Note: Descriptions are shown in the official language in which they were submitted.
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MODULAR DIALING CONTROLLER WITH INTERCHANGEABLE SUBSCRIBER
SERVICE CAPABILITY
'This invention relates to hardware used in the conduct of telephone contact
campaigns, and more
specifically deals with a modular dialing controller which allows for rapid
conversion of the
device for use in environments with different types of outside line
configurations.
BACKGROUND
Telephone communication is a nearly universal method of communication in our
society.
Telephones provide a fast and efficient means for contacting someone at any
time of the day or
night anywhere in the country or even the world. Where large number of people
need to be
contacted, for examrle in telemarketing applications, automated outbound
dialing systems or
used to expedite the contacting as many people as possible by telephone in a
limited time period.
There are three basic components to an automated outbound dialing system.
First, there is a
computer in which a database containing the data records is stored. Second,
there is an
automated dialer into which telephone numbers are downloaded from the host
computer for
automated dialing and thirdly there are human operators to talk to the people
contacted. In the
operation of such a system, a set of telephone numbers are identified in the
computer and are
downloaded into the automated dialer either at the beginning of the work day
or as operators are
available to talk. As soon as human operators are ready to talk, the automated
dialer begins
dialing and proceeds to take the appropriate action as the telephone calls are
answered. The
appropriate action usually consists of transferring the line to a human
operator.
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To date, the majority of the dialing apparatus which have been used to conduct
telemarketing
campaigns of this type are personal computers equipped with dialogic boards.
The dialogic
board is a dialing peripheral which can be connected within or to a PC which
allows for the PC
to dial or answer telephone calls using an operator telephone also connected
to the PC and board.
The problem with using apparatus of this type is that the entire system is
cumbersome and
expensive insofar as a PC with specialized hardware is required by each human
operator.
Furthermore an elaborate computer network system is required. Overall this
type of an
installation is too cumbersome to use in the present day in anything more than
a very small or
very rudimentary installation.
Figure 1 shows one embodiment of a multiline dialing system which employs a
specific
hardware dialer attached to a server computer and a plurality of operator
telephones, as well as a
plurality of telco lines. The basic requirements for a multiline dialer
installation are a plurality of
telephone company phone lines, which can be connected to the 'outside' half of
the dialing
apparatus, and then one or more internal operator telephones, computers or
other operator
stations are connected to the 'inside' half of the dialer circuitry. The
remainder of the dialer
hardware is then used to coordinate the dialing or answering of telephone
calls on the outside
telco lines and connecting those calls to operators staffing the operator
stations internally
connected to the dialer. One type of multiline dialing hardware which is often
used in
telemarketing applications is a predictive dialer. A predictive dialer is a
telephone dialing
system in which outbound calls are automatically placed in anticipation of
telephone agents
becoming available. The predictive dialer system will pace outbound telephone
calls to maintain
a specified target mean connection time as close as possible to those
parameters specified by the
system.
With the increasingly globalized nature of the economy, as well as the
relatively recent
exponential growth in the availability and use of advanced telecommunications
services outside
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of North America, the market for multiline dialing equipment has increased
both for equipment
which is capable of being used in a domestic application of foreign markets,
as well as for use in
the conduct of international telemarketing campaigns. For example, companies
in countries
outside of North America will now conduct telemarketing campaigns to North
America using the
availability of relatively low cost international long distance rates, coupled
with lower labour
rates, to compete favourably with the providers of telemarketing services or
call centre
operations within North America.
One of the problems with the creation of multiline dialing hardware or systems
which can be
used in foreign markets is that of local telephone system compatibility in
those particular
markets. Telephone network infrastructures vary from country to country such
that hardware
which is manufactured to be used in conjunction with North American telco
systems and
standards will not necessarily work in another country or continent. This
provides a limitation to
the marketability of multiline or predictive dialing equipment manufactured
for the North
American market, overseas. In order for a multiline dialing system to work in
the local market, it
must be physically capable of integrating with the telephone network of the
local telephone
system, as well as it must also be adapted to integrate with the dialing
requirements of the local
network. For example, physically speaking the dialer must be capable of
accepting the plugging
in of telephone lines in the specific plug-in format used in the local market -
- for example if a
local telephone network uses an entirely different wiring system, the
multiline dialing hardware
must be capable of plugging into that system, rather than using or providing
only a set of plug-
ins which is capable of accepting the connection of North American style
telephone lines.
Similarly, in addition to meeting local wiring requirements, in order to be
particularly efficient
for use in foreign markets multiline dialing hardware must also be capable of
integrating with the
actual dialing requirements of the local system. For example, while it is
fairly commonplace to
now be able to use tone dialing in the dialing of telephone calls, also known
as the use of DTMF
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signals, to communicate from a telephone handset to the telco CO switch and
provide
instructions or coordinates for the routing of a telephone call, in other
countries it may still be the
case that rotary or pulse dialing is the norm or that some other type of a
tone or communication
method is used between the local telephone handset and any telco switching
equipment in order
to instruct the switching equipment how to best complete the telephone call as
requested by the
user.
