Virtual call center

• US 6,049,602 A
• Filed: 09/18/1997
• Issued: 04/11/2000
• Est. Priority Date: 09/18/1997
• Status: Expired due to Term

• Current Assignee: AT&T Corporation (AT&T, Inc.)
• Original Assignee: AT&T Corporation (AT&T, Inc.)
• Inventors: Westrich, Robert S., Weber, Roy Philip, Goldman, Shelley B., Wang, Shaoqing Q., Foladare, Mark Jeffrey, Silverman, David Phillip
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US08/933,518
• Time in Patent Office: 936 Days
• Field of Search: 379/265, 379/266, 379/309, 379/308, 379/207, 379/219, 379/220, 379/93.02, 379/93.03, 379/93.12, 379/188, 379/196, 379/197, 379/198, 379/189, 370/351, 370/352, 370/353-356, 370/270, 709/204, 709/205
• US Class Current: 379/265.04
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Abstract

Call center functions are provided to a plurality of remotely located customer service representatives (CSRs) via a data network, such as the Internet. Each CSR station includes a telephone and a computer. Separate log-in procedures for the computer and the telephone improve system security. Incoming calls are routed to an available CSR. A call control server provides call control pages that include a set of clickable commands (e.g., transfer, hold, conference, speed-dial buttons, and the like) and telephone digits to CSR computers that allow CSRs to remotely control telephone calls. A merchant server can also provide a merchant application page to CSR computers to allow CSRs to process customer calls.

Claims

1. A method of providing call center functionality at a representative station, the representative station including a computer and a telephone, said method comprising the steps of:

establishing a data communications link between a system computer and the station computer;

receiving computer log-in information from the station computer via the data communications link;

establishing a voice communications link between the station telephone and a telecommunications switch;

receiving telephone log-in information from the station telephone via the voice communications link;

establishing a link between the system computer and the switch such that call control commands provided from the station computer are transmitted to the switch via the system computer to control telephone calls that are received at the switch.

2. The method of claim 1 wherein said system computer comprises a call control server.

3. The method of claim 1, wherein said step of receiving computer log-in information comprises the steps of:

receiving at the system computer a computer log-in ID and password from the station computer; and

authenticating the computer log-in ID and password.

4. The method of claim 1 wherein said step of receiving computer log-in information comprises the steps of:

receiving at the system computer a certificate ID of the station computer; and

authenticating the computer by comparing the certificate ID to a list of certificate IDs.

5. The method of claim 1 wherein said step of receiving computer log-in information comprises the steps of:

receiving at the system computer a Cookie or unique number from the station computer;

authenticating the station computer by comparing the received Cookie or number to a list.

6. The method of claim 1 wherein said step of receiving computer log-in information comprises the steps of:

receiving a computer log-in ID and password at the system computer;

performing computer authentication by comparing the computer login ID and password to a list of computer log-in IDs and corresponding passwords.

7. The method of claim 1 wherein said step of establishing a link between the system computer and the station computer comprises the step of sending a call control page from the system computer to the station computer, said call control page comprises a set of selectable commands that allows a user of the station computer to control telephone calls received at the switch.

8. The method of claim 7 wherein said system computer dynamically obtains the address of the station computer from the station computer during said step of receiving computer log-in information, said address being used by said system computer to send the call control page to the station computer.

9. The method of claim 1 and further comprising the step of said system computer sending a merchant application page to the station computer.

10. The method of claim 1 and further comprising the steps of:

receiving an incoming call at the switch;

selecting the station to receive the received call;

routing the call to the selected station for processing.

11. The method of claim 1 wherein said step of establishing a voice communications link comprises the step of placing a telephone call from the station telephone to the switch.

13. The method of claim 1 wherein said step of receiving telephone log-in information comprises the step of:

receiving a telephone password from the station telephone; and

comparing the telephone password to a list of authorized telephone passwords.

14. The method of claim 13 wherein said step of receiving a telephone password comprises the step of receiving a telephone password as one or more touch tone signals.

15. The method of claim 13 wherein said step of receiving a telephone password comprises the step of receiving a telephone password as one or more spoken words or phrases.

12. A method of providing call center functionality at a representative station the representative station including a computer and a telephone, said method comprising the steps of:

establishing a data communications link between a system computer and the station computer;

receiving computer log-in information from the station computer via the data communications link;

establishing a voice communications link between the station telephone and a telecommunications switch by

sending a signal from the system computer to the switch based on said step of receiving computer log-in information said signal requesting the switch to place a call to the station telephone; and

placing a call from the switch to the station telephone;

receiving telephone log-in information from the station telephone via the voice communications link;

establishing a link between the system computer and the switch such that call control commands provided from the station computer are transmitted to the switch via the system computer to control telephone calls that are received at the switch.

16. A method of providing call center functionality at a representative station, the representative station including a computer and a telephone, said method comprising the steps of:

establishing a data communications link between a system computer and the station computer;

receiving computer log-in information from the station computer via the data communications link;

establishing a voice communications link between the station telephone and a telecommunications switch;

receiving telephone log-in information from the station telephone via the voice communications link by

placing a telephone call to the station telephone;

prompting a person answering the call to provide a telephone password;

receiving the telephone password;

comparing the received telephone password to a list of one or more authorized telephone passwords;

permitting the station telephone to receive telephone calls received at the switch if the received telephone password is an authorized telephone password;

establishing a link between the system computer and the switch such that call control commands provided from the station computer are transmitted to the switch via the system computer to control telephone calls that are received at the switch.

