Method and system for providing an automatic customer callback service

• US 5,425,091 A
• Filed: 02/28/1994
• Issued: 06/13/1995
• Est. Priority Date: 02/28/1994
• Status: Expired due to Term

• Current Assignee: Qwest Communications International Incorporated (Lumen Technologies, Inc.)
• Original Assignee: US West Technologies, Inc.
• Inventors: Josephs, Hugh S.
• Primary Examiner(s): Dwyer, James L.
• Assistant Examiner(s): Wolinsky, Scott
• Application Number:
  US08/202,312
• Time in Patent Office: 470 Days
• Field of Search: 379/201, 379/206, 379/207, 379/209, 379/67
• US Class Current: 379/209.01
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• CPC Class Codes: H04M 3/56 Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15
• CPC Class Codes: H04Q 2213/13527 protocols - X.25, TCAP etc.
• CPC Class Codes: H04Q 2213/13528 SCP architecture
• CPC Class Codes: H04Q 2213/13546 Intelligent Peripheral
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking

Abstract

Automatic Customer Callback (ACC) functionality is implemented directly into service logic of an Advanced Intelligent Network (AIN). The Advanced Intelligent Network includes a Central Office Switch (COS) which is provided in electrical communication with Service Control Point (SCP), at least one calling party, and at least one called party. The AIN components preferably communicate with one another through Transaction Capability Application Part (TCAP) signaling protocol and are directed for use in an AIN 0.2 network. An adjunct processor such as an Intelligent Peripheral (IP) is also provided in electrical communication with the COS. In operation, digits dialed by the calling party (those corresponding to the telephone number of the called party) are collected as well as the calling party telephone number. If the called party line is busy, then the calling party activates the Automatic Customer Callback (ACC) service, the subscriber'"'"'s telephone line will be monitored to detect an idle condition. Once this condition is detected, a call may be originated from the adjunct processor to the subscriber whereupon a message may be played for receipt by the subscriber advising the same of the need to call back the calling party who has activated the ACC service. In an alternative embodiment, a three-way call is automatically originated from the adjunct processor to the subscriber and the calling party where, following completion of the call, the adjunct processor will disconnect itself.

Claims

1. For use in Advanced Intelligent Network (AIN) having

(a) a Central Office switch (COS) which is adapted to recognize an AIN T-busy trigger and is further provided in electrical communication with a Service Control Point (SCP) via Transaction Capability Application Part (TCAP) signalling protocol,

(b) at least one calling party,

(c) at least one called party, and

(d) at least one end office provided in electrical communication with said at least one calling party,

a method for providing an Automatic Customer Callback (ACC) Service, comprising:

providing an adjunct processor in electrical communication with said COS;

collecting dialed digits and the calling party telephone number at said at least one end office through a Calling Party Identification (CPI) field in an ISDN User Part (ISUP) Initial Address Message (IAM);

monitoring said communications between said COS and said at least one calling party and said at least one called party to detect said T-busy trigger;

suspending normal call handling upon detection of said T-busy trigger and generating a corresponding first electrical signal for receipt by said SCP requesting further call processing instructions;

analyzing said collected digits to determine if said called party is an ACC service subscriber;

generating a second electrical signal for receipt by said COS indicating whether said ACC service may be activated;

providing to said adjunct processor said collected digits and said calling party telephone number if said ACC service is activated;

monitoring said subscriber telephone line to detect an idle condition;

originating a call from said adjunct processor to said subscriber upon detection of said idle condition; and

playing a message at said adjunct processor for receipt by said subscriber, whereupon said subscriber will be advised of the need to call back a calling party who has activated the ACC service.

2. The method of claim 1, further comprising:

generating a third electrical signal at said COS for receipt by said calling party requesting instructions whether to activate said ACC service;

receiving at said COS, a fourth electrical signal generated by said calling party indicating whether said calling party desires to activate said ACC service; and

analyzing said fourth electrical signal at said COS and processing said call accordingly.

