Personal desktop router

• US 8,358,769 B2
• Filed: 10/29/2007
• Issued: 01/22/2013
• Est. Priority Date: 02/10/1997
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Neyman, Igor, Barskiy, Michail, Miloslavsky, Alec, Bondarenko, Oleg, Issayev, Valeriy, Petrov, Andrei, Karpenko, Paul, Smelik, Alex, Volguin, Alexander, Ostapchuk, Yuri, Livshits, Boris, Dadgar, Hamid
• Primary Examiner(s): NGUYEN, QUYNH H
• Application Number:
  US11/926,542
• Publication Number:
  US 20080043977A1
• Time in Patent Office: 1,912 Days
• Field of Search: 379/221.19, 379/220.01, 379/221.14, 379/234, 379/219, 370/351, 370/352, 370/353
• US Class Current: 379/220.01
• CPC Class Codes: H04M 1/2473 Telephone terminals interfacing a personal computer, e.g. using an API (Application Programming Interface) details of API H04M7/0021
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/323 for the arrangements providing the connection (test connection, test call, call simulation)
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/42127 Systems providing several special services or facilities from groups H04M3/42008 - H04M3/58
• CPC Class Codes: H04M 3/42153 by subscriber
• CPC Class Codes: H04M 3/42161 via computer interface
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 7/00 Arrangements for interconnection between switching centres
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

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.

Claims

1. A method for routing an interaction, comprising the steps of:

(a) receiving the interaction at a media server coupled to a network, the network including connections to communication stations associated one-to-one with each of a plurality of agents;

(b) transmitting from the media server to each of the communication stations, identity of initiator of the interaction and using the identity of the initiator to retrieve further data concerning the interaction from a database connected to the network prior to making a routing decision for the interaction to any one of the plurality of communication stations;

(c) receiving, at the media server, routing responses from one or more of the individuals associated with the communication stations over the network, the responses from the agents are in response to the transmission of the identifying information;

(e) determining routing instructions, at the media server, for the interaction based at least in part on the responses received; and

(f) executing the routing instructions in the media server, routing the interaction to at least one of the plurality of agents.

2. The method of claim 1, wherein the communication equipment is a personal computer (PC) at a workstation, each workstation manned by one of the plurality of agents.

3. The method of claim 2, wherein the PC includes a graphical user interface (GUI) displaying a personal routing application controlled by the agent.

4. The method of claim 3, wherein after receiving a routed interaction the agent performs further routing of the interaction via the application.

5. The method of claim 4, wherein the further routing includes one or more of holding, terminating the interaction, and transferring the interaction to another agent at another workstation connected to the network.