CA2507127A1 - Methods and systems for call management with user intervention - Google Patents

Methods and systems for call management with user intervention Download PDF

Info

Publication number
CA2507127A1
CA2507127A1 CA002507127A CA2507127A CA2507127A1 CA 2507127 A1 CA2507127 A1 CA 2507127A1 CA 002507127 A CA002507127 A CA 002507127A CA 2507127 A CA2507127 A CA 2507127A CA 2507127 A1 CA2507127 A1 CA 2507127A1
Authority
CA
Canada
Prior art keywords
call
customer
notification
response
user
Prior art date
Legal status (The legal status 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 status listed.)
Granted
Application number
CA002507127A
Other languages
French (fr)
Other versions
CA2507127C (en
Inventor
Robert A. Chingon
Stephen P. Brennan
Christopher L. Helbling
Nagendra Kunuturi
Ravi Penumatsa
Mahesh Rajagopalan
Craig L. Reding
John R. Reformato
John H. Wurster
Sandeep Chakraverty
Byron M. Pinto
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Verizon Data Services LLC
Telesector Resources Group Inc
Original Assignee
Individual
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 Individual filed Critical Individual
Priority to CA2774362A priority Critical patent/CA2774362C/en
Publication of CA2507127A1 publication Critical patent/CA2507127A1/en
Application granted granted Critical
Publication of CA2507127C publication Critical patent/CA2507127C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
    • H04M15/09—Third party charged communications
    • 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
    • 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
    • H04M3/436—Arrangements for screening incoming calls, i.e. evaluating the characteristics of a call before deciding whether to answer it
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/0016—Arrangements providing connection between exchanges
    • H04Q3/0029—Provisions for intelligent networking
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
    • H04M2215/66—Third party billing, i.e. third party can also be the predetermined telephone line of the caller if he is calling from another telephone set
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13034—A/D conversion, code compression/expansion
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13093—Personal computer, PC
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/1322—PBX
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13224—Off-net subscriber, dial in to/out from network, teleworking
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13282—Call forward, follow-me, call diversion

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Telephonic Communication Services (AREA)
  • Multimedia (AREA)
  • Human Computer Interaction (AREA)

Abstract

Methods and systems for managing a call in real-time are disclosed. Methods and systems consistent with the present invention manage a call in real-time based on input from a user. A service center receives information pertaining to a call to the user from a service control point and sends a notification of the call to a device associated with the user. The service center receives a response to the notification from the user. Thereafter, the service center instructs the service control point to connect the call based on the respons e.

Claims (113)

