The present application relates to telephony, and more particularly to an automated group communication (AGC).
In many situations, there is need for emergency notification of large groups of people over a telephone system. In disasters or other emergencies, information may come into the possession of an individual or small group who may be responsible to notify others, for example, to get out of a building (or into one), to notify or interact with a response team, or to notify an even larger group. The size of groups that may need to be contacted can include individuals, small groups, parts of buildings (such as a single floor, or a single company that occupies parts of floors), entire buildings, campuses of multiple buildings (or parts thereof), enterprises that span multiple sites, or entire populations.
Selectively communicating with such varied groups can be a difficult problem, particularly since telephones, which are the most common form of person-to-person communication, can be in use or otherwise make a recipient unreachable. An emergency call to an in-use telephone can go unnoticed, or an emergency call can be blocked or interrupted by other callers. Further, some systems for emergency notification may only be usable from a specific location or may not be able to dynamically react or change coverage zones or recipients in response to the situation.
There is thus a need in the art for an emergency notification system that cannot be blocked or interrupted, which provides secure access from any location, facilitates real-time changes in directions or information, supports large-scale, two-way, real-time communication, allows provisioning for zoning or segmenting recipients in any combination, and which can scale to thousands of destinations and still execute in seconds.
Automated Group Communication
In one example embodiment, the present innovations include systems and methods for connecting a plurality (even a large plurality) of recipients and/or trunks to an originating caller across, for example, a phone network. The size of the groups included in the destinations can be indefinitely large and can be configured to parse recipients as desired.
In a preferred embodiment, the present innovations include a system that permits an originator to selectively contact one or more (preferably) pre-defined and configurable groups with an emergency communication that selectively cannot be blocked or ignored (for example, in the case of digital devices as end points). The communication can preferably be provisioned one-way or two-way, or selectably two-way, depending on choices or inputs made by the originator and/or recipients. In this example embodiment, the originator first accesses the service by making a call and (in some embodiments) using an access code. Once access is established, a pre-announcement phase occurs and a pre-announcement tone sounds. During the announcement phase, the originator makes an announcement or enters a conference (i.e., two-way communication) with the recipients. Finally, the method includes a cleanup phase, wherein the originator and destination devices are disconnected or idled.
The disclosed innovations, in various embodiments, provide one or more of at least the following advantages:
Cannot go unnoticed;
Cannot be blocked or interrupted;
Provides secure/controlled access from any location;
Facilitates real-time changes in directions/information;
Supports large-scale, two-way, real-time communication;
Provides provisioning for segmentation/zoning of any combination;
Scales to thousands of destinations and still executes in seconds.
The disclosed inventions will be described with reference to the accompanying drawings, which show important sample embodiments of the invention and which are incorporated in the specification hereof by reference, wherein:
The numerous innovative teachings of the present application will be described with particular reference to the presently preferred embodiment (by way of example, and not of limitation).
The present innovations described herein include, for example, an automated group communication system that takes advantage of the Meet Me and Extended Meet Me conference capability. In one example embodiment, the innovations allow the capability to make an announcement (one or two way communications) with one or more phones. In preferred embodiments, the phones are connected within a single private branch exchange (PBX), though recipients can be distributed across other networks, such as separate stand-alone PBXs, the PSTN, adjunct paging systems, etc. (It is noted that the PBX architecture can be distributed, so that the individual nodes may exist across large distances (e.g., across the country) from one another.) The originator need not be part of the PBX itself, though in preferred embodiments, outside callers accessing the system must enter an authorization code. In an example embodiment, the originator accesses the feature using a directory number, and preferably, an authorization code. The size of the groups that can be included in the announcement can be indefinitely large.
The capabilities of the destination phones (or other devices) can vary, though preferably they are digital devices, and have speaker capability. Analog devices can also be used as recipients, though the ability of the system or call manager to modify settings on an analog device may be limited. Depending on the implementation choices of the present innovations, destinations can selectively or automatically have the ability to talk back to the originator's page. Such choices could be made either by the originator or by the destination (or another party), either prior to the call or at initiation, or during the call. Or, such choices could be pre-provisioned.
In preferred embodiments, existing calls at a destination device are automatically put on hold (though this option could be selectively enforced, or permissively enforced as well). Other phone “modes” or states at the destination device (such as, for example, call forwarding, do not disturb, etc.) can also be automatically, selectively, or permissively overridden in favor of the announcement. Such options are preferably configurable in the present innovations. Other options and details are included in the current specification.
