SE517736C2 - Method and device for media independent call control - Google Patents

Abstract

The present invention relates to an apparatus and a system for managing real-time communication in a network (100), where said apparatus comprises input/output means, which are connectable to a plurality of endpoints, each endpoint being associated with at least one terminal A, B, via said network (100). The apparatus further comprises means to check the status and availability of said endpoint terminals, means to receive a request for establishing a real-time communication link from a first endpoint to a second endpoint, at least one queuing means (105) comprising at least one queue (110, 111) for each endpoint, where said request is stored, and means to perform actions (112) associated with the content of said request from said first endpoint, the status and the availability of said first and second endpoint terminals and changes in said queuing means (105). The invention also relates to a system comprising a such apparatus and method for managing real-time communication in a network (100).

Description

20 25 30 517 736 '- the spread of different types of calls, different types of endpoints and an increased demand for more advanced and complex call control services, such as call forwarding and automatic call distribution. The area of call control and call handling is expanding in complexity and importance.

Traditional technology solves this problem with a large range of specialized switches, routers and other telephony equipment.

Summary of the Invention The invention of a merged and general device for media independent call control performs the task, as mentioned above, more cost effective and flexible, enabling easy creation of advanced call control services and the introduction of merged monitoring functions for handling.

The above-mentioned problem is solved by handling all real-time communications in a device within a network, said device comprising input / output means, which are connectable to a plurality of endpoints, each endpoint being associated with at least one terminal, via said network. The device further comprises means for checking the status and availability of said endpoint terminals, means for receiving a request to establish a real-time communication link from a first endpoint terminal to a second endpoint terminal, at least one queuing means comprising at least one queue for each endpoint, wherein said request stored, and means for performing actions associated with the content of said request from said first endpoint, the status and availability of said 23635ase.doc; 00-08-18 10 15 20 25 30 "." .. ...;;....... '°..' °.. ". _:. - _ ... ..... .... .nu -n-. ; p o; o .. n »'I' ° ~» non-nan u .. "" '' I 'a -g .. n. .nu 1.' 'first and second endpoint terminals and changes in said queue means.

An advantage of the present invention is that it can be implemented at a low cost.

Another advantage of the present invention is that it is possible to handle different types of endpoints with the same device. Yet another advantage of the present invention is that any type of call can be handled by the same device.

Further scope of applicability of the present invention will become apparent from the detailed description given below. However, it is to be understood that the detailed description and specific examples, as they indicate preferred embodiments of the invention, are given by way of illustration only, as many changes and modifications within the scope of the invention will become apparent to those skilled in the art from the detailed description.

Brief Description of the Drawings Fig. 1a shows a schematic layout of a computer network with a server comprising said device according to the invention.

Fig. 1b shows an overview of the parts of the server from Fig. 1a.

Fig. 2 shows a flow chart of a method for establishing a connection between two end points according to the invention. 23635ase.doc, - 00-08-18 10 15 20 25 30 nu u. . n n n -. u j j: z:: z: z z. ... ... . ".“ .. ...... :: nn - ~:.. .-. .... __ w '2 :;. IC OI Fig. 3 shows a flow chart of a method for establishing a connection between an external telephone and a call center according to the invention.

Detailed Description of Preferred Embodiments In the description below, the term "endpoint" is used to indicate a logical address, such as a person registered in the network, a group of people (call center), a specific terminal or a group of terminals (eg terminals in a room). A terminal, which has a physical address within the network, is a communication equipment which can be connected to the network.

Logical addresses, ie. Endpoints that are associated with at least one terminal are called active endpoints and endpoints that do not have any terminals associated with them are called inactive endpoints. Both active and inactive endpoints can be handled by the device according to the invention as described below.

Figure 1a shows a computer network 100, which connects a plurality of terminals, such as a telephone A via an adapter 106, multimedia terminals 107 with a telephone B and E, a standard computer terminal C connected to the Internet 108 via a first gateway 101 or a telephone D connected to the public telephone network PSTN via a second gateway 102. These terminals are shown as an example and the computer network may of course include several terminals of one type and / or other types of terminals. 23635ase.doc; The function and construction of gateways 101, 102 are known to one skilled in the art, and are not described in this application as they are not part of the present invention.

