公开(公告)号：US20140079207A1

公开(公告)日：2014-03-20

申请号：US14025810

申请日：2013-09-12

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vyacheslav Zhakov ,  Petr Makagon ,  Herbert Willi Artur Ristock

IPC: G06Q10/06 ,  H04M3/51

CPC classification number: H04M3/5175 ,  G06F9/45558 ,  G06F2009/4557 ,  G06F2009/45575 ,  G06Q10/0631 ,  H04M3/51 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/355 ,  H04M2203/402 ,  H04M2203/408

Abstract: A system and method for dynamically scaling up or down, resources of a contact center tenant, based on detected or predicted demands on the contact center tenant. A processor monitors and collects contact center operation data. The processor detects, in response to the monitoring, a condition relating to the operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition. Health of a particular deployment may also be monitored to learn over time which deployments are healthy for which conditions. If a current deployment is deemed to be unhealthy, the processor may take action to move the contact center to a healthy state.

Abstract translation: 根据对联络中心租户的检测或预测要求，动态地扩大或缩小联络中心租户的资源的系统和方法。 处理器监视和收集联络中心操作数据。 处理器响应于监视而检测与联络中心的操作有关的状况。 处理器基于检测到的条件动态地调整联络中心的至少一个硬件或软件资源。 还可以监视特定部署的健康状况，以便随时间了解哪些部署对于哪些条件是健康的。 如果当前的部署被认为是不健康的，则处理器可以采取行动将联络中心移动到健康状态。

公开(公告)号：US20130295999A1

公开(公告)日：2013-11-07

申请号：US13502511

申请日：2010-12-20

Applicant: Jialiang Wang ,  Kan Zhang ,  Yang Zhao ,  Haichao Xie

Inventor： Jialiang Wang ,  Kan Zhang ,  Yang Zhao ,  Haichao Xie

IPC: H04W4/16

CPC classification number: H04M3/4931 ,  H04M1/274508 ,  H04M1/27455 ,  H04M1/274558 ,  H04M1/274583 ,  H04M3/44 ,  H04M2201/54 ,  H04M2242/15 ,  H04M2242/22 ,  H04M2250/60 ,  H04M2250/70 ,  H04W4/022 ,  H04W4/023 ,  H04W4/16

Abstract: Systems and methods consistent with the invention relate to automated business and service dialing. According to one exemplary embodiment, a business dialing system is disclosed. The system includes a memory configured to store a plurality of business objects containing phone numbers corresponding to a plurality of business entities. The system further includes a user input device configured to detect key presses. The system also includes a processor coupled to the user input device and the memory. The processor is configured to generate a key sequence and a number sequence based on the detected key presses. The processor is further configured to search the memory for business objects corresponding to the key sequence. The system further includes a display device configured to display the number sequence and the business objects. The user input interface is further configured to detect a selection of a business object, among the business objects, or a dial command. The processor is configured to perform an action associated with the selected business object if the selection of the business object is detected, and dial the number sequence as a phone number if the dial command is detected.

Abstract translation: 与本发明一致的系统和方法涉及自动商业和服务拨号。 根据一个示例性实施例，公开了一种商务拨号系统。 该系统包括被配置为存储包含对应于多个业务实体的电话号码的多个业务对象的存储器。 该系统还包括被配置为检测按键的用户输入装置。 该系统还包括耦合到用户输入设备和存储器的处理器。 处理器被配置为基于检测到的按键生成键序列和数字序列。 处理器还被配置为搜索对应于该键序列的业务对象的存储器。 该系统还包括被配置为显示数字序列和业务对象的显示设备。 用户输入接口还被配置为检测业务对象，业务对象中的选择或拨号命令。 如果检测到业务对象的选择，则处理器被配置为执行与所选择的业务对象相关联的动作，并且如果检测到拨号命令，则将该号码序列作为电话号码拨打。

公开(公告)号：US07227942B2

公开(公告)日：2007-06-05

申请号：US11221705

申请日：2005-09-09

Applicant: Ajay P. Deo ,  Kelvin R. Porter ,  Henry Wang

Inventor： Ajay P. Deo ,  Kelvin R. Porter ,  Henry Wang

IPC: H04M7/00 ,  G06F9/44

CPC classification number: H04M15/00 ,  H04M3/42136 ,  H04M3/4228 ,  H04M15/90 ,  H04M2201/54 ,  H04M2203/052 ,  H04M2207/12 ,  H04M2215/016 ,  H04Q3/0029 ,  H04Q3/0037

Abstract: System and methodology for providing real-time call processing services received at a switch in an intelligent network having one or more service nodes having originating switches for receiving a call event. The system includes a platform-independent communication system for enabling communication between object instances executing at service nodes in the intelligent network. An operating system agent object instance executing in an execution environment associated with an originating switch communicates call origination information corresponding to a call event received at the switch to one or more object instances executing in an execution environment provided at a service node in the network; the object instances including a line object instance for maintaining the state of a communications line associated with a call origination, and, a service object implementing methods for performing a service according to a customer request. A first database storage device accessible by the service object provides call routing information according to a customer's subscription. A second database storage device is accessible by the service object to provide a corresponding terminating switch location address at a node in the network for the call based on the retrieved call routing information. The platform-independent communication system communicates call routing commands between the service object and at least the line object instance, for enabling call connection between originating and terminating switches independent of their location in the network.

