Call processing system, method and computer program product

• US 6,088,437 A
• Filed: 03/12/1999
• Issued: 07/11/2000
• Est. Priority Date: 04/23/1998
• Status: Expired due to Fees

• Current Assignee: Touch Tone Technologies, Inc.
• Original Assignee: Touch Tone Technologies, Inc.
• Inventors: Amick, John Kenneth
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US09/266,724
• Time in Patent Office: 487 Days
• Field of Search: 379/211, 379/212, 379/220, 379/1, 379/2, 379/3, 379/377, 379/350, 379/361, 379/207, 379/219, 379/221, 379/229, 379/230, 379/231
• US Class Current: 379/211.02
• CPC Class Codes: H04M 3/42 Systems providing special services or facilities to subscribers specially adapted for wireless communication networks H04W4/00
• CPC Class Codes: H04M 3/428 Arrangements for placing incoming calls on hold
• CPC Class Codes: H04M 3/46 Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
• CPC Class Codes: H04M 3/54 Arrangements for diverting calls for one subscriber to another predetermined subscriber based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; to voice mail H04M3/53308

Abstract

A system, method and computer program product implement a Virtual Network Call Processor with a CALL PULLBACK mechanism for providing a type of screened call transfer. Callers, while attempting to contact an intended recipient, have their calls sent to the Virtual Network Call Processor, which places the caller on soft hold while attempting to locate the intended recipient. The Call Processor uses another external line to call the intended recipient at one of a number of predetermined locations identified by stored numbers where each number is serviced by perhaps different local telephone equipment having different characteristics and attributes. The CALL PULLBACK mechanism is used to identify signaling attributes of signals provided by the respective local telephone equipment, by analyzing frequency and cadence information from the signals and normalize the signals so as to detect a status of the Call Processor'"'"'s attempt to reach the intended recipient. The signaling attributes and customer-specific information are controlled by objects, which are well thought out preprogrammed and proven software constructs that simplify programming and ensure reliable operations. The calling party is kept on soft hold while the intended recipient of the call is attempted to be contacted at the different locations. If the CALL PULLBACK mechanism determines that the signals provided by the local telephone equipment, after being normalized, indicate the intended recipient does not pick up the call, the CALL PULLBACK mechanism attempts to reach the intended recipient at another one of the numbers, all the while the calling party is kept on soft hold. In this way, the global Virtual Network Call Processor, is capable of servicing not only individuals and companies serviced by a single PBX with a call process, but also for any number of other users not serviced by the PBX.

Claims

1. A virtual network call processing system, comprising:

a communication line interface configured to be connected to a source terminal and receive a calling message from the source terminal directed to an intended recipient;

a call processor with a call pullback mechanism including,

a data processor, and

a computer readable memory having computer readable instructions encoded therein that when executed by said data processor implement a central office switch characterization mechanism that characterizes signaling attributes of signals produced by one of a plurality of central office switches that service different geographical locations, said plurality of central office switches each having a different frequency and cadence signal event characteristic; and

a signal determination mechanism configured to determine whether the signals produced by said one of said plurality central office switches includes at least one of a fast busy signal, slow busy signal, ringing signal, answered signal, and ring-no-answer signal, wherein said signal determination mechanism is not informed of the frequency or cadence of the signals before said signal event occurs.

2. The system according to claim 1, further comprising:

an error handling mechanism configured to process the calling message when the signal determination mechanism fails to accurately determine that the signal event occurred.

3. The system according to claim 1, wherein:

said signal determination mechanism includes a software tool programmed to recognize the at least one of the frequency and cadence associated with the signal event from signals associated with the central office switch.

4. The system of claim 1, wherein:

said computer readable memory includes

an intended recipient profile, having a first destination number and a second destination number, and

said call pullback mechanism further includes a recipient contact mechanism being configured to attempt to first contact said intended recipient via an external line at the first destination number, and if not present, being configured to attempt to contact said intended recipient at the second destination number.

5. The system of claim 4, wherein:

said signal determination mechanism includes a tone detector being configured to detect when said calling message on said communication line is answered, or said signal event occurs; and

said system further includes a call announcing mechanism configured to execute a whisper transfer to the called party that allows the called party to accept or reject the calling message.

