Automated distribution of video telephone calls

• US 5,929,897 A
• Filed: 07/12/1995
• Issued: 07/27/1999
• Est. Priority Date: 07/12/1995
• Status: Expired due to Term

• Current Assignee: NCR Corporation
• Original Assignee: NCR Corporation
• Inventors: Johnson, James V., Schneider, George E.
• Primary Examiner(s): WOO, STELLA L
• Application Number:
  US08/501,686
• Time in Patent Office: 1,476 Days
• Field of Search: 379/90, 379/91, 379/93, 379/96, 379/98, 379/94, 379/90.01, 379/91.01, 379/91.02, 379/93.01, 379/93.03-93.05, 379/93.07, 379/93.12, 379/93.17 , 379/93.21, 379/201-206, 379/265, 348/13, 348/14, 348/15, 348/16, 348/17, 395/230, 395/235, 395/239, 395/242, 395/243, 235/379-383, 902/20, 902/21, 705/30, 705/35, 705/39, 705/42, 705/43
• US Class Current: 348/14.08
• 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 3/567 Multimedia conference systems
• CPC Class Codes: H04N 7/15 Conference systems

Abstract

The invention concerns establishing a video conference between a remote station, such as an Automated Teller Machine (ATM), and a central facility, such as a bank. At the bank, multiple AGENTs are available to handle incoming calls.

These AGENTs receive incoming calls (which are non-video calls) through Automated Call Distribution equipment (ACD), known in the art. The ACD receives an incoming (non-video) call (from ATMs and other sources), locates a free AGENT, and delivers the incoming call to the free AGENT.

Under the invention, an ATM places an ordinary telephone call to the ACD, which routes the call to the computer of a free AGENT. The call delivers a message requesting a video conference, and identifies the calling ATM. The free AGENT'"'"'s computer then calls the ATM, via a high-bandwidth telephone channel, such as ISDN, and establishes the video conference.

Claims

1. A method of communicating between first and second parties, comprising the following steps:

a) initiating a POTS call from the first party to the second;

b) delivering, to the second party via the POTS call, a MESSAGE which requests a video conference and then terminating the POTS call, and

c) in response to the message, and after termination of the POTS call, making a high-bandwidth video call from the second party to the first party.

2. A method of establishing a video conference, comprising the following steps:

a) from a device capable of holding a video conference, making a call to an ACD, which ACD

i) hunts for a free AGENT; and

ii) when a free AGENT is found, directs the call to a computer associated with the free AGENT;

b) delivering a message to said computer, which requests a video conference; and

c) causing said computer to initiate establishment of a video conference with said device.

3. A method of establishing a video conference between (1) a facility which maintains multiple AGENTs who respond to incoming calls and (2) an ATM, comprising the following steps:

a) sending, via a POTS call, a request for a video conference from the ATM to the facility, which request contains a telephone number by which the ATM can be reached;

b) locating a free AGENT at the facility;

c) delivering the request to a computer controlled by the free AGENT;

d) terminating the POTS call; and

e) placing a high-bandwidth call from the computer to the ATM, to thereby establish a video conference between the free AGENT and the ATM.

4. A method of requesting establishment of a video conference, comprising the following steps:

a) sending, from a first station, via a POTS call, a message to a computer which will act as a video conferencing station in said video conference, which message

i) specifies a telephone number of the first station; and

ii) requests that the computer place calls to establish a video conference with the first station; and

b) terminating the POTS call, prior to establishment of the video conference.

5. In an ATM, the improvement comprising:

a) means for transmitting a non-human-intelligible message from the ATM to a remote computer, which induces the remote computer without human intervention to initiate establishment of a video conference with the ATM.

6. A method of responding to telephone calls, comprising the following steps:

a) receiving a POTS call, hunting for a free AGENT, and delivering the POTS call to said free AGENT;

b) deriving identity of a remote station from the POTS call; and

c) establishing a video conference with said remote station.

7. The method according to claim 6, and further comprising the step of maintaining the POTS call during the video conference.

8. A system comprising:

a) multiple computers, each for serving an AGENT;

b) means for receiving a request for a video conference from a remote computer via a POTS call and, in response,

i) locating an available AGENT; and

ii) establishing a video conference independent of the POTS call between the available AGENT and the remote computer, without human intervention.

9. A banking system, comprising:

a) multiple ATMs, each equipped with

i) video conferencing capability; and

ii) means for making a POTS call, and transmitting a telephone number via the POTS call;

b) multiple computers, each for serving a respective AGENT;

c) an ACD for

i) receiving an incoming POTS call from an ATM;

ii) locating a free AGENT;

iii) directing the incoming POTS call to the free AGENT'"'"'s computer;

d) means for deriving the ATM'"'"'s telephone number from the incoming call; and

e) means for causing the free AGENT'"'"'s computer to call the telephone number, and establish a video conference with the calling ATM.

10. A system according to claim 9, in which the POTS call is maintained during the video conference.

11. In an Automated Teller Machine, ATM, the improvement comprising:

a) a dedicated telephone line, for use by the ATM in obtaining financial information about customers;

b) a telephone line for placing POTs calls;

c) a high-bandwidth channel, for holding video conferences.

12. In a system which includes an ACD, the improvement comprising the following steps:

a) in response to an incoming call from a caller,

i) locating a free AGENT, and

ii) establishing a video conference between the free AGENT and the caller independent of the incoming call;

b) maintaining the incoming call during the video conference; and

c) logging the time of occurrence, and the duration of the incoming call.

13. A system, comprising:

a) multiple computers, each equipped with means for establishing a video conference, in response to a request made by a remote party;

b) ACD means for

i) receiving a request for a video conference via a POTS data call; and

ii) directing the request to one of the computers and

c) means for causing the computer, to which the request was directed, to establish a video conference with the remote party, independent of the POTS call.

14. A system according to claim 13, in which the multiple computers are located at different sites.

15. In a microcomputer, the improvement comprising:

a) means for receiving a request for a video conference from a caller; and

b) means for placing a high-bandwidth call, without human intervention, to the caller, in response to the request.

16. A method of communicating between two parties, comprising the following steps:

a) establishing a first communication link between the parties, which link comprises a POTS data call, by which a data message is sent asking one party to establish with the other party a second link, which comprises a high-bandwidth channel; and

b) maintaining the first link in idle condition, while the high-bandwidth channel is used, wherein

i) the message is non-intelligible to humans

ii) the message includes a telephone number, and

ii) the second party calls this number.

17. The method according to claim 16, and further comprising the step of logging the time of occurrence, and duration, of the first link.

18. In a device capable of holding a video conference, the improvement comprising the following steps:

a) without human involvement, receiving a telephone call from a station which requests a video conference;

b) without human involvement, obtaining a telephone number of the station from a third party; and

c) without human involvement, establishing a video conference with the station.