CN100547568C - 管理企业的事务处理伙伴之间的交互的方法 - Google Patents

管理企业的事务处理伙伴之间的交互的方法 Download PDF

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CN100547568C
CN100547568C CNB998120235A CN99812023A CN100547568C CN 100547568 C CN100547568 C CN 100547568C CN B998120235 A CNB998120235 A CN B998120235A CN 99812023 A CN99812023 A CN 99812023A CN 100547568 C CN100547568 C CN 100547568C
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克里斯托弗·C·M·贝克
乔纳森·M·伯克
乔尔·A·约翰斯通
罗宾·M·米切尔
詹姆斯·K·鲍尔斯
马克·F·塞德尔
查尔斯·D·纳夫
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Genesys Cloud Services Inc
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Abstract

一个管理多媒体通信中心内的交互的用户交互网络操作系统具有一个管理用户和通信中心之间的介质联系的外部介质层(83)，一个处理用户交互并且把事件路由到企业代理和知识工作者的工作流层(85)；和一个管理与代理和知识工作者的介质联系的内部介质层(87)。工作流层捕捉各个事务处理，准备各个非文本事务处理的至少一部分的文本版本，从文本事务处理或非文本事务处理的文本版本中提取出知识并存储在一个知识库中以便以后在路由及其他管理功能中使用。在存储时关联所有的事务处理，文本版本，和提取的知识以便将来分析和使用。

Description

管理企业的事务处理伙伴之间的交互的方法
技术领域
本发明涉及包括所有现有交互多媒体技术分类的电信领域，更具体的是涉及根据现有企业规则提供无缝用户/代理交互网络的方法和装置。
背景技术
在电话通信领域中，这几年来已经进行了许多促进更有效利用被承运呼叫中心环境中的电话通信的技术改进。大部分这样的改进导致在这种具有计算机硬件和软件的呼叫中心中集成电话和交换系统，其中上述硬件和软件尤其适于更好地接通电话呼叫，更快地传递电话呼叫和相关信息并且改进服务使客户满意。这种计算机增强电话技术在本领域被称作计算机电话集成(CTI)。
通常情况下，在单个呼叫中心内部以及在某些情况下在电话网络层次上实现具有各种设计和目的的CTI实例。例如，运行CTI软件应用的处理器可以被连接到公共或专用电话网内部的电话交换机，服务控制点(SCP)和网络接入点。在呼叫中心层次上，CTI增强处理器，数据服务器，事务处理服务器和类似设备被连接到电话交换机，并且在某些情况下经常通过专用数字链路被连接到网络层次上类似的CTI硬件。CTI处理器及其他在呼叫中心内部的硬件通常被称作用户住宅设备(CPE)。CTI处理器和应用软件构成这种为呼叫中心提供计算机增强的中心。
在一个CTI增强呼叫中心中，代理站点上的电话被连接到诸如自动呼叫分配器(ACD)交换机或专用小交换机(PBX)的中央电话交换装置。代理站点可以配备诸如个人计算机/视频显示单元(PC/VDU)的计算机终端以便操纵这种站点的代理可以通过电话设备访问存储的数据并且被连接到入局主叫方。这种站点可以通过局域网(LAN)用PC/VDU互连。一或多个数据或事务处理服务器可以也被连接到互连代理站点的LAN。LAN通常依次被连接到CTI处理器，而CTI处理器则被连接到呼叫中心的呼叫交换装置。
当一个呼叫到达一个呼叫中心时，无论是否在一个SCP上已经对呼叫进行预处理，至少呼叫线路的电话号码可用于网络提供商的呼叫中心上的接收交换机。这个服务可被多数网络用作具有诸如自动号码识别(ANI)的若干格式中的一种格式的主叫ID信息。通常，被叫号码也可以被诸如拨号识别服务(DNIS)的服务使用。如果呼叫中心得到计算机-增强(CTI)，则主叫方电话号码可以被用作从连接代理工作站的网络上的服务器的用户信息系统(CIS)数据库访问附加信息的关键字。通过这种方式，涉及呼叫的信息可以被提供给一个代理，其中经常以代理的PC/VDU上弹出的屏幕的方式提供上述信息。
