GB2363543A - Making voice calls in a data network - Google Patents

Abstract

A method of completing a voice call from a telecommunications terminal 7 in a switched telecommunications network is described in which a call is redirected from a target telecommunications terminal 3 to a call management server 9. The identification of the voice call is transmitted to a user operable terminal 1 over a data network. A request for a voice session to be set up over the data network is generated and transmitted to a voice over data server 10. Within the voice over data server a voice over data channel is reserved and the call is completed be redirecting the call to the voice over data server and opening the reserved voice over data channel to the user operable terminal. The data network may be the internet. Arrangements for setting up a voice call via the internet, the transmission of advertisements and setting a voice call to a call centre are also disclosed.

Description

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MANAGEMENT CLIENT VolP CLIENT volp CONTACT CLIENT 336 36f , 6 1--, _,, 36g AD ENGINE GUI VolP CALL CENTRE CLIENT BUS KEYBOARD / 32 MOUSE WORKING MEMORY Fig 3 PROGRAM MEMORY WEB BROWSER PROGRAM CODE CALL MANAGEMENT CLIENT PROGRAM CODE VoIP CLIENT PROGRAM CODE VoIP CONTACT CLIENT PROGRAM CODE AD ENGINE PROGRAM CODE GUI PROGRAM CODE VoIP CALL CENTRE CLIENT PROGRAM CODE MODEM Z 35 INTERFACE '1/ 38 w ()I r - - - - - - - - - - - -- - - - - - - - - - - - - ti INTERNET - -mFs-j WEB SERVER I - 61 I volp I SERVER I CTI SYSTEM OPERATOR / 64 TERMINAL I PABX I Fig 4 / 62 PROCESSOR I 70 1-1, 75 1,' 75b VolP CALL WEB CENTRE DISPLAY BROWSER CLIENT I 77 0,1 -g - - BUS 71 72 73 74 WORKING PROGRAM MEMORY INTERNET 78 KEYBOARD MOUSE MEMORY WEB BROWSER PROGRAM CODE INTERFACE VolP CALL CENTRE CLIENT PROGRAM CODE 79 Fig 5 2363543 M&C Folio: GBP82338 Document #: 538208 12/06/00 METHOD AND APPARATUS FOR MAKING VOICE CALLS IN A DATA NETWORK The present invention generally relates to a method and apparatus for permitting voice calls to be made in a data network.

With the spread of the Internet, it has now become possible to hold a telephone conversation over the Internet for example using Webphone (Trade Mark) thereby reducing long distance call charges. However Webphone is purely an Internet based telephone channel and it is not integrated or interfaced to the conventional telephone network.

An attempt at integrating the capabilities of the Internet with a conventional telephone network has been described in US Patent no. 5809128. This is illustrated diagramatically in Figure 1. Within a subscriber premises 100, a subscriber has a computer 101 having a headset 104 and connected by a modem 102 to the public switched telephone network (PSTN) 106 via a telecommunications line 105. Also within the subscriber premises 100 a subscriber has a telephone handset 103 also connected by the line 105 to the PSTN 106. As described in US Patent no. 5809128, if the subscriber is using their computer 101 in order to access data services via a data communications service 108, the line 105 is kept busy and thus someone trying to call the subscriber cannot get through. Conventional call notification, e.g. using an audible tone which is conventionally used for voice calls, cannot be used for data calls. Thus when a call is made by a telephone handset 114 to the subscriber premises, if the subscriber uses the data service heavily, it is likely that the user of the handset H 4 will not be able to get through and will receive a continuous engaged tone.

In order to avoid this problem, in US 5809128, a proxy party 107 is provided connected both to the PSTN 106 and to the data network 109. The proxy party 107 comprises a 2 data host 113 for connection to the data network 109, a message transfer point 112 for determining how to transfer calls or respond to calls, a dialled number identification service (DNIS) 111 for holding subscriber data, and an interactive voice response system (1VRS) 110. In order to use the service provided by the proxy party 107, the subscriber uses automatic redirection of calls available from within the PSTN 106 e. g., the conventional services "divert on busy", "divert on no answer" or "divert unconditionally". Thus any incoming calls to the subscriber 100 from handset 114 can be diverted to the proxy party 107 and is received by the 1VRS 110. The 1VRS 110 will notify the message transfer point 112 that a call has been received and will identify the caller. The message transfer point 112 uses the DNIS 111 to generate a notification which is sent by the data host 113 via the data network 109 and DCS 108 to the computer 10 1 being used by the subscriber. The subscriber thus receives a notification that a voice call is being made to the subscriber premises 100. The user is given several options as to how to service the voice call. The subscriber can have the call transferred to another number, have a message played, can ask the caller to leave a message, or can elect to receive the call over the data network. In this latter option, the 1VRS 110 must convert the incoming voice call to the voice over data protocol for transmission over the data network 109 for reception at the computer 101 at the subscriber premises 100 to allow the subscriber to use the headset 104 to take the voice call whilst still remaining connected to the data network 109.

