US 6,188,762 B1 · Web call center/PSTN to TCPIP internet network

Abstract

A web call center system which provides automatic access to and retrieval of data from a remote or local web host by a call center operator upon receipt of a telephone call. The web call center includes a switch (PBX), a computer workstation, a telephone, a data link, a network server, computer/telephony integration (CTI) software, a network router, and application software to process the DNIS data and access the corresponding local application or web site data. In use, a call is received by the call center PBX, which routes the voice component to a telephone at a particular workstation location and the DNIS, ANI and Destination DN components, through its data link, to an external data link which, in turn, passes them to the network server wherein CTI software resides. The CTI software correlates the particular telephone to which the voice component of the telephone call was sent with the particular workstation where that telephone is located and sends the relevant DNIS, ANI and Destination DN components to that workstation. The DNIS component is processed, causing either a local application screen, with data residing on a local server or remote server, or a particular web site, with data residing on a local or remote web host, to “pop” (i.e., be automatically displayed) on the workstation screen.

Claims14

Dependent claims

A web call center system for integrating a telephone call center communication facility and a web site comprising:

a telephone switch for receiving and transmitting a plurality of telephone calls;
at least one workstation having a computer processor, a display and a memory for storing a plurality of processor implemented computer instructions;
a network server;
computer/telephony integration software for monitoring and controlling said telephone calls and interpreting DNIS data associated with said telephone calls to determine whether to display a local application or a web site on said display and to cause said local application or said web site to be displayed on said display, said computer/telephony integration software including a server portion stored on said network server and an application portion stored on said workstations;
at least one telephone for audio communication between a workstation operator and a person at a remote location associated with said telephone call;
interface means for interfacing said switch, said workstations, said network server and said telephones;
and
communication means for interfacing said workstations with a web site as directed by said telephone call DNIS data so that said web site is retrieved from a web host and displayed on said display of said workstation operator handling said telephone call.

5 more elements

A web call center system for integrating a telephone call center communication facility and a web site comprising:

a telephone switch for receiving and transmitting a plurality of telephone calls;
at least one workstation having a computer processor, a display and a memory for storing a plurality of processor implemented computer instructions;
a network server;
a mainframe computing system having a computer processor and a memory for storing a plurality of processor implemented computer instructions;
computer/telephony integration software for monitoring and controlling sad telephone calls and interpreting DNIS data associated with said telephone calls to determine whether to display a local application or a web site on said display and to cause said local application or said web site to be displayed on said display, said computer/telephony integration software including a server portion stored on said network server and an application portion stored on said mainframe computing system;
a telephone for audio communication between a workstation operator and a person at a remote location associated with said telephone call;
interface means for interfacing said switch, said workstations, said network server, said mainframe computing system and said telephones;
and
communication means for interfacing said workstations with a web site as directed by said telephone call DNIS data so that said web site is retrieved from a web host and displayed on said display of said workstation operator handling said telephone call.

6 more elements

A web call center system for integrating a telephone call center communication facility and a web site comprising:

a telephone switch for receiving and transmitting a plurality of telephone calls;
at least one workstation having a computer processor, a display and a memory for storing a plurality of processor implemented computer instructions;
a network server;
a mainframe computing system having a computer processor and a memory for storing a plurality of processor implemented computer instructions;
computer/telephony integration software for monitoring and controlling telephone calls and interpreting DNIS data associated with said telephone calls to determine whether to display a local application or a web site on said display and to cause said local application or said web site to be displayed on said display, said computer/telephony integration software including a server portion stored on said network server and an application portion stored on said mainframe computing system;
a telephone for audio communication between a workstation operator and a person at a remote location associated with said telephone call;
a data link for interfacing said switch, said workstations and said telephones, said data link supporting transport control protocol/internet protocol (TCP/IP);
and
communication means for interfacing said workstation with a web site as directed by said telephone call DNIS data so that said web site is retrieved from a web host and displayed on said display of said workstation operator handling said telephone call.

6 more elements

Dependencies are inferred from the claim text.

Web call center/PSTN to TCPIP internet network

Life of this patent

Web call center/PSTN to TCPIP internet network

Life of this patent

Abstract

Claims14