Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2001-07-31
2002-06-18
Smith, Creighton (Department: 2642)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S900000, C370S352000
Reexamination Certificate
active
06408065
ABSTRACT:
BACKGROUND OF THE INVENTION
1. Field of Invention
This invention relates to a method and apparatus for forwarding information relating to a call requested by a data network user.
2. Description of Related Art
Conventionally, data network users such as Internet “surfers” may navigate through web sites to communicate or obtain information. Occasionally, a web site may offer more personal interaction through voice communication with a person via a telephone, for example. Business establishments may use such personal interactions to offer assistance regarding their products by providing operators that respond to calls from data network users. However, when fielding such calls, the operators must engage in time consuming interaction with the users before effective assistance can be offered. Thus, new technology is needed to increase the efficiency of services such as described above.
SUMMARY OF THE INVENTION
The invention provides an intelligent data network call setup system that forwards data network user information to an operator, for example, that engages in a call with a data network user. The intelligent data network call set up system monitors the data network user's actions on the data network. When the user requests voice communication the intelligent network call setup system generates preamble information that summarizes potential reasons for the user's call, and forwards such information to an operator.
The intelligent data network call set up system includes a call coordination device that serves as an interface between the data network user and the operator. The call coordination device supports web sites visited by data network users and monitors all user actions such as web site feature selections, for example. The call coordination device may maintain a history of the sequence of user actions.
When the user requests a call, the call coordination device may set up the operator's data network log-on in the same state as the user's log on, provide the operator with the user's action history, and send other helpful information to the operator such as products that may interest the user, for example. Thus, the operator is provided preamble information regarding the user without extensive interaction with the user to avoid the undesirable “cold start” experience. In this way, the operator may be more knowledgeable and helpful to the user.
REFERENCES:
patent: 5884032 (1999-03-01), Bateman et al.
patent: 5991394 (1999-11-01), Dezonno et al.
O'Neil Joseph Thomas
Rosen Kenneth H.
Salimando Steven Charles
Stuntebeck Peter H.
AT&T Corp
Smith Creighton
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