WO1999020032A1 - System and method for integrating voice on network with traditional telephony - Google Patents
System and method for integrating voice on network with traditional telephony Download PDFInfo
- Publication number
- WO1999020032A1 WO1999020032A1 PCT/US1998/019715 US9819715W WO9920032A1 WO 1999020032 A1 WO1999020032 A1 WO 1999020032A1 US 9819715 W US9819715 W US 9819715W WO 9920032 A1 WO9920032 A1 WO 9920032A1
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- voice
- call
- telephony
- network
- message
- Prior art date
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/009—Arrangements for interconnection between switching centres in systems involving PBX or KTS networks
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/56—Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
- H04M7/1205—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal where the types of switching equipement comprises PSTN/ISDN equipment and switching equipment of networks other than PSTN/ISDN, e.g. Internet Protocol networks
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5237—Interconnection arrangements between ACD systems
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q3/00—Selecting arrangements
- H04Q3/58—Arrangements providing connection between main exchange and sub-exchange or satellite
- H04Q3/62—Arrangements providing connection between main exchange and sub-exchange or satellite for connecting to private branch exchanges
- H04Q3/625—Arrangements in the private branch exchange
Definitions
- the invention is a method for integrating voice on network with
- VON voice on network
- a PBX is to deliver VON calls to a gateway device which converts VON call
- Calls from a packet network carry useful information relating
- caller - whether the dialogue is audio, video, or web interactive.
- call centers must formalize the interaction and routing of calls.
- a caller also needs to be able to deliver messages and
- gateways strip out voice content and separate it from other
- Link Server (LS). Calls are delivered to the link server as either
- the LS inputs the calls and
- the desktop PC program running on a desktop PC.
- the desktop PC program synchronizes the display of the incoming calls with messages received from the LS.
- VON call handling can include web interaction with the caller before or instead of a
- Agent or LS system can also offer a callback
- a switchhook transfer can be used to transfer the call held in
- switch link can be used to force completion of the call to the agent.
- the decoding is performed in a server, for example at
- the LS can coordinate the passage
- connection can be moved from point to point in
- the call center When decoding occurs at the LS, the LS must have resource cards
- One such card is that supplied by the
- Fusion cards decode/encode voice
- Microsystems also has a card which contains a TCP/IP protocol stack.
- TCP/IP protocol stack on the card is optimized for packet passing from and
- the solution is scaleable
- the TCP/IP stack is running in the operating system of the PC.
- One of the benefits of this invention is allowing bridge technology to
- VON VON
- the data network could be determined by query and response time across the
- client server telephony system such as that described in
- example is personalized call coverage.
- a caller from traditional telephony A caller from traditional telephony
- connection reaching a voice card on a PC can be given instructions
- FIG. 1 is a schematic illustration of a telecommunication according to
- FIG. 2 is a schematic illustration of an LS gateway device according
- FIG. 3 is a schematic illustration of the software architecture
- FIG. 4 is a schematic illustration of an LS gateway device according
- FIG. 5 is a schematic illustration of the software architecture
- FIG. 7 is a schematic illustration of the message flow a point-to-point
- FIG. 8 is a schematic representation of a voice card according to a
- FIG. 9 is a schematic representation of call distribution message flow
- FIG. 10 is a schematic illustration of message flow for call
- FIG. 11A is a schematic illustration of WCP registration according to
- FIG. 1 IB is a schematic illustration of call distribution using an SLPP
- FIG. 12 is a schematic representation of a routing table according to a preferred embodiment of the present invention.
- FIG. 13 is a flow chart for message filtering according to a preferred
- Fig 1 is a schematic illustration of a telecommunications system 10
- System 10 is
- PBX Private Branch Exchanges
- CO Central Office
- PBXs 104a and 104b are preferably conventional
- Telecommunication system 10 also carries out voice telephony premise switches.
- Telecommunication system 10 also carries out voice telephony premise switches.
- LAN local area networks
- LS Link Servers
- gateways 103a and 103b Connected to network
- 115a are data communications gateways 116a and 114a. These allow the
- LAN 115 to pass packets of information to either the public internet 118 or a
- tandem 125 can be connected to the Internet 118 through a link server 105c.
- Web server 123 is connected to the LAN 115a to accept web
- server (not shown) can also be attached to LAN 115b in like manner.
