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公开(公告)号：US20170024190A1
公开(公告)日：2017-01-26
申请号：US15284480
申请日：2016-10-03
Inventor： Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
IPC: G06F9/44
CPC classification number: G06F8/36 , G06F8/20 , G06F8/31 , G06F8/71 , H04M3/2263 , H04M3/5183
Abstract: A call center (CC) generator includes generator software (GSW) executing on a computerized appliance from a machine-readable physical medium, an input interface for receiving a CC configuration, access to a data repository storing CC software components, a function relating configuration parameters to individual ones of the stored CC software components, and an output interface for delivering a CC SW suite. The CC generator, executing the GSW, considers the CC configuration, applies the relating function, selects CC software components to copy from the data repository, and builds the CC SW suite for output.
Abstract translation: 呼叫中心（CC）发生器包括从机器可读物理介质在计算机化设备上执行的发生器软件（GSW），用于接收CC配置的输入接口，存储CC软件组件的数据存储库的访问，与配置参数相关的功能 到存储的CC软件组件中的各个，以及用于传送CC SW套件的输出接口。 执行GSW的CC生成器考虑CC配置，应用相关功能，选择要从数据存储库复制的CC软件组件，并构建CC SW套件进行输出。
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公开(公告)号：USRE46153E1
公开(公告)日：2016-09-20
申请号：US14578149
申请日：2014-12-19
Inventor： Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
CPC classification number: H04M3/5175 , H04L29/06 , H04L29/06027 , H04L65/1026 , H04L65/103 , H04L65/1036 , H04L65/104 , H04L65/1043 , H04L65/1069 , H04L65/4007 , H04L65/4038 , H04L67/04 , H04L67/28 , H04L67/2819 , H04L67/2823 , H04L67/327 , H04L69/08 , H04L69/329 , H04M3/2218 , H04M3/42221 , H04M3/42323 , H04M3/4234 , H04M3/4938 , H04M3/5125 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M2201/60 , H04M2207/203 , H04Q3/0029 , H04Q3/64 , H04Q2213/13034 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/1322 , H04Q2213/13345
Abstract: A network system for enabling voice interaction between communications-center applications and human agents remote from the center has a primary server connected to the network the server controlling at least one routing point used by the center, a secondary server connected to the network the secondary server for generating and serving voice extensible markup language, a voice gateway associated with the secondary server, the gateway for executing voice extensible markup language and recognizing speech input, and a software platform based in the primary server and distributed in part as a server application to the secondary server, the software suite functioning as a data transformation interface between the center applications and the gateway. In a preferred use agents and applications communicate bi-directionally using VXML.
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公开(公告)号：US09325844B2
公开(公告)日：2016-04-26
申请号：US14582164
申请日：2014-12-23
Inventor： Herbert Willi Artur Ristock , Vyacheslav Zhakov , Petr Makagon
CPC classification number: H04M3/5175 , G06F9/45558 , G06F9/50 , G06F2009/4557 , G06F2009/45575 , G06Q10/0631 , H04M3/51 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M2201/42 , H04M2201/54 , H04M2203/355 , H04M2203/402 , H04M2203/408
Abstract: 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.
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公开(公告)号：US20150312413A1
公开(公告)日：2015-10-29
申请号：US14792582
申请日：2015-07-06
Inventor： Petr Makagon , Herbert Willi Artur Ristock , Dan Kikinis
CPC classification number: H04M3/5125 , G06Q10/0631 , G06Q10/06311 , G06Q10/063112 , H04M3/5175 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233
Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.
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5.发明授权System and method for monitoring health of deployment states for a contact center 有权监控联络中心部署状态健康的系统和方法公开(公告)号：US08989367B2
公开(公告)日：2015-03-24
申请号：US14025806
申请日：2013-09-12
Inventor： Herbert Willi Artur Ristock , Vyacheslav Zhakov , Petr Makagon
CPC classification number: H04M3/5175 , G06F9/45558 , G06F9/50 , G06F2009/4557 , G06F2009/45575 , G06Q10/0631 , H04M3/51 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M2201/42 , H04M2201/54 , H04M2203/355 , H04M2203/402 , H04M2203/408
Abstract: 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.
