NZ515183A - Telecommunications data capture system - Google Patents

Abstract

A method of recording data associated with a telephone call using a remote data storage system in communication with a telephone exchange routing system comprises: i) receiving a call having associated call information to be routed; ii) transmitting at least a portion of the call information to the remote data storage system; iii) storing at least a portion of the call information using the remote data storage system; iv) retrieving call source information from the remote data storage system using at least a portion of the call information transmitted; v) assembling call routing instructions to facilitate the routing of the call received using the retrieved call source information and vi) routing the call using the telephone exchange routing system.

Description

515183 imsnpusT ^poger Offieo Qf N.S.' • ;3 1 OCT 2002 received PATENTS FORM NO. 5 Fee No. 4: $250.00 PATENTS ACT 1953 COMPLETE SPECIFICATION After Provisional No: 515183 Dated: 31 October 2001 TELECOMMUNICATIONS DATA CAPTURE SYSTEM I AVE TVD Holdings Limited, a New Zealand company of Pricewaterhousecoopers, Level 8, Pricewaterhousecoopers Tower, 188 Quay Street, Auckland, New Zealand hereby declare the invention for which we pray that a patent may be granted to us, and the method by which it is to be performed to be particularly described in and by the following statement: James & Wells Ref: 26805/16 TELECOMMUNICATIONS DATA CAPTURE SYSTEM TECHNICAL FIELD This invention relates to a system and associate computer software used to capture data from telecommunications calls. Preferably the invention may be adapted to 5 route and sort information sourced from calls made to a 'virtual' telephone number and may also preferably be used to provide information and/or instructions used to route such incoming calls to particular destination telephone device.

BACKGROUND ART Telecommunications networks are designed to receive incoming calls and to route 10 these calls to destination telephones through telephone exchanges. An incoming call has associated with it a destination number dialled by a caller which the call is to be connected to.

In most instances the number dialled by a caller directly relates to a specific physical telephone connection point the call is to be routed to. However in some instances 15 'virtual' telephone numbers may be dialled and will in turn be routed by appropriate telecommunications equipment within a telecommunications exchange. These virtual numbers do not directly relate to a specific physical telephone number which the call is to be connected to, but instead act as a reference to a business or organisation's contact phone number, where preferably this number can be dialled 20 from any location throughout a telecommunications network without any additional area codes.

These virtual numbers allow an organisation or business to readily communicate with their customers, clients or any other interested parties who are in any particular geographical location serviced by the telecommunications network. Virtual numbers 1 can provide, amongst other services, toll free long distance dialling to the caller, or alternatively can (through the format of the number called) indicate that the caller's own telephone account will be charged a specific fee for the call to be connected to the number dialled.

With such virtual numbers the telephone exchange uses a specific routing sub-system to retrieve the actual call terminating number required to connect an incoming call. These routing sub-systems can retrieve the actual phone numbers required to route a call to a physical site.

These routing sub-systems can also route incoming calls to different telephone 10 receiving systems depending on the telephone number of the originating caller. The originating caller's number incorporates a series of prefix digits that indicate the exchange of origin, and the general geographical region in which the caller is situated. Based on this rough guide from the prefixed numbers provided (referred to in the art as the NXX code) the incoming call to a virtual number may be routed to a 15 number of different physical connections.

However, this type of routing system provides limited flexibility with regard to how incoming calls to a virtual number should be treated and subsequently routed. Only the NXX codes of the originating phone number are available as a parameter that can be assessed to determine where a call should be routed to. These NXX codes only 20 give a very general indication of the geographical region from which a user is calling from, and therefore provide a fairly blunt facility for routing calls based on caller location.

Furthermore, existing routing systems for virtual phone numbers are reliant on information available to the telecommunications network used to route a call. Large 25 numbers of potentially relevant attributes of a caller or calling location cannot presently be employed to provide call routing instructions for virtual phone numbers. 2 In addition this existing situation does not provide any facility for further information to be recorded with regard to calls made to a virtual telephone number. The operator of such a number can only determine call volumes and rough idea of call timings through asking for feedback from their telephone operator staff.

