WO2000060836A1

WO2000060836A1 - Telecommunications traffic answering and management system

Info

Publication number: WO2000060836A1
Application number: PCT/US2000/009510
Authority: WO
Inventors: Christian Mayaud; William Whepley; Steve Marano
Original assignee: Physicians' Telecom, Llc
Priority date: 1999-04-08
Filing date: 2000-04-10
Publication date: 2000-10-12
Also published as: WO2000060836B1

Abstract

A telecommunications traffic management system (10) particularly suited for the management of telephone traffic is disclosed. The system (10) provides for handling telephone traffic for a plurality of subscribers (16), by detecting the presence of an incoming telephone call, picking up the line (step 112); gathering caller identification information identifying the caller (steps 116 & 118), storing the caller identification information in a caller-specific data record; using an audible machine-generated menu to prompt the caller and obtain further information, regarding the nature of the call and the nature of the caller and storing the further information in the caller-specific data record and categorizing the caller-specific data record (32, 34 & 36).

Description

TELECOMMUNICATIONS TRAFFIC ANSWERING AND MANAGEMENT SYSTEM

BACKGROUND OF THE INVENTION The techniques used to answer telephones when doctors or other professionals are not in their offices has remained substantially unchanged for many years. In particular, conventional telephone answering services employ an operator or a number of operators located in the facility containing a number of telephone instruments which, in response to subscriber inputs, are connected to callers calling the subscriber. Thus, incoming calls dialed by callers who have dialed, for example, their doctor's telephone number, are routed by the telephone company to the telephone answering service facility where an operator picks up a call and either gives information, takes the telephone number of the caller for a possible return call, or, if necessary, pages the doctor.

The problem with this order approach is the fact that all judgments are left to the doctor, if he can be found. In the absence of finding the doctor, another practitioner must be located by the service. Many times this is not possible, and dangerous conditions are allowed to persist. Obviously, this sort of system also makes it difficult to efficiently administer telephone answering services, because the small number of telephone answering professionals employed results in their being, during different periods of time, either overburdened or under employed.

Even when the doctor is found, often it is only to be interrupted for a relatively low priority task. Indeed, it is unusual for doctors to be summoned by their pagers while in the operating room. While the problems associated with such an approach are obvious, it is also important that critical calls reach the doctor as situations outside the surgery may be even more pressing and dangerous if left unattended.

Still another problem with such systems is that the persons answering the telephones are substantially unfamiliar with the practices of the doctor and the cases on which he is working. While this is understandable, because the persons answering the telephone are probably performing that service for many doctors with any given specialties, the result of this inadequacy is that many calls that could have been managed by persons other than the doctor are delayed for action until the doctor can be interrupted to deal with them.

While, in principle, voice mail is capable of employment in such situations, it has the disadvantage of resulting in a great number of unanswered calls which take substantial amounts of time to address, either on the part ofthe doctor or his staff.

Yet another drawback of such systems are the complications introduced by switching the system on alone, for example during lunch hours, and the like. The result is often operator confusion with respect to why calls are being received and the amount of time that the service will continue with that function.

Best Mode for Practicing the Invention Referring to Figure 1, a generalized representation of a communications traffic handling system 10 is illustrated. Communications traffic handling system 10 comprises a central subsystem 12 which comprises a conventional facility for handling incoming and making outgoing calls, enhanced by computerized switching and information handling subsystems. In accordance with the present invention, it is contemplated that central subsystem 12 would be located in an area central to the area being served. For example, if the area being served was the United States, central subsystem 12 could be located in Pueblo. Tulsa or other location selected to minimize system maintenance costs. It is also contemplated that other factors would also be considered, including, availability of labor, quality and stability ofthe workforce, and other management considerations. In accordance with the present invention, as many ofthe operations requiring human intervention, or the ambiance of a human being, that can possibly be located in central subsystem 12 are located there. In principle, it is possible to concentrate all human functions at the location of central subsystem 12, except system service and maintenance, if the system is designed to have functions which permit such an allocation of people.

In addition, it is contemplated that the system ofthe present invention may be implemented with a number of "hubs" which together look like and form a virtual hub, minimizing telecommunications transport costs while providing for inter-hub communications and burden sharing during individual hub peak use incidents. Central subsystem 12 is connected to a plurality of regional switches 14, each of which is associated with its own local service area. For example, one of the switches might be associated with Orange County , California, while another would be associated with the city of Chicago, and the last associated with Westchester County, New York. Each regional switch 14 would be designed to perform a plurality of functions similar to that of a telephone answering service, as well as additional functions aimed at enhancing service to its associated subscribers 16, who might be doctors, dentists, mothers, lawyers, or others having a need for enhanced call handling capabilities.

