公开(公告)号：AU9228098A

公开(公告)日：1999-04-23

申请号：AU9228098

申请日：1998-09-09

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： BONDARENKO OLEG ,  ISSAYEV VALERIY ,  SHTIVELMAN YURI ,  KIKINIS DAN

IPC: H04L29/06 ,  H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/54 ,  H04M7/00 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/72

Abstract: A call center system supports remote agent stations through a network by establishing a data link between a computer platform at the remote agent station and a CTI-processor connected to a telephony switch at the call center, and switching incoming calls from the call center to a telephone at the remote agent station while sending data pertaining to the calls via the data link to the computer platform at the remote agent station to be displayed. Data pertaining to calls is retrieved from a data base at the call center and sent via the data link to be displayed on a video display at the remote agent station. The data can include scripts for an agent at the remote station. Call center services are supported by cooperation between software at the CTI processor and the computer platform at the remote station. In one embodiment the data link, once established, is kept open while calls continue to be switched to the remote station. In another, after an initial log in, dial up is done from the remote station upon detecting calls from the call center by a TAPI compliant device, and a reduced log in is performed at the CTI processor to save time. In a third alternative, the CTI processor, via a modem bank adapted for dialing, establishes the data connection each time a call is switched from the call center to the remote station. A plurality of remote stations may be thus supported.

公开(公告)号：AU4426799A

公开(公告)日：2000-01-10

申请号：AU4426799

申请日：1999-06-07

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： KIKINIS DAN

IPC: G06F13/00 ,  G06Q10/10 ,  H04L12/58 ,  G06F15/16

Abstract: A method enables a single agent to respond to incoming emails as representing a plurality of different entities, using the following steps: (a) receiving an incoming email by an email application executing on a computerized appliance from a machine-readable medium; (b) preparing by an agent having access to the email application an outgoing email in response to the incoming email; (c) accessing a data table associating “send to” addresses of incoming emails with “from” addresses for outgoing emails; and (d) automatically entering for the outgoing email, by the email application, the “from” address associated with the “send to” address in the incoming email.

公开(公告)号：AU2667299A

公开(公告)日：1999-08-30

申请号：AU2667299

申请日：1999-02-10

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： KIKINIS DAN

IPC: H04M3/42 ,  H04L29/06 ,  H04M3/00 ,  H04M3/51 ,  H04M7/00 ,  H04M11/00 ,  H04Q3/64

Abstract: A computerized telephony bridge unit has a Data Network Telephony (DNT) Port and a Connection Oriented/Switched Telephony (COST) trunk port, each associated with circuitry for receiving a placing calls in the data format required by connected networks. The bridge unit further comprises conversion circuitry for converting data dynamically between network protocols compatible with each connected network. Control routines executable on the computerized bridge unit are adapted to receive a first call from one of the COST and DNT networks, to place a call associated with the received call on the network other than the network on which the call is received, and to dynamically convert data between a call connected at one port and a call connected at the other port. The data network can be the Internet, and the COST network can be any publicly or privately switched dedicated-connection-oriented telephone network. Association between calls between two otherwise incompatible networks can be by a locally-stored lookup table, by negotiation with a caller, or by retrieval of data from incoming calls. Methods for practicing the invention are taught in the disclosure.