CN1282484A - 用于路由选择的带内信令 - Google Patents

用于路由选择的带内信令 Download PDF

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CN1282484A
CN1282484A CN98812261A CN98812261A CN1282484A CN 1282484 A CN1282484 A CN 1282484A CN 98812261 A CN98812261 A CN 98812261A CN 98812261 A CN98812261 A CN 98812261A CN 1282484 A CN1282484 A CN 1282484A
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CN1200548C (zh
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S·迈克尔·佩尔穆特
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Genesys Cloud Services Inc
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Abstract

本发明通过呼叫(107)传送路由选择数据而非带内的初始标识和目的标识来提供网络内的电话呼叫路由选择,并使用呼叫目的处的带内数据完成进一步路由选择。在一些实施例中,基于带内路由选择数据完成网络中不同点(104,121,和122)的路由器(201)之间的协商。本发明的应用可扩展到智能电话网络(100)和在广域数据网中计算机之间的模拟电话呼叫,诸如互联网(Internet)和企业内部互联网(Intranet)。

Description

用于路由选择的带内信令
本发明所属技术领域
本发明涉及计算机电话领域并对智能网络呼叫路由选择的特定应用。
相关文档的交叉引用
本申请是申请S/N 08/879．619的部分继续再申请(CIP)，后者是S/N 08/802.660的部分继续再申请(提交日：97年2月19日)，而后者又是S/N 08/797.407(提交日：97年2月10日)的部分继续再申请，所有这些申请均在此整体结合作为参考。本发明相关的背景技术
电话呼叫处理和交换系统在本专利申请提交的时期是相当复杂的计算机化系统，而且在不断开发和引入新的系统。关于这种硬件和软件的性质的大量信息可由本发明人以及熟知本技术领域的人们由所接触的许多一般出版物中获得。有鉴于此，公知系统的大量细微末节这里将不加重复，因为这样作将会模糊发明内容。
一份提供关于智能网络的重要信息的文献是“ITU-TRecommendation Q.1219，智能网络用户指南卷1”(1994年4月)。
在提交本发明申请时，作为智能网络的基于电话的信息系统在继续显著的发展。最近显现的示例是特别随诸如复杂的计算机设备的开发和市场化迅速成长的远程销售业务和技术保障业务。较传统的是为服务于例如大型保险机构的客户的系统。有些情况下，机构以购置或租用的设备开发和维持他们自己的电话业务，而在许多其它情况下，公司则将这样的业务委托给专业从事这样服务的商家。
在电话技术领域中，大量的商业开发是在所谓的呼叫中心服务和系统的范围内，其中，一个机构保持一个或多个由业务代表所操作的呼叫中心以提供对客户的服务。这些呼叫中心通常以一部电话交换机如PBX为基础，具有入口中继线和连接到具有至少一个电话的业务代表的工作站侧端口。基于许多可行的路由选择准则中的任一个，进入呼叫被指定路由到业务代表。在相当多的现代化呼叫中心中，通过连接运行应用程序以提供附加服务(而这些附加服务交换机独自不能提供)的处理器，而增强了交换机的计算机功能。在本技术领域中，这样的增强处理被称之为计算机电话集成(CTI)。本发明实施例主要而不仅仅针对这样的系统。这些实施例总的来说将就呼叫中心加以说明。
在诸如这里描述的智能电话网络中，通常，由公用电话交换网的任意地方进入的呼叫均由本技术领域内称之为服务控制点(SCP)的计算机化系统作路由确定。
为进一步增强计算机功能，可与一服务控制点相关联的设置附加处理器和软件。例如，当一呼叫到达一控制点时，即可收集和处理关于呼叫方的信息来帮助确定该呼叫的最终目的地。然后按照被编程的路由选择规则，将呼叫切换到一呼叫中心，然后再转之一空闲的业务代表。本发明人所知的许多智能网络中，有关呼叫方的数字信息可借助与呼叫载体分离的数据链路预先被送到一呼叫中心，通过连接到呼叫中心处的电话交换机的计算机电话集成处理器，在服务控制点与该呼叫中心之间实现该数据链路。智能网络中的路由确定可按照许多不同的协议在数个层次上完成。
