Abstract: Modem-equipped computers can initiate an audio channel using the modem data connection. The connection is initiated with a protocol that does not require any additional modem hardware or telephone line features, and is not tied to any proprietary hardware/software compression or transmission schemes. The protocol negotiates an audio data compression/decompression scheme and then establishes an audio channel using a socket. Headers are compressed and decompressed using a predetermined compression scheme. Compressed audio data is delivered to the remote computer where it is decompressed using the negotiated compression/decompression. The protocol significantly reduces the latency which disrupts normal speech patterns when voice data is sent over a data connection. This protocol also reduces the bandwidth required to send voice over a data connection.

Abstract: Interactive voice response systems (IVRS) are used as interfaces at a wide variety of support and information retrieval centers. A caller who contacts in IVRS-equipped support center can choose to have the voice information contained in the IVRS menus displayed graphically on the caller's communications terminal. The graphical display allows a caller to navigate up and down in the IVRS menus, skipping intermediate steps that would be required making responses to voice queries. In one embodiment the Hyper Text Markup Language (HTML) is used to produce the graphical display. The HTML data also contains a pre-defined protocol used to display IVRS menus. The graphical display of IVRS menus saves callers time, and displays IVRS information more quickly and thoroughly than could be done with voice. Graphical display of IVRS menus also saves support costs since a caller may find desired information without interaction with support center personal.

Abstract: Modem-equipped computers which can initiate an audio channel using the modem data connection. The connection is initiated with a new protocol called the voice-over-data protocol. The new protocol does not require any additional modem hardware or telephone line features, and is not tied to any proprietary hardware/software compression or transmission schemes. The voice-over-data protocol negotiates an audio compression/decompression scheme and then sets up an audio channel over an existing data connection using a socket. Compressed audio data is then delivered to the remote computer where it is decompressed and output. The voice-over-data protocol significantly reduces the latency which disrupts normal speech patterns when voice data is sent over a data connection. This protocol also reduces the bandwidth required to send voice over a data connection.

Abstract: An automated system and method for diagnosing and resolving computer-related problems from a product support center. The traditional roles of the product engineer and customer are largely supplanted by execution of specialized client/server software programs on the respective computers. These programs exchange diagnostic and--in some cases--remedial data over the same telephone circuit used by the engineer and customer. The resulting system accelerates diagnosis and resolution of the customers' problems, reduces product support costs, and improves customer satisfaction.

Abstract: A method and system for allowing multiple application programs to communicate in the context of a switched voice and data communication. The method includes providing a communication interface between multiple application programs and a router module in a sending and receiving system, and then using the router module to format data from one or more application programs into a single data block. During a brief interruption of the voice portion of the call, the sending system transfers the data block to the receiving system where the data block is interpreted and then routed to corresponding application programs. The system includes a router module to format data, a communication interface to couple applications to the router module, a communication port to transfer data over a phone line, through a communication device and a call manager module for performing line control.

Abstract: A management system for memory resident computer programs is disclosed which serves to provide compatibility between memory resident programs, TSR's, written for the DOS operating system and the Windows graphical user interface whereby graphical images are generated and displayed to the user running the Windows graphical user interface under the command of a DOS TSR and the user's input data may be communicated back to the DOS TSR in response to the image displayed. The present invention is comprised of a DOS TSR and a Windows TSR Manager which allocates memory addressable by both the DOS TSR and the Windows TSR Manager such that a communication channel independent of the DOS and Windows user interfaces is established and where the Windows TSR Manager further includes a Windows TSR Library Handler and one or more Windows TSR Libraries one for each DOS TSR supported by the present management system which serves to generate graphical images compatible with the Windows graphical user interface.