Method and apparatus for establishing communication

• US 7,620,722 B1
• Filed: 06/20/2000
• Issued: 11/17/2009
• Est. Priority Date: 08/31/1999
• Status: Expired due to Fees

• Current Assignee: Alcatel-Lucent USA, Inc. (Nokia Corporation)
• Original Assignee: Alcatel-Lucent USA, Inc. (Nokia Corporation)
• Inventors: Ruparel, Ketan
• Primary Examiner(s): Coulter; Kenneth R
• Application Number:
  US10/069,685
• Time in Patent Office: 3,437 Days
• Field of Search: 709/206, 709/207, 709/224, 709227-229, 709/215, 709/203, 379/266.01, 379/266.02, 379/265.09, 434/350
• US Class Current: 709/227
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

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.

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.

2. A method according to claim 1 further comprising monitoring information received from the user, one or more of the rules using the information received from the user to assign a position in the queue to the user.

3. A method according to claim 1 wherein the monitored interaction with the information source includes one or more of, the time spent by the user accessing the information source, how frequently the user has accessed the information source, and specific information accessed by the user.

4. A method according to claim 1 further comprising monitoring the usage of the information source by the user, and reordering the queue so as to be in accordance with the rules.

5. A method according to claim 1 wherein the communications network is a WAN, LAN, PSTN or the Internet.

6. A method according to claim 5 wherein the contact information is in the form of a telephone number, WAN address, LAN address, email address or TCP/IP address.

7. A method according to claim 6 wherein the user provides the contact information to the information source prior to accessing the information source.

8. A method according to claim 1 wherein instruction data are transferred from the Web server to the data processing device of the user and wherein the instruction data instruct the data processing device to provide contact or monitoring information to the information source.

9. A method according to claim 8, wherein the instruction data are in the form of an applet.

10. A method according to claim 1 wherein information used by at least one of the rules is communicated between the Web server and the Web browser in the form of a cookie.

11. A method according to claim 1 wherein the contact information is used to establish communication between the agent and the user while the user continues to access the information source.

12. A method according to claim 1 wherein communication is established between the agent and the user via a PSTN, WAN, LAN, email address or TCP/IP address.

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.

14. The hardware apparatus according to claim 13 wherein the means for allocating a position in the queue to a user further comprises means to monitor information received from the user, one or more of the rules using the information received from the user to assign a position in the queue to the user.

15. The hardware apparatus according to claim 13 further comprising usage monitoring means to monitor the use of the information source and reorder the queue to as to be in accordance with the rules.

16. The hardware apparatus according to claim 13 wherein the communications network is a WAN, LAN, PSTN, or the Internet.