Agent communication arrangements for telecommunication systems
First Claim
1. A telecommunication system comprising:
- agent position means, responsive to integrated voice and data input signals for generating acoustical outputs and visual outputs to an agent, and responsive to acoustical inputs and data inputs from an agent for generating integrated voice and data output signals;
switching network means comprising a plurality of ports connectable to customer stations;
interconnection means connected to said agent position means and said switching network means for transmitting said integrated input signals and said integrated output signals between said agent position means and said switching network means;
control processor means, connected to said switching network means, for generating control signals for controlling said switching network means; and
data communication means for transmitting data signals to and receiving data signals from a data base;
wherein said switching network means comprises switch multiplexing means responsive to said integrated output signals for generating output data signals and output voice signals, circuit switching means responsive to said control signals for transmitting voice signals received on one of said plurality of ports to said switch multiplexing means, and packet switching means responsive to said control signals for transmitting data signals received from said data communication means to said switch multiplexing means, wherein said switch multiplexing means is further responsive to said transmitted data signals and said transmitted voice signals for generating said integrated input signals, wherein said circuit switching means is further responsive to said control signals to transmit said output voice signals to said one of said plurality of ports, and wherein said packet switching means is further responsive to said control signals to transmit said output data signals to said data communication means.
1 Assignment
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Accused Products
Abstract
An operator or agent position, for use by a telephone assistance operator or an agent of a business, communicates with the circuit and packet switching network of a telecommunication switching system using an Integrated Services Digital Network (ISDN) B-channel and D-channel. The switching network is connected to customers, positions, data communication paths to data bases, and a data path to a control processor of the system. The B-channel is connected through a circuit switching network to a customer. The D-channel is connected through a packet switching network to the control processor and to data bases. Advantageously, the positions can be located remotely from the switching network because only a single integrated facility is required to transmit the integrated voice and data signal between a position and the network. Advantageously, a variety of data bases can be rapidly and efficiently accessed by a position.
45 Citations
25 Claims
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1. A telecommunication system comprising:
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agent position means, responsive to integrated voice and data input signals for generating acoustical outputs and visual outputs to an agent, and responsive to acoustical inputs and data inputs from an agent for generating integrated voice and data output signals; switching network means comprising a plurality of ports connectable to customer stations; interconnection means connected to said agent position means and said switching network means for transmitting said integrated input signals and said integrated output signals between said agent position means and said switching network means; control processor means, connected to said switching network means, for generating control signals for controlling said switching network means; and data communication means for transmitting data signals to and receiving data signals from a data base; wherein said switching network means comprises switch multiplexing means responsive to said integrated output signals for generating output data signals and output voice signals, circuit switching means responsive to said control signals for transmitting voice signals received on one of said plurality of ports to said switch multiplexing means, and packet switching means responsive to said control signals for transmitting data signals received from said data communication means to said switch multiplexing means, wherein said switch multiplexing means is further responsive to said transmitted data signals and said transmitted voice signals for generating said integrated input signals, wherein said circuit switching means is further responsive to said control signals to transmit said output voice signals to said one of said plurality of ports, and wherein said packet switching means is further responsive to said control signals to transmit said output data signals to said data communication means.