近年来，计算机技术，电话设备，和基础设施方面的进步为改进公共交换和专用电话智能网络中的电话服务提供了许多机会。类似地，被称为国际互联网络的分立信息和数据网络的发展和计算机硬件和软件的进步产生了在本领域中有若干种名称的新型多媒体电话系统。在这个新系统学科中，通过多媒体计算机设备模拟电话呼叫并且以数据分组的形式通过数据网络发送诸如音频数据的数据。在这种系统中，被用来描述这种计算机模拟电话技术的广义术语是数据网络电话(DNT)。
为了进行命名和定义，本发明人希望明确指出所谓常规电话技术以及这里描述的计算机模拟电话技术或数据网络电话技术之间的区别，其中常规电话技术指的是几乎所有市民通过本地电话公司和若干长途电话网提供商享有的电话服务。常规系统在这里被称作具有或不具有CTI增强的面向连接交换式电话(COST)系统。
计算机模拟，或DNT系统对于使用并且理解计算机和数据网络系统的人们是熟悉的。DNT的最优例子或许是通过国际互联网络提供的电话服务，这种服务在这里将被称作网际协议网络电话技术(IPNT)，到目前为止该技术的使用最广泛，但仍然是DNT的一个子集。
两个系统均使用通过网络链路发送的信号。事实上，通常通过被用来到达诸如国际互联网络服务提供商(ISP)的网络中各点的本地电话线路实现到使用诸如IPNT的DNT的数据网络的连接。明确的差异是COST电话技术可以被认为是面向连接的电话技术。在COST系统中，通过特定的专用路径产生并连接呼叫，并且在呼叫期间保持连接路径。带宽基本上得到保证。其他呼叫和数据不共享COST系统中的连接信道路径。另一方面，DNT系统不是专用的或面向连接的。即，以数据分组的方式通过数据网络准备，发送和接收包含音频数据的数据。数据分组共享网络链路，并且可以穿过不同和可变路径。
近来对涉及实时DNT通信期间数据分组传输和接收的可用技术的改进允许各个公司向现有CTI呼叫中心成功加入DNT能力，其中主要是IPNT能力。如这里描述和本发明人所知的这种改进包含保证事务处理所需的可用带宽或服务质量(QoS)的方法，组织，编码，压缩并使用较少带宽更有效地传送数据的改进机制，和通过使用语音补偿方法与增强缓冲能力智能替换损失数据的方法和装置。
除网际协议(IPNT)呼叫之外，DNT中心也可以和通过其计算机访问系统的用户共享其他形式的介质。电子邮件，视频邮件，传真，文件共享，文件传送，视频呼叫等等是某些可以使用的其他介质形式。这种处理不同介质的能力产生了术语多媒体通信中心。多媒体通信中心可以是CTI和DNT中心的组合，也可以是能够接收COST呼叫并且把这种呼叫转换成数字DNT格式的DNT中心。此后当在本说明书中引用多媒体能力时会用术语通信中心取代术语呼叫中心。
在典型的通信中心中，通过国际互联网络连接和IPNT呼叫实现DNT。为此，在以下例子中会使用IPNT和国际互联网络。然而应当理解，这种使用是示例性而不是限制性的。
在本发明人所知的系统中，除了涉及两个分立的网络之外，在一个能够使用IPNT的通信中心内部处理和路由入局IPNT呼叫的方式与在CTI增强呼叫中心内使用类似或相同路由规则，等待队列等等路由COST呼叫的方式非常相同。具有CTI和IPNT能力的通信中心使用LAN连接的代理站点，其中各个站点具有通过电话交换机连接的耳机或电话以及在多数情况下通过LAN被连接到传送IPNT呼叫的网络的PC。所以，在多数情况下，IPNT呼叫被路由到代理的PC，同时常规电话呼叫被路由到代理的常规电话或耳机。无论是COST还是IPNT，通常均必须针对各种呼叫实现分立的线路和设备。
部分由于向CTI增强呼叫中心增加IPNT能力所需的附加设备，线路和数据端口增加了费用，各个公司当前正在旧COST系统和新IPNT系统之间进行各种形式的集成。例如，通过用符合网际协议的能力增强数据服务器，交互式语音响应单元(IVR)，代理连接网络等等，在只需要较少设备和线路的情况下可以集成来自各个网络的呼叫数据以便对数据进行处理，存储和传送。
在提供许多支持可用于商家和用户的各种介质类型的新通信产品的情况下，通信中心必须增加重要的应用软件以适应多样性。例如，电子邮件程序的参数不同于IP应用。IP应用的协议不同于COST呼叫，等等。路由电子邮件，IP呼叫，COST呼叫，进行文件共享等等需要分立的路由系统和/或软件部件。因而必须训练代理使用各种支持不同类型介质的应用。
随着新型介质被加到通信中心能力范围内，维护交互历史记录，报告统计结果，生成路由规则和类似操作会变得更加复杂。通常需要用诸如服务器，处理器等等的附加硬件实现来协助全部的多媒体通信和报告。所以，期望以在介质类型和应用类型之间提供无缝集成的方式根据企业(商业)规则分析，记录和路由所有多媒体分类的交互，从而允许代理智能并且有效地回答用户查询和问题。
