DELIVERY OF CALL QUEUE MESSAGES FOR CALLS LAUNCHED FROM THE INTERNET

• US 20030061354A1
• Filed: 10/27/1999
• Published: 03/27/2003
• Est. Priority Date: 10/27/1999
• Status: Abandoned Application

• Current Assignee: AT&T Corporation (AT&T, Inc.)
• Original Assignee: HP Inc.
• Inventors: BURG, FREDERICK MURRAY, SLUTSMAN, LEV
• Application Number:
  US09/428,363
• Publication Number:
  US 20030061354A1
• Time in Patent Office: Days
• US Class Current: 709/227
• CPC Class Codes: H04L 12/66 Arrangements for connecting between networks having differing types of switching systems, e.g. gateways
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04M 3/4285 Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction 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 7/126 Interworking of session control protocols

Abstract

A call is set up between a subscriber premises and a call center. The subscriber premises includes a personal computer and a telephone. A call set up request is received from a gateway responsive to the personal computer of the subscriber premises. A query is sent to the call center. An availability reply is received from the call center, and a call set up instruction is prepared for setting up the call between the telephone of the subscriber premises and the call center. In some cases, an unavailability reply is received from the call center. The time-in-queue until the call center will be available to receive the call is estimated, and a call queue status message is prepared for delivery to the gateway and thence to the subscriber premises.

Claims

1. A method of setting up a call between a subscriber premises and a call center, comprising:

receiving a call set up request from a gateway responsive to the subscriber premises;

sending a query to the call center;

receiving an availability reply from the call center; and

preparing a call set up instruction for setting up the call between the subscriber premises and the call center.

2. The method of claim 1, further comprising providing a call path between the subscriber premises and the call center.

3. The method of claim 2, wherein a network switch provides the call path in response to the call set up instruction.

4. The method of claim 2, wherein providing a call path includes placing a call to the subscriber premises.

5. The method of claim 2, wherein providing a call path includes placing a call to the call center.

6. The method of claim 1, further comprising receiving an unavailability reply from the call center before receiving the availability reply, estimating the time-in-queue until the call center will be available to receive the call, and preparing a call queue status message for delivery to the gateway.

7. The method of claim 6, further comprising sending the call queue status message to the gateway for delivery to the subscriber premises.

8. The method of claim 6, further comprising:

receiving an agent available notice from the call center, and preparing an updated call queue status message for delivery to the gateway.

9. The method of claim 6, further comprising preparing an updated call queue status message for delivery to the gateway after receiving the availability reply.

10. The method of claim 1, wherein the subscriber premises includes a computer for communicating with the gateway, and a telephone for communicating with the call center.

11. The method of claim 1, further comprising preparing a call connection message relating to the call being set up between the subscriber premises and the call center.

12. The method of claim 11, further comprising sending the call connection message to the gateway for delivery to the subscriber premises.

13. An apparatus for setting up a call between a subscriber premises and a call center, comprising:

means for receiving a call set up request from a gateway responsive to the subscriber premises;

means for sending a query to the call center;

means for receiving an availability reply from the call center; and

means for preparing a call set up instruction for setting up the call between the subscriber premises and the call center.

14. The apparatus of claim 13, further comprising a network switch for providing a call path between the subscriber premises and the call center in response to the call set up instruction.

15. The apparatus of claim 14, wherein the network switch places a call to the subscriber premises.

16. The apparatus of claim 14, wherein the network switch places a call to the call center.

17. The apparatus of claim 13, further comprising means for receiving an unavailability reply from the call center before receiving the availability reply, means for estimating the time-in-queue until the call center will be available to receive the call, and means for preparing a call queue status message for delivery to the gateway.

18. The apparatus of claim 17, further comprising means for sending the call queue status message to the gateway for delivery to the subscriber premises.

19. The apparatus of claim 17, further comprising:

means for receiving an agent available notice from the call center, and

means for preparing an updated call queue status message for delivery to the gateway.

20. The apparatus of claim 17, further comprising means for preparing an updated call queue status message for delivery to the gateway after receiving the availability reply.

21. The apparatus of claim 13, wherein the subscriber premises includes a computer for communicating with the gateway, and a telephone for communicating with the call center station.

22. The apparatus of claim 13, further comprising means for preparing a call connection message relating to the call being set up between the subscriber premises and the call center.

23. The apparatus of claim 22, further comprising means for delivering the call connection message to the gateway for delivery to the subscriber premises.