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：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.

公开(公告)号：CA2348567A1

公开(公告)日：2000-05-11

申请号：CA2348567

申请日：1999-10-26

Applicant: GENESYS TELECOMM LAB INC

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

IPC: G06F15/00 ,  G06Q10/06 ,  G06Q10/08 ,  G06Q10/10 ,  G06Q30/06 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/56 ,  H04Q3/00 ,  G06F17/60

Abstract: A programmable diverse interaction code module (DIM) (301) in an enterprise- hosted multimedia call center (MMCC) (17) for facilitating and monitoring diverse interactions between parties including customers and business associates communicating through the MMCC (17) includes a database interface for access to an MMCC data repository and an association facility for associating parties to transactions with agents (31, 33, 35, 37) and project s. The association facility assigns association identifiers to parties accordin g to defined projects and issues, and the database interface stores transactio ns in the data repository. The database interface stores transactions between parties on threaded strings, the threading associated by one or more of project, issue, and chronology, and the DIM (301) is programmable to apply t o a single enterprise project.

公开(公告)号：CA2347721A1

公开(公告)日：2000-05-04

申请号：CA2347721

申请日：1999-10-26

Applicant: GENESYS TELECOMM LAB INC

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

IPC: G06F9/445 ,  G06F15/00 ,  G06F17/30 ,  G06Q10/06 ,  H04M3/22 ,  H04M3/51

Abstract: A programming application for creating an Interactive Multimedia Application (IMA) (239) which includes access to and rendering of multimedia files store d in a data repository has first selectable software modules providing functionality for an Interactive Multimedia Application other than access to and rendering of the multimedia files, and at least one selectable Interacti ve Multimedia Viewer (IMV) (227) software module including a code set adapted t o access and render media code from multimedia files stored in a data reposito ry and an editable layer allowing the programmer to program limitations limitin g access by the IMV to preselected media files. Multimedia files stored in the data repository represent multimedia transactions, and are typically characterized with tags according to one or more of date, time, participants , file type, company affiliation of participants, subject or issue, and relationship to other multimedia files, and IMVs (227) are limited through t he editable layer to tags of the multimedia files.

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：AU755138B2

公开(公告)日：2002-12-05

申请号：AU1454700

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: G06F9/445 ,  G06F15/00 ,  G06F17/30 ,  G06Q10/06 ,  H04M3/22 ,  H04M3/51

Abstract: A programming application for creating an Interactive Multimedia Application (IMA) which includes access to and rendering of multimedia files stored in a data repository has first selectable software modules providing functionality for an Interactive Multimedia Application other than access to and rendering of the multimedia files, and at least one selectable Interactive Multimedia Viewer (IMV) software module including a code set adapted to access and render media code from multimedia files stored in a data repository and an editable layer allowing a programmer to program limitations limiting access by the IMV to preselected media files. In the programming application the programmer, by selecting, including, and editing software modules the programmer is enabled to create the IMA. IVRs may access and render code of one multimedia type or more than one type, and are adapted to interact with other software modules in an application. Multimedia files stored in the data repository represent multimedia transactions, and are typically characterized with tags according to one or more of date, time, participants, file type, company affiliation of participants, subject or issue, and relationship to other multimedia files, and IMVs are limited through the editable layer to tags of the multimedia files.