WO2001039521A1 - Realisation de fonctions et de caracteristiques de puissance supplementaires d'un systeme de distribution d'appels - Google Patents

Realisation de fonctions et de caracteristiques de puissance supplementaires d'un systeme de distribution d'appels Download PDF

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Publication number
WO2001039521A1
WO2001039521A1 PCT/DE2000/004071 DE0004071W WO0139521A1 WO 2001039521 A1 WO2001039521 A1 WO 2001039521A1 DE 0004071 W DE0004071 W DE 0004071W WO 0139521 A1 WO0139521 A1 WO 0139521A1
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Prior art keywords
group
subscriber
assigned
nwcd
switching device
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PCT/DE2000/004071
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German (de)
English (en)
Inventor
Jürgen LANTERMANN
Thomas Grewing
Frank Erfurt
Norbert Baumert
Rainer Supplie
Original Assignee
Siemens Aktiengesellschaft
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Application filed by Siemens Aktiengesellschaft filed Critical Siemens Aktiengesellschaft
Priority to EP00988627A priority Critical patent/EP1230810A1/fr
Priority to BR0015709-0A priority patent/BR0015709A/pt
Priority to JP2001540541A priority patent/JP2003515994A/ja
Publication of WO2001039521A1 publication Critical patent/WO2001039521A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/0016—Arrangements providing connection between exchanges
    • 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
    • H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
    • 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
    • H04M3/46—Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
    • H04M3/465—Arrangements for simultaneously calling a number of substations until an answer is obtained
    • 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
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/64—Distributing or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2044—Group features, e.g. closed user group
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2207/00—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place
    • H04M2207/08—ISDN systems
    • 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
    • H04M3/4228—Systems providing special services or facilities to subscribers in networks
    • H04M3/42297—Systems providing special services or facilities to subscribers in networks with number portability
    • 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
    • H04M3/5125—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with remote located operators
    • 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
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/06—Arrangements for interconnection between switching centres using auxiliary connections for control or supervision, e.g. where the auxiliary connection is a signalling system number 7 link
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13072—Sequence circuits for call signaling, ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13097—Numbering, addressing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13102—Common translator
    • 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
    • H04Q2213/13104—Central control, computer control
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13107—Control equipment for a part of the connection, distributed control, co-processing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13176—Common channel signaling, CCS7
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13209—ISDN
    • 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
    • H04Q2213/13222—PBX circuits in public exchange, centrex
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/1328—Call transfer, e.g. in PBX
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13282—Call forward, follow-me, call diversion
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13288—Closed user groups, CUG
    • 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

Definitions

  • Network-wide means here, for example, regional but also country-wide or cross-border, such as for PAN-European network operators.
  • CDS Call Distribution System
  • Job profiles - also referred to as "skills" - which represent operators, agents as well as staggered or short-term distribution of tasks.
  • these call distribution systems include the inclusion of announcement machines - e.g. for automatic greeting or for fee announcements - and from store-and-forward machines - e.g. for automatic connection after a caller ID - supported.
  • external databases can be integrated into the Call Distribution System or CDS via the Support Application Server (SAS), for example, to deliver a call to a call agent or the operator based on the call number of the caller immediately the relevant customer data records to the corresponding communication terminal or terminal - also as MSB (Multifunctional Switchboard) or MAC
  • Multifunctional Attendant Console Multifunctional Attendant Console
  • the used in the context of call distribution systems Operator stations for operators, attendance or agents are relatively complex and therefore relatively expensive.
  • These Basic Agents should be organized together with the MSB / MAC workstations in one and the same task group, and be able to share the work according to the predefined distribution mechanisms.
  • the so-called basic agents in the form of home agents will generally be connected to other switching centers, possibly also to switching centers from different manufacturers.
  • the MSB / MAC operator stations must always be connected to a specific control switching device - for example EWSD from Siemens AG - possibly via a remote, peripheral switching device - for example via a remote DLU from Siemens AG.
  • a specific control switching device for example EWSD from Siemens AG - possibly via a remote, peripheral switching device - for example via a remote DLU from Siemens AG.
  • Communication networks is the switching device through which the remote DLU is controlled and at the same time the switching center in which the call distribution system is arranged.
  • the signaling for setting up and clearing down 64 kbit user channel connections for controlling ISDN services takes place on the basis of ITU-T signaling system no. 7 - also known as SS NR.7.
  • the actual task of signaling procedure No. 7 is the exchange of signaling messages within the communication networks.
  • the signaling messages are exchanged by the user parts - also referred to as user parts - within the reference model.
  • the TUP was ignaltechnischs vide as the first application in the S Nr. 7 implemented.
  • the ISUP was defined on the basis of the TUP for the general definition of the ISDN and for the determination of the signaling within the ISDN.
  • the main tasks of the ISUP are:
  • the ISDN user part directly uses the message transfer part - MTP - and the control part for signaling connections - SCCP, layer 4 -, so the ISUP itself is to be classified in layers 4 to 7 in the OSI reference model.
