US6192050B1
Expired / Lapsed
US
⏱️ 0.0 years remaining
Method and apparatus for inquiry response via internet
Assignee: Avaya Inc
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Filing: 1997-08-29
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Granted: 2001-02-20
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Expires: 2017-08-29
Abstract
Abstract An interactive data communication user is connected through a network to a multimedia response server. The user presses an appropriate keyboard or mouse clicks on an appropriately labeled button on a data page. An automatic call distribution device switches the session to a customer service queue for routing to the next available customer service representative. The customer service representative automatically places a internet based telephone call to the user. When the interactive session between the user and the customer service representative is completed, session control passes back to the data page server and a normal interactive session is resumed.
Inventors
- 👤 Gregory T. Stovall
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-04 11:02
CPC Classifications
H; H04; H04M; H04M7/00; H04M7/0024; H04M7/003; H04L; H04L67/00; H04L67/50; H04L67/75; H04M3/00; H04M3/42; H04M3/42195; H04M3/50; H04M3/51; H04L69/00; H04L69/30; H04L69/32; H04L69/322; H04L69/329; H04M7/006
Claims Analysis
Total Claims: 28
Claim 1
Independent Claim
142 words
An apparatus for conducting a multimedia communication over a data communications network, comprising: means for receiving an incoming query from an external user relating to information displayed on a client computer connected to said data communications network through a network connection; means for receiving a network address relating to the client computer; means for identifying said incoming query as a call-back request; and means for providing the network address to an operations console; means for communicating over said data communications network between said external user and an operator, both having access to said information displayed on the operations console connected to said data communications network, wherein the means for communication utilizes the same network connection that connects the client computer to the data communication network; and wherein said communicating occurs while both said external user and said operator are accessing said information.
Claim 2
Independent Claim
142 words
An apparatus for conducting a multimedia communication over a data communications network, comprising: means for receiving an incoming query from an external user relating to information displayed on a client computer connected to said data communications network through a network connection; means for receiving a network address relating to the client computer; means for identifying said incoming query as a call-back request; and means for providing the network address to an operations console; means for communicating over said data communications network between said external user and an operator, both having access to said information displayed on the operations console connected to said data communications network, wherein the means for communication utilizes the same network connection that connects the client computer to the data communication network; and wherein said communicating occurs while both said external user and said operator are accessing said information.
Claim 3
Dependent Claim
43 words
An apparatus for conducting a multimedia communication over a data communications network as in claim 1 wherein said data communications network comprises a switching mechanism operably connected to a first server control mechanism for passing data to said operations console for communication processing.
Claim 4
Dependent Claim
28 words
An apparatus for conducting a multimedia communication over a data communications network as in claim 2 wherein said data communication network includes a queueing and an interactive capability.
Claim 5
Dependent Claim
26 words
An apparatus for conducting a multimedia communication over a data communications network as in claim 3 wherein said data communication network includes a real time capability.
Claim 6
Dependent Claim
29 words
An apparatus for conducting a multimedia communication over a data communications network as in claim 3 wherein said data communication network includes at least a near real time capability.
Claim 7
Dependent Claim
40 words
An apparatus for conducting a multimedia communication over a data communications network as in claim 5 further comprises means for automatically distributing said incoming query and said network address from a queue to the operations console at a particular destination.
Claim 8
Dependent Claim
32 words
An apparatus for conducting a multimedia communication over a data communication network as in claim 6 wherein said particular destination is connected to a second data communications network coupled to said network.
Claim 9
Dependent Claim
30 words
An apparatus for conducting a multimedia communication over a data communication network as in claim 6 wherein said particular destination is an interactive station for conducting a customer service transaction.
Claim 10
Dependent Claim
36 words
An apparatus for conducting a multimedia communication over a data communication network as in claim 8 further including a second server control mechanism for passing data to said switching mechanism for routing to an external destination.
Claim 11
Dependent Claim
19 words
An apparatus according to claim 2 wherein said client computer is coupled to said switching mechanism through the Internet.
