EP1514402A1 - Procede et systeme permettant de traiter des appels manques - Google Patents

Procede et systeme permettant de traiter des appels manques

Info

Publication number
EP1514402A1
EP1514402A1 EP03730393A EP03730393A EP1514402A1 EP 1514402 A1 EP1514402 A1 EP 1514402A1 EP 03730393 A EP03730393 A EP 03730393A EP 03730393 A EP03730393 A EP 03730393A EP 1514402 A1 EP1514402 A1 EP 1514402A1
Authority
EP
European Patent Office
Prior art keywords
communication device
called party
real
indication
party
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Withdrawn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
EP03730393A
Other languages
German (de)
English (en)
Inventor
Samuel H. Christie, Iv
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.)
Rockstar Consortium US LP
Original Assignee
Nortel Networks Ltd
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 Nortel Networks Ltd filed Critical Nortel Networks Ltd
Publication of EP1514402A1 publication Critical patent/EP1514402A1/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Withdrawn legal-status Critical Current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
    • H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
    • H04M3/533—Voice mail systems
    • H04M3/53308—Message originator indirectly connected to the message centre, e.g. after detection of busy or absent state of a called party
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer

Definitions

  • the present invention relates to an apparatus and method for sending real-time information in a communication network.
  • Interactive communication systems provide certain options for users. For example, phones are typically interfaced with voice mail systems, permitting a calling party to leave a voice mail message for the called party or to be transferred to an operator or other person. Also, when a phone caller or session originator does not successfully complete a call, the communication device may provide a message concerning why the connection was not made, such as a disconnected number. Other options exist for treatments during the course of a communication session. For example, while placed on hold, a communication device may provide the caller on hold with prerecorded music. [0005] The versatility of these communication systems, however, is limited in certain respects.
  • the communication device and corresponding voice mail system typically records the message in real-time, maintaining a connection and thus potentially creating increased use of the network as well as increased expense of the call.
  • Other limitations also exist. For example, when a person is placed on hold, he or she may hear prerecorded music without having any options in terms of the type of music or treatment received. During the period of the held call, valuable network bandwidth is wasted.
  • calling parties unsuccessfully complete a call, they typically have an option of leaving a voice mail message or transferring to an operator, but do not have any additional options or cannot determine the treatment that they receive.
  • An apparatus consistent with the present invention attempts a connection from a calling party's communication device to a called party's communication device. It receives from the called party's communication device an indication that the attempted connection was not completed, along with an address for use in a non-real time system, such as a packet based system.
  • the apparatus records real-time information, and it sends to the called party's communication device a message providing an indication of the real-time information.
  • Another apparatus consistent with the present invention receives an attempted connection from a calling party's communication device to a called party's communication device.
  • the apparatus provides to the calling party's communication device an indication that the attempted connection was not completed, along with at least one address from the called party's communication device for use in a non-real time system.
  • the apparatus further receives from the calling party's communication device a message providing an indication of real-time information related to the attempted connection.
  • a method consistent with the present invention attempts a connection from a calling party's communication device to a called party's communication device.
  • the calling party receives from the called party's communication device an indication that the attempted connection was not completed, along with an address for the called party's communication device.
  • the method records real-time information, and sends to the called party's communication device a message providing an indication of the real-time information.
  • Another method consistent with the present invention receives an attempted connection from a calling party's communication device to a called party's communication device.
  • the method provides to the calling party's communication device an indication that the attempted connection was not completed, along with at least one address for the called party's communication device, and it receives from the calling party's communication device a message providing an indication of real-time information related to the attempted connection.
  • FIG. 1A is a block diagram of an exemplary communication network.
  • FIG. 1 B depicts an example of computers shown in FIG. 1A.
  • FIG. 2 is a flow chart of a process for sending real-time information in a communication network.
  • FIG. 3 is a flow chart of a process for providing treatments to a party placed on hold during a communication session.
  • FIG. 4 is a flow chart of a process for providing call termination treatments to a calling party.
  • FIG. 5 is a flow chart of a process for providing treatments to calling parties in a distributed communication system.
  • the apparatus and methods described below involve processing between two or more communication devices, typically a calling party's communication device and a called party's communication device.
  • the various types of processing increase the versatility of a communication session or attempted communication session by providing certain features and options to the calling party or the called party, or other parties to the communication session.
  • the processing and connection, or attempted connection, between the calling party's communication device and the called party's communication device, or other parties to a communication session may occur through any type of communication network.
