Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface

• US 6,910,072 B2
• Filed: 03/20/2003
• Issued: 06/21/2005
• Est. Priority Date: 09/11/1998
• Status: Expired due to Term

• Current Assignee: Alcatel-Lucent SA (Nokia Corporation)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Knuff, Charles Dazler, Mitchell, Robin Marie, Sidell, Mark Franklin, Powers, James Karl, Johnstone, Joel A, Berke, Jonathan Michael, Macleod Beck, Christopher Clemmett
• Primary Examiner(s): Chin, Wellington
• Assistant Examiner(s): HO, CHUONG T
• Application Number:
  US10/394,558
• Publication Number:
  US 20030179729A1
• Time in Patent Office: 824 Days
• Field of Search: 709/224, 709/223, 709/227, 709/238, 709/242, 709/202, 709/217, 709/218, 709/206, 709/200, 709/201, 709/203, 709/204, 379/265.01, 379/265.09, 379/265.05, 379/265.06, 379/265.07, 379/265.02, 379/265.03, 379/88.04, 379/93.21, 370/352, 370/260, 370/261, 707/3, 705/1, 705/8, 705/9, 705/10, 705/26, 705/27, 705/28
• US Class Current: 709/224
• CPC Class Codes: G06F 16/30 of unstructured textual data document management systems G06F16/93
• CPC Class Codes: G06F 16/44 Browsing; Visualisation therefor
• CPC Class Codes: G06F 40/279 Recognition of textual entities
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: H04L 45/14 Routing performance; Theoretical aspects
• CPC Class Codes: H04L 51/00 User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/10 Multimedia information
• 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 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/04 specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04L 67/1097 for distributed storage of data in networks, e.g. transport arrangements for network file system [NFS], storage area networks [SAN] or network attached storage [NAS]
• CPC Class Codes: H04L 67/14 Session management for real-time applications in data packet communications networks H04L65/1066
• CPC Class Codes: H04L 67/34 involving the movement of software or configuration parameters network booting or remote initial program loading [RIPL] G06F9/4416
• 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 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 2203/357 : Autocues for dialog assistance
• CPC Class Codes: H04M 2203/402 : Agent or workforce management
• CPC Class Codes: H04M 2203/404 : Collaboration among agents
• CPC Class Codes: H04M 2203/4536 : Voicemail combined with text-based messaging
• CPC Class Codes: H04M 2207/206 : composed of PSTN and wireless network
• CPC Class Codes: H04M 3/20 : with means for interrupting existing connections; with means for breaking-in on conversations
• CPC Class Codes: H04M 3/2218 : Call detail recording
• CPC Class Codes: H04M 3/2281 : Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• CPC Class Codes: H04M 3/36 : Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• 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 3/4938 : comprising a voice browser which renders and interprets, e.g. VoiceXML
• 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 3/5158 : in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• 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 3/5233 : Operator skill based call distribution
• CPC Class Codes: H04M 3/5237 : Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/56 : Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15
• CPC Class Codes: H04M 7/006 : Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• 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: H04W 40/02 : Communication route or path selection, e.g. power-based or shortest path routing
• CPC Class Codes: H04W 76/10 : Connection setup
• CPC Class Codes: H04W 84/042 : Public Land Mobile systems, e.g. cellular systems

Abstract

In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard is provided for active clients and updated periodically with information related to client transaction history with the MMCC. A connected client is presented by the wizard with a selective media function through which the client may a select a media type for interaction and help, and the MMCC will then re-contact the client through the selected media. The client, for example, may select IP or COST telephony, and the MMCC will place a call to the client to a number or IP address listed for the client, and interactivity will then be through an interactive voice response unit. Help information specific to a client is updated in the client'"'"'s wizard periodically according to ongoing transaction history with the MMCC. The wizard may also monitor client activity with the wizard and make reports available to various persons.

