JP2002539722A - Audio and data cooperation and coordination system - Google Patents

Abstract

SUMMARY A system and method for coordinating an IP audio call, including voice and data, to a data collaboration session over a network, such as the Internet 24, is disclosed. This involves providing an identification data field to accompany the audio call while the audio call goes from the caller (sender or client, 20) to the intended recipient (receiver or agent, 22a, 22c). It is done by doing. This identification data field is also employed as an identifier of the corresponding data cooperation between the caller and the intended recipient to allow for parallel and coordinated transmission of voice and data over separate communication channels. To

Description

DETAILED DESCRIPTION OF THE INVENTION

CROSS-REFERENCE TO RELATED APPLICATIONS This patent application is filed on Mar. 15, 1999, US Provisional Patent Application No., entitled ENABLED CALL CENTER SYSTEM. 60 / 124,369 and claims priority thereto. This provisional patent application is incorporated by reference.

FIELD OF THE INVENTION [0002] The present invention relates to voice and data applications over Internet Protocol (IP) networks, and in particular, audio calls are coordinated in a data collaboration session over a network, such as the Internet. Such a device and method are provided.

BACKGROUND OF THE INVENTION The Internet has emerged as an effective way to speed up transactions, with an ever-increasing number of users expected to exceed 47 million by the beginning of 2000 Service. With this increase in the number of users, online transactions, which typically include e-commerce or "e-commerce," the sale of goods and services, have grown. Thousands of companies have entered e-commerce, realizing the significant profits that can be earned by reaching this number of Internet users in web-based services, advertising, product promotion and sales.

[0004] In a typical e-commerce project, an audio call is made between a client and an agent via the Internet. This audio call is PSTN-IP
Follow the gateway as usual, then enter the agency PSTN PBX. This PS
Since the traditional protocols associated with TN technology are limited, any accompanying data transmission, if possible, is restricted.

SUMMARY OF THE INVENTION The present invention improves upon the state of the art by providing a system and method for coordinating IP audio calls in a data cooperative session involving voice and data over a network such as the Internet. Is what you do. This is done by attaching an audio call to the identification data field while the identification data field progresses from the caller (sender or client) to the intended recipient (receiver or agent). This identification data field has also been adopted as an identifier of the corresponding data cooperation between the sender and the intended recipient, providing parallel and coordinated voice and data over appropriate communication channels. Enable transmission.

[0006] Embodiments of the present invention enable the use of a web for audio and data collaboration sessions between a sender, typically a client, and a recipient, typically a web-enabled agent. A call center system, such as a call center, for enabling a data collaboration session, the system comprising at least one audio component for placing in at least one sender's audio call, and at least one At least one data cooperative component for placing in the sender's data call includes means for placing at least one first cosurfer identifier, i.e., an automatic number identifier (ANI).

The system may include first data corresponding to the audio call from the at least one sender to at least one recipient, wherein the first data includes at least the first data.
Receiving the first data from the at least one recipient and including a second cosurfer identifier that is different from the first cosurfer identifier from the at least one recipient. Receiving third data including the second cosurfer identifier from a data call from the at least one sender, and receiving third data including the second cosurfer identifier from the at least one recipient; Receiving from a call and processing the first data, the second data, and the third data to connect a data call from the at least one sender to at least one recipient; Wherein the data call between at least one sender and at least one recipient comprises at least one sender When it is parallel and coordinated with it an audio call between at least one recipient.

[0008] Embodiments of the present invention provide an audio call and data collaboration session between a sender, typically a client, and a recipient, typically a web-enabled agent, over a wide area network, such as the Internet. Is aimed at how to do. The embodiments provide at least one audio component and at least one data cooperation component to a sender, provide a first cosurfer identifier, ie, an automatic number identifier (ANI), to the sender. , The first cosurfer identifier to at least one audio component and at least one data component of the at least one sender.

[0009] Thereafter, the sender sends the first cosurfer identifier with at least one audio component, which is different from the first cosurfer identifier and at least one with the at least one sender. Binding to a second cosurfer identifier coming from at least one intended recipient according to an audio call between the two intended recipients. Thereafter, the first cosurfer identifier is sent by the data cooperative component to the at least one server according to the data call. As a result of the recipient sending this second cosurfer identifier to the at least one server, this data from the sender is then connected to a data call from at least one intended recipient. As a result, the data call between the at least one sender and the at least one intended recipient is paralleled and coordinated with the audio call between those same partners.

(Detailed Description of the Drawings) Reference is now made to the accompanying drawings. The same reference numbers or the same reference characters indicate corresponding parts or the same parts.