  • FIG. 1 A is an example of a communication network. It includes an Internet protocol (IP) or intranet network 100 interfaced with other devices. IP network 100 may represent, for example, communications through the Internet using various known protocols. Gateway 101 is interfaced between IP network 100 and a public switched telecommunications network (PSTN) 102. PSTN 102 is further interfaced with voice switches 103 and 105 connected to communication devices 104 and 106. Thus, communication devices 104 and 106 may communicate through PSTN 102 with other communication devices interfaced with PSTN 102, or they may communicate with other communication devices interfaced through IP network 100. Although the switches are shown interfacing IP network 100, the switches may alternatively be considered to be contained within that network.
  • IP network 100 may represent, for example, communications through the Internet using various known protocols.
  • Gateway 101 is interfaced between IP network 100 and a public switched telecommunications network (PSTN) 102. PSTN 102 is further interfaced with voice switches 103 and 105 connected to communication devices 104 and 106.
  • PSTN public switched telecommunications
  • IP network 100 In addition to communication devices interfaced through PSTN 102, communication devices may interface directly with IP network 100.
  • a smart communication device 108 interfaces through a router 107 to IP network 100.
  • a smart communication device 110 interfaces through a router 109 to IP network 100.
  • Smart communication devices 108 and 110 include their own processor for providing functions necessary to interface with routers 107, 109.
  • the routers 107, 109 are shown interfacing IP network 100, the routers 107, 109 may alternatively be contained within that network.
  • the network may also include communication devices with associated computers, such as those present on a desktop. Such computers may include associated display devices for presenting information and input devices for entering information.
  • a communication device 114 and associated computer 113 interface with router 107, and a communication device 112 and associated computer 111 interface with both router 109 and voice switch 105.
  • computer and communication device combinations may operate through IP network 100, PSTN 102, or both.
  • the term "communication device" is intended to encompass any device for electronically transmitting voice or other real-time information. Examples of communication devices include, but are not limited to, the following: a phone plus a switch for performing processing for the phone; a phone plus an associated computer for possibly performing processing for the phone; a smart phone or smart communication device as identified above; and a cellular phone plus associated switch or other equipment for performing processing for the phone.
  • a communication device may also include or have access to a local cache for caching of information in order to avoid, for example, having to repeatedly retrieve the same information from a network.
  • IP network 100 includes a voice mail server 116 for processing voice mail for communication devices interfaced with the network.
  • PSTN 102 includes a voice mail server 119 for processing voice mail for communication devices interfaced with that network.
  • a voice mail server may be connected to both IP network 100 and PSTN 102.
  • IP network 100 may also include an electronic mail (e-mail) server 117 for processing e-mail or other messages. Examples of messages include, but are not limited to, e- mail, voice mail, text, audio or visual information, multimedia information, or programming information.
  • a media stream server 118 provides multimedia connections through IP network 100 to various sources.
  • a gatekeeper 115 provides and controls services through the network, such as call waiting. Other devices may interface IP network 100, such as a device for transmitting video information.
  • Communication devices are thus media independent and may typically process a variety of information such as, for example, voice, multimedia, video, and control or programming signals.
  • Voice switches include the DMS-100TM product by Northern Telecom, Inc.
  • Routers include the Cisco 3600 product.
  • Gatekeepers and IP-PSTN gateways include those products meeting the International Telecommunication Union (ITU) H.323 standard.
  • Voice mail servers include the Meridian® Mail product by Northern Telecom, Inc.
  • E-mail servers are known and include various applications for computers.
  • An example of an audio stream server for providing audio over the Internet is the RealAudio product by RealNetworks, Inc.
  • VPIM Voice Profile for Internet Mail
  • FIG. 1 B depicts a computer 120 suitable for practicing methods and systems consistent with the present invention.
  • Computer 120 may correspond to computers 111 or 113, and it may be connected to Internet Protocol or intranet network 100.
  • Computer 120 typically includes a memory 121 , a secondary storage device 122, an optional communication device 123, a central processing unit (CPU) 124, an input device 125, and a display device 126.
  • Memory 121 may include random access memory (RAM) or similar types of memory.
  • Secondary storage device 122 may include a hard disk drive, floppy disk drive, CD-ROM drive, or other types of non-volatile data storage.
  • CPU 124 may include a processor for executing programs stored in memory 121 or secondary storage 122, or received from the Internet or other network 100.
  • Input device 125 may include any device for entering information into computer 120, such as a keyboard, cursor-control device, or touch-screen.
  • Display device 126 may include any type of device for presenting visual information such as, for example, a computer monitor or flat- screen display.
