`
`
`
`US007738434B1384
`
`a2) United States Patent
`US 7,738,434 B1
`(10) Patent No.:
`*Jun. 15, 2010
`(45) Date of Patent:
`Reussetal.
`
`
`(54) CONTROL AND MANAGEMENTOFA
`WIRED OR WIRELESS HEADSET
`
`(75)
`
`Inventors: Edward L. Reuss, Santa Cruz, CA (US);
`Rick R. Giles, San Jose, CA (US)
`
`3/2008 Seshadri etal.
`........... 455/563
`7,343,177 B2*
`
`4/2003 Girard.......
`seeeee 345/8
`2003/0063043 Al*
`3/2007 Walshetal. wo. 455/412
`2007/0049198 AL*
`:
`= : :
`-
`‘
`7/2007 Rezvaniet al. wu. SBLT4
`2007/0165875 Al*
`2007/0283033 Al* 12/2007 Bloebaum et al. ........... 709/231
`
`(73) Assignee: Plantronics, Ine., Santa Cruz, CA (US)
`
`(*) Notice:
`
`Subject to anydisclaimer, the term of this
`patent
`is extended or adjusted under 35
`U.S.C, 154(b) by 853 days.
`
`This patent is subject to a terminal dis-
`claimer.
`
`* cited by examiner
`
`.
`Primary Examiner—Michael J] Moore,Jr.
`(74) Attorney, Agent, or Firm—Haynes and Boone, LLP;
`David 5. Park
`
`(21) Appl. No.: 11/451,815
`
`(57)
`
`ABSTRACT
`
`(22)
`
`Filed:
`
`Jun. 12, 2006
`Related U.S. Application Data
`= ks
`ey
`(63) Continuation-in-part of apeication x aaa>
`filed on Mar. 4, 2002, now Pat. No. 7,376,123.
`(51)
`Int.Cl
`(2009.01)
`HoAW4/00
`
`ceccccsecccseeee 370/338; 455/569.1; 455/550.1
`(52) US. Ch.
`(58)
`Field of Classification Search ..................... None
`See applicationfile for complete searchhistory.
`fiat
`isa
`eferences Cite
`U.S. PATENT DOCUMENTS
`
`(56)
`j
`
`7,292,880 B2*
`
`11/2007 Lehtonen ww. 455/569.)
`
`A wireless headset andasystem and method forcontrolling or
`managing a wireless headset are provided. In one embodi-
`ment, a wireless headset includes a World Wide Web (Web)
`server for providing a Web page to control or manage a
`headset, and a module operablycoupledto the Web server for
`performing a control function or a management function on
`the headset. A communication device including a keypad, a
`display, and a Web browser can then exchangeinformation
`between the Web page and the Webserver to control or
`manage the wireless headset.
`
`18 Claims, 8 Drawing Sheets
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`U.S. Patent
`
`Jun. 15,2010
`
`Sheet 1 of 8
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`U.S. Patent
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`Jun. 15,2010
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`Sheet 2 of 8
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`US 7,738,434 BI
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`Call Center Asset 105
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`U.S. Patent
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`Jun. 15,2010
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`Sheet 3 of 8
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`US 7,738,434 BI
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`U.S. Patent
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`Jun. 15,2010
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`U.S. Patent
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`Jun. 15,2010
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`Jun. 15,2010
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`U.S. Patent
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`Jun. 15,2010
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`US 7,738,434 Bl
`
`1
`CONTROL AND MANAGEMENTOFA
`WIRED OR WIRELESS HEADSET
`
`CROSS-REFERENCE TO RELATED
`APPLICATIONS
`
`This application is a continuation-in-part of U.S. patent
`application Ser. No. 10/091,905filed Mar. 4, 2002 nowU.S.
`Pat. No. 7,376,123, the full disclosure of which is hereby
`incorporated by reference for all purposes.
`
`10
`
`TECHNICALFIELD
`
`2
`Web browserfor sending information from the Web pageto
`the Webserver to control or manage the wireless headset.
