Automated attendant for any combination of PBX, centrex and single-line telephones

• US 5,515,422 A
• Filed: 02/03/1995
• Issued: 05/07/1996
• Est. Priority Date: 04/23/1992
• Status: Expired due to Fees

• Current Assignee: Boston Technology
• Original Assignee: Boston Technology
• Inventors: Jones, Scott A., MeLampy, Patrick J., Sklarin, Christopher R.
• Primary Examiner(s): BROWN, THOMAS
• Application Number:
  US08/385,092
• Time in Patent Office: 459 Days
• Field of Search: 379/201, 379/210, 379/212, 379/213, 379/214, 379/218, 379/216, 379/265, 379/266, 379/67, 379/69, 379/84, 379/88, 379/89
• US Class Current: 379/88.25
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

An automated attendant service supports any combination of single-line telephones, CENTREX telephones and one or more PBX in a single logical configuration. Multiple access numbers can be used to call the automated service and calls forwarded from DID lines can also be handled. The appropriate transfer codes are determined for the switch connecting a caller to the automated attendant service. Subscribers to the automated attendant service may be connected via different types of switches using different call progress signals. Analysis of the call progress signals is performed using parameters specific to the switch used for each call to an extension. The types of transfers supported by the automated attendant service include screened calls in which the caller is prompted to give a name provided identification. The name given by the caller may be stored, together with the time of the call and the phone number of the caller, so that a subscriber may return calls even if the caller does not leave a message.

Claims

1. A database storage device for an automated attendant service, comprising:

access number storage to store an access number table, including at least one access number used to allow direct calls to the automated attendant service and a first switch identifier indicating a physical switch type used for transfers;

matrix storage to store an extension specification matrix correlating extension numbers to telephone numbers and at least one second switch identifier; and

switch configuration storaqe to store switch configuration data for each physical switch type accessed by the automated attendant service, including transfer codes and call progress identification data.

2. A database storage device as recited in claim 1,

wherein each access number in the access table in said access number storage is unique to the automated attendant service, and

wherein the extension and telephone numbers in the extension specification matrix in said matrix storage are not unique to the automated attendant service, but may be stored in another matrix storage for another automated attendant service.

3. A database storage device as recited in claim 1, wherein the extension specification matrix in said matrix storage further stores at least one telephone number for a single-line phone as one of the extension numbers with a public switched telephone network switch identified by the second switch identifier correlated thereto.

4. A database storage device as recited in claim 1, further comprising:

default storaqe to store a default settings file with a record for the automated attendant service, including class of service and response for a failed call to an extension; and

account storage to store an account administrators table indicating which users have access to account administration to make changes to the default settings file and perform other administrative duties for an automated attendant account.

5. A database storage device as recited in claim 4, further comprising subscriber storage to store a subscriber file containing records for subscribers, each record including fields for features specific to a subscriber and a subscriber specific response for failed calls to the extension of the subscriber.

6. A method of controlling administration of automated attendant services provided by at least one information services system, comprising the steps of:

(a) providing access to switch configuration data, including a physical switch type, for each physical switch connecting subscribers of one of the automated attendant services to the information services system;

(b) providing access to an access number table with at least one access number for each automated attendant service and a first switch identifier indicating the physical switch type used for transfers to and from a corresponding access number; and

(c) providing access to an extension specification matrix correlating extension numbers to telephone numbers and at least one second switch identifier, for each automated attendant service.

7. A method as recited in claim 6,

wherein each of said providing in step (a) and said providing in step (b) is performed using a first level of security for a system administrator of the information services system, and

wherein said providing in step (c) is performed at a second level of security for the system administrator and an account administrator for each automated attendant service.

8. A method as recited in claim 7,

wherein said providing in step (b) restricts each access number in the access number table to only one of the automated attendant services, and

wherein said providing in step (c) permits the telephone numbers in the extension specification matrix for one of the automated attendant services to appear in the extension specification matrix for another of the automated attendant services.

9. A method as recited in claim 7, further comprising the step of (d) providing access at a third level of security for the system administrator, the account administrator and subscribers of each automated attendant service to records in a subscriber database defining how calls to the subscribers are handled.

