Computer-telephony (CT) system including an electronic call request

• US 5,999,609 A
• Filed: 04/04/1997
• Issued: 12/07/1999
• Est. Priority Date: 04/04/1997
• Status: Expired due to Term

• Current Assignee: Oracle America, Inc. (Oracle Corporation)
• Original Assignee: Sun Microsystems Incorporated (Oracle Corporation)
• Inventors: Nishimura, Masahiko
• Primary Examiner(s): Wolinsky, Scott
• Application Number:
  US08/835,150
• Time in Patent Office: 977 Days
• Field of Search: 379/201, 379/207, 379/211, 379/219, 379/220, 379/221, 379/229, 379/230, 379/265, 379/266, 379/309, 379/90.01, 379/93.17, 379/93.01
• US Class Current: 379/201.01
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• 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 3/523 with call distribution or queueing
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

Communications and messaging in a Computer-Telephony (CT) system are assisted using an Electronic Call Request (ECR), a computer and network system construct that operates in place of a telephone call. An ECR is invoked and made a storage and communication entity in a computing and network environment in which the ECR is logged in a queue. The ECR in the form of a storage and communication entity navigates the telephone network under the direction of the caller who graphically manipulates the ECR using a graphical user interface (GUI). The ECR is activated into a telephone call at the command of a human or computer or network system agent generating a telephone call both to the caller and the call target.

Claims

1. A method of tracking and controlling a telephone call comprising:

receiving a telephone call request from a caller;

creating an observable Electronic Call Request (ECR) in response to the receipt of the telephone call request;

routing the Electronic Call Request (ECR) to a destination;

activating a CallRouter Daemon;

logging the Electronic Call Request (ECR) through operation of the CallRouter Daemon; and

recording data associated with the Electronic Call Request (ECR) through operation of the CallRouter Daemon.

2. A method according to claim 1, wherein receiving the telephone call request further comprises:

entering a request by manipulating an input device connected to a computer system or workstation.

3. A method according to claim 1, wherein receiving the telephone call request further comprises:

invoking an Electronic Call Request (ECR) via a network connection using a network browser application.

4. A method according to claim 1, wherein receiving the telephone call request further comprises:

creating an artificial intelligence agent; and

the artificial intelligence agent directly calling a CallRouter Daemon to directly invoke an Electronic Call Request (ECR).

5. A method according to claim 1, further comprising:

monitoring the destination to determine whether and when the Electronic Call Request (ECR) is answered.

6. A method according to claim 1, further comprising:

specifying an argument to the telephone call request; and

storing the argument in association with the Electronic Call Request (ECR).

7. A method according to claim 1, further comprising:

creating an artificial intelligence agent; and

interrogating the caller via the artificial intelligence agent to classify a problem, request or issue raised by the caller.

8. A method according to claim 1, further comprising:

validating the Electronic Call Request (ECR) using an authorized user identification.

9. A method according to claim 1, further comprising:

assigning the Electronic Call Request (ECR) a universally unique identifier relating to the telephone request; and

storing and routing the universally unique identifier to follow the telephone call.

10. A method according to claim 1, wherein routing the Electronic Call Request (ECR) further comprises:

directly specifying a destination by the caller.

11. A method according to claim 1, wherein routing the Electronic Call Request (ECR) further comprises:

acquiring telephone call information;

analyzing the telephone call information and the telephone call request; and

determining a suitable address on the basis of the analysis.

12. A method according to claim 1, further comprising:

manipulating the routing of the Electronic Call Request (ECR) using a graphical user interface (GUI).

13. A method according to claim 1, further comprising:

a system object accessing Electronic Call Request (ECR) information;

the system object analyzing the Electronic Call Request (ECR) information; and

the system object performing an operation based on the Electronic Call Request (ECR) information.

14. A method according to claim 1, wherein routing further comprises:

routing the Electronic Call Request (ECR) to a plurality of destinations.

15. A method according to claim 1, further comprising:

delivering notification of the Electronic Call Request (ECR) to a destination.

16. A method according to claim 1, further comprising:

delivering notification of the Electronic Call Request (ECR) to a destination; and

generating a pop-up on a display at the destination.

17. A method according to claim 1, further comprising:

determining when an entity at a calling source and the destination are available;

ringing telephones at the calling source and the destination substantially simultaneously; and

completing a telephone connection upon pickup of the calling source telephone and the destination telephone.

18. A computer program product comprising:

a computer usable medium having computable readable code embodied therein implementing the method according to claim 1.

19. A method of tracking and controlling a telephone call comprising:

receiving a telephone call request from a caller;

telephoning a customer service system with a telephone message;

logging receipt of the telephone message at the customer service system;

transferring the telephone message to a Vector Directory Number;

executing a vector designated by the Vector Directory Number at a private branch exchange, the vector directing a communication between the private branch exchange and an adjunct that activates a CallRouter Daemon to create an observable Electronic Call Request (ECR) in response to the receipt of the telephone call request; and

routing the Electronic Call Request (ECR) to a destination.

