Patent Number: 6,167,395

Title: Method and apparatus for creating specialized multimedia threads in a multimedia communication center

Abstract: In a multimedia call center (MMCC) supporting multiple channels and forms of communication and storing call center transactions in a data repository, a threading software application has a programming input for a user to enter association criteria, an access function that accesses at least stored data in the data repository, a search function that searches accessed data for association criteria, and notes those data entities that meet the association criteria; and a display function that display at least indicators of data entities meeting the association criteria. The threading application serves as a research toll for mining data repositories of the call center for information pertinent to business goals of the enterprise hosting the call center. IN some embodiments the application is capable of associating transactions occurring real time as well as stored data.

Inventors: Beck; Christopher Clemmett Macleod (Oceanside, CA), Berke; Jonathan Michael (San Diego, CA), Johnstone; Joel A. (San Diego, CA), Mitchell; Robin Marie (Cardiff, CA), Powers; James Karl (Carlsbad, CA), Sidell; Mark Franklin (Chapel Hill, NC), Knuff; Charles Dazler (Carlsbad, CA)

Assignee: Genesys Telecommunications Laboratories, Inc

International Classification: G06Q 10/00 (20060101); G06F 17/30 (20060101); H04L 29/08 (20060101); H04M 3/51 (20060101); H04M 3/50 (20060101); H04L 29/06 (20060101); H04M 3/56 (20060101); H04M 3/493 (20060101); H04M 3/487 (20060101); H04M 7/12 (20060101); H04M 3/42 (20060101); H04M 3/22 (20060101); G06F 017/30 ()

Expiration Date: 12/26/2017