DE102013208111B4 - Calling a remote communication device using a data channel communication path - Google Patents

Abstract

A method of performing communications using a remote communication device, comprising the steps of: (a) transmitting a transmission identifier from a remote communication device (RCD) using a data channel communication path; (b) thereafter at the RCD a telematics service provider telephone number (TSP telephone number) associated with the transmission identifier and additionally receiving a unique number; and (c) making a call from the RCD using the telephone number with the TSP, the RCD also sending the unique number to the TSP using a frequency dialing method, and wherein the unique number identifies that the call comes from the correct device.

Description

TECHNICAL AREA

The present invention relates to wireless telecommunications initiated by a mobile and other remote device, and more particularly to the use of such telecommunications to provide services to users of a remote communication device.

BACKGROUND

Telematics service providers (TSPs) provide services to customers via one or more wireless and / or wired communication systems, such as cellular networks or switched telephone networks (PSTN). Vehicle telematics service providers are such an example of a TSP. The provision of such services often involves communication with a mobile or other remote communication device (RCD), such as mobile phones, vehicle telematics units, medical devices, and other fixed or mobile remote communication devices, many of which use different communication technologies or generations of technologies (e.g. wireless 2G, 3G, 4G, etc.). Delivering telematics services to a subscriber base means that a TSP must either limit its subscriber base to a subset of all potential customers or that the TSP supports the many different and sometimes competing technologies.

The DE 195 81 853 B4 discloses a method for redirecting emergency calls, wherein the diversion is determined by the position of a caller. From the US 6,130,933 A is a combination of telephone connections and data connections known. The combination makes it possible to establish a telephone connection to a call center by means of a browser. Also from the EP 0 843 454 A2 It is known to provide customers with a telephone number of a call center via an Internet connection. Furthermore, the describes WO 98/27782 A2 to select a telephone service based on the location of a user. Furthermore, the describes US 6,654,457 B1 the distribution of calls within a call center.

It is the object underlying the invention to enable the simplest possible and secure communication of a customer with a service provider.

The object is solved by the subject matters of the independent claims.

SUMMARY

An objective of the embodiments disclosed herein is to help overcome the difficulty of accommodating various technologies in providing services to subscribers and other users of the services. Another object is to provide a method and apparatus that help to speed delivery of such services and improve the customer experience in requesting such services.

A method according to the invention is for performing communications using a remote communication device, and comprising the steps of: (a) transmitting a transmission identifier from a remote communication device (RCD) using a data channel communication path; (b) thereafter at the RCD a telematics service provider telephone number (TSP telephone number) associated with the transmission identifier and additionally receiving a unique number; and (c) making a call from the RCD using the telephone number with the TSP, the RCD also sending the unique number to the TSP using a frequency dialing method, and wherein the unique number identifies that the call comes from the correct device.

A mobile communication device according to the invention comprises a processor and a memory which can be accessed by the processor and a cellular communication circuit, the memory comprising program instructions that can be accessed by the processor and that can be executed by the processor to cause the communication device carries out the method according to the invention.

A computer-readable memory according to the present invention includes a non-volatile data storage device having executable program instructions stored thereon that, when executed by a processor of a remote communication device, cause the processor to perform the method of the invention.

BRIEF DESCRIPTION OF THE DRAWINGS

Hereinafter, one or more embodiments of the invention will be described in conjunction with the accompanying drawings, in which like numerals denote like elements, and wherein:

1 Fig. 10 is a block diagram showing one embodiment of a communication system that may use the method disclosed herein;

2 is a block diagram showing additional details of portions of a communication system such as that of FIG 1 or that may be used in other embodiments; and

3 - 5 show exemplary embodiments using call flows to show methods of performing communications using a remote communication device.

DETAILED DESCRIPTION OF THE ILLUSTRATED EMBODIMENT (S)

The following terms have the meanings indicated: A Mobile Communication Device (MCD) is a portable wireless electronic device that supports voice and data communication. MCDs include vehicle telematics units, handheld devices such as portable cellular phones, and other wireless communication devices such as remote monitoring, diagnostic, or control devices.

A remote communication device (RCD) is a wireless or wired electronic device that supports voice and data communication and that is geographically remote (i.e., at another location) from a telematics service provider (TSP) that provides services to a user of the RCD. RCDs include MCDs as well as fixed or remote electronic devices that have wired access to a switched telephone network (PSTN) or other network (eg, Internet) that allows them to communicate with a TSP.

A telematics service provider (TSP) includes an organization, or a plurality of organizations, that provides data, information, control, and / or other services (collectively referred to as telematics services) to users of an MCD or other RCD. TSPs include: (1) wireless service providers that provide wireless telematics services to users of RCDs; (2) providers of wired services providing telematics services via PTSN, Internet and / or other wired connections; and (3) service providers that provide telematics services using a combination of wireless and wired communication paths. The users may be subscribers, such as in the case of vehicle telematics service providers or other companies providing information, entertainment or other payment service subscriptions. Users may choose to use other service users (such as a home health care provider or a hospital or home or commercial alarm monitoring or other security services) or members of the public who generally require government or other organizational services, such as emergency services; which can be provided by emergency services, police and fire departments via a control center (PSAP). The user may himself be the TSP, such as when the employees of a company work in the field, or when the company uses remotely located devices.

