Managing a communications system by offering participants the opportunity to respond to requests submitted by other participants
First Claim
1. A method of managing a communications system of the type wherein a plurality of participants are in communication with the system and wherein individual participants can be placed in contact with one another, said method comprising the steps of:
- a) assigning to each of a plurality of participants an agent profile according to which contact requests may be assigned to said participant in the capacity of an agent;
b) receiving, from a first of said plurality of participants, a contact request having details according to which a match can be made with said agent profiles;
c) placing said contact request in a queue of contact requests based on the content of the contact request;
d) determining a match between said contact request and a second of said plurality of participants different to the first participant by assigning the contact requests in said queue among a set of participants whose agent profiles are matched with said contact requests of said queue, whereby said second participant is selected from said set; and
e) offering to said second participant the opportunity to respond to said contact request.
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Accused Products
Abstract
Participants who are in communication with a communications system can be placed in contact with one another by assigning each participant an agent profile allowing contact requests to be assigned to that participant in the capacity of an agent. One participant submits a contact request having details which can be matched against agent profiles, and that contact request is queue based on its content. A match is made between the contact request and a second participant by assigning the requests in the queue to participants whose agent profiles are matched with the queue. The second participant is thereby offered the opportunity to respond to the contact request in the capacity of an agent. It will be appreciated that rather than providing an unstructured environment (such as a free-for-all discussion forum), the method of the invention provides a way for a group of interested participants to respond to requests submitted by one another and to route such requests to a suitable and competent member of the group. In addition to allowing simple requests for information or assistance to be responded to, the method and system also has application in the context of larger environments such as online games.
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Citations
16 Claims
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1. A method of managing a communications system of the type wherein a plurality of participants are in communication with the system and wherein individual participants can be placed in contact with one another, said method comprising the steps of:
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a) assigning to each of a plurality of participants an agent profile according to which contact requests may be assigned to said participant in the capacity of an agent; b) receiving, from a first of said plurality of participants, a contact request having details according to which a match can be made with said agent profiles; c) placing said contact request in a queue of contact requests based on the content of the contact request; d) determining a match between said contact request and a second of said plurality of participants different to the first participant by assigning the contact requests in said queue among a set of participants whose agent profiles are matched with said contact requests of said queue, whereby said second participant is selected from said set; and e) offering to said second participant the opportunity to respond to said contact request. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A communications system comprising:
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a) a network connection via which a plurality of participants may enter into communication with the system; b) a conference facility whereby said participants in communication with the system may be placed in communication with one another; c) an agent profile store for storing, for each participant, an agent profile according to which contact requests may be assigned to said participant in the capacity of an agent; d) a contact request submission facility for receiving from a first participant a contact request having details according to which a match can be made with said agent profiles; e) a plurality of queues for storing contact requests based on the content of the contact requests; f) a queue manager for assigning the requests in each queue among a set of participants whose agent profiles are matched with said contact requests in said queue, and thereby determining a match between said contact request and a second participant selected from said set and different to the first participant, and for offering to said second participant the opportunity to respond to said contact request. - View Dependent Claims (14, 15, 16)
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Specification