KR20020044077A - Web agent center and method for operating the same - Google Patents

Abstract

PURPOSE: A web agent center and an operation method for the same are provided to offer an information providing service in real time by using an H.225 and H.223 protocol on a web. CONSTITUTION: The web agent center(200) comprises a customer browser(201), a web server(202) an ICD(Intelligent Call Distribution) daemon(203), an ICD server(204), an on-site agent browser(205), a remote agent browser(206), a customer telephone(207) and a gateway(208). The web agent includes a customer's VoIP(Voice of Internet Protocol) client application(201a) and an agent's VoIP client application(205a,206a). The customer connects to the web agent center that is the ICD daemon, by using the customer's VoIP client application. The agent connects to the web agent center by using the agent's VoIP client application. The ICD daemon transfers a request to the ICD server after receiving a connection request from the agent or customer. The ICD server includes a queuing server(210) and a call matching rule DB(212).

Description

WEB AGENT CENTER AND METHOD FOR OPERATING THE SAME}

Copyright Notice

Portions of this specification are copyright protected. The copyright owner has no objection to the patent document or the copy transfer of the present specification in the form of a patent file or document of the Patent Office by another person, but holds all copyrights to the other file or document.

Mutual Reference to Attachments on Compact Discs

Attachments included in the submitting compact disc are hereby incorporated by reference throughout. Compact discs include About.ccp, Agent.cpp, AgentDlg.cpp, BitmapBtn.cpp, BitmapSlider.cpp, ChatDlg.cpp, ChildSock.cpp, ClientConfig.cpp, ClientSock.cpp, ColorStaticST.cpp, Comunicate.cpp, DeleteData. cpp, DialogThread.cpp, DlgConnect.cpp, DlgConnect1.cpp, FlatEdit.cpp, Font.cpp, HoverButton.cpp, ICCClient.cpp, ICCClientDlg.cpp, ICCCounselor.cpp, ICCCounselorDlg.cpp, ICCDaemon.cpp, ICCDaemonDlg.cpp IniFile.cpp, LinkButton.cpp, ListenSock.cpp, MfcEndPoint.cpp, MMTimers.cpp, Modaless.cpp, Modaless1.cpp, ModalessDlg.cpp, MsgBox.cpp, NetPhone.cpp, NetPhoneCtl.cpp, NetPhonePpg.cpp, NewNameCard. cpp, oleobject.cpp, oleobjects.cpp, Picture.cpp, Protocol.cpp, Queue.cpp, Richtext.cpp, SearchData.cpp, SkinButton.cpp, SkinSlider.cpp, StdAfx.cpp, TranStatic.cpp, TranStatic1.cpp, URLEscort.cpp and Writeavi.cpp are included.

The present invention relates to an agent center and a method for connecting a customer to a market agent, and more particularly, to a web agent center and a method of operating the web agent center.

Call centers are telephone systems used for customer service. Through the call center, customers can communicate with the agent using a key-phone or computer. The call center allows customers to access the information they need, such as customer support, marketing information, or customer databases.

1 illustrates a conventional call center 100. Call center 100 is a private branch exchange (PBX) / web server (2), a telephony gatekeeper (4) connected to the PBX / web server (2), a call center agent (6), telephony It includes a local area network (LAN) 8 connected between the gatekeeper 4 and the call center agent 6. The customer 10 can connect to the PBX / web server 2 via a Public Switched Telephone Network (PSTN) 12 or an Internet system 14. Once the customer 10 connects to the PBX / web server 2, the telephony gatekeeper 4 uses the recorded voice message or other voice message to place the customer's call among the call center agents 6 Provides the customer 10 with options that can be connected to one. If the customer is connected to a call center agent, the customer speaks with the call center agent. If the customer wants to talk to a particular agent who is already on call with another customer, the call center agent sends a busy signal to the customer. In addition, the customer must wait when all customer service agents are busy.

