Telephone line communications control system

• US 4,837,799 A
• Filed: 09/19/1988
• Issued: 06/06/1989
• Est. Priority Date: 10/05/1987
• Status: Expired due to Fees

• Current Assignee: John Richard Prohs
• Original Assignee: Ambassador College
• Inventors: Prohs, John R., Akins, Charles G., Efthyvoulos, Nicholas, Scheid, Michael R., Sandilands, Phillip E.
• Primary Examiner(s): Dwyer, James L.
• Application Number:
  US07/249,220
• Time in Patent Office: 260 Days
• Field of Search: 379/34, 379/67, 379/88, 379/92, 379/94, 379/201, 379/207, 379/208, 379/210, 379/214, 379/218, 379/219, 379/220, 379/221, 379/223, 379/224, 379/225, 379/265, 379/266, 379/269 , 379/309
• US Class Current: 379/224
• CPC Class Codes: H04M 3/42 Systems providing special services or facilities to subscribers specially adapted for wireless communication networks H04W4/00
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

The present invention is a telecommunications control system for accepting a plurality of multi-purpose stations for use as attendant stations in an attendant service complex to service calls directed to the system from originating stations. This system comprises a first plurality of connection controllers. Each connection controller in this first plurality of connection controllers provides for cooperating with a respective one of a plurality of multi-purpose stations in defining opposite ends of a call connection path. Each of these connection controllers has controllable switching means for opening the call connection path and releasing the respective multi-purpose station. The system provides for security against use of any of the multi-purpose stations within the attendant service complex by an unauthorized person. This system further includes a second plurality of connection controllers. Each connection controller is this second plurality of connection controllers provides for cooperating with a respective one of a pluraity of originating stations in defining opposite ends of a call connection path. This system further includes controllable inter-connection arranged between the first and second plurality of connection controllers, and includes a system for controlling the inter-connection system such that incoming calls from originating stations are extended to multi-purpose stations that have been accepted as attendant stations.

Claims

1. A telecommunications control system for accepting a plurality of multi-purpose stations for use as attendant stations in an attendant service complex to service calls directed to the system from originating stations, the system comprising:

a first plurality of station connection controllers, each station connection controller in the first plurality for cooperating with a respective one of a plurality of multi-purpose stations in defining opposite ends of a call connection path, and each such station connection controller having controllable switching means for opening the call connection path and releasing the respective multi-purpose station;

means for providing security against use of any of the multi-purpose stations within the attendant service complex by an unauthorized person, the means for providing security including means for controlling the switching means to open the call connection path and release the multi-purpose station;

a second plurality of station connection controllers, each station connection controller in the second plurality for cooperating with a respective one of a plurality of originating stations in defining opposite ends of a call connection path;

controllable inter-connection means arranged between the first and second plurality of station connection controllers; and

means for controlling the inter-connection means such that incoming calls from originating stations are extended to multi-purpose stations that have been accepted as attendant stations.

2. A system according to claim 1, wherein the means for providing security includes means for receiving a security-clearance signal via the call connection path to a multi-purpose station.

3. A system according to claim 2, wherein the means for providing security includes timer means for defining a timing interval to allow for receiving the security-clearance signal.

4. A system according to claim 3, wherein the means for receiving the security-clearance signal includes means for converting an in-band signal to a logic signal;

wherein the timer means produces a logic signal to define the timing interval end;

wherein the means for controlling the switching means to release a multi-purpose station comprises logic circuit means.

5. A system according to claim 1, wherein the second plurality of station connection controllers are connected to incoming lines.

6. A system according to claim 5, wherein each incoming line is a ground start line.

7. A system according to claim 5, wherein the incoming lines are connected to the public switched network.

8. A system according to claim 7, wherein each incoming line is a ground start line.

9. A system according to claim 7, wherein each incoming line has a toll-free telephone number.

10. A system according to claim 9, wherein each incoming line is a ground start line.

11. A system according to claim 1, and further comprising means for originating calls from the system to the multi-purpose stations.

12. A system according to claim 11, wherein the means for originating calls from the system comprises means for generating a sequence of signals to identify a multi-purpose station.

13. A system according to claim 12, wherein the first plurality of station connection controllers are connected to outgoing lines connected to the public switched network, whereby the multi-purpose stations can be located in homes.

14. A system according to claim 12, wherein the means for originating calls from the system includes means for automatically redialing, whereby an interrupted call to a multi-purpose station can be re-established.

15. A system according to claim 12, wherein the means for originating calls from the system includes means operating automatically in an operation to replace an inactivated multi-purpose station, whereby an auxiliary attendant can be substituted to provide service.

