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1. US10165109 - Telephony software control via web application

Office United States of America
Application Number 15924097
Application Date 16.03.2018
Publication Number 10165109
Publication Date 25.12.2018
Grant Number 10165109
Grant Date 25.12.2018
Publication Kind B1
IPC
H04M 1/667
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
1Substation equipment, e.g. for use by subscribers
66with means for preventing unauthorised or fraudulent calling
667Preventing unauthorised calls from a telephone set
H04M 1/67
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
1Substation equipment, e.g. for use by subscribers
66with means for preventing unauthorised or fraudulent calling
667Preventing unauthorised calls from a telephone set
67by electronic means
H04M 1/673
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
1Substation equipment, e.g. for use by subscribers
66with means for preventing unauthorised or fraudulent calling
667Preventing unauthorised calls from a telephone set
67by electronic means
673the user being required to key in a code
H04M 3/38
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
38Graded-service arrangements, i.e. some subscribers prevented from establishing certain connections
H04L 29/06
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
29Arrangements, apparatus, circuits or systems, not covered by a single one of groups H04L1/-H04L27/136
02Communication control; Communication processing
06characterised by a protocol
G06F 9/54
GPHYSICS
06COMPUTING; CALCULATING OR COUNTING
FELECTRIC DIGITAL DATA PROCESSING
9Arrangements for program control, e.g. control units
06using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
46Multiprogramming arrangements
54Interprogram communication
CPC
G06F 2209/549
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
FELECTRIC DIGITAL DATA PROCESSING
2209Indexing scheme relating to G06F9/00
54Indexing scheme relating to G06F9/54
549Remote execution
G06F 9/547
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
FELECTRIC DIGITAL DATA PROCESSING
9Arrangements for program control, e.g. control units
06using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
46Multiprogramming arrangements
54Interprogram communication
547Remote procedure calls [RPC]; Web services
H04L 63/102
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
63Network architectures or network communication protocols for network security
10for controlling access to network resources
102Entity profiles
H04L 63/108
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
63Network architectures or network communication protocols for network security
10for controlling access to network resources
108when the policy decisions are valid for a limited amount of time
H04M 3/38
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
38Graded-service arrangements, i.e. some subscribers prevented from establishing certain connections
Applicants PloyTech IPCO Pty Ltd.
Inventors Grant Custance
Agents Beyer Law Group LLP
Title
(EN) Telephony software control via web application
Abstract
(EN)

A Web application (such as a workforce management application) on a cloud computing platform controls telephony software used by an agent who operates a remote agent computer. The telephony software may reside on the agent computer, may reside in the cloud and be used by the agent using a browser, or may reside in the cloud and include a client on the agent computer. The agent does not have access to login credentials of the telephony software and cannot log in. The Web application remotely controls the telephony software using an API and makes decisions based upon the scheduled shift activities of the agent or demand for tasks within the enterprise or call center. The Web application is able to log the agent in to or off of the telephony software or to change the status of the agent within the telephony software.

Also published as
EP2019756590
SG11202007866R