Automatic desktop audio/video/data conferencing distributor

• US 6,996,603 B1
• Filed: 08/31/1999
• Issued: 02/07/2006
• Est. Priority Date: 08/31/1999
• Status: Expired due to Term

• Current Assignee: Qwest Communications International Incorporated (Lumen Technologies, Inc.)
• Original Assignee: Qwest Communications International Incorporated (Lumen Technologies, Inc.)
• Inventors: Srinivasan, Thiru
• Primary Examiner(s): Chin, Wellington
• Assistant Examiner(s): HO, CHUONG T
• Application Number:
  US09/386,787
• Time in Patent Office: 2,352 Days
• Field of Search: 709/204, 709/203, 709/205, 709/217, 709/206, 709/227, 370/352, 370/270, 370/401, 37926501-26509, 379/266, 379/90.01, 379/93.14, 379/93.17, 379/88.04, 379/93.23, 379/69, 379/80, 379/220.01, 379/242, 3792651-26514, 37926601-26609, 379/266.1, 379/226
• US Class Current: 709/204
• CPC Class Codes: H04L 67/75 Indicating network or usage conditions on the user display

Abstract

A communications system provides for the establishment of audio/video/data connections between system users employing a personal computer and Web browsers, to agents of a business or organization. A business or organization may provide a Web server through which system users may connect either over a data network or over the Public Switched Telephone Network (PSTN). Once connected, various screen displays may be provided through which system users may enter account or other personal information which the server may employ to locate a profile for the system user. A system user may be provided the option to establish communication with an agent in a number of different modes. Once a mode is selected, the system user will be connected with an agent who is best able to serve the system user based on the profile information found in memory. If an agent isn'"'"'t available, the system is configured such that connections may be entered in a queue and information with regards to position in queue and waiting time can be provided to the system user. Further, functionality is also provided for the system user to search other websites while maintaining their position in the queue.

Claims

1. An automated customer service system for establishing a line of communication with a system user and a selected customer service agent according to a selected mode of communication comprising:

a processing device in connection with a communications device wherein the processing device is configured to present a plurality of interactive screen displays to the system user connecting with the processing device using a web browser, the plurality of interactive screen displays including;

an identification screen display configured for the system user to enter identification information;

a communications mode screen display which present a plurality of modes of communication each of which are selectable by the system user in order to establish real time connection with an identified service agent by the selected mode of communication which includes at least one of;

audio, video, and data conferencing; and

a call status display which is presentable to the system user who has selected to wait in a queue, wherein the call status display provides wait time information for the system user as well as at least one alternative system user activity which includes at least one of;

visiting at least one website and providing call back information which includes the selected mode of communication; and

a call back display configured so that the system user may select from the plurality of modes of communication for a call back as well as a preferred time for the call back; and

said processing device being further configured to store the preferred time for the call back and the selected mode of communication for the call back in memory and to periodically search the memory and automatically schedule the call back with an identified service agent.

2. The system of claim 1 further including a service agent display which is presentable to the system user wherein the service agent display includes profile information for the identified service agent.

3. The system of claim 1 further including a supervisor interface through which at least one of the following may be performed:

the agent status may be viewed, agent profile information may be viewed, and the agent profile information may be edited.

4. The system of claim 1 wherein the call status display further includes position information in the queue for the system user.

5. The system of claim 1 wherein the agent status includes at least one of:

agents currently active, identification information for connections in the queue, and change of agent status.

6. The system of claim 1 further including a screen display that can be provided to an agent for viewing the profile information for the system user waiting in the queue.

7. The system of claim 6 wherein the communications network is at least one of:

the World Wide Web and the public switched telephone network.

8. A method of establishing a line of communication between a system user and a service agent comprising the step of:

presenting an identification screen display to the system user that connects over a communications network using a web browser, said identification screen display being configured for the system user to enter identification information;

upon receipt of the identification information, presenting a communications mode screen display which present a plurality of modes of communication each of which are selectable by the system user in order to establish a real time connection with an identified service agent, wherein the selected modes of communication include at least one of;

audio, video, and data conferencing;

detecting selection of one of the modes of communication and automatically determining whether one of the agents is free to receive a communication from the system user, and if one of the service agents is free, establishing a line of communication according to the selected mode of communication;

if one of the service agents is not available, presenting a screen display to the system user indicating that one of the service agents is free and inquiring if the system user wishes a call back or to be placed in a queue;

if the system user selects to be placed in a queue, presenting a call status display which displays at least one of;

wait time information for the system user and queue position information for the system user;

if the system user wishes a call back, presenting a call back display configured so that the system user may select a mode of communication for a call back as well as a preferred time for the call back and storing; and

storing in memory the selected call back time and mode of communication and periodically searching the memory to retrieve the stored information and automatically scheduling a call back to the system user using the selected mode of communication.

9. The method of claim 8 further comprising the step of presenting a profile display to the system user for the agent to which the system user has been connected.

10. The method of claim 8 further comprising the step of initiating a call back to the system user at the selected time via the selected mode of communication.

11. The method of claim 10 wherein the selected modes of communication include at least one of:

audio communication, video communication, and data communication.

12. The method of claim 8 further comprising the step of presenting a supervisor interface which includes at least one of:

current status of the agents connected to the network and profile of one or more of the agents.

13. The method of claim 12 further comprising the step of editing the agent profile based on input received through the supervisor interface.

14. The method of claim 12 further including the step of generating and presenting a screen display for viewing the profile information for the system user waiting in the queue.