WO2003013117A1 - Acheminement d'appels personnels - Google Patents

Acheminement d'appels personnels Download PDF

Info

Publication number
WO2003013117A1
WO2003013117A1 PCT/IE2001/000101 IE0100101W WO03013117A1 WO 2003013117 A1 WO2003013117 A1 WO 2003013117A1 IE 0100101 W IE0100101 W IE 0100101W WO 03013117 A1 WO03013117 A1 WO 03013117A1
Authority
WO
WIPO (PCT)
Prior art keywords
caller
routing
cli
preferences
call
Prior art date
Application number
PCT/IE2001/000101
Other languages
English (en)
Inventor
Shane Joseph Buckley
Original Assignee
Fournir Limited
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Fournir Limited filed Critical Fournir Limited
Priority to PCT/IE2001/000101 priority Critical patent/WO2003013117A1/fr
Publication of WO2003013117A1 publication Critical patent/WO2003013117A1/fr

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • 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
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/25—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service
    • H04M2203/251—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably
    • H04M2203/253—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a visual mode is used instead of a voice mode
    • H04M2203/254—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a visual mode is used instead of a voice mode where the visual mode comprises menus
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/25—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service
    • H04M2203/255—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service comprising a personalized user interface
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/408—Customer-specific call routing plans
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/22—Automatic class or number identification arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H04M3/42068—Making use of the calling party identifier where the identifier is used to access a profile
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4931—Directory assistance systems
    • H04M3/4933—Directory assistance systems with operator assistance
    • 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
    • H04M3/527—Centralised call answering arrangements not requiring operator intervention

