WO1997020421A1 - Mise en garde intelligente - Google Patents

Mise en garde intelligente Download PDF

Info

Publication number
WO1997020421A1
WO1997020421A1 PCT/US1996/019059 US9619059W WO9720421A1 WO 1997020421 A1 WO1997020421 A1 WO 1997020421A1 US 9619059 W US9619059 W US 9619059W WO 9720421 A1 WO9720421 A1 WO 9720421A1
Authority
WO
WIPO (PCT)
Prior art keywords
line
control circuitry
telephone
speaker
alert
Prior art date
Application number
PCT/US1996/019059
Other languages
English (en)
Inventor
Dan Kikinis
Original Assignee
Elonex Software Solutions, Inc.
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 Elonex Software Solutions, Inc. filed Critical Elonex Software Solutions, Inc.
Publication of WO1997020421A1 publication Critical patent/WO1997020421A1/fr

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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
    • H04M3/428—Arrangements for placing incoming calls on hold
    • H04M3/4283—Call holding circuits
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/80—Telephone line holding circuits
    • 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
    • H04M3/428—Arrangements for placing incoming calls on hold
    • 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
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements

Definitions

  • the present invention is in the field of apparatus and methods associated with telephone terminals, and relates in particular to call holding systems.
  • a person placing a telephone call connects with a destination only to find that the person being called is not immediately able to respond. This is typically because the person to whom the call is placed, hereafter referred to as a recipient, is temporarily engaged in some other activity. Often, however, it is apparent that the recipient will be able to respond within a reasonable period of time. Under these circumstances, a caller often does not wish to lose the connection just made. In such cases he or she elects not to hang up, but keeps the connection open until the recipient responds. This particular situation has become more and more prevalent in this age of computers, with the advent of automatic menu answering systems. Such systems are now widely used by commercial interests to control costs in high volume call situations.
  • call-waiting menu systems Although a person doesn't physically place a call on hold, the call is technically on hold from the beginning when an automatic system answers with a recording, and remains on hold for the purposes of the present invention until answered by a real person who may assimilate information and make an intelligent response.
  • a current solution to this problem is a telephone unit with a head set.
  • a head set is a light weight and unobtrusive device that fastens securely over a person's head and contains one or more earphones and an attached microphone.
  • a telephone head set is typically connected to a telephone unit through a light weight cable or through a low-power radio transmitter and receiver.
  • An advantage of a telephone headset is that it allows a user some mobility and keeps hands free to engage in other tasks while waiting for a call recipient to respond.
  • a telephone headset is particularly useful for a receptionist, a telemarketer, a high-volume broker, and other people who conduct much of their daily activity through telephone connections.
  • a disadvantage of a telephone headset is that it is cumbersome for many occasional telephone users. For example, telephone users in the home and many business offices have day-long routines that make it impractical to continuously wear a telephone headset. What is clearly needed is an apparatus and method that permits a caller to temporarily disassociate himself or herself from a telephone unit and engage in other activity without losing the telephone connection just made. Such a method and apparatus would inform the caller when a call recipient finally responds.
  • an intelligent call holding system for a telephone unit comprising control circuitry for managing operations of the intelligent call holding system; a detector connected to the control circuitry for monitoring signals on an incoming telephone line for a call recipient response; a triggering apparatus connected to the control circuitry and operable by a user to enable and disable a hold monitoring function; and an alert apparatus connected to the control circuitry.
  • the detector enabled by a user through the triggering apparatus, monitors signals on a line on hold and signals the control circuitry to activate the alert apparatus on detection of a pre-determined characteristic on the monitored line.
