CA2173304C - Method and system for establishing voice communications using a computer network - Google Patents
Method and system for establishing voice communications using a computer network Download PDFInfo
- Publication number
- CA2173304C CA2173304C CA002173304A CA2173304A CA2173304C CA 2173304 C CA2173304 C CA 2173304C CA 002173304 A CA002173304 A CA 002173304A CA 2173304 A CA2173304 A CA 2173304A CA 2173304 C CA2173304 C CA 2173304C
- Authority
- CA
- Canada
- Prior art keywords
- telephone
- computer
- computer user
- call request
- call
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Expired - Fee Related
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/0024—Services and arrangements where telephone services are combined with data services
- H04M7/003—Click to dial services
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L9/00—Cryptographic mechanisms or cryptographic arrangements for secret or secure communications; Network security protocols
- H04L9/40—Network security protocols
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42195—Arrangements for calling back a calling subscriber
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L69/00—Network arrangements, protocols or services independent of the application payload and not provided for in the other groups of this subclass
- H04L69/30—Definitions, standards or architectural aspects of layered protocol stacks
- H04L69/32—Architecture of open systems interconnection [OSI] 7-layer type protocol stacks, e.g. the interfaces between the data link level and the physical level
- H04L69/322—Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions
- H04L69/329—Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions in the application layer [OSI layer 7]
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/48—Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13072—Sequence circuits for call signaling, ACD systems
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13152—Callback
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13175—Graphical user interface [GUI], WWW interface, visual indication
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13377—Recorded announcement
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13389—LAN, internet
-
- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
- Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y10S379/00—Telephonic communications
- Y10S379/90—Internet, e.g. Internet phone, webphone, internet-based telephony
Abstract
A method and system (100) establishes voice communications between a computer operator (102) and an agent (104) of a business over a computer network, such as the Internet (108).
Using an operator computer (106), the computer operator (102) views advertisements of the business' products or services on the Internet (108) via customized home pages (200). When the operator (102) wishes to order a product or ask additional questions about a product, the operator (102) activates a "call me" button (210). A
return call screen (300) is then presented to the operator (102) with areas to insert a name (302), a telephone number (304) and a time to call (306). This information is packetized in a call request which is transmitted over the Internet (108) to a telephone switching system (112) associated with the business. The telephone switching system (112) subsequently dials the telephone number (304) at the time to call (306). When the operator (102) answers an operator telephone (120), the telephone switching system (112) connects the operator (102) with the agent (104) via an agent telephone (118). The telephone switching system (112) may be comprised of a telephone computer (114) and an automatic call distributor (116).
Using an operator computer (106), the computer operator (102) views advertisements of the business' products or services on the Internet (108) via customized home pages (200). When the operator (102) wishes to order a product or ask additional questions about a product, the operator (102) activates a "call me" button (210). A
return call screen (300) is then presented to the operator (102) with areas to insert a name (302), a telephone number (304) and a time to call (306). This information is packetized in a call request which is transmitted over the Internet (108) to a telephone switching system (112) associated with the business. The telephone switching system (112) subsequently dials the telephone number (304) at the time to call (306). When the operator (102) answers an operator telephone (120), the telephone switching system (112) connects the operator (102) with the agent (104) via an agent telephone (118). The telephone switching system (112) may be comprised of a telephone computer (114) and an automatic call distributor (116).
Description
2~~~~~~.
Backgz:ound of the Invention The present invention relates generally to a method and system for establishing voice communications between a computer operator and a business arid, more particularly, a method and system for establishing voice con~nunications between a computer operator and an agent of a bu.siness~ via a computer network, such as the Internet, wherein th.e operator transmits a call request over the computer network to a telephone switching system associated with l0 the agent and, in response to the call request, the telephone switching system calls the operator and connects the agent to the operator when the operator answers the call.
Computer users are increasingly interacting with other computer users via extensive computer networks. The computer users are able to perform a multitude of tasks over computer networks, such as buying concert tickets, checking stock prices, reviewing news stories, and the lilte. One extensive, international computer network is the Internet. The Internet was originally created to electronically interconnect government and university computers over telephone lines. The Internet has now grown, however, to encompass over 20 million users worldwide including single user computers.
As the number of. Internet users proliferate, businesses are increasingly turning to the Internet as an advertising medium.
Over 2,500 businesses currently advertise on the Internet in the form of home pages on the world Wide Web (the eweb~~). As is well known by those in th.e art, the web, which is organized by subject matter, is an advanced system for navigating the Internet. Home pages are the first screens of the different Web sites.
Computer users are therefore able to quickly and easily review a multitude of products and services which are offered by businesses advertising on the Internet. Unfortunately, a user is currently unable to obtain additional information regarding products or service~e in such a convenient and efficient manner. To 21 ~~3~4
Backgz:ound of the Invention The present invention relates generally to a method and system for establishing voice communications between a computer operator and a business arid, more particularly, a method and system for establishing voice con~nunications between a computer operator and an agent of a bu.siness~ via a computer network, such as the Internet, wherein th.e operator transmits a call request over the computer network to a telephone switching system associated with l0 the agent and, in response to the call request, the telephone switching system calls the operator and connects the agent to the operator when the operator answers the call.
Computer users are increasingly interacting with other computer users via extensive computer networks. The computer users are able to perform a multitude of tasks over computer networks, such as buying concert tickets, checking stock prices, reviewing news stories, and the lilte. One extensive, international computer network is the Internet. The Internet was originally created to electronically interconnect government and university computers over telephone lines. The Internet has now grown, however, to encompass over 20 million users worldwide including single user computers.
As the number of. Internet users proliferate, businesses are increasingly turning to the Internet as an advertising medium.
Over 2,500 businesses currently advertise on the Internet in the form of home pages on the world Wide Web (the eweb~~). As is well known by those in th.e art, the web, which is organized by subject matter, is an advanced system for navigating the Internet. Home pages are the first screens of the different Web sites.
Computer users are therefore able to quickly and easily review a multitude of products and services which are offered by businesses advertising on the Internet. Unfortunately, a user is currently unable to obtain additional information regarding products or service~e in such a convenient and efficient manner. To 21 ~~3~4
-3-obtain additional information, the user must record the telephone number of a particular bu:>iness and manually call the business.
As those in the direct response advertising business will readily attest, the ~;uccess of direct response advertising depends greatly upor.~ the ease in which a potential customer can contact those sellir.~g the products or services. The additional steps of manually re~cordirig the telephone number and dialing the telephone number may therefore deter potential customers from further inquiry and possibly result in lost sales.
In addition, mo;~t individual consumers have a single telephone line in their home which is shared between voice connections for telephone calls and data connections for connecting to the Internet, for' example. The typical consumer is thus unable to access the Internet while concomitantly making a telephone call to the business. Advantageously, many businesses have separate telephone lines for data and voice communications. Business operators are thus able to conduct business simultaneously over both a telephone and a computer.
Further, 7_ack of. security, reliability and accountability restrict th.e ability of consumers to purchase goods over the Internet. Although some purchases can be made over the Internet using a credit card, the threat of someone fraudulently obtaining their credit card number through the computer network compels a majority of consumers to pay for the goods off-line, typically over the telephone using the previously described process.
According7_y, there is a need in the art for a method and system for establishing voice communications between a computer operator and an agent of a. business wherein the operator instructs a telephone switching system located at the business to call the operator over the telephone. When the operator answers the call, the telephone switcY:=.ing system automatically connects the agent to the operator.
z(~~~J4
As those in the direct response advertising business will readily attest, the ~;uccess of direct response advertising depends greatly upor.~ the ease in which a potential customer can contact those sellir.~g the products or services. The additional steps of manually re~cordirig the telephone number and dialing the telephone number may therefore deter potential customers from further inquiry and possibly result in lost sales.
In addition, mo;~t individual consumers have a single telephone line in their home which is shared between voice connections for telephone calls and data connections for connecting to the Internet, for' example. The typical consumer is thus unable to access the Internet while concomitantly making a telephone call to the business. Advantageously, many businesses have separate telephone lines for data and voice communications. Business operators are thus able to conduct business simultaneously over both a telephone and a computer.
Further, 7_ack of. security, reliability and accountability restrict th.e ability of consumers to purchase goods over the Internet. Although some purchases can be made over the Internet using a credit card, the threat of someone fraudulently obtaining their credit card number through the computer network compels a majority of consumers to pay for the goods off-line, typically over the telephone using the previously described process.
According7_y, there is a need in the art for a method and system for establishing voice communications between a computer operator and an agent of a. business wherein the operator instructs a telephone switching system located at the business to call the operator over the telephone. When the operator answers the call, the telephone switcY:=.ing system automatically connects the agent to the operator.
z(~~~J4
-4-Summary of the Invention This need is met by the method and system of the present invention for establ.ishinc~ voice communications between an operator and an agent wherein the operator sends a call request over a computer network, such as the Internet, to a telephone switching network associated v~~ith the agent. The call request preferably includes a name of the operator, a telephone number of a telephone associated with the operator and a time to call. The telephone switching network detects the information contained in the call request and dials the operator telephone at the designated time to call. When the operator answers the operator telephone, the telephone switching system connects an agent telephone associated with the agent to tr,e operator telephone.
In accordance with one aspect of the present invention, a method for establishing voice communications between an operator which is associated with a~ computer and a telephone and an agent is provided. The method comprises the steps of: entering a call request by the operator :in the computer for the agent to call the operator; transmitt=Lng the call request from the computer over a computer network to a telephone switching system; and establishing voice communications. between the agent and the operator through the telephone switching system.
In accord<~nce with another aspect of the present invention, a communications system for establishing voice communications between an operator and an agent is provided. The operator being associated with an operator telephone and entering a call request into a computer. The communications system comprises an agent telephone associated with the agent and telephone switching system for receiving the call request from the computer, for dialing the operator telephone and for interconnecting the agent telephone and the operator telephone.
Preferably, tl-ie telephone switching system comprises a telephone computer f:or receiving the call request from the computer. An automatic call distributor for automatically dialing the operator telephone in response to the telephone computer and for interconnecting the agent telephone and the operator telephone. The automatic call distributor preferably comprises answer means for detecting when the operator answers the operator telephone, and wherein the automatic call distributor connects the agent to the operator telephone when the operator answers the operator telephone.
The call request may comprise a time to call the operator and the telephone computer may comprise time means for detecting the time to call the operator from the call requests and dial means responsive to the time means for prompting the automatic call distributor to call the operator telephone at the time to call.
It is a feature of the present invention to provide a method for a computer operator to easily and conveniently have a business advertising on a computer network, such as the Internet, call the operator back over the telephone.
In a first aspect, the present invention provides a method for establishing voice communications between a computer user and an agent, the computer user being associated with a user computer and a telephone number of a telephone associated with the computer user, the method comprising the steps of:
establishing a computer data base accessible by the user computer;
prompting the computer user to enter a call request in the computer data base:
transmitting the call request from the computer data base to a telephone switching system; and automatically establishing voice communications between the agent and the computer user by the telephone switching -Sa-system in response to the call request.
In a second aspect, the invention provides a method for establishing voice communications between a computer user and an agent, the computer user being associated with a user computer and a telephone, the method comprising the steps of:
establishing a computer data base which is accessible by the user computer receiving a call request by the computer user in the computer data base for the agent to call the computer user, the call request including a telephone number of the telephone associated with the computer user:
transmitting the call request from the computer data base over a computer network to a telephone switching system;
automatically dialing the telephone number of the telephone associated with the computer user by the telephone switching system based on the telephone number in the call request: and automatically connecting the agent to the telephone by the telephone switching system.
In a third aspect, the present invention provides a method for establishing voice communications between a computer user and an agent, the computer user being associated with a user computer and a telephone number of a telephone associated with the computer user, the method comprising the steps of:
establishing a computer database accessible by the use computer;
prompting the computer user to enter a call request in the computer database:
transmitting the call request from the computer database to a telephone switching system having a telephone computer -5b-and an automatic call distributor associated with the agent;
sending a dial request command from the telephone computer to the automatic call distributor in response to the call request from the computer database; and automatically dialing the telephone number by the automatic call distributor in response to the dial request command.
These and other features and advantages of the present invention will become apparent from the following detailed description, the accompanying drawings and the appended claims.
Brief Description of the Drawings Fig. 1 is a block diagram of a system for establishing voice communications between an operator and an agent in accordance with the present invention.
Fig. 2 shows an exemplary home page used for advertising by, for example, a business of the Internet; and Fig. 3 shows an exemplary return call screen used by the operator request a return call from the business.
