Call processor for a computer telephone integration system

• US 5,642,410 A
• Filed: 03/15/1996
• Issued: 06/24/1997
• Est. Priority Date: 02/18/1994
• Status: Expired due to Term

• Current Assignee: Calabrio
• Original Assignee: Aurora Systems Inc (Allegion PLC)
• Inventors: Gasparro, Paul M., Walsh, Maryann P.
• Primary Examiner(s): Brown, Thomas W.
• Assistant Examiner(s): Wolinsky, Scott
• Application Number:
  US08/616,956
• Time in Patent Office: 466 Days
• Field of Search: 379/67, 379/88, 379/89, 379/94, 379/96, 379/201, 379/202, 379/203, 379/204, 379/205, 379/206, 379/207, 379/211, 379/212, 379/112, 379/127, 379/128, 379/130, 379/131, 379/132 , 379/91, 379/95, 379/214, 379/265, 379/266, 379/309, 379/142, 379/213, 379/245, 379/136, 379/198
• US Class Current: 379/201.04
• CPC Class Codes: H04M 1/663 Preventing unauthorised calls to a telephone set
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/42314 in private branch exchanges
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• 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

Abstract

A rule-based computer-telephone integration system including a telephone system for transmitting call information, a computer in communication with the telephone system including a plurality of application programs having data retrievable in response to call information transmitted by the telephone system, and a call processor operable on the computer including routines for uniformly establishing precedential rules for retrieving the application program data based on call information and for automatically executing the established precedential rules in response to transmitted call information.

Claims

1. A computer telephone integration system comprising

a telephone interface to a telephone system that extracts call information from the telephone system;

a computer integrated with said telephone interface, the computer having a plurality of independent application programs that are operable on the computer and having data that is retrievable by any one of the plurality of independent application programs;

a call processor means, operable on said computer and responsive to the call information received by the computer from the telephone interface at the reception of an incoming call or to call information provided by a user at an initiation of an outgoing call, for uniformly establishing first commands for retrieving and tunning any one of said independent application programs and second commands for retrieving data associated with the any one of the independent application programs;

a means for associating the first commands end the second commands with said call information; and

a means for automatically executing the first commands and the second commands in response to receipt of said call information.

2. The computer telephone integration system of claim 1, wherein the call processor means further includes a means for establishing a window for the any one of the independent application programs to be run in and for the data associated with the any one of the independent application programs to be retrieved and displayed in.

3. The computer telephone integration system of claim 1, wherein the means for automatically executing includes a means for inserting the call information into the second commands to retrieve the data associated with the any one of the independent application programs.

4. The computer telephone integration system of claim 1 in which said means for associating includes a means for uniformly establishing precedential rules for handling the incoming call or the outgoing call, each precedential rule having criteria which the call information must meet before said precedential rule is executed and each rule having an action to be taken if the call information meets the criteria.

5. The computer telephone integration system of claim 4, wherein the means for uniformly establishing the precedential rules includes a means for entering the criteria and for entering the action to be taken.

6. The computer telephone integration system of claim 4 in which said criteria include at least one of a calling party'"'"'s number, a called party'"'"'s number, time of day information, and DTMF information.

7. The computer telephone integration system of claim 4, in which said means for uniformly establishing precedential rules includes a means for denoting an order of priority for evaluating the precedential rules.

8. The computer telephone integration system of claim 4 in which said call processor means includes a means for analyzing which rule criteria are met by the call information.

9. The computer telephone integration system of claim 8, in which one action of said precedential rules is to accept the incoming call received by the computer when the call information received by the computer at the reception of the incoming call meets the criteria of the rule.

10. The computer telephone integration system of claim 8, in which one action of said precedential rules is to forward the incoming call received by the computer to a predefined destination, when the call information received by the computer at the reception of the incoming call meets the criteria of the rule.

11. A system for uniformly establishing a call handling system on a computer integrated with a telephone system, comprising:

a call processor means, operable on the computer and responsive to call information, for uniformly establishing first commands for retrieving and running any one of a plurality of independent application programs that are operable on the computer, and for uniformly establishing second commands for retrieving data associated with the any one of the independent application programs;

a means for associating the first commands and the second commands with the call information received by the computer from the telephone system at the reception of an incoming call or provided by a user at the initiation of an outgoing call; and

a means for automatically executing the first commands and the second commands upon receipt of the call information.

