Patent Abstract:
Methods and apparatus for providing manned, e.g., live customer support to customers, e.g., people using the Internet to purchase goods and/or services are described. A person viewing a Web Site, e.g., a customer, is presented with a button which provides the opportunity to talk to a customer service representative. Upon activating the button, e.g., by clicking on it, the customer&#39;s computer or other Internet browser device sends a signal, e.g., a call request message, over the Internet indicating that the customer wants to talk with a service representative. The call request message includes the customer&#39;s telephone number and/or IP address. In response to the call request message, calling equipment is used to establish a customer service call between the customer and a customer service representative. The equipment can be owned by the telephone company thereby avoiding the need for E-business companies to make investments in telephone equipment. In addition, a customer service representative can be located either at the E-business site or remotely, e.g., at the customer service representative&#39;s private home or other site, with the representative being called by the conference equipment as required to service a customer. Voice over IP conference equipment may be used instead or in conjunction with telephone conference equipment where one or both of the customer and service representative have voice over IP capability.

Full Description:
RELATED APPLICATIONS 
       [0001]    The present application is a continuation of U.S. patent application Ser. No. 11/141,166, filed on May 31, 2005 and titled “METHODS AND APPARATUS FOR PROVIDING TELEPHONE SUPPORT FOR INTERNET SALES”, which is a continuation of abandoned U.S. patent application Ser. No. 09/596,466, filed on Jun. 19, 2000. Each of the preceding applications are hereby expressly incorporated by reference. 
     
    
     FIELD OF THE INVENTION 
       [0002]    The present invention is directed to communications systems and, more particularly, to methods and apparatus for providing telephone services in response to signals received over the Internet. 
       BACKGROUND OF THE INVENTION 
       [0003]    Electronic commerce is growing at an astonishing rate and is likely to capture an ever growing segment of retail and business sales from conventional stores. 
         [0004]    One particularly attractive feature of Internet commerce is the relatively low entry costs, in terms of physical overhead, associated with starting an E-commerce business. An E-commerce business can be started with little more than a Web server for hosting the business&#39;s Web site, and the staff and accessories needed to ship and bill for products ordered over the Internet. Rent and other business overhead can be minimized by locating the E-commerce business at a relatively remote location where building rents are low while high speed Internet access and shipping services are still accessible. 
         [0005]    Initially, many small E-commerce businesses are started out of peoples homes or existing business sites with a minimal amount of investment in physical hardware. 
         [0006]    From a consumer standpoint, ordering of goods and/or services via the Internet offers many advantages. Often the goods are offered at a lower price than that charged by conventional retailers. In addition, the vast number of businesses which can be accessed via the Internet allows customers the ability to order both common and hard to find goods and services from the convenience of their home. 
         [0007]    Internet orders are usually made via the exchange of electronic information between a customer&#39;s computer and a Web server hosting an E-business Web site to which the order is directed. The order process is normally an automated one which lacks any live human involvement on the part of the E-business retailer. 
         [0008]    Many potential E-business customers find the lack of human involvement on the part of the E-business retailer unsatisfactory. In the case of expensive purchases, customers often seek an oral acknowledgement from a human being that the order was received and is being processed properly. This is often exhibited in the form of a telephone call being placed by the customer to the E-business after an order is made. 
         [0009]    The inability to orally present questions to a sales representative during an E-business transaction is another area which many potential E-business customers find unsatisfactory. In many cases, sales are lost because a customer does not want to present their questions in E-mail form. 
         [0010]    Another complaint with E-commerce is that many businesses which sell over the Internet have poor customer support. In many cases, people complain about being unable to contact service representative to discuss the status of an order or other order related problems. 
         [0011]    Large electronic retailers can make significant investments in telephone equipment such as PBXs which can be used in placing calls to customers and servicing calls received from customers. However, many smaller E-commerce start-up are unwilling or unable to make such investments in telephone equipment. 
         [0012]    The cost associated with PBX and other telephone equipment is one reason Internet businesses have poor telephone support. Another reason is the cost associated with having people available to respond to questions which may be raised 24 hours a day, 7 days a week. 