Whilst the system disclosed in US 5809128 provides advantages because of the integration of the capabilities of the data network with a conventional telecommunications network, the inventors of the present invention have made further developments to improve the functionality and features of the system.

The disclosure of US Patent no. 5809128 is hereby fully incorporated by reference.

A first aspect of the present invention provides an improved voice over data capability. The inventors have realised that the system disclosed in US 5809128 requires the system to perform all of the functionality of call notification, call diversion and voice over data 3 generation. The present inventors have thus identified that in view of the overheads required for providing efficient high quality voice over data communications, this should be provided by a separate system. Thus in accordance with this aspect of the present invention when a notification is received at the user's computer terminal of a voice call made to a predetermined number, the user can request that the voice session be set up over the data network. This request is received by a voice over data system which is separate to the call management system which generated the notification. The voice over data system reserves a voice over data channel for the voice over data session and returns information identifying the reserved channel to the computer terminal. The computer terminal then sends a request for the call management system to divert the call to the voice over data system to use the reserved voice over data channel. Thus a voice over data session is established with the computer terminal.

This aspect of the present invention removes the requirements for voice over data processing from the call management system and allows the call management system to perform the tasks of call management rather than voice over data management.

In the embodiment of the present invention, when a user first subscribes to the service, a registration process is required in which the network address of the computer terminal is registered at the call management system and the voice over data system. Also, the network address of the voice over data system can be notified to the computer terminal.

in a preferred embodiment, the method of redirecting the call comprises reserving the voice over data channel by allocating a virtual telephone number to the channel and associating this with the network address of the computer terminal. The telephone number is transmitted to the computer terminal from the voice over data system and the computer terminal then sends a request to the call management system to redirect the call to the virtual telephone number associated with the voice over data system.

A second aspect of the present invention is concerned with making voice data calls in a data network. A contact server means is provided connected over the data network to 4 store information identifying users of computer terminals, and the network addresses of the computer terminals which are currently connected to the data network. Thus when a user of a computer terminal connects to the data network, or wishes to make a voice over data call, information identifying the user of the computer terminal, the network address of the computer terminal, and information identifying one or more users that the user wishes to establish a voice over data call with is sent to the contact server means. At the contact server means, the information identifying the other users is used to determine whether those users are connected to the network i.e. whether information is stored in the contact server means, and if so infori-nation identifying the users and their network addresses are transmitted to the computer terminal. At the computer terminal, a user can then set up a voice over data call to one of the other users using the received network address. The infon-nation identifying the other users connected can be displayed to allow a user to select the person with whom they wish to make a voice call. The information identifying the users uniquely can comprise their telephone numbers.

This aspect of this present invention thus provides a simple and secure means by which subscribers to the contact server service can make voice over data calls when they are connected to the data network. It enables a user at the computer terminal to determine which of his "friends" are currently connected to enable them to make contact if desired by voice.

The third aspect of the present invention relates to the outputting of advertisements at a user's computer when they access a service over a data network. When the user registers for a service, information including information on the user is entered and transmitted to an advertisement server means. Whenever the user connects to the service or performs certain operations, advertisements which have been predetermined to be relevant to the user on the basis of the registration data are transmitted to the computer's terminal and output.

In this way the registration data required to be entered by a user to access a service is used to present a user with advertisements which are tailored to suit the user.

The information sent to the user's computer can simply comprise an address for retrieval of the advertisements. The user's computer will then retrieve the advertisements in order to output them to the user.

In a preferred embodiment of the present invention, the retrieval process takes place completely in advance of the output step for outputting the advertisement. In this way the user's computer terminal has all of the information necessary to promptly output the advertisement when a user accesses the service or performs a predetermined operation: there is no delay in output whilst the advertisement information is retrieved.

A fourth aspect of the present invention relates to the setting up of a voice call to a call centre. Conventionally call centres receive telephone calls on a freephone number, the use of which the call centre is charged for. The present inventors have thus realised that there would be an advantage in placing a call directly into the call centre telecommunications system i.e. by avoiding the public switch telephone network, using the data network e.g. the Internet. In this way no call charges are incurred by the call centre. Also, the present inventors have realised that whilst a person is using a data network such as the Internet, they may come across information that they would like more information on or to discuss personally with someone. For example. using the World Wide Web, a user may view a web page advertisement and wish to clarify certain details by making voice contact. In accordance with current practice this requires the establishment of a separate voice call over the PSTN. This may not be possible without hanging up the data connection if the user only has one connection for both data and voice.

