QR DATA PROXY AND PROTOCOL GATEWAY

• US 20130179156A1
• Filed: 01/08/2013
• Published: 07/11/2013
• Est. Priority Date: 01/09/2012
• Status: Active Grant

• Current Assignee: Five9, Inc.
• Original Assignee: Face It Corp.
• Inventors: FRIED, LANCE, KATZ, JOSEPH
• Granted Patent: US 9,280,541 B2
• Time in Patent Office: Days
• US Class Current: 704/201
• CPC Class Codes: G06F 16/23 Updating
• CPC Class Codes: G06F 16/438 Presentation of query results
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0269 based on user profile or attribute
• CPC Class Codes: G06Q 30/0641 Shopping interfaces
• CPC Class Codes: G10L 21/00 Speech or voice signal processing techniques to produce another audible or non-audible signal, e.g. visual or tactile, in order to modify its quality or its intelligibility G10L19/00 takes precedence
• CPC Class Codes: H04L 67/63 Routing a service request depending on the request content or context

Abstract

A quick response (QR) proxy and protocol gateway for interfacing with a carrier network, a QR-equipped device, and a contact center and contact center database is disclosed. A data link is connected to a carrier network to receive QR codes and other data. Additional data links are connected to a contact center database and a QR-equipped device to obtain information used in determining routing and tagging instructions. A user interface is connected to the gateway to accept configurable conditions for determining routing instructions. There is a text conversion function and speech conversion function for each target enterprise contact center. Synchronization between stored user preferences to automated or semi-automated customer service routes is provided by a consumer preference template system.

Claims

1. An encoded image communications portal system comprising:

a first inbound telecommunications link receptive to an encoded image;

a second inbound telecommunications link receptive to user data;

an image data proxy connected to the first inbound telecommunications link and the second inbound telecommunications link;

a component database with executable scripts stored thereon;

an application server connected to the image data proxy and the component database, the application server retrieving and running the executable scripts in response to the received user data and the encoded image from the image data proxy;

a first outbound telecommunications link connected to the application server and connectible to a contact center resource; and

a second outbound telecommunications link connected to the application server and at least one of connecting the application server to the user for delivering the image data thereto, and bridging the user and the contact center resource.

2. The system of claim 1, further comprising:

a text conversion processor media server connected to the first outbound telecommunications link and the second outbound telecommunications link;

wherein multimedia content is transferrable by the text conversion processor media server and receptive to user responses to the multimedia content being played back.

3. The system of claim 1, further comprising:

a speech conversion processor media server connected to the first outbound telecommunications link and the second outbound telecommunications link;

wherein multimedia content is transferrable by the speech conversion processor media server and receptive to user responses to the multimedia content being played back.

4. The system of claim 1, further comprising:

an outgoing data access point controlling the first outbound telecommunications link to the contact center resource.

5. The system of claim 4, wherein the executable script converts the received user data, based upon the received image data, into a formatted data stream transmittable to the contact center resource by the outgoing data access point over the first outbound telecommunications link, a customer service transaction with specific personal private data based on preferences defined by the user data being established thereby.

6. The system of claim 5, wherein the formatted data stream is a native data stream specific to the contact center resource.

7. The system of claim 5, wherein the formatted data stream is a Short Message Service (SMS) message.

8. The system of claim 5, wherein the formatted data stream is an Instant Message (IM).

9. The system of claim 5, wherein the formatted data stream is an e-mail message.

10. The system of claim 1, wherein a telephone call is initiated over the first outbound telecommunications link to the contact center resource.

11. The system of claim 1, wherein a telephone call to the user on the second outbound telecommunications link is initiated in response to a detection of an answer supervision on the first outbound telecommunications link.

12. The system of claim 1, wherein an active session with the contact center resource on the first outbound telecommunications link is bridged with the user connected over the second outbound telecommunications link with pairing commands stored on the component database.

13. The system of claim 12, wherein the active session with the contact center resource on the first outbound telecommunications link and the connection with the user over the second outbound telecommunications link are disengaged upon receipt of a connection confirmation between the user and the contact center resource as included in a session data signaling message received by the application server.

14. The system of claim 1, wherein:

the image data received over the first inbound telecommunications link is attached to the user data received over the second inbound telecommunications link; and

the application server associates a one of the executable scripts stored in the component database based upon the image data and the user data.

15. The system of claim 1, wherein image data stored in the component database is transmitted to the user over the second outbound telecommunications link in response to a corresponding command received over the second inbound telecommunications link.

16. The system of claim 1, wherein a command received over the second inbound telecommunications link is attached to user data stored on the component database.

17. The system of claim 1, wherein the application server is operative to generate image data including attributes associated with the user data received over the second inbound telecommunications link.

18. The system of claim 17, wherein the generated image data is transmittable to the user over the second outbound telecommunications link.

19. The system of claim 1, where in the image data is a Quick Response (QR) code.