Multi-media transactions presentation based on user physical characteristics
AssigneeRockwell Electronic Commerce Technologies, LLC
InventorsEric James, David Funck
Life of this patent
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Abstract
The method and apparatus is for converting messages and responses between different formats in a communication system. The method may have in one embodiment the following steps: providing at least one plug-in that implements at least one message format conversion in the communication system; assigning the at least one plug-in to a handicapped agent; and activating the at least one plug-in for the respective handicapped agent for converting received messages in a first format to a second format and for converting responses in the second format to the first format. The apparatus implements the method.
Claims20
A method of converting messages and responses between different formats in a communication system, comprising:
- providing a plurality of agents;
- determining which of the agents are handicapped agents and their respective handicap;
- providing at least one plug-in that implements at least one message format conversion in the communication system;
- assigning the at least one plug-in to each handicapped agent based upon their respective handicap;
- selecting a handicapped agent to respond to a message;
- and
- activating a plug-in for the respective selected handicapped agent for converting received messages in a first format to a second format and for converting responses in the second format to the first format.
A method of converting messages and responses between different formats in an automatic call distribution system, comprising steps of:
- providing a plurality of agents and a plurality of format conversion plug-ins;
- determining which of the plurality of agents are handicapped agents;
- determining respective format conversion plug-ins of the plurality of format conversion plug-ins for the handicapped agents of the plurality of agents;
- assigning at least one respective format conversion plug-in to the respective handicapped agents of the plurality of agents;
- receiving a message in a first format;
- identifying the first format of the message;
- selecting an agent from the plurality of agents to respond to the message;
- activating, when the selected agent is the respective handicapped agent, the at least one respective format conversion plug-in for the respective handicapped agent;
- converting the message from the first format to a second format;
- and
- providing the message in the second format to the respective handicapped agent.
A computer readable medium containing embedded computer program code for converting messages and responses between different formats in a communication system having a plurality of agents, the computer readable media containing computer program code segments comprising:
- a first computer program code segment that provides a plurality of plug-ins that each implement at least one message format conversion in the communication system;
- a second computer program code segment that determines which of the plurality of agents are handicapped agents and assigns respective plug-ins to respective handicapped agents based upon their respective handicap;
- and
- a third computer program code segment that, upon detecting a message in a first format, selects an agent and when the selected agent is a handicapped agent activates the respective plug-in for the respective handicapped agent for converting the detected message in the first format to a second format and for converting a response in the second format to the first format.
An apparatus that converts messages and responses between different formats in a communication system, comprising:
- means for providing a plurality of agents and a plurality of format conversion plug-ins;
- selects an agent and activates when the selected agent is a handicapped agent,
- means for determining respective format conversion plug-ins of the plurality of format conversion plug-ins for the respective handicapped agents of the plurality of agents based upon each agent's respective handicap;
- means for assigning at least one respective format conversion plug-in to the respective handicapped agent of the plurality of agents;
- means for receiving a message in a first format;
- means for identifying the first format of the message;
- means for selecting an agent from the plurality of agents to respond to the message;
- means for activating, when the selected agent is the respective handicapped agent, the at least one respective format conversion plug-in for the respective handicapped agent;
- means for converting the message from the first format to a second format;
- and
- means for providing the message in the second format to the respective handicapped agent.
Dependencies are inferred from the claim text.