CN1323421A - Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center - Google Patents

Abstract

A multimedia call center includes facility for storing copies of transactions associated with the call center in a data repository, relating the transactions according to specific criteria, and an interactive interface for a user to access the files from a graphic string of identifiers representing the files, and to play the files, thereby reviewing the actual transactions. In a preferred embodiment text versions of non-text events may be prepared and related to the non-text stored files in a manner that the related text files may also be selected and reviewed by use of the same interactive interface. By data extraction applied to the text files, the text files and the non-text files associated with some text files may be related to one another by relational criteria, and other informational files may also be related to the stored event files.

Description

The rule-based method and apparatus that communication is preserved and retrieved to multimedia interactive in a message center

The present invention relates to comprise the field of telecommunications of the The Interactive Multimedia Technology of all existing types, and more particularly, relate in a multimedia communication center, use existing business rules to preserve the method and apparatus of complete multimedia interactive communications records.

Please ask (CIP) in the part continuation of P3314PA in the common pending application process of the present patent application, and application P3314PA is the part continuation application (CIP) of common pending application P3313PA, here, these two applications all are used as reference.

In field of telephone communication, for many years, a lot of improvement have been carried out technically, more effectively under the environment of the call center that is carried, to utilize telephone communication.Great majority improve and to comprise telephone set and switch system are integrated in the such call center with computer hardware and software, computer hardware that the call center was equipped with and software are except can handling other incident, can also carry out route to call better, forwarding telephone calls and relevant information quickly, and the service that more can make customer satisfaction can be provided.This improvement that comes phone is carried out with computer technology is known as computer telephone integration (CTI) in technical field.

In general, the CTI of various different designs and purpose both realize can be in individual call intracardiac carrying out, and, in some cases, also can on the telephone network level, carry out.For example, the processor of operation CTI software application may be connected to telephone exchange, the Network Access Point in Service Control Point and general telephone network or the private telephone network.On call center's level, the processor that improves with CTI, data server, trading server, with similar equipment, be connected to telephone exchange, in some cases, be connected on the network layer on the similar CTI hardware, such connection normally realizes with a special digital link.CTI in a call center and other hardware are commonly referred to as customer rs premise equipment (CPE).In such call center, be that CTI processor and application software provide the enhancement function of computing machine for a call center.

In a call center that improves with CTI, be connected to a center telephone exchange machine at the phone of acting on behalf of platform, for example automatic call distributor (ACD) switch or a private branch exchange (PBX).This acts on behalf of platform also may be equipped with terminal, personal computer/video display unit (PC/VDU) for example, so that be equipped with the agency of such platform to conduct interviews to the data that are saved by telephone plant, and can connect the arrival caller.Such platform can be undertaken interconnected by PC/VDU with a Local Area Network.One or more data or trading server also can be connected to and be interconnected at together LAN with acting on behalf of platform.Typically, this LAN is connected to the CTI processor successively again, and this CTI processor is connected to the calling switch of this call center.

When calling out call center of arrival for one, no matter whether this calling is handled by a SCP, typically, the network provider should be able to inform the telephone number that dials the circuit of this phone the switch to receipt of call.In most of networks, this service can obtain by caller id information, and the form of caller id information can be a form in several forms, for example number identification (ANI) automatically.Typically, called number also can obtain by a service that is called called number identification service (DNIS).If this call center strengthens (CTI) with computing machine, this calling party's telephone number just can be used as a key word and come a customer information system (CIS) on the server from the network that is connected to this factorage platform to visit other information.Use this mode, the information that belongs to a calling can be provided to an agency, often is to give out as the form that a screen ejects.

In recent years, computer technology, the improvement in telephone plant and the basic network facility provides a lot of chances to improve telephone service in public exchange and the telephone for special use intelligent network.Similarly, independently an information and a data network promptly are called the internet, development, improvement in software engineering has produced a new mediaphone system with computer hardware, and in this field, this new mediaphone system has a lot of names.In this new system, call is simulated by multimedia computer equipment, and data, and for example voice data is used as the bag data and transmits through data network.In this system, be used for describing widely that this to come the term of analog telephone with computing machine be data network telephony (DTN).

For the purpose of naming and defining, the inventor wishes clearly to distinguish black phone here and is described phone or the data network telephony (DNT) that is called computer simulation here, and traditional phone is almost by all citizens enjoyed, provided by local call operator and several long distance telephone network supplier telephone service.Here, this traditional system is known as connection-oriented exchanging telephone (COST) system, no matter be improved with the improved or of no use CTI of CTI.

Computer simulation, perhaps the DNT system is by those uses and understand computing machine and the people of data network system is known.May, best DNT example is the telephone service that provides through the internet, the telephone service that provides through the internet is to be known as Internet protocol network phone (IPNT) till now the most widely and here, but it remains the subclass of DNT.

These two systems all use the signal that transmits through network link.In fact, be used for DNT, for example IPNT, realize through the local call line typically to the connection of data network, and be used to be connected to a for example ISP's (ISP) position.Its definition difference is that the COST phone may be considered to connection-oriented phone.In the COST system, dial and be connected calling by a specific dedicated path, and in the duration of this calling, all keep this access path.Bandwidth comes to this and is guaranteed.In a COST system, other is called out and data can not be shared a connected channel path.On the other hand, in a DNT system, this system is not special use or connection-oriented.That is, data comprise that voice data is used as packet and prepares, is sent out and receives through a data network.This packet shared network link, and may pass through different path and transformable routes.

In recent years, the technology relevant with reception with the transmission of carrying out packet in real-time DNT communication period carried out very big improvement, this has made company can mainly be the IPNT ability successfully with DNT, adds call center existing at present, that improve with CTI to.Such improvement, as described herein and be that the inventor is known, comprise the method for guaranteeing an employed available bandwidth of transaction or Quality of Service, use less bandwidth more effectively to organize, coding, compression and transmit improving mechanism and being used for using intelligently voice complementary technology and improved surge capability to come the method and apparatus of place of lost data of data.

Except Internet protocol (IPNT) is called out, a DNT call center also can share the medium of other form with the client who passes through its this system of computer access.Email, video-mail, fax, file-sharing, file transmits, video call, or the like all are medium forms of other form that can be used.The ability of this processing medium miscellaneous causes having produced the term multimedia communication center.A multimedia communication center can be the combination at a CTI and DNT center, perhaps can be to receive that COST calls out and is a DNT call center of a digital DNT form with the COST Call Transfer.In the back of this instructions, when relating to multimedia capabilities, the term message center is with the alternative terms call center.

In typical message center, internet usage connection and IPNT call out and realize DNT.Because this reason, IPNT and internet almost will be used in the following described example.However, it should be understood that this use is exemplary, and do not have any restricted.

In known system to the inventor, the IPNT of input call out one can the message center of process IP NT in processed and route, its disposal route and method for routing are very similar at one and carry out the intracardiac method of carrying out route that COST is called out in improved with CTI, and used similar or consistent routing rule, queue queue, or the like, except having related to two networks here.Call center with CTI and IPNT ability has utilized with what LAN was connected and has acted on behalf of platform, and each has the headphone and a transmitter or the telephone set that are connected to telephone exchange, and has a PC who is connected to transmission IPNT calling under most of situations through LAN.So under most of situations, IPNT calls out the PC that is routed to the agency, and traditional call is routed to agency's conventional telephone set or headphone and transmitter.Typically, must be to the calling of each type, no matter be that COST or IPNT realize independently circuit and equipment.

Partly be because for the IPNT ability being added in the call center that strengthens with CTI, need to increase supplementary equipment therefore, circuit, and FPDP, and this need increase extra-pay, so, at present each company to various forms of, old COST system and new IPNT system integration form are together tested.For example, by strengthening data server, interactive voice response unit (IVR), network with agency's connection, or the like, and follow the ability of Internet protocol by increase, can integrated data from any network, and need less equipment and circuit to realize the processing that data are carried out, preserve and transmit.But, represent that the main line of related separate network and IPNT network still need huge expense and maintenance.

Because commercial user and client can obtain much can support the new traffic product of various media types,, a message center contains diversity so must increasing a lot of application software.For example, e-mail program is used to compare with IP and is had different parameters.Compare with the COST calling, IP uses has different related protocols, or the like.For to Email, IP calls out, and COST calls out, and route is carried out in file-sharing or the like, just needs independently route system and/or software part.They then, must give training, so that can use the various application of supporting dissimilar mediums to the agency.

Be added to along with new media types on the ability of message center, the historical record of keeping in touch produces statistical report, produces routing rule and just becomes more complicated with similar work.In order to realize full multimedia communication and report, generally must increase additional hardware facility, server for example, processor, or the like.So, wish and to come according to enterprise's (commerce) rule with such method, interactive communication to all multimedia kinds is analyzed, record and route, can between media types and application type, providing seamlessly integrated, allow the agency to respond client's inquiry and problem intelligently and effectively thus.

At present, make continuously that a problem of the message center worries of prior art is that the agency can not follow the tracks of interactive type communication with the client with an orderly method.For example, if a specific client has the traffic issues that he had seeked advice to this center, desirablely be, preferably all can be all about the inquiry in past of this problem and response by known to the agency, so that do not repeat more information, perhaps even can avoid answering same information.

