Authorization to place calls by remote users

• US 8,687,785 B2
• Filed: 11/16/2006
• Issued: 04/01/2014
• Est. Priority Date: 11/16/2006
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Katkam, Vinod, Jain, Mukul, Kumar, Sanjeev, Patel, Labhesh, Baird, Randall B., Pearce, Christopher E., Shaffer, Shmuel
• Primary Examiner(s): Asanbayev, Oleg
• Application Number:
  US11/601,239
• Publication Number:
  US 20080118046A1
• Time in Patent Office: 2,693 Days
• Field of Search: 379/32.01, 379/198, 37914201-14205, 37926501-2661, 379/211.02, 379/265.02, 379/188, 379/200, 379/201.01
• US Class Current: 379/198
• CPC Class Codes: H04M 3/38 Graded-service arrangements, i.e. some subscribers prevented from establishing certain connections queuing arrangements H04Q3/64
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements

Abstract

A system includes a first interface to connect with a network, and a second interface to connect with a telephone device of an enterprise. A unit controls a connection between the first and second interfaces for an outgoing call from the telephone device to a remote telephone device connected to the network. A processor subsystem coupled with the unit operates to initiate communications with a telephone device associated with a supervisor having authority to allow or deny the call. The processor subsystem also operates too present the supervisor with information that includes a purpose or reason for the outgoing call. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure.

Claims

1. A private branch exchange (PBX) system comprising:

a first interface to connect with a network;

a second interface to connect with a telephone device of a caller; and

a unit operable to control a connection between the first and second interfaces for an outbound call from the telephone device of the caller to a remote telephone device of a callee connected to the network, the outbound call requiring a valid authorization code; and

a processor subsystem coupled with the unit and operable to;

receive the outbound call dialed by the caller to a number of the callee, the outbound call requiring the valid authorization code which the caller lacks;

hold the outbound call in a queue;

initiate communications with a telecommunications device associated with a first supervisor;

present, through a graphical user interface (GUI) window displayed on a screen of the telecommunications device associated with the first supervisor, information about the outbound call and a selectable option to allow or deny the outbound call, the information comprising a name of the caller and a reason for the outbound call, the supervisor having authority to allow or deny the outgoing call; and

provide, on a GUI window of the telecommunication device, a selectable option to consult with the caller, a selectable option to communicate with a telecommunications device of a second supervisor, and a selectable option to forward the outbound call to the telecommunications device of the second supervisor, prior to allowing or denying the outbound call;

wherein the unit is further operable to;

make the connection for the outbound call to the remote telephone device associated with the number of the callee in response to the first supervisor selecting the selectable option received from the telecommunications device of the first supervisor that indicates the first supervisor is allowing the outbound call; and

drop the outbound call in response to the first supervisor selecting the selectable option received from the telecommunications device of the first supervisor that indicates the first supervisor is denying the outbound call and provide the first supervisor with a dialog box for communication with the caller allowing the first supervisor to enter a reason for dropping the outbound call.

2. The PBX system of claim 1 wherein the processor subsystem is further operable to determine a preferred communications mode for communicating with the first supervisor.

3. The PBX system of claim 1 further comprising a module coupled with the processor subsystem, the module containing a listing of call route patterns, each call route pattern being mapped to a set of supervisors, the processor subsystem being operable to access the listing in the module in response to the outbound call, and to select one of the supervisors in the set as the first supervisor.

4. The PBX system of claim 3 wherein the module further includes the preferred communications mode of the first supervisor.

5. The PBX system of claim 1 further comprising a queue that holds the outbound call until the first supervisor has been contacted.

6. The PBX system of claim 1, wherein the information about the outbound call and an option to allow or deny the outbound call is presented to the first supervisor via instant messaging (IM).

7. The PBX system of claim 1, wherein the information about the outbound call and an option to allow or deny the outbound call is presented to the first supervisor via an interactive voice response (IVR) script.

8. The PBX system of claim 1 wherein the processor subsystem is further operable to

present the reason from the first supervisor for denying the outbound call to the caller.

9. A computer-implemented method for regulating the placement of outbound telephone calls of an enterprise comprising:

receiving, at a communications node, an outbound call dialed by a caller to a number of a callee, the outbound call requiring a valid authorization code which the caller lacks, wherein the communications node comprises a private branch exchange (PBX);

holding, by the communications node, the outbound call in a queue;

notifying, by the communications node, a first supervisor of the outbound call through a graphical user interface (GUI) window displayed on a screen of a telecommunications device associated with the first supervisor;

providing, on the GUI window of the telecommunications device, information about the outbound call and a selectable option to allow or deny the outbound call, the information comprising a name of the caller and a reason for the outbound call;

providing, on the GUI window of the telecommunication device, a selectable option to consult with the caller, a selectable option to communicate with a telecommunications device of a second supervisor, and a selectable option to forward the outbound call to the telecommunications device of the second supervisor, prior to allowing or denying the outbound call; and

connecting, by the communications node, the outbound call to a device associated with the number of the callee in response to the first supervisor selecting the selectable option that indicates the first supervisor is allowing the outbound call, the selectable option indicating the first supervisor is allowing the outbound call received from the telecommunications device associated with the first supervisor; and

dropping, by the communications node, the outbound call in response to the first supervisor selecting the selectable option that indicates the first supervisor is denying the outbound call and providing the first supervisor with a dialog box for communication with the caller allowing the first supervisor to enter a reason for dropping the outbound call.

10. The computer-implemented method of claim 9 wherein the information further includes a customer number and/or a case number, and the number of the callee.

11. The computer-implemented method of claim 9 further comprising determining a mode of communication with the supervisor using a presence server.

12. A non-transitory computer-readable storage medium encoded with a computer program, which, when executed, is operable to:

receive, at a private branch exchange (PBX), an outbound call dialed by a caller to a number of a callee, the outbound call requiring a valid authorization code which the caller lacks;

hold, by the PBX, the outbound call in a queue;

notify, by the PBX, a first supervisor of the outbound call through a graphical user interface (GUI) window displayed on a screen of a telecommunications device associated with the first supervisor;

provide, on the GUI window of the telecommunication device, information about the outbound call and a selectable option to allow or deny the outbound call, the information comprising a name of the caller and a reason for the outbound call;

provide, on the GUI window of the telecommunication device, a selectable option to consult with the caller, a selectable option to communicate with a telecommunications device of a second supervisor, and a selectable option to forward the outbound call to the telecommunications device of the second supervisor, prior to allowing or denying the outbound call;

connect, by the PBX, the outbound call to a device associated with the number of the callee in response to the first supervisor selecting the selectable option that indicates the first supervisor is allowing the outbound call, the selectable option indicating the first supervisor is allowing the outbound call received from the telecommunications device associated with the first supervisor; and

drop, by the PBX, the outbound call in response to the first supervisor selecting the selectable option that indicates the first supervisor is denying the outbound call and providing the first supervisor with a dialog box for communication with the caller allowing the first supervisor to enter a reason for dropping the outbound call.

13. The non-transitory computer-readable storage medium of claim 12 wherein the computer program, when executed, is further operable to:

locate the first supervisor; and

identify a communications mode to be used to notify the first supervisor of the outbound call.