16. A system according to claim 1, wherein the controllable inter-connection means comprises a plurality of interconnecting switch means, and wherein the means for controlling the inter-connection means comprises means for controlling the interconnecting switch means such that a plurality of incoming calls are extended to the same multi-purpose station during an interval throughout which the multi-purpose station remains connected as an attendant station.

17. A system according to claim 16, and further comprising means for originating calls from the system to the multi-purpose stations.

18. A system according to claim 17, wherein the means for originating calls from the system comprises means for generating number-representing signals in a sequence to identify a multi-purpose station.

19. A system according to claim 18, wherein the first plurality of station connection controllers are connected to outgoing lines connected to the public switched network, whereby the multi-purpose stations can be located in homes.

20. A system according to claim 18, wherein the means for originating calls from the system includes means for automatically redialing, whereby an interrupted call to a multi-purpose station can be re-established.

21. A system according to claim 18, wherein the means for originating calls from the system includes means operating automatically in an operation to replace an inactivated multi-purpose station, whereby an auxiliary attendant can be substituted to provide service.

22. A system according to claim 16, and further comprising in-band signal responsive means for controlling the second plurality of station connection controllers such that an attendant at a multi-purpose station can disconnect an incoming call yet remain on line to be ready to have another incoming call extended to the on-line multi-purpose station.

23. A system according to claim 1, wherein the system is operable in traffic-volume dependent modes, and includes means operative during one such mode to release a multi-purpose station, then respond to a request to establish a call connection path for an incoming call by originating a call to, and re-establishing the previously released multi-purpose station as an attendant station, and then substantially simultaneously complying with the request and extending the incoming call to the re-established attendant station.

24. A system according to claim 23, wherein each of the second plurality of station connection controllers includes a ringing signal detection circuit for detecting such a request to establish a call connection path for an incoming call.

25. A system according to claim 24, wherein the ringing signal detection circuit produces a signal used to initiate a sequence of operations that are carried out while the ringing signal is present, and that thereby are transparent to the person placing the incoming call, by which an outgoing call is completed to a multi-purpose station and thereafter the incoming call is answered.

26. A system according to claim 1, wherein the first plurality of station connection controllers are connected to outgoing lines connected to the public switched network, whereby the multi-purpose stations can be located in homes.

27. A system according to claim 1, and further comprising means for playing a pre-recorded message to prompt an authorized person to enter a security-clearance signal.

28. A system according to claim 1, wherein the controllable inter-connection means comprises a plurality of interconnecting switch means, and wherein the means for controlling the inter-connection means comprises means for controlling the interconnecting switch means such that a plurality of incoming calls are extended to the same multi-purpose station during an interval throughout which the multi-purpose station remains connected as an attendant station, and further comprising means for playing a pre-recorded message after the last of the plurality of incoming calls and substantially immediately thereafter releasing the multi-purpose station.

29. A telecommunications control system for networking a plurality of multi-purpose telephone stations for use as attendant stations in an attendant service complex to service calls directed to the system from originating stations, the system comprising:

a first plurality of station connection controllers, each station connection controller in the first plurality for cooperating with a respective one of a plurality of multi-purpose stations in defining opposite ends of a call connection path;

a second plurality of station connection controllers, each station connection controller in the second plurality for cooperating with a respective one of a plurality of originating stations in defining opposite ends of a call connection path;

controllable inter-connection means arranged between the first and second plurality of station connection controllers; and

means for controlling the inter-connection means such that incoming calls from originating stations are extended to multi-purpose stations that have been networked for use as attendant stations, and wherein the means for controlling the inter-connection means includes means for causing a plurality of incoming calls to be extended to the same multi-purpose station during an interval throughout which the multi-purpose station remains networked as an attendant station.

30. A system according to claim 29, wherein the second plurality of station connection controllers are connected to incoming lines.

31. A system according to claim 30, wherein each incoming line is a ground start line.

32. A system according to claim 30, wherein the incoming lines are connected to the public switched network.

33. A system according to claim 32, wherein each incoming line is a ground start line.

34. A system according to claim 32, wherein each incoming line has a toll-free telephone number.

35. A system according to claim 34, wherein each incoming line is a ground start line.

36. A system according to claim 29, and further comprising means for originating calls from the system to the multi-purpose stations.

37. A system according to claim 36, wherein the means for originating calls from the system comprises means for generating number-representing signals in a sequence to identify a multi-purpose station.

38. A system according to claim 37, wherein the first plurality of station connection controllers are connected to outgoing lines connected to the public switched network, whereby the multi-purpose stations can be located in homes.

39. A system according to claim 37, wherein the means for originating calls from the system includes means for automatically redialing, whereby an interrupted call to a multi-purpose station can be re-established.

