公开(公告)号：US10264129B2

公开(公告)日：2019-04-16

申请号：US15923908

申请日：2018-03-16

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Brian Bischoff ,  Gregg Kerlin ,  Henry Lum ,  Donald Huovinen ,  Tamal Islam ,  Terry Stocking ,  David H. Anderson ,  Galina Kovalenko ,  Bernard Bretherton ,  Vyacheslav Sayko

IPC: H04M5/00 ,  H04M3/523 ,  G06F9/50 ,  H04L29/06 ,  H04M3/42

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.

公开(公告)号：US09948782B2

公开(公告)日：2018-04-17

申请号：US14069336

申请日：2013-10-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Brian Bischoff ,  Gregg Kerlin ,  Henry Lum ,  Donald Huovinen ,  Tamal Islam ,  Terry Stocking ,  David H. Anderson ,  Galina Kovalenko ,  Bernard Bretherton ,  Vyacheslav Sayko

IPC: H04M3/00 ,  H04M3/523 ,  G06F9/50 ,  H04L29/06 ,  H04M1/64 ,  H04M3/42

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.

公开(公告)号：US20180205829A1

公开(公告)日：2018-07-19

申请号：US15923908

申请日：2018-03-16

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Brian Bischoff ,  Gregg Kerlin ,  Henry Lum ,  Donald Huovinen ,  Tamal Islam ,  Terry Stocking ,  David H. Anderson ,  Galina Kovalenko ,  Bernard Bretherton ,  Vyacheslav Sayko

IPC: H04M3/523 ,  H04L29/06 ,  G06F9/50 ,  H04M3/42

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.

公开(公告)号：US20190208061A1

公开(公告)日：2019-07-04

申请号：US16294767

申请日：2019-03-06

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Brian Bischoff ,  Gregg Kerlin ,  Henry Lum ,  Donald Huovinen ,  Tamal Islam ,  Terry Stocking

IPC: H04M3/523

CPC classification number: H04M3/523 ,  H04M2203/402 ,  H04M2203/406

Abstract: A system and method for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment. A controller in the first operations environment receives information on a call involving an end user device. A first media service is provided during a first portion of the call, and second media service is provided during a second portion of the call. The providing of the first media service includes transmitting by the controller a request for the first media service to a first media resource in the second operations environment. The first media resource transmits first media to the end user device in response. The providing of the second media service includes transmitting by the controller a request for the second media service to a second media resource in the first operations environment. The second media resource transmits second media to the end user device in response.

公开(公告)号：US10277741B2

公开(公告)日：2019-04-30

申请号：US13843737

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: H04M1/24 ,  H04M3/523

Abstract: A system and method for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment. A controller in the first operations environment receives information on a call involving an end user device. A first media service is provided during a first portion of the call, and second media service is provided during a second portion of the call. The providing of the first media service includes transmitting by the controller a request for the first media service to a first media resource in the second operations environment. The first media resource transmits first media to the end user device in response. The providing of the second media service includes transmitting by the controller a request for the second media service to a second media resource in the first operations environment. The second media resource transmits second media to the end user device in response.

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：US09559939B2

公开(公告)日：2017-01-31

申请号：US13843238

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: G01R31/08 ,  H04L12/707 ,  H04L12/703

CPC classification number: H04L45/22 ,  H04L45/28

Abstract: A system for providing failover capabilities in a hybrid operations environment including a first operations environment and a second operations environment includes a first controller in a first operations environment configured to receive registration information for an agent device, and a second controller in a second operations environment configured to receive the registration information from the first controller. The first controller is a stand-by controller and the second controller is a primary controller. In response to determining that the second controller is not available for routing an inbound call, a media gateway is configured to transmit a request to the first controller in the first operations environment for routing the call to the agent device.

Abstract translation: 一种用于在包括第一操作环境和第二操作环境的混合操作环境中提供故障转移功能的系统包括：第一操作环境中的第一控制器，被配置为接收代理设备的注册信息，以及配置在第二操作环境中的第二控制器 从第一控制器接收注册信息。 第一控制器是备用控制器，第二控制器是主控制器。 响应于确定第二控制器不可用于路由入站呼叫，媒体网关被配置为在第一操作环境中向第一控制器发送请求以将呼叫路由到代理设备。

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：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。