Can support client's legacy system to known some prior art system of present inventor, one of them in chronological sequence tactic, relevant with particular customer interactive communication historical record can be obtained by an agency or a plurality of agency of this message center by a database.This function typically through in an in chronological sequence tactic mode to inquiry with answer that the method put in order carries out, wherein this client has an identification string.But prior art system is only supported the text media of a few types, and for example Email is faxed, perhaps the document of other text.If an agency dials an IP to this client and calls out, perhaps possibly, in the process of handling the client who uses a replacement medium, obtain help from another agency, just must use manual intervention to upgrade client's transactions history record.This has produced a problem, and promptly this agency or a plurality of agency may forget information specific is input in this system.Under an incident of checking audit, this client's string may be incomplete, and can not reflect actual historical record and state definitely.

Clearly, needed is a multimedia finishing technique, this multimedia finishing technique can automatically be input to information in the customer interaction communication history record, when it has nothing to do with media types, and also needs the method that provides one to be used to retrieve and check audit.

In a preferred embodiment of the present invention, provide and be used for to handle associated multimedia incident in the multimedia call center at one, and allow the user can obtain a system of these incidents, this system comprises and is applicable to that keeping records relates to the text based of this call center and based on a database of the file of the incident of non-text; Be used to be recorded in all text baseds that this call center experiences and based on the register system of the incident of non-text; A system is used for the file of being correlated with and being saved with one or more serial character string according to maxim of relation; With an interactive display interface, be used to show the identifier that is saved file, these identifiers are arranged with the order of a serial according to a maxim of relation.Incident selecteed, that relate to this call center is recorded, and a user selecting identifier, can play one that is saved in the file independently, browses the incident that is recorded thus.

In this system, these identifiers may comprise and be displayed on an icon on the computer video monitor that these icons are aligned to a serial string.In addition, can also be useful on a system of the text version of preparing non-textual event, this system can also be used for such method text version being kept at the database that relates to non-text version, so that can visit this text version by interactive display interface.Another data extract facility can also be arranged, be used for comprising the text version of non-document file from the text information extraction.Another facility can also be provided, be used for message file relevant with text, so, the non-document file relevant with this text is relevant, wherein this message file can be visited by this interactive display interface, and can visit incident that is recorded and the text version that is recorded incident.

Maxim of relation can comprise time order and function order, the participant in incident, and one or more in the relation of membership credentials and single problem, but be not limited to these criterions.In some cases, all communication events that relate to this call center all are copied, relevant and preservation, and in some cases, a text version of each non-textual event is prepared, relevant and preservation.Incident may comprise Email, video-mail, and fax, file-sharing, file transmits, video call, chat sessions, DNT calls out, one or more in COST calling and the voice mail.

From another aspect of the present invention, provide a method can handle associated multimedia incident in the multimedia call center at one, and make the user can obtain these incidents, this method comprises step: (a) in being applicable to a database preserving multimedia file, preserve the text based that relates to the call center and based on the incident of non-text; (b) according to maxim of relation, the file of being correlated with and being saved with one or more serial character string; (c) on a computer video monitor, provide an interactive display interface, be applicable to and show the identifier that is saved file, these identifiers are arranged with the order of a serial according to maxim of relation, one of them user is selecting identifier, can play one that is saved in the file independently, browse the incident that is recorded thus.

In this method, in step (c), these identifiers can comprise and be displayed on an icon on the computer video monitor that these icons are aligned to a serial string.In addition, can also be useful on a step of the text version of preparing non-textual event, this step can also be used for such method text version being kept at the database that relates to non-text version, so that can visit this text version by interactive display interface.Another step can also be arranged, be used for comprising the text version of non-document file from the text information extraction.Another step can also be provided, be used for message file relevant with text, so, the non-document file relevant with this text is relevant, wherein this message file can be visited by this interactive display interface, and can visit incident that is recorded and the text version that is recorded incident.

In this method, maxim of relation can comprise time order and function order, the participant in incident, and one or more in the relation of membership credentials and single problem, but other criterion can also be arranged.In some cases, in step (a), all communication events that relate to this call center all are copied, relevant and preservation.A text version of each non-textual event is prepared, relevant and preservation.In addition, incident may comprise Email, video-mail, and fax, file-sharing, file transmits, video call, chat sessions, DNT calls out, one or more in COST calling and the voice mail.

In this multimedia call center system, in the method that goes through below, for the client of a call center and the employee that works in a call center provide in the prior art can not obtainable function, a widely used and extremely efficient multimedia call center is provided.

Fig. 1 uses a figure who carries out an improved multimedia communication center according to a network operating system of an embodiment of the invention.

Fig. 2 shows according to an embodiment of the invention, a block diagram of the basic layer of a customer interaction operating system.

Fig. 3 be the network operating system of displayed map 2 performed with business partner between a flow graph of the relevant basic step of the mutual transaction finished.

Fig. 4 shows according to an embodiment of the invention a block diagram of proxy deskside surface function.

Fig. 5 is according to an embodiment of the invention, a block diagram of the customer interface of an exemplary WEB form.

Fig. 6 shows that medium is represented a flow graph with the customer interface logic step according to an embodiment of the invention.

Fig. 7 is according to an embodiment of the invention, an exemplary overview figure of a multimedia interactive saved system in a message center.

Fig. 8 shows according to an embodiment of the invention, a block diagram of database relation, Fig. 7 between the text box that is organized and they and the multimedia that is saved.

Fig. 9 shows when according to an embodiment of the invention, handles flow graph for one that sets up that be organized, the logic step that adopted during about the multimedia communication historical record of message center interactive communication.

Fig. 1 uses according to a network operating system of an embodiment of the invention to carry out an improved multimedia communication center.A telephone network structure 11 comprises a message center 17 by enterprise's acknowledgement of consignment, in this example, this message center 17 by enterprise's acknowledgement of consignment is connected to a public exchanging telephone network (PSTN) 13, with a wide area network (WAN) 15, this wide area network 15 can be public internet or other digital network, for example internal network of a company.

In this specific embodiment, message center 17 handles traditional call and data network telephony (DNT) is called out, that traditional call can be classified as is connection-oriented, call out based on the phone (COST) of exchange, and data network telephony calling (DNT) can be through the DNT calling of a special digital network or according to an agreement, for example calling of well-known Internet protocol.DNT calls out and is characterised in that data are used as the packet that is addressed and send, and this is opposite with the special use connection during COST calls out.As represented, PSTN13 can be a dedicated network, rather than a public network.WAN15 can be the internal network of a company, internet, the perhaps WAN network of well-known other type in this field.Call out transmission and integrated ad hoc approach and the purpose of the present invention in call center and do not have special relation.The open particular problem of being discussed between telephone set and computing machine can adopt diverse ways to realize, this is relevant with actual system, and still, for the purposes of the present disclosure, they look like equivalent.

Input COST calls out a network level telephone exchange machine 19 that arrives in the network cloud 13, and is connected to a central telephone exchange apparatus 27 of message center 17 inside through relaying 23.From exchange apparatus 27, call out quilt according to existing routing rule, be routed to through internal connection 25 and lay respectively at agent station 31,33,35 and 37 agency's telephone set 47,49,51 and 53.

Input DNT calls out and other communication event, and Email for example, file transmit and similar incident, arrive a routing node 21 among the WAN 15, and connects 25 routing servers 29 that are sent to message center 17 inside through numeral.Arrived routing server 29 in case call out, in some embodiments, they may be routed to personal computer/video display unit (PC/VDU) through LAN 55 according to existing routing rule, for example lay respectively at agent station 31,33,35 and 37 PC/VDU 39,41,43, perhaps 45.

In this embodiment, the telephone set 47-53 that is connected to switch is also through a headphone and transmitter, according to the known technical battery of present inventor is received PC/VDU 39-45, and realizes through an I/O cable.After being connected like this, the agency can use identical headphone and transmitter that input COST and DNT calling are responded.

In this exemplary, shown system and call center, equipment and application are applicable to that acting on behalf of platform at each provides multimedia operations, so the agency can use a lot of diverse ways and client to carry out interactive communication, this is well-known in the multimedia communication technology field.

In this embodiment, computer telephone integration (CTI) improves and is provided among message center 17 and the PSTN13.For example, in PSTN13, a processor 61 of a CTI application example of operation, passed through CTI link 65 and be connected to telephone exchange 19 for the present inventor is called a T server (TS) and a statistical server (Stat).An ip intelligent peripherals 59 of an interactive voice response unit (IVR) form connects 63 through data and is connected to processor 61.Similarly CTI equipment is displayed on message center 17 inside.Promptly, a processor 67 of operation TS and Stat example is connected to telephone exchange 27 through CTI link 71, an IVR 69 connects 73 through data and is connected to processor 67, and processor 67 further is connected to Local Area Network 55 of message center 17 inside.

In the embodiment that substitutes, a CTI processor 22 also can be arranged, this CTI processor 22 and is connected to server 21 through a CTI link 24 in WAN15.In addition, in some embodiments, one independently data network 66 connect these CTI processors.Use this method, can be through consultation and in network layer from the instruction of message center 17, carry out intelligent route.

These those of skill in the art should be understood that as described in front just now the CTI enhancing can reside on the processor of PSTN13, and can reside on the processor of message center 17, and can not depart from the spirit and scope of the present invention.For the convenience that illustrates, make different processors have different functions in the inventor's description here.These those of skill in the art also should be understood that and can act on behalf of that platform more manys than 4 in the shown message center 17 or still less, and can use a plurality of methods to arrange hardware and software.In addition, home agent can use a plurality of methods to be connected to the call center.

