公开(公告)号：US20140244473A1

公开(公告)日：2014-08-28

申请号：US14266805

申请日：2014-04-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert W.A. Ristock ,  Dave H. Anderson

IPC: G06Q40/04

CPC classification number: G06Q40/04 ,  G06Q30/08 ,  G06Q40/00

Abstract: A system for receiving bid requests and bid proposals sent thereto over a data-packet-network (DPN) and for matching the bid proposals to the bid requests includes at least one input/output port for receiving the bid requests and the bid proposals, at least one memory utility for storing the bid requests and bid proposals, and a set of machine readable instructions for enabling matching of the stored bid proposals to the stored bid requests.

Abstract translation: 用于接收通过数据分组网络（DPN）发送的投标请求和投标建议并用于将投标建议与投标请求相匹配的系统包括用于接收投标请求和投标建议的至少一个输入/输出端口， 用于存储投标请求和投标申请的至少一个存储器实用程序，以及用于使存储的投标建议与存储的投标请求匹配的一组机器可读指令。

公开(公告)号：US09578172B2

公开(公告)日：2017-02-21

申请号：US13778081

申请日：2013-02-26

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Merijn Te Booij ,  Vladislav Baranovsky ,  Vladimir Mezhibovsky ,  Anton Brazhnyk ,  Gregory Jacob Duclos ,  Dave H. Anderson ,  Ernesto Garcia Garcia ,  William Edward James ,  Sonja Hoffman Hemelrijk

IPC: H04M1/00 ,  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: 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.

Abstract translation: 用于处理交互请求的系统和方法包括计算机系统，其通过数据信道从客户可访问的最终用户设备接收对交互的请求。 请求包括来自最终用户设备上运行的应用程序的数据。 数据由计算机系统收到后存储。 当接收到来自客户可访问的电话设备的语音呼叫时，通过语音信道与电话设备建立语音媒体会话。 基于与语音呼叫相关联的信息来识别数据。 进一步识别联络中心资源用于路由语音呼叫。 数据附加到将呼叫路由到所识别的联络中心资源的请求。