Electrical computers and digital processing systems: multicomput – Computer network managing – Computer network monitoring
Reexamination Certificate
2005-06-21
2005-06-21
Chin, Wellington (Department: 2664)
Electrical computers and digital processing systems: multicomput
Computer network managing
Computer network monitoring
C709S223000, C709S227000, C709S228000, C709S242000, C709S202000, C709S217000, C709S218000, C709S204000, C709S203000, C370S352000, C379S265090, C379S265010, C379S265050, C379S265060, C379S265070, C379S265020
Reexamination Certificate
active
06910072
ABSTRACT:
In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard is provided for active clients and updated periodically with information related to client transaction history with the MMCC. A connected client is presented by the wizard with a selective media function through which the client may a select a media type for interaction and help, and the MMCC will then re-contact the client through the selected media. The client, for example, may select IP or COST telephony, and the MMCC will place a call to the client to a number or IP address listed for the client, and interactivity will then be through an interactive voice response unit. Help information specific to a client is updated in the client's wizard periodically according to ongoing transaction history with the MMCC. The wizard may also monitor client activity with the wizard and make reports available to various persons.
REFERENCES:
patent: 6108711 (2000-08-01), Beck et al.
patent: 6138139 (2000-10-01), Beck et al.
patent: 6167395 (2000-12-01), Beck et al.
patent: 6170011 (2001-01-01), Macleod Beck et al.
patent: 6212178 (2001-04-01), Beck et al.
patent: 6230197 (2001-05-01), Beck et al.
patent: 6332154 (2001-12-01), Beck et al.
patent: 6370508 (2002-04-01), Beck et al.
patent: 6381640 (2002-04-01), Beck et al.
patent: 6539419 (2003-03-01), Beck et al.
U.S. Appl. No. 10/001,523, filed Oct. 24, 2001, Beck et al.
U.S. Appl. No. 09/183,551, filed Oct. 29, 1998, Beck et al.
U.S. Appl. No. 09/182,745, filed Oct. 28, 1998, Beck et al.
Beck Christopher Clemmett Macleod
Berke Jonathan Michael
Johnstone Joel A
Knuff Charles Dazler
Mitchell Robin Marie
Boys Donald R.
Central Coast
Chin Wellington
Genesys Telecommunications Laboratories , Inc.
Ho Chuong
LandOfFree
Method and apparatus for providing media-independent... does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Method and apparatus for providing media-independent..., we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Method and apparatus for providing media-independent... will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-3517770