WO2003055194A3 - Method for identifying users in web call center integration - Google Patents

Method for identifying users in web call center integration Download PDF

Info

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
Application number
PCT/DE2002/004424
Other languages
German (de)
French (fr)
Other versions
WO2003055194A2 (en
Inventor
Michael Haft
Reimar Hofmann
Original Assignee
Siemens Ag
Michael Haft
Reimar Hofmann
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Siemens Ag, Michael Haft, Reimar Hofmann filed Critical Siemens Ag
Publication of WO2003055194A2 publication Critical patent/WO2003055194A2/en
Publication of WO2003055194A3 publication Critical patent/WO2003055194A3/en

Links

Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L61/00Network arrangements, protocols or services for addressing or naming
    • H04L61/09Mapping addresses
    • H04L61/10Mapping addresses of different types
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L61/00Network arrangements, protocols or services for addressing or naming
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00Network arrangements or protocols for supporting network services or applications
    • H04L67/2866Architectures; Arrangements
    • H04L67/30Profiles
    • H04L67/306User profiles
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00Network arrangements or protocols for supporting network services or applications
    • H04L67/50Network services
    • H04L67/535Tracking the activity of the user
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183Call or contact centers with computer-telephony arrangements
    • H04M3/5191Call or contact centers with computer-telephony arrangements interacting with the Internet
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M7/00Arrangements for interconnection between switching centres
    • H04M7/0024Services and arrangements where telephone services are combined with data services
    • H04M7/003Click to dial services
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L69/00Network arrangements, protocols or services independent of the application payload and not provided for in the other groups of this subclass
    • H04L69/30Definitions, standards or architectural aspects of layered protocol stacks
    • H04L69/32Architecture of open systems interconnection [OSI] 7-layer type protocol stacks, e.g. the interfaces between the data link level and the physical level
    • H04L69/322Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions
    • H04L69/329Intralayer 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.
PCT/DE2002/004424 2001-12-07 2002-12-03 Method for identifying users in web call center integration WO2003055194A2 (en)

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)

* Cited by examiner, † Cited by third party
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

Patent Citations (3)

* Cited by examiner, † Cited by third party
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)

* Cited by examiner, † Cited by third party
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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