System and procedure for call centre communications
AssigneeOutservico Technologies, S.L.
InventorsJosé Luis Cantero Escolà, Alex Bisbe Tosat
Life of this patent
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Abstract
System that includes a web server (2) enabling the user to access, from a remote computer (5), several nodes (1) that include a primary node server (11), which is connected to: —a management database (12); —at least one PABX (13), —at least one video server (14); —and a number of representative rooms (15), where there is a telephone terminal (16) connected to one of the PABXs (13) and a webcam (17) or video camera connected to one of the video servers (14), enabling two-way voice transmission between the representative and the user, by means of telephone communication through the telephone terminal (16) and the telephone (4), and one-way transmission of video images from the webcam (17) to the user's remote computer (5).
Claims6
System for call centre communications between representatives and a user having a remote device (5) comprising:
- a plurality of nodes (1), each node disposed at respective locations;
- wherein each node (1) includes;
- a primary node server (11) connected to the Internet for access from a remote computer (5) by a user:
- a PABX (13) connected to said primary node server (11) and a standard land line or cell phone channel;
- a video server (14);
- a plurality of representative rooms (15) for representatives, each room including a computer device (18), a telephone terminal (16) for a respective representative connected to said PABXs (13), said PABX (13) providing telephone communication for said telephone terminal to the user using one of a landline and a cellphone communication systems;
- and a webcam (17) or video camera connected said video server;
- wherein said primary node server, said PABX and said computer device associated with one of said representatives cooperate in response to a command from said representative to establish two-way voice transmission between said representative and the user, by means of the telephone communication through the telephone terminal (16) in the representative room (15) and the user's landline (4) or mobile telephone, and one-way transmission from the webcam (17) or video camera in the representative room (15) to the user's remote computer (5).
Procedure for call centre communications system, initiated by filling in a form on a website, by an interested user said system including a plurality of nodes, each node including a node server (11), a PABX (13) connected to said node server, a video server connected to said node server (11) and at least one representative station manned by a representative and including a representative computer connected to said node server, a representative telephone connected to said PABX and a representative video camera connected to said video server comprising the steps of:
- Acquiring a user's telephone number (4) from the form by the website;
- Sending the telephone number (4) and details to the node server (11) associated with said website;
- Activating said PABX (13) to place a call between the user's telephone number (4);
- Once the connection between the PABX (13) and the user's telephone (4) has been established, transferring the call to a representative, using the aforementioned connection between the PABX (13) and the representative telephone terminal (16) to establish a bidirectional audio connection between the user and the representative over one of landline and a cellphone;
- Establishing by said node server (11) simultaneously with said audio connection a video connection through the video server (14) between the representative video camera associated with the video camera and the user's remote computer (5) in order to send images of the representative, through said webcam (17) to the user's remote computer screen, so that a conversation may take place.
Dependencies are inferred from the claim text.