Extending internet calls to a telephony call center

• US 6,385,191 B1
• Filed: 11/14/1996
• Issued: 05/07/2002
• Est. Priority Date: 11/14/1996
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Haserodt, Kurt H., Coffman, James E.
• Primary Examiner(s): YAO, KWANG BIN
• Application Number:
  US08/749,298
• Time in Patent Office: 2,000 Days
• Field of Search: 370/352, 370/353, 370/354, 370/355, 370/356, 370/392, 370/401, 370/402, 370/403, 370/404, 370/405, 370/410, 379/93.23, 379/201, 379/219, 379/88.17, 379/201.01, 379/220.01
• US Class Current: 370/352
• CPC Class Codes: H04L 12/6418 Hybrid transport
• CPC Class Codes: H04L 2012/6427 Subscriber Access Module; Concentrator; Group equipment
• CPC Class Codes: H04L 2012/6472 Internet
• CPC Class Codes: H04L 2012/6475 N-ISDN, Public Switched Telephone Network [PSTN]
• CPC Class Codes: H04L 2012/6486 Signalling Protocols
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 2207/203 composed of PSTN and data network, e.g. the Internet
• 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 3/42178 by downloading data to substation equipment
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/003 Click to dial services
• CPC Class Codes: H04Q 11/0457 Connection protocols
• CPC Class Codes: H04Q 2213/13034 A/D conversion, code compression/expansion
• CPC Class Codes: H04Q 2213/1307 Call setup
• 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 2213/13175 Graphical user interface [GUI], WWW interface, visual indication
• CPC Class Codes: H04Q 2213/13196 : Connection circuit/link/trunk/junction, bridge, router, gateway
• CPC Class Codes: H04Q 2213/13204 : Protocols
• CPC Class Codes: H04Q 2213/13209 : ISDN
• CPC Class Codes: H04Q 2213/13389 : LAN, internet
• CPC Class Codes: H04Q 3/72 : Finding out and indicating number of calling subscriber

Abstract

A call originating in the Internet network (102) is converted by a gateway (104) into a telephone call and is completed to a call center (106) as a conventional inbound call including caller identification. An Internet user who has accessed a World Wide Web (WWW) home page (114) of a call center customer indicates a desire to speak to a call center agent by activating a “call” virtual button (115) of the home page by means of the WWW browser (101) of the user'"'"'s Internet phone (99)-equipped client (100). The WWW server (103) of the home page responds by sending an executable applet (117) and the call center'"'"'s telephone number (116) to the client (100). The client executes the applet to obtain the user'"'"'s telephone number from the user, to establish an Internet connection between the Internet phone (99) and the gateway, and to provide the user'"'"'s and call center'"'"'s telephone numbers to the gateway. The gateway uses the phone numbers to establish a call to the call center through the telephone network (105). It provides the user'"'"'s telephone number to the call center as the calling telephone number (119) by including it in a field (e.g., ANI) of the ISDN call SETUP message (118). The gateway also interfaces the Internet connection with the telephone call. The call center uses the calling number to effect a screen pop at the agent position (109-110) of the agent assigned to handle the call.

Claims

1. A method of effecting a call-center call in a communications system that includes a client-server network comprising at least one client and at least one server interconnected by a data network, a telephone network, a telephone call center connected to the telephone network, and a gateway interfacing the data network with the telephone network, the method comprising the steps of:

the client indicating to the server through the data network a desire to speak to a call center agent;

in response to the indication, the server providing to the client through the data network information enabling the client to connect to the call center, including an identifier of the call center;

in response to receipt of the information, the client establishing a connection through the data network to the gateway and providing the call center identifier to the gateway via the connection; and

in response to the receipt of call center identifier, the gateway establishing a telephone call through the telephone network to the call center and interfacing the telephone call to the connection.

2. The method of claim 1 wherein:

the identifier of the call center comprises a telephone number of the call center.

3. The method of claim 1 wherein:

the information comprises an executable application; and

the step of the client establishing and providing comprises the step of

the client establishing the connection to the gateway and providing the call center identifier to the gateway by executing the application.

