Automatic call distribution system with an ISDN compatible call connection system and method

• US 5,526,416 A
• Filed: 11/16/1992
• Issued: 06/11/1996
• Est. Priority Date: 11/16/1992
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Dezonno, Anthony J., Holtaway, Thomas S., Surma, Richard S.
• Primary Examiner(s): Hofsass, Jeffery A.
• Assistant Examiner(s): Wolinsky, Scott
• Application Number:
  US07/976,630
• Time in Patent Office: 1,303 Days
• Field of Search: 379/67, 379/88, 379/127, 379/142, 379/77, 379/164, 379/162, 379/34, 379/112, 379/137, 379/100, 379/158, 379/96, 379/158, 379/94, 379/93, 379/215, 379/201, 379/202, 379/209 , 379/210, 379/211, 379/212, 379/214, 379/265, 379/266, 379/309, 379/216, 379/221, 370/62, 370/110.1
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04Q 11/0428 Integrated services digital network, i.e. systems for transmission of different types of digitised signals, e.g. speech, data, telecentral, television signals

Abstract

An automatic call distributor system (28) with an automatic call distributor (20) for selectively interconnecting telephonic calls from external telephonic units (32) of an external telephonic network (34) to a plurality of Integrated Services Digital Network (ISDN) interior telephonic units (30) with ISDN characteristics and a microprocessor (50) in the ISDN telephonic unit (30) for controlling the ISDN telephonic unit (30) to alter and enhance performance characteristics of the ISDN telephonic unit (30) in an automatic call distribution environment.

Claims

1. In an automatic call distribution system with an automatic call distributor for selectively interconnecting calls made from external telephonic units through an external telephonic network connected with the system, the improvement comprising:

a plurality of ISDN interior telephonic units with standard ISDN characteristics provided by a standard ISDN messaging protocol in which the ISDN interior telephonic units are connected with the automatic call distributor for receipt of incoming calls from the external telephonic units;

means within the ISDN interior telephonic units for selectively altering the standard ISDN message protocols of the ISDN interior telephonic units to provide the ISDN interior telephonic units with nonstandard ISDN performance characteristics usable in a call distribution environment.

2. The automatic call distribution system of claim 1 in which said selectively altering means includes a programmed microprocessor within the ISDN interior telephonic units which is programmed to alter some of said standard ISDN characteristics.

3. The automatic call distribution system of claim 1 in which said selectively altering means includes a microprocessor at said automatic call distributor programmed to interface with the ISDN interior telephone units with respect to the nonstandard ISDN performance characteristics.

4. The automatic call distribution system of claim 1 in which said nonstandard ISDN performance characteristics include at least one of the characteristics functionally being capable of

(a) avoiding an off-hook condition for the ISDN interior telephonic units to receive a call,

(b) transmitting an indication of disconnection of a communication device from the ISDN interior telephonic units to preclude connection of calls from the automatic call distributor to the ISDN interior telephonic unit,

(c) placing a party to a conference call on hold during the conference call in response to actuation of a single key on one of the plurality of ISDN interior telephonic units,

(d) reconnect acknowledgement for a held party of a conference call indicating an establishment of a two way voice path between the held party and one of the plurality of ISDN interior telephonic units during the conference call,

(e) indication of an addition of an additional party to a call in progress,

(f) termination of a conference call in response to actuation of a single key on one of the plurality of ISDN interior telephonic units, and

(g) selective control of a ringer at one of the plurality of ISDN interior telephonic units.

5. The automatic call distribution system of claim 4 in which the nonstandard ISDN performance characteristics include a plurality of characteristics (a)-(g).

6. The automatic call distribution system of claim 4 in which the nonstandard performance characteristics include all of the plurality of characteristics (a)-(g) recited in claim 4.

7. In an automatic call distribution system with an automatic call distribution for selectively interconnecting calls made from external telephonic units through an external telephonic network connected with the system, the method of making ISDN compatible call connections with the interior telephonic units, comprising the steps of:

providing each of the plurality of interior telephonic units with ISDN characteristics defined by standard ISDN message protocols; and

selectively altering the standard ISDN message protocols of the ISDN interior telephonic units to provide the ISDN interior telephonic units with nonstandard ISDN performance characteristics usable in a call distribution environment.

