Genesys Telecommunications Laboratories, Inc.

Other

Genesys Telecommunications

Genesys Telecommunications Labs, Inc

Vladimir N Deryugin

Igor Neyman

Nikolay A Anisimov

Dmitry A Torba

Alec Miloslavsky

Petr Makagon

Andriy Vladimirovich Ryabchun

Oleg Turovsky

Patrick Giacomini

Jason Goecke

Yuri Shtivelman

Gregory Pogossians

Dmytro G Balkin

Luben Gueorguiev Stoilov

Dimitriy A Torba

A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center

An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.

Determining presence for interaction routing

Routing emails to a plurality of agents

Apparatus and methods for routing electronic mail in a processing center

A system for estimating call waiting time for a call in a queue takes into account multiple queues wherein agents are shared between queues, abandoned call history, and virtual and priority queues. The system in a preferred embodiment is a computer-telephony integration (CTI) software application adapted to execute on a CTI processor, which may be coupled to switching equipment at network level in a connection-oriented, switched telephony (COST) network or to a switch at call-center level, or both.

Method for estimating telephony system-queue waiting time in an agent level routing environment

An IPNT call center is provided wherein agent's computers may be locally-connected to a managing computer on a local area network, or remote agents may act over the Internet with the managing computer. The managing computer establishes an IPNT call with each remote agent on duty, and then routes incoming IPNT calls to the remote agents by substituting an incoming call for an existing call without closing the existing call, thereby avoiding the necessity of establishing a new call with the remote computer for each call routed to the remote agent. In some embodiments the IPNT system is a part of a multimedia call center, wherein incoming calls may be either IPNT or plain old telephony service (POTS), and calls are routed to agents according to a set of business rules without regard to type.

Internet protocol call-in centers and establishing remote agents

A telephony call center system comprises an Internet connection adapted for receiving data from a WEB server, the data originating from the computer platform of a person browsing the Internet, including data identifying the browsing person, such as a telephone number, an IP address or the like, and indicating to the WEB server a desire of the browsing person to communicate with an agent at the call center. The communication desired may be (a) a request for an agent at the call center to receive a call from the browsing person, or (b) a request for a call to be placed to the browsing person from the call center. In both (a) and (b) the practical result is a telephone conference between the browsing person and an agent at the call center. In the first instance (a), in response to the data from the WEB server to the call center, the call center provides to the WEB server, for transfer to the browsing person via the Internet, necessary data for the browsing person to place an Internet Protocol Network Telephony (IPNT) call to the browsing person, utilizing Internet Telephony software at the browsing person's PC. The call center selects an agent, and initiates a watch for an arriving IPNT call from the browsing person. On arrival of the call, the call is routed to the selected agent. In the other instance (b), in response to the data, the call center enters the browsing person's information, determines the appropriate IP address, and places an IPNT call to the browsing person. When the call placed from the center is answered, it is switched to a selected agent.

Apparatus and methods for coordinating internet protocol telephone and data communications

Growing community of inventors

San Mateo, CA, United States of America

Vladimir N Deryugin