System and method for call management with voice channel conservation

• US 6,408,177 B1
• Filed: 02/09/2000
• Issued: 06/18/2002
• Est. Priority Date: 02/09/2000
• Status: Expired due to Term

• Current Assignee: Intellectual Ventures I LLC (Intellectual Ventures LLC)
• Original Assignee: SS8 Networks Incorporated
• Inventors: Beres, Thomas Richard, Burger, Eric William, Parikh, Sanjiv
• Primary Examiner(s): Maung, Nay
• Assistant Examiner(s): Gary, Erika A.
• Application Number:
  US09/501,058
• Time in Patent Office: 860 Days
• Field of Search: 455/414, 455/412, 455/413, 455/415, 455/416, 455/417, 455/418, 455/466, 379/88.19
• US Class Current: 455/414.4
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2203/4563 Voicemail monitoring during recording
• CPC Class Codes: H04M 2207/18 wireless networks
• 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 3/5322 for recording text messages
• CPC Class Codes: H04W 4/12 Messaging; Mailboxes; Announcements
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold
• CPC Class Codes: H04W 76/10 Connection setup

Abstract

A system and method for providing a call management service subscriber with options for handling incoming calls, without using voice channel resources, is disclosed. When an incoming call is received by the call management system, caller information and menu options are provided to the subscriber in text form on a display, using a data channel, rather than in spoken form over a voice channel. This conserves air time and network resources while providing the subscriber with call handling options in a convenient and user-friendly form.

Claims

1. A system for managing telephone calls, comprising:

a data channel;

a plurality of voice channels;

a call management system, coupled to the data channel and plurality of voice channels, the call management system including circuitry that transmits subscriber selectable menu options for handling an incoming call to a subscriber over the data channel, and for directing the incoming call over one of the voice channels in accordance with a menu option selection, such that said one of the voice channels is conserved until the incoming call is directed over one of the voice channels.

2. The system of claim 1, wherein the call management system includes call disposition logic for receiving a menu option selection transmitted by the subscriber to the call management system over the data channel and directing the incoming call in accordance with the selected menu option.

3. The system of claim 2, wherein the data channel is a short message service channel for transmitting the subscriber selectable menu options and the menu option selection to and from a wireless mobile communication device associated with the subscriber.

4. The system of claim 3, wherein the call disposition logic includes call setup logic that, in response to receiving a particular menu option selection from the subscriber, forms a connection over a voice channel between the incoming call and a default telephone number.

5. The system of claim 3, wherein the call disposition logic includes call setup logic that, in response to receiving a particular menu option selection from the subscriber, forms a connection over a voice channel between the incoming call and a telephone number entered by the subscriber.

6. The system of claim 3, wherein the call disposition logic includes call setup logic that, in response to receiving a particular menu option selection from the subscriber and an indication that at attempt to form a connection over a voice channel to a telephone number has failed, forms a connection over a voice channel between the incoming call and a voicemail system.

7. The system of claim 3, wherein the call disposition logic includes call setup logic that, in response to receiving an indication that an attempt to form a connection over a voice channel has failed, sends a message to the subscriber over the data channel.

8. The system of claim 3, wherein the call disposition logic includes call setup logic that, in response to receiving a particular menu option selection from the subscriber, forms a connection over a voice channel between the call management system and a telephone number, and then transfers the incoming call to the connection to the telephone number.

9. The system of claim 3 wherein the plurality of voice channels include wireless voice channels.

10. The system of claim 2, wherein the subscriber selectable menu options include call forwarding, transfer to voicemail, and call reject.

11. The system of claim 10, wherein the transfer to voicemail option includes transfer to a voicemail system external to the call management system.

12. The system of claim 10, wherein the menu options further include call hold and request callback.

13. The system of claim 12, wherein the call disposition logic includes call hold logic that, in response to receiving a particular menu option selection from the subscriber, informs the caller that the call will be answered shortly, holds the call until a command is received from the subscriber, and then forms a connection over a voice channel between the caller and the subscriber.

