Apparatus and methods for coordinating internet protocol telephone and data communications

US6625139B2 · kind B2 · utility

Assignee

• Genesys Telecommunications Laboratories, Inc. · US

Inventors

• Alec Miloslavsky · Hillsborough, US
• Jason Goecke · San Francisco, US
• Vladimir N. Deryugin · Pleasant Hill, US
• Dmitry A. Torba · San Bruno, US
• Igor Neyman · Palo Alto, US
• Oleg Turovsky · San Francisco, US

Key dates

• Filing date: Jan 22, 1998
• Grant date: Sep 23, 2003
• Expiry date: Jan 22, 2018

Classification

• Technology area (CPC Y): Emerging Cross-Sectional Technologies
• CPC primary: Y10S379/90
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A telephony call center system comprises an Internet connection adapted for receiving data from a WEB server, the data originating from the computer platform of a person browsing the Internet, including data identifying the browsing person, such as a telephone number, an IP address or the like, and indicating to the WEB server a desire of the browsing person to communicate with an agent at the call center. The communication desired may be (a) a request for an agent at the call center to receive a call from the browsing person, or (b) a request for a call to be placed to the browsing person from the call center. In both (a) and (b) the practical result is a telephone conference between the browsing person and an agent at the call center. In the first instance (a), in response to the data from the WEB server to the call center, the call center provides to the WEB server, for transfer to the browsing person via the Internet, necessary data for the browsing person to place an Internet Protocol Network Telephony (IPNT) call to the browsing person, utilizing Internet Telephony software at the browsing person's PC. The call center selects an agent, and initiates a watch for an arriving IP…