常规的网络内实现路由确定的一个问题在于一个呼叫的最终目的地常常是在呼叫离开服务控制点之前就被确定了，而进一步的路由选择基本上是在网络内的分散电话交换机中自动进行的。这增加了确定路由选择中的出错几率。首先，呼叫有可能被不正确的确定路由，并由于呼叫传送是需要一定时间长度的过程，在对呼叫进行路由确定期间有可能发生变化，从而当该呼叫到达目的地时，情况可能已发生变化，以至必须重新给呼叫确定路由。而且在服务控制点确定呼叫路由中所用的信息通常是周期更新的信息而不是实时数据。
电话技术领域中的另一个近代发展是所谓的互联网协议网络电话(IPNT，Internet Protocol Network Telephony)。其中，常规的电话呼叫被利用计算机操作的微音器和扬声器，及可在各连接计算机上运行的图形用户接口在称之为互联网的数据网络上的计算机之间进行模拟。许多商品销售商都提供这类电话的模拟软件，而类似的系统也可以用互联网之外的数据网，例如通过公司的企业内部互联网(Intranet)运行。在提交本专利申请时，这样的数据网基本上被认为是“非智能网络”，尽管它们也能实现路由选择。呼叫在互联网中进行路由确定，例如由互联网协议(IP)地址作路由确定，并且依靠控制互联网协议地址，互联网协议交换机和插孔就能更改数据包的目的地。在后面的本发明的实施例中，虽然总体上说智能电话网络是被用于实施本发明的示例，但是也意欲将本发明的特点应用到互联网协议网络电话。
所需要的是一个对呼叫进行路由确定的更好的系统和方法。利用它，能对呼叫的路由选择可被现场的分散路由器所共享，而无需应用传送数据的独立的数字网络。在这样的系统中，可将最终路由选择的确定作得尽可能接近最终目的地，并且用于路由选择的信息可保持大大接近实时状态。
本发明的概要
根据本发明的一个优选实施例提出在网络中确定电话呼叫的路由的方法，其包括以下步骤：(a)在第一网络目的地站点获取与呼叫相关而非与初发端标识或第一目的地标识相关的路由选择数据；(b)以该呼叫将带内路由选择数据传送到一个第二网络站点；(c)访问该第二网络站点的路由选择数据；和(d)利用该路由选择数据选择用于呼叫的第三网络目的地站点。
在该方法的某些实施例中，网络为可以确定电话呼叫路由的智能电话网，而且该第一目的地站点为一服务控制点。在这些实施例中，路由选择数据(而非初发端识别或第一目的地标识)可以是由呼叫方发出的数据。在其他一些实施例中，该数据还在第一网络站点被第一路由器改写成为一个或多个通常专用于除路由选择数据外的信息的数据字段。在这样的实施例中，步骤(c)和(d)中的访问和利用均可在第二网络站点由第二路由器进行，而第一路由器和第二路由器可协商路由选择途径。
在另外的实施例中，网络为一广域数据网，并且电话呼叫是连接到该广域网的两个或多个计算机工作站之间的模拟呼叫。在一广域网中作呼叫模拟的情况中，于第一网络目的地站点，第一路由器将路由选择数据写进与该呼叫相关的数据包中的一个或多个数据字段，并将该数据包传送到第二目的地站点，供第二路由器利用该路由选择数据作进一步路由选择。
本发明的另一个方面是，在网络中用于电话呼叫的路由系统包括与第一网络目的地站点相关的第一路由器和与第二网络目的地站点相关的第二路由器。对在第一网络目的地站点接收到的呼叫，第一路由器将除呼叫发端标识或第一目的地标识外的路由选择数据写进通常专用于除路由选择数据之外的一个或多个数据字段，而在第二网络目的地站点的第二路由器利用来自该一个或多个数据字段的路由选择数据对呼叫作进一步路由选择。在根据本发明的系统中，该网络可以是带有第一目的地站点和第二网络目的地站点的智能电话网，该第一目的地站点是一个服务控制点，第二网络目的地站点是位于呼叫中心的计算机电话集成的电话交换机。在这样一个实施例中，第一路由器与第二路由器根据被第一路由器写进一个或多个数据字段的数据进行协商。
本发明的另一个方面是该网络可为一广域数据网，而电话呼叫是连接到该广域数据网的两个或更多的计算机站点之间的而不是电话之间的呼叫，这些计算机提供电话功能。该广域数据网可以是互联网，其中呼叫为互联网协议网络电话(Internet ProtocolNetwork Telephony)呼叫，或者可以是一企业内部互联网(Intranet)呼叫。
本发明的一个显著优点在于，为了传送路由选择数据到一个第二(或再一个)目的地站点，在一个智能电话网中无需独立的数据网络。这样的数据随呼叫或随呼叫相关的数据包到达。协商仍然是可能的，在将该数据与所到达的呼叫相联系方面几乎没有困难。
