06170011 is referenced by 439 patents and cites 18 patents.

A campaign module in a multimedia cal center has programmable dynamic campaign module (DCM) for facilitating and monitoring outbound campaigns. The DCM comprises an interaction-level monitoring function for monitoring interaction level of the MMCC according to programmed criteria, and comparing the real-time level with a preset threshold, a search and retrieve function for searching a data repository storing records of interactions and retrieving interaction data for specific interactions according to programmed criteria, a scripting function for selecting agents of the MMCC for participating in a campaign, and for preparing task lists for said agents; and an initiation function 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 the interaction level falls below the preset threshold, the DCM launches and distributes task lists to agents selected for a campaign.

Title
Method and apparatus for determining and initiating interaction directionality within a multimedia communication center
Application Number
9/190960
Publication Number
6170011 (A)
Application Date
November 12, 1998
Publication Date
January 2, 2001
Inventor
Charles Dazler Knuff
Carlsbad
CA, US
Mark Franklin Sidell
Chapel Hill
NC, US
James Karl Powers
Carlsbad
CA, US
Robin Marie Mitchell
Cardiff
CA, US
Joel A Johnstone
San Diego
CA, US
Jonathan Michael Berke
San Diego
CA, US
Christopher Clemmett Macleod Beck
Oceanside
CA, US
Agent
Central Coast Patent Agency
US
Agent
Donald R Boys
US
Assignee
Genesys Telecommunications Laboratories
CA, US
IPC
G06F 13/00
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