Wireless communication techniques

• US 20020025819A1
• Filed: 08/24/2001
• Published: 02/28/2002
• Est. Priority Date: 08/24/2000
• Status: Abandoned Application

• Current Assignee: Interactive Intelligence Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Interactive Intelligence Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Harris, Robert, Fuller, David, Brown, Donald E., Cetusic, Zoran
• Application Number:
  US09/939,081
• Publication Number:
  US 20020025819A1
• Time in Patent Office: Days
• US Class Current: 455/450
• CPC Class Codes: H04M 1/725 Cordless telephones user interfaces specially adapted therefor H04M1/724
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 3/42093 Notifying the calling party of information on the called or connected party
• CPC Class Codes: H04M 3/42365 Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
• CPC Class Codes: H04M 3/4931 Directory assistance systems
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/537 Arrangements for indicating the presence of a recorded message , whereby the presence information might include a preview or summary of the message
• CPC Class Codes: H04W 4/00 Services specially adapted for wireless communication networks; Facilities therefor
• CPC Class Codes: H04W 88/14 Backbone network devices

Abstract

A novel system is presented for providing computer telephony services to remote, mobile users. In one form, a server communicates wirelessly with a remote, mobile, personal communication subsystem that includes a wireless voice communication device and a wireless data communication device, through a voice channel and a data channel, respectively. Telephonic communications passing between the wireless voice communication device and the server are controlled by commands and/or informed by communications through the wireless data communication device. The voice channel may carry incoming and/or outgoing calls distributed by an ACD, the calls being accompanied by information transmitted through the data channel that might traditionally have been presented in a “screen pop” or other informational display. In another form, users of the subsystems request and/or receive updates through the data channel regarding the availability status of one or more other users of the system.

Claims

1. A system, comprising:

a private communication server maintaining availability information regarding a plurality of users;

a plurality of personal communication subsystems, each associated with a user in the plurality of users, and each in wireless communication with said server; and

a data channel between said server and a first one of said plurality of subsystems, the first one of said subsystems being associated with a first user;

wherein said server is configured

to communicate at least a portion of the availability information through said data channel to at least a first subsystem, and

to respond to command signals carried from the first subsystem to said server by said data channel.

2. The system of claim 1, wherein said server is further configured to communicate updates to the at least a portion of the availability information through said data channel at predetermined intervals.

3. The system of claim 1, wherein:

said command signals comprise a request for an update to the at least a portion of the availability information when the availability information changes for a second user in the plurality of users, and

said server is further configured to provide the requested update in response to said request.

4. The system of claim 3, wherein said server provides the update through said data channel.

5. The system of claim 4, wherein:

the request specifies a particular new status, and

the change is an update of the second user to the particular new status.

6. The system of claim 3, wherein said server provides the updates by establishing a voice connection between the first user and the second user through the voice channel when the availability information changes for a second user changes to a predetermined state.

7. The system of claim 6, wherein:

said first subsystem has a user interface; and

said request is generated by said first system in response to a single action in the user interface by the first user.

8. The system of claim 1, wherein the association between the first subsystem and the first user is made using a log-in procedure.

9. The system of claim 8, wherein the portion of the availability information accessible to the first subsystem is limited on the basis of the association with the first user.

10. The system of claim 9, wherein

the first user is associated with one or more organizations, and

the limiting allows access by the first user to availability information relating only to users in the plurality of users who are also associated with at least one of the one or more organizations.

11. The system of claim 8, wherein:

the first subsystem comprises a personal digital assistant; and

the log-in procedure is performed using the personal digital assistant.

12. The system of claim 1, wherein:

each subsystem in said plurality of subsystems comprises;

a wireless voice communication device coupled to a first wireless network; and

a wireless data communication device coupled to a second wireless network; and

said data channel connects said server and said wireless data communication device through the second wireless network.

13. The system of claim 1, further comprising a plurality of workstations in wired communication with said server, each associated with one or more users in the plurality of users.

15. The system of claim 14, wherein:

said first channel carries a telephone call; and

said second channel carries a command signal from the subsystem to effect a certain handling of the telephone call by said server.

16. The system of claim 15, wherein the handling is in the group of events consisting of call initiation, receipt, transfer, recording, and conferencing.

17. The system of claim 14, wherein:

said data signals comprise information from the group of facts consisting of company directory information, voice mail status of the first user, availability status of one or more system users, and company account information; and

said first channel carries a voice communication initiated using said information.

