CA2551861A1 - Call control system and method - Google Patents

Abstract

A call manager receives an incoming call and from this may generate a subsidiary call signal, which it directs to a first call reception component. For example, the call manager may direct the call to a messaging system. If the call manager receives an intercept signal from the caller, it may redirect the subsidiary call signal to another call reception component, for example to another recipient.

Description

CALL CONTROL SYSTEM AND METHOD
FIELD OF TI-IE INVEN~'ION
The present invention relates generally to the field of telecommunications and more specifically to a system and method to permit management and control of telephony calls that may be directed to or received by multiple components or devices.
BACKGROUND OF THE INVENTION
Most organizations today utilize some sort of voice mail or voice messaging system to allow a caller to leave a message if the intended recipient is not available. The call typically arrives at a private branch exchange (I'BX) of the organization and is directed or switched to the appropriate party manually by a receptionist, or automatically by tf~e PI3X
through commands entered through the telephone touch tone keypad. If the called party does not answer the telephone call, the call is forwarded to a voice messaging system which allows the caller to enter further commands and leave a voice message in a voice mailbox assigned to the recipient. Messages left for called parties within an organization can be retrieved by calling the voice messaging system using a telephone and entering appropriate commands through a touch tone keypad. Retrieved messages can be played, forwarded or deleted. An example of a voice messaging system of this nature is the VoiceMemo I10 sold by Centigram Communications Corporation of San ,lose, California.
In addition to voice messaging systems, many organizations also use electronic mail messaging systems and facsimile messaging systems. While typically these additional messaging systems operate separately, attempts have been made to interconnect all messaging systems together. The current trend is to simplify the connection of these various messaging systems to allow users access to all types of communications on ce a connection to the enterprise is made. For example, U.S. Patent No. 5.349,036 to lrribarren discloses a system and method for voice mail systems and interactive voice response (IVRj systems.
'The Irribarren system includes a voice message system and a text message system integrated via a network which coordinates the functions of each individual message system. A user may access messages stored in the voice message system and in the text message system via a single telephone call.

Furthermore, the traditional telephone network is not the only way to facilitate voice communications. Advancements are being made in the area of providing voice communications over computer networks to allow people to talk using their computer network infrastructure. This has led to the connection of telephones and telephony switching devices to computer°s and computer networks.
However, there are drawbacks to the design of traditional voice messaging systems.
fI'raditional voice messaging systems act as adjuncts to the PBX, in that calls coming to the PBX that are not answered by the recipient are forwarded to the voice messaging system.
over an analogue or digital line/trunk. With the transfer of the call, the management and control of the call is also transferred to voice messaging system. This causes a number of problems. The voice messaging system does not have switching functions and is typically limited to capabilities for recording or retrieving voice messages only. As a result of this prior art design. the caller is frequently trapped within the messaging system. Furthermore, once the call is in control of the voice messaging system. there is nothing that the recipient can do to interrupt the message to retrieve the call. In addition, the options of the caller are limited once the call is in the hands ofthe voice messaging system. For example, once bounced to the voice messaging system, the caller cannot initiate the procedures to camp on the recipient's line. initiate a callback, or have the call transferred to another alternate live person instead.
There is a need in the art for a system and method of call management and control that does not require the call to be transferred to a separate or adjunct system that limits call features.
SUMMARY OF'I'HE INVEN'I'lON
The present invention is directed to a system and method where the management and control of the call does not require the call to be transferred or forwarded away From the initial person, but maintains call management and control with a call manager in a manner which is effiicient and flexible, while allowing the traditional functions of voice messaging to be performed. The present invention also provides for splitting, channeling, parallel and continued processing of a call so that multiple individuals or devices can be notified and act on the call.

