WO1998048558A1

WO1998048558A1 - Computer telephony integrated network

Info

Publication number: WO1998048558A1
Application number: PCT/GB1998/001137
Authority: WO
Inventors: Laurie Booton
Original assignee: British Telecommunications PLC
Current assignee: British Telecommunications PLC
Priority date: 1997-04-18
Filing date: 1998-04-20
Publication date: 1998-10-29
Anticipated expiration: 1999-10-18
Also published as: EP0976233A1; JP2001521701A; AU7063998A; EP0976232B1; EP0976233B1; DE69841460D1; US6337857B1; AU7064098A; WO1998048557A1; EP0976232A1; DE69841461D1

Abstract

The invention concerns an integrated computer and telephony system and a method of integrated computer telephony in which at least one main switch is capable of receiving incoming telephone calls and of dialling outgoing calls. A computer terminal is associated with the switch and means are provided for recognising that a telephone number connected to the switch as an incoming call is associated with said computer terminal; together with and means for causing said computer terminal to give an indication that an incoming call has been received, with the call being held by the switch so that the computer terminal indication is without the telephone being caused to ring.

Description

Computer Telephony Integrated Network

The present invention concerns systems which utilise the combined capabilities of computers and telephony.

Historically computers and telephony have occupied different areas in the overall field of technology with the exception of the increasing use of computer technology in controlling and managing telephone networks . However there is now a rapid convergence in these two areas so that the boundaries between computing and telephony are becoming harder to define. Thus computers, as well as being used to control telephones, can have special telephone interfaces that carry out the telephony functions; additionally information carried over telephone lines can be detected by computers and used to handle the calls more efficiently.

One of the forces driving the integration of computing and telephony is that modern businesses have a growing need to unite individuals in different locations into project teams. Another concept uniting computing and telephony is that of the "hot desk" where an individual does not necessarily have a single defined office location but may rather be migratory so that his/her office is defined at the point of logging-in to a computer terminal, a procedure which obviously can occur at widely spaced locations given the great increase in computer networks. Thus whilst the server of the computer network will know at log-on where the user is located this is not necessarily so for the user's telephone number.

Thus the present invention is concerned with the situation in which members of a work group can easily remain in touch independently of location, for example at multiple offices, at home and when mobile.

A system has evolved to meet these needs, which is known as Computer Telephony Integration (CTI). A set of protocols and standards for CTI have also arisen and these standards are known as Standards ECMA-217 SERVICES FOR COMPUTER SUPPORTED TELECOMMUNICATIONS APPLICATIONS PHASE I, and Standards ECMA-218 SERVICES FOR COMPUTER SUPPORTED TELECOMMUNICATIONS APPLICATIONS PHASE II.

In what follows it will be assumed that these standards are met by the specific embodiment to be described, but it will be appreciated that the inventive concept to be set out later does not necessarily demand that the protocols of the above standards are followed.

One system involving CTI has been developed by British Telecommunications Limited and is known as Distributed Office Technology (DOT). In a DOT network each telephone user has an associated terminal by means of which he/she can log into what can be referred to as a virtual work group. Once logged-on the user will be provided on the associated monitor with a visual indication of each member of the team. Both the telephony and physical status of each member of the virtual work group is thus displayed on the monitor, which can be the screen of a standard PC which acts as the terminal. Users may add and remove members from the work group at any time . This can be achieved by dragging and dropping a new individual from a directory onto the work group. When a user receives a phone call, not only does the telephone ring at the physical location but the user's icon will flash and a screen pop will appear. Every other member of the virtual work group who has logged in will be able to see that the particular member of the team has a call ringing. The user can analyse the screen pop, and answer or reject the call. The screen pop will at the very least give the number of the incoming call and, if available, the network database additional relevant information concerning the caller. However the fact that a system as just described has come into existence has been largely caused by the mobility of the members of the work group. An obvious result of such mobility is that an intended recipient of a call can be at one of many locations , which can include being at home where there may be no computer terminal, or actually travelling and thus only contactable on a mobile phone.

