GB2522783A - Telephony system - Google Patents

Abstract

The update controller 60 comprises a phone interface 64 for receiving updates from a telephone station 5 in the telephone system, an update manager 62 arranged to process updates, a switch interface 68 for interfacing with a telephony switch 30, and an event interface 66 for interfacing with an event bus 50, the update manager is arranged to direct updates relating to call processing to the telephony switch via the switch interface, and to direct other updates to the event bus via the event interface. This can allow updates to be processed in an organised manner throughout the entire telephony system, while ensuring that updates concerned with call processing are handled as quickly as possible by virtue of the direct connection between the update controller 60 and the switch (PBX) 30. Less time critical updates can be notified via the event bus and then distributed to the appropriate parts of the system. Embodiments relate to a telephone network apparatus comprising a database node, the node is arranged to receive updates of user details of users of an organisations telephone system.

Description

TELEPHONY SYSTEM

The present invention relates generally to telephony systems, and in particular to techniques for facilitating updates and sending targeted communications within telephony systems.

Telephone networks comprising multiple telephone stations often require updates. These updates could be a result of a new employee, a change or role of an employee or an employee moving to a new location (e.g. office). In such systems each employee has a telephone station, typically a desk set, which is identified within the network domain as associated with a particular user. For example, telephone desk set 1111' is associated with a user Peter Smith. With known systems those changes would require the intervention of someone who is technically skilled in accessing the system control and effecting the required changes. Therefore, this requires both someone who is able to perform the system update and for that person to have the time resource to do so. If such a person is already occupied with ongoing work, then there may be a delay in being able to have the updates made. In organisations where changes in personnel are frequent, performing the required updates in a timely fashion can be problematic.

If any updates are not effected sooner rather than later, it may be difficult to contact a particular user, which may have several negative consequences in relation to the smooth and efficient operation of the organisation.

It would therefore be desirable to be able to effect updates without the need for the intervention of a technically trained operative. It would also be desirable for updates to be processed in an organised manner, in particular where the update may involve various parties. Furthermore, it would be desirable to ensure that updates which affect call processing are made as quickly as possible.

We have devised telephone network equipment to significantly facilitate telephone system network updates and provide various other advantages.

According to a first aspect of the present invention there is provided an update controller for managing updates of an organisation's telephone system, the update controller comprising: an interface arranged to receive updates from a telephone station in the telephone system; an update manager arranged to process updates; a switch interface for interfacing with a telephony switch; and an event interface for interfacing with an event bus, wherein the update manager is arranged to direct updates relating to call processing to the telephony switch via the switch interface, and to direct other updates to the event bus via the event interface.

The present invention may provide the advantage that, by arranging the update manager to direct updates relating to call processing to the telephony switch via the switch interface, and to direct other updates to the event bus via the event interface, updates can be processed in an organised manner throughout the entire telephony system, while ensuring that updates concerned with call processing are handled as quickly as possible.

An update may be any type of change resulting from an interaction between a user and the system, or between two or more system components. For example, an update may be a change to the configuration of a system component, or information regarding an event which has taken place, or a change in user details, or any other type of change.

On receipt of an update, the telephony switch may action the update and may then notify success back to the update controller. In response, the update controller may post the update on the event bus, to enable other parts of the system to be made aware of the update. Thus the update manager may be arranged to receive confirmation of an update from the telephony switch and, in response, to direct an update to the event bus.

The update manager may also be arranged to receive updates from the event bus, and to direct updates to a telephone station via the phone interface. This can allow the telephone station to be updated when user details are updated by another part of the system.

Preferably the update controller is operated by a party external of the organisation. For example, the update controller may be operated by telephony service provider which provides telephony services to the organisation.

According to another aspect of the invention there is provided a telephony system comprising an update controller in any of the forms described above, and an event bus arranged to transfer updates within the telephony system. The event bus is preferably a logical bus which transfers event occurrences from sources to subscribers. This can allow event receivers to be decoupled from event senders, thus simplifying communication between different parts of the telephony system.

