DE102013208110B4 - CALLING A REMOTE COMMUNICATION DEVICE USING A DATA CHANNEL COMMUNICATION PATH - Google Patents

Abstract

A method of conducting communications with a remote communication device, comprising the steps of: (a) receiving a transmission identifier at a data center over a data channel communication path from a remote communication device (RCD); (b) a call center telephone number with the Transmission identifier, the call center telephone number being selected to minimize call costs; (c) the telephone number is sent to the RCD over a data channel communication path; and (d) information associated with the RCD or a user of the RCD is accessed, the transmission identifier comprising a situation-dependent identifier, and the situation-dependent identifier in use identifying an attribute of a situation for which the call from the RCD is is made, wherein the situation-dependent identifier comprises a call code which indicates the priority of a voice call.

Description

TECHNICAL AREA

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

BACKGROUND

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

From the U.S. 6,130,933 A a combination of telephone connections and data connections is known. The combination makes it possible to establish a telephone connection to a call center using a browser. The US 2009/0168974 A1 teaches how to route emergency calls to emergency call centers using a vehicle telematics unit. From the EP 0 843 454 A2 it is known to provide customers with a telephone number of a call center via an Internet connection. Furthermore describes the US 6,654,457 B1 the distribution of calls within a call center.

The object on which the invention is based is to enable a customer to communicate with a call center as simply and inexpensively as possible.

The object is achieved by the subjects of the independent claims.

SUMMARY

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

In accordance with one embodiment of the invention there is provided a method of conducting communications with a remote communication device comprising the steps of: (a) receiving a transmission identifier at a data center over a data channel communication path from a remote communication device (RCD), the Call center telephone number is selected in such a way that the call costs are minimized; (b) associating a call center telephone number with the transmission identifier; (c) the telephone number is sent to the RCD over a data channel communication path; and (d) accessing information associated with the RCD or a user of the RCD. The transmission identifier includes a situation-dependent identifier, the situation-dependent identifier, when used, identifying an attribute of a situation for which the call is made by the RCD, the situation-dependent identifier including a call code that indicates the priority of a voice call.

Figure list

• 1 ein Blockdiagramm ist, das eine Ausführungsform eines Kommunikationssystems zeigt, das das hierin offenbarte Verfahren verwenden kann;
• 2 ein Blockdiagramm ist, das zusätzliche Details von Abschnitten eines Kommunikationssystems wie das von 1 zeigt oder das bei anderen Ausführungsformen verwendet werden kann; und
• 3 - 5 beispielhafte Ausführungsformen unter Verwendung von Anrufflüssen zeigen, um Verfahren zum Ausführen von Kommunikationen unter Verwendung einer entfernten Kommunikationseinrichtung zu zeigen.

One or more embodiments of the invention are described hereinafter in conjunction with the accompanying drawings, in which like reference characters denote like elements, and wherein:

• 1 Figure 3 is a block diagram showing one embodiment of a communication system that may use the method disclosed herein;
• 2 FIG. 13 is a block diagram showing additional details of portions of a communication system such as that of FIG 1 shows or that can be used in other embodiments; and
• 3 - 5 Figure 10 shows exemplary embodiments using call flows to show methods of performing communications using a remote communication device.

DETAILED DESCRIPTION OF THE SHOWN

EMBODIMENT (S)

• Eine mobile Kommunikationseinrichtung (MCD) ist eine tragbare drahtlose elektronische Einrichtung, die eine Sprach- und Datenkommunikation unterstützt. MCDs umfassen Fahrzeugtelematikeinheiten, in der Hand gehaltene Einrichtungen, wie beispielsweise tragbare Mobiltelefone, und andere drahtlose Kommunikationseinrichtungen, wie beispielsweise entfernte Überwachungs-, Diagnose- oder Steuereinrichtungen.

The following terms have the meanings given:

• A mobile communication device (MCD) is a portable wireless electronic device that supports voice and data communication. MCDs include vehicle telematics units, hand-held devices such as portable cell phones, and other wireless communication devices such as remote monitoring, diagnostic, or control devices.