  • the ISDN user part controls both the segmental signaling to achieve the destination and the end-to-end signaling relationship between the origin and destination exchange. With the aid of the segmental signaling, the path for the useful channel connection and the signaling connection is sought and, according to appropriate commands, set up.
  • the MTP is used for this.
  • For the user channel connection all switching centers involved must be informed of, for example, the switching of the user channel, while only the originating and the line switching point exchange signaling information for the control of the service features.
  • the ISUP uses the services of the SCCP.
  • the actual signaling information is exchanged in the ISDN user part. All underlying layers ensure that this information is transmitted securely and the a d interested user part.
  • the end-to-end signaling of the SCCP is used based on a TCAP dialog.
  • the Transaction Capabilities Application Part - TCAP - has been introduced in signaling procedure no. 7 for more complex applications within communication networks such as, for example, to support database queries for services of the intelligent network - also known as IN - or for mobile radio applications.
  • the initiator of the connection dials an IN number (0130 or 0800), which determines a target number by calling the intelligent network depending on the customer parameters.
  • IN an IN number
  • To determine the valid destination number only signaling messages need to be exchanged, the user channel is not switched to the IN.
  • This service call is a typical TCAP application, for example.
  • Message exchange opens a transaction relationship and the transaction identifier - also referred to as a transaction ID - in both communication devices of the two signaling nodes involved to identify this relationship.
  • the individual information is transmitted with CONTINUE messages in the structured dialog.
  • the BEGIN message contains the transaction identifier of the initiator, the CONTINUE messages contain, depending on the direction of transmission, the identifier of the initiator or that of the communication partner as the origin identifier and the identifier of the communication partner as the destination identifier.
  • the structured dialog is used, for example, for database queries such as in Mobile networks or used in the IN, all exchanged messages can be identified by the transaction identifier as belonging to this activity.
  • An intelligent network or IN is a concept comparable to an architecture for introducing complex services into existing telecommunication networks, the architecture describing the structure of a concrete IN implementation.
  • the architecture is designed to serve as a unified basis for a variety of different
  • the architecture of intelligent networks is a supplement to the conventional telecommunication networks, on which the actual services are based.
  • three (physical) levels were defined, to which the various components and functions of the conceptual model of an intelligent network are assigned.
  • the platform implemented by the architecture of IN not only includes hardware components, but also a software platform on which very specific services can be developed by the IN operators using suitable tools and loaded into the hardware components.
  • the hardware of intelligent networks mainly consists of switching centers of the telephone network - also referred to as SSP or "service switching point" - which recognize the actual call of an IN service and to a corresponding SCP - also as a "service control point" designated - direct.
  • SSP switching center of the telephone network
  • service switching point a very powerful computer with a large, complex database, through which many requests are processed in a short time.
  • a further level is required for the operation of the services, which is also referred to as an SMP or "service management point".
  • Service customers can use the SMPs to dial into the intelligent network and change or adapt their respective setting data or parameters for the respective service.
  • a service switching point that realizes service switching functions recognizes IN calls and forwards the requests to the corresponding SCP.
  • the SCP is a digital switching center with special control programs (e.g. all remote switching centers at a certain level).
  • the call of an IN function is linked in the control of the exchange by means of predefined triggers. Not only can certain call numbers represent a so-called trigger point - also referred to as a trigger detection point - certain states of the connection - eg meeting a busy subscriber, subscriber does not answer, among other things - can also have IN trigger points be coupled. In the simplest case, only picking up a phone can trigger an IN trigger without further selection. Further actions - eg dialing the number - can already be evaluated by IN.
  • the communication of several SSPs with one SCP takes place via No. 7 messages, for example via TCAP or INAP dialog.
  • An SCP is formed by one or more computer systems through which the IN services are recognized and controlled accordingly.
  • An SCP leads e.g. the traffic routing information to the corresponding SSP and determines the charges for using the corresponding ISDN services.
  • Service management point or SSP the IN services of the SCP are set up, changed, managed and monitored, whereby all the parameters - e.g. Telephone numbers, time dependency etc. - via which SMP can be set and changed.
  • the described IN elements - SSP, SCP, SMP - essentially control connections within a Communication network influenced.
  • signaling method No. 7 the signaling of the connections to the SCP to be switched within the communication network is redirected, but not the user channels. Due to the control functions implemented by the IN, the user channels are switched within the telecommunications network. However, the inclusion of the user channels is also required for certain services. If, for example, subscriber queries have to be carried out, certain announcements controlled by the IN system must be activated and, if necessary, responses to a predefined possible selection or identification of the subscriber must be recorded. The answers of the user are often given in the form of DTMF signals, which are also sent in the user channel.
  • Special facilities within the IN architecture are provided for these special tasks, which have the user channels on the one hand and signaling connections to IN on the other.
  • Such special devices are referred to as intelligent peripherals or IPs. These do not have to be limited to playing predefined announcements or recording DTMF signals. In the future, such systems can also be expanded to include speech recognition systems or data-oriented systems.
