Patent Document

FIELD 
       [0001]    Systems and methods for supporting teletype (TTY) communications are disclosed. More particularly, support for using an analog TTY device with a soft client executed by a computer is disclosed. 
       BACKGROUND 
       [0002]    Personal computer (PC) based thick clients or soft phones, such as Avaya one-X 
         [0003]    Communicator and Avaya Aura Agent Desktop, or browser based thin telecommunications clients, such as WebRTC applications, can operate in various modes. For example, in what is sometimes referred to as a “Road Warrior” mode, the media stream associated with a communication goes to and from the PC, with audible inputs and outputs typically supported by the PC&#39;s soundcard. As another example, in what is sometimes referred to as a “Telecommuter” mode, the media stream associated with a communication goes to and from a physical telephone that is under the control of the PC. 
         [0004]    A problem that arises in connection with disability access and Section  508  compliance is that most PC clients have no inherent support for TTY communication. (A TTY, also known as a TDD, is an analog text terminal used by people who are deaf, hard-of-hearing, or speech-impaired for communication via a telephone network.) A soft client that does not provide inherent support for TTY communication must be operated in a Telecommuter mode, with the soft client controlling a physical TTY device, in order for a user of the soft client to communicate with another party using TTY communication. The problem is that many contact centers or other operations that use soft clients typically operate in Road Warrior mode, with no ability to change to Telecommuter mode mid-call. Accordingly, a contact center agent who receives a TTY call while in the Road Warrior mode will be unable to respond to that call without losing access to the job-specific options that a specialized soft client presents (e.g., an ability to view a list of the previous transactions associated with the caller&#39;s “caller ID” information). 
         [0005]    In a typical scenario in which a contact center agent is operating in Road Warrior mode, the agent&#39;s first indication that the caller is using a TTY is that the agent will hear TTY “Baudot tones” in his or her headset. The agent must then quickly transfer the call away from the soft client to his or her desktop TTY device, and then answer the call with the TTY. Because the agent&#39;s PC is now no longer in the call path, all of the soft client functionality is lost. This can result in severely diminished capabilities because TTY devices are analog telecommunication devices with functionality limited to what is available on basic plain old telephone system (POTS) phones. 
         [0006]    Another factor that must also be taken into account with a soft client solution is that only about 50% of TTY users are deaf. Most of the remaining 50% are hard-of-hearing. The distinction is important because the vast majority of hard-of-hearing individuals have no trouble speaking Quite simply, their problem is that they cannot hear adequately on a telephone. These individuals often prefer to receive via TTY and then reply by voice, a mixed-mode style of communication referred to as Voice Carry Over or VCO. The person who is communicating with a VCO user must be able to transmit via TTY and then receive a voiced response, a mixed-mode style of communication referred to as Hearing Carry Over or HCO. Although the US Code of Federal Regulations, 36 CFR Part 1194.23(a), requires support for mixed-mode voice-and-TTY communication, neither the Road Warrior nor the Telecommuter modes of operation satisfies the regulation. 
         [0007]    Although it may seem that the obvious solution is to embed a “soft TTY” function within the soft client, thereby allowing TTY support while in Road Warrior mode, this solution is impractical because of the large variety of incompatible TTY protocols in use around the world. For example, TTY devices in the United States follow the 45.45 baud Baudot protocol, TTY devices in the United Kingdom follow the 50 baud Baudot protocol, TTY devices in Germany follow the EDT standard, TTY devices in France follow the Minitel standard, TTY devices in Sweden follow the V.21 standard, and so on. 
         [0008]    A solution is required that allows an analog TTY device to be used in conjunction with a soft client, while continuing to use the PC&#39;s audio capabilities for voice communication. 
       SUMMARY 
       [0009]    Systems and methods that provide support for TTY communications in connection with TTY devices operated in connection with computer implemented endpoints, such as but not limited to endpoints running soft clients, such as soft phones or other thick clients, or thin clients such as WebRTC (Real Time Communication) enabled browsers, are disclosed. More particularly, a communication application, such as a soft phone, WebRTC browser, or other application supporting voice communications can be executed by a computer. The computer can receive audible inputs from and provide audible output to a user through an attached microphone and speaker, or through a headset. In addition, the computer is connected to a TTY device. The computer can also be connected to a physical telephone. In accordance with embodiments of the present disclosure, different communication modes supported by the soft client and the devices associated with the computer can be selected through operation of the soft client, an associated monitor/branching application, and/or manual user input. 