4. The method of claim 1 in a communications system wherein the client includes a data phone, and wherein:

the step of the client establishing a connection comprises the step of the client establishing said connection through the data network between the data phone and the gateway.

5. The method of claim 1 in a communications network wherein the data network comprises a packet-switched network.

6. The method of claim 1 in a communications network wherein the data network comprises the Internet.

7. The method of claim 1 wherein:

the step of the client establishing and providing comprises the step of

the client further providing an identifier of a user of the client to the gateway via the connection; and

the step of the gateway establishing a telephone call comprises the step of

in response to receipt of the identifier of the client, the gateway conveying the identifier of the client to the call center.

8. The method of claim 1 wherein:

the step of the client establishing and providing comprises the step of

the client further providing a telephone number of a user of the client to the gateway via the connection; and

the step of the gateway establishing a telephone call comprises the step of

in response to receipt of the telephone number of the client, the gateway conveying the telephone number of the client as a calling telephone number to the call center.

9. The method of claim 8 further comprising the step of:

in response to the establishment of the telephone call, the call center using the calling telephone number to effect a screen pop at an agent position that is handling the telephone call.

10. A method of effecting a call-center call in a communications system that includes a client-server network comprising an Internet client equipped with a World Wide Web (WWW) browser and an Internet phone, at least one Internet server for serving at least one WWW page, and an Internet network interconnecting the client with the server, and that further includes a telephone network, a telephone call center connected to the telephone network, and a gateway interfacing the Internet network with the telephone network, the method comprising the steps of:

a user of the client interacting via the browser with a WWW page provided through the Internet to the client by the server, to indicate a desire to speak to a call center agent;

in response to the interacting, the client notifying the server through the Internet of the user'"'"'s desire;

in response to the notification, the server providing to the client through the Internet an executable application and a telephone number of the call center;

in response to receipt of the executable application and the telephone number, the client executing the application;

in response to executing the application, the client obtaining a telephone number of the user, establishing a connection through the Internet between the Internet phone and the gateway, and providing the telephone number of the user and the telephone number of the call center to the gateway via the connection;

in response to the connection and the telephone numbers, the gateway establishing a telephone call through the telephone network to the call center, using the telephone number of the user as the calling number and using the telephone number of the call center as the called number, and further interfacing the established telephone call with the established connection through the Internet; and

in response to establishment of the telephone call, the call center connecting the telephone call to an agent position and using the calling telephone number to effect a screen pop at the agent position.

11. The method of claim 10 wherein:

the step of using the telephone number of the user as the calling number comprises the step of

the gateway including the telephone number of the user as the calling number in a call setup message to the call center for establishing the telephone call.

12. A client for a client-server network that comprises the client, at least one server, and a gateway to a telephone system, interconnected by a data network, the client comprising:

an arrangement for indicating to the server through the data network a desire to speak to a call center agent; and

an arrangement responsive to receipt from the server through the data network of information enabling the client to connect to a call center through the gateway, including an identifier of the call center, for using the information to establish a connection through the data network to the gateway and providing the call center identifier to the gateway through the connection for use by the gateway in establishing a telephone call to the call center.

13. The client of claim 12 wherein:

the arrangement for using and providing further uses the information to obtain an identifier of a user of the client and further provides the identifier of the user to the gateway through the connection for use by the gateway in establishing the telephone call.

14. The client of claim 13 wherein:

the identifier of the user is a telephone number of the user, and

the arrangement for using and providing provides the telephone number of the user to the gateway as the calling telephone number.

15. The client of claim 12 wherein:

the information comprises an executable application, the identifier of the call center comprises a telephone number of the call center, and

the arrangement for using and providing comprises

means for executing the application to obtain a telephone number of a user of the client, establish a connection from the client through the data network to the gateway, and provide the telephone number of the call center as the called telephone number and further provide the telephone number the user as the calling telephone number, to the gateway through the connection for use by the gateway in establishing a telephone call to the call center.