최소 단어 이상 선택하여야 합니다.
최대 10 단어까지만 선택 가능합니다.
다음과 같은 기능을 한번의 로그인으로 사용 할 수 있습니다.
NTIS 바로가기다음과 같은 기능을 한번의 로그인으로 사용 할 수 있습니다.
DataON 바로가기다음과 같은 기능을 한번의 로그인으로 사용 할 수 있습니다.
Edison 바로가기다음과 같은 기능을 한번의 로그인으로 사용 할 수 있습니다.
Kafe 바로가기국가/구분 | United States(US) Patent 등록 |
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국제특허분류(IPC7판) |
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출원번호 | US-0370444 (2006-03-07) |
등록번호 | US-8971216 (2015-03-03) |
발명자 / 주소 |
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출원인 / 주소 |
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대리인 / 주소 |
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인용정보 | 피인용 횟수 : 3 인용 특허 : 1004 |
In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard is provided for active clients and updated periodically with information related to client transaction history with the MMCC. A connected client is presented by the wizard with a selective me
In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard is provided for active clients and updated periodically with information related to client transaction history with the MMCC. A connected client is presented by the wizard with a selective media function through which the client may a select a media type for interaction and help, and the MMCC will then re-contact the client through the selected media. The client, for example, may select IP or COST telephony, and the MMCC will place a call to the client to a number or IP address listed for the client, and interactivity will then be through an interactive voice response unit. Help information specific to a client is updated in the client's wizard periodically according to ongoing transaction history with the MMCC. The wizard may also monitor client activity with the wizard and make reports available to various persons.
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 vo
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. 2. The method of claim 1 wherein a further step (e) is provided allowing access to the data store to the transaction partners to retrieve and play the stored media transaction associated with the routed notification. 3. The method of claim 1, wherein in step (b) the original transaction is stored in the media type as received and the text version prepared and stored is related to the original stored transaction via one or more serial strings according to relational criteria. 4. The method of claim 1, wherein the text version of the transaction is both machine-readable and human readable at times displayed.
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