Telephone number/Web page look-up apparatus and method

• US 6,141,413 A
• Filed: 03/15/1999
• Issued: 10/31/2000
• Est. Priority Date: 03/15/1999
• Status: Expired due to Term

• Current Assignee: American Tel-A-Systems Incorporated
• Original Assignee: American Tel-A-Systems Incorporated
• Inventors: Waldner, Wayne, Morley, John
• Primary Examiner(s): WEAVER, SCOTT LOUIS
• Application Number:
  US09/268,127
• Time in Patent Office: 596 Days
• Field of Search: 379/67.1, 379/70, 379/88.17, 379/88.19, 379/88.2, 379/88.21, 379/90.01, 379/93.01, 379/93.17, 379/93.23, 379/127, 379/142, 379/265, 379/266, 379/267 , 379/308, 379/309
• US Class Current: 379/88.17
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• 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

A telephone number/Web page look-up apparatus may be implemented in a telephone answering apparatus (15) for answering telephone calls to telephone numbers for which telephone calls are being answered by the telephone answering apparatus. The telephone answering apparatus includes a storage device (16) which stores information linking at least one of the telephone numbers for which telephone calls are being answered by the telephone answering apparatus to a uniform resource locator (URL) identifying a page on the World Wide Web (Web page) associated with the telephone number, a look-up device (18) which looks up the telephone number of each telephone call answered by the telephone answering apparatus in the storage device and, if the telephone number is found in the storage device, retrieves the URL identifying the Web page associated with the telephone number from the storage device, a display (12), and a Web page display device (18) which displays on the display the Web page associated with the telephone number of the telephone call answered by the telephone answering apparatus in response to the URL retrieved from the storage device.

Claims

1. A telephone answering apparatus for answering telephone calls to telephone numbers for which telephone calls are being answered by the telephone answering apparatus, the telephone answering apparatus comprising:

a storage device which stores information linking at least one of the telephone numbers for which telephone calls are being answered by the telephone answering apparatus to a uniform resource locator (URL) identifying a page on the World Wide Web (Web page) associated with the telephone number;

a look-up device which looks up the telephone number of each telephone call answered by the telephone answering apparatus in the storage device and, if the telephone number is found in the storage device, retrieves the URL identifying the Web page associated with the telephone number from the storage device;

a display; and

a Web page display device which displays on the display the Web page associated with the telephone number of the telephone call answered by the telephone answering apparatus in response to the URL retrieved from the storage device.

2. A telephone answering apparatus according to claim 1, further comprising an answering device which answers telephone calls to telephone numbers for which telephone calls are being answered by the telephone answering apparatus.

3. A telephone answering apparatus according to claim 2, wherein the answering device includes a terminal which enables a user of the terminal to answer telephone calls to telephone numbers for which telephone calls are being answered by the telephone answering apparatus;

and

wherein the terminal includes the look-up device and the Web page display device.

4. A telephone answering apparatus according to claim 3, wherein the user is an operator of a telephone answering service;

and

wherein the terminal is an operator station of the telephone answering service.

5. A telephone answering apparatus according to claim 3, wherein the user is an operator of a call center;

and

wherein the terminal is an operator station of the call center.

6. A telephone answering apparatus according to claim 3, wherein the user is an individual user;

and

wherein the terminal is a personal computer or a workstation used by the individual user.

7. A telephone answering apparatus according to claim 3, wherein the terminal includes an input device which enables the user to answer a telephone call, which is waiting to be answered by the user, to a telephone number for which telephone calls are being answered by the telephone answering apparatus.

8. A telephone answering apparatus according to claim 7, wherein when the telephone call answered by the user is a telephone call to a telephone number having a Web page associated therewith, the Web page display device displays on the display the Web page associated with the telephone number of the telephone call answered by the user in response to the telephone call being answered by the user and the URL retrieved from the storage device.

9. A telephone answering apparatus according to claim 7, wherein the Web page display device includes a Web browser;

and

wherein when the telephone call answered by the user is a telephone call to a telephone number having a Web page associated therewith, the Web browser displays on the display the Web page associated with the telephone number of the telephone call answered by the user in response to the telephone call being answered by the user and the URL retrieved from the storage device.