  • the combination of various IN functions, in particular the functions of SCP and SSP, is also referred to as a service node or SN.
  • the object of the invention is to improve the provision of performance features which implement the function of a private branch exchange and in particular the functions and performance features of a call distribution system or call center.
  • the object is achieved on the basis of a method and a communication arrangement according to the preamble of claims 1 and 31 by their characterizing features.
  • subscriber connections having configured subscriber performance features are physically assigned to a plurality of interconnected switching devices.
  • the essential aspect of the method according to the invention is that at least some of the subscriber lines are assigned to at least one group by at least two switching devices.
  • the one group are at least features and / or characteristics of a call center can be assigned, wherein the group of associated features and / or self- ⁇ properties are controlled by the switching equipment.
  • the subscriber connections not physically assigned to this switching device are assigned to the group as virtual subscriber connections, at least some of the functions and features of the call center being controlled by the switching device controlling the group.
  • the main advantage of the method according to the invention is that individually configured subscriber connections that are already installed in a number of switching devices can be expanded in a simple and economical manner by additional functions, ie by functions of a call center, the subscriber performance features already implemented being still available.
  • new attractive performance features and properties can be made available to the connected subscribers or communication terminal devices in a cost-effective manner, for example by updating the control software of the switching devices without having to purchase additional hardware components.
  • existing subscriber lines can be customized with additional, for example private branch exchange-compliant, services while maintaining the already configured subscriber line features.
  • all communication relationships to be set up from and to the subscriber connections assigned to the group or from and to the communication terminal devices connected to it are conducted via the switching device controlling the group or via a control switching device.
  • This is also known as "call channeling”.
  • the "call channeling” enables the respective current switching and operational status of the individual subscriber lines or communication terminals to be detected by the switching device controlling the group - also referred to as "busy / idle handling".
  • the switching technology information recorded in this way is stored in corresponding data records in the switching device controlling the group.
  • the switching devices are administered in such a way that the current switching-technical and operational states of the subscriber connections that are not physically assigned to the group controlling switching device are transmitted to the switching device controlling the group, or any change in the switching-technical and operating technical status of the physical the subscriber lines assigned to the group controlling the switching device are not transmitted to the switching device controlling the group.
  • the respective current switching and operational status is physically assigned to it
  • Subscriber connections and the virtual subscriber connections are detected. Depending on the operational and switching statuses recorded in each case, the assigned to the subscriber lines, Group-specific performance features and / or properties controlled - claim 4.
  • At least one group-specific queue is assigned to the group.
  • the communication relationship is placed in the at least one queue.
  • the communication relationship is released from the queue and forwarded to the free subscriber line - claim 13. This advantageous further development prevents the rejection of a communication link for the busy case.
  • a subscriber line provides at least one user data channel that can be conveyed as part of the search process for the transmission of information - claim 15 - in the case of a subscriber line having a plurality of user data channels, the number of user data channels that can be conveyed in the search process for the subscriber line
  • FIG 2 is a part of the process of the invention ⁇ ized call channeling for sen from therapeuticanschlüs- outgoing communication sessions over the rea
  • FIG. 3 shows a first implementation variant of the call channeling of communication relationships to be switched in the direction of subscriber connections by means of modification of the subscriber numbers and by means of administrative
  • FIG. 4 shows a second implementation variant of the call channeling of communication relationships to be switched in the direction of external subscriber connections by means of modification of the subscriber call numbers and utilization of the switching performance feature "number portability" or “number portability”
  • FIG. 5 shows a third implementation variant of the call channel - Establishment of communication relationships to be mediated in the direction of external subscriber connections by means of the "automatic call diversion" feature of the external subscriber connections to the control switching device.
  • 6 shows an alternative implementation variant of the method according to the invention, in which the current busy states of the external subscriber connections are transmitted to the control switching device instead of the call channeling
  • FIG. 7 shows an embodiment variant of the method according to the invention for implementing a network-wide call center
  • the first communication terminal KE1 is designed as an ISDN-compliant communication terminal, for example an ISDN telephone or personal computer with an integrated ISDN card.
  • the first communication terminal KE1 is connected to the second switching device LE2 via the first subscriber line TAl, which is designed as an ISDN basic line.
  • a first subscriber number DN1 is assigned to the first communication terminal KE1, by means of which the first communication terminal KE1 is uniquely addressed within the communication network KN.
  • the second communication terminal KE2 is also designed as an ISDN-compliant communication terminal and is connected to the first switching device LEI via the second subscriber line TA2, which is configured as an ISDN base line.
  • the second communication terminal KE2 is assigned a second subscriber number DN2.
  • the third communication terminal KE3 is designed as an analog telephone terminal and is connected to the second switching device LE2 via the analog connection line AL and via the analog subscriber terminal TA3.
  • a third subscriber number DN3 is assigned to the third communication terminal KE3.
  • the fourth communication terminal KE4 is designed as a mobile, wireless communication terminal or cell phone and is connected to the third switching device LE3 via a wireless transmission channel and via a fourth subscriber connection TA4 designed as a mobile radio subscriber connection.