Referring to Figures 2a and 2b, the details of the inventive call handling system 10, illustrated in Figure 1 , are illustrated. While the following detailed description is set forth in the exemplary embodiment of a system for handling telephone traffic for a group of doctors, it is contemplated that the inventive system may be applied to any group of individuals or businesses having call handling requirements, to all members of such group. Thus, industry custom is to give primary attention to calls from other doctors, in this example the spot in the algorithm for first handling is associated with calls from other doctors. Patient-identified emergencies are assigned the second call handling slot. Other matters are assigned subsequent spots. If, on the other hand, the system were to be applied to a system for handling communications traffic for lawyers, the first handling spot might be associated with communications from judges and government officials, the second handling spot might be assigned to other lawyers, and the third handling spot might be associated with new matters.

It is also contemplated in accordance with the present invention, that each subscriber to the traffic handling service rendered using the inventive traffic handling system would be able to set priorities for that particular subscriber's business or personal needs. Alternatively, a number of groups of prepackaged option selections may be presented for selection as a group, and customization ofthe same provided for by software.

In the embodiment ofthe system illustrated in Figures 2a and 2b, the traffic handling system 10 comprises a single manned central subsystem 12, three regional smart switches 14 serving six subscribers 16. Of course, there may be different numbers of regional smart switches 14, and each of these smart switches can serve any number of subscribers 16.

In accordance with the present invention, it is contemplated that each subscriber is potentially available at any one of a number of locations. At the present time, connection to these various locations is provided through the local telephone company office 18, 20 or 22 in the system illustrated in Figures 2a and 2b. Such locations may include the doctor's office 24, the doctor's home 26, and the doctor's cell phone 28 each of these locations would have a telephone instrument associated with a particular number which would allow a caller access to the doctor. Alternatively, if the doctor is not that any of these locations, connection may be had to the doctor's paging service 30, which can page him wherever he is, even in the operating room.

In accordance with the preferred embodiment of the invention, it is contemplated that at least the telephone associated with a doctor's office would be associated with a computer 32 which could be used to display information respecting incoming calls, as well as to input customized traffic handling procedures, caller specific traffic handling procedures, and the like.

The patients 32 ofthe doctor, other doctors 34, labs 36 and other suppliers and persons, seeking to contact the doctor are also connected to the local telephone office in the doctor's local area, and can access the doctor and his office through local telephone numbers associated with a virtual office/screening/information sending and receiving center resident in the doctor's associated automated call handling regional switch 14.

Connections between doctor-associated facilities 24-30 and the inventive traffic handling system 10 are of a conventional nature, typically comprising local telephone office lines 38. In the case of paging facility 30, typically, connection is made via a local telephone line 38 to the paging company's facility. Such facilities typically comprise a transmitter using satellites, wireless or other connection strategies, or combinations ofthe same, to send the signal to a portable unit, known as a pager, located on the person ofthe doctor. In the case of doctors located in an operating room, the pagers typically located in a central location in the operating room, for example on top of a table, for attendance by support personnel assisting in the procedure being conducted in the operating room. In similar fashion, patients, other doctors, laboratories, and other suppliers seeking to contact the doctor use their telephone instruments to send information into the system using lines 40 associated with their connection to local telephone office 18. At local telephone office 18, a switch 42 makes a connection between signals on lines 40. associated with persons trying to contact the doctors and other elements in traffic handling system 10.

Of course, the use of telephone company lines is only illustrative ofthe system ofthe present invention. In principle, any existing communications system, or dedicated subsystems may be used to make any ofthe connections. For example, if a group of doctors in a health maintenance organization or other multi-provider organization make the decision to implement a wide area network (WAN) or local area network (LAN), the same may be integrated into the inventive system in a manner which, given the description of the specification, will be obvious to those of ordinary skill in the art. Thus, a specialized WAN, LAN, or other system can replace, for example, doctor-associated communications ports 24-28 and associated lines 38.

Likewise, in accordance with the present invention it is contemplated that a public digital communications system, such as that known as the Internet, which term is apparently presently claimed as a trademark, may be used to replace some or all ofthe conventional telephone company based communications features. It is also immaterial to the present invention whether such Internet connections are made through the local telephone company or through dedicated lines connecting directly to the spine ofthe Internet, or otherwise, or through combinations of the same and the types of communications links illustrated in. for example, Figures 2a and 2b.

With reference to Figures 2a and 2b, it is noted that the function of switch 42 has been illustrated schematically as an element associated with the various numbers which provide service to the doctor. Of course, the construction of switches at various local telephone offices varies greatly and is not a part ofthe invention. For example, there may be one or a number of switches at the telephone company office 18, and the switches may cooperate with each other in various ways by the directly or through intermediate subsystems. The only requisite for the switches at local telephone office 18 is that they make connections as schematically illustrated in Figures 2a and 2b. In particular, the function ofthe local telephone office 18 relied upon to implement the system 10 ofthe present invention is simply to make connections between doctor associated facilities 24-30, user associated facilities 32-36 and, through lines 44. the automated regional switch 14. Essentially, automated regional switch 14 comprises a conventional telephone switching subsystem 46, such as that made by Stromberg-Carlson. or any of the other numerous companies making equipment for telecommunications providers. In accordance with the preferred embodiment ofthe invention, it is contemplated that switch 46 will be connected to a computer 48 which will, among other functions, record the frequency, and nature and duration of traffic over the switch in its respective service area. In addition, computer 48 will also control the operation ofthe switch 46, causing it to receive telephone traffic from local telephone office 18 and, to the extent required, forward information back to local telephone office 18 in the form of voice, data, or the like.

