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    METHOD AND APPARATUS FOR AUTOMATIC NETWORK CONNECTION BETWEEN A SMALL BUSINESS AND A CLIENT
    1.
    发明申请
    METHOD AND APPARATUS FOR AUTOMATIC NETWORK CONNECTION BETWEEN A SMALL BUSINESS AND A CLIENT 审中-公开
    用于小企业和客户之间的自动网络连接的方法和装置

    公开(公告)号：WO9914930A2

    公开(公告)日：1999-03-25

    申请号：PCT/US9818643

    申请日：1998-09-08

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： SHTIVELMAN YURI

    IPC: H04M3/00 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00

    CPC classification number: H04M7/003 ,  H04M3/42195 ,  H04M3/42323 ,  H04M3/48 ,  H04M3/5158 ,  H04M3/5191 ,  H04M7/0027 ,  H04M7/006 ,  H04M7/12

    Abstract: An Internet system for providing call-back services for a subscriber includes a web page having a call-back link to a subscription server; a call-back application operating on the subscription server and adapted for accepting input from a browsing person linked to the subscription server by the call-back link; and a call-switching system connected to and responsive to the call-back application on the subscription server. In this system the browsing person, upon activating the call-back link, is linked to the call-back application on the subscription server and prompted for input including a call-back number, and the subscription server, after accepting the input, directs the call-switching system in establishing a telephony link between the subscriber and the browsing person. In some instances the telephony switch is part of a call-center with connected agents, and agents are assigned to represent selected subscribers. In this instance call-back connection is made between a browsing person and an agent. In some embodiments connections can be made either by conventional telephony links or by Internet telephone. In some instances as well provision is made for delivery of a full range of multi-media services from a subscriber to a browsing person.

    Abstract translation: 用于为订户提供回叫服务的互联网系统包括具有到订阅服务器的回拨链接的网页; 在所述订阅服务器上操作并适于从所述回叫链接接受来自所述订阅服务器的浏览者的输入的回叫应用; 以及与订阅服务器上的回叫应用连接并响应于该呼叫切换系统的呼叫切换系统。 在该系统中，浏览人员在激活回叫链接时，链接到订阅服务器上的回叫应用程序，并提示输入包括回叫号码，订阅服务器在接受输入之后指示 呼叫切换系统在用户和浏览人之间建立电话链路。 在某些情况下，电话交换机是具有连接代理的呼叫中心的一部分，并且分配代理来代表所选订户。 在这种情况下，在浏览者和代理之间进行回呼连接。 在一些实施例中，连接可以由常规电话链路或因特网电话进行。 在某些情况下，还提供了从用户到浏览人员的全系列多媒体服务的传送。

    PROVIDING ESTIMATED RESPONSE-WAIT-TIME DISPLAYS
    2.
    发明申请
    PROVIDING ESTIMATED RESPONSE-WAIT-TIME DISPLAYS 审中-公开
    提供估计的响应等待时间显示

    公开(公告)号：WO0122693A3

    公开(公告)日：2008-03-06

    申请号：PCT/US0040713

    申请日：2000-08-22

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： BONDARENKO OLEG ,  SHTIVELMAN YURI

    IPC: H04M3/00 ,  G06F13/00 ,  G06F17/00 ,  H04M3/51 ,  H04M3/523 ,  H04M7/00

    CPC classification number: H04M7/003 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5231 ,  H04M3/5238 ,  H04M7/006 ,  H04M2201/38

    Abstract: An Estimated Wait Time (EWT) service for a Web page provider for a Web page provider has an internet-connected facility for monitoring communication status with a communication center (15) having communication equipment hosting agents (39, 47, 49, 41, 51, 43, 53, 45) of the web page provider, and an interactive linmk in a web page hosted by the Web page provider. The interactive link is presented to a user accessing the Web page, and when selected, connects the user to the facility for monitoring communication status. In a preferred embodiment the facility provides a Web page display for the user, displaying parameters regarding the options in a user interface for placing an Internet Phone (IP) call for sending a message, and e-mail, and so forth, or for requesting a call back. In the case of a call back the user may, in some embodiments, provide alternative numbers or addresses and times for call back.

