Electrical computers and digital processing systems: multicomput – Computer-to-computer session/connection establishing – Network resources access controlling
Reexamination Certificate
2008-05-13
2008-05-13
An, Meng Al T. (Department: 2195)
Electrical computers and digital processing systems: multicomput
Computer-to-computer session/connection establishing
Network resources access controlling
C718S104000
Reexamination Certificate
active
10441865
ABSTRACT:
An object-oriented system for managing multiple media types in a communication center environment has a multimedia queuing system, a processor for processing events in the queue, an interaction server for selecting media type or event types, a resource manager for reporting availability of a resource access point, and a data store for storing client information about media types available to the client and historical information about success of past use of those media types. In a preferred application, the system processes and routes incoming events of known media type to access points defined as systems or agents based in part on media channel availability of the access point, and wherein the system selects a media channel or channels for certain events in queue that are not pre-dedicated as specific media type events but are generated outbound or internal proactive contact events. For proactive contact events, the system automatically selects a media channel for each event based on a combination of set preferences and predictions based on historical channel information relating to success channel connections to that client.
REFERENCES:
patent: 6332154 (2001-12-01), Beck et al.
patent: 2001/0024497 (2001-09-01), Campbell et al.
U.S. Appl. No. 10/289,581, Petr Makagon et al.
U.S. Appl. No. 10/279,435, Petr Makagon et al.
Anderson David Hoyer
McCord Alan Wayne
Monza Joseph Vincent
An Meng Al T.
Central Coast Patent Agency Inc.
Genesys Telecommunications Laboratories , Inc.
Tang Kenneth
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