Patent Publication Number: US-2005117531-A1

Title: Wireless communication techniques

Description:
REFERENCE TO RELATED APPLICATION  
      Priority is claimed to co-pending U.S. Provisional Patent Application No. 60/227,527. 
    
    
     BACKGROUND  
      The present invention relates to wireless communication techniques.  
      Today there are many different, commercially available devices that enable people to communicate with each other electronically. In addition to the ubiquitous telephone that has been around for decades, there now are cordless phones for the home, mobile phones for the car, handheld wireless phones which fit into a person&#39;s jacket pocket, pagers, local and wide area computer networks, and facsimile machines, to name just a few. U.S. Pat. No. 5,652,789 provides additional background concerning these types of devices and is hereby incorporated by reference.  
      This proliferation of devices and media present new challenges in devising techniques to communicate more efficiently and/or effectively. The present invention meets such challenges and has other benefits and advantages.  
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       FIG. 1  is a partial schematic view of a communication system showing various aspects of a call center in detail.  
       FIG. 2  is a schematic view of the system of  FIG. 1  including several personal communication subsystems.  
    
    
     DETAILED DESCRIPTION OF SELECTED EMBODIMENTS  
      For the purpose of promoting an understanding of the principles of the invention, reference will now be made to the embodiments illustrated in the drawings and specific language will be used to describe the same and certain alternatives thereto. It will nevertheless be understood that no limitation of the scope of the invention is thereby intended. Any alterations and further modifications in the described embodiments, and any further applications of the principles of the invention as described herein are contemplated as would normally occur to one skilled in the art to which the invention relates.  
      Among the embodiments of the present invention is a system comprising a communication server and at least one personal communication subsystem. The personal communication subsystem includes one or more wireless communication devices, and wirelessly communicates with the server through at least a first channel and a second channel. The first channel provides for transmission of voice and the second channel provides for transmission of data and/or control signals (collectively and generically called “data signals” herein). The second channel can be used to send commands from the subsystem to direct handling of a telephone call carried by the first channel, including call initiation, receipt, transfer, recording, and/or conferencing. Alternatively or additionally, the second channel can be used to transmit data to at least one of the one or more wireless devices from the server. This data can include, as non-limiting examples: company directory information, voice mail status, availability status of system users, company account information accessible through the server, and the like.  
      Still another additional or alternative feature includes retrieving voice mail in response to commands over the second channel for playback over the first channel. Yet another additional or alternative form includes utilizing the subsystem to inquire into the status of other persons communicating through the server and to request notification and/or updates relating to the status—e.g., providing a “camping” function.  
       FIG. 1  schematically illustrates communication system  20  of one embodiment of the present invention. System  20  includes Public Switched Telephone Network (PSTN)  22  operatively coupled to a number of external telephones  24  and communication center  30 . Communication center  30  includes communication/Computer Telephony (CT) server  40  with telecommunications switch  42  coupled to PSTN  22 . Server  40  also includes processor  44 , memory  46 , and network interface  48 . Network interface  48  is operatively coupled to computer network  52 .  
      It should be understood that server  40  can include more than one processor or CPU and more than one type of memory, where memory  46  is representative of one or more types. Furthermore, it should be understood that while one server  40  is illustrated, more servers can be utilized in alternative embodiments. Processor  44  can be comprised of one or more components configured as a single unit. Alternatively, when of a multi-component form, processor  44  can have one or more components located remotely relative to the others. One or more components of processor  44  can be of the electronic variety defining digital circuitry, analog circuitry, or both. In one embodiment, processor  44  is of a conventional, integrated circuit microprocessor arrangement, such as one or more PENTIUM III or PENTIUM 4 processors supplied by INTEL Corporation. For this embodiment, switch  42  can be in the form of one or more telephone communication processing boards provided by DIALOGIC.  