  • Communication device 123 may include the examples of communication devices provided above.
  • a computer optionally may include a communication device or be associated with a communication device.
  • computer 120 is depicted with various components, one skilled in the art will appreciate that this computer can contain additional or different components.
  • aspects of an implementation consistent with the present invention are described as being stored in memory, one skilled in the art will appreciate that these aspects can also be stored on or read from other types of computer program products or computer-readable media, such as secondary storage devices, including hard disks, floppy disks, or CD-ROM; a carrier wave from the Internet or other network; or other forms of RAM or ROM.
  • the computer-readable media may include instructions for controlling a computer system, such as computer 120, to perform a particular method.
  • an apparatus for sending indications of messages to a called party may include the following elements.
  • the apparatus attempts a connection from a calling party's communication device to a called party's communication device.
  • This attempted communication may contain an address for the calling party's communication device; however, this address may be obscured.
  • the system in which the call was set up may still have some form of information which allows the address of the calling party to be derived.
  • the calling party's address is an IP address so that a packet based message may be sent thereto. It should be appreciated that the address information may be different from the phone number of the calling party's communication device.
  • this address may be the IP address of a voice mail system or the like.
  • the calling party's communication device subsequently receives from the called party's communication device an indication that the attempted connection was not completed, potentially including instructions to leave a message.
  • the instructions to leave a message may include address information to which the message should be sent.
  • the calling party records real-time information and sends to the called party's communication device a message, using the called party's address information, providing an indication of the real-time information.
  • an apparatus for receiving indications of messages from a calling party may include the following elements.
  • the apparatus receives an attempted connection from a calling party's communication device to a called party's communication device. This attempted communication may include an address for the calling party's communication device.
  • the called party's communication device provides to the calling party's communication device an indication that the attempted connection was not completed.
  • the called party's communication device sends address information to the calling party's communication device. This may be done by any appropriate communication protocol, such as a TCP/IP message, an H.323 communication or an ISUP message.
  • the apparatus receives from the calling party's communication device a message providing an indication of real-time information related to the attempted connection.
  • An apparatus associated with the calling party's or called party's communication device may include additional features.
  • the connection with the calling party's communication device may be disconnected before the calling party or other person records the real-time information.
  • the real-time information may be received or provided with the message or, alternatively, an address for accessing the real-time information may be received or provided.
  • receipt notification may be provided concerning whether the transmitted real-time information was received or accessed at the called party's communication device.
  • the real-time information may also be transmitted securely to prevent unauthorized access to it.
  • FIG. 2 is a flow chart illustrating this process for sending real-time information in a communication network.
  • a calling party attempts a communication session or connection (step 200).
  • the attempted communication session may include an address from which the calling party's communication device called. If the call is answered (step 201 ), normal transmission occurs (step 202) involving a real-time communication session. Otherwise, the called party's communication device may provide, and the calling party's communication device may receive, an indication that the attempted connection or communication session was not completed or was unanswered. An attempted connection or communication session may not be completed or may be unanswered, as identified in FIGS. 2, 4, and 5, if, for example, the line is busy, no one answers the call, someone other than the intended recipient answers the call, or a voice mail or messaging system answers the call.
  • the called party's communication device may send a greeting to the calling party (step 203).
  • This greeting may include a typical voice mail-type greeting instructing the calling party to leave a message.
  • the called party's communication device sends address information to the calling party's communication device (step 203A).
  • the address information in an exemplary embodiment, comprises an IP address. In alternate embodiments, multiple addresses may be sent, such as an email address, a VPIM address, the IP address of a mail server, or the like. Whereas the call may be originated by dialing a conventional phone number, the address information may provide an IP address to which non-real time information, which in an exemplary embodiment may be packets, may be directed.
  • the calling party's communication device or, alternatively, the called party's communication device disconnects the connection (step 204), saving network connection time and potentially reducing fees if the system includes different fees for sending packets over the Internet or other network, or at a lower priority.
  • the calling party or other person then records a message (step 205).
  • the word "message” is intended to encompass any information, such as, for example, voice or other audio, video, facsimile information or other data, control signals, or Java applets (programming information). Java applets are known and are described in, for example, the following document, which is incorporated herein by reference: Jamie Jaworski, "Java 1.1 Developer's Guide, Second Edition," pp. 330-342, 750-754, Sams.net Publishing, 1997.
  • An indication of the real-time information is sent to the called party's communication device (step 206). This is done by sending the indication to the address provided in step 203A.