         [0013]    Often the demand to speak with sales representatives and customer service people will vary during different times of the day. Unfortunately, sales representatives who have to commute to work are often unwilling to work only a few hours a day or with large intervals of unpaid breaks, e.g., several hours, between work periods. Thus, in order to have customer service representatives available to satisfy peak demands often means that service representatives will need to be paid for off-peak periods of time during which they may be idle. 
         [0014]    In view of the above discussion, it is apparent that there is a need to improve the ability of E-commerce customers to interact, e.g., over the telephone, with service representatives. There is also a need for methods of providing Internet businesses the ability to provide telephone support to Internet customers without having to make substantial investments in telephone equipment such as PBXs. It is also desirable that at least some methods reduce or eliminate the need for customer service representatives to commute to a centralized location or office to work. 
       SUMMARY OF THE INVENTION 
       [0015]    The present invention is directed to methods and apparatus which can be used to provide manned, e.g., live telephone based, customer support to customers, e.g., people using the Internet to purchase goods and/or services. 
         [0016]    In accordance with the present invention, a person viewing a Web Site, e.g., a customer, is presented with a button which provides the opportunity to talk to a customer service representative. Upon activating the button, e.g., by clicking on it, the customer&#39;s computer or other Internet browser device sends a signal, e.g., a call request message, over the Internet indicating that the customer wants to talk with a service representative. The call request message normally includes the customer&#39;s telephone number. Optionally, it may also include information on the Web page being viewed by the customer at, and/or shortly prior to, the time the button was activated. The customer&#39;s telephone number may be retrieved from a storage location on the customer&#39;s browser device or supplied by the customer following activation of the button. 
         [0017]    In one embodiment, the call request message is transmitted to an Internet server of the business which displayed the Web page with the activated call request button. 
         [0018]    The business&#39;s Internet server receives the call request message and identifies an available customer service representative who can service the call request. Once a customer service representative is assigned to handle a call request, relevant information is transmitted to a computer used by the identified customer representative via, e.g., the Internet or a local area network (LAN). In addition, a customer service call is initiated between the customer and the identified customer service representative using, e.g., the customer telephone number information included in the call request message or a customer telephone number retrieved from a database. 
         [0019]    The customer service call may be initiated by sending, in the form of a customer service call initiation message, a telephone switch, conference bridge, intelligent peripheral device, AIN circuitry such as an ISCP (integrated service control point) or other telephone equipment with call initiation capability, the telephone number of the customer to be called and the telephone number of the service representative. The customer service call information may be transmitted via the Internet or a LAN to the device which is responsible for establishing the customer service call. In addition to the telephone number information, the customer service call initiating message may include, e.g., a business identifier and/or password. The business identifier is used for billing purposes while the password is used to ensure that the identified business is the party requesting the customer service call. All or portions of the customer service call initiating message may be encrypted. 
         [0020]    In order to use customer representatives&#39; time in an efficient manner, the calling equipment may be programmed to call the customer first. Once the customer answers the phone, an automated message is played to the customer requesting that the customer hold while being connected to a customer service representative. An exemplary message played to the customer may be, e.g., “Please hold while we connect you to a ABC company customer representative.”, where ABC is the name of the company identified in the customer service call initiating message or call request message. While the customer is being played the message, the calling equipment calls the customer service representative and bridges the calls between the sales representative and the customer. In such an embodiment, the customer service representative&#39;s time is not wasted waiting for the customer to answer the phone or on calls which go unanswered by the customer. 
         [0021]    The above discussed technique of establishing a customer service call between a customer viewing a Web site and a customer service representative has several advantages. From a customer&#39;s perspective, it allows a customer to talk with a customer representative without having to place a call often while still viewing the Web page which was responsible for prompting the desire to talk to a customer representative in the first place. From an E-business perspective, it allows for such calls to be placed without having to make an investment in telephone calling equipment such as a PBX, call bridging equipment, conference calling equipment or other expensive telephone equipment. This is because, in accordance with the present invention, such equipment may be owned and located at a telephone company site as opposed to the E-business owner&#39;s site. The above described method also allows for efficient use of customer representatives&#39; time and allows customer representatives to work from home if desired. Since customer representatives can work from home, they may be more willing to work part time, split shifts, or work at unusual hours such as nights, weekends or late evenings since they can do so from the comfort and convenience of their own homes. 
