公开(公告)号：WO0027063A3

公开(公告)日：2001-01-11

申请号：PCT/US9925117

申请日：1999-10-26

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06F9/44 ,  G06F3/048 ,  G06F9/46 ,  G06F9/48 ,  G06F9/50 ,  G06F12/00 ,  G06F17/30 ,  G06Q30/00 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M11/00 ,  G01D9/00 ,  G06F9/00 ,  G06F13/00 ,  G06F17/60 ,  H04M7/00

CPC classification number: H04L67/36 ,  G06F9/45512 ,  G06F17/30017 ,  G06Q10/06 ,  G06Q10/0631 ,  G06Q10/06316 ,  G06Q30/06 ,  H04L29/06 ,  H04L29/06027 ,  H04L65/1026 ,  H04L65/103 ,  H04L65/1036 ,  H04L65/104 ,  H04L65/1043 ,  H04L65/1069 ,  H04L65/4007 ,  H04L67/00 ,  H04L69/329 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5231 ,  H04M2201/38 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/404

Abstract: In an operating system (OS) for a multimedia communication center (MMCC) (17), an interactive process module (IPM) (287) for accomplishing a process has a plurality of code sets, each adapted to completion of a specific task (289) in the overall process, an input interface for providing one or more inputs to the IPM (287), and an output function for returning a result (295, 297). The plurality of code sets are related by pre-requisite status, creating a required order of progression for the process, the process is initiated after being called by the OS and receiving required inputs, the IPM (287) is adapted to interface with other OS modules for accessing and providing data, and upon completion of the last task the IPM (287) returns the result (295, 297). In one embodiment the IPM (287) is represented by an interactive GANT chart. In a preferred embodiment a tool kit is provided for a programmer to create such IPMs (287) to perform business processes. IPMs thus created may be displayed and edited as object models.

Abstract translation: 在用于多媒体通信中心（MMCC）（17）的操作系统（OS）中，用于完成处理的交互式处理模块（IPM）（287）具有多个代码集，每个代码集适于完成特定任务（289 ），用于向IPM（287）提供一个或多个输入的输入接口和用于返回结果（295,297）的输出功能。 多个代码集与先决条件相关，为进程创建所需的进度顺序，该过程在由OS调用并接收所需输入之后启动，IPM（287）适于与其他OS 用于访问和提供数据的模块，并且在完成最后一个任务时，IPM（287）返回结果（295,297）。 在一个实施例中，IPM（287）由交互式GANT图表示。 在优选实施例中，为程序员提供工具包以创建这样的IPM（287）来执行业务处理。 如此创建的IPM可以作为对象模型显示和编辑。

公开(公告)号：WO0049482A3

公开(公告)日：2001-02-15

申请号：PCT/US0000785

申请日：2000-01-12

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06F3/048 ,  G06F12/00 ,  G06F17/27 ,  G06F17/30 ,  G06Q10/06 ,  G06Q10/10 ,  H04L12/24 ,  H04L12/28 ,  H04L12/56 ,  H04L12/58 ,  H04L25/06 ,  H04L29/06 ,  H04L29/08 ,  H04M3/20 ,  H04M3/22 ,  H04M3/36 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  H04M3/56 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  G06F3/14 ,  G06F17/60 ,  H04L12/00 ,  H04M1/64 ,  H04N3/00 ,  H04N7/14 ,  H04N11/00 ,  H04Q3/64

CPC classification number: H04L67/1097 ,  G06F17/2765 ,  G06F17/30058 ,  G06F17/3061 ,  G06Q10/06 ,  G06Q10/10 ,  G06Q10/107 ,  H04L29/06 ,  H04L29/06027 ,  H04L45/14 ,  H04L51/00 ,  H04L51/04 ,  H04L65/4007 ,  H04L67/00 ,  H04L67/02 ,  H04L67/04 ,  H04L67/14 ,  H04L67/22 ,  H04L67/34 ,  H04L69/329 ,  H04M3/20 ,  H04M3/2218 ,  H04M3/2281 ,  H04M3/36 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/4938 ,  H04M3/51 ,  H04M3/5158 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5231 ,  H04M3/5233 ,  H04M3/5237 ,  H04M3/56 ,  H04M7/006 ,  H04M7/12 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/357 ,  H04M2203/402 ,  H04M2203/404 ,  H04M2203/4536 ,  H04M2207/206 ,  H04W40/02 ,  H04W76/02 ,  H04W84/042

Abstract: In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard (137) 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 select a media type for interaction and help, and the MMCC will then recontact the client through the selected media. The client, for example, may select IP or COST telephony (139), and the MMCC will place a call to the client to a number or IP address (139) 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.