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

A telematics service provider (TSP) comprises an organization, or a plurality of organizations, that provides data, information, control and / or other services (collectively referred to as telematics services) for users of an MCD or other RCD. TSPs include: (1) wireless service providers who wirelessly provide telematics services to users with RCDs; (2) wired service providers that deliver telematics services over PTSN, Internet and / or other wired connections; and (3) service providers who deliver telematics services using a combination of wireless and wired communication paths. The users can be subscribers, such as in the case of vehicle telematics service providers or other companies that provide information, entertainment, or other paid service subscriptions. The users may be other consumers of the services (such as patients of a home health care company or hospital system, or subscribers to residential or commercial alarm monitoring or other security services) or members of the public who generally require government or other organizational services such as emergency services, which are provided by the rescue service, police and fire brigade via a control center (PSAP). The user can be the TSP himself, such as when a company's employees work in the field or when the company uses remote equipment.

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

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

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

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

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

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

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

Communication system -

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

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

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

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

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

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

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

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

The vehicle electronics 28 also comprises a number of vehicle user interfaces that provide vehicle occupants with a means for providing and / or receiving information and the microphone 32 , the push button (s) 34 , the audio system 36 and the visual display 38 include. As used herein, the term “vehicle user interface” broadly encompasses any suitable form of electronic device, including both hardware and software components, located on the vehicle and enabling a vehicle user to communicate with or about a component of the vehicle. The microphone 32 provides an audio input to the telematics unit to enable the driver or other occupant to provide voice commands and via the wireless carrier system 14th Make hands-free calls. For this purpose, it can be connected to an in-vehicle automated language processing unit that uses a human-machine interface technology (HMI technology) known in the art. The push button (s) 34 enables / enable manual user input in the telematics unit 30th to initiate wireless phone calls and provide other data, an answer, or control input. Separate push buttons can be used to provide unlike regular service support calls to the TSP facilities 20th Initiate emergency calls. The audio system 36 provides audio output for a vehicle occupant and can be a dedicated, stand-alone system or part of the primary vehicle audio system. In accordance with the particular embodiment shown herein, the audio system is 36 functional with both the vehicle bus 44 as well as the entertainment bus 46 coupled and it can provide AM, FM and satellite radio, CD, DVD and other multimedia functionality. This functionality can be provided in conjunction with or independently of the infotainment module described above. The visual display 38 is preferably a graphic display such as a touch screen on the dashboard or a heads up display that is reflected off the windshield and can be used to provide a variety of input and output functions. Various other vehicle user interfaces can also be used since the interfaces of 1 are just an example of a particular implementation.

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

Apart from using the wireless carrier system 14th For example, another wireless carrier system in the form of satellite communication can be used to provide unidirectional or bidirectional communication with the vehicle. This can be done using one or more communications satellites 62 and an uplink transmission station 64 respectively. A unidirectional communication can include satellite radio services, for example, in which program content (news, music, etc.) is transmitted by the transmission station 64 is received, packaged for upload and then sent to the satellite 62 which broadcasts the programs to participants. For example, bidirectional communication may include satellite telephony services using the satellite 62 use to make phone calls between vehicles 12 and the station 64 forward. When used, this satellite telephony can either be in addition to the wireless carrier system 14th or used in place of this.

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

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

In one embodiment, the computer can 18th an RCD that could be used in conjunction with wired telematics services provided by the TSP 20th or another TSP are provided; for example, either in connection with the provision of telematics services or for other applications, such as for home health care services, security for home applications, etc. A data and voice communication via the Computer can run using an Internet connection via, for example, TCP / IP and VoIP.