In our co-pending UK Patent Application No. 9707862.0 of even date a solution to this problem is described.

Another problem brought about by the concept of the virtual work group scattered over a range of different locations is that as the size of the group increases it becomes more and more important for members of the group to be both informed and selective with regard to the reception of incoming calls .

One problem with on line switches is that whilst they may provide a group function, so that when a user hears a phone ringing which is not his he can pick up his phone and use the group function to interrupt the call . This however cannot normally be done outside a PBX switch. Additionally if a call is made to one number, it is not possible via CTI simply to then ask a PBX switch to redirect the call to another number. The call has to be aborted and the calling process restarted. Thus the basic problem remains that once the CTI system has delivered a call to a telephone it is frequently impossible to redirect the call even if it has not been answered. This position in local networks if an intended recipient has a phone number outside the local network.

The present invention is concerned with providing a simple solution to these various problems.

US Patent Specification No US-A-4653090 discloses a method of setting up, manipulating and taking down communication connections utilising graphics screens at computer terminals. It is basically concerned with conference calls and does not answer the problem concerning the delivery of calls to a phone as already set out .

GB Patent Specification No GB-A-2294178 discloses a telephone call alerting system in which telephones are always rung.

In one aspect the present invention is concerned with solving this problem.

In accordance with a first aspect of the present invention there is provided a communication system comprising an integrated computer and telephony system comprising: at least one main switch capable of receiving incoming telephone calls and of dialling outgoing calls; a computer terminal associated with the switch; means for recognising that a telephone number connected to the switch as an incoming call is associated with said computer terminal; and means for causing said computer terminal to give an indication that an incoming call has been received, with the call being held by the switch so that the computer terminal indication is without the telephone being caused to ring .

In accordance with a second aspect of the invention there is provided a method of carrying out integrated computer and telephony comprising:

A method of performing integrated computer and telephony receiving incoming telephone calls and dialling outgoing calls at a main switch; recognising that a telephone number connected to the switch as an incoming call is associated with a computer terminal; and causing said computer terminal to give an indication that an incoming call has been received at the switch, and holding the incoming call at the switch so that causing the computer terminal indication is without the telephone being caused to ring .

In order that the present invention may be more readily understood, an embodiment thereof will now be described by way of example and with reference to the accompanying drawings in which:

Figure 1 is a diagram showing the general telephony environment in which the present invention operates ;

Figure 2 is a more detailed diagram showing a part of a CTI network which incorporates the present invention; and

Figure 3 is a diagram showing the flow of data between a CTI switch and a computer.

Referring now to Figure 1 of the accompanying drawings , 1 indicates the Public Switched Telephone Network (PSTN) and 2 a Digital Local Exchange (DLE) connected to the PSTN by appropriate links 3. Four PBX's 4 are shown, connected again by appropriate links to the DLE 2. Naturally the complete system will have many more DLE's and PBX's.

Figure 1 also shows individual telephones 5, 6 connected to the PSTN as well as telephones 7 and 8 which are associated with computer terminals 9, 10 which are in turn connected to a conventional network server which has not been shown. As shown by the dotted line 11, it is possible for the PBX's to intercommunicate without having to route data via the PSTN. In a typical configuration call delivery to one of the PBX's will be via ISDN ( Integrated Services Digital Network ) with Calling Line Identity (CLI) and Dialled Number Identification Service (DNIS) . The PBX's can be Meridian Option 81 (RTM) PBX's which have been CTI enabled with a Meridian link (RTM) manufactured by Nortel.

The servers from the computer side of the CTI network can be UXIX servers and the PC's general purpose computers operating in a Microsoft (RTM) environment.

