Camera-phone barcode scanning support

• US 7,760,713 B2
• Filed: 10/16/2005
• Issued: 07/20/2010
• Est. Priority Date: 10/15/2004
• Status: Expired due to Fees

• Current Assignee: Kioba Processing, LLC (IP Investments Group LLC), Northrop Grumman Corporation
• Original Assignee: Northrop Grumman Corporation
• Inventors: Tran, Bao Q.
• Primary Examiner(s): Gauthier, Gerald
• Application Number:
  US11/252,345
• Publication Number:
  US 20060083225A1
• Time in Patent Office: 1,738 Days
• Field of Search: 370/352, 370/356, 370/401, 370/468, 379/265.11, 379/265.12, 379/265.09, 379/265.13, 705/1, 705/14, 705/39, 707/100, 709/204, 709/219, 709/224
• US Class Current: 370/356
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0207 Discounts or incentives, e.g. coupons or rebates
• CPC Class Codes: G06Q 30/0261 based on user location
• CPC Class Codes: G06Q 30/0267 Wireless devices
• CPC Class Codes: G06Q 30/0273 Determination of fees for advertising
• CPC Class Codes: G06Q 30/0623 Item investigation
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/567 Multimedia conference systems

Abstract

Systems and methods are disclosed for load balancing call centers and for providing remote receptionist service.

Claims

1. A method for providing sales support using a call center, comprising:

scanning a product descriptor using a telephone having a camera;

placing a call to a sales support telephone center;

routing the call to a remote call center; and

receiving sales support from the remote call center

wherein the scanned product descriptor is used to route the call to a pre-selected person knowledgeable with the product descriptor in a remote call center for sales support.

2. The method of claim 1, wherein the product descriptor is a bar code.

3. The method of claim 2, comprising converting an image of a bar code to digital data.

4. The method of claim 1, wherein the remote call center is coupled to a satellite link.

5. The method of claim 1, wherein the remote call center is coupled to a fiber-optic link.

6. The method of claim 1, comprising applying the product descriptor to route the call to a designated operator.

7. The method of claim 1, wherein the telephone is a cellular telephone.

8. The method of claim 1, comprising a receptionist at the call center to remotely handle reception tasks.

9. The method of claim 8, wherein an image and voice of the receptionist is transmitted to a remote location.

10. The method of claim 8, wherein an image and voice of a remote visitor is transmitted to the receptionist.

11. The method of claim 1, comprising providing a virtual receptionist using the call center.

12. The method of claim 11, comprising capturing information on the visit from a visitor, including contact information and the visitor'"'"'s signature.

13. The method of claim 11, comprising notifying an employee by the remote call center operator that a visitor is in the lobby, and facilitating the visit.

14. The method of claim 11, comprising printing a badge through a printer coupled to the processor.

15. The method of claim 11, comprising capturing an image of the visitor.

16. A sales support system, comprising:

a telephone having a camera to scan a product descriptor, the telephone used for placing a call to a sales support telephone center;

a telephone network for routing the call from the telephone; and

a remote call center to receive the call and to provide sales support for a product associated with the product descriptor

wherein the scanned product descriptor is used to route the call to a pre-selected person knowledgeable with the product descriptor in a remote call center for sales support.

17. The system of claim 16, wherein the product descriptor comprises a bar code.

18. The system of claim 16, comprising code for converting an image of a bar code to digital data.

19. The system of claim 16, wherein the product descriptor comprises an image of a product.

20. A sales support system, comprising:

a telephone having a camera to scan a product descriptor, the telephone used for placing a call to a sales support telephone center;

a telephone network for routing the call from the telephone; and

a remote call center to receive the call and to provide sales support for a product associated with the product descriptor, wherein the product descriptor comprises a bar code or an image of a product

wherein the scanned product descriptor is used to route the call to a pre-selected person knowledgeable with the product descriptor in a remote call center for sales support.