CA2232055C - Web page synchronization system and method - Google Patents
Web page synchronization system and method Download PDFInfo
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- CA2232055C CA2232055C CA002232055A CA2232055A CA2232055C CA 2232055 C CA2232055 C CA 2232055C CA 002232055 A CA002232055 A CA 002232055A CA 2232055 A CA2232055 A CA 2232055A CA 2232055 C CA2232055 C CA 2232055C
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/0024—Services and arrangements where telephone services are combined with data services
- H04M7/003—Click to dial services
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L9/00—Cryptographic mechanisms or cryptographic arrangements for secret or secure communications; Network security protocols
- H04L9/40—Network security protocols
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/527—Centralised call answering arrangements not requiring operator intervention
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/0024—Services and arrangements where telephone services are combined with data services
- H04M7/0027—Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2242/00—Special services or facilities
- H04M2242/22—Automatic class or number identification arrangements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42025—Calling or Called party identification service
- H04M3/42034—Calling party identification service
- H04M3/42042—Notifying the called party of information on the calling party
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42025—Calling or Called party identification service
- H04M3/42034—Calling party identification service
- H04M3/42059—Making use of the calling party identifier
- H04M3/42068—Making use of the calling party identifier where the identifier is used to access a profile
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
- H04M3/42323—PBX's with CTI arrangements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13072—Sequence circuits for call signaling, ACD systems
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13093—Personal computer, PC
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13095—PIN / Access code, authentication
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13103—Memory
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13175—Graphical user interface [GUI], WWW interface, visual indication
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13299—Bus
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13389—LAN, internet
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- General Engineering & Computer Science (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Computer Security & Cryptography (AREA)
- Computer Networks & Wireless Communication (AREA)
- Telephonic Communication Services (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
- Information Transfer Between Computers (AREA)
- Manufacturing Of Electric Cables (AREA)
- Reverberation, Karaoke And Other Acoustics (AREA)
- Preliminary Treatment Of Fibers (AREA)
- Synchronisation In Digital Transmission Systems (AREA)
- Hardware Redundancy (AREA)
Abstract
A system and method are provided for routing data base information obtained in an automated Internet message response to a subsequently selected live agent (8). An electronic workforce (5) identifies the customer, pulls customer identification, pulls a record on the customer, provides information request ed by customer, and permits the customer to select a live agent, provides the live agent number to determine the network identification number. Accordingl y, the live agent receives data base information on a customer at the time the live agent begins conversation with the customer.
Description
PAGE SYNCHRO1VIZATION SYS7~EM AND METIiOD
BlrCl't0~! ~ r,CR~~=C~~~,f SEE CEF~Ti=f~:;~ °
r~i~~?E~'O~f~~~' ~ =~ r~~ ~~_:_ 3 VCi~ ~_~~;rf~.~~i~l Field of the Invention This application is a continuation-in-part application of U.S. Patent Application Serial No. 08/419,103, filed April I0, 1995 and having the title "Object Oriented Customer Information Exchange System and Method" which is hereby expressly referenced and incorporated herein by reference.
This application is further related to U.S. Patent Application Serial No. 08/
, , filed on even day herewith and having the title "Computer Telephony Integration System and Method" which is hereby expressly referenced and incorporated herein by reference.
Te nical Field of the Invention This invention relates to systems and methods for computer telephony and web page synchronization.
Current Internet systems interact problematically with private branch exchange (PBX) switches connected to voice response units and electronic workforces, operating with computer data bases. The on-line customer may wish to modify data stored in a computer data base but needs subsequently to communicate directly with a live agent accessible through an automatic call distribution (ACD) queue.
The customer information which has been produced from database storage based upon the customer identification must typically either be reproduced again from the original data base or must be transmitted to the live agent to enable the provide immediate assistance without having to repeat the entire user identification and data query operation which produced user specific information to service the particular call.
Unfortunately, currently available methods and systems for routing user information based upon an initial automated user identification to a subsequently determined live agent are slow, cumbersome, and require repetitive presentation of the same customer information first to the voice response unit and electronic workforce, and then directly to the live agent, followed by waiting periods during which the live agent accesses a computer data base indicating customer data, by customer ID#.
S~~ARY OF TH8 IN9ENTION
According to an aspect of the present invention, a customer inquires by Internet and through an automated voice response unit (VRU) ar electronic workforce as to information in a computer database on a computer which is network connected to the automated VRU or electronic workforce. The electronic workforce system or VRU makes a customer identification request over the Internet. The customer then provides its ID# ar other identification code to permit extraction of customer specific information from the database. The electronic workforce system according to the present invention uses the identifying information to query a computer database for information about the inquiring customer. The informa-tion provided in the database may include information about customer characteristics or preferences. This or other information is then provided by the electronic workforce system to the customer via the Internet. In view of the information received, the customer may wish to speak with a live agent. If the customer elects a live agent, a particular live agent is selected through an automatic call distribution (ACD) queue process.
According to an aspect of the present invention, Internet messages on a web server are processed along with switch and computer based information using a voice response unit (electronic workforce) such as an electronic workforce, a switch such as a private branch exchange (PBX), a computer having a data base, and a live agent having direct access to a personal computer and a telephone.
According to an aspect of the present invention, a software agent in the electronic workforce performs intelligent call routing with information about a customer provided to a live agent identified after the call has been received by the electronic workforce and after the customer has made a request for a live agent.
BlrCl't0~! ~ r,CR~~=C~~~,f SEE CEF~Ti=f~:;~ °
r~i~~?E~'O~f~~~' ~ =~ r~~ ~~_:_ 3 VCi~ ~_~~;rf~.~~i~l Field of the Invention This application is a continuation-in-part application of U.S. Patent Application Serial No. 08/419,103, filed April I0, 1995 and having the title "Object Oriented Customer Information Exchange System and Method" which is hereby expressly referenced and incorporated herein by reference.
This application is further related to U.S. Patent Application Serial No. 08/
, , filed on even day herewith and having the title "Computer Telephony Integration System and Method" which is hereby expressly referenced and incorporated herein by reference.
Te nical Field of the Invention This invention relates to systems and methods for computer telephony and web page synchronization.
Current Internet systems interact problematically with private branch exchange (PBX) switches connected to voice response units and electronic workforces, operating with computer data bases. The on-line customer may wish to modify data stored in a computer data base but needs subsequently to communicate directly with a live agent accessible through an automatic call distribution (ACD) queue.
