(12) United States Patent
`Parolkar et al.
`
`I 1111111111111111 11111 111111111111111 lllll 111111111111111 lll111111111111111
`US006704396B2
`
`(10) Patent No.:
`(45) Date of Patent:
`
`US 6,704,396 B2
`Mar.9,2004
`
`(54) MULTI-MODAL COMMUNICATIONS
`METHOD
`
`(75)
`
`Inventors: Satish Parolkar, Austin, TX (US);
`Vikram Bhavsar, Austin, TX (US)
`
`(73) Assignee: SBC Technology Resources, Inc.,
`Austin, TX (US)
`
`( *) Notice:
`
`Subject to any disclaimer, the term of this
`patent is extended or adjusted under 35
`U.S.C. 154(b) by O days.
`
`(21) Appl. No.: 10/083,472
`
`(22) Filed:
`
`Feb.27,2002
`
`(65)
`
`Prior Publication Data
`
`US 2003/0161448 Al Aug. 28, 2003
`
`Int. Cl.7 ............................ H04M 1/64; H04M 3/00
`(51)
`(52) U.S. Cl. ................................ 379/88.17; 379/88.13;
`379/88.18; 379/265.01; 379/265.02; 379/265.09
`(58) Field of Search ............................. 379/67.1, 88.13,
`379/88.17, 88.18, 265.01, 265.02, 265.09,
`900, 908; 370/312, 352, 353, 354; 709/200,
`218, 227
`
`(56)
`
`References Cited
`
`U.S. PATENT DOCUMENTS
`
`5,946,684 A
`5,978,806 A
`5,999,965 A
`6,046,762 A
`6,067,546 A
`6,070,149 A
`6,145,096 A
`6,154,528 A
`6,324,276 Bl
`6,385,309 Bl
`6,445,695 Bl *
`6,446,127 Bl *
`6,477,150 Bl *
`
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`11/1999
`* 12/1999
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`5/2000
`5/2000
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`11/2000
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`9/2002
`11/2002
`
`Lund . . . . . . . . . . . . . . . . . . . . . . . . . . . 707 /10
`Lund . . . . . . . . . . . . . . . . . . . . . . . . . . . 707 /10
`Kelly ......................... 709/202
`Sonesh et al. ................ 348/16
`Lund . . . . . . . . . . . . . . . . . . . . . . . . . . . 707 /10
`Tavor et al. . . . . . . . .. . . . . . . . . . 705 /26
`Bereiter et al. . . . . .. . . . . . . . . . 714/25
`Bennett, III et al. ..... 379/93.25
`Uppaluru et al. .. ... . 379/220.01
`Bennett, III et al. ..... 379/93.25
`Christie, IV ................ 370/352
`Schuster et al. . . . .. . . . . . . . 709 /227
`Maggenti et al. ........... 370/312
`
`2001/0005372 Al
`2001/0047292 Al
`2001/0047294 Al
`2001/0049603 Al
`
`6/2001 Cave et al. ................. 370/401
`11/2001 Montoya . ... ... ... .. ... ... ... 705/10
`11/2001 Rothschild .. ... ... .. ... ... ... 705/14
`12/2001 Sravanapudi et al. .. 704/270.01
`
`FOREIGN PATENT DOCUMENTS
`
`EP
`WO
`WO
`WO
`
`1143679
`0021075
`01/24447
`WO 01/24447
`
`10/2001
`4/2000
`4/2001
`* 4/2001
`
`........... H04L/12/00
`
`OTHER PUBLICATIONS
`
`"A SIP Perspective on the New Converged World", by
`Sinnreich, Dec. 19, 2001, http://www.sipforum.com.
`"Internet Communications Enabled by SIP", by Sinnreich,
`Dec. 19, 2001, http://www.sipforum.org/whitepapers/sin(cid:173)
`nreich.htm.
`"Speech Interface Implementation for XML Browser", by
`Teppo et al., Dec. 19, 2001, http:www.tml.hut.fi/-0=pv/.
`"The Interface between Next-Generation Application Serv(cid:173)
`ers and Medial Servers: SIP and VoiceXML", by Burger,
`Dec. 19, 2001, http:www.voicexmlreview.org/Oct2001/fea(cid:173)
`tures/nextgen.htm1.
`
`* cited by examiner
`
`Primary Examiner-Allan Hoosain
`(74) Attorney, Agent, or Firm-----Greenblum & Bernstein,
`P.L.C.
`
`(57)
`
`ABSTRACT
`
`Communications between an agent and a party using a
`communications device involve sending an interactive script
`using session initiation protocol (SIP) to the communica(cid:173)
`tions device. The interactive script gathers information from
`the communications device or a user of the communications
`device and the requested information is then forwarded to an
`agent terminal using SIP. The interactive script is written in
`a high-level language and securely stored, such that an
`authorized party can easily access and alter the script to suit
`a need for particular information.
`
`24 Claims, 4 Drawing Sheets
`
`-----::r::-
`
`____l__ --
`
`Instacart, Ex. 1046
`
`1
`
`

