Automatic call distributor with telephonic call holding system

• US 5,546,454 A
• Filed: 03/21/1994
• Issued: 08/13/1996
• Est. Priority Date: 03/21/1994
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Harrington, Noreen A.
• Primary Examiner(s): Hofsass, Jeffery
• Assistant Examiner(s): Dharia, Parag
• Application Number:
  US08/215,839
• Time in Patent Office: 876 Days
• Field of Search: 379/157, 379/162, 379/163, 379/164, 379/210, 379/211, 379/212, 379/208, 379/214, 379/218, 379/265, 379/266, 379/309, 379/393, 379/396
• US Class Current: 379/266.01
• CPC Class Codes: H04M 3/4283 Call holding circuits
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/62 Keyboard equipment in key telephone systems H04M9/003
• CPC Class Codes: H04M 9/003 Transmission of control signals from or to the key telephone set; signalling equipment at key telephone set, e.g. keyboard or display equipment keyboard equipment in semi-automatic systems H04M3/62
• CPC Class Codes: H04M 9/005 with subscriber controlled access to an exchange line

Abstract

An automatic call distributor (20) having a multiport switch (22) controlled by a central control unit (24) for interconnecting telephonic calls received from external telephonic units (28) of an external telephonic public switching network (30) with multiline internal telephonic units (32A-N) and for interconnecting telephonic calls from other internal telephonic units (32A-N) coupled with the call distributor (20), with a telephonic call holding system (25) for removing a hold placed on one of a plurality of lines representative of line keys (44A, 44B, 44C) of a multiline internal telephonic unit (32A) and for causing the central control unit (24) to automatically place another hold on another line of the internal telephonic unit (32A) in response to receipt of a signal from a basic rate line circuit (36) upon actuation of a key at the internal telephonic unit (32A) to remove the hold placed on the one of the plurality of lines representative of line keys (44A, 44B, 44C) of the internal telephonic unit (32A).

Claims

1. In an automatic call distributor having a multiport switch controlled by a central control unit for interconnecting telephonic calls received from external telephonic units of an external telephonic public switching network with internal telephonic units and for interconnecting telephonic calls from other internal telephonic units coupled with the call distributor, the improvement being a telephonic call holding system, comprising:

means for establishing a voice path connection between an internal telephonic unit and another internal telephonic unit over one of a plurality of lines in which both the internal telephonic unit are at the automatic call distributor and are connected to the multiport switch;

means at the internal telephonic unit for placing on hold the one of a plurality of lines of the other internal telephonic unit having the voice path connection; and

means for enabling the other internal telephonic unit with the one of the plurality of lines being held to also put on hold the one of the plurality of lines being held by the internal telephonic unit.

2. The telephonic call holding system of claim 1 in which the enabling means only enables the other internal telephonic unit to also place on hold the one of the plurality of lines being held by the internal telephonic unit if at least one other line of the other internal telephonic unit has already been placed on hold at the other internal telephonic unit.

3. The telephonic call holding system of claim 2 including means for removing the at least one other line of the other internal telephonic unit from being on hold.

4. The telephonic call holding system of claim 3 including means responsive to the hold removing means for automatically placing on hold the one of the plurality of lines of the other internal telephonic unit that is being held by the internal telephonic unit.

5. The telephonic call holding system of claim 2 including means responsive to the enabling means for permitting the other internal telephonic unit to initiate an outdial telephonic call.

6. The telephonic call holding system of claim 2 including means responsive to the enabling means for transferring a telephonic call on the one other line of the other internal telephonic unit which has been placed on hold to a third internal telephonic unit.

7. The telephonic call holding system of claim 1 including means for connecting a telephonic call placed in a queue to the other internal telephonic unit only if the one of the plurality of lines put on hold by the other internal telephonic unit is only the one of the plurality of lines at the other internal telephonic unit having a different existing telephonic call associated with the plurality at lines of the other internal telephonic unit.

