Real time internet communication system

• US 6,915,336 B1
• Filed: 06/04/1999
• Issued: 07/05/2005
• Est. Priority Date: 06/05/1998
• Status: Expired due to Term

• Current Assignee: Oracle OTC Subsidiary LLC (Oracle Corporation)
• Original Assignee: InstantServicecom Incorporated (Instantservice.com)
• Inventors: Hankejh, Damion L., Frakes, Jothan, Ton-That, Hoa, Rood, Martin S.
• Primary Examiner(s): VU, VIET DUY
• Application Number:
  US09/326,258
• Time in Patent Office: 2,223 Days
• Field of Search: 709/202, 709/203, 709/204, 709/205, 709/217, 709/219, 709/225, 709/227, 709/313, 709/329, 709/206, 703/203, 703/204, 703/205, 703/206, 703/217, 703/219, 703/225, 703/227, 719/328, 719/329
• US Class Current: 709/219
• CPC Class Codes: G06Q 30/0645 Rental transactions; Leasing transactions

Abstract

A novel real time internet communication system is disclosed. It is a novel way for users to collaborate on the fly, and without having to own or download any programs that then stay resident on the user'"'"'s computer. It is marketed under a novel business system that makes highly productive software available to businesses and end users, but which is not purchased by customers or end users, has no conventional distribution system, and never requires update, installation or rollout by the customer or end user.

Claims

1. An Internet communications system comprising:

a) a first user having a user web browser and a first web chat module wherein the first web chat module is configured to be integrated within the user web browser to form an integrated combination platform for enabling simultaneous web browsing and real-time chat functions,

b) a service agent having a browser driving module and a second integrated web chat module for enabling simultaneous web browsing and real-time chat functions with the first user, wherein the browser driving module drives the user web browser to a location on the web selectable by the service agent without operational intervention by the first user during a chat session,

c) an iServer accessible via a link on the Internet for providing real-time web chat communications between the first user and the service agent, the iServer comprising;

i) a virtual queue, in response to the first user clicking on a special hyperlink button on a web site accessible to the user browser, for queuing user'"'"'s request for a web chat session while the iServer notifies a logged-in service agent that the first user has made a request, wherein while the user'"'"'s request is in the virtual queue the first web chat module is downloaded to the user web browser to form the integrated combination platform for enabling the first user to perform simultaneous web browsing and real-time chat functions,

ii) a virtual communications channel for joining the first user and the service agent in a session for web chat communications and collaborative web browsing,

iii) an application module for authenticating the first user and the service agent and for monitoring iServer usage.

2. The system of claim 1 wherein the first user is a customer.

3. The system of claim 1 wherein the service agent is a second user.

4. The system of claim 1 wherein the service agent is a customer service representative (CSR).

5. The system of claim 3 further comprising a plurality of users, third and successive users each having a user web chat module and a user browser in an integrated combination like that of the first user, the integrated combination for the first, third and successive users connectable over the internet with the second user web chat module and its browser driving module for selectable simultaneous control of the first, third and successive user browsers by the second user chat module'"'"'s browser driving module such that all other user browsers can simultaneously be driven to a same location on the web selectable by the second user, without operational intervention by any of the other users.