附图简要说明
图1为本发明人在本发明之前已知的但不属公开范畴的一智能网络的简化概貌；和
图2为按照本发明的实施例采用带内信令技术的智能网络的简化概貌。
优选实施例的描述
图1为本发明人已知的智能网络的简化概况图。其中，进入呼叫由在网络云线100中到达服务控制点101的矢量107表示。云线100可以是一公共电话交换网，一专用网络，或者电话和所连接设备的任一其它广域网(WAN)。
在该示例中，附加处理器104与服务控制点相关联，用于实现计算机增强之目的。附加处理器104可含有或被连接到本技术领域中的公知的其它装置，例如呼叫分配器(CD)和智能外设(IP)102。智能外设102通常提供例如依靠交互式声音应答(IVR)技术来增强有关获取呼叫方信息的能力。附加处理器104还可能提供其他能力，例如在一路由选择应用程序或统计服务器情况下，它可以存储端更新的统计信息并为路由选择提供信息。
当一呼叫107到达服务控制点101时，通常利用智能外设102的能力由呼叫方发出信息。这一信息和存储在统计服务器中的信息，包括例如业务代表空闲和负载统计，被用于确定呼叫107的路由。在先有技术智能网络中，路由选择通常在呼叫107离开服务控制点101之前被确定。
图1表示两个呼叫中心121和122。对本技术领域的熟练人员来说，显然可有多个超过两个呼叫中心的呼叫中心，但两个呼叫中心的示例被认为适合于在现在的情况下描述先有技术。当在服务控制点101确定了路由选择时，进入呼叫可被切换到呼叫中心121或122。在图1中所示示例中，对呼叫中心121和122进行计算机增强。计算机电话集成处理器223在呼叫中心121处连接到交换机123而且计算机电话集成处理器224在呼叫中心122处连接到交换机124。双向数据链路110将处理机223连接到附加处理器104而双向数据链路111将处理器224连接到处理器104。
当在服务控制点101处，路由选择被确定到呼叫中心121和122之一时，呼叫方要求的信息可经由适当的数据链路110或111被传送到呼叫中心，此时该数据可被用于作为由一数据库检索信息的关键字，以便在向呼叫方提供服务的过程中帮助业务代表。
呼叫中心121包括两个业务代表工作站，业务代表站131和业务代表站132。同样，呼叫中心122包括两个业务代表工作站，业务代表站133和业务代表站134。业务代表站131～134各自均设置电话136，138，140，和142。在某些实施例中，如上述的业务代表工作站可能具有连接到视频显示单元(PC/VDUs)的计算机平台(图1未标出)。对本技术领域的熟悉人员将是显见的，可以有更多的业务代表工作站和电话。取决于由服务控制点所确定的路由选择，呼叫107通过线路105或106传送到适当的呼叫中心。到达呼叫中心后，呼叫107即通过由处理器223或224执行的编程路由选择被分配给电话136，138，140，或142之一中的业务代表。
图2为按照本发明一个实施例的系统的简化概貌。其中，利用带内信令方法独特的应用提供智能路由选择，从而使得路由选择的确定更接近于最后呼叫目的地站点，并提供某一层次的协商路由选择。图2所表示的系统包含以上对图1的系统所述的许多组成部分。对图2将不再重述重复的部件介绍。
选择呼叫路由的典型措施是依靠利用呼叫方信号和/或目的地站点号。借助所谓的自动号码信息(ANI，Automatic NumberInformation)和目的地号码识别系统(DNIS，Destination NumberIdentification System)，可在发送呼叫时传递这样的信息。取决于所用设备，网络本身，和软件的特性，提供这些号码的实际机构均可不同。例如，在较老的模拟电话设备和线路中，呼叫被以一对线之间的编码电压差发送到接收点。在此情况下，利用一闪烁信号系统来建立联系，然后在建立模拟音频信号之后将自动号码信息和/或目的地号码识别系统号码编码，以便在模拟音频信号被建立之前提供作为呼叫的首标。
作为另一示例，采用稍后的数字设备和控制软件，在呼叫之前加以一具有专用于自动号码信息和/或目的地号码识别系统的数据字段的数据包，使之一信息可用于一接收工作站。在数字示例中，数据字段更新辨认，但随着一模拟呼叫发送的先行编码信息也可考虑送到一专用字段中。专用数据字段这一术语在此包括数字呼叫和模拟呼叫。
