Stored-media interface engine providing an abstract record of stored multimedia files within a multimedia communication center

• US 6,874,119 B2
• Filed: 10/29/1998
• Issued: 03/29/2005
• 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: Mitchell, Robin Marie, Sidell, Mark Franklin, Powers, James Karl, Knuff, Charles Dazler, Berke, Jonathan Michael, Johnstone, Joel A., Macleod Beck, Christopher Clemmett
• Primary Examiner(s): Hong, Stephen S.
• Assistant Examiner(s): HUYNH, CONG LAC T
• Application Number:
  US09/183,551
• Publication Number:
  US 20020091726A1
• Time in Patent Office: 2,343 Days
• Field of Search: 707/501.1, 707/500.1, 707/1, 345/700, 345/701, 715/501.1, 715/513, 715/500.1, 715/500
• US Class Current: 715/201
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• 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 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 2201/40 using speech recognition
• 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 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/51 : Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• 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
• CPC Class Codes: H04M 7/12 : for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: Y10S 707/99931 : Database or file accessing

Abstract

An Interaction Object Model (IOM) Interface to a data repository includes objects representing files in the data repository; standardized information about each file, the information associated in the IOM with each object, and an updating interface communicating with the data repository, keeping objects conformal with the files in the data repository. An interaction interface to system function modules requiring data associated with the files in the data repository is provided, wherein through the interaction interface the system function modules are enabled to retrieve required data from the IOM without accessing the data files in the data repository directly. A principle use is in a multimedia call center, storing text and non-text transactions of the call center.

Claims

1. An Interaction Object Model (IOM) Interface to a data repository, comprising:

objects representing files in the data repository;

standardized information about each file, the information associated in the IOM with each object; and

an updating interface communicating with the data repository, keeping the objects conformal with the files in the data repository; and

an interaction interface to automated system function modules;

wherein the automated system function modules require data associated with the files in the data repository, and are enabled to retrieve required data from the IOM, via the interaction interface, without accessing the data files in the data repository directly, the IOM enabling the automated system function modules to retrieve data more quickly and efficiently than if the automated system function modules accessed the data repository directly.

2. The IOM of claim 1 wherein the data repository is a multimedia repository in a multimedia call center, storing text and non-text transactions of the call center.

3. The IOM of claim 2 wherein the system function modules include one or more of a customer-information system, a communication routing system, an audit system, and messaging systems.

4. A multimedia communication center, comprising:

a data repository wherein communication center transactions are stored as multimedia files; and

an Interaction Object Model (IOM) Interface to the data repository;

wherein the IOM comprises;

objects representing files in the data repository;

standardized information about each file, the information associated in the IOM with each object;

an updating interface communicating with the data repository, keeping objects conformal with the files in the data repository; and

an interaction interface to system function module;

wherein the automated system function modules require data associated with the files in the data repository, and are enabled to retrieve required data from the IOM, via the interaction interface, without accessing the data files in the data repository directly, enabling the automated system function modules to retrieve data more quickly and efficiently than if the automated system function modules accessed the data repository directly.

5. The multimedia communication center of claim 4 wherein the system function modules include one or more of a customer-information system, a communication routing system, an audit system, and messaging systems.