24/06/2005 - Controller General of Patents, Designs, and Trade Marks

(12) PATENT APPLICATION PUBLICATION
(19)
INDIA (21) Application No: 705/MUMNP/2003 A
(22) Date of filing of Application : 17/07/2003
(43) Publication Date: 24/06/2005
(54) Title of the invention: DIGITAL MULTIMEDIA CONTACT CENTER.
(51) International Classification: H 04 M 3/523 (71)
(31) Priority Document No. : 09/774,944
(32) Priority Date :
30/01/2001
(33) Name of priority country : U.S.A.
(86)
International Application : PCT/US02/02017
No. and Filing Date : 24/01/2002
(87) International : WO 02/065741 A2
Publication No.
(61) Patent of addition to
Application No. : NIL
Filed on N.A.
(62)
Divisional to
Application No. : NIL
Filed on : N.A.
(72)
Name of the Applicant:
NUASIS CORPORATION
Address of the Applicant:
260 GISH ROAD, SAN JOSE,
CALIFORNIA 95112,
UNITED STATES OF AMERICA.
Name of the Inventors:
1. BROUGHTON JUSTIN
2. MCPARTLAN KEVIN J.
3. RODGERS ELIZABETH
4. RODGERS ROBERT S.
5. COVDY IVAN
6. HO ROY
7. KOWALSKI CARL RAYMOND
8. MCCALMONT D. THOMPSON
9. STINE ART
(57) Abstract : A tiered service model for a digital multimedia contact center assigns an entering contact to an initial
service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if
the routing criteria changes. The routing criteria is initially determined based on a media type associated with the contact.
The digital multimedia contact center contains a set of media routers, each of which passes a contact of a particular media
type to a workflow engine which executes workflows to direct the processing of contacts at service tiers that require agent
activity. Agents are allocated to contacts by a dynamic automate contact distributor and the appropriate media router is
used to route the contact to an agent. The work flow engine also executes workflows for agents to control the allocation
of agents to contacts.
( Figure: NIL )
Total Pages : 60.
The Patent Office Journal 24.06.2005 17818