发明授权
US07668171B2 Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center
有权
用于向通信中心提供用于基于数据网络的查询的估计的响应等待时间显示的方法和装置
- 专利标题： Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center
- 专利标题（中）： 用于向通信中心提供用于基于数据网络的查询的估计的响应等待时间显示的方法和装置
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申请号： US10829014申请日： 2004-04-20
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公开(公告)号： US07668171B2公开(公告)日： 2010-02-23
- 发明人: Oleg Bondarenko , Yuri Shtivelman
- 申请人： Oleg Bondarenko , Yuri Shtivelman
- 申请人地址： US CA San Francisco
- 专利权人： Genesys Telecommunications Laboratories, Inc.
- 当前专利权人： Genesys Telecommunications Laboratories, Inc.
- 当前专利权人地址： US CA San Francisco
- 代理机构： Central Coast Patent Agency, Inc.
- 代理商 Donald R. Boys
- 主分类号： H04L12/28
- IPC分类号： H04L12/28 ; H04L12/56
摘要：
An Estimated Wait Time (EWT) service for a Web page provider has an internet-connected facility for monitoring communication status with a communication center having communication equipment hosting agents of the web page provider, and an interactive link in a web page hosted by the Web page provider. The interactive link is presented to a user accessing the Web page, and when selected, connects the user to the facility for monitoring communication status. In a preferred embodiment the facility provides a Web page display for the user, displaying parameters regarding the communication status, such as estimated wait time (EWT). In some cases there are options in a user interface for placing an Internet Phone (IP) call, for sending a message, and e-mail, and so forth, or for requesting a call back. In the case of a cal back the user may, in some embodiments, provide alternative numbers or addresses and times for call back.
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