6. The system of claim 5, wherein:

said tone detector being configured to notify the recipient contact mechanism when said communication line is not answered so said recipient contact mechanism proceeds to contact said intended recipient at said second destination number.

7. The system of claim 1, wherein:

said central office switch characterization mechanism includes a frequency characterization mechanism, configured to characterize a frequency of the signals produced by respective of said plurality of central office switches.

8. The system of claim 1, wherein:

said central office switch characterization mechanism includes a cadence analyzer configured to analyze a cadence of respective of the signals provided by respective of said plurality of central office switches.

9. The system of claim 8, wherein:

said central office switch characterization mechanism includes a frequency analyzer configured to analyze a frequency of the signals provided by respective of said plurality of central office switches.

10. The system of claim 1, further comprising:

a signal feature normalization mechanism, including an application delay adjustment mechanism configured to adjust respective application delays in said call processor so as to standardize signal attributes provided by respective of the plurality of central office switches.

11. The system of claim 10, further comprising:

another data processor and another computer readable memory configured to implement another central office switch characterization mechanism and another signal feature normalization mechanism, said processor and computer readable medium being connected to said another processor and said another computer readable medium by an intercity back-bone communication link.

12. A method for processing a call in a virtual network call processing system, comprising the steps of:

receiving a calling message from a source terminal directed to an intended recipient;

retrieving a data profile of the intended recipient from a computer readable medium;

identifying a number to contact the intended recipient via one of a plurality of central office switches, said plurality of central office switches each having a different frequency and cadence signal event characteristic;

characterizing signal attributes of signals produced by said one of said plurality of central office switches;

initiating the call on an external line with said number at said central office switch;

normalizing the signal from said one of said plurality of central office switches;

transferring the calling message if the call is accepted by the intended recipient, but retaining the calling message for future processing if the call is not accepted by the intended recipient.

13. The method of claim 12, further comprising the step of:

identifying another number in said data profile of said intended recipient;

calling on at least one of the external line and another external line, said another number at another central office switch of the plurality of central office switches;

normalizing a signal from the another central office switch;

transferring the calling message if accepted by the intended recipient at the another number, but retaining the calling message for further processing if not accepted.

14. The method of claim 13, further comprising the step of:

producing a tone on said external line and detecting when said external line is answered.

15. The method of claim 12, wherein:

said characterizing step comprises characterizing a frequency of the signal provided by the central office switch.

16. The method of claim 12, wherein:

said characterizing step comprises characterizing a cadence of the signal provided by the central office switch.

17. The method of claim 16, wherein:

said characterizing step further comprises characterizing a frequency of the signal provided by the central office switch.

18. The method of claim 12, wherein:

said normalizing step comprises adjusting respective application delays so as to standardize signal attributes of the signal from the central office switch.

19. The method of claim 12, wherein:

said calling step comprises passing the calling message from a first hub to a second hub, prior to reaching the central office switch.

20. A computer readable medium encoded with a computer readable instructions for use in a system having a communication line interface configured to be connected to a source terminal and configured to receive a calling message from the source terminal directed to an intended recipient, said computer readable instructions when executed by a data processor implement a system comprising:

a central office switch characterization mechanism that characterizes signaling attributes of signals produced by a plurality of central office switches that each have different frequency and cadence signal event characteristics and that service different geographical locations at which the intended recipient is located;

a signal determination mechanism configured to determine whether the signals produced by one of the plurality of central office switches includes at least one of a fast busy signal, slow busy signal, ringing signal, answered signal, and ring-no-answer signal; and

a call pullback mechanism configured to call an intended recipient and transfer a calling message to said intended recipient if said signal determination mechanism determines said call is answered, but not transferring said calling message if said signal determination mechanism determines that said call is not answered.

21. A virtual network call processing system, comprising:

means for receiving a calling message from a source terminal directed to an intended recipient;

means for identifying a number to contact the intended recipient via one of a plurality of central office switches, each of the plurality of central office switches having a different frequency and cadence signal event characteristic;

means for characterizing signal attributes of signals produced by said one of said plurality of central office switches;

means for initiating a call on an external line with said number at said one of said plurality of central office switches;

means for normalizing the signal from said one of said plurality of central office switches; and

means for transferring the calling message if the call is accepted by the intended recipient, but retaining the calling message for future processing if the call is not accepted by the intended recipient.