• 1. einen Identifikator einer entfernten Einrichtung, der die Einrichtung eindeutig von anderen identifizieren kann, jedoch nicht muss. Beispiele umfassen eine Serien-# der Einrichtung oder einer zugehörigen Einrichtung (wie beispielsweise die Fahrgestellnummer eines Fahrzeugs, in dem die Einrichtung eingebaut ist, oder eine physikalische oder logische Adresse, an der sich die Einrichtung befindet), oder eine Angabe einer unterstützten drahtlosen Technologie (z. B. 2G im Vergleich zu 4G);
• 2. einen Benutzeridentifikator (Name eines Benutzers, Kontonummer oder andere ID); oder
• 3. einen situationsabhängigen Identifikator (z. B. einen Anrufcode, der ein Attribut des Anrufs angibt – Zweck, Priorität, gewünschter Dienst, etc.)

A transmission identifier is an identifier sent by the RCD. It can include:

• 1. a remote device identifier that can, but need not, uniquely identify the device from others. Examples include a serial # of the device or related device (such as the chassis number of a vehicle in which the device is installed, or a physical or logical address where the device is located) or an indication of supported wireless technology ( eg 2G compared to 4G);
• 2. a user identifier (name of a user, account number or other ID); or
• 3. a situation-dependent identifier (eg a call code indicating an attribute of the call - purpose, priority, desired service, etc.)

A data channel communication path is a one-way or two-way data connection used by the RCD that does not rely on the use of a circuit switched voice channel by the RCD for a data modem or a frequency dialing method. Examples of a data channel communication path include packet-switched data links and SMS using technologies such as LTE, HSPA +, EDGE, UMTS, WiFi, WiMAX, EV-DO, SMPP, etc.

The methods and apparatuses described below allow a user of the RCD to make a request for a RCD initiated call regarding telematics services from a telematics service provider (TSP) in a manner that may be largely independent of the particular data and voice communication technology used. The embodiments disclosed below show how such communication can be affected using cellular networks; However, those skilled in the art will recognize that other wireless and wired technologies may be used in accordance with the methods and techniques disclosed herein Communication technologies could be used. Further, the disclosed methods and apparatus may be used in at least some embodiments to provide improved delivery of services to subscribers and other users.

As will be described in more detail below, the embodiments include techniques used by the RCD and the TSP (using a call center and a data center) to perform an entire process involving a call request initiated by the RCD , via a data channel communication path, this call request being used to initiate a subsequent voice call between the RCD and the TSP. In some embodiments, a call center telephone number is obtained in response to the call request and the RCD is delivered over the same or a different data channel communication path, whereupon the RCD makes a voice call to the call center using the telephone number given to it. This voice call may then be forwarded to (connected to) a consultant at the call center for delivery of the telematics services requested by the user. The telephone number may be selected or otherwise obtained based on any one or more of a number of factors including: the wireless or other communication technology supported by the RCD; a call code or other situation-dependent identifier related to the purpose or priority of the call; or an attribute of a user of the RCD, such as the native language or a desired language spoken by the user. By using an identifier of a remote device sent as part of the data channel communication path call request, subscriber information associated with the caller or calling RCD (eg, subscriber name, account information, etc.) may also be obtained and provided to the advisor, so that the voice call can be initiated with subscriber information already displayed or otherwise provided to the counselor. In other embodiments, the call request may include the RCD telephone number, which is then used by the TSP to place the voice call to the RCD. These and other features and advantages will become apparent from the description below.

The following described embodiment (s) is directed to a vehicle telematics system in which a mobile communication device (MCD) in the form of a vehicle telematics unit is used in connection with the provision of telematics services based on wireless communication between the telematics unit and the TSP becomes. Those skilled in the art will recognize that other mobile and fixed RCD implementations can be realized in accordance with the teachings below.

Communication System -

Referring to 1 FIG. 12 is an operating environment showing a mobile vehicle communication system 10 and which can be used to implement the methods disclosed herein. The communication system 10 generally includes a vehicle 12 , one or more wireless carrier systems 14 , a ground communications network 16 , a computer 18 and TSP facilities 20 , It should be understood that the disclosed method may be used with any number of different systems and is not specifically limited to the operating environment shown here. Also, the architecture, construction, construction and operation of the many parts of the system 10 and its individual components are well known in the art. Thus, the following paragraphs provide only a brief overview of such a communication system 10 ; however, other systems not shown could also employ the disclosed method.

The vehicle 12 is shown as a passenger car in the illustrated embodiment, but it should be understood that any other vehicle may be used including motorcycles, trucks, SUV's, RV's, ships, aircraft, etc. Part of the vehicle electronics 28 is in 1 generally shown and includes a telematics unit 30 , a microphone 32 , one or more push buttons or other control input devices 34 , an audio system 36 , a visual ad 38 and a GPS module 40 and a number of vehicle system modules (VSMs) 42 , Some of these devices may be directly connected to the telematics unit, such as the microphone 32 and the push button (s) 34 while others indirectly use one or more network connections, such as a communication bus 44 or an entertainment bus 46 , are connected. Examples of suitable network connections include a Controller Area Network (CAN), a Media Oriented System Transfer (MOST), a Local Interconnection Network (LIN), a Local Area Network (LAN), and other suitable connections such as Ethernet or others known in the art ISO, SAE, and IEEE standards and specifications are just to name a few.

