US 9,805,129 B2Granted

System and method for contact information integration with search results

AssigneeVirtual Hold Technology, LLC

InventorMark J Williams

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Abstract

A system for contact information integration with search results, comprising a queue manager; an enterprise communications system; and a search engine. Upon receipt of search query from a user, the search engine submits a request to the queue manager. The queue manager: obtains from the enterprise communications system a communications status comprising an estimated wait time; sends a notification to the search engine advising the search engine of the estimated wait time for service; and upon receiving from the search engine a request to generate a callback to the user from the enterprise of a specific communications type, directing an enterprise communications system of the enterprise that is associated with the specific communications type to initiate a callback to the user from whom the search engine query was received in response to the callback request received from the search engine.

Claims2

Dependent claims

A system for search-driven callback management, comprising:

a queue manager stored and operating on a network-attached computer;
and
an enterprise communications system, comprising at least a call status system;
and
wherein a request from a search engine for a status of the enterprise communications system is received by the queue manager;
further wherein the queue manager performs the following steps:
(a) upon receipt of the request for communications status of the enterprise communications system from the search engine, obtains a status of communications resources comprising at least an estimated wait time;
(b) sends a notification to the search engine advising the search engine of the estimated wait time;
and
(c) upon receiving from the search engine a request to generate a callback of a specific communications type to a user, directing the enterprise communications system to initiate a callback of the specific communications type to the user;
(d) sending a notification to the user for whom the callback request was received advising the user of the estimated wait time for service;
(e) providing at least an option for the user to wait for a callback;
(f) receiving a selection from the user;
and
(g) directing the enterprise communications system to initiate a callback to the user in response to the selection received from the user.

12 more elements

Dependencies are inferred from the claim text.

Facts

Application: 15/169,681Filed 31 May 2016 · continuation
Priority: 28 Jan 2009
Published: US 2016/0275198 A122 Sep 2016
Granted: 31 Oct 2017
Term ends: Not estimatedThe source records don’t support an estimate.

Classification12 codes

G06F 16/9538
Querying, e.g. by the use of web search engines: presentation of query results
G06F 16/24575
With adaptation to user needs: using context
G06F 16/9535
Querying, e.g. by the use of web search engines: search customisation based on user profiles and personalisation
G06F 16/9537
Querying, e.g. by the use of web search engines: spatial or temporal dependent retrieval, e.g. spatiotemporal queries

Family

Application12/320,517Parent of this continuation-in-part · filed 28 Jan 2009
Application13/446,758Parent of this continuation-in-part · filed 13 Apr 2012
Application13/479,870Parent of this continuation-in-part · filed 24 May 2012
Application13/659,902Parent of this continuation-in-part · filed 24 Oct 2012
Application13/843,688Parent of this continuation · filed 15 Mar 2013
Application14/073,764Parent of this continuation · filed 6 Nov 2013
US 2016/0275198 A1Pre-grant publication · published 22 Sep 2016
US 9,355,183 B2Parent of this continuation
US 8,938,221 B2Parent of this continuation-in-part
Application13/843,688Parent of this continuation-in-part
US 8,792,866 B2Parent of this continuation-in-part
US 8,213,911 B2Parent of this continuation-in-part
US 8,355,183 B2Parent of this continuation
US 9,055,149 B2Parent of this continuation-in-part
US 2010/0190477 A1Published application
US 2012/0196578 A1Published application
US 2012/0295596 A1Published application
US 2013/0054684 A1Published application
US 2014/0067788 A1Published application
US 9,805,129 B2This patent

From the US filing history. Foreign family members aren’t listed.