Patent ID: 6311231
Filing Date: 2001-10-30
Classification: G06F,H04L,H04M,H04Q

Abstract:
In communications systems comprising a server connected to the Internet-, customer premises equipment in a remote customer premise comprising a customer computer connectable to the Internet and having a customer IP addres, a call center having a plurality of help agent computers connected to the Internet, a method for the customer to obtain help in relation to a WWW page having a URL (universal resource lacator) from the server displayed by the customer computer comprising the steps:a) the customer selecting a remote help option from the page;b) the customer computer automatically preparing a help request form comprising the customer IP address;c) the system automatically transferring the help request to the call center; andd) the call center setting up a virtual audio channel on the Internet between one of said help agent computers and the customer computer using IP based voice communications.