US Patent No. 9,350,808

METHOD FOR ROUTING TRANSACTIONS BETWEEN INTERNAL AND EXTERNAL PARTNERS IN A COMMUNICATION CENTER


Patent No. 9,350,808
Issue Date May 24, 2016
Title Method For Routing Transactions Between Internal And External Partners In A Communication Center
Inventorship Christopher Clemmett Macleod Beck, Oceanside, CA (US)
Jonathan Michael Berke, San Diego, CA (US)
Joel A. Johnstone, San Diego, CA (US)
Robin Marie Mitchell, Cardiff, CA (US)
James Karl Powers, Carlsbad, CA (US)
Mark Franklin Sidell, Chapel Hill, NC (US)
Charles Dazler Knuff, Carlsbad, CA (US)
Assignee ALCATEL LUCENT, Boulogne-Billancourt (FR) GENESYS TELECOMMUNICATIONS LABOR...

Claim of US Patent No. 9,350,808

1. A method for managing multimedia transactions in a communication center, comprising;
(a) receiving at the communication center a multi-media transaction comprising voice data included in any one of video mail,
IP calls, COST voice calls, and voice mails at the communication center;

(b) preparing a text version of at least a portion of the voice data of the multi-media transaction;
(c) extracting knowledge from the text version of step (b); and
(d) routing at least a notification of the received multi-media transaction along with the text version to one or both of
the transaction partners based on the extracted knowledge.