Method and apparatus for supporting diverse interaction paths within a multimedia communication center

US6138139A · kind A · utility

Assignee

• Genesys Telecommunications Laboratories, Inc. · US

Inventors

• Christopher Clemmett Macleod Beck · Oceanside, US
• Jonathan Michael Berke · San Diego, US
• Joel A Johnstone · San Diego, US
• Robin Marie Mitchell · Irvine, US
• James Karl Powers · Carlsbad, US
• Mark Franklin Sidell · Chapel Hill, US
• Charles Dazler Knuff · Carlsbad, US

Key dates

• Filing date: Oct 29, 1998
• Grant date: Oct 24, 2000
• Expiry date: Oct 29, 2018

Classification

• Technology area (CPC Y): Emerging Cross-Sectional Technologies
• CPC primary: Y02P90/80
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

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.