Automatic simultaneous voice-and-data call setup for remote-site servicing

• US 5,862,211 A
• Filed: 01/13/1997
• Issued: 01/19/1999
• Est. Priority Date: 01/13/1997
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: Roush, Charles S.
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US08/784,728
• Time in Patent Office: 736 Days
• Field of Search: 370/493, 370/494, 370/495, 375/220, 379/93.01, 379/93.14, 379/93.28, 379/93.29, 379/93.31, 379/93.32, 379/93.33, 379/93.34, 379/93.36, 379/1, 379/9, 379/15, 379/29, 379/265, 379/266, 379/309 , 379/219, 379/225
• US Class Current: 379/309
• CPC Class Codes: H04M 11/06 Simultaneous speech and data transmission, e.g. telegraphic transmission over the same conductors
• CPC Class Codes: H04M 3/2254 in networks
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13092 Scanning of subscriber lines, monitoring
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13106 Microprocessor, CPU
• CPC Class Codes: H04Q 2213/13199 Modem, modulation
• CPC Class Codes: H04Q 2213/13204 Protocols
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/13349 Network management
• CPC Class Codes: H04Q 2213/13389 LAN, internet
• CPC Class Codes: H04Q 3/62 for connecting to private branch exchanges

Abstract

Simultaneous voice-and-data (SVD) modems (106, 156) are employed automatically in a call initiated between a telephone (111) of a remotely-serviceable communications switching system (101) and a telephone (161) of a service center (150) that includes either a maintenance and diagnostics system (165) or maintenance and diagnostics workstations (162). The remotely-serviceable communications switching system automatically connects the voice portion of a single SVD call set up by the SVD modem to its associated telephone and automatically connects the data portion of the SVD call to its remote maintenance and diagnostics port (109). An automatic call distribution (ACD) communications switching system (151) of the service center automatically connects the voice portion of the SVD call to a telephone (161) of one of its agents (163) and automatically connects the data portion of the SVD call to the maintenance and diagnostics system or workstation. The maintenance and diagnostics system or the service agent immediately starts servicing the remotely-serviceable communications switching system via the single SVD call while the agent is handling the voice portion of the SVD call. The maintenance and diagnostics system preferably reports results to a data terminal (162) of the agent while the agent is still handling the voice portion of the SVD call.

Claims

1. An apparatus comprising:

a remotely serviceable equipment;

a remote servicing equipment responsive to a data communications connection to the remotely serviceable equipment for servicing the remotely serviceable equipment via data communications;

first voice communications mechanism associated with the remotely serviceable equipment;

second voice communications mechanism associated with the remotely servicing equipment;

a telecommunications link extending from the remotely serviceable equipment and the first voice communications mechanism to the remotely servicing equipment and the second voice communications mechanism;

simultaneous voice and data communications mechanism for effecting a simultaneous voice and data communications single connection over the link; and

an arrangement responsive to origination of voice communications between the first and the second voice communications mechanisms, for automatically causing the simultaneous voice and data communications mechanism to effect the simultaneous voice and data communications single connection over the link, connecting a voice portion of the simultaneous voice and data communications single connection to the first and the second voice communications mechanisms, and connecting a data portion of the simultaneous voice and data communications single connection to the remotely servicing and the remotely serviced equipment;

whereby origination of the voice communications automatically results in the remote servicing equipment being connected to the remotely serviceable equipment via data communications on same said single connection as the voice communications.

2. The apparatus of claim 1 wherein:

the simultaneous voice and data communications mechanism comprises

a first simultaneous voice and data modem associated with the remotely serviceable equipment and the first voice communications mechanism, and a second simultaneous voice and data modem associated with the remote servicing equipment and the second voice communications mechanism, each responsive to the causing arrangement for establishing a simultaneous voice and data communications single connection over the link with each other.

3. The apparatus of claim 2 wherein:

the causing arrangement comprises

first means associated with the remotely serviceable equipment, the first voice communications mechanism, and the first simultaneous voice and data modem, responsive to the origination of the voice-only communications between the first and the second voice communications mechanisms, for automatically causing the first simultaneous voice and data modem to effect the simultaneous voice and data communications single connection over the link with the second simultaneous voice and data modem, connecting the voice portion of the simultaneous voice and data communications single connection to the first voice communications mechanism, and connecting the data portion of the simultaneous voice and data communications single connection to the remotely serviceable equipment; and

second means associated with the remote servicing equipment, the second voice communications mechanism, and the second simultaneous voice and data modem, responsive to origination of the voice-only communications between the first and the second voice communications mechanisms, for automatically causing the second simultaneous voice and data modem to effect the simultaneous voice and data communications single connection over the link with the first simultaneous voice and data modem, connecting the voice portion of the simultaneous voice and data communications single connection to the second voice communications mechanism, and connecting the data portion of the simultaneous voice and data communications single connection to the remote servicing equipment.

