FI108981B - A method for queuing and routing calls to a telephone number from a queue to a destination - Google Patents

Description

108981

A method for arranging and routing calls to a telephone number from a queue to a destination 5

The invention relates to a method according to the preamble of claim 1 for arranging and routing calls to a telephone number from a queue to a destination subscriber station located under at least two different PBXs.

Such methods and systems are used in connection with telephone services implemented in a distributed PBX 10 to control queuing and queuing calls when calling a service number. In particular, the methods are used for premium rate telephone services. The queuing feature is required when the telephone service provider does not have free lines at the time of the call.

A decentralized PBX environment is a system comprising at least two PBXs that are interconnected so that common PBX functions can be provided to subsets of interconnected PBXs. A common PBX operation may be, for example, queuing in the area of multiple PBXs. In other words, a distributed PBX environment refers to a PBX network in which a plurality of PBXs are connected, at least in some respects, to act together as a single PBX.

According to the prior art, queuing is implemented at the switchboard of the service provider. Queuing, for example, may have begun free of charge and subsequently become chargeable. The free queuing is based on the delayed transmission of the B-answer mark from the PBX to PBX. The queuing calls are thus connected to a service provider switch, which has delayed answering these calls. With this technology, it has been possible to implement, at the most advanced time, the time allowed by the public telephone network time control at no additional charge. The time control of the public 108981 2 telephone network typically allows a delay of 2 to 3 minutes between the call being connected and the sending of the B-answer token. If it is desired to allow queuing longer than the timeout period, the service provider exchange must have sent a B response before the timeout is triggered. If a B response token has been sent, the 5 queuing has become chargeable. If, on the other hand, the B-answer character has not been transmitted, the telephone exchange has terminated the waiting call after the timeout. In this case, queuing has been completely free of charge, so the caller has not even been charged for the call.

A disadvantage of the prior art is that the time control of the public telephone network limits the maximum length of the 10 free queues and the desired rate cannot be freely determined for the queue time. Another drawback of the prior art is that each call in the queue of the service provider also allocates one voice connection of transmission capacity from the telephone network to the exchange.

The object of the invention is to eliminate the above-mentioned drawbacks and to provide a completely new type of method and system for arranging and routing calls to a telephone number from a queue to a destination.

The invention is based on directing a call to a service number to a service switching point (SSP) of a telephone intelligent network and triggering an intelligent network service according to the selected service number 20 at a service control point (SCP). Under SCP control, the call is routed to an automated device connected to the service and connected to the switching network server, which is capable of receiving and closing calls. Preferably, the automation device is an IVR (Interactive Voice Response Unit) device, whereby calls connected to the automation device can be served via voice messaging. The PBX communicates with the PBX servers of the PBX, whereupon the PBX server receives essential information on the status of all interfaces connected to the service number. The switch network server may then instruct the telephone intelligent network (SCP, SSP) to route the call to the connection selected according to the service logic 30. If all the service number lines are busy, the call is left on hold with the automation device. A call connected to an automated device may be exempt from additional charges for the service number or may be charged a specific queue for queuing time, which may be below the actual service charge, for example. When a service line service line becomes available, the exchange network server instructs the automation device to disconnect the call and SCP 5 to direct the call to the correct exchange number of the correct exchange.

More specifically, the method according to the invention is characterized in what is set forth in the characterizing part of claim 1.

The invention provides considerable advantages.

By means of the invention it is possible to connect several telephone exchanges and / or service centers (call centers) 10 into a single logical entity for queuing and at the same time provide a queuing function independent of the time control of the telephone network. In addition, the invention can be used to determine the desired rate for queuing time. Another advantage of the solution according to the invention is that the telephone connection between the service provider's switching network and the telephone network is not unnecessarily burdened due to queuing calls. Thus, the invention makes it possible to implement centralized queuing of gear networks outside the actual gear network.

The method according to the invention also has advantageous embodiments providing additional advantages. The method and system can be applied, for example, by collecting information from the caller during the queuing time before the call is connected to the switchboard of the 20 service providers. In a very advantageous embodiment, this is accomplished such that the data collected during the queue when a call in a queue is connected to the customer service of the telephone service can be immediately utilized by the customer service, e.g., on a computer screen. This can also take advantage of queuing time.

The invention will now be described by way of example and with reference to the accompanying drawings.

Figure 1 illustrates the operation of one method according to the invention in one possible system environment.

