Remote expert screen pop via data message

• US 20080021999A1
• Filed: 07/18/2006
• Published: 01/24/2008
• Est. Priority Date: 07/18/2006
• Status: Abandoned Application

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Aspect Software Incorporated
• Inventors: Mohan, Prabhuram
• Application Number:
  US11/488,938
• Publication Number:
  US 20080021999A1
• Time in Patent Office: Days
• US Class Current: 709/227
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80
• CPC Class Codes: H04M 7/0042 where the data service is a text-based messaging service H04M7/0054 takes precedence
• CPC Class Codes: H04M 7/0054 where the data service is an electronic mail service

Abstract

A method and apparatus are provided that allows an agent of an organization to display client information on a computer of a consultant. The method includes the steps of the agent receiving a call from a client of the organization along with information about the client from a host of the organization and selecting the consultant for a communication session between the agent and consultant. The method also includes the step of the host sending the client information to an Internet address of the consultant within a data message that is sent through a communication channel that is different than a channel of the communication session.

Claims

1. A method that allows an agent of an organization to display client information on a computer of a consultant comprising:

the agent receiving a call from a client of the organization along with information about the client from a host of the organization;

the agent selecting the consultant for a communication session between the agent and consultant; and

the host sending the client information to an Internet address of the consultant within a data message that is sent through a communication channel that is different than a channel of the communication session.

2. The method of displaying information as in claim 1 further comprising the agent selecting the channel for the communication session.

3. The method of displaying information as in claim 1 further comprising displaying the client information on the computer of the consultant.

4. The method of displaying information as in claim 1 further comprising selecting the consultant from a plurality of consultants.

5. The method of displaying information as in claim 4 wherein the step of selecting the consultant further comprises selecting the consultant from a list displayed on a terminal of the agent.

6. The method of displaying information as in claim 4 wherein the step of selecting the consultant further comprises entering a communication system identifier of the consultant.

7. The method of displaying information as in claim 4 wherein the step of detecting the Internet address of the consultant further comprises searching a consultant list using an identifier of the selected consultant.

8. The method of displaying information as in claim 1 further comprising selecting a voice channel as the communication channel.

9. The method of displaying information as in claim 8 wherein the step of selecting a voice channel further comprising routing the communication channel at least partially through the public switch telephone network.

10. The method of displaying information as in claim 1 wherein the data message further comprises chat.

11. The method of displaying information as in claim 1 wherein the data message further comprises e-mail.

12. An apparatus for allowing an agent of an organization to display client information on a computer of a consultant comprising:

means for receiving a call by the agent from a client of the organization along with information about the client from a host of the organization;

means for selecting the consultant for a communication session between the agent and consultant; and

means within the host for sending the client information to an Internet address of the consultant within a data message that is sent through a communication channel that is different than a channel of the communication session.

13. The apparatus for displaying information as in claim 12 further comprising means used by the agent for selecting the channel for the communication session.

14. The apparatus for displaying information as in claim 12 further comprising means for displaying the client information on the computer of the consultant.

15. The apparatus for displaying information as in claim 12 further comprising means for selecting the consultant from a plurality of consultants.

16. The apparatus for displaying information as in claim 15 wherein the means for selecting the consultant further comprises means for selecting the consultant from a list displayed on a terminal of the agent.

17. The apparatus for displaying information as in claim 15 wherein the means for selecting the consultant further comprises means for entering a communication system identifier of the consultant.

18. The apparatus for displaying information as in claim 15 wherein the means for detecting the Internet address of the consultant further comprises means for searching a consultant list using an identifier of the selected consultant.

19. The apparatus for displaying information as in claim 12 further comprising means for selecting a voice channel as the communication channel.

20. The apparatus for displaying information as in claim 19 wherein the means for selecting a voice channel further comprising means for routing the communication channel at least partially through the public switch telephone network.

21. The apparatus for displaying information as in claim 12 wherein the data message further comprises chat.

22. The apparatus for displaying information as in claim 12 wherein the data message further comprises e-mail.

23. An apparatus for allowing an agent of an organization to display client information on a computer of a consultant comprising:

a work station of the agent that receives a call by the agent from a client of the organization along with information about the client from a host of the organization;

a selection screen on a display of the agent that allows the agent to select the consultant for a communication session between the agent and consultant; and

a communication processor within the host that sends the client information to an Internet address of the consultant within a data message that is sent through a communication channel that is different than a channel of the communication session.

24. The apparatus for displaying information as in claim 23 further comprising an expert selection screen for selecting the consultant from a plurality of consultants.

25. The apparatus for displaying information as in claim 23 wherein the data message further comprises chat.

26. The apparatus for displaying information as in claim 23 wherein the data message further comprises e-mail.