GB2492058A

GB2492058A - Radio terminal detecting and providing call progress messages to a connected telecare terminal

Info

Publication number: GB2492058A
Application number: GB201109993A
Authority: GB
Inventors: David C Robson
Original assignee: BURNSIDE TELECOM Ltd
Current assignee: BURNSIDE TELECOM Ltd
Priority date: 2011-06-14
Filing date: 2011-06-14
Publication date: 2012-12-26
Also published as: GB201109993D0

Abstract

A state of progress of a communication from a radio terminal 10 to the remote terminal 13 via the radio network 12 is detected and one or more call progress messages are sent to the user terminal 11 to inform a user of the state of progress of the communication. A call progress message comprises a call progress announcement and/or text message to the user terminal to be enunciated and/or displayed at the user terminal.Â The user terminal 11 may, for example, be a telecare terminal and the remote terminal (13) may, for example, be a telecare call centre. The radio terminal 10 may be a fixed cellular terminal. Embodiments of the invention include a call centre terminal for receiving automated messages form user terminals across a wireless network, the call centre terminal comprising means for receiving an initiation message from a user terminal, providing an acknowledgement of receipt, the acknowledgement comprising a non-billable message that is transparent to billing processes in the wireless network.

Description

RADIOTERMINAL WITH CALL PROGRESS MESSAGES

Field of the Invention

This invention relates, in general, to the fields of wireless telephones and telecare systems and it relates to a method of operation of a radio terminal (such as a fixed cellular terminal) connectable to a user terminal (such as a telecare terminal) and connecting the user terminal through a radio network to a remote terminal (such as a call centre).

Background to the Invention

There is a growing demand for fixed cellular terminals such as the BumsideTM T94OTM fixed cellular terminal that allows a user to use an existing telephone, telephone system, computer or telecare terminal to make calls and send message over a GSM wireless network. These terminals are particularly useful for users in a location where there are no landlines or where installing a landline is expensive or not feasible or simply inconvenient. A fixed cellular terminal provides ease of installation and is often an inexpensive alternative to landline telephones. For example, many operators provide free mobile-to-mobile calls within a network. By selecting a network operator for the fixed cellular terminal that is shared with a user's most commonly called connections, the fixed cellular terminal can indeed provide virtually free connectivity. There are no line rental charges. A pay-as-you-go SIM card can be installed and many calls can be made free of charge.

BurnsideTM fixed cellular terminals are commonly used in boats, lifts, temporary offices, exhibitions, open air events and outside broadcasting. There is growing demand for use in telecare networks and social alarm functions. For example, a telecare terminal can be connected to a BurnsideTM fixed cellular terminal to provide connectivity to a telecare call centre. An example of a telecare terminal is a Tunstall LifelineTM home unit.

When establishing a call through a wireless cellular network, such as a GSM network, there can be a degree of delay not always experienced in a landline network. When a telecare or other end user equipment is directly connected to a landline network, there is generally an immediate feedback in the form of a call progress code, e.g. in the form of a dial tone indicating that there is an end-to-end connection and the operator at the remote end is aware of the incoming call. By contrast, when a user terminal is connected to fixed wireless terminal, a user may be anxious about what is happening before a dial tone can be heard.

An additional problem is that many call centres operate on dual tone multiple frequency (DTMF) signalling protocols. A GSM network is not always suitable for sending DTMF tones. If the voice codec used in the network is a full rate GSM codec, DTMF tones are generally transmitted quite adequately through the network, but if the voice codec is, for example, an adaptive multi rate codec, dual tone signals are not always conveyed correctly across the wireless network.

Another problem is that telecare protocols expect rapid response. If, for example, there is an emergency (either generated by an alarm at the user terminal or by a user pressing a button to connect urgently to the call centre), long loop delays in the network can be a significant irritation.

There is a need to provide an improved radio network terminal, for example for communicating the tclecare terminal to a telccare call centre, but also for other purposes.

