The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Dec. 20, 2005
Filed:
Jun. 07, 2000
Frank J. Bogart, Boulder, CO (US);
Camille Gabriel, Westminister, CO (US);
Sarah Hildebrandt Kiefhaber, Boulder, CO (US);
Gary S. King, Broomfield, CO (US);
Rebecca Kay Phelps, Westminster, CO (US);
Frank J. Bogart, Boulder, CO (US);
Camille Gabriel, Westminister, CO (US);
Sarah Hildebrandt Kiefhaber, Boulder, CO (US);
Gary S. King, Broomfield, CO (US);
Rebecca Kay Phelps, Westminster, CO (US);
Avaya Technology Corp., Basking Ridge, NJ (US);
Abstract
The architecture of a multimedia customer care center () is divided into three separate application layers: a contact layer (), a communications layer () and a business layer (). The contact layer comprises media-specific handlers () that manage their media-specific resources, connect customer contacts to resources () and report events, including status to the communications layer. The communication includes media-independent software () 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 () 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.