The present invention relates generally to telephone equipment, and in particular to telephone desk sets. The present invention also relates to telephony systems, and in particular to techniques for facilitating updates and sending targeted communications within telephony systems.

Conventional telephone desk sets comprise a base which is designed to rest on a flat surface such as a desk, and a handset which rests on the base. It has been proposed to provide such telephone desk sets with a touch screen display, to allow information to be presented to the user, and to allow the user to control the desk set. An example of a telephone desk set with a touch screen display is disclosed in WO 2007/022776. Touch screen displays require a screen display driver module, which is usually provided on a main board mounted behind the screen. In products that are designed to be always on, or which use a lot of processing power, the main board is actively cooled by means of a heatsink and a fan. However, the fan may generate noise, increase the size of the casing, increase power use, and increase the cost of manufacture. If active cooling is not used then problems with overheating may arise. For example, heat from the main board may transfer to the screen, which may reduce its effectiveness and/or reduce its efficiency over time.

It would therefore be desirable to provide a telephone desk set with a touch screen, in which the screen is designed to be left on for extended periods of time and in which effective cooling can be achieved without the need for a fan. It would also be desirable to for the touch screen to be thin and inexpensive to manufacture.

According to one aspect of the present invention there is provided a telephone desk set comprising:

a touch screen which is arranged to display visual information and to provide a user interface to allow a user to input data by tactile contact with the screen in relation to displayed visual information;

a base which supports the touch screen;

a data processor housed within the base which processes incoming and outgoing telephonic data; a telephone handset comprising a microphone and a speaker, the handset in data communication with the data processor; and

a screen display driver module for controlling the touch screen,

wherein the touch screen is upstanding from the base, and the screen display driver module is housed within the base.

The present invention may provide the advantage that, by arranging the touch screen to be upstanding from the base, and the screen display driver module to be housed within the base, the touch screen and the driver module may be physically separated. This may facilitate cooling of both components, and avoid or reduce heat transfer from one to the other. This in turn may allow the desk set to function as an always- on device without the need for active cooling, and may help to prevent a reduction in the life span of the components. The present invention may also allow the touch screen to be thin and inexpensive to manufacture, in comparison to the case where a driver module is located behind the screen.

The desk set may comprise a rigid frame which supports the touch screen and attaches to the base. This may help to strengthen the screen, while allowing it to be held in an upstanding position and maintaining a thin profile. The frame is preferably provided to the rear of the screen, in order to allow the dimensions of the screen itself to be maximised. The frame is preferably provided adjacent to the side and/or top edges of the screen. For example, the part of the frame which supports the touch screen may have an inverted "U" shape, although other shapes could be used instead. Preferably the lower ends of the frame extend around the base.

As well as supporting the screen, the frame may be arranged to conduct heat away from the screen. This may help to prevent the screen from overheating, without the need for a fan. Thus the frame is preferably constructed from a material having high strength and good heat conduction properties. A suitable material is a metal such as aluminium, although other materials could be used instead.

The screen itself may be held in a back plate, which may be located to the rear of the screen. Preferably, heat is transferred from the screen, through the back plate, and to the frame. The back plate is preferably constructed from a material which is light weight and easy to manufacture, while having reasonable heat conduction

properties. Suitable materials are thermoplastic polymers such as polycarbonates, although other materials could be used instead. The telephone desk set may further comprise flanking portions which flank the base. Preferably the flanking portions are connected to or integral with a lower part of the frame. The flanking portions may help to stabilise the base and protect it from impacts.

The flanking portions may function as a heat sink, in order to store and dissipate heat produced by other parts of the desk set, such as the screen, the processor or the driver module. For example, heat produced by the screen may be conducted through the rigid frame to the flanking portions, and then transferred to the atmosphere. This may allow heat to be stored and passively dissipated using structural components of the desk set, without the need for separate heat sinks and/or fans. Transfer of heat to the atmosphere may be though conduction, convection and/or radiation.

The flanking portions are preferably made from solid metal, such as aluminium. This can allow the flanking portions to act as a heat sink while also adding weight and stability to the base and protecting it from impacts. If desired, the flanking portions may be provided with cooling fins.

The base may be removable from the flanking portions. This can allow components inside the base to be accessed for servicing or replacement.

The base is preferably arranged to be placed on a flat, horizontal surface, such a desk. The base may have a substantially flat profile, that is, its width and depth may be greater than its height. Preferably the base defines a chamber for housing the data processor, driver module and/or main board. Preferably the base extends rearwardly from the lower edge of the touch screen. Preferably the screen is upstanding from and at an angle to the base. For example, the screen may have an angle to the base which is at least 45°, 50° or 60 °, and/or less than or equal to 85°, 80 °, or 75°. For example, the screen may be at an angle of around 70°, although other angles could be used instead if desired. Thus, viewed from the side, the touch screen and the base may form a "V" shape. This

arrangement may help to ensure stability of the desk set while maintaining the screen at a convenient viewing angle. Preferably a void is provided behind the screen and above the base. This may help with cooling of the screen and/or base, by ensuring physical separation of the two and providing a greater surface area. The screen display driver module may be provided on a main board, which is housed within the base. Preferably the data processor is also provided on the main board. This may avoid the need for separate boards, thereby reducing manufacturing costs. The main board may be substantially horizontal when the desk set is placed on a horizontal surface. Thus the main board may be at an angle to the screen.

The telephone desk set may further comprise a cable for transmitting signals between the screen display driver module and the screen. Typically USB and/or LVDS cables are used to transmit signals to and from a touch screen. However, since the driver module is located in the base rather than behind the screen, standard cable lengths may not be long enough. Thus the cable may comprise a lengthened USB and/or LVDS cable. In this case, the desk set may further comprise an LVDS transmitter for transmitting signals, and the LVDS transmitter may be arranged to transmit signals at a power level beyond its normal operating

parameters.

If a lengthened cable is used to transmit signals between the driver module and the touch screen, the amount of electromagnetic interference produced by the cable may be increased. Thus various measures may be taken in order to mitigate the effects of any electromagnetic interference. For example, the LVDS cable may be formed from twisted pairs, instead of straight. Furthermore, the LVDS cable and/or USB cable may be shielded, for example with flexible aluminium shielding, or any other suitable shielding material. In addition, the touch screen circuitry, such as the screen display driver module, may be shielded, for example with self-adhesive copper foil or any other suitable material.

Preferably the desk set is passively cooled. In order to deal with the issue of heat dissipation, the desk set may be arranged to conduct heat away from heat producing components. Typically the main heat source on the main board is the processor. In a conventional arrangement, heat is conducted away from the processor by means of a heatsink which then dissipates heat by means of active cooling or airflow over its fins.

However this may add to the size and cost of the desk set.

In a preferred embodiment, the bottom of the base is constructed from a heat conducting material, for example, a metal such as aluminium. Preferably, the bottom of the base is arranged to have a relatively large mass, and to conduct heat from within the base to the sides of the base. This may allow heat produced by components within the base to be stored and passively dissipated using structural components of the desk set, without the need for separate heat sinks and/or fans. Furthermore, the mass of the bottom of the base may improve the stability of the desk set.