Abstract translation: 用于提供在具有一个或多个具有用于接收呼叫事件的起始交换机的服务节点的智能网络中的交换机处接收的实时呼叫处理服务的系统和方法。 该系统包括平台无关的通信系统，用于实现在智能网络中的服务节点处执行的对象实例之间的通信。 在与始发交换机相关联的执行环境中执行的操作系统代理对象实例将与在交换机处接收到的呼叫事件相对应的呼叫发起信息传送到在网络中的服务节点处提供的执行环境中执行的一个或多个对象实例; 所述对象实例包括用于维护与呼叫发起相关联的通信线路的状态的线路对象实例，以及实现根据客户请求执行服务的方法的服务对象。 可由服务对象访问的第一数据库存储设备根据客户的订阅提供呼叫路由信息。 第二数据库存储设备可由服务对象访问，以基于所检索的呼叫路由信息在呼叫的网络中的节点处提供对应的终止交换机位置地址。 独立于平台的通信系统在服务对象和至少线路对象实例之间传送呼叫路由命令，用于在始发和终止交换机之间启用独立于网络中的位置的呼叫连接。

公开(公告)号：US07046778B2

公开(公告)日：2006-05-16

申请号：US09823938

申请日：2001-03-30

Applicant: Robert Martin ,  Cathy Tio

Inventor： Robert Martin ,  Cathy Tio

IPC: H04M3/42 ,  H04M3/00 ,  G06F15/16

CPC classification number: H04M3/42 ,  H04L2012/5618 ,  H04L2012/563 ,  H04M3/42127 ,  H04M3/42153 ,  H04M3/4217 ,  H04M3/4228 ,  H04M3/428 ,  H04M3/48 ,  H04M3/56 ,  H04M7/006 ,  H04M7/126 ,  H04M7/129 ,  H04M2201/54 ,  H04M2207/203 ,  H04Q3/0041 ,  H04Q3/0045 ,  H04Q3/0054 ,  H04Q2213/13003 ,  H04Q2213/1305 ,  H04Q2213/13091 ,  H04Q2213/13097 ,  H04Q2213/13102 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/1313 ,  H04Q2213/1315 ,  H04Q2213/13156 ,  H04Q2213/13175 ,  H04Q2213/13176 ,  H04Q2213/13204 ,  H04Q2213/1324 ,  H04Q2213/1329 ,  H04Q2213/13298 ,  H04Q2213/13345 ,  H04Q2213/13389 ,  H04Q2213/13405 ,  H04Q2213/13512

Abstract: The present invention relates to methods and system for providing telecommunications services, such as call waiting, three-way call, and automatic recall, utilizing a plurality of state machines. Logic specifications define a set of states for each state machine. Each state in turn defines at least one action to be performed in response to a signal received by the state machine. The logic specification for each state machine can be stored, for example, in a textual format in a mark up language, such as HTML, XML, or or other markup language. A compiled representation of the logic specification is generated. Further, a context object tracks a current state of the telecommunication service. The context object accesses the compiled representation in response to an event, e.g., a call progress event, in order to effect a state transition and/or perform an action with respect to the telecommunication service.

公开(公告)号：US06954525B2

公开(公告)日：2005-10-11

申请号：US10613879

申请日：2003-07-03

Applicant: Ajay P. Deo ,  Kelvin R. Porter ,  Henry Wang

Inventor： Ajay P. Deo ,  Kelvin R. Porter ,  Henry Wang

IPC: H04M3/42 ,  H04M15/00 ,  H04Q3/00 ,  H04M7/00 ,  G06F9/44

CPC classification number: H04M15/00 ,  H04M3/42136 ,  H04M3/4228 ,  H04M15/90 ,  H04M2201/54 ,  H04M2203/052 ,  H04M2207/12 ,  H04M2215/016 ,  H04Q3/0029 ,  H04Q3/0037

Abstract: System and methodology for providing real-time call processing services received at a switch in an intelligent network having one or more service nodes having originating switches for receiving a call event. The system includes a platform-independent communication system for enabling communication between object instances executing at service nodes in the intelligent network. An operating system agent object instance executing in an execution environment associated with an originating switch communicates call origination information corresponding to a call event received at the switch to one or more object instances executing in an execution environment provided at a service node in the network; the object instances including a line object instance for maintaining the state of a communications line associated with a call origination, and, a service object implementing methods for performing a service according to a customer request. A first database storage device accessible by the service object provides call routing information according to a customer's subscription. A second database storage device is accessible by the service object to provide a corresponding terminating switch location address at a node in the network for the call based on the retrieved call routing information. The platform-independent communication system communicates call routing commands between the service object and at least the line object instance, for enabling call connection between originating and terminating switches independent of their location in the network.

