1125214-A1 is referenced by 18 patents and cites 4 patents.

A multimedia call center includes facility for storing copies of transactions associated with the call center in a data repository, relating the transactions according to specific criteria, and an interactive interface for a user to access the files from a graphic string of identifiers representing the files, and to play the files, thereby reviewing the actual transactions. In a preferred embodiment text versions of non-text events may be prepared and related to the non-text stored files in a manner that the related text files may also be selected and reviewed by use of the same interactive interface. By data extraction applied to the text files, the text files and the non-text files associated with some text files may be related to one another by relational criteria, and other informational files may also be related to the stored event files.

Title
Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center
Application Number
EP19990945556 19990902
Publication Number
1125214 (A1)
Application Date
September 2, 1999
Publication Date
August 22, 2001
Inventor
Knuff Charles Dazler
US
Sidell Mark Franklin
US
Powers James Karl
US
Mitchell Robin Marie
US
Johnstone Joel A
US
Berke Jonathan Michael
US
Beck Christopher Clemmett Macl
US
Assignee
Genesys Telecomm Lab
US
IPC
H04M 03/50
G06F 13/00
G06F 15/00
H04M 11/00
H04M 03/50
H04L 29/08
H04L 29/06
G06Q 10/00
G06F 17/30
G06F 12/00
G06F 03/048
H04M 11/00
H04M 03/51
H04L 29/08
H04L 29/06
G06Q 10/00
G06F 17/30
G06F 12/00
G06F 03/048
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