WO2001097494A2

WO2001097494A2 - Telecommunications processing apparatus and method

Info

Publication number: WO2001097494A2
Application number: PCT/US2001/040927
Authority: WO
Inventors: Shobhana Anand; Bidyut Parruck
Original assignee: Individual
Current assignee: Individual
Priority date: 2000-06-14
Filing date: 2001-06-11
Publication date: 2001-12-20
Anticipated expiration: 2002-12-14
Also published as: WO2001097494A3; AU2001267069A1

Abstract

A telecommunications system includes a terminal adapted to couple to a telecommunications network. A memory is configured to store control procedures and data, and a processor is coupled to the memory and configured to execute the control procedures to communicate with the telecommunications network. When a call is placed from an initiator to a destination, and when the destination is not available, the processor is configured to store profile data associated with the initiator for the destination to return the call when the destination is available. In one aspect of the invention, the processor is further configured to provide audio interaction to the initiator and to record the profile data in response to the initiator's actions. Advantages of the invention include the ability to track and respond to all calls in order to provide high quality communication features and customer service.

Description

TELECOMMUNICATIONS PROCESSING APPARATUS AND METHOD

FIELD The present invention relates to a telecommunications processing apparatus and method. In particular, the invention can be used with conventional telephony networks or Internet telephony networks to add a number of creative call features.

BACKGROUND Conventional telephone equipment is well known in the art. Telephone companies have devoted substantial time and money to add features to the conventional telephone such as call waiting, caller-ID, voice-mail and so forth. While these features are beneficial, they still use the central equipment provided by the telephone company and do not permit the user (e.g. a company) to integrate the features on their own. As a result, the user is limited by the choices of features to those offered by the telephone company.

Accordingly, a limitation of conventional telephone networks is that the features available to the users are limited. What is needed is a telecommunications processing apparatus and method that provides a wide range of features that the users can configure on their own.

SUMMARY The invention overcomes the identified problems and provides an innovative telecommunications processing apparatus and method. The invention provides a number of innovative features that can be readily configured by the user. An exemplary embodiment of a telecommunications system includes a terminal adapted to couple to a telecommunications network. A memory is configured to store control procedures and data, and a processor is coupled to the memory and configured to execute the control procedures to communicate with the telecommunications network. When a call is placed from an initiator to a destination, and when the destination is not available, the processor is configured to store profile data associated with the initiator for the destination to return the call when the destination is available.

In one aspect of the invention, the processor is further configured to provide audio interaction to the initiator and to record the profile data in response to the initiator's actions. In another aspect of the invention, the audio interaction is configured to authenticate the initiator, and the profile data include the initiator's name and telephone number. In another aspect of the invention, the processor is further configured to return a call to the initiator based at least in part on the profile data. In another aspect of the invention, the processor is configured to allow the initiator to recall at least a portion of the profile data and modify the profile data. And, in yet another aspect of the invention, the telecommunications network is the Internet.

Advantages of the invention include the ability to track and respond to all calls in order to provide high quality communication features and customer service.

BRIEF DESCRIPTION OF THE FIGURES Additional advantages of the invention will become apparent upon reading the following detailed description and upon reference to the drawings, in which:

Figure 1 depicts a conventional telephone network according to the prior art; Figure 2 depicts a call waiter according to an embodiment of the invention;

Figures 3A-C depict block diagrams of the call waiter of Figure 2; Figure 4 is a flowchart showing an exemplary operation of the call waiter of Figure 2;

Figure 5 depicts a conventional telephone network coupled to a small business call distributor according to the prior art;

Figure 6 depicts a call waiter for use with a small business distributor according to an embodiment of the invention; Figure 7 depicts a automatic call distributor combined with a call waiter according to an embodiment of the invention;

Figure 8 depicts a PSTN combined with a call waiter according to an embodiment of the invention; Figure 9 depicts a call waiter combined with an Internet communications network according to an embodiment of the invention; and

Figure 10 depicts a call waiter combined with an Internet communications network according to another embodiment of the invention.

DETAILED DESCRIPTION

Exemplary embodiments are described with reference to specific configurations. Those skilled in the art will appreciate that various changes and modifications can be made while remaining within the scope of the claims. For example, while the telecommunications networks referred to herein are Public Switched Telephone Networks (PSTN) and the Internet, any communication network can be used.

