PBX Call Forwarding with CTI Intermediary for Desk Set and Cell Phone
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Solution Overview
Problem
Existing telecommunications systems often inconvenience callers when users are not at their desk set, as incoming calls are either unanswered or forwarded only to the cell phone, excluding the desk set, and third-party computer-telephony integration applications are not inherently integrated with private-branch exchanges, leading to suboptimal call handling.
Innovation Solution
A telecommunications system that receives a precursor call, allocates a port capable of emulating a telephone extension, and establishes a resultant call between the original caller and the user's cell phone, while maintaining the user's desk set in the call, using a computer-telephony integration application to interwork with legacy private-branch exchanges.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the incoming call is forwarded only to the cell phone, then the user can be reached when away from the office, but the desk set is excluded from the call and the user might miss calls intended for the desk set
Solution Approach 1:
The patent combines multiple call paths by merging the desk set and cell phone into a single call flow. The CTI application creates a conference bridge that includes both the desk set and the user's cell phone, allowing calls to reach both endpoints simultaneously rather than forcing an exclusive choice between them.
Solution Approach 2:
The CTI application acts as an intermediary between the incoming call and the telecommunication endpoints. It intercepts the call, determines the user's status, and intelligently routes the call to appropriate endpoints (desk set, cell phone, or both) based on real-time conditions, rather than using simple automatic forwarding.
2Adaptability or versatility
If the incoming call is connected only to the desk set, then the desk set remains involved in the call, but the call goes unanswered when the user is not at the desk set
Solution Approach 1:
The call routing is made dynamic rather than static. The system continuously monitors the user's status (at desk, away, in meeting) and automatically adjusts the call routing path in real-time. When the user is away, the system dynamically adds the cell phone to the call flow without requiring manual intervention.
Solution Approach 2:
The system uses feedback from the user's status information to control call routing. The CTI application receives status updates about the user's location and availability, and uses this feedback to determine the appropriate call handling action, creating a closed-loop control system for call management.
3Ease of operation
If a third-party CTI application is used to handle incoming calls, then advanced call handling capabilities are provided, but the CTI application is not inherently integrated with the private-branch exchange leading to suboptimal call handling
Solution Approach 1:
The patent creates a universal interface layer that allows the CTI application to work with multiple types of telecommunication systems (legacy PBX, modern PBX, IP-based systems) without requiring system-specific implementations. The call handling logic is standardized and can operate across different platforms, reducing integration complexity.
Solution Approach 2:
The CTI application serves as an intermediary that bridges the gap between third-party call handling logic and the legacy PBX system. It translates between different protocols and interfaces, enabling advanced call handling capabilities while maintaining compatibility with existing infrastructure without requiring deep system integration.
Data Source
AI summary
A telecommunications system is disclosed that enables a user to pair a desk set that is an extension of a private-branch exchange with a cell phone that is accessible via the Public Switched Telephone Network. One feature of the telecommunications system enables an incoming call that is directed to the user's desk set to be automatically forwarded to the user's cell phone, while in the presence of third-party call control. This is advantageous to the user because it provides the illusion to the caller that the user is physically in his or her office when she is not necessarily there. The third-party call control can be part of a computer-telephony integration (CTI) application—for example, in a telephone telemarketing center, which handles many incoming telephone calls.