Patent US6049602A successfully refreshed from Google Patents.
US6049602A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Virtual call center
Assignee: AT&T Inc
•
Filing: 1997-09-18
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Granted: 2000-04-11
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Expires: 2017-09-18
Abstract
Abstract Call center functions are provided to a plurality of remotely located customer service representatives (CSRs) via a data network, such as the Internet. Each CSR station includes a telephone and a computer. Separate log-in procedures for the computer and the telephone improve system security. Incoming calls are routed to an available CSR. A call control server provides call control pages that include a set of clickable commands (e.g., transfer, hold, conference, speed-dial buttons, and the like) and telephone digits to CSR computers that allow CSRs to remotely control telephone calls. A merchant server can also provide a merchant application page to CSR computers to allow CSRs to process customer calls.
Inventors
- 👤 Mark Jeffrey Foladare
- 👤 Shelley B. Goldman
- 👤 David Phillip Silverman
- 👤 Shaoqing Q. Wang
- 👤 Roy Philip Weber
- 👤 Robert S. Westrich
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-28 09:20
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5125; H04M3/38; H04M3/382; H04M3/5175; H04M3/5183; H04M3/5191; H04M7/00; H04M7/12
Claims Analysis
Total Claims: 40
Claim 1
Independent Claim
117 words
A method of providing call center functionality at a representative station, the representative station including a computer and a telephone, said method comprising the steps of: establishing a data communications link between a system computer and the station computer; receiving computer log-in information from the station computer via the data communications link; establishing a voice communications link between the station telephone and a telecommunications switch; receiving telephone log-in information from the station telephone via the voice communications link; establishing a link between the system computer and the switch such that call control commands provided from the station computer are transmitted to the switch via the system computer to control telephone calls that are received at the switch.
Claim 2
Independent Claim
117 words
A method of providing call center functionality at a representative station, the representative station including a computer and a telephone, said method comprising the steps of: establishing a data communications link between a system computer and the station computer; receiving computer log-in information from the station computer via the data communications link; establishing a voice communications link between the station telephone and a telecommunications switch; receiving telephone log-in information from the station telephone via the voice communications link; establishing a link between the system computer and the switch such that call control commands provided from the station computer are transmitted to the switch via the system computer to control telephone calls that are received at the switch.
Claim 3
Dependent Claim
14 words
The method of claim 1 wherein said system computer comprises a call control server.
Claim 4
Dependent Claim
40 words
The method of claim 1, wherein said step of receiving computer log-in information comprises the steps of: receiving at the system computer a computer log-in ID and password from the station computer; and authenticating the computer log-in ID and password.
Claim 5
Dependent Claim
44 words
The method of claim 1 wherein said step of receiving computer log-in information comprises the steps of: receiving at the system computer a certificate ID of the station computer; and authenticating the computer by comparing the certificate ID to a list of certificate IDs.
Claim 6
Dependent Claim
45 words
The method of claim 1 wherein said step of receiving computer log-in information comprises the steps of: receiving at the system computer a Cookie or unique number from the station computer; authenticating the station computer by comparing the received Cookie or number to a list.
Claim 7
Dependent Claim
49 words
The method of claim 1 wherein said step of receiving computer log-in information comprises the steps of: receiving a computer log-in ID and password at the system computer; performing computer authentication by comparing the computer login ID and password to a list of computer log-in IDs and corresponding passwords.
Claim 8
Dependent Claim
63 words
The method of claim 1 wherein said step of establishing a link between the system computer and the station computer comprises the step of sending a call control page from the system computer to the station computer, said call control page comprises a set of selectable commands that allows a user of the station computer to control telephone calls received at the switch.
Claim 9
Dependent Claim
47 words
The method of claim 7 wherein said system computer dynamically obtains the address of the station computer from the station computer during said step of receiving computer log-in information, said address being used by said system computer to send the call control page to the station computer.
