WO1999056229A1 - Method and apparatus for multiple agent commitment tracking and notification - Google Patents
Method and apparatus for multiple agent commitment tracking and notification Download PDFInfo
- Publication number
- WO1999056229A1 WO1999056229A1 PCT/US1999/008989 US9908989W WO9956229A1 WO 1999056229 A1 WO1999056229 A1 WO 1999056229A1 US 9908989 W US9908989 W US 9908989W WO 9956229 A1 WO9956229 A1 WO 9956229A1
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- commitment
- database
- response
- issue
- entities
- Prior art date
Links
Classifications
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/10—Office automation; Time management
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/38—Displays
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/42—Graphical user interfaces
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
- H04M2203/2072—Schedules, e.g. personal calendars
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2218—Call detail recording
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42221—Conversation recording systems
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
- H04M3/42323—PBX's with CTI arrangements
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
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- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
- Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y10S707/00—Data processing: database and file management or data structures
- Y10S707/99931—Database or file accessing
- Y10S707/99932—Access augmentation or optimizing
-
- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
- Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y10S707/00—Data processing: database and file management or data structures
- Y10S707/99941—Database schema or data structure
- Y10S707/99943—Generating database or data structure, e.g. via user interface
-
- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
- Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y10S707/00—Data processing: database and file management or data structures
- Y10S707/99941—Database schema or data structure
- Y10S707/99944—Object-oriented database structure
- Y10S707/99945—Object-oriented database structure processing
Abstract
Description
Claims
Priority Applications (4)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
CA002329999A CA2329999A1 (en) | 1998-04-30 | 1999-04-26 | Method and apparatus for multiple agent commitment tracking and notification |
AU38673/99A AU754948B2 (en) | 1998-04-30 | 1999-04-26 | Method and apparatus for multiple agent commitment tracking and notification |
JP2000546321A JP2002513186A (en) | 1998-04-30 | 1999-04-26 | Method and apparatus for tracking and notifying a multi-agent commitment |
EP99921471A EP1090363A4 (en) | 1998-04-30 | 1999-04-26 | Method and apparatus for multiple agent commitment tracking and notification |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US09/071,467 | 1998-04-30 | ||
US09/071,467 US6044368A (en) | 1998-04-30 | 1998-04-30 | Method and apparatus for multiple agent commitment tracking and notification |
Publications (1)
Publication Number | Publication Date |
---|---|
WO1999056229A1 true WO1999056229A1 (en) | 1999-11-04 |
Family
ID=22101517
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/US1999/008989 WO1999056229A1 (en) | 1998-04-30 | 1999-04-26 | Method and apparatus for multiple agent commitment tracking and notification |
Country Status (7)
Country | Link |
---|---|
US (5) | US6044368A (en) |
EP (1) | EP1090363A4 (en) |
JP (1) | JP2002513186A (en) |
CN (1) | CN1114881C (en) |
AU (1) | AU754948B2 (en) |
CA (1) | CA2329999A1 (en) |
WO (1) | WO1999056229A1 (en) |
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EP1125214A1 (en) * | 1998-09-11 | 2001-08-22 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center |
US8971216B2 (en) | 1998-09-11 | 2015-03-03 | Alcatel Lucent | Method for routing transactions between internal and external partners in a communication center |
US9002920B2 (en) | 1998-09-11 | 2015-04-07 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
US9008075B2 (en) | 2005-12-22 | 2015-04-14 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
USRE45583E1 (en) | 1999-12-01 | 2015-06-23 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network |
USRE45606E1 (en) | 1997-02-10 | 2015-07-07 | Genesys Telecommunications Laboratories, Inc. | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
USRE46060E1 (en) | 1997-02-10 | 2016-07-05 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
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US9553755B2 (en) | 1998-02-17 | 2017-01-24 | Genesys Telecommunications Laboratories, Inc. | Method for implementing and executing communication center routing strategies represented in extensible markup language |
USRE46438E1 (en) | 1999-09-24 | 2017-06-13 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
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Also Published As
Publication number | Publication date |
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US6557003B1 (en) | 2003-04-29 |
JP2002513186A (en) | 2002-05-08 |
EP1090363A4 (en) | 2004-11-17 |
US20060248043A1 (en) | 2006-11-02 |
US7076499B2 (en) | 2006-07-11 |
CN1114881C (en) | 2003-07-16 |
AU754948B2 (en) | 2002-11-28 |
CN1299487A (en) | 2001-06-13 |
US9747580B2 (en) | 2017-08-29 |
EP1090363A1 (en) | 2001-04-11 |
US20080052374A1 (en) | 2008-02-28 |
CA2329999A1 (en) | 1999-11-04 |
AU3867399A (en) | 1999-11-16 |
US20030195894A1 (en) | 2003-10-16 |
US6044368A (en) | 2000-03-28 |
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