Patents by Inventor Galina Kovalenko
Galina Kovalenko 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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Patent number: 10348893Abstract: A redundant Session Initiation Protocol (SIP) call center system has two data centers each having a first and a second SIP server cooperating as a first SIP-server high availability (HA) pair, a set of SW applications executable at each data center, and a plurality of agent stations each comprising a SIP telephone and a computerized appliance executing a desktop application at each agent station. The HA pairs operate as SIP server peers, the agent SIP phones are configured to maintain simultaneous registration with both SIP server peers, and Agent Desktop applications log in to only one SIP server peer, wherein the SIP Server peers collaborate to deliver calls to individual agent SIP phones via the SIP server peer where the agent is logged in, and wherein, upon failure of either data center agent's desktop applications log in to the other data center, allowing the associated agent to continue working.Type: GrantFiled: December 22, 2017Date of Patent: July 9, 2019Inventors: Victor Kolesov, Bernard Bretherton, Galina Kovalenko
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Patent number: 10264129Abstract: A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.Type: GrantFiled: March 16, 2018Date of Patent: April 16, 2019Inventors: Brian Bischoff, Gregg Kerlin, Henry Lum, Donald Huovinen, Tamal Islam, Terry Stocking, David H. Anderson, Galina Kovalenko, Bernard Bretherton, Vyacheslav Sayko
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Patent number: 10154143Abstract: As system and method for dynamically selecting a dial plan includes a processor that detects a new telephony call placed by a contact center agent in a first operations environment. The processor automatically identifies a state of the contact center agent without the agent having to expressly enter digits into a telephony device. The state may identify whether the agent is logged in, a work state of the agent, and/or whether the agent is handling a call. The processor selects a dial plan based on the determined state, and transmits a message for routing the call based on the selected dial plan.Type: GrantFiled: October 31, 2013Date of Patent: December 11, 2018Inventors: Brian Bischoff, Donald Huovinen, Terry Stocking, David H. Anderson, Galina Kovalenko, Vyacheslav Sayko
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Patent number: 10079938Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.Type: GrantFiled: September 21, 2015Date of Patent: September 18, 2018Inventors: Galina Kovalenko, Slava Sayko, Slava Zhakov
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Publication number: 20180205829Abstract: A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.Type: ApplicationFiled: March 16, 2018Publication date: July 19, 2018Inventors: Brian Bischoff, Gregg Kerlin, Henry Lum, Donald Huovinen, Tamal Islam, Terry Stocking, David H. Anderson, Galina Kovalenko, Bernard Bretherton, Vyacheslav Sayko
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Publication number: 20180115642Abstract: A redundant Session Initiation Protocol (SIP) call center system has two data centers each having a first and a second SIP server cooperating as a first SIP-server high availability (HA) pair, a set of SW applications executable at each data center, and a plurality of agent stations each comprising a SIP telephone and a computerized appliance executing a desktop application at each agent station. The HA pairs operate as SIP server peers, the agent SIP phones are configured to maintain simultaneous registration with both SIP server peers, and Agent Desktop applications log in to only one SIP server peer, wherein the SIP Server peers collaborate to deliver calls to individual agent SIP phones via the SIP server peer where the agent is logged in, and wherein, upon failure of either data center agent's desktop applications log in to the other data center, allowing the associated agent to continue working.Type: ApplicationFiled: December 22, 2017Publication date: April 26, 2018Inventors: Victor Kolesov, Bernard Bretherton, Galina Kovalenko
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Patent number: 9948782Abstract: A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.Type: GrantFiled: October 31, 2013Date of Patent: April 17, 2018Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Brian Bischoff, Gregg Kerlin, Henry Lum, Donald Huovinen, Tamal Islam, Terry Stocking, David H. Anderson, Galina Kovalenko, Bernard Bretherton, Vyacheslav Sayko
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Patent number: 9854094Abstract: A redundant Session Initiation Protocol (SIP) call center system has two data centers each having a first and a second SIP server cooperating as a first SIP-server high availability (HA) pair, a set of SW applications executable at each data center, and a plurality of agent stations each comprising a SIP telephone and a computerized appliance executing a desktop application at each agent station. The HA pairs operate as SIP server peers, the agent SIP phones are configured to maintain simultaneous registration with both SIP server peers, and Agent Desktop applications log in to only one SIP server peer, wherein the SIP Server peers collaborate to deliver calls to individual agent SIP phones via the SIP server peer where the agent is logged in, and wherein, upon failure of either data center agent's desktop applications log in to the other data center, allowing the associated agent to continue working.Type: GrantFiled: October 5, 2015Date of Patent: December 26, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Victor Kolesov, Bernard Bretherton, Galina Kovalenko
