Classifications

• • 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
• • 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
  • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04Q—SELECTING
  • H04Q3/00—Selecting arrangements
  • H04Q3/0016—Arrangements providing connection between exchanges
  • H04Q3/0029—Provisions for intelligent networking
• • 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
• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04M—TELEPHONIC COMMUNICATION
  • H04M2242/00—Special services or facilities
  • H04M2242/22—Automatic class or number identification arrangements
• • 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
  • H04M3/42025—Calling or Called party identification service
  • H04M3/42034—Calling party identification service
  • H04M3/42042—Notifying the called party of information on the calling party
• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04M—TELEPHONIC COMMUNICATION
  • H04M7/00—Arrangements for interconnection between switching centres
• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04Q—SELECTING
  • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
  • H04Q2213/13103—Memory
• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04Q—SELECTING
  • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
  • H04Q2213/1313—Metering, billing
• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04Q—SELECTING
  • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
  • H04Q2213/13164—Traffic (registration, measurement,...)
• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04Q—SELECTING
  • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
  • H04Q2213/13166—Fault prevention
• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04Q—SELECTING
  • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
  • H04Q2213/13173—Busy signals
• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04Q—SELECTING
  • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
  • H04Q2213/1322—PBX
• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04Q—SELECTING
  • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
  • H04Q2213/13345—Intelligent networks, SCP
• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04Q—SELECTING
  • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
  • H04Q2213/13377—Recorded announcement
• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04Q—SELECTING
  • H04Q3/00—Selecting arrangements
  • H04Q3/72—Finding out and indicating number of calling subscriber

