INTERFACE ENGINE FOR MANAGING BUSINESS PROCESSES WITHIN A MULTIMEDIA COMMUNICATION-CENTER

• US 20010044676A1
• Filed: 10/29/1998
• Published: 11/22/2001
• Est. Priority Date: 09/11/1998
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: SIDELL, MARK FRANKLIN, KNUFF, CHARLES DAZLER, MACLEOD BECK, CHRISTOPHER CLEMMETT, POWERS, JAMES KARL, MITCHELL, ROBIN MARIE, JOHNSTONE, JOEL A., BERKE, JONATHAN MICHAEL
• Granted Patent: US 6,370,508 B2
• Time in Patent Office: Days
• US Class Current: 701/1
• CPC Class Codes: G06F 16/40 of multimedia data, e.g. slideshows comprising image and additional audio data retrieval of still image data G06F16/50; retrieval of audio data G06F16/60; retrieval of video data G06F16/70
• CPC Class Codes: G06F 9/45512 Command shells
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 10/06316 Sequencing of tasks or work
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: H04L 65/1026 at the edge
• CPC Class Codes: H04L 65/103 in the network
• CPC Class Codes: H04L 65/1036 at the edge
• CPC Class Codes: H04L 65/104 in the network
• CPC Class Codes: H04L 65/1043 Gateway controllers, e.g. media gateway control protocol [MGCP] controllers
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04L 67/00 Network arrangements or protocols for supporting network services or applications user-to-user messaging H04L51/00; network arrangements, protocols or services for supporting real-time applications in data packet communications networks H04L65/00
• CPC Class Codes: H04L 67/75 Indicating network or usage conditions on the user display
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2201/60 : Medium conversion
• CPC Class Codes: H04M 2203/404 : Collaboration among agents
• CPC Class Codes: H04M 3/2218 : Call detail recording
• CPC Class Codes: H04M 3/42221 : Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5166 : in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5175 : Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 : Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 : interacting with the Internet
• CPC Class Codes: H04M 3/5231 : with call back arrangements

Abstract

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.

Claims

1. In an operating system (OS) for a multimedia communications center (MMCC), an interactive process module (IPM) for accomplishing a process, comprising:

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;

wherein 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.

2. The IPM of

claim 1

wherein task structure and parameters are presentable in a graphical interface displaying tasks making up the IPM in prerequisite order.

3. The IPM of

claim 2

wherein the graphical interface is a GANT chart.

4. The IPM of

claim 2

wherein the graphical interface is interactive, allowing a programmer to add, delete, and edit steps in the process.

5. The IPM of

claim 2

wherein start and finish times are displayed for each task.

6. The IPM of

claim 1

wherein, in performing any one task, next activity is variable, and is determined by performance to requirements programmed with the task.

7. The IPM of

claim 6

wherein the task requirements include completion within a preprogrammed allotted time.

8. The IPM of

claim 7

wherein next activity includes a choice of stopping the process and notifying a person in the event of non-completion of a task in an allotted time.

9. The IPM of

claim 7

wherein one or more tasks require human intervention and activity, and comprising an activity of reminding a person responsible for an activity of a pending time deadline.

10. An operating system (OS) for a multimedia call center (MMCC) comprising one or more interactive process modules (IPMs) for accomplishing individual processes, each IPM comprising:

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;

wherein 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.

11. The OS of

claim 10

wherein task structure and parameters are presentable in a graphical interface displaying tasks making up the IPM in prerequisite order.

12. The OS of

claim 11

wherein the graphical interface is a GANT chart.

13. The OS of

claim 11

wherein the graphical interface is interactive, allowing a programmer to add, delete, and edit steps in the process.

14. The OS of

claim 11

wherein start and finish times are displayed for each task.

15. The OS of

claim 10

wherein, in performing any one task, next activity is variable, and is determined by performance to requirements programmed with the task.

16. The OS of

claim 15

wherein the task requirements include completion within a preprogrammed allotted time.

17. The OS of

claim 16

wherein next activity includes a choice of stopping the process and notifying a person in the event of non-completion of a task in an allotted time.

18. The OS of

claim 16

wherein one or more tasks require human intervention and activity, and comprising an activity of reminding a person responsible for an activity of a pending time deadline.

19. An object-oriented programming tool for use by a programmer in constructing an Interactive Process Module adapted for use with an operating system (OS) in a multimedia call center (MMCC), comprising:

a graphical interface comprising an input facility adapted for defining a task, definition including a task identifier, a task description comprising activities performable by the operating system, and prerequisite relationship to any other tasks;

a set of one or more inputs definable by the programmer; and

one or more outputs;

wherein entry of tasks with parameters by a programmer sequentially builds a process comprising multiple tasks to be performed in a requisite order dictated by the prerequisite relationship.

20. The programming tool of

claim 19

wherein the result of a programmed IPM is a GANT chart.