U.S. patent application number 10/022304 was filed with the patent office on 2002-05-09 for integrated communication center functionality for wap devices.
Invention is credited to Miloslavsky, Alec.
Application Number | 20020054579 10/022304 |
Document ID | / |
Family ID | 26868524 |
Filed Date | 2002-05-09 |
United States Patent
Application |
20020054579 |
Kind Code |
A1 |
Miloslavsky, Alec |
May 9, 2002 |
Integrated communication center functionality for WAP devices
Abstract
A wireless access protocol service provider (WAP-SP), providing
access to Internet data for WAP-enabled appliances is enhanced with
software for facilitating telephone calls, enabling, for example,
connection of a user of the WAP-enabled appliance, communicating
with a Web site through the WAP-SP, to an agent of an enterprise
that hosts the Web site.
Inventors: |
Miloslavsky, Alec; (San
Carlos, CA) |
Correspondence
Address: |
CENTRAL COAST PATENT AGENCY
PO BOX 187
AROMAS
CA
95004
US
|
Family ID: |
26868524 |
Appl. No.: |
10/022304 |
Filed: |
December 14, 2001 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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10022304 |
Dec 14, 2001 |
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09549449 |
Apr 14, 2000 |
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60172848 |
Dec 10, 1999 |
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Current U.S.
Class: |
370/328 ;
370/352 |
Current CPC
Class: |
H04L 69/329 20130101;
H04M 3/5191 20130101; H04L 9/40 20220501; H04W 40/00 20130101; H04L
67/04 20130101; H04M 2207/206 20130101 |
Class at
Publication: |
370/328 ;
370/352 |
International
Class: |
H04Q 007/00 |
Claims
What is claimed is:
1. An Internet-connected wireless access protocol service provider
(WAP-SP), comprising: a wireless communication interface for
communicating with a WAP enabled appliance; a telephony
communication interface; and a software suite; characterized in
that the software suite presents an interface to a user at the
WAP-enabled appliance, enabling the user to initiate a call, and
then routes the call according to pre-programmed rules in response
to the user initiation.
2. The WAP-SP of claim 1 wherein the telephony interface is an
Internet connection, and the calls placed and routed are IPNT calls
in the Internet.
3. The WAP-SP of claim 1 further comprising a connection-oriented
switched-telephony (COST) trunk line into a public-switched
telephony network (PSTN), wherein the calls placed and routed are
calls in the PSTN.
4. The WAP-SP of claim 1 wherein the WAP-SP further comprises a
data repository wherein user data is stored, and wherein, in
placing calls data associated to the user initiating the call is
retrieved and sent along with the call.
5. The WAP-SP of claim 1 further comprising a CTI link and a CTI
processor connected to the CTI link, wherein at least the routing
portions of the software execute on the CTI processor.
6. The WAP-SP of claim 5 wherein the CTI processor comprises a
separate data network link other than the telephony communication
interface, the separate link to at least one call destination for
routing telephony calls initiated by the user.
7. A system for routing telephony calls initiated by a user of a
wireless application protocol (WAP)-enabled device, comprising: a
software-enhanced WAP service provider (WAP-SP) connected to the
Internet, connected by WAP protocol to the WAP-enabled device, and
connected to a telephony network; an Internet-connected server
hosted by an enterprise; and a call center connected to the
telephony network and hosted by the enterprise; characterized in
that the WAP-SP, by virtue of the software enhancement, enables the
user to request a telephony connection to the call center, and
routes the requested call via the telephony network to the call
center.
8. The system of claim 7 wherein the telephony network is the
Internet, the calls routed are Internet-protocol network telephony
(IPNT) calls, and the call-center is enabled to handle IPNT
calls.
9. The system of claim 7 wherein the telephony network is a public
switched telephone network (PSTN) and the call center is enabled to
handle PSTN calls.
10. The system of claim 7 wherein the call center comprises a
telephony switch connected to a first CTI processor, the WAP-SP is
connected to a second CTI processor, the WAP-SP is connected to a
public-switched telephone (PSTN) network having a network level
switch, and the first and second CTI processors are connected by a
dedicated data link separate from any telephony connection.
11. The system of claim 10 wherein data associated with the user is
transferred over the dedicated data link to the call center
parallel to a call routed via the telephony network.
12. The system of claim 10 further comprising a third CTI processor
connected to the network-level switch, and wherein the three CTI
processors are interconnected by the dedicated data link.
13. The system of claim 12 wherein the call center further
comprises an IPNT data router connected to the Internet for routing
IPNT calls to agent stations, and the IPNT data router is connected
to a fourth CTI processor interconnected with the first, second and
third data routers by the dedicated data link.
14. A method for placing a telephony call by a user of a
WAP-enabled appliance to a call center hosted by a host of a WEB
service, comprising steps of: (a) connecting to a hosted WEB
service by the WAP-enabled appliance through a wireless-application
protocol service provider (WAP-SP); (b) initiating a call by the
user at the WAP-enabled appliance through an interface provided by
the WAP-SP; and (c) placing the call to a call center hosted by the
host of the Web service through a telephony network connected to
the WAP-SP.
15. The method of claim 14 wherein, n step (c) the telephony
network is the Internet, and calls placed are Internet Protocol
Network Telephony calls.
16. The method of claim 14 wherein, in step (c), the telephony
network is a connection-oriented switched-telephony (COST) network,
and the calls placed and routed are calls in the COST network.
17. The method of claim 14 further comprising a step (d) for
retrieving data associated with the user from a data store
accessible to the WAP-SP, and forwarding the data with the
call.
