Call center apparatus and functionality in telephony

• US 20060133594A1
• Filed: 12/22/2005
• Published: 06/22/2006
• Est. Priority Date: 02/10/1997
• Status: Abandoned Application

• Current Assignee: Alec Miloslavsky, Alexander Volguin, Alex Smelik, Andrei Petrov, Boris Livshits, Hamid Dadgar, Igor Neyman, Michail Barskiy, Oleg Bondarenke, Paul Karpenko, Valeriy Issayev, Yuri Ostapchuk
• Original Assignee: Alec Miloslavsky, Alexander Volguin, Alex Smelik, Andrei Petrov, Boris Livshits, Hamid Dadgar, Igor Neyman, Michail Barskiy, Oleg Bondarenke, Paul Karpenko, Valeriy Issayev, Yuri Ostapchuk
• Inventors: Miloslavsky, Alec, Petrov, Andrei, Neyman, Igor, Issayev, Valeriy, Smelik, Alex, Karpenko, Paul, Dadgar, Hamid, Ostapchuk, Yuri, Volguin, Alexander, Barskiy, Michail, Livshits, Boris, Bondarenke, Oleg
• Application Number:
  US11/317,946
• Publication Number:
  US 20060133594A1
• Time in Patent Office: Days
• US Class Current: 379/221.140
• CPC Class Codes: H04M 1/2473 Telephone terminals interfacing a personal computer, e.g. using an API (Application Programming Interface) details of API H04M7/0021
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/323 for the arrangements providing the connection (test connection, test call, call simulation)
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/42127 Systems providing several special services or facilities from groups H04M3/42008 - H04M3/58
• CPC Class Codes: H04M 3/42153 by subscriber
• CPC Class Codes: H04M 3/42161 via computer interface
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 7/00 Arrangements for interconnection between switching centres
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

A client-server telephone call router system as part of a customer premises system has a client-server router adapted to execute on a telephony switch, such as a public branch exchange (PBX) or other telephony switch, or on a processor connected by CTI link to a telephony switch. The telephony switch or processor executing the router is connected to a local area network (LAN) that also interconnects computer workstations proximate to telephones connected to the telephony switch. Client user interface applications run on the computer workstations, allowing clients to edit routing rules for the router, which has a list of routing rules keyed to users and workstations of the customer premises system. The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation on the LAN his\her own routing rules, and transmit the edits to the client-server router where the rules will be followed to route calls for that user and protocol.

Claims

1. (canceled)

2. A telephone call management system comprising:

an Internet Protocol Network Telephony (IPNT) capable computerized appliance having an electronic display; and

a code set executable on the computerized appliance providing a Graphical User Interface (GUI) on the electronic display and call management functions;

wherein incoming calls are represented on the electronic display as graphical symbols, and call management is enabled by drag-and-drop techniques.

3. The system of claim 2 wherein call management comprises answering a specific call by clicking on the symbol representing the call.

4. The system of claim 2 wherein call management comprises hanging up or disconnecting a specific call by double clicking on the symbol representing the call.

5. The system of claim 2 wherein call management comprises transferring a specific call to another destination by dragging the symbol representing the call to a symbol representing another destination.

6. The system of claim 2 wherein moving a cursor to the symbol representing a specific call causes an information display to activate with information regarding that call.

7. The system of claim 2 wherein call management comprises sending a specific call to an automatic answering function by dragging the symbol representing the specific call to a symbol representing the answering function.

8. A method for managing incoming Internet Protocol Network Telephony calls at an Internet-connected computerized appliance, comprising:

(a) displaying, by a code set executable on the computerized appliance, one or more graphical symbols on an electronic display of the computerized appliance, each symbol representing an incoming call;

(b) executing, via the code set, call management functions by drag-and-drop techniques on the electronic display.

9. The method of claim 8 wherein in step (b) call management comprises answering a specific call by clicking on the symbol representing the call.

10. The method of claim 8 wherein in step (b) call management comprises hanging up or disconnecting a specific call by double clicking on the symbol representing the call.

11. The method of claim 8 wherein in step (b) call management comprises transferring a specific call to another destination by dragging the symbol representing the call to a symbol representing another destination.

12. The method of claim 8 wherein in step (b) moving a cursor to the symbol representing a specific call causes an information display to activate with information regarding that call.

13. The method of claim 8 wherein in step (b) call management comprises sending a specific call to an automatic answering function by dragging the symbol representing the specific call to a symbol representing the answering function.