Automatic call answering and sequencing system

• US 4,066,847 A
• Filed: 09/29/1976
• Issued: 01/03/1978
• Est. Priority Date: 09/29/1976
• Status: Expired due to Term

• Current Assignee: Electronic Automation Limited
• Original Assignee: Electronic Automation Limited
• Inventors: Giordano, John K.
• Primary Examiner(s): Claffy, Kathleen H.
• Assistant Examiner(s): Myers, Randall P.
• Application Number:
  US05/727,684
• Time in Patent Office: 461 Days
• Field of Search: 179/18 BG, 179/27 D, 179/27 FC, 179/99, 179/6 C
• US Class Current: 379/82
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04Q 3/625 Arrangements in the private branch exchange

Abstract

An automatic incoming telephone call sequencing system is disclosed for use with multiple incoming line key telephone instruments. The sequencing system includes a scanner for scanning all of the incoming lines and detecting the arrival of an incoming call on each of the lines, an identifier for identifying each of the lines following detected by the scanner of an unanswered call thereon, a queue memory for storing in the order of receipt all of the coded line signals from the identifier and providing an output queue signal corresponding to the line having the oldest unanswered call, a signaller for providing a key of the key telephone instrument with a distinct visual indication from the output queue signal, and an operator interrupt detector for detecting the operator'"'"'s answer of the line having the oldest unanswered call and for thereupon advancing the queue memory to the next oldest call whereupon the signaller provides the distinct visual indication to the key corresponding to the next oldest unanswered incoming call, etc. Automatic announcement equipment may also be incorporated to explain the answering procedure to the calling parties.

Claims

1. For use in combination with a subscriber'"'"'s key telephone service unit connected to a plurality of incoming telephone lines, said unit being connected to at least one key telephone instrument provided with a plurality of indicator keys each for indicating visually the arrival of an incoming call thereon and for enabling an operator to select between said lines and to answer one of them at a time, an automatic call sequencing system comprising

scanning means connected to said lines for scanning said lines and for detecting arrival of an incoming call on each of said lines;

identifier means connected to said scanning means for identifying each line following detection of an unanswered call thereon by providing a line connection unit identifier signal;

queue memory means connected to said identifier means for storing in order of receipt all of said line connection unit identifier signals and for providing a queue-first control signal corresponding to said line having the oldest unanswered call, said queue memory means having an output queuing circuit responsive to said queue-first control signal;

key blinking control means connected to said key telephone instrument keys and to said output queuing circuit for providing said key corresponding to said line having the oldest unanswered call with a visual indication distinctly differing from visual indications of other said keys for lines having less senior unanswered incoming calls;

operator interrupt detection means connected to said lines and to said output queuing circuit for detecting the answering of said line having the oldest unanswered call by the operator and thereupon for advancing said queue memory means to a said line connection unit identifier signal being next in order whereupon a queue-first control signal is provided from said queue memory means through said output register queuing circuit to the said key corresponding to the next line then having the oldest unanswered call.

2. The system set forth in claim 1 wherein said scanning means is connected to scan all of said lines upon detection of an incoming call on any one of said lines for automatically terminating such lines, and for signalling completion of said scan.

3. The system set forth in claim 2 further comprising calling party disconnect detection means connected to said scanning means and to said output queuing circuit for automatically unterminating a terminated line having an incoming call in which the calling party has hung up before the operator has answered and for automatically advancing said queue memory means to the next in order line connection unit identifier signal when said line connection unit identifier signal for said line having said hung up call would otherwise become the line then having the oldest unanswered call.

4. The system set forth in claim 3 further compromising dropped call counting means connected to said calling party disconnect detection means for counting the total of detected calls disconnected by the calling party.

5. The system set forth in claim 1 further comprising recorded message delivery means and first audio switch means connected to said lines and to said recorded message delivery means, said recorded message delivery means being connected to said scanning means so that a recorded message is initiated upon completion of said scan, and said first audio switch means being connected to said scanning means for switching said recorded message to said terminated yet unanswered lines.

6. The system set forth in claim 5 wherein said recorded message delivery means provides a completion signal at the conclusion of said recorded message and further comprising a source of background music and second audio switch means connected to said source, to said lines and to said message delivery means, said second audio switch means for switching background music to those lines having just received said recorded message in response to said completion signal.

7. The system set forth in claim 5 further comprising function selector means connected to said scanning means and to said recorded message delivery means for enabling said recorded message to be delivered and for unterminating said lines upon completion of said recorded message as a selectable alternative functional mode of said call sequencing system.

8. The system set forth in claim 1 further comprising busy line detection means connected to said scanning means and to said instrument for inhibiting said scanning means from scanning in the event that the operator is not then using said key telephone instrument.

9. The system set forth in claim 1 further comprising total call counting means connected to said scanning means for counting the total of calls detected by said scanning means.

