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Method for routing transactions between internal and external partners in a communication center

  • US 8,971,216 B2
  • Filed: 03/07/2006
  • Issued: 03/03/2015
  • Est. Priority Date: 09/11/1998
  • Status: Expired due to Term
First Claim
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1. A method for managing and routing multimedia transactions between internal and external transaction partners in a communication center, comprising;

  • (a) receiving, from an external transaction partner, a multi-media transaction having voice data included in any one of video mail, IP calls, COST voice calls, and voice mails at the communication center;

    (b) preparing and storing a text version of at least a portion of the voice data of the multi-media transaction;

    (c) extracting knowledge from the stored text version of step (b); and

    (d) routing at least a notification of the received multi-media transaction along with the stored text version to one or both of the transaction partners based on the extracted knowledge.

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