Electrical computers and digital processing systems: multicomput – Distributed data processing – Processing agent
Patent
1998-10-29
2000-10-24
Lim, Krisna
Electrical computers and digital processing systems: multicomput
Distributed data processing
Processing agent
705 1, 705 26, 705 27, 705 28, G06F 1516
Patent
active
06138139&
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.
REFERENCES:
patent: 5533103 (1996-07-01), Peavey et al.
patent: 5754655 (1998-05-01), Hughes et al.
patent: 5889863 (1999-03-01), Weber
Beck Christopher Clemmett Macleod
Berke Jonathan Michael
Johnstone Joel A
Knuff Charles Dazler
Mitchell Robin Marie
Boys Donald R.
Genesys Telecommunications Laboraties, Inc.
Lim Krisna
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