Method and apparatus for automatic network connection between a small business and a client

• US 20020136209A1
• Filed: 05/20/2002
• Published: 09/26/2002
• Est. Priority Date: 09/12/1997
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Shtivelman, Yuri
• Granted Patent: US 7,602,766 B2
• Time in Patent Office: Days
• US Class Current: 370/356
• CPC Class Codes: H04M 3/42195 Arrangements for calling back a calling subscriber when the wanted subscriber ceases to be busy H04M3/48
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• 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 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
• CPC Class Codes: H04M 7/003 Click to dial services
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Abstract

An Internet system for providing call-back services for a subscriber includes a web page having a call-back link to a subscription server; a call-back application operating on the subscription server and adapted for accepting input from a browsing person linked to the subscription server by the call-back link; and a call-switching system connected to and responsive to the call-back application on the subscription server. In this system the browsing person, upon activating the call-back link, is linked to the call back application on the subscription server and prompted for input including a call-back number, and the subscription server, after accepting the input, directs the call-switching system in establishing a telephony link between the subscriber and the browsing person. In some instances the telephony switch is part of a call-center with connected agents, and agents are assigned to represent selected subscribers. In this instance call-back connection is made between a browsing person and an agent. In some embodiments connections can be made either by conventional telephony links or by Internet telephone. In some instances as well provision is made for delivery of a full range of multi-media services from a subscriber to a browsing person.

Claims

1. An Internet system for providing call-back services for a subscriber, comprising:

a subscription call-back server adapted for accepting input from a browsing person linked to the call-back server;

a web page having a jump link to the subscription call-back server; and

a call-switching system connected to and responsive to the call-back server;

wherein the browsing person, upon activating the WEB page jump link, is linked to the call back server and prompted for input including a call-back number, and the call-back server, after accepting the input, directs the call-switching system in establishing a telephony link between the subscriber and the browsing person.

2. The system of claim 1 wherein the call-switching system comprises a telephony server (T-Server) connected to a telephony switch by a computer-telephony integration (CTI) link, and the T-Server is adapted to accept directions from the call-back server and to direct the telephony switch in establishing the telephony link between the subscriber and the browsing person.

3. The system of claim 2 wherein the call-back server accepts one or both of a telephone number and an IP address from the browsing person, the telephony switch has an Internet-capable port, and the T-Server, in response to input from the call-back server establishes one or both of a telephone link and an Internet link between the subscriber and the browsing person.

4. The system of claim 2 further comprising an IVR server connected to the telephony switch an adapted to provide IVR services over the connection provided by the call-switching system.

5. The system of claim 1 wherein the call-back server is adapted to accept instructions from a browsing person including a range of multi-media services.

6. The system of claim 4 wherein the IVR server is adapted to provide to the subscriber a range of call disposition options.

7. The system of claim 1 further comprising a call-center operable through the telephony switch under control of the T-Server, the call-center comprising agent stations having each a personal computer with a video display unit (PCNDU) connected on a Local Area Network (LAN) to the T-Server, and a telephone connected to the telephony switch, wherein the T-Server, in response to input from the call-back server is adapted to establish connections between browsing persons and connected agents, and to present data elicited from browsing persons on the VDUs at the agent stations.

8. A subscription call-center, comprising:

a telephony switch having a telephone trunk line connection to a public switched telephony network (PSTN);

a plurality of agent stations connected to the telephony switch; and

a CTI Server (T-Server) connected to the telephony switch by a CTI link, the T-Server having a digital link to an Internet-connected call-back server;

wherein the call-back server stores subscriber information and accepts input from browsing persons seeking connection to agents for the subscribers, and the call-back server, directed by a browsing person providing a call-back number, directs the T-Server to command the telephony switch to establish a telephony connection between the browsing person and an agent for the subscriber.

9. The call-center of claim 8 further comprising a personal computer with a video display unit (PC/VDU) at each agent station, the PC/VDUs interconnected on a local area network (LAN) with the T-Server.

10. The subscription call-center of claim 9 wherein the telephony switch has an Internet capable port as well as a telephony trunk line, and the call-back server accepts IP addresses as well as telephone numbers from browsing persons, and wherein the T-Server is adapted to cause the telephony switch to establish one or both of conventional telephony calls and Internet telephone calls between agents and browsing persons.

11. A method for providing call-back services to a browsing person on the Internet from a subscribers to a call-back service, comprising steps of:

(a) providing a link in the subscriber'"'"'s WEB page to a call-back server;

(b) providing an input mechanism for browsing persons linked to the call-back server to input at least a call-back number;

(c) activating a CTI Server (T-Server) connected to a telephony switch having a telephony trunk line from the call-back server to establish a telephony connection between the browsing person and the subscriber.

12. The method of claim 11 wherein in step (b) the input mechanism elicits preferences from a browsing person for a range of available multi-media services associated with the subscriber, and the call-back server presents a script to the T-Server for providing the services according to the elicited preferences.

13. The method of claim 11 wherein the telephony switch has connected agent stations, and in step (c) the telephony connection is established between the browsing person and an agent associated with the subscriber.

14. The method of claim 11 wherein the telephony switch is Internet-capable, and wherein the connection between a browsing person and a subscriber is an Internet telephone connection.

15. The method of claim 13 wherein the telephony switch is Internet-capable, and wherein the connection between a browsing person and an agent is an Internet telephone connection.