The customer information which has been produced from database storage based upon the customer identification must typically either be reproduced again from the original data base or must be transmitted to the live agent to enable the provide immediate assistance without having to repeat the entire user identification and data query operation which produced user specific information to service the particular call.
Unfortunately, currently available methods and systems for routing user information based upon an initial automated user identification to a subsequently determined live agent are slow, cumbersome, and require repetitive presentation of the same customer information first to the voice response unit and electronic workforce, and then directly to the live agent, followed by waiting periods during which the live agent accesses a computer data base indicating customer data, by customer ID#.
S~~ARY OF TH8 IN9ENTION
According to an aspect of the present invention, a customer inquires by Internet and through an automated voice response unit (VRU) ar electronic workforce as to information in a computer database on a computer which is network connected to the automated VRU or electronic workforce. The electronic workforce system or VRU makes a customer identification request over the Internet. The customer then provides its ID# ar other identification code to permit extraction of customer specific information from the database. The electronic workforce system according to the present invention uses the identifying information to query a computer database for information about the inquiring customer. The informa-tion provided in the database may include information about customer characteristics or preferences. This or other information is then provided by the electronic workforce system to the customer via the Internet. In view of the information received, the customer may wish to speak with a live agent. If the customer elects a live agent, a particular live agent is selected through an automatic call distribution (ACD) queue process.
According to an aspect of the present invention, Internet messages on a web server are processed along with switch and computer based information using a voice response unit (electronic workforce) such as an electronic workforce, a switch such as a private branch exchange (PBX), a computer having a data base, and a live agent having direct access to a personal computer and a telephone.
According to an aspect of the present invention, a software agent in the electronic workforce performs intelligent call routing with information about a customer provided to a live agent identified after the call has been received by the electronic workforce and after the customer has made a request for a live agent.
According to an aspect of the present invention, a software agent transfers a call to a live agent and accesses a customer's record so the live agent can answer the call in a more personal and efficient manner. Thus, a coordinated call and screen transfer operation, i.e., screen popping evolution, is accomplished with the customer identify being established once the electronic workforce without need for reascertainment by the live agent, because the information about customer identify is passed by network to the correct one of a number of live agents working a switch site.
According to an aspect of the present invention, telephone calls are intelligently routed and transferred by a call center agent performing account handling activities, based upon ANI/DNIS information. The software agent receiving the call obtains calling party information, permitting access to a local table, local or remote database information, or a host computer about the customer or number dialed to route the call to a specific live agent, live agent group, or particular electronic work force (EWF) job description.
According to another aspect of the present invention there is provided a method for routing information to a live agent's computer that has been routed via the Internet to a live Internet user's computer, the live agent's computer having an Internet browser and the live Internet user's computer having an Internet browser, said method comprising the steps of:
routing information displayed on the live Internet user's computer to the Internet browser on the live agent's computer:
establishing telephone communication between the live Internet user and the live agent;
sending the Internet browser on the live agent's computer a message to request an update, receiving a request from the Internet browser on the live agent's computer for an update; and sending the information sent to the Internet browser on the live Internet user's computer to the Internet browser on the live agent's computer.
According to yet another aspect of the present invention there is provided in a computer system, a method for routing information to a live agent that is also routed via the Internet to a live Internet user, the method comprising the steps of receiving a request for information at a server from an Internet browser on a first computer associated with the live Internet user;
sending the requested information to the Internet browser on the first computer;
receiving a request at the server from the live Internet user, via the Internet browser on the first computer, that the live agent be connected to the live user's telephone number;
calling by the server a telephone number associated with a second computer used by the live agent;
sending the information sent to the Internet browser on the first computer to an 1 S Internet browser on the second computer; and establishing a telephone connection between the live Internet user and the live agent.
According to still yet another aspect of the present invention there is provided in a computer system, a method for retrieving information associated with a live Internet user and routing information to a live agent, the method comprising the steps of receiving a request for information from an Internet browser on a first computer associated with the live Internet user;
identifying a telephone number associated with the live Internet user;
obtaining the information requested by the live Internet user;
transmitting via the Internet, at least a portion of the obtained information to the Internet browser on the first computer for display on the first computer;
offering the live Internet user a choice of speaking with the live agent after a computer session;
receiving a request for the live agent;
mapping the live agent to a telephone number;
3a routing the information transmitted to the live agent Internet user to an Internet browser on a second computer associated with the live agent; and establishing communication between the live agent and the line Internet user.
According to still yet another aspect of the present invention there is provided communication system, comprising:
a first computer for use by a live Internet user;
a second computer for use by a live agent;
a database;
a server coupled to the database and to the first computer and the second computer, via an Internet connection wherein the server is configured to:
receive a request at the server from an Internet browser on the first computer associated with the live Internet user for information from a database;
send the information to the Internet browser on the first computer;
receive a request at the server from the live Internet user, via the Internet browser on the first computer, that the live agent be connected to the live Internet user's telephone number;
call by the server a telephone number associated with the second computer used by the live agent;
send the information sent to the Internet browser on the first computer to an Internet browser on the second computer; and establish a telephone connection to the phone number of the live Internet user.
According to still yet another aspect of the present invention there is provided a computer readable medium embodying computer program code for performing a method for routing information to a live agent that is also routed via the Internet to a live Internet user, the method comprising the steps of:
receiving a request for information from an Internet browser on a first computer associated with the live Internet user;
sending the requested information to the Internet browser on the first computer;
receiving a request from the live Internet user, via the Internet browser on the first computer, to be connected to a live agent;
3b calling a telephone number associated with a second computer used by the live agent;
sending the information sent to the Internet browser on the first computer to an Internet browser on the second computer; and establishing a telephone connection between the live Internet user and the live agent.
