CN1282492A - 实时交互式目录 - Google Patents

实时交互式目录 Download PDF

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Publication number
CN1282492A
CN1282492A CN98812260A CN98812260A CN1282492A CN 1282492 A CN1282492 A CN 1282492A CN 98812260 A CN98812260 A CN 98812260A CN 98812260 A CN98812260 A CN 98812260A CN 1282492 A CN1282492 A CN 1282492A
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entity
telephone
computer
state
bibliographical
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里查德·B·皮克瑞
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Genesys Cloud Services Inc
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Genesys Telecommunications Laboratories Inc
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Abstract

为具有连接在其上的视频监视器(110)和为网络访问适配的一个工作站提供的交互式目录;该目录具有用来显示可以是个人和机构的独立实体状态的交互式显示设备。可以有用于状态的多个字段,一些字段显示电话号码,其它一些可以提供字母数字显示。一个远程联系地址被存储并于每个目录实体相关联,当目录被激活时,工作站(110)从与个别目录清单相关联的网络资源处访问状态信息。

Description

实时交互式目录
本发明所属技术领域
本发明涉及计算机集成化电话技术领域，具体而言，涉及用户交互应用程序软件和系统。
本发明相关的背景技术
众所周知，为了电话相关的硬件和软件开发，正在付出巨大的努力和精力。这方面的开发受不断增长的对更好更快的通讯需求所驱动，并在很大程度上由计算机科学的发展所促进。比如说，现在已经很普遍的是在电话技术中通过连接计算机形成所谓的计算机电话集成(CTI)来增强公共和专用通讯网中的电话交换机的功能，其中所连接的计算机运行许多种有关监控电话业务的计算机电话集成应用程序。
此技术领域早已公知的还包括现在在许多机构中使用的呼叫中心。其中，该机构的业务代表占有配备有电话和计算机的工作站。许多情况下，这类呼叫中心内的计算机经由局域网(LAN)相互连接，而在呼叫中心连接到交换设备的计算机电话集成处理器连同各种其它服务器和处理器一起也可以连接到此同一局域网上。该系统中也可以有几乎可作随意组合的互联网(Internet)和企业内部互联网(Intranet)连接。对于各种不同网络连接可能有许多这样的组合。
在此技术领域中也已公知，家庭和大、小企业，企业中的个人都具有电话业务和连接到计算机(例如他们的工作站的个人机)的通讯网。具有连接到互联网的计算机和电话的家庭个人至少有连接到世界无数个其它电话和计算机的可能，包括代表许多公司的业务代表的工作站。
上述的相互高度联系的计算机和电话领域中，许多情况下均需要实时状态信息，本发明人所知在本技术领域的许多系统均收集并提供这样的信息。例如，在呼叫中心，计算机电话集成服务器和/或以网络连接到计算机电话集成服务器进而连接到电话交换设备的其它服务器记录并更新呼叫中心的状态(业务代表空闲，电话挂断，接通等等)。这样的行为常常被加以收集和进行统计处理，从而为呼叫加载和路由确定之用。通常，在一呼叫中心，在一轮班或作业期间的起始时业务代表进行登录，而在结束时注销。雇员与呼叫中心的分机号相关联等数据被保持。
