Call management system with call control from user workstation computers

• US 5,946,386 A
• Filed: 03/11/1996
• Issued: 08/31/1999
• Est. Priority Date: 03/11/1996
• Status: Expired due to Term

• Current Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Original Assignee: Xantel Corporation
• Inventors: Wohlenberg, Gregory S., Fogle, Mark E., Daleiden, John J., Emerson, S. Thomas, Rogers, Paul C., Saltwick, John M.
• Primary Examiner(s): Tsang, Fan S.
• Application Number:
  US08/642,171
• Time in Patent Office: 1,268 Days
• Field of Search: 379/67, 379/88, 379/89, 379/265, 379/67.1, 379/210, 379/211, 379/212, 379/213, 379/214, 379/269, 379/266, 379/268
• US Class Current: 379/265.09
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 1/57 Arrangements for indicating or recording the number of the calling subscriber at the called subscriber's set at the operator set in a manual exchange H04M5/20
• 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 3/4285 Notifying, informing or entertaining a held party while on hold, e.g. Music 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 3/533 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 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: H04Q 3/0062 Provisions for network management

Abstract

A Call Management System provides for management of calls directly by system users at their workstation computers via a digital data network such as a digital networks not controlled via the user'"'"'s telephone instruments as in prior systems. A call management computer intercepts incoming calls and controls the handling of such calls according to instructions received from the users'"'"' workstations, which are accessed via the digital data network. Trunk circuits are monitored and controlled using digital signal processors to proactively identify the called party, the calling party and the call type (voice, Fax, data) and control and to monitor all calls. Each different type of call is managed differently and automatically through direct user workstation controls and/or user-generated rules to provide special treatment for designated callers. Multiple calls to user at the same time may be handled with no busy signals to callers. Only one number is needed for a user to receive voice Fax and data calls. Fax and data transmissions are automatically received.

Claims

1. A call management system comprising:

a. at least one user position, comprising a computer workstation and associated telephone apparatus;

b. a call management computer;

c. a digital data network connecting said computer workstation with said call management computer;

d. a memory for storing call processing rules which determine how specific calls directed to a user are to be processed, said call processing rules being defined by said user computer workstation before such specific calls are received;

e. said call management computer including means for intercepting an incoming call to said at least one user position;

f. means for determining that an intercepted call is for said at least one user position;

g. means for interacting with said memory to determine how the intercepted call is to be processed based on said call processing rules; and

h. means for processing the call according to instructions of the applicable rules.

2. A call management system in accordance with claim 1 wherein said digital network includes at least one local area network.

3. A call management system in accordance with claim 1 wherein said digital network includes at least one wide area network.

4. A call management system in accordance with claim 1 wherein said digital network includes the Internet.

5. A call management system in accordance with claim 1 wherein said digital network includes at least one ISDN network.

6. A call management system in accordance with claim 1 wherein said means for processing the call includes apparatus for switching the call to a destination selected by the called user.

7. A call management system in accordance with claim 6 wherein said apparatus for switching the call includes at least one external telephone switch.

8. A call management system in accordance with claim 7 wherein said at least one external telephone switch includes a private branch exchange or PBX switch.

9. A call management system in accordance with claim 7 wherein said at least one external telephone switch includes a telephone key system.

10. A call management system in accordance with claim 7 wherein said at least one external telephone switch includes an automatic call distributor or ACD switch.

11. A call management system in accordance with claim 7 wherein said at least one external telephone switch includes a telephone central office.

12. A call management system in accordance with claim 6 wherein said apparatus for switching the call includes switching apparatus contained within said call management computer.

13. A call management system in accordance with claim 1 wherein said system includes one or more processing rules applicable to at least one user which determine at least in part how calls to that at least one user are processed.

14. A call management system in accordance with claim 13 wherein said call management system includes storage for said processing rules.

15. A call management system in accordance with claim 13 wherein which of said processing rules is applicable is determined at least in part by the identity of the called user.