Detailed DE~scription of the Invention A communications syst=em 100 for establishing voice communications between an operator 102 and an agent 104 is shown in Fig. 1. The operator 102 uses an operator computer 106 to communicate with other computers through a computer network, such as, for example, them Internet 108, in a well known manner.
Although the invention wil.1 be described with reference to the Internet, it should be understood that the invention may be advantageously employed with any of a number of computer networks, such as conventional. bulletin boards.
Modern busines:~es usually have an automated system, generally referenced by numeral 110, for handling inbound and outbound telephone calls. For example, a business may be connected to the Internet 108 via a telephone switching system 112. The telephone switching system 112 comprises a telephone computer 114 connected to an automatic call. distributor (ACD) 116, preferably Rockwell International s SPEC'.TRUM F,utomatic Call Distribution System. The ACD 116, or alternatively a private branch exchange (PBX), operates in a well known manr.~er to connect an agent telephone 118 associated with the agent 104 to external telephonic units, such as an operator telephone 120 as~;ociated with the operator 102. Although only one agent 104 is shown, businesses typically have a plurality of agents for answering telephone calls. As will be readily apparent to those skilled in the art, the present invention may be advantageously employed with a business having more than one agent.
The ACD 116 is connE~cted t;o the operator telephone 120 through a telephone network 12.2. A conventional answering machine 121 is connected to the operator telephone 120.
Operation of the communications system 100 will now be discussed with reference t:o Figs. 2 and 3. The operator 102 uses the operator computer 106 t;o review a multitude of products and services advertised on the Internet 108. Businesses on the Internet 108 advertise on the World wide Web using home pages. As 2i%~3~4 is well known, home pages may include pictures of a product, descriptions of the product and a listing of a telephone number to call to ask questions or to order the product.
An exemplary home page 200 which may be used to advertise a product is shown in Fig. 2.. As is well known, the home pages 200 on the world Wide Web use hypertext technology to enable computer operators 102 to more from one computer data base to another at the click of a mouse. The home page 200 includes a text portion 202 describing the product or service. When activated, "next" and "back" buttons 206, 208 tx-ansfer the operator 102 to the next home page or to the previous home page, respectively. Additionally, the above information may be entered as conventional text commands.
If the operator 102 wants to establish voice communications with the business to order. a product or to ask a question, the operator 102 activates a '°call me" button 210. In response, the operator 102 is transferred to a return call screen 300 shown in Fig. 3. The operate>r 102 then enters a name 302, a telephone number to call 304 and a tame to call 306 in their respective fields. Alternatively, the operator's name and telephone number may be kept on file and be automatically entered in the appropriate fields in a well known manner.
For ease of operation, a list of frequently requested times in which to call may bE~ listed, such as immediately 306a, 5 minutes 306b or 30 minutes ?06c. In this case, the operator 102 would simply click on the desirEd time. If needed, another time can be entered by the operator 102, in a designated area 308. After filling in the requested i.nfonnation, the operator 102 activates a "next" button 310 tc> send a call request to the telephone switching system 112. "Back" and "exit" buttons 312, 314 are activated to exit the home page x;00 wit:hout sending the call request.
Additional information may be included in the call request for processing by the telephone switching network 112. For example, the number of the home pace 200 which prompted the call request may be included in the call request. This information is used by the ~ ~ :~ .~~ .J
_8_ telephone switching system 112 to route the call to an agent having the appropriate knowledge about the product or service which prompted the call. Additionally, the agent 104 can be viewing the home page 200 on a c;onvent.ional computer display, or other displays, when convE~rsing with the operator 102 over the agent telephone 11.8. Numerous displays are well known in the art and may be advantageously employed in the invention.
Preferably, a neb server of the business packetizes the name 302, telephone number 304 and the time to call 306 information into a single conventional electronic mail (E-mail) message (designated a "call request") which is sent over the Internet 108.
Alternatively, program to program communications, such as Transmission Contro_L Protocol/Internet Protocol (TCP/IP) sockets which are well known in those skilled in the art, may be used as a means to send the informat=ion from the operator computer 106 to the telephone switching system 112.
The telephone computer 114 of the telephone switching system 112 receives the ca:Ll request, detects the time to call 306 and converts the call request into a predictive dial request command, which is formatted i:or proper receipt by the ACD 116. The telephone computer _l14 may detect the time to call 306 in the call request and delay t~_ansmii~ting the call request to the ACD 116 until the time to cell. '.the telephone computer 114 comprises time means 124, which is software based, for detecting the time to call 306 in the call request. The ACD 116 would then attempt to dial the telephone number 304 substantially immediately upon receipt of the dial request command.
Alternatively, the telephone computer 114 may transmit the dial request command, wlnirh includes the time to call 306 information, substa~itially immediately upon receipt of the call request. The ACD 1:16 would then detect the time to call 306 and delay the outbound dialing of the telephone number 304 until that time. Either the ACD 116 or the telephone computer 114 may I I
_g_ therefore control when the telephone number 304 is dialed based on the time to call 306.
Preferably, the ACD 116 uses predictive outbound dialing to call the operator telephone 120. Systems for providing predictive outbound dialing from the ACD 116 are well known in the art. One such system is described in commonly assigned U.S. Patent No. 4,881,261.
The telephone computer 114 sends the dial request command to the ACD 116 for call processing. Dial means 126 in the ACD 116, which is preferably software based, then places an outbound telephone call to the operator telephone 120 in a well known manner. Answer means 128 in the ACD 116 detects when the operator 102 answers the call, as distinguished from an automated answering machine, a busy signal or no answer. One such means for detecting whether a human answers a telephone call is disclosed in commonly assigned U.S. Patent No. 4,809,272, When the operator 102 answers the telephone, the ACD 116 connects the operator telephone 120 to the agent 104 through the agent telephone 118. Various methods are well known in the art for selecting an agent to connect to the telephone call. Since the philosophy of such methods are not important to the present invention beyond connecting the telephone call to the agent 104, details will not be further given herein. Those desiring additional information regarding methods and systems for selecting agents are referred to U.S. Patent No. 5,206,903, Alternatively, the telephone computer 114 may dial the operator telephone 120 directly and connect the agent telephone 118 to the operator telephone 120 when the operator 102 answers the call. As is well known in the art, commercial telephone cards are available for personal computers for dialing external telephones.
After the operator 102 answers the call, the telephone computer 114 then dials a telephone nurnber, or extension, to access the agent telephone 118 and thereafter connect the agent 104 to the operator 102.
In addition, the ACD 116 may transmit information to the agent 104 prior to, or simultaneous with, connecting the agent 104 to the operator 102. This information may comprise the operator's name or other information. The information may be displayed on the display of the agent 104 or provided to the agent 104 in any other appropriate manner. Those skilled in the art will likely be able to readily design numerou:~ telephone switching systems using commercially available components for receiving the call request and automatically dialing the operator telephone 120. Any telephone switching system which can establish voice communications between the operator 102 and the agent 104 can be advantageously employed in the prey>ent invention.
A method for establishing voice communications between an operator 102 and an agent 104 is provided in the present invention.
In particular, a method i~~ provided for establishing voice communications between the operator 102, associated with a computer 106 and a telephone 120, axed an agent 104. The method comprises the steps of entering a call request by the operator 102 in the computer 106 for the agent: 104 to call the operator 102 and transmitting the ca7.1 rec~aest from the computer 106 over a computer network, such as the Internet 108, to a telephone switching system 112. voice conununic:ation~~ are then established between the agent 104 and the operator 102 through the telephone switching system 112.
Preferably, them telephone 120 associated with the operator 102 is automatically dialed by the telephone switching system 112 based on the call request.. In particular, the telephone computer 114 may receive the call request, automatically dial the telephone 120 based on the call request and automatically connect the agent 104 to the telephone 120 after dialing the telephone 120. The step of automatically connects ing the agent 104 preferably comprises the 2~~~~~~
steps of determining when the operator 102 answers the telephone 120 and automatical~_y connecting the agent 104 to the telephone 120 when the operator 106 answers the telephone 120.
Further, the si.ep of entering the call request may comprise the step of entering a te7_ephone number of the telephone 120 associated with the operator 102 and wherein the step of automatically dialing the telephone 120 comprises the step of dialing the telephone number. The step of entering the call request may comprise the :step of entering a time to call the operator 106 and wherein t:he step of automatically dialing the telephone 120 comprises the step of automatically dialing the telephone 120 at the time to call. The step of entering the call request may comprise the ~>tep of entering a name of the operator 106 and wherein the method comprises the step of indicating to the agent 104 the name of the operator 106 before establishing voice communications between the agent 104 and the operator 106.
The step of automatically dialing the telephone may comprise the steps of sending a dial request command from a telephone computer 1.14 to an automatic call distributor 116 associated with the agent 104 and automatically dialing the telephone 120 by the automatic call distributor 116 in response to the dial request corzunand. Further, the step of automatically connecting the agent. 104 comprises the steps of: determining when the operator 106 an~;wers glue telephone 120 and automatically connecting the agent. 104 t:o the telephone 120 when the operator 102 answers the telephone 120.
Having thus described the invention in detail by way of reference to preferred emr>odiments thereof, it will be apparent that other modifications drld variations are possible without departing from the :cope of the invention defined in the appended claims. For example, the telephone switching system 112 may have design configurations which depart from those described herein.
In accordance with one aspect of the present invention, a method for establishing voice communications between an operator which is associated with a~ computer and a telephone and an agent is provided. The method comprises the steps of: entering a call request by the operator :in the computer for the agent to call the operator; transmitt=Lng the call request from the computer over a computer network to a telephone switching system; and establishing voice communications. between the agent and the operator through the telephone switching system.
In accord<~nce with another aspect of the present invention, a communications system for establishing voice communications between an operator and an agent is provided. The operator being associated with an operator telephone and entering a call request into a computer. The communications system comprises an agent telephone associated with the agent and telephone switching system for receiving the call request from the computer, for dialing the operator telephone and for interconnecting the agent telephone and the operator telephone.
Preferably, tl-ie telephone switching system comprises a telephone computer f:or receiving the call request from the computer. An automatic call distributor for automatically dialing the operator telephone in response to the telephone computer and for interconnecting the agent telephone and the operator telephone. The automatic call distributor preferably comprises answer means for detecting when the operator answers the operator telephone, and wherein the automatic call distributor connects the agent to the operator telephone when the operator answers the operator telephone.
The call request may comprise a time to call the operator and the telephone computer may comprise time means for detecting the time to call the operator from the call requests and dial means responsive to the time means for prompting the automatic call distributor to call the operator telephone at the time to call.
It is a feature of the present invention to provide a method for a computer operator to easily and conveniently have a business advertising on a computer network, such as the Internet, call the operator back over the telephone.
In a first aspect, the present invention provides a method for establishing voice communications between a computer user and an agent, the computer user being associated with a user computer and a telephone number of a telephone associated with the computer user, the method comprising the steps of:
establishing a computer data base accessible by the user computer;
prompting the computer user to enter a call request in the computer data base:
transmitting the call request from the computer data base to a telephone switching system; and automatically establishing voice communications between the agent and the computer user by the telephone switching -Sa-system in response to the call request.
In a second aspect, the invention provides a method for establishing voice communications between a computer user and an agent, the computer user being associated with a user computer and a telephone, the method comprising the steps of:
establishing a computer data base which is accessible by the user computer receiving a call request by the computer user in the computer data base for the agent to call the computer user, the call request including a telephone number of the telephone associated with the computer user:
transmitting the call request from the computer data base over a computer network to a telephone switching system;
automatically dialing the telephone number of the telephone associated with the computer user by the telephone switching system based on the telephone number in the call request: and automatically connecting the agent to the telephone by the telephone switching system.
In a third aspect, the present invention provides a method for establishing voice communications between a computer user and an agent, the computer user being associated with a user computer and a telephone number of a telephone associated with the computer user, the method comprising the steps of:
establishing a computer database accessible by the use computer;
prompting the computer user to enter a call request in the computer database:
transmitting the call request from the computer database to a telephone switching system having a telephone computer -5b-and an automatic call distributor associated with the agent;
sending a dial request command from the telephone computer to the automatic call distributor in response to the call request from the computer database; and automatically dialing the telephone number by the automatic call distributor in response to the dial request command.
These and other features and advantages of the present invention will become apparent from the following detailed description, the accompanying drawings and the appended claims.
Brief Description of the Drawings Fig. 1 is a block diagram of a system for establishing voice communications between an operator and an agent in accordance with the present invention.
Fig. 2 shows an exemplary home page used for advertising by, for example, a business of the Internet; and Fig. 3 shows an exemplary return call screen used by the operator request a return call from the business.