Abstract translation: 用于提供在具有一个或多个具有用于接收呼叫事件的起始交换机的服务节点的智能网络中的交换机处接收的实时呼叫处理服务的系统和方法。 该系统包括平台无关的通信系统，用于实现在智能网络中的服务节点处执行的对象实例之间的通信。 在与始发交换机相关联的执行环境中执行的操作系统代理对象实例将与在交换机处接收到的呼叫事件相对应的呼叫发起信息传送到在网络中的服务节点处提供的执行环境中执行的一个或多个对象实例; 所述对象实例包括用于维护与呼叫发起相关联的通信线路的状态的线路对象实例，以及实现根据客户请求执行服务的方法的服务对象。 可由服务对象访问的第一数据库存储设备根据客户的订阅提供呼叫路由信息。 第二数据库存储设备可由服务对象访问，以基于所检索的呼叫路由信息在呼叫的网络中的节点处提供对应的终止交换机位置地址。 独立于平台的通信系统在服务对象和至少线路对象实例之间传送呼叫路由命令，用于在始发和终止交换机之间启用独立于网络中的位置的呼叫连接。

公开(公告)号：US20040199642A1

公开(公告)日：2004-10-07

申请号：US10483573

申请日：2004-01-12

Inventor： Eric Tremblay ,  Alexandre Charest

IPC: G06F015/16

CPC classification number: H04L65/1083 ,  H04L29/06027 ,  H04L65/1006 ,  H04L65/1069 ,  H04L65/1096 ,  H04L67/14 ,  H04L69/16 ,  H04M7/006 ,  H04M2201/54

Abstract: This invention concerns architecture for a SIP stack that enables the addition or removal of new services without this having any impact on the other part of the stack. The user agent class contains sessions, the session class contain transactions and service implementations, while the transaction class simply contains service implementations. The user-agent class is programmed to retrieve session service implementations from the application and to attach them to session instances. The session class is programmed to receive transaction service implementations from the application, via the user agent class and to attach them to transaction instances. The proposed architecture allows an application to simultaneously support more than one version of a specific service. Added benefits also include making the customization process of these services quite easy.

Abstract translation: 本发明涉及用于SIP堆栈的架构，其能够添加或移除新服务，而不会对堆栈的其他部分产生任何影响。 用户代理类包含会话，会话类包含事务和服务实现，而事务类只包含服务实现。 用户代理类被编程为从应用程序检索会话服务实现，并将它们附加到会话实例。 会话类被编程为通过用户代理类从应用程序接收事务服务实现，并将它们附加到事务实例。 所提出的架构允许应用程序同时支持多个版本的特定服务。 增加的好处还包括使这些服务的定制过程非常简单。

公开(公告)号：US20020083166A1

公开(公告)日：2002-06-27

申请号：US10026850

申请日：2001-12-19

Applicant: WorldCom, Inc.

Inventor： Andrew Dugan ,  Allen Holmes ,  Kelvin R. Porteer ,  Terence A. Robb

IPC: G06F015/16 ,  G06F015/173

CPC classification number: H04M15/90 ,  H04M3/2263 ,  H04M3/42136 ,  H04M3/4228 ,  H04M15/00 ,  H04M2201/54 ,  H04M2203/052 ,  H04M2207/12 ,  H04M2215/016 ,  H04Q3/0029 ,  H04Q3/0037 ,  H04Q3/0058

Abstract: A resource management system for an intelligent communications network having one or more distributed service nodes, each service node for providing services relating to an event received at a network resource associated with a service node. The system comprising a first processing tier comprising one or more local execution environments located at a node, each execution environment including a mechanism for instantiating one or more service objects capable of performing event services at a first local execution environment, and, for generating status information relating to executing service objects; and, a second processing tier associated with a service node and including a system processor for tracking status and availability of service objects and local execution environments. Upon receipt of service requests, the system processor communicates with the first processing tier for receiving the status information and initiating service object instantiation in the one or more local execution environments in the first processing tier at the node based upon the status and availability information of the requested service object.

Abstract translation: 一种用于具有一个或多个分布式服务节点的智能通信网络的资源管理系统，每个服务节点用于提供与在与服务节点相关联的网络资源处接收的事件相关的服务。 该系统包括包括位于节点处的一个或多个本地执行环境的第一处理层，每个执行环境包括用于实例化能够在第一本地执行环境执行事件服务的一个或多个服务对象的机制，以及用于生成状态信息 涉及执行服务对象; 以及与服务节点相关联并包括用于跟踪服务对象的状态和可用性以及本地执行环境的系统处理器的第二处理层。 在接收到服务请求时，系统处理器与第一处理层进行通信，用于在节点处的第一处理层中的一个或多个本地执行环境中基于状态信息和可用性信息来接收状态信息并发起服务对象实例化 请求的服务对象。