Telephone transaction processing as a part of a call transport

• US 6,307,922 B1
• Filed: 11/21/2000
• Issued: 10/23/2001
• Est. Priority Date: 06/07/1995
• Status: Expired due to Term

• Current Assignee: Convergys Customer Management Delaware LLC (Concentrix CVG Customer Management Group, Inc.)
• Original Assignee: Convergys Corporation (Synnex Corporation)
• Inventors: Scherer, Gordon F.
• Primary Examiner(s): Chan, Wing F.
• Application Number:
  US09/717,536
• Time in Patent Office: 336 Days
• Field of Search: 379/91.01, 379/91.02, 379/201, 379/114, 379/121, 379/122, 379/143, 379/154, 379/207, 379/218, 379/67.1, 379/88.18, 379/265, 379/266, 379/121.01, 379/121.03
• US Class Current: 379/91.02
• CPC Class Codes: G06Q 20/16 Payments settled via telecommunication systems
• CPC Class Codes: H04M 15/34 Charging, billing or metering arrangements for private branch exchanges
• CPC Class Codes: H04M 17/106 using commercial credit or debit cards
• CPC Class Codes: H04M 2017/14 using commercial credit/debit cards, e.g. VISA, AMEX
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04Q 1/45 using multi-frequency signalling H04Q1/46 takes precedence

Abstract

A telephone transaction processing system is disclosed. Processing of telephone transactions, such as credit card transactions, financial account debiting, or information collection, is facilitated by an agent that may be integrated into the transport of the carrier as an enhanced service, the telephone network of a local or long distance company, or a private branch exchange or computer or separate processor supporting said telephone call. The agent may be invoked through touch tones or voice commands by any party on a completed telephone call and may be invoked multiple times during a conversation.

Claims

1. A communication transaction processing system comprising:

a communication initiating device adapted to initiate a communication;

a communication receiving device adapted to receive a communication from said initiating device;

a completed communication circuit between a first party at said initiating device and a second party at said receiving device;

a transaction to be processed in association with said communication; and

,

a transaction device integrated in the transmission of said communication to facilitate processing of said transaction, said transaction device adapted to be activated by one of either said first party or said second party through said initiating device or through said receiving device.

2. The system of claim 1, wherein said transaction device is integrated into a private branch exchange.

3. The system of claim 1, wherein said transaction device is integrated into the communication transport as an enhanced service.

4. The system of claim 1, wherein said transaction device remains available to be summoned by said first party after said communication is forwarded to another receiving device.

5. The system of claim 1, wherein said transaction device may be activated using touch-tones or voice commands.

6. The system of claim 1, wherein said transaction device may be activated more than once during a completed communication circuit.

7. The system of claim 1, wherein said transaction device is capable of prompting a party on said completed communication circuit for information required to complete said communication circuit.

8. The system of claim 1, wherein information related to said transaction may be modified by said transaction device or one of said parties during said completed communication circuit or during a subsequent completed communication circuit.

9. The system of claim 1, wherein other parties at other communication initiating devices may participate in said completed communication circuit.

10. The system of claim 1, where said transaction to be processed is a credit card transaction or a debiting of a checking or other financial account.

11. A method of processing transactions during completed communications, said method comprising the steps of:

providing a first communication device for initiating and receiving communications;

providing a second communication device for initiating and receiving communications;

completing a communication between a party at said first communication device and a party at said second communication device;

initiating a transaction to be processed during said communication, said transaction involving data entry, retrieval, or modification; and

,

entering information related to said transaction, said data being accepted by a transaction device integrated into a member of the group comprising a transport supporting said communication, a telephone network supporting said communication, a computer or separate processor supporting said communication, or a private branch exchange to which said first communication device or said second communication device is connected.

12. The method of claim 11, wherein said transaction device may be activated by said first party or said second party at any time during said completed communication.

13. The method of claim 11, further comprising the step of activating said transaction device through touch tones or voice commands.

14. The method of claim 11, further comprising the step of activating said transaction device multiple times during a completed communication.

15. The method of claim 11, further comprising the step of prompting by said transaction device of a party on said completed communication for information required to complete said transaction.

16. The method of claim 11, further comprising the step of modifying information related to said transaction, said modifications being performed by said transaction device or one of said parties during said completed communication or during subsequent completed communication.

17. The method of claim 11, further comprising the step of including in said completed communication one or more additional parties at additional communication devices.

18. The method of claim 11, wherein said transaction to be processed is a credit card transaction or a debiting of a checking or other financial account.