Automated identification of attendant positions in a telecommunication system

• US 5,309,504 A
• Filed: 11/18/1991
• Issued: 05/03/1994
• Est. Priority Date: 11/18/1991
• Status: Expired due to Term

• Current Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Original Assignee: Syntellect Acquisition Corporation
• Inventors: Morganstein, Sanford J.
• Primary Examiner(s): BROWN, THOMAS
• Application Number:
  US07/793,843
• Time in Patent Office: 897 Days
• Field of Search: 379/218, 379/214, 379/213, 379/266, 379/265, 379/223, 379/88, 379/67, 379/142, 379/89, 379/245, 379/246, 379/247, 379/84
• US Class Current: 379/67.1
• CPC Class Codes: H04M 2201/40 using speech recognition
• 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 3/42102 Making use of the called party identifier
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13174 Data transmission, file transfer
• CPC Class Codes: H04Q 2213/13175 Graphical user interface [GUI], WWW interface, visual indication
• CPC Class Codes: H04Q 3/54533 Configuration data, translation, passwords, databases
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

In a communication complex having attendant positions and data terminals, the audio equipment of each position can be associated with the data terminals without direct connections between the switching system which drives the audio equipment and the host computer which drives the terminals. A programmed controlled call processor communicates between the switching system and the host computer and maintains a correlation between the audio equipment and the data terminals. In response to incoming calls, the call processor solicits from an attendant identification information and then accesses a look-up table with such information to find a data terminal associated therewith. Data terminal identification information is coupled to the host computer so that data can be transmitted and displayed on the terminal associated with the attendant responding to the incoming call.

Claims

1. A communication complex, comprising in combination:

a telecommunication switching system for switching incoming communication lines to a plurality of attendant positions;

a plurality of data terminals each associated with an attendant position for displaying data;

a data processing system for storing and retrieving data, said data processing system being adapted for selectively driving said data terminals for displaying data thereon;

a call processor for coupling incoming calls to said switching system and being connected to said data processing system, said call processor being adapted for correlating attendant positions with said data terminals; and

said call processor being programmed to establish communications with an attendant position via said switching system and receive attendant identification information therefrom and correlate said identification information with one said data terminal, and to transmit terminal identification information to said data processing system so that data can be retrieved and transmitted to a selected data terminal associated with said attendant.

2. The communication complex of claim 1, wherein said call processor is programmed to transmit a verbal prompt to a calling party requesting identification information, and for communicating calling party identification information to the data processing system for retrieving data associated with the calling party.

3. The communication complex of claim 2, further including transmitting a verbal prompt to an attendant to input identification information, and wherein the identification information comprises attendant identification information.

4. The communication complex of claim 1, wherein said data processing system transits data associated with a calling party to the selected data terminal, and said call processor causes a connection to be established between the calling party and an attendant position via the switching system.

5. The communication complex of claim 1, wherein said call processor includes voice recognition apparatus, and wherein said calling party is caused to be connected to an attendant position via said switching system, and when said attendant speaks, voice recognition equipment in said call processor effects an identity of the attendant to define said attendant identification information.

6. The communication complex of claim 1, wherein said call processor includes a correlation table for correlating attendant identification information with data terminal identification information.

7. The communication complex of claim 6, further including means operable by the attendants associated with said positions for programming said correlation table.

8. The communication complex of claim 6, wherein said table further includes a telephone extension number associated with each attendant position.

9. The communication complex of claim 6, further including means for programming by the attendants identification information in said correlation table.

10. The communication complex of claim 9, further including means for transmitting by the call processor a verbal prompt to an attendant to input one or the other of attendant identification information or terminal identification information.

11. The communication complex of claim 6, further including means for accessing the call processor by the attendant to program the correlation table.

12. The communication complex of claim 11, further including means for programming by the attendant the correlation table each time the attendant changes attendant positions.

