Computer telephone system

• US 5,991,382 A
• Filed: 04/07/1998
• Issued: 11/23/1999
• Est. Priority Date: 11/01/1994
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Davox Corporation (Aspect Software Incorporated)
• Inventors: Young, Gary C., Brannick, Gary L., Black, William B., Lee, Gene W., Mason, Larry P., Stoldt, Mark R., Lloyd, Lora M., Fissel, James E., Young, Garrett C., Withers, Robert W., Bayless, Jeanne A., Mathis, Amy L., Steenbergen, James E.
• Primary Examiner(s): LOOMIS, PAUL A
• Application Number:
  US09/056,672
• Time in Patent Office: 595 Days
• Field of Search: 379/34, 379/112, 379/113, 379/133, 379/134, 379/135, 379/136, 379/137, 379/140, 379/265, 379/266, 379/267, 379/309, 379/156, 379/162, 379/157, 379/164
• US Class Current: 379/136
• CPC Class Codes: H04M 1/2473 Telephone terminals interfacing a personal computer, e.g. using an API (Application Programming Interface) details of API H04M7/0021
• CPC Class Codes: H04M 1/27475 using interactive graphical means or pictorial representations
• CPC Class Codes: H04M 1/56 Arrangements for indicating or recording the called number at the calling subscriber's set
• CPC Class Codes: H04M 1/575 Means for retrieving and displaying personal data about calling party
• CPC Class Codes: H04M 2250/60 logging of communication history, e.g. outgoing or incoming calls, missed calls, messages or URLs logging of telephone numbers H04M1/56, H04M1/57

Abstract

A telecommunications system (10) is provided that provides for telephone functions to be accessed through client computer system (14). A server computer system (16) provides telephony services, database services and access to E-mail, voice mail, video conferencing and facsimile systems. A graphical user interface 116 is presented to a user to allow the user to perform a large number of functions and to access databases of information associated with calling and called parties.

Claims

1. A method for monitoring hold times for a plurality of telephone calls, comprising:

associating a hold timer with each of a plurality of call objects, at least one object per telephone call;

displaying a call object for each one of two or more telephone calls in progress; and

displaying on said call object for each of said telephone calls placed on hold, the amount of time for which said telephone calls have been on hold by accessing each said hold timer associated with said telephone calls.

2. The method of claim 1, wherein said call objects are displayed on a computer monitor.

3. The method of claim 1, further comprising:

ceasing displaying said amount of time for one of said telephone calls when said call is taken off hold.

4. The method of claim 1, further comprising:

logging in a database the amount of time one of said telephone calls was on hold when said call is taken off hold.

5. The method of claim 4, further comprising:

logging in a database the amount of time one of said telephone calls was on hold when said call is terminated if said call was on hold when it was terminated.

6. The method of claim 1, wherein said hold timer is started at zero each time said telephone call associated with said hold timer is placed on hold, and wherein said amount of time displayed is the amount of time for which said telephone call has been on hold.

7. The method of claim 1, wherein said amount of time displayed is a cumulative amount of time for which said telephone call has been on hold.

8. A hold time monitoring system, for monitoring hold times for a plurality of telephone calls in a computer telephone system, said hold time monitoring system comprising:

means for generating a call status object for each telephone call in progress, each said call status object for displaying status information about one associated telephone call in progress, wherein at least one of said telephone calls in progress is placed on hold;

means for associating a hold timer with each said at least one call status object corresponding to said at least one of said telephone calls in progress placed on hold; and

means for displaying each said at least one call status object for said telephone calls in progress, and for displaying by each said call status object for said at least one of said telephone calls in progress placed on hold, the amount of time for which said at least one of said telephone calls in progress has been on hold by accessing said hold timer associated with said at least one of said telephone calls in progress placed on hold.

9. The hold time monitoring system of claim 8, wherein said hold timer is started at zero each time said telephone call associated with said hold timer is placed on hold, and wherein the amount of time displayed is the amount of time for which said telephone call has continuously been on hold.

10. The hold time monitoring system of claim 8, wherein the amount of time displayed is a cumulative amount of time for which said telephone call has been on hold.

11. The system of claim 8, further comprising:

means for logging in a database the amount of time said at least one telephone call was on hold when said telephone call is taken off hold.

12. The system of claim 8, further comprising:

means for logging in a database the amount of time said at least one telephone call was on hold when said call is terminated if said call was on hold when it was terminated.

13. A computer telephone system comprising:

a private branch exchange (PBX) for establishing telephone calls;

at least one server computer system connected to said PBX;

a plurality of client computer systems connected to said at least one server computer system by way of a network, for providing a graphical user interface to users such that said users receive and place telephone calls and control telephone functions using said client computer systems;

a plurality of telephone units associated with respective ones of said client computer systems and connected to said PBX for use by said users to communicate with parties to said telephone calls; and

at least one of said server computer system and said client computer systems comprising;

means for generating at least one call object for telephone calls in progress;

means for causing said PBX to place at least one of said telephone calls in progress on hold;

means for timing said at least one of said telephone calls in progress on hold; and

means for displaying each said at least one call object for said telephone calls in progress, and for displaying within a call status object of each said call object for said at least one of said telephone calls placed on hold, the amount of time for which said at least one of said telephone calls in progress has been on hold.

14. The computer telephone system of claim 13, further comprising:

a database; and

means for logging in said database the amount of time said at least one telephone call was on hold when said call is taken off hold.

15. The computer telephone system of claim 13, further comprising:

a database; and

means for logging in said database the amount of time said at least one telephone call was on hold when said call is terminated if said call was on hold when it was terminated.

16. The computer telephone system of claim 13, wherein said means for timing is started at zero each time said at least one of said telephone calls is placed on hold, and wherein the amount of time displayed is the amount of time for which said at least one of said telephone calls has continuously been on hold.

17. The computer telephone system of claim 13, wherein said means for timing stops when said at least one of said telephone calls is taken off hold and resumes when said at least one of said telephone calls is placed on hold, and wherein the amount of time displayed is a cumulative amount of time for which said at least one of said telephone calls has been on hold.

18. The computer telephone system of claim 13 wherein said at least one call object includes at least one call information/control object associated with said means for causing said PBX to place at least one of said telephone calls on hold.

19. The computer telephone system of claim 18, wherein said at least one call information/control object displays an "Off Hold" option when said at least one of said telephone calls is on hold such that said user can take said at least one of said telephone calls off hold by activating said at least one call information/control object, and wherein said at least one call information/control object displays an "Hold" option when said at least one of said telephone calls is not on hold such that said user can place said at least one of said telephone calls on hold by activating said at least one call information/control object.