Broadcasting of information through telephone switching system display messages

• US 5,751,795 A
• Filed: 08/11/1995
• Issued: 05/12/1998
• Est. Priority Date: 08/11/1995
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: Hassler, Kerry Wayne, Richman, Paul Lawrence
• Primary Examiner(s): WOO, STELLA L
• Application Number:
  US08/514,327
• Time in Patent Office: 1,005 Days
• Field of Search: 379/96, 379/93, 379/94, 379/265, 379/309, 379/93.17, 379/93.18, 379/93.21, 379/93.23, 379/93.24, 379/93.25, 379/93.14, 379/93.01
• US Class Current: 379/93.17
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A telephone switching system (100), such as an ACD switching system in a call center, is used to broadcast information for users, such as displayable messages, to telecommunications terminals (110-112, 212), such as display telephones or data terminals, of a plurality of the users, such as call center agents, by means of non-call-associated display messages that are transmitted over the terminals'"'"' telephone lines (120-122), at the request of one of the users, such as the supervisor of the call center. The one of the users requests the broadcast either by depressing a predetermined button on their terminal accompanied by dialing a message identifier, or by dialing a feature access code and a message identifier, or by sending an ISDN "userinfo" or DCP "route text message" message that contains the information for users. The switching system uses either stored data or data contained in the request to determine the destinees of the information for users. The switching system then broadcasts the information in either an ISDN "userinfo" or "notify" message or a DCP "text" message to the destinees'"'"' terminals for displaying to the users of those terminals.

Claims

1. A telecommunications system comprising:

a plurality of user telecommunications terminals each having a display;

a plurality of telephone lines each connected to a different one of the terminals;

a telephone switching system connected to the telephone lines for connecting telephone calls to or from the terminals via the telephone lines;

a plurality of stored predetermined messages for users, each message identifiable by a corresponding message identifier and having corresponding stored predetermined information that indicates destinees of said each message; and

means responsive to receipt of a request accompanied by a message identifier from one of the terminals, said request consisting of either a feature access code input on the one terminal by a user of the one terminal or a notification of actuation of a predetermined actuator of the one terminal by the user of the one terminal, for retrieving the stored predetermined message for users that corresponds to the received message identifier, forming the retrieved message for users into a non-call-associated display message, determining the destinees of the retrieved message for users from the stored predetermined information that corresponds to the retrieved message for users, and broadcasting the formed non-call-associated display message to those of the plurality of terminals that correspond to the determined destinees to cause the retrieved message for users to be displayed on the displays of the terminals that correspond to the determined destinees.

2. The system of claim 1 wherein:

the plurality of terminals comprise display telephones.

3. The system of claim 1 wherein:

the plurality of terminals comprise data terminals and interface means for coupling the data terminals to the telephone lines.

4. The system of claim 1 wherein:

the system comprises a call center;

the plurality of terminals comprise call center agents'"'"' terminals;

the telephone switching system comprises an automatic call distribution system; and

the one of the terminals comprises a call center supervisor'"'"'s terminal.

5. The system of claim 1 wherein:

the display message comprises one of an ISDN "userinfo" message, an ISDN "notify" message, and a DCP "text" message.

6. The system of claim 5 wherein:

the request comprises one of an ISDN "userinfo" message and a DCP "route text message" message.

7. The system of claim 1 wherein:

the means are further responsive to receipt from one of the terminals of a message for users accompanied by information that indicates destinees of the received message for users, for determining the destinees of the received message for users from the received accompanying information, forming the received message for users into the non-call-associated display message, and broadcasting the formed non-call-associated display message to those of the plurality of terminals that correspond to the determined destinees to cause the received message for users to be displayed on the displays of the terminals that correspond to the determined destinees.

8. A telephone switching system connectable to a plurality of user telecommunications display terminals via a plurality of telephone lines each leading from the telephone switching system to a different one of the display terminals for connecting telephone calls to or from the display terminals via the telephone lines, the telephone switching system comprising:

a plurality of stored predetermined messages for users, each message identifiable by a corresponding message identifier and having corresponding stored predetermined information that indicates destinees of said each message;

first means responsive to receipt of a request accompanied by a message identifier from one of the terminals, said request consisting of either a feature access code input on the one terminal by a user of the one terminal or a notification of actuation of a predetermined actuator of the one terminal by the user of the one terminal, for retrieving the stored predetermined message for users that corresponds to the received message identifier and forming the retrieved message for users into a non-call-associated display message; and

second means for determining the destinees of the retrieved message for users from the stored predetermined information that corresponds to the retrieved message for users and broadcasting the formed non-call-associated display message to those of the plurality of display terminals that correspond to the determined destinees to cause the retrieved message for users to be displayed at the display terminals that correspond to the determined destinees.

9. The telephone switching system of claim 8 wherein:

the telephone switching system is a call center automatic call distribution system for distributing telephone calls to or from call center agents'"'"' terminals and a call center supervisor'"'"'s terminal; and

the first means is responsive to the request which is received from the call center supervisor'"'"'s terminal.

10. The telephone switching system of claim 8 wherein:

the display message comprises one of an ISDN "userinfo" message, an ISDN "notify" message, and a DCP "text" message.

11. The telephone switching system of claim 10 wherein:

the request comprises one of an ISDN "userinfo" message and a DCP "route text message" message.

12. The telephone switching system of claim 8 wherein:

the first means are further responsive to receipt from one of the terminals of a message for users accompanied by information that indicates destinees of the received message for users, for forming the received message for users into the non-call-associated display message; and

the second means are further for determining the destinees of the received message for users from the received accompanying information and broadcasting the formed non-call-associated display message to those of the plurality of terminals that correspond to the determined destinees to cause the received message for users to be displayed at the display terminals that correspond to the determined destinees.

13. A method of broadcasting messages for users in a telecommunications system comprising a plurality of user telecommunications terminals each having a display, a plurality of telephone lines each connected to a different one of the terminals, and a telephone switching system connected to the telephone lines for connecting telephone calls to or from the terminals via the telephone lines, the method comprising the steps of:

a user of one of the terminals making a request accompanied by a message identifier by either inputting a feature access code on the one terminal or actuating a predetermined actuator of the one terminal;

in response to the making, the one terminal sending the request accompanied by the message identifier to the switching system, the request consisting of either the feature access code or notification of the actuation;

receiving the request accompanied by the message identifier from the one of the terminals at the switching system;

in response to the receipt, retrieving a stored predetermined message for users that corresponds to the received message identifier from a plurality of stored predetermined messages for users, wherein each message is identifiable by a corresponding said message identifier and has corresponding predetermined information that indicates destinees of said each message;

forming at the switching system a non-call-associated display message containing the retrieved message for users;

determining the destinees of the retrieved message for users from the stored predetermined information that corresponds to the retrieved message for users; and

in response to the forming, broadcasting the formed message from the switching system over multiple ones of the telephone lines to those multiple ones of the terminals that correspond to the determined destinees to cause the contained message for users to be displayed on the displays of the multiple ones of those terminals.