AU2009101027B4 - A method and system for communicating - Google Patents

A method and system for communicating Download PDF

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Publication number
AU2009101027B4
AU2009101027B4 AU2009101027A AU2009101027A AU2009101027B4 AU 2009101027 B4 AU2009101027 B4 AU 2009101027B4 AU 2009101027 A AU2009101027 A AU 2009101027A AU 2009101027 A AU2009101027 A AU 2009101027A AU 2009101027 B4 AU2009101027 B4 AU 2009101027B4
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AU
Australia
Prior art keywords
call
business
customer
system
example
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Ceased
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AU2009101027A
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AU2009101027A4 (en
Inventor
Barry Chan
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Telpacific Ltd
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TEL PACIFIC Ltd
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Priority to AU2009101027A priority Critical patent/AU2009101027B4/en
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Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00Data switching networks
    • H04L12/66Arrangements for connecting between networks having differing types of switching systems, e.g. gateways
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M7/00Interconnection arrangements between switching centres
    • H04M7/0024Services and arrangements where telephone services are combined with data services
    • H04M7/003Click to dial services
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183Call or contact centers with computer-telephony arrangements

Description

Our Ref: 20582664 P/00/0 I I Regulation 3:2 AUSTRALIA Patents Act 1990 ORIGINAL COMPLETE SPECIFICATION INNOVATION PATENT Applicant(s): Tel.Pacific Limited Level 10, Tower B, 821 Pacific Highway, Chatswood, New South Wales 2067, Australia Address for Service: DAVIES COLLISON CAVE Patent & Trade Mark Attorneys 255 Elizabeth Street SYDNEY NSW 2000 Invention Title: "A method and system for communicating" The following statement is a full description of this invention, including the best method of performing it known to me:- A METHOD AND SYSTEM FOR COMMUNICATING Field of the Invention The present invention relates to a method and system for communicating, and in one particular example, a method and system for making a telephone call, such as for connecting a call between a business and a potential customer. Description of the Background Art The reference in this specification to any prior publication (or information derived from it), or to any matter which is known, is not, and should not be taken as an acknowledgment or admission or any form of suggestion that the prior publication (or information derived from it) or known matter forms part of the common general knowledge in the field of endeavour to which this specification relates. Presently, if a potential customer requires goods or services of a particular kind, they may search through a business directory in order to find the suitable business. Once they have the business details, such as the business contact number they then typically call the business for i further information. It will be appreciated that incurs an expense not only for the customer, who has to call the business, but also for the business in advertising in a business directory. Thus, there is required a system and/or method for making a telephone call which overcomes, at least ameliorates one or more disadvantages of existing arrangements, or provides an alternative to existing arrangements. 0 Summary of the Present Invention According to one example, there is provided herein a method and system for communicating. In a first broad form, there is provided a method for making a telephone call, the method including the steps of, in a processing system: receiving a call request from a caller, the call request including call receiver information; using the call receiver information to call a call 5 receiver; calling the caller; and, connecting both the call to the call receiver and the caller.

