System and method for accepting text calls on voice telephones at call centers or other locations

• US 7,555,521 B1
• Filed: 04/10/2003
• Issued: 06/30/2009
• Est. Priority Date: 04/11/2002
• Status: Expired due to Fees

• Current Assignee: Thomas J. Mclaughlin
• Original Assignee: NXi Communications, Inc. (NexTalk)
• Inventors: Knighton, Jeff F., McLaughlin, Thomas J., Call, Alan S.
• Primary Examiner(s): Coulter; Kenneth R
• Application Number:
  US10/410,724
• Time in Patent Office: 2,273 Days
• Field of Search: 709/206, 709/229, 379/88.17, 704/271
• US Class Current: 709/206
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/224 providing notification on incoming messages, e.g. pushed notifications of received messages
• CPC Class Codes: H04M 1/2475 for a hearing impaired user
• CPC Class Codes: H04M 1/72436 for text messaging, e.g. short messaging services [SMS] or e-mails
• CPC Class Codes: H04M 1/72478 for hearing-impaired users
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

The present invention informs a recipient of a holding non-voice call and allows the recipient to participate in real time text communication. A voice/text server is capable of communicating with a text device across a network or the Internet. The text device transmits the non-voice call to the voice/text server where the non-voice call is stored in a memory. The voice/text server generates a placeholder call and transmits the placeholder call to a voice telephone. The recipient receives the placeholder call by use of a voice telephone. A local text device generates a text link that is transmitted to the voice/text server. The voice/text server matches the text link to the holding text call. Text communication may then proceed between the users in any number of formats.

Claims

1. A voice/text server for providing text-based communication between an originating user and a recipient, the voice/text server comprising:

a network interface for communicating with a network;

a processor coupled to the network interface; and

a memory coupled to the processor, the memory including computer executable instruction code for performing a method comprising,

receiving an originating live non-voice call from the network,

holding the live non-voice call,

generating a placeholder call corresponding to the live non-voice call, wherein the placeholder call is a voice call,

transmitting the placeholder call through the network to a voice telephone to notify the recipient of the live non-voice call,

receiving from the network a text link generated by the recipient using a text device, and

matching the text link to the live non-voice call to establish communication between the text device and the live non-voice call.

2. The voice/text server of claim 1, wherein the method further comprises storing the live non-voice call in a queue in the memory.

3. The voice/text server of claim 1, wherein the method further comprises:

generating an identification code specific to the live non-voice call; and

inserting the identification code in the placeholder call.

4. The voice/text server of claim 3, wherein the identification code includes an audio signal.

5. The voice/text server of claim 3, wherein the text link includes the identification code and wherein matching the text link to the live non-voice call includes comparing the identification code of the live non-voice call to the identification code of the text link.

6. The voice/text server of claim 1, wherein transmitting the placeholder call includes,

extracting a dialed number from the live non-voice call;

and

deriving from the dialed number a destination number for the placeholder call.

7. The voice/text server of claim 6, wherein deriving the destination number for the placeholder call includes accessing a database to retrieve a voice telephone destination number that corresponds and is mapped to the dialed number.

8. The voice/text server of claim 1, wherein the method further includes,

retrieving an origination number of the originating user from the live non-voice call;

and

inserting the origination number in the placeholder call.

9. The voice/text server of claim 1, wherein the method further comprises generating a text greeting for the originating user.

10. The voice/text server of claim 1, wherein receiving an originating live non-voice call comprises receiving text or graphic communication over a network from a personal computer.

11. The voice/text server of claim 10, wherein graphic communication comprises video.

12. The voice/text server of claim 1, wherein receiving an originating live non-voice call comprises receiving a video call.

13. The voice/text server of claim 1, wherein the originating live non-voice call is received from a set top box.

14. The voice/text server of claim 1, wherein the originating live non-voice call is received from an alpha pager.

15. The voice/text server of claim 1, wherein the originating live non-voice call is received from a personal digital assistant (PDA).

16. A voice/text server for providing text-based communication between an originating user and a recipient, the voice/text server comprising:

an interface for communicating with a webserver;

a processor coupled to the interface; and

a memory coupled to the processor, the memory including computer executable instruction code for performing a method comprising,

receiving an originating live non-voice call from the webserver,

holding the live non-voice call,

generating a placeholder call corresponding to the live non-voice call, wherein the placeholder call is a voice call,

transmitting the placeholder call through a telephone network to a voice telephone to notify the recipient of the live non-voice call,

receiving from the webserver a text link generated by the recipient using a text device, and

matching the text link to the live non-voice call to establish communication between the text device and the live non-voice call.

17. The voice/text server of claim 16, wherein the method further comprises storing the non-voice call in a queue in the memory.