In a preferred embodiment of the present invention, a customer interaction formula network operating system, after this be called term (CINOS), be provided, message center 17 is managed being used for, and be used for being optimized and record coming automatic network 13 to communicate by letter with all agency/customer interactions 15, that arrive message center 17.The uniqueness characteristic of CINOS is that it is a multilayer, object-oriented and towards the system that handles, and wherein uses the structure based on knowledge to realize the logic relevant with the various aspects of its function with object model.The various functions of CINOS as describing more fully below, comprise seizures (record), analyze, and route, and under a lot of situations is passed through automated procedure pair and responded with the client that enterprise's (carrying the company of this message center) carries out interactive communication.CINOS be applicable to support planned communication media, for example multimedia DNT uses, and comprises Email, video-mail, file transmits, chat sessions, IP are called out and CTI COST transaction, audio call for example, voice mail, fax or the like.

Again with reference to figure 1, CINOS has utilized the various machines that connect with LAN, carries out various operations now.In various hardware embodiments, have and be applicable to the multimedia server (MIS) 79 physically preserving all multimedia transaction and all multimedia transaction are served, be applicable to the physically preservation information relevant with the client, purchase history for example, financial situation, product hobby, contact details or the like, and the customer information system server (CIS) 57 of these information relevant with the client is provided.The main frame position that a central server (COS) 77 is used (note in the text ball) as a CINOS supvr, in fact, it is that all operations of this system of control and the father of function use that the CINOS supvr uses.

Except the machine of above-mentioned, resident CINOS routine, for example, each PC/VDU, for example PC/VDU39 has a CINOS client desktop interface or is applicable to father and uses the client application (not showing) of carrying out interactive communication.In addition, each provides the machine of specific special function for message center 17, for example be connected to the CTI processor of switch, IVR, the example that equipment relevant with other is resident CINOS application programming interfaces (API) carries out seamlessly integrated with the different parameters that message center 17 inner employed various media types are adopted with the person's of one-tenth agreement to the application of various plans.Such program also can be simultaneously resident, perhaps with array configuration by resident, perhaps themselves is resident separately.In addition, in order to obtain more performance, may have additional dedicated network link between these servers, but in essence, they only are in order to improve performance, so, for clear, only shown a simple network.

As previously described, CINOS comprises the structure of a multilayer.This unique structure comprises an external medium layer that is used for carrying out with this client or business contact interface communication, be used to carry out routing decision, tissue from workflow layer dynamic response, record transaction or the like be used for carrying out interface communication or an inner medium layer of interface communication is provided with an agency or skilled worker.The notion of an innovation relevant with CINOS relates to the transaction module of tool usingization, and knowledge data base and other object model are with the elementary instruction as its various functions.These modeled notion conventions can bind together mutually, and can edit at an easy rate to provide one can meet framework any actual transaction logic, customization.

In shirtsleeve operation, and after the route of any network layer, comprise that the COST calling and the DNT of other medium incident calls out telephone exchange 27 and the routing server 29 that arrives respectively in the message center 17.The route of network layer, as defined herein, comprising can be by processor 59,61 and 22 any intelligent embodiment that substitute and offer help.Carry out load balancing between a plurality of message centers, connecting 66 customer datas that obtained in the network layer transmission through data network will be the example of this network layer route.

In case call out or other communication event is registered on the switch 27 or on the routing server 29, CINOS is the media types relevant with this calling of identification immediately just, and begins the processing that it carries out according to business rules for one.For example, a real-time COST calls out and may at first be routed to IVR69, and this client can be provided various selections thus, for example stay next speech message, in formation, wait for, receive the calling of a callback, perhaps may be an Email, or the like.In this example, the interactive communication that IVR69 carried out preferably will be undertaken by well-known speech recognition technology in this technical field, still, also can be undertaken by the response of button tone or other known method.As previously described, this caller can select from some options, for example hang on this phone and wait for next possible agency, select one from dynamic response, for example a callback is faxed, perhaps may be to initiate response by the agency afterwards, for example send an Email or clawback and make a call one.Under all situations, CINOS seamlessly handles and the needed logic of complete this caller's purpose, and its mode and medium and application are irrelevant.

The disposal route of DNT incident and disposal route to real-time caller described above are identical basically.For example, IP calls out can be routed to the numeral that equivalence is an IVR, carrying out interactive communication or to wait for next idle agency, or the like.In one embodiment, IVR69 goes for handling simultaneously COST and DNT interactive communication.

The interactive communication that all and real-time external medium are carried out, comprise actual, text based incident, no matter it is real-time or is not real-time, all be recorded and be kept among the MIS79, and be recorded and the relevant text version of preserving that is saved medium that has, and become the part of the whole contact historical record that is organized.This can be according to existing parameter, and for example media types uses a plurality of methods to finish, no matter whether whole event is one call out in real time, or the like.For example, CINOS can carry out an order, comes order IVR69 COST calling to an input during carrying out interactive communication with the client to carry out digital recording, and the voice record with this interactive communication is kept among the MIS79 then.A text version of record, or pass through speech-to-text switch technology (technology of having known in this field) simultaneously and from voice record, produced, or carry out manual note through a real-time attendant and produce, can be sent to DB79 and be stored among the DB79.An IPNT who arrives routing server 29 calls out and can be write down similarly and be kept among the MIS79, the text version that a relevant interactive communication record is arranged that is saved in MIS79 simultaneously.Email, audio call, voice mail or the like all are carried out similar processing.For example, an input Email is stored in the MIS server 79, is kept at Email and can be extracted out from the text of Email.

The purpose of the text version of incident has two aspects.At first, complete, text based, can be carried out editor about the interactive communication historical record of message center 17, and can accessed afterwards and audit.The second, in some cases, the agency or the workman of skilled knowledge he receive this incident be routed notice in, just can see the text version of this incident.Use this method, an agency can carry out spiritual preparation before replying a calling.The text version of an incident must be that machine can be discerned, and when showing, can be read by the people.With the browser of interactive communication media independent be a part of acting on behalf of client applications, can be used to propagate when beginning can not be by the information that the people read.

Here, be important to note that, an incident, the text based version can be or can not be of an actual agent incident complete with reproduction of verbatim account.For example, an Email may comprise a lot of documents, and each document has a lot of page of text.So, a specific e-mail incident, the text based version can comprise this name and simply about this author, purchase order and the detail items of exercise question tabulation of subsidiary document and main contents or summary and possible manual note.The annex of this Email can be preserved respectively, also can be carried out cross-index and retrieve.When this incident is routed to an agency's desktop, and when seeing this purchase order, just telling this to act on behalf of this Email is a very important Email.

A fax, may be used as a bit mapping document during beginning and be saved, can in this system, be converted into text through optical identification (OCR) technology, wherein sometimes, only specific content, author's contact details for example, the substance of fax and have the special number or the code that are included in the original fax and be recorded in 79, sometimes with a text version, whole text is carried out OCR, and original fax intactly is kept among the DB 79.Analyze the part that this code that comes out or numeral may be unique coded systems setting up of enterprise especially from actual agent, the client is directed into the order at them thus, comprises such coding or number in services request or the like.

Text message is analyzed by the known text analyzer technology of present inventor is finished.In the type of other non-text medium, for example video or figure, as previously mentioned, descriptive note can be filled in by real-time attendant, and is stored among the DB79.Speech recognition technology also can be used in the situation of the video that has write down sound or band sound.Like this, just can be according to business rules, write down all interactive communications, and it is irrelevant with media types, be converted into text and be stored among the DB79 if not all the elements of this interactive communication, its content that is recorded is a significant part in the content at least, and has write down this incident.In addition, the importance of text-converted is that the knowledge of the interactive communication that is extracted is the code that machine can be operated here, and this allows to search and carry out cross-index, otherwise this is impossible.

From queuing, after record and preservation or the like aspect was analyzed and handled incoming event, CINOS determined the dispense path of each incident.For example, the real-time calling in formation is routed to real-time agency, if can find idle agency, and if this be priority action in the business rules.Email or be used a pressure technology (push technology) and be routed to next idle agency, perhaps be kept at simply in the MIS server 79, in MIS server 79, the agency that this Email can be received notice retrieves.The incident that is recorded, for example the IVR voice request is stored in the MIS server 79, and they can be by proxy retrieves there, or the like.

By using route and route notification event, can perhaps according to any other rule-based method for routing, use LAN 55 that any medium is routed to a suitable agency according to technical ability.The agency can be arbitrarily or according to certain rule, the actual multi-media events of visit from MIS server 79, and the text version that is stored in these incidents among the DB 79 can be routed to this agency by mirror image and with the notice of incoming event.

CINOS can carry out other service, for example by initiating automatic fax response, do not need the agency to participate in that wherein just request responds to medium, outwards call, wherein give this client with the information that is write down about an order that the client provided, or the like.Several business parnters, the client, the agency, or the like between commerce or the networking of chat application be possible, wherein each inlet (entry) is used as the part that clue is discussed and is kept among the DB79, this discusses the response that clue comprises another media types, may be in the course of discussion initiated by the agency of a message center, to one that discusses among the participant.

As a general rule, multimedia is preserved and is preserved in a high capacity storage server completely, and is connected by the cross-index to this database.Relevant with this transaction model, completely text or only the part note be stored in the database, or their combination is stored in the database, for example according to media types.

Except support scope very wide application and agreement, CINOS have be used to set up with media independent, be applicable to the instrument of dealing with problems and reducing the self-service guide of problem.Similarly, provide outside and inner interactive communication medium browser, and be applicable to the selection of supporting any media types.

