Voice over internet call center integration

• US 8,179,882 B1
• Filed: 09/11/2007
• Issued: 05/15/2012
• Est. Priority Date: 05/26/2000
• Status: Active Grant

• Current Assignee: III Holdings 1, LLC
• Original Assignee: Calltrol Corporation
• Inventors: Friedman, David, Wu, Wai
• Primary Examiner(s): Pham, Chi H.
• Assistant Examiner(s): Hom, Shick
• Application Number:
  US11/853,801
• Time in Patent Office: 1,708 Days
• Field of Search: None
• 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

An internet telephony system (ITS) comprising a browser display having a hyperlink, communicating with a server, retrieving a user'"'"'s preferences, and initiating a voice communication with the user, through a communications channel defined by the user preferences. An ITS comprising a client system having an Internet browser, and a server hosting a Web site, wherein a message is transmitted from the server to the client system based on the user'"'"'s status with respect to Web site, the user seeking to establish a voice communication session. A telephony server, comprising an application program communicating directly with telephony hardware, and an application programming interface, wherein the application program includes a call function to an external program. An ITS, comprising a browser display having a hyperlink, the hyperlink communicating with a server, retrieving a user-related data, and initiating a voice communication with the user, wherein the user is charged for the communication.

Claims

1. An Internet telephony system comprising:

a server having an Internet interface for a client system comprising an Internet web browser,

wherein a message is automatically transmitted from the server to the client system based on a user status with respect to the server, and at least a portion of a history of communications between the client system and the server, the server seeking to establish a voice communication channel with the client system, and

wherein the server comprises distributed server hardware, provides an application programming interface of a hardware abstraction layer configured to control the distributed server hardware, and provides at least voice-over-Internet telephony and voice recognition functionality for communication with the client.

2. The telephony system according to claim 1, wherein a set of user preferences are retrieved by the server, defining a preferred communications mode selected from the group consisting of voice over IP and analog voice.

3. The telephony system according to claim 1, wherein a user'"'"'s preferences are retrieved in a cookie.

4. The telephony system according to claim 1, wherein a cookie identifies a user.

5. The telephony system according to claim 1, wherein a status of an Internet web site shopping cart representing a set of prospective transactions initiated by a user is analyzed as a basis for transmitting the message.

19. The telephony system according to claim 1, wherein the voice communication channel is established with at least one respective call center agent, based on at least an automated analysis of a status of a shopping session of the user, wherein the server is configured as a physically distributed server to permit voice communication with call center agents at a plurality of different call centers while communicating the user status with respect of the server to the at least one respective call center agent.

6. An Internet telephony system for providing communications involving a user communicating through an Internet browser, comprising:

a server hosting a Web site, wherein a message is transmitted from the server to the Internet browser based on an automated analysis of a status of the user with respect to the server, requesting establishment of an interactive voice communication session,

wherein the user can allow or deny initiation of the interactive voice communication session through the Internet browser, and

wherein the server comprises distributed server hardware, provides an application programming interface of a hardware abstraction layer configured to control the distributed server hardware, and provides at least voice-over-Internet telephony and voice recognition functionality for communication with the client.

7. The telephony system according to claim 6, wherein a set of user preferences are retrieved by the server, defining a preferred communications mode selected from the group consisting of voice over a data packet switched network and a public switched telephone network.

8. The telephony system according to claim 6, wherein a set of user communication preferences are retrieved in a cookie.

9. The telephony system according to claim 6, wherein the user interactively communicates with the Web site to establish the status, the interactive voice communication session being subsidized by a party distinct from the user.

10. The telephony system according to claim 9, wherein the user status with respect to the web site is derived from an automated analysis of a shopping cart.

11. The telephony system according to claim 10, wherein the interactive voice communication session is conducted between the user and a live agent, the live agent being provided with access to a status of a communication session between the Internet browser and the server.

20. The Internet telephony system according to claim 6, wherein the server is configured as a plurality of independently executing computer programs sharing a common application programming interface, wherein a replication number of the independently executing computer programs is dynamically determined in dependence on a communication load on the server.

12. An internet telephony method, comprising:

automatically initiating a request from a server to establish a voice communication channel over a digital data communications medium with a user, in dependence on at least a portion of a prior activity of a user over the digital data communications medium, wherein the server comprises distributed server hardware, provides an application programming interface of a hardware abstraction layer configured to control the distributed server hardware, and provides at least voice-over-Internet telephony and voice recognition functionality for communication with the user; and

in response to the request, selectively establishing the voice communication channel based on a permission granted by the user through a browser interface which communicates with the distributed server hardware through the application programming interface.

13. The method according to claim 12, wherein voice communication is conducted over the voice communication channel which is selected from the group consisting of at least one of a public switched circuit voice communication network and a digital packet data communication network, and wherein a selection of the public switched circuit voice communication network and a digital packet data communication network is made in dependence on a set of predetermined user preferences.

14. The method according to claim 12, wherein the server comprises an Internet web server, and the user communicates with the Internet web server using an Internet web browser, and a set of predetermined user preferences is retrieved by the Internet web server based on a cookie.

15. The method according to claim 12, wherein the prior activity of the user over the digital data communications medium is conducted between the user through an Internet web browser and an Internet web server, and the voice communication is conducted through the voice communication channel between the user and a voice telecommunication server portion of the server which is separate from the Internet web server.

16. The method according to claim 12, wherein the prior activity of the user over the digital data communications medium is conducted between the user through an Internet web browser and an Internet web server, and the prior activity comprises selecting, by the user, a set of proposed commercial transactions which are represented by an Internet shopping cart.

17. The method according to claim 12, wherein the at least a portion of a prior activity of the user over the digital data communications medium is automatically analyzed to determine at least one economic parameter, and wherein the request is initiated based on a predicted economic benefit resulting from establishing the voice communication channel.

18. The method according to claim 12, wherein the voice communication channel is established with at least one respective call center agent, based on at least an automated analysis of a status of a shopping session of the user, wherein the server is physically distributed to permit voice communication with call center agents at a plurality of different call centers while communicating a status of the browser interface of the user to the at least one respective call center agent.