公开(公告)号：US20140244473A1

公开(公告)日：2014-08-28

申请号：US14266805

申请日：2014-04-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert W.A. Ristock ,  Dave H. Anderson

IPC: G06Q40/04

CPC classification number: G06Q40/04 ,  G06Q30/08 ,  G06Q40/00

Abstract: A system for receiving bid requests and bid proposals sent thereto over a data-packet-network (DPN) and for matching the bid proposals to the bid requests includes at least one input/output port for receiving the bid requests and the bid proposals, at least one memory utility for storing the bid requests and bid proposals, and a set of machine readable instructions for enabling matching of the stored bid proposals to the stored bid requests.

Abstract translation: 用于接收通过数据分组网络（DPN）发送的投标请求和投标建议并用于将投标建议与投标请求相匹配的系统包括用于接收投标请求和投标建议的至少一个输入/输出端口， 用于存储投标请求和投标申请的至少一个存储器实用程序，以及用于使存储的投标建议与存储的投标请求匹配的一组机器可读指令。

公开(公告)号：US20140237057A1

公开(公告)日：2014-08-21

申请号：US13773557

申请日：2013-02-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Alex Khodorenko

IPC: H04L12/58

CPC classification number: H04L51/32 ,  H04L12/1831

Abstract: A system for exchanging private messages with a contact center over a network includes: a media server including a plurality of media drivers configured to interface with a plurality of social media networks, the media server being configured to maintain a session corresponding to a conversation comprising at least one message, the conversation being conducted on one of the plurality of social media networks; and a chat server configured to: maintain a chat session corresponding to the session; transmit and receive the at least one message of the conversation; and store the at least one message of the conversation in association with the chat session.

Abstract translation: 用于通过网络与联络中心交换私人消息的系统包括：媒体服务器，包括被配置为与多个社交媒体网络进行接口的多个媒体驱动器，所述媒体服务器被配置为保持与包括在 至少一个消息，所述对话正在所述多个社交媒体网络之一上进行; 以及聊天服务器，被配置为：维持与所述会话相对应的聊天会话; 发送和接收对话的至少一个消息; 并且与所述聊天会话相关联地存储所述对话的所述至少一个消息。

公开(公告)号：US20140211786A1

公开(公告)日：2014-07-31

申请号：US14094676

申请日：2013-12-02

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Leonid A. Yegoshin

IPC: H04M7/00

CPC classification number: H04M7/006 ,  H04L12/50 ,  H04L29/06 ,  H04L29/06027 ,  H04L65/1009 ,  H04L65/103 ,  H04L65/104 ,  H04L65/1069 ,  H04L65/4007 ,  H04M15/00 ,  H04M15/56 ,  H04M2215/202

Abstract: A system for providing and managing IP telephone calls establishes separate and distinct call legs between IP-capable appliances and routers and between routers, and creates calls, changes calls, and manages telephony functions by joining and disjoining calls legs. In some instances one or more call legs disjoined from an active call are maintained as established to be joined later to other call legs to create other active calls. By managing EP calls as separate and distinct legs functions of intelligent, connection-oriented telephony networks may be simulated in IP telephony systems. The management is provided by software running on processors coupled to routers in the IP network.

Abstract translation: 用于提供和管理IP电话呼叫的系统在IP能力设备和路由器之间以及路由器之间建立独立和不同的呼叫支路，并且通过加入和分离呼叫线路来创建呼叫，改变呼叫和管理电话功能。 在一些情况下，一个或多个从主动呼叫分离的呼叫支路被维持为建立以便稍后连接到其他呼叫支路以创建其他主动呼叫。 通过将EP呼叫作为单独和不同的腿管理，可以在IP电话系统中模拟智能的面向连接的电话网络的功能。 管理由在IP网络中与路由器相连的处理器上运行的软件提供。

公开(公告)号：US08781103B2

公开(公告)日：2014-07-15

申请号：US13776665

申请日：2013-02-25

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladislav Baranovsky ,  Vladimir Mezhibovsky ,  Anton Brazhnyk ,  Gregory Jacob Duclos ,  David H. Anderson ,  Ernesto Garcia Garcia ,  William Edward James ,  Sonja Hoffman Hemelrijk ,  Merijn te Boolj

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5231 ,  G06Q30/016 ,  H04L61/2061 ,  H04M3/2218 ,  H04M3/42059 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5232 ,  H04W4/02 ,  H04W4/16 ,  H04W4/20

Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.

Abstract translation: 用于处理交互请求的系统和方法包括计算机系统，其通过数据信道从客户可访问的最终用户设备接收对交互的请求。 请求包括来自最终用户设备上运行的应用程序的数据。 数据由计算机系统收到后存储。 当接收到来自客户可访问的电话设备的语音呼叫时，通过语音信道与电话设备建立语音媒体会话。 基于与语音呼叫相关联的信息来识别数据。 进一步识别联络中心资源用于路由语音呼叫。 数据附加到将呼叫路由到所识别的联络中心资源的请求。

公开(公告)号：US20140188475A1

公开(公告)日：2014-07-03

申请号：US13886205

申请日：2013-05-02

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Amir Lev-Tov ,  Avi Faizakof ,  Yochai Konig

IPC: G10L15/18

CPC classification number: G10L15/19 ,  G06F17/30389 ,  G06F17/30746 ,  G06F17/30769 ,  G10L15/02 ,  G10L15/08 ,  G10L15/1815 ,  G10L15/30

Abstract: A method including: receiving, on a computer system, a text search query, the query including one or more query words; generating, on the computer system, for each query word in the query, one or more anchor segments within a plurality of speech recognition processed audio files, the one or more anchor segments identifying possible locations containing the query word; post-processing, on the computer system, the one or more anchor segments, the post-processing including: expanding the one or more anchor segments; sorting the one or more anchor segments; and merging overlapping ones of the one or more anchor segments; and searching, on the computer system, the post-processed one or more anchor segments for instances of at least one of the one or more query words using a constrained grammar.

