Method and apparatus for initiating telephony contact
First Claim
1. A method of initiating a telephony communication from a telecommunications device to a target, said method comprising:
- a) submitting a request to the target to provide a trigger signal;
b) monitoring a communications channel for receipt of said trigger signal; and
c) upon receipt of said trigger signal, initiating said communication to said target.
8 Assignments
0 Petitions
Accused Products
Abstract
A trigger signal from a remote location can be used to automatically trigger a call from a telecommunications device. The device is preferably a programmable telephone which stores a dialling program which monitors a communications channel for a trigger signal. The user, who may be a call centre customer, selects an option to automatically initiate a call rather than holding for an agent. The call centre system then places a contact request in the call queue alongside identifiers relating to real time holding calls. When the contact request reaches the top of the queue, a trigger signal is sent to the customer'"'"'s device where it activates the dialling program, causing a call to be made to the call centre. This incoming call is recognised at the call centre as relating to the contact request at the top of the queue and the call is connected directly to an agent, bypassing the other holding calls.
29 Citations
28 Claims
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1. A method of initiating a telephony communication from a telecommunications device to a target, said method comprising:
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a) submitting a request to the target to provide a trigger signal;
b) monitoring a communications channel for receipt of said trigger signal; and
c) upon receipt of said trigger signal, initiating said communication to said target. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A telecommunications device comprising:
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a) an interface for submitting a request to a target to provide a trigger signal;
b) a communications channel monitor for detecting receipt of a trigger signal from the target over a communications channel; and
c) an automated contact system for initiating a telephony communication to the target upon receipt of said trigger signal.
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11. A computer program product comprising instructions which when executed on a programmable telecommunications device are effective to cause the device to:
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a) monitor a communications channel for receipt of a trigger signal from a target; and
b) upon receipt of said trigger signal, initiate a telephony communication to said target. - View Dependent Claims (12)
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13. An electrical signal encoding a computer program for a programmable telecommunications device, said program being effective when executed to cause the device to:
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a) monitor a communications channel for receipt of a trigger signal from a target; and
b) upon receipt of said trigger signal, initiate a telephony communication to said target.
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14. A method of operating a call centre, comprising the steps of:
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a) receiving a contact request relating to a remote device;
b) prioritising said contact request according to a set of rules which determine when said request is due to be processed;
c) when it is determined that said contact request is to be processed, forwarding to said remote device a trigger signal for causing the remote device to initiate a telephony communication with the call centre; and
d) associating an incoming telephony communication with said contact request and directing said incoming communication to an agent. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22, 23, 24)
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25. A call centre comprising:
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a) a management system for receiving, prioritising and processing contact requests relating to remote devices;
b) a trigger signal generation unit for generating and transmitting a trigger signal to a remote device when a contact request relating to that device is processed; and
c) a call recognition system for associating an incoming call with a processed contact request relating to the device making the incoming call; and
d) a call switching unit for forwarding an incoming call to an agent under the direction of the call recognition system.
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26. A computer program product comprising instructions which when executed in a call centre computer system are effective to cause said system to:
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a) receive a contact request relating to a remote device;
b) prioritise said contact request according to a set of rules which determine when said request is due to be processed;
c) when it is determined that said contact request is to be processed, forward to said remote device a trigger signal for causing the remote device to initiate a telephony communication with the call centre; and
d) associate an incoming telephony communication with said contact request and directing said incoming communication to an agent.
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27. A method of initiating a call between a telecommunications device and a call centre, said method comprising:
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a) the call centre receiving a contact request to provide a trigger signal to the device;
b) the call centre prioritising said contact request according to a set of rules which determine when said request is due to be processed;
c) when it is determined that said contact request is to be processed, the call centre forwarding to said remote device a trigger signal for causing the remote device to initiate a telephony communication with the call centre;
d) the telecommunications device monitoring a communications channel for receipt of said trigger signal;
e) upon receipt of said trigger signal, the telecommunications device initiating said communication as a call to said call centre; and
f) the call centre associating said incoming call with said contact request and directing said incoming communication to an agent.
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28. A telecommunications system comprising a telecommunications device and a call centre connected to one another over a telephony network, wherein said device comprises:
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a) an interface for submitting a contact request to a target to provide a trigger signal;
b) a communications channel monitor for detecting receipt of a trigger signal from the target over a communications channel; and
c) an automated contact system for initiating a telephony communication to the target upon receipt of said trigger signal. and said call centre comprises;
d) a management system for receiving, prioritising and processing said contact request;
e) a trigger signal generation unit for generating and transmitting said trigger signal to said device when said contact request relating to that device is processed; and
f) a call recognition system for associating said telephony communication when received as an incoming call with said processed contact request relating to said device; and
g) a call switching unit for forwarding said incoming call to an agent under the direction of the call recognition system.
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Specification