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Patent number: 9398158Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.Type: GrantFiled: September 5, 2014Date of Patent: July 19, 2016Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Galina Kovalenko, Slava Sayko, Slava Zhakov
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Patent number: 9270827Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.Type: GrantFiled: September 7, 2012Date of Patent: February 23, 2016Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Galina Kovalenko, Slava Sayko, Slava Zhakov
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Publication number: 20160028888Abstract: A redundant Session Initiation Protocol (SIP) call center system has two data centers each having a first and a second SIP server cooperating as a first SIP-server high availability (HA) pair, a set of SW applications executable at each data center, and a plurality of agent stations each comprising a SIP telephone and a computerized appliance executing a desktop application at each agent station. The HA pairs operate as SIP server peers, the agent SIP phones are configured to maintain simultaneous registration with both SIP server peers, and Agent Desktop applications log in to only one SIP server peer, wherein the SIP Server peers collaborate to deliver calls to individual agent SIP phones via the SIP server peer where the agent is logged in, and wherein, upon failure of either data center agent's desktop applications log in to the other data center, allowing the associated agent to continue working.Type: ApplicationFiled: October 5, 2015Publication date: January 28, 2016Inventors: Victor Kolesov, Bernard Bretherton, Galina Kovalenko
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Publication number: 20160014186Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.Type: ApplicationFiled: September 21, 2015Publication date: January 14, 2016Inventors: Galina Kovalenko, Slava Sayko, Slava Zhakov
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Patent number: 9154529Abstract: A redundant Session Initiation Protocol (SIP) call center system has two data centers each having a first and a second SIP server cooperating as a first SIP-server high availability (HA) pair, a set of SW applications executable at each data center, and a plurality of agent stations each comprising a SIP telephone and a computerized appliance executing a desktop application at each agent station. The HA pairs operate as SIP server peers, the agent SIP phones are configured to maintain simultaneous registration with both SIP server peers, and Agent Desktop applications log in to only one SIP server peer, wherein the SIP Server peers collaborate to deliver calls to individual agent SIP phones via the SIP server peer where the agent is logged in, and wherein, upon failure of either data center agent's desktop applications log in to the other data center, allowing the associated agent to continue working.Type: GrantFiled: September 18, 2012Date of Patent: October 6, 2015Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Victor Kolesov, Bernard Bretherton, Galina Kovalenko
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Patent number: 9143616Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.Type: GrantFiled: November 2, 2012Date of Patent: September 22, 2015Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Galina Kovalenko, Slava Sayko, Slava Zhakov
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Publication number: 20140376382Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.Type: ApplicationFiled: September 5, 2014Publication date: December 25, 2014Inventors: Galina Kovalenko, Slava Sayko, Slava Zhakov
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Patent number: 8879712Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.Type: GrantFiled: November 2, 2012Date of Patent: November 4, 2014Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Galina Kovalenko, Slava Sayko, Slava Zhakov
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Publication number: 20140270142Abstract: As system and method for dynamically selecting a dial plan includes a processor that detects a new telephony call placed by a contact center agent in a first operations environment. The processor automatically identifies a state of the contact center agent without the agent having to expressly enter digits into a telephony device. The state may identify whether the agent is logged in, a work state of the agent, and/or whether the agent is handling a call. The processor selects a dial plan based on the determined state, and transmits a message for routing the call based on the selected dial plan.Type: ApplicationFiled: October 31, 2013Publication date: September 18, 2014Inventors: Brian Bischoff, Donald Huovinen, Terry Stocking, David H. Anderson, Galina Kovalenko, Vyacheslav Sayko
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Publication number: 20140280720Abstract: A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.Type: ApplicationFiled: October 31, 2013Publication date: September 18, 2014Inventors: Brian Bischoff, Gregg Kerlin, Henry R. Lum, Donald Huovinen, Tamal Islam, Terry Stocking, David H. Anderson, Galina Kovalenko, Bernard Bretherton, Vyacheslav Sayko
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Publication number: 20140071980Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.Type: ApplicationFiled: November 2, 2012Publication date: March 13, 2014Inventors: Galina Kovalenko, Slava Sayko, Slava Zhakov
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Publication number: 20140072116Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.Type: ApplicationFiled: November 2, 2012Publication date: March 13, 2014Inventors: Galina Kovalenko, Slava Sayko, Slava Zhakov