Method and system for wireless voice channel/data channel integration
First Claim
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1. A method for conducting a communication session, comprising:
- during the communication session, triggering a wireless data communication via a wireless data channel from a voice communication, including pushing data to the wireless data channel and pulling data from the wireless data channel;
wherein triggering the wireless data communication includes transmitting one or more of automatic number identification (ANI) data, dialed number identification service (DNIS) data, and unique identifier (UID) data via a wireless device;
during the communication session, triggering a voice communication via a voice channel from the wireless data communication, including pushing data to the voice channel and pulling data from the voice channel, wherein during the communication session, data is maintained across the wireless data channel and the voice channel, and wherein the data pushed and pulled includes VoiceXML data, hypertext transfer protocol (HTTP) data, wireless application protocol (WAP) data, short message service (SMS) data, and wireless markup language (WML) data; and
a call service that facilitates the communication session, including,communicating with a customer application to receive a specification of data to be pushed or pulled during the communication session;
performing data formatting as required on data to be pushed or pulled during the communication session;
communicating with an interactive voice response (IVR) application, including transferring formatted data to the IVR application for delivery to a wireless device and receiving data from the wireless device via the IVR application; and
an incall service that that handles voice channel content to be sent to a wireless device in response to a request from the wireless device, the incall service including,receiving content from the customer application, wherein the content is selected using a wireless device;
transferring the content to the IVR application;
notifying the customer application that the IVR application is ready to communicate with the wireless device; and
sending an identifier of the wireless device and a status message to the customer application, wherein the status message indicates a status of communication between the wireless device and the IVR application.
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Abstract
A system and method for wireless communication is disclosed. In one embodiment of a method, a user of a wireless device initiates a communication session during which a wireless data session can be triggered from a voice session and a voice session can be triggered from a wireless data session. During the communication session, data is shared between the wireless data channel and the voice channel.
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Citations
30 Claims
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1. A method for conducting a communication session, comprising:
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during the communication session, triggering a wireless data communication via a wireless data channel from a voice communication, including pushing data to the wireless data channel and pulling data from the wireless data channel; wherein triggering the wireless data communication includes transmitting one or more of automatic number identification (ANI) data, dialed number identification service (DNIS) data, and unique identifier (UID) data via a wireless device; during the communication session, triggering a voice communication via a voice channel from the wireless data communication, including pushing data to the voice channel and pulling data from the voice channel, wherein during the communication session, data is maintained across the wireless data channel and the voice channel, and wherein the data pushed and pulled includes VoiceXML data, hypertext transfer protocol (HTTP) data, wireless application protocol (WAP) data, short message service (SMS) data, and wireless markup language (WML) data; and a call service that facilitates the communication session, including, communicating with a customer application to receive a specification of data to be pushed or pulled during the communication session; performing data formatting as required on data to be pushed or pulled during the communication session; communicating with an interactive voice response (IVR) application, including transferring formatted data to the IVR application for delivery to a wireless device and receiving data from the wireless device via the IVR application; and an incall service that that handles voice channel content to be sent to a wireless device in response to a request from the wireless device, the incall service including, receiving content from the customer application, wherein the content is selected using a wireless device; transferring the content to the IVR application; notifying the customer application that the IVR application is ready to communicate with the wireless device; and sending an identifier of the wireless device and a status message to the customer application, wherein the status message indicates a status of communication between the wireless device and the IVR application. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A method for conducting a communication session comprising:
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during the communication session, triggering a wireless data communication via a wireless data channel from a voice communication, including pushing data to the wireless data channel and pulling data from the wireless data channel; wherein triggering the wireless data communication includes transmitting one or more of automatic number identification (ANI) data, dialed number identification service (DNIS) data, and unique identifier (UID) data via a wireless device; during the communication session, triggering a voice communication via a voice channel from the wireless data communication, including pushing data to the voice channel and pulling data from the voice channel, wherein during the communication session, data is maintained across the wireless data channel and the voice channel, and wherein the data pushed and pulled includes VoiceXML data, hypertext transfer protocol (HTTP) data, wireless application protocol (WAP) data, short message service (SMS) data, and wireless markup language (WML) data; and a call service that facilitates the communication session, including, communicating with a customer application to receive a specification of data to be pushed or pulled during the communication session; performing data formatting as required on data to be pushed or pulled during the communication session; communicating with an interactive voice response (IVR) application, including transferring formatted data to the IVR application for delivery to a wireless device and receiving data from the wireless device via the IVR application; and an outcall service that that handles voice channel content to be sent to a wireless device at a predetermined time, the outcall service including; receiving content from the customer application; transferring the content to the IVR application; notifying the customer application that the IVR application is ready to communicate with the wireless device; and sending a status message to the customer application that indicates a status of communication between the wireless device and the IVR application, including any response from the wireless device.
