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    System and method for transmitting signaling and media from a hybrid contact center operations environment
    11.
    发明授权
    System and method for transmitting signaling and media from a hybrid contact center operations environment 有权

    公开(公告)号：US10277741B2

    公开(公告)日：2019-04-30

    申请号：US13843737

    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: H04M1/24 ,  H04M3/523

    Abstract: A system and method for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment. A controller in the first operations environment receives information on a call involving an end user device. A first media service is provided during a first portion of the call, and second media service is provided during a second portion of the call. The providing of the first media service includes transmitting by the controller a request for the first media service to a first media resource in the second operations environment. The first media resource transmits first media to the end user device in response. The providing of the second media service includes transmitting by the controller a request for the second media service to a second media resource in the first operations environment. The second media resource transmits second media to the end user device in response.

    System and method for handling resource failure in a hybrid contact center operations environment
    12.
    发明授权
    System and method for handling resource failure in a hybrid contact center operations environment 有权
    在混合联络中心操作环境中处理资源故障的系统和方法

    公开(公告)号：US09559939B2

    公开(公告)日：2017-01-31

    申请号：US13843238

    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: G01R31/08 ,  H04L12/707 ,  H04L12/703

    CPC classification number: H04L45/22 ,  H04L45/28

    Abstract: A system for providing failover capabilities in a hybrid operations environment including a first operations environment and a second operations environment includes a first controller in a first operations environment configured to receive registration information for an agent device, and a second controller in a second operations environment configured to receive the registration information from the first controller. The first controller is a stand-by controller and the second controller is a primary controller. In response to determining that the second controller is not available for routing an inbound call, a media gateway is configured to transmit a request to the first controller in the first operations environment for routing the call to the agent device.

    Abstract translation: 一种用于在包括第一操作环境和第二操作环境的混合操作环境中提供故障转移功能的系统包括：第一操作环境中的第一控制器，被配置为接收代理设备的注册信息，以及配置在第二操作环境中的第二控制器 从第一控制器接收注册信息。 第一控制器是备用控制器，第二控制器是主控制器。 响应于确定第二控制器不可用于路由入站呼叫，媒体网关被配置为在第一操作环境中向第一控制器发送请求以将呼叫路由到代理设备。

    SYSTEM AND METHOD FOR WEB-BASED REAL TIME COMMUNICATION WITH OPTIMIZED TRANSCODING
    15.
    发明申请
    SYSTEM AND METHOD FOR WEB-BASED REAL TIME COMMUNICATION WITH OPTIMIZED TRANSCODING 有权
    用于基于WEB的实时通信系统和方法与优化的传输

    公开(公告)号：US20140126715A1

    公开(公告)日：2014-05-08

    申请号：US13956271

    申请日：2013-07-31

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Henry Lum ,  Anthony Lam ,  Vyacheslav Sayko

    IPC: H04M3/523

    CPC classification number: H04M3/5191 ,  H04L65/1069 ,  H04L65/601 ,  H04M3/5133 ,  H04M3/5183 ,  H04M3/523

    Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.

    Abstract translation: 提供了一种系统和方法，以允许Web浏览器应用和联络中心资源之间的实时通信，其中由双方支持的媒体编解码器可能不同。 处理器被配置为桥接在浏览器和联络中心资源之间交换的媒体。 在桥接媒体时，处理器基于针对web浏览器应用的媒体的第一媒体编解码器对媒体进行转码，并且基于针对来自联系中心资源的媒体的第二媒体编解码器进一步对媒体进行转码。

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