         [0010]    Methods in accordance with embodiments of the present disclosure allow a computer executing a soft client or other application operating in a “Road Warrior” mode, in which a media stream comprising audible signals is provided to and received from a user of a communication endpoint through the computer running the soft client or other application, to switch mid-call to a “Telecommuter” mode, in which the media stream originates and terminates in an associated device. (Note that, in Telecommuter mode, all non-media and call control functions presented by the user interface of the application remain available to the user. The only difference is that the PC is no longer being used as a media endpoint.) In this case, the associated device is a TTY. In accordance with at least some embodiments, the transmit and receive media streams are handled differently. Specifically, when the communication endpoint is operated in Voice Carry Over or VCO mode, the received signal is directed to the user&#39;s TTY device (as it would be in Telecommuter mode) to provide a text output to the user, with the user&#39;s voice responses transmitted to the other party via the PC audio apparatus (as it would be in Road Warrior mode). Similarly, when the communication endpoint is operated in Hearing Carry Over or HCO mode, the received voice signal is directed to the PC audio apparatus, with all transmission by the user originating from the TTY device. In accordance with at least some embodiments, the TTY communication is transmitted using a connection to a communication server that bypasses the computer of the communication endpoint. 
         [0011]    In an exemplary configuration, the communication endpoint user&#39;s microphone would be muted automatically when the user is entering text to the TTY device. The purpose of this muting is to ensure that the TTY transmissions are not corrupted or distorted by sounds that might be picked up by the microphone. Similarly, the communication endpoint user&#39;s headset or speakers would be muted automatically when TTY communications are being received and text is being output to the user by the TTY device. The purpose of this muting is to avoid forcing the user to hear the TTY tones. The switch from a Road Warrior mode to a Telecommuter mode, and/or to one of the hybrid modes, can be made automatically or in response to user input. Factors that could identify the need for a mode change include:
       (a) Receiving a call at the first communication endpoint, with a “Caller ID” number or name that is known to be associated with a TTY, HCO, or VCO requirement;   (b) Initiating a call from the first communication endpoint, to a number or name that is known to be associated with a TTY, HCO, or VCO requirement;   (c) Receiving a call at the first communication endpoint via an inbound phone number identified as being for TTY, VCO, HCO users;   (d) Receiving a call at the first communication endpoint that had been routed to the user via a TTY hunt group;   (e) Receiving a call at the first communication endpoint in which the calling party had previously self-identified as requiring TTY, VCO, HCO support;   (f) Detection of TTY communications by an enterprise public switched telephone network (PSTN) Gateway;   (g) Detection of TTY communications by the soft client.       
 
         [0019]    In addition, the ability to switch modes manually is supported. For example, if the user of the communication endpoint operating in Road Warrior mode hears TTY communications in his or her headset, the user can switch manually to one of the TTY modes. The mode switching operations can be made mid-call. 
         [0020]    Architecturally, various configurations are supported. In one case, there is a direct communication pathway between the TTY device and the associated PBX, illustratively an Avaya Communication Manager or Nortel Communication Server  1000 . In this configuration, control of the media streams—i.e., control of whether the PC audio mechanism or the TTY should be the media endpoint—is handled by the PBX. In the other configuration, the TTY is connected to the PC rather than to the PBX. Methods that allow direct TTY-PC communication include USB, Bluetooth, and connection via the PC&#39;s headphone jack. In this configuration, all communication to and from the PBX is directed to the PC, with control of the media streams handled by the PC soft client. 
         [0021]    In addition, a communication endpoint can be configured in a variety of ways. For example, the communication endpoint can include a computer that executes an application. In an exemplary embodiment, the application is a soft client that can provide Road Warrior and Telecommuter modes, and support for TTY and hybrid TTY modes. Moreover, the soft client can comprise a soft phone and/or can include or be associated with a monitor application branching application. In another exemplary embodiment, the endpoint can include a computer that executes a browser or other application that enables the computer to provide Road Warrior and/or Telecommuter modes, and support for TTY and hybrid TTY modes. According to such embodiments, the application can include a browser with Real Time Communication (RTC) capabilities that is in communication with a web server. Such capabilities can be provided by incorporating WebRTC components in the browser. 