108981 4

Figure 2 illustrates the operation of another method according to the invention in another possible system environment.

| Figure 1 illustrates the operations to be performed by the arrows using the first method and the organs involved in these operations as pictorial symbols. The system environment of Figure 5 comprises a service dial-up telephone interface 101, an associated SSP exchange 102, an SCP 103 controlling a SSP exchange 102, a Network IVR device 104 connected to a telephone network, and service provider call centers 105, which may be many depending on the embodiment. The system may comprise, for example, 3 to 10 service centers 105. The service center 105 in turn comprises a telephone exchange 106 and associated service interfaces 107. The service center further comprises a exchange server 108 which includes software for controlling the exchange 106 according to the programmed operating logic. In addition, the rigid system environment comprises a switching network server 109 that communicates with the Network IVR device 104, the SCP 103, and the switching servers 108 of the service centers 105 connected to the common queuing function. The function of the exchange network server 108 is to communicate with and coordinate the operation of the Network IVR device 104, the SCP 103, and each service center 105 associated with the common queuing function to achieve the desired queuing function.

:: Of course, the entire telephone system has a large number of V20-like subscriptions, such as 101, which can simultaneously call the service number in question, v · but for the sake of clarity, only one service number is called ... · · Telephone subscriber number 101. The number of service subscriptions 107 may be very different from that shown in the figure. The telephone exchange 106 itself may be, for example, a PBX-type Private Branch Exchange.

25 When a call arrives at a service number queue and later on when a call is routed from a queue: '·'; the service interface performs the following operations as shown in Figure 1: 1) The customer calls from the telephone interface 101 to a premium service number, and the '...' call is directed to the S SP exchange 102 of the telephone network.

! 2) The SSP exchange 102 requests call control instructions from the SCP 103. The SCP 30 103 initiates the service associated with the service number and instructs the SSP exchange 108981 5 102 to control the call. The SCP 103 instructs the SSP exchange 102 to set the call at a desired queuing rate, e.g., a local call rate, and to route the call to Network IVR 104. The SCP 103 identifies the call and places it in the signaling field of a particular signaling message. For example, an A-subscriber number field or a REDI (Redirecting Number) field can be used to convey an identifier. The purpose of the identifier is to identify the call so that the identification information can be transmitted to other actuators of the system. The identifier 10 may be, for example, a random number or a running number. In addition, the SCP 103 instructs the SSP exchange 102 to wait to see what happens to the directed call in the future.

3) The SSP exchange 102 directs the call to the Network IVR 104 and sets the call queue at a desired rate, e.g., a local call rate.

4) The telephone exchanges 106 included in the system know the status of the interfaces under their control. Each exchange 106 and the exchange server 108 communicate through a communication link to determine whether the subscriptions in the service number response set are busy or: available. The switch server 108 also controls the operation of the switch 106.

..! 20 5) Each of the system gear servers 108 communicates, ···. communicating via the telecommunication connection the status of the subscriptions of its service center 105 to the switching network server 109, which thus learns the status of each subscriber in the response set. This communication will continue without interruption.

6) Upon receiving the call and the associated identifier from the SSP 102, the Network IVR • 104 will answer the call and send the B-subscriber answers token. Upon receipt of the B-subscriber answering mark, the SSP 102 will start charging the call at the desired rate: ... ·. Network IVR device 104 queues incoming calls and:: Provides callers with queue notifications or plays queue music. Queue Bulletin:: 30 can be, for example, a voice message: '' You are in a queue. Please wait. ”Network 108981 6 The IVR 104 may also, in a preferred embodiment, implement intelligent call control queuing. In this case, the caller is asked for more specific information during the queue, such as where he wants his call to be diverted. Such questions are, for example, questions: '' For 5 sales departments, press 1 for fault reporting department, press 2. 'Network IVR device 104 captures caller selections and delivers them in a specified format to the PBX server 109, together with a call identifier.

7) The exchange network server 109, based on the information it has received, decides on the routing of the 10 calls to be queued and decides to which destination number the call is routed. For decision making, the exchange network server 109 includes routing rules for queuing calls and other necessary routines. The call control j may be influenced, for example, by the caller's A-subscriber number, time, day of the week, the caller's options for the Network IVR 104 while queuing, and / or the target access load history as specified by the queuing provider. When the actual destination interface of the call is cleared, the exchange network server 109 notifies Network IVR 104 that a free call location is ready for the call.

; : 8) Thereafter, the Network IVR device 104 terminates the call by sending a B-t · 20 subscriber closes the sign to the SSP 102, whereupon the call control is also returned to the SSP 102.

9) Upon receiving the B parenthesis, the SSP exchange 102 asks SCP server 103 what. ·: ·, You need to make the next call.

10) The service logic in the SCP 103 detects the B-subscriber-closed state and 25 retrieves from the exchange network server 109 the assigned '·' control number. The call is again identified by the "!:" Identifier assigned to the call.

