CA2094166A1

CA2094166A1 - Automated attendant for any combination of pbx, centrex and single-line telephones

Info

Publication number: CA2094166A1
Application number: CA002094166A
Authority: CA
Inventors: Patrick J. Melampy; Christopher Rand Sklarin
Original assignee: Patrick J. Melampy; Christopher Rand Sklarin; Boston Technology, Inc.
Current assignee: Boston Technology Inc
Priority date: 1992-04-23
Filing date: 1993-04-16
Publication date: 1993-10-24
Also published as: EP0569164A3; US5515422A; AU695370B2; JPH0654069A; US5402472A; BR9301637A; AU3701593A; AU5229896A; AU670263B2; EP0569164A2

Abstract

AUTOMATED ATTENDANT FOR ANY COMBINATION OF
PBX, CENTREX AND SINGLE LINE TELEPHONES
ABSTRACT OF THE DISCLOSURE

An automated attendant service supports any combination of single-line telephones, CENTREX telephones and one or more PBX in a single logical configuration. Multiple access numbers can be used to call the automated service and calls forwarded from DID
lines can also be handled. The appropriate transfer codes are determined for the switch connecting a caller to the automated attendant service. Subscribers to the automated attendant service may be connected via different types of switches using different call progress signals. Analysis of the call progress signals is performed using parameters specific to the switch used for each call to an extension. The types of transfers supported by the automated attendant service include screened calls in which the caller is prompted to give a name provided identification. The name given by the caller may be stored, together with the time of the call and the phone number of the caller, so that a subscriber may return calls even if the caller does not leave a message.

Description

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AUTOMATED ATTENDANT FOR ANY COMBINATION OF
PBX, CENTREX AND SINGLE-LINE TEI~EPHONES

BA~KGROUND OF T~ ~3~ Q~

Field of the Invention The present invention is directed to an information services system accessed via telephone and, more particularly, to an S information services system providing automated attendant services for subscxibers, regardless of how the subscribers are connected to the public switched telephone network.

Description of the Related Art There are presently many types of computer 3ystems which automatically interact with people via a conventional telephone.
One type of system performs ~unctions similar to a telephone receptionist, including routing calls to extensions, trying more than one extension, taking messayes, etc. This type of service will be referred to as an "automated attendant service".
A known computer system used to provide an automated attendant service is connected between a private business exchanga (P~X) and a central office (CO~ of th~ public switched telephon~ nQtwork (PSTN). When program~ed by a user of the PBX, the systsm intercept~ calls from the CO to a line of the PBX, requests an exten~ion number and routes tha call in accordance with previously stored instruction~ for calls to that extension number. ~hen a person is reached, the call is placed through the system and the PBX. This enables the automated attendant service i ~
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2(3~3~11i6 to again pick up if only one of the caller and the called p~rty break the connection later, but re~uires a large number of ports to handle s~veral calls to di~ferent extensions ~imultaneously.
In addition, other services, such as voice mail, are provided by the same system, but typically there i~ little information passed by the automated attendant service to other services provided on the same system. Due to the position of this known system (between a CO and a PBX) the system can work closely with the PBX, but is limited to serving the PBX and by the capacity of the PBX.

SU~ARY OF THE INV~NTIO~
An object of th~ present invention i~ to provide an automated attendant service u~ing a syst~m which can set up an unlimited nu~her of telephone calls to extensions.
Another object of the present invention i~ to provide an automated attendant ~ervice for any type of telephone, including CENTREX and single-line phones.
A further object of the present invention is to provide an automated attendant service flexible enough to connect a caller to a singl~-line telephone and to extenRions on different PBXs.
A stlll further object of the présent invention is to integrato an automated attendant servlce provided by an information service~ ~ystem with other service3 provided by the information service~ system.

, Yet another object of the present invention is to store information obtained from telephone callers when a called party is not reac~ed, even if the caller does not leave a messaye.
The above objects are attained by providing a method of automatically answering telephone call~ for subscribers of an automated attendant service, comprising the ~tep~ of: obtaining an extension number from a caller using an audio menu to prompt input of the extension number; ~ignaling a ~irst physical switch connecting the caller to the automated attendant service to place the caller on hold; and calling the exten~ion number input by the caller. If the called party answers the call and an indication is received to connect the caller to the called party, the caller i5 directly connected to the exten~ion number and all connection to the system providing the automated attendant cervice is severed. Thi~ enabl~s a system according to the present invention to make simultaneous connection~ ~or as many calls as supported by the central offic~ and for sub~cribers with any kind of phone including CENTREX and single-line phones. If the called party is not connected to the caller, a failed call procedure is performed.
In tho pr~erred embodiment, subscribers tD the automated attendant s~rvice may select from a plurality of trans~er types, including a ~cr~Qned tran~fer. In a scr~ened trans~er thQ caller i~ prompted to ~peak a name to provide identification of the caller. The response to the prompt is temporarily stored and i a called party is reached, the automatQd attendant service ; , , i..

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20~41~6 reproduce~ ths response. If the caller is not connected to the called party, the response may be stored, together with the time of the call, and if available, the caller's telephone number. In addition, i~ the call~r leaves a message, the message is also stored.
These objects, together with other ob~ects and advantage which will be subsequently apparent, reside in the details of construction and operation a~ more fully hereinafter described and claimed, reference being had to the accompanying drawings forming a part hereof, wherein like reference numeral~ refex to like parts throughout.

BRIEF DESÇBIPTIO~ OF TH~ ~RAWIN~
Fig. 1 i~ a block diagram of an in~ormation services system according to the present invention connected via a central of~ice and other switches to talephones:
Fig. 2 is a block diagram of an application processing unit in the information services system of Fig. l;
Fig. 3 is a data structurQ diagram of data used in an automated attendant service according to the present invention;
Fig~. 4A-4F are sa~ple screen~ used for administration by syst~m admini~trator~ of an infor~ation services system in the maintenanc~ o~ an automated attendant serv~ce:
Figs. 5~-5AA are flowcharts of a ~ample voice interfac~
betwaen an informat:Lon services system and tha account administrator of an automated attendant service:

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~ 2~9~:~66 Figc. 6A-~ ars flowcharts of a voice interface between an information ~ervice~ system and a subscriber to an automated attendant servic8; and Figs. 7A-7J are flowchart~ ~or a callQr inter~ace ln an automated attendant service according to the present invention.