8. The telephonic call holding system of claim 2 including means associated with the other internal telephonic unit for indicating a call status on the at least one of the plurality of lines of the other internal telephonic unit.

9. The telephonic call holding system of claim 8 in which the call status indicating means includes means for providing a call status indication of at least one of a call condition of

(a) a telephonic call being placed on hold on one of the plurality of lines at the other internal telephonic unit,

(b) one of the plurality of lines being held on the other internal telephonic unit,

(c) one of the plurality of lines is being held by the internal telephonic unit and also being placed on hold at the other internal telephonic unit, and

(d) a telephonic call connection being on one of the plurality of lines of the other internal telephonic unit.

10. The telephonic call holding system of claim 9 in which the call status includes means including all of the plurality of conditions of (a)-(d).

11. The telephonic call holding system of claim 9 in which the call status indicating means includes

a plurality of light signaling devices respectfully associated with a plurality of line keys on a keyboard of the other internal telephonic unit, each of said plurality of line keys corresponding to each of the lines of the internal telephonic unit, and

a display screen on the other internal telephonic unit for visually displaying text information regarding the call status of the plurality of lines of the internal telephonic unit.

12. In a automatic call distributor having a multiport switch controlled by a central control unit for interconnecting telephonic calls received from external telephonic units of an external telephonic public switching network with internal telephonic units and for interconnecting telephonic calls received from other internal telephonic units coupled with the call distributor, the improvement being a telephonic call holding system, comprising:

means for placing a hole on one of a plurality of lines of one internal telephonic unit in which the one internal telephonic unit is at the automatic call distributor and connected to the multiport switch

means for removing the hold placed on the one of the plurality of lines of the one internal telephonic unit; and

means responsive to removing the hold placed on the one of the plurality of lines of the one internal telephonic unit for automatically placing another hold on another line of the one internal telephonic unit.

13. The telephonic call holding system of claim 12 including means for enabling the hold removing means to place the other hold on the other line of the one internal telephonic unit when the other line of the one internal teleDhonic unit is already being held.

14. The telephonic call holding system of claim 12 in which the hold removing means removes the hold placed on the one of the plurality of lines of the one internal telephonic unit if at least one other line is already being held at the one internal telephonic unit.

15. The telephonic call holding system of claim 13 including means responsive to the hold removing means for establishing a two way voice communication path on the one of the plurality of lines from which the hold in removed.

16. The telephonic call holding system of claim 13 including means responsive to the enabling means for permitting the internal telephonic unit to initiate an outdial call.

17. The telephonic call holding system of claim 13 including means responsive to the enabling means for transferring a telephonic call on the one of the plurality of lines of the internal telephonic unit in which the hold is removed to another internal telephonic unit.

18. The telephonic call holding system of claim 13 including means for connecting a telephonic call placed in a queue to the internal telephonic unit only if the other line already being held and placed on hold at the internal telephonic unit is the only line at the internal telephonic unit which is placed on hold.

19. The telephonic call holding system of claim 13 including means associated with the internal telephonic unit for indicating a call status on the plurality of lines of the internal telephonic unit.

20. The telephonic call holding system of claim 19 in which the call status indicating means includes a call status indication of at least one of a call condition of

(a) a telephonic call being placed on hold on one of the plurality of lines at the internal telephonic unit,

(b) one of the plurality of lines being held at the internal telephonic unit,

(c) one of the plurality of lines both being held and being placed on hold at the internal telephonic unit, and

(d) a telephonic call connection being on one of the plurality of lines of the internal telephonic unit.

21. The telephonic call holding system of claim 20 in which the call status indicating means including all of the plurality of the call conditions of (a)-(d).

22. The telephonic call holding system of claim 20 in which the call status indicating means includes

a plurality of light signaling devices respectively associated with a plurality of line keys corresponding to each of the lines of the internal telephonic unit,

said light signaling devices emitting different colored light and flashing at varying periodic rates to indicate different call status at their respective line keys, and

a display screen on the internal telephonic unit for visually displaying text information regarding the call status of the plurality of lines of the internal telephonic unit.