WO2000056050A1 - Audio and data collaboration and coordination system - Google Patents
Audio and data collaboration and coordination system Download PDFInfo
- Publication number
- WO2000056050A1 WO2000056050A1 PCT/IL2000/000162 IL0000162W WO0056050A1 WO 2000056050 A1 WO2000056050 A1 WO 2000056050A1 IL 0000162 W IL0000162 W IL 0000162W WO 0056050 A1 WO0056050 A1 WO 0056050A1
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- data
- identifier
- cosurfer
- call
- sender
- Prior art date
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
- H04M15/70—Administration or customization aspects; Counter-checking correct charges
- H04M15/76—Synchronization of distributed accounts
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L12/00—Data switching networks
- H04L12/02—Details
- H04L12/16—Arrangements for providing special services to substations
- H04L12/18—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast
- H04L12/1813—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast for computer conferences, e.g. chat rooms
- H04L12/1827—Network arrangements for conference optimisation or adaptation
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
- H04M15/49—Connection to several service providers
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
- H04M15/51—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP for resellers, retailers or service providers
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
- H04M15/70—Administration or customization aspects; Counter-checking correct charges
- H04M15/705—Account settings, e.g. limits or numbers or payment
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
- H04M15/70—Administration or customization aspects; Counter-checking correct charges
- H04M15/745—Customizing according to wishes of subscriber, e.g. friends or family
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
- H04M15/80—Rating or billing plans; Tariff determination aspects
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
- H04M15/80—Rating or billing plans; Tariff determination aspects
- H04M15/8038—Roaming or handoff
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
- H04M15/80—Rating or billing plans; Tariff determination aspects
- H04M15/8044—Least cost routing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
- H04M15/80—Rating or billing plans; Tariff determination aspects
- H04M15/8083—Rating or billing plans; Tariff determination aspects involving reduced rates or discounts, e.g. time-of-day reductions or volume discounts
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
- H04M15/83—Notification aspects
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
- H04M15/83—Notification aspects
- H04M15/835—Time or frequency of notifications, e.g. Advice of Charge [AoC]
- H04M15/8351—Time or frequency of notifications, e.g. Advice of Charge [AoC] before establishing a communication
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M17/00—Prepayment of wireline communication systems, wireless communication systems or telephone systems
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M17/00—Prepayment of wireline communication systems, wireless communication systems or telephone systems
- H04M17/10—Account details or usage
- H04M17/103—Account details or usage using SIMs (USIMs) or calling cards
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M17/00—Prepayment of wireline communication systems, wireless communication systems or telephone systems
- H04M17/10—Account details or usage
- H04M17/106—Account details or usage using commercial credit or debit cards
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/0024—Services and arrangements where telephone services are combined with data services
- H04M7/0027—Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M17/00—Prepayment of wireline communication systems, wireless communication systems or telephone systems
- H04M2017/12—Prepayment of wireline communication systems, wireless communication systems or telephone systems using calling, telephone credit/debit cards
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M17/00—Prepayment of wireline communication systems, wireless communication systems or telephone systems
- H04M2017/14—Prepayment of wireline communication systems, wireless communication systems or telephone systems using commercial credit/debit cards, e.g. VISA, AMEX
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/01—Details of billing arrangements
- H04M2215/0108—Customization according to wishes of subscriber, e.g. customer preferences, friends and family, selecting services or billing options, Personal Communication Systems [PCS]
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/01—Details of billing arrangements
- H04M2215/0152—General billing plans, rate plans, e.g. charge rates, numbering plans, rate centers, customer accounts
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/01—Details of billing arrangements
- H04M2215/0168—On line or real-time flexible customization or negotiation according to wishes of subscriber
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/01—Details of billing arrangements
- H04M2215/0184—Details of billing arrangements involving reduced rates or discounts, e.g. time-of-day reductions, volume discounts, cell discounts, group billing, frequent calling destination(s) or user history list
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/01—Details of billing arrangements
- H04M2215/0192—Sponsored, subsidised calls via advertising, e.g. calling cards with ads or connecting to special ads, free calling time by purchasing goods
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/20—Technology dependant metering
- H04M2215/2006—Fixed telephone network, e.g. POTS, ISDN
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/32—Involving wireless systems
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/34—Roaming