`

`U.S. Patent
`
`Mar.9,2004
`
`Sheet 1 of 4
`
`US 6,704,396 B2
`
`101
`102
`USER DEVICE
`LAPTOP COMPUTER USER DEVICE
`PDA
`
`103
`USER DEVICE
`PEN COMPUTER
`
`195
`USER DEVICE
`TELEPHONE
`
`C
`
`~---~ 1 04
`USER DEVICE
`WORKSTATION
`
`-1 - - - - - - - - - - - - - -
`
`1 =====I
`190
`MEDIA GATEWAY/PROXY
`CONTROLLER
`
`________ ________, C
`160
`170
`ACDSERVER \
`CALL CENTER
`WORKSTATION
`
`I -
`
`Gaal
`
`-=
`
`□□□00
`aaa □□
`
`150
`CALL QUEUE
`
`FIG. 1
`
`2
`
`

`

`U.S. Patent
`
`Mar.9,2004
`
`Sheet 2 of 4
`
`US 6,704,396 B2
`
`S201
`Receive Call from
`Customer
`
`\
`\,
`
`I
`I
`
`,
`I
`\/
`
`I
`
`S202
`Forward the call
`from the ACD to
`Call Queue
`
`\
`
`\
`
`S203
`Compile and
`Forward SIP
`message with XML
`Script to Customer :
`
`S204
`Receive SIP
`Message with XML
`Script and Replies
`
`I
`
`\ / y
`
`I
`
`S205
`Process Script
`Answers
`
`FIG. 2
`
`3
`
`

`

`U.S. Patent
`
`Mar.9,2004
`
`Sheet 3 of 4
`
`US 6,704,396 B2
`
`CLIENT
`
`ACD SERVER
`
`CALL QUEUE
`
`AGENT
`
`S301
`
`INVITE
`
`S304
`
`180 RINGING
`
`S307
`
`200OK
`ACK
`
`QUERY
`MESSAGE
`S321 - - 200 OK
`
`INVITE--.
`180 RINGING
`
`200OK
`
`ACK
`
`~
`
`QUERY
`MESSAGE
`
`200 OK-----.
`
`S330
`
`QUERY + RESPONSE
`MESSAGE
`
`....._ 200OK
`
`QUERY+ RESPONSE
`MESSAGE~
`200OK--
`
`- - - - 200 OK------,-
`
`1
`
`FIG. 3a
`
`S302
`S303
`
`S306
`
`S320
`
`S331
`
`S340
`
`S341
`S342
`
`4
`
`

`

`U.S. Patent
`
`Mar. 9, 2004
`
`Sheet 4 of 4
`
`US 6,704,396 B2
`
`CLIENT
`
`ACD SERVER
`
`CALL QUEUE
`
`AGENT
`
`S350
`
`S352
`
`--REFER--
`200OK
`
`,___ ____ INVITE--------1--
`
`S354
`
`180
`RINGING
`
`...._ 200OK
`
`- - - - l80RINGING-----1
`I
`- - - - - 200 OK - - - - - - - -1
`
`S356
`
`S358
`
`S360
`
`...._ 200OK
`
`NOTIFY__.
`200 OK - - - - 1
`
`S362
`
`1 - - - ACK - -
`1 - - - - - - - ACK------ S364
`······················' -•••••• RTP/RTCP······ 1 •••••••••••••••••••••••• ► S366
`
`FIG. 3b
`
`5
`
`

