Patent Document

TECHNICAL FIELD 
     The present invention relates to method and system for providing enhanced call service features at remote locations and, more particularly, to method and system for providing PBX-like functionality at any away-from-the-office location. 
     BACKGROUND OF THE INVENTION 
     During the past decade, the number of professionals that “telecommute” (i.e., work at home or other “virtual office” locations) has increased significantly. Although the proliferation of various types of computing and telephony equipment has enabled these workers to be effective, there remain a number of office-related advantages that cannot, without great expense, be duplicated at home. Additionally, in situations where an individual spends a significant amount of time traveling, it becomes even more difficult to provide certain advantages, such as PBX-based telecommunication features as are found in most conventional office environments. A private branch exchange (PBX) switch is commonly known in the art as a system useful in providing certain calling features such as abbreviated dialing, call transfer, hold, mute, and others, within an office complex served by the PBX switch. One exemplary PBX switch is the Definity™ switch sold by Lucent Technologies. 
     A PBX switch may be located “on site” as customer premise equipment —CPE—(one example of CPE being the Definity switch sold by Lucent) or located within the communications network and used by one or more different customers. An exemplary network-based PBX is disclosed in U.S. Pat. No. 5,742,596 issued to Y. Baratz et al. on Apr. 21, 1998. With a network-based PBX, the various office locations may be referred to as “remote” in the sense that the physical office locations need to establish a link with the network-based PBX to obtain the desired functionality. The office stations themselves, however, are equipped with the traditional PBX station set equipment. The actual location of the PBX switch, therefore, is of no concern to the office worker. 
     In some situations, “telecommuters” have incurred the expense of adding an additional phone line, or ISDN, to handle the increase in telephony traffic associated with working at home. While this solution is acceptable in some situations, it quickly becomes an expensive alternative for the employer. Further, the “traveling” employee has no “home office” within which to install such equipment, remaining disadvantaged with respect to the personnel at a traditional work location. Indeed, the technology deployed at the home office may “lag” the latest PBX-based innovations found in the office. 
     Thus, a need remains for an arrangement capable of emulating features such as those found on a standard PBX for “remote workers” such as the telecommuting employee or the traveling employee. 
     SUMMARY OF THE INVENTION 
     The need remaining in the prior art is addressed by the present invention, which relates to method and system for providing enhanced call service features at remote locations and, more particularly, to method and system for providing PBX-like functionality at any away-from-the-office location. 
     In accordance with the present invention, an individual at a location “remote” from the office may now have “PBX-like” capabilities, with all communications being controlled by a remote office platform, linked to the remote worker. In particular, the remote office platform is linked to the office PBX system. Features such as abbreviated dialing for in-house calls, call forwarding, call transfer, hold, three-way calling, secretarial pick-up, and more, are provided at a remote location where an individual can connect to the remote platform and have a user interface display available. The graphical user interface (GUI), in a preferred embodiment, is a “soft phone”, displaying a PBX station-like set-up including a handset, call feature buttons, a message center, and the like. 
     The system of the present invention uses a remote office platform that communicates with both the office PBX and a data network coupled to the remote office location. The remote office platform includes the software necessary to “push” the GUI to the remote device and also comprises a database including necessary information regarding each employee permitted to access the “virtual PBX” system. Once activated by a remote worker, the remote office platform communicates with the office PBX so as to communicate all PBX-based requests from the remote location back to the office PBX. In the other direction, all incoming calls to the remote worker&#39;s PBX extension are forwarded by the PBX to the remote office platform and, ultimately, to the remote location. The term “office PBX” as used throughout this discussion is considered to include a customer-premise PBX, a network-based PBX (perhaps being shared by a number of different subscribers), or any other suitable PBX architecture. 
     In operation of the method of the present invention, a remote worker first dials in to the remote office platform and is authenticated. Voice connectivity between the office PBX and remote worker can be provided over whatever telephony connection exists at the remote location (POTS over PSTN, cable, fixed wireless, among others). Data connectivity, used both for “pushing” the GUI interface and transferring all call requests between the remote worker and the remote office platform, may be provided by any suitable data network including, but not limited to, the internet. Ultimately and with the advance of IP telephony, only a single communications network will be needed to support both the voice and data traffic. Since the “remote” worker may be at any location, the system of the present invention is equally applicable in an international environment, where the “remote” worker may be in another country and access the remote office platform via an international connection. 
     Other and further features of the present invention will become apparent during the course of the following discussion and by reference to the accompanying drawings. 
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS 
     Referring now to the drawings, 
     FIG. 1 is a conceptual “virtual PBX” system of the present invention; 
     FIG. 2 illustrates a typical “soft phone” GUI that may be used by a remote worker implementing the virtual PBX system of the present invention; and 
     FIG. 3 contains a block diagram of an exemplary “virtual PBX” system of the present invention. 
