Shared access to voice and information

• US 4,943,996 A
• Filed: 01/06/1989
• Issued: 07/24/1990
• Est. Priority Date: 01/06/1989
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Baker, William T. Jr., Buffum, Charles M., Jolissaint, Charles H., Kerlin, Gregg W.
• Primary Examiner(s): Dwyer, James L.
• Application Number:
  US07/294,454
• Time in Patent Office: 564 Days
• Field of Search: 379/93, 379/96, 379/94, 379/202, 379/203, 379/204, 379/205, 379/207, 379/212, 379/269, 379/265, 379/266, 379/263, 370/110.1, 370/58, 370/119
• US Class Current: 379/93.23
• CPC Class Codes: H04M 2203/5018 Initiating a conference during a two-party conversation, i.e. three-party-service or three-way-call computer conference organisation arrangements H04L12/1818
• 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 3/567 Multimedia conference systems
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13175 Graphical user interface [GUI], WWW interface, visual indication
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/1324 Conference call

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. Alternatively, it is necessary to allow multiple parties to access information together to respond to a client'"'"'s needs. This invention describes a method of sharing the call and the data terminal information associated with the call with a plurality of phone extensions and their associated data terminals. This capability facilitates shared access to information. A plurality of Computerized Branch Exchangers (CBX) are joined via a network means to facilitate the transfer of 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 to the participants in the conference call either automatically or under the control of parties to the conversation. The host application sends the data terminal information to the destination data terminal displays in conjunction with the transferred phone calls.

Claims

1. Method for conferencing a phone call and information associated with the phone call to a plurality of participants 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 processing event, said communication containing a source phone extension and a plurality of destination phone extensions;

(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 each of said plurality of destination phone extensions; and

(d) invoking said associated application program to communicate with said associated display terminals to display information associated with the call processing event.

2. Method for conferencing a phone call and information associated with the phone call to a plurality of participants, 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 each of said plurality of destination phone extensions 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. Method for conferencing a phone call and information associated with the phone call to a plurality of participants, as recited in claim 2, wherein said data structures include a trunk to application program data structure.

4. Method for conferencing a phone call and information associated with the phone call to a plurality of participants, as recited in claim 2, wherein said data structures include a direct network indirect service to application program data structure.

5. Method for conferencing a phone call and information associated with the phone call to a plurality of participants as recited in claim 2, including 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. Method for conferencing a phone call and information associated with the phone call to a plurality of participants as recited in claim 1, including the step of updating the data structures with information associated with each participant.

7. Method for conferencing a phone call and information associated with the phone call to a plurality of participants as recited in claim 1, including the step of executing an application program to initialize the data structures in the host processor.

8. Method for conferencing a phone call and information associated with the phone call to a plurality of participants as recited in claim 1, including the step of dynamically varying the data structures.

9. Method for conferencing a phone call and information associated with the phone call to a plurality of participants, as recited in claim 1, includes the step of displaying information on each of said plurality of display terminals before the participant phone calls are completed.

10. Method for conferencing a phone call and information associated with the phone call to a plurality of participants, 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. Method for conferencing a phone call and information associated with the phone call to a plurality of participants, as recited in claim 1, wherein said step of sending the host processor a communication in response to a call processing event, said communication containing a plurality of source phone extensions and a plurality of destination phone extensions, includes the step of formatting said communication in accordance with a logical unit six dot two (LU 6.2) transaction.

12. Method for conferencing a phone call and information associated with the phone call to a plurality of participants, as recited in claim 1, wherein said phone call originates internally from the digital switch.

13. Method for conferencing a phone call and information associated with the phone call to a plurality of participants, as recited in claim 1, wherein said phone call and information are transmitted through the digital switch.

14. Apparatus for conferencing a phone call and information associated with the phone call to a plurality of participants in a system having a plurality of phones managed by a plurality of digital switches communicating via network means, 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 conference call request, said communication containing a source phone extension and a plurality of destination phone extensions;

(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 each of said plurality of destination phone extensions; and

(d) means for invoking said associated application program to communicate with said associated display terminals to display information associated with the conference call request.

15. Apparatus for conferencing a phone call and information associated with the phone call to a plurality of participants, 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. Apparatus for conferencing a phone call and information associated with the phone call to a plurality of participants, as recited in claim 14 further comprising means for mapping a trunk to an application.

17. Apparatus for conferencing a phone call and information associated with the phone call to a plurality of participants, as recited in claim 14 further comprising means for mapping a direct network indirect service to an application program.

18. Apparatus for conferencing a phone call and information associated with the phone call to a plurality of participants, 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. Apparatus for conferencing a phone call and information associated with the phone call to a plurality of participants, as recited in claim 14 further comprising means for updating the data structures with information associated with said transfer.

20. Apparatus for conferencing a phone call and information associated with the phone call to a plurality of participants, as recited in claim 14 further comprising means for executing an application program to initialize the data structures in the host processor.

21. Apparatus for conferencing a phone call and information associated with the phone call to a plurality of participants, as recited in claim 14 further comprising means for dynamically varying the data structures.

22. Apparatus for conferencing a phone call and information associated with the phone call to a plurality of participants, as recited in claim 14 further comprising means for displaying information on said plurality of display terminals before the conference call request is completed.

23. Apparatus for conferencing a phone call and information associated with the phone call to a plurality of participants, 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. Apparatus for conferencing a phone call and information associated with the phone call to a plurality of participants, 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. Apparatus for conferencing a phone call and information associated with the phone call to a plurality of participants, as recited in claim 14 further comprising means for coordinating a conference call.

26. Apparatus for conferencing a phone call and information associated with the phone call to a plurality of participants, as recited in claim 14 further comprising means for conferencing the phone call and the information through the digital switch.

27. Method for conferencing a phone call and information associated with the phone call to a plurality of participants 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, each 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) selecting a phone extension to share;

(b) sending the phone extension to share and the originating phone extension to the host processor;

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

(d) processing said communication and determining an associated application program and an associated display terminal to link with the phone extension to share; and

(d) invoking said associated application program to communicate with said associated display terminal of said originating phone extension to display information associated with said phone extension to share.

28. Method for conferencing a phone call, as recited in claim 27 wherein said sharing of the conference information is non-obtrusive to the conference call.

29. Method for conferencing a phone call and information associated with the phone call to a plurality of participants 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, each 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) selecting a phone extension to add to the conference;

(b) sending the phone extension to add and the originating phone extension to the host processor;

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

(d) processing said communication and determining an associated application program and an associated display terminal to link with the phone extension to add to the conference; and

(d) invoking said associated application program to communicate with said associated display terminal of said phone extension to add to the conference and displaying information associated with the conference at said associated display terminal.