Apparatus and method for ensuring a real-time connection between users and selected service provider using voice mail
IPC분류정보
국가/구분
United States(US) Patent
등록
국제특허분류(IPC7판)
H04M-015/00
H04M-003/42
출원번호
US-0611050
(2003-07-01)
등록번호
US-7289612
(2007-10-30)
발명자
/ 주소
Lurie,Steven
Faber,Scott
Van der Linden,Sean
출원인 / 주소
UTBK, Inc.
대리인 / 주소
Greenberg Traurig LLP
인용정보
피인용 횟수 :
18인용 특허 :
231
초록▼
A method and apparatus are described for ensuring a real-time connection between users and selected service providers using voice mail. The system enables seekers of a wide array of services to select, contact, converse, and pay for a service provider using a communications device such as the teleph
A method and apparatus are described for ensuring a real-time connection between users and selected service providers using voice mail. The system enables seekers of a wide array of services to select, contact, converse, and pay for a service provider using a communications device such as the telephone. A seeker locates a service provider by providing the name of a profession, which is recognized by the system's software. Once a service provider is selected, the system connects the seeker with the service provider for a live conversation. However, during service provider unavailability, the system enables the seeker to leave a voice mail message for the service provider and reconnects the user and service provider once the message is reviewed by the service provider. The system automatically bills the seeker for the time spent conversing with the service provider and compensates the service provider.
대표청구항▼
What is claimed is: 1. A method comprising: receiving a selection from a user for a selected service provider; initiating a first connection between the user and the selected service provider to establish a real-time communications link; in response to a failure to establish the first connection, r
What is claimed is: 1. A method comprising: receiving a selection from a user for a selected service provider; initiating a first connection between the user and the selected service provider to establish a real-time communications link; in response to a failure to establish the first connection, recording a message from the user to the selected service provider; in response to the service provider reviewing the message, presenting an option to initiate a second connection with the user; initiating a second connection between the selected service provider and the user via the real-time communications link in response to the service provider selecting the option; and collecting a fee for establishing the real-time communications link, including billing the user for establishing the real-time communications link with the selected service provider, and compensating the selected service provider for the live real-time communications link with the user. 2. The method of claim 1, wherein information corresponding to the selected service provider is stored in a service provider database. 3. The method of claim 2, wherein the service provider database stores information corresponding to a plurality of service providers from a wide array of fields of service. 4. The method of claim 1, further comprising: receiving a request from a service provider of a field of service for inclusion in the service provider database; and when the service provider is approved for inclusion in the service provider database, generating a record in the service provider database, the record including provider information contained in the request. 5. The method of claim 4, wherein the provider information includes one or more of a service price, real-time service provider availability, specific expertise of the service provider, languages spoken by the service provider, voice message capability and a quality rating for the service provider. 6. The method of claim 1, wherein the billing the user further comprises: measuring a duration of the real-time communications link between the user and the selected service provider; and calculating a billing amount for the user based on the duration of the real-time communications link and a time-based price charged by the selected service provider. 7. The method of claim 1, wherein the fee is predetermined as a percentage of a billing amount. 8. The method of claim 1, further comprising: if the real-time communications link is not established due to selected service provider unavailability, deducting a predetermined amount from the selected service provider; and if the selected service provider is connected with the user following review of the message, refunding the predetermined amount deducted from the selected service provider. 9. The method of claim 1, wherein the connecting the user with the selected service provider further comprises: placing, by the service provider system, a telephone call to the user via a connection separate from an internet connection between the user and the service provider system; placing, by the service provider system, a telephone call to said service provider; and interfacing the telephone calls to the user and the selected service provider. 10. The method of claim 1, wherein prior to the receiving the selection, the method further comprises: receiving a request from a user for connection to a service provider system via the real-time communications link; establishing a connection between the user and the service provider system in order to provide the user with a live connection with a chosen service provider; providing the user with a list of the wide array of fields of service available from the service provider system; receiving a selected field of service from the user; and providing a list of service providers within the selected field of service, the list indicating individually whether each service provider is currently available to communicate with the user at a time when the user is viewing the list, the list further indicating individually whether a service provider is currently communicating with another user when the user is viewing the list, the list also including a compensation rate for each service provider. 11. The method of claim 1, wherein the recording the message further comprises: re-trying to connect the user with the selected service provider via the real-time communications link a predetermined number of times; prompting the user to record a voice message for the selected service provider; and once the user completes recording of the voice message, notifying the selected service provider of the voice message. 12. A computer readable storage medium including program instruction that directs a computer to perform a method when executed by a processor, the method comprising: receiving a selection from a user for a selected service provider; initiating a first connection between the user and the selected service provider to establish a real-time communications link; in response to a failure to establish the first connection, recording a message from the user to the selected service provider; in response to the service provider reviewing the message, presenting an option to initiate a second connection with the user; initiating a second connection between the selected service provider and the user via the real-time communications link in response to the service provider selecting the option; and collecting a fee for a connection initiation for establishing the real-time communications link, including billing the user for establishing the real-time communications link with the selected service provider, and compensating the selected service provider for the live real-time communications link with the user. 13. The computer readable storage medium of claim 12, wherein information corresponding to the selected service provider is stored in a service provider database. 