WO2001039521A1

WO2001039521A1 - Implementation of additional functions and performance criteria of a call distribution system

Info

Publication number: WO2001039521A1
Application number: PCT/DE2000/004071
Authority: WO
Inventors: Jürgen LANTERMANN; Thomas Grewing; Frank Erfurt; Norbert Baumert; Rainer Supplie
Original assignee: Siemens Aktiengesellschaft
Priority date: 1999-11-19
Filing date: 2000-11-16
Publication date: 2001-05-31
Also published as: JP2003515994A; DE10025437A1; CN1425255A; BR0015709A; CN1203687C; EP1230810A1

Abstract

The invention is characterised in that at least one part of at least two user connections (TA1...6), having configured performance criteria and being allocated to at least two network devices (LE1...3), is assigned to at least one group (NWCD), to which performance criteria and/or characteristics (SDN, TskGrp1,2) of a call centre can be assigned. The group (NWCD) is controlled by one of said network devices (LE1), whereby the user connections (TA1,3,4,6) which have not been physically allocated to this network device (LE1) are allocated to said device as virtual user connections.

Description

description

REALIZATION OF ADDITIONAL FUNCTIONS AND PERFORMANCE CHARACTERISTICS OF A CALL DISTRIBUTION SYSTEM

Operators of current communication networks are currently planning to introduce call centers distributed throughout the network. Network-wide means here, for example, regional but also country-wide or cross-border, such as for PAN-European network operators.

Based on switching systems used in current communication networks - such as the EWSD switching system from Siemens AG - there are quite powerful solutions with the call distribution systems used for call centers - also called "Call Distribution System" or "CDS" - that offer a multitude of features around automatic call distribution based on task groups. These task groups, for example, make personal

Job profiles - also referred to as "skills" - which represent operators, agents as well as staggered or short-term distribution of tasks. Furthermore, these call distribution systems include the inclusion of announcement machines - e.g. for automatic greeting or for fee announcements - and from store-and-forward machines - e.g. for automatic connection after a caller ID - supported. Furthermore, external databases can be integrated into the Call Distribution System or CDS via the Support Application Server (SAS), for example, to deliver a call to a call agent or the operator based on the call number of the caller immediately the relevant customer data records to the corresponding communication terminal or terminal - also as MSB (Multifunctional Switchboard) or MAC

(Multifunctional Attendant Console) - to be displayed. The used in the context of call distribution systems Operator stations for operators, attendance or agents are relatively complex and therefore relatively expensive. In addition to the MSB / MAC operator stations, there is also the desire to use normal telephone connections, ie both analog or ISDN basic connections, as "basic agents" in CDS, which are activated as "home agents" at certain peak times for the respective call center can. These Basic Agents should be organized together with the MSB / MAC workstations in one and the same task group, and be able to share the work according to the predefined distribution mechanisms. The so-called basic agents in the form of home agents will generally be connected to other switching centers, possibly also to switching centers from different manufacturers. On the other hand, because of their proprietary interface, the MSB / MAC operator stations must always be connected to a specific control switching device - for example EWSD from Siemens AG - possibly via a remote, peripheral switching device - for example via a remote DLU from Siemens AG. In current

Communication networks is the switching device through which the remote DLU is controlled and at the same time the switching center in which the call distribution system is arranged.

Within current telephone networks, the signaling for setting up and clearing down 64 kbit user channel connections for controlling ISDN services takes place on the basis of ITU-T signaling system no. 7 - also known as SS NR.7.

The actual task of signaling procedure No. 7 is the exchange of signaling messages within the communication networks. The signaling messages are exchanged by the user parts - also referred to as user parts - within the reference model. A distinction is made depending on the type of signaling message, for example between the telephone user part - TUP -, the data user part - DUP -, the ISDN user part - ISUP - and the broadband ISDN user part - B-ISUP. The TUP was ignalisierungsverfahren as the first application in the _S Nr. 7 implemented. The ISUP was defined on the basis of the TUP for the general definition of the ISDN and for the determination of the signaling within the ISDN. The latest application of the B-ISUP for applications within ATM-based networks emerged from the ISUP. The main tasks of the ISUP are:

- establishment and dismantling of useful channel connections,

- handling of signaling for service features,

- Coupling two "logical" signaling connections

(e.g. when changing from the national to the international network).

The ISDN user part directly uses the message transfer part - MTP - and the control part for signaling connections - SCCP, layer 4 -, so the ISUP itself is to be classified in layers 4 to 7 in the OSI reference model. The ISDN user part controls both the segmental signaling to achieve the destination and the end-to-end signaling relationship between the origin and destination exchange. With the aid of the segmental signaling, the path for the useful channel connection and the signaling connection is sought and, according to appropriate commands, set up. The MTP is used for this. For the user channel connection, all switching centers involved must be informed of, for example, the switching of the user channel, while only the originating and the line switching point exchange signaling information for the control of the service features. For the end-to-end signaling, the ISUP uses the services of the SCCP. The actual signaling information is exchanged in the ISDN user part. All underlying layers ensure that this information is transmitted securely and the a _d interested user part. For the exchange of the end-to-end signaling messages for handling I _S DN service features, the end-to-end signaling of the SCCP is used based on a TCAP dialog.

The Transaction Capabilities Application Part - TCAP - has been introduced in signaling procedure no. 7 for more complex applications within communication networks such as, for example, to support database queries for services of the intelligent network - also known as IN - or for mobile radio applications. For example, with the freephone service of the intelligent network, the initiator of the connection dials an IN number (0130 or 0800), which determines a target number by calling the intelligent network depending on the customer parameters. To determine the valid destination number, only signaling messages need to be exchanged, the user channel is not switched to the IN. This service call is a typical TCAP application, for example. When communicating with TCAP instances, a distinction is made between structured and unstructured dialog. With structured transport, before

Message exchange opens a transaction relationship and the transaction identifier - also referred to as a transaction ID - in both communication devices of the two signaling nodes involved to identify this relationship. After a BEGIN message, the individual information is transmitted with CONTINUE messages in the structured dialog. The BEGIN message contains the transaction identifier of the initiator, the CONTINUE messages contain, depending on the direction of transmission, the identifier of the initiator or that of the communication partner as the origin identifier and the identifier of the communication partner as the destination identifier. After the information has been transferred, the dialogue is

Message ended regularly. The structured dialog is used, for example, for database queries such as in Mobile networks or used in the IN, all exchanged messages can be identified by the transaction identifier as belonging to this activity.

An intelligent network or IN is a concept comparable to an architecture for introducing complex services into existing telecommunication networks, the architecture describing the structure of a concrete IN implementation. The architecture is designed to serve as a unified basis for a variety of different

Services. The architecture of intelligent networks is a supplement to the conventional telecommunication networks, on which the actual services are based. In the standardization, three (physical) levels were defined, to which the various components and functions of the conceptual model of an intelligent network are assigned.

The platform implemented by the architecture of IN not only includes hardware components, but also a software platform on which very specific services can be developed by the IN operators using suitable tools and loaded into the hardware components. The hardware of intelligent networks mainly consists of switching centers of the telephone network - also referred to as SSP or "service switching point" - which recognize the actual call of an IN service and to a corresponding SCP - also as a "service control point" designated - direct. The actual service runs on an SCP, a very powerful computer with a large, complex database, through which many requests are processed in a short time. A further level is required for the operation of the services, which is also referred to as an SMP or "service management point". Service customers can use the SMPs to dial into the intelligent network and change or adapt their respective setting data or parameters for the respective service. A service switching point that realizes service switching functions recognizes IN calls and forwards the requests to the corresponding SCP. The SCP is a digital switching center with special control programs (e.g. all remote switching centers at a certain level). The call of an IN function is linked in the control of the exchange by means of predefined triggers. Not only can certain call numbers represent a so-called trigger point - also referred to as a trigger detection point - certain states of the connection - eg meeting a busy subscriber, subscriber does not answer, among other things - can also have IN trigger points be coupled. In the simplest case, only picking up a phone can trigger an IN trigger without further selection. Further actions - eg dialing the number - can already be evaluated by IN. The communication of several SSPs with one SCP takes place via No. 7 messages, for example via TCAP or INAP dialog.

Functions for detecting and controlling IN services are implemented in an SCP or service control point. An SCP is formed by one or more computer systems through which the IN services are recognized and controlled accordingly. An SCP leads e.g. the traffic routing information to the corresponding SSP and determines the charges for using the corresponding ISDN services.

By implementing the service management functions

Service management point or SSP, the IN services of the SCP are set up, changed, managed and monitored, whereby all the parameters - e.g. Telephone numbers, time dependency etc. - via which SMP can be set and changed.

The described IN elements - SSP, SCP, SMP - essentially control connections within a Communication network influenced. With the aid of signaling method No. 7, the signaling of the connections to the SCP to be switched within the communication network is redirected, but not the user channels. Due to the control functions implemented by the IN, the user channels are switched within the telecommunications network. However, the inclusion of the user channels is also required for certain services. If, for example, subscriber queries have to be carried out, certain announcements controlled by the IN system must be activated and, if necessary, responses to a predefined possible selection or identification of the subscriber must be recorded. The answers of the user are often given in the form of DTMF signals, which are also sent in the user channel. Special facilities within the IN architecture are provided for these special tasks, which have the user channels on the one hand and signaling connections to IN on the other. Such special devices are referred to as intelligent peripherals or IPs. These do not have to be limited to playing predefined announcements or recording DTMF signals. In the future, such systems can also be expanded to include speech recognition systems or data-oriented systems. The combination of various IN functions, in particular the functions of SCP and SSP, is also referred to as a service node or SN.

The object of the invention is to improve the provision of performance features which implement the function of a private branch exchange and in particular the functions and performance features of a call distribution system or call center. The object is achieved on the basis of a method and a communication arrangement according to the preamble of claims 1 and 31 by their characterizing features. In the method according to the invention, subscriber connections having configured subscriber performance features are physically assigned to a plurality of interconnected switching devices. The essential aspect of the method according to the invention is that at least some of the subscriber lines are assigned to at least one group by at least two switching devices. The one group are at least features and / or characteristics of a call center can be assigned, wherein the group of associated features and / or ^self-¬ properties are controlled by the switching equipment. In the switching device controlling the group, the subscriber connections not physically assigned to this switching device are assigned to the group as virtual subscriber connections, at least some of the functions and features of the call center being controlled by the switching device controlling the group.

The main advantage of the method according to the invention is that individually configured subscriber connections that are already installed in a number of switching devices can be expanded in a simple and economical manner by additional functions, ie by functions of a call center, the subscriber performance features already implemented being still available. Within the scope of the method according to the invention, new attractive performance features and properties can be made available to the connected subscribers or communication terminal devices in a cost-effective manner, for example by updating the control software of the switching devices without having to purchase additional hardware components. In particular in the environment of small and medium-sized companies, whose offices and shops are spatially distributed, existing subscriber lines can be customized with additional, for example private branch exchange-compliant, services while maintaining the already configured subscriber line features. ω _J) K) P ¹

<_n oo (_π O cn sd p- <Φ t-3 CS1 CΛ <ω H <φ Q tu H Φ Φ <Φ P ü £ N Φ P t " ¹ α <3

PP p I-! Φ d rt Φ Φ rt Φ o Φ p. Φ P ¹ Φ P P- φ P- φ d P- H- P Φ Φ P- tu Φ

CΛ α d Hi P- CΛ rt φ ι-i H φ P- g P Hl 3 ω l-i P H P rt P rt Φ N rt P- φ rt P

Ό e Ό & ⁾ h- 'rt dd 3 3 d 3 3 P- 0>: 3 tu φ 3 Φ N o σ tr P- N CΛ Φ

SU P & = P- _T ι-f Ό & P Φ Φ P- P- Φ P d P- d P- PS tr φ rt Φ Φ rt Λ- P 3 d Φ tr Φ rt Φ PP rt rt P Φ P rt α φ P tr N rt CΛ Φ t, P d O tu o P f_: P "« «p ^* α P rt rt PP ^J P- rt d Φ P tu rt Φ rt Φ P- φ d rt - P cn ≥i tr 3 P P- 3 Φ α 3? P P- φ h- ¹ P P- rt φ PP »* Q rt Φ Φ

P- ιQ P Ξ Φ Φ dd Φ φ (D d ιQ P ^ «CΛ d rt d rt P σ α P- cn Φ er> rt P- O Φ PPPPP rt P CΛ φ PPP CΛ <Φ ≤ P 3 P Φ Φ

• rr ^ Q P- σ tu P Φ vQ ιQ tu P- ιQ ^ Q P α: α t Q Φ t _ P N tu CΛ φ ιQ 3 P

? <! Φ PP CΛ CΛ <PO CΛ Φ P- σ cn α H P- d cn tr P d: cn ≤ d Φ P- P- CΛ Ό 3 Φ Φ rt Φ CΛ P Φ 3 φ φ φ tu Φ Φ P- rt ts o- CΛ Φ rt φ

P P- α P ^J P- P P- Φ PO CΛ P- tu: P "« • P- φ Φ cn P- tu: tr CΛ _ ts

3 CΛ Φ P-

^ Q rt d tT ^> <rt 3 PO 3 tr σ P & cn α P P- tu φ rt φ O tu rt P "rt ω Φ P- CΛ rt P- ι-i tr P- Φ p, Φ rt P - (Φ α p, MP ^J rt rt N P- P P- P ¹ Φ rt- <r- ¹ φ P P- rt P- P rt d: N P- P Φ φ P p, tu P- P- rt N Φ CΛ Φ ^ Q Φ P φ O CΛ? d rt O P- rt CΛ P- n P Φ CΛ o P Φ rt P- Ό Φ P rt o P Φ α CΛ tu PP ^J CΛ - CΛ Φ to Φ tr σ CΛ • o P- p, s: tu tr P Φ Φ iQ d rt O d Φ P ^J rt Φ ta d lf CΛ n et Φ Φ tr φ Φ H- ω P Z.

P α P P- CΛ P d tr P P d d H Φ Hi Φ Φ σ d N O cn Φ Φ

P- Φ tr ¹ d CΛ rt ιQ P Φ U3 _^ PP Hi tu <P- Λ P P- tu Φ CΛ <α P tu P

CΛ P φ HP Φ CΛ iQ P CΛ ιQ iQ tu P ¹ Φ o ^• rt ιQ Φ Φ P- so Φ ^ Q o P- Φ α α tr O Φ Φ α Φ Φ P ^J P- P tu CΛ cn Φ tr PP φ ti P- Φ Φ t CΛ P- tr P- c / _ P- P- PPP CΛ rt P 'rt P d Hi Φ P- d: rt P

Φ Φ rt P ^J α PP Φ P- P φ φ P- Φ Φ Φ P n P- ω * P n P «

P s d P Φ P- P- P H P P 0 α P φ P- p. d tu ιQ Φ P £ φ Φ rt P-

Φ P Φ P φ CΛ P- 3 P P- Ό o Φ CΛ H σ 3 Φ PPO: P α Φ o CΛ es. P- ιQ P 'CΛ o O P- φ OP ^J P dd P- O: P. yQ <rt d ιQ φ P P- tr od cn 3 <Φ tr P ^J rt tr • <SU cn PP cn ιQ P φ o Φ PP ¹ P- cn φ rt <

CΛ CΛ 3 Φ P- l-f Φ rt rt d: rt ω d P P- ιQ ιQ rt cn P P ιQ P- P et d et α φ P P d Φ tr d P- P rt 3 CΛ p. P- Φ cn o φ P w P 3 tu

Φ P tu rt N d P Φ P Q. <P- o t t P vQ tr φ Φ ιQ Φ Ö3

PP "P dd P rt H ιQ tu tu tu o er tr P ¹ P Φ Φ t O rt tr α Hi p CΛ Φ vQ φ NQ, α P d rt Φ ot 3 Φ 3 tr PPP Φ

Φ SU tu O P- ¹ Φ s ≤ α P P- d 3 P- P- P rt H CΛ Hl tu: P- CΛ P Φ Φ P-

P & tr O tr P- Φ P- CΛ P- φ tu Φ P- 3 CΛ P P- rt tu Φ P- d Φ P rt Φ Φ P Φ PH φ NO ti P jZ o P- Φ Φ CΛ Φ rt rt t Φ P φ Q Φ d: P rt α α d tr Φ P- rt § P P- rt P 3 P- PNNN φ P Hi φ P d CΛ PP Φ α uq P CΛ Φ Φ φ rt Φ o. φ d CΛ Φ P _^ o

CΛ _^ P CΛ H φ P- α 3 P- Φ P rt ti CΛ φ p. <P rt α Φ Φ rt Φ Φ • φ -> PP rt O P- H. ^ ΓJÖ d rt φ Φ SU α B cnf

Φ O '\ 3 P- Φ σ il H n P- Φ cn φ P to p, P- O rt Φ od φ o P "P CΛ M cπ P ^J Φ cn rt Q tu S Hl & ^ Q Φ P rt P tr φ rt N 3 rt 3 i-. 3 rt Φ P- ω cn φ (^ Q Φ p- P tu p P Φ d Φ Φ φ d rt 3 φ φ P- tr p> p. P «tu P - Hi rt P- p ^ QTO ≤ Ό rt Φ P P- o P Φ dofo Hi

Φ Φ 3 tr φ Φ Ό Φ Ό P Φ Φ P P 2 g rt tr d

M er M o φ P P- P φ CΛ p, N P> P P N U3 Φ § P- P φ CΛ P- P P P- P- u d tu: P- yQ * • cn d tr d P- * Q

P rt ιQ tu CΛ P- α CΛ P Q. &> rt o Φ P P P P Φ CΛ

Φ Φ P P O U3 P- rt P- ω N tr P z ιQ SU s: P- P rt φ

P n P Φ CΛ tr Φ Φ Φ Φ rt Φ rt rt Φ tu o Φ Λ ^* • P-

P tr CΛ rt O Φ d Φ d CΛ P ¹ P u3 tr P (UP

PO Φ P ^J Φ P- Q d σ P o P Φ rt rt σ φ

1 P- ^ P p, I-. 3 p Φ N iQ P 'ιQ CΛ P- d P

CΛ tu d: d P d H s: tu φ φ Φ P- O P

O Hl CΛ Ό α Ό P • P CΛ P- P o P o Ό

P ^J rt CΛ Ό Φ Ό • «• P tr cn tr P

Φ Φ Φ Φ Φ 1 P-

PP 1

In this embodiment variant for realizing the method according to the invention, all communication relationships to be set up from and to the subscriber connections assigned to the group or from and to the communication terminal devices connected to it are conducted via the switching device controlling the group or via a control switching device. This is also known as "call channeling". The "call channeling" enables the respective current switching and operational status of the individual subscriber lines or communication terminals to be detected by the switching device controlling the group - also referred to as "busy / idle handling". The switching technology information recorded in this way is stored in corresponding data records in the switching device controlling the group.

