WO2012034730A1 - Procédé et système d'établissement de communication bidirectionnelle synchrone entre un opérateur de réseau et une page web - Google Patents

Procédé et système d'établissement de communication bidirectionnelle synchrone entre un opérateur de réseau et une page web Download PDF

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Publication number
WO2012034730A1
WO2012034730A1 PCT/EP2011/061907 EP2011061907W WO2012034730A1 WO 2012034730 A1 WO2012034730 A1 WO 2012034730A1 EP 2011061907 W EP2011061907 W EP 2011061907W WO 2012034730 A1 WO2012034730 A1 WO 2012034730A1
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WO
WIPO (PCT)
Prior art keywords
communication
controller module
web
user
service
Prior art date
Application number
PCT/EP2011/061907
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English (en)
Inventor
José María GONZALEZ CALABOZO
Oscar Miguel Sola Reija
Alejandro Cadenas Gonzalez
Original Assignee
Telefonica, S.A.
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 Telefonica, S.A. filed Critical Telefonica, S.A.
Publication of WO2012034730A1 publication Critical patent/WO2012034730A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1069—Session establishment or de-establishment
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1083—In-session procedures
    • H04L65/1089—In-session procedures by adding media; by removing media
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/40—Support for services or applications
    • H04L65/401—Support for services or applications wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
    • H04L65/4015—Support for services or applications wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference where at least one of the additional parallel sessions is real time or time sensitive, e.g. white board sharing, collaboration or spawning of a subconference
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
    • 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
    • H04M3/50—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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/003—Click to dial services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/0036—Services and arrangements where telephone services are combined with data services where the data service is an information service
    • 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 for setting up synchronous two-way communication between a server network and a telecommunications operator.
  • the fields of application of said invention are web interfaces, telecommunications operator services and advanced user interaction mechanisms.
  • the traditional web communication systems have been designed with an asynchronous approach in which users send a request to a target user, and said target user receives the request when he later connects to the web, just like current ordinary messaging works.
  • operator services and channels have traditionally been asynchronous, like in the case of telephony and the video calls, in which the immediate interaction between the parties is possible by setting up a voice stream between them.
  • the user interface used to managing setting up and modifying voice streams is based on basic signaling protocols that do not offer advanced interaction capabilities.
  • Parlay X set of Web Service definitions defined by the Parlay group
  • the systems making use of the operator service network infrastructure from a web server do not have a synchronized information return channel.
  • the user is capable of starting up some services in the operator's network from a web page, but there is no feedback channel, so the web is not capable of showing the changes in the operator's network. Therefore, for example, the existing solutions are not capable of knowing if the user has hung up on the call, if a new user has been added to the conference or of recognizing several key words in a conversation and accordingly showing said changes on the web.
  • This proposal solves the problem of the return channel.
  • the mechanism herein described allows synchronous two-way communication between the operator's network and the web domain. Therefore the changes in the operator's network domain, such as the state of a mobile telephone (shut off, available, in the middle of a call,... ) or the state of a call (ringing, set up, hung up,... ), can be reflected on a web page giving back important information as to what is happening.
  • the user could be in different accessibility/availability states, such as in a call, mute, etc.
  • the objective sought by this invention is a method and a link component integrated in the system providing advanced interaction capability between traditional operator services and web services, which manage and synchronize the communication means and the data streams of both worlds.
  • This new network component is the main objective of the invention and it will be responsible for suitably synchronizing and combining the sound and video sequences to provide the required interaction between the operator services and the web services. As a result of this synchronization, the user will have a much nicer multimodal experience.
  • This new component will allow the modification of the audio or video sequence in the operator's network domain by means of user interaction through the Internet.
  • the user of a simple web interface may therefore insert content (audio, video, text, images) into the operator's channel.
  • This channel can connect two or more users and elements of the operator's network (such as elements of the operator's network responsible for the transformation of text to voice, voice recognition or any other type of functions of the resources of the communication means).
  • the objective of the invention will be focused on a key component responsible for the synchronization between the web and the operator's domain.
  • This system also allows coordinating images, text or video from the web with the content delivered to the user through the operator's channel. The user will therefore receive from the operator's channel contents which are complementary to those which he already receives from the web channel. This functionality provides reinforcement for the message, achieving a greater impact.
  • the web content can be modified according to the information transmitted by the channel of the network operator. This requires the use of an information recognition system, which is outside the scope of this invention, which will provide the required classification about the nature of the information that is being managed and synchronized.
  • the users can trigger the initiation of the communication services through web browsing session.
  • the users can then interact with these services and modify the communication channels set up from common web interfaces.
  • Voice messages can also be released into an existing conversation, or they can know the state of all the parties in a call just by looking at the web.
  • the operator's network channel acts like a communication channel between the users of said channel, which can be enriched with sounds, prerecorded phrases and audiovisual messages which can be activated by a user from the web.
  • This channel offers service quality assurance in addition to the possibility of connecting to users who do not have an Internet connection (in this case these users without an Internet connection will lose interaction capabilities through the Internet).
  • This channel can further be subjected to signal processing techniques for image or voice resonance (the latter if the call is a video call).
  • the web content can be modified according to the information extracted from the operator's service channels.
  • the main concept of the invention is a controller module, a network element allowing the intercommunication between a web server and the control of the telecommunications operator's communication channels.
  • the web server is a server located in the Internet domain which publishes a web page accessible for the user's equipment through the transport protocol HTTP.