1. Conventional Telecommunications System

Referring to Figure 1, a conventional telephone network includes an initiator telephone 110, a Public Switched Telephone Network (PSTN) 120, an automatic call distributor 130 and a plurality of destination telephones 140, 150. The initiator 110 picks up the receiver and initiates a telephone call to a destination 140. The call is routed through the PSTN to the automatic call distributor 130, which can be a PBX. The automatic call distributor directs the call to the destination 140. If the destination is not available, then the automatic call distributor either provides a busy signal to the initiator or re-directs the call to a voice mailbox system.

2. Personal Based Telecommunications System

Figure 2 depicts a call waiter 200 according to an embodiment of the invention. The call waiter is coupled to the telecommunications network, which in this case is a PSTN 120. While the PSTN 120 is shown as a wired system, in one aspect of the invention it is implemented as a wireless system. Figure 3 A shows a block diagram of the call waiter 200. A memory 210 is configured to store control procedures 212 for execution in the processor 220. The control procedures instruct the processor how to behave based on various conditions such as an incoming call, message, and other conditions. The memory also stores data 214 that assists the processor in executing the control procedures and provides the processor with a location to store the caller profile data. Figure 3B shows an exemplary data structure 214 for a caller. This includes the last name, first name, primary telephone number, primary telephone number, secondary telephone number, tertiary telephone number, status updates (Y/N), status updates, status update mode, phone/e-mail/web/fax, language preference, marketing/advertising (Y/N), Disconnect after x minutes, and personal identification numbers (PIN).

Referring to Figure 3C, a functional block diagram shows the processor includes an analog or digital incoming line termination 230. The processor can perform caller authentication and caller profile maintenance 232. The processor can also perform call holding and forwarding 234. Additionally, the processor includes an analog or digital outgoing line termination.

Figure 4 is a flowchart 250 showing an exemplary operation of the call waiter of Figure 2. In step 252, the initiator places the call. In step 254, the call waiter determines whether a call is incoming. Step 256 authenticates the caller and step 258 allows the caller to make calls and to negotiate audio prompts. Step 260 determines whether to initiate waiting. If not, the procedure is returned to step 258. If so, step 262 plays a message for the destination, or operator. If the destination does not answer the telephone, step 264 returns the procedure to step 262. If the destination answers the telephone, step 266 forwards the call back to the initiator using the initiators profile data.

In an aspect of the invention, the system stores data 214 for each registered user. This data is used by the system to determine the priority of telephone numbers to call, the status of the call-backs, the type of call back notification the registered user prefers as well as language preference, marketing preference, disconnect preference and others. Since each of the users has a personal identification number (PIN), the users can each modify their respective information in a number of ways. One way is by calling a customer service representative and having them change the information. Another way is over the telephone using the PIN by pressing the keypad and then interacting with the system to modify or confirm the information. Still another way is over a network interface such as an Internet interface. This way, the user can call up a browser and interact with the system via the network. A personal computer browser such as Netscape or Microsoft can be used as well as a wireless browser such as one from Palm Computing, Phone.com or other vendor.

By modifying the data, the user can make it convenient for both the caller and the destination. The destination person will return the call to the phone or other device where the user is most-likely located. For example, the user might prefer to be called on a cell phone and then switch over to a land phone. In one aspect of the invention, the data includes a parameter that identifies the time for which the system will call the primary, secondary, tertiary or other number. For example, a user may want to be called during business hours only, or the user may prefer to be called one a cell phone or at home after business hours. In this case, the call is either disconnected or taken off the queue once those conditions are satisfied. In another example, the user can instruct the call waiter to make a predetermined number of attempts (e.g. redials at predetermined intervals) and then disconnect or be taken off the queue.

The status of the call can be monitored by the system and reported to the user. For example, if the user wants to know at some predetermined interval of 10 minutes what their position in the queue, then the system will call the user at the predetermined intervals and inform the user of that information. Additionally, other status can be reported such as message opened (e.g. voice-mail retrieved), call failure, nonavailability of the destination or other status. In this manner, each user can go about their business while waiting for either the return call or a call informing them of the call status. This technique assists people in planning their time and activities. One additional feature of the invention is the ability of the system to incorporate advertising or marketing information into the call. This added benefit allows the business to introduce extra services to the customers or collect additional revenue from other companies. In even another aspect, the system administrator (e.g. owner) can offer the business a discount on service in exchange for delivering paid advertising to customers.

