Wireless communication techniques
First Claim
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.
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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.
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Citations
39 Claims
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1. A system, comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 28, 29, 30, 31, 32, 33, 34, 35, 37, 39)
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14. A system, comprising:
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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.
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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.
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36. A communication system, comprising:
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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.
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38. A system, comprising:
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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.
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Specification