ESCRI~I0~.0~ T~ ~R~FE~b~ S~
Before describing the operation of an automated attendant service according to the present invention, an information services sys~em capable of providing automat~d attendant services will be describQd. As illustrated in Fig. 1, telephones 10-13 are connected, directly or via P8X's 15, 16 to a central office 20 in the public switched telephone network (PSTN). As described in U.S. Patent No. 5,029,199 and U.S. Patent Application Serial No. 07/594,648 which are assigned to Boston Technology, Inc. and are both incorporated herein by refsrence, ths central office 20 is also connected to an information service~ system ~2. The information service~ sy~te~ or platform 22 includes a digital switching systsm (DSS) 23 controlled by a control unit 24. The DSS 23 is connected to the central office 20 via multi-line hunt group (MLHG) 26. If the c~ntral office 20 i~ a digital central office, tho DSS 23 can bQ connected directly to tha MLHG 26. If the central offic~ 20 is an oIder analog central office, a channel bank 28 i~ provided in an analog-to-digital conversion unit 30 to connect the DSS 23 to the MLHG 26. In addition to voice band signaling, the central office 20 typically provides 2~9~
information via a protocol, such a~ thQ simplified message desk interface (SMDI), between a modem 32 in analog-to-digital conversion unit 30 and a modem 34 for the central office 20.
~he control unit 24 preferably includes at least two master control units (MCUs) 38, 400 A3 described in U.S. Patent 5,029,199, only one MCU ha~ control of the DSS 23 at any given time. A switch 42 is illustrated lndicating which MCU has control of the systam, although a physical switch 42 may not be present. The services of the in~ormation service~ platform 22 are provided by application processing unit~ (APUs) 44 which are connected to each other and to the MCUs 38, 40 via an int~rnal bus 45, such as an ETHERNET network. An APU 44 may be dsdicated to a specific function, such as voice processing or facsimile processing, or may be multipurpo~e units, ~uch a~ APU~ 441 and APUn 44n. All of the APUs 44 are connected to the DSS 23 via a digital line, such as a Tl line.
An example of an application processing unit 44 is illustrated in Fig. 2. A central processing unit (CPU) 58, such as an INTEL 8038Ç, is connected to a memory 60 via a conventional 32 channel bus 62. Connections to other device within an APU 44 are provid2d by a pa~cive backplane 63. These devices include hard driv~s 64, 66 connected to a disk controller 6B which also control~ a ~loppy drive 70. An internal communication link 7~
~uch as an ETHERNET communication link, connect~ the APU 44 to other processors in the platform 22, such as the MCUs 38, 40 in the control unit 24 and other APUs 44. Digital ports 74 connect ~' ' . .

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the passive backplan~ 63 to the digital switching systPm 23 via a telephone communica~ion standard Tl inter~ace 76. The digital ports 74 may be provided by line cards which include DTMF signal detection and generation, such as Model No. D/41 fro~ DIALOGIC
Corp. of Parsippany, New Jersey. other input and ou~put may be provided by multi-I/0 unit 78. All the components in an APU 44 may be conventional, a~ disclosed in U.S. Patent Application Serial No. 07/594,648.
The platform 22 illustrated in Fig. 1 can be used to provide many types of information services. Voice mail processing is described in detail in U.S. Patent No. 5,029,199. At the same time, one to all o~ the APUs 44 may be operated under the control of the control unit 24 to provide an automated attendant sarvice for one or more group~ of ~ubscribers. An automated att~ndant service according to the present invention is capable of servicing any combination of single-line telephones 10, CENTREX
telephones ll and telephone~ 12, 13 connected to a central office 20 via one or more PBX 15, 16. To si~plify terminology, all telephones used by subscribers o~ an automated attendant service according to the present invention will be referred to as having an extension number, 0ven though single-line telephones 10 and CENTREX telephone~ ll are not extension~.
The flexibility of an automated attendant service according to the present invention is made possibl~ by the information which is stored in a database. A portion of the administration database of the inf~rmation services system is illustrated in ~.

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2 ~19 Fig. 3. The mo3t important types of data used to provid automated attendant service~ is illustrated in Fig. 3, but other data required to support other services are not illustrated.
In a database maintained in the control unit 24 are user 5 records which exi-t and correspond for every telephone number provided with any type of service. A user record includes a num~er of flags indicating the options accessible to the associated user. The flags include a flag indicating whether the telephone number corresponding to that user record is provided with an automated attendant service, whether the user record represents a site manager and whether the user record represents an access number o~ an automat~d attendant account.
Illustrated in Fig. 3 ara system 1~VQ1 records dsfining automated attendant services provided in the preferred embodiment. A list of automated attendant accounts 102 includes records containing an account identi~ier and information regarding who is re~ponsibla ~or th~ account. Typically, this information will includ~ a company name and may include other information, such as address, password(s) for access to the account, billing typ~, 2tC. Much of this information may appPar in a sin~ , or in other ~iles which are referenced using the account id~nti~ier or the company name.
In addition to the basic account information 102, othar data which may be used in any-automated attendant account is also included at this level. In the preferred embodiment, switch configuration data 104 is provided to enable more than one PBX, :

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-2 0 ~ i 5 CENTREX line~ and ~ingle line telephones to be serviced by a single automated attendant service. As indicated in the micro~iche appendix, the switch configuration data 104 includes a physical switch type, e.g., CENTREX2 or ROLM, transfer codes that are used in signalling the switch and call progress identification data. When a line card ~rom DIALOGIC provides the digital ports 74 in the APUs 44, the line card interprets call progress signals, e.g., ringback, busy, etc. Since dif~erent switches may produce slightly different call progress signals, 10 DIALOGIC cards are progra~mable using call analysis parameter~
which tailor the call analysis progres3 signal monitoring to the signals produced by a physical switch type. The call progress identification data in the switch con~iguration data 104 identifie~ a file o~ call analy~is paramet~rs to be used by the 15 DIALOGIC card. Other programma~le call progress monitoring systems can be controlled in a similar manner.
In the preferred embodiment, automated attendant services are tailored to the subscribers. While this could be done on an account-by-account basi , there are likely to be several accounts which will have the 9amQ configuration or cla~s of service.
Therefor~, cla~s og sarvice settings 106 arQ preferably defined at a high l~vel, ~o that accounts can be set up with any of the defined classe3 og ~orvice.
Below the data 102, 104, 106 which refar to many automated attendant account3 in Fig. 3 appear data ~or an individual automated attendant account. An access numb~r table 112 includes , ;