WHAT IS CLAIMED IS:
1. A method for managing a call, comprising:
receiving, from a service control point, information pertaining to a call to a customer, the service control point being operable to determine how a call is connected;
sending a notification of the call to a device associated with the customer;
receiving a response to the notification from the customer; and instructing the service control point to connect the call based on the response.
2. The method of claim 1, wherein, prior to the information receiving step, a switch intercepts the call.
3. The method of claim 2, wherein the switch intercepts the call upon encountering a trigger.
4. The method of claim 2, wherein the trigger is a terminating attempt trigger.
5. The method of claim 2, wherein the trigger is a specific digit string trigger.
6. The method of claim 2, further comprising sending an announcement to the switch by the service control point.
7. The method of claim 6, comprising playing the announcement for a calling party while the service control point is waiting for a response.
8. The method of claim 1, wherein the information pertaining to the call comprises at least one of call state data, a call intercept indicator, a voice mail indicator, time zone data, user ID, called number data, calling name data, calling number data, and calling party number presentation information.
9. The method of claim 1, wherein receiving the information pertaining to the call comprises receiving the information pertaining to the call via a Generic Data Interface.
10. The method of claim 1, further comprising, prior to sending the notification:
retrieving data corresponding to the customer using the information pertaining to the call; and determining the features that are enabled for the customer based on the information pertaining to the call.
11. The method of claim 1, the sending comprising:
retrieving data corresponding to the customer using the information pertaining to the call;
selecting a device associated with the customer to receive the notification based on the data corresponding to the customer; and providing the notification to the selected device for display on the selected device.
12. The method of claim 10, the sending comprising:
selecting a device associated with the customer to receive the notification based on the retrieved data; and providing the notification to the selected device for display on the selected device.
13. The method of claim 12, wherein the retrieved data comprises an indication of an access point that the customer is using.
14. The method of claim 12, wherein the retrieved data comprises at least one of an indication of an access point that the customer is using, a call block list, a list of forwarding devices, a list of forwarding numbers, voice mail preferences, and a list of recordings.
15. The method of claim 12, the retrieving comprising:
determining a customer identification using called number data; and finding an indication of an access point being used by the customer, utilising the customer identification.
16. The method of claim 1, wherein the notification comprises a plurality of customer-selectable call disposition options.
17. The method of claim 16, wherein the notification comprises an indication of a calling number and a called number.
18. The method of claim 16l wherein the notification is displayed on the device associated with the customer.
19. The method of claim 16, wherein the call disposition options comprise at least one of sending a call to voice mail, forwarding a call to another device, performing a call screening operation, accepting a call, playing an announcement, placing a call on hold, scheduling a call back operation, performing an automatic call back operation, performing a call block operation, and initiating a conference call.
20. The method of claim 16, wherein the call disposition options comprise forwarding a call to another device.
21. The method of claim 16, wherein the call disposition options comprise performing a call screening operation.
22. The method of claim 16, wherein the call disposition options comprise scheduling a call back operation.
23. The method of claim 16, wherein the call disposition options comprise performing an automatic call back operation.
24. The method of claim 16, wherein the call disposition options comprise initiating a conference call.
25. The method of claim 12, wherein the notification includes a plurality of customer-selectable call disposition options limited by the features determined to be enabled.
26. The method of claim 1, the instructing comprising:
sending the service control point response information indicative of the response to the notification from the customer.
27. The method of claim 26, wherein the response information includes at least one of call disposition information, forwarding number information, nature of forwarding number information, carrier access code, announcement type, and ring cadence.
28. The method of claim 26, wherein the response information includes call disposition information.
