公开(公告)号：US20180191899A1

公开(公告)日：2018-07-05

申请号：US15907121

申请日：2018-02-27

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Yi CHANG ,  Robert Andrew FINAN ,  Richard McCROSSAN ,  Brian BISCHOFF

IPC: H04M3/51

CPC classification number: H04M3/5175

Abstract: A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.

公开(公告)号：US20180013892A1

公开(公告)日：2018-01-11

申请号：US15714869

申请日：2017-09-25

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Paul SEGRE ,  Gordon BELL ,  Brian BISCHOFF ,  Donald HUOVINEN ,  Herbert Willi Artur RISTOCK

IPC: H04M3/523 ,  H04L29/08

Abstract: A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node. According to one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.

公开(公告)号：US20150271331A1

公开(公告)日：2015-09-24

申请号：US14221202

申请日：2014-03-20

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Paul SEGRE ,  Gordon BELL ,  Brian BISCHOFF ,  Donald HUOVINEN ,  Herbert Willi Artur RISTOCK

IPC: H04M3/523 ,  H04L29/08 ,  H04M3/51

CPC classification number: H04M3/5232 ,  H04L67/1002 ,  H04M3/5237

Abstract: A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node. According to one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.

Abstract translation: 在分布式联络中心环境中用于本地生存能力的系统和方法具有在第一联络中心节点中接收第一交互请求的第一处理器。 响应于交互请求，第一处理器向第二联络中心节点发送第一消息。 第一消息被配置为调用与第二联系中心节点相关联的第一资源，以经由第一资源来处理交互。 第一个处理器监视与第二个联络中心节点的连接。 第一处理器接收第二个交互请求，并进一步确定与第二联络中心节点的连接不足。 响应于确定与第二联络中心节点没有连接，第一处理器禁止向第二联络中心节点发送第二消息。 根据一个实施例，第二消息用于调用与第二联络中心节点相关联的第二资源，以经由第二资源来处理交互。

公开(公告)号：US20150271249A1

公开(公告)日：2015-09-24

申请号：US14221121

申请日：2014-03-20

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Paul SEGRE ,  Gordon BELL ,  Brian BISCHOFF ,  Donald HUOVINEN ,  Herbert Willi Artur RISTOCK

IPC: H04L29/08

CPC classification number: G06F11/00 ,  H04L43/04 ,  H04L43/0882 ,  H04L43/16 ,  H04L45/22 ,  H04L65/00 ,  H04L65/1069 ,  H04L65/1073 ,  H04L69/40 ,  H04M3/2227 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5233 ,  H04M2203/402 ,  H04M2203/407

Abstract: A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node. According to one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.

Abstract translation: 在分布式联络中心环境中用于本地生存能力的系统和方法具有在第一联络中心节点中接收第一交互请求的第一处理器。 响应于交互请求，第一处理器向第二联络中心节点发送第一消息。 第一消息被配置为调用与第二联系中心节点相关联的第一资源，以经由第一资源来处理交互。 第一个处理器监视与第二个联络中心节点的连接。 第一处理器接收第二个交互请求，并进一步确定与第二联络中心节点的连接不足。 响应于确定与第二联络中心节点没有连接，第一处理器禁止向第二联络中心节点发送第二消息。 根据一个实施例，第二消息用于调用与第二联络中心节点相关联的第二资源，以经由第二资源来处理交互。