Call Management system with call control from user workstation computers

• US 7,136,475 B1
• Filed: 07/27/1999
• Issued: 11/14/2006
• Est. Priority Date: 07/27/1999
• Status: Expired due to Term

• Current Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Original Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Inventors: Wohlenberg, Gregory S., Fogle, Mark E., Daleiden, John J., Emerson, S. Thomas, Rogers, Paul C., Saltwick, John M.
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Anwah, Olisa
• Application Number:
  US09/360,719
• Time in Patent Office: 2,667 Days
• Field of Search: 379/88.01, 379/88.13, 379/88.19, 379/88.2, 379/88.23, 379/265, 379/210, 379/211, 379/212, 379/213, 379/214, 379/269, 379/266, 379/268, 379/262, 379/213.01, 379/214.01
• US Class Current: 379/213.01
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• 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 7/0012 Details of application programming interfaces [API] for telephone networks; Arrangements which combine a telephonic communication equipment and a computer, i.e. computer telephony integration [CPI] arrangements

Abstract

A Call Management System provides for management of calls directly by system users at their workstation computers via a digital data network such as a digital networks not controlled via the user'"'"'s telephone instruments as in prior systems. A call management computer intercepts incoming calls and controls the handling of such calls according to instructions received from the users'"'"' workstations, which are accessed via the digital data network. Trunk circuits are monitored and controlled using digital signal processors to proactively identify the called party, the calling party and the call type (voice, Fax, data) and control and to monitor all calls. Each different type of call is managed differently and automatically through direct user workstation controls and/or user-generated rules to provide special treatment for designated callers. Multiple calls to user at the same time may be handled with no busy signals to callers. Only one number is needed for a user to receive voice Fax and data calls. Fax and data transmissions are automatically received.

Claims

1. A call management system comprising:

at least one user position, comprising a computer workstation and associated telephone apparatus;

a call management computer;

a digital data network connecting the workstation of said at least one user position with said call management computer;

said call management computer including means for intercepting an incoming call to said at least one user position;

a storage means for storing at least one processing rule for determining how an intercepted call is to be processed;

means for determining that the intercepted call is for said at least one user position;

means for interacting with the workstation of said at least one user position to determine how the intercepted call is to be processed;

means for processing the call according to instructions received from the workstation of the user;

means for allowing a user to modify the at least one processing rule;

wherein said call management computer includes means for identifying a call type for the incoming call;

wherein said call management computer includes means for identifying the calling party; and

;

wherein said at least one processing rule is selected based on at least one of the call type and the calling party.

2. A call management system in accordance with claim 1 wherein said call type includes at least one of a voice call and a fax call.

3. A call management system in accordance with claim 2 wherein said call type includes a data call.

4. A call management system in accordance with claim 1 wherein said call type includes at least one of a voice call and a data call.

5. A call management system in accordance with claim 4 wherein said call type includes a fax call.

6. A call management system in accordance with claim 2 wherein said call management computer includes means for receiving fax documents.

7. A call management system in accordance with claim 6 wherein said call management computer includes storage for received fax documents.

8. A call management system in accordance with claim 7 wherein said computer workstation selectively retrieves stored fax documents determined to be for the user position.

9. A call management system in accordance with claim 2 wherein said call management computer includes means for receiving data files.

10. A call management system in accordance with claim 9 wherein said call management computer includes storage for received data files.

11. A call management system in accordance with claim 10 wherein said computer workstation selectively retrieves stored data files determined to be for the user position.

12. A call management system in accordance with claim 2 further including means for identifying said fax calls by detecting CNG signals.

13. A call management system in accordance with claim 2 further including means for identifying said fax calls by detecting ISDN messages.

14. A call management system in accordance with claim 4 further including means for identifying said data calls by detecting DTMF signals.

15. A call management system in accordance with claim 4 further including means for identifying said data calls by detecting data carrier signals.

16. A call management system in accordance with claim 5 further including means for identifying said fix calls by detecting CNG signals.

17. A call management system in accordance with claim 5 further including means for identifying said fax calls by detecting ISDN messages.

18. A call management system in accordance with claim 5 wherein an identifying message is returned to the calling fax machine which confirms the identity of the called party.

19. A call management system in accordance with claim 1 wherein the types of calls determine, at least in part, the at least one processing rule.

20. A call management system in accordance with claim 19 wherein said at least one processing rule is determined to be applicable at least in part by the current status of the called user.

21. A call management system in accordance with claim 20 wherein the current status of the called user includes whether or not he or she is on the phone.

22. A call management system in accordance with claim 20 wherein the current status of the called user includes whether or not he or she is available to receive calls.

23. A call management system in accordance with claim 20 wherein the current status of the called user includes whether or not he or she is accepting only priority calls.

24. A call management system in accordance with claim 20 wherein the current status of the called user includes his or her current location.

25. A call management system in accordance with claim 20 wherein said at least one processing rule is determined to be applicable at least in part by the current date, day of the week and/or time of day.

26. A call management system in accordance with claim 19 wherein said at least one processing rule includes instructions for routing calls from at least one caller to a destination other than the user position.

27. A call management system in accordance with claim 26 wherein said other destination is a destination on a public switched telephone network.

28. A call management system in accordance with claim 26 wherein said other destination is another user position.

29. A call management system in accordance with claim 26 wherein said other destination is a destination on the Internet.

30. A call management system in accordance with claim 19 wherein said at least one processing rule specifies, at least in part, that the call be transferred to the called user at a location other than the normal user position.

31. A call management system in accordance with claim 30 further including means for the user to change the location to which the call is to be transferred by calling the call management system and entering appropriate instructions.

32. A call management system in accordance with claim 30 wherein said at least one processing rule specifies a series of alternate destinations which are to be called.

33. A call management system in accordance with claim 19 wherein-said at least one processing rule specifies, at least in part, that the user be paged upon receipt of certain calls.

34. A call management system in accordance with claim 19 wherein said at least one processing rule specifies, at least in part, that another call processing rule should be applied to the call.

35. A call management system in accordance with claim 19 wherein said at least one processing rule specifies, at least in part, that a special ringing sound should be used for the call.

36. A call management system in accordance with claim 2 wherein each user has a single telephone number for both voice and fax calls.

37. A call management system in accordance with claim 3 wherein each user has a single telephone number for voice, fix and data calls.

38. A call management system in accordance with claim 4 wherein each user has a single telephone number for both voice and data calls.

39. A call management system in accordance with claim 5 wherein each user has a single telephone number for voice, fax and data calls.

40. A call management system in accordance with claim 2 wherein fax calls received for specified numbers are accepted as though directed to a specified user.

41. A call management system in accordance with claim 5 wherein fax calls received for specified numbers are accepted as though directed to a specified user.

42. A call management system in accordance with claim 3 wherein data calls received for specified numbers are accepted as though directed to a specified user.

43. A call management system in accordance with claim 4 wherein data calls received for specified numbers are accepted as though directed to a specified user.