WO1997016014A3 - Video telecommunication routing systems and methods - Google Patents

Video telecommunication routing systems and methods Download PDF

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Publication number
WO1997016014A3
WO1997016014A3 PCT/US1996/016919 US9616919W WO9716014A3 WO 1997016014 A3 WO1997016014 A3 WO 1997016014A3 US 9616919 W US9616919 W US 9616919W WO 9716014 A3 WO9716014 A3 WO 9716014A3
Authority
WO
WIPO (PCT)
Prior art keywords
video
ani
telephone
channel
station
Prior art date
Application number
PCT/US1996/016919
Other languages
French (fr)
Other versions
WO1997016014A2 (en
Inventor
Alec Miloslavsky
Jason Goecke
Original Assignee
Genesys Telecomm Lab Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Genesys Telecomm Lab Inc filed Critical Genesys Telecomm Lab Inc
Publication of WO1997016014A2 publication Critical patent/WO1997016014A2/en
Publication of WO1997016014A3 publication Critical patent/WO1997016014A3/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N7/00—Television systems
    • H04N7/14—Systems for two-way working
    • H04N7/15—Conference systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N7/00—Television systems
    • H04N7/14—Systems for two-way working
    • H04N7/141—Systems for two-way working between two video terminals, e.g. videophone
    • H04N7/148—Interfacing a video terminal to a particular transmission medium, e.g. ISDN
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/22—Automatic class or number identification arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
    • H04M3/42323—PBX's with CTI arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/0033—Notification or handling of incoming calls by a computer

Abstract

The present invention involves a system for routing video telecommunication calls received by a central exchange to one of a plurality of video stations connected to the exchange. Each video communication channel occupies two voice-quality telephone channels. Video telecommunication calls are initiated by a video device having preassigned telephone numbers. The video device then calls the central exchange. The routing system contains a telephone switch that connects the first incoming telephone channel to a video station. The ANI of the calling video device is recorded. When the second incoming telephone channel of the same video station is received, its ANI is detected. Because the telephone numbers associated with the calling video device are preassigned, the routing system is able to anticipate the second ANI of the channel which carries the video telecommunication. Upon receiving a call having the second ANI, the routing system then connects this call to the same video station.
PCT/US1996/016919 1995-10-25 1996-10-22 Video telecommunication routing systems and methods WO1997016014A2 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US54817895A 1995-10-25 1995-10-25
US08/548,178 1995-10-25

Publications (2)

Publication Number Publication Date
WO1997016014A2 WO1997016014A2 (en) 1997-05-01
WO1997016014A3 true WO1997016014A3 (en) 1997-07-17

Family

ID=24187742

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US1996/016919 WO1997016014A2 (en) 1995-10-25 1996-10-22 Video telecommunication routing systems and methods

Country Status (1)

Country Link
WO (1) WO1997016014A2 (en)

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
USRE45606E1 (en) 1997-02-10 2015-07-07 Genesys Telecommunications Laboratories, Inc. Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality

Families Citing this family (25)

