EP4173273A1 - Procédé de traitement d'une requête provenant d'un terminal de communication - Google Patents
Procédé de traitement d'une requête provenant d'un terminal de communicationInfo
- Publication number
- EP4173273A1 EP4173273A1 EP21740603.2A EP21740603A EP4173273A1 EP 4173273 A1 EP4173273 A1 EP 4173273A1 EP 21740603 A EP21740603 A EP 21740603A EP 4173273 A1 EP4173273 A1 EP 4173273A1
- Authority
- EP
- European Patent Office
- Prior art keywords
- communication terminal
- communication
- identifier
- terminal
- management platform
- 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.)
- Pending
Links
- 238000004891 communication Methods 0.000 title claims abstract description 464
- 238000012545 processing Methods 0.000 title claims abstract description 36
- 238000000034 method Methods 0.000 title claims abstract description 19
- 238000003672 processing method Methods 0.000 claims description 26
- 230000002452 interceptive effect Effects 0.000 claims description 18
- 238000012795 verification Methods 0.000 claims description 10
- 238000004590 computer program Methods 0.000 claims description 7
- 230000005540 biological transmission Effects 0.000 claims description 6
- 239000003795 chemical substances by application Substances 0.000 description 11
- 230000009471 action Effects 0.000 description 2
- 230000004044 response Effects 0.000 description 2
- 230000000295 complement effect Effects 0.000 description 1
- 238000005516 engineering process Methods 0.000 description 1
- 230000006870 function Effects 0.000 description 1
- 230000000977 initiatory effect Effects 0.000 description 1
- 238000002955 isolation Methods 0.000 description 1
- 239000000463 material Substances 0.000 description 1
- 238000010295 mobile communication Methods 0.000 description 1
- 230000004048 modification Effects 0.000 description 1
- 238000012986 modification Methods 0.000 description 1
- 230000008569 process Effects 0.000 description 1
- 239000002151 riboflavin Substances 0.000 description 1
- 108010038598 smooth muscle cell-derived migration factor Proteins 0.000 description 1
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements
-
- 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
- H04M3/42008—Systems for anonymous communication between parties, e.g. by use of disposal contact identifiers
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/15—Aspects of automatic or semi-automatic exchanges related to dial plan and call routing
- H04M2203/152—Temporary dial plan
-
- 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
- H04M3/42025—Calling or Called party identification service
- H04M3/42034—Calling party identification service
- H04M3/42059—Making use of the calling party identifier
Definitions
- the present invention relates to a method of processing a communication request from a communication terminal.
- the request is intended to establish a communication with a second communication terminal via a communication management platform.
- the invention applies in particular to platforms used for customer management or customer services for, for example, the provision of services.
- Some companies such as telephone operators, make customer services or customer services available to their customers or future customers.
- customer service using a generic call identifier or call number
- this call is received in a platform intended for the management or processing of communications.
- this platform's mission is to put the calling customer in communication with a customer service resource who can respond to his request.
- the customer service resource can be a person in charge of customer relations (known as an operator or a call center) or a voice server giving him requested information.
- the communications management platform selects an appropriate operator to respond to the customer's request, for example based on information relating to the service requested by the customer.
- IVR interactive voice server
- IVR interactive voice response
- an operator answering the customer's call requests the service the customer is looking for and, on duty, directs the call to the most suitable extension for processing their request.
- customer service or customer service takes the form of a platform for managing or processing communication requests received from customer communication terminals. These communication requests are intended for establishing communication with a communication terminal associated with the communication management platform.
- the communications management platform receiving a communications request from a first communications terminal, identifies a second communications terminal associated with the management platform, and communicates the first communications terminal with the second communications terminal.
- the second communication terminal In the case of customer service, the second communication terminal generally corresponds to a position of a person in charge of customer relations.
- the communications management platform connects the customer and the operator.
- customer service is inefficient in delivering the service and the customer experience is not optimal.
- the invention proposes to improve this situation.
- the invention relates, according to a first aspect, to a method of processing a communication request originating from a first communication terminal, the request being intended to establish a communication with a second communication terminal via a platform. for managing communications, the method comprising identifying the second communications terminal from among a set of communications terminals associated with the communications management platform.
- the treatment method further comprises:
- the first communication terminal receiving said at least one identifier which has been assigned to it, can use this identifier to establish subsequent communications with the second communication terminal, without the identification of the second terminal having to be implemented again. . Therefore, the customer can contact the agent of the second communication terminal using the received identifier.