18. The method of claim 14 wherein telephony functions are provided
by software executing on a CTI processor connected by a CTI link to
the WAP-SP.
19. The method of claim 18 wherein the CTI processor comprises a
separate data network link, other than the telephony network, to a
CTI processor at the call center, and further comprising a step (d)
for retrieving data associated with the user from a data store
accessible to the WAP-SP, and forwarding the data with the call
over the separate data network link..
Description
CROSS REFERENCE TO RELATED DOCUMENTS
[0001] This application claims priority to provisional application
serial No. 60/172,848 filed Dec. 10, 1999.
FIELD OF THE INVENTION
[0002] The present invention is in the field of telephony
communication over dedicated and shared networks including wireless
networks, and pertains more particularly to methods and apparatus
for integrating wireless application protocol (WAP)-compliant
communication devices to communication center routing and service
functions.
BACKGROUND OF THE INVENTION
[0003] As Computer Integrated Telephony (CIT) systems become more
sophisticated, and multimedia communication becomes more pervasive,
increasingly sophisticated call centers are being developed wherein
multimedia communication of many sorts is used by agents in
addition to conventional telephony techniques. Companies are
developing multimedia communication methods and are beginning to
integrate these methods within the call center environment. These
developments have produced a new breed of multimedia agent to
handle communication with the aid of advanced
software-communications programs. Agents within call centers who
once handled only telephone communications are now required to
handle a variety of communications such as, but not limited to
E-mail, Video mail, Video calls, and data network calls such as
Internet protocol telephony (IPT) calls.
[0004] A multimedia agent for purposes of this specification is an
agent in a call center charged with handling various communications
transactions, and who has access to multi-communication mediums,
hence, the term multimedia. A multimedia agent may work in a call
center set up for technical service, sales, management, or for any
other purpose for which call centers are used.
[0005] As described above, many of the newer mediums of
communication that may be employed by a multimedia agent involve
some type of computer integration. In such call centers agents are
typically provided with computerized workstations, including a
computer, which may be a personal computer, and a video display
unit, hereinafter PC/VDU. In such call centers known to the present
inventor, the agents' PC/VDUs are interconnected on a local area
network (LAN), which may also connect to one or more processors in
turn connected to a telephony switch to which the agents telephones
are connected. Through sophisticated computer techniques integrated
with the requisite hardware, multimedia capability for the agents
is achieved.
[0006] A multimedia agent working in a call center such as
described above is assigned to a workstation as described, and the
workstation, together with software accessible on the LAN presents
graphic user interfaces (GUIs) for displaying information relating
to each communication transaction handled by that particular agent.
For example, along with normal phone capabilities, the agent may be
capable of sending and receiving E-mail, Video mail, and the like.
Video conferencing may also be a part of an agent's transaction
protocol. Similarly, a caller to such an agent may have a PC
connected on-line, or to a network accessible to the agents, and
thus be enabled to send and receive E-mail, video calls, or any
other multimedia communication that the agent may host. As well,
callers may be accessing the agent from a normal analog telephone
where only voice mail capabilities and conventional telephony audio
services are utilized.
[0007] Call routing to and within call centers involves
computerized platforms and software dedicated to directing a caller
to an appropriate agent for the purpose of fulfilling the purpose
of the caller. Such routing is known to the present inventor as
agent-level call routing. Routing of calls, then, may be on several
levels. Pre-routing may be done at Service Control Points (SCPs)
and further routing may be, and typically is, accomplished at
individual call centers. A call center typically involves a central
switch, which may be, for example, a Private Branch Exchange (PBX),
or PSTN switch. The central switch is connected to the
public-switched telephone network (PSTN), as is well-known in the
art. Agents, trained to handle customer service, occupy agent
stations connected by telephone lines to the central switch, and
connected in this example to file servers and the like on a LAN. In
more advanced call centers, more appropriately termed communication
centers, callers may be practicing data network telephony (DNT)
wherein an IP router is provided within the communication center
and functions much like a central telephony switch. IP calls are
routed to agents PC's or DNT capable telephones using rules similar
to connection oriented switched telephony (COST).
[0008] As described above, multimedia communication methods are
emerging as applicable methods of communication within call
centers. For example, E-mail programs, video calls, IPT calls, and
the like can be utilized by agents in addition to voice mail and
more conventional connection. In some cases agents are also
connected to the Internet for purposes of communicating with other
agents, accessing additional information not hosted in the call
center, or even for the purpose of contacting or responding to
Internet-sourced inquiries. It is to such multimedia-capable
communication centers that the present invention is addressed.
[0009] An emerging technology known in the art as wireless
application protocol (WAP) has been developed for the purpose of
enabling users operating certain wireless communication devices to
access and interact with the well-known Internet network or other
DPN's in a more optimized fashion. WAP protocol is a joint
development of a consortium of companies representing the arts of
telephony, Internet access, wireless communication, and device
manufacture. The purpose is to facilitate small, wireless
communication devices such as a cell-phones, hand-held computers
like the Palm Pilot.TM., paging devices, or other such devices to
interact with the Internet network, through proxy in most cases,
and to download data that is maximized for use on the specific
requesting device.
[0010] Data that is delivered from the Internet over a wireless
network to WAP-compliant devices by WAP protocol may be presented
in a variety of device and network-specific formats designed to
optimize functionality over the relatively low bandwidth
connections typical of wireless networks. For example, micro
WEB-browsers are employed in WAP-compliant devices wherein special
versions of hypertext markup-language (HTML), which are known in
the art and understood by the browser may be used to provide
optimum data-access capabilities and data-display modes according
to device-specific rules and parameters. One of these protocols is
WML. These sub-protocols are included into WAP protocol as a whole
to produce a standardized application, which is periodically
expanded with development of new communication protocols and
integration of new types of devices and wireless network
technologies.
