Voice over internet call center integration

• US 7,269,160 B1
• Filed: 05/26/2000
• Issued: 09/11/2007
• Est. Priority Date: 05/26/2000
• Status: Expired due to Term

• Current Assignee: III Holdings 1, LLC
• Original Assignee: Buffalo International Incorporated
• Inventors: Wu, Wai, Friedman, David
• Primary Examiner(s): Pham; Chi
• Assistant Examiner(s): HOM, SHICK C
• Application Number:
  US09/579,370
• Time in Patent Office: 2,664 Days
• Field of Search: 370/259, 370/352, 370/395.52, 370/493, 370/494, 370/495, 379/900, 705/17, 705/39, 705/40, 709/203, 709/328, 709/329
• US Class Current: 370/352
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: G06Q 30/0613 Third-party assisted
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• 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 7/003 Click to dial services
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: Y10S 379/90 Internet, e.g. Internet phone, webphone, internet-based telephony

Abstract

A telephony server, comprising an application program executing under an operating system, communicating directly with telephony hardware to implement telephony system control, having an application programming interface including a call to an external program also executing under the operating system, the application program supporting a plurality of instances of the external programs simultaneously, each external program implementing call handling logic for at least one voice communications channel. The application program may communicate with a Web server, wherein said server proactively communicates with the user in dependence on an automated analysis of a status of a user'"'"'s shopping cart, representing items of interest having an unconcluded transaction status, requesting establishment of an interactive voice communication session.

Claims

1. An Internet telephony system for providing communications involving a user communicating through an Internet browser, comprising a server hosting a Web site providing a user interface to permit a user to select and purchase items of interest, said server executing an application program communicating with telephony hardware to implement telephony system control, said application program having an application programming interface, said application program interface functions comprising at least one call to an external program, wherein said server proactively transmits a message to the Internet browser based on an automated analysis of a status of a user'"'"'s Internet shopping cart, representing items of interest having an unconcluded transaction status, requesting establishment of an interactive voice communication session, and wherein the user can allow initiation of the interactive voice communication session through the Internet browser, in accordance with a predefined set of user preferences defining a user'"'"'s preferred communications mode, selected from the group consisting of voice over a data packet switched network and a public switched telephone network, and wherein the user'"'"'s selected items of interest in the shopping cart are independent of the establishment of the interactive voice communication session.

2. The telephony system according to claim 1, wherein the user preferences are retrieved in a cookie.

3. The telephony system according to claim 1, wherein the user interactively communicates with the Web site to establish the status, the request for establishment of an interactive voice communication session being responsive to an economic interest of a party distinct from the user.

4. The telephony system according to claim 1, wherein the Internet browser presents a hyperlink to the user, a selection of said hyperlink causing the Internet browser to communicate with the server, retrieve user-related data, and open a voice over Internet protocol communication between the user and a second party.

5. The telephony system according to claim 1, wherein the user is charged for the communication.

6. The telephony system according to claim 5, wherein the user is charged a micropayment.

7. The telephony system according to claim 1, wherein the set of user preferences is retrieved in a cookie from the browser.

8. The telephony system according to claim 1, wherein the initiation of the interactive voice communication is dependent on at least an economic interest of a party distinct from the user.

9. The telephony system according to claim 1, wherein the external program comprises a dynamic link library adapted to run under Microsoft Windows operating system.

10. The telephony system according to claim 1, wherein the application program may spawn a plurality of instances of the external program simultaneously.

11. The telephony system according to claim 1, wherein the application program has a first component running on a telephony server and a second component running on each telephony client.

12. The telephony system according to claim 1, further comprising a communications link to the Web server, for coordinating telephony functions and Web server functions.

13. The telephony system according to claim 1, wherein the application program interfaces with a monetary accounting system.

14. The telephony system according to claim 1, wherein the application program interfaces with a micropayment accounting system.

15. The telephony system according to claim 1, wherein the application program supports an application service provider payment model.

16. The telephony system according to claim 1, wherein the user, in order to communicate with the server to request the voice communication, need only initiate a generic action which is interpreted by the server in accordance with the status and the set of user preferences to initiate an appropriate response.

17. The telephony system according to claim 1, supporting simultaneous voice and data communications with the user, for receiving the request to establish the voice communication with the user over a digital data communications channel and in response to the received request, establishing the user voice communication in dependence the set of user preferences, wherein the voice over packet data network communicates through the data communications channel and the public switched telephone network communicates over a communications channel distinct from the data communications channel.

18. The telephony system according to claim 17, wherein said digital data communications channel carries data between the Internet browser and the server, the server communicating with a distinct server for establishing the user voice communication channel involving the public switched telephone network.

19. The telephony system according to claim 1, wherein the user interactively communicates through the data packet switched network to establish the status, said server being further responsive to an economic interest of a party distinct from the user.

20. A telephony method for providing communications involving a user communicating through an Internet browser, comprising:

providing a user interface of a Web site hosted on a server, permitting the user to select and purchase items of interest;

executing an application program communicating with telephony hardware to implement telephony system control, the application program having an application programming interface, the application program interface functions comprising at least one call to an external program;

proactively transmitting a message to the Internet browser based on an automated analysis of a status of the user'"'"'s Internet shopping cart, representing items of interest having an unconcluded transaction status, requesting establishment of an interactive voice communication session; and

initiating the interactive voice communication session through the Internet browser by the user, in accordance with a predefined set of user preferences defining the user'"'"'s preferred communications mode, selected from the group consisting of voice over a data packet switched network and a public switched telephone network, and wherein the user'"'"'s selected items of interest in the shopping cart are independent of the establishment of the interactive voice communication session.

21. The telephony method according to claim 20, wherein the user preferences are retrieved in a cookie.

22. The telephony method according to claim 20, wherein the user interactively communicates with the Web site to establish the status, the request for establishment of an interactive voice communication session being responsive to an economic interest of a party distinct from the user.

23. The telephony method according to claim 20, wherein the Internet browser presents a hyperlink to the user, a selection of said hyperlink causing the Internet browser to communicate with the server, retrieve user-related data, and open a voice over Internet protocol communication between the user and a second party.

24. The telephony method according to claim 20, wherein the user is charged for the communication.

25. The telephony method according to claim 20, wherein the initiation of the interactive voice communication is dependent on at least an economic interest of a party distinct from the user.

26. The telephony method according to claim 20, wherein the external program comprises a dynamic link library adapted to run under Microsoft Windows operating system.

27. The telephony method according to claim 20, wherein the application program may spawn a plurality of instances of the external program simultaneously.

28. The telephony method according to claim 20, further comprising supporting simultaneous voice and data communications with the user, receiving the request to establish the voice communication with the user over a digital data communications channel, and in response to the received request, establishing the user voice communication in dependence the set of user preferences, wherein the voice over packet data network communicates through the data communications channel and the public switched telephone network communicates over a communications channel distinct from the data communications channel.