Computer telephony integration (CTI) systems and methods for enhancing school safety

• US 8,149,823 B2
• Filed: 01/27/2003
• Issued: 04/03/2012
• Est. Priority Date: 01/27/2003
• Status: Active Grant

• Current Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Turcan, Diane Brown, Wellons, David L.
• Primary Examiner(s): Moe, Aung S
• Assistant Examiner(s): PASIA, REDENTOR M
• Application Number:
  US10/351,684
• Publication Number:
  US 20040146047A1
• Time in Patent Office: 3,354 Days
• Field of Search: 370/328, 370260-262, 370/270, 370/312, 370352-356, 370/401, 370466-467, 379/365.02, 37926501-26503, 37926511-26514, 37926601-26604, 379/258, 379/262, 379/387.01, 379/265.05, 379/265.1
• US Class Current: 370/356
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 2203/205 Broadcasting
• CPC Class Codes: H04M 2203/2083 Confirmation by serviced party
• CPC Class Codes: H04M 2242/04 for emergency applications
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/42348 Location-based services which utilize the location information of a target
• CPC Class Codes: H04M 3/42365 Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/53375 Message broadcasting
• CPC Class Codes: H04M 7/0036 where the data service is an information service
• CPC Class Codes: H04M 7/1235 where one of the core networks is a wireless network
• CPC Class Codes: H04M 7/128 Details of addressing, directories or routing tables
• CPC Class Codes: H04M 7/1295 Details of dual tone multiple frequency signalling

Abstract

Methods and systems are disclosed for enabling a dynamic computer telephony integration campus call center that leverages the assets of a school communications system including internal telecommunications networks, information systems, data networks, and applications, of public telecommunications networks, of public data networks, and/or of various communications devices to facilitate improved access, sharing, notification, and/or management of communications (e.g., external and internal communications) and associated data to enhance school safety services.

Claims

1. A computer telephony integration system having a call management system for connecting at least one agent station with at least one telephone line, the system comprising:

a processor executing a software application stored in memory that causes the processor to;

receive a communication at an automated answering system in a school'"'"'s call center;

receive calling number identification information associated with the communication;

automatically inquire for an identifier of a caller;

receive initiation of an emergency response feature;

retrieve a profile associated with the calling number identification information;

provide the communication and the calling number identification information to a computer in the school'"'"'s call center;

allow the computer to select a memory location at the school'"'"'s call center for storing the calling number identification information;

store the calling number identification information to a local file server operating in the school'"'"'s call center;

identify a designated party to receive the communication;

associate a communications profile with the designated party;

retrieve an Internet Protocol address from the communications profile;

receive a location of the designated party and a location of a device associated with the Internet Protocol address, wherein the location of the designated party and the device associated with the Internet Protocol address is determined based on mapping coordinates to associate a location within a school, wherein the coordinates are transmitted by the device associated with the Internet Protocol address;

determine a communications device is proximate to the location of the device associated with the Internet Protocol address;

retrieve a rule that specifies an availability of the designated party to accept the communication based on the location of the designated party;

retrieve another rule that requires routing the communication to the communications device when the designated party is unavailable; and

route the communication to the communications device.

2. The system of claim 1, wherein the software application further causes the processor to store and retrieve the communications profile, the communications profile comprising data associated with the communication.

3. The system of claim 1, wherein the software application further causes the processor to receive signals that determine a location of the communications device.

4. A method, comprising:

receiving a call at an automated answering system in a school'"'"'s call center;

receiving calling number identification information associated with the call;

automatically inquiring for an identifier of a caller;

receiving initiation of an emergency response feature;

retrieving a profile associated with the calling number identification information;

retrieving from the profile an instruction to record the call;

routing the call and the calling number identification information to a computer in the school'"'"'s call center;

allowing a user of the computer to select a memory location at the school'"'"'s call center for storing the calling number identification information;

storing the calling number identification information to a local file server operating in the school'"'"'s call center;

identifying a designated party to receive the call;

associating a communications profile with the designated party;

retrieving an Internet Protocol address from the communications profile;

retrieving instructions from the communications profile for disseminating the calling number identification information to the Internet Protocol address associated with the designated party;

sending, according to the instructions, the calling number identification information to the Internet Protocol address associated with the designated party;

receiving a location of the designated party;

receiving a location of a device associated with the Internet Protocol address, wherein the location of the designated party and the device associated with the Internet Protocol address is determined based on mapping coordinates to associate a location within a school, wherein the coordinates are transmitted by the device associated with the Internet Protocol address;

retrieving a rule from memory that specifies an availability of the designated party to accept the call based on the location of the designated party;

retrieving another rule that requires routing the call to a messaging system proximate to the location of the device associated with the Internet Protocol address when the designated party is unavailable; and

routing the call to the messaging system.

5. The method of claim 4, further comprising:

presenting a message that the call may be recorded; and

presenting another message that the privacy features of the call are deactivated.

6. The method of claim 4, further comprising encrypting the calling number identification information.

7. A computer readable storage device storing processor executable instructions for performing a method, the method comprising:

receiving a call-at an automated answering system in a school'"'"'s call center;

receiving a calling number identification information associated with the call;

automatically inquiring for an identifier of a caller;

receiving initiation of an emergency response feature;

retrieving a profile associated with the calling number identification information;

retrieving from the profile an instruction to record the call;

determining a location associated with the communication by matching the calling number identification information with profile location data retrieved from the profile;

routing the call and the calling number identification information to a computer in the school'"'"'s call center;

allowing a user of the computer to select a memory location at the school'"'"'s call center for storing the calling number identification information;

storing the calling number identification information to a local file server operating in the school'"'"'s call center;

identifying a designated party to receive the call;

associating a communications profile with the designated party;

retrieving an Internet Protocol address from the communications profile;

retrieving instructions from the communications profile for disseminating the calling number identification information to the Internet Protocol address associated with the designated party;

sending, according to the instructions, the calling number identification information to the Internet Protocol address associated with the designated party;

receiving a location of the designated party;

receiving a location of a device associated with the Internet Protocol address, wherein the location of the designated party and the device associated with the Internet Protocol address is determined based on mapping coordinates to associate a location within a school, wherein the coordinates are transmitted by the device associated with the Internet Protocol address;

retrieving a rule from the communications profile that specifies an availability of the designated party to accept the call when based on the location of the designated party;

retrieving another rule from the communications profile that requires the call be routed to a messaging system proximate to the location of the device associated with the Internet Protocol address when the designated party is unavailable; and

routing the call to the messaging system.