  • the calling party's communication device may send the real-time information using, for example, VPIM identified above (step 207); it may attach the real-time information to a message, for example, a Multipurpose Internet Mail Extensions (MIME) e-mail attachment, and send both (step 208); or it may send a network address and protocol such as, for example, a universal resource locator (URL), identifying a location of the real-time information (step 209).
  • communication devices may include associated computers, and those computers may receive and process the message such as, for example, e- mail messages.
  • a signal may be sent to the called party's communication device to provide an indication of the real-time information or message, and this indication may include, for example, a flashing light or initial stutter dial tone (step 210).
  • This signal may be provided by a server for the called communication device.
  • the processing shown in FIG. 2 may occur between communication devices in PSTN 102, communication devices in IP network 100, or between a communication device in PSTN 102 and another in IP network 100 or other network.
  • the address when the address is sent from the called party's communication device to the calling party's communication device, it is done via a non-real time technique, such as a packet, and may be sent concurrently with the greeting.
  • a "release with cause" message such as is present in an H.323 system, may contain the address information.
  • the communication device may access a corresponding voice mail server which provides the recorded message. If the interface is through PSTN 102, for example, voice mail server 119 may provide a corresponding recorded message. If the connection is through IP network 100, voice mail server 116 may provide the message.
  • the communication device itself such as smart communication device 110
  • the communication device may provide the greeting. If a voice mail server provides the greeting, either party's communication device or corresponding serving switch may disconnect the connection with the calling party's communication device after the server provides the greeting; in other words, after step 203. Therefore, the calling party may record a message after disconnection from the called party's communication device. Accordingly, although the real-time information is recorded in real-time, the information need not be transmitted in real-time, which provides an advantage of, for example, sending the information at a lower priority or using a lower cost communication path. Specifically contemplated is the situation where the message or the indication of the message is sent via packets between the calling party's communication device and the called party's communication device.
  • the packets may be part of an e-mail, VPIM, or the like.
  • This disconnection feature reduces the time of the connection, potentially reducing the cost of the call and the network connection time required to record and send a message. This early disconnection thus saves network time and potentially fees in a network using packet-based transmission of information. Typically, different fee structures exist for different types of transmission of packets over IP network 100 or other communication network.
  • the calling party's communication device may transmit the message or an indication of the message via packets having a reduced level of service and corresponding reduced fee, as it need not be transmitted in real-time to the called party's communication device.
  • Transmission of information over a network using packets and varying pricing for the transmission are known and are described in, for example, the following document, which is incorporated herein by reference: Jeffrey K. MacKie-Mason & Hal R. Varian, "Economic FAQs About the Internet,” Computer Based Learning Unit, University of Leeds (June 1995).
  • the processing shown in FIG. 2 may be implemented in software for controlling the corresponding communication device. If the connection involves a communication device interfaced with PSTN 102, the corresponding voice switch may contain software for performing the necessary processing. If a connection is made with a smart communication device or a communication device having an associated computer interfaced through IP network 100, the corresponding router or smart communication device or associated computer may contain software for performing the necessary processing.
  • the voice switch and router may contain software for performing this processing, depending upon whether the connection is made through the router and IP network 100, through voice switch 105 and another communication device interfaced with the voice switch, or through a communication device interfaced with the voice switch through PSTN 102.
  • the component interfacing the network to communicate with a communication device, or combination communication device and other component may contain the software.
  • gatekeeper 115 may contain such software.
  • an apparatus for receiving variable treatments for the communication device on hold may include the following elements.
  • the apparatus maintains a connection between a first communication device and a second communication device, and receives an indication that the first communication device is on hold.
  • the apparatus provides treatment options for a treatment provided to the first communication device while on hold, receives an indication of a selected one of the treatments, and provides the selected treatment on the first communication device while the communication device is on hold; for example, the media connection was dropped or the packet stream was stopped.
  • an apparatus for providing variable treatments for the communication device on hold may include the following elements.
  • the apparatus maintains a connection between a first communication device and a second communication device, and provides an indication that the first communication device is on hold.
  • the apparatus provides treatment options for a treatment while the first communication device is on hold, receives an indication of a selected one of the treatments, and provides the selected treatment to the first communication device while the communication device is on hold or a media connection is dropped.
  • An apparatus associated with the communication device on hold or the communication device not on hold may include additional features, such as the following.
  • the apparatus may provide treatment options of music, silence, multimedia, audio, or a connection with a voice mail system, and it may receive an indication of a selected new treatment while the first communication device is on hold and provide the selected new treatment while the communication device is on hold.