`

`US 6,704,396 B2
`
`1
`MULTI-MODAL COMMUNICATIONS
`METHOD
`
`BACKGROUND OF THE INVENTION
`
`1. Field of the Invention
`The present invention relates to data collection. More
`particularly, the present invention relates to collecting infor(cid:173)
`mation from a smart device or a user of a smart device by 10
`sending a message with an interactive script in a generic
`format to the smart device for processing.
`2. Background Information
`In a conventional call center environment, an interactive
`voice response unit (IVR) may be used to collect informa(cid:173)
`tion. Collected information may be used, for example, to
`determine the purpose of the call so that the call may be
`efficiently routed to an appropriate agent. As an alternative,
`a human screener may be used to collect information from
`the caller and transfer the call to an appropriate agent for
`handling.
`An IVR may operate by sending voice instructions to the
`caller and receiving digital input signals in response from
`the caller. An IVR may also be provided with speech
`recognition software to recognize verbal responses from the 25
`caller.
`In the internet age, an internet user may attempt to contact
`a human or programmed automated customer service agent
`operating through a web-site. The web-site may present the
`user with a form in order for the user to input information
`manually. In addition, a conventional web-site may be
`programmed to transmit a so-called "cookie", or applet, to a
`user's browser in order to facilitate future communications
`between the user and the web-site by collecting and storing
`information about the user.
`In order to improve efficiencies in the communications
`system, a next generation communications device has been
`developed that is programmable, i.e. "smart". A smart device
`enables a user to communicate via voice and/or text modes.
`A smart device is any device that contains a micro-processor
`to process instructions of a software program. Such smart
`devices contain internet browsing capability in addition to
`conventional transmission and reception of voice and data
`capabilities, order to navigate the internet either via wireline
`or wireless networks.
`Currently, an interactive voice dialog may be established
`through the internet via a click-to-chat, click-to-talk
`mechanism, over conventional wireline or wireless tele(cid:173)
`phones. As an example, in a contact center environment, a 50
`customer connected to the internet may click on a screen
`icon to reach the call center. When the customer clicks to
`contact the call center the call is first sent to a call queue
`where it waits for a call agent to become available. Once an
`agent is available, the customer call is transferred from the
`call queue to the call agent.
`Calls received via the click-to-talk mode are routed based
`on the URL at which the click to talk button was pressed or
`a series of cookies that gathered the user's actions. The caller
`is not asked for the intent of the call in advance, which can 60
`lead to delivering the call to an improper agent, resulting in
`unnecessary transfer of the caller between agents.
`Furthermore, a next generation communications device
`may be able to communicate using several different modes,
`either alternatively or simultaneously. For example, on a
`single internet-enabled device, a caller may use any of the
`public switched telephone network (PSTN), a wireless
`
`2
`network, or a cable to attempt to contact an agent via analog
`or digital voice, or voice over internet protocol (VOiP). In
`addition, a caller using the internet may attempt to contact
`an agent via a text interface using an IP format. A portable
`5 communications device may simultaneously support several
`modes of communication, such as presently available voice
`and text transmission formats, as well as other transmission
`formats as they are developed.
`A smart device will be able to run a program that collects
`information so that information may be automatically col(cid:173)
`lected for a requestor. To date, an integrated multi-modal
`method of collecting information has not been provided in a
`single system. Moreover, a method is needed to transmit and
`receive questions and responses over a network in a com-
`15 mon format that is independent of a particular communica(cid:173)
`tions mode or format. Additionally, a method is needed for
`automated data-collection such that a questionnaire can be
`easily modified from any device connected to the network
`using a compatible modality. Accordingly, a system is
`20 needed to automate the collection of information from next
`generation smart devices and their users.
`
`BRIEF DESCRIPTION OF THE DRAWINGS
`
`The present invention is further described in the detailed
`description that follows, by reference to the noted drawings
`by way of non-limiting examples of embodiments of the
`present invention, in which like reference numerals repre(cid:173)
`sent similar parts throughout several views of the drawings,
`30 and in which:
`FIG. 1 shows an exemplary communications network
`architecture for collecting information;
`FIG. 2 is an exemplary flow diagram showing a method
`of collecting information; and
`FIGS. 3A and 3B show an exemplary call flow diagram
`showing the various steps for sending and receiving an
`interactive script to be executed to a user device;
`
`35
`
`40
`
`DETAILED DESCRIPTION OF THE
`INVENTION
`
`45
`
`In view of the foregoing, the present invention, through
`one or more of its various aspects, embodiments and/or
`specific features or sub-components, is thus intended to
`bring out one or more of the advantages as specifically noted
`below.
`In one aspect of the present invention, a method of
`collecting information from a communications device of a
`user for use by a recipient device is provided. The method
`includes establishing a communications connection between
`the communications device and the recipient device. An
`interactive text markup programming language script is sent
`to the communications device using a session initiation
`protocol (SIP) message. The script includes at least one
`55 query. In response to the query, an answer is received from
`the communications device. The answer is generated by the
`communications device and/or based upon an input by the
`user.
`In another aspect of the present invention, the method of
`collecting information includes sending a message to either
`a proxy server or a redirect server to establish the commu(cid:173)
`nications connection between the communications device
`and the recipient.
`In yet another aspect of the present invention, the received
`65 answer includes information of a location of the communi-
`cations device, a type of the communications device, a
`communications format used by the communications device,
`
`6
`
`