8. The method of claim 7 in which said step of providing includes the steps of

providing each of the interior telephonic units with hardware programmable to operate with standard ISDN characteristics, and

programming the hardware to alter the standard ISDN characteristics of the hardware.

9. The method of claim 7 in which the nonstandard ISDN performance characteristics include the characteristic of functionally being capable of at least one of

(a) avoiding an off-hook condition for the ISDN interior telephonic units to receive a call,

(b) transmitting an indication of disconnection of a communication device from the ISDN interior telephonic units to preclude connection of calls from the automatic call distributor to the ISDN interior telephonic units,

(c) placing a party to a conference call on hold during conference call upon actuation of a single key on one of the plurality of ISDN interior telephonic units,

(d) reconnect acknowledgement for a held party to a conference call indicating a re-establishment of a two way voice path between the held party and one of the plurality of ISDN interior telephonic units during the conference call,

(e) indication of an addition of an additional party to a call in progress,

(f) termination of a conference call upon actuation of a single key on one of the plurality of ISDN interior telephonic units, and

(g) selective control of a ringer at one of the plurality of ISDN interior telephonic units.

10. The method of claim 9 in which the nonstandard ISDN performance characteristics includes a plurality of characteristics (a)-(g) recited in claim 9.

11. The method of claim 9 in which the nonstandard ISDN performance characteristics includes all of a plurality of the characteristics of (a)-(g) recited in claim 9.

12. In an automatic call distribution system with a computer controlled multiport switch for selectively interconnecting a plurality of internal telephonic units of an internal telephonic network with external telephonic units of an external telephonic network, the improvement comprising:

means for providing the internal telephonic units with ISDN characteristics to make them ISDN telephonic units;

means for sending an altered ISDN message to the multiport switch indicating from the ISDN telephonic units that the ISDN telephonic units are in an available state to receive calls;

means associated with the ISDN telephonic units for automatically indicating to the computer controlled multiport switch that the ISDN telephonic units are in an idle state ready to receive incoming calls;

means for selective and automatic connecting of incoming calls through the multiport switch to those ISDN telephonic units that are providing indications they are in an idle and available state; and

means for automatically accepting incoming calls connected to ISDN telephonic units in the idle and available state through the multiport switch by said selectively and automatically connecting means.

13. The automatic call distribution system of claim 12 in which

said ISDN internal telephonic units have ringers;

means for causing a ringer at one of the ISDN internal telephonic units to ring when a call comes into the one of the ISDN internal telephonic units in the idle state, and

means for disabling the ringer causing means to ring the ringer when a call comes in to the one of the ISDN internal telephonic units in the active state.

14. In an automated call distribution system with a computer controlled multiport switch for selectively interconnecting a plurality of internal ISDN telephonic units with a plurality of incoming calls from external telephonic units, the improvement comprising:

means for determining whether the internal ISDN telephonic units are in an active state in which they are not ready to receive a call immediately or in an idle state in which they are ready to receive a call immediately;

means responsive to the determining means for selectively interconnecting incoming calls to internal ISDN telephonic units determined to be in an idle state in accordance with an ISDN standard communications protocol; and

means responsive to the determining means for selectively interconnecting incoming calls to active ones of the internal ISDN telephonic units in accordance with a nonstandard protocol which is different from the ISDN standard protocol.

15. The automatic call distribution system of claim 14 in which said ISDN standard communications protocol includes at least one of

(a) generation of an off-hook signal from the ISDN telephonic units, and

(b) ringer actuation by ringing voltage received from the multiport switch.

16. In an automated call distribution system with a computer controlled multiport switch for selectively interconnecting a plurality of internal ISDN telephonic units with a plurality of incoming calls from external telephonic units, a method of making ISDN compatible call connections with the internal telephonic units, comprising the steps of:

determining whether the internal ISDN telephonic units are in an active state in which they are not ready to receive a call immediately or in an idle state in which they are ready to receive a call immediately;

selectively interconnecting incoming calls to internal ISDN telephonic units determined to be in an idle state in accordance with an ISDN standard communication protocol; and

selectively interconnecting incoming calls to the internal ISDN telephonic units determined to be in the active state in accordance with a nonstandard protocol which is different from the ISDN standard protocol.