11) The SCP 103 instructs the SSP center 102 to route the call to a fixed dialing number 107 at a designated PBX 106. In addition, the SCP 103 i 7108981 instructs the SSP center 102 to change the desired service charge for the call if the service charge is different from the queue.

12) The SSP exchange 102 directs the call through the switch 106 to the correct answering position. After answering, the call will behave like a normal intelligent network call.

5 The call will then be charged according to the service charge.

The above process steps may not necessarily be carried out in the above order, but may vary in some respects. It is also advantageous to carry out some of the operations continuously so that the order cannot be definitively defined.

In addition, some of the operations described above can be performed and it is advantageous to perform simultaneously with one or more other operations. It should also be noted that each switch may have subscriptions belonging to several sets of answers. One single subscription may also belong to several different sets of answers.

The PBX server 109 may simultaneously communicate with a plurality of PBX servers at different service centers 105 (Call Centers). It is intended that behind a single telephone number visible to the customer, there may be a network queuing that is answered at any service center 105 associated with the control of the relay network server 109 suitable for the call in question. The exchange network server 109 may include v-20 service centers 105 held by different organizations. Thus, with a single :: gear network server 109, it is possible to manage several different gear networks.

, ·; The method shown in Fig. 1 can be modified in several ways. Figure 2 shows one variation utilizing a call identifier; transfer to Service Center 105. The method of Figure 2 is used in Figure 1 ':'. 25, where the service-center-specific computers connected to the gateway server 108 or terminals are provided for use by client service servers. The method of Figure 2 comprises the steps 1 to 11 of the method of Figure 1 being substantially similar and; '. in addition to these, the following method steps: 8 108981 12) The exchange network server 109 notifies the exchange server 108 of the call identifier received from the Network IVR device 104 and the choices entered by the client.

13) The SSP exchange 102 directs the call through the switch 106 to the correct answering position. In connection with the call, the call identifier 5 encoded in the A-subscriber number and REDI fields is also transmitted to the exchange.

14) The switch 106 forwards the call identifier and the call destination number to the switch server 108. The customer service telephone operating at the selected destination interface 107 alerts.

15) The switch server 108 detects the identifiers it receives from the switch network server 109 and the switch 106 10 and logically associate the events and information associated with the identifiers. The switch server 108 starts the correct application on the client service computer 110 operating in the destination interface 107. The opening of the application may also be influenced by the user's choice of Network IVR device 104, which is transmitted to the switch server 108 via the switch network server 109.

i [Data collected from queued customers during queuing may be e.g.

; ; customer number or bank account number for banking services. The customer can also be asked what specific service he / she needs this time. This can be done, for example, by means of a menu function where the customer is prompted with a number key !! press to announce the desired service.

· '· The information collected during the queue can be used to control the service call when the service line 107 is released. For example, the call can be routed directly to the customer's selected department or person. The call may also be directed to the person or department responsible for the customer's service. The queuing system can also be set; ί 'to work with the service provider's information system so that the queue:! and, during the queue time, the customer information of the identified customer appears on the screen of the customer service computer terminal 110 as the call connects to the customer service telephone device 107.

* »108981 9

In the above methods, calls to the service are identified within the service system by means of a unique identifier. For a call conventionally associated A-subscriber number information is generally not suitable for use as a unique identifier. Using a single A subscriber number as a unique identifier 5 would cause problems if more than one call were made to the service at the same time through a PBX that transmits the PBX number instead of the A subscriber number dialed as A subscriber number information. Some business PBXs work this way.

The above examples deal with a case where the service has a queue at the time of calling 10. However, there is not always a queue. Even in such a case, the call is first routed to the Network IVR 104. However, in the methods shown in Figures 1 and 2, in the absence of a queue, the call can be redirected immediately, in which case the caller is not given any information;

From the Network IVR 104. This way, the caller does not have to wait unnecessarily. It may also be desired, if desired, to collect certain information from the callers before transferring the call from the Network IVR 104.

Queued calls can be queued, for example, according to the order in which the calls arrive. In this case, the longest queued call would be the first in the queue and redirected to the first free connection suitable for the call information. However, the • 20 priority order for queuing can also be defined differently. The service provider may, for example,

.:: gives priority to calls from certain A-subscriber numbers. In this case, for example, calls made through the switchboard of a large client company can be prioritized · '*. If '·' prioritization based on the A subscriber number is used, at least the A subscriber information cannot be completely erased during the generation of the unique identifier 25. The unique identifier can then be placed in a non-A subscriber number field. Alternatively, A subscriber number or queue privilege information may be '. encode to a unique identifier placed in the A-subscriber number field.

