US6370508B2
Expired / Lapsed
US
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Interface engine for managing business processes within a multimedia communication-center
Assignee: Genesys Cloud Services Inc
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Filing: 1998-10-29
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Granted: 2002-04-09
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Expires: 2018-10-29
Abstract
Abstract In an operating system (OS) for a multimedia communications center (MMCC), an interactive process module (IPM) for accomplishing a process has a plurality of code sets, each adapted to completion of a specific task in the overall process, an input interface for providing one or more inputs to the IPM, and an output function for returning a result. The plurality of code sets are related by pre-requisite status, creating a required order of progression for the process, the process is initiated after being called by the OS and receiving required inputs, the IPM is adapted to interface with other OS modules for accessing and providing data, and upon completion of the last task the IPM returns the result. In one embodiment the IPM is represented by an interactive GANT chart. In a preferred embodiment a tool kit is provided for a programmer to create such IPMs to perform business processes. IPMs thus created may be displayed and edited as object models.
Inventors
- 👤 Christopher Clemmett Macleod Beck
- 👤 Jonathan Michael Berke
- 👤 Joel A. Johnstone
- 👤 Robin Marie Mitchell
- 👤 James Karl Powers
- 👤 Mark Franklin Sidell
- 👤 Charles Dazler Knuff
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-06 04:37
CPC Classifications
G; G06; G06F; G06F9/00; G06F9/06; G06F9/44; G06F9/455; G06F9/45504; G06F9/45508; G06F9/45512; G06F16/00; G06F16/40; G06Q; G06Q10/00; G06Q10/06; G06Q10/063; G06Q10/0631; G06Q10/06316; G06Q30/00; G06Q30/06; H; H04; H04L; H04L65/00; H04L65/10; H04L65/102; H04L65/1023; H04L65/1026; H04L65/103; H04L65/1033; H04L65/1036; H04L65/104; H04L65/1043; H04L65/1066; H04L65/1069; H04L65/1101; H04L65/40; H04L65/401; H04L67/00; H04L67/50; H04L67/75; H04L69/00; H04L69/30; H04L69/32; H04L69/322; H04L69/329; H04L9/00; H04L9/40; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5183; H04M3/5191; H04M2201/00; H04M2201/38; H04M2201/42; H04M2201/60; H04M2203/00; H04M2203/40; H04M2203/404; H04M3/22; H04M3/2218; H04M3/42221; H04M3/5166; H04M3/5175; H04M3/523; H04M3/5231
Claims Analysis
Total Claims: 20
Claim 1
Independent Claim
169 words
In an operating system (OS) for a multimedia communications center (MMCC), an interactive process module (IPM) for accomplishing a process, comprising: a data repository for storing interactions and transactions of the MMCC including at least COST calls, data network calls (DNT), voice messages, e-mails and faxes; an interaction process module (IOM) for accessing and providing data from the data repository; a plurality of code sets operating in the IPM, each adapted to completion of a specific task in the overall process; an input interface for providing one or more inputs to the IPM; and an output function for returning a result; wherein the plurality of code sets are related by pre-requisite status, creating a required order of progression for the process, the process is initiated after being called by the OS and receiving required inputs, the IPM interfaces with the IOM completing tasks including at least one of calculations, manipulations and analysis of data from the repository, and upon completion of the last task the IPM returns the result.
Claim 2
Dependent Claim
169 words
In an operating system (OS) for a multimedia communications center (MMCC), an interactive process module (IPM) for accomplishing a process, comprising: a data repository for storing interactions and transactions of the MMCC including at least COST calls, data network calls (DNT), voice messages, e-mails and faxes; an interaction process module (IOM) for accessing and providing data from the data repository; a plurality of code sets operating in the IPM, each adapted to completion of a specific task in the overall process; an input interface for providing one or more inputs to the IPM; and an output function for returning a result; wherein the plurality of code sets are related by pre-requisite status, creating a required order of progression for the process, the process is initiated after being called by the OS and receiving required inputs, the IPM interfaces with the IOM completing tasks including at least one of calculations, manipulations and analysis of data from the repository, and upon completion of the last task the IPM returns the result.
