Note: Descriptions are shown in the official language in which they were submitted.
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Method in a telephone service for implementing queuing according to a desired
charge
The present invention relates to a method according to the preamble of claim
1.
Methods of the type concerned herein are chiefly used in conjunction with
value-
added services for controlling call queuing and charging of calls queuing for
access
to a special number. The queuing facility is required when the service
provider has
no idle incoming lines available when a call is placed to the value-
added.service.
According to conventional techniques, queuing is implemented at the PBX of the
service provider. Queuing may have been arranged to start toll-free and change
later
into a charged call. Toll-free queuing is typically based on delayed sending
of
answer message from the local exchange of the service provider PBX to the
telephone network switching center. Accordingly, queuing calls are connected
to the
PBX of the service provider that delays its answer to these calls. This
technique has
been capable of implementing a maximum toll-free queuing period not longer
than
the time supervision period of the public telephone network. Typically, time
supervision in a public telephone network allows a delay of about 2-3 min
between
the call connection and the backward sending of the answer message. If queuing
longer than the time supervision period has been desired, it has been required
from
the service provider PBX to send the answer message prior to the lapse of the
time
supervision period. Then, if the answer message has been sent, the charging of
queuing has been started. In contrast, if the answer message has not been
sent, the
switching center of the public telephone network has terminated the queuing
call
when time supervision period expires. Thus, the queuing has been entirely toll-
free
and not even the local call charge has been billed to the caller.
Conventional techniques have been hampered by the time supervision of the
public
telephone network that limits the maximum length of toll-free queuing.
Moreover,
each queuing call placed in the queue formed at the service provider PBX also
steals
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the capacity of one voice channel from the connection between the public
telephone
network and the service provider PBX.
It is an object of the invention to overcome the above-described drawbacks and
provide an entirely novel method of implementing queuing to a telephone
service
charged at a controllable rate.
The goal of the invention is achieved by virtue of directing a call placed on
the
special number to the SSP {Service Switching Point) exchange of an intelligent
telephone network and then initiating an intelligent network service according
to the
dialled special number in a SCP (Service Control Point) server. Under the
control of
the SCP server, the call is directed to a VRU (Voice Response Unit) connected
to the
service. If all the extension lines of the special number are busy, the call
will remain
in the queue connected to the VRU. Thus, a call connected to the VRU can be
treated
without the value-added rate of the special number, or alternatively, the call
can be
billed at a separately defined queuing rate that may, e.g., be reduced from
actual
value-added rate. As soon as an extension line of the service becomes idle,
the VRU
releases the call from the queue and the SCP server routes the call to the
correct
routing number of the service provider PBX.
More specifically, the method according to the invention is characterized by
what is
stated in the characterizing part of claim 1.
The invention offers significant benefits.
The method according to the invention makes it possible to set the maximum
duration of toll-free queuing independently from the time supervision of the
public
telephone network. In addition, the network operator and/or service provider
may set
the queuing charge rate as desired. Further, the method according to the
invention
eliminates all unnecessary capacity-stealing load caused by the queuing calls
on the
connection between the service provider PBX and the telephone network.
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The method according to the invention has further advantageous embodiments
with
additional benefits. The method may be applied so that, during queuing, the
caller is
requested to submit information before the call is switched to the service
provider
PBX. In a particularly advantageous embodiment, this is implemented so that,
by the
time the queuing call is connected to the service provider's customer
attendant, the
information gathered during queuing is made immediately available to the
customer
attendant, e.g., on a computer display. This makes it possible to avail of the
queuing
time, too.
In the following, the invention will be examined with the help of exemplifying
embodiments by making reference to the attached drawings, in which:
Figure 1 shows the steps of a first embodiment of the method according to the
invention in a first possible system configuration;
Figure 2 shows the steps of a second embodiment of the method according to the
invention in a second possible system configuration; and
Figure 3 shows the steps of a third embodiment of the method according to the
invention in the system configuration of Fig. 2.
