CN1231814A - Procedure and systemf or adapting a data link connection between a remote workstation and an automatic call allocation system - Google Patents
Procedure and systemf or adapting a data link connection between a remote workstation and an automatic call allocation system Download PDFInfo
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- CN1231814A CN1231814A CN 97198175 CN97198175A CN1231814A CN 1231814 A CN1231814 A CN 1231814A CN 97198175 CN97198175 CN 97198175 CN 97198175 A CN97198175 A CN 97198175A CN 1231814 A CN1231814 A CN 1231814A
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- Prior art keywords
- adapter
- work station
- remote work
- data link
- automatic call
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5125—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with remote located operators
Abstract
The invention relates to a procedure and system for adapting a data link connection between a remote workstation (1) and an automatic call allocation system (ACD) comprised in a host exchange (2). According to the invention, an adapter (4) is provided in the automatic call allocation system (ACD), said adapter being used to match the signals between the remote workstation and the automatic call allocation system.
Description
The present invention relates to be used for a remote work station is connected to a method that defines at claim 1 the beginning part of a system of automatic call dispatching and a system that defines in claim 5 the beginning part.
A system of automatic call dispatching is used for all Modern Communication System, and especially for all so-called business telephone switches, it has some to make the customer service easy automatic function that becomes.By a system of automatic call dispatching, all business operation persons that will be connected with call distribution system to all calling guiding that all service numbers are done.
Usually, except a speech connected, all operators also used a terminal, and they can by this terminal, and for example network and the database by a this locality communicates, so that read the data that they need in customer service.The equipment that the operator uses in this work is called a work station, it can be one by a computer and all devices that are connected with computer form so that allow to set up the unit equipment that a speech connects.So, may need one and between work station and call distribution system, send the two possibility of data and all call signals.
In most of situations, promptly implement a call distribution system in the zone of a so-called host exchange at single telephone exchange.So the communication protocol of manufacturer's regulation of the enough nonstandardized techniques of energy is to implementing all connections between work station and call distribution system.If a work station is placed on leave host exchange one remote going up so that set up a remote work station, then between call distribution system and work station at least the connection up to host exchange must set up with the communication protocol of a standard.
Patent specification EP 376527 proposes the system of automatic call dispatching of a prior art, and by a standardized communication protocol, for example an ISDN multi-service agreement is connected to a host exchange with a remote work station in this system.In this case, the system of automatic call dispatching must be carried out conversion and adaptive to all isdn signals from remote work station, makes that the used communication protocol of they and all work stations that directly are connected with the system of automatic call dispatching is consistent.
Problem here is all new work stations to be added to when going in the system at every turn, must carry out various changes to the software of the system of automatic call dispatching in host exchange.Simultaneously, the use of inevitable restriction system when software upgrading.And telework stands on the processing capacity of the system of automatic call dispatching has big load of normal work station of directly communicating by letter with host exchange of a ratio.
The objective of the invention is to eliminate above-mentioned all problems.A special purpose of the present invention is to set up a link-attached method and system of data in order to produce a kind of novel being used between a remote work station and a system of automatic call dispatching, and does not need to carry out in the software of the system of automatic call dispatching all kinds of change.
About characterizing all characteristics of the present invention, please refer to claims.
Usually set up a data link from the remote work station to the host exchange and connect in an adaptive link-attached method of data between a remote work station and and the system of automatic call dispatching that a host exchange is connected in of the present invention being used for according to first kind of communication protocol.Preferentially set up connection by an ISDN (integrated services digital network), according to ITU-T suggestion usefulness, for example, SS7 signaling (signaling system 7) is possible in integrated services digital network.According to the present invention, the system of automatic call dispatching has an adapter, and preferentially sets up a data link connection according to first kind of communication protocol between adapter and remote work station.In addition, setting up a data link according to second kind of communication protocol between the system of automatic call dispatching and adapter connects.Further, according to the present invention, with adapter first and second kinds of communication protocols between the system of automatic call dispatching and remote work station are complementary, by adapter to carrying out conversion, so that they are mated mutually according to all signals of communication that send in first kind of communication protocol between remote work station and the adapter and all signals of communication according to second kind of communication protocol transmission between the adapter and the system of automatic call dispatching.
