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    System and method for managing traffic bursts for a plurality of tenants
    3.
    发明授权
    System and method for managing traffic bursts for a plurality of tenants 有权
    用于管理多个租户的交通突发的系统和方法

    公开(公告)号：US09398158B2

    公开(公告)日：2016-07-19

    申请号：US14479244

    申请日：2014-09-05

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

    IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04M3/51 ,  H04L12/26 ,  H04M3/22 ,  H04L12/707 ,  H04L29/06

    CPC classification number: H04M3/5237 ,  H04L12/1827 ,  H04L43/04 ,  H04L43/0882 ,  H04L43/16 ,  H04L45/22 ,  H04L65/80 ,  H04M3/2227 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2203/406 ,  H04M2203/407

    Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.

    Abstract translation: 支持多个联络中心的系统包括耦合在专用网络（例如，MPLS网络）和远程计算环境（例如云​​环境）之间的通信网络。 远程计算环境中的服务器系统监视不同网段的健康状况（例如，通信网络和远程计算环境之间的连接的带宽，租户访问专用网络使用的链路的带宽等）。 当由于网段的健康状态参数达到阈值确定一个或多个联络中心的语音对话的服务质量处于风险时，触发适当的系统反应。 系统反应可能会将以后的呼叫卸载到对等远程计算环境中，以便将来呼叫。 系统反应也可以是取消出站活动，提供预先确定的“对不起”消息等。

    HYBRID CLOUD ARCHITECTURE WITH OPTIMIZED LOCAL DELIVERY
    5.
    发明申请
    HYBRID CLOUD ARCHITECTURE WITH OPTIMIZED LOCAL DELIVERY 有权
    混合云建筑与优化的本地交付

    公开(公告)号：US20140280720A1

    公开(公告)日：2014-09-18

    申请号：US14069336

    申请日：2013-10-31

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

    IPC: H04L29/08

    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.

    Abstract translation: 用于在混合操作环境中优化呈现联络中心服务的系统和方法。 第一操作环境中的处理器接收由与联络中心服务有关的第一联络中心资源发送的消息。 该消息由耦合到与第一操作环境不同的第二操作环境的边缘设备转发到处理器。 边缘设备被配置为隐藏联系中心资源的位置的消息标识。 尽管如此隐藏，处理器基于处理器从消息中获取的标识信息来识别第一联络中心资源的位置。 处理器基于用于提供联络中心服务的第一联络中心资源的确定位置来选择第二联络中心资源。

    SYSTEM AND METHOD FOR DYNAMICALLY SELECTING A DIAL PLAN
    6.
    发明申请
    SYSTEM AND METHOD FOR DYNAMICALLY SELECTING A DIAL PLAN 审中-公开
    用于动态选择拨号计划的系统和方法

    公开(公告)号：US20140270142A1

    公开(公告)日：2014-09-18

    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: H04M3/523

    CPC classification number: H04M3/5237

    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.

    Abstract translation: 作为用于动态选择拨号计划的系统和方法包括处理器，其检测由第一操作环境中的联络中心代理放置的新电话呼叫。 处理器自动识别联络中心代理的状态，而代理商不必将数字明确输入电话设备。 状态可以标识代理是登录，代理的工作状态，和/或代理是否正在处理呼叫。 处理器基于确定的状态选择拨号计划，并且基于所选择的拨号计划发送用于路由呼叫的消息。

    System to deploy a disaster-proof geographically-distributed call center
    7.
    发明授权
    System to deploy a disaster-proof geographically-distributed call center 有权

    公开(公告)号：US10348893B2

    公开(公告)日：2019-07-09

    申请号：US15853088

    申请日：2017-12-22

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Victor Kolesov ,  Bernard Bretherton ,  Galina Kovalenko

    IPC: H04M3/51 ,  H04L29/06

    Abstract: A redundant Session Initiation Protocol (SIP) call center system has two data centers each having a first and a second SIP server cooperating as a first SIP-server high availability (HA) pair, a set of SW applications executable at each data center, and a plurality of agent stations each comprising a SIP telephone and a computerized appliance executing a desktop application at each agent station. The HA pairs operate as SIP server peers, the agent SIP phones are configured to maintain simultaneous registration with both SIP server peers, and Agent Desktop applications log in to only one SIP server peer, wherein the SIP Server peers collaborate to deliver calls to individual agent SIP phones via the SIP server peer where the agent is logged in, and wherein, upon failure of either data center agent's desktop applications log in to the other data center, allowing the associated agent to continue working.

