Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center

• US 6,389,028 B1
• Filed: 09/24/1999
• Issued: 05/14/2002
• Est. Priority Date: 09/24/1999
• Status: Expired due to Term

• Current Assignee: Alcatel-Lucent SA (Nokia Corporation)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Bondarenko, Oleg, Shtivelman, Yuri
• Primary Examiner(s): Yao, Kwang Bin
• Assistant Examiner(s): JONES, PRENELL P
• Application Number:
  US09/405,561
• Time in Patent Office: 963 Days
• Field of Search: 370/401, 370/412, 370/252, 370/352, 370/270, 707/3, 707/10, 707/203, 707/5, 379/309, 379/266.06, 379/242, 379/267, 379/265.09, 379/93.17, 379/93.23, 709/206, 709/104, 709/219, 709/203, 709/204
• US Class Current: 370/401
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements
• 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 Estimated Wait Time (EWT) service for a Web page provider has an internet-connected facility for monitoring communication status with a communication center having communication equipment hosting agents of the web page provider, and an interactive link in a web page hosted by the Web page provider. The interactive link is presented to a user accessing the Web page, and when selected, connects the user to the facility for monitoring communication status. In a preferred embodiment the facility provides a Web page display for the user, displaying parameters regarding the communication status, such as estimated wait time (EWT). In some cases there are options in a user interface for placing an Internet Phone (IP) call, for sending a message, and e-mail, and so forth, or for requesting a call back. In the case of a cal back the user may, in some embodiments, provide alternative numbers or addresses and times for call back.

Claims

1. An Estimated Wait Time (EWT) service for a Web page provider, comprising:

an internet-connected facility for monitoring communication status with a communication center having communication equipment hosting agents of the web page provider; and

an interactive link in a web page hosted by the Web page provider, the interactive link presented to a user accessing the Web page, and when selected, connecting the user to the facility for monitoring communication status.

2. The service of claim 1 wherein the Web page having the hyperlink further comprises a user interface enabled to display parameters of the communication status.

3. The service of claim 1 wherein the communication status comprises estimated wait time (EWT) in at least one communication queue at the communication center for communication with an enterprise agent.

4. The service of claim 2 wherein the user interface comprises a call hyperlink, which when selected places an Internet-protocol network telephony (IPNT) call to the communication center on behalf of the user.

5. The service of claim 4 wherein selecting the call hyperlink placing the IPNT call to the communication center also invokes the URL for the web page including the communication status.

6. The service of claim 1 wherein the user interface comprises optional interactive links for the user to select and initiate alternative media communication with enterprise agents at the communication center, including one or more of voice message, e-mail, or request for call back.

7. The service of claim 6 wherein a request for call back includes a facility for the user to specify one of both of a telephony number or address and a time for the call back to be made.