EP0972413A1 - Call forwarding in an intelligent network - Google Patents
Call forwarding in an intelligent networkInfo
- Publication number
- EP0972413A1 EP0972413A1 EP98912871A EP98912871A EP0972413A1 EP 0972413 A1 EP0972413 A1 EP 0972413A1 EP 98912871 A EP98912871 A EP 98912871A EP 98912871 A EP98912871 A EP 98912871A EP 0972413 A1 EP0972413 A1 EP 0972413A1
- Authority
- EP
- European Patent Office
- Prior art keywords
- call
- customer
- acd
- γçó
- service
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Ceased
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/54—Arrangements for diverting calls for one subscriber to another predetermined subscriber
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q3/00—Selecting arrangements
- H04Q3/0016—Arrangements providing connection between exchanges
- H04Q3/0029—Provisions for intelligent networking
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
- H04M3/42323—PBX's with CTI arrangements
Definitions
- TECHNICAL FIELD Procedure at a telecommunications network where a subscriber calls a 020-number, at which the local station recognizes that it is a freephone call and forwards/connects the call to the SSP of the transit exchange .
- IN utilizes ar. existing network, but is logically separated frc.Ti this. ⁇ logically separated is meant that IN has a network structure of its own which is located "on top of" the telecommunications network.
- the communication oetween ncc.es in IN is executed with regard to the physical connections the telecommuncations network offers. All this implies that IN is independent of the network on which it is operating. It doesn't matter whether the underlying network is broadband, ISDN, or a packet network. IN, consequently, can be said to be independent on which access network one in the actual case is making use of.
- a superior problem at the present invention is to create a more efficient system structure for computer-telephony solution for geographically distributed activities, and at the same time use the in the network existing IN- arc ⁇ itecture in a more supple way resulting in a mere efficient control of the calls, and that its realization s made in the cublic network.
- ACD - or Automatic Call Distribution - is a telecommunications service which has existed in the digital PABXes (Private Automatic Branch Exchange) for many years, where calls are distributed automatically in an "intelligent" way.
- ACD is also used as a concept for all handling of calls in a so called Call Center, i.e.
- the administrative officials can not handle all types of matters. 4. The administrative officials who handle a type of matter are not equally suitable for this.
- Administrative officials can be located outside the company, for instance at home.
- the public telecommunications network is improved and made more customer adapted.
- FIGURE Figure 1 shows the prior art.
- FIG. 2 shows the system solution according to the invention.
- Figure 3 shows interface towards customer.
- SSP Common (ordinary) SSP.
- SCP Conventional SCP based en AXE-10.
- AST-DR Conventional recorded announcement machine for playing of phrases. Is here used for playing of general messages, addresses of welcome, menu trees, and for reception of DTMF-figures from the A- subscriber .
- SCP2 General Unix-computer which is both an SDP and an SCP2.
- Infcvox 3000 is used as message server; stores and plays messages which the callers can give if a) they choose to do it because the queue is regarded to be too long, or b) if selected function or the whole service is closed.
- RAS A Remote Access Server which is used to transport signal information from the operators' terminals to the LAN backbone of the SCP2 if a router connection is not cost efficient. Can be used for both modems and ISDN-connections.
- RT IP-rcuter which is used to transport signal information from the operators' terminals to the LAN backbone of SCP2 when there are a lot of operators in the same place and/or if the customer already has a WAN-infrastructure for his/her terminals .
- DB The customer ' s database/application server which "talks" with the OP-applications via a DDE- interface, not necessary for the service to function .
- PASTEL Telephony hardware which supports TAPI; all hardware with TAPI-support can be used. Modem: It is used for distributed workplaces, also ISDN can be used when suitable hardware exists.
- Freephone (access number usually 020) is often a basic component to build up a call center, telephone based customer service. Freephone makes it possible to have one single number to a multiple of answering positions. This fact, and that one calls free of charge to freephone, facilitates the communication for a call center. In free- phone one can, by a number of network control functions, route calls to a freephone number to a number of different answering positions which results in that companies which have the number can utilize their resources (staff, equipment) more efficiently. In the network today the freephone logic is controlled from a pair of SCPs which communicate with SSP which is on transit level in the network.
