Telephone switch call control unit

• US 5,757,897 A
• Filed: 12/07/1994
• Issued: 05/26/1998
• Est. Priority Date: 12/07/1994
• Status: Expired due to Term

• Current Assignee: Tortel USA LLC
• Original Assignee: Digital Techniques, Inc. (Tortel USA LLC)
• Inventors: LaBarbera, Ross J., Barge, Barry W.
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): WEAVER, SCOTT LOUIS
• Application Number:
  US08/350,907
• Time in Patent Office: 1,266 Days
• Field of Search: 379/67, 379/70, 379/88, 379/89, 379/111, 379/112, 379/113, 379/114, 379/116, 379/119, 379/133, 379/134, 379/135, 379/136, 379/156, 379/157, 379/162, 379/163, 379/164, 379/165, 379/166, 379/210, 379/211, 379/212, 379/214, 379/265, 379/266, 379/274, 379/308, 379/309
• US Class Current: 379/165
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

There is disclosed an apparatus for providing automatic call distribution and auto-attendant capabilities to a digital telephone switch not having those capabilities. Digital interface circuitry is provided to emulate the appearance of a digital telephone connected to the telephone switch. The telephone switch is programmed to automatically route incoming calls to the interface circuitry and also to transmit the status of other digital telephones connected to the telephone switch to the interface circuitry. A processor is provided which determines the busy/idle state of other telephones connected to the switch, and transmits to the telephone switch a transfer command which re-routes the incoming telephone call to an idle telephone. Storage circuitry is provided for storing a user-defined algorithm for distributing incoming calls to the available digital telephones. Storage circuitry is also provided for storing digital audio messages for replay to the incoming calls when the incoming calls are placed on hold by the processor means.

Claims

1. A telephone switch control apparatus for providing automatic call distribution capability for telephone calls incoming to a key service unit coupled to a plurality of digital telephones, said incoming calls connectable to ones of said plurality of digital telephones, but not specifically directed to a particular digital telephone of said plurality of digital telephones, said telephone switch control apparatus comprising:

a digital line interface;

means for coupling said digital line interface to said key service unit;

means, including a first processor, operable for transmitting digital data to and receiving digital data from said key service unit via said digital line interface, wherein said digital data received from said key service unit indicates the busy/idle status of each one of said plurality of digital telephones and wherein said digital data transmitted to said key service unit comprises a transfer command operable to cause said key service unit to transfer an incoming call to a selected one of said plurality of digital telephones according to a user-defined algorithm processed by said first processor;

an electronic memory coupled to said first processor and independent from said key service unit, wherein said electronic memory contains said user-defined algorithm;

means controlled by said first processor for storing said received busy/idle status data in said electronic memory;

means including a second processor coupled to said first processor for generating a plurality of digital audio messages in response to commands from said first processor, wherein said digital audio messages are transmitted to said incoming call via said digital line interface.

2. The telephone switch control apparatus as set forth in claim 1 further comprising:

means controlled by said first processor, under control of said user-defined algorithm, for generating said transfer command depending on the busy/idle status of at least one digital telephone of the plurality of digital telephones.

3. The telephone switch control apparatus as set forth in claim 1 wherein said telephone switch control apparatus is a special purpose device and is coupled to a personal computer, said personal computer operable to receive the busy/idle status of said digital telephones from said electronic memory under control of said first processor and to calculate statistical call records pertaining to the activity of each digital telephone of said plurality of digital telephones and display the results on a monitor attached to said personal computer.

4. The telephone switch control apparatus as set forth in claim 2 wherein said telephone switch control apparatus is coupled to a printer.

5. The telephone switch control apparatus as set forth in claim 1 wherein said telephone switch control apparatus further includes:

means for placing said incoming call on hold and wherein said second processor includes;

means for transmitting a select one of said plurality of digital audio messages to said incoming call whenever said busy/idle status of said plurality of digital telephones indicates that all of said plurality of digital telephones are busy.

6. The telephone switch control apparatus as set forth in claim 1 wherein said user-defined algorithm includes:

means for causing said incoming call to be transferred to a least-used digital telephone of said plurality of digital telephones.

7. The telephone switch control apparatus as set forth in claim 1 wherein said user-defined algorithm includes:

means for causing said incoming call to be transferred to a most-preferred digital telephone of said plurality of digital telephones, said most-preferred digital telephone selected from a list of preferred ones of said plurality of digital telephones identifying a plurality of groups of digital telephones.