    Abstract translation: 用于网页提供商的网页提供商的估计等待时间（EWT）服务具有互联网连接的设施，用于监视与具有通信设备托管代理（39,47,49,41,51）的通信中心（15）的通信状态 ，43,53,45），以及由网页提供者托管的网页中的交互式线程。 该交互式链接被呈现给访问该网页的用户，并且当被选择时，将用户连接到用于监视通信状态的设施。 在优选实施例中，该设施为用户提供网页显示，显示关于在用户界面中用于放置用于发送消息的因特网电话（IP）呼叫和电子邮件等等的选项的参数，或者用于请求 回电话 在回呼的情况下，在一些实施例中，用户可以提供用于回叫的备选号码或地址和时间。

    METHOD AND APPARATUS FOR SUMMARIZING PREVIOUS THREADS IN A COMMUNICATION-CENTER CHAT SESSION
    5.
    发明公开
    METHOD AND APPARATUS FOR SUMMARIZING PREVIOUS THREADS IN A COMMUNICATION-CENTER CHAT SESSION 审中-公开
    方法和设备质量中心的聊天会话MERGE前面的主题

    公开(公告)号：EP1292939A4

    公开(公告)日：2006-07-05

    申请号：EP01927387

    申请日：2001-03-07

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： SHTIVELMAN YURI

    IPC: G09G5/00 ,  G06F17/27 ,  G06F17/30 ,  G06Q10/00 ,  H04L12/24 ,  H04L12/58 ,  H04M3/22 ,  H04M3/51 ,  H04M3/523

    CPC classification number: G06F17/277 ,  G06F17/2775 ,  G06F17/279 ,  G06F17/30719 ,  G06Q10/107 ,  H04L12/1831 ,  H04L51/04 ,  H04L51/063 ,  H04L51/16 ,  H04M3/2218 ,  H04M3/5191 ,  H04M3/5233 ,  H04M7/0045 ,  H04M2201/38 ,  H04M2203/4536 ,  Y10S707/99935

    Abstract: A system for extracting keywords from interactive text dialog and providing the extracted keywords as a dialog summary displayed in an interactive text window is provided. In preferred embodiments, the system is used with interactive chat communication wherein a communication center connected to the Internet hosts the communication and the communication involves customers of the center and a hosting agent. The system parses (115) all incoming queries (113) for keywords and then provides the keywords as a summary of the dialog. In one embodiment keywords may also be taken from responses to queries and associated in display with the keywords taken from the queries (121). In another embodiment, the keywords are compared to a data repository containing product-related words such that upon finding matches, the matched keywords are displayed alongside, but separately from, the dialog keyword summary and represent product keywords. In another aspect, customer profile keywords may be separately generated and displayed alongside, but separately from, the dialog keyword summary.

    Abstract translation: 一种从交互式文本对话提取的关键词，并提供所提取的关键词作为提供了交互式文本窗口的概要显示一个对话框系统。 该系统是，在优选的实施方式中，使用交互式聊天通信中使用worin连接到互联网的通信中心承载通信和通信涉及到中心和托管代理客户。 该系统解析为关键字的所有来电查询，然后提供了关键字作为对话的内容摘要。 在一个实施例中的关键字因此可以从对查询的响应中取出，并与来自查询所采用的关键字显示相关联。 另悉，该实施方案关键字相比于数据仓库包含产品相关的词汇的搜索没有在发现匹配，匹配的关键字旁边显示，但是分开，对话汇总关键字，代表产品关键字。 在另一个方面沉默，客户资料的关键字可以单独生成并显示旁边，但分开，对话关键字总结。

    INTERNET CALL WAITING
    6.
    发明公开
    INTERNET CALL WAITING 审中-公开
    网络呼叫等待

    公开(公告)号：EP1013062A4

    公开(公告)日：2004-09-22

    申请号：EP98944799

    申请日：1998-09-08

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： SHTIVELMAN YURI ,  TUROVSKI OLEG