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at least one access number used to directly call the automated attendant ervice and a switch identifier indicating the physical switch type used ~or transfers ~rom that ac~ess number. In other words, access numbers are telephone mumbers that a caller from, e.g., telephone 10 (Fig. 1) can dial which are routed by the central office 20 to the information service~ platform 22 in a process described below. In most case~, the call will be routed directly through the central office 20 and the physical switch type will therefore be CENTREX. However, u~der certain circumstances, described below, the switch used for transfer operations of the caller's line would be a PBX. Since the access number is used to point to a specific automated attendant service, each access number in the access number table 112 is unique to that automated attendant servic~ and will not appear in the acces~ number table of any other automated attendant account.
Just ~s the acces~ number table 112 has a field which identifies the physical switch type for incoming calls, an extension specification matrix (ESM) 114 has a field which identifies the physical switch type for outgoing calls transfers.
The extension specification matrix 114 correlates extension numbers to 3s~eral data fields, including telephone numbers and at least ono witch identifier. As illustr~ted in Fig. 4C, the extension specification matrix 114 preferably uses ranges of starting and ending extension~ and digit~ to be prepended to the extension to form a telephone number or other address. The extension specification matrix 114 of the preferred embodiment of , 209~ 6~
the invention includes a subscriber account number and a default voice mail account in addition to the telephone numbex that must be dialed by the automated attendant service to reach the extension. Also, codes indicating access rights and connection type are included. The acces rights code indicates the level of security required to make change to a particular entry in the extension specification matrix 114. The connection type code indicates whether the extension is connected using the central office or P8X, or whether a tie line is used. The switch lo identifier is used to select one of the records in the switch confiquration 104. The information obtained from the selected record is used for call analysis during call trans~ers to an extension in a row of the extension specification matrix 114.
The present invention support3 multi-divlsional automated attendant services for a 9ingl8 company. Each diviqion may have a different automated attendant servic~ account, accessed via a different telephone number with a different greeting. However, it is commonly desirable to permit callers to requ2st an extension in another division. Therefore, the extension numbers and other addresses in tha extension specification matrix 114 for one automat~d attendant service account may appear in another extension ~p~cification matrix 114 ~or another automated attendant service account.
Typically, most subscribers to an automated attendant service will use similar features. To simplify setting up .
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subscriber record~ (described below with reference to Fig. 4F), account de~ault setting~ 116 are established for each account.
As illu~trated in Fig. 4D, the account defaults 116 preferably include class of service and how the automated attendant will respond to a failed ca.ll to an extension. Th~
clas~ of service corresponds to one of the classe~ of service 106 specified for all automated attendant accounts on the information services platform 22. A busy/ring-no-answer ~B/RNA) call action scenario idantifies how the automated attendant 3ervice will respond when a busy signal or no answler after a predetermined num~er of rings is received from a called extension. Examples of call action scenarios will be discussed below with reference to Fig-~. 4F and 7G-7J. Other field~ include the nu~ber of rings which must be recelved before a ring-no-answer will be determined, the type of transfer used to call exten~ion~, whether an announcement i~ used in making a tran~fer, etc.
There are many types of announcements and prompts used by an automated attendant sarvice. Many of these will be discussed below as the operation of an automated attendant service is de~cribed with reference to Figs. 7A-7J. Ganerally speaking in the preferr~d e~bodiment there are seven types of announcements:
welcome, initial, busy, ring-no-answer, end, emergency and subannounce~en~. Announcament map~ are u~ed to indicate the procedura(s) as~ociated with each announcement recording.
As illustrated in Figs. 7G and 7I, examples of destinations for announcement maps include invalid entry: transfer to another :,, : ', - , ` ` ,,.

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extension; transfer to voicemail, either gen~rally or to a specific voice~ail box; subannouncement; directory; hangup; and human operator. Other options vary by announcement type and may include options such as hold for party and return to initial announcement. As indicated by the ellipsis following the announcements and maps 118, additional data relevant to an entire automated attendant account may be included~ Of course when there is more than one automated attendant service account, there are an access number table 112, extension specification matrix 114, account defaults 116 and announcements and maps llB for each account.
~ s noted above, each extension serviced by an automated attendant service has a subscriber record 122 defining how to handle calls to that extension. As illustrated in Fig. 4F, a subscriber record include~ fields for subscriber specific class of service and subscriber specific re3pons2 for failed calls to the extension. When a subscri~er record is created, most of the fields are initially filled using the account defaults 116. Only the first and last name corresponding to a subscriber extension is required. A per~onal operator extension field is provided if the personal oper~tor option is selected, but this ~ield is not filled by de~ault.
Using the ~ile structure dascribed above, an automated attendant service according to the present invention can be set up using the screens illustrated in Fig3. 4A-4~ and the ~lowchart~ illustrated in Figc. 5A-5AA. In the preferred "' ' ', ' . ~ :
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embodiment, there ars at least three levels of security. At the highest level, a system administrator working for the company which operate~ the information services platform 22 creates user records, switch configuration data 104 and class of service 106.
In addition, the system administrator initializes the access number table 112, extension specification matrix 114, account defaults 116 and announc~ment maps 118 for each account. The system administrator accesses the database illustrated in Fig. 3 via a screen interface which i~ used to admini~ter other services provided by the information services platform 22. The screen interface may be built using a software packa~e like the JYACC
Application Manager from JYACC, Inc. of New York, New York. The screen interface is used in a conventional manner to create records associat~ng account nu~ber~ with account names and other information pertinent to a specific account.
The switch configuration data 104 may be created using a screen like that illustrated in Fi~. 4A. The information following the colons on the fourth through ninth lines is entered to provide a switch identifier for a physical switch type and transfsr codes. In the preferred embodiment codes similar to those u~ed 1~ th~ indu~try standard modem co~mand set are used, including 9~" to indicate that a flash hook should be per~ormed, "w" to indicat~ that the system should wait for a dial tone and "hl' to indicate a one-haif second pause. The ~*~ 1#1- and digits 0-9 are used to ind:Lcat~ generation dual tonQ multifrequency (DrMF) tones produc~d by a conventional 12-key telephone. The 2~9~

