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    Rules-based compliance system
    93.
    发明授权
    Rules-based compliance system 有权
    基于规则的合规体系

    公开(公告)号：US09591135B2

    公开(公告)日：2017-03-07

    申请号：US14948105

    申请日：2015-11-20

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Christopher W. Bohlin ,  John P. Keyes

    IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523

    CPC classification number: H04M3/5158 ,  H04M3/51 ,  H04M3/523 ,  H04M2203/40 ,  H04M2242/18 ,  H04M2250/60

    Abstract: A rules-based compliance system enables a permitted user to define one or more contact attempt suppression rules, wherein each contact attempt suppression rule is adapted to be triggered when a configurable number of past contact attempts as defined in the contact attempt suppression rule have been attempted. A set of contacts are then received by the system. During a communications campaign, and before being issued, a contact in the set of contacts is compared against each of the one or more contact attempt suppression rules. The compliance system is then operative to suppress at least one contact based on a result of the comparison that indicates that a given one of the one or more contact attempt suppression rules is satisfied for the contact. A user may also provision one or more contact location rules that suppress contacts based on location information.

    Abstract translation: 基于规则的合规性系统使得允许的用户能够定义一个或多个接触尝试抑制规则，其中当尝试在接触尝试抑制规则中定义的可配置数量的过去联系人尝试时，每个接触尝试抑制规则被适配触发 。 然后系统接收一组联系人。 在通信活动期间，在发布之前，将一组联系人中的联系人与一个或多个联系企图抑制规则中的每一个进行比较。 合规系统然后可操作以基于比较的结果来抑制至少一个联系人，该结果指示针对联系人满足一个或多个联系企图抑制规则中的给定的一个。 用户还可以提供基于位置信息抑制联系人的一个或多个联系人位置规则。

    SYSTEM AND METHOD FOR DYNAMIC CALL DIVERSION
    95.
    发明申请
    SYSTEM AND METHOD FOR DYNAMIC CALL DIVERSION 有权
    用于动态呼叫分析的系统和方法

    公开(公告)号：US20170034353A1

    公开(公告)日：2017-02-02

    申请号：US14812607

    申请日：2015-07-29

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Cliff Bell ,  Daniel Stoops ,  Sergey Fedorov ,  Herbert Ristock ,  David Beilis ,  Adrian Lee-Kwen

    IPC: H04M3/523 ,  H04M3/51 ,  H04L29/06 ,  H04W4/14 ,  H04W12/06

    CPC classification number: H04M3/5235 ,  H04L63/0853 ,  H04M3/5166 ,  H04M3/5191 ,  H04M2203/2038 ,  H04M2203/6081 ,  H04M2203/651 ,  H04W4/14 ,  H04W12/06

    Abstract: A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.

    Abstract translation: 系统包括联络中心，以提供客户与联络中心的代理工作站之间的交互。 联络中心网络将来自移动设备的呼叫连接到交互式语音应答应用。 移动互动平台从移动设备收集认证信息，以使用移动设备认证客户。 短消息服务平台发送链接以将移动设备连接到移动应用。 移动参与服务器基于收集的认证信息来认证用于移动应用的移动设备的客户。

    Automated Call Center Software Build Generator
    96.
    发明申请
    Automated Call Center Software Build Generator 审中-公开
    自动呼叫中心软件构建生成器

    公开(公告)号：US20170024190A1

    公开(公告)日：2017-01-26

    申请号：US15284480

    申请日：2016-10-03

    Applicant: Genesys Telecommunications Laboratories, Inc.

    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。

    INTELLIGENT AUTOMATED AGENT FOR A CONTACT CENTER
    97.
    发明申请
    INTELLIGENT AUTOMATED AGENT FOR A CONTACT CENTER 审中-公开
    用于联络中心的智能自动化代理

    公开(公告)号：US20170006161A9

    公开(公告)日：2017-01-05

    申请号：US13866763

    申请日：2013-04-19

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Akbar Riahi ,  Herbert Willi Artur Ristock

    IPC: H04M3/523 ,  H04M3/51

    CPC classification number: H04M3/5235 ,  G06Q30/01 ,  G06Q30/02 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M2203/401 ,  H04M2203/551

    Abstract: A system for handling customer interactions with a contact center for an enterprise includes an intelligent automated agent that includes a processor, a non-transitory storage device configured to store customer profile data, and a memory. The memory has instructions stored thereon that, when executed by the processor, causes the processor to: run an artificial intelligence engine configured to learn knowledge about a customer from past interactions between the contact center and the customer, and to apply the learned knowledge to future interactions; and maintain the customer profile data on the storage device. The maintaining of the customer profile data includes retrieving the customer profile data at a beginning of a new interaction, using the retrieved customer profile data to decide how to handle the new interaction, and updating the customer profile data after completion of the new interaction to reflect the new interaction as one of the past interactions.