管理现代多媒体通信中心显然需要用户/企业交互网络操作系统，这种操作系统提供实际支持任何计划内应用和介质类型的全套无缝用户交互服务。这种系统会改进通信中心的总体效率并且提高用户的满意程度。
发明内容
在本发明的一个最优实施例中，在多媒体通信中心中提供一个操作系统，该操作系统管理包含用户，商业伙伴，代理和知识工作者的事务处理伙伴之间的事务处理，并且包括一个管理用户，商业伙伴和通信中心之间的介质联系的外部介质层；一个在事务处理伙伴之间完成事务处理并且路由介质事件的工作流层；一个管理与代理和知识工作者的介质联系的内部介质层；和一个存储根据事务处理和事务处理之间的关系提取的知识的知识库。工作流层把各个事务处理捕捉成一个多媒体文件，准备并存储至少一部分事务处理的一个文本版本，关联文本版本和事务处理，从文本版本中提取出被存储在知识库中的知识，并且至少将提取的知识用于在事务处理伙伴之间路由介质事件。所记录的事务处理按时间组织。
在本发明的另一方面，提供一个由企业承运的多媒体通信中心，即管理事务处理伙伴之间的事务处理的中心，其中包括一个经过CTI增强的面向连接交换式电话(COST)呼叫交换装置，该装置连接到一个入局中继线路和内部代理站点上的电话机；至少一个通过数据链路连接到可用于企业用户的广域网并且通过内部局域网(LAN)连接到内部代理站点上具有视频显示单元(PC/VDU)的个人计算机的数据网络电话技术(DNT)路由器，DNT路由器也适于接收和发送数字多媒体文档；和一个驻留交互操作系统的管理服务器。交互操作系统包括一个管理用户，商业伙伴和通信中心之间的介质联系的外部介质层；一个在交易伙伴之间完成事务处理并且路由介质事件的工作流层；一个管理与代理和知识工作者的介质联系的内部介质层；和一个存储根据事务处理和事务处理之间的关系提取的知识的知识库。工作流层把各个事务处理捕捉成一个多媒体文件，准备并存储至少一部分事务处理的一个文本版本，关联文本版本和事务处理，从文本版本中提取出被存储在知识库中的知识，并且至少将提取的知识用于在事务处理伙伴之间路由介质事件。并且，按时间来组织所记录的事务处理和关联数据。
在另一个方面，在一个多媒体事务处理中心上提供一个管理企业的事务处理伙伴之间的交互的方法，该方法包括的步骤有：(a)识别用户联系所属的用户和介质类型；(b)在发生时记录所有的事务处理；(c)从各个事务处理中提取知识并且在一个知识库中存储提取的知识；和(d)将提取的知识用于路由和管理事务处理。在这个方法的步骤(b)中，可以按照时间对记录的事务处理进行排序。并且，在步骤(c)中通过准备至少一部分在步骤(b)中记录的事务处理的一个文本版本并且使用数据挖掘应用从文本版本中提取数据可以从非文本事务处理中提取出知识。
独特的操作系统建立了一个不断扩充并且更加有用的知识库，从而不断完善和改进与用户和商业伙伴的交互。
附图说明
图1是一个通过基于本发明一个实施例的网络操作系统增强的多媒体通信中心的图例。
图2是一个图解基于本发明一个实施例的用户交互操作系统的基本层次的模块图。
图3是一个图解图2的网络操作系统执行有关完成商业伙伴之间的交互事务处理的基本步骤的流程图。
图4是一个图解基于本发明一个实施例的代理桌面功能的模块图。
具体实施方式
图1是一个通过基于本发明一个实施例的网络操作系统增强的多媒体通信中心。一个电话网络体系结构11包括一个企业承运通信中心17，在这个例子该中心被连接到一个公共交换电话网(PSTN)13和一个广域网(WAN)15，其中上述广域网可以是公共国际互联网络或其他诸如公司企业内部互联网的数字网络。
在这个具体的实施例中，通信中心17处理可以被分类成面向连接交换式电话(COST)呼叫的常规电话呼叫和可以通过专用数字网络传递的DNT呼叫或基于诸如众所周知的网际协议的协议的呼叫的数据网络电话(DNT)呼叫。DNT呼叫的特征在于以和COST呼叫中专用连接相反的方式通过寻址数据分组发送数据。如上所示，PSTN 13可以是不同于公共网络的专用网络。WAN 15可以是一个公司企业内部互联网，国际互联网络，或本领域中已知的其它类型WAN。传递呼叫和集成呼叫中心的具体方法与本发明的目标没有特别的关系。有许多发明人和本领域所知的方法。根据实际的系统可以通过不同的方式满足在电话和计算机之间的公开内容中讨论的具体要求，但这些要求应当被认为是等价于本发明的所有目标。
