A METHOD AND PROCESS FOR A VOICE COMMUNICATION SYSTEM BETWEEN BUSINESSES AND CUSTOMERS USING EXISTING TELEPHONY AND OVER DATA NETWORKS

Abstract

A system and method for integrating an existing telephony system of a business with various other existing communication equipment in a unique sequence and using call servers to facilitate voice calls to be made over data networks between businesses and customers for the purpose of low cost customer service provision. The system and method comprises a business connecting voice calls over data networks to customers registered in a dedicated directory using a digital to analog converter to convert the existing telephony system format of the business into digital format to transmit digital packets to the call server which will function as a telephone switch and connect the call to the customer and customers making voice calls over data networks to the business using the directory. Customers use a computer or mobile application which transmits digital packets to the call server which will connect the call through the converter, converting the format from digital to analog, to existing telephony system.

Claims

1. A method for a voice communication system which enables a business to use an existing telephony system to make calls over digital data networks to customers and for the customers to make voice calls over the digital data networks to the business, the method comprising: configuring the existing telephony system for a business to allow the existing telephony system to connect digital communication with a call server over the digital data networks; and configuring the call server to maintain a directory for extensions for the business and the customers, provide authentication, secure communication and route voice calls between the business and the customers whose information is contained in the directory following customer registration and business registration to use the call server; wherein each of the customers employ a software application to initiate and receive the voice calls over the digital data networks by communicating with the call server; and wherein no calls using the call server terminate to PSTN networks and the call server.

2. The method of claim 1, wherein configuring the existing telephony system for the business comprises configuring an analog to digital converter to function with the existing telephony system for the business to allow the existing telephony system to connect digital communication with the call server over the digital data networks.

3. The method of claim 1, wherein the software application of each of the customers comprises a mobile application installed on a smart phone.

4. The method of claim 1, wherein the customer registration comprises each customer being registered in a directory on the call server and the business registration comprises the business being registered in the directory on the call server.

5. The method of claim 4, wherein the customer registration further comprises each customer being assigned a virtual extension which is mapped to each customer's existing telephone number.

6. The method of claim 1, wherein the customers each connect to the call server directly over the digital data networks not including any PSTN networks and the call server only connects the voice calls to others directly connected to the call server.

7. The method of claim 1, wherein the analog to digital converter connects to the existing telephony system only within the business in order to provide digital communication between the existing telephony system within the business and the call server.

8. The method of claim 1, wherein the existing telephony system within the business is capable of alternately connecting to PSTN networks or the digital communication of the digital data networks.

9. The method of claim 1, wherein all the voice calls are encrypted end-to-end using Transport Layer Security (TLS).

10. The method of claim 1, wherein the call server functions as a telephone switch and manages the connection of all the voice calls using VOIP.

11. A system for a voice communication system which enables a business to use an existing telephony system to make calls over digital data networks to customers and for the customers to make voice calls over the digital data networks to the business comprising: a call server configured to maintain a directory for extensions for the existing telephony system of a business and the customers, provide authentication, secure communication and route voice calls between the business and the customers whose information is contained in the directory following customer registration to use the call server; wherein the existing telephony system for the business is configured to allow the existing telephony system to connect digital communication with a call server over the digital data networks; wherein each of the customers employ a software application to initiate and receive the voice calls over the digital data networks by communicating with the call server; and wherein no calls using the call server terminate to PSTN networks and the call server.

12. The system of claim 11, further comprising an analog to digital converter to function with the existing telephony system for the business to allow the existing telephony system to connect the digital communication with the call server over the digital data networks.

13. The system of claim 11, wherein the software application of each of the customers comprises a mobile application installed on a smart phone.

14. The system of claim 11, wherein the customer registration comprises each customer being registered in a directory on the call server and the business registration comprises the business being registered in the directory on the call server.

15. The system of claim 14, wherein the customer registration further comprises each customer being assigned a virtual extension which is mapped to each customer's existing telephone number.

16. The system of claim 11, wherein the customers each connect to the call server directly over the digital data networks not including any PSTN networks and the call server only connects the voice calls to others directly connected to the call server.

17. The system of claim 11, wherein the analog to digital converter connects to the existing telephony system only within the business in order to provide digital communication between the existing telephony system within the business and the call server.

18. The system of claim 11, wherein the existing telephony system within the business is capable of alternately connecting to PSTN networks or the digital communication of the digital data networks.

19. The system of claim 11, wherein all the voice calls are encrypted end-to-end using Transport Layer Security (TLS).

20. The system of claim 11, wherein the call server functions as a telephone switch and manages the connection of all the voice calls using VOIP.

Description

BRIEF DESCRIPTION OF DRAWINGS

[0012] The foregoing and other features of embodiments will become more apparent from the following detailed description of embodiments when read in conjunction with the accompanying drawings. In the drawings, like reference numerals refer to like elements.

[0013] FIG. 1 is a pictorial diagram of the system adopted to use the present invention that illustrates how the mobile application, the existing communication infrastructure and the PSTN of the business user interface.

[0014] FIG. 2 illustrates a business to consumer (B2C) communication session configured according to the embodiment of the present invention.

[0015] FIG. 3 illustrates a consumer to business (C2B) communication session configured according to the embodiment of the present invention.

[0016] FIG. 4 is a flow diagram illustrating the steps executed to implement the embodiment of the present invention.

