System and method for contact information integration with search results
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.
1. A system for search-driven callback management, comprising:
a queue manager stored and operating on a network-attached computer;
a communications system, comprising at least a call status system; and
an independent search engine;
wherein a request from the independent search engine for a status of the communications system is received by the queue manager;
wherein upon receipt of the request for communications status of the communications system from the independent search engine, the queue manager obtains a status of communications resources comprising virtual queue information including at least an estimated wait time;
wherein the queue manager sends a notification to the independent search engine advising the search engine of the virtual queue information;
wherein the independent search engine provides a user with search results including the virtual queue information embedded therein;
wherein upon receiving from the independent search engine a request to generate a callback of a specific communications type to the user, the queue manager directs the communications system to initiate a callback of the specific communications type to the user.
2. A method for search-driven callback management, the method comprising the steps of:
(a) receiving, at a queue manager stored and operating on a network-attached computer, a request from an independent search engine for a status of a communications system comprising at least a call status system;
(b) obtaining, from the communications system, a status of communications resources comprising virtual queue information including at least an estimated wait time;
(c) sending a notification to the independent search engine advising the search engine of the virtual queue information;
(d) through the independent search engine, providing a user with search results including the virtual queue information embedded therein;
(e) receiving from the search engine a request to generate a callback of a specific communications type to the user; and
(f) directing the communications system to initiate a callback of the specific communications type to the user.