29. The method of claim 28, wherein the call disposition information comprises an indication of at least one of sending a call to voice mail, forwarding a call to another device, performing a call screening operation, accepting a call, playing an announcement, placing a call on hold, scheduling a call back operation, performing an automatic call back operation, performing a call block operation, and initiating a conference call.
30. The method of claim 1, the instructing comprising:
instructing the service control point to forward the call to another device based on the response to the notification.
31. The method of claim 30, further comprising forwarding the call to another device having a phone number entered by the customer.
32. The method of claim 30, further comprising forwarding the call to another device having a phone number selected from a list by the customer.
33. A method for managing a call, comprising:
receiving, from a service control point, information pertaining to a call to a customer, the service control point being operable to determine how a call is connected;
retrieving data corresponding to the customer using the information pertaining to the call;
sending a notification of the call to a device associated with the customer, wherein the device is determined based on the retrieved data;
receiving a response to the notification from the customer; and instructing the service control point to connect the call based on the response.
34. The method of claim 33, wherein the information pertaining to the call includes at least one of call state data, a call intercept indicator, a voice mail indicator, time zone data, user ID, called number data, calling name data, calling number data, and calling party number presentation information.
35. The method of claim 33, wherein the retrieved data comprises an indication of an access point that the customer is using.
36. The method of claim 33, wherein the notification comprises a plurality of customer-selectable call disposition options.
37. The method of claim 36, wherein the call disposition options comprise at least one of sending a call to voice mail, forwarding a call to another device, performing a call screening operation, accepting a call, playing an announcement, placing a call on hold, scheduling a call back operation, performing an automatic call back operation, performing a call block operation, and initiating a conference call.
33. The method of claim 36, wherein the call disposition options comprise forwarding a call to another device.
39. The method of claim 36, wherein the call disposition options comprise performing a call screening operation.
40. The method of claim 36, wherein the call disposition options comprise scheduling a call back operation.
41. The method of claim 36, wherein the call disposition options comprise performing an automatic call back operation.
42. The method of claim 36, wherein the call disposition options comprise initiating a conference call.
43. A method for managing a call in real-time based on input from a user, comprising:
receiving information pertaining to a call to the user;
sending a notification of the call to a first device associated with the user;
receiving a response to the notification from the user; and forwarding the call to a second device based on the response, wherein the user provides a telephone number for the second device.
44. The method of claim 43, the sending comprising:
retrieving data corresponding to the user using the information pertaining to the call;
selecting a device associated with the user to receive the notification based on the data corresponding to the user; and providing the notification to the selected device for display on the selected device.
45. The method of claim 44, wherein the retrieved data comprises an indication of an access point that the user is using.
46. A method for managing a call in real-time based on input from a user, comprising:
receiving information pertaining to a call to a user;
retrieving data corresponding to the user using the information pertaining to the call;
selecting a device associated with the user to receive a notification of the call based on the retrieved data corresponding to the user;
providing the notification to the selected device for display on the selected device;
receiving a response to the notification from the user; and initiating a call screening process based on the response.
47. The method of claim 46, wherein the retrieved data comprises an indication of an access point that the user is using.
48. A method for managing a call, comprising:
receiving, from a service control point, information pertaining to a call to a customer, the service control point being operable to determine how a call is connected;
retrieving data corresponding to the customer using the information pertaining to the call;
determining features enabled for the customer based on the information pertaining to the call;
selecting a device associated with the customer to receive a notification of the call based on the retrieved data;
providing the notification to the selected device;
receiving a response to the notification from the customer; and instructing the service control point to connect the call based on the response.
49. An apparatus for managing a call, comprising:
means for receiving, from a service control point, information pertaining to a call to a customer, the service control point being operable to determine how a call is connected;

