EP1461964A1

EP1461964A1 - An arrangement related to a pabx

Info

Publication number: EP1461964A1
Application number: EP02789076A
Authority: EP
Inventors: Juho Huopaniemi
Original assignee: Trio AB
Current assignee: EMBLACOM AB
Priority date: 2001-11-28
Filing date: 2002-11-21
Publication date: 2004-09-29
Also published as: AU2002353706A1; SE0103995L; SE520500C2; WO2003058983A1

Abstract

The present invention relates to a PABX system (1) in which each of a number of telephone connections is allotted its respective mobile telephone apparatus (4, 5) which can be connected to a mobile telephone telecommunications system (2), wherein a telephonist (T) is assigned to one (4) of said mobile telephone apparatus, wherein the system also includes a first unit (6a) which is related to or connected to the mobile telephone system and which is adapted to initiate and/or to implement one or more of the coupling functions that are normally assigned to a PABX, wherein the PABX-system further includes a second unit (6b) which is co-ordinated with the first unit and adapted to implement one or more control functions or check functions and further includes a third unit (6c) adapted to implement one or more switchboard functions. An information transfer connection (8) can be setup between said first is and second units (6b, 6e) and said third unit (6c) via an available Internet (9'). The co-ordination of software (6b1 and 6e1) affords an increase in the number of available interception services.

Description

AN ARRANGEMENT RELATED TO A PABX

A field of invention

The present invention relates generally to an arrangement related to a Public Automatic Branch Exchange (PABX) system, and more particularly to such a system in which each exchange related extension is assigned an individual mobile telephone apparatus or set, wherein each of said mobile telephone apparatus can be connected to and within a mobile telecommunication system via radio communication.

More particularly, the present invention relates to a PABX-system in which at least one of said mobile telephone apparatus or sets can be assigned to a telephonist.

An arrangement or an intercept system, according to the present invention, is based on a system that includes functionally a first unit, which is related to or connected to the mobile telecommunications system and which is adapted to initiate and/or implement one or more of the coupling functions normally assigned to a PABX- system, among other things by initiating and controlling coupling functions in the mobile telecommunications system, a second unit, which is co-ordinated with said first unit and which is adapted to implement one or more control or check functions, and a ftiird unit, which is adapted to initiate and implement one or more switchboard func- tions.

A description of the background art

Several different embodiments of methods and arrangements relating to intercept systems of the above general kind are known to the art. Generally speaking, different interception functions can be implemented in telephone exchange systems relatively easily in respect of fixed telecommuncations networks, whereas implementation of such interception functions has been found much more difficult to implement in the case of mobile telecommunications networks, requiring the use of an auxiliary system, with regard to applications in the mobile telecommunications network.

The present invention relates to such an interception system or auxiliary system that co-acts with a mobile telecommunications network.

With regard to a different coupling arrangements related to interception systems that are adapted to mobile telecommuncations systems, it can be mentioned that there is known and has been earlier proposed a mobile telecommuncations system to which a complete PABX-system has been connected, where the PABX extensions have been given the form of mobile telephone apparatus.

It is also known that the interception system will normally present certain limitations, and therewith associated drawbacks, in the case of such simple and direct coupling of said connections.

For example, it has been found that certain functions belonging to the exchange and related to the interception system cannot be implemented. It can be mentioned in this respect that in the case of certain applications and combinations, the function "recall" cannot be implemented, and that in certain combinations the telephonist serving the PABX will be totally unaware of the fact the a chosen connection is busy.

The telephonist serving the PABX-system will via a set up fixed connection be in an information-transfer mode with the exchange and its different functions, so as to be able to initiate and control functions within the exchange and therewith, secondarily, also be able to control the switching functions of a mobile telephone system. In other contexts, it is also known to use units that are adapted to implement those functions, or at least selected functions, normally assigned to a PABX or a pri- vate automatic branch exchange.

The co-action between a PABX and a fixed telecommunications system (PSTN) that can provide a service level, which cannot be provided by a mobile telecommunications system (PLMN) itself, is known from Swedish Patent Publication 98 03174-3. This prior publication teaches a telecommunications system (1) which includes a general telecommuncations network (2) to which there is connected a number of telephone apparatus (21 , 22, 23), wherein a calling apparatus (23) is able to initiate and to effect coupling of said calling apparatus to a called apparatus (22, 23) via switching means (2a) belonging to the telecommunications network. The tele- communications network has related thereto an exchange function, which can be connected to an input port or to an input line (3b) for equipment (4) including switching functions, among other things, via an output port or an output line (4a) assigned to the extension set. A PABX-function (3) and peripheral extension sets (21) belonging to the equipment (4) are interconnected to the telecommuncations network as a network- adapted apparatus, and an output port or line (4b) for the equipment (4) is connected to the telecommunications network (2), whereby said peripheral extension set or ap- paratus (21) can be assigned services belonging to said PABX.

Also known to the art, from Swedish Patent Application 99 02108-1 , is a data network adapted to a telecommunications system (1) and which includes a number of apparatus (9), wherein each of said apparatus can be assigned a specific data network address, a data address, and an address register (11), in which the data ad- dresses of said apparatus (9) are stored, among other things.

An interception system (7) designed for telephone number identification is connected to a data network (16), designed for data address identification, whereby a call incoming to the data network or a call initiated in the data network to a called apparatus functions to evaluate or establish whether or not the called apparatus has been referred to via the interception system (7), through the medium of data network circuits or data network related to connected circuits.

If such is the case, a data address related to the interception system (7) is sent, together with a telephone number identification, to the interception system (7). The interception system (7) is adapted to generate, on the basis of said tele- phone number identification, a new address or the like corresponding to a stored and chosen interception service, and to establish a connection to said new data address or its like.

