US5555299A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Method and system for transferring calls and call-related data between a plurality of call centers
Assignee: eTalk Corp
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Filing: 1995-07-14
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Granted: 1996-09-10
•
Expires: 2015-07-14
Abstract
Abstract This invention permits transferring calls along with data that identifies the caller's name, pertinent account information, any transaction information acquired prior to the need to transfer the call and why the caller is being transferred between a plurality of call centers. The method and system of the invention, therefore, coordinate a voice component and a data component of a call to transfer the call from a first call center across a communication path such as a switching network to a second call center. The first call center includes the necessary network control circuitry to direct an associated switching network to transfer to the second call center the voice component of the call together with an identifier for uniquely identifying the call. The identifier may be generated using DNIS and/or ISDN protocol principles. The invention also generates and directs a transfer screen from the first call center to the second call center. The unique identifier also attaches to the transfer screen. Using the unique identifier at the second call control center, the invention uses an automatic call distributor to route the voice component to an available customer service representative. The call distributor then informs control circuitry of the second call center of the customer service representative's identity. Then the control circuitry sends the transfer screen to a workstation where the customer service representative may service the call with the aid of the transfer screen information.
Inventors
- 👤 Michael J. Maloney
- 👤 Bruce L. Hitson
- 👤 David T. McCalmont
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-29 07:22
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5183; H04M3/523; H04M3/5237; H04M3/58; H04M2201/00; H04M2201/38; H04M3/42314; H04M3/42323; H04M7/00; H04M7/009
Claims Analysis
Total Claims: 22
Claim 1
Independent Claim
421 words
A system for transfemng a voice component and a related data component of a call from a first workstation and associated voice instrument to a second workstation and associated voice instrument, comprising: a first call distribution circuit for first receiving a call comprising a voice component, and wherein said first call distribution circuit is further operable to distribute said voice component to said first voice instrument; a first contact control server coupled to said first call distribution circuit for generating a data component related to said voice component; a first workstation coupled to said first contact control server for receiving said data component, said first workstation comprising a first set of control instructions for generating a transfer screen from said data component; a second call distribution circuit for receiving said voice component via a first communication path from said first call distribution circuit and distributing said voice component to said second voice instrument; a second contact control server for receiving said transfer screen from said first contact control server via a second communication path; a second workstation coupled to said second contact control server for receiving said transfer screen; transfer initiating instructions within said first set of control instructions for initiating a transfer instruction to transfer said transfer screen from said first workstation to said second workstation and said voice component from said first voice instrument to said second voice instrument; transfer instructions within said first contact control server for responding to said transfer initiating instructions, said transfer instructions comprising: voice component directing instructions for transferring said voice component from said first voice instrument through said first call distribution circuit and said first communication path to said second call distribution circuit and further to said second voice instrument, unique identifier generating instructions for generating a unique identifier for relating said voice component with said transtar screen and for supplying said unique identifier as dialed number digits and further directing said unique identifier as said dialed number digits along with said voice component via said first communication path to said second call distribution circuit, and transfer screen directing instructions for directing said transfer screen along with said unique identifier and a voice connect message via said second communication path to said second contact control server; and receiving instructions within said second contact control server for receiving said transfer screen and said unique identifier from said first contact control server, relating said voice connect and message said transfer screen using said unique identifier, and transferring said related transfer screen to said second workstation.
Claim 2
Independent Claim
421 words
A system for transfemng a voice component and a related data component of a call from a first workstation and associated voice instrument to a second workstation and associated voice instrument, comprising: a first call distribution circuit for first receiving a call comprising a voice component, and wherein said first call distribution circuit is further operable to distribute said voice component to said first voice instrument; a first contact control server coupled to said first call distribution circuit for generating a data component related to said voice component; a first workstation coupled to said first contact control server for receiving said data component, said first workstation comprising a first set of control instructions for generating a transfer screen from said data component; a second call distribution circuit for receiving said voice component via a first communication path from said first call distribution circuit and distributing said voice component to said second voice instrument; a second contact control server for receiving said transfer screen from said first contact control server via a second communication path; a second workstation coupled to said second contact control server for receiving said transfer screen; transfer initiating instructions within said first set of control instructions for initiating a transfer instruction to transfer said transfer screen from said first workstation to said second workstation and said voice component from said first voice instrument to said second voice instrument; transfer instructions within said first contact control server for responding to said transfer initiating instructions, said transfer instructions comprising: voice component directing instructions for transferring said voice component from said first voice instrument through said first call distribution circuit and said first communication path to said second call distribution circuit and further to said second voice instrument, unique identifier generating instructions for generating a unique identifier for relating said voice component with said transtar screen and for supplying said unique identifier as dialed number digits and further directing said unique identifier as said dialed number digits along with said voice component via said first communication path to said second call distribution circuit, and transfer screen directing instructions for directing said transfer screen along with said unique identifier and a voice connect message via said second communication path to said second contact control server; and receiving instructions within said second contact control server for receiving said transfer screen and said unique identifier from said first contact control server, relating said voice connect and message said transfer screen using said unique identifier, and transferring said related transfer screen to said second workstation.
Claim 3
Dependent Claim
24 words
The system of claim 1, further comprising a second set of control instructions within said second workstation for receiving and controlling said transfer screen.
Claim 4
Dependent Claim
27 words
The system of claim 1, wherein said first call distribution circuit further comprises circuitry and instructions for automatically identifying a call identifier upon initially receiving said call.