-2 In one example, the call request is received through an Internet or web portal. According to a further example, any one or a combination of the caller and the call receiver are registered users of the web portal. In yet another example, the call receiver is a business, and the business is charged for the call. 5 According to a second broad form, there is provided herein, a system for making a telephone call, the system including a processing system, the processing system being configured to: receive a call request from a caller, the call request including call receiver information; use the call receiver information to call a call receiver; call the caller; and, connect both the call to the call receiver and the caller. It will be appreciated that the forms described herein can be provided separately or in combinatinon. Brief Description of the Drawings An example of the present invention will now be described with reference to the accompanying drawings, in which: 5 Figure I is a flow diagram of an example method/process that can be utilised to embody or give effect to a particular embodiment; Figure 2 is an example network infrastructure that can be utilised to embody or give effect to a particular embodiment; Figure 3 is a functional block diagram of an example processing system that can be utilised to 0 embody or give effect to a particular embodiment; Figure 4 is a functional block diagram of an example processing system that can be utilised to embody or give effect to a particular embodiment; Figure 5 is a flow diagram of an example method/process that can be utilised to embody or give effect to another particular embodiment; 25 Figure 6 is another flow diagram of another example that can be utilised to embody or give effect to another particular embodiment; and, -3 Figure 7 is another flow diagram of another example that can be utilised to embody or give effect to another particular embodiment. Modes For Carrying Out The Invention An example of a method/process for communicating is shown in Figure 1. In particular, i Figure 1 is concerned with making a telephone call. Figure 1 shows at step 100, a call request can be received from a caller. The call request can include call receiver information, which can be used to call a call receiver. The caller can then also be called, and both the call to the caller and the call receiver can be connected. According to one particular example, the call request is received through a network connection such as the Internet, a web portal, or the like. Thus, the caller and/or the call receiver may be registered users of the web portal or an Internet site, which allows for the call to occur. Furthermore, the call receiver can be a business, where the business is charged for the call and not the customer (which can be the caller). Accordingly, the process of Figure 1 can be performed using a distributed architecture, an 5 example of which will now be described with reference to Figure 2. In this example, a base station 201 is coupled to a number of end stations 203, 205 via a communications network 202, such as the Internet, and/or via communications networks 204, such as local area networks (LANs), or wide area networks (WANs). Thus, it will be appreciated that the LANs 204 may form an internal network at a specific location. 20 The base station 201 typically includes one or more processing systems 210, optionally coupled to one or more databases 211. In use, the processing system 210 can be configured to connect the caller and the call receiver. Information associated with the caller and/or call receiver (such as user's registration details with the web portal) can be stored in the database 211. The users at end stations 205, 203, may then be able to register with the site, and/or 25 access their respective information.

-4 Accordingly, any form of suitable processing system 210 may be used. An example is shown in Figure 3. In this example, the processing system 210 includes at least a processor 300, a memory 301, an input/output (I/0) device 302, such as a keyboard, and display, and an external interface 303, coupled together via a bus 304 as shown. Accordingly, it will be appreciated that the processing system 210 may be formed from any suitable processing system, such as a suitably programmed PC, Internet terminal, lap-top, hand-held PC, or the like, which is typically operating applications software to enable data transfer and in some cases web-hosting and file transfer protocol (FTP) functionality. This would typically therefore require that the processing system 210 is a network server connected via a high-bandwidth connection to the Internet. Similarly, the end stations 203, 205 are typically adapted to communicate with the processing system 210 positioned at the base station 201 to allow users to call each other. It will be appreciated that this can allow for a number of different forms of end stations 203, 205 to be used. 5 An example of a suitable end station 203, 205 is shown in Figure 4. As shown the end station 203 includes a processor 400, a memory 401, an input/output device 402 such as a keyboard and display, and an external interface 403 coupled together via a bus 404, as shown. The internal interface 405 is typically provided to allow the end station 203 to be coupled to one of the communications networks 202, 204, and accordingly, this may be in the form of a 20 network interface card, or the like. In use, the processor 400 is adapted to communicate with the processing system 210 provided in the base station 201 via the communications networks 202, 204. Accordingly, it will be appreciated that the end stations 203, 205 may be formed from any suitable processing system, such as a suitably programmed PC, Internet terminal, lap-top, 25 hand-held PC, smart phone or mobile telecommunication device, PDA, web server, or the like, which is typically operating applications software to enable data transfer and in some cases web-browsing.

-5 A further example for making a telephone call will now be described in more detail with respect to Figure 5. In particular, Figure 5 shows at steps 500 and 510 respectively, that one or more customers and businesses can register with a website or web portal their details in order to be able to call 5 other parties via the method and system described herein. Accordingly, their details can be received by the base station 201 and stored in the data store 211. The web portal can also be hosted by the base station 201. At step 520, a customer can, at their end station, search for a business through the web portal. Once they have found the business they are searching for, the customer can put in a call > request to the base station 201 to be connected to that business via a telephone call. The request can be clicking on a hyperlink associated with the business, filling out a form, or the like. Thus, at step 530, the base station 201 can act either directly, or via a switch, call the business and customer. Once the business and customer accept the incoming call at step 540, then at 5 step 550 the customer and business calls can be connected. At step 560, the business can be charged for the call, and thus costs for the customer can be minimised. Notably, the process as shown in Figure 5 can also include an authentication step, where once a call request is received by the base station 201, the base station 201 can forward the call request to the business, and only calls both the business and the customer if the call request is 20 accepted or authenticated by the business (that is, the call receiver). Further Examples: It will be appreciated that the present method and system for making a call can provide a way by which a web portal can be used to connect two parties who do not know each other's contact details (such as telephone numbers). Thus, it is the web portal (via a processing 25 system or the like) that can provide a command to a switching platform which can then allow two or more callers to be bridged together.

