Patent US6385646B1 successfully refreshed from Google Patents.
US6385646B1
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Method and system for establishing voice communications in an internet environment
Assignee: AT&T Inc
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Filing: 1996-08-23
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Granted: 2002-05-07
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Expires: 2016-08-23
Abstract
Abstract Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as the telephone network, and a packet network, such as the Internet, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling as well as improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer. As a result, customer acquisition and sales tools more powerful than a mere click-to-callback tool can be made available with a combined marketing approach using the Web and call centers.
Inventors
- 👤 Sanford Samuel Brown
- 👤 Oleh George Danyluk
- 👤 Ronald V. Grippo
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-04 21:55
CPC Classifications
H; H04; H04M; H04M7/00; H04M7/0024; H04M7/003; G; G06; G06Q; G06Q30/00; G06Q30/02; H04L; H04L67/00; H04L67/50; H04L67/535; H04L67/55; H04L9/00; H04L9/40; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5183; H04M3/5191; H04M2207/00; H04M2207/20; H04M3/42025; H04M3/42085; H04M3/42102; H04M3/42195; H04M3/523; H04M3/5231; H04M7/12; H04Q; H04Q2213/00; H04Q2213/13072; H04Q2213/13091; H04Q2213/13093; H04Q2213/13152; H04Q2213/13175; H04Q2213/13389
Claims Analysis
Total Claims: 63
Claim 1
Independent Claim
219 words
A method for establishing voice communications in an Internet environment comprising: receiving over a packet network, at a network service platform, information from a user, the information corresponding to at least one characteristic of an interactive communication session in which the user is engaged; transforming by the network service platform the received information into a form suitable for placing a call over a telecommunications network to a call center, the call center being associated with a subscriber and the call center being different from and independent of the network service platform; responsive to a user request: initiating placement of a call by the network service platform to the call center, said call being routable by the call center to an agent in accordance with the information corresponding to at least one characteristic of the interactive communication session; initiating placement of a call by the network service platform to the user; bridging at the network service platform, the call to the call center with the call to the user; receiving a page push signal at the network service platform, said page push signal corresponding to at least one of the plurality of web pages; and pushing the at least one of the plurality of web pages corresponding to the page push signal to the user during the interactive communication session.
Claim 2
Independent Claim
219 words
A method for establishing voice communications in an Internet environment comprising: receiving over a packet network, at a network service platform, information from a user, the information corresponding to at least one characteristic of an interactive communication session in which the user is engaged; transforming by the network service platform the received information into a form suitable for placing a call over a telecommunications network to a call center, the call center being associated with a subscriber and the call center being different from and independent of the network service platform; responsive to a user request: initiating placement of a call by the network service platform to the call center, said call being routable by the call center to an agent in accordance with the information corresponding to at least one characteristic of the interactive communication session; initiating placement of a call by the network service platform to the user; bridging at the network service platform, the call to the call center with the call to the user; receiving a page push signal at the network service platform, said page push signal corresponding to at least one of the plurality of web pages; and pushing the at least one of the plurality of web pages corresponding to the page push signal to the user during the interactive communication session.
Claim 3
Dependent Claim
21 words
The method according to claim 1 , wherein the packet network comprises at least one of an Internet and an intranet.
Claim 4
Dependent Claim
15 words
The method according to claim 1 , wherein the interactive communication session comprises Web browsing.
Claim 5
Dependent Claim
38 words
The method according to claim 1 , wherein the at least one characteristic of the interactive communication session includes at least one of an identity of the subscriber and a subject matter associated with the interactive communication session.
Claim 6
Dependent Claim
31 words
The method according to claim 1 , wherein the step of receiving information over the packet network includes receiving information transmitted over the packet network using a uniform resource locator (URL).
Claim 7
Dependent Claim
69 words
The method according to claim 1 , wherein the step of transforming the information into a form suitable for placing a call over a telecommunications network to the call center includes the step of using a database containing at least one entry for information corresponding to at least one characteristic of the interactive communication session and at least one entry corresponding to a communications number for the call center.
