WO1999060799A1

WO1999060799A1 - Method for updating call control and for controlling incoming calls

Info

Publication number: WO1999060799A1
Application number: PCT/FI1999/000419
Authority: WO
Inventors: Lauri Isotalo
Original assignee: Elisa Communications Oyj
Priority date: 1998-05-15
Filing date: 1999-05-14
Publication date: 1999-11-25
Also published as: FI981094A; FI981094A0; DE19983206T1; FI113230B; SE0004119L; SE0004119D0

Abstract

The invention relates to a method for updating a telephone service. In the method, update data are received with the aid of a server (5, 6, 7), transferred from server (5, 6, 7) to a service database (4), and saved in service database (4). The invention also relates to a method for processing incoming calls to a telephone service number. In this method, an incoming call is taken under the control of IN telephone network (2, 3) and, to route the call ahead, at least one call processing query is made from IN telephone network (2, 3) to service database (4) connected to the IN telephone network (2, 3).

Description

Method for Updating Call Control and for Controlling Incoming Calls

The present invention relates to a method according to the preamble of Claim 1.

Methods of this kind are used to update telephone call processing by means of telephone networks based on intelligent network (IN) architecture. In particular, the method is used to implement the updating of the operation of service numbers utilizing IN-based telephone systems. The method permits the updating of operations such as call routing, switching on, switching off, time-dependent-logic call routing, charging, call barring operations, customer lists, billing data, and various reports. The method can also be used correspondingly in connection with other numbers, such as virtual call centres, which require highly-advanced call routing operations, and, at an appropriate scale, to update the control of private telephone connections.

The invention also relates to a method according to the preamble of Claim 9.

Methods of this kind are used to route incoming calls to telephone numbers controlled in the manner described above.

According to the state of the art, a service producer can influence the structure, operation, billing, statistics collection, and reporting of its telephone number, through its tele-operator, which uses an intelligent network. An intelligent network (IN) comprises a telephone network, service switching points (SSPs) controlling the connections, and service control point (SCP) databases controlling the SSPs. Service-number services are implemented by programming the desired operations into the SCP, from which the computer operating the database retrieves the operational algorithms necessary to implement the service. The contents of the database can be altered using dedicated applications, which are only available to telephone service operators. For security reasons, outside parties cannot even be permitted to make changes to the SCP. This is because the SCPs control the operation of the intelligent telephone network. Correct operation of the SCP is essential for fault-free call routing and billing, making an external person operating in the SCP a risk to the operation of the entire telephone traffic controlled by the SCP. For these reasons, all random or regular alterations to service operations, with the exception of so-called 'follow-me' type supplementary services, can only be made with the assistance of the tele-operator's personnel and systems. A 'follow-me' service refers to a service in which a telephone service producer can, through its own telephone, change only the destination number to which calls made to the service number are routed. Changes made in the destination number are recorded in the SCP. Changing the destination number corresponds mainly to a call diversion, allowing the entry of new destination numbers in the SCP by means of a user interface under the tele-operator's control to be arranged, without endangering the operation of the telephone network.

A drawback in the state of the art is that a service producer has very few possibilities to influence its own service numbers actively and in real-time. The aforementioned 'follow-me' supplementary service offers a service producer only very limited opportunities to control its service numbers. In addition, the user interface of a 'follow- me' service is a fairly primitive way to control calls, as the service's user interface is based on voice announcements played to the service producer and on tone-frequency key entries received from it.

In addition, the control of a service number through the personnel and systems of a tele- operator also does not meet a service producer's rapidly changing requirements for the independent design, construction, and maintenance of service-number, routing times, logic, charge classes, traffic barrier services, user lists, billing data, statistics collection, and reporting.

In addition, the use of the known art is often impeded and complicated by the fact that the service producer must, for example, always check the operation of the control logic or reporting service through the tele-operator.

The invention is intended to eliminate the drawbacks of the state of the art disclosed above and for this purpose to create an entirely new type of method for updating call processing. The invention is also intended to create an entirely new type of method for routing incoming calls to a telephone number. The invention is based on at least some of the processing parameters for incoming telephone traffic to a telephone number being entered in a service database, instead of in an SCP.

