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    Method and system for integrating an interaction management system with a business rules management system
    12.
    发明授权
    Method and system for integrating an interaction management system with a business rules management system 有权
    将交互管理系统与业务规则管理系统集成的方法和系统

    公开(公告)号：US09538010B2

    公开(公告)日：2017-01-03

    申请号：US14796899

    申请日：2015-07-10

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Nikolay Anisimov ,  Yevgeniy Petrovykh ,  Mark Scott

    IPC: H04M3/51 ,  H04M3/523 ,  H04M7/00 ,  G06Q10/06

    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。

    METHOD AND SYSTEM FOR INTEGRATING AN INTERACTION MANAGEMENT SYSTEM WITH A BUSINESS RULES MANAGEMENT SYSTEM
    13.
    发明申请
    METHOD AND SYSTEM FOR INTEGRATING AN INTERACTION MANAGEMENT SYSTEM WITH A BUSINESS RULES MANAGEMENT SYSTEM 有权
    将业务管理系统与业务规则管理系统集成的方法和系统

    公开(公告)号：US20150312415A1

    公开(公告)日：2015-10-29

    申请号：US14796899

    申请日：2015-07-10

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Nikolay Anisimov ,  Yevgeniy Petrovykh ,  Mark Scott

    IPC: H04M3/51 ,  G06Q10/06

    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。

    SYSTEM AND METHODS FOR IMPROVING INTERACTION ROUTING PERFORMANCE
    15.
    发明申请
    SYSTEM AND METHODS FOR IMPROVING INTERACTION ROUTING PERFORMANCE 审中-公开

    公开(公告)号：US20180124122A1

    公开(公告)日：2018-05-03

    申请号：US15852665

    申请日：2017-12-22

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Nikolay Anisimov ,  Vyacheslav Sayko ,  Vitaliy Teryoshin

    IPC: H04L29/06 ,  H04L12/721

    CPC classification number: H04L65/1043 ,  H04L45/34 ,  H04L65/1096

    Abstract: An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.

    System and methods for improving interaction routing performance
    16.
    发明授权
    System and methods for improving interaction routing performance 有权

    公开(公告)号：US09854006B2

    公开(公告)日：2017-12-26

    申请号：US14477792

    申请日：2014-09-04

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Nikolay Anisimov ,  Vyacheslav Sayko ,  Vitaliy Teryoshin

    IPC: H04L12/26 ,  H04L29/06 ,  H04L12/721

    CPC classification number: H04L65/1043 ,  H04L45/34 ,  H04L65/1096

    Abstract: An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.

    System and methods for scheduling and optimizing inbound call flow to a call center
    19.
    发明授权
    System and methods for scheduling and optimizing inbound call flow to a call center 有权
    调度和优化到呼叫中心的入站呼叫流的系统和方法

    公开(公告)号：US09553988B2

    公开(公告)日：2017-01-24

    申请号：US14308668

    申请日：2014-06-18

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Nikolay Anisimov ,  Sergey Fedorov ,  Herbert Ristock

    IPC: H04M5/00 ,  H04M3/523 ,  G06Q10/10

    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。

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