Computer 48 is also programmed with a traffic handling algorithm including automated menu- driven user service algorithms. Such user service algorithms may be touch-tone activated, or employ voice recognition and activation technology, as appears more fully below. In addition, in accordance with the preferred embodiment ofthe invention, the algorithm in computers 48 is maintained and updated from a central server 49, connectable to each ofthe computers 48 in each ofthe local service areas via its local telephone company, for example in Denver, and the standard telephone company lines, for example. If the central server is located at the same location as the live operator/receptionist facility, it can use the same communications lines as that facility.

Such algorithms are keyed to the input and storage of traffic identification, including the identification of patients, other doctors, laboratories, other suppliers, and the doctor, including storage ofthe doctor's habits and needs at the various locations, whether input directly by the doctor using, for example, personal computer 32, or other input device, or whether such information is gleaned by the system over time, and organized and assembled to "educate" the algorithm to accommodate repeated patterns in requests made by the doctor-subscriber.

Such identification information may be gathered using a number of alternatives. In accordance with the preferred embodiment of the invention, caller ID, when available, is used to gather preliminary information respecting the identity of the individual using the system, whether it be the doctor, a patient, a supplier, and so forth. Where caller ID is not available, or where a particular calling number is not recognized, a menu-driven algorithm is used to gather that information.

In addition, once identification ofthe caller is made, the menu is selected and/or customized to efficiently address the needs ofthe caller, and. in the case with the caller is not the subscriber, the needs ofthe subscriber also.

In accordance with the preferred embodiment ofthe invention, the hard drive of computer 48, in addition to containing the call handling algorithms, also has various voice messages associated with the menu. This enables the system to "say" things which essentially mimic human speech and discourse during a call answering episode. The objective is to use all this information to minimize the length ofthe menu-driven traffic handling, allow for growth and implement the desired action as quickly as possible. Thus objectives include shortening the traffic handling time and intelligently "conversing" with the caller to minimize the abrasive time-wasting nature of present automated menu-driven call-handling systems.

In particular, the same is achieved by quickly informing the caller that he is recognized, or that his needs are recognized, and that the call will be intelligently handled. To the extent that the automated call handling switch 14 cannot efficiently and unabrasively handle the traffic, the same is forwarded via a dedicated line 50 or "800" number to a remote telephone company office 52 for handling by the central manned central office 12 which provides operator assistant telephone answering services. Such services include conventional services of live operators, but, in addition, also includes enhanced services. In particular, it is contemplated that a remote switch 54 will handle incoming traffic into manned central office 12 coupling the person originating call to a local area network 55 manned by live receptionists 56. The live receptionist answering call is provided with a keyboard 58 and display 60, through an individual workstation such as a computer 62. Computer 48 provides the live receptionist with a display ofthe information gathered from the caller either through caller ID, or the menu-driven information gathering algorithm, or other information provided to the system by any one of a number of structures and methods.

The operation ofthe system 10 may be better understood with reference to Figures 2a and 2b taken together with Figures 3a and 3b, which are flow charts schematically illustrating principal instructions in the algorithm controlling the operation ofthe system 10.

Accordingly, referring to Figures 2-3, in accordance with algorithm 1 10 illustrated in Figures 3a and 3b, traffic handling is initiated upon electronic pickup 112 of telephone call originated from the source such as patient 32. The call is forwarded from patient 32, through line for the two switch 42 in local telephone office 18. Switch 42 sends and receives incoming and outgoing segments of the call over lines 44 to automated call handling switch 46 located at regional switch 14. Computer 48 receives the information that a call is incoming to a telephone number associated with one ofthe subscribers to traffic handling system 10. Computer 48 picks up the call as indicated by step 112, and instructs the output of a greeting at step 114. Such a greeting can take any conventional form, such as: "This is the office of Dr. Smith." In accordance with the preferred embodiment ofthe invention, it is contemplated that this greeting will be on a readable and writeable medium storage, such as the hard drive of computer 48. Accordingly, the greeting may be made permanent, or may be made subscriber-accessible, allowing variation over time to indicate different things, and perhaps, if desired even a seasonal salutation aimed at providing the system with a more user-friendly interface.

