WO2005041550A1

WO2005041550A1 - A method of selectively transferring a call

Info

Publication number: WO2005041550A1
Application number: PCT/EP2004/009716
Authority: WO
Inventors: Marina Nikolakarou
Original assignee: Siemens Aktiengesellschaft
Priority date: 2003-10-14
Filing date: 2004-08-24
Publication date: 2005-05-06
Also published as: GB0324049D0; GB2407228A

Abstract

A method of selectively transferring an incoming call from a first terminal (11) to a second recipient (13) in a communication system, the method comprising setting a plurality of terminals (12, 13, 14) in a group to indicate a call simultaneously; connecting the call to the first terminal (13) of the group to pick up; and stopping the call indication at the remaining terminals (12, 14) as soon as the first picks up.

Description

A METHOD OF SELECTIVELY TRANSFERRING A CALL Incoming calls received at a switchboard are typically automatically transferred to the next available free line. For example, a single phone number may be published to customers, but there can be multiple lines within the organisation, each with an operative who will answer a call and deal with the customer. When a call is received, the system automatically searches for the first idle line and causes that to ring or show an indication that a call has arrived and when the operative picks up the phone, the call is connected to their terminal. However, there may be circumstances in which an operative, for example the general sales manager, has picked up a call, but wishes to transfer it to one of a group of specialists for the product which the customer requires. In many businesses, it is not possible to see who is at their desk and free to take a call, so the manager must put the customer on hold and ring through to each extension, until he finds one which answers. This can take some time and a customer may be lost if he is kept on hold too long. In accordance with the present invention, a method of selectively transferring a call between a first terminal and a second terminal in a communication system; wherem the communication system further comprises an exchange; wherein the first terminal has answered the call which is to be transferred; wherein the second terminal is one of a group of terminals; and wherein the first terminal wishes to transfer the call to one of the group of terminals; wherein the exchange sets a plurality of terminals in the group to indicate an incoming call from the first terminal simultaneously; connects the call to a first terminal of the group to pick up; and stops the call indication at the remaining terminals of the group as soon as the first group terminal picks up. By calling all possible operatives simultaneously and applying the call in parallel to all terminals, the time taken for a successful call completion is reduced, increasing customer satisfaction. The call indication may be by various means such as a flashing light, or vibration, but preferably the call indication comprises a ring tone. The ring tone may be customised to indicate that it is for a parallel group call, rather than just to one terminal. In addition, if a display is available at the receiving terminal, then a new display message can also be provided. The manager can dial in each number that he wishes to ring to define a group for the specific requirement of a call, but preferably the group is predefined and allocated a single identity. These pre-set identities can be programmed within the company's telephone exchange, so that all users have a reference list and simply type in the number representing that pre-set group, or the pre-sets maybe one touch buttons on the user's terminal. The first recipient can control the transfer. This ensures that a call is only put through if the correct person answers. If someone else has picked up their phone, e.g. when it is diverted at lunchtime, then the first recipient will be able to prevent the customer being- >ut-thrΘUrgh o-an<^her-^ However, typically the call will transfer automatically as soon as the first group terminal picks up. The method can operate within an organisation's private telephone exchange (PABX), for example when a salesman returns from company visit, is back at his desk and wishes to obtain data for a report for the client from a group in a specialist department, but preferably the incoming call to the group originates as an external call received through a public telephone exchange. The second terminal may be located at a different exchange to the first terminal, but preferably, the second terminal is located at the same exchange as the first terminal. The terminal in the group may be conventional or mobile phones or a mixture of types. An example of a method of selectively transferring an incoming call according to the present invention will now be described with reference to the accompanying drawings in which: Figure 1 is a block diagram illustrating one embodiment of the method of the present invention.

Fig. 1 shows a structure common to a business, in which an external call is received via an exchange 10 and connected to a first receiving terminal 11. First terminal 11 answers 1 the incoming call then, when the party at the first terminal has determined that another party needs to deal with the call, a subscriber controlled input (SCI) is sent 2 to the exchange 10 indicating that a call transfer (CT) is required to a group having certain specific numbers. In this example, the group includes three terminals 12, 13, 14 out of four possible terminals in the office. The fourth terminal 15 is not part of this group. The exchange 10 offers 4 the call to all terminals 12, 13, 14 of 5 the group, with a special indication of parallel ringing to group (PRNG to Group) 4, 6, 8. When one of the terminals e.g. 13 of the group 12, 13, 14 is picked up, a positive acknowledgement 3 is sent back via the exchange 10 to the first receiving terminal 11 and the call is transferred to the respective group terminal 13 allowing the caller and the operative at the picked up terminal to have a discussion. o The invention includes a number of different embodiments. In its simplest form, the user of the first receiving terminal 11 defines dynamically the destination of the call by dialling in each number to which he wishes to try transferring the call. This may also apply where only a subset of a group is required, for example only terminals 13 and 14. In a more refined version, a special group ID is defined in a database, e.g. within the telephone exchange, where the directory numbers of each of the group members (or intercom numbers for Centrex (CTX)) are stored. When the first receiving terminal wishes to transfer to any one of that group, then simply the group ID need be entered via the keypad or functional protocol (FAC) and the call is transferred to the group. hi the example given above for a salesman obtaining data from within his company, the call being transferred actually originates at the first terminal 11, rather than arriving via the exchange and the call is offered to all the relevant group members, but otherwise the method operates in a similar way to the example of Fig. 1.

Claims

1. A method of selectively transferring a call between a first terminal and a second terminal in a communication system; wherein the communication system further comprises an exchange; wherein the first terminal has answered the call which is to be transferred; wherein the second terminal is one of a group of terminals; and wherein the first terminal wishes to transfer the call to one of the group of terminals; wherein the exchange sets a plurality of terminals in the group to indicate an incoming call from the first terminal simultaneously; connects the call to a first terminal of the group to pick up; and stops the call indication at the remaining terminals of the group as soon as the first group terminal picks up.

2. A method according to claim 1, wherein the call indication comprises a ring tone.

3. A method according to claim 1 or claim 2, wherein the group is predefined and allocated a single identity.

4. A method according to any preceding claim, wherein the call transfers automatically as soon as the first group terminal picks up.

5. A method according to any preceding claim wherein the incoming call to the group originates as an external call received through a public telephone exchange.

6. A method according to any preceding claim, wherein the second terminal is located at the same exchange as the first terminal.