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8. A method for conducting a communication session, comprising:
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during the communication session, triggering a wireless data communication via a wireless data channel from a voice communication, including pushing data to the wireless data channel and pulling data from the wireless data channel; wherein triggering the wireless data session includes transmitting one or more of automatic number identification (ANI) data, dialed number identification service (DNIS) data, and unique identifier (UID) data via a wireless device; and during the communication session, triggering a voice communication via a voice channel from the wireless data communication, including pushing data to the voice channel and pulling data from the voice channel, wherein during the communication session, data is maintained across the wireless data channel and the voice channel, and wherein the data pushed and pulled includes VoiceXML data, hypertext transfer protocol (HTTP) data, wireless application protocol (WAP) data, short message service (SMS) data, and wireless markup language (WML) data; and a directory service, including, maintaining a directory of information items including entries formatted for a wireless device display, wherein maintaining includes receiving entries and configuration preferences; retrieving entries in response to a request during a communication session via the wireless device, wherein the request includes a voice request and a data request; and displaying a requested information item on the wireless device display.
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9. A method for conducting a communication session, comprising:
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during the communication session, triggering a wireless data communication via a wireless data channel from a voice communication, including pushing data to the wireless data channel and pulling data from the wireless data channel; wherein triggering the wireless data session includes transmitting one or more of automatic number identification (ANI) data, dialed number identification service (DNIS) data, and unique identifier (UID) data via a wireless device; and during the communication session, triggering a voice communication via a voice channel front the wireless data communication, including pushing data to the voice channel and pulling data from the voice channel, wherein during the communication session, data is shared between the wireless data channel and the voice channel, and wherein the data pushed and pulled includes VoiceXML data, hypertext transfer protocol (HTTP) data, wireless application protocol (WAP) data, short message service (SMS) data, and wireless markup language (WML) data; and a device registration service, comprising, capturing a device identification (ID) during a data communication initiated by a device user for registering the device; querying the user for a telephone number of the device; presenting the user with a personal identification number (PIN) that is unique to the user; automatically leaving the data communication and initiating a voice communication to the device; and during the voice communication, prompting the user to enter the PIN; and
receiving the PIN and relating the telephone number to the device ID.
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10. A wireless communication method, comprising:
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during a communication session, triggering a wireless data communication via a wireless data channel from a voice communication, including pushing data to the wireless data channel and pulling data from the wireless data channel; during the communication session, triggering a voice communication via a voice channel from the wireless data communication, including pushing data to the voice channel and pulling data from the voice channel, wherein during the communication session, data is maintained across the wireless data channel and the voice channel, the data comprising historical data and user selection data; capturing a device identification (ID) during a data communication initiated by a device user for registering the device; querying the user for a telephone number of the device; presenting the user with a personal identification number (PIN) that is unique to the user; when the device does not support a simultaneous voice channel and data channel communication session, automatically leaving the data communication and initiating a voice communication to the device; during the voice communication, prompting the user to enter the PIN; and receiving the PIN and relating the telephone number to the device ID. - View Dependent Claims (11, 12, 13, 14, 15)
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16. A system for wireless network communication, comprising:
- at least one network coupled among two or more wireless communication devices and at least one customer application; and
two or more components coupled to the at least one network, including, a computer telephony integration/interactive voice response (CTI/IVR) service, a fax service, a call service, and a directory service, wherein the wireless communication devices access the components during a communication session, and wherein the communication session includes, triggering a wireless data communication with a wireless data channel from a voice communication, including pushing data to the wireless data channel and pulling data from the wireless data channel; and triggering a voice communication with a voice channel from the wireless data communication, including pushing data to the voice channel and pulling data from the voice channel, wherein during the communication session, data is maintained across the wireless data channel and the voice channel, wherein the call service component includes, an incall service; an outcall service; and a call service interactive voice response (IVR) application, wherein the incall service, receives content from the at least one customer application, wherein the content is selected using a wireless communication device; transfers the content to the IVR application; notifies the customer application that the IVR application is ready to communicate with the wireless communication device; and sends an identifier of the wireless communication device and a status message to the customer application, wherein the status message indicates a status of communication between the wireless communication device and the IVR application. - View Dependent Claims (17, 18, 19, 20)
- at least one network coupled among two or more wireless communication devices and at least one customer application; and
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21. A system for wireless network communication, comprising:
- at least one network coupled among two or more wireless communication devices and at least one customer application; and
two or more components coupled to the at least one network, including, a computer telephony integration/interactive voice response (CTI/IVR) service, a fax service, a call service, and a directory service, wherein the wireless communication devices access the components during a communication session, and wherein the communication session includes, triggering a wireless data communication via a wireless data channel from a voice communication, including pushing data to the wireless data channel and pulling data from the wireless data channel; and triggering a voice communication via a voice channel from the wireless data communication, including pushing data to the voice channel and pulling data from the voice channel, wherein during the communication session, data is maintained across the wireless data channel and the voice channel, wherein the fax service component includes, an application specific wireless markup language (WML) dialog module coupled to a wireless communication device; a fax server coupled to the WML dialog module; and a messaging service, wherein the fax service, executes a request to send a fax, including receiving the request during a wireless application protocol (WAP) session, wherein the request includes format and addressing information, and sending a status message to a wireless device regarding a status of the request; and executes a scheduled request to send a fax to one or more previously identified recipients, including sending a message to the one or more recipients asking whether the recipient wants to receive the fax, and sending a message to a sender of the scheduled request indicating a status of the scheduled request.
