Automated attendant call processor

• US 5,303,298 A
• Filed: 09/14/1992
• Issued: 04/12/1994
• Est. Priority Date: 03/26/1984
• Status: Expired due to Term

• Current Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Original Assignee: Syntellect Acquisition Corporation
• Inventors: Morganstein, Sanford J., Tuck, Edward F., Mehta, Bakulesh A., Krakau, Herbert B.
• Primary Examiner(s): NOT, DEFINED
• Application Number:
  US07/945,122
• Time in Patent Office: 575 Days
• Field of Search: 379/77, 379/84, 379/67, 379/88, 379/210, 379/212, 379/213, 379/233
• US Class Current: 379/88.23
• CPC Class Codes: H04M 3/42314 in private branch exchanges
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04Q 3/625 Arrangements in the private branch exchange

Abstract

Disclosed is an intercept system for integrating the personalized services of switchboard attendants associated with on-premise PBX switching systems, with the capabilities of the intercept system for allowing calling parties the opportunity to complete their own calls to the on-premise switching systems when the telephone extension numbers of the called parties are known to the calling parties. Depending on the mode of system operation selected, the intercept system either presents all incoming calls directly to the switchboard attendants, or intercepts all incoming calls and presents the caller the opportunity to complete the call, or a combination in which incoming calls are first offered to the switchboard attendants for assistance and then after a time wherein attendant assistance is not gained, the call is intercepted and the caller is given an opportunity to complete the call. When a call is intercepted a bidirectional communication path is established between the caller and the intercept system wherein a digital announcement circuit transmits an instructional message to the caller soliciting the dialing of the desired on-premise switching system telephone extension number, and a DTMF receiver collects the dialed extension number digits. The digits are then outpulsed to the on-premises switching system and the call to the desired party is completed without the intervention of a switchboard attendant.

Claims

1. A method for providing access to telephone subscriber sets connected to a telephone switching system of the type which typically provides access to such subscriber sets by a call completion assistant, comprising the steps of:

providing a call processor for responding to incoming directory number calls directed to the switching system and for communicating with a calling party initiating an incoming call for facilitating the completion of a call;

providing a local dedicated connection between the call processor and the switching system;

receiving a request for service by said call processor from the calling party directed to the switching system;

transmitting to the calling party by said call processor a voiced message content including (a) a request to input destination determining information and, (b) an association of pseudo telephone numbers with respective secondary destinations;

receiving from the calling party by said call processor a pseudo telephone number or the destination determining information;

translating the received pseudo telephone number into a telephone extension number if received from the calling party, and transmitting the translated extension number to the switching system; and

causing a communication path to be established between the calling party and (a) a destination selected by the calling party if the pseudo telephone number is received, or (b) a destination identified by the destination determining information if the destination determining information is received.

2. The method of claim 1, further including the steps of:

waiting a predetermined period of time by said call processor after transmitting said voiced message to the calling party;

detecting whether a pseudo telephone number or destination determining information has been received during said predetermined period; and

causing a connection to be established to the call completion assistant if no pseudo telephone number or no destination determining information has been received from the calling party during said predetermined period of time.

5. The method of claim 1, further including translating a single digit pseudo telephone number into a multidigit extension number.

3. A call processing complex for producing enhanced telephone communications, comprising:

a telephone switching system of the type adapted for receiving routine incoming telephone calls on trunks, and serving a plurality of telephone sets via a corresponding plurality of subscriber lines;

a call processor connected to said telephone switching system, said call processor and said switching system defining said complex;

said complex being interconnected and cooperating to receive routine incoming telephone calls directed to the switching system such that said call processor interacts with calling parties initiating incoming telephone calls to effect completion of calls without assistance of operators or call completion assistants, and said complex preventing a dial tone from being transferred from the complex in response to the routine incoming calls;

said call processor being program controlled and operating substantially autonomously with respect to said switching system in processing calls incoming thereto until communicating to said switching system using one or more subscriber lines and using a telephone signal generator and an off-hook signaler connectable to said subscriber lines for producing standard telephone set signaling thereon, said call processor receiving said incoming calls and dispatching a voiced instructional message to calling parties to input destination information, said destination information, if input by the calling parties, being transmitted by said call processor to the switching system via said subscriber lines, whereby said switching system receives said destination information and both said switching system and said call processor cooperating to provide a connection between the calling parties and respective destinations.

4. The call processing complex of claim 3, further including means for providing a communication medium between said telephone switching system and said call processor such that said call processor appears as a telephone set to said telephone switching system.

6. A call processing complex for producing enhanced telephone communications, comprising:

a telephone switching system of the type adapted for processing routine incoming telephone calls, and serving a plurality of telephone sets via a corresponding plurality of subscriber lines, each said telephone set having assigned thereto a unique extension number; and

a program-controlled call processor operating substantially autonomously with respect to said switching system in processing calls incoming thereto until communicating to the switching system using one or more subscriber lines and using standard telephone set signaling thereon, said call processor receiving said incoming calls that are defined at least by respective extension numbers, and dispatching an instructional message to calling parties to input extension number information, said processor including a programmable table adapted for correlating the extension number information to correlated extension numbers, said extension number information, if input by calling parties, being correlated and the correlated extension numbers are transmitted by said call processor to the switching system via said subscriber lines connected therebetween, whereby said switching system receives said correlated extension numbers and both said switching system and said call processor cooperate to provide a connection between the calling parties and respective destinations associated with the correlated extension numbers.

7. The call processing complex of claim 6, wherein said programmable table is structured for translating single digit information dialed by a calling party into a corresponding four-digit extension number.

8. A call processing complex for producing enhanced telephone communications, comprising:

a telephone switching system of the type adapted for processing routine plural incoming telephone calls, and serving a plurality of telephone sets via a corresponding plurality of subscriber lines; and

a program-controlled call processor operating substantially autonomously with respect to said switching system in processing calls incoming thereto until communicating to the switching system using one or more subscriber lines and using standard telephone set signaling thereon, said call processor processing incoming calls by dispatching a voiced instructional message to calling parties to input destination information, said destination information, if input by a calling party, being transmitted by said call processor to the switching system via one said subscriber line to connect the calling party to a first called party, said processor further being programmed to monitor said one subscriber line for signals indicating when said one subscriber line becomes idle, a memory utilized by said call processor for associating an incoming call with one said subscriber line so that when an idle status of said one subscriber line is detected, said call processor can cause the calling party to be connected to a second called party via further signaling on said one subscriber line, and said switching system receives additional destination information and both said switching system and said call processor cooperate to provide a connection between the calling party and the second called party.

9. The call processing complex of claim 8, further including an interface input utilized by a calling party, and wherein said call processor writes said memory with data for associating said interface input with one said subscriber line, and said memory data is read in response to a detection of an idle status of the subscriber line.

10. The call processing complex of claim 8, further including stored in said memory, data representing the status of each subscriber line connected between the call processor and the switching system.