System and method for establishing voice and data connection

Abstract

A system and method for improved voice and data communication is described. One embodiment includes a method for data communication with an end user, the method comprising connecting to an agent device; receiving a data session request from the agent device, wherein the data session request comprises a target telephone number; establishing a data session between the agent device and an end-user device associated with the target telephone number; and transmitting data messages between the end-user device and the agent device using the data session.

What is claimed is: 
     
         1 . A method for data communication with an end user, the method comprising:
 connecting to an agent device;   receiving a data session request from the agent device, wherein the data session request comprises a target telephone number;   establishing a data session between the agent device and an end-user device associated with the target telephone number; and   transmitting data messages between the end-user device and the agent device using the data session.   
     
     
         2 . The method of  claim 1 , wherein establishing the data session with the agent device comprises establishing the data session through an Internet server; and
 wherein transmitting data messages to the end-user device comprises transmitting data messages through a URL page.   
     
     
         3 . The method of  claim 2 , wherein establishing the data session with the end-user device comprises locating the end-user device associated with the target telephone number. 
     
     
         4 . The method of  claim 3 , further comprising:
 receiving an end-user notification from the end-user device, wherein the end-user notification includes an end-user telephone number; and   wherein locating the end-user device comprises matching the target telephone number from the data session request with the end-user telephone number from the end-user notification.   
     
     
         5 . The method of  claim 1 , wherein transmitting data messages between the end-user device and the agent device comprises using a web page. 
     
     
         6 . The method of  claim 5 , wherein transmitting data messages between the end-user device and the agent device comprises the end-user device and the agent device co-browsing the web page. 
     
     
         7 . The method of  claim 1 , further comprising:
 establishing an end-user connection with the end-user device; and   adding the end-user connection to a data structure.   
     
     
         8 . The method of  claim 7 , wherein establishing the data session with the end user device comprises searching the data structure to locate the end-user connection with the end-user telephone number matching the target telephone number. 
     
     
         9 . The method of  claim 1 , further comprising:
 creating a session identification for the session, wherein the session identification identifies the session.   
     
     
         10 . The method of  claim 9 , wherein the session identification includes information to allow the end-user device and/or the at least one agent device to reconnect to the session if the end-user device and/or the agent device loses data connectivity. 
     
     
         11 . The method of  claim 1 , wherein the agent device is an IVR. 
     
     
         12 . The method of  claim 11 , further comprising:
 compiling session data during the data session between the end-user device and the IVR.   
     
     
         13 . The method of  claim 12 , further comprising:
 transferring the session data to an agent workstation.   
     
     
         14 . A non-transitory computer readable medium encoded with instructions for performing data communication with an end user, the method comprising:
 connecting to an agent device;   receiving a data session request from the agent device, wherein the data session request comprises a target telephone number;   establishing a data session between the agent device and an end-user device associated with the target telephone number; and   transmitting data messages between the end-user device and the agent device using the data session.   
     
     
         15 . The computer readable medium of  claim 14 , wherein:
 connecting to an agent device comprises connecting to an agent device using an Internet server; and   transmitting data messages to the end-user device comprises transmitting data messages through a URL page.   
     
     
         16 . The computer readable medium of  claim 15 , wherein establishing the data session with the end-user device comprises locating the end-user device associated with the target telephone number. 
     
     
         17 . The computer readable medium of  claim 16 , further comprising:
 receiving an end-user notification from the end-user device, wherein the end-user notification includes an end-user telephone number; and   wherein locating the end-user device comprises matching the target telephone number from the data session request with the end-user telephone number from the end-user notification.   
     
     
         18 . The computer readable medium of  claim 14 , wherein transmitting data messages between the end-user device and the agent device comprises the end-user device and the agent device co-browsing a web page. 
     
     
         19 . A method for data communication with an end user, the method comprising:
 connecting a data session server to an agent device;   receiving a data session request from the agent device, wherein the data session request comprises a target telephone number;   establishing a data session between the agent device and the data session server, wherein the data session is established through an Internet server gateway;   connecting the data session server to an end-user device, wherein the end-user device is associated with the target telephone number;   establishing the data session between the end-user device and the data session server; and   transmitting data messages between the end-user device and the agent device using the data session.   
     
     
         20 . The method of  claim 19 , wherein transmitting data messages to the end-user device comprises transmitting data messages through a URL page.