Preferably the bottom of the base is integral with or connected to flanking portions which flank the base. Heat may be dissipated from the base to the atmosphere through the flanking portions, and/or exposed areas of the base or other

components.

In conventional telephone desk sets, the processor is provided top of a main board with a separate heat sink over which air is allowed to flow. However this may add to the size and cost of the desk set.

In one preferred embodiment of the present invention, the processor is mounted upside down on the main board. Thus, when the telephone desk set is placed on a flat surface, the processor may face downwards towards the flat surface. This may allow heat from the processor to be conducted away through the base, without requiring a separate heat sink. Thus the base may be arranged to conduct heat from the processor to the sides of the base, preferably to flanking portions.

This feature of the invention may also be provided independently, and thus, according to another aspect of the invention, there is provided a telephone desk set comprising:

a touch screen;

a base which supports the touch screen, the base having at least two side portions and a bottom portion;

a data processor housed within the base which processes incoming and outgoing telephonic data; and

a telephone handset in data communication with the data processor; wherein the data processor is mounted upside down, and the base is arranged to conduct heat away from the processor to the side portions through the bottom portion. In order to help with heat transfer, the processor may be connected to the bottom of the base. For example, the processor may be connected to the bottom of the base by way of a raised platform in the base. A heat conducting material, such as conducting gel, may be provided between the processor and the base to assist with heat transfer.

In one preferred embodiment, the telephone desk set is operable as a conference phone. Thus, the desk set may comprise a speaker for hands free operation.

Preferably the speaker is located in the base and below the screen. In order to achieve high quality and high volume audio, it is desirable to maximise the volume of air behind the speaker. However this presents a challenge in the restricted space of a telephone desk set. In a preferred embodiment, in order to maximise the volume of air behind the speaker without increasing the size of the desk set, the speaker is located in the same physical space as that in which the main board is mounted. Thus the base may define a chamber for housing a main board, and the speaker may be located in the chamber.

A port may be provided to connect the chamber with the atmosphere. The port may be provided, for example, in the front wall of the base, for example on the side opposite the speaker. The port may help to tune the frequency response of the chamber and/or allow airflow through the chamber for cooling purposes.

If the speaker is located in the same chamber as the main board, the main board may be subject to vibrations from the speaker. In order to reduce the effect of such vibrations, the area and rigidity of mountings for the main board may be increased, in order to increase its resonant frequency. Preferably the desk set comprises a main board having a resonant frequency which is higher than frequencies delivered by the speaker. A faceplate below the screen may be provided as a radiating baffle to decrease the directionality of sound from the speaker, thereby enhancing sound quality. The telephone desk set may further comprise a microphone for hands free operation. This may allow the desk set to function as a conference phone.

As discussed above, the speaker for hands free operation may be located in a chamber defined by the base. In this case, if the microphone were also mounted in the base, then feedback from the speaker to the microphone may occur. Thus, it may be desirable for the microphone to be mounted away from the base.

It has been found that a suitable location for the microphone is adjacent to the screen, and set back from the front of the screen. Such an arrangement may help to avoid feedback from the speaker to the microphone.

In a preferred embodiment, the telephone desk set comprises a holder for the handset, and the microphone is located in a channel between the screen and the holder. It has been found that such an arrangement is particularly effective in avoiding feedback from the speaker to the microphone, while making use of existing components of the desk set.

This arrangement may also be provided independently, and thus, according to another aspect of the invention there is provided a telephone desk set comprising: a touch screen which is arranged to display visual information and to provide a user interface to allow a user to input data by tactile contact with the screen in relation to displayed visual information;

a base which supports the touch screen;

a holder for a telephone handset; and

a microphone for hands free operation;

wherein the touch screen is upstanding from the base, the holder is adjacent to the touch screen, and the microphone is located in a channel between the screen and the holder.

The microphone is preferably located behind a hole in the channel. The size of the hole may be chosen to attenuate frequencies below the normal operating range of the telephone desk set. For example, the hole may have a diameter of around 3mm, which may attenuate frequencies below about 100Hz, although other sizes may be chosen as appropriate. Preferably the desk set includes a speaker, in order to allow the desk set to be used as a conference phone. Preferably the microphone is recessed with respect to the screen and/or the holder. This may help to avoid feedback from the speaker. If a person or object is located in front of the desk set, then sound from the speaker may be reflected back into the microphone. It has been found that this can be mitigated by creating a waveguide in front of the microphone. The width of the waveguide is preferably between about 4mm and 7mm, in order to pass the frequencies of human speech. The depth of the waveguide may be between about 2mm and 6mm, for example around 3mm. Thus, in a preferred embodiment, the edge of the screen and the edge of the holder form a waveguide, and the

microphone is mounted in the waveguide. The waveguide is preferably able to attenuate sound which is reflected back to the microphone from an object in front of the desk set.

Preferably the microphone is mounted in a rubber boot. This may help to ensure that the microphone is acoustically isolated from the frame. The rubber boot may be arranged to dampen frequencies generated by a speaker in the desk set. According to another aspect of the present invention there is provided a telephone desk set comprising a touch screen display and user interface which is arranged to display visual data and to allow a user to input data by tactile contact with the screen in relation to displayed visual information, and the desk set comprising a base which supports the screen and housed within the base there is provided a data processor which processes incoming and outgoing telephonic data a handset comprising a microphone and a speaker, the handset in data communication with the data processor, and the telephone desk set comprising a base housing which

accommodates the data processor, and supports the touch screen. According to another aspect of the present invention there is provided a telephone desk set comprising a touch screen display which is arranged to display visual data and to provide a user interface to allow a user to input data by tactile contact with the screen in relation to displayed visual information a base which supports the screen there is provided a data processor housed within the base which processes incoming and outgoing telephonic data; a telephone handset comprising a microphone and a speaker, the handset in data communication with the data processor, wherein the base provides support to the touch screen, and the touch screen upstanding from the base.

Substantially all data processing capability of the desk set may reside within the base. The touch screen is preferably purely a slave device, which does not incorporate a data processor. The touch screen may comprise a communications interface connectable with the data processor, through which signalling and data are conveyed between the screen and the data processor. The touch screen may be maintained at an incline from the base.

The desk set may comprise a handset holder to receive and detachably retain the handset. The holder may be located to a side portion of the touch screen. The handset may be in data communication with the data processor by way of a wired connection, or by way of an air-interface connection (such as Bluetooth®).

The base preferably extends rearwardly of the touch screen. The handset may comprise a generally elongate body which is provided with a speaker region at one end and a microphone region at an opposite distal end.

The desk set may be substantially entirely controlled by the user by way of tactile contact with the touch screen. This may be supplemented by voice control commands which are vocalised by a user and recognised by the data processor.

