WO1999063741A1

WO1999063741A1 - Automatic call distribution system

Info

Publication number: WO1999063741A1
Application number: PCT/US1998/011092
Authority: WO
Inventors: Ulysses Grant Smith, Jr.
Original assignee: Cogito Economic Systems, Inc.
Priority date: 1998-06-01
Filing date: 1998-06-01
Publication date: 1999-12-09
Also published as: AU7710898A; CA2333945A1

Abstract

A system and process for accepting, assigning, and delivering telephony communications data between computer telephony integration clients and stored program control point applications through a server-based virtual circuit management system. The virtual circuit management system includes and I/O Vector object array. Objects instantiate uniquely with logical identification properties, telephony data and a vector for data delivery to either clients or applications. The logical identification allows data managed by the virtual circuit managament system to be persistent in both the source and destination systems. In this process, bytes of data are read into the object array from the server's operating system's input/output process. Object instances are created within the Vector object array through a process based upon the properties inherited from the data written from the I/O system. The instance provides the logical ID of the origination of the telephony communication data and a vector process instance to be used to deliver the data to its destination. The vector process instance only reads and writes data of its own instance, determined by its logical ID attribute. The vector process writes the data portion of its instance to a different vector object process by that Vector object process's ID. All data written by a vector process is directed to its destination by that logical ID within the virtual circuit management system.

Description

AUTOMATIC CALL DISTRIBUTION SYSTEM

FIELD OF INVENTION

This invention relates to telecommunications

network management and in particular to private automatic

branch exchange (PBX) systems referred to as Automatic

Call Distributors (ACDs) and processes that improve the granularity of the telephony communications switching.

DESCRIPTION O PRIOR ART

Private Automatic Branch Exchanges commonly referred to as PBX's are "switching" systems that

establish and manage the interconnection of users across

a transmission system. Early switches incorporated

wiring logic to deliver and maintain a communications signal between two users. Current PBXs have evolved into

electronically controlled switching systems based upon

sets of instructions stored in the control unit of a PBX's memory referred to as Stored Program Controls

(SPC) , for the purpose of setting up and maintaining calls .

The PBX provides two critical functions in a

company location; the control of the switch in the form of the Stored Program Controls, and the communications

signal switching itself. The action of setting up or

provisioning the "switching" of a signal between two

points must precede the action of signal switching itself

(see Fig. 1) . A special purpose PBX called an Automatic

CA11 Distributor (ACD) is the evolution of the SPC

portion of the PBX signal switch.

Automatic Call Distributors are special purpose

PBX systems that setup, deliver, and manage analog and

digital data transmissions based upon real-time circuit

inventory of the switch. Fundamentally, the ACD is

programmed for the number of circuits to a public switch

and the number and identification of every client station

(telephone extensions) in the company. An ACD typically

supports a reporting capability that is sufficient for

post analysis and planning, but not for real-time

querying between Stored Program Control Applications for

the purpose of determining if there is a circuit

available to setup for communications transmission.

The ACD requires stored program control logic

so it can act when presented with a signaling event from

another switch. The limitation of current ACDs is that

all program logic for call setup must be contained within

the ACD ' s memory unit. In multiple ACD networks only one ACD can be signaled to setup a circuit between two

endpoints (see Fig. 2) . If that ACD does not have a

circuit available to establish the call, it cannot tell

the signaling public switch where to signal to establish

a connection. This limitation is the result of stored

program controls being based within each ACD.

Separating the Stored Program Control module

from the ACD and moving it to a central signal point,

makes possible the ability for circuit switching between

an "offering" public switch and a provisioned "group" of

ACDs (see Fig. 3) . The feasibility of separating

Stored Program Control physically creates need for

circuit process control data at the Stored Program

Control point whenever it is offered a call. Process

control data in the telecommunications area is switch

signal data, which the ACD generates but does not deliver

back to a distributed Stored Program Control point in

real-time. Primarily because switch design makes the

ACD/PBX's event driven at best to signals being presented

to them, and then through their Stored Program Control

modules. When signals are being presented to a remote

point, this does not even represent an event state to the

ACD and the need for a Virtual Telephony Data Message

system. SUMMARY OF THE INVENTION

The present telephony data message management

system exposes event -driven telephony data to switch

management applications for the purpose of delivering

telecommunications transmissions. It overcomes the

inability of the prior art to utilize telephony data in

its Stored Program Control (SPC) module operations. It

further increases the ability of the prior art to manage

individuals because of event data for the individual

station ID (telephone extension) .

