Call coverage arrangement

• US 4,436,962 A
• Filed: 03/30/1982
• Issued: 03/13/1984
• Est. Priority Date: 03/30/1982
• Status: Expired due to Term

• Current Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Original Assignee: Bell Telephone Laboratories, Inc. (Nokia Corporation)
• Inventors: Davis, Richard A., Jones, Bernard R., Harris, Susan K.
• Primary Examiner(s): Brown, Thomas W.
• Application Number:
  US06/363,422
• Time in Patent Office: 714 Days
• Field of Search: 179/18 BE, 179/18 B, 179/18 BG, 179/27 D, 179/18 AD, 179/18 D, 179/18 FH, 179/27 FH
• US Class Current: 379/211.03
• CPC Class Codes: H04M 3/46 Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
• CPC Class Codes: H04M 3/546 in private branch exchanges

Abstract

A call coverage arrangement in a telephone system. Any station served by the system may be assigned to a call coverage group as a principal station. A coverage group includes the identities of a plurality of call covering stations for the principal station and an indication of the order of preference of the covering stations. Call coverage criteria are stored for principal stations specifying circumstances under which calls intended for the principal stations are redirected to coverage. A covered call is redirected sequentially to each of the covering stations in a coverage group in the order of preference until the call is answered or abandoned. The coverage criteria include options based on both the state of a principal'"'"'s station (active, busy, idle, etc.) and the class of an incoming call (internal, external, priority). Principal stations are equipped with a "send all calls" button. The button may be operated while a call is arriving to redirect the call without waiting for automatic coverage to take effect. To give a caller control over the disposition of a call scheduled for coverage, the caller is alerted at the time a coverage criterion is satisified that the call is scheduled for coverage. Thereafter, a short time interval is provided during which the caller may abandon, activate the automatic generation and storage of a callback message or wait for the call to be redirected to coverage.

Claims

1. A method of providing call coverage service for a principal station in a telephone system having a storage memory and serving a plurality of stations, comprising the steps of

storing call coverage criteria in memory specifying conditions under which calls directed to the principal station will be redirected to coverage,

storing in memory identifications of a plurality of call covering stations for the principal station and an order of preference of the call covering stations, and

in response to a call intended for the principal station from a calling station and satisfying the coverage criteria, redirecting the call to coverage from the principal station sequentially to each of the covering stations in the order of preference until the call is answered or abandoned.

2. The invention of claim 1 wherein the redirecting step comprises redirecting the call first to a first preferred one of the covering stations when a coverage criterion is satisfied, and

thereafter redirecting the call from the first preferred covering station to the next preferred covering station responsive to a prescribed condition at the first preferred covering station.

3. The invention of claim 1 wherein the coverage criteria storing step further comprises:

storing criteria specifying conditions relating to both the state of the principal station and to the class of the call directed to the principal station.

4. The invention of claim 2 wherein the step of redirecting the call to the first preferred covering station further comprises the steps of:

alerting the calling station that the call is scheduled to be redirected to coverage,

providing a prescribed interval of time immediately following the alerting at the expiration of which the call is redirected to coverage, and

disposing of the call in accordance with a prescribed signal received during the prescribed interval of time.

5. The invention of claim 1 wherein said method further comprises

directing the call to the principal station if the call does not initially satisfy a coverage criterion, and

redirecting the call from the principal station to coverage responsive to receipt of a prescribed signal from the principal station.

6. The invention of claim 5 wherein the principal station is equipped with a send-all-calls (SAC) button for generating the prescribed signal.

7. The invention of claim 2 further comprising

redirecting the call from the first preferred covering station to the next preferred covering station after a prescribed period of time during which the call is not answered at the first preferred covering station.

8. The invention of claim 2 wherein the first preferred covering station has a send-all-calls feature button and the method further comprises

redirecting the call from the first preferred covering station to the next preferred covering station responsive to an activated state of the send-all-calls button.

