Nova Patents
EP1199872A2

Establishing network communication between parties in telephone contact

Abstract

A method is provided of extending a communication exchange between first and second parties (60, 74) in telephone contact ([1]) to include communication over a data network via respective endpoint systems. The method uses a network service system (69) that can set up a communication session (11) and join endpoint systems to the session to enable them to communicate with each other over the network. The method involves the second party (74) using its endpoint system to request and obtain ([2])from the service system (69) an identifier which the second party (74) then passes over the telephone to the first party (60). Next, the first party (60) uses its endpoint system to connect to the network and send ([3],[4]) the identifier to the service system (69). The service system then uses the identifier to join ([5]) the endpoint system of the first party (60) into a communication session with the endpoint system of the second party (74).

EP1199872A2, drawing sheet 1
Sheet 1 of 22

Term

Term ended

Projected expiry passed 12 October 2021, 4.9 years ago.

  1. Priority
  2. Filed
  3. Published
  4. Projected expiry
  5. Today

20 claims: 7 independent, 13 dependent

  1. 1
    A method of extending a communication exchange between first and second parties in telephone contact to include communication over a data network via respective endpoint systems, the endpoint system of the second party being associated with a service system that can set up a communication session with an associated transport mechanism allowing the exchange of data across the network between endpoint systems joined to the session; the method involving the steps of:(a) - the second party using its endpoint system to request and obtain from the service system an identifier directly or indirectly associated with the endpoint system of the second party;(b) - the second party passing said identifier over the telephone to the first party;(c) - the first party using its endpoint system to connect to the data network and send said identifier to the service system;and (d) - the service system using said identifier to join the endpoint system of the first party into a communication session with the endpoint system of the second party.
  2. 7
    A method according to any one of the preceding claims, wherein the data network is the internet, and the second party is a customer service representative of a contact center with which said service system is associated.
  3. 8
    A method according to any one of the preceding claims, wherein in step (c) the first party uses its endpoint system to connect to a specific web page served by the service system, this web page permitting the input of said identifier for return to the service system.
  4. 9
    A method according to any one of the preceding claims, wherein the service system, in setting up a communication session for the first and second endpoint systems, creates a service-session functional entity which in the course of joining a said endpoint system to the session, sends connection details of the transport mechanism associated with the communication session to the endpoint system or its proxy, that endpoint system or its proxy then using the connection details to connect itself to the transport mechanism.
  5. 11
    A method according to any one of claims 1 to 8, wherein the service system, in setting up a communication session for the first and second entities, creates a service-session functional entity that comprises a session instance with generic behaviour for adding and removing endpoint systems to the communication session and for recording the endpoint systems currently joined to the communication session, and an associated service instance with service-specific behaviour determining when the session instance is to add and remove endpoint systems.
  6. 12
    A method according to any one of the preceding claims, wherein the transport mechanism associated with a communication session provides multiple data transfer channels, for different media types, between endpoint systems joined to the communication session.
  7. 19
    A method of operating a contact center to extend a communication exchange between first and second parties in telephone contact to include communication over a data network via respective endpoint systems, the endpoint system of the second party being part of the contact center which also includes a server system operable to set up a communication session with an associated transport mechanism allowing the exchange of data across the network between endpoint systems joined to the session;the method involving carrying out at the contact center those steps or partial steps of any one of claims 1 to 18 that are not stated as being effected by the first party or its endpoint entity.
  8. 20
    A contact center operable to extend a communication exchange between first and second parties in telephone contact to include communication over a data network via respective endpoint systems, the contact center comprising the endpoint system of the second party and a server system operable to set up a communication session with an associated transport mechanism allowing the exchange of data across the network between endpoint systems joined to the session;the contact center being arranged to out those steps or partial steps of any one of claims 1 to 18 that are not stated as being effected by the first party or its endpoint entity.
Independent claims8