According to one aspect of the present invention there is provided a method of controlling calls comprising the steps of receiving incoming call signals from a caller by an intcrruptible call manager, generating one or more subsidiary call signals from said incoming call signals, while said interruptible call manager is receiving and maintaining control over said incoming call signals. said interruptible call manager directing said one or more subsidiary call signals to a first group of one or more call reception components, wherein said first group includes at least one adjunct call reception component, while said interruptible call manager is maintaining control over said directing, at least said at least one adjunct call reception component from said tirst group answering, receiving, and having control over handling the received subsidiary call signals, during said handling step, said interruptible call manager receiving an interrupt signal from another call reception component, and in response to said interrupt signal, said interruptible call manager redirecting said subsidiary call signals away from said at least one adjunct call reception component to a second group of one or' more call reception components.
According to another aspect of the invention there is provided a system for directing calls comprising one or more call reception components. said one or more call reception components including at least one adjunct call reception component. and an interruptible call manager coupled to a caller and said call reception components. wherein said interruptible call manager receives incoming call signals from said caller, generates one or more subsidiary call signals from said incoming call signals, and while receiving and maintaining control over said InCOmlng call signals directs one or more of said subsidiary call signals to a first group of said call reception components, and wherein after at least one adjunct call reception component in said first group has answered and assumed control over said one or more of said subsidiary call signals, said interruptible call manager redirects said subsidiary call signals responsive to an interrupt signal received from another one of said call reception components while said intcrruptible call manager is maintaining control over said incoming call signals and directing one or more of said subsidiary call signals to said first group, away ti~om said at least one adjunct call reception component to a second of said one or more call reception components.

