Method and system for establishing voice communications using a computer network

• US 7,095,840 B2
• Filed: 09/11/2003
• Issued: 08/22/2006
• Est. Priority Date: 04/21/1995
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell Electronics Commerce Technologies LLC
• Inventors: Dezonno, Anthony J., Quayle, William R.
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Anwah, Olisa
• Application Number:
  US10/659,809
• Publication Number:
  US 20050074108A1
• Time in Patent Office: 1,076 Days
• Field of Search: 379/265.09, 379/265.02, 379/100.15, 379/900, 379/88.17, 379/88.7
• 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 establishing communication by voice between a computer user and at least one agent, the computer user being associated with a computer, the method comprising:

entering into the computer a request by the computer user for a return communication by voice from the agent to the computer user in response to a prompt to the computer user to enter a request;

transmitting the request from the computer over a computer network to a computer controlled system; and

establishing a return voice communication channel initiated from the agent to the computer user through the computer controlled system.

2. The method of claim 1 further comprising establishing a web page which provides an indicia which can be activated to initiate the request for return communication by voice.

3. The method of claim 1 wherein the step of establishing voice communication comprises machine dialing of a telephone number of a telephone associated with the computer user.

4. The method of claim 3 wherein the step of entering the request comprises entering a time to call the computer user;

and wherein the step of machine dialing the telephone number comprises the step of dialing the telephone number at the time to call.

5. The method of claim 3 wherein the step of entering the request comprises the step of providing a name of the computer user;

and wherein the method comprises indicating to the agent the name of the computer user after establishing voice communications between the agent and the computer user.

6. The method of claim 1 further comprising the step of providing to the agent at least one of a name of the computer user and other computer user information.

7. The method of claim 3 further comprising connecting the computer user telephone to the agent through an agent communication device when the computer user answers the telephone associated with the computer user.

8. The method of claim 7 further comprising redialing the telephone number associated with the computer user at a later time if the computer user does not answer.

9. The method of claim 6 further comprising display of customer information on a display of the agent.

10. The method of claim 2 wherein a first web page permits the computer user to request a return communication by voice and a second web page provides for entry of computer user information including at least one of computer user name, computer user telephone number and time for return communications by voice.

11. The method of claim 2 wherein the computer user exits the web page without sending the request for return communications.

12. The method of claim 1 wherein the computer network comprises at least one bulletin board.

13. The method of claim 1 wherein the at least one agent is selected from a plurality of agents.

14. A method of communications between a computer user and at least one agent, the computer user being associated with a user computer, the method comprising:

establishing a web page on the user computer which prompts the computer user to enter a request for a return communication by voice;

entering in the user computer a request by the computer user for a return communication by voice from the agent to the computer user;

transmitting the request from the user computer over a computer network to a computerized system;

converting the request into a command formatted for use by the computerized system to establish a return communication by voice link initiated from the agent to the computer user;

providing computer user information to at least one agent regarding the requested return communication.

15. The method of claim 14 wherein the web page provides an indicia which can be activated to initiate the request for return communication by voice.

16. The method of claim 14 wherein the computer user information includes at least a computer user name.

17. The method of claim 14 wherein a first web page provides for the computer user to request a return communication by voice and a second web page provides for entry of computer user information including at least one computer user number and a time for the return communication.

18. A communication system for establishing communications by voice between a computer user and at least one agent, the computer user being associated with a user computer, and entering a request in the user computer for a return communication by voice from the at least one agent in response to being prompted to enter the request, the communication system comprising:

an agent voice communication device associated with the agent;

a computerized system which receives the request for a return voice communication from the user computer, converts the request into a command formatted for use by the computerized system to establish a return voice communication link initiated from the agent to the computer user, and provides computer user information to at least one agent regarding the requested return communication.

19. The system of claim 18 wherein a web page is established on the user computer which prompts the computer user to enter the request and comprises an indicia which can be activated to initiate the request.

20. The system of claim 18 wherein a first web page on the user computer provides for the computer user to request the return communication and a second web page provides for entry of computer user information.

21. The system of claim 18 wherein the agent communication device comprises a telephone, and wherein the computer user telephone is associated with the computer user and wherein the computerized system further comprises a telephone dialing machine which dials a telephone number of the computer user to establish the return communication.

22. The system of claim 18 wherein the computerized system couples the at least one agent to the computer user via a voice channel when a voice connection with the computer user has been established and the computer user has answered.