另一示例是呼叫传送是许多类型的呼叫交换设备的公知功能，而且可以实现远程呼叫传送。再一个例子是，今天在通信网中存在有能获知网络上站点联机的时间的技术。在互联网方面，有许多可在市场购买到的系统，其中，通过一检测用户开始联机的时刻和将此状态报告给其它用户的公用服务器，可在相关站点之间传送联机和脱机状态。
利用大量存在的电话设备和计算机设备的所有现存互联性，连加上所有完成的状态，统计，监视，及报告一起，仅需捎加努力即可利用本发明通过相互连接的系统有效的共享信息。显然，所需要的是一种能发现，访问，和使用应用状态信息的交互式目录系统。
本发明概要
在本发明的一优选实施例中，提供了一交互式目录系统，它包括可在工作站的视频监视器上显示的状态用户接口，用以显示至少一个目录实体和该实体的状态；还包括具有该目录实体的状态信息的一个计算机的联系地址。此目录系统在该联系地址处与计算机相联系，为个人或机构访问状态信息，并在此交互式目录中显示对目录实体的更新的状态信息。所显示的状态信息可以是至少一个用于目录实体的电话号码。在某些实施例中，与状态信息联系的计算机是在其上实现此交互式目录的同一计算机，而在另一些实施例中，进行联系的计算机是统计服务器(Stat-Sever)。该统计服务器可以是呼叫中心系统中的工作站，而且也可以是通过一个计算机电话集成链路链接到一个与电话网络相连的电话交换机上的计算机电话集成服务器，比如但不限于，一个公共电话交换网(PSTN)。
在某些实施例中，多个目录实体被列表，而且提供多个字段，它们与每个用于显示所列表的各目录实体的替换电话和个人状态的各实体相关联。个别的电话字段可被适配来显示标记及电话号码，此标记表示与实体相关的电话的状态。在一些实施例中，标记包括加底线，图形区域填满，反转影象，特定彩色，检查记号，特定字体，加粗，斜体，和扫描图象；其中，由特定标记所代表的电话状态包括占线，未占线，最佳号码，和暂时断接。
本发明的某些实施例中提供了与目录实体相关的交互输入，用于通过用户启动对该目录实体的电话呼叫。在那些有多个实体的实施例中，将具有与目录实体相关的多个交互输入，而且该交互输入提供从各个电话区域启动的电话呼叫，然后将此呼叫配置为此电话区域中的电话号码。
为由用户输入配置呼叫，在一种情况中，工作站被依连接到一电话进而连接到电话网络，而且电话呼叫被工作站拨号启动。在另外的情况中，工作站通过访问连接在网络和一本地电话交换器的计算机电话集成服务器来配置电话呼叫，并且此计算机电话集成服务器促使一呼叫被本地电话交换器配置到此实体而且该同一呼叫被连接到与此工作站最近的电话。
本发明的实施例中，无须将不同实体状态信息保持在同一位置。对个别实体的信息，例如可被保持在用于各实体的不同计算机，而在工作站，每一目录实体与一联系地址相关联。
在各个不同的实施例中，状态字段配以字母数字用于显示实体的状态，此字段例如可用来显示一个或多个空闲状态，一个或多个暂时的电话号码，轮班状态，改变到不同号码的时间状态，和商业旅行状态。
本发明各个不同的实施例中的交互式目录第一次提供了跟踪个人和机构实体的状态的方法，在这样一种方法中，实体的信息总是最新和有用的，而且不必采用麻烦的手动输入进行更新。
附图的简要说明
图1为按照本发明的实施例的CIT-增强型计算机-电话环境的基本图解概貌。
图2为按照本发明的实施例用于在计算机平台上实现的实时交互式目录的交互式接口的说明性视图。
优选实施例的描述
图1概括表明了按照本发明一实施例的计算机电话集成增强环境。由云线101表示的公共电话交换网络(PSTN)包括第一电话交换机104和第二电话交换机103。对本技术的业内人士来显而易见的是，这两个交换机仅仅只是存在于任一公共电话交换网络中的大量的各类交换机的示例。公共电话交换网络101也可以是专用电话网或任何其它型式的本技术领域内公知的电话网络，包括但不限于，比如说互联网协议电话网络(IPIN)。