The TSP facilities 20th are designed to be the vehicle electronics 28 provide a number of different system backend functions and other wireless services and generally include a data gateway in accordance with the exemplary embodiment shown herein 79 , optional switches 80 , Server 82 , Databases 84 , human advisors 86 as well as an automated speech output system (VRS) 88 , all of which are known in the art. These various TSP facility components are preferably over a wired or wireless local area network 90 coupled together. Database 84 may store subscriber account information such as subscriber name and other contact information, subscriber authentication information, vehicle identifiers, profile records, spoken language (s), behavioral patterns, and other corresponding subscriber information. Data transfers can also be carried out by wireless systems such as 802.11x, GPRS, and the like. Although the embodiment shown is intended to be used in conjunction with staffed TSP facilities 20th using the human advisor 86 used, it should be noted that the TSP facilities use the VRS instead 88 can use as an automated advisor or a combination of the VRS 88 and the human advisor 86 can be used.

The desk 80 , which can be a telecommunications system (PBX) switch, forwards incoming signals in such a way that voice transmissions are usually either through a normal telephone to the human advisor 86 or using VoIP to the automated speech response system 88 be sent. The human advisor's phone can also use VoIP, as indicated by the dashed line in 1 is shown. VoIP and other data communications are handled through the data gateway 79 and the network 90 executed.

Other data communications can be made with the TSP 20th over the switch 80 and can be implemented via a modem (not shown) or frequency selection techniques as known in the art. However, as explained below, various embodiments may be used in accordance with the disclosed methods to establish data connections that are not based on frequency selection or modem based voice channel transmissions at all, thereby eliminating the PBX switch entirely 80 and data through SMS, a packet-switched or other data channel communication path through the data gateway 79 enter the TSP facilities and voice over a circuit-switched connection to the ground network 16 enters the TSP facilities.

In the embodiment of 1 include the TSP facilities 20th both a data center (which is the gateway 79 , the server (s) 82 , the database (s) 84 and the network 90 includes) as well as a call center (which includes the consultants 86 and the illustrated telephones and computer terminals associated with the data center, the VRS 88 and share the network 90 are connected). In some embodiments, the TSP facilities may be implemented by one or more central facilities, at least some of which have a data center and a call center integrated as shown. In other embodiments, the data center operations and the call center operations may be forked and each carried out using one or more geographically separate facilities with appropriate communications links between the various facilities as required. An exemplary use of this facility separation includes having call center operations set up in different countries for one or more reasons, such as labor and / or communication costs, or for the availability of native speaker advisors to support the language needs of different subscribers .

Well on 2 Also referring to this, a detail of the infrastructure is shown which is part of the system 10 from 1 can be used or can be used as part of a separate embodiment. And it should be noted that while 1 Figure 3 shows an embodiment suitable for providing wireless telematics services to a vehicle user, the vehicle 12 is just one of a number of different types of MCDs and that the system of 1 could instead be used to provide wireless services to a handheld cell phone user, or to other remote facilities such as those used in home security systems, for remote monitoring used in health care, first aid services, etc. could be used. 2 shows a more general embodiment in this regard 100 that it is not uniquely designed for use with a vehicle telematics unit, but can be used for a wide variety of other types of wireless services provided by a TSP using mobile devices operated by a Participant or another user are used.

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

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

In the case of vehicle telematics services, the applications 170 provided by or via the TSP include stolen vehicle tracking and tracing, theft notifications, crash alert notification, emergency call, roadside assistance, remote door lock / unlock, navigation services, vehicle diagnostics, and any other services.

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

Procedure -

Well on 3 - 5 Referring now to, various methods of performing communications using an MCD, such as the vehicle, are 12 , or the more general MCDs mentioned above 11 , 13 , 15th shown. These methods represent only one embodiment and many others will become apparent to those skilled in the art. It should also be noted that although these methods are described in such a way that they can be carried out over a wireless network, as shown in FIG 1 and 2 as shown, they are also applicable to wired communication. Each method is shown as a call flow showing the communication between the MCD and the TSP's data center / call center. Each of the flows shown may include one or more steps that take place between communications sent in each direction, as follows will be explained and understood by those skilled in the art. The procedure starts in step 202 and begins by sending a call request from the MCD to the TSP using a data channel communication path, in this case a packet switched data connection. This call request can be initiated by the MCD user, for example by initiating a TSP service call from the MCD, for example via an app (application) in the case of an MCD of a cellular handset or by pushing the button 34 or a voice command via the microphone 32 in the case of a vehicle telematics MCD as in 1 shown. The call request can also be initiated automatically by the MCD or an associated device, for example by initiating a call in response to a crash sensor on the vehicle 12 indicating the occurrence of a collision.

