Automatic call distributor with internal written message communication system and method

• US 5,490,211 A
• Filed: 04/20/1994
• Issued: 02/06/1996
• Est. Priority Date: 04/20/1994
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Anderson, James E., Jeslis, Scott D., Adams, David J.
• Primary Examiner(s): Hofsass, Jeffery A.
• Assistant Examiner(s): Wolinsky, Scott
• Application Number:
  US08/230,191
• Time in Patent Office: 657 Days
• Field of Search: 379/265, 379/266, 379/309, 379/218, 379/214, 379/213, 379/201, 379/96, 379/67, 379/88, 379/93, 379/142, 379/229, 379/210, 379/212, 379/216, 379/247, 379/94, 379/91, 379/97 , 379/207, 379/95, 379/196, 379/211, 379/89
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13175 Graphical user interface [GUI], WWW interface, visual indication

Abstract

An automatic call distributor (20) having a multiport switch (22), a central processing unit (24) with a switch operations memory (26) for controlling the switch (22), a plurality of internal telephones (40, 40A, 40B, 40C-N) interconnectable through the multiport switch (22) to external telephones (28) of an external telephonic network (32) and a plurality of display terminals (36, 36A, 36B, 36C-N) for display of information relating to the operation of the switch (22), with an internal written message communication system (21) having an associated switch memory (46) for storing written messages (66) for display at a display terminal (36), a display screen (44) at the display terminal (36) for providing an indication of storage of a written message at the associated switch memory (46) for display at the display terminal (36) and a keyboard (42) at the display terminal (36) for electing to have the written message displayed at the display terminal (36) in lieu of information relating to the operation of the switch (22).

Claims

1. In an automatic call distributor system with an automatic call distributor in which the automatic call distributor has a multiport switch, a central processing unit and a switch operations memory for controlling the switch, the automatic call distributor system having a plurality of internal telephones interconnectable through the multiport switch to external telephones of an external telephonic network and a plurality of display terminals for display of information relating to the operation of the switch, the improvement comprising:

means for sending a written message from one of the display terminals to a selected one of the plurality of display terminals;

means for storing the written message at a written messages memory for display at the selected one of the display terminals which is coupled with the central processing unit of the automatic call distributor;

means at the selected one of the display terminals for providing an indication of storage at the written messages memory automatically in response to receipt of the written message for said selected one of the display terminals; and

means for electing at the selected one of the display terminals to have the written message displayed at the selected one of the display terminals in lieu of the information relating to the operation of the switch.

2. The automatic call distributor of claim 1 in which

the plurality of display terminals are associated with the plurality of internal telephones,

the internal telephones having telephone numbers which are used to identify individual ones of the plurality of internal telephones for purposes of switching calls to selected ones of the internal telephones, and including

means for identifying the display terminals intended for receipt of stored messages by associating the stored messages for each display terminal with the telephone number of the internal telephone associated with the display terminal, and

means responsive to both the electing means and the identifying means for selectively displaying messages at the plurality of the display terminals.

3. The automatic call distributor of claim 2 including

means for sending written messages to a memory location associated with the telephone number corresponding to the internal telephone associated with the display terminal sending the written messages, and

means for subsequently selectively displaying the stored written messages at the same display terminal which sent the written messages to the memory location.

4. The automatic call distributor of claim 3 including means at the selected one of the display terminals for sending a same written message to a plurality of display terminals by associating the same written message with the telephone numbers of the plurality of display terminals and automatically sending the same written message to all the plurality of display terminals with the associated telephone numbers.

5. The automatic call distributor of claim 2 in which said identifying means includes means for identifying a plurality of different written messages stored at the written messages memory for display at the selected one of the display terminals.

6. The automatic call distributor of claim 1 including means for saving a written message in storage in the written messages memory after display of the written message at the selected one of the display terminals and subsequent removal of the display.

