Method and device for the establishment of a telephone connection

• US 20030156703A1
• Filed: 01/21/2003
• Published: 08/21/2003
• Est. Priority Date: 01/29/2002
• Status: Abandoned Application

• Current Assignee: Siemens AG
• Original Assignee: Siemens AG
• Inventors: Kocma, Siegmund
• Application Number:
  US10/347,436
• Publication Number:
  US 20030156703A1
• Time in Patent Office: Days
• US Class Current: 379/242
• CPC Class Codes: H04M 3/42 Systems providing special services or facilities to subscribers specially adapted for wireless communication networks H04W4/00
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

The invention concerns a method and a device for the establishment of a telephone connection between a first operator (10 at a technical installation (1) and a second person (17) supporting the first person (10) by telephone. To establish the telephone connection, the first person (10) contacts a first computer (11) with a first telephone (5) and transmits it an identification (MR1245_T10) assigned to the workings at the technical installation (1). Thereupon, the first computer (11) determines, based on information which is stored in a list (13a) assigned to the identification (MR1245_T10), the telephone number of a second telephone (17a) assigned to a second person (17) and establishes the telephone connection between the first and the second telephone.

Claims

1. A method for the establishment of a telephone connection showing the following procedure steps:

Contacting of a first computer (11) by a communication network (4) with a first telephone (5), which is assigned to an operator at a technical installation (1) and to which a first telephone number is assigned,

Receiving of an identification (MR1245_T10) assigned to the operations at the technical installation (1) by the first computer (11),

Determining of a second telephone number of a second telephone (17a), which is assigned to a second person (17), who is supposed to assist the first person (10) at the execution of the assignments, based on the identification (MR1245_T10) and based on the list (13a) assigned to an identification of information stored in a first database (13) accessible by the first computer (11), and

Establishing of a telephone connection between the first telephone (5) and the second telephone (17b).

2. The method according to claim 1, at which the identification (MR1245_T10) assigned to the workings at the technical installation (1) is transmitted to a first computer (11) by a keypad of a first telephone (5).

3. The method according to claim 1, at which the first computer comprises means for the speech analysis (11a), so that the workings at the identification (MR₁₂₄₅_T10) assigned to the technical installation (1) is orally transmitted from the first telephone (5)) and the first computer (11) processes the orally transmitted identification (MR1245_T10).

5. The method according to one of the claim 1, at which the information stored in the list (13a) of a first database (13), contains information (14d) regarding the second telephone number of the second telephone (17b), if the first computer (11) already established a previous telephone connection between the first telephone (5) and the second telephone.

6. The method according to one of the claim 1, which comprises, after the establishment of the telephone connection between the first telephone and the second telephone (17b), the following procedure steps:

Registering of information (14e) by a third telephone number of a third telephone (22b) into the list (13a) assigned to the identification (MR1245_T10) of a first database (13), whereby the third telephone (22b) is assigned to a third person (22), higher ranking than the second person.

7. The method according to claim 6, where, based on the information regarding the third telephone number and in place of a telephone connection between the first telephone (5) and the second telephone (17b), a telephone connection between the first telephone (5) and the third telephone (22b) is established.

8. The method according to one of the claim 7, which additionally comprises the following procedure steps:

Contacting of a second database (20), where a data record (21a) assigned to the technical installation (1) is stored, by the first computer (11),

Calling up of the data record (21a) assigned to the technical installation (1), and

Transmitting of the called up data record (21a) to a second computer (17c) assigned to the second telephone (17b).

4. The method according to one of the claim, at which the information stored in the list (13a) of the first database (13) contains information regarding the type of the technical installation (1), where the workings are carried out, and based on the type of the technical installation (1), the second telephone number of the second telephone (17b) is determined.

9. A device for the establishment of a telephone connection, showing

a first database (13, where a list (13a) assigned to an identification (MR1245_T10) is stored, whereby the identification (MR1245_T10) is assigned to workings at a technical installation (1) and

a first computer (11), connectable to a first database (13) and to a communication network (4), which is designed in such a way, that it

can be contacted by the communication network (4) from a first telephone, whereby the first telephone (5) is assigned to a first operator (10) at the technical installation (1) and to a first telephone number,

a second telephone number of a second telephone (17a), which is assigned to a second person (17), can be determined, based on the received identification (MR1245_T10) by the first telephone (5) and from information of the list (13a) assigned to the identification (MR1245_T10) of a first database (13), and

a telephone connection between the first telephone (5) and the second telephone (17a) can be established.

10. The device according to claim 9, where the first computer (11) is designed in such a way, that the identification (MR1245_T10) is transmittable by a keypad of the first telephone (5).

11. The device according to claim 9, where the first computer (11) comprises means for speech analysis (11a), so that it processes an orally transmitted, by the first telephone (5), identification (MR1245_T10).

12. The device according to one of the claim 9, where the information stored in the list (13a) of the first database (13) contains information regarding the type of the technical installation (1), where the operations are carried out, and based on the type of the technical installation (1), the second telephone number of the second telephone (17a) can be determined.

13. The device according to one of the claim 9, where the information stored in the list (13a) of the first database (11) contains information regarding the second telephone number of the second telephone (17a), if the first computer (11) already established a telephone connection at an earlier time between the first telephone (5) and the second telephone (17a).

14. The device according to one of the claim 9, which additionally comprises a second database (20) contactable by the first computer (11), where a data record (21a) assigned to the technical installation (1) is stored, and the first computer (11) is designed in such a way, that it calls up the data record (21a) assigned to the technical installation (1) and transmits it to a second computer (17b) assigned to a second telephone (17a).