Methods and apparatus for processing a call

• US 20040001580A1
• Filed: 06/26/2002
• Published: 01/01/2004
• Est. Priority Date: 06/26/2002
• Status: Active Grant

• Current Assignee: Unify Patente GmbH & Co. KG (Atos Se)
• Original Assignee: Siemens Communications Incorporated (Siemens AG)
• Inventors: Mason, Andrew
• Granted Patent: US 7,136,480 B2
• Time in Patent Office: Days
• US Class Current: 379/207.04
• CPC Class Codes: H04M 1/57 Arrangements for indicating or recording the number of the calling subscriber at the called subscriber's set at the operator set in a manual exchange H04M5/20
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/4283 Call holding circuits
• CPC Class Codes: H04M 3/53308 Message originator indirectly connected to the message centre, e.g. after detection of busy or absent state of a called party

Abstract

A system, method, apparatus, means, and computer program code for allowing a call to a busy telephone number extension to be queued and/or handled in accordance with one or more rules. The telephone may be connected to a PBX (Private Branch Exchange) or other switch or otherwise may be connected to a telephone network. In addition, a computer associated with the person also may be connected directly or indirectly to the PBX. A server connected to the PBX via a CTI (Computer Telephone Integration) link may be connected to the computer via a computer network. If a new call arrives at the PBX for the specific extension while the extension is busy, the PBX may notify the server of the call. When multiple incoming calls to the same extension exist, the server may indicate to the PBX how or in what order to queue the calls to the person until the person takes the calls or the computer or server instructs the PBX on what to do with one or more of the calls.

Claims

1. A method for processing a call, comprising:

identifying a call to a busy telephone number;

determining at least one rule for queuing said call for said telephone number;

providing information regarding said call; and

queuing said call for said telephone number in accordance with said at least one rule.

2. The method of claim 1, wherein said identifying a call to a busy telephone number includes determining that said telephone number is busy.

3. The method of claim 1, wherein said determining at least one rule for queuing said call includes retrieving information regarding said at least one rule from a database.

4. The method of claim 1, wherein said determining at least one rule for queuing said call includes receiving information regarding said at least one rule from a device associated with said busy telephone number.

5. The method of claim 1, wherein said providing information regarding said call includes providing said information to a device associated with said busy telephone number.

6. The method of claim 1, wherein said queuing said call for said telephone number in accordance with said at least one rule includes placing said call in a queue in a position ahead of a previously received call at said telephone number.

7. The method of claim 1, further comprising:

receiving said call.

8. The method of claim 1, wherein said at least one rule has an associated queue level.

9. The method of claim 1, wherein said at least one rule has an associated visual alert.

10. The method of claim 1, further comprising:

causing at least a portion of said at least one rule to be displayed on a user device.

11. The method of claim 1, further comprising:

causing at least a portion of said information to be displayed on a user device.

12. The method of claim 1, further comprising:

directing said call in accordance with said at least one rule.

13. The method of claim 1, further comprising:

determining said information.

14. The method of claim 1, further comprising:

determining that said telephone number is busy.

15. The method of claim 1, further comprising:

receiving an indication of said at least one rule.

16. The method of claim 1, further comprising:

identifying a person associated with said telephone number.

19. The method of claim 1, further comprising:

providing an indication of said at least one rule.

17. A method for facilitating processing of a call, comprising:

establishing at least one rule for queuing of an incoming call to a telephone number;

providing an indication of said at least one rule;

receiving information regarding at least one call to said telephone number when said telephone number is busy; and

displaying at least a portion of said information.

18. The method of claim 17, further comprising:

receiving an indication of a queuing of said at least one call in accordance with said at least one rule.

20. A method for processing a call, comprising:

identifying a call to a-busy telephone number;

providing information regarding the call to a device associated with the telephone number;

determining at least one rule to apply to the call wherein said at least one rule is associated with said telephone number and involves queuing of said call; and

providing information regarding the at least one rule to a device capable of queuing said call.

21. The method of claim 20, wherein said identifying a call to a busy telephone number includes receiving information regarding said call.

22. The method of claim 20, wherein said determining at least one rule to apply to the call includes receiving information regarding said at least one rule from said device associated with the telephone number.

23. The method of claim 20, wherein said determining at least one rule to apply to the call includes retrieving information regarding said at least one rule from a database.

24. A system for processing a call, comprising:

a memory;

a communication port; and

a processor connected to said memory and said communication port, said processor being operative to;

identify a call to a busy telephone number;

determine at least one rule for queuing said call for said telephone number;

provide information regarding said call; and

queue said call in accordance with said at least one rule.

25. A computer program product in a computer readable medium for processing a call, comprising:

first instructions for determining that a call is directed to a busy telephone number;

second instructions for identifying at least one rule for queuing said call for said telephone number;

third instructions for sending information regarding said call; and

fourth instructions for positioning said call in a call order in accordance with said at least one rule.

26. A system for facilitating the processing of a call, comprising:

a memory;

a communication port; and

a processor connected to said memory and said communication port, said processor being operative to;

establish at least one rule regarding queuing of an incoming call to a telephone number;

provide an indication of said at least one rule;

receive information regarding at least one call to said telephone number when said telephone number is busy; and

display at least a portion of said information.

27. A computer program product in a computer readable medium for facilitating the processing a call, comprising:

first instructions for facilitating creation of at least one rule regarding queuing of an incoming call to a telephone number;

second instructions for sending an indication of said at least one rule;

third instructions for obtaining information regarding at least one call to sad telephone number when said telephone number is busy; and

fourth instructions for causing a display of at least a portion of said information.