Abstract translation: 在通过操作系统运行的多媒体呼叫中心（MMCC）中，为活动客户端提供客户端特定的自助向导（137），并且与MMCC的客户交易历史信息周期性地更新。 连接的客户端由向导呈现选择性媒体功能，客户端可以通过该功能选择媒体类型进行交互和帮助，然后MMCC将通过所选媒体重新触发客户端。 例如，客户端可以选择IP或COST电话（139），并且MMCC将呼叫客户端到为客户端列出的号码或IP地址（139），并且交互性将通过交互式语音响应 单元。 根据MMCC正在进行的交易历史，定期更新客户端向导中的特定于客户端的帮助信息。 向导还可以使用向导监视客户端活动，并向各种人员提供报告。

公开(公告)号：EP1163564A4

公开(公告)日：2005-03-16

申请号：EP00913226

申请日：2000-01-12

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06F3/048 ,  G06F12/00 ,  G06F17/27 ,  G06F17/30 ,  G06Q10/06 ,  G06Q10/10 ,  H04L12/24 ,  H04L12/28 ,  H04L12/56 ,  H04L12/58 ,  H04L25/06 ,  H04L29/06 ,  H04L29/08 ,  H04M3/20 ,  H04M3/22 ,  H04M3/36 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  H04M3/56 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  G06F1/00

CPC classification number: H04L67/1097 ,  G06F17/2765 ,  G06F17/30058 ,  G06F17/3061 ,  G06Q10/06 ,  G06Q10/10 ,  G06Q10/107 ,  H04L29/06 ,  H04L29/06027 ,  H04L45/14 ,  H04L51/00 ,  H04L51/04 ,  H04L65/4007 ,  H04L67/00 ,  H04L67/02 ,  H04L67/04 ,  H04L67/14 ,  H04L67/22 ,  H04L67/34 ,  H04L69/329 ,  H04M3/20 ,  H04M3/2218 ,  H04M3/2281 ,  H04M3/36 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/4938 ,  H04M3/51 ,  H04M3/5158 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5231 ,  H04M3/5233 ,  H04M3/5237 ,  H04M3/56 ,  H04M7/006 ,  H04M7/12 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/357 ,  H04M2203/402 ,  H04M2203/404 ,  H04M2203/4536 ,  H04M2207/206 ,  H04W40/02 ,  H04W76/02 ,  H04W84/042

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.

公开(公告)号：EP1133677A4

公开(公告)日：2007-05-02

申请号：EP99971602

申请日：1999-10-26

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06F9/44 ,  G06F3/048 ,  G06F9/46 ,  G06F9/48 ,  G06F9/50 ,  G06F12/00 ,  G06F17/30 ,  G06Q30/00 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M11/00

CPC classification number: H04L67/36 ,  G06F9/45512 ,  G06F17/30017 ,  G06Q10/06 ,  G06Q10/0631 ,  G06Q10/06316 ,  G06Q30/06 ,  H04L29/06 ,  H04L29/06027 ,  H04L65/1026 ,  H04L65/103 ,  H04L65/1036 ,  H04L65/104 ,  H04L65/1043 ,  H04L65/1069 ,  H04L65/4007 ,  H04L67/00 ,  H04L69/329 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5231 ,  H04M2201/38 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/404

Abstract: In an operating system (OS) for a multimedia communication center (MMCC) (17), an interactive process module (IPM) (287) for accomplishing a process has a plurality of code sets, each adapted to completion of a specific task (289) in the overall process, an input interface for providing one or more inputs to the IPM (287), and an output function for returning a result (295, 297). The plurality of code sets are related by pre-requisite status, creating a required order of progression for the process, the process is initiated after being called by the OS and receiving required inputs, the IPM (287) is adapted to interface with other OS modules for accessing and providing data, and upon completion of the last task the IPM (287) returns the result (295, 297). In one embodiment the IPM (287) is represented by an interactive GANT chart. In a preferred embodiment a tool kit is provided for a programmer to create such IPMs (287) to perform business processes. IPMs thus created may be displayed and edited as object models.