         [0022]    Additional features and advantages of embodiments of the present invention will become more readily apparent from the following description, particularly when taken together with the accompanying drawings. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0023]      FIG. 1  is a block diagram depicting components of a system in accordance with embodiments of the present disclosure; 
           [0024]      FIG. 2A  is a block diagram of a server executing a monitor/branching application in accordance with embodiments of the present disclosure; 
           [0025]      FIG. 2B  is a block diagram of a computer executing a soft client application accordance with embodiments of the present disclosure; 
           [0026]      FIG. 3  is a flowchart depicting aspects of a method in accordance with embodiments of the present disclosure; 
           [0027]      FIG. 4  is a flowchart depicting other aspects of a method in accordance with embodiments of the present disclosure. 
       
    
    
     DETAILED DESCRIPTION 
       [0028]      FIG. 1  is a block diagram depicting components of a communication system  100  in accordance with embodiments of the present invention. As shown, the communication system  100  can include a communication server  104 . The communication system  100  also includes a plurality of communication endpoints or devices  108 . The communication endpoints  108  are in communication with one another (and with the communication server  104 , if provided) via one or more communication networks  112 . In addition, each communication endpoints  108  can be associated with a user  116 . 
         [0029]    In an exemplary embodiment, the communication system  100  can include one or more communication endpoints  108  that are part of an enterprise system. For instance, portions of the communication system  100  can comprise a call center. In addition, the communication system  100  can include at least portions that comprise the public switched telephone network (PSTN). 
         [0030]    The communication server  104  can provide support for various functions. For example, the communication server  104  can comprise an automatic call (or contact) distribution (ACD) system that performs call routing functions to connected communication endpoints  108  comprising agent workstations or endpoints, each associated with an agent user  116 , connected as part of an enterprise system or network. When implemented as an ACD server, the communication server  104  generally functions to connect communication endpoints  108  comprising agent workstations to communication devices or endpoints  108  of customers or other users  116  through the communication network  112 , to allow agent users  116  to service customer contacts. In accordance with embodiments of the present disclosure, the contacts comprise telephony communications. For example, contacts can be in the form of voice communications. Alternatively or in addition, the contact can at least partially be in the form of a TTY communication. As can be appreciated by one of skill in the art after consideration of the present disclosure, the communication server  104  can maintain one or more queues for organizing and maintaining or holding contacts waiting for handling by a contact center agent user  116 . For example, a single queue or plurality of queues can be provided to sort contacts according to various parameters. Agent users  116  are assigned to provide services to contacts that have been placed within one or more of the queues based on availability and/or weighting factors. As another example, the communication server  104  can comprise a private branch exchange (PBX). As yet another example, the communication server  104  can comprise an automated resource, such as an interactive voice response (IVR) system or server. Although shown as including one server  104 , a communication system  100  can include multiple servers  104  of the same or different types. 
         [0031]    A communication endpoint  108  generally provides support for voice communications. In accordance with embodiments of the present disclosure, a communication endpoint  108  will provide support for TTY communications. Accordingly, a communication endpoint  108 , and in particular an analog communication endpoint  136 , can comprise a telephone  120  (e.g. an analog telephone or hardware voice over Internet protocol (VoIP) telephone) and an associated TTY device  124 . As can be appreciated by one of skill in the art after consideration of the present disclosure, a telephone  120  is at least capable of supporting basic voice telephony functions in connection with a circuit-switched or packet data network  112 . As can also be appreciated by one of skill in the art after consideration of the present disclosure, a TTY device  124  is an analog device capable of receiving and/or transmitting text using signals in the form of tones according to one or more TTY protocols. In addition to supporting voice and TTY communications, the communication endpoints  108  comprising workstations can include a user output in the form of a display and a speaker, either freestanding or as part of a headset, and a user input in the form of a keypad, keyboard, touch screen input, pointing devices, video cameras, a microphone, or the like. At least one communication endpoint  108  in a communication system  100  in accordance with embodiments of the present disclosure is a communication endpoint  108  comprising a first type of soft client (e.g., soft phone) enabled communication endpoint  140  that includes a computer  128  that provides telephony functions through the execution of a voice telephony soft client application  132 . The first type of soft client enabled communication endpoint  140  comprising a computer  128  also includes a TTY device  124  attached the computer  128 , and audible output device, and an audible input device. The first type of soft client enabled communication endpoint  140  comprising a computer  128  can also include a telephone  120  attached to or operated in association with the computer  128 . In addition, the communication system  100  can include a communication endpoint  108  comprising a second type of soft client enabled communication endpoint  144 , which is similar to the first type of soft client enabled communication endpoint  140 , but is associated with a telephone  120  that is provided with a telephony signal by the communications server  104 , that is not processed by and/or passed through the computer  128  included in the second type of soft client enabled communication endpoint  144 . Moreover, this second type of soft client enabled communication endpoint  144  can operate in connection with a communication application that includes a soft client application  132  comprising a soft phone or a WebRTC (Real Time Communication) enabled browser application  134 . 
