Method and apparatus for establishing communication
First Claim
1. A method executing on hardware of establishing communication between an information source defined by a data processing system and a user accessing the information source with a data processing device via a communications network, the method comprisingassigning a position in a queue to the user according to one or more rules;
- determining contact information relating to the user which enables an agent to contact the user; and
establishing communication between an agent and the user at the head of the queue using the contact information;
characterized in thatat least one rule relates to the use of the information source by the user, the method further comprising monitoring the interaction of the user with the information source, one or more of the rules using the monitored interaction with the information source to assign a position in the queue to the user, wherein the information source is a Web server and the user accesses the information source using a Web browser.
3 Assignments
0 Petitions
Accused Products
Abstract
A method of establishing communication between an information source defined by a data processing system and a user accessing the information source with a data processing device via a communications network is described. The method comprises assigning a position in a queue to the user according to one or more rules; determining contact information relating to the user which enables an agent to contact the user; and establishing communication between an agent and the user at the head of the queue using the contact information. The method is characterized in that at least one rule relates to the use of the information source by the user, and that the method further comprises monitoring the interaction of the user with the information source, one or more of the rules using the monitored interaction to assign a position in the queue to the user, wherein the information source is a Web server and the user accesses the information source using a Web browser.
-
Citations
16 Claims
-
1. A method executing on hardware of establishing communication between an information source defined by a data processing system and a user accessing the information source with a data processing device via a communications network, the method comprising
assigning a position in a queue to the user according to one or more rules; -
determining contact information relating to the user which enables an agent to contact the user; and establishing communication between an agent and the user at the head of the queue using the contact information; characterized in that at least one rule relates to the use of the information source by the user, the method further comprising monitoring the interaction of the user with the information source, one or more of the rules using the monitored interaction with the information source to assign a position in the queue to the user, wherein the information source is a Web server and the user accesses the information source using a Web browser. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
-
-
13. A hardware apparatus for monitoring the operation of an information source defined by a data processing system, the hardware apparatus comprising
means for detecting the access of the information source by a user, the user accessing the information source via a communications network using a data processing device; -
means for allocating a position in a queue to the user according to one or more rules; and
means for identifying to an agent contact information relating to a user at the head of the queue, enabling the agent to communicate with the user;characterized in that the means for allocating a position in the queue to a user further comprises monitoring means to monitor the interaction of the user with the information source, one or more of the rules using the monitored information to assign a position in the queue to the user, and wherein the data processing system is a Web server. - View Dependent Claims (14, 15, 16)
-
Specification