Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center
First Claim
1. A system for routing recordings of multimedia—
- communication events, including audio, visual image, and text events, in a multimedia-capable call center, and making the recorded events available to users, comprising;
a data repository adapted to store the recorded events;
recording systems for recording the communication events;
a system for preparing text versions of non-text events, and for storing the text versions in the data repository related to the non-text versions;
a system for relating the recorded events in one or more serial strings according to relational criteria; and
an interactive display interface for displaying identifiers of the recorded events, the identifiers arranged in a serial string according to the relational criteria;
wherein a user receives notification of an incoming non-text event and a text version of the non-text event is mirrored and routed to the agent along with notification of the incoming event and a user, by selecting individual ones of the identifiers, may replay individual ones of the recorded events.
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Abstract
A multimedia call center includes facility for storing copies of transactions associated with the call center in a data repository, relating the transactions according to specific criteria, and an interactive interface for a user to access the files from a graphic string of identifiers representing the files, and to play the files, thereby reviewing the actual transactions. In a preferred embodiment text versions of non-text events may be prepared and related to the non-text stored files in a manner that the related text files may also be selected and reviewed by use of the same interactive interface. By data extraction applied to the text files, the text files and the non-text files associated with some text files may be related to one another by relational criteria, and other informational files may also be related to the stored event files.
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Citations
16 Claims
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1. A system for routing recordings of multimedia—
- communication events, including audio, visual image, and text events, in a multimedia-capable call center, and making the recorded events available to users, comprising;
a data repository adapted to store the recorded events;
recording systems for recording the communication events;
a system for preparing text versions of non-text events, and for storing the text versions in the data repository related to the non-text versions;
a system for relating the recorded events in one or more serial strings according to relational criteria; and
an interactive display interface for displaying identifiers of the recorded events, the identifiers arranged in a serial string according to the relational criteria;
wherein a user receives notification of an incoming non-text event and a text version of the non-text event is mirrored and routed to the agent along with notification of the incoming event and a user, by selecting individual ones of the identifiers, may replay individual ones of the recorded events. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
- communication events, including audio, visual image, and text events, in a multimedia-capable call center, and making the recorded events available to users, comprising;
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9. A method for receiving and routing multimedia communication events in a multimedia-capable call center, and making recordings of the events available to users, comprising steps of;
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(a) storing both text-based and non-text-based events involving the call center in a data repository;
(b) preparing a text version of non-text communication events;
(c) storing the text versions in the data repository related to the non-text versions;
(d) receiving notification of an incoming non-text event by the user and the text-based version of the non-text event is mirrored and routed to the agent along with notification of the incoming event;
(e) relating the stored files in one or more serial strings according to relational criteria; and
(f) providing an interactive display interface on a computer video monitor, the interface adapted for displaying identifiers of the stored files, the identifiers arranged in a serial string according to the relational criteria, wherein the user, after receiving notification of the event along with the text version of non-text events selects identifiers, playing individual ones of the stored files, thereby reviewing the recorded events. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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Specification