公开(公告)号：US20140376715A1

公开(公告)日：2014-12-25

申请号：US14479258

申请日：2014-09-05

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Stanislav V. Zgardovski ,  Oleksiy M. Kolomoyskyy

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5158 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5235

Abstract: A system for assuring agent connection for outbound calls placed in an automated outbound calling campaign includes an outbound dialing server, a digital data repository coupled to the outbound dialing server, the data repository storing outbound dialing records for automated outbound dialing, and software executing on the outbound dialing server from a non-transitory physical medium, the software providing a first function for determining for a specific outbound dialing record if the connection to a live agent must be an assured connection, a second function for dialing and engaging an agent via an internal call for reservation of the agent, and a third function for bridging the call connections forged between the system and the agent and the system and the outbound party upon answer of the outbound call.

Abstract translation: 用于保证代理连接的系统，用于放置在自动出站呼叫活动中的出站呼叫包括出站拨号服务器，耦合到出站拨号服务器的数字数据存储库，存储用于自动出站拨号的出站拨号记录的数据存储库，以及在 来自非暂时物理介质的出站拨号服务器，所述软件提供用于为特定出站拨号记录确定的第一功能，如果与实时代理的连接必须是有保证的连接，则通过内部拨号和接入代理的第二功能 呼叫代理的预约，以及用于桥接在系统与代理之间建立的呼叫连接的第三功能，以及出站呼叫应答时系统和出站方。

公开(公告)号：US20140369488A1

公开(公告)日：2014-12-18

申请号：US14477821

申请日：2014-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Stanislav V. Zgardovski ,  Vadim Y. Zyarko ,  Oleksiy M. Kolomoyskyy

IPC: H04M3/51

CPC classification number: H04M3/5158 ,  H04M3/2218 ,  H04M3/42365 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5237 ,  H04M3/5238

Abstract: A system for enabling collaboration between two or more customer contact campaigns running within a call center environment includes at least one outbound contact server (OCS) resident on a digital medium, the OCS including an automated dialer application resident on a digital medium thereon or accessible thereto for dialing contact numbers from contact records assembled for the running campaigns, a call monitoring and recording system executing from software on a digital medium, for monitoring call dialing progress and business results of completed calls, a central data repository for storing dialing progress and business results data collected by the running outbound campaigns, and a data sharing mechanism executing from software resident on a digital medium, accessible to each campaign running on the OCS for sharing collected data among the running campaigns. Shared data received by individual campaign instances is processed by the receiving campaign against one or more pre-configured business rules to determine whether to modify campaign contact records, campaign dialing patterns and or campaign dialing methods.

Abstract translation: 用于实现在呼叫中心环境中运行的两个或多个客户联系人活动之间的协作的系统包括驻留在数字媒体上的至少一个出站联系人服务器（OCS），所述OCS包括驻留在其上的数字媒体上的自动拨号程序应用程序 用于从为运行活动组装的联系人记录中拨打联系电话号码，从数字媒体上的软件执行的呼叫监控和记录系统，用于监控呼叫拨号进度和已完成呼叫的业务结果，用于存储拨号进度和业务结果的中央数据存储库 由运行的出站活动收集的数据，以及从数字媒体上驻留的软件执行的数据共享机制，可在OCS上运行的每个运动可访问，以便在正在运行的运动中共享收集的数据。 各个广告系列实例收到的共享数据由接收广告系列根据一个或多个预先配置的业务规则进行处理，以确定是否修改广告系列联系人记录，广告系列拨号模式和/或广告系列拨号方式。

公开(公告)号：US20160295017A1

公开(公告)日：2016-10-06

申请号：US15187670

申请日：2016-06-20

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Stanislav V. Zgardovski ,  Vadim Y. Zyarko ,  Oleksiy M. Kolomoyskyy

IPC: H04M3/51 ,  H04M3/22 ,  H04M3/523

CPC classification number: H04M3/5158 ,  H04M3/2218 ,  H04M3/42365 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5237 ,  H04M3/5238

Abstract: A system for enabling collaboration between two or more customer contact campaigns running within a call center environment includes at least one outbound contact server (OCS) resident on a digital medium, the OCS including an automated dialer application resident on a digital medium thereon or accessible thereto for dialing contact numbers from contact records assembled for the running campaigns, a call monitoring and recording system executing from software on a digital medium, for monitoring call dialing progress and business results of completed calls, a central data repository for storing dialing progress and business results data collected by the running outbound campaigns, and a data sharing mechanism executing from software resident on a digital medium, accessible to each campaign running on the OCS for sharing collected data among the running campaigns. Shared data received by individual campaign instances is processed by the receiving campaign against one or more pre-configured business rules to determine whether to modify campaign contact records, campaign dialing patterns and or campaign dialing methods.