`In accordance with yet another embodimentofthe present
`invention, a methodof controlling or managing a wireless
`headsetis provided, the method including providing a wire-
`less headset including a World Wide Web (Web) server and a
`module operably coupled to the Web server for performing a
`control function or a management function on the headset,
`and serving a Web page via the Web server. The method
`further includes providing a communicationdevice including
`a keypad, a display, and a Web browser, and uploading infor-
`mation to the Web server via the communication device to
`
`The present invention relates generally to wireless Voice
`over Internet Protocol (VoIP) telephony and, more particu-
`larly,
`to a system, apparatus, and method for controlling a
`wireless VoIPheadset.
`
`BACKGROUND
`
`ta
`
`Wireless VoIP headsets, using for example IEEE 802.11
`protocols, are currently under development byvarious com-
`panies. A wayto enter a telephone number or management
`information, such as IP addresses, sub-net masks, Universal
`Resource Locators (URLs), etc., is a typical problem with
`suchheadsets.
`
`Previous solutions have included configuring the wireless
`headset to always call a voice input proxy, using a voice
`recognitionengine, either embedded into the headsetor avail-
`able somewhere on the network, thus allowing the user to
`speak commands and provide information(e.g., telephone
`numbers) to the proxyfor voice input call management. How-
`ever, voice interactionhas usually been a slowuser interface
`and becomes unreliable in high ambient noise environments.
`Another previous solution has beento use a cable, suchas a
`universal serial bus (USB) or RS-232 cable, fromthe headset
`to a smal] keypad and display or even a personal computer.
`However, this requires extra hardware, set up, and the headset
`is otherwise no longer “wireless”. Another previous solution
`has beentoinstall a small displayand keypaddirectlyontothe
`wireless headset. However, anydisplay that is large enoughto
`be legible and keypad that is large enough to be typable are
`too large to wear ona user’s ear.
`‘Thus, an improved solution for managing a wireless VoIP
`headset is highly desirable.
`
`SUMMARY
`
`The present invention provides an apparatus, system, and
`method for controlling and managing a wireless headset.
`In accordance with an embodimentof the present inven-
`tion, a wireless headset is provided, the headset including a
`network interface for wirelessly coupling to a network; a
`World Wide Web (Web) serverfor providing a Web page to
`control or manage a headset; and a module operably coupled
`to the Web server for performing a control function or a
`management function onthe headset.
`In accordance with another embodiment ofthe present
`invention, a system for controlling or managing a wireless
`headsetis provided, the system comprising a wireless headset
`including a World Wide Web (Web) server operably coupled
`to. a network and a module operably coupled to the Web server
`for performing a control function or a management function
`onthe headset. The system further includes a Web page pro-
`vided bythe Web server and available on the network, and a
`communication device including a keypad, a display, and a
`
`control or manage the headset.
`Advantageously, the present invention providesa graphical
`userinterface (GUI) for managing and/orcontrolling a wire-
`less headset of any size and does not require adding extra
`buttons, switches, or other user interface means, thereby
`reducingthe size and the cost ofthe headset.
`The scopeofthe inventionis defined bythe claims, which
`) are incorporated intothis section byreference. A more com-
`plete understanding of embodiments ofthe present invention
`will be afforded to those skilled in the art, as well as a real-
`ization ofadditional advantagesthereof, by a consideration of
`the following detailed description of one or more embodi-
`ments. Reference will be made to the appended sheets of
`drawings that will first be described briefly.
`
`tr ws
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`30
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`40
`
`30
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`55
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`60)
`
`BRIEF DESCRIPTION OF THE DRAWINGS
`
`FIG. 1 is a diagram of an embodimentofthe call center
`asset managementandcontrol system.
`FIGS, 2A-D are diagrams ofdifferent embodiments of a
`generic call center asset, and perhapsits proxydevice, having
`different levels ofincorporatedintelligence.
`FIGS, 3-7 are diagrams ofdifferent embodiments ofa
`physical layer interface implementation for connecting the
`call centerassets of a station to a central management com-
`puter.
`FIG. 8 is a diagramofa wireless headset management and
`control systemin accordance withanother embodiment ofthe
`present invention.
`FIG. 9 is a diagramof a wireless headsetin the system of
`FIG. 8 in accordance with an embodimentof the present
`invention.
`
`Embodiments ofthe present inventionand their advantages
`are best understood by referring to the detailed description
`that
`follows.
