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WO1996038971A1 - Procede et systeme d'appel par ordinateur - Google Patents

Procede et systeme d'appel par ordinateur Download PDF

Info

Publication number
WO1996038971A1
WO1996038971A1 PCT/US1996/008482 US9608482W WO9638971A1 WO 1996038971 A1 WO1996038971 A1 WO 1996038971A1 US 9608482 W US9608482 W US 9608482W WO 9638971 A1 WO9638971 A1 WO 9638971A1
Authority
WO
WIPO (PCT)
Prior art keywords
time
data base
devices
identified
telephone
Prior art date
Application number
PCT/US1996/008482
Other languages
English (en)
Inventor
Jason Mansfield Bailis
Dennis Keen Warren
Original Assignee
Harris Corporation
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Harris Corporation filed Critical Harris Corporation
Publication of WO1996038971A1 publication Critical patent/WO1996038971A1/fr

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/46—Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/26—Devices for calling a subscriber
    • H04M1/27—Devices whereby a plurality of signals may be stored simultaneously
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/26—Devices for calling a subscriber
    • H04M1/27—Devices whereby a plurality of signals may be stored simultaneously
    • H04M1/274—Devices whereby a plurality of signals may be stored simultaneously with provision for storing more than one subscriber number at a time, e.g. using toothed disc
    • H04M1/2745—Devices whereby a plurality of signals may be stored simultaneously with provision for storing more than one subscriber number at a time, e.g. using toothed disc using static electronic memories, e.g. chips
    • H04M1/27467—Methods of retrieving data
    • H04M1/27475—Methods of retrieving data using interactive graphical means or pictorial representations
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/42—Circuit arrangements for indirect selecting controlled by common circuits, e.g. register controller, marker
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42229—Personal communication services, i.e. services related to one subscriber independent of his terminal and/or location

Definitions

  • the present invention relates to systems and methods for establishing communication between two devices, and in particular to a system and method for calling from a computer that provides a telephone number at which a called party is most likely to be reached, and that indicates when a call is being made at an
  • a computer may be used to initiate a telephone call to a called party using a telephone number.
  • Such systems and 10 methods may include a computer with a visual display for information and an entry devices for providing commands and information to the computer, such as a keyboard or a mouse.
  • a telephone call may be initiated at the computer by selecting an appropriate program stored in the computer and by providing a telephone number using the entry means.
  • the telephone number also may be stored in the 15 computer in a data base of called party names and telephone numbers and retrieved conventionally.
  • the computer may cause the telephone number to be dialed and indicate whether the call has been completed.
  • the prior art systems do not improve the percentage of completed calls, and do not provide advance warning that a call is
  • An object of the present invention to provide a method and system for establishing a connection between two devices and for establishing a connection between two devices that improves the rate at which connections are completed by providing a history of connections so that connection attempts that are likely to be unsuccessful may be avoided.
  • Another object is to provide a method and system for making a telephone call that provides a called party locator that has a history of completed calls by time of day and telephone number so that the call completion rate may be improved.
  • a further object is to provide a method and system for a making a telephone call from a computer in which a computer data base of parties to be called, their telephone numbers, and a call completion rate for each telephone number by time and day is accessed with the called party name and the calling time and day to provide a visual history of call completion rates for the called party's telephone numbers so that the caller can determine the telephone number at which the called party is most likely to be reached.
  • the present invention includes a system for attempting to connect a first device to a second device to establish communications therebetween comprising a data base in a first device, said data base identifying second devices that can be selectively connected to the first device and their access numbers for making the connection, and including by time a connection completion history for the access numbers, means for identifying to the first device a one of the second devices to be connected, means for determining a time when a connection to the identified second device is to be made, means for accessing the data base with the identified second device and the determined time to determine the access number at which the identified second device is most likely to be connected, means for attempting to connect the first device with the identified second device using the determined access number, in which said data base includes time periods for unacceptable connections for the second devices.
  • a method of attempting to connect a first device to a second device to establishing communication therebetween comprising the steps of:
  • the data base includes time periods for unacceptable connections for the second devices.
  • Figure 1 is an example of a visual display provided to a caller in which call completion histories are indicated.
  • Figure 2 is an example of a visual warning provided to a caller when a call is to be placed at a time when it is inappropriate for the called party to receive a call.
  • Figure 3 is a block diagram of an embodiment of the present invention.
  • Figure 4 is a block diagram of a further embodiment of the present invention with both the called party locator and the pre-call warning.
  • a computer data base provides called party locator information for determining the telephone number at which a party to be called is most likely to be reached.
  • the data base may store the names (or other identification) of parties to be called, their telephone numbers (e.g., office, facsimile, e-mail, home, cellular, pager, job site, internet address, etc.), and a call completion history for each of the telephone numbers by time of day.
  • the computer desirably has a time function that provides time and date. Time may be recorded conventionally, and may be kept in caller local time, with provisions for conversion to called party local time (e..g., determined by reference to country and/or area code of the called party).
  • the called party locator system may be operated by accessing the data base and its operating program, and entering the identity of the called party.
  • the time of day (and optionally the date and/or day of the week) may be provided automatically by the computer or entered manually.
  • the call completion history may be presented to the caller so that the caller can decide which number to call, or the computer may make the selection automatically by determining the telephone number with the highest completion rate for the time of call.
  • the data base may indicate that for calls between 8AM and noon, the called party has been reached at an office number 85% of the time and by pager 15% of the time, and that for calls between noon and 2PM the called party has been reached by pager 60% of the time, at a job site number 20% of the time, and at an office number 20% of the time.
  • This information may be presented to the caller conventionally, such as on a visual display or with a voice synthesizer.
  • the visual display may provide statistics such as in this example, and/or may provide histograms showing the number of calls completed by time period. The histograms may provide a finer breakdown of time periods to further enhance the call completion rate (e.g., 15 minute periods), and may be preferred if computer and display space are available.
  • Figure 1 is an illustration of an exemplary visual display.
  • the caller selects the telephone number from the displayed information by touching the display or by making an entry with a keyboard or mouse, and the computer initiates the call responsive to the selection, although this is not required for the present invention.
  • the data base may updated after each call, when the time, telephone number and whether the party was successfully reached are known.
  • the data base is updated with entries that indicate whether the called party was actually available at the called number, not just whether the called number was answered.
  • the data base may store periods when calls to parties are inappropriate. Time periods when calls to parties may be inappropriate may include weekends, holidays, after close of business, business trips, vacations, periods when telephone charges are particularly high, etc. and the data base may store these periods by day and time.
  • the data base may also store other information such as a further caution not to call a party at home unless it is an emergency, or a forwarding or emergency number, and may include provisions for universal entries that may be provided to every party in the data base, such as major holidays. When a warning is provided because the telephone rates are high, an alternative time when rates are more economical may be recommended.
  • the data base may be checked to determine whether the time of the call is within one of the periods when calls are inappropriate. If the call is within one of the periods, a warning may be provided to the caller, such as by visual or aural means. In a preferred embodiment the time is displayed in the called party's local time (e_.g., "WARNING: the local time of the party you are calling is 3AM.") Upon receipt of the warning the caller may be provided the opportunity to complete or cancel the call. An exemplary visual warning is illustrated in Figure 2. If there is further caution associated with the time period, it may also be displayed.
  • the warning system may also be used to screen outgoing calls by providing a warning that the caller is not authorized to make the call unless the caller provides a charge code recognized by the system.
  • the system may limit, a particular phone to local calls only, and callers may override the limitation by entering an identification number to which a long distance call will be charged.
  • an embodiment of the present invention may include a computer 10 with a data base 12 for storing one or both of the called party locator information and pre-call warning information discussed above.
  • the data base 12 may be accessed with a computer add-on application 14 that may be provided routinely by those of skill in the art.
  • the application 14 may interface with a conventional computer telephone system, such as that known by the registered trademark, HARRIS® PC PHONE, that connects the computer 10 to a public or private telephone network.
  • the application 14 may operate with one or both of the called party locator and the pre-call warning.
  • a computer 20 may include an interface 22 with a public or private telephone network 24 and a dialer 26 for initiating a call to the called party.
  • a data base 28 may store called party names, numbers, call completion histories, and periods when calls to parties are inappropriate.
  • a time conversion provision may be added for out-of-area calls.
  • a control 30 may retrieve and direct the information, and a comparator 32 may determine whether a pre-call warning is needed.
  • a method and system for connecting a first device to a second device in which, before the connection is made, the first device provides second device locator information and/or a pre-connection warning when a connection is to be made.
  • a data base at the first device stores the identities of devices, their access numbers, and a history of connection completions by time and day and access number to provide the first device with the opportunity to select automatically or through an agent the number at which the second device is most likely to be reached.
  • the data base is automatically updated after each connection attempt.

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Telephonic Communication Services (AREA)

Abstract

Procédé et système permettant de connecter un premier dispositif à un second (par exemple par un appel téléphonique destiné à un demandé à partir d'un ordinateur) dans lesquels, avant que la connexion ne soit établie, le premier dispositif fournit des informations sur la localisation du second et/ou un avertissement de pré-connexion lorsqu'une connexion est sur le point d'être réalisée. Une base de données (28) située au niveau du premier dispositif stocke les données d'identification des dispositifs, leur numéro d'accès et un historique des connexions réussies par heure, jour et numéro d'accès, afin de donner au premier dispositif la possiblité de sélectionner automatiquement ou par l'entremise d'un opérateur le numéro auquel le second dispositif est le plus susceptible d'être joignable. La base de données (28) est automatiquement mise à jour après chaque tentative de connexion.
PCT/US1996/008482 1995-06-01 1996-06-03 Procede et systeme d'appel par ordinateur WO1996038971A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US45758395A 1995-06-01 1995-06-01
US08/457,583 1995-06-01

Publications (1)

Publication Number Publication Date
WO1996038971A1 true WO1996038971A1 (fr) 1996-12-05

Family

ID=23817292

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US1996/008482 WO1996038971A1 (fr) 1995-06-01 1996-06-03 Procede et systeme d'appel par ordinateur

Country Status (2)

Country Link
CA (1) CA2202747A1 (fr)
WO (1) WO1996038971A1 (fr)

Cited By (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO1998038781A1 (fr) * 1997-02-26 1998-09-03 Northern Telecom Limited Systeme de renvoi automatique d'appels utilisant un modele adaptatif de comportement d'utilisateur
EP0874508A1 (fr) * 1997-04-18 1998-10-28 Harris Corporation Système de communication pour fournir la position d'un abonné appelé et un avertissage avant l'appel
US5896445A (en) * 1996-01-23 1999-04-20 Bell Atlantic Network Services, Inc. Incoming call tracking with interactive data collection
WO1999023805A1 (fr) * 1997-11-03 1999-05-14 Ericsson Inc. Procede et dispositif servant a selectionner un numero de telephone et a etablir une communication
US6208713B1 (en) 1996-12-05 2001-03-27 Nortel Networks Limited Method and apparatus for locating a desired record in a plurality of records in an input recognizing telephone directory
US6574599B1 (en) * 1999-03-31 2003-06-03 Microsoft Corporation Voice-recognition-based methods for establishing outbound communication through a unified messaging system including intelligent calendar interface
EP0936791A3 (fr) * 1998-02-17 2004-01-02 Matsushita Electric Industrial Co., Ltd. Répertoire téléphonique
WO2017070738A1 (fr) 2015-10-27 2017-05-04 The University Of Queensland Procédé de traitement et agents utiles audit procédé

Citations (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US3989899A (en) * 1975-04-08 1976-11-02 Daniel Norwich Telephone scheduling system
EP0396947A2 (fr) * 1989-05-11 1990-11-14 Ascom Zelcom Ag Méthode pour simplifier l'utilisation de systèmes complexes, en particulier de terminaux de communication
EP0438860A2 (fr) * 1989-11-30 1991-07-31 AT&T Corp. Arrangement pour le blocage ou l'admission des appels aux destinations prédéfinies
EP0588646A2 (fr) * 1992-09-18 1994-03-23 Boston Technology Inc. Système de téléphonie automatique
DE4341008A1 (de) * 1993-11-29 1994-06-16 Thomas Abdou Beschreibung eines programmierbaren Telefonkontrollgerätes
JPH0758822A (ja) * 1993-08-10 1995-03-03 Matsushita Electric Ind Co Ltd 電話機
WO1995014342A1 (fr) * 1993-11-16 1995-05-26 Aspi Software Development Company, Llc. Optimisation de systemes d'appels telephoniques

Patent Citations (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US3989899A (en) * 1975-04-08 1976-11-02 Daniel Norwich Telephone scheduling system
US3989899B1 (fr) * 1975-04-08 1976-11-02
EP0396947A2 (fr) * 1989-05-11 1990-11-14 Ascom Zelcom Ag Méthode pour simplifier l'utilisation de systèmes complexes, en particulier de terminaux de communication
EP0438860A2 (fr) * 1989-11-30 1991-07-31 AT&T Corp. Arrangement pour le blocage ou l'admission des appels aux destinations prédéfinies
EP0588646A2 (fr) * 1992-09-18 1994-03-23 Boston Technology Inc. Système de téléphonie automatique
JPH0758822A (ja) * 1993-08-10 1995-03-03 Matsushita Electric Ind Co Ltd 電話機
WO1995014342A1 (fr) * 1993-11-16 1995-05-26 Aspi Software Development Company, Llc. Optimisation de systemes d'appels telephoniques
DE4341008A1 (de) * 1993-11-29 1994-06-16 Thomas Abdou Beschreibung eines programmierbaren Telefonkontrollgerätes

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
PATENT ABSTRACTS OF JAPAN vol. 95, no. 6 31 July 1995 (1995-07-31) *

Cited By (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5896445A (en) * 1996-01-23 1999-04-20 Bell Atlantic Network Services, Inc. Incoming call tracking with interactive data collection
US6208713B1 (en) 1996-12-05 2001-03-27 Nortel Networks Limited Method and apparatus for locating a desired record in a plurality of records in an input recognizing telephone directory
WO1998038781A1 (fr) * 1997-02-26 1998-09-03 Northern Telecom Limited Systeme de renvoi automatique d'appels utilisant un modele adaptatif de comportement d'utilisateur
EP0874508A1 (fr) * 1997-04-18 1998-10-28 Harris Corporation Système de communication pour fournir la position d'un abonné appelé et un avertissage avant l'appel
WO1999023805A1 (fr) * 1997-11-03 1999-05-14 Ericsson Inc. Procede et dispositif servant a selectionner un numero de telephone et a etablir une communication
EP0936791A3 (fr) * 1998-02-17 2004-01-02 Matsushita Electric Industrial Co., Ltd. Répertoire téléphonique
US6574599B1 (en) * 1999-03-31 2003-06-03 Microsoft Corporation Voice-recognition-based methods for establishing outbound communication through a unified messaging system including intelligent calendar interface
WO2017070738A1 (fr) 2015-10-27 2017-05-04 The University Of Queensland Procédé de traitement et agents utiles audit procédé

Also Published As

Publication number Publication date
CA2202747A1 (fr) 1996-12-05

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