The desk set preferably comprises a screen display driver module, either hardware or software, which may include one or more sub-modules, configured to drive the touch screen to present on said touch screen one or more interactive visual displays to allow various telephonic functions be to performed by the user, such as the ability to select a party to be called, dial a number, display the identity of a calling party, selection of a stored number from an address book or list of stored numbers, type alpha numeric data. Other telephonic functionalities may also be enabled by data presented on the touch screen by the module. The screen display module may also present options to the user to control settings of the desk set, as well as control or configuration of connection settings with devices or ports external of desk set. The user can use the touch screen to react to what is displayed and to control how it is displayed (for example by zooming the text size). The touch screen may include a sensor to determine at which point or region on the touch screen a touch interaction is made. The touch screen is preferably, but not essentially, a capacitive touch screen. The data processor of the desk set may receive a signal from the sensor indicative where the screen has been touched, and can map that region, location or gesture to the particular functionality or input option displayed which relates to that location. The data processor can then execute the selected functionality and perform the task. The telephone desk set may comprise any feature described in the detailed description and/or shown in the drawings.

Telephone networks comprising multiple telephone stations often require updates. These updates could be a result of a new employee, a change or role of an employee or an employee moving to a new location (e.g. office). In such systems each employee has a telephone station, typically a desk set, which is identified within the network domain as associated with a particular user. For example, telephone desk set '1 1 1 1 ' is associated with a user Peter Smith. With known systems these changes would require the intervention of someone who is technically skilled in accessing the system control and effecting the required changes. Therefore, this requires both someone who is able to perform the system update and for that person to have the time resource to do so. If such a person is already occupied with ongoing work, then there may be a delay in being able to have the updates made. In organisations where changes in personnel are frequent, performing the required updates in a timely fashion can be problematic. If any updates are not effected sooner rather than later, it may be difficult to contact a particular user, which may have several negative consequences in relation to the smooth and efficient operation of the organisation. It would therefore be desirable to be able to effect updates without the need for the intervention of a technically trained operative. It would also be desirable for updates to be processed in an organised manner, in particular where the update may involve various parties. Furthermore, it would be desirable to ensure that updates which affect call processing are made as quickly as possible.

We have devised telephone network equipment to significantly facilitate telephone system network updates and provide various other advantages. According to another aspect of the present invention there is provided an update controller for managing updates of an organisation's telephone system, the update controller comprising:

an interface arranged to receive updates from a telephone station in the telephone system;

an update manager arranged to process updates;

a switch interface for interfacing with a telephony switch; and

an event interface for interfacing with an event bus,

wherein the update manager is arranged to direct updates relating to call processing to the telephony switch via the switch interface, and to direct other updates to the event bus via the event interface.

The present invention may provide the advantage that, by arranging the update manager to direct updates relating to call processing to the telephony switch via the switch interface, and to direct other updates to the event bus via the event interface, updates can be processed in an organised manner throughout the entire telephony system, while ensuring that updates concerned with call processing are handled as quickly as possible.

An update may be any type of change resulting from an interaction between a user and the system, or between two or more system components. For example, an update may be a change to the configuration of a system component, or information regarding an event which has taken place, or a change in user details, or any other type of change.

On receipt of an update, the telephony switch may action the update and may then notify success back to the update controller. In response, the update controller may post the update on the event bus, to enable other parts of the system to be made aware of the update. Thus the update manager may be arranged to receive confirmation of an update from the telephony switch and, in response, to direct an update to the event bus.

The update manager may also be arranged to receive updates from the event bus, and to direct updates to a telephone station via the phone interface. This can allow the telephone station to be updated when user details are updated by another part of the system. Preferably the update controller is operated by a party external of the organisation. For example, the update controller may be operated by telephony service provider which provides telephony services to the organisation.

According to another aspect of the invention there is provided a telephony system comprising an update controller in any of the forms described above, and an event bus arranged to transfer updates within the telephony system. The event bus is preferably a logical bus which transfers event occurrences from sources to subscribers. This can allow event receivers to be decoupled from event senders, thus simplifying communication between different parts of the telephony system.

The event bus is preferably able to transfer updates between multiple parties. Thus for example multiple parties may subscribe to particular events on the event bus, and some or all of those parties may also be sources for events.

The provision of an event bus as described above can facilitate expansion of the telephony system. For example, new system components which need to be kept updated with events can be added by providing a connection to the event bus. This can allow new system components to be added without having to modify other parts of the system.

The telephony system may further comprise a telephony switch for processing calls. For example, the telephony switch may direct calls from a public switched telephone network (PSTN) to a telephone station in the telephone system, and vice versa. Preferably the telephony switch is a private branch exchange (PBX), for example a private branch exchange serving the organisation.

The organisation's telephone system may be provided as a service by a party external of the organisation. For example, the organisation may be a company, and the external party may be a telephony service provider which provides telephony services to the company. In this case the telephony switch may be operated by the external service provider. Other parts of the telephony system, such as the update controller and/or the event bus may also be operated by the external service provider. This may allow the organisation's telephone system to be managed externally, thus avoiding or reducing the need for technically trained operatives within the organisation itself. Where the telephone system is provided as a service by an external party, it may be desirable for the external service provider to operate a system for managing its interactions with users of the telephone system. For example, the external service provider may operate a customer relationship management (CRM) system, which may use technology to help organize, automate and synchronise customer service and technical support for users of the telephone system. Such a system may comprise a database which stores user details, in order to allow targeted services and support to be provided to individual users or groups of users.

Thus the telephony system may further comprise telephone network apparatus (such as a CRM system) arranged to receive updates of user details of users of the organisation's telephone system, the apparatus comprising a database to store the user details, wherein the database is arranged to be accessible by a party which is external of the organisation.

Preferably the telephone network apparatus comprises an event interface for interfacing with the event bus. In the arrangement described above, it may be desirable for the external service provider to send targeted communications to particular users or groups or users. For example, it may be desirable to send a communication to a user or group of users based on the way in which their telephone stations have been used, and/or other user characteristics. As an example, where a user appears to be using a phone feature for the first time, or appears to be having trouble with a particular feature, it may be desirable to offer the user a tutorial concerning that feature. It may also be desirable to send different communications to different users in dependence on their role within the organisation. Thus the telephony system may further comprise a communications controller, the communications controller comprising a communications distributer arranged to receive user details criteria, to compare the received user details criteria to stored user details, and to send communications to a user having user details which match the user details criteria.

By providing a communications controller in combination with an event bus as described above, the communications controller can maintain an up-to-date database of relevant user details without requiring a direct connection with other parts of the system, thus allowing targeting communications to be sent to users as appropriate.

Preferably the communications controller comprises a usage tracker which stores usage information, and the communications distributer is arranged to query the usage tracker to identify users to whom a communication should be sent.

Preferably the communications controller comprises an event interface for interfacing with the event bus.

According to another aspect of the present invention there is provided a telephone network apparatus which is arranged to receive updates of user details of users of an organisation's telephone system, and the apparatus comprising a database to store the user details, and the database arranged to be accessible by a party which is external of the organisation, and the apparatus arranged to send control and data signals to a telephony switch.

By a 'party external of the organisation' we include a party which would not generally be considered as part of the organisation. For example, the organisation may be a company, and the external party may be a telephony service provider which provides telephony services to the company.

