GB2498309A - Processing telephone calls - Google Patents

Processing telephone calls Download PDF

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Publication number
GB2498309A
GB2498309A GB1307255.8A GB201307255A GB2498309A GB 2498309 A GB2498309 A GB 2498309A GB 201307255 A GB201307255 A GB 201307255A GB 2498309 A GB2498309 A GB 2498309A
Authority
GB
United Kingdom
Prior art keywords
availability
status change
call
calling party
alerting service
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
GB1307255.8A
Other versions
GB2498309B (en
GB201307255D0 (en
Inventor
Chris Mairs
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.)
Metaswitch Networks Ltd
Original Assignee
Metaswitch Networks Ltd
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 Metaswitch Networks Ltd filed Critical Metaswitch Networks Ltd
Priority to GB1713992.4A priority Critical patent/GB2553920B/en
Publication of GB201307255D0 publication Critical patent/GB201307255D0/en
Publication of GB2498309A publication Critical patent/GB2498309A/en
Application granted granted Critical
Publication of GB2498309B publication Critical patent/GB2498309B/en
Active legal-status Critical Current
Anticipated expiration legal-status Critical

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/424—Arrangements for automatic redialling
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/50—Network services
    • H04L67/54—Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
    • 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
    • H04M3/42365—Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
    • 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
    • H04M3/42365—Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
    • H04M3/42374—Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity where the information is provided to a monitoring entity such as a potential calling party or a call processing server
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/16—Communication-related supplementary services, e.g. call-transfer or call-hold
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/10—Aspects of automatic or semi-automatic exchanges related to the purpose or context of the telephonic communication
    • H04M2203/1008—Calls without connection establishment for implicit information transfer or as a service trigger

Landscapes

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

Abstract

A method of indicating availability in a telecommunications network, the method comprising: initiating an availability alerting service in response to a trigger associated with non-completion of an initial call from a calling party to a called party, the availability alerting service providing the calling party with availability alert information to solicit a follow-up call from the calling party when the called party has a given availability state after the initial call, wherein the availability alerting service is responsive to a plurality of different availability states relating to the called party, and wherein the availability alerting service detects a first availability status change relating to the called party after initiation of the availability alerting service and transmits a first availability update message to the calling party to solicit the follow-up call on the basis of the detected first availability status change, and detects a second availability status change, subsequent to the first availability status change, and transmits a second availability update message to the calling party to at least inhibit the follow-up call on the basis of the detected first availability status change.
GB1307255.8A 2010-09-22 2011-09-22 Processing telephone calls Active GB2498309B (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
GB1713992.4A GB2553920B (en) 2010-09-22 2011-09-22 Processing telephone calls

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
GBGB1015954.9A GB201015954D0 (en) 2010-09-22 2010-09-22 Processing telephone calls
PCT/GB2011/001382 WO2012038702A2 (en) 2010-09-22 2011-09-22 Processing telephone calls

Publications (3)

Publication Number Publication Date
GB201307255D0 GB201307255D0 (en) 2013-05-29
GB2498309A true GB2498309A (en) 2013-07-10
GB2498309B GB2498309B (en) 2017-12-13

Family

ID=43086755

Family Applications (3)

Application Number Title Priority Date Filing Date
GBGB1015954.9A Ceased GB201015954D0 (en) 2010-09-22 2010-09-22 Processing telephone calls
GB1713992.4A Active GB2553920B (en) 2010-09-22 2011-09-22 Processing telephone calls
GB1307255.8A Active GB2498309B (en) 2010-09-22 2011-09-22 Processing telephone calls

Family Applications Before (2)

Application Number Title Priority Date Filing Date
GBGB1015954.9A Ceased GB201015954D0 (en) 2010-09-22 2010-09-22 Processing telephone calls
GB1713992.4A Active GB2553920B (en) 2010-09-22 2011-09-22 Processing telephone calls

Country Status (3)

Country Link
US (1) US9160856B2 (en)
GB (3) GB201015954D0 (en)
WO (1) WO2012038702A2 (en)

Families Citing this family (10)

