Callback imitation as incoming calls

• US 6,771,760 B1
• Filed: 09/20/1999
• Issued: 08/03/2004
• Est. Priority Date: 09/20/1999
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Peres, Yardena, Steinwarts, Iris, Vortman, Pnina
• Primary Examiner(s): Deane, Jr., William J.
• Application Number:
  US09/400,354
• Time in Patent Office: 1,779 Days
• Field of Search: 379/265.01, 379/265.02, 379/265.05, 379/265.06, 379/265.07, 379/265.08, 379/265.09, 379/265.1, 379/265.11, 379/265.12, 379/265.14, 379/266.01, 379/266.03, 379/266.04, 379/266.05, 379/266.07, 379/266.08, 379/266.09, 379/266.1, 379/209.01, 379/210.01, 379/309, 379/201.01, 379/221.01, 379/221.06
• US Class Current: 379/209.01
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/56 Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15

Abstract

A method for managing communication between a communications center and a party outside the center, which center has a central communications switch which is configured to generate incoming call event indications responsive to incoming calls to the center. The method includes receiving a request from the party for a callback, and establishing an outgoing call to the outside party through the switch, responsive to the request, such that the switch generates an incoming call event indication responsive to the outgoing call.

Claims

1. A method for managing communication between a communications center and a party outside the center, which center has a central communications switch which is configured to generate incoming call event indications responsive to incoming calls to the center, comprising:

receiving a request from the party for a callback; and

establishing an outgoing call to the outside party through the switch, responsive to the request, such that the switch generates an incoming call event indication responsive to the outgoing call,

wherein establishing the outgoing call comprises placing an incoming call and an outgoing call through the switch, responsive to the request, and conferencing the outgoing and incoming calls so that the event indication is generated responsive to the outgoing call, and

wherein placing the incoming call comprises placing a call on a phantom extension of the switch.

2. A method for managing communication between a communications center and a party outside the center, which center has a central communications switch which is configured to generate incoming call event indications responsive to incoming calls to the center, comprising:

receiving a request from the party for a callback; and

establishing an outgoing call to the outside party through the switch, responsive to the request, such that the switch generates an incoming call event indication responsive to the outgoing call,

wherein establishing the outgoing call comprises placing an incoming call and an outgoing call through the switch, responsive to the request, and conferencing the outgoing and incoming calls so that the event indication is generated responsive to the outgoing call, and

wherein the center is staffed by one or more agents at respective agent stations, and wherein placing the incoming call comprises placing an incoming call to one of the agents who is to speak with the outside party on the outgoing call, and

wherein placing the incoming call comprises placing a call on a phantom extension of the switch.

3. A method according to claim 2, and comprising connecting another one of the agents in the center to the outgoing call while the outgoing and incoming calls remain conferenced.

4. A method according to claim 3, wherein the other one of the agents remains connected to the outgoing call while receiving another incoming call.

5. A method according to claim 4, wherein the other incoming call is placed to the other agent responsive to another callback request from another outside party.

6. A method according to claim 2, wherein receiving the request from the outside party comprises storing information related to the request in a database, and comprising, responsive to the incoming call, conveying the information from the database to the agent who is to speak with the outside party.

7. A method for managing communication between a communications center and a party outside the center, which center has a central communications switch which is configured to generate incoming call event indications responsive to incoming calls to the center, comprising:

receiving a request from the party for a callback; and

establishing an outgoing call to the outside party through the switch, responsive to the request, such that the switch generates an incoming call event indication responsive to the outgoing call,

and comprising recording information regarding the outgoing call using the incoming call event indication generated responsive thereto,

wherein establishing the outgoing call comprises placing an incoming call and an outgoing call through the switch, responsive to the request, and conferencing the outgoing and incoming calls so that the event indication is generated responsive to the outgoing call, and

wherein placing the incoming call comprises placing a call on a phantom extension of the switch.

8. A method for managing communication between a communications center and a party outside the center, which center has a central communications switch which is configured to generate incoming call event indications responsive to incoming calls to the center, comprising:

receiving a request from the party for a callback; and

establishing an outgoing call to the outside party through the switch, responsive to the request, such that the switch generates an incoming call event indication responsive to the outgoing call,

wherein the center is staffed by one or more agents at respective agent stations, and comprising balancing a load of incoming and outgoing calls among the agents responsive to the incoming call event indications generated responsive to the incoming and outgoing calls, and

wherein establishing the outgoing call comprises placing an incoming call and an outgoing call through the switch, responsive to the request, and conferencing the outgoing and incoming calls so that the event indication is generated responsive to the outgoing call, and

wherein placing the incoming call comprises placing a call on a phantom extension of the switch.