The conventional call center 100 has some disadvantages that are not effective for marketing and providing information. The first disadvantage is that the means of communication between the customer 10 and the call center agent 6 is limited to voice only. Therefore, the amount of information and the type of information that can be transmitted between the customer 10 and the call center agent 6 is limited. The second disadvantage is that a large number of call center agents 6 are needed to effectively provide the service. The construction of a PBX / web server 2 and a telephony gatekeeper 4 for a large number of call center agents 6 is expensive. A third disadvantage is that one customer cannot talk to multiple call center agents at the same time. If the customer wants to talk to another call center agent, he or she must make another connection to the PBX / web server.

The present invention is characterized by providing a web counselor center capable of performing an information providing service in real time using the H.225 and H.223 protocols on the web. According to an embodiment of the present invention, the web counselor center may be employed to provide real-time telephone consultation through an internet shopping mall or a predetermined web site.

In one embodiment, the counselor working in the shopping mall may be an on-site counselor or a home counselor. The counselor may register with TCP / IP of the shopping mall web counselor center and request a connection with the shopping mall. In the registration application, the agent uses a voice of internet protocol (VoIP) client application of an agent connected to an agent page provided by a shopping mall web server.

A customer who wants to receive a service from a shopping mall may request a connection to a web counselor center using a customer's VoIP client application connected to a customer page provided by the shopping mall web server. This registers the customer's TCP / IP with the web agent. The Intelligent CallDistribution (ICD) daemon of the Web Agent Center receives TCP / IP registration requests from agents and customers. The agent's request and the customer's request are irrelevant until the agent and the customer are connected.

After receiving the request of the agent and the customer, the ICD daemon registers a queue of ICD servers in the web agent center through a predetermined pipe. The connection request of the customer is registered in the queue of the customer in the ICD server, and the connection request of the agent is registered in the queue of the agent in the ICD server. The order in the customer queue is determined by combining the customer's mileage and the customer's waiting time after the customer requests a connection. The order in the counselor queue is determined based on the wait time of the counselor after the counselor requests a connection. The ICD server can provide information on the order in the counselor and customer queues to the web browser of the agent and the customer, respectively.

Once a suitable agent-to-customer connection condition is found, the ICD daemon establishes a call between the agent and the customer through each customer's application and the agent's application according to the priority in the ICD queue. In establishing these calls, the ICD daemon can use the H.225 protocol.

When the call setup is completed, the connection request of the customer and the agent is removed from the queue of the customer and the agent and the customer and the agent communicate. In communication, the H.323 protocol is used to send and receive voice and video information in real time. The customer may send information such as the personal information of the customer and the URL of the product selected by the customer to the agent's browser. On the other hand, the counselor may transmit the name and picture of the agent, product information and various recommended product information to the customer.

After the communication ends, the customer and the agent can request disconnection using the VoIP client application of the customer and the agent, respectively. The ICD daemon then disconnects using the H225 protocol. After disconnecting, the agent's VoIP client application automatically executes another connection request.

1 is a block diagram showing a conventional call center of FIG.

2 is a block diagram illustrating a web agent center in accordance with an embodiment of the present invention.

3 is a view showing the operation of the web agent center of FIG.

FIG. 4 is a diagram illustrating queuing and distribution operations of the Web Agent Center Intelligent Call Distribution (ICD) server of FIG. 2; FIG.

5 is a diagram illustrating a Uniform Resource Locator (URL) escort system of the web agent center of FIG. 2; FIG.

6 illustrates the operation of the URL escort system of FIG.

In the drawings, like reference numerals refer to similar or identical components.

The present invention is characterized in that the web counselor center can effectively and efficiently communicate certain services and information with customers. The Web Agent Center allows service providers and agents to connect from home without requiring multiple on-site agents. Since the web counselor center can use voice and video tools, the quality of the information is improved and the amount of information is increased when the customer and the agent exchange information.

The Web Agent Center can provide agent center services in real time using the H.225 and H.223 protocols over the Web. Thus, Internet shopping malls and other web sites can provide customer service in real time through a web counselor center.

When using the web counselor center, the Internet shopping mall prepares a list of full-time counselors and home counselors and registers the list with the web counselor center. Then, upon receiving a connection request from a customer with a counselor, the web counselor center connects the appropriate agent with the customer. Once connected, the agent can talk to the customer and send various information via the Internet in real time. During the call between the customer and the agent, the agent may use the URL escort system to find and provide information on the other website that the agent does not have.