The event bus is preferably able to transfer updates between multiple parties.

Thus for example multiple parties may subscribe to particular events on the event bus, and some or all of those parties may also be sources for events.

The provision of an event bus as described above can facilitate expansion of the telephony system. For example, new system components which need to be kept updated with events can be added by providing a connection to the event bus.

This can allow new system components to be added without having to modify other parts of the system.

The telephony system may further comprise a telephony switch for processing calls. For example, the telephony switch may direct calls from a public switched telephone network (PSTN) to a telephone station in the telephone system, and vice versa. Preferably the telephony switch is a private branch exchange (PBX), for example a private branch exchange serving the organisation.

The organisation's telephone system may be provided as a service by a party external of the organisation. For example, the organisation may be a company, and the external party may be a telephony service provider which provides telephony services to the company. In this case the telephony switch may be operated by the external service provider. Other parts of the telephony system, such as the update controller and/or the event bus may also be operated by the external service provider. This may allow the organisation's telephone system to be managed externally, thus avoiding or reducing the need for technically trained operatives within the organisation itself.

Where the telephone system is provided as a service by an external party, it may be desirable for the external service provider to operate a system for managing its interactions with users of the telephone system. For example, the external service provider may operate a customer relationship management (CRM) system, which may use technology to help organize, automate and synchronise customer service and technical support for users of the telephone system. Such a system may comprise a database which stores user details, in order to allow targeted services and support to be provided to individual users or groups of users.

Thus the telephony system may further comprise telephone network apparatus (such as a CRM system) arranged to receive updates of user details of users of the organisation's telephone system, the apparatus comprising a database to store the user details, wherein the database is arranged to be accessible by a party which is external of the organisation.

Preferably the telephone network apparatus comprises an event interface for interfacing with the event bus.

In the arrangement described above, it may be desirable for the external service provider to send targeted communications to particular users or groups or users.

For example, it may be desirable to send a communication to a user or group of users based on the way in which their telephone stations have been used, and/or other user characteristics. As an example, where a user appears to be using a phone feature for the first time, or appears to be having trouble with a particular feature, it may be desirable to offer the user a tutorial concerning that feature. It may also be desirable to send different communications to different users in dependence on their role within the organisation.

Thus the telephony system may further comprise a communications controller, the communications controller comprising a communications distributer arranged to receive user details criteria, to compare the received user details criteria to stored user details, and to send communications to a user having user details which match the user details criteria.

By providing a communications controller in combination with an event bus as described above, the communications controller can maintain an up-to-date database of relevant user details without requiring a direct connection with other parts of the system, thus allowing targeting communications to be sent to users as appropriate.

Preferably the communications controller comprises a usage tracker which stores usage information, and the communications distributor is arranged to query the usage tracker to identify users to whom a communication should be sent.

Preferably the communications controller comprises an event interface for interfacing with the event bus.

According to another aspect of the present invention there is provided a telephone network apparatus which is arranged to receive updates of user details of users of an organisation's telephone system, and the apparatus comprising a database to store the user details, and the database arranged to be accessible by a party which is external of the organisation, and the apparatus arranged to send control and data signals to a telephony switch.

By a party external of the organisation' we include a party which would not generally be considered as part of the organisation. For example, the organisation may be a company, and the external party may be a telephony service provider which provides telephony services to the company.

According to another aspect of the invention there is provided a telephone system comprising a telephone station, such as a telephone desk set, and a network node, wherein the station is configured to enable a user to request that an update of user details is effected, including the identity of the user of the desk set, and on input to the station of such a request by the user, the desk set is configured to output an update request signal, the node is arranged to receive said request and forward the request to an administrator, on receipt of a signal from the administrator indicative of approval of the request, the node arranged to send an approval signal to the desk set to allow the processor of said desk set to implement the update.

This advantageously allows a user in a simple step, with the approval of an administrator, to effect an update without the need for the intervention of a technically trained operative. No specialist technical training is required by the system administrator.

The node may be arranged to issue an output to any stations or nodes of the network to effect data synchronisation of the update over the network.