During processing, the message management

system is passing telephony data between desktop clients

and network based ACD applications in real-time. The

process is one of accepting a data packet from either a

computer telephony integration (CTI) device or a SPC

supporting application and tagging the data for delivery

to its counterpart. Every CTI message is destined for a

SPC application and SPC applications can only send data

to CTI clients through the virtual circuit management

system.

All clients to the virtual circuit management

system must identify themselves and be validated. Once

validated the client is allowed to have data messages delivered to its application host. There is a specific

message application programming interface (API) set

utilized for the purpose of transmitting data. This

message API set insures that unauthorized or invalid data

will not potentially corrupt client systems integrity.

Data messages are directional and the message set further

insures that. Message IDs designate what direction they

may travel, what processes need to be notified of their

arrival, and what events the receiving process should

initiate .

The Virtual Telephony Data Message System is a

collection of like processes and data objects whose

specific attributes are determined by when and where in

the system the objects instances are created. These data

objects and processes are implemented utilizing the

principles of inheritance and persistence within the

virtual circuit management system.

BRIEF DESCRIPTION OF THE DRAWINGS

Figure 1 is a representation of the components

of Stored Program Control and switched signaling for an

offered call in the prior art

Figure 2 is a representation of multiple

PBX/ACDs with separate Stored Program Control being

served by a single Public Switch

Figure 3 is a representation of multiple

PBX/ACDs utilizing a distributed Stored Program Controls

module accessed by a carrier Service Control Point

accessing a Common Stored Program Control .

Figure 4 is a representation of a conventional

system without Computer Telephony Integration technology

being combined with network based Stored Program Control

modules .

Figure 5 is a representation of a Computer

Telephony system utilizing a departmental server for

distributed Common Stored Program Control functionality.

Figure 6a is a process flow block diagram of

the Telephony Data Message process by Vector Objects.

Figure 6b is an Object Definition Model for the

Telephony Vector Object.

Figure 6c is the Telephony Data Message API set

portion generated by PBX/ACD Stored Program Control Applications. The message names begin with the word

VAPI which stands for Virtual Application Programming

Interface

Figure 6d is the Telephony Message API set

portion generated by Telephony Integrated Client

Applications for Stored Program Control Server

Applications. The message names begin with the word VAPI

which stands for Virtual Application Programming

Interface

Figure 6e is the message API set portion

generated by Virtual Message Management System's inter¬

process communication. The message names begin with the

word VAPI which stands for Virtual Application

Programming Interface

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT

A present preferred embodiment of my system is

depicted in Figure 5 through Figure 6e. In the preferred

system there is a Computer Telephony Integrated Network

utilizing a Departmental Server as a distributed server

for ACD Stored Program Controls.

Referring to Figure 5, a public communication

system includes a network/service control point 10 and a

message source 16, such as a terminating public switch. The message source 16 communicates with switching

systems, such as PBX/ACDs 14a, 14b. Although two PBX/ACD

units 14a, 14b are shown in Figure 5, it is to be

understood that the system may contain additional PBX/ACD

units 14. The PBX/ACD units 14 within the system may be

at different physical locations.

Each PBX/ACD 14 includes a plurality of

connection switches for electrically connecting the

message source 16 with a communication station, such as a

telephone station 22 or a work station 24. The

workstations 24 may include personal computers or

servers. Some of the workstations 24 and telephone

stations 22 may be in a building or other physical

location different from the building in which other

workstations 24 and telephone stations 22 are located.

Each PBX/ACD 14 includes a local stored program

control module 18. The local stored program control

modules 18a, 18b monitor the status of the connect

switches within the respective PBX/ACD 14a, 14b.

