Method and apparatus for establishing communication between a transaction initiator and a transaction processing system

• US 6,438,599 B1
• Filed: 04/03/1998
• Issued: 08/20/2002
• Est. Priority Date: 04/03/1998
• Status: Expired due to Term

• Current Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Original Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Inventors: Chack, Michael A.
• Primary Examiner(s): Maung, Zarni
• Assistant Examiner(s): Patel, Jagdish N
• Application Number:
  US09/054,755
• Time in Patent Office: 1,600 Days
• Field of Search: 705/39, 705/26, 705/27, 379/93.12, 379/102.03, 379/88.13, 379/265.09, 709/219, 709/229
• US Class Current: 709/229
• CPC Class Codes: G06Q 20/10 specially adapted for electronic funds transfer [EFT] systems; specially adapted for home banking systems
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/04 specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication

Abstract

A system is provided for establishing communication between a transaction initiator and a transaction processing system, in which the transaction processing system has received a transaction from the transaction initiator. The system receives an identifier associated with the received transaction. This identifier is received from the transaction processing system. The transaction initiator is identified based on the identifier associated with the received transaction. A resource locator, such as a uniform resource locator (URL), is then provided to the transaction initiator. The resource locator is also provided to the transaction processing system. The system also determines a network address associated with the transaction initiator and provides the network address to the transaction processing system. The identifier associated with the received transaction can be the transaction initiator'"'"'s telephone number, the transaction initiator'"'"'s account number, or other information.

Claims

1. A method to establish communications between a transaction initiator and a transaction processing system, a method including:

establishing a transaction between the transaction initiator and the transaction processing system, the transaction capable of supporting both voice and data communications between the transaction initiator and the transaction processing system;

receiving an identifier associated with the transaction at the transaction processing system, wherein the identifier is received automatically by the transaction processing system as a data communication and without prompting from the transaction initiator;

identifying the transaction initiator based on the identifier associated with the transaction; and

automatically providing a resource locator from the transaction processing system to the transaction initiator responsive to the identification of the transaction initiator,

wherein the resource locator identifies a resource that is selected based on the identification of the transaction initiator.

2. The method of claim 1 wherein the transaction constitutes an Internet session capable of handling both voice data and digital data.

3. The method of claim 2 wherein the transaction is established over an ISDN line.

4. The method of claim 1 wherein the transaction initiator initiates the transaction utilizing a voice communication system.

5. The method of claim 4 wherein the voice communication system comprises an Internet telephone to receive the resource locator.

6. The method of claim 5 wherein the Internet telephone comprises a stand-alone unit, coupled a computer system.

7. The method of claim 6 wherein the Internet telephone is to communicate the resource locator to the computer system, the computer system to retrieve the resource identified by the resource locator.

8. The method of claim 5 wherein Internet telephone is implemented as an application executing on a computer system.

9. The method of claim 1 wherein the identifier associated with the transaction is received at the transaction processing system as a message dedicated to requesting the resource locator.

10. The method of claim 1 wherein the identifier associated with the transaction is received at the transaction processing system as part of a call setup message.

11. The method of claim 1 wherein the identifier associated with the transaction is received as part of a temporary signaling connection establish between the transaction initiator and the transaction processing system to facilitate an exchange of messages.

12. The method of claim 1 including, at the transaction processing system, determining whether the transaction initiator is capable of receiving the resource locator and of retrieving a resource identified by the resource locator via a network connection.

13. The method of claim 12 wherein the determination includes determining whether the transaction initiator is currently logged onto the Internet.

14. The method of claim 12 wherein the determining includes identifying any one of a group of information items concerning the transaction initiator, the group of information items including a telephone number, an account number, or other identifier associated with the transaction.

15. The method of claim 12 wherein the determining includes comparing the identifier associated with the transaction to a table of identifiers associated with customers serviced by the transaction processing system to determine whether the transaction initiator is a customer.

16. The method of claim 1 wherein the resource identified by the resource locator comprises a custom web page customized for the transaction initiator.

17. The method of claim 16 wherein the custom web page includes information concerning an account of the transaction initiator.

18. The method of claim 16 wherein the custom web page includes information likely to be of interest to the transaction initiator.

19. The method of claim 18 wherein the information likely to be of interest is a product advertisement.

20. The method of claim 18 wherein the information likely to be of interest includes pricing information regarding products that are likely to be of interest to the transaction initiator.

21. The method of claim 18 wherein the information likely to be of interest includes product availability information regarding products that are likely to be of interest to the transaction initiator.

22. The method of claim 1 wherein the resource identified by the resource locator comprises a web page identified by an agent associated with the transaction processing system for viewing by the transaction initiator.

23. The method of claim 22 wherein the web page identified by the agent pertains to a product regarding which the agent and the transaction initiator have exchanged voice communications.

