Patent ID: 7206402
Filing Date: 2007-04-17
Classification: H04M

Abstract:
1. A call service system comprising: at least one client terminal through which a user can make an inquiry, said client terminal being a computer which can access homepages or send or receive emails; at least one first-line operator terminal through which a first operator receives the inquiry from the user and answers the inquiry; at least one second-line operator terminal through which a second operator receives the inquiry from the user via the first-line operator terminal and answers the inquiry, when the first operator fails to solve a problem relating to the inquiry and requires an expert's help; a server connected with said client terminal and said operator terminal; said client terminal including, a graphical user interface which allows the user to select a communication media to be used when receiving the answer from the operator and to input contents of the inquiry and information related to the user, the user's selection being made between at least two available communication media choices comprising a telephone and an email; and a transmission unit which transmits the information related to the communication media selected by the user, the contents of the inquiry, and the information related to the user to said server, wherein said first-line operator terminal is configured to display a first screen for displaying information related to the user, and a second screen for displaying the problem, said second-line operator terminal is configured to display the first screen and the second screen when the problem is escalated to the second-line operator terminal and is configured to allow the second operator to input an answer to the problem, and said server includes, a queue-managing unit which queue-manages inquiries in which the user has either selected a telephone call or an e-mail as the communication media for receiving the answer; and a processing unit which successively processes the inquiries in a queue for said first-line operator terminal such that said first-line operator terminal communicates with the client terminal using the communication media selected when answering the inquiry.