FIG. 1 shows the present invention in use from a client 20, typically a caller or sender, and an agent 22a-22c, typically a receiver or receiver. Clients and agents are connected via a wide area network (WAN), typically the Internet.

From the client side, client 20 is a multimedia PC 30 with voice and data capabilities (eg, Santa Clara 9505, CA)
(With Pentium (R) CPU from Intel Corporation at two locations). Multimedia PC 30 (Redm, Washington
operating system, such as Windows (registered trademark) NT (registered trademark) from Microsoft Corporation located on 98052, and on a wide area network (WAN), here the Internet,
Equipped with a suitable modem and other hardware to access. The PC 30 having the monitor 31 is also equipped with software that functions as a browser for the Internet. An example of a browser suitable for use here is Mi
Microsoft (registered trademark) Internet Explorer (registered trademark) (
Microsoft Corporation, WA Redmond) and Netscape® Navigator® and Ne
Includes tscape® Communicator®.
The last two are Nets, Moutin View 94043, California.
From the Scale Communication Corporation.

On the agent side, there are agents 22a to 22c that can use the web. Although three agents are shown, this is for illustrative purposes only, and any number (one or more) agents may be acceptable in accordance with the present invention. These agents 22a-22c are typically equipped with a multimedia PC 32 with voice and data capabilities, including a browser according to the details described above. Each agent 22a-22c uses a conventional (POTS) telephone for audio, typically voice. The PC of the agents 22a to 22c is WAN
Here, it is connected to the Internet for data, and to the private branch exchange (PBX) 36 for voice.

A PBX device (PBX) 36 is normally connected to the Internet 24 via a gatekeeper 38. For example, one gatekeeper 38 is
VocalTec Communication at rzelia 46733
s, Ltd. VocalTec (R) Gatekeeper (R), but no gatekeeper is required.

An automatic call distributor (ACD) 40 is provided in the PBX 36. It functions as a switch and provides voice calls to selected agents 22a-22.
c, usually via the first available agent. For example, one ACD suitable for use in this device is Murray Hill, NJ
DEFINITY G3A from Lucent Technology located at
It is a CD.

The PBX is connected to a telephone server (T-server) 42 that is configured to convert PBX telephone data to Internet Protocol (IP) data. For example, a T-server suitable for use with this device is Murr, NJ
Packet from Lucent Technology, ay Hill
Star ^™ Internet telephone server.

The T-server 42 is connected to a data cooperation (DC) server 44 connected to the Internet 24. DC server 44 typically includes a coordinating computer telephone integration (CTI) driver 45. The DC server provides an interface between incoming client (customer) calls, telephone gateway terminals, call center equipment such as ACDs / switches, and the Internet 24. For example, the DC server and CTI driver are VocalTec® Surf & C
all ^™ Server (available from VocalTec Communications, Ltd., Herzelia, Israel).

The servers 1 and 2 shown as 50 and 52 are connected to the Internet 24. These servers 50, 52 are examples of countless servers connected to the Internet.

One server, typically the DC server 44, but another server, such as server 1 (50), handles the website containing the downloadable software. The software is configured so that simultaneous audio calls, usually in the form of voice, and data calls can be placed between the client and the agent.

One example of a suitable software package for the audio call component that constitutes an audio (voice) call is the V-file of Herzelia, Israel.
ocalTec Communications, Ltd. Surf & from
Call < RTI ID = 0.0 > Software < / RTI > Surf & Call Center ( ^TM) (Israel Herz) with a web-telephone call center application that allows embedded plug-ins from standard web centers
VoicalTec Communications, Ltd. of Elia. )
It is. The data call is normally made in the JavaScript in the DC server 44.
Or it can be done via a data cooperation (DC) component, which is usually in the code in the applet. For example, one software package with one suitable DC component is the VocalTec® CosurferDC component (VocalTec Communication from Herzelia, Israel).
ions, Ltd. ). It is usually the Surf &
Part of the Call Center ^™ .

[0021] The DC server 44 or other server 50 provides an adamonal JavaScript for processing automatic number identification (ANI) as described in detail below.
Also includes code. Once downloaded to the client's PC, the audio call component 60 and the DC component 61 appear on, for example, the monitor 31 (JavaScript or code applet not shown).

At least one of the audio call component, the data call component, the JavaScript code, and a portion thereof, may be located on various servers and is not limited to any particular server. . Also, the components and portions thereof may be located on a storage medium such as a disk, CD, etc., and some portions may reside on a server and some portions may be located on a storage medium.

[0023] Other servers, for example, server 2 (52), can function as an ANI generator, as described below.

