Flexible customer controlled telecommunications handling

• US 5,657,383 A
• Filed: 06/06/1995
• Issued: 08/12/1997
• Est. Priority Date: 06/06/1995
• Status: Expired due to Term

• Current Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: Gerber, Eugene, Otto, Mary Rita, Senneke, Wayne Alan
• Primary Examiner(s): Zele, Krista M.
• Assistant Examiner(s): Hunter, Daniel S.
• Application Number:
  US08/470,238
• Time in Patent Office: 798 Days
• Field of Search: 379/207, 379/211, 379/212, 379/220, 379/221, 379/229, 379/231, 379/234, 379/265, 379/266
• US Class Current: 379/266.01
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• CPC Class Codes: H04M 3/487 Arrangements for providing information services, e.g. recorded voice services or time announcements
• 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 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 3/54 Arrangements for diverting calls for one subscriber to another predetermined subscriber based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; to voice mail H04M3/53308
• CPC Class Codes: H04M 7/00 Arrangements for interconnection between switching centres
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

A central office controlled private branch exchange (PBX) is enhanced to provide more flexible services through the addition of new call vectors for controlling call processing. These new call vectors can access stored customer data to customize the treatment of incoming calls to meet the demands of individual customers. Advantageously, a broad class of new services for such systems is made available through the use of such new call vectors.

Claims

1. In an automatic call distributor (ACD) of a central office switch controlled automatic private branch exchange Centrex a method of establishing a call comprising the steps of:

receiving a call for said ACD when no agents of said ACD is available;

queuing said call;

requesting an indication from a caller of said call whether the caller wishes to be automatically called back;

responsive to an indication that said caller wishes to be called back, marking said call in said queue as a call-back call; and

subsequently, when it is the turn of said call to be served, calling back said caller.

2. In an automatic call distributor (ACD) of a central office switch controlled automatic private branch exchange (PBX), said ACD having a local ACD center at least one ACD remote center and for serving customers, a method of estabishing a call comprising the steps of:

receiving a call for said ACD when no agent of said ACD is available;

testing whether serving of said call by said local ACD center is expected to be delayed more than a prespecified time;

if said call is expected to be served in less than said prespecified time by said local ACD center, queuing said call in said local ACD center;

otherwise, testing whether said call could be served in less than another prespecified time by one of said remote centers; and

serving said call from one of said remote centers if said one remote center is expected to be able to serve that call in less than said another prespecified time;

wherein the testing of said remote ACD centers is performed using an intelligent network data base shared by a plurality of switching systems.