CINOS uses well-known object model and chained technology in this field, realizes that most of giving carry out an enterprise agential of work or have the workman of professional knowledge that the purpose of a seamless customer interaction communication is provided in a message center (for example the center 17).For example, an interactive communication object model (IOM) expression is to being stored in a copy of all the interactive communication historical records among the DB79, and an audit-trail to the stateful transaction of all interactive communications is provided.An interactive communication transaction module (IPM) has controlled how processed incident is in this operating system.

An additional model set is used to handle the agency and how receives its medium that is routed, and for example is through traditional pressing mold type, mixes the pressing mold type, publishes and subscribe model, perhaps interrupt model.Also can realize interactive communication is carried out the division of priority by changing the theme or the scheme of pressing.For example, traditional, be used for the technology that Email is pressed into is meaned that an agency only handles Email (media types).By pressing mold type and publication and subscribe model are mixed together use, just produced interrupt model, wherein this agency can subscribe to the various mediums that are routed, answer calls for example, with fax is responded, but can be by another important interactive communication of another media types, for example Email or the like interrupts.Use this method, an agency's time can automatically be utilized by according to business rules.

Can use a single regular collection knowledge base, preferred according to business rules and medium, dispose outside activity.The instrument set of this single outside activity can be used to the dialing through predictability, and Email is pressed into, and recording messages or the like is initiated client's dialogue automatically.

These those of skill in the art will be very clear, and common object model (COM) in fact can be used to produce the model that is used for any kind under any type of business situation.Present inventor's purpose provides known in the field application control code, sets up processing and object model and enables link and interactive communication between the model.As previously described, some reasons are such facts, and CINOS uses various models and knowledge base to realize desirable, as to surpass prior art systems interactive communication.The present inventor knows, also do not have such network interface system to be based on technology described above.

Can use some different topological structures to realize CINOS.For example, CINOS may be implemented as a concentrated topological structure, a message center is wherein only arranged, as shown in Figure 1, also may be implemented as a distributed topology, wherein a single message center has occupied a plurality of physical locations, may be implemented as the message center of a segmentation, wherein single agency's group provides service to more than one company or customers, perhaps may be implemented as a wide-area communication network, wherein a plurality of message centers, for example message center 17 together cooperation provide service to common customers or client storehouse.Commercial enterprise, the financial institution that for example has the message center of much separating on the geographic position can use the CINOS structure with the distributed method realization of standard to set up whole network system.This does not have any restriction to the type of business of using CINOS, can actually comprise any network structure that is connected to a message center with DNT ability because it can become with instrument.

These those of skill in the art will be very clear, the CINOS routine of various embodiments can be included in network layer and realize in network layer according to the present invention, and can not depart from the spirit and scope of the present invention, for example at processor 61, with be implemented in the IVR59 among the PSTN13, perhaps in the routing node 12 of WAN11, be implemented.

Fig. 2 shows according to an embodiment of the invention, a block diagram of the basic layer of network operating system.Described as earlier in respect of figures 1, CINOS comprises 3 basic operation layers.They are 83, one workflow layer 85 of an external medium layer and an inner medium layer 87.External medium layer 83 directly and client or commercial user or affiliate carry out interactive communication, as shown, for example pass through client a and b and the c of commercial accounts.Four-headed arrow below each above-mentioned participant has shown the participant who carries out interactive communication at client's side and CINOS.

In one embodiment, external medium layer 83 may be a multiaspect, based on self-service interface WWW, that news information is provided, and be one and can preserve the main frame that is carried out other service of personalized customization by the client.From a lot of aspects, in this embodiment, external medium layer 83 and a Web-browser are similar.

Workflow layer 85 comprises 3 basic function classifications since a content analysis classification 89, wherein can carry out text analyzing, speech analysis, IVR interactive communication, record and preservation.Next classification is the contextual analysis 91 of context.The contextual analysis of context comprises that the client discerns, the binding of issued transaction, and the preparation of route, or the like.One the 3rd classification is called interactive communication route 93, and it comprises and interactive communication is offered the agency, and the attendant has the workman of professional knowledge, business partner, client and similarly, the various processing that promptly all trade partners are relevant.Classification 93 comprises queuing, based on the route of technical ability, handles automatically, and Work flow model, or the like.

Inner medium layer 87 comprises that not having one of demonstration among Fig. 1 acts on behalf of desktop interface, but this will obtain describing in detail in the back.That exterior layer 83 and interior layer 87 include is needed, be used to enable with medium and use the instrument of irrelevant interface, the interface that has nothing to do with medium and application is a self-service guide for example described above, medium browser and other pass through business rules and expectant control.

In many other options, inner medium layer 87 provides about this client or the information of getting in touch with this client for an agency, about current and information historic transaction, about the information that concerns between current interactive communication and they and the issued transaction, with a knowledge base, to guide this agency or to have the workman of professional knowledge to carry out interactive communication response and workflow.A workman c who acts on behalf of a and b and one and have professional knowledge here is shown as with system and carries out interactive communication, is shown as four-headed arrow here.The technician will recognize that these only are examples, and more people can be arranged, and in some cases, interactive communication can be routed to machine to respond.

These those of skill in the art are very clear, and the sandwich construction of CINOS for example is shown here, can comprise more or different steps or processing, and can not depart from the spirit and scope of the present invention.

Fig. 3 is a flow graph of the basic step that shown that the interactive communication operating system of Fig. 2 is performed, relevant with finish a transaction carrying out between a client and agency, and wherein this transaction is initiated by this client.Initiate also can realize similar step on the reverse direction of interactive communication that because this system is two-way, still, example of the present invention will only be used for showing this system notion of the present invention an agency.In step 95, an input transaction is for example called out for one in real time, an Email, or the like, a CINOS message center, for example be received on appropriate C TI switch (COST) or the routing server (DNT) in the center 17.In step 97, client and media types are identified, and proceed interactive communication.

All transaction are no matter be real-time calling, for example video call, DNT calls out and COST calls out, or the text based document, for example Email all is recorded and is kept at one or more by in the handled mass-memory unit of one or more database application.This can be the server 79 of Fig. 1, although the figure among Fig. 1 is exemplary.

A fundamental purpose of the present invention is to extract maximum information from each transaction, sets up and can be used to carry out dynamic management and the analysis in future and a knowledge base of exploitation.This finishes with data acquisition technology basically, and data acquisition technology can be used for the manipulable code of machine, i.e. text.Because the essence of information extraction, so on the method for handling calling in real time and text based medium, there are differences.

Judgement about the differentiation of the text essence of medium is carried out in step 99.If the selected medium of this client has been based on text, then, this transaction just is registered as and is received (101), and a data collection application extracts important information in step 103, and this important information is kept in the knowledge base.The different piece and the version of transaction, for example the version of raw readings is relevant mutually with any data that are extracted, and it is relevant with other knowledge that is saved previously, and become and the part that is organized the interactive communication historical record that ongoing transaction is relevant, and become an as a whole part of accepting historical record at last.

If judge the selected medium of this client in step 99 is a real-time interactive communication, and for example COST or IPNT call out, then, the knowledge base that existed of visit just in step 107, and this calling is routed to only agency.Certainly, this can realize with SOME METHODS, and ADC for example to the known route based on technical ability of present inventor, is sent to an IVR handling automatically, or the like, desired as business rules.If route to an agency, customer information just can be come out by retrieval from CIS server 57 (Fig. 1), and is sent to agency's PC, and also can provide suitable description to instruct an agency who carries out interactive communication with this caller.

In step 109, when actual transaction has taken place, just write down the transaction of this reality, be that the record of this transaction may be the record of a video or the record of an audio frequency, or the two mixing under the situation of calling out in real time.Preferably, this record is digitized.

In step 111, from the transaction of this reality, prepare out the text version of a maximum.The ability of finishing this work depends on the complexity of this system on certain degree.This is handled also and can add notes with a people to carry out note the same simple, perhaps also can be with when this transaction take place, and use the conversion application of a speech-to-text to prepare a same complexity of text version completely.

In step 113, this text version is carried out data collection and analysis, the knowledge that is produced is stored in the suitable knowledge base, prepares against in the future and uses, and be added in the whole record with suitable cross-index.

These those of skill in the art are very clear, may have a lot of routines that comprise the various steps that are used to carry out the different disposal process that determines by business rules, in a lot of other considered, this business rules is similarly according to company's type, product and/or type of service, the structure of message center, whether this system architecture is centralized or distributed, or the like and change.Embodiment described herein only means it is the basic example that and the CINOS of an incoming event handle relevant processing capacity.

Fig. 4 shows according to an embodiment of the invention a block diagram of agency's desktop function.An agency's desktop client 115 is the parts in the CINOS one-piece construction, make a workman who acts on behalf of or have professional knowledge can be to his or his, carry out interface communication with this system's remainder and be configured and control with interface that external medium is carried out interface communication.Client 115 can carry out personalized customization according to a specific proxy parameter.The outward appearance of a desktop interface 117 and function more resemble a Web-browser that is carried out personalized customization, and it comprises a lot of attributes relevant with network capabilities, and network capabilities comprises full multimedia function, the Software tool bag, and link and embedded ability, or the like.

A HTML client applications 119 monitors network capabilities noted earlier.In this embodiment, for example, 119 uses of HTML client applications are that a http protocol and internet information servers 121 of standard communicates.If client applications 119 has been provided minimum configuration, just can makes and be used for carrying out full multimedia function with an Internet-browser.Under some embodiment, if client applications 119 has been provided a maximum configured, it is exactly one and has the Web-browser function completely, Full Featured client applications.For example, an agency can produce the WWW form, World Wide Web page, and embedded Control, and these are edited in the form or the page such, based on WWW, so that specific customer interaction communication mechanism to be provided, and has a global function navigational tool under its domination, realizing.

