Method and apparatus for providing expanded telecommunications service

• US 20030142807A1
• Filed: 09/26/2002
• Published: 07/31/2003
• Est. Priority Date: 04/01/1999
• Status: Active Grant

• Current Assignee: CallWave Communications, LLC
• Original Assignee: FuzeBox, Inc.
• Inventors: Dolan, Robert A., Hofstatter, David F.
• Granted Patent: US 6,898,275 B2
• Time in Patent Office: Days
• US Class Current: 379/211.02
• CPC Class Codes: H04M 1/57 Arrangements for indicating or recording the number of the calling subscriber at the called subscriber's set at the operator set in a manual exchange H04M5/20
• CPC Class Codes: H04M 3/2236 Quality of speech transmission monitoring
• CPC Class Codes: H04M 3/428 Arrangements for placing incoming calls on hold
• CPC Class Codes: H04M 3/4281 when the called subscriber is connected to a data network using his telephone line, e.g. dial-up connection, Internet browsing
• 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 3/54 Arrangements for diverting calls for one subscriber to another predetermined subscriber based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; to voice mail H04M3/53308
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Abstract

System and method for putting control of incoming telephone calls in the hands of subscribers with the aid of computer software and the Internet. In effect, a very efficient multiplexer is provided that does not require a change in the behavior of the called party or the calling party. This system permits the called party to hear a spoken message by the calling party in real time, and the content of the spoken message permits the called party to decide how to handle the call. The system adaptively learns and captures the rules of the called party for handling calls, and learns which callers the called party always wishes to talk to. The system uses special control software on the called party'"'"'s computer which is connected to the Internet. The system employs a central server in which all of the required intelligence is resident. Audio signals are exchanged via non-data channels provided by the telephone companies and by the Internet. Either a very simple Internet busy pick-up is provided, or a very complex messaging system is provided, as desired. A feature is the monitoring and screening of incoming calls before deciding how to handle them. Another feature is the capturing and storage of the decision making profile.

Claims

1. A method for providing expanded telecommunication services on a telecommunication system where a call from a first entity to a second entity is placed when the first entity enters a number for the second entity, comprising the steps of:

receiving the call from the first entity at a local exchange switch;

identifying a number of the first entity;

directing the call and the number of the first entity from the switch to a gateway;

directing the call and the number of the entity from the gateway to a server;

determining whether the command center of the second entity is communicating with the server;

sending a message to the command center over a single line indicating the presence of the call and the identifying number of the first entity and the number of the second entity that was entered;

directing the call to one of a plurality telephonic devices according to the number of the second entity that was entered.

2. The method, as recited in claim 1, further comprising the steps of:

receiving from the command center to the server a command to have the server answer the call;

answering the call through the server;

playing a message;

recording a message from the call; and

storing the message in the server.

3. The method, as recited in claim 2, further comprising the steps of:

determining whether special instructions are stored in the computer regarding forwarding calls; and

forwarding the call to a number designated by the second entity.

7. The method as recited in claim 2, further comprising the steps of:

recording a plurality of different audio greetings;

storing said audio greetings in a memory storage device; and

playing a preselected one of said audio greetings to a caller on demand.

4. A system for providing expanded telephone services connected to a telecommunications network, comprising:

a local exchange switch connected to the telecommunications network;

a central server connected to the local exchange switch, comprising;

means for storing messages;

means for providing user authentication; and

means for providing call control;

a plurality of telephones;

a command center connected to the plurality of telephones, comprising;

means for connecting the command center to the central server through the Internet, using no more than one single telephone line;

means for receiving information from the central server concerning an incoming call, caller ID, and a number to which a call is directed;

means for displaying caller ID information;

means for directing the call to only one of the plurality of telephones according to the number to which the call is directed;

means to direct the central server to answer the call and record a message; and

means to forward the call to another location.

5. A method for providing expanded telecommunication services on a telecommunication system comprising the steps of:

monitoring and screening incoming calls based on properties such as call type, caller number, called number, time of day, family member called;

locating the subscriber;

allowing the subscriber to specify call treatment;

observing and noting subscriber treatment of call;

profiling dynamically call treatment by subscriber;

reviewing by subscriber suggested call handling rules; and

capturing and storing dynamic profile of subscriber call treatment.

6. A method for providing expanded telecommunication services on a telecommunication system that includes a server comprising the steps of:

developing a database of important telephone numbers;

answering a call by the server only if the line is busy and the caller number is in the database;

permitting the subscriber to monitor a message from the caller audibly over the Internet;

permitting the subscriber to make a decision how to handle the call over the Internet; and

permitting the subscriber to specify the disposition of the call.

8. A method for providing expanded telecommunication services on a telecommunication system where a call from a first entity to a second entity is placed when the first entity enters a number for the second entity, comprising the steps of:

receiving the call from the first entity at a local exchange switch;

identifying a number of the first entity;

directing the call and the number of the first entity from the switch to a gateway;

determining whether the command center of the second entity is communicating with the server;

sending a message to the command center over a single line indicating the presence of the call and identifying the number of the first entity and the number of the second entity that was entered;

holding the call at the server; and

dialing from the second entity to the server to make a call cross-connect between the firs entity and the second entity at the server.

9. A method for providing expanded telecommunication services on a telecommunication system where a call from a first entity to a second entity is placed when the first entity enters a number for the second entity, comprising:

(a) receiving the call from the first entity at a local exchange switch;

(b) directing the call and the call information of the first entity from the switch to a gateway;

(c) directing the call and the call information of the entity from the gateway to a server;

(d) identifying the first entity;

(e) determining whether the command center of the second entity is communicating with the server;

(f) sending a message to the command center over an Internet Protocol connection indicating the presence of the call and delivering identifying information of the first entity and the identifying information of the call;

(g) receiving input from the second entity onto the command center; and

(h) directing the call.