17. A method of processing a telephone call at one of a plurality of remote stations, each remote station including a computer and a telephone, said method comprising the steps of:

receiving an incoming telephone call at a telecommunications switch;

identifying an available authenticated station to process the received call;

forwarding the received call to the telephone of the identified station;

sending a call control page to the computer of the identified station, said call control page including a plurality of selectable call control commands;

receiving a signal from the identified station corresponding to an actuated call control command; and

controlling the received call based on the signal corresponding to the actuated call control command.

18. The method of claim 17 and further comprising the steps of:

sending a signal from the switch to a merchant server indicating that the received call will be forwarded to the identified station; and

sending one or more pages from the merchant server to the computer of the identified station.

19. A method of providing remote call center functionality at a remote station, the station including a computer and a telephone, said method comprising the steps of:

using the station computer to log-in to a call control server via a data communications link;

using the station telephone to log-in to a telecommunications switch via a voice communications link;

receiving a telephone call at the switch;

selecting the remote station from one or more stations to receive the call;

transferring the call to the station telephone;

sending a call control page from the call control server to the station computer, the call control page including one or more selectable call control commands; and

actuating one of the call control commands on the call control web page, a signal corresponding to the actuated command being provided from the station computer to the switch via the call control server to control the received call.

20. The method of claim 19 and further comprising the steps of:

sending a signal from the switch to a merchant server indicating that the received call will be forwarded to the telephone of the selected station, said signal including at least the address of the computer of the selected station;

sending a merchant application page from the merchant server to the computer of the selected station based on the address of the computer.

21. The method of claim 20 and further comprising the step of processing the call by receiving customer purchase information over the station telephone and using the station computer to input data into one or more fields of the merchant application page.

22. A method of processing a telephone call at one of a plurality of remote stations, each remote station including a computer and a telephone, said method comprising the steps of:

receiving an incoming telephone call at a telecommunications switch;

answering the call and prompting the caller to provide information;

storing information received from said caller;

identifying an available station to process the received call;

sending a signal to a merchant server indicating that the received call will be forwarded to the computer of the identified station, said signal including the address of the computer of the identified station;

forwarding the received call to the telephone of the identified station;

sending one or more pages, including at least some of said information received from said caller, from the merchant server to the computer of the identified station based on the the address of the computer;

sending a call control web page from a call control server to the computer of the identified station;

actuating a call control command in the call control web page, a signal corresponding to said actuated command being forwarded to the switch to control the received call.

23. The method of claim 22 wherein said step of identifying an available station to process the received call comprises the steps of:

sending a signal from the switch to the call control server requesting that the call control server identify an available station;

the call control server selecting an available station; and

receiving a signal at the switch from the call control server identifying the available station to receive the call.

24. The method of claim 22 wherein said call control commands include one or more commands from the list consisting of:

an answer command instructing the switch that the telephone call should be connected to the station telephone;

a hang-up or terminate command instructing the switch that the telephone call should be terminated;

a transfer command instructing the switch that the telephone call should be transferred to another party;

a conference command instructing the switch to conference in another party for the telephone call;

a hold command instructing the switch to place the call on hold;

one or more speed dial commands instructing the switch to transfer the call to a party specified by the speed dial button; and

a break request/break return command instructing the switch that the representative is unavailable on break/or has returned from break and is now available to receive calls, respectively.

25. A method of providing secure communications between a system and a user station, the user station including a telephone and a computer, said method comprising the steps of:

establishing a data link between the station computer and a data server;

authenticating the user via computer;

placing a call to the station telephone in response to said step of authenticating;

authenticating the user by telephone;

providing information to the user via telephone or via said data link only if the user has been authenticated by computer and by telephone.

26. The method of claim 25 wherein said step of authenticating the user via computer comprises the steps of:

using the station computer to provide a login-ID and password to the data server;

authenticating the login-ID and password.

27. The method of claim 25 wherein said step of authenticating the user via computer comprises the steps of:

providing a Certificate ID or number from the station computer to the data server; and

authenticating the Certificate ID or number.

28. The method of claim 25 wherein said step of authenticating the user by telephone comprises the steps of:

prompting the user for a telephone password;

receiving the telephone password input by the user; and

authenticating the telephone password.

29. The method of claim 28 wherein said telephone password is input by the user using touch tone buttons on the station telephone.

30. The method of claim 28 wherein said telephone password is input by the user speaking into the station telephone.

31. The method of claim 25 wherein said step of providing information to the user comprises the step of routing a customer call to the station telephone only if the user has been authenticated by computer and by telephone.

32. The method of claim 25 wherein said step of providing information to the user comprises the step of providing a call control web page to the station computer only if the user has been authenticated by computer and by telephone.

33. The method of claim 25 wherein said step of providing information to the user comprises the step of providing an application web page to the station computer only if the user has been authenticated by computer and by telephone.