Real time internet communications system

• US 20080222533A1
• Filed: 10/29/2007
• Published: 09/11/2008
• Est. Priority Date: 06/05/1998
• Status: Active Grant

• Current Assignee: Oracle OTC Subsidiary LLC (Oracle Corporation)
• Original Assignee: Oracle OTC Subsidiary LLC (Oracle Corporation)
• Inventors: Ton-That, Hoa, Hankejh, Damion L., Rood, Martin
• Granted Patent: US 7,925,702 B2
• Time in Patent Office: Days
• US Class Current: 715/738
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A novel real time Internet communication system is disclosed. It is a novel way for users to collaborate on the fly, and without having to own or download any programs that then stay resident on the user'"'"'s computer. Users collaborate in an online environment where they communicate through chat room type dialogue, while at the same time, one or more users designated as leaders guide the other participants'"'"' browsers to selected sites on a distributed network or the Internet. It is marketed under a novel business system that makes highly productive software available to businesses and end users, but which is not purchased by customers or end users, has no conventional distribution system, and never requires update, installation or rollout by the customer or end user.

Claims

1-9. -9. (canceled)

10. A distributed network communications system comprising:

a. a first user, a first user browser and a first user chat module;

b. a second user and a second user chat module;

c. the second user chat module further comprising a browser driving module;

d. the first user chat module being integrated with the first user browser to form an integrated combination;

e. the integrated combination being connectable over a distributed network with the second user chat module and its browser driving module for selectable control of the first user browser by the second user chat module'"'"'s browser driving module, such that the first user browser can thereby be driven to a location on the distributed network selectable by the second user, without operational intervention by the first user;

f. a distributed network server;

g. a virtual communications channel and a virtual queue, both associated with the distributed network server; and

h. a client chat application stored on the distributed network server, the client chat application distributable to the first user when the first user enters the virtual queue on the distributed network server.

11. The system of claim 10 further comprising the first user and the second user being joined in a virtual channel for chat communication with each other through the distributed network server 10.f.

12. The system of claim 10 further comprising the first user being a customer and the second user being an agent.

13. The system of claim 12 further comprising the agent being a customer service representative (CSR).

14. The system of claim 12 further comprising the customer and the agent being joined in a virtual channel for chat communication with each other through the distributed network server 10.f.

15. The system of claim 12 further comprising the distributed network server being operatively configured to:

a. connect the customer to the agent over the distributed network when the customer clicks on a special hyperlink button on a web site accessible to the customer'"'"'s browser;

b. download a customer chat module to the customer for a real-time chat with the agent; and

c. control the customer browser through the customer chat module to drive the customer browser to a location on the distributed network selected by the agent.

16. The system of claim 12 further comprising the distributed network server being operatively configured to record usage of the system by the customer and agent.

17. The system of claim 10 further comprising:

a. a plurality of users, third and successive users each having a user chat module and a user browser in an integrated combination like that of the first user;

b. the integrated combination for the first, third and successive users connectable over the distributed network with the second user chat module; and

c. the second user'"'"'s browser driving module being for selectable simultaneous control of the first, third and successive user browsers by the second user chat module'"'"'s browser driving module, such that all other user browsers can simultaneously be driven to a same location on the distributed network selectable by the second user, without operational intervention by any of the other users.

18. The system of claim 10 further comprising the distributed network being the Internet and the distributed network server being an Internet server.

19. A communications process comprised of the following steps:

a. a customer clicks on a special hyperlink button on a web site on a distributed network accessible to the customer'"'"'s browser;

b. the customer is placed in a virtual queue while a distributed network server notifies an agent that the customer has made a request for chat via the hyperlink;

c. the customer is connected to the agent over the internet via the hyperlink;

d. a customer chat module is downloaded to the customer for a real-time chat with the agent; and

e. the agent controls the customer browser through the customer chat module to drive the customer browser to a location on the distributed network selected by the agent.

20. The process of claim 19 further comprising, in step 19.c, the customer is connected to the agent in a virtual channel for chat communication with each other through an distributed network server.

21. The process of claim 19 further comprising a step 19.f following step 19.e, the step being that usage by the customer and agent is recorded by a distributed network server.

22. A distributed network communications system comprising:

a. a first user, a first user browser and a first user chat module;

b. a second user, a browser driving module, and a second user integrated chat module enabling simultaneous web browsing and real-time chat functions with the first user;

c. the first user chat module being integrated within the first user browser to form an integrated combination platform for enabling simultaneous web browsing and real-time chat functions;

d. the browser driving module being configured to drive the first user browser to a location on the distributed network selectable by the second user without operational intervention by the first user during a chat session;

e. a distributed network server accessible via a hyperlink on the distributed network for providing real-time chat communications between the first user and the second user, the distributed network server further comprising;

i. a virtual queue, in response to the first user clicking on a special hyperlink button on a web site accessible to the first user browser, for queuing a first user'"'"'s request for a chat session;

ii. notification of a logged-in service agent by the distributed network server that the first user has made a request;

iii. downloading of the first chat module to the first user browser to form the integrated combination platform for enabling the first user to perform simultaneous web browsing and real-time chat functions, the downloading occurring while the user'"'"'s request is in the virtual queue;

iv. a virtual communications channel for joining the first user and the service agent in a session for chat communications and collaborative web browsing; and

v. an application module for authenticating the first user and the service agent and for monitoring distributed network server usage.

23. The system of claim 22 further comprising the first user being a customer.

24. The system of claim 22 further comprising the second user being a service agent.

25. The system of claim 24 further comprising the service agent being a customer service representative (CSR).

26. The system of claim 22 further comprising:

a. a plurality of users, third and successive users each having a user chat module and a user browser in an integrated combination like that of the first user;

b. the integrated combination for the first, third and successive users connectable over the distributed network with the second user chat module; and

c. the second user'"'"'s browser driving module being for selectable simultaneous control of the first, third and successive user browsers by the second user chat module'"'"'s browser driving module such that all other user browsers can simultaneously be driven to a same location on the distributed network selectable by the second user, without operational intervention by any of the other users.

27. The system of claim 22 further comprising the distributed network being the Internet and the distributed network server being an Internet server.