    
    
     DETAILED DESCRIPTION 
     FIG. 1 illustrates a high-level conceptual: implementation of the “virtual PBX” system of the present invention. A traditional office environment is shown as including a plurality of stations  10  coupled to a PBX  12  within an office complex  14 . Each station  10  includes a telephone  16  with conventional PBX features such as call forwarding, mute, hold, transfer, etc. As discussed above, an increasing number of workers may spend a portion of the work week at locations other than the office. These workers may be “telecommuters” (working at home or another fixed location) or traveling with no fixed location. In accordance with the present invention, these workers can now have a “virtual PBX station” using a voice network and data network to connect the worker, via a remote office platform, with the PBX in the office (or network, as the case may be). Throughout the remainder of this discussion, the term “remote worker” will be used and is considered to encompass the traditional “telecommuter” working at a home office, a “field employee” temporarily at a company location other than their usual office, “traveling” employees at a client site, hotel or any other facility. In general, an individual working from any location with at least voice telephone access and, preferably, modem access to a data network is considered to fall within the definition of a “remote worker” in accordance with the principles of the present invention. 
     Referring to FIG. 1, an exemplary remote worker  18  is shown as a “telecommuter” within a home environment  20 . In the embodiment illustrated in FIG. 1, a cable connection  22  is used to provide all communication access to home  20 . Other embodiments, using a conventional modem, are also possible and as such require separate voice and data connections into the home (a “two-line” solution). Ultimately, a “one line” arrangement, supporting Ip telephony over a data network is a preferred system for deploying the features of the present invention. For present purposes however, any arrangement capable of providing both voice and data communication with the remote location are acceptable and, at the present time, a cable connection  22  to a cable modem  36  as depicted in FIG. 1 is preferable. At a cable headend  24  as shown in FIG. 1, a voice connection  26  is made to a voice network  28  and a data connection  30  is made to a data network  32 . In an exemplary embodiment, voice network  28  may be the PSTN and data network  32  may be the Internet. Other network connections may be used and all are contemplated to fall within the scope of the present invention. A remote office platform  34 , also shown in FIG. 1, is the critical element of the inventive system and is in communication with both data network  32  office PBX switch  12 . In particular, remote office platform  34  is used to control the communication between office PBX  12  and remote worker  18  so as to provide the PBX-like features at the remote worker&#39;s location. Home environment  20  is depicted as including a cable modem  36  that allows for a “two-line” communication between remote worker  18  and voice/data networks  28 , 32 . In particular, a first line  37  is coupled to a remote worker station set  38  and a second line  40  is coupled to a remote worker endpoint terminal  42 . 
     As will be discussed in detail below in association with FIGS. 2 and 3, remote worker  18  initiates the “virtual PBX station” environment by logging in, via endpoint terminal  42 , to remote office platform  34 . Platform  34  performs security checks to authenticate remote worker  18 , then sends a control message to PBX  12 , via data network  32 . The authentication may take place across an IP virtual private network (VPN), including the use of both a login and password. Thus, only “authorized” individuals will access the IP VPN, and the VPN will perform, the necessary follow-up procedures to grant login permission to the remote worker. Once the remote worker receives permission to enter the “virtual PBX station” system, platform  34  will send a message to PBX  12 , indicating that platform  34  will handle all call flows associated with the remote worker&#39;s office extension. In particular, the “control message” prompts PBX  12  to “forward” all calls to/from remote worker&#39;s office extension directly to platform  34  for call control. Once remote worker  18  is authenticated, platform  34  transmits to remote endpoint terminal  42  (in this case, a PC), via data network  32 , a “soft phone” interface so as create a “virtual PBX” at home environment  20 . Various call flows, both into and out of home environment  20 , will be discussed below in association with FIGS. 2 and 3. In general, remote office platform  34  is used to emulate the PBX environment on the remote endpoint terminal and functions to communicate between PBX  12  and endpoint terminal  42  to control all communication. Importantly, therefore, the PBX station emulation (i.e., user interface) is downloaded only after the remote worker is authenticated; the emulation is not resident in any endpoint terminal device. 