9. A method for managing communication between a communications center and a party outside the center, which center has a central communications switch which is configured to generate incoming call event indications responsive to incoming calls to the center, comprising:

receiving a request from the party for a callback; and

establishing an outgoing call to the outside party through the switch, responsive to the request, such that the switch generates an incoming call event indication responsive to the outgoing call,

wherein receiving the request comprises receiving a request to make the callback at a time specified by the outside party, and wherein establishing the outgoing call comprises placing a call at approximately the specified time, and

wherein establishing the outgoing call comprises placing an incoming call and an outgoing call through the switch, responsive to the request, and conferencing the outgoing and incoming calls so that the event indication is generated responsive to the outgoing call, and

wherein placing the incoming call comprises placing a call on a phantom extension of the switch.

10. A method according to claim 9, wherein receiving the request comprises offering the outside party a choice of time slots for the callback responsive to predicted availability of call resources at the center and receiving the party'"'"'s selection of one or more of the time slots.

11. A callback server for use in a communications center, having a central communications switch which generates incoming call event indications responsive to incoming calls to the center, which server is configured so that in response to a request from a party outside the center to establish a communication link with the party, the server establishes an outgoing call to the outside party through the switch such that the switch generates an incoming call event indication responsive to the outgoing call,

wherein the callback server causes an incoming call and an outgoing call to be placed through the switch, responsive to the request, wherein the outgoing and incoming calls are conferenced together so that the event indication is generated responsive to the outgoing call wherein the incoming call is placed using a phantom extension of the switch, and

wherein the incoming call is placed using a phantom extension of the switch.

12. A callback server for use in a communications center, having a central communications switch which generates incoming call event indications responsive to incoming calls to the center, which server is configured so that in response to a request from a party outside the center to establish a communication link with the party, the server establishes an outgoing call to the outside party through the switch such that the switch generates an incoming call event indication responsive to the outgoing call,

wherein the callback server causes an incoming call and an outgoing call to be placed through the switch, responsive to the request, wherein the outgoing and incoming calls are conferenced together so that the event indication is generated responsive to the outgoing call wherein the incoming call is placed using a phantom extension of the switch, and

wherein the center is staffed by one or more agents at respective agent stations, and wherein the incoming call is placed to one of the agents who is to speak with the outside party on the outgoing call, and

wherein the incoming call is placed using a phantom extension of the switch.

13. A server according to claim 12, wherein information related to the request is stored in a database, and wherein the server, responsive to the incoming call, conveys the information from the database to the agent who is to speak with the outside party.

14. A server according to claim 13, wherein upon completion of the outgoing call, the server stores information regarding the call in the database.

15. A callback server for use in a communications center, having a central communications switch which generates incoming call event indications responsive to incoming calls to the center, which server is configured so that in response to a request from a party outside the center to establish a communication link with the party, the server establishes an outgoing call to the outside party through the switch such that the switch generates an incoming call event indication responsive to the outgoing call,

wherein the server calculates a predicted availability of call resources at the center and, based on the calculation, offers the outside party a choice of time slots at which to request the communication link and establishes the outgoing call responsive to the party'"'"'s selection of one or more of the time slots,

wherein the callback server causes an incoming call and an outgoing call to be placed through the switch, responsive to the request, wherein the outgoing and incoming calls are conferenced together so that the event indication is generated responsive to the outgoing call wherein the incoming call is placed using a phantom extension of the switch, and

wherein the incoming call is placed using a phantom extension of the switch.

16. A communications center, comprising:

a communications switch, which is coupled to a public communications network and which generates incoming call event indications responsive to incoming calls to the center;

one or more agent stations, which are staffed by respective agents and are connected via the switch to the network;

a memory, which receives and stores a request from a party outside the center to establish a communication link with the party over the network; and

a callback server, which receives the stored request from the memory and, responsive thereto, establishes an outgoing call between one of the agents and the outside party using the switch, such that the switch generates an incoming call event indication responsive to the outgoing call,

wherein the callback server causes an incoming call and an outgoing call to be placed through the switch, responsive to the request, wherein the outgoing and incoming calls are conferenced together so that the event indication is generated responsive to the outgoing call, and

wherein the switch has one or more phantom extensions, and wherein the incoming call is placed using one of the phantom extensions to one of the agents who is to speak with the outside party on the outgoing call.

