Aspect Communications Corporation

Aspect Sofware, Inc.

Xantel Corporation

Mark E Fogle

John J Daleiden

Gregory S Wohlenberg

S Thomas Emerson

Paul C Rogers

John M Saltwick

A call management method and system. The system includes at least one user position, comprising a computer workstation and a telephone apparatus that is associated with the computer workstation. In addition, the system includes a call management computer comprising a memory; and a digital data network to connect the computer workstation with the call management computer. The memory is used to store a plurality of call processing rules that determine how a call, directed to a user, is to be processed. The plurality of call processing rules is defined by the computer workstation before the call is received. The call management computer intercepts the call, that is incoming, to a first user position that is included in the at least one user position. The call management computer determines that the call is for the first user position and interacts with the memory to determine how the call is processed based on the plurality of call processing rules. Finally, the call management computer processes the call according to instructions of at least one applicable call processing rule that is included in the plurality of call processing rules.

Call management system with call control from user workstation computers

A Call Management System provides for management of calls directly by system users at their workstation computers via a digital data network such as a digital networks not controlled via the user's telephone instruments as in prior systems. A call management computer intercepts incoming calls and controls the handling of such calls according to instructions received from the users' workstations, which are accessed via the digital data network. Trunk circuits are monitored and controlled using digital signal processors to proactively identify the called party, the calling party and the call type (voice, Fax, data) and control and to monitor all calls. Each different type of call is managed differently and automatically through direct user workstation controls and/or user-generated rules to provide special treatment for designated callers. Multiple calls to user at the same time may be handled with no busy signals to callers. Only one number is needed for a user to receive voice Fax and data calls. Fax and data transmissions are automatically received.

Call Management system with call control from user workstation computers

Call management system with call control form user workstation computers

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Scottsdale, AZ, United States of America

Mark E Fogle