         [0032]    The communication network  112  can include a private intranet, the Internet, a local area network (LAN), wide area network (WAN), public switched telephone network (PSTN), wireless networks, cellular telephony networks, satellite telephony networks, virtual or cloud networks, remote or off-premise networks. In addition, the communication network  112  can include a plurality of networks in any combination. 
         [0033]      FIG. 2A  is a block diagram depicting components of a server  104  in accordance with embodiments of the present disclosure. The server  104  can include a general purpose computer or server, and can comprise any type of server device, including but not limited to a communication server.  FIG. 2B  is a block diagram depicting components of a communication endpoint  108  comprising a soft client enabled communication device  140  or  144  that includes a computer  128  in accordance with embodiments of the present disclosure. The computer  128  can comprise a general purpose computer, such as a desktop or laptop personal computer (PC). As a further example, the computer  128  can comprise a thin client device operating in connection with a server, such as a communication server  104  that provides hosted virtual machine (VM) services. As yet another example, the computer  128  can comprise any computing device capable of providing a voice telephony facility or soft phone function by executing, either locally or remotely through a virtual machine, a soft client application  132  and/or a WebRTC enabled browser  134  as described herein. 
         [0034]    As both the server  104  and the two types of soft client enabled communication devices  140  or  144  generally incorporate computers, the following discussion applies to both  FIGS. 2A and 2B , unless noted otherwise. The server  104  or computer  128  includes a processor  204  capable of executing program instructions. The processor  204  can include any general purpose programmable processor or controller for executing application programming. Alternatively, the processor  204  may comprise a specially configured application specific integrated circuit (ASIC). The processor  204  generally functions to run programming code implementing various functions performed by the server  104  or computer  128 . For example, the processor  204  can implement functions including but not limited to performing monitor/branching functions through the execution of a monitor/branching application and/or supporting voice telephony and TTY communications as described herein. 
         [0035]    The server  104  and computer  128  additionally include memory  208 . The memory  208  can be used in connection with the execution of programming by the processor  204 , and for the temporary or long term storage of data and/or program instructions. In accordance with embodiments of the present disclosure, the soft client application  132  associated with a soft client enabled communication device  140  or  144  may be stored on and executed in connection with the memory  208  of the associated computer  128 . Alternatively or in addition, the memory of a soft client enabled communication device  144  can store a WebRTC enabled browser  134 , for example where a soft phone function is provided by the WebRTC enabled browser  134  in combination with a server  104  hosting WebRTC services. As a further example, the memory  208  of the server  104  and or a soft client enabled communication device  140  or  144  can store a monitor/branching application or function  220 . As yet another alternative, the functions of a monitor/branching application  220  can be performed entirely or in part by the soft client application  132 . A WebRTC host application  222  can be provided by a server  104  in communication with systems  100  using communication endpoints  144  with WebRTC enabled browsers  134 . As another example, user profile data  224  can be stored in the memory  208 . A server  104  implementing an ACD function can also include an ACD application  226 . The memory  208  can include solid state memory that is resident, removable and/or remote in nature, such as DRAM and SDRAM. Moreover, the memory  208  can include a plurality of discrete components of different types and/or a plurality of logical partitions. In accordance with still other embodiments, the memory  208  comprises a non-transitory computer readable storage medium. Such a medium may take many forms, including but not limited to, non-volatile media, volatile media, and transmission media. Non-volatile media includes, for example, NVRAM, or magnetic or optical disks. Volatile media includes dynamic memory, such as main memory. Common forms of computer-readable media include, for example, a floppy disk, a flexible disk, hard disk, magnetic tape, or any other magnetic medium, magneto-optical medium, a CD-ROM, any other optical medium, punch cards, paper tape, any other physical medium with patterns of holes, a RAM, a PROM, and EPROM, a FLASH-EPROM, a solid state medium like a memory card, any other memory chip or cartridge, or any other medium from which a computer can read. 