Claim 10
Dependent Claim
23 words
The method of claim 1 and further comprising the step of said system computer sending a merchant application page to the station computer.
Claim 11
Dependent Claim
35 words
The method of claim 1 and further comprising the steps of: receiving an incoming call at the switch; selecting the station to receive the received call; routing the call to the selected station for processing.
Claim 12
Dependent Claim
29 words
The method of claim 1 wherein said step of establishing a voice communications link comprises the step of placing a telephone call from the station telephone to the switch.
Claim 13
Independent Claim
161 words
A method of providing call center functionality at a representative station the representative station including a computer and a telephone, said method comprising the steps of: establishing a data communications link between a system computer and the station computer; receiving computer log-in information from the station computer via the data communications link; establishing a voice communications link between the station telephone and a telecommunications switch by sending a signal from the system computer to the switch based on said step of receiving computer log-in information said signal requesting the switch to place a call to the station telephone; and placing a call from the switch to the station telephone; receiving telephone log-in information from the station telephone via the voice communications link; establishing a link between the system computer and the switch such that call control commands provided from the station computer are transmitted to the switch via the system computer to control telephone calls that are received at the switch.
Claim 14
Independent Claim
161 words
A method of providing call center functionality at a representative station the representative station including a computer and a telephone, said method comprising the steps of: establishing a data communications link between a system computer and the station computer; receiving computer log-in information from the station computer via the data communications link; establishing a voice communications link between the station telephone and a telecommunications switch by sending a signal from the system computer to the switch based on said step of receiving computer log-in information said signal requesting the switch to place a call to the station telephone; and placing a call from the switch to the station telephone; receiving telephone log-in information from the station telephone via the voice communications link; establishing a link between the system computer and the switch such that call control commands provided from the station computer are transmitted to the switch via the system computer to control telephone calls that are received at the switch.
Claim 15
Dependent Claim
37 words
The method of claim 1 wherein said step of receiving telephone log-in information comprises the step of: receiving a telephone password from the station telephone; and comparing the telephone password to a list of authorized telephone passwords.
Claim 16
Dependent Claim
28 words
The method of claim 13 wherein said step of receiving a telephone password comprises the step of receiving a telephone password as one or more touch tone signals.
Claim 17
Dependent Claim
29 words
The method of claim 13 wherein said step of receiving a telephone password comprises the step of receiving a telephone password as one or more spoken words or phrases.
Claim 18
Independent Claim
178 words
A method of providing call center functionality at a representative station, the representative station including a computer and a telephone, said method comprising the steps of: establishing a data communications link between a system computer and the station computer; receiving computer log-in information from the station computer via the data communications link; establishing a voice communications link between the station telephone and a telecommunications switch; receiving telephone log-in information from the station telephone via the voice communications link by placing a telephone call to the station telephone; prompting a person answering the call to provide a telephone password; receiving the telephone password; comparing the received telephone password to a list of one or more authorized telephone passwords; permitting the station telephone to receive telephone calls received at the switch if the received telephone password is an authorized telephone password; establishing a link between the system computer and the switch such that call control commands provided from the station computer are transmitted to the switch via the system computer to control telephone calls that are received at the switch.
Claim 19
Independent Claim
178 words
A method of providing call center functionality at a representative station, the representative station including a computer and a telephone, said method comprising the steps of: establishing a data communications link between a system computer and the station computer; receiving computer log-in information from the station computer via the data communications link; establishing a voice communications link between the station telephone and a telecommunications switch; receiving telephone log-in information from the station telephone via the voice communications link by placing a telephone call to the station telephone; prompting a person answering the call to provide a telephone password; receiving the telephone password; comparing the received telephone password to a list of one or more authorized telephone passwords; permitting the station telephone to receive telephone calls received at the switch if the received telephone password is an authorized telephone password; establishing a link between the system computer and the switch such that call control commands provided from the station computer are transmitted to the switch via the system computer to control telephone calls that are received at the switch.