At step 116, computer 48 is programmed to check for the availability of caller ID information. The same may be provided to computer 48 by any general I/O device coupled to the caller ID output of a conventional caller ID information generating subsystem. Such caller identification, if it is available, may include both name and number identity information. If caller ID information is available, in all cases this will allow for identification ofthe caller for future reference. However, it will not always be the case that every person calling into the system will be known to the system by name or by number. If caller ID is available, the system proceeds from step 116 to step 118. At step 1 18. the system is instructed by computer 48 to check both name and telephone number information against a database of known callers. More precisely, at step 1 18, computer 48 determines whether the caller is already on a database associated with automated call handling regional switch 14. In accordance with the invention, it is contemplated that such inclusion on that database may be as little as a previous recorded telephone call from the same telephone number, to a detailed patient or supplier history.

Thus, it is possible that at step 118 the only thing that will be recognized by computer 48 may be the fact that the caller called on a previous occasion. The caller may not be a person known to the doctor or other subscriber. On the other hand, there may be some additional information obtained during the previous call. This information would be used by the system to expedite proper handling ofthe call from the caller. It would also be used to try to give more of a human and intelligent face to the system, to thus the sure the caller that he will be efficiently taking care of and discourage frustration and the subsequent hanging up ofthe call. In this connection it is noted that many telephone answering systems, including menu driven systems, indeed particularly menu-driven systems, are routinely triggering the termination of calls on a part of individuals who are unwilling to deal with them. Accordingly, many such systems have an override which forces the call to a live operator upon the pressing of the "0" key. The disadvantage of this solution to the problem is first that not all users know ofthe feature, and second that the feature subverts the purpose ofthe system. Hence, the need for intelligent and otherwise user-friendly interface is in accordance with the present invention.

If the caller is recognized, either by name or by originating number, the system proceeds to step 120. At step 120, if the caller is known to be another doctor or other priority caller, the system proceeds to step 122 where the system attempts to locate the subscriber after first to the sheeting a message to the caller, such as: "oh, Dr. Jones, I will look for him immediately and try to get him on the phone right away. Please wait a moment while I am doing that." Once this message has been in the sheeting, the system begins to call all telephone numbers known to the system. Upon pickup at one of these instruments, it will audibly advise the subscriber, first verifying that he is at the other end ofthe line, asking: "Is this Dr. Smith?", and using voice recognition and/a numerical code, for example with an ordeal queue: "Please enter your identification code."

In connection with the above, it is noted that whether the caller is a doctor or not may be determined even if the caller is not in the database associated with computer 48 or not. In particular, many cities have computerized databases of telephone numbers, and such databases may be used, where available, to recognize that a particular caller is a doctor.

Enter verification that Dr. Smith has been reached, the system can audibly indicate to him: "Dr. Jones is calling for you. Would you like to speak to him?" Voice recognition software can then recognize his or her answer. If the answer is not recognized, the system can prompt: "Please answer 'yes' or 'no'." If the subscriber indicates that he does not wish to speak to the doctor or other party caller, computer 48 can audibly advise the caller that the doctor is not available. It, on the other hand, the system does not reach the doctor at various telephone numbers, which are tried in a specified sequence, it can get on line and tell the caller: "Please wait one moment, as I am trying to page Dr. Smith." If the page is successful, the system can question the doctor as toward whether he wishes to be put into contact with the caller or not and the doctor can then be put into contact with the caller or advise that the doctor is not available.

If, on the other hand, at step 120 it is determined that based on the name of the caller or other available database information, he is not a doctor or other priority caller, computer 48 is instructed to proceed to step 124, where computer 48 determines whether the caller is known by a name which appears on the database associated with computer 48. If the person is known, the computer proceeds to step 126 and asks for a verification of that information, for example: "Is this Mr. Jones?".

If the answer is yes, computer 48 proceeds to step 128 to determine whether or not the caller has a voice mail from the subscriber. If there is such voice mail, the system proceeds to step 130 and advises the caller with words such as: "I have a message for you," and then plays the voice mail. The system can then proceed to step 132 and ask: "Do you have any return message for Dr. Smith?". If the caller says yes, the system instructs him to give his message at step 134 and records what is said in the database. If there is no return message for Dr. Smith at step 132, or if it is a message and the message has been received by the system and sent to a database for later retrieval by Dr. Smith, the system than proceeds to step 136 and asks the caller: "Can I help you with something else?".

If the answer is in the negative, the call can then be terminated at step 138. If the answer is in the affirmative, the system would proceed to step 140 with a menu-driven interactive voice and/or keypad menu whose objective is to screen the caller for possible interaction with a live operator or to otherwise deal with the needs ofthe caller. Such menu may begin with the query as toward whether any emergency condition exists.

If such emergency exists, the system is advanced to step 142, where a determination is made as toward whether, on the basis of information available to the system, the call should be sent to the doctor at step 144, in accordance with the protocol outlined with respect to step 122. The protocol outlined at step 122 is also performed at step 144, in the case of calls forwarded to the doctor's office, or any other facility with a computer for displaying auxiliary information, by providing all information relevant to the caller to the person receiving the call, as occurs at step 122 also. In the event that the doctor does not take calls from the particular caller involved, or at the time ofthe call, for example in the middle of the night, the computer executes step 146, and the call is sent to the live operator facility at the central subsystem 12 as illustrated in Figures 2a and 2b.