9. The invention of claim 2 further comprising the steps of

ascertaining whether a call to a given station is directed to the station as a principal station or redirected to the station as a covering station,

interrogating the coverage criteria for the station if the call is to the station as a principal station, and

omitting the last-mentioned interrogating step if the call is to the station as a covering station.

10. The invention of claim 2 or claim 9 wherein the step of redirecting the call to the first preferred covering station further comprises the step of

storing in a memory location (REDIR_- TYPE) associated with the call an indication that the call is being redirected.

11. The invention of claim 10 wherein the ascertaining step further comprises the step of

interrogating the redirected call indication.

12. The invention of claim 1 further comprising the step of

testing for the availability of each covering station before redirecting the call to that covering station.

13. The invention of claim 12 wherein each covering station has one or more call appearances and said availability testing further comprises the step of

testing for an idle one of said call appearances.

14. The invention of claim 12 wherein each covering station has a send-all-calls feature button or capability, and said availability testing further comprises the step of

ascertaining the send-all-calls status of the covering station.

15. The invention of claim 3 further comprising the steps of

ascertaining the state of the principal station and the class of the call responsive to arrival of the call, and executing a step selected from the following list of steps in accordance with the call coverage criteria;

a. directing the call only to the principal station;

b. redirecting the call only to coverage;

or

c. directing the call first to the principal station and then redirecting the call to coverage if the principal station is not answered within a specified period of time.

16. The invention of claim 15 wherein the class of the arriving call is defined as external if the call originates from a station not served by the telephone system and is defined as internal if the call originates from a station served by the telephone system.

17. The invention of claim 16 wherein the ascertaining step further comprises the step of

determining from the coverage criteria if the arriving call should be immediately redirected to coverage.

18. The invention of claim 17 wherein the coverage criteria comprise a COVER ALL EXTERNAL CALLS flag (CALL_- EXT) and the immediate redirection determining step comprises the steps of determining if the arriving call is an external call and, if so, controlling the redirection if the CALL_- EXT flag is in a prescribed state.

19. The invention of claim 17 wherein the coverage criteria comprise a COVER ALL INTERNAL CALLS flag (CALL_- INT) and the immediate redirection determining step comprises the steps of

determining if the arriving call is an internal call and, if so, controlling the redirection of the arriving call if the CALL_- INT flag is in a prescribed state.

20. The invention of claim 17 wherein the principal station comprises plural call appearances of its station line and the system is operative to establish independent calls to each of the appearances simultaneously, in which the principal station state is defined to be active if one or more of the appearances are associated with calls, and the principal station state is defined to be busy if all of the appearances are associated with calls, wherein the coverage criteria comprise a COVER EXTERNAL CALLS ACTIVE (CACT_- EXT) flag and the immediate redirection determining step comprises the steps of

determining if the arriving call is an external call and if so,

controlling the redirection of the arriving call if the CACT_- EXT flag is in a prescribed state and the principal station is in an active state.

21. The invention of claim 17 wherein the principal station comprises plural call appearances of its station line and the system is operative to establish independent calls to each of the appearances simultaneously, in which the principal station state is defined to be active if one or more of the appearances are associated with calls, and the principal station state is defined to be busy if all of the appearances are associated with calls, wherein the coverage criteria comprises a COVER INTERNAL CALL ACTIVE flag (CACT_- INT) and the immediate redirection determining step comprises the steps of

determining if the arriving call is an internal call and, if so,

controlling the redirection of the arriving call if the CACT_- INT flag is in a prescribed state and the principal station is in an active state.

22. The invention of claim 20 wherein the coverage criteria comprise a COVER EXTERNAL CALL BUSY flag (CBSY_- EXT) and the immediate redirection determining step comprises the steps of

determining if the arriving call is an external call and, if so,

controlling the redirection of the arriving call if the CBSY_- EXT flag is in a prescribed state and the principal station is in a busy state.