20. A computer program product comprising:

a computer usable medium having computable readable code embodied therein including;

instructions for receiving a telephone call request from a caller;

instructions for creating an observable Electronic Call Request (ECR) in response to the receipt of the telephone call request;

instructions for routing the Electronic Call Request (ECR) to a destination;

instructions for activating a CallRouter Daemon;

instructions for logging the Electronic Call Request (ECR) through operation of the CallRouter Daemon; and

instructions for recording data associated with the Electronic Call Request (ECR) through operation of the CallRouter Daemon.

21. A computer program product according to claim 20 wherein the instructions for receiving the telephone call request further comprise:

instructions for entering a request by manipulating an input device connected to a computer system or workstation.

22. A computer program product according to claim 20 wherein the instructions for receiving the telephone call request further comprise:

instructions for invoking an Electronic Call Request (ECR) via a network connection using a network browser application.

23. A computer program product according to claim 20, wherein the instructions for receiving the telephone call request further comprise:

instructions for creating an artificial intelligence agent; and

instructions of the artificial intelligence agent including instructions for directly calling a CallRouter Daemon to directly invoke an Electronic Call Request (ECR).

24. A computer program product according to claim 20 further comprising:

instructions for monitoring the destination to determine whether and when the Electronic Call Request (ECR) is answered.

25. A computer program product according to claim 20 further comprising:

instructions for specifying an argument to the telephone call request; and

instructions for storing the argument in association with the Electronic Call Request (ECR).

26. A computer program product according to claim 20 further comprising:

instructions for creating an artificial intelligence agent; and

instructions for interrogating the caller via the artificial intelligence agent to classify a problem, request or issue raised by the caller.

27. A computer program product according to claim 20 further comprising:

instructions for validating the Electronic Call Request (ECR) using an authorized user identification.

28. A computer program product according to claim 20 further comprising:

instructions for assigning the Electronic Call Request (ECR) a universally unique identifier relating to the telephone request; and

instructions for storing and routing the universally unique identifier to follow the telephone call.

29. A computer program product according to claim 20, wherein instructions for routing the Electronic Call Request (ECR) further comprise:

instructions for directly specifying a destination by the caller.

30. A computer program product according to claim 20, wherein instructions for routing the Electronic Call Request (ECR) further comprise:

instructions for acquiring telephone call information;

instructions for analyzing the telephone call information and the telephone call request; and

instructions for determining a suitable address on the basis of the analysis.

31. A computer program product according to claim 20 further comprising:

instructions for manipulating the routing of the Electronic Call Request (ECR) using a graphical user interface (GUI).

32. A computer program product according to claim 20 further comprising:

a system object accessing Electronic Call Request (ECR) information;

the system object including;

instructions for analyzing the Electronic Call Request (ECR) information; and

instructions for performing an operation based on the Electronic Call Request (ECR) information.

33. A computer program product according to claim 20, wherein instructions for routing firther comprise:

instructions for routing the Electronic Call Request (ECR) to a plurality of destinations.

34. A computer program product according to claim 20 further comprising:

instructions for delivering notification of the Electronic Call Request (ECR) to a destination.

35. A computer program product according to claim 20 further comprising:

instructions for delivering notification of the Electronic Call Request (ECR) to a destination; and

instructions for generating a pop-up on a display at the destination.

36. A computer program product according to claim 20 further comprising:

instructions for determining when an entity at a calling source and the destination are available;

instructions for ringing telephones at the calling source and the destination substantially simultaneously; and

instructions for completing a telephone connection upon pickup of the calling source telephone and the destination telephone.

37. A computer usable medium comprising:

a computer program product according to claim 20.

38. A computer program product comprising:

a computer usable medium having computable readable code embodied therein including;

instructions for receiving a telephone call request from a caller;

instructions for telephoning a customer service system with a telephone message;

instructions for logging receipt of the telephone message at the customer service system;

instructions for transferring the telephone message to a Vector Directory Number;

instructions for executing a vector designated by the Vector Directory Number at a private branch exchange, the vector directing a communication between the private branch exchange and an adjunct that activates a CallRouter Daemon to create an observable Electronic Call Request (ECR) in response to the receipt of the telephone call request; and

instructions for routing the Electronic Call Request (ECR) to a destination.

39. A computer program product comprising:

a computer usable medium having computable readable code embodied therein including;

instructions for receiving a telephone call request from a caller;

instructions for creating an observable Electronic Call Request (ECR) in response to the receipt of the telephone call request;

instructions for routing the Electronic Call Request (ECR) to a destination;

instructions for activating a CallRouter Daemon;

instructions for logging the Electronic Call Request (ECR) through operation of the CallRouter Daemon; and

instructions for recording data associated with the Electronic Call Request (ECR) through operation of the CallRouter Daemon.