In another aspect of the invention, the parameter can be set to a specific number of call-backs before failing. Moreover, since the data includes a field for the preferred method of notification, e.g. by phone, e-mail, fax, etc., the system will try to reach the user in the way most-likely to succeed for that particular user. Since users are different and may prefer different types of notification, the inventive system is optimized for each particular user. Finally, If there is a failure of the system to have the destination return the call, the call waiter can send the failure notice to the user using the method best for the user. In one aspect of the invention, in case of a failed call return, the system can give the user the option of leaving a message for the destination that describes the nature of the call.

3. Business Based Telecommunications Systems Figure 5 depicts a conventional telephone network coupled to a small business call distributor according to the prior art for small business and is similar to Figure 1. Figure 6 depicts a call waiter for use with a small business distributor according to an embodiment of the invention. In this embodiment, a small business subscribes to the call waiter 200 services. The call waiter 200 assigns one or more telephone numbers to each of the business subscribers. When an initiator calls the business, the call waiter monitors the call and answers the telephone if the destination is not available. As soon as the destination becomes available, the call waiter notifies the destination and places a call to the initiator.

4. Combination With Automatic Call Distributor & Customer Relationship Management System

Figure 7 depicts a automatic call distributor 130 combined with a call waiter 200 according to an embodiment of the invention. This system allows the automatic call distributor (ACD) to provide the initiator caller an option to hang-up and maintain the priority on the call queue. When the destination becomes available, the initiator is called back by the system and the call is established between the destination and the initiator. Alternately, based on a preference of the initiator, which can be stored in the profile data, the call waiter switches from the automatic call distributor to an interactive voice system that can interface with a customer relationship management system. This capability allows the initiator to log into the call control customer center. The inventive system can integrate with customer services software and automatic call distribution software and customer relationship management (CRM) software. This combination allows the user data 214 to be imported from other database sources, or to complement the other databases.

5. Combination With PSTN Figure 8 depicts a PSTN 220 combined with a call waiter according to an embodiment of the invention. In this embodiment, the call waiter service is provided on a subscription basis to customers. The PSTN is modified to include the call waiter services, much in the same way that telephone companies add services such as call waiting. The sequence of operation is slightly different in this embodiment in that when the PSTN detects that the destination is not available through the automatic call distributor 120, the PSTN call waiter service is activated. Once the destination is available, the call is completed between the initiator and the destination. Alternately, the PSTN can allow the initiator to store profile data and then establish a call between the destination and the initiator when the destination is available.

6. Internet Based Telecommunications Systems

Figure 9 depicts a call waiter combined with an Internet communications network according to an embodiment of the invention. It is anticipated that all the features and functions previously described are equally applicable to this embodiment, for example, voice over IP, net-phone software or other technology that involves audio streaming over the Internet. In this embodiment, the initiator 110 is coupled to the Internet 420, and to an automatic call distributor 430 to a destination 440, 450. If the call is made from the initiator 110 to the destination 430, then the call is handled much in the same way described above, but with the substitution of the Internet 420 as the telecommunications network. In this case, a bridge 500 between the Internet 420 and the PSTN 120 can be provided to increase the flexibility of calling between a destination 110 coupled to the Internet 420 and the destination 140 coupled to the PSTN 120. All other functions are similar to those described above with respect to the PSTN telecommunications network. Figure 10 depicts a call waiter combined with an Internet communications network according to another embodiment of the invention. In this embodiment, a call waiter 200 is coupled to the Internet 420 to provide call waiter functions between an initiator 110 and a potential destination 140, 150, 440, 450. The call waiter 200 performs the same functions over the Internet 420 as those described above with respect to the PSTN network.

7.. Call Waiter Administration One feature of the call waiter is the administration function. That is, the ability to set up and control the various features and functions. In many circumstances, all the described features will be desired, and in other circumstances, a specific set of the described features will be desired. The administration function allows the system owner to configure the system and even allow the users to configure select portions of the system.

In one aspect of the invention, the system administration is handled be a user interface directly coupled to the call waiter. Such an interface can be a laptop computer, a dedicated terminal or other interface. In another aspect of the invention, the system administration is handled over a network, for example the Internet. The system administrator calls up a predetermined web page using a browser and then proceeds to set the various features, functions and parameters for the system. The system can be configured to store a database of users, or to access a database at a different location over the network. In yet another aspect of the invention, the users are allowed to log into the system and modify their respective data fields using their respective PIN. The user interaction with the system can accessed by audio over a telephone or through a computer network such as the Internet.

