Methods and apparatus for processing phantom calls placed via computer-telephony integration (CTI)

• US 6,038,302 A
• Filed: 04/02/1998
• Issued: 03/14/2000
• Est. Priority Date: 04/02/1998
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: Silverstein, Steven Michael, Hillis, Brian, Burok, Didina
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US09/053,635
• Time in Patent Office: 712 Days
• Field of Search: 379/93.17, 379/93.24, 379/201, 379/207, 379/265, 379/266, 379/308, 379/309
• US Class Current: 379/201.01
• 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

A call initiation request generated by an application running on a computer-telephony integration (CTI) server or other CTI device is supplied via a CTI link to a switch. The switch receives the request over the CTI link, and places a "phantom" call from the originator of the call to the destination of the call. The phantom call may be representative of, for example, a real-time voice call or a non-real-time transaction such as a delivery of an e-mail, facsimile or voice mail message. The originator corresponds to a phantom extension or group of phantom extensions which is not associated with any physical communication device of the system. A phantom extension in accordance with the invention does not require an actual physical originator or destination communication device, as well as a corresponding switch port card or other hardware, and therefore does not consume valuable switch resources. The switch reports call status information for the phantom call to the application over the CTI link.

Claims

1. A method of processing a call in a switch of a communication system, the method comprising the steps of:

receiving, from a computer-telephony integration device associated with the switch, a request to place a call through the switch from an originator to a destination; and

placing the call through the switch from the originator to the destination, wherein the originator corresponds to an extension which is not associated with a physical communication device of the system.

2. The method of claim 1 further including the step of determining a disposition of the call.

3. The method of claim 1 wherein the originator corresponds to a single extension which is not associated with a physical communication device of the system.

4. The method of claim 1 wherein the originator corresponds to group of extensions each of which is not associated with a physical communication device of the system.

5. The method of claim 1 wherein the destination corresponds to a single extension which is not associated with a physical communication device of the system.

6. The method of claim 1 wherein the destination corresponds to group of extensions each of which is not associated with a physical communication device of the system.

7. The method of claim 1 wherein the call corresponds to a real-time transaction.

8. The method of claim 1 wherein the call corresponds to a non-real-time transaction including a request for delivery of at least one of an e-mail message, a fax message and a voice message to the destination.

9. The method of claim 1 wherein the receiving step includes receiving the request to place the call from a computer-telephony integration application running on the computer-telephony integration device associated with the switch.

10. The method of claim 1 wherein the step of placing the call includes the steps of:

determining if the originator corresponds to a group of extensions;

searching for an available extension within the group of extensions;

placing the call using the available extension; and

determining a disposition of the call.

11. An apparatus for use in processing a call in a communication system, the apparatus comprising:

a switch; and

a computer-telephony integration device associated with the switch, the device generating a request to place a call through the switch from an originator to a destination, wherein the originator corresponds to an extension which is not associated with a physical communication device of the system.

12. The apparatus of claim 11 wherein the originator corresponds to a single extension which is not associated with a physical communication device of the system.

13. The apparatus of claim 11 wherein the originator corresponds to group of extensions each of which is not associated with a physical communication device of the system.

14. The apparatus of claim 11 wherein the destination corresponds to a single extension which is not associated with a physical communication device of the system.

15. The apparatus of claim 11 wherein the destination corresponds to group of extensions each of which is not associated with a physical communication device of the system.

16. The apparatus of claim 11 wherein the call corresponds to a real-time transaction.

17. The apparatus of claim 11 wherein the call corresponds to a non-real-time transaction including a request for delivery of at least one of an e-mail message, a fax message and a voice message to the destination.

18. The apparatus of claim 11 wherein the request to place the call is generated by an application running on the computer-telephony integration device.

19. The apparatus of claim 11 wherein the computer-telephony integration device is incorporated into the switch.

20. An apparatus for use in processing a call in a communication system, the apparatus comprising:

a processor operative to place a call from an originator to a destination using information supplied by a computer-telephony integration device associated with the processor, wherein the originator corresponds to an extension which is not associated with a physical communication device of the system; and

a memory coupled to the processor for storing information regarding the call.