Method and apparatus for processing an incoming call in a communication system

• US 5,581,604 A
• Filed: 02/26/1996
• Issued: 12/03/1996
• Est. Priority Date: 09/13/1993
• Status: Expired due to Term

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Active Voice Corporation (Cisco Systems, Inc.)
• Inventors: Robinson, Michael J., Greco, Robert C.
• Primary Examiner(s): Brown, Thomas W.
• Assistant Examiner(s): Hunter, Daniel S.
• Application Number:
  US08/607,192
• Time in Patent Office: 281 Days
• Field of Search: 379/67, 379/76, 379/71, 379/84, 379/88, 379/89, 379/210, 379/211, 379/212, 379/213, 379/214, 379/215, 379/265, 379/266, 379/309
• US Class Current: 379/88.13
• CPC Class Codes: H04M 1/575 Means for retrieving and displaying personal data about calling party
• CPC Class Codes: H04M 1/642 storing speech in digital form
• CPC Class Codes: H04M 1/663 Preventing unauthorised calls to a telephone set
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• 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 3/527 Centralised call answering arrangements not requiring operator intervention
• 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 automated attendant functions with numerous selectable options. The options include selecting one of many greetings to be given to the caller before putting the caller on hold or sending the caller to voice mail, recording a new greeting for the caller after learning the caller'"'"'s identity, re-routing the call and adding an audio message to be delivered to the substitute called party before the call is connected. A display screen with a cursor is used to facilitate presentation of information and options to the telephone user and selection of options by the telephone user.

Claims

1. A telephone call processor for processing a call from a caller to a called party'"'"'s extension within a communication system, comprising:

a) means for receiving the call from the caller;

b) means for sending a notification to the called party indicating receipt of the call; and

c) means for receiving from the called party a selected response to the notification, the response being selected from two or more possible responses, the two or more possible responses including

     1) to forward the call to a voice message recorder with a first greeting presented to the caller, and

     2) to forward the call to a voice message recorder with a second greeting presented to the caller.

2. The call processor of claim 1 wherein the communication system includes a plurality of extensions, one of which is the called party'"'"'s extension, the first greeting is a prerecorded greeting available for use only at the called party'"'"'s extension, and the second greeting is a prerecorded greeting available for use at other extensions as well as the called party'"'"'s extension.

3. The call processor of claim 1 wherein the first greeting is prerecorded and the second greeting includes voice sounds spoken by the called party after receiving the notification.

4. The call processor of claim 1 wherein element a) further includes means for determining information regarding the caller and element b) further includes means for forwarding such information to the called party.

5. The call processor of claim 1 wherein element b) further includes means for sending to the called party a prompt describing with words possible responses.

6. The call processor of claim 5 wherein the prompt is presented on a display.

7. A call processor for processing a call from a caller to a called party, comprising:

a) means for receiving the call from the caller;

b) means for sending to the called party a notification of receipt of the call;

c) means for receiving from the called party a command to re-route the call to a substitute telephone number;

d) means for receiving from the called party a first audio message;

e) means for recording the first audio message; and

f) means for transmitting the recorded first audio message to one of the substitute telephone number or the caller.

8. The call processor of claim 7 further comprising:

(a) means for receiving a second audio message from the called party,

(b) means for transmitting the first audio message to the caller, and

(c) means for transmitting the second audio message to the substitute extension number.

9. The call processor of claim 7 wherein element a) further includes means for determining information regarding the caller and element b) further includes means for forwarding such information to the called party.

10. The call processor of claim 7 wherein element b) further includes means for sending to the called party a prompt describing with words possible responses.

11. The call processor of claim 10 wherein the prompt is presented on a display.

12. A telephone call processor for processing a call from a caller to a called party'"'"'s extension within a communication system, comprising:

a) means for receiving the call from the caller;

b) means for sending a notification to the called party indicating receipt of the call; and

c) means for receiving from the called party a selected response to the notification, the response being selected from two or more possible responses, the two or more possible responses including

     1) to place the caller on hold with a first greeting presented to the caller, and

     2) to place the caller on hold with a second greeting presented to the caller.

13. The call processor of claim 12 wherein the communication system includes a plurality of extensions, one of which is the called party'"'"'s extension, the first greeting is a prerecorded greeting available for use only at the called party'"'"'s extension, and the second greeting is a prerecorded greeting available for use at other extensions as well as the called party'"'"'s extension.

14. The call processor of claim 12 wherein the first greeting is prerecorded and the second greeting includes voice sounds spoken by the called party after receiving the notification.

15. The call processor of claim 12 wherein element b) further includes means for sending to the called party a prompt describing with words possible responses and presenting the prompt on a display.

16. A method for processing a call from a caller to a called party'"'"'s extension within a communication system, comprising:

a) receiving the call from the caller;

b) sending a notification to the called party indicating receipt of the call; and

c) receiving from the called party a selected response to the notification, the response being selected from two or more possible responses, the two or more possible responses including

     1) to forward the call to a voice message recorder with a first greeting presented to the caller, and

     2) to forward the call to a voice message recorder with a second greeting presented to the caller.

17. A method for a communication system to process a call from a caller to a called party, comprising the steps of:

a) receiving the call from the caller;

b) sending to the called party a notification of receipt of the call;

c) receiving from the called party a command to re-route the call to a substitute telephone number;

d) receiving from the called party an audio message;

e) recording the audio message; and

f) transmitting the recorded audio message to one of the substitute telephone number or the caller.

18. A method for a communication system to process a call from a caller to a called party, comprising the steps of:

a) receiving the call from the caller;

b) sending to the called party a notification of receipt of the call;

c) receiving from the called party a selected response to the notification, the response being selected from two or more possible responses, the two or more possible responses including

     1) to place the caller on hold with a first greeting presented to the caller, and

     2) to place the caller on hold with a second greeting presented to the caller.

19. The method of claim 18 wherein the communication system includes a plurality of extensions, one of which is the called party'"'"'s extension, the first greeting is a prerecorded greeting available for use only at the called party'"'"'s extension, and the second greeting is a prerecorded greeting available for use at other extensions as well as the called party'"'"'s extension.

20. The method of claim 18 wherein the first greeting is prerecorded and the second greeting includes voice sounds spoken by the called party after receiving the notification.

21. The method of claim 18 wherein element b) further includes means for sending to the called party a prompt describing with words possible responses and presenting the prompt on a display.