Method and apparatus for automatic network connection between a small business and a client

• US 7,602,766 B2
• Filed: 05/20/2002
• Issued: 10/13/2009
• Est. Priority Date: 09/12/1997
• Status: Expired due to Fees

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Shtivelman, Yuri
• Primary Examiner(s): LY, ANH VU H
• Application Number:
  US10/153,068
• Publication Number:
  US 20020136209A1
• Time in Patent Office: 2,703 Days
• Field of Search: 370/352, 370/353, 370/354, 370/355, 370/356, 370/401, 379/210.01, 379/215.01
• US Class Current: 370/352
• CPC Class Codes: H04M 3/42195 Arrangements for calling back a calling subscriber when the wanted subscriber ceases to be busy H04M3/48
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
• 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: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Abstract

An Internet system for providing call-back services for a subscriber includes a web page having a call-back link to a subscription server; a call-back application operating on the subscription server and adapted for accepting input from a browsing person linked to the subscription server by the call-back link; and a call-switching system connected to and responsive to the call-back application on the subscription server. In this system the browsing person, upon activating the call-back link, is linked to the call back application on the subscription server and prompted for input including a call-back number, and the subscription server, after accepting the input, directs the call-switching system in establishing a telephony link between the subscriber and the browsing person. In some instances the telephony switch is part of a call-center with connected agents, and agents are assigned to represent selected subscribers. In this instance call-back connection is made between a browsing person and an agent. In some embodiments connections can be made either by conventional telephony links or by Internet telephone. In some instances as well provision is made for delivery of a full range of multi-media services from a subscriber to a browsing person.

Claims

1. An Internet system for providing call-back services, comprising:

a call-back server;

a web page having a link to the call-back server; and

an IP telephony call-switching system responsive to the call-back server;

wherein a person, upon activating the link, is linked to the call-back server and the call-back server determines an IP address for the person from connection activity initiated by the person and the call-back server, after determining the IP address, directs the call-switching system in establishing an IP telephony link between a subscriber and the person.

2. The system of claim 1 wherein the call-switching system comprises an IP telephony server (I-Server), and the I-Server is adapted to accept directions from the call-back server to establish the IP telephony link between the subscriber and the person.

3. The system of claim 2 further comprising an Integrated Voice Response (IVR) server connected to the IP call switching system and adapted to provide IVR services over the IP telephony link provided by the call-switching system.

4. The system of claim 1 wherein the call-back server is adapted to accept instructions from the person including a range of multi-media services.

5. The system of claim 3 wherein the IVR server is adapted to provide to the subscriber a range of call disposition options.

6. The system of claim 2 further comprising a call-center operable through the IP call switching system under control of the IP telephony server, the call-center comprising agent stations having each a personal computer with a video display unit (PC/VDU) connected on a Local Area Network (LAN) to the IP telephony server, wherein the IP telephony server, in response to input from the call-back server is adapted to establish connections between the persons and connected agents, and to present data elicited from the persons on the VDUs at the agent stations.

7. A call-center, comprising:

a call-back server operating an IP telephony call-switching system having an Internet link;

a plurality of agent stations connected to the call switching system;

wherein the call-back server accesses locally stored subscriber information and accepts input from persons seeking connection to agents for the subscribers, and the call-back server determines an IP address for a person from connection activity initiated by the person, and, upon activating a web-page link, directs the call-switching system to establish an IP telephony connection between the persons and an agent.

8. The call-center of claim 7 further comprising a personal computer with a video display unit (PC/VDU) at each agent station, the PC/VDUs interconnected on a local area network (LAN) with the call-back server.

9. A method for providing call-back services to a person on Internet, comprising steps of:

(a) providing a link in a WEB page to a call-back server;

(b) providing a mechanism for the call back server to accept and determine an IP address for the person upon activating the link;

(c) operating an IP-telephony call switching system by the call-back server to establish an IP telephony connection between the person and a third party.

10. The method of claim 9 wherein in step (b) the mechanism is enabled to elicit preferences from the person for a range of available multi-media services associated with the third party.

11. The method of claim 9 wherein the IP telephony call-switching system has connected agent stations, and in step (c) the IP telephony connection is established between the person and an agent associated with the third party.