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US9077785B2 (en) * 2013-02-07 2015-07-07 Qualcomm Incorporated Originator mobile device assisted voice call technology selection
US9351133B2 (en) * 2013-08-21 2016-05-24 David William Offen Systems and methods for managing incoming calls
CN105049648B (en) * 2015-06-30 2019-03-12 百度在线网络技术（北京）有限公司 Call back method, callback platform and communication company server
WO2017026604A1 (en) * 2015-08-10 2017-02-16 Lg Electronics Inc. Mobile terminal and method for controlling the same
GB201616310D0 (en) 2016-09-26 2016-11-09 Microsoft Technology Licensing Llc Communication System
US10547743B2 (en) 2016-09-30 2020-01-28 T-Mobile Usa, Inc. Sending notifications based on a busy mode of operation of a mobile device
US10194025B2 (en) * 2016-09-30 2019-01-29 T-Mobile Usa, Inc. Sending notifications based on an active mode of operation of a mobile device
GB201617091D0 (en) * 2016-10-07 2016-11-23 Microsoft Technology Licensing Llc Communication system
CN109688282B (en) * 2019-03-01 2021-05-18 中国联合网络通信集团有限公司 Call processing method, device, server and storage medium
US11310357B2 (en) * 2020-07-09 2022-04-19 Toyota Motor North America, Inc. Transport-to-transport communication network

Citations (2)

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GB2318950A (en) * 1996-10-30 1998-05-06 Nec Corp Portable telephone system with out of range notification
US20050043022A1 (en) * 1999-06-18 2005-02-24 Tal, Reuven, Dr. Method and system for notifying a caller that a cellular phone destination is available

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US5311574A (en) 1991-10-23 1994-05-10 At&T Bell Laboratories Automatic customer call back for automatic call distribution systems
US6411805B1 (en) * 1997-06-05 2002-06-25 Mci Communications Corporation System and method for a network-based call continuation service
JP3522118B2 (en) * 1998-08-05 2004-04-26 富士通株式会社 Gateway device for Internet telephone
US6975720B1 (en) * 2000-03-13 2005-12-13 Intel Corporation Method of processing an inbound call in a call center
US6724885B1 (en) * 2000-03-31 2004-04-20 Lucent Technologies Inc. Automatic call distribution center with queue position restoration for call-back customers
US6850615B1 (en) 2001-06-14 2005-02-01 Cisco Technology, Inc. Method and system for providing information to an external user regarding the availability of an agent
US6879683B1 (en) 2001-06-28 2005-04-12 Bellsouth Intellectual Property Corp. System and method for providing a call back option for callers to a call center
US7050568B2 (en) * 2001-08-17 2006-05-23 Michael Wayne Brown Hold queue management
JP2003143301A (en) 2001-10-31 2003-05-16 Mitsubishi Denki Information Technology Corp System and method for receiving callback
US7076043B2 (en) * 2002-05-01 2006-07-11 Sun Microsystems, Inc. System and method of using presence information to delay dialing phone calls initiated by a caller to a callee
US7941762B1 (en) * 2003-02-14 2011-05-10 Shoretel, Inc. Display of real time information for selected possibilities
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US20040235462A1 (en) 2003-05-23 2004-11-25 Lasken Richard D. Notification of calling party when mobile called party becomes available
GB2403621A (en) 2003-06-30 2005-01-05 Inquam Notifying a caller of a user's availability following a missed call
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Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB2318950A (en) * 1996-10-30 1998-05-06 Nec Corp Portable telephone system with out of range notification
US20050043022A1 (en) * 1999-06-18 2005-02-24 Tal, Reuven, Dr. Method and system for notifying a caller that a cellular phone destination is available

Also Published As

Publication number Publication date
GB201015954D0 (en) 2010-11-03
US20130216039A1 (en) 2013-08-22
GB201713992D0 (en) 2017-10-18
WO2012038702A3 (en) 2012-07-26
WO2012038702A9 (en) 2012-09-13
GB2553920B (en) 2018-05-23
GB2498309B (en) 2017-12-13
US9160856B2 (en) 2015-10-13
GB2553920A (en) 2018-03-21
WO2012038702A2 (en) 2012-03-29
GB201307255D0 (en) 2013-05-29

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