Patents by Inventor Vyacheslav Sayko
Vyacheslav Sayko 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: 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: 10181974Abstract: A method for reserving agents for handling calls in a distributed contact center environment. A first module identifies, through interactions with other modules, an agent suitable for handling the call. A second module executes a hash function to identify a third module responsible for the agent, makes a request to the third module, to reserve the agent, and routes the call to the third module if the request is granted.Type: GrantFiled: March 15, 2013Date of Patent: January 15, 2019Inventors: Philippe Rais, Vyacheslav Sayko, Alexander Tikin, Grygoriy Budilovsky
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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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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: 20180124122Abstract: An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.Type: ApplicationFiled: December 22, 2017Publication date: May 3, 2018Inventors: Nikolay Anisimov, Vyacheslav Sayko, Vitaliy Teryoshin
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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: 9854006Abstract: An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.Type: GrantFiled: September 4, 2014Date of Patent: December 26, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Nikolay Anisimov, Vyacheslav Sayko, Vitaliy Teryoshin
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Patent number: 9648169Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.Type: GrantFiled: December 4, 2015Date of Patent: May 9, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Henry Lum, Anthony Lam, Vyacheslav Sayko
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Publication number: 20160165051Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.Type: ApplicationFiled: December 4, 2015Publication date: June 9, 2016Inventors: Henry Lum, Anthony Lam, Vyacheslav Sayko
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Patent number: 9357072Abstract: A method for processing dialed outgoing calls in a contact center includes a method for matching a dialed string and a method for translating the dialed string. A method for matching includes identifying a set of available number categories based on a calling profile with which the dialing agent device is configured, matching the dialed string against each of a set of patterns in each of the categories, and translating the dialed string according to the category, if any category matches and if no blocked category matches the dialed string. The number may then be translated to a translated number including a PSTN telephone number and routing characters specifying how the call is to be routed from an IP network to the PSTN. The routing may be selected to minimize the cost of the call.Type: GrantFiled: July 30, 2014Date of Patent: May 31, 2016Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Philippe Rais, Vyacheslav Sayko, Alexander Tikin
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Publication number: 20160036972Abstract: A system and method include a processor and a memory, where the memory stores instructions, which when executed by the processor, causes the processor to determine whether a session is hard-to-understand. When the session is hard-to-understand the processor provides an adjustment for the session.Type: ApplicationFiled: July 29, 2014Publication date: February 4, 2016Inventors: Herbert Willi Artur Ristock, Yochai Konig, Vyacheslav Zhakov, Vyacheslav Sayko, Eric Tamblyn
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Publication number: 20160036980Abstract: A system and method include a processor and a memory, where the memory stores instructions, which when executed by the processor, causes the processor to determine whether a session is hard-to-understand. When the session is hard-to-understand the processor provides an adjustment for the session.Type: ApplicationFiled: July 29, 2014Publication date: February 4, 2016Inventors: Herbert Willi Artur Ristock, Yochai Konig, Vyacheslav Zhakov, Vyacheslav Sayko, Eric Tamblyn
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Patent number: 9210266Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.Type: GrantFiled: September 4, 2014Date of Patent: December 8, 2015Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Henry Lum, Anthony Lam, Vyacheslav Sayko
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Patent number: 9008075Abstract: An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.Type: GrantFiled: December 22, 2008Date of Patent: April 14, 2015Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Nikolay Anisimov, Vyacheslav Sayko, Vitaliy Teryoshin
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Publication number: 20150063557Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.Type: ApplicationFiled: September 4, 2014Publication date: March 5, 2015Inventors: Henry Lum, Anthony Lam, Vyacheslav Sayko
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Publication number: 20140379936Abstract: An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.Type: ApplicationFiled: September 4, 2014Publication date: December 25, 2014Inventors: Nikolay Anisimov, Vyacheslav Sayko, Vitaliy Teryoshin
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Publication number: 20140341365Abstract: A method for processing dialed outgoing calls in a contact center includes a method for matching a dialed string and a method for translating the dialed string. A method for matching includes identifying a set of available number categories based on a calling profile with which the dialing agent device is configured, matching the dialed string against each of a set of patterns in each of the categories, and translating the dialed string according to the category, if any category matches and if no blocked category matches the dialed string. The number may then be translated to a translated number including a PSTN telephone number and routing characters specifying how the call is to be routed from an IP network to the PSTN. The routing may be selected to minimize the cost of the call.Type: ApplicationFiled: July 30, 2014Publication date: November 20, 2014Inventors: Philippe RAIS, Vyacheslav SAYKO, Alexander TIKIN
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Patent number: 8867731Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.Type: GrantFiled: July 31, 2013Date of Patent: October 21, 2014Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Henry Lum, Anthony Lam, Vyacheslav Sayko
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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