Detailed DE~scription of the Invention A communications syst=em 100 for establishing voice communications between an operator 102 and an agent 104 is shown in Fig. 1. The operator 102 uses an operator computer 106 to communicate with other computers through a computer network, such as, for example, them Internet 108, in a well known manner.
Although the invention wil.1 be described with reference to the Internet, it should be understood that the invention may be advantageously employed with any of a number of computer networks, such as conventional. bulletin boards.
Modern busines:~es usually have an automated system, generally referenced by numeral 110, for handling inbound and outbound telephone calls. For example, a business may be connected to the Internet 108 via a telephone switching system 112. The telephone switching system 112 comprises a telephone computer 114 connected to an automatic call. distributor (ACD) 116, preferably Rockwell International s SPEC'.TRUM F,utomatic Call Distribution System. The ACD 116, or alternatively a private branch exchange (PBX), operates in a well known manr.~er to connect an agent telephone 118 associated with the agent 104 to external telephonic units, such as an operator telephone 120 as~;ociated with the operator 102. Although only one agent 104 is shown, businesses typically have a plurality of agents for answering telephone calls. As will be readily apparent to those skilled in the art, the present invention may be advantageously employed with a business having more than one agent.
The ACD 116 is connE~cted t;o the operator telephone 120 through a telephone network 12.2. A conventional answering machine 121 is connected to the operator telephone 120.
Operation of the communications system 100 will now be discussed with reference t:o Figs. 2 and 3. The operator 102 uses the operator computer 106 t;o review a multitude of products and services advertised on the Internet 108. Businesses on the Internet 108 advertise on the World wide Web using home pages. As 2i%~3~4 is well known, home pages may include pictures of a product, descriptions of the product and a listing of a telephone number to call to ask questions or to order the product.
An exemplary home page 200 which may be used to advertise a product is shown in Fig. 2.. As is well known, the home pages 200 on the world Wide Web use hypertext technology to enable computer operators 102 to more from one computer data base to another at the click of a mouse. The home page 200 includes a text portion 202 describing the product or service. When activated, "next" and "back" buttons 206, 208 tx-ansfer the operator 102 to the next home page or to the previous home page, respectively. Additionally, the above information may be entered as conventional text commands.
If the operator 102 wants to establish voice communications with the business to order. a product or to ask a question, the operator 102 activates a '°call me" button 210. In response, the operator 102 is transferred to a return call screen 300 shown in Fig. 3. The operate>r 102 then enters a name 302, a telephone number to call 304 and a tame to call 306 in their respective fields. Alternatively, the operator's name and telephone number may be kept on file and be automatically entered in the appropriate fields in a well known manner.
For ease of operation, a list of frequently requested times in which to call may bE~ listed, such as immediately 306a, 5 minutes 306b or 30 minutes ?06c. In this case, the operator 102 would simply click on the desirEd time. If needed, another time can be entered by the operator 102, in a designated area 308. After filling in the requested i.nfonnation, the operator 102 activates a "next" button 310 tc> send a call request to the telephone switching system 112. "Back" and "exit" buttons 312, 314 are activated to exit the home page x;00 wit:hout sending the call request.
Additional information may be included in the call request for processing by the telephone switching network 112. For example, the number of the home pace 200 which prompted the call request may be included in the call request. This information is used by the ~ ~ :~ .~~ .J
_8_ telephone switching system 112 to route the call to an agent having the appropriate knowledge about the product or service which prompted the call. Additionally, the agent 104 can be viewing the home page 200 on a c;onvent.ional computer display, or other displays, when convE~rsing with the operator 102 over the agent telephone 11.8. Numerous displays are well known in the art and may be advantageously employed in the invention.
Preferably, a neb server of the business packetizes the name 302, telephone number 304 and the time to call 306 information into a single conventional electronic mail (E-mail) message (designated a "call request") which is sent over the Internet 108.
Alternatively, program to program communications, such as Transmission Contro_L Protocol/Internet Protocol (TCP/IP) sockets which are well known in those skilled in the art, may be used as a means to send the informat=ion from the operator computer 106 to the telephone switching system 112.
The telephone computer 114 of the telephone switching system 112 receives the ca:Ll request, detects the time to call 306 and converts the call request into a predictive dial request command, which is formatted i:or proper receipt by the ACD 116. The telephone computer _l14 may detect the time to call 306 in the call request and delay t~_ansmii~ting the call request to the ACD 116 until the time to cell. '.the telephone computer 114 comprises time means 124, which is software based, for detecting the time to call 306 in the call request. The ACD 116 would then attempt to dial the telephone number 304 substantially immediately upon receipt of the dial request command.
Alternatively, the telephone computer 114 may transmit the dial request command, wlnirh includes the time to call 306 information, substa~itially immediately upon receipt of the call request. The ACD 1:16 would then detect the time to call 306 and delay the outbound dialing of the telephone number 304 until that time. Either the ACD 116 or the telephone computer 114 may I I
_g_ therefore control when the telephone number 304 is dialed based on the time to call 306.
Preferably, the ACD 116 uses predictive outbound dialing to call the operator telephone 120. Systems for providing predictive outbound dialing from the ACD 116 are well known in the art. One such system is described in commonly assigned U.S. Patent No. 4,881,261.
The telephone computer 114 sends the dial request command to the ACD 116 for call processing. Dial means 126 in the ACD 116, which is preferably software based, then places an outbound telephone call to the operator telephone 120 in a well known manner. Answer means 128 in the ACD 116 detects when the operator 102 answers the call, as distinguished from an automated answering machine, a busy signal or no answer. One such means for detecting whether a human answers a telephone call is disclosed in commonly assigned U.S. Patent No. 4,809,272, When the operator 102 answers the telephone, the ACD 116 connects the operator telephone 120 to the agent 104 through the agent telephone 118. Various methods are well known in the art for selecting an agent to connect to the telephone call. Since the philosophy of such methods are not important to the present invention beyond connecting the telephone call to the agent 104, details will not be further given herein. Those desiring additional information regarding methods and systems for selecting agents are referred to U.S. Patent No. 5,206,903, Alternatively, the telephone computer 114 may dial the operator telephone 120 directly and connect the agent telephone 118 to the operator telephone 120 when the operator 102 answers the call. As is well known in the art, commercial telephone cards are available for personal computers for dialing external telephones.
After the operator 102 answers the call, the telephone computer 114 then dials a telephone nurnber, or extension, to access the agent telephone 118 and thereafter connect the agent 104 to the operator 102.
In addition, the ACD 116 may transmit information to the agent 104 prior to, or simultaneous with, connecting the agent 104 to the operator 102. This information may comprise the operator's name or other information. The information may be displayed on the display of the agent 104 or provided to the agent 104 in any other appropriate manner. Those skilled in the art will likely be able to readily design numerou:~ telephone switching systems using commercially available components for receiving the call request and automatically dialing the operator telephone 120. Any telephone switching system which can establish voice communications between the operator 102 and the agent 104 can be advantageously employed in the prey>ent invention.
A method for establishing voice communications between an operator 102 and an agent 104 is provided in the present invention.
In particular, a method i~~ provided for establishing voice communications between the operator 102, associated with a computer 106 and a telephone 120, axed an agent 104. The method comprises the steps of entering a call request by the operator 102 in the computer 106 for the agent: 104 to call the operator 102 and transmitting the ca7.1 rec~aest from the computer 106 over a computer network, such as the Internet 108, to a telephone switching system 112. voice conununic:ation~~ are then established between the agent 104 and the operator 102 through the telephone switching system 112.
Preferably, them telephone 120 associated with the operator 102 is automatically dialed by the telephone switching system 112 based on the call request.. In particular, the telephone computer 114 may receive the call request, automatically dial the telephone 120 based on the call request and automatically connect the agent 104 to the telephone 120 after dialing the telephone 120. The step of automatically connects ing the agent 104 preferably comprises the 2~~~~~~
steps of determining when the operator 102 answers the telephone 120 and automatical~_y connecting the agent 104 to the telephone 120 when the operator 106 answers the telephone 120.
Further, the si.ep of entering the call request may comprise the step of entering a te7_ephone number of the telephone 120 associated with the operator 102 and wherein the step of automatically dialing the telephone 120 comprises the step of dialing the telephone number. The step of entering the call request may comprise the :step of entering a time to call the operator 106 and wherein t:he step of automatically dialing the telephone 120 comprises the step of automatically dialing the telephone 120 at the time to call. The step of entering the call request may comprise the ~>tep of entering a name of the operator 106 and wherein the method comprises the step of indicating to the agent 104 the name of the operator 106 before establishing voice communications between the agent 104 and the operator 106.
The step of automatically dialing the telephone may comprise the steps of sending a dial request command from a telephone computer 1.14 to an automatic call distributor 116 associated with the agent 104 and automatically dialing the telephone 120 by the automatic call distributor 116 in response to the dial request corzunand. Further, the step of automatically connecting the agent. 104 comprises the steps of: determining when the operator 106 an~;wers glue telephone 120 and automatically connecting the agent. 104 t:o the telephone 120 when the operator 102 answers the telephone 120.
Having thus described the invention in detail by way of reference to preferred emr>odiments thereof, it will be apparent that other modifications drld variations are possible without departing from the :cope of the invention defined in the appended claims. For example, the telephone switching system 112 may have design configurations which depart from those described herein.
Claims (27)
1. A method for establishing voice communications between a computer user and an agent, the computer user being associated with a user computer and a telephone number of a telephone associated with the computer user, the method comprising the steps of:
establishing a computer data base accessible by the user computer;
prompting the computer user to enter a call request in the computer data base;
transmitting the call request from the computer data base to a telephone switching system; and automatically establishing voice communications between the agent and the computer user by the telephone switching system in response to the call request.
establishing a computer data base accessible by the user computer;
prompting the computer user to enter a call request in the computer data base;
transmitting the call request from the computer data base to a telephone switching system; and automatically establishing voice communications between the agent and the computer user by the telephone switching system in response to the call request.
2. The method as recited in claim 1 wherein the step of establishing voice communications between the agent and the computer user by the telephone switching system in response to the call request further comprises the step of the telephone switching system automatically dialing the telephone number of the telephone associated with the computer user.
3. The method as recited in claim 2 wherein the step of transmitting the call request comprises the step of transmitting the call request from the computer data base over the Internet.
4. The method as recited in claim 3 wherein the step of transmitting the call request from the computer data base over the Internet further comprises the steps of:
packetizing the call request; and transmitting the call request by e-mail.
packetizing the call request; and transmitting the call request by e-mail.
5. The method as recited in claim 2 wherein the telephone switching system includes a telephone computer and wherein the step of automatically dialing the telephone number of the telephone associated with the computer user comprises the steps of:
receiving the call request at a telephone computer associated with the agent; and dialing the telephone number by the telephone computer based on the call request.
receiving the call request at a telephone computer associated with the agent; and dialing the telephone number by the telephone computer based on the call request.
6. The method as recited in claim 5 further comprising the steps of:
detecting when the computer user answers the computer user telephoned and connecting the agent to the answered computer user telephone.
detecting when the computer user answers the computer user telephoned and connecting the agent to the answered computer user telephone.
7. The method as recited in claim 1 wherein the step of prompting the computer user to enter the call request comprises the step of prompting the computer user to enter the telephone number of the computer user telephone.
8. The method as recited in claim 1 wherein the step of prompting the computer user to enter the call request comprises the step of prompting the computer user to enter a time to call the computer user; and wherein the step of automatically dialing the telephone number comprises the step of automatically dialing the telephone number at the time to call.
9. The method as recited in claim 1 wherein the step of prompting the computer user to enter the call request comprises the step of prompting the computer user to enter a name of the computer user; and wherein the method comprises the step of indicating to the agent the name of the computer user before establishing voice communications between the agent and the computer user.
10. The method as recited in claim 1, wherein the automatically dialing telephone number of the telephone associated with the computer user comprises the steps of:
sending a dial request command from a telephone computer to an automatic call distributor associated with the agent in response to the call request received from the computer data base; and automatically dialing telephone number of the telephone associated with the computer user by the automatic call distributor in response to the dial request command.
sending a dial request command from a telephone computer to an automatic call distributor associated with the agent in response to the call request received from the computer data base; and automatically dialing telephone number of the telephone associated with the computer user by the automatic call distributor in response to the dial request command.
11. The method as recited in claim 10 further comprising the steps of:
detecting when the computer user answers the computer user telephone; and connecting the agent to the answered computer user telephone.
detecting when the computer user answers the computer user telephone; and connecting the agent to the answered computer user telephone.
