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    Method and system for integrating an interaction management system with a business rules management system
    2.
    发明授权
    Method and system for integrating an interaction management system with a business rules management system 有权

    公开(公告)号：US10250750B2

    公开(公告)日：2019-04-02

    申请号：US15892364

    申请日：2018-02-08

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Nikolay Anisimov ,  Yevgeniy Petrovykh ,  Mark Scott

    IPC: H04M3/51 ,  G06Q10/06 ,  H04M3/523 ,  H04M7/00

    Abstract: In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.

    Automated Call Center Software Build Generator
    5.
    发明申请
    Automated Call Center Software Build Generator 审中-公开
    自动呼叫中心软件构建生成器

    公开(公告)号：US20170024190A1

    公开(公告)日：2017-01-26

    申请号：US15284480

    申请日：2016-10-03

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Petr Makagon ,  Andriy Ryabchun ,  Nikolay Anisimov

    IPC: G06F9/44

    CPC classification number: G06F8/36 ,  G06F8/20 ,  G06F8/31 ,  G06F8/71 ,  H04M3/2263 ,  H04M3/5183

    Abstract: 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.

    Abstract translation: 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。

    SYSTEM AND METHODS FOR SCHEDULING AND OPTIMIZING INBOUND CALL FLOW TO A CALL CENTER
    8.
    发明申请
    SYSTEM AND METHODS FOR SCHEDULING AND OPTIMIZING INBOUND CALL FLOW TO A CALL CENTER 有权
    用于调度和优化传入呼叫中心的呼叫流的系统和方法

    公开(公告)号：US20140301543A1

    公开(公告)日：2014-10-09

    申请号：US14308668

    申请日：2014-06-18

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Nikolay Anisimov ,  Sergey Fedorov ,  Herbert Ristock

    IPC: H04M3/523

    CPC classification number: H04M3/523 ,  G06Q10/10

    Abstract: A method for providing inbound call reservations to a communication center has steps for monitoring service access points into the communication center by reservation software executing from a machine-readable medium, evaluating communicators and potential communicators, and issuing invitations for reserved communication sessions to qualified communicators and potential communicators, the reserved times coordinated according to data pertaining to predicted communication load and resource availability statistics.

    Abstract translation: 用于向通信中心提供入站呼叫预留的方法具有通过从机器可读介质执行的预约软件监视到通信中心的服务接入点的步骤，评估通信者和潜在通信者，以及向合格的通信者发出保留的通信会话的邀请， 潜在的通信者，根据预测的通信负载和资源可用性统计数据进行协调的保留时间。

    METHOD AND SYSTEM FOR INTEGRATING AN INTERACTION MANAGEMENT SYSTEM WITH A BUSINESS RULES MANAGEMENT SYSTEM
    9.
    发明申请
    METHOD AND SYSTEM FOR INTEGRATING AN INTERACTION MANAGEMENT SYSTEM WITH A BUSINESS RULES MANAGEMENT SYSTEM 有权
    将业务管理系统与业务规则管理系统集成的方法和系统

    公开(公告)号：US20140119535A1

    公开(公告)日：2014-05-01

    申请号：US14149789

    申请日：2014-01-07

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Nikolay Anisimov ,  Yevgeniy Petrovykh ,  Mark Scott

    IPC: H04M3/51

    CPC classification number: H04M3/5191 ,  G06Q10/067 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M2201/16

    Abstract: In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.

    Abstract translation: 在联络中心，用于处理通信事件的系统具有用于管理等待被路由的事件的交互服务器，用于路由事件的路由服务器，规则引擎和执行规则调用逻辑并与规则引擎交互的网关服务器。 交互服务器跟踪传入事件，启动并向路由服务器发送路由请求，包括特定路由对象，对于需要符合业务规则的每个事件，路由服务器执行路由对象，向网关发送执行请求 服务器，其在接收到请求时准备业务对象模型（BOM），其是规则引擎执行适合于事实的规则的一组事实，导致路由服务器路由事件的路由方向。

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