In another embodiment, server 121 can be a server or the online server of the WAN of company on the dedicated network, rather than an Internet Server.But in a preferred implementation, the server of any number on the internet and/or that be linked to a WAN rather than internet can communicate with client applications 119, when it supports all existing and known communication protocols.

A windows client applications 123 is provided, will have acted on behalf of existing application program on the PC and web application and processing and carry out integrated.This can be used for setting up by comprising, integrated and desktop tool software packages 125 needed all controls of this interface of customization are realized.

An affairs logical layer comprises transaction object model 129, after this is known as transaction object 129, transaction object 129 expression contact methods, and interactive communication, knowledge base, incident, route is handled and other system routine.Integrated and the interactive communication of various described desktop parts and these logics is finished by common object model (COM), and COM knows in this technical field, and can be obtained by the present inventor.Desktop is by finishing with a CTI instrument set or kit (not showing) control that provide or that produce to the integrated of CTI.For example, if this enterprise wishes voice and Email are mixed, just use the CTI kit to set up and integrated this interface.

Existing network application, CIS for example, Enterprise Resources Planning (ERP), commerce and similarly use COM and various transaction object carries out interactive communication, and also use the database of ODBC and SQL and a physics to carry out interactive communication.

Customer interface medium window

According to a preferred embodiment of the present invention, one strengthens multimedia communication center, the center 17 of Fig. 1 for example, the client can be controlled by a customer-oriented medium interface the visit of CINOS, by this customer-oriented medium interface, can discern the client and even classify according to a lot of criterions.In some cases, can perhaps, for example be thought suitable criteria, control this visit by subscribing to by this enterprise according to the criterion of other authentication credential.For example, if this enterprise is the investment club of a member system, just need membership.Sorting criterion can comprise the demographic information, income level for example, the credit worthiness historical record, perhaps any other, can be quantized and can be used to attribute that a client is classified.

Accessing points of being controlled by enterprise is defined as an interface window or in one network, is produced and maintained inlet a typical client entrance, as well-known in this field.The form of such interface can be a customer interface based on WWW (World Wide Web page), an interactive voice response (IVR) unit, a Service Control Point is perhaps as well-known in this field, some other customer-oriented system or device.

For the purpose of this instructions, as an example of a preferred implementation, shown one that controlled by enterprise, based on the visit of WWW form and an example of interface window.The present inventor recognizes that such interface should be that best media-options can expertly be provided, can be visited by a lot of clients or customer database simultaneously.

Fig. 5 is according to a preferred embodiment of the present invention, a block diagram based on the customer interface of WWW form.After this web interface form 133 is known as access window 133, is provided and as the part of enterprise's World Wide Web page, it can be accessed by internet link and navigation, as well-known in this field.Window 133 is parts of CINOS software configuration described above, and represents that any and this acknowledgement of consignment enterprise carries out the initialization procedure that the client carried out of interactive communication.A WWW counter 143 is provided and is used to record the access times of window 133.

The COM code that uses the present inventor to obtain is set up and editor 133, typically, can be applicable to this COM code of discovery in the tool software bag that produces interactive demonstration on a World Wide Web page.Such tool software bag can be positioned on an agency's the desktop, or an agency's HTML client applications, for example the part of the client applications 119 of Fig. 4.In one embodiment, it can be the part of system manager's tool software bag.

Window 133 comprises the interactive options of various classifications of direct sensing and function.For example, new client portion 135 comprise with the activation customer database that a new client is added to this enterprise in relevant interactive options.A customer service part 137 comprises the interactive options that is provided for the existing client that need serve.New order part 139 comprises the interactive options that is provided for the existing client who wishes to carry out new commercial order.

Each interactive options that is provided be have suitable, embedded to of the link of other system realm of CINOS, can carry out function, other system realm of CINOS is for example relevant with the interactive communication that is performed subsequently zone, for example with the service that is provided, the route routine, database search, the relevant zone of interactive communication record or the like.

One of window 133 innovation function is to provide front-end control to existing and potential client/user to the visit of this enterprise.For example, as a client, contact person or potential client are when being carried out interactive communication by various mediums that enterprise provided and function choosing-item in window 133, he or she like this by according to the business rules channeling conduct, so that he or she at first is carried out qualification authentication and whether can patronizes this enterprise with decision.The second, can come this contact person is classified and sorts according to the client's who is awarded qualification type.The 3rd, the media-options that enterprise is selected in advance for the various services that provide is provided this of contact person people, and the various services that provided include, but are not limited to route real-time, interactive communications or the like.

In a preferred embodiment of the present invention, can it should be noted that the purpose of this customization is in order to allow enterprise be benefited, and finally allows the client be benefited according to customer data and business rules to access window 133 full customizations.That is, the option of this client in window 133 is that this enterprise is partly according to about this client's data, about the details of this client communications devices and software with business rules is selected in advance with restriction and to carrying enterprise's preferred option.In some embodiments, this client will help window 133 is carried out customization.But, provide service as the desirable mode of this enterprise with a high performance-price ratio, under most of situations, this client will be provided this preferred option of institute of enterprise.

In order to be further detailed, with reference now to new client portion 135.If window 133 is parts of this enterprise's World Wide Web page, the situation in this example comes to this, a lot of visitors to this World Wide Web page will be arranged, wherein have granted in advance by enterprise and be not awarded qualification.So interested people will begin (with being limited in this) and carry out a new customer survey, as shown in part 135 options.If first step that this business rules needs is it, then, only after having finished this investigation, just enable other option.By selecting new customer survey, one second window may comprise various investigation options, for example by Email, and interactive voice record, type and sending method or the like.

The information that is obtained in customer survey is recorded and is imported into a CINOS database, for example the DB75 of Fig. 1.Such information also can be compared by the known information of this enterprise with business rules or condition restriction and other.Suppose that this client is discerned by enterprise now, this client's medium hardware and phone information will be recorded, to be used for carrying out in the future interactive communication.Such information may comprise client's personal computer parameter, comprises modem type, the Internet connection type, and the computer platform type, the type of the Internet telephony applications program of being installed, or the like.Similarly, also can write down the COST phone parameters, personal telephone number for example, the Work Telephone number, cell phone number, the calling transfer telephone number, or the like.Such data will influence the back to the customization that carry out, its people's window 133 of this particular customer, comprise the media types that will be provided.

At last, this client may be produced a password that is used to visit CINOS by inquiry.A part 141 is provided to comprise a network entry option, and provide the download part, be used to obtain as desired or the permanent and/or interim software of needs, perhaps in some cases, the service that this client access is specific, browse specific content, or the like needed permanent and the person's of one-tenth interim software.

Part 137 provides media-options for the client who seeks customer service from this enterprise.In a preferred implementation, these options are provided in the client window 133 with a customization or personalized method, and are as described above.So, each window 133 version that the client visited of patronizing this enterprise in appearance with function on the outside and the function of the window 133 that may be visited with another client all different.In this example, service 137 comprises about Email, chatting programme, fax program, the option of a self-service guide and a phonetic guiding.Can remove other media types from this client's window 133, perhaps increase other media types therein, this depends in several criterions any one.The personalization of window 133 has considered to be stored in the customer information in the CINOS database 75, service broker's medium availability and hobby, and also may consider the business rules of any covering.Unless and be identified up to a client, typically, provide option to continue a transaction with this enterprise can not for this client.

Concerning a client who is identified, by selecting E-mail option, can activate this client's preferred electron mailer, provide the agency of service to send a message or provide answer of proxy requests of service to one from this.By selecting chatting programme, this client can be sent in the service discussion of a planning, it is characterized in that a lot of clients carry out interactive communication the expert with regard to a specific theme and a service.A business rules about part 137 may be when not carrying out a project with a client, just not provide about phone or I phone media-options to this specific client.From this angle, one comprises the commercial affairs of not finishing that any this client and this enterprise carried out in the project of carrying out.

As shown in part 137, self-service guide and phonetic guiding can be provided to help a client to solve a problem, and do not need to take further resource.This guide can be carried out customization by the data that are recorded according to a client, may be to confirm interactive communication in the past, and account or order status are provided, or the like.In some embodiments, select an option will utilize several additional options.For example, select chatting programme may utilize 3 possible chatting programme, be subordinated to each independently difference planning of program, select in content and the functional attributes.

In this example, new order part 139 comprises and is applicable to and realizes carrying out the variety of option that order is ordered.As shown here, these options include but are not limited to, I phone, phone callback, sales promotion model, video display and an online browse device and an order guide.Its interactive communication is with described identical at part 137.For example, select the sales promotion model just to visit a database of the feature that comprises current sales promotion information and product, this client will use as a function choosing-item (instrument) and an online browse device that provides is alternatively browsed the feature of these current sales promotion information and product.The option that is provided in this new order part also can be by according to client identity, the demographic information, and transactions history record and business rules are carried out customization.

The online browse device can make this client can browse the document that can not be supported on its computer platform.This client select representation of video shot may utilize several videos of browsing type, so that can select one of them type.If this client does not install a browser that the video that provided can be provided on its computing machine, possible is, this online browse device will be play this video, and perhaps this client is from interim browser of part 141 downloads, or the like.Select a phone callback will produce this enterprise provides, second medium selection array, answer interactive communication to receive one from an agency.

