GB2324677A

GB2324677A - Remote line monitoring

Info

Publication number: GB2324677A
Application number: GB9802794A
Authority: GB
Inventors: Gordon Freedman; Debbie Pinard; Ken Henderson
Original assignee: Mitel Corp
Current assignee: Microsemi Semiconductor ULC
Priority date: 1997-04-22
Filing date: 1998-02-11
Publication date: 1998-10-28
Anticipated expiration: 2018-02-11
Also published as: GB2324677B; GB9802794D0; GB9708145D0

Abstract

A system and method for remotely monitoring the status of one or more extension phones 14 in a distributed telephone network 30. Preferably the remote monitoring station 50 has bi-direction communication capabilities 11,52 such that calls to one or more extensions can be intercepted in addition to status monitoring. Greater flexibility is provided by two separate communication channels, one for digital signals relating to call status and one for analog signals representing voice traffic.

Description

Remote Line Monitoring This invention relates to telephone systems and more particularly to a system and a method for remote line monitoring in distributed telephone systems.

Background of the Invention With the advent of the private branch exchange (PBX), many new telephone features became available to provide improved services for businesses. One of these features is line monitoring. In line monitoring, a receptionist or a secretary can observe the status of one or more lines by looking at the line indicators associated with the phone. The principal user of an extension may choose to answer an incoming call or to leave it for the secretary.

Likewise, an incoming call on a second line won't be transferred to the principle when she is on one of the other lines.

In the past and before PBXs, line monitoring was achieved by having multiple phones or a single multi-line phone provided with indicators distinguishing an "in use" state from an available state. Such an "in use" state was indicated typically by a light on a line select button.

A receptionist with a single glance could determine how many and which lines were in use. Unfortunately, such a system does not provide the receptionist with an opportunity to determine who is using each line.

This problem was addressed by having separate lines for each principal thereby allowing the receptionist to determine whose line was in use.

Under the operation of a PBX, calls can be routed to several telephones. As the switching occurs where the call is received, it is possible to route a call to several locations simultaneously and even to route several calls to a single location. Using such a PBX a receptionist can pick up any incoming call that has been made available to the receptionist's phone. Upon "picking up" a call, the actual call signal is routed to the receptionist's phone.

Prior to the receptionist's phone going off-hook, it is possible to send to the receptionist's phone a signal indicative of an incoming call or indicative of a status of other monitored lines.

Unfortunately, when a receptionist provides an off site service or works from home, it is not possible to send signals indicative of incoming calls to the phone without tying up the phone line. For example, when an incoming call arrives, a system can call the receptionist to indicate that there is an incoming call. When the receptionist is on the line, however, the status information cannot be transmitted. Otherwise, the information likely takes longer than a reasonable length of time to arrive at the receptionist, thereby preventing the receptionist from performing the expected function.

As such, a receptionist at a remote location - often termed an answering service - has very limited capabilities and can't truly function analogous to an inhouse receptionist.

In patent document US 4,682,354, Vanacore describes a feature that allows a call to be transferred after a predetermined number of rings. This allows for a remote attendant to pick up calls when the called extension is busy or unattended. Unfortunately, it does not allow for remote line monitoring to determine status of a plurality of lines. Further, current phone systems provide a rich set of features including call display. A secretary often screens calls for a principal and ensures that the principal accepts calls from certain predetermined individuals such as high-profile clients. An auto attendant feature does not provide such functionality.

In an attempt to overcome these and other limitations of the prior art, it is an object of the present invention to provide a method and system for remotely monitoring line status. The invention therefore seeks to provide a system and method for remotely monitoring the line status of one or more communication devices in a distributed telephone system such as a private branch exchange (PBX).

Summarv of the Invention Accordingly, a first aspect of the invention provides a system for the remote monitoring of the status of one or more communication devices in a distributed telephone network, the system comprising: a remote monitoring station having indicator means for displaying call status information of at least one of the communication devices in the distributed telephone network; access means connected to the distributed telephone network for acquiring call status information therefrom; and communication means between the distributed telephone network and the remote monitoring station for transferring the status information from the distributed telephone network to the remote monitoring station.

A remote operator at the remote monitoring station may then monitor the indicator means, and optionally intercept a call directed to one or more of the communication devices in the distributed telephone system.

The communication device may be a voice communication device such as a telephone or pager, and could include a video display unit or video camera so that the communication device may receive or transmit video calls.

In accordance with a preferred embodiment of the invention, the remote monitoring station has call interception means to permit an operator to selectively receive calls directed to at least one of the communication devices or telephones in the distributed telephone network. In this embodiment the communication means between the distributed telephone network and the remote monitoring station includes signal separation means whereby a data signal associated with call status information is communicated separately from a voice and/or video signal associated with the call interception means.

This may include a single communication channel involving time division multiplexing, bit-robbing or other known techniques for multiplexing the data signal and voice signals on a single line. As an alternative, two separate communication channels may be employed, one of which, preferably a digital connection, permits the use of digital terminals including computers.