In a preferential embodiment of the present invention, setting up data link by a local switch between remote work station and adapter connects, in this case, setting up the data link connection between remote work station and the local switch and between local switch and host exchange according to first kind of communication protocol.On the other hand, can be by arranging to such an extent that make interface between adapter and used communication protocol realize the router of coupling with one, setting up data link between remote work station and adapter connects, in this case, it is possible data link being connected and be used in the two the transmission of data and speech with the irrelevant communication protocol of telephone network.
Preferentially adapter can be sent the two 2B+D link of speech and data by one and be connected to host exchange, in this case, between remote work station and adapter, set up the data link connection by first B channel of 2B+D link and with relevant d-channel signaling, connect and between adapter and host exchange, set up data link by second B channel and relevant d-channel signaling.In another embodiment, between adapter and host exchange, provide many 2B+D links.In this case, can several remote work stations be connected to a system of automatic call dispatching with single adapter.
Of the present inventionly be used for that an adaptive link-attached system of data comprises that a data link between remote work station and host exchange connects, and has used first kind of communication protocol in this connection between a remote work station and one and the system of automatic call dispatching that host exchange is connected.Preferentially setting up first data link by an ISDN net connects.According to the present invention, system comprises an adapter that is included in the system of automatic call dispatching, and sets up a data link connection between adapter of preferentially observing first kind of communication protocol and remote work station.In addition, setting up a data link according to second kind of communication protocol between the system of automatic call dispatching and adapter connects, by adapter to carrying out conversion with all signals of communication of second kind of communication protocol unanimity, so that they are mated mutually at all signals of communication consistent between remote work station and the adapter and between the adapter and the system of automatic call dispatching with first kind of communication protocol.
When with prior art relatively the time, the present invention has such advantage, i.e. the practice that is connected of new remote work station and system is gone up the corresponding mode that is connected of the work station that can communicate by letter with a kind of and direct and a host exchange and implemented.So, connecting the software upgrading work that a new remote work station does not relate to any trouble in the system of automatic call dispatching, need on the processing capacity of system, not add than a more load of normal work station yet.
Below, will present invention is described with some examples of all embodiment of the present invention and with reference to appended all figure.
Fig. 1 represents according to a system of the present invention; With
Fig. 2 represents the flow chart of the work of a system in the representative graph 1.
Fig. 1 represents a graphic example according to a system of the present invention.System comprises a host exchange 2, and this host exchange 2 can be a normal telephone exchange that all functions of a system of automatic call dispatching ACD needs are arranged.Two work stations 9 are connected to all user ports (not drawing among the figure) of host exchange 2 for operator's use.In the communication between work station 9 and ACD, use a agreement by manufacturer's definition of system.Fig. 1 has further represented one by the adapter 4 that the 2B+D interface is connected with host exchange 2, make that can set up a data link to a remote work station 1 by in all B channel of ISDN net 8 usefulness connects 5, connects 6 and set up a data link to system of automatic call dispatching ACD with another B channel simultaneously.Further, remote work station 1 is connected to a local switch 7, local switch 7 can be positioned at any old place in the world.Set up one by ISDN net 8 and 2 be connected 5 with the data link of adapter 4 from local switch 7 to host exchange.In addition, the system that represents in Fig. 1 comprises a router one 0, can be alternatively set up a data link with router one 0 and connect 5 '.In this case, can use communication protocol, for example ICP/IP protocol (transmission control protocol/Internet Protocol).With router for example TCP/IP signaling is adapted to a kind of adapter 4 and the acceptable form of the system of automatic call dispatching.
Fig. 1 is an expression lan network 11 (local area network (LAN)) further, and it is a local area network (LAN) that is used in the data communication.A lan network is a network that a high transmission capacity is arranged, be generally a company or mechanism all and be used for internal data communication a relatively little limited geographic area.This network is made up of all work stations and all servers.Router one 0 is connected to LAN 11, thus can be directly by for example form one from remote work station 1 directly to router one 0 with further be connected to the TCP/IP of adapter 4 by LAN, set up a link between adapter 4 and remote work station 1.Energy enough one and the irrelevant data network of telephone network, for example a Packet Switch Data Network is set up such connection.
