Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center
First Claim
1. A system for informing a user visiting an enterprise-hosted WEB page at a Web site on the Internet, the Web page including at least one hyperlink for requesting or initiating communication with an agent representing the enterprise, of parameters related to the communication, the system comprising:
- an internet-connected facility for monitoring communication status with a communication center having communication equipment hosting enterprise agents; and
a user interface in the enterprise-hosted web page for accessing the monitoring facility and displaying parameters of the communication status;
wherein, by accessing the monitoring facility through the user interface the communication status is displayed to the user.
10 Assignments
0 Petitions
Accused Products
Abstract
An Estimated Wait Time (EWT) service for a Web page provider has an internet-connected facility for monitoring communication status with a communication center having communication equipment hosting agents of the web page provider, and an interactive link in a web page hosted by the Web page provider. The interactive link is presented to a user accessing the Web page, and when selected, connects the user to the facility for monitoring communication status. In a preferred embodiment the facility provides a Web page display for the user, displaying parameters regarding the communication status, such as estimated wait time (EWT). In some cases there are options in a user interface for placing an Internet Phone (IP) call, for sending a message, and e-mail, and so forth, or for requesting a call back. In the case of a call back the user may, in some embodiments, provide alternative numbers or addresses and times for call back.
-
Citations
21 Claims
-
1. A system for informing a user visiting an enterprise-hosted WEB page at a Web site on the Internet, the Web page including at least one hyperlink for requesting or initiating communication with an agent representing the enterprise, of parameters related to the communication, the system comprising:
-
an internet-connected facility for monitoring communication status with a communication center having communication equipment hosting enterprise agents; and
a user interface in the enterprise-hosted web page for accessing the monitoring facility and displaying parameters of the communication status;
wherein, by accessing the monitoring facility through the user interface the communication status is displayed to the user. - View Dependent Claims (2, 3, 4, 5, 6, 7)
-
-
8. An Estimated Wait Time (EWT) service for a Web page provider, comprising:
-
an internet-connected facility for monitoring communication status with a communication center having communication equipment hosting agents of the web page provider; and
an interactive link in a web page hosted by the Web page provider, the interactive link presented to a user accessing the Web page, and when selected, connecting the user to the facility for monitoring communication status. - View Dependent Claims (9, 10, 11, 12, 13, 14, 16, 17, 18, 19, 20)
-
-
15. A system for establishing and managing communication between a user accessing a Web page on an Internet site and agents of an enterprise hosting the Web page, comprising:
-
a communication center having equipment facilitating the agents;
an internet-connected facility for monitoring communication status with the communication center; and
a Web site hosting the Web page and having a link to the monitoring facility;
wherein linking to the monitoring facility causes the communication status to be displayed to the user.
-
-
21. A method for alerting a user accessing an enterprise-hosted Web page and desiring to communicate with an agent of the enterprise, of the estimated wait time for establishing said communication, the method comprising the steps of:
-
(a) monitoring status of access to agents of the enterprise at a communication center;
(b) providing the access status to an Internet-connected monitoring server; and
(c) providing a hyperlink in the Web page for connecting the user to the to Internet-connected monitoring server, invoking the hyperlink displaying parameters of the agent status to the user through the enterprise-hosted Web page.
-
Specification