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公开(公告)号：US09674361B2
公开(公告)日：2017-06-06
申请号：US14754484
申请日：2015-06-29
Inventor： Herbert Willi Artur Ristock , Vidas Placiakis , Vitaliy Teryoshin , Nikolay I. Korolev , Yevgeniy Petrovykh , Anand Pai Krishnanand Nitin
CPC classification number: H04M3/5191 , G06F9/48 , G06Q10/06316 , H04L29/08 , H04L67/1008 , H04L67/327 , H04M3/5175
Abstract: Systems and methods are shown for 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 to an agent based on order of priority or workflow strategy.
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公开(公告)号：US20170013132A1
公开(公告)日：2017-01-12
申请号：US14795563
申请日：2015-07-09
Inventor： Herbert Willi Artur Ristock , Merijn te Booij , Vladimir Mezhibovsky , David Anderson , Yevgeniy Petrovykh
CPC classification number: H04M3/5235 , G06Q30/01 , G06Q30/0617
Abstract: A system includes a contact center to provide an interaction between a consumer and an agent workstation of the contact center, where the consumer conducts a transaction with a provider through a third party marketplace. A database stores information about a relationship between the consumer, the provider and the marketplace. The contact center to routes the consumer to the agent workstation based on the relationship.
Abstract translation: 系统包括联络中心，以提供消费者和联络中心的代理工作站之间的交互，消费者通过第三方市场与供应商进行交易。 数据库存储有关消费者，供应商和市场之间关系的信息。 联络中心根据关系将消费者路由到代理工作站。
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公开(公告)号：US09497289B2
公开(公告)日：2016-11-15
申请号：US13708915
申请日：2012-12-07
Inventor： Alex Khodorenko , Vladimir Pimtchenkov , Sergey B. Belov , Yevgeniy Petrovykh , Patrick Mackey
CPC classification number: H04M3/5232 , H04L51/32 , H04L67/306 , H04L67/325 , H04M3/42068 , H04M3/5191
Abstract: 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.
Abstract translation: 一种用于在联络中心处理交互的优先级的方法，所述方法包括：识别要优先处理的交互; 识别与交互相关联的人; 识别与交互相关联的人的影响级别; 并且基于与交互相关联的人的影响级别来优先处理交互。
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24.发明授权System and methods for integrating short message service messaging with contact center applications 有权将短消息服务消息传递与联络中心应用程序集成的系统和方法公开(公告)号：US09462435B2
公开(公告)日：2016-10-04
申请号：US14161602
申请日：2014-01-22
Inventor： Nikolay Anisimov , Yevgeniy Petrovykh , Sergey B. Belov , Mark Scott
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。
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公开(公告)号：US20140372755A1
公开(公告)日：2014-12-18
申请号：US14338333
申请日：2014-07-22
Inventor： Herbert Willi Artur Ristock , Yevgeniy Petrovykh
IPC: H04L12/841 , H04L29/06 , H04L12/58
CPC classification number: H04L47/286 , H04L9/3236 , H04L51/04 , H04L63/0428 , H04L63/08 , H04L63/108 , H04L69/28 , H04M3/51 , H04M3/523 , H04M2203/6081
Abstract: 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.
Abstract translation: 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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Patent Agency Ranking
公开(公告)号：US10250753B2
公开(公告)日：2019-04-02
申请号：US14565684
申请日：2014-12-10
Inventor： Herbert Willi Artur Ristock , Vyacheslav Zhakov , Yevgeniy Petrovykh
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.
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公开(公告)号：USRE47138E1
公开(公告)日：2018-11-20
申请号：US14931814
申请日：2015-11-03
Inventor： Yevgeniy Petrovykh
IPC: H04L12/28 , H04M3/51 , H04L12/58 , H04L29/06 , H04M7/00 , H04Q3/64 , H04L29/08 , H04L12/24 , H04L12/26 , H04M3/22 , H04M3/36 , H04M3/42 , H04M3/523 , H04M7/12
Abstract: A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue has a first interface for accessing information from the queue; a second interface for accessing information from a data source about workforce availability and state information; a processing component for processing queue information and workforce information; and a message generation and delivery component for generating a workforce allocation recommendation based on processing results and sending the recommendation to a target entity. In a preferred embodiment, the application periodically accesses the queue and the data source to obtain the most recent information for processing and generates periodic recommendations based on real-time requirements of events and availability states of resources, the recommendations sent ahead of time before the resources are required.
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28.发明授权公开(公告)号：US10097689B2
公开(公告)日：2018-10-09
申请号：US15283288
申请日：2016-09-30
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.
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29.发明申请公开(公告)号：US20180167509A1
公开(公告)日：2018-06-14
申请号：US15892364
申请日：2018-02-08
Inventor： Nikolay Anisimov , Yevgeniy Petrovykh , Mark Scott
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.
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公开(公告)号：US09948781B2
公开(公告)日：2018-04-17
申请号：US15261826
申请日：2016-09-09
Inventor： Yevgeniy Petrovykh , Herbert Willi Artur Ristock , Vidas Placiakis , Alex Petrov
CPC classification number: H04M3/5231 , G06Q10/06311 , H04M3/5158 , H04M3/5191 , H04M2203/2072 , H04M2242/28
Abstract: 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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