WO2001013612A1

WO2001013612A1 - Method for controlling an operator service

Info

Publication number: WO2001013612A1
Application number: PCT/DE2000/002626
Authority: WO
Inventors: Christian Havlis; Eduard Zimmel
Original assignee: Siemens Aktiengesellschaft
Priority date: 1999-08-12
Filing date: 2000-08-07
Publication date: 2001-02-22
Also published as: DE19938059A1

Abstract

The invention relates to a method for controlling an operator service. In order to control an operator service of a telecommunications network with a number of operators (opn), entries are held in a queuing field (WFD) with a number of queuing fields (FRB) for the unoccupied operators. A subscriber request (call) to the operator service (OPS) is handled by the operator who corresponds to the foremost entry (OFE) in the corresponding queuing field (FRB). When an operator (OP1) is made available, an entry (OF1) is ordered, for said operator, in the queuing fields (FRB) according to precedence prosigns (vrr) which are assigned to the operator (OP1).

Description

description

Procedure for controlling an operator service

The invention relates to a method for controlling an operator service of a telecom uni ationsnetzes with a number of operators are wherein m a queue A ^¬ wear kept sorted, which are each associated with a blank operator, and based on which the selection of an operator for the treatment of to the Operator service directed request is made by a subscriber of the telecommunications network.

So-called operator services are operated in telecommunications networks, in particular m telephone networks, which often represent an essential link between the customers of the network and the network operators. The tasks of such an operator service are diverse; One of the main tasks, for example, is to provide the participants with information on request. A subscriber who wants to use an operator service requests m in the relevant telecommunications network to establish a connection to the operator service, e.g. m a telephone network m form a call using a service number assigned to the operator service; The operator service accepts the connection request and provides the calling party with the desired service.

For example, a subscriber can call an operator service in an ISDN network to request information and a connection regarding another subscriber. The subscriber is assigned to a free operator and receives the requested service, for example the desired information. If necessary, the operator responsible can now, for example, access a database, in which case information about the other subscriber is then available on the screen of his PC. If this is still desired, _k ann, the operator connects to the searched part ^¬ ne _h mer manufacture and connect them to the calling party. The example just described is intended to represent only one of the possibilities or tasks of an operator service.

In addition to a central control system is a system for carrying out an operator services includes the associated Operato ^¬ ren. The control system and the operators are usually deployed in so-called ^λ call center ', and their respective ones of the terminal, PC, monitor, etc. existing, commonly and hereafter " console "said device is connected directly to the system or be connected thereto. in ^¬ play, a call center may be part of a EWSD mediation system of the applicant to be realized, in which a so-called for the allocation of calls ACD system

( ^λ Automatic Call Distribution ') is set up; the operators are connected as network participants. Another known embodiment of a call center is set up, for example, in the central station of a private branch exchange, the operators being reachable via private branch exchanges.

The incoming requests (calls) from the calling subscribers to the operators assigned to the operator service are allocated by a distribution system such as the ACD system already mentioned. Known distribution methods are based, for example, on the “uniform hunting” principle, which strives for uniform utilization across all operators by selecting the operator who has not processed a call for the longest time. This is done, for example, by means of a (dynamic) order of the operators Realized in a queue. In addition, a "sequential hunting" is known, which prescribes the selection of the first free operator based on a defined sequence, and a "circular hunting" derived therefrom, in which the predefined sequence forms a circular order is closed and the search from the last selected th _O ator to be started. With a distribution according to the "Uniform Huntmg" or the "Circular Huntmg" However, it is not possible, individual operators or groups of operators ^¬ factors in selecting over other operators trainees draw. Wherein "Sequential Huntmg" the projecting further forward the order to operators ^¬ Conversely, preferably on the further back property, and eme equal ^¬ massive distribution across a group of operators is not realized.

The object of the invention is to improve the allocation of the operators in such a way that calls for a specific service are evenly distributed to preferred operators. In addition, if several sub-services are provided, a different preference for operators should be possible for the different sub-services.

This task is solved on the basis of a method of the type mentioned at the outset in that when an operator becomes free, an entry n assigned to the operator is arranged in the waiting field as a function of a priority identifier assigned to the operator.

This solution fulfills the stated task in a simple manner and at the same time allows a high degree of flexibility. Due to the individual assignment of priorities, the operators can easily be divided into different priority levels, the number of priority levels and one each

Priority level corresponding operator group can be adapted to the requirements of the individual case.

If several operator services are assigned to the operator service (eg the domestic and international services of the different geographical target areas to the information service), different types of operator operator treatment for the slave services can advantageously be achieved if the entries in a number of waiting areas of the Are waiting box kept sorted, and when, on release of _O perators m the waiting areas in each case one associated with the operator entry by the operator depending on ^¬ rejected, the waiting areas corresponding Vorrangs- identifiers listed is.

The priority identifier (s) are advantageously taken from a priority table. This allows a clear representation and management of the priority system, where the Opera ^¬ tors are subject. The priority table is usually configured by the operator of the operator service.

The priority identifier can be, for example, a number. In these and corresponding cases, it is expedient if the entries are kept in the waiting field or the waiting areas of a sequence, in which the entries are checked for the selection of an operator for handling the request, starting from the entry at the top of the sequence, and that when placing an entry, these priority identifiers are ranked before entries with lower priority.

