Automated call handling apparatus

• US 5,023,868 A
• Filed: 04/03/1990
• Issued: 06/11/1991
• Est. Priority Date: 12/29/1988
• Status: Expired due to Term

• Current Assignee: American Telephone & Telegraph Company (AT&T, Inc.)
• Original Assignee: AT&T, Inc.
• Inventors: Davidson, Wayne A., Winter, Diana S.
• Primary Examiner(s): Olms, Douglas W.
• Assistant Examiner(s): HSU, ALPUS
• Application Number:
  US07/504,711
• Time in Patent Office: 434 Days
• Field of Search: 370/110.1, 370/60, 370/60.1, 370/58.1, 370/58.2, 370/58.3, 370/62, 379/93, 379/94, 379/96, 379/112, 379/156, 379/157, 379/158, 379/211, 379/212, 379/213, 379/214, 379/215
• US Class Current: 370/270
• CPC Class Codes: H04M 3/42314 in private branch exchanges
• 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 3/546 in private branch exchanges
• CPC Class Codes: H04Q 11/0428 Integrated services digital network, i.e. systems for transmission of different types of digitised signals, e.g. speech, data, telecentral, television signals
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/13282 Call forward, follow-me, call diversion
• CPC Class Codes: Y10S 379/909 Alternatives
• CPC Class Codes: Y10S 379/917 Voice menus

Abstract

A computer connected to an ISDN switch via an ISDN digital subscriber line, has shared cell appearances with a number of telephone stations connected to the switch and on the basis of shared call appearance associated messages from the switch, controls the forwarding of calls directed to the stations with which it has a shared call appearance. The associated messages are interpreted by the computer, which generates station status information. The computer responds to messages associated with predefined ones of the stations to select an alternate destination for the call and to transmit ISDN messages to the switch to cause the call to be forwarded to the selected alternate destination. Calls may be forwarded depending on call type, called number or other criteria. The computer responds to calls forwarded to it in the event that an associated station is busy and connects a holding party to the principal phone when the principal phone is no longer busy. The computer may be connected simultaneously to several ISDN switches via ISDN subscriber lines to receive shared call appearance associated messages from the several switching systems and forward calls for a telephone station connected to one switch, to a telephone station connected to another switch.

In order to handle voice message recording, an ISDN line shares the directory numbers of the analog lines connecting a switch to a message recording system. The ISDN line then receives all messages destined for the lines connected to the message switch. The ISDN line is connected to an interface for converting between ISDN messages and data messages for controlling the message recording system. Avdantageously, this permits an ISDN switch to provide an inexpensive interface to a voice message system.

Claims

1. Automated call handling apparatus for use with a telecommunication switching system transmitting associated messages corresponding to call handling information exchanged between said switching system and a telephone station connected thereto, comprising:

means for connecting said apparatus to said system; and

means responsive to certain of said associated messages indicating an incoming call to said telephone station for selecting an alternate destination for said call and for transmitting to said switching system digital messages for causing said switching system to transfer said call to said selected alternate destination.

2. Automated call handling apparatus in accordance with claim 1, wherein said switching system comprises a plurality of subscriber lines, wherein said station is connected to one of said subscriber lines and wherein said means for selecting is responsive to associated messages transmitted on another of said subscriber lines.

3. Automated call handling apparatus in accordance with claim 2, wherein said another subscriber line is an ISDN subscriber line and said means for selecting is responsive to ISDN shared call appearance associated messages.

4. Automated call handling apparatus in accordance with claim 1, further comprising means for recording information defining different alternate destinations for different types of calls to said station and wherein said means for selecting selects said alternate destination on the basis of said recorded information and call type information defined by said associated messages.

5. Automated call handling apparatus in accordance with claim 1, further comprising means for recording information defining the identity of certain calls to said station to be forwarded and wherein said means for selecting is responsive to said recorded information and data defined by said associated messages identifying one of said certain calls to select said alternate destination.

6. Automated call handling apparatus in accordance with claim 1, further comprising:

means for recording a first and a second alternate destination for calls directed to said telephone station; and

means for recording the identity of calls forwarded to a first alternate destination; and

wherein said means for selecting is responsive to said certain of said associated messages for selecting said second alternate destination when said certain associated messages define data identified in said means for recording as relating to a call having been previously forwarded to said first alternate destination.

