Patent US6704412B1 successfully refreshed from Google Patents.
US6704412B1
Expired / Lapsed
US
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Systems configured to distribute a telephone call, communication systems, communication methods and methods of routing a telephone call to a service representative
Assignee: Battelle Energy Alliance LLC
•
Filing: 1998-09-24
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Granted: 2004-03-09
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Expires: 2018-09-24
Abstract
Abstract The present invention includes systems configured to distribute a telephone call, communication systems, communication methods and methods of routing a telephone call to a customer service representative. In one embodiment of the invention, a system configured to distribute a telephone call within a network includes a distributor adapted to connect with a telephone system, the distributor being configured to connect a telephone call using the telephone system and output the telephone call and associated data of the telephone call; and a plurality of customer service representative terminals connected with the distributor and a selected customer service representative terminal being configured to receive the telephone call and the associated data, the distributor and the selected customer service representative terminal being configured to synchronize, application of the telephone call and associated data from the distributor to the selected customer service representative terminal.
Inventors
- 👤 Scott H. Harris
- 👤 Joel A. Johnson
- 👤 Jeffery R. Neiswanger
- 👤 Kevin E. Twitchell
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-09 18:22
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5183; H04M3/523; H04M2242/00; H04M2242/22; H04M3/42025; H04M3/42034; H04M3/42042; H04M3/42059; H04M3/42085; H04M3/42102; H04M3/5232; H04M3/5233
Claims Analysis
Total Claims: 60
Claim 1
Independent Claim
94 words
A system configured to distribute a telephone call within a network, the system comprising: a distributor adapted to couple with a telephone system, the distributor being configured to connect a telephone call using the telephone system and output the telephone call and associated data of the telephone call; a plurality of customer service representative terminals connected with the distributor and a selected customer service representative terminal being configured to receive the telephone call and the associated data; and wherein the distributor is configured to output the telephone call subsequent to outputting the associated data.
Claim 2
Independent Claim
94 words
A system configured to distribute a telephone call within a network, the system comprising: a distributor adapted to couple with a telephone system, the distributor being configured to connect a telephone call using the telephone system and output the telephone call and associated data of the telephone call; a plurality of customer service representative terminals connected with the distributor and a selected customer service representative terminal being configured to receive the telephone call and the associated data; and wherein the distributor is configured to output the telephone call subsequent to outputting the associated data.
Claim 3
Dependent Claim
24 words
The system according to claim 1 wherein the distributor is configured to output the telephone call and the associated data to the telephone system.
Claim 4
Dependent Claim
33 words
The system according to claim 2 wherein the selected customer service representative terminal is adapted to connect with the telephone system and receive the telephone call and associated data from the telephone system.
Claim 5
Dependent Claim
24 words
The system according to claim 1 wherein the distributor is configured to chose the selected customer service representative terminal responsive to the associated data.
Claim 6
Dependent Claim
18 words
The system according to claim 1 wherein the associated data is accessed responsive to automatic caller identification information.
Claim 7
Dependent Claim
19 words
The system according to claim 1 wherein the associated data is accessed responsive to dialed number identification service information.
Claim 8
Dependent Claim
30 words
The system according to claim 1 wherein the distributor is configured to at least one of receive an inbound call and place an outbound call to connect the telephone call.
Claim 9
Dependent Claim
23 words
The system according to claim 1 wherein the distributor and some of the customer service representative terminals are implemented within a call center.
Claim 10
Dependent Claim
25 words
The system according to claim 1 further comprising plural simultaneous voice and data devices configured to couple the distributor and the customer service representative terminals.
Claim 11
Dependent Claim
102 words
A communication system comprising: a distributor configured to connect a communication, and output the communication and associated data corresponding to the communication; media configured to connect with the distributor and transport the communication and the associated data; a plurality of terminals individually configured to connect with the media and receive the communication and the associated data, and wherein the distributor is configured to direct the communication to a selected one of the plural terminals responsive to the associated data; and wherein the distributor is configured to direct the communication to the terminal responsive to the associated data being received within the terminal.
Claim 12
Dependent Claim
102 words
A communication system comprising: a distributor configured to connect a communication, and output the communication and associated data corresponding to the communication; media configured to connect with the distributor and transport the communication and the associated data; a plurality of terminals individually configured to connect with the media and receive the communication and the associated data, and wherein the distributor is configured to direct the communication to a selected one of the plural terminals responsive to the associated data; and wherein the distributor is configured to direct the communication to the terminal responsive to the associated data being received within the terminal.
Claim 13
Dependent Claim
22 words
The system according to claim 10 wherein the distributor is configured to select one of the terminals responsive to the associated data.
Claim 14
Dependent Claim
18 words
The system according to claim 10 wherein the distributor and the terminal are implemented within a call center.
