Telecommunication feature for exchange of translation information between a computer and a telecommunication switching system

• US 6,009,162 A
• Filed: 10/31/1996
• Issued: 12/28/1999
• Est. Priority Date: 10/31/1996
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: Chou, Fatsing, Richman, Paul L., Bogart, Frank J., Fisher, Thomas S.
• Primary Examiner(s): Wolinsky, Scott
• Assistant Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US08/742,788
• Time in Patent Office: 1,153 Days
• Field of Search: 379/265, 379/309, 379/266, 379/214, 379/218, 379/90.01, 379/93.01, 379/93.05, 379/93.09, 379/93.17, 379/229, 379/242, 379/201
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

Transferring administration information from a switching system to a computer telephony integration (CTI) terminal via a standard telecommunication link by the CTI terminal executing a feature on the switching system. Advantageously, the information is transferred from the switching system to the CTI terminal utilizing standard display messages as would be displayed on a voice terminal having a display unit. Further, the user of the CTI terminal can request only subsets of the system administration information. Using a voice terminal having a display unit, the user can access individual segments of the administration information.

Claims

1. A telecommunication system comprising:

a plurality of user telecommunication terminals each having a display;

a plurality telecommunication links each connected to a different one of the plurality of user telecommunication terminals;

a telephone switching system connected to the plurality of telecommunication links for connecting telephone calls to or from the plurality of user telecommunication terminals via the plurality of telecommunication links;

means in telephone switching system responsive to a feature actuation message received from one of the plurality of user telecommunication terminals via one of the plurality of telecommunication links for down loading administration information as display messages to the one of the plurality of user telecommunication terminals via the one of the plurality of telecommunication links where the administration information comprises system parameters, switch feature access codes, terminal button assignments, and display formats; and

means in the one of the plurality of user telecommunication terminals for storing the administration information to control internal operations of the one of the plurality of user telecommunication terminals for interactions with the telephone switching system.

2. The telecommunication system of claim 1 comprises a call center;

the plurality of user telecommunication terminals comprises call center agents'"'"' terminals; and

the telephone switching system comprises an automatic call distribution system.

3. The telecommunication system of claim 1 wherein the administration information comprises a plurality of items and the means for down loading comprises means for receiving a message defining a requested one of the plurality of items;

and

means for transmitting the requested one of the plurality of items via the one of the plurality of telecommunication links.

4. The telecommunication system of claim 3 wherein the means for receiving comprises means for detecting if the received message is requesting a valid one of the plurality of items;

and

means for signaling via the one of the plurality of telecommunication links upon the received message requesting a valid one of the plurality of items.

5. The telecommunication system of claim 4 wherein the one of the plurality of user telecommunication terminals comprises computer means for transmitting the feature actuation message via the one of plurality of communication links;

and

the computer means comprises means for receiving the display messages.

6. The telecommunication system of claim 5 wherein the means for receiving the display messages comprises means for extracting the administration information from the display messages.

7. The telecommunication system of claim 6 wherein the computer means responsive to an action of a user of the one of the plurality of user telecommunication terminals.

8. The telecommunication system of claim 7 comprises a call center;

the plurality of user telecommunication terminals comprises call center agents'"'"' terminals; and

the telephone switching system comprises an automatic call distribution system.

9. The telecommunication system of claim 4 wherein one of the plurality of user telecommunication terminals is a display telephone and the means for downloading further comprises means for receiving control messages from the display telephone;

and

means responsive to each of the control messages for transmitting a unit of administration information of the plurality of items to the display telephone.

10. The telecommunication system of claim 1 wherein the one of the plurality of user telecommunication terminals further comprises means for transmitting the feature actuation message in response to a stimulus from a system administrator of the telecommunication system received via a file server.

11. The telecommunication system of claim 10 comprises a call center;

the plurality of user telecommunication terminals comprises call center agents'"'"' terminals; and

the telephone switching system comprises an automatic call distribution system.

12. A method for down loading administration information from a telephone switching system to a plurality of user telecommunication terminals via a plurality of telecommunication links with each of the plurality telecommunication links interconnecting an individual one of plurality of user telecommunication terminals to the telephone switching system, comprising the steps of:

connecting telephone calls to and from the user telecommunication terminals by the telephone switching system via the plurality of telecommunication links;

transmitting feature actuation messages to the telephone switching system by one of the plurality of user telecommunication terminals via one of the plurality of telecommunication links;

accessing the administration information of the one of the plurality of user telecommunication terminals by the telephone switching system in response to the feature actuation messages from the one of the plurality of user telecommunication terminals where the administration information comprises system parameters, switch feature access codes, terminal button assignments, and display formats;

transmitting the accessed administration information as display messages to the one of plurality of user telecommunication terminals via the one of plurality of telecommunication links by telephone switching system; and

storing by the one of the plurality of user telecommunication terminals the administration information to control internal operations of the one of the plurality of user telecommunication terminals for interactions with the telephone switching system.

13. The method of claim 12 wherein the plurality of user telecommunication terminals comprises call center agents'"'"' terminals;

and

the telephone switching system comprises an automatic call distribution system.

14. The method of claim 12 wherein the administration information comprises a plurality of items and one of the feature actuation messages defines a requested one of the plurality of items;

and

the step of accessing comprises the step of selecting the requested one of the plurality of items for transmission via the one of the plurality of telecommunication links.

15. The method of claim 14 wherein the step of accessing further comprises the steps of detecting if the one of the feature actuation messages is requesting a valid one of the plurality of items;

and

signaling via the one of the plurality of telecommunication links upon the one of feature actuation messages requesting a valid one of the plurality of items.

16. The method of claim 15 wherein one of the plurality of user telecommunication terminals comprises a computer that transmits the feature actuation messages via the one of plurality of communication links and receives the display messages.

17. The method of claim 16 wherein the plurality of user telecommunication terminals comprises call center agents'"'"' terminals;

and

the telephone switching system comprises an automatic call distribution system.

18. The telecommunication system of claim 15 wherein one of the plurality of user telecommunication terminals is a display telephone and the step of selecting further comprises the steps of receiving control messages from the display telephone;

and

selecting in response to each of the control messages a unit of administration information of the plurality of items for transmission to the display telephone.

19. The method of claim 18 wherein the plurality of user telecommunication terminals comprises call center agents'"'"' terminals;

and

the telephone switching system comprises an automatic call distribution system.

20. The method of claim 12 further comprises the step of transmitting the feature actuation message by the one of the plurality of user telecommunication terminals in response to a stimulus from a system administrator of the telecommunication system received via a file server.