Definitions

  • the present invention relates to a method and system of routing calls from a telephone by a private branch exchange in a telecommunications system, the private branch exchange having means for recording and storing a calling line identifier (CLI).
  • CLI calling line identifier
  • Callers are using call centres and other telephone call handling facilities in increasing numbers. This is particularly the case for mobile phone users who, for example, do not have a telephone directory readily available to them and even if they have some stored telephone numbers within their telephone, they will still require the services, on a regular basis, of a call centre. Contacting a call centre can be time consuming and frustrating for the caller who will be met with an operator who is often dealing with him in an unfamiliar language and who further does not know the caller's preferences. For instance, for many a caller in dealing with a call centre, they require information, for example, on hotels in a particular area or restaurants in a particular area, and so on.
  • the present invention is directed towards this aim.
  • a method of routing calls from a telephone by a private branch exchange in a telecommunications system the private branch exchange having means for recording and storing a calling line identifier (CLI) comprising:-
  • a voice message states the connection that will be made and a voice related prompt is attached to the voice message which allows the cancellation of the operation of at least some of the routing preference. In this way if a person does not wish to be connected to the normal person that they deal with, then they can be put directly through the switch to an operator or to a full voice prompt system.
  • a series of voice related prompts are presented to the caller to allow changing of routing preferences.
  • a voice related prompt option lists the call destination for caller choice and the connection is made in response to a caller input.
  • the voice related prompt option lists the possibility of changing the routing preferences listed and on the option being chosen, a list is presented to the caller to allow the input of the new routing preferences.
  • the voice related prompt option may list the information in the preferred language of the CLI. This can be most important in multilingual situations.
  • the routing preferences are listed in order of caller preferences.
  • a main menu is presented to the caller and on the caller inputting caller requirements into the main menu, the caller requirements are stored as a routing preference for subsequent c alls. In this way callers have the option to input their calling preferences immediately the first time they make contact with the particular exchange.
  • a main menu of voice related prompts is presented to each caller whose CLI has not been previously stored which service includes a voice related prompt to allow the caller input a routing preference.
  • the call may be routed to an operator who, prior to connecting the caller, determines the CLI's routing preference and stores the routing preferences for future calls. This can be most advantageous as it avoids confusing and helps a caller.
  • the actual routing of call s is monitored over a period of time; the routing preferences are compared with the listed caller routing preferences; and the order of the routing preferences is altered having regard to the actual routing preferences.
  • This can be very useful because if somebody's routing preferences have changed over time, the person may not necessarily have noticed this or indeed may not have gone to the trouble of changing the routing preferences. Thus, this gives this possibility if after altering the routing preference when the next incoming is received, the caller can be notified of the changed list of routing preferences and the caller is presented with the option of cancelling the new list of caller routing preferences.
  • the routing preference for the CLI would include one or more of:
  • the invention will be equally applicable to private branch exchanges operated by employee of supplier of goods and or services.
  • the routing preferences will include routing to the desired employee or group of employees and the downloading to the employees of caller data. This can be particularly advantageous since for example in a maintenance department when a person is first routed to a service engineer, the service engineer can have before him or her all the necessary data relating to the equipment in the possession of the caller.
  • this caller data includes some or more of caller name, caller address, category of customer, previous purchases or trading terms.
  • the private branch exchange could service groups of employees of an organisation providing specified client services and assistance and in which the routing preference includes the CLI of one or more employees within that group.
  • the routing preference includes the CLI of one or more employees within that group.
  • a caller CLI has not been previously stored and on connecting to an employee that employee's CLI is stored as part of the caller CLI routing preferences.
  • the invention provides assistance as a storage means for routing preferences.
  • a routing means for automatically connecting the incoming call in accordance with a routing preference in the event of the CLI having the routing preference stored.
  • the system comprises a routing means for automatically connecting the incoming call in accordance with a routing preference in the event of the CLI having the routing preference stored.
  • a computer program comprising program instructions for causing a computer to form the method of any of Claims 1 - 20. It is envisaged that these computer programs may be embodied on a record medium, in a computer memory, in a read only memory, or carried on an electrical signal carrier.
  • Fig. 1 is a layout of a system according to the invention.
  • Fig. 2 is a flowchart showing one way of operating the invention.
  • a server 5 in this embodiment a computer.
  • the server computer 5 has means for carrying out the various steps of the method.
  • the invention provides for the storage of personal preferences on a database or other system to be activated within a telephone excha nge by the calls CLI as the CLI is the user's telephone number and is unique.
  • the process involves the storing of the caller's personal preferences including storing the language of preference, personal telephone information and indeed all other information about the user which, in this specification, is classified broadly under the heading "routing preferences" since any of the personal preferences will effectively resolve themselves into some form of routing preference for the telephone call. However, as will become apparent in some instances it has a broader meaning that simply a routing preference. Obviously, the language of choice is an obvious one.
  • a person when a person phones a particular organisation, they may normally be put through to one particular person and therefore, it may be important that they are put through to that person.
  • the person when phoning a call centre, the person may be known to require the names of various restaurants and the call centre may have the person's preferences already available to them such that they will know that there is no point in routing a call from the caller to a Chinese restaurant when the caller never eats Chinese food or alternatively, there would be no possibility of routing the call from the caller to a very expensive restaurant when the caller requires relatively inexpensive food.
  • the call centre or PABX company switchboard or organisation switchboard or the like must have, as it's least, a server computer which can store and recognise CLIs and which further has access to a database on which can be stored, against a specific CLI that CLIs routing preferences. Further, most of these will also have some form of voice prompt servi ce.
  • a voice related prompt service is not essential for the carrying out of the invention.
  • the call centre would simply store the language required for the particular CLI and automatically transfer any incoming call with that CLI to an operator speaking the correct language.
  • those which did not have any language preference or who had not been previously dealt with by the call centre would be automatically directed to a suitable operator using the most common language.
