Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center

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.

Dependencies are inferred from the claim text.