Referring to Fig. 1, therein is illustrated a first embodiment of the method
with
arrows indicating the steps of the method and block symbols representing the
means
participating in said steps. The system configuration shown in the diagram
comprises
a subscriber connection 101 from which a call is placed to the special number,
an
SSP exchange 102 closest to the subscriber connection 101, an SCP server 103
controlling the SSP exchange 102, a VRU 104 connected to the public telephone
network and a service provider PBX 105 with its service extension lines 106.
Obviously, the telephone system as a whole comprises a large number of
connections
similar to subscriber connection 101 and from these, a number of simultaneous
calls
may be placed to the special number while, for the sake of greater clarity,
only one
subscriber connection 101 calling the special number is shown in the diagram.
Also
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the number of service extension lines l Ob under the service provider PBX 105
may
vary widely from that shown in the diagram. The PBX 105 itself can be a
conventional PBX (Private Branch Exchange), for instance.
As shown in Fig. 1, a call entering the queuing to the special number and
subsequent
switching of calls from the queue to the actual routing number invokes the
following
steps:
1 ) Subscriber first places a call from a subscriber connection 1 O 1 to the
value-added special number and the call is routed to the SSP exchange
102 of the public telephone network.
2) The SSP exchange 102 requests call control instructions from the SCP
server 103. The SCP server 103 initiates the service associated with the
special number and sends instructions to the SSP exchange 102 for con-
trolling the call. The SCP server 103 commands the SSP exchange 102 to
charge the call using a preset queuing rate, e.g., equal to the local call
rate and to direct the call to the VRU 104. Additionally, the SCP server
103 commands the SSP exchange 102 to wait for further instructions on
- handling the call.
3) The SSP exchange 102 directs the call to the VRU 104 and starts the
charging of the call at a preset queuing rate, e.g., equal to the local call
rate. The VRU 104 answers the call and plays a queuing announcement
to the caller. The queuing announcement is a voice message telling, e.g.,
"You are placed in a queue, please hold."
4) The VRU 104 calls the routing number of the service provider PBX 105
on a specific line. Thus, the VRU 104 can test whether the line is busy or
idle. If the line is busy, the VRU 104 calls again after a pause of, e.g., 2
to 5 seconds. In this way, the VRU 104 tests the status of the routing
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number until it is found idle. Such a line status test is conventionally
called polling.
5) When the routing number is found to be idle, the VRU 104 terminates
the call placed thereto by sending the clear back message to the SSP
exchange 102.
6) After receiving the clear back message, the SSP exchange 102 requests
the SCP server 103 for further instructions on handling the call. The
service logic of the SCP server 103 detects the clear back message
situation and commands the SSP exchange 102 to route the call directly
to the routing number of the service at the service provider PBX 105.
Additionally, the SCP server 103 commands the SSP exchange 102 to
start charging the caller at the value-added rate.
7) The SSP exchange 102 routes the call to the PBX 105. After being
answered there, the call is subsequently handled as any conventional call
in an intelligent telephone network. Simultaneously, the call is charged at
the rate defined for the provided service.
Now referring to Fig. 2, therein is illustrated a second embodiment of the
method
with arrows indicating the steps of the method and block symbols representing
the
means participating in said steps. The system configuration shown in the
diagram
comprises a subscriber connection 101 from which a call is placed to the
special
number, an SSP exchange 102 closest to the subscriber connection 101, an SCP
server 103 controlling the SSP exchange 102, a VRU 104 connected to the public
telephone network and a service provider PBX 105 with its service extension
lines
106. Additionally, the system configuration includes control server 107
communicating with both the VRU 104 and the service provider PBX 105. Also in
this system, the number of subscriber connections 101 and the number of
service
extension lines 106 under the PBX 105 vary widely from that shown in the
diagram.
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As shown in Fig. 2, a call entering the queuing to the special number and
subsequent
switching of calls from the queue to the actual routing number invokes the
following
steps:
11 ) Subscriber first places a call from a subscriber connection 1 O 1 to the
value-added special number and the call is routed to the SSP exchange
102 of the public telephone network.