由云线102表示的广域网(WAN)可以是互联网或被一个或多个公司共用的大型企业内部互联网(Intranet)。如先前所述，具有多个可能的替换方案。用于本示例的云线102表示被称为互联网的广域网。
互联网102范围极广，包括对许多站点的设备的连接，提供对大量的家庭和大、小企业中的个别成员以及对性质迥异的机构，包括政府实体的互联网访问和联络。
对互联网102的访问可以借助本技术领域已知的各种方法进行，例如通过对互联网服务供应商(ISP)的拨号连接。通常，能对互联网102进行访问的个体均具有能对供应商进行访问的电话连接的调制解调器的计算机和供普通电话网络访问用的电话机。有时计算机由专用线提供服务，而有些情况中，提供一条单一线路供电话和计算机调制解调器共享(专有)。
图1的实施例中表明的工作站110和130均连接到公共电话交换网络101和互联网102。工作站110包括经由链路114连接到互联网102的计算机112。链路114可以是模拟的，数字的(如集成数字网)，或本技术领域所公知的任一其它适宜的连接形式。在这种情况下，通过对互联网服务供应商的拨号连接来实现对互联网102的访问。工作站110也包括经由明文老式电话服务(POTS)线路113连接到公共电话交换网络101的电话机111。工作站130包括通过链路134连接到互联网102的计算机132和通过明文老式电话服务线路133连接到公共电话交换网络的电话机131。
存在于工作站130中的组成部件可以与工作站110中出现的部件不同但仍然属于本发明的实质和范畴之内。例如，任一工作站可具有附加的电话线和/或其它本技术公知的其它设备，如传真机，辅助计算机等类似设备。本实施例的工作站110中所示的部件与工作站130中所示的部件相同仅仅是出于说明的目的。在一个个体为汽车的情况下，如前所述，对互联网102的访问可通过由带调制解调器连接的膝上计算机或通过具有互联网访问能力的蜂窝电话实现。
电话交换机104为站点110的局部公共电话交换网络中的交换机，并且是一由计算机电话集成链路109连接到此交换机的计算机电话集成服务器106作计算机电话集成增强的交换机。服务器106采用互联网连接，在图中由互联网云线中的服务器所暗示。计算机电话集成服务器105也采用互联网连接并通过CTTI链路107连接到电话交换机103。如本技术领域所公知的，计算机电话集成服务器106和105可通过网络连接相互连接，并至少通过互联网连接。电话交换机104和103也由于被标明在公共电话交换网络云线之内，而是相互连接的。对本技术领域的熟练人员显而易见的是，可以表明有许多其它的联络性和众多其它设备的情形。本发明人认为所示图形足以描述本发明的优选实施例。
如上所述，在相互高度连接的计算机和电话领域，其中存在设备的实时状态被监视和有关有效性的信息被存储的许多范例。在图1的实例中，互联网连接的计算机电话集成服务器105监视交换机103的动作，并可跟踪在工作站130的电话131的状态(以及许多其它可通过交换机103连接的电话的状态)。服务器105将总是具有线路133何时占线或可利用的实时信息。
在工作站110，计算机112可通过链路114连接到互联网。然后只要协议作此规定(URL等)，计算机112即可被连接到服务器105，而经授权(这可通过在服务器105上执行的计算机电话集成应用程序提供)可访问工作站130处的电话131的状态。
在本发明一优选实施例中，实时交互式目录(RTID)应用程序108被设置在工作站110的计算机112上执行。实时交互式目录108为一在计算机112的显示器上提供交互式接口的系统，它列举作为实体的个人和机构，每一个可达到的电话访问号，以及个人的状态和号码。在此实施例中，实体标识和状态在众所周知的显示字段中，但可在除特定字段之外显示，在本技术领域内这也是众所周知的。
