公开(公告)号：US09143616B2

公开(公告)日：2015-09-22

申请号：US13668200

申请日：2012-11-02

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

IPC: G06F15/173 ,  H04Q11/00 ,  H04M3/523 ,  H04M3/51 ,  H04L12/26 ,  H04M3/22

CPC classification number: H04M3/5237 ,  H04L12/1827 ,  H04L43/04 ,  H04L43/0882 ,  H04L43/16 ,  H04L45/22 ,  H04L65/80 ,  H04M3/2227 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2203/406 ,  H04M2203/407

Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.

Abstract translation: 支持多个联络中心的系统包括耦合在专用网络（例如，MPLS网络）和远程计算环境（例如云​​环境）之间的通信网络。 远程计算环境中的服务器系统监视不同网段的健康状况（例如，通信网络和远程计算环境之间的连接的带宽，租户访问专用网络使用的链路的带宽等）。 当由于网段的健康状态参数达到阈值确定一个或多个联络中心的语音对话的服务质量处于风险时，触发适当的系统反应。 系统反应可能会将以后的呼叫卸载到对等远程计算环境中，以便将来呼叫。 系统反应也可以是取消出站活动，提供预先确定的“对不起”消息等。

公开(公告)号：US20150256677A1

公开(公告)日：2015-09-10

申请号：US14201648

申请日：2014-03-07

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Yochai Konig ,  Morad Ankri ,  Vyacheslav Zhakov

IPC: H04M3/51

CPC classification number: H04M3/5191 ,  H04M3/5233 ,  H04M2203/6045 ,  H04M2203/6081 ,  H04M2203/654

Abstract: An apparatus includes: a processor; and memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: identify a plurality of parameters prior to initiating an interaction request; transmit the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters; and receive information regarding the interaction after termination of the interaction with the contact center.

Abstract translation: 一种装置包括：处理器; 和存储器，其中所述存储器存储有指令，所述指令在由所述处理器执行时使所述处理器在发起交互请求之前识别多个参数; 将所述交互请求发送到服务器以发起与联络中心的交互，所述交互请求包括所述多个参数; 并且在与联络中心的交互终止之后接收关于交互的信息。

公开(公告)号：US09124697B2

公开(公告)日：2015-09-01

申请号：US13888318

申请日：2013-05-06

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Mark Scott ,  Jim Barnett

IPC: G10L15/00 ,  H04M3/51 ,  H04M3/42 ,  G10L17/26

CPC classification number: H04M3/5175 ,  G10L15/26 ,  G10L17/26 ,  G10L21/10 ,  G10L25/63 ,  H04L65/1006 ,  H04L65/1046 ,  H04M3/42221 ,  H04M2201/40 ,  H04M2203/301 ,  H04M2203/401

Abstract: A computerized system for advising one communicant in electronic communication between two or more communicants has apparatus monitoring and recording interaction between the communicants, software executing from a machine-readable medium and providing analytics, the software functions including rendering speech into text, and analyzing the rendered text for topics, performing communicant verification, and detecting changes in communicant emotion. Advice is offered to the one communicant during the interaction, based on results of the analytics.

Abstract translation: 用于在两个或更多个通信者之间通信电子通信中的一个通信者的计算机系统具有设备监视和记录通信者之间的交互，从机器可读介质执行的软件和提供分析，软件功能包括将语音呈现为文本，以及分析呈现 主题文字，执行沟通者验证，以及检测传播情绪的变化。 根据分析结果，在交互期间向一位通讯者提供建议。

公开(公告)号：US09118762B2

公开(公告)日：2015-08-25

申请号：US14161646

申请日：2014-01-22

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vadim Zyarko ,  Stanislav Zgardovski ,  Oleksiy Kolomoyskyy

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5158

Abstract: A dialing strategy determination engine (DSDE) for selecting a dialing strategy for placing an outbound call has determination software executing on a computerized server from a machine-readable medium, access to stored dialing strategies, contact data, and a rules set, and a port for receiving a request for dialing strategy from an outbound dialer. The determination software, upon receiving a request for a dialing strategy associated with a contact identification, consults the rule set and the contact data, selects a dialing strategy based on the rules and the data, and returns the selected strategy to the outbound dialer.

