Computer telephony integrated network

• US 6,337,857 B1
• Filed: 09/22/1998
• Issued: 01/08/2002
• Est. Priority Date: 04/18/1997
• Status: Expired due to Term

• Current Assignee: British Telecommunications PLC (BT Group PLC)
• Original Assignee: British Telecommunications PLC (BT Group PLC)
• Inventors: Booton, Laurence J
• Primary Examiner(s): Olms, Douglas
• Assistant Examiner(s): Phunkulh, Bob A.
• Application Number:
  US09/155,173
• Time in Patent Office: 1,204 Days
• Field of Search: 370/352, 370/356, 370/420, 370/260, 370/261, 370/270, 379/93.09, 379/93.11, 379/93.14, 379/173, 379/265, 379/266, 379/309, 379/204, 379/702, 379/201
• US Class Current: 370/352
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42093 Notifying the calling party of information on the called or connected party
• CPC Class Codes: H04M 3/42229 Personal communication services, i.e. services related to one subscriber independent of his terminal and/or location diverting calls from one subscriber to another subscriber, i.e. two different subscriptions H04M3/54; selecting arrangements in intelligent networks H04Q3/005
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• 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 2213/1309 Apparatus individually associated with a subscriber line, line circuits
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/13097 Numbering, addressing
• CPC Class Codes: H04Q 2213/13098 Mobile subscriber
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13141 Hunting for free outlet, circuit or channel
• CPC Class Codes: H04Q 2213/13175 Graphical user interface [GUI], WWW interface, visual indication
• CPC Class Codes: H04Q 2213/1318 Ringing
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/1324 Conference call
• CPC Class Codes: H04Q 2213/13299 Bus
• CPC Class Codes: H04Q 2213/13377 : Recorded announcement
• CPC Class Codes: H04Q 3/62 : for connecting to private branch exchanges
• CPC Class Codes: H04Q 3/72 : Finding out and indicating number of calling subscriber

Abstract

The invention concerns an integrated computer and telephony system and a method of integrated computer telephony using at least one switch capable of receiving incoming telephone calls and of dialing outgoing calls; a computer terminal associated with the switch; memory means associated with said computer terminal and adapted to store a plurality of phone numbers said switch including a plurality of virtual telephones each corresponding in use to an individual one of said associated numbers;means for recognising that a telephone number connected to the switch as an incoming call is associated with at least some of said plurality of numbers; and means for causing said switch to call each of said associated numbers in parallel.

Claims

1. A Computer Telephony Integration (CTI) arrangement comprising:

a CTI-enabled switch,

a lookup table, and

a CTI computer;

the CTI-enabled switch being arranged to perform the following;

(1) to respond to receipt of a call terminating thereon by;

(1a) retrieving a dialled directory number from signalling data of said terminating call, and

(1b) sending to the CTI computer a route request signal including the retrieved dialled directory number of said terminating call,

(2) to respond to receipt of a route select signal from the CTI computer by;

(2a) applying ring back treatment with respect to said terminating call,

(2b) holding said terminating call until receipt of a signal from the CTI computer for causing the connection of said terminating call to another call,

(3) to respond to receipt from the CTI computer of notification of calls to be made to a plurality of directory numbers by originating, in parallel, a call to each of said plurality of directory numbers,

(4) to respond to an answer condition of any of the originating calls by sending an answer signal with respect to that answered call to the CTI computer, and

(5) to respond to receipt from the CTI computer of a signal for causing the connection of said terminating call to said answered originating call by making a connection;

the lookup table being arranged to store a plurality of entries, each entry comprising a first part containing a respective directory number associated with a respective user of the CTI arrangement, and a second part containing a plurality of directory numbers; and

the CTI computer being arranged to perform the following;

(6) to respond to receipt from the CTI-enabled switch of said route request signal by;

(6a) sending to the CTI-enabled switch a route select signal,

(6b) accessing the lookup table in accordance with the retrieved dialled directory number of said terminating call,

(6c) retrieving the second part of the entry whose first part contains a directory number matching the retrieved dialled directory number of said terminating call,

(6d) sending to the CTI-enabled switch notification of calls to be made to the plurality of numbers of the retrieved second part, and

(7) to respond to receipt of a call answered signal from the CTI-enabled switch with respect to one of said originating calls, by sending to the CTI-enabled switch a signal for causing the connection of said terminating call to said answered originating call.

2. A CTI arrangement according to claim 1, wherein the CTI computer is further responsive to the receipt of the call answered signal to send to the CTI-enabled switch a disconnect signal with respect to all the originating calls other than said answered originating call.

