CA2430529A1 - Monitoring system - Google Patents

Monitoring system Download PDF

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Publication number
CA2430529A1
CA2430529A1 CA002430529A CA2430529A CA2430529A1 CA 2430529 A1 CA2430529 A1 CA 2430529A1 CA 002430529 A CA002430529 A CA 002430529A CA 2430529 A CA2430529 A CA 2430529A CA 2430529 A1 CA2430529 A1 CA 2430529A1
Authority
CA
Canada
Prior art keywords
call
incoming call
incoming
caller
event
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002430529A
Other languages
French (fr)
Other versions
CA2430529C (en
Inventor
Peter George Longman
Christian Moray Jackson
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Care Monitoring 2000 Ltd
Original Assignee
Care Monitoring 2000 Limited
Peter George Longman
Christian Moray Jackson
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from GBGB0029259.9A external-priority patent/GB0029259D0/en
Application filed by Care Monitoring 2000 Limited, Peter George Longman, Christian Moray Jackson filed Critical Care Monitoring 2000 Limited
Publication of CA2430529A1 publication Critical patent/CA2430529A1/en
Application granted granted Critical
Publication of CA2430529C publication Critical patent/CA2430529C/en
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42195—Arrangements for calling back a calling subscriber
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2016—Call initiation by network rather than by subscriber
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2072—Schedules, e.g. personal calendars
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/22—Automatic class or number identification arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42042—Notifying the called party of information on the calling party
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H04M3/42068—Making use of the calling party identifier where the identifier is used to access a profile
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42085—Called party identification service
    • H04M3/42102—Making use of the called party identifier
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
    • Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10S379/00—Telephonic communications
    • Y10S379/913—Person locator or person-specific

Abstract

The invention concerns a monitoring system for monitoring incoming telephone calls routed through a call transference system, the system comprising an electronic processor and an associated database, the system being adapted to detect the originating number of the caller and the called number to which the incoming call was made before being transferred, to automatically generate a return call to any incoming call the originating and called numbers of which have been identified without answering the incoming call, and to store the time and date of an incoming call the number of which has been identified and data representing the number to which the incoming call was made.

Claims (38)