Abstract translation: 用于选择用于发出呼出呼叫的拨号策略的拨号策略确定引擎（DSDE）具有从机器可读介质在计算机化服务器上​​执行的确定软件，对存储的拨号策略的访问，联系人数据和规则集以及端口 用于从出站拨号器接收拨号策略的请求。 确定软件在接收到与联系人标识相关联的拨号策略的请求时，参考规则集和联系人数据，基于规则和数据选择拨号策略，并将所选择的策略返回到出站拨号器。

公开(公告)号：US09118624B2

公开(公告)日：2015-08-25

申请号：US14316773

申请日：2014-06-26

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Stefaan Valere Albert Coussement

IPC: H04M3/00 ,  H04M5/00 ,  H04L29/08 ,  H04M3/51 ,  H04M3/523 ,  H04M3/42 ,  H04M7/00

CPC classification number: H04L67/24 ,  H04L67/02 ,  H04L67/28 ,  H04M3/42102 ,  H04M3/42365 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5237 ,  H04M7/00 ,  H04M7/006 ,  H04M7/0069 ,  H04M2203/6018

Abstract: An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications is provided. The presence application has at least one first portion for collecting data regarding states of activity of the target agent resources, and at least one second portion for integrating the data and rendering the agent states to the subscribing applications.

公开(公告)号：US20150189085A1

公开(公告)日：2015-07-02

申请号：US14656660

申请日：2015-03-12

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： AKBAR RIAHI ,  Herbert Willi Artur RISTOCK

IPC: H04M3/51

CPC classification number: H04M3/5166 ,  G06N99/005 ,  H04M3/00 ,  H04M3/4936 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5235 ,  H04M5/00 ,  H04M2203/401

Abstract: A customer portal of an intelligent automated agent for a contact center is provided. The customer portal is configured to run on a processor coupled to a non-transitory storage device. The customer portal includes a customer profile module configured to access a profile for a customer from a customer profile database stored on the storage device, and a customer emotion and mood detection module configured to detect emotions and moods of the customer during an interaction between the customer and the contact center. The intelligent automated agent is configured to run on the processor, take part in the interaction between the customer and the contact center, adjust its behavior in the interaction by factoring in the accessed profile for the customer and the detected emotions and moods of the customer during the interaction, and update the accessed profile on the storage device to reflect the interaction.

Abstract translation: 提供了一个用于联络中心的智能自动化代理的客户门户。 客户门户被配置为在耦合到非暂时性存储设备的处理器上运行。 客户门户包括客户简档模块，其被配置为从存储在存储设备上的客户简档数据访问客户的简档，以及客户情绪和情绪检测模块，其被配置为在客户之间的交互期间检测客户的情绪和情绪 和联络中心。 智能自动化代理被配置为在处理器上运行，参与客户和联络中心之间的交互，通过考虑客户访问的配置文件和客户的检测到的情绪和情绪来调整其在交互中的行为 交互，并更新存储设备上访问的配置文件以反映交互。

公开(公告)号：US20150181040A1

公开(公告)日：2015-06-25

申请号：US14633064

申请日：2015-02-26

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur RISTOCK ,  Vladimir MEZHIBOVSKY ,  Nikolay KOROLEV

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  H04M3/5141 ,  H04M3/5231

Abstract: A system and method for establishing contact between a customer contact center agent and a customer based on customer availability information. A plurality of communication channels that may be used to communicate with the customer is monitored by the contact center. The availability of the customer is identified for each of the plurality of communication channels and user availability data is dynamically adjusted for each of the plurality of communication channels. The user availability data is provided to a contact center agent handling, for example, an offline task involving the customer. The contact center agent may use the availability data to establish contact with the customer to better handle the offline task.

