Real-time interactive directory

• US 5,960,442 A
• Filed: 11/12/1997
• Issued: 09/28/1999
• Est. Priority Date: 11/12/1997
• Status: Expired due to Term

• Current Assignee: Alcatel-Lucent SA (Nokia Corporation)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Pickering, Richard B.
• Primary Examiner(s): Lintz, Paul R.
• Application Number:
  US08/969,118
• Time in Patent Office: 685 Days
• Field of Search: 707/104, 707/200, 379/201, 379/242, 379/265, 379/266, 345/326, 345/329, 345/330
• US Class Current: 379/218.01
• CPC Class Codes: H04L 63/105 Multiple levels of security
• CPC Class Codes: H04M 1/27 Devices whereby a plurality of signals may be stored simultaneously
• CPC Class Codes: H04M 1/27453 Directories allowing storage of additional subscriber data, e.g. metadata
• CPC Class Codes: H04M 1/27475 using interactive graphical means or pictorial representations
• CPC Class Codes: H04M 1/2757 by data transmission, e.g. downloading
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2203/2044 Group features, e.g. closed user group
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 2203/4527 Voicemail attached to other kind of message
• CPC Class Codes: H04M 2203/6009 Personal information, e.g. profiles or personal directories being only provided to authorised persons
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• CPC Class Codes: H04M 3/42093 Notifying the calling party of information on the called or connected party
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/4211 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/42161 via computer interface
• 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 3/42348 Location-based services which utilize the location information of a target
• CPC Class Codes: H04M 3/42365 Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
• CPC Class Codes: H04M 3/4931 : Directory assistance systems
• CPC Class Codes: H04M 3/4935 : Connection initiated by DAS system
• 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 3/5237 : Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 7/003 : Click to dial services
• CPC Class Codes: H04M 7/006 : Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• 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 2213/13072 : Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13093 : Personal computer, PC
• CPC Class Codes: H04Q 2213/13095 : PIN / Access code, authentication
• CPC Class Codes: H04Q 2213/13096 : Digital apparatus individually associated with a subscriber line, digital line circuits
• CPC Class Codes: H04Q 2213/13097 : Numbering, addressing
• CPC Class Codes: H04Q 2213/13098 : Mobile subscriber
• CPC Class Codes: H04Q 2213/13103 : Memory
• CPC Class Codes: H04Q 2213/13175 : Graphical user interface [GUI], WWW interface, visual indication
• CPC Class Codes: H04Q 2213/13199 : Modem, modulation
• CPC Class Codes: H04Q 2213/13209 : ISDN
• CPC Class Codes: H04Q 2213/1322 : PBX
• CPC Class Codes: H04Q 2213/13298 : Local loop systems, access network
• CPC Class Codes: H04Q 2213/13337 : Picturephone, videotelephony
• CPC Class Codes: H04Q 2213/13339 : Ciphering, encryption, security
• CPC Class Codes: H04Q 2213/13349 : Network management
• CPC Class Codes: H04Q 2213/13389 : LAN, internet
• CPC Class Codes: H04Q 3/625 : Arrangements in the private branch exchange
• CPC Class Codes: H04Q 3/64 : Distributing or queueing
• CPC Class Codes: Y10S 707/914 : Video
• CPC Class Codes: Y10S 707/915 : Image
• CPC Class Codes: Y10S 707/959 : Network
• CPC Class Codes: Y10S 707/99933 : Query processing, i.e. searching
• CPC Class Codes: Y10S 707/99943 : Generating database or data structure, e.g. via user interface
• CPC Class Codes: Y10S 707/99945 : Object-oriented database structure processing
• CPC Class Codes: Y10S 707/99948 : Application of database or data structure, e.g. distributed, multimedia, or image

Abstract

An interactive directory provided for a workstation having a connected video monitor and adapted for network access has an interactive display for displaying status for individual entities, being persons and organizations. Entities are listed in the display along with status for each entity. There may be multiple fields for status, and some fields display telephone numbers, while others may provide alphanumeric display. A remote access contact address is stored and associated with each directory entity, and when the directory is active, the workstation accesses status information from network sources associated with individual directory listings. Status for entities in the directory is therefore updated in real time as the directory is used. In some embodiments multiple graphic indicia, such as underlining, shading, font choice and the like are used to provided status indication in various fields of the interactive display. In some embodiments alpha-numeric status is provided as well. In other embodiments telephone calls may be placed by interactive input to the directory.

Claims

1. An interactive directory system, comprising:

a user interface displayable on a video monitor at a workstation and displaying at least one directory entity and a status for that entity; and

a contact address for a computer having status information for the directory entity;

wherein the directory system contacts the computer at the contact address, accesses status information for the directory entity, and displays in the interactive directory updated status information for the directory entity.

2. The directory system of claim 1 wherein the status information displayed includes at least one telephone number for the directory entity.

3. The directory system of claim 1 wherein the computer contacted for status information is the same computer upon which the interactive directory is executed.

