Videoconference with a call center
OwnerTimothy D. Knightinventor
Life of this patent
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Abstract
A videoconference system uses an Internet Protocol (IP) based communication channel for a video portion of the videoconference and uses a Public Switched Telecommunication Network (PSTN) as an audio communication channel for an audio portion of the videoconference. The videoconference system uses a digital communication channel for a video portion of the videoconference and uses a Public Switched Telecommunication Network (PSTN) as an audio communication channel for an audio portion of the videoconference and the system integrates with an automatic call distribution system of a call center. The digital based communication channel may be used for data communication. The videoconference system may interface with a database that stores customer information.
Claims49
A method for establishing a videoconference between a customer system having a corresponding customer computer and a corresponding customer telephone, and a call center system having a corresponding call center telephone and a corresponding call center computer, comprising:
- receiving, from the customer computer, a request for a videoconference, an identification of a customer telephone, and an identification of the customer computer;
- determining an identification of the call center computer;
- establishing a video communication channel between the customer computer and the call center computer based on the identification of the customer computer and the identification of the call center computer;
- and
- causing establishment of an audio communication channel between the customer telephone and the call center telephone based on the identification of the customer telephone,
- wherein the videoconference is provided with the video portion thereof communicated through the video communication channel and with the audio portion thereof communicated through the audio communication channel.
A method for providing a videoconference between a customer system having a corresponding customer computer and a corresponding customer telephone, and a call center system having a corresponding call center telephone and a corresponding call center computer, comprising:
- providing a video Internet Protocol communication channel between the customer computer and the call center computer;
- and
- providing an audio communication channel between the customer telephone and the call center telephone via a public switched telephone network, the videoconference proceeding with an audio portion thereof communicated through the audio communication channel and the video portion thereof communicated through the video Internet Protocol communication channel.
A method for providing a videoconference between a customer system having a corresponding customer computer and a call center system having a corresponding call center computer, comprising:
- selecting a call center computer from a plurality of call center computers via automatic call distribution;
- and
- providing a video and audio Internet Protocol communication channel between the customer computer and the call center computer, the videoconference proceeding with an audio and video portion thereof communicated through the audio and video Internet Protocol communication channel.
An integration system for videoconferencing between a customer system having a corresponding customer computer and a corresponding customer telephone, and a call center system having a corresponding call center telephone and a corresponding call center computer, comprising:
- a videoconference and call management server in communication with the customer computer and the call center system;
- and
- an integration server in communication with the customer computer and the videoconference and call management server;
- wherein upon the integration server receiving a request for a videoconference, the integration server, the videoconference and call management server cause establishment of an audio communication channel between the customer telephone and the call center telephone, and cause establishment of a video communication channel between the customer computer and the call center computer.
A system for videoconferencing between a customer system having a corresponding customer computer and a corresponding customer telephone, and a call center system having a corresponding call center telephone and a corresponding call center computer, comprising:
- an integration system, comprising:
- a videoconference and call management server in communication with the customer computer;
- and
- an integration server in communication with the customer computer and the videoconference- and call management server, and
- a call center system, comprising:
- a phone switch having automatic call distribution, the phone switch in communication with the call center telephone;
- and
- a computer telephony server in communication with the phone switch, the call center computer, and the integration system.
A computer-readable medium having computer-executable instructions thereon for establishing a videoconference between a customer system having a corresponding customer computer and a corresponding customer telephone, and a call center system having a corresponding call center telephone and a corresponding call center computer, the computer-executable instructions when executed on a processor causing the processor to perform the following:
- receiving, from the customer computer, a request for a videoconference, an identification of a customer telephone, and an identification of the customer computer;
- determining an identification of the call center computer;
- establishing a video communication channel between the customer computer and the call center computer based on the identification of the customer computer and the identification of the call center computer;
- and
- causing establishment of an audio communication channel between the customer telephone and the call center telephone based on the identification of the customer telephone, the videoconference proceeding with an audio portion thereof communicated through the audio communication channel and the video portion thereof communicated through the video communication channel.
A computer-readable medium having computer-executable instructions thereon for providing a videoconference between a customer system having a corresponding customer computer and a corresponding customer telephone and a call center system having a corresponding call center telephone and a corresponding call center computer, the computer-executable when executed on a processor causing the processor to perform the following:
- providing a video Internet Protocol communication channel between the customer computer and the call center computer;
- and
- providing an audio communication channel between the customer telephone and the call center telephone via a public switched telephone network, the videoconference proceeding with an audio portion thereof communicated through the audio communication channel and the video portion thereof communicated through the video Internet Protocol communication channel.
A computer-readable medium having computer-executable instructions thereon for providing a videoconference between a customer system having a corresponding customer computer and a call center system having a corresponding call center computer, the computer-executable when executed on a processor causing the processor to perform the following:
- selecting the call center computer from a plurality of call center computers via automatic call distribution;
- and
- providing a video and audio Internet Protocol communication channel between the customer computer and the call center computer, the videoconference proceeding with an audio and video portion thereof communicated through the audio and video Internet Protocol communication channel.
Dependencies are inferred from the claim text.