Claim 20
Independent Claim
114 words
A method of processing a telephone call at one of a plurality of remote stations, each remote station including a computer and a telephone, said method comprising the steps of: receiving an incoming telephone call at a telecommunications switch; identifying an available authenticated station to process the received call; forwarding the received call to the telephone of the identified station; sending a call control page to the computer of the identified station, said call control page including a plurality of selectable call control commands; receiving a signal from the identified station corresponding to an actuated call control command; and controlling the received call based on the signal corresponding to the actuated call control command.
Claim 21
Independent Claim
114 words
A method of processing a telephone call at one of a plurality of remote stations, each remote station including a computer and a telephone, said method comprising the steps of: receiving an incoming telephone call at a telecommunications switch; identifying an available authenticated station to process the received call; forwarding the received call to the telephone of the identified station; sending a call control page to the computer of the identified station, said call control page including a plurality of selectable call control commands; receiving a signal from the identified station corresponding to an actuated call control command; and controlling the received call based on the signal corresponding to the actuated call control command.
Claim 22
Dependent Claim
50 words
The method of claim 17 and further comprising the steps of: sending a signal from the switch to a merchant server indicating that the received call will be forwarded to the identified station; and sending one or more pages from the merchant server to the computer of the identified station.
Claim 23
Independent Claim
150 words
A method of providing remote call center functionality at a remote station, the station including a computer and a telephone, said method comprising the steps of: using the station computer to log-in to a call control server via a data communications link; using the station telephone to log-in to a telecommunications switch via a voice communications link; receiving a telephone call at the switch; selecting the remote station from one or more stations to receive the call; transferring the call to the station telephone; sending a call control page from the call control server to the station computer, the call control page including one or more selectable call control commands; and actuating one of the call control commands on the call control web page, a signal corresponding to the actuated command being provided from the station computer to the switch via the call control server to control the received call.
Claim 24
Independent Claim
150 words
A method of providing remote call center functionality at a remote station, the station including a computer and a telephone, said method comprising the steps of: using the station computer to log-in to a call control server via a data communications link; using the station telephone to log-in to a telecommunications switch via a voice communications link; receiving a telephone call at the switch; selecting the remote station from one or more stations to receive the call; transferring the call to the station telephone; sending a call control page from the call control server to the station computer, the call control page including one or more selectable call control commands; and actuating one of the call control commands on the call control web page, a signal corresponding to the actuated command being provided from the station computer to the switch via the call control server to control the received call.
Claim 25
Dependent Claim
73 words
The method of claim 19 and further comprising the steps of: sending a signal from the switch to a merchant server indicating that the received call will be forwarded to the telephone of the selected station, said signal including at least the address of the computer of the selected station; sending a merchant application page from the merchant server to the computer of the selected station based on the address of the computer.
Claim 26
Dependent Claim
41 words
The method of claim 20 and further comprising the step of processing the call by receiving customer purchase information over the station telephone and using the station computer to input data into one or more fields of the merchant application page.
Claim 27
Independent Claim
190 words
A method of processing a telephone call at one of a plurality of remote stations, each remote station including a computer and a telephone, said method comprising the steps of: receiving an incoming telephone call at a telecommunications switch; answering the call and prompting the caller to provide information; storing information received from said caller; identifying an available station to process the received call; sending a signal to a merchant server indicating that the received call will be forwarded to the computer of the identified station, said signal including the address of the computer of the identified station; forwarding the received call to the telephone of the identified station; sending one or more pages, including at least some of said information received from said caller, from the merchant server to the computer of the identified station based on the the address of the computer; sending a call control web page from a call control server to the computer of the identified station; actuating a call control command in the call control web page, a signal corresponding to said actuated command being forwarded to the switch to control the received call.