      Memory  46  can each include one or more types of solid-state electronic memory, magnetic memory, or optical memory, just to name a few. By way of non-limiting example, memory  46  can include solid-state electronic Random Access Memory (RAM), Sequentially Accessible Memory (SAM) (such as the First-In, First-Out (FIFO) variety or the Last-In First-Out (LIFO) variety), Programmable Read Only Memory (PROM), Electrically Programmable Read Only Memory (EPROM), or Electrically Erasable Programmable Read Only Memory (EEPROM); an optical disc memory (such as a DVD or CD ROM); a magnetically encoded hard disc, floppy disc, tape, or cartridge media; or a combination of any of these memory types. Also, memory  46  can be volatile, nonvolatile, or a hybrid combination of volatile and nonvolatile varieties.  
      Network  52  can be in the form of a Local Area Network (LAN), Wide Area Network (WAN) such as the Internet, or other network type as would occur to those skilled in the art. Also coupled to network  52  are a number of communication stations  60   a,    60   b,    60   c  (collectively designated workstations  60 ). Workstations  60  each include workstation computer  62  coupled to display  64 . Although not shown to preserve clarity, each workstation  60  can also include one or more operator input devices such as a keyboard, mouse, track ball, light pen, and/or microphone, to name just a few representative examples. Also, besides display  64 , one or more other output devices can be included such as loudspeaker(s) and/or a printer.  
      Each workstation  60  further includes a telephone unit  66  as schematically illustrated in  FIG. 1 . Telephone units  66  can be in the form of a handset, headset, or other arrangement as would occur to those skilled in the art. Alternatively or additionally, voice communication can be integrated into the corresponding workstation computer  62 . Workstations  60  can be arranged identically to one another or may differ from one to the next as would occur to those skilled in the art. In one common arrangement, one workstation is designated for a supervisor that has different capabilities than those of other workstations. Furthermore, it should be understood that more or fewer workstations may be utilized than those illustrated.  
      Referring additionally to  FIG. 2 , several mobile/personal communication subsystems  120   a,    120   b,    120   c  are illustrated (collectively designated personal communication subsystems (PSSs)  120 ). It should be understood that more or fewer subsystems  120  can be utilized than the number illustrated in  FIG. 2 . Referring specifically to subsystem  120   a,  further details representative of each of subsystems  120  are shown. Subsystem  120   a  includes a mobile set  130  of wireless communication devices including wireless personal digital assistant (PDA)  140  and wireless voice communication device  160 .  
      PDA  140  includes a visual display  142  and input device  144 . Input device  144  is typically in the form of a keyboard, keypad, or stylus and PDA  140  can be any of a number of different types of wireless personal communication devices operable to transmit and receive data signals, including, but not limited to: PALM PILOTS, two-way pagers, Remote Electronic Mail Systems (REMS) and the like. PDA  140  wirelessly communicates over wireless communication network  146 . In turn, network  146  is operable to communicate with computer network  52  either directly or via one or more intermediate networks such as the Internet.  
      Display  142  is arranged to display status information and/or other data provided by server  40  to PDA  140  via networks  52  and  146 . Input device  144  is arranged to selectively transmit data signals over networks  52  and  146  to server  40 . These data signals may be interpreted by server  40  as commands or instructions, or as information to be stored in memory  46 .  
      Voice communication device  160  is typically in the form of a Personal Communication Services (PCS) or cellular telephone, but can be any type of mobile/wireless device for voice communication. Device  160  wirelessly communicates over wireless voice network  162 , and is optionally coupled to communicate through PSTN  22 . In turn, PSTN  22  is communicatively coupled to switch  42  of server  40 . While PDA  140  and device  160  are illustrated as separate devices in set  130 , in one alternative embodiment PDA  140  and device  160  are integrally combined in a single unit. In still other arrangements, set  130  can include more than two wireless communication devices. In yet other embodiments, one or more of PDA  140  and device  160  may alternatively or additionally be hardwired to server  40 . In one alternative, PDA  140  can be mated with any type of telephone, such as a pay-phone or standard hardwired phone, to provide a remote communication set.  
