Multiplex communications – Pathfinding or routing – Switching a message which includes an address header
Reexamination Certificate
1997-08-29
2001-02-20
Pham, Chi H. (Department: 2731)
Multiplex communications
Pathfinding or routing
Switching a message which includes an address header
C709S204000, C709S227000, C379S209010, C379S201060, C370S352000
Reexamination Certificate
active
06192050
ABSTRACT:
BACKGROUND OF THE INVENTION
1. Field of the Invention
The present invention relates generally to customer response networks and in particular to internet based response networks.
2. Description of the Related Art
Many companies establish and maintain home pages on the Internet's World Wide Web. These home pages may provide an electronic market place to users with a computer, appropriate software and internet access. Companies may set up layered directories that provide information in the form of electronic catalogs or brochures. Often a point of contact such as a telephone number or electronic mail address is provided as a link in the event a user requires more information or has a question for the company.
Current data services on the Web are interactive in the sense that information content is provided to a user based on keyboard or mouse input from that user. However, this response is limited to pre-programmed or “canned” text, video and/or audio.
Typically, web pages contain an e-mail address where a potential customer may send a question or ask for more information on a particular subject of interest. A response to such an inquiry may take anywhere from minutes to days. Even then, there is no assurance that the e-mailed inquiry will reach the appropriate person within the company.
In another scenario, a potential customer may obtain the company's telephone number from the web page or from directory assistance. The potential customer then places a telephone call to the company and may spend an interminable length of time on hold waiting for a customer service representative to become available. If the company number is a WATS line (usually referred to as 800 service), the company incurs a significant cost per minute for the amount of time the customer is in the call waiting queue. On the other hand, if the call is a standard toll call, the customer may incur a significant charge while waiting for his/her call to be routed to an available customer service representative.
There is accordingly a need for a new method and apparatus to provide queuing capability between a user and a company's representative in order to facilitate the transfer of information in an effective real-time manner.
As services migrate to higher bandwidth requirements and capabilities there is an increasing demand for interactive audio sessions over the internet itself.
There is accordingly an additional need for a new method and apparatus to provide an interactive live video session capability between a user and a company's representative in order to facilitate the transfer of information in an effective real-time manner.
SUMMARY OF THE INVENTION
The method and apparatus of the present invention is accomplished by having a customer or user situated at one of many user computer terminals connected to the Internet. The user accesses a company's World Wide Web Internet home page in an Internet session and decides that more information is needed and would appreciate receiving a telephone call from a live customer service representative.
The user presses an appropriate keyboard or mouse clicks on an appropriately labeled button on the Web page. An automatic call distribution device submits the user's IP address and pertinent information from the session to a customer service queue for routing to the next available customer service representative. A voice call over the Internet is then established. When the call request by the user to the customer service representative is submitted, session control passes back to the web page server and a normal interactive session is resumed. The customer then continues his previous activities while awaiting a voice call from the next available customer service representative over the internet.
One advantage of the present invention allows the user and customer service representative to conduct an interactive audio session.
Another advantage of the present invention allows the user and customer service representative to conduct an interactive audio session while not tying up scarce resources waiting for a customer service representative to become available.
Still another advantage of the present invention is the elimination of the toll charges associated with a separate telephone call over the public switched telephone network (PSTN).
Further features of the above-described invention will become apparent from the detailed description hereinafter.
The foregoing features together with certain other features described hereinafter enable the overall system to have properties differing not just by a matter of degree from any related art, but offering an order of magnitude more efficient use of processing time and resources.
Additional features and advantages of the invention will be set forth in part in the description which follows, and in part will be apparent from the description, or may be learned by practice of the invention. The advantages of the invention will be realized and attained by means of the elements and combinations particularly pointed out in the appended claims.
It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the invention, as claimed.
The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate preferred embodiments of the apparatus and method according to the invention and, together with the description, serve to explain the principles of the invention.
REFERENCES:
patent: 5311574 (1994-05-01), Livanos
patent: 5473679 (1995-12-01), La Porta et al.
patent: 5479487 (1995-12-01), Hammond
patent: 5608786 (1997-03-01), Gordon
patent: 5619557 (1997-04-01), Van Berkum
patent: 5657383 (1997-08-01), Gerber et al.
patent: 5699359 (1997-12-01), Suga
patent: 5717859 (1998-02-01), Yunoki
patent: 5724355 (1998-03-01), Bruno et al.
patent: 5737333 (1998-04-01), Civanlar et al.
patent: 5751706 (1998-05-01), Land et al.
patent: 5764736 (1998-06-01), Shachar et al.
patent: 5768513 (1998-06-01), Kuthyar et al.
patent: 5778178 (1998-07-01), Arunachalam
patent: 5793861 (1998-08-01), Haigh
patent: 5794207 (1998-08-01), Walker et al.
patent: 5796393 (1998-08-01), MacNaughton et al.
patent: 5806043 (1998-09-01), Toader
patent: 5838682 (1998-11-01), Dekelbaum et al.
patent: 5867495 (1999-02-01), Elliot et al.
patent: 5884032 (1999-03-01), Bateman et al.
patent: 5991394 (1999-11-01), Dezonno
patent: 5995606 (1999-11-01), Civanlar
Grove, Direct voice access to call centers from a web sites; Rockwell, pp. 1-4, Aug. 1996.
“CTI: Computer telephony developers gain higher density”, EDGE on & about AT&T, Vii, n11, p. (1), Mar. 11, 1996.
“BBN planet to become center for electronic commerce”, by Joanie Wexler, Network World, p. 14, Apr. 1996.
“CMP Accession Number: CWK199603115005 and telephony”, CommunicationsWeek, 1996, n600, p. 8.
“Cutting through the telebaloney”, by Dave Kasiur, PC Week, v13, n25, PN3(3), Jun. 24, 1996.
Haynes and Boone LLP
Nguyen Steven
Nortel Networks Limited
Pham Chi H.
LandOfFree
Method and apparatus for inquiry response via internet does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Method and apparatus for inquiry response via internet, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Method and apparatus for inquiry response via internet will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-2607559