Claim 15
Dependent Claim
17 words
The system according to claim 10 wherein the communication corresponds to a voice communication of an individual.
Claim 16
Dependent Claim
22 words
The system according to claim 13 wherein the distributor is configured to determine the associated data responsive to input from the individual.
Claim 17
Dependent Claim
24 words
The system according to claim 10 wherein the distributor is configured to determine the associated data responsive to identification data corresponding to the communication.
Claim 18
Dependent Claim
33 words
The system according to claim 11 wherein the media comprises a telephone system configured to transport the communication, and a packet switched network configured to transport the associated data using the telephone system.
Claim 19
Dependent Claim
14 words
The system according to claim 16 wherein the telephone system comprises a PSTN network.
Claim 20
Dependent Claim
24 words
The system according to claim 10 wherein the media is configured to transport the communication and the associated data over a single communication line.
Claim 21
Dependent Claim
16 words
The system according to claim 10 wherein the media includes plural simultaneous voice and data devices.
Claim 22
Dependent Claim
60 words
A communication system comprising: a distributor configured to connect a communication and output the communication and associated data corresponding to the communication; and a terminal connected with the distributor and configured to receive the communication and the associated data, the distributor and terminal being configured to synchronize application of the communication and associated data from the distributor to the terminal.
Claim 23
Dependent Claim
60 words
A communication system comprising: a distributor configured to connect a communication and output the communication and associated data corresponding to the communication; and a terminal connected with the distributor and configured to receive the communication and the associated data, the distributor and terminal being configured to synchronize application of the communication and associated data from the distributor to the terminal.
Claim 24
Dependent Claim
14 words
The system according to claim 20 further comprising plural terminals coupled with the distributor.
Claim 25
Dependent Claim
28 words
The system according to claim 21 wherein the distributor is configured to direct the communication to a selected one of the plural terminals responsive to the associated data.
Claim 26
Dependent Claim
28 words
The system according to claim 20 wherein the distributor is configured to direct the communication to the terminal responsive to the associated data being received within the terminal.
Claim 27
Dependent Claim
37 words
The system according to claim 20 wherein the terminal is configured to output an indication signal responsive to receiving the associated data, and the distributor is configured to output the communication responsive to receiving the indication signal.
Claim 28
Dependent Claim
16 words
The system according to claim 20 wherein the distributor is configured to determine the associated data.
Claim 29
Dependent Claim
39 words
The system according to claim 20 further comprising a telephone system configured to transport the communication intermediate the distributor and the terminal and a packet switched network configured to transport the associated data intermediate the distributor and the terminal.
Claim 30
Dependent Claim
14 words
The system according to claim 26 wherein the telephone system comprises a PSTN network.
Claim 31
Dependent Claim
22 words
The system according to claim 20 further comprising plural simultaneous voice and data devices configured to couple the distributor and the terminal.
Claim 32
Dependent Claim
21 words
The system according to claim 28 , wherein the distributor is configured to place an outbound communication to connect the call.
Claim 33
Independent Claim
205 words
A system configured to distribute a telephone call, the system comprising: a plurality of terminals configured to receive a telephone call and associated data corresponding to the telephone call; a communication server configured to receive the telephone call from an individual and provide associated data regarding the telephone call responsive to one of input from the individual and identification data corresponding to the telephone call, the communication server being configured to select one of the terminals responsive to the associated data and output the associated data and the telephone call to the selected terminal; the communication server and selected terminal being configured to synchronize the transmission of the associated data and telephone call from the communication server to the selected terminal with the communication server being configured to output the associated data to the selected terminal, the selected terminal being configured to output an indication signal to the communication server responsive to reception of the associated data, the communication server being configured to output the telephone call responsive to reception of the indication signal; and a simultaneous voice and data device configured to simultaneously transport the telephone call and the associated data via a single communication line intermediate the communication server and the selected terminal.
Claim 34
Independent Claim
205 words
A system configured to distribute a telephone call, the system comprising: a plurality of terminals configured to receive a telephone call and associated data corresponding to the telephone call; a communication server configured to receive the telephone call from an individual and provide associated data regarding the telephone call responsive to one of input from the individual and identification data corresponding to the telephone call, the communication server being configured to select one of the terminals responsive to the associated data and output the associated data and the telephone call to the selected terminal; the communication server and selected terminal being configured to synchronize the transmission of the associated data and telephone call from the communication server to the selected terminal with the communication server being configured to output the associated data to the selected terminal, the selected terminal being configured to output an indication signal to the communication server responsive to reception of the associated data, the communication server being configured to output the telephone call responsive to reception of the indication signal; and a simultaneous voice and data device configured to simultaneously transport the telephone call and the associated data via a single communication line intermediate the communication server and the selected terminal.