According to another aspect of the invention there is provided a telephone system comprising a telephone station, such as a telephone desk set, and a network node, wherein the station is configured to enable a user to request that an update of user details is effected, including the identity of the user of the desk set, and on input to the station of such a request by the user, the desk set is configured to output an update request signal, the node is arranged to receive said request and forward the request to an administrator, on receipt of a signal from the administrator indicative of approval of the request, the node arranged to send an approval signal to the desk set to allow the processor of said desk set to implement the update.

This advantageously allows a user in a simple step, with the approval of an administrator, to effect an update without the need for the intervention of a technically trained operative. No specialist technical training is required by the system administrator. The node may be arranged to issue an output to any stations or nodes of the network to effect data synchronisation of the update over the network.

Another aspect of the invention relates to a telephone network, comprising the telephone network apparatus described above.

The apparatus may comprise one or more features described in the detailed description and/or shown in the drawings. According to another aspect of the present invention there is provided a method of managing updates of an organisation's telephone system, the method comprising: receiving updates from a telephone station in the telephone system;

directing updates relating to call processing to a telephony switch via a switch interface, and directing other updates to an event bus via an event interface.

Preferably the method is carried out by a party external to the organisation.

In the arrangements described above, parts such as the update controller, the event bus, the telephony switch, the telephone network apparatus and the communications controller may be implemented, for instance, as software modules running on one or more processors and/or as hardware components as appropriate. The processor(s) may be physically located at the party which is external of the organisation, or elsewhere such as in the cloud. According to another aspect of the invention there is provided a computer program, or a computer readable storage medium comprising program code, which, when executed on a processor, causes the processor to implement an update manager, an event bus, a telephony switch, a telephone network apparatus and/or a

communications controller in any of the forms described above, or to carry out a method as described above.

Features of one aspect of the invention may be provided with any other aspect.

Apparatus features may be provided with the method aspect and vice versa. Various embodiments of the invention will now be described, by way of example only, with reference to the accompanying drawings, in which: Figure 1 is a perspective view of a telephone desk set;

Figure 2 is a front elevation of the telephone desk set of Figure 1 ;

Figure 3 is a rear perspective view of the telephone desk set of Figure 1 ;

Figure 4 is a side view of the telephone desk set;

Figures 5A and 5B show parts of the telephone desk set in more detail;

Figure 6 shows a cross section through the telephone desk set;

Figure 7 shows a telephone network;

Figure 8 is a flow diagram showing various steps effected by the network of Figure 7 to effect an update;

Figure 9 is a flow diagram showing various steps effected by the network of Figure 7 to push a communication to a one or more identified recipients;

Figure 10 shows parts of a telephony system in another embodiment of the present invention;

Figure 1 1 shows schematically parts of a telephone station; and

Figure 12 is a flow diagram showing part of a process for handling updates.

Telephone desk set

With reference to Figures 1 to 6 there is shown a novel telephone desk set 1 , which includes a touch screen display 2 and a handset 3. As will be described below, the desk set 1 not only provides optimum functionality, usability, but also significant customisation variants which can be easily implemented at the system operator's or user's requirements. The desk set 1 represents a new genus of telephone desk set in the development of telephone desk set technology. The touch screen of the desk set 1 is supported by a base 4. The base 4 houses a data processor, a memory, and one or more hardware modules. The memory is loaded with an operating system platform, such as Android®, which causes various software applications and hardware or firmware modules to be executed. The base 4 may also house other components and sub-systems such as power regulation and loudspeakers. An internal data and signalling interface of the data processor is provided which connects to an interface of the touch screen 2. The data processor serves to control output and process (interactive) input from the touch screen by way of the connection between the respective interfaces.

The base 4 houses a central processing unit (CPU) and the associated mother board, thus ensuring that all, or at least the bulk, of data processing is performed within the base. The touch screen 2 is preferably a capacitive touch screen which includes a sensor to determine at which point or region on the touch screen a touch interaction is made. The data processor of the desk set receives a signal from the sensor indicative of where the screen has been touched, and can map that region, location or type of tactile gesture to the particular functionality or input option displayed which relates to that location. The data processor can then execute the selected functionality and perform the task. The touch screen 2 is capable of displaying text, images and moving images, with a high degree of visual clarity. Broadly, the data processor of the desk set receives a signal from the sensor indicative where the screen has been touched, and can map that region, location or gesture to the particular functionality or input option displayed which relates to that location. The rearward facing end 10 of the base 4 is provided with a plurality of connector ports 10a, 10b, 10c, 10d, 10e, 10f and 10g for data and/or signalling inputs and 15 outputs, and power input. The ports provided may include a RJ1 1 c socket, a USB socket (or variants thereof such as micro USB), an RJ45 socket, a headphone socket and a power cable socket.

The desk set 1 comprises a screen display driver, which is run or initiated by the data processor, which is configured to drive the touch screen to present on said screen one or more interactive visual displays to allow various telephonic functions be to performed by the user, such as the ability to select a party to be called, dial a number, display the identity of a calling party, selection of a stored number from an address book or list of stored numbers, type alpha numeric data. Many other telephonic functionalities may also be enabled by data presented on the touch screen by the module. The screen display driver may also present options to the user to control settings of the desk set 1 , as well as control or configuration of connection settings with devices or ports external of desk set. The user can use the touch screen to react to what is displayed and to control how it is displayed (for example by zooming the text size). The touch screen and the visual displays presented thereby thus provide a convenient and user-friendly interface to enable a user to use, configure and interact with the desk set.

The telephone desk set 1 highly advantageously enables many different types of functionalities to be available to the user. Such functionalities may come pre-installed into the memory or firmware of the desk set; however, the user may easily augment the functionality by loading applications into the memory of the desk set. The following is a non-exhaustive list of some of the functionalities which the desk set 1 could be configured to implement:

Speakerphone

Voicemail

Speaker volume

Ring tone

Call history

Missed call alerts

Conference calls

Multi-call management

Provisioning

Call forwarding

Email access

Calendar

Reminder system

Video calls

Dissemination of company-wide messages or announcements (visually and/or aurally)

Internet access

Third party application integration (such as Skype®)

User help videos and user help pages

Television interface

The desk set 1 has incorporated therein a Wi-Fi® transmitter/receiver to enable the desk set to communicate with other Wi-Fi® enabled devices over an air interface.

The front facing surface of the touch screen 4, at an upper margin thereof, is provided with an integrated camera 12 which is controlled by the data processor. The camera 12 advantageously allows video or still images to be captured thereby and transmitted to another party with whom the user is speaking using the desk set, for example by way of a video call or video conferencing. The inclusion of the camera also allows other highly beneficial functions including the use thereof as a camera to monitor activity in, for example, office space, for example during out-of-hours, and so could be configured to function as a security camera to monitor and record activity which is in the field of vision of the camera. In that regard the telephone desk set could conveniently be linked to an external security system, such as a CCTV security system.

The touch screen 2 is conveniently maintained at a vertical incline by virtue of the supporting connection with the base 4. The desk set 1 comprises a rigid frame 15 which extends at the upper side margins of the base 4 and which extends upwardly at an incline to the vertical. The angle of incline is in the range 15 degrees to 45 degrees, and more particularly is in the range 20 degrees to 40 degrees. The incline results in the screen facing upwardly. Fasteners 15a secure the touch screen and the base to the frame 15.

