Simulated communication

Patent metadata

Field	Value
Publication number	US-9955017-B1
Application number	US-201514690235-A
Country	US
Kind code	B1
Filing date	Apr 17, 2015
Priority date	Mar 22, 2011
Publication date	Apr 24, 2018
Grant date	Apr 24, 2018

Abstract

A system for simulated communication is described. A simulator module generates simulated communication information. A Graphical User Interface module (“GUI module”) generates graphical data based at least in part on the simulated communication information. The graphical data creates the appearance of an ongoing communication between a reserved agent and a third party user that is not yet occurring. The GUI module sends the graphical data to a display associated with the reserved agent device so that the display depicts a simulated communication.

First claim

What is claimed is:

1. A computer-implemented method comprising:
generating simulated communication information associated with a terminated call to a call center system;
generating a first set of graphical data based at least in part on the simulated communication information, wherein the first set of graphical data creates an appearance of an incoming communication from a first participant device to a second participant device when no incoming communication from the first participant device exists; and
sending the first set of graphical data to a first display device associated with the first participant device so that the first display device depicts a simulated communication.

2. The method of claim 1 further comprising:
generating a second set of graphical data based at least in part on the simulated communication information for a connected conference call, wherein the second set of graphical data creates an appearance of a real communication from a first participant device to a second participant device; and
sending the second set of graphical data to the first display device associated with the first participant device so that the first display device depicts a transition from (1) a simulated communication from a first participant device to a second participant device to (2) the real communication from a first participant device to a second participant device.

3. The method of claim 1 wherein the simulated communication information is a call string.

4. The method of claim 1 wherein the first set of graphical data is determined based on one or more graphical user interface inputs.

5. The method of claim 1 wherein the simulated communication is depicted by a first call cell that is displayed concurrent with a second call cell depicting an active communication.

6. The method of claim 4 wherein the graphical user interface inputs are one or more of: (1) a request to send a reminder to participants of a conference; (2) a list of email addresses of the participants of the conference; and (3) a subject of the conference.

7. The method of claim 1 wherein the first set of graphical data comprises a countdown timer for a time of occurrence of a transition from (1) a simulated communication from a first participant device to a second participant device to (2) a real communication from a first participant device to a second participant device.

8. The method of claim 1 wherein the first set of graphical data includes a call reminder call cell for an upcoming call comprising one or more of: (1) a subject of the upcoming call; (2) a location of the upcoming call; and (3) an extension used for the upcoming call.

9. The method of claim 1 , further comprising:
reserving a device of a participant at a determined time for a conference call.

10. The method of claim 9 wherein the device of the participant is automatically connected to the conference call after a predetermined time.

11. A system comprising:
a processor, and;
a memory storing instructions that, when executed, cause the system to:
generate simulated communication information associated with a terminated call to a call center system;
generate a first set of graphical data based at least in part on the simulated communication information, wherein the first set of graphical data creates an appearance of an incoming communication from a first participant device to a second participant device when no incoming communication from the first participant device exists; and
send the first set of graphical data to a first display device associated with the first participant device so that the first display device depicts a simulated communication.

12. The system of claim 11 wherein the memory also stores instructions that, when executed, cause the system to:
generate a second set of graphical data based at least in part on the simulated communication information for a connected conference call, wherein the second set of graphical data creates an appearance of a real communication from a first participant device to a second participant device; and
send the second set of graphical data to the first display device associated with the first participant device so that the first display device depicts a transition from (1) a simulated communication from a first participant device to a second participant device to (2) the real communication from a first participant device to a second participant device.

13. The system of claim 11 wherein the simulated communication information is a call string.

14. The system of claim 11 wherein the first set of graphical data is determined based on one or more graphical user interface inputs.

15. The system of claim 11 wherein the simulated communication is depicted by a first call cell that is displayed concurrent with a second call cell depicting an active communication.

16. The system of claim 14 wherein the graphical user interface inputs are one or more of: (1) a request to send a reminder to participants of a conference; (2) a list of email addresses of the participants of the conference; and (3) a subject of the conference.

17. The system of claim 11 wherein the first set of graphical data comprises a countdown timer for a time of occurrence of a transition from (1) a simulated communication from a first participant device to a second participant device to (2) a real communication from a first participant device to a second participant device.

18. The system of claim 11 wherein the first set of graphical data includes a call reminder call cell for an upcoming call comprising one or more of: (1) a subject of the upcoming call; (2) a location of the upcoming call; and (3) an extension used for the upcoming call.

19. The system of claim 11 , wherein the memory also stores instructions that, when executed, cause the system to:
reserve a device of a participant at a determined time for a conference call.

20. The system of claim 19 wherein the device of the participant is automatically connected to the conference call after a predetermined time.

Assignees

• Shoretel Inc
• Mitel Networks Inc

Inventors

• Tovino Michael S W
• Okita Glen K
• Tsai Meigy
• Micle Florin

Classifications

• H04M3/5191

  interacting with the Internet · CPC title

• H04L65/1093

  by adding participants; by removing participants · CPC title

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title

• H04M3/323

  for the arrangements providing the connection (test connection, test call, call simulation) · CPC title

• H04M3/5158

  in combination with automated outdialling systems (devices for signalling identity of wanted subscriber H04M1/26) · CPC title