12) The SSP exchange 102 requests call control instructions from the SCP
server 103. The SCP server 103 initiates the service associated with the
special number and sends instructions to the SSP exchange 102 for con-
trolling the call. The SCP server 103 commands the SSP exchange 102 to
charge the call using a preset queuing rate, e.g., equal to the local call
rate and to direct the call to the VRU 104. Additionally, the SCP server
I 5 103 commands the SSP exchange 102 to wait for further instructions on
handling the call.
13) The SSP exchange 102 directs the call to the VRU 104 and starts the
charging of the call at a preset queuing rate, e.g., equal to the local call
rate.
14) The control server 107 updates via a communications link provided
between the server 107 and the PBX 105 the information on the status of
the routing number of the called service. The PBX 105 submits the
information concerning the status of the routing number by telling the
control server 107 whether the extension line or the hunting group under
the routing number is idle or busy. This status information update can be
performed on-line and at very short intervals, thus permitting a realtime
update of call routing information.
15) When any service extension line 106 accessible via the routing number
becomes idle, the control server 107 submits this information to the VRU
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104 via the communications link between the server 107 and the VRU
104. Thus, the VRU 104 is furnished with practically realtime
information on the status of the routing number.
16) After receiving the call from the SSP exchange 102, the VRU 104
answers and sends the answer message to the SSP exchange 102. Then,
the SSP exchange 102 starts charging the call at the desired rate. The
VRU 104 stacks the calls according to their arrival time in the queue.
Subsequently, the VRU 104 plays queuing announcements or music, to
the caller. The queuing call is held connected to the VRU 104 waiting for
an idle line to the special number. When the control server indicates a
service extension line 106 under the routing number of the service to be
idle, the VRU 104 terminates the call placed thereto by sending the clear
back message to the SSP exchange 102. Thus, the call control is returned
back to the SSP exchange 102.
17) After receiving the clear back message, the SSP exchange 102 requests
the SCP server 103 for further instructions on handling the call. The
service logic of the SCP server 103 detects the clear back message
situation and commands the SSP exchange 102 to route the call directly
to the routing number of the service at the service provider PBX 105.
Additionally, the SCP server 103 commands the SSP exchange 102 to
start charging the caller at the value-added rate.
I S) The SSP exchange 102 routes the call to the service provider PBX 105.
After being answered there, the call is subsequently handled as any
conventional call in an intelligent telephone network. Simultaneously,
the call is charged at the rate defined for the provided service.
In Fig. 3 is shown a system akin to that of Fig. 2 and the application of the
queuing
method with a desired charging rate in conjunction with the system so that
customers
placed in a queue are requested already during queuing to submit specific
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information to be used later in rendering the service. Such a gathered
information
may include, e.g., a customer number or an account number associated with bank
services. The customer may alternatively be requested to detail the service
desired
during this specific call. This may be accomplished, e.g., by a menu routine
in which
the customer is urged to push a certain key to select the service desired.
Information gathered during queuing can be used for controlling the service
call as
soon as the service extension line 106 is idle. The call may be placed
directly to a
service provider department or person selected by the customer. Further, the
call may
be attempted to reach directly a service provider department or person
assigned to
serve the customer. The queuing system may also be adapted to cooperate with
the
service provider's information processing system so that the customer
information
about the caller placed in the queue, and identified while being in a queue,
is
displayed on the computer screen of the service provider's customer attendant
simultaneously with the connection of the call to the attendant's telephone
set.
As shown in Fig. 3, when the method is used so that additional information is
requested from the caller during queuing, the call entering the queuing to the
special
number and subsequent switching of calls from the queue to the actual routing
number invokes the following steps:
21 ) Subscriber first places a call from a subscriber connection 1 O l to the
value-added special number and the call is routed to the SSP exchange
102 of the public telephone network.