无论是在模拟或数字情况下，自动号码信息和/或目的地号码识别系统号码均可看作是“带内”信息。就是说，信息伴随(或领先)电话呼叫，并在与电话呼叫同一通信链路上加以传送。在互联网协议网络电话呼叫的情况下，例如通过互联网以数据包的形式发送信息，这些信息包括用于各种目的字段，例如互联网协议地址和数字音频数据。这种数据也可被看作为带内数据，而带内字段则为特定目的专用字段。所有情况下，籍以传送带内信息的协议和方法也均是本技术领域内所公知的。
在下面说明的本发明实施例中，可行的带内数据字段被适配来承载与电话呼叫相关的路由信息，用于为呼叫作路由选择和与配置在网络内不同层次的路由器协商路由选择。
现在参看图2，为发明人所知的路由器应用程序201和计算机电话集成应用程序202的示例作为T服务器在网络云线内的附加处理器104中实现。路由器应用程序201采用通常由呼叫方发出或者由一与呼叫相关的数据库检索得到的信息，并根据网络中的路由选择协议，利用该信息和其他可用的附加信息对呼叫进行路由选择。熟知本技术的人员可知，应用程序(例如路由器应用程序201和T服务器应用程序202)可以驻留在单一的处理器或与服务控制点101相关联的多于一个的处理器中，这并不背离本发明的精神实质和范畴。这里将这些应用程序和处理器分离仅仅是为说明之目的。
在根据本发明的一优选实施例中，处理器223执行路由器应用程序201以及T服务器应用程序202的示例。类似地，计算机电话集成处理器224执行路由器应用程序201和T服务器应用程序202的示例。利用这种一中央路由器和多个分散路由器的特定配置，在本发明的各种不同实施例中的路由器之间实施带内信令来提供路由器之间的智能对话。通过控制现有的带内信号字段，来利用现有的数据字段传送除自动号码信息和／或目的地号码识别系统号码外的路由选择信息。这样的专用字段被路由选择数据完全或部分的改写，然后如上所述，通过电话线路105和106将这种信息作带内发送。
仅作为许多可能的示例之一，如果呼叫107被确定应该转到一个被训练来提供一特定产品的技术协助的讲西班牙语的业务代表之处，则在本发明一实施例中，网络层的路由器应用程序201将以这一信息改写带内信号字段的一部分。对本技术领域中熟悉人员来说，可知这一数据组只不过是不同机构的不同情况中可能出现的大量数据组中的一个而已。
在电话通讯中存在大量可以利用的现有字段。例如在AT&TTM网中存在有在服务控制点处由载体提供的用户数据字段(CDPD，Customer Data Field)其后由G3型交换机递交和应用。这一字段可被用来在电话呼叫中提供关键字或实际数据，或者该二者的组合。在其它网络中，例如MCI，存在有类似字段，其某些常规应用可以为路由选择之用。目的号码信息服务(DNIS，DestinationNumber Information Service)字段同样可由路由选择数据改写。
路由器应用程序201具有配置和执行改写到属于不同交换机和/或网络(例如AT&T，MCI，Rockwell，Lucent或北方电讯等)的不同字段的路由选择数据的能力。受控制的带内信号则通过常规的电话线路105运载该路由选择数据到电话交换机123，在此，驻留在计算机电话集成处理器223中的一示例可读取该信息并利用它将呼叫107作路由指引到在连接到呼叫中心的工作站的端口的业务代表。依靠利用对路由选择的带内信令，在某些情况下，可以省却网络连接110和111。在这样的实施例中，所有的路由选择都以由网络到较低层次的路由器的带内信令的形式提供。
本发明人也曾遇见一些已发生的问题。例如，在初始呼叫路由选择中带内数据方面间或可能有某些错误。由于一开始看起来，用于路由选择目的的带内信令似乎是由较高层路由器到较低层路由器单方向的，所以可能发生问题。但在本发明各不同实施例中，还可在较高层路由器与较低层之间提供协商的层次。例如，在一实施例中，可配置与发送和接收路由器双方相关的软件，以便如果由于带内路由选择数据的特性，使得接收路由器未准备处理一特定呼叫的话的情况下，该接收器可促使接收设备以忙碌信号应答呼叫。该忙碌信号可被发送路由器解释为呼叫被拒绝的返回信号，而将被作路由选择定向到另一目的地站点。类似的，振铃次数(时间)协议可完成同样的协商。
在利用ISDN线路代替常规的电话线的某些实施例中，有可能在路由器应用程序201的示例之间作双向额外通信，因为可通过ISDN信道之一发送返回信号。
本技术领域熟悉人员可知，参照图2所述的智能网络，其中的带内信令被控制来提供路由选择指令，可按各种不同的体系结构实现而不背离本发明的精神实质和范畴。例如，智能网络的设计可包括许多呼叫中心和计算机电话集成增强的电话交换机，能或不能为网络中的路由选择点之间的数据通信利用一独立网络，和能利用不同型式的电话线路或中继线。
