Abstract: A communications system includes an automated voice processor such as an IVR (interactive voice response system) that can control a display associated with an end user calling the automated voice processor over a data network such as the Internet. In a preferred embodiment, the automated voice processor collects speech inputs from the end user, translates them into machine-readable symbols, stores the speech inputs in a specified format in a designated location, and generates DTMF tones which are detected by the end user terminal and cause the end user terminal to initiate a process to identify a web page to be downloaded based on the stored and translated speech inputs, and then to download desired web page. The web pages may be static (that is, the web pages may be predefined and contain static information), or may be dynamic web pages that are modified, possibly on a per-call basis.

Abstract: A person receiving a Voice over IP call, such as a call center agent, remotely controls media settings on a caller's multimedia terminal device functioning as a telephone terminal device. In some embodiments, the call center agent may remotely control media settings by entering a DTMF (dual tone multi-frequency) sequence from the telephone keypad. The DTMF sequence may be recognized by a gateway through which an Internet-to-PSTN call is made, stripped out of the audio stream and sent to the caller's multimedia terminal device in a separate command message through the Internet, or the DTMF sequence may be encoded into packets along with the voice information for detection and translation into a command message by software at the caller's terminal device. In pure VoIP applications, command packets may be sent directly.

Abstract: An data packet network telephony system provides identification information of an end user terminal making an Internet telephone call to a call center terminal and provides a call center agent with the ability to cause an end user terminal making an Internet telephone call to display selected web pages and or to synchronize displays between the agent and end user terminals. In one embodiment, customer identification information is provided in-band. In another embodiment, customer identification information is accomplished out of band, in some cases using an identifier of the PSTN gateway as an index into a table to identify an end user terminal. In another embodiment, an agent may enter DTMF (dual tone multi-frequency tones) to push web pages to an end user terminal. In still other embodiments, a second communications link between the end user terminal and the agent's terminal is established, allowing for data sharing/synchronization.

Abstract: The universal Internet based telephony system is implemented as a process that is accessible via an Internet WEB page and executes on the WEB server that hosts the WEB page and/or a back-end Internet telephony server which is accessed and controlled by the WEB server. The customer accesses the universal Internet based telephony system via any existing Java Enabled Internet Browser software resident on the customer's personal computer, either as an adjunct process thereon, or as a dedicated Internet telephony process. When a customer accesses the Internet WEB page and clicks on the universal Internet based telephony system icon, the WEB server on which the WEB page resides executes the resident universal Internet based telephony system hyperlink script and transfers a newly opened browser session to the universal Internet based telephony system WEB site.

Abstract: The universal Internet based telephony system is implemented as a process that is accessible via an Internet web page and executes on the web server that hosts the web page and/or a back-end Internet telephony server which is accessed and controlled by the web server. The customer accesses the universal Internet based telephony system via any existing Java Enabled Internet Browser software resident on the customer's personal computer, either as an adjunct process thereon, or as a dedicated Internet telephony process. When a customer accesses the Internet web page and clicks on the universal Internet based telephony system icon, the web server on which the web page resides executes the resident universal Internet based telephony system hyperlink script and transfers a newly opened browser session to the universal Internet based telephony system web site.