公开(公告)号：US20160105558A1

公开(公告)日：2016-04-14

申请号：US14948134

申请日：2015-11-20

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Stanislav V. Zgardovski ,  Oleksiy M. Kolomoyskyy

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5158 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5235

Abstract: A system for assuring agent connection for outbound calls placed in an automated outbound calling campaign includes an outbound dialing server, a digital data repository coupled to the outbound dialing server, the data repository storing outbound dialing records for automated outbound dialing, and software executing on the outbound dialing server from a non-transitory physical medium, the software providing a first function for determining for a specific outbound dialing record if the connection to a live agent must be an assured connection, a second function for dialing and engaging an agent via an internal call for reservation of the agent, and a third function for bridging the call connections forged between the system and the agent and the system and the outbound party upon answer of the outbound call.

Abstract translation: 用于保证代理连接的系统，用于放置在自动出站呼叫活动中的出站呼叫包括出站拨号服务器，耦合到出站拨号服务器的数字数据存储库，存储用于自动出站拨号的出站拨号记录的数据存储库，以及在 来自非暂时物理介质的出站拨号服务器，所述软件提供用于为特定出站拨号记录确定的第一功能，如果与实时代理的连接必须是有保证的连接，则通过内部拨号和接入代理的第二功能 呼叫代理的预约，以及用于桥接在系统与代理之间建立的呼叫连接的第三功能，以及出站呼叫应答时系统和出站方。

公开(公告)号：US20140341368A1

公开(公告)日：2014-11-20

申请号：US14447548

申请日：2014-07-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Georgiy N. Shashkov ,  Oleksiy M. Kolomoyskyy ,  Stanislav V. Zgardovski ,  Nikolay Korolev

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/5158 ,  H04M3/5191 ,  H04M3/5238 ,  H04M2203/6018

Abstract: A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.

Abstract translation: 用于进行呼出呼叫的系统包括连接到网络的用于发出出站电话呼叫的第一节点，连接到所述网络并且可被第一节点访问的第二节点用于相对于忙，就绪和时间准备报告代理状态， 连接到网络并可由第二个节点访问的代理设备，以及许多代理活动应用程序在代理设备上安装一个。 在优选实施例中，基于报告的准备接受呼叫的代理的数量加上预期在指定的时间窗口内准备好接受呼叫的代理的数量来预测出站呼叫。

公开(公告)号：US09866691B2

公开(公告)日：2018-01-09

申请号：US15187745

申请日：2016-06-20

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Georgiy N. Shashkov ,  Oleksiy M. Kolomoyskyy ,  Stanislav V. Zgardovski ,  Nikolay Korolev

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5175 ,  H04M3/5158 ,  H04M3/5191 ,  H04M3/5238 ,  H04M2203/6018

Abstract: A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.

公开(公告)号：US09374466B2

公开(公告)日：2016-06-21

申请号：US14447548

申请日：2014-07-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Georgiy N. Shashkov ,  Oleksiy M. Kolomoyskyy ,  Stanislav V. Zgardovski ,  Nikolay Korolev

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5175 ,  H04M3/5158 ,  H04M3/5191 ,  H04M3/5238 ,  H04M2203/6018

Abstract: A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.