12. The method as recited in claim 1, wherein the step of establishing a computer data base accessible by the computer user further comprises establishing a Web page and wherein the step of prompting the computer user to enter a call request in the computer data base further comprises the step of displaying a "call me" button when the computer user accesses the Web page.
13. A method for establishing voice communications between a computer user and an agent, the computer user being associated with a user computer and a telephone, the method comprising the steps of:
establishing a computer data base which is accessible by the user computer;
receiving a call request by the computer user in the computer data base for the agent to call the computer user, the call request including a telephone number of the telephone associated with the computer user;
transmitting the call request from the computer data base over a computer network to a telephone switching system;
automatically dialing the telephone number of the telephone associated with the computer user by the telephone switching system based on the telephone number in the call request; and automatically connecting the agent to the telephone by the telephone switching system.
establishing a computer data base which is accessible by the user computer;
receiving a call request by the computer user in the computer data base for the agent to call the computer user, the call request including a telephone number of the telephone associated with the computer user;
transmitting the call request from the computer data base over a computer network to a telephone switching system;
automatically dialing the telephone number of the telephone associated with the computer user by the telephone switching system based on the telephone number in the call request; and automatically connecting the agent to the telephone by the telephone switching system.
14. The method as recited in claim 13 wherein the step of transmitting the call request from the computer data base over a computer network to a telephone switching system comprises the step of transmitting the call request over the Internet.
15. The method as recited in claim 14 wherein the step of transmitting the call request over the Internet further comprises the steps of:
packetizing the call request; and transmitting the call request by e-mail.
packetizing the call request; and transmitting the call request by e-mail.
16. The method as recited in claim 13 wherein the telephone switching system includes a telephone computer and wherein the step of automatically dialing the telephone number of the telephone associated with the computer user comprises the steps of:
receiving the call request at a telephone computer associated with the agent; and dialing the telephone number by the telephone computer based on the call request.
receiving the call request at a telephone computer associated with the agent; and dialing the telephone number by the telephone computer based on the call request.
17. The method as recited in claim 13 wherein the step of connecting the agent to the telephone further comprises the steps of:
detecting when the computer user answers the telephone; and connecting the agent to the answered telephone.
detecting when the computer user answers the telephone; and connecting the agent to the answered telephone.
18. The method as recited in claim 13 wherein the step of receiving the call request comprises the step of prompting the computer user to enter the telephone number of the telephone associated with the computer user.
19. The method as recited in claim 18, wherein the step of establishing a computer data base which is accessible by the computer user further comprises establishing a Web page, and wherein the step of prompting the computer user to enter a telephone number further comprises the step of displaying a "call me" button when the computer user accesses the Web page.
20. The method as recited in claim 13 wherein the step of receiving the call request comprises the step of prompting the computer user to enter a time to call the computer user; and wherein the step of automatically dialing the telephone number comprises the step of automatically dialing the telephone number at the time to call.
21. The method as recited in claim 13 wherein the step of receiving the call request comprises the step of prompting the computer user to enter a name of the computer user; and wherein the method further comprises the step of indicating the name of the computer user to the agent before automatically connecting the agent to the telephone.
22. The method as recited in claim 13, wherein the automatically dialing telephone number of the telephone associated with the computer user comprises the steps of:
sending a dial request command from a telephone computer to an automatic call distributor associated with the agent in response to the call request received from the computer data base; and automatically dialing telephone number of the telephone associated with the computer user by the automatic call distributor in response to the dial request command.
sending a dial request command from a telephone computer to an automatic call distributor associated with the agent in response to the call request received from the computer data base; and automatically dialing telephone number of the telephone associated with the computer user by the automatic call distributor in response to the dial request command.
23. The method as recited in claim 13, wherein the step of establishing a computer data base which is accessible by the computer user further comprises establishing a Web page.
24. A method for establishing voice communications between a computer user and an agent, the computer user being associated with a user computer and a telephone number of a telephone associated with the computer user, the method comprising the steps of:
establishing a computer database accessible by the use computer;
prompting the computer user to enter a call request in the computer database;
transmitting the call request from the computer database to a telephone switching system having a telephone computer and an automatic call distributor associated with the agent;
sending a dial request command from the telephone computer to the automatic call distributor in response to the call request from the computer database; and automatically dialing the telephone number by the automatic call distributor in response to the dial request command.
establishing a computer database accessible by the use computer;
prompting the computer user to enter a call request in the computer database;
transmitting the call request from the computer database to a telephone switching system having a telephone computer and an automatic call distributor associated with the agent;
sending a dial request command from the telephone computer to the automatic call distributor in response to the call request from the computer database; and automatically dialing the telephone number by the automatic call distributor in response to the dial request command.
25. The method as recited in claim 24 further comprising the steps of:
detecting when the computer user answers the computer user telephone; and connecting the agent to the answered computer user telephone.
detecting when the computer user answers the computer user telephone; and connecting the agent to the answered computer user telephone.
26. The method as recited in claim 24, wherein the step of establishing a computer data base accessible by the computer user further comprises establishing a Web page and wherein the step of prompting the computer user to enter a call request in the computer data base further comprises the step of displaying a "call me" button when the computer user accesses the Web page.
27. The method as recited in claim 24 wherein the step of transmitting the call request from the computer data base to a telephone switching system further comprises the steps of:
packetizing the call request; and transmitting the call request by e-mail.
packetizing the call request; and transmitting the call request by e-mail.
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US42653395A | 1995-04-21 | 1995-04-21 | |
US08/426,533 | 1995-04-21 |
Publications (2)
Publication Number | Publication Date |
---|---|
CA2173304A1 CA2173304A1 (en) | 1996-10-22 |
CA2173304C true CA2173304C (en) | 2003-04-29 |
Family
ID=23691186
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
CA002173304A Expired - Fee Related CA2173304C (en) | 1995-04-21 | 1996-04-02 | Method and system for establishing voice communications using a computer network |
Country Status (4)
Country | Link |
---|---|
US (4) | US5991394A (en) |
EP (2) | EP1482705B1 (en) |
CA (1) | CA2173304C (en) |
DE (1) | DE69638116D1 (en) |
Families Citing this family (319)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
JP3247540B2 (en) * | 1994-05-12 | 2002-01-15 | 株式会社日立製作所 | Packetized communication device and switching device |
US6463149B1 (en) * | 1995-04-10 | 2002-10-08 | Edify Corporation | Web page synchronization system and method |
FI104869B (en) * | 1995-05-24 | 2000-04-14 | Ericsson Telefon Ab L M | Method for establishing a voice connection between networks and an intelligent network service |
US5884032A (en) * | 1995-09-25 | 1999-03-16 | The New Brunswick Telephone Company, Limited | System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent |
US6430282B1 (en) * | 1995-09-29 | 2002-08-06 | Nortel Networks Limited | Methods and apparatus for originating voice calls |
US6130933A (en) * | 1996-02-02 | 2000-10-10 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods for coordinating telephone and data communications |
GB9603582D0 (en) | 1996-02-20 | 1996-04-17 | Hewlett Packard Co | Method of accessing service resource items that are for use in a telecommunications system |
JP3742109B2 (en) | 1995-12-11 | 2006-02-01 | ヒューレット・パッカード・カンパニー | Remote communication service provision method |
EP1519593A3 (en) | 1995-12-11 | 2005-11-23 | Hewlett Packard Company, a Delaware Corporation | Call setup gateway for a telecommunications system |
JP2000516408A (en) | 1995-12-11 | 2000-12-05 | ヒューレット・パッカード・カンパニー | Method of accessing service resource item used in telecommunications system |
GB9603590D0 (en) * | 1996-02-20 | 1996-04-17 | Hewlett Packard Co | Method of accessing a target entity over a communciations network |
US6324264B1 (en) * | 1996-03-15 | 2001-11-27 | Telstra Corporation Limited | Method of establishing a communications call |
US6069890A (en) | 1996-06-26 | 2000-05-30 | Bell Atlantic Network Services, Inc. | Internet telephone service |
US6154445A (en) | 1996-04-18 | 2000-11-28 | Bell Atlantic Network Services, Inc. | Telephony communication via varied redundant networks |
IL126909A0 (en) * | 1996-05-07 | 1999-09-22 | Webline Communications Corp | Method and apparatus for coordinating internet multi-media content with telephone and audio communications |
US5857014A (en) * | 1996-05-31 | 1999-01-05 | Rockwell International Corporation | System and method for establishing communications between a remote computer and a computer service provider using a telephonic switch |
GB9613163D0 (en) * | 1996-06-24 | 1996-08-28 | Northern Telecom Ltd | Telecommunications system and method |
US6385646B1 (en) * | 1996-08-23 | 2002-05-07 | At&T Corp. | Method and system for establishing voice communications in an internet environment |
US6366575B1 (en) | 1996-11-01 | 2002-04-02 | Teloquent Communications Corporation | Extended access for automatic call distributing system |
JPH10171879A (en) * | 1996-12-06 | 1998-06-26 | Purosupaa Kurieiteibu:Kk | Merchandise sales system, and information communication method and storage medium for the same system |
US6078582A (en) | 1996-12-18 | 2000-06-20 | Bell Atlantic Network Services, Inc. | Internet long distance telephone service |
GB2320843A (en) * | 1996-12-24 | 1998-07-01 | Ibm | Establishing real time voice and/or video link via the Internet |
US6460020B1 (en) | 1996-12-30 | 2002-10-01 | De Technologies, Inc. | Universal shopping center for international operation |
US7031442B1 (en) | 1997-02-10 | 2006-04-18 | Genesys Telecommunications Laboratories, Inc. | Methods and apparatus for personal routing in computer-simulated telephony |