By an in check interface window is provided, for example window 133, and this enterprise just can control route and interactive communication power from beginning of contacting with this client.By innovation, be connected to and carry out method of reporting to other CINOS function and database, can automatically carry out a lot of real time individuals customizations according to business rules and client's parameter to window 133.For example, if the indication of a client's historical record has a tendency of frequently buying, after making such judgement, just in the customer service part 137 of its window 133, provide an I phone option immediately, so that he can all obtain direct customer service in all time.

As described above, at the interactive communication that carries out with this enterprise, specific media-options can be paid than another higher priority.For example, VIP client can provide the real-time, interactive medium and select in window 133, I phone for example, and to the phone callback of COST phone, visual telephone, or the like.One known is in contact with it frequent or has the client of bad interactive communication historical record may be limited to text based interactive communication, for example Email or the like.

As an integral part of CINOS function, window 133, can come existing and potential client are shielded by this inlet as an inlet according to business rules, classifies and carries out route.Customer interface, for example window 133, may be provided in WAN, all places on the internet for example, and can not depart from the spirit and scope of the present invention.Such inlet may be present in different geographic areas, and can produce at different customers, and for example one is used for Latin America, and one is used for the Pacific rim, or the like.The example of CINOS routine can be distributed in the network widely.

Technician in this technical field is very clear based on the WWW form although example provided here is one, can produce a part that is very similar to CTI for the COST telephone network.Such situation is SCP or client access point, an IVR who strengthens with CINOS in the COST network.

As previously described, CINOS is all being that method economic and that cost performance is high is come client/act on behalf of interactive communication to be optimized to enterprise and the client that patronizes this enterprise.Here the innovation part of the customer interface window of being discussed with reference to figure 5 is that it is an inlet that can carry out customization fully, and can realize seamlessly integrated according to business rules between client and enterprise agential.Another significantly innovation part be, customer data by fully, seamlessly with CINOS intelligence, and with the route of interactive communication be programmed into other condition in this system or limit relevant business rules and integrate.In fact, from front end, perhaps client's side, to the rear end, the logic of perhaps acting on behalf of side is connected to all appropriate C INOS routines and can be visited by all appropriate C INOS routines, and these CINOS routines comprise applicable CTI CINOS routine.Below, in a series of processing logic steps of a flow graph, will explain various customer interface logics in more detail.

Fig. 6 shows that medium is represented a flow graph with the customer interface logic step according to an embodiment of the invention.In step 145, a visitor signs in on the World Wide Web page of an enterprise.In step 147, this client is discerned according to business rules.In step 148, CINOS is in client and this visitor's of contact data record back decision of searching for known current state.For example, this visitor may be a potential new client, an existing client, perhaps existing commercial accounts.Although not special the demonstration typically, carrying out through investigation aspect the qualification mandate, potential or new commercial accounts are logically as broad as long with a potential new client, after the processing in step 149 is carried out.

If this visitor wishes to become a client, he can sign in in step 159 on this network system.Preserved at CINOS under the situation of the password that is assigned to this client, login is automatically, perhaps may still need to strike password or other code for security needs.In the moment of logining, in step 161, provide window 133 in the mode of personalization according to customer data and business rules.In step 163, the interactive communication between a business entity and this client is from by this enterprise provided and by the selected media types of this client.A business entity, as described in the above just now, be defined as an agency here, workman with professional knowledge provides the personnel of service, perhaps any real-time attendant, and any entity that provides from the dynamic response action, automated facsimile machine for example, an IVR, autofile is downloaded or the like.

In step 148,, then, in step 149, just carry out a new customer survey if it judges that this visitor is new visitor.Step 149 will judge whether this new visitor is a client or business connection people through this fact-finding process.As described with reference to figure 6, this customer survey will be used a lot of known method and mediums and carry out.Suppose that in step 149, a new visitor is a client or business connection people by qualification authentication, he or she will be required to produce a password with visit CINOS.In step 153, this client's proper communication and systematic parameter are recorded, to carry out reference in the future and to use when window 133 is carried out customization.

In step 155, the example of the client applications of CINOS may be provided, perhaps may be another application program that enables, to be downloaded by this client.Under some embodiment, may not need to download any software.So from this point, it is optional that step 155 is considered to.In step 157, this new client may will sign in to this network system, and begins to carry out interactive communication.Under this situation, because this client visits this system for the first time, so do not have to show that wherein he will obtain the step that a customization window and beginning and this business entity communicate, because before the window that a customization is provided, still need medium to select, product hobby and similar intermediate configurations.In one embodiment, this client will can not see the window of a customization, up to next time he or she when attempting to visit this network.

As judging in the step 148, to an existing business connection people's step 165,167 and 169 and to an existing client's step 159,161 and 163 is similar, although the rule of interactive communication, for example employed medium, related individual or the like is different.For example, in step 167, existing business connection people will be provided the option that uses the network cooperation program, I phone wherein, file-sharing, video conference and similarly being included in this application program.

Should be understood that between a client and a business entity and carry out in interface communication and the interactive communication, have logic sequence or step that a lot of needs are performed, and can not depart from the spirit and scope of the present invention.Fig. 6 has only shown that in a lot of examples may example.

These those of skill in the art will be very clear, and the rule of media types that control is provided for this client may be based on the combination of variable, for example, can be determined by enterprise and can not depart from the spirit and scope of the present invention.Similarly, according to such variable, the media types that is provided can be added or be that a client keeps a period of time.Networking, concerning customer interface window 133, this interpolation that the medium availability is carried out or to remove may be automatically, and be based on and calculated variable.

In one embodiment, a client may increase or reduce medium and select, and if desired, still, this enterprise will keep the right that does not adopt this medium, if a client has increased a medium.

In one embodiment, special, with the irrelevant medium browser of application program, the browser that in the part 139 of Fig. 5 window 133, is provided for example, be provided for the client, and the agency has, so that beginning, the information that is difficult to read can be understood by the people, and is and irrelevant with this agency or client's employed initiation application program in the interactive communication process.

The arrangement that rule-based storage is communicated by letter with multimedia interactive

In a preferred embodiment of the present invention, all CINOS controlled, be recorded with client or business connection people's interactive communication, and be stored in the contact historical record that comprises a MIS database and a text database, as described and as described above with reference to common pending application P3313PA.Promptly, actual multimedia interactive communication is recorded to a database, perhaps be recorded in the part that is supported in employed all multimedia types in the message center in the database, and the text based version is stored in another database or another part of same database in.All actual transaction that are recorded and text version all are known as a contact historical record that is organized, and further explain as following, and it will separate with same database or the part of same database.

Fig. 7 is according to an embodiment of the invention, an illustrative diagram of a multimedia interactive communication storage system in a message center.System architecture 171 is only used for showing a structure that provides in a lot of possible structures of having used method and apparatus of the present invention.In a preferred implementation, structure 171 comprises traditional device and DNT device, and is the example that can realize according to the structure of the CINOS of an embodiment of the invention, and this also is the situation of Fig. 1.

Core in storage system is to be applicable to a high capacity thesaurus 187 preserving multimedia interactive communications records and text based associated documents.Thesaurus 187 can utilize well-known any type of digital storage technique in this field, Raid disk array for example, and optical storage, or the like.The size of corresponding message center and this system will be saved with the predicted data amount that keeps, the memory capacity of thesaurus 187 will directly depend on its implementation.

In this example, thesaurus 187 logically is divided into two parts.A part, multimedia information system (MIS) the 189th is used to preserve the medium that is defined as not being based on text, for example is audio frequency, video and based on the interactive communication of the medium of figure.All multimedia interactive communications are stored among the MIS189, no matter be input, and output or inner multimedia interactive communication.One second portion is known as textual portions 191 here, is to be used to preserve text based interactive communication and the text version relevant with non-document file.The part 191 and 189 of thesaurus 187 is similar to MIS79 and the DB75 of Fig. 3.

Thesaurus 187 is connected to the Local Area Network 195 of a message center.Memory bank 187 can be by the mandate individual in the message center, for example act on behalf of, the workman of professional knowledge is arranged, perhaps the people of the kind conducts interviews through LAN195, and also can be visited in some cases, by the client who communicates with this call center.A network router (RTN) 175 is shown as through network connection 203 and is connected to LAN195.In this example, network router 175 is that the DNT medium arrives first point in the message center.Network router 175 is anyly can come data are carried out a router in a lot of type routers of route through LAN195.An Internet protocol network phone (IPNT) switch 176 is connected to network router 175 through data link, and is well-known as institute in this field.IPNT switch 176 is not further to needing to be routed to agency's Real-Time IP NT calling carrying out a route or a distribution in real time.The IPNT that is routed to real-time agency calls out through connecting 203 and is sent to LAN195, and in LAN195, they arrive the telephone set (not showing) of acting on behalf of PC/VDU (not having to show) or can handling DNT, as shown in through direction arrow.

An object of the present invention is to write down all multimedia interactive communication and they are kept among the MIS189.Another object of the present invention is to write down similarly and all multimedia interactives communicate by letter relevant text version and text, and they are kept in the text based part 191.At this purpose of the present invention, the text version of a non-document file is defined as sufficient text representation of a corresponding multimedia interactive communication or description.Another object of the present invention provides the mechanism of an innovation, the individual who wherein is authorized to can accessing text any specific, and if desired, can call the medium relevant with this text.Will be further described below details about the order and the operation of thesaurus 187.