8. Conclusion

The invention provides many advantages over known techniques. Advantages of the invention include the ability to track and respond to all calls in order to provide high quality communication features and customer service.

Having disclosed exemplary embodiments and the best mode, modifications and variations may be made to the disclosed embodiments while remaining within the scope of the invention as defined by the following claims.

Claims

CLAIMSWhat is claimed is:

1. A telecommunications system comprising: a terminal adapted to couple to a telecommunications network; a memory configured to store control procedures and data; and a processor coupled to the memory and configured to execute the control procedures to communicate with the telecommunications network such that when a call is placed from an initiator to a destination, and when the destination is not available, to store profile data associated with the initiator for the destination to return the call when the destination is available.

2. The telecommunications system of claim 1, wherein: the processor is further configured to provide audio interaction to the initiator and to record the profile data in response to the initiator's actions.

3. The telecommunications system of claim 2, wherein: the profile data include the initiator's name, telephone number and an audio message.

4. The telecommunications system of claim 2, wherein: the audio interaction is configured to authenticate the initiator; and the profile data include the initiator's name and telephone number.

5. The telecommunications system of claim 2, wherein: the audio interaction is configured to authenticate the initiator; and the profile data include the initiator's name and a plurality of telephone numbers.

6. The telecommunications system of claim 1, wherein: the audio interaction is in a language associated with the initiator's geography.

7. The telecommunications system of claim 1 , wherein: the processor is further configured to return a call to the initiator based at least in part on the profile data.

8. The telecommunications system of claim 4, wherein: the processor is configured to allow the initiator to re-call at least a portion of the profile data and modify the profile data.

9. The telecommunications system of claim 1, wherein: the telecommunications network is the Internet.

10. The telecommunications system of claim 1, wherein: the memory is configured to store a plurality of user profiles, each user profile including a name, telephone number and callback parameters.

11. The telecommunications system of claim 10, wherein: the processor is configured to receive instructions from the user to modify a user profile.

12. The telecommunications system of claim 11, wherein: the processor is configured to execute the control procedures based at least in part on the user profile.

13. The telecommunications system of claim 1 , wherein: the processor is configured to call the initiator to update the initiator on the status based at least in part on the user profile.

14. The telecommunications system of claim 1, further comprising: an administration interface configured to communicate with the processor and configured to cause the processor to modify the memory in response to instructions issued through the administration interface.

15. A method of processing a call using a call processor coupled to a telecommunications network comprising the steps of: storing control procedures and data in the call processor; and executing the control procedures to communicate with the telecommunications network; when a call is placed from an initiator to a destination, and when the destination is not available, storing profile data associated with the initiator for the destination to return the call when the destination is available.

16. The method of claim 15, further comprising the step of: providing audio interaction to the initiator and to recording the profile data in response to the initiator's actions.

17. The method of claim 16, wherein: the profile data include the initiator's name, telephone number and an audio message.

18. The method of claim 16, wherein: the audio interaction step includes authenticating the initiator; and the profile data include the initiator's name and telephone number.

19. The method of claim 16, wherein: the audio interaction step includes authenticating the initiator; and the profile data include the initiator's name and a plurality of telephone numbers.

20. The method of claim 15, wherein: the audio interaction is in a language associated with the initiator's geography.

21. The method of claim 15, further comprising the step of: returning a call to the initiator based at least in part on the profile data.

22. The method of claim 18, further comprising the step of: allowing the initiator to re-call at least a portion of the profile data and modify the profile data.

23. The method of claim 15, wherein: the telecommunications network is the Internet.

24. The method of claim 15, further comprising the step of: storing a plurality of user profiles, each user profile including a name, telephone number and callback parameters.

25. The method of claim 24, further comprising the step of: receiving instructions from the user to modify a user profile.

26. The method of claim 25, comprising the step of: executing the control procedures based at least in part on the user profile.

27. The method of claim 15, comprising the step of: calling the initiator to update the initiator on the status based at least in part on the user profile.

28. The method of claim 15, further comprising: communicating with the processor and modifying the memory in response to instructions issued through an administration interface.