US6104802A (en) | 1997-02-10 | 2000-08-15 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
US6434231B2 (en) * | 1997-02-10 | 2002-08-13 | Genesys Telecommunications Laboratories, Inc. | Virtualized computer telephony integrated link for enhanced functionality in call centers |
US6480600B1 (en) * | 1997-02-10 | 2002-11-12 | Genesys Telecommunications Laboratories, Inc. | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
CA2198024C (en) | 1997-02-19 | 2001-02-06 | Alexander Christopher Lang | A system and method for establishing long distance voice communications using the internet |
US6804225B1 (en) | 1997-03-03 | 2004-10-12 | Softalk Inc. | System and method for establishing long distance voice communications using the internet |
US6137869A (en) | 1997-09-16 | 2000-10-24 | Bell Atlantic Network Services, Inc. | Network session management |
US6574216B1 (en) | 1997-03-11 | 2003-06-03 | Verizon Services Corp. | Packet data network voice call quality monitoring |
SE517567C2 (en) * | 1997-03-11 | 2002-06-18 | Ericsson Telefon Ab L M | Directing incoming calls |
US6778652B2 (en) * | 1997-03-14 | 2004-08-17 | Itex, Inc. | Method and apparatus for establishing and facilitating a voice call connection from a client computer to a PSTN extension |
US6026087A (en) * | 1997-03-14 | 2000-02-15 | Efusion, Inc. | Method and apparatus for establishing a voice call to a PSTN extension for a networked client computer |
US6870827B1 (en) | 1997-03-19 | 2005-03-22 | Verizon Services Corp. | Voice call alternative routing through PSTN and internet networks |
US6292479B1 (en) | 1997-03-19 | 2001-09-18 | Bell Atlantic Network Services, Inc. | Transport of caller identification information through diverse communication networks |
US6134318A (en) * | 1997-03-19 | 2000-10-17 | At&T Corp | System and method for telemarketing through a hypertext network |
FI113431B (en) * | 1997-04-04 | 2004-04-15 | Nokia Corp | Method and apparatus for transmitting a service page in a communication system |
US7231035B2 (en) * | 1997-04-08 | 2007-06-12 | Walker Digital, Llc | Method and apparatus for entertaining callers in a queue |
US6163536A (en) * | 1997-06-11 | 2000-12-19 | International Business Machines Corporation | Communication system including a client controlled gateway for concurrent voice/data messaging with a data server |
US20010054064A1 (en) * | 1997-07-02 | 2001-12-20 | Pallipuram V. Kannan | Method system and computer program product for providing customer service over the world-wide web |
US6385195B2 (en) | 1997-07-21 | 2002-05-07 | Telefonaktiebolaget L M Ericsson (Publ) | Enhanced interworking function for interfacing digital cellular voice and fax protocols and internet protocols |
US6192050B1 (en) * | 1997-08-29 | 2001-02-20 | Nortel Networks Limited | Method and apparatus for inquiry response via internet |
US6188673B1 (en) | 1997-09-02 | 2001-02-13 | Avaya Technology Corp. | Using web page hit statistics to anticipate call center traffic |
US6393015B1 (en) * | 1997-09-12 | 2002-05-21 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for automatic network connection between a small business and a client |
US6711611B2 (en) | 1998-09-11 | 2004-03-23 | Genesis Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
US6985943B2 (en) | 1998-09-11 | 2006-01-10 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
US6134235A (en) | 1997-10-08 | 2000-10-17 | At&T Corp. | Pots/packet bridge |
SE510954C2 (en) * | 1997-11-11 | 1999-07-12 | Ericsson Telefon Ab L M | Method and device for verification of voice port services |
USRE46528E1 (en) | 1997-11-14 | 2017-08-29 | Genesys Telecommunications Laboratories, Inc. | Implementation of call-center outbound dialing capability at a telephony network level |
US6493447B1 (en) * | 1997-11-21 | 2002-12-10 | Mci Communications Corporation | Contact server for call center for syncronizing simultaneous telephone calls and TCP/IP communications |
US6185288B1 (en) | 1997-12-18 | 2001-02-06 | Nortel Networks Limited | Multimedia call signalling system and method |
US6215784B1 (en) * | 1997-12-24 | 2001-04-10 | Nortel Networks Limited | Method and system for voice call completion using information retrieved from an open application on a computing machine |
US6937593B1 (en) * | 1997-12-31 | 2005-08-30 | Mci Communications Corporation | System and method for servicing calls originating via the internet |
DE69817527T2 (en) * | 1998-01-12 | 2004-08-05 | Alcatel | service activation |
CN2382173Y (en) * | 1998-01-26 | 2000-06-07 | 袁国栋 | Internet speeching converter |
DE19806187A1 (en) * | 1998-02-02 | 1999-08-05 | Mannesmann Ag | Methods and devices for establishing a voice channel leading over a public telephone network |
GB9802547D0 (en) | 1998-02-05 | 1998-04-01 | British Telecomm | Call centre |
US7907598B2 (en) | 1998-02-17 | 2011-03-15 | Genesys Telecommunication Laboratories, Inc. | Method for implementing and executing communication center routing strategies represented in extensible markup language |
US6332154B2 (en) | 1998-09-11 | 2001-12-18 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
US6418146B1 (en) * | 1999-12-10 | 2002-07-09 | Genesys Telecommunications Laboratories, Inc. | Integrated communication center functionality for WAP devices |
US6353614B1 (en) | 1998-03-05 | 2002-03-05 | 3Com Corporation | Method and protocol for distributed network address translation |
US6879674B2 (en) * | 1998-04-09 | 2005-04-12 | Cim Ltd. | System and method for providing an automatic telephone call back to a telephone line being used to access a computer network |
US6449260B1 (en) * | 1998-05-01 | 2002-09-10 | Siemens Information And Communication Networks, Inc. | Multimedia automatic call distribution system |
GB2337399A (en) | 1998-05-11 | 1999-11-17 | Ibm | Computer E-mail with telephony support |
SE521263C2 (en) * | 1998-06-22 | 2003-10-14 | Ericsson Telefon Ab L M | Device and method for establishing connection between a first and second subscriber by means of a public register |
DE19830007A1 (en) * | 1998-06-24 | 1999-12-30 | Deutsche Telekom Ag | Method of operating a global virtual call center worldwide via Internet |
US6411615B1 (en) * | 1998-09-03 | 2002-06-25 | Genesys Telecommunications Laboratories, Inc. | Embedded web phone module |
USRE46153E1 (en) | 1998-09-11 | 2016-09-20 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment |
US7120141B2 (en) | 1998-09-24 | 2006-10-10 | Genesys Telecommunications Laboratories, Inc. | Integrating SIP control messaging into existing communication center routing infrastructure |
US6389007B1 (en) * | 1998-09-24 | 2002-05-14 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing integrated routing for PSTN and IPNT calls in a call center |
US6958994B2 (en) | 1998-09-24 | 2005-10-25 | Genesys Telecommunications Laboratories, Inc. | Call transfer using session initiation protocol (SIP) |
US7302051B1 (en) | 1998-09-28 | 2007-11-27 | Aspect Software, Inc. | System and method for providing an automatic telephone call back from information provided at a data terminal |
US6446127B1 (en) | 1998-10-30 | 2002-09-03 | 3Com Corporation | System and method for providing user mobility services on a telephony network |
US6584490B1 (en) | 1998-10-30 | 2003-06-24 | 3Com Corporation | System and method for providing call-handling services on a data network telephone system |
EP1001597A3 (en) * | 1998-11-10 | 2003-09-03 | International Business Machines Corporation | Method and system for reducing telephone costs for calls to service providers |
US6430276B1 (en) | 1998-11-18 | 2002-08-06 | Hewlett-Packard Company | Telecommunications system and method providing generic network access service |
US6456699B1 (en) * | 1998-11-30 | 2002-09-24 | At&T Corp. | Web-based generation of telephony-based interactive voice response applications |
US6304653B1 (en) * | 1998-12-04 | 2001-10-16 | At&T Corp. | Method and apparatus for intelligent data network call setup |
US6339644B1 (en) | 1998-12-04 | 2002-01-15 | At&T Corp. | Method and apparatus for intelligent data network call spawning system |
US6377944B1 (en) * | 1998-12-11 | 2002-04-23 | Avaya Technology Corp. | Web response unit including computer network based communication |
US6665395B1 (en) | 1998-12-11 | 2003-12-16 | Avaya Technology Corp. | Automatic call distribution system using computer network-based communication |
AU2446400A (en) * | 1999-02-04 | 2000-08-25 | Roundpoint, Inc. | Telephonic connection support for internet browser |
CA2299249A1 (en) * | 1999-03-01 | 2000-09-01 | Darryl Hymel | Acd multimedia customer contact routing with delay announcements |
US6990524B1 (en) | 1999-03-01 | 2006-01-24 | Rockwell Electronic Commerce Technologies, Llc | ACD multimedia customer contact routing with delay announcements |
US6707811B2 (en) | 1999-03-19 | 2004-03-16 | Estara, Inc. | Internet telephony for ecommerce |
WO2000057621A1 (en) | 1999-03-19 | 2000-09-28 | Estara, Inc. | Public web phone system |
US6223165B1 (en) | 1999-03-22 | 2001-04-24 | Keen.Com, Incorporated | Method and apparatus to connect consumer to expert |
US7103167B2 (en) | 2002-05-20 | 2006-09-05 | Callwave, Inc. | Systems and methods for call screening |
US7822188B1 (en) | 1999-04-01 | 2010-10-26 | Callwave, Inc. | Methods and apparatus for providing expanded telecommunications service |
US6747970B1 (en) | 1999-04-29 | 2004-06-08 | Christopher H. Lamb | Methods and apparatus for providing communications services between connectionless and connection-oriented networks |
US6535506B1 (en) | 1999-05-11 | 2003-03-18 | Click Interconnect, Inc. | Method and apparatus for establishing communications with a remote node on a switched network based on hypertext calling received from a packet network |
US6744864B1 (en) * | 1999-05-18 | 2004-06-01 | Sandstorm Enterprises, Inc. | Adaptive dialing system and method |
US7359960B1 (en) | 1999-07-20 | 2008-04-15 | Net2Phone, Inc. | Telecommunications control system using data interchange |
WO2001006387A1 (en) * | 1999-07-20 | 2001-01-25 | Net2Phone | Telecommunications control system using data interchange |
US6771766B1 (en) * | 1999-08-31 | 2004-08-03 | Verizon Services Corp. | Methods and apparatus for providing live agent assistance |
US6603844B1 (en) * | 1999-08-31 | 2003-08-05 | Avaya Technology Corp. | Advertised ring back in a telecommunication switching system |
US7062465B1 (en) | 1999-08-31 | 2006-06-13 | Verizon Services Corp. | Methods and apparatus for providing agent controlled synchronized browsing at a terminal |
US6771891B1 (en) * | 1999-09-03 | 2004-08-03 | Samsung Electronics Co., Ltd. | Apparatus and method for recording/reproducing moving picture and recording medium |
KR100657241B1 (en) | 1999-09-03 | 2006-12-18 | 삼성전자주식회사 | Recording/reproducing apparatus and method for moving picture, and recording medium |
US6901431B1 (en) * | 1999-09-03 | 2005-05-31 | Cisco Technology, Inc. | Application server providing personalized voice enabled web application services using extensible markup language documents |
US7092509B1 (en) | 1999-09-21 | 2006-08-15 | Microlog Corporation | Contact center system capable of handling multiple media types of contacts and method for using the same |
US6744759B1 (en) | 1999-09-27 | 2004-06-01 | 3Com Corporation | System and method for providing user-configured telephone service in a data network telephony system |
US6857072B1 (en) | 1999-09-27 | 2005-02-15 | 3Com Corporation | System and method for enabling encryption/authentication of a telephony network |
US6795429B1 (en) | 1999-09-27 | 2004-09-21 | 3Com Corporation | System and method for associating notes with a portable information device on a network telephony call |
US6937699B1 (en) * | 1999-09-27 | 2005-08-30 | 3Com Corporation | System and method for advertising using data network telephone connections |
US6681252B1 (en) | 1999-09-27 | 2004-01-20 | 3Com Corporation | System and method for interconnecting portable information devices through a network based telecommunication system |
US7016675B1 (en) | 1999-09-27 | 2006-03-21 | 3Com Corporation | System and method for controlling telephone service using a wireless personal information device |
US6973091B1 (en) | 1999-10-04 | 2005-12-06 | Hester Rex R | Enabling quality voice communications from web page call control |
US20020010608A1 (en) | 1999-10-08 | 2002-01-24 | Scott Faber | System for provding services in real-time overthe internet |