In this case, when the SCP processes incoming calls, it makes the necessary service parameter queries from the service database and processes the call by means of its routing routines, according to the parameters it has retrieved from the service database. The invention is also based on the installation in the service database of an easy-to-use user interface, which service producers themselves can use through, e.g., the Internet, a touch-tone telephone, a fax, or a mobile phone. This allows telephone service producers to, for example, independently update the routing parameters of the telephone numbers they control.

More specifically, the updating method according to the invention is characterized by what is stated in the characterizing section of Claim 1. Correspondingly, the routing method according to the invention is characterized by what is stated in the characterizing section of Claim 9.

Considerable advantages are gained with the aid of the invention.

The invention gives a service producer considerably greater independence in controlling the logic, data, reporting, and billing of its own service numbers, compared to the known art. The invention also has preferred embodiments, by means of which a service producer can itself experiment, through a user interface, with new ways to control its service operations, such as weekly, daily time, or peak-period control logic, to group its own customers, or to examine its service number traffic and bill accumulation. This permits the basic control of service number operations and their testing to be carried out independently by a service producer, without having to contact the tele-operator. If a tele-operator alters the operation of intelligent network numbers, costs arise to the service producer. This easily leads to a situation, in which the service producer cannot and will not experiment with new, perhaps considerably better and more efficient, methods of control. Application of the preferred embodiment of the invention allows the tele-operator to offer the service producer excellent opportunities and tools for analysing its own service number traffic, for making changes to it, and for observing the effects of such changes.

From the tele-operator's point of view, the advantages include the improved services offered to customers and the release of the tele-operator's own personnel resources from programming service numbers. The invention allows the implementation of secure update services.

In the following, the invention is examined with the aid of examples and with reference to the accompanying drawing.

The drawing shows diagrammatically the use of one method according to the invention, in connection with one possible LN-based system.

The drawing shows an IN-based telephone system and the related telephone network, comprising a telephone connection 1, the telephone network's SSP (Service Switching Point) 2 closest to telephone connection 1, an SCP (Service Control Point) 3 controlling SSP 2, a service database 4 connected to SCP 3, an Internet server 5 connected to service database 4, an IVR (Interactive Voice ResponseVFAX server 6 connected to service database 4, and GSM server 7 connected to service database 4. In addition, the drawing shows a public telephone network 11 connected to the SSP 2, an Internet data network terminal device 8 connected to the Internet server 5, a tone-frequency-dial telephone 9 connected to IVR/FAX server 6, and a GSM mobile-phone network terminal device 10 connected to GSM server 7.

The drawing also shows, by means of arrows, the operation between the above devices.

The service database 4 is located in a server, which comprises at least memory devices, in which the data and management software contained in the database can be stored, as well as devices for managing the memory and for carrying out the requisite operations. The server also comprises connections, by means of which it can contact the server controlling SCP 3, and with customer terminal devices 8, 9, 10. Contact with customer terminal devices 8, 9, 10 can be implemented, for example, through servers 5, 6, 7.

The following measures are carried out when a call to the service producer's service number is processed by a system according to the drawing: Subscriber 1 of the public telephone network calls the service number, whereupon the call is routed to SSP 2.

SSP 2 detects that the call requires IN control and transmits data on this to SCP 3.

SCP 3 detects that the call has been made to a service number, the management of the service logic of which is the responsibility of the service producer itself. SCP 3 queries the service database 4.

Service database 4 accesses the call processing logic corresponding to the service number and transmits the appropriate call processing commands to SCP 3.

SCP 3 forms call processing commands, according to the commands it received from the service database and its own routines, for transmission to SSP 2.

SCP 3 returns call processing, along with the necessary commands, to SSP 2, which in turn routes the call to the correct destination number.

