Graphical and schedule-based definition of a call-coverage path

• US 6,363,143 B1
• Filed: 01/19/1999
• Issued: 03/26/2002
• Est. Priority Date: 01/19/1999
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Fox, John C.
• Primary Examiner(s): Matar, Ahmad
• Assistant Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US09/233,009
• Time in Patent Office: 1,162 Days
• Field of Search: 379/211.01, 379/211.02, 379/212.01, 379/213.01, 379/201-1-2, 379/201.12, 379/207.02, 379/93.01
• US Class Current: 379/211.01
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• 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 user defines their own call-coverage path (141) or other call-processing information by drawing a graphical flowchart (200) using an interactive GUI of a PC-based software application (140). Once the flowchart is drawn, it is activated with the push of a button, and that flowchart is now the logic that is applied to a user'"'"'s coverage path. The call-coverage path (the flowchart) remains resident on the user'"'"'s PC (103) and the communications switching system (101) retrieves call-coverage information from the PC whenever it must perform call coverage for that user. A plurality of different flowcharts may be drawn and stored on the PC, and then recalled and activated at any time as the present call-coverage path for the user. A call-coverage path may be activated by and/or for the user from anywhere on a LAN (104), WAN, or the Internet, so that the call-coverage path my be controlled remotely. Furthermore, the coverage-path system has the ability to consult with an on-line personal scheduling system 145 (such as a calendar program) executing on the user'"'"'s PC or another machine networked with the user'"'"'s PC. A call-coverage path may then be administered to contain logic (203) that refers to the personal scheduling system to obtain data, rather than having to have the data defined within the coverage-path system itself.

Claims

1. A method of effecting call processing for a plurality of users served by a switching system, comprising:

in response to a first call to a communications terminal of a first one of the users for whom the call is destined, the switching system obtaining call-processing information of the first user from a first computer distinct from the switching system, of the first user by communicating with the first computer;

in response to obtaining the first call-processing information, handling the first call as directed by the first call-processing information;

in response to a second call to a communications terminal of a second one of the users for whom the call is destined, the switching system obtaining call-processing information of the second user from a second computer, distinct from the switching system and from the first computer, of the second user by communicating with the second computer; and

in response to obtaining the second call-processing information, handling the second call as directed by the second call-processing information.

2. The method of claim 1 wherein:

each step of obtaining call-processing information comprises

the switching system obtaining call-coverage information for a corresponding said user from the computer of the corresponding user.

3. The method of claim 2 wherein:

the call-coverage information for the first user is a function of a schedule of the first user; and

obtaining call-coverage information for the first user comprises

the first user'"'"'s computer executing a scheduling program that defines the schedule of the first user;

in response to the switching system communicating with the first user'"'"'s computer, the first user'"'"'s computer obtaining information on the first user'"'"'s schedule from the scheduling program;

the first user'"'"'s computer using the obtained schedule information to determine the call-coverage information for the first user; and

the first user'"'"'s computer reporting the determined call-coverage information to the switching systems.

4. The method of claim 1 further comprising:

the first user using a graphical user interface of the first computer to define the call-processing information for the first user on the first computer.

17. An apparatus for carrying out the method of claims 1 or 2 or 11 or 12 or 13 or 14 or 15 or 16.

18. A computer-readable medium containing software which, when executed in a computer, causes the computer to perform the method of claim 1 or 2 or 11 or 12 or 13 or 14 or 15 or 16.

5. A method of effecting call processing for a plurality of users in a communications system comprising telecommunications terminals of a plurality of users, a switching system serving the plurality of users and connected to their telecommunications terminals, and a plurality of computers distinct from and connected to the switching system, each corresponding to a different one of the users, comprising:

at least a first plurality of the users each storing their own call-processing information on their own computer;

in response to a call to a communications terminal of any one of the users of the first plurality for whom the call is destined, the switching system obtaining the call-processing information for the one user from the one user'"'"'s computer by communicating with the one user'"'"'s computer; and

in response to obtaining the call-processing information from the one user'"'"'s computer, handling the call as directed by the obtained call-processing information.

