Communication method and system

• US 5,970,126 A
• Filed: 06/03/1997
• Issued: 10/19/1999
• Est. Priority Date: 08/09/1996
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: International Business Machines Corporation
• Inventors: Clarke, David Andrew, Lawrence, Stephen Graham Copinger, Bowater, Ronald John, Butler, Nicholas David
• Primary Examiner(s): Loomis, Paul
• Assistant Examiner(s): NGUYEN, DUC MINH
• Application Number:
  US08/868,085
• Time in Patent Office: 868 Days
• Field of Search: 370/351-356, 370/401-402, 340/827, 379/112-115, 379/133-134, 379/219-221, 379/202, 379/204-207, 379/279, 379/198, 379/231, 379/234, 379/225, 379/201, 379/229, 379/243, 379/232, 379/233
• US Class Current: 379/114.21
• CPC Class Codes: H04M 15/00 Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
• CPC Class Codes: H04M 15/8044 Least cost routing
• CPC Class Codes: H04M 2215/0176 Billing arrangements using internet
• CPC Class Codes: H04M 2215/42 Least cost routing, i.e. provision for selecting the lowest cost tariff
• CPC Class Codes: H04M 2215/745 Least cost routing, e.g. Automatic or manual, call by call or by preselection
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04Q 2213/1307 Call setup
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/1313 Metering, billing
• CPC Class Codes: H04Q 2213/13152 Callback
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/13298 Local loop systems, access network
• CPC Class Codes: H04Q 2213/13344 Overflow
• CPC Class Codes: H04Q 2213/13384 Inter-PBX traffic, PBX networks, e.g. corporate networks
• CPC Class Codes: H04Q 2213/13389 LAN, internet
• CPC Class Codes: H04Q 3/62 for connecting to private branch exchanges

Abstract

The present invention relates to establishing a communication channel between two communication systems having computer telephony integration (CTI). Many CTI systems are configured into incoming and outgoing lines according to the anticipated demands. Consequently, if sufficient outgoing or incoming capacity is unavailable at a given time to support a communication channel of required characteristics, the users of such a system must conventionally wait until sufficient capacity becomes available. However, the present invention determines who the intended addressee is and can instruct the CTI system associated with that addressee to instigate the establishment of a communication channel to the user who originally desired the connection. The instructions can be sent to the intended addressee using for example, another communication network, such as the Internet or other data communications network. This arrangement also allows the call to be placed in the reverse direction, where this is favourable for tariff reasons. The invention also includes the automatic selection of a telephone network carrier based on tariff data requested over a data network such as the Internet.

Claims

1. A method of establishing a communication channel between first and second communication systems connected by a computer network and at least one telephony network, the method comprising the steps of:

requesting over said computer network the establishment of a communication channel between the first and second systems, said communication channel comprising a connection over one of said telephony networks;

establishing whether or not sufficient outgoing channel capacity is available from the first system to the second system to support the communication channel;

transmitting over said computer network, in response to establishing that there is insufficient available outgoing channel capacity from the first system to support the communication channel, a message to the second system requesting the second system to instigate establishment of the communication channel; and

establishing the communication channel according to a result of said establishing channel capacity step.

2. A method of establishing a communication channel between first and second communication systems connected by a computer network and at least one telephony network, the method comprising the steps of:

requesting over said computer network the establishment of a communication channel between the first and second systems, said communication channel comprising a connection over one of said telephony networks;

ascertaining whether or not it is more cost efficient to instigate establishment of the communication channel at the first or the second communication system;

instigating, in response to ascertaining that it is more cost effective to instigate establishment of the communication channel at the first communication system, said communication channel from said first communication system; and

transmitting over said computer network, in response to ascertaining that it is more cost effective to instigate establishment of the communication channel at the second communication system, a message to the second system requesting the second system to perform said instigating of establishment of the communication channel.

3. The method as claimed in claim 2, wherein said step of ascertaining is performed at a third communication system connected to said first and second communication systems by said computer network.

4. The method as claimed in claim 3, further comprising the step of maintaining at the third system data relating to the first and second communication systems for use in the step of ascertaining, said data including data representative of one or more prevailing call tariffs at said first and second communication systems.

5. The method as claimed in claim 4, wherein the step of maintaining the data further comprises the step of receiving updates from said first and second communication systems concerning their respective ones of said prevailing call tariffs.

6. The method as claimed in claim 3, wherein said computer network is a public network known as "the Internet".

7. The method as claimed in claim 2, wherein said step of ascertaining is performed at said first communication system.

8. A method of establishing a communication channel between first and second communication systems connected by a computer network and at least one telephony network, the method comprising the steps of:

requesting over said computer network the establishment of a communication channel between the first and second systems, said communication channel comprising a connection over one of said telephony networks;

transmitting a message from the first communication system, which originally desires the communication channel to be established, to said second communication system;

waiting a predetermined period of time for a response to the transmission;

deciding in the absence of said response within said predetermined time that said first communication system should establish the communication channel; and

establishing at said second communication system said communication channel.

