The patent's assignee is
News editors obtained the following quote from the background information supplied by the inventors: "Typical customer service call, such as 1-800 toll free number, has many drawbacks including long wait time through menu selections, higher cost due to the extra wait time, possible mistakes during exchange of information and customer's reluctance of disclosing private information (e.g. personal phone numbers), etc. If there is a lot of information to be exchanged over the phone, miscommunication is very likely to happen. For example, names and addresses need to be spelled and verified by both parties, customer's preferences and product information need to be communicated although they are available right on the website, and even worse a customer may dial the wrong number.
"Although Voice over Internet Protocol (VoIP) is a viable option in addition to the traditional phone because of lower cost, a few reasons have kept this voice communication through internet from a widespread use. Security is one of the top reasons. Today's VoIP is not secure and can be easily hacked because the enterprises do not have the control over the encryption key. Cost of ownership is high if an enterprise wants to deploy the systems itself, not to mention the cost of maintenance and services. Quality of service is not reliable due to communication on IP network that could drop packets as compared to circuit switched public telephone network. There is also no communication suite or Application Programming Interface (API) available for VoIP for private cloud server deployment.
"The approaches described in this section are approaches that could be pursued, but not necessarily approaches that have been previously conceived or pursued. Therefore, unless otherwise indicated, it should not be assumed that any of the approaches described in this section qualify as prior art merely by virtue of their inclusion in this section."
As a supplement to the background information on this patent application, VerticalNews correspondents also obtained the inventor's summary information for this patent application: "In contrast to the traditional customer service call, a web integrated voice and data in one service call is disclosed. This can eliminate the time for placing a call or a possibility of dialing a wrong number, lengthy menu option selections to reach a desired party (e.g. a particular sales department) and avoid the exchange of information which may cause unwanted mistakes, by passing the stored information to be exchanged directly to customer service center at the time of placing the call. In addition, sending encrypted exchanged information to receiver reduces amount of voice information to be communicated over the phone which is less secure.
"Another aspect of this voice and data integration through web call is that no personal phone number information will be disclosed to the receiving end due to the VoIP technology and all data transmitted or exchanged are encrypted. This feature allows customers to place calls from anywhere through any devices with web browsers with integrated text Instant Message (IM) live support system.
"A method example for web telephone communication includes decoding an object of a web page displayed on a device of a source entity. The object comprises a source related information and a destination related information. The method example further includes sending both of the source related information and the destination information to one or more intermediate servers. The source related information includes an identification of the source entity and the destination related information includes a phone number of a destination entity. The method example further includes receiving validation information, from the one or more intermediate servers, through a validation process verifying the identification of the source entity and availability of the destination entity. If the validation process is successful, a voice communication is established with the destination entity and the source related information is forwarded from the one or more intermediate servers to the destination entity. If the validation process is not successful is not successful, the device web browser returns to the web page displayed on the device of the source entity.
"These and other embodiments will become apparent upon reference to the following description and accompanying drawings.
BRIEF DESCRIPTION OF DRAWINGS
"The present invention is illustrated by way of example, and not by way of limitation in the figures of the accompanying drawings and in which like reference numerals refer to similar elements and in which:
"FIG. 1 is a block diagram illustrating an exemplary architecture upon which embodiments of the invention may be implemented;
"FIG. 2A illustrates an information storage format for mobile/tablet/PAD device, according to an embodiment;
"FIG. 2B illustrates an information storage format for PC/Mac device, according to an embodiment;
"FIG. 3 is a block diagram illustrating information displayed on a portal web page, according to an embodiment;
"FIG. 4 is a flowchart illustrating steps for performing an end to end operation, according to an embodiment;
"FIG. 5 is a block diagram illustrating a communication protocol of PC architecture, according to an embodiment;
"FIG. 6 is a block diagram illustrating a communication protocol of mobile/tablet/PAD architecture, according to an embodiment."
For additional information on this patent application, see: Wang, Shi-Chang. Web Telephone Communication Protocol. Filed
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