Definitions

• the present invention relates to a method according to the preamble of claim 1.
• Methods of the type concerned herein are chiefly used in conjunction with value- added services for controlling call queuing and charging of calls queuing for access to a special number.
• the queuing facility is required when the service provider has no idle incoming lines available when a call is placed to the value-added service.
• queuing is implemented at the PBX of the service provider. Queuing may have been arranged to start toll-free and change later into a charged call. Toll-free queuing is typically based on delayed sending of answer message from the local exchange of the service provider PBX to the telephone network switching center. Accordingly, queuing calls are connected to the
• PBX of the service provider that delays its answer to these calls.
• This technique has been capable of implementing a maximum toll-free queuing period not longer than the time supervision period of the public telephone network.
• time supervision in a public telephone network allows a delay of about 2-3 min between the call connection and the backward sending of the answer message. If queuing longer than the time supervision period has been desired, it has been required from the service provider PBX to send the answer message prior to the lapse of the time supervision period. Then, if the answer message has been sent, the charging of queuing has been started. In contrast, if the answer message has not been sent, the switching center of the public telephone network has terminated the queuing call when time supervision period expires. Thus, the queuing has been entirely toll-free and not even the local call charge has been billed to the caller.
• the goal of the invention is achieved by virtue of directing a call placed on the special number to the SSP (Service Switching Point) exchange of an intelligent telephone network and then initiating an intelligent network service according to the dialled special number in a SCP (Service Control Point) server.
• SSP Service Switching Point
• the call is directed to a VRU (Voice Response Unit) connected to the service. If all the extension lines of the special number are busy, the call will remain in the queue connected to the VRU.
• a call connected to the VRU can be treated without the value-added rate of the special number, or alternatively, the call can be billed at a separately defined queuing rate that may, e.g., be reduced from actual value-added rate.
• the VRU releases the call from the queue and the SCP server routes the call to the correct routing number of the service provider PBX.
• the invention offers significant benefits.
• the method according to the invention makes it possible to set the maximum duration of toll-free queuing independently from the time supervision of the public telephone network.
• the network operator and/or service provider may set the queuing charge rate as desired.
• the method according to the invention eliminates all unnecessary capacity-stealing load caused by the queuing calls on the connection between the service provider PBX and the telephone network.
• the method according to the invention has further advantageous embodiments with additional benefits. The method may be applied so that, during queuing, the caller is requested to submit information before the call is switched to the service provider PBX.
• this is implemented so that, by the time the queuing call is connected to the service provider's customer attendant, the information gathered during queuing is made immediately available to the customer attendant, e.g., on a computer display. This makes it possible to avail of the queuing time, too.
• Figure 1 shows the steps of a first embodiment of the method according to the invention in a first possible system configuration
• Figure 2 shows the steps of a second embodiment of the method according to the invention in a second possible system configuration
• Figure 3 shows the steps of a third embodiment of the method according to the invention in the system configuration of Fig. 2.
• FIG. 1 therein is illustrated a first embodiment of the method with arrows indicating the steps of the method and block symbols representing the means participating in said steps.
• the system configuration shown in the diagram comprises a subscriber connection 101 from which a call is placed to the special number, an
• the telephone system as a whole comprises a large number of connections similar to subscriber connection 101 and from these, a number of simultaneous calls may be placed to the special number while, for the sake of greater clarity, only one subscriber connection 101 calling the special number is shown in the diagram. Also the number of service extension lines 106 under the service provider PBX 105 may vary widely from that shown in the diagram.
• the PBX 105 itself can be a conventional PBX (Private Branch Exchange), for instance.
• a call entering the queuing to the special number and subsequent switching of calls from the queue to the actual routing number invokes the following steps:
• the SSP exchange 102 requests call control instructions from the SCP server 103.
• the SCP server 103 initiates the service associated with the special number and sends instructions to the SSP exchange 102 for controlling the call.
• the SCP server 103 commands the SSP exchange 102 to charge the call using a preset queuing rate, e.g., equal to the local call rate and to direct the call to the VRU 104. Additionally, the SCP server
• the SSP exchange 102 directs the call to the VRU 104 and starts the charging of the call at a preset queuing rate, e.g., equal to the local call rate.
• the VRU 104 answers the call and plays a queuing announcement to the caller.
• the queuing announcement is a voice message telling, e.g.,
• the VRU 104 calls the routing number of the service provider PBX 105 on a specific line. Thus, the VRU 104 can test whether the line is busy or idle. If the line is busy, the VRU 104 calls again after a pause of, e.g., 2 to 5 seconds. In this way, the VRU 104 tests the status of the routing number until it is found idle. Such a line status test is conventionally called polling.
• the VRU 104 terminates the call placed thereto by sending the clear back message to the SSP exchange 102.
• the SSP exchange 102 After receiving the clear back message, the SSP exchange 102 requests the SCP server 103 for further instructions on handling the call.
• the service logic of the SCP server 103 detects the clear back message situation and commands the SSP exchange 102 to route the call directly to the routing number of the service at the service provider PBX 105. Additionally, the SCP server 103 commands the SSP exchange 102 to start charging the caller at the value-added rate.
• the SSP exchange 102 routes the call to the PBX 105. After being answered there, the call is subsequently handled as any conventional call in an intelligent telephone network. Simultaneously, the call is charged at the rate defined for the provided service.
• Fig. 2 therein is illustrated a second embodiment of the method with arrows indicating the steps of the method and block symbols representing the means participating in said steps.
• the system configuration shown in the diagram comprises a subscriber connection 101 from which a call is placed to the special number, an SSP exchange 102 closest to the subscriber connection 101, an SCP server 103 controlling the SSP exchange 102, a VRU 104 connected to the public telephone network and a service provider PBX 105 with its service extension lines 106. Additionally, the system configuration includes control server 107 communicating with both the VRU 104 and the service provider PBX 105. Also in this system, the number of subscriber connections 101 and the number of service extension lines 106 under the PBX 105 vary widely from that shown in the diagram. As shown in Fig. 2, a call entering the queuing to the special number and subsequent switching of calls from the queue to the actual routing number invokes the following steps:
• Subscriber first places a call from a subscriber connection 101 to the value-added special number and the call is routed to the SSP exchange 102 of the public telephone network.
• the SSP exchange 102 requests call control instructions from the SCP server 103.
• the SCP server 103 initiates the service associated with the special number and sends instructions to the SSP exchange 102 for controlling the call.
• the SCP server 103 commands the SSP exchange 102 to charge the call using a preset queuing rate, e.g., equal to the local call rate and to direct the call to the VRU 104. Additionally, the SCP server 103 commands the SSP exchange 102 to wait for further instructions on handling the call.
• the SSP exchange 102 directs the call to the VRU 104 and starts the charging of the call at a preset queuing rate, e.g., equal to the local call rate.
• the control server 107 updates via a communications link provided between the server 107 and the PBX 105 the information on the status of the routing number of the called service.
• the PBX 105 submits the information concerning the status of the routing number by telling the control server 107 whether the extension line or the hunting group under the routing number is idle or busy. This status information update can be performed on-line and at very short intervals, thus permitting a realtime update of call routing information.
• the VRU 104 via the communications link between the server 107 and the VRU 104.
• the VRU 104 is furnished with practically realtime information on the status of the routing number.
• the VRU 104 After receiving the call from the SSP exchange 102, the VRU 104 answers and sends the answer message to the SSP exchange 102. Then, the SSP exchange 102 starts charging the call at the desired rate. The VRU 104 stacks the calls according to their arrival time in the queue. Subsequently, the VRU 104 plays queuing announcements or music to the caller. The queuing call is held connected to the VRU 104 waiting for an idle line to the special number. When the control server indicates a service extension line 106 under the routing number of the service to be idle, the VRU 104 terminates the call placed thereto by sending the clear back message to the SSP exchange 102. Thus, the call control is returned back to the SSP exchange 102.
• the SSP exchange 102 After receiving the clear back message, the SSP exchange 102 requests the SCP server 103 for further instructions on handling the call.