Thus this fourth aspect of the present invention provides the output of information to a user at the computer terminal connected to a data network. A user is able to input a request to speak to someone regarding the output information. The computer terminal will generate a voice over data request which is transmitted to a voice over data server in the call centre. A voice over data server will then set up a voice call to a telecommunications network within the domain of the call centre.

Thus this aspect of the present invention provides a three-fold advantage of avoiding call costs to the call centre, enabling a user of a computer network to make a direct voice over data call to a call centre in order to discuss information that has been output from the computer, and avoiding the need for the call centre to deal with the voice over data call in any different way to conventional PSTN calls.

In a preferred embodiment of the present invention, the user's computer also transmits data to the output information to the voice over data server. The data is then output to a data management system within the call centre from the voice over data server. Within the call centre operators are provided not only with telephone handsets but also with computer terminals. The computer terminals are linked to the data management system and thus when an operator answers a voice call over the telecommunications network thereby setting up a voice over data session, the operator can use their computer terminal to access the data related to the information output at the user's computer. This enables them to clearly identify the subject matter that the user will wish to discuss. The data can include data on the user of the terminal to enable the operator in the call centre to know certain things about the user.

The data can be linked to the voice call output from the voice over data server by assigning the data a telephone number used by the voice over data server as a telephone number to output the call to over the telecommunications network within the call centre.

For added security in an embodiment of the present invention the voice over data session can be encrypted. The encryption can take place at the voice over data server for voice transmitted to the user's computer terminal, and within the user's computer terminal, for encrypting the speech input from the user for transmission to the call centre.

In an embodiment of the present invention new display information data can be transmitted from the operator's computer in the call centre to the user's computer. This 7 can then be used to display new information at the user's computer terminal. This enables an operator within the call centre to answer queries by a user by providing them with further displayed information. The displayed information at the operator's computer and at the user's computer can be synchronised so that they can both view the same information during their conversation.

The aspects of the present invention can be implemented by special purpose machines connected over a data network. Alternatively, the aspect of the present invention can be implemented by general purpose computers networked over a data network and implementing suitable computer programme code. The present invention thus encompasses both dedicated hardware, programmed computers and computer software for implementing the invention. The computer programmes can be provided to the computers on any conventional carrier medium such as a storage medium (e.g. floppy disk, magnetic tape, CD ROM or programmable memory device), or a signal (e.g. an electrical signal carried over a network such as the Intemet).

Embodiments of the present invention will now be described with reference to the accompanying drawings in which:

Figure 1 is a schematic diagram of a prior art integrated telecommunication system and voice over data system.

Figure 2 is a schematic diagram of an integrated telecommunications system and voice over data system in accordance with a first embodiment of the present invention, Figure 3 is a schematic diagram of a user's computer in the first embodiment of the present invention, Figure 4 is a schematic diagram of a second embodiment of the invention for setting up voice calls to a call centre; Figure 5 is a schematic diagram of the user's computer in the second embodiment of the present invention.

A first embodiment of the present invention will now be described with reference to Figures 2 and 3.

Figure 2 is a diagram of a system embodying all aspects of the present invention.

A user's computer I is connected via a modem 2 over a telecommunications line to the public switched telephone network (PSTN) 4. A user also has a telephone handset 3 which is connected over the same line to the PSTN 4. A telephone handset 7 is provided for a third party to try to make a conventional telephone call to the user's handset 3 over the PSTN 4. The user will have subscribed to a service provided within the PSTN 4 to divert calls to a call management server 9. Thus when a third party uses the handset 7 to contact the user, the call will be diverted via a telecommunications company's switch 8 to the call management server 9. The call management server 9 comprises the apparatus described as being provided by the proxy party in US Patent no. 5809128. The call management server 9 is thus able to receive calls and identify from whom the call was made i.e. the identity of the calling party using the handset 7. The originally called number will also be identified thus enabling the call management server 9 to identify the user that has to be notified of an incoming telephone call. The call manager 9 is connected to the Internet 6 via a local area networking (LAN) router 13. The user will subscribe to a service provided by an Internet service provider (ISP) 5 and thus when they are connected to the Internet 6 via the Internet Service Provider 5 the call management ser'ver 9 can transmit a notification that a call is being made to their telecommunications line. In accordance with the disclosure in US Patent no. 5809128, the call management server can then manage the call either to divert the call to another number, take a message, or simply replay a message. Thus the user using the computer I is able to select any of these options. A further option is also provided to enable to accept a voice over Internet protocol call and enter into a telephone call using the headset 14 provided at the computer 1. The specific details of this will be described hereinafter in more detail and this is provided by the voice over Internet protocol (Vol?) Server 10 which is connected over a local area network 15 to the Internet 6.