"transfer start" codes are used to place the caller on hold or otherwise enable a transfer o~ the caller to an extension. The "transfer complete" codes are used if mora than a hang-up is required to complet~ the transfer. The pullback codes are used to reconnect to the caller in the event oP an unsuccessful call to an extension.
The table of trans~er types indic:ates which of the six trans~er types used in the preferred embodiment are supported by the physical switch typ~ and which call analysis parameters (CAP) file i~ to be used in monitoring each trans~er typa In a blind transfer, the transfer complete codes (if any) immediately follow the dialing of an extension and an on-hook signal is then generated, i.e., the system 22 hangs up. The remaininq five transfer type~ are all monitored transfer type The "monitor"
type will use th~ busy and RNA pullbacks if ther~ i5 no answer at the extension. The "busy-monitor" type is similar except that as soon as a ringback i~ detected, the tran~er i~ completed. In a 'Iscreened" transfer, the caller is prompted to speak a name identifying the caller which ie used as a caller announcement when the call to th~ extension i~ answered. An l'announce called party" typ~ i3 u~ed wh~r~ several people shar~ a single physical extension, but havs separats extension number~ that may be dialed by a caller. the extension specification matrix 114 ls used to convert the individual extension number into a telephone number dialed by the system 22 and the individual extension number is used to access a called party announcement identified in the , - : : "

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subscriber record 122 to request the called party when the extension is answered. The person answering the call may hang up if the called party is not there and the automated attendant service handles the call as a ring-no--answex. The 'Icalled party screen" type combines both featurea O~e the "screened" and "announce called party" types.
The classes of service 106 used by automated attendant servicss on the system 22 may be crea1ed using a screen like that in Fig. 4B. A typical class of service, ~or small businesses, is illustrated in Fig. 4B. The specification~ indicate the maximum number of announcements, the maximum length of each announcement and ths maximum number of subscribers in an account, together with the type of ~reeting used. The assignments indicate what restrictions are placed on tha account administrator and what features are enabled.
A3 noted above, the ~yste~ admini~trat~r also has to create the access number table 112 and an account administrators table 113 with at least one user and initialize the extension specification matrix 114, account default 116 and announcements and maps 118. The accass number table 112 may be a simple correlation o~ number~ or other addresse~ u~ed to acce~s the automated att~ndant ~ervico and the physical switch type used to place the callers on hold wh~n an extension i~ called. This permits mor2 than one access number to be ssrviced by a single automated attendant s~rvice, even 1~ the callers are connected via different physic:al switch type3.

~09~1~6 Initiali~ation of the extension specification matrix 114 create~ database records with the fields previously de~cribed for the extension speci~ication matrix 114. For some accounts, the system administrator may al~o set up the exten~ion specification matrix (ESM) 114 using a screen lik~ those illustrated in Figs.
4C. In the preferred embodiment, the ESM screen allows the system administrator to ent~r starting and ending extension numbers for a range of extensions which may contain one extension number to thousand~ of extension number~. The phone numbers which are dialed to reach that extension are entered with any leading digits that are the same for all number~ in the extension followed by dots which are replaced by the digits in the extension within the rang~. If ther~ are fewer dots than in the extension, e.g., if there were three dots in~tead of four in the illustrated default subscriber telephone number, only the last three digits of the extension would be used~ This permits the numbers to be dialed to be di~erent from the extension number, providing greater flexibility. To permit ranges to include leading zeros without reguiring entry of a leading zero, leading zero~ are inserted i~ there are fewer digits in the extension number dialed by a caller than there are dots in the correspondlng telephone number field. The remaining data enter~d by the systec admini~trator using the screen illustrat~d in Fig.
4C provides account number~, access rights, connection types and switch identifierY a~ described above for the exten~ion specification matrix 114.

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The account d~faults 116 may be entered using screens like those illustrated in Figs. 4D and 4E. In addition to in~ormation regarding who is responsible ~or the account, default settings are created. These defaults are copied into subscriber records when they initially created as discussed below with reference to Fig. 7F. Included in the defaults are a trans~er type, transfer announcement and B/RNA call action scenario which determines the response of the automated attendant service to a failed call.
Usually the subscriber record~ 122 will be created by the account administrator and individual subscribers using voice interfaces as described below wlth referenre to Fig~. 5A-5AA.
Howsver, the sy~t~m administrator also has access to subscriber records via the screen interface. An example of a screen used for accessing subscriber record5 122 ~s illu5txated in Fig. 4F.
As illustrated in Fig. 4F, most of the default from the account default settings illustrated in Fig~. 4D and 4E are used by the ; illustrated subscriber r~cord. How~ver, the B/RNA call action scenario has been changed and the transfer announcement has been changed from "sil-name" to "sil-ext". In the preferred embodiment, tha de~ault "~ name" announc~ment is "Please hold during a mo~nt o~ silenee while I ring (sub criber's name),"
whils the announc~ent chosen by this s~b~criber, "sil-ext", is "Pleasa hold during th~ silence." Other announcements or modification3 to these announcements may be u~ed a~ known in the art.

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As noted above, each automated attendant account has an account admlnistrator who ha~ acce3 to at least the extension specificatlon matrix 114, account defaults 116, announcements and maps 11~ and subscriber record~ 122 within the restrictions created by the system administrator. For example, if the system administrator has entered an "Rl' in the access rights for an entry in the extension specification matrix (see Fig. 4C), the account admini~trator may not make any changes to thi~ entry, i.e., may not update the entry, which would be permitted if the lo access rights field had a "U". Acces~ to the flles via the voice interface is obtained by dialing a number corresponding to an entry in the account administrator~ tabla 113 for the automated attendant, entering a menu option (which may be hidden, i.e., not included in the announcement~ and responding to a prompt for a pa~sword. The password security providQs a level of access to an account administrator which is not as extensive as the system administrator, but greater than the level o~ access of a subscriber who is limitsd to accessing the ub~criber's own records 122.
A set of flowcharts illustrating the voice interface for account administratorR is provided in Figs. 5A-5A~. As illustrat~d in Fig. 5B, i~ the system administrator does not fill : in the account namQ in~or~ation in th~ account defaults 116, the account admini~trator is required to enter the information before proceeding. In addition, as illustrated in Fig. 5A, an opportunity will be given to initiate ths extension specification ma.rix 114. The main audio menu ~or the ac~ount administr~
illustrat~d in Fig. 5D and provldes access to the extension specification m~trlx 114, account default3 116 and announcements and maps 118. In the flowcharts Fig. 5B-5AA, the audio prompts are illustrated in rectangular boxe~ w~th rounded corners and the ~ no actions tak~n in respons~ to po~llblo reepons~s are indicated by elongated hexagon~ with one of the digits 0-9, "~"
or "*".
A sub criber aecesses the subscri.ber records 122 via a subscribQr account interface havlng the structure illustrated in Figs. 6A-~. As illustrated in Fig. 6A, a subscriber may change ths greetings, provide an altQrnate extension, modify custom features including s~tting up a personal opQrator~ or specify a transfer type. As illus~rated in Fig. ~, when tha "screened"
transfers and "call2d party screen" transfers (types 5 and 6) are Qelected, the sub3criber i~ given the option to save the names given by the callers, together with any me~sage they may leave.
In addition, all tran~fer types have the option of recording the time and i~ available, the phonè numbsr~ of all callers, regardless o~ whether thsy leav~ a me~sage. In most CaSeB the caller's phone number will be available via the SMDI received via modem 32 (Fig. 1). These two options provide subscriber with the ability to return or at least identi~y call~ even if the caller does not leave a message.
After the database illustrated in Fig; 3 has been set up as described above, the ~utomat~d attendant serY1ce processes calls - 20 ~

