公开(公告)号：JP2002009938A

公开(公告)日：2002-01-11

申请号：JP2001064325

申请日：2001-03-08

Applicant: IBM

Inventor： MANDALIA BAIJU D ,  HOHER ANN-MARIE W ,  JOFF SCOTT S ,  ALCENDOR TOMMY R ,  COHEN RAN R ,  SHVADRON UZI U

IPC: H04M3/42 ,  H04L12/66 ,  H04M3/00 ,  H04M3/428 ,  H04M3/533 ,  H04M3/56 ,  H04M7/00 ,  H04M11/00

Abstract: PROBLEM TO BE SOLVED: To release a multiservice communication system and a multiservice communicating method which can integrate the conventional PSTN function and a voice-over-IP/voice-over-data(VOIP/VOD) function within the same communication system. SOLUTION: Script generally interacts with a PSTN call and an IP call in the context of the same service through the extension of a scripting function that supports the above functions, the same service logic is shared about both a PSTN medium and an IP medium, a conference of the participants of both the PSTN and the IP is held, information is stored and transferred between the two media, an on-hold media is reproduced in an interface, and the information can simultaneously be monitored between two media. The disclosed system generally follows the integration of the PSTN network and the IP network and can also integrate other service functions without loosing universalness.

公开(公告)号：DE10121789A1

公开(公告)日：2001-12-06

申请号：DE10121789

申请日：2001-05-04

Applicant: IBM

Inventor： RINGHOF PAUL G ,  DAHMUS EDWARD J ,  COHEN RAN R ,  KLIMER RONI ,  SHVADRON UZI U ,  WONG JULIO ,  HOOD DANNY J

IPC: H04M3/523 ,  H04M7/00 ,  H04Q3/64 ,  H04M3/50

Abstract: The programmable work station (1121) has a JavaPhone device providing audio control elements/audio status and/or call control elements/call status, together with a PlusTep device providing TCP/IP communication support for local connections with the JavaPhone device and a PluTapi device. The PlusTapi commands and data elements are specified for a IWSP platform for allowing a DA-Operator to communicate with the JavaPhone device and execution of audio and call control operations. Also included are Independent claims for the following: (a) a programmable work station method; (b) a computer medium providing a programmable work station function

公开(公告)号：CA2337782C

公开(公告)日：2010-09-21

申请号：CA2337782

申请日：2001-02-15

Applicant: IBM

Inventor： MANDALIA BAIJU D ,  HOHER ANNE-MARIE W ,  JOFFE SCOTT S ,  ALCENDOR TOMMY R ,  COHEN RAN R ,  SHAVDRON UZI U

IPC: H04L12/66 ,  H04M3/42 ,  H04M3/00 ,  H04M3/428 ,  H04M3/533 ,  H04M3/56 ,  H04M7/00 ,  H04M11/00 ,  H04M11/06

Abstract: A multi-service communication system and method is disclosed which permits the integration of traditional PSTN functions and voice-over-IP/voice-over-data (VOIP/VOD) functions within the same communication system. The extension of scripting functions to support these features in general simultaneously permits the script to interact with PSTN and IP telephones within the context of the same services, to share the same service logic for both PSTN and IP media, to conference participants on both PSTN and IP, to store and forward information between the two media, to play on-hold media to the interface, and/or to monitor information between the two media. In general the disclosed invention is amenable to the integration of PSTN and VOIP networks, but other service functions may be integrated with no loss of generality.

公开(公告)号：DE10121789B4

公开(公告)日：2008-10-30

申请号：DE10121789

申请日：2001-05-04

Applicant: IBM

Inventor： RINGHOF PAUL G ,  DAHMUS EDWARD J ,  COHEN RAN R ,  KLIMER RONI ,  SHVADRON UZI U ,  WONG JULIO ,  HOOD DANNY J

IPC: H04M3/50 ,  H04L12/64 ,  H04M3/523 ,  H04M7/00 ,  H04M11/00 ,  H04Q3/64

Abstract: A programmable workstation system and method for network based call center with telephony functions provided over the IP network and using a personal computer is disclosed. For such automated call centers there exists a need to coordinate the telephony functions with agent availability functions. Existing solutions use a switch and PSTN phone to communicate information to an automated call director (ACD). The present invention solves the problem of doing similar reporting and with coexistence of telephony functions along with agent data functions. Features of invention include (a) special protocols to relay agent information to Virtual ACD and coexist with H.323 signaling and (b) the ability to relay agent status and provide screen based interface to agent also for such information for agent availability and alerting. The system disclosed generally incorporates JavaPhone ( 105, 4400 ), PlusTcp ( 109, 5500 ), and PlusTapi ( 110, 6600 ) APIs with associated method functions to implement the major functions.

公开(公告)号：CA2337782A1

公开(公告)日：2001-09-08

申请号：CA2337782

申请日：2001-02-15

Applicant: IBM

Inventor： HOHER ANNE-MARIE W ,  MANDALIA BAIJU D ,  JOFFE SCOTT S ,  ALCENDOR TOMMY R ,  COHEN RAN R ,  SHAVDRON UZI U

IPC: H04M3/42 ,  H04L12/66 ,  H04M3/00 ,  H04M3/428 ,  H04M3/533 ,  H04M3/56 ,  H04M7/00 ,  H04M11/00 ,  H04M11/06

Abstract: A multi-service communication system and method is disclosed which permits t he integration of traditional PSTN functions and voice-over-IP/voice-over-data (VOIP/VOD) functions within the same communication system. The extension of scripting functions to support these features in general simultaneously permits the script to interact with PSTN and IP telephones within the context of the same services, to share the same servic e logic for both PSTN and IP media, to conference participants on both PSTN and IP, to store and forward information between the two media, to play on-hold media to the interface, and/or to monitor information between the two media. In general the disclosed invention is amenable to the integration of PSTN and VOIP networks, but other service functions may be integrated with n o loss of generality.