Now, the implementation of the method of the present invention will be described. The user or client 20 opens his browser and downloads software to place simultaneous voice and data calls along each voice and data channel between the client 20 and each agent 22a-22c. did. Here, for example, as described above, client 20
A Surf & Call Center ^™ with Surf & Call® software, embedded plug-in, was employed to facilitate audio IP calls between 0 and agents 22a-22c. Surf
& Call (R) software is shown, but other suitable software for this application may include the ability to perform Internet Protocol (IP) from a web browser and the ANI along with audio calls. It can be software having the ability to send. Audio calls follow a standard telephone.

The client 20 uses a VocalTec® CosurferDC component ^™ (VocalTec Communications, L.H., Herzelia, Israel) to facilitate data calls to the DC server 44.
td. ) And other co-surfer data cooperation (DC) components
Along with the code, I also acquired it, usually by downloading. JavaScr
The ipt code converts the ANI to an audio call component 60, here Surf & C.
all® software, and functions to distribute to the data cooperation component 61. Both components 60, 61 appear as parts on the monitor 31 of the client.

With reference also to FIG. 2, the method continues with automatic number identifier (ANI)
Generated in the browser of client 20, such as in aScript or in a Java applet. The ANI may also request from the server in code to reserve ANI's, request a serial number, generate a random number, generate a number from a database, etc. A as a result
Because the NI is unique to each client, it only needs to be such that any two clients do not have the same ANI at the same time.

The ANI serves as a unique identifier for the client's specific coordinated audio and data calls with a selected, web-enabled agent in real time. The ANI is a cosurfer identifier for the client 20 that identifies the client 20 to the telephone system (i.e., in an audio call) and the DC server 44 (i.e., in a data call) for each audio call and data made by the client 20. The call is usually passed as a data field.

The ANI has proposed “Numbering Proposal for ISDN Era. Recommendation E.164 (Num
bearing Plan For The ISDN Era. Recomm
endation E. 164) ", as described in CCITT (1991). This is a 15-digit number that matches 164. That document is hereby incorporated by reference. This E. The first three digits of the number according to the H.164 standard correspond to the country code, and the remaining 12 digits are the effective number of the country (Nat
ionic Significant Number).

Here, the first three digits of the ANI are assigned and defined by the same mechanism that produced the ANI or by another mechanism, such as using a constant value. In step 102, those first three digits are the E.D. Similar to the country code according to the H.164 standard, but Not assigned to any country according to the H.164 standard. Step 10
In 4, the remaining 12 digits are the PC 30 in the client by a random number generation program or from a server such as the server 2 (52) via the Internet 21.
Alternatively, it is repeated at random in other ways, as detailed above.
The numbers are then combined at step 106 into the ANI.

In step 108, the ANI reads the client disk (client PC).
(Within 30), typically in a browser cookie. This ANI is stored by means such as a JavaScript code. By storing the ANI in a cookie, the next time the ANI is needed by the client 20, they will come from this cookie and not from a random number generator, such as those mentioned above.

The JavaScript code then copies it in step 110 and replaces one copy with an audio call component, here Surf & Cal
l® component (portion 60 in the screen display of the client monitor 31)
), And in step 111 another copy of the ANI is set in the data call component, here the cosurfer cooperative component Applet (portion 61 in the screen display of the client monitor 31). These two steps, steps 110 and 111, should be performed simultaneously and / or in parallel, and are preferably performed simultaneously. Also, in step 110a, the ANI is placed in the data field assigned to the telephone number of the caller, here the client 20, according to the telephone specification.

If the ANI is within the audio and data call components, an audio call is initiated at step 114. Here the audio call initiation follows the standard H323 protocol. This protocol is a protocol of Surf & Call (registered trademark) software. In particular, the start of an audio call with an audio component from Surf & Call® software appears on screen 31 (eg, as a pop-up) and is “clicked” (pressed) with a mouse or the like. (Registered trademark) button or icon 62 (FIG. 1). Further, an audio component 60 and a DC component 61
When the Surf & Call Center (registered trademark) is adopted to supply the Web page, the Surf & Call (registered trademark) button, ie, the icon 62 "
Clicking or pressing initiates the DC component 61 which attempts to connect to the DC server 44, thus initiating a data call from the client 20 at step 115.

For the audio call, the ANI uses the gatekeeper (GK) in step 116 with the audio call to connect to the ACD 40 in the PBX 36.
Pass through 38. If there is no connection to the ACD 40 in the PBX 36 at step 116a, the method stops until restarted by the client 20. In optional step 116a, the audio call is started again (step 114 is performed again). Once there is a connection to ACD 40 in PBX 36 at step 116b, this is a call initiation event and the ANI is sent to this ACD4
A call to 0 is made at step 118 (the corresponding data is finally sent to the DC server 44, as described in more detail below).

