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。

公开(公告)号：USRE46153E1

公开(公告)日：2016-09-20

申请号：US14578149

申请日：2014-12-19

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Petr Makagon ,  Andriy Ryabchun ,  Nikolay Anisimov

IPC: G06Q10/06 ,  H04M3/42

CPC classification number: H04M3/5175 ,  H04L29/06 ,  H04L29/06027 ,  H04L65/1026 ,  H04L65/103 ,  H04L65/1036 ,  H04L65/104 ,  H04L65/1043 ,  H04L65/1069 ,  H04L65/4007 ,  H04L65/4038 ,  H04L67/04 ,  H04L67/28 ,  H04L67/2819 ,  H04L67/2823 ,  H04L67/327 ,  H04L69/08 ,  H04L69/329 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/4234 ,  H04M3/4938 ,  H04M3/5125 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M2201/60 ,  H04M2207/203 ,  H04Q3/0029 ,  H04Q3/64 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/1322 ,  H04Q2213/13345

Abstract: A network system for enabling voice interaction between communications-center applications and human agents remote from the center has a primary server connected to the network the server controlling at least one routing point used by the center, a secondary server connected to the network the secondary server for generating and serving voice extensible markup language, a voice gateway associated with the secondary server, the gateway for executing voice extensible markup language and recognizing speech input, and a software platform based in the primary server and distributed in part as a server application to the secondary server, the software suite functioning as a data transformation interface between the center applications and the gateway. In a preferred use agents and applications communicate bi-directionally using VXML.

公开(公告)号：US20140376708A1

公开(公告)日：2014-12-25

申请号：US14477832

申请日：2014-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir Neil Deryugin ,  Patrick Giacomini ,  Petr Makagon ,  Andriy Ryabchun ,  Nikolay Anisimov

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5175 ,  G06Q10/06 ,  G06Q10/10 ,  H04L29/06 ,  H04L29/06027 ,  H04L65/1026 ,  H04L65/103 ,  H04L65/1036 ,  H04L65/104 ,  H04L65/1043 ,  H04L65/1069 ,  H04L65/4007 ,  H04L65/4038 ,  H04L67/04 ,  H04L67/28 ,  H04L67/2819 ,  H04L67/2823 ,  H04L67/327 ,  H04L69/08 ,  H04L69/329 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/4234 ,  H04M3/4938 ,  H04M3/5125 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M2201/60 ,  H04M2207/203 ,  H04Q3/0029 ,  H04Q3/64 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/1322 ,  H04Q2213/13345

Abstract: A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

Abstract translation: 用于管理通信中心的远程代理的网络系统包括连接到网络的主服务器，主服务器控制至少一个路由点; 分布在网络上并可由远程代理访问的一个或多个辅助服务器，具有对代理计算平台和通信外围设备的数据访问的辅助服务器或服务器; 以及部分地分发给辅助服务器或服务器并且部分地分发给一个或多个代理计算平台和外围设备的软件套件，该软件套件包括用于报告代理状态数据的协议。 系统通过一个或多个辅助服务器监视代理计算平台和外围设备的活动状态，因此一个或多个辅助服务器通过网络与主服务器交换控制消息和事件相关数据，以实现智能路由目的。

公开(公告)号：USRE46387E1

公开(公告)日：2017-05-02

申请号：US14571207

申请日：2014-12-15

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir N. Deryugin ,  Patrick Giacomini ,  Petr Makagon ,  Andriy Ryabchun ,  Nikolay Anisimov

IPC: G06Q10/06

Abstract: A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

公开(公告)号：US10218848B2

公开(公告)日：2019-02-26

申请号：US14477832

申请日：2014-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir Deryugin ,  Patrick Giacomini ,  Petr Makagon ,  Andriy Ryabchun ,  Nikolay Anisimov

IPC: H04M3/51 ,  G06Q10/06 ,  G06Q10/10 ,  H04L29/06 ,  H04M3/42 ,  H04M3/523 ,  H04Q3/00 ,  H04Q3/64 ,  H04L29/08 ,  H04M3/22 ,  H04M3/493

