Arrangement for obtaining information about abandoned calls

• US 4,924,491 A
• Filed: 11/18/1988
• Issued: 05/08/1990
• Est. Priority Date: 11/18/1988
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: American Telephone & Telegraph Company (AT&T, Inc.)
• Inventors: Walsh, Brian W., Compton, Merle F., Vanacore, Vincent D.
• Primary Examiner(s): Ng, Jin F.
• Assistant Examiner(s): Chan, Wing F.
• Application Number:
  US07/273,285
• Time in Patent Office: 536 Days
• Field of Search: 379/33, 379/37, 379/38, 379/45, 379/49, 379/249, 379/134, 379/127, 379/46, 379/50, 379/201
• US Class Current: 379/37
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• 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 3/523 with call distribution or queueing
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13547 subscriber, e.g. profile, database, database access
• CPC Class Codes: H04Q 3/0016 Arrangements providing connection between exchanges
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

An emergency call service system, such as an E911 system, provides service system personnel with the addresses of abandoned calls to facilitate abandoned call follow-up. When a call comes in to a "911" ANI controller (21), the calling number is recorded. If the call is abandoned prior to being assigned by ACD 23 to an agent position (27-28) for being answered, an abandoned call ALI function (25) is invoked to obtain information pertaining to the calling number from a database (20), similarly to a non-abandoned call. When obtained, the information is displayed on equipment (29) such as a printer, terminal, or PC, to make it available to system personnel for use in following up on the call. The ANI controller serves both "911" emergency calls and emergency call-handling agents as well as other calls and other users, by switching the emergency calls to the agents and switching the other calls to the other users.

Claims

1. Apparatus for providing information about an abandoned call, comprising

means responsive to a call for determining an origin of the call;

means for detecting that the call has been abandoned prior to being one of (a) assigned or (b) answered; and

means connected to the determining means and to the detecting means, for obtaining geographical location address of the determined call origin, in response to the detection of abandonment of the call, to make the information available to a user.

2. The apparatus of claim 1 including

means connected to the obtaining means for providing the obtained information to a user.

3. The apparatus of claim 1 wherein the call is an emergency call, and the determining, detecting, and obtaining means are included in an emergency call controller.

4. Apparatus for providing information about an abandoned call, comprising:

means responsive to an incoming call for obtaining a calling number of the call;

means for monitoring the call to detect if the call has been abandoned prior to being answered;

means connected to the obtaining means and the monitoring means for initiating a request to a source of information about call numbers for a geographical location address of the calling number, in response to detection that the call has been abandoned prior to being answered; and

means responsive to receipt of the requested address from the source of information for displaying the requested address.

6. The apparatus of claim 4 wherein the call is an emergency call, and the obtaining, monitoring, and initiating means are included in an emergency call controller.

5. Apparatus for providing information about an abandoned call, comprising:

means responsive to an incoming call for obtaining a calling number of the call;

means for assigning the call to be answered by one of a plurality of stations for serving the call;

means for monitoring the call to detect if the call has been abandoned prior to being assigned;

means connected to the obtaining means and the monitoring means for initiating a request to a source of information about call numbers for an address of the calling number, in response to detection that the call has been abandoned prior to being assigned; and

means responsive to receipt of the requested address from the source of information for displaying the requested address.

7. An emergency-call service system comprising:

means responsive to an incoming call identified as an emergency call for obtaining a calling number of the call;

means for assigning the call to be answered by one of a plurality of stations for serving the call;

means for monitoring the call to detect if the call has been abandoned prior to being one of (a) assigned and (b) answered;

means for initiating a request to a source of information about call numbers for information about the calling number including a street address of the calling number, in response to the call being abandoned prior to being one of (a) assigned and (b) answered;

means for initiating a request to the source of information about call numbers for the information about the calling number in response to the call being assigned;

means responsive to receipt of information for displaying the received information;

means responsive to receipt of requested information from the source of information for sending received requested information about the calling number of an assigned call to the assigned station for use in serving the call, and for sending received requested information about the calling number of a call abandoned prior to being one of (a) assigned and (b) answered to the displaying means for use in following up on the call.

8. An emergency-call service system comprising:

a call controller for serving a first community of users charged with handling emergency calls and a second community of users, the controller being responsive to receipt of emergency and other calls for switching the received emergency calls to the first plurality of users and switching the other received calls to the second plurality of users;

means cooperating with the controller for obtaining calling numbers of the emergency calls received by the controller;

means cooperating with the obtaining means for initiating retrieval of information about, including the street address of, the calling numbers of the emergency calls and not of the other calls from a source of the information; and

means cooperating with the controller for making a record of the emergency calls, including the calls'"'"' street addresses, received by the controller and abandoned.

9. Method of providing information about an abandoned call, comprising the steps of:

detecting existence of a call;

determining an origin of the call;

detecting that the call has been abandoned prior to being one of (a) assigned or (b) answered;

obtaining a geographical location address of the determined call origin, in response to the detection of abandonment of the call; and

providing the obtained information to a user.

10. Method of providing information about an abandoned call, comprising the steps of:

detecting an incoming call;

obtaining a calling number of the call;

monitoring the call to detect if the call has been abandoned prior to being answered;

initiating a request to a source of information about call numbers for a geographical location address of the calling number, in response to detecting that the call has been abandoned prior to being answered;

receiving the requested address; and

displaying the received address.

11. Method of providing information about an abandoned call, comprising the steps of:

detecting an incoming call;

obtaining a calling number of the call;

assigning the call to be answered by one of a plurality of stations for serving the call;

monitoring the call to detect if the call has been abandoned prior to being assigned;

initiating a request to a source of information about call numbers for an address of the calling number, in response to detecting that the call has been abandoned prior to being assigned;

receiving the request address; and

displaying the received address.

12. A method of serving emergency calls comprising the steps of:

detecting an incoming call identified as an emergency call;

obtaining a calling number of the call;

assigning the call to be answered by one of a plurality of stations for serving the call;

monitoring the call to detect if the call has been abandoned prior to being one of (a) assigned and (b) answered;

initiating a request to a source of information about call numbers for information about the calling number including a street address of the calling number, in response to the call being abandoned prior to being one of (a) assigned and (b) answered;

initiating a request to the source for the information about the calling number in response to the call being assigned;

receiving requested information from the source of information;

sending received requested information about the calling number of an assigned call to the assigned station for use in serving the call; and

sending received requested information about the calling number of a call abandoned prior to being one of (a) assigned and (b) answered to a display apparatus for use in following up on the call.

13. A method of serving calls including emergency calls, comprising the steps of:

receiving both emergency and other calls at a call controller;

switching the received emergency calls by operation of the call controller, to a first community of users charged with handling emergency calls;

switching the received other calls, by operation of the call controller, to a second community of users;

obtaining calling numbers of the received emergency calls;

initiating retrieval of information about, including the street address of, the calling numbers of the emergency calls and not of the other calls from a source of the information; and

making a record of the emergency calls, including the calls'"'"' street address, received by the controller and abandoned.

14. Apparatus for providing information about an abandoned call, for use with an arrangement responsive to a call for identifying the call and for detecting that the call has been abandoned, comprising:

means connected to the arrangement, for obtaining information identifying the physical location of an origin of the identified abandoned call, in response to detection of abandonment of the call, to make the information available to a user.

15. Apparatus for providing information about an abandoned call, comprising:

means responsive to information identifying a call and to a determination that the call has been abandoned, for obtaining information identifying the physical location of the identified abandoned call'"'"'s origin to make the information available to a user.