Invention Grant
US09591137B2 System and method for providing contact center services in a hybrid operations environment
有权
在混合操作环境中提供联络中心服务的系统和方法
- Patent Title: System and method for providing contact center services in a hybrid operations environment
- Patent Title (中): 在混合操作环境中提供联络中心服务的系统和方法
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Application No.: US13842208Application Date: 2013-03-15
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Publication No.: US09591137B2Publication Date: 2017-03-07
- Inventor: Brian Bischoff , Gregg Kerlin , Henry Lum , Donald Huovinen , Tamal Islam , Terry Stocking
- Applicant: Genesys Telecommunications Laboratories, Inc.
- Applicant Address: US CA Daly City
- Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee Address: US CA Daly City
- Agency: Lewis Roca Rothgerber Christie LLP
- Main IPC: H04M1/64
- IPC: H04M1/64 ; H04M3/51 ; H04L29/06 ; H04M3/00
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.
Public/Granted literature
- US20140270119A1 SYSTEM AND METHOD FOR PROVIDING CONTACT CENTER SERVICES IN A HYBRID OPERATIONS ENVIRONMENT Public/Granted day:2014-09-18
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