6. The method of claim 5 wherein:

users each storing their own call-processing information on their own computer comprises

users each storing their own call coverage path on their own computer.

7. The method of claim 6 wherein:

storing comprises

each of the first plurality of the users defining their own call-coverage path on their own computer via a graphical user interface by defining a flowchart comprising interconnected route steps a first one of which corresponds to a destination point of the call and each subsequent one corresponding to a different coverage point in the call-coverage path and each specifying conditions for selecting a connected one of the other route steps.

8. The method of claim 7 wherein:

obtaining comprises

the switching system reporting a state of the call to the one user'"'"'s computer;

the computer applying the reported state to the flowchart to determine call-coverage treatment of the call; and

the computer reporting the determined call-coverage treatment to the switching system.

9. The method of claim 8 wherein:

obtaining further comprises

in response to being unable to complete the call by handling the call as directed by the determined call-coverage treatment, the switching system reporting a new state of the call to the one user'"'"'s computer;

the computer applying the reported new state to the flowchart to determine further call-coverage treatment of the call; and

the computer reporting the determined further call-coverage treatment to the switching system.

10. The method of claim 6 wherein:

the stored call-coverage path of the one user is a function of a schedule of the one user; and

obtaining comprises

the one user'"'"'s computer executing a scheduling program that defines the schedule of the one user,

in response to the switching system communicating with the one user'"'"'s computer, the one user'"'"'s computer obtaining the one user'"'"'s schedule information from the scheduling program,

the one user'"'"'s computer using the obtained schedule information to determine call-coverage treatment of the call, and

the one user'"'"'s computer reporting the determined call-coverage treatment to the switching system.

11. A method of effecting call processing for a user in a communications system comprising a at least one telecommunications terminal of the user, a switching system serving the user and connected to the telecommunications terminal, and a computer of the user distinct from and connected to the switching system, comprising:

the user storing in the computer the user'"'"'s own call-processing information for processing exclusively calls to the user'"'"'s telecommunications terminal and to no other users'"'"' terminals in the switching system; and

in response to a communication from the switching system seeking call processing information exclusively for a call to the user'"'"'s telecommunications terminal and not for calls to other users'"'"' terminals, the computer returning the stored call-processing information to the switching system to enable the switching system to handle the call as directed by the stored call-processing information.

12. The method of claim 11 wherein:

storing comprises

the user storing in the computer the user'"'"'s own call-coverage information; and

returning comprises

in response to the communication from the switching system seeking call-coverage information for the call, the computer returning the stored call-coverage information.

13. The method of claim 12 wherein:

storing comprises

the user defining the users own call-coverage path on the user'"'"'s computer via a graphical user interface by defining a flowchart comprising interconnected route steps a first one of which corresponds to a destination point of the call and each subsequent one corresponding to a different coverage point in the call-coverage path and specifying conditions for selecting a connected one of the other route steps.

14. The method of claim 13 wherein:

returning comprises

in response to a communication from the switching system reporting a state of the call to the computer, the computer applying the s reported state to the flowchart to determine call coverage treatment of the call; and

the computer returning the determined call coverage treatment to the switching system.

15. The method of claim 14 wherein:

returning further comprises

in response to a communication from the switching system reporting a new state of the call upon being unable to complete the call by handling the call as directed by the determined call-coverage treatment, the computer applying the new state to the flowchart to determine further call coverage treatment of the call; and

the computer returning the determined further call-coverage treatment to the switching system.

16. The method of claim 12 wherein:

the stored call-coverage path is a function of a schedule of the user; and

reporting comprises

the computer executing a scheduling program that defines the schedule of the user,

in response to the communication from the switching system,

the computer obtaining the user'"'"'s schedule information from the scheduling program,

the computer using the obtained schedule information to determine call-coverage treatment of the call, and

the computer returning the determined call-coverage treatment to the switching system.