A voice over Internet protocol (VoIP) contact server I I is also provided connected to the local area network 15 and thus connected to the Internet 6. The VolP contact server I 11 provides for voice over data calls to be made to friends of the user who are also connected to the Intemet. This will be described in more detail hereinafter.

An advertisement server 12 is also provided connected to the local area network 15 and thus to the Intemet 6. The advertisement server 12 provides the ability to tailor advertisements transmitted to the user's computer 1 when they access a service over the Internet such as the ability to divert calls using the call management server 9. This will be described in more detail hereinafter.

The system also includes the ability to contact a call centre 20. The call centre 20 is connected over the Internet 6. A voice over Internet protocol (VoIP) server 21 is provided within the domain of the call centre 20 and is connected to the Internet 6. The VolP server 21 is connected over a local area network 26 to a call centre data management system termed a computer telephony integration (M) system 25 for data handling within the call centre. Also connected to the local area network 26 is a number of operator terminals 24 (only one shown).

The VolP server 21 also includes a telecommunications interface to the telecommunications network within the call centre domain: usually PABX 22. The PABX 22 has telephone handsets 23 connected thereto provided for each operator. Thus each operator has a telephone handset 23 and an operator terminal 24 to enable them to provide call centre services It can be seen from the schematic diagram Figure 2 that the user's computer 1 is thus able to establish a voice over data connection with the call centre 20. The details of this process will be described in more detail hereinafter.

Figure 3 illustrates in more detail the functional structure within the user's computer 1. The user's computer 1 comprises a conventional general purpose computer suitably programmed to perform the functions of this embodiment of the present invention. Thus the computer comprises a conventional display 30, a keyboard 31 and a mouse 32.

A working memory 33 is provided for use via a processor 36 in implementing processes. The processor 36 loads and implements computer code stored in a programme memory 34. The computer code implements the following functional modules, a web browser 36a, a call management client 36b, a VolP client 36c, a VolP contact client 36d, an advertising engine 36e, a graphical user interface 36f, and a VolP call centre client 36g. The web browser performs the usual functions of a web browser to provide access to web pages over the Internet. The call management client 36b accesses a client to the call management server 9 to provide the functionality of call management as described in US Patent no. 5809128 i. e. call notification, call messaging, and call diversion. The functions performed by the remaining code will be described in more detail hereinafter.

The computer also includes a modem interface 35 and all the components in the computer are linked by a computer bus 37.

The programme memory 34 can comprise any suitable volatile or non volatile computer memory such as a hard disk drive, CD ROM, R-AM or ROM. The computer programme code can be provided to the programme memory 34 on any suitable carrier medium such as a floppy disk 38. Alternatively any other form of carrier medium can be used such as any form of storage medium e.g. a CD ROM, floppy disk, magnetic tape, or read only memory device, or a signal such as an electronic signal over the Internet or other data network.

The operation of each feature of the present invention will now be described in more detail. This embodiment of the present invention utilises the Internet protocol as the communications protocol over the data network. The data network in this embodiment comprises the Internet. However, the Internet protocol is equally applicable to any form of data network such as any local area network, an Intranet or an Extranet.

The process of providing a call diversion to use the VolP server 10 to provide a voice channel from the caller's handset 7 to the computer 1 via a VolP channel from the VolP server 10 over the Internet 6 will now be described in detail.

When a user of the computer I accesses the Internet 6 via the ISP 5, the call management client 36b contacts the call management server 9 in order to inform the call management server 9 that the user is connected to the Internet. From the registration procedure that the user will have gone through to initiate the service, the call management server 9 will know the telephone number for which it receives diverted calls, and the Internet protocol (IP) address of the user's machine.

When a third party uses the handset 7 to call the user, and the call is diverted via the telco switch 8 to the call management server 9, either because the user is accessing the Internet and thus the call is diverted because the line is busy, or because the user did not answer, the call management server 9 receives the diverted call via the telco switch 8. It is also possible for the user's machine I to monitor calls made to other telephone handsets e.g. the handset 16 by causing telephone calls to that handset to be diverted to the call management server 9 and informing the call management server 9 that calls to that telephone number are to be managed. Thus the user's computer I can manage any number of telephone numbers and as will be described hereinafter, can receive calls made to any of those telephone numbers.

