Web call center/PSTN to TCPIP internet network

• US 6,188,762 B1
• Filed: 12/01/1997
• Issued: 02/13/2001
• Est. Priority Date: 12/01/1997
• Status: Expired due to Fees

• Current Assignee: Stephen Shooster
• Original Assignee: Stephen Shooster
• Inventors: Shooster, Stephen
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US08/980,626
• Time in Patent Office: 1,170 Days
• Field of Search: 370/352, 370/353, 370/354, 379/265, 379/266, 379/309, 379/127, 379/142, 379/900
• US Class Current: 379/265.09
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/55 Push-based network services
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• 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 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04Q 2213/13034 A/D conversion, code compression/expansion
• CPC Class Codes: H04Q 2213/1305 Software aspects
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13091 CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/13389 LAN, internet
• CPC Class Codes: H04Q 3/64 Distributing or queueing
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber
• CPC Class Codes: Y10S 379/90 Internet, e.g. Internet phone, webphone, internet-based telephony

Abstract

A web call center system which provides automatic access to and retrieval of data from a remote or local web host by a call center operator upon receipt of a telephone call. The web call center includes a switch (PBX), a computer workstation, a telephone, a data link, a network server, computer/telephony integration (CTI) software, a network router, and application software to process the DNIS data and access the corresponding local application or web site data. In use, a call is received by the call center PBX, which routes the voice component to a telephone at a particular workstation location and the DNIS, ANI and Destination DN components, through its data link, to an external data link which, in turn, passes them to the network server wherein CTI software resides. The CTI software correlates the particular telephone to which the voice component of the telephone call was sent with the particular workstation where that telephone is located and sends the relevant DNIS, ANI and Destination DN components to that workstation. The DNIS component is processed, causing either a local application screen, with data residing on a local server or remote server, or a particular web site, with data residing on a local or remote web host, to “pop” (i.e., be automatically displayed) on the workstation screen.

Claims

1. A web call center system for integrating a telephone call center communication facility and a web site comprising:

a telephone switch for receiving and transmitting a plurality of telephone calls;

at least one workstation having a computer processor, a display and a memory for storing a plurality of processor implemented computer instructions;

a network server;

computer/telephony integration software for monitoring and controlling said telephone calls and interpreting DNIS data associated with said telephone calls to determine whether to display a local application or a web site on said display and to cause said local application or said web site to be displayed on said display, said computer/telephony integration software including a server portion stored on said network server and an application portion stored on said workstations;

at least one telephone for audio communication between a workstation operator and a person at a remote location associated with said telephone call;

interface means for interfacing said switch, said workstations, said network server and said telephones; and

communication means for interfacing said workstations with a web site as directed by said telephone call DNIS data so that said web site is retrieved from a web host and displayed on said display of said workstation operator handling said telephone call.

2. A web call center system for integrating a telephone call center communication facility and a web site as recited in claim 1 wherein said interface means includes a data link supporting transport control protocol/internet protocol (TCP/IP).

3. A web call center system for integrating a telephone call center communication facility and a web site as recited in claim 1 wherein said communication means includes a network router.

4. A web call center system for integrating a telephone call center communication facility and a web site as recited in claim 1 wherein said communication means includes a local area network.

5. A web call center system for integrating a telephone call center communication facility and a web site as recited in claim 1 wherein said communication means includes an ISDN modem.

6. A web call center system for integrating a telephone call center communication facility and a web site comprising:

a telephone switch for receiving and transmitting a plurality of telephone calls;

at least one workstation having a computer processor, a display and a memory for storing a plurality of processor implemented computer instructions;

a network server;

a mainframe computing system having a computer processor and a memory for storing a plurality of processor implemented computer instructions;

computer/telephony integration software for monitoring and controlling sad telephone calls and interpreting DNIS data associated with said telephone calls to determine whether to display a local application or a web site on said display and to cause said local application or said web site to be displayed on said display, said computer/telephony integration software including a server portion stored on said network server and an application portion stored on said mainframe computing system;

a telephone for audio communication between a workstation operator and a person at a remote location associated with said telephone call;

interface means for interfacing said switch, said workstations, said network server, said mainframe computing system and said telephones; and

communication means for interfacing said workstations with a web site as directed by said telephone call DNIS data so that said web site is retrieved from a web host and displayed on said display of said workstation operator handling said telephone call.

7. A web call center system for integrating a telephone call center communication facility and a web site as recited in claim 6 wherein said interface means includes a data link supporting transport control protocol/internet protocol (TCP/IP).

8. A web call center system for integrating a telephone call center communication facility and a web site as recited in claim 6 wherein said communication means includes a network router.

9. A web call center system for integrating a telephone call center communication facility and a web site as recited in claim 6 wherein said communication means includes a local area network.

10. A web call center system for integrating a telephone call center communication facility and a web site as recited in claim 6 wherein said communication means includes an ISDN modem.

11. A web call center system for integrating a telephone call center communication facility and a web site comprising:

a telephone switch for receiving and transmitting a plurality of telephone calls;

at least one workstation having a computer processor, a display and a memory for storing a plurality of processor implemented computer instructions;

a network server;

a mainframe computing system having a computer processor and a memory for storing a plurality of processor implemented computer instructions;

computer/telephony integration software for monitoring and controlling telephone calls and interpreting DNIS data associated with said telephone calls to determine whether to display a local application or a web site on said display and to cause said local application or said web site to be displayed on said display, said computer/telephony integration software including a server portion stored on said network server and an application portion stored on said mainframe computing system;

a telephone for audio communication between a workstation operator and a person at a remote location associated with said telephone call;

a data link for interfacing said switch, said workstations and said telephones, said data link supporting transport control protocol/internet protocol (TCP/IP); and

communication means for interfacing said workstation with a web site as directed by said telephone call DNIS data so that said web site is retrieved from a web host and displayed on said display of said workstation operator handling said telephone call.

12. A web call center system for integrating a telephone call center communication facility and a web site as recited in claim 11 wherein said communication means includes a network router.

13. A web call center system for integrating a telephone call center communication facility and a web site as recited in claim 11 wherein said communication means includes a local area network.

14. A web call center system for integrating a telephone call center communication facility and a web site as recited in claim 11 wherein said communication means includes an ISDN modem.