Abstract translation: 一种方法，包括：在计算机系统上接收文本搜索查询，所述查询包括一个或多个查询词; 在所述计算机系统上为所述查询中的每个查询词生成多个语音识别处理的音频文件内的一个或多个锚段，所述一个或多个锚段标识包含所述查询词的可能位置; 在所述计算机系统上对所述一个或多个锚段进行后处理，所述后处理包括：扩展所述一个或多个锚段; 对一个或多个锚段进行排序; 并且合并所述一个或多个锚段中的重叠部分; 以及在所述计算机系统上使用约束语法来搜索所述后处理的一个或多个锚段，以针对所述一个或多个查询词中的至少一个的实例。

公开(公告)号：US20140181676A1

公开(公告)日：2014-06-26

申请号：US14086934

申请日：2013-11-21

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Dmytro Samborskyy ,  Leonid Vymenets ,  Michael Lyubinin ,  David Beilis ,  Vyacheslav Zhakov

IPC: H04L12/24

CPC classification number: H04L41/22 ,  G06Q10/00 ,  G06Q10/063114 ,  H04M3/5175 ,  H04M2201/42

Abstract: A system and method for providing a dashboard user interface for contact center monitoring. The dashboard user interface includes a first display widget displaying a first metric for a first contact center object according to a first display format. A processor receives user actuation of an option provided by the dashboard to add a second display widget. In response to the user actuation of the option to add, the processor displays a template for generating the second display widget. The template is configured to prompt for input of a second contact center object, a second metric to be displayed for the second contact center object, and identification of a second display format. The processor generates the second widget based on information input via the template, and displays the second widget on the dashboard. A user may move the first and second widgets as desired on the dashboard.

Abstract translation: 一种用于提供用于联络中心监控的仪表板用户界面的系统和方法。 仪表板用户界面包括根据第一显示格式显示第一联络中心对象的第一度量的第一显示小部件。 处理器接收由仪表板提供的选项的用户动作以添加第二显示小部件。 响应于用户激活添加的选项，处理器显示用于生成第二显示小部件的模板。 模板被配置为提示输入第二联络中心对象，为第二联络中心对象显示的第二度量以及第二显示格式的标识。 处理器基于通过模板输入的信息生成第二小部件，并在仪表板上显示第二小部件。 用户可以根据需要在仪表板上移动第一和第二小部件。

公开(公告)号：US20140153710A1

公开(公告)日：2014-06-05

申请号：US13844099

申请日：2013-03-15

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Anatoliy Glagolev ,  Alexander Tikin

IPC: H04M3/523

CPC classification number: H04L41/04 ,  G06F9/50 ,  G06F17/2705 ,  G06Q10/063114 ,  H04L41/12 ,  H04L45/26 ,  H04L61/106 ,  H04L61/1541 ,  H04L61/157 ,  H04L65/1006 ,  H04L65/105 ,  H04L65/1069 ,  H04L65/4007 ,  H04L67/1002 ,  H04M3/42306 ,  H04M3/5191 ,  H04M3/5232 ,  H04M2203/402

Abstract: A distributed method of delivering events to agent devices. A first software module generates an event, e.g., a screen pop event or a ringing event, for delivery to a second module responsible for an agent device. A third module, which may be the same module as the first module, evaluates a hash function to determine an identifier for the second module from an identifier for the agent device. The first module delivers the event to the second module, which responds to the event, e.g., by causing an agent device to generate a ringing alert or to display a screen pop.

Abstract translation: 将事件传递给代理设备的分布式方法。 第一软件模块生成事件，例如屏幕弹出事件或振铃事件，用于传送到负责代理设备的第二模块。 可以与第一模块相同的模块的第三模块评估散列函数，以从代理设备的标识符确定第二模块的标识符。 第一模块将事件传递到第二模块，其响应于事件，例如通过使代理设备产生振铃警报或显示屏幕弹出。

公开(公告)号：US20140119535A1

公开(公告)日：2014-05-01

申请号：US14149789

申请日：2014-01-07

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Nikolay Anisimov ,  Yevgeniy Petrovykh ,  Mark Scott

IPC: H04M3/51

CPC classification number: H04M3/5191 ,  G06Q10/067 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M2201/16

Abstract: In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.

Abstract translation: 在联络中心，用于处理通信事件的系统具有用于管理等待被路由的事件的交互服务器，用于路由事件的路由服务器，规则引擎和执行规则调用逻辑并与规则引擎交互的网关服务器。 交互服务器跟踪传入事件，启动并向路由服务器发送路由请求，包括特定路由对象，对于需要符合业务规则的每个事件，路由服务器执行路由对象，向网关发送执行请求 服务器，其在接收到请求时准备业务对象模型（BOM），其是规则引擎执行适合于事实的规则的一组事实，导致路由服务器路由事件的路由方向。

公开(公告)号：US20140086401A1

公开(公告)日：2014-03-27

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: H04M3/51 ,  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：US20140079207A1

公开(公告)日：2014-03-20

申请号：US14025810

申请日：2013-09-12

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

IPC: G06Q10/06 ,  H04M3/51

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。