It would be preferably to have a telecommunications data capture system which could record and also preferably manipulate and analyse information sourced from such incoming calls. It would also be preferable to have this information available to the operator of the virtual number in real time. It will also be preferable to have an improved call routing system which could route incoming calls to a number of 10 different terminal telephone numbers depending on attributes associated with the actual caller or calling site, instead of just information or attributes available only from the telecommunications network itself.

It is an object of the present invention to address the foregoing problems or at least to provide the public with a useful choice.

Further aspects and advantages of the present invention will become apparent from the ensuing description that is given by way of example only.

All references, including any patents or patent applications, cited in this specification are hereby incorporated by reference. No admission is made that any reference constitutes prior art. The discussion of the reference states what their authors assert, 20 and the applicants reserve the right to challenge the accuracy and pertinency of the cited documents. It will be clearly understood that, although a number of prior art publications are referred to herein, this reference does not constitute an admission that any of these documents form part of the common general knowledge in the art, in New Zealand or in any other country.

All references, including any patents or patent applications cited in this specification are hereby incorporated by reference. No admission is made that any reference 3 constitutes prior art. The discussion of the references states what their authors assert, and the applicants reserve the right to challenge the accuracy and pertinency of the cited documents. It will be clearly understood that, although a number of prior art publications are referred to herein, this reference does not constitute an admission 5 that any of these documents form part of the common general knowledge in the art, in New Zealand or in any other country.

It is acknowledged that the term 'comprise' may, under varying jurisdictions, be attributed with either an exclusive or an inclusive meaning. For the purpose of this specification, and unless otherwise noted, the term 'comprise' shall have an inclusive 10 meaning - i.e. that it will be taken to mean an inclusion of not only the listed components it directly references, but also other non-specified components or elements. This rationale will also be used when the term 'comprised' or 'comprising' is used in relation to one or more steps in a method or process.

It is an object of the present invention to address the foregoing problems or at least to 15 provide the public with a useful choice.

Further aspects and advantages of the present invention will become apparent from the ensuing description which is given by way of example only.

DISCLOSURE OF INVENTION According to one aspect of the present invention there is provided a method of 20 recording data associated with a telephone call, said method using a remote data storage system in communication with a telephone exchange routing system, said method of data capture being characterised by the steps of: i) receiving a call to be routed, said call having associated call information, and (ii) transmitting at least a portion of said call information to the remote data 25 storage system, and 4 (iii) retrieving call source information from the remote data storage system using said received call information, and (iv) transmitting said at least a portion of the call information received or call source information retrieved to a remote computer system.

According to a further aspect of the present invention there is provided a method of recording data associated with a telephone call, said method using a remote data storage system in communication with a telephone exchange routing system, said method of data capture being characterised by the steps of: (i) receiving a call to be routed, said call having associated call information, and (ii) transmitting at least a portion of said call information to the remote data storage system, and (iii) storing at least a portion of said call information using the remote data storage system, and (iv) routing the call using the telephone exchange routing system.

According to another aspect of the present invention there is provided a method of recording data associated with a telephone call substantially as described above further characterised by the additional subsequent step of: (v) transmitting the stored call information or a portion thereof to a remote computer system.

According to yet another aspect of the present invention there is provided a method of recording data associated with a telephone call substantially as described above characterised by the steps of: (i) receiving a call to be routed, said call having associated call information, and (ii) transmitting at least a portion of said call information to the remote data storage system, and (iii) storing said at least a portion of the call information within existing call source information already recorded within the remote data storage system, and (iv) routing the call using the telephone exchange routing system.

According to another aspect of the present invention there is provided a method of routing calls substantially as described above wherein retrieved call source information is employed to assemble call routing constructions adapted to be 10 transmitted to a telecommunications exchange routing system to facilitate the routing of the call received.

According to another aspect of the present invention there is provided a method of routing calls substantially as described above where retrieved call source information is transmitted to said telecommunications exchange routing system to facilitate the 15 routing of the call received.

According to a further aspect to the present invention there is provided a method of routing calls using a remote data storage system substantially as described above, further characterised by the steps of: (i) receiving a call to be routed at the telecommunications exchange routing 20 system, said call having associated call information, and (ii) supplying at least a portion of the call information to the remote data storage system, and (iii) retrieving call source information from the data storage system using said at least a portion of the call information supplied, and 6 (iv) transmitting at least a portion of the retrieved call source information to the telecommunications exchange routing system, and (v) connecting a routing to call required using said at least a portion of the transmitted call source information.