3. The method of claim 2, wherein said fourth electrical signal is a Dual Tone Multi-Frequency (DTMF) signal.

7. The method of claims 1 or 4, wherein said adjunct processor is an Intelligent Peripheral (IP).

4. For use in an Advanced Intelligent Network (AIN) including

(a) a Central Office Switch (COS) which is adapted to recognize an AIN T-busy trigger and is further provided in electrical communication with a Service Control Point (SCP) via Transaction Capability Application Part (TCAP) signalling protocol,

(b) at least one calling party,

(c) at least one called party, and

(d) at least one end office provided in electrical communication with said at least one calling party, and

a method for providing an Automatic Customer Callback (ACC) service, comprising:

providing an adjunct processor in electrical communication with said COS;

collecting dialed digits and the calling party telephone number at said at least one end office through a Calling Party Identification (CPI) field in an ISDN User Part (ISUP) Initial Address Message (IAM);

monitoring said communications between said COS and said at least one calling party and said at least one called party to detect said T-busy trigger;

suspending normal call handling upon detection of said T-busy trigger and generating a corresponding first electrical signal for receipt by said SCP requesting further call processing instructions;

analyzing said collected digits to determine if said called party is an ACC service subscriber;

generating a second electrical signal for receipt by said COS indicating whether said ACC service may be activated;

providing to said adjunct processor said collected digits and said calling party telephone number if said ACC service is activated;

monitoring said called party line to detect an idle condition; and

automatically originating a 3-way call from said adjunct processor to said subscriber and said calling party upon detection of said idle condition and disconnecting said adjunct processor from said call upon completion, whereby said subscriber will automatically return the call of said calling party who has activated said ACC service.

5. The method of claim 4, further comprising:

generating a third electrical signal at said COS for receipt by said calling party requesting instructions whether to activate said ACC service;

receiving at said COS a fourth electrical signal generated by said calling party indicating whether said calling party desires to activate said ACC service; and

analyzing said fourth electrical signal at said COS and processing said call accordingly.

6. The method of claim 5, wherein said fourth electrical signal is a Dual Tone Multi-Frequency (DTMF) signal.

8. For use in an Advanced Intelligent Network (AIN), a system for providing an Automatic Customer Callback (ACC) service for a subscribing called party to call back a calling party, comprising:

at least one end office provided in electrical communication with said calling party for collecting dialed digits and the calling party telephone number through a Calling Party Identification (CPI) field in an ISDN User Part (ISUP) Initial Address Message (IAM) so as to originate a telephone call;

a Service Control Point (SCP) operative to analyze said collected digits and detect said ACC service subscribers;

a Central Office Switch (COS) adapted to recognize an AIN T-busy trigger and thereupon suspend normal call handling and request further call processing instructions from said SCP and said calling party, said COS provided in electrical communication with said calling party, said called party and said SCP via Transaction Capability Application Part (TCAP) signalling protocol; and

an adjunct processor for receiving and storing said collected digits and said calling party telephone number upon activation of said ACC service and coordinating the call back of said calling party by said subscriber, said adjunct processor provided in electrical communication with said COS.

9. The system of claim 8, wherein said adjunct processor is further adapted to monitor said subscriber'"'"'s telephone line, originate a call thereto upon detection of an idle condition and play a corresponding announcement indicating the need to call back said calling party.

10. The system of claim 8, wherein said COS is further adapted to monitor said subscriber'"'"'s telephone line and request said adjunct processor to (a) originate a call thereto upon detection of an idle condition, and (b) play a corresponding announcement indicating the need to call back said calling party.

11. The system of claim 8, wherein said COS is further adapted to provide a specialized dial tone to said subscriber indicating the need to call said adjunct processor to obtain information about said calling party who has activated said ACC service.

12. The system of claim 8, wherein said adjunct processor is adapted to automatically initiate a 3-way call to said subscriber and said calling party once an idle condition has been detected at said subscriber'"'"'s telephone line, said adjunct processor being further adapted to disconnect itself from the call once completed.

13. The system of claim 8, wherein said adjunct processor is an Intelligent Peripheral (IP).