IES79072B2

IES79072B2 - A communications controller

Info

Publication number: IES79072B2
Authority: IE
Inventors: Paul Coghlan; Liam Young; Eddie Kerr; Jeremiah Mccarthy; Christine Donaghy
Original assignee: Fournir Limited
Priority date: 1998-02-10
Filing date: 1998-02-10
Publication date: 1998-04-08
Also published as: GB2334410A; GB2334410B; IES980096A2; GB9802993D0

Abstract

A communications controller 1 for routing messages in a telecommunications network has three tiers of control. A front tier 2 defines an information interface for a network user. A back tier 4 has a short message service (SMS) database 41 for recording outgoing and incoming SMS messages and changes in message status, a computer telephony integration (CTI) database 42 for call logging, measurement of operator and system response and storing a unique user data string including a text greeting, an SMS connection bank 43 for connection to an SMS centre 44 comprising at least one modem and a protocol converter for routing messages to the modem in appropriate format, and a CTI interface 45 for communication with a telephony switch 46. A middle tier 3 has a processor 31 for SMS queueing and control of the SMS connection bank 43 and a (CTI) server 33 for communication with the telephony switch 46 using the CTI interface 45. Individual components of the tiers can be replaced or updated without impacting the rest of the system.

Description

The present invention relates to a communications controller and more particularly to a communications controller for routing messages throughout a telecommunications network.

Many stratagems for routing of short messages within such networks have been proposed. For example, one particularly efficient method of routing short messages is described in PCT Patent Specification No. WO 97/36434. (Markport Limited). While such systems accurately route text messages between telecommunication users on the network with a minimum time delay, they do not address the efficiency problems associated with paging bureaus. Market forces are such that paging bureaus are under increasing pressure to personalise the services which they offer while simultaneously contending with the phenomenal growth in the number of users of mobile telecommunications. This places considerable stress on the resources of such bureaus which receive messages from users of the network both in terms of personnel and telecommunications hardware. Heretofore, bureaus of this type have either elected to ignore the personalisation of responses to user calls or sacrificed expedient processing of the messages in an attempt a user friendliness. This has led to a two tier level of service namely economy and elite. Aside from the user dissatisfaction associated with time delays on such elite services, the operator intensive nature of operations is such that the number of potential users is severely limited without excessive bureau staffing. - 2 Additionally, previously proposed solutions have not adequately addresses the problems of scale in such systems , from a handful of operators with minimal message throughput to a configuration with hundreds of operators , and high-volume real-time data. Other problems arise in that the controller must frequently be integrated into existing information systems, whether they be spreadsheets or word processors for processing of management information or environments with differing Computer Telephony Integration (CTI) or Short Message Service (SMS) requirements such as cellular phone models or dedicated SMS protocol links. Furthermore, it is essential that messages maintained in a messaging database are so stored that is not possible for messages to get lost and that the stored information is continuously updated to reflect real-time message status. It is also imperative that the controller has the ability to recover seamlessly from any communications breakdown.

There is therefore a need for a communications controller which will address these commercial requirements and overcome the aforementioned problems.

Statements of Invention Accordingly there is provided a communications controller for use in a telecommunications network of the type having means for connection to short message service centre and a telecoms switch comprising:a front tier defining an information interface for a * network user; a back tier having a short messaging service database for recording outgoing short messaging service messages, changes in message status and incoming short messaging service messages, a computer telephony integration database for call logging, measurement of operator and system response, and storing a unique user data string for each user, said data string including a text greeting, an short messaging service connection bank for connection to the short message service centre comprising at least one modem and a protocol conversion device for routing messages to the modem in appropriate format, and a computer telephony integration interface formed for communication with a telephony switch; and a middle tier having a processor formed for message queuing and control of the short messaging service connection bank including means for accepting message requests from a client, recording each request in the short messaging service database and delivering the message to the short messaging service centre through the short messaging service connection bank, and a computer telephony integration server formed for communication with the telephony switch using the computer telephony integration interface, the computer telephony integration server incorporating means for identifying a received call type and user number and means for automatically retrieving the user data string associated with the identified user number.

