Call center access in a push to talk based call system

• US 6,980,821 B2
• Filed: 06/12/2002
• Issued: 12/27/2005
• Est. Priority Date: 06/12/2002
• Status: Active Grant

• Current Assignee: Google Technology Holdings LLC (Alphabet Inc.)
• Original Assignee: Motorola, Inc. (Motorola Solutions, Inc.)
• Inventors: Upp, Steven, Balasuriya, Senaka, Cox, Gregory W., Johnson, Walter L.
• Primary Examiner(s): Maung, Nay
• Assistant Examiner(s): Perez, Angelica M.
• Application Number:
  US10/167,840
• Publication Number:
  US 20030232623A1
• Time in Patent Office: 1,294 Days
• Field of Search: 455515-521, 455/90.1, 455/90.2, 455/426, 379/137, 379/138, 379/139, 379/141, 379/32.01, 379/32.02, 379/32.03, 379/32.04, 379/32.05
• US Class Current: 455/518
• CPC Class Codes: H04W 4/10 Push-to-Talk [PTT] or Push-On-Call services
• CPC Class Codes: H04W 76/45 for Push-to-Talk [PTT] or Push-to-Talk over cellular [PoC] services
• CPC Class Codes: H04W 8/186 Processing of subscriber group data

Abstract

A dispatch based call system configured to contact a call center using a single unique name or number. Multiple users are able to simultaneously dispatch the single generic call center number and communicate with a unique end station or individual at the call center. A user, or subscriber unit, when dispatching a call communicates initially with the service provider infrastructure. The infrastructure then establishes communication with the call center. The call center determines the identifier of an available end station and the subscriber is subsequently connected to the available end station.

Claims

1. In a push to talk communications system comprising a service provider infrastructure, a method for communicating with a call center having at least one end station, the method comprising the steps of:

initiating a push to talk request from a subscriber unit to the service provider infrastructure using a call center identifier corresponding to a call center;

intercepting the push to talk request sent by the subscriber unit wherein the push to talk request is intercepted by a controller in the service provider infrastructure;

obtaining an identifier corresponding to an available end station from among a plurality of end stations within the call center to provide an end station identifier;

providing the end station identifier to the controller;

providing from the controller to the subscriber unit the end station identifier; and

establishing a push to talk session between the subscriber unit and the end station using the end station identifier.

2. The method of claim 1, wherein the initiating step comprises the step of mapping a selected name to the call center identifier corresponding to the call center.

3. The method of claim 2, wherein the obtaining step comprises the steps of:

determining whether the push to talk request sent by the subscriber unit is to the call center;

contacting the call center to obtain the end station identifier of the end station;

obtaining the end station identifier;

providing the end station identifier to a system controller; and

switching messages from the call center identifier to the end station identifier and from the end station identifier to the call center identifier.

4. The method of claim 3, wherein the contacting step with the call center is established using anyone or more selected from a group of a short message service, a data communications network, and a dispatch message service.

5. The method of claim 2, wherein the establishing step comprises the steps of:

switching from the call center identifier to the end station identifier; and

maintaining a mapping for translating addresses between the call center identifier and the end station identifier.

6. The method of claim 1 further comprising the step of releasing the end station identifier when communication between the subscriber unit and the call center is terminated.

7. The method of claim 5 further comprising the step of deleting the mapping when communication between the subscriber unit and the call center is terminated.

8. The method of claim 5 further comprising the step of deleting the mapping when communication between the subscriber unit and the call center does not occur within a predetermined time period.

9. The method of claim 5 further comprising the step of storing the mapping when communication between the subscriber unit and the call center is terminated.

10. The method of claim 9 further comprising the step of determining whether the end station in the stored mapping is available when a subsequent push to talk request is made to the call center.

11. The method of claim 10 further comprising the step of sending the subsequent push to talk request to the end station in the stored mapping if the end station is available.

12. The method of claim 1, wherein the obtaining step comprises the step of forwarding the end station identifier to the subscriber unit.

13. The method of claim 12, wherein the establishing step comprises the step of the subscriber unit sending a push to talk request to the end station using the end station identifier.

14. The method of claim 1, wherein the mapping is maintained by a device in the infrastructure.

15. The method of claim 4, wherein the data communications network comprises a data packet capable network.

16. A push to talk communications system for enabling a subscriber unit to communicate with a call center, the system comprising:

a call center having a plurality end stations; and

an infrastructure for processing push to talk requests to the call center, the infrastructure comprising a push to talk application processor for controlling communications between the subscriber unit and the call center and a call center agent for obtaining an identifier of an available end station from among a plurality of end stations at the call center and for forwarding the end station identifier to the subscriber unit so that a push to talk session is established between the subscriber unit and the available end station.

17. The push to talk communications system of claim 16, wherein the infrastructure includes an address translator for obtaining an identifier of an end station to provide an end station identifier and for switching from a call center identifier corresponding to the call center to the end station identifier.