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    METHOD AND APPARATUS FOR INTEGRATING AGENT STATUS BETWEEN A CUSTOMER RELATIONS MANAGEMENT SYSTEM AND A MULTIPLE CHANNEL COMMUNICATIONS CENTER
    1.
    发明申请
    METHOD AND APPARATUS FOR INTEGRATING AGENT STATUS BETWEEN A CUSTOMER RELATIONS MANAGEMENT SYSTEM AND A MULTIPLE CHANNEL COMMUNICATIONS CENTER 审中-公开
    用于整合客户关系管理系统和多个通道通信中心之间的代理状态的方法和装置

    公开(公告)号：WO2006055059A3

    公开(公告)日：2007-01-25

    申请号：PCT/US2005027544

    申请日：2005-08-02

    Applicant: GENESYS TELECOMM LAB INC ,  ANISIMOV NIKOLAY ,  MAKAGON PETR ,  RISTOCK HERBERT WILLI ARTHUR ,  RYABCHUN ANDREI

    Inventor： ANISIMOV NIKOLAY ,  MAKAGON PETR ,  RISTOCK HERBERT WILLI ARTHUR ,  RYABCHUN ANDREI

    IPC: H04M3/00 ,  H04M1/64 ,  H04M11/00

    CPC classification number: H04M3/5183 ,  H04M3/42093 ,  H04M3/42365 ,  H04M3/5125 ,  H04M3/5191

    Abstract: A system (100) for integrating a contact center (110), an agent station (122, 123), and a customer relation management server (128a, 128b) for communication includes a network adapter node (114) having port connection to the contact center (110), the agent station (122, 123), and the customer relation management server (128a, 128b); and one or more dynamic states running on the network adapter mode (114) wherein the one or more states described represent current agent activity and presence attributes according to model. In preferred application the customer relation management server (128a, 128b) is adapted to deliver data and or services or notification of availability thereof to the agent station (122, 123) based on the current state information for one or more events active or in queue for the agent station (122, 123).

    Abstract translation: 用于集成用于通信的联络中心（110），代理站（122,123）和客户关系管理服务器（128a，128b）的系统（100）包括具有到联系人的端口连接的网络适配器节点（114） 中心（110），代理站（122,123）和客户关系管理服务器（128a，128b）; 以及在网络适配器模式（114）上运行的一个或多个动态状态，其中所描述的一个或多个状态根据模型表示当前代理活动和存在属性。 在优选应用中，客户关系管理服务器（128a，128b）适于基于用于一个或多个活动或队列中的事件的当前状态信息向代理站（122,123）传送数据和/或服务或其可用性的通知 用于代理站（122,123）。

    SYSTEM FOR FACILITATING LOOSELY CONFIGURED SERVICE WORKER GROUPS IN A DYNAMIC CALL CENTER ENVIRONMENT
    6.
    发明公开
    SYSTEM FOR FACILITATING LOOSELY CONFIGURED SERVICE WORKER GROUPS IN A DYNAMIC CALL CENTER ENVIRONMENT 审中-公开
    系统FÜRLOSE KONFIGURIERTE DIENSTARBEITERGRUPPEN IN EINER DYNAMISCHEN CALLCENTERUMGEBUNG

    公开(公告)号：EP2238740A4

    公开(公告)日：2012-10-03

    申请号：EP08867071

    申请日：2008-12-23

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： KIKINIS DAN ,  MAKAGON PETR ,  RISTOCK HERBERT WILLI ARTUR

    IPC: H04M3/51

    CPC classification number: H04M3/5125 ,  G06Q10/0631 ,  G06Q10/06311 ,  G06Q10/063112 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233

    Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.

    Abstract translation: 一个或多个工作人员组织和激活一个服务于联络中心业务的系统包括一个或多个组可以接受组织注册数据，发布联络中心业务和使组织能够订阅接收业务的接口; 用于存储订阅组的注册数据的数据存储库; 以及用于指定用于事件路由到组的路由策略的路由服务器。 该系统的特征在于，可以在联络中心业务活动期间激活一个或多个工作组，以根据需要执行服务。

    7.
    发明专利
    未知

    公开(公告)号：DE602005020230D1

    公开(公告)日：2010-05-12

    申请号：DE602005020230

    申请日：2005-09-16

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： ANISIMOV NIKOLAY ,  MAKAGON PETR ,  RISTOCK HERBERT WILLI ARTHUR ,  RYABCHUN ANDREY ,  PERLMUTTER MICHAEL S ,  KIKINIS DAN

    IPC: H04M3/493 ,  H04M1/725

    Abstract: A system for interacting with voice extensible markup language application content includes a content source node (110) connected to a network for rendering availability of voice extensible markup language content and code; a communication device (206) connected to the network for acquiring at least the code rendered available; and a software interface running on the communication device (206) for determining local existence of at least the code acquired and initializing execution of found code. Upon code execution, the content may be played on the communication device (206) without a persistent network connection to the enterprise hosting the content.

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