Integrated communication center functionality for WAP devices
First Claim
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1. An Internet-connected wireless access protocol service provider (WAP-SP), comprising:
- a wireless communication interface for communicating with a WAP enabled appliance;
a telephony communication interface; and
a software suite;
characterized in that the software suite presents an interface to a user at the WAP-enabled appliance, enabling the user to initiate a call, and then routes the call according to pre-programmed rules in response to the user initiation.
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Abstract
A wireless access protocol service provider (WAP-SP), providing access to Internet data for WAP-enabled appliances is enhanced with software for facilitating telephone calls, enabling, for example, connection of a user of the WAP-enabled appliance, communicating with a Web site through the WAP-SP, to an agent of an enterprise that hosts the Web site.
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Citations
19 Claims
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1. An Internet-connected wireless access protocol service provider (WAP-SP), comprising:
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a wireless communication interface for communicating with a WAP enabled appliance;
a telephony communication interface; and
a software suite;
characterized in that the software suite presents an interface to a user at the WAP-enabled appliance, enabling the user to initiate a call, and then routes the call according to pre-programmed rules in response to the user initiation. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A system for routing telephony calls initiated by a user of a wireless application protocol (WAP)-enabled device, comprising:
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a software-enhanced WAP service provider (WAP-SP) connected to the Internet, connected by WAP protocol to the WAP-enabled device, and connected to a telephony network;
an Internet-connected server hosted by an enterprise; and
a call center connected to the telephony network and hosted by the enterprise;
characterized in that the WAP-SP, by virtue of the software enhancement, enables the user to request a telephony connection to the call center, and routes the requested call via the telephony network to the call center. - View Dependent Claims (8, 9, 10, 11, 12, 13, 15, 16, 17, 18, 19)
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14. A method for placing a telephony call by a user of a WAP-enabled appliance to a call center hosted by a host of a WEB service, comprising steps of:
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(a) connecting to a hosted WEB service by the WAP-enabled appliance through a wireless-application protocol service provider (WAP-SP);
(b) initiating a call by the user at the WAP-enabled appliance through an interface provided by the WAP-SP; and
(c) placing the call to a call center hosted by the host of the Web service through a telephony network connected to the WAP-SP.
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Specification