Remote expert screen pop via data message
A method and apparatus are provided that allows an agent of an organization to display client information on a computer of a consultant. The method includes the steps of the agent receiving a call from a client of the organization along with information about the client from a host of the organization and selecting the consultant for a communication session between the agent and consultant. The method also includes the step of the host sending the client information to an Internet address of the consultant within a data message that is sent through a communication channel that is different than a channel of the communication session.
1 . A method that allows an agent of an organization to display client information on a computer of a consultant comprising:
the agent receiving a call from a client of the organization along with information about the client from a host of the organization;
the agent selecting the consultant for a communication session between the agent and consultant; and
the host sending the client information to an Internet address of the consultant within a data message that is sent through a communication channel that is different than a channel of the communication session.
2 . The method of displaying information as in claim 1 further comprising the agent selecting the channel for the communication session.
3 . The method of displaying information as in claim 1 further comprising displaying the client information on the computer of the consultant.
4 . The method of displaying information as in claim 1 further comprising selecting the consultant from a plurality of consultants.
5 . The method of displaying information as in claim 4 wherein the step of selecting the consultant further comprises selecting the consultant from a list displayed on a terminal of the agent.
6 . The method of displaying information as in claim 4 wherein the step of selecting the consultant further comprises entering a communication system identifier of the consultant.
7 . The method of displaying information as in claim 4 wherein the step of detecting the Internet address of the consultant further comprises searching a consultant list using an identifier of the selected consultant.
8 . The method of displaying information as in claim 1 further comprising selecting a voice channel as the communication channel.
9 . The method of displaying information as in claim 8 wherein the step of selecting a voice channel further comprising routing the communication channel at least partially through the public switch telephone network.
10 . The method of displaying information as in claim 1 wherein the data message further comprises chat.
11 . The method of displaying information as in claim 1 wherein the data message further comprises e-mail.
12 . An apparatus for allowing an agent of an organization to display client information on a computer of a consultant comprising:
means for receiving a call by the agent from a client of the organization along with information about the client from a host of the organization;
means for selecting the consultant for a communication session between the agent and consultant; and
means within the host for sending the client information to an Internet address of the consultant within a data message that is sent through a communication channel that is different than a channel of the communication session.
13 . The apparatus for displaying information as in claim 12 further comprising means used by the agent for selecting the channel for the communication session.
14 . The apparatus for displaying information as in claim 12 further comprising means for displaying the client information on the computer of the consultant.
15 . The apparatus for displaying information as in claim 12 further comprising means for selecting the consultant from a plurality of consultants.
16 . The apparatus for displaying information as in claim 15 wherein the means for selecting the consultant further comprises means for selecting the consultant from a list displayed on a terminal of the agent.
17 . The apparatus for displaying information as in claim 15 wherein the means for selecting the consultant further comprises means for entering a communication system identifier of the consultant.
18 . The apparatus for displaying information as in claim 15 wherein the means for detecting the Internet address of the consultant further comprises means for searching a consultant list using an identifier of the selected consultant.
19 . The apparatus for displaying information as in claim 12 further comprising means for selecting a voice channel as the communication channel.
20 . The apparatus for displaying information as in claim 19 wherein the means for selecting a voice channel further comprising means for routing the communication channel at least partially through the public switch telephone network.
21 . The apparatus for displaying information as in claim 12 wherein the data message further comprises chat.
22 . The apparatus for displaying information as in claim 12 wherein the data message further comprises e-mail.
23 . An apparatus for allowing an agent of an organization to display client information on a computer of a consultant comprising:
a work station of the agent that receives a call by the agent from a client of the organization along with information about the client from a host of the organization;
a selection screen on a display of the agent that allows the agent to select the consultant for a communication session between the agent and consultant; and
a communication processor within the host that sends the client information to an Internet address of the consultant within a data message that is sent through a communication channel that is different than a channel of the communication session.
24 . The apparatus for displaying information as in claim 23 further comprising an expert selection screen for selecting the consultant from a plurality of consultants.
25 . The apparatus for displaying information as in claim 23 wherein the data message further comprises chat.
26 . The apparatus for displaying information as in claim 23 wherein the data message further comprises e-mail.