Method and apparatus for initiating telephony contact

• US 7,139,381 B2
• Filed: 06/25/2002
• Issued: 11/21/2006
• Est. Priority Date: 06/25/2002
• Status: Expired due to Fees

• Current Assignee: RPX Clearinghouse LLC (RPX Corporation)
• Original Assignee: Nortel Networks Limited (Nortel Networks Corporation)
• Inventors: McCormack, Tony
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US10/179,656
• Publication Number:
  US 20030235288A1
• Time in Patent Office: 1,610 Days
• Field of Search: 37926501-2661, 379/207.02, 379/209.01, 379/210.01, 379/355.01
• US Class Current: 379/207.02
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• CPC Class Codes: H04M 3/523 with call distribution or queueing

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.

Claims

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) said telecommunications device monitoring a communications channel for receipt of said trigger signal; and

c) upon receipt of said trigger signal, said telecommunications device initiating said communication to said target;

wherein said telecommunications device is selected from a computer having telephony software installed thereon, and a programmable telephone.

2. A method as claimed in claim 1, wherein the trigger signal includes a telephony identifier which identifies the target and enables communication with the target to be initiated.

3. A method as claimed in claim 2, wherein said telephony identifier is selected from a public switched telephony network telephone number, a private telephony network directory number, and a data network address.

4. A method as claimed in claim 1, further comprising the initial step of providing a telephony identifier to said telecommunications device which identifies the target and enables communication with the target to be initiated, whereby on receipt of said trigger signal said telephony identifier is used to initiate said communication.

5. A method as claimed in claim 4, wherein said telephony identifier is selected from a public switched telephony network telephone number, a private telephony network directory number, and a data network address.

6. A method as claimed in claim 1, wherein the telecommunications device is provided with a plurality of communications channels and wherein the trigger signal is received over a different channel to the channel used to initiate said communication.

7. A method as claimed in claim 1, wherein the steps of the method are accomplished by software running on said telecommunications device.

8. A telecommunications device comprising:

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;

wherein said telecommunications device is selected from a computer having telephony software installed thereon, and a programmable telephone.

9. A method of operating a call centre, comprising the steps of:

a) receiving a contact request relating to a remote device selected from a computer having telephony software installed thereon, and a programmable telephone;

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.

10. A method as claimed in claim 9, wherein step a) comprises receiving said request from a request processing device selected from a web server, an interactive voice response server, a short messaging system server, an email saver and a session initiation protocol (SIP) application.

11. A method as claimed in claim 9, wherein the identity of the telecommunications device to which the request relates is determined with reference to a database of call centre customers.

12. A method as claimed in claim 9, wherein step b) comprises queuing said request with a plurality of other requests and processing said requests in turn.

13. A method as claimed in claim 12, wherein said plurality of other requests include requests associated with real time calls currently queued at a call server of the centre.

14. A method as claimed in claim 9, wherein step b) comprises scheduling said request for processing at a time specified in the request and processing said request at said specified time.

15. A method as claimed in claim 9, wherein step a) includes the step of transmitting to said remote device a program which when run by the telecommunications device (i) monitors a communications channel for said trigger signal and (ii) reacts to said trigger signal by initiating communication with said call centre.

16. A method as claimed in claim 15, wherein said program includes a telephony identifier sufficient to enable said communication to be initiated.

17. A method as claimed in claim 15, wherein said trigger signal includes a telephony identifier sufficient to enable said communication to be initiated.

18. A method as claimed in claim 9, wherein step d) comprises receiving notification of an incoming call, determining from the information in the notification whether said call relates to an existing request, and if said call does not relate to an existing request, creating and prioritising a new request relating to said call.

19. A method as claimed in claim 18, wherein said requests are prioritised by a queue management unit, and incoming calls are managed by a switching device operative under the direction of the management unit to hold or forward received calls, said queue management unit instructing the switching unit to hold calls which do not relate to an existing request until that request is processed.

20. A call centre comprising:

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, said remote device being selected from a computer having telephony software installed thereon, and a programmable telephone; 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.

21. A computer program product comprising instructions which when executed in a call centre computer system are effective to cause said system to:

a) receive a contact request relating to a remote device, said remote device being selected from a computer having telephony software installed thereon, and a programmable telephone;

b) prioritise said contact request according to a set of rules which determine when said request is due to he 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.

22. A method of initiating a call between a telecommunications device and a call centre, said method comprising:

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;

said telecommunications device being selected from a computer having telephony software installed thereon, and a programmable telephone.

23. A telecommunications system comprising a telecommunications device and a call centre connected to one another over a telephony network, wherein said telecommunications device is selected from a computer having telephony software installed thereon, and a programmable telephone and said telecommunications device comprises:

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.