The local stored program control modules

18a, 18b communicate with a common stored program control

module 20. In particular, the local stored program

control modules 18a, 18b provide process control data to

the common stored program control module 20 which may reside in server 26. The common stored program control

module 20 may provide instructions to the network/service

control point 10 for selectively connecting the message

source 16 to at least one of the communication stations

via a PBX/ACD 14.

The process of the present invention is shown

in Figure 6. In particular, a process flow block diagram

of the Telephony Data Message process by Vector Objects

is shown in Figure 6a, and a Object Definition Model for

the Vector Objects is shown in Figure 6b, and the Message

set application programming interface (API) is shown in

Figure 6c, Figure 6d and Figure 6e.

Both Figures 6a and 6b represent software

modules in the preferred embodiment . The module of

Figure 6b is incorporated in the implementation of step 2

in Figure 6a, the VECTOR Process, 2a, the VECTOR Object

Array and step 4, the CLIENT and SERVER VECTOR INSTANCES.

The implementation requires input data in the structures

specified in the Message set application programming

interface (API) of Figures 6c and 6d and 6e for step 1 of

Figure 6a and generates output data specified in the

Message set application programming interface (API) for

step 5 of Figure 6a. Those skilled in the art shall recognize that

the values of all data elements in the Message set

application programming interface (API) can be modified

without affecting the basic concept behind the Virtual

Telephony Data Messaging System in the present invention.

Referring to Figure 6a step 1, reading data and

performing validation is shown. The Operating System the

Virtual Telephony Data Messaging program is running in

will make data available for the program to read. Step 1

depicts a decision block, if the data read by the program

structure matches the structure of data messages

specified in the Message set application programming

interface (API) that data will be moved by the program to

Step 2 to create a Vector Object instance. If the data

read does not match the structure specified in the

Message set application programming interface (API) then

discard the data and wait for the Operating System to

notify the program with new data.

Referring to Figure 6a step 2, Instantiate

object for VECTOR process is shown. Data passed to this

process is used to define the properties of an object

instance. The process reads the data into a structure

that defines what actions the resultant object can

perform. An object instance once created can only perform based upon the attributes it contains. The

VECTOR Object instance, once created is unique and is

maintained by the program as a member of the Object array

step 2a. All data read by the VECTOR Process has a

logical identification number which is mapped to the

VECTOR object array to determine if an instance already

exists. New logical IDs generate VECTOR objects that

perform the functions of writing output data. Data read

for logical IDs that map to VECTOR object instances in

the array generate VECTOR objects that are data

containers only.

Referring to Figure 6a step 3, a VECTOR object

instance has been generated and it has to be validated to

determine what delivery instructions the object contains.

All data is in the form of object instances that contain

origination IDs. The origination ID gives the object

instance a source type attribute of either a CLIENT

application or SERVER application. Each VECTOR object

instance inherits a destination ID in this decision

block. VECTOR object instances containing CLIENT

origination IDs inherit a SERVER destination ID. VECTOR

object instances containing SERVER origination IDs

inherit a CLIENT destination ID. The destination ID inheritance moves the VECTOR object to the delivery

process, step 4.

Referring to Figure 6a step 4, both CLIENT

VECTOR INSTANCE and SERVER VECTOR INSTANCE delivery

process lookup up the VECTOR Object instance in the array

with origination IDs that match the Destination IDs of

the object instances in step 4. The VECTOR object

instance inherits the action attributes of the instance

that writes its data to the specific Destination ID. In

the case that the Destination ID is no longer in the

VECTOR Object array then the appropriate CLIENT or SERVER

is no longer active.

Referring to Figure 6a step 5, both CLIENT

VECTOR INSTANCE and SERVER VECTOR INSTANCE processes

write their data to an input/output process that notifies

the operating system's Input Output layer to take

delivery of the data.

The initiation and termination of the Virtual

Telephony Data Messaging program is a matter of starting

and stopping the process that reads the data from the

operating system input/output layer. The operating

system is responsible for the network layer, which

insures both management and delivery of application data. The method described herein can be implemented

in existing telecommunication systems having a computer

and a PBX/ACD or similar telephone switching device that

is or can be connected to the computer. To do this a

computer program for implementing the method is provided

on a disk or other computer readable medium and loaded

into the computer. The program contains the instructions

for applying vectors to the messages, creating object

instances and otherwise enabling the computer to

communicate with the telephone switching device to

install and utilize the method.

