Customer Support System and Method Therefor

• US 20120320904A1
• Filed: 06/20/2011
• Published: 12/20/2012
• Est. Priority Date: 06/20/2011
• Status: Active Grant

• Current Assignee: Dell Products LP (Dell Technologies Inc.)
• Original Assignee: Dell Products LP (Dell Technologies Inc.)
• Inventors: Ilagan, Oliver
• Granted Patent: US 9,419,821 B2
• Time in Patent Office: Days
• US Class Current: 370/352
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: H04L 12/66 Arrangements for connecting between networks having differing types of switching systems, e.g. gateways

Abstract

A method of routing a voice communication from a web page to one of a plurality of queues includes determining whether a user has previously visited the web page. If the user has not previously visited the web page, the web page is displayed without a button to initiate the voice communication. If the user has previously visited the web page, the button is displayed.

Claims

1. A method of routing a voice communication from a web page to one of a plurality of queues, comprising:

determining whether a user has previously visited the web page;

if the user has not previously visited the web page, sending instructions to display the web page without a button to initiate the voice communication; and

if the user has previously visited the web page, sending instructions to display the button such that selection of the button initiates the voice communication for routing to one of the queues.

2. The method of claim 1 wherein the instructions comprise HTML code.

3. The method of claim 1 further comprising:

determining if the voice communication pertains to one of sales, technical support and customer care.

4. The method of claim 1 further comprising:

routing the voice communication at least in part based on an identifier that uniquely identifies an information handling system that displays the web page.

5. The method of claim 1 wherein the voice communication is a voice over Internet protocol call.

6. The method of claim 1 further comprising determining bandwidth available for the voice communication.

7. The method of claim 1 further comprising detecting whether an information handling system that displays the web page includes a microphone.

8. The method of claim 1 further comprising detecting whether an information handling system that displays the web page includes a camera.

9. A method of routing a voice communication from an information handling system to one of a plurality of queues, comprising:

determining whether the information handling system has previously displayed a web page;

if the information handling system has not previously displayed the web page, then generating the web page without a button capable of initiating the voice communication; and

if the information handling system has previously displayed the web page, then generating the web page with the button.

10. The method of claim 9 wherein the instructions comprise HTML code.

11. The method of claim 9 further comprising:

determining if the voice communication pertains to one of sales, technical support and customer care.

12. The method of claim 9 further comprising:

routing the voice communication at least in part based on an identifier that uniquely identifies an information handling system that displays the web page.

13. The method of claim 9 wherein the voice communication is a voice over Internet protocol call.

14. The method of claim 9 further comprising determining bandwidth available for the voice communication.

15. The method of claim 9 further comprising detecting whether an information handling system that displays the web page includes a microphone.

16. The method of claim 9 further comprising detecting whether an information handling system that displays the web page includes a camera.

17. A system for routing a voice communication from a web page to one of a plurality of queues, comprising:

a server (1) to determine whether a user has previously visited the web page;

(2) if the user has not previously visited the web page, sending instructions to display the web page without a button to initiate the voice communication; and

(3) if the user has previously visited the web page, sending instructions to display the button such that selection of the button initiates the voice communication for routing to one of the queues.

18. The system of claim 17 further comprising determining bandwidth available for the voice communication.

19. The system of claim 17 further comprising detecting whether an information handling system that displays the web page includes a microphone.

20. The system of claim 17 further comprising detecting whether an information handling system that displays the web page includes a camera.