         [0036]    In addition, and in particular in connection with a soft client enabled communication endpoint  140  or  144 , user input devices  212  and user output devices  216  may be provided. As examples, a user input device  212  can include a microphone  228 , while a user output device  216  can include a speaker  232 . A user input device  212  can also be integrated with a user output device  216 , for example in the form of a headset that provides both a microphone  228  and a speaker  232 . Whether provided separately or as part of an integrated peripheral device, a microphone  228  and a speaker  232  can be operated in connection with an interface or facility of the computer  128  for receiving audible input from and providing audible output to a user  116 , for example in the form of a sound card integrated with or attached to the computer  128 . Other examples of user input devices  212  include a keyboard, a numeric keypad, a touch screen, touch pad, mouse, video camera, scanner, and pointing device combined with a screen or other position encoder. Other examples of user output devices  216  include a display, a touch screen display, and a printer. 
         [0037]    The server  104  and soft client enabled communication endpoint  140  or  144  also generally include a communication interface  240  that interconnects the communication server  116  to the communication network  112  to support the transmission of voice and/or TTY communications. The communication interface  240 , or alternatively one or more additional communication interfaces  240 , also support connections between the computer  128  and a TTY device  124 , and/or a telephone  120 . Accordingly, examples of a communication interface  240  include a wired or wireless Ethernet network interface, a plain old telephone system (POTS) interface, a universal serial bus (USB) interface, a Bluetooth interface, or the like. 
         [0038]    As shown in  FIG. 2B , a soft client enabled communication endpoint  140  or  144  can be associated with a hardware telephone  120  and/or a TTY device  124 . More particularly, the first type of soft client enabled communication endpoint  140  includes both a telephone  120  and a TTY device  124 . The telephone  120  and TTY device  124  can be connected to the computer  128  through the communication interface  240 . For example, the telephone  120  and TTY device  124  can be connected to the computer  128  via separate USB ports provided as part of the communication interface  240 . The second type of soft client enabled communication endpoint  144  includes a telephone  120  that is available to the user  116  of that communication endpoint  144 , for example by being located in the proximity of the computer  128 , but that is not connected to the communication interface  240 . Instead, the telephone  120  provided as part of the second type of soft client enabled communication endpoint  144  is connected to the communication network  112  through an analog or digital channel supported by the communications server  104 . 
         [0039]      FIG. 3  is a flowchart depicting aspects of a method in accordance with embodiments of the present disclosure. Moreover, the method can be performed in connection with the operation of a soft client enabled communication device  140  or  144  incorporating a computer  128  as described herein. At step  304 , a communication is initiated. In general, the communication is, at least nominally, a voice telephony communication. However, as described herein, components of the system  100  can be configured to support pure TTY (i.e., text) or hybrid TTY (i.e., text and voice) communication using a voice telephony communication link. The initiated communication includes as an endpoint at least one communication device  108  that incorporates a computer  128  executing a soft client application  132  as described herein. As an example, but without limitation, the initiation of the communication can include a call from or to the communication endpoint  108  (e.g. an analog communication endpoint  136 ) of a customer or other user  116 . Moreover, the communication can be received at or placed through a communications server  104 . In such a scenario, the communication server  104  can select a soft client enabled communication endpoint  140  or  144  associated with an agent user  116  to handle the voice telephony communication. Where the communication includes a soft client enabled communication endpoint  144  using a WebRTC enabled browser  134  to support telephony communications, the communication endpoint  144  may be connected to a URL hosted by the server  104 . 
