公开(公告)号：EP1114543A4

公开(公告)日：2006-05-10

申请号：EP99945479

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: H04L29/06 ,  G06Q10/06 ,  H04L12/66 ,  H04L29/08 ,  H04M3/42 ,  H04M3/51 ,  H04M11/00

CPC classification number: H04L63/104 ,  G06Q10/06 ,  H04L29/06 ,  H04L29/06027 ,  H04L65/4007 ,  H04L67/14 ,  H04L67/22 ,  H04L69/329 ,  H04M3/5191 ,  Y02P90/86

Abstract: In an enterprise-hosted multimedia telecommunications center (17), a client-facing interactive single-media pre-processing interface (61) has an answering facility (59) adapted for greeting and pre-instructing a client making a contact to the pre-processing interface (61), an identifying facility adapted for identifying the client through one or both of data accompanying the contact and information elicited from the client, and a discrimination facility (77) adapted for offering the client one or more communication choices based on the client identification established by the identifying facility (77). In one embodiment the pre-processing interface is a WEB page. Also in a preferred embodiment, client transaction history is recorded in an enterprise data repository (79), including current projects, and clients are offered choices based on transaction history. In one such embodiment, live calls are reserved for clients engaged in current projects.

公开(公告)号：EP1125208A4

公开(公告)日：2005-11-30

申请号：EP99945519

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06F9/46 ,  G06Q10/06 ,  G06Q10/10 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/22 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M11/00 ,  G06F13/00

CPC classification number: H04L65/1043 ,  G06Q10/06 ,  G06Q10/10 ,  H04L29/06 ,  H04L29/06027 ,  H04L65/4007 ,  H04L67/04 ,  H04L69/08 ,  H04L69/329 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/4938 ,  H04M3/5125 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5191

Abstract: A customer-interaction network operating system for managing interactions in a multimedia communication center has an external media layer (83) for managing media contact between customers and the communication center, a workflow layer (85) for processing customer interactions and routing events to enterprise agents and knowledge workers; and an internal media layer (87) for managing media contact with the agents and knowledge workers. The workflow layer captures each transaction, prepares a text version of at least a portion of each non-text transaction, and extracts knowledge from the text transaction or text version of a non-text transaction to be stored in a knowledge base for later use in routing and other management functions. All transactions, text versions, and extracted knowledge is related in storage for future analysis and use.

公开(公告)号：CA2362172A1

公开(公告)日：2000-08-24

申请号：CA2362172

申请日：2000-01-12

Applicant: GENESYS TELECOMM LAB INC

Inventor： KNUFF CHARLES DAZLER ,  BECK CHRISTOPHER CLEMMETT MACL ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  JOHNSTONE JOEL A ,  SIDELL MARK FRANKLIN ,  BERKE JONATHAN MICHAEL

IPC: G06F3/048 ,  G06F12/00 ,  G06F17/27 ,  G06F17/30 ,  G06Q10/06 ,  G06Q10/10 ,  H04L12/24 ,  H04L12/28 ,  H04L12/56 ,  H04L12/58 ,  H04L25/06 ,  H04L29/06 ,  H04L29/08 ,  H04M3/20 ,  H04M3/22 ,  H04M3/36 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  H04M3/56 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  G06F3/14 ,  H04L12/00 ,  H04N3/00 ,  H04N11/00 ,  H04N7/14 ,  G06F17/60 ,  H04M1/64 ,  H04Q3/64

Abstract: In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard (137) is provided for active clients and updated periodically with information related to client transaction history with the MMCC. A connected client is presented by the wizard with a selectiv e media function through which the client may select a media type for interaction and help, and the MMCC will then recontact the client through th e selected media. The client, for example, may select IP or COST telephony (139), and the MMCC will place a call to the client to a number or IP addres s (139) listed for the client, and interactivity will then be through an interactive voice response unit. Help information specific to a client is updated in the client's wizard periodically according to ongoing transaction history with the MMCC. The wizard may also monitor client activity with the wizard and make reports available to various persons.