Abstract translation: 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，动态地调整联络中心的至少一个硬件或软件资源。
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Patent Agency Ranking
6.发明申请Method and Apparatus for Extended Management of State and Interaction of a Remote Knowledge Worker from a Contact Center 审中-公开远程知识工作者从联络中心扩展管理和互动的方法和设备公开(公告)号：US20140376708A1
公开(公告)日：2014-12-25
申请号：US14477832
申请日：2014-09-04
Inventor： Vladimir Neil Deryugin , Patrick Giacomini , Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
CPC classification number: H04M3/5175 , G06Q10/06 , G06Q10/10 , H04L29/06 , H04L29/06027 , H04L65/1026 , H04L65/103 , H04L65/1036 , H04L65/104 , H04L65/1043 , H04L65/1069 , H04L65/4007 , H04L65/4038 , H04L67/04 , H04L67/28 , H04L67/2819 , H04L67/2823 , H04L67/327 , H04L69/08 , H04L69/329 , H04M3/2218 , H04M3/42221 , H04M3/42323 , H04M3/4234 , H04M3/4938 , H04M3/5125 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M2201/60 , H04M2207/203 , H04Q3/0029 , H04Q3/64 , H04Q2213/13034 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/1322 , H04Q2213/13345
Abstract: A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.
Abstract translation: 用于管理通信中心的远程代理的网络系统包括连接到网络的主服务器，主服务器控制至少一个路由点; 分布在网络上并可由远程代理访问的一个或多个辅助服务器，具有对代理计算平台和通信外围设备的数据访问的辅助服务器或服务器; 以及部分地分发给辅助服务器或服务器并且部分地分发给一个或多个代理计算平台和外围设备的软件套件，该软件套件包括用于报告代理状态数据的协议。 系统通过一个或多个辅助服务器监视代理计算平台和外围设备的活动状态，因此一个或多个辅助服务器通过网络与主服务器交换控制消息和事件相关数据，以实现智能路由目的。
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7.发明申请SYSTEM AND METHOD FOR MONTIORING HEALTH OF DEPLOYMENT STATES FOR A CONTACT CENTER 有权用于联系中心的部署状态的卫生系统和方法公开(公告)号：US20140086401A1
公开(公告)日：2014-03-27
申请号：US14025806
申请日：2013-09-12
Inventor： Herbert Willi Artur Ristock , Vyacheslav Zhakov , Petr Makagon
CPC classification number: H04M3/5175 , G06F9/45558 , G06F9/50 , G06F2009/4557 , G06F2009/45575 , G06Q10/0631 , H04M3/51 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M2201/42 , H04M2201/54 , H04M2203/355 , H04M2203/402 , H04M2203/408
Abstract: 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.
Abstract translation: 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，动态地调整联络中心的至少一个硬件或软件资源。
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8.发明申请SYSTEM AND METHOD FOR PROVIDING DYNAMIC ELASTICITY OF CONTACT CENTER RESOURCES 审中-公开提供联络中心资源动态弹性的系统和方法公开(公告)号：US20140079207A1
公开(公告)日：2014-03-20
申请号：US14025810
申请日：2013-09-12
Inventor： Vyacheslav Zhakov , Petr Makagon , Herbert Willi Artur Ristock
CPC classification number: H04M3/5175 , G06F9/45558 , G06F2009/4557 , G06F2009/45575 , G06Q10/0631 , H04M3/51 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M2201/42 , H04M2201/54 , H04M2203/355 , H04M2203/402 , H04M2203/408
Abstract: A system and method for dynamically scaling up or down, resources of a contact center tenant, based on detected or predicted demands on the contact center tenant. A processor monitors and collects contact center operation data. The processor detects, in response to the monitoring, a condition relating to the 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. Health of a particular deployment may also be monitored to learn over time which deployments are healthy for which conditions. If a current deployment is deemed to be unhealthy, the processor may take action to move the contact center to a healthy state.
Abstract translation: 根据对联络中心租户的检测或预测要求，动态地扩大或缩小联络中心租户的资源的系统和方法。 处理器监视和收集联络中心操作数据。 处理器响应于监视而检测与联络中心的操作有关的状况。 处理器基于检测到的条件动态地调整联络中心的至少一个硬件或软件资源。 还可以监视特定部署的健康状况，以便随时间了解哪些部署对于哪些条件是健康的。 如果当前的部署被认为是不健康的，则处理器可以采取行动将联络中心移动到健康状态。
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公开(公告)号：US20170111509A1
公开(公告)日：2017-04-20
申请号：US14887297
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
IPC: H04M3/523
CPC classification number: H04M3/5233 , H04M3/5232 , H04M3/5238 , H04M2203/40 , H04M2203/401 , H04M2203/655
Abstract: A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent.
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10.发明申请公开(公告)号：US20160352899A1
公开(公告)日：2016-12-01
申请号：US15237563
申请日：2016-08-15
Inventor： Petr Makagon , Herbert Willi Artur Ristock , Dan Kikinis
CPC classification number: H04M3/5125 , G06Q10/0631 , G06Q10/06311 , G06Q10/063112 , H04M3/5175 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233
Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.
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