Abstract translation: 一种用于根据客户可用性信息建立客户联络中心代理与客户之间的联系的系统和方法。 可以用于与客户通信的多个通信信道由联络中心监视。 为多个通信信道中的每一个识别客户的可用性，并且针对多个通信信道中的每一个动态地调整用户可用性数据。 用户可用性数据被提供给处理例如涉及客户的离线任务的联络中心代理。 联络中心代理可以使用可用性数据与客户建立联系，以更好地处理离线任务。

公开(公告)号：US20150172326A1

公开(公告)日：2015-06-18

申请号：US14628184

申请日：2015-02-20

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Sergey Fedorov

IPC: H04L29/06

CPC classification number: H04L65/4007 ,  H04L65/1006 ,  H04L65/1053 ,  H04L65/1069 ,  H04L65/1089 ,  H04L65/1093 ,  H04L65/403 ,  H04M3/51 ,  H04M3/5158 ,  H04M3/58 ,  H04M7/006 ,  H04M2203/404

Abstract: A multimedia router has code executable on the router from storage on a machine readable medium coupled to the router, the code providing routing functions, and a routing point identified in the router code for establishing at least one non-voice communications session between two or more communications appliances enabled for non-voice communications. During a voice call established between a calling party and one of the two or more communications appliances, the routing point is invoked from the called communications appliance by issuance of a non-voice routing request to establish at least one non-voice communications session between the called communications appliance and another of the two or more communications appliances.

Abstract translation: 多媒体路由器具有可在路由器上从在路由器上耦合的机器可读介质上的存储器上的代码执行代码，提供路由功能的代码以及在路由器代码中标识的路由点，用于在两个或更多个之间建立至少一个非语音通信会话 通信设备支持非语音通信。 在呼叫方与两个或多个通信设备之一建立的语音呼叫期间，通过发出非语音路由请求从被叫通信设备调用路由点，以建立至少一个非话音通信会话 称为通信设备和两个或更多个通信设备中的另一个。

公开(公告)号：US20150117629A1

公开(公告)日：2015-04-30

申请号：US14582164

申请日：2014-12-23

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Vyacheslav ZHAKOV ,  Petr MAKAGON

IPC: H04M3/51 ,  H04M3/523

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。

公开(公告)号：US20150095484A1

公开(公告)日：2015-04-02

申请号：US14564001

申请日：2014-12-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Herbert Willi Artur RISTOCK ,  Sergey I. FEDEROV

IPC: H04L12/803 ,  H04L12/24

CPC classification number: H04L47/122 ,  H04L41/06 ,  H04L41/5064 ,  H04L45/08 ,  H04M3/5237 ,  H04M2201/10 ,  H04M2201/36

Abstract: A routing system includes a router, a statistics server (Stat Server) coupled to the router, receiving, processing and storing statistics related to event handling, and providing information regarding the statistics for use by routing intelligence in the router, and a first proxy data server coupled to the Stat Server and to a second proxy data server at a remote contact center over a network. The system is characterized in that the Stat Server receives event statistics regarding the local queue, and through the coupled first and second proxy data servers, event statistics regarding the remote queue, provides information related to the statistics to the router, and the router determines to route incoming events to local queue or to the remote queue based on the information provided.

Abstract translation: 路由系统包括路由器，与路由器相连的统计服务器（Stat Server），接收，处理和存储与事件处理相关的统计信息，以及提供关于通过路由智能的路由器使用的统计信息以及第一代理数据 服务器连接到Stat Server，并通过网络连接到远程联络中心的第二代理数据服务器。 该系统的特征在于Stat Server接收到关于本地队列的事件统计信息，并且通过耦合的第一和第二代理数据服务器，关于远程队列的事件统计信息，向路由器提供与统计信息相关的信息，并且路由器确定 基于所提供的信息将传入事件路由到本地队列或远程队列。