1. A monitoring system for monitoring incoming telephone calls routed through a call system, the system comprising an electronic processor and an associated database, the system being adapted to detect the originating number of the caller and the called number to which the incoming call was made, and to store the time and date of an incoming call the number of which has been identified and data representing the number to which the incoming call was made.
2. A monitoring system according to claim 1 adapted to automatically generate a call in response to any incoming call the originating and called numbers of which have been identified without answering the incoming call.
3. A monitoring system for monitoring incoming telephone calls routed through a call transference system, the system comprising an electronic processor and an associated database, the system being adapted to detect the originating number of the caller and the called number to which the incoming call was made before being transferred, to automatically generate a return call to any incoming call the originating and called numbers of which have been identified without answering the incoming call, and to store the time and date of an incoming call the number of which has been identified and data representing the number to which the incoming call was made.
4. A system according to any preceding claim, wherein the processor is adapted to compare the number of an incoming call with stored numbers so as to match the parameters of an incoming call with stored data to determine the origin of the call from which the call was made, and to compare the time and date of a matched number with a visit schedule stored on said database representing the expected times and dates at which callers should visit predetermined sites.
5. A system according to any preceding claim, adapted to compare the called number with a visit schedule of users stored in said data base so as to identify the caller.
6. A system according to any preceding claim, wherein said processor is adapted to generate data indicating matched numbers and indicating compliance or not of the times and dates of matched numbers with the visit schedule.
7. A system according to any preceding claim, adapted to determine a type of event for an incoming call, such as a first call from the originating number of the call.
8. A system according to claim 7, wherein the electronic processor determines the type of event based on the duration of the incoming call and or number of rings before the caller hangs up.
9. A system according to claim 7 or 8, wherein the electronic processor compares the time of the incoming call and the previous call for a recognised caller or client against predetermined criteria in order to determine the nature of the event.
10. A system according to claim 9, wherein if the last event was a departure event and the incoming call is within a predetermined time of the last event, the incoming call is nevertheless recorded as a departure event.
11. A system according to any of claim 7 to 10, wherein if the last event was not a departure event and the incoming call is within a predetermined time of a schedule departure time then the electronic processor determines the incoming call to be a departure event.
12. A system according to any preceding claim adapted to store data representative of individual events for an identified caller and to generate reports based on the stored information related to the identified caller.
13. A system according to claim 12, configured to generate reports of stored information for an identified caller directly to the identified caller.
14. A system according to claim 13, adapted to transmit the caller report electronically such as in the form of an SMS message.
15. A system according to any preceding claim configured to enable entry of event information manually in to the system and or remotely using a telephone handset.
16. A system according to claim 15, configured to provide a caller with predetermined options to enter event information in response to predetermined prompts.
17. A system according to claim 15 or 16, comprising a schedule of identification codes for individual clients thereby enabling a caller to identify a client by entry of data representative of an appropriate identification code.
18. A system according to any preceding claim adapted to generate automatic reports to a customer in accordance with predetermined criteria.
19. A system according to claim 18, adapted to generate an alarm message to a customer in the event that predetermined criteria in relation to a scheduled event, such as lack of accordal of an arrival event beyond a predetermined time after a schedule start time of a scheduled visit.
20. A system according to any preceding claim comprising a display being configured to generate graphical representations of events recorded against scheduled visits.
21. A system according to claim 20, adapted to display one or more of the following:
customer identification, status in relation to a schedule visit, representations of an alarm generated upon failure to meet predetermined criteria, schedule visit information such as planned time and client identity, timed arrival event, timed departure event, duration of a visit, punctuality of the start event for a visit against the scheduled start time of the scheduled visit, duration of a completed visit, the caller identity, the expected caller identity for a scheduled visit, and or a graphical representation of the completeness of a visit such as actual duration of a visit versus planned duration of a scheduled visit.
22. A system according to any of claims 18 to 21, adapted to generate a report to a customer in relation to individual callers.
23. A system according to claim 22, adapted to provide information in relation to duration of visits for an identified caller and or to generate a report related to appropriate pay for an identified caller.
24. A monitoring system according to any preceding claim comprising a remote checking system for checking predetermined functionality of the monitoring system, the remote checking system being adapted to generate an alert message if the actual functionality of the monitoring system does not meet the predetermined functionality.
25. A system according to claim 24, wherein the remote checking system is adapted to call the electronic processor and to determine whether ring tones are detected.
26. A system according to claim 24 or 25, wherein the remote checking system is adapted to receive an incoming call generated by the monitoring system in response to a checking call from the remote checking system.
27. A system according to claim 26, wherein the remote checking system is adapted to log outgoing checking calls and incoming response calls in a database.
28. A monitoring system according to any preceding claim adapted to determine the type of event of a previous call for an incoming call the originating number of the caller of which call has been identified.
29. A monitoring system for monitoring incoming telephone calls routed through a call system, the system comprising an electronic processor and an associated database the system being adapted to detect the originating number of the caller and to store the date and time of an incoming call the number of which has been identified in the associated database, and to store data in the database representative of a type of event such as an arrival or departure event at the site of the originating number.
30. A system according to claim 29, adapted to determine the type of event of a previous call for a new incoming call the originating number of which has been detected thereby to process the new incoming call according to predetermined procedures dependent on the type of event of the previous call.
31. A monitoring system for monitoring incoming telephone calls routed through a calls system, the system comprising an electronic processor and an associated database, the system being adapted to detect the originating number of the caller and to process the call dependent on the actual number of the incoming call.
32. A system according to claim 31, comprising a call holding system which orders incoming calls in a queue based on predetermined criteria and wherein the queuing criteria depends on the area code of the incoming call and or the actual number of the incoming call.
33. A monitoring system from monitoring incoming telephone calls so as to generate data regarding the location and occurrence of the incoming calls; the system comprising an electronic processor connectable to a telephone line and adapted to respond to an incoming call to determine if the call has or has not Caller Line Identification (CLI) and if the original number dialled was a direct dial number such as a free call number to identify the direct dial number dialled so as to identify the identity and location of the incoming call;
and to generate a call in response to an incoming call without actually answering the call.
34. A system according to claim 33, wherein if the identity of the caller cannot be identified, the system is adapted to answer the call and request additional information.
35. A monitoring system for monitoring incoming telephone calls routed through a call transference system, the system comprising an electronic processor and an associated database, the system being adapted to detect the originating number of the caller and the called number to which the incoming call was made before being transferred, to automatically generate a return call to any incoming call the originating and called numbers of which have been identified without answering the incoming call, and to store the time and date of an incoming call the number of which has been identified and data representing the number to which the incoming call was made, or if a message is waiting for an identified caller to answer the call and replay the message.
36. A monitoring system for monitoring incoming telephone calls so as to generate data regarding the location and occurrence of the incoming calls; the system comprising an electronic processor connectable to a telephone line and adapted to respond to an incoming call to determine if the call has or has not Caller Line Identification (CLI), and if the original number dialled was a free call number to identify the free call number dialled so as to identify the identity and location of the incoming call; to generate a return call in response to an incoming call without actually answering the call, to hang up the return call after a predetermined number.
37. A monitoring system for monitoring incoming telephone calls routed through a call transference system, the system comprising an electronic processor and an associated database, the system being adapted to detect the originating number of the caller and the called number to which the incoming call was made before being transferred, to automatically generate a return call to any incoming call the originating and called numbers of which have been identified without answering the incoming call when the incoming has been terminated, to store the time and date of an incoming call the number of which has been identified and data representing the number to which the incoming call was made and adapted to count between the number of rings before the incoming call was terminated so as to identify the incoming call as signifying arrival or departure.
38. A monitoring system for monitoring incoming telephone calls routed through a call transference system, the system comprising an electronic processor and an associated database, the system being adapted to detect the originating number of the caller and the called number to which the incoming call was made before being transferred, to automatically generate a return call of a limited predetermined number of rings to any incoming call the originating and called numbers of which have been identified without answering the incoming call after the incoming call has been hung-up before being answered, and to store the time and date of an incoming call the number of which has been identified and data representing the number to which the incoming call was made, and additionally including the feature of continually ringing the return call if there is a message waiting for the incoming caller.
CA2430529A 2000-11-30 2001-11-30 Monitoring system Expired - Lifetime CA2430529C (en)