If it were possible to provide a multiline dialing system which were easily
adaptable to different
physical connection requirements of telephone systems in foreign markets,
and/or different
dialing methodologies, that multiline dialing system would be better
positioned for sales and use
in those foreign markets.
SUMMARY OF THE INVENTION
It is the object of the present invention to provide a modular dialing
controller which is easily
convertible for use in varying jurisdictions with varying local telephone
company infrastructures
in place.
It is the further object of the present invention to provide a modular dialing
controller which
allows for the rapid conversion of the physical connectivity aspects of the
modular dialing
controller to accept outside telephone line or subscriber service connections
of varying types.
It is the further object of the present invention to provide a modular dialing
controller which
allows for the rapid conversion of the physical connectivity aspects of the
modular dialing
controller to accept subscriber service connections of various types by
including an
interchangeable subscriber service module which can be rapidly removed or
replaced therein,
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which interchangeable subscriber service module will contain all of the
necessary hardware
connections for connection of subscriber services of a particular type to the
modular dialing
controller along with a standardized connection to the remainder of the
modular dialing
controller. The interchangeable subscriber service module would also contain
any other
hardware or components which would be required to convert the analog or
digital signals
received from the particular subscriber service into a standard communications
stream, which by
way of the connection to the remainder of the modular dialing controller could
be seamlessly
integrated into the functionality of the modular dialing controller.
In addition to providing for the rapid physical connectability of outside
telephone subscriber
services of various types to a multiline dialing controller, the modular
dialing controller of the
present invention could also accommodate different local dialing requirements
by also including
on the interchangeable subscriber service module any location or
infrastructure specific
components or other electronic hardware or software required to dial telephone
calls on the
particular type of outside telephone line service which is connected to the
interchangeable
subscriber service module. The modular dialing controller could send the
particulars of
telephone numbers to be dialed to the dialing circuitry or components on the
interchangeable
subscriber service module provided the standardized connection of that card to
the remainder of
the modular dialing controller would accommodate same, and the circuitry and
software
contained on the interchangeable subscriber service module would then be
capable of
interpreting that telephone number information and generating the necessary
dial tones or other
system signals required to initiate a telephone call to that telephone number
and then connect that
telephone call to one of the human operators connected to the inside portion
of the modular
dialing controller.
It will be understood that by providing a modular dialing controller with an
interchangeable
subscriber service module, the rapid convertibility of the modular dialing
system of the present
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invention for use in jurisdictions or locations with varying local telephone
subscriber service or
infrastructure is accomplished.
The interchangeable subscriber service module of the present invention could
simply provide the
capability for a rapid conversion of the physical connectivity of the modular
dialing controller to
the present invention, or by embedding the necessary software and hardware
components on the
interchangeable subscriber service module which are necessary to actually
instigate the dialing of
telephone calls on the local telephone subscriber service and connection of
those calls to the
remainder of the dialing controller through the standardized connection or
interface between the
interchangeable subscriber service module in the remainder of the dialing
controller the utility of
the device could be further improved.
The utility of the interchangeable subscriber service module concept of the
present invention
could be further improved or enhanced by providing an interchangeable
subscriber service
module for use in a modular dialing controller in accordance with the present
invention which
allowed for the connectivity of more than one type of subscriber service to
the system at one
time. It will be understood that in such a case the term 'subscriber service'
as used herein would
encompass the connection of more than one type of subscriber service and/or
the combination of
physical connectivity, circuitry or software which might be required to
accomplish this.
For example, it might be desirable to provide an interchangeable subscriber
service module that
was capable of accepting the input of a plurality of PBX system lines as well
as a plurality of
outside telephone lines.
Another variation on this which could be envisioned would be to allow for the
connection of a
plurality of telephone lines to the interchangeable subscriber service module
as well as one or
more digital computer network lines such as a cable modem or the like, or
other direct
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conductivity to the Internet or other computer network, which would allow for
certain calls to be
conducted using different digital or analog protocols. In this particular
example some local calls
could be dialled on standard local telephone lines, while if there were long
distance telephone
calls to be made the could be accomplished by connecting those particular
calls through the
digital network connection using voice over IP or some other type of a
communications protocol.
The invention, a modular dialing controller for use in the origination of
telephone calls via a
subscriber service and connecting said telephone calls to at least one
operator device, has a main
controller unit and an interchangeable subscriber service module operatively
connectable to said
main controller unit and operatively connectable to a subscriber service. The
subscriber service
is the telco or other service connection through which telephone calls can be
originated by the
controller. The modular controller of this invention is convertible for use
with various individual
types or combinations of types of subscriber services by changing the
interchangeable subscriber
service module. The modular dialing controller can be converted from being
connectable to a
first subscriber service to being connectable to a second subscriber service
by disconnecting a
first interchangeable subscriber service module connectable to said first
subscriber service from
said main controller unit and connecting a second interchangeable subscriber
service module
connectable to said second subscriber service to said main controller unit.