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/42—Least cost routing, i.e. provision for selecting the lowest cost tariff
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/46—Connection to several service providers
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/54—Resellers-retail or service providers billing, e.g. agreements with telephone service operator, activation, charging/recharging of accounts
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/70—Administration aspects, modify settings or limits or counter-check correct charges
- H04M2215/7009—Account settings, e.g. users, terminals, limits, numbers or payment
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/72—Account specifications
- H04M2215/7236—Synchronisation of distributed accounts
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/74—Rating aspects, e.g. rating parameters or tariff determination apects
- H04M2215/7442—Roaming
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/74—Rating aspects, e.g. rating parameters or tariff determination apects
- H04M2215/745—Least cost routing, e.g. Automatic or manual, call by call or by preselection
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/78—Metric aspects
- H04M2215/7806—Time based
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/78—Metric aspects
- H04M2215/7886—Apply cheapest or best package, e.g. selection among available tariffs or packages
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/81—Notifying aspects, e.g. notifications or displays to the user
- H04M2215/8104—Time or frequency of notification
- H04M2215/8108—Time or frequency of notification before establishing a communication
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
- H04M2215/82—Advice-of-Charge [AOC], i.e. notify subscriber of charges/cumulative charge; meter at the substation
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/56—Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities
- H04M3/567—Multimedia conference systems
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q3/00—Selecting arrangements
- H04Q3/72—Finding out and indicating number of calling subscriber
Definitions
- the present invention is related to voice and data applications over Internet Protocol (IP) networks and particularly to systems and methods where an audio call is coordinated with a data collaboration session over a network, such as the Internet
- IP Internet Protocol
- the present invention improves on the contemporary art by providing systems and methods for coordinating IP audio calls with data collaboration sessions, including voice and data, over a network, such as the Internet
- a network such as the Internet
- Embodiments of the present invention are directed to call center systems that allow for data collaboration sessions, such as a web-enabled call center for audio and data collaboration sessions between a sender, typically a client and a receiver, typically a web-enabled agent, the system including means for placing at least one first cosurfer identifier, i e an Automatic Number Identifier (ANI), in at least one audio component for placement in an audio call of at least one sender, and at least one data collaboration component for placement in a data call of this at least one sender
- ANI Automatic Number Identifier
- the system also includes at least one data collaboration sever configured for receiving first data corresponding to the audio call from the at least one sender to the at least one receiver, with this first data including at least this first cosurfer identifier, from the at least one sender and a second cosurfer identifier, from the at least one receiver, the first cosurfer identifier is different than the second cosurfer identifier receiving second data including the first cosurfer identifier, from the data call from the at least one sender, receiving third data including the second cosurfer identifier from a data call from the at least one receiver, and processing this first second and third data, to connect a data call between said at least one sender and at least one receiver, this data call between the at least one sender and the at least one receiver in parallel and coordinated with the audio call between these same parties
- Embodiments of the present invention are also directed to methods for conducting audio calls and data collaboration sessions over wide area networks, for example, the Internet, between a sender, typically a client and a receiver, typically a web-enabled agent
- a sender typically a client and a receiver
- These embodiments typically comprise providing a sender with at least one audio component and at least one data collaboration component, providing the sender with a first cosurfer identifier, i e , an Automatic Number Identifier (ANI), and copying the first cosurfer identifier into at least one audio component and at least one data component of the at least one sender
- ANI Automatic Number Identifier
- the sender then sends this first cosurfer identifier by the at least one audio component, and it joins with a second cosurfer identifier, this second cosurfer identifier being different than the first cosurfer identifier, and coming from at least one intended receiver in accordance with an audio call between the at least one sender and the at least one intended receiver
- This first cosurfer identifier is then sent to at least one server by the data collaboration component in accordance with a data call
- This data call from the sender is then connected with a data call from the at least one intended receiver as a result of the receiver having transmitted this second cosurfer identifier to the at least one server This results in a data call between the at least one sender and the at least one intended receiver in parallel and coordinated with the audio call between these same parties
- Fig 1 is a diagram of an embodiment of the present invention in use in an exemplary application.