         [0022]    While the methods of the present invention have been discussed above in the case of an embodiment where the call request message is first transmitted to a company&#39;s Internet server, the call request message may be transmitted directly from the customer&#39;s computer to telephone equipment having call initiation and, optionally, call bridging capabilities, e.g., via the Internet. In such an embodiment, the telephone number of the agent to be contacted, or, e.g., an 800 number corresponding to a customer service center, may be incorporated into the customer&#39;s call request message in addition to the customer&#39;s telephone number. This telephone number may be obtained from information included in the Web page which included the button which was responsible for initiating the generation of the call request message. Alternatively, the calling equipment may be responsible for identifying the telephone number of an available customer service representative using a business identifier included in the call request message and any one of a number of known automated call distribution techniques. 
         [0023]    After identifying the telephone number of the service agent to be used in a customer service call, in response to the call request message, the calling equipment establishes a call between the customer and customer service representative, e.g., in the manner discussed above. 
         [0024]    In the above manner, the methods and apparatus of the present invention can be used to facilitate E-business transactions, reduce or eliminate the need for E-businesses to make substantial investments in telephone equipment and, at the same time, provide a customer service representative greater opportunities to work from home. 
         [0025]    The methods of the present invention can be used to provide customer support using voice over IP as opposed to voice over the telephone. In such an embodiment, IP calling equipment is substituted for the described telephone calling equipment. In addition, Internet, e.g., IP, addresses are substituted for telephone numbers. 
         [0026]    Various additional features and advantages of the present invention will be apparent from the detailed description which follows. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0027]      FIG. 1  illustrates a communication system implemented in accordance with an exemplary embodiment of the present invention. 
           [0028]      FIG. 2  illustrates a computer system suitable for use by an E-business customer in the system of  FIG. 1 . 
           [0029]      FIG. 3  illustrates a computer system that may be used as the business Web server of  FIG. 1 . 
           [0030]      FIG. 4  illustrates an exemplary Web page displayed on a display device in accordance with the present invention. 
           [0031]      FIG. 5  is a flow chart illustrating various steps performed by a consumer&#39;s computer system in accordance with the present invention. 
           [0032]      FIG. 6  is a flow chart illustrating various steps performed by a consumer&#39;s Web server in accordance with the present invention. 
           [0033]      FIG. 7  illustrates a first exemplary call request message. 
           [0034]      FIG. 8  illustrates an exemplary customer service call initiation message. 
           [0035]      FIG. 9  illustrates a second exemplary call request message. 
       
    
    
     DETAILED DESCRIPTION 
       [0036]    As discussed above, the present invention is directed to methods and apparatus which can be used to provide live, e.g., telephone based, customer support to customers, e.g., people using the Internet to purchase goods and services. 
         [0037]      FIG. 1  illustrates a communications system implemented in accordance with the present invention. As illustrated, the system  100  includes first through fourth customer premises  22 ,  24 ,  26 ,  28 , a telephone network  71 , business site  50 , a separate computerized sales site  59  and the Internet  30 . The Internet connects the various components together so that messages, data and information can be transmitted between the system components using, e.g., TCP/IP. 
         [0038]    The first customer premise includes a computer system  36  and a telephone  38 . The computer system  36  is coupled to the Internet  30 . While not discussed in detail herein, the telephone network  71  may be used to connect customer premises to the Internet  30 . The telephone  38  is coupled to a telephone switch, e.g., a signal switching point  62 , of the telephone network  71 . 
         [0039]    The computer system  36  may be used by an individual, e.g., a customer, located at the first customer premises  22 , to browse the World Wide Web, e.g., for purposes of shopping on-line. The telephone  38  may be used by the customer to make and receive calls. Assuming that the customer has DSL, ISDN or multiple telephone lines or another connection to the Internet which does not prohibit voice calls over the phone  38  while the computer system  36  is “on-line”, e.g., in active contact with the Internet, the customer may be contacted by a customer service representative via telephone  38  while still on-line using the computer  36 . 