In certain cases the different subscriber services may require different types
of physical
connections, or in other circumstances it may be the case that the physical
connection for one
type of subscriber service is the same as another but that there is additional
or different circuitry
required on the interchangeable subscriber service module to allow for proper
performance on or
in association with the subscriber service in question. It will be understood
that all types of
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connectivity between the interchangeable subscriber service module and the
subscriber service or
services in question or the dialing controller and the subscriber service or
services in question,
and the necessary internal or interface changes which might be necessary to
accommodate the
connection of various types of subscriber services to the module or the
controller, or between the
module and the controller, are contemplated within the scope of the present
invention.
Where it is desired to convert a modular dialing controller of the present
invention from
connection or connectability of a first subscriber service to a seconde
subscriber service, the
second subscriber service might actually be a different type of service than
the first, or it may
also be the same type of service as the first with different call capacity.
For example, one
subscriber service could be a number of individual phone lines, and a second
subscriber service
might be a different number of phone lines.
The interchangeable subscriber service module could be connected to said main
control unit via a
subscriber service module interface. For example, the subscriber service
module interface could
be an internal slot or a cable. It will be understood that various other types
of subscriber service
module interfaces could also be used, so long as they accomplish the goal of
providing a
standardized interface by which interchangeable subscriber service modules
could be interfaced
with the remainder of the dialing controller and any such interface is
contemplated within the
scope of the present invention.
The modular dialing controller of the present invention could be connected in
a conventional
fashion to one or more operator devices, such as telephones, such that once a
call was originated
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by the dialing controller on the subscriber service, that call could be
connected to a free operator
device.
In addition to a convertible modular dialing controoler, there is also
disclosed a customizable
modular dialing controller for use in the origination of telephone calls via a
subscriber service
and connecting said telephone calls to at least one operator device, said
controller being
customizable to be connectable to any of a plurality of subscriber services
and comprising a main
controller unit and one of a plurality of interchangeable subscriber service
modules connectable
to said main controller unit and operatively connectable to one of said
plurality of subscriber
services. This modular dialing controller can be customized to be operatively
connectable to a
desired subscriber service selected from said plurality of subscriber services
by connecting a
corresponding interchangeable subscriber service module that is operatively
connectable to said
desired subscriber services. Again multiple types or combinations of
subscriber services could
be accommodated by the creation of additional types of interchangeable
subscriber service
modules. The dialing controller of the present invention can be converted from
being
connectable to one desired subscriber service to being connectable to a second
desired subscriber
service by disconnecting said one of a plurality of interchangeable subscriber
service modules
from said main controller unit and connecting a second interchangeable
subscriber service
module connectable to said second desired subscriber service to said main
controller unit.
There is also disclosed a modular dialing controller for use in the
origination of telephone calls
via a subscriber service and connecting said telephone calls to at least one
operator device, said
controller comprising a main controller unit; and a subscriber service module
interface connected
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to said main controller unit and connectable to an interchangeable subscriber
service module,
said interchangeable subscriber service module operatively connectable to one
of a plurality of
subscriber services; wherein said modular dialing controller can be converted
from being
connectable to a first subscriber service to being connectable to a second
subscriber service by
disconnecting a first interchangeable subscriber service module connectable to
said first
subscriber service from said subscriber service module interface and
connecting a second
interchangeable subscriber service module connectable to said second
subscriber service to said
subscriber service module interface.
The invention also includes an interchangeable subscriber service module for
use with a modular
dialing controller in the origination of telephone calls via a subscriber
service and connecting
said telephone calls to at least one operator device, said interchangeable
subscriber service
module operatively connectable to one of a plurality of subscriber services
and operatively
connectable to said modular dialing controller , wherein said interchangeable
subscriber service
module can be used to customize said modular dialing controller for connection
to a particular
desired subscriber service by connecting a selected interchangeable subscriber
service module
which is connectable to said selected subscriber service to said modular
dialing controller.
In addition to the dialer itself, the present invention also includes a
modular dialing system for
use in the origination of telephone calls via a subscriber service and
connecting said telephone
calls to at least one operator device, said system comprising a modular
dialing controller
comprising a main controller unit, said main controller having an operator
device interface
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capable of connection to at least one operator device; and an interchangeable
subscriber service
module connected to said main controller unit and operatively connectable to a
subscriber
service. Also included in this system is at least one operator device
operatively connected to said
operator device interface. The modular dialing controller is convertible for
connection to a
different subscriber service by exchanging said interchangeable subscriber
service module with a
different interchangeable subscriber service module capable of connection to
said different
subscriber service.