图2为表明对个人实体John Doo、Jano Doe，和Duff Duck的访问及状态的实时交互式目录108的示例性交互接口。以8列显示来提供姓，名，主电话号码，辅电话号码，家庭号，移动电话号码1，移动电话号码2，和状态。对熟悉本技术领域人员而言，很显然，可以表明许多另外的项目，并可利用周知的配置技术来使得用户能选择要显示哪些项目和哪些项目可被附加功能利用，例如依靠利用常用键和滚动等。
在此实施例中，此目录可在计算机112未连接到互联网时在工作站110被访问。而在该范例中将起到一静态目录的功用。但是最好将实时交互式目录108通过网络连接(在此情况下为互联网)进行交互对话，以便收集和显示实时状态，并在一些实施例中实现某些其它的电话功能，如以下将更详细说明的。
参考图2，其表明在计算机110上执行的实时交互式目录应用程序108所提供的交互式窗口。用户可在工作站选择所显示清单中的名称，例如John Doe。实时交互式目录具有一查找功能，提供对John Doe的实时信息的远程来源，这一情况下为在服务器105上运行的一个计算机电话集成应用程序。实时交互式目录通过互联网访问计算机电话集成服务器105并协商访问关于John Doe的状态信息。当(和如果)访问被准许时，关于John Doe的状态信息即通过互联网被传送到工作站110的计算机112，并立即更新关于John Doe的信息行。
在服务器105处可得到的关于John Doe的信息可以只是电话131为占线还是开放的。但有可能得到更复杂的信息。在某些实施例中，John Doe可利用各种信息以各种方法对服务器105中的信息进行更新。例如John Doe可调入他的状态，指出他将在一临时号一段时间有效，启动将被作为关于105的状态信息存储的呼叫传送，更新电话号码等等。他所进行的数据更新可以使附加到实时监视信息服务器105通过交换机103以及甚至网络中的其它交换机和服务器收集。John Doe也可以通过运行一个实时交互式目录108的计算机130更新信息。这一情况下，后者被用来提供与数据字段的输入接口并传送新信息到为John Doe列出的存储单元。John Doe可能利用蜂窝电话120来调用被更新的状态和作远程呼叫的传送等等。
据此范例的示范，熟悉本技术的人员将会显见可有许多方法来获取和存储状态信息。作为其它的例子，John Doe的状态信息可保持在互联网中远离交换机103的一个服务器上，而服务器105可周期性地将作为John Doe电话的状态向该服务器报告。本领域的熟练技术人员将会显见，只要互联网与其它网络(包括公用和专用的电话交换网)具有相互连接性，就存在很多不同方法来保持关于John Doe及其设备的状态信息。
现在回到工作站110的计算机112，当关于John Doe的消息被发送时，交互式接口中的字段立即被更新。信息在工作站110向用户显示可有许多不同的方法。图2中关于John Doe的信息已被更新来指明John Doe占线(列8中的字面意义)，和他正忙于他的主线路上(以反转影象表明)。同样也可表明其它信息。如果状态检测表示，例如说，John Doe有可能在处理一个呼叫，则对John Doe的电话即可用诸如底线，加色，环绕号码的方框，以及许多其它方式来指示。
在一些实施例中，小字符或图形可代表有关人员，甚至可将要使用的人的图象扫描进来，通过改变地点，或彩色，或光环等来表明状态。
在有些实施例中，在计算机112连接到互联网时实时交互式目录108的显示器中所表明的所有行始终被更新，而新的行在用户滚动到它们的时候也被更新。不同的实体可用各种不同的方法启动而不会背离本发明的精神实质和范围。
