WO2000046972A2

WO2000046972A2 - Telephone service system

Info

Publication number: WO2000046972A2
Application number: PCT/FI2000/000069
Authority: WO
Inventors: Matti KYLÄ-REKOLA
Original assignee: Helsingin Puhelin Oyj
Priority date: 1999-02-03
Filing date: 2000-02-02
Publication date: 2000-08-10
Also published as: FI990203A0; AU2443900A; FI990203A; WO2000046972A3; EP1155562A2; FI109063B

Abstract

The invention relates to implementing voting services and other corresponding telephone services via a public switched telephone network. The solution according to the invention utilizes the properties of voice automation equipment and a database. The voting service is composed of two parts: the actual voting service part and a management interface. The actual voting service is the part of the service to which the end user calls to give his/her vote. The management interface is the part of the service by which the organizer of the voting service can modify the contents of the voting service, record the prompts of the service, check the voting results and listen to, remove and save voice messages left by end users. The organizer of the voting service can manage the service by means of a conventional telephone, for instance, whereby a voting service can be implemented in a simple fashion and in a short time.

Description

Telephone service system

THE OBJECT OF THE INVENTION

The invention relates to the implementation of voting services and other corresponding telephone services via a public switched telephone network, particularly to a voting service method according to the preamble of Claim 1.

DESCRIPTION OF THE TECHNICAL BACKGROUND

Quizzes, votes, Gallup polls and the like are often arranged via a public telephone network, whereby one telephone number corresponds to the voting option "yes", for instance, and another telephone number corresponds to the voting option "no". The number of calls received in these telephone numbers during the voting time is calculated as the voting result. The voting result has typically been delivered to the organizers of the vote when the voting time has ended.

There are also previously known voting systems in which the voter calls a certain telephone number, and when the voting service has answered, the voter keys in the number corresponding to the voter's selection, whereby the voting service system receives the selection as DTMF (Dual Tone Multi-Frequency) signals.

The prior art solutions entail the drawback that they are implemented with programs which are tailored separately for each vote or competition, which requires a substantial amount of programming work to implement each new vote or the like. For the same reason, modifying the voting service, such as changing the number of options in the vote, has been a procedure which requires a considerable amount of work.

SHORT DESCRIPTION OF THE INVENTION

The objective of the invention to provide a telephone service system, which enables the implementation of a vote or a corresponding service in a very short time and without a great amount of work. It is also an objective of the invention to provide a telephone service system, which enables the modification of a vote or other corresponding service easily, without a great amount of work and time. The objectives are achieved by building a system for implementing a telephone service, the voice messages and alternatives of which can be recorded and modified using a conventional telephone.

The system according to the invention is characterized in what is set forth in the characterizing part of the independent claim concerning the system. A network element according to the invention is characterized in what is set forth in the characterizing part of the independent claim concerning the network element. The subclaims describe other preferred embodiments of the invention.

The solution according to the invention utilizes the properties of voice automation equipment and a database. The voting service is composed of two parts: the actual voting service part and a management interface. The actual voting service is the part of the service to which the end user calls to give his/her vote. The management interface is the part of the service by which the organizer of the voting service can modify the contents of the voting service, record the prompts of the service, check the voting results and listen, remove and save voice messages left by end users. The organizer of the voting service can manage the service by means of a conventional telephone, for instance, whereby a voting service can be implemented in a simple fashion and in a short time.

SHORT DESCRIPTION OF THE FIGURES

In the following, the invention will be described in more detail with reference to the examples of preferred embodiments and the accompanying drawings, in which

Figure 1 shows a system according to a preferred embodiment of the invention,

Figure 2 illustrates the operation of a solution according to a preferred embodiment of the invention,

Figure 3 illustrates the operation of a solution according to another preferred embodiment of the invention, and

Figure 4 illustrates the structure of the property database of a voting service according to a preferred embodiment of the invention,

The same reference numbers and markings are used for corresponding parts in the figures. A DETAILED DESCRIPTION OF PREFERRED EMBODIMENTS OF THE INVENTION

Figure 1 shows a block diagram of a system according to a preferred embodiment of the invention. Figure 1 shows telephone connections 10 of end users, a Public Switched Telephone Network (PSTN) 30, Service Switching Points (SSP) 20, a Service Control Point (SCP) 25, the network element 100 of the voting service and the telephone connection 11 of the organizer of the voting service.