Finally, the invention also includes a method of customizing a modular dialing
controller to
connect with a desired subscriber service, which comprises the steps of
providing a modular
dialing controller; determining a desired subscriber service; providing an
interchangeable
subscriber service module connectable to said modular dialing controller and
connectable to said
desired subscriber service; and connecting said interchangeable subscriber
service module to said
modular dialing controller.
DESCRIPTION OF THE DRAWINGS:
While the invention is claimed in the concluding portions hereof, preferred
embodiments are
provided in the accompanying detailed description which may be best understood
in conjunction
with the accompanying diagrams where like parts in each of the several
diagrams are labelled
with like numbers, and where:
Figure 1 is a block diagram illustrating the hardware of a dialing environment
as is
presently known in the art.
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Figure 2 is a block diagram illustrating one embodiment of a modular dialing
controller in
accordance with the present invention.
Figure 3 is a block diagram illustrating the hardware of a dialing environment
using a
modular dialing controller in accordance with the present invention.
Figure 4a is a block diagram illustrating an embodiment of a modular dialing
controller
with a first interchangeable subscriber service module that connects to a
first subscriber
service.
Figure 4b is a block diagram illustrating the same embodiment of a modular
dialing
controller as illustrated in Figure 4a, but with a second interchangeable
subscriber
module that connects to a second subscriber service.
Figure Sa is a block diagram of one embodiment of a modular dialing controller
with an
interchangeable subscriber service module controller connected internally by a
slot.
Figure Sb is a block diagram of another embodiment of a modular dialing
controller with
the interchangeable subscriber service module connected externally by a cable.
Figure 6 is a block diagram illustrating an embodiment of a modular dialing
controller
with an interchangeable subscriber service module with connections to two
different
types of subscriber services.
DETAILED DESCRIPTION OF THE ILLUSTRATED EMBODIMENTS:
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One type of a specific hardware dialer system which avoids many of the
complexities and cost
considerations associated with the establishment of a call centre system using
the dialogic board
method outlined above is outlined in Figure 1 hereto. The dialer system shown
in Figure 1
includes a central computer [7] in which a database of telephone numbers and
other calling data
would be contained, which is operatively connected to a dialing controller [ 1
]. The dialing
controller [1] of Figure 1 is connected to a subscriber service [2] with eight
telephone lines using
a subscriber service interface [3]. In this particular case six standard
telephones, being the
operator devices [4], are connected to the dialing controller [ 1 ] via an
operator devices interface
[5]. This type of dialing controller is designed for rapid installation in the
North American
telemarketing environment, insofar as the only steps that are required to get
the dialing hardware
connected for running are to connect the subscriber service [2] as delivered
by the telco to the
site to the dialing controller [1] using the standard RJ11/14 jacks or plugs
provided thereon, and
similarly to connect the operator devices [4] to the dialing controller [ 1 ]
as well. The only other
steps involved in getting this particular dialing controller [ 1 ] operating
would be to install the
necessary software on the central computer [7] and establish communications
between the
central computer [7] and the dialing controller [ 1 ].
The dialing controller [ 1 ] demonstrated in Figure 1 is a hardware dialing
controller, versus the
distributed network of PCs using dialogic boards or the like, described in
basic detail in the
description above. The convertibility or customizable nature of the dialing
controller of the
present invention can be demonstrated in relation to either the prior art
hardware dialing system
outlined in Figure 1, or in relation to others as outlined further herein.
Figure 2 is a block diagram illustrating an embodiment of a modular dialing
controller [ 10] in
accordance with the present invention. The modular dialing controller [ 10]
has a main controller
unit [ 11 ] and an interchangeable subscriber service module [ 12] that are
operably connected by a
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subscriber service module interface [ 15]. The interchangeable subscriber
service module [ 12] is
connectable to a subscriber service (not shown). The subscriber service could
be any of type of
service, with any physical connection and number of individual lines or it
could be any
combination of lines of more than one type of service and/or physical
connections. For any
specific application there would be a desired subscriber interface which would
consist of a
specific type of service, physical connection and number of incoming lines or
a specific
combination of types of service, physical connections and number of incoming
lines.
Optionally, the modular dialing controller [ 10] might have a central computer
interface [8]
capable of connecting to a computer (not shown) and an operator device
interface [5] capable of
connecting to a number of operator devices (not shown).
Figure 3 is a block diagram illustrating the hardware of a dialing environment
using a modular
dialing controller [10] as contemplated within the present environment.