According to an alternative embodiment variant for realizing the method according to the invention, the switching devices are administered in such a way that the current switching-technical and operational states of the subscriber connections that are not physically assigned to the group controlling switching device are transmitted to the switching device controlling the group, or any change in the switching-technical and operating technical status of the physical the subscriber lines assigned to the group controlling the switching device are not transmitted to the switching device controlling the group. In the switching device controlling the group, the respective current switching and operational status is physically assigned to it

Subscriber connections and the virtual subscriber connections are detected. Depending on the operational and switching statuses recorded in each case, the assigned to the subscriber lines, Group-specific performance features and / or properties controlled - claim 4.

In this advantageous implementation variant of the method according to the invention, the concept-related

Disadvantage of the "call channeling" claimed in claim 2, in which all incoming and outgoing calls from and to the subscriber connections which are not physically assigned to the switching device controlling the group must always be switched via the switching device controlling the group - also referred to as "tromboning" - avoided. By transmitting the every change in the switching and operational status of the subscriber connections that are not physically assigned to the switching device that controls the group, this switching device that controls the group is prevented from unnecessarily occupying network resources or connection channels.

According to an advantageous development of the method according to the invention, at least one group-specific queue is assigned to the group. In the event that no free subscriber line is determined as part of the search process, the communication relationship is placed in the at least one queue. After finding a free

At the subscriber line, the communication relationship is released from the queue and forwarded to the free subscriber line - claim 13. This advantageous further development prevents the rejection of a communication link for the busy case.

Advantageously, a subscriber line provides at least one user data channel that can be conveyed as part of the search process for the transmission of information - claim 15 - in the case of a subscriber line having a plurality of user data channels, the number of user data channels that can be conveyed in the search process for the subscriber line

^ _ 3 H P <S α INI er cn ιQ t 3 α d O Pl O £ O

3 _ d Φ Φ Φ d Φ d Φ o Φ P- tu P P Φ Φ Φ d 5 3 Ό o φ P-

M φ φ Φ tu P- tu P o tr CΛ P P P- cn CΛ P- P Pi g P φ rt rt P- 3 P Φ £ P P P 'P Hi α

P Hl Ό ^ Q Pi rt rt cn ιQ d: 3 cn Φ Φ P tu: ι-ι tu tu 1 3 φ rt P-

P ¹ Φ OP tu Φ Λ tu Ό tr d φ PP Φ P εo Φ tr P PO Φ P Φ <

PP * d: tr P d P P- Φ PP Φ ^ rt Φ PH) P- ¹ CΛ d P P-

Φ »Q 0 o P Φ o α φ P- rt P- cn <tu Φ P 'Φ d: O Hi H>

P Φ tr P Φ tr Φ P "P t o P P- P- P Φ tr P α Φ d d

<CΛ 3 d 3 P Φ P 1 CΛ cn Φ σ tu CΛ P tu: P £ Φ P P- P- ¹ d Φ P- cn Φ φ n P- P Φ CN> PN CΛ o <£ P tsi rt d rt φ o P Φ tu P d § CΛ H "^ Q

P tr rt rt tr Φ Φ d P Φ :: Φ £ P- O Φ Φ P er (U P d φ EP 3 P Φ

Hl Φ P P- P N CΛ CΛ rt P W p- Φ O tr P- P CΛ cn Φ ω Φ CΛ

SU d: 3 P Φ O d tu: O Φ Hi Φ CΛ P- P <P- Pl P- CΛ £ yQ NP d Ö ^* rt tr CΛ Φ Φ P tr £ rt £ P- (U cn Φ P <cn Φ tr P φ o φ φ Pl do tu o

P CΛ tr P- Φ ti P- Φ N P- tr φ ιQ Φ tr P tu α P- P- P- tr Φ 3 er tr Φ P

Φ Φ PP d PP φ tr P rt Φ Φ P φ P. Hi P- H "3 P ¹ rt Φ P- P- Φ 1 P rt iQ

P _^ P Φ tu P- P o. Rt P- tu Φ N P- tr 3 N tu rt <P d Φ PP P- ¹ <tu d Φ

CΛ P ti P ιQ P o φ Hi P rt P Φ P- P- tr Φ P- φ po EP P

Φ α P Φ Φ PP er φ α Φ t P- rt ω _; φ P rt φ P o. ¹ tu Φ Φ φ Φ ιQ p CΛ ιQ er

N £ P Φ Φ P tu ^-1 Φ P Φ α rt tr Φ> d § p 'NP p' cn rt Hl o tu d φ P P- cn § P φ <! tu σ Φ Φ d P d Φ φ 3 d «rt tu tr? TP

3 p- Ό P φ Φ φ d Φ P P cn cn P Φ <o Φ £ tr P "(U

P- O tr <Φ P φ P tr ¹ d P Pi P rt ü3 ιQ PP p- O 3 P Φ φ P d P P-

P tr * <Φ 3 P φ o cn £ Φ «Φ ιQ Φ d P P § cn P- P Φ EP P CΛ

Φ CΛ P tu: Hi P- g ιQ p- φ P- o £ P cn <Hl rt

P- er α o. D P α P rt

Φ * d P- cn 3 Φ P P- rt g φ Φ rt o P Φ φ Φ P tu Φ CΛ σ <cn P- Λ 'do rt P rt d Cn P- CΛ CΛ 3 P d P- tu P d CΛ CΛ P- P- d ≥; P Φ Φ 1 rt 3 tu P 3 Φ α d P rt Φ Φ d α P o iQ § rt ΪV & d • P P

3 P d P P- tu P P Φ rt rt α tr rt Φ CΛ tr tu φ rt Φ tr

Φ po P- Φ d P <Q rt

P- tu CΛ α Φ P- P Φ N d er Φ d Φ tu rt P N α p- P-

P P • cn tu rt • Φ P? • P Φ P σ P o P- Hl P- tr α (U tr rt P & ιQ CΛ

13 P 'o Φ P- Λ 3 rt d tu H- ιQ tu tr P rt O tu tu ^y Q α Ό

Tr 3 dr; ö ιQ φ P- P Pl <rt σ Φ rt P iQ 1 Φ Φ PP ¹ rt d Φ Φ P

P Φ <tu tu Φ P o ιQ φ Φ P- tu P- P- £ <P CΛ er Φ P d cn P d

P N Φ rt σ 3 P Φ P- P o α P ιQ P- P- Φ Φ H er P o P rt rt o

O d P P- Φ tu: α. 3 CΛ P 3 P d Φ P CΛ P- P Φ Φ α>? tr rt Φ '

P tQ 3 O P- EP tu tu P P- ω PP 3 α rt o Pi P- d N Φ tu Φ P ¹ £ d Φ Φ P- P Φ P ¹ P α φ rt σ o φ tr (U CΛ P - CΛ P? P ¹ Φ P ¹

Ό CΛ O rt n N Φ o Φ tr rt Φ tr tr <1 N tr ti yQ Φ tu t rt P CJy

Ό P rt P Φ <P P cn 3 N Φ P Φ Φ P (D φ tr o P α Φ •

Φ φ Φ P- Φ P- Φ P "cn d P P Φ P Φ

PP d rt α φ d P- £ P- Φ P ιQ P cn P Φ PP Φ P- P ¹ P tr & rt P rt P d Hl PP ö

N Hl Φ PN Φ Hi P- d PP ιQ tr PP Φ P- CΛ P- CΛ Φ tu ιQ Ό d: Hl 2 _^ dd P- rt QP tu PP Hi d ω d α Φ P Ό ιQ PP ^J Φ Ό P d: N d P υQ P φ Cn t tr oo ιQ P- Pi rt P p ^"1 <α PP rt P Φ P d rt o φ P Φ PPPP Φ vQ § Φ Φ d ιQ P- dd P α ιQ N tu tr

O d P- ιQ Φ α N α d O P- φ P P o Φ φ Hl P P 1 P- Φ φ ε

PPP Φ P φ ddg tr α φ P σ rt tr PP ü-J φ CΛ φ P- o tu α α ιQ φ POPPP 3 ti d P P- _^ d cn d PP rt tu P-

P CΛ P- P- P tu yQ Φ P- P tsi d P P> rt _ P- φ O Φ Φ Φ

Φ ^ Q P * 0- P £ pσ cn P cn o d Hi C ^ 1 N N CΛ P tr P- P P P cn rt φ P tr P tr φ φ tQ o tr P P d tu • rt SU Φ rt <l <. P Φ "Φ φ

3 φ rt Φ tu P- tu Φ P- tr: d P ö> Φ tr P P- Φ Φ Pl rt tu

£ tu: td rt P rt p "3 3 Φ o 3 ^ Q ö PH" φ P φ Φ P α <φ EP 3 P Φ α Φ P- tu: P w Φ P- d N Φ P Pi rt P- P t: do

P Φ φ ^ • _* P cn EP o £ Φ P 3 P ≥! α d 3 rt t Φ y- ^> P p

Q. P P φ Φ P- Φ tu φ P 0 d Φ iQ tr P O Φ o rt

Φ tu ti P φ P tr P- er? Ö tr rt P Φ P φ P tr Φ

P ti 1

1 3 1 N tu N 1 Φ tr d P- p-

Φ £ tr 1 P 1 3 ¹

P 1 CΛ 1 1

wherein the group is controlled by a control Vermittlungsein ^¬ direction, FIG 2 is a part of the process of the invention ^¬ ized call channeling for sen from Teilnehmeranschlüs- outgoing communication sessions over the rea

Control switching device, FIG. 3 shows a first implementation variant of the call channeling of communication relationships to be switched in the direction of subscriber connections by means of modification of the subscriber numbers and by means of administrative

Adaptation of the routing within the communication network, FIG. 4 shows a second implementation variant of the call channeling of communication relationships to be switched in the direction of external subscriber connections by means of modification of the subscriber call numbers and utilization of the switching performance feature "number portability" or "number portability", FIG. 5 shows a third implementation variant of the call channel - Establishment of communication relationships to be mediated in the direction of external subscriber connections by means of the "automatic call diversion" feature of the external subscriber connections to the control switching device. 6 shows an alternative implementation variant of the method according to the invention, in which the current busy states of the external subscriber connections are transmitted to the control switching device instead of the call channeling, FIG. 7 shows an embodiment variant of the method according to the invention for implementing a network-wide call center, and FIGS. 8 to 11 different scenarios or ,

Realization options for network-wide call centers.

1 shows in a block diagram several switching devices LEI ... 3 arranged in a communication network, which are connected or meshed with one another via connection groups AG and inter-office lines TR1 ... 3. The interconnected switching devices LE1 ... 3 are connected to the higher-level communication network KN, for example in the form of a telephone network, via a further connection group AG. A plurality of communication terminal devices KE1 ... 6 are arranged in the communication network KN, each of which is connected to the switching devices LE1 ... 3 shown in FIG. 1 via a connecting line AL and a respective subscriber line TAl ... 6. In this exemplary embodiment, the first communication terminal KE1 is designed as an ISDN-compliant communication terminal, for example an ISDN telephone or personal computer with an integrated ISDN card. The first communication terminal KE1 is connected to the second switching device LE2 via the first subscriber line TAl, which is designed as an ISDN basic line. A first subscriber number DN1 is assigned to the first communication terminal KE1, by means of which the first communication terminal KE1 is uniquely addressed within the communication network KN. The second communication terminal KE2 is also designed as an ISDN-compliant communication terminal and is connected to the first switching device LEI via the second subscriber line TA2, which is configured as an ISDN base line. The second communication terminal KE2 is assigned a second subscriber number DN2. The third communication terminal KE3 is designed as an analog telephone terminal and is connected to the second switching device LE2 via the analog connection line AL and via the analog subscriber terminal TA3. A third subscriber number DN3 is assigned to the third communication terminal KE3. The fourth communication terminal KE4 is designed as a mobile, wireless communication terminal or cell phone and is connected to the third switching device LE3 via a wireless transmission channel and via a fourth subscriber connection TA4 designed as a mobile radio subscriber connection. The CO>> P

(_n o cn o cn o cn α α tr ¹ PN tu TI P ω P 1 d tu P

P tu α tu P- ö σ P ^ SU P d: PP rt rt tr ¹ d: Φ rt Pl

P- P- Φ Φ do P d: Φ o P Φ φ Φ PP tu P- m P φ er CΛ Φ P- d Φ P- er P- P- φ P- φ φ P- rt cn g P P- tr Hi ω CΛ tr P CΛ rt Φ σy ιQ tr Φ σ rt OPPP Φ P o P- φ

CΛ Φ tg α ω P "O P- 3 n P- Φ Φ PP ≥! • tr Q φ PPPP ^J P ιQ rt P gd Φ α rt d: PS CΛ H _ φ - tr <P P- cn Φ 1 rt H P- cn P rt d P d 3 PP SU d cn 3 O tu Φ P Φ P "P- tr P CΛ OP Λ- σ d tr" Φ l Φ o Φ φ Φ

P d P p *. Φ P- CΛ P CΛ tu er P P- P £ d tu Φ rt tr tu Φ O P- P M P- P- tr P tr P

O Ό ^ Q o P? yQ φ rt P- CΛ d Φ EP d CΛ P- -> PPP Φ vQ tu P rt 3 tr Ό cn g tu P £ Λ P P- P- 0 P Hi p- 1 Φ P- Φ o CΛ Hl P d φ d Φ Φ pς φ 3 3 Φ rt Φ φ 3 O Hi tr Φ PP ¹ P- cn <P- CΛ 0 SU o cn tu φ cn P P-PO

Ό P φ d Hi P- P- P- φ H P d tr d p- P Φ P CΛ tr P Φ n P p 'yQ tu iQ P P g

P CΛ P P tu o rt P Φ P d 3 yQ α Φ α P Φ Φ cn 3 O Cn ιQ 3 φ P P d 3

P- Ό P- EP P <Φ K P> P i EP Φ 3 φ P- ω 3 P d Φ tr Φ Φ cn cn 1 P- Hi d

<φ 3; rt CΛ Φ P 3 1 "» P Φ P <P- CΛ EP PH CΛ cn P- CΛ P rt Ω PP tu N tu (U φ P Φ (U <Tι d tu P P- P tu rt Φ P- ω rt CΛ tu tu N tr

§ d P- rt P- rt £ P 3 P o MPP Pl α Hl d rt CΛ Pl α ^ Φ rt tr PP ¹ • rt 3 t ^«

Φ Hl Φ P- φ P-> Φ P- P cn Φ d O l-h tr rt> ≥; o CΛ rt CΛ to d 3 tu

P- o P Φ rt d P Hl σ o ö p- Φ P d cn • σ. 1 g Φ o Φ tr ¹ • P Φ rt

≥: CΛ er P α P- rt cn PO ≥: tr 3 P ¹ 3 P rt to g O P- CΛ tr rt 1 U3 P P-

Φ O Φ cn Φ P P- ¹ Hi Φ P- P- P 1 P ¹ P ¹ P t P- ιQ Φ σ U tu dg P CΛ P "Φ tr ¹ TJ o er tr P Φ PP dd: Ό 0 Φ 3 TI d: Φ Φ rt P cn Φ P CΛ P g Φ Φ d φ φ P ^ σ P

Φ Φ Φ P _* P- P tr P P- φ P cn σ. p 'P- Φ ι-3 P P- P- d PE s P- PM 25 cn

P P P- α n yQ P (D: α Hl P P- cn • «» Pl O £ P- Φ cn? P Hl rt cn Cn *> φ

CΛ rt Φ £ tr cn d cn d: 3 Φ Φ PP Φ P P- cn Φ tu tu P- d: P- p] cn d OP rt tr ¹ yQ P- o rt Φ P Φ Φ P Pl (U: CΛ P Hl φ P Φ PP rt P cn OPP P- N α

Φ φ Φ P er d P- iQ P φ P P- SU o P P- P cn P- t Hi rt cn tr U3 tu CΛ d Φ ¹ P- cn P Φ PP cn rt P ¹ P- 3 1 φ PP tr O Φ tr OO rt rt • P ¹ rt ιQ P-

P ¹ cn rt P- P- vQ P σ P- P- P ¹ d cn 3 "3 Φ tr P 'CΛ P tr P P- Φ tu d 1 O φ P φ rt Φ o φ P- φ Φ Λ' φ PN LJ. n tu Φ P rt p rt P- CΛ O ü PP oto

P d tr Pi P o P- PO φ rt • Φ tr rt CΛ d φ Φ rt d Φ P Φ ¹ > 3 P P- tu P P- rt d: tr CΛ Φ P _J. tr P- ω £ P ^J P- Ό L_l- PPP rt EP P CΛ φ P φ cn Ό cn so

P ιQ rt d P rt Ό P Pi φ 3 Ό • Φ d: O Φ Φ ^ Q p Φ α Φ P- Φ P- ^ d P tr cn P wc P- 0. P- £ Φ P "P- ω P P- £ Φ dt tu ιQ P Pi P rt rt φ rt tu 3 £ iQ α P »P φ φ ιQ Φ P Φ SU P- CΛ Φ O φ P Hi O d Φ α P: d Φ Φ P- rt d

^ Q φ φ Φ P- iQ P- P d P- tu X P P- φ P tr P- P g Φ CΛ P Φ Φ P Φ P rt P tQ • P

Φ PPP φ σ. Φ PP (U tu vQ P Φ tr ¹ dg P ιQ tu: P- tr Hl P vQ P P- ^ Q

P "α P CΛ PH P- P- CΛ P P Φ CΛ P ω M g d 3 Φ rt P 3 rt CΛ P- 1 rt σ

3 Φ o. N φ P Φ Q o cn o H P- rt P g P P- cn P Φ Φ rt tu P- P ^! er tu PM φ dt → P- Pi P φ to ^ Q>> P l Φ P- rt rt tu P- PP Φ ^ tu tu P ¹ φ M

Φ P "P ¹ PM or PP ¹ tr Φ d _P α CΛ Φ IJ P rt tu d OPP d Φ J-.

P φ cn Φ P> SU P Φ d P- P cn P- P- tu P ¹ CΛ tr d P d cn Hl

Φ O CTi o P- P 3 P EP d ιQ cn tr P P "£ σ rt d rt vQ rt Pi O <P σ ιQ p d: P-

P- cn P ¹ PP lυ ιQ (U φ ε = s Φ Φ α P φ ≥! H- P Φ Φ d P g φ P- Φ o P cn rt P- 3 d φ φ rt l P- 1 CΛ N P- • φ P- CTi O ^ Q rt CΛ P d P ^ Q cn g Hl rt iQ P Φ P Ό P SU P P- Φ CΛ rt d cn tr CΛ P CΛ Φ rt iQ gd 3 d: P- rt 3 rt φ P d Ό P o O P- PP o tu ^ Q Ό Pl 3 Φ N CΛ Φ P tu 3 P P- er rt tu d Φ Φ cn • Ό Φ o ιQ g PP "φ φ σ tr Φ P - φ Φ P d Φ P- P "P ^5. Φ P- rt Φ tu P ¹ P P- rt er Ό P Φ g Φ P tr Ό i rt O φ P- P m PP CΛ rt w P rt PP" rt P- «P

Φ Φ to φ ≥. d Cn φ P φ 3 P tr ¹ dd P - ^> P "tu LJ. Φ α P φ Φ (Ti (UP ¹ Φ? <o Φ

P- Φ P S T3 o P • tr Φ tu: 1 EP P cn P P φ o Φ P- o rt ö rt d Φ (Λ rt tu g

CΛ P- CΛ o Ό tr 3 P CΛ ^ Q

S P £ φ cn £ P P- o tr P- ≥! P- P P- d rt 3 <rt Ό ω Ό ö Φ P "φ tu Φ Φ φ tr O Φ

Φ α P tr CΛ CΛ cn O ^ Q P er P- d P-

Φ P- Ό o P P ω Pf er rt P- 3 tr P

N N α P - P P rt rt £ rt P CΛ Φ cn £ o P Φ

P φ P- ≥! cn SU 1 1 rt n ω N Φ ω Φ PP ¹ φ P- d Φ Φ N ω Φ PO Φ P p- P -> φ P- d S cn EP p- tr σ £ P φ P d ω rt OPP ¹ tu d φ P- PP "cn? rt cn Hi ιQ o Φ Φ ¹ ≥. 1 EP. tr ιQ OH" ιQ PP Hl P- O Φ su Φ

£ Φ P- Φ ö P α P d 1 f-3 1 φ rt Pl tr CΛ Φ α P: cr tr P 1 φ cn 0 Φ P- Φ EP> Φ p- P- d tr ¹ Φ Φ O Φ P - P Φ Φ

P- Pi OPP φ PP p- Φ PP t. P- P P- O Hl P 1 ω d: tr α t rt φ ^ QP tr 1 φ P Φ 1 Φ 1 1 1 1 1

Features, such as assigning a group-specific service number SDN and a search method assigned to the group - also referred to as a hunting algorithm - for determining a free subscriber line TAl ... 6 within the group NWCD.

The combination according to the invention of the communication terminals KE1 ... 6 connected to different switching devices LE1 ... 3 or the combination of the subscriber connections TA1 ... 6 assigned to different physical switching devices LE1 ... 3 takes place in several steps. According to the invention, differently configured subscriber lines TA1 ... 6, i.e. ISDN basic connections, ISDN primary multiplex connections and subscriber connections implementing an xDSL transmission method are assigned to a higher-level group NWCD. The subscriber lines TAl ... 6 to be combined into a group NWCD can already have subscriber line-specific performance features. Examples of subscriber line-specific features are the ISDN supplementary service "Multiple Subscriber Number MSN" or the comparable analog features "Primary DN" and "Secondary DN". In connection with the above-mentioned features, other features such as secret number or ring tone can be used depending on the subscriber number selected. The individual subscriber line features can be configured individually for the various types of information to be transmitted - for example voice, fax, data - e.g. regarding redirection maps and redirection targets.

In a first step, it is determined which of the switching devices LE1 ... 3 is used to manage or control the group NWCD to be formed. In this exemplary embodiment, the group NWCD to be formed is to be controlled by the first switching device LEI. In the following, the first agency controlling the NWCD group averaging device also referred to as a control switching device LEI. Alternatively, the group may also NWCD by another in the communication network KN arranged Vermitt ^¬ averaging means - not shown - be controlled. To implement the group NWCD, an organizational unit OGRP representing the group NWCD is set up and stored in the database DB of the first switching center LEI. In the organizational unit OGRP representing the NWCD group, the assigned group-specific service number SDN and the information representing the selected search method are stored. Further group-specific information can be stored in the organizational unit OGRP, by means of which further group-specific properties to be assigned to the group NWCD are determined or defined.

The subscriber connections to be assigned to the group NWCD, which are not physically arranged in the control switching device LEI - here TAl, TA3, TA6, TA4 - are assigned as virtual subscriber connections by administration of the control switching device LEI. For the virtually assigned subscriber connections TAl, TA3, TA6, TA4, addressing information TR1.2 is provided in the database DB of the control switching device LEI, by means of which in each case a communication relationship from the control switching device LEI to the respective physically not in the control switching device LEI arranged subscriber connections TAl, 3, 4, 6 can be set up. In the following, the subscriber connections that are not physically assigned to the control switching device are described

TAl, 3, 4, 6 also referred to as external subscriber lines. Additional management or addressing information is provided in the database DB of the control switching device LEI for the virtual subscriber connections TAl, TA3, TA6, TA4 - for example the subscriber numbers DN1, DN3, DN6, DN4 assigned to the external subscriber connections TAl, 3, 4, 6 for an A-side access authorization test or for a B-side call delivery.

The virtual subscriber connections TAl, TA3, TA6, TA4 to be assigned to the group NWCD and the physical ones

The subscriber lines TA2, TA5 assigned to the control switching device LEI are linked to the organizational unit OGRP. For this purpose, the corresponding subscriber lines TA2.5 or the corresponding virtual subscriber lines TAl, 3, 4, 6 representing information are stored in the organizational unit OGRP. For example, the subscriber numbers DN1 ... 6 assigned to the respective subscriber connections TAl ... 6 are stored in the organizational unit OGRP, with the assignment of the addressing information TR1,3 and the corresponding ones for the virtual subscriber connections TAl, 3, 4, 6 Subscriber numbers DN1,3,4,6 is assigned.

By linking to the organizational unit OGRP, each subscriber line TA1 ... 6 is both via the respective

Subscriber line individual subscriber numbers DN1 ... 6 as well as via the service number SDN assigned to the NWCD group - if the respective subscriber line TAl ... 6 is selected using the search procedure. If the service number SDN assigned to the NWCD group is dialed, the group-specific features or characteristics currently assigned to the NWCD group or the OGRP organizational unit apply. When one of the subscriber line individual subscriber numbers DN1 ... 6 assigned to the subscriber lines TA1 ... 6 is selected, the individual subscriber line features assigned to the respective subscriber line TAl ... 6 apply. When a communication relationship is initiated by the communication terminal equipment KE1 ... 6, the subscriber features assigned to the respective signaled call number apply; alternatively, the respective performance characteristics of those partial subscriber number apply that has been administratively preset.

In the following, the connection of the subscriber connections TA1 ... 6, which are combined to form the NWCD group, is explained in more detail within the organizational unit OGRP. In the organizational unit OGRP for each member of the group NWCD, i.e. a data record DS1 ... 6 is provided for each assigned subscriber line TA1 ... 6. In the first data record DS1, the external first subscriber line TAl is represented

Information saved. In addition to the subscriber number DN1 assigned to the first subscriber line TAl, there is information characterizing the first subscriber line TAl as a virtual subscriber line - here "virt" - and information representing the type of the first subscriber line TAl - here ISDN basic line = "ba" - and corresponding addressing information information "trkl" representing the first inter-office line TR1 is stored here. Furthermore, information "bi" representing the current switching and operational status is stored in the first data record DS1.

The subscriber number DN2 assigned to the second subscriber line TA2 is stored in the second data record DS2. Furthermore, one is the second in the second data record DS2

Subscriber connection TA2 is stored as real information, ie information "real" that characterizes the subscriber connection that is physically assigned to the control switching device, and information "ba" representing an ISDN basic access connection. The remaining entries in data records DS3-DS6 shown in FIG. 1 are self-explanatory. The third subscriber line TA3 is thus identified as a virtual, analog subscriber line, which is connected to the control switching device LEI via the first intermediate line TR1. The fourth subscriber line TA4 is identified as a virtual, mobile radio-compliant subscriber line, which is connected to the line via the second inter-office line TR2. o co KJ r

Cn o Cπ o Cn o cn

assigned external subscriber connections TAl, 3, 4, 6 are always switched via the control switching device LEI.

2 shows the call channeling for communication relationships originating from external subscriber connections TAl, 3,, 6. FIG. 2 shows an example of the establishment of a communication relationship initiated by the third communication terminal KE3. Special access codes PREFIX or "ACCESS codes" - also referred to as "prefix" - are set up in switching devices - here LE2 and LE3 - with external subscriber connections TAl, 3, 4, 6 arranged therein and assigned to the group NWCD. This "ACCESS code" is preceded by a communication relationship initiated by an external subscriber line TAl, 3, 4, 6 of the NWCD group - here TA3 - of the destination number - here B-DN - of the desired B subscriber - here PREFIX + B-DN. By placing the "ACCESS code" in front, the communication relationship to be established is conveyed or routed to the control switching device LEI - illustrated by a first arrow. An "ACCESS code" is comparable to the "carrier access codes" with which e.g. alternative network operators can be selected in current deregulated communication networks. This process is also referred to as the "call-by-call process". The "call-by-call process" is supported by all switching devices used in current, deregulated communication networks. In order to avoid manual entry of the "ACCESS code", another function "preselection" known in current deregulated communication networks can be used. At the

With each outgoing call, "Preselection" method is automatically inserted by the respective switching device LE2.3 the preset "ACCESS code" in front of the selected B-number of the desired subscriber. The user of the "preselection" process must be identified accordingly. The communication relationships conveyed to the control switching facility LEI via the intermediate office lines be gen by a "screening" designated identifi ^¬ zierungsverfahren using the transmitted A call number - identified - here DN3. The A call number is transmitted, for example, as part of the " _C alling Line Identification", CLI switching service. With the help of the transmitted A call number DN3, the corresponding data record - here DS3 - in the organizational unit OGRP is determined in the database DB of the control switching device LEI and the respective subscriber line TA3 is identified as a virtual subscriber line - illustrated by a second arrow. The communication relationship is then forwarded to the destination number B-DN or to the communication network KN - illustrated by a third arrow.

3 shows a first implementation variant of the call channeling of communication relationships to be switched in the direction of external subscriber connections TAl, 3, 4, 6 by means of modification of the subscriber numbers and by means of administrative adaptation of the routing within the communication network KN. The subscriber numbers DN1, DN3, DN6, DN4 of the external subscriber connections TAl, TA3, TA6, TA4 arranged in the second and third switching centers LE2, LE3 and the subscriber numbers DN1, DN3, DN6, DN4 of the communication terminals KE1,3,4 connected to them , 6 are administratively modified in such a way that they can no longer be selected directly, ie from the communication network KN, but can still be used for routing or for switching between the switching devices LE2, LE3 and the control switching device LEI. The modified subscriber numbers - also referred to as virtual subscriber numbers, here DNln, DN3n, DN4n, DN6n - are derived, for example, from the original subscriber numbers DNl, 3, 4, 6 using a simple algorithm and in the databases DB of the switching devices LE1 ... 3 saved. The modification of the subscriber numbers DN1, DN3, DN6, DN4 can be achieved, for example, by adding a digit from the hexadecimal number to the respective subscriber number. paint number range is prefixed. For example, a subscriber number DNX = 72 26 14 90 is converted into the correspondingly modified subscriber number DNXn = E72 26 14 90. The original subscriber numbers DN1, DN3, DN6, DN4 of the external subscriber lines TAl, TA3, TA6, TA4 are assigned to the corresponding virtual subscriber line in the control switching device LEI or stored in the corresponding data set DS1, DS3, DS6, DS4 of the organizational unit OGRP and the corresponding virtual subscriber number DN1, DN3n, DN4n, DN5n assigned. Furthermore, the routing tables arranged in the communication network KN - not shown - are adapted so that a choice of the subscriber numbers originally assigned to an external subscriber line TAl, 3, 4, 6 - here DN3 - leads to a connection to the control switching device LEI - illustrated by a first arrow. After checking the current switching status of the virtual subscriber connection assigned to the selected subscriber line TA3 by evaluating the corresponding switching technology information bi in the corresponding data set - here DS3 - when a free subscriber line TA3 is found using the addressing information or virtual subscriber number TR1 stored in the data set DS3, DN3n forwards the desired communication relationship from the control switching device LEI via the first inter-office line TAl to the third subscriber line TA3 - illustrated by a second arrow.

4 shows a second implementation variant of the call channeling of communication relationships to be mediated in the direction of external subscriber connections TAl, 3, 4, 6 by means of modification of the subscriber number DNl, 3, 4, 6 and utilization of the mediation technical feature "number portability" or "number" portability ". As already described in the first implementation variant, the subscriber numbers DN1, DN3, DN6, DN4 become those in the second and third Switching device LE2, LE3 arranged external subscriber lines Valley, TA3, TA6, TA4 modified by administration so that they are no longer directly, ie from the communica ^¬ tion network KN, can be selected but not for routing _b zw. For switching between the switching devices LE2, LE3 and the control switching device LEI can be used. The subscriber numbers DN1, DN3, DN4, DN6 originally assigned to the external subscriber connections TAl, TA3, TA4, TA6 are identified as "ported", with a corresponding information representing the porting - here "LP" - in the database DB of the second and third Switching device LE2, LE3 is stored. A further porting subscriber number DNlp, DN3p, DN4p, DN6p is assigned to the subscriber connections TAl, TA3, TA4, TA6 which are marked as ported and which are located both in the higher-level communication network KN and in the corresponding data records DS1, 3, 4, 6 of the organizational unit OGRP can be saved. When establishing a communication relationship from the communication network KN using the original subscriber number - here DN3 - the communication relationship is first communicated to the corresponding second switching device LE2 having the selected subscriber connection - here TA3 - is illustrated by a first arrow. Characterized in that the selected subscriber line TA3 is marked as ported, the communication relationship is switched back from the second switching device LE2 into the communication network KN, additional information - here, for example, "CV # 25: LP" - to functions of a "arranged in the communication network KN" Intelligent network "implementing components - such as SCP, Service Control Point - are transmitted. As part of the functions provided by the intelligent network, the additional porting subscriber number - here DN3p - assigned to the original subscriber number DN3 is determined by a third arrow, by means of which the communication relationship is forwarded to the control switching device LEI. In the control switching facility LEI is the selected porting subscriber number DN3p in the _O rganisationseinheit OGRP as a member of the group NWCD fied identical ^¬ and after a review of the current vermitt ^¬ lung technical and operational state of the corresponding subscriber terminal TA3 the communication ^¬ relationship with the aid of data stored in the corresponding record DS3 Addressing information or virtual subscriber number trkl, DN3n forwarded to the third subscriber line TA3 via the first intermediate line TR1 - illustrated by a fourth arrow.

5 shows a third implementation variant of the call channeling from in the direction of external subscriber connections

TAl, 3, 4, 6 communication relationships to be mediated by means of "automatic call diversion" from external subscriber connections TAl, TA3, TA4, TA6 to the control switching device LEI. The "automatic call diversion" - also known as "Exchange Controlled Call Forwarding", ECCF - represents a switching technology feature provided by switching centers. As already described in the first two implementation variants, the subscriber numbers DN1, DN3, DN6, DN4 become the second and third switching device LE2, LE3 arranged external subscriber connections TAl, TA3, TA6, TA4 modified by administration in such a way that they can no longer be selected directly, ie from the communication network KN, but still for routing or for switching between the switching devices LE2, LE3 and the control switching device LEI can be used. Furthermore, an unconditional call diversion to the control switching device LEI is set up for the subscriber numbers DN1, DN3, DN6, DN4 originally assigned to the subscriber connections TAl, TA3, TA4, TA6 and corresponding information - here ECCF - in the databases DB of the second and third ver - Averaging device LE2.3 saved. This is done, for example, by assigning corresponding routing information - here DNlf, DN3f, DN4f, DN6f - to the respective one co co r ro PP

Cn Cn o Cn o Cn

iQ l_l- ιQ P O 2! ω <tr cn o rt rt cn er Φ P H PO CL <l υq P- <tu P £ tr £ O P "N M l

Φ φ Φ Φ P tu φ o tu rt P- Φ d P- Φ P d P SU d Φ V Φ P Φ P φ H- d Φ P P- £ P Φ

CΛ £? V rt ^ Q o rt P cn SU φ P 'P Φ N rt P Pi tr P P cn P CΛ tr P P- uq Ω Φ Hl P-

Ό Φ Φ Φ tu tr N P- et ιQ P P- CΛ υq O 3 Ω 3 ö Ό 3 Ω 3 CL ιQ cn tu tr P- O *

Φ P- P P P et su φ rt P- d Φ Ό CΛ P Φ tr P- 2 Φ Φ P- tr φ Φ P rt P P

P- P ¹ P P- Φ P- P d P 1 pl P tr P φ 3 P rt co P- P rt P i α (U P- P- Φ 3 φ o P- N t-3 cn Φ P P - Φ P PO ^ Q d Φ P- tu Φ rt H Ω rt d P P- P tu cn PP tu tr ^ Ω. Φ Φ tu P Φ P ιQ TI CL P Cn P Ω P rt CL P- 3 tr σ Φ EP d φ d door 3

Φ Φ P- P- rt <! P cn PH d P- ιQ tr P P- φ P d Φ tu Hi cn CL cn rt CL d P- Φ

PPO P- P- <Φ tu <cn P SU P Φ P- OP Φ P 1 P rt rt HP φ φ P- φ POP rt tr P o Φ P 3 d tu Ω P Hl 3 P Ω PP υq rt Φ> d P CL OPLP do

• α P Φ P P 3 o Hi P ro tr o p- CL tr Φ d cn £ Φ P 1 CO 3 P ^ Φ P φ P

SU Φ P 'ω .v P- CL P- * »P rt Φ et P N φ p- er 3 O CL 3 cn φ CL P CΛ

M rt rt 3 φ P rt φ <tu Φ Φ 3 d ^y Q £ P- P dt CL (U Φ g P Φ PP Ω

P Φ Φ P-: rt P Φ P TI P- P SU X σ P 1 Φ φ P CL P cn d d P 3 P- «P- rt P- α tr

P d PPTP ¹ PP rt HP rt p- tu ιQ P ¹ P- P er p- P Pi d rt OP Λ rt ≥! P ¹ φ CΛ P tu tr Hi d φ 3 Φ o Φ CL P- P "rt tr φ rt P- CL Φ CΛ Ω £ σ P rt g tr Ό rt I- ¹

P- SU: CL P Φ d PP P- PPPO Pi φ tr ¹ p- P Φ Ω P- α tr Φ ≥! P- Φ g Φ P Φ Pi cn

P rt cn P- P υq _^ rt o P- P φ PD - Φ Ϊ P tr Φ P- ö P- co - P d P- Φ P * _* Λ φ N φ Ω et q cn et N CL rt CΛ PP rt et P o Φ cn tu P rt Ω φ

P Φ P tr φ P- dd P rt rt α tu Φ ^f Tj dt υq P- φ N rt H3 P- tr <ö P

P et P "O CL p- P d P P P- Φ P Φ rt P- α P H) P o rt CL P P d P- Φ - O φ Φ ≥;

M cn d: Q Φ P P α rt P Ϊ P N P ^ φ yQ g Φ φ Φ CL Φ O P- tu G. P P o Pl

P- σ Ό CΛ tO PP SU ιQ o rt P co «P- g PP φ PP P- ¹ rt PO cn α 3 Pl>

P CΛ P TJ p- π cn φ Ti Φ> -3 P- Ό CL Hi OP ¹ t → ds cn cn P P- πd Φ p- ""

CΛ P "Φ φ pl o et rt tu P Φ ü 3 ≥, Φ gt _ P φ Φ N rt σ φ o P rt" _^ o Ω £ Φ tr d Φ ^y - 'cn p- ^• z co P 1 g P ¹ P- PPP £ Φ P ιQ rt σ CO tr cn tr Pl Φ P- et Φ Ω P- Ό co σ d φ fd CΛ CΛ Φ SU N cn Φ σ P- 2

£ Φ> PP "d P ¹ tr CΛ j-> Hi PP tu φ O £ PP d tu Hl rt rt P- P P- φ P cn (U d j_ J-.

P- α P p> α PPP ¹ P P- Φ φ rt PP P- P- CL rt d φ Φ rt φ P φ Ό rt P Hi

P φ CL Φ Φ ιQ φ P- Φ d P- tr d: φ 3 QP ^* Φ ιQ P- 3 PP Φ CL tr tu rt Φ Φ _3 _^ cn ιQ P Φ cn P p ^J Φ P cn PPP "3 er P P- tu α tu d Φ OP ^< P- d PN P- P CΛ

N P Ω d α φ Φ CΛ rt P rt rt P "P φ <TJ P cn Φ

Φ o <Φ Ω CΛ φ

Pl α

Ό CL Φ * J tr P <P P tu rt P- α P- P "Φ cn P Φ Hi Φ yQ Ω

P er o Φ ιQ τι Φ J rt Φ cn d O P- P er P s tr tu: P- ≥; P

P- P P φ P- Φ P tr ig Φ rt P cn P et ιQ Hi P φ SU Φ g P M P P CL N tu P P Ω? Φ d 3 P- 3 Φ su P "P N P Hi Φ tu O P P 3 CL cn cn P- rt rt Ω cn tr rt N P P- P" P- P P d Φ rt Φ P- P-

PPP CL CΛ Φ dc φ Φ Ω Φ ö P- tr er et P- uq rt rt tr EP P- PO P- Ω tu P- 3 Φ o P- P rt P cn d tr ≥! d O Φ • er Φ rt <rt ιQ tu P £ tr P tr o cn (UP tr rt P- tu rt Φ co PPNN tr 1 Φ P "φ PH φ Φ σ et et tr tu rt P- P ^J yQ" P po P "d P cn P- P- £ £ dd P d £ α P CΛ d α _^ rt P- P cn: φ tu CL d tu P- P CΛ iQ Φ φ Φ P- • P tr P CL P : CO ς α PP Φ

CL P- o P- P cn cn rt tu Hi P Ω rt φ CL P- tr rt ιQ P- iQ φ ιQ tr CL o Φ _* ^y QP £

Φ OP CΛ d cn rt P- P t »Q tr l Φ CΛ P- PP ^ d £ φ CΛ d cn P ¹ Φ <g P o

PP φ rt Ό φ Φ O tu φ rt> Ό φ tr OP ffi φ tu P Φ rt Φ rt P φ. ü F σ er cn PP Ό P 1 P cn • co CSl Φ φ P yQ P- P- P P- P "P- Φ P d CΛ Pl tu Φ t. φ tu Φ ι-3 P" cn TI tu rt £ P- P *. P- rt P- rt NP P- PP ιQ 3 P CΛ OP ¹ rt P-

P- P- er rt rt P d P "Φ £ P- Ω O rt P d: Pi Φ CL • P Ω P Φ P- P- O _^ » - • Φ

PP \ P- 2 P ¹ Φ P P- P "Φ CΛ tr g O σ Φ P P- to P- tr P- £ rt? P- ro P CL

P tr P- O s £ rt? CΛ p- P- O Φ g O Φ <φ • Ω et Ω Φ (U: rt tu P- σ er P-

P- Φ P n cn Φ N rt P- rt rt tr P d OP α Φ tr • tr P- tr Φ rt ⁽ Λ d tu φ n P- P- σ P Φ P- φ Φ Φ Φ rt P Pö 1 3 Φ P t 3 et rt p- p- er a_ P CΛ tr rt P tu p- CL P o PPPP Φ P- nd <P- P 3 O σ d O d P rt rt o Φ ^• »Φ po rt p ^< NP Φ P d <su P Φ rt P- P ≥5 P d P φ Φ P P- P od O CL cn d P Φ Φ P Φ 3 tu CL P rt P- rt rt co n P ^ Q tr P £ CΛ cn σ N d

PQ φ ιQ • P- P ιQ d P rt> rt Φ 3 Φ 3 rt P • • Ω 3 φ er Ό ω d σ rt yQ PO P Hi Φ Φ P * _* cn 3 CΛ CL P- P P- Φ O tr ¹ tr tr ¹ φ _ P Φ P- cn CΛ to P- πd P o P ιQ ιQ P- P "PO rt rt P" MMWP Φ α N φ (U: P

Φ P Φ CL φ rt Φ φ P rt Φ rt n P ¹ CL ro 1 P- Φ P- P ^« CL rt CL ιQ

Φ P- CL 1 P- 1 1 P- CΛ cn 1 P 1 o P- P P Φ cn φ N Φ 1

P 1 φ 1 1 1 Tl φ 1 1 1 P 1 P

co co to ro PP ¹

Cn σ Cn o Cn o Cn

Φ α M π

P P P CΛ

CΛ et et P

SU Φ Φ et PP ¹

N cn £

£ rt P- p- φ d: ιQ φ

P- rt Φ cn N P cn φ d rt p-

P Φ φ

Pl ^y QP σ St.

TI CL 2 d: ro φ Φ P

- - - P rt

N ω d Pl Φ φ

P P P P

CL P- J iQ CL P- ι-3 iQ Φ Ω σ Φ Hl Φ π P P-

P ω ro ö P- £

• Φ φ p- rt P et

O rt O

Ω tr rt cn p-

P- P- P

OP ^y Q

P CL π πd O

O P- p-

P- P P

P cn rt rt he CΛ

CΛ Φ cn 1 ι-3 o σ P CΛ πd α CΛ

P ¹ Φ π

P CΛ

_^^ Φ

O 1 α L φ P- P-

P φ P

The following configuration is set up for the communication relationships going out from the external subscriber connections TAl, TA3, TA4, T _A 6 of the NWCD group:

In the switching devices - here LE2 and LE3 - with external subscriber connections, TAl, TA3, TA4, TA6 arranged therein, assigned to the group NWCD, trigger detection points TDP1 are set up on the respective subscriber connections TAl, TA3, TA4, TA6 or subscriber lines. The control parameters associated with these trigger detection points TDPl are set so that a program sequence is activated via the trigger detection point TDPl each time a connection is initiated by these external participants - for example by picking up the handset (off-hook trigger) who opens a TCAP transaction with the control switching facility LEI. By sending a TC_Begin message with an IN message Initial_DP inserted therein, the call number of the respective external subscriber TAl, TA3, TA4, TA6 of the group NwHG is transferred to the control switching device LEI in order to indicate that the respective subscriber TAl, TA3, TA4, TA6 is busy.

The control switching device LEI responds to this with a response TC_Continue, in which the follow-up actions which are possible as a result - also referred to as Event Detection Points EDPs - as part of the reissue - also go as "on-hook" by means of an inserted IN message "Request Report BCSM""designated - configured or armored. This means that the subscriber switching centers LE2, LE3 are requested to transmit a TCAP message to the control switching device LEI again when the respective external subscriber TAl, TA3, TA4, TA6 is replaced. Once through ^'the external subscriber Valley, TA3, TA4, TA6, the connection is completed - for example by replacing the receiver - is the appropriately configured and armed event detection points EDP in the respective subscriber switching device LE2, LE3 a flow enabled, the by means of a TC_End message with an IN message "Event Report BCSM" inserted therein, the control switching device LEI transmits the event and thus ends the transaction.

Alternatively, the same process can be achieved if the same actions are linked to the trigger detection point TDP2. This alternative can be used if there are switching devices from other manufacturers in a communication network in which the trigger detection point TDP1 is not implemented.

Alternatively, notification of reissue can also be achieved by a separate "on-hook trigger". In this case, the configuration for the re-hanging action of the handset by means of the message "Request Report BCSM" and thus also the associated message flow. The transaction would not remain open or active until the handset is replaced.

In addition, the following configuration is set up for the communication relationships to be relayed to the external subscriber connections TAl, TA3, TA6, TA4:

Bypassing huntings across the entire NWCD group, the external subscriber connections TAl, TA3, TA4, TA6 can also be called directly. In this case, the control switching device LEI must be informed of the current document status of the external subscriber lines TAl, TA3, TA4, TA6 if the corresponding subscriber line TAl, TA3, TA4, TA6 or the corresponding one _A not nschlußleitung more for the line selection on the _S ervice phone number SDN Group NWCD is available.

In the switching devices LE2, LE3, in which the respective external subscriber lines, TAl, TA3, TA4, TA6 are arranged, trigger detection points TDP12 are set up on the respective subscriber lines or subscriber lines TAl, TA3, TA4, TA6. The control parameters associated with these trigger detection point TDP12 are set so that each time a communication relationship is switched to these external subscriber connections TAl, 3, 4, 6 - also referred to as a "terminating line trigger" - via the trigger detection point TDP12 Program sequence is activated in the respective switching device LE2,3, which opens a TCAP transaction with the control switching device LEI, a "TC_Begin Message" with an IN message "Initial_DP" inserted therein being transmitted to the control switching device LEI. The call number of the called external subscriber line TAl, 3, 4, 6 is transmitted to the control switching device LEI in order to indicate that the respective subscriber line TAl, 3, 4, 6 is currently busy. The control switching device LEI responds to this with a corresponding response "TC_Continue", in which the follow-up actions or event detection points EDPs that are possible as a result of the reissue or "on-hook" go by means of an IN message "Request Report BSCM" inserted therein "to be reinforced. This means that the corresponding switching devices LE2, 3 are requested to transmit a corresponding TCAP message to the control switching device LEI when the external subscriber line TAl, 3, 4, 6 is replaced.