In addition, the system comprises memory devices, such as databases 110, 112 and 114. These memory devices can be implemented in many ways, e.g. as internal databases of the network element 100, or by means of a database server or servers separate from the network element 100. The operations corresponding to these three memory devices can also be implemented by means of only one memory device, such as a database. In this description, the memory devices 110, 112 and 114 are described as separate devices for the sake of clarity only. A person skilled in the art can implement these memory devices in many different ways, and therefore the invention is not limited to any certain way of implementing the memory devices 110, 112 and 114. In this example, the memory device 110 comprises the passwords of different voting services, the memory device 112 comprises the properties of different voting services, and the memory device 114 comprises the results of the voting services.

The operation of the network element 100 is controlled by a processor 101, which operates according to programs saved in the memory device 102.

In the following, the operation of a system according to a preferred embodiment of the invention will be described briefly with reference to Figure 1. When an end user calls the voting service using a telephone 10, the Service Switching Point (SSP) 20 inquires the Service Control Point (SCP) 25 where the call should be connected. The service control point 25 directs the call to the voting service system, or in this example to the network element 100. Based on the telephone number dialled by the caller, the network element 100 retrieves a service identifier corresponding to the telephone number from the memory device 100, such as the identifier database 100. The network element 100 retrieves the properties of the voting service on the basis of the service ID from a memory device 112, such as the property database 112, gives voice messages to the caller in the manner specified by the property information, and lets the caller select from the alternatives specified by the property information. The network element 100 saves the result(s) of the selection in a memory device 114, such as the result database 114.

One voting service system can thus handle many different voting services. In that case, the properties of more than one voting service have been saved in the memory device 112 comprising the properties of the voting services.

The organizer of a voting service can manage the voting service by means of a telephone 11 or a corresponding terminal device of the telephone network. The organizer dials a predetermined number of the telephone network, whereby the call is directed to the network element 100 of the voting service system. The system recognizes from the number dialled by the caller that the caller wants to modify the voting service. Preferably the system requests a password from the caller to prevent unauthorized modification. The organizer can control the voting service system by means of the numerical keys or the like of the telephone 11 and save voice messages of the voting service, change the alternatives available to the voters and, for instance, ask the system to give the voting results. The system saves the modified properties of the voting service in the memory device 112. Some examples of modifying the voting service will be described in more detail later in this specification.

A system according to the invention can also be decentralized, using more than one network element 100. The so-called intelligent network operations of a public switched telephone network can be utilized in this system. When an end user calls the number of the voting service, the Service Switching Point (SSP) 20 inquires the

Service Control Point (SCP) 25 where the call should be connected. The service control point 25 directs the call preferably to the closest or otherwise most suitable voting service network element 100. In an application like this, in which there are more than one voting service network elements 100 to implement a certain voting service, it is advantageous to use one database server, which implements the operations of the memory devices 110, 112 and 114. Then the results received by the voting service network elements 100 are all saved in the same database 114. Then the management of the voting service is also simple, because the property information of one voting service is all in the same place, whereby the management is centralized.

Figure 2 shows the operation of a solution according to a preferred embodiment of the invention in a situation when the end user calls the service and performs the selection or voting. At first, the end user calls 205 the voting service by dialling its number. The telephone network directs the call to the voting service system on the basis of the number. On the basis of the number selected by the end user, number B, the voting service system recognizes 210, which voting service is concerned. The voting service system can perform the recognition e.g. by retrieving a voting service identifier corresponding to the number B from a special database. If a voting service identifier corresponding to the number B is not found, this is an error situation, in which the voting service system can notify the caller that the voting service requested is not in use or, for instance, that the dialled number is not in use. By means of the voting service identifier, the voting service system retrieves 220 information concerning the properties of the voting service from the database. Information concerning properties like this can comprise, for instance, voice messages, such as an initial greeting, a selection prompt, voice messages concerning different alternatives, and a closing message and other information, such as the number of different alternatives and the selection numbers for different alternatives. After receiving the information of the voting service, the voting service system plays the initial greeting 225 of the voting service to the caller. In the next step, the voting service system gives the caller a selection prompt 230, by playing a voice message which tells the caller to select the number of the alternative he/she prefers. After this, the voting service system waits for the caller to select the preferred number, and receives 235 the number selected by the caller. If the caller does not select a number within a certain, predetermined period of time, the voting service system can preferably repeat step 230, in which the selection prompt is given. If the number selected by the caller is incorrect, i.e. it does not correspond to an alternative available for selection, the voting service system returns to step 230 and gives the selection prompt 230 again. If the number selected by the caller is a valid number, the voting service system saves 245 the number selected by the caller in a result database, repeats 250 a closing message to the caller and disconnects the call.

