EP1173968A1 - Procede pour le placement en fil d'attente d'appels entrants et pour leur renvoi automatique de la file d'attente vers les connexions de destination - Google Patents

Procede pour le placement en fil d'attente d'appels entrants et pour leur renvoi automatique de la file d'attente vers les connexions de destination

Info

Publication number
EP1173968A1
EP1173968A1 EP00920788A EP00920788A EP1173968A1 EP 1173968 A1 EP1173968 A1 EP 1173968A1 EP 00920788 A EP00920788 A EP 00920788A EP 00920788 A EP00920788 A EP 00920788A EP 1173968 A1 EP1173968 A1 EP 1173968A1
Authority
EP
European Patent Office
Prior art keywords
call
queue
destination
response unit
routing
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Withdrawn
Application number
EP00920788A
Other languages
German (de)
English (en)
Inventor
Lauri Isotalo
Juha Kavonius
Markku Laihonen
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Elisa Oyj
Original Assignee
Elisa Communications Oyj
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Elisa Communications Oyj filed Critical Elisa Communications Oyj
Publication of EP1173968A1 publication Critical patent/EP1173968A1/fr
Withdrawn legal-status Critical Current

Links

Classifications

    • 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
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • 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
    • H04M3/4228—Systems providing special services or facilities to subscribers in networks
    • 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
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5237—Interconnection arrangements between ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/0016—Arrangements providing connection between exchanges
    • H04Q3/0029—Provisions for intelligent networking
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/58—Arrangements providing connection between main exchange and sub-exchange or satellite
    • H04Q3/62—Arrangements providing connection between main exchange and sub-exchange or satellite for connecting to private branch exchanges
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/64—Distributing or queueing
    • 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
    • H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
    • 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
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • 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
    • 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
    • H04M3/5175—Call or contact centers supervision arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13072—Sequence circuits for call signaling, ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13093—Personal computer, PC
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13096—Digital apparatus individually associated with a subscriber line, digital line circuits
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13103—Memory
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13141—Hunting for free outlet, circuit or channel
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/1322—PBX
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13282—Call forward, follow-me, call diversion
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13345—Intelligent networks, SCP
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13377—Recorded announcement