         [0040]    Each of the second, third and fourth subscriber premises  24 ,  26 ,  28  may include a computer  36  and telephone  38 . In such an embodiment, each subscriber premises would be connected to the Internet  30  as well as the telephone network  71 . 
         [0041]    While on-line, the customer may access, view and respond to Web pages presented to the customer from business site  50 . Business site  50  includes a Web server  52  and a plurality of sales positions, e.g., sales positions  1  ( 54 ) through N ( 55 ). Each sales position  54 ,  55  includes a telephone  56 ,  56 ′ and a computer  58 ,  58 ′. The telephone  56 ,  56 ′ is coupled to the telephone network  71  while the computer  58 ,  58 ′ is coupled to the Web business server  52 . A customer representative, e.g., a live human sales representative, can talk with customers via the telephone  56 ,  56 ′ while accessing Web page information, customer information, and/or entering sales order information using the computer  58  or  58 ′. 
         [0042]    The Web Business server  52  performs a variety of functions including Web Page hosting, maintaining of sales information and records, assignment of customer representatives to service particular customers and the generation of customer service call initiation messages. In one embodiment, the server  52  maintains information on customer service representative availability and assigns customer call requests to particular customer service representatives and sales positions, as a function of sales representative&#39;s availability and/or expertise. 
         [0043]    Note that in the  FIG. 1  embodiment, the business site  50  does not include a PBX or other telephone equipment. Since the telephone network and telephone conferencing equipment included therein is used to support customer service calls, the need for a PBX is avoided. However, in some embodiments, it is contemplated that a PBX would be included at the business site, with the telephone network providing call initiation and bridging capability, e.g., for remote customer service representatives such as the one located at remote sales site  59 . 
         [0044]    The remote sales site  59 , like sales positions  1  through N, includes a telephone  56 ″ and computer  58 ″. Sales site  59  may be, e.g., the home of a customer service representative. The computer is coupled to the Web business server via the Internet  30  while the telephone  56 ″ is coupled to the telephone network  71 . Sales information, customer service representative availability information, customer information as well as other business information can be exchanged between the Web business server  52  and the computer  58 ″ via the Internet. Communications between the computer  58 ″ and business Web server  52  may be encrypted for security purposes. Customer service calls including calls initiated in response to a call request message sent to the Web server  52  can be handled from phone  56 ″. Because computer and telephone customer service support can be implemented from any site equipped with a computer and a telephone, the calling techniques of the present invention allow human customer service representatives to work from home if desired. 
         [0045]    The telephone network  71  includes operational switching network (OSN)  74 , a plurality of signal switching points  62 ,  64 ,  66 , a mobile telephone switching office  65 , an antenna  67 , a plurality of signal transfer points (STPs), and an Internet access server  72 . The OSN couples together the Internet access server  72 , and SSPs  62 ,  64 ,  66 . The OSN  74  is a TCP/IP based network which allows telephone switches, the Internet Access server, telephone operator stations, and other telephone network devices to exchange data as well as control and switching information. Accordingly, OSN  74  can be used to transmit control signals used for establishing customer service calls to various components of the telephone network  71 . 
         [0046]    The SSPs  62 ,  64 ,  66  may be implemented using telephone switches with call bridging/conferencing capability, e.g., Class V telephone switches. The signal transfer points  68 ,  70  link the SSPs and MTSO  68  together via signaling and data lines over which information can be communicated between the SSPs in accordance with signaling system seven (SS7). 
         [0047]    In addition to being coupled to the OSN  74  and STPs, the SSP  62 ,  64 ,  66  may also be coupled to the Internet and/or one or more peripheral devices  76 . Such devices are sometimes referred to as intelligent peripherals (IPs) because they perform logic functions in addition to providing conference bridges, speech recognition circuits and other telephone switch peripheral devices. The illustrated IP includes an input/output interface  73  for coupling the IP  76  to the Internet and to the SSP  62 . It also includes calling logic  80  used for establishing customer service calls in response to customer service call request messages and/or customer service call initiation messages received via the Internet  30 . 