An embodiment of the present invention will now be described more fully with reference to the accompanying drawings in which:
Figure la is a block diagram of a combined Internet and computer telephone system according to the present invention;
Figure 1b is a block diagram of a live agent personal computer (PC) including mainframe access software and associated desktop control and browser software;
Figure lc is a block diagram of selected portions of the combined Internet and computer telephone system according to the present invention, specifically showing a browser installed on a customer's personal computer, the Internet, an electronic workforce, a computer, and a browser installed on the personal computer of a live agent;
Figure 1d is a block diagram of selected portions of the combined Internet and computer telephone system according to the present invention, specifically showing a browser installed on a customer's personal computer, the Internet, an electronic workforce, a network bus, and a computer;
Figure 1e is a block diagram of selected portions of the combined Internet and computer telephone system according to the present invention, specifically showing electronic workforce and browser which is installed on the personal computer of a live agent;
Figure 1 f provides an updating process for an agent browser (LAB), according to the present invention;
Figure 1g is a block diagram of selected portions of the combined Internet and computer telephone system according to the present invention, specifically showing electronic workforce 5, personal computer 8b, desktop control software 8b", and browser 8c which is installed on the personal computer of a live agent, according to one embodiment of the present invention;
3c Figure 1 h shows an updating method according to the present invention, wherein desktop control software 8b" is used to simulate a user request for information from electronic workforce 5;
Figures 2a-2b are a composite display window for an electronic workforce indicating a screen programming pmcess according to which an automated call processing sequence is defined to respond automatically to a customer Internet inquiry and to identify a live agent, according to the present invention; and 3d WO 97/t2448 PCT/ITS96/14714 Figures 3a-3e shows a method of call processing according to the present invention.
Figure 1 a is a block diagram of an Internet computer telephony system according to the present invention. The system of the present invention includes a first telephone 3 used by a customer interested in speaking with a live agent about information in a data base, after initial on-line communication with the data base has proven unsatisfactory. The system further includes a switch 4 such as a private branch exchange (i.e., a PBX), a voice response unit (VRU) such as an electronic workforce 5 made by Edify Corporation of Santa Clara, California.
The Internet computer telephony system according to the present invention shown in Figure la additionally includes a bus 6 interconnected attached elements in a network, a computer 7 having a database, which may be a mainframe, a minicomputer, or a personal computer (PC). The system further includes a live agent system 8 including a live agent 8a, a personal computer (PC) 8b, and a second telephone 8c used by live agent 8a to communicate with switch 4. First telephone 3 is a conventional telephone employed by a user to initiate a user I5 call. First telephone is connected to the central telephone network at a telephone switch 4.
Telephone switch 4 is in turn connected to electronic workforce 5, and second telephone 8c.
Further, electronic workforce 5, and second telephone 8c are each connected to bus 6 which in turn is connected to computer 7. Electronic workforce 5 is programmed according to the present invention to make an automated response to telephone calls received from switch 4, as discussed in detail below in connection with Figures 3a-3d. Particular details about electronic workforce 5 are provided in U.S. Patent Application Serial No. 07/708,463, filed May 5, 1991 and having the title "Object Oriented Customer Information Exchange System and Method" which is hereby expressly referenced and incorporated herein by reference.
The customer initially communicates with electronic workforce 5 through the Internet 6a via a personal computer 5a which has a browser Sa', and is able to communicate on line with a web page on electronic workforce 5.
Network bus 6 in Figure 1 a is a parallel set of electric wires carrying byte wide data signals and control or information signals between network elements including call path server Sa, electronic workforce 5, personal computer 8b, and computer 7. The network bus can be a Telnet connection, for example. Computer 7 is a general purpose computer having memory for storing a data base as well as other well known computer features. Live agent 8a is a human person acting as a telephone operator or service individual. Switch 4 is connected to second telephone 8c through an automatic call distribution (ACD) queue. Personal computcr 8a is a general purpose computer having a x86 architecture, for example. Personal computer 8a is connected through network bus 6 to computer 7 to receive customer information on a desk-top pop-up screen offering a visual depiction of selected data stored in computer 7. Second telephone 8c is a consumer telephone device, for example, connected to switch 4 through an ACD queue.
Figure Ib is a block diagram of a live agent personal computer (PC) 8b including desktop control software 8b" which is loaded onto internal PC memory for operation. Further installed on PC 8b is a browser 8c which enables effective Internet communication, as will be discussed in greater detail immediately below.
Figure lc is a block diagram of selected portions of the combined Internet and computer telephone system according to the present invention, specifically showing browser Sa' installed on a customer's personal computer, the Internet 6a, electronic workforce 5, computer 7, and a browser 8c installed on the personal computer of a live agent. This Figure is useful in comprehending Internet communications between a customer and a live agent, while parallel telephone communication is occurnng. As changes in the database on computer 7 are taking place, these changes are being reflected on the web page being maintained on electronic workforce 5. Customer browser Sa' is updated by the customer making an inforniation request to the web page on electronic workplace 5. Live agent browser 8c is separately updated by reference to electronic workplace 5, as will be discussed in detail below.
Figure 1 d is a block diagram of selected portions of the combined Internet and computer telephone system according to the present invention, specifically showing browser Sa' installed on a customer's personal computer, the Internet 6a, electronic workforce 5, network bus 6, and computer 7. This Figurc is useful in comprehending bilateral browser communications with electronic workforce 5, and bilateral communications between workforce 5 and computer 7. As changes in the database on computer 7 take place, these changes are reflected on the web page being maintained on electronic workforce 5. Customer browser Sa' is updated by the customer ZS making an information request to the web page on electronic workplace 5.
Browser Sa' asks for updates directly from electronic workforce 5, and browser Sa' receives the updates directly from electronic workforce 5 through the medium of the Internet 6a.
Figure Ie is a block diagram of selected portions of the combined Internet and computer telephone system according to the present invention, specifically showing electronic workforce 5 and browser 8c which is installed on the personal computer of a live agent.
Electronic workforce 5 includes web page St. Live agent browser 8c includes cycling request block 8c', according to one embodiment of the present invention. This Figure is useful in comprehending how live agent browser 8c is updated, according to one embodiment of the present invention.
As changes in the database on computer 7 are taking place, these changes are being reflected on web page St maintained on electronic workforce 5. Live agent browser Sc is updated by reference to electronic workplace 5 by a request automatically made, either cyclically, regularly, or on a timed basis. The request is considered to be made by a particular software module referred to as the cycling request module 8c'. As a result of the cyclic request made (whether SEC~'~o~l ~ r,~~~~C ~ ~ ~. or irregular), electronic workforce 5 provides updated information from web page St or SEE CERTi~~r~.'~1 i r GO~R~cner~ -:ar ~~cf'l~~ln a selected ~mory or storage location.
vcia c~av~~;~:.;v Such updating is described in greater detail in Figure 1f. In particular, live agent browser (LAB) asks 11 the electronic workforce to current web page information in mine form type.
Next the live agent browser (LAB) asks the electronic workforce for current web page information in mime form. Next, the LAB receives 12 the infonmation. Then, the LAB goes back 13 for more information. Thereafter, the LAB receives 14 more information. Finally, operation continues at the beginning of black 13 with the LAB going back for more information.