The call request includes one or more transmission identifiers that can be used to identify the caller, the calling MCD, or the purpose or priority of the call. In the example shown, the call request includes three mobile device identifiers - an MCD-SN (serial number), the MCD phone number and data indicating the wireless technology (e.g. CDMA or 4G) used by the MCD. The call request may also include additional data, in this case including the MCD location, which can be obtained using a GPS receiver on the MCD or in some other way. For a vehicle telematics application like in 1 the MCD-SN can be shown the chassis number of the vehicle (ie an identifier belonging to the vehicle 12 is assigned to which the telematics unit 30th or a telematics unit serial number (e.g. an ESN), the MCD phone number could be the telematics unit phone number, the wireless technology data would be the type of cellular communication circuit 50 and the location would indicate the vehicle location as indicated by the GPS receiver 40 determined include. For other applications, similar identifiers could be provided or different or additional transmission identifiers and other data usable or possibly usable by the TSP in providing the initial call setup or other services. For example, for a handheld mobile phone, possible mobile device identifiers include the mobile phone number, the mobile phone hardware address, the serial number, the data certificate, the associated device name, or the wireless technology used for the mobile unit (e.g. voice capability, data capability, voice and data capability), etc.

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

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

In another example, where a mobile device identifier or user identifier is included in the call request that allows access to a database record for that user, the user information accessed from the database can be used in selecting a call center telephone number. For example, a specific language requirement of a user (e.g. speaking Spanish) stored in the user record in the database can be accessed and used to select a call center telephone number associated with an advisor who fulfills this language requirement (e.g. who also speaks Spanish). This could make it possible to assign a telephone number for a call center which is staffed by a country in which the identified language is spoken or is geographically located in this. As another example, a subscriber account status (eg, expired versus balanced) can be checked and a call center phone number can be assigned based at least in part on the account status.

Apart from using the transfer identifier or other additional data sent with the call request to select a temporary call center telephone number, the transfer identifier and / or additional data can be used when receiving a voice call for the associated number to send the voice call to to forward (connect with) a suitable advisor. Thus, in the aforementioned account status check, a call received by a central facility call center can be internally routed to a subscription service department if the account is not balanced as opposed to routing it to an advisor trained to do so Provide subscriber services. Or the voice request with regard to a caller can be used not to select and assign a specific call center telephone number, but to forward the voice call, as soon as it has been received, to an advisor who corresponds to this voice requirement. This can be useful, for example, if a call center has different consultants within the facility who speak different languages.

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

Determination of whether some or all of the available call request and user / MCD data is being used may depend on the particular call center operations. For example, if consultants can work in independent locations (e.g. outside their own homes), the available data can be used to select a particular consultant and thus the telephone number for that consultant. Then when the MCD puts the voice call back on that number, it goes straight to that advisor in his home. However, if a call center is used that is manned by many advisors, all in the same facility and on the same internal telephone system, the associated telephone number sent to the MCD can be used not to access a particular adviser directly, but rather to generally call this call center and then internally access the additional available information about the user or the user's MCD, which additional information is then used to identify a suitable advisor and route the voice call to that advisor.

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

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

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

As soon as the voice call has ended, the temporarily assigned call center telephone number can be discarded by the MCD and it is returned to the call center in the pool of available telephone numbers.

