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.

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。

公开(公告)号：AU745404B2

公开(公告)日：2002-03-21

申请号：AU9225198

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

Abstract: A telephony call-waiting system for clients having a computer with a video display unit (PC/VDU) and a public-switched telephony network (PSTN) telephone connected to the PSTN by a single line, keeps a status indication of the client's Internet connection status and, during periods of time the PC/VDU is connected to the Internet, alerts the client 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.

公开(公告)号：AU748636B2

公开(公告)日：2002-06-06

申请号：AU9479298

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

Abstract: There is disclosed a system (6100) for routing an electronic mail (e-mail) to one of a plurality of agents in an Internet Protocol Network Telephony call center. Each of the agents having a specific skill set from a variety of possible skill sets. The system (6100)comprises an e-mail server (6102) adapted to receive an e-mail from a sender, an information extractor (6204) for extracting information from said e-mail, a router (6116), and a database (6114) accessible to the router and storing skill sets of said agents. The router (6116) selects the one of a plurality of agents by matching stored information about the specific skill sets with portions of extracted information from the e-mail.

公开(公告)号：AU743737B2

公开(公告)日：2002-02-07

申请号：AU1286299

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

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, an agent, a group, a routing point, and an agent place. 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：CA2309183A1

公开(公告)日：1999-06-03

申请号：CA2309183

申请日：1998-10-28

Applicant: GENESYS TELECOMM LAB INC

Inventor： TUROVSKI OLEG ,  MILOSLAVSKY ALEC

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

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：CA2309183C

公开(公告)日：2003-08-19

申请号：CA2309183

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

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：CA2302397C

公开(公告)日：2003-07-22

申请号：CA2302397

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

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.

公开(公告)号：CA2302488A1

公开(公告)日：1999-03-25

申请号：CA2302488

申请日：1998-09-09

Applicant: GENESYS TELECOMM LAB INC

Inventor： TUROVSKI OLEG ,  MILOSLAVSKY ALEC ,  NEYMAN IGOR ,  GOECKE JASON ,  DERYUGIN VLADIMIR N ,  TORBA DMITRIY

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

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.