We are with reference to Fig. 1 and 2 now, and a preferential embodiment of the work of system of the present invention is described.When the operator of a remote work station 1 started working, he entered (login process) system of automatic call dispatching ACD at login.During this time, unless set up a connection, between remote work station 1 and adapter 4, set up a data link and connect 5.By making remote work station 1 call out the Subscriber Number of adapter 4, as a normal ISDN establishment of connection, finish the data link establishment of connection.Remote work station 1 sends to local switch 7 with " foundation " message.In setting up message, called party's number is the Subscriber Number of adapter 4.With a UUS information block that comprises required logon data with set up message and send together.When local switch 7 receives when setting up message, its produces one in the IAM message of setting up on the message basis, and this message is sent to the ISDN net; IAM message comprises the data identical with setting up message.Network 8 will be called out as a normal isdn call and be routed to adapter.
When host exchange 2 receives when calling out, it keeps in all B channels one in the 2B+D interface that it and adapter 4 are coupled together, and will set up message and send to adapter.This message is included in the logon data of the needs in its UUS information unit.When adapter 4 received these data, it produced new setting up message and it is sent to the ACD function of host exchange 2.This message comprises work station 9 in order to login required data with identical form, and a work station that is connected with ACD 9 sends this message with this form.
From now on, ACD sends to remote work station by adapter with all callings, just as it sends to all local work stations with all callings.ACD treats adapter 4 to treat a work station that is connected with host exchange 9 identical modes with it.The notion of a remote work station is added to the software that does not need on the ACD in any other all network element of host exchange 2 or telephone network carries out any renewal.
When a calling was come by the ACD function and by adapter 4 it sent to a remote work station 1, adapter is following to be operated.For the calling acd call, host exchange keeps another idle B channel in the 2B+D interface that it and adapter 4 are coupled together.When entering ACD, remote work station 1 login kept in all B channels in the past.In other words, in all interfaces in switch, adapter only keeps a 2B+D interface for each remote work station.
Adapter 4 receives sets up message, and this message comprises the call data of remote work station 1 needs and controls relevant data with the demonstration in remote work station.Adapter carries out conversion and further in a user profile " user's information " message it is sent to remote work station these data that are used for the UUS information unit.Connect 5 at a data link between remote work station 1 and the adapter 4 and in login, set up, so do not need to set up again it in this stage.
When calling was carried out, host exchange sent all message according to DSS1 (signaling digital signalling system 1), produces " user profile " message and it is sent to remote work station 1 from transmission message when needs.Adapter 4 is controlled all DSS1 message in the institute that connects is free.When remote work station 1 answer calls, it produces a user profile message that is used for adapter.When adapter 4 receives user profile message, it connects leads to the B channel of remote work station 1 and all B channels of incoming call, and " connection " message sent to host exchange 2, realized that on this basis all speeches connect, and just can hear each other serviced user and remote work station 1.
When remote work station 1 is thought for example a calling to be sent to the another one user, the following operation.In user profile message, remote work station 1 will represent that the information that it will carry out a query call sends to the another one user.This message is included as to set up calls out the information that needs, as user's number.Adapter 4 receives this information in user profile message.Further, the 4 pairs of host exchanges of adapter produce the requirement that a query call connects, just as a local switch is done.The information needed that adapter 4 will obtain from all signaling messages that comprise the query call connection request is transformed into a user profile message and it is sent to remote work station 1.When the called user of query call answered, remote work station 1 can require to call out and send.Remote work station requires to produce a user profile message from this, and it is sent to adapter.In DSS1 message, deliver to host exchange with calling out the requirement that sends, host exchange is implemented to call out transmission and is discharged remote work station 1.
When host exchange 2 discharges remote work station 1, perhaps after the transmission or after a normal call, disconnect the requirement that connects according to the DSS1 agreement with one and send to adapter 4, adapter 4 will disconnect the requirement notice remote work station 1 that connects by a user profile message.Adapter is according to the disconnection of the DSS1 actualizing connection of the link that arrives host exchange 2.Host exchange discharges adapter 4 from call out, discharge in all B channels, and remote work station 1 is added in the ranks at all vacant workings station in the ACD function.Remote work station 1 has been ready to receive all new callings or oneself has begun to carry out all callings now.
