Interactive content for click-to-call calls
In a click-to-call (C2C) communication environment, a web client of a computing terminal is configured to initiate a C2C call when a user selects a call tag provided in a web page being presented to the user. The call is intended to be established between a remote endpoint associated with the call tag and one of either the computing terminal or another terminal associated with the user. If the C2C call is directed to an automated system and placed in a queue or on hold, the present invention allows supplemental content intended for the user to be delivered to the web client from which the C2C call was initiated. The web client may present the supplemental content to the user.
1. A method of delivering supplemental content to a user in association with a click-to-call call, the method comprising:
receiving a request to initiate a click-to-call call with a remote endpoint;
placing the click-to-call call in a queue;
delivering, outside of a bearer path for the click-to-call call, supplemental content to a device associated with the user.
2. The method of claim 1 , wherein the request to initiate a click-to-call call comprises user indicia.
3. The method of claim 2 , wherein the user indicia comprises context information.
4. The method of claim 2 , comprising selecting the supplemental content based, at least in part, on the user indicia before delivering the supplemental content.
5. The method of claim 1 , wherein the supplemental content is at least one of call progress information, advertising, a modified web page, a modified pop-up window, video on hold content, streaming media and interactive content.
6. The method of claim 1 , wherein the click-to-call call is a call to a call center, further comprising:
querying a queue manager to determine an estimated time before an agent is available; and
determining supplemental content to be delivered based, at least in part, on the estimated time.
7. The method of claim 6 , wherein the supplemental content comprises the estimated time.
8. The method of claim 1 , wherein delivering supplemental content comprises sending to a web server instructions for supplying supplemental content to the device associated with the user in association with the click-to-call.
9. The method of claim 8 , wherein the instructions to the web server identify the supplemental content to be supplied.
10. The method of claim 8 , wherein the instructions to the web server contain supplemental content.
11. The method of claim 1 , wherein the supplemental content is delivered before the bearer path is established.
12. The method of claim 11 , comprising delivering further supplemental content after the bearer path is established.
13. The method of claim 1 , comprising dynamically updating the supplemental content.
14. The method of claim 1 , comprising delivering the dynamically updated supplemental content.
15. A system for effecting delivery of supplemental content to a user in association with a click-to-call call, the system comprising:
at least one communication interface; and
a control system connected to the at least one communication interface and configured to:
receive a request to initiate a click-to-call call with a remote endpoint;
place the click-to-call call in a queue;
effect delivery, outside of a bearer path for the click-to-call call, of supplemental content to a device associated with the user.
16. The system of claim 15 , wherein the request to initiate a click-to-call call comprises user indicia.
17. The system of claim 16 , wherein the user indicia comprises context information.
18. The system of claim 16 , wherein the control system is configured to select the supplemental content based, at least in part, on the user indicia before delivering the supplemental content.
19. The system of claim 15 , wherein the supplemental content is at least one of call progress information, advertising, a modified web page, a modified pop-up window, video on hold content, streaming media and interactive content.
20. The system of claim 15 , wherein the click-to-call call is a call to a call center, wherein the control system is further configured to:
query a queue manager to determine an estimated time before an agent is available; and
determine supplemental content to be delivered based, at least in part, on the estimated time.
21. The system of claim 20 , wherein the supplemental content comprises the estimated time.
22. The system of claim 15 , wherein the control system is configured to effect delivery of supplemental content by sending to a web server instructions for supplying supplemental content to the device associated with the user in association with the click-to-call call.
23. The system of claim 22 , wherein the instructions to the web server identify the supplemental content to be supplied.
24. The system of claim 22 , wherein the instructions to the web server contain supplemental content.
25. The system of claim 15 , wherein the control system is configured to effect delivery of the supplemental content before the bearer path is established.
26. The system of claim 25 , wherein the control system is configured to effect delivery of further supplemental content after the bearer path is established.
27. The system of claim 15 , wherein the control system is configured to dynamically update the supplemental content.
28. The system of claim 15 , wherein the control system is configured to effect delivery of the dynamically updated supplemental content.
29. The system of claim 15 , further comprising a call server connected to the controller via the at least one communication interface, the call server being configured to set up the click-to-call call.
30. The system of claim 15 , further comprising a queue manager connected to the control system via the at least one communication interface, the queue manager being configured to queue click-to-call calls awaiting available agents.
31. The system of claim 15 , further comprising at least one web server connected to the control system via the at least one communication interface, the web server being configured to:
receive from the control system instructions for supplying supplemental content to devices associated with users in association with click-to-call calls; and
responsive to the instructions, effect delivery of the supplemental content to the devices associated with the users outside of bearer paths associated with the click-to-call calls.