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Method and system for establishing voice communications using a computer network
| Details |
Inventors: Dezonno, Anthony J.; Quayle, William R.;
Assignee: Rockwell Electronic Commerce Technologies, LLC (Wood Dale, IL)
Primary Examiner: Tsang; Fan
Assistant Examiner: Anwah; Olisa
Attorney, Agent or Firm: Welsh & Katz, Ltd.
A method and system (100) establishes voice communications between a computer operator (102) and an agent (104) of a business over a computer network, such as the Internet (108). Using an operator computer (106), the computer operator (102) views advertisements of the business' products or services on the Internet (108) via customized home pages (200). When the operator (102) wishes to order a product or ask additional questions about a product, the operator (102) activates a "call me" button (210). A return call screen (300) is then presented to the operator (102) with areas to insert a name (302), a telephone number (304) and a time to call (306). This information is packetized in a call request which is transmitted over the Internet (108) to a telephone switching system (112) associated with the business. The telephone switching system (112) subsequently dials the telephone number (304) at the time to call (306). When the operator (102) answers an operator telephone (120), the telephone switching system (112) connects the operator (102) with the agent (104) via an agent telephone (118). The telephone switching system (112) may be comprised of a telephone computer (114) and an automatic call distributor (116). |
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DETAILED DESCRIPTION This need is met by the method and system of the present invention for establishing voice communications between a computer user and an agent wherein the computer user sends a call request over a computer network, such as the Internet, to a telephone switching network associated with the agent.
The call request preferably includes a name of the computer user, a telephone number of a telephone associated with the computer user and a time to call.
The telephone switching network detects the information contained in the call request and dials the computer user telephone at the designated time to call.
When the computer user answers the computer user telephone, the telephone switching system connects an agent telephone associated with the agent to the computer user telephone.
In accordance with one aspect of the present invention, a method for establishing voice communications between a computer user which is associated with a computer and a telephone and an agent is provided.
The method comprises the steps of: entering a call request by the computer user in the computer for the agent to call the computer user; transmitting the call request from the computer over a computer network to a telephone switching system; and establishing voice communications between the agent and the computer user through the telephone switching system.
In accordance with another aspect of the present invention, a communications system for establishing voice communications between a computer user and an agent is provided.
The computer user being associated with a computer user telephone and entering a call request into a computer.
The communications system comprises an agent telephone associated with the agent and telephone switching system for receiving the call request from the computer, for dialing the computer user telephone and for interconnecting the agent telephone and the computer user telephone.
Preferably, the telephone switching system comprises a telephone computer for receiving the call request from the computer
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