means for sending a notification of the call to a device associated with the customer;
means for receiving a response to the notification from the customer;
and means for instructing the service control point to connect the call based on the response.
50. The apparatus of claim 49, wherein a switch intercepts the call upon encountering a trigger.
51. The apparatus of claim 50, wherein the service control point sends an announcement to the switch.
52. The apparatus of claim 51, wherein the announcement is played for a calling party while the service control point is waiting for a response.
53. The apparatus of claim 49, wherein the information pertaining to the call comprises at least one of call state data, a call intercept indicator, a voice mail indicator, time zone data, user ID, called number data, calling name data, calling number data, and calling party number presentation information.
54. The apparatus of claim 49, further comprising:
means for retrieving data corresponding to the customer using the information pertaining to the call; and means for determining features that are enabled for the customer based on the information pertaining to the call.
55. The apparatus of claim 49, the means for sending comprising:
means for retrieving data corresponding to the customer using the information pertaining to the call;
means for selecting a device associated with the customer to receive the notification based on the data corresponding to the customer; and means for providing the notification to the selected device for display on the selected device.
56. The apparatus of claim 54, the means for sending comprising:
means for selecting a device associated with the customer to receive the notification based on the retrieved data; and means for providing the notification to the selected device for display on the selected device.
57. The apparatus of claim 56, wherein the retrieved data comprises an indication of an access point that the customer is using.
58. The apparatus of claim 56, wherein the retrieved data comprises of least one of an indication of an access point that the customer is using, a call block list, a list of forwarding devices, a list of forwarding numbers, voice mail preferences, and a list of recordings.
59. The apparatus of claim 56, the means for retrieving comprising:
means for determining a customer identification using called number data; and means for finding an indication of an access point being used by the customer, utilizing the customer identification.
60. The apparatus of claim 49, wherein the notification comprises a plurality of customer-selectable call disposition options.
61. The apparatus of claim 60, wherein the notification comprises an indication of a calling number and a called number.
62. The apparatus of claim 60, wherein the notification is displayed on the device associated with the customer.
63. The apparatus of claim 60, wherein the call disposition options comprise at least one of sending a call to voice mail, forwarding a call to another device, performing a call screening operation, accepting a call, playing an announcement, placing a call on hold, scheduling a call back operation, performing an automatic call back operation, performing a call block operation, and initiating a conference call.
64. The apparatus of claim 54, wherein the notification comprises a plurality of customer-selectable call disposition options limited by the features determined to be enabled.
65. The apparatus of claim 49, the means for instructing comprising:
means for sending the service control point response information indicative of a response to the notification from the customer.
66. The apparatus of claim 65, wherein the response information includes at least one of call disposition information, forwarding number information, nature of forwarding number information, carrier access code, announcement type, and ring cadence.
67. The apparatus of claim 66, wherein the call disposition information comprises an indication of at least one of sending a call to voice mail, forwarding a call to another device, performing a call screening operation, accepting a call, playing an announcement, placing a call on hold, scheduling a call back operation, performing an automatic call back operation, performing a call block operation, and initiating a conference call.
68. The apparatus of claim 49, the means for instructing comprising:
means for instructing the service control point to forward the call to another device based on the response to the notification.
69. The apparatus of claim 68, wherein the call is forwarded to another device having a phone number entered by the customer.
70. The apparatus of claim 68, wherein the call is forwarded to another device having a phone number selected from a list by the customer.
71. An apparatus for managing a call, comprising:
means-for receiving, from a service control point, information pertaining to a call to a customer, the service control point being operable to determine how a call is connected;
means for retrieving data corresponding to the customer using the information pertaining to the call;
means for sending a notification of the call to a device associated with the customer, wherein the device is determined based on the retrieved data;
means for receiving a response to the notification from the customer;
and means for instructing the service control point to connect the call based on the response.
72. An apparatus for managing a call in real-time based on input from a user, comprising:
means for receiving information pertaining to a call to the user;
means for sending a notification of the call to a first device associated with the user;
means for receiving a response to the notification from the user; and means for forwarding the call to a second device based on the response, wherein the user provides a telephone number for the second device.
73. The apparatus of claim 72, the means for sending comprising:
means for retrieving data corresponding to the user using the information pertaining to the call;
means for selecting a device associated with the user to receive the notification based on the data corresponding to the user; and means for providing the notification to the selected device for display on the selected device.
74. An apparatus for managing a call in real-time based on input from a user, comprising:
means for receiving information pertaining to a call to a user;
means for retrieving data corresponding to the user using the information pertaining to the call;
means for selecting a device associated with the user to receive a notification of the call based on the retrieved data corresponding to the user;

