Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions

US6345305B1 · kind B1 · 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: May 5, 2000
• Grant date: Feb 5, 2002
• Expiry date: May 5, 2020

Classification

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

Abstract

A customer-interaction network operating system for managing interactions in a multimedia communication center has an external media layer for managing media contact between customers and the communication center, a workflow layer for processing customer interactions and routing events to enterprise agents and knowledge workers; and an internal media layer 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.