Claim 35
Dependent Claim
48 words
A communication method comprising: connecting a communication with a distributor; providing associated data corresponding to the communication; forwarding the associated data to a terminal; forwarding the communication to the terminal; and synchronizing the forwarding the associated data and the forwarding the communication using the distributor and the terminal.
Claim 36
Dependent Claim
48 words
A communication method comprising: connecting a communication with a distributor; providing associated data corresponding to the communication; forwarding the associated data to a terminal; forwarding the communication to the terminal; and synchronizing the forwarding the associated data and the forwarding the communication using the distributor and the terminal.
Claim 37
Dependent Claim
19 words
The communication method according to claim 31 further comprising distributing the communication to one of a plurality of terminals.
Claim 38
Dependent Claim
20 words
The communication method according to claim 32 further comprising selecting the one terminal responsive to the providing the associated data.
Claim 39
Dependent Claim
19 words
The communication method according to claim 32 further comprising forwarding the associated data and the communication to another terminal.
Claim 40
Dependent Claim
18 words
The communication method according to claim 32 further comprising establishing duplexed communications using the terminal and the distributor.
Claim 41
Dependent Claim
17 words
The communication method according to claim 32 wherein the providing comprises receiving associated data with the communication.
Claim 42
Dependent Claim
18 words
The communication method according to claim 32 wherein the providing comprises generating associated data responsive to the communication.
Claim 43
Dependent Claim
20 words
The communication method according to claim 32 wherein the forwarding the associated data comprises forwarding using a packet switched network.
Claim 44
Dependent Claim
18 words
The communication method according to claim 32 wherein the forwarding the communication comprises forwarding using a telephone system.
Claim 45
Dependent Claim
18 words
The communication method according to claim 32 wherein the forwardings comprise using a simultaneous voice and data device.
Claim 46
Dependent Claim
22 words
The communication method according to claim 32 wherein the connecting comprises one of receiving an inbound communication and connecting an outbound communication.
Claim 47
Independent Claim
82 words
A method of routing a telephone call to a customer service representative comprising: connecting a telephone call of a caller; providing associated data identifying the caller; selecting a customer service representative in response to the identified caller; opening a communications channel with the selected customer service representative; transferring the associated data identifying the caller to the customer service representative; and connecting the caller with the selected customer service representative after the selected customer service representative receives the associated data identifying the caller.
Claim 48
Independent Claim
82 words
A method of routing a telephone call to a customer service representative comprising: connecting a telephone call of a caller; providing associated data identifying the caller; selecting a customer service representative in response to the identified caller; opening a communications channel with the selected customer service representative; transferring the associated data identifying the caller to the customer service representative; and connecting the caller with the selected customer service representative after the selected customer service representative receives the associated data identifying the caller.
Claim 49
Dependent Claim
19 words
The method according to claim 42 wherein the providing the associated data is responsive to automatic number identification information.
Claim 50
Dependent Claim
20 words
The method according to claim 42 wherein the providing the associated data is responsive to dialed number identification service information.
Claim 51
Dependent Claim
13 words
The method according to claim 42 wherein the connecting comprises establishing duplexed communications.
Claim 52
Dependent Claim
17 words
The method according to claim 42 wherein the connecting the caller comprises using a packet switched network.
Claim 53
Dependent Claim
16 words
The method according to claim 42 wherein the connecting the caller comprises using a telephone system.
Claim 54
Dependent Claim
19 words
The method according to claim 42 wherein the connecting the caller comprises using a simultaneous voice and data device.
Claim 55
Dependent Claim
24 words
The method according to claim 42 wherein the connecting the telephone call comprises one of receiving an inbound communication and connecting an outbound communication.
Claim 56
Dependent Claim
40 words
The system according to claim 1 wherein the associated data corresponds to an individual placing the telephone call, and the distributor is configured to select the selected customer service terminal responsive to the associated data and corresponding to the individual.
Claim 57
Dependent Claim
38 words
The system according to claim 22 wherein the associated data corresponds to an individual placing the telephone call, and the distributor is configured to select the one terminal responsive to the associated data and corresponding to the individual.
Claim 58
Dependent Claim
40 words
The communication method according to claim 33 wherein the providing associated data comprises providing associated data corresponding to an individual placing the communication, and the selecting comprises selecting responsive to the providing the associated data and corresponding to the individual.
Claim 59
Dependent Claim
26 words
The communication method according to claim 31 wherein the synchronizing includes forwarding the communication to the terminal after the forwarding the associated data to the terminal.
Claim 60
Dependent Claim
24 words
The communication method according to claim 34 wherein the forwarding the communication is responsive to the reception of the associated data within the terminal.
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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) | 2007-03-09 | 2007-09-08 | 2008-03-09 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2011-03-09 | 2011-09-08 | 2012-03-09 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2015-03-09 | 2015-09-08 | 2016-03-09 | $7700.00 | Window Closed / Lapsed |