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The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.

The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.

Patent No.:

US 8971216 B1

PDFFull Text
Date of Patent:
Mar. 03, 2015

Filed:

Mar. 07, 2006

Method for routing transactions between internal and external partners in a communication center

Applicants:

Christopher Clemmett Macleod Beck, Oceanside, CA (US);

Jonathan Michael Berke, San Diego, CA (US);

Joel a Johnstone, San Diego, CA (US);

Robin Marie Mitchell, Cardiff, CA (US);

James Karl Powers, Carlsbad, CA (US);

Mark Franklin Sidell, Chapel Hill, NC (US);

Charles Dazler Knuff, Carksbad, CA (US);

Inventors:

Christopher Clemmett Macleod Beck, Oceanside, CA (US);

Jonathan Michael Berke, San Diego, CA (US);

Joel A Johnstone, San Diego, CA (US);

Robin Marie Mitchell, Cardiff, CA (US);

James Karl Powers, Carlsbad, CA (US);

Mark Franklin Sidell, Chapel Hill, NC (US);

Charles Dazler Knuff, Carksbad, CA (US);

Assignees:

Alcatel Lucent, Boulogne-Billancourt, FR;

Genesys Telecommunications Laboratories, Inc., San Francisco, CA (US);

Attorney:

S. Wyse

Primary Examiner:

Chuong T Ho

Int. Cl.
CPC ...
H04L 12/16 (2006.01); H04Q 11/00 (2006.01); H04L 29/06 (2006.01); G06F 17/27 (2006.01); G06F 17/30 (2006.01); G06Q 10/06 (2012.01); G06Q 10/10 (2012.01); H04M 3/22 (2006.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01); H04L 29/08 (2006.01); H04L 12/58 (2006.01); H04M 3/20 (2006.01); H04M 3/36 (2006.01); H04M 3/42 (2006.01); H04M 3/493 (2006.01); H04M 3/56 (2006.01); H04M 7/00 (2006.01); H04M 7/12 (2006.01); H04W 40/02 (2009.01); H04W 76/02 (2009.01); H04W 84/04 (2009.01);
U.S. Cl.
CPC ...
H04L 29/06 (2013.01); G06F 17/2765 (2013.01); G06F 17/30058 (2013.01); G06F 17/3061 (2013.01); G06Q 10/06 (2013.01); G06Q 10/10 (2013.01); G06Q 10/107 (2013.01); H04L 29/06027 (2013.01); H04M 3/2281 (2013.01); H04M 3/51 (2013.01); H04M 3/5158 (2013.01); H04M 3/5183 (2013.01); H04M 3/5191 (2013.01); H04M 3/5237 (2013.01); H04L 65/4007 (2013.01); H04L 67/34 (2013.01); H04L 67/22 (2013.01); H04L 67/00 (2013.01); H04L 67/14 (2013.01); H04L 67/04 (2013.01); H04L 67/02 (2013.01); H04L 69/329 (2013.01); H04L 12/58 (2013.01); H04L 12/581 (2013.01); H04L 51/04 (2013.01); H04M 3/20 (2013.01); H04M 3/2218 (2013.01); H04M 3/36 (2013.01); H04M 3/42221 (2013.01); H04M 3/42323 (2013.01); H04M 3/4938 (2013.01); H04M 3/5166 (2013.01); H04M 3/5175 (2013.01); H04M 3/5231 (2013.01); H04M 3/5233 (2013.01); H04M 3/56 (2013.01); H04M 7/006 (2013.01); H04M 7/12 (2013.01); H04M 2201/38 (2013.01); H04M 2201/40 (2013.01); H04M 2201/42 (2013.01); H04M 2201/60 (2013.01); H04M 2203/357 (2013.01); H04M 2203/402 (2013.01); H04M 2203/404 (2013.01); H04M 2203/4536 (2013.01); H04M 2207/206 (2013.01); H04W 40/02 (2013.01); H04W 76/02 (2013.01); H04W 84/042 (2013.01);
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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