The telematics unit 30 may be an OEM device (embedded) or a retrofit device that is installed in the vehicle and the wireless voice and / or data communication over the wireless carrier system 14 and enabled via a wireless network operation. This allows the vehicle to be equipped with TSP facilities 20 to communicate with other telematics-enabled vehicles or any other entity or device. The telematics unit preferably uses radio transmissions to connect one or more communication channels to the wireless carrier system 14 so that voice and data transmissions can be sent and received over the channel (s). By providing both voice and data communication, the telematics unit allows 30 offering the vehicle a number of different wireless services, including those related to navigation, telephony, emergency assistance, diagnostics, infotainment, etc. The data may be sent over a data channel communication path, such as via a packet data transmission over a data channel. In some embodiments, data communication may also be available over a voice channel using an in-band data modem that uses a modulation approach that is appropriate for the wireless carrier network equipment being used. For combined wireless services that require both voice communication (eg, with a human advisor or a voice output unit at the TSP facilities 20 ) as well as data communication (eg, GPS location data or vehicle diagnostic data for the TSP facilities 20 The system may use a voice channel for voice and a data channel communication path for data, or may use a new generation technology such as LTE that simultaneously supports voice and data.

In one embodiment, the telematics unit uses 30 Cellular communication according to a cellular communication standard (GSM, CDMA, etc.) and thus includes a standardized cellular chipset 50 for voice and data communications (such as hands-free calls and software / data transfer to and from the telematics unit), an electronic processing device 52 , one or more digital storage devices 54 and a dual antenna 56 , Data transmission may operate using any number of different standards or protocols, such as LTE, EVDO, CDMA, GPRS, EDGE, SMS. Wireless network operation between the vehicle and other networked devices may also be accomplished using the telematics unit 30 be executed. For this purpose, the telematics unit 30 be configured to wirelessly communicate according to one or more wireless protocols, such as any of the IEEE 802.11 protocols, WiMAX or Bluetooth. When used for packet-switched data communication, such as TCP / IP, the telematics unit may be configured with a static IP address or may be configured to automatically obtain an associated IP address from another device on the network, such as a router , or receive from a network location server.

The processor 52 may be any type of device capable of handling electronic instructions, and may include microprocessors, microcontrollers, host processors, controllers, vehicle communication processors, and application specific integrated circuits (ASICs). It can be a dedicated processor for the telematics unit only 30 is used, or it can be shared by other vehicle systems. The processor 52 executes various types of digitally stored instructions, such as software or firmware programs stored in memory 54 stored and allow the telematics unit to provide a wide variety of services. For example, the processor 52 Execute programs or process data to perform at least part of the method explained herein.

The telematics unit 30 can be used to provide a versatile range of wireless services that provide wireless communication between the vehicle and the TSP 20 include. Such services include: turn-by-turn instructions and other navigation-related services associated with the GPS-based vehicle navigation module 40 to be provided; an airbag deployment notification and other emergency or breakdown assistance services provided in association with one or more collision sensor interface modules, such as a body control module (not shown); diagnostic reporting using one or more diagnostic modules; and infotainment related services where music, web pages, movies, television programs, video games and / or other information are downloaded through an infotainment module (not shown) and stored for immediate or later playback. Wireless services may also be provided that do not involve any operation or function of the vehicle itself; such as controlling the operation of a home security system or a remote home automation system. The services listed above are by no means a complete list of all the capabilities of the telematics unit 30 but are merely an enumeration of some of the services the TSP can offer via the telematics unit. It should also be noted that at least some of the aforementioned modules take the form of Software instructions could be implemented inside or outside the telematics unit 30 are stored that they could be hardware components located inside or outside the telematics unit 30 or that they could be integrated with each other or with other systems in the vehicle and / or shared by them, just to name a few possibilities. In the case that the modules are called VSMs 42 are realized outside the telematics unit 30 arranged, they could use the vehicle bus 44 use to exchange data and commands with the telematics unit.

The GPS module 40 receives radio signals from a constellation 60 from GPS satellites. From these signals, the module 40 determine the vehicle position that is used to provide navigation and other location-related services to the driver of the vehicle. Navigation information may be on the display 38 (or at another display within the vehicle) or can be displayed verbally, as is the case with providing turn-by-turn navigation. The navigation services may be performed using a dedicated in-vehicle navigation module (the part of the GPS module 40 or some or all of the navigation services may be provided via the telematics unit 30 wherein the location information is sent to a remote location for purposes of providing navigation maps, map annotations (points of interest, restaurants, etc.), route calculations, and the like for the vehicle. The position information may be the TSP facilities 20 or another remote computer system, such as a computer 18 , for other purposes, such as fleet management. It may also include new or updated map data from the TSP facilities 20 via the telematics unit 30 on the GPS module 40 be downloaded.

Apart from the audio system 36 and the GPS module 40 can the vehicle 12 other vehicle system modules (VSMs) 42 in the form of electronic hardware components disposed on the vehicle and typically receiving input from one or more sensors and using the detected input to perform diagnostic, monitoring, control, reporting and / or other functions. Each of the VSMs 42 is preferably through the communication bus 44 with the other VSMs as well as with the telematics unit 30 and may be programmed to execute vehicle system and subsystem diagnostic tests. For example, a VSM 42 An engine control module (ECM) that controls various aspects of engine operation, such as fuel ignition and spark timing, may be another VSM 42 may be a powertrain control module that regulates the operation of one or more components of the vehicle driveline, and may be another VSM 42 a body control module that monitors various electrical components that are on the vehicle, such as the central locking and the headlights of the vehicle. In one embodiment, the engine control module is equipped with on-board diagnostic features (OBD features) that provide a variety of real-time data, such as those received from various sensors, including vehicle emission sensors, that provide a standardized set of diagnostic trouble codes (DTCs) that enable an engineer To quickly identify and fix malfunctions in the vehicle. Those skilled in the art will recognize that the above-mentioned VSMs are only examples of some of the modules used in the vehicle 12 can be used, as many others are possible.

