US5946386A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Call management system with call control from user workstation computers
Assignee: Aspect Communications Corp
•
Filing: 1996-03-11
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Granted: 1999-08-31
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Expires: 2016-03-11
Abstract
Abstract A Call Management System provides for management of calls directly by system users at their workstation computers via a digital data network such as a digital networks not controlled via the user's telephone instruments as in prior systems. A call management computer intercepts incoming calls and controls the handling of such calls according to instructions received from the users' workstations, which are accessed via the digital data network. Trunk circuits are monitored and controlled using digital signal processors to proactively identify the called party, the calling party and the call type (voice, Fax, data) and control and to monitor all calls. Each different type of call is managed differently and automatically through direct user workstation controls and/or user-generated rules to provide special treatment for designated callers. Multiple calls to user at the same time may be handled with no busy signals to callers. Only one number is needed for a user to receive voice Fax and data calls. Fax and data transmissions are automatically received.
Inventors
- 👤 Paul C. Rogers
- 👤 S. Thomas Emerson
- 👤 John M. Saltwick
- 👤 John J. Daleiden
- 👤 Gregory S. Wohlenberg
- 👤 Mark E. Fogle
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-05 13:20
CPC Classifications
H; H04; H04Q; H04Q3/00; H04Q3/0016; H04Q3/0062; H04L; H04L9/00; H04L9/40; H04M; H04M3/00; H04M3/42; H04M3/42314; H04M3/428; H04M3/4285; H04M3/436; H04M3/50; H04M3/527; H04M1/00; H04M1/57; H04M3/42323; H04M3/53; H04M3/533; H04M3/54; H04M7/00; H04M7/12
Claims Analysis
Total Claims: 51
Claim 1
Independent Claim
148 words
A call management system comprising: a. at least one user position, comprising a computer workstation and associated telephone apparatus; b. a call management computer; c. a digital data network connecting said computer workstation with said call management computer; d. a memory for storing call processing rules which determine how specific calls directed to a user are to be processed, said call processing rules being defined by said user computer workstation before such specific calls are received; e. said call management computer including means for intercepting an incoming call to said at least one user position; f. means for determining that an intercepted call is for said at least one user position; g. means for interacting with said memory to determine how the intercepted call is to be processed based on said call processing rules; and h. means for processing the call according to instructions of the applicable rules.
Claim 2
Dependent Claim
148 words
A call management system comprising: a. at least one user position, comprising a computer workstation and associated telephone apparatus; b. a call management computer; c. a digital data network connecting said computer workstation with said call management computer; d. a memory for storing call processing rules which determine how specific calls directed to a user are to be processed, said call processing rules being defined by said user computer workstation before such specific calls are received; e. said call management computer including means for intercepting an incoming call to said at least one user position; f. means for determining that an intercepted call is for said at least one user position; g. means for interacting with said memory to determine how the intercepted call is to be processed based on said call processing rules; and h. means for processing the call according to instructions of the applicable rules.
Claim 3
Dependent Claim
20 words
A call management system in accordance with claim 1 wherein said digital network includes at least one local area network.
Claim 4
Dependent Claim
20 words
A call management system in accordance with claim 1 wherein said digital network includes at least one wide area network.
Claim 5
Dependent Claim
16 words
A call management system in accordance with claim 1 wherein said digital network includes the Internet.
Claim 6
Dependent Claim
19 words
A call management system in accordance with claim 1 wherein said digital network includes at least one ISDN network.
Claim 7
Dependent Claim
30 words
A call management system in accordance with claim 1 wherein said means for processing the call includes apparatus for switching the call to a destination selected by the called user.
Claim 8
Dependent Claim
23 words
A call management system in accordance with claim 6 wherein said apparatus for switching the call includes at least one external telephone switch.
Claim 9
Dependent Claim
25 words
A call management system in accordance with claim 7 wherein said at least one external telephone switch includes a private branch exchange or PBX switch.
Claim 10
Dependent Claim
22 words
A call management system in accordance with claim 7 wherein said at least one external telephone switch includes a telephone key system.
Claim 11
Dependent Claim
25 words
A call management system in accordance with claim 7 wherein said at least one external telephone switch includes an automatic call distributor or ACD switch.
Claim 12
Dependent Claim
22 words
A call management system in accordance with claim 7 wherein said at least one external telephone switch includes a telephone central office.
Claim 13
Dependent Claim
25 words
A call management system in accordance with claim 6 wherein said apparatus for switching the call includes switching apparatus contained within said call management computer.
Claim 14
Dependent Claim
40 words
A call management system in accordance with claim 1 wherein said system includes one or more processing rules applicable to at least one user which determine at least in part how calls to that at least one user are processed.
Claim 15
Dependent Claim
20 words
A call management system in accordance with claim 13 wherein said call management system includes storage for said processing rules.
Claim 16
Dependent Claim
30 words
A call management system in accordance with claim 13 wherein which of said processing rules is applicable is determined at least in part by the identity of the called user.
Claim 17
Dependent Claim
31 words
A call management system in accordance with claim 13 wherein which of said processing rules is applicable is determined at least in part by the current status of the called user.
Claim 18
Dependent Claim
28 words
A call management system in accordance with claim 16 wherein the current status of the called user includes whether or not he or she is on the phone.
