公开(公告)号：US06286033B1

公开(公告)日：2001-09-04

申请号：US09561139

申请日：2000-04-28

申请人： Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski

发明人： Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski

IPC分类号： G06F1727

CPC分类号： H04M3/5183 ,  G06F17/2247 ,  G06F17/2264 ,  H04M3/5237

摘要： A network-based system for distributing object-oriented CTI scripts is provided. The system includes, at least one source communication center enabled with an object-oriented-programming-system for generating and distributing the CTI scripts, at least one receiving communication center enabled with an object-oriented-programming-system for receiving and implementing the CTI scripts, an instance of a descriptor-language-converter application installed and operational within the source communication center and an instance of the descriptor-language-converter application installed and operational within receiving communication center. The source center creates the CTI script using its own object-oriented-programming-system, converts the object-oriented script into a descriptor language using the descriptor-language-converter, and distributes the descriptor-language script over the network and, wherein the receiving communication center receives the descriptor-language script and interpreting the language, regenerates a version of the original CTI script using its own object-oriented-programming-system. In preferred embodiments, XML language is used as the descriptor-language. In other embodiments, other descriptor languages may be used.

摘要翻译： 提供了一种用于分发面向对象的CTI脚本的基于网络的系统。 该系统包括至少一个能够产生和分发CTI脚本的面向对象编程系统的源通信中心，至少一个接收通信中心，该中心支持面向对象的编程系统，用于接收和实现CTI 脚本，在源通信中心内安装和操作的描述符语言转换器应用程序的实例以及在接收通信中心内安装和操作的描述符语言转换器应用程序的实例。 源中心使用自己的面向对象编程系统创建CTI脚本，使用描述符语言转换器将面向对象的脚本转换为描述符语言，并通过网络分发描述符语言脚本，其中 接收通信中心接收描述语言脚本并解释语言，使用自己的面向对象编程系统重新生成原始CTI脚本的版本。 在优选实施例中，使用XML语言作为描述符语言。 在其他实施例中，可以使用其他描述符语言。

公开(公告)号：US20080162701A1

公开(公告)日：2008-07-03

申请号：US11616738

申请日：2006-12-27

申请人： Andrey Ryabchun ,  Petr Makagon ,  Herbert Ristock ,  Nikolay Anisimov ,  Dave Snyder ,  S. Michael Perlmutter

发明人： Andrey Ryabchun ,  Petr Makagon ,  Herbert Ristock ,  Nikolay Anisimov ,  Dave Snyder ,  S. Michael Perlmutter

IPC分类号： G06F15/16

CPC分类号： H04L67/306 ,  H04L51/04 ,  H04M3/5191

摘要： A network-based interaction system includes a machine connected to the network for receiving and routing an interaction request, a server application having access to the network for matching an interaction request to a profile, and a data repository for storing profile information.

摘要翻译： 基于网络的交互系统包括连接到网络的用于接收和路由交互请求的机器，具有访问网络以便将交互请求与简档进行匹配的服务器应用程序以及用于存储简档信息的数据存储库。

公开(公告)号：US20080049929A1

公开(公告)日：2008-02-28

申请号：US11926385

申请日：2007-10-29

申请人： Alec Miloslavsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski ,  Yuri Shtivelman ,  Oleg Turovsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin

发明人： Alec Miloslavsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski ,  Yuri Shtivelman ,  Oleg Turovsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin

IPC分类号： H04M3/00

CPC分类号： H04M3/5237 ,  G06Q10/107 ,  H04M3/5191 ,  H04M7/0027

摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.

摘要翻译： 用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器 通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。 第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。 数字网络连接可能是TCP \ IP连接。 在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。 在一些实施例中，LAN也连接到运行数据库实例的数据服务器。 在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心 处理器耦合到服务控制点和呼叫中心中央交换机。 在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。

公开(公告)号：US20080046531A1

公开(公告)日：2008-02-21

申请号：US11926339

申请日：2007-10-29

申请人： Yuri Shtivelman ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin ,  Oleg Turovsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski

发明人： Yuri Shtivelman ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin ,  Oleg Turovsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski

IPC分类号： G06F15/16

CPC分类号： H04M3/5237 ,  G06Q10/107 ,  H04M3/5191 ,  H04M7/0027

摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.