公开(公告)号：EP1114543A4

公开(公告)日：2006-05-10

申请号：EP99945479

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: H04L29/06 ,  G06Q10/06 ,  H04L12/66 ,  H04L29/08 ,  H04M3/42 ,  H04M3/51 ,  H04M11/00

CPC classification number: H04L63/104 ,  G06Q10/06 ,  H04L29/06 ,  H04L29/06027 ,  H04L65/4007 ,  H04L67/14 ,  H04L67/22 ,  H04L69/329 ,  H04M3/5191 ,  Y02P90/86

Abstract: In an enterprise-hosted multimedia telecommunications center (17), a client-facing interactive single-media pre-processing interface (61) has an answering facility (59) adapted for greeting and pre-instructing a client making a contact to the pre-processing interface (61), an identifying facility adapted for identifying the client through one or both of data accompanying the contact and information elicited from the client, and a discrimination facility (77) adapted for offering the client one or more communication choices based on the client identification established by the identifying facility (77). In one embodiment the pre-processing interface is a WEB page. Also in a preferred embodiment, client transaction history is recorded in an enterprise data repository (79), including current projects, and clients are offered choices based on transaction history. In one such embodiment, live calls are reserved for clients engaged in current projects.

公开(公告)号：EP1145153A4

公开(公告)日：2006-05-31

申请号：EP99956732

申请日：1999-10-26

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06F3/048 ,  G06F12/00 ,  G06F17/30 ,  G06Q10/00 ,  H04L29/06 ,  H04L29/08 ,  H04M3/22 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/56 ,  H04M7/12 ,  H04M11/00

CPC classification number: G06Q10/06 ,  G06F17/30017 ,  G06Q10/10 ,  H04L29/06 ,  H04L29/06027 ,  H04L67/00 ,  H04L67/14 ,  H04L67/22 ,  H04L69/329 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/4938 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/56 ,  H04M7/12 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2201/60 ,  Y02P90/86 ,  Y10S707/99933

Abstract: In a multimedia call center (MMCC) supporting multiple channels and forms of communication and storing call center transactions in a data repository (263), a threading software application has a programming input for a user to enter association criteria, an access function that accesses at least stored data in the data repository, a search function (265) that searches accessed data for association criteria, and notes those data entities that meet the association criteria; and a display function (269) that displays at least indicators of data entities meeting the association criteria. The threading application serves as a research tool for mining data repositories (263) of the call center for information pertinent to business goals of the enterprise hosting the call center. In some embodiments the application is capable of associating transactions occuring real time as well as stored data.

公开(公告)号：EP1157509A4

公开(公告)日：2005-07-06

申请号：EP00908266

申请日：2000-01-12

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06F17/30 ,  G06Q10/00 ,  H04L12/58 ,  H04L25/06 ,  H04L29/06 ,  H04L29/08 ,  H04M3/22 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/56 ,  H04M7/00 ,  H04M3/523

CPC classification number: H04L65/1043 ,  G06F17/30017 ,  G06K13/0825 ,  G06Q10/06 ,  H04L29/06 ,  H04L29/06027 ,  H04L51/00 ,  H04L51/14 ,  H04L51/36 ,  H04L65/1026 ,  H04L65/103 ,  H04L65/1036 ,  H04L65/104 ,  H04L65/1069 ,  H04L65/4007 ,  H04L67/00 ,  H04L67/14 ,  H04L67/22 ,  H04L69/329 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/4938 ,  H04M3/5125 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/56 ,  H04M7/006 ,  H04M2201/38 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/402 ,  H04M2203/404

Abstract: In a multimedia call center (MMCC) an agent work presentation software model (AWPM) (389) may be programmed to an individual agent or group of agents (A-D), and set to launch automatically each time an agent for whom the model is programmed logs onto the operating systems (CINOS) of the MMCC that include an agent-information database server (ADB) (387), a statistical server (395), a routing system (393), a queue monitor system (391), and a system administrator station (381). The AWPM has interfaces for accessing all necessary information to prepare agent work lists, such as agent skills, licenses, authorizations, waiting calls, and waiting work of other sorts, and automatically accesses the needed information and prepares a dynamic work list to an agent for the duration of a work session. Work lists are updated by the pertinent AWPM as each agent accomplishes tasks, and work-in-progress is updated as well. Many other tasks may be done as well, such as statistical updates, agent ratings, alerts, and so on.