     With the arrangement as shown in FIG. 1, a remote worker will be able to receive calls placed to them at their “office” number, regardless of the remote worker&#39;s current location. Additionally, the remote worker will be able to make outbound calls, via office PBX  12 , using the “soft phone” interface on endpoint terminal  42 . An exemplary “soft phone” display  50  is illustrated in FIG. 2, and illustrates some of the various PBX station-type functionalities available for the remote worker. A graphical handset  52  is included and may be activated to go “off-hook” by a mouse “click”—either to answer an incoming “soft phone” call (forwarded from the office PBX) or place an outbound “soft phone call (to be forwarded to the office PBX for completion). Display  50  may also include a sea of line indicators, in this example, a pair of line indicators  54  and  56  (showing that two separate “soft phone” lines are coming into endpoint terminal  42 ), where the indicators will illustrate the presence of an incoming call (by changing color, for example) or the “hold” state of one call while another is being answered (by “blinking”, for example). Associated with each line indicator  54 , 56  may be a separate “speed dial” list, shown by elements  58  and  60  in display  50  of FIG.  2 . Speed dial list  58 , for example, may be a pull-down menu of a first set of often-called telephone numbers. Speed dial list  60 , which may also be a pull-down menu, may include fax numbers, beeper numbers, or any other telecommunication numbers the remote worker needs. Shown in FIG. 2 is a separate “connect” button  62  and  64  for speed dial lists  58  and  60 , respectively. 
     Part of the graphical user interface included within display  50  is a message area  66 , which may advantageously provide more information than available at a station directly coupled to a conventional PBX. As shown, in the presence of an incoming call, message area  66  displays a message including caller ID information such as ANI and, perhaps, the name of the calling party. Display  50  may also include “message waiting” lights (as commonly found on station sets served by a PBX), such as message waiting indicators  68 ,  70  and  72  associated with “voice mail”, “email” and “fax” messages. Further as found on PBX-based station sets, display  50  includes a set of buttons associated with various call treatments. Referring to FIG. 2, display  50  includes a transfer button  74 , a conference button  76 , a hold button  78 , a mute button  80  and a forward button  82 . A set of display indicators  77 ,  79 ,  81  and  83  are associated with these call treatment functions (used to indicate whether or not the various types of call treatment have been activated). For example, if mute button  80  has been activated (such as by a mouse “click”), indicator light  81  will change in appearance as a reminder that the mute function (i.e., suppressing transmission on the return path) has been activated. 
     An advantage of the “soft phone” virtual PBX of the present invention is that the remote worker may have additional call flexibility beyond that associated with a traditional PBX (such as the speed dial pull-down menus described above). Another extended feature may be the ability to activate additional functionality via a call feature button indicated by “more” button  84  in display  50 . Activation of the “more” button may bring up for the remote worker an additional set of call functionality (for example, initiating conference calls, accessing corporate messages, broadcasting messages to all station sets behind the office PBX, etc.). A further advantage resides in the ability to “upgrade” the PBX functionality at the remote location simply by modifying the software in remote platform  34  used to create GUI display  50 . For example, if an office PBX system is “upgraded” to include speed dialing, this feature may be added to the remote worker&#39;s capabilities at the same time. 
     In an environment where the remote worker&#39;s access to remote office platform  34  is limited to a traditional telephone set (that is, no computer-based data interconnection), the “virtual PBX station” attributes can be provided by using various DTMF tones of a conventional phone to determine call control. In particular, a remote worker may dial in to access the “virtual PBX” system of the present invention, where the dial-in number is associated with remote office platform  34 . Platform  34  may include a voice response unit (VRU)  35  which would then prompt the worker to enter certain information, via the telephone keypad, to verify the authentication of the worker. Once verified, remote office platform  34  will reside as an interface between office PBX  12  and the remote worker, as discussed above. The various PBX-like station features may be implemented by a remote worker using a traditional station set via predetermined combinations of DTMF tones, where these tones are recognized by remote office platform  34  and used to send the proper call control messages back to office PBX  12 . For example, to transfer a call to another extension within the PBX, the remote worker may depress “#2ABCD” (indicating that the call should be transferred to the four-digit extension ABCD). The software within remote office platform  34  is programmed to recognize receipt of “#2” as a request to transfer a call, and will look for the next four digits to provide the transfer extension. This information will then be sent from remote office platform  34  to office PBX  12 , where PBX  12  will perform the actual call transfer function. To forward all incoming calls, the remote worker may depress “#4”. When received at remote office platform  34 , the DTMF tones associated with “#4” will result in platform  34  sending a “call forward” message to office PBX  12 . In a similar fashion, various combinations of DTMF tones may be used to by the remote worker to provide the desired PBX-like features at the remote location. 
     FIG. 3 contains an exemplary “virtual PBX” architecture  100  that may be used in the system of the present invention, illustrating in particular alternative connections between remote workers and an office-based PBX. Common components between architecture  100  of FIG.  3  and conceptual diagram system  10  of FIG. 1 include office station set  10 , office PBX  12 , voice network  28  and data network  32 . Remote office platform  34  is illustrated in detail in FIG. 3, and includes a switch  102 , switch controller  104 , service controller  106  and database  108 . A voice connection  110 , such as a T1 line, is shown as coupling voice network  28  to a telephone switch  102 . A data connection  112  is shown as coupling data network  32  to service controller  106 . Also shown in FIG. 3 are two different types of “remote” workers—(1) a cable modem-based “remote” worker  114 , where both voice and data are supplied over a single line (as is the case in the simplified diagram of FIG.  1 ): and (2) a two-line data and voice remote worker  116 , where a conventional modem is used to provide the data connection and a separate voice line, provided over a traditional PSTN for example, is used to handle the voice traffic. As mentioned above, either embodiment (as well as the single-line embodiment capable of supporting IP telephony) is useful in providing the “virtual PBX” functionality of the present invention. It is to be understood that the various components discussed above may or may not comprise physically separate components, but are viewed in these examples as “logically separate” components. 