- Fig 2 is a flow chart of a process useful in implementing an embodiment of the present invention
- Fig 1 shows the present invention in use, from the side of the client 20, typically the caller or sender, and the side of the agent(s) 22a-22c, typically the recipient or receiver
- the client and agent sides are connected via a wide area network (WAN), typically the Internet 24
- the client 20 has a multimedia PC 30 (e g , with a Pentium® from Intel Corporation, Santa Clara, California 95052, CPU) with voice and data capabilities
- the multimedia PC 30 employs an operating system such as Windows® NT® (from Microsoft Corporation, Redmond, Washington 98052) or the like, and is equipped with a suitable modem or other hardware for accessing a wide area network (WAN), here the Internet 24
- the PC 30, with monitor 31 is also loaded with software that operates as a browser for the internet, exemplary browsers suitable for use here including Microsoft® Internet Explorer® (Microsoft Corporation, Redmond, WA) and Netscape® Navigator® and Netscape® Communicator®, the later two from Netscape Communications Corporation, Mountain View, California 94043
- Microsoft® Internet Explorer® Microsoft Corporation, Redmond, WA
- Netscape® Navigator® and Netscape® Communicator® the later two from Netscape Communications Corporation, Mountain View, California 94043
- agents 22a-22c While three agents are shown, this is exemplary only, for any number of agents (
- the PBX system (PBX) 36 connects to the Internet 24, typically through a gatekeeper 38
- a gatekeeper 38 may be a VocalTec® Gatekeeper®, from VocalTec Communications, Ltd , Herzlia 46733, Israel, although a gatekeeper is not necessary
- an automatic call distribution unit (ACD) 40 that functions as a switch, to route voice calls to the selected agent 22a-22c, typically the first available agent
- ACD automatic call distribution unit
- one ACD suitable for use with this system is a DEFINITY G3 ACD from Lucent Technologies, Murray Hill, New Jersey
- the PBX connects to a Telephony Server (T-server) 42, that is configured to convert PBX telephony data into Internet Protocol (IP) data
- T-server Telephony Server
- IP Internet Protocol
- a suitable T-server for use with this system is a PacketStarTM Internet Telephony Server from Lucent Technologies, Murray Hill, New Jersey
- the T-server 42 connects to a Data Collaboration (DC) Server 44 that in turn, connects to the Internet 24
- the DC server 44 typically includes a co-resident Computer Telephone Integration (CTI) driver 45
- CTI Computer Telephone Integration
- the DC server provides the interface between an incoming client (customer) call, telephony gateway terminals and call center equipment, such as the ACD/switch, and the Internet 24
- the DC server and CTI driver are available as a VocalTec® Surf & CallTM Server (available from VocalTec Communications, Ltd , Herzelia, Israel)
- Servers 1 and 2 are connected to the Internet 24. These servers 50, 52 are exemplary of the endless number of servers that are connected to the Internet.
- One server typically the DC Server 44, but other servers such as Server 1 (50), for example, hosts a web-site that includes downloadable software.
- This software is configured to allow for the placement of contemporaneous audio, typically in the form of voice and data calls between client and agent
- One exemplary software package suitable for the audio call component that makes the audio (voice) call, is Surf & Call CenterTM (VocalTec Communications, Ltd., Herzlia, Israel), having the Surf & Call® software from VocalTec Communications, Ltd , Herzlia, Israel, an embedded plug-in enabling web-to-phone call center applications from a standard web page.
- the data call can be made via a data collaboration (DC) component, typically in JavaScript or code within an applet, that is typically also on the DC Server 44.
- DC data collaboration
- one software package with a suitable DC component is a VocalTec® Cosurfer DC Component (from VocalTec Communications, Ltd , Herzlia, Israel), that is typically part of the Surf & Call CenterTM, detailed above
- the DC Server 44 or other server 50 also includes additional JavaScript code for processing the Automatic Number Identification (ANI) as detailed below
- ANI Automatic Number Identification
- the audio call component 60 and the DC Component 61 can, for example, appear on the monitor 31 (JavaScript or code applet not shown)
- the audio call component, data call component, JavaScript code, and/or portions thereof can be on different servers and are not restricted to any particular server Also, these components and portions thereof can be on storage media such as disks, CD's etc., as well as some portions on servers and some portions on storage media
- Server 2 52 may serve as an ANI generator, discussed below.
- the user or client 20 his browser open, has downloaded software for the placement of contemporaneous voice and data calls along respective voice and data channels between the client 20 and the respective agent 22a-22c.
- the client 20 has employed the Surf & Call CenterTM, having the Surf & Call® software, an embedded plug-in, as detailed above, for facilitating an audio IP call between the client 20 and the agent 22a-22c.
- the Surf & Call® software is shown, other suitable software for this application can be that with the ability to make an Internet Protocol (IP) telephony call from a web browser and the ability to transmit an ANI along with the audio call, the audio call in accordance with standard contemporary telephony.