In the control method according to the invention, SCP 3 makes a further query concerning the service producer's service number to the separate service database 4. Thus, in this respect, the operation of SCP 3 differs considerably from known IN systems, in which SCP 3 independently controls the processing of calls. According to the invention, only the tele-operator's ready-to-use, low-level, sub-program routines and the 'building blocks' available to the service producer are kept in SCP 3. The operation of these sub-program routines and 'building blocks' can, in turn, be parametricized, so that they thus form a basis for the high-level service programming and management that takes place in the service database.

In service database 4, the service producer maintains the high-level service program and management. Service programming by the service producer takes place using the low- level sub-program routines and 'building blocks' defined by the tele-operator itself. The service in service database 4 is thus actually a logic tree, with references to the above sub-program routines and 'building blocks', parametricized by the service producer itself. The service producer's service-number-specific data are also maintained in service database 4. The service producer itself can then provision a new service number in the logic that it has designed and constructed. Correspondingly, the service producer can itself alter the operation of a service number and disconnect numbers, by operating through a suitable user interface of service database 4.

The service producer itself can manage such operations as the activation of service numbers, their de-activation, control times, and logic, the charging classes used, traffic barrier services, user lists, billing data, and matters concerning reporting, through a separate user interface. This takes place by means of a server 5, 6, 7. Server 5, 6, 7 provides the service producer with a user interface and tools for the high-level programming referred to above and for service provisioning and management. Provisioning refers to the activation, de-activation, and number changes of service numbers. In addition, the service producer can use this interface to examine its service billing and traffic reporting. In a preferred embodiment, data can be easily accessed through the user interface for further processing in the service producer's other applications.

The service producer's primary tool for managing its operations, such a call routing logic, data, reporting, and/or billing, is preferably an Internet-based user interface, which permits at least the following advantageous characteristics to be realized:

- The user of an update service, usually the service producer, can be identified on the basis of a user-name and password. If desired, more advanced Internet authentication procedures can also be used.

Easy implementation and operation of various user profile and user rights levels.

- An illustrated, instructive program can be made for service logic construction.

The service producer can test the operation of its service logic.

When desired, the service logic can be activated or de-activated. It is possible to control the provisioning and alteration of data for individual service numbers.

Service-number-specific reports can be defined, managed, and/or printed out through the user interface.

Service-number-specific billing can be defined and printed out through the user interface.

The following are some of the procedures carried out when communicating with the service database by means of the Internet:

- The service producer uses its Internet terminal device 8 to contact Internet server 5.

Internet server 5 requests service producer's user-name and password, or verifies the identity of the service producer in some other suitable manner.

Internet server 5 opens the update service of the service number operations.

- If the service producer is entitled to control several service numbers, Internet server 5 requests the service producer to define the service number or service numbers, which it wishes to update on this occasion.

The service producer makes the alterations it wants to the service number processing. The update service for making these alterations can comprise, for example, menus, forms, and/or tables, which can be completed and altered by means of Internet terminal device 8. The currently valid selections can also be examined from these tables. The updating forms preferably only permit the service producer to update the fields within them to which the tele-operator has granted the service producer updating rights. However, the updating form can also display other service number parameters, even though these are not meant to be edited. Once the service produced has updated the desired data relating to the service number, Internet server 5 may request it to confirm the alterations to be made. Internet server 5 also checks whether the alterations can be implemented. Once the alterations have been confirmed, Internet server 5 updates the alterations in service database 4, after which the alterations come into force.

The updating program of Internet server 5 may also contain service logic testing procedures. If the service producer has made alterations to its service number's service logic, and wishes to test the alterations, Internet server 5 may initiate a testing program, which simulates the operation of the service logic of the service number.

If the service producer wishes to activate or de-activate its service number or a specific service logic, it can do so, for example, by clicking on the updating program's activation boxes for each operation.

If information is desired, for example, on the call traffic or call charge accumulations of its service number or service numbers, the service producer can use the reporting program of Internet server 5. The reporting program may include functions, which permit the ordering of data on, e.g., the numbers of calls made and served, the distribution of their duration, their distributions at different times of day, and billing. The report can be saved, for example, in the service producer's Internet terminal device 8, printed as a paper copy, or sent at regular intervals by mail or e-mail. In the preferred embodiment, the service producer can relatively freely define the reporting parameters it wishes, as well as the form of presentation, and define the form of delivery and reporting interval of the report it wishes.