The base 4 houses substantially all of the data processing capability of the desk set, as opposed to any, or any significant, data processing being incorporated into the touch screen, for example at the rear of the touch screen. This physical spacing of the data processor from the screen ensures that any potential detrimental effect caused by heat dissipated from the data processor acting on the screen, which over long periods may cause damage to the screen is avoided, or at least significantly minimised. As best seen in Figures 3 and 4 a void is located behind the screen 2 and above the base 4 and assists in maintaining thermal separation between the two components. It is also to be noted that the mass and material of the base allow the data processor to be cooled passively without the need for a fan. Furthermore, the mass of the base structure ensures that the desk set is stabilised in position.

With reference to Figure 3, the base structure comprises two portions 14, which flank (and receive) the base portion 4. The portions are each made of solid metal, for example die-cast Aluminium. The portions 14 advantageously serve as heat sinks. The portions 14 also serve as locators for the base portion 4 which is in effect the processing unit for the desk set. The base portion 4 can conveniently be slid into position between the portions 14, and the portions also protect the base unit 4 from any side impacts. The portions 14 are integral with a front positioned portion in which the speakers 17 are mounted, with the front portion (of solid metal) located adjacent to the basal portion of the screen 2. In this way the speakers are acoustically isolated from the microphone (for hands-free use), and so there is no requirement to alternate activation of the speakers and the microphone i.e. half-duplex mode, which can deteriorate the sound quality, due to the switch. With the desk set currently presented, it can function in full-duplex mode, and so obviate the need for switching and thereby improve the sound quality.

The portions 14 also conveniently serve as an acoustic barrier between the

(handsfree) microphone and the front mounted speakers.

The handset 3 is detachably retained in a holder or cradle 20. Although not shown in the Figures the handset 3 is connected to the base 4 by way a cable or wiring which allows communication of data/signalling for the microphone and speaker

incorporated into the headset. It will be appreciated that an alternative to a hardwired connection between the base 4 and the handset would be a connection over an air interface, such as by a Bluetooth® connection. The cradle 20 is conveniently located at the side of the screen, the cradle may alternatively be provided at the opposite side, as shown by cradle 21 in broken line, and in that regard the cradle may conveniently be removably detachable to the screen so that the user can select whichever position is preferred.

The desk set comprises a hook switch in which a magnet and an induction coil or magnetically activated switch is provided in each of the handset and the cradle. The magnet and coil are positioned so that they are sufficiently proximal to each other when the handset is placed on the cradle that the effect of the magnet is to cause an output of the coil/switch indicative of the handset being on the cradle. The signal from the coil/switch is received by the processor so that an indication of whether the handset is on- or off-hook is provided.

Underneath the touch screen and forwardly located of the desk set there are provided speakers 17 mounted behind grills 36, for example for use when hands-free functionality is selected. Alternatively a single speaker may be provided and the other grill may function as a port to allow airflow through the base.

Screen design

In conventional touch screen displays, a main board with a screen display driver is mounted behind the screen. This requires power to be provided to the components mounted behind the screen. In products that are designed to be always on, or which use a lot of processing power, the main board is actively cooled by means of a heatsink and a fan. However, the fan generates noise, increases the size of the casing, increases power use, and increases the cost of manufacture. In a preferred embodiment of the telephone desk set, various measures are taken which allow the screen to be always on while avoiding the need for active cooling. These measures may also allow the screen to remain slim while being inexpensive to manufacture, and may help to prevent a reduction in the life span of the components.

To keep the form factor of the screen slim, the main board is moved from its usual location behind the screen, and placed into the base of the unit. In one possible arrangement, the board is substantially horizontal, and the screen is at an angle of approximately 70 degrees to the board.

Typically the main board comprises a data processor and a separate screen display driver. The screen display driver takes the display data out of memory, and converts it into signals which can be sent to the display. Typically a LVDS (Low Voltage Differential Signalling) cable is used to send signals from the display driver to the screen. Typically, touch data is received from the screen via a USB (Universal Serial Bus) cable. Of course, other types of cable could be used instead.

In the present embodiment, in order to move the main board from behind the screen and into the base of the unit, the length of the USB and LVDS cables is increased. In order to lengthening the LVDS cable, the power of the LVDS transmitter is increased beyond its normal operating parameters. However, increasing the power of the transmitter may increase the amount of interference emanating from the cable. In order to mitigate the effects of increasing the length of the LVDS cable, the following measures are taken:

1 . The touch screen circuitry is covered with a self-adhesive copper foil

2. Twisted pairs are used for the LVDS cable (instead of the usual straight

connections)

3. The LVDS cable and/or the USB cable is shielded with flexible aluminium shielding.

Heat dissipation

The main heat source on the main board is the processor. Heat is normally conducted away from the processor by means of a heatsink which then dissipates heat by means of active cooling or airflow over its fins. However this may add to the size and cost of the telephone set. In a preferred embodiment, the unconventional approach of mounting the processor upside down on the main board is taken. The processor is connected to the aluminium base by way of a raised platform cast into the base. The base under the processor is designed to have a large volume and to conduct heat to the sides of the base where the heat can be stored safely and passively radiated away. This can allow heat to be transferred away from the processor using structural components of the desk set, rather than separate heat sinks and/or fans. The increased size of the base also adds weight and stability to the desk set.

The sides of the base (flanking portions 14) are also used to mount the aluminium frame 15 that supports the screen. The screen itself is held by a back plate which is connected to the frame. The back plate is constructed from polycarbonate which is fairly heat conductive. This allows heat to be conducted away from the screen through the frame and to the sides of the base. The frame can be thermally bonded to the base if required.

Microphone mounting, audio shielding and channelling

In one embodiment, the telephone desk set is operable as a professional conference phone. In order to achieve this, high quality audio output is required, for example, at levels of 70dB at 3m. Furthermore, it should be possible to detect sounds at a level of, for example, 20dB (assuming a full duplex conversation).

In order to produce high quality and high volume audio, the volume of air behind the speaker should ideally be maximised (the larger the volume of air, the better the lower audio frequencies are replayed). However this presents a challenge in the restricted space of a telephone desk set.

In one embodiment, the volume of air behind the speaker is maximised by using the same physical space as that in which the main board is mounted. In this way, the space in which the main board is mounted also functions as a chamber for the speaker. The space which is not occupied by the main board is filled with a medium density non-flammable fibre wadding which both increases the apparent volume and decreases internal reflections. A port is located diametrically opposite the speaker both to tune the frequency response of the chamber and to allow airflow through the chamber for cooling purposes. As the board is subject to vibrations from the speaker, the area and rigidity of its mounting is increased to take its resonant frequency up above the frequencies delivered by the speaker. This is achieved by increasing both the number of screw points and the area of the base contacting them.

An aluminium faceplate below the screen is used as a radiating baffle to decrease the directionality of the sound.