If there is no emergency, an initial menu is executed at step 140, and if there is no live operator selection, at step 148, the system is advanced to step 150 which comprises the execution ofthe balance ofthe menu. If, on the other hand, the live operator option is selected, the system, in accordance with the preferred embodiment ofthe present invention, proceeds to step 142 and executes the steps outlined above in the manner outlined above.

In accordance with the preferred embodiment ofthe invention, computer 48 will tally repeated call returns, above a threshold number, without voice mail, i.e. telephone tagging, and implement expedited direct connection to the doctor and/or a live operator, in accordance with preferences selected by the subscriber. Likewise, repeated voice mail, above a threshold number of repeats, with non-customary callers (such as the doctor's nurse or receptionist and the doctor) will also result in an attempt to find the doctor and put him in contact with the caller. Such number thresholds, in both the above cases, can be set at different numbers for different individuals and/or classes of individuals.

Turning back to step 116, where a call comes in without caller ID, due to unavailability ofthe same in the local area, or the selective blocking of caller ID by the call initiator, the system than proceeds to a subroutine whose objective is the identification of the caller. This subroutine begins at step 152.

Likewise, if there is caller ID, but the number and name are not identifiable in the personal database ofthe subscriber associated with the called number, and the number cannot be identified using general databases as that ofthe doctor, or if desired, other medical professional or supplier, the system also proceeds to the above caller identification subroutine by execution of step 152.

When the caller identification subroutine is initiated at the execution of step 152, computer 48 first sends date and time information to a database associated with the doctor whose number has been called. At step 154, the caller is given the option of inputting information via a live operator, or using an interactive voice recognition or keypad menu, by the computer 48 producing the audible message: "Hello, I am Nightingale, and if you give me a moment, I think I can put you in touch with the right person in the quickest possible fashion. Would you like me to help you?". Again, if the answer is unintelligible, as in any instance in the operation of system 10 where an unintelligible answer is perceived, the system would prompt, repeating the question and prompting an answer from a menu, for example: "Would you like me to help you? Please answer 'yes' or 'no'."

Alternatively, no live operator option may be provided, or the option delayed pending acquisition of name, nature of call, and other basic information which would then be forwarded to the live operator and displayed on the screen at the operator's workstation. In the event of a rejected or delayed live operator option, the system would proceed to step 156 and prompt the beginning ofthe acquisition of information with, for example, the words: "May I have your name, so I can help you?". The name of the caller would then be recorded on the hard drive of computer 48. In the event that there is no caller ID available to the system, the machine would then take the number ofthe person calling by prompting audibly: "Please give me your telephone number, just in case we are disconnected." The system would also gather other information using any suitable menu, noted to discover the nature of the call, the business or profession ofthe individual calling as it relates to the business of the subscriber, for example whether or not the caller is another medical doctor or other medical professional, or a pharmacy, rehabilitation center, clinic, or the like. The system would also attempt to determine whether or not be caller is calling on a new matter or on the matter with respect to which the subscriber and the caller have already had some interaction.

In connection with this, it is noted that it is likely that a subscriber will have contact with individuals which will not be recorded on the database. For example, the doctor may be call to an emergency room, or initiate matters outside the parameters which define input into intelligent regional switches 14.

It is also contemplated in accordance with the present invention that the menus for gathering information from first-time callers will start with relatively generic questions aimed at identifying the type of caller, and when the caller has been identified as fitting into a particular type, the menu will complete using a set of questions key to that particular caller type. This principle can be extended to the generation of sub-types of callers. At the same time, the menus have as their objective the assembly of information necessary to efficiently handle subsequent calls related to the same matter or subject. Finally, it is contemplated in accordance with the present invention that the general menu, particular menu and sub-menus will all be mirrored by menus used by the system to handle calls and other traffic from the same caller in the future. Accordingly, as information is received from the caller, computer 48 sends the same to the database it is building for the caller at step 158.

To the extent that the caller may be calling with respect to a particular matter, it is also contemplated that the menu will develop matter-specific sets of information in, for example, tertiary or other level information sets, and that with respect to certain caller types, upon identification ofthe caller, menu options may jump to take very respecting the identity ofthe particular matter and then, from there, provide the opportunity for voice mail respecting the particular matter both to the caller if the same is available, and from the caller if he wishes to use that feature. Here again, the menu followed by computer 48 during a call from a caller relating to a known matter will mirror the information gathering performed during the last call relating to the same matter. It is also contemplated that such menu will be customized to the matter to the extent of including or not including certain menu options.

Returning to the operation ofthe system, once it is determined that the caller is another doctor, the system may provide at step 160 to for the call to the doctor at step 122. If the caller is not the doctor, the system proceeds to step 162 where it is determine whether the caller is unknown or unknown person. If the caller is not known, the system would proceed from step 162 to step 164, where a preliminary first caller type specific interactive voice and/or keypad menu with the screen or for a live operator option is presented to the caller. The menu at step 164 is also presented to other unknown callers as a result of a determination, at step 124, that a caller whose number is known but whose name is unknown to the system as a prior caller.

