公开(公告)号：EP1290861A4

公开(公告)日：2004-06-16

申请号：EP01920248

申请日：2001-03-07

Applicant: GENESYS TELECOMM LAB INC

Inventor： ANISIMOV NIKOLAY ,  KISHINSKY KONSTATIN ,  KOROLEV NIKOLAY ,  POGOSSIANTS GREGORY ,  SHTIVELMAN YURI ,  ZYARKO VADIM

IPC: H04L29/06 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M7/00 ,  H04M7/12

CPC classification number: H04L29/06 ,  H04M3/42323 ,  H04M3/48 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5231 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M3/5307 ,  H04M7/0033 ,  H04M7/12 ,  H04M2201/50 ,  H04M2207/12

Abstract: A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module (113) for generating numbers to be automatically dialed, a dialing unit (123) for dialing numbers generated, a queue (117) for queuing answered calls, and a stat module for monitoring performance and generating a call generation rate. The system uses an analytical method or a simulation method for determining the call generation rate. In the analytical method, one or more of distribution function of system processes, numerical methods, solving of non-linear equations, or probability techniques is used. In the simulation method, parameters relating to a queing system are estimated in absence of sufficient information by simulating each of the system's processes, predicting behavior of the system on basis of previous experience, and finding optimal point in future to make a next call.

公开(公告)号：EP1449104A4

公开(公告)日：2007-03-14

申请号：EP02791274

申请日：2002-11-19

Applicant: GENESYS TELECOMM LAB INC

Inventor： ZYARKO VADIM ,  KOLOMOYSKYY OLEKSIY ,  ZGARDOVSKI STANISLAV

IPC: G06F15/16 ,  H04M3/487 ,  H04L12/56 ,  H04L12/66 ,  H04L29/06 ,  H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04M7/00 ,  H04M11/08

CPC classification number: H04L65/4007 ,  H04L29/06 ,  H04L29/06027 ,  H04L69/08 ,  H04M3/5158 ,  H04M3/5191 ,  H04M7/125

Abstract: A dynamic data exchange (DDE) gateway of a communication network (100) for formatting and forwarding commands, requests, and data between separate software suites (106, 108, 110, 112) operating under disparate protocols within a communication center (101) includes a DDE application for mapping data of disparate protocols to a common set of data topics, data items, and data commands, and a set of software controls for interface with the DDE application the controls used to create and maintain the common set of data topics, data items, and data commands. The gateway is characterized in that an agent of the communication center operating a computerized workstation invokes a DDE-enabled scripting application containing a set of data topics, data items, and data commands, the set mappable to the common set of DDE data topics, data items, and data commands such that the interaction through the scripting application enables dynamic data exchange with a CTI telephony suite having a set of data topics, data items, and data commands that are also mappable to the common set of DDE data topics, data items, and data commands.

公开(公告)号：AU2002365770A1

公开(公告)日：2003-06-17

申请号：AU2002365770

申请日：2002-11-19

Applicant: GENESYS TELECOMM LAB INC

Inventor： ZYARKO VADIM ,  KOLOMOYSKYY OLEKSIY ,  ZGARDOVSKI STANISLAV

IPC: H04M3/487 ,  H04L12/56 ,  H04L12/66 ,  H04L29/06 ,  H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04M7/00 ,  H04M11/08 ,  G06F15/16

Abstract: A dynamic data exchange (DDE) gateway for formatting and forwarding commands, requests, and data between separate software suites operating under disparate protocols within a communication center includes a DDE application for mapping data of disparate protocols to a common set of data topics, data items, and data commands, and a set of software controls for interface with the DDE application the controls used to create and maintain the common set of data topics, data items, and data commands. The gateway is characterized in that an agent of the communication center operating a computerized workstation invokes a DDE-enabled scripting application containing a set of data topics, data items, and data commands, the set mappable to the common set of DDE data topics, data items, and data commands such that interaction through the scripting application enables dynamic data exchange with a CTI telephony suite having a set of data topics, data items, and data commands that are also mappable to the common set of DDE data topics, data items, and data commands.

公开(公告)号：AU4732501A

公开(公告)日：2001-10-30

申请号：AU4732501

申请日：2001-03-07

Applicant: GENESYS TELECOMM LAB INC

Inventor： ANISIMOV NIKOLAY ,  KISHINSKY KONSTATIN ,  KOROLEV NIKOLAY ,  POGOSSIANTS GREGORY ,  SHTIVELMAN YURI ,  ZYARKO VADIM

IPC: H04L29/06 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M7/00 ,  H04M7/12 ,  H04M3/00

Abstract: A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module for generating numbers to be automatically dialed, a dialing unit for dialing numbers generated, a queue for queing answered calls, and a stat module for monitoring performance and generating a call generation rate. The system uses an analytical method in one embodiment for determining the call generation rate, wherein the method uses one or more of distribution function of system processes, numerical methods, solving of non-linear equations, or probability techniques. In another embodiment the system accomplishes the same purpose using a simulation method for determining the call generation rate, wherein parameters relating to a queing system are estimated in absence of sufficient information by simulating each of the system's processes, predicting behavior of the system on basis of previous experience, and finding optimal point in future to make a next call.