18. The voice/text server of claim 16, wherein the method further comprises:

generating an identification code specific to the live non-voice call; and

inserting the identification code in the placeholder call.

19. The voice/text server of claim 18, wherein the text link includes the identification code and matching the text link to the live non-voice call includes comparing the identification code of the live non-voice call to the identification code of the text link.

20. The voice/text server of claim 16, wherein transmitting the placeholder call includes,

receiving routing information from the webserver;

and

deriving from the routing information a destination number for the placeholder call.

21. The voice/text server of claim 20, wherein deriving the destination number includes accessing a database to retrieve the destination number mapped to the routing information.

22. A voice/text server for providing text-based communication between an originating user and a recipient, the voice/text server comprising:

a webserver for hosting a website and enabled for internet communication;

a processor in communication with the webserver; and

a memory coupled to the processor, the memory including computer executable instruction code for performing a method comprising,

receiving an originating live non-voice call from the webserver,

holding the live non-voice call,

generating a placeholder call corresponding to the live non-voice call, wherein the placeholder call is a voice call,

transmitting the placeholder call through a telephone network to a voice telephone to notify the recipient of the live non-voice call,

receiving from the webserver a text link generated by the recipient using a text device, and

matching the text link to the live non-voice call to establish communication between the text device and the live non-voice call.

23. The voice/text server of claim 22, wherein the method further comprises storing the live non-voice call in a queue in the memory.

24. The voice/text server of claim 22, wherein the method further comprises:

generating an identification code specific to the live non-voice call; and

inserting the identification code in the placeholder call.

25. The voice/text server of claim 24, wherein the text link includes the identification code and matching the text link to the live non-voice call includes comparing the identification code of the live non-voice call to the identification code of the text link.

26. The voice/text server of claim 22, wherein transmitting the placeholder call includes,

receiving routing information from the webserver;

and

deriving from the routing information a destination number for the placeholder call.

27. The voice/text server of claim 26, wherein deriving the destination number includes accessing a database to retrieve the destination number mapped to the routing information.

28. A voice/text server for providing text-based communication between an originating user and a recipient, the voice/text server comprising:

an interface for communicating with a webserver;

a processor coupled to the interface; and

a memory coupled to the processor, the memory including computer executable instruction code for performing a method comprising,

receiving an originating live call from the webserver, the originating live call including a non-voice component and an audio component,

holding the originating live call,

separating the audio component from the originating call,

generating a placeholder call corresponding to the originating live call wherein the placeholder call is a voice call,

inserting the audio component within the placeholder call,

transmitting the placeholder call through a telephone network to a voice telephone to notify the recipient of the live non-voice call,

receiving from the webserver a text link generated by the recipient using a text device, and

matching the text link to the originating live call to establish communication between the text device and the live non-voice call.

29. The voice/text server of claim 28, wherein the method further comprises storing the originating live call in a queue in the memory.

30. The voice/text server of claim 28, wherein the method further comprises:

generating an identification code specific to the originating live call; and

inserting the identification code in the placeholder call.

31. The voice/text server of claim 30, wherein the text link includes the identification code and matching the text link to the originating live call includes comparing the identification code of the originating call to the identification code of the text link.

32. The voice/text server of claim 28, wherein transmitting the placeholder call includes,

receiving routing information from the webserver;

and

deriving from the routing information a destination number for the placeholder call.

33. The voice/text server of claim 32, wherein deriving the destination number includes accessing a database to retrieve the destination number mapped to the routing information.

34. A method for providing text-based communication between an originating user and a recipient located within a call center, the method comprising:

a voice/text server receiving an originating live non-voice call;

the voice/text server holding the live non-voice call;

the voice/text server generating a placeholder call corresponding to the live non-voice call, wherein the placeholder call is a voice call;

the voice/text server transmitting the placeholder call through the network to the call center;

the call center transmitting the placeholder call to a voice telephone to notify a recipient of the live non-voice call;

the recipient generating a text link while retaining connection with the placeholder call;

the voice/text server receiving the text link; and

the voice/text server matching the text link to the live non-voice call to establish communication.

35. A method for providing text-based communication between an originating user and a recipient located within a call center, the method comprising:

a voice/text server receiving an originating live non-voice call;

the voice/text server holding the live non-voice call;

the voice/text server generating a placeholder call corresponding to the live non-voice call, wherein the placeholder call is a voice call;

the voice/text server transmitting the placeholder call through the network to the call center;

the call center transmitting the placeholder call to a voice phone;

the call center generating a text link and transmitting the text link to the voice/text server;

the voice/text server receiving the text link;

the voice/text server matching the text link to the live non-voice call to establish communication; and

the call center engaging a text device corresponding to the voice phone to receive communication.