- IP Internet Protocol
- the client 20 has also obtained, typically by downloading, a Cosurfer
- DC Data Collaboration
- DC Data Collaboration
- the JavaScript code functions in distributing the ANI to both the audio call component 60, here, the Surf & Call® software, and the data collaboration component 61 , both components 60, 61 appearing as portions on the client's monitor 31.
- ANI Automatic Number Identification
- An ANI can also be requested from a server with code to reserve ANI's, request sequential numbers, generate random numbers, generate numbers from a database, etc.
- the resultant ANI need only be such that it is unique to each client, whereby any two clients do not have the same ANI at the same time.
- This ANI serves as a unique identifier of the client's particular coordinated audio and data calls with the selected web-enabled agent in real time.
- the ANI is a cosurfer identification for the client 20, identifying the client 20 to the telephony system (i.e., in the audio call) and the DC server 44 (i.e., in the data call), and typically passes through the respective audio and data calls made by the client 20 as a data field.
- the ANI is a fifteen digit number that conforms to E.164, the specification for telephone numbers, as described in "Numbering Plan For The ISDN Era, Recommendation E.164",- CCITT (1991), this document incorporated by reference herein.
- a number in accordance with this E.164 standard has its first three digits corresponding to a country code, with the remaining twelve digits a
- the first three digits of the ANI are formed, as they are assigned by the same mechanism that generates the ANI, or by another mechanism, such as using a constant value. These first three digits mimic a country code as per the
- E.164 standard but are not assigned to any country, as per the E.164 standard, at step 102.
- the remaining twelve digits are created randomly, via a random number generating program on the PC 30 of the client or via the Internet 24, from a server, such as Server 2 (52), or as otherwise detailed above, at step 102.
- the ANI is stored in the client's disk (in the client PC 30), typically in a browser cookie.
- This ANI is stored by means such as JavaScript code.
- the JavaScript code sets the ANI, by copying it and setting one copy in the audio call component, here the Surf & Call® component (segment 60 in the screen shot of the client's monitor 31 ), at step 110; and setting another copy of the ANI in the data call component, here the Cosurfer Data
- Collaboration Component Applet (segment 61 in the screen shot of the client's monitor 31), at step 111. These two steps, steps 110 and 111 , should be performed contemporaneously and/or in parallel, and preferably, simultaneously. Additionally, the ANI is placed into the data field allotted by telephony specifications to the phone number of the calling party, here the client 20, at step 110a.
- the audio call is initiated, at step 1 14
- the audio call initiation is in accordance with the standard H 323 protocol, this protocol being that of the Surf & Call® software
- audio call initiation with the audio component from the Surf & Call® software is via a Surf & Call® button or icon 62 (Fig 1 ), that appears on screen 31 (for example as a pop-up) and is "clicked” (pressed) by a mouse or the like
- the Surf & Call CenterTM is employed to provide the audio component 60 and the DC component 61
- the "clicking" or pressing of the Surf & Call® button or icon 62 starts the DC component 61 attempting to connect to the DC server 44 thus initiating the data call from the client 20, at step 1 15
- the ANI travels with the audio call through the gatekeeper (GK) 38 so as to connect with the ACD 40 in the PBX 36 at step 1 16 If there is not a connection with the ACD 40 in the PBX 36 at step 1 16a, the process stops, until reinitiated by the client 20 At optional step 1 16a', the audio call is again initiated (step 114 performed again) Once there is a connection with the ACD 40 in the PBX 36, at step 116b, this is a Start Call event, as the ANI is passed with the call to this ACD 40 (with data corresponding thereto ultimately passed to the DC server 44, as detailed below), at step 118
- the Cosurfer Data Collaboration (DC) component typically the applet, connects the client PC 30 to the DC Server 44 at step 115a, typically over a TCP/IP socket link
- DC Cosurfer Data Collaboration
- the DC component can include software programmed such that the start call event also initiates (starts) the above described data call
- the audio call with the ANI is in the ACD 40, it is routed to the web enabled agent, here one of agents 22a-22c
- the ANI and the telephone number (extension number) of the agent 22a-22c also exits the PBX 36 and travels to the T-server 42, where it is converted to a format recognizable by a CTI Driver 45, such that the ANI and the agent telephone (extension) number can be sent to the CTI driver 45 in the DC server 44.
- the telephone (extension) number of the agent 22a-22c typically serves as the agent's cosurfer Identification, for both the agent audio call and the agent data call, as detailed below.
- This CTI driver 45 is programmed to identify the ANI as an identifier for a data collaboration session, and not a country code, as per the E.164 Standard (above). The CTI driver then passes the ANI to the DC server 44, along with the number of the party, here the specific agent 22a-22c, to whom the audio (voice) call was connected.