Ideally the means for identifying a received call type and user number is provided by a parsable bitstream register communicating with the computer telephony integration server and the computer telephony integration database.

Preferably controller incorporates means for initiating a first graphics processor and routing an appropriate user data string to the first graphics processor in response to a call type indicating a diverted call.

Preferably controller incorporates means for initiating a second graphics processor, routing an appropriate user data string to the second graphics processor in response to a call type indicating a directly dialled call and means for establishing a connection to the processor.

Detailed Description The invention will be more clearly understood from the following description of an embodiment thereof, given by way of example only with reference to the accompanying drawing, in which:Fig. 1 is a diagrammatic view of a communications controller in accordance with the invention in a telecommunications network.

Referring to the drawing there is illustrated a communications controller indicated generally by the reference numeral 1. In order not to unnecessarily obscure the present invention specific performance details such as transfer speeds and transmission media have been omitted to aid clarity as they do not form part of the present invention. Similarly, while reference is made in the description to elements of a telecommunications I - network namely a Short Message Service Centre and a telecoms switch they do not form part of the current invention and are included only to illustrate use of the invention.

The communications controller 1 has three levels of abstraction, namely a front tier 2 a middle tier 3 and a back tier 4, each of which will be described in more detail below.

The front tier 2 represents the interface with a network user and the back tier 4 represents hardware elements. Components in the front tier 2 and the back tier 4 communicate only with components in the middle tier 3. Each component of the network has a strictly defined public interface through which all communication from communicating components is directed and this enables individual components of the tiers 2,3,4 to be updated or replaced without impacting the rest of the system. This beneficially reduces down time due to component failure, decreases dependence on specific component suppliers and facilitates connection with a wide variety of communication standards.

In more detail and referring specifically to the back tier 4 there is shown a Short Messaging Service Database 41 and a CTI Database 42. The SMS database 41 records new outgoing SMS messages, changes in message status and incoming SMS messages as processed by an SMS processor 31 * 30 of the middle tier 3. Additionally the SMS database 41 also maintains distribution lists for various broadcast applications and miscellaneous data such as spelling corrections, hot-key message text which will be described in more detail below. The CTI database 42 is used for call logging, measurement of operator and system response and identification of incoming callers. It maintains a table of authorised bureau clients, directory enquiry tables and user data such as customised message bureau greetings, web page addresses and indexes into other database tables. The CTI database 42 also maintains a data such as national and international area codes and mobile network operator data.

The back tier 4 also has an SMS connection component bank 43 for managing SMS messaging via either a cellular modem or a dedicated Short Message Service Centre (SMSC) link running a recognised SMS protocol. The connection component bank 43 has an AT and cellular module 43(a) for the initialising, terminating, management and handling of incoming and outgoing SMS messages over a cellular connection to a SMSC 44 via a modem which supports the AT+Cellular standard. The connection component bank 43 also has a number of protocol conversion devices namely an SMPP converter 43(b), a CIMD converter 43(c) and a TAP converter 43(d). Each of these converters is responsible for the management and handling of incoming and outgoing SMS messages over a dedicated link to the SMSC using the appropriate protocol.

The back tier 4 further incorporates a CTI Interface 45 formed for communication with a telephony switch 46 to control communication between the switch 46 and a CTI server 33 of the middle tier 3. The CTI Interface 45 thus processes call information passing to and from the switch 46.

The SMS processor 31 is formed for message queuing and the management of modem and protocol connection components.

The processor 31 accepts message requests from clients, records them in the SMS database and delivers them to the SMSC 44 via the bank 43. The SMS processor 31 also records changes in message status by maintaining the SMS database 41. The processor 31 is independent of the mechanism(s) used for SMS message transmission and of the nature of the SMS clients that use it.

