公开(公告)号：US09083802B2

公开(公告)日：2015-07-14

申请号：US14149789

申请日：2014-01-07

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Nikolay Anisimov ,  Yevgeniy Petrovykh ,  Mark Scott

IPC: H04M3/523 ,  H04M7/00 ,  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：US10097689B2

公开(公告)日：2018-10-09

申请号：US15283288

申请日：2016-09-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Nikolay Anisimov ,  Yevgeniy Petrovykh ,  Sergey B. Belov ,  Mark Scott

IPC: H04M5/00 ,  H04M3/51 ,  H04L12/58 ,  H04W4/14 ,  H04W40/02 ,  H04L12/66 ,  H04M3/523 ,  H04L12/18 ,  H04W88/16 ,  H04L29/08 ,  H04W4/12

Abstract: 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.

公开(公告)号：US20180167509A1

公开(公告)日：2018-06-14

申请号：US15892364

申请日：2018-02-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Nikolay Anisimov ,  Yevgeniy Petrovykh ,  Mark Scott

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

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.

公开(公告)号：USRE46387E1

公开(公告)日：2017-05-02

申请号：US14571207

申请日：2014-12-15

Applicant: Genesys Telecommunications Laboratories, Inc.

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

IPC: G06Q10/06

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：US10289389B2

公开(公告)日：2019-05-14

申请号：US15284480

申请日：2016-10-03

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Petr Makagon ,  Andriy Ryabchun ,  Nikolay Anisimov

IPC: G06F8/36 ,  G06F8/71 ,  G06F8/20 ,  G06F8/30 ,  H04M3/22 ,  H04M3/51

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：US09462435B2

公开(公告)日：2016-10-04

申请号：US14161602

申请日：2014-01-22

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Nikolay Anisimov ,  Yevgeniy Petrovykh ,  Sergey B. Belov ,  Mark Scott

IPC: H04W4/00 ,  H04W4/14 ,  H04M3/51 ,  H04W40/02 ,  H04L12/18 ,  H04L12/58 ,  H04W88/16

CPC classification number: 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

Abstract: 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.

Abstract translation: 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。

公开(公告)号：US20150378686A1

公开(公告)日：2015-12-31

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.

Abstract translation: 呼叫中心（CC）发生器包括从机器可读物理介质在计算机化设备上执行的发生器软件（GSW），用于接收CC配置的输入接口，存储CC软件组件的数据存储库的访问，与配置参数相关的功能 到存储的CC软件组件中的各个，以及用于传送CC SW套件的输出接口。 执行GSW的CC生成器考虑CC配置，应用相关功能，选择要从数据存储库复制的CC软件组件，并构建CC SW套件进行输出。

公开(公告)号：US20140379936A1

公开(公告)日：2014-12-25

申请号：US14477792

申请日：2014-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Nikolay Anisimov ,  Vyacheslav Sayko ,  Vitaliy Teryoshin

IPC: 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.

Abstract translation: 交互路由器包括执行存储在机器可读介质上的路由引擎的计算机化服务器，服务器处接收来自交互切换元件的信息的接口，关于在要路由的交换元件上接收到的交互的信息， 服务器到广域网（WAN），路由引擎的功能是判断是否进行一个或多个业务逻辑确定以选择用于交互的路由目的地，以及用于控制交换机以路由交互的功能。 如果要进行一个或多个业务逻辑确定，则路由引擎通过WAN从远程服务器请求业务逻辑确定，并且在从远程服务器接收到确定后，使用将控制切换元件的确定 路由互动。