FI112899B - Method and system for transmitting and aligning data to desired target - Google Patents

Description

, 112899

A method and system for transmitting and targeting information to a desired entity

The invention relates to a method according to the preamble of claim 1 for transmitting and targeting information to a desired entity.

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The invention also relates to a waste system according to claim 7 for transmitting and targeting information to a desired entity.

Using the method presented below, the customer-selected 10 records (such as an Internet-filled form) can be displayed to the customer service during the customer's call or when the call arrives at the customer service.

In accordance with prior art, service order information has been provided to the service provider on a customer - specific basis, for example:

For example, using the telephone network to solve the problem. Service providers very often have a customer database. When calling a customer service customer, they can be identified, for example, by the caller's A number. This A-number can be used to search the customer database so that all 20 customer information is visible to customer service.

On the Internet, it is also possible to fill in a record stored in the customer service, | I'm using a database browser.

•. '·: 25 In a telephony solution, the customer cannot influence themselves before calling what'.,. · The customer service database contains but is based on the customer service database and information.

· 'If a customer wants to verify a record of an order made over the Internet by telephone, · 30 details, he / she must provide some identification information on the phone. '·: From a record so that customer service can retrieve information from the database.

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The object of the invention is to provide a completely new type of method by which the above-mentioned prior art problems can be solved.

The invention is based on the fact that a service order form is filled in via a network such as the Internet, for example, and the order information is transmitted to the database via the same network. Through the data network, the subscriber of the service is provided with information on the service number, which can be changed by order, for example by telephone to confirm the order and / or check the progress of the delivery. When this predetermined telephone number is dialed, the order information linked to the service number of that order is transmitted to the service provider 10, while connecting the call of the subscriber to the service provider for possible oral verification or additional comments / additional information.

More specifically, the method according to the invention is characterized in what is set forth in the characterizing part of claim 1.

The system according to the invention, in turn, is characterized by what is stated in the characterizing part of claim 7.

The invention provides significant advantages:

As the method is based on making the information provided by the customer directly accessible to the person answering the call through the Internet,. ·, · This can reduce the number of telephone conversations between the customer and customer service. This one. Therefore, errors and misunderstandings are reduced.

Because the information is displayed in a ready and clear format on the PC screen, customer service can be served faster. So customers do the part ;;; 'About the job of a maid.

·; · '30. The invention will now be described by way of example and with reference to the accompanying drawings.

'' · | Fig. 1 is a functional block diagram of one system according to the invention.

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Figure 2 is a flow chart illustrating one embodiment of the method of the invention.

Figure 3 is a flow chart illustrating another embodiment of the method of the invention.

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Figure 4 shows an example of one record according to the invention.

One example of an embodiment of the invention may be the ordering of pizza over the Internet. The customer chooses which pizza and which spice he wants to order from the pizzeria website. Once the customer has selected the required items from the web page, he or she sends the pizza information to the external database of the intelligent network at the touch of a button. As a feedback, the customer receives from the database a service number (eg 0100-1299) that he can call. When a customer calls this service number, the call is connected to the service owner, called the seal, controlled by the intelligent network. When the call arrives at the pizzeria, the pizzeria can be used to retrieve the pizza information selected by the customer from the web site based on 15 service numbers. Alternatively, the information may be automatically provided to the service provider during a call. This way, the information is already in the seal when the call is answered.

1, the rigid system according to the invention consists of client 10 components, operator components 11 and service provider components 12. The client 10 components comprise a client computer 1 and a client 4. A computer 1, typically a personal computer, is connected to a communications network such as the Internet and the like. telephone 4 is connected to another ·. '· 25 data network, typically a normal telephone network. Of course, the computer 1 can also be a non-traditional desktop computer, such as a laptop computer for communication, or alternatively a computer capable of WAP or UMTS communication, possibly with other communication features.

The components of the operator 11 in turn comprise a subscriber A 5 to which. ': The customer's telephone 4 may be connected. The A-subscriber exchange 5, in turn, is connected to: the SSP exchange (Service Switching Point). The SSP exchange 5, in turn, communicates with both the service control point SCP and the B subscriber exchange 8. In addition, SCP 7 4 112899 communicates with an external database 2. The external database 2 communicates with both the client 10's computer 1 and the service provider's client servers 3.

The equipment of the service provider 12, in turn, comprises a switch 9 connected to the B subscriber exchange 8 of the operator 11 and the customer services 3 connected by telecommunications to the external database 2 of the operator 11. The customer service 3 may be with database 2. If the organization of the service provider is small, the switch 9 is redundant and the telephone 10 or telephones 10 may be directly connected to the B-subscriber exchange 8 via an analog or digital connection.