  • Treatments including multimedia status information may be provided, for example, Automatic Call Distribution (ACD) information concerning a caller's time or position in a queue. Preselected options may be provided based upon, for example, the caller's identity.
  • ACD Automatic Call Distribution
  • Preselected options may be provided based upon, for example, the caller's identity.
  • the first communication device may also be removed from on hold, possibly resuming a real-time connection.
  • FIG. 3 is a flow chart illustrating this process for providing user- selected treatments while placed on hold during a communication session.
  • the term "user" may encompass a person or a machine.
  • a party first establishes a real-time connection in a communication network (step 300) to engage in a typical real-time communication session.
  • the communication devices and network maintain a connection (step 301).
  • This connection may include the real-time connection, or may include only a control path connection and not a bearer path (realtime) connection.
  • the system determines if any of the parties have been placed on hold (step 302). If any particular party is on hold, the system presents options for treatments to the party on hold (step 303), typically by presenting audio information concerning the options.
  • the options may be presented by the communication device for the party on hold, another communication device within the call, or the network.
  • the communication device for the party on hold may obtain and provide whatever information the party on hold requests.
  • the system determines if the party on hold has entered a particular selection for a treatment while on hold or has preselected a hold treatment (step 304).
  • a communication device may store an identification of treatment to be provided when on hold. If no treatment has been selected or preselected, it delivers a default treatment (step 305). Otherwise, the system delivers the requested or preselected treatment (step 306), optionally with augmented treatment explained below, and the communication device that presented the options may obtain and provide the selected treatment.
  • the system may stop sending media packets and instead send the media stream selected or preselected by the party on hold.
  • Options for treatments presented to a user on hold include, for example, a first type of music (step 307), other types of music (step 308), audio or video (step 309), silence or no audio treatment (step 310), a voice mail server (step 316), or another type of treatment (step 311 ) such as a treatment using a musical input digital interface (MIDI).
  • the audio provided in step 309 may include any audio available via a network interfacing the communication device on hold, such as, for example, a stock ticker, sports scores, or news.
  • Systems exist for providing audio over a network an example of which is the RealAudio product identified above.
  • the option of silence may be useful if a conference or more than one party is on hold so that the parties on hold may continue their conversation or communication session.
  • the option of allowing parties on hold to determine the type of music they will hear may increase the desirability of hearing music while on hold and thus expand the potential market for music providers.
  • the system determines if the party on hold remains on hold (step 312).; While the party remains on hold, the system preferably continues to deliver either the default treatment or the requested treatment, and if the party on hold requests a new treatment, the system delivers the new treatment (step 315).
  • the communication device for the party on hold may provide an indication of a selected new treatment by, for example, receiving and providing a number or code corresponding to the new treatment, and the other communication device or communication devices within the call may receive that indication.
  • An augmentation to a treatment may also be provided to the communication device on hold to provide (step 319), for example, information to the party on hold while that party receives the selected or preselected treatment.
  • the calling party's connection may be in queue waiting for a real-time connection, and the treatment may be augmented to indicate to the calling party the position of its connection in the queue and an expected time duration before the real-time connection will be made.
  • the communication device on hold may receive information stating it is the Mth caller on hold or will likely be serviced in N minutes. Therefore, treatments on hold may be provided by either the communication device on hold, or their associated computers, switches, or other components. Both communication devices may deliver treatments using stream splicing of the connection.
  • the system determines if there has been a disconnection (step 313). If the other party or parties to the communication session have maintained a connection, and the party on hold has not disconnected, the system resumes the connection for the party or parties that were on hold (step 314). [0052] If the system delivered a default treatment, it may also determine if the party on hold remains on hold (step 317). If so, it typically determines if the party on hold entered an indication of a requested treatment (step 318) and, if so, it delivers the requested treatment in steps 306-311. Otherwise, it continues to deliver the default treatment (step 305).
  • the processing shown in FIG. 3 may occur between communication devices in PSTN 102, communication devices in IP network 100, or between a communication device in PSTN 102 and another in IP network 100.
  • the information such as the requested music need not be provided from the other parties in the communication session.
  • audio stream server 118 may provide the requested music through IP network 100. If another party's communication device does not provide the requested music, a different source may more efficiently and cost effectively provide it through IP network 100.
  • a system may accomplish this efficiency using statistical multiplexing of packet-based information.
  • Statistical multiplexing of packets and different pricing schemes for transmitting packets over the Internet are known and are described in, for example, the MacKie-Mason & Varian document identified above.
  • the server providing the information may use spare packets in the transmission for providing the audio information.