17. The method of claim 16 in which said ISDN protocol requires at least one of

(a) generation of an off-hook signal from the ISDN telephonic units, and

(b) ringer actuation by ringing voltage received from the multiport switch.

18. In an automatic call distribution system with a computer controlled automatic call distributor for selectively interconnecting telephonic calls received from external telephonic units of an external telephonic network to interior telephonic units having hook switches, the improvement comprising:

means for providing the interior telephonic units with ISDN characteristics to make them interior ISDN telephonic units;

means for disconnecting telephonic calls at the interior ISDN telephonic units received from the external telephonic units;

means responsive to the disconnecting means for automatically indicating to the automatic call distributor that the interior ISDN telephonic units are in an off-hook state independent of actuation of hook switches of the interior ISDN telephonic units; and

means responsive to actuating the indicating means for directly connecting calls from the external telephonic units to the interior ISDN telephonic units independent of actuation of hook switches.

19. In an automatic call distribution system with a call distributor for selectively interconnecting telephonic calls from external telephonic units of an external telephonic switching network with a plurality of internal telephonic units in which each of the internal telephonic units has a releasably connectable audio communication device, the improvement comprising:

means for providing the internal telephonic units with ISDN characteristics to make them ISDN telephonic units;

means at one of the ISDN telephonic units for detecting disconnection of an audio communication device from the one of the ISDN telephonic units;

means responsive to the detecting means for transmitting a message which indicates disconnection of a headset from the one of the ISDN telephonic units to the call distributor in accordance with a standard ISDN protocol; and

means at the call distributor responsive to receipt of said message from the one of the ISDN telephonic units for preventing the interconnection of incoming telephonic calls to the one of the internal ISDN telephonic units at which the headset is disconnected.

20. In an automatic call distribution system with a call distributor for selectively interconnecting telephonic calls from external telephonic units of an external telephonic switching network with a plurality of internal telephonic units in which each of the internal telephonic units has a releasably connectable audio communication device, a method of making ISDN compatible call connections with the internal telephonic units, comprising the steps of:

providing the interior telephonic units with ISDN characteristics to make them ISDN telephonic units;

detecting disconnection of an audio communication device from one of the ISDN telephonic units;

transmitting a message which indicates disconnection of the audio communication device from one of the ISDN telephonic units to the call distributor in accordance with a standard ISDN protocol; and

preventing the interconnection of incoming telephonic calls to the one of the ISDN telephonic units at which the audio communication device is disconnected.

21. In an automatic call distribution system having a computer controlled multiport switch for selectively interconnecting a plurality of internal telephonic units with a plurality of external telephonic units of an external telephonic switching network, the improvement comprising:

means for providing the internal telephonic units with ISDN characteristics;

means for creating a conference call between at least two external telephonic units and an ISDN internal telephonic unit; and

means associated with the ISDN internal telephonic unit for placing one of the external telephonic units on hold with a single key actuation while maintaining the conference call between the ISDN internal telephonic unit and at least one other of the external telephonic units.

22. In an automatic call distribution system having a computer controlled multiport switch for selectively interconnecting a plurality of internal telephonic units with a plurality of external telephonic units of an external telephonic switching network, a method of making ISDN compatible call connections with the internal telephonic units, comprising the steps of:

providing the internal telephonic units with ISDN characteristics;

creating a conference call between at least two external telephonic units and an ISDN internal telephonic unit; and

placing one of the external telephonic units on hold with a single key actuation while maintaining the conference call between the ISDN internal telephonic unit and at least one other of the external telephonic units.

23. In an automatic call distribution system having a multiport switch for selectively interconnecting a plurality of external telephonic units of an external switching network to a plurality of internal telephonic units of the call distribution system, the improvement comprising:

means for providing the internal telephonic units with ISDN characteristics to make them ISDN internal telephonic units;

means at the ISDN internal telephonic units for establishing a multiple party telephonic conference call;

means associated with the ISDN internal telephonic units for placing one of the parties to a telephonic conference call on hold; and

means associated with the ISDN internal telephonic units for acknowledging to the multiport switch the ability to reconnect the party placed on hold to the multiple party conference call.