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as illustrated in Figs. 7A-7J. ~hen a call is received 140 by the information services system 22, tha control unit 24 determines 142 whether caller ID information is expected via out-of-band signalling, such as SMDI, for the trunk used by the call.
If such information is expected, the control unit 24 waits 144 for five seconds to receive the telephone number of the caller and the nu~ber called by the caller frsm, 2 . g., SMDI. If the call information is not expected or not r~ceived after waiting ~or five minutes, the caller i-~ connected 146 to a port of one of the APUs 44.
The APU 44 determines 148 whethsr a direct inward dial (DID) number is expected. If so, th~ DID address is obtained and resolved 150 into a full address. I~ a DID number i not expected, the APU determine~ 152 whether there i~ a default account for the APU port. When the resolvQd DID addr2ss i3 invalid and when there is no default account, the caller is requested 154 to input the number dlaled in a manner described in more detail below with refarence to Fig. 7Bo If a valid address is obtained lS0 or a default account wa~ found 152, the address is used to read 156 a u~er record. User records ars included for the acce~ n~mber~, account administrators and ~ubscribers of automat~d attsndant ~ervice~ , e . g ., direct inward dial ( DID~
number~ and CENTRBX nu~ber~. There are u~er record~ for all services which are stored in one of the ~CUs 38, 40, and cached in the APUs 44.

2~9 ~166 If the call information was obtained in step 144, the APU
determine3 158 whether the call wa~ forwarded. In the case of a forwarded call, the called party addrass is resolved 160, otherwise tha address of the calling party is resolved 162. The resulting address is used to obtain 164 a user record. If no user record exists when requested in steps 156 or 164, a dialed number inquiry is performed 154. If a user record is found 167 when no caller ID information wa~ available via, e.g., SMDI, or it is determined 168 from the call information that the call was forwarded, processing continues depending upon the services subscribed to by the user, as described below with reference to Fig. 7C. When the call information is available for a call that was not forwarded, the preferred embodiment assume~ 170 that the caller is logging into the information service~ system 22 and gives 172 the caller three attempts to enter a correct password.
If the APU ~4 determines that a correct password was entered, processing continues in a logged in state as described below with reference to Fig. 7D.
As illustrated in Fig. 7B, when it is necessary to obtain an address from a caller, e.g., when the addres~ resolved in step 150 is invalid, or tho APU port does not have a default account, or no user record exi~ts, the caller is prompted 180 to enter a voice mailbox and the digits entered are resolved 182 to form an address. The caller is ~iven 184 three attempts to enter an address which is valid 186 and has a us~r record 188. After the '~
.:: , 2 ~ 6 u~er record i read 190, it is determined 192 whether the caller indicated ~ request to be logged in or ~or additional service.
As illu~tratQd in Fig. 7C, when ,a caller requests additional service, ~irst it must be determined 200 whether the user 5 identified by the user record, e.g., obtained in one of ~tep~
156, 164 and l9o, has automated attendant service. If automated attendant service is not available, the call is processed by voicemail to leavQ 202 a message ~or the u~er, i.e., the called party. If the user record previou~ly obtained ha~ the automated attendant service flag set, it is determined 204 whether the user record is for an access number. If the APU 44 identi~ies 204 the numbsr called as an automated attendant acces3 number, call processing will be perfor~ed by that APU 44. The database for automated attendant service~ illustrated in Fig. 3 i~ stored in the control unit 24. The access numb~r table 112 is used to identify the physical switch type and the announcement~ and maps 118 ar~ read to sele~t an appropriata announcement. A valid acces3 number has a parent account which is loaded 206 and the .
call is processed as described below with reference to Fig. 7E.
If no parent account exi~ts, there i~ an error in the configuration of tha p~rent automated attendant service and an alarm i3 is~u~d 208.
I~ thQ us~r record i~ not for an acces~ numbex, it i5 either for a subscrib~r or an account admini~trator. Account administrator proce~ing was described abov~ with respect to Figs. 5A-5AA. If the user record indicate~ 210 that ~he number - ~3 -~0~16~
called is for an individual subscriber of an automated a~tendant service, th0 subscriber record 122 for the called number is read Z12 to obtain the account number of the parent automated attendant account. If no parent account exists, an alarm is ; 5 issued 214 to indicate that there is an error in the configuration of the automated attendant service. When the parent account is available, the parent account of the subscriber record is loaded 216 to access the extension specification matrix 114 to identi~y the physical switch type for calls ~orwarded from the subscriber's telephone number ~nd to select the appropriate announcement as described in more detail below with reference to Fig. 7F.
When it is determined, e.g., at steps 174 or 192, that the caller has properly logged in, the ~teps illustrated in Fig. 7D
are performed. First, it is determined 220 whether the user, i.e., the caller, has voicemail. If so, voicemail service is performed 222 permitting the caller to reproduce, delete, forward, etc. messages stored by others. When voicemail opsration is completed, it is dete~ined 224 whether other services are desired. If the user requests other services, or does not ~ub~crib~ to voicemail, the av~ilable services are presented 226 a~ an audio menu. I~ no valid choice i5 made from the menu o~ servlces or the caller does not reguest other services, processing ends 228. When a valid choice is made, the requested service is performed 230.

, .

