公开(公告)号：AU1476700A

公开(公告)日：2000-06-05

申请号：AU1476700

申请日：1999-11-10

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： NEYMAN IGOR

IPC: H04L12/66 ,  H04M3/00 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M7/00 ,  H04Q3/00 ,  H04M11/06

Abstract: A hybrid IP backbone network spans geographic locations of two or more publicly-switched telephone networks and includes nodes with translation servers adapted to translate between data protocols compatible with the PSTNs and a data protocol compatible with the IP backbone network. Calls placed in one PSTN then may be routed to an IP node, translated to data-packet protocol, through the IP backbone to a second node having another translation server, and therethrough into another PSTN and thence to a final destination. In some embodiments data gateways and trunk gateways are also provided at and integrated with IP nodes in the IP backbone network.

公开(公告)号：AU1717700A

公开(公告)日：2000-05-29

申请号：AU1717700

申请日：1999-11-10

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： NEYMAN IGOR

IPC: H04L12/66 ,  H04L12/56 ,  H04L12/64 ,  H04M3/00 ,  H04M3/493 ,  H04M3/50 ,  H04M3/51 ,  H04M3/523 ,  H04M3/58 ,  H04M7/00 ,  H04M11/00 ,  H04Q3/00 ,  H04Q3/64 ,  H04L12/28 ,  H04L12/50

Abstract: An integrated telephony network includes both a connection-oriented switched telephony (COST) network and a data network telephony (DNT) network, the two networks connected by a dual-ported interactive voice response (IVR) server, the ports adapted to communicate with callers from each network, and a dual-ported translating bridge unit adapted to bi-directionally translate between the data protocols of the connected networks. Each network has at least one service control point (SCP) connected to the IVR, and calls received in either network are routed by connecting callers to the IVR for eliciting information from the caller, and then further routing either in the receiving network or over the translating bridge unit into and through the opposite network according to the information elicited from the caller. An SCP in the DNT network is implemented by connecting a computer-telephony integration (CTD) server to at least one IP router in the DNT. The DNT network may be the Internet and the COST network can be any publicly-switched telephone network.

公开(公告)号：AU4427299A

公开(公告)日：1999-12-30

申请号：AU4427299

申请日：1999-06-07

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： SHTIVELMAN YURI ,  MILOSLAVSKY ALEC ,  BONDARENKO OLEG ,  NEYMAN IGOR ,  GISBY DOUGLAS ,  CRONIN PAUL

IPC: G06Q10/10 ,  H04L12/58 ,  H04L29/06 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M3/533 ,  H04M7/00 ,  H04M7/12 ,  H04N7/14 ,  H04N7/15 ,  H04Q3/66 ,  H04M3/46 ,  H04M3/50 ,  H04Q3/64

Abstract: A queueing system in a call center is adapted to queue voice mails as well as live telephone calls. In a preferred embodiment the calls include both connection-oriented switched telephony (COST) calls and Data Network Telephony (DNT) calls. Callers are enabled to leave voice mail as an alternative to waiting, and records of the voice mails are queued, preferably in the same queue processing the live calls. In some embodiments the call center is enabled to process e-mails, video mails and facsimile messages as well as live calls and voice mail messages, and all types of multimedia communication can be queued in the same queue according to prestored routing rules and priority rules.