Interactive message response system for enterprise call routing

Abstract

This invention integrates instant messaging, presence, and other collaborative capabilities with conventional PBX functionality through use of a PBX-Messaging Integration Client (PMIC). The invention in its several embodiments features a method and system for using the PMIC-based computer interface to perform off-hook/on-hook presence notification for a PBX phone, establish media sessions concurrent with PBX telephonic communication, execute custom call treatment in conjunction with a PBX phone, implement call transfer capability between a PBX phone and numerous other devices, and provide PBX call control. The PBX is generally enabled with computer telephony integration (CTI) and, depending on the embodiment, a Voice-over-Internet Protocol (VoIP) such as Session Initiation Protocol (SIP). The invention empowers enterprise workers with a diverse, unified and integrated set of both PBX functions and SIP-based collaboration tools.

1 . A private branch exchange (PBX) call control method for a first computer interface operatively coupled to a system comprising a PBX and a first PBX phone, the PBX call control method comprising the steps of: 
 receiving from the PBX a first message indicating the presence of a telephone call associated with the first PBX phone; and    transmitting to the PBX a call control message.    
     
     
         2 . The PBX call control method of  claim 1 , wherein the first message is a CTI event message.  
     
     
         3 . The PBX call control method of  claim 1 , wherein the first message is a call hold command instructing the PBX to place the telephone call associated with the first PBX phone on hold.  
     
     
         4 . The PBX call control method of  claim 1 , wherein the first message is a call forward command instructing the PBX to transfer the telephone call associated with the first PBX phone to second phone.  
     
     
         5 . The PBX call control method of  claim 4 , wherein the second phone is a second PBX phone.  
     
     
         6 . The PBX call control method of  claim 4 , wherein the second phone is a voice-over-IP client.  
     
     
         7 . The PBX call control method of  claim 6 , further comprising the steps of: 
 transmitting to the PBX a first message for forwarding the telephone call associated with the first PBX phone to a voice-over-IP client;    establishing a voice-over-IP session between the PBX and the voice-over-IP client; and    directing the telephone call to first PBX phone to the first computer interface via the voice-over-IP session.    
     
     
         8 . The PBX call control method of  claim 1 , wherein the call control message is an answer call command instructing the PBX to answer the telephone call using a second device.  
     
     
         9 . The PBX call control method of  claim 8 , wherein the second device is a second PBX phone.  
     
     
         10 . A private branch exchange (PBX) call control method for a first computer interface operatively coupled to a system comprising a PBX and a first PBX phone, the PBX call control method comprising the steps of: 
 transmitting to the PBX a group of one or more messages comprising: 
 a command to the PBX to make a call to a first PBX phone, and  
 a telephone number of the first PBX phone; and  
   receiving a first message indicating the hook state of the first PBX phone.