For a data call, a cosurfer data cooperation (DC) component, usually a
The pplet, in step 115a, connects the client PC 30 to the DC server 44, usually via a TCP / IP socket link. With this connection, a client 20 data call to the DC server 44 is performed. Here, for example, a shared uniform resource locator (Uniform Resource)
ANI including eLocators (URI's)) and cosurfing (c
surfing) data is sent to the DC server 44. Alternatively, the DC component may include software which is programmed so that the call initiation event also initiates the data call.

The two call initiation steps, steps 114 and 115, should be performed in near time and in parallel, preferably simultaneously. This can be done by programming the audio and DC components to initiate the respective audio and data calls at the desired times.

Once there is an audio call with ANI in ACD 40, it is sent to the web-enabled agent, here one of agents 22a-22c. Agent 22a-22c ANI and telephone (extension) number is also PBX 36
To the T server 42 where it is converted to a format that the CTI driver 45 can recognize so that the ANI and agent phone (extension) number can be sent to the CTI driver 45 in the DC server 44. Agents 22a to 22c
The telephone (extension) number typically serves as the agent's cosurfer identifier for agent audio calls and agent data calls, as described in more detail below.

The CTI driver 45 is used by the E.I. In accordance with the H.164 standard (described above), it is programmed to specify the ANI as an identifier for a data cooperation session, rather than a country code. Thereafter, the CTI driver 45 identifies the ANI to the caller to which the audio (voice) call was connected, here specific agents 22a-22c,
To the DC server 44 together with the number.

On the agent side, a cosurfer data cooperation (DC) component, usually the same as that of the client 20, is downloaded to the browser of each agent 22a-22c. Also, a particular agent 22a-22c manually, via a data call, retrieves its cosurfer identifier, here a telephone (extension) number, which matches and serves as its identifier. Alternatively, it was sent by sending it over the Internet 21 via a conventional program. As a result of sending its cosurfer identifier, each agent is typically connected to a DC server 44 via its cosurfer DC component.

The DC server 44 has now received the data corresponding to the ANI and the agent telephone (extension) number of the currently connected audio call between the client 20 and the particular agent 22a-22c. The DC server 44 also received the ANI from the client's data call and the agent's cosurfer identifier, here the agent's telephone extension, at step 115a, as detailed above. The ANI data (ANI's) of the client audio component and the client data cooperative component are matched by the conventional comparison program, and the telephone (extension) number data (telephone number) of the agents 22a to 22c match the agent data cooperative component. Let me do. Thereafter, conventional matching software matches the ANI data (ANI) associated with the client data cooperation component with the telephone (extension) number data (telephone number) associated with the agent data cooperation component. When this match is completed, the DC server 44 executes the standard program to connect the client 20 with the specific agents 22a to 22c therein,
The data call between the client 20 and the specific agents 22a to 22c is enabled to terminate the data call from the client to the specific web-enabled agents 22a to 22c via the Internet 24.

The result is a data cooperation session on the parallel voice channel and the data channel. In this case, the client 20 and the web-enabled agent (one of 22a-22c) are in voice communication via an audio call (via an audio channel) and the same via a data call (via a data channel). In a browser that is tuned to view at least one of a website and a page. This data collaboration session allows web documents to be shared in cooperation with real-time speech conversion. Also, the data cooperation session can include guided web browsing. Here, the agent can direct the consumer to a web page, usually by sending a uniform resource locator (URL), joint form handling. Here the call center agent assists the consumer in submitting forms, text charts, in real time. Here, agents and clients can exchange real-time text messages and other similar functions.

Alternatively, the present invention employs an event handler, which is assigned to the assignee of the present application and filed on the same date as the present application, entitled “An Improved Audio and Data Cooperation and Coordination System (AN IMPROVED AUDIO AND DATA
COLLABORATION AND COORDINATION SYSTEM
M) "in the PCT patent application. The application is shown in FIG.
And is hereby incorporated by reference as part of the system described in detail above. The event handler is typically at the DC server 44. It functions to maintain a cosurfer connection between client 20 and agents 22a-22c when there is no browser connection on the client or agent side.

The methods and apparatus disclosed herein have been described with reference to specific hardware and / or software examples. The method and apparatus are commercially available to one of ordinary skill in the art as requiring any modification of the embodiments of the present invention to be performed without undue experimentation and using conventional techniques. Other hardware and software have been described in a manner sufficient to facilitate their application.

Although the preferred embodiments of the present invention have been described so that those skilled in the art can practice the invention, the description provided is intended to be exemplary only. It should not be used to limit the scope of the invention, which should be determined by the following claims.

