SE511772C2 - Telecommunications network including an IN platform and a subscriber equipment that allows access to networked services - Google Patents

Abstract

Telecommunications network including subscriber equipment by which a subscriber can be provided telecommunications services from the network (via an operator), and one or more units with control logic/control functions (SPP;SCP) which are located in the network and which execute telecommunications services in cooperation with the subscriber equipment. The units with control logic/control function are located in an IN-platform and consist of conventional SPPs and SCPs and a special computer SCP2 which contains logic for call control arranged in an architecture where the call management is executed in the conventional SCPs and where ACD (the call control) is executed in said public SCP2 and that the communication with the client applications of the subscriber equipment is executed via transparent signalling between SCP2 and the client applications.

Description

ell 'I i | \ | \ | ii 511 772 A number of years ago, the main task of the telecommunications network was to handle calls between subscribers. Today, almost everything is old technology in telecommunications networks has been replaced by modern computer technology with a special architecture called IN technology (Intelligent network services).

IN uses an existing network, but is logically separate from this. By logical sign is meant that IN has its own network structure located on top of the telecommunications network. The communication between nodes in IN takes place with regard to the physical connections that the telecommunications network offers. All this means that IN is independent of the network it operates on. It does not matter about it The underlying network is broadband, ISDN or a packet network. IN can thus be said to be independent of which access network one runs use the opportunity.

The reason why IN came to be developed was partly that the operator could develop its own competitive services with their own specific technical solutions to make optimal use of the existing network, as well as the market required the development of services to achieve a better degree of utilization of the capacity of the existing networks.

The integration of telephony and computer systems places great demands on the structure and communication between those in the telephone network existing equipment and user equipment.

Furthermore, the document WO, A1,95 / 04 436 shows a way of communicate data between two (network terminations) without need to connect a call.

Technical problem.

An overriding problem with the present invention is that create a more efficient system structure for computer telephony solution for geographically distributed businesses and at the same time 511 772 use the existing IN architecture in the network on one more flexible way so that you get a more efficient conversation control and that its realization takes place in the public sphere The net.

ACD - or Automatic Call Distribution - is a telecommunications service that has been in the digital office switches for many years, there calls are automatically distributed in an 'intelligent' way. ACD is also used as a term for all call handling in one s.k. Call Center, ie. a place where you have a great concentration of incoming and / or outgoing telephone traffic (booking center, telephone sales, etc.).

Every business really wants to handle all incoming calls and handle these optimally (all calls are answered and answered by the right person). However, this is not possible in everyone situations. The reasons for this are that there are variations in traffic intensity, that not all administrators can handle all case types or that some administrators also have others tasks than answering the phone.

Managing incoming phone traffic can be seen as a number problems as follows: l. there may be more calls momentarily than there can be handled. 2. there may be permanently more calls than can be handled. 3. not all administrators can handle all different types of matter. 4. the administrators who handle a case type are not equal suitable for this. 5. not all administrators are in the same physical workplace 6.managers can sit outside the company, e.g. home.

An additional problem is that an AC that should span one all geographical locations, equipment and 511 772 network connections are not possible with current ACD technology such as limited by the factors mentioned. The previous solutions does not use IN technology without PABX connection to the network for to achieve ideal ACDs.

Technical solution.

The technical solution is stated in the claims.

Benefits.

The present invention improves the general telecommunications network and make it more customized. Further created by the invention a solution that provides new opportunities to create cost-effective computer telephony solutions for geographical distributed businesses. 0 Calls can be distributed to answering stations for different locations. 0 Effective call control - all staff in one dispersed organization can receive calls. 0 Computer integrated telephony - customer information can be presented for the administrator before answering the call. 0 Monitoring and statistics functions enable effective work management and business planning. 0 Cost linked to service content and traffic volume.

List of figures Fig. 1 shows the state of the art. 511 772 Fig. 2 shows the system solution according to the invention.

Detailed description.

To facilitate the understanding of the present invention is provided an explanation of abbreviations used.

SSP - standard SSP.

SCP - conventional SCP based on AX-10.

AST-DR - conventional phrase machine for playing phrases.

Used here to play general messages, welcome phrases, menu trees and for receiving DTMF numbers from A-subscribers.

SCP2 - General UNIX computer that is both an SDP and an SCP2.

IV - Infovox 3000, used as messaging server, stores and plays messages that callers can leave if a) they choose to do so if the gender is considered too long or b) if the selected function or the entire service is closed.

RAS - A Remote Access Server used to transport signaling information from the operators' terminals to SCP2an's LAN backbone if a router connection is not cost effective. Can be used for both modem and ISDN connections.

RT - IP router used to transport signaling information from the operators' terminals to SCP2an's LAN backbone when there are many operators gathered on a place and / or if the customer already has a WAN infrastructure for their terminals.

DB - Customer's database / application server talking to OP applications via a DDE interface, not necessary to the service should work.

.J-ií 511 772 PASTEL - Telephony hardware that supports TAPI, all hardware included TAPI support can be used.