Claim 8
Dependent Claim
30 words
The method according to claim 6 , wherein the at least one entry corresponding to a communications number for the call center comprises a dialed number identification service (DNIS) code.
Claim 9
Dependent Claim
38 words
The method according to claim 6 , wherein the at least one characteristic of the interactive communication session includes at least one of an identity of the subscriber and a subject matter associated with the interactive communication session.
Claim 10
Dependent Claim
44 words
The method according to claim 1 , wherein the step of transforming the received information into a form suitable for placing a call over a telecommunications network to the call center comprises transforming the received information into a dialed number identification service (DNIS) code.
Claim 11
Dependent Claim
49 words
The method according to claim 9 , wherein the step of initiating placement of a call to the call center in accordance with the transformed information comprises instructing a telecommunications switch coupled to the telecommunications network to place a call to a communications number corresponding to the DNIS code.
Claim 12
Dependent Claim
194 words
The method according to claim 1 , wherein: the packet network comprises at least one of an Internet and an intranet; the interactive communication session comprises Web browsing; the at least one characteristic of the interactive communication session includes at least one of an identity of the subscriber and a subject matter associated with the interactive communication session; the step of receiving information over the packet network includes receiving information transmitted over the packet network using a uniform resource locator (URL); the step of transforming the received information into a form suitable for placing a call over a telecommunications network to the call center comprises transforming the received information into a dialed number identification service (DNIS) code using a database containing at least one entry for information corresponding to at least one characteristic of the interactive communication session and at least one entry corresponding to a communications number for the call center; and the step of initiating placement of a call to the call center in accordance with the transformed information comprises instructing a telecommunications switch coupled to the telecommunications network to place a call to a communications number corresponding to the DNIS code.
Claim 13
Dependent Claim
53 words
The method of claim 1 , wherein the at least one characteristic of the interactive communication session includes at least a whisper code, the whisper code relating to at least one of a data relating to the interactive communication session and relating to information specific to the user's records at the call center.
Claim 14
Dependent Claim
42 words
The method of claim 12 , further comprising: based on the whisper code, sending an audio message to the call center, the audio message relating to at least one of an identity of the user and details of the interactive communication session.
Claim 15
Dependent Claim
21 words
The method of claim 12 , further comprising: playing said audio message to an agent in communications with the call center.
Claim 16
Independent Claim
182 words
A method of correlating information between a call center associated with a subscriber and a packet network linked in an interactive communication session with a user, comprising: receiving over the packet network at a network service platform information corresponding to at least one characteristic of the interactive communication session; communicating by said network service platform information corresponding to at least one characteristic of the interactive communication session to the call center over a telecommunications network; based on the at least one characteristic, establishing a telecommunications session between the user and the call center over the telecommunication network by: establishing a first call to the call center; establishing a second call to the user; bridging the first call with the second call so that the telecommunications session between the user and the call center over the voice network can be established; and pushing at least one web page to the user during the interactive communication session based on an interaction between the network service platform and the call center while the telecommunications session between the user and the call center is being established.
Claim 17
Independent Claim
182 words
A method of correlating information between a call center associated with a subscriber and a packet network linked in an interactive communication session with a user, comprising: receiving over the packet network at a network service platform information corresponding to at least one characteristic of the interactive communication session; communicating by said network service platform information corresponding to at least one characteristic of the interactive communication session to the call center over a telecommunications network; based on the at least one characteristic, establishing a telecommunications session between the user and the call center over the telecommunication network by: establishing a first call to the call center; establishing a second call to the user; bridging the first call with the second call so that the telecommunications session between the user and the call center over the voice network can be established; and pushing at least one web page to the user during the interactive communication session based on an interaction between the network service platform and the call center while the telecommunications session between the user and the call center is being established.
Claim 18
Dependent Claim
60 words
The method according to claim 15 , further comprising: receiving a page push signal at the network service platform, said page push signal corresponding to at least one of the plurality of web pages; and pushing the at least one of the plurality of web pages corresponding to the page push signal to the user during the interactive communication session.