The vehicle electronics 28 Also includes a number of vehicle user interfaces that provide vehicle occupants with means for providing and / or receiving information and the microphone 32 , the push button (s) 34 , the audio system 36 and the visual display 38 include. As used herein, the term "vehicle user interface" broadly includes any suitable form of electronic device that includes both hardware and software components and is located on the vehicle and allows a vehicle user to communicate with or about a component of the vehicle. The microphone 32 provides an audio input to the telematics unit to allow the driver or other occupant to provide voice commands and via the wireless carrier system 14 To make handsfree calls. To this end, it may be connected to an onboard automated voice processing unit using human-machine interface (HMI) technology known in the art. The push button (s) 34 allows / enable manual user input to the telematics unit 30 to initiate wireless phone calls and provide other data, response, or control input. Separate pushbuttons can be used, as opposed to regular service support calls to the TSP facilities 20 Initiate emergency calls. The audio system 36 provides an audio output to a vehicle occupant and may be a dedicated, stand-alone system or part of the primary vehicle audio system. According to the particular embodiment shown here, the audio system is 36 functional with both the vehicle bus 44 as well as the entertainment bus 46 coupled and can It provides AM, FM, and satellite radio, CD, DVD, and other multimedia functionality. This functionality may be provided in conjunction with or independently of the infotainment module described above. The visual display 38 Preferably, it is a graphics display, such as a touch-sensitive screen on the dashboard, or a head-up display that is reflected on the windshield, and may be used to provide a variety of input and output functions. Various other vehicle user interfaces may be used, as the interfaces of 1 just an example of a particular realization.

The wireless carrier system 14 is a wireless network, such as a mobile phone system that has multiple mobile towers 70 (only one shown), one or more Mobile Switching Centers (MSCs) 72 and any other network components required to support the wireless carrier system 14 with the ground network 16 connect to. Every mobile tower 70 comprises transmitting and receiving antennas and a base station, the base stations of different mobile towers either directly or via an intermediate device, such as a base station controller, with the MSC 72 are connected. The cellular system 14 can implement any suitable communication technology including, for example, analog technologies such as AMPS or the newer digital technologies such as CDMA (eg CDMA2000) or GSM / GPRS. Those skilled in the art will recognize that various cellular / base station / MSC arrangements are possible and with the wireless system 14 could be used. For example, the base station and the mobile tower could be located together in the same location, or they could be located remotely, each base station could be responsible for a single mobile tower, or a single base station could serve different mobile towers, and different base stations could be coupled to a single MSC just to name some of the possible arrangements.

Apart from using the wireless carrier system 14 For example, another wireless satellite communication system may be used to provide unidirectional or bidirectional communication with the vehicle. This can be done using one or more communication satellites 62 and an uplink transmission station 64 respectively. Unidirectional communication may include, for example, satellite broadcasting services that include program content (news, music, etc.) by the broadcasting station 64 is received, packed for uploading and then to the satellite 62 which broadcasts the programs to subscribers. Bidirectional communication may include, for example, satellite telephony services involving the satellite 62 use to make telephone traffic between the vehicle 12 and the station 64 forward. In use, this satellite telephony can be either in addition to the wireless carrier system 14 or be used instead.

The ground network 16 may be a conventional wired network such as a ground based telecommunications network connected to one or more landline phones and the wireless carrier system 14 with the TSP facilities 20 combines. For example, the ground network 16 a telephone network (PSTN), such as that used to provide landline telephony, packet-switched data communications, and the Internet infrastructure. One or more segments of the ground network 16 could be through the use of a standardized wired network, a fiber or other optical network, a cable network, power lines, other wireless networks, such as wireless local area networks (WLANs), or networks that provide wireless broadband access (BWA), or be realized in any combination thereof. Furthermore, the TSP facilities must 20 not over the ground network 16 but they could include a wireless phone device so that they connect directly to a wireless network, such as the wireless carrier system 14 , to be able to communicate.

The computer 18 can be one of a number of computers that can be accessed via a private or public network, such as the Internet. Any such computer 18 may be used for one or more purposes, such as a web server, by the vehicle via the telematics unit 30 and the wireless carrier 14 can be accessed. Other such computers 18 which may be accessed may include, for example: a computer of a service center at which diagnostic information and other vehicle data from the vehicle via the telematics unit 30 can be uploaded; a client computer used by the vehicle owner or other subscriber for purposes such as accessing or receiving vehicle data or setting or configuring subscriber preferences or controlling vehicle functions; or a third memory to or from which vehicle data or other information is provided, either by communicating with the vehicle 12 or the TSP facilities 20 or both. A computer 18 can also be used to provide an internet Connectivity, such as from DNS services, or as a network address server using DHCP or other appropriate protocol to the vehicle 12 to assign an IP address to be used.

In one embodiment, the computer 18 an RCD that could be used in conjunction with wireline telematic services provided by the TSP 20 or another TSP; for example, either in connection with the provision of telematics services or for other applications, such as home health care services, home security, etc. Data and voice communication over the computer can be performed using an Internet connection over, for example, TCP / IP and VoIP ,

The TSP facilities 20 are designed to be the vehicle electronics 28 provide a number of different system backend functions and other wireless services, and in accordance with the exemplary embodiment shown herein, generally include a data gateway 79 , optional switches 80 , Server 82 , Databases 84 , human adviser 86 and an automated voice output system (VRS) 88 which are all known in the art. These various TSP device components are preferably over a wired or wireless local area network 90 coupled together. Database 84 may store subscriber account information, such as a subscriber name and other contact information, subscriber authentication information, vehicle identifiers, profile records, a spoken / spoken language, behavior patterns, and other corresponding subscriber information. Data transmissions may also be performed by wireless systems such as 802.11x, GPRS, and the like. Although the illustrated embodiment is considered to be in connection with personnel-occupied TSP facilities 20 using the human adviser 86 has been described, it should be noted that the TSP facilities instead use the VRS 88 can use as an automated consultant or a combination of the VRS 88 and the human adviser 86 can be used.