17. A center according to claim 16, wherein each of the agent stations comprises a computer terminal and a voice terminal, and wherein responsive to the incoming call to the voice terminal of the agent who is to speak with the outside party, the callback server conveys information regarding the outside party from the memory to the agent'"'"'s computer terminal.

18. A center according to claim 16, wherein an incoming call is placed using one of the phantom extensions to one of the agents responsive to a request from another party outside the center for a non-voice communication, so that the switch generates an incoming call event indication responsive to the non-voice communication.

19. A communications center, comprising:

a communications switch, which is coupled to a public communications network and which generates incoming call event indications responsive to incoming calls to the center;

one or more agent stations, which are staffed by respective agents and are connected via the switch to the network;

a memory, which receives and stores a request from a party outside the center to establish a communication link with the party over the network; and

a callback server, which receives the stored request from the memory and, responsive thereto, establishes an outgoing call between one of the agents and the outside party using the switch, such that the switch generates an incoming call event indication responsive to the outgoing call,

wherein information regarding the outgoing call is recorded in the memory using the incoming call event indication generated by the switch responsive to the outgoing call, and

wherein the callback server causes an incoming call and an outgoing call to be placed through the switch, responsive to the request, wherein the outgoing and incoming calls are conferenced together so that the event indication is generated responsive to the outgoing call, and

wherein the switch has one or more phantom extensions, and wherein the incoming call is placed using one of the phantom extensions to one of the agents who is to speak with the outside party on the outgoing call.

20. A communications center, comprising:

a communications switch, which is coupled to a public communications network and which generates incoming call event indications responsive to incoming calls to the center;

one or more agent stations, which are staffed by respective agents and are connected via the switch to the network;

a memory, which receives and stores a request from a party outside the center to establish a communication link with the party over the network; and

a callback server, which receives the stored request from the memory and, responsive thereto, establishes an outgoing call between one of the agents and the outside party using the switch, such that the switch generates an incoming call event indication responsive to the outgoing call,

wherein the center balances a load of incoming and outgoing calls among the agents responsive to the incoming call event indications generated by the switch responsive to the incoming and outgoing calls, and

wherein the callback server causes an incoming call and an outgoing call to be placed through the switch, responsive to the request, wherein the outgoing and incoming calls are conferenced together so that the event indication is generated responsive to the outgoing call, and

wherein the switch has one or more phantom extensions, and wherein the incoming call is placed using one of the phantom extensions to one of the agents who is to speak with the outside party on the outgoing call.

21. A communications center, comprising:

a communications switch, which is coupled to a public communications network and which generates incoming call event indications responsive to incoming calls to the center;

one or more agent stations, which are staffed by respective agents and are connected via the switch to the network;

a memory, which receives and stores a request from a party outside the center to establish a communication link with the party over the network; and

a callback server, which receives the stored request from the memory and, responsive thereto, establishes an outgoing call between one of the agents and the outside party using the switch, such that the switch generates an incoming call event indication responsive to the outgoing call,

wherein the callback server offers the outside party a choice of time slots for the callback, and establishes the outgoing call responsive to the party'"'"'s selection of one or more of the time slots, and

wherein the callback server causes an incoming call and an outgoing call to be placed through the switch, responsive to the request, wherein the outgoing and incoming calls are conferenced together so that the event indication is generated responsive to the outgoing call, and

wherein the switch has one or more phantom extensions, and wherein the incoming call is placed using one of the phantom extensions to one of the agents who is to speak with the outside party on the outgoing call.

22. A center according to claim 21, and comprising a computer network server, configured to communicate over a computer network with a computer used by the outside party outside the center so as to offer the party the choice of time slots, and to receive the party'"'"'s selection of one or more of the time slots and to convey the selection to the callback server.

23. A computer software product for managing communication between a communications center and a party outside the center, which center has a central communications switch which is configured to generate incoming call event indications responsive to incoming calls to the center, the product comprising a computer-readable medium having program instructions embedded therein, which when read by a computer in the communications center, cause the computer to receive a request from the party for a callback and to establish an outgoing call to the outside party through the switch, responsive to the request, such that the switch generates an incoming call event indication responsive to the outgoing call,

wherein the callback server causes an incoming call and an outgoing call to be placed through the switch, responsive to the request, wherein the outgoing and incoming calls are conferenced together so that the event indication is generated responsive to the outgoing call wherein the incoming call is placed using a phantom extension of the switch, and

wherein the incoming call is placed using a phantom extension of the switch.