3. A CTI arrangement according to claim 1, and further comprising:

at least a plurality of telephone terminals to which the CTI-enabled switch can make respective originating calls; and

at least a corresponding plurality of computer terminals linked in a network and being respectively associated with said plurality of telephone terminals;

wherein the lookup table is further arranged to store an indication of each of said users who constitutes a member of a common user group in association with respective ones of said plurality of directory numbers, the identities of said plurality of computer terminals, the directory numbers and current telephony operational status of the associated telephone terminals; and

wherein the CTI computer is connected to the network, and responsive to a member of the user group logging-on at one of the plurality of computer terminals, to store a dynamic association of the identity of that member with the identity of that computer terminal while that member is logged on at that computer terminal, and to access that computer terminal to cause the display, for each member of the user group, of a respective user identity indication together with a respective associated current telephony operational status indication.

4. A CTI arrangement according to claim 3, wherein the CTI computer is arranged to respond to receipt from the CTI-enabled switch of said route request signal by accessing respective ones of the computer terminals dynamically associated with logged-on members of the user group to cause the display of an incoming call indication with respect to the user associated with the retrieved dialled directory number of said terminating call, that user being the intended recipient.

5. A CTI arrangement according to claim 1, and further comprising:

at least a plurality of telephone terminals to which the CTI-enabled switch can make respective originating calls; and

at least a corresponding plurality of computer terminals linked in a network and being respectively associated with said plurality of telephone terminals;

wherein the lookup table is further arranged to store the identities of said plurality of computer terminals, the directory numbers and a current telephony operational status of the associated telephone terminals, and, for each of the users, an indication of whether that user is a member of a respective work group effectively comprising the identities of those computer terminals which are to be accessed in response to receipt of a call for that respective user, and being representative of users who have indicated an interest in calls to that respective user; and

wherein the CTI computer is connected to the network, and responsive to receipt from the CTI-enabled switch of that route request signal to access the respective computer terminals dynamically associated with logged-on members of the respective work group corresponding to the retrieved dialled directory number of said terminating call to cause the display of an incoming call indication with respect to the user associated with the intended recipient.

6. A CTI arrangement according to claim 5, wherein the CTI computer is responsive to receipt of an intercept command from a user at a said respective one of the computer terminals to send to the CTI-enabled switch a signal containing the directory number of the telephone terminal associated with said respective one of the computer terminals whereby the CTI-enabled switch will cause that telephone terminal to ring for answering by the intercepting user.

7. A CTI arrangement according to claim 3, wherein the CTI computer is further arranged to ascertain whether there is a user group associated with the entry whose first part contains a directory number matching the retrieved dialled directory number of said terminating call, and, if so, to access the computer terminal dynamically associated with the intended recipient to cause a display of an incoming call indication.

8. A CTI arrangement according to claim 7, wherein the CTI computer is further arranged to access the respective computer terminals dynamically associated with logged-on members of that associated user group, other than the computer terminal associated with the intended recipient, to cause the display of an incoming call indication in association with the displayed identity indication of the intended recipient.

9. A CTI arrangement according to claim 1, wherein at least one of said plurality of computer terminals has an associated loudspeaker and is arranged to emit an audible indication upon being accessed by the CTI computer.

10. A CTI arrangement according to claim 9, wherein two or more of said plurality of computer terminals are so arranged to emit said audible indication, and are further arranged such that the respective audible indications are different from one another.

11. A CTI arrangement according to claim 9, wherein two or more of said computer terminals are so arranged to emit said audible indication, and are further arranged, upon being accessed by the CTI computer to display the identity indication of the intended recipient, additionally to emitting a respective audible indication corresponding to the called member.

12. A CTI arrangement according to claim 4, wherein the CTI-enabled switch is further arranged to retrieve a calling line identity from said signalling data and to send the retrieved calling line identity to said CTI computer.

13. A CTI arrangement according to claim 12, wherein, upon receipt of the retrieved calling line identity, the CTI computer either (i) accesses a calling line identity to calling person identity lookup table and sends the corresponding calling person identity, with or without the retrieved calling line identity, to each accessed computer terminal for display thereat, or (ii) sends the retrieved calling line identity by itself to each accessed computer terminal for display thereat.

14. A CTI arrangement according to claim 13, wherein at least one of the computer terminals is arranged to convert a received calling person identity and/or a received calling line identity to synthesized speech audio output.