In step 245, the voting service system can save the caller's telephone number in addition to the selected number, in order to prevent the same end user from voting more than once.

In another preferred embodiment of the invention, the end user can also leave a voice message to the organizer of the voting service. In an embodiment like this, the voting service system offers at a suitable point, such as in step 230 of Figure 2, and after step 245, a possibility to leave a voice message. If the user indicates, by selecting a certain number, for instance, that he/she wants to leave a voice message, the voting service system records the caller's voice signal for a certain, predetermined time, or until the caller disconnects the call.

Figure 3 shows the operation of a solution according to a preferred embodiment of the invention in a situation where the organizer of the service modifies the service by means of the management interface. At first, the organizer of the service calls 305 the voting service system. On the basis of the number selected by the caller, the number B, the system recognizes 310 that the caller wants to modify the service. The voting service system requests 315 for a password from the caller by playing, for instance, a suitable voice message to the caller and by receiving a number combination keyed in by the caller. In the next step, the voting service system retrieves 320 the correct password from the password database on the basis of the number B selected by the caller, and compares it 325 to the password keyed in by the caller. If the password keyed in by the caller is incorrect, the system disconnects 330 the call. If the password keyed in by the caller is correct, the system retrieves 335 the identifier of the service requested. By means of the management interface ID, the system retrieves 340 the information of the management interface. The information of the management interface preferably comprise the voice messages related to the management interface, the voice messages of the alternatives for the modification of the service, and the information of the service to be managed. In the next step, the service system gives a selection prompt 345, the voice message of which preferably lists the alternatives that can be selected. Alternatives like this can include, for instance, checking the voting result, saving the voice messages of the voting service, listening to the voice messages left to the voting service, changing the alternatives of the voting service, resetting the voting result, drawing of a voice message to be listened, and ending the procedure. The system waits for the caller to make a selection, and receives 350 the selection of the caller. In the next step, the system checks 355, which alternative was selected. If the selected alternative was ending, the performance of the method ends. In that case, the system can give a separate closing message, if a message like this has been specified in the information of the management interface. If the selected alternative was other than the ending alternative, the service system implements 360 the selected alternative and returns to step 345.

The implementation step 360 of the selected alternative can comprise many substeps according to the selected operation. These will be described in more detail in the following. If the caller selected checking the voting result, the voting service system retrieves the voting results from the result database, and in a preferred embodiment of the invention plays the results to the caller. In another preferred embodiment, the system sends the results as a text message to the mobile phone of the caller, after requesting the number of the mobile phone.

If the caller selected the management of the voice messages of the voting service, the system requests the voice message identifier from the caller. The caller can then key in the identifier of the selected voice message, after which the system records the speech of the caller for a certain period of time or until the caller depresses a certain key of the telephone, and replaces the selected voice message by the voice message just recorded. The caller can give a command to repeat a certain voice message or all voice messages by keying in a predetermined number, character or character combination.

If the caller selected listening to the messages, the system gives the caller an opportunity to listen to voice messages left by voters. This can preferably be implemented in a manner known from automatic telephone answering systems.

If the caller selected the modification of the alternatives of the voting service, the system gives the caller an opportunity to change the voting alternatives. This can take place e.g. so that the system requests the preferred number of voting alternatives, after which the system asks for a voice message concerning each alternative. Modification of the voting alternatives can also take place so that the user can notify that a certain alternative is removed, or that one or more alternatives is added to the alternatives. If alternatives are added, the system records a voice message corresponding to each alternative to be added.