If it so desires, the service producer can, in a manner similar to that described above, also alter the service charge of its service number. However, changes can only be made within the limits permitted by the tele-operator. The first alternative method of updating the data in service database 4 is updating through an IVR/FAX server 6. The IVR/FAX server 6 can be connected, for example, through a conventional tone-frequency-dial telephone or a fax. If IVR/FAX server 6 is used for two-way communication between the service producer and service database 4, it is preferable to incorporate an interactive voice response unit in IVR FAX server 6. A tone-frequency-dial telephone can be used to key in the desired data and commands, e.g., as responses to queries presented by IVR/FAX server 6, according to its interface logic. A fax can be utilized in communications between the service producer and service database 4, for example, so that IVR/FAX server 6 sends the reports ordered by the service producer to the service producer's fax. In principle, it is also possible to send command series by fax, to be read by IVR/FAX server 6.

To a limited extent, it is possible for the service producer to manage the logic, data, reporting, and billing of its service numbers through a user interface based on the use of IVR/FAX server 6 and a related interactive voice response unit. The limitation arises from the fact that entering commands by keying them in on a tone-frequency-dial telephone is very slow compared with Internet-based applications. However, an IVR/FAX server 6 user interface permits advantageously at least the following operations or properties:

user (service producer) identification,

- various user profiles and levels of user rights,

a limited degree of management of service-number-specific data provisioning and alteration,

a limited degree of definition, management, and/or printing of reporting, and

- a limited degree of definition, management, and/or printing of service- number-specific billing. The following are examples of the operations carried out when communicating with the service database by means of an IVR/FAX server 6:

The service producer contacts IVR/FAX server 6 with the aid of its telephone 9.

- The interactive voice response unit connected to IVR/FAX server 6 requests the service producer to key in its user name and password. If desired, calling party number identification can also be exploited in the identification of the user of the update service.

IVR/FAX server 6 asks what services the service producer wishes to use. Possible services include, e.g., service number activation and de-activation, management of data provisioning and alteration, reporting, and billing.

The service producer uses its telephone to key in the service it wishes to select.

IVR/FAX server 6 initiates the selected service and requests the service producer to enter the requisite data.

- Once the service producer has updated in an approved manner the data relating to its service number, IVR/FAX server 6 updates the changes in service database 4, after which the changes come into effect.

If the service producer wishes to order information, for example, on the call traffic or service charge accumulation of its service number, IVR/FAX server 6 can provide this information, either as voice messages or else send it as a fax to a fax number defined by the service producer. Reports can also be sent in other ways.

The service producer can also be permitted to alter the service charge of its service number. This too can be carried out similarly by keying in data, which is confirmed by means of verification messages produced by, for example, the interactive voice response unit. However, changes can only be made within the limits set by the tele-operator. Another alternative way to update the data in service database 4 is through a GSM server 6. GSM server 6 can exchange information with the service producer by means of GSM short messages and a GSM data connection. In this case, a GSM data connection refers to a data communications link, formed by means of a GSM telephone, between the service producer's computer or combined computer-mobile phone and GSM server 6. The service producer can, to a limited extent, manage the logic, data, reporting, and billing of its service number, through a user interface based on GSM short messages and a GSM data connection. This technique too is limited by the transmission capacity of the data communications link. However, the user interface permits advantageously at least the following operations or properties:

user (service producer) identification,

various user profiles and levels of user rights,

- a limited degree of definition, management, and/or printing of reporting, and

a limited degree of definition, management, and/or printing of service- number-specific billing.

The following are examples of operations carried out when communicating with the service database by means of GSM short messages:

The service producer writes a GSM short message, in which it places its password and service processing codes. If desired, a calling party number can also be exploited in the identification of a user of the update service.

- The service producer sends the GSM short message to the GSM server 7.