[0011] WAP is designed in part for enhancing multi-media
communication between devices operating on wireless telephony
networks and sources of information stored on Internet-connected
servers, an Intranet, or other data-packet-networks (DPN). The
inventor has discovered that there is currently no method or
apparatus for integrating WAP functionality with communication
center routing and data service functions.
[0012] What is clearly needed is a method and apparatus that allows
a seamless and enhanced integration between users operating
WAP-compliant devices and communication centers connected to or
affiliated with data-network-based services whereby additional
information about users may be passed to such service centers for
improved routing. Such integration would allow a user to receive
personalized customer care from a live agent within a communication
center in relation to a user-initiated WAP transaction, in many
cases, during transaction of such services.
SUMMARY OF THE INVENTION
[0013] In a preferred embodiment of the present invention an
Internet connected wireless access protocol service provider
(WAP-SP) is provided, comprising a wireless communication interface
for communicating with a WAP-enabled appliance; a telephony
communication interface; and a software suite. The WAP-SP is
characterized in that the software suite presents an interface to a
user at the WAP-enabled appliance, enabling the user to initiate a
call, and then routes the call according to pre-programmed rules in
response to the user initiation,
[0014] In one embodiment the telephony interface is an Internet
connection, and the calls placed and routed are IPNT calls in the
Internet. In another there is a connection-oriented
switched-telephony (COST) trunk line into a public-switched
telephony network (PSTN), and the calls placed and routed as calls
in the PSTN.
[0015] In a preferred embodiment there is a data repository wherein
user data is stored, and, in placing calls, data associated to the
user initiating the call is retrieved and sent along with the call.
In some embodiments there is CTI link and a CTI processor connected
to the CTI link, and at least the routing portions of the software
execute on the CTI processor. The CTI processor may comprise a
separate data network link other than the telephony communication
interface, the separate link to at least one call destination for
routing telephony calls initiated by the user.
[0016] In another aspect of the invention a system for routing
telephony calls initiated by a user of a wireless application
protocol (WAP)-enabled device is provided, comprising a
software-enhanced WAP service provider (WAP-SP) connected to the
Internet, connected by WAP protocol to the WAP-enabled device, and
connected to a telephony network; an Internet connected server
hosted by an enterprise; and a call center connected to the
telephony network and hosted by the enterprise. The system is
characterized in that the WAP-SP, by virtue of the software
enhancement, enables the user to request a telephony connection to
the call center, and routes the requested call via the telephony
network to the call center.
[0017] In some cases of the system the telephony network is the
Internet, the calls routed are Internet-protocol network telephony
(IPNT) calls, and the call-center is enabled to handle IPNT calls.
In some other cases the telephony network is a public switched
telephone network (PSTN) and the call center is enabled to handle
PSTN calls. In still other cases both networks are available for
routing calls.
[0018] In some embodiments of the system the call center comprises
a telephony switch connected to a first CTI processor, the WAP-SP
is connected to a second CTI processor, the WAP-SP is connected to
a public-switched telephone (PSTN) network having a network level
switch, and the first and second CTI processors are connected by a
dedicated data link separate from any telephony connection. Data
associated with the user may be transferred over the dedicated data
link to the call center parallel to a call routed via the telephony
network.
[0019] In some embodiments there may be a third CTI processor
connected to the network-level switch, wherein the three CTI
processors are interconnected by the dedicated data link. In some
of these embodiments the call center further comprises an IPNT data
router connected to the Internet for routing IPNT calls to agent
stations, and the IPNT data router is connected to a fourth CTI
processor interconnected with the first, second and third data
routers by the dedicated data link.
[0020] In another aspect of the invention a method for placing a
telephony call by a user of a WAP-enabled appliance to a call
center hosted by a host of a WEB service is provided, comprising
steps of (a) connecting to a hosted WEB service by the WAP-enabled
appliance through a wireless-application protocol service provider
(WAP-SP); (b) initiating a call by the user at the WAP-enabled
appliance through an interface provided by the WAP-SP; and (c)
placing the call to a call center hosted by the host of the Web
service through a telephony network connected to the WAP-SP.
[0021] In some embodiments of the method, in step (c) the telephony
network is the Internet, and calls placed are Internet Protocol
Network Telephony calls. In other embodiments the telephony network
is a connection-oriented switched-telephony (COST) network, and the
calls placed and routed are calls in the COST network.
[0022] In further embodiments of the method a step (d) is provided
for retrieving data associated with the user from a data store
accessible to the WAP-SP, and for forwarding the data with the
call. In some embodiments there is a CTI processor connected by a
CTI link to the WAP-SP, and at least some telephony functions are
provided by software executing on the CTI processor. The CTI
processor may have a separate data network link, other than the
telephony network, to a CTI processor at the call center, and a
step (d) is provided for retrieving data associated with the user
from a data store accessible to the WAP-SP, and forwarding the data
with the call over the separate data network link.
[0023] In embodiments of the present invention, taught in enabling
detail below, for the first time, users of WAP-enabled devices,
communicating with Web sites through a WAP service provider, are
enabled to place telephone calls to agents of the host of the Web
site.
