Wireless communication techniques

• US 20050117531A1
• Filed: 01/03/2005
• Published: 06/02/2005
• Est. Priority Date: 08/24/2000
• Status: Abandoned Application

• Current Assignee: David Fuller, Donald E. Brown, Robert Harris, Zoran Cetusic
• Original Assignee: David Fuller, Donald E. Brown, Robert Harris, Zoran Cetusic
• Inventors: Harris, Robert, Fuller, David, Cetusic, Zoran, Brown, Donald E.
• Application Number:
  US11/028,342
• Publication Number:
  US 20050117531A1
• Time in Patent Office: Days
• US Class Current: 370/310
• CPC Class Codes: H04M 1/725 Cordless telephones user interfaces specially adapted therefor H04M1/724
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 3/42093 Notifying the calling party of information on the called or connected party
• CPC Class Codes: H04M 3/42365 Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
• CPC Class Codes: H04M 3/4931 Directory assistance systems
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/537 Arrangements for indicating the presence of a recorded message , whereby the presence information might include a preview or summary of the message
• CPC Class Codes: H04W 4/00 Services specially adapted for wireless communication networks; Facilities therefor
• CPC Class Codes: H04W 88/14 Backbone network devices

Abstract

A novel system is presented for providing computer telephony services to remote, mobile users. In one form, a server communicates wirelessly with a remote, mobile, personal communication subsystem that includes a wireless voice communication device and a wireless data communication device, through a voice channel and a data channel, respectively. Telephonic communications passing between the wireless voice communication device and the server are controlled by commands and/or informed by communications through the wireless data communication device. The voice channel may carry incoming and/or outgoing calls distributed by an ACD, the calls being accompanied by information transmitted through the data channel that might traditionally have been presented in a “screen pop” or other informational display. In another form, users of the subsystems request and/or receive updates through the data channel regarding the availability status of one or more other users of the system.

Claims

1-26. -26. (canceled)

27. A server, comprising a computer-readable medium and a processor in communication with a private switch and the computer-readable medium, said computer-readable medium being encoded with programming instructions executable by said processor to:

control the switch to selectively route voice communications to one or more agents, each agent having a wireless remote mobile communication subsystem comprising;

a wireless voice communication device; and

a wireless data communication device.

28. The server of claim 27, wherein the wireless voice communication device is separate from the wireless data communication device.

29. The server of claim 27, wherein the wireless voice communication device is integrated with the wireless data communication device.

30. The server of claim 27, wherein the programming instructions are further executable by said processor to:

receive a control signal from the wireless data communication device of a first subsystem, to which a first voice communication has been routed;

respond to the control signal by acting upon the first voice communication.

31. The server of claim 30, wherein the acting is transferring the first voice communication.

32. The server of claim 30, wherein the acting is making the first voice communication into a conference call.

33. The server of claim 30, wherein

the switch selectively routes voice communications to a plurality of agents;

and

the conference call is with another agent.

34. The server of claim 27, wherein the wireless data communication device is a personal digital assistant.

35. The server of claim 27, wherein the programming instructions are further executable by said processor to:

maintain a first queue consisting of communication threads for receiving control signals from a plurality of wireless remote mobile communication subsystems; and

maintain a second queue consisting of processing threads for executing commands indicated by the control signals.

39. The system of claim 30, wherein said means for receiving data signals comprises a personal digital assistant.

36-37. -37. (canceled)

38. A system, comprising:

a server controlled by an organization, said server in communication with a storage medium containing information specific to that organization and comprising

a private telephone switch coupled to the public switched telephone network; and

a connection to a publicly accessible computer network; and

at least one remote and mobile personal communications subsystem, comprising

a means for vocal communication over a first wireless network, said means being in communication with said private telephone switch; and

a means for receiving data signals from said server over a second wireless network;

wherein said server is configured to provide at least a portion of the information to the subsystem via the computer network and the means for receiving data signals in response to a request from the subsystem.