References made to the co-action between a PABX, such as a private exchange sold by Ericsson, Sweden under the designation MD110, and an interception unit, such as an interception unit sold by TRIO AB, Sweden, under the designation "Trio Present Office", for the exchange of information therebetween over fixed and physical lines.

With regard to a mobile telecommunications systems, in other words systems that can utilize mobile telephone apparatus or sets and which can co-act with stations or base units included in the mobile telecommunications system over wireless connections, such as radio connections, and which utilize a private branch exchange to provide a service level, which cannot be provided by the mobile telecommunications system alone, it is known to provide the possibility of initiating and controlling cou- pling functions within the mobile telecommunications network from a telephonist positioned in and using office space within a company.

It is also known that each network operator in the mobile telecommunications system that does not have its own fixed mobile telephone network at its disposal is forced to hire capacity, lines and channels from another network operator that disposes over a fixed network and which is also a competitor in other respects.

Naturally, network operators that have no access to their own fixed mobile telecommunication network can take the drastic and highly expensive step of establishing a radio link for their own signal transmission. Also known to the art are a private automatic branch exchanges PABX, or complete units that provide functions corresponding to those provided by such an exchange, consisting normally of co-action between different functional parts, a switching unit, a control unit, and a telephonist switchboard unit, where a telephonist keyboard and a display screen or surface are, in principle, coupled to the control unit. With regard to the significant features associated with the invention, it can be mentioned that it is known to transmit sound and data information over the "Internet", from a transmitter to a receiver and vice versa. It is also known to secure the transmission of information through the medium of firewalls.

It is also known to create in fixed telecommunications systems conditions for selecting one telephonist from among a number of available telephonists on the basis of criteria allotted to a call incoming to the switchboard of private branch exchange. It is also known to endeavour to create in a mobile telecommunications network a private branch functions that correspond to those functions that can be implemented in a fixed telecommunications network, although these endeavours have not hitherto resulted in an adequate result.

Summary of the invention

Technical problems

When taken into considerations the technical deliberations that a person skilled in this particular art must make in order to provide a solution to one or more technical problems that he/she encounters, it will be seen that on one hand it is necessary initially to realize the measures and/or the sequence of measures that must be undertaken to this end, and on the other hand to realize which means is/are required in solving one or more of said problems. On this basis, it will be evident that the technical problems listed below are highly relevant to the development of the present invention.

Because the present invention is based on the provision of a number of features that can be used in combination or separately, the technical problems associ- ated with each of these features have been co-ordinated in the following text.

NAS (Network Attendant Service)

When taking into consideration the present state of the art as described above it will be evident that a technical problem resides in realizing the significance of and the advantages associated with a private automatic branch exchange system, in which each extension of a number of exchange extension shall be allocated a respective mobile telephone set, which can be connected to a mobile telecommunications system via radio communication, and where each of said mobile telephone sets is assigned or allotted a telephonist, wherein said system also includes an intercep- tion system related to or connected to said mobile telecommunications system, wherein said interception system can functionally be considered to include a first unit that is adapted to initiate and/or implement one or more of the coupling/switching functions normally assigned to a PABX, a second unit co-ordinated with said first unit and adapted to implement one or more control or check functions, and a third unit adapted to implement one or more telephonist switchboard functions, and to create conditions which enable the PABX functions to be extended.

Another technical problem is one of creating such conditions that will enable the number of exchange functions to be increased when in an interconnected state with an existing unit, such as the unit marketed under the designation "Mobicentrex" by TRIO AB, Stockholm, Sweden, and therewith considerably increase the value of the service normally afforded by a mobile subscriber exchange.

Another technical problem resides in the ability to create conditions, which obviates the need for a subscriber to purchase additionally equipment, such as equipment that shall be placed within an subscribers own domain or office space. Another technical problem resides in the ability to create conditions, which allow all hardware and all software to be placed within an operators own domain, such as within mobile telephone centres, with regard to the enhancement of service level. Another technical problem resides in the ability to create conditions, which require for the subscriber solely access to a mobile telephone apparatus, an Internet connection, and software related to an appropriate Browser, with regard to said enhanced service level. Another technical problem resides in the ability to create conditions, which enable such enhanced service levels to be adapted particularly efficiently for large and average-sized companies.

Another technical problem resides in the ability to provide conditions for providing for the enhanced service level a graphic telephonist node, where the actual application is coordinated with the operators network.

Another technical problem resides in the ability to create conditions to provide for the enhanced service level functions as a queue arrangement for direct calls, controlled or switched calls and recalls.

A further technical problem resides in the ability to create conditions, which will enable the telephonist to obtain a graphic presentation of each individual chosen extension with regard to said enhanced service level, and therewith allow the graphic presentation to be co-ordinated with; a. queue-panel - showing relevant queue information; b. a call-panel - showing information concerning incoming and outgoing calls, c. a route-panel - showing information relating to call switching routes; d. a call processing panel; d1. call transfers, d2. call announcements, d3. switching between extensions, d4. call parking, d5. call clearing. In addition to providing the enhanced service level, a further technical problem is one of being able to provide conditions in which the operator of a mobile telecommunications system obtains a number of advantages, by virtue of enabling an earlier installed PABX-unit, connected to the fixed telecommunications network, to be eliminated, and instead to provide a system in which the operator can expect greater utilization of its services. Another technical problem resides in creating conditions which, in addition to said enhanced service level, also provide a mobile subscriber exchange arrangement by which it can be expected a higher degree of subscriber loyalty.

A further technical problem resides in the ability to provide conditions which, in addition to said enhanced service level, also provide a number of subscriber and company advantages, by virtue of the fact that the novel subscriber exchange arrangement with mobile telephone apparatus can be handled in the same way as traditional subscriber exchanges, among other things by allowing a call to a mobile extension, that does not answer, automatically to be re-connected as a recall in the same way as a fixed extension in a PABX.