22) The SSP exchange 102 requests call control instructions from the SCP
server 103. The SCP server 103 initiates the service associated with the
special number and sends instructions to the SSP exchange 102 for con-
trolling the call. The SCP server 103 commands the SSP exchange 102 to
charge the call using a preset queuing rate, e.g., equal to the local call
rate and to direct the call to the VRU 104. The SCP server 103 also gives
the call an identification code such as running or random number by
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which the call can be identified. The SCP server 103 places the call
identification code in a predetermined field of the Signalling Message
Unit to be sent to the SSP exchange 102, e.g., to the Calling Party
Number field, the OCA (Original Called Address) field or the REDI
(Redirecting Number) field. Additionally, the SCP server 103 commands
the SSP exchange 102 to wait for further instructions on handling the
call.
23) The SSP exchange 102 directs the call to the VRU 104 and starts the
charging of the call at a preset queuing rate, e.g., equal to the local call
rate.
24) The control server 107 updates via a communications link provided
between the server 107 and the PBX 105 the information on the status of
1 S the routing number of the called service. The PBX 1 OS submits the
information concerning the status of the routing number by telling the
control server 107 whether the extension line or the hunting group under
the routing number is idle or busy.
25) When any service extension line 106 accessible via the routing number
becomes idle, the control server 107 submits this information to the VRU
104 via the communications link between the server 107 and the VRU
104. Thus, the VRU 104 is furnished with practically realtime
information on the status of the routing number.
26) After receiving the call from the SSP exchange 102, the VRU 104
answers and sends the answer message to the SSP exchange 102. Then,
the SSP exchange 102 starts charging the call at the desired rate. The
VRU 104 stacks the calls according to their arrival time in the queue.
According to its service logic, the VRU 104 requests and records necess-
ary information about the caller. The VRU 104 stores the information
and selections entered by the queuing caller. If the call queuing extends
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past this information gathering phase, the VRU 104 can play queuing
announcements or music to the caller. The queuing call is held connected
to the VRU 104 waiting for an idle line to the routing number. When the
control server indicates a service extension line 106a under the routing
number to be idle, the VRU 104 terminates the call placed thereto by
sending the clear back message to the SSP exchange 102. Thus, the call
control is returned back to the SSP exchange 102.
27) The VRU 104 sends the information gathered from the caller as well as
10 his selections in a given format to the control server 107. By the same
token, the VRU 104 sends the identification code of the call.
28) After receiving the clear back message, the SSP exchange 102 requests
the SCP server 103 for further instructions on handling the call. The
1 S service logic of the SCP server 103 detects the clear back message
situation and commands the SSP exchange 102 to route the call directly
to the routing number of the service at the service provider PBX 105.
Additionally, the SCP server 103 commands the SSP exchange 102 to
start charging the caller at the value-added rate.
29) The SSP exchange 102 routes the call to the PBX 105. When switching
the call, the SSP exchange 102 also complements the Signalling Message
Unit with the call identification code.
30) The PBX 105 addresses the control server 107 that identifies the
subscriber call by its identification code, or alternatively, by its
identification code plus its target number. After the call is identified, the
system complements the call basic data with the caller submitted
information and selections. On the basis of caller-submitted information
and selections, the control server 107 sends to the PBX 105 information
on the service extension line or the service hunt directory number,
respectively, related to the subscriber call. Additionally, the control
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server 107 may command the service provider information system to
initiate service operations required herein.
31 ) The PBX 1 OS directs the call to a service extension line 106a. After
being answered there, the call is subsequently handled as any
conventional call in an intelligent telephone network. Simultaneously,
the call is charged at the rate defined for the provided service.
In the above-described method, the incoming calls to the service are
identified by a
specific call identification code generated internally in the service system.
The
Calling Party Number information conventionally associated with a call is
unsuitable
for use as a call identification code. For instance, using the Calling Line
Identification alone as the call identification code would cause problems in
the case
that a number of simultaneous calls would be placed on the special number via
such
a private branch exchange that, sends the exchange number as the Calling Party
Number in lieu of the full extension number from which a call is placed. This
arrangement can be found in some types of private branch exchanges.