In preferred embodiments, a program manages the connections between the recipients and originator, through the switch. A single PBX is preferably used, though this can be a distributed PBX with a node architecture. Alternately, recipients can be across other networks, such as the PSTN, the Internet, etc. Preferably, one call manager program can control and manage the connections, and manages the conference bridge resources, whether all on a single node, or distributed across multiple nodes and/or networks.
In preferred embodiments, a database stores definitions of groups. Each group includes a number of recipients, preferably uniquely defined, for example, by their PBX port (or other unique physical location identifier), such as by using the call manager's telephony switch port, or by other means (e.g., the user's port as identified by rack, shelf, slot or line card interface, and circuit on the line card). Each port can be digital or analog. Multiple groups are preferably defined, and groups can have overlapping members. Groups can also comprise sets of other groups. Each member of a group will be a recipient or destination of a call sent to that group.
The call manager, which can reside remotely, the originator to the recipients in either a one-way or two-way announcement or conference, respectively. The call manager's database preferably includes the group definitions. Originators are required, in preferred embodiments, to enter some sort of access or identifier code before being permitted to use the AGC. For example, in a preferred embodiment, originators are defined by their DIRN and need an authorization code to access the AGC functions. Different authorization codes can permit an originator to access different functions of the AGC. For example, an originator with a low-level access code may only be able to establish a conference with limited groups, or a conference with limited interrupt capabilities; while an originator with higher level access may be able to access a larger set of groups, define new groups, or access AGC functions that permit higher level interrupt capabilities.
In one example embodiment, destinations are defined in terms of stations (such as digital or analog stations) or trunks (e.g., analog trunks, or digital interfaces). ITE (proprietary digital phones) or smart phones, or analog stations, for example, can also be used as destinations. In preferred embodiments, the call manager's database of potential recipients includes information necessary to issue commands to the recipient device so as to control the recipient device—setting speaker phone, putting pre-existing calls on hold, etc. Depending on the recipient device, some functions may be unavailable, such as initiating speaker functions on an analog phone without a speaker-phone capability. In such cases, for example, the analog phone would simply ring, while other phones with higher capability would initiate the higher level functions.
Because multiple AGC calls may be initiated and conducted in a single PBX at a given time, AGC calls preferably do not override one another. However, in some embodiments, overrides of AGC calls are enabled. For example, an AGC call for disaster information may be capable of overriding a non-disaster AGC. The hierarchy of AGC calls and overrides is definable within the call manager. Because destination station types are preferably pre-defined within the call manager's database, the functions and status of each station is preferably known to the call manager.
Other types of calls may also be distinguished so as not to be overridden, such as 911 calls or other AGC calls, for example. Other configuration options of preferred embodiments are described more fully below.
Some embodiments of the present innovations include a program on a server or other computer system to serve as an AGC monitor. The application preferably has connectivity to a CTI (Computer Telephony Integration) interface of the call manager. This server preferably has access to the call manager's database, which includes definitions of all potential AGC groups and destinations. The monitor preferably has access to the database, or has copied the database, of the call manager. As an AGC call is initiated, the monitor application can monitor and report in real time various metrics of the call. For example, the monitor application can keep track of which groups or recipients have been added, and which were not added. Such knowledge can be crucial, for example, in disaster situations, where knowing that a page or announcement was not received by certain individuals can enable the issuer to find other ways to inform those who were unable to receive the announcement. Other metrics can be monitored and recorded, such as who originated the call, who jointed, the duration, quality of the communication, or other diagnostic functions.
In another embodiment, one or more recipients can be designated as a recording port. This can provide, for example, real-time recording of the actual voice message or other message issued by the originator.
When an originator initiates a call, a display on the originator's phone preferably displays an identifier or name of the group. For example, if a tornado warning group is defined, that group may be identified by the term “TORNADO” which is displayed on the originator's station during the AGC call.
A simplified flow chart consistent with an embodiment of the present innovations is shown in
In some embodiments, destinations D1-D8 do not correspond simply to devices, but to further networks where recipient devices may reside. For example, D1 may be a digital station, D2 may be an analog station, D3 may be a smart phone, D4 may be a PSTN connection to a device. D5 may be a paging system, attached to the network 410 through PBX node 2, for example, while D6 could be another, stand-alone, PBX with a recipient device attached thereto.