10. A method as recited in claim 9, wherein said call directed based on a criteria selected from the group consisting of command center input and automatic rules.

11. A method as recited in claim 9, wherein said step of directing the call and the call information of the first entity from the switch to a gateway is carried out using a gateway selected from the group of consisting of a local gateway and a central gateway.

12. A method as recited in claim 9, wherein said step of directing the call and the information of the entity from the gateway to the server is carried out using a call directing method selected from the group consisting of busy call forward, no answer call forward, call forward all, and telephone number portability.

13. A method as recited in claim 9, wherein said step of identifying the first entity is carried out using an identifier selected from the group consisting of caller ID, called number information from the call information received from the switch, voice prompts from the system and DTMF tone response from the first entity, and capturing an audible signal from the first entity.

14. A method as recited in claim 9, wherein said step of determining whether the command center of the second entity is communicating with the server is carried out using a command center operating on a platform selected from the group consisting of a personal computer, handheld computing device, wireless telephone, television, web interface appliance, and command center server using voice and DTMF tone interaction with a telephonic device.

15. A method as recited in claim 9, wherein the step of sending a message to the command center over an Internet Protocol connection indicating the presence of the call and delivering identifying information of the first entity and the identifying information of the call is carried out using an IP connection selected from the group consisting of a single phone line dial up connection, an always on landline home connection, an always on landline office connection, and an always on wireless connection.

16. A method as recited in claim 9, wherein the step of receiving input from the second entity onto the command center is carried out in response to a call handling instruction selected from the group consisting of no input, transfer call over circuit switching network, take call over Internet Protocol, reoriginiate the call over circuit switched or Internet Protocol network, and have the server interact with the caller to provide information or record the audible signal.

17. A method as recited in claim 9, further comprising:

(i) receiving from the command center to the server a command to have the server answer the call;

(j) answering the call through the server;

(k) playing a message;

(l) recording a message from the caller;

(m) optionally providing audible information about the message to a second entity through a command center; and

(n) optionally storing the message.

18. A method as recited in claim 17, wherein said step of optionally storing the message is carried out using a storage platform selected from the group consisting of server and the command center.

19. A method as recited in claim 17, further comprising:

(o) recording a plurality of different audio greetings;

(p) storing said audio greetings in a memory storage device; and

(q) playing a preselected one of said audio greetings to a caller on demand.

20. A method as recited in claim 9, further comprising:

(i) determining whether special instructions are stored regarding automatic handling of incoming calls; and

(j) directing the call based on said special instructions.

21. A system for providing expanded telephone services connected to a telecommunications network, comprising:

(a) a local exchange switch to the telecommunications network;

(b) a gateway connecting the local exchange switch to a central server,

(c) a central server connected to the gateway, comprising

(i) means for storing messages,

(ii) means for storing call handling instructions,

(iii) means for providing user authentication, and

(iv) means for providing call control;

(d) a plurality of devices including telephones and Internet Protocol connected terminals;

(e) a command center hosted on or connected to the plurality of devices comprising

(i) means for connecting the command center to the central server through the Internet,

(ii) means for receiving call information from the central server concerning an incoming call, caller information and audible signals, and a number to which a call is directed,

(iii) means for displaying call information on a command center,

(iv) means for receiving input from the user to the command center,

(v) means for directing the call to a plurality of devices according to the call information and/or user input from the command center means,

(vi) means for direct the central server to record and store a message, and

(v) means to forward the call to another location.

22. A method for providing expanded telecommunication services on a telecommunications system, comprising:

(a) monitoring and screening incoming calls based on properties such as call type, caller number, called number, time of day, family member called;

(b) allowing the subscriber to specify call treatment;

(c) observing and noting subscriber treatment of call;

(d) capturing and storing a dynamic profile of subscriber call treatment(s);

(e) processing a subscriber'"'"'s dynamic call treatment profile to infer caller priority and potential automated call handling rules;

(f) reviewing by subscriber suggested automated call handling rules; and

(g) assembling and storing automated call handling rules accepted by the subscriber.

23. A method for providing expanded telecommunication services on a telecommunication system that includes a server, comprising:

(a) developing a database which contains the priority of a subscriber'"'"'s call types and callers;

(b) providing in the database a plurality of class-of-service techniques for answering a call by the server; and

(c) permitting the subscriber to establish different levels of availability for incoming calls.

24. A method for providing expanded telecommunication services on a telecommunication system that includes a server, comprising matching a subscriber'"'"'s availability level to the identified priority level of an incoming call to select an appropriate technique for answering the call.

25. A method for providing expanded telecommunication services on a telecommunication system that includes a server, comprising including with a subscriber'"'"'s incoming-call-availability-level a monitor-call-availability-level.

26. A method for providing expanded telecommunication services on a telecommunication system that includes a server, comprising matching a subscriber'"'"'s monitor-call-availability level to an identified priority level of an incoming call so that the subscriber can monitor a message from callers audibly from a command center device.

27. A method for providing expanded telecommunication services on a telecommunication system that includes a server, comprising permitting a subscriber to override an automatically selected call handling technique by manually specifying a call handling technique on a command center.

28. A method for providing expanded telecommunication services on a telecommunication system that includes a server, comprising dynamically updating a subscriber'"'"'s automatic call handling profile when a subscriber overrides an automatic call handling decision.