- the attribution of the identifier to the first communication terminal allows the establishment of a communication between the first and second communication terminals.
- a third communication terminal would not be able to establish communication with the second communication terminal using the identifier assigned to the first communication terminal.
- the identifier can only be used by the first communication terminal to establish communication with the second communication terminal.
- the processing method is implemented by the communications management platform following receipt of a communications request from the first communications terminal.
- This communication request is intended to establish a communication with a communication terminal associated with the communication management platform, for example to request a service provision.
- the operator or user of the second terminal is aware of the service requested by the user of the first communication terminal.
- the processing of the service requested by the user of the first communication terminal is efficient and the user's customer experience is positive.
- the user of the first communication terminal will be put in communication with the user of the second communication terminal directly and that he will not have to re-request the service from the user of the second communication terminal (by example an operator).
- Communication management platforms can be used for different purposes.
- the communication management platform can be a customer service platform of a company, such as a telephone operator, an insurance company, a central purchasing or reservations, etc.
- a service can be any request from a user of a communication terminal, the user generally being a customer of a company providing a communication management platform.
- the service can be for example the resolution of a problem encountered by the customer, the reservation of a trip, etc.
- said at least one identifier is a call identifier or an electronic mail address.
- the first communication terminal receives from the communication platform a call identifier and / or an electronic mail address allowing it to establish communication with the second communication terminal.
- a user of the first communication terminal can thus establish communications with a user (such as a customer service agent) of the second communication terminal using the call identifier and / or the e-mail address received. of the communications management platform.
- a user such as a customer service agent
- the message transmitted to the first terminal includes a hypertext link to a resource in a network, this resource making it possible to send an electronic message to the electronic mail address assigned to the first communication terminal.
- the message may include a hyperlink to a web page hosted by a web server, such as the corporate web page providing customer service through the communications management platform.
- a web server such as the corporate web page providing customer service through the communications management platform.
- the user of the first communication terminal can reach the resource via the hyperlink, and uses this resource for establishing communication with the second terminal.
- the resource is configured to address an electronic message, the content of which is composed by the user of the first communication terminal, to the electronic mail address assigned to the first communication terminal by the communications management platform.
- the processing method further comprises placing the first communication terminal in communication with the second communication terminal, following receipt of the communication request.
- the first communication terminal in addition to receiving the call identifier and / or the electronic mail address which has been associated with it by the communications management platform, is placed in communication with the second communication terminal. identified.
- the second communication terminal can be identified based on information relating to the first communication terminal.
- the information relating to the first communication terminal is obtained by an interactive voice server receiving the request from the first communication terminal.
- the attribution of the identifier to the first communication terminal comprises the storage of said identifier and of the identifier of the first communication terminal, this storage making it possible to associate said identifier with the identifier of the first communication terminal.
- the processing method may include recording in a database, the identifier of the first communication terminal and the identifier assigned to the first communication terminal, the two identifiers being recorded in association.
- the processing method further comprises recording in the database, in association of the identifier of the first communication terminal and the identifier assigned to the first communication terminal, of a validity variable indicating if the assigned identifier is valid.
- the validity variable may have a first value representative of the validity of the assigned identifier and a second value representative of the invalidity of the assigned identifier.
- the assigned identifier is valid if the service requested by the user of the first communication terminal is being processed.
- the identifier is not valid if the requested service has been provided.
- the assigned identifier can be used.
- the first communication terminal can establishing communication with the second communication terminal. Once the user of the first terminal has obtained the requested service, the first communication terminal can no longer establish communication with the second communication terminal using the identifier assigned to it.
- the processing method further comprises the generation of a period of validity time during which said at least one assigned identifier can be used by the first communication terminal to establish a communication with the second communication terminal. communication. In this embodiment, after the time period has elapsed, the assigned identifier is not valid.
- the treatment method further comprises:
- the verification of the validity of the assigned identifier comprises the verification of the validity variable associated with the assigned identifier recorded beforehand, the communication between the first communication terminal and the second communication terminal being established if the variable of validity indicates that the assigned identifier is valid.
