WO1997012448A3 - Web page synchronization system and method - Google Patents

Web page synchronization system and method Download PDF

Info

Publication number
WO1997012448A3
WO1997012448A3 PCT/US1996/014714 US9614714W WO9712448A3 WO 1997012448 A3 WO1997012448 A3 WO 1997012448A3 US 9614714 W US9614714 W US 9614714W WO 9712448 A3 WO9712448 A3 WO 9712448A3
Authority
WO
WIPO (PCT)
Prior art keywords
customer
live agent
web page
pulls
synchronization system
Prior art date
Application number
PCT/US1996/014714
Other languages
French (fr)
Other versions
WO1997012448A2 (en
Inventor
Charles H Jolissaint
Xuan Mcrae
Original Assignee
Edify Corp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Edify Corp filed Critical Edify Corp
Priority to CA002232055A priority Critical patent/CA2232055C/en
Priority to DE69625075T priority patent/DE69625075T2/en
Priority to AU69768/96A priority patent/AU6976896A/en
Priority to EP96930864A priority patent/EP0850531B1/en
Priority to AT96930864T priority patent/ATE228741T1/en
Publication of WO1997012448A2 publication Critical patent/WO1997012448A2/en
Publication of WO1997012448A3 publication Critical patent/WO1997012448A3/en

Links

Classifications

    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/22—Automatic class or number identification arrangements
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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

Landscapes

  • 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. An electronic workforce identifies the customer, pulls customer identification, pulls a record on the customer, provides information requested by customer, and permits the customer to select a live agent, provides the live agent number to determine the network identification number. Accordingly, the live agent receives data base information on a customer at the time the live agent begins conversation with the customer.
PCT/US1996/014714 1995-09-15 1996-09-11 Web page synchronization system and method WO1997012448A2 (en)

Priority Applications (5)

Application Number Priority Date Filing Date Title
CA002232055A CA2232055C (en) 1995-09-15 1996-09-11 Web page synchronization system and method
DE69625075T DE69625075T2 (en) 1995-09-15 1996-09-11 SYSTEM AND METHOD FOR SYNCHRONIZING WEB SITES
AU69768/96A AU6976896A (en) 1995-09-15 1996-09-11 Web page synchronization system and method
EP96930864A EP0850531B1 (en) 1995-09-15 1996-09-11 Web page synchronization system and method
AT96930864T ATE228741T1 (en) 1995-09-15 1996-09-11 SYSTEM AND METHOD FOR SYNCHRONIZING WEB PAGES

Applications Claiming Priority (2)

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

Publications (2)

Publication Number Publication Date
WO1997012448A2 WO1997012448A2 (en) 1997-04-03
WO1997012448A3 true WO1997012448A3 (en) 1997-10-23

Family

ID=24108796

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US1996/014714 WO1997012448A2 (en) 1995-09-15 1996-09-11 Web page synchronization system and method

Country Status (7)

Country Link
US (1) US6463149B1 (en)
EP (1) EP0850531B1 (en)
AT (1) ATE228741T1 (en)
AU (1) AU6976896A (en)
CA (1) CA2232055C (en)
DE (1) DE69625075T2 (en)
WO (1) WO1997012448A2 (en)

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Also Published As

Publication number Publication date
AU6976896A (en) 1997-04-17
WO1997012448A2 (en) 1997-04-03
CA2232055A1 (en) 1997-04-03
CA2232055C (en) 2002-01-22
DE69625075T2 (en) 2003-07-17
US6463149B1 (en) 2002-10-08
DE69625075D1 (en) 2003-01-09
EP0850531B1 (en) 2002-11-27
ATE228741T1 (en) 2002-12-15
EP0850531A2 (en) 1998-07-01

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