  • other types of information of potential use to the party on hold may be provided. For example, through IP network 100 a party on hold may hear information received over the Internet, including, as mentioned above, news or other audio information.
  • the party on hold may elect to take advantage of this useful time to check their voice mail.
  • a system interfaces the calling party's communication device with the corresponding voice mail server for that party.
  • the processing shown in FIG. 3 is typically implemented in software for controlling the corresponding communication devices. If the communication device is interfaced with PSTN 102, the corresponding voice switch may contain software for performing this processing. If the communication device is a smart communication device or a communication device having an associated computer interfaced through IP network 100, the corresponding router or smart communication device or associated computer may contain software for performing the processing.
  • the voice switch and router may contain software for performing this processing, depending upon whether the connection is made through the router and IP network 100, through voice switch 105 and another communication device interfaced with the voice switch, or a communication device interfaced with the voice switch through PSTN 102.
  • the component interfacing the network to communicate with a communication device, or combination communication device and other component may contain the software.
  • gatekeeper 115 may contain such software.
  • an apparatus for the calling party's communication device to receive a response to an attempted communication session may include the following elements.
  • the apparatus attempts to initiate a communication session from a calling party's communication device to a called party's communication device. It receives at the calling party's communication device a plurality of options for treatments if the attempted communication session was not completed.
  • the apparatus receives an indication of a selected one of the treatments and provides the selected treatment at the calling party's communication device, optionally providing the treatment as explained above with respect to sending real-time information in communication networks or requesting the treatment from the calling party's or called party's communication device.
  • an apparatus for the called party's communication device to provide a response to an attempted communication session may include the following elements.
  • the apparatus receives an attempt to initiate a communication session from a calling party's communication device to a called party's communication device. It provides at the calling party's communication device a plurality of options for treatments if the attempted communication session was not completed.
  • An apparatus associated with the calling party's or called party's communication device may include additional features, such as receiving an indication of a selected one of the treatments and optionally providing the selected treatment to the calling party's communication device.
  • the apparatus may also provide options for treatments of receiving a recorded message, transferring to a voice mail system, transferring to a pager, transferring to an e-mail system, or initiating another communication session.
  • treatments may be provided based upon default-provisioned options, caller specific or selected options, or called party intervention to provide options.
  • FIG. 4 is a flow chart illustrating this process for providing options for call termination treatments to a calling party.
  • the calling party through a communication device, attempts a communication session or connection with a called party (step 400), and the called party's communication device receives that attempt. If the call is answered (step 401 ), normal transmission occurs (step 402) involving a real-time communication session. Otherwise, the called party's communication device determines the called party's treatment options (step 403), which may include determining if there is user intervention by the called party, for example (step 404), in which case the called party's communication device presents options to the called party for selection and receives an indication of selected options in response (step 405).
  • the called party's communication device sends default or selected treatment options (step 406), depending upon whether options were selected through user intervention. Default options may be predefined by the called party's communication device, or by the called party or other person.
  • the calling party's communication device receives the default or selected treatment options (step 407) and determines if the calling party selected or preselected options (step 408). If not, it presents treatment options to the calling party and receives an indication of a selected option in response (step 409).
  • the calling party's communication device may present the options in optional audio, text, or multimedia formats. If the calling party selected no option, the calling party's communication device may send a default option.
  • the calling party's communication device determines if the calling party's selected option or the default option is available locally such as on the device or without requiring a network connection (step 410). If not, it requests the treatment from the called party's communication device (step 411 ), which delivers the selected or default treatment (step 412). Treatments include, for example, the following: transferring the calling party's connection to a voice mail system (step 413), transferring the calling party's connection to a cellular or other communication device (step 415), delivering a recorded message (step 416), transferring the calling party's connection to an e-mail system (step 417), or providing another type of option (step 418).
  • a calling party when a calling party's communication device does not successfully complete a connection with a called party or other person, a calling party is provided options likely to increase the probability that the calling party will reach the called party, or otherwise provide the called party with an indication of the priority of the communication session. For example, if the call is urgent, the calling party may elect to transfer to a pager or another communication device for the called party rather than leaving a voice mail message. Thus, high priority or value calls are possibly transferred to a more expensive service, such as a cellular communication session, potentially resulting in increased revenue for the service provider.
  • the processing shown in FIG. 4 may occur between communication devices in PSTN 102, between communication devices in IP network 100, or between a communication device in PSTN 102 and another in IP network 100.
  • the processing shown in FIG. 4 is typically implemented in software for controlling the corresponding communication devices.