[Brief description of the drawings]

FIG. 1 is a diagram of an embodiment of the present invention used in an application.

FIG. 2 is a process flow chart useful for implementing an embodiment of the present invention.

──────────────────────────────────────────────────続 き Continuation of front page (81) Designated country EP (AT, BE, CH, CY, DE, DK, ES, FI, FR, GB, GR, IE, IT, LU, MC, NL, PT, SE ), OA (BF, BJ, CF, CG, CI, CM, GA, GN, GW, ML, MR, NE, SN, TD, TG), AP (GH, GM, KE, LS, MW, SD, SL, SZ, TZ, UG, ZW), EA (AM, AZ, BY, KG, KZ, MD, RU, TJ, TM), AE, AL, AM, AT, AU, AZ, BA, BB, BG, BR, BY, CA, CH, CN, CR, CU, CZ, DE, DK, DM, DZ, EE, ES, FI, GB, GD, GE, GH, GM, HR, HU , ID, IL, IN, IS, JP, KE, KG, KP, KR, KZ, LC, LK, LR, LS, LT, LU, LV, MA, MD, MG, MK, MN, MW, MX, NO, NZ, PL, PT, RO, RU, SD, SE, SG, SI, SK, SL, TJ, TM, TR, TT, TZ, UA, UG, US, UZ, VN, YU, ZA, ZW (72) Inventor Corman, David 42823 Tozolan Haila Not Street 12 (72) Inventor Kessel, Omri Israel 65273 Tel Aviv Hassimoniem Street 57 (72) Inventor Gian, Schlomi Israel 63143 Tel Aviv Tosfat Street 6 (72) 72) Inventor Lazarovich, Yoram 69122 Tel Aviv Bet Tozeli Street 32 (72) Inventor Hendler, Offer I Srael Country 44233 Kfar Sava Hagaryl Street 49 F Term (Reference) 5K051 AA01 BB01 BB02 EE01 HH01 HH17 HH27 5K101 KK02 NN08 NN14 PP03 RR12 SS08

Claims (9)

[Claims] At least one audio component for placing in at least one sender's audio call and at least one data cooperation component for placing in said at least one sender's data call. Two first
Means for placing a cosurfer identifier of: at least one first cosurfer identifier and the at least one recipient corresponding to the audio call from the at least one sender to the at least one recipient. Receiving the first data comprising a second cosurfer identifier that is different from the first cosurfer identifier from the second data comprising the first cosurfer identifier. Receiving from the data call from the at least one sender; receiving third data comprising the second cosurfer identifier from a data call from the at least one recipient; and the first , The second data, and the third data to process the at least one At least one data cooperation server configured to connect a data call from a sender to at least one recipient, the data between the at least one sender and the at least one recipient. A web-enabled call center system wherein a call is in parallel with the audio call between the at least one sender and the at least one recipient. 2. An addressing server, comprising: a data call between said addressing server and said recipient;
The system of claim 1, further configured to terminate once the cosurfer identifier of the second cosurfer identifier and the second cosurfer identifier are matched. 3. The system of claim 1, further comprising means for generating an automatic number identifier (ANI), said ANI defining said first cosurfer identifier. 4. The method according to claim 1, wherein said means for generating an ANI includes a first three codes similar to country codes.
4. The system of claim 3 including first means for generating a digit number and second means for generating a second 12 digit random number. 5. Providing at least one audio component and at least one data cooperation component to a sender; providing a first cosurfer identifier to at least one sender; and said first cosurfer Copying an identifier to the at least one audio component and the at least one data component; and a second different from the first cosurfer identifier and the first cosurfer identifier by the at least one audio component. Sending a cosurfer identifier from the intended recipient according to an audio call between the at least one sender and the at least one intended recipient; Send to the at least one server according to a call Wherein at least part of the data call between the sender and the at least one intended recipient is the audio call between the at least one sender and the at least one intended recipient. After the intended recipient sends the second cosurfer identifier to the at least one server, in parallel with the at least one data call from the at least one sender.
Connecting to a data call from two intended recipients. A method for conducting a data collaboration session across a wide area network comprising: 6. The method of claim 5, further comprising: providing at least one server including a data cooperation server. 7. The method of claim 5, wherein the step of providing a first cosurfer identifier to at least one sender includes generating an automatic number identifier (ANI). 8. The method of claim 7, wherein said step of generating an ANI includes generating a 15 digit number. 9. The method of generating a fifteen digit number comprising: Generating a first three digit number resembling a country code according to the H.164 telephone standard; and generating a second twelve digit number after the three digit number. 9. The method according to 8.