CA3109728C - Service declenche par machine connectee - Google Patents

Service declenche par machine connectee Download PDF

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Publication number
CA3109728C
CA3109728C CA3109728A CA3109728A CA3109728C CA 3109728 C CA3109728 C CA 3109728C CA 3109728 A CA3109728 A CA 3109728A CA 3109728 A CA3109728 A CA 3109728A CA 3109728 C CA3109728 C CA 3109728C
Authority
CA
Canada
Prior art keywords
user device
registered
agent
request
determining
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Active
Application number
CA3109728A
Other languages
English (en)
Other versions
CA3109728A1 (fr
Inventor
Daniel Stewart Stoops
Lizanne Kaiser
Cliff W. BELL
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Genesys Cloud Services Holdings II LLC
Original Assignee
Genesys Cloud Services Holdings II LLC
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US15/176,400 external-priority patent/US10673954B2/en
Priority claimed from US15/176,502 external-priority patent/US10277478B2/en
Application filed by Genesys Cloud Services Holdings II LLC filed Critical Genesys Cloud Services Holdings II LLC
Priority to CA3199109A priority Critical patent/CA3199109A1/fr
Priority to CA3198738A priority patent/CA3198738A1/fr
Priority to CA3199102A priority patent/CA3199102A1/fr
Publication of CA3109728A1 publication Critical patent/CA3109728A1/fr
Application granted granted Critical
Publication of CA3109728C publication Critical patent/CA3109728C/fr
Active legal-status Critical Current
Anticipated expiration legal-status Critical

Links

Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5133Operator terminal details
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00Network arrangements or protocols for supporting network services or applications
    • H04L67/14Session management
    • H04L67/141Setup of application sessions
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00Network arrangements or protocols for supporting network services or applications
    • H04L67/2866Architectures; Arrangements
    • H04L67/30Profiles
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00Network arrangements or protocols for supporting network services or applications
    • H04L67/50Network services
    • H04L67/53Network services using third party service providers
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2203/00Aspects of automatic or semi-automatic exchanges
    • H04M2203/60Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
    • H04M2203/6009Personal information, e.g. profiles or personal directories being only provided to authorised persons
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2203/00Aspects of automatic or semi-automatic exchanges
    • H04M2203/60Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
    • H04M2203/6081Service authorization mechanisms
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)
  • Electrical Discharge Machining, Electrochemical Machining, And Combined Machining (AREA)
  • Devices That Are Associated With Refrigeration Equipment (AREA)

Abstract

ABRÉGÉ : Un serveur dévénements reçoit, avant le début dune session de communication avec un dispositif dutilisateur, des données dévénement comprenant une identification et un état dun dispositif enregistré. Daprès les données dévénement, un besoin en ressources est déterminé en prévision dune interaction établissant une session de communication avec le dispositif dutilisateur. Daprès le besoin en ressources, des informations d'acheminement pour lacheminement de linteraction au dispositif agent sont générées, un agent associé à un dispositif agent étant identifié comme ayant répondu au besoin en ressources. Après la génération des informations d'acheminement, une demande dinitier linteraction est identifiée, et une détermination est faite pour déterminer si la demande est associée aux informations d'acheminement. Si cest le cas, la demande est acheminée au dispositif agent sans action du dispositif dutilisateur. Lacheminement établit la session de communication entre le dispositif dutilisateur et le dispositif agent. Date Recue/Date Received 2021-02-19
CA3109728A 2016-06-08 2017-06-06 Service declenche par machine connectee Active CA3109728C (fr)

Priority Applications (3)

Application Number Priority Date Filing Date Title
CA3199109A CA3199109A1 (fr) 2016-06-08 2017-06-06 Service declenche par machine connectee
CA3198738A CA3198738A1 (fr) 2016-06-08 2017-06-06 Service declenche par machine connectee
CA3199102A CA3199102A1 (fr) 2016-06-08 2017-06-06 Service declenche par machine connectee

Applications Claiming Priority (5)

Application Number Priority Date Filing Date Title
US15/176,400 2016-06-08
US15/176,400 US10673954B2 (en) 2016-06-08 2016-06-08 Digital service interface
US15/176,502 US10277478B2 (en) 2016-06-08 2016-06-08 Connected machine initiated service
US15/176,502 2016-06-08
CA3025017A CA3025017C (fr) 2016-06-08 2017-06-06 Service declenche par machine connectee

Related Parent Applications (1)

Application Number Title Priority Date Filing Date
CA3025017A Division CA3025017C (fr) 2016-06-08 2017-06-06 Service declenche par machine connectee

Related Child Applications (3)

Application Number Title Priority Date Filing Date
CA3199102A Division CA3199102A1 (fr) 2016-06-08 2017-06-06 Service declenche par machine connectee
CA3199109A Division CA3199109A1 (fr) 2016-06-08 2017-06-06 Service declenche par machine connectee
CA3198738A Division CA3198738A1 (fr) 2016-06-08 2017-06-06 Service declenche par machine connectee

Publications (2)

Publication Number Publication Date
CA3109728A1 CA3109728A1 (fr) 2017-12-14
CA3109728C true CA3109728C (fr) 2024-02-06

Family

ID=60578272

Family Applications (5)

Application Number Title Priority Date Filing Date
CA3109728A Active CA3109728C (fr) 2016-06-08 2017-06-06 Service declenche par machine connectee
CA3025017A Active CA3025017C (fr) 2016-06-08 2017-06-06 Service declenche par machine connectee
CA3199102A Pending CA3199102A1 (fr) 2016-06-08 2017-06-06 Service declenche par machine connectee
CA3198738A Pending CA3198738A1 (fr) 2016-06-08 2017-06-06 Service declenche par machine connectee
CA3199109A Pending CA3199109A1 (fr) 2016-06-08 2017-06-06 Service declenche par machine connectee

Family Applications After (4)

Application Number Title Priority Date Filing Date
CA3025017A Active CA3025017C (fr) 2016-06-08 2017-06-06 Service declenche par machine connectee
CA3199102A Pending CA3199102A1 (fr) 2016-06-08 2017-06-06 Service declenche par machine connectee
CA3198738A Pending CA3198738A1 (fr) 2016-06-08 2017-06-06 Service declenche par machine connectee
CA3199109A Pending CA3199109A1 (fr) 2016-06-08 2017-06-06 Service declenche par machine connectee

Country Status (2)

Country Link
CA (5) CA3109728C (fr)
WO (1) WO2017214192A1 (fr)

Family Cites Families (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6385646B1 (en) * 1996-08-23 2002-05-07 At&T Corp. Method and system for establishing voice communications in an internet environment
US9614964B2 (en) * 2005-08-19 2017-04-04 Nextstep, Inc. Consumer electronic registration, control and support concierge device and method
US9047783B2 (en) * 2008-01-31 2015-06-02 Sirius Xm Connected Vehicle Services Inc. Communication systems and methods for flexible telematics at a vehicle
US8948727B2 (en) * 2010-05-28 2015-02-03 General Motors Llc Providing wireless mobile device information to a call center
US20150264148A1 (en) * 2014-03-13 2015-09-17 Avaya Inc. Connection of persons and things via mobile messaging privacy/security broker system

Also Published As

Publication number Publication date
CA3199102A1 (fr) 2017-12-14
WO2017214192A1 (fr) 2017-12-14
CA3025017A1 (fr) 2017-12-14
CA3199109A1 (fr) 2017-12-14
CA3109728A1 (fr) 2017-12-14
CA3198738A1 (fr) 2017-12-14
CA3025017C (fr) 2022-03-15

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EEER Examination request

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EEER Examination request

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