Genesys Telecommunications Laboratories, Inc.

Forte Internet Software, Inc.

Alcatel Lucent

Christopher Clemmett Macleod Beck

James Karl Powers

Mark Franklin Sidell

Charles Dazler Knuff

Jonathan Michael Berke

Joel A Johnstone

Robin Marie Mitchell

Thomas Knox Gold

An information-sharing system includes a server in a wide-area network coupled to a data repository, software executing on the server, providing services for a first person, wherein the first person is enabled to create one or more personae stored in the data repository, at least one interactive window associated with individual ones of the personae and deployable to one or more electronic appliances, and one or more rule sets associated with individual ones of the personae, the rule sets defining and limiting server functions that may be initiated through individual ones of deployed interactive windows, the interactive windows and rule sets enabling the first person to control identity and contact information made available to users of deployed interactive windows.

Server-client interaction and information management system

In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard is provided for active clients and updated periodically with information related to client transaction history with the MMCC. A connected client is presented by the wizard with a selective media function through which the client may a select a media type for interaction and help, and the MMCC will then re-contact the client through the selected media. The client, for example, may select IP or COST telephony, and the MMCC will place a call to the client to a number or IP address listed for the client, and interactivity will then be through an interactive voice response unit. Help information specific to a client is updated in the client's wizard periodically according to ongoing transaction history with the MMCC. The wizard may also monitor client activity with the wizard and make reports available to various persons.

Method for routing transactions between internal and external partners in a communication center

A software application for managing routing of communiqu&#xe9;s across one or more communication channels supported by a data-packet-network includes one or more workspaces for segregating communication activity; one or more unique user identities assigned per workspace; and one or more contact identities assigned to and approved to communicate with a workspace administrator of the one or more workspaces using the assigned user identities. In a preferred embodiment the application enforces a policy implicitly defined by the existing architecture of the workspaces and associated user and contact identities.

Methods and system for creating and managing identity oriented networked communication

A software suite for managing the publishing and consumption of information and payload data across one or more transport protocols supported by a data-packet-network includes a posting application for publishing the information and payload data, and a consuming application for accessing and consuming the information and payload data. In a preferred embodiment the posting application enables posting of information that is consumable separately from the payload data wherein the information richly describes the payload data including provision of instructions for sampling the payload data before consuming the payload data.

Methods and apparatus for identifying and facilitating a social interaction structure over a data packet network

User specific support in communications systems

Method and system for processing multi-media transactions in a communication center

A programming application for creating an Interactive Multimedia Application (IMA) which includes access to and rendering of multimedia files stored in a data repository has first selectable software modules providing functionality for an Interactive Multimedia Application other than access to and rendering of the multimedia files, and at least one selectable Interactive Multimedia Viewer (IMV) software module including a code set adapted to access and render media code from multimedia files stored in a data repository and an editable layer allowing a programmer to program limitations limiting access by the IMV to preselected media files. In the programming application the programmer, by selecting, including, and editing software modules the programmer is enabled to create the IMA. IVRs may access and render code of one multimedia type or more than one type, and are adapted to interact with other software modules in an application. Multimedia files stored in the data repository represent multimedia transactions, and are typically characterized with tags according to one or more of date, time, participants, file type, company affiliation of participants, subject or issue, and relationship to other multimedia files, and IMVs are limited through the editable layer to tags of the multimedia files.

Method and apparatus for building multimedia applications using interactive multimedia viewers

Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface

An Interaction Object Model (IOM) Interface to a data repository includes objects representing files in the data repository; standardized information about each file, the information associated in the IOM with each object, and an updating interface communicating with the data repository, keeping objects conformal with the files in the data repository. An interaction interface to system function modules requiring data associated with the files in the data repository is provided, wherein through the interaction interface the system function modules are enabled to retrieve required data from the IOM without accessing the data files in the data repository directly. A principle use is in a multimedia call center, storing text and non-text transactions of the call center.

Stored-media interface engine providing an abstract record of stored multimedia files within a multimedia communication center

In a multimedia call center (MMCC) an agent work presentation software model (AWPM) may be programmed to an individual agent or group of agents, and set to launch automatically each time an agent for whom the model is programmed logs on to the operating system of the MMCC. The AWPM has interfaces for accessing all necessary information to prepare agent work lists, such as agent skills, licenses, authorizations, waiting calls, and waiting work of other sorts, and automatically accesses the needed information and prepares a dynamic work list to an agent for the duration of a work session. Work lists are updated by the pertinent AWPM as each agent accomplishes tasks, and work-in-progress is updates as well. Many other tasks may be done as well, such as statistical updates, agent rating, alerts, and so on.

Method and apparatus for automated personalization and presentation of workload assignments to agents within a multimedia communication center

In an operating system (OS) for a multimedia communications center (MMCC), an interactive process module (IPM) for accomplishing a process has a plurality of code sets, each adapted to completion of a specific task in the overall process, an input interface for providing one or more inputs to the IPM, and an output function for returning a result. The plurality of code sets are related by pre-requisite status, creating a required order of progression for the process, the process is initiated after being called by the OS and receiving required inputs, the IPM is adapted to interface with other OS modules for accessing and providing data, and upon completion of the last task the IPM returns the result. In one embodiment the IPM is represented by an interactive GANT chart. In a preferred embodiment a tool kit is provided for a programmer to create such IPMs to perform business processes. IPMs thus created may be displayed and edited as object models.

Interface engine for managing business processes within a multimedia communication-center

A customer-interaction network operating system for managing interactions in a multimedia communication center has an external media layer for managing media contact between customers and the communication center, a workflow layer for processing customer interactions and routing events to enterprise agents and knowledge workers; and an internal media layer 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.

Growing community of inventors

Oceanside, CA, United States of America

Christopher Clemmett Macleod Beck