入局COST呼叫到达在网络结构13中的网络层电话交换装置19并且通过中继线23被连接到通信中心17内部的中央电话交换装置27。根据现有路由规则通过内部线路56把呼叫从交换装置27路由到分别驻留在代理工作站31，33，35和37上的代理电话47，49，51和53。
入局DNT呼叫和其他诸如电子邮件，文件传送和类似操作的通信事件到达WAN 15内的一个路由结点21并且通过数字连接25被传递到通信中心17内部的一个路由服务器29。在某些实施例中，一旦呼叫到达服务器29，可以根据现有路由规则通过LAN 55把它们直接路由到诸如分别位于代理工作站31，33，35和37上的PC/VDU 39，41，43或45的个人计算机/视频显示单元(PC/VDU)。
在这个实施例中，交换机连接的电话47-53也通过一个耳机被连接到PC/VDU 39-45，其中上述耳机被连接到基于发明人所知的技术的计算机声卡并且通过一个I/O电缆来实现。通过这种连接方式，代理可以使用相同的耳机应答入局COST和DNT呼叫。
在示出的示例性系统和通信中心中，设备和应用适合于在各个代理站点上提供多媒体操作，所以代理可以通过许多不同的、在多媒体领域内已知的方式与客户进行交互。
在这个实施例中，在通信中心17和PSTN 13中提供计算机电话技术集成(CTI)增强。例如在PSTN 13中，一个运行被发明人称作T服务器(TS)的CTI应用的实例的处理器61和一个统计服务器(Stat)通过CTI链路65被连接到电话交换机19。一个具有交互式语音响应单元(IVR)形式的智能外设59通过数据连接63被连接到处理器61。在通信中心17内部还图解了类似的CTI设备。即，一个运行TS和Stat的实例并且通过CTI链路71被连接到电话交换机27的处理器67，和一个通过数据连接73被连接到处理器67的IVR 69，其中处理器还被连接到通信中心17内部的一个局域网(LAN)55。
在可选实施例中也可以通过一个CTI链路24把WAN 15中的一个CTI处理器22连接到服务器21。并且在某些实施例中由一个分立的数据网络66连接这些CTI处理器。通过这种方式，可以在网络层次上根据通信中心17的协商和指导进行智能路由。
本领域技术人员应当理解，如上所述，在不偏离本发明的宗旨和范围的前提下CTI增强可以被驻留在PSTN 13的一个处理器和通信中心17的一个处理器上。发明人单纯为了举例选择示出具有不同功能的单独处理器。技术人员应当理解实际上可以多于或少于通信中心17所示的4个代理站点，并且硬件和软件方案可以有许多种。并且也可以通过多种方式把家庭代理连接到呼叫中心。
在本发明的一个最优实施例中，提供一个此后被称作(CINOS)的用户交互网络操作系统以便管理通信中心17，优化和记录在通信中心17上从网络13和15接收的所有代理/用户交互。CINOS的独特在于它是一个多层面向对象和过程的系统，其中通过基于知识的体系结构和对象模型实现有关其功能的各个方面的逻辑。下面会更全面描述的CINOS的各种功能包含捕捉(记录)，分析，路由，并且在许多情况下包含通过自动过程对参与和企业(承运通信中心的公司)进行的交互的用户作出应答。CINOS适于支持所有的计划内通信介质，例如包含电子邮件，视频邮件，文件传送，聊天会话，IP电话，和诸如语音电话，语音邮件，传真等等的CTI COST事务处理的多媒体DNT应用。
参照图1，CINOS使用各种LAN连接机器执行各种操作。在这些不同硬件实现中间有一个适于物理存储和提供所有多媒体事务处理的多媒体服务器(MIS)79和一个适于物理存储和提供有关用户的、诸如购买历史记录，财务状况，产品偏好，联络信息等等的信息的用户信息系统服务器(CIS)57。一个中央服务器(COS)77充当CINOS管理应用(如文字圆框所示)的主机，该应用实际上是控制系统的所有操作和功能的父应用。
除了上述驻留CINOS程序的机器之外，诸如PC/VDU 39的各个PC/VDU具有一个适于和父应用交互的CINOS代理桌面接口或客户端应用(未示出)。并且，为通信中心17提供特定专用功能、诸如交换机连接CTI处理器，IVR及其他有关设备的各个机器驻留CINOS应用程序接口(API)的实例，从而允许无缝集成被用于通信中心17内部的各种计划内应用和介质类型的不同参数和/或协议。这种程序也可以共同驻留或通过任何组合或其自身来驻留。另外，为了提高性能，可以在服务器之间提供附加专用网络链路，但它们本质上只是性能增强器，因而为了简洁这里只示出一个简单网络。
