Television – Two-way video and voice communication – User positioning
Reexamination Certificate
1995-12-20
2001-01-30
Woo, Stella (Department: 2743)
Television
Two-way video and voice communication
User positioning
C348S014090, C379S265080
Reexamination Certificate
active
06181366
ABSTRACT:
BACKGROUND OF THE INVENTION
The present invention is related to a system for establishing video communications between a video communications device and a remote agent and, more particularly, to a video switching system, video communications system and method for establishing video communications between a video communications device and a remote agent wherein a telephonic switch selects which remote agent is to receive the video communications and provides reporting capabilities relating to the video communications.
Telephonic switches are increasingly being used by businesses to automatically route incoming customer calls to available agents. One common type of telephonic switch is an automatic call distributor (ACD) which generally includes a multiport switch controlled by a central processing unit to interconnect external telephonic units of an external telephonic network with internal telephonic units. An example of such an ACD is disclosed in U.S. Pat. No. 5,140,611 issued to Jones et al. on Aug. 18, 1992, entitled “Pulse Width Modulated Self-Clocking and Self-Synchronizing Data Transmission and Method for a Telephonic Communication Network Switching System”, the disclosure ofwhich is hereby incorporated by reference.
One feature of numerous telephonic switches is the ability to intelligently select which agents receive certain incoming telephone calls. This selection process may be based on information provided by the caller, the skills of the individual agents, automatic number identification (ANI) information, dialed number identification service (DNIS) information or other information. Complex software routines stored in the telephonic switch use this information to properly route calls.
Another advantageous feature is the ability of telephonic switches to acquire, process and report information concerning different aspects of switch activity. Typically, a data display terminal generates visual representations of the information. Based on this information, management and supervisory personnel are able to evaluate the call activity within the switch and, if necessary, make changes for more efficient switch operation.
Telephonic switches further provide for predictive outdialing wherein the switch automatically calls an individual at a certain time and telephone number. When the individual answers the outdialed call, the switch connects the individual to a selected agent.
Video communications devices are increasingly being used to transmit video images between two locations. Such devices permit individuals to talk to each other while concomitantly viewing the other party. These devices are particularly attractive in businesses having security concerns, such as banks and the like.
Current telephonic switches are unfortunately unable to handle video communications. Consequently, the above features, such as intelligent agent selection, extensive reporting capability and outbound dialing, are not available for video communications through a conventional telephonic switch.
Accordingly, there is a need for an improved video switching system which utilizes these features of a telephonic switch by having the telephonic switch intelligently select an agent to receive the video communications and generate reports relating to the video communications.
SUMMARY OF THE INVENTION
This need is met by a video switching system, video communications system and method in accordance with the present invention wherein a telephonic switch selects an agent to receive video communications from a video communications device. A computer system prompts an agent terminal associated with the selected agent to establish video communications. During the video communications, the telephonic switch logs the video communications for later reports.
In accordance with one aspect of the present invention, a video switching system establishes video communications with a video communications device. A computer system detects when a telephonic switch receives an initial request to establish video communications from the video communications device. In response to detecting the initial request, the computer system generates a video request signal which is received by an agent terminal associated with an agent. The agent terminal then establishes video communications with the video communications device based on the video request signal. Preferably, the telephonic switch selects which agent is to establish video communications and generates reports relating to the video communications.
In accordance with another aspect of the present invention, a video communications system establishes video communications with a video communications device. The system comprises a telephonic switch for receiving an initial request to establish video communications and a video switching system for establishing video communications based on the initial request. The telephonic switch being capable of routing audio communications to selected ones of a plurality of agents.
Preferably, the video switching system comprises a computer system for detecting receipt of the initial request by the telephonic switch and for prompting an agent terminal to establish video communications. The telephonic switch preferably selects which agent is to receive the video communications and/or generates reports relating to the video communications.
In accordance with yet another aspect of the present invention, a method is provided for establishing video communications with a video communications device. the method comprises the steps of: receiving at a telephonic switch an initial request that the video communications device wishes to establish video communications; detecting when the telephonic switch receives the initial request; and establishing video communications with the video communications device based on the initial request.
Preferably, the method comprises the step of rejecting the initial request by the telephonic switch, and the step of detecting when the telephonic switch receives the initial request comprises the step of detecting when the telephonic switch rejects the initial request. It is further preferred that the method comprise the step of prompting the telephonic switch to select one of a plurality of agents to receive the video communications and the step of establishing video communications with the video communications device comprises the step of establishing video communications between the video communications device and the selected one of the agents.
These and other features and advantages of the present invention will become apparent from the following detailed description, the accompanying drawings and the appended claims.
REFERENCES:
patent: 4989233 (1991-01-01), Schakowsky et al.
patent: 5042062 (1991-08-01), Lee et al.
patent: 5563937 (1996-10-01), Bruno et al.
patent: 5654961 (1997-08-01), Araujo et al.
patent: 5661283 (1997-08-01), Gallacher et al.
Dezonno Anthony J.
Van Berkum Paul E.
Christensen Jon P.
Rockwell International Corp.
Scheer James A.
Welsh & Katz Ltd.
Woo Stella
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