US6775378B1 (en) | 1999-10-25 | 2004-08-10 | Concerto Software, Inc | Blended agent contact center |
US20030061354A1 (en) * | 1999-10-27 | 2003-03-27 | Hewlett-Packard Company & Intel Corporation | Delivery of call queue messages for calls launched from the internet |
US6832203B1 (en) | 1999-11-05 | 2004-12-14 | Cim, Ltd. | Skills based contact routing |
KR20000006846A (en) * | 1999-11-08 | 2000-02-07 | 노권형 | Method to provide portable terminal users with real time call services based on wireless internet bulletin board |
US6876991B1 (en) | 1999-11-08 | 2005-04-05 | Collaborative Decision Platforms, Llc. | System, method and computer program product for a collaborative decision platform |
US7929978B2 (en) | 1999-12-01 | 2011-04-19 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network |
US6741692B1 (en) * | 1999-12-17 | 2004-05-25 | Worldcom, Inc. | Method of and system for priority call processing based upon electronic mail status |
US6760429B1 (en) * | 1999-12-23 | 2004-07-06 | Nortel Networks Limited | Web based agent backed system that provides streaming multimedia support |
WO2001049015A1 (en) * | 1999-12-24 | 2001-07-05 | Siemens Ltd | A portable symbol |
KR20010063675A (en) * | 1999-12-24 | 2001-07-09 | 김재현 | Method of internet service linked with map |
US7257217B1 (en) * | 1999-12-27 | 2007-08-14 | Nortel Networks Limited | Call features for automatic call distribution system |
US6546083B1 (en) | 2000-01-04 | 2003-04-08 | Cisco Technology, Inc. | System and method for placing a telephone call |
WO2001054388A1 (en) | 2000-01-07 | 2001-07-26 | Ineto, Inc. | Customer communication service system |
KR100388777B1 (en) * | 2000-02-10 | 2003-06-25 | 아이티이 주식회사 | Method and system for target advertising using audio contents in the telecommunication network |
US6731630B1 (en) | 2000-02-29 | 2004-05-04 | 3Com Corporation | Flexible dial plan for a data network telephony system |
US6804224B1 (en) | 2000-02-29 | 2004-10-12 | 3Com Corporation | System and method for providing telephone service having private branch exchange features in a voice-over-data network telephony system |
US6856616B1 (en) | 2000-02-29 | 2005-02-15 | 3Com Corporation | System and method for providing service provider configurations for telephones using a central server in a data network telephony system |
US6650901B1 (en) | 2000-02-29 | 2003-11-18 | 3Com Corporation | System and method for providing user-configured telephone service in a data network telephony system |
US6775377B2 (en) | 2001-09-10 | 2004-08-10 | Knowlagent, Inc. | Method and system for delivery of individualized training to call center agents |
US7505921B1 (en) | 2000-03-03 | 2009-03-17 | Finali Corporation | System and method for optimizing a product configuration |
US6707906B1 (en) | 2000-03-13 | 2004-03-16 | Concerto Software, Inc. | Outbound calling system in a contact center |
US6470077B1 (en) * | 2000-03-13 | 2002-10-22 | Avaya Technology Corp. | Apparatus and method for storage and accelerated playback of voice samples in a call center |
JP2001265680A (en) * | 2000-03-15 | 2001-09-28 | Fujitsu Ltd | Device and method for managing session of plural media |
US6890252B2 (en) | 2000-05-01 | 2005-05-10 | Mingsheng Liu | Fume hood exhaust stack system |
US7324635B2 (en) | 2000-05-04 | 2008-01-29 | Telemaze Llc | Branch calling and caller ID based call routing telephone features |
US7043193B1 (en) | 2000-05-09 | 2006-05-09 | Knowlagent, Inc. | Versatile resource computer-based training system |
AU2001261341A1 (en) * | 2000-05-10 | 2001-11-20 | Plezecall, Inc. | System for enabling one-click telephone connections |
US7010610B1 (en) * | 2000-05-22 | 2006-03-07 | International Business Machines Corporation | Programmable agent workstation system and method |
US6922685B2 (en) | 2000-05-22 | 2005-07-26 | Mci, Inc. | Method and system for managing partitioned data resources |
US6973617B1 (en) * | 2000-05-24 | 2005-12-06 | Cisco Technology, Inc. | Apparatus and method for contacting a customer support line on customer's behalf and having a customer support representative contact the customer |
US20020053084A1 (en) * | 2000-06-01 | 2002-05-02 | Escobar George D. | Customized electronic program guide |
US7433459B2 (en) * | 2000-06-19 | 2008-10-07 | Verizon Services Corp. | Methods and apparatus for providing telephone support for internet sales |
US20020082938A1 (en) * | 2000-07-19 | 2002-06-27 | Dana Borger | Systems, methods and computer program products that facilitate and account for call-through advertising between advertisers and users of web-enabled telephone devices |
US6829233B1 (en) | 2000-07-26 | 2004-12-07 | At&T Corp. | Internet telephony with interactive information |
US6865540B1 (en) | 2000-08-09 | 2005-03-08 | Ingenio, Inc. | Method and apparatus for providing group calls via the internet |
US6778951B1 (en) | 2000-08-09 | 2004-08-17 | Concerto Software, Inc. | Information retrieval method with natural language interface |
US6754236B1 (en) * | 2000-10-03 | 2004-06-22 | Concerto Software, Inc. | System and method for dialing in a telephony system using a common channel signaling protocol in which the use of bearer channels is maximized |
US9819561B2 (en) | 2000-10-26 | 2017-11-14 | Liveperson, Inc. | System and methods for facilitating object assignments |
US8868448B2 (en) | 2000-10-26 | 2014-10-21 | Liveperson, Inc. | Systems and methods to facilitate selling of products and services |
US6636590B1 (en) | 2000-10-30 | 2003-10-21 | Ingenio, Inc. | Apparatus and method for specifying and obtaining services through voice commands |
US7542936B1 (en) * | 2000-11-02 | 2009-06-02 | Utbk, Inc. | Method, apparatus and system for marketing, delivering, and collecting payment for information |
EP1207674A3 (en) * | 2000-11-20 | 2003-11-19 | Incas Ag | Method, computer system and computer program for managing incoming and outgoing communications processes |
US20020116497A1 (en) * | 2000-12-07 | 2002-08-22 | Tung Berkat S. | Method for managing PC to PC audio communications |
US20020085699A1 (en) * | 2000-12-28 | 2002-07-04 | Sullivan Brian Patrick | Internet voice call back using call originating management technology |
US20030002651A1 (en) * | 2000-12-29 | 2003-01-02 | Shires Glen E. | Data integration with interactive voice response systems |
US7289623B2 (en) | 2001-01-16 | 2007-10-30 | Utbk, Inc. | System and method for an online speaker patch-through |
US7075921B2 (en) | 2001-01-30 | 2006-07-11 | Estara, Inc. | Remote media control for voice over internet telephony and related applications |
US6914899B2 (en) | 2001-01-30 | 2005-07-05 | Estara, Inc. | Caller identification and voice/data synchronization for internet telephony and related applications |
US7319744B1 (en) * | 2001-01-31 | 2008-01-15 | Palmsource, Inc. | Unified messaging/call routing configuration using palmtop computer |
KR20020066893A (en) * | 2001-02-14 | 2002-08-21 | 주식회사데이콤 | An Escorted Browsing service method using ANI and DNIS |
US6546087B2 (en) * | 2001-02-16 | 2003-04-08 | Siemens Information & Communication Networks, Inc. | Method and system for enabling queue camp-on for skills-based routing |
US20020128906A1 (en) * | 2001-03-09 | 2002-09-12 | Stephen Belth | Marketing system |
US20020133402A1 (en) | 2001-03-13 | 2002-09-19 | Scott Faber | Apparatus and method for recruiting, communicating with, and paying participants of interactive advertising |
US6778660B2 (en) | 2001-04-06 | 2004-08-17 | Concerto Software, Inc. | Customer interaction system |
US7065203B1 (en) | 2001-05-07 | 2006-06-20 | Cisco Technology, Inc. | Method and system for managing call requests in a limited bandwidth environment |
US20020173300A1 (en) * | 2001-05-21 | 2002-11-21 | Yuri Shtivelman | Method and system for completing incomplete addressing data sent to a communication device |
US6704403B2 (en) | 2001-09-05 | 2004-03-09 | Ingenio, Inc. | Apparatus and method for ensuring a real-time connection between users and selected service provider using voice mail |
US7076048B2 (en) * | 2001-09-21 | 2006-07-11 | Matsushita Electric Industrial Co., Ltd. | Agent-based multimedia communication system that supports web telephony call model |
US7174010B2 (en) | 2001-11-05 | 2007-02-06 | Knowlagent, Inc. | System and method for increasing completion of training |
US7580850B2 (en) | 2001-12-14 | 2009-08-25 | Utbk, Inc. | Apparatus and method for online advice customer relationship management |
US7937439B2 (en) | 2001-12-27 | 2011-05-03 | Utbk, Inc. | Apparatus and method for scheduling live advice communication with a selected service provider |
DE50203137D1 (en) * | 2002-03-11 | 2005-06-23 | Siemens Ag | Method and device for establishing a connection between a first and a second subscriber in a telecommunications network |
US6856673B1 (en) | 2002-03-13 | 2005-02-15 | At&T Corp. | Targeted advertising in a telephone dialing system |
US8170197B2 (en) * | 2002-03-15 | 2012-05-01 | Intellisist, Inc. | System and method for providing automated call center post-call processing |
US7292689B2 (en) | 2002-03-15 | 2007-11-06 | Intellisist, Inc. | System and method for providing a message-based communications infrastructure for automated call center operation |
US8068595B2 (en) | 2002-03-15 | 2011-11-29 | Intellisist, Inc. | System and method for providing a multi-modal communications infrastructure for automated call center operation |
US7251316B2 (en) * | 2002-04-11 | 2007-07-31 | Fuji Xerox Co., Ltd. | Methods and systems for enabling conversations about task-centric physical objects |
EP1355475B1 (en) * | 2002-04-18 | 2005-12-21 | Siemens Aktiengesellschaft | Enhancing of web pages with new functionality for web-based services |
WO2003094431A2 (en) * | 2002-04-30 | 2003-11-13 | Web.De Ag | Signaling protocol |
US20040221064A1 (en) * | 2003-04-30 | 2004-11-04 | Web.De Ag | Multinet session management |
EP1398933A1 (en) * | 2002-09-11 | 2004-03-17 | Web. De AG | Client-server secured signaling protocol |
EP1398932A1 (en) * | 2002-09-11 | 2004-03-17 | Web. De AG | Multinet session magagement |
US7027585B2 (en) * | 2002-05-28 | 2006-04-11 | Rockwell Electronic Commerce Technologies, Llc | Web callback through multimedia devices |
US6970547B2 (en) | 2003-05-12 | 2005-11-29 | Onstate Communications Corporation | Universal state-aware communications |
US7359498B2 (en) * | 2003-06-12 | 2008-04-15 | Utbk, Inc. | Systems and methods for arranging a call |
US7698183B2 (en) | 2003-06-18 | 2010-04-13 | Utbk, Inc. | Method and apparatus for prioritizing a listing of information providers |
US7158628B2 (en) | 2003-08-20 | 2007-01-02 | Knowlagent, Inc. | Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state |
US7886009B2 (en) | 2003-08-22 | 2011-02-08 | Utbk, Inc. | Gate keeper |
US8027878B2 (en) | 2003-10-06 | 2011-09-27 | Utbk, Inc. | Method and apparatus to compensate demand partners in a pay-per-call performance based advertising system |
US7428497B2 (en) | 2003-10-06 | 2008-09-23 | Utbk, Inc. | Methods and apparatuses for pay-per-call advertising in mobile/wireless applications |
US8121898B2 (en) | 2003-10-06 | 2012-02-21 | Utbk, Inc. | Methods and apparatuses for geographic area selections in pay-per-call advertisement |
US8024224B2 (en) | 2004-03-10 | 2011-09-20 | Utbk, Inc. | Method and apparatus to provide pay-per-call advertising and billing |
US9984377B2 (en) | 2003-10-06 | 2018-05-29 | Yellowpages.Com Llc | System and method for providing advertisement |
US9105032B2 (en) | 2007-05-03 | 2015-08-11 | Yellowpages.Com Llc | Systems and methods to provide advertisements for real time communications |
US7366683B2 (en) | 2003-10-06 | 2008-04-29 | Utbk, Inc. | Methods and apparatuses for offline selection of pay-per-call advertisers |
US7424442B2 (en) | 2004-05-04 | 2008-09-09 | Utbk, Inc. | Method and apparatus to allocate and recycle telephone numbers in a call-tracking system |
US7417981B2 (en) | 2003-10-15 | 2008-08-26 | Vonage Holdings Corp. | Method and apparatus for enhanced Internet Telephony |
US7386111B2 (en) | 2004-02-10 | 2008-06-10 | Vonage Network Inc. | Method and apparatus for placing a long distance call based on a virtual phone number |
GB0409092D0 (en) * | 2004-04-23 | 2004-05-26 | British Telecomm | Computer-telephony integration |