In a particularly expedient embodiment of the invention, the selection of an operator for handling the request is made by selecting an entry corresponding to the request based on a request made by the operator service of a subscriber to the telecommunication network, and the operator to whom the entry is assigned is treated Request is assigned, whereby this entry and - if available - those entries that are assigned to the same operator are taken from the waiting field or the waiting areas.

It is particularly advantageous if the entries in the waiting field or in the waiting areas are kept in a row and that an entry is selected which is on is at the top of the order of the waiting area or the waiting area corresponding to the request.

The invention together with further merits will be described below by way of non-limiting Ausfuhrungsbeispieles near ER- l _ä explained in greater detail, which relates to a service operator of a fixed telephone network. Here, the annexed figures herangezo ^¬ gen are showing m schematics:

Fig. 1, the switching system for carrying out the operator ^¬ service with the assigned operators; Fig. 2 is a table field of Operator Service ranking table with a pre ^¬; and

3 shows the waiting area of the operator service.

In the switching system OPS shown in FIG. 1, on which the operator service is operated, only those essential components are shown which are relevant to the invention. The consoles of the operators OP1, OP2, OP3, ..., OPn assigned to the operator service OPS and the network subscribers TN1, TN2, TN3, TN4 are integrated into the fixed telephone network via subscriber connections and connection groups (not shown in the figure), for example how shown connected to the switching network KPN of the exchange. In the example, three operators are assigned to the operator service; of course, the number of operators is arbitrary and can have any other value. To control the switching system OPS, a coordination processor COP is provided, which also assigns the subscribers TN1-TN4, who call with a service request, to the operators OP1-OPn.

A subscriber TNx who wants to use the operator service OPS requests this by dialing a service number which is assigned to the operator service in the telephone network. The connection request received by the operator service thus represents a service request. The request is answered by the connection w _ü nsch of the coordination processor COP to a free _O is put through ator. For this purpose, the free ^¬ en operators m a queue managed WFD, wherein f _o r _j Eden free operator m one or more entries are maintained. When answering a request a of the request is corresponding Emtrag m selects the queue out ^¬, this entry - and optionally further, demsel ^¬ ben operator associated entries - the queue removed and put through to the relevant operator of the calling party.

In the example shown, the operator service is divided into three sub-services, here briefly designated A, B, C. Accordingly, the waiting area is provided with three waiting areas, so-called free bands, each of which is assigned to a partial service. The calls arriving for a partial service should now be distributed taking into account the priority levels of the operators, but within a priority level based on a uniform distribution to the operators available to the partial service. With the same priority, the caller should be assigned to the operator who has not processed the service for the longest time.

According to the invention, a priority identifier is assigned to each of the operators OPl-OPn for a partial service - provided the operator can or may handle this partial service. In the example shown, the priority identifiers are integers, for example, starting from a range of values with 2 ³ = 8 numbers, the priority numbers 1 to 7, with the priority number 1 corresponding to the highest priority level and 7 the lowest priority level.

2, a table TAB is provided for the management of the operator and priority data on the part of the coordination processor COP, in which a table entry OTE is set up for each operator assigned to the operator service OPS. 2 each represents eme

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Claims

claims

1. Method for controlling an operator service (OPS) in a telecommunications network with a number of operators (OPl-OPn), in which entries are kept in order in a waiting field (WFD), each of which has an unoccupied one

Operators are assigned and on the basis of which the selection of an operator for handling a request from the subscriber (TN1-TN4) of the telecommunications network to the operator service (OPS) is carried out, characterized in that when an operator (OP1) becomes free, an entry assigned to it is made (OF1) m the waiting field (WFD) m is ordered depending on a priority identifier (vrr) assigned to the operator.

2. The method according to claim 1, characterized in that the entries in a number of waiting areas (FRB) of the waiting field (WFD) are kept in order, and that when an operator (OP1) becomes free, the waiting areas (FRB) are assigned to the operator assigned entry (OF1) is arranged as a function of the priority identifiers (vrr) assigned to the operator and corresponding to the waiting areas (FRB).

3. The method according to claim 1 or 2, characterized in that the priority identifier (s) is (are) taken from a priority table (TAB).

4. The method according to any one of claims 1 to 3, characterized in that the entries (OFE) m the waiting field (WFD) or the waiting areas (SFB) m are kept in a row, m for the selection of a

Operators for request handling the entries are checked starting from the entry in the forefront of the order, and that when placing an entry (0F1) this is placed in front of entries with lower priority corresponding priority identifiers (vrr).

5. The method according to any one of claims 1 to 4, characterized in that on the basis of a request to the operator service (OPS) of a subscriber (TN1-TN4) of the telecommunications network, an entry corresponding to the request (OFE) is selected and that operator to whom the Assigned entry, the treatment of the request is assigned, this entry and those entries which are assigned to the same operator are taken from the waiting field (WFD) or the waiting areas (FRB).

6. The method according to claim 5, characterized in that the entries (OFE) in the waiting area (WFD) or in the waiting areas (FRB) are kept in a row and that an entry is selected which is in the first position in the row of the waiting area or the waiting area corresponding to the request.