If the caller selected resetting the voting result, the voting service system removes the results concerning this voting service from the result database.

Many other operations than those described above can be easily implemented by means of a voting service system. As an example of this can be mentioned drawing lots for the voice message to be listened to, in which the voting service system draws lots to select one of the voice messages left by the voters to be repeated to the caller managing the voting service. A function like this can be used, for instance, to implement lotteries, whereby the voters are asked to leave their address information as a voice message, and the prize for the lottery will be sent to the address given in the voice message selected by the lottery function. The authentication of the caller modifying the voting service and the retrieval of the information of the voting service to be modified can also be implemented in other ways than was described in steps 310 to 340 above. In a preferred embodiment of the invention, one telephone number is used for the management of all voting services. Then the voting service system asks the caller the identifier of the voting service wanted, retrieves the correct password on the basis of the identifier given by the caller, requests a password from the caller, compares the password given by the caller to the correct password, and if the password was given correctly, the system retrieves the information of the management interface on the basis of the voting service identifier.

In a preferred embodiment of the invention, the voting service system can implement many different voting services, which have different structures. Firstly, the number of alternatives available for selection can vary. In addition, in some services it is possible to provide the end user with a possibility to leave a message to the organizer of a vote or a corresponding service, and in some services this function can be omitted. In addition, the end users can be given more than one situations in which they should make a selection, for instance a vote concerning two or more separate subjects. Thus the structure of the voting service can vary between different voting services. The administrator of a voting service system can preferably specify the service structures in use, such as

a) initial greeting, selection prompt, selection, closing message, or

b) initial greeting, selection prompt, selection, prompt for leaving a message, leaving a message, closing message, or

c) initial greeting, selection prompt, selection, another selection prompt, another selection, closing message.

These alternatives a)-c) are only examples, and other kinds of structures can also be implemented in different embodiments of the invention. The organizers of a voting service can preferably themselves select the structure used in their voting service, and save a collection of voice messages corresponding to the structure in the database 112 of the voting service system.

Figure 4 illustrates the structure of the records of the property database 112 of a voting service according to a preferred embodiment of the invention, A property database can thus comprise the information according to Figure 4 for each voting service. In this example, a record corresponding to a voting service has the service identifier 405, on the basis of which the information of the record can be retrieved from the property database 112. In addition, according to this example, the record includes a field 410 called Service structure, which notifies which of the predetermined service structures is used in this voting service. The record also comprises a field 415, which contains the voice message of the initial greeting, a field 420, which notifies the number of the alternatives available for voting, for each alternative for voting a field 425A, 425B, ..., 425n comprising a voice message concerning the alternative, and the identifier of each alternative 430 A, 430B, ..., 430n. According to the example of Figure 4, the record also includes a voice message field 435 comprising a prompt to leave a message, and a voice message field 440 comprising the closing message.

In different embodiments of the invention, the property information of different voting services can differ from what is shown in the example of Figure 4. For instance, if a certain voting service system only implements voting services with a certain structure, the Service structure field 410 is not needed. It is clear that the information to be saved can be different for different voting services according to the structure and the number of selections of the voting service.

The solution according to the invention is not limited to implementing voting services only, but the solution according to the invention is also suitable for implementing other kinds of services, in which the end users are allowed to make selections by telephone. Services like this can be, for instance, various competitions, Gallup polls and services for collecting customer feedback. Because of this, in this specification and especially in the attached claims the system according to the invention is called a telephone service system, and services produced with this system are called telephone services.

A telephone service system according to a preferred embodiment of the invention comprises

- at least one memory device (112, 114) for saving the properties of the telephone services and for saving the result information of the telephone services, - means (101) for serving a caller who calls a telephone service according to the properties of the telephone service saved in said memory device (112),

- means (101) for modifying the properties of the telephone services saved in said memory device.

In a telephone service system like this, said means (101) for modifying the properties of the telephone services saved in the memory device (112) are arranged to be controlled by DTMF signals. Preferably a telephone service system like this also comprises means for checking the telephone number dialled by the caller. A telephone service system like this is preferably also arranged to serve the caller according to the telephone service properties saved in said memory device, if the number dialled by the caller corresponds to the telephone number of the telephone service. A telephone service system like this is preferably also arranged to serve the caller for modifying the properties of the telephone service, if the number dialled by the caller is a number for management of the telephone service, i.e. a number authorizing the caller to manage the telephone service.