10. A method as recited in claim 9,

wherein step (a) provides access to the switch configuration data including enablement flags for transfer types, indicating support by the physical switch type corresponding to a set of the enablement flags, and

wherein step (d) provides access to the records in the subscriber database, including specifying for each of the subscribers one of the transfer types indicated by the switch configuration data and the extension specification matrix as supported by the physical switch connecting a corresponding subscriber to one of the automated attendant services.

11. A method as recited in claim 10,

wherein step (a) provides access to a screened transfer enablement flag for a screened transfer type, and

wherein step (d) comprises the steps of:

(d1) providing access to a selected transfer type to specify the screened transfer type when the corresponding subscriber wants callers to give a name upon reaching one of the automated attendant services; and

(d2) providing access to a name storage option when the selected transfer type is the screened transfer type, the name storage option including storage of the name given by each of the callers when the corresponding subscriber does not answer.

12. A method as recited in claim 11, wherein step (d) further comprises the step of (d3) providing access to a call storage option for storing time called and, when available, a caller phone number of all calls not answered by the corresponding subscriber.

13. A method of automatically answering telephone calls for subscribers of a first automated attendant service, comprising the steps of:

(a) obtaining an extension number from a caller using an audio menu to prompt input of the extension number;

(b) signaling a first physical switch connecting the caller to the first automated attendant service to place the caller on hold;

(c) calling a telephone corresponding to the extension number input by the caller while the caller is on hold;

(d) connecting the caller directly to the telephone corresponding to the extension number if said calling in step (c) reaches a called party and an indication is obtained to connect the caller and the called party; and

(e) performing a failed call procedure if said connecting in step (d) is not performed.

14. A method as recited in claim 13,

wherein said calling in step (c) includes the steps of:

(c1) calling one of the extensions of a private business exchange when the extension number is within a range of extension numbers assigned to telephone numbers in the private business exchange; and

(c2) calling a single-line telephone when the extension number is assigned to the single-line telephone.

15. A method as recited in claim 13,

wherein said signaling in step (b) comprises the steps of:

(b1) reading an access number table to identify the first physical switch used by the caller;

(b2) accessing a switch configuration file to determine at least one transfer code used by the first physical switch; and

(b3) signaling the first physical switch using at least one of the at least one transfer code determined in step (b2),

wherein said calling in step (c) comprises the steps of;

(c1) accessing an extension specification matrix to identify a second physical switch connecting a corresponding automated attendant service to a telephone corresponding to the extension number;

(c2) accessing a subscriber database to determine a transfer method for transfers to the extension number of a subscriber; and

(c3) calling a telephone number corresponding to the extension number via the second physical switch identified in step (c1) using the transfer method determined in step (c2), and

wherein said connecting in step (d) is performed using at least one of the at least one transfer code determined in step (b2).

16. A method as recited in claim 13,

wherein said calling in step (c) comprises the steps of:

(c1) accessing an extension specification matrix to identify a second physical switch connecting a second automated attendant service to a telephone corresponding to the extension number;

(c2) accessing a subscriber database to determine a transfer method for transfers to the extension number of a subscriber; and

(c3) calling a telephone number corresponding to the extension number via the second physical switch identified in step (c1) using the transfer method determined in step (c2), and

wherein the failed call procedure in step (e) comprises;

(e1) accessing the extension specification matrix to identify the first physical switch connecting the caller to the first automated attendant service from a failed direct-inward-dialed telephone call to one of the subscribers of the first automated attendant service;

(e2) reproducing an announcement informing the caller of lack of connection and presenting further options after removing the caller from hold;

(e3) receiving a response from the caller; and

(e4) performing further processing in dependence upon the response received in step (e3), including signaling the first physical switch to place the caller on hold and outdialling a new extension, if requested by the caller.

17. An apparatus for automatically answering telephone calls to a telephone of a subscriber of an automated attendant service, comprising:

caller interface means for obtaining an extension number from a caller using an audio menu to prompt input of the extension number;

signal means for signaling a first physical switch connecting the caller to the automated attendant service to place the caller on hold;

out-dialing means for calling the telephone corresponding to the extension number input by the caller while the caller is on hold; and

control means for controlling said signal means to connect the caller directly to the telephone corresponding to the extension number if said calling means obtains an answer from a called party and an indication is received to connect the caller and the called party, and otherwise controlling said caller interface means to perform a failed call procedure.