      In operation, each of workstations  60  and subsystems  120  can be logged-in to server  40  as a communication user of system  20 ; where users at workstations  60  are local to server  40  and users of systems  120  are remote and mobile. In the case of workstations  60 , the server login procedure is performed with a respective workstation computer  62  over network  52 . For a representative subsystem  120 , login can be by way of the respective PDA  140  via networks  146  and  52 . After logging in, telephone calls to and from units  66  and devices  160  can be routed through switch  42  under the control of server  40 . Also, server  40  can be programmed to respond to various telephone call handling commands sent with computers  62  and PDAs  140 ; where computers  62  and PDAs  140  each function as clients of server  40 . For example, telephone call initiation, receipt, transfer, recording, and conferencing can be controlled by such commands for telephone units  66  of workstations  60  and devices  160  of subsystems  120 .  
      Furthermore, workstations  60  or PDAs  140  can be used to retrieve voice mail for playback over the respective telephone unit  66  or device  160 , or to retrieve an email or fax for presentation on display  64  or  142 , respectively. Also, a company directory, a user&#39;s voice mail status (for example, whether the user has messages waiting, or the numbers of new and old messages available), availability status of one or more other users, company account information, and the like, accessible with server  40 , can be retrieved for presentation on display  64  or  142  in response to one more corresponding commands from the computer  62  or PDA  140 .  
      Indeed, server  40  can be programmed to provide one or more various call routing/handling services to both local and remote/mobile users. For example, under the control of communication server  40 , switch  42  can be configured to operate in the form of a Private Branch Exchange (PBX), predictive dialer, Interactive Voice Response (IVR) device, Automatic Call Distributor (ACD), a combination of these, or another switching configuration as would occur to those skilled in the art.  
      Alternatively or additionally, system  20  can be arranged to provide for the coordination, conversion, and distribution of a number of other forms of communication, such as faxes, web chats, and the like for access by workstations  60  and subsystems  120 . Furthermore, system  20  can be arranged to convert between various communication forms such as the conversion of a pixel-based communication, such as a fax, into character form, such as an email. Alternatively or additionally, system  20  can be arranged to convert a character-based document, such as an email, into voice form, such as a voice mail. Furthermore, business/customer data associated with various communications may be stored in memory  46  and selectively accessed by one or more workstation computers  62  of workstations  60  or PDAs  140  of subsystems  120 . This data can be presented with a respective display  64  for workstations  60  or display  142  for PDAs  140 . Likewise, web chats and call backs can be initiated via server  40  with computer  62  or PDA  140 .  
      In some of these embodiments, system  20  recognizes contact information in or relating to a communication and enables the user of work stations  60  and subsystems  120  to establish communications with those contacts in a convenient fashion. For example, names of individuals or companies might be recognized from a facsimile, voice mail message, electronic mail message, or web chat text using techniques that would occur to one skilled in the art. Alternatively or additionally, the contact might be identified using information from the context of the message, such as an electronic mail message envelope or facsimile information line. The contact information may then be used with a public or private directory to obtain information necessary to contact the individual or company. The user of workstation  60  or subsystem  120  is preferably enabled, via a user interface, to request that a communication be initiated with such a contact through a single gesture in the user interface. Such an embodiment might, for example, enable a user to view a facsimile image and, simply by pressing a stylus to a touch-sensitive display, be connected (via voice communication device  160 ) with the sender of the facsimile.  
      Alternatively or additionally, server  40  can be configured to provide a “camping” feature. This feature permits one user to receive the status on display  64  or  142  of another user by appropriate command from computer  62  or PDA  140 , respectively. This status could indicate if the other user is on the phone, at home, unavailable to outside calls, only available to inside calls, on vacation, in a meeting and the like. Further, one can “camp” on the other user by requesting notification when the status changes from one type to another type and/or by automatically receiving updated status information from time to time on the respective display  64  or  142 . In other embodiments, one can request and obtain notification when the other user&#39;s status changes from one type to a specific other type, such as the “unavailable to outside calls” status. These notifications may be in the form of an audio or visual signal through PDA  140 ; a ring, ring pattern, or call through voice communication device  160 ; or other notification means as would occur to one skilled in the art. Any of these techniques could also be used to provide one with notification of a change in availability status for a group of users, such as (by way of non-limiting example) an ACD split, computer system help desk team, or a department.  
