Genesys Telecommunications Laboratories, Inc.

Forte Internet Software, Inc.

Alcatel Lucent

Exxonmobil Upstream Research Company

Greeneden U.S. Holdings Ii, LLC

James Karl Powers

Mark Franklin Sidell

Charles Dazler Knuff

Jonathan Michael Berke

Joel A Johnstone

Robin Marie Mitchell

Christopher Clemmett Macleod Beck

Thomas Knox Gold

Christopher Clemmett Beck

Bruce A Dale

David A Baker

John W Mohr

Mark W Biegler

Jason A Burdette

Marcus Asmann

Ismail Ceyhan

James H Myers

A S David Khemakhem

Christopher Clemmentt Macleod Beck

As David Khemakhem

Christopher Beck

AS David Khemakhem

A system for tracking client contacts for a host organization utilizes a multimedia database and a user interface at a connected computer device. The database stores client communications as full content, and relates contacts by issue, and the user interface displays client contact communications as objects, such as icons, in issue related chronological strings. In a preferred embodiment the interface also provides an input facility for a host agent to select appropriate responses to client communications, to make commitments for response, to assign responsibility for commitments, and to notify personnel affected by entered commitments in various ways, such as reminders. Other notifications include fulfilled and unfulfilled commitments.

Method and apparatus for multiple agent commitment tracking and notification

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 method associated with the selection of tubulars for hydrocarbon production is described based upon evaluating the performance limits of threaded connections. Constituents of an evaluation group of threaded connections are determined and then a first group of the connections is evaluated via model analysis over a range of conditions. Then, physical testing on a first group of threaded connections in the evaluation group is conducted over that range of conditions. Once modeled, the results from the physical testing and the modeling analysis of the first group are compared to assess a characteristic performance factor for the first group. A second group of threaded connections are determined and the assessed performance factor from the first group is applied to a second group, and the performance limits of the second group are defined over the range of conditions based on this characteristic performance factor, without requiring testing the second group.

Method and system for evaluating groups of threaded connections

A method associated with the selection of tubulars for hydrocarbon production is described. In particular, the method is associated with the evaluation of performance limits of threaded connections. In this method, constituents of an evaluation group of threaded connections are determined via model analysis. Then, physical testing on a first group of threaded connections in the evaluation group is conducted. Modeling analysis on the first group and a second group of threaded connections is performed, wherein the second group are not physically tested. Once modeled, the results from the physical testing and the modeling analysis are compared to assess a characteristic performance factor for the first group. Then, the characteristic performance factor is applied to the second group, and the performance limits are defined based on this characteristic performance factor.

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 system for tracking client contacts for a host organization utilizes a multimedia database and a user interface at a connected computer device. The database stores client communications as full content, and relates contacts by issue, and the user interface displays client contact communications as objects, such as icons, in issue related chronological strings. In a preferred embodiment the interface also provides an input facility for a host agent to select appropriate responses to client communications, to make commitments for response, to assign responsibility for commitments, and to notify personnel effected by entered commitments in various ways, such as reminders. Other notifications include fulfilled and unfulfilled commitments.

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.

Growing community of inventors

Carlsbad, CA, United States of America

James Karl Powers