  • P- P- ⁇ ⁇ do P d ⁇ o P ⁇ ⁇ ⁇ PP tu P- m P ⁇ er C ⁇ ⁇ P- d ⁇ P- er P- P- ⁇ P- ⁇ ⁇ P- rt cn g P P- tr Hi ⁇ C ⁇ tr P C ⁇ rt ⁇ ⁇ y ⁇ Q tr ⁇ ⁇ rt OPPP ⁇ P o P- ⁇
  • the combination according to the invention of the communication terminals KE1 ... 6 connected to different switching devices LE1 ... 3 or the combination of the subscriber connections TA1 ... 6 assigned to different physical switching devices LE1 ... 3 takes place in several steps.
  • differently configured subscriber lines TA1 ... 6, i.e. ISDN basic connections, ISDN primary multiplex connections and subscriber connections implementing an xDSL transmission method are assigned to a higher-level group NWCD.
  • the subscriber lines TAl ... 6 to be combined into a group NWCD can already have subscriber line-specific performance features. Examples of subscriber line-specific features are the ISDN supplementary service "Multiple Subscriber Number MSN" or the comparable analog features "Primary DN" and "Secondary DN".
  • other features such as secret number or ring tone can be used depending on the subscriber number selected.
  • the individual subscriber line features can be configured individually for the various types of information to be transmitted - for example voice, fax, data - e.g. regarding redirection maps and redirection targets.
  • a first step it is determined which of the switching devices LE1 ... 3 is used to manage or control the group NWCD to be formed.
  • the group NWCD to be formed is to be controlled by the first switching device LEI.
  • the first agency controlling the NWCD group averaging device also referred to as a control switching device LEI.
  • the group may also NWCD by another in the communication network KN arranged Vermitt ⁇ averaging means - not shown - be controlled.
  • an organizational unit OGRP representing the group NWCD is set up and stored in the database DB of the first switching center LEI.
  • the assigned group-specific service number SDN and the information representing the selected search method are stored. Further group-specific information can be stored in the organizational unit OGRP, by means of which further group-specific properties to be assigned to the group NWCD are determined or defined.
  • the subscriber connections to be assigned to the group NWCD, which are not physically arranged in the control switching device LEI - here TAl, TA3, TA6, TA4 - are assigned as virtual subscriber connections by administration of the control switching device LEI.
  • addressing information TR1.2 is provided in the database DB of the control switching device LEI, by means of which in each case a communication relationship from the control switching device LEI to the respective physically not in the control switching device LEI arranged subscriber connections TAl, 3, 4, 6 can be set up.
  • the subscriber connections that are not physically assigned to the control switching device are described
  • TAl, 3, 4, 6 also referred to as external subscriber lines. Additional management or addressing information is provided in the database DB of the control switching device LEI for the virtual subscriber connections TAl, TA3, TA6, TA4 - for example the subscriber numbers DN1, DN3, DN6, DN4 assigned to the external subscriber connections TAl, 3, 4, 6 for an A-side access authorization test or for a B-side call delivery.
  • the virtual subscriber connections TAl, TA3, TA6, TA4 to be assigned to the group NWCD and the physical ones
  • the subscriber lines TA2, TA5 assigned to the control switching device LEI are linked to the organizational unit OGRP.
  • the corresponding subscriber lines TA2.5 or the corresponding virtual subscriber lines TAl, 3, 4, 6 representing information are stored in the organizational unit OGRP.
  • the subscriber numbers DN1 ... 6 assigned to the respective subscriber connections TAl ... 6 are stored in the organizational unit OGRP, with the assignment of the addressing information TR1,3 and the corresponding ones for the virtual subscriber connections TAl, 3, 4, 6 Subscriber numbers DN1,3,4,6 is assigned.
  • each subscriber line TA1 ... 6 is both via the respective
  • the subscriber number DN2 assigned to the second subscriber line TA2 is stored in the second data record DS2. Furthermore, one is the second in the second data record DS2
  • Subscriber connection TA2 is stored as real information, ie information "real” that characterizes the subscriber connection that is physically assigned to the control switching device, and information "ba" representing an ISDN basic access connection.
  • the remaining entries in data records DS3-DS6 shown in FIG. 1 are self-explanatory.
  • the third subscriber line TA3 is thus identified as a virtual, analog subscriber line, which is connected to the control switching device LEI via the first intermediate line TR1.
  • the fourth subscriber line TA4 is identified as a virtual, mobile radio-compliant subscriber line, which is connected to the line via the second inter-office line TR2. o co KJ r
  • FIG. 2 shows the call channeling for communication relationships originating from external subscriber connections TAl, 3,, 6.
  • FIG. 2 shows an example of the establishment of a communication relationship initiated by the third communication terminal KE3.
  • Special access codes PREFIX or "ACCESS codes” - also referred to as "prefix” - are set up in switching devices - here LE2 and LE3 - with external subscriber connections TAl, 3, 4, 6 arranged therein and assigned to the group NWCD.