Although in most
instances the dialing environment would consist of multiple lines, it is
contemplated by the
present invention that there may be cases where only one physical line would
be necessary or
desired, such as in the case of a computer network connection allowing voice
over IP. Similar to
the dialing environment illustrated in Figure 1, the present system includes a
computer [7] in
which a database of telephone numbers and other calling data could be
contained, which is
operatively connected to a modular dialing controller [10]. In this particular
case two standard
telephones, being the operator devices [4], are shown connected to the modular
dialing controller
[10] via an operator devices interface [5]. However, differing from the system
illustrated in
Figure 1, the modular dialing controller [10] is the modular controller
illustrated in Figure 2.
The modular controller includes the main unit controller [ 11 ] and the
interchangeable
subscription module [ 12] to a subscriber service with five telephone lines
using a subscriber
service interface [3] that is located on the interchangeable subscriber module
interface [12].
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The modular dialing controller [ 10] is similar to the dialing controller [ 1
] shown in Figure 1,
insofar as the internal switching hardware and hardware for connection to a
central computer [7)
and operator telephones [4] is concerned, but the connectivity components for
the connection of
the outside subscriber service [2] to the modular dialing controller [ 10] are
located on an
interchangeable subscriber service module [ 12] which can be removed and
exchanged allowing
for the reconfiguration of the modular dialing controller [ 10] of the present
invention to interface
with more or different types of subscriber telephone lines or telephone
service [2], if necessary.
A subscriber service [2] is a set number of lines with specific service types
and physical
connections. A subscriber service [2] could also be a combination of a number
of lines of a
certain service and physical connection with another number of lines with a
different service
connection or physical connection.
For example, referring to the embodiment of Figure 1, it is envisioned that to
provide a similar
capacity modular dialing controller [10] the RJ11/145 connection ports and
other necessary
circuitry and connecting hardware to connect the modular dialing controller [
1 ) itself to the
subscriber service [2] would all be placed on the removable interchangeable
subscriber service
module [ 12). The modular dialing controller [ 10) of the present invention
could then be sold
with that eight line interchangeable subscriber service module [ 12] in place,
or alternatively the
vendor could stock the modular dialing controller [10] without the
interchangeable subscriber
service module [ 12) in place and the interchangeable subscriber service
module [ 12] could be
placed in the modulax dialing controller [ 10] at the time of sale such that
different
interchangeable subscriber service modules [ 12] could be sold relatively
quickly. This would
allow for quick reconfiguration of modular dialing controllers [ 1 ] for sale
which would meet
individual customer's connectivity requirements and capacity needs.
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In terms of division of the functionality of the modular dialing controller [
10] of Figure 2 into
two severable function groups, one embodiment of the present invention will be
explained,
giving an example of a possible division. The first group of functions of the
modular dialing
controller [ 10], which would remain within the scope of the hardware
functionality of the main
controller unit [11], would potentially be the connectivity of telephone calls
to the operator
devices [4] and facilitating ongoing communication between the modular dialing
controller [ 10]
itself and the operator devices [4], as well as the receipt and handling of
any particular dialing
instructions or dialing data from a central computer [7] or other storage
medium or memory bank
of dialing instructions or coordinates which might be also connected to the
modular dialing
controller [ 10]. The main controller unit [ 11 ] hardware would also hand off
dialing control
instructions or control signals to the interchangeable subscriber service
module [12] for the
dialing of telephone calls on the subscriber lines or subscriber telephone
service [2] connected to
the interchangeable subscriber service module [ 12], as well as to potentially
receive the
connection of incoming telephone calls from the interchangeable subscriber
service module [ 12]
and facilitate the connections thereof to the operator devices [4] for
handling by the human
operators on the system.
The second group of functions of a modular dialing controller [ 10] which
would be carried out
by the interchangeable subscriber service module [ 12] would be the actual
dialing or instigation
of telephone calls on the subscriber service [2]. Also, the interchangeable
subscriber service
module [ 12] would be responsible for the actual physical connection between
the modular
dialing controller [10] itself and the subscriber service [2]. Finally, the
functionality in this case
would also include standardizing the input format of calls instigated or made
on the subscriber
services [2] of various types into a standard format for handing off to main
control unit [ 11 ] and
operator devices via a standard connection or subscriber service module
interface [ 15] between
the interchangeable subscriber service module [12] and the main controller
unit [11].
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It is particularly contemplated that the modular dialing controller [ 10] of
the present invention
might be digital hardware. It will be understood that with necessary
modifications, the method
and system of the present invention can also be practiced with an analog
control unit but for the
sake of description herein is assumed that the modular dialing controller [
10] itself is a digital
hardware piece. It will be understood however that the system method of the
present invention
could with the necessary modifications be practiced in either digital or
analog hardware
environments and both such scenarios are contemplated within the scope of the
present
invention.
In any event, in the case of a digital modular dialing controller [ 10], where
the connection of
calls between the outside subscriber service [2] and the internal operator
devices [4] is done
using digital voice or data streams, it will be understood that at the core of
the system of the
present invention would be the selection of any particular standard voice or
data stream format
which could be used by the modular dialing controller [10] in routing or
otherwise handling the
connection of outside telephone calls via a subscriber service [2] connected
to the
interchangeable subscriber service module [ 12] with an operator device [4]
inside the calling
environment connected to the modular dialing controller [12].
