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11.发明申请SYSTEM AND METHODS FOR INTEGRATING SHORT MESSAGE SERVICE MESSAGING WITH CONTACT CENTER APPLICATIONS 审中-公开用联合中心应用集成短消息服务消息的系统和方法公开(公告)号：US20170019536A1
公开(公告)日：2017-01-19
申请号：US15283288
申请日：2016-09-30
CPC分类号： H04M3/5183 , H04L12/1822 , H04L12/66 , H04L51/04 , H04L51/36 , H04L51/38 , H04L67/02 , H04M3/5141 , H04M3/5191 , H04M3/523 , H04W4/12 , H04W4/14 , H04W40/02 , H04W88/16
摘要： A system for routing short message service (SMS) messages to endpoints in a contact center includes a first node for receiving SMS message streams from multiple sources operating variant protocols and for multiplexing the multiple streams into a single message stream following a universal protocol, a media gateway server connected to the first node for receiving the single message stream and for forwarding individual ones of the messages therein to individual ones of a plurality of connected servers, and a router connected to at least one of the connected servers for routing individual messages represented therein to individual ones of a plurality of network-supported endpoint devices.
摘要翻译： 用于将短消息服务（SMS）消息路由到联络中心中的端点的系统包括用于从操作变体协议的多个源接收SMS消息流的第一节点，以及根据通用协议将多个流复用到单个消息流中的媒体 网关服务器连接到第一节点，用于接收单个消息流，并将其中的各个消息转发到多个连接的服务器中的个别消息流，以及连接到至少一个连接的服务器的路由器，用于路由其中表示的各个消息 到多个网络支持的端点设备中的单个的。
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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
发明人： Nikolay Anisimov , Yevgeniy Petrovykh , Mark Scott
CPC分类号： H04M3/5191 , G06Q10/067 , H04M3/51 , H04M3/5175 , H04M3/5183 , H04M3/5232 , H04M2201/16
摘要： 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.
摘要翻译： 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。
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公开(公告)号：US09525640B2
公开(公告)日：2016-12-20
申请号：US14338333
申请日：2014-07-22
CPC分类号： H04L47/286 , H04L9/3236 , H04L51/04 , H04L63/0428 , H04L63/08 , H04L63/108 , H04L69/28 , H04M3/51 , H04M3/523 , H04M2203/6081
摘要： An apparatus for controlling lifespan of interaction requests includes a processor and a memory, the memory storing instructions that when executed by the processor cause the processor to detect when an interaction request is being initiated for send from a communications appliance, server, or system, activate an interface on the appliance, server, or system for configuring a time to live (TTL) for the interaction request, cause, via the configuration, the interaction request to expire if not answered within the TTL life span, and cause, via the configuration, the TTL constraint applied to the interaction request to be lifted if the interaction is answered within the TTL life span.
摘要翻译： 用于控制交互请求的寿命的装置包括处理器和存储器，所述存储器存储指令，当所述处理器执行时，所述指令使所述处理器检测何时正在发起来自通信设备，服务器或系统的发送的交互请求，激活 用于为交互请求配置生存时间（TTL）的设备，服务器或系统上的接口，通过配置，如果在TTL寿命期内未应答，则交互请求将过期，并且通过配置 如果在TTL寿命期内应答互动，TTL约束应用于要提升的交互请求。
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公开(公告)号：USRE46174E1
公开(公告)日：2016-10-04
申请号：US14569587
申请日：2014-12-12
发明人： Yevgeniy Petrovykh
IPC分类号： G06F15/16 , H04M3/00 , H04L12/58 , H04L12/24 , H04M3/51 , H04M7/00 , G06Q10/06 , H04L29/08 , G06Q10/10 , H04L29/06 , H04M3/22 , H04M3/36 , H04M3/42 , H04M3/523 , H04M7/12
CPC分类号： H04L12/581 , G06Q10/063 , G06Q10/107 , H04L29/06027 , H04L41/18 , H04L51/04 , H04L63/0281 , H04L65/1016 , H04L65/4007 , H04L67/02 , H04L67/04 , H04L67/142 , H04L67/24 , H04L67/327 , H04M3/2218 , H04M3/36 , H04M3/42093 , H04M3/42365 , H04M3/5141 , H04M3/5183 , H04M3/5191 , H04M3/5231 , H04M3/5238 , H04M7/003 , H04M7/12 , H04M2203/2011 , H04M2203/4536 , H04Q2213/1305 , H04Q2213/13072 , H04Q2213/13103 , H04Q2213/13164 , H04Q2213/13335 , H04Q2213/13349
摘要： A routing system is provided for intelligent routing of instant messages between clients connected to a data network and customer service representatives connected to the network. The system comprises at least one instant message server and at least one intermediate server connected to and addressable on the network, the intermediate server capable of routing and accessible to the instant message server. Clients connecting to the instant message server through instant message software assert a connection link advertised by the instant message server to establish bi-directional communication between the client machine and the intermediate server. In preferred application, the intermediate server interacts with the client for identification of client and client software. The client request is then routed to an appropriate customer service representative running compatible software according to enterprise rules establishing an active instant message connection between the client and the selected customer service representative.