  • the invention would be carried out to store the language preference of that CLI. This, however, will become plain from the following description with reference to the attached diagram showing a user or caller calling into a contact centre which could, for example, be a call centre or the switchboard of a large organisation or any other PABX.
  • step 100 the user calls into the contact centre.
  • the server identifies the CLI and queries, in step 102, whether the CLI is already in th e database. If the CLI is not already in the database, then in step 103, the call is directed immediately to an operator who will query the person on the preference of the user such as the preferred language of the operator, personal telephone numbers, automatic onward connection, for example, for the call centre, downloading a completed call charges after a connection has been terminated and indeed, preferences in respect of other call centre services, all of which can be obtained at that time as routing preferences.
  • step 104 the personal preference of the caller is identified and in step 105, the call is routed based on this personal preference. For example, at the call centre, it would be to the operator speaking the particular language and then the operation of the invention ends at step 106, although the ending of this may in fact be the connecting of the caller to an operator and the operator will then take over the operation of the invention.
  • the routing preferences for the CLI could include one or more of, as mentioned above, the preferred language of the operator, personal telephone numbers that the person wishes to be connected to, whether the call always wanted to be given automatic onward connection, since if somebody always uses onward connection, it can be quite irritating to be asked by an operator after being given a number as to whether you wish to be connected onwards or not.
  • many people require downloading of completed call charge after the connection has been made and the call completed.
  • call centres are providing more and more services to customers and indeed the call centre may wish to provide these other services and the customer or caller may wish to avail of them.
  • the call centre operators have all these available to them.
  • the way in which the invention will be carried out is that once the CLI of the incoming call is received and the call is routed to the operator of choice, the operator of choice will have displayed in front of him or her on a screen, the various routing preferences of the caller, such as, for example, when the caller wishes to have the phone numbers of restaurants, the caller will identify the location or area where he or she wishes to eat.
  • the operator will have displayed in front of him or her, the restaurant preferences of the caller such that the operator can then give to the caller, for example, restaurants of a certain type and price ra nge within easy reach within the area that the caller wishes to dine.
  • the name of the caller will also be displayed to the operator who will thus be able to address the caller by his or her personal name a nd therefore, if it is not, by any chance, the particular person who originally inputted the CLI, it will be possible to identify whether the caller is calling on behalf of the original person who inputted the routing preferences originally, or whether the caller is, in fact, somebody using the telephone having that CLI.
  • the routing preferences that would be downloaded by a caller might designate a particular employee or a group of employees.
  • the method might comprise giving a voice prompt immediately to a caller, listing the names of the people to whom the caller wished normally to be connected such that instead of the caller being greeted with a message in a foreign language, the caller would be greeted with a voice related message in his language of choice which would list, by number, the various people, that he or she normally contacted, thus allowing the person be directly connected to the contact of choice.
  • the voice related prompt message received might be somewhat of the type of - "press 1 for John Jones", "press 2 for operator". Obviously, any of these preferences would be listed in order of caller choice.
  • a PIN number may be downloaded to the caller telephone.
  • a PIN number which subsequently, on the PIN number being inputted by the telephone, a series of voice related prompts can be presented to the caller to allow the changing of routing preferences.
  • the routing preferences of a caller and that particularly telephone with that CLI can be altered without operator input.
  • various options one of the options that can be given would be the possibility of changing the routing preferences previously listed and presented in that particular voice related message.
  • a main menu of voice related prompts may be presented to each caller whose CLI has not been previously stored, which menu includes a voice related prompt to allow the caller input a routing preference. If no such routing preference is inputted, then the caller is simply directed to an operator.
  • the call is routed to an operator who, prior to connecting the caller, determines the CLIs routing preference and stores the routing preference for future calls. In all cases, the operator does try to get the caller to input some form of routing preference.
  • the actual routing of calls within a particularly organisation can be monitored over a period of time and then the routing preferences can be compared with listed caller routing preferences and if the order of the routing preferences has effectively changed, then the order of the routing preferences may be altered for subsequent presentation to the caller.
  • the caller is notified of the change list of routing preferences.
  • the invention provides for the storage of personal preferences on a database or other system to be actioned upon within a telephone or call centre environment based on a user's calling line (CLI).
  • CLI user's calling line
  • various aspects of the invention may be embodied on a computer that is running a program or program segments originating from a computer readable or usable medium, such medium including but not limited to magnetic storage media (e.g. ROMs, floppy disks, hard disks etc.), optically readable media (e.g. CD-ROMs, DVDs etc.) and carrier waves (e.g. transmissions over the internet).
  • a computer readable or usable medium such medium including but not limited to magnetic storage media (e.g. ROMs, floppy disks, hard disks etc.), optically readable media (e.g. CD-ROMs, DVDs etc.) and carrier waves (e.g. transmissions over the internet).
  • a functional program, code and code segments, used to implement the present invention can be derived by a skilled computer programmer from the description of the invention contained herein.
  • a computer program may be provided providing program instructions.
  • This computer program may be embodied on a record medium, a computer memory, a read only memory or carried on an electrical signal.
  • the terms "comprise, comprises, comprised and comprising” or any variation thereof and the terms “include, includes, included and including” or any variation thereof are considered to be totally interchangeable and they should all be afforded the widest possible interpretation.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention porte sur un procédé et sur un système d'acheminement d'appels depuis un téléphone par autocommutateur privé du système de télécommunications. L'autocommutateur privé possède généralement un ordinateur serveur pour enregistrer et stocker un identificateur de ligne d'appelant. Ce qui se produit est que l'appelant, c'est-à-dire le central externe activé par quelqu'un, contacte l'autocommutateur privé, et au lieu d'être rencontré par une invite en relation avec une voix, l'identificateur de la ligne de l'appelant a été préalablement stocké, ainsi que les préférences d'acheminement de cet identificateur, et l'appel peut être connecté directement et automatiquement en fonction de la préférence d'acheminement désiré. Un appel arrive dans l'autocommutateur en 100 et après avoir été identifié en 102, l'identificateur de la ligne de l'appelant étant déjà dans la base de données, la préférence personnelle de l'appelant est sélectionnée depuis la base de données en 104. L'appel est acheminé automatiquement en fonction de cette préférence en 105. Divers procédés et systèmes pour obtenir les préférences d'acheminement sont également décrits.
PCT/IE2001/000101 2001-07-31 2001-07-31 Acheminement d'appels personnels WO2003013117A1 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
PCT/IE2001/000101 WO2003013117A1 (fr) 2001-07-31 2001-07-31 Acheminement d'appels personnels