9. A method of establishing a communication channel between first and second communication systems connected by a computer network and at least one telephony network, the method comprising the steps of:

requesting over said computer network the establishment of a communication channel between the first and second systems, said communication channel comprising a connection over one of said telephony networks;

ascertaining that there is insufficient available outgoing channel capacity from the first communication system to support the communication channel but sufficient available outgoing channel capacity from the first communication system to transmit a request for the communication channel to be established;

transmitting said request from the first communication system using said available outgoing channel capacity, said request containing an indication that the second system should instigate establishment of said communication channel; and

instigating establishment of said communication channel at said second system.

10. A method of establishing a communication channel between first and second communication systems connected by a computer network and at least two telephony networks, the method comprising the steps of;

requesting over said computer network the establishment of a communication channel between the first and second systems;

sending a first data message over said computer network to each of said at least two telephony networks, wherein said first message requests connection information regarding said telephony network;

receiving a response to said first data message from one or more of said telephony networks, wherein each of said responses contains a version of said requested connection information;

determining which one of the at least two telephony networks is to route the communication channel based upon comparing said received responses; and

establishing the communication channel according to a result of said determining step.

11. The method as claimed in claim 10, wherein the step of determining which one of the plurality of telephony networks to use comprises ascertaining which one is more cost effective.

12. The method as claimed in claim 10, wherein said step of determining which one of the plurality of telephony networks to use is performed at a third communication system, said third communication system being connected to said first and second communication systems by said computer network, by sending a second data message over said computer network to the third communication system, wherein said second data message requests said third communication system to perform said determining step, and wherein said steps of sending said first data message, receiving said responses, and determining occur at said third system in response to said second data message.

13. The method as claimed in claim 10, wherein the one of said first and second communication systems performing said requesting step is a computer integrated telephony system.

14. Apparatus for establishing a communication channel between first and second communication systems connected by a computer network and at least one telephony network, comprising:

means for receiving a request over said computer network for the establishment of a communication channel between the first and second systems, said communication channel comprising a connection over one of said telephony networks;

means for determining whether the first or second communication system should establish the communication channel;

means for instigating, in response to determining that the first communication system should establish the communication channel, establishment of the communication channel from said first communication system; and

transmitting over said computer network, in response to determining that the second communication system should establish the communication channel, a message to the second communication system requesting the second communication system to instigate establishment of the communication channel.

15. A method of establishing a communication channel between first and second communication systems connected by a computer network and at least one telephony network, the method comprising the steps of:

requesting over said computer network the establishment of a communication channel between the first and second systems, said communication channel comprising a connection over one of said telephony networks;

sending a message from said first communication system to a third communication system, said message requesting said second communication system to ascertain whether or not it is more cost effective to instigate establishment of the communication channel at the first or the second communication system;

instigating, in response to ascertaining that it is more cost effective to instigate establishment of the communication channel at the second communication system, said communication channel from said second communication system; and

transmitting over said computer network, in response to ascertaining that it is more cost effective to instigate establishment of the communication channel at the first communication system, a response to the first system requesting the first system to perform said instigating of establishment of the communication channel.

16. A method of establishing a communication channel between first and second communication systems connected by a computer network and a plurality of telephony networks, the method comprising the steps of:

requesting over said computer network establishment of a communication channel between the first and second systems, said communication channel comprising a connection over one of said telephony networks;

sending a data message to a third communication system, said third communication system being connected to said first and second communication systems by said computer network and having stored data related to call tariffs for each of said plurality of telephony networks;

receiving said data message at said third communication system;

determining using said stored call tariff data, in response to said receiving, which one of the plurality of telephony networks is to route the communication channel; and

establishing the communication channel according to a result of said determining step.

17. A method of establishing a communication channel between first and second communication systems connected by a computer network and a plurality of telephony networks, the method comprising the steps of:

upon detecting at said first communication system that there is insufficient outgoing channel capacity to establish said communication channel between said first and second communication systems, sending a data message to a third communication system, said third communication system being connected to said first and second communication systems by said computer network and having stored data, wherein said stored data includes information regarding currently available incoming and outgoing channel capacities of said first and second communication systems;

receiving said data message at said third communication system;

determining, in response to said receiving, whether said second communication system has sufficient outgoing channel capacity to support said communication channel, using said stored data;

sending, from said third communication system, a request message to said second communication system when it is established that said second communication system has sufficient outgoing capacity, wherein said request message requests said second communication system to instigate establishment of said communication channel.