Managing held telephone calls from a remote telecommunications terminal

• US 7,925,000 B2
• Filed: 08/29/2005
• Issued: 04/12/2011
• Est. Priority Date: 08/29/2005
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Mohler, David S.
• Primary Examiner(s): Chin; Vivian
• Assistant Examiner(s): Kim; Paul
• Application Number:
  US11/214,136
• Publication Number:
  US 20070047700A1
• Time in Patent Office: 2,052 Days
• Field of Search: 37926501-2661, 379/100.05, 379/93.07, 379/220.01, 379/266.03, 379/309, 379/88.01, 370/356
• US Class Current: 379/265.01
• CPC Class Codes: H04M 1/2478 Telephone terminals specially adapted for non-voice services, e.g. email, internet access centralized arrangements where telephones services are combined H04M7/0024; for recording text messages H04M3/5322; for accessing Internet H04M3/4938
• CPC Class Codes: H04M 1/575 Means for retrieving and displaying personal data about calling party
• CPC Class Codes: H04M 1/642 storing speech in digital form
• CPC Class Codes: H04M 1/7243 with interactive means for internal management of messages
• CPC Class Codes: H04M 1/72469 for operating the device by selecting functions from two or more displayed items, e.g. menus or icons
• CPC Class Codes: H04M 1/72513 On hold, intercom or transfer communication modes
• CPC Class Codes: H04M 11/066 Telephone sets adapted for data transmision
• CPC Class Codes: H04M 2250/60 logging of communication history, e.g. outgoing or incoming calls, missed calls, messages or URLs logging of telephone numbers H04M1/56, H04M1/57

Abstract

A telecommunications terminal is disclosed that is capable of displaying information about calls that are on hold or queued for delivery at a data-processing system, wherein the calls are to be delivered the terminal itself. The terminal displays characteristics of each call, such as: (i) the caller'"'"'s name, (ii) the calling number, (iii) the subject of the call, (iv) the urgency of the call, (v) the holding time of the call, and (vi) a telecommunications address of a messaging resource (such as email) associated with the call. The user (e.g., an off-premises representative, etc.) of the telecommunications terminal in the illustrative embodiment, in contrast with some terminals in the prior art, has the ability to remotely reorder or otherwise dispose the calls based on one or more of the call characteristics.

Claims

1. A method for a user to remotely reorder calls that are held for the user in a queue, the method comprising:

(a) generating by a data-processing system the queue that comprises a plurality of calls, wherein the plurality of calls are to be delivered in a first order based on a first characteristic to, and only to, a telecommunications terminal;

(b) displaying, at the telecommunications terminal;

(i) a first sign that represents the first characteristic,

(ii) a second sign that represents a second characteristic,

(iii) a third sign that represents a first call, and

(iv) a fourth sign that represents a second call,

wherein (A) the plurality of calls comprises the first call and the second call, and (B) the third sign and the fourth sign are displayed in the first order;

(c) receiving an input from the user at the telecommunications terminal, wherein the input selects the second sign that represents the second characteristic;

(d) transmitting from the telecommunications terminal to the data-processing system, based on the input, a first signal that directs the data-processing system to reorder the plurality of calls in the queue according to a second order that is based on the second characteristic; and

(e) in response to the first signal, reordering, by the data-processing system, the plurality of calls in the queue according to the second order, wherein the second order is different than the first order, and wherein the plurality of calls are to be delivered to the telecommunications terminal according to the second order;

wherein the input from the user causes the data-processing system to reorder the plurality of calls in the queue according to the second order that is based on the second characteristic.

2. The method of claim 1 further comprising displaying, at the telecommunications terminal, the third sign and the fourth sign in the second order, based on the reception of a second signal from the data-processing system.

3. The method of claim 1 wherein the first characteristic is the subject of a call.

4. The method of claim 1 wherein the first characteristic is the urgency of a call.

5. The method of claim 1 wherein the first characteristic is the holding time of a call.

6. The method of claim 1 wherein the first characteristic is the telecommunications address of a messaging resource that is associated with a call.

7. The method of claim 6 wherein the messaging resource is email.

8. The method of claim 6 wherein the messaging resource is instant messaging.

9. A method for a user to activate a rule for disposing of calls that are queued for the user, the method comprising:

(a) receiving by a telecommunications terminal a first input based on the rule, wherein the first input is received from the user and comprises;

i) a selected value of a selected characteristic and

ii) a selected action;

(b) receiving by the telecommunications terminal from a data-processing system a first signal that identifies;

i) a plurality of calls that are held in a queue at the data-processing system for delivery to and only to the telecommunications terminal,

ii) at least one characteristic associated with each call in the plurality of calls, and

iii) a value for at least one characteristic;

(c) receiving by the telecommunications terminal a second input from the user, wherein the second input signifies that the rule is to be activated; and

(d) transmitting by the telecommunications terminal to the data-processing system a second signal based on the second input, wherein the second signal indicates that whenever a value of the selected characteristic of a call in the queue matches the selected value of the selected characteristic, the data-processing system is to apply the selected action to the call;

wherein the second input from the user causes the data-processing system to activate the rule for the plurality of calls that are held in the queue according to the selected action and the selected value of the selected characteristic.

10. The method of claim 9 wherein the data-processing system is to apply the selected action only while the telecommunications terminal is connected to a call that is not in the queue.

11. The method of claim 9 wherein the second user input further comprises a duration of time, and wherein the data-processing system is to apply the selected action for the duration of time.

12. The method of claim 9, wherein (i) the selected value indicates the subject of a first call and (ii) the selected action is to transfer the first call.

13. The method of claim 9, wherein (i) the selected value indicates the urgency of a first call and (ii) the selected action is to deliver the first call to the telecommunications terminal.

14. The method of claim 9 wherein the selected value indicates the holding time of a first call.

15. The method of claim 9 wherein the selected action is to deliver a message to the caller of the call.

16. The method of claim 15 wherein the message is a prepared audio message.

17. The method of claim 16 wherein the prepared audio message is based on the selected value of the selected characteristic.

18. The method of claim 16 further comprising displaying a plurality of messages at the telecommunications terminal, wherein each message in the plurality corresponds to a different prepared audio message.