There is also a need for improved protocols at the telecare call centre. There is also a need for improvements in the connection between a user terminal and fixed cellular terminal in terms of the user experience in placing an outbound call.

Summary of the Invention

These and other needs are addressed by providing a method of operation of a radio terminal connectable to a user terminal and connecting the user terminal through a radio network to a remote terminal, comprising: detecting, at the radio terminal, a state of progress of a communication from the radio terminal to the remote terminal via the radio network, and providing a call progress message to the user terminal to inform a user of the state of progress ofthe communication.

By detecting, at the radio terminal, a state of progress of the communication through a wireless network and by providing a call progress announcement to the user terminal, informing the user of the state of progress of a communication, the user experience is enhanced. Preferably call progress announcements are generated upon initiation of test routines between the radioterminal and a remote terminal. These test routines can include an initial signal strength (or similar) test, a caller line identifier (CLI) test with or without a loop delay test, a tone test and other tests of the line.

Brief Description of the Drawijg

Fig. 1 shows a radioterminal in accordance with the preferred embodiment of the invention, connected through a wireless network to a call centre terminal in accordance with the preferred embodiment of the invention.

Fig. 2 is a signalling diagram illustrating signals passing between the elements of the system of Fig. 1.

Fig. 3 is a process flow diagram in respect illustrating operation of the terminal of Fig. 1.

Brief Description of the Preferred Embodiments

Referring to Fig. 1, a radioterminal 10 is illustrated connected to a user terminal 11 and connected through a wireless network 12 to a call centre terminal 13, to which an operator 14 is connected. The radioterminal 10 is optionally connected to the terminal 13 by a landline network 15.

The radioterminal 10 itself comprises a GSM radio telephone monitor 20, a speech processor 21, a general processor 22 and a memory 23 having stored therein certain stored messages.

The user terminal 11 may be a telecare terminal such as a Tunstall Lifeline ConncctTM hub, to which one or more social alarm devices may be connected wirelessly or otherwise.

Additionally or in the alternative, the user terminal 11 may be a client unit as described in UK patent application GB 2 455 326 A. The radioterminal 10 is preferably a Burnside T94OTM fixed cellular terminal having certain additional programming features and stored messages as described herein. A Bumside T940 fixed cellular terminal is available from Bumside Telecom Limited, IPR House, 37 Guildford Road, Lightwater, Surrey, UK.

Operation of the apparatus of Fig. 1 will be described with reference to the message flow diagram of Fig. 2.

Upon the occurrence of an event at the user terminal 11, such as the user pressing a button to indicate "all is well", or at a predetermined time of day when the user terminal 11 is required to make a routine check-in, the user terminal 11 attempts to initiate a communication to the call centre 13. As shown in Fig. 2, the first step is an attempt by the user terminal 11 to go "off hook", indicating to the radioterminal 10 that a communication is to be initiated. Before a call can be initiated through the wireless network 12, the radioterminal 10 must have adequate signal strength from the wireless network 12. The radioterminal 10 measures the received signal strength of the signal from the wireless network 12. This is indicated by RSSI signal 201. Other measures of signal strength are possible such as carrier-to-interference ratio or signal-to-noise ratio or bit error rate and the term "signal strength" is used herein to broadly encompass any and all of these. The specific indicator used is not important and indeed a combination of indicators may be preferable. The radioterminal 10 need not wait for the off-hook attempt 200 before measuring the RSST. The radioterminal 10 may perform signal strength measurements on a regular basis in anticipation of an off-hook attempt.

If the signal strength is adequate, the general processor 22 of the radioterminal 10 causes a stored message to be output from memory 23 through speech processor 21 and presented to the user terminal 11. The message may for example say "good signal, testing line" or the like. The user terminal 11 typically has an audio loudspeaker, and such a message is typically enunciated through the loudspeaker without any other action required by the user at the user terminal 11. Thus the user has an immediate feedback to indicate that so far all is well with the message to the operator 14. If the signal strength falls below a first, upper threshold, a different message may be enunciated such as "signal is weak, testing line", If the signal strength is poor, an alternative procedure may be initiated such as initiation of a call over the landline network 15 is there is such a network. In such a case, the message enunciated may S be "poor radio signal, calling operator by landline". If there is no landline network, a different message may be enunciated such as "poor signal, please move this terminal closer to a window or to a different window". There may be further fall-back messages in the event of further failures.