Abstract translation: 在多媒体呼叫中心（MMCC）代理的工作演示软件模型（AWPM）可以被编程以个人代理人或代理组，并设置为每次自动启动对他们来说，模型编程登录到操作系统的代理 的MMCC。 该AWPM有访问所有必要的信息来准备代理工作清单，：如代理技能，许可，授权，等待呼叫，并等待其它种类的工作，并自动访问所需的信息接口，并准备一个动态的工作表来为代理 工作会话的持续时间。 工作列表由相关AWPM为每个代理完成任务，工作在进展更新以及更新。 许多其他任务可以完成，以及，：如统计更新，代理等级，警报等。

公开(公告)号：EP1131728A4

公开(公告)日：2005-06-08

申请号：EP99960279

申请日：1999-11-10

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06F15/00 ,  G06F17/30 ,  G06Q10/00 ,  H04L29/06 ,  H04L29/08 ,  H04M3/22 ,  H04M3/36 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  H04M3/56 ,  H04M7/12 ,  H04M11/00 ,  G06F13/00

CPC classification number: H04M3/523 ,  G06F17/30017 ,  G06Q10/06 ,  G06Q10/10 ,  H04L29/06 ,  H04L29/06027 ,  H04L67/00 ,  H04L67/14 ,  H04L67/22 ,  H04L69/329 ,  H04M3/2218 ,  H04M3/36 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/4938 ,  H04M3/51 ,  H04M3/5158 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/56 ,  H04M7/12 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/404

Abstract: A campaign module in a multimedia call center (MMCC) has programmable dynamic campaign module (DCM 349) for facilitating and monitoring outbound campaigns. The DCM comprises an interaction-level monitoring function (367) for monitoring interaction level of the MMCC according to programmed criteria, and comparing the real-time level with preset threshold, a search and retrieve function (363) for searching a data repository storing records of interactions and retrieving interaction data for specific interactions according to programmed criteria, a scripting function for selecting agents of the MMCC for participating in a campaign, and for preparing task lists for said agents; and an initiation function for initiating in a campaign and distributing the task lists to the selected agents. During times of interaction level above the preset threshold the DCM searches the data repository, retrieves data, and prepares agent and task lists for a campaign, and when the interaction level falls below the preset threshold, the DCM launches and distributes task lists to agents selected for a campaign.

公开(公告)号：EP1125214A4

公开(公告)日：2004-12-29

申请号：EP99945556

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06F3/048 ,  G06F12/00 ,  G06F17/30 ,  G06Q10/06 ,  H04L29/06 ,  H04L29/08 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M11/00 ,  G06F15/00 ,  G06F13/00 ,  H04M3/50

CPC classification number: G06Q10/06 ,  H04L29/06 ,  H04L29/06027 ,  H04L67/00 ,  H04L69/329 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5231 ,  H04M2201/38 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/404

Abstract: A multimedia call center includes facility for storing copies of transactions associated with the call center in a data repository, relating the transactions according to specific criteria, and an interactive interface for a user to access the files from a graphic string of identifiers representing the files, and to play the files, thereby reviewing the actual transactions. In a preferred embodiment text versions of non-text events may be prepared and related to the non-text stored files in a manner that the related text files may also be selected and reviewed by use of the same interactive interface. By data extraction applied to the text files, the text files and the non-text files associated with some text files may be related to one another by relational criteria, and other informational files may also be related to the stored event files.

公开(公告)号：CA2362172A1

公开(公告)日：2000-08-24

申请号：CA2362172

申请日：2000-01-12

Applicant: GENESYS TELECOMM LAB INC

Inventor： KNUFF CHARLES DAZLER ,  BECK CHRISTOPHER CLEMMETT MACL ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  JOHNSTONE JOEL A ,  SIDELL MARK FRANKLIN ,  BERKE JONATHAN MICHAEL

IPC: G06F3/048 ,  G06F12/00 ,  G06F17/27 ,  G06F17/30 ,  G06Q10/06 ,  G06Q10/10 ,  H04L12/24 ,  H04L12/28 ,  H04L12/56 ,  H04L12/58 ,  H04L25/06 ,  H04L29/06 ,  H04L29/08 ,  H04M3/20 ,  H04M3/22 ,  H04M3/36 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  H04M3/56 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  G06F3/14 ,  H04L12/00 ,  H04N3/00 ,  H04N11/00 ,  H04N7/14 ,  G06F17/60 ,  H04M1/64 ,  H04Q3/64

Abstract: In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard (137) 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 selectiv e media function through which the client may select a media type for interaction and help, and the MMCC will then recontact the client through th e selected media. The client, for example, may select IP or COST telephony (139), and the MMCC will place a call to the client to a number or IP addres s (139) 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.