Method and apparatus for determining and initiating interaction directionality within a multimedia communication center

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United States of America Patent

PATENT NO 6170011
SERIAL NO

09190960

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Abstract

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A campaign module in a multimedia cal center has programmable dynamic campaign module (DCM) for facilitating and monitoring outbound campaigns. The DCM comprises an interaction-level monitoring function for monitoring interaction level of the MMCC 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 MMCC 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 lists to the selected agents. During times of interaction level above the preset threshold the DCM searches the data repository, retrieves data, and prepares agent and task lists for a campaign, and when the interaction level falls below the preset threshold, the DCM launches and distributes task lists to agents selected for a campaign.

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Patent Owner(s)

Patent OwnerAddressTotal Patents
GENESYS TELECOMMUNICATIONS LABORATORIES, INC.SAN FRANCISCO, CA557

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Berke, Jonathan Michael San Diego, CA 20 3413
Johnstone, Joel A San Diego, CA 20 3435
Knuff, Charles Dazler Carlsbad, CA 28 3917
Macleod, Beck Christopher Clemmett Oceanside, CA 9 948
Mitchell, Robin Marie Cardiff, CA 20 3435
Powers, James Karl Carlsbad, CA 33 4156
Sidell, Mark Franklin Chapel Hill, NC 28 3939

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