METHOD OF VEHICLE NOTIFICATION OF CALL CENTER SERVICE INTERRUPTIONS

• US 20090161836A1
• Filed: 12/21/2007
• Published: 06/25/2009
• Est. Priority Date: 12/21/2007
• Status: Active Grant

• Current Assignee: General Motors LLC (General Motors Company)
• Original Assignee: General Motors Corporation (Motors Liquidation Co. GUC Trust)
• Inventors: Oesterling, Christopher L.
• Granted Patent: US 8,731,145 B2
• Time in Patent Office: Days
• US Class Current: 379/32.10
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5116 for emergency applications

Abstract

A method of regulating data transmissions used with telematics-equipped vehicles. The steps include establishing a period of anticipated call center service outage, notifying a plurality of telematics units of the period of anticipated call center service outage, storing that outage information at the plurality of telematics units, and then when a call from the vehicle to the call center is desired during the service outage, the process implements a call handling procedure that delays most calls until the call center is available, but that provides alternative call solutions for urgent or occupant-placed calls. Once the call center is available, postponed calls can be staggered to avoid a large initial spike in calls received at the call center.

Claims

1. A method of handling calls from telematics-equipped vehicles during call center outages, comprising the steps of:

(a) receiving a notification at a vehicle telematics unit of a call center service outage;

(b) detecting that a call from the vehicle to the call center is desired during the call center service outage; and

(c) carrying out a call handling procedure for the desired call at the vehicle.

2. The method of claim 1, further comprising the steps of:

sending the notification from a call center to a plurality of telematics-equipped vehicles; and

storing the notification at the vehicle for subsequent use during step (b).

3. The method of claim 1, wherein the call handling procedure causes the desired call to be postponed to a later time.

4. The method of claim 1, wherein the call handling procedure processes the desired call based on whether the call was initiated automatically by the vehicle or manually by an occupant of the vehicle.

5. The method of claim 1, further comprising the step of determining a priority for the desired call, wherein the call handling procedure processes the desired call based on the priority.

6. The method of claim 1, wherein the notification of call center service outages is selected from the list consisting of:

a time period, a beginning time and end time, a notice that the call center will be unavailable until further notice, or a notice stating that the call center is now operational.

7. The method of claim 1, wherein the notification of the call center service outage is sent via a satellite radio broadcast.

8. The method of claim 1, wherein step (b) further comprises determining the time at which the telematics unit intends to contact the call center and comparing that time with periods of call center service outages.

9. The method of claim 1, wherein step (c) further comprises directing a group of telematics-equipped vehicles to contact the call center in a staggered succession of stages.

10. The method of claim 1, wherein the notification is received from the call center.

11. A method of handling data transmissions from telematics-equipped vehicles during periods of call center unavailability, comprising the steps of:

(a) identifying time periods during which a call center will be unavailable;

(b) wirelessly conveying to a plurality of telematics-equipped vehicles the periods during which a call center will be unavailable; and

(c) delaying communication attempts from the telematics-equipped vehicles to the call center based on the periods during which a call center will be unavailable.

12. The method of claim 11, further comprising the step of checking whether a telematics-equipped vehicle anticipates contacting the call center during at least one period of anticipated call center service unavailability.

13. The method of claim 11, wherein a telematics-equipped vehicle identifies the time periods during which the call center will be unavailable.

14. The method of claim 11, wherein the time periods during which call center will be unavailable are determined at the call center.

15. The method of claim 11, wherein the periods during which a call center will be unavailable are selected from the list consisting of:

a beginning time and end time, a notice that the call center will be unavailable until further notice, or a notice stating that the call center is now operational.

16. The method of claim 11, wherein step (b) occurs using a satellite radio broadcast.

17. The method of claim 11, further comprising the step of storing periods during which a call center will be unavailable at a telematics-equipped vehicle.

18. The method of claim 11, further comprising determining the time at which a telematics-equipped vehicle intends to contact the call center and comparing that time with periods of call center unavailability.

19. The method of claim 11, wherein step (c) further comprises directing a group of telematics-equipped vehicles to contact the call center in a staggered succession of stages.

20. A method of handling data transmissions from telematics-equipped vehicles during call center outages, comprising the steps of:

(a) establishing at least one period of anticipated call center service outage;

(b) notifying a plurality of telematics units of the at least one period of anticipated call center service outage;

(c) storing the at least one period of anticipated call center service outage at the plurality of telematics units;

(d) checking whether a desired communication to a call center occurs during the at least one period of anticipated call center service outage; and

(e) postponing contacting the call center if the desired communication is during the at least one period of anticipated service outage.