According to a further aspect of the present invention there is provided computer software adapted to implement the method of recording data associated with a telephone call substantially as described above.

According to a further aspect of the present invention there is provided a data recording apparatus adapted to implement the method of recording data substantially 10 as described above.

The present invention is preferably adapted to record or store data sourced from a telephone or telecommunications call. The present invention may be used to collect data from such telephone calls which would normally not be available to operator or administrator of the telephone number being called.

The present invention should be understood by those skilled in the art to encompass both a method of recording data and preferably routing calls, as well as specific computer software and also hardware components and apparatus used to achieve these aims. Those skilled in the art should appreciate that well known computer based hardware technology may be adapted to provide a data recording apparatus. 20 Furthermore, appropriate software algorithms may also be generated to execute the steps of the method defined, and to also implement the telecommunications transmissions required in conjunction with the present invention.

In a preferred embodiment the present invention may be used to collect or record data associated with the calls made to a virtual telephone number. A virtual phone 25 number may be defined as a reference telephone number which does not directly 7 correlate to a physical reception site or terminal telecommunications device, but which instead can be used by all callers throughout an entire telecommunications network to reach the operator (or their authorised agent) of the virtual phone number. Incoming calls for the virtual phone number may be routed to any number of selected 5 physical phone numbers depending on the requirements of the operator of the virtual number.

Reference throughout this specification will also be made to the present invention being made to record or collect call data sourced from calls being made to one or more virtual phone numbers. However, those skilled in the art should appreciate that 10 other configurations of the present invention are envisioned and reference to the above only throughout this specification should in no way to be seen as limiting.

Reference throughout this specification will also be made to a virtual phone number being administered or run by an operator. An operator may be defined as any person, group or organisation which benefits from the operation of the virtual number 15 involved. The operator of the virtual number referred to may also include any authorised agent, clients or partners of the person or organisation which administers and runs the virtual number.

In a preferred embodiment of the present invention may include or be associated with a telephone exchange routing system. Such a routing system may be incorporated as 20 a standard component of a telecommunications network and can be employed to receive and route incoming calls. Such an exchange router or routing system may also normally be used to receive calls to virtual phone numbers and also to route these calls to physical call connection points or terminal telecommunications devices depending on the requirements of the operator of the virtual number.

Preferably the present invention also includes a remote data storage system. Such a system may be provided remote from the exchange router or routing system, and may 8 be in communication with the exchange router so that information, data or instructions may be passed between these two components.

A remote data storage system may include or be associated with any number of different types of data recordal elements, preferably which can record information or 5 data already in an electronic format. For example, in preferred embodiments the remote data storage system may include data storage elements such as computer hard disks or hard drives, optical media which may be read by computer systems or magnetic tape systems, again which may be read by computer systems.

Preferably a remote data storage system may be composed of or have access to 10 information stored in at least one database where such a database or databases of information are stored using standard computer hardware similar to that discussed above. Preferably the information accessible to the remote data storage system may be organised within a database or databases to allow easy retrieval and organisation of such information. Furthermore this configuration of the present invention allows 15 the data storage system to access existing database structures potentially being offered by third parties.

Preferably the remote data storage system may also include a processing means which facilitates communication with the exchange router and which may also administer the storage and retrieval of data from data recordal elements or databases.

In a preferred embodiment the information collected or stored by the remote data storage system may in turn be distributed over several remote databases, and may not necessarily reside on a single computer system. In such instances the remote data storage system may include connections to a plurality of databases to access large volumes of information. Such databases may be administered by or incorporated into 25 the hardware employed at one site by the remote data storage systems, and potentially may also encompass database systems maintained and administered by third parties 9 which the remote data storage system has access rights to. Furthermore the remote data storage system may also incorporate a manager software application which facilitate communications and connections to a large number of databases from which information can be retrieved using the remote data storage system.

However those skilled in the art should appreciate that other configurations of the remote data storage system are envisioned and reference to the above only throughout this specification should in no way be seen as limiting.

For example, in one embodiment a remote data storage system may be provided through a single computer system in which information is stored in a database 10 structure, and where access to information stored is provided by a manager software application. This manager application may also manage communications for the remote data storage system from (for example) the remote call routing system.