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-6 It will be further appreciated that the method and system described herein can effectively reduce the customer's cost in accessing a business to zero or a negligible amount. The method can also significantly reduce businesses advertising cost, as the advertising fee can be charged on a per call/transaction basis. Thus, instead of spending thousands of dollars 5 for a few lines on a business directory, a business can now pay for the advertising cost that it which actually generates business. Thus for example, currently, if a customer would like to call a Motor Vehicle Repairer, the customer would generally access various advertising material such as a business directory or the like. The customer would then obtain the business's contact detail from the business > directory. The customer then makes a call to the business from a telephone, which would then incur a charge. Furthermore, the business would have also incurred an advertising fee with the business directory service, which they would typically have to pay regardless of whether or not they receive any business from advertising in the directory. In contrast, as shown in Figure 6, the system and method described herein allows the 5 customer to use the Internet or a web portal, which can have a number of businesses registered with it. The customer then registers his own number with the web portal. When the customer then needs the services of a particular business, and looks up the same on the web portal/internet, the customer's number and the Business's number can then be connected via a telephony switch. 20 Notably, Figure 6 shows that customers can be managed via a customer service centre, Furthermore, the server (or base station as referred to herein) in Figure 6, can communicate with a switch, in order to bridge or connect the customer to the business. It will also be appreciated that the method described herein can also include a Quality Control feature, where there a voice prompt is used on both sides of the call to validate that they are 25 indeed using the connecting service described herein. For example, on the customer's side, when the customer receives a call, there can be an Interactive Voice Response (IVR) prompt confirming the use of the service. On the business side, when the customer hangs up, an IVR P \WPDOCS\MXK\Patents\NeSpec cations\2I(5I2FZ(NTpac.nc\T03xzrA_ e.o -7 can prompt the business and ask whether the call was a "successful", and thus obtain feedback. Accordingly, the customer may not incur a charge for making the call. Additionally, the charge on the business can be deemed an advertising fee that is based on a measurable 5 advertising unit. It will also be appreciated that the process/method described herein can be used to connect any two or more parties. This can be used for a customer to business call (C2B), business to customer call (B2C), or a business to business call (B213), or further still, for private users. Additionally, the method described herein can also have impact on an international level, D where customers can contact businesses from another country for free as long as a web portal or internet is used. According to a further example, it will be appreciated that although a web portal may be used by a caller to transmit a call request, the call request can be sent via a short message service (SMS), or the like. Figure 7 shows an example of using an SMS functionality to trigger the 5 switch to call both legs (leg A and leg B) of a call, and thus connect both the caller and the call receiver. The SMS gateway in this example can be managed by the processing system 201. It will be appreciated that the system and method described herein can be used for connecting callers in many other situations/scenarios. In particular, the presently described system and 20 method is particularly suited for mobile telecommunications, although it will be appreciated that the method and system can be used for other communication means. Thus for example, the system and method described herein can be used to connect two people as a part of an online dating service or the like. In this example, a first user of the dating service would like to contact a second user. Thus, the first user can request to speak to the 25 second user via the dating website. A processing system associated with the website can then (which can be a base station or a switch such as those described herein), can then forward the request to the second user, who can then accept or reject the call request (either via SMS, or responding to the request via the website). If the request is accepted, then the processing P IWFD M e pc n 3 ciIcuenl et OocVItu r -8 system can call both the first and second users and connect both calls such that the users can talk to each other, without divulging any specific contact information. According to another example, the system and method described herein can be used for market surveys (such as telemarketing). Thus, in this particular example, a goods or service 5 provider who would like to perform a market survey can request a call to be put through to a customer or potential customer. The customer can then be contacted by a processing system (such as the base station or switch described herein), and if the customer accepts the survey request, the processing system can call both the provider and the customer and connect both calls such that the survey can be performed. > And yet in another example, the system and method described herein can be used to provide general information via a telecommunication device. Thus for example, a user of the system and method described herein can use the system to set an alarm via the website, where a processing system (such as the base station or switch described herein) can call the user and activate the alarm. The user can answer the call, where the processing system can connect the 5 user to an automated voice message such as, for example, a weather IVR or the like, where the user can be told information associated with the day's weather, news, or the like. Notably, a mobile telecommunication service provider may include this option within a package for a mobile phone. Notably, it will also be appreciated that, as shown in the examples herein, the call receiver 20 can (although it is not necessary) reply to the call request from the website, processing system or switch, in order for the calls to be bridged. Thus, the process described herein can include a form of authentication by the call receiver. The authentication can be provided by any means and can include a text-based reply such as an SMS, an oral reply (such as via a call centre), or via a website or the like. 25 Furthermore, it will be appreciated that a telephone call can be interpreted as any type of audio communication, which can include Voice over IP (VoIP), mobile telecommunications (such as via mobile telephones, PDAs, or the like), and other types of traditional calling.