Well on 4th Referring now, there is shown a second method of performing communications with an MCD. This procedure can be performed in the same way as in 3 (or on another), sending a call request containing at least a transmission identifier and possibly additional data. This call request can be sent over a data channel communication path such as a packet switched connection. In this embodiment, the MCD telephone number is sent as part of the call request, thereby allowing the TSP to directly call back the MCD using that telephone number. Thus, this method includes MCD call origination which actually includes the voice call being initiated by the call center. If desired, the call request can be specifically acknowledged; for example, a return data message indicating that the call center will call within the next "n" seconds. This can be useful in providing a short window of time in which to return the call to the call center as a way of helping to authenticate the incoming call to the MCD. The voice call can be made by the advisor or automatically by the call center and then connected to a suitable advisor. As with the above procedure 200 For example, the transmission identifier and / or additional data received with the call request can be used to select a suitable advisor. Once the voice call has been made with the MCD, the required or desired services can be related to the caller as above 3 explained and the session can then be ended.

One advantage of the 4th is that it receives the MCD telephone number for the voice call back dynamically and does not rely on a database lookup based on the MCD serial number or other identifier. This can be useful in cases where the MCD phone number may have changed since the facility's database record was last updated. This can also eliminate the need for the TSP to be involved in assigning telephone numbers to the MCD.

5 provides another more detailed account of the process of 3 ready, with the TSP data and the voice call flows bifurcating into those going through the data center 120 and those handled by the call center 122 handled, divided. This embodiment is an example of how such call flows can be separated between the two operations, but other implementations are possible and will be apparent to those skilled in the art.

In the embodiment of 5 upon receiving the call request from the MCD, the data center accesses information pertaining to the user (and may include information about the user's MCD) and sends it to the call center for use by the consultant making the voice call eventually handles. As shown, this user data is sent to the call center together with the call code originally included in the call request. They can be used in selecting the associated phone number that will be returned to the MCD, but can also be provided to the consultant for use in initiating the voice call so that there is very little or no delay between the start of the voice call and gives the advisor access to the user information. This helps in speeding up the delivery of services to the user and improving the customer experience. Some of the user information that may be useful in beginning the voice call includes the user name, account subscriber information, or information about or associated with the MCD. Thus, in a vehicle telematics application, the information provided to the advisor prior to or upon initiation of the voice call can include the subscriber's name and make / model / year of the vehicle, allowing the advisor to communicate in a familiar and friendly manner start, such as “Hello, Mr. Simon. How is your new Camaro? "

As mentioned above, in using a data channel communication path, various embodiments can be implemented including some that use a PBX with ACD / CTI (Automated Call Distribution / Computer Telephony Integration) and some that do not. For example, if a PBX / CTI architecture is used, when a data call is received at the data center, it might not be necessary to extract and / or use any of the relayed information other than the transmission identifier, but this process can continue until after Receiving the voice call from the vehicle can be postponed (e.g. postponing a lookup of user or MCD information in a database). Only one telephone number from the pool is assigned for the received data call (e.g. via the received transmission identifier) and this telephone number is sent back to the vehicle. When the telephone call is received, then other information from the data call (calling code, location) can be used or a database look-up based on the transmission identifier or other information from the data call can be used and this can be used to determine the appropriate one Identify advisors (e.g. based on a language preference) and / or deliver the accessed data to the adviser receiving the call. When used to select a consultant, the call can then be switched to this consultant, and the data can also be provided to this consultant.

As another example, for a TSP that does not use PBX and ACD / CTI architecture, when an incoming data call enters the data center, the transmission identifier and / or other information from the data call can be used to either select an appropriate advisor the information itself or based on a database look-up using the information. A phone number for the consultant can then be returned to the MCD via a data call. The accessed information is then communicated to the appropriate advisor, and this can be done immediately or after the MCD has used the associated phone number to make the voice call. Thus, when the telephone call is received, the adviser has the desired information available at the beginning of the call. If a PBX / CTI is not required, the consultant does not need to be physically at the TSP facility, but can use the services from home or another location where the consultant can handle voice and data communications from the MCD and the data Center can receive.

