Telephony intelligence in a data packet network

• US 8,031,698 B2
• Filed: 10/29/2007
• Issued: 10/04/2011
• Est. Priority Date: 11/12/1998
• Status: Expired due to Fees

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Neyman, Igor
• Primary Examiner(s): LEE, CHI HO A
• Application Number:
  US11/926,617
• Publication Number:
  US 20080049737A1
• Time in Patent Office: 1,436 Days
• Field of Search: 370/352, 370/401, 370/466
• US Class Current: 370/352
• CPC Class Codes: H04L 12/4604 LAN interconnection over a backbone network, e.g. Internet, Frame Relay
• CPC Class Codes: H04L 12/6418 Hybrid transport
• CPC Class Codes: H04L 45/04 Interdomain routing, e.g. hierarchical routing
• CPC Class Codes: H04L 47/24 Traffic characterised by specific attributes, e.g. priority or QoS
• CPC Class Codes: H04L 65/1043 Gateway controllers, e.g. media gateway control protocol [MGCP] controllers
• CPC Class Codes: H04L 65/1096 Supplementary features, e.g. call forwarding or call holding systems providing special services or facilities to telephony subscribers H04M3/42
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04M 2207/12 intelligent networks
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/1205 where the types of switching equipement comprises PSTN/ISDN equipment and switching equipment of networks other than PSTN/ISDN, e.g. Internet Protocol networks
• CPC Class Codes: H04Q 2213/13034 A/D conversion, code compression/expansion
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/13345 Intelligent networks, SCP
• CPC Class Codes: H04Q 2213/13377 Recorded announcement
• CPC Class Codes: H04Q 2213/13389 LAN, internet
• CPC Class Codes: H04Q 3/0045 involving hybrid, i.e. a mixture of public and private, or multi-vendor systems

Abstract

A packet-data network is made intelligent in the sense of a connection-oriented, switched telephony (COST) network by enhancing one or more interconnected IP routers in the network with computer-telephony integration (CTI) processors executing CTI applications. No-charge-to-calling-party IP addresses are assigned and sponsored by various enterprises, who may also maintain call centers having at least one CTI-enhanced IP router connected to the network, and agent stations having IP telephones connected to the call-center-located IP router. With appropriate software and the CTI link to IP routers the performance of well-known conventional telephone systems may be provided in packet networks like the Internet.

Claims

1. An interactive Voice Response (IVR) system comprising:

a Connection-Oriented, Switched Telephony (COST) port for receiving calls from a COST network;

a Data Network Telephony (DNT) port for receiving DNT calls from a DNT packet network;

a software application executing on a server, capable of receiving events from and sending commands to the COST and DNT ports, for determining routing of calls; and

a dual-ported translating bridge unit adapted to bi-directionally translate between the data protocols of the COST and DNT networks;

control routines for automated interaction with both COST and DNT callers for at least eliciting information from the callers;

characterized in that data elicited from callers in either network is transmitted to the software application for determining routing of COST and DNT calls including routing calls from one network to the other using the translating bridge.

2. The IVR system of claim 1 wherein the IVR system receives a call on the COST network, and as a result of information elicited from the caller routes the call through the bridge unit into the DNT network.

3. The IVR system of claim 1 wherein the IVR system receives a call on the DNT network, and as a result of information elicited from the caller routes the call through the bridge unit into the COST network.

4. The IVR system of claim 1 wherein the IVR system receives a call on the DNT network, and as a result of information elicited from the caller routes the call on the DNT network.

5. The IVR system of claim 1 wherein the IVR system receives a call on the COST network, and as a result of information elicited from the caller routes the call on the COST network.