Method and system for correlating telephone calls with information delivery
First Claim
1. A method for correlating information delivered through a data network with a call established through a switched telephone network to a facility adapted to serve a plurality of calls simultaneously, comprising steps of:
- inserting an identifier string into a call setup signaling message used to establish the call to the facility;
delivering the information with the identifier string through the data network to the facility; and
using the respective identifier strings to correlate the information with the telephone call after receiving the call setup signaling message and the information at the facility, in order to provide an enhanced service feature.
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0 Petitions
Accused Products
Abstract
A method and system for correlating information retrieved from a data network, with a telephone call initiated by an initial address message (IAM) at a multi-line facility, such as a call center or a voice access server (VAS), hinges on extracting an identifier string inserted into the user-user-interface field of the IAM, and accompanying the information. The information is used to perform an enhanced service feature which may include aiding the selection of an internal line at call center'"'"'s call distributor, or the selection and customization of delivery of a service feature, at a VAS. The information may also be displayed at a display terminal associated with a call center agent handling the call.
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Citations
28 Claims
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1. A method for correlating information delivered through a data network with a call established through a switched telephone network to a facility adapted to serve a plurality of calls simultaneously, comprising steps of:
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inserting an identifier string into a call setup signaling message used to establish the call to the facility;
delivering the information with the identifier string through the data network to the facility; and
using the respective identifier strings to correlate the information with the telephone call after receiving the call setup signaling message and the information at the facility, in order to provide an enhanced service feature. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A method of coordinating the delivery of information through a data network with a call initiated using a call setup signaling message to a predetermined directory number (DN) through a switched telephone network (STN), comprising steps of:
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forwarding the call setup signaling message to a trunk in the STN controlled by a virtual switching point (VSP), so that the VSP lies in a signaling message path for the call;
inserting an identifier string into the call setup signaling message, when the call setup signaling message is received at the VSP;
inserting the identifier string and predetermined data from the call setup signaling message into a query message sent to a database in the data network to effect the retrieval of information associated with a calling party;
forwarding the information and the identifier string to a data server associated with a facility that also terminates calls to the DN; and
correlating the call setup signaling message with the information using respective identifier strings. - View Dependent Claims (16, 17, 18)
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19. A system for correlating information received from a data network at a facility with a call made through a switched telephone network (STN) to the facility'"'"'s telephony equipment, which is adapted to serve a plurality of calls simultaneously, the system comprising;
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a call control node interfacing a trunk in a telephone network adapted to perform call control messaging as commanded by a call control application, including the ability to insert an identifier string into a call setup signaling message;
the call control application adapted to exchange messages with the call control node and to effect the delivery of the information with a copy of the identifier string, to a data server associated with the facility; and
a data server of the facility that receives the information, and uses the accompanying identifier string to correlate the information with the call, wherein said information is used to perform an enhanced service feature. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27, 28)
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Specification