12. The system of claim 11, in which the means for associating includes a means for uniformly establishing precedential rules for handling the incoming call or the outgoing call, each precedential rule having criteria which the call information must meet before the precedential rule is executed and each rule having an action to be taken if the call information meets the criteria.

13. The system of claim 12, in which said means for uniformly establishing precedential rules further includes a means for assigning an order of priority for evaluating said precedential rules.

14. The system of claim 13 further including a means for establishing the criteria for each rule of said precedential rules.

15. The system claim 14, wherein the criteria include at least one of a calling party'"'"'s number, a called party'"'"'s number, time of day information, and DTMF information.

16. The system of claim 14 further including a means for detecting an incoming call from said telephone system and for extracting said call information from the incoming call.

17. The system of claim 16, wherein one action of the precedential rules is to accept the incoming call from the telephone system when the call information received from the telephone system meets the criteria of the rule.

18. The system of claim 16, wherein one action of the precedential rules is to forward the incoming call received from the telephone system to a predefined destination when the call information received from the telephone system meets the criteria of the rule.

19. The system of claim 14, further including a means for analyzing which rule criteria are met by the call information.

20. A method of establishing a computer telephone integration system comprising the steps of:

providing a computer integrated with a telephone system, the computer having a plurality of independent application programs operable thereon, and having data that is retrievable by any one of the plurality of independent application programs;

receiving, with the computer, call information provided by a user at the initiation of an outgoing call or call information from said telephone system at the reception of an incoming call;

uniformly establishing and storing on said computer first commands for retrieving and running at least one independent application program of said plurality of independent application programs and second commands for retrieving data associated with the at least one independent application program;

associating the first commands and the second commands with said call information; and

automatically executing the first commands and the second commands in response to receiving said call information.

21. The method of claim 20, wherein the step of automatically executing includes providing a window to run the application program in and to display the data retrieved with the application program.

22. The method of claim 20, wherein the step of automatically executing includes inserting the call information in the second commands to retrieve the data associated with the application program.

23. The method of claim 20 further including the step of establishing precedential rules for handling the incoming call and the outgoing call including criteria which the call information must meet before the rules are executed.

24. The method of claim 23 in which the step of establishing precedential rules includes the step of denoting at least one of a calling party'"'"'s number, a called party'"'"'s number, time of day information, and DTMF information.

25. The method of claim 23, further including the step of analyzing which rule criteria are met by the call information.

26. The method of claim 25, wherein the step of analyzing includes analyzing the rule criteria in an order of priority.

27. The method of claim 23, further including the step of accepting an incoming call received from said telephone system when the call information meets the criteria.

28. The method of claim 23, further including the step of transferring an incoming call received from said telephone system to a predefined destination when the call information meets the criteria.

29. A method for uniformly establishing a system for call handling on a computer integrated with a telephone system, the method comprising the steps of:

uniformly establishing and storing on the computer first commands for retrieving and running any one of a plurality of independent application programs operable on the computer, and second commands for retrieving data associated with the any one of the plurality of independent application programs;

associating the first commands and the second commands with call information received by the computer from the telephone system at the reception of an incoming call or provided by a user at the initiation of an outgoing call; and

automatically executing the first commands and the second commands upon receipt of the call information.

30. The method of claim 29, further comprising the step of establishing precedential rules for handling the incoming call and the outgoing call including entering and storing the precedential rules on the computer in an order of priority.

31. The method of claim 30 wherein the step of establishing the precedential rules includes the step of entering and storing criteria which the call information must meet before a precedential rule is invoked.

32. The method of claim 31, wherein the step of establishing the precedential rules includes the step of entering and storing an action to be taken if said criteria is met and said precedential rule is invoked.

33. The method of claim 32 in which the step of automatically executing includes the step of extracting said call information from said incoming call.

34. The method of claim 33 in which the step of automatically executing further includes the step of searching through said stored rules in the order of priority until the criteria of the call information matches the criteria of said rule.