10. A telephone answering apparatus according to claim 7, wherein the terminal enables a plurality of telephone calls answered by the user to be active simultaneously.

11. A telephone answering apparatus according to claim 10, wherein the input device enables the user to move between the active answered telephone calls to select one of the active answered telephone calls for processing.

12. A telephone answering apparatus according to claim 10, wherein when any of the active answered telephone calls is a telephone call to a telephone number having a Web page associated therewith, the Web page display device displays on the display the Web page associated with the telephone number of the active answered telephone call in response to the active answered telephone call being answered by the user and the URL retrieved from the storage device.

13. A telephone answering apparatus according to claim 12, wherein the input device enables the user to move between the active answered telephone calls to select one of the active answered telephone calls for processing;

and

wherein as the user moves between the active answered telephone calls to select one of the active answered telephone calls for processing, the Web page display device displays the Web page associated with the telephone number of the active answered telephone call which the user has selected for processing if the selected active answered telephone call is to a telephone number having a Web page associated therewith.

14. A telephone answering apparatus according to claim 10, wherein the input device enables the user to issue a single command with the input device to move between the active answered telephone calls to select one of the active answered telephone calls for processing.

15. A telephone answering apparatus according to claim 14, wherein the input device includes a keyboard;

and

wherein user issues the single command with a single keystroke on the keyboard.

16. A telephone answering apparatus according to claim 14, wherein the input device includes a pointing device;

and

wherein the user issues the single command with a single operation of the pointing device.

17. A telephone answering apparatus according to claim 3, wherein the terminal displays on the display an indication that a telephone call to a telephone number for which telephone calls are being answered by the telephone answering apparatus is waiting to be answered by the user.

18. A telephone answering apparatus according to claim 3, wherein the answering device further includes an auto attendant which automatically answers telephone calls to telephone numbers for which telephone calls are being answered by the telephone answering apparatus without requiring the attention of the user;

and

wherein the storage device stores information specifying whether telephone calls to each of the telephone numbers for which telephone calls are being answered by the telephone answering apparatus are to be answered initially by the user or by the auto attendant.

19. A telephone answering apparatus according to claim 18, wherein when the auto attendant answers a telephone call to a telephone number for which telephone calls are being answered by the telephone answering apparatus, the auto attendant gives a caller who has made the telephone call the option to have the telephone call transferred to the terminal for answering by the user.

20. A telephone answering apparatus according to claim 1, wherein the Web page associated with the telephone number of the telephone call answered by the telephone answering apparatus is located on the Internet.

21. A telephone answering apparatus according to claim 1, wherein the Web page associated with the telephone number of the telephone call answered by the telephone answering apparatus is located on an intranet.

22. A telephone answering method for answering telephone calls to telephone numbers for which telephone calls are being answered by the telephone answering method, the telephone answering method comprising the steps of:

storing information linking at least one of the telephone numbers for which telephone calls are being answered by the telephone answering method to a uniform resource locator (URL) identifying a page on the World Wide Web (Web page) associated with the telephone number;

looking up the telephone number of each telephone call answered by the telephone answering method in the stored information and, if the telephone number is found in the stored information, retrieving the URL identifying the Web page associated with the telephone number from the stored information; and

displaying the Web page associated with the telephone number of the telephone call answered by the telephone answering method in response to the URL retrieved from the stored information.

23. A telephone answering method according to claim 22, further comprising the step of answering telephone calls to telephone numbers for which telephone calls are being answered by the telephone answering method.

24. A telephone answering method according to claim 23, wherein the answering step includes the step of a user of a terminal answering, with the terminal, telephone calls to telephone numbers for which telephone calls are being answered by the telephone answering method.

25. A telephone answering method according to claim 24, wherein the user is an operator of a telephone answering service;

and

wherein the terminal is an operator station of the telephone answering service.

26. A telephone answering method according to claim 24, wherein the user is an operator of a call center;

and

wherein the terminal is an operator station of the call center.

27. A telephone answering method according to claim 24, wherein the user is an individual user;

and

wherein the terminal is a personal computer or a workstation used by the individual user.

28. A telephone answering method according to claim 24, wherein the terminal includes an input device;

and

wherein the user uses the input device to answer a telephone call, which is waiting to be answered by the user, to a telephone number for which telephone calls are being answered by the telephone answering method.

