Mark Andrew Sidell

US Patent:

6345305, Feb 5, 2002

Filed:

May 5, 2000

Appl. No.:

09/565254

Inventors:

Christopher Clemmett Macleod Beck - Oceanside CA
Jonathan Michael Berke - San Diego CA
Joel A Johnstone - San Diego CA
Robin Marie Mitchell - Cardiff CA
James Karl Powers - Carlsbad CA
Mark Franklin Sidell - Chapel Hill NC
Charles Dazler Knuff - Carlsbad CA

Assignee:

Genesys Telecommunications Laboratories, Inc. - San Francisco CA

International Classification:

G06F 15173

US Classification:

709242, 709238, 709224

Abstract:

A customer-interaction network operating system for managing interactions in a multimedia communication center has an external media layer for managing media contact between customers and the communication center, a workflow layer for processing customer interactions and routing events to enterprise agents and knowledge workers; and an internal media layer for managing media contact with the agents and knowledge workers. The workflow layer captures each transaction, prepares a text version of at least a portion of each non-text transaction, and extracts knowledge from the text transaction or text version of a non-text transaction to be stored in a knowledge base for later use in routing and other management functions. All transactions, text versions, and extracted knowledge is related in storage for future analysis and use.

US Patent:

6370508, Apr 9, 2002

Filed:

Oct 29, 1998

Appl. No.:

09/183395

Inventors:

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

Assignee:

Genesys Telecommunications Laboratories, Inc. - San Francisco CA

International Classification:

G06F 1700

US Classification:

705 1, 709224, 709100

Abstract:

In an operating system (OS) for a multimedia communications center (MMCC), an interactive process module (IPM) for accomplishing a process has a plurality of code sets, each adapted to completion of a specific task in the overall process, an input interface for providing one or more inputs to the IPM, and an output function for returning a result. The plurality of code sets are related by pre-requisite status, creating a required order of progression for the process, the process is initiated after being called by the OS and receiving required inputs, the IPM is adapted to interface with other OS modules for accessing and providing data, and upon completion of the last task the IPM returns the result. In one embodiment the IPM is represented by an interactive GANT chart. In a preferred embodiment a tool kit is provided for a programmer to create such IPMs to perform business processes.

US Patent:

6381640, Apr 30, 2002

Filed:

Feb 19, 1999

Appl. No.:

09/253277

Inventors:

Christopher Clemmett Macleod Beck - Oceanside CA
Jonathan Michael Berke - San Diego CA
Joel A Johnstone - San Diego CA
Robin Marie Mitchell - Cardiff CA
James Karl Powers - Carlsbad CA
Mark Franklin Sidell - Chapel Hill NC
Charles Dazler Knuff - Carksbad CA

Assignee:

Genesys Telecommunications Laboratories, Inc. - San Francisco CA

International Classification:

G06F 15173

US Classification:

709223, 709202, 709200, 709201, 709204, 709206, 709224, 709227, 705 8, 705 9, 705 10

Abstract:

In a multimedia call center (MMCC) an agent work presentation software model (AWPM) may be programmed to an individual agent or group of agents, and set to launch automatically each time an agent for whom the model is programmed logs on to the operating system of the MMCC. The AWPM has interfaces for accessing all necessary information to prepare agent work lists, such as agent skills, licenses, authorizations, waiting calls, and waiting work of other sorts, and automatically accesses the needed information and prepares a dynamic work list to an agent for the duration of a work session. Work lists are updated by the pertinent AWPM as each agent accomplishes tasks, and work-in-progress is updates as well. Many other tasks may be done as well, such as statistical updates, agent rating, alerts, and so on.