Abstract translation: 用于进行呼出呼叫的系统包括连接到网络的用于发出出站电话呼叫的第一节点，连接到网络并且可被第一节点访问的第二节点用于相对于忙，就绪和准备时间报告代理状态，数字 连接到网络并可由第二个节点访问的代理设备，以及许多代理活动应用程序在代理设备上安装一个。 在优选实施例中，基于报告的准备接受呼叫的代理的数量加上预期在指定的时间窗口内准备好接受呼叫的代理的数量来预测出站呼叫。

公开(公告)号：US08971521B2

公开(公告)日：2015-03-03

申请号：US14055812

申请日：2013-10-16

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Stanislav V. Zgardovski ,  Oleksiy M. Kolomoyskyy

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5158 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5235

Abstract: A system for assuring agent connection for outbound calls placed in an automated outbound calling campaign includes an outbound dialing server, a digital data repository coupled to the outbound dialing server, the data repository storing outbound dialing records for automated outbound dialing, and software executing on the outbound dialing server from a non-transitory physical medium, the software providing a first function for determining for a specific outbound dialing record if the connection to a live agent must be an assured connection, a second function for dialing and engaging an agent via an internal call for reservation of the agent, and a third function for bridging the call connections forged between the system and the agent and the system and the outbound party upon answer of the outbound call.

公开(公告)号：US08879719B2

公开(公告)日：2014-11-04

申请号：US13717689

申请日：2012-12-17

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Stanislav V. Zgardovski ,  Vadim Y. Zyarko ,  Oleksiy M. Kolomoyskyy

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5158 ,  H04M3/2218 ,  H04M3/42365 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5237 ,  H04M3/5238

Abstract: A system for enabling collaboration between two or more customer contact campaigns running within a call center environment includes at least one outbound contact server (OCS) resident on a digital medium, the OCS including an automated dialer application resident on a digital medium thereon or accessible thereto for dialing contact numbers from contact records assembled for the running campaigns, a call monitoring and recording system executing from software on a digital medium, for monitoring call dialing progress and business results of completed calls, a central data repository for storing dialing progress and business results data collected by the running outbound campaigns, and a data sharing mechanism executing from software resident on a digital medium, accessible to each campaign running on the OCS for sharing collected data among the running campaigns. Shared data received by individual campaign instances is processed by the receiving campaign against one or more pre-configured business rules to determine whether to modify campaign contact records, campaign dialing patterns and or campaign dialing methods.

Abstract translation: 用于实现在呼叫中心环境中运行的两个或多个客户联系人活动之间的协作的系统包括驻留在数字媒体上的至少一个出站联系人服务器（OCS），所述OCS包括驻留在其上的数字媒体上的自动拨号程序应用程序 用于从为运行活动组装的联系人记录中拨打联系电话号码，从数字媒体上的软件执行的呼叫监控和记录系统，用于监控呼叫拨号进度和已完成呼叫的业务结果，用于存储拨号进度和业务结果的中央数据存储库 由运行的出站活动收集的数据，以及从数字媒体上驻留的软件执行的数据共享机制，可在OCS上运行的每个运动可访问，以便在正在运行的运动中共享收集的数据。 各个广告系列实例收到的共享数据由接收广告系列根据一个或多个预先配置的业务规则进行处理，以确定是否修改广告系列联系人记录，广告系列拨号模式和/或广告系列拨号方式。

公开(公告)号：US20140044256A1

公开(公告)日：2014-02-13

申请号：US14055812

申请日：2013-10-16

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Stanislav V. Zgardovski ,  Oleksiy M. Kolomoyskyy

IPC: H04M3/51

CPC classification number: H04M3/5158 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5235

Abstract: A system for assuring agent connection for outbound calls placed in an automated outbound calling campaign includes an outbound dialing server, a digital data repository coupled to the outbound dialing server, the data repository storing outbound dialing records for automated outbound dialing, and software executing on the outbound dialing server from a non-transitory physical medium, the software providing a first function for determining for a specific outbound dialing record if the connection to a live agent must be an assured connection, a second function for dialing and engaging an agent via an internal call for reservation of the agent, and a third function for bridging the call connections forged between the system and the agent and the system and the outbound party upon answer of the outbound call.

Abstract translation: 用于保证代理连接的系统，用于放置在自动出站呼叫活动中的出站呼叫包括出站拨号服务器，耦合到出站拨号服务器的数字数据存储库，存储用于自动出站拨号的出站拨号记录的数据存储库，以及在 来自非暂时物理介质的出站拨号服务器，所述软件提供用于为特定出站拨号记录确定的第一功能，如果与实时代理的连接必须是有保证的连接，则通过内部拨号和接入代理的第二功能 呼叫代理的预约，以及用于桥接在系统与代理之间建立的呼叫连接的第三功能，以及出站呼叫应答时系统和出站方。