US6282284B1 — Method and system for establishing voice communic…

Claim 1

Independent Claim 95 words

A method for establishing voice communications between a computer user and an agent, the method comprising the steps of: a) establishing a first Web page, the first Web page displaying a “call me” button when the first Web page is accessed by the computer user; b) generating a call request in response to activation of the “call me” button by the computer user; c) transmitting the call request to a computer system associated with the agent; and d) automatically establishing voice communications between the agent and the computer user in response to the call request.

Claim 2

Independent Claim 95 words

A method for establishing voice communications between a computer user and an agent, the method comprising the steps of: a) establishing a first Web page, the first Web page displaying a “call me” button when the first Web page is accessed by the computer user; b) generating a call request in response to activation of the “call me” button by the computer user; c) transmitting the call request to a computer system associated with the agent; and d) automatically establishing voice communications between the agent and the computer user in response to the call request.

Claim 3

Dependent Claim 26 words

The method as recited in claim 1 wherein the voice communications between the agent and the computer user are established over a public switched telephone network.

Claim 4

Dependent Claim 28 words

The method of claim 1 , wherein the computer system associated with the agent comprises a telephone switching system having a telephone computer and an automatic call distributor.

Claim 5

Dependent Claim 54 words

The method as recited in claim 1 wherein a name and a telephone number associated with the computer user are kept on a computer file and wherein the step of generating a call request comprises the step of automatically entering the name and the telephone number associated with the computer user from the file.

Claim 6

Dependent Claim 26 words

The method as recited in claim 1 wherein the step of generating a call request further comprises prompting the computer user to enter a telephone number.

Claim 7

Dependent Claim 77 words

The method as recited in claim 5 wherein the step of establishing a first web page further comprises establishing a second Web page, the second Web page having a form for entering a telephone number; and the step of prompting the computer user to enter the telephone number further comprises transferring the computer user from the first Web page to the second Web page in response to activation of the “call me” button by the computer user.

Claim 8

Dependent Claim 60 words

The method of claim 1 wherein: the step of generating a call request comprises prompting the computer user to enter a time to call the computer user; and the step of automatically establishing voice communications between the agent and the computer user comprises the step of automatically establishing voice communications at the time to call entered by the computer user.

Claim 9

Dependent Claim 49 words

The method of claim 1 wherein: the step of generating a call request comprises prompting the computer user to enter a telephone number; and the step of automatically establishing voice communications between the agent and the computer user comprises automatically dialing the telephone number entered by the computer user.

Claim 10

Dependent Claim 67 words

The method of claim 1 wherein: the step of generating a call request comprises prompting the computer user to enter a telephone number and a time to call the computer user; and the step of automatically establishing voice communications between the agent and the computer user comprises automatically dialing the telephone number entered by the computer user at the time to call entered by the computer user.

Claim 11

Dependent Claim 111 words

The method of claim 1 wherein: the step of establishing a first web page further comprises establishing a second Web page, the second Web page having a form for entering a telephone number and a time to call; the step of generating a call request further comprises transferring the computer user from the first Web page to the second Web page in response to activation of the “call me” button by the computer user; and the step of automatically establishing voice communications between the agent and the computer user further comprises automatically dialing the telephone number entered by the computer user at the time to call entered by the computer user.

Claim 12

Dependent Claim 59 words

The method as recited in claim 1 wherein the step of automatically establishing voice communications between the agent and the computer user in response to the call request further comprises: a) determining the number of a web page from which the call request was generated; and b) routing the voice communication to an agent associated with the web page.

Claim 13

Dependent Claim 122 words

The method as recited in claim 1 wherein: the step of generating a call request comprises generating a call request including a telephone number associated with the computer user and a number of a web page; and the step of establishing voice communications between the agent and the computer user in response to the call request further comprises: a) selecting an agent having knowledge relating to information on the Web page; b) generating a dial request command in response to the call request; c) calling the telephone number in the call request; d) detecting when the computer user answers the call; and e) routing the call to the selected agent based on the number of the Web page in the call request.

Claim 14

Dependent Claim 46 words

The method as recited in claim 12 wherein the step of selecting an agent comprises selecting a plurality of agents and wherein the step of routing the call to the selected agent comprises routing the call to a single agent of the plurality of selected agents.

