Method of using VOIP for callback from an ACD
First Claim
Patent Images
1. A method of establishing a communication connection between a client of an organization and an agent of the organization comprising:
- an automatic contact distributor of the organization receiving a callback request from the client through a callback webpage of the organization;
the automatic contact distributor detecting an Instant Message (IM) handle of the client entered by the client with the callback request via the callback webpage ; and
the automatic contact distributor establishing a VOIP connection between the client and agent of the organization in response to the callback request using the IM handle.
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Abstract
A method and apparatus are provided for establishing a communication connection between a client of an organization and an agent of the organization. The method includes the steps of an automatic call distributor of the organization receiving a call from the client, the automatic call distributor detecting an IM handle of the client from the call and the automatic call distributor establishing a VOIP connection between the client and agent of the organization using the IM handle.
30 Citations
34 Claims
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1. A method of establishing a communication connection between a client of an organization and an agent of the organization comprising:
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an automatic contact distributor of the organization receiving a callback request from the client through a callback webpage of the organization; the automatic contact distributor detecting an Instant Message (IM) handle of the client entered by the client with the callback request via the callback webpage ; and the automatic contact distributor establishing a VOIP connection between the client and agent of the organization in response to the callback request using the IM handle. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. An apparatus for establishing a communication connection between a client of an organization and an agent of the organization comprising:
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means within an automatic contact distributor of the organization for receiving a callback request from the client through a callback webpage of the organization; means within the automatic call distributor for detecting an Instant Message (IM) handle of the client entered by the client with the callback request via the callback webpage; and means within the automatic call distributor for establishing a VOIP connection between the client and agent of the organization in response to the callback request using the IM handle. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24)
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25. An apparatus for establishing a communication connection between a client of an organization and an agent of the organization comprising:
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a call processor within an automatic contact distributor of the organization that receives a callback request from the client through a callback webpage of the organization; an IM handle received from the client by the call processor and provided by the client via the callback webpage; and an instant message processor within the automatic call distributor for establishing a VOIP connection between the client and agent of the organization in response to the callback request using the IM handle. - View Dependent Claims (26, 27, 28, 29, 30, 31, 32, 33, 34)
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Specification