Customer programmable automated integrated voice/data technique for communication systems

• US 5,001,710 A
• Filed: 10/24/1989
• Issued: 03/19/1991
• Est. Priority Date: 10/24/1989
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: AT&T, Inc.
• Inventors: Setton, Henri, Oberman, Richard A., Woody, David L., Leasure, Dale G., Gawrys, George W., Willcock, William T., Nici, Richard J.
• Primary Examiner(s): NOT, DEFINED
• Assistant Examiner(s): Marcelo, Melvin
• Application Number:
  US07/426,385
• Time in Patent Office: 511 Days
• Field of Search: 370/58.1, 370/60, 370/110.1, 370/58.2, 340/721, 379/93, 379/94, 379/96, 379/265
• US Class Current: 370/271
• CPC Class Codes: H04M 11/06 Simultaneous speech and data transmission, e.g. telegraphic transmission over the same conductors
• CPC Class Codes: H04M 3/42 Systems providing special services or facilities to subscribers specially adapted for wireless communication networks H04W4/00
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80
• CPC Class Codes: H04M 3/62 Keyboard equipment in key telephone systems H04M9/003
• CPC Class Codes: H04Q 11/0428 Integrated services digital network, i.e. systems for transmission of different types of digitised signals, e.g. speech, data, telecentral, television signals
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13516 agents or brokers - user, terminal etc., also OSI agent/managers
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking
• CPC Class Codes: H04Q 3/625 Arrangements in the private branch exchange
• CPC Class Codes: Y10S 379/908 Multimedia

Abstract

The present invention enables multi-windowing agent computer terminals, that answer a variety of, e.g., telemarketing calls, to (i) receive call-related information from a communication system at an agent terminal for automatic display in a "telephony" window, and (ii) automatically send such information to a host computer system application software and retrieve caller desired information based on the calling or called number for display in a "host application" window without requiring a caller to provide verbal information. The present invention also enables an agent terminal to automatically transfer caller-related information from one window to another window via programmable function key commands which can be programmed by a user/system administrator regarding what information is to be copied and where and when to copy it. This allows the user/system administrator to program the system to (1) retrieve information using the received call-related data without routing caller data to the host computer application software prior to its delivery to the agent terminal, and (2) automatically transmit collected data to the host database at a call'"'"'s conclusion.

Claims

1. A method of handling integrated voice and data call-related information signals received from a communications network by a call-handling system, the call-handling system comprising (1) at least one agent computer terminal, where each computer terminal comprises (i) a multi-window visual display device, (ii) a keyboard, and (iii) a voice communication device, and (2) at least one host application database computer system for storing information related to each service or campaign that the at least one computer terminal is to handle, the method comprising the steps of:

(a) receiving integrated voice and data call-related information signals of an incoming call from the communications network at a selected idle one of the at least one agent computer terminals where the received data call-related information signals comprise a calling number and/or a called number and/or other data supplied by the caller or the communication network;

(b) in the selected agent computer terminal of step (a), receiving the integrated voice and data call-related information from the communications network, and (i) directing the voice call-related information signals to the voice communication device of said agent computer terminal, and (ii) displaying predetermined received data call-related information signals in a first window of the multi-window visual display device while automatically accessing the at least one host application database computer system storing information associated with a campaign or service for retrieving and displaying predetermined host application database information in an at least one second window of the visual display device of the agent computer terminal.

2. The method according to claim 1 wherein the method comprises the further step of:

(c) in performing step (b)(ii), automatically copying predetermined pertinent call-related data displayed in predetermined locations of the first window to predetermined locations within the at least one second window.

3. The method according to claim 2 wherein in performing step (c), performing the step of:

(c1) automatically copying the predetermined pertient call-related data between the first and at least one second window by either (i) the agent computer terminal automatically using pre-programmed keystrokes instructions resident in a memory of the agent computer terminal without depressing a key.

4. The method according to claim 1 wherein the call-handling system further comprises a switching arrangement for routing call-related signals both between the communications network and the call-handling system and between the at least one computer terminal and the at least one host application database computer system, and in performing step (a) performing the steps of:

(a1) the communication network providing the integrated voice and data information signals in separate channels using a first protocol, and

(a2) the switching arrangement converting the integrated voice and data signals received in the first protocol into (i) a second protocol readable by the at least one agent computer terminal and (ii) a third protocol readable by the at least one host application database computer system, where the first, second and third protocols may be the same or different protocols.

5. A customer programmable integrated voice and data call-handling system for handling calls for at least one campaign or service comprising:

at least one host application database computer system for storing database information relating to each campaign or service the call-handling system is to handle;

at least one agent computer terminal comprising

(i) a multi-windowing visual display device,

(ii) a keyboard including keys,

(iii) a voice communication device,

(iv) means for storing pre-programmed instructions; and

(v) means for receiving integrated voice and data information signals from a remote communication system and directing (i) the voice information signals to the voice communication device, and (ii) the data information signals corresponding to a called number, a calling number, or other caller supplied information for displaying in a first window, and (iii) automatically using the called number and the pre-programmed instructions, for accessing the at least one host application database computer system storing the information associated with the campaign or service represented by said called number for retrieving and displaying predetermined host application database information in an at least one second window of the multi-windowing visual display device.

6. The customer programmable integrated voice and data call-handling system according to claim 5 wherein a predetermined preprogrammed instruction related to one of the keys is used to automatically copy predetermined call-related data displayed in predetermined locations of the first window to predetermined locations within the at least one second window.

7. The customer programmable integrated voice and data call-handling system of claim 6 wherein the predetermined pre-programmed instructions are initiated automatically by the agent computer terminal at a predetermined time in the handling of a call or by depressing the one of the keys.

8. The customer programmable integrated voice and data call-handling system of claim 5 wherein the communications system provides the integrated voice and data information signals in separate channels using a first protocol, and the system further comprises:

a switching arrangement for converting the integrated voice and data information signals in the first protocol into (i) a second protocol readable by the at least one agent computer terminal, and (ii) a third protocol readable by the at least one host application database computer system, where the first, second and third protocols may be the same or different protocols.