`It should be appreciated that
`like reference
`numerals are used toidentifylike elements illustrated in one
`or more of the figures. It should also be appreciated that the
`figures maynot be necessarily drawnto scale.
`
`DETAILED DESCRIPTION
`
`Table of Contents
`
`A. System Architecture
`1. The Call Center Asset
`
`2. Addressing a Call Center Asset on the Network
`3. Full Ethernet Connectivity Call Station Embodiment
`4. Cost Effective Call Station Embodiment
`5. Audio Signaling Call Station Embodiment
`6. VoIPSignaling Call Station Embodiment
`7. Other embodiments
`
`5 B. Applications to Asset Management and Control
`1. Asset Management: Asset Utilization
`2. Asset Management: Asset Location
`
`10
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`10
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`

`US 7,738,434 Bl
`
`3
`3. Asset Management: Diagnostics
`4. Asset Management: Software or Firmware Updates
`5. Asset Control
`
`C. Protocol Layers onthe Internet
`
`D. Application to a Wireless Headset
`
`A. System Architecture
`FIG.
`1
`is a diagram of an embodimentofthe call center
`asset management andcontro! system 100. In the system 100,
`one or more call center assets 105 are coupled to a network
`110, whichis further coupled to a management andcontrol
`computer 115. In an embodiment, the computer 115 com-
`prises a standard computer system. Some“intelligence.” in
`the form of appropriate hardware, software, firmware, or a
`combinationthereof, is incorporated into the call center assets
`105 for performing management or control functions. Alter-
`natively, a proxy 120 may be coupled to one or more call
`center assets 105 and the network 110. In one embodiment,
`the proxy 120 provides someorall of the management and/or
`control functionality for the call center asset 105 associated
`therewith. In another embodiment, the proxy 120 is used to
`communicate over the network for one or more assets 105
`associated therewith.
`1. The Call Center Asset
`A call center asset includes telecommunications devices
`and systems used ina call center, such as a telephone, headset,
`headset adapter, on-line indicator (OLI), handsetlifter, or
`otherdevice for implementing the communicationfeatures of
`a call center. In one embodiment, the asset 105, or the com-
`binationofthe asset 105 and a proxy 120, include “intelli-
`gence,” in the form ofa processor, program memory, buffer
`memory, and/or sofiware to perform network, management,
`and/or control operations. In addition, a physical layer inter-
`face is provided for the call center asset 105 to enable con-
`nectivity with the management and control computer 115
`overthe network 110.
`‘To facilitate communication overthe network 110, the call
`center asset 105 is associated with a network address. Mes-
`
`sages can be broadcast to a particular address, and hence to
`the call center asset 105 associated therewith, from another
`device on the network 110, such as the management and
`control computer 115.
`In a preferred embodiment, a call
`center asset 105 has an electronic serial number 125 thatis
`
`globally unique, or mappableto a globally unique address. In
`other preferred embodiments, a call center asset 105 is
`coupled to a proxy 120, which assigns a network address to
`the call center asset 105.
`
`Depending on the application, it may be desirable for each
`call center asset 105 to have a globally unique address (mean-
`ing that the asset 105 does not have the same address as
`another device onthe network 110). In other circumstances,it
`may be desirable for several call center assets 105 to have the
`same network address. Inthelatter case, for example, it would
`be possible to broadcast data to multiple call center assets 105.
`simultaneously, This technique could advantageously be used
`to transmit software or firmware updates to a group ofcall
`center assets 105. In another embodiment, a single call center
`asset 105 may have associated therewith multiple network
`addresses, some orall of which could also be shared among
`several assets 105. In this way, each call center asset 105
`could be a “member”ofseveral groups ofcall center assets
`105, the members of the group having the same network
`address. Each asset 105 could thus be adapted to receive data
`broadcastedto each group in whichthe asset 105 is amember.
`The network addresses may be determined from the call
`center assets 105 or from an associated proxy 120. In one
`
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`embodiment, a call center asset 105 includes an electronic
`serial number 125,
`from which one or more network
`addresses can be determined.In another embodiment, a proxy
`120 associated withthe asset 105 includesanelectronic serial
`number 125, from which one or more network addresses for
`the associated call center asset 105 are determined.
