Automatic call distribution system with emergency recording system and method

• US 5,392,329 A
• Filed: 10/27/1992
• Issued: 02/21/1995
• Est. Priority Date: 10/27/1992
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Ittoop, Pramela M., Adams, David J., Shapley, Brian J.
• Primary Examiner(s): Kuntz, Curtis
• Assistant Examiner(s): Woo, Stella L.
• Application Number:
  US07/966,989
• Time in Patent Office: 847 Days
• Field of Search: 379/45, 379/51, 379/49, 379/88, 379/214, 379/201, 379/210, 379/211, 379/212, 379/218, 379/84, 379/265, 379/266, 379/309
• US Class Current: 379/49
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

An automatic call distribution system (10) with a multiport switch (12) which selectively interconnects telephonic units (16) of an internal network with a plurality of external units (13) of an external telephonic network (14) having an emergency recording system (11) with at least one recorder (18) interconnected with a port of the switch (12), establishing an informational group of units (14), an emergency key (32) on the console (30) of the unit (16) for requesting the recording of a call connected with the unit (16) in which a recorder (18) from a corresponding group is assigned to record the call at the requesting unit (16).

Claims

1. In an automatic call distribution system for selectively interconnecting a total plurality of internal units of an internal network with a plurality of external units of an external telephonic network, the improvement being an emergency recording system, comprising:

a plurality of recorders interconnected with associated ports of the multiport switch;

means for selectively establishing a plurality of informational groups of the internal units;

means for selectively associating at lease some of the plurality of informational groups with at least some of the recorders;

means associated with at least one of the units of the informational groups of internal units for requesting recording of a call at the requesting unit; and

means responsive to a request for recording from one of the internal units of the informational groups of units to selectively assign the associated recorder to the one internal unit.

2. The automatic call distribution system of claim 1 including

means for placing the plurality of recorders associated with some of the informational groups of internal units, when not in use, in a queue of available recorders of the informational groups of internal units.

3. The automatic call distribution system of claim 2 in which said selectively assigning means includes means for accessing the queue on a last in, first out basis.

4. The automatic call distribution system of claim 1 in which the recording requesting means associated with the at least one internal unit includes a manually actuatable emergency key attached to the internal unit for requesting a recording.

5. The automatic call distribution system of claim 4 including means responsive to actuation of the emergency key of the requesting unit when a recording is in process for terminating the recording of the call at the requesting unit.

6. The automatic call distribution system of claim 5 including means for turning off said emergency lamp in response to the termination of the recording of the call.

7. The automatic call distribution system of claim 4 in which the recording requesting means includes

an emergency lamp attached to the internal unit, and

means for lighting the emergency lamp in response to actuation of the emergency key to request recording.

8. The automatic call distribution system of claim 7 including

means for interconnecting a plurality of internal units with an incoming call from an external unit, and

a plurality of emergency lights respectively attached to a plurality of internal units, and

means for lighting all the emergency lamps of the internal units connected to the incoming call in response to actuation of the emergency key on the requesting unit.

9. The automatic call distribution system of claim 7 including

another emergency key with another emergency lamp of another one of the internal units, and

means for recording a call connected between the requesting unit and the other one of the internal units.

10. The automatic call distribution system of claim 9 including means responsive to the actuation of the other emergency key of the other internal unit for turning off the other emergency lamp despite continuation of the recording of the call connected between the requesting unit and the other unit.

11. The automatic call distribution system of claim 1 including

means for establishing a queue of recorders for each informational group of internal units, and

means for inserting a recorder into the queue.

12. The automatic call distribution system of claim 11 in which the inserting means includes means for storing information relating to at least one of (a) the type of recorder placed into queue, (b) a port number of the switch connected to the inserted recorder and (c) the informational group of internal units corresponding to the inserted recorder.

13. The automatic call distribution system of claim 1 including means for displaying an emergency signal at one of the plurality of internal units other than a requesting unit in response to the requesting unit requesting a recording of the call.

14. The automatic call distribution system of claim 13 in which the stored information includes all of the stored information of (a), (b), (c) and (d).

15. In an automatic call distribution system having a multiport switch for selectively interconnecting a total plurality of internal units of an internal network with a plurality of external units of an external telephonic network, the improvement being an emergency recording system, comprising:

at least one recorder interconnected with at least a port of the multiport switch;

means for selectively establishing at least one informational group of the internal units lesser in number than the total plurality of internal units;

means for selectively associating the at least one informational group with the at least one recorder;

means associated with at least one of the units of the informational group of internal units for requesting recording of a call at the requesting unit; and

means responsive to a request for recording from one of the internal units of the informational group of units associated with the at least one recorder to selectively assign the at least one recorder to the one internal unit, and in which the at least one recorder selectively assigned to an informational group is selected based upon its physical proximity to the internal units of the informational group to which it is assigned.

