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    Local survivability in a distributed contact center environment
    1.
    发明授权
    Local survivability in a distributed contact center environment 有权
    分布式联络中心环境中的本地生存能力

    公开(公告)号：US09588830B2

    公开(公告)日：2017-03-07

    申请号：US14221121

    申请日：2014-03-20

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Paul Segre ,  Gordon Bell ,  Brian Bischoff ,  Donald Huovinen ,  Herbert Willi Artur Ristock

    IPC: G06F9/46 ,  G06F9/50 ,  H04L12/26 ,  H04M11/00 ,  G06F11/00 ,  H04L29/14 ,  H04M3/51 ,  H04M3/22 ,  H04M3/523 ,  H04L12/707 ,  H04L29/06

    CPC classification number: G06F11/00 ,  H04L43/04 ,  H04L43/0882 ,  H04L43/16 ,  H04L45/22 ,  H04L65/00 ,  H04L65/1069 ,  H04L65/1073 ,  H04L69/40 ,  H04M3/2227 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5233 ,  H04M2203/402 ,  H04M2203/407

    Abstract: A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node. According to one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.

    Abstract translation: 在分布式联络中心环境中用于本地生存能力的系统和方法具有在第一联络中心节点中接收第一交互请求的第一处理器。 响应于交互请求，第一处理器向第二联络中心节点发送第一消息。 第一消息被配置为调用与第二联系中心节点相关联的第一资源，以经由第一资源来处理交互。 第一个处理器监视与第二个联络中心节点的连接。 第一处理器接收第二个交互请求，并进一步确定与第二联络中心节点的连接不足。 响应于确定与第二联络中心节点没有连接，第一处理器禁止向第二联络中心节点发送第二消息。 根据一个实施例，第二消息用于调用与第二联络中心节点相关联的第二资源，以经由第二资源来处理交互。

    Resource sharing in a peer-to-peer network of contact center nodes
    3.
    发明授权
    Resource sharing in a peer-to-peer network of contact center nodes 有权

    公开(公告)号：US09774739B2

    公开(公告)日：2017-09-26

    申请号：US14221202

    申请日：2014-03-20

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Paul Segre ,  Gordon Bell ,  Brian Bischoff ,  Donald Huovinen ,  Herbert Willi Artur Ristock

    IPC: G06F15/173 ,  H04M3/523 ,  H04L29/08

    CPC classification number: H04M3/5232 ,  H04L67/1002 ,  H04M3/5237

    Abstract: A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node. According to one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.

    PROACTIVE KNOWLEDGE OFFERS
    4.
    发明申请
    PROACTIVE KNOWLEDGE OFFERS 审中-公开
    主观知识优惠

    公开(公告)号：US20160246885A1

    公开(公告)日：2016-08-25

    申请号：US14629481

    申请日：2015-02-23

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Bharath Aravamudhan ,  Conor McGann ,  Nitin Krishnanand ,  Bohdan Klepar ,  Andrey Ryabchun ,  Gordon Bell ,  Frank Gutierrez ,  Josef Eric Eisner ,  Nikolay Korolev ,  Herbert Willi Artur Ristock ,  Stanislav Lypchanskyy

    IPC: G06F17/30

    CPC classification number: G06F17/30867

    Abstract: A system and method for proactively making knowledge offers. A processor is configured to gather information on interactions by a user with resources provided by an enterprise having a customer contact center. The processor anticipates need of the user based on the gathered information, and generates a query based on the anticipated need. Prior to the user expressly requesting knowledge relating to a particular topic, the processor proactively identifies and suggests the knowledge to the user based on the generated query. The processor receives feedback relating to the suggested knowledge and outputs based on the feedback, a relevance score for the suggested knowledge.

    Abstract translation: 主动提供知识的系统和方法。 处理器被配置为收集用户利用由具有客户联络中心的企业提供的资源进行交互的信息。 处理器根据所收集的信息预期对用户的需求，并根据预期的需要生成查询。 在用户明确地请求与特定主题相关的知识之前，处理器基于生成的查询主动地识别并向用户建议知识。 处理器根据反馈信息接收与建议的知识和输出有关的反馈，建议知识的相关性得分。

    Resource sharing in a peer-to-peer network of contact center nodes
    5.
    发明授权
    Resource sharing in a peer-to-peer network of contact center nodes 有权

    公开(公告)号：US10567587B2

    公开(公告)日：2020-02-18

    申请号：US15714869

    申请日：2017-09-25

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Paul Segre ,  Gordon Bell ,  Brian Bischoff ,  Donald Huovinen ,  Herbert Willi Artur Ristock

    IPC: G06F15/173 ,  H04M3/523 ,  H04L29/08

    Abstract: A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node. According to one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.

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