Another aspect of the invention relates to a telephone network, comprising the telephone network apparatus described above.

The apparatus may comprise one or more features described in the detailed

description and/or shown in the drawings.

According to another aspect of the present invention there is provided a method of managing updates of an organisation's telephone system, the method comprising: receiving updates from a telephone station in the telephone system; directing updates relating to call processing to a telephony switch via a switch interface, and directing other updates to an event bus via an event interface.

Preferably the method is carried out by a party external to the organisation.

In the arrangements described above, parts such as the update controller, the event bus, the telephony switch, the telephone network apparatus and the communications controller may be implemented, for instance, as software modules running on one or more processors and/or as hardware components as appropriate. The processor(s) may be physically located at the party which is external of the organisation, or elsewhere such as in the cloud.

According to another aspect of the invention there is provided a computer program, or a computer readable storage medium comprising program code, which, when executed on a processor, causes the processor to implement an update manager, an event bus, a telephony switch, a telephone network apparatus and/or a communications controller in any of the forms described above, or to carry out a method as described above.

Features of one aspect of the invention may be provided with any other aspect.

Apparatus features may be provided with the method aspect and vice versa.

Preferred features of the present invention will now be described, purely by way of example, with reference to the accompanying drawings, in which: Figure 1 shows a telephone network; Figure 2 is a flow diagram showing various steps effected by the network of Figure 1 to effect an update; Figure 3 is a flow diagram showing various steps effected by the network of Figure 1 to push a communication to a one or more identified recipients; Figure 4 shows parts of a telephony system in another embodiment of the present invention; Figure 5 shows schematically parts of a telephone station; and Figure 6 is a flow diagram showing part of a process for handling updates.

System overview With reference to Figure 1 there is shown a network of a telephony system 1, the network comprising various components and nodes, including a hub 7 which serves multiple telephone stations 5 of an organisation 10, a customer relationship manager (CRM) database 2, a telephony switch 3 and a control processor 8. As will be described below, the GRM 2 and the processor 8, serve to enable quick and simple updates stemming from user details of users associated with particular telephone desk sets 5. The system also advantageously enables tailored communications to be sent to only those users to whom the communications are most relevant or appropriate. The CRM database 2 stores details of the users of the telephone desk sets 5. These details, which could be termed users' profiles, include: User name Job Title Department Office location Email address Details of calls made by and to each user System updates One type of update event would be the change of user of a particular desk sets.

The desk set 5 would, before any update is effected, likely display the name of the current end user, and moreover, the organisation would retain a look-up table of user names versus an identifier for that station. Therefore, changes to at least the look-up table and the data stored on the desk set need to be changed.

The desk set may guide the user through the following menu-driven steps on the user interface of the desk set: a. SETTINGS b. CHANGE PHONE OWNER c. CHANGE Considering each step in turn, the (new) user selects the SETTINGS option from the user interface of the desk set. The user then selects the option to CHANGE PHONE OWNER. The user is then prompted to enter the new profile details; in this example this would be the named user of the desk set, and any associated details. The desk set would then prompt the user to confirm that the details entered are correct and that the updated details are to be sent for approval by an administrator by selecting the CHANGE button. The desk set would be pre-configured with a stored address identifier, for example that of another desk set (of the administrator) and/or an email address of an administrator. Thus, when the user confirms that it wishes for the update request to be sent, the desk set outputs a message which includes the details of the update and this message is directed to the stored address of the administrator. The administrator may be another desk set user within the telephone system of the organisation, and so the & message could either be sent directly to the desk set, or could be sent as an email message to the email address of the administrator. In the latter case, a gateway (not illustrated) may be provided connected to the telephone network.

on receipt and approval of the request for the update, a signal, together with the associated data and identifier, is sent to the hub 7 of the telephone system. The hub 7 is configured to recognise the message relating to approval of an update request, and on so recognising, is configured to send the updated user details to the CIRM database 2, over a network 6 and via the telephony switch 3. On receipt of the updated details by the CIRM, the CRM looks up the current exiting user details for the desk set. The CRM then replaces the existing details to the extent that they have been updated. On completion of update of the database, the CRM then issues a signal to the telephony switch 3, so that any required update to data stored in the switch can be made. Once effected, the telephony switch then causes a signal to be sent, via the network infrastructure 6 to the hub 7. The hub recognises the signal as being indicative of an instruction to effect the update. The hub 7 then updates its own database of system user details, and outputs a signal to the, or those, desk sets affected by the change to implement changes required to the data stored in those desk sets.

