专利内容由知识产权出版社提供
专利名称：METHOD AND APPARATUS FOR
DETERMINING AND INITIATING
INTERACTION DIRECTIONALITY WITHIN AMULTIMEDIA COMMUNICATION CENTER
发明人：BECK, Christopher, Clemmett,
Macleod,BERKE, Jonathan,
Michael,JOHNSTONE, Joel, A.,MITCHELL,Robin, Marie,POWERS, James, Karl,SIDELL,Mark, Franklin,KNUFF, Charles, Dazler
申请号：EP99960279.0申请日：19991110公开号：EP1131728A1公开日：20010912
摘要：A campaign module in a multimedia cal center has programmable dynamiccampaign module (DCM) for facilitating and monitoring outbound campaigns. The DCMcomprises an interaction-level monitoring function for monitoring interaction level of theMMCC according to programmed criteria, and comparing the real-time level with apreset threshold, a search and retrieve function for searching a data repository storingrecords of interactions and retrieving interaction data for specific interactions accordingto programmed criteria, a scripting function for selecting agents of the MMCC forparticipating in a campaign, and for preparing task lists for said agents; and an initiationfunction 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 theinteraction level falls below the preset threshold, the DCM launches and distributes tasklists to agents selected for a campaign.
申请人：Genesys Telecommunications Laboratories, Inc.
地址：11th Floor,1155 Market Street San Francisco, CA 94103 US
国籍：US
代理机构：Dreiss, Fuhlendorf, Steimle & Becker
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