. . , , ~

2~9~1~6 When a call is received on one of tha access numb~r~, i.e., the parent account has been loaded in step 206, th~ processing illustrated in Fig. 7E is performed. First, it is determined 232 whe~her any special flags are set, indicating, e.g., an emergency situation at the offices of the subsc:riber~ for the parent account. If no flags are set, a welcome announcement is reproduced 234, otherwise, the approp:riate emergency announcement is reproduced 236. After the appropr.iato greeting announcement has been reproduced 234 or 236, an in.itlal announcement which is determined by time-of-day and day-of-week is loaded 238 and proc~sing continues as described below with re~pect to Fig. 7G.
When it has been determined 210 that a call is being proce~sed which was originally to a subscriber, the steps illustrated in Fig. 7F are performsd prior to the steps illustrated in Fig. 7G. If it i~ determined 240 that the emergency flag is set, the sa~e e~ergency announcement reproduced in step ~36 is reproducQd 242. Regardless of whether the emergency flag is set, a busy/ring-no-answer announcement (deter~ined by time-o~-day and day-of-week) i5 loaded 244 and then proce~sing is continued as described b~low with respect to Fig. 7G.
Th~ ba~ic caller procassing for an automated attendant service according to th~ pre~ent inv~ntion i9 illustrated in Fig.
7G. An appropriate announcement loaded in step 238 or 244 is reproduced 250 and thQ re~ponse by the caller i~ obtained 252.
If it i3 determin~d 254 that the respon~ is a valid extension, - ~5 -` ~:

2 0 ~ 6 proce~sing continue~ as described below with reference to Fig.
7H. If a valid exten~ion i not received in step 252, the response i~ checked 256 for a valid map choice, i.e., one of the options presented in the announcament reproduced in step 250. If valid, processing continue~ as de~cribed below with reference to Fig. 7I. If no valid extension or map choice was entered, an invalid choice message is reproduced 258.
When it has been determined, e.g., in 5tep 254, that a valid extension has been obtained, the extension sp~cification matrix 114 for the automated attendant servica is accessed using the extension number. The extension ~pecification matrix is used to convert 260 the extension number lnto a phone number that can be output via the digital ports 74 under the control o~ the CPU 58 and used to identify the subscriber account number for that extension. The correspondin~ subscrib~r record 122 i~ read to determine transfer type, call action scenario, and other information required for handling th~ transfQr. I~ it is deter~ined 262 that the transfer type i~ a screened call or a called party screen, the caller i3 prompted 254 using conventional VoicQ synthesis circuitry in the line card to speak a nama which ldentifie~ the caller and can be used as a caller announcem nt.
When tha automated attendant service is ready to be~in a transfer operation, the switch connecting tha caller to the automated attendant service i~ signalled ~ith the tran~fer code(~) specified in the trans~er start field of the switch i .

2~9~S~
configuration 104 identified by the switch identifier in the access number table 112 if the caller directly called the automated attendant ~ervice, or ln the extension specification matrix 114 if the call wa~ forwarded from a subscriber telephone.
This places 266 the caller on hold, so that the APU 44 providing the automated attendant service to the caller can outdial the telephone number obtained from the extension speci~ication matrix 114. If the trans~er type obtained from the ~ubscriber record 122 is a blind transfer, the APU 44 providing the automated ~ttendant service will generate an on-hook signal and the caller will be transferred to the extension number and hear the call progress signals. Any of the other transfer type~ will be performed a~ described above with respect to Fig. 4A.
The call analysis parameters identi~ied in the switch configuration data 104 for the physical switch type identified in the extension specification matrix 114 for the particular extension dialad (e.g., P~X 15 for extension 12 in Fig. 1) are used to analyze the call progress signals. I~ the call is answered and the transfer procedure identified by the trans~er type determine~ 268 that th~ caller should be connected, the APU
44 providing ~ha auto~at~d attendant service gsnerates 270 an onhook -~ignal. If th3 caller is not connect2d, it is determined 272 whsther to save information regarding this call. If tha call storage option is enabled in the subscriber record 122, the time and, if available, tho caller numbsr are stored 274 as a message for the ~ubscriber by the APU 44 using one of the hard drives 64, 2 ~ 9 !~166 66 or any other conventional way of ~toring messages. In addition, i~ the trans~er type i~ one of the two screened transfer types and the subscriber has requested the name storage option, the name given by the caller as a caller announcement is also stored 274 as part of the ~essage.
As indicated at the bottom of Fig. 7H, if the caller is not connected (and after saving infsrmation on the call, if enabled), a busy/ring-no-answer announcement is lo~ded 275 and call processing continues with the steps illustrated in Fig. 75, as described above. Thu-~, the caller has an opportunity to enter 252 another valid ext~n~ion in an effort to reach someone else.
Whether on the first time that th2 busy/ring-no-answer annoUnCemQnt i~ loaded 244 and reproduced 250, or upon a later reproduction of this announce~ent, the caller may enter anoth~r option. These options may b~ ~urth~r cu~tomized ln call action scenarios, on~ of which mu t be ~elected by (or Por) a subscriber.
There are many po~sible call action scenarios defining procedures for failed call3. Preferably a default scenario is defined which doe~ not reguirQ any recorded greetings by a subscribsr. Some scenarlos may include in~orming the caller of the statu~ Or th~ call, e.g., the extension wa~ bu~y or was not answeredO Oth~r call action scsnario~ pre~erably are provided which reproduco a grseting or announcement by the sub~crlber explaining the statu~, followed by an announcement 118 requesting - ~ . ~ - ' - ............ "' 2 0 9 ~ 6 that th~ caller take some action, such as dialing another extension or indicating a de~ire to leave a mes age.
The po~ le actions for a valid announcement choicP are indicated in Fig. 7I. When it determined 256 (Fig. 7G) that a valid map choice was entered in respo~se to the announcement reproduced in step 250, a serie~ of test~ 281-287 are performed to determine which of the possible choices was indicated by the caller. If thP choice of the caller wa~ to hang up, indicated by either an on-hook switch signal or depressing a key, the APU 44 produces 288 an on-hook signal. If a properly authorizad caller requests access to an account, the APU 44 loads and executes 290 an application to provide ~ervice to the caller.
In addition to allowing a caller to ent~r 252 any valid extension, automatic transPer to an extension in response to a menu cnoice is po~ibl~ by storing thQ extension number in the data field of thQ announcement map record. Thi~ extension, or the last extension which th~ caller attempted to reach (if the data field is blank in a bu y/ring-no-an~wer map) is loaded 292 and processing continues with th~ steps illu~trated in Fig. 7H.
Similarly, an exten~ion stored in th~ data field of the announcemont map choice for a messag action may be converted 294 into a mallbox addr~3s, basQd upon the subscriber record for a subscrib~r o~ voice~ail s8rvic8s, 50 that the caller may record 296 a message. After the message has been recorded 296, an end announcement is loaded 298 and processing i~ continued a~
illustrated in Fig. 7G. The step~ illu~trated in Fig. 7G are ' j.