Applications Claiming Priority (5)

Application Number Priority Date Filing Date Title
GBGB0029259.9A GB0029259D0 (en) 2000-11-30 2000-11-30 Monitoring system
GB0029259.9 2000-11-30
US09/835,372 2001-04-17
US09/835,372 US6587551B2 (en) 2000-11-30 2001-04-17 Monitoring system
PCT/GB2001/005314 WO2002045394A2 (en) 2000-11-30 2001-11-30 Telephone call monitoring system

Publications (2)

Publication Number Publication Date
CA2430529A1 true CA2430529A1 (en) 2002-06-06
CA2430529C CA2430529C (en) 2011-02-15

Family

ID=26245358

Family Applications (1)

Application Number Title Priority Date Filing Date
CA2430529A Expired - Lifetime CA2430529C (en) 2000-11-30 2001-11-30 Monitoring system

Country Status (11)

Country Link
US (1) US6950505B2 (en)
EP (1) EP1346555B1 (en)
AT (1) ATE423428T1 (en)
AU (2) AU2002222114B2 (en)
CA (1) CA2430529C (en)
DE (1) DE60137711D1 (en)
DK (1) DK1346555T3 (en)
ES (1) ES2322939T3 (en)
GB (1) GB2369748B (en)
NZ (1) NZ526267A (en)
WO (1) WO2002045394A2 (en)

