US6718366B2
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: 2002-02-11
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Granted: 2004-04-06
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Expires: 2022-02-11
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 20:18
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
102 words
In a multimedia communication center (MMCC), a client self-help system, comprising: an operating system (OS) including an outward-facing communication interface for accepting communications from clients, and for presenting a display for a connected client; an interactive self-help wizard model presented in a graphic interface in the display and configured to a selected client; and a media selection interface presented in the graphic interface by which the connected client may select a particular media for receiving help, and indicate the nature of help desired; wherein the self-help wizard is periodically automatically updated in available information according to client transaction history with the enterprise.
Claim 2
Dependent Claim
102 words
In a multimedia communication center (MMCC), a client self-help system, comprising: an operating system (OS) including an outward-facing communication interface for accepting communications from clients, and for presenting a display for a connected client; an interactive self-help wizard model presented in a graphic interface in the display and configured to a selected client; and a media selection interface presented in the graphic interface by which the connected client may select a particular media for receiving help, and indicate the nature of help desired; wherein the self-help wizard is periodically automatically updated in available information according to client transaction history with the enterprise.
Claim 3
Dependent Claim
25 words
The system of claim 1 wherein the self-help wizard model is accessible and programmable by a worker connected by a computerized workstation to the MMCC.
Claim 4
Dependent Claim
26 words
The system of claim 1 wherein the media open to client selection includes WEB interface, e-mail, interactive voice response, facsimile reception, and downloading of video documents.
Claim 5
Dependent Claim
31 words
The system of claim 1 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
55 words
The system of claim 4 wherein, by selecting connection-oriented switched-telephony (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
31 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 recently acquired enterprise products 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
89 words
A method for providing self-directed aid to clients of an enterprise-hosted multimedia call center (MMCC), comprising steps of: (a) configuring a graphic self-help wizard interface including a media-selection function for a selected client associated with the enterprise, and presenting the wizard in a graphic display to a connected client; (b) updating the wizard with information periodically according to client transaction history with the enterprise; and (c) establishing an interactive communication with the client in the media selected in step (a) whereby updated information may be provided to the client.
Claim 10
Independent Claim
89 words
A method for providing self-directed aid to clients of an enterprise-hosted multimedia call center (MMCC), comprising steps of: (a) configuring a graphic self-help wizard interface including a media-selection function for a selected client associated with the enterprise, and presenting the wizard in a graphic display to a connected client; (b) updating the wizard with information periodically according to client transaction history with the enterprise; and (c) establishing an interactive communication with the client in the media selected in step (a) whereby updated information may be provided to the client.
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
29 words
The method of claim 8 wherein, in step (a), media available through the media selection includes WEB interface, e-mail, interactive voice response, facsimile reception, and downloading of video documents.
Claim 13
Dependent Claim
34 words
The method of claim 8 wherein, in step (a), 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
56 words
The method of claim 11 wherein, by selecting either connection-oriented switched-telephony (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
34 words
The method of claim 8 further comprising a step providing an ordering function tailored to a client providing an ordering interface for parts and services relating to recently acquired enterprise products 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) | 2007-04-06 | 2007-10-06 | 2008-04-06 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2011-04-06 | 2011-10-06 | 2012-04-06 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2015-04-06 | 2015-10-06 | 2016-04-06 | $7700.00 | Window Closed / Lapsed |