8. The telephone switch control apparatus as set forth in claim 1 wherein said first processor is operable under control of said user-defined algorithm for calculating and storing data in said electronic memory, said calculated and stored data comprising statistical call records pertaining to the activity of each digital telephone of said plurality of digital telephones.

9. The telephone switch control apparatus as set forth in claim 1 wherein said user-defined algorithm causes said incoming call to be transferred to a least-used digital telephone of said plurality of digital telephones.

10. The telephone switch control apparatus as set forth in claim 1 wherein said user-defined algorithm causes said incoming call to be transferred to a most-preferred digital telephone of said plurality of digital telephones, said most-preferred digital telephone selected from a list of preferred ones of said plurality of digital telephones identifying a plurality of groups of digital telephones.

11. The telephone switch control apparatus as set forth in claim 1 wherein said busy/idle status data is stored in said electronic memory and wherein said first processor is coupled to a display screen for displaying the busy/idle status of said plurality of digital telephones obtained from said electronic memory.

12. The telephone switch control apparatus set forth in claim 1 wherein said key service unit is disposed between said switch control apparatus and all central office switches operable in completing said incoming call.

13. The telephone switch control apparatus set forth in claim 6 wherein said first processor is operable under control of said user-defined algorithm to maintain a timer of each digital telephone of said plurality of digital telephones, said timer being utilized to determine said least used digital telephone.

14. The telephone switch control apparatus set forth in claim 7 wherein said electronic memory contains a hierarchy of preference of ones of said groups of digital telephones, said hierarchy being utilized to determine said most preferred digital telephone.

15. The telephone switch control apparatus set forth in claim 1 wherein ones of said plurality of digital telephones include means for placing a current call on hold, said switch control apparatus further comprising:

means for identifying ones of said plurality of digital telephones having placed a current call on hold; and

means operable with said identifying means for not transferring an incoming call to a particular digital telephone of said plurality of digital telephones when said particular digital telephone has a current call placed on hold.

16. The telephone switch control apparatus set forth in claim 1 further comprising:

means for programming the first processor by a user to automatically distribute telephone calls according to said user defined algorithm, wherein said user defined algorithm is at least in part selected from a plurality of different call distribution techniques stored in said electronic memory, said programming means including a digital telephone of said plurality of digital telephones coupled to said telephone switch to allow said user to interface with said first processor for programming.

17. A telephone switch control apparatus for providing automatic call distribution and auto-attendant capability to a digital telephone switch, wherein said telephone switch is coupled to a plurality of digital telephones and wherein said telephone switch is operable for connecting an incoming call to said switch control apparatus and for transmitting line appearance data of at least one of said plurality of digital telephones to said switch control apparatus, said switch control apparatus comprising:

an electronic memory;

means at least in part stored in said electronic memory for selectable controlling said automatic call distribution and auto-attendant capability, said controlling means including a plurality of different call distribution techniques selectable by a user of said control apparatus said controlling means also including a user selectable auto-attendant function wherein a caller may autonomously direct the call;

means for storing in said electronic memory an instruction set for controlling telephone connections in said telephone switch;

means coupled to at least one digital line interface of said telephone switch and operable for receiving incoming call data from said telephone switch, said incoming call data including line appearance data;

means for processing said received incoming call data under control of said stored instruction set; and

means for transmitting digital data to said telephone switch, wherein said transmitted digital data includes a transfer command operable to cause said telephone switch operating under an internally controlled instruction set to transfer said incoming call to a selected one of said plurality of digital telephones, wherein said transfer of said incoming call by said telephone switch is accomplished without a change of condition at a central office switch, and wherein said transmitted digital data further includes a first hold command operable to place said incoming call in a hold condition and a second hold command operable to remove said incoming call from said hold condition.

18. The telephone switch control apparatus as set forth in claim 17 wherein said switch control apparatus further includes:

memory means operable to store a plurality of digital audio messages; and

means operable to transmit a selected one of said stored digital audio messages to said incoming call on said digital line interface under control of said stored instruction set.

19. The telephone switch control apparatus as set forth in claim 18 wherein said transfer command causes said telephone switch to transfer said incoming call to said selected one of said plurality of digital telephones when said line appearance data indicates said selected one of said plurality of digital telephones is idle.

20. The telephone switch control apparatus as set forth in claim 17 wherein said stored instruction set includes instructions for generating said transfer command according to a user-defined algorithm.

21. The telephone switch control apparatus as set forth in claim 17 wherein said processing means calculates and stores data in said electronic memory, said calculated and stored data comprising statistical call records pertaining to the activity of each one of said plurality of digital telephones.

