Telecommunication system with multilink host computer call control interface system and method

• US 5,500,891 A
• Filed: 09/30/1994
• Issued: 03/19/1996
• Est. Priority Date: 09/30/1994
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Michelson, Mark J., Harrington, Noreen A.
• Primary Examiner(s): MATAR, AHMAD
• Application Number:
  US08/316,695
• Time in Patent Office: 536 Days
• Field of Search: 379/266, 379/265, 379/201, 379/214, 379/210-212, 379/309, 379/269
• US Class Current: 379/265.04
• 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 3/523 with call distribution or queueing
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13106 Microprocessor, CPU

Abstract

A telecommunication system (10) having a single automatic call distributor (12) with a multiport switch (14) controlled by a central control processing unit (16) and an associated memory (18) for selectively interconnecting telephonic calls between external telephonic units (20) of an external telephonic network (24) and internal telephonic units (26A, 26B, 26C, 26D) coupled with the multiport switch (14) with a multilink host computer call control interface system (25) having a plurality of host computers (32A, 32B, 32C, 32D) coupled to the automatic call distributor and logical link interfaces (36A, 36B, 36C, 36D) each having a pair of physical link lines (38A, 38B, 38C, 38D) which correspond to an associated host computer (32A, 32B, 32C, 32D) to enable communication between the single automatic call distributor (12) and the plurality of host computers (32A, 32B, 32C, 32D) to provide the host computers with control of call handling operations performed at the automatic call distributor (12).

Claims

1. In a telecommunication system having a single automatic call distributor with a multiport switch controlled by a central control processing unit and an associated memory for selectively interconnecting telephonic calls between external telephonic units of an external telephonic network and internal telephonic units coupled with the multiport switch, the improvement being a multilink host computer call control interface system, comprising:

a plurality of host computers coupled to the automatic call distributor; and

means for enabling communication between the single automatic call distributor and the plurality of host computers to provide the plurality of host computers with control of call handling operations performed at the automatic call distributor in which said call handling operations include at least one of

(a) sign-in of internal telephonic units,

(b) sign-out of internal telephonic units, and

(c) initiation of an out-dial call for connection at an internal telephonic unit.

2. The telecommunication system of claim 1 in which the communication enabling means includes a plurality of logical link interfaces corresponding to each of the plurality of host computers for connecting the automatic call distributor to the plurality of host computers.

3. The telecommunication system of claim 2 in which the plurality of logical link interfaces includes a pair of physical link lines for carrying messages between the automatic call distributor and the plurality of host computers.

4. The telecommunication system of claim 3 including means for automatically sending all messages between the automatic call distributor and one of the plurality of host computers corresponding to one of the logical link interfaces across one of the pair of physical links of the one logical link interface in response to the other of the pair of physical links becoming disabled.

5. The telecommunication system of claim 1 including

means for associating one of the plurality of host computers to a preselected group of internal telephonic units, and

means for identifying the one host computer as the controlling host computer for the preselected group of internal telephonic units.

6. The telecommunication system of claim 5 including

means for transmitting from the automatic call distributor to the controlling host computer associated with the internal telephone units messages related to events occurring at the group of units, and

means at the controlling host computer responsive to the messages transmitting means for initiating the automatic call distributor to perform operations at the internal telephonic units.

7. In a telecommunication system having a single automatic call distributor with a multiport switch controlled by a central control processing unit and an associated memory for selectively interconnecting telephonic calls between external telephonic units of an external telephonic network and internal telephonic units coupled with the multiport switch, the improvement being a multilink host computer call control interface system, comprising:

a plurality of host computers coupled to the automatic call distributor;

means for enabling communication between the single automatic call distributor and the plurality of host computers to provide the plurality of host computers with control of call handling operations performed at the automatic call distributor; and

means for designating one of the plurality of host computers as a controlling host computer for controlling call handling operations including call and position control for a preselected associated group of internal telephonic units.