- Attached to the data networks shown are various communications gateways and VON gateways (103a, 103b, and 119). Remote telephony networks are
- PBXs are connected to CO 100.
- PSTN switched telephone network
- CO central office
- Intranet 122 or voice calls placed to the company from the public data
- Voice calls from data communications networks can be converted to a
- gateway devices such as gateway device 103a. These voice calls can enter
- the data communications network either from other gateways, such as
- Workstations equipped with telephony voice cards for example workstation
- the workstations can be any type of workstations 112a, equipped with voice card 110a.
- the workstations can be any type of workstations
- Control of signaling for standard telephony is contained in either the
- signaling bits e.g., in Tl or El
- Such a protocol might involve change of bit value in an
- Tl A-bit signaling states communicated through Tl A-bit signaling. These states are part of a higher layer protocol of signaling, for instance E&M in the Tl trunking
- LS 105a In the preferred embodiment of the present invention, LS 105a
- FIG. 4 the major components of LS 105a are described.
- LS 105a contains
- Switch link control is
- switch link control commands over serial line 107 to a serial port 206 on PBX 104a.
- Such control is well-known to those skilled in the art.
- VON sources originating from VON sources are also presented to the users by the same
- agent local user in this example selects a call from the queue for
- the link server may become the local user to
- FIG. 7 illustrates schematically call setup message flow for a VON
- a SETUP message is sent from PC 112 to PC
- WCP 451 handles the incoming
- the CONNECT message carries a transport channel
- this is a TCP/IP socket
- the socket address is the repository and source of voice packets
- Packets are moved to and from the socket by software in the driver for the voice card 110a. Packet
- Voice card 110a converts packets to analog audio
- a user e.g. , an
- agent can add a conversation from another input to a conversation being
- voice card 110a handles voice instructions.
- voice card 110a handles voice instructions.
- voice card 110a handles voice instructions.
- voice card 110a handles voice instructions.
- voice card 110a handles voice instructions.
- card 110a has interfaces shown in FIG. 8. Other voice cards in the system
- a local Phone interface 421 may
- Code running in the WCP process 451 sends commands to the DSP through a shared memory 429 (not shown) to
- the line interface 422 is put in an off hook condition
- dial tone is detected, and touch tones are generated by the DSP 430.
- call input on line interface 422 can be conferenced into the VON
- More calls can be added to the conference call. These calls can be
- the switch-hook can be added by passing control information to the voice card, for example voice card 110a, to perform a switch-hook transfer.
- the switch-hook can be added by passing control information to the voice card, for example voice card 110a, to perform a switch-hook transfer.
- a feature code such as a conference dial code
- a VON party can be added as well. TO add a VON party a VON call
- PBX is limited to the number of callers the PBX will support. Adding VON
- voice card such as voice card 110a on PC 140.
- voice card 110a on PC 140.
- the present invention allows versatility in telephony call control.
- a telephony call can be added to the conference by using a Switch Link Proxy Process (SLPP).
- SLPP Switch Link Proxy Process
- the SLPP 406 process executes on an LS, such as LS 105a.
- the SLPP 406 process receives messages through message router 405 (FIGs. 3 and 5) to affect call control in
- SLPP 406 also receives messages from
- PBX 104a and passes them to WCP 451 processes in the workstations.
- WCP 451 registers with message router 405
- message router 405. Message router 405 forwards the LOGIN message to
- Figure 11 shows how a call is placed from WCP 451 by sending an
- the ORIG message is an origination message. This call may be added to the
- DISCONNECT message through SLPP 406 to message router 405, which forwards the DISCONNECT message to WCP 451.
- WCP 451 then ends the call from the workstation software's point of view. Any screens, displays, etc are reset to show the call is finished.
- Incoming calls may be answered and added to the conference by
- PBX 104a are controlled or monitored through messages passed between the
- Switch link 107 is shown
- switch link 107 can be implemented using a number of communication methods, including
- CCP 450 sends
- DTMF or a digital signaling information used in Tl or digital handset.
- switch linkl07 If a switch link such as switch linkl07 is used, rather than direct
- the transfer is accomplished by messages sent from the CCP 450 process to the SLPP 406 process to the PBX.
- Link Server 105a can be used to set up calls from either the
- LS gateway 105a can be used to set
- remote VON user processes 402 and passing connect messages back to LS
- Figure 9 shows how LS 105a can answer, queue, and distribute a call
- a SETUP message is passed to a Network Call Control
- NCCP Network Control Process 400 in LS 105a from WCP 451 in PC 111.
