Universal connection station

• US 9,992,645 B2
• Filed: 09/23/2011
• Issued: 06/05/2018
• Est. Priority Date: 09/23/2011
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Zhakov, Vyacheslav
• Primary Examiner(s): Tran, Phuc
• Application Number:
  US13/243,464
• Publication Number:
  US 20130077537A1
• Time in Patent Office: 2,447 Days
• CPC Class Codes: H04M 1/72412 using two-way short-range wireless interfaces
• CPC Class Codes: H04M 1/72502 with one base station connected to a single line
• CPC Class Codes: H04M 2250/62 user interface aspects of conference calls
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold
• CPC Class Codes: H04W 84/042 Public Land Mobile systems, e.g. cellular systems
• CPC Class Codes: H04W 84/12 WLAN [Wireless Local Area Networks]

Abstract

An intelligent connection station has at least one wireless transceiver operating in a wireless protocol, at least one speaker and one microphone, a connection to a wide area network, and software executing on the connection station from a non-transitory physical medium, the software providing a first function seeking compatible communication appliances within range of the wireless transceiver operating in the wireless protocol, and a second function enabling wireless pairing, providing a wireless link between the intelligent connection station and any communication appliance discovered within range and activated to pair. The pairing enables digital communication between the paired device and a remote communication appliance over the wireless link, through the intelligent connection station and the wide area network.

Claims

1. An intelligent connection station, comprising:

a charging port for charging a particular communication appliance upon coupling the particular communication appliance to the charging port;

a communications port for transmitting messages over a communications channel;

a wireless transceiver operating in a wireless protocol;

a speaker;

a microphone;

a processor; and

a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to;

establish telephony session with a first communication appliance over a communications network;

determine that the telephony session is to be routed to a contact center agent;

identify an agent qualified and available to handle the telephony session;

determine, in response to identifying the agent, whether a second communication appliance accessible to the agent is within range of the wireless transceiver operating in the wireless protocol;

in response to determining that the second communication appliance is within range, establish wireless communication with the identified second communication appliance and extend the telephony session to the second communication appliance;

determine whether a conference call should be held with a third communication appliance;

determine whether the third communication appliance is within range of the wireless transceiver operating in the wireless protocol;

in response to determining that the third communication appliance is within range, establish wireless communication with the identified third communication appliance and establish a conference call with the first, second, and third communication appliances; and

in response to determining that the third communication appliance is outside of the range, transmit a notification to the third communication appliance over the communication channel.

2. The intelligent connection station of claim 1, wherein the second communication appliance is a mobile telephony device.

3. The intelligent connection station of claim 1, wherein the wireless protocol is a least one of a short-range wireless protocol, medium-range wireless protocol, or long-range wireless protocol.

4. The intelligent connection station of claim 1, wherein the charging port is a battery-charging interface configured to receive the second communication appliance for charging the second communication appliance.

5. The intelligent connection station of claim 1, wherein the telephony session is a voice-over-IP call.

6. The intelligent connection station of claim 1, wherein the communication network is a telephony carrier network.

7. The intelligent connection station of claim 1, wherein the communication network is the Internet.

8. The intelligent connection station of claim 1, wherein the memory further stores instructions that cause the processor to:

transfer the telephony session to the second communication appliance, wherein in response to the transfer, the second communication appliance functions as a conference hub and frees the intelligent connections station to conduct a second conference call concurrently with the conference call.

9. A method for providing communication for communication appliances, the method comprising:

establishing a telephony session between an intelligent connection station and a first communication appliance over a communications network, wherein the intelligent connection station includes a charging port for charging a particular communication appliance upon coupling the particular communication appliance to the charging port, a communications port for transmitting messages over a communications channel, and a wireless transceiver operating in a wireless protocol;

determining, by the intelligent connection station, that the telephony session is to be routed to a contact center agent;

identifying, by the intelligent connection station, an agent qualified and available to handle the telephony session;

determining, by the intelligent connection station, in response to identifying the agent, whether a second communication appliance accessible to the agent is within range of the wireless transceiver operating in a wireless protocol;

in response to determining that the second communication appliance is within range, establishing wireless communication between the intelligent connection station and the identified second communication appliance and extending the telephony session to the second communication appliance;

determining, by the intelligent connection station, whether a conference call should be held with a third communication appliance;

determining, by the intelligent connection station, whether the third communication appliance is within range of the wireless transceiver operating in the wireless protocol;

in response to determining that the third communication appliance is within range, establishing wireless communication between the intelligent connection station and the identified third communication appliance and establishing a conference call with the first, second, and third communication appliances; and

in response to determining that the third communication appliance is outside of the range, transmitting, by the intelligent connection station, a notification to the third communication appliance over the communication channel.

10. The method of claim 9, wherein the second communication appliance is a mobile telephony device.

11. The method of claim 9, wherein the wireless protocol is a least one of a short-range wireless protocol, medium-range wireless protocol, or long-range wireless protocol.

12. The method of claim 9, wherein the charging port is a battery-charging interface configured to receive the second communication appliance for charging the second communication appliance.

13. The method of claim 9, wherein the telephony session is a voice-over-IP call.

14. The method of claim 9, wherein the communication network is a telephony carrier network.

15. The method of claim 9, wherein the communication network is the Internet.