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US7237025B1 (en) * 2002-01-04 2007-06-26 Cisco Technology, Inc. System, device, and method for communicating user identification information over a communications network
US7864939B1 (en) * 2003-04-30 2011-01-04 At&T Intellectual Property Ii, L.P. Call arrangement and connection using messaging
US8781092B2 (en) * 2005-05-16 2014-07-15 Noble Systems Corporation Systems and methods for callback processing
US8036374B2 (en) 2005-05-16 2011-10-11 Noble Systems Corporation Systems and methods for detecting call blocking devices or services
KR100810320B1 (en) * 2005-06-16 2008-03-04 삼성전자주식회사 Originating method using telephone number provided during a digital broadcast in digital broadcast player and digital broadcast system thereof
US7599861B2 (en) 2006-03-02 2009-10-06 Convergys Customer Management Group, Inc. System and method for closed loop decisionmaking in an automated care system
US7809663B1 (en) 2006-05-22 2010-10-05 Convergys Cmg Utah, Inc. System and method for supporting the utilization of machine language
US8379830B1 (en) 2006-05-22 2013-02-19 Convergys Customer Management Delaware Llc System and method for automated customer service with contingent live interaction
GB201019360D0 (en) 2010-11-16 2010-12-29 Care Monitoring 2000 Ltd Reverse look up monitoring system
GB2504650A (en) * 2012-05-14 2014-02-12 Care Monitoring 2000 Ltd Monitoring incoming telephone calls to identify the location of a caller / person being visited by the caller corresponding to the detected called number
US9288312B2 (en) * 2012-05-14 2016-03-15 Care Monitoring 2000 Limited System and method for monitoring incoming telephone calls
WO2014017398A1 (en) * 2012-07-24 2014-01-30 日本電気株式会社 Attendance management device, data processing method therfor, and program
WO2015183900A1 (en) * 2014-05-29 2015-12-03 Alibaba Group Holding Limited Method, apparatus, and system for processing call requests
CN105187676B (en) * 2014-05-29 2021-05-07 斑马智行网络(香港)有限公司 Method and device for processing call request
CN113170019B (en) 2019-01-22 2023-07-18 华为技术有限公司 Incoming call display method and terminal equipment based on application

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US5646839A (en) * 1990-05-29 1997-07-08 Mcic Communications Corporation Telephone-based personnel tracking system
US5255183A (en) * 1990-05-29 1993-10-19 Interactive Voice Data System Inc. Telephone-based personnel tracking system
US5206900B1 (en) 1991-05-31 1998-06-09 David Callele Automated attendant
GB2298760B (en) * 1995-03-03 1999-06-09 Pyronix Ltd Improvements in or relating to telephone line monitoring
GB9508337D0 (en) * 1995-04-25 1995-06-14 Modern Vitalcall Ltd Remote activity monitoring system
GB2349540B (en) * 1999-04-22 2003-09-17 Care Monitoring 2000 Monitoring system

Also Published As

Publication number Publication date
DK1346555T3 (en) 2009-06-15
GB2369748A (en) 2002-06-05
NZ526267A (en) 2005-04-29
ES2322939T3 (en) 2009-07-02
US20040076276A1 (en) 2004-04-22
AU2002222114B2 (en) 2006-08-10
GB0112201D0 (en) 2001-07-11
WO2002045394A3 (en) 2003-03-13
EP1346555B1 (en) 2009-02-18
CA2430529C (en) 2011-02-15
DE60137711D1 (en) 2009-04-02
AU2211402A (en) 2002-06-11
WO2002045394A2 (en) 2002-06-06
GB2369748B (en) 2004-03-17
ATE423428T1 (en) 2009-03-15
US6950505B2 (en) 2005-09-27
EP1346555A2 (en) 2003-09-24

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EEER Examination request
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Effective date: 20211130