Claim 19
Independent Claim
192 words
A method of correlating information between a call center associated with a subscriber and a packet network linked in an interactive communication session with a user, comprising: receiving over the packet network at a network service platform information corresponding to at least one characteristic of the interactive communication session; communicating by said network service platform information corresponding to at least one characteristic of the interactive communication session to the call center over a telecommunications network; based on the at least one characteristic, establishing a telecommunications session between the user and the call center over the telecommunication network by: establishing a first call to the call center; establishing a second call to the user; and bridging the first call with the second call so that the telecommunications session between the user and the call center over the voice network can be established; receiving a page push signal at the network service platform, said page push signal corresponding to at least one of a plurality of web pages; and pushing the at least one of the plurality of web pages corresponding to the page push signal to the user during the interactive communication session.
Claim 20
Independent Claim
192 words
A method of correlating information between a call center associated with a subscriber and a packet network linked in an interactive communication session with a user, comprising: receiving over the packet network at a network service platform information corresponding to at least one characteristic of the interactive communication session; communicating by said network service platform information corresponding to at least one characteristic of the interactive communication session to the call center over a telecommunications network; based on the at least one characteristic, establishing a telecommunications session between the user and the call center over the telecommunication network by: establishing a first call to the call center; establishing a second call to the user; and bridging the first call with the second call so that the telecommunications session between the user and the call center over the voice network can be established; receiving a page push signal at the network service platform, said page push signal corresponding to at least one of a plurality of web pages; and pushing the at least one of the plurality of web pages corresponding to the page push signal to the user during the interactive communication session.
Claim 21
Dependent Claim
21 words
The method according to claim 17 , wherein the packet network comprises at least one of an Internet and an intranet.
Claim 22
Dependent Claim
15 words
The method according to claim 17 , wherein the interactive communication session comprises Web browsing.
Claim 23
Dependent Claim
38 words
The method according to claim 17 , wherein the at least one characteristic of the interactive communication session includes at least one of an identity of the subscriber and a subject matter associated with the interactive communication session.
Claim 24
Dependent Claim
31 words
The method according to claim 17 , wherein the step of receiving information over the packet network includes receiving information transmitted over the packet network using a uniform resource locator (URL).
Claim 25
Dependent Claim
80 words
The method according to claim 17 , wherein the step of communicating the information corresponding to at least one characteristic of the interactive communication session to the call center over the telecommunications network includes the step of transforming the information into a form suitable for placing a call over the telecommunications network to the call center, said call being routable by the call center in accordance with the information corresponding to at least one characteristic of the interactive communication session.
Claim 26
Dependent Claim
69 words
The method according to claim 22 , wherein the step of transforming the information into a form suitable for placing a call over the telecommunications network to the call center includes the step of using a database containing at least one entry for information corresponding to at least one characteristic of the interactive communication session and at least one entry corresponding to a communications number for the call center.
Claim 27
Dependent Claim
30 words
The method according to claim 23 , wherein the at least one entry corresponding to a communications number for the call center comprises a dialed number identification service (DNIS) code.
Claim 28
Dependent Claim
38 words
The method according to claim 23 , wherein the at least one characteristic of the interactive communication session includes at least one of an identity of the subscriber and a subject matter associated with the interactive communication session.
Claim 29
Dependent Claim
44 words
The method according to claim 22 , wherein the step of transforming the received information into a form suitable for placing a call over a telecommunications network to the call center comprises transforming the received information into a dialed number identification service (DNIS) code.
Claim 30
Dependent Claim
22 words
The method according to claim 17 , further comprising the step of sending a communication to the user over the packet network.
Claim 31
Dependent Claim
33 words
The method according to claim 27 , wherein the step of sending a communication to the user over the packet network includes sending a page displayable to the user on a display device.
Claim 32
Dependent Claim
20 words
The method according to claim 28 , wherein the displayable page corresponds to a page displayable using a Web browser.