         [0048]    The telephone networks Internet access server  72  interfaces between the Internet  30  and the OSN  74 . The Internet Access server  72  provides security, e.g., it serves as a firewall, to insure that unauthorized users are not granted access to the OSN  74  and thereby permitted to control telephone switch operation. Customer service call request messages may be sent via the Internet to the Internet Access server  72 . If the businesses sending the customer service call request message is recognized as a customer service call service subscriber, and the sender&#39;s PIN or password is confirmed, the Internet Access Server will proceed to establish the requested customer service call by passing the necessary customer service call setup instructions and data to one of the telephone switches, e.g., SSPs  62 ,  64 ,  66 , via the OSN  74 . 
         [0049]    Thus, a customer service call may be initiated by sending a message over the Internet to the IP  76  or to the Internet access server. Alternatively, a call conference may be initiated by sending a call request message or a customer service call initiation message directly to a telephone network switch, e.g., SSP  62 , which has an Internet interface. In the case where telephone switches are allowed to receive messages and data directly from the Internet, firewall protection is incorporated into the switch&#39;s Internet interface to reduce the possibility of unauthorized use and/or control of the telephone switch. 
         [0050]      FIG. 2  illustrates an exemplary computer system  36  which may be used by a customer browsing the Internet. The computer system  36  comprises a CPU  212 , modem  214 , NIC  216 , memory  218  and an input/output (I/O) interface  206  which are coupled together by a bus  201 . The I/O interface  206  couples a plurality of input/output devices, including a display  202 , speakers  204 , keyboard  208  and MIC  210 , to the bus  201 . 
         [0051]    The memory  218  includes applications as well as data that may be executed and/or processed by the CPU  212 . In particular, memory  218  includes a web browser  220 , an operating system  222 , a voice over IP routine  232 , and user information  224 . The user information  224  includes a phone number  226  and an IP address  228 , e.g., the phone number and IP address of the customer using the computer system  36 . The computer system  36  may be coupled to the Internet via the modem  214 . Alternatively it may be connected to the Internet through a computer network to which the computer system is coupled via network interface card (NIC)  216 . 
         [0052]    The user of the computer system  36  may supply his or her phone number to the computer system  36  for future use when being contacted, e.g., by a customer service representative, at the time the operating system  222  is installed, when the web browser  220  is installed, or at the time the customer activates a button on a web page requesting that a customer service representative contact them. 
         [0053]      FIG. 3  illustrates a business Web server that may be used as the Web server  52  illustrated in  FIG. 1 . As illustrated, the Web server includes many of the same components as the computer system illustrated in  FIG. 2 . The business Web server includes a bus  201  which couples a CPU  312 , modem  314 , NIC  316 , memory  318  and an input/output (I/O) interface  306  together. The I/O interface  306  couples a plurality of input/output devices, including a display  302 , speakers  304 , and keyboard  308  to the bus  201 . 
         [0054]    The memory  318  includes applications as well as data that may be executed and/or processed by the CPU  312 . In particular, memory  318  includes a web browser  320 , an operating system  322 , a voice over IP routine  332 , order information  321 , customer information  324 , customer service representative information  331 , web page server routine  330 , and an automated call distribution routine  338 . 
         [0055]    A voice over IP routine can be used to communicate and receive voice signals, e.g., to support audio communications over the Internet with a customer. Order information  321  includes information on received orders, e.g., orders for products offered for sale on the business&#39;s web page. Customer information  324  includes customer name and address information and, in some embodiments, phone number  326  and IP address information  328 . The phone number  326  and/or IP address information can be used to contact the customer, e.g., in response to a request to be called by a customer service representative. The stored phone number and IP address information may correspond to information previously obtained from the customer. 
         [0056]    Customer service representative information  331  includes customer representative availability information  337 , customer service representative phone number information  334 , and IP addresses information  336 . The customer representative availability information  337  indicates when a customer service representative is available to handle customer service calls, e.g., is logged onto the representative computer system. This information can be supplemented with information received from the customer service representative&#39;s computer regarding the status of the representative at any given moment in time, e.g., information indicating whether or not the agent is busy servicing a customer. The customer service representative phone number information  334  and IP address information  336  identifies the phone number and IP address of the computer being used by each customer service representative. The customer representative phone number information can be used by the automated call distribution (ACD) routine  338  to formulate customer service call initiation messages in response to call request messages received from customers. 
