System and method for contact information integration with search results

摘要

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.

主权项

1. A system for contact information integration with search results, comprising:
a queue manager stored and operating on a network-attached computer; a plurality of enterprise communications systems, each comprising at least a call status system; and search engine stored and operating on a network-attached computer; wherein, upon receipt of a search query from a user via a network, the search engine submits a request for communications status of a first enterprise to the queue manager; further wherein the queue manager performs the following steps: (a) upon receipt of the request for communications status of the first enterprise from the search engine, obtains from at least one of the enterprise communications systems associated with the first enterprise a status of communications resources comprising at least an estimated wait time; (b) sends a notification to the search engine advising the search engine of the estimated wait time for service; and (c) upon receiving from the search engine a request to generate a callback to the user from the first enterprise of a specific communications type, directing an enterprise communications system of the first 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; (d) sending a notification to the consumer user from whom the request was received advising the consumer user of the estimated wait time for service; (e) providing at least an option to wait for a callback to the consumer user from whom the request was received; (f) receiving a selection from the consumer user from whom the request was received; and (g) directing at least one of the enterprise communications systems to initiate a callback to the consumer user from whom the request was received in response to the selection received from the consumer user; and further wherein at least one of the enterprise communications systems initiates a callback to a consumer user at the direction of the callback cloud.