公开(公告)号：US6393018B2

公开(公告)日：2002-05-21

申请号：US57457900

申请日：2000-05-17

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC

IPC: H04L12/64 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/12 ,  H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/66 ,  H04L12/16 ,  H04L12/28 ,  H04M5/00 ,  H04Q11/00

CPC classification number: H04L65/4007 ,  H04L12/64 ,  H04L29/06027 ,  H04L67/306 ,  H04L67/327 ,  H04L69/329 ,  H04M3/12 ,  H04M3/36 ,  H04M3/367 ,  H04M3/42323 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5236 ,  H04M3/5237 ,  H04M3/5238 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/00 ,  H04M7/006 ,  H04M7/12 ,  H04M2203/551 ,  H04M2207/12 ,  H04Q3/0029 ,  H04Q3/0045 ,  H04Q3/64 ,  H04Q3/66 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13141 ,  H04Q2213/13164 ,  H04Q2213/13174 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/13389

Abstract: A computerized Internet-Protocol Network Telephony (IPNT) routing system has a routing processor for receiving and forwarding IPNT calls based on information stored in an associated database regarding operation and status of possible destinations for the call. In some embodiments destinations are call centers adapted for receiving IPNT calls at workstations associated with a central processor, and the information in the database at the routing processor is collected and processed at the call centers that are potential destinations for the calls. The information is collected processed and forwarded to the database for the purpose of enhancing call-routing efficiency and accuracy.

Abstract translation: 计算机化的因特网协议网络电话（IPNT）路由系统具有路由处理器，用于基于存储在关联数据库中的信息来接收和转发IPNT呼叫，该信息涉及呼叫的可能目的地的操作和状态。 在一些实施例中，目的地是适于在与中央处理器相关联的工作站处接收IPNT呼叫的呼叫中心，并且在作为呼叫的潜在目的地的呼叫中心处收集并处理在路由处理器处的数据库中的信息。 信息被收集处理并转发到数据库，以增强呼叫路由的效率和准确性。

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。

公开(公告)号：WO9926424A3

公开(公告)日：1999-07-29

申请号：PCT/US9822600

申请日：1998-10-23

Applicant: GENESYS TELECOMM LAB INC

Inventor： NEYMAN IGOR ,  MILOSLAVSKY ALEC

IPC: H04M3/42 ,  H04M3/00 ,  H04M3/436 ,  H04M3/523 ,  H04M7/00 ,  H04Q3/00 ,  H04Q3/64

CPC classification number: H04Q3/64 ,  H04M3/42323 ,  H04M3/436 ,  H04M3/523 ,  H04Q3/0029 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13107 ,  H04Q2213/13164 ,  H04Q2213/13166 ,  H04Q2213/1322 ,  H04Q2213/13224 ,  H04Q2213/13395

Abstract: A telephone call distribution system for determining destination for an incoming telephone call in a telephony network (100) including a service control point (SCP) (101) operates with a plurality of workstations (361, 362) each comprising a telephone (131, 132) coupled to the telephony network (100) and a proximate computer station having a video display unit (PC/VDU) (331, 332), the PC/VDU (331, 332) connected to the SCP (101) via a wide range area network (WAN), and a personal router (207) associated with each PC/VDU (331, 332). The SCP (101) broadcasts data pertaining to the incoming telephone call and a request for a destination to individual ones of the PC/VDUs (331, 332) via the WAN, and the personal routers (207) negotiate a destination based on individual routing rules and the data pertaining to the call. At least one of the individual routers responds to the SCP (101) with a destination for the call.

Abstract translation: 用于确定包括服务控制点（SCP）（101）的电话网络（100）中的进入电话呼叫的目的地的电话呼叫分配系统与多个工作站（361,362）一起操作，每个工作站包括电话（131,132 ）和具有视频显示单元（PC / VDU）（331,332）的邻近计算机站，所述PC / VDU（331,332）经由宽范围连接到所述SCP（101） 区域网络（WAN）和与每个PC / VDU（331,332）相关联的个人路由器（207）。 SCP（101）通过WAN广播与入局电话呼叫有关的数据和对目的地的个人PC / VDU（331,332）的请求，并且个人路由器（207）基于各个路由协商目的地 规则和与呼叫有关的数据。 各个路由器中的至少一个路由器响应于SCP（101）用于该呼叫的目的地。