  • the detector monitors the line on hold in different ways. In some instances the detector is configured to compare signals on the line on hold with stored characteristics of human voices. In others, time periods of no response are sought.
  • a triggering apparatus such as a switch, is provided for a user to enable and disable the call holding function, and various sorts of alerts are provided, such as audio alerts over a speaker and light signals. Switching the line on hold to the speaker of a handset or a speaker of a speakerphone are also used as alerts.
  • the intelligent call holding system of the present invention applied to otherwise conventional telephone terminal units, solves a long-standing problem particularly for people who often have to call businesses and others who use call holding, and who typically answer incoming calls with automatic menu systems that place all incoming calls on hold for substantial time periods.
  • callers can go about other business, and even make other calls, without fear of losing the call that was placed on hold.
  • Fig. 1 is a block diagram of a telephone unit according to a preferred embodiment of the present invention.
  • Fig. 2 is a flow diagram of the operation of an intelligent call holding feature according to a preferred embodiment of the present invention. Description of the Preferred Embodiments
  • the present invention is an intelligent call holding feature on a telephone unit which provides an apparatus and method for automatically notifying a caller when the person or entity to whom the call is placed answers after a waiting period.
  • a telephone unit as used herein is any terminal attached to a telephone communication system that, among other things, is used to transmit and receive real-time voice messages.
  • a person or entity to whom a call is placed is hereinafter referred to as a call recipient.
  • Fig. 1 is a block diagram of a telephone unit according to a preferred embodiment of the present invention.
  • the unit of Fig. 1 comprises common speakerphone elements plus elements of an intelligent call holding system according to the preferred embodiment of the present invention.
  • Control circuitry 13 provides a variety of telephone functions common to a many telephone units.
  • Control circuitry 13 also may also control special features, such as hold, redial, recall and display functions (such as a liquid crystal display for messages), and other attributes that may be unique to a particular type of telephone unit.
  • a speakerphone unit Other elements commonly found on a speakerphone unit are one or more transmission lines 11 , a hand set 15, comprising a first audio speaker 19 and a first microphone 17, a speakerphone set 21, comprising a second audio speaker 23 and second microphone 25, a touchtone keypad 27, and a liquid crystal display (LCD) 29.
  • a hand set 15 comprising a first audio speaker 19 and a first microphone 17
  • a speakerphone set 21 comprising a second audio speaker 23 and second microphone 25
  • a touchtone keypad 27 a touchtone keypad
  • the telephone unit comprises a signal detector 31, an alarm button 39, an intelligent call holding alarm set and reset switch 41 , and an intelligent call holding alarm circuit 33.
  • Intelligent call holding alarm circuit 33 comprises an alarm speaker 35 and an alarm light 37 in this particular embodiment.
  • Signal detector 31 in this embodiment is provided to discriminate between a human voice and other audio transmitted in an incoming call. Signal detector 31 ignores music, line static or hiss, synthesized voice, recorded voice messages, or any other non human audio sounds that may be carried on transmission line 11 to a telephone unit. Signal detector 31 recognizes and acts only when it detects a human voice.
  • signal detector 31 comprises an electrically erasable and programmable read-only memory (EEPROM), not shown, that stores characteristics common to, and exclusive of, human voices.
  • EEPROM electrically erasable and programmable read-only memory
  • Signal detector 31 also contains a comparator circuit that identifies transmission line 1 1 signals that match human voice characteristics contained in the EEPROM, and provides a signal to control circuitry 13 when human voice signals are detected.
  • An alarm button 39 is provided as an apparatus to operate an intelligent call holding alarm set and reset switch 41.
  • Switch 41 is a push-push type in this embodiment, although there are other ways the function of the system may be set and reset.
  • Initial depression of alarm button 39 activates an intelligent call holding feature by closing switch 41.
  • Closed switch 41 sends an alarm set signal to control circuitry 13.
  • Control circuitry 13 places the open telephone line in an intelligent hold mode.