• the service logic of the SCP server 103 detects the clear back message situation and commands the SSP exchange 102 to route the call directly to the routing number of the service at the service provider PBX 105. Additionally, the SCP server 103 commands the SSP exchange 102 to start charging the caller at the value-added rate.
• the SSP exchange 102 routes the call to the service provider PBX 105.
• the call After being answered there, the call is subsequently handled as any conventional call in an intelligent telephone network. Simultaneously, the call is charged at the rate defined for the provided service.
• Fig. 3 is shown a system akin to that of Fig. 2 and the application of the queuing method with a desired charging rate in conjunction with the system so that customers placed in a queue are requested already during queuing to submit specific 8
• Such a gathered information may include, e.g., a customer number or an account number associated with bank services.
• the customer may alternatively be requested to detail the service desired during this specific call. This may be accomplished, e.g., by a menu routine in which the customer is urged to push a certain key to select the service desired.
• Information gathered during queuing can be used for controlling the service call as soon as the service extension line 106 is idle.
• the call may be placed directly to a service provider department or person selected by the customer. Further, the call may be attempted to reach directly a service provider department or person assigned to serve the customer.
• the queuing system may also be adapted to cooperate with the service provider's information processing system so that the customer information about the caller placed in the queue, and identified while being in a queue, is displayed on the computer screen of the service provider's customer attendant simultaneously with the connection of the call to the attendant's telephone set.
• Subscriber first places a call from a subscriber connection 101 to the value-added special number and the call is routed to the SSP exchange 102 of the public telephone network.
• the SSP exchange 102 requests call control instructions from the SCP server 103.
• the SCP server 103 initiates the service associated with the special number and sends instructions to the SSP exchange 102 for controlling the call.
• the SCP server 103 commands the SSP exchange 102 to charge the call using a preset queuing rate, e.g., equal to the local call rate and to direct the call to the VRU 104.
• the SCP server 103 also gives the call an identification code such as running or random number by which the call can be identified.
• the SCP server 103 places the call identification code in a predetermined field of the Signalling Message Unit to be sent to the SSP exchange 102, e.g., to the Calling Party Number field, the OCA (Original Called Address) field or the REDI (Redirecting Number) field. Additionally, the SCP server 103 commands the SSP exchange 102 to wait for further instructions on handling the call.
• a predetermined field of the Signalling Message Unit to be sent to the SSP exchange 102, e.g., to the Calling Party Number field, the OCA (Original Called Address) field or the REDI (Redirecting Number) field.
• the SCP server 103 commands the SSP exchange 102 to wait for further instructions on handling the call.
• the SSP exchange 102 directs the call to the VRU 104 and starts the charging of the call at a preset queuing rate, e.g., equal to the local call rate.
• the control server 107 updates via a communications link provided between the server 107 and the PBX 105 the information on the status of the routing number of the called service.
• the PBX 105 submits the information concerning the status of the routing number by telling the control server 107 whether the extension line or the hunting group under the routing number is idle or busy.
• the VRU 104 After receiving the call from the SSP exchange 102, the VRU 104 answers and sends the answer message to the SSP exchange 102. Then, the SSP exchange 102 starts charging the call at the desired rate. The VRU 104 stacks the calls according to their arrival time in the queue. According to its service logic, the VRU 104 requests and records necessary information about the caller. The VRU 104 stores the information and selections entered by the queuing caller. If the call queuing extends 10
• the VRU 104 can play queuing announcements or music to the caller.
• the queuing call is held connected to the VRU 104 waiting for an idle line to the routing number.
• the control server indicates a service extension line 106a under the routing number to be idle
• the VRU 104 terminates the call placed thereto by sending the clear back message to the SSP exchange 102.
• the call control is returned back to the SSP exchange 102.
• the VRU 104 sends the information gathered from the caller as well as his selections in a given format to the control server 107. By the same token, the VRU 104 sends the identification code of the call.
• the SSP exchange 102 After receiving the clear back message, the SSP exchange 102 requests the SCP server 103 for further instructions on handling the call.
• the service logic of the SCP server 103 detects the clear back message situation and commands the SSP exchange 102 to route the call directly to the routing number of the service at the service provider PBX 105. Additionally, the SCP server 103 commands the SSP exchange 102 to start charging the caller at the value-added rate.
• the SSP exchange 102 routes the call to the PBX 105.
• the SSP exchange 102 also complements the Signalling Message Unit with the call identification code.
• the PBX 105 addresses the control server 107 that identifies the subscriber call by its identification code, or alternatively, by its identification code plus its target number. After the call is identified, the system complements the call basic data with the caller submitted information and selections. On the basis of caller-submitted information and selections, the control server 107 sends to the PBX 105 information on the service extension line or the service hunt directory number, respectively, related to the subscriber call. Additionally, the control 11
• server 107 may command the service provider information system to initiate service operations required herein.
• the PBX 105 directs the call to a service extension line 106a. After being answered there, the call is subsequently handled as any conventional call in an intelligent telephone network. Simultaneously, the call is charged at the rate defined for the provided service.
• the incoming calls to the service are identified by a specific call identification code generated internally in the service system.
• Calling Party Number information conventionally associated with a call is unsuitable for use as a call identification code. For instance, using the Calling Line Identification alone as the call identification code would cause problems in the case that a number of simultaneous calls would be placed on the special number via such a private branch exchange that sends the exchange number as the Calling Party
• the new call is first directed to the VRU 104 (steps 3; 13; 23). However, if there is no queue in the situations illustrated in Figs. 1 and 2, the new call can be immediately forwarded in the fashion described in steps 5, 6, 7 or 16, 17, 18, respectively. Herewith, no announcements are played to the caller, but instead, the call is immediately transferred away from under the control of the VRU
• the queuing calls were stacked in the queue in their order of arrival.
• the service provider can give priority to calls received from predefined Calling Party Numbers.
• calls received from the extension numbers of the private access branch exchange of a major customer may be given priority in the queuing order.
• the Calling Party Number information cannot be ignored at least entirely during the formation of the call identification code (step 22).
• the call identification code can be stored in some other field than the Calling Party Number field.
• the Calling Party Number or corresponding queuing priority information can be embedded in the call identification code written in the Calling
• the control server may also be adapted to control the function of the service provider PBX.
• a portion of the exchange functions, that is, of its intelligence can be located outside the exchange.
• the control server is programmed to submit the exchange, among other information, with control instructions related to the service extension lines.
• the control server may also handle other enhanced services implemented in the exchange. Resultingly, the exchange equipment can be stripped down to the level of the most basic functions immediately related to call switching.
• the control server and the telephone exchange can be connected to each other via the standard TAPI 2.0 interface, for instance.
• a single VRU can handle the queuing routines of a plurality of separate special numbers. Furthermore, the target extensions of the separate special numbers handled by a single VRU may be located under separate local switching centers.
• a single private branch exchange may contain target extensions of several special numbers. 13
• the call can be charged using two separate billing tickets.
• the first ticket is made for the call duration connected to the VRU and the second ticket for the call duration connected to an exchange controlling the call connection to the actual routing number.
• this arrangement allows separate toll ticketing of a call placed to a special number with one ticket for the queuing duration and a second ticket for the duration of the actual call. Accordingly, this embodiment of the invention facilitates charging of a special number call with the queuing and the service durations billed separately from each other. Such detailed billing information can be utilized, e.g., for dividing the revenues of the service between the telephone network operator and the service provider.
• the invention may also be applied in conjunction with non-value-added or entirely toll-free call services.
• the call to the special number is charged at the local call rate or is toll-free.
• the service call duration could be charged at a lower rate than the queuing duration.
• the invention may also be applied so that the calling subscriber connection is billed only for the queuing time during which the caller, e.g., has to enter information needed by the provided service, while the actual attended part of the call is toll-free.