Claim 12
Dependent Claim
21 words
An apparatus according to claim 10 wherein said client computer comprises means for said external user to transmit said call-back request.
Claim 13
Dependent Claim
43 words
An apparatus according to claim 11 wherein said call-back request is received by said switching mechanism which stores said call-back request in a queue, said call-back request being provided from said queue to said operations console on a first in first out basis.
Claim 14
Dependent Claim
48 words
An apparatus according to claim 12 wherein said operator responds to said call-back request by initiating said multimedia communication over the Internet using a first audio device attached to said operations console to communicate with said external user through a second audio device attached to said client computer.
Claim 15
Independent Claim
120 words
A method for conducting a multimedia communication over a data communications network comprising the steps of: receiving an incoming query from an external user relating to information displayed on a client computer connected to said data communications network through a network connection; receiving a network address relating to the client computer; identifying said incoming query as a call-back request; and providing a multimedia communication to said client computer through the network connection using the network address, the multimedia communication being between said external user and an operator having access to said information displayed on an operations console connected to said data communications network; wherein said multimedia communication occurs while said external user and said operator are both accessing said information.
Claim 16
Independent Claim
120 words
A method for conducting a multimedia communication over a data communications network comprising the steps of: receiving an incoming query from an external user relating to information displayed on a client computer connected to said data communications network through a network connection; receiving a network address relating to the client computer; identifying said incoming query as a call-back request; and providing a multimedia communication to said client computer through the network connection using the network address, the multimedia communication being between said external user and an operator having access to said information displayed on an operations console connected to said data communications network; wherein said multimedia communication occurs while said external user and said operator are both accessing said information.
Claim 17
Dependent Claim
41 words
A method for conducting a multimedia communication over a data communications network as in claim 14 further comprising the step of operably connecting a first switching mechanism to a server control mechanism passing data to an operations console for communication processing.
Claim 18
Dependent Claim
28 words
A method for conducting a multimedia communication over a data communications network as in claim 15 further comprising the step of having a queuing and an interactive capability.
Claim 19
Dependent Claim
28 words
A method for conducting a multimedia communication over a data communications network as in claim 16 further comprising the step of storing the network address in a queue.
Claim 20
Dependent Claim
30 words
A method for conducting a multimedia communication over a data communications network as in claim 17 further comprising the step of interacting in an at least near real time mode.
Claim 21
Dependent Claim
41 words
A method for conducting a multimedia communication over a data communications network as in claim 14 further comprising the step of automatically distributing said incoming query and said network address from a queue to the operator, based on a predetermined criteria.
Claim 22
Dependent Claim
31 words
A method for conducting a multimedia communication over a data communication network as in claim 19 wherein the operator is connected to a second data communications network coupled to said network.
Claim 23
Dependent Claim
30 words
A method for conducting a multimedia communication over a data communication network as in claim 19 wherein said particular destination is an interactive station for conducting a customer service transaction.
Claim 24
Dependent Claim
39 words
A method for conducting a multimedia communication over a data communication network as in claim 21 further comprising the step of providing data by a second server control mechanism, to said switching mechanism for routing to an external destination.
Claim 25
Dependent Claim
23 words
A method according to claim 15 further comprising the step of coupling a client computer system to said switching mechanism through the Internet.
Claim 26
Dependent Claim
27 words
A method according to claim 23 further comprising the step of transmitting by said external user said call-back request from said client computer to said switching mechanism.
Claim 27
Dependent Claim
45 words
A method according to claim 24 further comprising the steps of: receiving said call-back request by said switching mechanism; storing said call-back request in a queue; and providing said call-back request from said queue to said operations console on a first in first out basis.
Claim 28
Dependent Claim
53 words
A method according to claim 25 further comprising the step of responding by said operator to said call-back request by initiating said multimedia communication over the Internet using a first audio device connected to said operations console to communicate with said external user through a second audio device connected to said client computer.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2004-02-20 | 2004-08-21 | 2005-02-20 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2008-02-20 | 2008-08-21 | 2009-02-20 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2012-02-20 | 2012-08-21 | 2013-02-20 | $7700.00 | Window Closed / Lapsed |