10. In electrical connection to multiple incoming telephone lines of a standard multiple line key telephone instrument and to its key service line circuit equipment, an automatic telephone answering and sequencing system comprising:

a plurality of line connection circuit means each being connected to a corresponding said incoming line for automatically terminating said line upon detection of an incoming call in the event that an attendant is already using said instrument, for ceasing to terminate said line when it is answered at said telephone instrument and also in the event that the calling party disconnects, for gating audio signals to said line and for providing a key of said instrument corresponding to the line to which said connection circuit means is connected with a lamp flashing priority signal distinctly different from other flashing signals from a priority control signal identifying said call incoming upon said line as the oldest among incoming calls not yet handled by an attendant at said instrument;

read and write memory means for storing the order of arrival of all incoming unattended calls and the identity of the lines having said calls, and for reading out as a priority control signal the identity of the single line having the oldest among incoming unattended calls;

a plurality of audio signal delivery means each being connected to a corresponding said line connection circuit means for delivering audio signals to selected ones of said lines;

system control means connected to each said line connection circuit means, said read and write memory means and said audio signal delivery means, said control means for scanning all of said line connection circuit means upon detection of an incoming call, for writing into said read and write memory means said order of arrival of said incoming calls and said identity of lines, for reading from said memory means said priority control signal and sending it to the identified line connection circuit means identified thereby and for starting said audio signal delivery means at the completion of each scan of all of said line connection circuit means.

11. The system set forth in claim 10 additionally comprising fault circuit memory restoration means connected to system control means and to said read and write memory means for restoring therein the identity of the lines having incoming unattended calls in a predetermined order not necessarily corresponding to priority of receipt in the event that said read and write memory means looses said line identification information previously stored therein.

12. The system set forth in claim 10 wherein said audio signal delivery means comprises announcement playback means for providing an initial expository announcement to said line connection circuit means and background music means for providing background music to said line connection circuit means, which additionally comprises audio switch means controlled by said announcement playback means for switching said telephone line to said background music means upon completion of playback of said expository announcement.

13. The system set forth in claim 10 additionally comprising statistical accumulation and reporting means connected to said system control means for counting and reporting the operations of said answering and sequencing system.

14. The system set forth in claim 13 wherein said statistical accumulation and reporting means includes total call count means for counting and reporting the total number of incoming calls handled by said system during a predetermined time interval.

15. The system set forth in claim 13 wherein said statistical accumulation and reporting means includes dropped call count means for counting and reporting the total number of incidents wherein the calling party has disconnected before an attendant reached the line carrying said calling party'"'"'s incoming call.

16. The system set forth in claim 10 wherein each said line connection circuit means includes a light emitting diode and a phototransistor configured together as an optical isolator for detecting the occurrence of an incoming call.

17. The system set forth in claim 10 wherein each said line connection circuit means includes a light emitting diode and a phototransistor configured together as an optical isolator for detecting when said line is answered by an attendant at said instrument.

18. The system set forth in claim 10 wherein each said line connection circuit means includes a light emitting diode and a phototransistor configured together as an optical isolator for detecting if the calling party has disconnected before the line is answered at said instrument.

19. The system set forth in claim 10 wherein each said line connection circuit means includes a triac controlled by a phototransistor of an optical isolator for providing said key with said lamp flashing priority signal.

20. The system set forth in claim 10 wherein said system control means generates system clocking signals from the power line frequency.

21. The system set forth in claim 10 wherein each said line connection circuit means includes a light emitting diode and a phototransistor configured together as an optical isolator for detecting that said attendant is already using said instrument.

22. The system set forth in claim 10 for use with a plurality of parallel connected key service telephone instruments.

23. An automatic call sequencing system for connection within a telephone subscriber'"'"'s key telephone service installation servicing a plurality of incoming telephone lines and including at least one key telephone instrument having a plurality of illuminable selector keys each corresponding to a said incoming line and in labeling the line to be selected and answered, said system comprising:

a plurality of incoming call detection means, each for detecting an incoming ringing signal upon a said line to which it is connected;

scanning means connected to said lines and to said incoming call detection means, for scanning all of said lines when an incoming ringing signal is detected by said call detection means;

a plurality of identifier means connected to said call detection means and to said scanning means, each for providing a line identification signal for the said line to which it corresponds when interrogated by said scanning means and when an incoming ringing signal is present on said line,

queue memory stack means connected to said plurality of identifier means for storing in order of receipt all of said line identification signals scanned by said scanning means, and for reading out a queue first control signal corresponding to said line having said oldest unanswered call;

a plurality of key lamp signal control means each connected to operate the lamp of the corresponding key of said telephone instrument, and connected to said queue memory stack means to respond to said queue first control signal, said key lamp signal control means for providing a said key corresponding to said line having the oldest unanswered call with a visual indication distinctly differing from visual indications of others of said keys for lines having less senior unanswered calls;

a plurality of operator interrupt detection means, each connected to a corresponding incoming line and to queue memory stack means, for detecting the occurrence of the operator'"'"'s answering the said line having the oldest unanswered incoming call and for thereupon advancing said queue memory stack means to the next oldest line identification signal stored therein, whereupon a queue first control signal corresponding to the line thus identified is output by said queue memory stack means and a key lamp signal control means corresponding to the line thus identified causes a distinctly different visual indication at the key for said line.