13. A communication complex for distributing incoming calls to a plurality of attendant positions, each associated with a data terminal, comprising:

a switching system having incoming lines switchable to audio equipment associated with each attendant position;

a host computer having a data base adapted for storing records that can be associated with incoming calls, said host computer connected for communicating with each of a plurality of the data terminals for causing a selected record to be displayed thereon;

a call processor for receiving the incoming calls and causing the switching system to distribute the incoming calls to the attendant positions, said call processor receiving respective identification information from the attendant positions, and said call processor correlating the identification information with respective data terminal identities, and transmitting a correlated data terminal identity to said host computer so that said host computer can transmit the selected record to a data terminal associated with the data terminal identity; and

a correlation table stored in said call processor for correlating the identification information to respective data terminals.

14. The communication complex of claim 13, wherein said call processor is responsive to a request from an attendant position to preprogram the correlation table with new correlations between identification information and data terminals.

15. The communication complex of claim 13, wherein said call processor receives incoming call identification information and transmits incoming call identification information to the host computer.

16. The communication complex of claim 13, further including voice grade communication lines for connecting the call processor to the switching system, and a data link for connecting the call processor to the host computer.

17. A communication complex for distributing incoming calls to a plurality of attended data terminal positions, comprising:

a telephone call distribution system for receiving incoming calls and distributing the calls to respective attended audio equipment;

a data storage system for storing records associated with calling parties and causing the display of records on selected data terminal positions; and

said call distribution system including a look-up table for correlating each audio equipment with a different data terminal position, and said call distribution system is responsive to receipt of audio equipment identification information for accessing said look-up table for defining data terminal position identification information for transferral thereof to the data storage system.

18. The communication complex of claim 17, wherein said look-up table has entries programmable by attendants associated with said data terminal positions.

19. The communicate complex of claim 17, wherein said look-up table includes data terminal position identification information and attendant identification information.

20. The communication complex of claim 19, wherein said look-up table further includes telephone extension, information associated with each said attended data terminal position.

21. The communication complex of claim 17, further including a call processor and a switching system defining said call distribution system.

22. The communication complex of claim 21, wherein said call processor controls the connection of incoming calls to said switching system.

23. The communication complex of claim 21, wherein said call processor controls the data storage system for transmitting data to a selected data terminal position.

24. The communication complex of claim 22, wherein said call processor communicates with said switching system with conventional telecommunication signals on conventional telecommunication lines.

25. A method for distributing incoming calls to a plurality of attendant positions having associated therewith data terminals and audio equipment, comprising the steps of:

in response to an incoming call to a switching system, accessing the audio equipment of a selected attendant position for requesting identification information;

receiving by the switching system identification information defining an identity of the selected attendant position;

transmitting by the switching system to a call processor the received identification information;

correlating by the call processor the received identification information with a data terminal associated with the selected attendant position;

transmitted by the call processor data terminal identification information to a host computer so that the host computer can transmit a record of data to the data terminal associated with the terminal identification information; and

connecting the incoming call to the audio equipment of an attendant position providing the identification information.

26. The method of claim 25, further including transmitting a voice prompt to an incoming calling party for soliciting calling party identification information, and correlating received calling party identification information with a record of data to be displayed on the data terminal associated with the terminal identification information.

27. The method of claim 25, further including accessing the call processor by an attendant to provide attendant identification information for correlating audio equipment with a specific data terminal.

28. A method for distributing incoming calls to a plurality of attendant positions having associated therewith data terminals and audio apparatus, comprising the steps of:

in response to an incoming call received by a call processor, requesting service of a switching system to cause the switching system to select an idle attendant position;

receiving by the call processor an audio indication of the identity of the selected attendant position; and

transmitting by the call processor to a data processing system an indication of a data terminal associated with the selected attendant position so that the data processing system can transmit data for display on the data terminal associated with the selected attendant position.

29. The method of claim 28, further including receiving by the call processor data terminal identification information.

30. The method of claim 28, further including using said identity of the selected attendant position for accessing a look-up table to define a data terminal identity associated with the selected attendant position.

31. The method of claim 28, further including automatically outdialing by the selected attendant position identification information uniquely associated with the selected attendant position.