         [0057]    The automated call distribution routine  338  is responsible for processing received call request messages. When a call request message is received, the ACD routine  338  identifies an available customer service representative, or one that will be available in the near future, using, e.g., the customer service representative availability information  337 . The ACD routine then formulates a customer service call initiation message using the telephone number of the customer to be called and the telephone number of the customer service representative assigned to handle the call. In addition to assigning a customer service representative to handle the call, the ACD routine also forwards to the assigned customer service representative customer information and information about the Web page that was being viewed by the customer at the time the call request was initiated. This information may be transmitted to the assigned customer representative computer over the Internet or a LAN. 
         [0058]      FIG. 4  illustrates an exemplary web page  400  of the present invention being displayed on the display  202  of computer system  36 . The Web page  400  is displayed by the customer&#39;s Web browser  220  after being received over the Internet from the Web server  52 . As illustrated, the page  400  includes a product description/advertisement area  402 , an add to shopping cart button  404 , and a talk to customer service representative button  406 . 
         [0059]    In response to the activation of the talk to customer service representative button  406 , e.g., by double clicking on it, the Web browser generates a call request message. 
         [0060]    The display of Web page  400  occurs as part of the normal operation of a customer&#39;s computer, e.g., while the customer is browsing the Internet.  FIG. 5  is a flow chart  500  illustrating the steps performed by a customer&#39;s computer in accordance with the present invention. 
         [0061]    Computer operation starts in step  502  with the computer being turned on. Operation proceeds to step  504  wherein the computer  36  executes the Web browser application  220 . In step  506  the computer  36  receives web page selection information, e.g., a web site URL, from the customer. This information may be entered, e.g., using keyboard  208 . 
         [0062]    Next, in step  508 , the web page corresponding to the site selected by the customer is retrieved and displayed. In this manner, the Web page  400 , including the “talk to service representative” button may be displayed to a customer. 
         [0063]    In step  510 , activation of the “talk to customer service representative” button  406 , e.g., by the customer clicking on the button, is detected. Next in step  512 , the computer system requests that the customer provide the telephone number at which he/she wishes to be called. In step  512 , the request for the telephone number is skipped if a telephone number has already been stored on the customer&#39;s computer. From step  512  operation proceeds to step  513 . In step  513  a call request message is generated. 
         [0064]    The call request message is generated from information obtained from the Web page as well as information provided by the customer. For example, the call request message may include a Web server address or the address of telephone conference equipment which was obtained from the Web page  400  and, optionally, a business identifier, obtained from the Web page  400 . In addition it may include a customer telephone number and/or customer identifier. In the case where voice over IP is supported IP addresses may be provided in the place of telephone numbers. Call request messages may also include Web page information, information on the time the customer wishes to be contacted and additional information such as a brief note from the customer indicating the purpose or planned subject of the call. 
         [0065]    In accordance with the present invention, the Web page will normally include information identifying the contact address, e.g., the address of a Web server or conference equipment, to be used when sending a call request message. The contents of the call request message may vary depending on whether the message is being sent to a Web server or telephone conference equipment. 
         [0066]      FIG. 7  illustrates an exemplary call request message  700  which is generated when the Web page  400  includes a Web server address as the contact address for call request messages. The exemplary call request message  700  includes a Web server address  702 , customer telephone number  704 , web page information  706 , desired contact time information  708  and additional information, e.g., a brief message from the customer. Customer identification information may also be included in the message  700 . In cases where customer identification information is provided and the Web server has a contact telephone number stored for the customer, the customer telephone number may be omitted from the message. 
         [0067]      FIG. 9  illustrates an exemplary call request message  900  which is generated when the Web page  400  includes a telephone conference equipment address as the contact address for call request messages. As illustrated, the exemplary call request message  900  includes the telephone conference equipment address  902 , a business identifier  904  which is normally obtained from the Web page  400 , web page information  906 , a customer telephone number  908 , customer service representative information  910 , and desired contact time  912 . 
         [0068]    The customer service representative information  910  is an optional service representative identifier which may be obtained from the Web page  400  being viewed at the time the customer activates the call request button. A business can assign different customer service representatives by incorporating different customer service representative information into its different web pages. For example a travel agency may use the customer service representative information to assign a cruise expert to handle calls originating from Web pages advertising cruises and an airline expert to Web pages advertising flights. 