The network 100 can communicate with any type of protocol, but is preferably based on an Internet Protocol (IP).

A server 103 is also connected to each network 100 and includes a controller 104 and a queue arrangement 105.

The queue arrangement 105 comprises a number of queues corresponding to the registered number of endpoints in the network.

An endpoint, which is a logical address as described above, may be a person, a group of people (call center), a location with several terminals (a room) or a specific terminal, where a terminal may be associated with several endpoints. A person registered in the network as an endpoint also has at least one associated queue. When this person logs in to a network, that person will be associated with a specific network terminal, ie. a physical address, in the network 100, thus activating the endpoint. A table is created in the server with cross-references for associated terminals, physical addresses, and persons, logical addresses, which are logged in to the network.

Figure 1b shows an overview of the parts of the server from figure 1a, and how they interact with the endpoints in the system. The server 103 includes a queue arrangement 105, which has at least one queue for each endpoint in the network. In this example, there is a first queue 110, which is associated with a first endpoint at terminal A and a second queue 111 for a second endpoint at terminal B. 23635ase.doc; The server also includes a controller 104, which in turn includes multiple event handlers 112. Each event handler is associated with a specific action, which event handler is affected by a event occurring in the system.

These events can take place in the queuing arrangement 105 or at the end points A, B. The control unit 104 is in contact with all terminals in the network through a signaling network 114, which is part of the network 100. The control unit 104 is also in contact with the queuing arrangement 105 via a queuing control connection 115, within the server 103.

An event occurs when it changes in the queue arrangement 105, e.g. when a first terminal A requests a link to a second terminal B by entering this request in the second queue 111 as an object 113. The action performed by the event handler is also associated with the content of the request from the terminal A of the first endpoint, the status and availability of terminals A, B at said first and second endpoints.

When the first endpoint A sends a request to the server 103 to establish a real-time communication link to endpoint B, the request is stored in the second queue lll as an object 113. The object contains information regarding the identity of the first endpoint A, the identity of the second endpoint B, type of call (eg phone call, video conference, chat). It can also contain information about case-related information, call priority, creation time information, etc. Case-related information can be entered via a Website or by using keypad codes. Call priority information can be used to re-prioritize dormant 23635ase.doc; 00-08-18 10 15 20 25 30 517 736 calls in the queue, if a new request for real-time communication has a higher priority than an older dormant request.

The creation time information can be used to extract statistics about waiting times before a communication link is established. Other types of statistics are possible for measuring traffic conditions within the network.

An event handler affected by the entry of the object in the second queue performs actions associated with the type of call, the identity of the first and second endpoints.

The event handler also checks the status and availability of terminals A, B at the first and second endpoints. The work performed by the event handler also depends on the status of the queue arrangement, e.g. there are some other dormant calls for the other endpoint. Other event handlers are involved to take care of e.g. time-out and end a call. It is of course possible to have different event handlers depending on the type of communication link requested. All types of different requested links to an endpoint can be saved in the same queue, but it is possible to implement different queues for different types of requested communication links, e.g. a separate queue for voice calls and a second queue for other requested real-time communications to one endpoint.

When all the conditions for a real-time communication link are met, the communication link 116 is set up between the terminals of the first and second endpoints. The object is retained in the queue as long as the link is used.

The control unit can also include a logging function where a history of all events and the time they occurred is saved. 23635ase.doc; O0 «08-l8 10 15 20 25 30 517 736 This information can be used to optimize network performance. It can also be used for billing purposes and maintenance of the system.

The second endpoint B may comprise a group of terminals, either in a specific room or as a call center.

The terminals in a call center do not have to be geographically located, to belong to the same group. Examples of such groups are support and help desk for banks, computers, etc. When a terminal in the group becomes available, the requested communication link is set up with the terminal, or if there is additional case-related information, the request can be redirected to a specialist within a call center. take care of the specific case, e.g. to a lending department in a bank.

The operation of the present invention will be given as a number of examples with reference to Figures 1, 2 and 3, which illustrate various aspects of the invention.