      It should be understood that, in this illustrated embodiment, subsystems  120  each provide a remote, personal, and mobile version of a workstation  60 . Accordingly, the services provided by server  40  can be readily extended to a mobile user including PBX, IVR, and ACD functions. Indeed, system  20  can be used to provide a mobile, remote agent member that is one of a pool of agents allocated for receiving queued, inbound customer calls automatically distributed by any of a number of standard ACD processes. Alternatively or additionally, outbound calls can be automatically distributed to mobile, remote agents via subsystem  120 . In either case, information regarding person with whom the agent is connected can be transmitted to the wireless data communication device  140  and displayed for the agent to facilitate servicing of the call.  
      Furthermore, it is envisioned that system  20  can be arranged to service a large number of subsystems  120  with or without workstations  60 . As such, it provides a way for a company to interconnect its employees and utilize a wide variety of services not normally available to remote, mobile users. Moreover, this arrangement facilitates customization of services in keeping with the particular needs of the company. Alternatively or additionally, services can be provided with system  20  through subscriptions for individual users or different groups of users (such as companies or other organizations). Further, based on the user&#39;s identity, particular type of subscription, and/or membership in a particular group of users, access to data with server  40  and or available server operations can differ.  
      As diagrammatically illustrated in  FIG. 2 , server  40  includes two process thread queues to manage communication routing between workstations  60 , subsystems  120 , and one or more external callers via PSTN  22  or data sources via computer network  52 . A first thread queue  182  handles receipt of incoming service requests, including network operations and other input/output activities. A second thread queue  183  manages threads that handle those requests and generate responses thereto, such as database operations, setup of triggers, notifications, and the like. It has been found that this arrangement facilitates the handling of a surprisingly large number of users. In many situations, typical threads in the first queue take longer than typical threads in the second queue, or are limited in speed by input/output operations.  
      In another embodiment, a technique of the present invention includes routing a telephone call to a remote location with a communication server, and controlling the call through communications between the server and a wireless device at the remote location. The call control can include transferring the call or arranging call conferencing through the server with a local workstation, another remote user, and/or an outside party. The wireless device can be a PDA and the call can be received at the remote location with a wireless voice communication device like a PCS or cellular telephone.  
      In a further embodiment, an ACD includes one or more personal communication subsystems that are remote and mobile relative to a communication server for the ACD. The server selectively routes calls from the PSTN through a private switch to a wireless telephone at each of the one or more subsystems for handling by remote/mobile agents. These agents each interact with the server through a wireless data communication device that can be integral with or separate from the wireless telephone.  
      In still another embodiment, a system includes a communication server coupled to a number of remote and mobile personal communication subsystems that are in wireless communication with the server. The server is arranged to selectively route voice communication to each of the subsystems and respond to data signals from the subsystems. In one form, the voice and data signals are through separate channels. In one variation of this form, the subsystems each include a wireless telephone or other type of voice communication device coupled to one wireless network for voice communications and a PDA coupled to another wireless network for data/control communications.  
      Yet another embodiment includes providing a communication system with a server and one or more remote and mobile subsystems. The server is operable to provide the status of one user to another user and, upon request, provide notification and/or updates relating to the status. Communications between the server and subsystems can include wireless transmissions to and/or from one or more devices comprising a subsystem.  
      A further embodiment of the present invention links one or more remote and mobile personal communication subsystems to a private communication server controlled by a company. The server is operable to provide information specific to the company, such as a company directory or company account information, in response to a requesting one of the subsystems. The subsystems can include means for vocal communication, and for communicating data and/or control signal information over wireless networks. Furthermore, the server can include both a private telephone switch coupled to the PSTN and a connection to a publicly accessible computer network like the Internet. For this arrangement, each subsystem can include a PDA for communicating with the server via the computer network and a wireless voice communication device such as a wireless telephone for communicating through the private telephone switch of the server.  
      All publications, patents, and patent applications cited in this specification are herein incorporated by reference as if each individual publication, patent, or patent application were specifically and individually indicated to be incorporated by reference and set forth in its entirety herein. While the invention has been illustrated and described in detail in the drawings and foregoing description, the same is to be considered as illustrative and not restrictive in character, it being understood that only selected embodiments have been shown and described and that all changes, equivalents, and modifications that come within the spirit of the inventions, embodiments, and forms described herein are desired to be protected.