US7620159B2 (en) * | 2004-05-12 | 2009-11-17 | AT&T Intellectual I, L.P. | System, method and software for transitioning between speech-enabled applications using action-object matrices |
US8379825B2 (en) * | 2004-06-14 | 2013-02-19 | Alcatel Lucent | System and method for establishing PSTN calls via an IP request |
US7284192B2 (en) * | 2004-06-24 | 2007-10-16 | Avaya Technology Corp. | Architecture for ink annotations on web documents |
US7813489B2 (en) * | 2004-06-30 | 2010-10-12 | Aspect Software, Inc. | System and method for minimizing queue callback faults |
US8539034B2 (en) * | 2004-07-29 | 2013-09-17 | Aspect Software, Inc. | System and method for bulk data messaging |
US7933628B2 (en) * | 2004-08-18 | 2011-04-26 | Ruckus Wireless, Inc. | Transmission and reception parameter control |
US7652632B2 (en) * | 2004-08-18 | 2010-01-26 | Ruckus Wireless, Inc. | Multiband omnidirectional planar antenna apparatus with selectable elements |
US7880683B2 (en) * | 2004-08-18 | 2011-02-01 | Ruckus Wireless, Inc. | Antennas with polarization diversity |
US8031129B2 (en) | 2004-08-18 | 2011-10-04 | Ruckus Wireless, Inc. | Dual band dual polarization antenna array |
US7965252B2 (en) * | 2004-08-18 | 2011-06-21 | Ruckus Wireless, Inc. | Dual polarization antenna array with increased wireless coverage |
US7498996B2 (en) * | 2004-08-18 | 2009-03-03 | Ruckus Wireless, Inc. | Antennas with polarization diversity |
US7362280B2 (en) * | 2004-08-18 | 2008-04-22 | Ruckus Wireless, Inc. | System and method for a minimized antenna apparatus with selectable elements |
US7899497B2 (en) * | 2004-08-18 | 2011-03-01 | Ruckus Wireless, Inc. | System and method for transmission parameter control for an antenna apparatus with selectable elements |
US7193562B2 (en) * | 2004-11-22 | 2007-03-20 | Ruckus Wireless, Inc. | Circuit board having a peripheral antenna apparatus with selectable antenna elements |
US7508816B1 (en) | 2004-09-01 | 2009-03-24 | Sprint Spectrum L.P. | Method and system for making a PSTN call via the internet |
US20060095320A1 (en) * | 2004-11-03 | 2006-05-04 | Jones Lisa S | System and method of electronic advertisement and commerce |
US9240868B2 (en) | 2004-11-05 | 2016-01-19 | Ruckus Wireless, Inc. | Increasing reliable data throughput in a wireless network |
US7505447B2 (en) | 2004-11-05 | 2009-03-17 | Ruckus Wireless, Inc. | Systems and methods for improved data throughput in communications networks |
US8619662B2 (en) * | 2004-11-05 | 2013-12-31 | Ruckus Wireless, Inc. | Unicast to multicast conversion |
US8638708B2 (en) * | 2004-11-05 | 2014-01-28 | Ruckus Wireless, Inc. | MAC based mapping in IP based communications |
CN1934750B (en) * | 2004-11-22 | 2012-07-18 | 鲁库斯无线公司 | Circuit board having a peripheral antenna apparatus with selectable antenna elements |
US7358912B1 (en) * | 2005-06-24 | 2008-04-15 | Ruckus Wireless, Inc. | Coverage antenna apparatus with selectable horizontal and vertical polarization elements |
US8792414B2 (en) * | 2005-07-26 | 2014-07-29 | Ruckus Wireless, Inc. | Coverage enhancement using dynamic antennas |
US7646343B2 (en) * | 2005-06-24 | 2010-01-12 | Ruckus Wireless, Inc. | Multiple-input multiple-output wireless antennas |
US8538768B2 (en) | 2005-02-16 | 2013-09-17 | Ingenio Llc | Methods and apparatuses for delivery of advice to mobile/wireless devices |
US9202219B2 (en) | 2005-02-16 | 2015-12-01 | Yellowpages.Com Llc | System and method to merge pay-for-performance advertising models |
US20070174124A1 (en) * | 2005-02-25 | 2007-07-26 | Utbk, Inc. | Methods and Apparatuses for Prioritizing Featured Listings |
US7979308B2 (en) | 2005-03-03 | 2011-07-12 | Utbk, Inc. | Methods and apparatuses for sorting lists for presentation |
US20060210036A1 (en) | 2005-03-16 | 2006-09-21 | Jeffrey Citron | System for effecting a telephone call over a computer network without alphanumeric keypad operation |
US8683044B2 (en) * | 2005-03-16 | 2014-03-25 | Vonage Network Llc | Third party call control application program interface |
EP1703713A1 (en) * | 2005-03-18 | 2006-09-20 | BRITISH TELECOMMUNICATIONS public limited company | Callback system for mobile terminals |
US8855107B1 (en) | 2005-07-01 | 2014-10-07 | Callwave Communications, Llc | Methods and systems for call routing via a telephone number |
US9432468B2 (en) | 2005-09-14 | 2016-08-30 | Liveperson, Inc. | System and method for design and dynamic generation of a web page |
US8738732B2 (en) | 2005-09-14 | 2014-05-27 | Liveperson, Inc. | System and method for performing follow up based on user interactions |
US8599832B2 (en) | 2005-09-28 | 2013-12-03 | Ingenio Llc | Methods and apparatuses to connect people for real time communications via voice over internet protocol (VOIP) |
US8761154B2 (en) | 2005-09-28 | 2014-06-24 | Ebbe Altberg | Methods and apparatuses to access advertisements through voice over internet protocol (VoIP) applications |
US20070116239A1 (en) * | 2005-10-11 | 2007-05-24 | Yaniv Jacobi | Method and system for providing telephone communications between a website visitor and a live agent |
US20070116238A1 (en) * | 2005-10-11 | 2007-05-24 | Yaniv Jacobi | Method and system for on-line trading |
CN101361356A (en) | 2005-11-09 | 2009-02-04 | 沃纳格控股公司 | Method and system for customized caller identification |
CN101322346A (en) | 2005-12-01 | 2008-12-10 | 鲁库斯无线公司 | On-demand services by wireless base station virtualization |
US9008075B2 (en) | 2005-12-22 | 2015-04-14 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
US20070165804A1 (en) * | 2006-01-10 | 2007-07-19 | Utbk, Inc. | Systems and Methods to Convert a Free Call to a Fee-Based Call |
US7720091B2 (en) | 2006-01-10 | 2010-05-18 | Utbk, Inc. | Systems and methods to arrange call back |
US8125931B2 (en) | 2006-01-10 | 2012-02-28 | Utbk, Inc. | Systems and methods to provide availability indication |
US20070189520A1 (en) * | 2006-01-10 | 2007-08-16 | Utbk, Inc. | Systems and Methods to Facilitate Transition from Communication to Commerce |
US8437256B2 (en) | 2006-01-10 | 2013-05-07 | Utbk, Llc | Systems and methods to provide communication connections |
US9197479B2 (en) | 2006-01-10 | 2015-11-24 | Yellowpages.Com Llc | Systems and methods to manage a queue of people requesting real time communication connections |
US20070174187A1 (en) * | 2006-01-10 | 2007-07-26 | Utbk, Inc. | Systems and methods to process payment |
US8185437B2 (en) | 2007-07-12 | 2012-05-22 | Utbk, Inc. | Systems and methods to provide communication connections via partners |
US8917717B2 (en) | 2007-02-13 | 2014-12-23 | Vonage Network Llc | Method and system for multi-modal communications |
US7693176B2 (en) | 2006-02-27 | 2010-04-06 | Vonage Network Llc | Method and system for bidirectional data transfer |
US7599861B2 (en) | 2006-03-02 | 2009-10-06 | Convergys Customer Management Group, Inc. | System and method for closed loop decisionmaking in an automated care system |
GB2436181B (en) * | 2006-03-13 | 2010-10-20 | Ecom Call Ltd | Call connection system |
US9071583B2 (en) * | 2006-04-24 | 2015-06-30 | Ruckus Wireless, Inc. | Provisioned configuration for automatic wireless connection |
WO2007127120A2 (en) * | 2006-04-24 | 2007-11-08 | Ruckus Wireless, Inc. | Dynamic authentication in secured wireless networks |
US7639106B2 (en) * | 2006-04-28 | 2009-12-29 | Ruckus Wireless, Inc. | PIN diode network for multiband RF coupling |
US8379830B1 (en) | 2006-05-22 | 2013-02-19 | Convergys Customer Management Delaware Llc | System and method for automated customer service with contingent live interaction |
US7809663B1 (en) | 2006-05-22 | 2010-10-05 | Convergys Cmg Utah, Inc. | System and method for supporting the utilization of machine language |
US20070293178A1 (en) * | 2006-05-23 | 2007-12-20 | Darin Milton | Antenna Control |
US8670725B2 (en) * | 2006-08-18 | 2014-03-11 | Ruckus Wireless, Inc. | Closed-loop automatic channel selection |
US8003024B2 (en) | 2006-09-18 | 2011-08-23 | Coopervision International Holding Company, Lp | Polyolefin contact lens molds and uses thereof |
US8548447B1 (en) | 2006-10-06 | 2013-10-01 | Callwave Communications, Llc | Methods and systems for blocking unwanted telecommunications |
US9317855B2 (en) | 2006-10-24 | 2016-04-19 | Yellowpages.Com Llc | Systems and methods to provide voice connections via local telephone numbers |
US20080168128A1 (en) * | 2006-12-29 | 2008-07-10 | Tobias Young | System for providing immediate assistance in an electronic trading system |
US8451825B2 (en) | 2007-02-22 | 2013-05-28 | Utbk, Llc | Systems and methods to confirm initiation of a callback |
US8150003B1 (en) | 2007-01-23 | 2012-04-03 | Avaya Inc. | Caller initiated undivert from voicemail |
US8837710B2 (en) * | 2007-02-08 | 2014-09-16 | Yp Interactive Llc | Systems and methods to facilitate searches |
US9209984B2 (en) * | 2007-02-08 | 2015-12-08 | Yellowpages.Com Llc | Systems and methods to facilitate communications |
US8452655B2 (en) | 2007-04-10 | 2013-05-28 | Utbk, Llc | Systems and methods to facilitate real time communications and commerce via a social network |
US20080263446A1 (en) * | 2007-04-20 | 2008-10-23 | Utbk, Inc. | Methods and Systems to Connect People to Services via Virtual Reality |
US20080263459A1 (en) * | 2007-04-20 | 2008-10-23 | Utbk, Inc. | Methods and Systems to Determine Availability for Real Time Communications via Virtual Reality |
US8396054B2 (en) | 2007-05-03 | 2013-03-12 | Utbk, Llc | Systems and methods to facilitate searches of communication references |
US8320368B2 (en) | 2007-06-18 | 2012-11-27 | Utbk, Inc. | Systems and methods to provide communication references based on recommendations to connect people for real time communications |
US8681952B2 (en) * | 2007-06-18 | 2014-03-25 | Ingenio Llc | Systems and methods to selectively provide telephonic connections |
US8532276B2 (en) | 2007-06-26 | 2013-09-10 | Ingenio Llc | Systems and methods to provide telephonic connections via concurrent calls |
US8280018B2 (en) | 2007-07-06 | 2012-10-02 | Utbk, Inc. | Systems and methods to provide information via connections for real time communications between people |
US8547899B2 (en) | 2007-07-28 | 2013-10-01 | Ruckus Wireless, Inc. | Wireless network throughput enhancement through channel aware scheduling |
US20090037309A1 (en) * | 2007-07-31 | 2009-02-05 | Utbk, Inc. | Systems and Methods to Convert a Real Time Communication Connection |
US8295465B2 (en) | 2007-09-25 | 2012-10-23 | Utbk, Inc. | Systems and methods to connect members of a social network for real time communication |
US9386151B2 (en) | 2007-11-23 | 2016-07-05 | Foncloud, Inc. | System and method for replacing hold-time with a call-back in a contact center environment |
US8908847B2 (en) | 2007-11-23 | 2014-12-09 | Foncloud, Inc. | System and method for deep dialing phone systems |
US20090144068A1 (en) * | 2007-11-30 | 2009-06-04 | Utbk, Inc. | Methods and Apparatuses to Provide Connections for Real Time Communications |
US8355343B2 (en) * | 2008-01-11 | 2013-01-15 | Ruckus Wireless, Inc. | Determining associations in a mesh network |
AU2009267783A1 (en) * | 2008-06-16 | 2010-01-14 | Azurn International Ltd | Communications process and apparatus |
US8762313B2 (en) | 2008-07-25 | 2014-06-24 | Liveperson, Inc. | Method and system for creating a predictive model for targeting web-page to a surfer |
US8799200B2 (en) | 2008-07-25 | 2014-08-05 | Liveperson, Inc. | Method and system for creating a predictive model for targeting webpage to a surfer |
US8805844B2 (en) | 2008-08-04 | 2014-08-12 | Liveperson, Inc. | Expert search |
US9892417B2 (en) | 2008-10-29 | 2018-02-13 | Liveperson, Inc. | System and method for applying tracing tools for network locations |
US8217843B2 (en) * | 2009-03-13 | 2012-07-10 | Ruckus Wireless, Inc. | Adjustment of radiation patterns utilizing a position sensor |
US9578474B2 (en) | 2009-04-06 | 2017-02-21 | Wendell D. Brown | Method and apparatus for content presentation in association with a telephone call |
US10198741B2 (en) | 2009-04-06 | 2019-02-05 | Wendell D. Brown | Method and apparatus for content presentation in association with a communication connection |
US8660247B1 (en) * | 2009-04-06 | 2014-02-25 | Wendell Brown | Method and apparatus for content presentation in association with a telephone call |
US9667810B1 (en) | 2009-04-06 | 2017-05-30 | Wendell D. Brown | Method and apparatus for content presentation in association with a telephone call |