2 1~ 6 also performed more directly when a subannouncement is loaded 300 ; in respons~ to selection o~ a corresponding menu option by the caller.
In tha preferred embodiment, one of ~he service~ which may s be provided to sub~cribers of an automated attendant service is the use of a personal operator~ If the automated attendant service has been configured to provide this option, a system operator, e.g., a telephone receptiomist, is identified in the initial announcement. In addition, ~ach subscriber to an - 10 automated attendant service configured in thl~ mann~r may include a personal operator extension, e.g., thQ extension of a subscriber'~ secretary or colleague. If th~ caller request3 transfer to a personal operator, and tha subscriber ha~
identified a personal opsrator, the perso~al operator data is loaded 302. Otherwise, the default sy3tem operator data is loaded 304. In either case, processing continues with the steps illustrated in Fig. 7H.
; Another possible map destination in the preferred embodiment is access to a directory. If it is det~rmined 286 that the caller has reque~t~d access to the directory, the steps illustratQd in Fig. 7J are p~rformed. The caller is prompted to enter 310 digits corre~ponding to ~he laa~ na~e. I~ a match is not found 312 using th~ la~t name alone, the caller i prompted to enter 314 digits orre~ponding to ~he first nam~. If a match ; 25 is found 316 aft~r entry 314 of the first name, or after entry 310 of the last name alon~, it is determinQd 318 whether the , ~ .

subscriber record indicate~ that the exten3ion should not be given to caller~. Ordinarily, the APU 44 will produce 320 a message informing thQ caller of th~ nam~ entered and the extension number ~or future re~erence.. I~ no name is found in the directory, a name not ~ound message is loaded 322 and processing continue~ as illustrated in Fig. 7G.
Depending upon how the call and name storage options are implemented (and how many variations are provided), steps 272 and 274 (Fig. 7H) may occur elsewhere in the procedure. For example, if a subscriber wants to b~ sure that all calls to an exten ion are recorded and blind transfer~ are used, the time (and caller number) should be stored a3 500n as a valid extension number is obtained, e.g., in step 260. If msssage3 are created at thls time and successfully connected calls are no~ to be included, the hangup process, e.g., ~tep 270, may include deleting messages of calls which ar~ determined to be connected ~or transfer types w~ich continue monitoring until the call is connected. Other time~ for saving the name of the caller ar~ readily apparent, such as at tha time that a message is obtained (or not obtained) in step 222, but it is ~implest to save 274 information on a call at the tim~ illuatrat~d in F~g. 7H.
Tha storage of ths time, caller's numbsr and name may be used in oth~r an~wering sy~tem~ be~ide~ th~ ~ystem of the preferred embodiment. T~e time and caller number in particular can be stored in any system which ha~ acces~ to ~uch in~ormation, even a conventional tslephone answsring machine for a single 2 09L11~
telephon~. Other caller identi~ication information, including personal identi~ication codes entered using the 12-key keypad of the caller's telephone may alRo be stored, even if the caller does not leave a message.
As described above, the information saved in step 274 is preferably stored as a message. Thu~, the subscriber can access the information in the same manner a~i used by conventional voice mail messaging systems. In one embocliment of the present invention, any message le~t by tha caller i5 append~d to the caller name and other information. ]:n another embodiment of the present invention, th~ information saved in step 274 i5 storad separately, so that if the caller leave~ a full message, the subscriber will not have to listen twice to the caller's telephone number and name. In this emhodiment, tha convantional voice mail messaging process is modified to include a menu option for reproducing the information saved in step 274 corresponding to a message left by the callQr to which tha subscriber has just listened. In addition, the voice mail mess~ging menus may include direct access to the "messag~s" ~tored in step 274.
The many featur~ and advantage~ of the present invention are apparant ~rom th~ d~tailed specification and thu~, it is intended by the appendad claims to cover all such featurss and advantag~ o~ the ~y~tem which fall within the true spirit and scopa of the invention. Further, numerou~ modifications and chang2s will readily occur to those skilled in the art rom the disclosure o~ this invention. It is not desired to limit tha 209~1~X
invention to the exact construction and operation illustrated and described; accordingly, suitabls modification and equivalent~ may be resorted to, as ~alling withirl the scope and spirit of the invention.

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Claims

1. A database structure for an automated attendant service, comprising:
an access number table, including at least one access number used to allow direct calls to the automated attendant service and a switch identifier indicating a physical switch type used for transfers;
an extension specification matrix correlating extension numbers to telephone numbers and at least one switch identifier;
and switch configuration data for each physical switch type accessed by the automated attendant service, including transfer codes and call progress identification data.

2. A database structure as recited in claim 1, wherein each access number in said access number table is unique to the automated attendant service, and wherein the extension and telephone numbers in said extension specification matrix are not unique to the automated attendant service, but may be stored in another extension specification matrix for another automated attendant service.

3. A database structure as recited in claim 1, wherein said extension specification matrix further stores at least one telephone number for a single line phone as one of the extension numbers with a public switched telephone network switch identified by the switch identifier correlated thereto.

4. A database structure as recited in claim 1, further comprising:
a default settings file with a record for the automated attendant service, including class of service and response for a failed call to an extension; and an account administrators table indicating which users have access to account administration to make changes to the default settings file and perform other administrative duties for an automated attendant account.

5. A database structure as recited in claim 4, further comprising a subscriber file containing records for subscribers, each record including fields for features specific to a subscriber and a subscriber specific response for failed calls to the extension of the subscriber.

6. A method of administering automated attendant services provided by at least one information services system, comprising the steps of:
(a) providing access to switch configuration data, including a physical switch type, for each physical switch connecting subscribers of one of the automated attendant services to the information services system;
(b) providing access to an access number table with at least one access number for each automated attendant service and a switch identifier indicating the physical switch type used for transfers to and from a corresponding access number; and (c) providing access to an extension specification matrix correlating extension numbers to telephone numbers and at least one switch identifier, for each automated attendant service.

7. A method as recited in claim 6, wherein said providing in steps (a) and (b) is performed using a first level of security for a system administrator of the information services system, and wherein said providing in step (c) is performed at a second level of security for the system administrator and an account administrator for each automated attendant service.