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• Engineering & Computer Science (AREA)
• Signal Processing (AREA)
• Computer Networks & Wireless Communication (AREA)
• Physics & Mathematics (AREA)
• Astronomy & Astrophysics (AREA)
• General Physics & Mathematics (AREA)
• Business, Economics & Management (AREA)
• Marketing (AREA)
• Telephonic Communication Services (AREA)
• Sub-Exchange Stations And Push- Button Telephones (AREA)

Priority Applications (5)

Applications Claiming Priority (2)

Publications (1)

Family

ID=8551542

Family Applications (1)

Country Status (7)

Cited By (2)

Citations (3)

• 1998
  • 1998-04-17 FI FI980865A patent/FI106339B/fi active
• 1999
  • 1999-04-16 AU AU34239/99A patent/AU3423999A/en not_active Abandoned
  • 1999-04-16 EP EP99915787A patent/EP1068745A1/en not_active Withdrawn
  • 1999-04-16 WO PCT/FI1999/000314 patent/WO1999055101A1/en not_active Application Discontinuation
  • 1999-04-16 EE EEP200000599A patent/EE04697B1/xx unknown
  • 1999-04-16 CA CA002325859A patent/CA2325859A1/en not_active Abandoned
• 2000
  • 2000-10-16 NO NO20005182A patent/NO20005182L/no not_active Application Discontinuation

Patent Citations (3)

Non-Patent Citations (1)

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