Generating media-specific interaction control programs

• US 20050123124A1
• Filed: 12/15/2004
• Published: 06/09/2005
• Est. Priority Date: 07/16/1999
• Status: Active Grant

• Current Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Original Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Inventors: Collins, Kevin T.
• Granted Patent: US 7,215,758 B2
• Time in Patent Office: Days
• US Class Current: 379/265.90
• CPC Class Codes: H04M 2203/254 where the visual mode comprises menus
• CPC Class Codes: H04M 3/42144 by service provider
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

Apparatus includes a communications processor to receive and route communications from a plurality of communications mediums. A plurality of program generators is coupled to the communications processor. The plurality of program generators is further automatically to generate a plurality of media-specific control programs corresponding to each of a plurality of communication mediums in accordance with a media-independent portion of a source communications control file.

Claims

1-20. -20. (canceled)

21. A method including:

receiving a media-independent interaction control file at a generator; and

automatically generating a media-specific interaction control program for each of a plurality of communication mediums utilizing the media-independent interaction control file.

22. The method of claim 21 further including:

propagating at least one media-specific interaction control program to a interaction server handling a corresponding communication medium associated with that media-specific interaction control program.

23. The method of claim 22 wherein the interaction server is a component of an automated call distributor.

24. The method of claim 21 wherein one media-specific interaction control program corresponds to an electronic mail communications medium.

25. The method of claim 21 wherein one media-specific interaction control program corresponds to an interactive voice response communications medium.

26. The method of claim 21 wherein one media-specific interaction control program defines at least one web page.

27. The method of claim 26 wherein the one media-specific interaction control program defines a plurality of web pages hyperlinked in accordance with the media independent interaction control file.

28. The method of claim 26 wherein the web page is an intranet resource.

29. The method of claim 26 wherein the web page is an Internet resource.

30. The method of claim 21 wherein the media-independent interaction control file defines a prompt including at least one selectable option and a routing destination for the at least one selectable option.

31. An apparatus including:

a communications processor to receive and route communications from a plurality of communications mediums, and

a plurality of program generators coupled to the communications processor, wherein the plurality of program generators is automatically to generate a plurality of media-specific control programs corresponding to a plurality of communication mediums in accordance with a media-independent portion of a source communications control file.

32. The apparatus of claim 31 wherein each communication medium of the plurality of communication mediums is associated with a respective communications server, wherein a media-specific program generator of the plurality of program generators is to propagate at least one media-specific control program to a communication server associated with the communication medium specific to the at least one media-specific control program.

33. The apparatus of claim 31 wherein one media-specific control program corresponds to an electronic mail communications media.

34. The apparatus of claim 31 wherein one media-specific control program corresponds to an interactive voice response communications medium.

35. The apparatus of claim 31 wherein one media-specific control program defines at least one web page.

36. The apparatus of claim 35 wherein the one media-specific control program defines a plurality of web pages hyperlinked in accordance with the source communications control file.

37. The apparatus of claim 35 wherein the web page is an intranet resource.

38. The apparatus of claim 35 wherein the web page is an Internet resource.

39. The apparatus of claim 31 wherein the interaction processor is an automatic call distributor.

40. The apparatus of claim 31 wherein the media-independent portion of the source communications control file defines a prompt including at least one selectable option and a routing destination for each selectable option.

41. A machine-readable medium storing a set of instructions that, when executed by the machine, cause the machine to perform a method including:

receiving a media-independent interaction control file at a program generator; and

automatically generating a media-specific interaction control program for each of a plurality of communication mediums based on the media-independent interaction control file.

42. An apparatus including:

first means for receiving and routing communications from a plurality of communications mediums, and

second means, coupled to the first means, for automatically generating a plurality of media-specific control programs corresponding to a plurality of communication mediums in accordance with a media-independent portion of a source communications control file.