P\WPD 5\MX \Patent\Nwp s t Cci... .c . -9 Thus, there is provided herein a method and system for communicating, and in particular, a method and system for communicating via a telecommunication device, or the like. According to another example, the method and system described herein provides a communication gateway by which first and second callers are connected without the need for 5 disclosing contact information to each other. The foregoing describes only some embodiments of the present invention, and modifications and/or changes can be made thereto without departing from the scope and spirit of the invention, the embodiments being illustrative and not restrictive. In the context of this specification, the word "comprising" means "including principally but 0 not necessarily solely" or "having" or "including", and not "consisting only of'. Variations of the word "comprising", such as "comprise" and "comprises" have correspondingly varied meanings.

AU2009101027A 2009-10-06 2009-10-06 A method and system for communicating Ceased AU2009101027B4 (en)

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AU2009101027A AU2009101027B4 (en) 2009-10-06 2009-10-06 A method and system for communicating

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AU2009101027A AU2009101027B4 (en) 2009-10-06 2009-10-06 A method and system for communicating
CN201010136500XA CN102035953A (en) 2009-10-06 2010-03-12 Method and system for communicating

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US20050021345A1 (en) * 2003-05-05 2005-01-27 Rotella Carl Jay Webcall
US6944278B1 (en) * 1997-11-26 2005-09-13 Sun Microsystems, Inc. Internet-activated callback service
WO2005122541A2 (en) * 2004-06-14 2005-12-22 Primus Telecommunications Limited Message to set up a call within a telecommunications network by means of a data message
US20060187904A1 (en) * 2005-02-21 2006-08-24 Makoto Oouchi VoIP gateway apparatus

Family Cites Families (4)

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Publication number Priority date Publication date Assignee Title
CN1839405A (en) * 2004-05-04 2006-09-27 Utbk公司 A method and apparatus to dynamically allocate and recycle telephone numbers in a call-tracking system
EP1849131B1 (en) * 2005-02-17 2011-04-06 Phil Hwan Yun Method for providing call intermediation services and system therefore
KR100500707B1 (en) * 2004-07-23 2005-07-01 윤필환 Method and system for connecting call of user and call of company
US8175939B2 (en) * 2005-10-28 2012-05-08 Microsoft Corporation Merchant powered click-to-call method

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6944278B1 (en) * 1997-11-26 2005-09-13 Sun Microsystems, Inc. Internet-activated callback service
US20050021345A1 (en) * 2003-05-05 2005-01-27 Rotella Carl Jay Webcall
WO2005122541A2 (en) * 2004-06-14 2005-12-22 Primus Telecommunications Limited Message to set up a call within a telecommunications network by means of a data message
US20060187904A1 (en) * 2005-02-21 2006-08-24 Makoto Oouchi VoIP gateway apparatus

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CN102035953A (en) 2011-04-27
AU2009101027A4 (en) 2009-11-12

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