Genesys Telecommunications Laboratories, Inc.

Yuri Ostapchuk

Boris Livshits

Hamid R Dadgar

Alec Miloslavsky

Igor Neyman

Oleg Bondarenko

Valeriy Issayev

Andrei Petrov

Michail D Barskiy

Alex Smelik

Alexander Volguin

Paul Karpenko

Pavel Karpenko

Myhailo Barskyy

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 transaction server system is provided for routing and processing telephony events in a multi-tenant communication center. The transaction server system comprises a CTI-enabled routing point having transaction server software and multiple venues for receiving and notifying of telephony events according to venue, a plurality of virtual transaction server applications associated one each per venue for disposing of pending telephony events according to established protocols and an intermediary server disposed between and connected to the routing point and to the plurality of virtual transaction applications. The intermediary server maps communication paths between individual ones of the multiple venues of the routing point to individual ones of the virtual transaction applications and wherein each virtual transaction application functions on behalf of at least one tenant of the multi-tenant communication center to process events.

Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tennant communication center

Methods and apparatus for personal routing in computer-simulated telephony

A computer simulation system adapted for simulating a telephony call center comprises individual software modules simulating separate entities of the call center in the simulated call center, and a graphical user interface (GUI). In the GUI the individual software modules are presented as icons movable and connectable on the screen to alter characteristics of the simulated call center. In a preferred embodiment the simulation system is adapted for testing computer telephony integration (CTI) applications. In this embodiment one of the software module icons comprises a (CTI) link interface library adapted to provide communication between the simulated call center and the CTI application in a manner that the simulated call center will behave as a specific switch type in a specific instance. Also in a preferred embodiment one of the individual software modules is a telephony objects module representing a telephony switch and connected telephony devices, agents, and associated behavior. In this aspect individual telephony objects are represented in the GUI as icons that may be selected and added to or subtracted from the telephony objects module to alter the behavior repertoire of the module.

Methods in computer simulation of telephony systems

Growing community of inventors

San Mateo, CA, United States of America

Yuri Ostapchuk