Rebecca Kay Phelps

US Patent:

20030126180, Jul 3, 2003

Filed:

Jan 3, 2002

Appl. No.:

10/037275

Inventors:

Frank Bogart - Boulder CO, US
Camille Gabriel - Baulkham Hills, AU
Sarah Kiefhaber - Boulder CO, US
Rebecca Phelps - Westminster CO, US

International Classification:

G06F007/00

US Classification:

709/100000

Abstract:

Each instance of communication (a contact) between a contact center and a customer of the contact center has its own contact record. Contact records of a customer that deal with the same matter are linked to a communication record that corresponds to that customer and matter.

US Patent:

6978247, Dec 20, 2005

Filed:

Jun 7, 2000

Appl. No.:

09/588963

Inventors:

Frank J. Bogart - Boulder CO, US
Camille Gabriel - Westminister CO, US
Sarah Hildebrandt Kiefhaber - Boulder CO, US
Gary S. King - Broomfield CO, US
Rebecca Kay Phelps - Westminster CO, US

Assignee:

Avaya Technology Corp. - Basking Ridge NJ

International Classification:

G06F017/60

US Classification:

705 8, 705 9, 705 7, 705 1

Abstract:

The architecture of a multimedia customer care center () is divided into three separate application layers: a contact layer (), a communications layer () and a business layer (). The contact layer comprises media-specific handlers () that manage their media-specific resources, connect customer contacts to resources () and report events, including status to the communications layer. The communication includes media-independent software () that manages shared resources, that tracks, accumulates, and reports events reported by the contact layer, and that directs handling of events by the contact layer according to business information. The business layer includes software () that provides an interface to the customer contact center for the business that is served by the center. It manages business services by supplying business information that defines the services and business goals to the communications layer, and generates reports from information accumulated by the communications layer. It effects scheduling and adherence tracking of resources.