Extension monitoring in a distributed telephony system
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 comprising:
associating, using one or more processors, a first Internet Protocol (IP) phone that is associated with a first extension with a second extension;
signaling, using one or more processors, the first IP phone to display information about a call offering directed to the second extension;
selecting, using one or more processors, the displayed call offering directed to the second extension using the first IP phone associated with the first extension;
signaling, using one or more processors, the first IP phone to display a plurality of actions executable on the selected call offering;
receiving a selection of one of the plurality of actions executable on the selected call offering; and
executing the selected one of the plurality of actions on the selected call offering.
2. The method of claim 1 , wherein the second extension is associated with a second IP phone, and the first IP phone is a desktop IP phone.
3. The method of claim 1 wherein executing the selected one of the plurality of action includes placing 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 a second IP phone associated with the second extension or by the first IP phone associated with the second extension to monitor the second extension.
4. The method of claim 1 , wherein the information displayed comprises a status of the second extension.
5. The method of claim 1 , wherein information displayed comprises a status of the second extension including whether the second extension is idle.
6. The method of claim 1 , wherein information displayed comprises a status of the second extension including whether the second extension is in do-not-disturb (DND) mode.
7. The method of claim 1 , wherein information displayed comprises a status of the second extension including whether the second extension has an unheard message.
8. The method of claim 1 , wherein information displayed comprises a status of the second extension including whether the second extension has an active conference call with a party other than the first extension.
9. The method of claim 1 , wherein information displayed comprises a status of the second extension including whether the second extension has a held call.
10. The method of claim 1 , wherein information displayed comprises a status of the second extension including whether the second extension has a held or parked call with a party other than the first extension.
11. The method of claim 1 , wherein information displayed comprises a status of the second extension including whether the second extension has a connected call.
12. The method of claim 1 , wherein information displayed comprises a status of the second extension including whether the second extension has an offering call.
13. The method of claim 1 , wherein information displayed comprises a status of the second extension including whether the second extension has both a connected call and an offering call.
14. 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.
15. The method of claim 14 , wherein information regarding a calling party of the call comprises one from a group of a name of the calling party and a phone number of a calling party.
16. The method of claim 1 , wherein information regarding the second extension comprises one from a group of a name of a person associated with the second extension and a number associated with the second extension.
17. The method of claim 1 , wherein one of the plurality of the actions executable is an action that a user navigates between a plurality of call offerings.
18. The method of claim 1 , wherein the first IP phone comprises a soft key associated with the second extension and a portion of a display on the first IP phone is associated with the soft key and displays a number of the second extension.
19. The method of claim 18 , wherein the portion of the display on the first IP phone further displays a status of the second extension.
20. The method of claim 1 , wherein the first IP phone comprises a soft key, and a first portion of a display on the first IP phone associated with the soft key automatically displays a number of the second extension and a second portion of the display is configured to display the information about the call offering directed to the second extension.
21. The method of claim 1 , wherein the first IP phone displays an indicator when more information than the information about the call offering displayed is available for display.
22. The method of claim 1 , further comprising:
associating the first IP phone with a third extension; and
signaling the first IP phone to display information regarding the third extension.
23. The method of claim 22 , wherein the information regarding the third extension includes information about a call offering directed to the third extension, the first IP phone simultaneously displaying information about the call offering directed to the second extension and the call offering directed to the third extension.
24. The method of claim 22 , wherein the information regarding the third extension includes information about a call offering directed to the third extension, the first IP phone displays information about one extension at a time, and wherein one of the plurality of the actions executable is an action that a user navigates between a plurality of extensions to be displayed the call offering directed to the second extension and the call offering directed to the third extension.
25. The method of claim 22 , wherein the information regarding the third extension includes information about a call offering directed to the third extension, the first IP phone displaying information about a call offering directed to the first extension, the call offering directed to the second extension and the call offering directed to the third extension.
26. An apparatus comprising:
one or more processors;
a presentation module executable by the one or more processors to generate a signal that causes a first Internet Protocol (IP) phone to display information including a call offering directed to a second extension and a plurality of actions executable on the call offering directed to the second extension;
a monitoring device interface module executable by the one or more processors to send data to and receive data from the first IP phone, wherein the data received from the first IP phone that is associated with the first extension includes a selection of the displayed call offering directed to the second extension;
a control module communicatively coupled to the presentation module and the monitoring device interface module; and
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.
27. The apparatus of claim 26 , further comprising:
an association module configured to determine whether the second extension is being monitored by the first IP phone, wherein the control module is further communicatively coupled to the association module.
28. The apparatus of claim 26 , wherein information displayed comprises a status of the second extension including whether the second extension has a held or parked call with a party other than the first extension.
29. An apparatus comprising:
one or more processors;
a presentation module executable by the one or more processors to generate a signal that causes a first Internet Protocol (IP) phone to display information including a call offering directed to a second extension and a plurality of actions executable on the call offering directed to the second extension;
a monitoring device interface module executable by the one or more processors to send data to and receive data from the first IP phone, wherein the data received from the first IP phone that is associated with the first extension includes a selection of the displayed call offering directed to the second extension, wherein the selected call offering is an unconnected call;
a control module communicatively coupled to the presentation module and the monitoring device interface module; and
an association module configured to determine whether the second extension is being monitored by the first IP phone, wherein the control module is further communicatively coupled to the association module.
30. The apparatus of claim 29 , wherein information displayed comprises a status of the second extension including whether the second extension has a held or parked call with a party other than the first extension.