Q10/00 ,  G06Q10/06314 ,  G06Q10/1093 ,  H04L51/046 ,  H04L51/20 ,  H04L65/4007 ,  H04L67/10 ,  H04L67/18

Abstract: A network-connected server for meeting initiation has software executing on the server from a non-transitory physical medium, the software providing a function allowing a user to schedule a meeting and to configure availability conditions, a function for informing scheduled participants of the scheduled meeting, a function for receiving indications of availability for the scheduled meeting from communication appliances associated with scheduled participants, and a function for connecting the communication appliances to communicate when the configured availability conditions are met.

Abstract translation: 用于会议启动的网络连接服务器具有从非暂时物理介质在服务器上执行的软件，该软件提供允许用户安排会议和配置可用性条件的功能，用于向预定的参与者通知预定的会议 用于从与被调度参与者相关联的通信设备接收预定会议的可用性的指示的功能，以及用于在满足配置的可用性条件时连接通信设备进行通信的功能。

公开(公告)号：EP2534819A4

公开(公告)日：2013-07-17

申请号：EP11703090

申请日：2011-01-26

Applicant: GENESYS TELECOMM LAB INC

Inventor： RISTOCK HERBERT ,  MEZHIBOVSKY VLADIMIR ,  KOROLEV NIKOLAY

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5141 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5238 ,  H04M2201/38 ,  H04M2203/408 ,  H04M2242/22

Abstract: A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.

Abstract translation: 呼叫中心系统具有从机器可读介质执行软件（SW）的计算机化服务器，用于收集关于传入事务的数据的SW的数据收集功能，数据处理功能，其耦合到数据收集引擎并且能够处理 针对一组业务规则收集的数据，数据处理功能确定进入事务中的各个事务的优先级，以及能够将由数据处理功能确定的优先级指示分发给代理可访问的一个或多个呈现接口的分发功能 在或相近的交易由代理人接受的时间。

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.