* Cited by examiner, † Cited by third party
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GB9603582D0 (en) 1996-02-20 1996-04-17 Hewlett Packard Co Method of accessing service resource items that are for use in a telecommunications system
US5831665A (en) * 1996-01-24 1998-11-03 Rockwell International Corporation Video switching system, video communications system and method for automatically establishing video communications using a telephonic switch
US5894512A (en) * 1996-07-26 1999-04-13 Ncr Corporation Method and apparatus for routing voice and video calls to a group of agents
US6104802A (en) 1997-02-10 2000-08-15 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
US7031442B1 (en) 1997-02-10 2006-04-18 Genesys Telecommunications Laboratories, Inc. Methods and apparatus for personal routing in computer-simulated telephony
GB9714563D0 (en) * 1997-07-10 1997-09-17 Intellprop Ltd Videotelephoney
US6985943B2 (en) 1998-09-11 2006-01-10 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US6711611B2 (en) 1998-09-11 2004-03-23 Genesis Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
USRE46528E1 (en) 1997-11-14 2017-08-29 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level
US7907598B2 (en) 1998-02-17 2011-03-15 Genesys Telecommunication Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
US6332154B2 (en) 1998-09-11 2001-12-18 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
USRE46153E1 (en) 1998-09-11 2016-09-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
DE19910531A1 (en) * 1999-03-09 2000-09-14 Alcatel Sa Procedure for handling a group call
US7929978B2 (en) 1999-12-01 2011-04-19 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network
US7673241B2 (en) 2002-06-26 2010-03-02 Siebel Systems, Inc. User interface for multi-media communication for the visually disabled
US7581230B2 (en) * 2001-02-06 2009-08-25 Siebel Systems, Inc. Adaptive communication application programming interface
US7505577B2 (en) 2001-03-31 2009-03-17 Siebel Systems, Inc. System and method for multi-channel communication queuing
US7730204B2 (en) 2001-03-31 2010-06-01 Siebel Systems, Inc. Extensible interface for inter-module communication
US7315616B2 (en) 2001-03-31 2008-01-01 Siebel Systems, Inc. System and method for maintaining real-time agent information for multi-channel communication queuing
US8601492B2 (en) 2001-03-31 2013-12-03 Siebel Systems, Inc. User interface for multi-channel communication
US7103171B1 (en) 2001-06-29 2006-09-05 Siebel Systems, Inc. System and method for multi-channel communication queuing using routing and escalation rules
US8091042B2 (en) 2001-11-15 2012-01-03 Siebel Systems, Inc. Apparatus and method for displaying selectable icons in a toolbar for a user interface
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
US8238538B2 (en) 2009-05-28 2012-08-07 Comcast Cable Communications, Llc Stateful home phone service
US9667783B2 (en) 2014-02-27 2017-05-30 International Business Machines Corporation Unified call routing in social hunt groups

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0376517A2 (en) * 1988-12-29 1990-07-04 AT&T Corp. Telephone agent call management system
FR2671252A1 (en) * 1991-01-02 1992-07-03 American Telephone & Telegraph FREE TELEPHONE CALLING SERVICE USING ISDN WITH POSSIBILITY OF IMAGE INFORMATION TRANSMISSION.
US5155761A (en) * 1990-01-26 1992-10-13 Intervoice, Inc. Automatic call back system and method of operation
EP0528732A1 (en) * 1991-08-21 1993-02-24 Matra Communication Videophone method and installation
EP0532972A1 (en) * 1991-09-18 1993-03-24 Siemens Aktiengesellschaft Method and data communication terminal for establishing data connections in an ISDN communication system

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0376517A2 (en) * 1988-12-29 1990-07-04 AT&T Corp. Telephone agent call management system
US5155761A (en) * 1990-01-26 1992-10-13 Intervoice, Inc. Automatic call back system and method of operation
FR2671252A1 (en) * 1991-01-02 1992-07-03 American Telephone & Telegraph FREE TELEPHONE CALLING SERVICE USING ISDN WITH POSSIBILITY OF IMAGE INFORMATION TRANSMISSION.
EP0528732A1 (en) * 1991-08-21 1993-02-24 Matra Communication Videophone method and installation
EP0532972A1 (en) * 1991-09-18 1993-03-24 Siemens Aktiengesellschaft Method and data communication terminal for establishing data connections in an ISDN communication system

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
HARVEY D E ET AL: "CALL CENTER SOLUTIONS", AT & T TECHNICAL JOURNAL, vol. 70, no. 5, 1 September 1991 (1991-09-01), pages 36 - 44, XP000244602 *

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
USRE45606E1 (en) 1997-02-10 2015-07-07 Genesys Telecommunications Laboratories, Inc. Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality

Also Published As

Publication number Publication date
WO1997016014A2 (en) 1997-05-01

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