In the arrangement described above, the entire base functions as an acoustic chamber. It is therefore undesirable for the microphone (however well shielded) to be situated in the same chamber, since this could lead to audio feedback.

Furthermore, the audio from the speaker and baffle radiates in all directions within 170 degree of a sphere. Therefore the microphone should preferably be placed behind the loudspeaker.

Referring back to Figure 2, the telephone desk set is provided with a microphone 22 which can be used for hands free or conference calling. The microphone 22 is separated from the speaker 17 by placing it halfway up the screen 2 and halfway back from the front of the screen.

It is also desirable to reduce the effect of any sound reflected back to the microphone from someone standing in front of the speaker. One way to achieve this is to create a waveguide in front of the microphone. In the arrangement of Figure 2, the edge of the screen 2 and the edge of the handset cradle 20 form a waveguide, and the microphone 22 is mounted in between them.

Figure 5A shows part of the screen 2 and the handset cradle 20 in more detail.

Referring to Figure 5A, a channel 23 is created between the screen 2 and the handset 20. The channel 23 forms a waveguide for the microphone. The width of the channel is about 4-7mm, and the depth of the channel is about 3-6mm. A hole 27 is provided in the channel, behind which the microphone is mounted. The hole has a diameter of approximately 3mm, which attenuates frequencies below about 100Hz.

Figure 5B is a cross section through part of the handset cradle, showing the position of the microphone. Referring to Figure 5B, the microphone 22 is located in the rear of the cradle 20 behind the hole 27. The microphone 22 is acoustically isolated from the frame 15 by mounting it inside a rubber boot 24. The rubber boot 24 is capable of damping some or all of the frequencies generated by the speaker. Signals from the microphone 22 are transmitted to the main board by means of cable 29.

In operation the waveguide 23 functions as a directional filter, to pass sound emanating from in front of the screen while attenuating sound arriving at an angle. Thus the voice of a person facing the screen will pass directly through the waveguide and into the microphone. However sound from the speaker which is reflected by an object in front of the screen will arrive at an angle, and thus be attenuated by the waveguide. The waveguide will also attenuate the voice of a person standing at an angle to the screen. As an example, the waveguide may attenuate sounds arriving at an angle of greater than about 45° to the normal. The waveguide 23 and the hole 27 in combination also function to attenuate lower frequencies, for example frequencies below about 100-1 10 Hz, which are outside the operational frequency range of the desk set.

Figure 6 shows a cross section through the telephone desk set 1 . Referring to Figure 6, the aluminium frame 15 is provided to support the screen 2 and hold it at an angle to the base 4. The screen itself is held in a back plate 44 which is connected to the frame. The back plate is constructed from polycarbonate which is strong, light weight and easy to manufacture, and is also fairly heat conductive.

The base 4 forms a hollow chamber 35. The main board 25 is located inside the base 4, and is supported by mounts 26. The mounts 26 are oversized for stability and to help conduct heat from the board to the base. The main board 25 includes a data processor 28 and a screen display driver module 30. A USB cable 32 and an LVDS cable 34 are used to connect the screen display driver module and the processor to the touch screen 2.

As can be seen from Figure 6, the processor 28 is mounted upside down on the main board 25. The processor 28 is connected to the aluminium base by way of a raised platform 42 in the base 4. A heat conducting gel is used between the processor and the raised platform.

The speaker 17 is mounted inside the hollow chamber 35. Sound is transmitted from the speaker 17 to the exterior through a speaker grill 36. The space in the chamber which is not occupied by the main board or other components is filled with a fibre wadding 38. A port (not shown) is provided opposite the speaker 17, both to tune the frequency response of the chamber and to allow airflow through the chamber for cooling purposes.

Although mention has been made of the telephone desk set 1 for use in a

commercial or business environment, the telephone desk set also finds useful application for domestic and personal use, and is not limited to commercial or business use.

Advantageously, the base 4 comprises a detachably connectable access portion which can be removed by a user to access the internal space of the base. The access portion may be a panel or housing element which is held in place by fasteners. With the access portion removed, a user can conveniently remove a hardware component or module, such as the motherboard, and replace the same with new component/module.

Overall, it should be highlighted that the desk set is maintenance friendly, and facilitates parts interchangeability. Because the screen and the base can be removed individually, this results in a more environmentally friendly telephone desk set, since only a part/module (as opposed to the entire desk set) could be replaced or repaired.

Whilst for the desk set shown, the set is powered by an external power source, for example from mains power, in another embodiment, the set may be powered by a (rechargeable) battery. Indeed, one embodiment may include a mains power input and an internal battery, allowing the user to select which power source to use. Such an internal battery would be provided within the base 4.

Telephony system

With reference to Figure 7 there is shown a network of a telephony system 101 , the network comprising various components and nodes, including a hub 107 which serves multiple telephone stations 105 of an organisation 1 10, a customer relationship manager (CRM) database 102, a telephony switch 103 and a control processor 108. As will be described below, the CRM 102 and the processor 108, serve to enable quick and simple updates stemming from user details of users associated with particular telephone desk sets 105. The system also advantageously enables tailored communications to be sent to only those users to whom the communications are most relevant or appropriate. The CRM database 102 stores details of the users of the telephone desk sets 105. These details, which could be termed users' profiles, include:

User name

Job Title

Department

Office location

Email address

Details of calls made by and to each user

System updates

One type of update event would be the change of user of a particular desk set 105. The desk set 105 would, before any update is effected, likely display the name of the current end user, and moreover, the organisation would retain a look-up table of user names versus an identifier for that station. Therefore, changes to at least the look-up table and the data stored on the desk set need to be changed.

The desk set may guide the user through the following menu-driven steps on the user interface of the desk set: a. SETTINGS

b. CHANGE PHONE OWNER

c. CHANGE Considering each step in turn, the (new) user selects the SETTINGS option from the user interface of the desk set. The user then selects the option to CHANGE PHONE OWNER. The user is then prompted to enter the new profile details; in this example this would be the named user of the desk set, and any associated details. The desk set would then prompt the user to confirm that the details entered are correct and that the updated details are to be sent for approval by an administrator by selecting the CHANGE button. The desk set would be pre-configured with a stored address identifier, for example that of another desk set (of the administrator) and/or an email address of an administrator. Thus, when the user confirms that it wishes for the update request to be sent, the desk set outputs a message which includes the details of the update and this message is directed to the stored address of the administrator. The administrator may be another desk set user within the telephone system of the organisation, and so the message could either be sent directly to the desk set, or could be sent as an email message to the email address of the administrator. In the latter case, a gateway (not illustrated) may be provided connected to the telephone network. On receipt and approval of the request for the update, a signal, together with the associated data and identifier, is sent to the hub 107 of the telephone system. The hub 107 is configured to recognise the message relating to approval of an update request, and on so recognising, is configured to send the updated user details to the CRM database 102, over a network 106 and via the telephony switch 103. On receipt of the updated details by the CRM, the CRM looks up the current exiting user details for the desk set. The CRM then replaces the existing details to the extent that they have been updated. On completion of update of the database, the CRM then issues a signal to the telephony switch 103, so that any required update to data stored in the switch can be made. Once effected, the telephony switch then causes a signal to be sent, via the network infrastructure 106 to the hub 107. The hub recognises the signal as being indicative of an instruction to effect the update. The hub 107 then updates its own database of system user details, and outputs a signal to the, or those, desk sets affected by the change to implement changes required to the data stored in those desk sets.