It would be necessary then either on or in conjunction with the
interchangeable subscriber
service module [12] to provide the interchangeable subscriber service module
[12] with the
ability to translate telephone calls or voice data received on incoming calls
or calls connected via
the outside subscriber telephone service connected to the interchangeable
subscriber service
module [12] into a standard communication protocol or data format for passing
off for
connection of those telephone calls to an operator telephone inside the
calling environment by
handing that telephone call off to the main control unit [11] via the
subscriber service module
interface [15] between the interchangeable subscriber service module [12] and
the main control
unit [ 11 ] . For example, a standard digital voice protocol might be selected
as the standard
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protocol for use by the modular dialing controller [ 10] of the present
invention. In that case, the
interchangeable subscriber service module [12] itself or other hardware
associated therewith,
along with any necessary software components as well, would need to perform
the function of
translating the contents of the telephone call as connected by the modular
dialing controller [ 10]
through the interchangeable subscriber service module [12] as well as any
ongoing conversation
between the particular operator telephone switch and that particular outside
telephone call as
connected into that selected standard digital voice protocol. In order to
render the modular
dialing controller [10] adaptable to different types of outside subscriber
service [2], the
alternative interchangeable subscriber service modules [ 12] which would be
manufactured for
use with other types of outside subscriber service [2] along with containing
the other necessary
hardware or software components thereon or in association therewith to
basically perform the
same function of translating telephone calls made on those types of outside
subscriber service [2]
again into the same standard digital voice format chosen as the standard upon
which the modular
dialing controller [ 10] platform is based.
For example, where it is desirable to provide an interchangeable subscription
module [ 12] which
would allow the modular dialing controller [ 10] of the present invention to
be connected to
standard POTS telephone lines, the interchangeable subscriber service module [
12] which is
designed to accommodate this might include hardware or software components
which would
effectively convert the analog signal from those POTS telephone lines as calls
are connected
thereon into the standard digital format chosen for use in the internal
environment of the modular
dialing controller [10] and its associated operator devices [4]. In another
embodiment where it is
desired to use the modular dialing controller [ 10] and method of the present
invention in, for
example, a PBX digital telephone environment, the interchangeable subscriber
service module
[ 12] used in those circumstances could contain the necessary hardware or
software to convert or
directly translate telephone calls made in that digital environment for use in
the environment of
the present invention or to trigger or initiate calls through or directly by
the PBX switch. In
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either case, it will be understood that the function of the interchangeable
subscriber service
module [12] as a card or component, would be to provide connectivity to
various types of
subscriber telephone service [2] for the purpose of making telephone calls
thereon, and when
telephone calls were made or connected using those various types of subscriber
service [2], to
translate them all into a standard format for use by the modular dialing
controller [10] in
connection to the operator devices [4].
It will also be understood that there might be a situation in which it would
be desirable to convert
the outside subscriber service [2] calls into analog telephone calls if it
were desired to use analog
telephones as operator devices [4] in the calling environment of the modular
dialing controller
[10]. It will be understood that the selection of any type of a standard
format or protocol for
telephone calls made within the system method of the present invention is
contemplated within
the scope hereof.
In addition to translating the actual signals taking place during a telephone
call, the
interchangeable subscriber service module [12] of the present invention might
also have
contained thereon the necessary components to enable the interchangeable
subscriber service
module [ 12] to actually instigate and connect telephone calls using the
subscriber service [2]
connected thereto. If the interchangeable subscriber service module [12] were
to be connected to
a digital telephone system the only components which might be required would
be circuitry or
components capable of receiving, via the subscriber service module interface
[15], from the main
control unit [ 11 ], telephone numbers or other telephone dialing data from
the modular dialing
controller [ 10], which itself may have in turn received that information from
a central computer
[7] elsewhere by a connection [6] of some type, and those components would
then need to be
capable simply of triggering the "picking up" of a digital telephone line
attached to the
interchangeable subscriber service module [ 12] and/or then sending the
necessary digital dialing
instructions to the PBX or digital switch to allow for the dialing of the
telephone call on that
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particular line. In a digital environment it can also be envisioned that there
may be a separate
connection to go to the switching equipment such that in another type of a
phone system the
control commands from the modular dialing controller [ 10] to the switch would
actually be sent
by a separate network connection and then the necessary connections between
the switch and the
lines connected to the modular dialing controller [ 10] via the
interchangeable subscriber service
module [ 12] would take place in that fashion. For example, in that type of a
situation, the
interchangeable subscriber service module [ 12] might receive information from
the modular
dialing controller [ 12] regarding a number to be called and might by way of
its separate network
connection to the telephone system's switch send the instructions to dial a
call and the switch
would then dial the call and connect the call back to one of the incoming
lines on the
interchangeable subscriber module [12].