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：WO9965252A3

公开(公告)日：2000-02-03

申请号：PCT/US9912700

申请日：1999-06-07

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC

IPC: H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04Q3/64 ,  H04M3/00

CPC classification number: H04M3/36 ,  H04M3/42323 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/5231 ,  H04M3/5234 ,  H04Q3/64 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13107 ,  H04Q2213/13164 ,  H04Q2213/13166 ,  H04Q2213/1322 ,  H04Q2213/13224 ,  H04Q2213/13395

Abstract: A system (33) for outbound dialing for call centers (11) places the outbound dialer (21) at network level (13), and client call centers provide destination number calling lists. The outbound dialer (21), upon completing a call to a destination number, connects the completed call to a routing point at a client call center. The system (33) may be CTI-enhanced, and can be hosted by a client of the network provider, or by the network provider. Clients may subscribe to the network provider for service, providing calling lists and routing points, and completed calls may be routed to call centers operated by different clients. The architecture and method of this system (33) minimizes the number of leased lines required by each call center taking advantage of the system (33).

Abstract translation: 用于呼叫中心（11）的出站拨号的系统（33）将出站拨号器（21）放置在网络级（13），并且客户端呼叫中心提供目的地号码呼叫列表。 出站拨号器（21）在完成对目的地号码的呼叫时，将完成的呼叫连接到客户端呼叫中心的路由点。 系统（33）可以是CTI增强的，并且可以由网络提供商的客户机或由网络提供商托管。 客户可以订阅网络提供商进行服务，提供呼叫列表和路由点，完成的呼叫可以被路由到由不同客户端操作的呼叫中心。 该系统的架构和方法（33）使得利用系统（33）的每个呼叫中​​心所需的租用线路的数量最小化。

公开(公告)号：WO9854877A3

公开(公告)日：1999-03-11

申请号：PCT/US9810357

申请日：1998-05-27

Applicant: GENESYS TELECOMM LAB INC

Inventor： GISBY DOUGLAS ,  MILOSLAVSKY ALEC

IPC: H04M7/00 ,  H04L29/08 ,  H04M3/00 ,  H04M3/12 ,  H04M3/36 ,  H04M3/51 ,  H04M3/523 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/12 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/66 ,  H04M

CPC classification number: H04L67/306 ,  H04L65/4007 ,  H04M3/12 ,  H04M3/36 ,  H04M3/367 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5236 ,  H04M3/5237 ,  H04M3/5238 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/00 ,  H04M7/006 ,  H04M7/12 ,  H04M2203/551 ,  H04M2207/12 ,  H04Q3/0029 ,  H04Q3/0045 ,  H04Q3/64 ,  H04Q3/66 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13141 ,  H04Q2213/13145 ,  H04Q2213/13164 ,  H04Q2213/13174 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/13282 ,  H04Q2213/13299 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/1336 ,  H04Q2213/13389

Abstract: A system for rerouting misrouted calls between call centers has multiple call centers (501, 502, 503) all connected by digital link (511, 512, 513) to a central rerouter (510), which maintains a data list of a unique pool of destination numbers assigned to each of the call centers (501, 502, 503). The central rerouter (510) sends rerouted calls to destination numbers in the destination number pool for each call center (501, 502, 503) in a sequential manner such that any destination number in the pool for any call center (501, 502, 503), once used, is not used again until all of the remaining destination numbers in the pool for that call center are used once each. In a preferred embodiment call centers (501, 502, 503) are interconnected by private lines, and rerouted calls are sent over the private lines.

公开(公告)号：WO9837677A2

公开(公告)日：1998-08-27

申请号：PCT/US9802848

申请日：1998-02-17

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC

IPC: H04L12/28 ,  H04M1/57 ,  H04M1/663 ,  H04M3/00 ,  H04M3/42 ,  H04M3/436 ,  H04M

CPC classification number: H04M3/436 ,  H04M1/006 ,  H04M1/2473 ,  H04M1/57 ,  H04M1/663 ,  H04M3/42323

Abstract: A personal telephone call router adapted to execute on a personal computer (PC) connected to a local area network (LAN) wherein the LAN is also connected to a computerized telephony switching system has a graphic user interface allowing an individual user to route incoming calls from his/her PC by drag-and-drop techniques. In some embodiments the user may also customize routing rules for incoming calls. In preferred embodiments incoming calls are directed in the telephony switch to a virtual routing destination. In some cases each individual user is associated with a specific virtual destination, and in others data associated with each call is broadcast on the LAN to be filtered at each PC on the LAN running a personal router according to an embodiment of the invention.

