Authorization to place calls by remote users

• US 20080118046A1
• Filed: 11/16/2006
• Published: 05/22/2008
• Est. Priority Date: 11/16/2006
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Jain, Mukul, Kumar, Sanjeev, Baird, Randall B., Pearce, Christopher E., Patel, Labhesh, Shaffer, Shmuel, Katkam, Vinod
• Granted Patent: US 8,687,785 B2
• Time in Patent Office: Days
• US Class Current: 379/198
• CPC Class Codes: H04M 3/38 Graded-service arrangements, i.e. some subscribers prevented from establishing certain connections queuing arrangements H04Q3/64
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements

Abstract

A system includes a first interface to connect with a network, and a second interface to connect with a telephone device of an enterprise. A unit controls a connection between the first and second interfaces for an outgoing call from the telephone device to a remote telephone device connected to the network. A processor subsystem coupled with the unit operates to initiate communications with a telephone device associated with a supervisor having authority to allow or deny the call. The processor subsystem also operates too present the supervisor with information that includes a purpose or reason for the outgoing call. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure.

Claims

1. A system comprising:

a first interface to connect with a network;

a second interface to connect with a telephone device of an enterprise; and

means for controlling a connection between the first and second interfaces for an outgoing call from the telephone device to a remote telephone device connected to the network, the means also for contacting a third party and presenting the third party with information that includes a purpose or reason for the outgoing call, the means either making the connection, or not, responsive to input received.

2. The system of claim 1 wherein the input is received from a telephone device associated with the third party.

3. The system of claim 1 wherein the input is received from a user interface of a personal computer (PC) associated with the third party.

4. A system comprising:

a first interface to connect with a network;

a second interface to connect with a telephone device of an enterprise; and

a unit that controls a connection between the first and second interfaces for an outgoing call from the telephone device to a remote telephone device connected to the network; and

a processor subsystem coupled with the unit operable to initiate communications with a telephone device associated with a supervisor, and to present the supervisor with information that includes a purpose or reason for the outgoing call, the supervisor having authority to allow or deny the outgoing call.

5. The system of claim 4 wherein the processor subsystem is further operable to determine a preferred communications mode for communicating with the supervisor.

6. The system of claim 4 further comprising a module coupled with the processor subsystem, the module containing a listing of call route patterns, each call route pattern being mapped to a set of supervisors, the processor subsystem being operable to access the listing in the module in response to the outgoing call, and to select one of the supervisors in the set as the supervisor.

7. The system of claim 6 wherein the module further includes the preferred communications mode of the supervisor.

8. The system of claim 4 wherein the outgoing call comprises an international or long-distance call.

9. The system of claim 4 further comprising a queue that holds the outgoing call until the supervisor has been contacted.

10. The system of claim 4 wherein the processor subsystem is further operable to signal the unit to make the connection, or not, responsive to input received from the telephone device associated with the supervisor.

11. A method comprising:

receiving, at a communications node, an outbound call dialed by a caller to a toll number;

holding the outbound call;

notifying a supervisor of the outbound call;

providing the supervisor with information that includes a name of the caller, and a purpose or reason for the outbound call; and

either;

connecting the outbound call to the toll number in response to authorization input;

or

dropping the outbound call.

12. The method of claim 11 wherein the communications node comprises a private branch exchange.

13. The method of claim 11 wherein the authorization input is received from a telephone device associated with the supervisor.

14. The method of claim 11 further comprising providing the supervisor with an option to communicate directly with the caller.

15. The method of claim 11 further comprising providing the supervisor with an option to forward the outbound call to another supervisor.

16. The method of claim 11 wherein the information further includes a customer and/or case number and the toll number.

17. The method of claim 11 further comprising determining a mode of communication with the supervisor using a presence server.

18. The method of claim 11 further comprising providing the supervisor with a dialog box for communication with the caller, the dialog box allowing the supervisor to enter a reason for dropping the outbound call.

19. Logic encoded in one or more media for execution and when executed is operable to:

receive, at a private branch exchange, an outbound call dialed by a caller to a toll number;

hold the outbound call in a queue;

notify a supervisor of the outbound call;

provide the supervisor with information that includes a name of the caller, and a purpose or reason for the outbound call; and

either;

connect the call to the toll number in response to authorization input;

or drop the call.

20. The logic of claim 19 wherein, when executed, is further operable to:

locate the supervisor; and

identify a communications mode to be used to notify the supervisor of the outbound call.

21. The logic of claim 19 wherein the toll number comprises a long-distance or international number.

22. The logic of claim 19 wherein, when executed, is further operable to provide the supervisor with an option to communicate directly with the caller.

23. The logic of claim 19 wherein, when executed, is further operable to provide the supervisor with an option to forward the outbound call to another supervisor.

24. The logic of claim 19 wherein, when executed, is further operable to provide the supervisor with a dialog box for communication with the caller, the dialog box allowing the supervisor to enter a reason for dropping the outbound call