    SYSTEM TO DEPLOY A DISASTER-PROOF GEOGRAPHICALLY-DISTRIBUTED CALL CENTER
    9.
    发明申请
    SYSTEM TO DEPLOY A DISASTER-PROOF GEOGRAPHICALLY-DISTRIBUTED CALL CENTER 有权
    部署防灾地理分布式呼叫中心的系统

    公开(公告)号：US20160028888A1

    公开(公告)日：2016-01-28

    申请号：US14875252

    申请日：2015-10-05

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Victor Kolesov ,  Bernard Bretherton ,  Galina Kovalenko

    IPC: H04M3/51 ,  H04L29/06

    CPC classification number: H04M3/5125 ,  H04L65/1006 ,  H04L65/105 ,  H04L65/1073 ,  H04L65/80 ,  H04M3/5175 ,  H04M3/5191 ,  H04M2203/402

    Abstract: A redundant Session Initiation Protocol (SIP) call center system has two data centers each having a first and a second SIP server cooperating as a first SIP-server high availability (HA) pair, a set of SW applications executable at each data center, and a plurality of agent stations each comprising a SIP telephone and a computerized appliance executing a desktop application at each agent station. The HA pairs operate as SIP server peers, the agent SIP phones are configured to maintain simultaneous registration with both SIP server peers, and Agent Desktop applications log in to only one SIP server peer, wherein the SIP Server peers collaborate to deliver calls to individual agent SIP phones via the SIP server peer where the agent is logged in, and wherein, upon failure of either data center agent's desktop applications log in to the other data center, allowing the associated agent to continue working.

    Abstract translation: 冗余会话发起协议（SIP）呼叫中心系统具有两个数据中心，每个数据中心具有协作作为第一SIP服务器高可用性（HA）对的第一和第二SIP服务器，在每个数据中心可执行的一组SW应用，以及 每个代理站包括SIP电话和在每个代理站处执行桌面应用的计算机化设备。 HA对作为SIP服务器对等体运行，代理SIP电话被配置为保持与两个SIP服务器对等体的同时注册，并且Agent Desktop应用程序仅登录到一个SIP服务器对等体，其中SIP服务器对等体协作以向个人代理发送呼叫 SIP电话通过代理登录的SIP服务器对等体，并且其中，在数据中心代理的桌面应用程序失败之后登录到其他数据中心，允许相关联的代理继续工作。

    DYNAMIC MANAGEMENT AND REDISTRIBUTION OF CONTACT CENTER MEDIA TRAFFIC
    10.
    发明申请
    DYNAMIC MANAGEMENT AND REDISTRIBUTION OF CONTACT CENTER MEDIA TRAFFIC 审中-公开
    联络中心媒体流动的动态管理和重新分配

    公开(公告)号：US20160014186A1

    公开(公告)日：2016-01-14

    申请号：US14860293

    申请日：2015-09-21

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

    IPC: H04L29/06 ,  H04L12/707 ,  H04L12/26

    CPC classification number: H04M3/5237 ,  H04L12/1827 ,  H04L43/04 ,  H04L43/0882 ,  H04L43/16 ,  H04L45/22 ,  H04L65/80 ,  H04M3/2227 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2203/406 ,  H04M2203/407

    Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.

    Abstract translation: 支持多个联络中心的系统包括耦合在专用网络（例如，MPLS网络）和远程计算环境（例如云​​环境）之间的通信网络。 远程计算环境中的服务器系统监视不同网段的健康状况（例如，通信网络和远程计算环境之间的连接的带宽，租户访问专用网络使用的链路的带宽等）。 当由于网段的健康状态参数达到阈值确定一个或多个联络中心的语音对话的服务质量处于风险时，触发适当的系统反应。 系统反应可能会将以后的呼叫卸载到对等远程计算环境中，以便将来呼叫。 系统反应也可以是取消出站活动，提供预先确定的“对不起”消息等。

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