Preferably the remote data storage system may communicate with the exchange router using electronic signal transmission lines. Any number and type of signal 15 transmission protocols may be employed to facilitate communication between these two components, such as for example through standard telephone calls, or through TCP/IP communications.

In a further preferred embodiment communications between the remote data storage system and exchange routing system may be made by the existing 20 telecommunications system using Internet protocols such as TCP/IP. The use of internet protocols allows existing predefined communications infrastructure to be harnessed using the present invention and also allows computer systems employed by the present invention to readily interface with other existing computer systems.

Reference throughout the specification will also be made to the remote data storage 25 system and the telephone exchange routing system communicating using the TCP/IP protocol. However, those skilled in the art should appreciate that other protocols may also be employed and reference to the above only throughout the specification should in no way to be seen as limiting.

Preferably the present invention works with or employs call information associated with an incoming call. Such call information may give an indication as to the 5 identity of the originating caller through providing the originating caller's telephone number and the NXX exchange location codes it contains. The originating caller's phone number can individually identify the caller when subscriber records of the telecommunications network are available to the remote data storage system. Preferably call information may be made up of or incorporate the originating caller's 10 telephone number, the phone number which the call is dialling and also the time at which the call is initiated.

Preferably, to instigate operation of the present invention the exchange call routing system may transmit at least a portion of the call information obtained from an incoming call to the remote data storage system. Furthermore, the call information or 15 a portion thereof received can be employed by the data storage system to retrieve call source information. Some or all of the call information obtained may be transmitted on to the remote data storage system depending on the particular implementation of the present invention.

In a further preferred embodiment to instigate operation of the present invention, the 20 exchange routing system may transmit the originating phone number and phone number which the caller is trying to reach through to the remote data storage system as the call information required.

Preferably the remote data storage system may be adapted to record, store and/or supply call source information. Call source information can encompass any types of 25 data or information which is particular to a specific incoming call, the location from 11 which the call is being made, or the person or organisation who has access rights to the telephone system used to originate the call involved.

The types and ranges of information accessible by a remote data storage system may vary depending on the particular application for the present invention. For example, 5 in a preferred embodiment call source information may include publicly and privately held available demographic information related to the subscriber responsible for the originating telephone number, the physical address associated with the caller's number and potentially historical information associated with previous calls made to the same called phone number from the originating phone number. Such call source 10 information may also be assembled or collated over several different remote databases if required.

In a further preferred embodiment call source information may include telephone account data for an originating caller. Telephone or telecommunications company records may be accessed or indexed by call information received in conjunction with 15 the present invention, with the originating caller's telephone account data being immediately accessible to the present invention. Furthermore, this telephone account data may in turn be used as access keys or indexes further searches through information accessible to the remote data storage system particular to the specific originating caller involved.

Reference throughout this specification to the originating caller of a telephone call should be considered to refer to a person, party or organisation responsible for the telephone connection from which an originating call is received. The specific account data associated with the incoming line and hence the originating caller's account can then be used to identify the originating caller and other information 25 relating to them. 12 Those skilled in the art should appreciate that the call source information accessed by the remote data storage system will depend on the number and types of databases available to make up the remote data storage system. Specialised databases may be accessed by the remote data storage system depending on the particular applications 5 for the present invention and the information required within same.

In a further preferred embodiment call source information may be retrieved by or from the remote data storage system using the originating phone number as an access key. All the. call source information available may be associated with or incorporate a reference to the particular originating telephone number involved and therefore may 10 simply be retrieved once the number of the originating caller has been identified. For example, the originating caller's number may be provided as an indexed or searchable field in a database entry - or alternatively can consist of a key entry in a hash table, where the resulting value obtained from the hash table provides a reference to the call source information required.

This configuration of the present invention provides a significant degree of flexibility with regard to how information associated with a particular incoming call is treated or recorded. This implementation of the present invention may also assist in determining how an incoming call to a virtual phone number should be routed depending on the particular call source information associated with the caller's 20 number.