The telephony switch 3 comprises a data processor and a database. The database may, for example, store rules as to how a received external call where the called party resides in the organisation 10, is to be directed. For example, the organisation may publicise a contact telephone number for the sales department.

On receipt of the call to this number, the switch 3 is operative to direct that call to a particular desk set 5, since the stored data in the switch 3 associates the called number with one (or more) desk set identifiers. Similarly, the switch 3 may store details of hunting lists to call a sequence of pre-identified desk sets in a particular order. For example, on calling the marketing department from an external line the switch 3 would recognise that this is associated with a line hunting list, and so would be operative to cause pro-defined desk sets to be called in sequence such that if a first desk set when called did not answer (either rings out or not within a certain period of time), the call would then be pushed to the next identified desk set on the list and so on until a user of one of the contacted desk sets answers.

The settings, such as line hunting rules, can conveniently be controlled remotely by an administrator, or by an individual with the permission to do so. This may be done by way of a computer connected to the hub 7, or possibly by way of a desk set of a user authorised to make such changes. The hub 7 would relay the control signals to the telephony switch.

In the example shown, all of the CF1M 2, the data processor 8 and the telephony switch 3 are off-site from the organisation's premises 10. The CRM 2 and the processor 8 need not necessarily be at the same physical location as the telephony switch. The CRM 2 comprises a respective interface for communication with each of the telephone system, the control node 8 and the telephony switch 3.

Figure 2 shows a flow diagram showing the various steps, 101 to 106, of the updating procedure.

Accordingly, the system described above advantageously allows extremely convenient and straightforward updating of changes in user details, without the need for a technician with the required training and experience to do so, thus ensuring that the user details updates are quickly implemented.

Targeted communications As will now be described, access to the CRM node is made available to a party external of the organisation. For example, this party could be the party which provides the use of the CRM node and the telephony switch as a service to the organisation 10. Connected to the CRM node there is provided a processor 8 which is controlled by the external party. The processor 8 is configured to be able to query the database in relation to user details criteria. For example, a query for the identifiers of all members of the sales department would search the field in the database and to locate those users which are indicated as being members of that department. The external party is then able to suitably direct a communication only to those users for whom it is relevant. An example of such a communication would be details of new service offerings by the external party.

As is now described, such communications would be sent directly to the desk sets of the relevant users.

Continuing the example, on retrieving the identifiers of the relevant users, the control processor 8 then causes the communication (or a link to the communication) to be stored in association with the identified recipients. Each of the telephone stations 5 is configured to periodically check for stored communications. This is done by each station 5 sending a request signal to the CRM 2, via the hub 7 and the network 12. The CRM then determines whether there is a communication stored against the received identifier. If there is, the CRM pushes the communication to the respective telephone station via the network 12 and the hub 7. A copy of the communication is then presented to the users directly on their desk set.

The phone station displays an overview of communications received to the user on a rotating basis and allows users to view full details of an individual communication. Each communication may comprise text, images, audio, video, or a combination thereof. In this way communication can be tailored for particular groups of the organisation's users and sent only to those users, this providing an enhanced way to disseminate information. Those users for whom the communication is of little or no relevance will not be sent the communication.

This allows the external party, typically envisaged as the service provider, to better focus its communications directly to the individuals concerned. This channel of communication is beneficial not only to promote new or enhanced service offerings, but can also be used to inform relevant users of current service status.

Figure 3 shows a flow diagram of the various steps, 201 to 206, for sending messages to a selected cohort using access to the CRM node 2.

