Genesys Telecommunications Laboratories, Inc.

Paul Karpenko

Igor Neyman

Oleg Bondarenko

Valeriy Issayev

Alec Miloslavsky

Andrei Petrov

Michail D Barskiy

Yuri Ostapchuk

Hamid R Dadgar

Boris Livshits

Alex Smelik

Alexander Volguin

Myhailo Barskyy

Andre Petrov

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

Methods and apparatus for personal routing in computer-simulated telephony

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

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 including a video display unit (VDU) adapted for monitoring origination information for 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 having access to a database storing data pertaining to callers, and the computer workstation reports call-origination data to the T-Server, which uses the data to correlate data to be retrieved from the database and displayed on the VDU.

Call and data correspondence in a call-in center employing virtual

Growing community of inventors

San Bruno, CA, United States of America

Paul Karpenko