16. In an automatic call distribution system having a multiport switch for selectively interconnecting a total plurality of internal units of an internal network with a plurality of external units of an external telephonic network, the improvement being an emergency recording system, comprising:

at least one recorder interconnected with at least a port of the multiport switch;

means for selectively establishing at least one informational group of the internal units lesser in number than the total plurality of internal units;

means for selectively associating the at least one informational group with the at least one recorder;

means associated with at least one of the units of the informational group of internal units for requesting recording of a call at the requesting unit;

means responsive to a request for recording from one of the internal units of the informational group of units associated with the at least one recorder to selectively assign the at least one recorder to the one internal unit;

at least one additional recorder interconnected with a port of the multiport switch and associated with the at least one informational group of internal units; and

means for placing the recorders associated with the at least one informational group of internal units, when not in use, in a queue of available recorders of the at least one informational a group of internal units with means for maintaining a double linked list of pairs of the available recorders respectively arranged as primary and backup recorders.

17. In an automatic call distribution system having a multiport switch for selectively interconnecting a total plurality of internal units of an internal network with a plurality of external units of an external telephonic network, the improvement being an emergency recording system, comprising:

at least one recorder interconnected with at least a port of the multiport switch;

means for selectively establishing at least one informational group of the internal units lesser in number than the total plurality of internal units;

means for selectively associating the at least one informational group with the at least one recorder;

means associated with at least one of the units of the informational group of internal units for requesting recording of a call at the requesting unit;

means responsive to a request for recording from one of the internal units of the informational group of units associated with the at least one recorder to selectively assign the at least one recorder to the one internal unit;

a common pool of recorders which are unassigned to the at least one informational group of units; and

means responsive to a recorder unavailability condition upon request by a requesting one of the plurality of internal units of a selected informational group to interconnect an available recorder from the common pool of recorders to the requesting one of the plurality of internal units.

18. In an automatic call distribution system having a multiport switch for selectively interconnecting a total plurality of internal units of an internal network with a plurality of external units of an external telephonic network, the improvement being an emergency recording system, comprising:

a plurality of recorders for recording incoming calls from external units;

means for selectively interconnecting available ones of the plurality of recorders upon request to selected ones of the plurality of internal units; and

means for storing information concerning the recording of a call in response to the request for recording by the selected ones of the plurality of internal units.

19. The automatic call distribution system of claim 18 in which the recording information storing means includes a paper printer for printing the information for storage.

20. The automatic call distribution system of claim 18 in which the stored information includes at least one of (a) a time the recording was requested, (b) a telephone number of the requesting internal unit, (c) a requesting unit port identification number of the requesting internal unit, and (d) a recorder port identification number of the recorder which records the call.

21. The automatic call distribution system of claim 18 in which the stored information includes an indication of whether no recorder was available to record the call.

22. In an automatic call distribution system having a multiport switch for selectively interconnecting a total plurality of internal units of an internal telephonic network with a plurality of external units of an external telephonic network, the improvement being a method of recording emergency calls comprising the steps of:

selectively establishing a plurality of informational groups of internal units;

selectively associating at least some of a plurality of recorders with at least some of the plurality of informational groups;

requesting recording of a call at one of the plurality of internal units; and

selectively assigning one of the plurality of the recorders to the internal unit requesting recording in response to the request for recording only if the internal unit requesting the recording is in the informational group associated with the one of the plurality of recorders.

23. The emergency call recording method of claim 22 including the step of recording a call with a recorder assigned to the requesting unit.

24. The emergency call recording method of claim 23 including the step of placing the recorder out of service in response to an unsuccessful voice path connection between the recorder and the requesting unit.

25. The emergency call recording method of claim 22 in which the step of selectively associating includes the step of

selectively associating a group of recorders of which the at least one recorder is a member, and

arranging the group of recorders in a queue of available recorders.

26. The emergency call recording method of claim 25 in which the step of arranging includes the step of placing a recorder of the group in the queue of available recorders in response to termination of a recording by one of a plurality of internal units.

27. The emergency call recording method of claim 22 in which the step of selectively associating includes the step of assigning a group of recorders to each of a plurality of informational groups of internal units.

28. The emergency call recording system of claim 22 in which the step of requesting recording of a call at an unternal unit includes the step of actuating an emergency key at the requesting unit to initiate recording.

29. The emergency call recording system of claim 28 including the step of lighting an emergency lamp at the requesting internal unit in response to actuation of the emergency key at the requesting unit to record the call.

30. The emergency call recording method of claim 29 including the step of lighting the emergency lamps at all the internal units connected to a call in response to actuation of the emergency key at the requesting unit to record the call.

31. The emergency call recording method of claim 28 includes the step of terminating the recording of a call in response to actuation of the emergency key the requesting unit while recording of the call is in process.

32. The emergency call recording method of claim 31 including the step of

turning off an emergency lamp at a requesting unit in response to terminating the recording of the call.