Example 1 A first person, named Adam, wants to make a telephone call to a second person, named Bert, and picks up the telephone A, which is automatically connected to the network 100 via the adapter 106, which has a first physical address. Adam dials Bert's telephone number, the logical address of Bert, when Bert is to be called and thereby sends a request to open a real-time connection to Bert, who is logged in to the network at a terminal that has a second physical address, box 201.

The server receives the request and creates an object that describes the type of call, box 202, e.g. voice or video calls, 23635ase.doc; 00-08-18 10 15 20 25 30 517 736 and registers the object in Bert's queue, box 203. To be able to establish this connection, Bert must be registered as an active endpoint with the server and have his own queue.

Any change in the status or content of the queue, or the status and content of each dormant object will initiate an event which starts a general event handler, adaptable to prevailing statuses and states.

One such event is an entry of an object in Bert's queue, as shown in box 204.

In box 205, the event manager checks the status of Bert, ie. the state of Bert's terminal (eg busy or not) and the state of the call to be diverted (eg divert calls to another terminal). The event manager also checks if Bert is available in the network and at which terminal he is logged in to the network 100. In this example, Bert is logged in to the network at terminal B. This terminal also has a telephone which means that a connection for telephone calls between telephone A and terminal B can be established.

The object is registered in the queue after all other dormant objects. If there are previously dormant objects in the queue, they can be handled chronologically. Other suitable ways of determining the order in which objects resting in a queue at an endpoint are to be handled can be used, such as arranging incoming requests on a priority basis.

In box 206, the event handler performs actions depending on the events occurring in the system due to the current status and state of the request and the status and states of different queues. The Event Manager is a general manager which can 23635ase.doc; 00-08-18 10 15 20 25 30 517 736 10 ~ .- .- perform several actions independently of each other instead of having several event handlers.

In this example, there is no other request in the queue, which is an event, which initiates the event handler, controlled by the controller 104, to notify terminal B, to which Bert is connected, of an incoming call. An acceptance signal is forwarded from terminal B to terminal A if a call is accepted, which results in an established connection between A and B, ie. endpoints Adam and Bert, box 207.

If B does not send an acceptance signal back to A, a number of different things can be initiated, such as disconnecting the call by removing the appropriate object from Bert's queue, box 208, transferring the call to a new queue if Bert has diverted incoming calls to another endpoint within the network, box 209, or redirection of the call to a location outside the network, box 210.

Example 2 A customer wants help from a helpdesk (call center) for computers by picking up a telephone D and dialing a number, the logical address of the helpdesk, which connects D through a PSTN network via a gateway 102 to the network 100. A link for real-time communication is requested with the helpdesk, which is registered as an endpoint in the system, including in this example terminals A and B, see box 301.

An object is created that describes the request in box 302, and in this case, the identity of the caller is gateway 101, which is a registered endpoint in the system, and the identity of the receiving terminal may be any of a plurality of 23635ase.doc; 00-08-18 10 15 20 25 30 517 736 ll ..- n. Different terminals, all belonging to the receiving end point (helpdesk).

Additional information regarding case-related information can be entered by the caller by using keypad codes, which direct the call to the appropriate support staff.

In this case, the person wise A or B may be the most appropriate person to talk to depending on the type of problem D wants help with. This information is also stored in the object, which object is placed in an endpoint queue for the helpdesk, which is associated with the terminals A and B, box 303.

The entry in the queue influences the general event handler to perform actions which are associated with prevailing statuses and conditions as previously discussed, box 304.

In box 304, the event manager checks the status of terminals A and B, for example if the person associated with terminal A is selected based on previously entered information via keypad codes, only the status of terminal A is checked. terminal.

Other ways of selecting a terminal within the call center used in current call center systems can of course be implemented with the device according to the present invention. Actions associated with the current statuses and states of the request are performed in box 306, as described in connection with box 206 in Example 1 above. 23635ase.doc; 00-08-18 10 15 20 517 736 12 ».-» - If the conditions are met to establish a connection between the calling party's terminal D and a terminal at the end point (A or B), box 307, a communication link is established between the customer telephone D , via gateway 102 and the available terminal. If the calling party hangs up the phone D, the item is removed from the endpoint queue, box 308.