- LS 105a sends a
- ANNOUNCE message is broadcast through the message router 405 to all
- WCP 451 processes such as WCP 451 executing on PC 140.
- WCP 451 processes displays calls to agents at these workstations in a
- NCCP 400 is now able to
- the WCP 451 process responds with a RELEASE
- Web server 401 can also play an important part in VON.
- VON call For example, a remote user browsing a web site
- VON desires to establish a VON call to a person or to a call center in a company.
- FIG. 10 In a preferred embodiment of the present invention, illustrated in FIG. 10,
- Web server 401 passes this information and other information about the User 402 entered during
- This queue information is then passed to the User 402 in a
- the NCCP 400 process sends an ANNOUNCE message through the message
- Router 405 to all the WCP 451 processes such as WCP 451 executing on PC 111.
- a user corresponding to one of the WCP 451 processes selects the call.
- NCCP 400 sends an ANSWER
- the WCP 451 process electing to take the call takes the CSCTA value from
- WCP 451 in PC 111 sends a
- the present invention also applies to other media routing.
- message router 405 needs to contain message ports to
- Link servers register with
- the filter criteria can be agent specific, call-type and/ or
- Message router 405 must keep a table containing remote router ID's
- FIG. 12 shows entries in an example routing table 1201. Referring to FIG. 12,
- routing table 1201 preferably contains four fields: remote route ID, remote
- the remote router ID identifies
- the remote port number corresponds to the port number of the remote
- filter type is the filter criteria to filter out message of a specific type.
- filter value is the value associated with the filter type for more specific
- Filtering can be preformed with respect to the sender
- the filter can affect message prior to their sending
- the purpose of the filter is to keep network traffic between message routers to a minimum, but is not necessary to practice the present invention.
- This additional step includes consulting the table first for
- Router 405 process. This filtering and table management is necessary in
- link servers 103a, 105a, 103b and 105b makes it possible to blend VON or media on network into the virtualized
- FIGs. 2 and 3 where calls from PBX 104a are
- Ethernet TCP/IP 202 card in the LS Gateway 103 Ethernet TCP/IP 202 card in the LS Gateway 103.
- Standard telephony card 200 DSP card 201, and Ethernet TCP/IP 202 card
- example Standard telephony card 200 is Natural Microsystems (NMS) ATI
- NMS's TX2000 IP router card convert standard telephony
- FIG. 13 is a flow chart representative of a process executed in by
- message router To send a message, message router begins in start step 1302, whereupon it
- step 1304 message router 405 receives a
- step 1312 else there is nowhere to send the message and it
- message router 405 checks filter type in step 1314 to determine if the
- receiver is a receiver of the correct type. If not, the router is finished and
- message router 405 stops processing the message and proceeds to done step
- message router 405 sends
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Multimedia (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Data Exchanges In Wide-Area Networks (AREA)
Abstract
Description
Claims
Priority Applications (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
CA002303840A CA2303840A1 (en) | 1997-09-18 | 1998-09-18 | System and method for integrating voice on network with traditional telephony |
EP98951923A EP1038385A1 (en) | 1997-09-18 | 1998-09-18 | System and method for integrating voice on network with traditional telephony |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US5928597P | 1997-09-18 | 1997-09-18 | |
US60/059,285 | 1997-09-18 |
Publications (1)
Publication Number | Publication Date |
---|---|
WO1999020032A1 true WO1999020032A1 (en) | 1999-04-22 |
Family
ID=22022009
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/US1998/019715 WO1999020032A1 (en) | 1997-09-18 | 1998-09-18 | System and method for integrating voice on network with traditional telephony |
Country Status (3)
Country | Link |
---|---|
EP (1) | EP1038385A1 (en) |
CA (1) | CA2303840A1 (en) |
WO (1) | WO1999020032A1 (en) |
Cited By (7)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP0961508A2 (en) * | 1998-05-29 | 1999-12-01 | Siemens Aktiengesellschaft | Method and telecommunication system for transmission of data from a first to a second private branch exchange |