14. The system of claim 12, wherein the call management system includes voicemail logic that, in response to receiving a particular menu option selection from the subscriber, plays a message informing the caller that his call will be returned shortly and asking the caller to leave a callback number.

15. The system of claim 2, wherein the call disposition logic includes call setup logic that in response to receiving a particular menu option selection from the subscriber, forms a connection to a voicemail system external to the call management system and provides a setup message to the external voicemail system.

16. The system of claim 2, wherein the call disposition logic includes call setup logic that, in response to receiving a first particular menu option selection from the subscriber, forms a first connection over a first one of the voice channels to a voicemail system and a second connection over a second one of the voice channels to the subscriber, where the second connection is a one-way connection that enables the subscriber to listen to audio signals on the first connection.

17. The system of claim 16, wherein the call setup logic, in response to receiving a command from the subscriber, forms a third connection between the subscriber and the caller, and disconnects the first connection to the voicemail system.

18. The system of claim 1, wherein the call management system includes logic for waiting for a specified period of time for the subscriber to select a menu option and then instructing the call disposition logic to direct the call in accordance with a previously established “

subscriber ignored the message”

option.

19. The system of claim 1, wherein the call management system includes logic for waiting for a specified period of time to receive a delivery receipt for the menu options and then instructing the call disposition logic to direct the call in accordance with a previously established “

handset off”

option.

20. The system of claim 1, wherein the call management system includes circuitry that transmits caller identification information to the subscriber over the data channel.

21. The system of claim 1, wherein the call management system includes circuitry that transmits caller identification information to the subscriber over the voice channel.

22. A call management system, comprising:

a central processing unit;

a data channel interface for sending and receiving data signals over one or more data channels;

a voice channel interface for sending and receiving audio signals over one or more voice channels;

an incoming call management application which, in response to receiving an incoming call for a particular subscriber, transmits menu options for handling the incoming call to the subscriber over one of the data channels; and

a call setup application for receiving a menu option selection transmitted by the subscriber to the call management system over the data channel and directing the incoming call in accordance with the selected menu option, such that the voice channels are conserved until the incoming call is directed in accordance with the selected menu option.

23. A method of managing telephone calls, comprising:

transmitting subscriber selectable menu options for handling an incoming call from a call management system to a subscriber over a data channel;

receiving a selected menu option transmitted by the subscriber to the call management system over the data channel; and

directing the incoming call over a voice channel in accordance with the selected menu option, such that the voice channel is conserved until the incoming call is directed over said voice channel.

24. The method of claim 23, wherein the data channel is a channel for short message service for messages to and from a wireless mobile communication device associated with the subscriber.

25. The method of claim 24, wherein selectable menu options include call forwarding, transfer to voicemail, and call reject.

26. The method of claim 25, wherein the selectable menu options further include transfer to voicemail with eavesdrop.

27. The method of claim 26, wherein when the received selected menu option is the transfer to voicemail with eavesdrop option, the method includes:

connecting the incoming call to a voicemail system, and to a receiver path of the wireless mobile telephone associated with the subscriber.

28. The method of claim 26, wherein when the received selected menu option is the transfer to voicemail with eavesdrop option, the method includes:

connecting the incoming call to a voicemail system, and to the receiver path of the subscriber'"'"'s handset; and

in response to a command from the subscriber, connecting the incoming call to the transmitter path of the wireless mobile telephone associated with the subscriber and disconnecting the incoming call from the voicemail system.

29. The method of claim 25, wherein the transfer to voicemail option includes transfer to a voicemail system external to the call management system.

30. The method of claim 25, wherein when the received selected menu option is the call forwarding option, the method includes transferring the incoming call from the call management system to a default telephone number.

31. The method of claim 25, wherein when the receiving step includes receiving the call forwarding option and a telephone number from the subscriber, the method includes transferring the incoming call from the call management system to the telephone number.

32. The method of claim 25, wherein when the received selected menu option is the call forwarding option, the method includes:

placing a call from the call management system to a telephone number;

waiting for a response from the telephone number; and

transferring the incoming call from the call management system to the telephone number.

