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US6259774B1 Expired / Lapsed US ⏱️ 0.0 years remaining

Apparatus and methods for coordinating telephone and data communications

Assignee: Genesys Cloud Services Inc
•
Filing: 2000-05-19
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Granted: 2001-07-10
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Expires: 2020-05-19
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Abstract

Abstract A telephony call center system comprises an Internet connection adapted for receiving data from a WEB server, the data originating from the computer platform of a person browsing the Internet, including data identifying the browsing person, such as a telephone number, and indicating to the WEB server a desire of the browsing person to communicate with an agent at the call center. The communication desired may be (a) a request for an agent at the call center to receive a telephone call from the browsing person, or (b) a request for a call to be placed to the browsing person from the call center. In both (a) and (b) the practical result is a telephone conference between the browsing person and an agent at the call center. In the first instance (a), in response to the data from the WEB server to the call center, the call center provides to the WEB server, for transfer to the browsing person via the Internet, a telephone number of a routing point at the call center. The call center selects an agent, and initiates a watch for an arriving call from the browsing person. On arrival of the call, it is switched to the selected agent. In the other instance (b), in response to the data, the call center enters the browsing person's telephone number to a dialer, and when the dialer completes a call to the browsing person, switched the call to a selected agent.

Inventors

  • 👤 Alec Miloslavsky

Bibliographic Details

Application Number —
Jurisdiction US
Data Source google_patents
Last Synchronized 2026-11-04 19:14
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04L; H04L51/00; H04L51/21; H04L51/214; H04L9/00; H04L9/40; H04M3/5183; H04M3/5191; H04M7/00; H04M7/0024; H04M7/003; H04N; H04N7/00; H04N7/14; H04N7/141; H04N7/148; H04N7/15; H04M2242/00; H04M2242/22; H04M3/42025; H04M3/42034; H04M3/42042; H04M3/42314; H04M3/42323; H04M3/5158; H04M3/523; H04M7/0003; H04M7/0006; H04M7/0009; H04M7/12

Claims Analysis

Total Claims: 6
Claim 1
Independent Claim 232 words
A method for coordinating telephone and data communication between a first site and a second site, said first site having a computer and a telephone, said second site having a plurality of agents each associated with a computer and a telephone, said second site further having a telephone switch for directing incoming phone calls to said agents, said computer in said first site displaying digital information originated from a server, said method comprising the steps of: sending, by said computer in said first site to said server via a digital communication network, a request indicating an intention to call said second site, said request containing information identifying said first site; delivering said request and said identification information to a software module in said second site by said server; retrieving, based on said identification information, information of said first site which has previously been stored in said second site; selecting an agent who is able to respond to a call from said first site; reserving a telephone number terminated at said switch; sending said telephone number to said first site via said digital communication network; connecting by said switch, upon receiving an incoming call having said telephone number, said incoming call to a telephone associated with said selected agent; and delivering said digital information originated from said server and said information of said first site to a computer associated with said selected agent.
Claim 2
Independent Claim 232 words
A method for coordinating telephone and data communication between a first site and a second site, said first site having a computer and a telephone, said second site having a plurality of agents each associated with a computer and a telephone, said second site further having a telephone switch for directing incoming phone calls to said agents, said computer in said first site displaying digital information originated from a server, said method comprising the steps of: sending, by said computer in said first site to said server via a digital communication network, a request indicating an intention to call said second site, said request containing information identifying said first site; delivering said request and said identification information to a software module in said second site by said server; retrieving, based on said identification information, information of said first site which has previously been stored in said second site; selecting an agent who is able to respond to a call from said first site; reserving a telephone number terminated at said switch; sending said telephone number to said first site via said digital communication network; connecting by said switch, upon receiving an incoming call having said telephone number, said incoming call to a telephone associated with said selected agent; and delivering said digital information originated from said server and said information of said first site to a computer associated with said selected agent.
Claim 3
Dependent Claim 13 words
The method of claim 1 wherein said digital communication network is the Internet.
Claim 4
Dependent Claim 31 words
The method of claim 2 wherein said digital information comprises a HTML document, said HTML document being delivered by said server to said computer in said first site via said Internet.
Claim 5
Dependent Claim 37 words
The method of claim 3 wherein said sending step further comprises displaying an icon on said computer in said first site; and sending a HTML document indicating said request to said server when said icon is selected.
Claim 6
Dependent Claim 29 words
The method of claim 1 wherein an agent is selected based on at least one of skill set, availability, and prior history between said agent and said first site.

References Cited (Backward Citations)

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US5991394A Cited
US5764736A Cited
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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) 2004-07-09 2005-01-08 2005-07-10 $2000.00 Window Closed / Lapsed
7.5 Years (Year 8) 2008-07-09 2009-01-08 2009-07-10 $3760.00 Window Closed / Lapsed
11.5 Years (Year 12) 2012-07-09 2013-01-08 2013-07-10 $7700.00 Window Closed / Lapsed

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