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专利名称：Virtual interactions in contact center
operations
发明人：Vadim Dymshyts,Vidas Placiakis,Nikolay I.
Korolev,Herbert Willi Artur Ristock
申请号：US15216622申请日：20160721公开号：US09596350B1公开日：20170314
专利附图：
摘要：A contact center has channels for receiving communications requestinginteraction with an agent, agent stations providing connection ability to received
communications, and a Virtual Interaction (VI) Server connected to the LAN and executingVI software on a processor from a non-transitory medium. The VI Server creates andstores a Virtual Interaction object based on determination of an expected receipt of afuture communication, the VI associating a source, an intent, a set of data regarding thesource, and an agent station destination, and the created VI is stored and matched with areal incoming communication from the source associated in the VI, and the VI is theninstantiated as a live interaction by connecting the source of the incoming call with theagent destination associated in the VI.
申请人：Genesys Telecommunications Laboratories, Inc.
地址：Daly City CA US
国籍：US
代理机构：Lewis Roca Rothgerber Christie LLP
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