公开(公告)号：US08989367B2

公开(公告)日：2015-03-24

申请号：US14025806

申请日：2013-09-12

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Vyacheslav Zhakov ,  Petr Makagon

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q10/06 ,  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：US20140380336A1

公开(公告)日：2014-12-25

申请号：US14479197

申请日：2014-09-05

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： David Beilis ,  Adrian Lee-Kwen

IPC: G06F9/54 ,  G06F3/00

CPC classification number: G06F3/0481 ,  G06F3/00 ,  G06F9/54 ,  G06F9/546 ,  G06F17/212 ,  G06F17/30289 ,  G06F2203/04804 ,  G06F2209/545 ,  G09G5/377 ,  H04W88/02

Abstract: A system for sharing a physical display screen among multiple applications on a mobile platform includes an Internet-connected client device and software executing on the client device from a non-transitory physical medium, the software providing a first function assigning dominancy to one of the multiple running applications, a second function mitigating application background transparency among the multiple running applications, a third function establishing a messaging mechanism and protocol between the multiple running applications, and a fourth function enabling the dominant application to intercept digital input directed toward individual ones of the multiple running applications and to dispatch the input to the appropriate application.

Abstract translation: 用于在移动平台上的多个应用程序之间共享物理显示屏幕的系统包括互联网连接的客户端设备和从非暂时物理介质在客户端设备上执行的软件，该软件向多个应用中的一个提供支配权 运行的应用程序，减轻多个运行应用程序之间的应用程序背景透明度的第二功能，建立多个运行应用程序之间的消息传递机制和协议的第三功能，以及使得主要应用程序能够截取针对多个运行应用程序中的个人的数字输入的第四功能 运行应用程序并将输入发送到适当的应用程序。

公开(公告)号：US20140379416A1

公开(公告)日：2014-12-25

申请号：US14477799

申请日：2014-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Ristock ,  Brian Galvin

IPC: G06Q10/06 ,  G06F17/30 ,  G06Q10/10

CPC classification number: H04L67/10 ,  G06F17/30566 ,  G06F17/30899 ,  G06Q10/0633 ,  G06Q10/10 ,  G06Q10/107

Abstract: In a first enterprise joined in a distributed, federated network of second enterprises, a system is provided for managing data flow between enterprises, the system including a data management server in the first enterprise having access to sets of rules for managing data flow to and from the first enterprise, a first data interface in the first enterprise dedicated to data transfer to a paired second dedicated data interface at a neighboring second enterprise in the federation, wherein the first data interface manages data sent to the second interface and/or data incoming from the second interface according to the sets of rules for managing data flow.

Abstract translation: 在加入第二企业分散式联合网络的第一家企业中，提供了一种用于管理企业之间数据流的系统，该系统包括第一企业中的数据管理服务器，可以访问用于管理数据流的规则集 第一企业，第一企业中的第一数据接口，专用于在联盟中的相邻第二企业处将数据传输到配对的第二专用数据接口，其中第一数据接口管理发送到第二接口的数据和/或从 根据用于管理数据流的规则集合的第二个接口。

公开(公告)号：US20140376708A1

公开(公告)日：2014-12-25

申请号：US14477832

申请日：2014-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir Neil Deryugin ,  Patrick Giacomini ,  Petr Makagon ,  Andriy Ryabchun ,  Nikolay Anisimov

IPC: H04M3/51 ,  H04M3/523

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。

公开(公告)号：US20140376382A1

公开(公告)日：2014-12-25

申请号：US14479244

申请日：2014-09-05

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

IPC: H04M3/523 ,  H04M3/22 ,  H04M3/51

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：US08879712B2

公开(公告)日：2014-11-04

申请号：US13668175

申请日：2012-11-02

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04L12/26

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：US20140314225A1

公开(公告)日：2014-10-23

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，被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。

公开(公告)号：US20140301543A1

公开(公告)日：2014-10-09

申请号：US14308668

申请日：2014-06-18

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Nikolay Anisimov ,  Sergey Fedorov ,  Herbert Ristock

IPC: H04M3/523

CPC classification number: H04M3/523 ,  G06Q10/10

Abstract: A method for providing inbound call reservations to a communication center has steps for monitoring service access points into the communication center by reservation software executing from a machine-readable medium, evaluating communicators and potential communicators, and issuing invitations for reserved communication sessions to qualified communicators and potential communicators, the reserved times coordinated according to data pertaining to predicted communication load and resource availability statistics.

Abstract translation: 用于向通信中心提供入站呼叫预留的方法具有通过从机器可读介质执行的预约软件监视到通信中心的服务接入点的步骤，评估通信者和潜在通信者，以及向合格的通信者发出保留的通信会话的邀请， 潜在的通信者，根据预测的通信负载和资源可用性统计数据进行协调的保留时间。

公开(公告)号：US20140282135A1

公开(公告)日：2014-09-18

申请号：US13802642

申请日：2013-03-13

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Paul Segre

IPC: G06F3/0484

CPC classification number: G06F17/30867 ,  G06F9/4451 ,  G06F9/451 ,  G06F9/453 ,  G06F17/30554 ,  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。

公开(公告)号：US20140269446A1

公开(公告)日：2014-09-18

申请号：US14015974

申请日：2013-08-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Henry R. Lum ,  Vladimir Filonov ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC: H04L29/06

CPC classification number: H04M3/28 ,  H04L9/0819 ,  H04L9/0822 ,  H04L65/1006 ,  H04L65/104 ,  H04L65/105 ,  H04L65/1063 ,  H04L65/1076 ,  H04L65/605 ,  H04L2209/24 ,  H04M1/656 ,  H04M3/22 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42348 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M2203/551 ,  H04M2203/609 ,  H04Q3/00 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20

Abstract: A system and method for recording media for a contact center includes establishing via a processor in a first geographic location, a communication session between first and second communication devices. The processor determines that media exchanged during the media session is to be recorded. The processor identifies a second geographic location associated with a resource involved in the media session, and identifies a media controller associated with the second geographic location. The media controller bridges the media path between the first and second communication devices, and the media exchanged during the media session is recorded.

Abstract translation: 用于记录用于联络中心的媒体的系统和方法包括经由第一地理位置中的处理器建立第一和第二通信设备之间的通信会话。 处理器确定在媒体会话期间交换的媒体将被记录。 处理器识别与媒体会话中涉及的资源相关联的第二地理位置，并且识别与第二地理位置相关联的媒体控制器。 媒体控制器桥接第一和第二通信设备之间的媒体路径，并记录在媒体会话期间交换的媒体。