  • This "ACCESS code” is preceded by a communication relationship initiated by an external subscriber line TAl, 3, 4, 6 of the NWCD group - here TA3 - of the destination number - here B-DN - of the desired B subscriber - here PREFIX + B-DN.
  • an "ACCESS code” is comparable to the "carrier access codes” with which e.g. alternative network operators can be selected in current deregulated communication networks. This process is also referred to as the "call-by-call process”.
  • the "call-by-call process” is supported by all switching devices used in current, deregulated communication networks. In order to avoid manual entry of the "ACCESS code”, another function “preselection” known in current deregulated communication networks can be used. At the
  • the corresponding data record - here DS3 - in the organizational unit OGRP is determined in the database DB of the control switching device LEI and the respective subscriber line TA3 is identified as a virtual subscriber line - illustrated by a second arrow.
  • the communication relationship is then forwarded to the destination number B-DN or to the communication network KN - illustrated by a third arrow.
  • 3 shows a first implementation variant of the call channeling of communication relationships to be switched in the direction of external subscriber connections TAl, 3, 4, 6 by means of modification of the subscriber numbers and by means of administrative adaptation of the routing within the communication network KN.
  • the subscriber numbers DN1, DN3, DN6, DN4 of the external subscriber connections TAl, TA3, TA6, TA4 arranged in the second and third switching centers LE2, LE3 and the subscriber numbers DN1, DN3, DN6, DN4 of the communication terminals KE1,3,4 connected to them , 6 are administratively modified in such a way that they can no longer be selected directly, ie from the communication network KN, but can still be used for routing or for switching between the switching devices LE2, LE3 and the control switching device LEI.
  • the modified subscriber numbers - also referred to as virtual subscriber numbers, here DNln, DN3n, DN4n, DN6n - are derived, for example, from the original subscriber numbers DNl, 3, 4, 6 using a simple algorithm and in the databases DB of the switching devices LE1 ... 3 saved.
  • the original subscriber numbers DN1, DN3, DN6, DN4 of the external subscriber lines TAl, TA3, TA6, TA4 are assigned to the corresponding virtual subscriber line in the control switching device LEI or stored in the corresponding data set DS1, DS3, DS6, DS4 of the organizational unit OGRP and the corresponding virtual subscriber number DN1, DN3n, DN4n, DN5n assigned.
  • the routing tables arranged in the communication network KN - not shown - are adapted so that a choice of the subscriber numbers originally assigned to an external subscriber line TAl, 3, 4, 6 - here DN3 - leads to a connection to the control switching device LEI - illustrated by a first arrow.
  • DN3n After checking the current switching status of the virtual subscriber connection assigned to the selected subscriber line TA3 by evaluating the corresponding switching technology information bi in the corresponding data set - here DS3 - when a free subscriber line TA3 is found using the addressing information or virtual subscriber number TR1 stored in the data set DS3, DN3n forwards the desired communication relationship from the control switching device LEI via the first inter-office line TAl to the third subscriber line TA3 - illustrated by a second arrow.
  • the subscriber numbers DN1, DN3, DN6, DN4 become those in the second and third Switching device LE2, LE3 arranged external subscriber lines Valley, TA3, TA6, TA4 modified by administration so that they are no longer directly, ie from the communica ⁇ tion network KN, can be selected but not for routing b zw.
  • the switching devices LE2, LE3 and the control switching device LEI can be used.
  • the subscriber numbers DN1, DN3, DN4, DN6 originally assigned to the external subscriber connections TAl, TA3, TA4, TA6 are identified as "ported", with a corresponding information representing the porting - here "LP" - in the database DB of the second and third Switching device LE2, LE3 is stored.
  • a further porting subscriber number DNlp, DN3p, DN4p, DN6p is assigned to the subscriber connections TAl, TA3, TA4, TA6 which are marked as ported and which are located both in the higher-level communication network KN and in the corresponding data records DS1, 3, 4, 6 of the organizational unit OGRP can be saved.
  • the communication relationship is first communicated to the corresponding second switching device LE2 having the selected subscriber connection - here TA3 - is illustrated by a first arrow.
  • the communication relationship is switched back from the second switching device LE2 into the communication network KN, additional information - here, for example, "CV # 25: LP" - to functions of a "arranged in the communication network KN" Intelligent network "implementing components - such as SCP, Service Control Point - are transmitted.
  • the additional porting subscriber number - here DN3p - assigned to the original subscriber number DN3 is determined by a third arrow, by means of which the communication relationship is forwarded to the control switching device LEI.
  • control switching facility LEI is the selected porting subscriber number DN3p in the O rganisationsech OGRP as a member of the group NWCD fied identical ⁇ and after a review of the current vermitt ⁇ lung technical and operational state of the corresponding subscriber terminal TA3 the communication ⁇ relationship with the aid of data stored in the corresponding record DS3 Addressing information or virtual subscriber number trkl, DN3n forwarded to the third subscriber line TA3 via the first intermediate line TR1 - illustrated by a fourth arrow.
