Apparatus and method for contacting a customer support line on customer's behalf and having a customer support representative contact the customer

Abstract

A method is provided in an application server configured for responding to hypertext transport protocol (HTTP) requests. The method includes storing, in response to a first HTTP request, an XML document that specifies for a user, a call number of a second party. The stored XML document is retrieved based on a second HTTP request by the user. A first HTML document is generated based on the retrieved XML document. The first HTML document has instructions including the call number for accessing the second party. A second HTML document is generated based on a prescribed input received from the second party. The second HTML document has instructions for connecting the second party with the user. Hence, a user may speak with a called party without ever having to remain on hold.

1 . A method in an application server configured for responding to hypertext transport protocol (HTTP) requests, the method comprising: 
 in response to a first HTP request, storing an XML document that specifies a call number of a second party for a user,    retrieving the stored XML document based on a second HTTP request by the user;    based on the retrieved XML document, generating a first hypertext markup language (HTML) document having instructions including the call number for accessing the second party, and    based on a prescribed input received from the second party selectively generating a second HTML document having instructions for connecting the second party with the user.    
   
   
       2 . The method according to  claim 1 , wherein the stored XML document includes a call number of the user and a prompt sequence for accessing the second party, the first HTML document including the prompt sequence and the second HTML document including the call number of the user.  
   
   
       3 . (canceled)  
   
   
       4 . (canceled)  
   
   
       5 . The method according to  claim 1 , wherein the instructions of the first HTML document include recording a voice message indicating to the second party that the user wants to speak with the second party.  
   
   
       6 . A method in an application server for executing a voice application, the method comprising: 
 receiving an HTTP request requesting a voice application from a user, the voice application being specified in an XML document including information for connecting with a call number of the user and with a call number of a second party,    based on the XML document, generating a first hypertext markup language (HTML) document having instructions including the call number for accessing the second party, and    based on a prescribed input received from the second party selectively generating a second HTML document having instructions for connecting the second party with the user.    
   
   
       7 . The method according to  claim 6 , wherein the XML document includes a prompt sequence for accessing the second party, the first HTML document including the prompt sequence.  
   
   
       8 . (canceled)  
   
   
       9 . (canceled)  
   
   
       10 . The method according to  claim 6 , wherein the instructions of the first HTML document include recording a voice message indicating to the second party that the user wants to speak with the second party.  
   
   
       11 . An application server configured for developing an executable voice application, the application server including: 
 an application runtime environment configured for generating a first hypertext markup language (HTML) document based on an XML document, the first HTML document having instructions including a call number for accessing a second party, and the application runtime environment generating a second HTML document based on a prescribed input received from the second party, the second HTML document having instructions for connecting the second party with a user, and    a storage medium configured for storing the XML document.    
   
   
       12 . The application server according to  claim 11 , wherein the application runtime environment inserts an application parameter into an XML page prior to generating the HTML document.  
   
   
       13 . The application server according to  claim 11 , wherein the application runtime environment sends the first HTML document specifying a blank form for creation of the XML document in response to an initial HTTP request specifying creation of the XML document.  
   
   
       14 . (canceled)  
   
   
       15 . (canceled)  
   
   
       16 . An application server for executing a voice application, the application server comprising: 
 in response to a first HTTP request means for storing an XML document that specifies a call number of a second party for a user,    based on the XML document, means for generating a first hypertext markup language (HTML) document having instructions including the call number for accessing the second party, and    based on a prescribed input received from the second party, means for selectively generating a second HTML document having instructions for connecting the second party with the user.