Instead of or as well as a voice message, a message may be displayed on an LCD or other screen.

Continuing with the process as illustrated in Fig. 2, assuming that the signal strength is good, the radioterminal 10 sends a call initiation message 210 through the wireless network 12 to the call centre 13. The initiation message includes a calling line identifier (CLI) associated with the subscriber identity module of the radio terminal 10, uniquely identifying the user of the user terminal 11. This initiation message with the CLI passes through the wireless network 12 without generating any billing event.

CLI is supported by both PSTN and cellular networks and is a free service (albeit that an initial set-up charge may be payable). In the case of a PSTN receiving location, the CLI is supported by the local telco; such a service is described in the document BT SIN 227: "CDSTM -CALLING LINE IDENTIFICATION: SERVICE DESCRIPTION SERVICE" (see It has been recognized that it is possible to send information over a telecommunications network free of charge by sending a caller line identifier [CLI] code to the receiver without the receiver answering the call. So, for example, if the sender wishes to send a message saying that they or it needed help, the sender could send a CLI to a receiver that was capable of detecting the incoming CLI without going off hook', thereby avoiding a charge from the network operator. A preferred embodiment of the invention may therefore make use of the CLIP service as described in ETSI GSM 02.8 1.1.

The call centre terminal is preferably programmed with a database that correlates received CLIs against responses and actions.

Upon receipt of the initiation message 210, the call centre 13 checks the CLI against a list of authorised terminals. If it recognizes the CLI, it acknowledges by an acknowledgement message 215. A number of acknowledgement messages may be used, one of which is a call_confirmed message with the cause "user busy". Such a message is commonly referred to as a user determined user busy "UDUB" message. (Another possible message is release_complete message with the cause "user busy".) The UDUB condition normally indicates that a user is busy and cannot receive calls and occurs when a user rejects an offered call by responding to a received SETUP message with the corresponding UDUB condition.

In the present case, the UDUB message is being used for a very different purpose. It is being used merely as an acknowledgement. It passes through the wireless network 12 without causing a billing event. It passes through without charge to the user of the radioterminal 10.

(Such a message would be unsuitable if it were possible for the call centre 13 to be busy and to generate a UDUB engaged, but tclecare call centres arc typically arranged never to reply with a busy signal.) The radioterminal 10 receives the acknowledgement signal with the UDUB condition. When the acknowledgement 215 is received at the radioterminal 10, the latter is able to measure the time delay between the outbound message 210 and the acknowledgement 215. This is an indication of the speed of the connection between the radioterminal 10 and the call centre 13.

If the round-trip delay is less than about 30 -100 milliseconds, the connection is considered fast. If the round-trip delay is between about 100 and 3009 milliseconds, it is considered slow but feasible. If the round-trip delay is more than 300 milliseconds, it is likely to trigger a fault condition at the call centre 13 and a request to retransmit can be anticipated.

The radioterminal 10 sends a call progress message 220 to the user terminal 11, for example "fast connection, now connecting to call centre". Altematively, if the round trip delay exceeds the desired threshold, a different message can be enunciated, such as "connection is quite slow, but we are now connecting to the call centre". Note that this message takes more than 1 second to enunciate. The radioterminal 10 does not wait before proceeding with its next step. While the message is being enunciated, the radioterminal 10 proceeds with a test to test the line between the radioterminal 10 and the call centre 13. This test takes the form of sending one or more tones 225 in DTMF or STMF formats. Alternatively, a combination of these formats can be used.

