Call management using call routing engine

• US 7,099,451 B1
• Filed: 09/27/2000
• Issued: 08/29/2006
• Est. Priority Date: 09/27/2000
• Status: Expired due to Fees

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Wang, Tse-Ming, Milano, Vincent Jr., Jordan, Kenneth
• Primary Examiner(s): Chan, Wing
• Assistant Examiner(s): LE, KAREN L
• Application Number:
  US09/670,864
• Time in Patent Office: 2,162 Days
• Field of Search: 379/212.01, 379/207.01, 379/220.01, 379/221.01
• US Class Current: 379/212.01
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/56 Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80

Abstract

A call management technique implemented using a call routing engine is disclosed. In the technique, local (e.g., ACD) switching resources and a public network are controlled as a single virtual switch for purposes of implementing call processing features.

Claims

1. A call management method implemented using a call routing engine, the method comprising:

receiving at the engine a first call management message for causing the engine to initiate establishment of one of a first connection and a second connection, the first connection being via a public network and also being between one called device and a calling device, the second connection being via the network and also being among the calling device, the one called device, and another called device, the calling device being previously connected to the another called device via the network prior to receipt of the message at the engine; and

issuing from the engine, in response to the receipt of the first call management message at the engine, a second call management message specifying a DTMF sequence for provision to the network to cause the network to initiate the establishment of the one of the first connection and the second connection.

2. A method according to claim 1, wherein the first call management message is issued from the another called device to the engine.

3. A method according to claim 1, further comprising:

receiving at the another called device the second call management message; and

in response receipt of the second call management message at the another called device, providing from the another called device to the network the DTMF sequence.

4. A method according to claim 3, wherein the DTMF sequence is provided to the network from the another called device via a third connection that existed, via the network, between the another called device and the calling device prior to the receipt of the first call management message at the engine.

5. A method according to claim 4, further comprising:

in response to the receipt of the second call management message at the another called device, terminating the third connection.

6. A method according to claim 1, wherein the first connection is for facilitating a call transfer operation.

7. A method according to claim 1, wherein the second connection is for facilitating a call conferencing operation.

8. A method according to claim 1, wherein the one called device and the another called device each comprise a respective ACD, and the network is a public switched telephone network.

9. A call management apparatus, comprising:

a call routing engine that receives a first call management message for causing the engine to initiate establishment of one of a first connection and a second connection, the first connection being via a public network and also between one called device and a calling device, the second connection being via the network and also being among the calling device, the one called device, and another called device, the calling device being previously connected to the another called device via the network prior to receipt of the message by the engine; and

the engine issuing, in response to the receipt of the first call management message by the engine, a second call management message specifying a DTMF sequence for provision to the network to cause the network to initiate the establishment of the one of the first connection and the second connection.

10. An apparatus according to claim 9, wherein the another called device issues the first call management message to the engine.

11. An apparatus according to claim 9, wherein:

the another called device receives the second call management message; and

in response receipt of the second call management message by the another called device, the another called device provides to the network the DTMF sequence.

12. An apparatus according to claim 11, wherein the another called device provides DTMF sequence to the network via a third connection that existed, via the network, between the another called device and the calling device prior to the receipt of the first call management message by the engine.

13. An apparatus according to claim 11, further comprising:

in response to the receipt of the second call management message at the another called device, the another called device initiates termination of a previously-established connection between the calling device and the another called device.

14. An apparatus according to claim 9, wherein the first connection is for facilitating a call transfer operation.

15. An apparatus according to claim 9, wherein the second connection is for facilitating a call conferencing operation.

16. An apparatus according to claim 9, wherein the one called device and the another called device each comprise a respective ACD, and the network is a public switched telephone network.

17. A call management system, comprising:

means for receiving at the engine a first call management message for causing the engine to initiate establishment of one of a first connection and a second connection, the first connection being via a public network and also between one called device and a calling device, the second connection being via the network and also being among the calling device, the one called device, and another called device, the calling device being previously connected to the another called device via the network prior to receipt of the message at the engine; and

means for issuing from the engine, in response to the receipt of the first call management message at the engine, a second call management message specifying a DTMF sequence for provision to the network to cause the network to initiate the establishment of the one of the first connection and the second connection.

18. A system according to claim 17, wherein the first call management message is issued from the another called device to the engine.

19. A system according to claim 17, further comprising:

means for receiving at the another called device the second call management message; and

means for, in response receipt of the second call management message at the another called device, providing from the another called device to the network the DTMF sequence.

20. A system according to claim 19, wherein the DTMF sequence is provided to the network from the another called device via a third connection that existed, via the network, between the another called device and the calling device prior to the receipt of the first call management message at the engine.

21. A system according to claim 19, further comprising:

means for, in response to the receipt of the second call management message at the another called device, terminating a previously-established connection between the calling device and the another called device.

22. A system according to claim 17, wherein the first connection is for facilitating a call transfer operation.

23. A system according to claim 17, wherein the second connection is for facilitating a call conferencing operation.

24. A system according to claim 17, wherein the one called device and the another called device each comprise a respective ACD, and the network is a public switched telephone network.

25. Computer-readable memory comprising computer-executable program instructions for use in call management, the instructions, when executed, causing:

receiving at the engine of a first call management message for causing the engine to initiate establishment of one of a first connection and a second connection, the first connection being via a public network and also between one called device and a calling device, the second connection being via the network and also being among the calling device, the one called device, and another called device, the calling device being previously connected to the another called device via the network prior to receipt of the message at the engine; and

issuing from the engine, in response to the receipt of the first call management message at the engine, of a second call management message specifying a DTMF sequence for provision to the network to cause the network to initiate the establishment of the one of the first connection and the second connection.

26. Memory according to claim 25, wherein the first call management message is issued from the another called device to the engine.

27. Memory according to claim 25, wherein the instructions, when executed, also cause:

receiving at the another called device of the second call management message; and

in response receipt of the second call management message at the another called device, providing from the another called device to the network of the DTMF sequence.

28. Memory according to claim 27, wherein the DTMF sequence is provided to the network from the another called device via a third connection that existed, via the network, between the another called device and the calling device prior to the receipt of the first call management message at the engine.

29. Memory according to claim 27, wherein the instructions, when executed, also cause:

in response to the receipt of the second call management message at the another called device, terminating of a previously-established connection between the calling device and the another called device.

30. Memory according to claim 25, wherein the first connection is for facilitating a call transfer operation.

31. Memory according to claim 25, wherein the second connection is for facilitating a call conferencing operation.

32. Memory according to claim 25, wherein the one called device and the another called device each comprise a respective ACD, and the network is a public switched telephone network.