- Figure 1 is shown the today prevailing solution for freephones; a subscriber calls a 020-number at which the local exchange recognizes that it is a freephone call and forwards connection of the call to the SSP of the transit exchange, which questions SCP where to forward the call.
- SCP there then is a program which is written explicitly for the service in question, with control parameters which for instance depend on the geogaphical position, time, call distribution, load etc.
- the IN-solution of today is built for the services which have been developed "once and for all", and not for services which are changed for instance 37 times in 24 hours. This solution is to its nature very static.
- the call is forwarded.
- the call can for instance be connected to a PBX located at for instance a telephone bank which has connected the administrative support system of its company to said PBX. This results in that one can connect call and display image, with data about the one who is calling, to the operator who answers the call, who then also has the data information accessible.
- a PBX located at for instance a telephone bank which has connected the administrative support system of its company to said PBX.
- FIG 2 is shown an architecture or system solution for an automatic answer management which gives a greater flexibility, customer control and status - and statistical information.
- a general computer SCP2 is connected to an SCP (which may be a conventional SCP in the network today) .
- SCP which may be a conventional SCP in the network today
- SCP which may be a conventional SCP in the network today
- INAP INAP protocol
- a subsciber who calls a company usually has a number of questions which he/she wants to have answered in best possible way.
- the company can optimize this by causing the customer to speak to "right" person. Who is right person often can not be found from the information one has about the call before this has been answered. It therefore is suitable to divide the administrative officials of the company in "sections" (ACD-groups) which corresponds to the most important needs of the customers and who it is possible to sort out before the call has been answered.
- All, or parts, of this can be used to distribute calls on groups.
- the groups therefore must be selected according to how they can be distinguished. This can vary between different companies.
- the service ACD has four interfaces towards the customers.
- the customer's customer the one who is calling the service, has an interface via telephone which consists of key-pressings and interactive recorded announcements .
- the customer's administrative officials/operators can be connected via a) an ordinary telephone, or b) be connected to the service via a graphic user interface of a computer.
- the customer's chief operator is always connected via a computer with a data communication link to the service.
- the call is detected as an IN-call and an inquiry is sent to SCP about where to route the call.
- SCP detects that this is a call tc the ACD-service, plays a message of welcome, if any, ("Welcome to Future Journeys") and a menu, if any, ("For international journeys, press 1; For domestic journeys, press 2; If you are a VIP-customer, press 3 etc) receives all key-enterings made by the customer, parks the call temporary and asks SCP2 about what to do.
- ACD-group a distribution to right answering group
- the operator's task is to serve (answer calls from) the ACD-groups he/she belongs to, according to the chief operator's configuration.
- PC- operator PC workplace
- DTMF-telepho e can be utilized (DTMF-operator), but is only an alternative for customers who only want to utilize the simplest functions in the ACD-service, or who want to use
- ACD as an advanced Call-Pickup, calling around etc.
- the PC-operator has a workplace consisting of following:
- ACD-service which is located in SCP2 is that the customer ' s operators and chief operators can get infcrrr.ation about status changes. This is status of number of interning calls, calls in progress, queuing calls, queuing times, status of operators (how many are active, who do now serve which ACD-groups, status of ACD-groups etc) . This status information is important in a distributed ACD where the operators are not sitting in the same room, are belonging to different groups etc. The importance of information will increase by the use of sophisticated algorithms for who are members of ACD-groups, thresholds, auto-login, priorities etc.
- This status information is collected and signalled to operators and chief operators. This is done by SCP2 containing powerful algorithms and data structures.
- SCP2 communicates with the operator terminals (in form of PCs) via standardized WAN-protocols.
- the operator terminals in their turn control the telephone connection via the industrial standard TAPI and communicate with the ACD-functions in SCP2 via a Telia-specific protocol on WAN.
- the communication with SCP from SCP2 is executed by an update signal. Consequently one has asynchronous, bidirectional, communication between SCP and external computer.
- the communication with SCP can be executed from external equipment via update signal asynchronously in both directions with service unique application protocol pigg- back in the update signal.