Upon receiving a diverted call the call management server 9 compares the original target telephone number with its database to determine whether it is a call that it should manage. If it is not a call that it should manage then it will simply allow the call to ring. If it is a call that is to be managed, it determines whether the user's terminal is connected. If not it can answer by playing a message or enter an answerphone mode. If the user machine I is connected to the Internet, the call management server 9 can use the IP address obtained using the incoming phone number to transmit a notification to the user's machine 1. The call management client 36b in the user's computer I will receive the notification and the graphical user interface 36f will display a number of options to the user to enable them to respond to the incoming call. They can request that a message be played to the caller, a message to be taken, the call to be diverted, or the call to be answered as an Internet call. Any instruction for responding to the incoming call 12 is received by the call management server 9 and appropriately dealt with as disclosed in US 5809128. If the user wishes to receive the call over the Internet instead of initially responding to the call management server 9, a request for a voice over internet protocol channel is sent by the VolP client 36c in the user's computer I to the Internet Voll? server 10 over the Internet 6. Upon receipt of the Voll? request, the Voll? server 10 will first check to determine whether any Voll? channels are available. In this embodiment of the present invention the VoIP server 10 has 240 VolP channels available for Voll? sessions. If a Voll? channel is available, the Voll? server 10 will then determine whether any virtual numbers are available to assign as a telephone number for the Voll? channel. In this embodiment the last three digits of the telephone number to be used are assigned as a virtual number for an IP address requesting a Voll? session. The prefix digits of the telephone number represent the number used for routing by the telco switch 8 to route the call to the Voll? server 10.

Once a virtual number has been assigned to an IP address, this together with the prefix is returned to the call management client 36b in the user's computer 1. The call management client 36b in the user's computer I then sends a request to the call management server 9 to transfer the call to the number which includes the virtual number. Thus the call management server redirects the call via the telco switch 8 to the VoIP server 10. The last few digits of the number representing the virtual number identify the IP address to which the Voll? channel relates. Thus when the Voll? server 10 receives a call, it is able to use the dialled number (DNIS) to obtain the IP address and hence set up a Voll? session using the IP address. Hence a Voll? session is set up between the VoIP server 10 and the Voll? client 3 6c. The user of the computer I is thus able to enter into a dialogue using the headset 14 with the caller using the handset 7.

It can thus be seen that in this embodiment of the present invention, the call management server 9 performs no Voll? processing. It simply perforins call management e.g. redirecting calls, answering calls, and taking messages. The Voll? processing is performed in a dedicated server 10 remote from the call management server 9. In this way the full power available in a separate computer can be used for the computationally intensive task of servicing the VoIP requests and setting up the VoIP channels. Further, the diversion of VoIP calls from the call management server 9 releases resources for more telephony boards in the call management server 9.

The functionality allowing a user of the computer I to make VoIP calls to friends using the VolP contact server I I and the VoIP contact client 36d will now be described in more detail.

When the user logs on to the call management server 9, the VoIP contact client 36d makes contact with the VoIP contact server I I over the Internet.

On the user's computer I a graphic user interface is provided enabling a user to list, by telephone number, friends who also subscribe to the service who they wish to contact. Thus when contact is made by the VolP contact client 36d with the VoIP contact server 11, the IP address of the user's computer I is given together with the telephone number for the userand details on the user, such as the user's name. This information is stored in the VoIP contact server 11. Thus as friends access the service, the VoIP contact server I I builds up a database of people who are connected to the Internet. Thus using the list of telephone numbers for the friends that the user may wish to contact, the VoIP contact server I I is able to identify if those people are connected to the Internet and logged in to the service provided by the call management server 9, the VoIP server 10 and the Voll? contact server 11. The VoIP contact server I I is thus able to refer the telephone numbers, names and IP addresses of those friends who are connected to the service to the VoIP contact client 36d in the user's computer 1. The graphical user interface 36f can then display the friends who are available to be connected over a Voll? session on the user's computer. A user can thus use the keyboard 31 or mouse 32 to select a person that they wish to contact. The VoIP client 36c then establishes a VolP session with the selected friend using the IP address for the friend provided by the Voll? contact server.

It can thus be seen that in this embodiment of the present invention a simple mechanism for a user to set up a VolP session with a friend is provided. Security is provided by requiring a user to use the telephone number for a friend rather than selecting an IP address.

Although in this embodiment of the present invention, the service comprises a service provided by the call management server 9, the VoIP server 10 and the VoIP contact server 11, the service access by the users can simply comprise the server VoIP contact server 11. Thus this feature can be used independently of the call management function.

The process of providing tailored advertisements for the user of the computer I which uses the advertisement server 12 can now be described in detail.