33. The emergency call recording method of claim 32 including the steps of

turning off another emergency lamp of another internal unit in response to actuation of the other emergency key at the other units, and

maintaining the recording of the call connected between the requesting unit and the other unit after the emergency lamp has been turned off.

34. The emergency call recording method of claim 22 in which the step of selectively assigning includes the step of

obtaining an available recorder from a group of recorders associated with the informational group of the requesting unit.

35. The emergency call recording method of claim 22 including the steps of removing the recorder from a queue of available ones of the group of recorders by resetting pointers on the removed recorder.

36. The emergency call recording method of claim 22 including the step of connecting the requesting unit to the recorder.

37. In an automatic call distribution system having a multiport switch for selectively interconnecting a total plurality of internal units of an internal telephonic network with a plurality of external units of an external telephonic network, the improvement being a method of recording emergency calls comprising the steps of:

selectively establishing at least one informational group of internal units lesser in number than the total plurality of internal units;

selectively associating at least one recorder with at least one informational group;

requesting recording of a call at an internal unit;

selectively assigning the at least one recorder to the internal unit requesting recording in response to the request for recording only if the internal unit requesting the recording is in the informational group associated with the at least one recorder;

selectively associating at least one recorder in a group of recorders of which the at least one recorder is a member with at least one informational group;

arranging the group of recorders in a queue of available recorders in a double linked list of primary and backup available recorders; and

placing a recorder of the group in the queue of available recorders in response to termination of a recording by one of a plurality of internal units.

38. In an automatic call distribution system having a multiport switch for selectively interconnecting a total plurality of internal units of an internal telephonic network with a plurality of external units of an external telephonic network, the improvement being a method of recording emergency calls comprising the steps of:

selectively establishing at least one informational group of internal units lesser in number than the total plurality of internal units;

selectively associating at least one recorder with at least one informational group;

requesting recording of a call at an internal unit;

selectively assigning the at least one recorder to the internal unit requesting recording in response to the request for recording only if the internal unit requesting the recording is in the informational group associated with the at least one recorder;

selectively associating at least one recorder of a group of recorders of which the at least one recorder is a member with at least one informational group;

arranging the group of recorders in a queue of available recorders; and

assigning available recorders from the queue on a last in, first out basis.

39. In an automatic call distribution system having a multiport switch for selectively interconnecting a total plurality of internal units of an internal telephonic network with a plurality of external units of an external telephonic network, the improvement being a method of recording emergency calls comprising the steps of:

selectively establishing at least one informational group of internal units lesser in number than the total plurality of internal units;

selectively associating at least one recorder with at least one informational group;

requesting recording of a call at an internal unit; and

selectively assigning the at least one recorder to the internal unit requesting recording in response to the request for recording only if the internal unit requesting the recording is in the informational group associated with the at least one recorder;

selectively associating at least one recorder with at least one informational group;

assigning a group of recorders to each of a plurality of informational groups of internal units;

establishing a common pool of recorders unassociated with any informational group of units; and

connecting an available recorder from the common pool to the requesting unit in response to a recorder unavailability condition of the group of recorders associated with the informational group of the requesting unit.

40. The emergency call recording method of claim 39 including the step of connecting the requesting unit to a system recorder in response to no recorders being available from the common pool of recorders upon request.

41. The emergency call recording method of claim 40 including the step of connecting the requesting unit to a backup system recorder in response to an unsuccessful connection with the system recorder.

42. The emergency call recording method of claim 41 including the steps of

turning off an emergency lamp at the requesting unit in response to no backup system recorder being available, and

storing a report indicating the failure of a recorder being connected to the requesting unit upon request.

43. In an automatic call distribution system having a multiport switch for selectively interconnecting a total plurality of internal units of an internal telephonic network with a plurality of external units of an external telephonic network, the improvement being a method of recording emergency calls comprising the steps of:

selectively establishing at least one informational group of internal units lesser in number than the total plurality of internal units;

selectively associating at least one recorder with at least one informational group;

requesting recording of a call at an internal unit;

selectively assigning the at least one recorder to the internal unit requesting recording in response to the request for recording only if the internal unit requesting the recording is in the informational group associated with the at least one recorder;

returning a recorder to an appropriate location in a queue of the group of recorders after termination of recording; and

updating a plurality of pointers to the recorder.

44. In an automatic call distribution system having a multiport switch for selectively interconnecting a total plurality of units of an internal telephonic network with a plurality of external telephonic network, the improvement being a method of recording emergency calls comprising the steps of:

selectively recording different incoming calls from external units on a plurality of different recorders; and

automatically storing an emergency message relating to the recording of the call in response to the request for recording at the requesting unit, wherein the step of storing an emergency message includes the step of storing information about at least one of (a) a time and a date the recording was requested, (b) a telephone number of the requesting unit, (c) a requesting unit port identification number and (d) a recorder port identification number of the recorder which records the call, and the step of storing information concerning an unanswered request for recording.

45. The emergency call recording method of claim 44 in which the step of automatically storing includes printing an emergency message.