When remote work station 1 oneself begins to carry out a call establishment, in all user profile message, send to adapter with connecting the data that need.Adapter 4 is set up message with one and is sent to host exchange 2.Adapter 4 carries out conversion to what it received for set up calling out required information in user profile message, and it is included in sets up in the message.Host exchange 2 with 2B+D interface that adapter 4 is connected in keep a B channel, and remote work station 1 is shifted out from the ranks at all vacant workings station.Receive when setting up the affirmation of message when adapter 4 receives, it will be from the B channel of remote work station 1 with for the new B channel that keeps of calling out couple together, so remote work station can be heard all signal relevant with call setup and all message.
When the operator at work station quit work, he logged off (log off procedure), so remote work station sends to adapter with the out-of-work user profile message of indication operator.Adapter sends to ACD with a log off procedure.Carried out log off procedure in ACD, unless still need to connect, adapter 4 connects disconnection with the speech between remote work station 1 and adapter that keeps in the login process.Usually, we can say that the link-attached foundation of a data/disconnection greatly depends on the beginning process (software begins) of remote work station and closes closed procedure (software is closed).After this, remote work station 1 carries out work as a normal ISDN terminal device, till carrying out a new login process.
The invention is not restricted to all examples of its above-mentioned all embodiment, the substitute is in creationary thought frame and can carry out many variations by claims definition.
Claims (11)
1. be used for an adaptive link-attached method of data between a remote work station and and host exchange that a system of automatic call dispatching is connected, it is characterized in that: an adapter is provided in the system of automatic call dispatching, setting up a data link according to first kind of communication protocol between adapter and remote work station connects, setting up data link according to second kind of communication protocol between the system of automatic call dispatching and adapter connects, by adapter pair consistent with first kind of communication protocol all signals of communication between remote work station and the adapter and and all signals of communication between the adapter and the system of automatic call dispatching of second kind of communication protocol unanimity carry out conversion, they are mated mutually.
2. in the method described in the claim 1, be characterised in that: between remote work station and adapter, set up data link by a local switch and connect, in this case, setting up the data link connection between remote work station and the local switch and between local switch and host exchange according to first kind of communication protocol.
3. in the method described in claim 1 or 2, be characterised in that: adapter is connected to host exchange by a 2B+D link that can send speech and data, in this case, between remote work station and adapter, set up the data link connection by first B channel of 2B+D link and with relevant d-channel signaling, and between adapter and host exchange, set up the data link connection by second B channel and relevant d-channel signaling simultaneously.
4. the method described in any one of claim 1-3 in front is characterised in that: a plurality of 2B+D links are provided between adapter and host exchange.
5. in the method described in the claim 1, be characterised in that: first kind of communication protocol is a packet switching protocol; And between remote work station and adapter, set up data link by a router that in the system of automatic call dispatching, provides and connect.
6. be used for an adaptive link-attached system of data between a remote work station (1) and and the system of automatic call dispatching (ACD) that host exchange (2) is connected, be characterised in that: an adapter (4) that provides in a system of automatic call dispatching (ACD) is provided in this system, between adapter and remote work station (1), set up a data link according to first kind of communication protocol and connect (5), between the system of automatic call dispatching and adapter, set up a data link according to second kind of communication protocol and connect (6), by adapter pair consistent with first kind of communication protocol all signals of communication between remote work station and the adapter and and all signals of communication between the adapter and the system of automatic call dispatching of second kind of communication protocol unanimity carry out conversion, they are mated mutually.
7. in the system described in the claim 6, be characterised in that: between remote work station (1) and host exchange (2), set up a data link by a local switch (7) and connect, setting up the data link connection between remote work station and the local switch and between local switch and host exchange according to first kind of communication protocol.
8. in the system described in claim 6 or 7, be characterised in that: adapter (4) and host exchange (2) are coupled together by a 2B+D interface, in this case, between remote work station (1) and adapter, set up data link connection (5) by first B channel of 2B+D link and with the d-channel signaling of being correlated with, and between adapter and host exchange, set up the data link connection by second B channel and with relevant d-channel signaling simultaneously.
9. the system described in any one among the claim 6-8 in front is characterised in that: set up data link by an ISDN net (8) between adapter (4) and remote work station (1) and connect.
10. the system described in any one of claim 6-9 in front is characterised in that: provide a plurality of 2B+D links between the adapter (4) and the system of automatic call dispatching (ACD).