`

`US 6,704,396 B2
`
`3
`a communications mode desired by the user of the commu(cid:173)
`nications device, a personal identification of a user of the
`communications device, an account number of a user of the
`communications device, a password of a user of the com(cid:173)
`munications device, billing information of a user of the 5
`communications device, the intent of the user of the com(cid:173)
`munications device, a preferred language of a user of the
`communications device, and/or a question from the user of
`the communications device.
`In another aspect of present invention, the received
`answer is a textual representation of either a D1MF tone,
`VoiceXML or HTML speech tags. In yet another aspect of
`the present invention, the method of collecting information
`includes providing the answer to a user of the recipient
`device. In still another aspect of the present invention, the 15
`interactive script includes a first query and a second query
`that depends on the answer to the first query. In another
`aspect of the present invention, the method of collecting
`information includes translating the answer to the interactive
`script into text.
`According to a further aspect of the present invention, a
`method of determining a final call destination for a caller
`using a communications device is provided. The method
`includes sending an interactive text markup programming
`language script, including at least one query, from a call 25
`queue to the communications device using a session initia(cid:173)
`tion protocol (SIP) message. An attempt is made to receive
`an answer to each query from the communications device
`without requiring an action by the user of the communica(cid:173)
`tions device. For each query that is not answered by the 30
`communications device, the query is presented to the caller
`via a user interface associated with the communications
`device. When an answer(s) to the at least one query has been
`received from the communications device or the caller, the
`script and the answers to the call queue are returned. The call 35
`destination is determined based on the answers to the at least
`one query.
`In another aspect of the present invention, the method of
`determining the final call destination includes sending a
`message to either a proxy server or a redirect server.
`In still another aspect of the present invention, the
`received answer includes information of a location of the
`communications device, a type of the communications
`device, a communications format used by the communica(cid:173)
`tions device, a communications mode desired by the user of
`the communications device, a personal identification of a
`user of the communications device, an account number of a
`user of the communications device, a password of a user of
`the communications device, billing information of a user of 50
`the communications device, the intent of the user of the
`communications device, a preferred language of a user of the
`communications device, and/or a question from the user of
`the communications device.
`In another aspect of the present invention, the received
`answer is a textual representation of one of a DTMF tone,
`VoiceXML and HTML speech tags. In yet another aspect of
`the present invention, the answers to the query are provided
`to an agent at the final call destination. In still another aspect
`of the present invention, the interactive script includes a first
`query and a second query that depends on the answer to the
`first query. In another aspect of the present invention, the
`method of determining the final call destination includes
`translating the answers to the interactive script into text.
`In another aspect of the present invention, a method of 65
`interactively pre-screening caller information of a caller
`using a communications device is provided. The method
`
`4
`includes establishing a communications connection between
`an information service and the communications device. An
`interactive text markup programming language script,
`including at least one query, is sent from the information
`service to the communications device used by the caller,
`using a session initiation protocol (SIP) message. At least
`one answer to the query is integrated into the interactive
`script, the answer being generated from the communications
`device and/or generated from input by the caller. The script,
`10 including the at least one answer, is received at the infor-
`mation service.
`In another aspect of the present invention, the method of
`interactively pre-screening caller information includes
`establishing a second connection between the communica(cid:173)
`tions device and one of multiple agent devices, using SIP.
`The particular agent device is determined based on the at
`least one answer. In yet another aspect of the present
`invention, the method of interactively pre-screening caller
`information includes, sending a message to either a proxy
`20 server or a redirect server to establish the communications
`connection.
`In yet another aspect of the present invention, the received
`answer includes information of a location of the communi(cid:173)
`cations device, a type of the communications device, a
`communications format used by the communications device,
`a communications mode desired by the user of the commu(cid:173)
`nications device, a personal identification of a user of the
`communications device, an account number of a user of the
`communications device, a password of a user of the com(cid:173)
`munications device, billing information of a user of the
`communications device, the intent of the user of the com(cid:173)
`munications device, a preferred language of a user of the
`communications device, and/or a question from the user of
`the communications device.
`In another aspect of the present invention, the received
`answer is a textual representation of either a DTMF tone,
`VoiceXML or HTML speech tags. In still another aspect of
`the present invention, the method of interactively pre-
`40 screening caller information includes providing the answer
`to an agent of the information service at an agent terminal.
`In yet another aspect of the present invention, the at least one
`query of the interactive script includes a first query and a
`second query that is based upon a first answer to the first
`45 query. In another aspect of the present invention, the method
`of interactively pre-screening caller information includes
`translating the answers to the interactive script into text.
`In a further aspect of the present invention, a computer
`readable medium is provided for storing a computer pro(cid:173)
`gram that controls collection of information from a com(cid:173)
`munications device of a user for receipt at a recipient device.
`The computer readable medium includes a session initiation
`protocol (SIP) segment that creates a session initiation
`protocol message that is sent to the communications device.
`55 The SIP message includes an interactive text markup pro(cid:173)
`gramming language script with at least one query. The
`computer readable medium also includes a data processing
`segment that receives and analyzes an answer from the
`communications device in response to the at least one query.
`60 The answer(s) are generated by the communications device
`and/or based upon an input by the user.
`In a further aspect of the present invention, a data recep(cid:173)
`tion system that receives collected data from a communica(cid:173)
`tions device of a caller is provided. 111e data reception
`system includes an automated call distributor that receives a
`call from a user device over an IP network. The data
`reception system also includes a call queue that receives the
`
`7
`
`