在上面的背景段落中已对呼叫中心进行了说明，其中，机构(通常为赢利的公司)在具有至少一个连接到电话交换设备的电话的工作站设有业务代表。许多这样的系统中具有带电话网络的服务控制点的分布式呼叫中心。这样的系统中的交换机能被计算机电话集成服务器加强是公知的，而业务代表状态更常常被统计服务器保持，以便用于呼叫中心系统的运行，例如确定呼叫路由。这样的系统可被适配来与本专利申请中上面及其它地方所说明的实时交互式目录系统一起运行。
虽然图2的示例中未作专门表示，也可显示许多附加的信息，诸如时区，空间临时号，最佳呼叫时刻，已过去但返回等等。如上所述的实时交互式目录应用程序也可在配置呼叫，发送电子邮件，和利用电话交换机的中央交换机(Centrex)功能以访问所传送的号码等方面起交互作用。例如，在工作站110处希望与交互清单上的名称进行通讯的用户，在看到此列表可用之时，也许还有进行联系的最佳号的指示，便可依靠实时交互式目录中的输入而不是靠取得电话机和拨打所选择的号来配置呼叫。这样的拨号机对发明人来说是已知的，可与工作站110的设备加以组合。
如果用户想要与John Doe联系并在实时交互式目录清单中选择其名称，则要在交互式显示中更新行C。在这种情况下，John Doe无法利用，因为他在休假中(C8)。在一些实施例中，通过选择字段C8，可能出现包含附加信息(如返回日期)的附加字段。如果在其工作站中存在有代替John Doe的人，则该人的名称可出现在字段C2和C1中。在Duff Duck的情况下(行D)，已被加入的传送号是巡回的，因为他正在旅行。
当由用户将实际呼叫配置到所希望的联系时，可采用数种不同的方法来连接呼叫。例如说，如果由用户锁定的号码为一互联网电话，则次呼叫将被设定路由通过互联网并在目的地计算机上显示为振铃图形。用户实时交互式目录应用程序内的字段将反映出所需互联网电话号码是激活的(目标计算机进行互联网连接)和它不在应用中。在一实施例中，用户可利用另一电话来呼叫旅行计划中其他的传送号码，例如DuffDuck的旅行号码。
在另一个实施例中，实时交互式目录可以是由跨国公司实现的目录，包括公司所有雇员所用的电话设备，并在整个互联网同步。再有一实施例中，按照本发明的系统可为家庭或者亲朋好友实施，将所有的数据存储再连接到一本地电话公司的交换机的服务器上。可显示被分配到不同家庭成员的呼叫电话，以及临时地点等。这样的一个局部家庭系统对家庭成员作持续的相互跟踪和维持最大的通讯效率将是非常有用的。
在本发明的实施例中，可实现访问的安全等级。例如，一个同事可通过口令对另一个同事的旅行计划和活动状态进行访问而另一个同事则仅能访问某些活动状态而非旅行计划等等。本技术领域内公知的各种安全技术均可加以利用，如加密和口令等。
对于熟悉本技术领域的人士来说，本发明的实时交互式目录应用程序可与现有的路由应用程序和状态报告软件接口而不致背离本发明的精神实质和范畴。例如，实时交互式目录可与业务代表报告软件接口，通过取代对用户透明性，而使之成为用户可观察的，以增强业务代表实时状态报告。通过允许用户使用来自计算机的实时交互式目录接口以启动通讯，从而提供了进一步的增强。
熟知本技术领域的人员还可以进一步清楚理解，虽然未在以上的实施例中表明可以访问并在按本发明实施例的实时交互式目录上给出的众多的信息项目和信息类别，但这将明显处于本发明的精神和范畴之内。例如，此目录可表明被呼叫的电子时间表(在直到下午三点的会议中，你想预定回呼吗？)，此人员今天已利用此电话的事实；此人员可能在一段时间内没有利用此电话而在忙于与一内部同事通话，与一外部同事通话；被呼叫人员正与一特定人员或特定号码通话；此人员仅仅在接收紧急呼叫，仅仅接收来自一有限清单中的呼叫，或者尚未回答(你要对他作页面标注吗？)
另外，此目录可包括时区标记，备用标记，或睡眠期间标记。另外的标记可以是诸如“这一人员今天将倾向于通过电子邮件/电话/传真/话音网络(VON)进行通信”。此目录可附加指出与被呼叫方相关的其它人员的有关信息：这一人员的跟随团体成员具有如下状态：
Richard Pickering-管理员助手-西部地区销售-忙于外部呼叫