Claim 33
Dependent Claim
32 words
The method according to claim 27 , wherein the step of sending a communication to the user over the packet network is performed in response to a signal from the call center.
Claim 34
Dependent Claim
24 words
The method according to claim 30 , wherein the signal from the call center comprises at least one dual tone multiple frequency (DTMF) code.
Claim 35
Dependent Claim
47 words
The method according to claim 17 , wherein the step of communicating the information corresponding to at least one characteristic of the interactive communication session to the call center over a telecommunications network includes the step of sending audio signals representing the information to the call center.
Claim 36
Dependent Claim
44 words
The method according to claim 32 , wherein the step of sending audio signals representing the information to the call center comprises: a. transforming the information into audible sounds; and b. playing the audible sounds over a telecommunications connection established with the call center.
Claim 37
Dependent Claim
37 words
The method according to claim 17 , wherein the step of communicating the information corresponding to at least one characteristic of the interactive communication session includes verifying the authority of the call center to receive the information.
Claim 38
Dependent Claim
18 words
The method according to claim 17 , wherein the first call and the second call are established simultaneously.
Claim 39
Dependent Claim
34 words
The method according to claim 17 , wherein at least one web page pushed to the user while the telecommunications session between the user and the call center is being established contains advertising information.
Claim 40
Independent Claim
201 words
A system for correlating information between a call center associated with a subscriber and a packet network linked in an interactive communication session with a user, comprising: a telecommunications unit coupled to a telecommunications network; and a processing unit coupled to the packet network and to the telecommunications unit to control the correlation of information between the call center and the packet network, wherein the processing unit receives over the packet network information corresponding to at least one characteristic of the interactive communication session, instructs the telecommunications unit to communicate the information corresponding to at least one characteristic of the interactive communication session to the call center over a telecommunications network, establishes a first call to the call center, establishes a second call to the user, bridges the first call with the second call so that the telecommunications session between the user and the call center over the voice network can be established, and pushes the at least one of the plurality of web pages corresponding to the page push signal to the user during the interactive communication session responsive to a page push signal corresponding to at least one of a plurality of web pages received by the telecommunications unit.
Claim 41
Independent Claim
201 words
A system for correlating information between a call center associated with a subscriber and a packet network linked in an interactive communication session with a user, comprising: a telecommunications unit coupled to a telecommunications network; and a processing unit coupled to the packet network and to the telecommunications unit to control the correlation of information between the call center and the packet network, wherein the processing unit receives over the packet network information corresponding to at least one characteristic of the interactive communication session, instructs the telecommunications unit to communicate the information corresponding to at least one characteristic of the interactive communication session to the call center over a telecommunications network, establishes a first call to the call center, establishes a second call to the user, bridges the first call with the second call so that the telecommunications session between the user and the call center over the voice network can be established, and pushes the at least one of the plurality of web pages corresponding to the page push signal to the user during the interactive communication session responsive to a page push signal corresponding to at least one of a plurality of web pages received by the telecommunications unit.
Claim 42
Dependent Claim
39 words
The system according to claim 37 , wherein the processing unit comprises: a. a computer; b. a database; and c. at least one of: (1) a database server; (2) a call manager server; and (3) a page presentation server.
Claim 43
Dependent Claim
20 words
The system according to claim 37 , wherein the telecommunications unit comprises a telecommunications switch and a voice response unit.
Claim 44
Dependent Claim
21 words
The system according to claim 37 , wherein the packet network comprises at least one of an Internet and an intranet.
Claim 45
Dependent Claim
15 words
The system according to claim 37 , wherein the interactive communication session comprises Web browsing.
Claim 46
Dependent Claim
20 words
The system according to claim 37 , wherein the processing unit establishes the first call and the second call simultaneously.
Claim 47
Dependent Claim
38 words
The system according to claim 37 , the processing unit pushes at least one web page to the user during the interactive communication session while the telecommunications session between the user and the call center is being established.
Claim 48
Dependent Claim
20 words
The system according to claim 38 , the database contains at least data relating to a plurality of web pages.