The telephony switch 103 comprises a data processor and a database. The database may, for example, store rules as to how a received external call where the called party resides in the organisation 1 10, is to be directed. For example, the organisation may publicise a contact telephone number for the sales department. On receipt of the call to this number, the switch 103 is operative to direct that call to a particular desk set 105, since the stored data in the switch 103 associates the called number with one (or more) desk set identifiers. Similarly, the switch 103 may store details of hunting lists to call a sequence of pre-identified desk sets in a particular order. For example, on calling the marketing department from an external line the switch 103 would recognise that this is associated with a line hunting list, and so would be operative to cause pre-defined desk sets to be called in sequence such that if a first desk set when called did not answer (either rings out or not within a certain period of time), the call would then be pushed to the next identified desk set on the list and so on until a user of one of the contacted desk sets answers. The settings, such as line hunting rules, can conveniently be controlled remotely by an

administrator, or by an individual with the permission to do so. This may be done by way of a computer connected to the hub 107, or possibly by way of a desk set of a user authorised to make such changes. The hub 107 would relay the control signals to the telephony switch.

In the example shown, all of the CRM 102, the data processor 108 and the telephony switch 103 are off-site from the organisation's premises 1 10. The CRM 102 and the processor 108 need not necessarily be at the same physical location as the telephony switch. The CRM 102 comprises a respective interface for communication with each of the telephone system, the control node 108 and the telephony switch 103.

Figure 8 shows a flow diagram showing the various steps, 121 to 126, of the updating procedure.

Accordingly, the system described above advantageously allows extremely convenient and straightforward updating of changes in user details, without the need for a technician with the required training and experience to do so, thus ensuring that the user details updates are quickly implemented.

Targeted communications

As will now be described, access to the CRM node is made available to a party external of the organisation. For example, this party could be the party which provides the use of the CRM node and the telephony switch as a service to the organisation 1 10. Connected to the CRM node there is provided a processor 108 which is controlled by the external party. The processor 108 is configured to be able to query the database in relation to user details criteria. For example, a query for the identifiers of all members of the sales department would search the field in the database and to locate those users which are indicated as being members of that department. The external party is then able to suitably direct a communication only to those users for whom it is relevant. An example of such a communication would be details of new service offerings by the external party. As is now described, such communications would be sent directly to the desk sets of the relevant users.

Continuing the example, on retrieving the identifiers of the relevant users, the control processor 108 then causes the communication (or a link to the communication) to be stored in association with the identified recipients. Each of the telephone stations 105 is configured to periodically check for stored communications. This is done by each station 105 sending a request signal to the CRM 102, via the hub 107 and the network 1 12. The CRM then determines whether there is a communication stored against the received identifier. If there is, the CRM pushes the communication to the respective telephone station via the network 1 12 and the hub 107. A copy of the communication is then presented to the users directly on their desk set.

The phone station displays an overview of communications received to the user on a rotating basis and allows users to view full details of an individual communication. Each communication may comprise text, images, audio, video, or a combination thereof. In this way communication can be tailored for particular groups of the organisation's users and sent only to those users, this providing an enhanced way to disseminate information. Those users for whom the communication is of little or no relevance will not be sent the communication. This allows the external party, typically envisaged as the service provider, to better focus its communications directly to the individuals concerned. This channel of communication is beneficial not only to promote new or enhanced service offerings, but can also be used to inform relevant users of current service status.

Figure 9 shows a flow diagram of the various steps, 201 to 206, for sending messages to a selected cohort using access to the CRM node 102.

The CRM may be arranged to store usage details, such as when each user has made or received a call, and the details of the called/calling party which is external of the organisation. As can be seen from the description above, the telephone network apparatus provides dual functionality of being able to conveniently make updates for changes in configuration of a telephone system of an organisation, and additionally provide a service provider to send communications only to those users to whom the

communications are relevant.

It should be appreciated that nodes of telephone systems which store user details would typically be accessible only to the administrators or authorised personnel of that organisation, typically from the organisation's premises. The node would itself usually be located in the organisation's premises, accessible for example by way of one or more computer terminals. However, in relation to the embodiment above, by providing access to the stored user details to both the organisation and to a party external of the organisation, a shared data resource is advantageously made available to both parties, and not solely for the benefit and use of the organisation.

Event handling

Figure 10 shows parts of a telephony system in another embodiment of the present invention. Referring to Figure 10, an organisation's telephone system 1 12 comprises a hub 107 which serves multiple telephone stations 105 within the organisation, in a similar way to that described above with reference to Figure 7. Each telephone station may be a telephone desk set such as that described above with reference to Figures 1 to 6, or any other type of telephone equipment such as a handheld telephone. A telephony switch 50 provides connections between the hub 107 and the public switched telephone network (PSTN) 120. In some embodiments the hub 107 is split into multiple hubs; in other embodiments the hub is omitted and an interface to other system components is provided in each of the telephone stations.

The telephony switch 50 includes a phone call controller 52, and a database 54 which stores details of users of the telephone system together with rules as to how calls are to be directed. The telephony switch in this embodiment is a private branch exchange (PBX), and is provided by an external party as a service to the

organisation 1 10.

The system of Figure 10 also includes customer relationship management (CRM) system 40. CRM system 40 is provided to manage interactions between the telephony system provider (i.e. the provider of the PBX 30) and users of the telephony system. The CRM system 40 comprises a workflow manager 45, and a customer relationship database 43. The workflow manager 45 manages interactions with the users of the telephone system, while the customer relationship database 43 stores data about the users, such as the users' profiles described above. A person within the telephony system provider's organisation accesses the CRM system 40 via a user interface 48. This can allow the telephony system provider to respond to user needs and to provide services which meet user requirements.

It will be appreciated that the phone user database 54 stores data which affects how phone calls will be directed by phone call controller 52. On the other hand, customer relationship database 43 stores more extensive data about the users and how they have used their telephone stations, in order to help the provider of the telephone system to manage relationships with its customers. Referring still to Figure 10, the telephone system of this embodiment includes an event bus 58. The event bus 58 is a logical bus which is used to transfer event occurrences from sources to subscribers. The event bus is connected to the PBX 50 and the CRM system 40 via respective event APIs (application programming interfaces) 56, 46. Thus, if an event occurs in one part of the telephony system (an event source), the event bus is notified of this event, and transfers details of the event to all other parts of the system which are subscribed to this type of event (the event subscribers). This arrangement can allow knowledge of events to be passed around the system in a managed way without interfering with other operations of the system.