40. A system according to claim 37, wherein the means for originating calls from the system includes means operating automatically in an operation to replace an inactivated multi-purpose station, whereby an auxiliary attendant can be substituted to provide service.

41. A system according to claim 29, and further comprising in-band signal responsive means for controlling the second plurality of station connection controllers such that an attendant at a multi-purpose station can disconnect an incoming call yet remain off hook to be ready to have another incoming call extended to the off hook multi-purpose station.

42. A system according to claim 29, wherein the system is operable in traffic-volume dependent modes, and includes means operative during one such mode to release a multi-purpose station, then respond to a request to establish a call connection path for an incoming call by originating a call to, and re-establishing the previously released multi-purpose station as an attendant station, and then substantially simultaneously complying with the request and extending the incoming call to the re-established attendant station.

43. A system according to claim 42, wherein each of the second plurality of station connection controllers includes a ringing signal detection circuit for detecting such a request to establish a call connection path for an incoming call.

44. A system according to claim 43, wherein the ringing signal detection circuit produces a signal used to initiate a sequence of operations that are carried out while the ringing signal is present, and that thereby are transparent to the person placing the incoming call, by which an outgoing call is completed to a multi-purpose station and thereafter the incoming call is answered.

45. A system according to claim 29, wherein the first plurality of station connection controllers are connected to outgoing lines connected to the public switched network, whereby the multi-purpose stations can be located in homes.

46. A telecommunications control system for selectively networking a plurality of multi-purpose telephone stations for use as attendant stations in an attendant service complex to service calls directed to the system from originating stations, the system comprising:

first controllable means comprising a plurality of outgoing line connection controllers, each outgoing line connection controller for cooperating with a respective one of a plurality of multi-purpose stations in defining opposite ends of a call connection path;

second controllable means comprising a plurality of incoming line connection controllers, each incoming line station connection controller for cooperating with a respective one of a plurality of originating stations in defining opposite ends of a call connection path, and each including means for detecting a ringing signal indicating a request to establish a call connection path for an incoming call;

third controllable means comprising a plurality of controllable inter-connection means, each arranged between an incoming line station connection controller and an outgoing line station connection controller;

fourth controllable means for originating calls from the system to the multi-purpose stations via the outgoing line station connection controllers; and

means for controlling the first, second, third, and fourth controllable means in a predetermined sequence of operations initiated by the detection of a ringing signal, in which sequence of operations a call is originated to a multi-purpose station while the ringing signal is present so as to be unnoticeable to a person using the originating station, and after completion of the call to the multi-purpose station, the incoming call is answered and extended to the multi-purpose station by completing the incoming call at the incoming line station connection controller and extending the call to the outgoing line station connection controller via the inter-connection means.

47. A system according to claim 46, wherein the means for originating calls from the system comprises means for generating number-representing signals in a sequence to identify a multi-purpose station.

48. A system according to claim 46, wherein the outgoing line station connection controllers are connected to the public switched network, whereby the multi-purpose stations can be located in homes.

49. A system according to claim 46, wherein the means for originating calls from the system includes means for automatically redialing, whereby an interrupted call to a multi-purpose station can be re-established.

50. A system according to claim 46, wherein the means for originating calls from the system includes means operating automatically in an operation to replace an inactivated multi-purpose station, whereby an auxiliary attendant can be substituted to provide service.

51. A computer-controlled system connectable between a set of incoming lines and a set of outgoing lines for using the outgoing lines to establish a network of multi-purpose stations for use by service attendants in servicing incoming calls directed to the system from originating stations via the incoming lines, the system comprising:

controllable call extending means for connection between the incoming lines and the outgoing lines;

computer processing means for controlling the controllable call extending means;

the computer processing means including means providing digitally coded commands to control the call extending means and the call extending means including means providing status data to the computer processing means so the call extending means provides for extending incoming calls for answer and service by the service attendants;

the call extending means comprising in-band signal detection means operative while a service attendant is servicing such a call for detecting the presence and source direction of an in-band signal; and

the in-band signal detection means communicating with the means for providing status data to enable the computer processing means to initiate performance of control functions in response to the in-band signal.

52. A system according to claim 51, wherein the computer processing means responds to predetermined status data to control the call extending means to disconnect an incoming call as a result of an in-band signal received via an outgoing line without disconnecting a call connection path to the multi-purpose station via the outgoing line.

53. A system according to claim 51, and further comprising means controlled by the in-band signal detection means for providing security against use of a multi-purpose station by an unauthorized person.

54. A system according to claim 53, and further comprising means for playing a pre-recorded message to prompt an authorized person to initiate generation of a predetermined in-band signal.