4. The directory system of claim 1 wherein the computer contacted is a statistical server (stat-server).

5. The directory system of claim 4, wherein the stat-server is in a call-center system.

6. The directory system of claim 1, wherein the computer is a workstation on the Internet.

7. The directory system of claim 1 wherein the computer is an Internet-connected server and also a CTI-server connected by a CTI link to a telephony switch connected to a telephony network.

8. The directory system of claim 7 wherein the telephony network is a public switched telephony network (PSTN).

9. The directory system of claim 1 wherein multiple directory entities are listed, and wherein multiple fields are provided associated with each entity for displaying alternative telephones and personal status for each directory entity listed.

10. The directory system of claim 9 wherein individual ones of the telephone fields are adapted to display indicia as well as a telephone number, the indicia representing status of telephones associated with the entity.

11. The directory system of claim 10 wherein the indicia include underlining, graphical field fill, reverse video, specific colors, check marks, specific fonts, bolding, italicizing, and scanned images, and wherein telephone status represented by specific indicia includes busy, not busy, best number, and temporarily disconnected.

12. The directory system of claim 9 further comprising interactive inputs associated with directory entities and wherein the interactive inputs provide for initiating a telephone call from an individual telephone field, the call being then placed to the telephone number in the telephone field.

13. The directory system of claim 9 comprising individual contact addresses for individual directory entities, and wherein status updates are made for different listed directory entities from different computers.

14. The directory system of claim 1 further comprising an interactive input associated with the directory entity, adapted for initiating by a user a telephone call to the directory entity.

15. The directory system of claim 14 wherein the computer is a workstation, and wherein said workstation is connected to a telephone in turn connected to a telephone network, and wherein the telephone call is initiated by the workstation dialing the telephone.

16. The directory system of claim 14 wherein the computer is a workstation, and wherein said workstation places the telephone call by accessing a CTI-server connected on the network and also to a local telephony switch, and the CTI-server causes a call to be placed by the local telephony switch to the entity and for the same call to be connected to a telephone proximate the workstation.

17. The directory system of claim 1 comprising a status field other than a telephone field associated with a directory entity, the status field adapted for alphanumeric display.

18. The system of claim 17 wherein the status field other than a telephony field is adapted to display one or more of vacation status, one or more temporary telephone numbers, shift status, time status for change to a different number, and business travel status.

19. A method for tracking status of personal and organizational entities, comprising steps of:

(a) displaying an interactive directory on a video monitor of a workstation, the interactive directory providing entity identity and status;

(b) causing the workstation to contact a computer having status information for an entity listed in the directory, a contact address for the computer being prestored at the workstation and associated with the entity;

(c) accessing status information for the entity associated with the contact address; and

(d) using the accessed information to update and display status for the entity in the interactive directory.

20. The method of claim 19 wherein in step (d) the status information displayed includes at least one telephone number for the directory entity.

21. The method of claim 19 wherein in step (b) the computer contacted for status information is the same computer upon which the interactive directory is executed.

22. The method of claim 19 wherein in step (b) the computer contacted is a statistical server (stat-server).

23. The method of claim 22, wherein the stat-server is in a call-center system.

24. The method of claim 19, wherein the computer contacted in step (b) is a workstation on the Internet.

25. The method of claim 19 wherein the computer contacted in step (b) is an Internet-connected server and also a CTI-server connected by a CTI link to a telephony switch connected to a telephony network.

26. The method of claim 25 wherein the telephony network is a public switched telephony network (PSTN).

27. The method of claim 19 wherein multiple directory entities are listed, and wherein multiple fields are provided associated with each entity for displaying alternative telephones and personal status for each directory entity listed.

28. The method of claim 27 wherein individual ones of the telephone fields are adapted to display indicia as well as a telephone number, the indicia representing status of telephones associated with the entity.

29. The method of claim 28 wherein the indicia include underlining, graphical field fill, reverse video, specific colors, check marks, specific fonts, bolding, italicizing, and scanned images, and wherein telephone status represented by specific indicia includes busy, not busy, best number, and temporarily disconnected.

30. The method of claim 27 further comprising a step for using interactive inputs associated with directory entities to place telephone calls, and wherein the interactive inputs provide for initiating a telephone call from an individual telephone field, the call being then placed to the telephone number in the telephone field.

31. The method of claim 30 wherein the workstation places the telephone call by accessing a CTI-server connected on the network and also to a local telephony switch, and the CTI-server causes a call to be placed by the local telephony switch to the entity and for the same call to be connected to a telephone proximate the workstation.

32. The method of claim 27 comprising individual contact addresses for individual directory entities, and wherein status updates are made for different listed directory entities from different computers.

33. The method of claim 19 further comprising a step for using an interactive input associated with the directory entity for placing a telephone call to the directory entity.

34. The method of claim 33 wherein the workstation is connected to a telephone in turn connected to a telephone network, and wherein the telephone call is initiated by the workstation dialing the telephone.

35. The method of claim 19 comprising a status field other than a telephone field associated with a directory entity, the status field adapted for alphanumeric display.

36. The system of claim 35 wherein the status field other than a telephony field is adapted to display one or more of vacation status, one or more temporary telephone numbers, shift status, time status for change to a different number, and business travel status.