In Figure 1 the telephones 5 and 6 are assumed to be located in users' homes and the telephones 7 and 8 and their associated PC's 9 and 10 located in an office environment. Additionally each of the "home" telephones has an associated computer 5', 6' linked with it. This is of course purely by way of illustration. Whilst the main links to the DLE and the PBX's will be digital, the home links can be analog. In the system shown in Figure

1 it is not possible for an incoming call to cause each of the telephones shown to ring simultaneously. The dotted boxes surrounding telephone 7 and PC9 and telephone 8, PC10 indicate that the telephone and the PC in each box are associated. Additionally, link 100 indicates that the PC's 9 and 10 are part of a computer network. This network can be of any standard kind.

Referring now to Figure 2 of the accompanying drawings, integers in this figure which are common to Figure 1 have been given the same reference numerals . Figure 2 additionally shows a GSM 20 linked to the PSTN 1 and to a mobile phone 21, the mobile phone having an associated lap-top computer 21'.

In this figure it is assumed that the telephones 7 and 8 are linked into a CTI network with the enabling link shown at 22, and a UNIX server is indicated at 23. A bus 101 interconnects the computer and the server 23 to provide a computer network. The system shown in Figure 2 enables an incoming call from the PSTN to cause a display on the monitor of a terminal associated with the incoming call without the necessity of the telephone itself ringing. Thus the incoming call is in effect held whilst the presence of the incoming call is indicated at the computer terminal. An additional feature is that when the receipt of an incoming call has been displayed in this manner, the computer network can also inform other members of the network of the fact that a call has been received .

In Figure 2 it will be seen that each office-based computer terminal besides having an associated monitor also has a pair of loudspeakers 30. The other, including the lap top, computers can have a sound card and some form of loudspeaker. Because of this when an incoming call has been detected the computer terminals can generate a ringing tone similar to the ringing of a telephone though it is likely to be advantageous if it is differentiated from the ringing tone of the telephone immediately associated with it and also if it is distinguished from the pseudo-ringing tone of other computer terminals. As a feature each computer and its sound card may be arranged so as to emit a particular ringing tone which also distinguishes it from other computers when they are alerting their users of an incoming call. Additionally when an incoming call is received at the PBX this is displayed at each terminal which has logged on provided that the logged on terminals have indicated that they are interested in calls to that number. As the identity of the incoming caller is displayed at each of the appropriate logged on terminals users at each of these terminals can make an informed decision as to whether or not they wish to intercept the call even if it was not initially intended for them.

The transfer of data between the CTI-enabled PBX and the computer to enable the above will now be described with regard to Figure 3 of the drawings . In Figure 3 the CTI-enabled PBX of Figure 2 has been replaced by a general switch indicated at 25. This is because the functions to be described can be carried out by different types of hardware. Thus switch 25 could be an Interactive Voice Unit (IVU) or a PBX/ACD, that is an automatic call distributor. In fact, the actual configuration of switch 25 is not an essential factor in carrying out the present invention. This will be expanded upon hereinafter.

The interaction between the switch 25 and the computer is as follows:

at 100 the switch 25 responds to an incoming call DNIS (Figure 2) from the PSTN and generates a route request for the received call. This call is labelled CID1. CID means Call ID and is a unique handle for that call, with the number indicating that it is the first call in this particular sequence.