Claim 49
Dependent Claim
23 words
The method according to claim 1 , wherein the call to the call center and the call to the user are initiated simultaneously.
Claim 50
Dependent Claim
23 words
The method according to claim 1 , further comprising: storing at the network service platform data relating to a plurality of web pages.
Claim 51
Dependent Claim
33 words
The method as recited in claim 46 , further comprising: pushing at least one web page for display to the user while the calls to the user and call center are being initiated.
Claim 52
Dependent Claim
33 words
The method according to claim 47 , wherein at least one web page for display to the user while the calls to the user and call center are being initiated contains advertising information.
Claim 53
Dependent Claim
53 words
The method of claim 1 , wherein the at least one characteristic of the interactive communication session includes at least a whisper code, the whisper code relating to at least one of a data relating to the interactive communication session and relating to information specific to the user's records at the call center.
Claim 54
Dependent Claim
42 words
The method of claim 49 , further comprising: based on the whisper code, sending an audio message to the call center, the audio message relating to at least one of an identity of the user and details of the interactive communication session.
Claim 55
Dependent Claim
21 words
The method of claim 50 , further comprising: playing said audio message to an agent in communications with the call center.
Claim 56
Independent Claim
207 words
A method for establishing voice communications in an Internet environment comprising: receiving over a packet network, at a network service platform, information from a user, the information corresponding to at least one characteristic of an interactive communication session in which the user is engaged; transforming by the network service platform the received information into a form suitable for placing a call over a telecommunications network to a call center, the call center being associated with a subscriber and the call center being different from and independent of the network service platform; responsive to a user request: initiating placement of a first call by the network service platform to the call center, said call being routable by the call center to an agent in accordance with the information corresponding to at least one characteristic of the interactive communication session; initiating placement of a call by the network service platform to the user; pushing a web page to the user during the interactive communication session based on an interaction between the network service platform and the call center to indicate that the call to the call center has been initiated; and bridging at the network service platform, the call to the call center with the call to the user.
Claim 57
Independent Claim
207 words
A method for establishing voice communications in an Internet environment comprising: receiving over a packet network, at a network service platform, information from a user, the information corresponding to at least one characteristic of an interactive communication session in which the user is engaged; transforming by the network service platform the received information into a form suitable for placing a call over a telecommunications network to a call center, the call center being associated with a subscriber and the call center being different from and independent of the network service platform; responsive to a user request: initiating placement of a first call by the network service platform to the call center, said call being routable by the call center to an agent in accordance with the information corresponding to at least one characteristic of the interactive communication session; initiating placement of a call by the network service platform to the user; pushing a web page to the user during the interactive communication session based on an interaction between the network service platform and the call center to indicate that the call to the call center has been initiated; and bridging at the network service platform, the call to the call center with the call to the user.
Claim 58
Independent Claim
205 words
A method of correlating information between a call center associated with a subscriber and a packet network linked in an interactive communication session with a user, comprising: receiving over the packet network at a network service platform information corresponding to at least one characteristic of the interactive communication session; communicating by said network service platform information corresponding to at least one characteristic of the interactive communication session to the call center over a telecommunications network; based on the at least one characteristic, establishing a telecommunications session between the user and the call center over the telecommunication network by: establishing a first call to the call center; establishing a second call to the user; and bridging the first call with the second call so that the telecommunications session between the user and the call center over the voice network can be established; receiving a page push signal at the network service platform, said page push signal corresponding to at least one of a plurality of web pages; and pushing the at least one of the plurality of web pages corresponding to the page push signal in response to a page push function executed by a call center agent to the user during the interactive communication session.
