Method and system for coordinating data and voice communications via customer contact channel changing system
First Claim
Patent Images
1. In a communications system comprising a server on a network, means for connecting the server to at least one computer in a remote customer premises, a help channel and a call centre connected to the help channel connectable through the public switched telephone network to a telephone in the customer premises, a method for the customer to obtain help in relation to a page from the server displayed by the computer comprising the steps:
- a) the customer selecting a remote help option from the page;
b) the customer preparing a help request form comprising the number of the customer'"'"'s telephone;
c) the system transferring the help request to the call centre; and
d) the call centre setting up a call over the public switched telephone network between the customer telephone and the help channel.
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0 Petitions
Accused Products
Abstract
This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call centre ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web ) servers. The world wide web servers are used to allow customers with computer equipment to access information from an organizations databases in a self service mode. Frequently these customers have questions best answered by human ACD agents. With this invention the connection between the customer with the question and the agent with the answer is done quickly and efficiently with both parties sharing screens of common information. Also control is retained by the customer to make the call happen when they want it.
54 Citations
36 Claims
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1. In a communications system comprising a server on a network, means for connecting the server to at least one computer in a remote customer premises, a help channel and a call centre connected to the help channel connectable through the public switched telephone network to a telephone in the customer premises, a method for the customer to obtain help in relation to a page from the server displayed by the computer comprising the steps:
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a) the customer selecting a remote help option from the page;
b) the customer preparing a help request form comprising the number of the customer'"'"'s telephone;
c) the system transferring the help request to the call centre; and
d) the call centre setting up a call over the public switched telephone network between the customer telephone and the help channel. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. In a communications system comprising a server on a network, means for connecting the server to at least one computer in a remote customer premises, a help channel and a call centre connected to the help channel connectable through the information network to the computer, a method for the customer to obtain help in relation to a page from the server displayed by the computer comprising the steps:
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a) the customer selecting a remote help option from the page;
b) the customer computer automatically preparing a help request form comprising a network address;
c) the system automatically transferring the help request to the call centre; and
d) the call centre setting up a virtual audio channel on the data network between the channel and the customer computer. - View Dependent Claims (13)
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14. In a communications system comprising a server on a network, means for connecting the server to at least one of either a computer or a set-top box and television in a remote customer premises, a help channel and a call centre connected to the help channel connectable through the public switched telephone network to a telephone in the customer premises, a method for the customer to obtain help in relation to a page from the server displayed by the computer comprising the steps:
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a) the customer selecting a remote help option from the page;
b) the customer set-top box or computer signalling a telephone switch to ring the customers telephone line (with a normal ring or a distinctive ring) in response to the customer selecting the help option;
c) the telephone switch dialing the call centre automatically when the customer picks up the handset; and
d) the call centre transferring the call to the help channel. - View Dependent Claims (15, 16, 17, 18)
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19. In a communications system comprising a server on a network, means for connecting the server to at least one computer in a remote customer premises, a help channel and a call centre connected to the help channel connectable through the public switched telephone network to a telephone in the customer premises, a method for the customer to obtain help in relation to a page from the server displayed by the computer comprising the steps:
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a) the customer selecting a remote help option from the page;
b) the customer computer automatically passing a help phone number listed within the page to communications software running on the customer'"'"'s computer; and
c) the communications software dialing the help phone number with a modem and line connected to the customer'"'"'s computer and telephone;
whereby a voice connection is established between the customer telephone and the help channel. - View Dependent Claims (20, 21, 22, 23, 24)
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25. In a communications system comprising a server on a network, means for connecting the server to at least one computer equipped with an SVD (simultaneous voice data) modem in a remote customer premises, a help channel comprising a live agent workstation equipped with at least one computer equipped with an SVD modem, and a call centre connected to the help channel, a method for the customer to obtain help in relation to a page from the server displayed by the computer comprising the steps:
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a) establishing a voice connection between a customer telephone and an agent telephone over the PSTN;
b) the agent connecting the agent computer to the server if not already connected;
c) the customer disconnecting the customer computer from the server if connected unless equipped to handle more than one connection;
d) both the customer and ACD agent activating their SVD (Simultaneous Voice Data) Modems (or ISDN units) such that data and voice connections are established where previously only a voice connection existed in such a way that the agent who is already connected to the desired server acts as a host and the caller acts as a remote connected to the agent'"'"'s host and in communication with the host over the data portion of the connection and the caller is able to view the same pages as the agent, and the agent can provide the caller with assistance by walking the customer through the information from the server, and discuss it over the voice connection. - View Dependent Claims (26, 27)
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28. A communications system comprising a server on a network, means for connecting the server to at least one computer in a remote customer premises, a help channel and a call centre connected to the help channel connectable through the public switched telephone network to a telephone in the customer premises, further comprising:
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a) means for the customer to browse on the computer a page provided by the server;
b) means for the customer to select remote help on the computer;
c) means for presenting on a screen of the computer a help request form to be completed by the customer comprising the customer'"'"'s telephone number;
d) means for transferring the help request form to the call centre;
e) means for the call centre to place calls between the help channel and the customer'"'"'s telephone over the PSTN in response to the help requests. - View Dependent Claims (29, 30, 31)
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32. A communications system comprising a server on a network, means for connecting the server to at least one computer or set-top box and television in a remote customer premises, a help channel and a call centre connected to the help channel connectable through the PSTN to a telephone having a handset in the customer premises, further comprising:
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a) means for the customer to view a page of information from the server on the computer or television;
b) means for the customer to request remote help;
c) means for the customer'"'"'s set-top box to signal to a telephone switch to ring the customers telephone (with a distinctive ring) whereupon the switch dials the channel automatically when the customer picks up the handset. - View Dependent Claims (33)
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34. A communications system comprising a server on a network, means for connecting the server to at least one computer or set-top box and television in a remote customer premises, a help channel and a call centre connected to the help channel connectable through the PSTN to a telephone having a handset in the customer premises, further comprising:
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a) means for the customer to view a page of information from the server on the computer or television;
b) means for the customer to request live help;
c) means for the customer computer or set-top box to signal to a telephone switch to ring a customers telephone line (with a distinctive ring) whereupon the switch dials the agent automatically when the customer picks up the handset.