`FIGS, 2A through 2D showseveral embodiments ofa call
`center asset 105 having varying degreesofintelligence incor-
`porated therein, generally decreasing from FIGS. 2.4 to 2D.
`In FIG. 2A, the call center asset includes a globally unique
`electronic serial number 125, whichis used to identify the
`asset 105 on the network 110. In one embodiment, the elec-
`tronic serial number 125is the asset’s Medium Access Con-
`trol (MAC) address (described below); however, the elec-
`tronic serial number 125 maybe any numberthat is mappable
`to a network address.
`The asset’s electronic serial number125 is available to a
`network interface 210. The network interface 210 is adapted
`to derive a network address forthe asset 105 using the asset’s
`electronic serial number 125. In a preferred embodiment, the
`network address derived from the electronic serial number
`
`125 is unique on the network 110: however, in some imple-
`mentations it may be desired that two or more call center
`assets share a network address. For example, the network
`interface 210 maybe configured to create a network address
`based onthe type ofcall center asset. Additionally, the net-
`work interface 210 may create multiple network addresses—
`for example, one unique network address for diagnostic and
`tracking purposes and another shared address for receiving
`broadcasts such as software updates and system-wide com-
`mands.
`The network interface 210 is adapted to communicate over
`the network 110 using the network address that it derives for
`the asset 105. In one embodiment, the network interface 210
`communicates over the network 110 using the Internet pro-
`tocol (IP), wherein the network interface 210 uses the asset's
`MAC address or another globally unique address to deriveits
`IP address using a mapping algorithmthat preserves unique-
`ness. In another embodiment, the IP address may be assigned
`dynamically, such as with the Internet standard protocol
`Dynamic Host Configuration Protocol (DHCP). However,
`the network interface 210 may communicate using any of
`various protocols knownin the art. For example, firmware
`updates maybe sent to each individual device using unicast
`addresses, using for example the File Transfer Protocol
`(FTP), Transfer Control Protocol (TCP), or User Datagram
`Protocol (UDP). In other embodiments, firmware updates are
`sent
`to an entire collection of identical devices simulta-
`neously bysetting up a single multicast address on each of
`themand then broadcasting the software updates to all ofthe
`devices simultaneously. This method typically uses UDP and
`preferably ensures that all of the devices successfully
`received the entire update.
`The call center asset 105 further includes a management
`module 220 and a control module 230, each coupled to the
`network interface 210. The central management computer
`115 sends and receives communications to the management
`module 220 and control module 230 to implementthe sys-
`tem’s management or control functions (described below).
`The network interface 210 receives these communications
`fromthe central management computer 115 and routes them
`to the management module 220and/or control module 230 as
`required. The network interface 210 also sends communica-
`tions from the management module 220 and control module
`230. The management module 220 is adapted to perform the
`management functions of the system, as described below,
`including tracking asset utilization and location, performing
`
`11
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`11
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`

`

`US 7,738,434 Bl
`
`5
`system diagnostics, and receiving software or firmware
`updates. The control module 230 is adapted to perform the
`control functions required by the system, as described below.
`FIG. 2B is an embodiment ofa call center asset 105 that
`uses aproxy device 120. In this embodiment, the proxy device
`120 includesa networkinterface 210 for sending and receiv-
`ing messages over the network 110. The network interface
`210 mayhave access to an electronic serial number 125, as
`describedabove, for determining the asset’ s network address.
`Theelectronic serial number 125 maybe onthe proxy device
`120 (as shown) or onthe asset 105 itself. Alternatively, the
`networkinterface 210 may be adapted to determine a network
`address for the asset 105 without using an electronic serial
`number 125. For example, the network interface 210 may
`assignthe asset’s network address dynamically, after polling
`the network, or requesting an address from the central man-
`agement computer 115 via DHCP for example.
`In this
`embodiment, the call center asset 105 includes the manage-
`ment module 220 andthe contro] module 230 for performing
`the system functions, both of which communicate with the
`network interface 210 for sending and receiving messages
`from the central management computer 115.
