US6230197B1
Expired / Lapsed
US
⏱️ 0.0 years remaining
Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center
Assignee: Genesys Cloud Services Inc
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Filing: 1998-09-11
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Granted: 2001-05-08
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Expires: 2018-09-11
Abstract
Abstract A multimedia call center includes facility for storing copies of transactions associated with the call center in a data repository, relating the transactions according to specific criteria, and an interactive interface for a user to access the files from a graphic string of identifiers representing the files, and to play the files, thereby reviewing the actual transactions. In a preferred embodiment text versions of non-text events may be prepared and related to the non-text stored files in a manner that the related text files may also be selected and reviewed by use of the same interactive interface. By data extraction applied to the text files, the text files and the non-text files associated with some text files may be related to one another by relational criteria, and other informational files may also be related to the stored event files.
Inventors
- 👤 Christopher Clemmentt Macleod Beck
- 👤 Jonathan Michael Berke
- 👤 Joel A Johnstone
- 👤 Robin Marie Mitchell
- 👤 James Karl Powers
- 👤 Mark Franklin Sidell
- 👤 Charles Dazler Knuff
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-24 10:39
CPC Classifications
H; H04; H04L; H04L65/00; H04L65/10; H04L65/102; H04L65/1043; G; G06; G06Q; G06Q10/00; G06Q10/06; G06Q10/10; H04L65/40; H04L65/401; H04L67/00; H04L67/01; H04L67/02; H04L67/04; H04L67/14; H04L67/50; H04L67/535; H04L9/00; H04L9/40; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5125; H04M3/5183; H04M3/5191; H04L65/1066; H04L65/1101; H04L69/00; H04L69/08; H04L69/30; H04L69/32; H04L69/322; H04L69/329; H04M3/22; H04M3/2218; H04M3/42221; H04M3/487; H04M3/493; H04M3/4938; H04M3/5166; H04M3/5175; Y; Y02; Y02P; Y02P90/00; Y02P90/80
Claims Analysis
Total Claims: 18
Claim 1
Independent Claim
160 words
A system for routing recordings of multimedia—communication events, including audio, visual image, and text events, in a multimedia-capable 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 receives 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 selecting individual ones of the identifiers, may replay individual ones of the recorded events.
Claim 2
Independent Claim
160 words
A system for routing recordings of multimedia—communication events, including audio, visual image, and text events, in a multimedia-capable 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 receives 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 selecting individual ones of the identifiers, may replay individual ones of the recorded events.
Claim 3
Dependent Claim
23 words
The system of claim 1 wherein the identifiers comprise icons displayed on a computer video monitor, the icons arranged in a serial string.
Claim 4
Dependent Claim
24 words
The system of claim 1 further comprising a data extraction facility for deriving information from text files, including the text versions of non-text files.
Claim 5
Dependent Claim
49 words
The system of claim 3 further comprising a facility for relating informational files to text files, and therefore to non-text files associated with text files, wherein the informational files may also be accessed by the interactive display interface along with the recorded events and text versions of recorded events.
Claim 6
Dependent Claim
25 words
The system of claim 1 wherein the relational criteria include one or more of chronology, participants in an event, organizational affiliation, and single issue relationship.
Claim 7
Dependent Claim
18 words
The system of claim 1 wherein all communication events involving the call center are copied, related and stored.
Claim 8
Dependent Claim
18 words
The system of claim 6 wherein a text version of every non-text event is prepared, related and stored.
Claim 9
Dependent Claim
30 words
The system of claim 1 wherein events include one or more of e-mails, video-mails, faxes, file share, file transfers, video calls, chat sessions, DNT calls, COST calls, and voice mails.
Claim 10
Independent Claim
177 words
A method for receiving and routing multimedia communication events in a multimedia-capable call center, and making recordings of the events available to users, comprising steps of; (a) storing both text-based and non-text-based events involving the call center in a data repository; (b) preparing a text version of non-text communication events; (c) storing the text versions in the data repository related to the non-text versions; (d) receiving notification of an incoming non-text event by the user and the text-based version of the non-text event is mirrored and routed to the agent along with notification of the incoming event; (e) relating the stored files in one or more serial strings according to relational criteria; and (f) providing an interactive display interface on a computer video monitor, the interface adapted for displaying identifiers of the stored files, the identifiers arranged in a serial string according to the relational criteria, wherein the user, after receiving notification of the event along with the text version of non-text events selects identifiers, playing individual ones of the stored files, thereby reviewing the recorded events.
Claim 11
Independent Claim
177 words
A method for receiving and routing multimedia communication events in a multimedia-capable call center, and making recordings of the events available to users, comprising steps of; (a) storing both text-based and non-text-based events involving the call center in a data repository; (b) preparing a text version of non-text communication events; (c) storing the text versions in the data repository related to the non-text versions; (d) receiving notification of an incoming non-text event by the user and the text-based version of the non-text event is mirrored and routed to the agent along with notification of the incoming event; (e) relating the stored files in one or more serial strings according to relational criteria; and (f) providing an interactive display interface on a computer video monitor, the interface adapted for displaying identifiers of the stored files, the identifiers arranged in a serial string according to the relational criteria, wherein the user, after receiving notification of the event along with the text version of non-text events selects identifiers, playing individual ones of the stored files, thereby reviewing the recorded events.
Claim 12
Dependent Claim
26 words
The method of claim 9 wherein in step (c) the identifiers comprise icons displayed on the computer video monitor, the icons arranged in a serial string.
Claim 13
Dependent Claim
22 words
The method of claim 9 further comprising a step for extracting information from text files, including the text versions of non-text files.
Claim 14
Dependent Claim
49 words
The method of claim 11 further comprising a step for relating informational files to text files, and therefore to non-text files associated with text files, wherein the informational files may also be accessed by the interactive display interface along with the recorded events and text versions of recorded events.
Claim 15
Dependent Claim
25 words
The method of claim 9 wherein the relational criteria include one or more of chronology, participants in an event, organizational affiliation, and single issue relationship.
Claim 16
Dependent Claim
21 words
The method of claim 9 wherein, in step (a) all communication events involving the call center are copied, related and stored.
Claim 17
Dependent Claim
18 words
The method of claim 14 wherein a text version of every non-text event is prepared, related and stored.
Claim 18
Dependent Claim
30 words
The method of claim 9 wherein events include one or more of e-mails, video-mails, faxes, file share, file transfers, video calls, chat sessions, DNT calls, COST calls, and voice mails.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2004-05-07 | 2004-11-06 | 2005-05-08 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2008-05-07 | 2008-11-06 | 2009-05-08 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2012-05-07 | 2012-11-06 | 2013-05-08 | $7700.00 | Window Closed / Lapsed |