Voice over internet call center integration
First Claim
1. An Internet telephony system for providing communications involving a user communicating through an Internet browser, comprising a server hosting a Web site providing a user interface to permit a user to select and purchase items of interest, said server executing an application program communicating with telephony hardware to implement telephony system control, said application program having an application programming interface, said application program interface functions comprising at least one call to an external program, wherein said server proactively transmits a message to the Internet browser based on an automated analysis of a status of a user'"'"'s Internet shopping cart, representing items of interest having an unconcluded transaction status, requesting establishment of an interactive voice communication session, and wherein the user can allow initiation of the interactive voice communication session through the Internet browser, in accordance with a predefined set of user preferences defining a user'"'"'s preferred communications mode, selected from the group consisting of voice over a data packet switched network and a public switched telephone network, and wherein the user'"'"'s selected items of interest in the shopping cart are independent of the establishment of the interactive voice communication session.
3 Assignments
0 Petitions
Accused Products
Abstract
A telephony server, comprising an application program executing under an operating system, communicating directly with telephony hardware to implement telephony system control, having an application programming interface including a call to an external program also executing under the operating system, the application program supporting a plurality of instances of the external programs simultaneously, each external program implementing call handling logic for at least one voice communications channel. The application program may communicate with a Web server, wherein said server proactively communicates with the user in dependence on an automated analysis of a status of a user'"'"'s shopping cart, representing items of interest having an unconcluded transaction status, requesting establishment of an interactive voice communication session.
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Citations
28 Claims
- 1. An Internet telephony system for providing communications involving a user communicating through an Internet browser, comprising a server hosting a Web site providing a user interface to permit a user to select and purchase items of interest, said server executing an application program communicating with telephony hardware to implement telephony system control, said application program having an application programming interface, said application program interface functions comprising at least one call to an external program, wherein said server proactively transmits a message to the Internet browser based on an automated analysis of a status of a user'"'"'s Internet shopping cart, representing items of interest having an unconcluded transaction status, requesting establishment of an interactive voice communication session, and wherein the user can allow initiation of the interactive voice communication session through the Internet browser, in accordance with a predefined set of user preferences defining a user'"'"'s preferred communications mode, selected from the group consisting of voice over a data packet switched network and a public switched telephone network, and wherein the user'"'"'s selected items of interest in the shopping cart are independent of the establishment of the interactive voice communication session.
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20. A telephony method for providing communications involving a user communicating through an Internet browser, comprising:
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providing a user interface of a Web site hosted on a server, permitting the user to select and purchase items of interest; executing an application program communicating with telephony hardware to implement telephony system control, the application program having an application programming interface, the application program interface functions comprising at least one call to an external program; proactively transmitting a message to the Internet browser based on an automated analysis of a status of the user'"'"'s Internet shopping cart, representing items of interest having an unconcluded transaction status, requesting establishment of an interactive voice communication session; and initiating the interactive voice communication session through the Internet browser by the user, in accordance with a predefined set of user preferences defining the user'"'"'s preferred communications mode, selected from the group consisting of voice over a data packet switched network and a public switched telephone network, and wherein the user'"'"'s selected items of interest in the shopping cart are independent of the establishment of the interactive voice communication session. - View Dependent Claims (21, 22, 23, 24, 25, 26, 27, 28)
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Specification