8. The telecommunication system of claim 7 including

means for initiating a request for an action on a telephonic call at the automatic call distributor by one of the plurality of host computers,

means for determining if the request is initiated from the controlling host computer, and

means for denying the action request if the host computer initiating the request is not the controlling host computer.

9. The telecommunication system of claim 7 in which the designating means includes

means initiated at one of the plurality of host computers for requesting execution of an out-dial call at the automatic call distributor whereby the automatic call distributor automatically dials an external telephonic unit and connects the out-dial call received at the external telephonic unit with an internal telephonic unit, and

means responsive to the out-dial call requesting means for appointing the one host computer requesting the out-dial call execution as the controlling host computer for the out-dial call.

10. In a telecommunication system having a single automatic call distributor with a multiport switch controlled by a central control processing unit and an associated memory for selectively interconnecting telephonic calls between external telephonic units of an external telephonic network and internal telephonic units coupled with the multiport switch, the improvement being a multilink host computer call control interface system, comprising:

a plurality of host computers coupled to the automatic call distributor;

means for enabling communication between the single automatic call distributor and the plurality of host computers to provide the plurality of host computers with control of call handling operations performed at the automatic call distributor; and

means for assigning a telephonic call received at the multiport switch a controlling host computer from one of the plurality of host computers coupled with the call distributor to initiate the control of call handling operations associated with the received telephonic call.

11. The telecommunication system of claim 10 in which the assigning means includes means for identifying the one host computer as the controlling host computer based on at least one of

(a) identification of a trunk group at the multiport switch on which the telephonic call is received

(b) call type identification information carried with the received telephonic call

(c) a predefined routing priority pattern for the received call, and

(d) a controlling host identifier associated with an internal telephonic unit connected with the received call.

12. The telecommunication system of claim 10 in which said call handling operations associated with the received call includes

routing the call to an internal telephonic unit specified by the controlling host computer.

13. The telecommunication system of claim 10 including means for designating another host computer other than the one host computer associated with the received call to a preselected internal telephonic unit to initiate control of call handling actions at the internal telephonic unit associated with the other host computer, and

means for routing the received call controlled by the one host computer to the internal telephonic unit controlled by the other host computer,

means for assigning call control priority to the one host computer associated with the received call over the other host computer associated with the internal telephonic unit in response to the call routing means.

14. In a telecommunication system having a single automatic call distributor with a multiport switch controlled by a central control processing unit and an associated memory for selectively interconnecting telephonic calls between external telephonic units of an external telephonic network and internal telephonic units coupled with the multiport switch, the improvement being a method of initiating multiple host computer call control, comprising the steps of:

coupling a plurality of host computers to the single automatic call distributor; and

enabling communication between the single automatic call distributor and the plurality of host computers to provide the plurality of host computers with control of call handling operations including routing of a telephonic call received at the automatic call distributor to an internal telephonic unit.

15. The method of claim 14 including the step of designating one of the plurality of host computers as a controlling host computer for controlling call handling operations including call and position control for a preselected associated group of internal telephonic units.

16. The method of claim 15 including the steps of

initiating a request for an action on the telephonic call at the automatic call distributor by one of the plurality of host computers,

determining if the request for initiating an action on the telephonic call is from the controlling host computer, and

denying the action request if the host computer initiating the request is not the controlling host computer.

17. The method of claim 14 including the step of assigning to the telephonic call received at the multiport switch a controlling host computer from one of the plurality of host computers coupled with the call distributor to initiate the control of call handling operations associated with the received telephonic call.

18. The method of claim 17 including the step of identifying the one host computer as the controlling host computer based on at least one of

(a) identification of a trunk group at the multiport switch on which the telephonic call is received,

(b) call type identification information carried with the received telephonic call,

(c) a predefined routing priority pattern for the received call, and

(d) a controlling host identifier associated with an internal telephonic unit connected with the received call.