公开(公告)号：US09578174B2

公开(公告)日：2017-02-21

申请号：US14846683

申请日：2015-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Slava Sayko

IPC: H04M3/00 ,  H04M5/00 ,  H04M11/00 ,  H04M3/51 ,  H04M7/00 ,  H04M3/523

CPC classification number: H04M3/5191 ,  H04L65/4015 ,  H04L67/22 ,  H04M3/5166 ,  H04M3/5235 ,  H04M7/0027 ,  H04M7/003 ,  H04M7/0033 ,  H04M11/00 ,  H04M2203/558

Abstract: A method for connecting a website user to a contact center includes: establishing a communication channel between a user and an agent of the contact center, the communication channel comprising a voice communication channel; establishing a supplemental channel between the user and the contact center for exchanging data between the user and the contact center; and storing the data exchanged in the supplemental channel in association with the communication channel.

Abstract translation: 用于将网站用户连接到联络中心的方法包括：在用户与联络中心的代理之间建立通信信道，所述通信信道包括语音通信信道; 在用户和联络中心之间建立补充通道，用于在用户和联络中心之间交换数据; 并且与通信信道相关联地存储在补充信道中交换的数据。

公开(公告)号：US09294515B2

公开(公告)日：2016-03-22

申请号：US13672625

申请日：2012-11-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Slava Sayko

IPC: G06F15/16 ,  H04L29/06

CPC classification number: H04L65/1009 ,  H04L65/1006 ,  H04L65/105

Abstract: A method involves acts of receiving a Session Initiation Protocol (SIP) request, initiating by a computing device having a processor, a SIP session as a result of receiving the SIP request, executing, by the processor, a state chart implemented in the SIP server, communicating events by the computing device to the state chart, as the events occur in the SIP session, and changing states in the SIP session by the computing device, as the states are defined in the state chart, to completion of the SIP session.

Abstract translation: 一种方法包括接收会话发起协议（SIP）请求的动作，由具有处理器的计算设备发起，作为接收到SIP请求的结果的SIP会话，由处理器执行在SIP服务器中实现的状态图 当事件发生在SIP会话中时，由计算设备将事件通信到状态图，并且在状态图中定义状态时，由计算设备将SIP会话中的状态改变为完成SIP会话。

公开(公告)号：US09131067B2

公开(公告)日：2015-09-08

申请号：US13669288

申请日：2012-11-05

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Slava Sayko

IPC: H04M3/00 ,  H04M5/00 ,  H04M11/00

CPC classification number: H04M3/5191 ,  H04L65/4015 ,  H04L67/22 ,  H04M3/5166 ,  H04M3/5235 ,  H04M7/0027 ,  H04M7/003 ,  H04M7/0033 ,  H04M11/00 ,  H04M2203/558

Abstract: A method for connecting a website user to a contact center includes: establishing a communication channel between a user and an agent of the contact center, the communication channel comprising a voice communication channel; establishing a supplemental channel between the user and the contact center for exchanging data between the user and the contact center; and storing the data exchanged in the supplemental channel in association with the communication channel.

Abstract translation: 用于将网站用户连接到联络中心的方法包括：在用户与联络中心的代理之间建立通信信道，所述通信信道包括语音通信信道; 在用户和联络中心之间建立补充通道，用于在用户和联络中心之间交换数据; 并且与通信信道相关联地存储在补充信道中交换的数据。

公开(公告)号：US09503581B2

公开(公告)日：2016-11-22

申请号：US14828394

申请日：2015-08-17

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Slava Sayko

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

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.

公开(公告)号：US20160205144A1

公开(公告)日：2016-07-14

申请号：US15076623

申请日：2016-03-21

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Slava Sayko

IPC: H04L29/06

CPC classification number: H04L65/1009 ,  H04L65/1006 ,  H04L65/105

Abstract: A method involves acts of receiving a Session Initiation Protocol (SIP) request, initiating by a computing device having a processor, a SIP session as a result of receiving the SIP request, executing, by the processor, a state chart implemented in the SIP server, communicating events by the computing device to the state chart, as the events occur in the SIP session, and changing states in the SIP session by the computing device, as the states are defined in the state chart, to completion of the SIP session.

Abstract translation: 一种方法包括接收会话发起协议（SIP）请求的动作，由具有处理器的计算设备发起，作为接收到SIP请求的结果的SIP会话，由处理器执行在SIP服务器中实现的状态图 当事件发生在SIP会话中时，由计算设备将事件通信到状态图，并且在状态图中定义状态时，由计算设备将SIP会话中的状态改变为完成SIP会话。

公开(公告)号：US20150358467A1

公开(公告)日：2015-12-10

申请号：US14828394

申请日：2015-08-17

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Slava Sayko

IPC: H04M3/51 ,  H04L29/06

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。

公开(公告)号：US10313524B2

公开(公告)日：2019-06-04

申请号：US15432849

申请日：2017-02-14

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Slava Sayko

IPC: H04M3/00 ,  H04M5/00 ,  H04M11/00 ,  H04M3/51 ,  H04M7/00 ,  H04M3/523 ,  H04L29/06 ,  H04L29/08

Abstract: A method for connecting a website user to a contact center includes: establishing a communication channel between a user and an agent of the contact center, the communication channel comprising a voice communication channel; establishing a supplemental channel between the user and the contact center for exchanging data between the user and the contact center; and storing the data exchanged in the supplemental channel in association with the communication channel.

公开(公告)号：US10165013B2

公开(公告)日：2018-12-25

申请号：US15076623

申请日：2016-03-21

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Slava Sayko

IPC: H04L29/06

Abstract: A method involves acts of receiving a Session Initiation Protocol (SIP) request, initiating by a computing device having a processor, a SIP session as a result of receiving the SIP request, executing, by the processor, a state chart implemented in the SIP server, communicating events by the computing device to the state chart, as the events occur in the SIP session, and changing states in the SIP session by the computing device, as the states are defined in the state chart, to completion of the SIP session.

公开(公告)号：US20160014186A1

公开(公告)日：2016-01-14

申请号：US14860293

申请日：2015-09-21

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

IPC: H04L29/06 ,  H04L12/707 ,  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。

公开(公告)号：US20150381808A1

公开(公告)日：2015-12-31

申请号：US14846683

申请日：2015-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Slava Sayko

IPC: H04M3/51 ,  H04M7/00 ,  H04M3/523

CPC classification number: H04M3/5191 ,  H04L65/4015 ,  H04L67/22 ,  H04M3/5166 ,  H04M3/5235 ,  H04M7/0027 ,  H04M7/003 ,  H04M7/0033 ,  H04M11/00 ,  H04M2203/558

Abstract: A method for connecting a website user to a contact center includes: establishing a communication channel between a user and an agent of the contact center, the communication channel comprising a voice communication channel; establishing a supplemental channel between the user and the contact center for exchanging data between the user and the contact center; and storing the data exchanged in the supplemental channel in association with the communication channel.

Abstract translation: 用于将网站用户连接到联络中心的方法包括：在用户与联络中心的代理之间建立通信信道，所述通信信道包括语音通信信道; 在用户和联络中心之间建立补充通道，用于在用户和联络中心之间交换数据; 并且与通信信道相关联地存储在补充信道中交换的数据。