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

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

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

As those skilled in the art will recognize, the procedures of 3 - 5 implemented by particular machines each using a processor, memory, and program instructions stored in the memory and which, when executed by the processor, cause the particular machine to perform at least a portion of the methods disclosed above. For example, the RCDs, whether they are a vehicle telematics unit, hand-held cellular phone, or other wireless or wired device, may include a processor, programmed memory, and wireless communication circuitry that the RCD for certain applications of the memory programmed software specific. Similarly, the TSP facilities include 20th (a) server 82 for special purposes, a database / databases 84 and other specific devices that make their use and function specific to certain wireless services. The memory used may be a computer readable memory comprising a non-volatile data storage device that does not require constant electrical power to maintain its programming; Examples include flash memory and other types of NVRAM (non-volatile random access memory), ROM (read-only memory); Semiconductor memories such as EPROM (Erasable Programmable ROM), EEPROM (Electrically Erasable Programmable ROM), magnetic or optical disks or tapes; and / or the like.

It is to be understood that the foregoing is a description of one or more embodiments of the invention. The invention is not limited to the particular embodiment (s) disclosed herein, but is defined only by the claims below. Furthermore, statements contained in the foregoing description relate to particular embodiments and are not to be viewed as limitations on the scope of the invention or the definition of terms used in the claims, unless a term or phrase is expressly defined above . Various other embodiments and various changes and modifications to the disclosed embodiment (s) will become apparent to those skilled in the art. All other embodiments, changes and modifications are intended to be within the scope of the appended claims.

As used in this specification and claims, the terms "eg", "for example", "for example", "such as" and "how" and the verbs "comprise", "have", "include" and their others are intended to be used Verb forms, when used in connection with a listing of one or more components or other elements, are each considered to have an open ending, which means that the listing should not be viewed as excluding other additional components or elements. Other terms are intended to be viewed using their broadest reasonable meaning when not used in a context that requires a different interpretation.

Claims (10)

A method of conducting communications with a remote communications device, comprising the steps of: (a) a transmission identifier is received at a data center over a data channel communication path from a remote communication device (RCD); (b) a call center telephone number is associated with the transmission identifier, the call center telephone number being selected in such a way that the call costs are minimized; (c) the telephone number is sent to the RCD over a data channel communication path; and (d) information is accessed which is associated with the RCD or a user of the RCD, wherein the transmission identifier comprises a situation-dependent identifier, and wherein the situation-dependent identifier, when used, identifies an attribute of a situation for which the call is made by the RCD, the situation-dependent identifier comprising a call code indicating the priority of a voice call. Procedure according to Claim 1 , wherein the RCD is a telematics unit installed in a vehicle, wherein at least steps (a) and (c) are carried out by a data center, and wherein the method further comprises that at a call center the voice call is received by the Vehicle telematics unit is initiated using the telephone number. Procedure according to Claim 2 further comprising the steps of providing the accessed information to an adviser at the call center and connecting the voice call to the adviser. Procedure according to Claim 1 , the method further comprising receiving a voice call initiated by the RCD using the telephone number at a call center and identifying a voice request using the accessed information, the step of connecting further comprising the Providing a voice call to an advisor based at least in part on the identification of the voice request. Procedure according to Claim 4 wherein the phone number is selected based at least in part on the voice requirement. Procedure according to Claim 2 , the call center and the data center being located at different central facilities. Procedure according to Claim 1 wherein the transmission identifier also comprises a remote facility identifier or a user identifier, or any combination thereof, and wherein: the remote facility identifier, in use, comprises a unique identifier associated with the RCD; and the user identifier, in use, comprises a subscriber identifier associated with a user of the RCD. Procedure according to Claim 1 wherein step (b) further comprises obtaining the telephone number from a pool of available telephone numbers based at least in part on the transmission identifier received during step (a). Procedure according to Claim 1 wherein step (b) further comprises obtaining the telephone number from a pool of available telephone numbers, and wherein the method further comprises the steps of: during the voice call, both voice and data communication is in progress, the voice call is terminated and the phone number is returned to the pool of available phone numbers. A data center comprising: at least one computer server connected for communication with a remote communication device over a wireless or wired network; a database accessible by the server; wherein the server serves to the method according to Claim 1 execute.

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