公开(公告)号：CA2348994A1

公开(公告)日：2000-05-11

申请号：CA2348994

申请日：1999-10-26

Applicant: GENESYS TELECOMM LAB INC

Inventor： JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  BECK CHRISTOPHER CLEMMETT MACL ,  KNUFF CHARLES DAZLER ,  BERKE JONATHAN MICHAEL ,  SIDELL MARK FRANKLIN ,  POWERS JAMES KARL

IPC: G06F9/44 ,  G06F3/048 ,  G06F9/46 ,  G06F9/48 ,  G06F9/50 ,  G06F12/00 ,  G06F17/30 ,  G06Q30/00 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M11/00 ,  G01D9/00 ,  G06F9/00 ,  G06F13/00 ,  H04M7/00 ,  G06F17/60

Abstract: In an operating system (OS) for a multimedia communication center (MMCC) (17 ), an interactive process module (IPM) (287) for accomplishing a process has a plurality of code sets, each adapted to completion of a specific task (289) in the overall process, an input interface for providing one or more inputs to the IPM (287), and an output function for returning a result (295, 297). The plurality of code sets are related by pre-requisite status, creating a required order of progression for the process, the process is initiated afte r being called by the OS and receiving required inputs, the IPM (287) is adapt ed to interface with other OS modules for accessing and providing data, and upo n completion of the last task the IPM (287) returns the result (295, 297). In one embodiment the IPM (287) is represented by an interactive GANT chart. In a preferred embodiment a tool kit is provided for a programmer to create such IPMs (287) to perform business processes. IPMs thus created may be displayed and edited as object models.

公开(公告)号：CA2343756A1

公开(公告)日：2000-03-23

申请号：CA2343756

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

Inventor： MITCHELL ROBIN MARIE ,  JOHNSTONE JOEL A ,  POWERS JAMES KARL ,  BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06Q10/06 ,  H04L12/66 ,  H04L29/06 ,  H04L29/08 ,  H04M3/42 ,  H04M3/51 ,  H04M11/00

Abstract: In an enterprise-hosted multimedia telecommunications center (17), a client- facing interactive single-media pre-processing interface (61) has an answeri ng facility (59) adapted for greeting and pre-instructing a client making a contact to the pre-processing interface (61), an identifying facility adapte d for identifying the client through one or both of data accompanying the contact and information elicited from the client, and a discrimination facility (77) adapted for offering the client one or more communication choices based on the client identification established by the identifying facility (77). In one embodiment the pre-processing interface is a WEB page. Also in a preferred embodiment, client transaction history is recorded in an enterprise data repository (79), including current projects, and clients are offered choices based on transaction history. In one such embodiment, live calls are reserved for clients engaged in current projects.

公开(公告)号：AU754238B2

公开(公告)日：2002-11-07

申请号：AU5807099

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06Q10/06 ,  H04L12/66 ,  H04L29/06 ,  H04L29/08 ,  H04M3/42 ,  H04M3/51 ,  H04M11/00

Abstract: In an enterprise-hosted multimedia telecommunications center, a client-facing interactive single-media pre-processing interface has an answering facility adapted for greeting and pre-instructing a client making a contact to the pre-processing interface, an identifying facility adapted for identifying the client through one or both of data accompanying the contact and information elicited from the client, and a discrimination facility adapted for offering the client one or more communication choices based on the client identification established by the identifying facility. In one embodiment the pre-processing interface is a WEB page. Also in a preferred embodiment, client transaction history is recorded in an enterprise data repository, including current projects, and clients are offered choices based on transaction history. In one such embodiment, live calls are reserved for clients engaged in current projects.