29. A telephone answering method according to claim 28, wherein the displaying step further includes the step of, when the telephone call answered by the user is a telephone call to a telephone number having a Web page associated therewith, displaying to the user the Web page associated with the telephone number of the telephone call answered by the user in response to the telephone call being answered by the user and the URL retrieved from the stored information.

30. A telephone answering method according to claim 28, wherein the displaying step further includes the step of, when the telephone call answered by the user is a telephone call to a telephone number having a Web page associated therewith, displaying to the user, using a Web browser, the Web page associated with the telephone number of the telephone call answered by the user in response to the telephone call being answered by the user and the URL retrieved from the stored information.

31. A telephone answering method according to claim 28, wherein a plurality of telephone calls answered by the user may be active simultaneously.

32. A telephone answering method according to claim 31, further comprising the step of the user using the input device to move between the active answered telephone calls to select one of the active answered telephone calls for processing.

33. A telephone answering method according to claim 31, wherein the displaying step further includes the step of, when any of the active answered telephone calls is a telephone call to a telephone number having a Web page associated therewith, displaying to the user the Web page associated with the telephone number of the active answered telephone call in response to the active answered telephone call being answered by the user and the URL retrieved from the stored information.

34. A telephone answering method according to claim 33, further comprising the step of the user using the input device to move between the active answered telephone calls to select one of the active answered telephone calls for processing;

and

wherein the displaying step further includes the step of, as the user moves between the active answered telephone calls to select one of the active answered telephone calls for processing, displaying to the user the Web page associated with the telephone number of the active answered telephone call which the user has selected for processing if the selected active answered telephone call is to a telephone number having a Web page associated therewith.

35. A telephone answering method according to claim 31, further comprising the step of the user issuing a single command with the input device to move between the active answered telephone calls to select one of the active answered telephone calls for processing.

36. A telephone answering method according to claim 35, wherein the input device includes a keyboard;

and

wherein the user issues the single command with a single keystroke on the keyboard.

37. A telephone answering method according to claim 35, wherein the input device includes a pointing device;

and

wherein the user issues the single command with a single operation of the pointing device.

38. A telephone answering method according to claim 24, further comprising the step of displaying to the user an indication that a telephone call to a telephone number for which telephone calls are being answered by the telephone answering method is waiting to be answered by the user.

39. A telephone answering method according to claim 24, wherein the answering step further includes the step of automatically answering telephone calls to telephone numbers for which telephone calls are being answered by the telephone answering method without requiring the attention of the user;

and

wherein the storing step further includes the step of storing information specifying whether telephone calls to each of the telephone numbers for which telephone calls are being answered by the telephone answering method are to be answered initially by the user or automatically without requiring the attention of the user.

40. A telephone answering method according to claim 39, further comprising the step of, when a telephone call to a telephone number for which telephone calls are being answered by the telephone answering method has been answered automatically without requiring the attention of the user, giving a caller who has made the telephone call which has been answered automatically the option to have the telephone call transferred for answering by the user.

41. A telephone answering method according to claim 22, wherein the Web page associated with the telephone number of the telephone call answered by the telephone answering method is located on the Internet.

42. A telephone answering method according to claim 22, wherein the Web page associated with the telephone number of the telephone call answered by the telephone answering method is located on an intranet.

43. A processor-readable medium having stored therein a program which, when executed by a processor, causes the processor to perform a telephone answering method for answering telephone calls to telephone numbers for which telephone calls are being answered by the telephone answering method, the telephone answering method comprising the steps of:

storing information linking at least one of the telephone numbers for which telephone calls are being answered by the telephone answering method to a uniform resource locator (URL) identifying a page on the World Wide Web (Web page) associated with the telephone number;

looking up the telephone number of each telephone call answered by the telephone answering method in the stored information and, if the telephone number is found in the stored information, retrieving the URL identifying the Web page associated with the telephone number from the stored information; and

displaying the Web page associated with the telephone number of the telephone call answered by the telephone answering method in response to the URL retrieved from the stored information.

44. A processor-readable medium according to claim 43, wherein the telephone answering method further comprises the step of answering telephone calls to telephone numbers for which telephone calls are being answered by the telephone answering method.

