Coordinated transfer of voice and information through a digital switch

• US 4,805,209 A
• Filed: 12/09/1987
• Issued: 02/14/1989
• Est. Priority Date: 12/09/1987
• Status: Expired due to Term

• Current Assignee: Rolm Corp. (International Business Machines Corporation)
• Original Assignee: International Business Machines SA (International Business Machines Corporation)
• Inventors: Jolissaint, Charles H., Kerlin, Gregg W., Baker, William T. Jr., Buffum, Charles M.
• Primary Examiner(s): Dwyer, James L.
• Application Number:
  US07/131,070
• Time in Patent Office: 433 Days
• Field of Search: 379/93, 379/94, 379/96, 379/210, 379/211, 379/212, 379/201, 379/263
• US Class Current: 379/93.23
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80
• CPC Class Codes: H04Q 11/0407 using a stored programme control

Abstract

In many business applications, data about a client is created and entered on an agent'"'"'s data terminal during a teleconference with the client. Often, it is necessary to transfer the client to a specialist during the course of the conversation. This invention describes a method of transferring the call and the data terminal information associated with the call to any available phone extension with an associated data terminal. A Computerized Branch Exchange (CBX) is used to transfer the call and pass a host program the phone source extension and the destination extension for the transfer. The host program looks up the source and destination extensions in a phone to terminal file and determines the network address of the data terminals involved and transfers the appropriate host application terminal display to invoke a transfer of display information. The host application sends the data terminal information to the destination data terminal display in conjunction with the transferred phone call.

Claims

1. A method of coordinating the transfer of a phone call and information associated with the phone call in a system having a plurality of phones managed by a digital switch, a plurality of display terminals, a host processor, and memory means for storing programs and data structures, the digital switch including memory means for storing programs and a data structure for uniquely identifying each phone by an extension, control means for attaching said plurality of phones and communication means for communicating with the host processor, the host processor having memory means for storing a communication manager, data structures and applications programs and communication means for communicating with the digital switch and the plurality of display terminals, said method comprising the steps of:

(a) sending the host processor a communication in response to a call transfer, said communication containing a source phone extension and a destination phone extension;

(b) receiving said communication by the communication manager of the host processor;

(c) processing said communication and determining an associated application program and an associated display terminal to link with said destination extension; and

(d) invoking said associated application program to communicate with said associated display terminal to display information associated with said call transfer.

2. The method of coordinating the transfer of a phone call and the display of information associated with the phone call, as recited in claim 1, wherein said step of processing said communication and determining an associated application program and an associated display terminal to link with said destination phone extension includes the steps of:

(a) searching said data structures in said host processor for a match of said source phone extension and a record of said data structure; and

(b) retrieving an application name of said associated application program from said record of said data structure.

3. The method of coordinating the transfer of a phone call and the display of information associated with the phone call, as recited in claim 2, wherein said data structures include a trunk to application program data structure.

4. The method of coordinating the transfer of a phone call and the display of information associated with the phone call, as recited in claim 2, wherein said data structures include a direct network indirect service to application program data structure.

5. The method of coordinating the transfer of a phone call and the display of information associated with the phone call, as recited in claim 1, wherein said step of processing said communication and determining an associated application program and an associated display terminal to link with said destination phone extension includes the steps of:

(a) searching said data structures in said host processor for a match of said destination phone extension and a record of said data structure; and

(b) retrieving an address of said associated display terminal from said record of said data structure.

6. The method of coordinating the transfer of a phone call and the display of information, as recited in claim 1, wherein said step of invoking said associated application program to communicate with said associated display terminal to display information associated with said call transfer includes the step of updating the data structures with information associated with said transfer.

7. The method of coordinating the transfer of a phone call and the display of information, as recited in claim 1, including the step of executing an application program to initialize the data structures in the host processor.

8. The method of coordinating the transfer of a phone call and the display of information, as recited in claim 7, wherein said step of executing an application program to initialize the data structures in the host, includes the step of dynamically varying the data structures.

