Electrical computers and digital processing systems: multicomput – Computer-to-computer data routing – Routing data updating
Reexamination Certificate
2006-10-10
2006-10-10
Vu, Huy D. (Department: 2616)
Electrical computers and digital processing systems: multicomput
Computer-to-computer data routing
Routing data updating
C709S238000, C709S224000, C709S223000
Reexamination Certificate
active
07120700
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.
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Beck Christopher Clemmett Macleod
Berke Jonathan Michael
Johnstone Joel A.
Knuff Charles Dazler
Mitchell Robin Marie
Boys Donald R.
Central Coast Patent Agency Inc.
Genesys Telecommunications Laboratories , Inc.
Ho Chuong
Vu Huy D.
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