     The following discussion will provide details associated with “call flow” to/from a remote worker. As mentioned above, a remote worker must first “log in” to the virtual PBX system of the present invention in order to avail himself of any of the call features discussed above. To log in, a remote worker dials in, via his endpoint terminal (such as PC  42 ) over data network  32  to a security system  118  within service controller  106 . Various security arrangements can be used to authenticate the remote worker and his capability to access the virtual PBX system of the present invention. For example, a personal ID number and password may be used. Other arrangements are possible. Once the remote worker is authenticated, service controller  106  sends a message to switch controller  104 , indicating that the control of all telecommunications with the identified remote work are to be passed by PBX  12  to remote platform  34 . As a result, PBX  12  will now hand off all call control to remote platform  34  for calls received for the remote worker&#39;s identified station  10  within the office (whether the calls originate within the office or outside of the office) and PBX  12  will react based upon instructions from remote platform  34 . 
     As mentioned above, the remote worker&#39;s actual location is not necessary for others to know to reach him at his usual office phone number. That is, a caller places a call to the remote worker in the usual fashion, dialing the office phone number associated with the remote worker (for internal calls, abbreviated dialing-in terms of a 4 or 5-digit number may be dialed; for external calls, the traditional 7 or 10-digit number is dialed). PBX  12 , upon recognition of the dialed number, will “hand off” the incoming call to remote platform  34  via a CTI link  120  to switch controller  104 . The call is then passed to service controller  106  which performs a look-up in database  38  to determine the “reach” number for the remote worker (as controlled by the worker, the “reach” number may be a home phone number, an alternative work location number, a cell phone, or even a hotel phone for a traveling remote worker). Once the reach number is obtained, service controller  106  sends an “incoming call” message to the remote worker&#39;s “soft phone” via data network  32 . If the remote worker is on another call, they have the option to place the first call on hold (such as by “clicking” the “hold” button  78  on soft phone display  50  of FIG. 2) and take the second call. In reality, when the “hold” button is activated on display  50 , a “hold call” message is sent, via data network  32 , back to PBX  12  which will, in fact, place the first call on “hold” within PBX  12 . If there is no answer or a “busy signal” is encountered at the remote location, remote platform  34  will instruct PBX  12  to forward the call to, for example, a voice messaging system (not shown, but may be included within service controller  106 ). Upon being notified that a voice message has been recorded, service controller  106  will send an indication to endpoint terminal  42  that a new voice message has been received, resulting in “lighting” the voice mail indicator  68  on soft phone display  50 . Obviously, in situations where the endpoint terminal does not include a display device, an alternative type of indication (such as an alternative ring) may be used as the indicator. 
     The remote worker is also capable of placing outbound calls from endpoint terminal  42 , where these calls will ultimately be processed by PBX  12 . Therefore, the remote worker may use a speed dialing list (such as one of the pull-down menus  58 , 60 . The request to place the call may be initiated by activating, for example, “connect” button  62  on display  50 . The “call connect” message is then sent, via data network  32 , to remote platform  34 . Service controller  106 , in turn, tells switch controller  104  to instruct PBX  12  to place the call. PBX  12  ultimately connects the parties by launching a first call to the remote worker&#39;s station and a second call to the called party number, then bridges the calls together. In the “virtual PBX” arrangement of the present invention, therefore, the remote worker&#39;s telephone will remain “on hook” for outbound calls until the remote platform calls back to bridge the calls together. 
     In another feature of the present invention, the virtual PBX environment allows the remote worker to initiate a “chat” session with other workers connected to the PBX (either at the office or themselves at other “remote” locations). That is, the remote worker may initiate a session by entering the other worker&#39;s extension (the GUI interface may include a special “chat” icon to initiate this feature). The remote office platform would then translate the entered extension into the electronic address necessary to reach the other worker via the data network. The platform would then form a data connection between the parties to establish the chat session. 
     While the present invention has been described in connection with the illustrated embodiments, it will be appreciated and understood that modifications may be made without departing from the true spirit and scope of the invention. It is to be understood that the particular embodiments shown and described are by way of illustration and in no way intended to be considered limiting. Therefore, references to details of a particular embodiment are not intended to limit the scope of the claims, which in themselves recite only those features regarded as essential to the invention.

Technology Category: h