24. In an automatic call distributor system having a multiport switch for selectively interconnecting a plurality of external telephonic units of an external switching network to a plurality of internal telephonic units of the call distribution system, a method of making ISDN compatible call connections with the internal telephonic units, comprising the steps of:

providing the internal telephonic units with ISDN characteristics to make them ISDN internal telephonic units;

establishing a multiple party telephonic conference call;

placing one of the parties to the telephonic conference call on hold; and

acknowledging to the multiport switch the ability to reconnect the party placed on hold to the multiple party conference call.

25. In an automatic call distribution system with a computer controlled multiport switch for selectively interconnecting a plurality of external telephonic units of an external telephonic switching network with a plurality of internal telephonic units of the call distribution system, the improvement comprising:

means for providing the internal telephonic units with ISDN characteristics to make them ISDN internal telephonic units;

means for connecting a two way voice path from one ISDN internal telephonic unit to an existing incoming telephonic call between one external telephonic unit and another ISDN internal telephonic unit to create a conference call; and

means responsive to the connecting means for indicating at the other ISDN internal telephonic unit of the creation of the two way voice path connection from the one ISDN internal telephonic unit with the existing incoming telephonic call connection.

26. In an automatic call distribution system with a computer controlled multiport switch for selectively interconnecting a plurality of external telephonic units of an external telephonic switching network with a plurality of internal telephonic units of the call distribution system, a method of making ISDN compatible call connections with the internal telephonic units, comprising the steps of:

providing the internal telephonic units with ISDN characteristics to make them ISDN internal telephonic units;

connecting a two way voice path from one ISDN internal telephonic unit to an existing incoming telephonic call between one external telephonic unit and another ISDN internal telephonic unit to create a conference call; and

indicating at the other ISDN internal telephonic unit of creation of the two way voice path connection from the one ISDN internal telephonic unit to the existing incoming telephonic call connection.

27. In an automatic call distribution system having a switch for selectively interconnecting a plurality of external telephonic units of an external telephonic switching network with a plurality of internal telephonic units of the call distribution system, the improvement comprising:

means for providing the internal telephonic units with ISDN characteristics to make them ISDN internal telephonic units;

means for connecting multiple parties to an ISDN internal telephonic unit to establish a multiple party conference call at the ISDN internal telephonic unit between the ISDN internal telephonic unit, the external telephonic units and other ISDN internal telephonic units; and

means responsive to actuation of a single key at the ISDN internal telephonic unit for disconnecting all the connected parties to the ISDN internal telephonic unit.

28. In an automatic call distribution system having a switch for selectively interconnecting a plurality of external telephonic units of an external telephonic switching network with a plurality of internal telephonic units of the call distribution system, a method of making ISDN compatible call connections with the internal telephonic units, comprising the steps of:

providing the internal telephonic units with ISDN characteristics to make them ISDN internal telephonic units;

connecting multiple parties to one ISDN internal telephonic unit to establish a multiple party conference call at the one ISDN internal telephonic unit between the one ISDN internal telephonic unit, external telephonic units and other ISDN internal telephonic units; and

disconnecting all the connected parties to the one ISDN internal telephonic unit in response to actuation of a single key at the one ISDN internal telephonic unit.

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

means for providing an internal telephonic unit with ISDN characteristics to make it an ISDN internal telephonic unit;

means for automatically preventing the activation of a ringer at the ISDN internal telephonic unit;

means for detecting that the ISDN internal telephonic unit is in an unavailable state; and

means for activating the ringer in response to receipt of a telephonic call from the multiport switch to the ISDN internal telephonic unit in the unavailable state.

30. In an automatic call distribution system having a multiport switch for selectively interconnecting a plurality of external telephonic units of an external telephonic network with internal telephonic units of the automatic call distribution system, a method of making ISDN compatible call connections with the internal telephonic units, comprising the steps of:

providing the internal telephonic units with ISDN characteristics to make them ISDN internal telephonic units;

preventing the activation of a ringer at an internal telephonic unit;

detecting that the internal telephonic unit is in an unavailable state; and

activating the ringer in response to receipt of a telephonic call from the multiport switch to the internal telephonic unit in the unavailable state.