         [0040]    At step  308 , a determination can be made as to the operating mode of the soft client enabled communication device  140  or  144  incorporating a computer  128 . This determination can be made by the soft client application  132  executed by the computer  128  of the soft client enabled communication device  140  or  144 . If the soft client enabled communication device  140  or  144  is determined to be in a Telecommuter mode, the media comprising the communication is routed to a telephone  120  connected to or associated with the computer  128  (step  312 ). More particularly, for the first type of soft client enabled communication device  140 , the media is routed to a telephone  120  connected to the computer  128 . For the second type of soft client enabled communication device  144 , the media is routed to a telephone  120  associated with the soft client enabled communication device  144 . Accordingly, the user  116  of the communication device  108  incorporating a computer  128  can participate in the communication using the hardware telephone  120 . Alternatively, if the soft client enabled communication device  108   140  or  144  is determined to be in a Road Warrior mode, the media comprising the communication is routed for handling by the microphone  228  included in the user input  212  and the speaker  232  included in the user output  216  of the computer  128  (step  316 ). 
         [0041]    At step  320 , a determination is made as to whether a TTY support is required. The determination as to whether a TTY support is required can be made in various ways. For example, a user  116  of the soft client enabled communication endpoint  140 ,  144  can provide manual input indicating that the user has heard a TTY communication as part of the audible output provided to the user through the telephone  120  (when the soft client enabled communication device  140  or  144  is operating in Telecommuter mode), or through the speaker  232  of the user output  216  (when the soft client enabled communication device  140  or  144  is operating in Road Warrior mode). As another example, the presence of a TTY communication in the communication can be detected automatically by the monitor/branching application or function  220 . For instance, a monitor/branching application or function  220  executed by the soft client enabled communication device  140  or  144  operating as an endpoint to the communication can perform the TTY communication detection function. As a further example, a monitor/branching application or function  220  executed by the communications server  104  can perform the TTY communication detection function. 
         [0042]    The switch from a Road Warrior mode to a Telecommuter mode, and/or to one of the hybrid modes, can be made automatically or in response to user input. Factors that could identify the need for a mode change include:
       (a) Receiving a call at the first communication endpoint, with a “Caller ID” number or name that is known to be associated with a TTY, HCO, or VCO requirement;   (b) Initiating a call from the first communication endpoint, to a number or name that is known to be associated with a TTY, HCO, or VCO requirement;   (c) Receiving a call at the first communication endpoint via an inbound phone number identified as being for TTY, VCO, HCO users;   (d) Receiving a call at the first communication endpoint that had been routed to the user via a TTY hunt group;   (e) Receiving a call at the first communication endpoint in which the calling party had previously self-identified as requiring TTY, VCO, HCO support;   (f) Detection of TTY communications by an enterprise public switched telephone network (PSTN) Gateway;   (g) Detection of TTY communications by the soft client.       
 
         [0050]    In addition, the ability to switch modes manually is supported. For example, if the user of the communication endpoint operating in Road Warrior mode hears TTY communications in his or her headset, the user can switch manually to one of the TTY modes. The mode switching operations can be made mid-call. 
         [0051]    In response to identifying the need for TTY communication, the soft client application  132  operating mode is switched to (or maintained in) the Telecommuter mode (step  324 ). By switching to (or maintaining) the Telecommuter mode, support for TTY communications at the soft client enabled communication endpoint  140  or  144  can be provided by the attached TTY device  124 . Accordingly, embodiments of the present disclosure provide a soft client application  132  that is capable of switching from the Road Warrior mode to the Telecommuter mode mid call. In particular, connectivity with respect to the communication is maintained. In accordance with a soft client enabled communication device  144 , switching to Telecommuter mode involves the server  104  routing the call to the telephone  120 , either directly or by branching the call to a separate voice telephony (e.g., a PSTN) server. 
         [0052]    At step  328 , the TTY device  124  connected to the computer  128  of the soft client enabled communication endpoint  140  or  144  is enabled. Enabling the TTY device  124  can include branching the communication to that device  124 . For example, a monitor/branching application  220  executed by the soft client enabled communication endpoint  140  or  144  can branch the media stream to the TTY device  124 . Moreover, for the first type of soft client enabled communication endpoint  140 , the monitor/branching application  220  can enable the connected telephone  120  as part of switching from the Road Warrior mode to the Telecommuter mode. As another example, a monitor/branching application  220  executed by the communications server  104  can operate in association with the second type of soft client enabled communication device  144  to signal that device  144  to enable the TTY device  124 , and can branch the communication to the telephone  120  associated with the communication device  144 . As yet another example, a monitor/branching application  220  executed by the server  104  can operate in connection with the second type of soft client enabled communication device  144  to send a signal to the TTY device  124  directly or through an additional server (e.g., a PSTN server). Accordingly, embodiments of the present disclosure allow a soft client enabled communication endpoint  140  or  144  to be configured to support TTY communications in response to detecting a TTY communication, even if doing so requires changing from a Road Warrior mode to a Telecommuter mode. In addition, the features provided by the soft client application  132  remain available to the user  116  of the soft client enabled communication endpoint  140  or  144 . 