`

`US 6,704,396 B2
`
`5
`call from the automated call distributor and sends an inter(cid:173)
`active text markup programming language script, including
`at least one query, to the communications device of the caller
`using a session initiation protocol (SIP) message. A media
`gateway is provided that translates the script into a format
`compatible with the communications device of the caller
`when the communications device of the caller does not
`support the modality of the script as sent by the call queue.
`When an answer to the at least one query has been received
`from the communications device or the caller, the answers
`are processed at the call queue.
`A communications system is provided for facilitating
`communications between a user (client) of a communica(cid:173)
`tions device and a recipient, such as an information service,
`customer service agent or the like. The communications
`system and method of the present invention may also be
`utilized by any party having a use for caller information,
`such as a small business or even a private citizen in some
`cases. The communications system supports multiple com(cid:173)
`munications modes, at least including voice and text, so that 20
`an agent may communicate with a user using any of the
`multiple modes. As used herein, the term "agent" should be
`considered in the context of an end recipient of a call, which
`may include electronic peripheral devices.
`Calls may use any of a multiple formats, including
`traditional voice calls over the plain old telephone system
`(POTS) or an advanced intelligent network (AIN), voice
`calls over a wireless network such as a third generation
`partnership project (3GPP) network, voice calls using the
`internet (VOiP), text messaging using any of the formats
`used for voice calls, or any other type of communications
`carried out over a network. Therefore, the terms "call" or
`"caller" should be considered in the context of any type of
`interactive electronic communications between two parties
`or electronic devices.
`In one embodiment, a call recipient is an agent associated
`with a call center including a call queue and an automated
`call distributor (ACD). A call queue is typically a server that
`tracks and interacts with incoming calls. The automated call
`distributor receives calls from a customer (user/client) and
`may connect the call to a call queue, either automatically or
`after determining that all agents are unavailable.
`An exemplary network for user devices to contact an
`agent is shown in FIG. 1. A user using an IP-compatible
`laptop computer 101, personal digital assistant (PDA) 102,
`pen computer 103, or workstation 104 is connected to
`communications network 110. Communications network
`110 is an IP network that can be contacted by a user device
`by, for example, dial-up. User devices 101,102,103 and 104 50
`may also be connected on a permanent or semi-permanent
`basis to the network 110 by connections such as cable
`hook-ups or wireless connections, e.g., a wireless network.
`In the embodiment of FIG. 1, the communications net(cid:173)
`work 110 is connected to an automated call distributor 55
`(ACD) 160. The automated call distributor 160 is connected
`to a call queue 150, such as a server. As noted herein, a call
`queue 150 tracks and communicates with calls after they are
`received at a destination. The call queue 150 may commu(cid:173)
`nicate with calls to ensure they are forwarded to agents in a 60
`determined order or priority, such as the order in which they
`are received or a most appropriate agent as determined by an
`agent or agent/caller scoring system. When an appropriate
`agent is available, the call queue 150 is notified and initiates
`a call transfer. The call transfer may include the initiation of 65
`another call and the establishment of another connection
`directly from the customer to the call agent through the ACD
`
`6