However, in the event of a negative determination at step 124, the system will have information that the caller has called before as a consequence of recognition of his number provided by caller ID. While the system would, very likely, have the correct name ofthe caller, or a member of his family, in order to be user- friendly, it would follow the more user-friendly convention and, acknowledge the prior call and inquire at step 166: "I know that you called last night," (or indicate when the last call or calls were, as appropriate). "May I have your name so I can help you?". This information with then be sent to the database associated with machine 48 at step 168 and the system advanced to the menu associated with step 164.

Similarly, where a caller is known by name to the system, on the basis of caller ID information, the system verified, at step 126, as discussed above, that, in fact, the person using the instrument is the person known to the system. As discussed above, if this is in fact the case, the system proceeds to step 128, as discussed above. If. on the other hand, the caller is not the person expected at the telephone number by the system, that person may be treated as a new caller and the call treated by advancing the system to step 164.

Once it has been determined that step 164 is appropriate, that is when it has been determined that the caller is new to the database which governs the operation ofthe system, the call is submitted to a generalized menu whose objective is to determine the type of caller, gather additional information, and determine if the call is of an emergency nature. If the call is of an emergency nature, the same is advanced to step 170 where, as at step 142, the determination is made as to whether the doctor takes any calls or callers of this type that the time ofthe call. If the doctor does take such calls, the call is forwarded to the doctor's office with information gathered by the system at step 172 if on the other hand the doctor is unable to take the call or has indicated that he does not want calls under the identified circumstances, the call is forwarded to the central facility for live operator intervention at step 174.

In connection with the above, it is noted that in the event that the doctor wishes the service provided by the inventive call handling system 10 to function as his virtual office, he may elect to have all calls forwarded to the central office prior to being afforded to his office at, for example, step 172 or step 144. In addition, the doctor may elect to forego all vigorous attempts to locate him as at step 122 and, again, exercise the option of having all calls under these circumstances also boarded to the central facility for initial human screening. Moreover, such option may be exercised at all times, or in accordance with a particular schedule, or in response to commands from the doctor to exercise the option for a particular length of time starting at an identified time in response to what may be daily, weekly or hourly inputs from the subscriber or persons associated with him.

It is also contemplated that all inputs to the system of this type and of other types would be call word protected, in order to avoid tampering with the programming selected by the subscriber. The same may be achieved using a personal identification number, or other code.

If it is determined that a non-emergency condition exists, the system is advanced to step 176 where the caller is given the option of speaking to a live operator, as discussed above. If the live operator option is not exercised, the call is advanced through the balance ofthe first caller type specific interactive voice and/or keypad menu where information respecting the caller and the nature ofthe call is generated. Such menu may include sub-menus, as described above. Once the information has been gathered, at step 178. the caller is given the option of leaving a message.

This is done by advancing computer 48 to step 180, as illustrated in Figure 4. At step 180, the caller is first given the option of leaving a message. If the caller elects not to leave a message, computer 48 directs the system to exit and hang up the line.

If, on the other hand, the call of elects to leave a message, he would answer in the affirmative to an audible cue, such as: "What you like to leave a message for the doctor?". At the same time the system then proceeds to step 182, where, on the basis ofthe information, previously gathered from the patient during earlier interactions with the system, or gathered from the patient during that particular interaction with the system, the system determines whether the caller is a person authorized to put information into the file ofthe patient. In accordance with the president mentioned, it is contemplated that such individuals with authorization will include the doctor, pharmacies, testing facilities, and alike, although complete customization and confirmation to a particular doctor-subscriber's wishes is accommodated by the software.

If the system determines that step 182 that the caller is authorized to put information into the file ofthe patient, he will be given the audible cue: "What you like to put this information into the patient's file?". The caller will then be given, in response to the answer "yes" an opportunity to give a patient identification, and in the identification is successfully understood, a confirmation ofthe same will be given audibly to the caller. Once this has been successfully done, the voice mail message taken by the system will also the stored in the patient's file message box 184.

After the determination is made, where appropriate, as to whether the message should go into the file ofthe patient, the system gives an audible cue to the caller instructing him to leave a message. While the system is recording the message, it is also following the algorithm illustrated in Figure 4.

If there is no successful patient identification or in the option to input the information into the file ofthe patient is rejected, the system proceeds to step 186 wherein determines on the basis of the information which it has already accumulated whether the caller is a doctor. If the caller is a doctor, the message is stored in the doctor caller message storage box 188, that is to say the message is stored as an audio clip on the hard drive of the computer 48, suitably compressed, and in digital form.

Next, at step 189, the determination is made whether the call is of an emergency nature, and if it is, the voice mail message is stored at step 190. In similar fashion, this process is repeated at determination step 192 to determine whether the message should be stored at step 194 as a new patient message.