Greg Johnston-同事-中部地区销售-空闲
Bruce Runyan-存货经理-空闲
还可能存在有为一呼叫者/查询者定制的被呼叫方返回的消息，例如：
接收你的呼叫/渴望和你谈话；或
这一人员具有高于基础声音并与你的电视电话兼容的电话选项。
在其它范例中，此系统可以是能加以组构的以便永久显示群体成员的状态，通知何时状态改变(如下一电话被应用时或接收非紧急呼叫时)。另一特点可以是通过回呼将下一呼叫保留在电话中。呼叫可由交换机而不是某些情况下的发起人或终端交换机建立。系统也可被组构来表明在漫游期间被呼叫人员的地理位置(如移动电话数据)，和/或提供互联网协议(IP)电话的状态(给非互联网协议电话用户)。许多其它配置和服务对于本技术领域熟悉人员将会是显见的而不会偏离本发明的精神和范畴。
对本技术领域的熟悉人员还将是明显的是，在用户计算机上运行的实时交互式目录应用程序接口可在对用户友好的各种配置中提供。例如，图形可用来表示联系，位置，条件等等。改变色彩背景可用来加亮重要信息或当前的状态水平。例如，一台占线电话号码可作红色加亮而企图作的呼叫可用蓝色加亮，等等。许多可在网络中利用的附加的通信状态可被结合进本发明的实时交互式目录应用程序。例如包括电视会议，电视电话，电子邮件和其它已知程序的多媒体应用程序。存在有许多可能的其它实施例，它们中的许多已在上面描述。本发明仅由所附权利要求书限定。

Claims (36)

1．一种交互式目录系统，其特征在于包括：
可在一工作站的视频监视器上显示的用户接口以及显示至少一目录实体和该实体的状态；以及
用于具有此目录实体的状态信息的计算机的联系地址；
其中，此目录系统以此联系地址与计算机联系，访问此目录实体的状态信息，和在交互目录中显示此目录实体的更新状态信息。
2．根据权利要求1所述的目录系统，其特征在于所显示的状态信息包括有至少此目录实体的一个电话号码。
3．根据权利要求1所述的目录系统，其特征在于为状态信息所联系的计算机是在其上实现此交互式目录的同一计算机。
4．根据权利要求1所述的目录系统，其特征在于所联系的计算机是一统计服务器。
5．根据权利要求4所述的目录系统，其特征在于此统计服务器在一呼叫中心系统中。
6．根据权利要求1所述的目录系统，其特征在于此计算机是互联网上的一工作站。
7．根据权利要求1所述的目录系统，其特征在于此计算机是一作互联网连接的服务器，并且也是被计算机电话集成链路连接到与电话网连接的电话交换机的计算机电话集成服务器。
8． 根据权利要求7所述的目录系统，其特征在于此电话网络是一公用电话交换网。
9． 根据权利要求1所述的目录系统，其特征在于其中列举有多个目录实体，并设置有与各实体相关的多个字段，用于显示对所列举各目录实体的可替代电话和个人状态。
10．根据权利要求9所述的目录系统，其特征在于每个个别的电话字段被适配来显示标记以及电话号码，此标记表示与实体相关的电话的状态。
11．根据权利要求7所述的目录系统，其特征在于此标记包括有加底线，图象区域填充，逆影象，特定颜色，检查标记，特定字体，加粗，作斜体字化，和作扫描图象；其中，被特定标记表述的电话状态包括占线，未占线，最佳号，和临时断接。
12．根据权利要求1所述的目录系统，其特征在于还包括与此目录实体相关的交互式输入，用于由用户启动对目录实体的电话呼叫。
13．根据权利要求9所述的目录系统，其特征在于还包括与目录实体相关的多个交互式输入，其中的多个交互式输入为由各个别电话字段启动一电话呼叫提供了条件，然后此呼叫被置于此电话字段中的电话号码。
14．根据权利要求12所述的目录系统，其特征在于此工作站被连接到一电话，由此再被连接到一电话网，其中此电话呼叫被此工作站拨号启动。
15．根据权利要求12所述的目录系统，其特征在于此工作站通过访问与该网和一本地电话交换机连接的计算机电话集成服务器来配置此电话呼叫，此计算机电话集成服务器促使一呼叫被本地电话交换机配置到此实体并使此同一呼叫被连接到与该工作站最接近的电话。