55. A system according to claim 51, wherein the incoming lines are connected to the public switched network.

56. A system according to claim 55, wherein each incoming line is a ground start line.

57. A system according to claim 55, wherein each incoming line has a toll-free telephone number.

58. A system according to claim 57, wherein each incoming line is a ground start line.

59. A system according to claim 51, wherein the outgoing lines are connected to the public switched network, whereby the multi-purpose stations can be located in homes.

60. An interactively-supervised, computer-controlled system for allocating tasks in a network for servicing incoming calls, the system comprising:

computer processing means;

call extending means;

the computer processing means including means providing digitally coded commands to the call extending means and the call extending means including means providing status data to the computer processing means so the call extending means provides for extending incoming calls for answer and service by a group of service attendants in accord with an allocation of tasks determined by the digitally coded commands;

display means and manual input means for use by a supervisor in interactively controlling the computer processing means;

the computer processing means being continually responsive to status data provided by the call extending means to generate on the display means a human-readable, continually-updated status report by which the supervisor may be prompted to use the manual input means to enter supervisory commands; and

the computer processing means being responsive to such manually entered supervisory commands to provide digitally-coded commands to cause a re-allocation of tasks.

61. A system according to claim 60, wherein the computer processing means is responsive to a supervisory command to transfer an incoming call in progress, such that the task of servicing the incoming call is reallocated.

62. A system according to claim 60, wherein the computer processing means is responsive to a supervisory command to discontinue extending calls to a designated service attendant, such that the tasks of answering and servicing incoming calls that would otherwise have been allocated to the designated agent are reallocated.

63. A system according to claim 60, wherein the computer processing means includes means responsive to status data for accumulating a statistical data base.

64. A system according to claim 63, wherein the computer processing means is responsive to a supervisory command to display a selected report of data in the statistical data base.

65. A system according to claim 60, and further comprising means for use by the supervisor in selectively participating in a call.

66. A system according to claim 60, and further comprising means for use by the supervisor in selecting a call to monitor.

67. A system according to claim 60, and further comprising means for enabling a service attendant to initiate an operation that automatically communicates a prompt to the display means.

68. A system according to claim 60, and further comprising means for enabling a service attendant to initiate an operation that automatically communicates an audible prompt.

69. A system according to claim 60, wherein the call extending means includes means for causing a plurality of incoming calls to be extended to the same service attendant during an interval throughout which the service attendant is continuously on line to the system.

70. A system according to claim 60, wherein the call extending means is connected to incoming lines connected to the public switched network.

71. A system according to claim 70, wherein each incoming line is a ground start line.

72. A system according to claim 70, wherein each incoming line has a toll-free number.

73. A system according to claim 72, wherein each incoming line is a ground start line.

74. A system according to claim 60, wherein the call extending means is connected to outgoing lines.

75. A system according to claim 74, wherein the outgoing lines are connected to the public switched network, whereby a service attendant can service calls at home.

76. A system according to claim 60, and further comprising means for originating calls from the system to the service attendant.

77. A system according to claim 76, wherein the means for originating calls from the system comprises means for generating number-representing signals in a sequence to identify a multi-purpose station.

78. A system according to claim 77, wherein the call extending means is connected to outgoing lines connected to the public switched network, whereby the multi-purpose stations can be located in homes.

79. A system according to claim 77, wherein the means for originating calls from the system includes means for automatically redialing, whereby an interrupted call to a multi-purpose station can be re-established.

80. A system according to claim 77, wherein the means for originating calls from the system includes means operating automatically in an operation to replace an inactivated multi-purpose station, whereby an auxiliary attendant can be substituted to provide service.

81. A modular line card for use in a telecommunications control system for networking a plurality of multi-purpose stations for use as attendant stations in an attendant service complex to service calls directed to the system from originating stations, the system being connected to a plurality of lines for incoming calls and to a plurality of lines for outgoing calls and having a system bus, the modular line card comprising:

means for connecting to the bus;

a first station connection controller for connection to one of the incoming lines for cooperating with a respective one of a plurality of multi-purpose stations in defining opposite ends of a call connection path;

a second station connection controller for connection to one of the outgoing lines for cooperating with a respective one of a plurality of originating stations in defining opposite ends of a call connection path;

controllable inter-connection means arranged between the first and second station connection controllers; and

means for controlling the inter-connection means such that incoming calls from originating stations are extended to multi-purpose stations that have been networked for use as attendant stations, and wherein the means for controlling the inter-connection means includes means for causing a plurality of incoming calls to be extended to the same multi-purpose station during an interval throughout which the multi-purpose station remains networked as an attendant station.