  • TAl 3, 4, 6 communication relationships to be mediated by means of "automatic call diversion" from external subscriber connections TAl, TA3, TA4, TA6 to the control switching device LEI.
  • the subscriber numbers DN1, DN3, DN6, DN4 become the second and third switching device LE2, LE3 arranged external subscriber connections TAl, TA3, TA6, TA4 modified by administration in such a way that they can no longer be selected directly, ie from the communication network KN, but still for routing or for switching between the switching devices LE2, LE3 and the control switching device LEI can be used.
  • an unconditional call diversion to the control switching device LEI is set up for the subscriber numbers DN1, DN3, DN6, DN4 originally assigned to the subscriber connections TAl, TA3, TA4, TA6 and corresponding information - here ECCF - in the databases DB of the second and third ver - Averaging device LE2.3 saved. This is done, for example, by assigning corresponding routing information - here DNlf, DN3f, DN4f, DN6f - to the respective one co co r ro PP
  • the following configuration is set up for the communication relationships going out from the external subscriber connections TAl, TA3, TA4, T A 6 of the NWCD group:
  • trigger detection points TDP1 are set up on the respective subscriber connections TAl, TA3, TA4, TA6 or subscriber lines.
  • the control parameters associated with these trigger detection points TDPl are set so that a program sequence is activated via the trigger detection point TDPl each time a connection is initiated by these external participants - for example by picking up the handset (off-hook trigger) who opens a TCAP transaction with the control switching facility LEI.
  • the call number of the respective external subscriber TAl, TA3, TA4, TA6 of the group NwHG is transferred to the control switching device LEI in order to indicate that the respective subscriber TAl, TA3, TA4, TA6 is busy.
  • the control switching device LEI responds to this with a response TC_Continue, in which the follow-up actions which are possible as a result - also referred to as Event Detection Points EDPs - as part of the reissue - also go as "on-hook” by means of an inserted IN message "Request Report BCSM""designated - configured or armored.
  • the connection is completed - for example by replacing the receiver - is the appropriately configured and armed event detection points EDP in the respective subscriber switching device LE2, LE3 a flow enabled, the by means of a TC_End message with an IN message "Event Report BCSM" inserted therein, the control switching device LEI transmits the event and thus ends the transaction.
  • the same process can be achieved if the same actions are linked to the trigger detection point TDP2.
  • This alternative can be used if there are switching devices from other manufacturers in a communication network in which the trigger detection point TDP1 is not implemented.
  • notification of reissue can also be achieved by a separate "on-hook trigger".
  • the configuration for the re-hanging action of the handset by means of the message "Request Report BCSM” and thus also the associated message flow. The transaction would not remain open or active until the handset is replaced.
  • the external subscriber connections TAl, TA3, TA4, TA6 can also be called directly.
  • the control switching device LEI must be informed of the current document status of the external subscriber lines TAl, TA3, TA4, TA6 if the corresponding subscriber line TAl, TA3, TA4, TA6 or the corresponding one A not nschluß ein more for the line selection on the S ervice phone number SDN Group NWCD is available.
  • trigger detection points TDP12 are set up on the respective subscriber lines or subscriber lines TAl, TA3, TA4, TA6.
  • the control parameters associated with these trigger detection point TDP12 are set so that each time a communication relationship is switched to these external subscriber connections TAl, 3, 4, 6 - also referred to as a "terminating line trigger" - via the trigger detection point TDP12
  • Program sequence is activated in the respective switching device LE2,3, which opens a TCAP transaction with the control switching device LEI, a "TC_Begin Message" with an IN message "Initial_DP" inserted therein being transmitted to the control switching device LEI.
  • the call number of the called external subscriber line TAl, 3, 4, 6 is transmitted to the control switching device LEI in order to indicate that the respective subscriber line TAl, 3, 4, 6 is currently busy.
  • the control switching device LEI responds to this with a corresponding response "TC_Continue", in which the follow-up actions or event detection points EDPs that are possible as a result of the reissue or "on-hook” go by means of an IN message "Request Report BSCM” inserted therein "to be reinforced.
  • group-specific performance features or properties can be assigned to the subscriber connections TAl ... 6 assigned to the group NWCD or the communication terminal devices KE1 ... 6 connected to them, additional information representing the further performance features and properties being stored in the organizational unit OGRP. Examples of other group-specific features are:
  • Definition of an alternative starting point of the search process - for example, definition of an additional subscriber number assigned to a subscriber line TA1 ... 6, the search process of which begins with this subscriber line regardless of the preset hunting algorithm -,
  • SDN a phone number DN1 ... 6, SDN - eg an individual, ISDN-compliant MSN or the group-specific Service number SDN - under which a communication relationship originating from the NWCD group can be identified, - Determination of a number DN1 ... 6, SDN to which the charge is made for communication relationships originating from the NWCD group.
  • the assignment of the individual subscriber connections TAl ... 6 to the NWCD group can be changed at any time.
