Method of establishing a communication channel to...

Details Method of establishing a communication channel to... Method of establishing a communication channel to...

2006-02-21

2006-02-21

Hong, Harry S. (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C370S356000, C379S210010, C379S900000, C709S203000, C709S206000, C709S227000

Reexamination Certificate

active

07003090

ABSTRACT:
The present invention relates to method and system for providing online information in a networked user environment in which an end-user runs an application program and transmits data to an online server while running the application program. It is proposed to provide a request-button at the end-user application program dedicated to requesting information, and in particular help-information. When a help request is received at the communication server, a communication channel is promptly established between end-user and an agent. Information about the user activities sent in one or more transaction parts of an end-user intended business process and performed in the current application program session is read from the storage in the application server and is provided to the terminal of said agent in the help center. Advantageously, the same communication channel as used for performing the transactions is used for voice transmission for providing help or other information to the end-user.

REFERENCES:
patent: 6473407 (2002-10-01), Ditmer et al.
patent: 6490620 (2002-12-01), Ditmer et al.
patent: 6707811 (2004-03-01), Greenberg et al.
patent: 6760429 (2004-07-01), Hung et al.
patent: 6760727 (2004-07-01), Schroeder et al.
patent: 6829348 (2004-12-01), Schroeder et al.

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