Following is a description of one example embodiment consistent with the present innovations. Also included is contextual information relating to an extended conference bridging system and method, consistent with implementing the present innovations.
The Automated Group Communication (AGC) feature of the present innovations preferably provides the capability of making an announcement to a group of PointSpan ITE phones with speakers (including but not limited to ITE 12S, ITE 12+, ITE 12SD, ITE 30SD, ITE-760 and ITE-780).
In one example, a station calls a pre-defined number and is connected with a group of PointSpan, speaker-enabled ITE phones. All of the destination phones will go off hook automatically and be connected to the originator. The destination phone will hear a Pre-announcement tone to indicate that an AGC announcement is going to be made. The originator will then hear a Start Announcement tone to indicate that the channel is open to speak to all connected destination phones. The name associated with the dialed AGC number will be displayed on both the originating and destination display phones. When the originator finishes the announcement and hangs up, the destination phones will be idled.
The AGC feature has configuration dependent options to: 1) override Do Not Disturb, 2) override of busy stations, and 3) allow both manual and automated initiation of conference capability at destination stations (conference capacity limited to bridge).
The AGC feature directory number is preferably defined using Man/Machine DIRN command. The command manages a list of eligible directory numbers that are allowed to call the AGC number, a name for the Group and a list of destination phones to be to be connected by the AGC originators. Other AGC settings such as tones and access code are also defined under the AGC feature directory number.
In an example embodiment, the present innovations include a feature that enables the creation of a new type of directory number—herein referred to as an AGC directory number. The AGC directory number preferably specifies the list of valid originating directory numbers, the list of destination stations, originator restrictions, other parameters.
In preferred embodiments, there are four phases for an AGC call; Origination, Setup, Announcement and Cleanup. (It is noted that other phases may be incorporated, or the example phases could be merged into fewer phases.)
As mentioned, the four phases of the preferred embodiments include origination, setup, announcement, and cleanup. These four phases, as preferably implemented, are described further. It is reiterated that the following descriptions are exemplary only, and not limiting, and can vary in implementation.
Origination Phase
Originating an AGC call can be restricted through the originating voice line directory number and/or a defined AGC access code.
Authorized Originators Only
A user can only originate an AGC call from a directory number defined within the AGC origination list. The origination list of directory numbers is defined in an AGC directory number command. This is the default choice.
Access Code Only
A user can originate an AGC call from any directory number, shared within the directory number allocation, and then entering the specific access code defined in the AGC directory number command.
Authorized Originators Plus Access Code
A user can only originate an AGC call from a directory number defined in the origination list and then enter the specific access code defined for the AGC directory number.
Authorized Originator or Access Code
A user can originate an AGC call from a directory number from the originating directory number list or from any directory number, shared within the directory number allocation list, and then enter the access code.
Unrestricted Access
A user can originate an AGC call from any directory number, shared within the directory number allocation without using an access code. This is a less preferred embodiment.
The originator preferably dials the AGC directory number to enter the Origination phase. If an access code is required, the system plays a ZIP tone to prompt the originator for additional digits. After verification of the originating directory number and/or access code, the call proceeds to the Setup phase. If the originator were to go on-hook during the Origination phase, the AGC call is preferably aborted and the destination phones are not interrupted.
Setup Phase
During the Setup phase, the action taken on the destination station depends on the AGC database configuration and the destination station's state when the AGC number is dialed. If the originator goes on-hook during the Setup phase, the destination stations will preferably be placed back into an idle condition.
The following options are preferably processed during setup of the AGC call.
Busy Override and Do Not Disturb Override Options
AGC can be configured to override a station that is busy or set in Do Not-Distrub. When the AGC call is being originated and the destination station is idle with DND set, if AGC is configured with “Do-Not-Disturb Override” enabled, the destination station will preferably be connected to the AGC call.
Busy override options can also be implemented. Some options are mentioned below.
Override all calls except for ACD (Automatic Call Distribution) calls: The busy stations are overridden except for ACD calls. The AGC page will be preferably played to all busy stations not on an ACD call.