`In the embodiment of FIG. 2C,
`the call center asset
`includesthe network interface 210 and electronic serial num-
`ber 125, as described, but uses a proxy device 120for imple-
`menting the management andcontrol functions. This embodi-
`ment may be useful to implement added management or
`control functions on existing call center assets that already
`include network capability. Accordingly, in an embodiment,
`both the call center asset 105 and the proxy device 120 may
`include a management module 220 and a control module 230.
`Proxies may thus be added to upgrade the functionality ofthe
`call center assets and the managementand control system.
`The embodiment of FIG. 2D depicts a “dumb”call center
`asset 105, which incorporates little or no intelligence for
`network capability or system functions. A proxy device 120,
`coupledto the asset 105, performs the management and con-
`trol functions and communicates with the central manage-
`ment computer 115 for the asset 105, In one embodiment, the
`call center administrator sets up a pool of globally unique
`addresses allocated to the call center, such as the extended
`unique identifiers (EU]), as administered. Then, anasset is
`assigned one ofthese addresses, and the proxy that manages
`that asset is configured to recognize that address and associate
`it with management commandssent to that address.
`These various embodiments for implementingintelligence
`in connection witha call center asset demonstrate the versa-
`tility ofthe system. Newcall centerassets can be addedto an
`existing system and can performall ofthe functions required
`without additional hardware. In addition, existing legacy
`equipment, having little or no intelligence, can be used with
`the system by employing a proxy device (as shownin the
`embodiments of FIGS. 2A-D). Furthermore, the system can
`be upgraded byusing proxy devices to implementadditional
`system functions, without requiring a complete overhaul of
`an enterprise’s call center assets.
`2. Addressing a Call Center Asset on the Network
`As discussed above,
`in one embodiment
`the network
`address of a call center asset 105 is determined from an
`
`electronic serial number 125. For example, in an embodiment
`of the network using the Ethernet protocol, anasset's network
`address can be derived from its Medium Access Control
`(MAC) address.
`The Ethernet packet prefix consists of a preamble, a start
`code, a destination address, a source address, and the packet
`lengthfield, followed bythe packet payload and a CRC field.
`The source and destination addresses are each 48-bit values,
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`6
`known as MAC addresses, or “MAC-48” addresses. The
`Institute of Electrical and Electronic Engineers (IEEE) also
`refers to the MAC address as an “EU]-48” identifier. The
`MAC-48 address is composedof a 24-bit “Organizationally
`UniqueIdentifier” (OUT) and a 24-bit extensionfield:
`MAC-48=[OUL,, nisouBR >a)|| [extension,, through 23 ne
`The OUI is a unique value that identifies the company or
`organization that manufactured the particular Ethernet inter-
`face. These OUIvalues are assigned and administered by the
`IEEEregistration authority. For example, the OUI listed for
`Plantronics, Inc. in the IEEE/RAdatabaseis 00-03-89 (hexa-
`decimal).
`The extensionfield is a 24-bit value that can be assigned in
`any waythe organizationlisted in the OUI field may choose.
`Under the IEEE standards, the organizationis to ensurethat
`each physical interface has a unique number; therefore, there
`will never be twointerfaces that have the same combination
`of OUI and extension. This ensures a device’s MAC-48
`
`address will bea globally unique identifier, as there will never
`be another device anywhere in the world that has the same
`MAC-48address. Advantageously, this globally unique iden-
`tifier can serve as anelectronic serial numberfor every device
`that a company manufactures, either directly or via a mapping
`scheme that
`is mathematically “one-to-one” and “onto.”
`Using the MAC-48 address with a 24-bit extensionfield, an
`organization can manufacture up to 16,777,216 (2.sup.24)
`physical devices having globally unique MAC addresses.
`However, some larger companies are approaching this
`limit of shipped products with an Ethernet or other form of
`interface, which requires a globally unique identifier. (IEEE-
`1394 “Firewire” also uses the MAC-48 address as a globally
`unique identifier.) Therefore,
`these organizations require
`some way to expand beyond the 16-million device limit.
`There are twopossibilities.
`Thefirst approachts to assign multiple OUIs to each orga-
`nizationthat fabricates more than 16 million devices. From
`
`the IEEE Registration Authority’s database, around 5,000
`OUIs have already been assigned to various organizations,
`including the one for Plantronics,
`Inc. mentioned above.
