Private branch exchange adapted for telemarketing

• US 5,315,647 A
• Filed: 07/31/1991
• Issued: 05/24/1994
• Est. Priority Date: 07/31/1991
• Status: Expired due to Fees

• Current Assignee: Initia, Inc. (York Telecom Corporation)
• Original Assignee: Teleos Communications, Inc. (Celestica Incorporated)
• Inventors: Araujo, Kenneth S.
• Primary Examiner(s): Dwyer, James L.
• Assistant Examiner(s): MATAR, AHMAD
• Application Number:
  US07/738,342
• Time in Patent Office: 1,028 Days
• Field of Search: 379/265, 379/266, 379/94, 379/96, 379/233, 379/234, 370/110.1
• US Class Current: 379/242
• 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 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04Q 3/625 Arrangements in the private branch exchange

Abstract

A private branch exchange (PBX) is provided particularly adapted for telemarketing. The PBX contains a virtual terminal interface for effecting outbound telemarketing calls which eliminates the need for a special telephone terminal, interfaced to a host computer, for initiating these calls. A successful call from the virtual terminal interface is immediately connected to an idle agent by the PBX'"'"'s call handler. The PBX also is provided with a registration terminal interface which eliminates the necessity for the agent to interact with his or her telephone terminal. The registration terminal interface acts as a surrogate signaling part for the physical terminal interface to which the agent'"'"'s telephone terminal is connected and is controlled by the agent'"'"'s associated computer terminal. Upon registration of the telephone terminal with the PBX'"'"'s call handler, all activity in connection with that telephone terminal is controlled by the agent'"'"'s associated computer terminal.

Claims

1. A private branch exchange for establishing a telephone call between a first telephone terminal and a second telephone terminal, comprising:

(a) a call handler;

(b) receiving means, associated with said call handler, for receiving signals from a host computer identifying said first and second telephone terminals;

(c) first call setup means, associated with said call handler, for transmitting from said call handler a first call setup signal to a virtual terminal interface;

(d) first call answer means, associated with said virtual terminal interface, for transmitting, without initiation by a corresponding signal from a telephone terminal and automatically in response to said first call setup signal, a first call answer signal from said virtual terminal interface to said call handler;

(e) second call setup means, associated with said call handler, for transmitting from said call handler a second call setup signal to a destination interface associated with said second telephone terminal;

(f) second call answer means, associated with said destination interface, for transmitting, upon initiation by a corresponding signal from said second telephone terminal, a second call answer signal from said destination interface to said call handler;

(g) third call setup means, associated with said call handler, for transmitting from said call handler a third call setup signal to a physical terminal interface associated with said first telephone terminal;

(h) third call answer means, associated with said physical terminal interface, for transmitting, upon initiation by a corresponding signal from said first telephone terminal, a third call answer signal from said physical terminal interface to said call handler; and

(i) switching means for establishing, following receipt by said call handler of said third call answer signal, a communication path between said first telephone terminal and said second telephone terminal for said telephone call.

2. A private branch exchange as in claim 1, further comprising call disconnect means, associated with said call handler, for transmitting, upon initiation by a signal from said host computer, a call disconnect signal to said virtual terminal interface.

3. A private branch exchange as in claim 1, wherein said destination interface comprises a network interface.

4. A private branch exchange as in claim 1, further comprising selecting means associated with said host computer for selecting the identity of said first and second telephone terminals.

5. A private branch exchange as in claim 4, wherein said call handler comprises means for transmitting a status signal to said host computer identifying said first telephone terminal as idle, and wherein said selecting means comprises means for selecting the identity of said first telephone terminal in response to said status signal.

6. A private branch exchange as in claim 4, further comprising a computer terminal associated with said first telephone terminal and data base means associated with said host computer for providing data to said computer terminal regarding said call.

7. A private branch exchange as in claim 6, wherein said call handler comprises means for providing a signal to said host computer indicating the existence of said communication path between said first telephone terminal and said second telephone terminal, and said data base means comprises means for providing said data in response to said signal.

8. A private branch exchange as in claim 1, wherein said virtual terminal interface comprises a signaling algorithm executed by a digital computer.

9. A private branch exchange for controlling a telephone terminal through a computer terminal associated with said telephone terminal, comprising:

(a) a call handler;

(b) registering means, associated with said call handler, for registering, in response to a registration signal transmitted from said telephone terminal or said computer terminal, said telephone terminal for said controlling;

(c) directing means, associated with said call handler, for directing to a registration terminal interface, subsequent to said registering, first telephone call signaling messages for a signaling part of a physical terminal interface associated with said telephone terminal;

(d) signaling means, associated with said registration terminal interface, for transmitting second telephone call signaling messages to said call handler, said second telephone call signaling messages replacing telephone call signaling messages received by said call handler from said signaling part in the absence of said registering; and

(e) receiving means, associated with said registration terminal interface, for receiving command signals responsive to computer signals from said computer terminal, said command signals initiating said second telephone call signaling messages.

