Patents by Inventor Yuri Shtivelman
Yuri Shtivelman 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: 7756109Abstract: An Internet system for providing call-back services for a subscriber includes a web page having a call-back link to a subscription server; a call-back application operating on the subscription server and adapted for accepting input from a browsing person linked to the subscription server by the call-back link; and a call-switching system connected to and responsive to the call-back application on the subscription server. In this system the browsing person, upon activating the call-back link, is linked to the call back application on the subscription server and prompted for input including a call-back number, and the subscription server, after accepting the input, directs the call-switching system in establishing a telephony link between the subscriber and the browsing person. In some instances the telephony switch is part of a call-center with connected agents, and agents are assigned to represent selected subscribers. In this instance call-back connection is made between a browsing person and an agent.Type: GrantFiled: December 27, 2004Date of Patent: July 13, 2010Assignee: Genesys Telecommunications Laboratories, Inc.Inventor: Yuri Shtivelman
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Patent number: 7668171Abstract: An Estimated Wait Time (EWT) service for a Web page provider has an internet-connected facility for monitoring communication status with a communication center having communication equipment hosting agents of the web page provider, and an interactive link in a web page hosted by the Web page provider. The interactive link is presented to a user accessing the Web page, and when selected, connects the user to the facility for monitoring communication status. In a preferred embodiment the facility provides a Web page display for the user, displaying parameters regarding the communication status, such as estimated wait time (EWT). In some cases there are options in a user interface for placing an Internet Phone (IP) call, for sending a message, and e-mail, and so forth, or for requesting a call back. In the case of a cal back the user may, in some embodiments, provide alternative numbers or addresses and times for call back.Type: GrantFiled: April 20, 2004Date of Patent: February 23, 2010Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Oleg Bondarenko, Yuri Shtivelman
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Patent number: 7602766Abstract: An Internet system for providing call-back services for a subscriber includes a web page having a call-back link to a subscription server; a call-back application operating on the subscription server and adapted for accepting input from a browsing person linked to the subscription server by the call-back link; and a call-switching system connected to and responsive to the call-back application on the subscription server. In this system the browsing person, upon activating the call-back link, is linked to the call back application on the subscription server and prompted for input including a call-back number, and the subscription server, after accepting the input, directs the call-switching system in establishing a telephony link between the subscriber and the browsing person. In some instances the telephony switch is part of a call-center with connected agents, and agents are assigned to represent selected subscribers. In this instance call-back connection is made between a browsing person and an agent.Type: GrantFiled: May 20, 2002Date of Patent: October 13, 2009Assignee: Genesys Telecommunications Laboratories, Inc.Inventor: Yuri Shtivelman
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Patent number: 7558383Abstract: A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\P connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch.Type: GrantFiled: September 5, 2006Date of Patent: July 7, 2009Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Yuri Shtivelman, Alec Miloslavsky, Oleg Bondarenko, Igor Nevman, Douglas Gisby, Paul Cronin
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Patent number: 7372956Abstract: A call center system supports remote agent stations through a network by establishing a data link between a computer platform at the remote agent station and a CTI-processor connected to a telephony switch at the call center, and switching incoming calls from the call center to a telephone at the remote agent station while sending data pertaining to the calls via the data link to the computer platform at the remote agent station to be displayed. Data pertaining to calls is retrieved from a data base at the call center and sent via the data link to be displayed on a video display at the remote agent station. The data can include scripts for an agent at the remote station. Call center services are supported by cooperation between software at the CTI processor and the computer platform at the remote station. In one embodiment the data link, once established, is kept open while calls continue to be switched to the remote station.Type: GrantFiled: August 31, 1999Date of Patent: May 13, 2008Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Dan Kikinis, Oleg Bondarenko, Valery Issayev, Yuri Shtivelman
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Publication number: 20080049929Abstract: A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch.Type: ApplicationFiled: October 29, 2007Publication date: February 28, 2008Inventors: Alec Miloslavsky, Konstantin Kishinsky, Nikolay Anisimov, Gregory Pogossiants, Pavel Postupalski, Yuri Shtivelman, Oleg Turovsky, Oleg Bondarenko, Igor Neyman, Douglas Gisby, Paul Cronin