如前所述，CINOS包括一个多层体系结构。这种独特的体系结构包括一个与用户或商业联系人接口的外部介质层，一个作出路由决定，组织自动应答，记录事务处理并且进行其它操作的工作流层和一个稍后与某个代理或知识工作者接口并且提供交互的内部介质。与CINOS相关的一个创新概念涉及把工具化处理模型，知识库及其他对象模型用作其各种功能的基本指令。这些模块约定可以彼此相互限制，并且可以容易地编辑以提供一个实际符合任何现有商业逻辑的可定制框架。
在简单操作中并且在进行任何网络层次路由之后，包含其他介质事件的COST呼叫和DNT呼叫分别到达电话交换机27的通信中心17和路由服务器29。正如这里所定义的，网络层次路由包含任何可以通过处理器59，a和22取代和协助的智能实现。对多个通信中心的负载均衡和通过数据网络连接66传送在网络层次获得的用户数据是这种网络层次路由的例子。
一旦一个呼叫或其他通信事件在交换机27或路由服务器29上登记，则CINOS立即识别与呼叫相关的介质类型并且根据企业规则开始其处理。例如，一个正进行的COST呼叫首先可以被路由到IVR69，其中可以向用户提供不同的选择，例如留下语音消息，在队列中等待，接收回呼或电子邮件等等。在这种情况下，通过IVR 69进行的交互最好使用语音识别技术，例如本领域已知的技术，但也可以使用按键响应或其他已知方法。如前所述，主叫方可以根据一些选项进行选择，例如为下一个可用代理而保留，选择一个诸如传真回送的自动响应，或者稍后由代理发出诸如电子邮件或回呼的响应。在所有情况下，CINOS以独立于介质和应用的方式无缝处理和执行完成主叫方目标所需的逻辑。
以和上述在线(live)主叫方基本相同的方式处理DNT事件。例如，一个IP呼叫可以被路由到一个与IVR数字等价的设备以便进行交互或排队等待下一个可用代理，等等。在一个实施例中，IVR 69可适于处理COST和DNT交互。
在MIS 79中记录和存储所有与在线外部介质进行的、无论是否在线均包含基于实际文本的事件的交互，其中还存储介质的一个相关文本版本，并且上述文本版本成为一个总体有序交互历史记录的一部分。根据诸如介质类型，事件是否在线呼叫等等的现有参数以不同方式实现上述操作。例如，CINOS可以执行一个指示IVR 69在用户交互期间数字记录一个入局COST呼叫并且在MIS  79中存储事务处理的语音记录的命令。通过语音-文本技术(本领域中已知)在语音记录的同时产生或由值守人员通过人工注释产生的记录的一个文本版本可以发送和存储到DB 79中。类似地，可以在MIS  79中记录和存储一个到达路由服务器29的IPNT呼叫，其中在DB  79中存储交互的一个相关文本版本。也可以通过类似方式处理电子邮件，视频呼叫，语音邮件等等。例如，在MIS服务器79中存储一个入局电子邮件，同时可以从电子邮件中提取文本并且与该电子邮件相关存储。
事件的文本版本的作用是双重的。通信中心17的一个完全基于文本的事务处理历史记录可以被编译并且留待以后访问和审计。其次，在某些情况下，一个代理或知识工作者可以在接收事件的路由通知的同时看见事件的文本版本。通过这种方式，代理在接电话之前可以有精神准备。在显示时事件的文本版本必须是可被机器和人读懂的。作为代理的客户端应用一部分的独立于交互介质的查看器可以被用来传播最初不能被人阅读的信息。
这里必须注意，一个事件的文本版本可以是或不是实际介质事件的完整和逐段的重现。例如，一个电子邮件可以包含许多文档，每个文档均具有许多文本页面。所以，具体电子邮件事件的文本版本可以简单地包含名称和涉及作者，购买订单和一列包括标题，基本内容或备忘录以及可能的人工注释的文档的详细内容。电子邮件的附件可以被单独存储，并且也可以被交叉索引和检索。当事件被路由到一个代理桌面时查看购买订单会告诉代理这个电子邮件是重要的。
一个最初被存储成位映射文档的传真可以通过光学识别(OCR)技术被转换成系统中的文本，其中有时在文本版本79中只记录某些内容，例如作者联络信息，传真的基本意向，初始传真中包含的特殊号码或代码，有时会将整个文本OCR，而初始传真被完整存储在DB 79中。这种根据实际介质专门分析出的代码或号码可以是企业建立的唯一编码系统的一部分，该系统指导用户在同订单，服务请求等等内容中包含这种代码或号码。
通过发明人所知的文本分析器完成对文本消息的分析。在其他诸如视频或图形的非文本介质类型中，通过值守人员可以得到描述性说明并且如上所述存储在DB 79中。语音识别技术也可以被用于录音或伴音视频。无论介质类型如何均根据企业规则记录和存储所有事务处理，其中在这种事务处理的所有内容没有全部被转换成文本并存储在与事件记录相关的DB  79中的情况下只记录有意义的内容部分。并且，文本版本的重要性在于从中提取的事务处理知识具有机器可操作代码形式，从而允许实现搜寻和交叉索引功能，否则便不能实现此功能。
