WO2003055194A3 - Method for identifying users in web call center integration - Google Patents
Method for identifying users in web call center integration Download PDFInfo
- Publication number
- WO2003055194A3 WO2003055194A3 PCT/DE2002/004424 DE0204424W WO03055194A3 WO 2003055194 A3 WO2003055194 A3 WO 2003055194A3 DE 0204424 W DE0204424 W DE 0204424W WO 03055194 A3 WO03055194 A3 WO 03055194A3
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- user
- call center
- computer system
- web site
- identifying users
- Prior art date
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L61/00—Network arrangements, protocols or services for addressing or naming
- H04L61/09—Mapping addresses
- H04L61/10—Mapping addresses of different types
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L61/00—Network arrangements, protocols or services for addressing or naming
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/2866—Architectures; Arrangements
- H04L67/30—Profiles
- H04L67/306—User profiles
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/535—Tracking the activity of the user
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/0024—Services and arrangements where telephone services are combined with data services
- H04M7/003—Click to dial services
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L69/00—Network arrangements, protocols or services independent of the application payload and not provided for in the other groups of this subclass
- H04L69/30—Definitions, standards or architectural aspects of layered protocol stacks
- H04L69/32—Architecture of open systems interconnection [OSI] 7-layer type protocol stacks, e.g. the interfaces between the data link level and the physical level
- H04L69/322—Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions
- H04L69/329—Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions in the application layer [OSI layer 7]
Abstract
Disclosed is a method for transmitting to a computer system of a call center data that has been assigned by a user to a web site stored in a computer system. When calling the web site, a user ID is assigned to the user, a protocol containing the user's requests and user ID (weblog data) is established on the basis of the user ID and is stored in the computer system of the web site. When the call-back function of the web site is activated, or when a call is made using an automatically established personalized telephone number, the user's telephone number, user ID, and weblog data are automatically transmitted to the computer system of the call center.
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
DE10160120A DE10160120A1 (en) | 2001-12-07 | 2001-12-07 | Call centre user identification system construct user profile from web site |
DE10160120.4 | 2001-12-07 |
Publications (2)
Publication Number | Publication Date |
---|---|
WO2003055194A2 WO2003055194A2 (en) | 2003-07-03 |
WO2003055194A3 true WO2003055194A3 (en) | 2003-11-13 |
Family
ID=7708349
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/DE2002/004424 WO2003055194A2 (en) | 2001-12-07 | 2002-12-03 | Method for identifying users in web call center integration |
Country Status (2)
Country | Link |
---|---|
DE (1) | DE10160120A1 (en) |
WO (1) | WO2003055194A2 (en) |
Citations (3)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US6047268A (en) * | 1997-11-04 | 2000-04-04 | A.T.&T. Corporation | Method and apparatus for billing for transactions conducted over the internet |
US6188762B1 (en) * | 1997-12-01 | 2001-02-13 | Stephen Shooster | Web call center/PSTN to TCPIP internet network |
US20010021948A1 (en) * | 1997-08-29 | 2001-09-13 | Khouri Joseph F. | Method and apparatus for processing a telephone call |
-
2001
- 2001-12-07 DE DE10160120A patent/DE10160120A1/en not_active Withdrawn
-
2002
- 2002-12-03 WO PCT/DE2002/004424 patent/WO2003055194A2/en not_active Application Discontinuation
Patent Citations (3)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US20010021948A1 (en) * | 1997-08-29 | 2001-09-13 | Khouri Joseph F. | Method and apparatus for processing a telephone call |
US6047268A (en) * | 1997-11-04 | 2000-04-04 | A.T.&T. Corporation | Method and apparatus for billing for transactions conducted over the internet |
US6188762B1 (en) * | 1997-12-01 | 2001-02-13 | Stephen Shooster | Web call center/PSTN to TCPIP internet network |
Non-Patent Citations (1)
Title |
---|
LAUTENBACHER M E ET AL: "INTELLIGENT INTERNET: VALUE-ADDED SERVICES BY INTERWORKING BETWEEN NETWORK TECHNOLOGIES", ISS '97. WORLD TELECOMMUNICATIONS CONGRESS. (INTERNATIONAL SWITCHING SYMPOSIUM). GLOBAL NETWORK EVOLUTION: CONVERGENCE OR COLLISION? TORONTO, SEPT. 21 - 26, 1997, ISS. WORLD TELECOMMUNICATIONS CONGRESS. (INTERNATIONAL SWITCHING SYMPOSIUM), TORONTO, P, vol. 2, 21 September 1997 (1997-09-21), pages 45 - 51, XP000704454 * |
Also Published As
Publication number | Publication date |
---|---|
DE10160120A1 (en) | 2003-06-26 |
WO2003055194A2 (en) | 2003-07-03 |
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