Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center

• US 7,668,171 B2
• Filed: 04/20/2004
• Issued: 02/23/2010
• Est. Priority Date: 09/24/1999
• Status: Active Grant

• Current Assignee: Alcatel-Lucent SA (Nokia Corporation)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Bondarenko, Oleg, Shtivelman, Yuri
• Primary Examiner(s): Cho; Hong
• Assistant Examiner(s): Jones; Prenell P
• Application Number:
  US10/829,014
• Publication Number:
  US 20040196856A1
• Time in Patent Office: 2,135 Days
• Field of Search: 370/401, 370/352, 370/395, 370/270, 370/356, 370/229, 370/252, 370/260, 370/338, 709/204, 709/224, 709/225, 709/238, 709/226, 709/206, 709/218, 709/201, 709/265, 709/266, 709/67, 709/88, 709/93, 709/188, 379/265, 379/93, 379/219, 379/208, 379/210, 379/211, 379/212, 379/214, 379/230, 379/22, 379/267, 379/29, 379/218, 379/201, 379/266, 379/67, 379/88, 379/188, 455/456, 455/457, 455/424, 455/423, 455/448, 455/414, 455/566, 455/345, 713/153, 705/5, 710/6, 717/173
• US Class Current: 370/395.1
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements
• CPC Class Codes: H04M 7/003 Click to dial services
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

An Estimated Wait Time (EWT) service for a Web page provider has an internet-connected facility for monitoring communication status with a communication center having communication equipment hosting agents of the web page provider, and an interactive link in a web page hosted by the Web page provider. The interactive link is presented to a user accessing the Web page, and when selected, connects the user to the facility for monitoring communication status. In a preferred embodiment the facility provides a Web page display for the user, displaying parameters regarding the communication status, such as estimated wait time (EWT). In some cases there are options in a user interface for placing an Internet Phone (IP) call, for sending a message, and e-mail, and so forth, or for requesting a call back. In the case of a cal back the user may, in some embodiments, provide alternative numbers or addresses and times for call back.

Claims

1. A wait-time notification system, comprising:

a monitoring facility tracking status of agents in one or more communication centers; and

a user interface to the monitoring facility including a link to a universal resource locator (URL) providing a Web page;

wherein, when the monitoring facility is accessed through the user interface the monitoring facility provides at least one aspect of agent status and an estimated wait time for contact with an agent and the user interface comprises a call hyperlink, which when selected places an Internet-protocol Network telephony (IPNT) call to one of the communication centers.

2. The system of claim 1 wherein selecting the call hyperlink also invokes the URL for the web page including the communication status.

3. The system of claim 1 wherein the user interface comprises mechanisms for selecting media type for communication with agents at the communication center.

4. The system of claim 3 wherein the media type may be one of instant messaging, voice telephone, or email.

5. The system of claim 1 comprising a mechanism in the monitoring facility for selecting an agent, wherein at the time an agent is selected the status of that agent is displayed.

6. A method for wait-time notification, comprising:

tracking status of agents in one or more communication centers by a monitoring facility; and

providing a user interface to the monitoring facility, which provides at least one aspect of agent status and an estimated wait time for contact with an agent and the user interface comprises a call hyperlink, which when selected places an Internet-protocol network telephony (IPNT) call to one of the communication centers.

7. The method of claim 6 wherein selecting the call hyperlink also invokes the URL for the web page including the communication status.

8. The method of claim 6 wherein the user interface comprises mechanisms to select media type for communication with agents at the communication center.

9. The method of claim 8 wherein the media type may be one of instant messaging, voice telephone, or email.

10. The method of claim 6 comprising a mechanism in the monitoring facility for selecting an agent, wherein at the time an agent is selected the status of that agent is displayed.