Multi-user answering system and method

• US 6,647,107 B1
• Filed: 05/27/1999
• Issued: 11/11/2003
• Est. Priority Date: 05/27/1999
• Status: Expired due to Term

• Current Assignee: WSOU Investments, LLC (WSOU Holdings, LLC)
• Original Assignee: Alcatel SA (Nokia Corporation)
• Inventors: Horrer, Matthias M.
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US09/321,516
• Time in Patent Office: 1,629 Days
• Field of Search: 379/265.11, 379/266.04, 379/142.01, 379/142.06, 379/214.01
• US Class Current: 379/214.01
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5108 Secretarial services
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

A system and method for receiving calls for a plurality of persons. The system receives an incoming telephone call at a communications host, such as a PBX, from a caller for called person and queries a database for a set of information regarding the called person. The database can include information for each individual supported by present invention. The system can then query the status of the called person'"'"'s phone line and announce to the caller some information regarding the called person. The system then forwards the incoming telephone call, the status of the called person'"'"'s phone line, and the set of information regarding the called person to a display screen of a human secretary, who then answers the incoming telephone call.

Claims

1. A method for receiving calls for a plurality of persons comprising:

receiving an incoming telephone call from a caller for a called person at a communications host;

querying a database for a set of information regarding the called person based on the number of the called person;

querying for a status of the called person'"'"'s phone line;

forwarding the incoming telephone call, the status of the called person'"'"'s phone line, and the set of information regarding the called person to a display screen of a human other than the called person;

answering the incoming telephone call by the human;

announcing to the caller at least a portion of the set of information regarding the called person; and

implementing a one-button transfer of the incoming call to the called person, wherein implementing is performed by the human.

2. The method of claim 1, further comprising analyzing the incoming telephone call at the communications host to determine if the called person uses the human.

3. The method of claim 1, further comprising determining if the called person'"'"'s phone line is busy.

4. The method of claim 1, wherein announcing to the caller at least a portion of the set of information regarding the called person further comprises playing an announcement message to the caller or displaying the announcement to the human and having the human read the announcement to the caller.

5. The method of claim 1, wherein answering the incoming telephone call by the human further comprises;

talking to the caller;

entering information about the caller; and

pulling any available caller information from a caller database.

6. The method of claim 1, further comprising processing the incoming telephone call by the human comprising:

presenting at least a portion of any available caller information from the caller database on the called person'"'"'s terminal;

forwarding the incoming telephone call to the called person; and

forwarding the incoming telephone call to person'"'"'s voice mail or forwarding the incoming telephone call to another number or disconnecting the incoming telephone call.

7. The method of claim 1, wherein, if the human'"'"'s phone line is busy, processing the incoming telephone call by the communications host comprising:

holding the incoming telephone call for the human;

or

forwarding the incoming telephone call to the called person'"'"'s phone line or voice mail.

8. The method of claim 1, wherein

forwarding comprises forwarding the incoming telephone call to a one of a plurality of humans based on an availability of the one of the plurality of humans or a length of time since the one of the plurality of humans last received a forwarded call.

9. The method of claim 8, wherein answering comprises answering the incoming telephone call by the plurality of humans comprising:

talking to the caller;

entering information about the caller; and

pulling any available caller information from a caller database.

10. The method of claim 9, further comprising processing the incoming telephone call by the one of the plurality of humans comprising:

presenting at least a portion of the any available caller information from the caller database to the called person;

forwarding the incoming telephone call to the called person; and

forwarding the incoming telephone call to person'"'"'s voice mail or forwarding the incoming telephone call to another number or disconnecting the incoming telephone call.

11. The method of claim 8, wherein, if all phone lines of the plurality of humans are busy, processing the incoming telephone call by the communications host, further comprising:

holding the incoming telephone call for the one of the plurality of humans;

forwarding the incoming telephone call to the called person;

or

forwarding the incoming telephone call to the called person'"'"'s voice mail.