The web agent center or the customer can select an agent, and if the customer is logged on to the web agent center, the agent can select and communicate with multiple agents. Once the communication is complete, the counselor or customer can request the consultation to end. The web agent center then terminates the connection between the agent and the customer using the H.225 protocol.

The list of connectable agents is updated whenever the agent is newly connected to the web agent center, when the agent is connected to the customer, and when the agent terminates the connection with the customer. If the number of customers who want to connect with the agent is greater than the number of agents, a waiting list is created. The ordering of waitlists is typically determined based on wait time and "mileage". Here, "mileage" refers to the priority according to the rules set by the web counselor. For example, a purchase amount of a product purchased by a customer from an agent of the web agent center may be a priority. If the number of agents waiting is greater than the number of customers requesting a connection, an agent waiting list is created. The order of the waiting list for agents depends on the waiting time.

Based on the longest waiting time, the agent is determined in combination with the waiting time and mileage, and connected according to the optimal connection conditions. The web agent center may receive feedback about the service from the customer. The operator of the web counselor center can use the feedback to manage and train the agents.

The criteria for linking customers and agents can be changed by the operator in addition to waiting time or mileage. It is possible to determine the linking criteria to be a foreign language expert rather than an expert in a particular service. For example, if a customer can speak Korean, he or she can find an agent who can speak Korean well and connect with the customer. You can find and connect agents who work from far away anywhere in the world.

2 and 3 illustrate a web counselor center 200 of an internet shopping mall according to an embodiment of the present invention. 2 illustrates an embodiment of a web counselor 200, and FIG. 3 illustrates an operation system of the web counselor center 200.

Referring to FIG. 2, the web agent center 200 includes an agent working within a customer browser 201, a web server 202, an intelligent call distribution (ICD) daemon 203, an ICD server 204, and a shopping mall agent center. On-site agent browser 205, remote agent browser 206 for agents working outside the mall agent center (e.g., at home), customer phone 207, gateway 208 It includes. The customer who wants to connect with the web counselor center 200 using the Internet uses the customer browser 201. In addition, the customer who wants to connect to the web counselor center 200 by using the telephone should use the customer telephone 207 that can be connected to the ICD daemon 203 through the gateway 208. The browsers 201, 205, and 206 may be Internet Explorer or Internet Navigator, available from Microsoft or Netscape.

The web agent center 200 further includes a customer's VoIP client application 201a and an agent's VoIP client applications 250a and 206a. The customer connects to the web agent center 200 using the customer's VoIP client application 201a. That is, it connects to the ICD daemon 203. The agent connects to the web agent center 200 using the agent's VoIP client applications 205a and 206a. That is, it connects to the ICD daemon 203. The customer's VoIP client application 201 and the agent's VoIP client applications 205a, 206a may be downloaded to the customer browser 201 and the agent browsers 205, 206, respectively, via the web server 202. The ICD daemon 203 receives a connection request from a counselor or customer and sends the request to the ICD server 204. ICD server 204 includes a queuing server 210 and a call matching rule database 212. The queuing server 210 includes a customer queue 210a and an agent queue 210b.

2 to 4, a service process of the web counselor center 200 according to an embodiment of the present invention is illustrated. The agent who wants to connect with the web agent center 200 logs in to the web server 202 of the shopping mall through the site resident browser 205 or the remote agent browser 206. In FIG. 3, the connection 302a between the browsers 205 and 206 and the web server 202 represents the login step of the agent. During connection 302a, the agent connects to web server 202 using the URL of web server 202. After authentication, an HTML page is received from the web server 202. The counselor then downloads the counselor's VoIP client applications 205a and 205b from the web server 202, depending on the counselor's location.

Next, the counselor requests a connection for consultation waiting through the counselor's VoIP client applications 205a and 205. Connection 302 represents a connection request with an agent's ICD daemon 203. During connection 302, the TCP / IP registration socket protocol may be used for communication between the agent's VoIP client applications 205a and 205b and the ICD daemon 203. In addition to registering the agent with the ICD daemon 203, the TCP / IP registration socket protocol is also used to delete the agent from the ICD daemon 203.