Claim 19
Dependent Claim
29 words
A call management system in accordance with claim 16 wherein the current status of the called user includes whether or not he or she is available to receive calls.
Claim 20
Dependent Claim
29 words
A call management system in accordance with claim 16 wherein the current status of the called user includes whether or not he or she is accepting only priority calls.
Claim 21
Dependent Claim
23 words
A call management system in accordance with claim 16 wherein the current status of the called user includes his or her current location.
Claim 22
Dependent Claim
35 words
A call management system in accordance with claim 13 wherein which of said processing rules is applicable is determined at least in part by the current date, day of the week and/or time of day.
Claim 23
Dependent Claim
31 words
A call management system in accordance with claim 13 wherein said processing rules include instructions for routing calls from at least one caller to a destination other than the user position.
Claim 24
Dependent Claim
22 words
A call management system in accordance with claim 22 wherein said other destination is a destination on the public switched telephone network.
Claim 25
Dependent Claim
17 words
A call management system in accordance with claim 22 wherein said other destination is another user position.
Claim 26
Dependent Claim
19 words
A call management system in accordance with claim 22 wherein said other destination is a destination on the Internet.
Claim 27
Dependent Claim
17 words
A call management system in accordance with claim 22 wherein said other destination is a voice mailbox.
Claim 28
Dependent Claim
21 words
A call management system in accordance with claim 13 wherein said processing rules include playing a pre-recorded message to the caller.
Claim 29
Dependent Claim
26 words
A call management system in accordance with claim 27 wherein the identity of the called user determines at least in part which pre-recorded message is played.
Claim 30
Dependent Claim
19 words
A call management system in accordance with claim 27 wherein said pre-recorded message requests the caller to enter information.
Claim 31
Dependent Claim
20 words
A call management system in accordance with claim 29 wherein said entered information is in the form of DTMF signals.
Claim 32
Dependent Claim
20 words
A call management system in accordance with claim 29 wherein said entered information is in the form of spoken words.
Claim 33
Dependent Claim
24 words
A call management system in accordance with claim 29 wherein said entered information determines at least in part the subsequent processing of the call.
Claim 34
Dependent Claim
37 words
A call management system in accordance with claim 13 wherein said call processing rule specifies at least in part that the call be transferred to the called user at a location other than the normal user position.
Claim 35
Dependent Claim
37 words
A call management system in accordance with claim 33 further including means for the user to change the location to which the call is to be transferred by calling the call management system and entering appropriate instructions.
Claim 36
Dependent Claim
25 words
A call management system in accordance with claim 33 wherein said call processing rule specifies a series of alternate destinations which are to be called.
Claim 37
Dependent Claim
28 words
A call management system in accordance with claim 13 wherein said call processing rule specifies at least in part that the call be transferred to a paging service.
Claim 38
Dependent Claim
28 words
A call management system in accordance with claim 13 wherein said call processing rule specifies at least in part that the call be transferred to a voice mailbox.
Claim 39
Dependent Claim
36 words
A call management system in accordance with claim 13 wherein said call processing rule specifies at least in part that the call be transferred to an alternate location and subsequently transferred back to the called user.
Claim 40
Dependent Claim
30 words
A call management system in accordance with claim 13 wherein said call processing rule specifies at least in part that another call processing rule should be applied to the call.
Claim 41
Dependent Claim
30 words
A call management system in accordance with claim 13 wherein said call processing rule specifies at least in part that a special ringing sound should be used for the call.
Claim 42
Dependent Claim
25 words
A call management system in accordance with claim 13 wherein said call processing rule specifies at least in part that the call should be disconnected.
Claim 43
Dependent Claim
27 words
A call management system in accordance with claim 13 wherein said call processing rule specifies at least in part that the call should be placed on hold.
Claim 44
Dependent Claim
25 words
A call management system in accordance with claim 27 wherein the user may call the system and re-record the pre-recorded message, changing content as desired.
Claim 45
Dependent Claim
19 words
A call management system in accordance with claim 22 wherein said other destination is a plurality of user positions.
Claim 46
Dependent Claim
17 words
A call management system in accordance with claim 22 wherein said other destination is an extension number.
Claim 47
Dependent Claim
33 words
A call management system in accordance with claim 13 wherein said interaction with said workstation of said at least one user position includes a command to apply a selected rule to the call.
Claim 48
Dependent Claim
36 words
A call management system in accordance with claim 1 further including one or more speed transfer buttons displayed on user workstations to command that a selected call be transferred to a destination associated with each button.
Claim 49
Dependent Claim
20 words
A call management system in accordance with claim 1 wherein said associated telephone apparatus is integrated with said computer workstation.
Claim 50
Dependent Claim
22 words
A call management system in accordance with claim 1 wherein calls received for non-users are routed to appropriate destinations without further processing.
Claim 51
Dependent Claim
45 words
A call management system in accordance with claim 1 further including means to receive a remote call from a remote destination, determine the telephone number of that remote destination, and originate a call to the remote destination, whether or not the remote call was answered.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2002-08-30 | 2003-03-01 | 2003-08-31 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2006-08-30 | 2007-03-01 | 2007-08-31 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2010-08-30 | 2011-03-01 | 2011-08-31 | $7700.00 | Window Closed / Lapsed |