Terminal based adjunct call manager for a communication system

• US 4,763,353 A
• Filed: 02/14/1986
• Issued: 08/09/1988
• Est. Priority Date: 02/14/1986
• Status: Expired due to Term

• Current Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Original Assignee: American Telephone & Telegraph Company (AT&T, Inc.), AT&T Information Systems Inc. (AT&T, Inc.)
• Inventors: Collins, Michael J., Singer, Martin H., Canale, Leonard M., Scott, Lisa L., O'Brien, Paul J.
• Primary Examiner(s): Dwyer, James L.
• Application Number:
  US06/830,058
• Time in Patent Office: 907 Days
• Field of Search: 379/157, 379/164, 379/165, 379/156, 379/201, 379/265, 379/309
• US Class Current: 379/157
• 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

Abstract

An adjunct call manager unit connects to a station set port of a telephone communication system and receives button identification and status signals to determine line, agent, and feature activation status of the system. In response to one or more of the received status signals, commands are sent to the system using button depression commands and switchhook commands to effectuate call processing control over the system. In one embodiment, the adjunct unit functions as an automated call distributor for managing incoming calls to the system.

Claims

1. An adjunct call manager unit arranged for connection to a station port of a telephone communication system for controlling the management of calls received over a plurality of communication lines connected to said system, said adjunct comprising

means for receiving a station line status signal from predetermined ones of said lines via said station port;

means for sending via said station port one or more station line control signals selected from a group including feature control signals, line control signals, and switchhook control signals; and

means responsive to said station line status signal for generating a predetermined call control command for output to said sending means wherein said control command includes one or more of said station line control signals.

2. The adjunct unit of claim 1 wherein said station line status signal includes a button number visual indicator signal and a visual indicator status signal.

3. The adjunct unit of claim 2 further comprising means for decoding said button number visual indicator signal into a line identification signal and decoding said visual indicator status signal into a line status signal.

4. The adjunct unit of claim 3 wherein said decoding means decodes button number visual indicator signal into an agent identification signal and decodes said agent signal into an agent status signal.

5. The adjunct unit of claim 1 wherein said station line control signals include a depressed button identification signal and a switchhook status signal.

6. The adjunct unit of claim 5 further comprising means for converting said line control signals into one or more depressed button identification signals.

7. The adjunct unit of claim 1 wherein said generating means is a programmable terminal.

8. The adjunct unit of claim 1 wherein

said sending means includes means for coupling an output from an audio signal means to a call on said system and

said generating means includes means for controlling the operation of said audio signal means.

9. The adjunct unit of claim 8 wherein said sending means includes audio receiving means for coupling an audio signal received from said station port to said audio signal means for recording thereat.

10. The adjunct unit of claim 8 further including

means for detecting dialing signals received from said system and

said generating means including means responsive to said dialing signal detecting means for selecting a predetermined audio signal from said audio signal means for output via said sending means.

11. The adjunct unit of claim 1 further including a station set connected to said system for providing voice communication therebetween.

12. The adjunct unit of claim 1 wherein said generating means includes means for controlling the output of data to an external device in response to a predetermined condition at said generating means.

13. The adjunct unit of claim 1 wherein said generating means includes means for receiving information specifying the existence of an agent at predetermined station set locations.

14. The invention of claim 1 wherein said adjunct unit includes means for determining which lines and station sets operate under control of said command generating means.

15. The invention of claim 14 wherein said adjunct unit further includes means for selecting lines and station sets identified in said determining means.

16. A communication system comprising a plurality of station sets each connected through a station port to a controller unit for controlling communications over a plurality of communication lines, said system further comprising

an adjunct call manager unit connected through one of said station ports to said controller unit, said adjunct unit including

means for receiving a station line status signal from predetermined ones of said lines via said station port;

means for sending via said station port a station line control signal selected from a group including feature control signals, line control signals, and switchhook control signals; and

means responsive to said station line status signal for generating a predetermined call control command for output to said sending means wherein said control command includes one or more of said line control signals.