BRIEF DESCRIPTION OF THE DRAWING FIGURES
[0024] FIG. 1 is a general overview of a communications network and
communications center integrated with WAP and enhanced routing
functionality according to an embodiment of the present
invention.
[0025] FIG. 2 is a block diagram illustrating various interaction
paths or routes of communication possible between WAP users and the
communication center of FIG. 1 according to an embodiment of the
present invention.
[0026] FIG. 3 is a block diagram illustrating call/data
initialization and transfer capabilities of a WAP Service Provide
shown in of FIGS. 1 and 2 according to an embodiment of the present
invention.
[0027] FIG. 4 is a process flow diagram illustrating logical steps
for integrated communication center interaction with a WAP user
according to an embodiment of the present invention.
DESCRIPTION OF THE PREFERRED EMBODIMENTS
[0028] FIG. 1 is a general overview of a communications network 9
and communications center 17 integrated with WAP services and
enhanced routing functionality according to an embodiment of the
present invention. Communications network 9 comprises an Internet
network 11, a wireless communication network 15, a
connection-orientated switched-telephony (COST) network 13 and a
communication center 17.
[0029] Internet 11 may be any type of data packet network (DPN)
other than the Internet as long as the appropriate communication
protocols are enabled. Examples include a corporate or private wide
area network (WAN), local area network (LAN) and so on. The
Internet network is chosen in this example as a preferred medium
because of a large public access characteristic, which lends
practicality in the practice of the present invention.
[0030] An Internet backbone 25 is illustrated within Internet 11
and is intended to represent the many connection points, lines and
sub-nets making up the Internet network as a whole in a global
sense. Two WEB servers (WS) 19 and (WS) 21 are illustrated within
Internet 11 and shown connected to backbone 25, representing the
wide assortment of Internet-connected servers in the Internet
domain. Servers 19 and 21 represent WEB-based services such as,
perhaps a banking service and an airline service. There are many
variant possibilities. Servers 19 and 21 are enabled to serve
electronic information pages termed WEB pages in the art as well as
provide interactive services such as ordering products, booking
airline flights, banking services, or any other services provided
by the server hosting enterprises. Servers 19 and 21 are assumed in
this example to be hosted by communication center 17.
[0031] WEB-services provided by servers 19 and 21 are, as known in
the art, available to users operating appropriate Internet-enabled
appliances and software and having an on-line connection. The most
common method for on-line access to servers 19 and 21 is through a
personal computer connected to the Internet through telephone
trunks and an Internet service provider (ISP) and having network
navigation software (WEB browser). Servers 19 and 21 serve
WEB-pages composed typically in hyper-text-markup language (HTML)
or a variation thereof, which is standardized for network data
transmission and device display parameters.
[0032] A WAP service provider (WAP-SP) 23 is provided within
Internet 11 and shown connected to backbone 25. WAP-SP 23 is an
enhanced proxy server that, among other things, functions as an
Interface to users accessing the Internet through WAP-enabled
wireless communication devices. One such device is WAP device 29
illustrated within wireless network 15.
[0033] In a conventional sense, WAP-SP 23 is dedicated to enabling
Internet navigation and data transmission between servers 19 and 21
and an exemplary user operating WAP-enabled device 29. Network 15
represents an exemplary wireless network that is available to a
specific WAP device or a variety of WAP devices. Network 15 may be
a cellular network supporting a number of communication
technologies such as code division multiple access (CDMA), time
division multiple access (TDMA), global service mobile (GSM), and
so on.
[0034] WAP-enabled device 29 illustrated within network 15
represents any one of a varied lot of different WAP-enabled devices
that may be used to access Internet 11. In this example, device 29
is a laptop computer, however, cell phones, fixed wireless
telephones, paging devices, palm computers, and a host of other
devices may also be WAP-enabled Internet capable appliances. Dotted
double-arrow 27 represents an exemplary wireless data-connection
between device 29 and WAP-SP 23. COST network 13 represents, in
this example, a well-known public-switch-telephone-network (PSTN).
However, private or corporate telephony networks may also be used
to practice the present invention. The inventor chooses the PSTN
network because of its large public-access characteristic, which
lends to practicality of the present invention.
[0035] Network 13 comprises a service control point (SCP) 37, a
network-level telephony switch (SW) 35, and a CTI processor running
an instance of transaction server/statistical server (TS/STAT) 45
(known to the inventor). Network 13 is assumed to further contain a
host of other telephony-related equipment such as data routers,
network bridges and so on. However, the inventor deems the
equipment illustrated herein is adequate for explaining the present
invention.
[0036] SCP 37 is a computerized facility that controls certain
aspects of call routing at switch 35 such as routing 1-800 and
1-900 calls arriving at switch 35. SCP 37 is illustrated as
connected to switch 35 by a data link. Switch 35 may be an ACD type
or other type of available telephony switching apparatus as are
generally known in the art. TS/STAT 45 is an enhanced CTI routine
adapted to provide executable network-level-routing intelligence to
switch 35. Along with normal CTI routines, enhanced "agent level
routing" routines are provided by TS/STAT 45 in some embodiments of
the invention. Capabilities such as routing based on agent skill,
agent availability, statistical routing, priority routing, and
others may be attributed to switch 35 by virtue of the addition of
TS/STAT 45. The equipment group exemplified by switch 35, SCP 37
and processor 45 represents "state of the art" CTI telephony
capabilities attributed to the "network level" as known to the
inventor.
