Computer telephony integration

• US 6,807,264 B1
• Filed: 09/12/2001
• Issued: 10/19/2004
• Est. Priority Date: 03/31/1999
• 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): Matar, Ahmad F.
• Assistant Examiner(s): LE, KAREN L
• Application Number:
  US09/936,310
• Time in Patent Office: 1,133 Days
• Field of Search: 379/211.02, 379/212.01, 379/201.04, 379/88.2, 379/88.19
• US Class Current: 379/201.04
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/4211 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/42348 Location-based services which utilize the location information of a target
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04Q 3/0025 Provisions for signalling

Abstract

A CTI system in which a user profile contains a call-related feature table for holding the user'"'"'s chosen timeout values for the facility “Divert To Mail After Timeout”. The call-related features are Name, Area Code, Time, and Route, and there is also provision for a Default value. The call-related features are ranked, and, for a incoming call to a called user, the CTI controller accesses that called user'"'"'s profile, selects the highest ranking of the entries, e.g. Bob, and, using a CLI-to-name translation table, tries to find a match, i.e. is the incoming call from Bob. If there is a match, the associated timeout value is retrieved, and if there is no match, the Default timeout is retrieved. A countdown timer is started from the retrieved timeout value, and the current countdown value is displayed at the client of the called user to enable the called user to make a more informed decision about how and whether he will answer that call.

Claims

1. A method of operating a computer telephony integration (CTI) system comprising a switch and a CTI controller therefor, and plurality of user workstations, each workstation comprising a computer connected to the CTI controller and a telephone connected to the switch, the system storing, for each user of the system, a respective user-associated profile containing at least the identity of the computer at which the associated user is currently logged on to the CTI controller, the method comprising the steps of:

responding to receipt of an incoming call at the switch by retrieve from signalling data of that incoming call a called user identity;

accessing the profile associated with the called user to retrieve the identity of the computer at which the called user is currently logged on to the CTI controller;

sending an incoming call message in respect of the called user from the CTI controller to that computer; and

responding to receipt of said incoming call message at that computer by displaying an indication that an incoming call has been received for the called user; and

the method being characterised by the steps of;

storing in each user-associated profile, a respective value for the length of time that an incoming call for the associated user is to be allowed to remain unanswered before routing the call to an answering facility, said value being referred to hereafter as a countdown value;

further responding to receipt of the incoming call by retrieving said countdown value from the profile associated with that called user;

starting a call-associated countdown from the retrieved countdown value; and

further responding to receipt of said incoming call message at that computer by additionally displaying the current value of said call-associated countdown.

2. A method as claimed in claim 1, wherein said call-associated countdown is performed by the CTI controller, and wherein the CTI controller periodically sends the current value of said call-associated countdown to that computer.

3. A method as claimed in claim 1, wherein said incoming call message includes said retrieved countdown value, and said call-associated countdown is performed by that computer.

4. A method as claimed in claim 1, wherein the profile comprises a plurality of such countdown values each having a respective priority ranking, one of said plurality being a default countdown value and having lowest priority ranking, and the or each of the remainder of said plurality being associated with a predetermined value of a respective call-related feature, and wherein the step of retrieving said countdown value comprises the substeps of comparing information retrieved from the signalling data of that incoming call directly, or indirectly, with said predetermined value or values, and in the event of no successful comparison outcome selecting for retrieval the default countdown value, and in the event of a successful comparison outcome in respect of one or more call-related features selecting for retrieval the or a said countdown value taking into account, if necessary, priority ranking.

5. A method as claimed in claim 4, wherein a said call-related feature is caller identity, and the CTI controller retrieves from signalling data of that incoming call a caller identity.

6. A method as claimed in claim 5, wherein the said call-related feature is a name, and the CTI controller retrieves a caller identity from signalling data of that incoming call and uses a caller identity-to-name translation table to obtain a corresponding name.

7. A method as claimed in claim 5, wherein the retrieved caller identity is a calling line identity.

8. A method as claimed in claim 4, wherein a said call-related feature is geographical origin, and the CTI controller retrieves from signalling data of that incoming call a geographical origin.