Modem - Used for distributed workstations, even ISDN can be used when suitable hardware is available.

Free call (access number usually 020) is often one basic component for building a call center, telephone-based customer service. Free calls make it possible to have a single number to several answering places. This fact as well as that calling for free calls facilitates communication for a call center. In free calls you can through a number network control functions direct calls to a free call number to several different response points, which means that companies that have the number can use its resources (staffing, equipment) more efficient.

In the network today, the free call logic is controlled from a couple of SCPs communicates with SSPs that are at the transit level in the network.

Figure 1 shows the current solution for free calls a subscriber who dials a 020 number whereby the local station senses that it is a free call and connects the call on to the intermediary station's SSP which asks a question to SCP what it is to connect the call to. I SCP there is then a program that is written just for the person in question the service with control parameters that, for example, depend on geographical location, time, call distribution, load etc.

Today's IN solution is built for services that have been developed gangs for everyone ”and not for services that change e.g. 37 times per day. This solution is by its very nature static. 511 772 Depending on how these control parameters are set or pre-programmed for the customer who subscribes to the the call center is diverted to the call. The conversation can e.g. connected to a PBX located at, for example, a telephone bank which has connected its company's administrative support system to said PBX. This allows you to connect calls and screenshots, with data about the caller, to the operator who answers the call which then also has the data information available.

By the invention, see figure 2, an architecture or system solution for an automatic response routing that provides a greater flexibility, customer management, status and statistical information. Which can be read from the figure is one general computer SCP2 connected to an SCP (which can be a conventional SCP in today's network). These computers are connected with each other via an INAP protocol. We thus have a solution there ACD logic is placed in a public ACD server and call handling in IN (SCP) whereby the communication takes place via transparent signaling between ACD server and client applications.

A subscriber who calls a company (who owns this telecommunications service) usually has a number of questions he wants answered in the best possible way. The company can optimize this by letting the customer talk to the 'right' person. What's right person can not often be read from the information one has about the call before it is answered. It is therefore appropriate to share in the company's administrators in 'departments' (ACD groups) as responds to customers' most important needs and which ones are possible to distinguish before the call has been answered. Ä; N li 511 772 The information you have about the call before it is answered is: 0 A-number, which phone the customer calls from. 0 B-number, which number has he dialed. 0 Pick-up area, where the customer is geographically located. 0 Time / Date / day of the week etc. 0 Which branches he has visited in the voice menu. 0 Which codes he has entered in the voice menu.

hrs In addition, the ACD service is aware of this Which administrators are logged in and ready to receive calls.

Which groups are open to traffic.

Which groups serve the different administrators and in which priority they take calls from different groups.

All, or parts of, this can be used to distribute calls on groups. The groups must therefore be chosen according to how one can divorce pá dom. This can vary between different companies.

The ACD service has four interfaces with customers.

The customer's customer, the caller, has an interface via phone that consists of keystrokes and interactive voice message.

The customer's administrator / operators can be connected via a) a ordinary telephone or b) be connected to the service via a graphical user interface on a computer.

The customer's chief operator is always connected via a computer with one data communication link to the service. 511 772 The following happens in chronological order when a customer calls in a company that subscribes to the ACD service: The call is detected as an IN call (and a request is sent to SCP about where to connect the call. SCP detects that this is a call to the ACD service, possibly playing a welcome message ('Welcome to Future Travel') and a possible menu ('For international printing l, For domestic printing 2, If you are a VIP customer press 3, etc), receive any keystrokes made by the customer temporarily park the call and asks SCP2 what it should do.

In SCP2, the call is identified as a call to a customer's ACD and a distribution to the correct response group (ACD group) is performed according to one or several of the following options: Recording area the call comes from (including A-no).

Time of day and or date.

Depending on identification provided by the customer via voice menus. 0 Based on the dialed number or parts thereof. 0 Based on load sharing between ACD groups.

In a voice menu, you can also let a customer choose to: 0 Wait in line with no handset on. 0 Leave A number (if not ANI). 0 Leave a voice message and hang up, ACD the operator can then call when he has time.

Get connected to the company's operator.

W 511 772 While standing in line, the customer is continuously notified that he stand in line. When an operator is free in the selected ACD group (queue) is set call up.

If there is no queue for the ACD group but instead several free operators, one of them is selected after free time, occupancy index or priority over other operators.

The operator's task is to serve (answer calls from) them ACD groups he / she belongs to according to the chief operator configuration.

There are two main variants of connection of the prototype operators: 1) PC operator; ACD operator with PC that signals with the service and 2) DTMF operator; ACD operator with only one standard analog telephone with DTMF.

The optimum for an operator is a PC workplace (PC operator). Then you can take advantage of all the advanced features which the service can offer and get a full overview of the status of the service, groups and operators (not least their own status) DTMF ~ phone can be used (DTMF operator), but is only one options for customers who only want to take advantage of the simplest the features of the ACD service, or who want to use ACD as one advanced Call-Pickup, round trip, or the like.