At determination step 196 to determine whether the message should be stored at step 198 as a message relating to test results from a laboratory or the like.

At determination step 200 to determine whether the message should be stored at step 202 as an existing patient message.

Finally, at determination step 204, by default, it is determined that the message should be stored at step 206 as relating to other categories. Accordingly, all messages input to the system, using the processing algorithm outlined above and illustrated in Figure 4, have associated with them a particular category. In accordance with a president mentioned, it is contemplated that the doctor or other subscriber using the system may, when accessing his voice mail, limit his listening to messages in a particular category or categories.

More particularly, the subscriber may access a system by dialing his own number and using a code word to stop the system from executing the above-described algorithm, and instead give him a menu of items from which to select a system action. Alternatively, the system may be made completely user responsive to a number of hot commands, such as the code word that will open up the system to the information stored and it. and a number of plain English commands which are activated after verification ofthe code word, such as "doctor messages please", "emergency messages please", "give me my office", or alike. Alternatively, the system may be made both hot command responsive while it is going through a voice or keypad actuated menu driven format.

At the time that the subscriber accesses the system, the subscriber may also elect to receive all data of record on computer 48 with respect to the caller, provided that he is adding facility, such as his office, where a computer or other data receiver is on line and which allows the display of alphanumeric information respecting such call and caller. Such information in the file associated with the caller will include information which has been entered into the system by the caller using his keypad, together with voice mail. With respect to information which has been entered into the system using voice recognition, it is contemplated that the inventor system will speak back in its own words recognized words and messages and verify that the same are accurately received. To the extent that such verification can be made, such information will also be displayed in alphanumeric form on the terminal from which the subscriber calls. To the extent that such verification can not be made, such information will also be available, in addition to being in alphanumeric warm on the screen of the terminal from which the doctor- subscriber is calling, in the original audio form spoken by the caller. Such preservation of the original audio can be limited to the answers to certain questions, or can be limited in time with more important categories of information being kept the longer periods of time. Likewise, the system may be flexible in this regard and retain such information for as long as a defined magnitude of storage space allocated for such information is not needed for more recent information ofthe same kind.

In the event that a doctor-subscriber calls the system, and opens up the mailbox, computer 48 proceeds to step 208 ofthe algorithm. Initially, the doctor may be asked at step 208 what messages he wishes to listen to. The system then cycles through steps 210 through 222 to determine which messages will be played back to the doctor. As each message is played back, the doctor is given an opportunity to either forward the mail to the file or record a response which goes into a temporary mailbox for later retrieval by the caller who sent the message, attach a voice mail of his own to the message and send it to file or to another person, or simply to erase the message. All of these commands may be made in response to an audible menu, keypad entries, and/or voice activated commands.

An alternative embodiment ofthe algorithm ofthe present invention is illustrated in figure 5. In accordance with this embodiment ofthe invention, means are provided to allow and on-call doctor to take calls intended for a physician who is not available at the time that a caller places a call to the traffic handling system 10. The structure ofthe algorithm is the same as that ofthe algorithm illustrated in figure 3, except that when an incoming call is sent to step 170, and the system determines that the doctor is not available at the time that the call is being received, the system proceeds to step 250 where it is determined on the basis of either schedule information or information input into the system by the doctor whether or not the doctor is available to receive the call.

If the determination is made that the doctor is available, the call is forwarded at step 252 to the doctor, who takes a call, or it is sent to his office if that is the programmed selection ofthe doctor-subscriber. If, on the other hand, the doctor is not available, the system proceeds to step 254, where it is determined whether or not there is a doctor available on-call. If there is no doctor available, the system is instructed to forward the call to the central facility for live operator assistance.

If, on the other hand, there is an on-call doctor available to speak to the caller, the call is forwarded to the on-call doctor with information respecting the call and caller at step 256. Once the telephone call has been handled at step 256, for the on-call doctor signals the same to the system using a command word or keypad entry, causing the system, at step 258 to inquire whether the on-call doctor wishes to leave a message for the regular doctor. If the answer is negative, the algorithm is exited and the call terminated. If, on the other hand, the on-call doctor wishes to leave a message, the call is boarded at step 260, where the system takes a message and reported in the memory of computer 48. Still get another variation of the embodiment illustrated in figures 3a and 3b is illustrated in figure 6. For purposes of illustration, this embodiment has been shown in the environment of figure 5. In accordance with the sub routine algorithm illustrated in figure 6, at step 200, if the information available to the system indicates that it is an old patient that is calling, the computer 48 provides, at step 300 an audible queue asking: "Is this a request for a refill of an existing prescription?". If the answer is in the affirmative, the system proceeds to step 302, in which the computer connects the telephone call to the patient's pharmacist. It is noted that figure 6 is a portion ofthe algorithm illustrated in figure 5. a showing additional steps 300-304.

