Negotiated routing in telephony systems

• US 6,005,931 A
• Filed: 11/14/1997
• Issued: 12/21/1999
• Est. Priority Date: 02/10/1997
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Miloslavsky, Alec, Neyman, Igor
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US08/968,825
• Time in Patent Office: 767 Days
• Field of Search: 379/207, 379/219, 379/220, 379/230, 379/231, 379/232, 379/233, 379/265, 379/266, 379/309
• US Class Current: 379/220.01
• CPC Class Codes: H04M 2201/38 Displays
• 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 3/5191 interacting with the Internet

Abstract

A telephone call distribution system for determining destination for an incoming telephone call in a telephony network including a service control point (SCP) operates with a plurality of workstations each comprising a telephone coupled to the telephony network and a proximate computer station having a video display unit (PC/VDU), the PC/VDU connected to the SCP via a wide area network (WAN), and a personal router associated with each PC/VDU. The SCP broadcasts data pertaining to the incoming telephone call and a request for a destination to individual ones of the PC/VDUs via the WAN, and the personal routers negotiate a destination based on individual routing rules and the data pertaining to the call. At least one of the individual routers responds to the SCP with a destination for the call. In some instances the workstations are associated with a call center, and the call center may be CTI-enhanced. Individual routers in this instance may be executed on a server on a local area network connecting workstations at the call center, the server providing individual routers to workstations in a client-server relationship.

Claims

1. A method for determining a destination for an incoming telephone call received in a telephony network having a service control point (SCP) to one of a plurality of workstations each having a telephone and a computer station with a video display unit (PC/VDU) proximate the telephone, the PC/VDUs each connected to the SCP via a wide area network (WAN), the method comprising steps of:

(a) implementing a personal router at each PC/VDU wherein individual users determine personal routing rules for the associated workstation;

(b) sending data pertaining to an incoming telephone call and a request for a destination from the SCP to individual ones of the plurality of workstations via the WAN;

(c) negotiating a final destination for the incoming telephone call among the individual ones of the plurality of personal routers; and

(d) sending a response to the SCP via the WAN, the response including a final destination for the telephone call determined as a result of the negotiation.

2. The method of claim 1 comprising a further step for sending the telephone call to the final destination by the SCP directing the network where to send the call as a result of the response in step (d).

3. The method of claim 1 wherein, in the plurality of workstations, groups of workstations are organized in call centers, each call center having a telephony switch to which individual telephones are connected with PC/VDUs proximate the telephones, and wherein the PC/VDUs are interconnected via a local area network, a processor also connected on the local area network providing connection to the SCP via the WAN, and wherein, in step (b) data pertaining to a telephone call and a request for a destination is sent to individual personal routers via the WAN and the LAN, and in step (c) negotiation is via the LAN and the WAN.

4. The method of claim 3 wherein personal routers are executed on a server connected to the LAN in a client-server relationship with the workstations.

5. The method of claim 4 wherein the client-server router executes on the telephony switch.

6. The method of claim 4 wherein the client-server router executes on a processor connected to the telephony switch by a CTI connection, and the processor is connected to the LAN.

7. A telephone call distribution system for determining destination for an incoming telephone call in a telephony network including a service control point (SCP), comprising:

a plurality of workstations each comprising a telephone coupled to the telephony network and a proximate computer station having a video display unit (PC/VDU), the PC/VDU connected to the SCP via a wide area network (WAN); and

a personal router associated with each PC/VDU wherein individual users determine personal routing rules for the associated workstation;

wherein the SCP broadcasts data pertaining to the incoming telephone call and a request for a destination to individual ones of the PC/VDUs via the WAN, and the personal routers negotiate a destination based on the individual routing rules and the data pertaining to the call, and at least one of the individual routers responds to the SCP with a destination for the call.

8. The system of claim 7 wherein the SCP directs the incoming telephone call to the destination returned by at least one of the personal routers.

9. The system of claim 7 wherein, in the plurality of workstations, groups of workstations are organized in call centers, each call center having a telephony switch to which individual telephones are connected with the PC/VDUs proximate the telephones, and wherein the PC/VDUs are interconnected via a local area network, a processor also connected on the local area network providing connection to the SCP via the WAN.

10. The system of claim 9 wherein personal routers are executed on a server connected to the LAN in a client-server relationship with the workstations.

11. The system of claim 9 wherein the client-server router executes on the telephony switch.

12. The system of claim 9 wherein the client-server router executes on a processor connected to the telephony switch by a CTI connection, and the processor is connected to the LAN.