AGC can be configured to override Non-Idle stations. When the AGC call is originated, the destination stations could be in various states: idle, dialing, on a call (internal, ATTN, trunk, IXL, ACD, conference), on hold (normal hold, hold-on-hold, swap hold, conference hold). If the destination phone is not in an idle state and AGC is configured for “Busy Override”, the active call will be placed on hold and the station will be connected to the AGC call. The destination station will NOT be interrupted in the following exceptions:
The setup phase also includes playing optional pre-announcement tones. During setup. a PointSpan fixed-length tone can be defined under the AGC DIRN to alert:
The announcement setup supports preferably three options defined by the AGC DIRN:
Note, conferencing is limited by the bridge size defined by the Meet-Me DIRN defined within the AGC DIRN. Any remaining stations will have a one-way connections only.
Announcement Phase
In preferred embodiments, there are several options that are processed during the announcement phase of the AGC call. Maximum announcement duration specifies the max length of a live announcement to be given by the originator. A destination on-hook option allows the destination station the ability to go on-hook to be disconnected from the announcement.
Cleanup Phase
The AGC Cleanup phase starts when the originator places the originating station on-hook or the timer for the Maximum Announcement Duration expires. The originator and all destination stations are disconnected, idled, the speakers are turned off. Any associated conference bridges are idled. If an AGC page placed a call on hold at a destination station, that destination station user preferably retrieves the held call manually.
Man/Machine Configurations
AGC Directory Number
The new AGC Feature Directory Number, created or modified under DIRN command, includes the following Man/Machine fields:
AGC Directory Number (DRN)
According to a disclosed class of innovative embodiments, there is provided: A method of communicating with a plurality of recipients across a network connection, comprising the steps of: from an originator, identifying a plurality of recipients for a communication; connecting the originator and some or all the recipients, wherein if a recipient is currently on a call, that call is automatically put on hold.
According to a disclosed class of innovative embodiments, there is provided: A communication system, comprising: an originator; a plurality of recipients; a call manager; wherein the call manager is configured to establish a call between the originating station and the plurality of destination stations such that the call cannot be blocked or interrupted.
According to a disclosed class of innovative embodiments, there is provided: A method of communicating with a plurality of recipients, comprising the steps of: from an originator, accessing a function for establishing simultaneous communication between the originator and a plurality of receivers; selecting one or more groups of receivers for the communication; entering a pre-announcement phase, wherein selected receivers are remotely activated such that they can receive an announcement from the originator; entering an announcement phase wherein the originator enters a one-way or two-way communication with the selected receivers; and entering a cleanup phase, wherein the communication is closed, and wherein the selected receivers are remotely idled; wherein the one-way or two-way communication cannot be cancelled by the selected receivers.
According to a disclosed class of innovative embodiments, there is provided: A communication system, comprising: a computer program product on a computer readable medium residing on a server connected to a network; wherein the computer program product has access to a database that defines one or more groups, wherein the groups are configurable and include pre-selected receiving stations; wherein the computer program product is configured to control call access to the receiving stations; wherein the computer program product establishes a call to receiving stations selected at an originating station and wherein the call cannot be blocked or ignored.
Modifications and Variations
As will be recognized by those skilled in the art, the innovative concepts described in the present application can be modified and varied over a tremendous range of applications, and accordingly the scope of patented subject matter is not limited by any of the specific exemplary teachings given.
For example, though the examples given herein mention PointSpan platforms, other platforms can be used to implement the innovations herein described.
For another example, the implementation of the application, preferably in a call manager, can be in various forms. Conference bridge resources, for example, can reside on a single node, multiple nodes, or all nodes.
For another example, some embodiments may have different rules for overriding previous calls. For example, 911 calls or other AGC calls are preferably not overridden.
None of the description in the present application should be read as implying that any particular element, step, or function is an essential element which must be included in the claim scope: THE SCOPE OF PATENTED SUBJECT MATTER IS DEFINED ONLY BY THE ALLOWED CLAIMS. Moreover, none of these claims are intended to invoke paragraph six of 35 USC section 112 unless the exact words “means for” are followed by a participle.
The claims as filed are intended to be as comprehensive as possible, and NO subject matter is intentionally relinquished, dedicated, or abandoned.
This application claims priority from U.S. provisional patent application 60/812,537 filed on Jun. 9, 2006, which is hereby incorporated by reference.
Number | Date | Country | |
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60812537 | Jun 2006 | US |