As soon as an on-hook connection is detected at the external subscriber line TAl, 3, 4, 6, EDPs are again in the corresponding one via the appropriately configured event detection points Subscriber switching device LE2, 3, a program flow is activated, by means of which the event is transmitted to the control switching device LEI by means of a TC_End message with an IN message "Event Report BCSM" inserted therein, and the transaction is thus ended.

Further group-specific performance features or properties can be assigned to the subscriber connections TAl ... 6 assigned to the group NWCD or the communication terminal devices KE1 ... 6 connected to them, additional information representing the further performance features and properties being stored in the organizational unit OGRP. Examples of other group-specific features are:

Definition of an alternative starting point of the search process - for example, definition of an additional subscriber number assigned to a subscriber line TA1 ... 6, the search process of which begins with this subscriber line regardless of the preset hunting algorithm -,

Definition of a "stop hunt position" - definition of a subscriber line TAl ... 6, in which the search process is terminated in any case, even if no free subscriber line TA1 ... 6 or a free communication terminal KE1 ... 6 was determined -,

Definition of a "skip hunt position" - definition of a subscriber line TA1 ... 6 which is to be temporarily or permanently excluded from the search procedure, even if it is currently free.

Examples of further group-specific properties that can be assigned to the NWCD group are:

- Determination of a phone number DN1 ... 6, SDN - eg an individual, ISDN-compliant MSN or the group-specific Service number SDN - under which a communication relationship originating from the NWCD group can be identified, - Determination of a number DN1 ... 6, SDN to which the charge is made for communication relationships originating from the NWCD group.

The assignment of the individual subscriber connections TAl ... 6 to the NWCD group can be changed at any time. A subscriber connection TAl ... 6 can be removed from the NWCD group at any time via administration. For this purpose, the corresponding information representing the subscriber line TAl ... 6 to be removed is deleted in the organizational unit OGRP. After a subscriber connection TA1 ... 6 has been removed from the NWCD group, only the subscriber features that have already been configured, analog or ISDN-compliant, are provided by the subscriber connection.

According to an advantageous development of the method according to the invention, at least one queue can be assigned to the group NWCD. Queues are usually functions implemented in private branch exchanges, which are used, for example, in call centers. To assign the “queue” feature to the set-up group NWCD, the organizational unit OGRP stored in the control switching device LEI is assigned a further memory area, by means of which several transient waiting positions are realized. A number of incoming communication relationships can be terminated for the transient waiting positions and forwarded to an announcement unit. The queue functionality is configured in such a way that communication relationships or connections directed to a subscriber number DN1 ... 6 are switched in the manner described - via the control switching device LEI - directly to the corresponding communication terminal device KE1 ... 6, provided that the corresponding communication terminal KE1 ... 6 is free. At the group CO co ro ro PP

Cn o cn o Cn o cn

N er ö ö 1 1 1 1 1 ω P TI rt he £ P *. £ P- ^y Q a (U 2 φ er t? CΛ ^ Q ιQ Ό d Φ P- tu Ό φ d: SU: Φ Φ O p- P Φ td p- Φ O Φ d P Φ φ uq P Φ cn 3 Pi Pi rt Hi P- Pi φ P- PP rt P- P- g P £ P CΛ rt P rt g P- Ω d PP φ P P- & tu tu Φ tu P tu P- φ cn CΛ rt g CL CL o rt ti uq PP tr Ό P- P- cn £ CΛ t rt PP ¹ P "P- P * PP υq Ό Φ d P- P φ SU CL φ Φ d 1 Ό Ω P et φ et φ rt d P - "P" SU p ^« CL p- φ CΛ o% Φ P- PP 3 φ CL CΛ X tu P Hl P Hl <φ tr α

Φ P P- Φ Hl £ £ d £ P- £ £ 3 P cn φ <P- P- φ Ω rt rt φ Hi P- P Φ P rt P-

CL Φ cn P "Φ φ φ φ Φ φ φ to Φ Ό d rt P ¹ Φ? Rt a P tr d Φ p- Φ W φ P P- Φ <φ P- rt rt P P- P- P P- P- φ P- o Pl Φ CΛ P tu rt (U φ P- Φ P tr P tu P- Hi P rt P- rt P CΛ d CΛ CΛ CΛ a cn yQ CΛ cn Φ d £ 3 rt Φ PP tu P - X et CL rt φ tu CL Φ α et P £ tu φ Φ P- Φ tu Φ P Φ P- P Φ Φ P- P- P * rt P P- tu • φ P- P tr P- P d

£ d Φ uq P- d P P d: rt ^ P p- et o CΛ Φ ι-3 yQ P O P <. Φ φ P P cn P cn φ S Φ rt Φ EP Pl P- rt cn et P CΛ Φ Φ Pi tu o P 2 Φ P- Ά P "

P CL 3 P- φ CL P- Φ P- d O o CL φ Φ cn Φ Ω P- P P O o cn d P CL O

P- φ • PP φ P cn PPP ¹ P P- (UP ¹ tr p- tr p "φ φ tr g φ rt cn dg Φ

Φ CL PP Φ φ tr P φ Ω Φ yQ «Q cn Φ d 3 rt Φ PP ¹ P p- P- er tu 3 PN Φ 3

P tu rt x P Φ tr φ (U cn p- • tsi Φ SU φ PNP ¹ d CL CL X d CΛ

• P Φ 3 φ tu a xJ PP P-> Q rt P- CΛ P & ^* ιQ φ £ P Φ SU φ P ¹ P Φ tu P (U a PP tu p tu% cn P φ M φ ^y Q φ P • P- P- rt P- Φ p- P td Φ P "tu P CΛ P cn P cn Φ tu £ t P- tr> φ Φ P 3 Φ x P Φ P <

Φ Hl CΛ P φ U rt tu ^ Q tu ιQ α tu: P- P d d P Φ P- φ P- tu P P CΛ tu P-

P- tr CΛ 3 rt d ^ q Φ yQ Φ ^y Q pς Φ Φ tr -> Φ P CΛ φ tu p- rt P- P rt P- ϊ Hi d rt Ω cn P- tu g Φ rt φ CΛ φ φ o PPP ¹ Hi ^y Q £ P- P tr rt P P- Ω (UP Ω p- Φ

SU PP SU CΛ Φ P Ω * _* Φ% 3 rt Φ UP CΛ et Φ φ Pl O tr P Φ tr O 1

P- rt P Ω tr P- Ό ta O tu tr Q Ω Φ Φ P et U P- 1 P PO φ S ^• »rt tr to d ¹ £ P tu o P tu £ CL gd P ¹ φ tr rt P" . p- CΛ d P ¹ Φ <cn d

P ¹ tu Φ H- Φ P tu P- ^ QPP ιQ P Φ Φ 3 CΛ <l P o - er PP Φ er Hi φ P α cn tu ιQ CL P φ Φ φ φ rt P cn d φ φ do £ g P Φ ιQ σ P Φ P φ Φ Ω PP ^ QP £ P Φ CL P CL P P- EP g P- 3 Φ NN Pl Hl N d cn PP tr uq d: s Φ Φ P- rt φ cn φ TI P - Φ Hl tr g P d P ^* P- P ^! £ φ SU P-

P- Φ P φ EP d tu P- φ Φ υ Ω P P (U et £ d α P g φ W • P- tr Φ

P o P tu d CΛ CΛ P tr <P rt tr • TI tu tr Φ φ P - • P- Φ tr P P- P tr Φ

Q. CL P tr P P- Φ υq et P- P "o rt a PP P- P- x P d • P Φ d P φ> uq φ ιQ x P- φ φ SU £ tu 1 P- tu Φ rt ? £ tu tu P cn Φ φ PP

3 P d φ P CΛ Φ P £ d Φ P πd o PP ^ Φ (U P- rt P ιQ p- tr LQ CΛ πd Hi 3 tu (U P- CL d rt Pi P υq PP rt CΛ o P rt P P- CΛ φ P 3 su Φ ö

P- a rt d P P £ P- P Φ £ CL φ P- cn Φ g <P- α O Ω P- P φ Φ x P 2

N φ P P- CΛ cn CΛ P- φ CL P Φ φ P er CΛ Φ 3 Φ o P tr P 3 P rt

NP SU: CΛ υq tu Ό P φ P- P φ N Φ Ω P- d PP α CΛ P ¹ P- Hl (U P- £ CL tu rt nq rt φ υq P- α < _^ TI CΛ • P- P - N tr PP 3 CΛ P- Φ d CL rt PP <P- Φ

Φ φ P Φ φ oo Φ P Ό P- P- φ P- P- tr φ PP P- rt Φ CΛ • PP tu P- o P ¹ P cn P σ ιQ Φ φ SU X rt Φ CL φ Φ P- Ω CL φ <rt P g α d tu P- • • P- Φ cn tr P (U rt N P- Φ l P ¹ Φ tr: cn

P- Φ φ CΛ P- P d rt Φ P d ιQ rt Φ P- P P- a rt P "SU α P

3 P t φ P uq cn P- cn Φ OP Φ P- P "Φ PP ¹ tu d P tu d

CΛ 3 φ Φ P φ φ CΛ O φ P- α υq O rt tr CL P P £ EP P cn Ό

Φ P- Pi CΛ X P P- P tr Φ tu P • d P- P- cn rt Φ Ό

P rt O od et _^ Ω X rt PX d CΛ P φ Ω Φ P ι-3 P- Φ

<rt P P P tr C 0: tu CΛ tr öd ιQ tr er Λ CL> 3

P- Φ P- CL CL er et Φ P £ Ό P yQ Φ φ et N Ω Φ P ¹ 2

Ω P "CΛ φ Φ P ¹ PP Φ PP φ N P- tu d £ tr P po a

Φ rt Ω P £ P- φ P P- £ P- P P • cn SU o

3 dr

. " φ φ o Ω P CL O SU: Φ 3 ιQ t tr σ

O P- P tr & Φ P tr tr φ α φ P £ er 3 α <Pl rt Φ P er P P- P "d tr Φ P ^ p- υq P- N Φ to Φ Φ d: Φ α d Φ ^• «1 rt PPPWP φ P £ P tu PPPP Φ a Hl P- vQ Φ P •

P ^y Q <P tu Φ 1 X d φ P Hl α φ Φ PPO: PP Φ P cn Φ

1 1 P 1 P CL P Φ P- cn 1 1 P- Φ

transactions through agencies, purchasing agents or travel agencies. By using the queue, customers are not rejected when they are busy and can be provided with advance information in the queue. This minimizes the risk of losing a customer.

A further application variant of the method according to the invention is described below, in which subscriber connections TA1... 6 assigned to a group NWCD or by the subscribers connected to them

Communication terminal equipment KE1 ... 6 a network-wide call center or a network-wide call distribution system is realized. FIG. 7 shows the basic structure of such a network-wide call center as shown in FIG. 6 - also referred to as "Networkwide Call Distribution" or NWCD. The NWCD shown in FIG. 7 allows the cross-switching integration of existing individual connections TA1 ... 6 or "basic agents" KE1 ... 6 to a network-wide call center NWCD, at the same time avoiding the disadvantages of tromboning already described by In each case, the current free document status of the individual connections TAl ... 6 are transmitted to the control switching device LEI controlling the call center NWCD using TCAP messages. According to the exemplary embodiment shown in FIG. 7, the external ones

Subscriber connections TAl, 3, 4, 6 connected communication devices KE1,3,4,6 designed as external operator stations or "basic agents", which are assigned to the network-wide call center NWCD. The communication devices KE2.5 connected to the control switching device LEI controlling the network-wide call center NWCD are designed as MSB / MAC operator stations.

In addition to the directly connected KE2.5 operator stations - these can also be sent to the control via a remote switching device (e.g. via a remote DLU or RDLU). CO CO to to P P> cn o Cn o cn ¹ o cn er <tr O £ £> π t α P- t CL <tsi d ^ ö M to CΛ N £ er £ CL Φ Q <CL <

Φ Φ \ CL P- SU yQ Φ φ tu PX Φ tu υ 0 £ P TI Φ P φ rt d P- Φ Φ Φ X Φ Φ P- φ Λ P P- φ rt EP φ PPP rt rt P EP φ P φ CL P ¹ cn Hl P ¹ Φ P rt P- PP rt CΛ P Φ P

Ω 3 P tQ PP rt PP Φ d 3 P tu P- £ O Φ d Q CΛ CL Φ Ω 3 3 tr P- 3 P- (U et Φ rt P Φ P- CL rt d rt CL to φ P ιQ φ to P "Ό Φ P". P tr P- Φ P-

P rt P- CΛ P- tr Φ PP tr P rt P- Φ ω Φ Φ _^ p- 3 NP 1 P- P- P o P P- rt X rt

P- rt rt Ό Φ 3 P cn P- SU Φ P ¹ rt Φ P CΛ PP co rt (U d P- cn Φ φ P Φ Φ rt rt rt

Φ P "rt φ CL Φ tu CΛ rt P Φ φ Φ rt cn P Φ α - tu rt P tr -> Φ p- er d Φ N φ P d 2 _^ P d CL ^ rt H <CL P P- rt Pl P- φ CΛ P "P et d P d

Φ P * P- P cn a HP tu t _ N SU P- φ Φ O SU: O rt P £ P ¹ O t PPP

P uq cn Φ N £ n £ P- Φ t ιQ CΛ lH d CΛ Φ cn PPPP P- Φ φ P ^J φ CL αq Φ ιQ

• cn CL d (U σ Φ φ P- φ Λ PXP φ CL 3 ιQ CL p- P "CL d CΛ P CΛ φ H φ P tr P" P ^J P "φ O cn * Q cn rt π P- P Φ tu Φ Φ cn er 1 p- P φ Φ

P- π Φ P 1— 'Hi Ω p *. P Φ P- tu P Φ tu cn rt P cn φ Φ <Φ Ω P- t P-

P>> P tr o Φ uq P P "tu Pi o * • rt er 1 p- P φ P tr P φ P

P πd O zx tr Φ Φ PP 'd PP ¹ dd: d P ¹ Φ O PO PO: P Ό P CL P

P- 1 tr s; rt Φ P- rt 3 P P- cn P Ό Pi α N t P d Φ p- rt 3 P ¹ CL H- P- P-

Ω £ Φ od P CL P Φ ιQ Ω ö: o Φ Φ d Φ Hi rt φ P- P- tu: tu Ω Φ Ω tr φ Pö tu d: cn Φ o P CΛ tr P- Φ CL l P φ P P- cn PNN ιQ rt rt CΛ tr P tr et 3 P "Ω P- PN et cn P- P- cn Pl P Ω * d £ PO rt rt N et Ό et d P- 1 P- XPP" tdd et P Φ X rt rt Φ tr N cn Φ d Φ P ¹ Φ tr dd

P d rt CΛ cn CL tr ¹ 1 M CΛ PP Φ cn Φ Φ P ti M d rt P- Hi P d φ P SU: P yQ P rt tr P- P- φ <P rt iQ P- PNPP cn Φ CL P Φ rt PP t P iQ rt q ιQ P "Φ Φ Ω d P- Φ • tu: er Φ Ό d Cn rt rt P ¹ Φ d ιQ W Φ N tr ¹ φ d P- P tr P rt P cn P tr ¹ d σ P ro P Φ • Φ w P "P Φ cn P> P- t" ¹ Φ F

WPP CΛ d et CL d 3 α M rt Φ rt α 2 ^• »1 P d P Φ _^ rt t. M

P> ιQ TJ P P- P P- CL Φ P> P- cn PN a NP n Φ £ P- o CΛ p ^» P ^ P> tu P- uq * QX yQ rt Φ O rt tu d cn o N d φ «3 tu P tu P _^ M

£ P φ Φ tu φ rt CΛ tu CΛ P P- tQ φ σ £ cn PP ¹ P ¹ P ^ σ er P ¹

^ d Φ P- α PPPP "rt g P- Φ Ω φ rt P er CL rt P- _^ φ Φ _^

P α P CΛ φ P ³ do P "Φ CΛ 3 CΛ o tr Φ P- (u: d Φ Φ d Ω cn CΛ x co q

CL P- £ P p- P tu φ rt ^• rt P- P cn P- rt PPP α PP tr Ω tu Φ

Φ φ SU Φ D cn P LQ P ¹ P ω CΛ Φ φ CL rt P Φ α ^ q O: P- ^ et tu tr P CΛ

P- CD P- P- P CΛ P "rt PPP Φ Φ Φ rt cn N cn d P" PP • «• Ω tr rt cn φ φ Φ φ Φ N CL Φ rt φ P d" »CL P-rt d P- P CΛ P- rt cn tr

Φ P- d φ P ¹ P P- O d P- 3 H Φ rt to P φ ^ QP ^ QP * Q φ P ¹

P φ Φ φ CL tr tr P φ ιQ φ su • Φ Φ CL P- P rt P- Φ Hl <tr ιQ o

Φ CL υq tu Φ tu PP Φ 2 CΛ r ¹ α PP er OO tr ¹ p- Φ Φ CΛ

P- OP ¹ dd Hl P- P- rt O ta X Φ P- cn CL LJ. £ d PPMPP ιQ cn rt P Φ PP d: tr Ω Φ P Φ o υq P- φ rt P TI Φ φ rt CL 3 P ¹ rt Φ Φ P φ

CΛ d P Ω <Q P φ tr P CL P ü P rt P Φ P- M £ P P- P tu • d er P

Ό tr CΛ P- CL et CΛ PPO d TP rt cn φ CL O φ rt Φ M Φ CL tu Ό to N Φ P Φ d φ rt cn d PP "rt p- φ P rt P- OP ¹ P- P t cn d Φ φ po d P φ CΛ P 2 rt P rt Ό αq tu ι-3 Φ ^ P ¹ P Φ O P- P- P CΛ φ cn P- d cn Hi P »Q a Φ P- Φ Λ rt SU P- CΛ PP Φ Φ P £ P-

Hl z Φ Hl rt o P o P CΛ d Pl tu N cn to SU iQ ^ Φ cn P- Φ 2 P d: 5 yQ X tu: P φ Φ tr ¹ ö φ CΛ d X Φ φ cn cn Φ P φ l Ω P a tr od SU P α P et t. Φ d: p> x CΛ ^ cn CL cn PO rt XP Φ tr aol

P σ PP CL Φ rt NP tu X tr P cn £ MP P- £ Φ rt £ P- et Φ σ u SU Φ P CΛ £ d rt φ P tu α_ O φ σ P- 3 Φ P- NP ¹ Φ P 3

P- CΛ cn P "P" Ό Φ CL Pi Φ P Φ Ό tr _^ d P \> φ cn P φ d PP. ω d:

Ω rt N P- P- P P- P- £ PP cn Ό T P- P ^ q φ rt cn tr Φ d cn Φ Ω Φ rt φ Φ P α »P ¹ 1 CL 2 Φ Φ tr CL α φ cn d CΛ P- P tr Ω Φ P- Φ P- ro Φ σs H SU P- a P o 3 P- P- d φ φ rt Φ Φ tr P CΛ P Φ P- ω rt φ n P Φ φ Φ Φ P

P (U: P P φ rt P- P φ x N σ CL P CΛ CΛ P

P P d P n • d CΛ φ p- Q ^ «P Φ P tu

CL P CL tu P rt CΛ P P φ P- P CL d

Φ φ yQ φ 2 α φ C rt P φ Ω

PP "d PP ¹ P- P tr

P Φ

In the exemplary embodiment shown in FIG. 7, the fact is taken into account that the current telecommunications networks are always evolving. Basic agents distributed throughout the network can also be integrated into a central call center, even if the subscriber lines or individual lines are connected to switching centers from different manufacturers. However, the switching centers to which the so-called basic agents are connected must meet certain minimum standards. The following are required:

- SCCP-TCAP capability

- Sub-functions of the Capability Set CS1 as defined for IN-SSPs, especially the support of the triggers

Detection points TDPl (or alternatively TDP2) or TDP12, as well as for certain versions

- the trigger detection points TDP3 with connected number conversion,

- the possibility of establishing "Establish Temporary Connections" ETCs for announcements,

- Realize charging or charging via IN functions - for example "Furnish Change Information", FCI

Various scenarios - see FIGS. 8 to 11 - can be derived to implement network-wide call centers. The architecture of a call center largely depends on the specific requirements of the operator of the respective call center, for example whether they want to operate more regionally or nationwide or possibly across borders. Furthermore, the architecture used depends on the conditions in the network, in particular also on the Performance of the switching facilities and, if applicable, the remote switching facilities to which the basic agents are connected. Different scenarios of network-wide call centers are shown by the scenarios shown in FIGS. 8 to 11, which are based on the basic principle of a network-wide call center described in FIG.

Scenario 1 (see FIG 8):

Regional call center with busy / idle synchronization via TCAP messages.

In this scenario, all incoming calls - for example from a calling subscriber A, who is connected to any switching facility ASW, see arrow 1 - to the CDS call center using the selected service number SDN - also known as service DN - directly to the call center NWCD-controlling switching device CDS switches or routed, and there, via the task group assigned to the service number SDN, is delivered to the processing internal or external NWCD members B1 ... 3 - see arrow 2 - which are sent via suitable switching devices SSP or via remote switching devices RDLU are connected to the controlling switching device CDS.

If no suitable agent or agent B1 ... 3 is currently available, the calls in the controlling switching facility CDS are queued using the usual procedures and the caller is connected to an announcement until a suitable agent B1 ... 3 becomes available. These processes are identical to a locally operated call center.

Scenario 2 (see FIG 9) Regional call center that is supported by a central or network-wide call center or call distribution system in the event of a heavy load or overflow.

9 shows two regional call centers CDS1, 2 arranged in the communication network KN, which are assigned to a central, higher-level call center MCDS. In this scenario, all incoming calls to the call center or to the regional call center CDS1.2 - indicated by arrow 1 - are transferred directly to the switching device controlling the regional call center CDS1 using the selected service number SDN. As long as this regional call center CDS1 still has a sufficient number of free agents B1_1 ... B1_3 in the assigned task group, or only short waiting times have to be accepted, the respective call remains assigned to the regional call center CDS1 and is assigned to corresponding regional agents B1_1 ... B1_3 delivered - indicated by arrow 2. Only if the regional call center CDS1 detects high or overload for the respective task group, for example due to longer ones

Queues is determined by the regional call center CDS1 via a TCAP dialog in the higher-level call center MCDS, also called master CDS, which is arranged centrally in the communication network KN, and whether other regional call centers CDS2 can take over the call.

This TCAP query is processed using a proprietary protocol between the regional call center CDS1 and the master CDS MCDS. Using a TC_Begin message, the caller's number and his selected service DN SDN are transferred to the central master CDS MCDS together with a corresponding service key. The central MCDS uses its network-wide overview of all assigned regional call centers CDS1.2 to determine a new service number SDN ', which leads to another regional call center CDS2 - indicated by arrow 2' - or finds out whether the original call is in original co co t ro P »P

Cn o Cn o cn o Cn a <TI <LJ. CL W 1 CL P 3 o a Φ d: LJ. o CL d: CL LSI d: ι-3 CΛ O to O to £ £ a P tu φ d Φ Φ SU cn tu d Φ d σ t P tr φ φ su tr Φ d tr C. * ü φ tu φ P φ t (U φ

PPPP £ EP CΛ PP yQ EP CΛ PX Φ £ PP Φ P CΛ Φ> P CΛ p- p- P- (U CΛ cn P ιQ rt 3 X 3 Φ P- P- Ω P- ro rt Φ P φ rt ιQ P SU: P πd Ω P ¹ tu P * P cn rt rt P- φ P- rt p- P- CL cn t- ¹ Ω tr o 1 φ P ιQ P- Φ Φ υ Φ rt ιQ tr _^ »cn α CΛ tu Φ φ O

CΛ rt P- rt P- rt φ tr P .- _^ cn P φ ¹ P cn φ XN Φ NP ro rt O P- t ^ QP n P

Ω rt O rt P- Φ P- rt P tu cn 3 Ω Φ o P- rt o rt P "O £ od Φ φ X Φ Ω tu tr P" PP * ιQ Φ CΛ: P ¹ P- p- tr PP ^ £ Φ P Φ P- P P- P tu PP CΛ rt O tr P ¹

P "d SU d φ CΛ P- et Ω φ φ rt P ¹ CL φ o α P Ω α CΛ P- d ^ q rt Φ P- CL o P ¹ φ tu PPP Ό P d tu X tr tu P σ P ¹ PP tr P Ω CΛ Hi cn Φ 3 O Φ CΛ SU P

P ιQ P- ιQ PPP £ o φ PP o φ P CΛ rt Φ Φ Φ tr P- £ NPP 3 P yQ cn rt CΛ> SU £ ιQ yQ SU: tu Φ uq tr rt φ • rt PN rt Φ Φ Φ d CΛ • £ iQ n

Φ Φ (U: Φ ιQ Ω Φ CΛ Φ P P- πd d Φ φ iQ N Φ d Φ P P P- cn £ N P o Φ tu

P P- rt P- Φ tr P- 3 cn rt P ¹ Pi Φ α P P- d H to P d cn rt n Φ Φ α P-

P P P <rt φ rt P- φ P Φ Φ o CΛ P n tu L P rt tu: σ P ιQ CΛ Φ p-

<P ιQ P rt Φ Φ P Φ vQ o P- P- P o P SU: tu ω Φ o Φ yQ • P CΛ tu P- P-

Φ P- Φ P- Φ PPX Φ φ CΛ P tu tu rt CL P ¹ P- P u P cn α PO d: P n

P Ω Pi Ω P tr Φ g P "cn P Φ yQ £ P" P- N P- P "Ω P ¹ P- σ φ CL P- P σ ^ q Φ

£ tr: tr P- cn tu rt rt ro P φ Φ P ¹ Φ P "Φ P- P" PP P- Φ o tu Φ φ P t et tr rt to P P- Φ - <P P- P- cn o> P Φ Pi φ P- P P- ¹ PP rt

P- d P d P> CL £ 1 d P • P- φ rt on Ω φ φ yQ o vQ o cn P £ φ ιQ Φ Φ et P rt P 1 d φ 3 cn Ω P- Φ φ tu tr 3 P φ Tl φ P- PJ P- P P- p- P

Φ ιQ ^ P> P cn on α Φ tr PPP "rt PHPO 3 £ CL er P er tr rt Φ £ ιQ Φ P £ O: ö tu P et N rt P" £ TI Φ rt cn rt P tu P- Φ Φ CL o rt et

_^ π

P Φ π o Φ P tu Φ cn CΛ cn d d Φ P- tu P cn Φ SU rt P P P tu α

P σ P ¹ P et PP Φ P ¹ Pi O <P o φ P ¹ _. P ¹ P- tr <CL £ Λ α CΛ 1 P- PP a P CL Φ φ £ to φ O φ P- o P "H- φ

O Φ P co N P- Φ Φ d Φ P £ P Φ o Φ tQ tr PP CL P- P- P Φ P cn ö P _^ _^ £ Ω to P- 3 P P- g P 3 n rt P- tu σ α Φ N Φ d P Ω tu O cn tu CΛ • to P- tr tu 3 P- o Ö ^{* (}

Pl rt g P- Ö Φ P P CΛ P- N £ P P N d Φ Φ Φ ιQ P> o CΛ φ Ω rt o Φ φ P- rt Λ P er φ Φ tu Ω Φ cn P P Φ '

Φ _^ H 3 ro Ω CΛ X LJ. P- PPP rt P Φ tu P P- cn tr P ¹ d: υ rt H H-

P ro P p- 1 tr 3 Φ 3 υq Φ PO Φ P- P Ό ^ q £ * <P er φ Φ P 3 σ rt P> Φ £ £ po φ φ CΛ Φ P "d: ö υq rt yQ P "rt su P CL φ Φ cn P Pi d Φ

Φ £ CL • P Φ d φ φ P P- O P- P Ω CΛ P- φ φ tu: Φ CΛ o Ω Φ P P φ o EP P

P- φ P- O P P P- CL rt 2 P α P O rt cn rt P rt φ P rt o P •

PP φ SU to rt P- o Φ - Φ ιQ " _^ PON Φ P 3 P CL N ö 3 d ιQ CL cn P ¹ ro $ 3 Φ P- P CL P - - - £ Φ ro tu α tr Φ P rt P-> φ P- rt ω tu σ P

Φ Φ Φ P ¹ 1 P tu P ιQ Φ φ Φ PO P "P- t P Φ rt d iQ φ _^ rt P- cn PP ro d P ¹ cn φ Ω PX £ P- d P- X φ cn o Ω OP rt cn P- d P- φ

Ω O Pi rt P rt SU Φ rt Pi Φ (U cn CΛ P- tr σ P Φ rt o tu CL PO D. tr Hi Φ P- Φ CL d: P- SU P P- Φ Hi P d: CΛ P P- CΛ r-> SU PX tu CL P IS1 o

P "tu P g P P- et o P rt P P- Φ PO tr Φ Φ rt O cn d tu rt EP φ P φ rt 3 φ N o P rt Φ Φ PP SU Φ P x Φ £ ö cn P ¹ the P- P rt

P- P * Φ Φ> CΛ rt g 3 Φ CL P CΛ rt tu P "P rt X n CΛ Pl Ω φ Φ CL Φ P rt

Hi £ PP φ 3 P d ιQ φ Φ d P "yQ cn rt α P> n tr PP ¹ (U Φ P P- rt Φ 1 c CΛ £ d NPP Φ n P- P cn Φ Φ td CΛ _^ > CΛ P Φ tu P

P- d: ti P- P d SU Ω P "tu POO p- PP ro πd cn n Φ CL P- P ¹ cn r tr CL CΛ P P- 3 rt tr Φ Φ M CL Φ PP Φ 1 Ό tu P d: Φ P φ φ α φ N Φ N CL x P- P- P ¹ P Φ P CL CL XP d £ Φ P "er rt φ P-

P- £ P CL Φ • SU P CL rt Pl P rt P 1 tu O: P P Φ N Φ P tr P φ • φ P rt Φ tu Φ n o Φ φ cn P Φ CL P- P CL N φ

* »Φ 3 tu P- d tu cn rt Φ P P rt P P P- Φ n ^ Q P- Pl £ P π P- P 0 Φ d P 3 O • Φ p- φ Ω CL d Φ Φ φ n •

£ ö P P- P P o £ rt tu 3 Ω P tr Φ P P o 1 φ CΛ Φ O cn tr φ Φ rt α n tr rt 3 υq Φ rt P n CL

P 1 cn P J P P P- tu t et P • φ P Φ CL P tu

P _^ »Φ P- CL O cn P ¹ φ PPP CL cn rt Φ φ PP ¹ tr Φ 1

NP φ Φ rt PP Φ

wish the caller can announce his waiting position and his expected waiting time. Furthermore, the respective call center service is charged.

Scenario 3 (see FIG 10):

Centralized call center, through which a task / load distribution to regional call centers is controlled.

This scenario is similar to scenario 2 described, but with the difference that the caller A with the selected service number SDN sends a TCAP dialog directly to the higher-level call center MCDS or to

Master CDS is initiated and there it is determined to which regional call center CDS1.2 this call must be forwarded.

To these TCAP queries also by or with

To be able to implement switching facilities from different manufacturers, standardized processes within intelligent networks are used:

According to the invention, trigger detection points TDP3 on the respective service call number SDN of the call center or the higher-level call center are in the originating switching device ASSP (which must have SSP functionality) or alternatively in a higher-level transit switching device with SSP functionality MCDS set up.

As soon as such a service number SDN is dialed, a number query rqDN is sent to the higher-level switching facility MCDS by means of a TCAP dialog, - illustrated by arrow 1. The caller number request uses the same protocol with which otherwise IN-based number portability requests are transmitted to an SCP. The higher-level call center MCDS in turn determines a new service number - here SDN '- based on its network-wide overview of all regional call centers CDS1.2, which leads to a regional call center CDS1.2, sends back corresponding information to the originating switching center ASSP and ends the transaction - see arrow 1 '. This scenario also presupposes that the higher-level call center MCDS has an overview of the load conditions of the individual regional call centers CDS1.2. As already noted in this scenario, the higher-level call center MCDS can also be operated like a regional call center.

If the selected regional call center CDS1.2 no longer has any free agents for the task group selected via the service number SDN, the call is queued using the usual methods in the regional call center CDS1.2. In this case, the corresponding announcements are recorded by the selected call center CDΞ1.2.

In this scenario, too, it is an essential feature that the voice connections between caller A and the corresponding agent B1_1 ... B1_3, B2_l, B2_2 are always conducted via a switching device CDS1.2 with CDS functionality. In these switching devices CDS1, 2, which control regional call centers, queues are managed on a case-by-case basis, announcements are looped in, which, if desired, can announce their waiting position and their expected waiting time to the caller. Furthermore, the call center service is charged.

Scenario 4 (see FIG 11):

Fully centralized call center that controls the establishment of direct connections to the agents via IN-like dialogs. In this scenario, dial-in is the same as for scenario 3:

The caller A is forwarded with the selected service number SDN via TCAP dialog directly to the call center CDS arranged centrally in the communication network KN, in which it is determined to which agents B1_1 ... B1_3, B2_l, B2_2 the call must be forwarded , To implement the CDS functionality, standardized IN processes are used in order to be able to carry out the TCAP queries from switching devices ASSP, SSP, and also switching devices from different manufacturers. In this case, trigger detection points TDP3 are set up on the service call number SDN of the call center CDS in the originating switching facility ASSP (which must have SSP functionality) or alternatively in a higher-level transit switching facility with SSP functionality. As soon as such a service number SDN is dialed, a number query rqDN is made to the switching device controlling the central call center CDS. This

Calling up numbers uses the same protocol with which otherwise IN-based number portability queries are sent to an SCP.

In contrast to scenario 3, caller A in this scenario 4 does not receive the service number of a regional call center, but rather the number of a selected agent B1_1 ... B1_3, B2_l, B2_2. In this scenario, the voice connections of caller A no longer run (as in scenarios 1 to 3 described so far) via an exchange with CDS functionality, but directly from the caller, or via the originating exchange ASSP connected to caller A, to the selected one Agents B1_1 ... B1_3, B2_l, B2_2. As a result, the announcement options and charging options of the central call center CDS can no longer be used; this must be simulated in the communication network KN like IN-controlled functions:

The announcements can be activated, for example, in the originating switching facility ASSP, controlled by the feedback from the central call center CDS by means of "Connect To Resource" and "Play Announcement". This means that all possible originating switching devices in the communication network must be equipped with the call center-specific announcements. In order to avoid this disadvantage, there is yet another alternative design variant in which these announcements are concentrated in the communication network in certain IPs ("intelligent peripherals") with SSP functionality. To do this, however, the originating switching device must be prompted by the central call center CDS to set up a temporary connection to the announcement IP - for example by means of the action sequence "Establish Temporary Connection", "Assist Request Instruction", "Connect to Resource" and "Play Announcement" -, and to clear the temporary connection again after the waiting time.

In this scenario, the charge must be taken over by the originating exchange ASSP. For this purpose, the central call center CDS, together with the determined agent call number, also sends the corresponding charging information to the originating switching center by means of a "Furnish Charge Information", which thus creates a corresponding charge rate for the call center service. The "Furnish Charge Information" feature is not yet widespread in all communication networks, but is the subject of standardization as part of the ETSI Capability Set CS3.

As an alternative to the four scenarios described, a further call center variant can be implemented - not shown - in which the current document status or the busy / idle Status detection does not take place via TCAP message exchange, but rather through the routing of all outgoing and incoming calls, already described as call channeling, via the switching device controlling the central call center

With the aid of the method according to the invention, new, attractive functions for call center operators can be used throughout the network, and the capacity of call centers can be increased by connecting simple terminals during peak periods. This creates an added value for

Operators of telecommunication systems that can offer their customers new, attractive functions network-wide without additional hardware only by exchanging software and thus either increase their sales or set themselves apart from the competition.

Claims

co co ro t> P

Cn o cn o cn o Cπ

1 1 1 1 1 CL CΛ <H LJ- P πd

JU P- Φ Φ φ • (U

CΛ P CL rt d:. CL <P CL d £ CL d CL CΛ N CL α P P P- £ rt

Ω P- tu d er tr ¹ Φ Φ P- tu P cn tu P tu CΛ d tu d CL 3 P ¹ Φ <! Φ tr Ω EP P Φ w PP Ω EP ö EP CL EP πd 3 EP H - P- P p- φ P

Φ tr nq P P> 3 tr CΛ ^^ p- 0 rt Φ P ¹ P rt rt P- '-' CL P- rt P- o - - - <0 CL PN tr rt tr cn Pi tdd P _^^ CL P - rt d PO CL Φ N α d ¹ 3 tu P

PP t- ¹ P- N φ rt P Φ CL P φ P d 3 iQ d Φ t tr cn α ^ Q CL w φ d P- yQ CL P P- P 3 cn P- (DPPOP Ό

Φ P ¹ iQ cn d φ Φ Φ N P- rt PW iQ tu P Φ P er _^^ P ^^ Φ PP - _^ PM P- nd P CL (D CΛ P Hl P d:

Φ t ^"1 P- odq tr ¹ P- CL P P- 3 α N Φ P Φ cn P- Ω rt M CL φ PV CΛ M CL uq Φ Φ -5 P- Φ £ CΛ P P- Ω ιQ N tr

PP ¹ P- Φ CL Ό Φ P ¹ P- φ PP φ P cn Φ rt NP tr dd Φ

P- - - φ P cn P Φ P- ^ Φ PP CL rt P- (DPP ¹ PP

Φ 3 P φ P CΛ Cl CL cn φ Φ H- P-: p- er CL cn P- d rt. -. P n cn Ω P φ Ω cn Φ <J P- 0 Ω cn φ to

CΛ Φ P rt TJ z P- σ P tr d P tr rt P- φ P tr tr cn P Φ rt P d rt Ό cn sj Ω CΛ d tu Ό tu P P P rt Φ rt tu

Φ Ό Φ Φ P- o tr Ό i Ό <Hl Φ Φ 3 l (D d Φ

Ω LJ. Ό P ¹ P σ et Ό rt Φ φ rt P- P P- Φ rt P. -. P- tr Φ Φ rt _-- CL - - d £ Φ Φ P φ P rt P- • « _* uq l ι-3 cn

P £ 2 ^ P o P. -. 3 P φ cn rt φ> Φ P-

P- Φ - _. £ a cn υq ö z P- PPP ¹ PP ¹ P- φ cn P- 2 φ n P- et CΛ 2 ιQ § rt Φ dd P

Ω P ^J a P σ 3 Φ. -. a Φ n rt p- cn Ό P Φ. -. cn P d tr P- o CL —- d tr ¹ n CΛ σ PP Ό ιQ P tr> - - φ P

Φ yQ σ φ φ C. CL o rt ^^ d Φ d Φ cn M P 'υq φ - P cn φ P P P- - -' Φ P cn Ό Φ l P 3

LSI _* rt PP - - - φ d N ιQ Ό _^^ P- Φ CL Φ d tu cn Φ 3 CL CΛ Φ d cn n Φ 2 P P- o P- P o cn rt d P- φ Ό P rt P ιQ Φ SU a P - 'φ P rt rt Φ Φ rt P tr P- Φ rt φ p- P ¹ n P- P Φ

SU d d P rt "Ω d o P P 2 α Ω φ Ό d P- N

P Φ φ P <CΛ tr Φ £ PP § ^• - ^• tr ty "tr P cn d

CL P "P CL d Φ P- et P φ CL P- n n rt g • <rt rt cn

P Φ P P X P P P Ω Φ σ N d φ CΛ Φ d SU:

CL Φ CL * Q 3 t CL CL φ tr P d P P P- P P rt

Φ φ <cn p- P ¹ P- Φ φ rt rt rt ιQ iQ tu X Φ ιQ N

P <1 P Φ rt rt P- φ PP Φ d Φ t- ¹ φ Φ P SU P- cn

Φ P Φ rt CΛ CΛ P P P Φ o P CΛ P 3 H-

Ό P 3 Ω P "Ω Φ <υ cn P- P Ω P- tu Φ Ω tr 3 φ P- tr d tr P Φ tr ¹ φ cn CL _ ~. Tr cn PP tr

^ <P- P rt PPP φ PN rt P tr ¹ P- Ω b Φ cn et 3 rt P- ιΩ N 3 P- dd φ M d: tr Φ 3 P

P- rt P- \ -> cn CΛ d P- cn _^ - _^ OP rt P> cn P tu

XP "rt d Ω Φ uq rt rt tr ¹ P iQ cn NP" TI tu d rt P tr P- φ rt dt _ CL Cn £ co φ d <Φ d

P <PP "ιQ Φ POPP * Φ 3 P- _^ » ιQ Φ P

P- ιQ d ω 3 PP d ιQ .. P φ P _^ φ P tu x

CΛ CΛ P φ P- CL P Cn tr P CL n l o tr d rt

Ω rt ιQ P- CΛ Ω P tQ 3 n tu X ^ σ> P d Hl P- tr Φ cn P P- tr φ CΛ φ σ P 3 CΛ 'CL P £ O

Ω φ P P et rt Φ P CΛ tu »P CL φ P

CL tr P- P- P d Φ P- " _{^ *} cn cn φ φ P- φ

P- P P Ω Φ P P P 3 p- Φ £ rt P cn P

Φ P- 1 tr yQ 1 P> P n φ φ

CΛ 1 1 P "CL σ P P Pi

Φ Φ - CΛ o CL d:

P

- P φ P

assigned subscriber lines (TA2,3) and the virtual subscriber lines (TAl, 3, 4, 6) is detected,

- That the group-specific performance features and / or properties assigned to the subscriber connections (TA1 ... 6) are controlled as a function of the respectively recorded operational and switching states.

3. The method according to claim 1 or 2, characterized in that the switching devices (LE1 ... 3) are an integral part of at least one higher-level communication network (KN), wherein communication relationships from and to the subscriber connections (TAl, 3, 4, 6), the switch that does not physically control the group (NWCD)

(LEI) are assigned, in the mediation-technical sense via the mediation facility (LEI) controlling the group (NWCD),

4. The method according to claim 1, characterized in

- That the switching facilities (LE1 ... 3) are administered in such a way that

- the current switching and / or operational states of the subscriber lines (TAl, 3, 4, 6) that are not physically assigned to the switching device (LEI) that controls the group (NWCD) to the switching device (LEI, CDS, MCDS) that controls the group (NWCD) ) are transmitted, or - any change in the switching and / or operational status of the subscriber connections (TI, 3, 4, 6) that are not physically assigned to the switching device (LEI, CDS, MCDS) that controls the group (NWCD), to which the group (NWCD ) controlling switching facility (LEI, CDS, MCDS) is transmitted,

- That in the switching device controlling the group (NWCD) (LEI, CDS, MCDS) the respective current one switching and / or operational status of the subscriber connections (TA2, 3) and the virtual subscriber connections (TAl, 3, 4, 6) physically assigned to them, and - that the group-specific performance features and / or the subscriber connections (TA1 ... 6) assigned or properties can be controlled as a function of the operational and / or switching states that are recorded in each case.

5. The method according to claim 4, characterized in that the respective current switching and / or operational state or the change in the switching and / or operational state of the physically not the group (NWCD) controlling switching device (LEI) assigned

Status information (b / i) representing subscriber connections (TAl, 3, 4, 6) are transmitted using the transaction capabilities application part protocol (TCAP) based on signaling method No. 7.

6. The method according to claim 5, characterized in that the status information (b / i) are transmitted by means of the functions of an intelligent network controlling messages.

7. The method according to any one of the preceding claims, characterized in that the at least one group (NWCD) is assigned at least one group-specific or call center-specific group phone number (SDN).

8. The method according to claim 7, characterized in that that at the at least one group-individual group call number (SDN) hung to be switched Kommunikationsbezie ^¬ which is associated with at least one group (NWCD) a group-individual search procedure or a Huntingdon algorithm for finding a free subscriber line within the group (NWCD) at a , ■

9. The method according to claim 7 or 8, characterized in that at one to the at least one individual

Group call number (SDN) to be mediated communication relationship from a further switching device (ASSP) an inquiry (rqDN) to the switching device (LECD, CDS, MCDS) controlling the group (NWCD) takes place, in the context of the request (rqDN) in the controlling one

Switching device (LEI, CDS, MCDS) a free subscriber line within the group (NWCD) is determined, and information (SDN, SDN ') representing the determined subscriber line is transmitted to the requesting switching device (ASSP).

10. The method according to claim 9, characterized in that the request (rqDN) and the determined subscriber line information representing (SDN, SDN ') using the transaction capabilities application part protocol (TCAP) based on the signaling method no. 7 are transmitted.

11. The method according to claim 9 or 10, characterized in that the request is initiated by trigger detection points (TDPl, 2, 3, 12) provided in the further switching device (ASSP).

12. The method according to any one of the preceding claims, characterized in that the at least one group (NWCD) representing organizational unit (OGRP) in a database (DB) of the group (NWCD) controlling switching means (LEI) pre ^¬ is seen, wherein - the group (NWCD) associated with the subscriber lines (TA1 .. .6) representing connection information (DNl ... 6, DNlp, DN3p, DN4p, DN6p, DNlf, DN3f, DN4f, DN6f), and - the group-specific performance features and / or properties representing the group (NWCD) representing information (SDN, HUNT ) are stored in the organizational unit (OGRP).

13. The method according to any one of claims 8 to 12, characterized in that the group (NWCD) is assigned at least one group-specific queue, in the event that no free subscriber line (TA1 ... 6) determined in the search process is, the communication relationship to be mediated is placed in the at least one queue and after finding a free subscriber line

(TA1 ... 6) the communication relationship is released from the queue and forwarded to the free subscriber line (TA1 ... 6).

14. The method according to claim 13, characterized in that the organizational unit (OGRP) is assigned a memory area representing the at least one queue and realizing at least one waiting position in the database (DB) of the switching device (LEI) controlling the group (NWCD).

15. The method according to any one of claims 8 to 14, characterized in that at least one user data channel that can be conveyed in the search process is provided for information transmission by a subscriber line (TAl ... 3).

16. The method according to claim 16, characterized in that in the case of a subscriber line (TA1 ... 6) having a plurality of user data channels, the number of user data channels which can be conveyed in the search process for the subscriber line (TA1 ... 6) can be specified.

17. The method according to any one of claims 8 to 16, characterized in

- that the subscriber line (TAl ... 6) is assigned at least one subscriber number (DN1 ... 6),

- That the number of user data channels used simultaneously under a subscriber number (DN1 ... 6) can be specified as part of the search procedure.

18. The method according to any one of the preceding claims, characterized in that the virtual subscriber connections each have at least one addressing information (DNl, 3, 4, 6, DNln, 3n, 4n, 5n,

DNlf, 3f, 4f, 6f) are assigned, with the aid of which communication relationships between the switching device (LEI) controlling the group (NWCD) and the subscriber lines (TAl, 3, 4, 6) that are not physically linked to the controlling switching device (LEI ) are assigned.

19. The method according to any one of the preceding claims, characterized in that the switching devices (LE1 ... 3) are interconnected via at least one intermediate line (TR1 ... 3).

20. The method according to any one of claims 2 to 19, characterized in that the switching devices (LE1 ... 3) are administered in such a way that a communication relationship, which from a physically not to the controlling switching device (LEI) assigned subscriber line (TAl, 3, 4, 6) to one co co t ro PP

Cn o cn o cn o Cn

1 1 to rt P 3 su CL P ¹ CL α ro £ PO P- CL

V to Φ P- α Φ P P- ι-3 d SU tu P p- d O CΛ d

- _^ P tu <3 SU - _^ PO _^^ 3 CL t P α tu Pl P- tu 2 tu P- tu α • P 0 2 P ω Φ> P EP • PP d rt P σ P φ φ P d 2 d tr P t Ω P uq d CL u rt • ^ Ω

2 tr CΛ P P ω> P d tr et EP d tr Ω & H <ι-3 rt P tr Q cn Φ n <J cn P- tr

P> 3 Ω 3 Ω P ¹ <Ω 3 P rt 3 tr 0 φ Φ co cn P co φ P- Ω φ φ

_^ P 3

Φ tr P- 3 tr »» cn rr φ _^ P ¹ Φ Φ et tr P H- CL • _^ Ω P- d P- P tr P P- ^ Ω P- tsi co P rt tu p- o φ P co d P- P d P- Hl P- Φ J_ tr φ Ό J-. P Φ Pi P 1 rt P- _* tu P- rt P- P- PPPPP φ »Q (UPP _^ P ¹ s> Ό ^• » P «Q SU P φ α_ P Φ P ¹ ω Φ J_ P CL J-> ^ Φ α uq fl> tr φ cn d φ φ cn P- N tr

CΛ EP d EP ^ π> P- P td

P πd φ _^ cn TI Φ Ό SP tr cn "EP P Ω dw P Ω Hl P- 1 cn Ω Φ

» _* P φ cn P- o CΛ cn Φ NO CΛ. -. tr (D Φ g rt CL. -. tr (D Φ P "OP" M tr P ι 2 P Ω P p- d P tr ¹ • PP Φ Φ σ N 2 N et Φ PP rt P Hl P

CL CΛ d α tr rt <P rt t _ cn PP d 2 d 3 add P- P d 3 Φ Pl ö d φ * α rt t φ tsi P φ SU Φ P ¹ P- NP tu Φ P ¹ υ P- n PPNPP tu o

2 EP 3 P- & 3 tr d tr P d P- P- er P - - - w (D tu P P P rt α <ι Φ CD tu ^ Ω rt Φ P

P- P P- • <P P- 3 Ω P P- 3 tu H- Ω cn P _^ O - - - Φ 3 H- Ω P- P- 3

P N et P P rt CΛ iQ. p- P- <tr φ P- N Ω tr Ω CL co P tu P -. Ω tr -. O P tu

_^ d P- rt P- P- rt φ et 3 P- rt d P- tr tr φ P CL P- cn 3 tr ¹ Ό tr uA P Φ rt O ιQ o Ω πd Φ. -. et rt P d rt rt ⁽ Q cn P Φ P- ¹ P _^ P rt P- t _ tr PMP P-

P Φ P- tr O tu tr ^{1 t} - 3 P Ό <φ Ω (D P- d *. Φ Hl Φ rt P ¹ »• (D p- P ¹ .

