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Method and apparatus for connecting terminals in a remote consulting system

  • US 6,256,661 B1
  • Filed: 09/19/1997
  • Issued: 07/03/2001
  • Est. Priority Date: 09/20/1996
  • Status: Expired due to Term
First Claim
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1. A method for connecting terminals in a remote consulting system by using a computer system including a lobby terminal for use by a customer when issuing an inquiry for consultation, a clerk terminal for use by a special expert clerk to reply to an inquiry for consultation, an unattended agent server having functions of storing past inquiry and reply data, sending to said lobby terminal reply data corresponding to an inquiry from said lobby terminal, and taking over an inquiry and reply with said lobby terminal, a connection server for making connections between lobby terminals and clerk terminals, and maintaining a connective status of the clerk terminals, and communication lines for providing connections between said terminals and said servers, said method comprising the steps of:

  • monitoring by said connection server, to determine whether a clerk terminal corresponding to said consultation is connectable or not;

    connecting said lobby terminal issuing said inquiry for consultation to a connectable clerk terminal corresponding to said consultation, and connecting said lobby terminal issuing said inquiry for consultation to said unattended agent server when there is no connectable clerk terminal;

    changing, by said connection server, a connection to said lobby terminal from said unattended agent server to a clerk terminal when said clerk terminal becomes connectable during a consultation between said lobby terminal and said unattended agent server; and

    sending from said unattended agent server to said clerk terminal exchange information concerning the consultation between said lobby terminal and said unattended agent server, said exchange information being used by said clerk terminal to take over the consultation.

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