The desk 80 , which may be a telecommunications switch (PBX switch), forwards incoming signals such that voice transmissions are usually delivered either by a normal telephone to the human consultant 86 or using VoIP to the automated voice output system 88 be sent. The phone of the human consultant can also use VoIP, as indicated by the dashed line in 1 is shown. VoIP and other data communications are via the data gateway 79 and the network 90 executed. Other data communications can be done with the TSP 20 over the switch 80 and may be implemented via a modem (not shown) or frequency selection techniques as known in the art. However, as explained below, in accordance with the disclosed methods, various embodiments may be used to make data connections that are not based on frequency selection or modem-based voice channel transmissions at all, thereby completely eliminating the PBX switch 80 and data through SMS, a packet-switched or other data channel communication path via the data gateway 79 enter into the TSP facilities and voice over a circuit-switched connection to the ground network 16 enters the TSP facilities.

In the embodiment of 1 include the TSP facilities 20 both a data center (which is the gateway 79 , the server (s) 82 , the database (s) 84 and the network 90 includes) as well as a call center (which is the consultant 86 and their illustrated telephones and computer terminals comprising the data center, the VRS 88 and share the network 90 are connected). In some embodiments, the TSP devices may be implemented by one or more central devices, at least in some of which a data center and a call center are integrated, as shown. In other embodiments, the operations of the data center and the operations of the call center may be forked and each performed using one or more geographically separate devices with appropriate communication links between the various devices as required. One exemplary use of this separation of facilities includes establishing call center operations in different countries for one or more reasons, such as labor and / or communication costs, or for availability of native-language advisers to support the voice requirements of different subscribers ,

Now up 2 Referring also to FIG. 1, a detail of the infrastructure is shown as part of the system 10 from 1 can be used or used as part of a separate embodiment. And it should be noted that while 1 1 shows an embodiment suitable for providing wireless telematics services to a vehicle user, the vehicle 12 is only one of a number of different types of MCDs and that the system of 1 instead could be used to provide wireless services to a user of a hand-held mobile phone, or to other remote devices used in home security systems for remote monitoring used in health services, first responder services, etc. could be. 2 shows a more general embodiment in this respect 100 in that it is not clearly designed for use with a vehicle telematics unit but can be used for a wide variety of other types of wireless services provided by a TSP using mobile devices used by a subscriber or other user become.

As in the embodiment of 1 includes the wireless communication system 100 from 2 one or more wireless carrier systems 14 , a ground communications network 16 and a TSP 20 , It uses MCDs, such as 11 . 13 and 15 , shown for example purposes, to indicate some of the various cellular technologies over which the communication methods described below can be used.

The TSP facilities 20 include a data center 120 and a call center 122 , As mentioned above and in 2 These two centers can be shown 120 and 122 in some embodiments, be implemented as separate devices (eg, geographically separated or distributed). In other embodiments, they may be combined together in the same central facility. And every one of the centers 120 . 122 may itself be implemented by one or more geographically separate entities. The data center 120 provides data communication and telematics applications using the following components: a firewall 130 , which may be a commercially available standard firewall (COTS firewall) and is used to protect the TSP from external networks, a data gateway 79 , which is a packet data gateway 140 and an SMS gateway 150 may include. The packet data gateway may be using a packet switched connection to the ground network 16 (for example, the Internet) can be used to packet data connection with any of the MCDs 11 . 13 . 15 so that data can be sent and received over the packet data connection using a standard HTTP or proprietary protocol over TCP / IP or UDP / IP, to list two examples. The SMS gateway 150 can be used to send and / or receive an SMS to / from the MCDs using, for example, an SMPP protocol. The data center 120 also includes a separate communication service 160 which can provide communication services via packet data, SMS or circuit switching (not shown) using, for example, an air interface specification protocol. It also includes the data center 120 applications 170 wireless services, which are applications to provide wireless services either to the user through his MCD or through the TSP or other third party service providers. These may include: health services using, for example, a remote monitoring and / or diagnostic device, such as may be used for home-based patient care; Services for consumers, including personnel or devices providing local services to consumers (eg parcel services or home mechanical or maintenance services, such as repair of equipment); Utility services (gas, electrical installation, maintenance and repair); and first aid services (ambulance or other medical personnel, police, fire brigade), just to name a few. Many, but not all, of these services may be provided using wireless communication services; however, in other embodiments, they may be provided via wired communications or a combination of wireless and wired services.

In vehicle telematics services, the applications 170 provided by or via the TSP, tracking and tracing stolen vehicles, theft messages, an accident alert message, an emergency call, roadside assistance, remote locking / unlocking of the door, navigation services, vehicle diagnostics, and any other services.

The call center 122 provides voice communication and call center applications using the following components: the PBX / ACD switch 80 , the server / server 82 (including database (s) 84 ; please refer 1 ), the consultant 86 and the call center applications 180 who can route a pool with phone numbers for an incoming call and make a call to a suitable counselor 86 as described in more detail below. The consultant 86 can handle a voice communication with the user of the MCD and using the applications 170 access or initiate the Services. The use of the switch 80 , the server / server 82 , the database (s) 84 and the consultant 86 are described above.