The CIRM may be arranged to store usage details, such as when each user has made or received a call, and the details of the called/calling party which is external of the organisation.

As can be seen from the description above, the telephone network apparatus provides dual functionality of being able to conveniently make updates for changes in configuration of a telephone system of an organisation, and additionally provide a service provider to send communications only to those users to whom the communications are relevant.

It should be appreciated that nodes of telephone systems which store user details would typically be accessible only to the administrators or authorised personnel of that organisation, typically from the organisation's premises. The node would itself usually be located in the organisation's premises, accessible for example by way of one or more computer terminals. However, in relation to the embodiment above, by providing access to the stored user details to both the organisation and to a party external of the organisation, a shared data resource is advantageously made available to both parties, and not solely for the benefit and use of the organisation.

Event handling Figure 4 shows parts of a telephony system in another embodiment of the present invention. Referring to Figure 4, an organisation's telephone system 12 comprises a hub 7 which serves multiple telephone stations 5 within the organisation, in a similar way to that described above with reference to Figure 1.

Each telephone station may be a telephone desk set, or any other type of telephone equipment such as a handheld telephone. A telephony switch 30 provides connections between the hub 7 and the public switched telephone network (PSTN) 20. In some embodiments the hub 7 is split into multiple hubs; in other embodiments the hub is omitted and an interface to other system components is provided in each of the telephone stations.

The telephony switch 30 includes a phone call controller 32, and a database 34 which stores details of users of the telephone system together with rules as to how calls are to be directed. The telephony switch in this embodiment is a private branch exchange (PBX), and is provided by an external party as a service to the organisation 10.

The system of Figure 4 also includes customer relationship management (CRM) system 40. CRM system 40 is provided to manage interactions between the telephony system provider (i.e. the provider of the FBX 30) and users of the telephony system. The CRM system 40 comprises a workflow manager 42, and a customer relationship database 44. The workflow manager 42 manages interactions with the users of the telephone system, while the customer relationship database 44 stores data about the users, such as the users' profiles described above. A person within the telephony system provider's organisation accesses the CRM system 40 via a user interface 48. This can allow the telephony system provider to respond to user needs and to provide services which meet user requirements.

It will be appreciated that the phone user database 34 stores data which affects how phone calls will be directed by phone call controller 32. On the other hand, customer relationship database 44 stores more extensive data about the users and how they have used their telephone stations, in order to help the provider of the telephone system to manage relationships with its customers.

Referring still to Figure 4, the telephone system of this embodiment includes an event bus 50. The event bus 50 is a logical bus which is used to transfer event occurrences from sources to subscribers. The event bus is connected to the PBX and the CRM system 40 via respective event APIs (application programming interfaces) 36, 46. Thus, if an event occurs in one part of the telephony system (an event source), the event bus is notified of this event, and transfers details of the event to all other parts of the system which are subscribed to this type of event (the event subscribers). This arrangement can allow knowledge of events to be passed around the system in a managed way without interfering with other operations of the system.

The provision of an event bus as described above can allow new system components to be added simply by providing a connection to the event bus via an appropriate event API. This can allow new system components to be added and kept up to date without requiring reconfiguration of the whole system. Thus this arrangement can facilitate expansion of the telephony system to include new systems and functions.

In addition to the parts described above, the arrangement of Figure 4 also includes an update controller 60. The update controller 60 is provided to enable quick and simple updates of details of users of the telephone stations 5. The update controller 60 comprises an update manager 62, which executes a process in order to manage the updating of user details. The update manager 62 is connected to the hub 7 via a phone API 64. The update manager is also connected to the event bus 50 via event API 66, and to telephony switch 30 via PBXAPI68.

In the present embodiment an update may be any type of change in the system resulting from an interaction between a user and the system, or between two or more system components. For example, an update may consist of any the following: * a configuration change to the PBX * a data change to the PBX that fires a workf low * a local configuration change to the handset * a communication being sent to the handset from the communications distributer * a user interacting with a communication * a user action on a phone (e.g. making a phone call, adding a contact, looking up a number) * an event from a third party which is not pictured on Figure 4 (e.g. the user changing their forwarding via a mobile app, or a new listener being added to the event bus) * any other type of event in which some aspect of the system changes.

