WO2000060836B1 - Telecommunications traffic answering and management system - Google Patents
Telecommunications traffic answering and management systemInfo
- Publication number
- WO2000060836B1 WO2000060836B1 PCT/US2000/009510 US0009510W WO0060836B1 WO 2000060836 B1 WO2000060836 B1 WO 2000060836B1 US 0009510 W US0009510 W US 0009510W WO 0060836 B1 WO0060836 B1 WO 0060836B1
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- caller
- computer
- specific data
- data record
- controlled method
- Prior art date
Links
Classifications
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- 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
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2242/00—Special services or facilities
- H04M2242/22—Automatic class or number identification arrangements
-
- 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
- H04M3/42025—Calling or Called party identification service
- H04M3/42034—Calling party identification service
- H04M3/42042—Notifying the called party of information on the calling party
-
- 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
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
-
- 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
-
- 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
- H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
- H04M3/533—Voice mail systems
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q3/00—Selecting arrangements
- H04Q3/72—Finding out and indicating number of calling subscriber
Abstract
A telecommunications traffic management system (10) particularly suited for the management of telephone traffic is disclosed. The system (10) provides for handling telephone traffic for a plurality of subscribers (16), by detecting the presence of an incoming telephone call, picking up the line (step 112); gathering caller identification information identifying the caller (steps 116 & 118), storing the caller identification information in a caller-specific data record; using an audible machine-generated menu to prompt the caller and obtain further information, regarding the nature of the call and the nature of the caller and storing the further information in the caller-specific data record and categorizing the caller-specific data record (32, 34 & 36).
Claims
1. A computer-controlled method of handling telephone traffic for a plurality of subscribers, comprising the steps of:
(a) detecting the presence of an incoming telephone call from a caller on a line associated with a subscriber;
(b) picking up said line (112); and
(c) gathering caller identification information identifying the caller (step 1 16); characterized by
(d) storing said caller identification information in an associated caller specific data record associated with said caller (150, 166);
(e) using an audible machine-generated menu to prompt said caller and obtain from said caller further information, comprising information on the nature of the call and the nature of the caller
(step 120);
(f) storing said further information in said associated caller specific data record; and (g) categorizing said caller specific data record.
2. A computer-controlled method of handling telephone traffic as in claim 1, further characterized by the step of:
(h) in response to an activating input from a subscriber, outputting caller specific data records in a particular category or categories.
3. A computer-controlled method of handling telephone traffic as in claim 1 or 2 characterized in that said menu is varied in accordance with the nature of the caller.
4. A computer-controlled method of handling telephone traffic as in claim 1, 2 or 3 characterized in that said categorizing of said caller specific data record is made in accordance with the nature of the caller.
5. A computer-controlled method of handling telephone traffic as in claim 1. 2 or 3 characterized in that said categorizing of said caller specific data record is made in accordance with the nature of the call.
- 25 -
AMENDED SHUT (ARTICLE 19)
6. A computer-controlled method of handling telephone traffic as in claim 5, characterized in that said categorizing of said caller specific data record in accordance with the nature of the call is made by using categories selected from the group comprising emergencies, and prescription refills.
7. A computer-controlled method of handling telephone traffic as in claim 1, 2 or 3 characterized in that said gathering of information identifying the caller is performed by reading caller ID information to obtain the telephone number of the telephone instrument from which said incoming telephone call originated.
8. A computer-controlled method of handling telephone traffic as in claim 1, 2 or 3 characterized in that all of the steps listed in claims 1 and 8 are performed in a first locality within which a portion of said plurality of subscribers are located, further characterized by the step of: (h) fulfilling the requests of the caller using machine functions to the extent that information in the computer determines the same to be addressed and connecting to the subscriber's facility or a human-manned answering facility common to a number of localities.
9. A computer-controlled method of handling telephone traffic as in claim 8, characterized in that all of the steps listed in claims 1 and 8 are performed in a second locality within which another portion of said plurality of subscribers are located, and said human manned answering facility services said first and second facilities.
10. A computer-controlled method of handling telephone traffic as in claim 1, 2 or 3 characterized in that storing said further information in said associated caller specific data record is done in the form of a voice mail from the caller.
11. A computer-controlled method of handling telephone traffic as in claim 1 , characterized in that answers to menu driven requests are stored as audio clips.
12. A computer-controlled method of handling telephone traffic as in claim 10, characterized
- 26 -
AMENDE^ SHEET (ARTICLE 19)
in that only the voice mail messages in a category or categories selected by the doctor may be played back.
13. A computer-controlled method of handling telephone traffic for a plurality of subscribers who are doctors, comprising the steps of:
(a) detecting the presence of an incoming telephone call from a caller on a line associated with a subscriber (step 116);
(b) picking up said line (112); and
(c) gathering caller identification information identifying the caller; characterized by (d) storing said caller identification information in an associated caller specific data record associated with said caller (150, 166);
(e) using an audible machine-generated menu to prompt said caller and obtain from said caller further information, comprising information on the nature of the call and the nature of the caller if said further information is not already in the system; (f) storing said further information in said associated caller specific data record; and
(g) forwarding said call to the doctor subscriber if the caller is another doctor.
14. A computer-controlled method of handling telephone traffic for a plurality of subscribers who are doctors, comprising the steps of: (a) detecting the presence of an incoming telephone call from a caller on a line associated with a subscriber (step 116);
(b) picking up said line (112); and
(c) gathering caller identification information identifying the caller; characterized by
(d) storing said caller identification information in an associated caller specific data record associated with said caller;
(e) using an audible machine-generated menu to prompt said caller and obtain from said caller further information, comprising information on the nature of the call and the nature of the caller;
(f) storing said further information in said associated caller specific data record; (g) categorizing said caller specific data record; and
(h) forwarding said call to a pharmacist if the caller is seeking a renewal of a prescription.
- 27 -
Applications Claiming Priority (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| US12831099P | 1999-04-08 | 1999-04-08 | |
| US60/128,310 | 1999-04-08 |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| WO2000060836A1 WO2000060836A1 (en) | 2000-10-12 |
| WO2000060836B1 true WO2000060836B1 (en) | 2000-12-21 |
Family
ID=22434709
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| PCT/US2000/009510 WO2000060836A1 (en) | 1999-04-08 | 2000-04-10 | Telecommunications traffic answering and management system |
Country Status (1)
| Country | Link |
|---|---|
| WO (1) | WO2000060836A1 (en) |
Family Cites Families (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US5465082A (en) * | 1990-07-27 | 1995-11-07 | Executone Information Systems, Inc. | Apparatus for automating routine communication in a facility |
| EP0795991A1 (en) * | 1996-03-11 | 1997-09-17 | Hewlett-Packard Company | Communications system |
| US5937052A (en) * | 1997-02-18 | 1999-08-10 | Ericsson Inc. | Anonymous call rejection override |
-
2000
- 2000-04-10 WO PCT/US2000/009510 patent/WO2000060836A1/en active Application Filing
Also Published As
| Publication number | Publication date |
|---|---|
| WO2000060836A1 (en) | 2000-10-12 |
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