33. The method of claim 25, wherein when the received selected menu option is the transfer to voicemail option, the method includes:

transferring the incoming call from the call management system to a voicemail system.

34. The method of claim 25, wherein when the received selected menu option is a callback option, the method includes:

playing a message informing the caller that his call will be returned shortly, and asking the caller to leave a callback number; and

forming a connection over a voice channel between the caller and a voicemail system.

35. The method of claim 24, wherein when the received selected menu option is a hold call option, the method includes:

playing a message informing the caller that his call will be answered shortly;

holding the call until a command is received from the subscriber; and

forming a connection over a voice channel between the caller and the subscriber.

36. The system of claim 24 wherein the plurality of voice channels include wireless voice channels.

37. The method of claim 23, further comprising:

waiting for a specified period of time for the menu options to be delivered to the subscriber; and

directing the call in accordance with a “

handset off”

option.

38. The method of claim 23, further comprising:

waiting for a specified period of time for the subscriber to select a menu option; and

directing the call in accordance with a “

subscriber ignored the message”

option.

39. The method of claim 23, further comprising:

transmitting caller identification information to the subscriber over the data channel.

40. The method of claim 23, further comprising:

transmitting caller identification information to the subscriber over the voice channel.

41. A system for managing telephone calls, comprising:

a data channel;

a plurality of voice channels;

a call management system, coupled to the data channel and plurality of voice channels, the call management system including circuitry that transmits subscriber selectable menu options for handling an incoming call to a subscriber over the data channel, and for not directing the incoming call over one of the voice channels until a menu option selection is received that requires use of said one of the voice channels, such that said one of the voice channels is conserved until the incoming call is directed over one of the voice channels.

42. The system of claim 41, including conserving the voice channel when said menu option selection is not received.

43. The system of claim 41, wherein the data channel is a short message service channel for transmitting the subscriber selectable menu options and the menu option selection to and from a wireless mobile communication device associated with the subscriber.

44. The system of claim 43 wherein the voice channel is a wireless voice channel.

45. The system of claim 41 wherein the subscriber selectable menu options include call forwarding, transfer to voicemail, and call reject.

46. A system for managing telephone calls, comprising:

a data channel;

a plurality of voice channels;

a call management system, coupled to the data channel and plurality of voice channels, the call management system including circuitry that transmits subscriber selectable menu options for handling an incoming call to a subscriber over the data channel, and for conditionally directing the incoming call over one of the voice channels in accordance with a menu option selection when the menu option selection requires the incoming call to be directed over said one of said voice channels, such that said one of the voice channels is conserved until the incoming call is directed over said one of the voice channels.

47. The system of claim 46, including conserving the voice channel when said menu option selection is not received.

48. The system of claim 46, wherein the data channel is a short message service channel for transmitting the subscriber selectable menu options and the menu option selection to and from a wireless mobile communication device associated with the subscriber.

49. The system of claim 48 wherein the voice channel is a wireless voice channel.

50. The system of claim 46 wherein the subscriber selectable menu options include call forwarding, transfer to voicemail, and call reject.

51. A method of managing telephone calls, comprising:

transmitting subscriber selectable menu options for handling an incoming call from a call management system to a subscriber over a data channel;

waiting to receive a selected menu option transmitted by the subscriber to the call management system over the data channel, said selected menu option comprising one of said subscriber selectable menu options for handling the incoming call;

when the selected menu option is received, conditionally directing the incoming call over a voice channel in accordance with the selected menu option when the selected menu option requires the incoming call to be directed over said voice channel, such that said voice channel is conserved until the incoming call is directed over said voice channel.

52. The method of claim 51, including conserving the voice channel when said selected menu option is not received.

53. The method of claim 51, wherein the data channel is a short message service channel for transmitting the subscriber selectable menu options and the selected menu option to and from a wireless mobile communication device associated with the subscriber.

54. The method of claim 53 wherein the voice channel is a wireless voice channel.

55. The method of claim 51 wherein the subscriber selectable menu options include call forwarding, transfer to voicemail, and call reject.