至于互联网协议网络电话，很明显，例如互联网呼叫可以被导引到第一目的地站点，后者可用来与一呼叫方通信和由其发出信息，而在一些情况下，还从存储的资源中检索辅助信息。在该第一目的地，智能路由选择可对数据包的一个或多个数据字段中的这类信息的全部或部分进行编码，并将数据包导引到第二目的地站点，其中，经编码的带内数据可被用来进一步作传呼路由选择。在第一与第二路由器之间可实行协商，以便进一步确定路由选择，而对可进行的迭代次数无实际限制。从而，如在以上所述的智能网络中，路由选择可被强制到越来越接近最终目的地站点的层次，此时可根据更接近于实时的信息作出决定。
对于本技术领域熟悉人员可知，采用带内信令的本发明方法可适用于不同类型的电话交换机而不致背离本发明的精神实质和范畴。由不同制造商提供的电话交换机的功能可能各个不同，但是用于这些交换机的带内信令特性则是类似的。可将路由器适配来改善其中的数据字段。可对路由应用程序加以编程来使其能改写可在同一网络上应用的数种不同交换机的带内信号字段。存在着许多这样的可能性，其中许多已作了说明。本发明的精神实质和范畴仅由所列权利要求书限定。

Claims (12)

1．一种在网络中对电话呼叫进行路由选择的方法，其特征在于包括以下步骤：
a．在第一网络目的地站点获取与该呼叫相关而非与初发端标识或第一目的地的标识相关的路由选择数据；
b．将该路由选择数据与呼叫作带内传送到第二网络站点；
c．在该第二网络站点访问该路由选择；以及
d．利用该路由选择数据来选择该呼叫的第二网络目的地站点。
2．根据权利要求1所述的方法，其特征在于所述网络是对电话呼叫进行路由选择的智能电话网，而且所述第一目的地站点为一服务控制点。
3．根据权利要求2所述的方法，其特征在于步骤(a)中的路由选择数据而非初发端标识或第一目的地标识是由一呼叫方发出的。
4．根据权利要求2所述的方法，其特征在于步骤(b)中的所述数据由一个第一路由器在第一网络站点被改写成一个或多个通常专信息而非路由选择数据的数据字段。
5．根据权利要求4所述的方法，其特征在于步骤(c)和(d)中的访问和应用是在第二网络站点由一个第二路由器完成的，而且其中所述的第一路由器与第二路由器协商路由选择途径。
6．根据权利要求1所述的方法，其特征在于该网络为一广域数据网，而且电话呼叫是在连接到该广域数据网的两个或更多计算机工作站之间的模拟呼叫。
7．根据权利要求6所述的方法，其特征在于在第一网络处，一个第一路由器将路由选择数据写进与该呼叫相关的一数据包中的一个或多个数据字段，而且将该数据包发送到一个第二目的地站点，用于通过一个第二路由器借助路由选择数据实现进一步的路由选择。
8．一种网络中的电话呼叫路由选择系统，其特征在于包括：与第一网络目的地站点相关联的第一路由器；以及与第二网络目的地站点相关联的第二路由器；其中，对于在所述第一网络目的地站点接收的呼叫，该第一路由器将路由选择数据而非呼叫初发端标识或第一目的地标识写进通常专用于一个或多个数据字段而非路由选择数据，并在所述第二网络目的地站点，该第二路由器利用来自该一个或多个数据字段的路由选择数据对呼叫作进一步路由选择。
9．根据权利要求8所述的方法，其特征在于所述网络为一智能电话网，所述第一目的地站点为一服务控制点并且所述第二网络目的地站点是在一呼叫中心的计算机电话集成电话交换机。
10．根据权利要求9所述的方法，其特征在于所述第一路由器和所述第二路由器根据被所述第一路由器写进一个或多个数据字段的数据进行协商。
11．根据权利要求8所述的方法，其特征在于所述网络为一广域数据网，而且所述电话呼叫是连接到该广域数据网的二个或更多的计算机站之间而非电话之间的呼叫，所述计算机提供电话功能。
12．根据权利要求12所述的方法，其特征在于所述广域数据网为互联网，其中，所述呼叫则为互联网协议网络电话呼叫。
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WO1999026395A1 (en) 1999-05-27
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USRE46243E1 (en) 2016-12-20
US6104802A (en) 2000-08-15
AU744340B2 (en) 2002-02-21
ATE384398T1 (de) 2008-02-15
US20020037076A1 (en) 2002-03-28
US6470080B2 (en) 2002-10-22
USRE46060E1 (en) 2016-07-05
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