Claims

1. An operating system for managing transactions between internal and external transaction partners in a communication center, comprising:

an external media layer for managing media contact between the external transaction partner and the communication center;

a workflow layer for processing transactions and routing media events between the transaction partners;

an internal media layer for managing media contact between the internal transaction partners; and

a data store for storing extracted knowledge from transactions and relationships between transactions;

wherein the workflow layer captures each transaction, prepares and stores a text version of at least a portion of the transaction, associates the text version with the transaction, minus the text versions for knowledge, which is stored in the data store, and uses the extracted knowledge at least for routing media events between transaction partners.

2. A 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.

3. A system for routing recordings of communication events, including audio, visual image, and text events, in a 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 receive 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 relecting individual ones of the identifiers, may replay individual ones of the recorded events.

4. In an operating system for a communications center an interactive process module for accomplishing a process, comprising:

a data repository for storing interactions and transactions of the communications center;

an interaction process module for accessing and providing data from the data repository;

a plurality of code sets operating in the interaction process module, each adapted to completion of a specific task in the overall process;

an input interface for providing one or more inputs to the interaction process module; and

an output function for returning a result;

wherein the plurality of code sets are related by pre-requisite status, creating a required order of progression for the process, the process is initiated after being called by the operating system and receiving required inputs, the interaction process module interfaces with the interaction process module completing tasks including at least one of calculations, manipulations and analysis of data from the repository, and upon completion of the last task the IPM returns the result.

5. In a call center, a programmable diverse interaction code module for facilitating and monitoring diverse interactions between parties communication through the call center, comprising:

a database interface for access to a data repository; and

an association facility for associating parties to transactions with agents and projects;

wherein the association facility assigns association identifiers to parties according to defined projects and issues, and the database interface stores transactions in the data repository.

6. In a call center supporting multiple channels and forms of communication and storing call center transactions in a data repository, a threading software application, comprising:

a programming input for a user to enter association criteria;

an access function that accesses at least stored data in the data repository;

a search function that searches accessed data for association criteria, and notes these data entities that meet the association criteria; and

a display function that displays at least indicators of data entities meeting the association criteria.

7. In call center, a programmable dynamic campaign module for facilitating and monitoring outbound campaigns, comprising:

an interaction-level monitoring function for monitoring interaction level of the call center according to programmed criteria, and comparing the real-time level with a preset threshold;

a search and retrieve function for searching a data repository storing records of interactions and retrieving interaction data for specific interactions according to programmed criteria;

a scripting function for selecting agents of the call center for participating in a campaign, and for preparing task lists for said agents; and

an initiation function for initiating a campaign and distributing the task list to the selected agents;

wherein during times of interaction level above the preset threshold the dynamic campaign module searches the data repository, retrieves data, and prepares agent and task lists for a campaign, and wherein, when the interaction level falls below the preset threshold, the dynamic campaign module launches and distributes task lists to agents selected for a campaign.

8. In a call center operating system, an agent work presentation software model, comprising:

an identification function to an agent or agent group;

a programming interface for a supervisor to enter operating parameters;

an automatic interface to one or more data repositories;

a display module; and

a log-in start module;

wherein an authorized supervisor through the programming interface enters an agent or agents for the identification function, and parameters controlling the presentation of workload to a listed agent through the display module; and

wherein the software module, once programmed, launches automatically for identified agents at log in, checks data repositories for agent parameters and work to be done, and presents work to the agent via a display at a Personal Computer/video display unit (PC/VDU) at an agent station assigned to the agent logging in.

9. In a call center, a client self-help system, comprising:

an operating system including an outward-facing communication interface for accepting communications from clients, and for presenting a display for a connected client;

an interactive self-help wizard model presented in a graphic interface in the display and configured to a selected client; and

a media selection interface presented in the graphic interface by which the connected client may select a particular media for receiving information, and indicate the nature of information desired;

wherein the self-help wizard is periodically automatically updated in available information according to the selected client transaction history with the enterprise.