- the processing method further comprises the generation of a message informing that the assigned identifier is not valid, and the transmission of the message to the first communication terminal. If the requested service has been provided, when the communications management platform receives an additional request and at the stage of verifying the validity of the identifier, the assigned identifier is not valid, the establishment of communication with the second terminal is refused and the first communication terminal is informed. Upon receipt of this informative message, the user notices that he must again send a communication request to the communications management platform using the identifier used to reach the communication management platform.
- the present invention relates, according to a second aspect, to a device for processing a communication request originating from a first communication terminal, intended to establish a communication with a second communication terminal via a communication management platform, the device. processing comprising a module for identifying the second communication terminal from among a set of communication terminals associated with the communication management platform.
- the treatment device further comprises:
- the processing device further comprises a communication module configured to establish communication between the first communication terminal and the second communication terminal.
- the processing device further comprises a module for generating said at least one identifier associated with the second identified communication terminal, the generated identifier being assigned to said first communication terminal.
- the processing device is configured to record in a database, the identifier of the first communication terminal and the assigned identifier, the two identifiers being recorded in association.
- the processing device is further configured to record in the database, in association of the identifier of the first communication terminal and of the assigned identifier, a validity variable indicating whether the assigned identifier is valid. .
- the processing device further comprises a verification module configured to verify in the database whether the assigned identifier recorded beforehand is valid, and in which the communication module is further configured to establish communication between the first communication terminal and the second communication terminal if the assigned identifier is valid.
- the processing device further comprises a module for generating a message informing that the assigned identifier is not valid, and a module for transmitting the message to the first communication terminal.
- the present invention relates, according to a third aspect, to a communications management platform comprising a processing device in accordance with the invention.
- the communication management platform comprises an interactive voice server.
- the present invention relates, according to a fourth aspect, to a computer program comprising a sequence of instructions for carrying out the processing method according to the invention, when it is loaded and executed by a processor.
- the present invention relates, according to a fifth aspect, to an information medium readable by a computer, on which is recorded a computer program comprising a sequence of instructions for the implementation of the processing method according to the invention, when loaded into and executed by a processor.
- the processing device, the communications management platform, the computer program and the information medium have characteristics and advantages similar to those described above in relation to the processing method.
- FIG. 1 shows a communications management platform according to one embodiment
- FIG. 3 illustrates steps of the processing method according to one embodiment in the form of exchanges between entities
- FIG. 4a illustrates a hardware architecture that can implement the proposed processing method
- FIG. 4b is a functional representation of a management platform according to one embodiment.
- FIG. 1 represents a communications management platform 100 according to one embodiment.
- a first communication terminal 10a sends a communication request R1 to the communication management platform 100, via a gateway 40.
- the communication request R1 is intended to establish communication with a second communication terminal 20 via the communication management platform.
- the second communication terminal 20 is part of a set of communication terminals 200 associated with the communications management platform 100.
- each communication terminal of this set is part of a set of communication terminals 200 associated with the communications management platform 100.
- the communication request R1 originating from the first communication terminal 10a is a request of SIP type (for “Session Initiation Protocol”).
- SIP Session Initiation Protocol
- other protocols can be used for communication between the first communication terminal and the communication management platform, for example using DTMF (for "Dual-Tone Multi-Frequency), SDMF (for" Subscriber) technologies.
- Main Distributing Frame ”), MDMF (for“ Multiple Data Message Format ”) or others.
- a communication terminal is considered to be any device capable of establishing communications with other communication devices or terminals 10a, 10b, 20 via a communication network 30.
- the communication terminal 10a, 10b, 20 may be a mobile communication terminal, such as a mobile telephone, for example of the “smartphone” type, a tablet or a laptop computer, an office computer or a domestic device capable of establishing a connection. with another communication terminal 10a, 10b, 20 via a communication network 30.
- the communication terminal 10a, 10b, 20 can also be a fixed telephony terminal.
- the gateway 40 is a gateway allowing access to the communication management platform 100 as well as access from the platform to communication terminals 10a, 10b.
- Gateway 40 is for example in an operator's platform or can be a residential gateway.
- the communications management platform 100 comprises an interactive voice server or IVR 102, known in English terminology as "Interactive Voice".
- the platform 100 when the platform 100 receives a communication request R1, it is received in particular by the interactive voice server 102.
- the interactive voice server 102 dialogues with the user of the first communication terminal 10a to obtain relative information. to the first communication terminal 10a.