"« O o -> rt P cn t _ d p- ι tr do tr rt PE <P rt Φ d rt ^^ CΛ rt P ^• - πd CL P

P Hi d et P- ro P rt • PP Φ φ • « _* Φ Φ P- _^ φ PO Φ Φ

P CL Φ P tu CΛ _* N ιQ rt _^^ cn tu ι CL P 3. -. P Cn P CL PP ¹ N 3 dn PP

"• P -3 tr φ Ω co d CΛ Φ t ^{" 1} P- ¹ CΛ P P- Pl 3 P Φ PP d SU P TI

Cn φ α P- cn tr ~ - ~ Φ rt w CΛ rt φ Ω CL p- P α CL ^ Ω P "CL CL H tsi, -.

P rt Φ - _^ P ¹ _^ P Φ P tu Φ rt tr φ P ¹ rt CL Φ φ Φ P- φ p- to

~> Φ P F P- <! N CΛ Ω CL Ό Ω Φ rt P • «• rt ö P CL O cn P - - - φ 1

PM rt φ d £ et tr Φ p- o tr P co P ¹ 2 φ Φ P ^ P Ω o

U CL P> tr P N 1 σ

> <P ιQ φ ti t i CΛ P P CL d P cn 3 Φ O CL

2 Φ 3 φ tu P- t d Ω rt P- Pl Φ> _- P Hl cn P g P $ d M 3

P ¹ CL 3 p- o Ω P cn O ιΩ tr P- cn Φ P CΛ ιQ P- LJ. 3 g φ P cn CL Φ P

Hi PJ tu rt P tr Ω g Φ Φ Ω P- Ό σ. cn CO φ Φ P- d rt P- φ LJ. ^• o P- P Hi tr

Φ P rt CL Φ α tr g O ti P tr cn P ^^ Φ Hi P £ rt P Φ Ω P φ CΛ O Φ co cn φ PPP P- Φ d P P- rt Φ P rt d: p- • _^ d Φ rt P- P tr d: cn rt P CΛ

Hi cn £ 3 CL d φ φ P P α Ω P φ Φ Ω £ P J_ P P- P «x rt Ω φ 3 rt

** • P- φ p- P- P rt CL P- P tr ι tr d tr Φ P Hi yQ d u H tr P tu tu P-

J_ φ P- rt φ ιQ P- φ t- ¹ x Φ et Φ t- ¹ 3 Φ Φ P- p- »cn P- P rt φ CL Φ P rt g

Hi P -> rt cn cn Φ P Φ tu rt X Φ φ P et Ω σ. P- ιQ ι P- P- φ tu P- 3

* »D P- Φ CL rt P- rt P- rt Φ CL Φ P- PP ro Φ tr Hi P Φ ω OP ro PO rt cn P Ω P- Φ P Pl CΛ cn P- P Φ P cn tu CL P et - - - Hl P φ PP P- P Φ

Hi yQ φ rt φ Ω Φ Ό rt o P P rt P φ tr <d O P- cn Φ cn tr α φ φ CΛ

CΛ P tr P- P d P ι-3 N d CΛ P P- Φ P (U P P er P "rt P- tu P

P- £ O ti P "Φ P cn Φ CΛ Φ P Ω cn P υq P 3 P- P Φ 3 Φ cn ω cn tSJ tu P φ P P- <P Ω ιΩ er P- rt P- q tr <3 do P P- N Φ d rt tr P-

P Hi P- P d cn φ φ tr cn Φ Ω cn φ ro P- _^ ~ α rt rt Ω P- P Φ ro LSI Φ P- Φ

OP CL T Ω P tr Φ 3 NP d tr 3 d: P o rt t- ¹ Φ P- d tr tu P o P- d P

CL P rt Φ Ό tr 3 3 P φ P- φ φ P φ CΛ 3 ^{• »} rt Pl PO Φ rt tr PP - φ Φ N φ 3 d P φ Φ P- φ α P Φ tr P Φ P cn P- Φ PP ¹ dd CΛ O. P- "P d N

P tu φ P rt P Φ X tr 3 P rt X φ rt Ό Φ P ¹ PP Ω Φ P ι d et P- d cn rt tu 3 d φ CL 3 rt rt tr P φ ι ιQ tr P <CL φ

Φ P- P et F Φ P tu P P φ £ SU. -. H N ^ P φ Φ Hi <!

PO φ α Φ Φ cn Φ ¹ uq tu P φ P ¹ Pl d £ d cn _^ - _^ SU d P d: Φ et PP d p- et Ω P CΛ PP cn P P- ^ Ω P- Pl r ¹ P EP φ 3 <ιQ P cn Φ φ CΛ tr 3 P- cn <CL P ιΩ P φ x φ WP P- Φ rt 3

Ό P P3 P rt d - ^> P- 3 O φ Φ CΛ CL o tu P- P ¹ 3 rt P Φ P-

P φ P d P d: rt tr P P cn Φ • P P- -> ^ P- p- rt 3 P rt

Φ P- CL P CL rt 1 P- P- P- ti φ rt Φ P- rt 1 P * φ uq 1 d P P cn Φ d rt rt Φ

1 CΛ EP P- 1 φ Ω tr P 1 rt rt 1 3 1 tr 1 l P

The corresponding subscriber line (TAl, 3, 4, 6) that is not physically assigned to the controlling switching device (LEI) is forwarded.

23. The method according to any one of claims 2 to 20, characterized in that a communication connection to be switched to a subscriber line (TAl, 3, 4, 6) not physically assigned to the controlling switching device (LEI) is first transmitted to the corresponding switching device (LE2,3) to which the subscriber connections (TAl, 3, 4, 6) are physically assigned, are switched and then redirected as part of the "call redirection" switching technology feature to the switching device (LEI) controlling the group and then with the aid of the respective virtual subscriber connection assigned addressing information (DNl, 3, 4, 6, DNln, 3n, 4n, 5n, DNlf, 3f, 4f, 6f) to the corresponding subscriber line (TAl, 3, 4, 4) that is not physically assigned to the controlling switching equipment (LEI) 6) is passed on.

24. The method according to any one of the preceding claims, characterized in that at least one communication terminal device (KE1 ... 6) is connected to the subscriber connections.

25. The method according to claim 24, characterized in that the communication terminal (KE1 ... 6) are designed as an operator station for operators or agents of a call center.

26. The method according to any one of the preceding claims, characterized in that the subscriber lines (TA1 ... 6)

- As an analog subscriber line and / or

- As an ISDN base connection and / or - As an ISDN primary multiplex connection and / or

subscriber line implementing an xDSL transmission method and / or,

- As a cordless subscriber connection for connecting a cordless communication terminal, and / or

- Are designed as a mobile radio-compliant subscriber line for connecting a mobile, wireless communication terminal.

27. The method according to any one of claims 2 to 26, characterized in that by several switching devices (CDS1,2) the group (NWCD) assigned performance features and / or properties are controlled so that the respective current between the switching devices (CDS1,2) switching and operational states (b / i) of the respectively assigned subscriber connections (Bl_l, B1_2, B1_3, B2_l, B2_2) are exchanged.

28. The method according to claim 27, characterized in that the respective current switching and operational states (b / i) are exchanged and / or stored in a higher-level switching device (MCDS).

29. The method according to claim 28, characterized in that at least one of the individual groups

Group call number (SDN) to be mediated communication relationship from a further switching device (ASSP) a request (rqDN) to the higher-level switching device (MCDS) takes place, in the context of the request (rqDN) in the higher-level switching device (MCDS) a free

Subscriber connection (Bl_l, B1_2, B1_3, B2_l, B2_2) is determined within the group (NWCD), and the determined co co ro ro P 'P'

Cn o cn o Cn o Cn

1 1 1 α P ¹ tu 3 TI CO to φ Φ po α O £ tu Pl tu P- P su d P ro n P- P- d er φ SU tu O Φ P Φ cn w £ cn CL CL CL o IΓ ¹ tsi CL tu PP CL CL CΛ α P * P • 1 o PP Pl \ P EP 9- • P P- rt P- Φ P P- P- Φ tu φ Φ d tu d φ d tu d Ω Φ φ x P ¹ CΛ φ Φ P P- 3 d CL CL P ¹

Φ υq P d cn φ P EP P P- P EP Pi tr P EP ^ tr P rt t ^ P ¹ PP d ^• - ^• P- P- M <Φ P- P d φ CL Ό Ω rt cn £ 3 wq Ω (U P- O "« 3 rt P Ω Φ P Φ Φ

Φ P Φ Ό tr P α CL Φ rt CΛ Φ φ Φ cn N tr N <d O g t ro P CL 3 φ rt tr P • tr

P cn P Φ P- P- P- P d rt P- P- P 3 dd Φ Pi P g ro • - P- Φ Φ P- P ¹ s Hi (U

_^ 3

P Ω N Ω φ φ CΛ P Φ P cn tu P- 3 IQ <Ω P £ Φ d 1 Ω PPP d ⁽ Q tu P Φ

CL tr - _^ d tr ιΩ d φ φ P rt P- π> Φ σ φ PP ro N tr φ P tr (D tr Hl P φ t £ 2 ^ Ω et cn N tu Cn Φ P cn rt P rV O d P- P- ^^ d rt CΛ, -. LQ (U: ι «r PP tu

Pi O a Φ P d d 3 P CL> Ω Φ CL (D P P CΛ l x ιΩ rt CΛ t cn P (D Φ t P

<rt tr no CL do Hi Φ d Φ tr φ P CL CL Φ d: tu CL Φ Φ ü P rt ^ Ω PP yQ cn φ Φ Φ σ P Φ Ό P £ PPP cn PP Φ PP rt Φ O P- d 2 Φ p- P Φ Ω

PP P- CL P Ό CL Φ ¹ ιΩ d: N rt N φ P CL P- PP φ Φ CL Ω iQ NPP tr

3 P Φ P P- 3 <cn d (D rt Φ Φ LJ- O CL cn P P- tr (D tu CL P ¹

P- α N t φ cn d cn tu Φ cn PN H- P Φ P Cl P φ PN φ ti Φ H- Ω Φ d et Φ d P- et rt .- _^ P rt P ¹ o P φ £ Ω cn Pl £ CΛ P φ P Q. d P- P- Ω tr EP rt cn g CΛ Φ Φ z υq * »φ P 3 LSI φ tr P- <Φ φ SU d rt Φ N cn rt tr <

P "P- P d § cn P P-. -. D P- ti P φ P- p- P Ό Φ CΛ P do P Φ P d C. P 0 Φ n 3 α rt lo (D •• C» LPP ^{1 1} o Ό P rt Φ 3 tr CL (DP Φ

P (U CL P- Pl P σ P- d Φ et> P <rt 3 P cn P φ Φ <JP P- Φ Φ rt s cn 3 Ό ι P "φ P Φ P et PP ¹ φ P- φ CL H d Φ 3 PPP Ό P- P cn P ¹ cn rt P- CL rt CL d PP rt p 'P _^^ Φ Φ P P- CL P rt SU:

Φ rt d φ CΛ Φ \ cn P cn d 3 rt g O d 2 P- P 3 rt φ d SU d rt cn p- n Φ PP et P- o P ιQ - - - P P- P- φ PP a P P- rt CΛ P d Ω P "φ

P Φ Φ P ¹ Φ Φ CL d cn ι rt d P Hl ^ Ω r. P P- rt Φ rt cn tr d P

P P P- p- P '<d Φ Ό Φ N rt P SU P- Ö Φ φ rt P "υq P rt

P- rt P φ 3 φ φ Φ P Ό P- d N υq P yQ N - P "P P- P Φ er φ to p-

Ω Φ Φ PPP Φ P dd cn CΛ ddgd CL P- Φ rt -j cn CD tr P l Pl P 3 P tt - PN 3 P Φ Ω PP £ Φ P φ P rt tu φ P et n Φ φ tu P- CL P P-. -. P- d P- iQ P- tr p- φ P φ ^ Ω φ P d o P- Φ

C P- P- P rt Φ rt υq 2 Ω 3 P cn P φ po P- t P cn P ^ P- CΛ PP ti CL P- ω et P φ a tr P- α φ P d: P Φ rt P 3 φ O ιΩ Φ Ω Φ P CL yQ d P o tu P o et P Φ P- P- cn rt tu Φ cn P- H- g P σ tr P P- φ

P CL Φ tr d <d cn σ d CL cn P Ω cn Φ P Ω rt P 3 d CΛ rt Ω

_^ Ω Φ tr P "P φ cn Ω • - P φ rt P tr φ P- <tr rt P d Ό rt Φ ro tr H f tr P 3 d: yQ P yQ tr * Ω cn P- rt H CΛ Φ P ¹ P ¹ P- P Ό Φ P 00 et P

W φ ω cn 3 φ tu N Φ rt Φ Ω d. -. Φ P- P d d Ω P- φ Ω * «» d St.

P> CL t ^"1 P cn φ P- cn Hl d P P- tr P pl p- Φ 3 EP P tr XP tr PO

- - P- Φ tu φ P- et et rt o Φ P et ^ Ω> P "P P- ιΩ et tu P- ti ιΩ P φ P- PP rt tu Φ P. -. P- Φ d φ _P P d rt - _^ CΛ d rt P P- 3 yQ CΛ CΛ - _^ P (- ^■ P CL f ¹ P cn PP Φ P rt öd Φ P P- CL cn - _^ tu

Φ CL et Ω Pl P- d rt Φ w Φ ^ Ω CJ. tr ιQ Φ P ¹ P- ιΩ O P- Ω rt cn P- d tr Ω P Φ Φ PP ¹ P l φ _^^ ^ ~ - g P "1 P Φ P <tr CΛ P- rt φ P P- P tr ι et P- er ^ - Φ P t ^"1 Φ rt PPP CΛ P- Φ CΛ O

Φ ιΩ d: • _^ et CΛ P t O P- MP o _* P- tr CL P πd P d Ci CΛ cn co d Φ CΛ Φ P CΛ P t- ^> - _^ P CL P ¹ P £ Ω _^ ~. Φ d ^• - ^• Φ φ P 3 cn * _* P P- P- cn Φ rt d cn tr ¹ P- Φ P- to tr Cl N Φ IN! P

P d φ Φ j_ ιΩ PPP Φ Ό M co φ P- NPP ¹ et σ P- P ¹ dd: rt Ό P _^ P CL O d Ό CL P - ^ CΛ d CL 1 d ω Φ cn er —_.

Ό XN cn Ό P- tu Φ φ φ d rt cn ro PP ¹ tr Φ rt Φ CΛ

£ φ 3 d tr Ω P "PP co Ό P d tu: _^ » ιQ _^ d tu: P σ

P- tu ιΩ ^ tr CL 3 _^ - ^ tr rt P rt to ro P o P 3 2

P. -. P- φ α CΛ rt tu P- 2 Pl ^ Φ iQ N P> - - <Ω P P-

CL 2 Φ O Φ P- d E rt a φ LSI cn P ω P ¹ 1 d Φ rt a PPXP rt o P- d P- Φ 3 P- co tu <! τj rt C π d CL tu αq P- Φ ö P o X P- Φ Ω _^ P o Ό Φ σ u PP 1 PP "1 P tu PP tr P Φ 2 φ CL 1 1 Φ P rt rt 1 1 P 1

32. Communication arrangement according to claim 31, characterized in that the switching devices (LE1 ... 3) are an integral part of a higher-level communication network (KN).

33. Communication arrangement according to claim 31 or 32, characterized in that the subscriber lines (TA1 ... 6) - as an analog subscriber line and / or

- As an ISDN base connection and / or

- As an ISDN primary multiplex connection and / or

- As a xDSL transmission method implementing subscriber line and / or, - as a cordless subscriber line for connecting a cordless communication terminal, and / or

34. Communication arrangement according to one of claims 31 to 33, characterized in that connected to at least some of the subscriber connections (TA1 ... 6) of the group (NWCD) assigned operator stations for operators or agents of a call center.