         [0069]    Referring once again to  FIG. 5 , once the call request message has been generated in step  513 , operation proceeds to step  514 . In step  514 , the generated call request message is transmitted via the Internet to the Web server or conference equipment, e.g., telephone or voice over IP conference equipment, to which it is addressed. 
         [0070]    From step  514  operation proceeds to step  516  wherein additional customer input is processed by the computer, e.g., additional web pages are accessed in response to input from the user. Operation stops in step  518 , e.g., when the customer turns off the computer. 
         [0071]    The method of the present invention as applied to a business Web server  52  will now be described with reference to  FIG. 6 . As illustrated in  FIG. 6 , operation of the Web server  52  begins in step  602  with the system being activated. In step  604  the Web server  52  provides an Internet user, e.g., customer, accessing a web site hosted by the Web server, a web page. In step  606 , the Web server  52  detects a call request message from a customer. The received call request message is processed in step  608  with the Web server  52  identifying a customer service representative to service the call request. This may be done using the ACD routine  338 . Once a customer service representative has been identified, e.g., assigned, to service the call request, a customer service call initiation message is generated in step  609 . The customer service call initiation message includes information used by telephone conference equipment, to which the message is directed, to initiate and bill the customer service call. 
         [0072]      FIG. 8  illustrates an exemplary customer service call initiation message  800 . As illustrated, the message  800  includes a telephone conference equipment address  802 , a business identifier  804 , a password  806 , customer telephone number  810 , customer service representative telephone number  812  and desired contact time information  814 . In the case of voice over IP, the customer telephone number  810  and customer service representative telephone number  812  are replaced with Internet, e.g., IP addresses, for the customer and customer service representative, respectively. 
         [0073]    The business identifier  804  identifies the business requesting that the call be initiated. Normally the identified business will be billed for the cost of the customer service call. Password  806  is used to confirm that it is actually the identified business requesting the call and not a computer hacker. The customer telephone number  810  and customer service representative telephone number  812  are the telephone numbers to be used when establishing the customer service call. Desired contact time  814  indicates the desired time of the customer service call. If this field is left blank or omitted, customer service calls are initiated by the calling equipment as soon as possible. 
         [0074]    Referring once again to  FIG. 6 , once the customer service call message is generated, it is transmitted in step  610 , e.g., over the Internet, to calling equipment which is responsible for initiating the customer service call between the customer and customer service representative. 
         [0075]    In step  612 , the Web server  52  supplies customer information, including information on the Web page or pages which were being viewed by the customer, to the customer service representative who was selected to handle the call. The information may be transmitted to the customer service representative&#39;s computer via the Internet or a local area network. Then in step  614 , the Web server receives information from the customer service representative relating to the customer service call. The information may be, e.g., purchase order information, a complaint or some other information. The information is transmitted from the customer service representative computer to the Web server  52  via the Internet or the local area network. 
         [0076]    In step  616 , the information received from the customer service representative is processed by the server  52  prior to Web server operation being stopped in step  618 . 
         [0077]    As discussed above, rather than transmit customer service call request messages to a Web server, they can, and in some embodiments are, transmitted directly to calling equipment. Call request messages of the type illustrated in  FIG. 9  include sufficient information for calling equipment to initiate and bill for a customer service call in accordance with the present invention. 
         [0078]    By having the business Web server receive call request messages instead of the calling equipment, the business using the calling service can have greater control of the assignment of calls to particular service representatives as well as control over which calling equipment, when several calling devices are available, will be used to handle individual calls. 
         [0079]    While the term customer has been used herein to refer to an individual browsing the Internet and seeking to contact a business, it is to be understood that this term is to be interpreted broadly and is not limited to individuals who actually place orders with the business which is contacted. In addition, the term calling equipment is to be interpreted broadly as including IPs, telephone switches, conference bridges, and other devices capable of establishing customer service calls or bridging calls so that two parties may conduct a telephone call over telephone lines or a call using voice over IP. 
         [0080]    Numerous variations on the above described methods and apparatus are possible without departing from the scope of the invention.

Technology Classification (CPC): 7