- the interactive voice server 102 obtains, for example, information relating to the service sought by the user of the first communication terminal or client.
- the interactive voice server 102 uses the information obtained to identify the second communication terminal 10b from among the set of communication terminals 200 associated with the communication management platform 100.
- the operation of an interactive voice server is known to the French government. skilled in the art and will not be described in detail here.
- the communications management platform is the customer service of a telephone operator
- the user can for example express, by a voice message or by an action on the keyboard of the first communication terminal , if his request concerns a mobile telephone subscription, an Internet subscription, or if the user is a private or professional customer, or a potential customer, etc.
- the communications management platform 100 can be intended for other services, for example it can be used as a reservation center, for example for an airline or rail company, as a purchasing center or the like.
- the interactive voice server 102 also obtains the identifier of the first communication terminal 10a.
- the identifier of the first communication terminal 10a is a call identifier.
- This call identifier is a unique identifier associated with the first communication terminal 10a making it possible to identify the communication terminal 10a in a mobile network of an operator with which the user of the first communication terminal 10a, 10b is a subscriber.
- the call identifier is an MSISDN identifier (for “Mobile Station International Subscriber Directory Number”) corresponding uniquely to the SIM card (for “Subscriber Identity Module”) of the communication terminal 10a, 10b.
- the communications management platform 100 further includes an alias generation platform 101.
- This alias generation platform 101 is configured to receive from the interactive voice server 102 and / or the set of agents 103, the information obtained relating to the first communication terminal 10a.
- the alias generation platform 101 is configured to identify, as a function of the information obtained relating to the first communication terminal 10a, a second communication terminal 20, the user of which can respond to the request of the user of the first terminal. communication 10a.
- the alias generation platform 101 is configured to generate at least one identifier associated with the identified second communication terminal 20 and assign it to the first communication terminal 10a, 10b.
- the generated identifier assigned to the first communication terminal 10a, 10b can be used subsequently by the first communication terminal 10a, 10b to establish communication with the second communication terminal 20.
- Said at least one generated identifier assigned to the first communication terminal can be an electronic mail address.
- the electronic mail address includes the call identifier and the name of the company providing customer service.
- the email address can take the following forms: “TerminalCallDentifier” @CompanyName.com “
- the communications management platform 100 generates a call identifier and an electronic mail address.
- the first communications terminal can subsequently establish a communication with the second communication terminal 20 via different technical means
- the communication management platform 100 generates either a call identifier or an electronic mail address.
- the communications management platform 100 further comprises a set of agent or operator stations 103.
- the agent stations 103 can obtain information relating to the first communication terminal 10a, either as a replacement or as a substitute. complement, the interactive voice server 102.
- an agent station can be put in contact with the first communication terminal 10a for example to respond to the communication request received from the first communication terminal 10a.
- the alias generation platform 101 is further configured to send a communication request to the second communication terminal 20 intended to put the first communication terminal 10a and the second communication terminal 20 in communication. .
- the alias generation platform 101 is configured to transmit to the first communication terminal 10a a message comprising the identifier assigned to it.
- the communications management platform 100 further comprises a database 104 in which the identifier of the first communication terminal 10a, in association with the generated identifier assigned to the first communication terminal 10a, 10b. As will be described later, a validity variable indicating whether the assigned identifier is valid or invalid is also recorded in the database 104 for each peer formed by the identifier of the first communication terminal 10a and the generated and assigned identifier. to the first communication terminal by the communication management platform 100.
- the database is not part of the communications management platform 100 and is associated with the communications management platform 100.
- the communication management platform 100 further comprises a messaging server 105 intended to receive electronic messages originating from the first communication terminal 10a, 10b.
- the messaging server 105 can receive electronic mail or SMS type messages (for “Short Message Service”).
- the electronic messages can be sent to the mail server 105 of the communications management platform 100 via a web server 50.
- FIG. 2 illustrates steps of the treatment method according to one embodiment. This method is implemented by a communications management platform 100 as shown in FIG. 1.
- the processing method is implemented following the reception E10 of a communication request R1 originating from the first communication terminal 10a, 10b.
- This communication request R1 is intended to establish a communication with a second communication terminal 20.
- the communications management platform 100 When the communications management platform 100 receives the communications request R1 originating from the first communications terminal 10, the second communications terminal 20 is identified as E11 from among a set of communications terminals 200 associated with the communications management platform 100.