> * *, '· ·. When using the method of the invention for a call that first queues

When connected to a Network IVR and later connected to the actual service! '\ 30 numbers, two separate billing labels can be made. The first ticket is made

A call connected to a Network IVR and another call connected to a 108981 ίο switching service number. However, for the caller, these two calls are a single call, as the call is not terminated by the A-subscriber as the call moves from the Network IVR to the other B address, i.e., the service number control, as the second call. Thus, separate tickets are provided for the queue portion of the call made to the service-5 number and for the actual service call portion. Thus, such an embodiment of the invention allows billing to distinguish between a queue and a service portion of a service call. This separate billing information can be utilized, for example, to distribute service revenue between a telecommunications operator and a service provider.

The invention may also be applied in connection with telephone services which are free of charge or wholly free of charge. In this case, the service call will be priced or free, respectively. In principle, it is also possible that the service charge itself is lower than the queuing charge. Thus, the invention can also be applied in such a way that the calling subscriber is charged only for the queuing time, in which case the caller enters e.g. the information required by the service 15, but the actual service part of the call is free.

However, it will be apparent to one skilled in the art that the functions of the PBX 108 may be: Y: integrated into the PBX 106, thereby replacing the separate PBX 106 and 20 with a single hardware. Similarly, it is also possible to integrate, for example, the functions of the automation device 104 and the gear network server 109: to perform the same hardware. The functions of the exchange network server 109 are again provided by V! in turn, it is possible to make it executed in SCP 103.

»I« I ·

Preferred embodiments of the invention have been described above in which queuing calls are served by a voice automation device. Versatile data transfer. ·: *. features such as UMTS handsets'. as queuing becomes more common, instead of a voice automation device, it is also possible to apply an automation device that communicates with the terminal of the queuing telephone interface over a data connection. Hereby information could be collected during queuing via the on-screen menus of the caller;: '30 network terminal.

Claims (8)

1. A method for arranging incoming calls to a telephone number in queue and to direct them from the queue to the call terminals (107), which are subordinate to at least two separate telephone exchanges (106), in which method - a call made to a telephone number is observed with using an intelligent telephone network (102,103), - the call is directed to an automatic device (104) connected to the intelligent network, 10. the call is queued in the automatic device (104), - the condition of the interconnection (107) is observed, - a free interconnection (107) ) is observed, and - the call is directed from the queue to the observed free call connection (107), characterized in that 15. where the call is directed to the automatic device (104), a desired queue is added to the call,: - where the call is further directed from the automatic device (104) to the call connection: (107), a desired service tariff is added to the call, and II ·, Y - for the call, two separate billing tickets are created. , that the first ticket is formed for the call connected to the automatic device (104) and the second for the call joined to the switch (106) controlling the call connection (107). • · · • »• · · •; The method according to claim 1, characterized in that for the individualization of the call, the call is given a characteristic which can be transmitted in an information exchange between the ... 0.5 the control bodies participating in the implementation of the procedure for identifying the call: Y: and to join the call and the additional information associated with the call. 1 08981 3. Procedural patent claim 2, characterized by this call being associated with the automatic device (104) - is collected by means of the automatic device (104) from the caller, - the data collected is combined with the call on the basis of the given characteristic, and - a message or a message group containing | the poisons and characteristics are formed to be sent to another control body participating in the implementation of the process. 10 4. A method according to claim 3, characterized by the determination of the order of the queuing calls and / or a suitable call connection group, the information collected from the caller by means of the automatic device (104) is taken into account. Method according to claim 3 or 4, characterized in that data collected from the caller 15 is conveyed to a computer (110) or data terminal operating in connection with a target connection (107) selected for the call. i · · i •: ·. Method according to any of claims 1-5, characterized in that the state of the call terminals (107) is observed, state information is received, such as the telephone exchanges (106) controlling the call terminals (107) and / or the exchange servers. (108) as an-: * · '; connected to the telephone exchanges (106) transmits via a data communication connection. »• ·, · · · 7. A method according to any of claims 1-6, characterized in that a * · * call is controlled from a single queue to a free call connection (107). ••• .25 - it is interrupted to the automatic device ( 104) connected the call in queue by • · ·. '. - the interrupted call is received by the control of the intelligent network (102,103), 108981 - by means of the intelligent telephone network (102, 103), a call for the call is recognized in accordance with a service logic and the call is guided to the call number determined by the service logic. 5 8. A method according to claims 1-7, characterized in that the automatic device (104) uses an audio automatic device. • · • «• · · • · • · · * · ♦ • · • ·» · · • · * · · • 1 · • 1 · • · · * · * 1 1 tl ·! · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · ·