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    GRAPHICAL USER INTERFACE FOR CONFIGURING CONTACT CENTER ROUTING STRATEGIES
    2.
    发明申请
    GRAPHICAL USER INTERFACE FOR CONFIGURING CONTACT CENTER ROUTING STRATEGIES 有权
    用于配置联络中心路由策略的图形用户界面

    公开(公告)号：US20140177819A1

    公开(公告)日：2014-06-26

    申请号：US14086933

    申请日：2013-11-21

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Leonid Vymenets ,  David Beilis ,  Michael Davies ,  Aaron Surty ,  Vyacheslav Zhakov ,  Adrian Lee-Kwen

    IPC: H04M3/523

    CPC classification number: H04M3/5175 ,  H04M3/42161 ,  H04M3/5183 ,  H04M2201/42 ,  H04M2203/158 ,  H04M2203/355 ,  H04M2203/408

    Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

    Abstract translation: 一种用于通过图形用户界面为联络中心组成路由策略的系统和方法。 图形用户界面提供多个可选块和用于组合多个块中的选定块的工作空间。 多个块中的每个块与用于管理与联络中心的交互的逻辑相关联。 处理器接收相对于工作空间区域中的其他块的块中的一个的标识和工作空间区域中的位置的标识，并将识别的块放置在所识别的位置。 处理器基于工作空间区域中的块和工作区域中相对于彼此的块的位置来生成路由策略。 处理器还将工作区域中的块的布局存储为路由策略的路由图。 处理器根据激活的路由策略激活用于管理入站交互的路由策略。

    SYSTEM AND METHOD FOR DYNAMIC CALL DIVERSION
    6.
    发明申请
    SYSTEM AND METHOD FOR DYNAMIC CALL DIVERSION 有权
    用于动态呼叫分析的系统和方法

    公开(公告)号：US20170034353A1

    公开(公告)日：2017-02-02

    申请号：US14812607

    申请日：2015-07-29

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Cliff Bell ,  Daniel Stoops ,  Sergey Fedorov ,  Herbert Ristock ,  David Beilis ,  Adrian Lee-Kwen

    IPC: H04M3/523 ,  H04M3/51 ,  H04L29/06 ,  H04W4/14 ,  H04W12/06

    CPC classification number: H04M3/5235 ,  H04L63/0853 ,  H04M3/5166 ,  H04M3/5191 ,  H04M2203/2038 ,  H04M2203/6081 ,  H04M2203/651 ,  H04W4/14 ,  H04W12/06

    Abstract: A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.

    Abstract translation: 系统包括联络中心，以提供客户与联络中心的代理工作站之间的交互。 联络中心网络将来自移动设备的呼叫连接到交互式语音应答应用。 移动互动平台从移动设备收集认证信息，以使用移动设备认证客户。 短消息服务平台发送链接以将移动设备连接到移动应用。 移动参与服务器基于收集的认证信息来认证用于移动应用的移动设备的客户。

    METHOD FOR SIMULATING SCREEN SHARING FOR MULTIPLE APPLICATIONS RUNNING CONCURRENTLY ON A MOBILE PLATFORM
    7.
    发明申请
    METHOD FOR SIMULATING SCREEN SHARING FOR MULTIPLE APPLICATIONS RUNNING CONCURRENTLY ON A MOBILE PLATFORM 有权
    用于模拟多个应用程序的屏幕共享的方法在移动平台上同时运行

    公开(公告)号：US20140380336A1

    公开(公告)日：2014-12-25

    申请号：US14479197

    申请日：2014-09-05

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： David Beilis ,  Adrian Lee-Kwen

    IPC: G06F9/54 ,  G06F3/00

    CPC classification number: G06F3/0481 ,  G06F3/00 ,  G06F9/54 ,  G06F9/546 ,  G06F17/212 ,  G06F17/30289 ,  G06F2203/04804 ,  G06F2209/545 ,  G09G5/377 ,  H04W88/02

    Abstract: A system for sharing a physical display screen among multiple applications on a mobile platform includes an Internet-connected client device and software executing on the client device from a non-transitory physical medium, the software providing a first function assigning dominancy to one of the multiple running applications, a second function mitigating application background transparency among the multiple running applications, a third function establishing a messaging mechanism and protocol between the multiple running applications, and a fourth function enabling the dominant application to intercept digital input directed toward individual ones of the multiple running applications and to dispatch the input to the appropriate application.

    Abstract translation: 用于在移动平台上的多个应用程序之间共享物理显示屏幕的系统包括互联网连接的客户端设备和从非暂时物理介质在客户端设备上执行的软件，该软件向多个应用中的一个提供支配权 运行的应用程序，减轻多个运行应用程序之间的应用程序背景透明度的第二功能，建立多个运行应用程序之间的消息传递机制和协议的第三功能，以及使得主要应用程序能够截取针对多个运行应用程序中的个人的数字输入的第四功能 运行应用程序并将输入发送到适当的应用程序。

    Graphical user interface for configuring contact center routing strategies
    9.
    发明授权
    Graphical user interface for configuring contact center routing strategies 有权

    公开(公告)号：US10194028B2

    公开(公告)日：2019-01-29

    申请号：US15910828

    申请日：2018-03-02

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Leonid Vymenets ,  David Beilis ,  Michael Davies ,  Aaron Surty ,  Vyacheslav Zhakov ,  Adrian Lee-Kwen

    IPC: H04M3/00 ,  H04M3/51 ,  H04M3/42

    Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

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