The pharmacist then takes the call and arranges for the refill ofthe prescription. Finally, the system proceeds to step 304, where, in response to a hot command consisting of a keypad entry or voice recognition command, the farmer sends a message to the patient's file on computer 48 indicating that the prescription has been refilled.

In connection with the above, it is noted that the system can be made sensitive to the date on which the original prescription was sent, whether there was an original prescription or not, and the name and telephone number ofthe pharmacist who wrote the original prescription by the appropriate entry of data into the system at the time ofthe writing ofthe prescription. Such information can be done either manually at the time of the filling ofthe prescription, manually at the time ofthe writing ofthe prescription, or in response to informational outputs from automated prescription management systems.

In accordance with the present invention, when the doctor wishes to do so, he can download all or part ofthe information on the hard drive ofthe computer 48 associated with the doctor's office. The same can be done periodically and or on demand.

While the invention has been described in connection with a communications traffic handling system useful for doctors, then, indeed, the described system is particularly advantageous as it addresses specific problems faced by doctors and presents particularly advantageous strategies for solving those problems, it is yet understood that other aspects of the inventive concepts illustrated above may be applicable to other systems for other types of users, and such inventive concepts are included within the rights sought in this application which is limited and defined only by the claims sought and allowed, and which appear below.

Claims

1. A computer-controlled method of handling telephone traffic for a plurality of subscribers, comprising the steps of:

(a) detecting the presence of an incoming telephone call from a caller on a line associated with a subscriber;

(b) picking up said line;

(c) gathering caller identification information identifying the caller;

(d) storing said caller identification information in an associated caller specific data record associated with said caller; (e) using an audible machine-generated menu to prompt said caller and obtain from said caller further information, comprising information on the nature ofthe call and the nature ofthe caller;

(f) storing said further information in said associated caller specific data record; and

(g) categorizing said caller specific data record.

2. A computer-controlled method of handling telephone traffic as in claim 1, further comprising the step of:

(h) in response to an activating input from a subscriber, outputting caller specific data records in a particular category or categories.

3. A computer-controlled method of handling telephone traffic as in claim 1, wherein said menu is varied in accordance with the nature ofthe caller.

4. A computer-controlled method of handling telephone traffic as in claim 1, wherein said categorizing of said caller specific data record is made in accordance with the nature ofthe caller.

5. A computer-controlled method of handling telephone traffic as in claim 1, wherein said categorizing of said caller specific data record is made in accordance with the nature ofthe call.

6. A computer-controlled method of handling telephone traffic as in claim 5, wherein said categorizing of said caller specific data record in accordance with the nature of the call is made by using categories selected from the group comprising emergencies, and prescription refills.

7. A computer-controlled method of handling telephone traffic as in claim 1, wherein said gathering of information identifying the caller is performed by reading caller ID information to obtain the telephone number of the telephone instrument from which said incoming telephone call originated.

8. A computer-controlled method of handling telephone traffic as in claim 1, wherein all ofthe steps listed in claims 1 and 8 are performed in a first locality within which a portion of said plurality of subscribers are located, further comprising the step of:

(h) fulfilling the requests ofthe caller using machine functions to the extent that information in the computer determines the same to be addressed and connecting to the subscriber's facility or a human-manned answering facility common to a number of localities.

9. A computer-controlled method of handling telephone traffic as in claim 8, wherein all ofthe steps listed in claims 1 and 8 are performed in a second locality within which another portion of said plurality of subscribers are located, and said human manned answering facility services said first and second facilities.

10. A computer-controlled method of handling telephone traffic as in claim 1, wherein storing said further information in said associated caller specific data record is done in the form of a voice mail from the caller.

11. A computer-controlled method of handling telephone traffic as in claim 1, wherein answers to menu driven requests are stored as audio clips.

12. A computer-controlled method of handling telephone traffic as in claim 10, wherein only the voice mail messages in a category or categories selected by the doctor may be played back.

11. A computer-controlled method of handling telephone traffic for a plurality of subscribers who are doctors, comprising the steps of:

(a) detecting the presence of an incoming telephone call from a caller on a line associated with a subscriber; (b) picking up said line;

(c) gathering caller identification information identifying the caller;

(d) storing said caller identification information in an associated caller specific data record associated with said caller;

(e) using an audible machine-generated menu to prompt said caller and obtain from said caller further information, comprising information on the nature ofthe call and the nature ofthe caller if said further information is not already in the system;

(g) forwarding said call to the doctor subscriber if the caller is another doctor.

12. A computer-controlled method of handling telephone traffic for a plurality of subscribers who are doctors, comprising the steps of:

(c) gathering caller identification information identifying the caller;

(e) using an audible machine-generated menu to prompt said caller and obtain from said caller further information, comprising information on the nature ofthe call and the nature ofthe caller;

(f) storing said further information in said associated caller specific data record;

(g) categorizing said caller specific data record; and

(h) forwarding said call to a pharmacist if the caller is seeking a renewal of a prescription.