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公开(公告)号：US20160134754A1
公开(公告)日：2016-05-12
申请号：US14995160
申请日：2016-01-13
发明人： Yevgeniy Petrovykh
CPC分类号： H04M3/5183 , H04L29/06027 , H04L41/18 , H04L43/04 , H04L49/201 , H04L49/25 , H04L51/00 , H04L51/04 , H04L65/1006 , H04L65/1009 , H04L65/105 , H04L65/1069 , H04L65/1073 , H04L65/1096 , H04L67/02 , H04L67/04 , H04L67/142 , H04L67/24 , H04M3/2218 , H04M3/36 , H04M3/42093 , H04M3/42365 , H04M3/5166 , H04M3/5191 , H04M3/523 , H04M3/5231 , H04M3/5232 , H04M3/5238 , H04M7/003 , H04M7/006 , H04M7/12 , H04M2203/2011 , H04Q3/64 , H04Q2213/1305 , H04Q2213/13072 , H04Q2213/13103 , H04Q2213/13164 , H04Q2213/13335 , H04Q2213/13349
摘要： A system for optimizing response time to events or representations thereof waiting in a queue has a first server having access to the queue; a software application running on the first server; and a second server accessible from the first server, the second server containing rules governing the optimization. In a preferred embodiment, the software application at least periodically accesses the queue and parses certain ones of events or tokens in the queue and compares the parsed results against rules accessed from the second server in order to determine a measure of disposal time for each parsed event wherein if the determined measure is sufficiently low for one or more of the parsed events, those one or more events are modified to a reflect a higher priority state than originally assigned enabling faster treatment of those events resulting in relief from those events to the queue system load.
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16.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
发明人： Nikolay Anisimov , Yevgeniy Petrovykh , Mark Scott
CPC分类号： H04M3/5191 , G06Q10/067 , H04M3/51 , H04M3/5175 , H04M3/5183 , H04M3/5232 , H04M2201/16
摘要： 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.
摘要翻译： 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。
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公开(公告)号：US20200280635A1
公开(公告)日：2020-09-03
申请号：US16805449
申请日：2020-02-28
发明人： Vitaly Y. Barinov , Vitaliy Teryoshin , Yevgeniy Petrovykh , Arnaud Lejeune , Herbert Willi Artur Ristock
摘要： A method for routing interactions arriving at a contact center. The method may include: providing a cost schedule for the interactions that includes a classifier in which categories of interaction types are defined and a cost value corresponding to each of the interaction types; providing a capacity value for agents; and routing the interactions in accordance with a routing process. The routing process may include: receiving the first interaction; pursuant to the classifier, classifying the first interaction as being a first interaction type; determining the cost value of the first interaction as being the cost value corresponding to the first interaction type in the cost schedule; calculating for each of the agents an available capacity; and routing the first interaction to a first agent based on the available capacity of the first agent being sufficient given the cost value.
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公开(公告)号：US10348899B2
公开(公告)日：2019-07-09
申请号：US15922784
申请日：2018-03-15
摘要： An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.
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公开(公告)号：US10162685B2
公开(公告)日：2018-12-25
申请号：US15818191
申请日：2017-11-20
发明人： Herbert Willi Artur Ristock , Vidas Placiakis , Vitaliy Teryoshin , Nikolay I. Korolev , Yevgeniy Petrovykh , Anand Pai Krishnanand Nitin
摘要： Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data, and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.
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公开(公告)号：US10142477B2
公开(公告)日：2018-11-27
申请号：US15351401
申请日：2016-11-14
发明人： Alex Khodorenko , Vladimir Pimtchenkov , Sergey B. Belov , Yevgeniy Petrovykh , Patrick Mackey , Arne Stoertenbecker
摘要： A method for prioritizing processing of interactions at a contact center, the method including: identifying an interaction to be prioritized for processing; identifying a person associated with the interaction; identifying an influence level of the person associated with the interaction; and prioritizing the interaction for processing based on the influence level of the person associated with the interaction.
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