Patent ID: 8199899

Claim:
A call management system for an organization comprising: at least one user position, comprising a computer workstation and a telephone apparatus that is associated with the computer workstation; a call management computer comprising a memory; and a digital data network to connect the computer workstation with the call management computer, the memory, 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 being defined by the computer workstation before the call is received, the call management computer to intercept the call directly from a public telephone provider's central office and before any telephone switch of the organization, that is incoming, to a first user position that is included in the at least one user position, the call management computer to determine that the call is for the first user position, the call management computer to monitor the call to determine call content and to interact with the memory and the workstation of the first user position during the call to determine how the call is processed based on the plurality of call processing rules and the call content, the call management computer to process the call according to instructions of at least one applicable call processing rule from the workstation that is included in the plurality of call processing rules thereby providing call control through the computer workstation.