The functional operation of the SMS processor 31 is divided into the following modes of operation:- ★ Outbound Message Queue: Messages from clients are time-stamped, queued, and recorded in the SMS database 41. Queued messages are then transmitted via the connection bank 43 under the control of the processor 31. On message completion, the client is signalled and the SMS database 41 updated. * Throughput Maximisation: The processor 31 analyses network traffic and automatically determines whether queued messages should be allocated to a single connection component or scheduled among multiple connection components to maximise throughput. ★ Error correction: When an error is detected by the processor 31 in the connection bank 43 the processor 31 automatically switches to a backup connection component and notifies the system operator. In the event that all backup connections fail to respond the processor 31 signals all connected clients and continues to accept messages from clients. These messages are processed as before and are recorded in the SMS database 41. The processor 31 continues to poll available connections and when an SMS connection is re-established, unsent messages in the database are queued and the message queue is processed to completion.

Inbound Messages: When the processor 31 detects the arrival of an incoming message, the message is recorded in the SMS database and any client that has registered for incoming message events is signalled. This mechanism can be used to support registered SMS messages (see below) and to allow users to configure the type of messages they wish to receive.

Registered Messages: The processor 31 automatically detects the presence of a registered SMS message request, updates the SMS database 41, signals the client on completion of message transmission and again on arrival of a delivery receipt message.

Web telecommunication Access: The SMS processor 31 incorporates a device interface formed to accept SMS messages from an Intranet or Internet web page. When such a message is detected the processor 31 initiates the device interface to decode the web originating message and process as before.

Administration Interface: The processor 31 may be switched into interface mode to provide an interface that can be used by an administrator to monitor the status of the message queue and of the SMS connection components. This is particularly beneficial for remote maintenance.

The CTI Server 33 of the middle tier 3 is formed for communication with the telephony switch 46 via the CTI interface 45. The server 33 provides call control functions to CTI clients, notifying the appropriate client with incoming/transferred call data and logging call progress data in the CTI database 42. The server 33 is independent of the make of switch and of the nature of the CTI clients that use it.

The functional operation of the CTI Server 33 is divided into the following modes of operation:* CTI Client Management: In this mode of operation the server authenticates logons from CTI clients using the CTI database 42 and maintains a list of currently logged on clients.

* Incoming Call Notification: The server 33 detects the presence of an incoming or transferred call data from the CTI interface 45 that identifies the caller ID and the destination operator ID. It identifies the CTI client process from the operator ID and signals it with caller data extracted from a directory table. This mode of operation is described in more detail below.

* Call Logging: The server 33 records details of incoming call arrival, call answer, call transfer and call termination.

Call Control: In this mode of operation in response to a signal from an operator the server 33 routes calls from CTI clients to the switch 46 via the CTI interface 45. a * Web Page Access: As before this mode of operation enables CTI control commands to be sent from an Intranet (or Internet) web page.

When a CTI call is received by the communications controller 1 through the switch 46 the CTI server 33 activates the interface 45 to allow receipt of the call. Each call has an associated bitstream header which is passed to the server 33. The header is routed into a bitstream register in the server 33 and parsed to identify the two data word elements associated with the call. The first data word is a four byte number identifying the called ID and the second data word identifies the caller. The caller ID defines the mobile user from which the diverted call was initiated to the controller 1. The caller ID data is a twelve byte data word and has the following format.

Bytes 11-9 Bytes 8-7 Bytes 6-0 National identifier Service provider ID number The contents of the register are then compared by the CTI server 33 with the contents of the CTI database 42. The four byte called ID is first compared with a list of predefined called ID words used to determine whether the call is a diverted call or a directly dialled call. When the server 33 identifies a match indicating that the call is as a result of a call divert from this comparison, the server 33 activates a first graphics processor to generate a user interface for a bureau operator. The caller ID dataword is then passed into the server 33 for comparison with the CTI database 42 using as primary index bytes 7 and 8 before searching for a match entry in the database 42 for bytes 0 to 6. When a match is found the associated text stream is extracted. The text stream contains a personalised greeting associated with the called ID which is returned and displayed for the operator through the first graphics processor. The caller ID is also returned to the first graphics processor and displayed for the operator. In this way when the message has been taken it may be efficiently routed to the destination without the possibility for error. The controller 1 releases control of the CTI server 33 to continue operations as described above by returning a ready signal to the switch 46 through the interface 45. This automatically answers the call for the operator and ensures that the call is processed in real time typically in less than two seconds.