WO2001035617A2 (en) * | 1999-10-29 | 2001-05-17 | Telera, Inc. | Distributed call center with local points of presence |
WO2001078443A2 (en) * | 2000-04-06 | 2001-10-18 | Arialphone, Llc. | Earset communication system |
WO2002045399A2 (en) * | 2000-11-28 | 2002-06-06 | Nortel Networks Limited | A component for processing ip telephony calls |
WO2002093892A1 (en) * | 2001-05-15 | 2002-11-21 | C3T S.A. | Method and device for multimedia communication management |
EP1278352A2 (en) * | 2001-07-18 | 2003-01-22 | Tenovis GmbH & Co. KG | IP Telecomms Equipment and Method for Operating |
DE102004061512A1 (en) * | 2004-12-16 | 2006-06-29 | Deutsche Telekom Ag | Automated determination of processing instance involves determining processing instance(s), using routing algorithm capable of learning, suitable for processing ticket that has been produced within predefined period of time |
Citations (3)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5546452A (en) * | 1995-03-02 | 1996-08-13 | Geotel Communications Corp. | Communications system using a central controller to control at least one network and agent system |
US5557668A (en) * | 1992-06-25 | 1996-09-17 | Teledata Solutions, Inc. | Call distribution system with distributed control of calls and data distribution |
US5610910A (en) * | 1995-08-17 | 1997-03-11 | Northern Telecom Limited | Access to telecommunications networks in multi-service environment |
-
1998
- 1998-09-18 EP EP98951923A patent/EP1038385A1/en not_active Withdrawn
- 1998-09-18 WO PCT/US1998/019715 patent/WO1999020032A1/en not_active Application Discontinuation
- 1998-09-18 CA CA002303840A patent/CA2303840A1/en not_active Abandoned
Patent Citations (3)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5557668A (en) * | 1992-06-25 | 1996-09-17 | Teledata Solutions, Inc. | Call distribution system with distributed control of calls and data distribution |
US5546452A (en) * | 1995-03-02 | 1996-08-13 | Geotel Communications Corp. | Communications system using a central controller to control at least one network and agent system |
US5610910A (en) * | 1995-08-17 | 1997-03-11 | Northern Telecom Limited | Access to telecommunications networks in multi-service environment |
Cited By (13)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP0961508A2 (en) * | 1998-05-29 | 1999-12-01 | Siemens Aktiengesellschaft | Method and telecommunication system for transmission of data from a first to a second private branch exchange |
EP0961508A3 (en) * | 1998-05-29 | 2006-01-18 | Siemens Aktiengesellschaft | Method and telecommunication system for transmission of data from a first to a second private branch exchange |
WO2001035617A2 (en) * | 1999-10-29 | 2001-05-17 | Telera, Inc. | Distributed call center with local points of presence |
WO2001035617A3 (en) * | 1999-10-29 | 2002-09-12 | Telera Inc | Distributed call center with local points of presence |
WO2001078443A3 (en) * | 2000-04-06 | 2003-10-16 | Arialphone Llc | Earset communication system |
WO2001078443A2 (en) * | 2000-04-06 | 2001-10-18 | Arialphone, Llc. | Earset communication system |
WO2002045399A2 (en) * | 2000-11-28 | 2002-06-06 | Nortel Networks Limited | A component for processing ip telephony calls |
WO2002045399A3 (en) * | 2000-11-28 | 2003-05-01 | Nortel Networks Ltd | A component for processing ip telephony calls |
FR2824980A1 (en) * | 2001-05-15 | 2002-11-22 | C3T | Multimedia communication system uses servers each maintaining real time updated database of agent occupancy and connections |
WO2002093892A1 (en) * | 2001-05-15 | 2002-11-21 | C3T S.A. | Method and device for multimedia communication management |
EP1278352A2 (en) * | 2001-07-18 | 2003-01-22 | Tenovis GmbH & Co. KG | IP Telecomms Equipment and Method for Operating |
EP1278352A3 (en) * | 2001-07-18 | 2003-11-19 | Tenovis GmbH & Co. KG | IP Telecomms Equipment and Method for Operating |
DE102004061512A1 (en) * | 2004-12-16 | 2006-06-29 | Deutsche Telekom Ag | Automated determination of processing instance involves determining processing instance(s), using routing algorithm capable of learning, suitable for processing ticket that has been produced within predefined period of time |
Also Published As
Publication number | Publication date |
---|---|
EP1038385A1 (en) | 2000-09-27 |
CA2303840A1 (en) | 1999-04-22 |
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