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。

公开(公告)号：US09912812B2

公开(公告)日：2018-03-06

申请号：US14086933

申请日：2013-11-21

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Leonid Vymenets ,  David Beilis ,  Michael Davies ,  Aaron Surty ,  Vyacheslav Zhakov ,  Adrian Lee-Kwen

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5175 ,  H04M3/42161 ,  H04M3/5183 ,  H04M2201/42 ,  H04M2203/158 ,  H04M2203/355 ,  H04M2203/408

Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

公开(公告)号：US09832319B2

公开(公告)日：2017-11-28

申请号：US14304585

申请日：2014-06-13

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert W. A. Ristock ,  Grygoriy Budilovsky ,  Vyacheslav Zhakov

IPC: H04M3/42 ,  H04M3/54 ,  H04L29/06 ,  H04M3/51 ,  H04M7/00

CPC classification number: H04M3/541 ,  H04L65/1006 ,  H04L65/1096 ,  H04M3/5183 ,  H04M7/006

Abstract: A system and method provide an indication by a calling device of a transfer preference for an interaction with a called device. The called device is enabled or restricted to transfer the interaction based on the transfer preference. The transfer preference is provided by a session initiation protocol or various other call topologies.

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：US09674356B2

公开(公告)日：2017-06-06

申请号：US13684053

申请日：2012-11-21

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vyacheslav Zhakov

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q30/02 ,  G06Q30/00

CPC classification number: H04M3/5175 ,  G06Q30/016 ,  G06Q30/02 ,  H04M3/5183 ,  H04M2203/402

Abstract: A machine learning system and method for contact center use. Activities associated with a plurality of contact centers are monitored and a knowledge base is updated based on the monitored activities. An outcome for a particular contact center may be predicted based on monitored interactions for the particular contact center, and based on information in the knowledge base. An output is then generated based on the predicted outcome.

公开(公告)号：US09549078B2

公开(公告)日：2017-01-17

申请号：US14566680

申请日：2014-12-10

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vyacheslav Zhakov ,  Vyacheslav Valentinovich Sayko

IPC: H04M3/42 ,  H04M3/428 ,  H04L29/06 ,  H04M7/12 ,  H04M3/56 ,  H04M7/00

CPC classification number: H04M7/129 ,  H04L65/1006 ,  H04L65/105 ,  H04L65/1053 ,  H04L65/1096 ,  H04M3/42017 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/4285 ,  H04M3/56 ,  H04M7/0033

Abstract: A Session Initiation Protocol (SIP) service system includes a SIP-enabled soft switch at a telephony service provider, executing code from a coupled machine-readable medium, routing SIP transactions to remote destinations, a media server coupled to the SIP-enabled soft switch storing media including ring tones and music-on-hold for use in progressing transactions, and an interface to a wide-area-network (WAN) for transmitting transactions and media. The SIP-enabled soft switch determines for each transaction from stored data whether media services are to be provided or not provided for that destination, and in the event media services are not to be provided, alters packet data to indicate media services to be provided by a server local to the destination.

Abstract translation: 会话发起协议（SIP）服务系统包括在电话服务提供商处的支持SIP的软交换机，从耦合的机器可读介质执行代码，将SIP事务路由到远程目的地，耦合到启用SIP的软交换机的媒体服务器 存储包括铃声和音乐保持在内的用于进行交易的媒体，以及用于传送交易和媒体的广域网（WAN）的接口。 启用S​​IP的软交换机从存储的数据确定每个交易是否要为该目的地提供媒体服务，并且在不提供媒体服务的情况下，改变分组数据以指示要由 服务器本地到目的地。

公开(公告)号：US20160036980A1

公开(公告)日：2016-02-04

申请号：US14445646

申请日：2014-07-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Yochai Konig ,  Vyacheslav Zhakov ,  Vyacheslav Sayko ,  Eric Tamblyn

IPC: H04M3/523 ,  H04M3/51 ,  H04M3/22

CPC classification number: H04M3/5166 ,  H04M3/2236 ,  H04M3/5183 ,  H04M2203/2061

Abstract: A system and method include a processor and a memory, where the memory stores instructions, which when executed by the processor, causes the processor to determine whether a session is hard-to-understand. When the session is hard-to-understand the processor provides an adjustment for the session.