  • a subscriber connection TAl ... 6 can be removed from the NWCD group at any time via administration.
  • the corresponding information representing the subscriber line TAl ... 6 to be removed is deleted in the organizational unit OGRP.
  • At least one queue can be assigned to the group NWCD.
  • Queues are usually functions implemented in private branch exchanges, which are used, for example, in call centers.
  • the organizational unit OGRP stored in the control switching device LEI is assigned a further memory area, by means of which several transient waiting positions are realized. A number of incoming communication relationships can be terminated for the transient waiting positions and forwarded to an announcement unit.
  • the queue functionality is configured in such a way that communication relationships or connections directed to a subscriber number DN1 ... 6 are switched in the manner described - via the control switching device LEI - directly to the corresponding communication terminal device KE1 ... 6, provided that the corresponding communication terminal KE1 ... 6 is free.
  • the group CO co ro ro PP
  • NP SU C ⁇ ⁇ q tu ⁇ P ⁇ P- P ⁇ N ⁇ ⁇ P- d PP ⁇ C ⁇ P 1 P- Hl (U P- £ CL tu rt nq rt ⁇ ⁇ q P- ⁇ ⁇ ⁇ TI C ⁇ • P- P - N tr PP 3 C ⁇ P- ⁇ d CL rt PP ⁇ P- ⁇
  • FIG. 7 shows the basic structure of such a network-wide call center as shown in FIG. 6 - also referred to as "Networkwide Call Distribution" or NWCD.
  • NWCD Networkwide Call Distribution
  • the NWCD shown in FIG. 7 allows the cross-switching integration of existing individual connections TA1 ... 6 or "basic agents" KE1 ... 6 to a network-wide call center NWCD, at the same time avoiding the disadvantages of tromboning already described by In each case, the current free document status of the individual connections TAl ... 6 are transmitted to the control switching device LEI controlling the call center NWCD using TCAP messages.
  • the external ones are transmitted to the control switching device LEI controlling the call center NWCD using TCAP messages.
  • the communication devices KE2.5 connected to the control switching device LEI controlling the network-wide call center NWCD are designed as MSB / MAC operator stations.
  • TDPl (or alternatively TDP2) or TDP12, as well as for certain versions
  • FIGS. 8 to 11 can be derived to implement network-wide call centers.
  • the architecture of a call center largely depends on the specific requirements of the operator of the respective call center, for example whether they want to operate more regionally or nationwide or possibly across borders. Furthermore, the architecture used depends on the conditions in the network, in particular also on the Performance of the switching facilities and, if applicable, the remote switching facilities to which the basic agents are connected. Different scenarios of network-wide call centers are shown by the scenarios shown in FIGS. 8 to 11, which are based on the basic principle of a network-wide call center described in FIG.
  • Queues is determined by the regional call center CDS1 via a TCAP dialog in the higher-level call center MCDS, also called master CDS, which is arranged centrally in the communication network KN, and whether other regional call centers CDS2 can take over the call.
  • master CDS also called master CDS
  • This TCAP query is processed using a proprietary protocol between the regional call center CDS1 and the master CDS MCDS.
  • TC_Begin message the caller's number and his selected service DN SDN are transferred to the central master CDS MCDS together with a corresponding service key.
  • the central MCDS uses its network-wide overview of all assigned regional call centers CDS1.2 to determine a new service number SDN ', which leads to another regional call center CDS2 - indicated by arrow 2' - or finds out whether the original call is in original co co t ro P »P
  • Centralized call center through which a task / load distribution to regional call centers is controlled.
  • This scenario is similar to scenario 2 described, but with the difference that the caller A with the selected service number SDN sends a TCAP dialog directly to the higher-level call center MCDS or to
  • trigger detection points TDP3 on the respective service call number SDN of the call center or the higher-level call center are in the originating switching device ASSP (which must have SSP functionality) or alternatively in a higher-level transit switching device with SSP functionality MCDS set up.
  • a number query rqDN is sent to the higher-level switching facility MCDS by means of a TCAP dialog, - illustrated by arrow 1.
  • the caller number request uses the same protocol with which otherwise IN-based number portability requests are transmitted to an SCP.
  • the higher-level call center MCDS determines a new service number - here SDN '- based on its network-wide overview of all regional call centers CDS1.2, which leads to a regional call center CDS1.2, sends back corresponding information to the originating switching center ASSP and ends the transaction - see arrow 1 '.
  • This scenario also presupposes that the higher-level call center MCDS has an overview of the load conditions of the individual regional call centers CDS1.2.
  • the higher-level call center MCDS can also be operated like a regional call center.
  • the call is queued using the usual methods in the regional call center CDS1.2. In this case, the corresponding announcements are recorded by the selected call center CD ⁇ 1.2.
  • dial-in is the same as for scenario 3:
  • the caller A is forwarded with the selected service number SDN via TCAP dialog directly to the call center CDS arranged centrally in the communication network KN, in which it is determined to which agents B1_1 ... B1_3, B2_l, B2_2 the call must be forwarded ,
  • CDS standardized IN processes are used in order to be able to carry out the TCAP queries from switching devices ASSP, SSP, and also switching devices from different manufacturers.