`Since the OUI field is also 24 bits, there are also 16,777,216
`possible OUIs, of which about 16,772,000 arestill available.
`Organizations that produce more than 16-million devices
`mayobtain an additional OUI, but this is a short-term solu-
`tion. Anyorganizationthat has fabricated 16 millioninterlace
`devices within the last 30 years is likely to use up a second
`allocation of 16 million MAC-48 addresses much sooner.
`Also, software designed to automatically manageall devices
`within an organization would haveto be completely rewritten
`every time anewOU] is assigned tothat organization, andall
`of the previous software presently operating in the legacy
`equipment would be incapable ofrecognizing devices with
`the new OUI.
`
`Another embodimentuses a globally unique identifier that
`
`providesa larger extensionfield, such as the IEEE MAC-64
`
`identifier, more recently referred to by the IEEE
`as the EUI-
`64. The EUI-64 is a 64-bit value consisting oftwofields: the
`24-bit OUI as described previously and a 40-bit extension
`field. This 40-bit extensionfield is large enoughto accommo-
`date up to 1,099,511,627.776 (2.sup.40) different electronic
`serial numbers, which is expected to be several orders of
`magnitude greater than any single organization will ever
`need. It is noted:
`
`EUI-48=MAC-48=[OUI]
`23)],
`whereas
`
`(0 through
`
`23 /|[extension
`
`(0 through
`
`BUL-64=[OUL6 shrough 23) | [eXtensiON(G pyrough 39)1-
`
`12
`
`12
`
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`

`US 7,738,434 Bl
`
`7
`However, EUI-64 identifiers are appropriate for [Pv6 Inter-
`net protocals, as opposed to the more common[Pv4Internet
`protocols, which normally use EUI-48 identifiers. IPv6 is still
`in the process of being implemented through outthe Internet
`backbone, but could be ubiquitous withinthe next fewyears.
`A systemin accordance withthe present invention can be
`implemented initially using EUJ-48 identifiers mapped to
`IPv4 Internet protocols and then generalizedat a later time to
`EUI-64identifiers using IPv6 protocols. With time, the IPv6
`protocols should be more commonontheInternet and the cost
`increment for an IPv6 protocol stack over the IPv4 stack on
`any product should decrease to the point that
`it becomes
`acceptable to switch over to [Pv6.
`In one embodiment, eachcall center asset is shipped from
`the manufacturer withits own electronic serial number, which
`is mappable to a globally unique network address such as an
`IP address. The asset may then be accessed from anywhere on
`a network, such as the Internet, via this address. However,
`many organizations prefer to assign IP addresses toall
`devices attached to their network from within their own
`
`assigned range of IP addresses. If a device supports the
`DHCP, then it can accept commands toassignit additional IP
`addresses. During what ts referred to as the “discovery pro-
`cess,” devices supporting DHCPannouncetheir presence on
`the networkat the time theyare connected (either turned onor
`pluggedin) and then a DHCPserverassigns a “dynamic IP
`address”to this device from withinthe address range assigned
`to the organization. This is useful for “campus wide”asset
`management, in which broadcasts are sent to several assets.
`The DHCPserver may also assign the device a “group
`address,”that all of the devices ofa particular type canshare.
`In this case all of the devices assigned that same group
`address can accept data packets sent to that group address.
`This is useful for “broadcasting” information to multiple
`devices at the same time. This is often used for streaming
`multimedia information to multiple users simultaneously. In
`a call center, for example,this could be used for broadcasting
`announcementstoall of the telephones simultaneously.It can
`also be used for distributing software orfirmware (software
`that is stored in non-volatile re-writable memory) upgrades to
`all of the devices at once. This capability is useful in a call
`center whenthe administrator wishes to upgradethe firmware
`in all of the assets ofa particular type(e.g., all headsets) at
`onee.
`
`ta
`
`ta
`
`=
`
`had A
`
`40
`
`wh
`
`In another aspect ofan embodiment, Internet Protocols (IP)
`and unique Medium Access Control (MAC) addresses, as
`used on Ethernet networks, are usedtofacilitate communica-
`tions among the call center assets 105. Advantageously, using
`IP and MACaddresses provides physical layer independence.