公开(公告)号：AU751232B2

公开(公告)日：2002-08-08

申请号：AU1327200

申请日：1999-10-26

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06F3/048 ,  G06F12/00 ,  G06F17/30 ,  G06Q10/00 ,  H04L29/06 ,  H04L29/08 ,  H04M3/22 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/56 ,  H04M7/12 ,  H04M11/00

Abstract: In a multimedia call center (MMCC) supporting multiple channels and forms of communication and storing call center transactions in a data repository, a threading software application has a programming input for a user to enter association criteria, an access function that accesses at least stored data in the data repository, a search function that searches accessed data for association criteria, and notes those data entities that meet the association criteria; and a display function that display at least indicators of data entities meeting the association criteria. The threading application serves as a research toll for mining data repositories of the call center for information pertinent to business goals of the enterprise hosting the call center. IN some embodiments the application is capable of associating transactions occurring real time as well as stored data.

公开(公告)号：CA2348575C

公开(公告)日：2002-01-29

申请号：CA2348575

申请日：1999-11-10

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  KNUFF CHARLES DAZLER ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  SIDELL MARK FRANKLIN ,  BERKE JONATHAN MICHAEL ,  POWERS JAMES KARL

IPC: G06F15/00 ,  G06F17/30 ,  G06Q10/00 ,  H04L29/06 ,  H04L29/08 ,  H04M3/22 ,  H04M3/36 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  H04M3/56 ,  H04M7/12 ,  H04M11/00 ,  G06F13/00

Abstract: A campaign module in a multimedia call center (MMCC) has programmable dynami c campaign module (DCM 349) for facilitating and monitoring outbound campaigns . The DCM comprises an interaction-level monitoring function (367) for monitoring interaction level of the MMCC according to programmed criteria, a nd comparing the real-time level with preset threshold, a search and retrieve function (363) for searching a data repository storing records of interactio ns and retrieving interaction data for specific interactions according to programmed criteria, a scripting function for selecting agents of the MMCC f or participating in a campaign, and for preparing task lists for said agents; a nd an initiation function for initiating in a campaign and distributing the tas k lists to the selected agents. During times of interaction level above the preset threshold the DCM searches the data repository, retrieves data, and prepares agent and task lists for a campaign, and when the interaction level falls below the preset threshold, the DCM launches and distributes task list s to agents selected for a campaign.

公开(公告)号：AU756656B2

公开(公告)日：2003-01-16

申请号：AU1233800

申请日：1999-10-26

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06F9/44 ,  G06F3/048 ,  G06F9/46 ,  G06F9/48 ,  G06F9/50 ,  G06F12/00 ,  G06F17/30 ,  G06Q30/00 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M11/00 ,  G01D9/00 ,  G06F9/00 ,  G06F13/00 ,  G06F17/60 ,  H04M7/00

Abstract: In an operating system (OS) for a multimedia communications center (MMCC), an interactive process module (IPM) for accomplishing a process has a plurality of code sets, each adapted to completion of a specific task in the overall process, an input interface for providing one or more inputs to the IPM, and an output function for returning a result. The plurality of code sets are related by pre-requisite status, creating a required order of progression for the process, the process is initiated after being called by the OS and receiving required inputs, the IPM is adapted to interface with other OS modules for accessing and providing data, and upon completion of the last task the IPM returns the result. In one embodiment the IPM is represented by an interactive GANT chart. In a preferred embodiment a tool kit is provided for a programmer to create such IPMs to perform business processes. IPMs thus created may be displayed and edited as object models.

公开(公告)号：AU755234B2

公开(公告)日：2002-12-05

申请号：AU5813699

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06F3/048 ,  G06F12/00 ,  G06F17/30 ,  G06Q10/06 ,  H04L29/06 ,  H04L29/08 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M11/00 ,  G06F15/00 ,  G06F13/00

Abstract: A multimedia call center includes facility for storing copies of transactions associated with the call center in a data repository, relating the transactions according to specific criteria, and an interactive interface for a user to access the files from a graphic string of identifiers representing the files, and to play the files, thereby reviewing the actual transactions. In a preferred embodiment text versions of non-text events may be prepared and related to the non-text stored files in a manner that the related text files may also be selected and reviewed by use of the same interactive interface. By data extraction applied to the text files, the text files and the non-text files associated with some text files may be related to one another by relational criteria, and other informational files may also be related to the stored event files.