In response to the route request (CID1) the computer 10 at 101 returns to the switch a Route Select Signal which effectively ensures that the calling party receives a ringing tone. At 102 the computer refers to its database 200, stored for example in the server hard discs, and asks to be given a list of numbers. This list corresponds to locations of computer terminals for the various users which make up a virtual work group. The list of numbers is shown at 200 and contains the internet protocol numbers (IP) of the other members of the work group. The list of numbers are returned from the server database to the computer at 103, and at 104 the computer accesses the terminals corresponding to the received list of numbers on the computer network, this network being indicated at 201. It will be appreciated that there is a wide choice available of the terminals to be accessed in response to an incoming call. Thus it is possible for a user to define on an individual basis those terminals that he wishes to be accessed when his/her phone is rung by an incoming call. It is also possible for the source of an incoming call to be identified by its call identity so as automatically to access a stored list of numbers. At each of the terminals accessed in this way an indication of an incoming call can be given by the computer using its sound card and associated loudspeakers to generate a pseudo ringing tone. As already mentioned, each computer can generate a pseudo ringing tone which is differentiated from its neighbours. The alerted users at the accessed terminals can then make a decision whether or not they wish to intercept the call, with data concerning the incoming call being supplied by a suitable screen pop and/or by the audible indication which can, as will be described, be voice synthesis. If the initial recipient decides to take the incoming call this is indicated at 106 in Figure 3. the data sent at 106 to the switch will be a route select signal such that the presence of the incoming call held at the switch will cause the selected telephone number to ring. Of course the computer terminal will already have alerted the user of that phone that a call will be coming. If one of the users of the other alerted terminals decides to intercept the call this can be done in a variety of manners. Thus a user can use a simple manual input via a key or a pointer device such as a mouse to indicate his/her interest in the call. Alternatively, the terminal could include voice recognition and respond to a voiced command. In this context it is possible for the computer, as well as generating a ringing tone, and perhaps a screen pop, to use voice synthesis to announce the arrival of the incoming call, for whom the call was initially intended, and the identity of the calling party. It is possible that no member of the virtual work group is present or wishes to intercept the call to which they have been alerted via their computer terminals. In such a case the system may include the possibility of diverting the incoming call to a voice mail facility.

In the system just described the flexibility allowed by the presence of the computer terminal can be utilised to provide further advantageous features . Thus the computer can be configured so as to respond in a variety of different ways on receipt of an incoming call from a source . In addition to providing a display giving information with regard to the source of the incoming call and also of giving a ring which is distinctive with respect either to a normal telephone call or to a computer-type alert, the computer can be programmed to give a variety of rings which can be used to indicate either the source of the incoming call or the fact that a particular member of the group has been rung so that the user can decide whether or not to intercept the call. Thus the computer terminal can give an indication not only of the source of the call but its intended recipient on another telephone number.

If the sound generating abilities of the computer include voice synthesis then the facility of indicating the source of an incoming call or the member of the group being rung can be achieved by appropriately programmed voice announcements and there again can be specified individually for each terminal.

Thus a wide range of options are provided in the system described to specify the manner in which each computer terminal gives an alert indication that an incoming call has been received at a number in the group.

It will be appreciated that although the term group has been used in the specification this term does not imply a single fixed group. Basically for any one user the group emcompasses those numbers in which the user is interested. Thus the make up of a group can vary from user to user either under the user's own choice or as decided by some other person.

To give a simple example if there are four telephone numbers in the stored list the system can generate a different ringing tone for each number with each terminal using the same set of four ringing tones . Thus when the terminal of the intended recipient of an incoming call is logged in and is alerted he/she will hear the ringing tone associated with that terminal and the other terminals within the group, which will also have been alerted, will give the same ringing tone and thus indicate to their users that somebody is trying to access a member of the group though not that specific terminal.

It is of course possible for each computer terminal to be individually configured so as to give confirmed alert indications which although specific to that terminal nevertheless differentiate between the various members of the group.

Another feature is that whilst a member of the group has not logged his/her terminal into the system, the terminal of those members of the group which have logged in will nevertheless give to their users indication that the incoming call has been received at the switch.

It will thus be appreciated that the system described has a number of advantages .

A user can immediately identify an incoming call without actually answering it. Additionally when the members of the group are rung a user can be made aware of both the source and the destination of the incoming call and make a decision whether or not to intercept the call. The indication of an incoming call can be made in a number of different ways which can be individually tailored for each individual. The user can also be informed with regard to calls to other members of the group and can take appropriate action.

The preceding description has been directed to various specific types of switches. there is an increasing trend to utilise switching techniques which are purely based on computers or computers plus telephony cards . The exact nature of the switching system has no real relevance to the basic inventive concept of alerting a user in response to an incoming call via his or her computer terminal whilst the call is being held in the switch. Thus the switch associated with the computer could also be a network switch such as a public telephone exchange or any switch operated by a third party operator or a telephony company.