Claim 15

Dependent Claim 58 words

The method of claim 12 wherein: the step of generating a call request further comprises prompting the computer user to enter a time to call the computer user; and the step of calling the telephone number in the call request comprises calling the telephone number in the call request at the time to call in the call request.

Claim 16

Independent Claim 142 words

A method for establishing voice communications between a computer user and an agent, the computer user being associated with a user computer, the method comprising: a) establishing a first Web page and a second Web page, the first Web page displaying a “call me” button when the first Web page is accessed by the computer user, the second Web page having a form for entering a telephone number and a time to call a computer user; b) transferring the computer user from the first Web page to the second Web page in response to activation of the “call me” button by the computer user; c) calling the computer user by automatically dialing a telephone number entered on the second Web page at a time to call entered in the second Web page; and d) connecting the called computer user to an agent.

Claim 17

Independent Claim 142 words

A method for establishing voice communications between a computer user and an agent, the computer user being associated with a user computer, the method comprising: a) establishing a first Web page and a second Web page, the first Web page displaying a “call me” button when the first Web page is accessed by the computer user, the second Web page having a form for entering a telephone number and a time to call a computer user; b) transferring the computer user from the first Web page to the second Web page in response to activation of the “call me” button by the computer user; c) calling the computer user by automatically dialing a telephone number entered on the second Web page at a time to call entered in the second Web page; and d) connecting the called computer user to an agent.

Claim 18

Dependent Claim 48 words

The method as recited in claim 15 wherein the step of connecting the called computer user to an agent further comprises the steps of: a) determining the number of the first Web page; and b) routing the voice communication to an agent associated with the first Web page.

Claim 19

Dependent Claim 103 words

The method as recited in claim 15 further comprising: generating a call request including the telephone number and the time to call entered on the second Web page, and a number of the first Web page; and transmitting the call request to a telephone switching system; and wherein the step of connecting called computer user to an agent further comprises: a) selecting an agent having knowledge relating to information on the Web page; b) detecting when the computer user answers the call; and c) routing the call to the selected agent based on the number of the Web page in the call request.

Claim 20

Dependent Claim 46 words

The method as recited in claim 17 wherein the step of selecting an agent comprises selecting a plurality of agents and wherein the step of routing the call to the selected agent comprises routing the call to a single agent of the plurality of selected agents.

Claim 21

Independent Claim 109 words

A system for establishing voice communications between a computer user and an agent, comprising: a) a Web server, connected to a computer network, the Web server configured to display a first Web page having a “call me” button when accessed by the computer user, and to generate a call request upon activation of the “call me” button by the computer user; and b) a call switching system connected to the computer network and to a voice communication path, the call switching system configured to receive call requests from the Web server and to establish voice communication between the computer user and the agent in response to the call request.

Claim 22

Independent Claim 109 words

A system for establishing voice communications between a computer user and an agent, comprising: a) a Web server, connected to a computer network, the Web server configured to display a first Web page having a “call me” button when accessed by the computer user, and to generate a call request upon activation of the “call me” button by the computer user; and b) a call switching system connected to the computer network and to a voice communication path, the call switching system configured to receive call requests from the Web server and to establish voice communication between the computer user and the agent in response to the call request.

Claim 23

Dependent Claim 50 words

The apparatus of claim 19 , wherein the Web server is further configured to display a second Web page when the “call me” button is accessed by the computer user, the second Web page having a form for entering a telephone number and a time to call the computer user.

Claim 24

Dependent Claim 18 words

The apparatus of claim 19 , wherein the call routing system is connected to a plurality of agents.

Claim 25

Dependent Claim 26 words

The apparatus of claim 19 , wherein the call switching system comprises a telephone switching system having a telephone computer connected to an automatic call distributor.

Claim 26

Dependent Claim 13 words

The apparatus of claim 19 , wherein the computer network comprises the Internet.

Claim 27

Independent Claim 114 words

A system for establishing voice communications between a computer user and an agent, comprising: a) a Web server, connected to the Internet, the Web server configured to display a Web page having a “call me” button and to generate a call request upon activation of the “call me” button; and b) a telephone switching system, having 1) a telephone computer connected to the Internet, the telephone computer configured to receive call requests from the Web server and to generate call commands in response to the call requests; and 2) an automatic call distributor, responsive to the call commands generated by the telephone computer, connected to a plurality of agents and to a telephone network.

