Telephone auto attendant system for delivering chosen greetings to callers while on the phone

• US 5,533,102 A
• Filed: 05/24/1995
• Issued: 07/02/1996
• Est. Priority Date: 09/22/1993
• Status: Expired due to Term

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Active Voice
• Inventors: Robinson, Michael J., Greco, Robert C.
• Primary Examiner(s): Hofsass, Jeffery
• Assistant Examiner(s): Wolinsky, Scott
• Application Number:
  US08/449,569
• Time in Patent Office: 405 Days
• Field of Search: 379/201, 379/98, 379/265, 379/266, 379/67, 379/210, 379/218, 379/202, 379/211, 379/212, 379/96, 379/213, 379/214, 379/309, 379/92, 379/142, 379/267, 379/308, 379/57, 379/58 , 379/215, 379/230, 379/127, 379/93
• US Class Current: 379/88.25
• CPC Class Codes: H04M 1/575 Means for retrieving and displaying personal data about calling party
• CPC Class Codes: H04M 1/6505 storing speech in digital form
• CPC Class Codes: H04M 1/663 Preventing unauthorised calls to a telephone set
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 3/428 Arrangements for placing incoming calls on hold
• CPC Class Codes: H04M 3/436 Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; diversion H04M3/54
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 3/5335 Message type or catagory, e.g. priority, indication
• CPC Class Codes: H04M 3/53366 Message disposing or creating aspects
• CPC Class Codes: H04M 3/537 Arrangements for indicating the presence of a recorded message , whereby the presence information might include a preview or summary of the message

Abstract

A method and apparatus for providing a telephone user with information concerning a caller. The call by the caller causes information concerning the caller to be transferred over a communication channel, separate from the one used by the telephone user, connected to a PC located near the telephone user. The information is displayed in the form of symbols on a PC display, and the telephone user can respond to the information without having to answer the call. If desired, the telephone user can cause the PC to play an audio record concerning the caller. The information displayed can be developed from the caller or from a database, or both.

Claims

1. A method for processing an incoming call in a telephonic system, the system including a visual display visible to a user, whereby the user is provided with information about a telephone call received by the system from a caller, which call is directed to the user, and the user is given a choice of possible responses for handling the call while the user is presently engaged in on-going voice communications with a first party via a first telephonic communication channel, the method comprising the steps of:

(a) establishing a second communication channel between the telephonic system and the user'"'"'s display while leaving the on-going voice communications via the first telephonic communication channel intact;

(b) transmitting a message from the telephonic system to the user'"'"'s display over the second communication channel, the message including visual symbols representing information concerning the telephone call and displaying the visual symbols on the display;

(c) making available to the user a possible response to the message which response consists of choosing one of a plurality of greetings to be audibly played to the caller;

(d) the telephonic system receiving from the user a response indicating the user'"'"'s chosen greeting, the response being given by the user through an input device; and

(e) audibly playing the chosen greeting to the caller.

2. The method of claim 1, wherein the input device includes an audio input component and the greeting is chosen by the user speaking the greeting to the audio input component which captures the greeting and forwards to the system an electrical signal representing the greeting.

3. The method of claim 1, wherein said greetings are prerecorded.

4. The method of claim 3 wherein the display and input device are coupled to a personal computer.

5. The method of claim 4 wherein the second communication channel is a local area network connected between the telephonic system and the personal computer.

6. The method of claim 1 wherein the step of visually displaying the message from the telephonic system to the user on the display device includes the display of information concerning the call, the information being derived from the circumstances of the call made by the caller.

7. The method of claim 6 wherein the information displayed concerning the call includes caller identification where the identification is determined by one of the following methods:

(i) voice recognition of the caller'"'"'s voice;

(ii) response keyed by the caller to a voice prompt given to the caller; and

(iii) caller'"'"'s number identification.

8. The method of claim 7 wherein the information displayed concerning the call further includes information derived from a database maintained by the user.

9. The method of claim 1 wherein the step of making available to the user a possible response to the message includes the display of information concerning possible alternative responsive actions available to the user for responding to the message.