When the user of the computer I initially registers for the service provided by the call management server 9, details are entered by the user such as name, age and other demographic information. In addition to this information being provided by the call management server, it is transmitted by the advertising engine 36e to the advertisement server 12 over the Internet 6. Also, the advertisement server 12 receives the IP address of the user's computer 1. On the user's computer 1 the graphical user interface 36f will generate an interface to the user on the display to provide notifications of incoming telephone calls from the call management server 9. Within the display e.g. within a window, advertisements can be displayed to the user of the computer 1. Within the advertisement server 12, the user's details are compared with certain advertiser's criterion in order to identify advertisements which are suitable for the user. The advertisement server can thus, whenever the user accesses the service provided by the call management server 9, transmit advertising material to the computer I for display. This advertising material is tailored to the user. The advertising material can simply, in a web environment, comprise universal resource locators (URLs) to web pages or images available over the Internet as advertisements. When the computer I first accesses the service, the advertisement server 12 sends advertisement information for display by the graphical user interface. Thus before the display can be completed, the advertising engine 36e within the computer 1 must receive the advertising information i.e. the web links and fetch the web pages or images for display. The advertisement server will also provide advertisement information for advertisements to be displayed when the computer 1 next accesses the service or after predefined events e.g. when a call is answered using VoIP. Thus the advertising engine 36e receives this advanced advertising information and prefetches web pages or images for future display. Thus advertising images are preloaded in the computer 1 for immediate display when the service is next accessed or a predetermined event occurs.

Thus this feature of the present invention enables advertisements to be tailored to suit the recipient and provides for immediate images which are prefetched as web pages or images, thereby avoiding a delay in the display.

In addition to transmitting advertisement information, i.e. web links, the advertisement server 12 transmits text which is displayable by the graphical user interface when the mouse pointer sits over the advert. This is provided since the advertisement displayed can provide a link to a web page for further relevant information. Also, data is transmitted identifying the IP address of the Voll? server in the call centre to which a VolP call can be made, the local telephone number to be called in the call centre, and any other data related to the advertisement to aid the understanding of the call in the call centre. A window or an icon is displayed allowing a user to click on the window or icon to generate a VoIP request using the IP address to the call centre.

Thus in addition to providing tailored advertisements, the advertisement server 12 can provide links to web pages and call centres enabling a user to view further information and contact the call centre to obtain further information on the subject matter of the advertisement.

The process of contacting the call centre using a VolP session will now be described in more detail hereinafter.

As can be seen in Figure 2, a call centre 20 is connected to the Internet 6 and is provided with a Voll? server 21. In this embodiment a user is presented with a graphical user interface on the computer 1 when using the service provided by the call management server 9 and VolP server 10. This graphical user interface includes one or more advertisements provided by the advertisement server 12. If a user of the computer 1 is interested in the subject matter of an advertisement and wishes to learn more, because the advertisement is made into a link in the graphical user interface, when a user uses the mouse pointer to click on it. The VoIP call centre client 36g uses the IP address received from the advertisement server 12 with the advertisement information in order to contact the VolP server 21 in the call centre 20 in order to request a VolP session. Also, the Voll? call centre client 36g transmits information on the advertisement to the Voll? server 21 as data. This information can include the information received from the 3 advertisement server 12. Also, the VolP call centre client)6g can transmit information on the user of the computer 1 to further aid the response from an operator in the call centre 20.

When the VoIP server 21 receives the VolP request, it uses the telephone number sent from the advertisement server 12 to the computer 1 which is also transmitted to the Voll? server 21 to output a call to the PABX 22 in the call centre 20. The call will thus be put in a queue to be answered by an operator within the call centre 20. In addition to outputting the voice call, the data on the advertisement is output over a local area network 26 into the computer telephony integration (M) system 25. The data is identified by the telephone number associated with it. When an operator within the call centre 20 wishes to answer the call, they can do so using the normal telecommunications handset 23. Also, they can use a terminal 24 connected over the local area network 26 to access the corresponding data in the CTI system 25. Thus when an operator answers the voice call using the handset 23, they are provided with additional information to enable them to provide an enhanced response to the user's query. The operator's terminal 24 can be configured in a web environment to automatically fetch the same web page or image as being viewed at the computer 1 by the user. In this way the operator can see precisely what is being seen by the user and thus the displays are 17 synchronised. It is also possible for the operator to transmit information to the computer 1 in order to change the information being displayed. In a web environment this can take the form of the transmission of a suggested web link to be viewed. This might provide additional information or alternative information which may be of use to the user. Thus the operator's terminal can use the Internet link already established and being used by the VolP session in order to transmit information to the computer 1. Thus within the computer 1 the Voll' call centre client 36g can receive a request to change the display which will be implemented by the graphical user Interface 36f to change the display to the user. The operator's terminal 24 can be similarly controlled to display the same information.

The information contained within the data sent from the advertisement server 12 includes a web link as a hyper link from the advertisement to a web site for further information. Also a separate icon or window is provided in which a user can click in order to access the VolP server 21 in the call centre 20 to establish a VolP session. This enables a user to both view farther information and if necessary make voice contact with the call centre 20.

Although this aspect of contacting the call centre has been described in the first embodiment combined with the services provided by the call management server 9, the Voll? server 10, the VolP contact server 11 and the advertisement server 12, the feature can be used on its own. A second embodiment of the present invention illustrating this will now be described with reference to Figures 4 and 5.

