Virtual call center

• US 20030002479A1
• Filed: 07/02/2001
• Published: 01/02/2003
• Est. Priority Date: 07/02/2001
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Cohen, Ran, Shvadron, Uzi, Klimer, Roni, Dahmus, Edward, Mandalia, Baiju, Vortman, Pnina
• Application Number:
  US09/896,107
• Publication Number:
  US 20030002479A1
• Time in Patent Office: Days
• US Class Current: 370/352
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• 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 7/0069 comprising a residential gateway, e.g. those which provide an adapter for POTS or ISDN terminals

Abstract

An adapter device includes a telephone port, for coupling to a line connector of a telephone, a computer port, for coupling to a communication port of a computer terminal, and a line port, for coupling to a telephone line, which is linked to a telephone network. The device operates in a plurality of operational modes, including at least a first operational mode, in which the circuitry couples the telephone via the line port to the telephone line so as to enable a telephone call to be conducted over the telephone network using the telephone, while the circuitry conveys data regarding the call to the terminal via the computer port, and a second operational mode, in which the circuitry couples the telephone via the computer port to the computer terminal, so that the telephone operates as an audio input/output device of the terminal.

Claims

1. An adapter device, comprising:

a telephone port, for coupling to a line connector of a telephone;

a computer port, for coupling to a communication port of a computer terminal;

a line port, for coupling to a telephone line, which is linked to a telephone network; and

processing circuitry, coupled to the telephone port, computer port and line port, and arranged to operate in a plurality of operational modes, including at least;

a first operational mode, in which the circuitry couples the telephone via the line port to the telephone line so as to enable a telephone call to be conducted over the telephone network using the telephone, while the circuitry conveys data regarding the call to the terminal via the computer port, and

a second operational mode, in which the circuitry couples the telephone via the computer port to the computer terminal, so that the telephone operates as an audio input/output device of the terminal.

2. A device according to claim 1, wherein the circuitry is further adapted to control one or more functions of the telephone responsive to commands from the computer terminal.

3. A device according to claim 2, wherein the one or more functions comprise at least one of the functions of placing the telephone call when the call is an outgoing call, and answering the telephone call when the call is an outgoing call.

4. A device according to claim 2, wherein the one or more functions comprise operating at least one of a volume control, a mute control and a ring control of the telephone.

5. A device according to claim 2, wherein the one or more functions comprise at least one of transferring the call, forwarding the call and conferencing the call.

6. A device according to claim 1, wherein the data conveyed by the processing circuitry to the terminal comprise an event indication conveyed to the terminal when an operator of the telephone picks up or hangs up the telephone.

7. A device according to claim 1, wherein the data conveyed by the processing circuitry to the terminal comprise an indication upon occurrence of an event associated with the telephone selected from a group of events consisting of dialing, answering, flashing, establishment of a connection and termination of a connection.

8. A device according to claim 1, wherein the telephone call comprises an incoming call, and wherein the data conveyed by the processing circuitry to the terminal comprise a caller identification of a party placing the incoming call.

9. A device according to claim 1, wherein in the second operational mode, the telephone serves as the audio input/output device for a packetized voice call placed by the terminal over a packet network.

10. A device according to claim 9, wherein in the second operational mode, the circuitry is operative to compress an audio input received from the telephone for transmission by the terminal.

11. Communication apparatus, comprising:

a computer terminal; and

telephone equipment, coupled to the computer terminal and to a telephone line, which is linked to a telephone network, so that the apparatus is operable in a plurality of operational modes, including at least;

a first operational mode, in which the telephone equipment is arranged to conduct a telephone call via the telephone line over the telephone network, while conveying data regarding the call to the terminal, and

a second operational mode, in which the telephone equipment is arranged to operate as an audio input/output device of the terminal.

12. Apparatus according to claim 11, wherein the terminal is arranged to control one or more functions of the telephone equipment associated with conducting the telephone call.

13. Apparatus according to claim 11, wherein the data conveyed to the terminal comprise an indication upon occurrence of an event associated with operation of the telephone equipment.

14. Apparatus according to claim 11, wherein the terminal is linked to a packet network, and wherein in the second operational mode, the terminal is arranged to conduct a packetized voice call over the packet network using the telephone equipment as the input/output device.

15. Apparatus according to claim 14, wherein the terminal is arranged to monitor the telephone call and the packetized voice call and to provide a status indication of the calls to a telephony application program associated with the terminal.

16. Apparatus according to claim 15, wherein the status indication is substantially uniform for both the telephone and packetized voice calls.

17. Apparatus according to claim 16, wherein the terminal is arranged, responsive to the status indication, to present a user interface to a user of the telephone equipment, indicative of actions performed using the telephone equipment.

18. Apparatus according to claim 14, wherein the terminal is linked, via the packet network, to exchange information regarding the telephone call and packetized voice call with a call center.

19. Apparatus according to claim 18, wherein the apparatus is deployed at a location remote from the call center, and is linked to the call center by the packet network.

20. Apparatus according to claim 18, wherein the information comprises textual information stored by the call center relating to parties with whom an operator of the apparatus speaks during the telephone and packetized voice calls.

