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：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.

公开(公告)号：AU751301B2

公开(公告)日：2002-08-15

申请号：AU1718600

申请日：1999-11-10

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: 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 cal center has programmable dynamic campaign module (DCM) for facilitating and monitoring outbound campaigns. The DCM comprises an interaction-level monitoring function for monitoring interaction level of the MMCC according to programmed criteria, and comparing the real-time level with a preset threshold, a search and retrieve function for searching a data repository storing records of interactions and retrieving interaction data for specific interactions according to programmed criteria, a scripting function for selecting agents of the MMCC for participating in a campaign, and for preparing task lists for said agents; and an initiation function for initiating a campaign and distributing the task 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 lists to agents selected for a campaign.

公开(公告)号：AU751143B2

公开(公告)日：2002-08-08

申请号：AU1328300

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: G06F15/00 ,  G06Q10/06 ,  G06Q10/08 ,  G06Q10/10 ,  G06Q30/06 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/56 ,  G06F15/16 ,  G06F17/60

Abstract: A programmable diverse interaction code module (DIM) in an enterprise-hosted multimedia call center (MMCC) for facilitates and monitors diverse interactions between parties communicating through the MMCC, and includes a database interface for access to an MMCC data repository; and an association facility for associating parties to transactions with agents and projects. The association facility assigns association identifiers to parties according to defined projects and issues, and the database interface stores transactions in the data repository. Parties to transactions include customers and business associates remote from the MMCC and agents and knowledge workers local to the MMCC, and transactions are supported in any combination between any parties. The database interface stores transactions on threaded strings, the threading associated by one or more of project, issue, and chronology, and the DIM is programmable to apply to a single enterprise project. Transactions are displayable in some cases on threaded strings, and lower-order transactions may be hidden on some strings. Methods for practicing the invention re taught as well.

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.