Method and apparatus for inquiry response via internet

• US 6,192,050 B1
• Filed: 08/29/1997
• Issued: 02/20/2001
• Est. Priority Date: 08/29/1997
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Nortel Networks Limited (Nortel Networks Corporation)
• Inventors: Stovall, Gregory T.
• Primary Examiner(s): Pham, Chi H.
• Assistant Examiner(s): NGUYEN, STEVEN H D
• Application Number:
  US08/920,674
• Time in Patent Office: 1,271 Days
• Field of Search: 370/259, 370/352, 370/400, 370/401, 370/410, 370/522, 370/353, 370/356, 379/201, 379/202, 379/203, 379/205, 379/265, 379/266, 379/267, 379/369, 379/209, 395/859, 395/200.31, 395/200.33, 395/200.34, 395/200.38, 395/200-7-2, 395/200.57, 395/200.61, 395/200.62, 709/203, 709/227, 709/204, 709/228, 709/249
• US Class Current: 370/389
• CPC Class Codes: H04L 67/75 Indicating network or usage conditions on the user display
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04M 3/42195 Arrangements for calling back a calling subscriber when the wanted subscriber ceases to be busy H04M3/48
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 7/003 Click to dial services
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

An interactive data communication user is connected through a network to a multimedia response server. The user presses an appropriate keyboard or mouse clicks on an appropriately labeled button on a data page. An automatic call distribution device switches the session to a customer service queue for routing to the next available customer service representative. The customer service representative automatically places a internet based telephone call to the user. When the interactive session between the user and the customer service representative is completed, session control passes back to the data page server and a normal interactive session is resumed.

Claims

1. An apparatus for conducting a multimedia communication over a data communications network, comprising:

means for receiving an incoming query from an external user relating to information displayed on a client computer connected to said data communications network through a network connection;

means for receiving a network address relating to the client computer;

means for identifying said incoming query as a call-back request; and

means for providing the network address to an operations console;

means for communicating over said data communications network between said external user and an operator, both having access to said information displayed on the operations console connected to said data communications network,

wherein the means for communication utilizes the same network connection that connects the client computer to the data communication network; and

wherein said communicating occurs while both said external user and said operator are accessing said information.

2. An apparatus for conducting a multimedia communication over a data communications network as in claim 1 wherein said data communications network comprises a switching mechanism operably connected to a first server control mechanism for passing data to said operations console for communication processing.

3. An apparatus for conducting a multimedia communication over a data communications network as in claim 2 wherein said data communication network includes a queueing and an interactive capability.

4. An apparatus for conducting a multimedia communication over a data communications network as in claim 3 wherein said data communication network includes a real time capability.

5. An apparatus for conducting a multimedia communication over a data communications network as in claim 3 wherein said data communication network includes at least a near real time capability.

6. An apparatus for conducting a multimedia communication over a data communications network as in claim 5 further comprises means for automatically distributing said incoming query and said network address from a queue to the operations console at a particular destination.

7. An apparatus for conducting a multimedia communication over a data communication network as in claim 6 wherein said particular destination is connected to a second data communications network coupled to said network.

8. An apparatus for conducting a multimedia communication over a data communication network as in claim 6 wherein said particular destination is an interactive station for conducting a customer service transaction.

9. An apparatus for conducting a multimedia communication over a data communication network as in claim 8 further including a second server control mechanism for passing data to said switching mechanism for routing to an external destination.

10. An apparatus according to claim 2 wherein said client computer is coupled to said switching mechanism through the Internet.

11. An apparatus according to claim 10 wherein said client computer comprises means for said external user to transmit said call-back request.

12. An apparatus according to claim 11 wherein said call-back request is received by said switching mechanism which stores said call-back request in a queue, said call-back request being provided from said queue to said operations console on a first in first out basis.

13. An apparatus according to claim 12 wherein said operator responds to said call-back request by initiating said multimedia communication over the Internet using a first audio device attached to said operations console to communicate with said external user through a second audio device attached to said client computer.

14. A method for conducting a multimedia communication over a data communications network comprising the steps of:

receiving an incoming query from an external user relating to information displayed on a client computer connected to said data communications network through a network connection;

receiving a network address relating to the client computer;

identifying said incoming query as a call-back request; and

providing a multimedia communication to said client computer through the network connection using the network address, the multimedia communication being between said external user and an operator having access to said information displayed on an operations console connected to said data communications network;

wherein said multimedia communication occurs while said external user and said operator are both accessing said information.

15. A method for conducting a multimedia communication over a data communications network as in claim 14 further comprising the step of operably connecting a first switching mechanism to a server control mechanism passing data to an operations console for communication processing.

16. A method for conducting a multimedia communication over a data communications network as in claim 15 further comprising the step of having a queuing and an interactive capability.

17. A method for conducting a multimedia communication over a data communications network as in claim 16 further comprising the step of storing the network address in a queue.

18. A method for conducting a multimedia communication over a data communications network as in claim 17 further comprising the step of interacting in an at least near real time mode.

19. A method for conducting a multimedia communication over a data communications network as in claim 14 further comprising the step of automatically distributing said incoming query and said network address from a queue to the operator, based on a predetermined criteria.

20. A method for conducting a multimedia communication over a data communication network as in claim 19 wherein the operator is connected to a second data communications network coupled to said network.

21. A method for conducting a multimedia communication over a data communication network as in claim 19 wherein said particular destination is an interactive station for conducting a customer service transaction.

22. A method for conducting a multimedia communication over a data communication network as in claim 21 further comprising the step of providing data by a second server control mechanism, to said switching mechanism for routing to an external destination.

23. A method according to claim 15 further comprising the step of coupling a client computer system to said switching mechanism through the Internet.

24. A method according to claim 23 further comprising the step of transmitting by said external user said call-back request from said client computer to said switching mechanism.

25. A method according to claim 24 further comprising the steps of:

receiving said call-back request by said switching mechanism;

storing said call-back request in a queue; and

providing said call-back request from said queue to said operations console on a first in first out basis.

26. A method according to claim 25 further comprising the step of responding by said operator to said call-back request by initiating said multimedia communication over the Internet using a first audio device connected to said operations console to communicate with said external user through a second audio device connected to said client computer.