Once a request by LAB 8c is made in mime form, after every receipt of information, it automatically goes back far more information.
Figure 1g is a block diagram of selected portions of the combined Internet and computer telephone system according to the present invention, specifically showing electronic workforce 5, personal computer 8b, desktop control software 8b", and browser 8c which is installed on the personal computer of a live agent, according to one embodiment of the present invention.
Electronic workforce 5 includes agent St' according to this embodiment. This Figure is useful in comprehending how live agent browser 8c is updated, according to one embodiment of the present invention. As changes in the database an computer 7 are taking place, these changes are being reflected on web page 5t maintained an electronic workforce 5. Live agent browser 8c is updated by reference to electronic workplace 5 by a request made, upon direction from agent St.
As a result of the directions provided by agent St (whether regular or irregular), browser 8c makes a request for an update to electronic workforce 5 and it receives the update from electronic workforce pursuant to its request for the update. Electronic workforce 5 provides the updated information from web page St or from a selected memory or storage location. More particularly, agent St provides the directions to desktop control software 8b", which in turn provides direction to browser 8c to make a request of electronic workforce 5.
Such updating is described in greater detail in Figure 1h. In particular, electronic workforce agent St tells 16 desktop control software 8b" to simulate a user request for information from electronic workforce 5. Then, desktop control software 8b"
simulates 17 the request for information. Next, desktop control software 18 sends a simulated request to the live agent browser. Next, the live agent browser requests 19 an update. Finally, the live agent browser gets 20 an update.
Figures 2a-2b are a composite display window 20 for electronic workforce 5 indicating a screen programming process according to which an automated call processing sequence is defined to respond automatically to a user telephone call. Display window 20 includes a menu wu y im~ura YC:T/U596/14714 21 of action and device icons in respective first and second columns. As described in the above-referenced, incorporated patent application showing the electronic workforce 5, by selecting an action and device icon for placement at a grid position in display window 20, an object is established in a predetermined time sequence to cooperate with other linearly positioned objects, to perform automated call processing sequences. According to an embodiment of the present invention, Internet operation begins at grid position CI, followed by Internet login at C2.
Synchronism is turned off at C3. Terminal login is checked at C4. Screen synchronism is accomplished at C5. Such synchronism means that the web page is updated. The Internet main menu is requested at C6. A choice of flow alternatives is indicated at C7. Six flow choices are indicated respectively at C8, D8, E8, F8, G8, and H8. The first flow choice beginning at C8 is an account flow. The first flow choice beginning at C8 is an account flow. The second flow choice beginning at D8 is an overdraft flow. The third flow choice beginning at E8 is a statement flow. The fourth flow choice beginning at F8 is a loan flow. The fifth flow choice beginning at G8 is a "call me" flow. The sixth flow choice beginning at H8 is an "other" flow.
The account flow includes getting an account, as indicated at C9. The overdraft flow includes accomplishing screen synchronization, as indicated at D9. The statement flow includes accomplishing screen synchronization, as indicated at E9. The loan flow includes accomplishing screen synchronization, as indicated at F9. The "call me" flow includes waiting for an Internet screen, as indicated at G9. The "other" flow includes choosing another flow, as indicated at H9.
The account flow next includes accomplishing screen synchronization, as indicated at C10. The overdraft flow includes asking Internet, as indicated at D10. The statement flow includes asking Internet, as indicated at E10. The loan flow includes asking Internet, as indicated at FIO. The "call me" flow includes calling the user or customer, as indicated at GIO.
The "other" flow includes operations being dane or branching to further operations, as indicated respectively at H10 and II 1.
Further operations are shown in Figure 2b. The account flow next includes asking Internet, as indicated at C 11. The overdraft flow includes updating the database, as indicated at D11. The statement flow includes updating the database, as indicated at E11.
The loan flow includes going to H9, as indicated at F 11. The "call me" flow includes holding for the next customer service representative (CSR), as indicated at G11. The "other" flow includes ending synchronization or going to C5, as indicated respectively at H11 and I11.
The account flow next going to H9, as indicated at C12. The overdraft flow includes going to H9, as indicated at DI2. The statement flow includes going to H9, as indicated at E12.
The "call me" flow includes transferring to a customer service representative (CSR), as indicated at G12. The "other" flow includes stopping flow, as indicated at H12.
The "call me" flow includes asking for the customer service representative's identification (ID), as indicated at G13, then getting the network address for the particular customer service representative's personal computer as indicated at G 14, turning synchronism on as indicated at G 15, and going to CS as indicated at H 1 S which would normally be next in linear flow at G16 but is for convenience depicted at H1S.
Figure 3a shows operation of the Internet computer telephony system according to one embodiment of the present invention. In particular, when a customer makes a web call 30 over the Internet to electronic workforce S, the electronic workforce answers the call electronically.
Electronic workforce S electronically asks for the customer to provide identification information such an identification (1D) number and a telephone number. When the customer provides the >D# or the like, electronic workforce S gets 31 the customer >D#. Next, electronic workforce S
uses the 1D# to access database information on computer 7 about the customer, and gets 32 particular customer data which is of interest or utility with respect to the customer, from the database in computer 7. The particular customer data may far example indicate something about the relationship between the holder or operator of electronic workforce S and the customer, such as account or financial information, for example. As a consequence of having received the information, electronic workforce 5 accordingly sends 33 a web page response to the customer and provides selected information which has been acquired from computer 7.
Electronic workforce S may play a menu of options or alternatives to the customer, after the information has been provided, including a choice as to whether the customer wishes to speak with a Iive person, i.e., live agent. This is possible, when the customer is surprised, for example, about the information received. For example, the customer may find there is a zero balance in an account.
The method according to the present invention continues at Figure 3b, with the customer looking at the received data and asking 34 for a live agent. Then, the customer selects a "call ma" option 3S on a web page, by entering the customer's phone number.
Further, a supervised PBX transfer is invoked and the electronic workforce S
calls a customer 36 and the customer answers. Next, electronic workforce S tells the customer to hold for a live agent. Then, electronic workforce S puts the customer on hold in the PBX and invokes supervised transfer to a live agent. After that, the live agent responds with a "hello" 37 and is asked 38 for identification by electronic workforce S operating through switch 4, which is provided either directly by the voice of the live agent, or by a DTMF signal either automatically provided or given by the human intervention of the particular live agent.