[0037] An equipment grouping similar to that represented in network
13 is illustrated as residing within communication center 17 and
connected to the aforementioned network-equipment grouping. The
second grouping comprises a central telephony switch (SW) 47, and a
CTI processor 49 running an instance of TS/STAT server. Processor
49 is connected to switch 47 by a CTI link. Processor 49 is
connected to processor 45 in network 13 by a separate digital data
network 39. Telephony switch 47 is connected to switch 35 in
network 13 by at least one COST telephony trunk 41. By adding a
separate data network (39) to connect CTI processors, information
about a caller may be passed to agents ahead of the actual COST
call arriving over trunk 41. Enhanced routing routines provided by
TS/STAT instances 49 and 45 allow for agent level routing from the
network level as previously described. Data network 39 represents a
data network for communication between instances of TS/STAT and for
passing other digital data.
[0038] A plurality of agent workstations, station 55, station 57,
and station 59 are illustrated within communication center 17. In
actual practice there would be many more agent workstations in
center 17, however, the inventor deems that the illustration of
three such stations is sufficient for the purpose of explaining the
present invention. Each agent workstation has therein a telephone
and a personal computer/video display unit (PC/VDU) as exemplified
herein with telephone 61 and PC/VDU 67 comprising station 55.
Station 57 has telephone 63 and PC/VDU 69. Station 59 has telephone
65 and PC/VDU 71. In this example, each station 55-59 is identical
in illustration. However, there may be differences in actual
equipment employed with respect to agent stations such that they
may not be identical to each other. It is assumed at least that
each station will have a computer terminal and a telephone.
[0039] Stations 55-59 are each connected to a LAN 53 by respective
LAN connections (one at each station). LAN 53 in this embodiment is
adapted for internal communication and Internet communication.
Therefore, LAN 53 may be considered as a sub-net of network 11.
Agent telephones 61-65 are connected to central switch 47 by
internal COST wiring 51. Alternately, telephones 61-65 may be
adapted as data network telephony (DNT)-capable telephones by
provision of data connections and integration to respective
PC/VDU's 67-71 as illustrated. In this example telephones 61-65 may
be used for either COST or DNT telephony depending on demand within
center 17. An IPT router 33 is provided within center 17 and
adapted to receive incoming DNT communication events. Router 33 is
connected to backbone 25 by an Internet access line 31.
[0040] A customer information system (CIS) server 48 is illustrated
within center 17 and connected to LAN 53. CIS server 48 is adapted
to contain and serve information about customers such as account
histories, personal information, and the like. Data stored in
server 48 is accessible through LAN 53 and is available to any
requesting agent operating one of LAN connected stations 55-59.
Such customer information systems are known in the art and common
in LAN-capable communication centers.
[0041] General communication capabilities and communication routes
are attributed to overall network 9. For example, incoming COST
calls from network 13 may be routed to switch 47 and are internally
routed to agent's telephones 61-65 over wiring 51. Incoming DNT
calls from network 11 received by IPT switch 33 illustrated within
center 17 and are internally routed over LAN 53 to agent's PC/VDU's
67-71. DNT communication may also be received by agent telephones
61-65. EPT switch 33 is adapted for routing DNT communication
including but not limited to IP telephony, e-mail, video mail, chat
events, and so on. IPT switch 33 is connected to backbone 25 by an
Internet access line 31, which facilitates a continuous network
connection in a preferred embodiment. Communication center 17 is a
dual-capable center in this example, however a COST-only or
DNT-only center may also practice the present invention.
[0042] WAP-SP 23 is adapted as a software-enhanced, WAP-enabled
proxy server with COST and DNT telecommunication capabilities. CTI
and DNT communication and routing software capabilities are
provided by a processor 50 running an instance of TS/STAT as
described with telephony switches 35 in network 13 and 47 in center
17. Enhancing software is indicated by SW 40 in FIG. 1. It should
be apparent that software functions may be provided by software
executing on server WAP-SP 23 or on T-Server 50, or on both.
Hardware and software dedicated to facilitating out-bound
call-dialing is provided to enable WAP-SP 23 to initiate and
facilitate telecommunication events on behalf of users operating
WAP-enabled devices such as laptop 29. WAP-SP 23 has a COST trunk
24 connected thereto and also connected to telephony switch 35 in
COST network 13. WAP-SP 23 is therefore enabled to initiate calls
into standard telephony networks and equipment from its Internet
location. WAP-SP 24, by virtue of being an Internet-connected
server may also, with suitable software place DNT calls on the
Internet backbone.
[0043] To further illustrate the capabilities described above,
consider a user operating WAP device 29 and connected to WAP-SP 23
via wireless link 27 as illustrated in this example. Such a user
may desire to place a cost call to an agent working at one of
stations 55-59 in communication center 17, and communicates this
desire to WAP-SP 23 via a suitable interface. WAP-SP 23 dials the
provided number and establishes a COST connection through trunk 24
to switch 35, which is connected through trunk 41 to a routing
point in switch 47. From switch 47, the call is routed internally
over wiring 51 to the appropriate station 55-59 initiating a
ringing event on the appropriate telephone 61-65.
[0044] WAP-SP 23 is further adapted to manage data about users and
store such data on behalf of users based on prior knowledge and
agreement between users and the enterprise hosting the WAP-SP proxy
service. Data about users that is stored at WAP-SP 23 may include
but is not limited to user-personal data, user WEB-site data,
account information, transaction histories, credit card numbers, or
any other type of transferable data. WAP-SP 23 may store data about
users internally or on any connected data repository (data storage
facility not shown) as is generally known in the art of storing
data.