The GSM network 12 is not ideally suited for sending DTMF or other tones, but such is the preferred format for receipt by a typical call centre 13. Accordingly, it is preferable to test the link for its suitably for sending these tones. If, for example, the codec used in the network 12 is a full-rate GSM codec, the ability to convey the tones may be good, whereas if the codec is an adaptive multi rate codec, it may be quite poor. A predetermined sequence of tones is sent to the call centre 13. In the process of establishing the call to the call centre and sending these tones, the network 12 indicates to the terminal 10 the type of codec being used (e.g. full rate/half rate/adaptive multi-rate). The codec is signalled to the radioterminal by signalling message 228. If this message indicates the codec is a full rate codec, there is an opportunity for a further call progress message 229, for example "connection is suitable". Alternatively, if this message indicates the codec is an adaptive multi-rate codec, a different message may be annunciated (e.g. "poor connection but attempting to connect"). The number and type of tones sent may depend on the suitability of the connection (e.g. additional or repeated tones in the case of a sub-optimal connection).

The call centre 13 receives and decodes the tones. If the tone sequence is correctly received, an acknowledgment 230 is sent back to the radioterminal 10. The acknowledgement 230 may take a number of forms. As an example, if the tone sequence is correctly received, the acknowledgement may itself be a tone sequence.

Upon receipt at the radioterminal 10 of the acknowledgement 230, the radioterminal 10 causes a call progress message 232 to be sent to the user terminal 11, for example the word "connected" indicating that the user terminal 11 is in full communication with the call centre 13. At the same time, the radioterminal 10 confirms to the user terminal 11 an off-hook condition. The telecare terminal 11 is now in DTMF and voice communication with the call centre 13. The user terminal 11 can send various status reports by DTMF to the call centre 13, or the user at the user terminal 11 can speak directly with an operator 14.

Various optional processes can occur if one or more of the above steps fails. For example, if there is no acknowledgement 230 from the call centre 13 or if there is some acknowledgement indicating that the DTMF tone sequence 225 was only partially received, a second test signal 240 can be sent from the radioterminal 10 to the call centre 13. This second test signal 240 may comprise a different sequence of DTMF and/or STMF tones or a longer sequence. If an acknowledgement 245 is received, the message 232 may be sent to the user terminal 11, indicating that there is a connection. If the acknowledgement 245 is not received, or if a negative acknowledgement is received (indicating that the second tone sequence contained errors), an alternative message 250 is sent to the user terminal 11 and enunciated to the user.

This message may, for example, be "poor line, we are calling the centre -please expect a call back". In these circumstances, the radioterminal 10 generates a pre-recorded voice message 255 to the call centre 13 and, after sending this voice message, it performs a hang-up operation, terminating the call. At the same time, the radioterminal 10 maintains the off hook condition 260 to the user terminal 11. Thus the user terminal 11 is ready to receive a call. At this point, an operator 14 dials the number for the radio terminal 10 and is put through to the user terminal 11. The operator's voice is immediately enunciated through the speaker at the user terminal 11 and a microphone at the user terminal 11 can pick up any response from the user.

The radioterminal 10 preferably performs a timer operation in anticipation of the call back 265 from the call centre. If the call back from the call centre is not received within a predetermined period of time (e.g. 20 seconds) the radioterminal 10 performs a repetition 270 of the pre recorded voice message 255 and again hangs up the line. This process can be repeated a number of times (N) and there are various options for what may happen next.

These options include sending a different pre recorded voice message to the call centre 14 and, uhimately, placing a call to a manned patrol or placing an emergency call (999 or 911) with an appropriate message to the user terminal 11 indicating that such a call is being placed and a pre recorded voice message to the respective service indicating the address and the nature of the call-out problem or emergency.

Referring to Fig. 3, the operation of processes performed by the general processor 22 of the radioterminal 10 is illustrated in the form of a process flow diagram.

There is a master call process 300 which awaits an event in order to commence the process.