Definitions

  • the present invention relates to a method, according to the preamble of Claim 1 , for arranging incoming calls to a subscriber number in a queue and for routing the calls from the queue to destination extensions, which are located under two different private branch exchanges (PBX).
  • PBX private branch exchanges
  • Methods of this kind of are used in connection with telephone services implemented in distributed exchange environments, to control queuing and billing for queued calls, when calling a service number.
  • the method is used in connection with telephone services subject to a surcharge.
  • the queuing facility is required, when the provider of the telephone service has no idle service lines at the moment the call is made.
  • a distributed exchange environment refers to a system, which comprises at least two PBXs, which are connected so that common PBX functions can be provided for the extensions of the connected PBXs.
  • Such common PBX functions can be, for example, queuing that operates in the areas of several PBXs.
  • a distributed exchange environment refers to an exchange network, in which several PBXs are connected to operate at least partly together, in a manner similar to a single PBX.
  • queuing is implemented in the PBX of the service producer.
  • queuing can be free initially with a charge imposed later.
  • Free queuing is based on sending a delayed answer message from the service producer's PBX connection to the switching centre of the telephone network. Queued calls are thus connected to the service producer's PBX, which delays answering the calls.
  • This technique has allowed queuing without a surcharge for not longer than the period permitted by the time supervision of the public telephone network. Typically, the time supervision of the public telephone network permits a delay of 2 - 3 minutes between the connection of the call and the sending of an answer message.
  • the PBX of the service producer has had to send an answer message before the time supervision is tripped. If an answer message has been sent, a charge has bee applied to the queuing. If, on the other hand, an answer message has not been sent, the switch of the telephone network has cut off the queued call when the time supervision has tripped. In this case, the queuing has been completely free and the caller has not even been billed for the local call charge.
  • a drawback in the state of the art is that the time supervision of the public telephone network limits the maximum time for surcharge-free queuing, while a charge for the queuing time cannot be freely set.
  • Another drawback in the state of the art is that each call in a queue created in the service producer's PBX also takes up transfer capacity by one call connection between the telephone network and the PBX.
  • Application publication WO 98/35482 discloses a method for dividing calls to a service number between call centres.
  • an incoming call to the service number is received for routing in a DAP (Data Access Point, corresponding to an SCP).
  • the DAP then begins to implement a routing plan for the call and for this purpose sends a query to the call-centre router.
  • the call-centre router also initiates a routing plan routine, on the basis of which it selects a destination call centre for the call.
  • the call centre checks whether the destination call centre number is idle or busy. If the destination call- centre number is busy, the call-centre router sends a queuing query to the parking manager.
  • the parking manager selects and reserves a suitable parking platform for the call and sends its address to the call-centre router.
  • the call-centre router forwards the address of the parking platform to the DAP, which converts it to a physical routing number of the telephone network.
  • the DAP then issues a command to the switchboard to route the call to the selected parking platform, which holds the call for the duration of queuing.
  • the call-centre router monitors when the call centre defined for the call becomes free and, when this happens, requests the parking platform to release the call. The call is then routed forward to the number of the call centre originally defined for the call.
  • Patent publication US 5,444,774 discloses a method, in which calls are routed to destination extensions and, if necessary, to a queue in a Network Voice Response Unit (NVRU).
  • an incoming call to the service number is brought under the control of an ACP (Action Point, corresponds to an SCP), when the ACP uses a signalling network link to contact a database, which maintains the control logic of the service number and information on the state of the destination numbers.
  • ACP Application Point
  • SCP Service Call Processing
  • the ACP is instructed by the database to route the call to the Network Voice Response Unit (NVRU).
  • the call is now routed to the NVRU, which collects information from the caller, according to sent definitions.
  • the destination number becomes available, the NVRU is notified of the idle destination number through the ACP. The call is then disconnected from the NVRU and the collected information is sent to the ACP.
  • ACP routes the call forward to the idle number, and sends the information collected by the NVRU along with the call.
  • Patent publication US 5,600,710 also discloses a method, in which calls to a specific subscriber number initiate a queuing routine in the SCP.
  • the SCP analyses the state of the destination number of the incoming call, and, if the number is idle, routes the call to the destination number. If, on the other hand, the destination number is busy, the SCP routes the call to the voice response unit and monitors when the destination number becomes idle. When the destination number becomes idle, the SCP reviews all the calls queuing for the destination number and routes the call with the highest priority from the voice response unit to the destination number.
  • the invention is intended to create a method, which will permit queuing that saves SCP capacity, but nevertheless offers highly advanced service possibilities, even in a distributed exchange environment.
  • the invention is based on the fact that incoming calls to the service number are always routed by the SCP directly to a response unit.