[0045] Using data-access and management capabilities in conjunction
with telecommunication capabilities, WAP-SP may initiate or
facilitate a COST call to one of agents operating within center 17
as described above. In addition to facilitating the call, server 23
may also access stored data about a user placing the call, and send
it to a same agent (receiving COST call) over Internet access line
31 to IPT switch 33. From IPT switch 33, the data, keyed to the
routing point ID of the COST call placed, is routed internally over
LAN 53 to the target agent. Similarly, WAP-SP 23 may initiate an
IPNT call on behalf of a user wherein additional data about the
user placing the call may be merged with and sent with the call
over line 31 to switch 33, and then be routed over LAN 53 to a
suitable agent.
[0046] Processors 45 and 49, as previously described, enable
intelligent routing decisions to be made at network level (COST
network) with regard to callers calling center 17 from anywhere
within COST network 13 or from any PC connected to Internet 11. DNT
to COST connections may be accomplished with the aid of
network-bridging techniques, (not detailed in this example), but
known to the inventor. In a background sense, such enhancements are
available and known to the inventor. For example, a DNT/COST
network bridge may be available to both WEB servers 19 and 21 such
that DNT callers connected to Internet 11 may place a COST call to
center 17 while visiting either server. The call would be initiated
at server 19 or 21 and be routed through the bridge to switch 35 in
network 13 for further routing.
[0047] One of the features that is novel and unique about the
present invention is the fact that through WAP-SP 23, users
operating low-bandwidth devices, which are WAP compliant, may now
enjoy much of the same enhancement in call routing and quality of
service that standard COST or (to a lesser extent) Internet-based
callers enjoy. This is accomplished by the ability to place a call
through WAP-SP 23, enhanced by software 40, and have additional
data designed to enhance service to the caller forwarded to the
ultimate call destination via separate or the same routing
path.
[0048] WAP-SP 23 is enhanced for intelligent data routing according
to the present invention through the extension of TS/STAT
capability as exemplified by connected processor 50 and an
extension by separate data network 39, which may be used to pass
digital data. For example, data network 39 interconnects all of the
CTI servers in the overall network. This enhancement along with
added dialing capabilities, data profiling services, and WAP
functionality, provide users operating WAP devices with several
abilities not available in prior art WAP communication
services.
[0049] By adding enhanced software capability to WAP-SP 23, for
example by server 50, additional data sent over DNT connections may
be tagged with the same routing instructions as a COST call in
progress and then sent by varied data routes. Therefore, an agent
operating within communication center 17 may receive a COST call
from a WAP user and also receive a screen-pop containing additional
data related to the call. The additional data transfers may be
brokered by proxy according to prior agreement between WAP users
and the service. For example, if a user operating device 29 places
a COST call to an agent working at station 55, any additional data
transferred from WAP-SP 23 over access line 31 to IPT 33 would be
routed to station 55. This is accomplished by virtue of
communicating instances of TS/STAT on processors 50 and 43 using
separate network 39 as a command communication medium. Moreover,
data network 39 may also be used to pass the additional data
instead of using the traditional Internet backbone 25 and access
line 31. However, an IPT data-router would be required to receive
the data before routing it to the appropriate agent over LAN
53.
[0050] If a user operating device 29 is visiting WEB service 21 to
perform an on-line transaction, he may need to contact an agent
within center 17 for assistance. In this example it is assumed that
the call center and server 21 have the same host. An IPT call may
be initiated from server 21 to IPT 33. TS/STAT 43 communicates with
TS/STAT 50 to advise WAP-SP 23 how best to route the IPT call and
additional data about the call according to current agent status
within center 17. There are many possibilities. It will be
appreciated by one with skill in the art that the addition of
TS/STAT processors and network 39 into network 9 enables
intelligent call routing and passing of related data using a
greater number of paths to the ultimate destination. More detail
about various routing options is provided below.
[0051] FIG. 2 is a block diagram illustrating various interaction
paths or routes of communication possible (and that may or may not
be implemented) between WAP users and communication center 17
according to an embodiment of the present invention. This example
generally follows the physical data paths and equipment connections
illustrated in FIG. 1 above. One with skill in the art will be able
to relate the routing and data-path options presented in this
example with the physical network described in FIG. 1 and with
added connections not illustrated in FIG. 1 but known to be
possible in the art.
[0052] In network 15 there are illustrated three WAP-compliant
devices. These are labeled WAP I, WAP II, and WAP III. Three dotted
double arrows also labeled I-III represent wireless links from
respective devices III to WAP-SP 23 within Internet domain 11. Each
WAP device and the corresponding arrows represent at least one
routing option made possible by the methods and apparatus of the
present invention.
[0053] Taking now the example of WAP device I, wireless connection
I is established between WAP I and WAPSP 23. Because WAP I is a
personal communication device, it has a unique ID-set. Moreover, a
user operating WAP I must log-in to WAP-SP 23 with (typically) a
user name and password pair for authentication purposes. This is to
protect the secure nature of the operating environment wherein user
data may include personal data. Once authenticated, WAP I is
cleared to browse Internet 11.
[0054] WAP-SP 23 manages profile data on behalf of users as was
described in FIG. 1. This data is illustrated by a dotted rectangle
labeled "profile". In the example of WAP I, the device is being
used to browse contents at Web-server 19 as is illustrated by the
double arrow labeled I. The accompanying dotted arrow represents
profile data forwarded to WEB server 19 by WAP-SP 23. This data is
related to the type of business being conducted with server 19 and
may or may not be required depending on the type of transaction.
