Patent ID: 7373410
Filing Date: 2008-05-13
Classification: H04L,H04M

Abstract:
1. An object-oriented system for managing interactions of multimedia types in a communication center environment including one or more of a communications center, a telephony network, the Internet network, and a wireless access network, the system comprising: a multimedia queuing system for queuing inbound, outbound, and internal communication events; a processor for processing events in the queue; an interaction server for selecting media type or types for a pending interaction or notification event; a resource manager for reporting agent availability in terms of media types available to the agent; and a data store for storing client information about media types available to the client and historical information about success of past use of those media types; characterized in that the system processes and routes incoming events of known media type to access points defined as systems or agents based in part on media channel availability of the access point, the availability states reported to the system by the resource manager and wherein the system selects the media channel for certain events in queue that are not pre-dedicated as specific media type events, and wherein the system overrides a media preference of a client in routine an event to an access point or in delivery of an outbound proactive event to the client.