Claim 3
Dependent Claim
25 words
The IPM of claim 1 wherein task structure and parameters are presentable in a graphical interface displaying tasks making up the IPM in prerequisite order.
Claim 4
Dependent Claim
13 words
The IPM of claim 2 wherein the graphical interface is a GANT chart.
Claim 5
Dependent Claim
23 words
The IPM of claim 2 wherein the graphical interface is interactive, allowing a programmer to add, delete, and edit steps in the process.
Claim 6
Dependent Claim
15 words
The IPM of claim 2 wherein start and finish times are displayed for each task.
Claim 7
Dependent Claim
26 words
The IPM of claim 1 wherein, in performing any one task, next activity is variable, and is determined by performance to requirements programmed with the task.
Claim 8
Dependent Claim
16 words
The IPM of claim 6 wherein the task requirements include completion within a preprogrammed allotted time.
Claim 9
Dependent Claim
31 words
The IPM of claim 7 wherein next activity includes a choice of stopping the process and notifying a person in the event of non-completion of a task in an allotted time.
Claim 10
Dependent Claim
32 words
The IPM of claim 7 wherein one or more tasks require human intervention and activity, and comprising an activity of reminding a person responsible for an activity of a pending time deadline.
Claim 11
Dependent Claim
158 words
An operating system (OS) for a multimedia call center (MMCC) comprising one or more interactive process modules (IPMs) for accomplishing individual processes, each IPM comprising: a plurality of code sets, each adapted to completion of a specific task in the overall process; an input interface for providing one or more inputs to the IPM; and an output function for returning a result; wherein the plurality of code sets are related by pre-requisite status, creating a required order of progression for the process, the process is initiated after being called by the OS and receiving required inputs, the IPM interfaces with other OS modules for completing tasks including at least one of calculations, manipulations and analysis of data from a data repository storing interactions and transactions of the MMCC including at least faxes, e-mails, voice messages and records of live COST and data network telephony (DNT) calls, and upon completion of the last task the IPM returns the result.
Claim 12
Dependent Claim
158 words
An operating system (OS) for a multimedia call center (MMCC) comprising one or more interactive process modules (IPMs) for accomplishing individual processes, each IPM comprising: a plurality of code sets, each adapted to completion of a specific task in the overall process; an input interface for providing one or more inputs to the IPM; and an output function for returning a result; wherein the plurality of code sets are related by pre-requisite status, creating a required order of progression for the process, the process is initiated after being called by the OS and receiving required inputs, the IPM interfaces with other OS modules for completing tasks including at least one of calculations, manipulations and analysis of data from a data repository storing interactions and transactions of the MMCC including at least faxes, e-mails, voice messages and records of live COST and data network telephony (DNT) calls, and upon completion of the last task the IPM returns the result.
Claim 13
Dependent Claim
25 words
The OS of claim 10 wherein task structure and parameters are presentable in a graphical interface displaying tasks making up the IPM in prerequisite order.
Claim 14
Dependent Claim
13 words
The OS of claim 11 wherein the graphical interface is a GANT chart.
Claim 15
Dependent Claim
23 words
The OS of claim 11 wherein the graphical interface is interactive, allowing a programmer to add, delete, and edit steps in the process.
Claim 16
Dependent Claim
15 words
The OS of claim 11 wherein start and finish times are displayed for each task.
Claim 17
Dependent Claim
26 words
The OS of claim 10 wherein, in performing any one task, next activity is variable, and is determined by performance to requirements programmed with the task.
Claim 18
Dependent Claim
16 words
The OS of claim 15 wherein the task requirements include completion within a preprogrammed allotted time.
Claim 19
Dependent Claim
31 words
The OS of claim 16 wherein next activity includes a choice of stopping the process and notifying a person in the event of non-completion of a task in an allotted time.
Claim 20
Dependent Claim
32 words
The OS of claim 16 wherein one or more tasks require human intervention and activity, and comprising an activity of reminding a person responsible for an activity of a pending time deadline.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2005-04-08 | 2005-10-08 | 2006-04-09 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2009-04-08 | 2009-10-08 | 2010-04-09 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2013-04-08 | 2013-10-08 | 2014-04-09 | $7700.00 | Window Closed / Lapsed |