Data processing: financial – business practice – management – or co – Automated electrical financial or business practice or... – Health care management
Reexamination Certificate
2005-12-20
2005-12-20
Hayes, John W. (Department: 3639)
Data processing: financial, business practice, management, or co
Automated electrical financial or business practice or...
Health care management
C705S002000, C705S007380, C705S001100
Reexamination Certificate
active
06978247
ABSTRACT:
The architecture of a multimedia customer care center (100) is divided into three separate application layers: a contact layer (104), a communications layer (106) and a business layer (108). The contact layer comprises media-specific handlers (200–212) that manage their media-specific resources, connect customer contacts to resources (220) and report events, including status to the communications layer. The communication includes media-independent software (106) that manages shared resources, that tracks, accumulates, and reports events reported by the contact layer, and that directs handling of events by the contact layer according to business information. The business layer includes software (108) that provides an interface to the customer contact center for the business that is served by the center. It manages business services by supplying business information that defines the services and business goals to the communications layer, and generates reports from information accumulated by the communications layer. It effects scheduling and adherence tracking of resources. It also provides workflow control capability or interfaces to pre-existing workflow systems.
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Bogart Frank J.
Gabriel Camille
Kiefhaber Sarah Hildebrandt
King Gary S.
Phelps Rebecca Kay
Avaya Technology Corp.
Hayes John W.
Robinson-Boyce Akiba
Volejnicek David
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