Process 300 may from time to time cause an RSSI test 305 to be performed, delivering an RSSI value 306 (or alternative value). Upon an event 310, such as the user terminal 11 trying to go off hook, a CLI test process 315 is performed, in which the CLI message 210 is sent to the call centre 13 and an acknowledgement 215 is expected. Upon successful completion of that process a first tone test 320 is performed. If the acknowledgement 230 is received, the result of the test is "pass" and the process returns to master call process 300. If the result is "fail" a second tone test process 320 is performed. If that process fails, a further process 330 is performed by which the pre recorded voice message 255 is sent to the call centre 13 and a hang up is performed. Following this process, the radioterminal 10 awaits a call back in process 335. If there is no call back, a count is incremented in process 340 and flow passes to process 330 for another call to be placed. If, after several attempts, the count 340 is exceeded, the entire test fails and the process returns to the master process 300. Upon each return of one of the processes 305, 315, 320, 325, 335 and 340 to the master process 300, the master process causes the radioterminal 10 to generate a call progress message to be enunciated through the speaker or displayed at the user terminal 11.

Features of the call centre 13 are now described.

After receipt from the radioterminal 10 of a call initiation message 210 with a recognized CLI, the call centre 13 generates an acknowledgement back to the radioterminal. The acknowledgement preferably takes the form of a non-billable message that is transparent to billing processes in the wireless network 12. An example of such a message is a UDUB message. Preferably the call centre 13 is arranged to suppress a UDUB condition in all other circumstances.

Another feature of the call centre 13 is its ability, by suitable programming, to receive a predetermined tone sequence (such as a DTMF and/or STMF sequence) and recognise this predetermined sequence as a test signal 225. Upon receipt of a test signal 225, the call centre 13 is programmed to reply to that user terminal as indicated by its CLI with an acknowledgement 230. The acknowledgement 230 may take the form of a sequence of tones generated by the call centre 13.

The call centre 13 is also adapted to recognise a fall-back tone sequence 240 if there is such a sequence at the radioterminal 10 and to reply with a suitable acknowledgement 245 which may be different from the acknowledgement 230.

Preferred features of the invention have been described, but modifications of detail can be made within the scope of the invention, as defined by the appended claims.

Claims

Claims 1. A method of operation of a radio terminal connectable to a user terminal and connecting the user terminal through a radio network to a remote terminal, comprising: detecting, at the radio terminal, a state of progress of a communication from the radio terminal to the remote terminal via the radio network, and providing a call progress message to the user terminal to inform a user of the state of progress of the communication, wherein the call progress message comprises a call progress announcement and/or text message to the user terminal to be enunciated and/or displayed at the user terminal.
2. The method of claim 1 wherein the step of detecting comprises measuring a signal strength, and the call progress message indicates whether the signal strength is considered to be good.
3. The method of claim 1 or 2, wherein the step of detecting comprises sending an initiation message to the remote terminal and detecting whether a response is received.
4. The method of claim 3 wherein the initiation message includes an identifier associated with the user terminal.
5. The method of claim 3 or 4, further comprising generating an acknowledgement of the initiation message at the remote terminal.
6. The method of claims, wherein the step of generating an acknowledgement comprises generating a message that does not trigger a billing event.
7. The method of claim 6 wherein the acknowledgement is a UDUB message.
8. The method of any one of claims 3 to 7 wherein the step of detecting comprises detecting whether an acknowledgement of the initiation message is received.
9. A radioterminal connectable to a user terminal for connecting the user terminal through a radio network to a remote terminal, comprising: means for detecting a state of progress of a communication from the radio terminal to the remote terminal via the radio network, and means for generating a call progress message and providing it to the user terminal to inform a user of the state of progress of the communication.
10. A call centre terminal for receiving automated messages from user terminals across a wireless network, the call centre terminal comprising: means for receiving an initiation message from a user terminal, the initiation message including an identifier associated with the user terminal; means for checking the indentifier and providing an acknowledgement of receipt, the acknowledgement comprising a non-billable message that is transparent to billing processes in the wireless network.
11. The call centre terminal of claim 10, wherein the acknowledgement comprises a TJDUB message.