CONNECTION MANAGEMENT FOR A VEHICLE TELEMATICS UNIT

• US 20090135845A1
• Filed: 11/26/2007
• Published: 05/28/2009
• Est. Priority Date: 11/26/2007
• Status: Active Grant

• Current Assignee: General Motors LLC (General Motors Company)
• Original Assignee: General Motors Corporation (Motors Liquidation Co. GUC Trust)
• Inventors: Husain, Aqueel, Adams, David A.
• Granted Patent: US 10,027,805 B2
• Time in Patent Office: Days
• US Class Current: 370/420
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A connection management system and method manages connections between a vehicle telematics unit and a call center. A connection is established between the vehicle telematics unit and the call center over a wireless network. A first service is provided to the vehicle telematics unit during which a request for a second service is recognized for the vehicle telematics unit. A connection between the vehicle telematics unit and the call center is provided in response to the request for the second service after completion of the first service. This can include maintaining the established connection to carry out the second service or initiating a new connection after the first one is terminated.

Claims

1. A method for managing connections between a vehicle telematics unit and a call center, comprising the steps of:

(a) establishing a connection between the vehicle telematics unit and the call center over a wireless network;

(b) providing a first service to the vehicle telematics unit from the call center;

(c) recognizing at the call center during the established connection that there is a request for a second service for the vehicle telematics unit; and

(d) providing a connection between the vehicle telematics unit and the call center in response to the request for the second service after completion of the first service.

2. The method set forth in claim 1, wherein step (d) further comprises maintaining the established connection between the vehicle telematics unit and the call center after completion of the first service and thereafter carrying out the second service using the established connection.

3. The method set forth in claim 1, wherein step (d) further comprises terminating the established connection between the vehicle telematics unit and the call center after completion of the first service, and establishing a second connection between the vehicle telematics unit and the call center using a different connection type for the second service than the connection type for the first service.

4. The method set forth in claim 1, wherein step (d) further comprises sending a request to the vehicle telematics unit to call the call center to establish a connection for the second service after completion of the first service.

5. The method set forth in claim 1, wherein the connection for the second service is a different connection type than the connection for the first service.

6. The method set forth in claim 1, further comprising the step of maintaining a database of services scheduled for the vehicle.

7. The method set forth in claim 1, wherein the request for a second service comprises:

recognizing that the established connection was disconnected prior to completion of the first service; and

generating a request to establish a second connection between the vehicle telematics unit and the call center.

8. The method set forth in claim 7, wherein step (d) further comprises:

establishing a second connection between the vehicle telematics unit and the call center;

terminating the generated request to establish a connection between the vehicle telematics unit and the call center; and

completing the first service using the second connection.

9. A method for managing connections between a vehicle telematics unit and a call center, comprising the steps of:

(a) establishing a connection between the vehicle telematics unit and the call center over a wireless network;

(b) providing a first service to the vehicle telematics unit from the call center;

(c) recognizing at the call center a request for a second service for the vehicle telematics unit from the call center;

(d) determining whether the second service can be conducted over the established connection between the call center and the vehicle telematics unit; and

(e) providing a connection between the vehicle telematics unit and the call center based on the determination.

10. The method set forth in claim 9, further comprising the step of scheduling at least one service for the telematics unit from the call center;

and

wherein step (c) further comprises recognizing at the call center that the at least one scheduled service is due to be performed for the telematics unit from the call center.

11. The method set forth in claim 10, further comprising the step of performing the second service by performing the at least one recognized service due to be performed via the provided connection between the vehicle telematics unit and the call center.

12. The method set forth in claim 9, wherein the first service is a data call, and the request for the second service is a user call from the vehicle telematics unit to the call center that interrupts the completion of the first service;

and

the method further comprising the step of providing a connection between the vehicle telematics unit and the call center for the first service after completion of the second service and completing the first service.

13. The method set forth in claim 9, wherein providing a connection between the vehicle telematics unit and the call center compatible with the second service includes maintaining the established connection between the vehicle telematics unit and the call center if the determination is that the second service can be conducted via the established connection.

14. The method set forth in claim 9, wherein providing a connection between the vehicle telematics unit and the call center compatible with the second service includes establishing a second connection between the vehicle telematics unit and the call center if the determination is that the second service cannot be conducted via the established connection, wherein the second service can be conducted via the second connection.

15. The method set forth in claim 14, wherein establishing a second connection between the vehicle telematics unit and the call center includes sending a request to the vehicle telematics unit to call the call center after completion of the first service via a connection type compatible with the second service request.

16. The method set forth in claim 9, wherein the second connection is a connection type different than the first connection.

17. The method set forth in claim 9, wherein the determination in step (d) further comprises determining whether the second service can be completed within a predetermined time limit using the established connection.

18. A method for managing connections between a vehicle telematics unit and a call center, comprising the steps of:

(a) establishing a connection between the vehicle telematics unit and the call center over a wireless network;

(b) providing a service to the vehicle telematics unit from the call center;

(c) recognizing that the established connection between the vehicle telematics unit and the call center has been terminated prior to completion of the service;

(d) attempting to reestablish a connection between the vehicle telematics unit and the call center;

(e) terminating any attempt by the call center to initiate a connection between the vehicle telematics unit and the call center upon the recognition of an established second connection between the vehicle telematics unit and the call center; and

(f) completing the service with the vehicle telematics unit.

19. The method set forth in claim 18, wherein the established connection between the vehicle telematics unit and the call center is a cellular voice connection.

20. The method set forth in claim 18, wherein the attempt to reestablish a connection between the vehicle telematics unit and the call center is performed by an advisor at the call center, and the advisor terminates the attempt to initiate a connection between the vehicle telematics unit and the call center upon the recognition of an established second connection between the vehicle telematics unit and the call center.

21. The method set forth in claim 18, wherein the service to the vehicle telematics unit is provided to a user at the vehicle from a first advisor at the call center, the established second connection connects the user with a second advisor at the call center, the first advisor is notified of the second connection between the vehicle telematics unit and the call center, and the service is completed with the vehicle telematics unit by the second advisor.