US Patent:

6539419, Mar 25, 2003

Filed:

Oct 24, 2001

Appl. No.:

10/001523

Inventors:

Christopher Clemmett Macleod Beck - Oceanside CA
Jonathan Michael Berke - San Diego CA
Joel A Johnstone - San Diego CA
Robin Marie Mitchell - Cardiff CA
James Karl Powers - Carlsbad CA
Mark Franklin Sidell - Chapel Hill NC
Charles Dazler Knuff - Carksbad CA

Assignee:

Genesys Telecommunications Laboratories, Inc. - Daly City CA

International Classification:

G06F 1516

US Classification:

709204, 709206, 709227, 370352, 379 8804

Abstract:

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 clients 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.

US Patent:

6718366, Apr 6, 2004

Filed:

Feb 11, 2002

Appl. No.:

10/074886

Inventors:

Christopher Clemmett Macleod Beck - Oceanside CA
Jonathan Michael Berke - San Diego CA
Joel A Johnstone - San Diego CA
Robin Marie Mitchell - Cardiff CA
James Karl Powers - Carlsbad CA
Mark Franklin Sidell - Chapel Hill NC
Charles Dazler Knuff - Carlsbad CA

Assignee:

Genesys Telecommunications Laboratories, Inc. - Daly City CA

International Classification:

G06F 1516

US Classification:

709204, 709206, 709227, 379 8804

Abstract:

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 clients 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.

US Patent:

6874119, Mar 29, 2005

Filed:

Oct 29, 1998

Appl. No.:

09/183551

Inventors:

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

Assignee:

Genesys Telecommunications Laboratories, Inc. - Daly City CA

International Classification:

G06F015/00

US Classification:

7155001, 345701, 707 1

Abstract:

An Interaction Object Model (IOM) Interface to a data repository includes objects representing files in the data repository; standardized information about each file, the information associated in the IOM with each object, and an updating interface communicating with the data repository, keeping objects conformal with the files in the data repository. An interaction interface to system function modules requiring data associated with the files in the data repository is provided, wherein through the interaction interface the system function modules are enabled to retrieve required data from the IOM without accessing the data files in the data repository directly. A principle use is in a multimedia call center, storing text and non-text transactions of the call center.

US Patent:

6910072, Jun 21, 2005

Filed:

Mar 20, 2003

Appl. No.:

10/394558

Inventors:

Christopher Clemmett Macleod Beck - Oceanside CA, US
Jonathan Michael Berke - San Diego CA, US
Joel A Johnstone - San Diego CA, US
Robin Marie Mitchell - Cardiff CA, US
James Karl Powers - Carlsbad CA, US
Mark Franklin Sidell - Chapel Hill NC, US
Charles Dazler Knuff - Carksbad CA, US

Assignee:

Genesys Telecommunications Laboratories, Inc. - Daly City CA

International Classification:

G06F015/173

US Classification:

709224, 709223, 709227, 709228, 709242, 709202, 709217, 709218, 709204, 709203, 370352, 37926509, 37926501, 37926505, 37926506, 37926507, 37926502

Abstract:

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.

US Patent:

7039857, May 2, 2006

Filed:

Oct 28, 1998

Appl. No.:

09/182745

Inventors:

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

Assignee:

Genesys Telecommunications Laboratories, Inc. - Daly City CA

International Classification:

G06F 15/00

US Classification:

7155001, 715723

Abstract:

A programming application for creating an Interactive Multimedia Application (IMA) which includes access to and rendering of multimedia files stored in a data repository has first selectable software modules providing functionality for an Interactive Multimedia Application other than access to and rendering of the multimedia files, and at least one selectable Interactive Multimedia Viewer (IMV) software module including a code set adapted to access and render media code from multimedia files stored in a data repository and an editable layer allowing a programmer to program limitations limiting access by the IMV to preselected media files. In the programming application the programmer, by selecting, including, and editing software modules the programmer is enabled to create the IMA. IVRs may access and render code of one multimedia type or more than one type, and are adapted to interact with other software modules in an application. Multimedia files stored in the data repository represent multimedia transactions, and are typically characterized with tags according to one or more of date, time, participants, file type, company affiliation of participants, subject or issue, and relationship to other multimedia files, and IMVs are limited through the editable layer to tags of the multimedia files.