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）。

公开(公告)号：EP1774760A4

公开(公告)日：2009-04-15

申请号：EP05783002

申请日：2005-08-02

Applicant: GENESYS TELECOMM LAB INC

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

IPC: H04M3/51

CPC classification number: H04M3/5191 ,  H04M3/5125

Abstract: A system for integrating a contact center, an agent station, and a customer relation management server for communication includes a network adapter node having port connection to the contact center, the agent station, and the customer relation management server; and one or more dynamic states running on the network adapter mode 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 is adapted to deliver data and or services or notification of availability thereof to the agent station based on the current state information for one or more events active or in queue for the agent station.