Personal desktop router

• US 6,148,074 A
• Filed: 06/04/1997
• Issued: 11/14/2000
• 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): Zele, Krista
• Assistant Examiner(s): BUI, BING Q
• Application Number:
  US08/869,815
• Time in Patent Office: 1,259 Days
• Field of Search: 379/201, 379/207, 379/219, 379/220, 379/221, 379/229, 379/230, 379/242, 379/265, 379/115, 379/127, 379/196, 379/309, 379/93.17, 379/266, 379/267
• US Class Current: 379/242
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/2044 Group features, e.g. closed user group
• CPC Class Codes: H04M 3/02 Calling substations, e.g. by ringing selective calling H04Q
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/42331 Direct inward dialling
• 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 3/465 Arrangements for simultaneously calling a number of substations until an answer is obtained
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/13175 Graphical user interface [GUI], WWW interface, visual indication
• CPC Class Codes: H04Q 2213/13204 Protocols
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/1328 Call transfer, e.g. in PBX
• CPC Class Codes: H04Q 2213/13345 Intelligent networks, SCP
• CPC Class Codes: H04Q 2213/13349 Network management
• CPC Class Codes: H04Q 2213/13389 LAN, internet
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking

Abstract

A client-server telephone call router system as part of a customer premises system has a client-server router adapted to execute on a telephony switch, such as a public branch exchange (PBX) or other telephony switch, or on a processor connected by CTI link to a telephony switch. The telephony switch or processor executing the router is connected to a local area network (LAN) that also interconnects computer workstations proximate to telephones connected to the telephony switch. Client user interface applications run on the computer workstations, allowing clients to edit routing rules for the router, which has a list of routing rules keyed to users and workstations of the customer premises system. The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation on the LAN his/her own routing rules, and transmit the edits to the client-server router where the rules will be followed to route calls for that user and protocol.

Claims

1. A method for routing telephone calls at customer premises having a telephony switch, individual telephones connected to the telephony switch, and a plurality of individual computer workstations including video display units (VDUs) connected on a local area network (LAN) also coupled to the telephony switch, wherein individual ones of the computer workstations are located proximate individual ones of the telephones, the method comprising steps of:

(a) receiving a telephone call at a telephony switch connected to individual telephones at the customer premises;

(b) providing identifying data for the telephone call to a client-server router that stores a set of separate editable routing rules for users associated with the computer workstations;

(c) determining a routing for the call to one of the computer workstations by use of a client interface accessing the stored routing rules associated with a user of that workstation on the client-server router, and transmitting the routing determination to the client-server router via the LAN connection; and

(d) routing the telephone call by the client-server router according to the determination transmitted to the client-server router via the LAN connection.

2. The method of claim 1 wherein the client-server router executes on the telephony switch.

3. The method of claim 1 wherein the client-server router executes on a processor connected to the telephony switch by a computer telephony integration (CTI) connection, and the processor is connected to the LAN.

4. The method of claim 1 wherein the client-server router executes on a WEB server connected to the Internet, and access by a client is through a Web browser.

5. The method of claim 2 wherein the user interface comprises an on-screen window providing editable script in a high-level language.

6. The method of claim 1 comprising a further step for accessing and editing the stored, editable routing rules by a user.

7. The method of claim 1 wherein the client interface comprises a graphical user interface (GUI) having icons indicating telephone calls received and for choices of disposition of telephone calls received, and including steps for a user to precipitate actions in call routing by iconic drag-and-drop procedures.

8. In a customer premises telephone call-routing system having a telephony switch for switching received telephone calls to connected telephones, a method for individual customization of routing rules for the received telephone calls, comprising steps of:

(a) executing a client-user interface on a computer workstation connected to a customer local area network (LAN), and to a client-server router storing routing rules associated with individual users of the computer workstation, the LAN also coupled to a computerized telephony switch receiving the incoming telephone calls;

(b) determining routing for the received telephone calls separately for one of the individual users at the computer workstation using the client user interface;

(c) transmitting the routing determination to the client-server router executing on a processor coupled to the LAN, and storing the routing determination as a set of editable routing rules for the individual user; and

(d) routing the received telephone calls for the individual user by the router according to the transmitted routing determination.

9. The method of claim 8 wherein the client-server router executes on the telephony switch.

10. The method of claim 8 wherein the client-server router executes on a processor connected to the telephony switch by a computer telephony integration (CTI) link, the processor connected to the LAN.

11. A client-server telephone call router system for determining routing of incoming telephone calls in a customer premises telephone call switching system including a telephony switch connected to individual telephones and computer workstations proximate individual ones of the telephones, the computer workstations also interconnected on a local area network (LAN) coupled to the telephony switch, the router system comprising:

a client user interface executable on at least one of the computer workstations, and providing functions for editing routing rules for individual specific users; and

a client-server router executable on a processor coupled to the LAN, the client-server router having a list of routing rules with individual portions dedicated to the individual specific users;

wherein the client-user interface transmits edited routing rules to the client-server router, and the client-server router alters editable routing rules in the individual portions associated with the individual specific users.

12. The call router system o claim 11 wherein the client-server router executes on the telephony switch.

13. The call router system of claim 11 wherein the client-server router executes on a processor connected to the LAN and connected to the telephony switch by a computer telephony integration (CTI) CTI connection.