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Rules-based multimedia customer/enterprise interaction-network operating-system

A technology in user and operation, applied in the direction of transmission system, digital transmission system, automatic switching office, etc., can solve the problem of generating routing rules and similar operations, and achieve the effect of improving interaction

Inactive Publication Date: 2010-01-27
GENESYS TELECOMMUNICATIONS LABORATORIES INC
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0017] 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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  • Rules-based multimedia customer/enterprise interaction-network operating-system
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  • Rules-based multimedia customer/enterprise interaction-network operating-system

Examples

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Embodiment Construction

[0027] 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.

[0028] 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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Abstract

A customer-interaction network operating system for managing interactions in a multimedia communication center has an external media layer (83) for managing media contact between customers and the communication center, a workflow layer (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.

Description

[0001] This application is a divisional application of Invention Patent Application No. 99812023.5 (PCT / US99 / 20387) with a filing date of September 2, 1999 and titled "Rule-Based Multimedia User / Enterprise Interaction-Network Operating System". technical field [0002] 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 [0003] 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 cal...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04L29/06H04L29/08G06Q10/00G06F9/46G06Q10/06G06Q10/10H04M3/00H04M3/22H04M3/42H04M3/493H04M11/00
CPCH04L29/06027H04M3/5175H04L69/08H04M3/2218H04M3/5125H04L29/06272G06Q10/06H04L69/329G06Q10/10H04L29/06394H04L29/06H04M3/42221H04L29/06068H04L65/4007H04L29/08072H04M3/4938H04L67/04H04M3/5191H04L29/08108H04M3/5166H04L65/1043H04L67/02H04L67/14Y02P90/80H04L65/401H04L67/535H04L9/40H04L65/1101
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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