A customer interested in a product or service provided by a shopping mall logs in to the web server 202 through the customer's browser 201. Connection 301a represents the customer's login procedure. In the connection 301a step, the customer connects to the web server 202 using the URL of the web server 202 and receives an HTML page from the web server 202. Next, the customer downloads the customer's VoIP client application 201a from the web server 202.

The customer requests a connection using the customer's VoIP client application 201a. Connection 301 represents a connection request with the customer's ICD daemon 203. The TCP / IP registration socket protocol at connection 301 may be used for communication in the ICD daemon 203 with the customer's VoIP client application 201a. In addition to registering the customer with the ICD daemon 203, the TCP / IP registration socket protocol is also used to delete the customer from the ICD daemon 203. After receiving the connection request through the VoIP client application 201a, 205a, or 206a of the customer or counselor, the ICD daemon 203 registers the connection request with the queuing server 210 of the ICD server 204 through a predetermined pipe. . Connection 303 represents this registration. At connection 303 the agent's TCP / IP registration request is registered with the agent queue 210b and the customer's TCP / IP registration request is registered with the customer queue 210a.

2-4, the queuing server 210 uses the call matching rules database 212 to determine the priority of the TCP / IP registration request order of the customer or agent in association with the previous TCP / IP registration request. . Connection 304a represents a procedure for determining priority. The call matching rule database 212 at connection 304a provides the queuing server 210 with prioritization criteria and a customer database. The determined TCP / IP registration request priorities of the customer and the agent are stored in the customer queue 210a and the agent queue 210b, respectively.

For example, the priority of the customer queue 210a is determined in consideration of the mileage and the time waiting from the customer's TCP / IP registration request. The agent queue 210b is determined in consideration of the priority or the time waited from the agent's TCP / IP registration request. The queuing server 210 first determines the order and then displays information about the priority via the connection 304 via the customer or agent browser 210, 205 or 206. When the customer and the agent find a match between the customer according to the priority in the customer and agent queues 210a and 210b and the type of service requested by the customer, the queuing server 210 provides information about the match including the address of the customer and the agent. Transmit to ICD daemon 203 via communication 303a.

ICD daemon 203 then obtains information about the matching of the customer and the counselor. After receiving the registration notification, the paired customer and the agent make a call setup 305 directly to each other. If call setup 305 is implemented, the H.323 protocol, including the H.225 protocol and H.245 protocol, is used for call setup. The H.225 protocol connects two end points that can accommodate the H.323 protocol. For example, you connect a paired customer with an agent. The H.245 protocol controls the control messages between two endpoints. Control messages refer to the inclusion of general commands and indications in addition to the opening and closing of logical channels for the execution of terminal capability requests and media streams from other endpoints.

In a typical call setup process, the customer's VoIP client application 201a receives an H.225 call setup message requesting a direct connection between the customer's VoIP client application 201a and the agent's VoIP client applications 205a, 206a. Send to client application 205a or 206a. The agent's VoIP client application 205a or 206a then sends a reply to the customer's VoIP client application 201a via an H.225 call progress message to indicate that the agent is connected to the customer's VoIP client application 201a. Notify while sending a message. After receiving the alert message, the agent's VoIP client application 205a, 206a sends a H.225 connection message to the customer's VoIP client application 201a to verify the connection. Thus, the connection between the customer's VoIP client application 201a and the agent's VoIP client application 205a or 206a is completed.

After being connected, the customer's VoIP client application 201a and the agent's VoIP client application 205a or 206 confirm the communication function of the other party. The customer's VoIP client application 201a sends an H.245 Terminal Capability Set (TCS) message to the agent's VoIP client application 205a or 206a. The TCS message contains the communication function of the customer's VoIP client application 201a. After receiving the TCS message, the agent's VoIP client application 205a or 206a sends a Terminal Capability SetAck (TCSA) message to recognize the functionality of the customer's VoIP client application.