In accordance with a second aspect of the invention there is provided a method for the remote monitoring of the status of one or more communication devices in a distributed telephone network, the method comprising the steps of: routing an incoming call through the distributed telephone network to a communication device; acquiring call status information from the distributed telephone network regarding the incoming call directed to said communication device; sending from the distributed telephone network to a remote location a data signal regarding the call status information; and displaying the call status on an indicator at the remote location.

Preferably, the steps of acquiring, sending and displaying the call status information are essentially simultaneous, so that the operator at the remote location may monitor calls and respond if necessary to the call status information with no undue delay. For example, if the call status indication of a communication device such as a telephone is busy, then the operator will know not to call that extension.

When the remote location has call answering means the method also includes the further step of intercepting the call and, if appropriate, introducing call features such as conference, call-on-hold, or switch to voice mail.

In the case where the remote location has call interception means for intercepting the incoming call, the method may include sending a voice signal regarding the incoming call from the distributed telephone network to the remote location, so that the call may be intercepted at the remote location. An operator may then pick up the call after a predetermined number of rings.

In one embodiment of the invention, the data and voice signals are multiplexed so that these may communicated over one communication channel, rather than, for example two channels.

According to a preferred method the status indication at the remote location is updated if and when the call is answered at the communication device or telephone extension.

Brief Description of the Drawings The invention will now be further described by way of example, with reference to the accompanying drawings, in which: Figure 1 illustrates a prior art line monitoring switchboard; Figure 2 is a block diagram of a remote monitoring system according to the present invention; Figure 3 illustrates an alternative embodiment of the remote monitoring station; and Figure 4 is a flow chart of a call-handling process using the remote monitoring station.

Figure 1 illustrates a line monitoring system according to the prior art. Telephone calls originating from the Public Switched Telephone Network (PSTN) are directed to a switching system 10 by way of a so-called "central office" (CO) line 11, also called a trunk line. A receptionist at console 13 switches or transfers the call to the appropriate extension phone 14. Associated with each extension is a monitoring means which may be in the form of a lamp or other display means as shown in relation to telephones 16, 18 or 20. The status of each line may be presented by way of a distinctive indication at the monitoring means. As shown in Figure 1 the display on telephone 16, being partially illuminated, represents an incoming call. The indicator on phone 18 is shown in complete cross-hatching to indicate full illumination representing that the extension is busy or in use. The indicator on telephone 20 is blank which indicates that the extension is on-hook or idle.

Such prior art systems have been, however, widely replaced with private branch exchange (PBX) systems. The present invention applies to such PBX systems and a particular embodiment of the invention is illustrated in Figure 2.

In this embodiment telephone calls are directed from a central office 12 of the public switching telephone network (PSTN) to a PBX 32 sited in an office environment illustrated generally at 30. The PBX 32 directs telephone calls to individual extensions 14 in accordance with the software programs installed in the PBX. As is known a call may be directed to several extensions or, indeed, any individual extension can receive call status information respecting several calls. In this way, a receptionist or secretary located within the office 30 is able to determine the status of several extensions by observing the status indicator at their terminal. Call features such as caller identification allows the secretary or receptionist to screen calls and to make determination as to whether it is likely to be of an urgent nature or whether it may be ignored.

It is frequently desirable or necessary for a receptionist or secretary to work at home or at another remote location. In such circumstances, however, the ability of the secretary or receptionist to monitor and/or pick up calls directed to one or more telephones within the distribution telephone network, such as a PBX, without the calling party being aware of the special arrangement has heretofore not been possible. The present invention provides for this service by means of a remote monitoring station 50 as shown in Figure 2. Unlike the previously discussed patent document US 4,682,354 the system of the present invention makes use of the public switched telephone network (PSTN) to provide communication.

According to the invention, call status information as generated by the PBX 32 is transferred back to the central office 12 via trunk 11 and subsequently rerouted to the remote location 50 on CO line 52. The PBX therefore includes access means connected to the distributed telephone network for acquiring the call status information. The access means associated with the PBX is able to combine, or multiplex, digital signals for call status display and analog signals for voice messaging through the communication line between the PBX and remote monitoring station, for example by packet switching.

After routing to the remote monitoring station 50 via the central office 12, the call status is processed and displayed on one or more indicators 58 on display console 56 at the remote location. Console 56 may simply be a line indicator on telephone 60 or it may be a separate adjunct serially connected between the central office 12 and the terminal 60 (for example a PC connected via a data call).

It is, of course, preferable that the secretary or receptionist located at remote station 50 be able to selectively intercept calls directed to one or more extensions 14. In this case it is necessary that line 52 be capable of carrying both digital signals associated with the call status indication and audio or voice signals relating to use of the telephone. If a single purpose channel is used the remote telephone cannot be used while the remote station is monitoring calls at office 30.

