Network-based telephone system having interactive capabilities

• US 5,519,772 A
• Filed: 01/31/1994
• Issued: 05/21/1996
• Est. Priority Date: 01/31/1994
• Status: Expired due to Term

• Current Assignee: Intellectual Ventures II LLC (Intellectual Ventures LLC)
• Original Assignee: Bell Communications Research, Inc. (Telefonaktiebolaget LM Ericsson)
• Inventors: Donnelly, Patrick J., Kret, Michael A., Akman, Aaron A., Hollenbach, Steven A.
• Primary Examiner(s): Hofsass, Jeffery
• Assistant Examiner(s): Wolinsky, Scott
• Application Number:
  US08/168,612
• Time in Patent Office: 841 Days
• Field of Search: 379/97, 379/88, 379/89, 379/67, 379/201, 379/207, 379/211, 379/212, 379/220, 379/230, 379/94, 379/10, 379/15, 379/27, 379/265, 379/266
• US Class Current: 379/221.08
• 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 7/00 Arrangements for interconnection between switching centres
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13527 protocols - X.25, TCAP etc.
• CPC Class Codes: H04Q 2213/13541 routing
• CPC Class Codes: H04Q 2213/13546 Intelligent Peripheral
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking

Abstract

A method and system for providing interactive capabilities in a network-based telephone system 100 a service control point (SCP) 102 for accessing a call processing record (CPR) and having an intelligent peripheral (IP) 104 for providing an intelligent interface between a caller 112 and the SCP 102. The IP 104 communicates with the SCP 102 through a peripheral interface (PI) 128. External systems 106 are accessed by SCP 102 through a generic data interface (GDI) 124 to obtain customer data. The GDI 124 keeps track of the data stored in the various external systems 106. Upon receiving a request for data, GDI 124 forms sub-requests, routes the sub-requests to the appropriate external systems 106, and returns a message containing the requested data.

Claims

1. In a network-based telephone system including an intelligent peripheral (IP), service control point (SCP), and external data systems, wherein the SCP includes a Multi-Services Application Platform (MSAP) for processing a call processing record (CPR), a peripheral interface (PI) for interfacing the SCP with the IP, and generic data interface (GDI) for interfacing the SCP with the external data systems, a method of processing calls, comprising the steps of:

(a) the IP receiving a call from a caller;

(b) the IP requesting call processing instructions from the SCP;

(c) the MSAP accessing a corresponding CPR having service processing logic;

(d) the SCP instructing the IP, based on the service processing logic, to collect information from the caller; and

(e) the MSAP retrieving account data from the external data systems via the GDI based on the service processing logic.

2. The method according to claim 1, wherein the account data retrieved from the external data systems includes account status data, repair information, customer profile data, and ordering information.

3. The method according to claim 1, further including the step of:

(f) routing the call and the account data retrieved from the external data systems to a predetermined agent.

4. The method according to claim 1, wherein the step of the MSAP retrieving account data from the GDI comprises the steps of:

MSAP issuing a data request to the GDI;

the GDI forming sub-requests from the issued data request;

the GDI forwarding the sub-requests to the appropriate external systems;

the GDI receiving replies to the sub-requests; and

the GDI returning a message to the MSAP containing the requested data.

5. The method according to claim 4, wherein the step of the MSAP retrieving account data further includes the step of:

the SCP issuing a wait request to access the returned message.

6. In a network-based telephone system including an intelligent peripheral (IP), service control point (SCP), and external data systems, wherein the SCP includes a Multi-Services Application Platform (MSAP) for processing a call processing record (CPR), a peripheral interface (PI) for interfacing the SCP with the IP, and a generic data interface (GDI) for interfacing the SCP with the external systems, a method of processing calls, comprising the steps of:

(a) the IP receiving a call from a caller;

(b) the IP requesting call processing instructions from the SCP;

(c) the MSAP accessing a corresponding CPR having service processing logic;

(d) the SCP instructing the IP, based on the service processing logic, to collect information from the caller; and

(e) the MSAP sending account data to the GDI, based on the service processing logic.

7. The method according to claim 6, wherein the step of the MSAP sending account data comprises the steps of:

the SCP issuing a send request to the GDI;

the GDI forming sub-requests in response to the received send request;

the GDI forwarding the sub-requests to the appropriate external systems;

the GDI receiving status information concerning each sub-request; and

the GDI returning a message to the SCP containing a status of the send request.

8. The method according to claim 7, wherein the step of the MSAP sending account data further includes the step of:

the SCP issuing a wait request to access the returned message.

9. A network-based telephone system for processing telephone calls comprising:

a service control point (SCP) for issuing instructions according to service logic of an accessed call processing record (CPR);

an intelligent peripheral (IP) interfacing the system with a caller and communicating with the caller based on instructions from the SCP; and

external systems responsive to requests from the SCP for providing data to the SCP,

said SCP including;

a peripheral interface (PI) for interfacing the SCP with the IP; and

a generic data interface (GDI) for transmitting customer data between the SCP and the external systems.

10. The system according to claim 9, wherein the data provided by the external systems includes account status data, repair information, customer profile data, and ordering information.

11. The system according to claim 9, wherein the IP plays messages and receives caller information.

12. The system according to claim 9, wherein the SCP further includes:

a Multi-Services Application Platform (MAP) for executing a CPR and issuing corresponding call processing instructions.

13. The system according to claim 12, wherein the GDI includes means for receiving a data request from the MSAP requesting information, forming sub-requests to be forwarded to the appropriate external systems, and returning a single message to the MSAP containing the requested information.

14. The system according to claim 12, wherein the GDI includes means for receiving a send request from the MSAP, forming sub-requests to be forwarded to the appropriate external systems, and returning a single message to the MSAP containing a status of the send request.

15. The system according to claim 12, wherein the SCP further includes:

a Message Delivery Interface (MDI) for delivering messages among the MSAP, the GDI, and the PI.

16. The method of processing a phone call from a caller using services of an Advanced Intelligent Network (AIN), comprising the steps, executed by the AIN, of:

receiving the phone call;

accessing from a call processing record service logic which specifies handling of the phone call;

obtaining account and service information from the caller according to the service logic;

obtaining account information from external systems according to the service logic; and

routing the phone call with the account information obtained from the caller and external systems to an appropriate agent.

17. In a network-based telephone system including an intelligent peripheral (IP), a service control point (SCP), and external data system, a method of processing calls, comprising the steps of:

(a) receiving a call from a caller at an IP;

(b) requesting call processing instructions from the SCP;

(c) the SCP accessing a call processing record having service logic based on a key;

(d) the SCP instructing the IP, based on the service logic, to collect information from the caller; and

(e) the SCP retrieving data, based on the service logic, from an external data system.

18. The method according to claim 17, wherein the data retrieved from an external data system includes customer profile information associated with the caller.

19. The method according to claim 18, further including the step of:

(f) routing the call to an agent based on the customer profile information.

20. A network-based telephone system for executing a call processing record having service logic associated with a received call from a caller comprising:

a service control point for issuing instructions according to the service logic of the call processing record;

an intelligent peripheral for interfacing the system with the caller according to the instructions from the service control point;

a peripheral interface for interfacing the service control point with the intelligent peripheral;

an external system for providing data; and

a generic data interface for transmitting data between the service control point and the external system according to the instructions from the service control point.