    IPC: H04M3/54 ,  H04M1/57 ,  H04M3/00 ,  H04M3/42 ,  H04M3/428 ,  H04M7/00 ,  H04M7/12

    CPC classification number: H04M3/4281 ,  H04M1/57 ,  H04M3/42365 ,  H04M7/0033 ,  H04M7/12 ,  H04M2203/156 ,  H04M2203/2011

    Abstract: A telephony call-waiting system for clients having a computer (112) with a video display unit (PC/VDU) and a public-switched telephony network (PSTN) telephone (111) connected to the PSTN (151) by a single line (150), keeps a status indication of the client's Internet connection status and, during periods of time the PC/VDU is connected to the Internet (101), alerts the clients by an alert signal over the Internet connection of any waiting PSTN calls. In a preferred embodiment the client's PC/VDU is adapted to provide an audio and/or visual alert event when an alert signal is received, and to provide for a user-initiated response to an alert, accepting or rejecting a call. In the event a call is accepted, provision is made for connecting the accepted call to the client's PC/VDU as an IP call. In some embodiments several calls may be dealt with at the PC/VDU, and features are provided such as caller-ID on the client's VDU. Several ways of accomplishing the call-waiting system are taught.

    METHOD AND APPARATUS FOR DETERMINING AGENT AVAILABILITY
    8.
    发明公开
    METHOD AND APPARATUS FOR DETERMINING AGENT AVAILABILITY 有权
    方法和设备的目的地代表AVAILABLE意识

    公开(公告)号：EP1021905A4

    公开(公告)日：2004-09-22

    申请号：EP98946926

    申请日：1998-09-08

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： SHTIVELMAN YURI

    IPC: H04M3/523 ,  H04M3/00 ,  H04M3/51 ,  H04M3/53 ,  H04M3/533 ,  H04M7/00 ,  H04M11/00

    CPC classification number: H04M3/5232 ,  H04M3/5191 ,  H04M3/5307 ,  H04M3/533 ,  H04M7/0027 ,  H04M7/126 ,  H04M2201/18 ,  H04M2201/50

    Abstract: A method and apparatus for determining the availability of an agent in a multimedia-capable call center is disclosed. A routine implemented by the call-center determines whether an agent is busy or available (100). If the agent is determined to be busy on a video call (102, 104) or busy on a telephone call (106, 108), an Agent Busy result is returned (116). If the agent is determined not to be busy on either a video call (102, 104) or on a telephone call (106, 108), a determination is made as to whether the number of unanswered mails (e.g., electronic mail (e-mail) messages, voice mail messages, and video messages) for the agent exceeds a preset limit (110, 112). If the number of unanswered mails for the agent is determined to exceed the preset limit (110, 112), the Agent Busy result is returned (116). If the number of unanswered mails for the agent is determined to be equal to or less than the preset limit (110, 112), an Agent Available result is returned (114).

    METHOD AND APPARATUS FOR DETERMINING AGENT AVAILABILITY
    10.
    发明专利
    METHOD AND APPARATUS FOR DETERMINING AGENT AVAILABILITY 未知

    公开(公告)号：CA2302704C

    公开(公告)日：2003-08-19

    申请号：CA2302704

    申请日：1998-09-08

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： SHTIVELMAN YURI

    IPC: H04M3/523 ,  H04M3/00 ,  H04M3/51 ,  H04M3/53 ,  H04M3/533 ,  H04M7/00 ,  H04M11/00

    Abstract: A method and apparatus for determining the availability of an agent in a multimedia-capable call center is disclosed. A routine implemented by the call- center determines whether an agent is busy or available (100). If the agent is determined to be busy on a video call (102, 104) or busy on a telephone call (106, 108), an Agent Busy result is returned (116). If the agent is determined not to be busy on either a video call (102, 104) or on a telephone call (106, 108), a determination is made as to whether the number of unanswered mails (e.g., electronic mail (e-mail) messages, voice mail messages, and video messages) for the agent exceeds a preset limit (110, 112). If the number of unanswered mails for the agent is determined to exceed the preset limit (110, 112), the Agent Busy result is returned (116). If the number of unanswered mails for the agent is determined to be equal to or less than the preset limit (110, 112), an Agent Available result is returned (114).

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