means for providing the notification to the selected device for display on the selected device;
means for receiving a response to the notification from the user; and means for initiating a call screening process based on the response.
75. An apparatus for managing a call, comprising:
means for receiving, from a service control point, information pertaining to a call to a customer, the service control point being operable to determine how a call is connected;
means for retrieving data corresponding to the customer using the information pertaining to the call;
means for determining features enabled for the customer based on the information pertaining to the call;
means for selecting a device associated with the customer to receive a notification of the call based on the retrieved data;
means for providing the notification to the selected device;
means for receiving a response to the notification from the customer;
and means for instructing the service control point to connect the call based on the response.
76. An apparatus for managing a call, comprising:
a memory having a program that: receives, from a service control point, information pertaining to a call to a customer, the service control point being operable to determine how a call is connected; sends a notification of the call to a device associated with the customer; receives a response to the notification from the customer; and instructs the service control point to connect the call based on the response; and a processor that runs the program.
77. An apparatus for managing a call, comprising:
a memory having a program that: receives, from a service control point, information pertaining to a call to a customer, the service control point being operable to determine how a call is connected; retrieves data corresponding to the customer using the information pertaining to the call;
sends a notification of the call to a device associated with the customer, wherein the device is determined based on the retrieved data; receives a response to the notification from the customer; and instructs the service control point to connect the call based on the response; and a processor that runs the program.
78. An apparatus for managing a call, comprising:
a memory having a program that: receives, from a service control point, information pertaining to a call to a customer, the service control point being operable to determine how a call is connected; retrieves data corresponding to the customer using the information pertaining to the call;
determines features enabled for the customer based on the information pertaining to the call; selects a device associated with the customer to receive a notification of the call based on the retrieved data; provides the notification to the selected device; receives a response to the notification from the customer; and instructs the service control point to connect the call based on the response; and a processor that runs the program.
79. A computer-readable medium containing instructions for performing a method for managing a call, the method comprising:
receiving, from a service control point, information pertaining to a call to a customer, the service control point being operable to determine how a call is connected;
sending a notification of the call to a device associated with the customer;
receiving a response to the notification from the customer; and instructing the service control point to connect the call based on the response.
80. The computer-readable medium of claim 79, wherein a switch intercepts the call.
81. The computer-readable medium of claim 80, wherein the switch intercepts the call upon encountering a trigger.
82. The computer-readable medium of claim 80, wherein the service control point sends an announcement to the switch.
83. The computer-readable medium of claim 82, wherein the announcement is played for a calling party as long as the service control point is waiting for a response.
84. The computer-readable medium of claim 79, wherein the information pertaining to the call comprises at least one of call state data, a call intercept indicator,a voice mail indicator, time zone data, user-ID,-called number data, calling name data, calling number data, and calling party number presentation information.
85. The computer-readable medium of claim 79, the method further comprising:
retrieving data corresponding to the customer using the information pertaining to the call; and determining features that are enabled for the customer based on the information pertaining to the call.
86. The computer-readable medium of claim 79, the sending comprising:
retrieving data corresponding to the customer using the information pertaining to the call;
selecting a device associated with the customer to receive the notification based on the data corresponding to the customer; and providing the notification to the selected device for display on the selected device.
87. The computer-readable medium of claim 85, the sending comprising:
selecting a device associated with the customer to receive the notification based on the retrieved data; and providing the notification to the selected device for display on the selected device.
88. The computer-readable medium of claim 87, wherein the retrieved data comprises an indication of an access point that the customer is using.
89. The computer-readable medium of claim 87, wherein the retrieved data comprises at least one of an indication of an access point that the customer is using, a call block list, a list of forwarding devices, a list of forwarding numbers, voice mail preferences, and a list of recordings.
90. The computer-readable medium of claim 87,the retrieving comprising:
determining a customer identification using called number data; and finding an indication of an access point being used by the customer, utilizing the customer identification.
91. The computer-readable medium of claim 79, wherein the notification comprises a plurality of customer-selectable call disposition options.
92. The computer-readable medium of claim 91, wherein the notification comprises an indication of a calling number and a called number.
93. The computer-readable medium of claim 91, wherein the notification is displayed on the device associated with the customer.
94. The computer-readable medium of claim 91, wherein the call disposition options comprise at least one of sending a call to voice mail, forwarding a call to another device, performing a call screening operation, accepting a call, playing an announcement, placing a call on hold, scheduling a call back operation, performing an automatic call back operation, performing a call block operation, and initiating a conference call.
95. The computer-readable medium of claim 84, wherein the notification comprises a plurality of customer-selectable call disposition options limited by the features determined to be enabled.
96. The computer-readable medium of claim 79, the instructing comprising:
sending the service control point response information indicative of a response to the notification from the customer.
97. The computer-readable medium of claim 96, wherein the response information includes at least one of call disposition information, forwarding number information, nature of forwarding number information, carrier access code, announcement type, and ring cadence.
98. The computer-readable medium of claim 97, wherein the call disposition information comprises an indication of at least one of sending a call to voice mail, forwarding a call to another device, performing a call screening operation, accepting a call, playing an announcement, placing a call on hold, scheduling a call back operation, performing an automatic call back operation, performing a call block operation, and initiating a conference call.
99. The computer-readable medium of claim 79, the instructing comprising:
instructing the service control point to forward the call to another device based on the response to the notification.
100. The computer-readable medium of claim 99, wherein the call is forwarded to another device having a phone number entered by the customer.
101. The computer-readable medium of claim 99, wherein the call is forwarded to another device having a phone number selected from a list by the customer.
102. A computer-readable medium containing instructions for performing a method for managing a call in real-time based on input from a user, the method comprising:
receiving information pertaining to a call to the user;