- a Cosurfer Data Collaboration (DC) Component typically identical to that of the client 20 has been downloaded to the browser of each agent 22a-22c.
- the specific agent 22a-22c has transmitted his cosurfer identification, here his telephone (extension) number, that corresponds to and serves as an identifier for his computer, into the DC server 44, by either sending it, via a data call, manually or via a conventional program over the Internet 24.
- each agent is typically connected to the DC Server 44, via his cosurfer DC component.
- the DC Server 44 has now received data corresponding to the ANI and agent telephone (extension) number of the now connected audio call between client 20 and specific agent 22a-22c.
- the DC server 44 has also received the ANI from the client's data call, at step 1 15a, and has also received the agent's cosurfer identification, here the agent's telephone extension number, as detailed above.
- the ANI data (the ANI's) of the client audio component and client data colloboartin component are matched, by convnetinal comparison programs, as are the teelphone (extension) number data (telephone numbers) of the agent 22a-22c audio component and agent data collaboration component.
- Convnetional matching software then matches the ANI data (ANI) associated with the client Data colloboartion component to the telephone (extension) number data (telephone number) associated with the agent data colloboration component.
- the DC server 44 executes a standard program to connect the client 20 and the specific agent 22a-22c therein, allowing for the passage of data between the client 20 and the specific agent 22a-22c, resulting in the completion of the data call from the client to the specific web enabled agent 22a-22c, via the Internet 24.
- This data collaboration session allows for the sharing of web documents in conjunction with a voice conversation in real time.
- the data collaboration session can include guided web browsing, where an agent can guide a customer to a web page, typically by transmitting a Uniform Resource Locator (URL), joint form handling, where call center agents assist a customer in filling out a form in real time, text chat, where agents and clients can exchange real time text messages and other similar functions.
- guided web browsing where an agent can guide a customer to a web page, typically by transmitting a Uniform Resource Locator (URL), joint form handling, where call center agents assist a customer in filling out a form in real time, text chat, where agents and clients can exchange real time text messages and other similar functions.
- URL Uniform Resource Locator
- the present invention may employ an event handler, detailed in commonly assigned PCT Patent Application entitled: AN IMPROVED AUDIO AND DATA COLABORATION AND COORDINATION SYSTEM, filed on even date herewith and incorporated by reference herein, as part of the system, as shown and described in Fig. 1 above.
- the event handler is typically in the DC server 44. It functions to maintain the cosurfer connection between client 20 and agent 22a-22c in the absence of a browser connection on the client or agent side.
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Computer Security & Cryptography (AREA)
- General Engineering & Computer Science (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Multimedia (AREA)
- Telephonic Communication Services (AREA)
- Data Exchanges In Wide-Area Networks (AREA)
Abstract
Description
Claims
Priority Applications (4)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
IL14544200A IL145442A0 (en) | 1999-03-15 | 2000-03-15 | Audio and data collaboration and coordination system |
EP00909613A EP1159823A1 (en) | 1999-03-15 | 2000-03-15 | Audio and data collaboration and coordination system |
AU31892/00A AU3189200A (en) | 1999-03-15 | 2000-03-15 | Audio and data collaboration and coordination system |
JP2000605378A JP2002539722A (en) | 1999-03-15 | 2000-03-15 | Audio and data cooperation and coordination system |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US12436999P | 1999-03-15 | 1999-03-15 | |
US60/124,369 | 1999-03-15 |
Publications (1)
Publication Number | Publication Date |
---|---|
WO2000056050A1 true WO2000056050A1 (en) | 2000-09-21 |
Family
ID=22414451
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/IL2000/000162 WO2000056050A1 (en) | 1999-03-15 | 2000-03-15 | Audio and data collaboration and coordination system |
Country Status (6)
Country | Link |
---|---|
EP (1) | EP1159823A1 (en) |
JP (1) | JP2002539722A (en) |
CN (1) | CN1350744A (en) |
AU (1) | AU3189200A (en) |
