System and method for establishing internet communications links
First Claim
1. A system for use in a data communications network in which a party at a client is interconnected with a server via a packet-based communications network, wherein the server provides on-line information, representatives are connected to the server by terminals, and the party and representatives have telephones, the system comprising:
- means for receiving a request with the server that a data communications link and a telephone call be established between the party and a given one of the representatives;
means for providing linking information concerning the data communications link;
means for transmitting a notification packet to the client, the notification packet providing the party with an opportunity to select whether to continue with establishing the data communications link and the telephone call, said transmitting means including means for transmitting a predetermined port and Internet Protocol address associated with the server to the client; and
means, when the party selects to continue, both for establishing the data communications link between the client and the terminal of the given representative based on the linking information, and for establishing the telephone call between the telephone of the party and the telephone of the given representative.
1 Assignment
0 Petitions
Accused Products
Abstract
A technique is provided for establishing data communications links and associated telephone calls between customers and customer service representatives. Customers access the Internet from clients. A merchant provides an on-line catalog using a Web server. When the customer requests that a customer service representative contact the customer, linking information is provided to the client. When one of the customer service representatives is available, the server sends a notification packet to the client to notify the customer and to provide the customer with an opportunity to decide whether or not to continue. If the customer decides to continue, an Internet communications link and telephone call are established between the customer and the customer service representative based on the linking information.
368 Citations
18 Claims
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1. A system for use in a data communications network in which a party at a client is interconnected with a server via a packet-based communications network, wherein the server provides on-line information, representatives are connected to the server by terminals, and the party and representatives have telephones, the system comprising:
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means for receiving a request with the server that a data communications link and a telephone call be established between the party and a given one of the representatives; means for providing linking information concerning the data communications link; means for transmitting a notification packet to the client, the notification packet providing the party with an opportunity to select whether to continue with establishing the data communications link and the telephone call, said transmitting means including means for transmitting a predetermined port and Internet Protocol address associated with the server to the client; and means, when the party selects to continue, both for establishing the data communications link between the client and the terminal of the given representative based on the linking information, and for establishing the telephone call between the telephone of the party and the telephone of the given representative. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method for use with a communications network in which a party at a client is interconnected with a server via a packet-based data communications network, wherein the server provides on-line information, representatives are connected to the server by terminals, and the party and representatives have telephones, the method comprising the steps of:
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receiving a request with the server that a data communications link and a telephone call be established between the party and a given one of the representatives; providing linking information concerning the data communications link; transmitting a notification packet to the client, the notification packet providing the party with an opportunity to select whether to continue with establishing the data communications link and the telephone call, the notification packet further providing a predetermined port and Internet Protocol address associated with the server to the client; and when the party selects to continue, both establishing the data communications link between the client and the terminal of the given representative based on the linking information, and establishing the telephone call between the telephone of the party and the telephone of the given representative. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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Specification