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.

Abstract: A system for causing routing of a communication event includes a sending platform for initiating and sending the communication event, a communications network for carrying the communication event, a receiving platform for receiving the communication event for final routing, and a router resident at least in the receiving platform for preparing and executing or forwarding for execution a routing instruction for handling the incoming communication event or notification thereof, the routing instruction thus executed, overriding a default routing instruction, the overriding routing instruction initiated upon discovery by the router of some level of trust metric between the sender and intended recipient of the event.

Abstract: A software suite for managing the publishing and consumption of information and payload data across one or more transport protocols supported by a data-packet-network includes a posting application for publishing the information and payload data, and a consuming application for accessing and consuming the information and payload data. In a preferred embodiment the posting application enables posting of information that is consumable separately from the payload data wherein the information richly describes the payload data including provision of instructions for sampling the payload data before consuming the payload data.