公开(公告)号：US10122858B2

公开(公告)日：2018-11-06

申请号：US15483981

申请日：2017-04-10

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vladislav Baranovsky ,  Vladimir Mezhibovsky ,  Anton Brazhnyk ,  Gregory Jacob Duclos ,  David H. Anderson ,  Ernesto Garcia Garcia ,  William Edward James ,  Sonja Hoffman Hemelrijk ,  Bhanu Prasad Suravarapu ,  Jean-Marc Taillant

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04W4/20 ,  H04L29/12 ,  H04M3/42

Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.

公开(公告)号：US20170223188A1

公开(公告)日：2017-08-03

申请号：US15483981

申请日：2017-04-10

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vladislav Baranovsky ,  Vladimir Mezhibovsky ,  Anton Brazhnyk ,  Gregory Jacob Duclos ,  David H. Anderson ,  Ernesto Garcia Garcia ,  William Edward James ,  Sonja Hoffman Hemelrijk ,  Bhanu Prasad Suravarapu ,  Jean-Marc Taillant

IPC: H04M3/523 ,  H04L29/12 ,  H04M3/42 ,  H04W4/20

CPC classification number: H04M3/5231 ,  G06Q30/016 ,  H04L61/2061 ,  H04M3/2218 ,  H04M3/42059 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5232 ,  H04W4/02 ,  H04W4/16 ,  H04W4/20

Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.

公开(公告)号：US20150326723A1

公开(公告)日：2015-11-12

申请号：US14802969

申请日：2015-07-17

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir Mezhibovsky ,  Anton Brazhnyk ,  Bhanu Prasad Suravarapu ,  Gregory Jacob Duclos ,  David H. Anderson ,  Jean-Marc Taillant ,  Ernesto Garcia Garcia ,  William Edward James ,  Sonja Hoffman Hemelrijk

IPC: H04M3/523

CPC classification number: H04M3/5231 ,  G06Q30/016 ,  H04L61/2061 ,  H04M3/2218 ,  H04M3/42059 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5232 ,  H04W4/02 ,  H04W4/16 ,  H04W4/20

Abstract: Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.

Abstract translation: 本发明的实施例涉及用于处理来自客户的交互请求的系统和方法。 计算机系统通过数据通道从客户可访问的最终用户设备接收对交互的请求。 该请求包括来自在移动设备上运行的应用的数据。 基于数据从接入号码池识别接入号码，并且保留所识别的接入号码。 所识别的接入号码通过数据信道发送到最终用户设备。 响应于所识别的接入号码的发送，从电话设备接收到接入号码的呼叫。 响应于该呼叫，与电话设备建立语音媒体会话。

公开(公告)号：US09088656B2

公开(公告)日：2015-07-21

申请号：US13776702

申请日：2013-02-25

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir Mezhibovsky ,  Anton Brazhnyk ,  Bhanu Prasad Suravarapu ,  Gregory Jacob Duclos ,  David H. Anderson ,  Jean-Marc Taillant ,  Ernesto Garcia Garcia ,  William Edward James ,  Sonja Hoffman Hemelrijk

IPC: H04M3/42 ,  H04L12/66 ,  H04M3/51 ,  H04W4/16 ,  G06Q30/00 ,  H04M3/523 ,  H04W4/02

CPC classification number: H04M3/5231 ,  G06Q30/016 ,  H04L61/2061 ,  H04M3/2218 ,  H04M3/42059 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5232 ,  H04W4/02 ,  H04W4/16 ,  H04W4/20

Abstract: Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.

Abstract translation: 本发明的实施例涉及用于处理来自客户的交互请求的系统和方法。 计算机系统通过数据通道从客户可访问的最终用户设备接收对交互的请求。 该请求包括来自在移动设备上运行的应用的数据。 基于数据从接入号码池识别接入号码，并且保留所识别的接入号码。 所识别的接入号码通过数据信道发送到最终用户设备。 响应于所识别的接入号码的发送，从电话设备接收到接入号码的呼叫。 响应于该呼叫，与电话设备建立语音媒体会话。

公开(公告)号：US09531878B2

公开(公告)日：2016-12-27

申请号：US14802969

申请日：2015-07-17

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir Mezhibovsky ,  Anton Brazhnyk ,  Bhanu Prasad Suravarapu ,  Gregory Jacob Duclos ,  David H. Anderson ,  Jean-Marc Taillant ,  Ernesto Garcia Garcia ,  William Edward James ,  Sonja Hoffman Hemelrijk

IPC: H04M5/00 ,  H04M3/51 ,  H04M3/523 ,  H04W4/16 ,  G06Q30/00 ,  H04M3/22 ,  H04M3/493 ,  H04W4/02

CPC classification number: H04M3/5231 ,  G06Q30/016 ,  H04L61/2061 ,  H04M3/2218 ,  H04M3/42059 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5232 ,  H04W4/02 ,  H04W4/16 ,  H04W4/20

Abstract: Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.