Genesys Telecommunications Laboratories, Inc.

Hewlett-packard Development Company, L.p.

Gregory Pogossiants

Nikolay A Anisimov

Dan Kikinis

Alan Hersh Karp

Kannan Govindarajan

Yuri Shtivelman

Claudio Bartolini

Vadim Zyarko

Arindam Banerji

Shamik Sharma

Dorothea Beringer

Konstatin Kishinsky

Scott L Williams

Niolay Korolev

Pavel Postupalski

Konstantin Kishinsky

A system for providing third-party call control in a telecommunications environment is provided. The system comprises, a call-control mechanism for providing service logic and routing intelligence, a control application for providing service-logic description and command instruction for implementing third-party controlled call connections, a call-switching mechanism for providing an abstract state of switching matrix and for commutation of external and internal call legs and a commutation application for making and breaking call connections according to commands sent from the control application. The call-control mechanism, using the control application, sends primitive text commands to the call-switching mechanism, which utilizing the commutation application, receives, reads and implements the text commands containing all of the service logic and instructions required to successfully construct call connections and wherein the call-switching mechanism by virtue of the commutation application sends notification of success or failure regarding implementation of received commands back to the control application.

Using XML expressed primitives for platform and system-independent call modeling

A conversation definition language (CDL) is disclosed that programmers may use to define sequences of interactions for communicating with a web service to facilitate use of the web service. CDL enables web services provided by different entities to engage in flexible and autonomous interactions. Using CDL, services can communicate by exchanging messages, and the message exchanges are expected to follow a specific pattern (i.e., a conversation). CDL is used to define the conversation, such that a service may expect a particular message in response to transmitting a particular message. CDL includes document type descriptions, interactions and transitions for describing a conversation. The document type descriptions describe the messages that may be exchanged. The interactions describe the type of actions (e.g., receive and/or transmit a message) that may be performed, and the transitions describe the possible sequences of the interactions.

Computer language for defining business conversations

A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module for generating numbers to be automatically dialed, a dialing unit for dialing numbers generated, a queue for queing answered calls, and a stat module for monitoring performance and generating a call generation rate. The system uses an analytical method in one embodiment for determining the call generation rate, wherein the method uses one or more of distribution function of system processes, numerical methods, solving of non-linear equations, or probability techniques. In another embodiment the system accomplishes the same purpose using a simulation method for determining the call generation rate, wherein parameters relating to a queing system are estimated in absence of sufficient information by simulating each of the system's processes, predicting behavior of the system on basis of previous experience, and finding optimal point in future to make a next call.

Method for predicting and managing call load by determining the optimum frequency of outbound call generation during an out-bound calling campaign from a call center

A network-based system for distributing object-oriented CTI scripts is provided. The system includes, at least one source communication center enabled with an object-oriented-programming-system for generating and distributing the CTI scripts, at least one receiving communication center enabled with an object-oriented-programming-system for receiving and implementing the CTI scripts, an instance of a descriptor-language-converter application installed and operational within the source communication center and an instance of the descriptor-language-converter application installed and operational within receiving communication center. The source center creates the CTI script using its own object-oriented-programming-system, converts the object-oriented script into a descriptor language using the descriptor-language-converter, and distributes the descriptor-language script over the network and, wherein the receiving communication center receives the descriptor-language script and interpreting the language, regenerates a version of the original CTI script using its own object-oriented-programming-system. In preferred embodiments, XML language is used as the descriptor-language. In other embodiments, other descriptor languages may be used.

Method and apparatus for distributing computer integrated telephony (CTI) scripts using extensible mark-up language (XML) for mixed platform distribution and third party manipulation

Growing community of inventors

Palo Alto, CA, United States of America

Gregory Pogossiants