In a preferred embodiment the remote data storage system may be adapted to transmit either a received portion of the call information or alternatively retrieved portions of the call source information and forward same to a remote computer system. Such a remote computer system may preferably be associated, administered or run by the 25 operator of the virtual phone number called and may also process the incoming call or call source information depending on the particular requirements of such an operator. The third party or remote computer system may preferably receive the 13 forwarded call or call source information in real time, allowing real time processing applications to use the supplied information as an input parameter.

Those skilled in the art should appreciate that any information available to the remote data storage system may be forwarded or retransmitted onto the third party or remote 5 computer system involved depending on the particular application or requirements for the remote computer system. For example, in one preferred embodiment the remote computer system may be supplied with the street address of the caller, the originating callers' number and the time in which the call is initiated, in addition to the virtual phone number called and to be routed.

Those skilled in the art should also appreciate that the third party computer system contacted may be supplied with any of the call source information available to the remote data storage system in combination with any of the call source information also supplied to the remote data storage system. Exactly what information is forwarded to the remote computer system will in turn depend on the requirements of 15 the remote computer system and the process which it has been programmed to execute.

For example, in some instances the remote computer system may be programmed simply to store or log calls made to a particular virtual phone number in addition to demographic information associated with each caller dialling the virtual number 20 involved. Alternatively in other embodiments the remote computer system may operated by a utilities provider who wishes to graphically map in real time the street addresses or physical locations of callers dialling a particular virtual number-potentially to track faults or service failures in their network. By providing a remote or third party computer system which is associated with the operator of a virtual 25 number, the operator of this number can receive (preferably in real time) call source information generated from incoming calls to the virtual number. Call source 14 information provided can have a significantly wider scope or extent then simply the call information available from a telephone exchange routing system.

Furthermore, a remote computer system as referred to throughout this specification may be provided by any type of computer system available or required. Such a 5 computer system may be housed within the same structure or facility as the elements of the remote data storage system employed or alternatively the telephone exchange routing system required. Furthermore, in other embodiments, the remote computer system may actually be provided through the same hardware or processing elements adapted to provide the remote data storage system facility, with the remoteness or 10 physical displacement of such a computer system not necessarily being essential of the present invention. However, reference throughout this specification will be to a remote or third party computer system being located in a position geographically displaced or remote from both the remote data storage system and telephone exchange routing system.

In addition the call information received by the remote data storage system may in turn be stored within the database or databases associated with the remote data storage system. This information may be incorporated into call source information already stored within the databases employed potentially to keep a record or log of call information.

Preferably the present invention may also be employed as, or form part of a call routing system. The call information supplied to the remote data storage system may be employed to retrieve all source information substantially as described above. When the present invention is employed to route phone calls the retrieved call source information, or a portion thereof can be used to assemble instructions or information 25 employed to route the call.

For example, in a preferred embodiment the retrieved call source information can be used to assemble call routing instructions. Routing instructions assembled may consist of direct instruction or commands to the telephone exchange routing system. In such instances the call routing instructions may simply consist of instructions to 5 connect the incoming call to a particular physical or terminal telephone number as identified through rules or tests applied by the remote data storage system.

Those skilled in the art should also appreciate that the information used to route a call may simply consist of a portion of the retrieved call source information supplied using the remote data storage system. Such information need not necessarily be 10 formatted formally into call routing instructions as it may simply consist of a portion or the entirety of call source information retrieved by the remote data storage system.

For example, in some instances basic source information may be employed by the telephone exchange routing system to determine were an incoming call to a virtual number should be routed to. In such instances the telephone exchange routing 15 system may test values of attributes or information incorporated within the call source information assembled to determine where an incoming call should be routed. Tests or rules may be set up within the telephone exchange routing system to determine were a call should be routed depending on the call source information supplied.

The exact configuration of content of the information transmitted back to the telecommunications exchange routing system will depend on the particular configuration of the present invention. In some instances the remote data storage system may be set up to simply forward back to the telephone exchange routing system any information it requires to make a decision regarding were a call should 25 be routed. Alternatively, direct instructions with regard to a specific telephone 16 number which a caller should be routed to may be forwarded to the exchange routing system in other embodiments.

Furthermore, in yet additional embodiments the routing instructions supplied to the telecommunications exchange routing system may also include failure contingency 5 instructions, which are executed when the exchange cannot route the call to the terminal number identified. In such instances these failure instructions may take over and supply additional call routing information or instructions to one or more alternative terminal phone numbers if required.