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
PCT/IE2001/000101 WO2003013117A1 (fr) 2001-07-31 2001-07-31 Acheminement d'appels personnels

Publications (1)

Publication Number Publication Date
WO2003013117A1 true WO2003013117A1 (fr) 2003-02-13

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PCT/IE2001/000101 WO2003013117A1 (fr) 2001-07-31 2001-07-31 Acheminement d'appels personnels

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Country Link
WO (1) WO2003013117A1 (fr)

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2005043877A1 (fr) * 2003-10-30 2005-05-12 Siemens Aktiengesellschaft Procede pour commander la selection d'un telephone cible
WO2009076538A2 (fr) * 2007-12-13 2009-06-18 Merced Systems, Inc. Routage de transactions naissantes sur la base de données expérientielles

Citations (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4932021A (en) * 1989-04-03 1990-06-05 At&T Bell Laboratories Path learning feature for an automated telemarketing system
EP0920224A2 (fr) * 1992-03-09 1999-06-02 Advantis Système de traitement pour l'acheminement d' appels d' abonnés
US6016336A (en) * 1997-11-18 2000-01-18 At&T Corp Interactive voice response system with call trainable routing
EP0973314A2 (fr) * 1998-07-17 2000-01-19 Siemens Information and Communication Networks Inc. Dispositif et méthode pour l' amélioration de l' interface utilisateur aux systèmes integrés à réponse vocale
WO2001047218A1 (fr) * 1999-12-20 2001-06-28 Audiopoint, Inc. Systeme de livraison sur demande de contenu audio specifie par l'utilisateur
US6266400B1 (en) * 1997-10-01 2001-07-24 Unisys Pulsepoint Communications Method for customizing and managing information in a voice mail system to facilitate call handling

Patent Citations (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4932021A (en) * 1989-04-03 1990-06-05 At&T Bell Laboratories Path learning feature for an automated telemarketing system
EP0920224A2 (fr) * 1992-03-09 1999-06-02 Advantis Système de traitement pour l'acheminement d' appels d' abonnés
US6266400B1 (en) * 1997-10-01 2001-07-24 Unisys Pulsepoint Communications Method for customizing and managing information in a voice mail system to facilitate call handling
US6016336A (en) * 1997-11-18 2000-01-18 At&T Corp Interactive voice response system with call trainable routing
EP0973314A2 (fr) * 1998-07-17 2000-01-19 Siemens Information and Communication Networks Inc. Dispositif et méthode pour l' amélioration de l' interface utilisateur aux systèmes integrés à réponse vocale
WO2001047218A1 (fr) * 1999-12-20 2001-06-28 Audiopoint, Inc. Systeme de livraison sur demande de contenu audio specifie par l'utilisateur

Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2005043877A1 (fr) * 2003-10-30 2005-05-12 Siemens Aktiengesellschaft Procede pour commander la selection d'un telephone cible
WO2009076538A2 (fr) * 2007-12-13 2009-06-18 Merced Systems, Inc. Routage de transactions naissantes sur la base de données expérientielles
WO2009076538A3 (fr) * 2007-12-13 2009-08-13 Merced Systems Inc Routage de transactions naissantes sur la base de données expérientielles
US8254559B2 (en) 2007-12-13 2012-08-28 Merced Systems, Inc. Routing incipient transactions based on experiential data

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