Invention Grant
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
- Patent Title: Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center
- Patent Title (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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Application No.: US10829014Application Date: 2004-04-20
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Publication No.: US07668171B2Publication Date: 2010-02-23
- Inventor: Oleg Bondarenko , Yuri Shtivelman
- Applicant: Oleg Bondarenko , Yuri Shtivelman
- Applicant Address: US CA San Francisco
- Assignee: Genesys Telecommunications Laboratories, Inc.
- Current Assignee: Genesys Telecommunications Laboratories, Inc.
- Current Assignee Address: US CA San Francisco
- Agency: Central Coast Patent Agency, Inc.
- Agent Donald R. Boys
- Main IPC: H04L12/28
- IPC: H04L12/28 ; H04L12/56

Abstract:
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.
Public/Granted literature
Information query