Abstract: A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

公开(公告)号：USRE46538E1

公开(公告)日：2017-09-05

申请号：US14578145

申请日：2014-12-19

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir Neil Deryugin ,  Patrick Giacomini ,  Petr Makagon ,  Andriy Ryabchun ,  Nikolay Anisimov

IPC: G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06 ,  G06Q10/10 ,  H04L29/06 ,  H04L29/06027 ,  H04L65/1026 ,  H04L65/103 ,  H04L65/1036 ,  H04L65/104 ,  H04L65/1043 ,  H04L65/1069 ,  H04L65/4007 ,  H04L65/4038 ,  H04L67/04 ,  H04L67/28 ,  H04L67/2819 ,  H04L67/2823 ,  H04L67/327 ,  H04L69/08 ,  H04L69/329 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/4234 ,  H04M3/4938 ,  H04M3/5125 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M2201/60 ,  H04M2207/203 ,  H04Q3/0029 ,  H04Q3/64 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/1322 ,  H04Q2213/13345

Abstract: A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

公开(公告)号：USRE46521E1

公开(公告)日：2017-08-22

申请号：US14578133

申请日：2014-12-19

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir N. Deryugin ,  Patrick Giacomini ,  Petr Makagon ,  Andriy Ryabchun ,  Nikolay Anisimov

IPC: G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06 ,  G06Q10/10 ,  H04L29/06 ,  H04L29/06027 ,  H04L65/1026 ,  H04L65/103 ,  H04L65/1036 ,  H04L65/104 ,  H04L65/1043 ,  H04L65/1069 ,  H04L65/4007 ,  H04L65/4038 ,  H04L67/04 ,  H04L67/28 ,  H04L67/2819 ,  H04L67/2823 ,  H04L67/327 ,  H04L69/08 ,  H04L69/329 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/4234 ,  H04M3/4938 ,  H04M3/5125 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M2201/60 ,  H04M2207/203 ,  H04Q3/0029 ,  H04Q3/64 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/1322 ,  H04Q2213/13345

Abstract: A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

公开(公告)号：US20170118175A1

公开(公告)日：2017-04-27

申请号：US15397655

申请日：2017-01-03

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Herbert Willi Artur Ristock ,  Brian Galvin ,  S. Michael Perlmutter ,  Andriy Ryabchun ,  Sergey Fedorov

IPC: H04L29/06 ,  H04L12/58 ,  H04W12/02

Abstract: A trust network has at least one transmission medium supporting transmission of data, wherein data transmitted is in at least some instances transmitted in discrete portions, two or more nodes terminating discrete legs in the transmission medium, and trust software executing from a machine-readable medium by a processor on one or more of the two or more nodes. The one or more nodes executing trust software apply trust logic to transmission of the discrete data portions.

公开(公告)号：US09459841B2

公开(公告)日：2016-10-04

申请号：US14846705

申请日：2015-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Petr Makagon ,  Andriy Ryabchun ,  Nikolay Anisimov

IPC: G06F9/44 ,  H04M3/22 ,  H04M3/51

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.

公开(公告)号：US10726112B2

公开(公告)日：2020-07-28

申请号：US15397655

申请日：2017-01-03

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Herbert Willi Artur Ristock ,  Brian Galvin ,  S. Michael Perlmutter ,  Andriy Ryabchun ,  Sergey Fedorov

IPC: G06F21/30 ,  H04L29/06 ,  H04L12/725 ,  H04L12/715 ,  H04L12/18 ,  H04L9/32 ,  H04L12/58 ,  H04W12/02 ,  H04N7/15 ,  G06Q10/06 ,  G06Q30/06

Abstract: A trust network has at least one transmission medium supporting transmission of data, wherein data transmitted is in at least some instances transmitted in discrete portions, two or more nodes terminating discrete legs in the transmission medium, and trust software executing from a machine-readable medium by a processor on one or more of the two or more nodes. The one or more nodes executing trust software apply trust logic to transmission of the discrete data portions.