US9838541B2 (en) | 2009-04-06 | 2017-12-05 | Wendell D. Brown | Method and apparatus for content presentation in association with a communication connection |
US8698675B2 (en) | 2009-05-12 | 2014-04-15 | Ruckus Wireless, Inc. | Mountable antenna elements for dual band antenna |
US8238538B2 (en) | 2009-05-28 | 2012-08-07 | Comcast Cable Communications, Llc | Stateful home phone service |
EP2350863B1 (en) | 2009-11-16 | 2015-08-26 | Ruckus Wireless, Inc. | Establishing a mesh network with wired and wireless links |
US9979626B2 (en) | 2009-11-16 | 2018-05-22 | Ruckus Wireless, Inc. | Establishing a mesh network with wired and wireless links |
WO2011127049A1 (en) | 2010-04-07 | 2011-10-13 | Liveperson, Inc. | System and method for dynamically enabling customized web content and applications |
US8638913B2 (en) * | 2010-05-27 | 2014-01-28 | Ringcentral, Inc. | System and method for accessing a visual phone menu |
KR101737827B1 (en) * | 2010-09-01 | 2017-05-19 | 삼성전자 주식회사 | Method and apparatus for operating call function of portable terminal |
US8918465B2 (en) | 2010-12-14 | 2014-12-23 | Liveperson, Inc. | Authentication of service requests initiated from a social networking site |
US9350598B2 (en) | 2010-12-14 | 2016-05-24 | Liveperson, Inc. | Authentication of service requests using a communications initiation feature |
GB2487392B (en) * | 2011-01-19 | 2015-03-18 | Bank Of America | System for improving the efficiency of a cellular gateway |
US9992334B2 (en) * | 2011-10-13 | 2018-06-05 | Nuance Communications, Inc. | Multi-modal customer care system |
US8943002B2 (en) | 2012-02-10 | 2015-01-27 | Liveperson, Inc. | Analytics driven engagement |
US8805941B2 (en) | 2012-03-06 | 2014-08-12 | Liveperson, Inc. | Occasionally-connected computing interface |
US9563336B2 (en) | 2012-04-26 | 2017-02-07 | Liveperson, Inc. | Dynamic user interface customization |
US9672196B2 (en) | 2012-05-15 | 2017-06-06 | Liveperson, Inc. | Methods and systems for presenting specialized content using campaign metrics |
US9570799B2 (en) | 2012-09-07 | 2017-02-14 | Ruckus Wireless, Inc. | Multiband monopole antenna apparatus with ground plane aperture |
US10296968B2 (en) | 2012-12-07 | 2019-05-21 | United Parcel Service Of America, Inc. | Website augmentation including conversion of regional content |
US8855285B1 (en) | 2013-03-14 | 2014-10-07 | Speek Inc. | Systems and methods for conference calling using personal URL |
US10230161B2 (en) | 2013-03-15 | 2019-03-12 | Arris Enterprises Llc | Low-band reflector for dual band directional antenna |
US9742916B1 (en) * | 2013-12-19 | 2017-08-22 | Amazon Technologies, Inc. | Customer service agent to customer connection |
US8995627B1 (en) | 2014-03-31 | 2015-03-31 | Ringcentral, Inc. | System and method for providing access to a visual phone menu |
US11386442B2 (en) | 2014-03-31 | 2022-07-12 | Liveperson, Inc. | Online behavioral predictor |
US9965466B2 (en) | 2014-07-16 | 2018-05-08 | United Parcel Service Of America, Inc. | Language content translation |
WO2016196806A1 (en) | 2015-06-02 | 2016-12-08 | Liveperson, Inc. | Dynamic communication routing based on consistency weighting and routing rules |
EP3497560B1 (en) | 2016-08-14 | 2022-11-02 | Liveperson, Inc. | Systems and methods for real-time remote control of mobile applications |
WO2018167686A1 (en) | 2017-03-16 | 2018-09-20 | Awasthi Anand Purnanand | A system for establishing communication |
Family Cites Families (46)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US4313036A (en) * | 1980-02-19 | 1982-01-26 | Rolm Corporation | Distributed CBX system employing packet network |
US4653090A (en) | 1985-12-16 | 1987-03-24 | American Telephone & Telegraph (At&T) | Graphics based call management |
US4837798A (en) * | 1986-06-02 | 1989-06-06 | American Telephone And Telegraph Company | Communication system having unified messaging |
US4809272A (en) * | 1986-09-22 | 1989-02-28 | Rockwell International Corporation | Telephone switching system with voice detection and answer supervision |
US4788682A (en) * | 1986-09-23 | 1988-11-29 | Northern Telecom Limited | Telephone system adapted to telemarketing |
US4930152A (en) | 1988-08-31 | 1990-05-29 | Bell Communications Research, Inc. | Call return telephone service |
US4866758A (en) | 1988-10-31 | 1989-09-12 | American Telephone And Telegraph Company | Phone management server for use with a personal computer LAN |
US5029200A (en) * | 1989-05-02 | 1991-07-02 | At&T Bell Laboratories | Voice message system using synthetic speech |
US5040208A (en) | 1989-11-03 | 1991-08-13 | International Business Machines Corporation | Coordinated voice and data display having temporary storage of transaction data |
US4969185A (en) * | 1989-12-29 | 1990-11-06 | At&T Bell Laboratories | Automated booking of telecommunications calls |
US5155761A (en) | 1990-01-26 | 1992-10-13 | Intervoice, Inc. | Automatic call back system and method of operation |
US5027387A (en) * | 1990-02-26 | 1991-06-25 | Moll Edward W | Reverse direction calling system |
US5181236A (en) | 1990-09-25 | 1993-01-19 | Rockwell International Corporation | Automatic call returning method for call distributor with message record capability |
US5365577A (en) * | 1990-09-27 | 1994-11-15 | Radish Communications Systems, Inc. | Telecommunication display system |
US5473676A (en) * | 1990-09-27 | 1995-12-05 | Radish Communications Systems, Inc. | Telephone handset interface for automatic switching between voice and data communications |
US5206903A (en) * | 1990-12-26 | 1993-04-27 | At&T Bell Laboratories | Automatic call distribution based on matching required skills with agents skills |
US5185782A (en) | 1991-02-08 | 1993-02-09 | A&T Bell Laboratories | ACD arrangement for automatically returning a call at a time specified by the original caller |
US5448626A (en) * | 1991-03-05 | 1995-09-05 | Nippon Steel Corporation | Facsimile mail system having means for storing facsimile signals and telephone signals |
US5323445A (en) | 1991-03-07 | 1994-06-21 | Mitsubishi Denki Kabushiki Kaisha | Multi-location television conference system |
US5455903A (en) * | 1991-05-31 | 1995-10-03 | Edify Corp. | Object oriented customer information exchange system and method |
FR2677517A1 (en) | 1991-06-10 | 1992-12-11 | Sept | Method for automatic handshake and setting up of communications |
US5268957A (en) | 1991-06-24 | 1993-12-07 | Rolm Company | Automatic call-back "camp-on" service for communication systems |
JPH0522457A (en) | 1991-07-09 | 1993-01-29 | Fujitsu Ltd | Telephone conference system with call function |
US5315647A (en) * | 1991-07-31 | 1994-05-24 | Teleos Communications, Inc. | Private branch exchange adapted for telemarketing |
US5311574A (en) | 1991-10-23 | 1994-05-10 | At&T Bell Laboratories | Automatic customer call back for automatic call distribution systems |
US5333266A (en) * | 1992-03-27 | 1994-07-26 | International Business Machines Corporation | Method and apparatus for message handling in computer systems |
US5392345A (en) * | 1993-04-30 | 1995-02-21 | At&T Corp. | Work at home ACD agent network |
US5428608A (en) * | 1993-12-30 | 1995-06-27 | At&T Corp. | Call connection technique |
US5425091A (en) | 1994-02-28 | 1995-06-13 | U S West Technologies, Inc. | Method and system for providing an automatic customer callback service |
US5826241A (en) * | 1994-09-16 | 1998-10-20 | First Virtual Holdings Incorporated | Computerized system for making payments and authenticating transactions over the internet |
US5715314A (en) * | 1994-10-24 | 1998-02-03 | Open Market, Inc. | Network sales system |
US5727163A (en) * | 1995-03-30 | 1998-03-10 | Amazon.Com, Inc. | Secure method for communicating credit card data when placing an order on a non-secure network |
US6463149B1 (en) * | 1995-04-10 | 2002-10-08 | Edify Corporation | Web page synchronization system and method |
US5764736A (en) * | 1995-07-20 | 1998-06-09 | National Semiconductor Corporation | Method for switching between a data communication session and a voice communication session |
US5884032A (en) * | 1995-09-25 | 1999-03-16 | The New Brunswick Telephone Company, Limited | System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent |
US6377576B1 (en) * | 1995-10-10 | 2002-04-23 | Intel Corporation | Telephone call setup procedure |
US6130933A (en) * | 1996-02-02 | 2000-10-10 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods for coordinating telephone and data communications |
US5661790A (en) * | 1995-11-03 | 1997-08-26 | Ericsson, Inc. | Call back service for a regulatory restrictive area |
US6192050B1 (en) * | 1997-08-29 | 2001-02-20 | Nortel Networks Limited | Method and apparatus for inquiry response via internet |
US6212268B1 (en) * | 1997-11-26 | 2001-04-03 | Sun Microsystems, Inc. | Pre-scheduled callback service |
US6944278B1 (en) * | 1997-11-26 | 2005-09-13 | Sun Microsystems, Inc. | Internet-activated callback service |
US6879674B2 (en) * | 1998-04-09 | 2005-04-12 | Cim Ltd. | System and method for providing an automatic telephone call back to a telephone line being used to access a computer network |
US6549612B2 (en) * | 1998-05-06 | 2003-04-15 | Telecommunications Premium Services, Inc. | Unified communication services via e-mail |
US6289373B1 (en) * | 1998-08-24 | 2001-09-11 | Rockwell Electronic Commerce Corp. | Method of processing E-mail in an automatic call distributor |
US6771766B1 (en) * | 1999-08-31 | 2004-08-03 | Verizon Services Corp. | Methods and apparatus for providing live agent assistance |
GB2373959B (en) * | 2001-03-28 | 2003-02-26 | 3Com Corp | Method and apparatus for telephone dialling using a network device |
-
1996
- 1996-04-02 CA CA002173304A patent/CA2173304C/en not_active Expired - Fee Related
- 1996-04-18 EP EP04011373A patent/EP1482705B1/en not_active Expired - Lifetime
- 1996-04-18 EP EP96106098A patent/EP0740445A3/en not_active Withdrawn
- 1996-04-18 DE DE69638116T patent/DE69638116D1/en not_active Expired - Fee Related
-
1998
- 1998-02-05 US US09/019,090 patent/US5991394A/en not_active Expired - Lifetime
-
1999
- 1999-09-20 US US09/399,528 patent/US6282284B1/en not_active Expired - Lifetime
-
2001
- 2001-07-20 US US09/910,160 patent/US6621899B2/en not_active Expired - Lifetime
-
2003
- 2003-09-11 US US10/659,809 patent/US7095840B2/en not_active Expired - Lifetime
Also Published As
Publication number | Publication date |
---|---|
EP1482705A3 (en) | 2005-09-14 |
EP0740445A2 (en) | 1996-10-30 |
EP1482705A2 (en) | 2004-12-01 |
US6282284B1 (en) | 2001-08-28 |
US20050074108A1 (en) | 2005-04-07 |
US5991394A (en) | 1999-11-23 |
EP0740445A3 (en) | 2000-12-06 |
EP1482705B1 (en) | 2010-01-13 |
US6621899B2 (en) | 2003-09-16 |
US7095840B2 (en) | 2006-08-22 |
DE69638116D1 (en) | 2010-03-04 |
US20020021797A1 (en) | 2002-02-21 |
CA2173304A1 (en) | 1996-10-22 |
Similar Documents
Publication | Publication Date | Title |
---|---|---|
CA2173304C (en) | Method and system for establishing voice communications using a computer network | |
US6259774B1 (en) | Apparatus and methods for coordinating telephone and data communications | |
US7756264B2 (en) | Method and apparatus for providing telephone support for internet sales | |
AU744661B2 (en) | Internet web site with audio interconnect and automatic call distributor | |
US6330243B1 (en) | System and method for providing an electronic chat session between a data terminal and an information provider at the request of an inquiring party input into the data terminal | |
US10075986B2 (en) | Method and apparatus for establishing communications with a remote node on a switched network based on hypertext calling received from a packet network | |
US6996603B1 (en) | Automatic desktop audio/video/data conferencing distributor | |
AU752548B2 (en) | Method of multi-media transaction processing | |
WO2000057294A1 (en) | Method and system for customer service using a packet switched network | |
US7197133B2 (en) | Information transfer to a call agent using a portal system | |
US6801620B2 (en) | Enhanced agent automatic call distribution control | |
GB2383492A (en) | Method and system for data field reuse in an ACD | |
KR20080097062A (en) | E-mail telemarketing service method and the system that have function to call | |
US20080021999A1 (en) | Remote expert screen pop via data message |
Legal Events
Date | Code | Title | Description |
---|---|---|---|
EEER | Examination request | ||
MKLA | Lapsed |