Call handling using non-speech cues via a personal assistant

• US 7,515,699 B2
• Filed: 04/14/2003
• Issued: 04/07/2009
• Est. Priority Date: 04/14/2003
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: McElroy, Jeff, Garageshwara, Jeeth, Ulmer, Richard, Hucks, Jason, Sanders, Derek, Cooper, Robert S.
• Primary Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US10/413,024
• Publication Number:
  US 20040202300A1
• Time in Patent Office: 2,185 Days
• Field of Search: 379/201.01, 379/211.02, 379/211.01, 379/201.1, 455/445, 455/567, 455/417, 455/466, 455/415, 455/517, 455/556.2, 340/7.22, 340/7.58, 340/7.21
• US Class Current: 379/201.01
• 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 1/64 Automatic arrangements for answering calls; Automatic arrangements for recording messages for absent subscribers; Arrangements for recording conversations centralised dictation systems H04M11/10
• CPC Class Codes: H04M 1/663 Preventing unauthorised calls to a telephone set
• CPC Class Codes: H04M 1/72451 according to schedules, e.g. using calendar applications
• CPC Class Codes: H04M 1/72469 for operating the device by selecting functions from two or more displayed items, e.g. menus or icons

Abstract

A call handling system includes a call handling device arranged between a user'"'"'s phone and a telephone network. The call handling device detects an incoming call to the user'"'"'s phone and forwards a message to the user including information about the incoming call to a mobile device held by a user over a two-way interface. Furthermore, the call handling device allows the user to send instructions regarding how to handle the call from the mobile device over the two-way interface.

Claims

1. A call handling system, comprising:

a user terminal;

a call handling device adapted to establish connection between a user telephone and a telephone network, said call handling device including a transceiver for allowing two-way communication between the user terminal and the call handling device;

a presence signal identifying a status of the user'"'"'s present ability to answer an incoming call to the user telephone;

wherein said call handling device includes a processor and is operative to direct an incoming call intended for placement to the user telephone and to handle the incoming call in response to said presence signal by one of directing the incoming call to the user telephone or sending a first message about the incoming call to the user terminal, the call handling device further operative to send a second message from the user terminal to the caller of the incoming call indicating at least one of how or when the incoming call will be answered by the user; and

means for allowing a two-way messaging dialogue between said user device and the caller of the incoming call, the two-way messaging dialogue being different from the two-way communication created by answering the incoming call, whereby the user can request and receive information from the caller regarding the nature of the call before answering the call using the two-way messaging dialogue.

2. The call handling device of claim 1, wherein said processor includes a memory for storing said presence signal.

3. The call handling system of claim 1, wherein said user terminal comprises a personal digital assistant.

4. The call handling system of claim 1, wherein said user terminal comprises a mobile phone.

5. The call handling system of claim 1, wherein said processor handles calls in response to said presence signal and in response to instructions received by the two-way communication between the user terminal and the call handling device.

6. The call handling system of claim 5, wherein the two-way communication between the user terminal and the call handling device occurs via a wireless interface.

7. The call handling system of claim 5, wherein the two-way communication between the user terminal and the call handling device occurs via a wireless local area network.

8. The call handling system of claim 5, wherein the two-way communication between the user terminal and the call handling device occurs via the telephone network.

9. The call handling system of claim 5, wherein the two way communication between the user terminal and the call handling device occurs via the internet and uses Internet Protocol telephony.

10. The call handling system of claim 1, wherein the call handling device is a part of a business telephone system.

11. The call handling device of claim 1, wherein the call handling device is a part of a personal virtual assistant system.

12. The call handling system of claim 1, wherein the call handling device includes means for determining an identification of a caller initiating the incoming call and said processor handles the incoming call in response to the identification of the caller.

25. The call handling device of claim 1, wherein the second message is selected by the user from a list of stock messages stored in the call handling device.

27. The call handling device of claim 1, wherein the means for allowing the two-way messaging dialogue includes or is connected to a voice recognition device configured to translate a user'"'"'s text message to a voiced message for the caller and to translate the caller'"'"'s voiced answer into a text message answer for the user.

13. A method for handling incoming telephone calls intended for placement to a user telephone in a telephone system having a call handling device and a mobile user terminal, the call handling device adapted to establish connection between the user telephone and a telephone network, said method comprising the steps of:

detecting, by the call handling device, an incoming call to the user telephone;

determining, by the call handling device, whether to direct the incoming call to the user telephone or to forward a first message about the incoming call to the user device;

if it is determined to forward a first message, then sending, by the call handling device, the first message including call information about the incoming call to the user device over a communication interface;

allowing a two-way messaging dialogue between the mobile user terminal and the caller, the two-way messaging dialogue being different from the two-way communication created by answering the incoming call, and sending, by the user, a request to the caller for information regarding the nature of the call via the two-way messaging dialogue before answering the call; and

sending, by the user, a second message from the user device to the caller of the incoming call through the call handling device in response to the first message, the second message indicating at least one of how or when the incoming call will be answered by the user,

wherein said step of determining whether to direct the incoming call to the user telephone comprises identifying a presence of the user at the user telephone, the presence indicating the user'"'"'s present ability to answer an incoming call to the user telephone, and using the identified presence as a factor in determining whether to direct the incoming call to the user telephone.

14. The method of claim 13, wherein said step of sending comprises determining, by said call handling device, the call information.

15. The method of claim 14, wherein said step of determining call information includes determining the call information from caller ID information.

16. The method of claim 14, wherein said step of determining call information includes determining the call information from a private branch exchange computer/telephone interface.

17. The method of claim 14, wherein said step of determining call information includes querying the caller for information using the two-way messaging dialogue and determining the call information from information received in response to the query.

18. The method of claim 13, further comprising the step of receiving, by the call handling device, instruction from the user device wherein said step of handling the incoming call comprises forwarding the call to the user telephone if the user instruction is to answer the call, sending the caller the second message if the user instruction is to send the second message, transferring the call to another telephone if the user instruction is to transfer to another phone, and directing the incoming call to voice mail if the instruction is to take a voice mail message.

19. The method of claim 18, wherein said step of handling the incoming call comprises directing the incoming call to a voice mail if the instruction from the user is a non-reply.

20. The method of claim 13, further comprising the step of determining an identification of the caller of the incoming call and said step of determining whether to direct the incoming call to the user telephone or forward a first message is based on the presence and on the identification of the caller.

21. The method of claim 13, wherein said step of sending a first message comprises the step of sending a further message to the caller, the further message indicating to the caller that the called party associated with the user telephone is being located.

22. The method of claim 13, wherein the second message to the caller informs the caller how the call is being handled during said step of handling.

23. The method of claim 13, wherein the step of identifying the presence of the user relative to the user telephone is performed in response to instructions input by the user to the call handling device using one of the user telephone and the mobile user terminal.

24. The method of claim 13, wherein the step of identifying the presence of the user relative to the user telephone includes the step of interrogating, by the call handling device, a scheduling program database of the user.

26. The method of claim 13, wherein the second message is selected by the user from a list of stock messages stored in the call handling device.

28. The method of claim 13, wherein the request from the user is a text message request and the step of sending a request to the caller via the two-way messaging dialogue includes translating the text message request to a voiced message to the caller and translating a caller'"'"'s voiced answer into a text message answer for the user.