Procedure -

Now up 3 - 5 With reference to the various methods of performing communications using an MCD, such as the vehicle 12 or the above mentioned more general MCDs 11 . 13 . 15 shown. These methods are merely one embodiment and many others will become apparent to those skilled in the art. Further, it should be noted that although these methods are described as being capable of being performed over a wireless network, as described in U.S. Pat 1 and 2 As shown, they are also applicable to wired communication. Each procedure is shown as Call Flow, which shows the communication between the MCD and the data center / call center of the TSP. Each of the flows shown may include one or more steps that take place between the communications sent in each direction, as will be explained below and understood by those skilled in the art. The procedure begins in step 202 and begins by sending a call request from the MCD to the TSP using a data channel communication path, in this case a packet switched data connection. This call request may be initiated by the MCD user, for example by initiating a TSP service call from the MCD, for example via an app (application) in the case of a MCD of a cellular handset or via a button press 34 or a voice command over the microphone 32 in the case of a vehicle telematics MCD as in 1 shown. The call request may also be initiated automatically by the MCD or related device, for example, by initiating a call in response to a crash sensor on the vehicle 12 indicating the occurrence of a collision.

The call request includes one or more transmission identifiers that may be used to identify the caller, the calling MCD, or the purpose or priority of the call. In the example shown, the call request comprises three identifiers of a mobile device - an MCD-SN (serial number), the MCD telephone number and data indicating the wireless technology (eg CDMA or 4G) used by the MCD. The call request may also include additional data, in this case including the MCD location, which may be obtained using a GPS receiver on the MCD or otherwise. For a vehicle telematics application as in 1 The MCD-SN may show the vehicle identification number of the vehicle (ie, an identifier associated with the vehicle 12 is assigned to which the telematics unit 30 built-in), or a telematics unit serial number (e.g., an ESN), the MCD telephone number may be the telematics unit telephone number, the wireless technology data would be the type of cellular communication circuitry 50 indicate and would the place the vehicle location as by the GPS receiver 40 determined include. For other applications, similar identifiers could be provided or different or additional transmission identifiers as well as other data could be used or potentially usable by the TSP in providing the initial call set-up or other services. For example, in a hand-held mobile phone, possible mobile device identifiers include the number of the mobile phone, the mobile phone's hardware address, the serial number, the data certificate, the assigned device name, or the wireless technology used for the mobile device (e.g., voice capability, data capability , Voice and data capability), etc.

Other transmission identifiers include user identifiers and situation-dependent identifiers. Suitable user identifiers include a user name, date of birth, SSN or other uniquely identifying data, or a combination thereof or a subscriber account number or other information from which a database record associated with the user or MCD of the user can be determined. Situation-dependent identifiers may include a call code indicating the purpose or priority of the call, or other information indicating the MCD or the situation of the user or desired services requested. As described below, the particular transmitted transmission identifier (s) transmitted by the TSP may be used by the TSP for various purposes, including accessing user or subscriber account information, as well as correct call assignment to a suitable advisor for the particular caller or service requested.

In step 204 a call center telephone number associated with the transmission identifier (s) is received and sent to the MCD. This call center telephone number is then used by the MCD to make a voice call to the call center, as described below in connection with step 206 is described. The call center telephone number may be a telephone number of a single session temporarily assigned for the voice call from the MCD. By allocating a particular telephone number to that particular call request, the call center can 122 determine who or which MCD is calling when the call is received. This is advantageous because the particular telephone number selected and assigned for the call session can be obtained at least in part based on the transmission identifier (s) and / or other information received in the call request. For example, if the call request includes a call code indicating that This service code may be used to select a telephone number associated with a group of counselors who have been specially trained to handle such emergency situations. Or, a calling code indicating a request for account or subscription services, such as billing, or to add extra minutes to a tariff may be used to select a call center telephone number associated with a consultant who is suitable to handle those requirements.

In another example, where a mobile device identifier or user identifier is included in the call request that allows accessing a database record for that user, the user information accessed from the database may be used in selecting a call center telephone number. For example, a particular voice request of a user (eg, Spanish-speaking) stored in the user record in the database may be accessed and used to select a call center telephone number associated with a consultant who fulfills this language requirement (eg who also speaks Spanish). This could allow an assignment of a telephone number for a call center staffed from a country where the identified language is spoken or geographically located. As another example, a subscriber account status (eg, expired as opposed to settled) may be checked and may be associated with a call center telephone number based, at least in part, on the account status.

Apart from using the transmission identifier or other additional data sent with the call request to select a temporary call center telephone number, the transmission identifier and / or additional data may be used to receive the voice call upon receipt of a voice call for the assigned number to forward (connect to) a suitable advisor. Thus, in the above-mentioned account status check, a call received by a call center of a central facility may be internally forwarded to a subscription service department if the account is not balanced, as opposed to being forwarded to a consultant who is trained to Provide subscriber services. Or the voice request for a caller can be used not to select and associate a particular call center telephone number, but to forward the voice call, once received, to a consultant that complies with that voice request. This can be useful, for example, when a call center uses different consultants within the facility who speak different languages.

Selection and assignment of the temporary call center telephone number may also be based on other factors, such as a location of the MCD, either via location information sent by the MCD or via a country code or area code of the MCD telephone number, or by geographically resolving a dynamic IP address assigned to the MCD. Such geographic information may be used in selecting the call center telephone number to be assigned for purposes such as minimizing call costs, etc.