- at least one network coupled among two or more wireless communication devices and at least one customer application; and
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22. A system for wireless network communication, comprising:
- at least one network coupled among two or more wireless communication devices and at least one customer application; and
two or more components coupled to the at least one network, including, a computer telephony integration/interactive voice response (CTI/IVR) service, a fax service, a call service, and a directory service, wherein the wireless communication devices access the components during a communication session, and wherein the communication session includes, triggering a wireless data communication via a wireless data channel from a voice communication, including pushing data to the wireless data channel and pulling data from the wireless data channel; triggering a voice communication via a voice channel from the wireless data communication, including pushing data to the voice channel and pulling data from the voice channel, wherein during the communication session, data is maintained across the wireless data channel and the voice channel and; a device registration service, comprising, capturing a device identification (ID) during a data communication initiated by a device user for registering the device; querying the user for a telephone number of the device; presenting the user with a personal identification (PIN) number that is unique to the user; when the device does not support a simultaneous voice channel and data channel communication session, automatically leaving the data communication and initiating a voice communication to the device; and during the voice communication, prompting the user to enter the PIN; and
receiving the PIN and relating the telephone number to the device ID.
- at least one network coupled among two or more wireless communication devices and at least one customer application; and
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23. An electromagnetic medium having instructions stored on it, that when executed by a processor, cause the processor to:
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during a communication session between two or more devices, trigger a wireless data communication via a wireless data channel from a voice communication, including pushing data to the wireless data channel and pulling data from the wireless data channel; during the communication session, trigger a voice communication via a voice channel from a wireless data communication, including pushing data to the voice channel and pulling data from the voice channel, wherein during the communication session, data is maintained across, the wireless data channel and the voice channel; capturing a device identification (ID) during a data session initiated by a device user for registering the device; querying the user for a telephone number of the device;
presenting the user with a personal identification number that is unique to the user;when the device does not support simultaneous voice channel and data channel communication sessions, automatically leaving the data communication and initiating a voice communication to the device; during the voice communication, prompting the user to enter the PIN; and receiving the PIN and relating the telephone number to the device ID. - View Dependent Claims (24, 25, 26, 27, 28)
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29. A wireless communication apparatus, comprising:
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means for triggering a wireless data communication via a wireless data channel from a voice communication, and for triggering a voice communication via a voice channel from the wireless data communication, wherein during the communication session, data is maintained across the wireless data channel and the voice channel; and call service means for facilitating the communication session, including, means for communicating with a customer application to receive a specification of data to be pushed or pulled during the communication session; means for performing data formatting as required on data to be pushed or pulled during the communication session; means for communicating with an interactive voice response (IVR) application, including transferring formatted data to the IVR application for delivery to a wireless device and receiving data from the wireless device via the IVR application; and incall service means that that handles voice channel content to be sent to a wireless device in response to a request from the wireless device, the incall service including; means for receiving content from the customer application, wherein the content is selected using a wireless device; means for transferring the content to an interactive voice response (IVR) application; means for notifying the customer application that the IVR application is ready to communicate with the wireless device; and means for sending an identifier of the wireless device and a status message to the customer application, wherein the status message indicates a status of communication between the wireless device and the IVR application. - View Dependent Claims (30)
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Specification