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    SYSTEM FOR FACILITATING LOOSELY CONFIGURED SERVICE WORKER GROUPS IN A DYNAMIC CALL CENTER ENVIRONMENT
    3.
    发明申请
    SYSTEM FOR FACILITATING LOOSELY CONFIGURED SERVICE WORKER GROUPS IN A DYNAMIC CALL CENTER ENVIRONMENT 有权
    在动态呼叫中心环境中促进配置齐全的服务工作组的系统

    公开(公告)号：US20140205078A1

    公开(公告)日：2014-07-24

    申请号：US14161643

    申请日：2014-01-22

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Petr Makagon ,  Herbert Willi Artur Ristock ,  Dan Kikinis

    IPC: H04M3/51

    CPC classification number: H04M3/5125 ,  G06Q10/0631 ,  G06Q10/06311 ,  G06Q10/063112 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233

    Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.

    Abstract translation: 聘请和激活一个或多个工作组以服务联络中心业务的系统包括一个或多个组可访问的接口，用于接收组注册数据，发布联络中心业务以及使组可以订阅接收业务; 用于存储订阅组的注册数据的数据存储库; 以及用于指定用于事件路由到组的路由策略的路由服务器。 该系统的特征在于，一个或多个工作组可以在联络中心业务活动期间被激活，以根据需要执行服务。

    Integrating SIP control messaging into existing communication center routing infrastructure
    6.
    再颁专利
    Integrating SIP control messaging into existing communication center routing infrastructure 有权

    公开(公告)号：USRE46675E1

    公开(公告)日：2018-01-16

    申请号：US14566599

    申请日：2014-12-10

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Dan Kikinis

    IPC: H04L29/06 ,  H04M3/51

    CPC classification number: H04L65/1006 ,  H04L29/06027 ,  H04L65/4007 ,  H04M3/42323 ,  H04M3/493 ,  H04M3/5191 ,  H04M3/523 ,  H04M7/006 ,  H04Q3/72

    Abstract: A software suite is disclosed for routing communication events over a data-packet-network using an IP session initiation and management protocol. The software suite comprises, a server application running on the network for computing and serving routing determinations per request, a session management application running on the network for initiating and managing routed and established session events, a parsing application running on the network for parsing request data received under session initiation protocol and a conversion application running on the network for converting data received under session initiation protocol into a routing request. All received communication requests for routing are in the form of the session initiation protocol wherein they are parsed and converted into routing requests processed by the server application and routed to determined destinations and wherein events are established as session events conducted under the session initiation and management protocol.

    System for facilitating loosely configured service worker groups in a dynamic call center environment
    10.
    发明授权
    System for facilitating loosely configured service worker groups in a dynamic call center environment 有权
    用于在动态呼叫中心环境中促进松散配置的服务工作组的系统

    公开(公告)号：US09077803B2

    公开(公告)日：2015-07-07

    申请号：US14161643

    申请日：2014-01-22

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Petr Makagon ,  Herbert Willi Artur Ristock ,  Dan Kikinis

    IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q10/06

    CPC classification number: H04M3/5125 ,  G06Q10/0631 ,  G06Q10/06311 ,  G06Q10/063112 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233

    Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.

    Abstract translation: 聘请和激活一个或多个工作组以服务联络中心业务的系统包括一个或多个组可访问的接口，用于接收组注册数据，发布联络中心业务以及使组可以订阅接收业务; 用于存储订阅组的注册数据的数据存储库; 以及用于指定用于事件路由到组的路由策略的路由服务器。 该系统的特征在于，一个或多个工作组可以在联络中心业务活动期间被激活，以根据需要执行服务。

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