  • the telecommunications operator's communication channels are understood as the set of connections for personal telecommunications purposes, such as generic data access (through IP mobile connections), voice or video sessions (through the GSM network with circuit switching or any other option such as VoIP which is also available in the mobile world).
  • This controller module has two internal network interfaces, one interface for communicating with the web domain and the other interface for communicating with the network operator's domain.
  • the protocols used for communicating with the controller are outside the scope of this invention, but they can be based on HTTP technology, TCP technology, web services...
  • the controller module is responsible for controlling the performance of the call (release, end, addition of a user to the conference, etc.) and reporting on the upcoming events on the web domain.
  • the communication means channels will be managed by an external network element, and said external element (which will be referred to as communication means management module) will be supervised by the controller module.
  • the latter will have conference rooms, will be capable of inserting audio into on-going voice conversations or analyzing the content in the operator's data channel.
  • the present invention comprises a system for setting up synchronous two-way communication between a network operator and a web page by means of a controller module.
  • a controller module consisting of the following submodules:
  • a service memory comprising a table in which a unique communication service identifier which is known by the web server and the network operator is stored in each entry of said table;
  • a execution state memory comprising a table in which information relating to the execution state of each service is stored, and;
  • controller module comprises communication control means, the supervision of communication channels and sending events to the web domain.
  • the invention also comprises a method for setting up synchronous two-way communication between a network operator and a web page by means of a controller module.
  • the page accessed by the users must be based on Click-to-Call technology, wherein said page has a mechanism for obtaining user identifiers of various users who are going to be involved in the communication which is outside of the scope of this invention (either through a list of contacts, a form where the telephone numbers are entered, or a memory of registered user identifiers), and where these users have terminals integrating communication means and they are selected from land and mobile terminals.
  • the user initiating the communication must have access to the Internet and must have a web view generator and a communication means management module. Said method comprises the following phases:
  • the system which makes use of this method in a preferred embodiment, and provided that the selected communication service is a call service, can comprise a voice recognition module integrated in the communication means management module which is responsible for detecting key words once communication is set up and before it ends such that when said recognition module detects one of these key words, a sub- process consisting of the following phases is executed:
  • the system comprises prerecorded audio insertion means integrated in the communication means management module for inserting prerecorded audio into a conversation at the request of a user having previously set up the communication and before it ends, executing a process being which is characterized in that it comprises the following steps, ⁇ the first user selecting prerecorded audio from a web browser database;
  • the invention comprises sending the user identifier of the user setting up the communication and sending the user identifier of the user receiving the communication from the web page to the controller module in a synchronous manner.
  • the controller module sets up two- way communication with a communication means management module and with a network operator by means of the communication signaling control protocol provided by said controller module and with a web view generator by means of a state information and control interface provided by said controller module. Both the interface and the protocol transmit notifications in a two- way manner from the communication means management module and from the network operator to the web view generator through the controller module, said notifications being selected from
  • sending these notifications entails subsequently sending a notification from the controller module to the web view generator which modifies the view of the web page showing the changes produced in the communication.
  • the selected communication service is a call service because even though the system allows using all types of services, also including simple messaging or multimedia services, or any other type which emerges (like an operator service configuration such as Yavoy), the call service takes advantage of the two-way system differently because it has more interactions between the user and the service.
  • Figure 1 shows a block diagram of the controller module.
  • Figure 2 shows a block diagram of an application scenario of the system.
  • Figure 3 shows a flow diagram of an embodiment of the process.
  • Figure 1 shows the controller module which in turn consists of 5 different submodules:
  • a first translator (1 ) which is an interface acting as a gateway to the web domain.
  • a second translator (5) which is an interface acting as a gateway to the domain of the telecommunications operator.
  • the execution state memory (2) is a database where the information of each service being executed is stored.
  • the stored information is used for suitably managing the performance of each service and changes according to the type of service in use.
  • the service memory (4) comprising a table where the logic of the services is stored.
  • a service logic can be programmed for different users and services.
  • Each entry of this table has a unique service identifier which will be known by the web domains and the web of the telecommunications operator.
  • the services stored in this memory can be all the communication services of the network operator (44): calls, messages (SMS and MMS), voicemail, push, video calls,... but also another type of services which can be enabled as the communication between the web domain and the network operator's domain is synchronous, such as: Yavoy, pre-paid credits, etc.
  • the execution module (3) is the core of the controller module.
  • the commands defined by the service memory are executed therein. It uses the memory of states (2) as a read/write database where the state of all the services being executed is stored.
  • the controller module can be integrated in an architecture such as the one shown in Figure 2.
  • the web interface (50) provides the client user (10) with a graphic web interface.
  • the web interface (50) shows the content coupled and synchronized with the data (voice, video, etc.). This coordination between the web channel and the service channel is performed with the aid of the controller module (42).
  • the following elements can be found in this architecture:
  • the client user (10) has access to a web browser (30) and to a mobile or land terminal (20).
  • the user can see the web connected according to the information received in the terminal through the communication means channel (61 ).
  • this client user (10) can hear a sound added by the communication means management module (43) while having a conversation with another user receiving the call (1 1 ) who has his own terminal (21 ), that can in turn also have another web client synchronized with the communication means channel (62).
  • the communication terminals (20, 21 ) are devices which can be traditional telephones of the network operator, a PC, a terminal based on VoIP technology or any other type of multimedia device integrating communication means.
  • the terminals (20, 21 ) send the data streams through the communication means channels (61 , 62) to the network operator (44) which, under instructions from the controller module (42), is responsible for routing the data to their destination.
