公开(公告)号：US09794411B2

公开(公告)日：2017-10-17

申请号：US14703772

申请日：2015-05-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vyacheslav I. Zhakov ,  Vyacheslav V. Sayko ,  Aleksandr V. Tikin

IPC: H04M3/00 ,  H04M5/00 ,  H04L12/66 ,  H04M3/523 ,  H04M3/51 ,  H04L29/06

CPC classification number: H04M3/5232 ,  H04L29/06027 ,  H04L65/1006 ,  H04L65/1043 ,  H04L65/1096 ,  H04L65/4007 ,  H04L67/24 ,  H04L67/327 ,  H04M3/42323 ,  H04M3/42374 ,  H04M3/493 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5237 ,  H04M3/56 ,  H04M3/58 ,  H04M7/006 ,  H04M7/0075 ,  H04Q3/72

Abstract: A system is provided for providing communication event routing and transfer capability in a multi-site communication-center environment. The system utilizes a presence protocol application and a routing application for determining availability of an agent or system and for setting up the transfer from a point of transfer on a network to a destination of transfer on the same or connected network. In a preferred use the presence protocol application is shared by communication-center sites cooperating in the transfer and routing of events and the presence protocol enables at least one event-handling process normally performed by the routing application.

公开(公告)号：US10148820B2

公开(公告)日：2018-12-04

申请号：US15785049

申请日：2017-10-16

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vyacheslav I. Zhakov ,  Vyacheslav V. Sayko ,  Aleksandr V. Tikin

IPC: H04M3/00 ,  H04M5/00 ,  H04L12/66 ,  H04M3/523 ,  H04L29/06 ,  H04M3/51 ,  H04L29/08 ,  H04M3/58 ,  H04M3/42 ,  H04M3/493 ,  H04M3/56 ,  H04M7/00 ,  H04Q3/72

Abstract: A system is provided for providing communication event routing and transfer capability in a multi-site communication-center environment. The system utilizes a presence protocol application and a routing application for determining availability of an agent or system and for setting up the transfer from a point of transfer on a network to a destination of transfer on the same or connected network. In a preferred use the presence protocol application is shared by communication-center sites cooperating in the transfer and routing of events and the presence protocol enables at least one event-handling process normally performed by the routing application.

公开(公告)号：US20180041636A1

公开(公告)日：2018-02-08

申请号：US15785049

申请日：2017-10-16

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vyacheslav I. Zhakov ,  Vyacheslav V. Sayko ,  Aleksandr V. Tikin

IPC: H04M3/523 ,  H04M3/51 ,  H04L29/06

CPC classification number: H04M3/5232 ,  H04L29/06027 ,  H04L65/1006 ,  H04L65/1043 ,  H04L65/1096 ,  H04L65/4007 ,  H04L67/24 ,  H04L67/327 ,  H04M3/42323 ,  H04M3/42374 ,  H04M3/493 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5237 ,  H04M3/56 ,  H04M3/58 ,  H04M7/006 ,  H04M7/0075 ,  H04Q3/72

Abstract: A system is provided for providing communication event routing and transfer capability in a multi-site communication-center environment. The system utilizes a presence protocol application and a routing application for determining availability of an agent or system and for setting up the transfer from a point of transfer on a network to a destination of transfer on the same or connected network. In a preferred use the presence protocol application is shared by communication-center sites cooperating in the transfer and routing of events and the presence protocol enables at least one event-handling process normally performed by the routing application.

公开(公告)号：US20150237210A1

公开(公告)日：2015-08-20

申请号：US14703772

申请日：2015-05-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vyacheslav I. Zhakov ,  Vyacheslav V. Sayko ,  Aleksandr V. Tikin

IPC: H04M3/523 ,  H04L29/06 ,  H04M3/51

CPC classification number: H04M3/5232 ,  H04L29/06027 ,  H04L65/1006 ,  H04L65/1043 ,  H04L65/1096 ,  H04L65/4007 ,  H04L67/24 ,  H04L67/327 ,  H04M3/42323 ,  H04M3/42374 ,  H04M3/493 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5237 ,  H04M3/56 ,  H04M3/58 ,  H04M7/006 ,  H04M7/0075 ,  H04Q3/72

Abstract: A system is provided for providing communication event routing and transfer capability in a multi-site communication-center environment. The system utilizes a presence protocol application and a routing application for determining availability of an agent or system and for setting up the transfer from a point of transfer on a network to a destination of transfer on the same or connected network. In a preferred use the presence protocol application is shared by communication-center sites cooperating in the transfer and routing of events and the presence protocol enables at least one event-handling process normally performed by the routing application.

Abstract translation: 提供一种用于在多站点通信中心环境中提供通信事件路由和传送能力的系统。 该系统利用存在协议应用和路由应用来确定代理或系统的可用性，并且用于建立从网络上的传输点到相同或连接的网络上的传送目的地的传输。 在优选使用中，存在协议应用由在事件的传送和路由中协调的通信中心站点共享，并且存在性协议使能通常由路由应用执行的至少一个事件处理过程。