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    HYBRID CLOUD ARCHITECTURE WITH OPTIMIZED LOCAL DELIVERY
    6.
    发明申请
    HYBRID CLOUD ARCHITECTURE WITH OPTIMIZED LOCAL DELIVERY 有权
    混合云建筑与优化的本地交付

    公开(公告)号：US20140280720A1

    公开(公告)日：2014-09-18

    申请号：US14069336

    申请日：2013-10-31

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Brian Bischoff ,  Gregg Kerlin ,  Henry R. Lum ,  Donald Huovinen ,  Tamal Islam ,  Terry Stocking ,  David H. Anderson ,  Galina Kovalenko ,  Bernard Bretherton ,  Vyacheslav Sayko

    IPC: H04L29/08

    CPC classification number: H04M3/5237 ,  G06F9/5072 ,  H04L65/1006 ,  H04L65/1036 ,  H04L65/1046 ,  H04L65/1069 ,  H04L65/1073 ,  H04M3/42008 ,  H04M3/42221

    Abstract: A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.

    Abstract translation: 用于在混合操作环境中优化呈现联络中心服务的系统和方法。 第一操作环境中的处理器接收由与联络中心服务有关的第一联络中心资源发送的消息。 该消息由耦合到与第一操作环境不同的第二操作环境的边缘设备转发到处理器。 边缘设备被配置为隐藏联系中心资源的位置的消息标识。 尽管如此隐藏，处理器基于处理器从消息中获取的标识信息来识别第一联络中心资源的位置。 处理器基于用于提供联络中心服务的第一联络中心资源的确定位置来选择第二联络中心资源。

    System to deploy a disaster-proof geographically-distributed call center
    7.
    发明授权
    System to deploy a disaster-proof geographically-distributed call center 有权

    公开(公告)号：US10348893B2

    公开(公告)日：2019-07-09

    申请号：US15853088

    申请日：2017-12-22

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Victor Kolesov ,  Bernard Bretherton ,  Galina Kovalenko

    IPC: H04M3/51 ,  H04L29/06

    Abstract: A redundant Session Initiation Protocol (SIP) call center system has two data centers each having a first and a second SIP server cooperating as a first SIP-server high availability (HA) pair, a set of SW applications executable at each data center, and a plurality of agent stations each comprising a SIP telephone and a computerized appliance executing a desktop application at each agent station. The HA pairs operate as SIP server peers, the agent SIP phones are configured to maintain simultaneous registration with both SIP server peers, and Agent Desktop applications log in to only one SIP server peer, wherein the SIP Server peers collaborate to deliver calls to individual agent SIP phones via the SIP server peer where the agent is logged in, and wherein, upon failure of either data center agent's desktop applications log in to the other data center, allowing the associated agent to continue working.

    SYSTEM TO DEPLOY A DISASTER-PROOF GEOGRAPHICALLY-DISTRIBUTED CALL CENTER
    8.
    发明申请
    SYSTEM TO DEPLOY A DISASTER-PROOF GEOGRAPHICALLY-DISTRIBUTED CALL CENTER 有权
    部署防灾地理分布式呼叫中心的系统

    公开(公告)号：US20160028888A1

    公开(公告)日：2016-01-28

    申请号：US14875252

    申请日：2015-10-05

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Victor Kolesov ,  Bernard Bretherton ,  Galina Kovalenko

    IPC: H04M3/51 ,  H04L29/06

    CPC classification number: H04M3/5125 ,  H04L65/1006 ,  H04L65/105 ,  H04L65/1073 ,  H04L65/80 ,  H04M3/5175 ,  H04M3/5191 ,  H04M2203/402

    Abstract: A redundant Session Initiation Protocol (SIP) call center system has two data centers each having a first and a second SIP server cooperating as a first SIP-server high availability (HA) pair, a set of SW applications executable at each data center, and a plurality of agent stations each comprising a SIP telephone and a computerized appliance executing a desktop application at each agent station. The HA pairs operate as SIP server peers, the agent SIP phones are configured to maintain simultaneous registration with both SIP server peers, and Agent Desktop applications log in to only one SIP server peer, wherein the SIP Server peers collaborate to deliver calls to individual agent SIP phones via the SIP server peer where the agent is logged in, and wherein, upon failure of either data center agent's desktop applications log in to the other data center, allowing the associated agent to continue working.

    Abstract translation: 冗余会话发起协议（SIP）呼叫中心系统具有两个数据中心，每个数据中心具有协作作为第一SIP服务器高可用性（HA）对的第一和第二SIP服务器，在每个数据中心可执行的一组SW应用，以及 每个代理站包括SIP电话和在每个代理站处执行桌面应用的计算机化设备。 HA对作为SIP服务器对等体运行，代理SIP电话被配置为保持与两个SIP服务器对等体的同时注册，并且Agent Desktop应用程序仅登录到一个SIP服务器对等体，其中SIP服务器对等体协作以向个人代理发送呼叫 SIP电话通过代理登录的SIP服务器对等体，并且其中，在数据中心代理的桌面应用程序失败之后登录到其他数据中心，允许相关联的代理继续工作。

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