在分析并处理有关排队，记录，存储等等的入局事件之后，CINOS决定各个事件的分配路径。例如，如果是企业规则中规定的优先动作，队列中的在线呼叫被路由到在线代理。使用推进技术把电子邮件路由到下一个可用代理，或者简单地存储在MIS服务器79中，其中在接收通知之后代理可以检索电子邮件。诸如IVR语音请求的记录事件被存储在MIS服务器79中，其中代理等等可以检索这些事件。
通过使用路由和路由通知事件，根据技术或任何其他基于规则的路由方法可以通过LAN55把任何介质路由到一个适当的代理。根据代理的判断或根据规则可以从MIS服务器79访问实际的多媒体事件，并且被存储在DB 79中的事件的文本版本可以和入局事件的通知一直被镜像和路由到代理。
CINOS可以执行其他服务，例如在没有代理参与的情况下通过发出自动传真响应，为用户提供涉及用户发出的订单的记录信息的出站拨号活动等等操作对介质请求作出应答。可以通过若干商业伙伴，用户，代理等等之间的商业或聊天应用进行网络操作，其中作为讨论过程的一部分，各个条目可以被存储在DB 79中，其中包含另一种介质类型的、或许由通信中心代理在讨论期间发到一个参与方的应答。
作为一个通用规则，在一个大容量存储服务器中实现全部多媒体存储，并且通过交叉索引被链接到数据库。根据商业模型，在数据库中存储全部文本或只存储部分注释，也可以根据介质类型混合存储。
除支持多种应用和协议之外，为CINOS提供建立独立于介质、适于解决问题和减少问题的自助式向导的工具。类似地，提供适于支持任何选定介质的外部和内部交互介质查看器。
CINOS使用本领域已知的对象模型和链接技术实现其大部分与在诸如中心17的通信中心中工作的企业代理或知识工作者进行无缝用户交互的目标。例如，一个交互对象模型(IOM)表示一个对DB 79中存储的所有交互历史记录的复制并且提供对所有交互的事务处理状态的审计跟踪。一个交互处理模型(IPM)控制如何在操作系统内部处理事件。
一套附加模型确定代理如何通过常规推进模型，混合推进模型，发布和预订模型，或中断模型接收其路由介质。通过改变推进主题或方案也可以对交互事件划分优先权。例如，对电子邮件使用常规推进技术意味着代理只处理电子邮件(介质类型)。综合推进模型和发布与预订模型便产生了中断模型，其中代理可以预订各种诸如应答电话和应答传真的路由介质，但可以为另一种诸如电子邮件等等的介质类型的重要交互而中断。通过这种方式可以根据一个自动环境内部的企业规则使用代理的时间。
可以使用一个单独的规则设置知识库并且根据企业规则和介质参数选择配置出站活动。这个单独的出站工具组可用于通过预测拨号，电子邮件推进，自动记录消息等等产生用户会话。
本领域技术人员会理解，公共对象模型(COM)可用来针对任何类型的企业情况实际产生任何类型的模型。本发明人的意图是提供本领域已知的可用控制代码建立过程和对象模型并且允许连接模型之间的交互。如前所述，其部分原因在于CINOS使用这些各种模型和知识库实现领先于现有技术系统的期望交互。本发明人所知还没有这种基于上述技术的网络接口操作系统。
通过一些不同的拓扑可以实现CINOS。例如，CINOS可以被实现成具有如图1所示的一个通信中心的集中式拓扑，一个单独的通信中心可以分散在多个物理位置上的分布式拓扑，用一个单独的代理组服务于不止一个公司或用户库的分段通信中心，或多个诸如中心17的通信中心共同服务于一个公共用户组或用户库的广域通信网络。商务中涉及的、诸如大财务机构的、承运许多地理分散的通信中心的企业可以通过标准化和分布式的方式使用CINOS体系结构建立其全部网络系统。由于可以被工具化以实际适应任何被连接到一个具有DNT能力的通信中心的网络体系结构，因而对可以使用CINOS的企业的类型没有限制。
本领域的技术人员还会理解，在不偏离本发明的宗旨和范围的前提下可以在诸如处理器61，PSTN 13中的IVR 59或WAN 11的路由结点21的网络层次上包含和实现基于本发明的各种实施例的CINOS程序。
图2是一个图解基于本发明一个实施例的网络操作系统的基本层次的模块图。如前针对图1所述，CINOS包括三个基本操作层次。它们是外部介质层83，工作流层85，和内部介质层87。
如图所示，外部介质层83通过用户a，b和商业联系人c直接与用户、商业联系人或伙伴接口。上述各个参与方上面的双向箭头图解了用户端与CINOS进行的交互。
在一个实施例中，外部介质层83可以是一个提供新闻信息的多层Web自助接口和一个具有可以专用于用户的其他服务的主机。在这个实施例中，外部介质层83在许多方面类似于Web浏览器。