Furthermore, such information need not necessarily be transmitted in one single 10 block. For example, in some instances where the present invention is adapted to provide contingencies for failed connections, a plurality of messages may be transferred to and from the remote data storage system and the telecommunications exchange routing system. If, for example, the routing information or instructions provided result in a failure to connect the call, this failure can then be reported back 15 to the remote data storage system. Contingency instructions or rules may then be put into place to supply further information or instructions to the telecommunications exchange routing system if the "first choice" terminal phone number cannot receive the connection.

This feature of the invention also provides significant advantages over the prior art. 20 An incoming call may be routed depending on parameters or attributes which need not necessarily be directly associated with the telecommunications network itself. Any information available as call source information can be employed in a test applied to determine where the incoming call should be routed.

For example in some instances the operator of the virtual phone number called may 25 retain a database of important customers or prospective customers which meet a particular demographic profile. When one of these customers or prospects calls the 17 virtual number involved, the call source information retrieved from such a customer database can identify that the caller should receive preferential treatment through connection to a specific physical telephone number. Alternatively for example in another embodiment were a virtual number is maintained by utility provider, the street address of a caller present within the call source information retrieved may be used to route an incoming call to a physical phone number delivering a pre recorded message detailing known service failures in the callers area.

Those skilled in the art should appreciate that present invention may provide significant flexibility with regard to how calls can be routed to a destination physical phone number depending on the call source information available to the remote data storage system.

BRIEF DESCRIPTION OF DRAWINGS Further aspects of the present invention will become apparent from the ensuing description which is given by way of example only and with reference to the accompanying drawings in which: Figure 1 shows a schematic flow chart of processes executed and information flows employed in conjunction with a preferred embodiment at the present invention, Figure 2 shows a block schematic diagram of computer and telecommunication hardware employed in the embodiment discussed with respect of figure 1. 18 BEST MODES FOR CARRYING OUT THE INVENTION Figure 1 shows a block schematic flow chart of processes executed and information flows employed by the present invention in one preferred embodiment.

In the first step 1 of the method of operation executed, a telephone exchange routing 5 system receives an incoming phone call. Preferably the number dialled by the caller may be a virtual phone number which needs specific routing instructions for a selected physical number which the call is to be connected to. The incoming call has associated call information which incorporates the originating caller's telephone number, the time which the call was initiated and the virtual phone number which 10 was dialled by the caller.

In step 2 of this method, the call information obtained by telephone exchange routing system is forwarded to a remote data storage system. This system is composed of a primary computer system which has access to one or more local databases such as database of subscriber information for the telecommunications network employed by 15 the caller. The remote data storage system also includes links to other remote databases which potentially could be run by independent third parties to provide information on request. The remote data storage system is provided with the call information (consisting of the caller's originating phone number, virtual number called, and time of the call), In a third step 3 of the method executed, the caller's originating phone number from the call information obtained is used by the remote data storage system as a key to retrieve call source information from all the database systems it has access to. The caller's phone number is used as a key to retrieve any records which reference the phone number and therefore provide information regarding the source of the call 25 involved. The remote data storage system transmits this key telephone number to 19 each of its databases and in turn receives and collates call source information stored within these databases for the particular originating caller or originating call location.

In the preferred embodiment shown the call source information consists of the subscriber information held by the telecommunications network provided, 5 demographic information relating to the caller sourced from a public demographics database and also customer information from a database of customers held by the operator of the virtual phone number dialled by the caller. All this information is compiled together to form the call source information available to the remote data storage system.

The following stages of this method consists of the remote data storage system completing two independent operations or procedures. Both these operations may be completed at the same time or in any order, and discussion of the particular sequence disclosed below should in no way be seen as limiting.

The first of the operation completed is the forwarding of portions of the call source 15 information retrieved through to a remote third party computer system, such as the computer system run by the operator or administrator of the virtual phone number dialled. This step is shown as stage 4. The information forwarded to the third party computer system consists of or incorporates any portions of the call source information retrieved in addition to any or all portions of the call information 20 originally supplied to the remote data storage system.