15. A method of operating a Computer Telephony Integration (CTI) arrangement comprising a CTI-enabled switch, a lookup table, and a CTI computer, the method comprising the steps of:

at the CTI-enabled switch performing the following;

(1) responding to receipt of a call terminating thereon by;

(1a) retrieving a dialled directory number from signalling data of said terminating call, and

(1b) sending to the CTI computer a route request signal including the retrieved dialled directory number of said terminating call,

(2) responding to receipt of a route select signal from the CTI computer by;

(2a) applying ring back treatment with respect to said terminating call,

(2b) holding said terminating call until receipt of a signal from the CTI computer for causing the connection of said terminating call to another call,

(3) responding to receipt from the CTI computer of notification of calls to be made to a plurality of directory numbers by originating, in parallel, a call to each of said plurality of directory numbers,

(4) responding to an answer condition of any of the originating calls to said plurality of directory numbers by sending an answer signal with respect to said answered call to the CTI computer, and

(5) responding to receipt from the CTI computer of a signal for causing the connection of said terminating call to said answered originating call by making that connection;

storing in the lookup table a plurality of entries, each entry comprising a first part containing a respective directory number associated with a respective user of the CTI arrangement, and a second part containing a plurality of directory numbers; and

at the CTI computer performing the following;

(6) responding to receipt from the CTI-enabled switch of said route request signal by;

(6a) sending to the CTI-enabled switch a route select signal,

(6b) accessing the lookup table in accordance with the retrieved dialled directory number of said terminating call,

(6c) retrieving the second part of the entry whose first part contains a directory number matching the retrieved dialled directory number of said terminating call,

(6d) sending to the CTI-enabled switch notification of calls to be made to the plurality of numbers of the retrieved second part, and

(7) responding to receipt of a call answered signal from the CTI-enabled switch with respect to one of said originating calls, by sending to the CTI-enabled switch a signal for causing the connection of said terminating call to said answered originating call.

16. A method according to claim 15, wherein the step of responding to receipt at the CTI computer of the call answered signal further comprises sending to the CTI-enabled switch a disconnect signal with respect to all the originating calls other than that answered originating call.

17. A method according to claim 15, wherein

the identities of a plurality of computer terminals linked in a network are stored in association with respective directory numbers of telephone terminals which are respectively associated with the computer terminals and to which the CTI-enabled switch can make originating calls,

an indication is stored of each of said users who constitutes a member of a common user group, and

a current telephony status is stored for each of said telephone terminals; and

further including the step of responding to a member of the user group logging on at one of the plurality of computer terminals by dynamically associating the identity of that member with the identity of that computer terminal, and accessing that computer terminal to cause the display, for each member of the user group, of a respective user identity indication together with a respective associated current telephony status indication.

18. A method according to claim 17, and including the further step of responding to receipt from the CTI-enabled switch of said route request signal by accessing respective ones of the computer terminals which are dynamically associated with logged-on members of the user group to cause the display of an incoming call indication with respect to the intended recipient.

19. A method according to claim 15, wherein

the identities of a plurality of computer terminals linked in a network are stored in association with respective directory numbers of telephone terminals which are respectively associated with the computer terminals and to which the CTI-enabled switch can make originating calls,

for each of said users, there is stored a respective work group effectively comprising the identities of those computer terminals which are to be accessed in response to receipt of a call for that respective user, and being representative of users who have indicated an interest in calls to that respective user, and

a current telephony operational status is stored for each of said telephone terminals;

and

further including the step of responding to receipt from the CTI-enabled switch of said route request signal by accessing the respective computer terminals dynamically associated with logged-on members of the respective work group corresponding to the retrieved dialled directory number of said terminating call to cause the display of an incoming call indication with respect to the intended recipient.

20. A method according to claim 19, further including the step of responding to an intercept command from a user at a respective one of the computer terminals by sending to the CTI-enabled switch a signal containing the directory number of the telephone terminal associated with said respective one of the computer terminals whereby the CTI-enabled switch will cause that telephone terminal to ring for answering by the intercepting user.

21. A method according to claim 17, further including, in addition to retrieving the second part of the entry whose first part contains a directory number matching the retrieved dialled directory number of that terminating call, the steps of ascertaining whether there is an associated user group, and if so, accessing the computer terminal dynamically associated with that called member to cause the display of an incoming call indication.

22. A method according to claim 21, including the further step of accessing the respective computer terminals dynamically associated with logged-on members of that associated user group, other than the computer terminal associated with the intended recipient, to cause a display of an incoming call indication in association with the displayed identity indication of the intended recipient.

23. A method according to claim 21, wherein said computer terminal responds to being accessed by generating an audible indication in respect of an incoming call.

24. A method according to claim 23, wherein respective different audible indications are generated at two or more of said plurality of computer terminals.

25. A method according to claim 23, wherein the accessing of computer terminals associated with logged-on members, other than the intended recipient, causes the generation of an audible indication corresponding to the intended recipient.

26. A method according to claim 18, further including the steps of retrieving a calling line identity from said signalling data of that terminating call, sending the retrieved calling line identity to the CTI computer, and sending the retrieved calling line identity from the CTI computer to each accessed computer terminal for display thereat.

