Apparatus and methods for coordinating telephone and data commun

Details Apparatus and methods for coordinating telephone and data commun Apparatus and methods for coordinating telephone and data commun

1996-02-02

2000-10-10

Woo, Stella

Telephonic communications

Telephone line or system combined with diverse electrical...

379 9314, 379265, 379 9323, 379 9324, 370352, H04M 1100

Patent

active

061309338

ABSTRACT:
A telephony call center system comprises an Internet connection adapted for receiving data from a WEB server, the data originating from the computer platform of a person browsing the Internet, including data identifying the browsing person, such as a telephone number, and indicating to the WEB server a desire of the browsing person to communicate with an agent at the call center. The communication desired may be (a) a request for an agent at the call center to receive a telephone call from a browsing person, or (b) a request for a call to be placed to the browsing person from the call center. In both (a) and (b) the practical result is a telephone conference between the browsing person and an agent at the call center. In the first instance (a), in response to the data from the WEB server to the call center, the call center provides to the WEB server, for transfer to the browsing person via the Internet, a telephone number of a routing point at the call center. The call center selects an agent and initiates a watch for an arriving call from the browsing person. On arrival of the call, it is switched to the selected agent. In the other instance (b), in response to the data, the call center enters the browsing person's telephone number to a dialer and, when the dialer completes a call to the browsing person, switches the call to a selected agent.

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