  • the corresponding voice switch may contain software for performing this processing.
  • a communication device interfaced with IP network 100 such as a smart communication device or a communication device having an associated computer, is involved in the connection, the corresponding router or smart communication device or associated computer may contain software for performing this processing.
  • the voice switch and router may contain software for performing this processing depending upon whether the connection is made through the router and IP network 100, through voice switch 105 and another communication device interfaced with the voice switch, or a communication device interfaced with the voice switch through PSTN 102.
  • the component interfacing the network to communicate with a communication device, or combination communication device and other component may contain the software.
  • gatekeeper 115 may contain such software.
  • an apparatus for receiving treatments corresponding to the calling party's unsuccessful attempt to complete a communication session may include the following elements.
  • the apparatus attempts to initiate a communication session from a calling party's communication device to a called party's communication device.
  • the apparatus receives an indication that the attempted communication session was not completed, and also receives at the calling party's communication device a message providing an indication of a treatment corresponding to the attempted communication session.
  • an apparatus for providing treatments corresponding to a calling party's unsuccessful attempt to complete a communication session may include the following elements.
  • the apparatus receives an attempt to initiate a communication session from a calling party's communication device to a called party's communication device.
  • the apparatus provides to the calling party's communication device a message providing an indication of a treatment corresponding to the attempted communication session.
  • An apparatus associated with the calling party's or called party's communication device may include additional features, such as the following. It may receive or provide a cause value and an associated message corresponding to the attempted communication session, and may also provide an address of the message in alternate languages. These messages may offer multiple media formats such as text, audio, or video.
  • the message may be obtained from the calling party's communication device or from the network by using the address; alternatively, the treatment may be received or transmitted with the message. Varying versions of the message, such as a multimedia version, may be provided.
  • FIG. 5 is a flow chart illustrating this process for providing treatments in a distributed communication system.
  • a calling party attempts a communication session or connection with a called party (step 500). If the call is answered (step 501), normal transmission occurs (step 502) involving a real-time communication session. Otherwise, the called party's communication device may provide, and the calling party's communication device may receive, an indication of a treatment including a cause value plus an address of an associated message concerning why the connection was not completed, such as a disconnected number.
  • the treatment may optionally include addresses for the message in alternate languages (step 503) such as, for example, a URL identifying the available network locations and protocols of the treatment or message.
  • This address may optionally include a version identifier to ensure use of the current version if a local cache is maintained.
  • communication devices may include associated computers, which may receive and process the messages.
  • the calling party's communication device receives the message with the indication of the treatment (step 504). It determines if the treatment is resident on the machine for the calling party (step 505) and, if the treatment is resident, the calling party's communication device provides that treatment to the calling party, optionally using the additional addresses to obtain and provide the treatment or message in alternate languages and formats (step 507).
  • the varying versions of the treatment or message may be provided, such as a multimedia version. The user may subscribe to specific formats and languages for treatments; if so, the correct forms of the treatment are used.
  • the system may use a URL to obtain the treatment (step 506) and provide it to the calling party, optionally using the additional addresses to obtain and provide the treatment or message in alternate languages.
  • the system may transmit the treatments using packets of a reduced fee and need not, for example, maintain a network connection for a duration of the treatment or message delivery. This processing may thus save network time and cost.
  • the calling party's communication device may also include a local cache for temporarily storing information associated with a cause value. The device may thus locally retrieve the information in response to a cause value and avoid having to again retrieve the information via the network. This local retrieval of information also saves network time and cost. It also eliminates the need for local maintenance of treatment messages.
  • the cache may include a version or date with the information and discard it after a particular time period to help prevent, for example, using outdated information in response to a cause value.
  • the called party's communication device may optionally send a message with the treatment provided in alternate languages and formats (step 508).
  • the calling party's communication device receives the message (step 509) and provides the treatment to the calling party, optionally providing it in alternate languages or formats (step 507).
  • the transmitted treatment typically includes an indication concerning why the call was not completed.
  • the treatment may include a cause value.
  • Standard cause values and related information are described in the following documents, all of which are incorporated herein by reference: International Telecommunication Union, Telecommunication Standardization Sector (ITU-T) Recommendation Q.931 bis: Digital Subscriber Signalling System No. 1 (ITU 1995); ITU-T Recommendation Q.931 : Digital Subscriber Signalling System No. 1 ; Network Layer (ITU 1994); ITU-T Recommendation Q.932: Digital Subscriber Signalling System No. 1 ; Network Layer (ITU 1994).