  • the SCP makes no analysis of possible idle/free destination extensions, instead, the call is held in the response unit during the destination-connection analysis.
  • the queuing function and the assessment of the need for queuing are processed outside the SCP, the network address of a destination extension that has become idle being sent to the SCP from an external server.
  • an incoming call to the service number is generally routed to the Service Switching Point (SSP) of the intelligent telephone network and the intelligent network service according to the selected service number is initiated in the SCP (Service Control Point).
  • SSP Service Switching Point
  • the call is immediately routed to a response unit connected to the service and linked to the network call-centre server, which response unit can receive and terminate calls.
  • the response unit is preferably an IVR device (Interactive Voice Response Unit), so that calls connected to the response unit can be served using voice messages.
  • the network call-centre server communicates with the exchange servers of the PBXs in the PBX network, so that the network call-centre server receives essential information on the state of all extensions connected to the service number.
  • the network call-centre server can issue instructions to the intelligent telephone network (SCP, SSP) to route the call to the extension selected according to the service logic. If all the lines of the service number are busy, the call is left queuing connected to the response unit. Calls connected to the response unit can be freed from the service-number surcharge, or charged a separately-set queuing charge, which can be, for example, lower than the actual service charge. When one of the service number's service lines becomes idle, the network call-centre server instructs the response unit to release the call and the SCP to route the call to the correct number of the correct PBX.
  • SCP intelligent telephone network
  • the invention can be used to connect several PBXs and/or call centres into a single totality in terms of queuing, and also to provide a queuing function independent of the telephone network's time supervision, without unreasonably increasing the load on the SCP.
  • the solution according to the invention has the additional advantage over solutions implemented in PBXs that the telephone link between the service producer's
  • the invention allows centralized queuing to be implemented in PBX networks, outside the actual PBX network, and within the limitations of quite normal intelligent network capacity.
  • the saving in SCP capacity is based on the fact that, when using the present method, the
  • SCP does not have to consider the need to queue incoming calls to the service number, or make destination number analyses.
  • the SCP only issues simple instructions to route the call, to the correct response unit, and carry out some other routine operations.
  • routine operations can be, for example, defining a charge and a code for the call.
  • the SCP only carries out tasks taking up hardly any processor capacity and not requiring the call to be kept under the control of the SCP for a longer time. After all, in known methods, the call must be kept under the active control of the SCP for the time required for various analyses and database queries.
  • routing the call to the final destination connection also only requires the SCP to carry out rapid operations, as, when the present method is applied in a preferred manner, decision-making for the destination number has already taken place in an external server at the moment call- control returns to the SCP.
  • the present method can be used to locate the processing capacity required by the queuing service outside the SCP, where possible momentary congestion in the queuing service cannot endanger the entire intelligent telephone network's smooth operation.
  • the method does not significantly take up valuable SCP capacity, advantageous additional features can easily be added to queuing. Indeed, the method according to the invention has preferable embodiments offering several additional benefits.
  • the invention can be used to define a desired charge for queuing, independently of the final charge for the service call.
  • the invention can also be applied so that information is collected from the caller, during queuing time, before the call is connected to the PBX of the service producer. In a highly preferable embodiment, this takes place in such a way that when a queued call is connected to a customer attendant in the telephone service, the information collected during queuing is immediately at the customer attendant's disposal, for example, on a computer monitor. Thus, the queuing time can also be exploited.
  • Figure 1 shows the operation of one method according to the invention in one possible system environment.
  • FIG. 2 shows the operation of a second method according to the invention in a second possible system environment.
  • arrows are used to show the operations carried out when using the first method, graphic symbols being used to show the members participating in these operations.
  • the system environment of the figure comprises a telephone subscriber connection 101 calling the service number, the SSP centre 102 connected to this, a SCP 103 controlling the SSP 102, a network IVR unit 104 connected to the telephone network, and the service producer's call centres 105, of which there may be a great many, depending on the embodiment.
  • the system can include 3 - 10 call centres 105, for instance.
  • a call centre 105 comprises a PBX 106 and service extensions 107 connected to it.
  • the call centre also includes an exchange server 108, containing the software for controlling the PBX 106, according to the operating logic programmed into the service centre.
  • the system environment includes a network call-centre server 109, with a telecommunications link to the Network IVR unit 104, the SCP 103, and the exchange servers 108 of the call centres 105 connected to a common queuing function.
  • the task of the exchange server 108 is to communicate with the Network IVR unit 104, the SCP 103, and with each call centre 105 connected to the common queuing function, and to co-ordinate their operation to achieve the desired queuing function.