IL (1) | IL145442A0 (en) |
WO (1) | WO2000056050A1 (en) |
Cited By (14)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
WO2005091609A1 (en) * | 2004-03-18 | 2005-09-29 | Siemens Aktiengesellschaft | Automatic determination of an auxiliary terminal and automatic establishment of an auxiliary communication during or following an original communication |
US7228332B2 (en) | 1999-11-18 | 2007-06-05 | Intercall, Inc. | System and method for application viewing through collaborative web browsing session |
US7236926B2 (en) | 1999-11-05 | 2007-06-26 | Intercall, Inc. | System and method for voice transmission over network protocols |
US7313595B2 (en) | 1999-11-18 | 2007-12-25 | Intercall, Inc. | System and method for record and playback of collaborative web browsing session |
US7328239B1 (en) | 2000-03-01 | 2008-02-05 | Intercall, Inc. | Method and apparatus for automatically data streaming a multiparty conference session |
US7349944B2 (en) | 1999-11-18 | 2008-03-25 | Intercall, Inc. | System and method for record and playback of collaborative communications session |
US7421069B2 (en) | 2003-02-10 | 2008-09-02 | Intercall, Inc. | Methods and apparatus for providing egalitarian control in a multimedia collaboration session |
US7426578B2 (en) | 2003-12-12 | 2008-09-16 | Intercall, Inc. | Systems and methods for synchronizing data between communication devices in a networked environment |
US7529798B2 (en) | 2003-03-18 | 2009-05-05 | Intercall, Inc. | System and method for record and playback of collaborative web browsing session |
US7701882B2 (en) | 2003-02-10 | 2010-04-20 | Intercall, Inc. | Systems and methods for collaborative communication |
US8775511B2 (en) | 2003-02-10 | 2014-07-08 | Open Invention Network, Llc | Methods and apparatus for automatically adding a media component to an established multimedia collaboration session |
US9462020B2 (en) | 2008-01-16 | 2016-10-04 | Qualcomm Incorporated | Intelligent client: multiple channel switching over a digital broadcast network |
US20170070548A1 (en) * | 2009-06-05 | 2017-03-09 | Radish Systems, Llc | System and method for establishing voice and data connection |
US10152190B2 (en) | 2003-12-15 | 2018-12-11 | Open Invention Network, Llc | Systems and methods for improved application sharing in a multimedia collaboration session |
Families Citing this family (1)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN101651896B (en) * | 2008-08-15 | 2011-12-28 | 中兴通讯股份有限公司 | Method for associating multimedia sessions |
Citations (2)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5359645A (en) * | 1985-07-10 | 1994-10-25 | First Data Corporation Inc. | Voice-data telephonic interface control system |
US5557667A (en) * | 1994-03-18 | 1996-09-17 | At&T | Method and system for multi-channel data automatic call distribution for sequentially launched calls |
-
2000
- 2000-03-15 WO PCT/IL2000/000162 patent/WO2000056050A1/en not_active Application Discontinuation
- 2000-03-15 AU AU31892/00A patent/AU3189200A/en not_active Abandoned
- 2000-03-15 EP EP00909613A patent/EP1159823A1/en not_active Withdrawn
- 2000-03-15 CN CN00807622.7A patent/CN1350744A/en active Pending
- 2000-03-15 IL IL14544200A patent/IL145442A0/en unknown
- 2000-03-15 JP JP2000605378A patent/JP2002539722A/en active Pending
Patent Citations (2)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5359645A (en) * | 1985-07-10 | 1994-10-25 | First Data Corporation Inc. | Voice-data telephonic interface control system |
US5557667A (en) * | 1994-03-18 | 1996-09-17 | At&T | Method and system for multi-channel data automatic call distribution for sequentially launched calls |
Cited By (38)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US7830866B2 (en) | 1999-11-05 | 2010-11-09 | Intercall, Inc. | System and method for voice transmission over network protocols |
US7236926B2 (en) | 1999-11-05 | 2007-06-26 | Intercall, Inc. | System and method for voice transmission over network protocols |
US7228332B2 (en) | 1999-11-18 | 2007-06-05 | Intercall, Inc. | System and method for application viewing through collaborative web browsing session |
US7313595B2 (en) | 1999-11-18 | 2007-12-25 | Intercall, Inc. | System and method for record and playback of collaborative web browsing session |
US7349944B2 (en) | 1999-11-18 | 2008-03-25 | Intercall, Inc. | System and method for record and playback of collaborative communications session |
US7373381B2 (en) | 1999-11-18 | 2008-05-13 | Intercall, Inc. | System and method for application viewing through collaborative web browsing session |