In some cases, produce the real-time multimedia interactive communication, the text based version can finish by an automatic method.For example, a digital voice service person 197 is provided and is connected to IPNT switch 176.Digital speech waiter 197 can be the form that can handle the IVR of DNT, perhaps as well-known other voice response mechanism in this field.This automation services person will carry out interactive communication with an audio call person, and not need a real-time agency.The converter 199 of a speech-to-text is provided and is connected to voice service person 197.When digital speech waiter 197 and a caller carried out interactive communication, the converter 199 of speech-to-text used speech recognition technologies that this audio speech is converted to text.Then, this text automatically is kept in the textual portions 191, and by relevant with the voice data of having preserved.

These those of skill in the art are very clear, speech recognition technology current state enough be used for a lot of embodiments, but the further improvement of on current state, carrying out along with speech recognition technology, not only may obtain the reliable text version of audio frequency transaction, and in fact can obtain the reliable text version of audio frequency transaction.Here, using this speech-to-text conversion only is to adopt the convenience of being brought automatically in order to obtain, and does not wherein need real-time attendant to copy this voice data.The present inventor knows employed this converter in according to a CINOS of a preferred embodiment of the present invention.When realization was of the present invention, this converter provided convenience, but concerning realizing purpose of the present invention, was not to need especially.

Also can use manually to copy audio/video is converted to text or code, it can be imported in the textual portions 191 then.For example, a real-time attendant 201 is shown as and is connected to LAN195.Under this situation, attendant 201 may have and is text and need be to video or the annotated responsibility of graphic file in order to produce the text relevant with non-text data with copying from the audio file of voice.The real-time attendant of one or more that is provided, for example the attendant 201, may be used for this purpose.The medium that some arrives a message center for example passes through a represented medium of structure 171, may be based on text, so, do not need to carry out any conversion or annotated.Short Email, fax, the word document, or the like all are parts of this media types.

An automatic service system 193 is shown as a directly connection that has to the part 191 of data repository.System 193 provides for specific, as described above, text based interactive communication, and wherein, full copy of interactive communication record can be by mirror image, perhaps otherwise can be produced and be stored in the textual portions 191.This automation services include, but are not limited to autoelectrinic mail and fasystem.For example, fax can be sent to part 191 or be mirrored onto in the part 191, perhaps uses an optical character identification (OCR) technology to regenerate and import then.Physically be the document of text, for example legal newspaper and similar can automatically be scanned in the textual portions 191, before they are sent to the client.These all are technology possible, that be used for text is input to automatically a database.When realization is of the present invention, brought convenience at automation services 193 described this methods, still, realizing on the purpose of the present invention that they are not to need.

Dual intensity power (COST/DNT) at structure 171 provides a concentrated telephone exchange 173, and this telephone exchange 173 of concentrating is from, the COST of a PSTN network one first destination of calling out for example.Switch 173 can be a PBX, ACD, the perhaps telephone exchange of another known type.Inner COST telephone wire 182 is connected to telephone exchange 173 in agency's stand-alone phone machine (not showing).A processor 179 through an example of example of a T server of operation and Stat server, switch 173 is enhanced, T server and Stat server are to a known software enhancement function of present inventor, and they are described in front.This enhancing provides CTI application, for example intelligent route, but concerning realizing the present invention, they are not to need especially.As previously described, CINOS is applicable to this software and combines, in the time of in this software is provided at a message center that strengthens with CINOS.

Its form is that the ip intelligent peripherals of a COST IVR177 is provided, to be used for and to seek the caller of information and do not wish to be connected to a similar caller who acts on behalf of in real time and carry out interactive communication.The IVR technology may comprise voice response, touches the audio frequency interactive communication, perhaps these technology combination.IVR177 is connected to processor 179, and also is connected to automation services 193.An example of an IVR interactive communication may be to provide the option that uses automation services to a caller, and is for example described above, perhaps may be to wait for an agency in real time.

A CTI is provided to DNT interface 181, and the COST interactive communication is converted to figure pattern with the DNT compatibility, carries out that numeral is preserved and according to the interactive communication of CINOS function as described above and enterprise commerce rule to allow to be applicable to.For purposes of the invention, interface 181 is not to need especially, as long as suitable applications routine interface (API) is provided for the equipment that carries out interface communication with CINOS.The ability of representing on any one direction, to carry out route at the four-headed arrow between interface 181 and the IVR177 to interactive communication.COST can realize in IVR177 to DNT conversion, except or alternative interfaces 181.Syndeton provided here only is an example.

The converter 185 of a speech-to-text is provided, and being used for the audio conversion from the CTI side is text, to be input to textual portions 191, as described to the converter 199 in the DNT side.Reproduced and be imported in the part 191 at text version, actual recording medium interactive communication is shown as and is input among the MIS189, and still, this is optional.In some cases, the text version of multimedia interactive communication can be reproduced after having preserved interactive communication.This does not have any restriction to sequence.Can say fully that this converter 185 and 199 can be changed and import in real time.

The server 183 that is shown as being connected to LAN 195 has been applicable to a CINOSMGR (operating system) application program resident, and this CINOS MGR application program provides the control and the function of organization of the various functions that CINOS integral body is provided.Here, it is included in this embodiment for the storage organization that parts 171 are represented and all, only means to be exclusively used in according to the storage of the message center of business rules and an exemplary configurations of tissue.

The method unique, that be called the multimedia arrangement that the present inventor invented, be used in a preferred embodiment of the present invention, with relevant each multimedia interactive communication, no matter this multimedia interactive communication is input to this system, perhaps from the output of this system, for example between an agency and supvr.This innovative process allows agency or other to be authorized to the personal visit text data, and has the ability that can carry out cross-index to the actual multimedia interactive communication that is recorded, and the actual multimedia interactive communication that is recorded can be shown and play.

Fig. 8 has shown a graph of a relation, and it can be displayed on the display monitor, and expression is stored in the entity in the described database.The module of Fig. 8 shown according to an embodiment of the invention, the relation between the text module that is organized and they and the multimedia that is saved.Thesaurus 187 comprises part 191 and 189 as shown in Figure 7.Part 191 comprises by for example time sequencing, theme, and the participant, company's subordinate relation is with the text version of similar relevant interactive communication.Being shown as with version with icon text document represented, non-document file under this situation carries out relevant according to sequence location.For clarity, with regard to innovative arrangement, be simple a description below about prior art according to an embodiment of the invention.

Dialogue as be known in the art, that be organized comprises that being identified as a single entity or subject events is an intrinsic character string or clue system, wherein this dialogue (problem and answer) be about this theme or about entity proposed a problem or theme.Dialogue that is organized can be that carry out limited dialogue (is pent at certain point) or it.Typically, clue is to have connected the fragment of dialogue or relevant with the dialogue fragment, and with the order that it was taken place, for example time order and function comprises all dialogues in proper order.Can realize clue arrangement according to other criterion, as to a particular condition being suitable rule or according to specific rule.

Described as front reference background part, the clue finishing technique of prior art is limited to text, for example uses an online message plate or similar.The present inventor recognizes, can support full multimedia interactive communication without any a system.Below described innovative embodiment text based clue arrangement communicated by letter with the multimedia interactive that is saved integrate so that people can carry out alternately with this clue and can visit the various mediums relevant with this clue that are saved.

Be shown as with reference to 8, one clients 205 of figure more now and have two clues.They are respectively theme I and theme II.Client 205 has a number XX-XX who is assigned with, and this number is discerned he or she in the CINOS system.Theme I and II can comprise sells dialogue, session purchase, and dialogue perhaps any other type or that be proposed is general dialogue as this is carried enterprise.Client 205 also may be a business connection people, perhaps or even a home agent of being responsible for or similarly engaging in the dialogue with.

A series of icon 225-239 are expressed as each text box (not having videotex) and the media types of preservation.For example, the theme I at first comprises an e-mail text, is thereafter fax text, WEB text and a visual telephone text.Under this situation, a timestamp or other known method can be used to guarantee that each text box is orderly.Icon 225-239 is interactive communication pointer or the link to their represented actual agent interactive communications.That is, first module of e-mail text is relevant with an interactive communication icon, under this situation, is icon 225.By clicking this icon, just can visit and browse actual Email with a pointing device.Substitute, not only the transaction of reality can be offered a user and carry out general view, but relevant file also can be come out by tabulation, perhaps otherwise be provided to select and general view.

A logical links 207 is illustrated in the cross-index ability of being carried out between part 191 and 189.The business rule very wide according to scope, phone may be organized.For example, clue or character string can be represented about a client, product, the agency, agency's group, client's group, or the like dialogue.Identifier is assigned to an entity and is assigned to or communicates by letter from all of this entity, perhaps is assigned to this entity and is related to wherein communication, for example one group of discussion or chat.Use this method, can correspondingly organize and preserve all interactive communications.

In one embodiment, keyboard commands can be used to the interactive communication medium of reality is carried out cross-index, rather than icon.In another embodiment, the text version of actual agent is fully can be viewed, and its text itself also occurs in the mode of interactive communication, carry out a double-click on thereon and just can call relevant medium, or the like.Within the scope of the invention, a lot of variations can be arranged.

In this embodiment, although the actual medium interactive communication that is recorded is stored among the MIS189, there are not two databases that separate (is to be used for text, and is to be used for actual medium).All data can reside in the database, and carry out portions in storage.For example, this customer name is carried out a click may only demonstrate text, just can show relevant medium and this text is carried out double-click on.