A further technical problem resides in the ability to create conditions which, in addition to the enhanced service level, can also provide the subscriber with the possibility of placing one or more telephonist within the range of the network, and by enabling each telephonist to use any mobile telephone apparatus what so ever for logging-in and providing a service, wherein a telephonist may also operate from home, provided that an appropriate Internet connection is available.

Another technical problem is one of providing conditions which, in addition to said enhanced service level, can provide greater mobility, in that greater use of mobile telephone apparatus or sets within a company is able to increase internal effi- ciency.

Another technical problem resides in the ability to create conditions which, in addition to said enhanced service level, can provide a queue-arrangement and function, which will enable the subscriber intended or offered service to be increased in the case of a recall function, activated from a call to an unanswered extension. Another technical problem resides in the ability to create conditions which, in addition to said enhanced service level, requires the use of second unit that includes a processor unit with associated memories, and a first software setup, for implementing chosen functions related to a PABX and to supplement said second unit with a second software setup, so that further chosen functions related to said PABX can be implemented.

Still another technical problem resides in the ability to create conditions which enable said second software setup to be placed centrally within the mobile telecommunications system. Another technical problem resides in the ability to realize the significance of and any advantages afforded by the creation of conditions in which said second software setup is adapted to control a telephonist categorizing system.

Another technical problem resides in the creation of conditions in which said memory has stored therein a number of telephonist places in respect of said enhanced service level, in which said telephonist places are supplemented with information concerning the ability and suitability of the telephonists in said telephonist places to answer incoming calls, in which a unit evaluating call criteria and a control unit which calls a categorised and by said control unit chosen telephonist on the ba- sis of providing call criteria.

Still another technical problem resides in the ability to create conditions in which, in respect of said enhanced service level, the second software setup is adapted to provide a gateway to an IP-network, such as the Internet.

A further technical problem resides in the ability to create conditions in which, in respect of the enhanced service level, said second software setup is adapted to provide security management, such as an SSL-protocol.

Another technical problem resides in the ability to provide conditions in which, with respect to the enhanced service level, allow said second software setup to be adapted to provide logging-in and logging-off to be effected by the telephonist. Another technical problem resides in the ability to create conditions which, in respect of said enhanced service level, enables said second software setup to be adapted to create a load distribution with regard to available telephonists.

Still another technical problem resides in the ability to create conditions which, with regard to the enhanced service level, allows said second software setup to be adapted for the creation of a queue-order.

Yet another technical problem resides in the ability to create conditions which, with regard to the enhanced service level, allows said second software setup to be adapted for co-action with a web server.

Another technical problem resides in the ability to create conditions which, with regard to the enhanced service level, allows said web server to co-act with an IP-network via a firewall, for the transmission of information between a unit, to which switchboard functions are assigned, and said second software setup. A technical problem also resides in the ability to create conditions which, with regard to said enhanced service level, enables said first software setup and said second software setup to co-act with each other via a logic connection.

IP-Network Connection

When considering the present state of the art as described above, and when considering the wide application of IP-networks, and particularly the Internet, it will be seen, nevertheless, that in the case of a PABX-system, that includes an interception system or an auxiliary system related to a mobile telecommunication system of the kind described above, a technical problem resides in the ability to realize the significance of and the advantages that are afforded by the creation of conditions which enables the requisite signal switching procedure and/or the requisite exchange of data information between a switchboard unit and a control unit to be effected in a simple and cost effective manner without needing to use to this end fixed or connect- able connections, such as via the mobile telecommunications system.

In this regard, a technical problem resides in the creation of conditions, with the aid of simple means that can provide a greater degree of freedom with regard to the physical placement or orientation of a telephonist or telephonists, without needing to depart from the ability of the telephonists to provide an effective and satisfactory service.

Another technical problem resides in the ability to create, with the aid of simple means, conditions that can provide a large degree of freedom in respect of the physical positioning of the telephonists, whereby each telephonist is able to use his/her own mobile telephone apparatus or set to log-in, utilize and direct the various functions of the interception system.

Another technical problem resides in the ability to create conditions in which each telephonist can provide a fully adequate interception service from the interception system, while stationed physically at home, although in possession of a telephone switchboard unit available with an Internet connection. It will be seen that in this technical field a technical problem resides in the ability to provide a well functioning interception system of high functionality, by which comprehensive new investments with respect to hardware and software can be avoided. It will also be seen that a technical problem resides in the ability to create in the interception system used conditions for establishing a queue order and re-connecting a call to a telephonist in response to a "no answer" function.

A technical problem also resides in the ability to realize the significance of and the advantages afforded by allowing the information transfer connection between the control unit and the switchboard unit to be connected via an available IP-network and then particularly via the Internet.

Another technical problem also resides in the ability to realize the significance of and the advantages afforded by allowing the telephonist switchboard of a sys- tem of the type described above to have the form of a PC-unit with switching functions for connection to the Internet, including a keyboard and a display surface, which functions associated with the interception system can be initiated and/or controlled in the control unit via the keyboard, and where chosen parts of the control unit content can be presented on the display surface. Another technical problem resides in the ability to realize the significance of and the advantages afforded by co-ordinating all subscriber exchange extensions within a chosen service afforded by an operator for a commonly used mobile telecommunication system.

Another technical problem resides in the ability to realize the significance of and the advantages afforded by enabling several available branches and/or telephonists to be connected via an established connection within an IP-network or the Internet.

A further technical problem resides in the ability to realize the significance of and the advantages afforded by locally co-ordinating said switchboard unit and the mobile telephone apparatus or set assigned to the telephonist.

