Apparatus and method for contacting a customer support line on customer's behalf and having a customer support representative contact the customer

• US 6,973,617 B1
• Filed: 05/24/2000
• Issued: 12/06/2005
• Est. Priority Date: 05/24/2000
• Status: Expired due to Term

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Parasu, Nagendran
• Primary Examiner(s): HUTTON JR, WILLIAM D
• Application Number:
  US09/577,320
• Time in Patent Office: 2,022 Days
• Field of Search: 715/513, 704/270, 707/4, 709/227, 379/900, 370/352
• US Class Current: 715/234
• CPC Class Codes: G06F 40/174 Form filling; Merging
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 2207/40 terminals with audio html browser
• CPC Class Codes: H04M 3/42161 via computer interface
• CPC Class Codes: Y10S 379/90 Internet, e.g. Internet phone, webphone, internet-based telephony

Abstract

A method is provided in an application server configured for responding to hypertext transport protocol (HTTP) requests. The method includes storing, in response to a first HTTP request, an XML document that specifies for a user, a call number of a second party. The stored XML document is retrieved based on a second HTTP request by the user. A first HTML document is generated based on the retrieved XML document. The first HTML document has instructions including the call number for accessing the second party. A second HTML document is generated based on a prescribed input received from the second party. The second HTML document has instructions for connecting the second party with the user. Hence, a user may speak with a called party without ever having to remain on hold.

Claims

1. A computer readable medium having stored thereon sequences of instructions for executing a voice application, the sequences of instructions including instructions for performing the steps of:

receiving, from a browser, an HTTP request for a form having entry fields for inserting input application parameters specifying information for connecting with a call number of a user and with a call number of a second party,

inserting the input application parameters into an XML document defining an operation of the executable voice application,

based on the XML document, generating a first hypertext markup language (HTML) document having instructions including the call number for accessing the second party, and

based on a prescribed input received from the second party, selectively generating a second HTML document having instructions for connecting the second party with the user.

2. The medium according to claim 1, wherein the XML document includes a prompt sequence for accessing the second party.

3. A method in an application server configured for responding to hypertext transport protocol (HTTP) requests, the method comprising:

in response to a first HTTP request, storing an XML document that specifies a call number of a second party for a user,

retrieving the stored XML document based on a second HTTP request by the user;

based on the retrieved XML document generating a first hypertext markup language (HTML) document having instructions including the call number for accessing the second party,

based on a prescribed input received from the second party, selectively generating a second HTML document having instructions for connecting the second party with the user,

wherein the stored XML document includes a call number of the user and a prompt sequence for accessing the second party, the first HTML document including the prompt sequence and the second HTML document including the call number of the user, and

generating a third HTML document that specifies a form including entry fields for the user'"'"'s call number, the call number of the second party, and the prompt sequence, the method including receiving the form specifying the user'"'"'s call number, the call number of the second party and the prompt sequence, in the entry field prior to the storing step.

4. The method according to claim 3, wherein the storing step includes dynamically generating the XML document based on the form.

5. A method in an application server for executing a voice application, the method comprising:

receiving an HTTP request requesting a voice application from a user, the voice application being specified in an XML document including information for connecting with a call number of the user and with a call number of a second party,

based on the XML document, generating a first hypertext markup language (HTML) document having instructions including the call number for accessing the second party,

based on a prescribed input received from the second party, selectively generating a second HTML document having instructions for connecting the second party with the user,

wherein the XML document includes a prompt sequence for accessing the second party, the first HTML document including the prompt sequence, and

generating a third HTML document that specifies a form including entry fields for the user'"'"'s call number, the call number of the second party, and the prompt sequence, the method including specifying the user'"'"'s call number, the call number of the second party and the prompt sequence, in the entry field.

6. The method according to claim 5, wherein the XML document is dynamically generated based on the form.