As shown in Figure 3d, electronic workforce S then looks up 39 the network address of the live agent at a memory locaxion in electronic workforce S, including a look-up table for _g_ .. v ~ r..wwo PCT/US96/147I4 example which relates specific live agent ID#'s with the network addresses of the corresponding live agents. Next, the electronic workforce 5 connects to a live agent's desktop.
Then, as shown in Figure 3e, the electronic workforce brings the customer's web page up on the agents's desktop. At this time, customer and live agent are PBX
connected 42.
According to an aspect of the present invention, telephone calls are intelligently routed and transferred by a call center agent performing account handling activities, based upon ANI/DNIS information. The software agent receiving the call obtains calling party information, permitting access to a local table, local or remote database information, or a host computer about the customer or number dialed to route the call to a specific live agent, live agent group, or particular electronic work force (EWF) job description.
According to another aspect of the present invention there is provided a method for routing information to a live agent's computer that has been routed via the Internet to a live Internet user's computer, the live agent's computer having an Internet browser and the live Internet user's computer having an Internet browser, said method comprising the steps of:
routing information displayed on the live Internet user's computer to the Internet browser on the live agent's computer:
establishing telephone communication between the live Internet user and the live agent;
sending the Internet browser on the live agent's computer a message to request an update, receiving a request from the Internet browser on the live agent's computer for an update; and sending the information sent to the Internet browser on the live Internet user's computer to the Internet browser on the live agent's computer.
According to yet another aspect of the present invention there is provided in a computer system, a method for routing information to a live agent that is also routed via the Internet to a live Internet user, the method comprising the steps of receiving a request for information at a server from an Internet browser on a first computer associated with the live Internet user;
sending the requested information to the Internet browser on the first computer;
receiving a request at the server from the live Internet user, via the Internet browser on the first computer, that the live agent be connected to the live user's telephone number;
calling by the server a telephone number associated with a second computer used by the live agent;
sending the information sent to the Internet browser on the first computer to an 1 S Internet browser on the second computer; and establishing a telephone connection between the live Internet user and the live agent.
According to still yet another aspect of the present invention there is provided in a computer system, a method for retrieving information associated with a live Internet user and routing information to a live agent, the method comprising the steps of receiving a request for information from an Internet browser on a first computer associated with the live Internet user;
identifying a telephone number associated with the live Internet user;
obtaining the information requested by the live Internet user;
transmitting via the Internet, at least a portion of the obtained information to the Internet browser on the first computer for display on the first computer;
offering the live Internet user a choice of speaking with the live agent after a computer session;
receiving a request for the live agent;
mapping the live agent to a telephone number;
3a routing the information transmitted to the live agent Internet user to an Internet browser on a second computer associated with the live agent; and establishing communication between the live agent and the line Internet user.
According to still yet another aspect of the present invention there is provided communication system, comprising:
a first computer for use by a live Internet user;
a second computer for use by a live agent;
a database;
a server coupled to the database and to the first computer and the second computer, via an Internet connection wherein the server is configured to:
receive a request at the server from an Internet browser on the first computer associated with the live Internet user for information from a database;
send the information to the Internet browser on the first computer;
receive a request at the server from the live Internet user, via the Internet browser on the first computer, that the live agent be connected to the live Internet user's telephone number;
call by the server a telephone number associated with the second computer used by the live agent;
send the information sent to the Internet browser on the first computer to an Internet browser on the second computer; and establish a telephone connection to the phone number of the live Internet user.
According to still yet another aspect of the present invention there is provided a computer readable medium embodying computer program code for performing a method for routing information to a live agent that is also routed via the Internet to a live Internet user, the method comprising the steps of:
receiving a request for information from an Internet browser on a first computer associated with the live Internet user;
sending the requested information to the Internet browser on the first computer;
receiving a request from the live Internet user, via the Internet browser on the first computer, to be connected to a live agent;
3b calling a telephone number associated with a second computer used by the live agent;
sending the information sent to the Internet browser on the first computer to an Internet browser on the second computer; and establishing a telephone connection between the live Internet user and the live agent.
An embodiment of the present invention will now be described more fully with reference to the accompanying drawings in which:
Figure la is a block diagram of a combined Internet and computer telephone system according to the present invention;
Figure 1b is a block diagram of a live agent personal computer (PC) including mainframe access software and associated desktop control and browser software;
Figure lc is a block diagram of selected portions of the combined Internet and computer telephone system according to the present invention, specifically showing a browser installed on a customer's personal computer, the Internet, an electronic workforce, a computer, and a browser installed on the personal computer of a live agent;
Figure 1d is a block diagram of selected portions of the combined Internet and computer telephone system according to the present invention, specifically showing a browser installed on a customer's personal computer, the Internet, an electronic workforce, a network bus, and a computer;
Figure 1e is a block diagram of selected portions of the combined Internet and computer telephone system according to the present invention, specifically showing electronic workforce and browser which is installed on the personal computer of a live agent;
Figure 1 f provides an updating process for an agent browser (LAB), according to the present invention;
Figure 1g is a block diagram of selected portions of the combined Internet and computer telephone system according to the present invention, specifically showing electronic workforce 5, personal computer 8b, desktop control software 8b", and browser 8c which is installed on the personal computer of a live agent, according to one embodiment of the present invention;
3c Figure 1 h shows an updating method according to the present invention, wherein desktop control software 8b" is used to simulate a user request for information from electronic workforce 5;
Figures 2a-2b are a composite display window for an electronic workforce indicating a screen programming pmcess according to which an automated call processing sequence is defined to respond automatically to a customer Internet inquiry and to identify a live agent, according to the present invention; and 3d WO 97/t2448 PCT/ITS96/14714 Figures 3a-3e shows a method of call processing according to the present invention.
Figure 1 a is a block diagram of an Internet computer telephony system according to the present invention. The system of the present invention includes a first telephone 3 used by a customer interested in speaking with a live agent about information in a data base, after initial on-line communication with the data base has proven unsatisfactory. The system further includes a switch 4 such as a private branch exchange (i.e., a PBX), a voice response unit (VRU) such as an electronic workforce 5 made by Edify Corporation of Santa Clara, California.
