公开(公告)号：CA2348574A1

公开(公告)日：2000-05-11

申请号：CA2348574

申请日：1999-10-26

Applicant: GENESYS TELECOMM LAB INC

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

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 [255], the information associated in the IOM with each objec t, and an updating interface [253] communicating with the data repository [263] , 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：CA2343288A1

公开(公告)日：2000-03-23

申请号：CA2343288

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

Inventor： BERKE JONATHAN MICHAEL ,  KNUFF CHARLES DAZLER ,  SIDELL MARK FRANKLIN ,  JOHNSTONE JOEL A ,  BECK CHRISTOPHER CLEMMETT MACL ,  MITCHELL ROBIN MARIE ,  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：CA2343286A1

公开(公告)日：2000-03-23

申请号：CA2343286

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

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

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 transaction s associated with the call center in a data repository, relating the transactions according to specific criteria, and an interactive interface fo r 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 a nd 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 th e stored event files.