In a preferred embodiment of the invention, the telephone service system according to the invention is implemented by means of a network element (100). The network element according to this embodiment comprises

- means (101) for serving a caller who calls the telephone service according to the properties of the telephone service, - means (101) for modifying said properties, which means for modifying said properties are arranged to be controlled by DTMF signals. A network element can also comprise at least one memory device (112) for saving the properties of at least one telephone service. In addition, the network element preferably comprises means (101) for checking the telephone number selected by the caller. The network element is preferably also arranged to serve the caller according to the telephone service properties saved in said memory device, if the number dialled by the caller corresponds to the telephone number of the telephone service. The network element is preferably also arranged to serve the caller for modifying the properties of the telephone service, if the number dialled by the caller is a number for management of the telephone service, i.e. a number authorizing the caller to manage the telephone service.

The administrator of the voting service system preferably specifies the structures of the voting services available and the telephone numbers corresponding to different voting services, the voting service identifiers and the telephone numbers used for the management of the voting services. The voting service identifier can preferably be, for instance, the telephone number by which the end users calling the voting service reach the voting service.

The end users and organizers of voting services can use the voting service system with various terminal equipment 10, 11, such as a telephone 10, 11 producing Dual Tone Multi-Frequency (DTMF) signals, a telephone 10, 11 producing pulse dialling signals, a mobile phone 10, 11 or e.g. an ISDN telephone 10, 11. The invention is not limited to the use of any particular terminal device 10, but a voting service system according to the invention can preferably be designed to be controlled by all terminal devices utilizing a public switched telephone network.

The solution according to the invention enables the implementation of a voting service in a short time and with a small amount of work. The solution according to the invention also enables the modification of the voting service easily and with a small amount of work. Thus the solution according to the invention considerably simplifies the implementation of various competitions, votes, Gallup polls, collection systems for customer feedback and the like. A solution according to the invention also enables easy implementation of many different, separate voting services or other corresponding services with the same system. The solution according to the invention enables taking the voting services into use without the support of technical personnel specialized in this, because adding a new voting service to the system according to the invention or modifying the existent voting service or studying the situation can be done with a conventional telephone.

The invention was described above with reference to some of its preferred embodiments, but obviously the invention can be modified in many ways according to the inventive idea defined by the attached claims.

Claims

1. A telephone service system, characterized in that it comprises

- at least one memory device (112, 114) for saving the properties of the telephone services and for saving the result information of the telephone services, - means (101) for serving a caller who calls a telephone service according to the properties of the telephone service saved in said memory device (112), and - means (101) for modifying the properties of the telephone services saved in said memory device.

2. A telephone service system according to Claim 1, characterized in that said means (101) for modifying the properties of the telephone services saved in the memory device (112) are arranged to be controlled by DTMF signals.

3. A telephone service system according to Claim 1, characterized in that it comprises means for checking the telephone number dialled by the caller.

4. A telephone service system according to Claim 3, characterized in that it is arranged to serve the caller according to the telephone service properties saved in said memory device, if the number dialled by the caller corresponds to the telephone number of the telephone service.

5. A telephone service system according to Claim 1, characterized in that it is arranged to serve the caller for modifying the properties of the telephone service, if the number dialled by the caller is a number for management of the telephone service.

6. A network element, characterized in that it comprises

- means (101) for serving a caller who calls the telephone service according to the properties of the telephone service, and - means (101) for modifying said properties, which means for modifying said properties are arranged to be controlled by DTMF signals.

7. A network element according to Claim 6, characterized in that it also comprises at least one memory device (112) for saving the properties of at least one telephone service.

8. A network element according to Claim 7, characterized in that it also comprises means (101) for checking the telephone number dialled by the caller.

9. A network element according to Claim 7, characterized in that it is arranged to serve the caller according to the telephone service properties saved in said memory device, if the number dialled by the caller corresponds to the telephone number of the telephone service.

10. A network element according to Claim 7, characterized in that it is arranged to serve the caller for modifying the properties of the telephone service, if the number dialled by the caller is a number for management of the telephone service.