公开(公告)号：US09942399B2

公开(公告)日：2018-04-10

申请号：US14447598

申请日：2014-07-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Yi Chang ,  Robert Andrew Finan ,  Richard McCrossan ,  Brian Bischoff

IPC: H04M7/00 ,  H04M3/51

CPC classification number: H04M3/5175

Abstract: A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.

公开(公告)号：US09774739B2

公开(公告)日：2017-09-26

申请号：US14221202

申请日：2014-03-20

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Paul Segre ,  Gordon Bell ,  Brian Bischoff ,  Donald Huovinen ,  Herbert Willi Artur Ristock

IPC: G06F15/173 ,  H04M3/523 ,  H04L29/08

CPC classification number: H04M3/5232 ,  H04L67/1002 ,  H04M3/5237

Abstract: A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node. According to one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.

公开(公告)号：US09591137B2

公开(公告)日：2017-03-07

申请号：US13842208

申请日：2013-03-15

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Brian Bischoff ,  Gregg Kerlin ,  Henry Lum ,  Donald Huovinen ,  Tamal Islam ,  Terry Stocking

IPC: H04M1/64 ,  H04M3/51 ,  H04L29/06 ,  H04M3/00

CPC classification number: H04M3/5183 ,  H04L65/1006 ,  H04L65/1083 ,  H04L65/1096

Abstract: A system and method for providing contact center services in a hybrid operations environment. A first controller in a first operations environment is configured to receive a first message for establishing a media session, and transmit a request for media service. A media controller in a second operations environment is configured to provide media to a target device during the media session in response to the request; receive during the media session a second message from the first controller; and control the media based on the second message from the first controller.

Abstract translation: 一种用于在混合操作环境中提供联络中心服务的系统和方法。 第一操作环境中的第一控制器被配置为接收用于建立媒体会话的第一消息，并且传送媒体服务请求。 第二操作环境中的媒体控制器被配置为响应于该请求在媒体会话期间向目标设备提供媒体; 在所述媒体会话期间接收来自所述第一控制器的第二消息; 并且基于来自第一控制器的第二消息来控制媒体。

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。

公开(公告)号：US20140270142A1

公开(公告)日：2014-09-18

申请号：US14069328

申请日：2013-10-31

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Brian Bischoff ,  Donald Huovinen ,  Terry Stocking ,  David H. Anderson ,  Galina Kovalenko ,  Vyacheslav Sayko

IPC: H04M3/523

CPC classification number: H04M3/5237

Abstract: As system and method for dynamically selecting a dial plan includes a processor that detects a new telephony call placed by a contact center agent in a first operations environment. The processor automatically identifies a state of the contact center agent without the agent having to expressly enter digits into a telephony device. The state may identify whether the agent is logged in, a work state of the agent, and/or whether the agent is handling a call. The processor selects a dial plan based on the determined state, and transmits a message for routing the call based on the selected dial plan.

Abstract translation: 作为用于动态选择拨号计划的系统和方法包括处理器，其检测由第一操作环境中的联络中心代理放置的新电话呼叫。 处理器自动识别联络中心代理的状态，而代理商不必将数字明确输入电话设备。 状态可以标识代理是登录，代理的工作状态，和/或代理是否正在处理呼叫。 处理器基于确定的状态选择拨号计划，并且基于所选择的拨号计划发送用于路由呼叫的消息。