3a BRIEF DESCRIPTION OF THE DRAWINGS
An embodiment of the present invention will now be described more fully with reference to the accompanying drawings in which:
F figure I is a diagrammatic overview of a call system of the present invention;
Figure 2 is a diagrammatic representation of components within the call system of Figure 1; and Figure 3 is a diagrammatic representation illustrating an interaction between processing elements of the components of F figure 2.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMEN~f Turning to Figure l, a diagrammatic overview of a preferred embodiment of a call environment 100 of the present invention is shown. The environment 100 is typically employed within a business unit, department or organization. The environment includes call reception components for receiving calls as well as a call manager for managing and controlling calls as is described in further detail below. The call reception and call management components may be embodied in numerous devices which can be used to generate, receive, store and communicate messages of various types, which may include voice, email, and facsimile connnunications.
In a simplest embodiment, the present invention may consist of a single interruptible call manager operating as a software process in memory of a processor based call manager device, which is coupled to one or more call reception devices.
In a more complex embodiment of Figure 1, environment 100 contains numerous telephones 102 as call reception devices which may be connected to a phone hub 104.
Optionally telephones 102 may be connected through computer 106. The phone hub may be a Private Branch Exchange (PBX), such as is well known in the art. In this embodiment, the phone hub 104 acts as a call management device. The phone hub may include a messaging system or be coupled to a messaging system. Telephone may be any standard analog or digital telephone as is well known in the art.
When connected to computer 106, telephone 102 may be attached by I1SB port, RS232 connection or any other appropriate means known in the art. In the example of Figure 1, computer 106 may also have play/record/D'I~MF capabilities. DTMF is the acronym for the well-known Dual Tone Modulation Frequency, which are the tones generated by standard push button telephones. A device with play/record/DTMF capabilities can record messages, play messages and perlorm messaging Functions in response to commands entered through a touch tone telephone keypad. Alternatively, each computer 106 may have telephone functions integrated or embodied within it (not shown) that act as call reception and/or call management devices.
Environment 100 may optionally include a communications server 108, a messaging server 110, and data stored in a database 112. Environment 100 may also optionally include a gateway 1 14 connected to a Public Switched Telephone Network or Wide Area Network (PSTN/WAN) 116. The gateway 114 facilitates communications with the outside world. and may optionally include connections to the Internet.
Phone hub 104, computer 106, communications server 108, messaging server- 110, database 1 12 and gateway 114 may optionally be interconnected by a Local Area Network (LAN) 118 or some other means as is well known in the art.
Phone hub 104 controls stand-alone analogue or digital phones and may also have hlay/record DTMF capability. Optionally communication server 108 may be used to route calls and provide secure means for running communication (PBX) saltware. Calls may be voice data or some configuration thereof. Calls may be internal to the organization, or optionally may originate or terminate remotely using gateway 114. l~he invention operates on calls regardless of whether they originate within the organization, or externally.
Gateway 114 may be used to service incoming and outgoing trunks for calls from the WAN utilizing voice over Internet protocols or operate using conventional means for connection to the PSTN in a well-known manner. The messaging server 110 handles the process of storing and retrieving of messages utilizing database 112 as the storage facility, although these functions tray be integrated with the phone hub I 04. Database 112 may be used for storing the voice mail, electronic mail and facsimile messages. While computer 106, phone hub 104, communication server 108, messaging server 110, database 112 and gateway 114 have been shown as separate devices, one or more of their functions may be integrated or combined into a single device. The phone hub 104 running in a preferred enlbOdllllellt is a PBX SLICK aS is Well knOwtl 111 the aI't Slleh aS 1S SX-2000 'c~Vatlable Irolll Mitel Corporation. Computer 106 is a personal computer running a suitable commercially available operating system as is well known in the art. C.'ommunications server 108 may be any appropriate processor based server running server software such as is well known in the art. Likewise, messaging server 1 10 may be one of any appropriate processor based server as is well known in the art. Database 1 12 may be any commercially available database such as Oracle~t from Oracle Corporation. Gateway 114 may be of any one of any suitable products as available in the art. LAN 1 18 may run any well-known f) commercially available local network, and using any suitable networking protocol, such as Ethernet.
Turning to Figure 2, a conceph~al view of the telephony call management and control is shown. When a call originates there may be a number of telephones 208, computers 210 or other devices (not shown) to which the call may be routed.
Call reception components are any elements that can receive an incoming call and optionally respond back to the caller. Call reception components may include traditional devices such as a telephone, but also more advanced devices, controllers, software processes or systems including DSP components, voice messaging systems, lax messaging systems and electronic mail messaging systems. ~hhe present invention is not limited to any particular type of call reception component. Call manager 202 is responsible for coordinating activities related to the delivery of a call. When a call originates from outside the organization, such as from remote telephone 201 through WAN/PSTN 206, the call manager 202 receives the incoming call signals and generates subsidiary signals to direct the call to various call reception components, which may include a telephone 208. a DSP
component 210, computer 212, computer 212 with telephone 214 or messaging system component 216. DSP component 210 is a digital signal processing component, such as is well known in the art, that processes signals such as sound, video, and other analog signals which have been converted to digital form. It is used to decode modulated signals from modems, to process sound, video, and images.
Call manager 202 may also perform some status checks on the status of various call reception components and route the call accordingly. In a preferred embodiment, call manager 202 is implemented as a software process or module stored in RAM, ROM
or disk memory on a processor within connnunications server 108. although it may alternatively be embodied as a software process or module stored on IZAM, ROM
or disk memory within any processor based call management device. For example, computer 106, phone hub 104 private branch exchange, communications server 108 or messaging server 1 10 of Figure 1 could act as a call management device. Call manager 202 is capable of maintaining two way communications with each ohthe call reception components as well as maintaining constant connnunications and receiving call signals regarding the incoming call throughout the communication. An important feature of call manager 202 is that it continues to manage and maintains control of the call throughout the duration of the call.
This allows for centralized management and clear responsibility for control of the call and maintenance of a uniform interface to a caller among devices that may themselves have non-uniform interfaces. 'l~he call manager 202 maintains control of the call, while generating subsidiary signals from the incoming call for splitting, channeling, duplicating or directing the call to one or more of the call reception components. This may be done simultaneously. Optionally, when the needs, circumstances or when interrupt signals sent Ii"om the caller or recipient indicate. the call manager 202 may direct the subsidiary call signals to call reception components serially or successively in a hunting fashion. The subsidiary call signals can be the incoming call itself and may include control signals to the call reception component on how to process or present the call or on what to do or how to handle the call. While each of the call reception components receives a subsidiary call signal, and may perform functions on the call, all such functions arc done under the direction and control of the call manager 202. The features of the call manager 202 can be generalized in that the call manager 202 can redirect a call from one group of call reception components to another. There may be one or more call reception components in a group, and call reception components may be members of more than one group.
Furthermore, call manager 202 is addressable and interruptible, such that it can receive messages, signals and commands from the call reception components or li"om the incoming caller to change the status or redirect the call at any time during the communication. This change of status could include any typical call status changes including that the call reception component will receive the call, the call reception component is busy or not to be disturbed, or prOVldlllg fOI" the CaIlCellllg, SCI"eelllllg Or I'CdlreCtlllg Of the Call.
The Illterl'uptlble Call manager 202 allows for features and capabilities to be provided which are not available in prior art designs. For example, the call manager 202 may, after ringing a certain telephone 208 that goes unanswered, then direct the call to another telephone as instructed by the caller. Optionally, the call manager 202 may direct the call for the automated recordal of a message. The call manager 202 would instruct a messaging system 216 to play a pre-recorded outgoing message. then direct DSP component 210 to decipher commands entered 1i'onl the caller's touch tone phone keypad. With the call manager still in control of the call. the caller could instruct the call manager, through the DSP
component 210, to route tile call 1o another destination or recipient. Thus, the caller is not trapped within the messaging system and is free to connect to other users without having to hang up atnd make another call. As an alternative, the caller from an appropriate call reception device, such as a telephone, could signal commands to change the status to camp on the call, rather than leave a message. Since the call manager 202 is interruptible, this could be done at any tulle dUrltlg th a Call, eVCn dtlrlng nICSSage 1'eC01'dal. I11 anOtllel' eXa111p1C, the Call 111anagCr 202, after a call goes unanswered at telephone 208, direct the messaging system 21 G to record a message ti'om the caller, while at the same time, split, duplicate and direct the subsidiary call signal output from the caller to both the messaging system 216 for recordal and to the speaker of the called telephone 208. This allows a recipient to perform call screening of the incoming call. If a recipient, listening to the message, determines that the Call iS UI'gellt, th a reClplCllt play plCk up tile Call at tClCphOtle 20g, SCIldlng all lllterl'Llpt signal to the call manager 202. which could then connect the call and cancel the message.
'f'his splitting and duplicating by the call manager could be simply and easily performed for 1111)' IlUlllbet' Of Call I'eCeptloll C0111pOnellts WhlCh COUId CaIISC
CaCh t0 perfol'ln a dlffel'ellt Junction on the call.
Figure 3 is a further illustration of a preferred embodiment of the present invention where processing elements are implemented as agents. While agents arc used for the purposes of the illustration in Figure 3, it can be appreciated by a person skilled in the art that the invention may be adapted or implemented without the use of agents using other obvious alternate embodiments without deviating from the sphere and scope of the 111VCIltl011.
Figure 3 shows a seducnce of events between agents w°hen an incoming trunk call is directed to a particular directory number. The circles represent software agents, which IIlay bC Illlplelllellted as software processes written in any appropriate computer language running on a 1)roccssing device. A general system using agents has been described in the publications "Toward A TaXOnomy of Multi-Agent Systems', Int. ,I. Man-Machine Studies (1993), 39, 689-704, Academic Press L,imitcd, and "An Intelligent Agent Framework for Enterprise Integration: by ,leff Y.C. Pan and Jay M. Tenenbaum, Transactions on Systems, Man and Cybernetics. (Vol. 21, No. 6, Novcmber/Decembcr, 1991, pages 1391-1407. An example of a communication system using agents has also been described in U.S.
Patent No. 5,638,494. Each of the software agents could be implemented using Object Linking and Embedding (OhE) Component Object Model (COM) objects. Both OLE and COM
were developed by Microsoft0 and are described at the Interact site www.microsoft.com/oledev/olecom/aboutole. html."' The directory number agent 302 is responsible for all software relating to the origination or termination of a call for a particular directory number. The directory number agent is coupled or embedded in the call manager 202 of Figure 2. The phone agent 304 which may be coupled to or optionally embodied within call manager 202, is responsible for handling all messages directed to the phone driver 306, or receiving messages from the phone driver 306 and informing the directory number agent 302. Phone driver 306 coupled to telephone 308 and phone agent 304, which may reside in either component sends and receives signals ti-om the telephone 308 and converts them to an appropriate format for use by the phone agent 302.
It controls telephone 308. The DTMF/play/record agent 310 is responsible for performing the DTMF
detection, playing and recording timctions as directed by the directory number agent 302.
It communicates with a DSP driver 312. DSP driver 312 communicates with DSP
314.
The DSP driver 312, coupled to DfhMF/play/record agent 310 and DSI' 314 sends and receives signals from the DSP 314 and converts them into an appropriate format for use by agent 310.
The connection agent 316 preferably coupled to or embodied in call manager 202 is responsible for making connections as indicated by the directory number agent 302. These connections may be circuit switch ('fDM) based, or may involve voice over IP
streaming sottware. For 1'DM based connections, connection agent 316 interfaces with a ~l'DM
connection process 318 that is preferably implemented in sottware. The TDM
connection process 318 interfaces with TDM hardware (not shown). TDM connection process software and related hardware may be any such suitable product as is well known in the art.

