Browse Prior Art Database

Computer Telephony Integration Portlet which connects Inbound IP Phone Call from Customer and Customer data of Call Center

IP.com Disclosure Number: IPCOM000126672D
Original Publication Date: 2005-Jul-28
Included in the Prior Art Database: 2005-Jul-28
Document File: 3 page(s) / 97K

Publishing Venue

IBM

Abstract

Disclosed is a system of Computer Technology Integration Portlet which connects Inbound IP phone call from customer and customer data of call center in user’s personal computer. - This system provides a software component called CTI Portlet which runs on a personal computer (client PC, hereafter). - The CTI Portlet exists on client PC memory, and watches soft phone on client PC or IP phone client on network. - CTI Portlet detects an inbound call to a soft phone on client PC or IP phone client on network, then it gets a caller’s information from the call such as caller’s phone number or caller’s identifier. - CTI Portlet sends the caller’s information to another portlet to get client further information and return them to display.

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Computer Telephony Integration Portlet which connects Inbound IP Phone Call from Customer and Customer data of Call Center

Advantages and Benefits

No additional server for CTI processing is required in order to combine a company wide Portal and client database.

Web browsing system or ODBC (Open DataBase Connectivity) is required, but neither EAI or modification of client software is required.

Portal site functions such as single sign-on, page publication, or portlet connectivity, can be used in ease by this system.

Since CTI functions are delivered via Web pages, no CTI software is required to be installed in PC in advance. This reduces installation and modification of the system. Not only Call Center employees but also other employees can use this software since only soft phone providing standard API is required for environment of the system running.

This system can be applied to mobile phone since the system environment requires IP phone, Web browser, and software running environment including Java(*).

System Description Figure 1 shows state transition of the CTI system. Figure 2 through 5 shows the CTI system's processes.

Figure 1 State transition of C TI system

Display waiting page accessing Portal Sever Figure 2

  D ispla y C lient data b y incom ing call to soft phone Figure 3, 4, and 5

 Close W eb page D etail is om itted

Start End

W aite Inbound Call

 Detect call end and return to previous page D etail is om itted

Display Client Data (During Call)

1

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Figure 2 Relating Configuration of CTI System

Legend : (Applied to Figure 2 through 5)

Module

Client PC

Module and

Function of CTI system

Function Function

IP Soft phone

API

Web browser

Company Information Portal Server

Client Information DB Server

  Client Information Inquire

Portlet

Portal Page Content

Client Data

Notes)This figure shows IP soft phone resides on Client PC. However, other cases are available, for example, IP phone exists on another PC connecting to the Client PC via network. This note is applied to Figure 3 through 5, too.

Figure 3 CTI System Process (Waiting Inbound Call)

②CTI Portlet, Client Information Data Entry Portlet, and Client Information Display Portlet are loaded to page according to display page

Client PC

②CTI Portlet, Client Information Data Entry Portlet, and Client Information Display Portlet are loaded to page according to display page

IP Soft phone

API

Web browser

Waiting Page on Company Information Portal

CTI Portlet

Company Information Portal Server

Client Information DB Server

Client Information Data Entry Portlet

Entry Area

  Client Information Display Portlet

③CTI Portlet on Page is invoked, and starts to watch IP soft phone using API (JavaPhone(**) or SkypeAPI(***), etc)

③CTI Portlet on Page is invoked, and starts to watch IP soft phone using API (JavaPhone(**) or SkypeAPI(***), etc)...