公开(公告)号：AU751269B2

公开(公告)日：2002-08-08

申请号：AU1328200

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: G06F17/30 ,  G06F3/048 ,  G06F12/00 ,  G06Q10/00 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M7/12 ,  H04M11/00

Abstract: An Interaction Object Model (IOM) Interface to a data repository includes objects representing files in the data repository; standardized information about each file, the information associated in the IOM with each object, and an updating interface communicating with the data repository, keeping objects conformal with the files in the data repository. An interaction interface to system function modules requiring data associated with the files in the data repository is provided, wherein through the interaction interface the system function modules are enabled to retrieve required data from the IOM without accessing the data files in the data repository directly. A principle use is in a multimedia call center, storing text and non-text transactions of the call center.

公开(公告)号：AU750215B2

公开(公告)日：2002-07-11

申请号：AU5810599

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

公开(公告)号：BR9913622A

公开(公告)日：2001-05-22

申请号：BR9913622

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN M ,  JOHNSTONE JOEL ,  MITCHELL ROBIN M ,  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：BR9913621A

公开(公告)日：2001-05-22

申请号：BR9913621

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN M ,  JOHNSTONE JOEL ,  MITCHELL ROBIN M ,  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

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.

公开(公告)号：CA2329999A1

公开(公告)日：1999-11-04

申请号：CA2329999

申请日：1999-04-26

Applicant: GENESYS TELECOMM LAB INC

Inventor： POWERS JAMES KARL

IPC: G06F17/30 ,  G06F15/00 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51

Abstract: A system for tracking client contacts for a host organization (11) utilizes a multimedia database (57) and a user interface at a connected computer device (31). The database stores client communications as full content, and relates contacts by issue, and the user interface displays client contact communications as objects, such as icons, in issue related chronological strings. In a preferred embodiment the interface also provides an input facility for a host agent to select appropriate responses to client communications, to make commitments for response, to assign responsibility for commitments, and to notify personnel effected by entered commitments in various ways, such as reminders. Other notifications include fulfilled and unfulfilled commitments.

公开(公告)号：DE69942278D1

公开(公告)日：2010-06-02

申请号：DE69942278

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

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

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

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.

公开(公告)号：DE60039500D1

公开(公告)日：2008-08-28

申请号：DE60039500

申请日：2000-01-12

Applicant: GENESYS TELECOMM LAB INC

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

IPC: H04M3/523 ,  G06F17/30 ,  G06Q10/00 ,  H04L12/58 ,  H04L25/06 ,  H04L29/06 ,  H04L29/08 ,  H04M3/22 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/56 ,  H04M7/00

Abstract: In a multimedia call center (MMCC) an agent work presentation software model (AWPM) may be programmed to an individual agent or group of agents, and set to launch automatically each time an agent for whom the model is programmed logs on to the operating system of the MMCC. The AWPM has interfaces for accessing all necessary information to prepare agent work lists, such as agent skills, licenses, authorizations, waiting calls, and waiting work of other sorts, and automatically accesses the needed information and prepares a dynamic work list to an agent for the duration of a work session. Work lists are updated by the pertinent AWPM as each agent accomplishes tasks, and work-in-progress is updates as well. Many other tasks may be done as well, such as statistical updates, agent rating, alerts, and so on.

公开(公告)号：AU754948B2

公开(公告)日：2002-11-28

申请号：AU3867399

申请日：1999-04-26

Applicant: GENESYS TELECOMM LAB INC

Inventor： POWERS JAMES KARL

IPC: G06F17/30 ,  G06F15/00 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51

公开(公告)号：CA2343288C

公开(公告)日：2002-06-11

申请号：CA2343288

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

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

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

Abstract: A customer-interaction network operating system for managing interactions in a multimedia communication center has an external media layer (83) for managin g media contact between customers and the communication center, a workflow lay er (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：CA2348999A1

公开(公告)日：2000-05-11

申请号：CA2348999

申请日：1999-10-26

Applicant: GENESYS TELECOMM LAB INC

Inventor： JOHNSTONE JOEL A ,  POWERS JAMES KARL ,  BERKE JONATHAN MICHAEL ,  BECK CHRISTOPHER CLEMMETT MACL ,  MITCHELL ROBIN MARIE ,  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 (263 ), 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 (265) that searches accessed data for association criteria, and notes those data entities that meet the associatio n criteria; and a display function (269) that displays at least indicators of data entities meeting the association criteria. The threading application serves as a research tool for mining data repositories (263) 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 associati ng transactions occuring real time as well as stored data.