45. A processor-readable medium according to claim 44, wherein the answering step includes the step of a user of a terminal answering, with the terminal, telephone calls to telephone numbers for which telephone calls are being answered by the telephone answering method.

46. A processor-readable medium according to claim 45, wherein the user is an operator of a telephone answering service;

and

wherein the terminal is an operator station of the telephone answering service.

47. A processor-readable medium according to claim 45, wherein the user is an operator of a call center;

and

wherein the terminal is an operator station of the call center.

48. A processor-readable medium according to claim 45, wherein the user is an individual user;

and

wherein the terminal is a personal computer or a workstation used by the individual user.

49. A processor-readable medium according to claim 45, wherein the terminal includes an input device;

and

wherein the user uses the input device to answer a telephone call, which is waiting to be answered by the user, to a telephone number for which telephone calls are being answered by the telephone answering method.

50. A processor-readable medium according to claim 49, wherein the displaying step further includes the step of, when the telephone call answered by the user is a telephone call to a telephone number having a Web page associated therewith, displaying to the user the Web page associated with the telephone number of the telephone call answered by the user in response to the telephone call being answered by the user and the URL retrieved from the stored information.

51. A processor-readable medium according to claim 49, wherein the displaying step further includes the step of, when the telephone call answered by the user is a telephone call to a telephone number having a Web page associated therewith, displaying to the user, using a Web browser, the Web page associated with the telephone number of the telephone call answered by the user in response to the telephone call being answered by the user and the URL retrieved from the stored information.

52. A processor-readable medium according to claim 49, wherein a plurality of telephone calls answered by the user may be active simultaneously.

53. A processor-readable medium according to claim 52, wherein the telephone answering method further comprises the step of the user using the input device to move between the active answered telephone calls to select one of the active answered telephone calls for processing.

54. A processor-readable medium according to claim 52, wherein the displaying step further includes the step of, when any of the active answered telephone calls is a telephone call to a telephone number having a Web page associated therewith, displaying to the user the Web page associated with the telephone number of the active answered telephone call in response to the active answered telephone call being answered by the user and the URL retrieved from the stored information.

55. A processor-readable medium according to claim 54, wherein the telephone answering method further comprises the step of the user using the input device to move between the active answered telephone calls to select one of the active answered telephone calls for processing;

and

wherein the displaying step further includes the step of, as the user moves between the active answered telephone calls to select one of the active answered telephone calls for processing, displaying to the user the Web page associated with the telephone number of the active answered telephone call which the user has selected for processing if the selected active answered telephone call is to a telephone number having a Web page associated therewith.

56. A processor-readable medium according to claim 52, wherein the telephone answering method further comprises the step of the user issuing a single command with the input device to move between the active answered telephone calls to select one of the active answered telephone calls for processing.

57. A processor-readable medium according to claim 56, wherein the input device includes a keyboard;

and

wherein the user issues the single command with a single keystroke on the keyboard.

58. A processor-readable medium according to claim 56, wherein the input device includes a pointing device;

and

wherein the user issues the single command with a single operation of the pointing device.

59. A processor-readable medium according to claim 45, wherein the telephone answering method further comprises the step of displaying to the user an indication that a telephone call to a telephone number for which telephone calls are being answered by the telephone answering method is waiting to be answered by the user.

60. A processor-readable medium according to claim 45, wherein the answering step further includes the step of automatically answering telephone calls to telephone numbers for which telephone calls are being answered by the telephone answering method without requiring the attention of the user;

and

wherein the storing step further includes the step of storing information specifying whether telephone calls to each of the telephone numbers for which telephone calls are being answered by the telephone answering method are to be answered initially by the user or automatically without requiring the attention of the user.

61. A processor-readable medium according to claim 60, wherein the telephone answering method further comprises the step of, when a telephone call to a telephone number for which telephone calls are being answered by the telephone answering method has been answered automatically without requiring the attention of the user, giving a caller who has made the telephone call which has been answered automatically the option to have the telephone call transferred for answering by the user.

62. A processor-readable medium according to claim 43, wherein the Web page associated with the telephone number of the telephone call answered by the telephone answering method is located on the Internet.

63. A processor-readable medium according to claim 43, wherein the Web page associated with the telephone number of the telephone call answered by the telephone answering method is located on an intranet.