Likewise, for voice over IP based connections, connection agent 316 interfaces with a streaming process 320 that is preferably implemented in software. The streaming process 320 interfaces with voice over IP hardware (not shown). Streaming process 320 software and related hardware may be any suitable con onercially available product as is well knoVVn In the art.
Communications with a messaging application is controlled by a messaging agent 322.
Messaging agent 322 which is embodied in or coupled to messaging system component 216 or call manager 202 is responsible for taking voice mail. email or other types of messages and passing them on for messaging management. Messaging system component is connected to a database 324 with typical database functions for the storage and retrieval of messages.
Trunk agent 326 which is embodied in or coupled to trunk equipment (not shown) is responsible for communications to and from trunk driver 328. Trunk driver 328 connects.
using well known hardware and software. to WAN/PS'FN 330 (or connections to the outside world. In this manner a connection can be made troth telephone 332 in the outside world to a telephone 308 within the organization. Address resolution agent 334, which is embodied in or coupled to call manager 202, is responsible fiior taking a dialed digit string and resolving it to the correct directory number agent 302. Directory numbers may represent groups as well as individuals.
The following illustrates an example of a COmI'I'1L1111CallOn from a caller outside an organization to a recipient in the organization. First a caller generated signal comes to trunk drivel- 328 indicates that a call has been initiated from a telephone 332 across WAN/I'STN
330. The trunk drivel- 328 informs the trunk agent 326 of the call by sending a message to trunk agent 32(i. The address (or digits) involved are included in this message sent. The trunk agent 326 then makes a request by sending a message to the address resolution agent 334 to identify the appropriate directory number agent 302 ti~om the plurality of directory member agents to route the call to. The address resolution agent 334 sends a responding message stating the appropriate directory particular number agent 302 responsible for that address. The trunk agent 326 then sends a message request to the particular directory number agent 302 to accept a call from the incoming trunk. 'I~he particular directory number agent 302 then looks at the status of the directory number, to see which device to use to handle the call. A table or database, or optionally the device itself, can be queried to determine its status. For- example.

