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Method and system for coordinating data and voice communications via customer contract channel changing system using voice over IP

DC CAFC
  • US 6,311,231 B1
  • Filed: 01/29/1999
  • Issued: 10/30/2001
  • Est. Priority Date: 09/25/1995
  • Status: Expired due to Term
First Claim
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1. In communications systems comprising a server connected to the Internet-, customer premises equipment in a remote customer premise comprising a customer computer connectable to the Internet and having a customer IP addres, a call center having a plurality of help agent computers connected to the Internet, a method for the customer to obtain help in relation to a WWW page having a URL (universal resource lacator) from the server displayed by the customer computer comprising the steps:

  • a) the customer selecting a remote help option from the page;

    b) the customer computer automatically preparing a help request form comprising the customer IP address;

    c) the system automatically transferring the help request to the call center; and

    d) the call center setting up a virtual audio channel on the Internet between one of said help agent computers and the customer computer using IP based voice communications.

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