The agent's VoIP client application 205a or 206a then sends an H.245 TCS message to the customer's VoIP client application 201a to inform the agent's VoIP client application 205a or 206a of the communication function. After receiving the TCS message, the customer's VoIP client application 201a sends an H.245 TCSA message to recognize the capability of the customer's VoIP client application.

After the terminal function check is completed, the media channel establishes sending and receiving information about the customer's requested service through the customer's VoIP client application 201a and the counselor's VoIP client application 205a or 206a.

The customer's VoIP client application 201a opens the media channel using an H.245 Opening Logical Channel (OLC) message. The media channel is a one-way logical channel from the customer's VoIP client application 201a to the agent's VoIP client application 205a or 206a. The OLC message contains the transport address of the Real-Time Transport Control Protocol (RTCP). After receiving the OLC message, the agent's VoIP client application 205a or 206a outputs an H.245 OpenLogical ChannelAck (OLCA) message to pass from the customer's VoIP client application 201a to the agent's VoIP client application 205a or 206a. Recognize the establishment of a one-way logical channel. The OLC message contains the forwarding address of the RTCP assigned from the VoIP client application 205a or 206a of the agent and the forwarding address of the RTCP previously assigned from the customer's VoIP client application 201a. The customer's VoIP client application 201a sends the RTP media stream using the forwarding address of the RTP.

The agent's VoIP client application 205a or 206a keeps other media channels open while sending H.245 OLC messages. The media channel is a one-way logical channel from the agent's VoIP client application 205a or 206a to the customer's VoIP client application 201a. The OLC message contains the transport address of the RTCP. After receiving the OLC message, the customer's VoIP client application 201a establishes a one-way logical channel from the agent's VoIP client application 205a or 206a to the customer's VoIP client application 201a while sending an H.245 OLCA message. Recognize. The OLCA message contains the forwarding address of the RTCP assigned from the customer's VoIP client application 201a and the forwarding address of the RTCP previously assigned from the agent's VoIP client application 205a or 206a. The agent's VoIP client application 205a or 206a sends the RTP media stream using the forwarding address of the RTP.

As a result, two-way media stream communication is established between the customer's VoIP client application 201a and the agent's VoIP client application 205a or 206a. In addition, the TCP / IP registration request of the paired customer and the agent is deleted from the customer and agent queues 210a and 210b.

After the call setup 305, the customer's VoIP client application 201a and the agent's VoIP client application 205a or 206a use RTP and RTCP to communicate real-time voice and video information in the communication 306 for the service requested by the customer. Can send and receive to each other.

Typical configurations use RTP and RTCP to send and receive real-time voice and video information. RTP provides end-to-end delivery of real-time voice and video and is typically used to deliver data over user datagram protocols. RTCP provides control services to the counter part of RTP. The main function of RTCP is to provide feedback about the quality of data distribution.

In communication 306, the customer's VoIP client application 201a sends an RTP encapsulated media stream to the agent's VoIP client application 205a or 206a and the agent's VoIP client application 205a or 206a is RTP encapsulated. Send the media stream to the customer's VoIP client application 201a. Furthermore, the customer's VoIP client application 201a sends an RTCP message to the agent's VoIP client application 205a or 206a and the agent's VoIP client application 205a or 206a sends the RTCP message to the customer's VoIP client application 201a. send.

For example, in communication 306, the customer's personal information, product information, and service information are displayed on the agent's browser 205 or 206. In the customer's browser 201, the agent's name and ID information, detailed product information, and service information are displayed in real time.

After the communication 306 between the customer and the agent is terminated, the customer or agent can disconnect 307 the call using the H.225 protocol. The disconnection or call release 307 requires the customer or agent to make a call termination request to the customer's VoIP client application 201a or the agent's VoIP client application 205a or 206a, respectively.

For example, in isolation 307 the customer's VoIP client application 201a must send an H.245 EndSessionCommand (ESC) message to the agent's VoIP client application 205a or 206a to initiate the call release. The agent's VoIP client application 205a or 206a then sends the call end point and sends a H.245 ESC message to the customer's VoIP client application 201a to confirm the details of the call termination point. At this time, the customer's VoIP client application 201a completes the call release while sending an H.225 release complete message to the counselor's VoIP client application 205a or 206a.