Claims

1. An integrated computer and telephony system comprising: at least one main switch capable of receiving incoming telephone calls and of dialling outgoing calls; a computer terminal associated with the switch; means for recognising that a telephone number connected to the switch as an incoming call is associated with said computer terminal; and means for causing said computer terminal to give an indication that an incoming call has been received, with the call being held by the switch so that the computer terminal indication is without the telephone being caused to ring.

2. A system as claimed in claim 1 , and f rther comprising means for storing a plurality of numbers for giving access to a corresponding plurality of computer terminals arranged in a network, with each computer terminal being associated with a telephone having an individual number; whereby each of said plurality of computer terminals is adapted, in response to the accessing of said list, by the recognition of an incoming call being one of said plurality of numbers to give an indication that an incoming call has been received to the computer terminals not directly associated with the incoming call, the indication identifying the intended recipient of the incoming call.

3. A system as claimed in any one of the preceding claims bearing at least one computer terminal has an associated loudspeaker and is capable of emitting an audible indication that an incoming call has been received .

4. A system as claimed in claim 3, wherein the audible indication from the or each computer terminal is audibly differentiated from any other computer terminal.

5. A system as claimed in claim 4 wherein when an audible indication is given at a computer terminal not directly associated with the incoming call the audible indication is one which is individual to the intended recipient of the incoming call .

6. A system according to any preceding claim, including means for generating a screen pop at the screen of each terminal accessed in response to the receipt of an incoming call.

7. A system as claimed in claim 5 or claim 6 wherein each computer terminal can be independently programmed to provide audible indications for telephone numbers which are individual to that computer terminal.

8. A system according to any preceding claim, and including means for generating a screen pop at the or each terminal access in response to the receipt of the incoming call by the switch.

9. A system according to any one of the preceding claims wherein at least some of the computer terminals are responsive to vocal commands .

10. A system according to any one of claims 5 to 9 wherein at least one of the computer terminals is capable of voice synthesis and is capable of providing call identification in this manner.

11. A method of performing integrated computer and telephony receiving incoming telephone calls and dialling outgoing calls at a main switch; recognising that a telephone number connected to the switch as an incoming call is associated with a computer terminal ; and causing said computer terminal to give an indication that an incoming call has been received at the switch, and holding the incoming call at the switch so that causing the computer terminal indication is without the telephone caused to ring.

12. A method as claimed in claim 11, and further comprising storing a plurality of numbers for giving access to a corresponding plurality of computer terminals arranged in a network, with each computer terminal being associated with a telephone having an individual number; whereby each of said plurality of computer terminals is adapted, in response to the accessing of said list, by the recognition of an incoming call being one of said plurality of numbers to give an indication that an incoming call has been received to the computer terminals not directly associated with the incoming call, the indication identifying, the intended recipient of the incoming call.

13. A method as claimed in either claim 11 or claim 12 wherein at least one computer terminal has an associated loudspeaker and is capable of emitting an audible indication that an incoming call has been received.

14. A method as claimed in claim 13, wherein the audible indication from the or each computer terminal is audibly differentiated from any other computer terminal.

15. A method as claimed in claim 14 wherein when an audible indication is given at a computer terminal not directly associated with the incoming call the audible indication is one which is individual to the intended recipient of the incoming call.

16. A method according to any one of claims 11 to 15, including generating a screen pop at the screen of each terminal accessed in response to the receipt of an incoming call.

17. A method as claimed in claim 15 or claim 16 wherein a computer terminal is independently programmed to provide audible indications for different telephone numbers which are individual to that computer terminal.

18. A method according to any one of claims 11 to 17, and including generating a screen pop at the screen at the or each terminal in response to the receipt of the incoming call by the switch.

19. A method according to any one of claims 11 to 18 wherein at least some of the computer terminals are responsive to vocal commands .

20. A method according to any one of claims 11 to 19 wherein at least one of the computer terminals is capable of voice synthesis and provides call identification in this manner.