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Publication number: 20080046531Abstract: A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch.Type: ApplicationFiled: October 29, 2007Publication date: February 21, 2008Inventors: Yuri Shtivelman, Alec Miloslavsky, Oleg Bondarenko, Igor Neyman, Douglas Gisby, Paul Cronin, Oleg Turovsky, Konstantin Kishinsky, Nikolay Anisimov, Gregory Pogossiants, Pavel Postupalski
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Publication number: 20080043728Abstract: A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch.Type: ApplicationFiled: October 26, 2007Publication date: February 21, 2008Inventors: Alec Miloslavsky, Konstantin Kishinsky, Nikolay Anisimov, Gregory Pogossiants, Pavel Postupalski, Yuri Shtivelman, Oleg Turovsky, Oleg Bondarenko, Igor Neyman, Douglas Gisby, Paul Cronin
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Publication number: 20080043975Abstract: A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch.Type: ApplicationFiled: October 26, 2007Publication date: February 21, 2008Inventors: Alec Miloslavsky, Konstantin Kishinsky, Nikolay Anisimov, Gregory Pogossiants, Pavel Postupalski, Yuri Shtivelman, Oleg Turovsky, Oleg Bondarenko, Igor Neyman, Douglas Gisby, Paul Cronin
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Publication number: 20080043955Abstract: A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch.Type: ApplicationFiled: October 26, 2007Publication date: February 21, 2008Inventors: Yuri Shtivelman, Alec Miloslavsky, Oleg Bondarenko, Igor Neyman, Douglas Gisby, Paul Cronin, Oleg Turovsky, Konstantin Kishinsky, Nikolay Anisimov, Gregory Pogossiants, Pavel Postupalski
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Publication number: 20070071224Abstract: A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\P connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch.Type: ApplicationFiled: September 5, 2006Publication date: March 29, 2007Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Yuri Shtivelman, Alec Miloslavsky, Oleg Bondarenko, Igor Nevman, Douglas Gisby, Paul Cronin
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Patent number: 7016485Abstract: An emergency call load handling system in a call network has an interactive voice response (IVR) unit associated with a switching apparatus to which calls may be diverted in special conditions, such as during emergencies or disasters when calls to certain destinations may suddenly increase dramatically. Calls are diverted depending on call destination and/or pre-programmed triggers, such as a call load threshold experienced by the switching apparatus or for a specific destination. The IVR unit in some cases negotiates with callers for priority to further route calls, and may play pre-recorded messages. Low priority calls are typically disposed of to for fire stations, hospitals, government emergency handling centers and the like. In some cases rules may be amended in real time by use of data network connections between call centers and the SCPs involved.Type: GrantFiled: July 28, 2004Date of Patent: March 21, 2006Assignee: Genesys Telecommunications Laboratories, Inc.Inventor: Yuri Shtivelman
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Patent number: 6922689Abstract: A communication center has a system for managing agent-hosted sessions including systems for storing queries and responses to queries in sessions in associated pairs, and for comparing newly-arriving queries with stored query-response pairs. In the event of a match or near match, stored responses to oft-repeated queries are provided to agents for use, relieving agents of the tasks of responding manually to often-repeated queries. Parsing and sentence structure tools are used, and in some cases aid stations with knowledge workers are provided to allow editing and extra help for agents.Type: GrantFiled: December 8, 1999Date of Patent: July 26, 2005Assignee: Genesys TelecommunicationsInventor: Yuri Shtivelman
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Publication number: 20050141488Abstract: An Internet system for providing call-back services for a subscriber includes a web page having a call-back link to a subscription server; a call-back application operating on the subscription server and adapted for accepting input from a browsing person linked to the subscription server by the call-back link; and a call-switching system connected to and responsive to the call-back application on the subscription server. In this system the browsing person, upon activating the call-back link, is linked to the call back application on the subscription server and prompted for input including a call-back number, and the subscription server, after accepting the input, directs the call-switching system in establishing a telephony link between the subscriber and the browsing person. In some instances the telephony switch is part of a call-center with connected agents, and agents are assigned to represent selected subscribers. In this instance call-back connection is made between a browsing person and an agent.Type: ApplicationFiled: December 27, 2004Publication date: June 30, 2005Inventor: Yuri Shtivelman
