Genesys Telecommunications Laboratories, Inc.

Andrei Petrov

Igor Neyman

Oleg Bondarenko

Valeriy Issayev

Alec Miloslavsky

Pavel Karpenko

Myhailo Barskyy

Yuri Ostapchuk

Paul Karpenko

Hamid R Dadgar

Boris Livshits

Michail D Barskiy

Alex Smelik

Alexander Volguin

Hamid Dadgar

A client-server telephone call router system as part of a customer premises system has a client-server router adapted to execute on a telephony switch, such as a public branch exchange (PBX) or other telephony switch, or on a processor connected by CTI link to a telephony switch. The telephony switch or processor executing the router is connected to a local area network (LAN) that also interconnects computer workstations proximate to telephones connected to the telephony switch. Client user interface applications run on the computer workstations, allowing clients to edit routing rules for the router, which has a list of routing rules keyed to users and workstations of the customer premises system. The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation on the LAN his\her own routing rules, and transmit the edits to the client-server router where the rules will be followed to route calls for that user and protocol.

Personal desktop router

A call center having agent stations comprising telephones connected to computer stations by a Telephone Application Programming Interface (TAPI)-compliant bridge has data pertaining to callers stored in a database on a local area network (LAN) to which the computer stations are also connected. Origination data for incoming calls, both conventional calls to the telephones and computer-simulated calls to the computer platforms, is used as a key to extract data pertaining to calls from the database for display on video display units (VDUs) of the computer workstations where the calls are terminated. In some cases, data is only extracted and displayed for calls from previously listed origination points.

Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality

Methods and apparatus for personal routing in computer-simulated telephony

A telephony call center has agent workstations having telephones connected to station-side ports of a telephone switching apparatus adapted to receive and switch conventional telephone calls to the telephones, and also computer platforms connected on a local area network (LAN). A processor also connected on the LAN has a wide area network (WAN) port and is adapted to receive and distribute computer-simulated telephone calls from the WAN to computer platforms at the agent stations. At individual agent stations the telephone and computer platform is connected by a Telephone Application Programming Interface (TAPI)-compliant bridge. Status of calls of both types at agent workstations is communicated to a network-level router by the processor having a WAN connection, which may also receive computer-simulated calls. The router may then make routing decisions based on agent status relative to both kinds of calls.

Virtualized computer telephony integrated link for enhanced functionality in call centers

A multi-media call center has agent stations with telephones and multi-media computer platforms, wherein the telephones and computer platforms are connected by a bridge circuit adapted to allow audio data to be shared between the telephones and the computer platforms. The computer platforms are also adapted to process computer-simulated calls. In various embodiments all or portions of calls of either type may be recorded, pre-recorded audio may be played back to callers, the system may respond to pre-determined key phrases uttered by callers, and the system may respond to an agent's voice commands.

Voice extensions in a call-in center employing virtual restructuring for computer telephony integrated functionality

An agent station for a call-in center has a telephone for an agent's use connected by a communication link with a computer workstation adapted for monitoring transaction and status for the telephone and calls received on the telephone. In a preferred embodiment the computer workstation is connected on a local area network (LAN) to a processor running and instance of a telephony server (T-Server) application, and the computer workstation reports telephone transaction and status data to the T-Server, which uses the data to effect call routing at a remote telephony switch. In some embodiments the computer workstations are personal computers (PCs) and the communication link between telephones and PCs is a PC-compatible serial data link.

Virtualized computer telephony integrated link for enhanced functionality

Growing community of inventors

Palo Alto, CA, United States of America

Andrei Petrov