Personal desktop router

• US 6,201,863 B1
• Filed: 02/19/1997
• Issued: 03/13/2001
• 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
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): BUI, BING Q
• Application Number:
  US08/802,667
• Time in Patent Office: 1,483 Days
• Field of Search: 379/93.17, 379/201, 379/207, 379/219, 379/220, 379/221, 379/229, 379/230, 379/242, 379/265, 379/115, 379/127, 379/196, 379/266, 379/267, 379/309, 395/611
• US Class Current: 379/242
• CPC Class Codes: H04M 1/006 Call diverting means
• CPC Class Codes: H04M 1/2473 Telephone terminals interfacing a personal computer, e.g. using an API (Application Programming Interface) details of API H04M7/0021
• CPC Class Codes: H04M 1/57 Arrangements for indicating or recording the number of the calling subscriber at the called subscriber's set at the operator set in a manual exchange H04M5/20
• CPC Class Codes: H04M 1/663 Preventing unauthorised calls to a telephone set
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• 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

Abstract

A personal telephone call router adapted to execute on a personal computer (PC) connected to a local area network (LAN) wherein the LAN is also connected to a computerized telephony switching system has a graphic user interface allowing an individual user to route incoming calls from his/her PC by drag-and-drop techniques. In some embodiments the user may also customize routing rules for incoming calls. In preferred embodiments incoming calls are directed in the telephony switch to a virtual routing destination. In some cases each individual user is associated with a specific virtual destination, and in others data associated with each call is broadcast on the LAN to be filtered at each PC on the Lan running a personal router according to an embodiment of the invention.

Claims

1. A method for routing telephone calls to a plurality of individual agent workstations at a customer premises, comprising steps of:

(a) receiving a call at a telephony switch coupled to a customer local area network (LAN);

(b) forwarding an indication of the received call to a personal computer (PC) at the at least one of the agent workstations connected to the LAN, wherein the PC executes a personal router application having a set of specific personal routing rules for that particular agent workstation on which it resides;

(c) determining routing for the call in the personal router application for the particular agent workstation based on the specific set of routing rules for that workstation; and

(d) sending routing commands effecting further routing of the call to the telephony switch as a result of the personal routing determined in step (c).

2. The method of claim 1 wherein the PC includes a video display unit (VDU) and a user interface providing capability for a user to edit routing rules, and including a step for editing routing rules.

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

4. The method of claim 1 wherein the PC includes a graphical user interface 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.

5. In a customer premises telephone call-routing system, a method for individual customization of routing rules for an incoming telephone call, comprising steps of:

(a) calling a user interface on a computer connected to a customer LAN, the LAN also coupled to a computerized telephony switch system receiving the incoming telephone call, wherein the telephony switch system broadcasts data associated with the incoming call on the LAN prior to routing the incoming call;

(b) editing routing rules in a routing application residing on the computer, the routing rules stored specifically for routing calls to that specific user at the user interface;

(c) associating the edited routing rules with the broadcast data; and

(d) instructing the computerized telephony switch system to route the incoming call according to specific routing determined by the user'"'"'s edited routing rules.

6. The method of claim 5 wherein the computerized telephony switch system comprises a telephony switch connected to a telephony server in turn connected to the LAN.

7. A Computer Telephony Integration (CTI) application executing on a routing processor for routing incoming calls, the processor connected to a local area network (LAN) having connections to a telephony switch and to a plurality of individual agent workstations in a call center, comprising:

a separate set of routing rules for each individual agent workstation;

wherein the CTI application instructs the telephony switch to route calls to individual agent workstations based on the individual routing rules stored for that specific workstation.

8. The CTI application of claim 7 wherein an interface is provided at an agent workstation for an individual agent to edit routing rules stored for a workstation other than the workstation for that agent.

9. The CTI application of claim 8 wherein routing rules are edited for another workstation by entering a password on the interface prior to editing.