Telephonist Categorization

When considering the present state of the art as described above with regard to an arrangement serving as a private automatic branch exchange and including an interception system related to a mobile telecommunication system of the nature described above, it will be seen that a technical problem resides in the ability to realize the significance of and the advantages afforded by creating conditions in which, when the exchange is made by several telephonists, that can be chosen a telephonist who is considered most suitable for answering the call and to give adequate in- formation related to the interception system, on the basis of one or more criteria allocated to an incoming call.

It will also be seen that a technical problem resides in the ability to realize the significance of and the advantages afforded by allowing the control unit and a soft- ware to include a telephonist categorizing system, in which there have been created conditions which allow a number of telephonist places to be stored in the memory, and where each of said telephonist places is supplemented with information concerning the pronounced ability and suitability of an allocated telephonist to answer such a criteria-structured incoming call. Another technical problem resides in the ability to create such conditions with the aid of simple means, and to realize the significance of and the advantages afforded by providing a call-criteria evaluating unit with associated control unit and software which functions to choose a suitable telephonist on the basis of criteria assigned to one or more prevailing calls. Another technical problem resides in the creation of such conditions with the aid of simple means, and to realize the significance of and the advantages afforded by storing in said memory not solely information relating to the ability and suitability of a telephonist, but also establishing whether or not a telephonist is available and to allow a call to pass to a thus chosen telephonist if free and available. Another technical problem resides in the ability to create such conditions with the aid of simple means, and to realize the significance of and the advantages afforded by storing not only the number of telephonist apparatus or sets, but also telephonist allotted places together with an extension number associated with said telephonist or the like in said memories and also individual-related and categorizing data, such as a different degrees of expertise in chosen foreign languages, pronounced knowledge of the company concerned and/or the products produced by the company.

It will also be seen that a technical problem resides in the creation of such conditions with the aid of simple means, and to realize the significance of and the advantages afforded by allowing an A-number identification of an incoming call to constitute a criterion for the selection of a free telephonist, among other things.

A technical problem also resides in the ability to create such conditions with the aid of simple means, and to realize the significance of and the advantages afforded by allowing the control unit assigned to the interception system to primarily select the most suitable telephonist, and to choose the next best suited telephonist when the first telephonist is engaged, and so on.

Another technical problem resides in the ability to create such conditions with the aid of simple means, and to realize the significance of and the advantages af- forded by allowing the control unit to primarily select the most suited telephonist and when said telephonist is engaged to wait for the telephonist to be free for a predetermined length of time, and to couple or connect the call to the next best suited, available telephonist at the end of said pre-determined time period.

Solution

With a starting point from the prior art defined in the introduction, the present invention relates to a system functioning as a PABX with an interception system.

More particularly, each of the extensions belonging to said exchange are allocated a respective mobile telephone apparatus, which can be connected to a mo- bile telecommunication system via radiocommunication, wherein each of these mobile telephone apparatus or sets can be allocated a telephonist.

Said arrangement can be considered functionally to also include a first unit, referred to as a switching unit, which is connected or related to the mobile telecommunication system and which is adapted to initiate and/or implement one or more of the switching functions that are normally assigned to a PABX-system, a second unit, referred as a control unit which is co-ordinated with said first unit and which is adapted to implement one or more control or check functions, and a third unit, referred to as a telephonist switchboard unit, adapted to initiate and implement one or more switch-board functions. With intention of solving one or more of the aforesaid technical problems, it is particularly proposed, in accordance with the present invention, that the known technology is modified so that said second unit will include a processor unit with associated memories, a first software setup for implementing chosen exchange-related functions and shall include or co-act with a second software setup so as to enable further chosen exchange-related functions to be implemented, said second software setup being placed centrally in the mobile telecommunications system.

According to proposed embodiments, the second software setup shall be adapted to control a telephonist categorizing system, and that the memories will contain a number of telephonist places, that these telephonist places are also supple- mented with information relating to the ability and suitability of a telephonist assigned to a telephonist place to answer an incoming call, and that there is included a call- criteria evaluating unit and a control unit, which function to call a thus categorized and control unit chosen telephonist on the basis of prevailing call criteria. It is also proposed that said second software setup shall be adapted to provide a gateway to en IP-network, such as the Internet.

This second software setup may also be adapted to provide security management, such as an SSL-protocol.

In particular, said second software setup shall be adapted to enable the tele- phonist to log-on and log-off.

The second software setup may also be adapted to create a load or call distribution in respect of available telephonists.

This second software setup is also adapted to create a queue order.

The second software setup is also adapted for co-action with a web server. The web server may co-act, via a firewall, with an IP-network for the transfer of information between a unit, to which switchboard functions are allocated, and said second software setup.

The first software setup and the second software setup will conveniently co- act with one another via a logic connection. It is also proposed in accordance with the invention that an information transfer data connection is established between said second unit, referred to as the control unit, and said third unit, referred to as the switchboard unit, and that said information transfer data connection can be connected via an available IP-network.

By way of proposed embodiments that lie within the scope of the concept of the present invention it is proposed that said second unit shall be assigned switching or coupling functions for connection to the IP-network and for a structured data- related information exchange with said third unit, via said information transfer data connection.

The third unit shall have the form of a PC-unit including coupling functions for connection to the IP-network, and having a keyboard and a display surface, where the coupling function is connected to the IP-network for a data-related information exchange with said second unit, wherein said second unit can be initiated and controlled via the keyboard, and wherein at least chosen parts of the information content of said second unit can be presented on said display surface. It is also proposed, in accordance with the invention, that the information transfer data connection may be an Internet connection.

It is also proposed that the mobile telephone apparatus allocated to the telephonist can be connected to the mobile telecommuncations system via a wireless connection, such a GSM-connection or an UMTS-connection, for the transfer of information.

It is also proposed that all exchange extensions can be co-ordinated within a chosen service provided by the operator for common utilization of a mobile telecommunications system. It is also proposed that a plurality of available branches can be connected via an established Internet connection.