the directory number may be busy., forwarded to another number or set to receive voice messages only. If the telephone 308 is busy, does not answer, or the directory number is set by the recipient to record a voice message, the main device handling the call may be a DSP 314 or a similar device. l,he DSP 314 and DSP driver 312 plays messages, record messages, and accept DTMF signals. In the event that the call is to be answered by the DSP 314, the directory number agent 302 then asks the connection agent 316 to connect the incoming call to the DSP 314. Optionally, the connection agent 316 may communicate through the directory number agent 302 to the phone agent 304 to stream the audio to the telephone 308 as well, so the recipient can hear what is going on like on au answering machine. Optionally, a message will be sent back through the directory number agent 302 to the trunk agent 326 indicating that the call has been answered. The directory number agent 302 also informs the DTMF/Play/Record agent 310 on what message to play.
'fhe directory number agent 302 can also tell the phone agent 304 that the DSP 314 is handling the call, and that it can let the recipient hear the audio. The DSP driver 312 is informed by the directory number agent 302 to perform its task. During the call, the caller on telephone 332 can input D'fMF tones, which have special meaning to the voice mail component managed by the messaging agent 322, handled by the directory number agent 302, which directs the DTMF/play/record agent 310 appropriately. When a message from the caller from telephone 332 has been recorded, the message is sent back to the directory number agent 302, who then passes it to the messaging agent 322, to store the message in the appropriate database 324 for that particular directory number. If during the message. the recipient on telephone 308 decides they want to be connected to the incoming caller, the recipient by pressing a key on the telephone 308 notifies the phone driver 306. who lets the phone agent 304 know, which in turn lets the directory number agent 302 know, which then changes the connections through the connection agent 316. fl'he DSP 314 is disconnected, and the play/record is stopped. The trunk agent 326 is informed by the connection agent 302 of the status of the call. 1'he trunk agent 326 (or another directory number agent if the call is internal), can also decide at the caller"s request, to change the call so that a campon function (queue) is performed instead, or a callback is set. In this manner, the directory number agent 302 coordinates and manages the call connection to facilitate the additional features described above.
In an alternate embodiment of the present invention, a suitable speech recognition system such as is commercially available could be used as a call reception component to allow a caller to indicate what they want done with the call, instead of using DTMF
signals. In a further embodiment, the incoming call could be over the Internet. or could be an I-L323 call, with data and video capability. I-L323 is a public standard developed by the ITU-1' (International Telecommunications Union, 'heleconnnunications Standards Sector) to allow terminals and other entities to provide multimedia communications services over packet based networks. In this alternate embodiment, the calling party with a computing device through a wide area network and gateway. could have access to a communication server, or an automated attendant on an application server that is web based that facilitates communication with a call recipient or end user, and the caller could indicate his prefierence for tampon or callback or leaving a message through this interface instead of using DTMF signal.
Although the invention has been described in terms of the preferred and several alternate embodiments described herein, those skilled in the art will appreciate other embodiments and modifications which can be made without departing from the sphere and scope of the teachings of the invention. All such modil-ications arc intended to be included within the scope of the claims appended hereto.