         [0053]    At step  332 , a determination can be made as to whether the call comprising the communication has ended. If the call has not ended, the process can return to step  308 . Accordingly, embodiments of the present disclosure allow the operating mode of the soft client enabled communication endpoint  140  or  144  to be changed at any point in a call. In addition, monitoring for TTY communications can be performed for the duration of the call. If the call has terminated, the process can end. 
         [0054]    With reference now to  FIG. 4 , aspects of a process for providing support for hybrid communications through a soft client enabled communication device  140  or  144  are illustrated. At step  404 , a voice communication (e.g. a call) is initiated. The communication can be initiated from any communication endpoint  108  in the communication system  100 , or by a communications server  104 . In addition, at least one endpoint to the communication includes a soft client enabled communication endpoint  140  or  144 . 
         [0055]    At step  408 , a determination is made as to whether TTY support is required and if hybrid TTY support is also required. For example, a user  116  of the soft client enabled communication endpoint  140  or  144  can provide manual input indicating that the user has heard a TTY communication as part of the audible output provided to the user through the telephone  120  (when the communication device  140  or  144  is operating in a Telecommuter mode), or through the speaker  232  of the user output  216  (when the communication device  140  or  144  is operating in Road Warrior mode). As another example, the presence of a TTY communication in the communication can be detected by a monitor/branching application or function  220 . For instance, a monitor/branching application or function  220  executed by the soft client enabled communication device  140  or  144  operating at an endpoint to the communication can perform the TTY communication detection function. As a further example, a monitor/branching application or function  220  executed by the communication server  104  can perform the TTY communication detection function. Automatic detection can be put performed in various ways. For example, various factors can be used to automatically detect the presence of a TTY communication. These factors can include: a) Receiving a call at the first communication endpoint, with a “Caller ID” number or name that is known to be associated with a HCO, or VCO requirement; b) initiating a call from the first communication endpoint, to a number or name that is known to be associated with a HCO, or VCO requirement; and c) receiving a call at the first communication endpoint in which the calling party had previously self-identified as requiring HCO or VCO support. 
         [0056]    In addition, the ability to switch modes manually is supported. For example, if the user of the communication endpoint operating in Road Warrior mode hears TTY communications in his or her headset, the user can switch manually to one of the TTY modes. The mode switching operations can be made mid-call. In response to determining the need for supporting a TTY communication, a determination is next made as to whether the entire communication (i.e. both incoming and outgoing media streams) comprises TTY communications (step  412 ). If the entire communication is determined to comprise TTY communications, the incoming and outgoing media streams are routed through the TTY device  124  connected to the soft client enabled communication endpoint  140  or  144  (step  416 ). This routing can be performed by a monitor/branching application  220  running on a server  104  or endpoint  140  or  144 . In the case of a communication endpoint  144  running a WebRTC enabled browser  134 , the routing can be performed by the server  104 . Where TTY communication detection is performed automatically by a monitor/branching application or function  220 , whether executed by the soft client enabled communication endpoint  140  or  144  or the communication server  104 , that application or function  220  can signal a soft client application  132  to route the media to the TTY device  124 . In the case of a communication endpoint  144  using either a thick client or a WebRTC enabled browser  134 , the media is routed to the TTY device  124  by the server  104 . Accordingly, all incoming and all outgoing signals are passed through the TTY device  124 . In addition, the soft client application  132  or WebRTC enabled browser  134  remains operable, and the functions of the soft client application  132  with respect to the communication remain available to the user  116  of the soft client enabled communication endpoint  140  or  144 . 
         [0057]    Alternatively, if the communication is not entirely comprised of a TTY communication, a determination is next made as to whether the TTY communication is being used in a voice carryover (VCO) or a hearing carryover (HCO) communication style (step  420 ). As used herein, the style of the TTY communication is determined with reference to the remote user  116  (i.e. the user  116  that is remote with respect to the soft client enabled communication endpoint  140  or  144 ). 
