Yuri E Shtivelman, 68444 Central Park W APT 4B, New York, NY 10025

6346952, Feb 12, 2002

Apr 18, 2000

09/551259

Yuri Shtivelman - San Francisco CA

Genesys Telecommunications Laboratories, Inc. - San Francisco CA

G09G 500

345758, 345753, 707 5

A system for extracting keywords from interactive text dialog and providing the extracted keywords as a dialog summary displayed in an interactive text window is provided. The system is, in preferred embodiments, used with interactive chat communication wherein a communication center connected to the Internet hosts the communication and the communication involves customers of the center and a hosting agent. The system parses all incoming queries for keywords and then provides the keywords as a summary of the dialog. In one embodiment keywords may also be taken from responses to queries and associated in display with the keywords taken from the queries. In another embodiment, the keywords are compared to a data repository containing product-related words such that upon finding matches, the matching keywords are displayed alongside, but separately from, the dialog keyword summary and represent product keywords. In still another aspect, customer profile keywords may be separately generated and displayed alongside, but separately from, the dialog keyword summary.

6389028, May 14, 2002

Sep 24, 1999

09/405561

Oleg Bondarenko - San Francisco CA
Yuri Shtivelman - Belmont CA

Genesys Telecommunications Laboratories, Inc. - San Francisco CA

H04L 1228

370401, 370352, 709204

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.

6393015, May 21, 2002

Sep 12, 1997

08/928744

Yuri Shtivelman - Belmont CA

Genesys Telecommunications Laboratories, Inc. - San Francisco CA

H04L 1256

370352, 3703952

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.

6449358, Sep 10, 2002

Apr 14, 2000

09/550006

Nikolay Anisimov - Walnut Creek CA
Konstatin Kishinsky - San Carlos CA
Gregory Pogossiants - Palo Alto CA
Yuri Shtivelman - San Francisco CA
Vadim Zyarko - San Francisco CA

Genesys Telecommunications Laboratories, Inc. - San Francisco CA

H04M 300

37926607, 37926608, 379309

A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module for generating numbers to be automatically dialed, a dialing unit for dialing numbers generated, a queue for queing answered calls, and a stat module for monitoring performance and generating a call generation rate. The system uses an analytical method in one embodiment for determining the call generation rate, wherein the method uses one or more of distribution function of system processes, numerical methods, solving of non-linear equations, or probability techniques. In another embodiment the system accomplishes the same purpose using a simulation method for determining the call generation rate, wherein parameters relating to a queing system are estimated in absence of sufficient information by simulating each of the systems processes, predicting behavior of the system on basis of previous experience, and finding optimal point in future to make a next call.

6535492, Mar 18, 2003

Dec 1, 1999

09/452541

Yuri Shtivelman - San Francisco CA

Genesys Telecommunications Laboratories, Inc. - Daly City CA

H04L 1216

370270, 37926505

In a communication center system wherein agents participate in and host communication sessions, a session management system has a data repository storing parameters regarding individual sessions in progress in the communication center system and agent parameters including one or both of minimum and maximum load capabilities for individual agents. A management software executes on a server associated with the communication center system, and calculates agent load level over chat sessions hosted by an individual agent, compares the calculated load level with one or both of minimum and maximum load for said agent, and adjusts agent assignment to sessions accordingly. In the case where agents are overloaded, additional agents are assigned to open sessions, and in the case where agents are underutilized, additional sessions may be assigned to the under-utilized agents. The sessions in a preferred embodiment are chat sessions.

6563788, May 13, 2003

Aug 2, 1999

09/366434

Dmitriy A. Torba - San Bruno CA
Yuri Shtivelman - Belmont CA
Dan Kikinis - Saratoga CA

Genesys Telecommunications Laboratories, Inc. - Daly City CA

H04J 116

370229, 370410

A method for promoting fairness in a communication center in response to requests for destination numbers (DNs) from network-level routers has steps of determining latency for requests from individual ones of the network-level routers, receiving a request from a first router for which latency is determined, assigning a fairness wait time to the request, the time determined as an inverse function of latency, and answering the request according to rules in effect only after the wait time has expired. In some cases requests arrive with priority, and priority is used a swell as latency in determining wait time. In other cases a second fairness time is imposed, after which a fairness algorithm is called to award a DN according to statistical history and cal priority. The system is useful for communication centers for connection-oriented telephone systems, Internet protocol systems, and for all sorts of digital messaging and mail systems.

6724764, Apr 20, 2004

Feb 28, 2002

10/086337

Oleg Bondarenko - San Francisco CA
Yuri Shtivelman - Belmont CA

Genesys Telecommunications Laboratories, Inc. - Daly City CA

H04L 1228

370401

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.

6788781, Sep 7, 2004

Nov 12, 1999

09/438675

Yuri Shtivelman - Belmont CA

Genesys Telecommunications Laboratories, Inc. - Daly City CA

H04M 342

379309, 37921101, 37926604

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.