- the identification is implemented according to the information obtained from the first communication terminal 10a, 10b.
- the communications management platform 100 uses databases with information specific to the communications management platform, for example the database 104.
- the implementation of the identification of the second terminal is known to those skilled in the art and does not need to be described in detail here.
- an identifier associated with the identified second communications terminal 20 is generated E12 and assigned E14 to the first communications terminal 10a, 10b.
- a message comprising the identifier generated and assigned to the first communication terminal is transmitted E13 to the first communication terminal 10a, 10b.
- the identifier assigned to the first communication terminal can be a call identifier and / or an e-mail address.
- the message transmitted to the first terminal includes a hypertext link to a resource in the communication network 30, this resource making it possible to send an electronic message to the generated electronic mail address.
- the message may include a hyperlink to a web page hosted by a web server 50, for example the company's web page providing customer service through the communications management platform 100.
- the user of the first communication terminal 10a, 10b can reach the resource via the hypertext link, and uses this resource to establish a communication with the second communication terminal 20.
- the resource is configured to send an electronic message of which the content is composed by the user of the first communication terminal 10a, 10b, to the electronic mail address generated by the communications management platform 100. For example, when the user of the first terminal 10a, 10b selects the hyperlink in the message received from the communications management platform 100, a web page is loaded on which the user can compose a message intended for the user. user of the second communication terminal 20 or operator.
- the e-mail address generated by the communications management platform 100 is pre-filled in the recipient field of the message.
- the message sent by the communication management platform 100 to the first communication terminal 10a, 10b contains the hyperlink instead of the electronic mail address.
- the generated identifier is recorded E14 in the database 104.
- the attribution E14 of the identifier to the first communication terminal comprises the storage of said identifier (the identifier generated and assigned to the first communication terminal) and the identifier of the first communication terminal, this storage making it possible to associate said identifier with the identifier of the first communication terminal.
- the identifier of the first communication terminal and the identifier assigned to the first communication terminal are recorded in a database, the two identifiers being recorded in association.
- the management platform 100 When the management platform receives E20 from the first communication terminal 10a, 10b an additional request R2 intended to establish a connection with the second communication terminal 20 identified previously, the management platform 100 implements checks E21, E22 to decide whether the first communication terminal 10a, 10b can be placed in communication with the second communication terminal 20. During these verifications E21, E22, it is checked whether the identifier assigned to the first communication terminal is valid. It is considered that an additional request R2 is a request received subsequently to the first communication request R1 and after generation. an identifier associated with the second communication terminal 20 and with the first communication terminal 10a, 10b.
- the identifier generated by the communications management platform 100 is associated, in addition to the second communications terminal 20, with the first communications terminal 10a, 10b.
- an identifier is valid if it can be used, or in other words if the first communication terminal 10a, 10b can establish communication with the second communication terminal 20 using this identifier.
- an identifier is not valid if it cannot be used by the first communication terminal 10a, 10b to establish communication with the second communication terminal 20.
- a first check is implemented E21 intended to check whether the call identifier of the first communication terminal 10a, 10b is recorded in the database 104 of the management platform 100 (or associated with the management platform 100). If the identifier is present in the database 104 and is in association with the second communication terminal 20, the method comprises a second verification E22 intended to verify the value of the validity variable associated with the generated identifier and with the 'call identifier of the first communication terminal 10a, 10b.
- the validity variable may have two values, a first value indicating that the identifier is valid and a second value indicating that the identifier is not valid.
- the identifier is valid as long as the service requested by the user of the first communication terminal 10a, 10b has not been provided.
- the validity variable has the first value until the service has been provided. Once the service has been provided, the validity variable presents the second value, with the validity variable indicating that the identifier is no longer valid.
- the validity variable has the first value, this first value being the default value of the validity variable.
- the value of the validity variable is modified so that it indicates that the assigned identifier is no longer valid.
- This modification can be implemented by an agent of the set of agents 103, such as the agent handling the call or agent using the second communication terminal.
- the processing method further comprises the generation of a period of validity time during which the assigned identifier can be used by the first communication terminal 10a, 10b to establish a communication with the second terminal communication 20.
- the assigned identifier is not valid.
- the value of the validity variable indicating whether the assigned identifier is valid is updated according to the expiration of this period of validity.
- the value of the variable indicates that the assigned identifier is valid as long as the validity period has not expired.
