METHOD AND APPARATUS FOR CROSS CHANNEL DATA PROCESSING

• US 20080260135A1
• Filed: 09/27/2007
• Published: 10/23/2008
• Est. Priority Date: 04/19/2007
• Status: Active Grant

• Current Assignee: Oracle OTC Subsidiary LLC (Oracle Corporation)
• Original Assignee: Art Technology Group Incorporated (Oracle Corporation)
• Inventors: SIEGRIST, Joseph
• Granted Patent: US 8,064,584 B2
• Time in Patent Office: Days
• US Class Current: 379/210.01
• CPC Class Codes: H04M 3/4211 where the identifier is used to access a profile
• 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 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 7/003 Click to dial services

Abstract

A method and system for placing a call back from a call center to an end user viewing a website includes sending a request for the call back from an end user computer to a call server, the request including the PSTN number at which the end user wishes to be called; placing calls to the end user and the call center, the call center call including the ANI/callerID of the number at which the end user is called; requesting by the call center data concerning the end user from the call server; receiving by the call server data from the end user computer; and transmitting the data from the call server to the call center. The data from the end user computer may be an identification of the web page being viewed, data entered on the web page, an end user identifier and/or co-browsing data.

Claims

1. A method for establishing a phone call between an end user and a third party comprising the steps of:

receiving a call back request from an end user computer associated with an end user for a public switched telephone network (PSTN) call from a third party associated with a third party computer and a third party PSTN phone number, the call back request including an end user PSTN telephone number at which the end user wishes to receive the PSTN call;

placing a first call to the end user PSTN phone number included in the request;

placing a second call to the third party PSTN phone number, the second call including the end user PSTN phone number;

bridging the first and second phone calls;

receiving end user data from the end user computer;

receiving a request for end user data from the third party computer, the request for end user data including the end user PSTN phone number;

retrieving the end user data associated with the end user PSTN phone number from a database; and

transmitting the end user data to the third party computer.

2. The method of claim 1, wherein the end user PSTN number is included in the call to the third party PSTN number as callerID information.

3. The method of claim 1, wherein the end user PSTN number is included in the call to the third party PSTN number as automatic number identification (ANI) information.

4. The method of claim 1, wherein the end user data includes an end user identifier.

5. The method of claim 1, wherein the end user data includes information pertaining to a web page being viewed on the end user computer.

6. The method of claim 1, wherein the end user data includes a copy of a web page being viewed on the end user computer, or a URL (uniform resource locator) to such data.

7. An apparatus for cross channel data processing, the apparatus comprising:

an end user computer;

a server in communication with the end user computer, the server being configured to host a third party website;

a call server in communication with the end user computer;

a third party computer in communication with the call server;

an end user telephone; and

a third party telephone;

wherein the end user computer is configured to perform the steps of

transmitting a call back request for a call to the end user telephone to the call server, the request including a PSTN telephone number associated with the end user;

transmitting end user data to the call server; and

wherein the call server is configured to perform the steps of

receiving the call back request from the end user computer;

placing a first call to the end user PSTN phone number included in the request;

placing a second call to the third party telephone, the second call including the end user PSTN phone number;

bridging the first and second phone calls;

receiving the end user data from the end user computer;

receiving a request for end user data from the third party computer, the request for end user data including the end user PSTN phone number;

retrieving the end user data associated with the end user PSTN phone number from a database; and

transmitting the end user data to the third party computer.

8. The apparatus of claim 7, wherein the end user PSTN number is included in the call to the third party PSTN number as callerID information.

9. The apparatus of claim 7, wherein the end user PSTN number is included in the call to the third party PSTN number as automatic number identification (ANI) information.

10. The apparatus of claim 7, wherein the end user data includes an end user identifier.

11. The apparatus of claim 7, wherein the end user data includes information pertaining to a web page being viewed on the end user computer.

12. The apparatus of claim 7, wherein the end user data includes a copy of a web page being viewed on the end user computer.

13. The apparatus of claim 7, further comprising a first voice over internet protocol (VOIP) gateway and a second VOIP gateway in communication with the call server, wherein the first call is placed using the first VOIP gateway, the second call is placed using the second VOIP gateway, and the first and second calls are bridged by connecting an input of the first VOIP gateway to an output of the second VOIP gateway and an output of the first VOIP gateway to an input of the second VOIP gateway.

14. The apparatus of claim 7, wherein the first call and the second call are completed entirely over the PSTN.

15. A method for establishing a phone call between an end user and a third party comprising the steps of:

receiving a call request from an end user computer associated with an end user for call from a third party associated with a third party computer and a third party PSTN phone number;

establishing a VOIP call to the end user computer;

placing a second Call to the third party PSTN phone number, the second call including a fictional phone number;

bridging the first and second phone calls;

receiving end user data from the end user computer;

receiving a request for end user data from the third party computer, the request for end user data including the fictional phone number;

retrieving the end user data associated with the fictional phone number from a database; and

transmitting the end user data to the third party computer.