Patent ID: 6230197
Filing Date: 2001-05-08
Classification: G06Q,H04L,H04M,Y02P

Abstract:
A system for routing recordings of multimedia--communication events, including audio, visual image, and text events, in a multimedia-capable call center, and making the recorded events available to users, comprising;a data repository adapted to store the recorded events;recording systems for recording the communication events;a system for preparing text versions of non-text events, and for storing the text versions in the data repository related to the non-text versions;a system for relating the recorded events in one or more serial strings according to relational criteria; andan interactive display interface for displaying identifiers of the recorded events, the identifiers arranged in a serial string according to the relational criteria;wherein a user receives notification of an incoming non-text event and a text version of the non-text event is mirrored and routed to the agent along with notification of the incoming event and a user, by selecting individual ones of the identifiers, may replay individual ones of the recorded events.