The Internet computer telephony system according to the present invention shown in Figure la additionally includes a bus 6 interconnected attached elements in a network, a computer 7 having a database, which may be a mainframe, a minicomputer, or a personal computer (PC). The system further includes a live agent system 8 including a live agent 8a, a personal computer (PC) 8b, and a second telephone 8c used by live agent 8a to communicate with switch 4. First telephone 3 is a conventional telephone employed by a user to initiate a user I5 call. First telephone is connected to the central telephone network at a telephone switch 4.
Telephone switch 4 is in turn connected to electronic workforce 5, and second telephone 8c.
Further, electronic workforce 5, and second telephone 8c are each connected to bus 6 which in turn is connected to computer 7. Electronic workforce 5 is programmed according to the present invention to make an automated response to telephone calls received from switch 4, as discussed in detail below in connection with Figures 3a-3d. Particular details about electronic workforce 5 are provided in U.S. Patent Application Serial No. 07/708,463, filed May 5, 1991 and having the title "Object Oriented Customer Information Exchange System and Method" which is hereby expressly referenced and incorporated herein by reference.
The customer initially communicates with electronic workforce 5 through the Internet 6a via a personal computer 5a which has a browser Sa', and is able to communicate on line with a web page on electronic workforce 5.
Network bus 6 in Figure 1 a is a parallel set of electric wires carrying byte wide data signals and control or information signals between network elements including call path server Sa, electronic workforce 5, personal computer 8b, and computer 7. The network bus can be a Telnet connection, for example. Computer 7 is a general purpose computer having memory for storing a data base as well as other well known computer features. Live agent 8a is a human person acting as a telephone operator or service individual. Switch 4 is connected to second telephone 8c through an automatic call distribution (ACD) queue. Personal computcr 8a is a general purpose computer having a x86 architecture, for example. Personal computer 8a is connected through network bus 6 to computer 7 to receive customer information on a desk-top pop-up screen offering a visual depiction of selected data stored in computer 7. Second telephone 8c is a consumer telephone device, for example, connected to switch 4 through an ACD queue.
Figure Ib is a block diagram of a live agent personal computer (PC) 8b including desktop control software 8b" which is loaded onto internal PC memory for operation. Further installed on PC 8b is a browser 8c which enables effective Internet communication, as will be discussed in greater detail immediately below.
Figure lc is a block diagram of selected portions of the combined Internet and computer telephone system according to the present invention, specifically showing browser Sa' installed on a customer's personal computer, the Internet 6a, electronic workforce 5, computer 7, and a browser 8c installed on the personal computer of a live agent. This Figure is useful in comprehending Internet communications between a customer and a live agent, while parallel telephone communication is occurnng. As changes in the database on computer 7 are taking place, these changes are being reflected on the web page being maintained on electronic workforce 5. Customer browser Sa' is updated by the customer making an inforniation request to the web page on electronic workplace 5. Live agent browser 8c is separately updated by reference to electronic workplace 5, as will be discussed in detail below.
Figure 1 d is a block diagram of selected portions of the combined Internet and computer telephone system according to the present invention, specifically showing browser Sa' installed on a customer's personal computer, the Internet 6a, electronic workforce 5, network bus 6, and computer 7. This Figurc is useful in comprehending bilateral browser communications with electronic workforce 5, and bilateral communications between workforce 5 and computer 7. As changes in the database on computer 7 take place, these changes are reflected on the web page being maintained on electronic workforce 5. Customer browser Sa' is updated by the customer ZS making an information request to the web page on electronic workplace 5.
Browser Sa' asks for updates directly from electronic workforce 5, and browser Sa' receives the updates directly from electronic workforce 5 through the medium of the Internet 6a.
Figure Ie is a block diagram of selected portions of the combined Internet and computer telephone system according to the present invention, specifically showing electronic workforce 5 and browser 8c which is installed on the personal computer of a live agent.
Electronic workforce 5 includes web page St. Live agent browser 8c includes cycling request block 8c', according to one embodiment of the present invention. This Figure is useful in comprehending how live agent browser 8c is updated, according to one embodiment of the present invention.
As changes in the database on computer 7 are taking place, these changes are being reflected on web page St maintained on electronic workforce 5. Live agent browser Sc is updated by reference to electronic workplace 5 by a request automatically made, either cyclically, regularly, or on a timed basis. The request is considered to be made by a particular software module referred to as the cycling request module 8c'. As a result of the cyclic request made (whether SEC~'~o~l ~ r,~~~~C ~ ~ ~. or irregular), electronic workforce 5 provides updated information from web page St or SEE CERTi~~r~.'~1 i r GO~R~cner~ -:ar ~~cf'l~~ln a selected ~mory or storage location.
vcia c~av~~;~:.;v Such updating is described in greater detail in Figure 1f. In particular, live agent browser (LAB) asks 11 the electronic workforce to current web page information in mine form type.
Next the live agent browser (LAB) asks the electronic workforce for current web page information in mime form. Next, the LAB receives 12 the infonmation. Then, the LAB goes back 13 for more information. Thereafter, the LAB receives 14 more information. Finally, operation continues at the beginning of black 13 with the LAB going back for more information.
Once a request by LAB 8c is made in mime form, after every receipt of information, it automatically goes back far more information.
Figure 1g is a block diagram of selected portions of the combined Internet and computer telephone system according to the present invention, specifically showing electronic workforce 5, personal computer 8b, desktop control software 8b", and browser 8c which is installed on the personal computer of a live agent, according to one embodiment of the present invention.
Electronic workforce 5 includes agent St' according to this embodiment. This Figure is useful in comprehending how live agent browser 8c is updated, according to one embodiment of the present invention. As changes in the database an computer 7 are taking place, these changes are being reflected on web page 5t maintained an electronic workforce 5. Live agent browser 8c is updated by reference to electronic workplace 5 by a request made, upon direction from agent St.
As a result of the directions provided by agent St (whether regular or irregular), browser 8c makes a request for an update to electronic workforce 5 and it receives the update from electronic workforce pursuant to its request for the update. Electronic workforce 5 provides the updated information from web page St or from a selected memory or storage location. More particularly, agent St provides the directions to desktop control software 8b", which in turn provides direction to browser 8c to make a request of electronic workforce 5.
Such updating is described in greater detail in Figure 1h. In particular, electronic workforce agent St tells 16 desktop control software 8b" to simulate a user request for information from electronic workforce 5. Then, desktop control software 8b"
simulates 17 the request for information. Next, desktop control software 18 sends a simulated request to the live agent browser. Next, the live agent browser requests 19 an update. Finally, the live agent browser gets 20 an update.