Determining whether some or all of the available call request and user / MCD data is used may depend on the particular call center operations. For example, if consultants can work in independent locations (eg outside their own homes), the available data can be used to select a particular advisor and thus the telephone number for that counselor. When the MCD returns the voice call to this number, it will go directly to that counselor in his home. However, when employing a call center staffed with many advisers, all located in the same facility and on the same internal telephone system, the associated telephone number sent to the MCD can be used, not to directly access a particular advisor, but instead to generally call this call center and then internally access the additional available information about the user or the user's MCD, this additional information then being used to identify a suitable advisor and forward the voice call to that advisor.

The associated call center number may be returned via a data channel communication path, which may be the same communication path as that used to send the call request and its transmission identifier, or may be a separate communication path. It should be noted that the technique used to transmit the telephone number may depend on the mobile unit technology used, which includes CDMA, GSM, UMTS, VoLTE, etc. In this step, in one embodiment, the mobile unit may send an acknowledgment confirming receipt of the telephone number via a data channel communication message.

Whatever the realization, the temporarily assigned telephone number is in step 206 used by the MCD to make a voice call with a consultant at the call center. Then, the advisor may provide the desired or necessary services to the caller (user), which may include sending additional data or programming between the MCD and the TSP. This is indicated by the following data. The particular data communication approach used may be selected based on the supported technology. For example, as shown in an MCD, a packet data connection employing GSM, UMTS or VoLTE may be used, and SMS communication may be used for those technologies or for MCDs using CDMA.

A selection of the temporary (eg, single session) call center telephone number may be made by obtaining the telephone number from a pool of telephone numbers. This can be done at the data center or at the call center, for example by using the call center applications 180 , in the 2 are shown. In one embodiment, a telephone number is selected based on one or more criteria including telephone numbers reserved for a particular voice request, emergency reserved telephone numbers, and so forth. In another embodiment, a telephone number is selected based on availability. In either case, once a telephone number is selected from a pool of available telephone numbers, it is associated with the transmission identifier, either directly or by means of a connection to another data element which is itself associated with the transmission identifier. As discussed above, in some embodiments, this connection allows the use of user or MCD information in forwarding the received voice call to a suitable advisor, and, as explained in more detail below, allows user or MCD information (such as from the database 84 ) is delivered to the consultant to whom the call is forwarded so that the counselor has immediate access to this information at the beginning of the voice call. This can help speed up the delivery of services to the user and improve the user experience with the TSP.

Once the voice call is completed, the temporarily assigned call center telephone number may be discarded by the MCD and returned to the call center at the pool with available telephone numbers.

Now up 4 Referring to Figure 2, a second method for performing communications with an MCD is shown. This procedure can be done in the same way as in 3 shown (or to another), wherein a call request is sent, which contains at least one transmission identifier and possibly additional data. This call request may be sent over a data channel communication path, such as a packet-switched connection. In this embodiment, the MCD phone number is sent as part of the call request, allowing the TSP to directly call back the MCD using this phone number. Thus, this method includes an MCD call origination that actually involves the voice call being initiated by the call center. If desired, the call request can be specifically acknowledged; for example, by a return data message indicating that the call center is calling within the next "n" seconds. This can be useful in providing a short window of time in which to call back the call center as a way of helping authenticate the incoming call to the MCD. The voice call can be made by the counselor or automatically by the call center and then connected to a suitable advisor. As in the above method 200 For example, the transmission identifier and / or additional data received with the call request may be used to select a suitable advisor. Once the voice call has been established with the MCD, the required or desired services may be provided to the caller as described above 3 can be delivered and then the session can be ended.

An advantage of the approach of 4 in that it receives the MCD phone number for voice recall dynamically and is not based on looking up a database based on the MCD serial number or other identifier. This may be useful in cases where the MCD phone number may have changed since the database record for the device was last updated.

This may also eliminate the need for the TSP to be included in the mapping of telephone numbers to the MCD.

5 provides another more detailed illustration of the method of 3 ready, with the TSP data and the voice call flows bifurcated into those passing through the data center 120 be handled, and those through the call center 122 be handled, be split. This embodiment is an example of how such call flows can be separated between the two operations, but other implementations are possible and will be apparent to those skilled in the art. In the embodiment of 5 accesses the data center when receiving the call request from the MCD accesses information associated with the user (and may include information about the user's MCD) and sends it to the call center for use by the advisor, who eventually handles the voice call. As shown, this user data is sent to the call center along with the call code originally included in the call request. They may be used in selecting the associated telephone number sent back to the MCD, but may also be provided to the consultant for use in initiating the voice call so that there is very little or no delay between the start of the voice call and the access of the consultant on the user information. This helps to speed delivery of services to the user and improve the customer experience. Some of the user information that may be useful in starting the voice call includes the username, account subscriber information, or information about the MCD or one associated with it. Thus, in a vehicle telematics application, the information provided to the advisor prior to or at the initiation of the voice call may include the subscriber name and the make / model / year of the vehicle, allowing the consultant to entertain in a familiar and friendly manner to start, such as "Hello, Mr. Simon. How is your new Camaro? "

As mentioned above, using a data channel communication path, various embodiments may be realized that include some that use a PBX with ACD / CTI (Automated Call Distribution / Computer Telephony Integration) and some that do not. For example, when a PBX / CTI architecture is used, when a data call arrives at the data center, it may not be necessary to extract and / or use any of the forwarded information except the transmission identifier, but this process may continue until after Receiving the voice call from the vehicle (e.g., shifting lookup of user or MCD information into a database). Only one telephone number from the pool is allocated for the received data call (eg via the received transmission identifier), and this telephone number is sent back to the vehicle. If the telephone call comes in, then other information from the data call (call code, location) may be used, or a database lookup may be used based on the transmission identifier or other information from the data call, and this may be used to determine the appropriate one To identify a consultant (eg, based on a language preference) and / or deliver the accessed data to the consultant who receives the call. When used to select a counselor, the call can then be switched to that counselor, and the data can also be provided to that counselor.

