公开(公告)号：US20160036980A1

公开(公告)日：2016-02-04

申请号：US14445646

申请日：2014-07-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Yochai Konig ,  Vyacheslav Zhakov ,  Vyacheslav Sayko ,  Eric Tamblyn

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

CPC classification number: H04M3/5166 ,  H04M3/2236 ,  H04M3/5183 ,  H04M2203/2061

Abstract: A system and method include a processor and a memory, where the memory stores instructions, which when executed by the processor, causes the processor to determine whether a session is hard-to-understand. When the session is hard-to-understand the processor provides an adjustment for the session.

Abstract translation: 系统和方法包括处理器和存储器，其中存储器存储指令，当处理器执行时，指令使处理器确定会话是否难以理解。 当会话难以理解时，处理器为会话提供调整。

公开(公告)号：US10154143B2

公开(公告)日：2018-12-11

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: H04M3/00 ,  H04M3/523 ,  H04M11/00

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.

公开(公告)号：US20140379936A1

公开(公告)日：2014-12-25

申请号：US14477792

申请日：2014-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Nikolay Anisimov ,  Vyacheslav Sayko ,  Vitaliy Teryoshin

IPC: H04L12/721

CPC classification number: H04L65/1043 ,  H04L45/34 ,  H04L65/1096

Abstract: An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.

Abstract translation: 交互路由器包括执行存储在机器可读介质上的路由引擎的计算机化服务器，服务器处接收来自交互切换元件的信息的接口，关于在要路由的交换元件上接收到的交互的信息， 服务器到广域网（WAN），路由引擎的功能是判断是否进行一个或多个业务逻辑确定以选择用于交互的路由目的地，以及用于控制交换机以路由交互的功能。 如果要进行一个或多个业务逻辑确定，则路由引擎通过WAN从远程服务器请求业务逻辑确定，并且在从远程服务器接收到确定后，使用将控制切换元件的确定 路由互动。

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。

公开(公告)号：US10181974B2

公开(公告)日：2019-01-15

申请号：US13844190

申请日：2013-03-15

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Philippe Rais ,  Vyacheslav Sayko ,  Alexander Tikin ,  Grygoriy Budilovsky

IPC: G06F9/50 ,  H04M3/42 ,  H04M3/51 ,  G06F17/27 ,  G06Q10/06 ,  H04L12/24 ,  H04L29/06 ,  H04L29/08 ,  H04L29/12 ,  H04M3/523 ,  H04L12/721

Abstract: A method for reserving agents for handling calls in a distributed contact center environment. A first module identifies, through interactions with other modules, an agent suitable for handling the call. A second module executes a hash function to identify a third module responsible for the agent, makes a request to the third module, to reserve the agent, and routes the call to the third module if the request is granted.

公开(公告)号：US09648169B2

公开(公告)日：2017-05-09

申请号：US14960219

申请日：2015-12-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Henry Lum ,  Anthony Lam ,  Vyacheslav Sayko

IPC: H04M3/00 ,  H04M5/00 ,  H04L12/66 ,  H04M3/523 ,  H04M3/51 ,  H04L29/06

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.

公开(公告)号：US20160165051A1

公开(公告)日：2016-06-09

申请号：US14960219

申请日：2015-12-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Henry Lum ,  Anthony Lam ,  Vyacheslav Sayko

IPC: H04M3/51 ,  H04M3/523 ,  H04L29/06

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.

公开(公告)号：US20150063557A1

公开(公告)日：2015-03-05

申请号：US14477824

申请日：2014-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Henry Lum ,  Anthony Lam ,  Vyacheslav Sayko

IPC: H04M3/51

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。

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。