It is also proposed, in accordance with the invention, that the third unit and the mobile telephone apparatus allocated to said telephonists are locally co-ordinated. In the case of an arrangement serving as a PABX, in which each of a number of exchange extensions are allocated a respective mobile telephone apparatus or set which can be connected to a mobile telecommunication system via radio communication, and where one of these mobile telephone apparatus is allocated to a respective telephonist, wherein said arrangement also includes an interception system connec- ted to or related to said mobile telecommunication system, it is proposed that said second unit will include a telephonist categorizing system, in which a plurality of telephonist places is stored in memories.

These telephonist places are supplemented with information concerning the ability and suitability of the telephonist assigned to respective telephonists place to answer an incoming call.

The arrangement also includes a unit for evaluating call criteria, and also a control unit, which is adapted to allow a call to pass to a thus selected telephonist on the basis of at least one prevailing call criterion.

By way of proposed embodiments, that lie within the scope of the invention, it is proposed that the memories will contain a number of telephonist places and Telephonists assigned to said places with an extension number or the like assigned to said mobile telephone apparatus or set and individual-related and categorizing data, such as different expertise in chosen foreign languages, pronounced knowledge of the company concerned and/or the products produced by the company. It is also proposed that an A-number identification of an incoming call shall constitute a criterion for the selection of an available telephonist.

The control unit functions primarily to select the most suited telephonist, and to choose the next best suited telephonist when the first telephonist is engaged, and so on.

The control unit is also adapted to primarily select the most suited telephonist and when she/he is engaged to wait for the telephonist to become free over a predetermined length of time, and to forward the call to a suitable free telephonist at the end of said determined time period should the telephonist still be engaged.

Advantages

Those advantages primarily characteristic of the present invention and the particular characteristic features of the invention reside in the creation of conditions for creating a mobile telecommunication system and an interception system, in a simple fashion, an information transfer data connection via an IP-network, between a control unit and a telephonist switchboard unit, such as to create conditions for simple expansion and widening of the telephonist services and also to branches, while keeping the costs of requisite connections low.

Furthermore, the mobile telecommunication system with a telephonist con- trolled interception system can assign criteria to incoming calls and forward these calls to the telephonist which is considered most suitable according to a used telephonist categorization.

In addition to proposing different conditions for enhancing service levels, the invention also provides a mobile interception system in which hardware and software can be placed with the operator^'s domain and where the subscriber need only have access to its mobile telephone apparatus and to an Internet connection.

The primary characteristic features of the invention are set forth in the characterizing clause of the accompanying claim 1

Brief description of the drawings

An embodiment at present proposed and having characteristic features significant of the present invention will now be described in more detail by way of example with reference to the accompanying drawing, in which; Figure 1 illustrates a principle layout and a principle co-action between a mobile telecommunication system and the units belonging to an interception system utilized with said mobile telecommunication system, said inter- ception units being adapted functionally for a co-action in implementing at least chosen subscriber exchange functions in a co-action with a telephonist; and Figure 2 is a block diagram illustrating a system for allocating criteria to incoming calls and forwarding such a call to a chosen category-allocated telephon- ist.

.Description of an embodiment at present proposed

It is pointed out initially that we have chosen to use in the following description of embodiments at present preferred and including significant characteristic features of the invention illustrated in the figures of the accompanying drawing special terms and terminology primarily with the intention of illustrating the inventive concept more clearly.

However, it will be noted that the expressions chosen here shall not be seen as limited solely to the chosen terms used in the description, but each term chosen shall be interpreted as also including all technical equivalents of function in the same or at least in essentially the same way so as to achieve essentially the same intention and/or technical effect.

Figure 1 is a schematic illustration of the invention in the form of a public automatic branch exchange, PABX, system as an interception system or auxiliary system 1 , said system being based on and related to a mobile telecommunication system or mobile telephone system 2.

The mobile telecommunication system 2 is adapted so that a call 3 made within or to said system can be connected via a system-associated switching function 2a to a called telephone number initiated by and within said system.

However, the present invention is based on the desire of the caller 3 to speak with a called unit, such as the unit 5, allotted the function as an extension apparatus or set in a private automatic branch exchange or related in some other way to a unit 6, which is co-ordinated with an interception system 1 and which can carry out one or more selected exchange-related functions or all of said functions, where the calling party 3 initiates an exchange-associated group number or a direct number allocated to the unit 6, said calling party being connected to the unit 6 by the switching function 2a.

According to the present invention, the exchange shall be considered as a system-associated unit 6, which is adapted to implement the functions, or at least the chosen functions, normally assigned to a PABX that includes an interception system.

With regard to the basic provisions of the invention, a unit 6 can be considered as consisting of three function parts by way of simplification, namely by a switching unit 6a and a control or logic unit 6b, where the switching unit 6a is connected directly to the mobile telecommunication system 2 and its switching function 2a.

The switching or coupling unit 6a and the control unit 6b are, in this case, combined to form a block and represent a "Mobicentrex"-system.

A third function part is comprised of a telephonist switchboard 6c.

Figure 1 also shows that the unit 6c is connected to a firewall 7 via a data transfer connection 8, an IP-network 9 and a connection 8a. A connection 8b connects the firewall 7 to a web server 6d and a data setup or equipment 6e, where the latter is particularly adapted to initiate and provide telephonist actuated functions in addition to those that can be initiated and provided via said control unit 6b.

A telephonist "T" utilizes the unit 6c and a mobile telephone apparatus 4 to answer a call and to provide functions and services associated with the interception system.

Figure 1 illustrates a coupling occasion where a call (A) initiated by the caller 3 passes and is switched through the mobile telephone network 2 and its switching element or means 2a to the unit 6a, which couples the call (A) and further (B) to the telephonist "T" and a mobile telephone apparatus 4, via the control unit 6b.

