System and method for routing customer support softphone call
First Claim
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1. A method of routing a voice communication from a web page to one of a plurality of queues, comprising:
- determining a plurality of variables for routing the voice communication, each of the variables having at least one first value;
assigning a default value to each variable for the web page so that the voice communication can be routed to one of the queues regardless of whether the first value has been ascertained; and
including within a data structure for the variables syntax cues that distinguish between information directly provided by a customer visiting the web page and default values.
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Abstract
A method of routing a voice communication from a web page to one of a plurality of queues includes determining a plurality of variables for routing the voice communication, and assigning a default value to each variable for the web page so that the voice communication can be routed to one of the queues regardless of whether the first value has been ascertained.
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Citations
8 Claims
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1. A method of routing a voice communication from a web page to one of a plurality of queues, comprising:
- determining a plurality of variables for routing the voice communication, each of the variables having at least one first value;
assigning a default value to each variable for the web page so that the voice communication can be routed to one of the queues regardless of whether the first value has been ascertained; and
including within a data structure for the variables syntax cues that distinguish between information directly provided by a customer visiting the web page and default values. - View Dependent Claims (2, 3, 7)
- determining a plurality of variables for routing the voice communication, each of the variables having at least one first value;
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4. A method of routing a voice communication from a personal computer to one of a plurality of queues, comprising:
- presenting a web page having a plurality of variables for routing the voice communication, each of the variables having at least one first value; and
presenting a softphone running on the web page, the softphone placing the voice communication so that the voice communication can be routed to one of the queues regardless of whether the first value has been ascertained; and
including within a data structure for the variables syntax cues that distinguish between information directly provided by a customer visiting the web page and default values. - View Dependent Claims (5, 6, 8)
- presenting a web page having a plurality of variables for routing the voice communication, each of the variables having at least one first value; and
Specification