工作流层85包括3个从内容分析类别89开始的基本功能类别，在内容分析类别中进行文字分析，语音分析，IVR交互，记录和存储。下一个类别是上下文解析91。上下文解析导致用户识别，商业过程绑定，准备路由等等。被称作交互路由93的第三个类别包括涉及向代理，服务人，知识工作者，商业伙伴，用户和类似方面，即所有事务处理伙伴提供交互相关的各种处理。类别93包括排队，基于技能的路由，自动处理，工作流程模型等等。
内部介质层87包括一个图1中未示出但下面会更详细地描述的代理桌面接口。外部层83和内部层87均包含允许独立于介质和应用的接口所需的工具，例如上述自助向导，介质查看器及其他企业规则规定的控制。
除了其他选项之外，内部介质层87为代理提供关于用户或联系人的信息，关于当前或历史商业过程的信息，关于交互及其与商业过程的关系的信息，和一个指导代理或知识工作者作出交互响应并操作工作流程的知识库。图中通过双向箭头示出了与系统交互的代理a，代理b和知识工作者c。技术人员会发现这些只是例子，可能有更多这样的个人，并且在某些情况下交互可以被路由到机器以得到响应。
本领域的技术人员会理解，在不偏离本发明的宗旨和范围的前提下这里图解的CINOS的多层体系结构可以包括更多或不同的步骤或过程。
图3是一个图解图2的交互操作系统执行的有关完成用户和代理之间的事务处理的基本步骤的流程图，其中由用户发起事务处理。由于系统是双向的，在一个代理发起的通信的相反方向可以实现类似的步骤，但本例子将阐述系统的发明方面。在步骤95，在诸如中心17的CINOS通信中心的适当CTI交换机(COST)或路由服务器(DNT)上接收一个诸如在线呼叫，电子邮件等等的入局事务处理。在步骤97，识别用户和介质类型并进行交互。
在一或多个数据库应用使用的一或多个大容量存储设备中记录和存储所有事务处理，其中包含诸如视频呼叫，DNT呼叫，COST呼叫的在线呼叫，电子邮件和其它文本文档，类似聊天中继的实时介质，聊天中继，诸如语音邮件和视频邮件的多媒体形式，及其他将来和当前的实时介质。这可以作为图1的服务器79，尽管图1的图例只是示例性的。
本发明的基本目标是从每个事务处理中提取最大信息以建立一个知识库，该知识库可被用于动态管理和将来的分析和开发。主要通过数据挖掘来实现该目标，数据挖掘适用于通常为文本的机器可操作代码。由于提取的性质，在处理在线呼叫和不同于在线呼叫、我们称之为存储转发介质的交互的方式方面存在差异。
在步骤99区分出介质的文本性质。如果用户选择的介质已经是文本方式，则在接收(101)时记录事务处理，并且一个数据挖掘应用在步骤103提取出重要信息并且把信息存储在知识库中。在某些情况下，诸如最初记录的版本和任何提取数据有不同事务处理部分和版本彼此关联并且涉及以前存储的其他知识，并且成为一个排序交互历史记录中与一个进行中的交互相关的部分，最终成为一个总的联系历史记录。在其它情况下只使用注释或全部文本。
如果在步骤99确定用户选择的介质是诸如COST或IPNT呼叫的实时交互请求，则在步骤107访问现有的知识库并且把呼叫路由到最优匹配的地方。当然，可以通过多种方式实现这种操作，例如通过本发明人所知的ADC，基于技能的路由，传送到IVR进行自动处理，和企业规则指定的方式。如果被路由到一个代理，则可以从CIS服务器57(图1)检索用户信息并且发送到代理的PC，可以提供适当的脚本以便指导代理与主叫方进行交互。
在步骤109中，在发生时记录实际的事务处理，在在线呼叫的情况下上述记录可以视频记录、音频记录或其组合。记录最好是数字化的。
在步骤111，根据实际事务处理准备一个最大文本版本。其能力取决于系统的完善程度。这种处理可以象某人添加注释那样简单，也可以象语音-文本应用在发生事务处理时准备一个完全的文本版本那样复杂。
在步骤113，挖掘文本版本中的数据并且得到的知识被存储在适当的知识库中以便将来使用，并且上述知识被添加到被适当交叉索引的总体记录中。
本领域的技术人员会理解，会有许多程序，这些程序包括执行根据企业规则而确定的不同处理的各种步骤，并且无论系统体系结构是集中式的还是分布式的，除了其它方面之外，企业规则会根据公司类型，产品和或服务类型发生改变。这里的实施例只是涉及一个入局事件的CINOS处理的处理功能的基本例子。
图4是一个图解基于本发明一个实施例的代理桌面功能的模块图。作为CINOS总体体系结构一部分的一个代理桌面客户端115允许一个代理或知识工作者配置并且控制他的或她的针对系统其余部分和外部介质的接口。客户端115可以根据具体代理参数进行个性化设置。一个桌面接口117可以更象一个包含许多类似属性的个性化Web浏览器，这些属性涉及包含全部多媒体功能，软件工具包，链接和嵌入能力等等的网络能力。