During the session between WAP I and server 19, a COST call is
initiated by WAP I to an agent operating within center 17, which
hosts server 19. The reason for the COST call request may be that a
user requires live assistance in completing a WEB-based
transaction. In this case, an interactive link enabling COST
communication to center 17 is provided within server 19 embedded in
an electronic WEB page as is known in the art.
[0055] The COST call is made through an appropriate network bridge
to switch 35 in COST domain 13. WEB server 19 forwards additional
data about the call either to COST equipment grouping (35), which
in this case would be enhanced with a data connection to Internet
11, or over backbone 25 and line 31 to IPT 33. Because WS 19 is
hosted by center 17, the latter mentioned route for sending
additional data (backbone 25 and access line 31 FIG. 1) is
appropriate. The ultimate destination for the COST call and the
additional digital data is pre-known such that when the COST call
arrives at center 17, it may be matched with the additional data
(tagged to the call) sent to IPT 33 within the center. In most
cases, the digital data will arrive at the same time or ahead of
the call.
[0056] If there is more than one call center sharing server 19 then
an Internet connection must exist between network 11 and COST
equipment (35) so that the additional data can be routed in
parallel with the COST call as is illustrated in this example. In
the case of more than one center, determination for which center to
route the call to will be made in COST domain 13. Ultimately, call
I and the additional data are routed in parallel or with digital
data arriving by a separate route to the appropriate receiving
equipment within center 17.
[0057] Additional data related to call I may also be passed to
center 17 through separate network 39 of FIG. 1. In this case, an
Internet connection must exist between Internet 11 and COST
equipment (35). Additional data may at that point be passed over
network 39 to LAN 53. However, an IPT switch would be added to
receive the data for routing purposes.
[0058] WAP II is logged on to WAP-SP 23 as illustrated by a double
arrow II. A second double arrow II illustrates that WAP II is
accessing Web service 21. WAP-SP 23 passes additional profile data
related to a user's business at server 21 over backbone 25 to
server 21. A user visiting server 21 may decide to initiate a DNT
call to center 17 to enlist live aid with his or her WEB-based
transaction. In this case, the DNT call and associated data are
passed over backbone 25 and line 31 to IPT 33 within center 17.
From IPT 33, the data and call are routed internally over LAN 53 to
one of stations 55-59 (FIG. 1). In this case, intelligent routing
by virtue of processor 43 is only available for internal routing to
a LAN-connected agent. This is because WEB server 21 is not
enhanced with TS/STAT.
[0059] WAP III shows two additional routing options. For example,
WAP III connects to WAP-SP 23 via wireless link III as illustrated.
After successful log-on, a user desires to make a direct COST call
to center 17 for immediate customer care. A double arrow III
beginning within Internet domain 11 and progressing into COST
domain 13 illustrates this scenario. In this case, WAP-SP 23 is
enhanced with processor 50 running an instance of TS/STAT wherein
processor 50 is connected by network 39 to processor 45 in COST
network 13. Therefore, the COST call may arrive over trunk 24 (FIG.
1) while the additional profile data travels in parallel over
network 39. Full intelligent routing capabilities are possible.
[0060] Parallel routing is also available between COST domain 13
and center 17 by virtue of trunk 41 and network 39 (FIG. 1). Again,
a means for internally routing the digital data would be provided
between processor 49 and LAN 53. In one embodiment, processor 49
may be additionally enhanced for routing the additional data over
LAN 53 (FIG. 1) to the target agent.
[0061] Yet another option provided to WAP III is placing a direct
DNT call from WAPSP 23 to center 17 as illustrated by the double
arrow III placed between server 23 and IPT 33 (DNT) within center
17. In this case, there are two paths that may be used. One is over
Internet backbone 25 to access line 31, and the other is over
separate network 39 illustrated in FIG. 1 as connecting processors
50 and 43. Intelligent routing is Available for both routes.
Moreover, a DNT call may be routed over backbone 25 to line 31
while the additional data is passed over network 39.
[0062] It will be apparent to one with skill in the art that there
are many call routing and data transfer possibilities available
within the communication network illustrated in FIGS. 1 and 2
without departing from the spirit and scope of the present
invention, as long as the appropriate connections, equipment and
protocols are provided. Intelligent routing can also be extended
into Internet domain 11 by extending TS/STAT capability and
separate network 39 to WAP-SP 23 as illustrated in FIG. 1.
Moreover, existing WAP protocols and technologies provide enhanced
functionality to WAP users making use of the enhanced routing and
data transfer capabilities practical in communication.
[0063] Software enhancements provided by TS/STAT, data access,
management and transfer capabilities, as well as provisions for
enabling COST and DNT communication initialization provide a proxy
system that optimizes functionality for WAP users. Such a system is
not available in prior art communication networks. More detail
about enhanced function provided to WAP-SP 23 of FIG. 1 is provided
below.
[0064] FIG. 3 is a block diagram illustrating call/data
initialization and transfer capabilities of WAP-SP 23 according to
an embodiment of the present invention. WAP-SP 23 performs several
functions and services for WAP users communicating on network 9
(FIG. 1). One of importance to the present invention is the
function of enabling telephony connections and data transfer
capability for users who are engaged in a third-party transaction.
For this function, WAP-SP 23 may be considered to have three basic
software layers. These are layer 75 (Initialization Layer), layer
77 (Data Processing Layer), and layer 79 (Communication Maintenance
Layer).
