公开(公告)号：EP3605349A2

公开(公告)日：2020-02-05

申请号：EP19191846.5

申请日：2014-03-14

申请人： Greeneden U.S. Holdings II, LLC

发明人： BISCHOFF, Brian ,  KERLIN, Gregg ,  LUM, Henry R. ,  HUOVINEN, Donald ,  ISLAM, Tamal ,  STOCKING, Terry ,  ANDERSON, David H. ,  KOVALENKO, Galina ,  BRETHERTON, Bernard ,  SAYKO, Vyacheslav

IPC分类号： G06F15/16 ,  H04L12/66 ,  H04L29/06 ,  H04L29/08 ,  H04M3/523

摘要： 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：EP3605349A3

公开(公告)日：2020-04-01

申请号：EP19191846.5

申请日：2014-03-14

申请人： Greeneden U.S. Holdings II, LLC

发明人： BISCHOFF, Brian ,  KERLIN, Gregg ,  LUM, Henry R. ,  HUOVINEN, Donald ,  ISLAM, Tamal ,  STOCKING, Terry ,  ANDERSON, David H. ,  KOVALENKO, Galina ,  BRETHERTON, Bernard ,  SAYKO, Vyacheslav

IPC分类号： G06F15/16 ,  H04L12/66 ,  H04L29/06 ,  H04L29/08 ,  H04M3/523

摘要： 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：EP2972942A1

公开(公告)日：2016-01-20

申请号：EP14763098.2

申请日：2014-03-14

申请人： Greeneden U.S. Holdings II, LLC

发明人： BISCHOFF, Brian ,  KERLIN, Gregg ,  LUM, Henry R. ,  HUOVINEN, Donald ,  ISLAM, Tamal ,  STOCKING, Terry ,  ANDERSON, David H. ,  KOVALENKO, Galina ,  BRETHERTON, Bernard ,  SAYKO, Vyacheslav

IPC分类号： G06F15/16 ,  H04L12/66

CPC分类号： H04L67/18 ,  H04L65/1006 ,  H04L65/103 ,  H04L65/1046 ,  H04L65/1069 ,  H04M3/5237

摘要： 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.

摘要翻译： 一种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呼叫中心服务有关的第一呼叫中心资源发送的消息。 通过耦合到与第一操作环境不同的第二操作环境的边缘设备将消息转发给处理器。 边缘设备被配置为从消息中隐藏联络中心资源的位置的标识。 尽管存在这种隐藏，处理器基于处理器从消息中检索的标识信息来识别第一联络中心资源的位置。 处理器基于所识别的第一联络中心资源的位置来选择第二联络中心资源以用于提供联络中心服务。