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    SYSTEM AND METHOD FOR WEB-BASED REAL TIME COMMUNICATION WITH OPTIMIZED TRANSCODING
    4.
    发明公开
    SYSTEM AND METHOD FOR WEB-BASED REAL TIME COMMUNICATION WITH OPTIMIZED TRANSCODING 审中-公开
    系统VERFAHREN ZURWEBGESTÜTZTENECHTZEITKOMMUNIKATION MIT OPTIMIERTER TRANSCODIERUNG

    公开(公告)号：EP3028239A1

    公开(公告)日：2016-06-08

    申请号：EP14831423.0

    申请日：2014-07-29

    申请人： Greeneden U.S. Holdings II, LLC

    发明人： LUM, Henry ,  LAM, Anthony C. ,  SAYKO, Vyacheslav

    IPC分类号： G06Q50/10 ,  G06Q50/30 ,  G06F17/28

    CPC分类号： H04L12/1818 ,  H04L65/103 ,  H04L65/1069 ,  H04L65/605 ,  H04L67/02

    摘要： A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.

    摘要翻译： 提供了一种系统和方法，以允许Web浏览器应用和联络中心资源之间的实时通信，其中由双方支持的媒体编解码器可能不同。 处理器被配置为桥接在浏览器和联络中心资源之间交换的媒体。 在桥接媒体时，处理器基于针对web浏览器应用的媒体的第一媒体编解码器对媒体进行转码，并且基于针对来自联络中心资源的媒体的第二媒体编解码器进一步对媒体进行转码。

    HYBRID CLOUD ARCHITECTURE WITH OPTIMIZED LOCAL DELIVERY
    5.
    发明公开
    HYBRID CLOUD ARCHITECTURE WITH OPTIMIZED LOCAL DELIVERY 审中-公开
    混合云优化的本地交付架构

    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。

    SYSTEM AND METHOD FOR DYNAMIC CONFIGURATION OF CONTACT CENTERS VIA TEMPLATES
    9.
    发明公开
    SYSTEM AND METHOD FOR DYNAMIC CONFIGURATION OF CONTACT CENTERS VIA TEMPLATES 有权
    VERFAHREN ZUR DYNAMISCHEN KONFIGURATION VON ANRUFZENTRALENÜBERVORLAGEN系统

    公开(公告)号：EP2895945A1

    公开(公告)日：2015-07-22

    申请号：EP13836871.7

    申请日：2013-09-12

    申请人： Greeneden U.S. Holdings II, LLC

    发明人： MAKAGON, Petr ,  SAYKO, Vyacheslav ,  CHUYESHOV, Gennadiy ,  ZHAKOV, Vyacheslav

    IPC分类号： G06F3/048 ,  G06F3/14

    摘要： A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

    摘要翻译： 用于监视联络中心的部署状态的系统和方法。 处理器将联络中心的状态从第一部署状态迁移到第二部署状态。 处理器记录从第一部署状态迁移到第二部署状态的步骤，并将记录的步骤与描述第二部署状态的元数据相关联地存储。 处理器监视第二状态的健康状况，并且响应于确定第二部署状态是不正常的而采取将联络中心的状态移动到健康状态的动作。 迁移可以基于检测与联络中心的操作有关的条件。 处理器基于用于将联络中心的状态从第一部署状态迁移到第二部署状态的检测条件，动态地调整用于联络中心的至少一个硬件或软件资源。