Figure 5 shows schematically parts of a telephone station 5. Referring to Figure 5, the telephone station includes user phone cache 80, administration settings 82, user settings 84, phone call module 86, display 88, and usage mapper 90. The user phone cache is a memory storage area which stores data which has been downloaded to the phone. Administration settings 82 is an area in memory which stores settings which can be changed by an administration of the telephony system. User settings 84 is an area in memory which stores user details which can be updated by a user of the system. Phone call module 86 is used to process incoming and outgoing telephonic data. Usage mapper 90 is used to keep a record of the way in which the telephone station has been used.

In operation, an event which takes place on the telephone station 5 may require an update to be made to another part of the system, such as the PPX 30 and the CRM system 40. Examples of such updates are a change in the administration settings 82, a change in the user settings 84, or information about a phone call which has been received or placed by the telephone station. When an update event takes place, an update notification is sent from the user's telephone station via the hub 7 and the phone API 64 to the update manager 62. The update manager 62 then processes the update notification to determine the type of update, and the appropriate action to be taken.

In the present embodiment, the update manager 62 distinguishes between two types of update, namely: 1. an update which affects how calls are to be processed (i.e. an update which will change the operation of the phone call controller 32), and 2. an update does not affect how calls are to be processed.

If the update manager 62 determines that the update affects how calls are to be processed, then the update is signalled directly to the PBX 30 via the PBX API 68. An example of this type of update is a change of user of a particular telephone station 5, or a change in the rules concerning where calls are to be directed. The update is then received by the phone call controller 32, which updates the user details in the database 34. Once the change has been made, the phone call controller 32 notifies success back to the update manager 62 via PBXAPI68.

On receipt of a signal indicating a successful update, the update manager 62 then posts information about the update on the event bus 30 via event API 66.

Other parts of the telephony system, such as CRM system 40, are then able to update their own databases by subscribing to the appropriate events on the event bus. If the update was not successful, then this is notified back to the telephone station which originated the update request.

If, on the other hand, the update manager 62 determines that the update does not affect how calls are to be processed, then the update manager 62 places details of the update on the event bus 50 via event API 66. An example of this type of update is change in email address or job title of the user. The CRM system 40 subscribes to events of this type via event API 46. When such an event is detected, the workf low manager 42 updates the database 44 with the new user details. Certain events may also be notified to the PBX 30 via event API 36.

Figure 6 is a flow diagram showing how the update manager 62 handles updates originating from a telephone station 5.

An advantage of the arrangement described above is that updates which affect call processing can be handled almost instantaneously by virtue of the direct connection between the update controller 60 and the PBX 30. This may help to ensure that calls are directed correctly, and may facilitate, for example, the handover of calls from one phone to another while maintaining the call connection. However, less time critical updates can be notified via the event bus and then distributed to the appropriate parts of the system. This may include information about how a user is using their system, or other information about the user which does not affect how phone calls are directed.

Updates may also originate from other parts of the telephony system, such as PBX 30 and CRM apparatus 40. In this case, the updates are notified to the event bus 50 via respective event APIs 36, 46. The update manager 62 monitors updates on the event bus 50 via event API 66. When it detects updates which are relevant for a particular telephone station 5, it sends the update to that telephone station. The telephone station can they update itself, for example, by changing the relevant settings.

Referring back to Figure 4, the telephony system of this embodiment includes a communications controller 70 for sending targeted communications to the telephone stations 5. The communications controller 70 of Figure 4 corresponds to the control processor 8 described above with reference to Figure 1.

Referring to Figure 4, the communications processor 70 comprises usage tracker 72, communications distributer 74, and event API 76. The usage tracker 72 keeps a record of how users have used their telephone stations, as well as storing other information about the users such as the user details described above. This is done by monitoring updates on the event bus via event API 76.

