Computer-telephony (CT) system including an electronic call request
First Claim
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 Assignments
0 Petitions
Accused Products
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.
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Citations
39 Claims
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1. A method of tracking and controlling a telephone call comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A method of tracking and controlling a telephone call comprising:
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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.
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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. - View Dependent Claims (21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37)
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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.
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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.
Specification