- the value of the variable indicates that the assigned identifier is no longer valid after the validity period has elapsed.
- the validity variable has a value indicating that the assigned identifier is not valid
- a message informing that the assigned identifier is not valid is generated E24 and transmitted E25 to the first communication terminal 10a, 10b.
- the user of the first communication terminal 10a, 10b is thus informed of the invalidity of the identifier previously received.
- the checks presented above prevent the same operator from being contacted by communication terminals which have not been put in contact beforehand via the management platform concerning a service.
- the user of the first terminal gives the identifier received to another user so that he can contact the operator who has been assigned to the first communication terminal.
- the user of the first terminal uses the identifier assigned to the first communication terminal once the service is provided and the management platform 100 has responded to his request. Indeed, for the provision of a new service, the user of the first terminal 10a, 10b must send to the management platform 100 a first communication request R1 to obtain a new identifier.
- the management of the communication terminals 200 associated with the communication management platform 100 is provided for by the platform itself and the communication terminals 200 are not contacted directly outside the communication platform 200.
- the management of the management platform is optimal.
- the generated identifier which is assigned to the first communication terminal 10a, 10b is a secondary identifier or alias of the second communication terminal 20.
- This secondary identifier or alias is assigned to the first communication terminal 10a, 10b during the period of validity.
- this period of time corresponds to the period of time necessary for the service requested by the user of the first communication terminal 10a, 10b to be provided.
- the first communication terminal 100 does not receive the main call identifier from the second communication terminal 20, but an alias call identifier.
- the validity period has a predefined value.
- the user of the first communication terminal can reach the second communication terminal during this predefined period of time.
- FIG. 3 illustrates steps of the processing method according to one embodiment in the form of exchanges between the different entities.
- the user of the first communication terminal 10a sends a request R1 intended for the management platform 100, it is received by a gateway 40.
- the gateway 40 retransmits the request R1 to the management platform.
- the communication terminal 10a is put in communication with the interactive voice server 102 and / or an operator of the set of operators 103.
- the interactive voice server 102 and / or the operator of the set of agents or operators 103 obtain information Inf relating to the service requested by the user of the first communication terminal 10a, 10b as well. as call identifier Id1 of the first communication terminal 10a, 10b.
- This information Id1, Inf is sent to the alias platform 101, this platform identifying E11 a second communication terminal 20 from among a set of communication terminals 200.
- the alias generation platform 101 generates E12 an identifier associated with the second communication terminal 20.
- the alias generation platform 101 assigns a secondary identifier or alias to the second identified communication terminal 20. .
- the generated identifier Id2 is transmitted E13 to the first communication terminal 10a via the gateway 40 and assigned E14 to the first communication terminal 10a, 10b.
- the identifier of the first communication terminal Id1 and the generated identifier Id2 and assigned E14 to the first communication terminal are recorded in the database 104 and the first communication terminal 10a, 10b is set. communication with the second communication terminal 20. It will be noted that the identifier generated for the second communication terminal 20 or identifier associated with the second communication terminal 20 is assigned or associated with the first communication terminal 10, in particular with the identifier of the first communication terminal Id1.
- the alias generation platform E101 consults the database 104 to verify E21, E22 whether the identifier Id2 is valid. Depending on the outcome of this verification E21, E22 the communication between the first communication terminal 10a and the second communication terminal 20 is established or not. In the practical case illustrated, the communication between the communication terminals is established E23. In the illustrated case, following this E23 communication, the service is considered to have been provided. Thus, when the communication terminal 10a again sends a communication request R3, the alias generation platform 101 generates E24 a message informing that the identifier id2 is no longer valid and transmits E25 this message to the first communication terminal 10a.
- Figure 4a schematically illustrates a hardware architecture of a processing device 60 that can implement the proposed processing method.
- the processing device 60 can be integrated into the communications management platform 100, in particular into the alias generation platform 101.
- the processing device 60 comprises a communication bus 600 to which are connected:
- a processing unit 601 named in the figure CPU (for “Central Processing Unit”) and which may include one or more processors;
- non-volatile memory 602 for example ROM (for “Read Only Memory”), EEPROM (for “Electrically Erasable Read Only Memory”) or a Flash memory;
- the random access memory 603 comprises registers suitable for recording the variables and parameters created and modified during the execution of a computer program comprising instructions for the implementation of the proposed processing method.