This information is processed by the remote third party computer system at step 5, which can either publish the information involved or provide it as a real time input parameter to further software processes run by the third party computer system.

For example, in the preferred embodiment shown the virtual number dialled is 25 administered by a utilities service provider and the third party computer system contacted runs an outage management system which tracks reports of service faults in the utility provider's network.

Concurrently with steps 4 and 5, steps 6 and 7 of the operational method are also executed.

At step 6 the remote data storage system transmits or forwards call routing information to the telephone exchange routing system. This call routing information is assembled from the call source information retrieved by the remote data storage system and in the embodiment shown consists of specific instructions to the telephone exchange call routing system to route the incoming call to a specific 10 physical destination telephone number. This destination number is determined by the remote data storage system assessing the values or attributes of the call source information it retrieved and through applying a set or group of rules, a particular destination number is selected for the call to be routed to.

However, in other embodiments the routing information may consist simply of 15 portions of the call routing information retrieved by the remote data storage system and the telephone exchange routing system may itself apply any number of rules to determine where the incoming call should be routed.

As a final step 7 of this operational method the telephone exchange routing system routs the incoming call to the physical destination number determined with reference 20 to the relevant portions of the call source information retrieved.

Figure 2 shows a block schematic diagram of computer and telecommunications hardware employed in the embodiment discussed with respect to figure 1.

Figure 2 shows generally a remote data storage system 10 which is in communication with a telephone exchange routing system (not shown) using telecommunications 25 lines. Electronic communication signals 11 may be transmitted along these lines to 21 facilitate communications between these two components. In the embodiment shown the remote data storage system is administered or run by a telecommunications provider.

The remote data storage system 10 is composed of a primary routing engine 12 which 5 communicates with a number of databases 13. The remote data storage system 10 includes or incorporates links to the telecommunication providers own routing database 13a which gives information relating to particular subscribers on the provider's network. In addition a client database 13b is also accessed or incorporated to give client information particular to clients known by the operator of a virtual 10 phone number called. Further databases 13c are provided by outside fourth parties to provide, for example, demographic data. All these databases can be accessed by the routing engine 12 to provide the remote data storage system 10.

The remote data storage system 10 operates substantially as described with respect to figure 1. The communication signals 11 from the telecommunications exchange are 15 used to obtain call information, which in turn is used to retrieve call source information from the databases employed. The retrieved call source information is then used to transmit call routing information and instructions back through to the telecommunications exchange routing system. The incoming call is then routed to a physical phone number of the client or operator of the virtual number originally 20 called.

The remote data storage system 10 is also adapted to forward the supplied call information or call source information to a number of remote third party computer systems.

For example, as shown with respect to figure 2 call source information is supplied to 25 a client third party computer system 14, such as an outage management system to be operated by a utilities provider. The call source information and/or incorporated call 22 information is used by the outage management system to track and management failures in the utility providers network.

Call source information is also forwarded to a third party publisher computer system 15 which in turn publishes this information to the client or operator of the virtual 5 phone number involved, and any other parties authorised by the client to view such information.

Furthermore call source information is also forwarded to an information publishing system 16 incorporated into the telecommunication network providers own computer system. This information publishing system may again complete the same processes 10 or operations executed by the third party publisher system 15 discussed above.

Aspects of the present invention have been described by way of example only and it should be appreciated that modifications and additions may be made thereto without departing from the scope thereof.

Aspects of the present invention have been described by way of example only and it 15 should be appreciated that modifications and additions may be made thereto without departing from the scope thereof as defined in the appended claims. 23

Claims (19)

WHAT WE CLAIM IS:

1. A method of recording data associated with a telephone call, said method using a remote data storage system in communication with a telephone exchange routing system, said method of data capture being characterised by the steps of; (i) receiving a call to be routed, said call having associated call information, and (ii) transmitting at least a portion of said call information to the remote data storage system, and (iii) storing at least a portion of said call information using the remote data storage system, and (iv) retrieving call source information from the remote data storage system using at least a portion of the call information transmitted, and (v) assembling call routing instructions to facilitate the routing of the call received using the retrieved call source information, and (vi) routing the call using the telephone exchange routing system.

2. A method of recording data as claimed in claim 1 further characterised by the additional subsequent step of; (vii) transmitting stored call information or a portion thereof to a remote computer system.