US7328239B1 (en) | 2000-03-01 | 2008-02-05 | Intercall, Inc. | Method and apparatus for automatically data streaming a multiparty conference session |
US9967299B1 (en) | 2000-03-01 | 2018-05-08 | Red Hat, Inc. | Method and apparatus for automatically data streaming a multiparty conference session |
US8595296B2 (en) | 2000-03-01 | 2013-11-26 | Open Invention Network, Llc | Method and apparatus for automatically data streaming a multiparty conference session |
US9042273B1 (en) | 2003-02-10 | 2015-05-26 | Open Invention Network, Llc | Systems and methods for setting up a session in a collaborative communication system |
US9871832B1 (en) | 2003-02-10 | 2018-01-16 | Open Invention Network, Llc | Method and apparatus for creating a dynamic history of presentation materials in a multimedia collaboration session |
US7701882B2 (en) | 2003-02-10 | 2010-04-20 | Intercall, Inc. | Systems and methods for collaborative communication |
US11240051B1 (en) | 2003-02-10 | 2022-02-01 | Open Invention Network Llc | Methods and apparatus for automatically adding a media component to an established multimedia collaboration session |
US10778456B1 (en) | 2003-02-10 | 2020-09-15 | Open Invention Network Llc | Methods and apparatus for automatically adding a media component to an established multimedia collaboration session |
US8064368B1 (en) | 2003-02-10 | 2011-11-22 | Intercall, Inc. | Systems and methods for collaborative communication |
US7421069B2 (en) | 2003-02-10 | 2008-09-02 | Intercall, Inc. | Methods and apparatus for providing egalitarian control in a multimedia collaboration session |
US8204935B2 (en) | 2003-02-10 | 2012-06-19 | West Corporation | Method and apparatus for providing egalitarian control in a multimedia collaboration session |
US9077738B1 (en) | 2003-02-10 | 2015-07-07 | Open Invention Network, Llc | Systems and methods for setting up a collaborative communication system |
US8411596B1 (en) | 2003-02-10 | 2013-04-02 | West Corporation | Systems and methods for collaborative communication |
US8467319B1 (en) | 2003-02-10 | 2013-06-18 | West Corporation | Systems and methods for setting up a session in a collaborative communication system |
US8533268B1 (en) | 2003-02-10 | 2013-09-10 | Intercall, Inc. | Methods and apparatus for providing a live history in a multimedia collaboration session |
US8547879B1 (en) | 2003-02-10 | 2013-10-01 | Intercall, Inc. | Systems and methods for setting up a collaborative communication system |
US8819136B1 (en) | 2003-02-10 | 2014-08-26 | Open Invention Network, Llc | Method and apparatus for providing egalitarian control in a multimedia collaboration session |
US8775511B2 (en) | 2003-02-10 | 2014-07-08 | Open Invention Network, Llc | Methods and apparatus for automatically adding a media component to an established multimedia collaboration session |
US8737273B1 (en) | 2003-02-10 | 2014-05-27 | Open Invention Network, Llc | Systems and methods for collaborative communication |
US8145705B1 (en) | 2003-03-18 | 2012-03-27 | West Corporation | System and method for record and playback of collaborative web browsing session |
US7529798B2 (en) | 2003-03-18 | 2009-05-05 | Intercall, Inc. | System and method for record and playback of collaborative web browsing session |
US7908321B1 (en) | 2003-03-18 | 2011-03-15 | West Corporation | System and method for record and playback of collaborative web browsing session |
US8352547B1 (en) | 2003-03-18 | 2013-01-08 | West Corporation | System and method for record and playback of collaborative web browsing session |
US7693997B2 (en) | 2003-12-12 | 2010-04-06 | Intercall, Inc. | Systems and methods for synchronizing data between communication devices in a networked environment |
US7426578B2 (en) | 2003-12-12 | 2008-09-16 | Intercall, Inc. | Systems and methods for synchronizing data between communication devices in a networked environment |
US10701147B1 (en) | 2003-12-12 | 2020-06-30 | Open Invention Network Llc | Systems and methods for synchronizing data between communication devices in a networked environment |
US8589552B1 (en) | 2003-12-12 | 2013-11-19 | Open Invention Network, Llc | Systems and methods for synchronizing data between communication devices in a networked environment |
US10152190B2 (en) | 2003-12-15 | 2018-12-11 | Open Invention Network, Llc | Systems and methods for improved application sharing in a multimedia collaboration session |
US10606438B2 (en) | 2003-12-15 | 2020-03-31 | Open Invention Network Llc | Systems and methods for improved application sharing in a multimedia collaboration session |