All the above examples have been discussed for a case in which previous calls
are
already queuing for access to the special number. However, a no-queue
situation is
also possible. Also herein, the new call is first directed to the VRU 104
(steps 3; 13;
23). However, if there is no queue in the situations illustrated in Figs. 1
and 2, the
new call can be immediately forwarded in the fashion described in steps S, 6,
7 or 16,
17, 18, respectively. Herewith, no announcements are played to the caller, but
instead, the call is immediately transferred away from under the control of
the VRU
104. This prevents the caller from being subjected to unnecessary waiting.
Also the
method shown in Fig. 3 can be carried out in a similar fashion. Alternatively,
this
method can be applied when desired so that the caller is requested to submit
some
pertinent information prior to the transfer of the call from the control by
the VRU
104.
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Embodiments different from those described above may also be contemplated
within
the scope and spirit of the invention.
In the above-described exemplifying embodiments, the queuing calls were
stacked in
the queue in their order of arrival. However, it is also possible to use
different
criteria of queuing prioritization. For instance, the service provider can
give priority
to calls received from predefined Calling Party Numbers. Thus, calls received
from
the extension numbers of the private access branch exchange of a major
customer,
for instance, may be given priority in the queuing order. If such a
prioritization on
the basis of the Calling Party Number is used in conjunction with the method
shown
in Fig. 3, the Calling Party Number information cannot be ignored at least
entirely
during the formation of the call identification code (step 22). Then, the call
identification code can be stored in some other field than the Calling Party
Number
field. Alternatively, the Calling Party Number or corresponding queuing
priority
information can be embedded in the call identification code written in the
Calling
Party Number field.
The control server may also be adapted to control the function of the service
provider
PBX. Herein, a portion of the exchange functions, that is, of its intelligence
can be
located outside the exchange. Then, the control server is programmed to submit
the
exchange, among other information, with control instructions related to the
service
extension lines. The control server may also handle other enhanced services
implemented in the exchange. Resultingly, the exchange equipment can be
stripped
down to the level of the most basic functions immediately related to call
switching.
The control server and the telephone exchange can be connected to each other
via the
standard TAPI 2.0 interface, for instance.
Obviously, a single VRU can handle the queuing routines of a plurality of
separate
special numbers. Furthermore, the target extensions of the separate special
numbers
handled by a single VRU may be located under separate local switching centers.
AIso a single private branch exchange may contain target extensions of several
special numbers.
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When a method according to the invention is applied to a call which first
queues
connected to a VRU and later is connected to an actual routing number, the
call can
be charged using two separate billing tickets. The first ticket is made for
the call
duration connected to the VRU and the second ticket for the call duration
connected
S to an exchange controlling the call connection to the actual routing number.
However, the caller sees these two contiguous parts of the call as a single
call,
because the call is not released from the calling party side when the
telephone
network actually handles as a separate call the transfer of the call from the
VRU to
the second routing number, that is, to the exchange controlling the service
extension
line. This arrangement allows separate toll ticketing of a call placed to a
special
number with one ticket for the queuing duration and a second ticket for the
duration
of the actual call. Accordingly, this embodiment of the invention facilitates
charging
of a special number call with the queuing and the service durations billed
separately
from each other. Such detailed billing information can be utilized, e.g., for
dividing
the revenues of the service between the telephone network operator and the
service
provider.
The invention may also be applied in conjunction with non-value-added or
entirely
toll-free call services. Herein, the call to the special number is charged at
the local
call rate or is toll-free. Theoretically, the service call duration could be
charged at a
lower rate than the queuing duration. Thus, the invention may also be applied
so that
the calling subscriber connection is billed only for the queuing time during
which the
caller, e.g., has to enter information needed by the provided service, while
the actual
attended part of the call is toll-free.