sending a notification of the call to a first device associated with the user;
receiving a response to the notification from the user; and forwarding the call to a second device based on the response, wherein the user provides a telephone number for the second device.
103. The computer-readable medium of claim 102, the sending comprising:
retrieving data corresponding to the user using the information pertaining to the call;
selecting a device associated with the-user to receive the notification based on the data corresponding to the user; and providing the notification to the selected device for display on the selected device.
104. A computer-readable medium containing instructions for performing a method for managing a call in real-time based on input from a user, the method comprising:
receiving information pertaining to a call to a user;
retrieving data corresponding to the user using the information pertaining to the call;
selecting a device associated with the user to receive a notification of the call based on the retrieved data corresponding to the user;
providing the notification to the selected device for display on the selected device;
receiving a response to the notification from the user; and initiating a call screening process based on the response.
105. A computer-readable medium containing instructions for performing a method for managing a call, the method comprising:

receiving, from a service control point, information pertaining to a call to a customer, the service control point being operable to determine how a call is connected;
retrieving data corresponding to the customer using the information pertaining to the call;
determining features enabled for the customer based on the information pertaining to the call;
selecting a device associated with the customer to receive a notification of the call based on the retrieved data;
providing the notification to the selected device;
receiving a response to the notification from the customer; and instructing the service control point to connect the call based on the response.
106. A method for managing a call, comprising:
receiving notification of a call to a customer at a device associated with the customer, wherein the device is determined based on retrieved data corresponding to the customer, and the retrieved data was retrieved using information pertaining to the call;
receiving input from the customer indicative of a response to the notification; and sending, to a server, response information reflective of the response to the notification, wherein the server instructs a service control point to connect the call based on the response to the notification.
107. A device for use in managing a call in real-time based on input from a user, comprising:
a memory having a program that: receives notification of a call to the user at the device, wherein the device is one of a plurality of devices associated with the user, the device is determined based on retrieved data corresponding to the user, and the retrieved data was retrieved using information pertaining to the call; receives input from the customer indicative of a response to the notification; and sends response information to a server reflective of the response to the notification, wherein the server instructs a service control point to connect the call based on the response to the notification;
a user interface that displays the notification; and a processor that runs the program.
108. A method for managing a call, comprising:
sending, to a service center, information pertaining to a call to a customer, wherein the service center: retrieves data corresponding to the customer using the information pertaining to the call; sends a notification of the call to a device associated with the customer, wherein the device is determined based on the retrieved data, and the device is one of a plurality of devices associated with the customer; and provides response information reflective of a response to the notification from the customer;
receiving the response information from the service center; and connecting the call based on the response information.
109. An apparatus for managing a call, comprising:
means for sending, to a service center, information pertaining to a call to a customer, wherein the service center: retrieves data corresponding to the customer using the information pertaining to the call; sends a notification of the call to a device associated with the customer, wherein the device is determined based on the retrieved data, and the device is one of a plurality of devices associated with the customer; and provides response information reflective of a response to the notification from the customer;