- the instruction codes of the program stored in non-volatile memory 602 are loaded into RAM memory 603 for execution by the processing unit CPU 601.
- the non-volatile memory 602 is for example a rewritable memory of the EEPROM or Flash memory type which can constitute a medium within the meaning of the invention, that is to say which can comprise a computer program comprising instructions for the implementation of the. proposed treatment method.
- the rewritable memory can include, for example, a database listing call identifiers, generated secondary identifiers and identifier validity variables.
- FIG. 4b is a functional representation of a processing device 60 according to one embodiment.
- These modules include in particular: - an identification module 61 of the second communication terminal 20 from among a set of communication terminals 200 associated with the communication management platform 100,
- an allocation module 62 to the first communication terminal of at least one identifier associated with the second communication terminal, allowing the first communication terminal to establish communication with the second communication terminal,
- the processing device 60 may further comprise, depending on embodiments: - a communication module 64 configured to establish communication between the first communication terminal 10a, 10b and the second communication terminal 20,
- a verification module 65 configured to check in the database whether the generated identifier Id2 registered beforehand is valid
- 62 is further configured to record in a database 104 the identifier of the first communication terminal 10a, 10b, the identifier generated and assigned to the first communication terminal, and a validity variable indicating whether the generated identifier Id2 assigned to the first communication terminal is valid.
- the aforementioned modules and means are controlled by the processor of the processing unit 601. They can take the form of a program executable by a processor, or a material form (or “hardware”), such as a specialized integrated circuit (known as in Anglo-Saxon terminology known as ASIC for “Application-Specific Integrated Circuit”), a system on chip (known in Anglo-Saxon terminology as SoC for “System On Chip”), or an electronic component of the programmable logic circuit type, such as than an FPGA type component (for “Field-Programmable Gâte Array”).
- ASIC Application-Specific Integrated Circuit
- SoC System On Chip
- FPGA type component for “Field-Programmable Gâte Array”.
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Mobile Radio Communication Systems (AREA)
- Telephonic Communication Services (AREA)
Abstract
Description
Claims
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
FR2006592A FR3111500A1 (fr) | 2020-06-24 | 2020-06-24 | Procédé de traitement d’une requête provenant d’un terminal de communication. |
PCT/FR2021/051134 WO2021260318A1 (fr) | 2020-06-24 | 2021-06-22 | Procédé de traitement d'une requête provenant d'un terminal de communication |
Publications (1)
Publication Number | Publication Date |
---|---|
EP4173273A1 true EP4173273A1 (fr) | 2023-05-03 |
Family
ID=72560819
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
EP21740603.2A Pending EP4173273A1 (fr) | 2020-06-24 | 2021-06-22 | Procédé de traitement d'une requête provenant d'un terminal de communication |
Country Status (4)
Country | Link |
---|---|
US (1) | US12034885B2 (fr) |
EP (1) | EP4173273A1 (fr) |
FR (1) | FR3111500A1 (fr) |
WO (1) | WO2021260318A1 (fr) |
Family Cites Families (6)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5703943A (en) * | 1995-10-16 | 1997-12-30 | Lucent Technologies, Inc. | Completion of calls to a preferred agent in an automatic call distributor |
US6778653B1 (en) * | 1999-11-09 | 2004-08-17 | Nortel Networks Limited | Storing information about a telephony session |
US8413058B1 (en) * | 2007-08-21 | 2013-04-02 | United Services Automobile Association (Usaa) | Systems and methods for click-to-callback |
DE102013006351A1 (de) * | 2013-04-12 | 2014-10-30 | Unify Gmbh & Co. Kg | Verfahren und Vorrichtung zur Verwaltung eines Anrufs an ein Callcenter |
US20230291837A1 (en) * | 2019-03-18 | 2023-09-14 | Virtual Hold Technology Solutions, Llc | System and method for mobile device active callback integration utlizing callback triggers |
