METHOD AND APPARATUS FOR SUPPORTING DIVERSE INTERACTION PATHS WITHIN A MULTIMEDIA COMMUNICATION CENTER

摘要

A programmable diverse interaction code module (DIM) (301) in an enterprise- hosted multimedia call center (MMCC) (17) for facilitating and monitoring diverse interactions between parties including customers and business associates communicating through the MMCC (17) includes a database interface for access to an MMCC data repository and an association facility for associating parties to transactions with agents (31, 33, 35, 37) and project s. The association facility assigns association identifiers to parties accordin g to defined projects and issues, and the database interface stores transactio ns in the data repository. The database interface stores transactions between parties on threaded strings, the threading associated by one or more of project, issue, and chronology, and the DIM (301) is programmable to apply t o a single enterprise project.