摘要翻译： 用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器 通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。 第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。 数字网络连接可能是TCP \ IP连接。 在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。 在一些实施例中，LAN也连接到运行数据库实例的数据服务器。 在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心 处理器耦合到服务控制点和呼叫中心中央交换机。 在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。

公开(公告)号：US20080043975A1

公开(公告)日：2008-02-21

申请号：US11924963

申请日：2007-10-26

申请人： Alec Miloslavsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski ,  Yuri Shtivelman ,  Oleg Turovsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin

发明人： Alec Miloslavsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski ,  Yuri Shtivelman ,  Oleg Turovsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin

IPC分类号： H04M7/00

CPC分类号： H04M3/5237 ,  G06Q10/107 ,  H04M3/5191 ,  H04M7/0027

摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.

摘要翻译： 用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器 通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。 第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。 数字网络连接可能是TCP \ IP连接。 在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。 在一些实施例中，LAN也连接到运行数据库实例的数据服务器。 在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心 处理器耦合到服务控制点和呼叫中心中央交换机。 在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。

公开(公告)号：US06985943B2

公开(公告)日：2006-01-10

申请号：US10269124

申请日：2002-10-10

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

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

IPC分类号： G06F15/173

CPC分类号： 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

摘要： 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：US10440182B1

公开(公告)日：2019-10-08

申请号：US15594148

申请日：2017-05-12

申请人： Sergey Fedorov ,  Nikolay Anisimov ,  Herbert Willi Artur Ristock ,  Vladimir Mezhibovsky ,  Nikolay I. Korolev ,  Vadim Dymshyts

发明人： Sergey Fedorov ,  Nikolay Anisimov ,  Herbert Willi Artur Ristock ,  Vladimir Mezhibovsky ,  Nikolay I. Korolev ,  Vadim Dymshyts

IPC分类号： H04M3/51 ,  H04M3/523

摘要： A system is provided for routing transactions to individual ones of a group of agents, comprising, a queue wherein transactions to be routed are placed, a transmission facility sending invitations to interact with a transaction from the queue to agents, and a router routing transactions from the queue to individual agents who accept the invitation.

公开(公告)号：US09519906B2

公开(公告)日：2016-12-13

申请号：US12339937

申请日：2008-12-19

申请人： Nikolay Anisimov ,  Mark Scott ,  Yevgeniy Petrovykh ,  Yi Chang

发明人： Nikolay Anisimov ,  Mark Scott ,  Yevgeniy Petrovykh ,  Yi Chang

IPC分类号： G06F7/00 ,  G06F17/30 ,  G06Q30/02

CPC分类号： G06Q30/02 ,  G06F17/30899

摘要： A ranking system ranks visitors to a Web site using one or more instances of machine-readable code executable from a digital medium accessible to a Web server. The code tracks visitor behavior while browsing the web site, and a visitor ranking module resident on the digital medium accepts information documented by the one or more instances of machine readable code and assigns rank values to one or more of the visitors. The ranking module ranks visitors at the Web-site based on logic and rules for interpreting visitor behavior and for applies a value to the visitor in real time based on that interpretation, and values applied at or above a preprogrammed level trigger solicitation of the visitor so ranked to engage in interaction including live assistance.

摘要翻译： 排名系统使用一个或多个可从Web服务器可访问的数字媒体中执行的机器可读代码实例，将访问者排列到网站。 该代码在浏览网站时跟踪访问者行为，并且驻留在数字媒体上的访问者排名模块接受由机器可读代码的一个或多个实例记录的信息，并将等级值分配给一个或多个访问者。 排名模块根据用于解释访问者行为的逻辑和规则对访问者进行排名，并根据该解释对访问者实时应用值，以及应用于预编程级别以上的值触发访问者的请求 排名参与互动，包括现场援助。

公开(公告)号：US09128802B2

公开(公告)日：2015-09-08

申请号：US12894692

申请日：2010-09-30

申请人： Petr Makagon ,  Andriy Ryabchun ,  Nikolay Anisimov

发明人： Petr Makagon ,  Andriy Ryabchun ,  Nikolay Anisimov

IPC分类号： G06F9/44

CPC分类号： G06F8/36 ,  G06F8/20 ,  G06F8/31 ,  G06F8/71 ,  H04M3/2263 ,  H04M3/5183

摘要： 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.

摘要翻译： 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：US09008075B2

公开(公告)日：2015-04-14

申请号：US12340937

申请日：2008-12-22

申请人： Nikolay Anisimov ,  Vyacheslav Sayko ,  Vitaliy Teryoshin

发明人： Nikolay Anisimov ,  Vyacheslav Sayko ,  Vitaliy Teryoshin

IPC分类号： H04L12/66 ,  H04L12/28 ,  H04L29/06

CPC分类号： H04L65/1043 ,  H04L45/34 ,  H04L65/1096

摘要： 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.

摘要翻译： 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。