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Method for routing transactions between internal and external partners in a communication center
US8971216B2 · US · B2
| Field | Value |
|---|---|
| Publication number | US-8971216-B2 |
| Application number | US-37044406-A |
| Country | US |
| Kind code | B2 |
| Filing date | Mar 7, 2006 |
| Priority date | Sep 11, 1998 |
| Publication date | Mar 3, 2015 |
| Grant date | Mar 3, 2015 |
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Abstract
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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.
First claim
Opening claim text (preview).
What is claimed is: 1. A method for managing and routing multimedia transactions between internal and external transaction partners in a communication center, comprising; (a) receiving, from an external transaction partner, a multi-media transaction having voice data included in any one of video mail, IP calls, COST voice calls, and voice mails at the communication center; (b) preparing and storing a text version of at least a portion of the voice data of the multi-media transac…
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Electricity · mapped topic
Electricity · mapped topic
Electricity · mapped topic
Electricity · mapped topic
Electricity · mapped topic
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Frequently asked questions
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- What does patent US8971216B2 cover?
- 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…
- Who is the assignee on this patent?
- Beck Christopher Clemmett Macleod, Berke Jonathan Michael, Johnstone Joel A, and 6 more
- What technology area does this patent fall under?
- Primary CPC classification G06Q10/06. Mapped technology areas include Physics.
- When was this patent published?
- Publication date Tue Mar 03 2015 00:00:00 GMT+0000 (Coordinated Universal Time) (B2). Legal status and post-grant events are not shown on this page.
- What related patents are in patentsdb?
- We list 8 related publications on this page (citations in our corpus or others sharing the same primary CPC).