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    System and method for managing traffic bursts for a plurality of tenants
    11.
    发明授权
    System and method for managing traffic bursts for a plurality of tenants 有权
    用于管理多个租户的交通突发的系统和方法

    公开(公告)号：US09398158B2

    公开(公告)日：2016-07-19

    申请号：US14479244

    申请日：2014-09-05

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

    IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04M3/51 ,  H04L12/26 ,  H04M3/22 ,  H04L12/707 ,  H04L29/06

    CPC classification number: H04M3/5237 ,  H04L12/1827 ,  H04L43/04 ,  H04L43/0882 ,  H04L43/16 ,  H04L45/22 ,  H04L65/80 ,  H04M3/2227 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2203/406 ,  H04M2203/407

    Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.

    Abstract translation: 支持多个联络中心的系统包括耦合在专用网络（例如，MPLS网络）和远程计算环境（例如云​​环境）之间的通信网络。 远程计算环境中的服务器系统监视不同网段的健康状况（例如，通信网络和远程计算环境之间的连接的带宽，租户访问专用网络使用的链路的带宽等）。 当由于网段的健康状态参数达到阈值确定一个或多个联络中心的语音对话的服务质量处于风险时，触发适当的系统反应。 系统反应可能会将以后的呼叫卸载到对等远程计算环境中，以便将来呼叫。 系统反应也可以是取消出站活动，提供预先确定的“对不起”消息等。

    System and method for web-based real time communication with contact centers
    12.
    发明授权
    System and method for web-based real time communication with contact centers 有权
    与联络中心进行基于Web的实时通信的系统和方法

    公开(公告)号：US09112975B2

    公开(公告)日：2015-08-18

    申请号：US13669384

    申请日：2012-11-05

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Slava Sayko

    IPC: H04M3/00 ,  H04M5/00 ,  H04L12/66 ,  H04M3/51

    CPC classification number: H04M3/5191 ,  H04L65/1006 ,  H04L65/1069

    Abstract: A method for connecting a website user to a contact center agent includes: monitoring user interaction associated with the website user; receiving a call request via the website; identifying an agent or an interactive voice response based on the monitored user interaction; and establishing a communication channel supported by a web browser between the website user and the identified agent or the interactive voice response.

    Abstract translation: 用于将网站用户连接到联络中心代理的方法包括：监视与网站用户相关联的用户交互; 通过网站接收呼叫请求; 基于所监视的用户交互来识别代理或交互式语音响应; 以及在网站用户和所识别的代理或交互式语音响应之间建立由网络浏览器支持的通信信道。

    System and method for managing traffic bursts on a per tenant basis
    15.
    发明授权
    System and method for managing traffic bursts on a per tenant basis 有权
    用于每个租户管理流量突发的系统和方法

    公开(公告)号：US09143616B2

    公开(公告)日：2015-09-22

    申请号：US13668200

    申请日：2012-11-02

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

    IPC: G06F15/173 ,  H04Q11/00 ,  H04M3/523 ,  H04M3/51 ,  H04L12/26 ,  H04M3/22

    CPC classification number: H04M3/5237 ,  H04L12/1827 ,  H04L43/04 ,  H04L43/0882 ,  H04L43/16 ,  H04L45/22 ,  H04L65/80 ,  H04M3/2227 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2203/406 ,  H04M2203/407

    Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.

    Abstract translation: 支持多个联络中心的系统包括耦合在专用网络（例如，MPLS网络）和远程计算环境（例如云​​环境）之间的通信网络。 远程计算环境中的服务器系统监视不同网段的健康状况（例如，通信网络和远程计算环境之间的连接的带宽，租户访问专用网络使用的链路的带宽等）。 当由于网段的健康状态参数达到阈值确定一个或多个联络中心的语音对话的服务质量处于风险时，触发适当的系统反应。 系统反应可能会将以后的呼叫卸载到对等远程计算环境中，以便将来呼叫。 系统反应也可以是取消出站活动，提供预先确定的“对不起”消息等。

    SYSTEM AND METHOD FOR MANAGING TRAFFIC BURSTS FOR A PLURALITY OF TENANTS
    16.
    发明申请
    SYSTEM AND METHOD FOR MANAGING TRAFFIC BURSTS FOR A PLURALITY OF TENANTS 有权
    管理多样化的交通工具的系统和方法

    公开(公告)号：US20140376382A1

    公开(公告)日：2014-12-25

    申请号：US14479244

    申请日：2014-09-05

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

    IPC: H04M3/523 ,  H04M3/22 ,  H04M3/51

    CPC classification number: H04M3/5237 ,  H04L12/1827 ,  H04L43/04 ,  H04L43/0882 ,  H04L43/16 ,  H04L45/22 ,  H04L65/80 ,  H04M3/2227 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2203/406 ,  H04M2203/407

    Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.

    Abstract translation: 支持多个联络中心的系统包括耦合在专用网络（例如，MPLS网络）和远程计算环境（例如云​​环境）之间的通信网络。 远程计算环境中的服务器系统监视不同网段的健康状况（例如，通信网络和远程计算环境之间的连接的带宽，租户访问专用网络使用的链路的带宽等）。 当由于网段的健康状态参数达到阈值确定一个或多个联络中心的语音对话的服务质量处于风险时，触发适当的系统反应。 系统反应可能会将以后的呼叫卸载到对等远程计算环境中，以便将来呼叫。 系统反应也可以是取消出站活动，提供预先确定的“对不起”消息等。

    System and method for managing traffic bursts for a plurality of tenants
    17.
    发明授权
    System and method for managing traffic bursts for a plurality of tenants 有权
    用于管理多个租户的交通突发的系统和方法

    公开(公告)号：US08879712B2

    公开(公告)日：2014-11-04

    申请号：US13668175

    申请日：2012-11-02

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

    IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04L12/26

    CPC classification number: H04M3/5237 ,  H04L12/1827 ,  H04L43/04 ,  H04L43/0882 ,  H04L43/16 ,  H04L45/22 ,  H04L65/80 ,  H04M3/2227 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2203/406 ,  H04M2203/407

    Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.

    Abstract translation: 支持多个联络中心的系统包括耦合在专用网络（例如，MPLS网络）和远程计算环境（例如云​​环境）之间的通信网络。 远程计算环境中的服务器系统监视不同网段的健康状况（例如，通信网络和远程计算环境之间的连接的带宽，租户访问专用网络使用的链路的带宽等）。 当由于网段的健康状态参数达到阈值确定一个或多个联络中心的语音对话的服务质量处于风险时，触发适当的系统反应。 系统反应可能会将以后的呼叫卸载到对等远程计算环境中，以便将来呼叫。 系统反应也可以是取消出站活动，提供预先确定的“对不起”消息等。

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