US Patent No: 6,314,089

Number of patents in Portfolio can not be more than 2000

Creating and using an adaptable multiple-contact transaction object

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Abstract

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An object is dynamically created which contains all of the information relating to connections established during a transaction. This object also contains information and/or pointers to information which was used in a communication during the transaction. The object further contains tests for triggering events. When a triggering event occurs the connections are automatically re-established so that a further communication relating to a transaction may be accomplished with excellent efficiency and without any duplication of effort by an agent (including an electronic agent or device) to locate information which was located during the previous communication. The test is administered by a business process mediator, which invokes a business task mediator, which may invoke multiple lesser task mediators, each of which may invoke additional lesser task mediators. Task mediators perform functions ranging from a lower level function, such as detecting a dial tone, to a higher level function, such as connecting a customer to an agent and providing all relevant customer information to the agent. The calling of a higher level task mediator automatically invokes the calling of the lesser, lower level task mediators necessary to accomplish the specified task. Thus, the various task mediators automatically reconstruct the connections necessary to accomplish the further communications. The communications may be by telephone, conventional mail, facsimile, electronic mail, internet, wireless, satellite, cable TV, radio, or other means and may involve audio, video, text, facsimile or electronic mail documents, pictures, spreadsheets, etc.

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First Claim

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Patent Owner(s)

Patent OwnerAddressTotal Patents
ASPECT SOFTWARE, INC.WESTFORD, MA191

International Classification(s)

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  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Owen, James E Vancouver, WA 80 837
Szlam, Aleksander Alpharetta, GA 38 2262

Cited Art Landscape

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Patent Citation Ranking

Forward Cite Landscape

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