Method and system for establishing voice communications using a computer network

• US 6,621,899 B2
• Filed: 07/20/2001
• Issued: 09/16/2003
• Est. Priority Date: 04/21/1995
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Dezonno, Anthony J., Quayle, William R.
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): BUI, BING Q
• Application Number:
  US09/910,160
• Publication Number:
  US 20020021797A1
• Time in Patent Office: 788 Days
• Field of Search: 379/67.1, 379/93.03, 379/88.14, 379/88.17, 379/100.15, 379/211.01, 379/265.02, 379/265.09, 379/900
• US Class Current: 379/265.09
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 3/42195 Arrangements for calling back a calling subscriber when the wanted subscriber ceases to be busy H04M3/48
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 7/003 Click to dial services
• 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
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13152 Callback
• CPC Class Codes: H04Q 2213/13175 Graphical user interface [GUI], WWW interface, visual indication
• CPC Class Codes: H04Q 2213/13377 Recorded announcement
• CPC Class Codes: H04Q 2213/13389 LAN, internet
• CPC Class Codes: Y10S 379/90 Internet, e.g. Internet phone, webphone, internet-based telephony

Abstract

A method and system (100) establishes voice communications between a computer operator (102) and an agent (104) of a business over a computer network, such as the Internet (108). Using an operator computer (106), the computer operator (102) views advertisements of the business'"'"' products or services on the Internet (108) via customized home pages (200). When the operator (102) wishes to order a product or ask additional questions about a product, the operator (102) activates a “call me” button (210). A return call screen (300) is then presented to the operator (102) with areas to insert a name (302), a telephone number (304) and a time to call (306). This information is packetized in a call request which is transmitted over the Internet (108) to a telephone switching system (112) associated with the business. The telephone switching system (112) subsequently dials the telephone number (304) at the time to call (306). When the operator (102) answers an operator telephone (120), the telephone switching system (112) connects the operator (102) with the agent (104) via an agent telephone (118). The telephone switching system. (112) may be comprised of a telephone computer (114) and an automatic call distributor (116).

Claims

1. A method for providing dial request commands to a telephone switching system, the method comprising the steps of:

a) establishing a first Web page, the first Web page displaying a “

call me”

button when the first Web page is accessed by a computer user;

b) generating a call request in response to activation of the “

call me”

button by the computer user;

c) transmitting the call request to a computer system associated with a telephone switching system;

d) converting the call request into a dial request command formatted for receipt by an automatic call distribution system associated with the telephone switching system; and

e) executing the dial request command.

2. The method of claim 1, wherein dial request command comprises a predictive dial request command.

3. The method of claim 1, wherein the telephone switching system is an automatic call distributor.

4. The method of claim 1, wherein the step of establishing a first web page further comprises establishing a second Web page, the second Web page having a form for entering a telephone number;

and the step of generating a call request in response to activation of the “

call me”

button by the computer user further comprises transferring the computer user from the first Web page to the second Web page in response to activation of the “

call me”

button by the computer user.

5. The method of claim 1, further comprising the step of establishing voice communication between an agent associated with the telephone switching system and the computer user in response to the dial request command.

6. The method of claim 1, wherein the automatic call distributor comprises a private branch exchange.

7. The method of claim 1, wherein the step of executing the dial request command is automatic.

8. The method of claim 1, wherein the user enters a time to call and the step of executing the dial request command is delayed until the time to call.

9. The method of claim 1, wherein the user enters a time to call, and the step of converting the call request into a dial request command is delayed until the time to call.