Patents by Inventor Dmitry A. Torba
Dmitry A. Torba has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Publication number: 20100172486Abstract: 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.Type: ApplicationFiled: March 16, 2010Publication date: July 8, 2010Inventors: Alec Miloslavsky, Jason Goecke, Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman, Oleg Turovsky
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Patent number: 7715332Abstract: 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.Type: GrantFiled: October 25, 2007Date of Patent: May 11, 2010Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Alec Miloslavsky, Jason Goecke, Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman, Oleg Turovsky
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Patent number: 7619996Abstract: 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.Type: GrantFiled: April 27, 2007Date of Patent: November 17, 2009Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Alec Miloslavsky, Jason Goecke, Vladimir N Deryugin, Dmitry A Torba, Igor Neyman, Oleg Turovsky
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Patent number: 7460496Abstract: 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.Type: GrantFiled: February 1, 2005Date of Patent: December 2, 2008Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Alec Miloslavsky, Jason Goecke, Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman, Oleg Turovsky
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Publication number: 20080049928Abstract: 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.Type: ApplicationFiled: October 25, 2007Publication date: February 28, 2008Inventors: Alec Miloslavsky, Jason Goecke, Vladimir Deryugin, Dmitry Torba, Igor Neyman, Oleg Turovsky
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Publication number: 20070195940Abstract: 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.Type: ApplicationFiled: April 27, 2007Publication date: August 23, 2007Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Alec Miloslavsky, Jason Goecke, Vladimir Deryugin, Dmitry Torba, Igor Neyman, Oleg Turovsky
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Patent number: 6981020Abstract: 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.Type: GrantFiled: May 5, 2000Date of Patent: December 27, 2005Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Alec Miloslavsky, Jason Goecke, Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman, Oleg Turovsky
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Publication number: 20050128961Abstract: 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.Type: ApplicationFiled: February 1, 2005Publication date: June 16, 2005Inventors: Alec Miloslavsky, Jason Goecke, Vladimir Deryugin, Dmitry Torba, Igor Neyman, Oleg Turovsky
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Patent number: 6879586Abstract: 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.Type: GrantFiled: January 22, 1998Date of Patent: April 12, 2005Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Alec Miloslavsky, Jason Goecke, Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman, Oleg Turovsky
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Patent number: 6625139Abstract: 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.Type: GrantFiled: January 22, 1998Date of Patent: September 23, 2003Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Alec Miloslavsky, Jason Goecke, Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman, Oleg Turovsky
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Patent number: 6581105Abstract: 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.Type: GrantFiled: November 18, 1999Date of Patent: June 17, 2003Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Alec Miloslavsky, Jason Goecke, Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman, Oleg Turovsky
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Publication number: 20030021259Abstract: 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.Type: ApplicationFiled: January 22, 1998Publication date: January 30, 2003Inventors: ALEC MILOSLAVSKY, JASON GOECKE, VLADIMIR N. DERYUGIN, DMITRY A. TORBA, IGOR NEYMAN, OLEG TUROVSKY
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Publication number: 20020169834Abstract: 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.Type: ApplicationFiled: May 5, 2000Publication date: November 14, 2002Inventors: Alec Miloslavsky, Jason Goecke, Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman, Oleg Turovsky
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Publication number: 20020101866Abstract: An Internet Protocol-capable call center system has a managing computer connected to a plurality of PCs at agent stations on a local area network. The managing computer is adapted to receive and route Internet Protocol Network Telephony calls to the agent stations according to predetermined routing rules.. A statistics server (stat-server) in the call center provides status of call center objects, among multiple status possibilities, to requesting applications in the processes of routing calls. Requesting applications, in addition to requests for object states, provide priority indications of object states desired. The stat-server provides the highest priority state to a requesting application. In the absence of a priority indication the stat-server provides status of objects according to a default indicattion.Type: ApplicationFiled: January 22, 1998Publication date: August 1, 2002Inventors: ALEC MILOSLAVSKY, JASON GOECKE, VLADIMIR N. DERYUGIN, DMITRY A. TORBA, IGOR NEYMAN, OLEG TUROVSKY
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Patent number: 6373836Abstract: An Internet Protocol Network Telephony call center system has a plurality of call centers managed by a central controller. The central controller accepts IPNT calls and routes the calls to the plurality of call centers to be distributed to agents based on status of the call centers maintained in a stat-server coupled to the central controller. The call centers periodically report call center status to the stat-server at the central controller via dedicated data links. In the event of failure of a data link between a call center and the central controller, the central controller continues to route calls by retrieving historical data previously reported for the disconnected call center, estimating the current status of the call center based on the historical data, and using the estimates with current status of other call centers in making routing decisions.Type: GrantFiled: January 22, 1998Date of Patent: April 16, 2002Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman
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Publication number: 20020019846Abstract: 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.Type: ApplicationFiled: November 18, 1999Publication date: February 14, 2002Inventors: ALEC MILOSLAVSKY, JASON GOECKE, DMITRY A. TORBA, IGOR NEYMAN, OLEG TUROVSKY
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Publication number: 20020001300Abstract: 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.Type: ApplicationFiled: January 22, 1998Publication date: January 3, 2002Inventors: ALEC MILOSLAVSKY, JASON GOECKE, VLADIMIR N. DERYUGIN, DMITRY A. TORBA, IGOR NEYMAN, OLEG TUROVSKY
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Patent number: 6175564Abstract: An Internet Protocol Network Telephony (IPNT) system has Internet-connected managing computers at plural call centers connected to local agent stations at each call center. The managing computers are adapted to receive IPNT calls from clients at internal routing points. A router coupled to each of the managing computers at the call centers is adapted to execute routing rules to select agent stations for transferring calls received at the routing points, and the agent stations selected can be at any of the call centers involved. In one aspect the router, having selected an agent station at a call center remote from the call center where a call to be routed is first received, requests a routing point address at the remote call center, then transfers the call to that new routing point. The second call center then further routes the transferred call to the final agent station.Type: GrantFiled: January 22, 1998Date of Patent: January 16, 2001Assignee: Genesys Telecommunications Laboratories, IncInventors: Alec Miloslavsky, Jason Goecke, Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman, Oleg Turovsky