| GENESYS TELECOMMUNICATIONS LABORATORIES, INC. Patent applications |
| Patent application number | Title | Published |
|---|
| 20100198930 | E-Mail Client with Programmable Address Attributes - A method enables a single agent to respond to incoming emails as representing a plurality of different entities, using the following steps: (a) receiving an incoming email by an email application executing on a computerized appliance from a machine-readable medium; (b) preparing by an agent having access to the email application an outgoing email in response to the incoming email; (c) accessing a data table associating “send to” addresses of incoming emails with “from” addresses for outgoing emails; and (d) automatically entering for the outgoing email, by the email application, the “from” address associated with the “send to” address in the incoming email. | 08-05-2010 |
| 20090323660 | Telecommunication System for Automatically Locating by Network Connection and Selectively Delivering Calls to Mobile Client Devices - A communication system for an organization having multiple sites uses a dual-mode device capable of both cell phone communication and telephone communication on a local area network (LAN). IP LANS are established at organization sites such that a temporary IP address is assigned to a dual-mode device that logs onto an organization LAN, and the IP address is associated at a PSTN-connected server on the LAN with the cell phone number of the communication device. The IP server notifies a PSTN-connected routing server when a device logs on to a LAN, and also provides a destination number for the IP server. Cell calls directed to the device are then redirected to the IP server and directed to the device connected to the LAN. | 12-31-2009 |
| 20090245482 | Accumulative Decision Point Data Analysis System for Telephony and Electronic Communications Operations - A system for generating usage statistics for a communications routing system from data generated at routing points and at end points of the system has a processor having access to the communications routing system for analyzing the data and generating the statistics, and a server having access to the processor for rendering the generated statistics into a format for display. The data used to generate the statistics includes routing path information for events routed through the communications routing system and optionally interaction histories recorded at certain routing points and end points in the communications routing system. | 10-01-2009 |
| 20090089451 | System and Apparatus for Pre-Routing Network Events - A pre-routing software system for treating incoming network events according to event importance prior to agent-level routing in a communication center network is disclosed. The system includes at least one network interface for receiving incoming events, a parsing engine for parsing electronic messages and documents, at least one communication interface for enabling communication with connected routing, queuing, and automated response systems, and a determination module for determining pre-treatment of received events. In preferred application, incoming network events are parsed according to a rules set and determination of pre-treatment is made for each event according to the rules set. In some embodiments, the system is used in conjunction with one or more virtual, priority-based queuing systems. | 04-02-2009 |
| 20080222240 | Method and Apparatus for Extended Management of State and Interaction of a Remote Knowledge Worker from a Contact Center - 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. | 09-11-2008 |