11. the system described in the claim 6 is characterised in that: system comprises a router (10) that is connected to adapter; And between adapter (4) and remote work station (1), set up data link by router and connect (5).
Applications Claiming Priority (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| FI964257 | 1996-10-22 | ||
| FI964257A FI102708B1 (en) | 1996-10-22 | 1996-10-22 | Method and System for Adapting a Data Communication Connection Between a Remote Workstation and an Automatic Call Distribution System |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN1231814A true CN1231814A (en) | 1999-10-13 |
Family
ID=8546921
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN 97198175 Pending CN1231814A (en) | 1996-10-22 | 1997-10-08 | Procedure and systemf or adapting a data link connection between a remote workstation and an automatic call allocation system |
Country Status (6)
| Country | Link |
|---|---|
| EP (1) | EP0934677A2 (en) |
| CN (1) | CN1231814A (en) |
| AU (1) | AU719708B2 (en) |
| CA (1) | CA2269357A1 (en) |
| FI (1) | FI102708B1 (en) |
| WO (1) | WO1998018227A2 (en) |
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1326426C (en) * | 2003-05-30 | 2007-07-11 | 日本电气株式会社 | System for providing roaming service |
| CN100336372C (en) * | 2001-12-21 | 2007-09-05 | 中兴通讯股份有限公司 | Multichannel data link protocol processor and its processing method |
| CN1722732B (en) * | 2004-07-16 | 2011-11-09 | 国际商业机器公司 | Method and system for enabling communication between nodes |
Families Citing this family (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1636412A (en) * | 2000-09-04 | 2005-07-06 | 西门子公司 | Device and method for connecting terminals to proprietary signaling to any switching center |
| DE10236083A1 (en) * | 2002-08-07 | 2004-02-19 | Deutsche Telekom Ag | Signalization information transmission method for digital communications network subscriber with conversion of signalization information into subscriber terminal protocol |
Family Cites Families (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US5073890A (en) * | 1988-12-30 | 1991-12-17 | At&T Bell Laboratories | Remote agent operation for automatic call distributors |
| US4980906A (en) * | 1990-02-27 | 1990-12-25 | At&T Bell Laboratories | Switch-adjunct interface |
| EP0503207B1 (en) * | 1991-03-13 | 1997-06-18 | International Business Machines Corporation | Adaptation device and method for efficient interconnection of data processing devices and networks |
| CA2099738C (en) * | 1992-09-25 | 1999-01-12 | William Keith Cline | Architecture for a wireless telecommunication system |
| US5550906A (en) * | 1994-08-05 | 1996-08-27 | Lucent Technologies Inc. | Telecommunications feature server |
-
1996
- 1996-10-22 FI FI964257A patent/FI102708B1/en active
-
1997
- 1997-10-08 CA CA002269357A patent/CA2269357A1/en not_active Abandoned
- 1997-10-08 AU AU45580/97A patent/AU719708B2/en not_active Ceased
- 1997-10-08 EP EP97943914A patent/EP0934677A2/en not_active Withdrawn
- 1997-10-08 CN CN 97198175 patent/CN1231814A/en active Pending
- 1997-10-08 WO PCT/FI1997/000612 patent/WO1998018227A2/en not_active Application Discontinuation
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN100336372C (en) * | 2001-12-21 | 2007-09-05 | 中兴通讯股份有限公司 | Multichannel data link protocol processor and its processing method |
| CN1326426C (en) * | 2003-05-30 | 2007-07-11 | 日本电气株式会社 | System for providing roaming service |
| CN1722732B (en) * | 2004-07-16 | 2011-11-09 | 国际商业机器公司 | Method and system for enabling communication between nodes |
Also Published As
| Publication number | Publication date |
|---|---|
| AU719708B2 (en) | 2000-05-18 |
| WO1998018227A2 (en) | 1998-04-30 |
| FI102708B (en) | 1999-01-29 |
| FI964257A0 (en) | 1996-10-22 |
| FI964257A (en) | 1998-04-23 |
| EP0934677A2 (en) | 1999-08-11 |
| CA2269357A1 (en) | 1998-04-30 |
| FI102708B1 (en) | 1999-01-29 |
| WO1998018227A3 (en) | 1998-07-09 |
| AU4558097A (en) | 1998-05-15 |
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