In another example, where simple outside telephone lines were used, the
interchangeable
subscriber service module [12] might contain the necessary circuitry or
control functions to
effectively "pick up" a free telephone line and send the necessary DTMF,
rotary or pulse dial or
other signals on that line to the telco switch, resulting in the completion of
a telephone call in
that fashion. Once the telephone call was dialled or instigated, the signal or
call on that
particular line or that particular portion of the connected service could then
be handed off to the
main controller unit [ 11 ] by way of the subscriber module interface [ 15],
in its standardized
format, for connection to an operator device [4].
Referring to Figure 4a, this Figure illustrates an embodiment of a modular
dialing controller [ 10]
which is configured with a first interchangeable subscriber module [12a] that
connects to a first
subscriber service [2a]. Now referring to Figure 4b, the same modular dialing
controller [10] is
shown, however, the modular dialing controller [10] has been reconfigured to
connect to a
second subscriber service [2b] by replacing the first interchangeable
subscriber service module
with a second interchangeable subscriber module [12b). The first subscriber
service [2a] and the
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second subscriber service [2b] can differ either in the physical connection
required to access the
services or in the type of service that is provided.
In addition to providing for the ability to relatively quickly convert the
modular dialing controller
[ 10] of the present invention for use with various types of analog telephone
service, the
interchangeable subscriber service module [ 12] concept of the present
invention is also exciting
in terms of the functionality which it provides in terms of connectivity of
the device of the
present invention to various new types of digital communications services as
well. For example,
an interchangeable subscriber service module [12] could be created which would
connect
directly to a T1 line or make some other type of a computer network connection
and could then
instigate calls using voice over IP or some other type of a digital telephony
protocol. In this
instance, while the modular dialing controller [ 10] would be able to
instigate and connect a
number of calls at one time, the computer network connection that makes up the
subscriber
service [2] could consist of only a single physical line.
It will be understood that any type of communication protocol in terms of an
outside
communication or telephone subscriber service is contemplated within the scope
of the present
invention. Any such type of a outside telephone service or line could be
accommodated by
producing an interchangeable subscriber service module [12] which could be
connected thereto
and which interchangeable subscriber service module [ 12] would have the
necessary capability
to receive or make telephone calls using that type of a subscriber service [2J
and standardize
those calls for connection via the main control unit [ 11 ] to operator
devices [4] connected to or in
communication therewith. The interchangeable subscriber service module [ 12]
can also contain
any other supplemental hardware or software components which were required to
instigate
telephone calling in a particular environment or location. It can even be
envisioned that there
might be different types of interchangeable subscriber service modules [12]
with the same types
of physical connectivity which had different components or circuitry
associated therewith since a
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particular local telephone company or service provider used a different method
of instigating
telephone calls but still used the same type of a delivery method.
The interchangeable subscriber service module [ 12] of the system of the
present invention would
be connected to the main controller unit [ 11 ] by some type of a standard
connection or subscriber
service module interface [15]. This subscriber service module interface [15]
or bus could either
physically comprise a slot as shown in Figure Sa or a cable connector as shown
in Figure Sb or
the like for connection of the interchangeable subscriber service module [ 12]
to the main
controller unit [ 11 ] of the modular dialing controller [ 10].
It will be understood the various types of physical connectors or connection
methods could be
used as the subscriber service module interface [15] to connect the hardware
of the
interchangeable subscriber service module [ 12] to the hardware of the main
controller unit [ 11 ]
and all such physical connectivity methods are contemplated within the scope
of the present
invention.
The modular dialing controller [ 10] of the present invention would, in
addition to providing
connections and support for the plurality of operator devices [4] and or
providing a connection
[6] for communication between the modular dialing controller [ 10] of the
invention, be
connectable to a controller computer [7] containing a database of telephone
numbers and other
calling information. It will be understood that physically speaking the
interchangeable
subscriber service module [ 12] of the present invention can either take the
form of an actual card
which could be placed in a slot on the modular dialing controller [ 10], or
alternatively might also
constitute a separate module which would be connected to the main unit [11] by
way of a cable
or in some other fashion. It will be understood that the functionality would
be the same in either
event and that both such approaches are contemplated within the scope of the
present invention.
In order to accommodate an interchangeable subscriber service module [12], the
modular dialing
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controller [ 10] itself would need to be provided with a slot or other
mounting means for the
attachment of the interchangeable connectivity hardware.