[0065] It is important to note here that all three layers continue
to function on behalf of a user while a third party connection is
open. Layer 75 comprises a means for identifying a WAP user
illustrated herein as a block labeled (81). A directional arrow
labeled (WAP CALLER) at the top-center of the diagram illustrates
initial user input. Means 81 may be an authentication process such
as noting an identification code for the wireless device used
and/or requiring a user name and password for authenticating the
user. It is known in the art that wireless devices may be assigned
at least temporary network identification codes.
[0066] Once authenticated, a user may access services. A means for
interfacing to a database or databases is provided and illustrated
as block 83. Interface 83 may be used to access any connected data
repository that stores data about a user and/or other data that may
be used to enhance telecommunication function. In this example, the
described data will be assumed to be profile data about a
call-requesting user.
[0067] If a user desires to place a third-party call through WAP-SP
23, a means for confirming call destination illustrated as block 85
is invoked. Means 85 may be coordinated with means 83 in order to
access call lists or supported destination numbers held in storage.
Once a third-party number or destination is confirmed, a means for
initializing a user call-request (86) is invoked to request a
connection.
[0068] Layer 77 begins data processing once a third party grants a
call request. A means for data acquisition (87) is provided for
accessing data determined by rule to be sent along with the call.
The type of data sent along with a call is determined by
pre-agreement between a user and the service. Personal data is, of
course, encrypted for data transmission over a network. A secure
socket layer (SSL) connection may be used for this purpose as is
common in the art of Internet data transfer.
[0069] A means for tagging data to a call (89) is provided and
adapted to associate data being transferred, in many instances via
alternate route from a call, to a call in process. Any known means
for accomplishing this process may be employed and many techniques
are known in the art of telecommunication. Caller line identity
(CLID) and automatic number identification (ANI) are two known
methods. Moreover, wireless device ID sets may be employed as well
as newly conceived tagging methods.
[0070] Once data is ready for transfer, a means for confirming
pre-routing instructions (91) is invoked for the purpose of
verifying planned data routes. In many cases, a COST call will be
in progress and additional data must be sent separately over a data
connection. Pre-confirming a data route involves network management
techniques such as reservation service verification protocol
(RSVP), as well as other known conventions. Intelligent routing
routines may also play a part in selecting a data rout for both
COST and DNT transactions. Securing optimum data routes for digital
transfer is an ongoing process. Therefore, it is conceivable that
many associated data packets will arrive at their ultimate
destination over variable routes.
[0071] A means for WAP processing 92 is provided and adapted for
structuring data according to device and network receiving the
data. It is important to note here that means 92 is more often
invoked for data returning to a WAP user. However, if data
transferred with a call is destined to another WAP-compliant
device, then outgoing data would be restructured for the receiving
device.
[0072] Layer 79 manages ongoing communication and data transfer
connections. A means for call/data processing (93) is provided for
the purpose of coordinating any additional data requirements during
an ongoing call. For example, a third party may request data not
originally sent by WAP-SP 23 at the time of third-party connection.
This provides a means for updating data as required. A means for
maintaining DNT and data transfer connections (95) is provided and
adapted to continually monitor open connections for low bandwidth
conditions and to adapt by changing routes where possible. A means
for receiving data returned during a transaction (97) is provided
for the purpose of accepting digital data addressed back to the
device of the requesting user. Such data after receipt is processed
according to appropriate WAP protocol if required.
[0073] It will be apparent to one with skill in the art that the
term means, as used in this example, is generally descriptive of
software components that may range from simple to complex in design
and application and may be capable of more than one or a few
functions. The inventor intends that this simple block diagram
illustrate just one functional application that may be implemented
to facilitate a third party connection and data transfer process
between a user operating a WAP device and a third party entity
providing service to the user with communication and data transfer
brokered by server 23.
[0074] FIG. 4 is a process flow diagram illustrating logical steps
for integrated communication-center interaction with a WAP user
according to an embodiment of the present invention. At step 99, a
user connected to a WAP-SP of the present invention requests a call
be placed. The user is authenticated at step 101. As previously
mentioned, this may require both device and user authentication
processes for operation on the network.
[0075] Assuming a connected WAP user initiates a call request, then
at step 103, a requested call destination is confirmed. At step
104, applicable profile data (determined by rule and pre-agreement)
is extracted for sending with a call. At step 105, the data
extracted in step 104 is processed for transmission to the call
destination confirmed at step 103.
[0076] At step 106, data is further processed by tagging the data
with call parameters if sent separately, or merged with the call if
the call in progress is a DNT call. In some instances of DNT
application additional data may still be sent separately from the
actual DNT call. At step 106, data is WAP processed according to
receiving device and destination network. At step 109,
communication and data transfer connections are monitored and
maintained by the WAP-SP terminal. At step 111, additional data
from WAP-SP 23 is sent if required or as needed. Return data is
also processed accordingly to WAP protocol.
[0077] It will be apparent to one with skill in the art that the
method and apparatus of the present invention may be used in any
communication network capable of supporting and connecting the
various network entities described and illustrated in the
specification without departing from the spirit and scope of the
present invention. There are many combinations and varying
architectural schemes possible.
[0078] It will also be apparent to one with skill in the art that
the process steps illustrated herein may be varied in description
and order depending on the exact communication application
undertaken by a WAP user operating through WAP-SP 23. Functionality
attributed to intelligent routing may depend on the "state" of
communication taking place between a WAP user and a third party,
such as whether or not the third party is a communication center
connected to from the WAP-SP and so on. There are many alternate
embodiments of the present invention as well as those embodiments
already described herein. Therefore, the methods and apparatus of
the present invention should be afforded the broadest scope
possible. The spirit and scope of the present invention should be
limited only by the claims that follow.
* * * * *