公开(公告)号：US20150378561A1

公开(公告)日：2015-12-31

申请号：US14320502

申请日：2014-06-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： David Ollinger ,  Henry Lum ,  Anthony Lam

IPC: G06F3/0484 ,  G06F17/30 ,  G06F3/0481

CPC classification number: G06Q30/016 ,  G06Q10/06398

Abstract: In a system for recording agent interactions, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: initiate a screen recording session on an electronic device; receive a plurality of media communications during the screen recording session; generate a plurality of images of the screen recording session, each of the images corresponding to one of the media communications; and display at least one of the images in a playback user interface.

Abstract translation: 在用于记录代理交互的系统中，该系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器存储有指令，所述指令在由所述处理器执行时使所述处理器：在电子设备上发起屏幕记录会话; 在屏幕记录会话期间接收多个媒体通信; 生成屏幕记录会话的多个图像，每个图像对应于媒体通信之一; 并且在回放用户界面中显示至少一个图像。

公开(公告)号：US10455081B2

公开(公告)日：2019-10-22

申请号：US15896026

申请日：2018-02-13

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Eric Tamblyn ,  Henry Lum ,  Vladimir Filonov ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC: H04K1/00 ,  H04M3/28 ,  H04L29/06 ,  H04M3/22 ,  H04M3/51 ,  H04M1/656 ,  H04M3/42 ,  H04Q3/00 ,  H04L9/08 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20

Abstract: A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.

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：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：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：US09049197B2

公开(公告)日：2015-06-02

申请号：US14015960

申请日：2013-08-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Henry Lum ,  Vladimir Filonov ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC: H04M15/00 ,  H04M1/24 ,  H04M3/08 ,  H04M3/22 ,  H04L29/06 ,  H04M1/656 ,  H04M3/42 ,  H04M3/51 ,  H04L9/08

CPC classification number: H04M3/28 ,  H04L9/0819 ,  H04L9/0822 ,  H04L65/1006 ,  H04L65/104 ,  H04L65/105 ,  H04L65/1063 ,  H04L65/1076 ,  H04L65/605 ,  H04L2209/24 ,  H04M1/656 ,  H04M3/22 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42348 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M2203/551 ,  H04M2203/609 ,  H04Q3/00 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20

Abstract: A system and method for handling call recording failures for a contact center. A processor receives information on a first media controller currently assigned to a telephony call. The first media controller bridges a first media path between the first and second communication devices and records, into a storage device, media exchanged in the first media path during the telephony call. The processor detects failure of the first media controller during the telephony call, where the failure of the first media controller tears down the first media path. In response to detecting the failure, the processor bridges a second media path between the first and second communication devices until a second media controller is identified. In response to the second media controller being identified, the second media controller is signaled to bridge and record media exchanged during the telephony call.

Abstract translation: 用于处理联络中心的呼叫记录故障的系统和方法。 处理器在当前分配给电话呼叫的第一媒体控制器上接收信息。 第一媒体控制器在第一和第二通信设备之间桥接第一媒体路径，并且在电话呼叫期间将在第一媒体路径中交换的媒体记录到存储设备中。 处理器检测电话呼叫期间第一媒体控制器的故障，其中第一媒体控制器的故障撕裂第一媒体路径。 响应于检测到故障，处理器在第一和第二通信设备之间桥接第二媒体路径，直到识别出第二媒体控制器。 响应于被识别的第二媒体控制器，第二媒体控制器用信号通知桥接和记录在电话呼叫期间交换的媒体。

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。