  • Data are understood as voice data, video data or any other type of information that the terminal can process.
  • the web browser (30) is a device which is capable of creating web pages (for example, it has a web browser). It obtains all the information necessary for modifying the view of the web page, of the web view generator (41 ), through a web interface based on HTTP technology (50). Said web page will dynamically change its content using conventional technology, such as (but not limited to) Java, AJAX or Flash. The most standard network possible is thus achieved so that it is correctly shown in the greatest possible number of terminals.
  • the web view generator (41 ) is the web server which is going to generate the view (web page) shown on the web browser (30). A view consistent with the data sent by the controller module (42) through a state information and control interface (51 ) will be generated.
  • the controller module (42) is the core of the invention. This element is responsible for synchronizing the network operator's data channels with the web channel.
  • the controller module (42) is capable of forwarding the data stream from the terminals (20 and 21 ) and from the communication means management module (43) for the purpose of combining (in this case but not being limited) the data streams from each terminal, analyzing the data streams or adding new data through the infrastructure of the network operator (44).
  • the controller module (42) manages the communication means channels (61 , 62, 63) through the call signaling control protocols (55, 56).
  • the controller (42) has two-way communication with the web view generator (41 ) which allows notifying the changes occurring in the communication in order to modify the web page content and receive the commands generated by the user receiving the call (1 1 ) through his web browser (30). This two-way communication is performed through the state information and control interface (51 ).
  • the communication means management module (43) is a network element which is responsible for gathering and processing the information received from the network operator (44). This element is also capable of inserting data, audio, video, etc., into the network operator (44) through the communication means channel (63).
  • the communication means management module (43) is coordinated by the controller module (42) which can forward the data stream created by the user from the network operator
  • the communication means management module (43) is responsible for several tasks, such as voice recognition, image recognition in a videoconference or any other type of analysis that can be done with the data of the communication means channels (63). It can also insert audio, video or any other type of content that can be reproduced by the terminals (20, 21 ).
  • the network operator (44) is responsible for routing the data stream towards its destination according to the commands received from the controller module (42). This requires having a previously set-up voice session, data session or the like.
  • the web interface (50) is a standard HTTP interface used for communicating the web browser (30) with the web view generator (41 ).
  • the state information and control interface (51 ) is a two-way interface provided by the controller module (42) to publish incoming notifications from the network operator (44) and from the communication means management module (43) to the web view generator (41 ).
  • the web view generator (41 ) can further send commands to the controller module (42) through this interface. These commands can be:
  • the controller module (42) will publish on the web page the notifications of the network operator (44) and of the communication means management module (43). This management module can notify:
  • the call signaling control protocol (55, 56) allows the controller module (42) to translate the commands received from the state information and control interface (51 ) into a protocol recognized by the network operator (44) and the communication means management module (43).
  • the controller module (42) will receive all the events and notifications from the communication means management module (43) and from the network operator (44) through this interface.
  • the communication means channels (61 , 62, 63) are the channels whereby the voice, video or data exchanged by the users are transmitted.
  • the client user (10) decides to make a call (70) to another user (1 1 ) making use of the system described above. For this purpose, the client user (10) selects the user that will receive the call (1 1 ) on a web page by means of his web browser (30) and further selects the call service from among those offered by the web page generated by the web view generator (41 ). This exchange of information is done by means of an HTTP protocol (through the web domain) from the web browser (30) to the controller module (42) passing (71 , 72) through the web view generator (41 ).
  • the command sent by the web view generator (41 ) to the controller module (42) contains the type of command, in this case a call set up command, information about the persona calling and the recipient of the call.
  • the controller module (42) verifies that the information about the persona calling and the recipient of the call is enough to obtain the user terminal identifier (i.e., the telephone numbers), and then sends a call request to the client user terminal (20) through (73, 74) the network operator (44).
  • the client user (10) responds (75) by means of his terminal (20) to the incoming call received from the controller module (42)
  • the network operator (44) sends (76) a notification to the controller module (42).
  • Said controller module (42) processes this notification and sends (77) to the communication means management module (43) a command to insert audio into the conversation with the user terminal (20).
  • the controller module (42) then creates a new notification and sends (78) it to the web view generator (41 ) which modifies (79) the view on the web browser (30) showing non the web page that the audio has been inserted. Therefore, the client user (10) can see information that is complementary to what he is hearing from his terminal (20).
  • the communication means management module (43) sends (80) a notification to the controller module (42).
  • the controller module (42) then sends (81 ) a notification to the web view generator (41 ) which modifies
  • controller module (42) the view on the web browser (30) showing on the web page that the audio has ended.
  • controller module (42) receives the previous notification it decides to call (83, 84) the client user terminal (20) associated with the user (1 1 ) through the network operator (44).
  • the client user terminal (20) starts to ring, the user receiving the call (1 1 ) accepts the call (85) and the network operator (44) pools together the audio sequences of both terminals, allowing both users (1 1 and 10) to set up a voice conversation.
  • the audio stream between the users can pass through the communication means management module (43) if the controller module (42) requires this. If the communication means management module (43) has a voice recognition module and a user says a key word and it is identified by said voice recognition module, a notification of this event is sent (86) to the controller module (42) from the voice recognition module. Said controller module (42) can then send (87) a notification to the web view generator (41 ) for the purpose of modifying (88) the view on the web browser (30) showing on the web page that the key word has been detected.
  • the client user (10) wants to send a prerecorded sound to the user receiving the call (1 1 ) in the middle of the on-going call.
  • the client user (10) chooses (89) the desired prerecorded sound through the web browser (20) from among all the available sounds.
  • a notification is then sent (90) to the web view generator (41 ), which sends (91 ) another notification to the controller module (42).
  • the controller module (42) can then command (92) the communication means management module (43) to insert the desired prerecorded sound into the on-going conversation between both users (10 and 1 1 ).