The second embodiment of the present invention is a web based system wherein a user's computer 50 is connected over the Internet 51 for accessing web pages on a web server 52. Also connected to the Internet 51 is a call centre 60. The call centre 60 includes a Voll? server 61. The Voll' server 61 has a telecommunications interface for outputting voice calls to a PABX 62. The PABX 62 outputs voice calls to telecommunications handsets 63 for use by operators within the call centre 60. The Voll? server 61 also connects to a local area network 66 for output of data to a CTI system 65. The CTI 18 system 65 is connected over a local area network to a number of operator terminals 64 (only one shown). The operator terminal 64 is provided in the vicinity of operator handsets 63 to enable an operator to answer the voice call and access data at the same time.

Figure 5 illustrates the structure of the user's computer 50 which comprises a conventional general purpose computer suitably programmed. A display 70, keyboard 71 and mouse 72 are provided for user interface to the computer 50. A working memory 73 is provided for use by a processor 75 during operation. The processor 75 loads and implements the computer program code stored in a programme memory 74. The processor loads and implements a web browser 75a and a Voll? call centre client 75b.

The computer 50 is also provided with an Intemet interface 78 to connect the computer 50 to the Internet 51. All of the components within the computer 50 are connected over a computer bus 77.

When the computer 50 accesses certain web pages from the web server 52 that provide for voice calls to the call centre 60, an Applet runs in the computer 50 to provide the ability to click on at least a part of the web page in order to generate a VoIP request. This request is generated by the Voll? call centre client 75b and it is transmitted over the Internet 51 to the Voll? server 61. Also data regarding the web page being viewed or the image being viewed can be transmitted by the VoIP call centre client 75b to the VolP server 61. Within the call centre domain 60 the Voll? server 61 outputs a call to the PABX 62. This call is queued awaiting answer by an operator using the handset 63. The telephone number to be called can be part of the information provided by the Voll? call centre client 75b in the computer 50. This information can be provided with the web page downloaded from the web server 52 to the computer 50 and passed to the Voll? server 61 with the Voll? request.

The Voll? server 61 also outputs the data transmitted with the VolP call over the local area network 66 to the CTI system 65. The data is indexed by the telephone number used to output the call to the PABX 62. When an operator using the terminal 64 wishes to take a call using the handset 63, the operator can use the terminal 64 to access the data over the local area network 66 to thereby enable the operator to be better informed as to what the call is about.

As with the first embodiment of the present invention, it is also possible for an operator to transmit information to the computer 50 in order to synchronise the displays and to change the display on the computer 50.

In this embodiment of the present invention, although a PABX is disclosed at the telecommunications network used in the call centre domain 60, this aspect of the present invention is applicable to any telecommunications network which is not a public network and which is operated by or under the control of the call centre. The call centre domain 60 can be physically dispersed and thus the Voll? server need not be physically located locally to the operators. This embodiment of the present invention avoids the need for external telephone calls to be routed into the call centre 60. Instead Voll? calls are made directly into the call centre. The only telecommunications charge which is incurred is the call charge by the user of the computer 50 if they pay for call charges for Intemet access.

In addition to the call saving made by the call centre, the user of the computer 50 benefits ftom the ability to immediately access someone in a call centre to obtain more information on information which is displayed on the computer without having to disconnect or use a separate voice communication channel.

It will be apparent to a skilled person in the art that the present invention is not limited to these specific embodiments and modifications lie within the spirit and scope of the present invention.

In the embodiments a handset is described for allowing a user to enter into a telephone call over the data network. However, any arrangement comprising a microphone and a loudspeaker can be used. It is particularly advantageous from a user's point of view to use a telephone handset in view of the user's familiarity with this for telephone calls. The handset can connect to the computer microphone and loudspeaker connection to provide this functionality.

It should be noted that it would be understood by a skilled person in the art that a server can be considered as a computer or a computer program. A computer can run more than one server program.

Although the embodiments describe the use of the VoIP, the invention is applicable to any voice over data protocol.

Further, although in the first embodiment of the present Invention, the call management server, the Voll? server, the VoIP contact server and the advertisement server are all connected via a local area network, the servers can be connected anywhere over the Internet and are uniquely identifiable by their Internet address.

With regard to the call management functionality, it should be noted that the computer need not be on a telecommunications line which is to be monitored. For example, it could be connected via a local area network and many dispersed telephone lines could be monitored.

In the first embodiment although two Voll? servers are described, one in the call centre and one for Voll? calls to the user, the functionality can be provided solely by the Voll? server in the call centre. It can be provided with a telecommunications interface to receive diverted calls from the call management server.

The servers in the implementation of the present invention can be connected not over a local network but instead over the Internet or other wide area network. All that is 21 needed is for the servers to have a unique network address e.g. IP address so that they can be communicated with over the network.