21. Apparatus according to claim 18, wherein the information comprises instructions conveyed from a routing server in the call center to the apparatus regarding handling of at least one of the telephone and packetized voice calls that was received initially at the call center.

22. Call center apparatus, for handling a voice call received from a customer at a call center site, the apparatus comprising:

a routing server, which is arranged to receive information regarding the voice call and to select an agent to handle the voice call responsive to the information; and

agent equipment, for operation by the agent selected to handle the call at a location remote from the call center site, the equipment being coupled to communicate with the routing server over a packet network, and further coupled to communicate through a public telephone network over a telephone line that does not pass through the call center, so as to handle the call in one of a plurality of operational modes, including at least a first operational mode in which the agent equipment communicates with the customer via the telephone line over the telephone network, and a second operational mode in which the agent equipment communicates with the customer via a packetized voice link over the packet network.

23. Apparatus according to claim 22, wherein the agent equipment is further arranged to exchange textual information relating to the customer with the call center site over the packet network in connection with the voice call.

24. Apparatus according to claim 22, wherein the routing server is arranged to determine a skill set required for handling the voice call, and to select the agent responsive to the skill set.

25. Apparatus according to claim 22, wherein the agent equipment is arranged to report to the routing server on a state of the call irrespective of whether the equipment is handling the call in the first or second operational mode.

27. A method according to claim 26, and comprising conveying a command from the computer terminal through the communication port so as to control one or more functions associated with the telephone.

28. A method according to claim 27, wherein the one or more functions comprise at least one of the functions of placing the telephone call when the call is an outgoing call, and answering the telephone call when the call is an outgoing call.

29. A method according to claim 27, wherein the one or more functions comprise operating at least one of a volume control, a mute control and a ring control of the telephone.

30. A method according to claim 27, wherein the one or more functions comprise at least one of transferring the call, forwarding the call and conferencing the call.

31. A method according to claim 26, wherein conveying the data comprises conveying an event indication to the terminal when an operator of the telephone picks up or hangs up the telephone.

32. A method according to claim 26, wherein conveying the data comprises conveying an indication upon occurrence of an event associated with the telephone selected from a group of events consisting of dialing, answering, flashing, establishment of a connection and termination of a connection.

33. A method according to claim 26, wherein the telephone call comprises an incoming call, and wherein conveying the data comprises conveying a caller identification of a party placing the incoming call.

34. A method according to claim 26, wherein operating the telephone in the second operational mode comprises using the telephone as the audio input/output device for a packetized voice call placed by the terminal over a packet network.

35. A method according to claim 34, wherein using the telephone comprises compressing an audio input received from the telephone for transmission by the terminal.

36. A method according to claim 34, wherein operating the telephone in the first and second operational modes comprises monitoring the telephone call and the packetized voice call, respectively, and providing a status indication of the calls to a telephony application program associated with the terminal.

37. A method according to claim 36, wherein the status indication is substantially uniform for both the telephone and packetized voice calls.

38. A method according to claim 36, and comprising presenting, responsive to the status indication, a user interface to a user of the telephone equipment, indicative of actions performed using the telephone equipment.

39. A method according to claim 34, and comprising exchanging information regarding the telephone call and packetized voice call with a call center.

40. A method according to claim 39, wherein the terminal and telephone are deployed at a location remote from the call center, and wherein exchanging the information with the call center comprises exchanging the information over the packet network.

41. A method according to claim 39, wherein exchanging the information comprises receiving textual information at the terminal from the call center relating to parties with whom an operator of the terminal speaks during the telephone and packetized voice calls.

42. A method according to claim 39, wherein exchanging the information comprises receiving instructions conveyed from a routing server in the call center to the terminal regarding handling of at least one of the telephone and packetized voice calls that was received initially at the call center.

26. A method for communication, comprising:

coupling a telephone to a telephone line, linked to a telephone network, and to a communication port of a computer terminal;

operating the telephone in a first operational mode, in which the telephone is used to conduct a telephone call over the telephone network using the telephone, while conveying data regarding the call to the terminal via the communication port; and

operating the telephone in a second operational mode, in which the telephone functions as an audio input/output device of the terminal.

43. A method for handling a voice call received at a call center site from a customer, the method comprising:

receiving information regarding the voice call at a routing server at the call center site;

selecting an agent to handle the voice call responsive to the information;

sending a message over a packet network from the routing server to agent equipment operated by the agent selected to handle the call at a location remote from the call center site;

responsive to the message, making a voice connection between the agent equipment and the customer though a public telephone network over a telephone line that does not pass through the call center; and

exchanging information relating to the customer between the agent equipment and the call center over the packet network while the voice connection is in progress.

44. A method according to claim 43, and comprising receiving a further voice call at the call center from a further customer, and responsive to the further voice call, sending a further message to the agent equipment, and establishing a packetized voice link between the agent equipment and the customer over the packet network.

45. A method according to claim 44, wherein exchanging the information comprises reporting from the agent equipment to the routing server on a state of the call irrespective of whether the equipment is communicating with the customer over the telephone line or over the packetized voice link.

46. A method according to claim 43, wherein selecting the agent comprises determining a skill set required for handling the voice call, and selecting the agent responsive to the skill set.

47. A method according to claim 43, wherein exchanging the information comprises receiving textual information regarding the customer at the agent equipment from the call center.