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Patent number: 6898190Abstract: A system for estimating call waiting time for a call in a queue takes into account multiple queues wherein agents are shared between queues, abandoned call history, and virtual and priority queues. The system in a preferred embodiment is a computer-telephony integration (CTI) software application adapted to execute on a CTI processor, which may be coupled to switching equipment at network level in a connection-oriented, switched telephony (COST) network or to a switch at call-center level, or both.Type: GrantFiled: December 4, 2000Date of Patent: May 24, 2005Assignee: Genesys TelecommunicationsInventors: Yuri Shtivelman, Nikolay A. Anisimov, Gregory Pogossians, Vladimir N. Deryugin, Dmytro G. Balkin, Luben Gueorguiev Stoilov
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Publication number: 20050002516Abstract: An emergency call load handling system in a call network has an interactive voice response (IVR) unit associated with a switching apparatus to which calls may be diverted in special conditions, such as during emergencies or disasters when calls to certain destinations may suddenly increase dramatically. Calls are diverted depending on call destination and/or pre-programmed triggers, such as a call load threshold experienced by the switching apparatus or for a specific destination. The IVR unit in some cases negotiates with callers for priority to further route calls, and may play pre-recorded messages. Low priority calls are typically disposed of to for fire stations, hospitals, government emergency handling centers and the like. In some cases rules may be amended in real time by use of data network connections between call centers and the SCPs involved.Type: ApplicationFiled: July 28, 2004Publication date: January 6, 2005Inventor: Yuri Shtivelman
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Publication number: 20040196856Abstract: An Estimated Wait Time (EWT) service for a Web page provider has an internet-connected facility for monitoring communication status with a communication center having communication equipment hosting agents of the web page provider, and an interactive link in a web page hosted by the Web page provider. The interactive link is presented to a user accessing the Web page, and when selected, connects the user to the facility for monitoring communication status. In a preferred embodiment the facility provides a Web page display for the user, displaying parameters regarding the communication status, such as estimated wait time (EWT). In some cases there are options in a user interface for placing an Internet Phone (IP) call, for sending a message, and e-mail, and so forth, or for requesting a call back. In the case of a cal back the user may, in some embodiments, provide alternative numbers or addresses and times for call back.Type: ApplicationFiled: April 20, 2004Publication date: October 7, 2004Inventors: Oleg Bondarenko, Yuri Shtivelman
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Patent number: 6788781Abstract: An emergency call load handling system in a call network has an interactive voice response (IVR) unit associated with a switching apparatus to which calls may be diverted in special conditions, such as during emergencies or disasters when calls to certain destinations may suddenly increase dramatically. Calls are diverted depending on call destination and/or pre-programmed triggers, such as a call load threshold experienced by the switching apparatus or for a specific destination. The IVR unit in some cases negotiates with callers for priority to further route calls, and may play pre-recorded messages. Low priority calls are typically disposed of to for fire stations, hospitals, government emergency handling centers and the like. In some cases rules may be amended in real time by use of data network connections between call centers and the SCPs involved.Type: GrantFiled: November 12, 1999Date of Patent: September 7, 2004Assignee: Genesys Telecommunications Laboratories, Inc.Inventor: Yuri Shtivelman
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Patent number: 6724764Abstract: An Estimated Wait Time (EWT) service for a Web page provider has an internet-connected facility for monitoring communication status with a communication center having communication equipment hosting agents of the web page provider, and an interactive link in a web page hosted by the Web page provider. The interactive link is presented to a user accessing the Web page, and when selected, connects the user to the facility for monitoring communication status. In a preferred embodiment the facility provides a Web page display for the user, displaying parameters regarding the communication status, such as estimated wait time (EWT). In some cases there are options in a user interface for placing an Internet Phone (IP) call, for sending a message, and e-mail, and so forth, or for requesting a call back. In the case of a call back the user may, in some embodiments, provide alternative numbers or addresses and times for call back.Type: GrantFiled: February 28, 2002Date of Patent: April 20, 2004Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Oleg Bondarenko, Yuri Shtivelman
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Publication number: 20030158757Abstract: The invention provides a method for processing a task. The method comprising rules which constrain an allocation of the task; defining constraints which constrain application of the rules; expressing the allocation of the task as a constraint satisfaction problem based on the rules and the constraints; and resolving the constraint satisfaction problem.Type: ApplicationFiled: July 17, 2002Publication date: August 21, 2003Inventor: Yuri Shtivelman