9. The method of coordinating the transfer of a phone call and the display of information, as recited in claim 1, wherein said step of invoking said associated application program to communicate with said associated display terminal to display information associated with said call transfer includes the step of displaying information on said display terminal before the phone call is transferred.

10. The method of coordinating the transfer of a phone call and information associated with the phone call, as recited in claim 1, including the steps of:

(a) accessing the data structures in the host by an application program;

(b) retrieving information from said data structures; and

(c) performing additional processing based on said information.

11. The method of coordinating the transfer of a phone call and the display of information, as recited in claim 1, wherein said step of sending the host processor a communication in response to a call transfer, said communication containing a source phone extension and a destination phone extension, includes the step of formatting said communication in accordance with a logical unit six dot two (LU 6.2) transaction.

12. The method of coordinating the transfer of a phone call and the display of information, as recited in claim 1, wherein said phone call is a conference call.

13. The method of coordinating the transfer of a phone call and the display of information, as recited in claim 1, wherein said phone call and information are transferred through the digital switch.

14. Apparatus for coordinating the transfer of a phone call and information associated with the phone call in a system having a plurality of phones managed by a digital switch, a plurality of display terminals, a host processor, and memory means for storing programs and data structures, the digital switch including memory means for storing programs and a data structure for uniquely identifying each phone by an extension, control means for attaching said plurality of phones and communication means for communicating with the host processor, the host processor having memory means for storing a communication manager, data structures and applications programs and communication means for communicating with the digital switch and the plurality of display terminals, comprising:

(a) means for sending the host processor a communication in response to a call transfer, said communication containing a source phone extension and a destination phone extension;

(b) means for receiving said communication by the communication manager of the host processor;

(c) means for processing said communication and determining an associated application program and an associated display terminal to link with said destination extension; and

(d) means for invoking said associated application program to communicate with said associated display terminal to display information associated with said call transfer.

15. The apparatus for coordinating the transfer of a phone call and information associated with the phone call, as recited in claim 14 further comprising:

(a) means for searching said data structures in said host processor for a match of said source phone extension and a record of said data structure; and

(b) means for retrieving an application name of said associated application program from said record of said data structure.

16. The apparatus for coordinating the transfer of a phone call and information associated with the phone call, as recited in claim 14 further comprising means for mapping a trunk to an application.

17. The apparatus for coordinating the transfer of a phone call and information associated with the phone call, as recited in claim 14 further comprising means for mapping a direct network indirect service to an application program.

18. The apparatus for coordinating the transfer of a phone call and information associated with the phone call, as recited in claim 14 further comprising:

(a) means for searching said data structures in said host processor for a match of said destination phone extension and a record of said data structure; and

(b) means for retrieving an address of said associated display terminal from said record of said data structure.

19. The apparatus for coordinating the transfer of a phone call and information associated with the phone call, as recited in claim 14 further comprising means for updating the data structures with information associated with said transfer.

20. The apparatus for coordinating the transfer of a phone call and information associated with the phone call, as recited in claim 14 further comprising means for executing an application program to initialize the data structures in the host processor.

21. The apparatus for coordinating the transfer of a phone call and information associated with the phone call, as recited in claim 14 further comprising means for dynamically varying the data structures.

22. The apparatus for coordinating the transfer of a phone call and information associated with the phone call, as recited in claim 14 further comprising means for displaying information on said display terminal before the phone call is transferred.

23. The apparatus for coordinating the transfer of a phone call and information associated with the phone call, as recited in claim 14 further comprising:

(a) means for accessing the data structures in the host by an application program;

(b) retrieving information from said data structures; and

(c) performing additional processing based on said information.

24. The apparatus for coordinating the transfer of a phone call and information associated with the phone call, as recited in claim 14 further comprising means for formatting said communication in accordance with a logical unit six dot two (LU 6.2) transaction.

25. The apparatus for coordinating the transfer of a phone call and information associated with the phone call, as recited in claim 14 further comprising means for coordinating a conference call.

26. The apparatus for coordinating the transfer of a phone call and information associated with the phone call, as recited in claim 14 further comprising means for transferring the phone call and the information through the digital switch.