Claim 59
Independent Claim
205 words
A method of correlating information between a call center associated with a subscriber and a packet network linked in an interactive communication session with a user, comprising: receiving over the packet network at a network service platform information corresponding to at least one characteristic of the interactive communication session; communicating by said network service platform information corresponding to at least one characteristic of the interactive communication session to the call center over a telecommunications network; based on the at least one characteristic, establishing a telecommunications session between the user and the call center over the telecommunication network by: establishing a first call to the call center; establishing a second call to the user; and bridging the first call with the second call so that the telecommunications session between the user and the call center over the voice network can be established; receiving a page push signal at the network service platform, said page push signal corresponding to at least one of a plurality of web pages; and pushing the at least one of the plurality of web pages corresponding to the page push signal in response to a page push function executed by a call center agent to the user during the interactive communication session.
Claim 60
Independent Claim
204 words
A method of correlating information between a call center associated with a subscriber and a packet network linked in an interactive communication session with a user, comprising: receiving over the packet network at a network service platform information corresponding to at least one characteristic of the interactive communication session; communicating by said network service platform information corresponding to at least one characteristic of the interactive communication session to the call center over a telecommunications network; based on the at least one characteristic, establishing a telecommunications session between the user and the call center over the telecommunication network by: establishing a first call to the call center; establishing a second call to the user; and bridging the first call with the second call so that the telecommunications session between the user and the call center over the voice network can be established; receiving a page push signal at the network service platform, said page push signal corresponding to at least one of a plurality of web pages; and pushing the at least one of the plurality of web pages corresponding to the page push signal to the user during the interactive communication session in response to the user's request made during the established telecommunications session.
Claim 61
Independent Claim
204 words
A method of correlating information between a call center associated with a subscriber and a packet network linked in an interactive communication session with a user, comprising: receiving over the packet network at a network service platform information corresponding to at least one characteristic of the interactive communication session; communicating by said network service platform information corresponding to at least one characteristic of the interactive communication session to the call center over a telecommunications network; based on the at least one characteristic, establishing a telecommunications session between the user and the call center over the telecommunication network by: establishing a first call to the call center; establishing a second call to the user; and bridging the first call with the second call so that the telecommunications session between the user and the call center over the voice network can be established; receiving a page push signal at the network service platform, said page push signal corresponding to at least one of a plurality of web pages; and pushing the at least one of the plurality of web pages corresponding to the page push signal to the user during the interactive communication session in response to the user's request made during the established telecommunications session.
Claim 62
Independent Claim
190 words
A system for correlating information between a call center associated with a subscriber and a packet network linked in an interactive communication session with a user, comprising: a telecommunications unit coupled to a telecommunications network; and a processing unit coupled to the packet network and to the telecommunications unit to control the correlation of information between the call center and the packet network, wherein the processing unit receives over the packet network information corresponding to at least one characteristic of the interactive communication session, instructs the telecommunications unit to communicate the information corresponding to at least one characteristic of the interactive communication session to the call center over a telecommunications network, establishes a first call to the call center, establishes a second call to the user, pushes a web page to the user during the interactive communication session based on an interaction between the telecommunications unit and the call center to indicate that the call to the call center has been initiated, and bridges the first call with the second call so that the telecommunications session between the user and the call center over the voice network can be established.
Claim 63
Independent Claim
190 words
A system for correlating information between a call center associated with a subscriber and a packet network linked in an interactive communication session with a user, comprising: a telecommunications unit coupled to a telecommunications network; and a processing unit coupled to the packet network and to the telecommunications unit to control the correlation of information between the call center and the packet network, wherein the processing unit receives over the packet network information corresponding to at least one characteristic of the interactive communication session, instructs the telecommunications unit to communicate the information corresponding to at least one characteristic of the interactive communication session to the call center over a telecommunications network, establishes a first call to the call center, establishes a second call to the user, pushes a web page to the user during the interactive communication session based on an interaction between the telecommunications unit and the call center to indicate that the call to the call center has been initiated, and bridges the first call with the second call so that the telecommunications session between the user and the call center over the voice network can be established.
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USPTO Annuity & Maintenance Windows
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| 7.5 Years (Year 8) | 2009-05-06 | 2009-11-05 | 2010-05-07 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2013-05-06 | 2013-11-05 | 2014-05-07 | $7700.00 | Window Closed / Lapsed |