METHOD AND APPARATUS FOR DETERMINING AND INITIATIN

专利名称：METHOD AND APPARATUS FOR

DETERMINING AND INITIATING

INTERACTION DIRECTIONALITY WITHIN AMULTIMEDIA COMMUNICATION CENTER

发明人：BECK, Christopher, Clemmett,

Macleod,BERKE, Jonathan,

Michael,JOHNSTONE, Joel, A.,MITCHELL,Robin, Marie,POWERS, James, Karl,SIDELL,Mark, Franklin,KNUFF, Charles, Dazler

申请号：EP99960279.0申请日：19991110公开号：EP1131728B1公开日：20140108

摘要：A campaign module in a multimedia cal center has programmable dynamiccampaign module (DCM) for facilitating and monitoring outbound campaigns. The DCMcomprises an interaction-level monitoring function for monitoring interaction level of theMMCC according to programmed criteria, and comparing the real-time level with apreset threshold, a search and retrieve function for searching a data repository storingrecords of interactions and retrieving interaction data for specific interactions accordingto programmed criteria, a scripting function for selecting agents of the MMCC forparticipating in a campaign, and for preparing task lists for said agents; and an initiationfunction for initiating a campaign and distributing the task lists to the selected agents.During times of interaction level above the preset threshold the DCM searches the data

repository, retrieves data, and prepares agent and task lists for a campaign, and when theinteraction level falls below the preset threshold, the DCM launches and distributes tasklists to agents selected for a campaign.

申请人：GREENEDEN US HOLDINGS II LLC

地址：US

国籍：US

代理机构：Dreiss

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