公开(公告)号：US10158761B2

公开(公告)日：2018-12-18

申请号：US15282972

申请日：2016-09-30

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Kevin McGraw ,  Derrick Gunter ,  Taras Mytropan ,  David Albert ,  Herbert Willi Artur Ristock

IPC分类号： H04M3/523 ,  H04M3/51

摘要： A system for managing resource commitment in a contact center includes: a processor; and a memory, wherein the memory stores instructions that cause the processor to: receive over a shared data communications channel a request for contact center resources, wherein the request is for handling activities for the contact center having an activity type; transmit a signal to initiate a raise round according to the request over the data communications channel to a pool of resources registered to communicate on the data communications channel; receive a plurality of volunteer signals from a plurality of volunteering resources from the pool of resources; select one or more of the plurality of the volunteering resources for fulfilling the request; and transmit a message to the selected volunteering resources for committing the selected volunteering resources to the request, wherein the committed resources are selected for routing an activity having the activity type.

公开(公告)号：US10432794B2

公开(公告)日：2019-10-01

申请号：US16185755

申请日：2018-11-09

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Kevin McGraw ,  Derrick Gunter ,  Taras Mytropan ,  David Albert ,  Herbert Willi Artur Ristock

IPC分类号： H04M3/523 ,  H04M3/51

摘要： A system for managing resource commitment in a contact center includes: a processor; and a memory, wherein the memory stores instructions that cause the processor to: receive over a shared data communications channel a request for contact center resources, wherein the request is for handling activities for the contact center. having an activity type; transmit a signal to initiate a raise round according to the request over the data communications channel to a pool of resources registered to communicate on the data communications channel; receive a plurality of volunteer signals from a plurality of volunteering resources from the pool of resources; select one or more of the plurality of the volunteering resources for fulfilling the request; and transmit a message to the selected volunteering resources for committing the selected volunteering resources to the request, wherein the committed resources are selected for routing an activity having the activity type.

公开(公告)号：US20190082053A1

公开(公告)日：2019-03-14

申请号：US16185755

申请日：2018-11-09

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Kevin McGraw ,  Derrick Gunter ,  Taras Mytropan ,  David Albert ,  Herbert Willi Artur Ristock

IPC分类号： H04M3/523

CPC分类号： H04M3/5233 ,  H04M3/5141 ,  H04M2203/402

摘要： A system for managing resource commitment in a contact center includes: a processor; and a memory, wherein the memory stores instructions that cause the processor to: receive over a shared data communications channel a request for contact center resources, wherein the request is for handling activities for the contact center. having an activity type; transmit a signal to initiate a raise round according to the request over the data communications channel to a pool of resources registered to communicate on the data communications channel; receive a plurality of volunteer signals from a plurality of volunteering resources from the pool of resources; select one or more of the plurality of the volunteering resources for fulfilling the request; and transmit a message to the selected volunteering resources for committing the selected volunteering resources to the request, wherein the committed resources are selected for routing an activity having the activity type.

公开(公告)号：US20180097939A1

公开(公告)日：2018-04-05

申请号：US15282972

申请日：2016-09-30

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Kevin McGraw ,  Derrick Gunter ,  Taras Mytropan ,  David Albert ,  Herbert Willi Artur Ristock

IPC分类号： H04M3/523 ,  H04M3/51

CPC分类号： H04M3/5233 ,  H04M3/5141 ,  H04M2203/402

摘要： A system for managing resource commitment in a contact center includes: a processor; and a memory, wherein the memory stores instructions that cause the processor to: receive over a shared data communications channel a request for contact center resources, wherein the request is for handling activities for the contact center having an activity type; transmit a signal to initiate a raise round according to the request over the data communications channel to a pool of resources registered to communicate on the data communications channel; receive a plurality of volunteer signals from a plurality of volunteering resources from the pool of resources; select one or more of the plurality of the volunteering resources for fulfilling the request; and transmit a message to the selected volunteering resources for committing the selected volunteering resources to the request, wherein the committed resources are selected for routing an activity having the activity type.