18. The system of claim 14, wherein:

said first channel carries an interaction between the first user and a voice mail system; and

said data signals comprise a voice mail command that affects the interaction.

19. The system of claim 18, wherein the voice mail command is selected from the group of voice mail controls consisting of listening to, selecting, deleting, replying to, and forwarding one or more voice mail messages.

20. The system of claim 14, wherein said data signals comprise:

a request from said subsystem for the availability status of one or more other persons who are in communication with said server; and

a first response from said server to said subsystem, said first response comprising signals that indicate at least a portion of the requested status information.

21. The system of claim 20, wherein said data signals further comprise a second response to said request, said second response being triggered by a change in the availability status of at least one of the one or more other persons.

22. The system of claim 14, wherein said data signals comprise:

a readable message; and

a command signal from said subsystem to said server, said command signal requesting that a particular process be applied to at least a portion of said readable message.

23. The system of claim 22, wherein

said command signal is a request for conversion of said readable message to speech;

and

said voice signals comprise a spoken version of said readable message.

24. The system of claim 22, wherein

said command signal is a request for a voice connection having one or more connection parameters;

and

said voice signals comprise the requested voice connection;

wherein said one or more connection parameters are present in said readable message.

25. The system of claim 24, wherein said one or more connection parameters comprise information selected from the group consisting of:

extension to which to connect, individual to which to connect, company to which to connect, voice mailbox to which to connect, and department to which to connect.

26. The system of claim 14, wherein

said first channel carries a web chat session;

and

said second channel carries a command signal from the subsystem to effect a certain handling of the web chat session.

28. The server of claim 27, wherein the wireless voice communication device is separate from the wireless data communication device.

29. The server of claim 27, wherein the wireless voice communication device is integrated with the wireless data communication device.

30. The server of claim 27, wherein the programming instructions are further executable by said processor to:

receive a control signal from the wireless data communication device of a first subsystem, to which a first voice communication has been routed;

respond to the control signal by acting upon the first voice communication.

31. The server of claim 30, wherein the acting is transferring the first voice communication.

32. The server of claim 30, wherein the acting is making the first voice communication into a conference call.

33. The server of claim 32, wherein

the switch selectively routes voice communications to a plurality of agents;

and

the conference call is with another agent.

34. The server of claim 27, wherein the wireless data communication device is a personal digital assistant.

35. The server of claim 27, wherein the programming instructions are further executable by said processor to:

maintain a first queue consisting of communication threads for receiving control signals from a plurality of wireless remote mobile communication subsystems; and

maintain a second queue consisting of processing threads for executing commands indicated by the control signals.

37. The system of claim 36, wherein

said first subsystem comprises a wireless data communication device, and

the status information and updated status information are communicated from said server to said wireless data communication device.

39. The system of claim 38, wherein said means for receiving data signals comprises a personal digital assistant.

14. A system, comprising:

a server; and

a personal communication subsystem comprising one or more wireless communication devices, said subsystem being in wireless communication with said server through at least a first channel and a second channel;

wherein said first channel provides for transmission of voice signals; and

said second channel provides for transmission of data signals.

27. A server, comprising a computer-readable medium and a processor in communication with a private switch and the computer-readable medium, said computer-readable medium being encoded with programming instructions executable by said processor to:

control the switch to selectively route voice communications to one or more agents, each agent having a wireless remote mobile communication subsystem comprising;

a wireless voice communication device; and

a wireless data communication device.

36. A communication system, comprising:

a server; and

a plurality of remote and mobile subsystems in communication with said server, said plurality of subsystems comprising

a first subsystem associated with a first user; and

a second subsystem associated with a second user;

wherein said server is operable to

provide availability status information regarding the second user to the first user;

accept a command signal from the first subsystem requesting updated status information regarding the second user; and

provide the updated status information.

38. A system, comprising:

a server controlled by an organization, said server in communication with a storage medium containing information specific to that organization and comprising

a private telephone switch coupled to the public switched telephone network; and

a connection to a publicly accessible computer network; and

at least one remote and mobile personal communications subsystem, comprising

a means for vocal communication over a first wireless network, said means being in communication with said private telephone switch; and

a means for receiving data signals from said server over a second wireless network;

wherein said server is configured to provide at least a portion of the information to the subsystem via the computer network and the means for receiving data signals in response to a request from the subsystem.