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Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions

  • US 6,345,305 B1
  • Filed: 05/05/2000
  • Issued: 02/05/2002
  • Est. Priority Date: 09/11/1998
  • Status: Expired due to Term
First Claim
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1. A method for managing transactions between transaction partners, including customers, business partners, agents, and knowledge workers, in a multimedia communication center, comprising steps of;

  • a) managing media contact between the customers, business partners and the communication center by an external media layer;

    b) processing transactions by a workflow layer, including capturing each transaction as a multimedia file and extracting knowledge from transactions;

    c) managing media contact with the agents and knowledge workers by an internal media layer;

    d) providing a knowledge base for storing extracted knowledge from transactions and relationships between transactions; and

    e) routing media events between the transaction partners based on the knowledge and relationships of transactions in the knowledge base.

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