7. Automated call handling apparatus in accordance with claim 1, further comprising;

memory means for recording information defining call activity status of said alternate destination; and

wherein said means for selecting is responsive to certain of said associated messages for recording said status information in said memory means and responsive to other of said associated messages and to said recorded information to transmit said digital messages for causing said switching system to connect said call to said selected alternate destination only when the recorded information indicates that the alternate station is idle.

8. Automated call handling apparatus for use with a telecommunication switching system, said system transmitting associated messages corresponding to call handling information exchanged between said switching system and a telecommunication station connected to said system, comprising:

computing means;

data recording means for recording data; and

means for connecting said computing means to said system;

said computing means responsive to said associated messages for recording in said recording means data defining call activity for said station and data defining unanswered calls to said station.

9. Automated call handling apparatus in accordance with claim 8, wherein said system comprises subscriber lines for connection to said system and said station is connected to one of said subscriber lines, and wherein said computing means is responsive to associated messages transmitted on another of said subscriber lines.

10. Automated call handling apparatus in accordance with claim 9, wherein said other subscriber line is an ISDN line and said computer means is responsive to ISDN shared call appearance associated messages.

11. Call forwarding apparatus for use with a plurality of telecommunication switching systems, each of said systems transmitting associated messages corresponding to call handling information exchanged between said switching systems and telecommunication stations connected to said systems, said apparatus comprising:

computer means; and

means for connecting said computer means to each of said systems;

said computer means responsive to associated messages from one of said systems indicating an incoming call to a station connected to said one system for selecting for said call an alternate destination station connected to another of said systems, and for transmitting to said one system call handling information for causing said one system to connect said call to said alternate destination station connected to said other system.

12. Call forwarding apparatus in accordance with claim 11, wherein said telecommunication systems are ISDN systems and said computer means is responsive to ISDN shared call appearance associated messages.

13. Call forwarding apparatus in accordance with claim 11 further comprising means for recording information defining different alternate destinations for different types of calls to said station connected to said one system, and wherein said computer means selects said alternate destination station on the basis of said recorded information and call type information defined by said associated messages from said one system.

14. Call forwarding apparatus in accordance with claim 11 further comprising means for recording information defining the identity of certain calls to said station connected to said one system, and wherein said computer means is responsive to said recorded data and data defined by said associated messages identifying one of said certain calls to select said alternate destination station.

15. Call forwarding apparatus in accordance with claim 11, further comprising:

means for recording information defining call activity status for said alternate destination station; and

wherein said computer means is responsive to certain of said associated messages for recording said status information in said memory means and responsive to other of said associated messages and said recorded information for transmitting said call handling information for causing said one system to connect said call to said alternate destination station only when said recorded information indicates that said alternate station is idle.

16. Automated call handling apparatus for use with a telecommunication switching system, transmitting associated messages corresponding to call handling information exchanged between said switching system and a telecommunication station connected to said system, said system responsive to an incoming call to forward said call to a predetermined subscriber number when said station is busy, said apparatus comprising:

computer means; and

means for connecting said computer means to said system;

said computer means responsive to a call forwarded to said predetermined number and to said associated messages to transmit to said switching system call handling information for causing said system to connect said call to said station when said station is no longer busy.

17. Automated call handling apparatus in accordance with claim 16 and further comprising recorded announcement means, and wherein said computer is responsive to said forwarded call to connect said call to said announcement means prior to transmitting said call handling information and is responsive to information received in response to connecting said call to said announcement means for transmitting a call waiting indication to said station.

18. A method of forwarding telephone calls in a computer connected to a switching system, comprising the steps of:

receiving at said computer associated messages corresponding to call handling messages exchanged between said system and a predetermined station connected to said system;

in response to said associated messages, recognizing a message specifying an incoming call to said station;

selecting an alternate destination for said call; and

transmitting to said system digital messages for causing said system to forward said call to said selected alternate destination.

19. The method in accordance with claim 18, wherein the step of transmitting includes the step of transmitting a message for causing said system to set up a call between said computer and said selected alternate destination and the step of sending a message for causing said system to interconnect said incoming call and said call set up between said computer and said selected alternate destination.

