Patent ID: 6687877
Filing Date: 2004-02-03
Classification: G06F,G06Q,H04L,H04M

Abstract:
In a web-based call center which includes a server accessible by any of a plurality of customer terminals and any of a plurality of agent terminals, a communications method comprising the steps of:storing an annotatable first document at said server such that said first document remains accessible in an annotatable condition following each of a plurality of non-synchronous downloads of said first document; during each of a plurality of temporally separate download occasions, receiving a download of said first document in said annotatable condition at one of said customer and said agent terminals; for each said download occasion, recording a particular sequence of multimedia actions performed on said download of said first document such that said recorded multimedia actions can be played back to display said multimedia actions in said particular sequence, said recorded multimedia actions being specific to said download occasion; and transmitting said recorded sequence of multimedia actions, via said server, to the other of said customer and said agent terminals as part of either an information request or a response to an information request, said transmitting being repeatable for each said download occasion; wherein at least some of said recorded sequences of multimedia actions are recorded to provide data relevant to soliciting desired responsive information to be contained in responses to said information requests, with reception of each said information request during operation of said server initiating an automated search for key words in a corresponding said recorded sequence to determine appropriate processing of said corresponding recorded sequence.