Method and apparatus for determining and initiating interaction directionality within a multimedia communication center
US6170011A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Nov 12, 1998 |
| Grant date | Jan 2, 2001 |
| Priority date | — |
| Expiry date | Nov 12, 2018 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/404
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.