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Method and apparatus for routing call agents to website customers based on customer activities

  • US 20040039775A1
  • Filed: 08/23/2002
  • Published: 02/26/2004
  • Est. Priority Date: 08/23/2002
  • Status: Active Grant
First Claim
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1. In a computer system having a processor, memory and network interface and being operatively coupled over a computer network to one or more web browsers processes, a method comprising:

  • (A) receiving information from a monitoring process executing in association with one of the web browser processes, the information identifying the web browser process and at least a portion of the web site to which said one web browser process is connected;

    (B) determining from the information identifying the web browser process, which of a plurality of on-line agent processes should establish a communication connection with the web server process;

    (C) transmitting the information identifying the web server to said one agent process; and

    (D) establishing a communication connection between the web browser process and said one agent process using the information identifying the web browser process.

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