It is anticipated that communication channel 52 will comprise two separate lines, one for digital status information and the second for analog voice traffic. In a preferred embodiment the digital channel will be a higher speed link such as an ISDN. Alternatively, a single data/voice channel may be used in which case time division multiplexing or bit-robbing is necessary in order to multiplex voice and data on the single line. It is also possible to use a DSVD modem (simultaneous voice and data) Figure 3 illustrates a further variation of the remote monitoring station. In this instance the remote station 50 incorporates a computer such as a PC in place of the display console. The control functions are implemented by the receptionist using the computer 100 and the voice functions are implemented using the phone 60. The PC 100 has the additional advantage of providing extra memory and processing capability so as to permit the introduction of more sophisticated call features i.e. list incoming calls; calls-in-progress and free lines. Further information such as schedules, availability, do not disturb, call-forward, etc. may also be provided by the computer 100. The additional processing capabilities of the computer extends the potential functionality of the home office environment. By accessing the dedicated digital line it is also possible for the receptionist/secretary to send and receive written correspondence by use of modems or other high-speed links. This communication does not inherently interfere with the receptionist's ability to monitor the telephone usage and to intercept calls as required.

Figure 4 is a flow diagram for a basic remote monitoring and/or answering process. As indicated an incoming call to the PBX is directed to the extension and the alerter is activated. Simultaneously, data relating to the call is directed to the remote station where it is shown on the appropriate monitoring means. If the call is answered at the extension the display on the remote terminal is updated to indicate that the call has been answered and the remote call answer provision is disabled. If the extension is not answered and if the remote station is unable to, or is instructed not to, pick up the call it will, of course, go to voice mail or will simply continue to ring until the calling party goes on-hook. If the remote station has instructions to pick up an unanswered call the remote attendant may do so after the appropriate number of rings have been received.

The skilled person will appreciate that the invention is applicable to the case where a call is a video call, that is, a call comprising both audio and images. The term "voice signal" as used herein is therefore to be understood as including the case where the signal carrying the call includes both audio and images.

Claims

1. A system for the remote monitoring of the status of one or more communication devices in a distributed telephone network, the system comprising: a remote monitoring station having indicator means for displaying call status information of at least one of the communication devices in the distributed telephone network; access means connected to the distributed telephone network for acquiring call status information therefrom; and communication means between the distributed telephone network and the remote monitoring station for transferring the status information from the distributed telephone network to the remote monitoring station.

2. A system as claimed in Claim 1, wherein the remote monitoring station has call interception means for intercepting a call directed to at least one of the plurality of communication devices in the distributed telephone network.

3. A system as claimed in Claim 2, wherein the call interception means allows an operator to selectively receive calls directed to at least one of the communication devices in the distributed telephone network.

4. A system as claimed in Claim 2 or Claim 3, wherein the call interception means is a terminal that includes the indicator means.

5. A system as claimed in any one of Claims 2 to 4, in which the call interception means includes a telephone.

6. A system as claimed in any one of Claims 2 to 5, wherein the communication means is a communication channel for transferring both voice and data signals.

7. A system as claimed in Claim 6, wherein the access means includes multiplexing means for separating the data and voice signals and selecting means at the remote monitoring station for directing the data signal to the indicator means and the voice signal to the call interception means.

8. A system as claimed in any one of Claims 2 to 5, wherein the communication means comprises two separate communication channels.

9. A system as claimed in Claim 8, wherein one of the communication channels is an ISDN link for transferring the call status information.

10. A system as claimed in any preceding claim, wherein the indicator means is a line indicator console.

11. A system as claimed in any preceding claim, wherein the indicator means is a computer having a monitor, processing means and memory means for generating and displaying call status information.

12. A system as claimed in any preceding claim, wherein the communication device is a telephone.

13. A system as claimed in any preceding claim, wherein the remote monitoring station has call answering means.

14. A system as claimed in any preceding claim, wherein the communication device accepts video calls.

15. A system as claimed in any preceding claim, wherein the call status information includes busy signals.

16. A system as claimed in any preceding claim, wherein the call status information includes information relating to voice mail.

17. A method for the remote monitoring of the status of one or more communication devices in a distributed telephone network, the method comprising the steps of: i) routing an incoming call through the distributed telephone network to a communication device; ii) acquiring call status information from the distributed telephone network regarding the incoming call directed to said communication device; iii) sending from the distributed telephone network to a remote location a data signal regarding the call status information; and iv) displaying the call status on an indicator at the remote location.

18. A method as claimed in Claim 17, wherein steps i), ii) and iii) are essentially simultaneous.

19. A method as claimed in Claims 17 or Claim 18, wherein the communication device is a telephone, and step iv) includes displaying a busy indicator at the remote location when said telephone is in use.

20. A method as claimed in any one of Claims 17 to 19, wherein the remote location has call interception means for intercepting the incoming call, the method comprising the step after step iv) of: v) sending a voice signal regarding the incoming call from the distributed telephone network to the remote location; and vi) intercepting the call at the remote location.

21. A method as claimed in claimed in Claim 20, wherein step vi) includes picking up the call after a predetermined number of rings.

22. A method as claimed in Claim 20 or Claim 21, wherein the steps iii) and v) includes multiplexing the data and voice signals and communicating said signals over a communication channel.

23. A system for the remote monitoring of the status of one or more communication devices in a distributed telephone network, substantially as herein described, with reference to Figures 2, 3 and 4 of the accompanying drawings.

24. A method for the remote monitoring of the status of one or more communication devices in a distributed telephone network, substantially as herein described, with reference to Figures 2, 3 and 4 of the accompanying drawings.