means for receiving the response information from the service center;
and means for connecting the call based on the response information.
110. A system for managing a call, comprising:
a voice network including a service control point operable to determine how a call is connected;
a data network;
a plurality of devices associated with a user;
a service center operable to: receive information pertaining to a call to the user from the service control point; retrieve data corresponding to the user using the information pertaining to the call; send a notification of the call to a device associated with the user via the data network, wherein the device is determined based on the retrieved data and is one of the plurality of devices associated with the user; and instruct the service control point to connect the call based on a response to the notification from the user by providing the service control point with response information reflective of the response, wherein the service control point receives the response information from the service center and connects the call based on the response information.
111. An apparatus for managing a call, comprising:
a first server operable to receive, from a service control point, information pertaining to a call to a customer, the service control point being operable to determine how a call is connected; and a second server operable to send a notification of the call to a device associated with the customer, wherein the first server receives a response to the notification from the customer and instructs the service control point to connect the call based on the response.
112. An apparatus for managing a call, comprising:
a first server operable to receive, from a service control point, information pertaining to a call to a customer, the service control point being operable to determine how a call is connected; and a second server operable to retrieve data corresponding to the customer using the information pertaining to the call and send a notification of the call to a device associated with the customer, wherein the device is determined based on the retrieved data, wherein the first server receives a response to the notification from the customer and instructs the service control point to connect the call based on the response.
113. An apparatus for managing a call, comprising:
a first server operable to receive, from a service control point, information pertaining to a call to a customer, the service control point being operable to determine how a call is connected; and a second server operable to retrieve data corresponding to the customer using the information pertaining to the call, determine features enabled for the customer based on the information pertaining to the call, select a device associated with the customer to receive a notification of the call based on the retrieved data, and provide the notification to the selected device, wherein the first server receives a response to the notification from the customer and instructs the service control point to connect the call based on the response.
CA2507127A 2002-11-25 2003-11-25 Methods and systems for call management with user intervention Expired - Fee Related CA2507127C (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
CA2774362A CA2774362C (en) 2002-11-25 2003-11-25 Methods and systems for call management with user intervention

Applications Claiming Priority (5)

Application Number Priority Date Filing Date Title
US42870402P 2002-11-25 2002-11-25
US60/428,704 2002-11-25
US43601802P 2002-12-26 2002-12-26
US60/436,018 2002-12-26
PCT/US2003/037647 WO2004049614A2 (en) 2002-11-25 2003-11-25 Methods and systems for call management with user intervention

Related Child Applications (1)

Application Number Title Priority Date Filing Date
CA2774362A Division CA2774362C (en) 2002-11-25 2003-11-25 Methods and systems for call management with user intervention

Publications (2)

Publication Number Publication Date
CA2507127A1 true CA2507127A1 (en) 2004-06-10
CA2507127C CA2507127C (en) 2012-06-26

Family

ID=46397700

Family Applications (1)

Application Number Title Priority Date Filing Date
CA2507127A Expired - Fee Related CA2507127C (en) 2002-11-25 2003-11-25 Methods and systems for call management with user intervention

Country Status (5)

Country Link
EP (1) EP1568194A4 (en)
JP (1) JP2006507768A (en)
AU (1) AU2003291178A1 (en)
CA (1) CA2507127C (en)
WO (1) WO2004049614A2 (en)

Families Citing this family (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP4619256B2 (en) * 2005-09-30 2011-01-26 株式会社日本総合研究所 Call adjustment support system, call adjustment support method, and call adjustment support program for causing computer to execute the method
US20080259918A1 (en) * 2007-04-19 2008-10-23 Craig Elliott Walker Method and apparatus for managing telephone calls
CN106817395B (en) * 2015-12-02 2020-08-07 南京中兴新软件有限责任公司 Call intervention method, device and system