Abstract translation: 适于在连接到局域网（LAN）的个人计算机（PC）上执行的个人电话呼叫路由器，其中LAN也连接到计算机化电话交换系统，具有图形用户界面，允许单个用户将来话呼叫从 他/她的电脑通过拖放技术。 在一些实施例中，用户还可以为呼入呼叫定制路由规则。 在优选实施例中，传入呼叫被引导到电话交换机中到虚拟路由目的地。 在一些情况下，每个单独的用户与特定的虚拟目的地相关联，并且在另一些情况下，根据本发明的实施例，在LAN上运行个人路由器的每个PC处的每个PC上广播与每个呼叫相关联的数据。

公开(公告)号：EP1031232A4

公开(公告)日：2005-11-02

申请号：EP98956187

申请日：1998-10-23

Applicant: GENESYS TELECOMM LAB INC

Inventor： NEYMAN IGOR ,  MILOSLAVSKY ALEC

IPC: H04M3/42 ,  H04M3/00 ,  H04M3/436 ,  H04M3/523 ,  H04M7/00 ,  H04Q3/00 ,  H04Q3/64

CPC classification number: H04Q3/64 ,  H04M3/42323 ,  H04M3/436 ,  H04M3/523 ,  H04Q3/0029 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13107 ,  H04Q2213/13164 ,  H04Q2213/13166 ,  H04Q2213/1322 ,  H04Q2213/13224 ,  H04Q2213/13395

Abstract: A telephone call distribution system for determining destination for an incoming telephone call in a telephony network (100) including a service control point (SCP) (101) operates with a plurality of workstations (361, 362) each comprising a telephone (131, 132) coupled to the telephony network (100) and a proximate computer station having a video display unit (PC/VDU) (331, 332), the PC/VDU (331, 332) connected to the SCP (101) via a wide range area network (WAN), and a personal router (207) associated with each PC/VDU (331, 332). The SCP (101) broadcasts data pertaining to the incoming telephone call and a request for a destination to individual ones of the PC/VDUs (331, 332) via the WAN, and the personal routers (207) negotiate a destination based on individual routing rules and the data pertaining to the call. At least one of the individual routers responds to the SCP (101) with a destination for the call.

公开(公告)号：EP1044553A4

公开(公告)日：2004-10-27

申请号：EP98956309

申请日：1998-10-28

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC ,  TUROVSKI OLEG

IPC: H04M3/436 ,  H04L12/58 ,  H04M3/00 ,  H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M7/00 ,  H04N7/14 ,  H04N7/15 ,  H04Q3/545 ,  H04Q3/64

CPC classification number: H04M3/51 ,  H04L51/043 ,  H04L51/14 ,  H04M3/36 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42323 ,  H04M3/42365 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5235 ,  H04M7/0033 ,  H04M2242/22 ,  H04M2242/30 ,  H04N7/148 ,  H04N7/15 ,  H04Q3/64 ,  H04Q2213/1305 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13093 ,  H04Q2213/13097 ,  H04Q2213/13103 ,  H04Q2213/1322 ,  H04Q2213/1325

Abstract: A method for a reporting application to flexibly report the status of an entity in a call center to a requesting application is provided. The entity could be in one or more states. Examples of an entity are a directory number (217-219, 223 and 224), an agent (230 and 231), a group (232 and 233), a routing point (214-216, 221 and 222), and an agent place (226-228). The requesting application sets the priority of these states belonging to the entity by sending a status priority table to the reporting application. The reporting application reports the status based on the active states of the entity and the priority table. As an example, the reported status could be the active state having the highest priority in the table. This state is reported back to the requesting application. Because different requesting applications could present different priority tables, the reporting application could report different states for the same entity.

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。