  • the intelligent hold mode allows other lines, if there are other lines, to be used for incoming or outgoing calls.
  • the intelligent hold mode also enables signal detector 31.
  • Enabled signal detector 31 then monitors the selected line on intelligent hold for a human voice. When signal detector 31 detects a human voice, it sends a control signal to control circuitry 13, which then enables alarm circuit 33.
  • Alarm circuit 33 comprises audio circuitry that operates alarm speaker 35 and handset speaker 19 in this embodiment. Alarm circuit 33 also has power-switching circuitry to operate alarm light 37.
  • buttons 39 are depressed while the intelligent hold function is active, the intelligent hold function is disabled. Enabling and disabling the intelligent hold function is a process that may be accomplished in a number of ways familiar to those with skill in the art.
  • Fig. 2 is a flow chart illustrating operation of an intelligent call 5 holding feature according to the embodiment of Fig. 1.
  • operation is assumed to start at step 43, where a caller, using a telephone unit like the unit described above with reference to Fig. 1, places a call to a call recipient. If, at step 45, the recipient is immediately available, he or she simply o communicates with the caller at step 47.
  • the intelligent call holding feature is not needed in this case.
  • step 45 the recipient is not immediately available but will likely be in a reasonable time, the call recipient continues with whatever he or she is doing (step 51). If a caller agrees to wait until the 5 recipient is available, he or she is placed on hold status (step 53) and waits for the recipient to respond.
  • a human operator places the caller on hold to wait for the call recipient.
  • the recipient having answered the call, for example as a result of a call waiting feature, places the caller on o hold.
  • the system is a menu system, and the hold function is automatic and a foregone conclusion.
  • the caller at step 55 depresses alarm button 39, and is then free to engage in other activity (step 57) while staying in the audible and visible proximity of the 5 intelligent call hold alarm devices.
  • Depressing alarm button 39 at step 55 sends an enabling signal to control circuitry 13 at step 59 to enable signal detector 31 operation at step 61.
  • Signal detector 31 begins continuous monitoring of transmission line 1 1 and compares incoming signals with the EEPROM o standard to detect a human voice at step 63. As long as signal detector
  • the recipient ends his or her activity and speaks into his or her telephone unit at step 67.
  • Signal detector 31 then recognizes a human voice on the transmission line at step 69, and sends a signal to control circuitry 13 at step 71.
  • Control circuitry 13 then sends a signal to enable alarm circuit 33 at step 73.
  • Enabled alarm circuit 33 causes an audio signal to emanate from alarm speaker 35 and a blinking light 5 emanate from alarm light 37. Audio and light alarms at step 73 alert the caller that the recipient is responding on his or her telephone line.
  • Alarm circuit 33 also (optionally) sends an audio signal to handset microphone 17. This audio signal informs the recipient that he or she is connected to a telephone unit in an intelligent call holding waiting mode, o and gives the caller time to respond.
  • the preferred embodiment described above is an intelligent call holding feature inco ⁇ orated on a speakerphone unit.
  • Any of the many 5 types of telephone units such as a handset, headset, mobile, public pay, and private branch exchange (PBX) can be used in other embodiments of the present invention.
  • Other telephone units such as an automated telephone message center using a recorded or synthesized voice, and the like, may also use an intelligent call holding feature without departing o from the spirit and intent of the present invention.
  • the description above provides a signal detector with an EEPROM loaded with common and exclusive human voice characteristics as a standard for a comparison circuit to detect a human voice on a telephone unit's transmission line.
  • a voice detector according to the present invention may have an EEPROM loaded with any signal desired to be detected and to trigger an intelligent call holding alarm.
  • a voice detector according to the present invention may also use any type of human voice or other signal standard known in art without 5 departing from the spirit and intent of the present invention.
  • Other embodiments of signal detectors may use oscillators or tape or wire recordings tuned to a range of human voice, or any other desired signal, without departing from the spirit and intent of the present invention.