`160, in which case the call queue 150 may wait for notifi(cid:173)
`cation of a successful connection between the customer and
`the agent before removing the call session from the queue.
`A connection is established with an agent at, for example, a
`5 workstation, such as workstation 170, for processing.
`In the case where the communications network 110 is the
`PSTN, a media gateway/proxy controller 190 may be used
`as an intermediate proxy for the caller's device. As described
`herein, the media gateway/proxy controller 190 may serve
`10 as a proxy or translator for a user with a conventional
`communications device 195, such as a conventional tele(cid:173)
`phone. In the case of a user with a conventional telephone,
`the media gateway/proxy controller 190 can receive an
`interactive script and translate the script into voice response
`15 dialogue to be played to the caller.
`The information collection method of the present inven(cid:173)
`tion in the call center embodiment is shown in FIG. 2. At
`step S201, a call is received from a customer at the ACD
`160. At step S202, the call is forwarded from the ACD 160
`to the call queue 150.
`In the call center embodiment, upon receipt of the call at
`the call queue 150 in step S202, the receiving apparatus, in
`this case the call queue 150, compiles and forwards back to
`the user's device a session initiation protocol (SIP) MES-
`25 SAGE with an interactive script in the message portion at
`step S203. SIP and SIP MESSAGES are described in detail
`below. The interactive script may be in a programming
`format that is recognizable by the user's device, such that the
`user's device processes the interactive script. As described
`30 below, in one embodiment the interactive script is in a text
`mark-up language, such as extensible markup language
`(XML). The script that is forwarded to the client device may
`be utilized by an applet embedded in a browser of the user's
`device to collect information from the user's device. The
`35 information may have been previously partially or fully
`collected and stored by the browser of the user's device in
`response to previous queries by either the called party or any
`other party prompting the user's device to collect informa(cid:173)
`tion. In the alternative, the browser may collect the infor-
`40 mation from the client device based only upon the newly
`received XML script. Additionally, when the media
`gateway/proxy controller 190 or a similar device is neces(cid:173)
`sary to process a script and translate script queries into voice
`signals for the caller, the information collected from the
`45 caller may not have been previously stored at the user's
`device, such as when the user's device is a legacy telephone
`handset.
`The interactive script may process information from the
`user's device or the user in a set order. For example, the
`interactive script may present individual questions to the
`user and then wait until a response has been provided by the
`user before proceeding to the next question. In the
`alternative, the interactive script may present a first question
`to a user and then decide a second question to present to the
`user based upon the user's reply to the first question. For
`example, if a user is first asked what language they speak,
`the subsequent questions may be presented in the language
`selected by the user. In addition, a user may be asked the
`purpose of their call, in which case the subsequent questions
`from the interactive script may depend on the answer
`provided by the user. The script may also seek to obtain
`information from the user's device automatically by collect(cid:173)
`ing data that has been previously collected and stored at the
`user's device or a proxy or associated device, such as a
`database associated with the media gateway/proxy control(cid:173)
`ler 190. The information may have been automatically
`collected by a script forwarded with an applet or the infor-
`
`8
`
`