20. A method of screening in a computer an incoming call for a predetermined station forwarded to said computer from a switching system connected to said computer and transmitting to said computer associated messages indicative of call handling information exchanged between said predetermined station and said switching system, comprising the steps of:

responsive to receipt of said incoming call answering said call by the computer;

following said answering by said computer, connecting said call to recorded announcement equipment connected to said computer;

in response to signaling received in association with said call, transmitting to said station a message indicating that a call is waiting; and

in response to an associated message from said switching system, transmitting to said system call handling messages for causing said system to connect said incoming call to said station.

21. A control interface for interfacing a telecommunication switching system with a message recording system, said telecommunication switching system providing information, including call destination information, on a shared directory number telephone line, in accordance with a standard telephone line protocol, for calls extended to said message recording system, said interface comprising:

means for connecting to said telephone line;

means for communicating with said message recording system in a message system protocol; and

control means responsive to said information received on said line in said standard telephone protocol, for extracting from said received information call destination information pertaining to a call extended to said message system and for transmitting said extracted call destination information to said message recording system via said means for communicating, using said message recording system protocol.

22. The interface in accordance with claim 21, wherein said telephone line is a standard ISDN line and means for connecting is a standard ISDN telephone set, incorporating ISDN line interface circuitry.

23. The interface in accordance with claim 22, wherein said ISDN telephone set comprises circuit means for converting from the ISDN protocol to an RS232 data protocol and circuit means for converting from said RS232 protocol to said message system protocol.

24. The interface in accordance with claim 21, wherein said call destination information comprises call appearance data, wherein said interface means further comprises memory means for storing directory number data in association with said call appearance data and said control means is responsive to said received information to obtain from said memory a directory number stored in association with call appearance data defined by said received information and to transmit said obtained directory number to said message recording system.

25. The interface in accordance with claim 24, wherein said telephone line protocol is the ISDN protocol and said message system protocol comprises the SMSI protocol.

26. The interface in accordance with claim 24, wherein said message system protocol requires a predetermined message format comprising a plurality of additional message elements and said control means is further responsive to said received information to generate said additional message elements and to transmit said additional message elements with said call appearance data to said message recording system.

27. The interface in accordance with claim 21, wherein said control means is responsive to information pertaining to calls forwarded to said message recording system for recording to transmit to said message recording system a message of a first type and responsive to information pertaining to calls directed to said recording system for message retrieval to transmit a message of a second type.

28. The interface in accordance with claim 21, wherein said control means is responsive to messages from said message recording system in said message recording system format to transmit messages to said telecommunication switching system in said telephone format.

29. The interface in accordance with claim 27, wherein said control means is responsive to a message waiting indicator activation message from said message recording system to transmit an ISDN message waiting indicator activation message on said telephone line and responsive to a message waiting indicator deactivation message from said message recording system to transmit an ISDN message waiting indicator deactivation message on said telephone line.

30. Apparatus for providing voice message service, comprising:

a switching system for serving integrated voice and data lines and analog lines;

a voice message system;

a plurality of analog lines, each having its own directory number, for connecting said switching system to said voice message system; and

an integrated voice and data line, sharing the directory numbers of the plurality of analog lines, for receiving display control data for each of said plurality of analog lines from said switching system for transmission to said voice message system, whereby said voice message system receives control data for calls on said analog lines from said integrated line.

31. The apparatus of claim 30 further comprising interface means, for interfacing between a data interface of said voice message system and said integrated line, for communicating data between said switching system and said voice message system.

32. In a switching system for serving analog lines and integrated voice/data lines and comprising a switching network and voice message system, a method of providing voice message service, comprising the steps of:

assigning a separate number to each of a plurality of analog lines connected between said switching network and said voice message system;

assigning all of said separate directory numbers to an integrated voice/data line connected between said switching network and said voice message system;

establishing a connection over one of said analog lines to said voice message system; and

in parallel with said establishing, and as a result of having a number assigned to said one analog line also assigned to said voice/data line, sending a data message over said voice/data line to said voice message system for providing data to control said voice message system.

33. The method of claim 32 wherein said sending comprises:

sending a data message in a telephone protocol to an interface system;

in said interface system, converting said data message to a message system protocol; and

sending said converted message from said interface system to said voice message system.

34. The method of claim 33 wherein said converting comprises:

receiving said data message in an ISDN telephone set;

performing a protocol conversion in said telephone set to an RS232 protocol; and

performing a protocol conversion from said RS232 protocol to said message system protocol.