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    TRUST-INTERACTIVE COMMUNICATION APPLICATIONS
    1.
    发明申请
    TRUST-INTERACTIVE COMMUNICATION APPLICATIONS 审中-公开
    信任交互通信应用

    公开(公告)号：WO2010078012A3

    公开(公告)日：2010-09-30

    申请号：PCT/US2009068410

    申请日：2009-12-17

    Applicant: GENESYS TELECOMM LAB INC ,  RISTOCK HERBERT WILLI ARTUR ,  PERLMUTTER S MICHAEL ,  GALVIN BRIAN

    Inventor： RISTOCK HERBERT WILLI ARTUR ,  PERLMUTTER S MICHAEL ,  GALVIN BRIAN

    IPC: H04L29/06

    CPC classification number: H04L63/08 ,  H04L63/105 ,  H04L63/20

    Abstract: A communication software module executing on a computerized appliance from a machine-readable medium includes functionality enabling a user to direct a communication event to a particular destination by an address of the destination, functionality for transmitting the destination address to a remote trust authority, functionality for initiating the communication event, and functionality for receiving trust information from the remote trust authority, the trust information associated with an enterprise or a person associated with the destination address. Various communication modules are provided, such as email clients, instant messaging systems, chat systems, and voice communication systems.

    Abstract translation: 从机器可读介质在计算机化设备上执行的通信软件模块包括使用户能够通过目的地地址将通信事件定向到特定目的地的功能，将目的地地址发送到远程信任机构的功能， 发起通信事件，以及用于从远程信任机构接收信任信息的功能，与企业或与目的地地址相关联的人员相关联的信任信息。 提供各种通信模块，例如电子邮件客户端，即时消息系统，聊天系统和语音通信系统。

    METHOD FOR INTEGRATING CLIENT WEB HISTORY AND CALL CENTER HISTORY INTO A SINGLE INTERACTION HISTORY ACCESSIBLE IN REAL TIME
    2.
    发明申请
    METHOD FOR INTEGRATING CLIENT WEB HISTORY AND CALL CENTER HISTORY INTO A SINGLE INTERACTION HISTORY ACCESSIBLE IN REAL TIME 审中-公开
    将客户网络历史和呼叫中心历史整合为实时可访问的单一互动历史的方法

    公开(公告)号：WO2008080057A3

    公开(公告)日：2008-09-18

    申请号：PCT/US2007088545

    申请日：2007-12-21

    Applicant: GENESYS TELECOMM LAB INC ,  GALVIN BRIAN ,  PERLMUTTER S MICHAEL

    Inventor： GALVIN BRIAN ,  PERLMUTTER S MICHAEL

    IPC: G06F15/16

    CPC classification number: G06F17/30539 ,  G06F17/30598 ,  G06F17/30867

    Abstract: A method is provided for creating a portable history data record for a customer by integrating Web cookie data and telephone history data. The method includes the acts (a) retrieving and interpreting the Web cookie data, (b) retrieving and interpreting the telephone history data, (c) combining the data sets into a single data record eliminating redundant data, (d) formatting the data record for human or for machine interpretation, and (e) presenting the formatted data record to a point of service during or just ahead of an associated interaction event.

    Abstract translation: 提供了一种通过集成Web cookie数据和电话历史数据来为客户创建便携式历史数据记录的方法。 该方法包括以下动作：（a）检索和解释Web cookie数据，（b）检索和解释电话历史数据，（c）将数据组合成单个数据记录，消除冗余数据，（d）格式化数据记录 以及（e）在关联的交互事件期间或之前将格式化的数据记录呈现给服务点。

    RECURSIVE ADAPTIVE INTERACTION MANAGEMENT SYSTEM
    3.
    发明申请
    RECURSIVE ADAPTIVE INTERACTION MANAGEMENT SYSTEM 审中-公开
    自适应互动管理系统

    公开(公告)号：WO2009086341A2

    公开(公告)日：2009-07-09

    申请号：PCT/US2008088097

    申请日：2008-12-23

    Applicant: GENESYS TELECOMM LAB INC ,  GALVIN BRIAN ,  PERLMUTTER S MICHAEL ,  SNEYDERS DAVE

    Inventor： GALVIN BRIAN ,  PERLMUTTER S MICHAEL ,  SNEYDERS DAVE

    IPC: G10L21/00

    CPC classification number: G06N5/025 ,  G10L15/26 ,  G10L17/22 ,  G10L25/72 ,  H04M3/5133 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5183 ,  H04M2203/357

    Abstract: A management system for guiding an agent in a media- specific dialogue has a conversion engine for instantiating ongoing dialogue as machine-readable text, if the dialogue is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialogue. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.

    Abstract translation: 用于在媒体特定对话中指导代理的管理系统具有用于将当前对话作为机器可读文本实例化的转换引擎，如果对话在语音媒体中，则用于从文本确定事实的上下文分析引擎，用于 基于事实输入来声明规则，以及呈现引擎，用于向代理人呈现信息以指导代理在对话中。 上下文分析引擎将确定的事实传递给规则引擎，规则引擎根据事实选择和断言呈现引擎规则，并且呈现引擎基于所声明的规则向代理提供定期更新的指导。

    8.
    发明专利
    未知

    公开(公告)号：DE69839022T2

    公开(公告)日：2009-01-15

    申请号：DE69839022

    申请日：1998-10-23

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： PERLMUTTER S MICHAEL

    IPC: H04M7/00 ,  H04L29/08 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/56 ,  H04M3/58 ,  H04M7/12 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/66 ,  H04Q3/72

    Abstract: Telephone call routing in networks is provided by forwarding routing data other than origination identification and destination identification in-band with calls, and using the in-band data at call destinations to do further routing. In some embodiments negotiation is accomplished between routers at different points in the network based on the in-band routing data. Practice of the invention extends to intelligent telephony networks and as well to simulated telephone calls between computers in wide area data networks, such as the Internet and Intranets.

    10.
    发明专利
    未知

    公开(公告)号：DE69839022D1

    公开(公告)日：2008-03-06

    申请号：DE69839022

    申请日：1998-10-23

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： PERLMUTTER S MICHAEL

    IPC: H04M7/00 ,  H04L29/08 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/56 ,  H04M3/58 ,  H04M7/12 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/66 ,  H04Q3/72

    Abstract: Telephone call routing in networks is provided by forwarding routing data other than origination identification and destination identification in-band with calls, and using the in-band data at call destinations to do further routing. In some embodiments negotiation is accomplished between routers at different points in the network based on the in-band routing data. Practice of the invention extends to intelligent telephony networks and as well to simulated telephone calls between computers in wide area data networks, such as the Internet and Intranets.

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