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35. A communications system comprising a server on a network, means for connecting the server to at least one computer or set-top box and television in a remote customer premises, a help channel and a call centre connected to the help channel connectable through the PSTN to a telephone having a handset in the customer premises, further comprising:
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a) means for the customer to view a page of information from the server on the computer or television;
b) means for the customer to request live help;
c) customer modem connected to both the customer telephone and the customer computer capable of making telephone calls connecting the telephone to telephone numbers provided by the computer;
d) means for the customer'"'"'s computer to communicate a telephone number of a help channel provided within the page of information to the customer modem, and to initiate a telephone call over the PSTN from the modem to the call centre, thus establishing a connection between the customer'"'"'s telephone and the call centre; and
e) means for the call centre to transfer the call to the help channel.
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36. A communications system comprising a server on a network, means for connecting the server to at least one computer in a remote customer premises, a help agent workstation comprising a computer and telephone, and a call centre connected to the help agent work station and connectable through the public switched telephone network to a telephone and the computer in the customer premises, further comprising:
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a) means for the customer to browse on the computer a page provided by the server;
b) means for the customer to select remote help on the computer;
c) means for presenting on a screen of the computer a help request form to be completed by the customer comprising the customer'"'"'s telephone number;
d) means for transferring the help request form to the call centre;
e) means for the call centre to place calls between the help channel and the customer'"'"'s telephone over the PSTN;
f) customer remote control software and SVD (simultaneous voice data) modem connected to the customer computer and the customer telephone;
g) agent remote control software and SVD modem connected to the agent computer and the agent telephone;
h) means for the agent computer to be connected to the server;
whereby both the caller and ACD agent may activate their SVD modems such that data and voice connections are established where previously only a voice connection existed and in such a way that the agent who is already connected to the desired server acts as a host and the caller acts as a remote connected to the agent'"'"'s host and in communication with the host over the data portion of the connection and the caller is able to view the identical pages as the agent, and the agent can provide the caller with assistance by walking the customer through the information from the server, and discuss it over the voice connection.
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Specification
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Current AssigneePragmatus Telecom LLC (Pragmatus)
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Original AssigneeInnovatia, Inc.
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InventorsKierstead, Bruce Edward, Bateman, Thomas Howard, Lockett, John Alan, Curry, Timothy Lee, Mersereau, Laurie Edward, Ouellette, Robert James, Noble, William Alexander(Sandy)
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Granted Patent
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Time in Patent OfficeDays
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Field of Search
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US Class Current710/6
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CPC Class CodesG06F 16/957 Browsing optimisation, e.g....H04L 67/02 based on web technology, e....H04L 69/329 in the application layer [O...H04L 9/40 Network security protocolsH04M 11/06 Simultaneous speech and dat...H04M 2242/22 Automatic class or number i...H04M 3/42042 Notifying the called party ...H04M 3/42102 Making use of the called pa...H04M 3/42195 Arrangements for calling ba...H04M 3/42323 PBX's with CTI arrangementsH04M 3/48 Arrangements for recalling ...H04M 3/493 Interactive information ser...H04M 3/4938 comprising a voice browser ...H04M 3/51 Centralised call answering ...H04M 3/5125 with remote located operatorsH04M 3/5158 in combination with automat...H04M 3/5166 in combination with interac...H04M 3/5191 interacting with the InternetH04M 3/523 with call distribution or q...H04M 3/5231 with call back arrangementsView All