10. The method of claim 9 wherein the alternative responsive actions available to the user include audibly playing to the caller the chosen greeting and performing one of:

(i) put the caller on hold;

(ii) reroute the call to a designated substitute called party; and

(iii) take a recorded voice message.

11. The method of claim 10 wherein the rerouting of the call to a substitute called party further comprises:

receiving from the user an explanation to be audibly played to the substitute called party and audibly playing the explanation to the substitute called party.

12. The method of claim 10 wherein the display and input device are coupled to a personal computer.

13. The method of claim 12 wherein the second communication channel is a local area network connected between the telephonic system and the personal computer.

14. The method of claim 1 wherein the second communication channel is also connected to an audio speaker at the user'"'"'s location and, in addition to transmitting a message from the telephonic system to the user'"'"'s display, also audibly playing a voice message from the telephonic system via the second communication channel and the audio speaker before receiving from the user a response indicating the user'"'"'s chosen greeting.

15. The method of claim 14 wherein the display and audio speaker are coupled to a personal computer.

16. The method of claim 15 wherein the second communication channel is a local area network connected between the telephonic system and the personal computer.

17. A telephonic system for processing an incoming call, the system connected to a visual display visible to a user, an input device available to the user, and a telephone for enabling the user to engage in on-going voice communications with a first party via a first telephonic communication channel, wherein the system is connected to the display via a second communication channel, the system comprising:

(a) means for transmitting a message from the telephonic system to the user'"'"'s display over the second communication channel while leaving the on-going voice communications via the first telephonic communication channel intact, the message including visual symbols representing information concerning a telephone call received by the system from a caller, which call is directed to the user;

(b) means for making available to the user a possible response to the message which response consists of choosing one of a plurality of greetings to be audibly played to the caller;

(c) means for receiving from the user a response indicating the user'"'"'s chosen greeting, the response being given by the user through the input device; and

(d) means for audibly playing the chosen greeting to the caller.

18. The telephonic system of claim 17, wherein the input device includes an audio input component into which the user may speak a chosen greeting.

19. The telephonic system of claim 17, wherein said greetings are precorded.

20. The telephonic system of claim 19 wherein the second communication channel is adapted for connecting to a personal computer to which are connected the display and the input device.

21. The telephonic system of claim 20 wherein the second communication channel is a local area network connected between the telephonic system and the personal computer.

22. The telephonic system of claim 17 wherein the message from the telephonic system to the display includes information concerning the call, the information derived from the circumstances of the call made by the caller.

23. The telephonic system of claim 22 wherein the information concerning the call includes caller identification where the identification is determined by one of the following methods:

(i) voice recognition of the caller'"'"'s voice; and

(ii) response keyed by caller to a voice prompt given to the caller; and

(iii) caller'"'"'s number identification.

24. The telephonic system of claim 23 wherein the information concerning the call further includes information derived from a database maintained by the user.

25. The telephonic system of claim 17 further comprising means for including in the message information concerning possible alternative responsive actions available to the user for responding to the message.

26. The telephonic system of claim 25 wherein the information concerning possible responsive actions available to the user includes audibly playing to the caller the chosen greeting and performing one of:

(i) put the caller on hold,

(ii) reroute the call to a designated substitute called party, and

(iii) take a recorded voice message.

27. The telephonic system of claim 26 further comprising:

means for receiving from the user an explanation to be audibly played to the substitute called party and audibly playing the explanation to the substitute called party.

28. The telephonic system of claim 26 wherein the second channel is adapted for connection to a personal computer to which the display and input device are coupled.

29. The telephonic system of claim 28 wherein the second communication channel is a local area network connected between the telephonic system and the personal computer.

30. The telephonic system of claim 17 wherein the second communication channel is also connected to an audio speaker at the user'"'"'s location and the system includes means for audibly playing a voice message from the telephonic system via the second communication channel and the audio speaker.

31. The telephonic system of claim 30 wherein the display and audio speaker are coupled to a personal computer.

32. The telephonic system of claim 31 wherein the second communication channel is a local area network connected between the telephonic system and the personal computer.