US10827072B1 (en) * | 2019-11-07 | 2020-11-03 | Avaya Inc. | Immediate call reconnection to the same agent in a contact center |
-
2020
- 2020-06-24 FR FR2006592A patent/FR3111500A1/fr not_active Withdrawn
-
2021
- 2021-06-22 US US18/003,182 patent/US12034885B2/en active Active
- 2021-06-22 EP EP21740603.2A patent/EP4173273A1/fr active Pending
- 2021-06-22 WO PCT/FR2021/051134 patent/WO2021260318A1/fr unknown
Also Published As
Publication number | Publication date |
---|---|
WO2021260318A1 (fr) | 2021-12-30 |
US20230262167A1 (en) | 2023-08-17 |
FR3111500A1 (fr) | 2021-12-17 |
US12034885B2 (en) | 2024-07-09 |
Similar Documents
Publication | Publication Date | Title |
---|---|---|
US11882139B2 (en) | Method and system for preventing illicit use of a telephony platform | |
US10089658B2 (en) | Systems and methods to provide connections via callback acceptance cross-reference to related applications | |
US9704182B2 (en) | Systems and methods to provide connections via callback acceptance | |
US9648166B1 (en) | System and method for managing customer communications over communication channels | |
US8190705B2 (en) | Communication capability coupons | |
EP3182671B1 (fr) | Procédé et dispositif pour un service de messagerie | |
EP3890287A1 (fr) | Procédé et dispositif de gestion des appels entrants dans un terminal de communication | |
WO2021260318A1 (fr) | Procédé de traitement d'une requête provenant d'un terminal de communication | |
US8675855B2 (en) | Call authorizatin for pay-per-call services | |
EP1545091A1 (fr) | Système de communication entre un terminal mobile et un serveur de communication et les procédés de communication associés | |
WO2013076420A1 (fr) | Procede de gestion de la mise en relation numerique | |
EP3035723B1 (fr) | Procédé de transmission de données en relation avec une communication | |
KR102414223B1 (ko) | 대면 녹취 시스템 및 그 방법, 인증 장치 | |
FR3044789A1 (fr) | Procede d'autorisation d'une transaction | |
EP4073999A1 (fr) | Procede de traitement de requetes de resolution de nom de domaine | |
FR3102635A1 (fr) | Procédé de traitement d’un appel sortant émis par un terminal de communication et terminal mettant en œuvre ce procédé. | |
AU2021218220A1 (en) | System for vetting communications being sent to a person’s communication device | |
EP4268441A1 (fr) | Procédé de traitement d'une requête d'établissement d'une communication | |
CN113298532A (zh) | 通信授权、通信纠纷处理和通信方法、装置以及通信系统 | |
FR2887390A1 (fr) | Procede et equipement de selection, depuis un terminal mobile, d'un compte payeur d'un appel telephonique | |
FR3024259A1 (fr) | Systeme et procede de paiement sur facture de telephone mobile | |
FR2771874A1 (fr) | Equipement de liaison multimedia d'acces potentiel a un sous-ensemble de terminaux | |
FR3059862A1 (fr) | Traitement d'une communication par un agent conversationnel automatise | |
WO2002061642A2 (fr) | Procede d'acces prepaye a un reseau de communication | |
WO2008017776A2 (fr) | Procede et systeme d'authentification d'utilisateurs dans un reseau de communication |
Legal Events
Date | Code | Title | Description |
---|---|---|---|
STAA | Information on the status of an ep patent application or granted ep patent |
Free format text: STATUS: UNKNOWN |
|
STAA | Information on the status of an ep patent application or granted ep patent |
Free format text: STATUS: THE INTERNATIONAL PUBLICATION HAS BEEN MADE |
|
PUAI | Public reference made under article 153(3) epc to a published international application that has entered the european phase |
Free format text: ORIGINAL CODE: 0009012 |
|
STAA | Information on the status of an ep patent application or granted ep patent |
Free format text: STATUS: REQUEST FOR EXAMINATION WAS MADE |
|
17P | Request for examination filed |
Effective date: 20230123 |
|
AK | Designated contracting states |
Kind code of ref document: A1 Designated state(s): AL AT BE BG CH CY CZ DE DK EE ES FI FR GB GR HR HU IE IS IT LI LT LU LV MC MK MT NL NO PL PT RO RS SE SI SK SM TR |
|
DAV | Request for validation of the european patent (deleted) | ||
DAX | Request for extension of the european patent (deleted) | ||
RAP3 | Party data changed (applicant data changed or rights of an application transferred) |
Owner name: ORANGE |
|
STAA | Information on the status of an ep patent application or granted ep patent |
Free format text: STATUS: EXAMINATION IS IN PROGRESS |
|
17Q | First examination report despatched |
Effective date: 20240326 |