Call notification with rich caller identification

• US 9,319,515 B2
• Filed: 01/26/2015
• Issued: 04/19/2016
• Est. Priority Date: 07/14/2003
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Chatterjee, Saurav, Perfetto, Josh, Rana, Hemendra, Fullarton, Paul, Shah, Ankur
• Primary Examiner(s): Nguyen, Khai N
• Application Number:
  US14/605,297
• Publication Number:
  US 20150133096A1
• Time in Patent Office: 449 Days
• Field of Search: 379/211.01, 379/211.02, 379/212.01, 370/352, 455/415
• US Class Current: 1/1
• CPC Class Codes: H04M 2203/1091 Fixed mobile conversion
• CPC Class Codes: H04M 2203/2044 Group features, e.g. closed user group
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 2203/5009 Adding a party to an existing conference conducting a computer conference, e.g. admission detection H04L12/1822
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 3/42008 Systems for anonymous communication between parties, e.g. by use of disposal contact identifiers
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42246 where the subscriber uses a multi-mode terminal which moves and accesses different networks with at least one network having a wireline access including cordless PBX
• CPC Class Codes: H04M 3/42314 in private branch exchanges
• CPC Class Codes: H04M 3/4234 Remote access to features of PBX or home telephone systems-teleworking in a PBX
• 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 3/436 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 3/44 Additional connecting arrangements for providing access to frequently-wanted subscribers, e.g. abbreviated dialling at the subscriber's set H04M1/27; automatic redialling H04M3/424
• CPC Class Codes: H04M 3/46 Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
• CPC Class Codes: H04M 3/465 Arrangements for simultaneously calling a number of substations until an answer is obtained
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• 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 7/0069 comprising a residential gateway, e.g. those which provide an adapter for POTS or ISDN terminals
• CPC Class Codes: H04M 7/1235 where one of the core networks is a wireless network
• CPC Class Codes: H04W 4/16 : Communication-related supplementary services, e.g. call-transfer or call-hold

Abstract

Communication systems and methods are described that include call notification with rich caller identification. Components of the communication systems are configured to receive a call for a user via an enterprise voice channel. A call request is automatically generated in response to event data of the received call. The call request includes caller data from enterprise databases or directories. The caller data provides identifying information of the caller to the user via the call request. The call request can include response options by which the user can participate in the call. The call request is routed to a target device of the user via a data channel of the host enterprise. The target device provides the user with multiple action or response options via the call request. The response options include for example accepting the call, delaying the call, forwarding the call, ignoring the call, and ignoring the caller.

Claims

1. A system comprising:

a server coupled with an enterprise and at least one communication network, the server including a facilitator,

wherein the facilitator is operable to;

receive from an associated caller a call via a first voice channel to a telephone of an associated user;

generate a call request in response to call event data of the call, wherein the call request includes caller identification data received from a directory stored in a memory, the caller identification data relating to information of the associated caller;

route the call request to a target device via a data channel without transferring the received call via a second voice channel to the target device, while concurrently directing the call via the first voice channel to the telephone;

generate a plurality of call response options relative to the call at the target device; and

cancel the call request by sending a notification to the target device via the data channel responsive to determining the call was answered at the telephone before a selected call response was received from the target device via the data channel.

2. The system of claim 1, wherein the facilitator is further operable to retransfer the call to a voicemail box of the telephone responsive to an absence of a response message from the target device confirming within a predetermined time that the target device answered the call and after transferring the call to the target device.

3. The system of claim 1, wherein the facilitator is further operable to automatically answer the call at the target device.

4. The system of claim 1, wherein the plurality of call response options include postponing the call.

5. The system of claim 1, wherein the facilitator is further operable to route the call request to at least one other target device of at least one second associated user, wherein the distributed routing includes one or more of routing to the at least one second associated user instead of the routing to a first user and routing to the at least one second associated user in addition to the routing to the first user.

6. The system of claim 1, wherein the facilitator is further operable to:

detect termination of the call prior to the accepting; and

initiate a return call to the associated caller.

