Browse Prior Art Database

Dynamic Contact Information Updates, Based on Policies

IP.com Disclosure Number: IPCOM000200543D
Publication Date: 2010-Oct-18
Document File: 3 page(s) / 28K

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed is a method to dynamically update contact information and/or help status on web pages such that users receive more valuable or granular information when requesting "help" experiences.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 41% of the total text.

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Dynamic Contact Information Updates , Based on Policies

Customer support is a range of services providing assistance with a company's products or services. In general, customer support services attempt to help the user solve specific problems with a product, as opposed to providing training, customization, or other support services.

Most companies offer customer support for the products they sell, either freely available or for a fee. Customer support may be delivered over the telephone or on-line by e-mail or a web site. Larger organizations frequently have internal customer support available to their staff.

Presently, contact information is a static entity on small and medium-sized business (SMB)/smaller scale web sites, personal web sites, or even buyer/seller information on eCommerce sites. If a business is unreachable by potential customers attempting to make a purchase or initiate a financial transaction, then an opportunity is missed. This results in reduced revenue. Businesses need a way to automatically update contact information of the person who is the designated responder in dealing with customers.

One existing solution pertains to forwarding calls based on a profile set by the user. (1) The proposed invention focuses on three component factoring system that updates information on-line via a portal or application. Another only pertains to a GPS related system. (2) Both are different from disclosed solution.

The disclosed invention is a system consisting of the following components:
• Policy Based Module


The policy based module enables the user to predefine rules for various methods of contact. For example, the user may define their email address, office phone number and mobile phone number. They may define that their office number is generally the preferred method of contact between 9:00am and 5:00pm, and all other times the mobile phone is the preferred method of contact. In other embodiments, the user may set a default contact number which is overridden by the presence module described below.

• Presence Based Method


This method enables the assigned person to be reached dynamically. The presence module is used to override contact information based on user location. For example, the user's computer may be fitted with a module to report to the proposed invention to which subnet the user is currently connected. If the user is connected to a subnet at the office, then the contact information may be updated with the office information. Likewise, if the user is at an unknown subnet, the module may update the contact information to the user's mobile number or may prompt the user to provide a different number. In addition, subnet discovery, location information may be derived via many ways including but not limited to: mobile phone interaction, hypertext markup language (HTML) 5 enabled web browsers, user declaration, program access and usage (such as company based chat programs).

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• Importance Factoring C...