公开(公告)号：US20140205078A1

公开(公告)日：2014-07-24

申请号：US14161643

申请日：2014-01-22

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Petr Makagon ,  Herbert Willi Artur Ristock ,  Dan Kikinis

IPC: H04M3/51

CPC classification number: H04M3/5125 ,  G06Q10/0631 ,  G06Q10/06311 ,  G06Q10/063112 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233

Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.

Abstract translation: 聘请和激活一个或多个工作组以服务联络中心业务的系统包括一个或多个组可访问的接口，用于接收组注册数据，发布联络中心业务以及使组可以订阅接收业务; 用于存储订阅组的注册数据的数据存储库; 以及用于指定用于事件路由到组的路由策略的路由服务器。 该系统的特征在于，一个或多个工作组可以在联络中心业务活动期间被激活，以根据需要执行服务。

公开(公告)号：US10218848B2

公开(公告)日：2019-02-26

申请号：US14477832

申请日：2014-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

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

IPC: H04M3/51 ,  G06Q10/06 ,  G06Q10/10 ,  H04L29/06 ,  H04M3/42 ,  H04M3/523 ,  H04Q3/00 ,  H04Q3/64 ,  H04L29/08 ,  H04M3/22 ,  H04M3/493

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.

公开(公告)号：US09967397B2

公开(公告)日：2018-05-08

申请号：US15237563

申请日：2016-08-15

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Petr Makagon ,  Herbert Willi Artur Ristock ,  Dan Kikinis

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q10/06 ,  H04M3/523

CPC classification number: H04M3/5125 ,  G06Q10/0631 ,  G06Q10/06311 ,  G06Q10/063112 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233

Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.

公开(公告)号：USRE46538E1

公开(公告)日：2017-09-05

申请号：US14578145

申请日：2014-12-19

Applicant: Genesys Telecommunications Laboratories, Inc.

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

IPC: G06Q10/06

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.

公开(公告)号：USRE46521E1

公开(公告)日：2017-08-22

申请号：US14578133

申请日：2014-12-19

Applicant: Genesys Telecommunications Laboratories, Inc.

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

IPC: G06Q10/06

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.

公开(公告)号：US09723151B2

公开(公告)日：2017-08-01

申请号：US14887310

申请日：2015-10-19

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Conor McGann ,  Bharath Aravamudhan ,  Petr Makagon ,  Herbert Willi Artur Ristock ,  Yochai Konig ,  Gregory Duclos ,  Vyacheslav Zhakov ,  Damjan Pelemis

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  G06N5/04 ,  G06Q10/06

CPC classification number: H04M3/5232 ,  G06N5/04 ,  G06N99/00 ,  G06Q10/063112 ,  H04L29/08 ,  H04L67/02 ,  H04L67/18 ,  H04L67/20 ,  H04L67/22 ,  H04L67/306 ,  H04M3/5233 ,  H04M3/5238 ,  H04M2203/40 ,  H04M2203/401

Abstract: A system and method for routing interactions to contact center agents. The system is adapted to concurrently identify a plurality of interactions waiting to be routed, and identify a plurality of candidate agents viable for handling the plurality of interactions. The system is also adapted to calculate a predicted wait time associated with each of the candidate agents. For each agent of the plurality of candidate agents, the system is adapted to estimate an expected value to be obtained by routing each of the plurality of the interaction to the agent. The expected value is a function of the predicted wait time. The system is further adapted to assign each of the plurality of the interactions to one of the plurality of candidate agents based on the estimated reward, and signal a routing device for routing each of the plurality of the interactions to the agent assigned to the interaction.

公开(公告)号：US09459841B2

公开(公告)日：2016-10-04

申请号：US14846705

申请日：2015-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Petr Makagon ,  Andriy Ryabchun ,  Nikolay Anisimov

IPC: G06F9/44 ,  H04M3/22 ,  H04M3/51

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.

公开(公告)号：US09420101B2

公开(公告)日：2016-08-16

申请号：US14792582

申请日：2015-07-06

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Petr Makagon ,  Herbert Willi Artur Ristock ,  Dan Kikinis

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q10/06 ,  H04M3/523

CPC classification number: H04M3/5125 ,  G06Q10/0631 ,  G06Q10/06311 ,  G06Q10/063112 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233

Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.

公开(公告)号：US09077803B2

公开(公告)日：2015-07-07

申请号：US14161643

申请日：2014-01-22

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Petr Makagon ,  Herbert Willi Artur Ristock ,  Dan Kikinis

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

CPC classification number: H04M3/5125 ,  G06Q10/0631 ,  G06Q10/06311 ,  G06Q10/063112 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233

Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.

Abstract translation: 聘请和激活一个或多个工作组以服务联络中心业务的系统包括一个或多个组可访问的接口，用于接收组注册数据，发布联络中心业务以及使组可以订阅接收业务; 用于存储订阅组的注册数据的数据存储库; 以及用于指定用于事件路由到组的路由策略的路由服务器。 该系统的特征在于，一个或多个工作组可以在联络中心业务活动期间被激活，以根据需要执行服务。

公开(公告)号：US10264123B2

公开(公告)日：2019-04-16

申请号：US15955347

申请日：2018-04-17

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Petr Makagon ,  Herbert Willi Artur Ristock ,  Dan Kikinis

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q10/06 ,  H04M3/523

Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.