All aspects of the present invention can be used independently or in any combination.

Claims (16)

CLAIMS:

1. A method of completing a voice call from a telecommunications terminal in a telecommunications network, the method comprising:

redirecting the call from a target telecommunications ten-ninal to a call management server; transmitting a notification of the voice call to a user operable ten- ninal over a data network; generating in the user operable terminal a request for a voice session to be set up over the data network; transmitting the request to a voice over data server; reserving a voice over data channel at the voice over data server, and completing the call by redirecting the call to said voice over data server and opening the reserved voice over data channel to said user operable terminal.

2. A method according to Claim I including the initial step of registering the network address of said user operable ten-ninal at said call management server and said voice over data server.

3. A method according to Claim I or Claim 2 wherein the reserving step includes transmitting a number for the reserved data channel to said user operable terminal and the step of redirecting the call to said voice over data server includes transmitting the number from said user operable terminal to said call management server for use in the redirection.

4. Apparatus for completing a voice call from a telecommunications terminal in a telecommunications network, the apparatus comprising:

a call management server comprising:

(a) a telecommunications interface for receiving the call redirected by the telecommunications network from a target telecommunications terminal; and (b) a data network interface means for transmitting a notification of the voice call to a user operable terminal over a data network; a voice over data server comprising:

(a) receiving means for receiving a request for a voice session to be set up over the data network; (b) reserving means for reserving a voice over data channel; and (c) means for completing the call by opening the reserved voice over data channel to said user operable terminal; wherein said call management server is adapted to redirect the call to said voice over data server for the completion of the call.

5. Apparatus according to Claim 4 wherein said receiving and reserving means comprises computer program code controlling said voice over data server and said means for completing the call comprises a telecommunications interface and computer program code controlling said voice over data server.

6. Apparatus according to Claim 4 or 5 wherein said call management server and said voice over data server are programmed to receive the network address of said user operable terminal and to use the address to transmit the notification to said user operable terminal, and to reserve the voice over data channel respective]y.

7. Apparatus according to any one of Claims 4 to 6 wherein said reserving means is adapted to transmit a number for the reserved data channel to said user operable terminal and said call management server is adapted to redirect the call to said voice over data server using the number received from said user operable terminal.

8. A user operable terminal adapted for use in the method of any one of claims 1 to 3 comprising:

means for receiving said notification of the voice call; means for generating said request for a voice session; means for transmitting the request to said voice over data server; 24 means for terminating said voice over data channel; and means for outputting and inputting audio data for reception from and transmission over respectively the voice over data channel.

9. A user operable terminal according to Claim 8 including means for receiving a number for the reserved data channel, and means for transmitting the number to said call management server for use in the redirection of the call to said voice over data server.

10. A method of making voice over data calls in a data network, the method comprising:

transmitting from a user operable terminal to a contact server information identifying a user of said user operable terminal, the address of the user operable terminal, and information identifying at least one other user that the user of said user operable terminal wishes to establish a voice over data call with; determining and transmitting the network address for one or more said other users from said contact server to said user operable terminal; and using a network address transmitted to said user operable terminal to make a voice over data call to one of said other users at another user operable terminal.

11, A method according to Claim 10 wherein said information identifying said user and said at least one other user comprises their telephone numbers.

12. A method according to Claim 10 or Claim 11 wherein said determining step comprises determining the address using said information and network address information transmitted to said contact server from said other user operable terminals operated by said other users.

13. A method according to any one of Claims 10 to 12 including the steps of transmitting said information identifying said at least one other user to said user operable terminal, outputting said information identifying said at least one other user to said user, and receiving a user selection identifying one of said other users. wherein the using step uses the network address corresponding to the identified other user.

A user operable terminal for use in the method of Claim 10, the ten-ninal comprising: transmitting means for transmitting information identifying a user of the terminal, a network address of the terminal, and information identifying at least one other user that the user of the terminal wishes to establish a voice over data call with; receiving means for receiving the network address for one or more said other users from said contact server; and means for using a received network address to make a voice over data call to one of said other users at another user operable terminal.

15. A user operable terminal according to Claim 14 wherein said receiving means is adapted to receive said information identifying said at least one other user, the user operable terminal including outputting means for outputting said information identifying said at least one other user, and inputting means for inputting a user selection identifying one of said other users, wherein said using means is adapted to use the network address corresponding to the identified other user.

16. A contact server adapted for use in the method of Claim 10, the contact server being programmed to:

receive information identifying a user of said user operable terminal, the network address of the user operable terminal, and information identifying at least one other terminal that the user of said user operable terminal wishes to establish a voice over data call with, determine the network address for one or more said other users; and transmit the determined address to said user operable terminal for use in the establishment of a voice over data call.