4. The apparatus of claim 3 wherein:

the first means and the remotely serviceable equipment jointly comprise

a first telephony switching system including a remote-servicing port; and

the second means comprise a second telephony switching system.

5. An apparatus comprising:

a remotely serviceable first communications system, including a remote-access service port for providing remote-service data communications access to the remotely serviceable first communications system;

a first telephone connected to the first communications system;

a second communications switching system;

a second telephone connected to the second communications switching system;

a remote servicing apparatus connected to the second communications switching system, for automatically servicing the first communications system via data communications with the remote-access service port;

a communications link interconnecting the first communications system with the second communications switching system;

a first simultaneous voice and data modem at the first communications system, and a second simultaneous voice and data modem at the second communications switching system, each for establishing a simultaneous voice and data communications single connection over the link with each other;

an arrangement in the first communications system responsive to an origination of a voice call from the first telephone to the second telephone, for causing the first simultaneous-voice and data modem to establish a simultaneous voice and data connection over the link to the second communications switching system, and further for connecting a voice portion of the connection to the first telephone and connecting a data portion of the connection to the remote-access service port; and

an arrangement in the second communications system responsive to the establishment of the simultaneous voice and data communications single connection over the link, for causing the second simultaneous voice and data modem to terminate the simultaneous voice and data communications single connection, and further for connecting the voice portion of the connection to the second telephone and connecting the data portion of the connection to the remote servicing apparatus;

whereby origination of the voice call automatically results in the remote servicing apparatus being connected to the first communications switching system via data communications on same said single connection as the voice communications.

6. The apparatus of claim 5 further comprising:

a data terminal associated with the second telephone and connected to the remote servicing apparatus; and

an arrangement associated with the remote servicing apparatus for communicating results of the remote servicing to the data terminal.

7. An apparatus connectable by a telecommunications link to a first telephone and to a remote servicing arrangement, the apparatus comprising:

a second telephone for effecting voice communications with the first telephone over the link;

remotely serviceable equipment remotely serviceable by the remote servicing arrangement via data communications over the link;

a simultaneous voice and data communications mechanism for effecting a simultaneous voice and data communications single connection over the link to the first telephone and the remote servicing arrangement; and

an arrangement responsive to origination of voice communications between the first and the second telephones, for automatically causing the simultaneous voice and data communications mechanism to effect the simultaneous voice and data communications single connection, connecting a voice portion of the simultaneous voice and data communications single connection to the second telephone thereby to effect voice communications between the first and the second telephones, and connecting a data portion of the simultaneous voice and data communications single connection to the remotely serviceable equipment thereby to effect remote servicing of the remotely serviceable equipment by the remote servicing arrangement;

whereby origination of the voice communications automatically results in the remote servicing arrangement being connected to the remotely serviceable equipment via data communications on same said single connection as the voice communications.

8. An apparatus connectable by a telecommunications link to a first telephone and to a remotely serviceable arrangement, the apparatus comprising:

a second telephone for effecting voice communications with the first telephone over the link;

remote servicing equipment responsive to a data communications connection to the remotely serviceable arrangement, for servicing the remotely serviceable equipment via data communications;

a simultaneous voice and data communications mechanism means for affecting a simultaneous voice and data communications single connection over the link to the first telephone and the remotely serviceable arrangement; and

an arrangement responsive to origination of voice communications between the first and the second telephones, for automatically causing the simultaneous voice and data communications mechanism to effect the simultaneous voice and data communications single connection, connecting a voice portion of the simultaneous voice and data communications single connection to the second telephone thereby to effect voice communications between the first and the second telephones, and connecting a data portion of the simultaneous voice and data communications single connection to the remote servicing equipment thereby to effect remote servicing of the remotely serviceable arrangement by the remote servicing equipment;

whereby origination of the voice communications automatically results in the remote servicing equipment being connected to the remotely serviceable arrangement via data communications on same said single connection as the voice communication.

9. A method of effecting remote servicing of remotely serviceable equipment in a system comprising the remotely serviceable equipment and an associated first telephone, remote servicing equipment and an associated second telephone, a telecommunications link extending from the remotely serviceable equipment and the first telephone to the remote servicing equipment and the second telephone, and a simultaneous voice and data communications mechanism for effecting a simultaneous voice and data communications single connection over the link, comprising the steps of:

in response to origination of voice communications between the first and the second telephones, automatically causing the simultaneous voice and data communications mechanism arrangement to effect the simultaneous voice and data communications single connection over the link;

connecting a voice portion of the simultaneous voice and data communications single connection to the first and to the second telephones to effect voice communications between the first and the second telephones;

connecting a data portion of the simultaneous voice and data communications single connection to the remotely serviceable equipment and the remotely servicing equipment; and

in response to the connecting of the data portion, the remote servicing equipment remotely servicing the remotely serviceable equipment via data communications;

whereby origination of the voice communications automatically results in the remote servicing equipment being connected to the remotely serviceable equipment and servicing the remotely serviceable equipment via the data communications on same said single connection as the voice communications.