The PC operator has a workplace consisting of the following: Standard PC (Windows) with modem / PSTN card / ISDN card, telephone / headphones and the Operator application 'OP' 11 511 772 When the operator starts the operator application (OP) or from it wants to log in is presented with a dialog box that asks by user ID and password.

After a successful login to the service, the operator can work with the operator application.

An important part of the ACD service contained in SCP2 is that of the customer operators and chief operators can get information about status changes. This is the status of the number of incoming, ongoing, queued calls, queue times, status of operators (how many are active, who now serves which ACD groups), status of ACD groups etc. This status information is important in a distributed ACD where the operators are not in the same room, can be in different groups etc. The importance of information increases with the use of sophisticated algorithms for whom participating in ACD groups, thresholds, auto-login, priorities, etc.

This status information is collected and signaled to operators and chief operators. This is done by SCP2 contains powerful algorithms and data structures.

SCP2 communicates with the operator terminals (in the form of a PC computers) via standardized WAN protocols.

The operator terminals in turn control the telephone connection via the industry standard TAPI and communicates with the ACD functions in SCP2 via a Telia specific protocol on WAN.

Communication with SCP from SCP2 takes place with an update signal.

You thus have asynchronous bidirectional communication between SCP and external computer.

Communication with SCP can be done from external equipment via Update signal asynchronously in both directions with service unique application protocol spike-back in the update signal. 12 511 772 Communication Operator Terminal - SCP 2.

The WAN connection between OP and SCP2 can be implemented with different carrier. This link is based on standard communication protocol (TCP / IP) and on standard access in customer computers (WinSocket). What we have done in the ACD service is to use exactly the same software as the defacto standard in the computer industry for WAN communication which allows all ways to connect a computer to the Internet / Intranet can be used for to connect a computer to ACD. Does the company have a LAN can the computers are connected via this, a remote workstation can be connected through RAS technology via modem or ISDN. The signaling can give via public computer networks, private computer networks or entirely in Telia's infrastructure (eg TIPNet). A workplace that is connected to a PABX with digital line card can use the data channel in this to transmit the information.

It can be argued that this signaling cannot go in one public network (security) or in a packet network (no guarantee of when packages are delivered), if this does not prevent such solutions can be implemented, solutions can be made in-house without the architecture is changing.

The most elegant solution to this is to use ISDN with transparent signaling on the D-channel. If you package TAPI with ISDN duo you have a complete package with CTI as can be used both in offices, at home and in distributed workplaces, for CTI connection to all IN services, etc.

The client software is based (operator and chief operator) on TAPI (Telephony Application Programming Interface) which means that it is based on an open architecture that is supported by everyone suppliers and operators. TAPI is an open architecture 511 772 for CTI which provides opportunities to build in the services man wishes without this violating the standard. That is, you can build TAPI support for their services without affecting it other suppliers' software; a telephone sales program from 'SellOnTel Ltd' can be run on the same machine as ACD OP with same telephony hardware without problems.

The TAPI architecture means that you provide a clear interface (TAPI) for what is own system and what is customer, this means that one can sell telephone applications with telephone support (such as ACD) without knowing how the customer computer system looks like, or that changes are needed in this for that the system to work.

The invention is limited only to what is stated in the claims so the concept of invention is applicable to all types of communication services that are realized in the network.

Claims (9)

14,511,772 Patent claims Telecommunication network comprising subscriber equipment with which a subscriber can provide telecommunication services from the network (via an operator) and one or more units with control logic / control function (SPP; SCP) located in the network and which perform telecommunication services in cooperation with the subscriber equipment, the know-how. that the units with control logic / control function are located in an IN platform and consist of conventional SSPs and SCPs and a special computer SCP2 which contains logic for call control compiled in an architecture where call handling takes place in the conventional SCPs and where ACD (call control) takes place in the said public SCP2 and that the communication with the subscriber equipment's client applications takes place via transparent signaling between SCP2 and the client applications. Telecommunication network according to claim 1, characterized in that SCP2 is constituted by a conventional computer. Telecommunication network according to claim 2, characterized in that the subscriber's computer equipment cooperates with SCP2. Telecommunication network according to claim 3, characterized in that a unit containing control logic / control function consists of an SSN (Stand alone Service node). Telecommunication network according to claim 2, characterized in that the telecommunication service is dynamically changeable from the subscriber equipment. Ax 15 511 772 Telecommunication network according to claim 2, characterized in that the customer's operators from SCP2 can retrieve information about status changes such as number of incoming, number of ongoing, queuing calls, queue time, status of operators etc. which together with normal call information provides more efficient call control. Telecommunication network according to one of the preceding claims, characterized in that the operators' work tools consist of computers. Telecommunication network according to one of the preceding claims, characterized in that the operators' work tools consist of conventional telephones. Telecommunication network according to one of the preceding claims, characterized by using ISDN with transparent signaling on the D-channel.