Claims (27)

14

1. A call manager for managing a call front a caller, comprising:
a port for interfacing call reception devices and said caller in order to direct the call to the call reception devices;
an interruptible call manager coupled to the port for receiving the call, determining its routing information, directing the call to at least one call reception component in response to said routing information and predetermined instructions, listening for interrupt signals for the duration of the call from call reception components to which the call has been directed, and redirecting the call to at least one further call reception component in response to receiving said interrupt signals; and terminating the call when end of the call is detected.

2. The call manager of claim 1, wherein the interruptible call manager is a software process within a processor based call management device.

3. The call manager of claim 2, wherein the interruptible call manager communicates with the call reception components over a digital network.

4. The call manager of claim 3, wherein said processor based call management device is one of either a computer, phone hub, private branch exchange, communications server or messaging server.

5. The call manager of claim 4, wherein said call reception components include telephones, USP components, computers, voice messaging systems, fax messaging systems, and electronic mail messaging systems.

6. The call manager of claim 5, wherein said interrupt signals include those generated from a touch tone telephone.

7. The call manager of claim 6, wherein said predetermined instructions include directing said call to call reception components of a telephone and a voice mail messaging system.

8. A method of managing a call, comprising the steps of:
receiving the call to determining its routing information;
directing the call to at least one call reception component in response to said routing information and predetermined instructions;
listening for interrupt signals for the duration of the call from call reception components for which the call has been directed, and redirecting the call to at least one call reception component in response to receiving said interrupt signals;
and terminating the call when the end of the call is detected.

9. The method of claim 8, wherein said directing and said redirecting the call are conducted either simultaneously or successively to a plurality of said call reception components.

10. The method of claim 9, wherein the interruptible call manager communicates with the call reception components over at digital network.

11. The method of claim 10, wherein said interruptible call manager and call reception components are represented by agents.

12. The method of claim 11, wherein sand interrupt signals include those generated from a touch tone telephone.

13. The method of claim 12, wherein said predetermined instructions include directing said call to call reception components of a telephone and a voice mail messaging system.

14. A method of managing a call from a caller comprising:
receiving the call;
determining routing information for the call;
directing the call to at least one call reception component of a plurality of call reception components according to said rotating information;
listening for interrupt signals over the duration of the call from the caller and said at least one call reception components, and in response to receiving an interrupt signal forwarding the call to at least one of the call reception components according to the interrupt signal; and terminating the call when the end of the call is detected.

15. The method of claim 14, wherein said directing the call is conducted simultaneously to more than one of the call reception components.

16. The method of claim 14, wherein said directing the call is conducted successively to more than one of the call reception components.

17. The method of any one of claims 14 to 16, wherein said directing and said listening are carried out by a software process operating within a processor based call management device.

18. The method of claim 17, wherein said software process and said call reception components are represented by agents.

19. The method of claim 17 or 18, wherein said processor based call management device is a computer, phone hub, private branch exchange, communications server or messaging server.

20. The method of any one of claims 14 to 19, wherein said at least one call reception component comprises at least one of a telephone, DSP component, computer, voice messaging system, fax messaging system and electronic mail messaging system.

21. The method of any one of claims 14 to 20, wherein said interrupt signal is generated from a touch tone telephone.

22. The method of claim 14, wherein the call is directed to a telephone and a voice mail messaging system.

23. The method of any one of claims 14 to 22, further comprising adding a control signal to the call for instructing said at least one call reception component on how to handle the call.

24. A call manager for managing a call from a caller, comprising:
an interface for coupling with a plurality of call reception components and with the call of the caller; and a controller coupled to the interface for managing the call:

wherein the controller receives the call; determines routing information for the call;
directs the call to at least one call reception component of a plurality of call reception components according to said routing information: listens for interrupt signals over the duration of the call from the caller and said at least one call reception components, and in response to receiving an interrupt signal, forwards the call to at least one of the call reception components according to the interrupt signal: and terminates the call when the end of the call is detected.

25. The call manager of claim 24, wherein said controller directs the call simultaneously to more than one of the call reception components.

26. The call manager of claim 24, wherein said controller directs the call successively to more than one of the call reception components.

27. The call manager of claim 24, 25 or 26, wherein said controller directs the call and listens for interrupt signals via a software process operating within a processor based call management device.