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Business, Economics & Management (AREA)
  • Multimedia (AREA)
  • General Business, Economics & Management (AREA)
  • General Engineering & Computer Science (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

La présente invention porte sur un système et un procédé d'établissement de communication bidirectionnelle synchrone entre un opérateur de réseau et une page web au moyen d'un module de commande (42). À cette fin, le module de commande utilise deux interfaces réseau internes, une interface (51) pour communiquer avec le domaine web et l'autre interface (55, 56) pour communiquer avec le domaine de l'opérateur de réseau.
PCT/EP2011/061907 2010-09-15 2011-07-13 Procédé et système d'établissement de communication bidirectionnelle synchrone entre un opérateur de réseau et une page web WO2012034730A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
ES201031371 2010-09-15
ESP201031371 2010-09-15

Publications (1)

Publication Number Publication Date
WO2012034730A1 true WO2012034730A1 (fr) 2012-03-22

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PCT/EP2011/061907 WO2012034730A1 (fr) 2010-09-15 2011-07-13 Procédé et système d'établissement de communication bidirectionnelle synchrone entre un opérateur de réseau et une page web

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Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20030061354A1 (en) * 1999-10-27 2003-03-27 Hewlett-Packard Company & Intel Corporation Delivery of call queue messages for calls launched from the internet
WO2003094432A2 (fr) * 2002-04-30 2003-11-13 Web.De Ag Etablissement de communications telephoniques controle par un site web
WO2007042862A1 (fr) * 2005-10-11 2007-04-19 Jajah Inc. Procede, systeme et logiciel d'etablissement d'une voie de communication dans un reseau de communications
US20090037309A1 (en) * 2007-07-31 2009-02-05 Utbk, Inc. Systems and Methods to Convert a Real Time Communication Connection

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20030061354A1 (en) * 1999-10-27 2003-03-27 Hewlett-Packard Company & Intel Corporation Delivery of call queue messages for calls launched from the internet
WO2003094432A2 (fr) * 2002-04-30 2003-11-13 Web.De Ag Etablissement de communications telephoniques controle par un site web
WO2007042862A1 (fr) * 2005-10-11 2007-04-19 Jajah Inc. Procede, systeme et logiciel d'etablissement d'une voie de communication dans un reseau de communications
US20090037309A1 (en) * 2007-07-31 2009-02-05 Utbk, Inc. Systems and Methods to Convert a Real Time Communication Connection

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