14. The computer readable storage medium of claim 13, wherein the service provider database stores information corresponding to a plurality of service providers from a wide array of fields of service. 15. The computer readable storage medium of claim 12, the method further comprising: receiving a request from a service provider of a field of service for inclusion in the service provider database; and when the service provider is approved for inclusion in the service provider database, generating a record in the service provider database, the record including provider information contained in the request. 16. The computer readable storage medium of claim 15, wherein the provider information includes one or more of a service price, real-time service provider availability, specific expertise of the service provider, languages spoken by the service provider, voice message capability and a quality rating for the service provider. 17. The computer readable storage medium of claim 12, wherein the billing the user further comprises: measuring a duration of the real-time communications link between the user and the selected service provider; and calculating a billing amount for the user based on the duration of the real-time communications link and a time-based price charged by the selected service provider. 18. The computer readable storage medium of claim 12, wherein the fee is predetermined as a percentage of a billing amount. 19. The computer readable storage medium of claim 12, the method further comprising: if the real-time communications link is not established due to selected service provider unavailability, deducting a predetermined amount from the selected service provider; and if the selected service provider is connected with the user following review of the message, refunding the predetermined amount deducted from the selected service provider. 20. The computer readable storage medium of claim 12, wherein the connecting the user with the selected service provider further comprises: placing, by the service provider system, a telephone call to the user via a connection separate from an internet connection between the user and the service provider system; placing, by the service provider system, a telephone call to said service provider; and interfacing the telephone calls to the user and the selected service provider. 21. The computer readable storage medium of claim 12, wherein prior to the receiving the selection, the method further comprises: receiving a request from a user for connection to a service provider system via the real-time communications link; establishing a connection between the user and the service provider system in order to provide the user with a live connection with a chosen service provider; providing the user with a list of the wide array of fields of service available from the service provider system; receiving a selected field of service from the user; and providing a list of service providers within the selected field of service, the list indicating individually whether each service provider is currently available to communicate with the user at a time when the user is viewing the list, the list further indicating individually whether a service provider is currently communicating with another user when the user is viewing the list, the list also including a compensation rate for each service provider. 22. The computer readable storage medium of claim 12, wherein the recording the message further comprises: re-trying to connect the user with the selected service provider via the real-time communications link a predetermined number of times; prompting the user to record a voice message for the selected service provider; and once the user completes recording of the voice message, notifying the selected service provider of the voice message. 23. A system comprising: a user interface to receive a request from a user for a service provider; a processor to receive, from the user interface, a selection from the user for a selected provider and initiate a connection between the user and the selected service provider to establish a real-time communications link, the processor enabling the user to leave a voice message for the selected service provider in response to a failure to establish the connection, the processor, in response to the service provider reviewing the message, to present an option to initiate a second connection with the user; the processor, in response to the service provider selecting the option, to initiate a second connection between the selected service provider with the user via the real-time communications link; and the processor to collect a fee for establishing the real-time communications link, bill the user for establishing the real-time communications link with the selected service provider, and compensate the selected service provider for the live real-time communications link with the user. 24. The system of claim 23, wherein the user request is a voice request. 25. The system of claim 23, wherein information corresponding to the service provider is stored in a service provider database. 26. The system of claim 23, wherein the user interface provides the user with a list of fields of service providers available, accepts a field of service desired by the user, provides the user with a list of one or more service providers stored in a service provider database which match the field of service desired by the user, and a receives a selection from the user for a selected provider. 27. The system of claim 23, further including a provider interface for receiving a request from a service provider of a field of service for inclusion in the service provider database, and generating a record in the service provider database, the record including provider information contained in the request. 28. The system of claim 27, wherein the provider information includes one or more of a service price, real-time service provider availability, specific expertise of the service provider, languages spoken by the service provider, voice-mail capability and a quality rating for the service provider. 29. The system of claim 23, wherein the real-time communications link further includes a public switched telephone network interface to connect the user to the selected service provider. 30. The system of claim 23, wherein the real-time communications link further includes a wireless communications network interface to connect the user to the selected service provider. 31. The system of claim 23, wherein the real-time communications link further includes a video communications link to connect the user to the selected service provider. 32. The system of claim 23, wherein the fee is predetermined as a percentage of a billing amount. 33. The system of claim 23, wherein the fee is about ten percent of a billing amount. 