Figures 2a-2b are a composite display window 20 for electronic workforce 5 indicating a screen programming process according to which an automated call processing sequence is defined to respond automatically to a user telephone call. Display window 20 includes a menu wu y im~ura YC:T/U596/14714 21 of action and device icons in respective first and second columns. As described in the above-referenced, incorporated patent application showing the electronic workforce 5, by selecting an action and device icon for placement at a grid position in display window 20, an object is established in a predetermined time sequence to cooperate with other linearly positioned objects, to perform automated call processing sequences. According to an embodiment of the present invention, Internet operation begins at grid position CI, followed by Internet login at C2.
Synchronism is turned off at C3. Terminal login is checked at C4. Screen synchronism is accomplished at C5. Such synchronism means that the web page is updated. The Internet main menu is requested at C6. A choice of flow alternatives is indicated at C7. Six flow choices are indicated respectively at C8, D8, E8, F8, G8, and H8. The first flow choice beginning at C8 is an account flow. The first flow choice beginning at C8 is an account flow. The second flow choice beginning at D8 is an overdraft flow. The third flow choice beginning at E8 is a statement flow. The fourth flow choice beginning at F8 is a loan flow. The fifth flow choice beginning at G8 is a "call me" flow. The sixth flow choice beginning at H8 is an "other" flow.
The account flow includes getting an account, as indicated at C9. The overdraft flow includes accomplishing screen synchronization, as indicated at D9. The statement flow includes accomplishing screen synchronization, as indicated at E9. The loan flow includes accomplishing screen synchronization, as indicated at F9. The "call me" flow includes waiting for an Internet screen, as indicated at G9. The "other" flow includes choosing another flow, as indicated at H9.
The account flow next includes accomplishing screen synchronization, as indicated at C10. The overdraft flow includes asking Internet, as indicated at D10. The statement flow includes asking Internet, as indicated at E10. The loan flow includes asking Internet, as indicated at FIO. The "call me" flow includes calling the user or customer, as indicated at GIO.
The "other" flow includes operations being dane or branching to further operations, as indicated respectively at H10 and II 1.
Further operations are shown in Figure 2b. The account flow next includes asking Internet, as indicated at C 11. The overdraft flow includes updating the database, as indicated at D11. The statement flow includes updating the database, as indicated at E11.
The loan flow includes going to H9, as indicated at F 11. The "call me" flow includes holding for the next customer service representative (CSR), as indicated at G11. The "other" flow includes ending synchronization or going to C5, as indicated respectively at H11 and I11.
The account flow next going to H9, as indicated at C12. The overdraft flow includes going to H9, as indicated at DI2. The statement flow includes going to H9, as indicated at E12.
The "call me" flow includes transferring to a customer service representative (CSR), as indicated at G12. The "other" flow includes stopping flow, as indicated at H12.
The "call me" flow includes asking for the customer service representative's identification (ID), as indicated at G13, then getting the network address for the particular customer service representative's personal computer as indicated at G 14, turning synchronism on as indicated at G 15, and going to CS as indicated at H 1 S which would normally be next in linear flow at G16 but is for convenience depicted at H1S.
Figure 3a shows operation of the Internet computer telephony system according to one embodiment of the present invention. In particular, when a customer makes a web call 30 over the Internet to electronic workforce S, the electronic workforce answers the call electronically.
Electronic workforce S electronically asks for the customer to provide identification information such an identification (1D) number and a telephone number. When the customer provides the >D# or the like, electronic workforce S gets 31 the customer >D#. Next, electronic workforce S
uses the 1D# to access database information on computer 7 about the customer, and gets 32 particular customer data which is of interest or utility with respect to the customer, from the database in computer 7. The particular customer data may far example indicate something about the relationship between the holder or operator of electronic workforce S and the customer, such as account or financial information, for example. As a consequence of having received the information, electronic workforce 5 accordingly sends 33 a web page response to the customer and provides selected information which has been acquired from computer 7.
Electronic workforce S may play a menu of options or alternatives to the customer, after the information has been provided, including a choice as to whether the customer wishes to speak with a Iive person, i.e., live agent. This is possible, when the customer is surprised, for example, about the information received. For example, the customer may find there is a zero balance in an account.
The method according to the present invention continues at Figure 3b, with the customer looking at the received data and asking 34 for a live agent. Then, the customer selects a "call ma" option 3S on a web page, by entering the customer's phone number.
Further, a supervised PBX transfer is invoked and the electronic workforce S
calls a customer 36 and the customer answers. Next, electronic workforce S tells the customer to hold for a live agent. Then, electronic workforce S puts the customer on hold in the PBX and invokes supervised transfer to a live agent. After that, the live agent responds with a "hello" 37 and is asked 38 for identification by electronic workforce S operating through switch 4, which is provided either directly by the voice of the live agent, or by a DTMF signal either automatically provided or given by the human intervention of the particular live agent.
As shown in Figure 3d, electronic workforce S then looks up 39 the network address of the live agent at a memory locaxion in electronic workforce S, including a look-up table for _g_ .. v ~ r..wwo PCT/US96/147I4 example which relates specific live agent ID#'s with the network addresses of the corresponding live agents. Next, the electronic workforce 5 connects to a live agent's desktop.
Then, as shown in Figure 3e, the electronic workforce brings the customer's web page up on the agents's desktop. At this time, customer and live agent are PBX
connected 42.
Claims (8)
1. A method for routing information to a live agent's computer that has been routed via the Internet to a live Internet user's computer, the live agent's computer having an Internet browser and the live Internet user's computer having an Internet browser, said method comprising the steps of:
routing information displayed on the live Internet user's computer to the Internet browser on the live agent's computer:
establishing telephone communication between the live Internet user and the live agent;
sending the Internet browser on the live agent's computer a message to request an update, receiving a request from the Internet browser on the live agent's computer for an update; and sending the information sent to the Internet browser on the live Internet user's computer to the Internet browser on the live agent's computer.
routing information displayed on the live Internet user's computer to the Internet browser on the live agent's computer:
establishing telephone communication between the live Internet user and the live agent;
sending the Internet browser on the live agent's computer a message to request an update, receiving a request from the Internet browser on the live agent's computer for an update; and sending the information sent to the Internet browser on the live Internet user's computer to the Internet browser on the live agent's computer.