WO2005091609A1 (en) * | 2004-03-18 | 2005-09-29 | Siemens Aktiengesellschaft | Automatic determination of an auxiliary terminal and automatic establishment of an auxiliary communication during or following an original communication |
US9462020B2 (en) | 2008-01-16 | 2016-10-04 | Qualcomm Incorporated | Intelligent client: multiple channel switching over a digital broadcast network |
US20170070548A1 (en) * | 2009-06-05 | 2017-03-09 | Radish Systems, Llc | System and method for establishing voice and data connection |
Also Published As
Publication number | Publication date |
---|---|
IL145442A0 (en) | 2002-06-30 |
AU3189200A (en) | 2000-10-04 |
JP2002539722A (en) | 2002-11-19 |
CN1350744A (en) | 2002-05-22 |
EP1159823A1 (en) | 2001-12-05 |
Similar Documents
Publication | Publication Date | Title |
---|---|---|
US6381645B1 (en) | Method of implementing push techniques in conventional web browsers | |
US5838682A (en) | Method and apparatus for establishing communications with a remote node on a switched network based on hypertext dialing information received from a packet network | |
US6868140B2 (en) | Telephony call control using a data network and a graphical user interface and exchanging datagrams between parties to a telephone call | |
US6049602A (en) | Virtual call center | |
US8064584B2 (en) | Method and apparatus for cross channel data processing | |
US7127495B2 (en) | Correlating information between internet and call center environments | |
US6690654B2 (en) | Method and system for multi-media collaboration between remote parties | |
KR100433577B1 (en) | Method and apparatus for synchronizing information browsing among multiple systems | |
US8391275B2 (en) | Providing calling party information in a request to establish a call session | |
US6438599B1 (en) | Method and apparatus for establishing communication between a transaction initiator and a transaction processing system | |
EP1159823A1 (en) | Audio and data collaboration and coordination system | |
EP1107555A2 (en) | Integrated communication center functionality for WAP devices | |
EP0984608A3 (en) | Anonymous voice communication using on-line controls | |
EP1287656B1 (en) | Launching software routines in response to messages relating to communications sessions | |
US7421469B1 (en) | Initiating a collaborative computing session from an advanced capability telephone | |
US6751211B1 (en) | Method and apparatus for communicating information | |
US20020032730A1 (en) | System and method for correlating data sessions | |
WO2001069418A1 (en) | An improved audio and data collaboration and coordination system | |
Lu et al. | Toward the PSTN/Internet Inter-Networking--Pre-PINT Implementations | |
WO2001091433A2 (en) | Processing of call session information | |
Lu et al. | RFC2458: Toward the PSTN/Internet Inter-Networking--Pre-PINT Implementations | |
Krishnaswamy et al. | Toward the PSTN/Internet Inter-Networking--Pre-PINT Implementations | |
Conroy et al. | Netowrk Working Group H. Lu Request for Comments: 2458 Editor Category: Informational M. Krishnaswamy Lucent Technologies |
Legal Events
Date | Code | Title | Description |
---|---|---|---|
WWE | Wipo information: entry into national phase |
Ref document number: 00807622.7 Country of ref document: CN |
|
AK | Designated states |
Kind code of ref document: A1 Designated state(s): 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 |
|
AL | Designated countries for regional patents |
Kind code of ref document: A1 Designated state(s): GH GM KE LS MW SD SL SZ TZ UG ZW AM AZ BY KG KZ MD RU TJ TM AT BE CH CY DE DK ES FI FR GB GR IE IT LU MC NL PT SE BF BJ CF CG CI CM GA GN GW ML MR NE SN TD TG |
|
121 | Ep: the epo has been informed by wipo that ep was designated in this application | ||
DFPE | Request for preliminary examination filed prior to expiration of 19th month from priority date (pct application filed before 20040101) | ||
WWE | Wipo information: entry into national phase |
Ref document number: IN/PCT/2001/01090/MU Country of ref document: IN |
|
ENP | Entry into the national phase |
Ref document number: 2000 605378 Country of ref document: JP Kind code of ref document: A |
|
WWE | Wipo information: entry into national phase |
Ref document number: 2000909613 Country of ref document: EP |
|
WWE | Wipo information: entry into national phase |
Ref document number: 09914941 Country of ref document: US |
|
WWP | Wipo information: published in national office |
Ref document number: 2000909613 Country of ref document: EP |
|
REG | Reference to national code |
Ref country code: DE Ref legal event code: 8642 |
|
WWW | Wipo information: withdrawn in national office |
Ref document number: 2000909613 Country of ref document: EP |