DESCRIPTION OF EMBODIMENTS

[0017] Reference will now be made in detail to the description of the present subject matter, one or more examples of which are shown in figures. Each example is provided to explain the subject matter and not a limitation. Various changes and modifications obvious to one skilled in the art to which the invention pertains are deemed to be within the spirit, scope and contemplation of the invention.

[0018] The present invention overcomes the drawbacks of businesses using VOIP technology to communicate with customers in a professional manner without making significant changes to their existing telephony systems. The present invention discloses a process that integrates existing technology and infrastructure in a unique sequence thereby enabling businesses to reap the benefits of less expensive VOIP calling in their customer service functions. The present invention consists of a digital to analog converter that can be modified to provide businesses with enhanced call services, a call server that can be customized to use various call frameworks and a mobile application which can be used by customers. Further, the ability for business to use their existing telephony infrastructure to make VOIP calls to customers and allow customers to make VOIP calls to the businesses customer service lines makes it one of a kind in the commercial market.

[0019] The business is required to simply use the customized analog to digital converter to enable it to convert its existing telephony format into a digital format thereby allowing its existing telephony system to digitally communicate with the call server. The call server functions as a telephone switch and manages the set up or connection of the VOIP calls. Both the converter and call servers are configured to the businesses needs to enable the use of the businesses existing telephony for the purpose of customer service calls to verified customers who are in the customized directory and mapped to that business. The mobile application can be downloaded by customers and used to register so as to contact the business by way of VOIP call. The software or mobile application set-up for the present invention will function to mask this virtual number assigned for the purposes of VOIP calling to give the appearance of direct dialing from a user's commonly used telephone number. Use of TLS ensures end-to-end encryption of all calls.

[0020] FIG. 1 pictorial diagram of the system adopted to use the present invention that illustrates how the process in the present invention operates. Depending on the existing telephony infrastructure of the business, a converter (103) is configured to function with the existing telephony infrastructure (102) to allow for a user within the business to use an existing telephone unit (101) to make a data call (104). The data call made by the business is routed through the call server (106) and the converter (103) and call server is configured (105) specifically for that business to identify the customer with whom the user within the business is attempting to communicate. Once the customer is identified the data call (104) is then routed to the registered telephone unit of the customer (108). The mobile application (107) will permit the customer to authorize the business to contact the customer when the customer has previously initiated communication with the business via the mobile application. The customer is able use the present invention to communicate with the business by using the customers mobile phone unit (108) to place a data call (104) via the mobile application (107). The customer's data call is routed through the call server (106) which is configured to connect the call to the relevant telephone number within the businesses telephony system (102) either via the converter (103) or directly.

[0021] FIG. 2 illustrates the protocol used for a registered business to initiate and execute a voice call using data networks with a customer. Using a telephone unit within the existing telephony system the caller from within the registered business will dial the customers number using predefined call flows for VOIP (201). The call is either directly routed to the call server, where digital infrastructure is available within the businesses existing telephony system (202), or is routed through a digital to analog converter (203) to the call server, where digital infrastructure is not available within the businesses existing telephony system, in order to identify the customers unique identification code (204) and if the customer is not registered in the directory then the call will end (206) or if the customer is a registered in the directory and if the customer is mapped to the business, online and available the VOIP call is routed to customer via the mobile application (206) and if the customer is not mapped to the business, online and available the call will end (207).

[0022] FIG. 3 illustrates the protocol used for a registered customer to initiate and execute a voice call using data networks with a business. Using the mobile application the customer will enter the business name (301) and the mobile application will perform a directory search (302) if the business is not a registered business (303) the call will end however, if the business is a registered business then the call is routed to the call server (304) to the businesses existing telephony system either directly (305) or through the digital to analog converter (306) and will connect to the predefined extension number within the businesses existing telephony system (307).

[0023] FIG. 4 depicts the steps followed to execute the process in the present invention. Businesses will need to apply (401) to be enrolled (402) to use the service. A virtual extension will be allocated to the business (403) and its existing telephony infrastructure will be evaluated (404) to determine whether an Analog to Digital Converter is required (405 and 406). Similarly, customers will be required to download a mobile application (407) and enroll to use the service (408) and be assigned a virtual extension (409) which is mapped to the customer's existing mobile telephone number (410). Once a business and a customer are enrolled the call servers will be configured accordingly (411) to allow for business and customers to connect via VOIP call with each other. Information relating to the customer and the business will be populated (412 and 413) into directory (414) stored on the call server. Information on businesses that have enrolled for the service and are listed in the directory will be visible to customers through the mobile application (415 and 416). Customers are able to find businesses they want to communicate with within the mobile application (417 and 418) and initiate a call (419) which will map the customer to the business (420) by updating the directory (421) (to enable the business to also contact the customer) and will connect the call to the business (423) using VOIP and via the call server (422). Businesses are also able to initiate calls by simply using their existing telephony infrastructure to place a call to the customer (424) and if the customer has enrolled for the service and their information has been populated into the directory (425) then the VOIP call will be connected to customer (423) via the call server (422).

INDUSTRIAL APPLICABILITY

[0024] The present invention has application for all business with a significant customer service operation such as banks, retail chains, supermarkets, taxi aggregators and others as it will enable them to benefit from significant cost savings of VOIP without having to make large investments in upgrading or modifying their existing telephony systems.

[0025] Cost saving benefits of VOIP calls can also be passed on to customers by enabling them to make VOIP voice calls directly to the business simply by downloading a mobile application and completing a registration process.