22. The telephone switch control apparatus as set forth in claim 20 wherein said user-defined algorithm causes said incoming call to be transferred to a least-used one of said digital telephones.

23. The telephone switch control apparatus as set forth in claim 20 wherein said user-defined algorithm causes said incoming call to be transferred to a most-preferred one of said digital telephones selected from a list of preferred ones of said digital telephones identifying a plurality of groups of digital telephones.

24. The telephone switch control apparatus as set forth in claim 17 wherein said processing means is coupled to a display screen, wherein said display screen is used to display said line appearance data of said plurality of digital telephones.

25. The telephone switch control apparatus as set forth in claim 17 wherein said switch control apparatus is coupled to a personal computer, said personal computer operable to receive said line appearance data of said plurality of digital telephones from said processing means and to calculate statistical call data records pertaining to the activity of each digital telephone of said plurality of digital telephones and display the results on a monitor attached to said personal computer.

26. The telephone switch control apparatus as set forth in claim 17 wherein said switch control apparatus is coupled to a printer.

27. The telephone switch control apparatus as set forth in claim 17 wherein said electronic memory includes a disk drive.

28. The telephone switch control apparatus as set forth in claim 18 wherein said means for transmitting said stored digital audio messages transmits a select one of said plurality of digital audio messages to said incoming call and said switch control apparatus transmits said first hold command to said telephone switch whenever said line appearance data from said telephone switch indicates all digital telephones of said plurality of digital telephones are busy.

29. The telephone switch control apparatus as set forth in claim 18 wherein said switch control apparatus transmits said second hold command to said telephone switch and said means for transmitting said stored digital audio messages transmits a select one of said plurality of digital audio messages to said incoming call.

30. A method for providing automatic call distribution capability for telephone calls coming into a telephone switch coupled to a plurality of digital telephones, the incoming calls connectable to any digital telephone of said plurality of digital telephones, but not specifically directed to a particular digital telephone of said plurality of digital telephones, the method comprising the steps of:

programming the telephone switch to send the incoming calls to a selected digital line interface coupled to said telephone switch;

coupling a digital processor to the selected digital line interface of the telephone switch, the telephone switch being interposed between said digital processor and any central office switch through which said incoming calls may be routed, the digital processor operable for transmitting digital data to and receiving digital data from the telephone switch via the digital line interface, wherein the digital data received from the telephone switch includes the busy/idle status of each one of the plurality of digital telephones and wherein the digital data transmitted to the telephone switch comprises a transfer command operable to cause the telephone switch to transfer an incoming phone call to a selected one of the plurality of digital telephones;

programming the digital processor to automatically distribute telephone calls according to a user defined algorithm stored in an electronic memory coupled to the digital processor, wherein said user defined algorithm is at least in part selected from a plurality of different call distribution techniques stored in said electronic memory said programming step utilizing a digital telephone of said plurality of digital telephones coupled to said telephone switch to allow a user to interface with said digital processor for programming;

storing the received busy/idle status data in the electronic memory;

receiving the incoming phone call sent by the telephone switch on the digital line interface;

transmitting a digital audio message of a plurality of digital audio messages through said digital line interface to said incoming phone call;

transmitting the transfer command to the telephone switch according to said user-defined algorithm.

31. The method as set forth in claim 30 wherein the digital processor transmits the transfer command to the telephone switch based upon the busy/idle status of the plurality of digital telephones.

32. The method as set forth in claim 30 wherein the user-defined algorithm causes the incoming phone call to be transferred to a least-used digital telephone of the plurality of digital telephones.

33. The method as set forth in claim 30 wherein the user-defined algorithm causes the incoming phone call to be transferred to a most-preferred digital telephone of the plurality of digital telephones selected from a list of preferred digital telephones of said plurality of digital telephones identifying a plurality of groups of digital telephones.

34. The method as set forth in claim 30 and including the further step of displaying the busy/idle status of the plurality of digital telephones on a monitor of a personal computer coupled to the digital processor.

35. The method set forth in claim 30 and including the further steps of calculating and storing data in the electronic memory, the calculated and stored data comprising statistical call records pertaining to the activity of each one of said plurality of digital telephones.

36. The method as set forth in claim 30 and including the further steps of transmitting a hold command to the telephone switch when the incoming phone call is received on the digital interface line and the busy/idle status indicates that all of the plurality of digital telephones are busy.

37. The method as set forth in claim 36 and including the further step of transmitting a release command to the telephone switch when the busy/idle status changes to indicate that at least one digital telephone of the plurality of digital telephones is idle.