  • a signal detector according to the present invention may also use o any type of comparator circuit known in the art without departing from the spirit and intent of the present invention.
  • other embodiments may use pulse and frequency variation comparison circuits to determine if a signal has breaks and intonations similar desired characteristics, such as a human or synthesized voice or any signal 5 desired to be detected.
  • a comparator circuit may also provide a method for a user to adjust the precision of the comparison circuit. Parameters such as volume, frequency range, and intonation range, can then be adjusted to compensate for the type and level of undesired signals that may be on a telephone transmission line and improve the reliability of 0 detecting the desired signal.
  • the embodiment described above excludes recorded or synthesized voices from enabling an intelligent call hold alarm circuit 33 operation.
  • operation may be triggered by detection of recorded or synthesized voices, computer command 5 messages, bells, whistles, chimes, and the like, depending on the type of signal desired to be detected.
  • a detector may also, in some embodiments, monitor a transmission line for any sudden change in the nature of the transmission, and trigger the alarm in response. If the caller determines the alarm was triggered unnecessarily, the caller may o reset the system to continue to monitor.
  • the alarm system is not implemented specifically as shown in Fig. 1 and Fig. 2.
  • the control circuitry switches the line on hold to the speaker of the speaker phone when the detector sends a signal.
  • a caller may tend to other business than the call on hold, and when the audio is switched to the speaker, the caller may make a decision as to whether to return to the call or not. If not, the caller simply resets the intelligent call hold function to monitor the line further.
  • a caller intended for use with a phone unit having two or more lines, a caller, after placing a call which is put on hold, enables the intelligent call waiting function, then uses another line for another call. The system, detecting a human voice or other trigger on the line on hold, simply switches the first line onto the second line for a limited time, giving the caller an opportunity to leave the active call, and return to the call that was on hold.
  • the system monitors the line on hold for absence of signals, on the assumption that most state-of-the-art call holding and menu systems provide music or other audio fodder on the line to ostensibly inform, educate, or entertain the person on hold until the intended call recipient picks up the call.
  • the detector signals the control circuitry in this instance in the event of a quiet period (below a prestored decibel level) continuing for a prestored period of time. The most likely time for such a period would be after a human picks up the line, disabling the hold function on the receiving end, and articulates an opening message, such as "May I help you?".
  • the system detecting a human voice on the monitored line, after a short pause, or after detecting a quiet period on the monitored line after a human response, or simply after detecting a quiet period as above, plays a short recorded message to inform the call recipient that the calling party will be on the line shortly.
  • a short recorded message to inform the call recipient that the calling party will be on the line shortly.
  • An example of such a message "The calling party will be with you in just a moment.”
  • Set/reset button 39 may be any one of several sorts of triggering apparatus that a caller may purposely use to enable and disable the intelligent call holding feature. Such devices may include a rocker switch, toggle switch, push-pull switch, part of a telephone unit's hold button or handset latch, or a voice command recognition circuit.
  • a triggering apparatus may activate or deactivate a relay or a transistor, or a microcircuit, or any of many other switching devices known in the art.
  • the location of alarm button 39, or any suitable substitute may be anywhere convenient to the user, including positions not on a telephone unit.
  • an alert signal for a caller or recipient could be a bell, a whistle, a chime, a computer command code, or a telephone unit's incoming call alert signal, commonly referred to as a ringer.
  • Other embodiments may also send an audio alert signal or message over a speaker phone or handset to a recipient.
  • An alert signal could also be a heating, cooling, or vibrating device attached to a caller, a message on an LCD, or any single or combination of many other devices and methods known in the art.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephone Function (AREA)