The above connections can be based on both a traditional wired connection and a wireless connection. Most important to the invention is the ability of the various components to communicate with each other. This, in turn, can be accomplished on the basis of the knowledge of the artisan in many ways.

Next, as illustrated in Figure 2, a method is described whereby a client stores data in an external database using his or her browser.

20 The client is connected to the Internet via his computer. He places an Internet address (URL) in his browser's address field that points either to the service provider's website or directly to an external database 21. A hyperlink to an external, * · 'database can be, for example, on the service provider's website and can be in the form' Thus, this link leads to an external database that returns the client, i 25 browser to the html page 22 defined by the service provider, and waits for the client feedback 23. The client fills in the submitted html page and returns a form with a button on the html page. the database communicates with each other using, for example, http or https. Next, the external database checks the data returned by the browser 25. If the format and amount of data is correct; incorrect data, sending 5 112899 save failures to the client browser, requesting a retry 30, and terminating process 31. When the service number is dialed (eg 01001299), the external database stores all data received from the client and the time of day 27. The data is stored in a single record the database and the information retrieval key are set to a service number generated by 5 external databases so that the data can be unambiguously retrieved later. Figure 4 illustrates an exemplary record that stores, in addition to the service number, a time stamp, the product to be ordered, additional information, and the price of the product. The client's browser is returned information about the selected service number to which he / she can call and also how long the stored information is stored in the database 28.

Finally, the database and browser processing processes are terminated 29.

Based on the example of Figure 3, the following describes a method according to the invention in which a customer calls customer service.

15 The client calls the service number 41 he has read from the browser. The call is routed from the A-subscriber exchange to the SSP exchange, which sends a service request to the SCP, the intelligent network controller 42. The SCP first queries the external database 43. If the service number record is found 44 the timestamp field for the record (the first data field in the record). If no record is found or the query 20 fails, the SCP instructs the SSP to terminate the call 49.

From the time field, the SCP 45 deduces, for example, whether the record is valid or outdated. If the data is outdated, the data record is deleted from database 48 and the SCP instructs the SSP-j * exchange to terminate the call 49. If the data is not outdated, the client application instructs the SCP to replace the called B-number, i.e., · 25 service number 46. The person answering the call will then see the service number dialed instead of the A number in the phone number display. The intelligent network controller then returns the information to the SSP exchange to connect the call to the destination number 47 found in the record (Fifth data field of the record).

Alternatively, the timestamp field expiration information can be accessed from the service provider 12 application and, if necessary, manually perform the necessary operations '' * for expired orders.

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The following describes a method according to the invention in which customer service 3 retrieves information and answers a call.

Thus, when the call reaches the target subscriber, the A number of the caller is the 5 service number dialed. Based on this number, the person answering the call can search the database from an external database using their own browser. Searching can be done as soon as the call begins to ring at the subscriber, since the number display device already displays the A number. In this case, the information stored in the customer's database is retrieved before the call is answered. Of course, the information can also be retrieved during a call. In this way, the browser of the person answering the call has the information selected and stored in the external database by the calling party using its own browser.

The target subscriber (= service provider 12) may be a PBX, an ISDN, an analog or a mobile subscription. The main thing is that he has a terminal 15 that is able to see the variable subscription-specific service number (e.g. 01001299) being transferred in the A-number field, either from the telephone display or from the number display device or the like.

With the help of the PBX, it is also possible to automatically retrieve from the external database a record completed by the customer based on the A-number 20 to be subscribed (in this case, the A-number is the service number). This requires that the PBX has the same name. ; '·· Functionality. This way the customer service does not have to search the database, but ...: * the server and its software attached to the PBX do a database search for ',' on behalf of the customer service.

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In addition to the A number, the method can also be utilized on the basis of the transfer number. In this case, the service number is replaced by the service number in the intelligent network. This dialer number can be displayed, for example, in an ISDN connection and in some PBXs.

; Figure 4 shows an example of one record according to the invention, wherein the topmost information is a search key, a variable service-specific service number (01001299). The first data field contains a timestamp (22:45) of the entry in the database, the second '| data field for pizza type (Americano), third data field for spice information (oregano), 7,118,299 fourth data field for price information (42 FIM), and fifth data field for the service provider's customer service target number, or C number (09060557).