27. A method according to claim 26, wherein, upon receipt of the retrieved calling line identity, the CTI computer either (i) accesses a calling line identity to calling person identity lookup table and sends the corresponding calling person identity, with or without the retrieved calling line identity, to each accessed computer terminal for display thereat, or (ii) sends the retrieved calling line identity by itself to each accessed computer terminal for display thereat.

28. A method according to claim 26, further including the step of converting with at least one said accessed computer terminal a received calling line identity and/or calling person identity to synthesised speech audio output.

29. An integrated computer and telephony system comprising:

at least one switch capable of receiving incoming telephone calls and capable of dialing outgoing calls;

a computer associated with the switch;

memory associated with said computer and adapted to store a plurality of phone numbers, said switch including a plurality of virtual telephones each corresponding in use to an individual one of associated numbers;

an unit which recognizes that a telephone number provided to the switch as an incoming call is associated with at least some of said plurality of numbers;

an unit which causes said switch to call each of said associated numbers in parallel; and

a plurality of computer terminals linked in a network, said network operatively coupled to said switch, and a plurality of telephones each associated with a computer terminal;

wherein a group of users is defined for the terminals and telephones; and

when a user is logged into the network, a monitor associated with that user is enabled to display the constituent members of the group together with an operational telephone status of various members.

30. A system according to claim 29, wherein when said plurality of numbers have been called in parallel, a caller identity is displayed on those computer terminals associated with dialled telephones.

31. A system as claimed in claim 30, wherein each of those computer terminals associated with dialled telephones provide an indication that an incoming call has been received to those computer terminals not associated with the incoming call, the indication identifying the intended recipient of the incoming call.

32. A system as claimed in claim 31, wherein at least one computer terminal has an associated loudspeaker that is capable of emitting an audible indication that an incoming call has been received.

33. A system as claimed in claim 32, wherein the audible indication from each computer terminal is audibly differentiated from an audible indication from any other computer terminal.

34. A system as claimed in claim 33, wherein when an audible indication is provided by a loudspeaker associated with a computer terminal not directly associated with the incoming call, the audible indication being unique to the intended recipient of the incoming call.

35. A system according to claim 29, further comprising a screen pop generator which generates a screen of each terminal accessed in response to the receipt of an incoming call.

36. A system as claimed in claim 34, wherein each computer terminal can be independently programmed to provide audible indications of telephone numbers which are unique to that computer terminal.

37. A system according to claim 30, wherein at least some of the computer terminals are responsive to vocal commands.

38. A system according to claim 30, wherein at least one of the computer terminals is capable of voice synthesis and is capable of providing call identification using said voice synthesis.

39. A method of integrated computer and telephony:

receiving incoming telephone calls and dialing outgoing calls with at least one switch;

storing in memory a plurality of phone numbers with said switch including a plurality of virtual telephones each corresponding in use to an individual one of associated numbers;

recognizing that a telephone number provided to the switch as an incoming call is associated with at least some of said plurality of numbers;

causing said switch to call each of said associated numbers in parallel; and

providing a plurality of computer terminals linked in a network which is operatively coupled to said switch and a plurality of telephones each associated with a computer terminal, and defining a group of users for the terminals and telephones;

wherein when a user is logged into the network, a monitor associated with that user displays constituent members of the group together with an operational telephone status of various members.

40. A method according to claim 39, wherein when said plurality of numbers have been called in parallel, a caller identity is displayed on those computer terminals associated with dialled telephones.

41. A method as claimed in claim 40, wherein each of those computer terminals associated with said dialled telephones provide an indication that an incoming call has been received to those computer terminals not directly associated with the incoming call, the indication identifying the intended recipient of the incoming call.

42. A method as claimed in claim 41, wherein at least one computer terminal has an associated loudspeaker that is capable of emitting an audible indication that an incoming call has been received.

43. A method as claimed in claim 42, wherein the audible indication from each computer terminal is audibly differentiated from any other computer terminal.

44. A method as claimed in claim 43, wherein the audible indication is provided by a loudspeaker associated with a computer terminal not directly associated with the incoming call, and the audible indication is one which is unique to the intended recipient of the incoming call.

45. A method according to claim 39, further including generating a screen pop at a screen of each terminal accessed in response to the receipt of an incoming call.

46. A method as claimed in claim 39, wherein each computer terminal can be independently programmed to provide audible indications of telephone numbers which are unique to that computer terminal.

47. A method according to claim 39, wherein at least some of the computer terminals are responsive to vocal commands.

48. A method according to claim 39, wherein at least one of the computer terminals is capable of voice synthesis and is capable of providing call identification using said voice synthesis.