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2. A telecommunication system comprising:
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agent position means, responsive to integrated voice and data input signals for generating acoustical outputs and visual outputs to an agent, and responsive to acoustical inputs and data inputs from an agent for generating integrated voice and data output signals; switching network means comprising a plurality of ports connectable to customer stations; interconnection means connected to said agent position means and said switching network means for transmitting said integrated input signals and said integrated output signals between said agent position means and said switching network means; control processor means, connected to said switching network means, for generating control signals for controlling said switching network means; and data communication means for transmitting data signals to and receiving data signals from a data base; wherein said switching network means comprises switch multiplexing means responsive to said integrated output signals for generating output data signals and output voice signals, circuit switching means responsive to said control signals for transmitting voice signals received on one of said plurality of ports to said switch multiplexing means, and packet switching means responsive to said control signals for transmitting data signals received from said data communication means to said switch multiplexing means, wherein said switch multiplexing means is further responsive to said transmitted data signals and said transmitted voice signals for generating said integrated input signals, wherein said circuit switching means is further responsive to said control signals to transmit said output voice signals to said one of said plurality of ports, and wherein said packet switching means is further responsive to said control signals to transmit said output data signals to said data communication means; wherein said agent position means comprises position multiplexing means and agent communication means comprising acoustical conversion means, said agent communication means responsive to agent voice input signals and said acoustical inputs, respectively, for generating said acoustical outputs and agent voice output signals, respectively, and input/output means responsive to said data inputs from an agent for generating agent data output signals, and responsive to agent data input signals for generating said visual outputs; wherein said position multiplexing means comprises means responsive to said integrated input signals for generating said agent voice input signals and said agent data input signals, and responsive to said agent data output signals and said agent voice output signals for generating said integrated output signals. - View Dependent Claims (3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A telecommunication system comprising:
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switching network means, comprising a plurality of first ports for the transmission of voice signals to and the reception of voice signals from customer stations, second ports for the transmission of integrated voice and data input signals to and reception of integrated voice and data output signals from agent positions, and data communication ports for transmitting data signals to and receiving data signals from a data base; control processor means, connected to said switching network means, for generating control signals for controlling said switching network means; wherein said switching network means comprises switch multiplexing means connected to one of said second ports responsive to said integrated output signals for generating output data signals and output voice signals, circuit switching means connected to one of said first ports responsive to said control signals for transmitting voice signals received on said one of said first ports to said switch multiplexing means, and packet switching means responsive to said control signals for transmitting data signals received on one of said data communication ports to said switch multiplexing means, wherein said switch multiplexing means is further responsive to said transmitted data signals and said transmitted voice signals for generating said integrated input signals, wherein said circuit switching means is further responsive to said control signals to transmit said output voice signals to said one of said plurality of first ports, and wherein said packet switching means is further responsive to said control signals to transmit said output data signals to said one of said data communication ports. - View Dependent Claims (16, 17)
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18. A telecommunication system comprising:
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a plurality of ports connectable to customer stations; agent communication means comprising voice access means and data access means for communicating with an agent; control processor means for generating processor control signals for controlling a switching network; data communication means for transmitting data signals to and receiving data signals from a data base; a switching network connected to said control processor means, said plurality of ports and said data communication means; and interconnection means for connecting said agent communication means to said switching network comprising a B-channel for transmission of voice signals and an associated D-channel for transmission of data signals between said agent communication means and said switching network, and position multiplexing means cooperating with said agent communication means for connecting said B-channel to said voice access means and said associated D-channel to said data access means; wherein said switching network means comprises circuit switching means responsive to said processor control signals for connecting said B-channel to one of the ports connected to said switching network means, and packet switching means responsive to said processor control signals for connecting said associated D-channel to said data communication means. - View Dependent Claims (19, 20)
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21. In a telecommunication switching system for interconnecting a telephone customer station, an agent position, and a data base, comprising switching network means for interconnecting a customer station, an agent position, and a data base, a method of setting up an agent call among said customer station, said data base, and said agent position, comprising the steps of:
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receiving communication signals from said customer station; responsive to said communication signals, setting up a voice path between said customer station and said agent position comprising a voice connection in said switching network means and the B-channel of an integrated voice and data facility, having associated B- and D-channels, interconnecting said network means and said agent position; receiving a control message from said agent position over the D-channel associated with said B-channel; responsive to receipt of said control message, setting up a data path, between said agent position and said data base, comprising a data connection in said switching network means and said D-channel; receiving a first data message from said agent position over said D-channel and transmitting said first data message through said data connection to said data base; receiving a second data message from said data base and transmitting said second data message through said data connection to said agent position via said D-channel. - View Dependent Claims (22)
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23. In a telecommunication switching system for interconnecting a telephone customer station, a plurality of agent positions, and a data base, comprising switching network means for interconnecting a customer station, an agent position, and a data base, a method of setting up an agent call among said customer station, said data base, and an agent position, comprising the steps of:
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receiving communication signals from said customer station; responsive to said communication signals, selecting an available agent position from said plurality of agent positions; setting up a voice path between said customer station and said available agent position comprising a voice connection in said switching network means and the B-channel of an integrated voice and data facility, having associated B- and D-channels, interconnecting said network means and said available agent position; receiving a control message from said available agent position over the D-channel associated with said B-channel; responsive to receipt of said control message, setting up a data path, between said available agent position and said data base, comprising a data connection in said switching network means and said D-channel; receiving a first data message from said available agent position over said D-channel and transmitting said first data message through said data connection to said data base; receiving a second data message from said data base and transmitting said second data message through said data connection to said available agent position via said D-channel. - View Dependent Claims (24, 25)
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Specification