At the same time as the telephonist "T" answers the call, the switchboard unit 6c presents on its display surface 6c' the information stored in the control unit 6b and also in the unit 6e applicable to said extension 5.

The telephonist "T" answers the call and, if said extension 5 is free, allows the call to be switched 2a in the system 2 so as to connect the call (C) from the unit 6a to the extension apparatus 5.

The call thus arrives at the unit 6a and can be terminated in said unit 6a or in the system 2 and can be connected to the telephone apparatus 4 of the telephonist at the same time as the unit 6c is activated via the IP-network 9 or the Internet 9^'. When applicable to the data connections 8, 8a, 8b and 8c, it can be mentioned that these connections may conveniently consist of wireless connections by the IP-network 9 or consist of logic connections, at least the connections 8a, 8b and 8c. Figure 1 also shows that the extension apparatus 5 may be in radio connection with a base station (TRX; Transmitter Receiver), whereby a number of such base stations (TRX) are co-ordinated with a base station controller or base switching centre (BSC) in a mobile telephone network or mobile telephone system, and a number of such base switching centres are co-ordinated with a mobile services switching centre (MSC) 2a.

The switching unit 6a of the unit 6 and the unit 6b, 6e, 6d, may conveniently be placed and mounted within a mobile services switching centre for the mobile telecommunication system 2 for reasons of a transmission technical nature.

Although the illustrated embodiment can be considered to show that one sin- gle switching unit 6a is in an information transfer co-action with one single control unit 6b, it will be understood that the switching unit 6a could very well be able to co-act with several control units. One control unit 6b may also be connected together with a plurality of switching units (6a).

The function parts 6a, 6b have been shown to be integrated and mutually co- ordinated information wise via logic connections. In the case of an embodiment most preferred, said parts shall be related to the mobile telephone system 2 in the way described above, via a connection 5.

The switching unit 6a is adapted for direct co-action with the mobile telecom- muncation system 2 via input and output ports, and the control unit 6b is adapted for indirect co-action with the switchboard unit 6c of the telephonist "T".

As will be understood, one and the same connections 8, 8a, 8b and 8c may be adapted in a known manner to transmit two-way signals that carry data information.

The switching unit 6a is also adapted to be able to initiate and activate a wireless speech information transfer connection 4a to the telephonist "T" and his/her telephone apparatus 4, when necessary.

Referring back to Figure 1 , it will be seen that each call incoming to the unit 6a is checked against information stored in a memory 6a1 and if the telephone number of the extension 5 is stored in said memory, this means that information relating to this extension is stored in the interception system, including the control unit 6b and the unit 6e.

For each such call stored in the memory 6a1 in the switching unit 6a, the switching unit 6a causes the control unit 6b, via said channel or connection, to evalu- ate information stored in the interception system regarding the extension 5, wherein said information can constitute conditions for selected automatic coupling of the call through the unit 2 and connecting the call to a telephonist through the switching function 2a.

Should the interception system (including information in the unit 6b and the unit 6e) contain no information regarding the extension 5, this is noted in the switching unit 6a by virtue of the absence of information in said memory, then the call is switched or coupled directly to the extension 5 via the switching unit 6a or the switching function 2a.

When receiving intercept information concerning forwarding of the call from the interception system, the switching unit 6a functions to initiate forwarding of the call, to a telephonist "T", via a connection 4a and through the switching function 2a of the system.

The call from the apparatus 3 will therewith be coupled to the telephonist "T" via a radio link or a connection adapted for a speech message and speech commu- nication.

The switching unit 6a may be adapted to initiate forwarding of a call direct to the telephonist "T", when receiving intercept information relating to the function "call forwarding".

The call forwarding facility is stored as software in the unit 6b and the unit 6e, need not necessarily activate the function call forwarding to the telephonist "T" but such a call forwarding function may switch to another extension, to a voice box or the like.

A call to an exchange associated group number related to the switching unit 6a, such as a call from the calling apparatus 3, will be connected automatically to the control unit 6b and presented to the telephonist "T" on the display surface 6c'.

The presentation on the display surface 6c' may include A-number identification, B-number identification and the content of the interception system software in unit 6b and/or unit 6e. The telephonist "T" can confirm c connection via the keyboard 6c", or initiate coupling of a radio speech connection 4a to herself.

In the case of "no answer", a time circuit within said unit 6b can be activated to link the call to the switching unit 6a and to return the call to the telephonist. The switching unit 6a informs the control unit 6b that a call has been forwarded to a given extension-related mobile telephone apparatus or set.

The control unit 6a therewith asks a database and/or the unit 6b and the unit 6e for any information stored therein concerning the mobile telephone 5 in question and also what shall be done with the call. The control unit 6a can thereby inform the unit 6b and the 6e what shall be done, such as: a. Read up an absence message (I am at lunch and will return at 1 o'clock) b. Connect to a telephonist. c. Connect to a voice mail box. As will be evident from figure 1 , an information transfer data connection can be connected between the control unit 2b and said third unit or switchboard 6c via Internet, allotted the reference numeral 9'.

More particularly, the exchange switchboard unit 6c may have the form of a PC-unit with coupling functions for connection to the Internet 9', and including a key- board 6c" and a display surface 6c', where said unit 6b and 6e can be controlled via the keyboard 6c", and where selected parts of the content of said unit 6b or the content of said unit 6e can be presented on the display surface 6c'.

All exchange-associated extensions 5, 5a, 5b may be co-ordinated in a service provided by an operator for a commonly used mobile telecommunication system 2 or may be co-ordinated in the unit 6.

