Automatic generation of mixed media messages
First Claim
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1. A method of processing a contact with a client of an organization, such method comprising:
- a contact processing resource of the organization detecting a contact with the client through a first communication channel operating under a first communication format and recovering an identifier of the client through the first communication channel;
the contact processing resource generating an information request based upon the contact with the client;
transferring the information request to a media server of the organization;
retrieving a set of Internet addresses of active communication channels of the client from a SIP registrar; and
the media server selecting an active communication channel from the set of active communication channels as a second communication channel based upon a set of business rules and sending an information response to the client through the second communication channel operating under a second communication format where the second communication channel and second communication format are both different than the first channel and first communication format.
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Abstract
A method and apparatus are provided for processing a contact with a client of an organization. The method includes the steps of a contact processing resource of the organization detecting a contact with the client through a first communication channel operating under a first communication format, the contact processing resource generating an information request based upon the contact with the client, transferring the information request to a media server of the organization and the media server sending an information response to the client through a second communication channel operating under a second communication format.
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Citations
26 Claims
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1. A method of processing a contact with a client of an organization, such method comprising:
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a contact processing resource of the organization detecting a contact with the client through a first communication channel operating under a first communication format and recovering an identifier of the client through the first communication channel; the contact processing resource generating an information request based upon the contact with the client; transferring the information request to a media server of the organization; retrieving a set of Internet addresses of active communication channels of the client from a SIP registrar; and the media server selecting an active communication channel from the set of active communication channels as a second communication channel based upon a set of business rules and sending an information response to the client through the second communication channel operating under a second communication format where the second communication channel and second communication format are both different than the first channel and first communication format. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. An apparatus for processing a contact with a client of an organization, such apparatus comprising:
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means for detecting a contact with the client through a first communication channel operating under a first communication format; means for recovering an identifier of the client through the first communication channel; means for generating an information request based upon the contact with the client; means for retrieving a set of Internet addresses of active communication channels of the client; means for selecting an active communication channel of the set of active communication channels as a second communication channel based upon a set of business rules; and means for sending a response to the information request to the client through the second communication channel operating under a second communication format. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. An apparatus for processing a contact with a client of an organization, such apparatus comprising:
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a contact processing resource that detects a contact with the client and an identifier of the client through a first communication channel operating under a first communication format and that generates an information request based upon the contact with the client; and a media server that receives the information request and retrieves a set of internet addresses of active communication channels of the client, selects an active communication channel from the set of active communication channels as a second communication channel based upon a set of business rules, and sends a response to the information request to the client through the second communication channel operating under a second communication format. - View Dependent Claims (22, 23, 24, 25, 26)
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Specification