16. A call management system in accordance with claim 13 wherein which of said processing rules is applicable is determined at least in part by the current status of the called user.

17. A call management system in accordance with claim 16 wherein the current status of the called user includes whether or not he or she is on the phone.

18. A call management system in accordance with claim 16 wherein the current status of the called user includes whether or not he or she is available to receive calls.

19. A call management system in accordance with claim 16 wherein the current status of the called user includes whether or not he or she is accepting only priority calls.

20. A call management system in accordance with claim 16 wherein the current status of the called user includes his or her current location.

21. A call management system in accordance with claim 13 wherein which of said processing rules is applicable is determined at least in part by the current date, day of the week and/or time of day.

22. A call management system in accordance with claim 13 wherein said processing rules include instructions for routing calls from at least one caller to a destination other than the user position.

23. A call management system in accordance with claim 22 wherein said other destination is a destination on the public switched telephone network.

24. A call management system in accordance with claim 22 wherein said other destination is another user position.

25. A call management system in accordance with claim 22 wherein said other destination is a destination on the Internet.

26. A call management system in accordance with claim 22 wherein said other destination is a voice mailbox.

27. A call management system in accordance with claim 13 wherein said processing rules include playing a pre-recorded message to the caller.

28. A call management system in accordance with claim 27 wherein the identity of the called user determines at least in part which pre-recorded message is played.

29. A call management system in accordance with claim 27 wherein said pre-recorded message requests the caller to enter information.

30. A call management system in accordance with claim 29 wherein said entered information is in the form of DTMF signals.

31. A call management system in accordance with claim 29 wherein said entered information is in the form of spoken words.

32. A call management system in accordance with claim 29 wherein said entered information determines at least in part the subsequent processing of the call.

33. A call management system in accordance with claim 13 wherein said call processing rule specifies at least in part that the call be transferred to the called user at a location other than the normal user position.

34. A call management system in accordance with claim 33 further including means for the user to change the location to which the call is to be transferred by calling the call management system and entering appropriate instructions.

35. A call management system in accordance with claim 33 wherein said call processing rule specifies a series of alternate destinations which are to be called.

36. A call management system in accordance with claim 13 wherein said call processing rule specifies at least in part that the call be transferred to a paging service.

37. A call management system in accordance with claim 13 wherein said call processing rule specifies at least in part that the call be transferred to a voice mailbox.

38. A call management system in accordance with claim 13 wherein said call processing rule specifies at least in part that the call be transferred to an alternate location and subsequently transferred back to the called user.

39. A call management system in accordance with claim 13 wherein said call processing rule specifies at least in part that another call processing rule should be applied to the call.

40. A call management system in accordance with claim 13 wherein said call processing rule specifies at least in part that a special ringing sound should be used for the call.

41. A call management system in accordance with claim 13 wherein said call processing rule specifies at least in part that the call should be disconnected.

42. A call management system in accordance with claim 13 wherein said call processing rule specifies at least in part that the call should be placed on hold.

43. A call management system in accordance with claim 27 wherein the user may call the system and re-record the pre-recorded message, changing content as desired.

44. A call management system in accordance with claim 22 wherein said other destination is a plurality of user positions.

45. A call management system in accordance with claim 22 wherein said other destination is an extension number.

46. A call management system in accordance with claim 13 wherein said interaction with said workstation of said at least one user position includes a command to apply a selected rule to the call.

47. A call management system in accordance with claim 1 further including one or more speed transfer buttons displayed on user workstations to command that a selected call be transferred to a destination associated with each button.

48. A call management system in accordance with claim 1 wherein said associated telephone apparatus is integrated with said computer workstation.

49. A call management system in accordance with claim 1 wherein calls received for non-users are routed to appropriate destinations without further processing.

50. A call management system in accordance with claim 1 further including means to receive a remote call from a remote destination, determine the telephone number of that remote destination, and originate a call to the remote destination, whether or not the remote call was answered.