A branch among a plurality of available branches that are separated geographically from the co-ordination of mobiie telephone apparatuses 5, 5a, 5b may be connected from the exchange switchboard unit 6c via a connection established via the Internet 9', as shown in figure 1. It will be noted in particular, about said telephonist switchboard unit 6c and said telephonist allocated mobile telephone apparatus 4, that they are locally coordinated so that in event of a call to the apparatus 4 the telephonist "T" is able to quickly come into the proximity of the switchboard unit 6c in the form of said PC-unit and therewith give to the calling party the information that can be stored in the unit 6b and 6e, or to enter into the unit 6b and 6e, via the keyboard 6c', information to control the switching unit 6a in a manner to connect the incoming call to the extension in question.

Figure 2 is a block diagram illustrating a telephonist categorizing system 20 which co-acts with the unit 6e and which requires access to a plurality of telephonist T, T1 , and T2.

The system 20 requires a plurality of telephonist sites or places T, T1 , and T2 to be stored in the memories 21 , 21a, and 21b.

These telephonist places are supplemented with data concerning the ability and suitability of the telephonist "T" assigned to a telephonist place to answer an incoming call.

For example, the telephonist "T" shall be noted as being suitable to handle primarily calls to a chosen group number and that she can primarily manage calls from a chosen country and chosen language. In respect of telephonists T1 and T2, these are noted in respect of corresponding categories, which may be purely individual and/or co-ordinated in the sense that the same tasks can be carried out by several telephonists.

Also required is a call-criterion evaluating unit 22, 22a, and 22b and a control unit 23, which allows a call to be passed Lo a selected telephonist on the basis of a prevailing call criterion.

Stored in the memories 21, 21a, and 21b are the number of telephonist places available and the telephonists "T" assigned to respective telephonist places with its extension number or the like assigned to the mobile telephone apparatus 4, and other individual-related and categorizing data. Besides the expertise in chosen foreign languages, the pronounced knowledge of the company and/or the company products shall be noted.

The A-number identification of an incoming call to the unit 22 shall thus constitute an initial criterion for the selection of a free telephonist.

The criteria of a call incoming on a line 22' is analysed in the unit 22, where the category evaluation, such as A-number identification for the choice of language, A-number identification for the choice of customer, A-number identification for the choice of group number, is transferred to a unit 24, which also has access to the content of the memories 21 , 21a, and 21b. The control unit 23 chooses the best suited telephonist, for instance the telephonist "T", with the aid of the unit 25, and, via the control unit 23, connects the call on the line 22' to the telephonist "T" via the line 23'.

The control units 23 and 24 are adapted primarily to select the best suited telephonist first and then to select the next best suited telephonist should be first telephonist be engaged, and so on.

The control unit 23 is adapted to choose primarily the best suited telephonist and when commanded to wait for the telephonist to be free over a pre-determined time period (t) thereafter connect the call to a suitable free telephonist, for instance the telephonist T1 , when said pre-determined time period has expired and the first telephonist "T" is still engaged.

Referring again to figure 1 , the invention requires the second unit 6b to include a processor unit with associated memories, and a first software setup 6b1 , in order to be able to implement a few chosen functions related to the PABX. According to the invention, the second unit 6b shall include or co-act with a second software setup 6e1 , for implementing further chosen exchange-related functions.

The second software setup 6e1 shall be placed centrally within the mobile telecommunications system (2). The second software setup 6e1 is adapted to control a telephonist categorizing system 20, in accordance with figure 2.

The second software setup 6e1 also functions to provide a gateway to an IP- network 9, such as the Internet 9^', via the unit 6d.

The second software setup 6e1 ctiso functions to provide security manage- ment 30, for instance via a standard SSL-protocol.

The second software setup 6e1 also functions to allow the telephonist to log on and log off, as illustrated by 31.

The second software setup 6e1 also functions to distribute current load 32 over available telephonists. Said second software setup 6e1 also functions to create a queue order 33.

Said second software setup 6e1 is also adapted to co-act with a web server 60. The webserver 6d co-acts, via a firewall (7), with an IP-network 9 for the transfer of information between a unit (6c) to which telephonist switchboard functions are assigned and primarily said second software setup 6e1.

The first software setup 6b1 and the second software setup 6e1 co-act with one another via a logic connection 8c.

It will be understood that the invention is not restricted to the described exemplifying embodiment, and that modifications can be made within the scope of the inventive concept illustrated in the accompanying claims.

It will be particularly noted that each illustrated unit can be combined with each other illustrated unit within the framework of a desired technical function.

It will also be noted in particular that GSM, GPRS, EDGE or UMTS or G2 and G2.5 respectively can be used as the mobile telecommunications system.

With regard to the units 6e and 6d, the practical embodiments of the unit 6e shall be considered as additional software 6e1 to the software 6b1 in unit 6b, with the requisite co-ordinating protocol.

In the practical embodiment, the unit 6d can be considered as software for adaptation to the Internet 9'.

The term "telephonist" can be considered to represent an agent, a sales person or some other user-oriented person.

Claims

1. An arrangement (1) related to a private automatic branch exchange, PABX, system , in which each of a number of exchange extensions are allocated with a re- spective mobile telephone apparatus or set, which can be connected to a mobile telecommunications system via radio communication, wherein said system also includes an interception system related to or connected to said mobile telecommunication system (2), wherein the system can be considered to include functionally a first unit, which is adapted to initiate and/or implement one or more of the coupling func- tions normally assigned to a PABX, a second unit, which is co-ordinated with said first unit and adapted to implement one or more control functions or check functions, and a third unit (6c), which is adapted to implement one or more telephonist switchboard functions, characterized in that said second unit (6b) includes a processor unit with associated memories and a first software setup, for implementing selected exchange-related functions; in that said second unit includes or co-acts with a second software setup (6e1), for implementing further selected exchange-related functions; and in that said second software setup (6e1) is placed centrally in the mobile telecommunications system (2).