In MIS189, the multimedia interactive communication that is recorded is represented with icon 241,247 and 251.For example, parts 241 all visual telephone interactive communications that are recorded of expression.The all Emails of parts 243 expressions.Parts 245 all COST interactive communications that are recorded of expression.Carry out similarly relevant respectively to the parts 247 and 251 of representing WEB interactive communication and video-mail respectively.WEB interactive communication 247 can comprise online order, request, and information form, the certificate of being signed, or the like.

Parts 249 expression is exclusively used in, for example, and the additional multimedia file that is saved that sales promotion is carried out in enterprise product or service.The file 249 of sales promotion may comprise the file of the multimedia form that any enterprise supports.These files can be according to the Software tool of asking or periodically sending to the client.

Reference section 191 more now is positioned at label and is the theme parts 227 expressions of clue of I from the text of a fax.Because fax is based on text, rather than a multimedia interactive communication, the corresponding multi-media events relevant not just with it.But under this situation, this fax is that the instrument time sequencing is organized in the phone.Be a short example of a suggestion dialogue relevant below with the theme I.

Parts 225 expression clients 205 send to an Email this enterprise, the inquiry pricing information.Enterprise agential uses and comprises by the fax 227 of Query Information this client 205 is responded.Then, client 205 carries out an online ordering 229, and request uses visual telephone 230 to confirm.In this, the theme I can be closed.The theme II may represent about this client to the theme I ordered, one of company service be organized dialogue, perhaps may be one that agency and fabricator carried out, about how the theme I being handled the dialogue of this order.

According to the function of shown in the above description CINOS, can from thesaurus 187, collect mining data, improve service to client 205.The route of interactive communication can be used to influence by the data of data mining, client 205 the merchandising or the route of advertisement may be sent to.Have to a complete contact historical record of the interactive communication of the actual link that is recorded medium this enterprise can more easily be resolved a dispute, provide better service to the client, and increase the profit of enterprise.

Fig. 9 shows when setting up about be organized of logic step that multimedia contact historical record takes according to of the message center interactive communication of an embodiment of the invention to handle flow graph.The logical process step only means that expression is when setting up a contact historical record of putting in order with multimedia and a sequence in a lot of sequences that realize as shown here.Actual step will depend on business rules.In step 209, identify the current interactive communication that needs are recorded.Identifier may comprise special password or the code that is used to discern the related contact person of interactive communication.In step 211, identify the media types of interactive communication.If this media types has been based on text, as in step 213 confirm, prepare then this interactive communication is input to a database, for example the part 191 of Fig. 8.Preparation may comprise so automatic processing procedure, for example scanning, and mirror image, file conversion, or the like.Real-time attendant, for example the attendant 201 of Fig. 7 also will carry out manual note.In step 223, this text interactive communication is imported in the part 191 of thesaurus 187, and according to business rules, occupies along the relevant position of relevant dialogue clue.

If the form of this interactive communication is as the non-text medium of being discerned in step 211, then, the MIS part of thesaurus 187, perhaps part 189 these inputs of notified reception.In step 219, the interactive communication of non-text is recorded in the part 189 of thesaurus 187.Its time of origin may be when carrying out interactive communication, is perhaps writing down certain time point behind the interactive communication.

In step 221, be recorded text version of medium or text based document relevant and be carried out reproduction, to be stored in the part 191 as the part of clue with this transaction.In some cases, as described with reference to figure 7, step 221 automatically realizes through the speech-to-text converter, and when the multimedia interactive communication that is recorded is imported into part 189 or the time before it carry out step 221.Under other situation, the text version of multimedia interactive communication is recorded interactive communication and reproduced afterwards having preserved.A real-time attendant, but for example the attendant 201 of Fig. 7 can be assigned to the audio frequency of video and/or applicating text is analyzed.Analyzed like this text is imported in the part 191, and the position that occupies rope along the line as described above.

Under all situations, a medium of discerning is used to an ongoing dialogue part is assigned to along the correct position of a clue, and is used to provide identification to carry out the cross-index that takes place as during a system audit or contact general view to the actual medium that is recorded.In addition, suitable icon and/or link are produced, and are correlated with input text, and wherein Shi Ji multimedia may use the mode of interactive communication by cross-index.So, agency that audit or general view is the text by browsing to be organized simply, and can be by mutual method, for example click an icon by a pointing device as previously described and visit the incident that is recorded, just can discern the type of medium easily.Its another advantage is, the dialogue that all are organized, no matter that be based on text or be not, all reproduced with such form, so that can use data mining to produce a lot of useful relations, and obtain more Useful Information from the data that are saved.

A technician in this field is very clear, and the order of logic step as described herein and specific function can be according to the types of enterprise, existing business rules, or the like change.For example, the dialogue that is organized is not intrinsic concerning having about a particular customer of the dialogue of customer interaction communication, and may be to be exclusively used in a particular agent that has about the dialogue of agent activities.This species diversity of mixing at arrangement clue branch can be included in the rule-based thesaurus.

A technician in this field is very clear, can realize CINOS in a single message center, perhaps realizes CINOS in a plurality of message centers that link together through WAN, and can not depart from spirit of the present invention and scope.

A technician in this field is also very clear, can produce the rule that control conducts interviews to CINOS, and can not depart from spirit of the present invention and scope.For example, may need the client to subscribe to CINOS, the client also can be provided a client applications and enable this visit to CINOS.In another embodiment, commercial according to control, the existing safety rule that is established of financial transaction and other processing, general public also can carry out this visit.

To have a lot of embodiments to realize an interactive communication operating system with future now, for example CINOS has wherein described a variety of here.Spirit of the present invention and scope only are confined to the following claim book.

Claims (18)

1. one is used for can handling associated multimedia incident in the multimedia call center at one, and makes the user can obtain the system of these incidents, comprising:

A data thesaurus has been applicable to keeping records and has related to the file of the incident of the text based of this call center and non-text;

Register system is used to be recorded in all text baseds that carry out in this call center and the incident of non-text;

A system is used for according to the next file of being correlated with and being saved with one or more serial character string of maxim of relation; With

An interactive communication display interface is used to show the identifier that is saved file, and these identifiers are aligned to a serial string according to maxim of relation;

Wherein, write down the selected incident that relates to this call center, and one of the independence of selecting a user of identifier to play to be saved in the file, the incident that is recorded can be looked back thus.

2. system as claimed in claim 1, wherein these identifiers comprise and are displayed on an icon on the computer video monitor, these icons are aligned to a serial string.

3. system as claimed in claim 1, a system that further comprises the text version that is used to prepare non-textual event, and this system is used for preserving the text version relevant with non-text version at data repository, and it is accessed that its preserving type makes this text version pass through the interactive communication display interface.

4. system as claimed in claim 3 further comprises a data extraction facility, is used for comprising the text version of non-document file from the text information extraction.

5. system as claimed in claim 4, further comprise a facility, be used for carrying out relevant with text message file, and the non-document file with relevant with text is relevant thus, wherein, message file also can be visited by the interactive communication display interface, accessed incident that is recorded in addition and the text version that is recorded incident.

6. system as claimed in claim 1, wherein this maxim of relation comprises time order and function order, the participator in incident organizes in subordinate relation and the single thematic relation one or more.

7. system as claimed in claim 1, all communication events that wherein relate to this call center are copied, relevant and preservation.

8. system as claimed in claim 7, wherein each non-textual event text version is prepared, relevant and preservation.

9. system as claimed in claim 1, wherein incident comprises Email, video-mail, fax, file-sharing, the file forwarder, video call, chat sessions, DNT calls out, one or more in COST calling and the voice mail.

10. one is used to be correlated with and can handles in the multimedia call center multi-media events at one, and makes these incidents be comprised step by the method that the user obtained:

(a) be applicable to preserve in the data repository of preserving multimedia file at one and relate to incident this call center, text based and non-text;

(b) be used for according to the next file of being correlated with and being saved of maxim of relation with one or more serial character string; With

(c) on a computer video monitor, provide an interactive communication display interface, this interface is applicable to and shows the identifier that is saved file, these identifiers are aligned to a serial string according to maxim of relation, wherein, one of the independence of selecting a user of identifier to play to be saved in the file can be looked back the incident that is recorded thus.

11. as the method for claim 10, wherein in step (c), these identifiers comprise and are displayed on an icon on the computer video monitor that these icons are aligned to a serial string.

12. method as claim 10, a step that further comprises the text version that is used to prepare non-textual event, and this step is used for preserving the text version relevant with non-text version at data repository, and it is accessed that its preserving type makes this text version pass through the interactive communication display interface.

13. as the method for claim 12, further comprise a step, be used for comprising the text version of non-document file from the text information extraction.

14. method as claim 13, further comprise a step, be used for carrying out relevant with text message file, and the non-document file with relevant with text is relevant thus, wherein, message file also can be visited by the interactive communication display interface, accessed incident that is recorded in addition and the text version that is recorded incident.

15. as the method for claim 10, wherein this maxim of relation comprises time order and function order, the participator in incident organizes in subordinate relation and the single thematic relation one 6 or a plurality of.

16. as the method for claim 10, wherein in step (a), all communication events that relate to this call center are copied, relevant and preservation.

17. as the method for claim 16, wherein each non-textual event text version is prepared, relevant and preservation.

18. as the method for claim 10, wherein incident comprises Email, video-mail, and fax, file-sharing, the file forwarder, video call, chat sessions, DNT calls out, one or more in COST calling and the voice mail.

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