The provision of an event bus as described above can allow new system

components to be added simply by providing a connection to the event bus via an appropriate event API. This can allow new system components to be added and kept up to date without requiring reconfiguration of the whole system. Thus this arrangement can facilitate expansion of the telephony system to include new systems and functions. In addition to the parts described above, the arrangement of Figure 10 also includes an update controller 60. The update controller 60 is provided to enable quick and simple updates of details of users of the telephone stations 105. The update controller 60 comprises an update manager 62, which executes a process in order to manage the updating of user details. The update manager 62 is connected to the hub 107 via a phone API 64. The update manager is also connected to the event bus 58 via event API 66, and to telephony switch 50 via PBX API 68.

In the present embodiment an update may be any type of change in the system resulting from an interaction between a user and the system, or between two or more system components. For example, an update may consist of any the following: a configuration change to the PBX

a data change to the PBX that fires a workflow

a local configuration change to the handset

a communication being sent to the handset from the communications distributer a user interacting with a communication

a user action on a phone (e.g. making a phone call, adding a contact, looking up a number)

an event from a third party which is not pictured on Figure 4 (e.g. the user changing their forwarding via a mobile app, or a new listener being added to the event bus)

any other type of event in which some aspect of the system changes.

Figure 1 1 shows schematically parts of a telephone station 105. Referring to Figure 1 1 , the telephone station includes user phone cache 80, administration settings 82, user settings 84, phone call module 86, display 88, and usage mapper 90. The user phone cache is a memory storage area which stores data which has been downloaded to the phone. Administration settings 82 is an area in memory which stores settings which can be changed by an administration of the telephony system. User settings 84 is an area in memory which stores user details which can be updated by a user of the system. Phone call module 86 is used to process incoming and outgoing telephonic data. Usage mapper 90 is used to keep a record of the way in which the telephone station has been used. In operation, an event which takes place on the telephone station 105 may require an update to be made to another part of the system, such as the PPX 50 and the CRM system 40. Examples of such updates are a change in the administration settings 82, a change in the user settings 84, or information about a phone call which has been received or placed by the telephone station. When an update event takes place, an update notification is sent from the user's telephone station 105 via the hub 107 and the phone API 64 to the update manager 62. The update manager 62 then processes the update notification to determine the type of update, and the appropriate action to be taken.

In the present embodiment, the update manager 62 distinguishes between two types of update, namely:

1 . an update which affects how calls are to be processed (i.e. an update which will change the operation of the phone call controller 52), and

2. an update does not affect how calls are to be processed. If the update manager 62 determines that the update affects how calls are to be processed, then the update is signalled directly to the PBX 50 via the PBX API 68. An example of this type of update is a change of user of a particular telephone station 105, or a change in the rules concerning where calls are to be directed. The update is then received by the phone call controller 52, which updates the user details in the database 54. Once the change has been made, the phone call controller 52 notifies success back to the update manager 62 via PBX API 68.

On receipt of a signal indicating a successful update, the update manager 62 then posts information about the update on the event bus 58 via event API 66. Other parts of the telephony system, such as CRM system 40, are then able to update their own databases by subscribing to the appropriate events on the event bus. If the update was not successful, then this is notified back to the telephone station which originated the update request.

If, on the other hand, the update manager 62 determines that the update does not affect how calls are to be processed, then the update manager 62 places details of the update on the event bus 58 via event API 66. An example of this type of update is change in email address or job title of the user. The CRM system 40 subscribes to events of this type via event API 46. When such an event is detected, the workflow manager 45 updates the database 43 with the new user details. Certain events may also be notified to the PBX 50 via event API 56.

Figure 12 is a flow diagram showing how the update manager 62 handles updates originating from a telephone station 105.

An advantage of the arrangement described above is that updates which affect call processing can be handled almost instantaneously by virtue of the direct connection between the update controller 60 and the PBX 50. This may help to ensure that calls are directed correctly, and may facilitate, for example, the handover of calls from one phone to another while maintaining the call connection. However, less time critical updates can be notified via the event bus and then distributed to the appropriate parts of the system. This may include information about how a user is using their system, or other information about the user which does not affect how phone calls are directed. Updates may also originate from other parts of the telephony system, such as PBX 50 and CRM apparatus 40. In this case, the updates are notified to the event bus 58 via respective event APIs 56, 46. The update manager 62 monitors updates on the event bus 58 via event API 66. When it detects updates which are relevant for a particular telephone station 105, it sends the update to that telephone station. The telephone station can they update itself, for example, by changing the relevant settings.

Referring back to Figure 10, the telephony system of this embodiment includes a communications controller 70 for sending targeted communications to the telephone stations 105. The communications controller 70 of Figure 10 corresponds to the control processor 108 described above with reference to Figure 7.

Referring to Figure 10, the communications processor 70 comprises usage tracker 72, communications distributer 74, and event API 76. The usage tracker 72 keeps a record of how users have used their telephone stations, as well as storing other information about the users such as the user details described above. This is done by monitoring updates on the event bus via event API 76. The communications distributor 74 stores communications, or links to communications, in memory, and arranges for them to be sent to the appropriate telephone stations 105.

In operation, the communications distributor 74 receives user details criteria indicating criteria based on which communications should be sent to the telephone stations. The user details criteria may be received from a user interface 78, or from the CRM apparatus 40, or elsewhere. The communications distributor 74 is configured to query the usage tracker 72 in relation to the user details criteria. In this way the communications distributor 74 is able to identify those users for whom the communication is relevant. The communications distributer 74 then sends the communication to the appropriate telephone station(s), where it is displayed on the display 88. In this embodiment the communication is sent via the Internet or other network, and bypasses the PBX. The communication may either be pushed directly to the user's telephone station, or sent in response to a request signal from the telephone station. Referring to back to Figure 1 1 , the telephone station 105 includes a usage mapper 90. The usage mapper 90 is configured to monitor the way in which the phone is used, and keep a record of the usage. Either at regular intervals, or in response to a particular event, a usage update is sent from the usage mapper 90 to the event bus 58 via the update controller 60. This update is received by the usage tracker 72 via event API 76, and is used to update the information stored by the usage tracker 72. Other parts of the system, such as CRM system 40, may also receive the usage update from the event bus 58, and update their records accordingly.

The arrangement described above can allow targeted communications to be sent to particular users or groups of users. For example, if a particular user appears to be using a phone feature for the first time, or appears to be having trouble using a particular feature, an offer to view a tutorial concerning that feature can be sent to the user.

Thus it will be appreciated that the telephony system described above is able to conveniently make updates for changes in the configuration of the organisation's telephone system. Furthermore, the updating mechanism described can facilitate the sending by a service provider of communications only to those users to whom the communications are relevant.

It will be appreciated that, in the embodiments described above, the organisation's telephone system 1 12 would typically be provided on the organisation's premises, while the other parts of the telephony system, such as the PBX 50, CRM system 40, event bus 58, update controller 60 and communications controller 70 would be located externally of the organisation. Typically these other parts are operated or controlled by an external service provider. Parts such as the CRM system 40, event bus 58, and communications controller 70 may be used with the telephone systems of multiple organisations. This can allow, for example, statistical analysis to be used to improve products and services.

Preferred embodiments of the invention have been described above by way of example only, and various modifications will be apparent to the skilled person within the scope of the appended claims.