2. In a computer system, a method for routing information to a live agent that is also routed via the Internet to a live Internet user, the method comprising the steps of:
receiving a request for information at a server from an Internet browser on a first computer associated with the live Internet user;
sending the requested information to the Internet browser on the first computer;
receiving a request at the server from the live Internet user, via the Internet browser on the first computer, that the live agent be connected to the live user's telephone number;
calling by the server a telephone number associated with a second computer used by the live agent;
sending the information sent to the Internet browser on the first computer to an Internet browser on the second computer; and establishing a telephone connection between the live Internet user and the live agent.
receiving a request for information at a server from an Internet browser on a first computer associated with the live Internet user;
sending the requested information to the Internet browser on the first computer;
receiving a request at the server from the live Internet user, via the Internet browser on the first computer, that the live agent be connected to the live user's telephone number;
calling by the server a telephone number associated with a second computer used by the live agent;
sending the information sent to the Internet browser on the first computer to an Internet browser on the second computer; and establishing a telephone connection between the live Internet user and the live agent.
3. The method of claim 2 further comprising the step of mapping the live agent to a telephone number.
4. The method of claim 2 wherein the information requested is business application information.
5. The method of claim 2 further comprising the step of receiving identification information from the live agent.
6. In a computer system, a method for retrieving information associated with a live Internet user and routing information to a live agent, the method comprising the steps of:
receiving a request for information from an Internet browser on a first computer associated with the live Internet user;
identifying a telephone number associated with the live Internet user;
obtaining the information requested by the live Internet user;
transmitting via the Internet, at least a portion of the obtained information to the Internet browser on the first computer for display on the first computer;
offering the live Internet user a choice of speaking with the live agent after a computer session;
receiving a request for the live agent;
mapping the live agent to a telephone number;
routing the information transmitted to the live agent Internet user to an Internet browser on a second computer associated with the live agent; and establishing communication between the live agent and the line Internet user.
receiving a request for information from an Internet browser on a first computer associated with the live Internet user;
identifying a telephone number associated with the live Internet user;
obtaining the information requested by the live Internet user;
transmitting via the Internet, at least a portion of the obtained information to the Internet browser on the first computer for display on the first computer;
offering the live Internet user a choice of speaking with the live agent after a computer session;
receiving a request for the live agent;
mapping the live agent to a telephone number;
routing the information transmitted to the live agent Internet user to an Internet browser on a second computer associated with the live agent; and establishing communication between the live agent and the line Internet user.
7. A communication system, comprising:
a first computer for use by a live Internet user;
a second computer for use by a live agent;
a database;
a server coupled to the database and to the first computer and the second computer, via an Internet connection wherein the server is configured to:
receive a request at the server from an Internet browser on the first computer associated with the live Internet user for information from a database;
send the information to the Internet browser on the first computer;
receive a request at the server from the live Internet user, via the Internet browser on the first computer, that the live agent be connected to the live Internet user's telephone number;
call by the server a telephone number associated with the second computer used by the live agent;
send the information sent to the Internet browser on the first computer to an Internet browser on the second computer; and establish a telephone connection to the phone number of the live Internet user.
a first computer for use by a live Internet user;
a second computer for use by a live agent;
a database;
a server coupled to the database and to the first computer and the second computer, via an Internet connection wherein the server is configured to:
receive a request at the server from an Internet browser on the first computer associated with the live Internet user for information from a database;
send the information to the Internet browser on the first computer;
receive a request at the server from the live Internet user, via the Internet browser on the first computer, that the live agent be connected to the live Internet user's telephone number;
call by the server a telephone number associated with the second computer used by the live agent;
send the information sent to the Internet browser on the first computer to an Internet browser on the second computer; and establish a telephone connection to the phone number of the live Internet user.
8. A computer readable medium embodying computer program code for performing a method for routing information to a live agent that is also routed via the Internet to a live Internet user, the method comprising the steps of:
receiving a request for information from an Internet browser on a first computer associated with the live Internet user;
sending the requested information to the Internet browser on the first computer;
receiving a request from the live Internet user, via the Internet browser on the first computer, to be connected to a live agent;
calling a telephone number associated with a second computer used by the live agent;
sending the information sent to the Internet browser on the first computer to an Internet browser on the second computer; and establishing a telephone connection between the live Internet user and the live agent.
receiving a request for information from an Internet browser on a first computer associated with the live Internet user;
sending the requested information to the Internet browser on the first computer;
receiving a request from the live Internet user, via the Internet browser on the first computer, to be connected to a live agent;
calling a telephone number associated with a second computer used by the live agent;
sending the information sent to the Internet browser on the first computer to an Internet browser on the second computer; and establishing a telephone connection between the live Internet user and the live agent.
Applications Claiming Priority (3)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| US08/529,166 | 1995-09-15 | ||
| US08/529,166 US6463149B1 (en) | 1995-04-10 | 1995-09-15 | Web page synchronization system and method |
| PCT/US1996/014714 WO1997012448A2 (en) | 1995-09-15 | 1996-09-11 | Web page synchronization system and method |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CA2232055A1 CA2232055A1 (en) | 1997-04-03 |
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| EP (1) | EP0850531B1 (en) |
| AT (1) | ATE228741T1 (en) |
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| CA (1) | CA2232055C (en) |
| DE (1) | DE69625075T2 (en) |
| WO (1) | WO1997012448A2 (en) |
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1995
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1996
- 1996-09-11 CA CA002232055A patent/CA2232055C/en not_active Expired - Fee Related
- 1996-09-11 AU AU69768/96A patent/AU6976896A/en not_active Abandoned
- 1996-09-11 WO PCT/US1996/014714 patent/WO1997012448A2/en active IP Right Grant
- 1996-09-11 EP EP96930864A patent/EP0850531B1/en not_active Expired - Lifetime
- 1996-09-11 DE DE69625075T patent/DE69625075T2/en not_active Expired - Lifetime
- 1996-09-11 AT AT96930864T patent/ATE228741T1/en not_active IP Right Cessation
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| AU6976896A (en) | 1997-04-17 |
| WO1997012448A2 (en) | 1997-04-03 |
| CA2232055A1 (en) | 1997-04-03 |
| DE69625075T2 (en) | 2003-07-17 |
| US6463149B1 (en) | 2002-10-08 |
| DE69625075D1 (en) | 2003-01-09 |
| WO1997012448A3 (en) | 1997-10-23 |
| EP0850531B1 (en) | 2002-11-27 |
| ATE228741T1 (en) | 2002-12-15 |
| EP0850531A2 (en) | 1998-07-01 |
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