3. A method of recording data as claimed in either claim 1 or claim 2 wherein retrieved call source information is transmitted to a telecommunications exchange routing system to facilitate the routing of the call received. 24 intellectual Property Office of nz -' M 2m

4. A method of recording data as claimed in any previous claim wherein said remote computer system is associated with the operator of a virtual number called by the originating caller.

5. A method of recording data as claimed in any previous claim wherein said at 5 least a portion of said call information stored by the remote data storage system is stored within existing call source information recorded within said remote data storage system.

6. A method of recording data as claimed in claim 5 wherein call source information includes telephone account data. 10

7. A method of recording data as claimed in any previous claim which is adapted to collect data associated with telephone calls made to a virtual telephone number.

8. A method of recording data as claimed in any previous claim wherein the remote data storage system is associated with at least one database. 15

9. A method of recording data as claimed in any previous claim wherein the remote data storage system is associated with a plurality of databases.

10. A method of recording data as claimed in any previous claim wherein call information includes the originating caller's telephone number and the NXX exchange location codes associated with said telephone number. 20

11. A method of recording data as claimed in any previous claim wherein call information includes any combination of the originating caller's telephone number, the telephone number which the caller is dialling and/or the time at which the call is initiated. 25 ,nteO»?ual Property Vffice of NZ ~ 1 JUN 2004 RECEIVED

12. A method of recording data as claimed in any previous claim wherein call source information is retrieved from the remote data storage system using the telephone number of the originating caller as an access key.

13. A method of recording data as claimed in any previous claim wherein the 5 retrieved call source information is employed to assemble call routing instructions adapted to be transmitted to a telecommunications exchange routing system to facilitate the routing of the call received.

14. A method of recording data as claimed in claim 13, wherein routing instructions includes failure contingency instructions. 10

15. A method of recording data associated with a telephone call, said method using a remote data storage system in communication with a telephone exchange routing system, said method of data capture being characterised by the steps of; (i) receiving a call to be routed, said call having associated call information, 15 and (ii) transmitting at least a portion of said call information to the remote data storage system, and (iii) retrieving call source information from the remote data storage system using said received call instructions, and 20 (iv) retrieving call source information from the remote data storage system using at least a portion of the call information transmitted, and (v) assembling call routing instructions to facilitate the routing of the call received using the retrieved call source information, and 26 fateWectai Property Office of NZ ~ 1 JUN 2004 m p n e IV E D

16. 5

17.

18. 10

19. 15 20. 21. 20 22. (vi) transmitting said at least a portion of the call information received or call source information retrieved to a remote computer system. A method of recording data as claimed in claim 15 wherein said remote computer system is associated with the operator of a virtual number called by the originating caller. A method of recording data as claimed in any one of claims 15 or 16 wherein call source information is retrieved from the remote data storage system using the telephone number of the originating caller as an access key. A method of recording data as claimed in any one of claims 15 to 17 wherein the retrieved call source information is employed to assemble call routing instructions adapted to be transmitted to a telecommunications exchange routing system to facilitate the routing of the call received. A method of recording data as claimed in claim 18, wherein routing instructions includes failure contingency instructions. A method of recording data as claimed in any one of claims 15 to 17 wherein retrieved call source information is transmitted to a telecommunications exchange routing system to facilitate the routing of the call received. A data recording apparatus for telecommunication calls substantially as herein described with reference to and as illustrated by the accompanying drawings and/or examples. A method of recording data associated with a telephone call substantially as herein described with reference to and as illustrated by figure 1. SWIVIO dO QN3 27 Intellectual Property Office of HZ - 1 JUN 2004 DECEIVED ABSTRACT The present invention relates to a method of recording data associated with a telephone call which uses a data storage system in communication with a telephone exchange routing system. With the method provided an initial call to be routed is received where this call has associated call information. At least a portion of the associated call information can be transmitted to the remote data storage system which will then store at least a portion of this call information. The call involved can subsequently be routed using the telephone communications routing system after the call information or a portion thereof has been stored. The present invention may also be adapted to provide call routing facility and may also be adapted to forward further information accessible by the remote data storage system to a further remote computer system. Appropriate software and hardware or apparatus used to implement these methods is also encompassed with the present invention. 28