24. The method of claim 1 wherein the resource locator is automatically provided from the transaction processing system to the transaction initiator prior to an establishment of voice communications between the transaction initiator and the transaction processing system.

25. The method of claim 24 wherein the resource identified by the resource locator comprises a web page informing the transaction initiator that the transaction processing system is unable to establish voice communications with the transaction initiator.

26. The method of claim 25 wherein the web page informs the transaction initiator of alternative communication options.

27. The method of claim 1 wherein the transaction is capable of supporting both analog voice data from a telephone and digital data from a computer for communication to the transaction processing system.

28. The method of claim 1 wherein the transaction comprises a single communication link between the transaction initiator to handle both an Internet telephone call and the retrieval of web pages from the transaction processing system.

29. The method of claim 1 wherein the resource locator is a uniform resource locator (URL).

30. The method of claim 1 including determining a network address associated with the transaction initiator, and communicating the network address to the transaction processing system.

31. The method of claim 1 wherein the identifier associated with the transaction is a telephone number of the transaction initiator.

32. The method of claim 1 wherein the identifier associated with the transaction is an account number of the transaction initiator.

33. A method to facilitate communications between a transaction initiator and a transaction processing system, a method including:

establishing a transaction between the transaction initiator and the transaction processing system;

receiving an identifier associated with the transaction at the transaction processing system as part of the establishment of the transaction, and as provided by the transaction initiator without prompting from the transaction processing system;

identifying the transaction initiator based on the identifier associated with the transaction; and

automatically providing a resource locator from the transaction processing system to the transaction initiator responsive to the identification of the transaction initiator, wherein the resource locator identifies a custom resource that is customized for the transaction initiator, based on the identification of the transaction initiator.

34. The method of claim 33 wherein the custom resource comprises a web page including information selected based on the identification of the transaction initiator.

35. The method of claim 34 wherein the selected information includes any one of a group of information items including an account balance and product information concerning a product in which the transaction initiator most likely has an interest.

36. The method of claim 33 wherein the automatic provision of the resource locator from the transaction processing system to the transaction initiator includes determining whether the transaction initiator is capable of retrieving the custom resource.

37. The method of claim 33 wherein the determining includes identifying whether the transaction initiator is a customer of an organization serviced by the transaction processing system.

38. A system to establish communications with a transaction initiator, a system comprising:

first means for establishing a transaction between the transaction initiator and the transaction processing system, the transaction capable of supporting both voice and data communications between the transaction initiator and the transaction processing system;

second means for receiving an identifier associated with the transaction at the transaction processing system, wherein the identifier is received automatically by the second means as a data communication, without prompting;

third means for identifying the transaction initiator based on the identifier associated with the transaction; and

fourth means for automatically providing a resource locator from the transaction processing system to the transaction initiator responsive to the identification of the transaction initiator, wherein the resource locator identifies a resource that is selected based on the identification of the transaction initiator.

39. A system to facilitate communications between a transaction initiator and a transaction processing system, a system including:

first means for establishing a transaction between the transaction initiator and the transaction processing system;

second means for receiving an identifier associated with the transaction at the transaction processing system as part of the establishment of the transaction, and as provided by the transaction initiator without prompting from the transaction processing system;

third means for identifying the transaction initiator based on the identifier associated with the transaction; and

fourth means for automatically providing a resource locator from the transaction processing system to the transaction initiator responsive to the identification of the transaction initiator, wherein the resource locator identifies a custom resource that is customized for the transaction initiator, based on the identification of the transaction initiator.

40. A computer-readable medium storing a sequence of instructions that, when executed by a machine, cause the machine to establish communications between a transaction initiator and a transaction processing system by a method including:

establishing a transaction between the transaction initiator and the transaction processing system, the transaction capable of supporting both voice and data communications between the transaction initiator and the transaction processing system;

receiving an identifier associated with the transaction at the transaction processing system, wherein the identifier is received automatically by the transaction processing system as a data communication and without prompting from the transaction initiator;

identifying the transaction initiator based on the identifier associated with the transaction; and

automatically providing a resource locator from the transaction processing system to the transaction initiator responsive to the identification of the transaction initiator, wherein the resource locator identifies a resource that is selected based on the identification of the transaction initiator.

41. A computer-readable medium storing a sequence of instructions that, when executed by a machine, cause the machine to establish communications between a transaction initiator and a transaction processing system according to method including:

establishing a transaction between the transaction initiator and the transaction processing system;

receiving an identifier associated with the transaction at the transaction processing system as part of the establishment of the transaction, and as provided by the transaction initiator without prompting from the transaction processing system;

identifying the transaction initiator based on the identifier associated with the transaction; and

automatically providing a resource locator from the transaction processing system to the transaction initiator responsive to the identification of the transaction initiator, wherein the resource locator identifies a custom resource that is customized for the transaction initiator, based on the identification of the transaction initiator.