Claim 28

Independent Claim 114 words

A system for establishing voice communications between a computer user and an agent, comprising: a) a Web server, connected to the Internet, the Web server configured to display a Web page having a “call me” button and to generate a call request upon activation of the “call me” button; and b) a telephone switching system, having 1) a telephone computer connected to the Internet, the telephone computer configured to receive call requests from the Web server and to generate call commands in response to the call requests; and 2) an automatic call distributor, responsive to the call commands generated by the telephone computer, connected to a plurality of agents and to a telephone network.

Claim 29

Dependent Claim 43 words

The apparatus of claim 24 , wherein the automatic call distributor further comprises an automatic dialer responsive to the call commands generated by the telephone computer, and an answer detector responsive to the computer user answering a telephone dialed by the automatic dialer.

Claim 30

Independent Claim 108 words

A system for establishing voice communications between a computer user and an agent, comprising: a) first means, connected to a computer network, for displaying a Web page having a “call me” button and for generating a call request upon activation of the “call me” button; b) second means, connected to the computer network, for receiving call requests from the first means and for generating call commands in response to the call requests; and c) third means, connected to the second means, a voice communication path, and an agent, for routing calls from the voice communication path to the agent in response to call commands from the second means.

Claim 31

Independent Claim 108 words

A system for establishing voice communications between a computer user and an agent, comprising: a) first means, connected to a computer network, for displaying a Web page having a “call me” button and for generating a call request upon activation of the “call me” button; b) second means, connected to the computer network, for receiving call requests from the first means and for generating call commands in response to the call requests; and c) third means, connected to the second means, a voice communication path, and an agent, for routing calls from the voice communication path to the agent in response to call commands from the second means.

Claim 32

Dependent Claim 17 words

The apparatus of claim 26 , wherein the third means is connected to a plurality of agents.

Claim 33

Dependent Claim 21 words

The apparatus of claim 26 , wherein computer network comprises the Internet and the voice communication path comprises a telephone network.

Claim 34

Independent Claim 187 words

A system for establishing voice communications between a computer user and an agent, comprising: a) first means, connected to the Internet, for displaying a Web page having a “call me” button and for generating a call request including the telephone number of the computer user and a number of the Web page upon activation of the “call me” button; b) second means, connected to the Internet, for receiving call requests from the first means and for generating call commands in response to the call requests; and c) third means, connected to the second means, a telephone network, and a plurality of agents, for routing calls from the telephone network to an agent of the plurality of agents in response to call commands from the second means; said third means further comprising: 1) fourth means for calling the telephone number in the call request; 2) fifth means for detecting when the computer user answers the call; 3) sixth means for associating an agent with the Web page; and for routing the call to the associated agent based on the number of the Web page in the call request.

Claim 35

Independent Claim 187 words

A system for establishing voice communications between a computer user and an agent, comprising: a) first means, connected to the Internet, for displaying a Web page having a “call me” button and for generating a call request including the telephone number of the computer user and a number of the Web page upon activation of the “call me” button; b) second means, connected to the Internet, for receiving call requests from the first means and for generating call commands in response to the call requests; and c) third means, connected to the second means, a telephone network, and a plurality of agents, for routing calls from the telephone network to an agent of the plurality of agents in response to call commands from the second means; said third means further comprising: 1) fourth means for calling the telephone number in the call request; 2) fifth means for detecting when the computer user answers the call; 3) sixth means for associating an agent with the Web page; and for routing the call to the associated agent based on the number of the Web page in the call request.

Annuity Stage	Window Opens	Payment Deadline	Surcharge Period Until	Estimated Fee	Status
3.5 Years (Year 4)	2004-08-27	2005-02-26	2005-08-28	$2000.00	Window Closed / Lapsed
7.5 Years (Year 8)	2008-08-27	2009-02-26	2009-08-28	$3760.00	Window Closed / Lapsed
11.5 Years (Year 12)	2012-08-27	2013-02-26	2013-08-28	$7700.00	Window Closed / Lapsed

Method and system for establishing voice communications using a computer network

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