公开(公告)号：US10412219B2

公开(公告)日：2019-09-10

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

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：US20180205829A1

公开(公告)日：2018-07-19

申请号：US15923908

申请日：2018-03-16

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Brian Bischoff ,  Gregg Kerlin ,  Henry Lum ,  Donald Huovinen ,  Tamal Islam ,  Terry Stocking ,  David H. Anderson ,  Galina Kovalenko ,  Bernard Bretherton ,  Vyacheslav Sayko

IPC: H04M3/523 ,  H04L29/06 ,  G06F9/50 ,  H04M3/42

CPC classification number: H04M3/5237 ,  G06F9/5072 ,  H04L65/1006 ,  H04L65/1036 ,  H04L65/1046 ,  H04L65/1069 ,  H04L65/1073 ,  H04M3/42008 ,  H04M3/42221

Abstract: A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.

公开(公告)号：US09588830B2

公开(公告)日：2017-03-07

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: G06F9/46 ,  G06F9/50 ,  H04L12/26 ,  H04M11/00 ,  G06F11/00 ,  H04L29/14 ,  H04M3/51 ,  H04M3/22 ,  H04M3/523 ,  H04L12/707 ,  H04L29/06

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。

公开(公告)号：US20190208061A1

公开(公告)日：2019-07-04

申请号：US16294767

申请日：2019-03-06

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Brian Bischoff ,  Gregg Kerlin ,  Henry Lum ,  Donald Huovinen ,  Tamal Islam ,  Terry Stocking

IPC: H04M3/523

CPC classification number: H04M3/523 ,  H04M2203/402 ,  H04M2203/406

Abstract: A system and method for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment. A controller in the first operations environment receives information on a call involving an end user device. A first media service is provided during a first portion of the call, and second media service is provided during a second portion of the call. The providing of the first media service includes transmitting by the controller a request for the first media service to a first media resource in the second operations environment. The first media resource transmits first media to the end user device in response. The providing of the second media service includes transmitting by the controller a request for the second media service to a second media resource in the first operations environment. The second media resource transmits second media to the end user device in response.

公开(公告)号：US10277741B2

公开(公告)日：2019-04-30

申请号：US13843737

申请日：2013-03-15

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Brian Bischoff ,  Gregg Kerlin ,  Henry Lum ,  Donald Huovinen ,  Tamal Islam ,  Terry Stocking

IPC: H04M1/24 ,  H04M3/523

Abstract: A system and method for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment. A controller in the first operations environment receives information on a call involving an end user device. A first media service is provided during a first portion of the call, and second media service is provided during a second portion of the call. The providing of the first media service includes transmitting by the controller a request for the first media service to a first media resource in the second operations environment. The first media resource transmits first media to the end user device in response. The providing of the second media service includes transmitting by the controller a request for the second media service to a second media resource in the first operations environment. The second media resource transmits second media to the end user device in response.

公开(公告)号：US10154143B2

公开(公告)日：2018-12-11

申请号：US14069328

申请日：2013-10-31

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Brian Bischoff ,  Donald Huovinen ,  Terry Stocking ,  David H. Anderson ,  Galina Kovalenko ,  Vyacheslav Sayko

IPC: H04M3/00 ,  H04M3/523 ,  H04M11/00

Abstract: As system and method for dynamically selecting a dial plan includes a processor that detects a new telephony call placed by a contact center agent in a first operations environment. The processor automatically identifies a state of the contact center agent without the agent having to expressly enter digits into a telephony device. The state may identify whether the agent is logged in, a work state of the agent, and/or whether the agent is handling a call. The processor selects a dial plan based on the determined state, and transmits a message for routing the call based on the selected dial plan.

公开(公告)号：US09559939B2

公开(公告)日：2017-01-31

申请号：US13843238

申请日：2013-03-15

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Brian Bischoff ,  Gregg Kerlin ,  Henry Lum ,  Donald Huovinen ,  Tamal Islam ,  Terry Stocking

IPC: G01R31/08 ,  H04L12/707 ,  H04L12/703

CPC classification number: H04L45/22 ,  H04L45/28

Abstract: A system for providing failover capabilities in a hybrid operations environment including a first operations environment and a second operations environment includes a first controller in a first operations environment configured to receive registration information for an agent device, and a second controller in a second operations environment configured to receive the registration information from the first controller. The first controller is a stand-by controller and the second controller is a primary controller. In response to determining that the second controller is not available for routing an inbound call, a media gateway is configured to transmit a request to the first controller in the first operations environment for routing the call to the agent device.

Abstract translation: 一种用于在包括第一操作环境和第二操作环境的混合操作环境中提供故障转移功能的系统包括：第一操作环境中的第一控制器，被配置为接收代理设备的注册信息，以及配置在第二操作环境中的第二控制器 从第一控制器接收注册信息。 第一控制器是备用控制器，第二控制器是主控制器。 响应于确定第二控制器不可用于路由入站呼叫，媒体网关被配置为在第一操作环境中向第一控制器发送请求以将呼叫路由到代理设备。

公开(公告)号：US10567587B2

公开(公告)日：2020-02-18

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: G06F15/173 ,  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：US10264129B2

公开(公告)日：2019-04-16

申请号：US15923908

申请日：2018-03-16

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Brian Bischoff ,  Gregg Kerlin ,  Henry Lum ,  Donald Huovinen ,  Tamal Islam ,  Terry Stocking ,  David H. Anderson ,  Galina Kovalenko ,  Bernard Bretherton ,  Vyacheslav Sayko

IPC: H04M5/00 ,  H04M3/523 ,  G06F9/50 ,  H04L29/06 ,  H04M3/42

Abstract: A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.

公开(公告)号：US09948782B2

公开(公告)日：2018-04-17

申请号：US14069336

申请日：2013-10-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Brian Bischoff ,  Gregg Kerlin ,  Henry Lum ,  Donald Huovinen ,  Tamal Islam ,  Terry Stocking ,  David H. Anderson ,  Galina Kovalenko ,  Bernard Bretherton ,  Vyacheslav Sayko

IPC: H04M3/00 ,  H04M3/523 ,  G06F9/50 ,  H04L29/06 ,  H04M1/64 ,  H04M3/42

CPC classification number: H04M3/5237 ,  G06F9/5072 ,  H04L65/1006 ,  H04L65/1036 ,  H04L65/1046 ,  H04L65/1069 ,  H04L65/1073 ,  H04M3/42008 ,  H04M3/42221

Abstract: A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.