- the WAN-connection between OP and SCP2 can be implemented by different carriers. This link is based on standard communication protocol (TCP/IP) and on standard access in the customer computers (WinSocket) . What we have done in the ACD-service is to use exactly the same software as the de-facto standard in the computer industry for WAN- ccmuhication, which results in that all ways to connect a co.TiDuter to Internet/Intranet can be used to connect a computer to ACD. If the company has a LAN, the computers can be connected via this, a remote workplace can be connected via RAS-technology via modem or ISDN. The signalling can go via public data networks, private data networks, or entirely in Telia's infrastructure (for instance TIPNet) . A workplace which is connected to a PABX with digital line card can use the data channel in this to transmit this information.
- TCP/IP standard communication protocol
- WinSocket standard access in the customer computers
- the client software is based (operator and chief operator) on TAPI (Telephony Application Programming Interace) which implies that one builds on an open architecture which is supported by all suppliers and operators.
- TAPI is an open architecture for CTI which gives possibilities to bulid in any services one wants, without this infringing on the standard. That is, one can build TAPI-support for one's services without this influencing the software of other suppliers; a telephone selling program from "SelOnTel Ltd" can be run or. the same machine as ACD OP with the same telephone -hardware without problems.
- the TAPI-architecture results in that one provides a clear interface (TAPI) for what is one's own system, and what is the customer ' s; this means that one can sell telephone applications with telephone support (such as ACD) without knowing what the customer ' s data system looks like, or that changes are needed in this to make the system work.
- TAPI clear interface
Abstract
Description
Claims
Applications Claiming Priority (3)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
SE9701207 | 1997-03-27 | ||
SE9701207A SE517986C2 (en) | 1997-03-27 | 1997-03-27 | Procedure at telecommunications networks |
PCT/SE1998/000571 WO1998044749A1 (en) | 1997-03-27 | 1998-03-27 | Call forwarding in an intelligent network |
Publications (1)
Publication Number | Publication Date |
---|---|
EP0972413A1 true EP0972413A1 (en) | 2000-01-19 |
Family
ID=20406409
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
EP98912871A Ceased EP0972413A1 (en) | 1997-03-27 | 1998-03-27 | Call forwarding in an intelligent network |
Country Status (5)
Country | Link |
---|---|
EP (1) | EP0972413A1 (en) |
EE (1) | EE9900444A (en) |
NO (1) | NO318272B1 (en) |
SE (1) | SE517986C2 (en) |
WO (1) | WO1998044749A1 (en) |
Family Cites Families (5)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5533108A (en) * | 1994-03-18 | 1996-07-02 | At&T Corp. | Method and system for routing phone calls based on voice and data transport capability |
EP0687096A3 (en) * | 1994-06-09 | 1999-08-18 | Siemens Aktiengesellschaft | Method for call distribution in a communications network |
US5600710A (en) * | 1994-07-08 | 1997-02-04 | Bellsouth Corporation | Method for providing a recorded message to a telephone caller when called number is busy |
US5530744A (en) * | 1994-09-20 | 1996-06-25 | At&T Corp. | Method and system for dynamic customized call routing |
US5583564A (en) * | 1995-04-24 | 1996-12-10 | Lucent Technologies Inc. | Intelligent call forwarding with videophone display of forwarding destination |
-
1997
- 1997-03-27 SE SE9701207A patent/SE517986C2/en not_active IP Right Cessation
-
1998
- 1998-03-27 EP EP98912871A patent/EP0972413A1/en not_active Ceased
- 1998-03-27 WO PCT/SE1998/000571 patent/WO1998044749A1/en active Application Filing
- 1998-03-27 EE EEP199900444A patent/EE9900444A/en unknown
-
1999
- 1999-09-22 NO NO19994602A patent/NO318272B1/en unknown
Non-Patent Citations (1)
Title |
---|
See references of WO9844749A1 * |
Also Published As
Publication number | Publication date |
---|---|
EE9900444A (en) | 2000-04-17 |
SE9701207D0 (en) | 1997-03-27 |
NO994602L (en) | 1999-09-27 |
SE517986C2 (en) | 2002-08-13 |
WO1998044749A1 (en) | 1998-10-08 |
NO994602D0 (en) | 1999-09-22 |
SE9701207L (en) | 1998-09-28 |
NO318272B1 (en) | 2005-02-28 |
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Legal Events
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PUAI | Public reference made under article 153(3) epc to a published international application that has entered the european phase |
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17P | Request for examination filed |
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