8. A method as recited in claim 7, wherein said providing in step (b) restricts each access number in the access number table to only one of the automated attendant services, and wherein said providing in step (c) permits the telephone numbers in the extension specification matrix for one of the automated attendant services to appear in the extension specification matrix for another of the automated attendant services.

9. A method as recited in claim 7, further comprising the step of (d) providing access at a third level of security for the system administrator, the account administrator and subscribers of each automated attendant service to records in a subscriber database defining how calls to the subscribers are handled.

10. A method as recited in claim 9, wherein step (a) provides access to the switch configuration data including enablement flags for transfer types, indicating support by the physical switch type corresponding to a set of the enablement flags, and wherein step (d) provides access to the records in the subscriber file, including specifying for each of the subscribers one of the transfer types indicated by the switch configuration data and the extension specification matrix as supported by the physical switch connecting a corresponding subscriber to one of the automated attendant services.

11. A method as recited in claim 10, wherein step (a) provides access to a screened transfer enablement flag for a screened transfer type, and wherein step (d) comprises the steps of:

(d1) providing access to a selected transfer type to specify the screened transfer type when the corresponding subscriber wants callers to give a name upon reaching one of the automated attendant services; and (d2) providing access to a name storage option when the selected transfer type is the screened transfer type, the name storage option including storage of the name given by each of the callers when the corresponding subscriber does not answer.

12. A method as recited in claim 11, wherein step (d) further comprises the step of (d3) providing access to a call storage option for storing time called and, when available, a caller phone number of all calls not answered by the corresponding subscriber.

13. A method of automatically answering telephone calls for subscribers of an automated attendant service, comprising the steps of:
(a) obtaining an extension number from a caller using an audio menu to prompt input of the extension number;
(b) signaling a first physical switch connecting the caller to the automated attendant service to place the caller on hold;
(c) calling the extension number input by the caller;

(d) connecting the caller directly to the extension number is said calling in step (c) reaches a called party and an indication is obtained to connect the caller and the called party; and (e) performing a failed call procedure if said connecting in step (d) is not performed.

14. A method as recited in claim 13, wherein said calling in step (c) includes the steps of:
(c1) calling extensions of a private business exchange when the extension number is within a range of extensions assigned to telephone numbers in the private business exchange; and (c2) calling a single-line telephone when the extension number is assigned to the single-line telephone.

15. A method as recited in claim 13, wherein said calling in step (c) comprises the steps of:
(c1) accessing an extension specification matrix to identify a second physical switch connecting a corresponding automated attendant service to a telephone corresponding to the extension number;
(c2) accessing a subscriber database to determine a transfer method for transfers to the extension number of a subscriber; and (c3) calling a telephone number corresponding to the extension number via the second physical switch identified in step (c1) using the transfer method determined in step (c2).

16. A method as recited in claim 15, wherein said signaling in step (b) comprises the steps of:
(b1) reading an access number table to identify the first physical switch used by the caller;
(b2) accessing a switch configuration file to determine at least one transfer code used by the first physical switch; and (b3) signaling the first physical switch using at least one of the at least one transfer code determined in step (b2), and wherein said connecting in step (d) is performed using at least one of the at least one transfer code determined in step (b2).

17. A method as recited in claim 15, wherein said accessing in step (c2) determines whether the subscriber has indicated that a time of a call to the extension number should be recorded and whether a caller telephone number should be stored when available for unanswered calls to the extension number.

18. A method as recited in claim 17, wherein said accessing in step (c2) further determines whether the transfer method is a screened transfer, wherein said method further comprises the steps of:
(f) prompting the caller to provide a caller announcement when the screened transfer is determined in step (c2);
(g) temporarily storing the caller announcement when step (f) is performed; and (h) storing the caller announcement and the time if the extension number is not answered during said calling in step (c3) and the screened transfer is determined in step (c2), and wherein said calling in step (c) further comprises the step of (c4) reproducing the caller announcement if the extension number is answered during said calling in step (c3) and the screened transfer is determined in step (c2).

19. A method as recited in claim 15, wherein the failed call procedure in step (e) comprises:
(e1) accessing the extension specification matrix to identify the first physical switch connecting the caller to the automated attendant service from a failed direct-inward-dialed telephone call to one of the subscribers of the automated attendant service;

(e2) reproducing an announcement informing the caller of lack of connection and presenting further options;
(e3) receiving a response from the caller; and (e4) performing further processing in dependence upon the response received in step (e3), including signaling the first physical switch to place the caller on hold and outdialling a new extension, if requested by the caller.

20. A method of obtaining information on telephone calls not answered by a person, comprising the steps of:
(a) recording a request for caller to speak a name;
(b) automatically answering a telephone call from a caller after a predetermined number of rings;
(c) reproducing the request stored in step (a) after step (b);
(d) receiving a response to the request reproduced in step (c); and (e) storing the response received in step (d).

21. A method as recited in claim 20, wherein said storing in step (e) further comprises storing a time and, when available, a telephone number of the caller associated with the response received in step (d).

22. A method as recited in claim 21, further comprising the step of (f) storing, with the response and time stored in step (e), any message left by the caller.

23. A method as recited in claim 22, further comprising the steps of:
(g) receiving a request from a called party for information stored in step (d); and (h) reproducing the response and any message stored in steps (e) and (f) and providing the time and, when available, the telephone number of the caller, in response to the request received in step (g).

24. An apparatus for automatically answering telephone calls to a subscriber of an automated attendant service, comprising:
caller interface means for obtaining an extension number from a caller using an audio menu to prompt input of the extension number;
signal means for signaling a first physical switch connecting the caller to the automated attendant service to place the caller on hold;
out-dialing means for calling the extension number input by the caller; and control means for controlling said signal means to connect the caller directly to the extension number if said calling means obtains an answer from a called party and an indication is received to connect the caller and the called party, and otherwise controlling said caller interface means to perform a failed call procedure.

25. An apparatus as recited in claim 24, further comprising storage means for storing an access number table including at least one access number used by the caller to reach the automated attendant service and a switch identifier indicating a physical switch type, an extension specification matrix correlating extension numbers to the telephone numbers and at least one switch identifier, and switch configuration data for each physical switch type accessed by the automated attendant service.

26. An apparatus as recited in claim 24, wherein said caller interface means include means for prompting the caller to speak a name providing identification, and wherein said control means controls said storage means to store the name spoken by the caller, as part of the failed call procedure.