After completing the call release, the agent's VoIP client application 205a or 206a and the customer's VoIP client application 201a are separated from the ICD daemon 203 while sending a RAS DRQ (Disconnection Request) message to the ICD daemon 203. do. The ICD daemon 203 disconnects from the agent's VoIP client application 205a or 206a and the customer's VoIP client application 201a and sends a DCF (Disconnection Confirmation) message to the agent's VoIP client application 205a or 206a and the customer's VoIP. Send to client application 201a to confirm termination of the connection.

After the call release and disconnection is completed, the VoIP client application 205a or 206a of the agent automatically performs a TCP / IP registration request to the ICD daemon 203. This request is automatically sent to the queue 210b of the agent's queuing server 210 so that the agent is again in a waiting state for consultation.

In the above configuration, the customer is connected to the web counselor center using the Internet and can communicate with the counselor. The customer is also connected to a web counselor via a telephone system and can communicate with the counselor.

2 and 3, the customer connects to the ICD daemon 203 via the customer phone 207 and the gateway 208, rather than through the customer browser 201. The gateway 208 provides a combination of an H.323 network and a switched circuit network including all switched telephone networks (eg, PSTNs). Coupling between different types of networks is accomplished by translating protocols for call setup and teardown, translating media formats between different networks, and transferring information between networks connected to gateways. Gateways of this type are well known and can be purchased from Dialogic, Santa Clara, California. The process of call setup, communication, call release 305a, 306a for a telephone customer is similar to the process of call setup, communication, call release 305a, 306a for an Internet customer. In the case of telephone customers, video communication is not included.

5 and 6 illustrate a URL escort system used for communication between a customer and an agent via web server 202 (FIG. 2) in accordance with an embodiment of the present invention. 5 shows the flow of URL escort flowing from a counselor to a customer. The URL escort includes the agent's browser 205, the agent's VoIP client application 205a, the customer's VoIP client application 201a, and the customer's browser 201.

More specifically, referring to FIG. 6, when the call setup between the customer and the agent is finished, the customer escorts a URL from the customer's VoIP client application 201a to the agent's VoIP client application 205a by text or voice. Will require. Accordingly, the agent uses the agent browser 205 to find the URL requested by the customer, blocks the information of the URL, and pastes the information into the URL escort template of the agent's VoIP client application 205a, which is located in the escort template. The information is sent to the customer's VoIP client application 201a using a TCP socket. Next, the customer's VoIP client application 201a executes a Windows Shell so that the customer browser 202 can show the URL to the customer.

In addition, web agents can send information to customers via e-mail or fax, and call, fax, pager, or automated notification agents that agents should connect with. Or you can send it using a Windows alert message.

While the present invention has been described and illustrated by way of preferred embodiments, those skilled in the art will recognize that various modifications and changes can be made without departing from the spirit and scope of the appended claims.

As described above, according to the present invention, there is a feature that enables a web counselor center to communicate a predetermined service and information with a customer efficiently and efficiently. The Web Agent Center allows service providers and agents to connect from home without requiring multiple on-site agents. Since the web counselor center can use voice and video tools, the quality of the information is improved and the amount of information is increased when the customer and the agent exchange information.

Claims (33)