10. A private branch exchange as in claim 9, wherein said registration terminal interface comprises a signaling algorithm executed by a digital computer.

11. A private branch exchange as in claim 9, further comprising a host computer, in communication with said computer terminal and said call handler, for initiating said command signals in response to said computer signals.

12. A private branch exchange for establishing a telephone call between a first telephone terminal and a second telephone terminal, comprising:

(a) a call handler;

(b) registering means, associated with said call handler, for registering, in response to a registration signal transmitted from said first telephone terminal or a computer terminal associated with said first telephone terminal, said first telephone terminal;

(c) directing means, associated with said call handler, for directing to a registration terminal interface, subsequent to said registering, a call setup signal initiated from said second telephone terminal and intended for a signaling part of a physical terminal interface associated with said first telephone terminal;

(d) call answer means, associated with said registration terminal interface, for transmitting a call answer signal from said registration terminal interface to said call handler; and

(e) switching means for establishing, following receipt by said call handler of said call answer signal, a communication path between said first telephone terminal and said second telephone terminal for said telephone call.

13. A private branch exchange as in claim 12, wherein said call answer means comprises means for initiating said call answer signal without initiation by a corresponding signal from said first telephone terminal and automatically in response to said call setup signal.

14. A private branch exchange as in claim 12, further comprising a computer terminal associated with said first telephone terminal, and wherein said call answer means comprises means for initiating said call answer signal upon initiation by a corresponding signal from said computer terminal in response to said call setup signal.

15. A private branch exchange as in claim 14, further comprising a host computer, in communication with said call handler, and data base means, associated with said host computer, for providing data to said computer terminal regarding said telephone call.

16. A private branch exchange as in claim 15, wherein said call answer means comprises means for initiating said call answer signal upon initiation by a corresponding signal from said host computer in response to said call setup signal.

17. A private branch exchange as in claim 15, wherein said call handler comprises means for identifying said second telephone terminal and for transmitting a corresponding identifying signal to said host computer, and wherein said host computer comprises means for providing said data in response to said identifying signal.

18. A private branch exchange for establishing a telephone call between a first telephone terminal and a second telephone terminal, comprising:

(a) a call handler;

(b) receiving means, associated with said call handler, for receiving signals from a host computer identifying said first and second telephone terminals;

(c) registering means, associated with said call handler, for registering, in response to a registration signal transmitted from said first telephone terminal or a computer terminal associated with said first telephone terminal, said first telephone terminal for control through a registration terminal interface;

(d) first call setup means, associated with said call handler, for transmitting from said call handler a first call setup signal to a virtual terminal interface;

(e) first call answer means, associated with said virtual terminal interface, for transmitting, without initiation by a corresponding signal from a telephone terminal and automatically in response to said first call setup signal, a first call answer signal from said virtual terminal interface to said call handler;

(f) second call setup means, associated with said call handler, for transmitting from said call handler a second call setup signal to a destination interface associated with said second telephone terminal;

(g) second call answer means, associated with said destination interface, for transmitting, upon initiation by a corresponding signal from said second telephone terminal, a second call answer signal from said destination interface to said call handler;

(h) third call setup means, associated with said call handler, for transmitting from said call handler a third call setup signal to said registration terminal interface;

(i) third call answer means, associated with said registration terminal interface, for transmitting a third call answer signal from said registration terminal interface to said call handler; and

(j) switching means for establishing, following receipt by said call handler of said third call answer signal, a communication path between said first telephone terminal and said second telephone terminal for said telephone call.

19. A private branch exchange as in claim 18, wherein said virtual terminal interface and said registration terminal interface comprise signaling algorithms executed by a digital computer.

20. A private branch exchange as in claim 18, wherein said destination interface comprises a network interface.

21. A private branch exchange as in claim 18, further comprising selecting means associated with said host computer for selecting the identity of said first and second telephone terminals.

22. A private branch exchange as in claim 21, wherein said call handler comprises means for transmitting a status signal to said host computer identifying said first telephone terminal as idle, and wherein said selecting means comprises means for selecting the identity of said first telephone terminal in response to said status signal.

23. A private branch exchange as in claim 18, further comprising a computer terminal, associated with said first telephone terminal, and data base means, associated with said host computer, for providing data to said computer terminal regarding said telephone call.

24. A private branch exchange as in claim 23, wherein said call handler comprises means for providing a status signal to said host computer indicating the existence of said communication path between said first telephone terminal and said second telephone terminal, and said data base means comprises means for providing said data in response to said status signal.

