Caller identification and voice/data synchronization for...

Details Caller identification and voice/data synchronization for... Caller identification and voice/data synchronization for...

2005-07-05

2005-07-05

Cain, Wellington (Department: 2664)

Multiplex communications

Pathfinding or routing

Combined circuit switching and packet switching

C370S352000, C370S389000, C379S093030

Reexamination Certificate

active

06914899

ABSTRACT:
An data packet network telephony system provides identification information of an end user terminal making an Internet telephone call to a call center terminal and provides a call center agent with the ability to cause an end user terminal making an Internet telephone call to display selected web pages and or to synchronize displays between the agent and end user terminals. In one embodiment, customer identification information is provided in-band. In another embodiment, customer identification information is accomplished out of band, in some cases using an identifier of the PSTN gateway as an index into a table to identify an end user terminal. In another embodiment, an agent may enter DTMF (dual tone multi-frequency tones) to push web pages to an end user terminal. In still other embodiments, a second communications link between the end user terminal and the agent's terminal is established, allowing for data sharing/synchronization.

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Coffman, James E., “Extending internet calls to a telephone call center”, Eurpean Patent Application EP0843454A2, 05/20/199.

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