GSM server 7 interprets the short message and checks whether the operations defined in the short message can be performed. GSM server 7 sends the service producer a check message for the approved operations, which the service producer confirms with a verification message.

If the service producer only wants to order information about its service number, no verification message is required, instead the desired information is sent directly as a short message. For example, in the case of televoting, it can be defined in the query that GSM server 7 will send the service producer several short messages. It is then possible to set, for example, the period covered by the report and the interval between reports, and to specify the data to be reported.

Once the desired operations have been confirmed, GSM server 7 updates the changes in database 4 and the changes come into effect.

The following are examples of the operations carried out when communicating with the service database through a GSM data link:

The service producer uses its data communications program to contact GSM server 7.

The update program of GSM server 7 requests the service producer to key in its user name and password. If desired, a calling party number identification can also be exploited in the identification of the update service user.

The service producer selects the service it wants and makes the desired changes or else places orders by entering the necessary commands.

GSM server 7 examines and, if necessary, also confirms the changes made by the service producer. Once the changes can be approved, GSM server 7 updates them in service database 4, after which the changes come into effect.

GSM server 7 examines and, if necessary, also confirms the orders made by the service producer, and sends the ordered data to the service producer's computer, through, e.g., the GSM data link that is being used. The reports can also be sent in other ways.

Management that takes place through a GSM data link corresponds to an Internet-based link, in terms of forming the link, but possible queries and updates take place on a much simpler menu or command line basis, due to the very slow GSM data link. Despite this, the service producer can browse through quite complex menus and access, print, or update the data of its service number. For example, it is relatively simple to present billing and reporting data by this means. On the other hand, comprehensive updating of the service logic will not succeed in this way. In practice, only relatively small parameter changes are possible. However, a service producer user interface implemented through a GSM data link is clearly more interactive, easier, and faster than a user interface implemented through short messages.

Data can also be exchanged in other digital mobile telephone systems in a manner similar to that through GSM server 6. In this application, GSM server 6 indeed refers to all such servers that can implement the operations described above by means of some digital mobile telephone technology. Thus, the application of the invention by means of mobile telephones is not limited to GSM technology. The use of mobile phone links faster than a GSM link has the advantage of allowing more extensive programming of service number operations.

Thus the invention offers several ways of forming a user interface for updating telephone services and monitoring their operation. The most suitable alternative for each purpose and time of use can be advantageously selected by the service producer itself. For example, an Internet-based interface is best suited to the implementation of service design, management, and alteration. Reporting and billing queries can also take place through the Internet. An IVR FAX interface is often a highly practical way to order and send reports. On the other hand, when travelling, the short messages and data links provided by digital mobile phones are often adequate for managing and reporting the basic data of service numbers. The requirements of a service producer in terms of the environment for implementing an interface or the manner of approaching reporting, for example, may also vary from time to time. Service number reporting data, for example, may be best sent to the service producer mainly through an Internet-based user interface. However, at other times a fax may provide a better and more flexible way to obtain reports rapidly, while a digital mobile telephone's short message service may be the most suitable means of reporting a real-time telephone vote.

Embodiments of the invention, differing from those disclosed above, can also be envisaged.

Service database 4, Internet server 5, IRV/FAX server 6, and GSM server 7 are described above as separate device. However, these can, in principle also be combined as a single combination device, controlled by a common computer.

In principle, service database 4 and SCP 3 can also be located physically in the same server. For security reasons, however, it is preferable to locate service database 4 in a separate device. This is due to the fact that the fault-free operation of SCP 3 is essential to the operation of an IN telephone network. If the tele-operator's customers were to be permitted to operate in the SCP 3 computer, it would in principle be possible for someone to illegally penetrate to the control system of the IN telephone network. This danger does not exist if the service database 4, to which customers can be connected, is located in a separate piece of equipment. This is based on the fact that the server controlling SCP 3 only retrieves the desired parameters from the service database 4. If there are errors in the parameters, they only affect the processing of the service number or numbers in question, and cannot in any event disrupt the operation of the entire telephone system. Thus, in the invention, the parameters of the service database 4 are altered through a system external to the control system of the IN telephone network and without in any way affecting the operation of SCP 3 as such.

