Method and apparatus for selectively presenting media-options to clients of a multimedia call center

• US 6,212,178 B1
• Filed: 09/11/1998
• Issued: 04/03/2001
• Est. Priority Date: 09/11/1998
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Beck, Christopher Clemmett Macleod, Mitchell, Robin Marie, Sidell, Mark Franklin, Powers, James Karl, Johnstone, Joel A, Knuff, Charles Dazler, Berke, Jonathan Michael
• Primary Examiner(s): Olms, Douglas
• Assistant Examiner(s): Sam, Phirin
• Application Number:
  US09/151,710
• Time in Patent Office: 935 Days
• Field of Search: 370/352, 370/351, 370/353, 370/354, 370/360, 370/379, 370/382, 370/386, 370/396, 370/400, 370/420, 370/422, 370/429, 370/357, 379/88.13, 379/88.17-88.19, 379/93.01, 379/93.03, 379/205, 379/214, 379/218, 379/220, 379/266, 379/70, 379/84, 379/88.01, 379/88.04, 379/88.2 , 379/88.22, 379/93.02, 379/133-134
• US Class Current: 370/352
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: H04L 63/104 Grouping of entities
• 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 67/14 Session management for real-time applications in data packet communications networks H04L65/1066
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• 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 3/5191 interacting with the Internet
• CPC Class Codes: Y02P 90/80 Management or planning

Abstract

In an enterprise-hosted multimedia telecommunications center, a client-facing interactive single-media pre-processing interface has an answering facility adapted for greeting and pre-instructing a client making a contact to the pre-processing interface, an identifying facility adapted for identifying the client through one or both of data accompanying the contact and information elicited from the client, and a discrimination facility adapted for offering the client one or more communication choices based on the client identification established by the identifying facility. In one embodiment the pre-processing interface is a WEB page. Also in a preferred embodiment, client transaction history is recorded in an enterprise data repository, including current projects, and clients are offered choices based on transaction history. In one such embodiment, live calls are reserved for clients engaged in current projects.

Claims

1. An enterprise-hosted multimedia telecommunication center, comprising:

a client-facing media processing layer for receiving client-initiated transaction requests and for linking clients and enterprise resources by a plurality of media types;

a processing layer for processing client transaction requests to establish client communication according to enterprise rules; and

a principal media interactive interface;

wherein the center restricts all first time users to the principal media interactive interface, the principal media interface is capable of identifying clients, and clients are offered communication choices after client identification according to the identification.

2. The telecommunications center of claim 1 wherein the principal media interactive interface is a WEB page.

3. The telecommunications center of claim 2 wherein the WEB page elicits identifying data from the client, the identifying data is used in a categorization process to categorize the client by enterprise rules and procedures, including accessing client data from one or more connected data repositories, and multimedia communication choices are offered to the client through the WEB page after the categorization process.

4. The telecommunications center of claim 1 wherein the principal media interactive interface is a pre-processing live agent.

5. The telecommunications center of claim 1 wherein the principal media interactive interface is an interactive voice-response (IVR) unit.

6. The telecommunications center of claim 1 wherein the communication choices offered to the client after identification include types of media, and the types of media are restricted according to client identification.

7. The telecommunications center of claim 1 wherein, in the processing layer, choices to be offered to a client are predicated, at least in part, on client transaction history recorded in an enterprise data repository.

8. The telecommunications center of claim 1 wherein client transaction history is stored, including transaction strings related to current projects, and live telephone calls are reserved for those clients engaged in a current project.

14. The telecommunications center of claim 1 wherein the communication choices offered to the client after identification include types of media, and the types of media are restricted according to client identification.

9. In an enterprise-hosted multimedia telecommunications center, a client-facing interactive single-media pre-processing interface, comprising:

an answering facility for greeting and pre-instructing a client making a contact to the pre-processing interface;

an identifying facility for identifying the client through one or both of data accompanying the contact and information elicited from the client; and

a discrimination facility adapted for offering the client one or more communication choices based on the client identification established by the identifying facility.

10. The single-media pre-processing interface of claim 9 wherein the interface is a WEB page.

11. The single-media pre-processing interface of claim 10 wherein the WEB page elicits identifying data from the client, the identifying data is used in a categorization process to categorize the client by enterprise rules and procedures, including accessing client data from one or more connected data repositories, and multimedia communication choices are offered to the client through the WEB page after the categorization process.

12. The single-media pre-processing interface of claim 9 wherein the principal media interactive interface is a pre-processing live agent.

13. The single-media pre-processing interface of claim 9 wherein the principal media interactive interface is an interactive voice-response (IVR) unit.

15. The single-media pre-processing interface of claim 9 wherein choices to be offered to a client are predicated, at least in part, on client transaction history recorded in an enterprise data repository.

16. The single-media pre-processing interface of claim 9 wherein client transaction history is stored, including transaction strings related to current projects, and live telephone calls are reserved for those clients engaged in a current project.

17. A method for controlling client media access in an enterprise-hosted telecommunications center, comprising steps of:

(a) receiving all client-initiated transaction requests through a restricted media interactive interface;

(b) identifying a client through one or both of data accompanying the request and information elicited from the client; and

(c) offering the client one or more communication choices based on the client identification established in step (b).

18. The method of claim 17 wherein the restricted media interactive interface is a WEB page.

19. The method of claim 18 wherein in step (b) the WEB page elicits identifying data from the client, the identifying data is used in a categorization process to categorize the client by enterprise rules and procedures, including accessing client data from one or more connected data repositories, and multimedia communication choices are offered to the client through the WEB page after the categorization process.

20. The method of claim 17 wherein the restricted media interactive interface is a pre-processing live agent.

21. The method of claim 17 wherein the restricted media interactive interface is an interactive voice-response (IVR) unit.

22. The method of claim 17 wherein the communication choices offered to the client in step (c) include types of media, and the types of media are restricted according to client identification.

23. The method of claim 17 wherein choices to be offered to a client in step (c) are predicated, at least in part, on client transaction history recorded in an enterprise data repository.

24. The method of claim 17 wherein client transaction history is stored, including transaction strings related to current projects, and live telephone calls are reserved for those clients engaged in a current project.