The invention can also be used e.g. in auto repair shops and other similar functions 5 e.g. Ordered first through a car or other device maintenance information network and provide feedback as pitsatapauksessakin service number to dial to get in speech connection with the party carrying out the work, and arrangements can be made outside the order form more relevant. In addition, the same service number and database could be used even when the customer inquires about the service readiness level of 10 devices (eg car). This would allow customer service to see what the device (eg car) has done so far, as it can search for what it costs, etc. The database would then be updated as the maintenance work progresses. The service number could be taken up by the new customer at the end of the job and the customer retrieving their device (eg car). This allows the customer to receive up to 15 up-to-date information on the progress of the work. Of course, there may be even more applications.

In principle, any information displayed on the Internet can be stored in an external database of the intelligent network, since the external database is part of the Internet. And when this information is assigned a service number as an identifier, this information can be identified through a standard 20 telephone network. According to alternative embodiments of the invention, the data entered through the data network can be left in the database for a longer period of time and updated and read by the browser whenever necessary.

Thus, generally, the invention relates to a method in which a service subscriber is fed into a browser. * 25 information in the database, the search key is defined as a fixed, but continuously changing service number for the telephone network service, whereby the intelligent network connects the call through the service number to the correct service provider interface, and the destination subscriber information is retrieved by the browser. Further, according to the invention, the subscriber of the service is provided with an option either to a data network such as the Internet; · '30 to view the service provider or alternatively over the telephone network. ·: Activities at different stages of completion of the service, for example in a car service station application.

8 112899 Monitoring the progress of the implementation of such a service could include the ability to use a password for the progress of the service, if necessary.

Once the job is handed over to the customer, that combination of service number and password -5 can be disabled and the same service number can be re-enabled at a later time. The password can be set automatically and randomly for a certain length by a rigid system. This arrangement prevents different customers from seeing each other's orders. Similarly, service personnel may not be required to answer calls.

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Thus, according to the invention, the same service number can be used for both telephone (operation as with a normal telephone number) and the Internet (operation as user ID + password).

According to the invention, billing could also be handled in the manner of charging a service-specific variable service number through a normal telephone bill.

The method of the invention can be used, for example, to provide photographs to customers. For example, when a customer wants to have a JPEG 20 photo print in a print shop for color printing, the process (color settings, grayscale, etc.) can be monitored according to the invention, for example, via the Internet. In the same way . '.. the method can be applied to other printed matter.

: v For example, flower orders can also be made according to the method of the invention \ '·· 25, whereby the initial order is determined via the network and the call,. · To the service-specific, variable service number provided, allows the final product to be • selected through visual information, for example, via the Internet.

The other information network described in the invention may be, for example, Internet, WAP or UMTS. i or other public or local network. A telephone network such as an IN (Intelligent * Network) is also referred to as a data network.

Claims (12)

1. A method for transmitting and allocating data to a desired message, in which method - when a customer (10) receives an order via a first data network, and 5. a product or service in accordance with the order is delivered to the customer (10), characterized in that - via the first data network, a service-specific service number is supplied to the customer (10) in a second data network, - in response to the service-specific service number received by the customer (10) via the second data network, order information is delivered to a service provider (12). Method according to claim 1, characterized in that the customer (10) is connected to a service provider (12) via a data network. Method according to claim 1 or 2, characterized in that as a first data network; · An Internet, Wap, UMTS network or some other similar data network is used Method according to claim 1, 2 or 3, characterized by being like other data networks. *,: a normal tree telephone network, such as an IN network, is used. Process according to any of the preceding claims, characterized in that the invoicing of services and products is done through the invoicing of the second data network. Method according to any of the preceding claims, characterized in that in the process the customer is given the opportunity to follow up the completion of the service or product at least via the second data network. A system for transmitting and allocating data to a desired message, which system comprises 112899 means for receiving an order from a customer (10) via a first data network, and - means for delivering a product to the customer (10) or a service according to the order, characterized in that the system comprises - means (2) for supplying to the customer (10) a service-specific service number of a second data network via the first data network, - means (2) for delivering order information to a service provider (12). ) in response to the service-specific service number received from the customer (10) via the second data network. System according to claim 7, characterized in that it comprises means for connecting the customer (10) with a service provider (12) via a data network. System according to claim 7 or 8, characterized in that the first data network is used an Internet, Wap, UMTS network or some other corresponding data network. System according to claim 7, 8 or 9, characterized in that the second data network is a normal tree telephone network, such as an IN network. 1 System according to any of the preceding claims, characterized in that it comprises • bodies for managing the invoicing of services and products via the other * data network's invoicing. I «» System according to any of the preceding claims, characterized in that the method: has the means by which the customer is prepared to follow up the completion: of the service or product at least via the second data network.