7. A system comprising:

a server coupled with an enterprise and at least one communication network, the server including a facilitator,

wherein the facilitator is operable to;

receive from an associated caller a call via a first voice channel to a telephone of an associated user;

generate a call request in response to call event data of the call, wherein the call request includes caller identification data received from a directory stored in a memory, the caller identification data relating to information of the associated caller;

route the call request to a target device via a data channel without transferring the received call via a second voice channel to the target device, while concurrently directing the call via the first voice channel to the telephone;

generate a plurality of call response options relative to the call at the target device; and

selectively decouple the call transferred to the designated target device and retransferring the call to a voicemail box of the telephone responsive to an absence of a response message from the designated target device confirming within a predetermined time that the designated target device answered the call and after transferring the call to the designated target device.

8. A method comprising:

receiving, at a server facilitator, call event data for calls to a telephone of an associated user received via a first voice channel;

generating, via the server facilitator, call requests including caller data and a plurality of call responses, wherein the plurality of call response options include accepting the call;

routing call requests, via the server facilitator, to a target device via a data channel without transferring the received call via a second voice channel to the target device, while concurrently directing the call via the first voice channel to the telephone;

selectively transferring calls, via the server facilitator, to the target device via the second voice channel responsive to receiving the accepting the call response from the target device before determining the call was answered at the telephone;

canceling call requests, via the server facilitator, by sending a notification to the target device via the data channel responsive to determining the received call was answered via the first voice channel at the telephone before a selected call response was received via the data channel; and

,

selectively decoupling calls, via the server facilitator, that transferred to the target device and retransfer the call to a voicemail box of the telephone responsive to an absence of a response message from the target device confirming within a predetermined time that the target device answered the call and after the transferring call to the target device.

9. The method of claim 8, further comprising directing the call to a voicemail box of the user.

10. The method of claim 8, wherein notifying the caller further comprises specifying a future time at which the user will be available to accept the call.

11. The method of claim 8, wherein the plurality of call responses include postponing the call.

12. The method of claim 11, further comprising:

generating a reminder message of the call in response to the postponing, wherein the reminder message includes the future time; and

transferring the reminder message to the target device.

13. The method of claim 11, further comprising:

detecting termination of the call prior to the postponing; and

initiating a return call to the caller via the voice channel.

14. A non-transitory computer readable medium including executable instructions which, when executed in a processing system, provides call notification by:

receiving, at a server facilitator, call event data for calls to a telephone of an associated user received via a first voice channel;

generating, via the server facilitator, call requests including caller data and a plurality of call responses, wherein the plurality of call response options include accepting the call;

routing call requests, via the server facilitator, to a target device via a data channel without transferring the received call via a second voice channel to the target device, while concurrently directing the call via the first voice channel to the telephone;

selectively transferring calls, via the server facilitator, to the target device via the second voice channel responsive to receiving the accepting the call response from the target device before determining the call was answered at the telephone;

canceling call requests, via the server facilitator, by sending a notification to the target device via the data channel responsive to determining the received call was answered via the first voice channel at the telephone before a selected call response was received via the data channel; and

,

selectively decoupling calls, via the server facilitator, that transferred to the target device and retransfer the call to a voicemail box of the telephone responsive to an absence of a response message from the target device confirming within a predetermined time that the target device answered the call and after the transferring call to the target device.

15. The computer readable medium of claim 14, further comprising directing the call to a voicemail box of the user.

16. The computer readable medium of claim 14, further comprising directing the call to a voicemail box of the user.

17. The computer readable medium of claim 14, wherein the plurality of call responses include postponing the call.

18. The computer readable medium of claim 17, further comprising:

generating a reminder message of the call in response to the postponing, wherein the reminder message includes the future time; and

transferring the reminder message to the target device.

19. The computer readable medium of claim 17, further comprising:

detecting termination of the call prior to the postponing; and

initiating a return call to the caller.