  • the PBX 106 can be, for example, of the PBX (Private Branch Exchange) type.
  • the SSP 102 requests the SCP 103 for instructions for routing the call.
  • the SCP 103 initiates the service relating to the service number and provides the SSP 102 with instructions for routing the call.
  • the SCP 103 instructs the SSP 102 to set the desired queuing charge for the call, for example a charge equal to a local call, and to route the call to the network IVR unit 104.
  • the SCP 103 gives the call a code and places it as the content of a certain signalling message unit field of the telephone network signalling relating to the call. For example, the code can be transmitted using the calling-party field or the REDI (Redirecting Number, the subscriber number that last transferred the call) field.
  • the code is intended to identify the call, so that the individuation data can be transmitted to the system's other operating devices.
  • the code may be, for example, a random number or a sequential number.
  • the SCP 103 also instructs the SSP 102 to wait for what happens later to the call.
  • the SSP 102 routes the call to the network IVR unit 104 and sets a queuing charge of the desired size for the call, for example, a charge equal to the local call charge.
  • the PBXs 106 in the system know the states of the extensions under their control.
  • Each PBX 106 and the PBX-server 108 communicates over a telecommunications link to determine if the extensions belonging to the response series connected to the service number are busy or idle.
  • the PBX-server 108 also controls the operation of the PBX 106.
  • Each PBX-server 108 of the system communicates, through a telecommunications link, the information on the state of the extensions of its call centre 105 to the network call centre server 109, which is thus informed of the state of each extension in the response series. This communication continues without a break.
  • the network IVR unit 104 On receiving a call and the related code from the SSP 102, the network IVR unit 104 answers the call and sends an answer message. On reception of the answer message, the SSP 102 initiates charging of the call, according to the desired charge.
  • the network IVR unit 104 places calls that arrive at the service in a queue and gives callers a queuing announcement or plays queuing music. The announcement may be, for example, a voice message, 'You are in a queue. Please hold the line.'
  • the network IVR unit 104 can also implement intelligent, call-controlling queuing. The caller is then asked for more detailed information during queuing, such as where she or he wants her or his call to be routed.
  • the network IVR unit 104 collects the caller's choices and sends them in a specific form to the network server 109, along with the code identifying the call.
  • the network server 109 decides how and to which extension to route the queued call. For decision-making, the network server 109 contains routing rules for queued calls and other necessary routines. The routing of the call can be influenced by, for example, the calling-party number of the caller, the time, the day of the week, the choices given by the caller to the network IVR unit 104 during queuing, and/or the loading history of the destination extensions that have been defined in the routing rules by the provider of the queuing operation. Once the call's actual destination extension has been determined, the network server 109 informs the network IVR unit 104 that an idle response location is available for the call.
  • the network IVR unit 104 disconnects the call by sending a clear back message to the SSP 102, in which case control of the call returns to the SSP 102.
  • the SSP 102 On receiving the clear back message, the SSP 102 asks the SCP 103 what should next be done with the call.
  • the service logic in the SCP 103 detects the called-party-terminates state and retrieves the routing number defined for the call, from the network server 109. The code given to the call is once again used to identify it.
  • the SCP 103 instructs the SSP 102 to route the call to a specific call number 107 in a specific PBX 106.
  • the SCP 103 also instructs the SSP 102 to set the desired service charge for the call, if the service charge differs from the queuing charge.
  • the SSP 102 routes the call to the correct response location, through PBX 106.
  • the call acts as a normal intelligent network call.
  • the call is then charged for according to the service charge.
  • each PBX may have extensions forming part of several different response series. A single individual extension can also form part of several different response series.
  • Network call-centre server 109 may be simultaneously connected to several network servers in different call centres 105. This is so that for the subscriber number visible to a single customer, queuing may be carried out in the network, with response to the call in question being possible in any suitable call centre 105 connected to the control of the network call centre server 109. Thus, it is possible to control a PBX network with the aid of a network call-centre server 109. Call centres 105, which are controlled by different organizations, can be connected to a network call-centre server 109. Thus, it is possible to use a single network call-centre server 109 to control several different PBX networks.
  • Figure 2 shows one variation, utilizing the notification to the call centre 105 of the code given to the call.
  • the method of Figure 2 is used in a system similar to that in Figure 1, in which service-extension-specific computers 1 10 or terminal devices, intended to be used by customer-service attendants, are added in connection with the PBX-server 108, to the call centres 105 which use the code.
  • the method of Figure 2 includes stages 1 - 1 1 of the method of Figure 1, essentially in the same form, as well as the following procedural stages:
  • the network call-centre server 109 notifies the PBX-server 108 of the call code it has received from the network IVR unit 104, and of the choices entered by the customer.
  • the SSP 102 routes the call through the PBX 106 to the correct response location.
  • the code relating to the call is also transmitted to the PBX, for example, coded in the calling party and REDI field.