23. The invention of claim 21 wherein the coverage criteria comprise a COVER INTERNAL CALL BUSY flag (CBSY_- INT) and the immediate redirection determining step comprises

determining if the arriving call is an internal call and, if so,

controlling the redirection of the arriving call if the CBSY_- INT flag is in a prescribed state and the principal station is in a busy state.

24. The invention of claim 15 wherein the ascertaining step further comprises the step of

determining from the coverage criteria if the arriving call should be redirected to coverage if the principal station is not answered within a prescribed period of time.

25. The invention of claim 16 wherein the coverage criteria comprise a COVER ON DOESN'"'"'T ANSWER EXT flag (CDA_- EXT) and step c of claim 15 further comprises

determining if the arriving call is an external call and, if so,

activating a timing function to time the specified period of time if the CDA_- EXT flag is in a prescribed state.

26. The invention of claim 16 wherein the coverage criteria comprise a COVER ON DOESN'"'"'T ANSWER INT flag (CDA_- INT) and step c of claim 15 further comprises

determining if the arriving call is an internal call and, if so,

activating a timing function to time the prescribed period of time if the CDA_- INT flag is in a prescribed state.

27. The invention of claim 4 in which the telephone system includes program means activatible by said prescribed signal from each of the stations for generating and storing in the memory a call message including the identities of an activating station of said program means and the principal station and wherein the call disposing step further comprises the step of

initiating control of the program means responsive to receipt of said prescribed signal during the prescribed time interval.

28. The invention of claim 4 in which the call disposing step further comprises the step of

cancelling the call in the telephone system responsive to an on-hook signal from the calling station before expiration of the prescribed time interval.

29. The invention of claim 4 in which the call disposing step further comprises the step of

redirecting the call to coverage responsive to expiration of the prescribed time interval when the calling station is off-hook.

30. The invention of claim 4 in which the call disposing step further comprises the step of

completing the call to the principal station responsive to an off-hook signal from the principal station received during the prescribed time interval.

31. The invention of claim 6 further comprising the step of

redirecting a call from a first preferred covering station in the order of preference to the next preferred covering station in the order of preference responsive to an operation of the SAC button at the first preferred covering station.

32. The invention of claim 5 or claim 31 wherein a said station comprises plural call appearances of its station line and the system is operative to establish independent calls to each of the appearances simultaneously and the method further comprises the step of

redirecting all calls at different ones of the call appearances of said station that are in a call alerting state.

33. The invention of claim 1 wherein the telephone system is a customer premises telephone system.

34. A telephone system serving a plurality of stations and comprising

a processor (107),

a memory (108),

program means (FIGS. 4-6;

13-21, 37-41) stored in the memory for controlling the processor to provide call coverage for calls directed to the stations, said program means comprising

table means (LXLN6, COVRTBLO) for storing call coverage criteria specifying circumstances under which a call directed to a principal one of the stations will be redirected to call coverage,

table means (COVRTBL1 through COVRTBL3) for storing the identity of a plurality of call covering stations for the principal station and an indication of the order of preference of the call covering stations, and wherein the program means comprises

means responsive to a call directed to the principal station and satisfying a coverage criterion for redirecting the call sequentially to each of the covering stations until the call is answered or abandoned.

35. The invention of claim 34 wherein the call redirecting means further comprises

means responsive to a signal from one of the covering stations while the covering station is being alerted of the arrival of the call for redirecting the call from that covering station to the next covering station in the order of preference.

36. The invention of claim 34 wherein the program means further comprises

means responsive to a signal from the principal station while the principal station is being alerted on a second arriving call for activating the call coverage redirecting means.

37. The invention of claim 34 wherein the call redirecting means further comprises

means (FIG. 15) for providing a prescribed interval of time after the coverage criterion is satisfied and before the call is redirected to coverage.

38. The invention of claim 34 wherein the coverage criteria table means further comprises

means for storing coverage criteria relating to both the class of the call (CVR_- EXT, CVR_- INT) and to the state of the principal station (CBSY_- EXT, CACT_- EXT, CBSY_- INT, CACT_- INT).