25. A private branch exchange as in claim 18, wherein said third call answer means comprises means for initiating said third call answer signal without initiation by a corresponding signal from said first telephone terminal and automatically in response to said third call setup signal.

26. A private branch exchange as in claim 23, wherein said third call answer means comprises means for initiating said third call answer signal upon initiation by a corresponding signal from said computer terminal in response to said third call setup signal.

27. A method for establishing a telephone call between a first telephone terminal and a second telephone terminal using a private branch exchange with a call handler, comprising:

(a) receiving signals at said call handler from a host computer identifying said first and second telephone terminals;

(b) transmitting from said call handler a first call setup signal to a virtual terminal interface;

(c) transmitting, without initiation by a corresponding signal from a telephone terminal and automatically in response to said first call setup signal, a first call answer signal from said virtual terminal interface to said call handler;

(d) transmitting from said call handler a second call setup signal to a destination interface associated with said second telephone terminal;

(e) transmitting, upon initiation by a corresponding signal from said second telephone terminal, a second call answer signal from said destination interface to said call handler;

(f) transmitting from said call handler a third call setup signal to a physical terminal interface associated with said first telephone terminal;

(g) transmitting, upon initiation by a corresponding signal from said first telephone terminal, a third call answer signal from said physical terminal interface to said call handler; and

(h) establishing, following receipt by said call handler of said third call answer signal, a communication path between said first telephone terminal and said second telephone terminal for said telephone call.

28. A method as in claim 27, further comprising transmitting, upon initiation by a signal from said host computer, a call disconnect signal to said virtual terminal interface.

29. A method for controlling a telephone terminal with a computer terminal and a private branch exchange having a call handler, comprising:

(a) registering at said call handler, in response to a registration signal transmitted from said telephone terminal or said computer terminal, said telephone terminal for said controlling;

(b) directing to a registration terminal interface, subsequent to said registering, first telephone call signaling messages for a signaling part of a physical terminal interface associated with said telephone terminal;

(c) transmitting second telephone call signaling messages, from said registration terminal interface to said call handler, in place of telephone call signaling messages received by said call handler from said signaling part in the absence of said registering; and

(d) receiving at said registration terminal interface command signals responsive to computer signals from said computer terminal for initiating said second telephone call signaling messages.

30. A method for establishing a telephone call between a first telephone terminal and a second telephone terminal using a private branch exchange with a call handler, comprising:

(a) registering at said call handler, in response to a registration signal transmitted from said first telephone terminal or a computer terminal associated with said first telephone terminal, said first telephone terminal;

(b) directing to a registration terminal interface, subsequent to said registering, a call setup signal initiated from said second telephone terminal and intended for a signaling part of a physical terminal interface associated with said first telephone terminal;

(c) transmitting a call answer signal from said registration terminal interface to said call handler; and

(d) establishing, following receipt by said call handler of said call answer signal, a communication path between said first telephone terminal and said second telephone terminal for said telephone call.

31. A method as in claim 30, further comprising initiating said call answer signal without initiation by a corresponding signal from said first telephone terminal and automatically in response to said call setup signal.

32. A method as in claim 30, further comprising initiating said call answer signal in response to a corresponding signal from a computer terminal associated with said first telephone terminal.

33. A method for establishing a telephone call between a first telephone terminal and a second telephone terminal using a private branch exchange with a call handler, comprising:

(a) receiving signals at said call handler from a host computer identifying said first and second telephone terminals;

(b) registering at said call handler, in response to a registration signal transmitted from said first telephone terminal or a computer terminal associated with said first telephone terminal, said first telephone terminal for control through a registration terminal interface;

(c) transmitting from said call handler a first call setup signal to a virtual terminal interface;

(d) transmitting, without initiation by a corresponding signal from a telephone terminal and automatically in response to said first call setup signal, a first call answer signal from said virtual terminal interface to said call handler;

(e) transmitting from said call handler a second call setup signal to a destination interface associated with said second telephone terminal;

(f) transmitting, upon initiation by a corresponding signal from said second telephone terminal, a second call answer signal from said destination interface to said call handler;

(g) transmitting from said call handler a third call setup signal to said registration terminal interface;

(h) transmitting a third call answer signal from said registration terminal interface to said call handler; and

(i) establishing, following receipt by said call handler of said third call answer signal, a communication path between said first telephone terminal and said second telephone terminal for said telephone call.

34. A method as in claim 33, further comprising transmitting said third call answer signal without initiation by a corresponding signal from either said first telephone terminal or a computer terminal associated with said first telephone terminal, and automatically in response to said third call setup signal.

35. A method as in claim 33, further comprising transmitting said third call answer signal in response to a corresponding signal from a computer terminal associated with said first telephone terminal.