`Physical layer independence meansthat the call center assets
`105 can be coupled to a management and control computer
`115 (and thus to the Internet) via a wide variety of data
`interconnect
`standards,
`including Ethernet
`(IEEE-802,
`including all variations), Token Ring, EIA-232, ELA-422,
`ro ‘aA
`ELA-485, Universal Serial Bus (USB), IEEE-1394. Blue- 5
`tooth, and modulator/demodulator (modem) signaling over
`the telephone circuit (using either in-band signaling where
`the data uses the same signal path as the audioor out-of-band
`signaling where the data uses separate signal wires, packets,
`or timeslots). The in-bandsignaling canalso be used during
`a telephone conversationbyusing the data signaling to modu-
`late carrier frequencies either below or above the range of
`humanhearing, suchas the approachused for conveying DSL
`service overa telephone local loop.
`The Internet Protocol requires a unique Internet address.
`This address maybe preset and static, or it can be dynamic,
`whereupona central registration server assigns the address
`
`a
`
`8
`whenever a newdevice announces its presence on the net-
`work. Ethernet networks operate by use ofa unique network
`address at the Medium Access Control (MAC) layer, called
`the MACaddress, which may or may not be related to the IP
`address. A typical implementation keeps the IP and MAC
`addresses independent for flexibility. The MAC address is
`usuallya fixed value, established as a unique numberat the
`time the networkinterface device is manufactured. As such,
`the MAC address can also be used as anelectronic serial
`numberfor the device containing the networkinterface, either
`directly or via sometranslation algorithm that provides a
`one-to-one mapping. The MACaddress should be unalter-
`able, implemented by, e.g., a one-time programmable read-
`only memory, circuit board jumpers, or another similar
`mechanism.
`The definitions ofthe MAC address and the IP address have
`addressing capability that permits call center implementa-
`tions having billions of units. This functionality greatly
`increasesthe scalability ofthe call center asset management
`and control system. The Internet Protocol also permits the use
`ofbridges, gateways, and the like to provide for the global
`interconnectionof billions of units in widely separate loca-
`tions into one worldwide connection, such as the Internet
`itself.
`Because the Internet Engineering Task Force (IETF) docu-
`ments the standards that comprise the Internet Protocol, these
`standards are well knownand widelyavailable. Furthermore,
`the popularity of the Internet ensures that manysolutions
`from various vendors are available at varying prices and lev-
`els of performance.
`The electronic serial numberin eachcall center asset (or its
`proxy) can be used for asset tracking, which allows acall
`center managerto track call center assets that have been
`moved within the call center and to identify assets that are
`missing or defective. Moreover, the Internet Protocol can be
`used to convey commands from a management computer to
`provide any management
`functions,
`such as detecting
`whether a telephoneis in use or other aspects of its state. The
`utilization ofcall center assets can thus be ascertained. The
`Internet Protocol canalso be used to convey commands from
`acentral management computer 115 to acall center asset for
`performing diagnostics. By combining these techniques
`using standard Internet programming software tools, custom
`applications can be produced to generate automated soltware
`packagesforassettracking, station utilization, and unit diag-
`nostics. Furthermore, these functions can be performed bya
`call center manager or by another system coupled to the
`network. For example, the manufacturer ofaparticular call
`center asset,
`in addition to the call center manager, could
`diagnose the failure ofthe call center asset by communicating
`withit over the Internet.
`In addition, as the equipment manufacturer improves the
`software or firmware that operates within a call center asset,
`the newversion of the software or firmware could be made
`
`available to existing customers by transmitting it over the
`network to the relevant call center assets. For example, call
`center managers could update the software or firmware by
`downloading the latest version from the manulfacturer’s web
`or ftp site and then transmitting the newversion to the relevant
`call center assets according to the desired upgrade schedule.
`Alternatively, the equipment manufacturer could perform the
`upgradetothe call center assets remotely overthe network by
`transmitting the upgrades directly to the call center assets.
`This might be facilitated by manual or automatic coordi-
`nation between the manufacturer and the manager to avoid
`updating a piece of equipment whileit is in use.
`3. Full Ethernet Connectivity Call Station Embodiment
`
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`US 7,738,434 Bl
`
`9
`FIG. 3 illustrates one embodimentofa call cen