  • ITU-T International Telecommunication Union, Telecommunication Standardization Sector
  • Another standard cause value may be created, a generic cause value, indicating that more information is available for the treatment, and that information may be provided as explained above.
  • the treatment may include an address of an audio or visual message providing information concerning why the connection was not completed, the audio or visual message being accessible via the URL or other address.
  • the treatment optionally includes URLs specifying locations and protocols of the message in alternate languages so that the calling party may hear the message in a particular language, which may be useful for attempted international communication sessions. Therefore, the calling party's communication device may use the URL to access the message through IP network 100 or PSTN 102. Accordingly, refinability of treatments may be achieved using information accessible via URLs identified by a standard cause value.
  • the processing shown in FIG. 5 may occur between communication devices in PSTN 102, between communication devices in IP network 100, or between a communication device in PSTN 102 and another in IP network 100.
  • the processing shown in FIG. 5 is typically implemented in software for controlling the corresponding communication devices. If the communication device is within PSTN 102, for example, the corresponding voice switch may contain software for performing this processing. If the communication device is a smart communication device or a communication device having an associated computer interfaced with IP network 100, the corresponding router or smart communication device or associated computer may contain software for performing this processing.
  • the voice switch and router may contain software for performing this processing, depending upon whether the connection is made through the router and IP network 100, through voice switch 105 and another communication device interfaced with the voice switch, or a communication device interfaced with the voice switch through PSTN 102.
  • the component interfacing the network to communicate with a communication device, or combination communication device and other component may contain the software.
  • gatekeeper 115 may contain such software.
  • the router or voice switch, or smart communication device or associated computer under software control may access the audio message through IP network 100 in order to obtain the audio message as part of the treatment.
  • the address may also specify paths for alternate languages so that, upon request by the calling party, the software within a router or voice switch or other component may obtain the message in different languages as requested by the user.
  • Machines or other apparatus implementing functions described in the present specification may include a computer processor for performing these functions. They may include modules or programs configured to cause the processors to perform the functions and optionally may include computer program products stored in a memory.
  • the computer program products may include a computer-readable medium or media having computer-readable code embodied therein for causing the machines or other apparatus to perform the functions.
  • the media may also include a computer data signal embodied in a carrier wave and representing sequences of instructions which, when executed by a processor, cause the processor to securely address a peripheral device at an absolute address by performing the method described in this specification.
  • the media may also include data structures for use in performing the functions.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)

Abstract

L'invention concerne un système permettant d'envoyer des informations en temps réel dans un réseau de communication comprenant un dispositif de communication de partie appelante et un dispositif de communication de partie appelée. La partie appelante essaie d'appeler la partie appelée, et reçoit une indication l'informant que la partie appelée est indisponible. La partie appelée fournit également une adresse à laquelle la partie appelante peut envoyer des informations en temps non réel. La partie appelante peut ensuite enregistrer des informations en temps non réel, et les envoyer à l'adresse fournie par la partie appelée en temps non réel. Lors d'un envoi à la partie appelée, la partie appelante peut simplement fournir une adresse à partir de laquelle la partie appelée peut extraire les informations en temps non réel.
EP03730393A 2002-06-04 2003-06-02 Procede et systeme permettant de traiter des appels manques Withdrawn EP1514402A1 (fr)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US16236602A 2002-06-04 2002-06-04
US162366 2002-06-04
PCT/IB2003/002083 WO2003103262A1 (fr) 2002-06-04 2003-06-02 Procede et systeme permettant de traiter des appels manques

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EP1514402A1 true EP1514402A1 (fr) 2005-03-16

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EP03730393A Withdrawn EP1514402A1 (fr) 2002-06-04 2003-06-02 Procede et systeme permettant de traiter des appels manques

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AU2003260819A1 (en) 2003-09-12 2005-04-06 Nokia Corporation Method and device for handling missed calls in a mobile communications environment
US7668539B2 (en) 2006-08-02 2010-02-23 International Business Machines Corporation Method and system for enhanced management of missed phone calls
US8078204B2 (en) * 2007-11-09 2011-12-13 Google Inc. Unsuccessful call alert

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EP0913982B1 (fr) 1997-11-03 2006-12-27 Nortel Networks Limited Système de transfert de messages
US6324265B1 (en) 1998-06-22 2001-11-27 Nortel Networks Limited Originator disposition options for communications session termination
US20020076027A1 (en) * 2000-12-20 2002-06-20 Nortel Networks Limited Fallback to message compose on synchronous call attempt

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Title
See references of WO03103262A1 *

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