Method for managing interaction between partner for processing transaction

A transaction processing and enterprise technology, applied in technical management, data processing applications, electrical digital data processing, etc., can solve the problems of generating routing rules and similar operations, and achieve the effect of improving interaction

Inactive Publication Date: 2009-10-07
GENESYS TELECOMMUNICATIONS LABORATORIES INC
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0016] Maintaining interaction history, reporting statistics, generating routing rules, and the like becomes more complex as new types of media are added to the communications center's capabilities

Method used

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  • Method for managing interaction between partner for processing transaction
  • Method for managing interaction between partner for processing transaction
  • Method for managing interaction between partner for processing transaction

Examples

Experimental program
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Embodiment Construction

[0026] figure 1 is a multimedia communication center enhanced by a network operating system based on an embodiment of the present invention. A telephone network architecture 11 includes an enterprise carrier communications center 17, which in this example is connected to a public switched telephone network (PSTN) 13 and a wide area network (WAN) 15, which may be the public Internet or other A digital network such as a corporate intranet.

[0027] In this particular embodiment, the communications center 17 handles conventional telephone calls, which may be classified as Connection Oriented Switched Telephone (COST) calls, and DNT calls, which may be routed over a private digital network or based on a protocol such as the well known Internet Protocol Data Network Telephony (DNT) calls. A DNT call is characterized in that data is sent by addressed data packets in the opposite manner to a dedicated connection in a COST call. As indicated above, PSTN 13 may be a private network ...

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PUM

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Abstract

A multimedia call center includes facility for storing copies of transactions associated with the call center in a data repository, relating the transactions according to specific criteria, and an interactive interface for 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 and 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 the stored event files.

Description

technical field [0001] The present invention relates to the field of telecommunications including all existing classifications of interactive multimedia technologies, and more particularly to a method and apparatus for providing a seamless user / agent interactive network according to existing enterprise rules. Background technique [0002] In the field of telephony, many technological improvements have been made over the years that facilitate more efficient use of telephony in a carrier call center environment. Most of these improvements have resulted in the integration of telephone and switching systems in such call centers with computer hardware and software especially adapted to better connect telephone calls, deliver telephone calls and related information more quickly and Improve service to satisfy customers. This computer enhanced telephony is known in the art as Computer Telephony Integration (CTI). [0003] Typically, CTI instances of various designs and purposes ar...

Claims

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Application Information

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IPC IPC(8): G06F13/00G06F9/46G06Q10/06G06Q10/10H04L29/06H04L29/08H04M3/00H04M3/22H04M3/42H04M3/493H04M3/51H04M11/00
CPCH04L29/06027H04M3/5175H04L69/08H04M3/5125H04M3/2218G06Q10/06H04L69/329G06Q10/10H04L29/06H04M3/42221H04L65/4007H04M3/4938H04M3/5191H04L67/04H04M3/5166H04L65/1043H04L67/02H04L67/14Y02P90/80H04L65/401H04L67/535H04L9/40H04L65/1101
Inventor 克里斯托弗·C·M·贝克乔纳森·M·伯克乔尔·A·约翰斯通罗宾·M·米切尔詹姆斯·K·鲍尔斯马克·F·塞德尔查尔斯·D·纳夫
Owner GENESYS TELECOMMUNICATIONS LABORATORIES INC
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