一个HTML客户端应用119检查所有上述网络能力。例如在这个实施例中，HTML客户端119使用标准的HTTP协议与一个国际互联网络信息服务器121通信。客户端119至少可以和一个国际互联网络浏览器配合用于全部多媒体功能。在某些实施例中，最多可以提供一个具有全部Web浏览器功能的全功能客户端。例如，除了在其配置中具有一个全功能导航工具之外，一个代理可以产生并且把Web表格，Web页面，嵌入控制编辑成这种基于Web的表格或页面以便提供某些用户交互机制。
在另一个实施例中，服务器121可以是一个专用网络或公司WAN上的一个服务器以代替一个国际互联网络服务器。然而在一个最优实施例中，在打算支持所有现有和已知通信协议时，任意数量位于国际互联网络上并且/或者被链接到一个不同于国际互联网络的WAN的服务器可以和客户端119通信。
提供一个窗口客户端123以便把代理的PC上的现有应用无缝集成到网络应用和处理中。通过一个包含所有建立，集成和定制接口所需的控制的桌面工具包125可以实现这个目标。
一个商业逻辑层包括此后被称作商业对象129的商业对象模型129，该模型表示联络，交互，知识库，事件，路由过程及其他系统程序。通过本领域已知并且本发明人可用的公共对象模型(COM)实现各种上述桌面构件与这些逻辑的集成和交互。通过用一个CTI工具组或工具包(未示出)提供或产生的控制完成桌面到CTI的集成。例如，如果企业期望综合语音和电子邮件，CTI工具包会被用来建立和集成接口。
诸如CIS，企业资源规划(ERP)，商务，和类似应用的现有网络应用使用COM与各种商业对象交互并且也可以使用ODBC和SQL与物理数据库交互。
本领域的技术人员会理解，在不偏离本发明的宗旨和范围的前提下通过WAN在一个单独的通信中心或在多个链接的通信中心中可以实现CINOS。
本领域的技术人员会理解，在不偏离本发明的宗旨和范围的前提下可以产生控制对CINOS的访问的规则。例如，用户可以要求申请CINOS，也可以提供一个允许这种访问的用户应用。在另一个实施例中，可以根据所建立的用于控制商务，金融交易及其他处理的安全规则为普通公众提供访问。
诸如多数已经被描述的CINOS的交互操作系统现在和将来会有许多实现机会。本发明的宗旨和范围仅受后面的权利要求书的限制。

Claims (1)

1.一种在多媒体事务处理中心中管理一个企业的事务处理伙伴之间的交互的方法，该方法包括的步骤有：
(a)利用用户和介质类型识别用户联系；
(b)在所有的事务处理发生时将它们记录，其中按照时间来组织记录的事务处理；
(c)从各个事务处理中提取知识并且在一个知识库中存储提取的知识，其中通过准备至少一部分在步骤(b)中记录的事务处理的一个文本版本并且使用数据挖掘应用从该文本版本中提取数据来从非文本事务处理中提取知识；和
(d)将提取的知识用于路由和管理事务处理。
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CA2343288A1 (en) 2000-03-23
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CN101635775B (zh) 2011-12-28
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JP2002525895A (ja) 2002-08-13
WO2000016203A1 (en) 2000-03-23
US6345305B1 (en) 2002-02-05
US6230197B1 (en) 2001-05-08
US6108711A (en) 2000-08-22
AU5810599A (en) 2000-04-03
EP1125208A1 (en) 2001-08-22
BR9913621A (pt) 2001-05-22
CN101635775A (zh) 2010-01-27
AU750215B2 (en) 2002-07-11
EP1125208B1 (en) 2010-04-21
DE69942278D1 (de) 2010-06-02
EP1125208A4 (en) 2005-11-30
CN1323418A (zh) 2001-11-21

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