Abstract translation: 系统和方法包括处理器和存储器，其中存储器存储指令，当处理器执行时，指令使处理器确定会话是否难以理解。 当会话难以理解时，处理器为会话提供调整。

公开(公告)号：US20150254679A1

公开(公告)日：2015-09-10

申请号：US14201738

申请日：2014-03-07

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Merijn te Booij ,  Kentis Gopalla ,  Yochai Konig ,  Morad Ankri ,  Vyacheslav Zhakov

IPC: G06Q30/02

CPC classification number: G06Q30/0201

Abstract: A method includes: receiving, on a processor, data associated with an interaction between a user and a first enterprise; applying, by the processor, a rule of a template based on the data; identifying, by the processor and using the rule of the template, a second enterprise; and transmitting, by the processor, the data to the second enterprise in accordance with the rule.

Abstract translation: 一种方法包括：在处理器上接收与用户和第一企业之间的交互相关联的数据; 由处理器基于数据应用模板的规则; 由处理器识别并使用模板的规则，第二企业; 并且由处理器根据规则将数据发送给第二企业。

公开(公告)号：US20150092616A1

公开(公告)日：2015-04-02

申请号：US14565684

申请日：2014-12-10

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Vyacheslav Zhakov ,  Yevgeniy Petrovykh

IPC: H04M3/56

CPC classification number: H04M3/567 ,  H04L12/1818

Abstract: A communication system has a network-connected server comprising a processor and a coupled data repository and software executing on the processor from a non-transitory medium. The software provides a first function establishing a communication session between an initiator and an agent of an enterprise hosting the system, a second function gathering information about persons other than the initiator and the agent as potential conference participants, a third function generating and sending invitations to a conference to include the initiator and the agent to individual ones of the potential conference participants, and a fourth function connecting those accepting invitations to the conference.

Abstract translation: 通信系统具有网络连接的服务器，其包括处理器和耦合的数据存储库以及在非处理介质上在处理器上执行的软件。 所述软件提供第一功能，建立发起者和托管系统的企业的代理之间的通信会话;第二功能收集关于除了发起者以外的人的代理作为潜在的会议参与者的信息;产生和发送邀请的第三函数 将发起人和代理人包括在潜在的会议参与者中的一个会议，以及将接受邀请的会议连接到会议的第四个功能。

公开(公告)号：US20140177819A1

公开(公告)日：2014-06-26

申请号：US14086933

申请日：2013-11-21

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Leonid Vymenets ,  David Beilis ,  Michael Davies ,  Aaron Surty ,  Vyacheslav Zhakov ,  Adrian Lee-Kwen

IPC: H04M3/523

CPC classification number: H04M3/5175 ,  H04M3/42161 ,  H04M3/5183 ,  H04M2201/42 ,  H04M2203/158 ,  H04M2203/355 ,  H04M2203/408

Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

Abstract translation: 一种用于通过图形用户界面为联络中心组成路由策略的系统和方法。 图形用户界面提供多个可选块和用于组合多个块中的选定块的工作空间。 多个块中的每个块与用于管理与联络中心的交互的逻辑相关联。 处理器接收相对于工作空间区域中的其他块的块中的一个的标识和工作空间区域中的位置的标识，并将识别的块放置在所识别的位置。 处理器基于工作空间区域中的块和工作区域中相对于彼此的块的位置来生成路由策略。 处理器还将工作区域中的块的布局存储为路由策略的路由图。 处理器根据激活的路由策略激活用于管理入站交互的路由策略。