Family Cites Families (16)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6041103A (en) * 1996-04-16 2000-03-21 Lucent Technologies, Inc. Interactive call identification
US6005870A (en) * 1996-08-12 1999-12-21 At&T Corp. Method for called party control of telecommunications network services
FI103845B1 (en) * 1996-11-14 1999-09-30 Nokia Telecommunications Oy Call setup via intelligent network
JPH10240656A (en) * 1997-02-25 1998-09-11 Fujitsu Ltd Incoming call control system
JP4484277B2 (en) * 1998-09-25 2010-06-16 株式会社日立製作所 Service control device and gateway device
US6522734B1 (en) * 1998-12-31 2003-02-18 Mci Worldcom, Inc. Transaction billing for special service telephone numbers
US6532285B1 (en) * 1999-04-14 2003-03-11 Bellsouth Intellectual Property Corporation Method and system for providing multiple services per trigger
US6560329B1 (en) * 1999-04-29 2003-05-06 Teloquent Communications Corporation Automated call routing system
US6574324B1 (en) * 1999-11-24 2003-06-03 Bellsouth Intellectual Property Corporation System and method for long distance automatic call-back
US6459780B1 (en) * 2000-02-15 2002-10-01 Verizon Services Corp. Methods and apparatus for providing a called party call disposition options in real time
US6718026B1 (en) * 2000-06-30 2004-04-06 Verizon Network Services, Inc. Call forwarding methods and apparatus
JP2002064864A (en) * 2000-08-16 2002-02-28 Sony Corp Method of communicating state of mobile terminal
JP2002064855A (en) * 2000-08-23 2002-02-28 Casio Comput Co Ltd Base station, information distributing method and recording medium
JP2002247148A (en) * 2001-02-18 2002-08-30 Tanabe Junzo Communication controller with phone incoming notice function and notice method
US6668049B1 (en) * 2001-12-19 2003-12-23 Bellsouth Intellectual Property Corporation Systems and methods for intelligent third-party redirection of an incoming call via a display-based communication center
CA2507093A1 (en) * 2002-11-25 2004-06-10 Telesector Resources Group, Inc. Methods and systems for preemptive rejection of calls

Also Published As

Publication number Publication date
CA2507127C (en) 2012-06-26
EP1568194A2 (en) 2005-08-31
WO2004049614A2 (en) 2004-06-10
AU2003291178A1 (en) 2004-06-18
JP2006507768A (en) 2006-03-02
WO2004049614A3 (en) 2004-08-26
AU2003291178A8 (en) 2004-06-18
EP1568194A4 (en) 2013-01-23

Similar Documents

Publication Publication Date Title
US6711254B2 (en) Telephone-receiving call center system
US7260205B1 (en) Call waiting using external notification and presence detection
US6671370B1 (en) Method and apparatus enabling a calling telephone handset to choose a ringing indication(s) to be played and/or shown at a receiving telephone handset
US7283807B2 (en) Method and telecommunication system for indicating the receipt of a data message
US7218709B2 (en) Intelligent voicemail message waiting system and method
KR100990869B1 (en) User-selectable status indication for cellular communications devices
US7167546B2 (en) Provision of voice mail messaging indicator and voice mail access services via common instant communications clients
AU668366B2 (en) Method and apparatus for automatic telephone scheduling system
US6999577B2 (en) Multi-user call waiting
KR101192534B1 (en) Playing one or more videos at one or more mobile phones while one or more phone calls associated with the one or more mobile phones are on hold
US10135975B2 (en) Call holding management
WO1998048558A1 (en) Computer telephony integrated network
CN102149057A (en) Desktop mobile information provider
JP2010141930A (en) Integration of computer and telephone
US7130392B2 (en) System for providing commercial advertising to a telephone user
US8032118B1 (en) Visual voicemail when mobile device is out of data coverage
CA2507127A1 (en) Methods and systems for call management with user intervention
US7130386B2 (en) System for providing commercial advertising to a telephone user on hold
JP3792022B2 (en) Sender display system, exchange for the same, telephone line management center, and program storage medium
JP4408260B2 (en) Customer support support method and customer support support system
US20050195956A1 (en) Method and apparatus concerning toll free numbers
JP4962866B2 (en) Communication terminal device and program
CN101933309A (en) A method and apparatus for providing a prompt information to a user in a communication system
KR100641152B1 (en) A apparatus and a method and a mobile system of operating ring back tone signal with music
KR20040069354A (en) Remote access of call information and messages using wireless device connected to wireless network

Legal Events

Date Code Title Description
EEER Examination request
MKLA Lapsed

Effective date: 20161125

MKLA Lapsed

Effective date: 20161125