7. The automatic call distributor of claim 1 including means for storing for display at all the display terminals in a standard format for display of at least one of the types of information of (a) the identity of an originator of a message, (b) the time of receipt of the message in storage in the written messages memory, (c) the location of the message in a sequence of a plurality of stored messages, (d) the identity of the selected one of the display terminals and (e) instructions for subsequent operations on the stored message.

8. The automatic call distributor of claim 7 in which said identity of the selected one of the display terminals is indicated by selectively displaying at least one of (f) a telephone number of an internal telephone associated with the selected one of the display terminals and (g) a network supervisor code.

9. The automatic call distributor claim 8 including means for storing an identity of an intended recipient of a written message by storing both of the types of information of (f) and (g).

10. The automatic call distributor of claim 1 including means associated with each of the display terminals for sending a written message into storage in the written messages memory including means for transmitting at least one of the commands of (a) send new message, (b) delete this message, (c) display next older message and (d) exit.

11. The automatic call distributor of claim 10 including means for displaying the identity of selected ones of a plurality of keys of the display terminals respectively associated with the commands (a)-(d).

12. The automatic call distributor of claim 1 in which

the storing means includes a nonvolatile memory device coupled with the central processing unit which has a plurality of memory location groups respectively associated with corresponding display terminals, and in which

each of said memory location groups has a plurality of memory locations for storing a plurality of written messages for selective display at the corresponding display terminals.

13. In an automatic call distributor system with an automatic call distributor in which the automatic call distributor has a multiport switch, a central processing unit and a switch operations memory for controlling the switch, the automatic call distributor having a plurality of internal telephones interconnectable through the multiport switch to external telephones of an external telephonic network and a plurality of display terminals for display of information relating to the operation of the switch, the improvement being a method comprising the steps of:

displaying information relating to the operation of the switch at the display terminals;

sending a written message from one of the display terminals for receipt by another one of the display terminals;

storing the written message at a written messages memory coupled with the central processing unit;

automatically providing an indication of storage of the stored written message to the other display terminals in response to receipt of the written message at the written messages memory; and

electing at the other display terminal to have the written message displayed at the other display terminal in lieu of the information relating to the operation of the switch.

14. The method of claim 13 in which the information displayed relating to the operation of the switch is stored at the switch operations memory coupled with the central processing unit.

15. The method of claim 13 in which the plurality of display terminals are associated with the plurality of internal telephones,

the internal telephones have telephone numbers which are used to identify individual ones of the plurality of internal telephones for purposes of switching calls to selected ones of the internal telephones, and including the steps of

identifying the display terminals intended for receipt of said stored messages by associating the stored messages for each display terminal with the telephone number of the internal telephone associated with the display terminal, and

selectively displaying written messages at the plurality of display terminals in response to the identification of display terminals intended to receive stored written messages and the election to have written messages displayed in lieu of information relating to the operation of the switch.

16. The method of claim 15 including the steps of

sending the written message to a memory location at the written messages memory with the telephone number corresponding to the internal telephone associated with the one display terminal, and

subsequently selectively displaying the written message at the one display terminal which sent the written message to the memory location.

17. The method of claim 16 including the steps of

sending a same written message from the one display terminal to a plurality of other display terminals by associating the same written message with the telephone numbers of the plurality of other display terminals, and

automatically sending the same written message to all the plurality of other display terminals with the associated telephone numbers.

18. The method of claim 13 including the step of identifying a plurality of different written messages stored at the written messages memory for display at the other display terminal.

19. The method of claim 13 including the step of saving a written message in storage in the written messages memory after display of the written message at the other display terminal and subsequent to removal of the display of the written message at the other display terminal.

20. The method of claim 13 in which the written messages memory is a nonvolatile memory device coupled with the central processing unit which has a plurality of memory location groups respectively associated with corresponding display terminals, and in which

each of said memory location groups has a plurality of memory locations for storing a plurality of written messages for selective display at the corresponding display terminals.