Extension monitoring in a distributed telephony system
View Patent ↗A telephony system is presented that enables one user to monitor another user's extension and perform functions on calls destined for the other user's extension. The system includes a server with a telephony management software (TMS) unit, a telephony application programming interface (TAPI) unit, and an application unit. The application unit includes a control module, association module, presentation module, park module, monitoring device interface module, and storage interface module. A server sends information to a monitoring device regarding the status of a monitored extension and calls offering on that extension. A server also enables a user to navigate through multiple calls offering and park a selected call.
1. A method, executed by a computer system comprising a memory and a processor, for enabling a desktop Internet Protocol (IP) phone that is associated with a first extension to monitor calls directed to a second extension, the method comprising:
associating the desktop IP phone with the second extension;
signaling the desktop IP phone to simultaneously display information about a plurality of call offerings for the second extension, wherein the plurality of call offerings are listed in a predefined order;
selecting one of the displayed plurality of call offerings for the second extension using the desktop IP phone associated with the first extension, wherein the selected one of the displayed call offerings is not an active call;
signaling the desktop IP phone to display a plurality of actions executable on the selected one of the plurality of call offerings;
selecting one of the plurality of actions executable on the selected one of the plurality of call offerings;
executing the selected one of the plurality of actions on the selected one of the plurality of call offerings;
receiving instructions that, when executed, would place a call on hold; and
responsive to determining that the call was redirected from the second extension, signaling a switch to park the call at the second extension, wherein the parked call is answered by the second extension or by a monitoring device associated with the second extension.
2. The method of claim 1 , wherein information regarding the second extension comprises information regarding a status of the second extension.
3. The method of claim 2 , wherein the information regarding the status of the second extension comprises one of a group consisting of whether the second extension is idle, whether the second extension is idle and in do-not-disturb (DND) mode, whether the second extension has an unheard message, whether the second extension has an unheard message and is in DND mode, whether the second extension has an active conference call with a party other than the first extension, whether the second extension has a held call, whether the second extension has a held or parked call with a party other than the first extension, whether the second extension has a connected call, whether the second extension has an offering call, and whether the second extension has both a connected call and an offering call.
4. The method of claim 2 , wherein the information regarding the status of the second extension comprises whether the second extension has an unheard message.
5. The method of claim 2 , wherein the information regarding the status of the second extension comprises whether the second extension has an active conference call with a party other than the first extension.
6. The method of claim 2 , wherein the information regarding the status of the second extension comprises whether the second extension has a held or parked call with a party other than the first extension.
7. The method of claim 1 , wherein a call is offering on the second extension and information regarding the second extension comprises information regarding a calling party of the call.
8. The method of claim 7 , wherein information regarding a calling party of the call comprises a name of the calling party.
9. The method of claim 7 , wherein information regarding a calling party of the call comprises a phone number of the calling party.
10. The method of claim 1 , wherein information regarding the second extension comprises a name of a person associated with the second extension.
11. The method of claim 1 , wherein information regarding the second extension comprises a number associated with the second extension.
12. The method of claim 1 , further comprising:
associating the desktop IP phone with a third extension; and
signaling the desktop IP phone to present information regarding the third extension.
13. The method of claim 1 , wherein the predefined order is an order that the plurality of the call offerings were received.
14. The method of claim 1 , wherein one of the plurality of the actions executable is an action that a user navigates between the plurality of the call offerings.
15. An apparatus, comprising a processor and a memory, for enabling a desktop Internet Protocol (IP) phone that is associated with a first extension to monitor calls directed to a second extension, the apparatus comprising:
a presentation module configured to generate a signal that causes the desktop IP phone to simultaneously display information including a plurality of call offerings directed to the second extension and a plurality of actions executable on the calls directed to the second extension, wherein the plurality of call offerings are listed in a predefined order;
a monitoring device interface module configured to send data to and receive data from the desktop IP phone, wherein the data received from the desktop IP phone that is associated with the first extension includes a selection of one of the displayed plurality of call offerings directed to the second extension, wherein the selected one of the displayed call offerings is not an active call;
a control module communicatively coupled to the presentation module and the monitoring device interface module;
a park module configured to park a call at the second extension, wherein the parked call is answered by the second extension or the monitoring device, and wherein the control module is further communicatively coupled to the park module.
16. The apparatus of claim 15 , further comprising an association module configured to determine whether the second extension is being monitored by the desktop IP phone, wherein the control module is further communicatively coupled to the association module.
17. The apparatus of claim 15 , wherein the predefined order is an order that the plurality of the call offerings were received.
18. The apparatus of claim 15 , wherein one of the plurality of the actions executable is an action that a user navigates between the plurality of the call offerings.