The communications distributor 74 stores communications, or links to communications, in memory, and arranges for them to be sent to the appropriate telephone stations 5.

In operation, the communications distributor 74 receives user details criteria indicating criteria based on which communications should be sent to the telephone stations. The user details criteria may be received from a user interface 78, or from the CRM apparatus 40, or elsewhere. The communications distributor 74 is configured to query the usage tracker 72 in relation to the user details criteria. In this way the communications distributor 74 is able to identify those users for whom the communication is relevant. The communications distributer 74 then sends the communication to the appropriate telephone station(s), where it is displayed on the display 88. In this embodiment the communication is sent via the Internet or other network, and bypasses the PBX.

The communication may either be pushed directly to the user's telephone station, or sent in response to a request signal from the telephone station.

Referring to back to Figure 5, the telephone station 5 includes a usage mapper 90. The usage mapper 90 is configured to monitor the way in which the phone is used, and keep a record of the usage. Either at regular intervals, or in response to a particular event, a usage update is sent from the usage mapper 90 to the event bus 50 via the update controller 60. This update is received by the usage tracker 72 via event API 76, and is used to update the information stored by the usage tracker 72. Other parts of the system, such as CRM system 40, may also receive the usage update from the event bus 50, and update their records accordingly.

The arrangement described above can allow targeted communications to be sent to particular users or groups of users. For example, if a particular user appears to be using a phone feature for the first time, or appears to be having trouble using a particular feature, an offer to view a tutorial concerning that feature can be sent to the user.

Thus it will be appreciated that the telephony system described above is able to conveniently make updates for changes in the configuration of the organisation's telephone system. Furthermore, the updating mechanism described can facilitate the sending by a service provider of communications only to those users to whom the communications are relevant.

It will be appreciated that, in the embodiments described above, the organisation's telephone system 10 would typically be provided on the organisation's premises, while the other parts of the telephony system, such as the PBX 30, CIRM system 40, event bus 50, update controller 60 and communications controller 70 would be located externally of the organisation.

Typically these other parts are operated or controlled by an external service provider. Parts such as the CRM system 40, event bus 50, and communications controller 70 may be used with the telephone systems of multiple organisations.

This can allow, for example, statistical analysis to be used to improve products and services.

Preferred embodiments of the invention have been described above by way of example only, and various modifications will be apparent to the skilled person within the scope of the appended claims.

Claims (31)