Abstract

Dans une unité téléphonique, un système de mise en garde intelligent (31, 33, 35, 37, 39, 41) signale automatiquement à un correspondant appelant, en activant une fonction d'alerte (71, 73), quand une personne réelle répond (69). L'avertissement peut être un signal audio (35), une lumière (37) ou une commutation de la réponse sur la ligne en garde vers un haut-parleur, tel que le haut-parleur d'un téléphone à haut-parleur (23) ou d'un combiné classique (19). Dans certains modes de réalisation, un message enregistré informe le correspondant appelé, quand celle-ci finit par répondre, que le correspondant appelant va être tout de suite en ligne.
PCT/US1996/019059 1995-11-29 1996-11-29 Mise en garde intelligente WO1997020421A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US56392495A 1995-11-29 1995-11-29
US08/563,924 1995-11-29

Publications (1)

Publication Number Publication Date
WO1997020421A1 true WO1997020421A1 (fr) 1997-06-05

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PCT/US1996/019059 WO1997020421A1 (fr) 1995-11-29 1996-11-29 Mise en garde intelligente

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Cited By (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO1999021346A1 (fr) * 1997-10-20 1999-04-29 Grossman Richard M Systeme telephonique de reaction de mise en attente de ligne
WO1999033245A1 (fr) * 1997-12-19 1999-07-01 Honeywell, Inc. Systeme d'alerte de combine decroche et d'appel en attente
WO2003021926A2 (fr) * 2001-09-05 2003-03-13 Koninklijke Philips Electronics N.V. Procede et systeme permettant de mettre en garde un appel telephonique et de determiner la presence de l'appele
EP1641228A1 (fr) * 2004-09-24 2006-03-29 Siemens Aktiengesellschaft Signaler le fin d'un état d'attente d'une conexion téléphonique en attente
US20150189089A1 (en) * 2013-12-30 2015-07-02 Vonage Network Llc Method and system for informing a user that a call is no longer on hold
US9888115B2 (en) 2013-02-28 2018-02-06 Lennard A. Gumaer Media device and method of using a media device

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US2506279A (en) * 1947-05-03 1950-05-02 Harry C Rowe Sound actuated signal device for telephones
US3961142A (en) * 1974-10-24 1976-06-01 Caffine George S Method and apparatus for automatically annunciating the completion of a telephone call hold interval
US4425479A (en) * 1982-02-22 1984-01-10 Leon H. Dubner Apparatus for annunciating the completion of a telephone call hold interval
DE3808414A1 (de) * 1988-03-14 1989-10-05 Telefonbau & Normalzeit Gmbh Fernsprech-handapparat mit optischer anzeigevorrichtung
US5003587A (en) * 1986-06-30 1991-03-26 Anthony Forbes Telephone on-hold device

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US2506279A (en) * 1947-05-03 1950-05-02 Harry C Rowe Sound actuated signal device for telephones
US3961142A (en) * 1974-10-24 1976-06-01 Caffine George S Method and apparatus for automatically annunciating the completion of a telephone call hold interval
US4425479A (en) * 1982-02-22 1984-01-10 Leon H. Dubner Apparatus for annunciating the completion of a telephone call hold interval
US5003587A (en) * 1986-06-30 1991-03-26 Anthony Forbes Telephone on-hold device
DE3808414A1 (de) * 1988-03-14 1989-10-05 Telefonbau & Normalzeit Gmbh Fernsprech-handapparat mit optischer anzeigevorrichtung

Cited By (11)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO1999021346A1 (fr) * 1997-10-20 1999-04-29 Grossman Richard M Systeme telephonique de reaction de mise en attente de ligne
US6122346A (en) * 1997-10-20 2000-09-19 Grossman; Richard M. Telephone on-hold response system
WO1999033245A1 (fr) * 1997-12-19 1999-07-01 Honeywell, Inc. Systeme d'alerte de combine decroche et d'appel en attente
WO2003021926A2 (fr) * 2001-09-05 2003-03-13 Koninklijke Philips Electronics N.V. Procede et systeme permettant de mettre en garde un appel telephonique et de determiner la presence de l'appele
WO2003021926A3 (fr) * 2001-09-05 2004-05-27 Koninkl Philips Electronics Nv Procede et systeme permettant de mettre en garde un appel telephonique et de determiner la presence de l'appele
EP1641228A1 (fr) * 2004-09-24 2006-03-29 Siemens Aktiengesellschaft Signaler le fin d'un état d'attente d'une conexion téléphonique en attente
WO2006032690A1 (fr) * 2004-09-24 2006-03-30 Siemens Aktiengesellschaft Signalisation de la fin d'un etat d'attente d'une liaison telephonique maintenue
US9888115B2 (en) 2013-02-28 2018-02-06 Lennard A. Gumaer Media device and method of using a media device
US20150189089A1 (en) * 2013-12-30 2015-07-02 Vonage Network Llc Method and system for informing a user that a call is no longer on hold
US9380159B2 (en) * 2013-12-30 2016-06-28 Vonage America Inc. Method and system for informing a user that a call is no longer on hold
US9560197B2 (en) 2013-12-30 2017-01-31 Vonage America Inc. Method and system for informing a user that a call is no longer on hold

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