  • trigger detection points TDP3 are set up on the service call number SDN of the call center CDS in the originating switching facility ASSP (which must have SSP functionality) or alternatively in a higher-level transit switching facility with SSP functionality.
  • a number query rqDN is made to the switching device controlling the central call center CDS.
  • caller A in this scenario 4 does not receive the service number of a regional call center, but rather the number of a selected agent B1_1 ... B1_3, B2_l, B2_2.
  • the voice connections of caller A no longer run (as in scenarios 1 to 3 described so far) via an exchange with CDS functionality, but directly from the caller, or via the originating exchange ASSP connected to caller A, to the selected one Agents B1_1 ... B1_3, B2_l, B2_2.
  • the announcement options and charging options of the central call center CDS can no longer be used; this must be simulated in the communication network KN like IN-controlled functions:
  • the announcements can be activated, for example, in the originating switching facility ASSP, controlled by the feedback from the central call center CDS by means of "Connect To Resource” and "Play Announcement".
  • these announcements are concentrated in the communication network in certain IPs ("intelligent peripherals") with SSP functionality.
  • the originating switching device must be prompted by the central call center CDS to set up a temporary connection to the announcement IP - for example by means of the action sequence "Establish Temporary Connection”, “Assist Request Instruction”, “Connect to Resource” and “Play Announcement” -, and to clear the temporary connection again after the waiting time.
  • the central call center CDS together with the determined agent call number, also sends the corresponding charging information to the originating switching center by means of a "Furnish Charge Information", which thus creates a corresponding charge rate for the call center service.
  • the "Furnish Charge Information” feature is not yet widespread in all communication networks, but is the subject of standardization as part of the ETSI Capability Set CS3.
  • a further call center variant can be implemented - not shown - in which the current document status or the busy / idle Status detection does not take place via TCAP message exchange, but rather through the routing of all outgoing and incoming calls, already described as call channeling, via the switching device controlling the central call center

Abstract

L'invention est caractérisée en ce qu'au moins une partie des raccordements d'abonnés (TA1...6) affectés à au moins deux installations de connexion (LE1...3) et présentant des caractéristiques de puissance configurées est affectée à au moins un groupe (NWCD), auquel peuvent être attribuées les caractéristiques de puissance et/ou propriétés (SDN, TskGrp1,2) d'un centre d'appels. Ledit groupe (NWCD) est géré à partir d'une des installations de connexion (LE1), les raccordements d'abonnés (TA1,3,4,6) non affectés physiquement à cette installation de connexion (LE1) y étant rattachés en tant que raccordements d'abonnés virtuels.
PCT/DE2000/004071 1999-11-19 2000-11-16 Realisation de fonctions et de caracteristiques de puissance supplementaires d'un systeme de distribution d'appels WO2001039521A1 (fr)

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EP00988627A EP1230810A1 (fr) 1999-11-19 2000-11-16 Realisation de fonctions et de caracteristiques de puissance supplementaires d'un systeme de distribution d'appels
BR0015709-0A BR0015709A (pt) 1999-11-19 2000-11-16 Realização de funções adicionais e caracterìsticas de capacidade de um sistema de distribuição de chamadas
JP2001540541A JP2003515994A (ja) 1999-11-19 2000-11-16 コール分配装置の付加的機能およびサービスフューチャの実現

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DE19955761 1999-11-19
DE19955761.6 1999-11-19
DE10025437.3 2000-05-23
DE10025437A DE10025437A1 (de) 1999-11-19 2000-05-23 Verfahren und Kommunikationsanordnung zur Realisierung von Funktionen und Leistungsmerkmalen eines Anrufverteilsystems

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EP1345457A1 (fr) * 2002-03-12 2003-09-17 Tenovis GmbH & Co. KG Mise en résau d'autocommutateur (PBX)
CN100407745C (zh) * 2003-09-07 2008-07-30 中兴通讯股份有限公司 一种呼叫中心实现数据检索控制的系统和控制方法
DE102004013330A1 (de) * 2004-03-17 2005-10-27 Tenovis Gmbh & Co. Kg Telekommunikationsanlage, Verbund aus Telekommunikationsanlagen, Verfahren zur Konfiguration und zum Betrieb eines solchen Verbundes sowie Software zur Indentifizierung eines Kunden und einer Anlage darin
DE102005050587A1 (de) * 2005-10-21 2007-05-03 Siemens Ag Verfahren zum Weiterleiten von Signalisierungsdaten in einer Netzübergangseinheit und in einer Steuereinheit sowie zugehörige Einheiten
CN101945185B (zh) * 2010-09-19 2012-10-10 广州广哈通信股份有限公司 调度组呼叫方法和系统

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EP1230810A1 (fr) 2002-08-14
CN1203687C (zh) 2005-05-25

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