Method and apparatus for managing telephone calls

Abstract

A system and method for managing telephone calls is disclosed. The system includes a central controller that receives and processes telephone calls. The identity of a caller is first determined. Based on predetermined settings designated by an end user, a call is directed to one or more telephones of the end user. Preferably, the end user's telephones ring simultaneously. The user may answer any of his/her telephones and choose from among several options of how to handle the call. If the user chooses to answer the call, the call may be transferred to that telephone and the conversation may commence.

1 . A system for processing calls, comprising:
 a database including configuration information and authentication information for users;   an inbound communications controller, coupled to an inbound gateway and the database, that exchanges first control signals over a session initiation protocol (SIP) with the inbound gateway based on inbound communications and that generates second SIP control signals based on information in the first control signals and the configuration and authentication information;   a voicemail database that stores and retrieves communications;   a routing controller that prompts callers for information and instructions;   an outbound communications controller coupled to an outbound gateway that exchanges fourth control signals with the outbound gateway and communicates via a real time protocol with the outbound gateway in order to send the inbound communications outbound over at least one communications network; and   a switch coupled to the inbound controller, the inbound and outbound communications gateways, the voicemail database and the routing controller, that receives the inbound communications over a real time protocol from the inbound gateway, exchanges the second control signals with the inbound controller, and routes inbound communications based on the second control signals and the routing controller to at least one of the following destinations:   the voicemail database; and   at least one communications network by sending outbound communications based on the inbound communications to the outbound controller via a real time protocol and exchanging third control signals with the outbound controller, including routing information relating to the outbound communications.   
     
     
         2 . The system according to  claim 1 , wherein the switch routes the inbound communication to the voicemail database and to at least one telephone on at least one of the communication networks. 
     
     
         3 . The system according to  claim 1 , wherein the routing controller includes a state machine coupled with a script database, wherein the script includes voice prompts and control signals that prompt a caller at one end of one of the inbound communications for information pertaining to the handing of that inbound communication. 
     
     
         4 . The system according to  claim 3 , further comprising a database operatively connected to the script database. 
     
     
         5 . A method for processing calls, comprising:
 operatively connecting a switch to an inbound controller, an inbound gateway, an outbound controller, and an outbound gateway;   exchanging first control signals over a session initiation protocol (SIP) between the inbound gateway and the inbound controller based on inbound communications to generate second SIP control signals based on information in the first control signals and configuration and authentication information;   receiving inbound communication at the switch over a real time protocol from the inbound gateway, and exchanging the second control signals with the inbound controller;   exchanging fourth control signals between the outbound controller and the outbound gateway via a real time protocol in order to send the inbound communications outbound over at least one communications network; and   routing inbound communications based on the second control signals and the routing controller to at least one of a voicemail database or at least one communications network by sending outbound communications based on the inbound communications to the outbound controller via a real time protocol and exchanging third control signals with the outbound controller, including routing information relating to the outbound communications.   
     
     
         6 . A method for processing calls, comprising:
 receiving a call from a caller at an origination point on a first network;   exchanging communications signals between the first network and a second network using a session initiation protocol, and processing the communications signals at the second network using configuration and authentication information;   determining at least one destination point from a group of destination points based on the processing;   directing the communications signals to the at the at least one destination point and, prior to connecting the caller and the user, notifying a user of the call from the origination point.   
     
     
         7 . The method according to  claim 6 , wherein the notifying comprises allowing the user to select from the following options:
 (i) accept the call;   (ii) send the call to a voicemail database;   (iii) accept the call and record the call in a database;   (iv) send the call to the voicemail database and simultaneously listen to the call.   
     
     
         8 . The method according to  claim 6 , wherein the call is directed to two or more destination points substantially simultaneously. 
     
     
         9 . The method according to  claim 6 , wherein an audible response is sent to the origination point based on the configuration information and authentication information. 
     
     
         10 . The method according to  claim 9 , wherein the audible response includes at least one of:
 a song (or other MP3); and   a voice recording.   
     
     
         11 . The method according to  claim 6 , wherein the group of destination points comprise a group of telephones, wherein a user accepts the call on at least one telephone after being notified, and wherein the user has the option to notify each of the telephones within the group of telephones of the call. 
     
     
         12 . The method according to  claim 11 , wherein the call is transferred from a first telephone to a second telephone when the second telephone indicates acceptance of the call. 
     
     
         13 . The method according to  claim 6 , wherein the at least one destination point comprises a voicemail database. 
     
     
         14 . The method according to  claim 13 , wherein the voicemail database stores audio data, wherein the audio data is converted into text data. 
     
     
         15 . The method according to  claim 14 , wherein the text data stored in the voicemail database is searchable. 
     
     
         16 . The method according to  claim 13 , wherein a graphical representation of data in the voicemail database is displayed on a webpage. 
     
     
         17 . The method according to  claim 16 , wherein the graphical representation includes at least some of: the name of the caller; the time of the call; the date of the call; a duration of the voicemail; and the location of the caller. 
     
     
         18 . The method according to  claim 16 , wherein the voicemail database is arranged based on a predetermined order selected by the user. 
     
     
         19 . The method according to  claim 13 , wherein the database is accessible from a remote location. 
     
     
         20 . The method according to  claim 16 , wherein the user can select a link on the webpage that connects a telephone selected by the user to the caller. 
     
     
         21 . The method according to  claim 6 , wherein the user can accept the call and selectively record at least a portion of the call. 
     
     
         22 . A method for processing calls, comprising the steps of:
 receiving a call from a caller at an origination point on a first network;   exchanging communications signals between the first network and a second network using a session initiation protocol, and processing the communications signals at the second network using configuration and authentication information;   determining two or more destination points from a group of destination points based on the processing;   sending a signal to each of the two or more destination points substantially simultaneously;   establishing a communication with one selected destination point based on a user input;   presenting a user at the one selected destination point with identifying information about the caller and a plurality of options for handling the call; and   if the user chooses to accept the call, allowing the user transfer the call by providing an input that re-initiates the sending step.   
     
     
         23 . The method of  claim 22 , wherein the caller hears an audio file pre-selected by the user after the processing step. 
     
     
         24 . The method of  claim 22 , wherein the plurality of options for handling the call include at least one of:
 sending the call to a voicemail database and listening in on the voicemail as it is being recorded; or   accepting the call and simultaneously recording the call.   
     
     
         25 . The method of  claim 22 , wherein if the user selects the option of listening in on the voicemail, the user can selectively terminate the voicemail and begin communicating with the caller by providing an input. 
     
     
         26 . The method of  claim 22 , wherein the user can send the call to a voicemail database, wherein contents of the voicemail database are displayed on a webpage. 
     
     
         27 . The method of  claim 26 , wherein the order of the voicemails displayed on the webpage can be customized by the user. 
     
     
         28 . The method of  claim 22 , wherein if the user chooses to accept the call after the presenting step, the user can selectively record at least a portion of the call into a database. 
     
     
         29 . A computer program product for use in a call processing system, comprising:
 a computer readable medium;   computer program instructions, recorded on the computer readable medium, executable by a processor, for implementing a call processing system comprising the steps of:   receiving a call from a caller at an origination point on a first network;   exchanging communications signals between the first network and a second network using a session initiation protocol, and processing the communications signals at the second network using configuration and authentication information;   determining two or more destination points from a group of destination points based on the processing;   sending a signal to each of the two or more destination points substantially simultaneously;   establishing a communication with one selected destination point based on a user input;   presenting a user at the one selected destination point with identifying information about the caller and a plurality of options for handling the call; and   if the user chooses to accept the call, allowing the user transfer the call by providing an input that re-initiates the sending step.