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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）。

    3.
    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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