  • the PBX 106 forwards the call code and call destination number to the PBX-server 108. The telephone of the customer attendant working at the selected destination extension 107 rings.
  • the PBX-server 108 detects that the codes received from the network call-centre server 109 and the PBX 106 are the same, and logically connects the events and information relating to the codes to each other.
  • the PBX-server 108 opens the correct application in the computer 1 10 of the customer attendant working at the destination extension 107. The opening of the application can also be initiated by a choice given by the user to the network IVR unit 104, and transmitted to the PBX- server 108 through the network call-centre server 109.
  • the information collected from customers in the call queue, during queuing can be, for example, their customer number or, in connection with banking services, their account number. Customers can also be asked which exact service they wish on each occasion. This can take place, for instance, by using a menu function, which asks customers to press a specific number key to select the service they wish.
  • the information collected during queuing can be used to route a service call, once a service line 107 becomes available.
  • the call can be routed, for example, directly to the department or person selected by the customer. An attempt can also be made to route the call to the person or department responsible for serving the customer in question.
  • the queuing system can also be set to operate together with the data system of the service producer, so that the customer information of a customer in the queue and identified during queuing appears on the screen of the computer terminal 1 10 of the customer attendant, when the call is connected to the telephone device 107 of the customer attendant.
  • incoming calls to the service are identified by means of an individuation code defined separately inside the service system.
  • the calling-party information conventionally attached to a call is generally unsuitable for use as an individuation code.
  • the use of only the calling-party number as an individuation code could lead to problems in cases in which more than one call at a time comes from the same PBX and all give the number of the PBX, and not the extension number, as the calling-party data.
  • Certain company PBXs operate in this fashion.
  • the call is first routed to the network IVR unit 104.
  • the call can be routed directly forward, if there is no queue.
  • the caller receives no announcement, instead, the call is transferred rapidly out of the control of the network IVR unit 104.
  • the system can also operate so that, before the call is transferred away from the network IVR unit 104, certain predetermined information is collected from the caller, or the caller receives some kind of welcome announcement, stating that the call is being transferred, for example, to the nearest customer attendant.
  • a welcome announcement can be, for instance, the following, 'Welcome to the telephone service of company X, your call is being transferred to the first available customer attendant.'
  • Queued calls can be placed in the queue, for example, in the order in which they arrive.
  • the call that has been in the queue longest would be the first in the queue and would be routed to the first extension, suiting the call information, that becomes available.
  • queuing priority can also be set differently.
  • the service producer can give priority to calls made from certain calling-party numbers.
  • calls coming from the PBX of, for example, some large customer company can be given priority in the queue.
  • the calling-party information must not be destroyed, at least entirely, when making the individuation code.
  • the individuation code can be placed in some other field than the calling-party number field.
  • the calling- party number, or queuing-priority information can be coded into an individuation code to be placed in the calling-party number field.
  • a method according to the invention When a method according to the invention is used in the case of a call, which is first queued connected to the network IVR and is later connected to the actual service number, two separate billing tickets can be made.
  • the first ticket is made for the call connected to the network IVR and the second for the call connected to the PBX controlling the service number. From the caller's point of view, these two calls are. however, a single call, as the call is not terminated from the calling-party end, when the call is transferred, as another call in terms of the telephone network, from the network IVR to the second called-party address, i.e. to the PBX controlling the service number.
  • two separate tickets are obtained for the queuing part and the actual service- call part of a call made to the service number.
  • Such an embodiment of the invention can thus be used to differentiate, in terms of billing, the queuing and service parts of a service call from each other.
  • These separate billing data can be used, for example, to divide the profit on the call between the telecommunications operator and the service producer.
  • the invention can also be applied in connection with telephone services without a surcharge, or those that are entirely free.
  • a service call can correspond to the price of a local call or be free of charge.
  • the service charge it is also possible for the service charge to be less that the queuing charge.
  • the invention can also be applied in such a way that the connection making the call is only billed for the queuing time, when the caller, for instance, enters the information required by the service, the actual service part being free of charge.
  • call centres 105 which comprise a PBX 106 and a separate PBX- server 108 connected to this over a telecommunications link. It will be, however, obvious to one versed in the art that the functions of the PBX-server 108 can be integrated as part of the PBX 106, thus replacing the separate PBX 106 and PBX-server
  • the network IVR unit 104 and the network call-centre server 109 can be integrated to be performed by the same apparatus.
  • the operations of the network call-centre server 109 can be set to be performed in the SCP 103.