As another example, in a TSP that does not use a PBX and ACD / CTI architecture, when an incoming data call arrives at the data center, the transmission identifier and / or other information from the data call may be used to select a suitable advisor the information itself or on the basis of a lookup in a database using the information. Then a telephone number for the consultant can be returned to the MCD via a data call. The information being accessed is then communicated to the appropriate advisor, and this may occur immediately or after the MCD has used the associated telephone number to make the voice call. Thus, upon receiving the telephone call, the consultant has the desired information at the beginning of the call. If no PBX / CTI is required, the consultant does not need to be physically at the TSP facility, but may have the services from home or other location where the counselor handles the voice and data communications from the MCD and the data center. Center can provide, deploy.

Although the likelihood is very low, it may happen that the call center (or the PBX-less architect advisor) after receiving the initial data call and assigning a single session telephone number for use by the MCD to make the voice call another call (from another caller) using this assigned telephone number that was reserved for the call from the vehicle. To solve this problem, a temporary small unique number (for example, 2 or 3 digits) is sent to the MCD via the data call in addition to the telephone number reserved for the voice call for the session. The vehicle MCD makes a telephone call to the call center using the telephone number provided to the vehicle and also transmits the unique number using the frequency dialing method. This unique number identifies that the call comes from the correct device (since it was sent to the vehicle along with the phone number). The rest of the process can stay the same. Once the unique number has been validated, it can be returned to the pool. The number of digits of the unique number may be selected based on the average call volume of the call center. For example, if the average call volume is less than 900, 3 digits may suffice for the unique number. By keeping the temporarily assigned unique number small, the time delay due to the frequency selection process can be kept small.

Those skilled in the art will recognize that by using the initial data call from the RCD and the associated telephone number received from the data center, a certain amount of authentication of the calling RCD and / or the user can be automatically realized. For increased validation, in some embodiments, the frequency selection method may be used if desired or required.

Each of the embodiments discussed above may also be used to facilitate voice and data communication over many generations of wireless communication technologies (e.g., cellular) as well as various competing technologies. And it should be noted that the method enables data communication with the TSP without requiring the use of a data modem over a voice channel connection, thereby avoiding the need for some technologies to toggle between voice and data modes via the voice call.

As those skilled in the art will recognize, the methods of 3 - 5 may be implemented by certain machines, each using a processor, a memory, and program instructions stored on the memory which, when executed by the processor, cause the particular machine to perform at least a portion of the methods disclosed above. For example, regardless of whether they are a vehicle telematics unit, hand-held cellular phone, or other wireless or wired device, the RCDs may include a processor, programmed memory, and a wireless communications circuit that can route the RCD to particular applications in the memory specific software. Similarly, the TSP facilities include 20 (a) server 82 for special purposes, a database / databases 84 and other particular devices that make their use and function specific to particular wireless services. The memory used may be a computer readable memory that includes a non-volatile data storage device that does not require constant electrical power to maintain its programming; Examples include flash memory and other types of NVRAM (Non-volatile Random Access Memory), ROM (Read Only Memory); Semiconductor memory, z. EPROM (erasable programmable ROM), EEPROM (electrically erasable programmable ROM), magnetic or optical disks or tapes; and / or the like.

Claims (10)

A method of performing communications using a remote communication device, comprising the steps of: (a) transmitting a transmission identifier from a remote communication device (RCD) using a data channel communication path; (b) thereafter at the RCD a telematics service provider telephone number (TSP telephone number) associated with the transmission identifier and additionally receiving a unique number; and (c) making a call from the RCD using the telephone number with the TSP, the RCD also sending the unique number to the TSP using a frequency dialing method, and wherein the unique number identifies that the call comes from the correct device. The method of claim 1, wherein the transmission identifier comprises a remote device identifier, a user identifier, a situation-dependent identifier, or any combination thereof. The method of claim 2, wherein step (a) further comprises sending over the data channel communication path a call request comprising the transmission identifier and one or more additional data elements. The method of claim 1, wherein the RCD comprises a mobile communication device (MCD), and wherein the MCD comprises a processor, a memory accessible by the processor, and program instructions stored on the memory which when executed by the processor in that the MCD carries out the steps (a) to (c). The method of claim 4, wherein the MCD includes a telematics unit that communicates with a vehicle system module on the vehicle, and wherein the executed by the processor A method of executing the program instructions further comprises, in step (a), the steps of receiving information from the vehicle system module and transmitting the information over the data channel communication path. The method of claim 4, wherein the MCD comprises a telematics unit communicating with a vehicle system module on the vehicle, and wherein the method executed by the processor in executing the program instructions further comprises, after step (c), the steps of receiving information from the vehicle system module and the information is sent via a data connection established after step (b). The method of claim 1, further comprising, prior to step (b), performing the following step at a central facility: obtaining the telephone number from a pool of telephone numbers available to the TSP. The method of claim 1, further comprising, prior to step (b), performing the following steps using one or more central facilities: accessing information from a subscriber account maintained by the TSP and associated with the transfer identifier, connecting the established call with a consultant and provide the information for the consultant. A mobile communication device, comprising: a processor and a memory accessible by the processor, and a cellular communication circuit, the memory comprising program instructions that can be accessed by the processor and executed by the processor to cause in that the communication device carries out the method according to claim 1. Computer readable memory comprising a non-volatile data storage device having executable program instructions stored thereon that, when executed by a processor of a remote communication device, cause the processor to perform the method of claim 1.

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