The invention has been described in a preferred

embodiment and complemented with supporting diagrams, but

is not limited thereto. Those skilled in the art will

recognize that a number of additional modifications and

improvements can be made to the invention without

departure from the essential spirit and scope. The scope

of the invention should only be limited by the appended

set of claims.

Claims

I claim :

1. A system for facilitating the transmission

of telephony communications data between a message source

and a plurality of communication stations, comprising:

a. at least one switching system having a

plurality of connection switches coupled with said

message source, and containing a local stored program

control module for monitoring the status of said

connection switches therein;

each of said communication stations being

coupled with at least one of said connection switches;

said connection switches being able to

connect selected ones of said communication stations with

said message source; and

b. a common stored program control module

coupled with said local stored program module in said at

least one switching system;

said common stored program control module

for receiving information regarding said connection

switches from said local stored program module and

providing instructions to a network/service control point

for selectively connecting said message source to at

least one of said communication stations.

2. The system of claim 1 wherein each of said

switching systems is a Private Branch Exchange.

3. The system of claim 2 wherein said Private

Branch Exchange is an Automatic Call Distributor.

4. The system of claim 1 wherein said common

stored program control module resides within a server.

5. The system of claim 1 wherein each of said

communication stations comprises one of a telephone

station and a workstation.

6. The system of claim 5 wherein each said

workstation comprises one of a personal computer and a

server .

7. The system of claim 1 wherein said

information comprises process control data.

8. The system of claim 1 wherein said message

source comprises a public switch.

9. A method for transferring messages in a

telephone system of the type containing a plurality of

communication stations and at least one switch connected

to the communication stations, the at least one switch

containing at least one control program for directing

each received message to a selected communication station

according to content of the message comprising the steps

of:

a. receiving a message having a message

structure from a message source;

b. comparing the message structure to a

predetermined message structure and determining if the

message structure matches the predetermined message

structure;

c . if the message structures do not match

rejecting the message and if the messages structures do

match accepting the message and applying an object

instance to the message;

d. determining the communication station to

which the message is directed;

e. applying a vector to the message;

f. creating at least one object instance for

each communication station the object instance containing

information about the communication station; g. matching the vector applied to the message

with the object instance associated with the

communication station to which the message is directed;

and

h. directing the message to a communication

station in accordance with the information in the object

instance associated with the communication station to

which the message is directed.

10. The method of claim 9 also comprising the

steps of monitoring each communication station and

updating the object instances according to changes in

status of the communication stations.

11. The method of claim 9 wherein each object

instance contains status information about the

associated communication station.

12. The method of claim 9 each object instance

contains a user identification.

13. The method of claim 9 wherein the vector

contains information selected from the group consisting

of Origination ID, Destination ID, Origination User ID, Destination Used ID, Message ID, Message Type, Message

Size and Message Data.

14. The method of claim 9 wherein the message

contains a sender identification also comprising step of

comparing the sender identification to a list of

authorized user identifications and rejecting the message

if the sender identification is not on the list of

authorized user identifications.

15. The method of claim 9 wherein the message

contains data corresponding to a voice communication.

16. A computer readable medium containing a

program for directing messages in a telephone system of

the type containing a plurality of communication stations

and at least one switch connected to the communication

stations, the program containing a predetermined message

structure and receiving a message having a message

structure from a message source and performing the

following steps;

a. comparing the message structure to the

predetermined message structure and determining if the message structure matches the predetermined message

structure;

b. if the message structures do not match

rejecting the message and if the messages structures do

match accepting the message and applying an object

instance to the message;

c. determining the communication station to

which the message is directed;

d. applying a vector to the message;

e. creating at least one object instance for

each communication station, the object instance

containing information about the communication station;

f. matching the vector applied to the message

with the object instance associated with the

communication station to which the message is directed;

and

g. directing the message to a communication

station in accordance with the information in the object

instance associated with the communication station to

which the message is directed.