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  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Physics & Mathematics (AREA)
  • Astronomy & Astrophysics (AREA)
  • General Physics & Mathematics (AREA)
  • Telephonic Communication Services (AREA)

Abstract

Cette invention se rapporte à un procédé servant à placer en file d'attente des appels entrants destinés à un numéro d'abonné et à acheminer ces appels de la file d'attente vers des postes de destination (107), lesquels sont placés sous la gestion d'au moins deux autocommutateurs privés (PBX) séparés (106). Dans ce procédé, un réseau téléphonique intelligent (102, 103) sert à détecter un appel à destination du numéro d'abonné, à acheminer cet appel vers un répondeur vocal (104) connecté au réseau téléphonique intelligent, à placer cet appel en file d'attente dans le répondeur vocal (104), à contrôler l'état des connexions de destination (107) et à acheminer cet appel depuis la file d'attente, lors de la détection d'un poste de destination inoccupé (107).
EP00920788A 1999-04-26 2000-04-26 Procede pour le placement en fil d'attente d'appels entrants et pour leur renvoi automatique de la file d'attente vers les connexions de destination Withdrawn EP1173968A1 (fr)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
FI990938A FI108981B (fi) 1999-04-26 1999-04-26 Menetelmä puhelinnumeroon tulevien puhelujen järjestämiseksi jonoon ja ohjaamiseksi jonosta kohdeliittymiin
FI990938 1999-04-26
PCT/FI2000/000361 WO2000065815A1 (fr) 1999-04-26 2000-04-26 Procede pour le placement en fil d'attente d'appels entrants et pour leur renvoi automatique de la file d'attente vers les connexions de destination

Publications (1)

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EP1173968A1 true EP1173968A1 (fr) 2002-01-23

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EP00920788A Withdrawn EP1173968A1 (fr) 1999-04-26 2000-04-26 Procede pour le placement en fil d'attente d'appels entrants et pour leur renvoi automatique de la file d'attente vers les connexions de destination

Country Status (7)

Country Link
EP (1) EP1173968A1 (fr)
AU (1) AU4124000A (fr)
CA (1) CA2371088A1 (fr)
EE (1) EE04733B1 (fr)
FI (1) FI108981B (fr)
NO (1) NO20015023L (fr)
WO (1) WO2000065815A1 (fr)

Families Citing this family (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN100375489C (zh) * 2003-06-05 2008-03-12 中兴通讯股份有限公司 一种实现屏蔽被叫交换机提示音的装置及方法

Family Cites Families (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5444774A (en) * 1992-06-26 1995-08-22 At&T Corp. Interactive queuing sytem for call centers
CA2129942C (fr) * 1993-09-30 1998-08-25 Steven Todd Kaish Reseau de telecommunication a dispositif integre de distribution automatique des appels dans tout le reseau
US5600710A (en) * 1994-07-08 1997-02-04 Bellsouth Corporation Method for providing a recorded message to a telephone caller when called number is busy
US5987116A (en) * 1996-12-03 1999-11-16 Northern Telecom Limited Call center integration with operator services databases
WO1998035482A2 (fr) * 1997-02-07 1998-08-13 Mci Worldcom, Inc. Systeme et procede de mise en garde par indicatif et de transfert d'appels dans un reseau de telecommunications
US6044144A (en) * 1997-02-07 2000-03-28 Mci Communications Corp. Network call parking manager

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
See references of WO0065815A1 *

Also Published As

Publication number Publication date
CA2371088A1 (fr) 2000-11-02
NO20015023D0 (no) 2001-10-16
AU4124000A (en) 2000-11-10
EE04733B1 (et) 2006-10-16
FI990938A0 (fi) 1999-04-26
WO2000065815A1 (fr) 2000-11-02
NO20015023L (no) 2001-12-18
EE200100560A (et) 2003-02-17
FI108981B (fi) 2002-04-30

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