34. A method comprising: receiving a selection from a user for a selected service provider; initiating a first connection between the user and the selected service provider to establish a real-time communications link; if the real-time communications link is not established due to selected service provider unavailability, deducting a predetermined amount from the selected service provider in further response to a failure to establish the first connection, recording a message from the user to the selected service provider; in response to the service provider reviewing the message, presenting an option to initiate a second connection with the user; initiating the second connection between the selected service provider and the user via the real-time communications link in response to the service provider selecting the option; if the selected service provider is connected with the user following review of the message, refunding the predetermined amount deducted from the selected service provider; and collecting a fee for establishing the real-time communications link. 35. A method comprising: receiving a request from a user for connection to a service provider system; establishing a connection between the user and the service provider system; providing the user with a list of fields of services available from the service provider system; receiving a selected field of service from the user; providing a list of service providers within the selected field of service, the list indicating individually whether each service provider is currently available to communicate with the user at a time when the user is viewing the list, the list further indicating individually whether a service provider is currently communicating with another user when the user is viewing the list, the list also including a compensation rate for each service provider; receiving a selection from a user for a selected service provider; initiating a first connection between the user and the selected service provider to establish a real-time communications link; in response to a failure to establish the first connection, recording a message from the user to the selected service provider; in response to the service provider reviewing the message, presenting an option to initiate a second connection with the user; initiating the second connection between the selected service provider and the user via the real-time communications link in response to the service provider selecting the option; and collecting a fee for establishing the real-time communications link. 36. A computer readable storage medium including program instruction that directs a computer to perform a method when executed by a processor, the method comprising: receiving a selection from a user for a selected service provider; initiating a first connection between the user and the selected service provider to establish a real-time communications link; if the real-time communications link is not established due to selected service provider unavailability, deducting a predetermined amount from the selected service provider in further response to a failure to establish the first connection, recording a message from the user to the selected service provider; in response to the service provider reviewing the message, presenting an option to initiate a second connection with the user; initiating the second connection between the selected service provider and the user via the real-time communications link in response to the service provider selecting the option; if the selected service provider is connected with the user following review of the message, refunding the predetermined amount deducted from the selected service provider; and collecting a fee for establishing the real-time communications link. 37. A computer readable storage medium including program instruction that directs a computer to perform a method when executed by a processor, the method comprising: receiving a request from a user for connection to a service provider system; establishing a connection between the user and the service provider system; providing the user with a list of fields of services available from the service provider system; receiving a selected field of service from the user; providing a list of service providers within the selected field of service, the list indicating individually whether each service provider is currently available to communicate with the user at a time when the user is viewing the list, the list further indicating individually whether a service provider is currently communicating with another user when the user is viewing the list, the list also including a compensation rate for each service provider; receiving a selection from the user for a selected service provider; initiating a first connection between the user and the selected service provider to establish a real-time communications link; in response to a failure to establish the first connection, recording a message from the user to the selected service provider; in response to the service provider reviewing the message, presenting an option to initiate a second connection with the user; initiating the second connection between the selected service provider and the user via the real-time communications link in response to the service provider selecting the option; and collecting a fee for establishing the real-time communications link. 38. A system comprising: a processor to receive, from a user interface, a selection from a user for a selected provider and to initiate a connection between the user and the selected service provider to establish a real-time communications link, the processor to enable a user to leave a voice message for the selected service provider in response to a failure to establish the connection, and the processor to deduct a predetermined amount from the selected service provider if the real-time communications link is not established due to selected service provider unavailability; the processor, in response to the service provider reviewing the message, to present an option to initiate a second connection with the user; the processor, in response to the service provider selecting the option, to initiate the second connection between the selected service provider with the user via the real-time communications link, and refund the predetermined amount deducted from the selected service provider if the selected service provider is connected with the user following review of the message; and a unit to collect a fee for establishing the real-time communications link. 39. A system comprising: a unit to receive a request from a user for connection to a service provider system; a unit to establish a connection between the user and the service provider system to provide the user with a list of fields of services available from the service provider system; a unit to receive a selected field of service from the user; a unit to provide a list of service providers within the selected field of service, the list to indicate individually whether each service provider is currently available to communicate with the user at a time when the user is viewing the list, the list to further indicate individually whether a service provider is currently communicating with another user when the user is viewing the list, the list also to include a compensation rate for each service provider; a unit to receive a selection from a user for a selected service provider; a unit to initiate a first connection between the user and the selected service provider to establish a real-time communications link, and record a message from the user to the selected service provider, in response to a failure to establish the first connection; a unit to present an option to initiate a second connection with the user, in response to the service provider reviewing the message, and to initiate the second connection between the selected service provider and the user via the real-time communications link in response to the service provider selecting the option; and a unit to collect a fee for establishing the real-time communications link.
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Agarwal, Anuj; Ahuja, Nitin; Altberg, Ebbe; Faber, Scott; Halstead, Mark Arthur Buchler; Van Der Linden, Sean, Methods and apparatuses for delivery of advice to mobile/wireless devices.
Shivers, Steve; Parks, Roger; Goris, Mark, Provider relationship management system that facilitates interaction between an individual and organizations.
Kumar, Gopesh, System and method for expert service providers to provide one on one chat advice services through unique empowered independent agents to consumers.
Freeland, Stephen Jason; Khan, Burhan; Seale, Kristine, System and method for scheduling, establishing and maintaining an open communication channel with an advisor.
Altberg, Ebbe; Faber, Scott; Hirson, Ron; Van Der Linden, Sean, Systems and methods to manage a queue of people requesting real time communication connections.
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