`

`US 6,704,396 B2
`
`7
`mation may have been collected in previous communica(cid:173)
`tions involving a script that was sent to an applet.
`Information may also be pre-programmed at the smart
`device by the user. For instance, a user's device may be
`pre-programmed to indicate that the user speaks a particular 5
`language. Accordingly, when a SIP questionnaire requests
`information on a language used by the caller, the user's
`smart device automatically provides the answer without
`requiring input from the caller, thereby affecting the format
`of any subsequent queries presented to
`the user. 10
`Additionally, the smart device manufacturer may pre(cid:173)
`program information such as a model number, date of
`purchase, technical specifications including modalities sup(cid:173)
`ported by the device, memory size and processing speed. In
`addition, third party service providers may provide infor- 15
`mation for automatic collection, such as billing information,
`credit verification and authorization and security protocols.
`In an embodiment, the information collected using the SIP
`questionnaire will be automatically collected at the user's
`device without requiring responsive input by the caller at the 20
`time of the call.
`A SIP MESSAGE with a text markup language script and
`replies is received at the automated call distributor 160, and
`forwarded to the call queue 150 in the call center
`embodiment, at step S204. The answers of the script are 25
`processed at step S205. The answers may be utilized to
`determine a proper agent to handle the call, such as in the
`case where a caller speaks a foreign language. In addition,
`answers may be presented in text format to the agent that
`receives the call to expedite processing of the call. Answers 30
`may also be stored in a database associated with the call
`center, in which case the answers may be compiled and
`statistically analyzed to enhance call center operation.
`In the embodiment where the agent is associated with a
`call center, the automated call distributor 160 will connect
`the call to a call queue 150 where it waits for the next
`available agent. Accordingly, the SIP messaging occurs
`while the call is waiting at the call queue 150. As agents
`become available they will notify the call queue 150 that
`they are available to take a new call. If there is a call waiting,
`then the call queue 150 responds by informing the agent that
`there is a call in the call queue 150 and then initiating a call
`transfer from the call queue 150 to the available agent. As a
`result, a call is established between the customer and an 45
`agent. The customer device notifies the call queue 150 that
`the transfer was successful and the call queue 150 removes
`the call from the call queue 150.
`SIP Messages are used in communications involving an
`IP-enabled network. The SIP "MESSAGE & NOTIFY" is 50
`used to initiate a call to visit an address, such as when a user
`types in a web-site's URL. The "call" involving SIP is to be
`distinguished from an initial call in which the user contacts
`the network, such as a dial-up session. However, it should be
`noted that SIP is used when a user of a smart device 55
`connected to the network wishes to utilize voice communi(cid:173)
`cation capabilities to perform a secondary call, such as by
`clicking on a "Click to Talk" button on a web screen to call
`another party, using the web-site providing the web screen
`as an intermediary.
`SIP provides necessary protocols for end and intermediate
`systems to use in providing services. Services can be pro(cid:173)
`vided for sessions including, but not limited to, internet
`conferencing, telephony and instant messaging sessions. SIP
`can also be used to initiate calls between legacy-type tele- 65
`phone devices, if the necessary switches are suitably
`equipped. However, it should be noted that a legacy-type
`
`8
`telephone device that is not IP-compatible would not nec(cid:173)
`essarily have a particular use for SIP except in cooperation
`with additional network elements such as the media
`gateway/proxy controller 190, or a peripheral device per(cid:173)
`forming a similar function. Services that can be provided
`using SIP protocols include IVR services, call forwarding,
`number delivery/caller ID, personal mobility, terminal-type
`negotiation and selection, caller authentication, call transfer
`and invitations to multicast conferences. In cases such as call
`forwarding or authenticating caller ID, a proxy server may
`also negotiate the call using SIP. Furthermore, a proxy server
`may negotiate the call, regardless of the service provided, in
`some session types, including click-to-talk. Accordingly,
`SIP messages may be routed using proxy or redirect servers.
`In addition, SIP messages may be