1. CLAIMS1. An update controller for managing updates of an organisation's telephone system, the update controller comprising: a phone interface for receiving updates from a telephone station in the telephone system; an update manager arranged to process updates; a switch interface for interfacing with a telephony switch; and an event interface for interfacing with an event bus, wherein the update manager is arranged to direct updates relating to call processing to the telephony switch via the switch interface, and to direct other updates to the event bus via the event interface.
2. 2. An update controller according to claim 1, wherein the update manager is arranged to receive confirmation of an update from the telephony switch and, in response, to direct an update to the event bus.
3. 3. An update controller according to claim 1 or 2, wherein the update manager is arranged to receive updates from the event bus, and to direct updates to a telephone station via the phone interface.
4. 4. An update controller according to any of the preceding claims, wherein the update controller is operated by a party external of the organisation.
5. 5. A telephony system comprising an update controller according to any of the preceding claims, and an event bus arranged to transfer updates within the telephony system.
6. 6. A telephony system according to claim 5, further comprising a telephony switch for processing calls.
7. 7. A telephony system according to claim 6, wherein the telephony switch is a private branch exchange.
8. 8. A telephony system according to claim 6 or 7, wherein the telephony switch is operated by a party external of the organisation.
9. 9. A telephony system according to any of claims 5 to 8, further comprising telephone network apparatus arranged to receive updates of user details of users of the organisation's telephone system, the apparatus comprising a database to store the user details, wherein the database is arranged to be accessible by a party which is external of the organisation.
10. 10. A telephony system according to claim 9, wherein the telephone network apparatus comprises an event interface for interfacing with the event bus.
11. 11. A telephony system according to any of claims 5 to 10, further comprising a communications controller, the communications controller comprising a communications distributer arranged to receive user details criteria, to compare the received user details criteria to stored user details, and to send communications to a user having user details which match the user details criteria.
12. 12. A telephony system according to claim 11, wherein the communications controller comprises a usage tracker which stores usage information, and the communications distributer is arranged to query the usage tracker to identify users to whom a communication should be sent.
13. 13. A telephony system according to claim 11 or 12, wherein the communications controller comprises an event interface for interfacing with the event bus.
14. 14. A telephone network apparatus comprising a database node, the node is arranged to receive updates of user details of users of an organisation's telephone system, and the apparatus comprising a database to store the user details, and the database of the node arranged to be accessible by a party which is external of the organisation, and the apparatus arranged to send control and data signals to a telephony switch in response to a received user details update from the telephone system.
15. 15. A telephony system according to claim 9 or 10, or an apparatus according to claim 14, wherein the apparatus comprises an interface arranged to be connected to the organisation's telephone system and an interface arranged to be connected to a control node of the external party.
16. 16. A telephony system or apparatus as claimed in claim 15 in which the apparatus is configured to be queried by the control node, so as to identify a group of users of a particular type or category corresponding to query criteria, and to make the identifiers of those users identified available for use in sending a communication to said users.
17. 17. A telephony system or apparatus as claimed in claim 16 in which the apparatus is arranged to store a record of users determined as prospective recipients of the communication.
18. 18. A telephony system or apparatus as claimed in claim 17 in which the apparatus is configured to receive a communication query signal from the telephone system of the organisation to query whether there is a communication ready to be sent to one or more of the users of the telephone system.
19. 19. A telephony system or apparatus as claimed in claim 18 in which the apparatus is configured to receive a communication query signal in relation to one or more specified telephone stations.
20. 20. A telephony system or apparatus as claimed in any of claims 15 to 19, in which the apparatus is configured to send the communication to the telephone system of the organisation bypassing the telephony switch.
21. 21. A telephony system according to claim 9 or 10, or an apparatus according to any of claims 14 to 20, in which the apparatus is arranged to receive a signal from the organisation's telephone system requesting an update of the users details, to update the database to effect the update, and to issue a signal to the telephony switch to be received by the telephone system indicative of the apparatus having effected the update.
22. 22. A telephony system or apparatus as claimed in claim 17, in which the signal issued by the apparatus causes any required updates in a memory of the telephony switch to be updated accordingly.
23. 23. A telephony system according to claim 9 or 10, or an apparatus according to any of claims 14 to 22, which is arranged to store identifiers of the users of the organisation's telephone system.
24. 24. A telephony system according to claim 9 or 10, or an apparatus according to any of claims 14 to 23, in which the apparatus is arranged to be located externally of the organisation's premises.
25. 25. A telephony system according to claim 9 or 10, or an apparatus according to any of claims 14 to 23, comprising a telephony switch, the telephony switch arranged to communicate with the database node, and the telephony switch arranged to direct signals from the database node to the telephone system, and to switch received calls made externally of the telephone system to the telephone system.
26. 26. A telephony system according to claim 9 or 10, or an apparatus according to any of claims 14 to 23, in which the users' details comprise at least one of the following: user names, user identifiers, email address and role or position within the organisation.
27. 27. A telephony system according to claim 9 or 10, or an apparatus according to any of claims 14 to 26, which comprises a first interface for communication with the telephony switch and a second interface for communication with a communications network to the telephone system which bypasses the telephony switch.
28. 28. A method of managing updates of an organisation's telephone system, the method comprising: receiving updates from a telephone station in the telephone system; directing updates relating to call processing to a telephony switch via a switch interface, and directing other updates to an event bus via an event interface.
29. 29. A method according to claim 28, carried out by a party external to the organisation.
30. 30. A telephony system substantially as herein described, with reference to and as illustrated in the accompanying drawings.
31. 31. A method of operating a telephony system substantially as described herein with reference to the accompanying drawings.