Another feature of a call center solution is that if there is a long waiting time to establish a communication link for a dormant request, then it is possible for the controller 104 to ask for the telephone number of the calling party and register it in the object. The calling party can now hang up the telephone D and the control unit calls D again when a terminal belonging to the end point (call center) is available, box 309.

With the invention thus described, it will be apparent that the same may be varied in many ways. Such variations are not to be regarded as a departure from the spirit and scope of the invention, and any modifications which may be apparent to one skilled in the art are intended to be included within the scope of the following claims. 23635ase .doc; 00-08-18

Claims (12)

10 15 20 25 30 '517 736 13 Patent claims A device for media-independent handling of real-time communication in a network (100), said device having - input / output means which are connectable to a plurality of endpoints, each endpoint being associated with at least one terminal (A, B) which are connected to said network (100), - means for checking the status and availability of the at least one terminal (A, B) of said endpoint by signaling network (114), and - means for receiving a request to establish a communication link ( 116) in real time from a first endpoint to a second endpoint, characterized in that said device further comprises - at least one queuing means (105) comprising at least one queue (110, III) for each end point, where said request is stored, and - means for perform actions (112) associated with the content of said request from said first endpoint, the status and availability of the terminals (A, B) of said first and second endpoints, and amendments in said queuing agent (105). Device for handling real-time communication in a network according to claim 1, characterized in that said request, which is stored in said queue as an object (113), generates events, where a specific event causes one of a plurality of event handlers (112), or a general event handler, to perform actions associated with the specific event. lO 15 20 25 30 '517 756 14 An apparatus for handling real-time communication in a network according to claim 2, characterized in that said event handlers (112), or general event handlers, are divided into several classes, each class of event handlers being able to perform actions associated with events generated in different queues (110 , 111). Device for handling real-time communication in a network according to claim 2 or 3, characterized in that said object (113) comprises information regarding said first and second endpoints and the type of call. Device for handling real-time communication in a network according to claim 4, characterized in that said object (113) further comprises information regarding call priority, creation time information and / or subject of the call. Device for handling real-time communication in a network according to any one of claims 1-5, characterized in that said device is implemented in a server (103) which can be connected to a computer network (100). Device for handling real-time communication in a network according to claim 6, characterized in that said means for checking the status and availability of the at least one terminal of said endpoint is implemented in a control unit (104) within said server (103). Device for handling real-time communication in a network according to any one of claims 1-7, characterized in that at least one of said endpoints is associated with a plurality of terminals. 10 15 20 25 30 517 736 15 Device for handling real-time communication in a network according to any one of claims 1-8, characterized in that said communication link (116) is established for a telephone call, a video conference and / or a chat. A system for managing real-time communication comprising a plurality of endpoints, each endpoint being associated with at least one terminal (AE) connected to a network (100), and a server (103), the network interconnecting said terminals (AE) and server (103), characterized in that said server comprises a device according to any one of claims 1-9. A method for media-independent handling of real-time communication in a network (100), said network interconnecting a plurality of endpoints, each endpoint being associated with at least one terminal (AE) connected to said network, said method comprising the step of - transmitting a request from a first endpoint, which is associated with a first terminal (A), to said device for establishing a communication link (116) in real time with a second endpoint, which is associated with at least one second terminal (B), for a call, characterized in that said network (100) is further connected to a device according to claim 1, wherein said method comprises the following further steps: - storing the contents of said request in a queue (111) for the second endpoint, where said queue ( 111) is part of a queuing means (105), - checking the status and availability of said first and second terminals (A, B) through a signaling network (114), 10 1517 of measures associated with the content of said first endpoint, the status and availability of said first and second terminals (A, B), and changes in said queue means (105). A method of setting up a call in a computer network (100) according to claim 11, characterized in that said method further comprises the steps of: - creating an object (113), which is stored in the queue (III), describing the type of call which requested, - generating events, where a specific event causes one of several event handlers (112), or a general event handler to perform actions associated with the specific event.