9. A method as claimed in claim 8, wherein the geographical origin feature is an area name, and the CTI controller retrieves a calling line identity from signalling data of that incoming call, extracts an area code from the calling line identity, and uses an area code-to-area name translation table to obtain a corresponding area name.

10. A method as claimed in claim 4, wherein a said call-related feature is a range of times, and the CTI controller compares the time of receipt of that incoming call with said range of times.

11. A method as claimed in claim 4, wherein a said call-related feature is the type of route taken by that incoming call, and the CTI controller deduces the type of route by examination of the signalling data of that incoming call.

12. A computer telephony integration (CTI) system comprising a switch and a CTI controller therefor, and a plurality of user workstations, each workstation comprising a computer connected to the CTI controller and a telephone connected to the switch, wherein the CTI controller comprises:

means for storing, for users of the system, respective user associated profiles, each profile being arranged to store the identity of the computer at which the associated user is currently logged on to the CTI controller,

means for retrieving from signalling data of an incoming call retrieved at the switch a called user identity and for retrieving from the profile associated with the called user the identity of the computer at which the called user is currently logged on to the CTI controller; and

means for sending an incoming call message in respect of the called user from the CTI controller to that computer; and

each said computer comprises means for responding to receipt of a said incoming call message by displaying an indication that an incoming call has been received for the called user;

the system being characterised by countdown means for counting down from a received value, and being characterised in that;

the storing means is arranged to store in each profile a respective value for the length of time that an incoming call for the associated user is to be allowed to remain unanswered before routing the call to an answering facility, said value being referred to hereafter as a countdown value;

the retrieving means is also arranged to retrieve said countdown value from the profile associated with that called user;

the sending means is arranged to send the retrieved countdown value to the countdown means to start a call-associated countdown; and

the display means is arranged to receive from the countdown means the current value of said call-associated countdown and to display that current value.

13. A system as claimed in claim 12, wherein the CTI controller constitutes the countdown means, and wherein the CTI controller is arranged periodically to send the current value of said call-associated countdown to that computer.

14. A system as claimed in claim 12, wherein that computer constitutes the countdown means, and wherein the CTI controller is arranged to include said retrieved countdown value in said incoming call message.

15. A system as claimed in claim 12, wherein the profile comprises a plurality of such countdown values each having a respective priority ranking, one of said plurality being a default countdown value and having lowest priority ranking, and the or each of the remainder of said plurality being associated with a predetermined value of a respective call-related feature, and wherein the CTI controller is arranged to compare information retrieved from the signalling data of that incoming call directly, or indirectly, with said predetermined value or values, and in the event of no successful comparison outcome to select for retrieval the default countdown value, and in the event of a successful comparison outcome in respect of one or more call-related features to select for retrieval the or a said countdown value taking into account, if necessary, priority ranking.

16. A system as claimed in claim 15, wherein a said call related feature is caller identity, and the CTI controller is arranged to retrieve from signalling data of that incoming call a caller identity.

17. A system as claimed in claim 16, wherein the said call-related feature is a name, and the CTI controller is arranged to retrieve a caller identity from signalling data of that incoming call and to use a caller identity to name translation table to obtain a corresponding name.

18. A system as claimed in claim 16, wherein the CTI controller is arranged to retrieve a calling line identity, which constitutes said caller identity.

19. A system as claimed in claim 15, wherein a said call-related feature is geographical origin, and the CTI controller is arranged to retrieve from signalling data of that incoming call a geographical origin.

20. A system as claimed in claim 19, wherein the geographical origin feature is an area name, and the CTI controller is arranged to retrieve a calling line identity from signalling data of that incoming call, to extract an area code from the calling line identity, and to use an area code-to-area name translation table to obtain a corresponding area name.

21. A system as claimed in claim 15, wherein a said call-related feature is a range of times, and the CTI controller is arranged to compare the time of receipt of that incoming call with said range of times.

22. A system as claimed in claim 15, wherein a said call-related feature is the type of route taken by that incoming call, and the CTI controller is arranged to deduce the type of route by examination of the signalling data of that incoming call.