The present invention provides a modular dialing controller [ 10] which has an
interchangeable
subscriber service module [12] which can be exchanged to provide for different
types or levels of
outside telephone network conductivity to the modular dialing controller [10]
and ergo the
human operators thereon. One type of an extended flexibility which this
interchangeable
subscriber service module [12] concept could offer to even a modular dialing
controller [10] used
in a typical North American dialing environment, would be to allow for the
ability to expand the
outside line capacity of the modular dialing controller [10] without upgrading
all of the
hardware. For example, refernng to Figures 4a and 4b, if a user were to
originally purchase a
modular dialing controller [ 10] in accordance with the present invention that
was capable of
connecting to a first subscriber service [2a] that had four outside subscriber
telephone lines, that
is to say the modular dialing controller [ 10] contained a first
interchangeable subscriber service
module [ 12a] with connections thereon for four subscriber telephone lines and
they later wished
to upgrade the modular dialing controller [ 10] to connect to a second
subscriber service [2b] that
provided that same type of service, but had eight subscriber telephone lines,
it would be possible
within the system and method of the present invention. The upgraded modular
dialing controller
[ 10] will not need any more internal capacity but will have more outside
lines available.
This upgrade can be achieved using the system and method of the present
invention by removing
the first interchangeable subscriber service module [ 12a] and connecting a
second
interchangeable subscriber service module [12b] with, for example, eight
subscriber line ports
rather than four which would then allow for the connection of an additional
four subscriber
telephone lines to the controller. This would not require an upgrade of the
entire hardware but
rather just the exchange of the first interchangeable subscriber service
module [ 12a] with the
second interchangeable subscriber service module [ 12b], which would have
eight instead of four
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connections for subscriber telephone lines thereon, as well as all of the
other necessary hardware
or software components to provide access to those additional subscriber
telephone lines to the
main controller unit [11] via the subscriber module interface [15] and the
second interchangeable
subscriber service module [12b].
The system and method of the present invention could be used with a predictive
dialer as well as
with a standard multiline dialing controller which did not employ predictive
dialing logic. The
utility of the present invention in either dialing environment will be obvious
to one skilled in the
art.
As outlined in further detail above, in addition to providing the ability to
connect the modular
dialing controller [10] of the present invention to different types of
subscriber service [2], the
interchangeable nature of the interchangeable subscriber module [ 12] of the
present invention
can also allow for the interchangeable extension of the outside line capacity
of the modular
dialing controller [10] of the present invention. For example, interchangeable
subscriber service
modules [12] could be produced which would simply provide access to more
outside telephone
lines, rather than telephone lines of different types, as outlined above. It
can also be envisioned
that interchangeable subscriber service modules [ 12] could be produced which
would allow for
the connection of the modulax dialing controller [10] of the present invention
to multiple types of
subscriber telephone service at the same time. Figure 6 shows an embodiment of
the dialing
controller [ 10] where the interchangeable service module [ 12] allows the
modular dialing
controller [ 10] to connect to a subscriber service [2] that consists of a
combination of several
normal telephone lines [20] thereon, as well as a connection to some type of
digital or computer
network service [21 ] which would allow for the making of some calls using the
normal telephone
lines [20] and some calls using the digital service [21 ]. Again it will be
understood that all such
modifications such as these are contemplated within the scope of the present
invention.
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There is also disclosed herein a method of making telephone calls in a
standardized dialing
environment which would comprise the provision and the use of the modular
dialing controller
[ 10] and interchangeable subscriber service module [ 12] or module such as
that described herein.
Specifically, the method of facilitating calling in this type of environment
would comprise
providing a modular dialing controller [ 10] with an interchangeable
subscriber service module
[ 12], such as outlined in more detail herein.
Also there is disclosed herein a method of customizing a modular dialing
controller [ 10] to
connect with a desired subscriber service [2]. A modular dialing controller
[10] would be
provided without an attached interchangeable subscriber service module [12]. A
desired
subscriber service [2] would then be determined. This desired subscriber
service [2] would
comprise a type of service, physical connection and number of lines or any
combination of types
of services and number of lines for each. Next an interchangeable subscriber
service module
[12] that is connectable to the desired subscriber service [2] would be
selected. This
interchangeable subscriber service module [ 12] would then be connected to the
modular dialing
controller [ 10]. Connecting the interchangeable subscriber service module [
12] to the modular
dialing controller [10] would have the operative effect of making the modular
dialing controller
[10] connectable, via the interchangeable subscriber service module [12], to
the desired
subscriber service. Using this method the modular dialing controller [10] can
be customizable
for connection to any of a number of different subscriber services [2] by
selecting and
connecting the appropriate interchangeable subscriber service module [12].
Thus it can be seen that the invention accomplishes all of its stated
objectives. The foregoing is
considered as illustrative only of the principles of the invention. Further,
since numerous
changes and modifications will readily occur to those skilled in the art, it
is not desired to limit
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the invention to the exact construction and operation shown and described, and
accordingly, all
such suitable changes or modifications in structure or operation which may be
resorted to are
intended to fall within the scope of the claimed invention.
