US6539419B2
Expired / Lapsed
US
⏱️ 0.0 years remaining
Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
Assignee: Alcatel Lucent SAS
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Filing: 2001-10-24
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Granted: 2003-03-25
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Expires: 2021-10-24
Abstract
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.
Inventors
- 👤 Christopher Clemmett Macleod Beck
- 👤 Jonathan Michael Berke
- 👤 Joel A Johnstone
- 👤 Robin Marie Mitchell
- 👤 James Karl Powers
- 👤 Mark Franklin Sidell
- 👤 Charles Dazler Knuff
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-24 20:19
CPC Classifications
G; G06; G06Q; G06Q10/00; G06Q10/06; G06F; G06F16/00; G06F16/30; G06F16/40; G06F16/44; G06F40/00; G06F40/20; G06F40/279; G06Q10/10; G06Q10/107; H; H04; H04L; H04L45/00; H04L45/14; H04L51/00; H04L51/07; H04L51/10; H04L65/00; H04L65/1066; H04L65/1101; H04L65/40; H04L65/401; H04L67/00; H04L67/01; H04L67/02; H04L67/04; H04L67/10; H04L67/1097; H04L67/14; H04L67/34; H04L67/50; H04L67/535; H04L69/00; H04L69/30; H04L69/32; H04L69/322; H04L69/329; H04L9/00; H04L9/40; H04M; H04M3/00; H04M3/22; H04M3/2281; H04M3/42; H04M3/50; H04M3/51; H04M3/5158; H04M3/5183; H04M3/5191; H04M3/523; H04M3/5237; H04L51/04; H04M2201/00; H04M2201/38; H04M2201/40; H04M2201/42; H04M2201/60; H04M2203/00; H04M2203/35; H04M2203/357; H04M2203/40; H04M2203/402; H04M2203/404; H04M2203/45; H04M2203/4536; H04M2207/00; H04M2207/20; H04M2207/206; H04M3/20; H04M3/2218; H04M3/36; H04M3/42221; H04M3/42314; H04M3/42323; H04M3/487; H04M3/493; H04M3/4938; H04M3/5166; H04M3/5175; H04M3/5231; H04M3/5232; H04M3/5233; H04M3/56; H04M7/00; H04M7/006; H04M7/12; H04W; H04W40/00; H04W40/02; H04W76/00; H04W76/10; H04W84/00; H04W84/02; H04W84/04; H04W84/042
Claims Analysis
Total Claims: 16
Claim 1
Independent Claim
44 words
In a multimedia communication center (MMCC), a client self-help system, comprising: a self-help wizard presentable in an interactive interface to the client by the MMCC; and an updating function whereby the self-help wizard is automatically updated each time the client completes a new transaction.
Claim 2
Dependent Claim
44 words
In a multimedia communication center (MMCC), a client self-help system, comprising: a self-help wizard presentable in an interactive interface to the client by the MMCC; and an updating function whereby the self-help wizard is automatically updated each time the client completes a new transaction.
Claim 3
Dependent Claim
22 words
The system of claim 1 wherein the self-help wizard is programmable by a worker connected by a computerized workstation to the MMCC.
Claim 4
Dependent Claim
27 words
The system of claim 1 wherein the client may select a medium from WEB interface, e-mail, COST telephony, IP telephony, facsimile reception, and downloading of video documents.
Claim 5
Dependent Claim
31 words
The system of claim 3 wherein, by selection of a media type, the client initiates a call back in the media selected to a client apparatus compatible with the media selected.
Claim 6
Dependent Claim
53 words
The system of claim 4 wherein, by selecting COST or IP telephony, the system places a call by an Interactive Voice Response (IVR) unit to the client through a telephone number or IP address listed for the client, and the IVR then interacts with the client to provide specific help to the client.
Claim 7
Dependent Claim
29 words
The system of claim 1 further comprising an ordering function tailored to a client providing an ordering interface for parts and services relating to products purchased by the client.
Claim 8
Dependent Claim
36 words
The system of claim 1 wherein the self-help wizard comprises a reporting function, and the reporting function monitors client activity related to the wizard and makes that activity available to an enterprise agent through the OS.
Claim 9
Independent Claim
45 words
A method for providing aid to a client of an enterprise- hosted multimedia call center (MMCC), comprising steps of: (a) providing a self-help wizard presentable in an interactive interface to the client; and (b) automatically updating the wizard each time the client completes a transaction.
Claim 10
Independent Claim
45 words
A method for providing aid to a client of an enterprise- hosted multimedia call center (MMCC), comprising steps of: (a) providing a self-help wizard presentable in an interactive interface to the client; and (b) automatically updating the wizard each time the client completes a transaction.
Claim 11
Dependent Claim
16 words
The method of claim 8 including a step for programming the wizard by an enterprise worker.
Claim 12
Dependent Claim
37 words
The method of claim 8 further comprising a step for allowing the client to select a medium for communication with the MMCC, from WEB interface, e-mail, COST telephony, IP telephony, facsimile reception, and downloading of video documents.
Claim 13
Dependent Claim
31 words
The method of claim 10 wherein, by selection of a media type, the client initiates a call back in the media selected to a client apparatus compatible with the media selected.
Claim 14
Dependent Claim
54 words
The method of claim 11 wherein, by selecting either COST or IP telephony, the system places a call by an Interactive Voice Response (IVR) unit to the client through a telephone number or IP address listed for the client, and the IVR then interacts with the client to provide specific help to the client.
Claim 15
Dependent Claim
24 words
The method of claim 8 further comprising a step providing an ordering interface for parts and services relating to products purchased by the client.
Claim 16
Dependent Claim
28 words
The method of claim 8 further comprising a step for monitoring client activity with the wizard and making that activity available to an enterprise agent through the OS.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2006-03-24 | 2006-09-23 | 2007-03-25 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2010-03-24 | 2010-09-23 | 2011-03-25 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2014-03-24 | 2014-09-23 | 2015-03-25 | $7700.00 | Window Closed / Lapsed |