    Abstract translation: 用于处理与企业的联络中心的客户交互的系统包括智能自动化代理，其包括处理器，配置为存储客户简档数据的非暂时性存储设备和存储器。 存储器具有存储在其上的指令，当由处理器执行时，处理器执行：运行人造智能引擎，其被配置为从联系中心和客户之间的过去交互中学习关于客户的知识，并将所学习的知识应用于未来 互动; 并在存储设备上维护客户资料数据。 客户简档数据的维护包括在新交互开始时使用检索到的客户简档数据来检索客户简档数据以决定如何处理新的交互，以及在完成新的交互之后更新客户简档数据以反映 新的互动作为过去的互动之一。

    RICH PERSONALIZED COMMUNICATION CONTEXT
    99.
    发明申请
    RICH PERSONALIZED COMMUNICATION CONTEXT 审中-公开
    丰富的个性化通信语境

    公开(公告)号：US20160364494A1

    公开(公告)日：2016-12-15

    申请号：US15250484

    申请日：2016-08-29

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Paul Segre

    IPC: G06F17/30 ,  H04M1/57 ,  H04L29/08

    CPC classification number: G06F16/9535 ,  G06F9/4451 ,  G06F9/451 ,  G06F9/453 ,  G06F16/248 ,  G06Q10/107 ,  G06Q30/01 ,  G06Q30/0281 ,  G06Q50/01 ,  H04L67/306 ,  H04M1/576 ,  H04M3/42068

    Abstract: A method for displaying context information on a user device, the method includes: identifying a triggering event associated with a contact; identifying a user associated with the user device; identifying a personalized configuration profile is based on at least one of an attribute of the contact attribute or an attribute of the user; identifying the context information associated with the personalized configuration profile; and retrieving the context information for displaying on the user device.

    Abstract translation: 一种用于在用户设备上显示上下文信息的方法，所述方法包括：识别与联系人相关联的触发事件; 识别与所述用户设备相关联的用户; 识别个性化配置简档基于联系人属性的属性或用户的属性中的至少一个; 识别与个性化配置简档相关联的上下文信息; 以及检索用于在用户设备上显示的上下文信息。

    Robust DTMF detection in an unreliable voice-over-IP (VoIP) environment
    100.
    发明申请
    Robust DTMF detection in an unreliable voice-over-IP (VoIP) environment 有权
    在不可靠的IP语音（VoIP）环境中实现强大的DTMF检测

    公开(公告)号：US20160337524A1

    公开(公告)日：2016-11-17

    申请号：US15219177

    申请日：2016-07-25

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Christopher M. Rienzo ,  Brian P. Davis

    IPC: H04M7/12 ,  H04L29/06

    CPC classification number: H04M7/1295 ,  H04L65/608 ,  H04M3/5158 ,  H04Q1/453

    Abstract: A method to discriminate a signal as a DTMF digit is operative in a service provider having a VoIP-based media server. The media server accepts both in-band DTMF and RTP telephone events. A digit detection module receives as input a data stream that may include one or more DTMF digits. The module processes the input data stream and provides, as output, an indication of what digit(s) have been detected and from what source (e.g., in-band audio, an RTP 2833 telephone event, of both). The output is then further processed by a discrimination algorithm to make a final digit determination. If RTP telephone events are detected, the algorithm prefers them and ignores in-band DTMF until the call ends or the media is re-negotiated. The approach detects when duplicate digits of differing types are initially received and only accepts one of them, regardless of spacing or duration.

    Abstract translation: 将信号识别为DTMF数字的方法在具有基于VoIP的媒体服务器的服务提供商中可操作。 媒体服务器接受带内DTMF和RTP电话事件。 数字检测模块作为输入接收可以包括一个或多个DTMF​​数字的数据流。 该模块处理输入数据流并提供已经检测到哪些数字的指示，以及从什么源（例如，带内音频，两者的RTP 2833电话事件）提供输入数据流。 然后通过鉴别算法进一步处理输出以进行最终数字确定。 如果检测到RTP电话事件，则算法更喜欢它们，并忽略带内DTMF，直到通话结束或媒体被重新协商为止。 该方法检测到不同类型的重复数字最初被接收并且只接受其中一个，而不考虑间隔或持续时间。

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