Claim 5
Dependent Claim
27 words
The system of claim 1, wherein said first communication path comprises a public switching network between said first call distribution circuit and said second call distribution circuit.
Claim 6
Dependent Claim
26 words
The system of claim 1, wherein said first communication path comprises a private network between said first call distribution circuit and said second call distribution circuit.
Claim 7
Dependent Claim
26 words
The system of claim 1, wherein said first communication path comprises a tie line between said first call distribution circuit and said second call distribution circuit.
Claim 8
Dependent Claim
21 words
The system of claim 1, further comprising a memory device associated with said second contact server for storing said transfer screen.
Claim 9
Dependent Claim
25 words
The system of claim 1, further comprising a file and communication server for communicating said data component between said first workstation and said host processor.
Claim 10
Dependent Claim
22 words
The system of claim 1, further comprising a memory device associated with first said contact control server for storing said data component.
Claim 11
Dependent Claim
25 words
The system of claim 9, further comprising a file and communication server for communicating said data component between said first workstation and a host processor.
Claim 12
Independent Claim
357 words
A method for transferring a voice component and a related data component of a call from a first workstation and associated voice instrument to a second workstation and associated voice instrument, the method comprising the steps of: receiving a call comprising a voice component using a first call distribution circuit; distributing said voice component to said first voice instrument; generating a data component related to said voice component using a first contact control server; receiving said data component at a first workstation associated with said first contact control server; generating a transfer screen from said data component using a first set of control instructions within said first workstation; initiating a transfer instruction to transtar said voice component and said transfer screen from said first workstation and voice instrument to said second workstation and voice instrument using a set of transfer initiating instructions within said first set of control instructions; responding to said transfer initiating instruction using a set of transfer instructions within said first contact control server, said responding step comprising the steps of: transferring said voice component from said first voice instrument through said first call distribution circuit via a first communication path to a second call distribution circuit, generating a unique identifier for relating said voice component with said transfer screen and supplying said unique identifier as dialed number digits and further directing said unique identifier as said dialed number digits along with said voice component via said first communication path to a second call distribution circuit, and directing said transfer screen along with said unique identifier and a voice connect message via a second communication path to a second contact control server associated with said second call distribution circuit; distributing said voice component using said second call distribution circuit to said second voice instrument; receiving said voice connect message and said unique identifier from said second call distribution circuit using said second contact control server, and receiving said transfer screen and said unique identifier from said first contact control server; and relating said voice connect message and said transfer screen using said unique identifier, and transferring said related transfer screen to said second workstation.
Claim 13
Independent Claim
357 words
A method for transferring a voice component and a related data component of a call from a first workstation and associated voice instrument to a second workstation and associated voice instrument, the method comprising the steps of: receiving a call comprising a voice component using a first call distribution circuit; distributing said voice component to said first voice instrument; generating a data component related to said voice component using a first contact control server; receiving said data component at a first workstation associated with said first contact control server; generating a transfer screen from said data component using a first set of control instructions within said first workstation; initiating a transfer instruction to transtar said voice component and said transfer screen from said first workstation and voice instrument to said second workstation and voice instrument using a set of transfer initiating instructions within said first set of control instructions; responding to said transfer initiating instruction using a set of transfer instructions within said first contact control server, said responding step comprising the steps of: transferring said voice component from said first voice instrument through said first call distribution circuit via a first communication path to a second call distribution circuit, generating a unique identifier for relating said voice component with said transfer screen and supplying said unique identifier as dialed number digits and further directing said unique identifier as said dialed number digits along with said voice component via said first communication path to a second call distribution circuit, and directing said transfer screen along with said unique identifier and a voice connect message via a second communication path to a second contact control server associated with said second call distribution circuit; distributing said voice component using said second call distribution circuit to said second voice instrument; receiving said voice connect message and said unique identifier from said second call distribution circuit using said second contact control server, and receiving said transfer screen and said unique identifier from said first contact control server; and relating said voice connect message and said transfer screen using said unique identifier, and transferring said related transfer screen to said second workstation.
Claim 14
Dependent Claim
27 words
The method of claim 11, further comprising the step of receiving and controlling said transfer screen using a second set of control instructions within said second workstation.
Claim 15
Dependent Claim
22 words
The system of claim 11, further comprising the step of automatically identifying the origin of said call upon initially receiving said call.
Claim 16
Dependent Claim
27 words
The method of claim 11, wherein the first communication path comprises a public switching network between said first call distribution circuit and said second call distribution circuit.
Claim 17
Dependent Claim
26 words
The method of claim 11, wherein the first communication path comprises a private network between said first call distribution circuit and said second call distribution circuit.
Claim 18
Dependent Claim
26 words
The method of claim 11, wherein the first communication path comprises a tie line between said first call distribution circuit and said second call distribution circuit.
Claim 19
Dependent Claim
25 words
The method of claim 11, further comprising the step of storing said transfer screen in a storage means associated with said second contact control server.
Claim 20
Dependent Claim
28 words
The method of claim 11, further comprising the step of communicating said data component between said first workstation and a host processor using a file and communication server.
Claim 21
Dependent Claim
25 words
The method of claim 11, further comprising the step of storing said data component in a storage means associated with said first contact control server.
Claim 22
Dependent Claim
28 words
The method of claim 19, further comprising the step of communicating said data component between said first workstation and a host processor using a file and communication server.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 1999-09-10 | 2000-03-11 | 2000-09-10 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2003-09-10 | 2004-03-11 | 2004-09-10 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2007-09-10 | 2008-03-11 | 2008-09-10 | $7700.00 | Window Closed / Lapsed |