Wireless communication techniques
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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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1-26. -26. (canceled)
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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. - View Dependent Claims (28, 29, 30, 31, 32, 33, 34, 35, 39)
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36-37. -37. (canceled)
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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