         [0058]    If the TTY communication is determined to be a VCO style communication, the incoming media stream is routed to the TTY device  124  connected to the computer  128  (step  424 ). The microphone  228  remains active, and can provide an outgoing media stream in the form of speech (i.e., a voice signal) provided by the user  116  of the soft client enabled communication device  140  or  144 . Accordingly, the user  116  of the soft client enabled communication device  140  or  144  can receive the incoming media stream in the form of text through the TTY device  124 . In addition to routing the incoming media stream to the TTY device  124 , the soft client application  132  can disable the output of an audible portion of the call to the user  116  of the soft client enabled communication device  140  or  144 . For example, the speaker  232  can be disabled by disabling the output from the soundcard of the computer  128 . As a result, the user  116  is not provided with the audible tones comprising the incoming TTY communication. This provides an improved user experience, as the TTY tones can be very distracting. If the TTY communication is determined to be an HCO style communication, the outgoing media stream is routed from the TTY device  124  connected to the computer  128  (step  428 ). The speaker  232  remains active and can continue to provide the incoming media stream (i.e., the incoming voice) to the user  116  of the soft client enabled communication endpoint  140  or  144 . The user  116  of the communication device  108  including the computer can therefore provide an outgoing media stream in the form of text input by the user through the TTY device  124 . In addition to sending an outgoing media steam from the TTY device  124 , the soft client application  132  can disable the microphone  228 . Accordingly, room or other noise that might be picked up by the microphone  228  and that could interfere with the accurate transmission of the TTY communications is prevented from entering the media stream. At step  432 , a determination can be made as to whether the call has ended. If the call has not ended, the process can return to step  408 . Accordingly, monitoring for the presence of a TTY communication can be performed continuously, for the entire duration of the call. If the call is concluded, the process can end. 
         [0059]    As described herein, systems and methods that provide support for the use of a TTY device  124  in combination with a soft client enabled communication endpoint  140  or  144  are provided. The soft client communication endpoint  140  or  144  can provide a voice telephony facility in connection with a thick client soft phone application  132 , a thin client soft phone application  132  that is hosted by a virtual machine service, or a thin client in the form of a WebRTC enabled browser application  134  that provides support for voice telephony. 
         [0060]    Although specific example scenarios have been discussed, other embodiments and configurations are possible. For example, multiple endpoints to a call can utilize soft client enabled communication endpoints  140  or  144  with support for mode switching and/or hybrid communication modes as described herein. In addition, although examples have been discussed in which a soft client enabled communication endpoint  140  or  144  is provided as part of a call center or other enterprise system or network, inclusion in such a system or network is not required. In addition, it should be appreciated that the participation of a communication server in the detection of modes and or the branching of media streams between output devices is not required. Rather at least some embodiments of the present disclosure can be implemented by a soft client enabled communication endpoint  140  executing a monitor/branching application or function  220  as described herein. 
         [0061]    In accordance with still other embodiments, there is a direct communication path between a communication server  104 , such as a PBX and a TTY device  124 . In this configuration, control of the media streams, and in particular control of whether the PC  128  audio mechanism of the soft client enabled communication endpoint  144  or the TTY device  124  associated with the soft client enabled communication endpoint  144  should be the media endpoint, is handled by the communication server  104 . For example, through the execution of a monitor/branching application  220  by the communication server  104 , the media streams can be controlled. 
         [0062]    In accordance with embodiments of the present invention, incorporating a communication endpoint  144  using a WebRTC enabled browser  134 , telephony communications are carried by the Internet by connecting the browser  134  to a URL hosted by the server  104 . In order to provide an analog signal to a TTY device  124  associated with the communication endpoint  144 , the server  104  can branch the communication to another server, such as a PBX or PSTN server, that is capable of transporting a TTY communication to and from the TTY device  124 . 
         [0063]    The foregoing discussion of the invention has been presented for purposes of illustration and description. Further, the description is not intended to limit the invention to the form disclosed herein. Consequently, variations and modifications commensurate with the above teachings, within the skill or knowledge of the relevant art, are within the scope of the present invention. The embodiments described hereinabove are further intended to explain the best mode presently known of practicing the invention and to enable others skilled in the art to utilize the invention in such or in other embodiments and with various modifications required by the particular application or use of the invention. It is intended that the appended claims be construed to include alternative embodiments to the extent permitted by the prior art.

Technology Category: 5