16．根据权利要求9所述的目录系统，其特征在于包括对各个别目录实体的各个联系地址，其中，由不同的计算机对不同的所列示目录实体进行状态更新。
17．根据权利要求1所述的目录系统，其特征在于包括状态字段而非与目录实体相关的电话字段，此状态字段用于字母数字显示。
18．根据权利要求17所述的目录系统，其特征在于状态字段而非电话字段被用于显示一个或多个休假状态，一个或多个临时电话号码，轮班状态，改变到一不同号的时间状态，和公事旅行状态。
19．一种跟踪个人和机构实体的状态的方法，其特征在于包括以下步骤：
a.在一工作站视频监视器上显示交互式目录，此交互式目录提供实体标识和状态；
b.促使此工作站与一具有目录中所列举实体的状态信息的计算机联系，此计算机的联系地址被预先存放在此工作站并与此实体相关联；
c.访问与此联系地址相关的实体的状态信息；以及
d.利用此被访问的信息更新和显示此交互式目录中的实体的状态。
20．根据权利要求19所述的方法，其特征在于步骤(d)中所显示状态的信息包括有至少此目录实体的一电话号码。
21．根据权利要求19所述的方法，其特征在于步骤(b)中为状态信息所联系的计算机是在其上实现此交互式目录的同一计算机。
22．根据权利要求19所述的方法，其特征在于步骤(b)中所连接的计算机是一统计服务器。
23．根据权利要求22所述的方法，其特征在于统计服务器在一呼叫中心系统中。
24．根据权利要求19所述的方法，其特征在于步骤(b)中所连接的计算机是一互联网上的一工作站。
25．根据权利要求19所述的方法，其特征在于步骤(b)中所连接的计算机是一与互联网连接的服务器，而且还是被计算机电话集成链路连接到与电话网相连的电话交换机的计算机电话集成服务器。
26．根据权利要求25所述的方法，其特征在于此电话网络为一公共电话交换网。
27．根据权利要求19所述的方法，其特征在于列举有多个目录实体，其中与各实体相关的设置有多个字段用于显示对所列举各目录实体的替换电话和个人状态。
28．根据权利要求27所述的方法，其特征在于各个别的电话字段被适配来显示标记以及电话号码，此标记表述与实体相关电话的状态。
29．根据权利要求28所述的方法，其特征在于此标记包括加底线，图形区域填充，逆影象，特定彩色，检查标记，特定字体字化，和扫描的图象；其中，由特定标记表述的电话状态包括占线，非占线，最佳号，和临时断接。
30．根据权利要求19所述的方法，其特征在于还包括利用与目录实体相关的交互式输入将一电话呼叫配置到目录实体的步骤。
31．根据权利要求27所述的方法，其特征在于还包括利用与目录实体相关的交互式输入来配置电话呼叫的步骤，其中，此交互式输入为由一个别电话字段启动电话呼叫创造条件，然后此呼叫被配置到此电话字段中的电话号码。
32．根据权利要求30所述的方法，其特征在于工作站被连接到一电话进而再连接到一电话网，其中此电话呼叫由工作站拨电话号码启动。
33．根据权利要求31所述的方法，其特征在于工作站访问一连接在网络上并且还连接到一本地电话交换机的计算机电话集成服务器来配置电话呼叫，而此计算机电话集成服务器促使由本地电话交换机将一呼叫配置到该实体并使此同一呼叫连接到与工作站最接近的电话。
34．根据权利要求27所述的方法，其特征在于包括对各个别目录实体的各个别的联系地址，其中由不同计算机对不同的所列目录实体进行状态更新。
35．根据权利要求19所述的方法，其特征在于包括一个状态字段而非与一目录实体相关的电话字段，此状态字段被适配作字母数字显示。
36．根据权利要求35所述的方法，其特征在于状态字段而非电话字段被适配于显示一个或多个休假状态，一个或多个临时电话号码，轮班状态，改变到不同号的时间状态，和公务旅行状态。
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