It is also quite possible to apply the invention in such a way that, in addition to the service producer, the personnel of the tele-operator too can utilize the aforementioned user interfaces in service number processing. In this case, even the tele-operator need not make all the alterations directly in the command language of SCP 3. However, when the system itself is being developed, the basic work must be done mainly in SCP 3.

Though the foregoing refers mostly to service numbers, the invention can also be applied to the operation of other similar telephone numbers, and to the processing of incoming calls to them. Such applications can be, for example, virtual network, virtual PBX, or call centre numbers.

In addition, the invention can also be used to control individual telephone connections. In this case, the possessor of a telephone connection can freely define, for example, connection-specific call barriers. This permits, for example, the prevention of service calls from a residential connection to any service number to which calls are not specifically permitted. Incoming calls to a residential connection can also be selected using methods according to the invention.

Claims

Claims:

1. A method for updating telephone call processing by means of an IN telephone network, said method including the steps of:

- receiving update data and

- storing the update data to be retrieved by the call processing of the IN telephone network,

characterized by

- receiving the update data with the aid of a server (5, 6, 7) external to the IN telephone network and

- storing the update data in a service database (4) external to the IN telephone network but linked to the IN telephone network.

2. A method according to Claim 1, characterized in that the update data are data for connecting or disconnecting a telephone service, or data for altering control logic, control times, charge classes, traffic barrier services and/or user lists to be applied in connection with a telephone service.

3. A method according to Claim 1, characterized in that the update data are processing data for billing, statistics collection and/or reporting of a telephone service, or data for ordering reports.

4. A method according one of Claims 1-3, characterized by receiving the update data through an Internet connection with the aid of an Internet server (5) or through a digital mobile telephone data link with the aid of a GSM server (7).

5. A method according to Claim 4, characterized in that after the terminal device (8, 10) giving the update data has contacted the server (5, 7):

- a request is sent through the server (5, 7) to the terminal device (8, 10) to give a user name and password,

- the correctly entered user name and password is received and confirmed,

- the update program for the operations is opened, and

- the update data entered to the update program are received.

6. A method according to one of Claims 1-3, characterized by receiving the update data through a telephone connection, with the aid of an IVR/FAX server (6).

7. A method according to Claim 6, characterized in that when the call processing data are updated: ^v

- the person sending the update data is requested, by means of an interactive voice response unit connected to the IVR/FAX server (6), to key in her/his identification data,

- the person sending the update data is requested, by means of the interactive voice response unit, to key in the service selections and update data she/he wishes, and

- the service selections and update data keyed in by the person are received.

8. A method according to one of Claims 1-3, characterized by receiving the update data through a mobile telephone short message service, with the aid of a GSM server (5).

9. A method for routing incoming telephone calls, said method including the step of taking an incoming call under the control of an IN telephone network (2, 3), characterized by making at least one call routing query from the IN telephone network (2, 3) to a service database (4) external to the IN telephone network (2, 3), but connected to the IN telephone network (2, 3), for routing the call ahead.

10. A method according to Claim 9, characterized by sending data concerning the destination address of the call and/or of the charge event from the service database (4) to the IN telephone network (2, 3).

11. A method according to Claim 9 or 10, characterized in that the step of routing the incoming call includes:

- routing the call to SSP (2) of the IN telephone network,

- in SSP (2), detecting the call to be an IN call and transmitting data on the call to SCP (3) of the IN telephone network,

- in SCP (3), detecting the call as being targeted at such a telephone number, the service parameters of which are recorded in service database (4),

- making a query from SCP (3) to service database (4),

- in SCP (3), receiving the service parameters transmitted by service database (4),

- in SCP (3), forming call processing commands, according to the service parameters transmitted by service database (4) and to SCP's (3) routines,

- sending the call processing commands from SCP (3) to SSP (2), and

- processing the call according to the call processing commands, by means of SSP (2).