Claim 28
Independent Claim
190 words
A method of processing a telephone call at one of a plurality of remote stations, each remote station including a computer and a telephone, said method comprising the steps of: receiving an incoming telephone call at a telecommunications switch; answering the call and prompting the caller to provide information; storing information received from said caller; identifying an available station to process the received call; sending a signal to a merchant server indicating that the received call will be forwarded to the computer of the identified station, said signal including the address of the computer of the identified station; forwarding the received call to the telephone of the identified station; sending one or more pages, including at least some of said information received from said caller, from the merchant server to the computer of the identified station based on the the address of the computer; sending a call control web page from a call control server to the computer of the identified station; actuating a call control command in the call control web page, a signal corresponding to said actuated command being forwarded to the switch to control the received call.
Claim 29
Dependent Claim
71 words
The method of claim 22 wherein said step of identifying an available station to process the received call comprises the steps of: sending a signal from the switch to the call control server requesting that the call control server identify an available station; the call control server selecting an available station; and receiving a signal at the switch from the call control server identifying the available station to receive the call.
Claim 30
Dependent Claim
145 words
The method of claim 22 wherein said call control commands include one or more commands from the list consisting of: an answer command instructing the switch that the telephone call should be connected to the station telephone; a hang-up or terminate command instructing the switch that the telephone call should be terminated; a transfer command instructing the switch that the telephone call should be transferred to another party; a conference command instructing the switch to conference in another party for the telephone call; a hold command instructing the switch to place the call on hold; one or more speed dial commands instructing the switch to transfer the call to a party specified by the speed dial button; and a break request/break return command instructing the switch that the representative is unavailable on break/or has returned from break and is now available to receive calls, respectively.
Claim 31
Independent Claim
88 words
A method of providing secure communications between a system and a user station, the user station including a telephone and a computer, said method comprising the steps of: establishing a data link between the station computer and a data server; authenticating the user via computer; placing a call to the station telephone in response to said step of authenticating; authenticating the user by telephone; providing information to the user via telephone or via said data link only if the user has been authenticated by computer and by telephone.
Claim 32
Independent Claim
88 words
A method of providing secure communications between a system and a user station, the user station including a telephone and a computer, said method comprising the steps of: establishing a data link between the station computer and a data server; authenticating the user via computer; placing a call to the station telephone in response to said step of authenticating; authenticating the user by telephone; providing information to the user via telephone or via said data link only if the user has been authenticated by computer and by telephone.
Claim 33
Dependent Claim
37 words
The method of claim 25 wherein said step of authenticating the user via computer comprises the steps of: using the station computer to provide a login-ID and password to the data server; authenticating the login-ID and password.
Claim 34
Dependent Claim
39 words
The method of claim 25 wherein said step of authenticating the user via computer comprises the steps of: providing a Certificate ID or number from the station computer to the data server; and authenticating the Certificate ID or number.
Claim 35
Dependent Claim
38 words
The method of claim 25 wherein said step of authenticating the user by telephone comprises the steps of: prompting the user for a telephone password; receiving the telephone password input by the user; and authenticating the telephone password.
Claim 36
Dependent Claim
22 words
The method of claim 28 wherein said telephone password is input by the user using touch tone buttons on the station telephone.
Claim 37
Dependent Claim
19 words
The method of claim 28 wherein said telephone password is input by the user speaking into the station telephone.
Claim 38
Dependent Claim
38 words
The method of claim 25 wherein said step of providing information to the user comprises the step of routing a customer call to the station telephone only if the user has been authenticated by computer and by telephone.
Claim 39
Dependent Claim
40 words
The method of claim 25 wherein said step of providing information to the user comprises the step of providing a call control web page to the station computer only if the user has been authenticated by computer and by telephone.
Claim 40
Dependent Claim
39 words
The method of claim 25 wherein said step of providing information to the user comprises the step of providing an application web page to the station computer only if the user has been authenticated by computer and by telephone.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2003-04-11 | 2003-10-11 | 2004-04-11 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2007-04-11 | 2007-10-11 | 2008-04-11 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2011-04-11 | 2011-10-11 | 2012-04-11 | $7700.00 | Window Closed / Lapsed |