In the agent center, Intelligent call distribution (ICD) daemon that receives connection requests from customers and agents, An ICD server that receives the connection request from the ICD daemon and determines the priority of the agent over another customer and the priority of the agent over another agent. Including but not limited to: When the customer and the counselor match according to the priority, the ICD server notifies the ICD daemon, and the ICD daemon establishes a connection between the customer and the counselor, whereby the customer and the counselor Agent centers that communicate with each other. The method of claim 1, It may further include a web server that can provide a client application of the client to the customer browser, and provide the client application of the agent to the agent browser. An agent center using the client application of the customer and the client application of the agent in connecting with the ICD daemon. The method of claim 2, An agent center of said client application of said customer and said client application of said agent are downloaded from said web server. The method of claim 1, The ICD server, A queuing server for determining the priority of the customer and the agent; A database providing the queuing server with data and criteria used by the queuing server to determine the priority of the customer and the counselor. Agent center comprising a. The method of claim 4, wherein The queuing server, A customer queue indicating the priority of the customer; Agent queue indicating the priority of the agent Agent center comprising a. The method of claim 1, An agent center in which the priorities of the customer and the agent appear in the customer browser and the agent browser. The method of claim 1, An agent center, when the ICD daemon establishes a connection between the customer and the agent, uses the H.225 protocol and the H.245 protocol to establish the connection. The method of claim 1, An agent center using audio and video when the customer and the agent communicate with each other. The method of claim 1, An agent center using a real time transport protocol and a real time transport control protocol. The method of claim 1, An agent center in which the connection is released after the communication between the customer and the agent is terminated. The method of claim 10, An agent center to which the customer requests to release the customer connection. The method of claim 10, An agent center to which the agent requests to release the customer connection. The method of claim 10, Disconnection is performed by an agent center using the H.225 and H.245 protocols. The method of claim 10, An agent center in which a new connection of the agent is automatically requested to the ICD daemon after the connection between the customer and the agent is released. The method of claim 1, An agent center wherein the customer performs the connection request using a telephone, and a gateway sends the connection request to the ICD daemon. A method for operating a web agent center comprising an ICD daemon and an ICD server, Receiving a first connection request for the ICD daemon from a customer; Receiving a second connection request for the ICD daemon from an agent; Sending the first and the second connection request from the ICD daemon to the ICD server; Determining, by the ICD server, the customer's priority over other customers and the agent's priority over other agents; Notifying the ICD daemon when the customer and the agent match according to the priority of the customer and the agent; Establishing a connection between the customer and the agent; The customer and the agent communicating with each other Web agent center operation method comprising a. The method of claim 16, Using a customer browser to download a client application of a customer from the web server to which the customer makes the first connection request; Downloading a client application of an agent from which the agent performs the connection request to the agent using an agent browser; Web agent center operation method further comprising a. The method of claim 17, The communication step between the customer and the agent, The customer requesting information from the client application of the customer to the client application of the agent; The agent searching and finding a URL associated with the information using the agent browser; Sending a URL in a URL escort template from the agent to the customer Web agent center operation method comprising a. The method of claim 16, The ICD server notifying the ICD daemon of the priorities of the customer and the agent; The ICD daemon notifying the customer and the agent of the priority of the customer and the agent Web agent center operation method further comprising a. The method of claim 19, And the customer and the agent refer to the priority from a customer web browser and an agent browser, respectively. The method of claim 16, And releasing the connection between the customer and the agent. The method of claim 21, And after the disconnection step, performing a third connection request for the ICD daemon by the counselor. The method of claim 21, The disconnection is requested by the customer web agent center operating method. The method of claim 21, The disconnection is requested by the counselor web agent center operating method. The method of claim 21, The disconnecting step is a web agent center operating method using the H.225 protocol and H.245 protocol. The method of claim 16, The communication step between the customer and the agent is a web agent center operating method using a real-time transfer protocol and a real-time transfer control protocol. The method of claim 16, The communication step between the customer and the agent is a web agent center operating method using audio and video. The method of claim 16, The method of communication between the customer and the agent occurs via a web server center. The method of claim 16, The prioritizing step, Determining priorities of the customer and the agent by a queuing server of the ICD server; Providing queuing server rules and data by a database of the ICD server, so that the queuing server determines the priority of the customer and the agent Web agent center operation method comprising a. The method of claim 29, The queuing server, A customer queue indicating the priority of the customer; An agent queue indicating the priority of the agent Web agent center operation method comprising a. The method of claim 16, The step of establishing a connection between the customer and the agent is a web agent center operating method using the H.225 protocol and H.245 protocol. The method of claim 16, The performing of the first connection request may include: Performing the first connection request using a customer telephone; Sending the first connection request to the ICD daemon through a gateway Web agent center operation method comprising a. In a method for providing a service from an agent to a customer using a URL escort system, Receiving a request for information from the customer at an agent's client application, Finding a URL associated with the information; Sending the URL on a URL escort template from the agent's client application to the client's client application for use in the client browser. Service providing method comprising a.