2. An arrangement according to claim 1 , characterized in that said second software setup is adapted to control a telephonist categorizing system.

3. An arrangement according to claim 2, characterized in that said memories have a number of telephonist places stored therein; in that said telephonist places are supplemented with information concerning the ability and suitability of the telephonist allocated to said telephonist place to answer an incoming call, wherein the system includes a call criteria evaluating unit and a control unit, which allows the call to be passed to a categorized telephonist selected via the control unit on the basis of prevailing call criteria.

4. An arrangement according to claim 1 , characterized in that said second software setup is adapted to provide a gateway to an IP-network, such as the Internet.

5. An arrangement according to claim 1 , characterized in that said second software setup is adapted to provide security management, such as an SSL-protocol.

6. An arrangement according to claim 1 , characterized in that said second software setup is adapted to enable the telephonist to log-on and log-off.

7. An arrangement according to claim 1 , characterized in that said second software setup is adapted to distribute the load on available telephonists.

8. An arrangement according to claim 1 , characterized in that said second software setup is adapted to create a queue order.

9. An arrangement according to claim 1 , characterized in that said second software setup is adapted to co-act with a web server (6d).

10. An arrangement according to claim 9, characterized in that said web server co-acts, via a firewall (7), with an IP-network for the transfer of information between a unit (6c) allocated switchboard functions and said second software setup.

11. An arrangement according to claim 1 , characterized in that said first software setup and second software setup co-act which each other through the medium of a logic connection.

12. An arrangement (1 ) related to a private automatic branch exchange. PABX, system, in which each of a number of exchange associated extensions is allocated its own telephone apparatus or set, which can be connected to a mobile telecommunication system via radio communication, wherein one of said mobile telephone apparatus is allocated to a telephonist, wherein said system also includes an interception system related to or connected to said mobile telecommunication system (2), wherein said interception system can be considered to include a first unit, which is adapted to initiate and/or implement one or more of the coupling functions that are normally assigned a private automatic branch exchange, a second unit, which is co-ordinated with said first unit and adapted to implement one or more control or check functions, and a third unit (6c), which is adapted to implement one or more switchboard functions, characterized in that an information transfer data tions, characterized in that an information transfer data connection (8, 8a, 8b), between said second unit (6b) and said third unit (6c), is connectable and switched via an available IP-network.

13. An arrangement according to claim 12, characterized in that said second unit (6b) is allocated coupling functions for a connection to the IP-network (9) and for data-related information exchange with said third unit (6c) via said information transfer data connection.

14. An arrangement according to claim 12 or 13, characterized in that said third unit is a PC-unit (6c) having coupling functions for a connection to the IP-network (9), a keyboard (6c") and a display surface (6c'), wherein the coupling function is connected to the IP-network for the exchange of data related information with said second unit (6b), whereby said second unit (6b) can be initiated and controlled via said keyboard, wherein at least chosen parts of the information content of said second unit (6b, 6c) can be presented on a display surface.

15. An arrangement according to claim 12, characterized in that the information transfer data connection is a fixed connection.

16. An arrangement according to claim 12, characterized in that the information transfer data connection is an Internet connection.

17. An arrangement according to claim 12 or 13, characterized in that the mo- bile telephone apparatus (4) related to the telephonist is connected to the mobile telecommunication system via a wireless connection (4a) for the transfer of information.

18. An arrangement according to claim 12, characterized in that all exchange associated extensions are co-ordinated within a chosen service, provided by an operator for a commonly used mobile telecommunications system.

19. An arrangement according to claim 12 or 13, characterized in that a plurality of available branches can be connected via an established connection to the IP- network.

20. An arrangement according to claim 12, characterized in that said third unit (6c) and the telephone apparatus (4) related to said telephonist are co-ordinated locally.

21. An arrangement related to a private automatic branch exchange system, PABX, in which each of a number of exchange associated extensions is allocated its own mobile telephone apparatus or set which can be connected to a mobile telecommunication system via radio communication, wherein each of said mobile tele- phone apparatus is allocated a respective telephonist, wherein said system also includes an interception system related to or connected to said mobile telecommunications system, wherein the interception system can be considered to comprise a first unit, which is adapted to initiate and/or implement one or more of the coupling functions normally assigned to a private automatic branch exchange, a second unit, which is co-ordinated with said first unit and adapted to implement one or more control functions or check functions, and a third unit, which is adapted to implement one or more switchboard functions, characterized in that said arrangement includes; a telephonist categorizing system that includes memories, in which a number of telephonist places are stored, in that said telephonist places are supplemented with in- formation concerning the ability and suitability of the telephonist assigned to a respective telephonist place to answer an incoming call; a call criteria evaluating unit, and a control unit, which allows a call to pass to a categorized telephonist chosen via the control unit on the basis of prevailing call criteria.

22. An arrangement according to claim 21 , characterized in that said memories have stored therein data relating to the number of telephonist places and to the telephonists assigned to said places, together with the extension number or the like assigned to said mobile telephone apparatus or set and individual related, categorised information, such as the level of expertise of respective telephonists in their com- mand of foreign languages, their knowledge of the company and/or their knowledge of the company products.

23. An arrangement according to claim 21 , characterized in that the A-number identification of an incoming call constitutes a criterion for the selection of a free telephonist.

24. An arrangement according to claim 21 , characterized in that the control unit is adapted to primarily allow the best suited telephonist to be chosen, and to allow the next best suited telephonist to be chosen when the first telephonist is engaged, and so on.

25. An arrangement according to claim 21 , characterized in that the control unit is adapted to allow primarily the best suited telephonist to be chosen and to leave the call on hold for a pre-determined time period until the telephonist is free.

26. An arrangement according to claim 25, characterized in that the call is switched to a suitable, free telephonist at the end of said pre-determined waiting period.