Once the call has been answered, duration aspects of the call are monitored using a number of timers and results are stored in the database 42 for later use. The personal greeting associated with the called ID is read by the operator to the person placing the call. While this is happening all elements of the controller are free for use ensuring maximum availability of resources. This wait state continues until the carrier is dropped or until there is an input from the operator. One possible input may be to switch the CTI call to a voice mail box. In the event that the call is to be routed to the voice mail box, a signal is generated by the server 33 to pass the connection directly to the voice mail box and terminate the connection between server 33 and the person placing the call. When the voice message has been left the client is notified using an SMS message from the SMS processor 31 ( see below).

If the operator indicates that a text message is to be transmitted to the client the server 33 initiates a temporary storage buffer to receive the message and a counter. The counter monitors the number of bytes associated with the message to ensure that the GSM standard limits are not exceeded. On receipt of an end of message signal from the operator, the buffer is appended to the caller ID and transmitted to the SMS processor 31. An important feature of the operators message entry is that preset codes are defined to reduce data entry times. These Hot Key codes may include stock phrases such as please call other suitable text strings. The SMS Processor 31 then routes the message to the client using the bank 43 and the SMSC 44. The SMS processor 31 also updates the SMS database 41 as described above and monitors the transmission of the call to ensure delivery of the message.

In addition to this automatic recognition of the called ID and automatic retrieval of personalised greeting associated with the called ID, the system has the ability to recognise when the callers ID into the messaging bureau is not a diverted call from the clients number but is a direct call. When the server 33 identifies such a call by matching the four byte called ID with a known entry in the CTI databases 42 it initiates a second graphics processor and uses the caller ID to automatically retrieve the last 50 messages dispatched from the controller to the client. Simultaneously the server 33 creates a link to the processor 31 such that upon receipt of an operator a selected message may be re-transmitted as before. Furthermore, the messaging system allows for the validation in terms of delivery receipts to be processed. This ensures that messages dispatched from the bureau in response to a call are correctly received at the mobile users phone. An additional feature is that in this mode of operation the personalised greeting is also retrieved . from the CTI database 42 and may be edited at the clients request.

The front tier 2 may be periodically invoked during 5 periods of reduced network activity to interrogate the processor 31 to access the databases 41 and 42 to provide management information to ensure quality of service or for billing purposes.

The invention is not limited to the embodiments 10 hereinbefore described but may be varied in both construction and detail within the scope of the appended claims .

Claims

1. A communications controller for use in a telecommunications network of the type having means ? for connection to short message service centre and a telecoms switch comprising:a front tier defining an information interface for a network user; a back tier having a short messaging service database for recording outgoing short messaging service messages, changes in message status and incoming short messaging service messages, a computer telephony integration database for call logging, measurement of operator and system response, and storing a unique user data string for each user, said data string including a text greeting, an short messaging service connection bank for connection to the short message service centre comprising at least one modem and a protocol conversion device for routing messages to the modem in appropriate format, and a computer telephony integration interface formed for communication with a telephony switch; and a middle tier having a processor formed for message queuing and • control of the short messaging service connection bank including means for accepting ! message requests from a client, recording each 5 request in the short messaging service database and delivering the message to the short messaging service centre through the short messaging service connection bank, and a computer telephony integration server formed 10 for communication with the telephony switch using the computer telephony integration interface, the computer telephony integration server incorporating means for identifying a received call type and user number and means for 15 automatically retrieving the user data string associated with the identified user number.

2. A communications controller as claimed in claim 1 wherein the means for identifying a received call type and user number is provided by a parsable 20 bitstream register communicating with the computer telephony integration server and the computer telephony integration database.

3. A communications controller as claimed in claim 1 or claim 2 wherein controller incorporates means for 25 initiating a first graphics processor and routing an appropriate user data string to the first graphics processor in response to a call type indicating a diverted call. '

4. A communications controller as claimed in claim 1 or 30 claim 2 wherein controller incorporates means for initiating a second graphics processor, routing an appropriate user data string to the second graphics processor in response to a call type indicating a directly dialled call and means for establishing a connection to the processor. A communications controller hereinbefore described with accompanying drawing. substantially as reference to the