Computer telephony integration gateway

• US 6,094,479 A
• Filed: 05/06/1997
• Issued: 07/25/2000
• Est. Priority Date: 05/06/1997
• Status: Expired due to Term

• Current Assignee: Telefonaktiebolaget LM Ericsson
• Original Assignee: Telefonaktiebolaget LM Ericsson
• Inventors: Hammarstrom, Peter, Lindeberg, Jan H. I., Smidt, Allan
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US08/851,897
• Time in Patent Office: 1,176 Days
• Field of Search: 379/219, 379/220, 379/225, 379/227, 379/234, 379/265, 379/266, 379/207, 379/211, 379/212, 379/230, 379/309, 379/901, 370/352, 370/353, 370/354, 370/401, 370/467
• US Class Current: 379/220.01
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• 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 7/009 in systems involving PBX or KTS networks
• CPC Class Codes: H04Q 2213/13034 A/D conversion, code compression/expansion
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13196 Connection circuit/link/trunk/junction, bridge, router, gateway
• CPC Class Codes: H04Q 2213/13204 Protocols
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/13345 Intelligent networks, SCP
• CPC Class Codes: H04Q 2213/13502 primitives - inc. service-independent building blocks [SIBBs]
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking
• CPC Class Codes: Y10S 379/901 Virtual networks or virtual private networks

Abstract

A telecommunications system combines the benefits provided by a public intelligent network and a customer premise equipment (CPE)-based private network to provide enhanced telecommunications services. The public intelligent network includes an IN service control element and an IN switching control element used to provide IN services following IN control procedures. The private telecommunications network includes a computer telephony integration (CTI) server providing CTI services following CTI control procedures. A network gateway is provided between the public and private networks. The network gateway establishes a service logic communication between the IN service control element and the CTI server and permits, for example, the CTI server to request a service is from the IN service control element. Events related to the requested service are returned via the network gateway. The network gateway includes a CTI interface that emulates a private branch exchange switch to receive and translate switching service communications from the CTI server, and an IN interface that emulates a public IN node to receive and translate service communications from the service control point.

Claims

1. A telecommunications system comprising:

a public telecommunications intelligent network (IN) including an IN service control element and an IN switching control element providing IN services following IN control and event notification procedures;

a private telecommunications network including a computer telephony integration (CTI) server providing CTI services to the public telecommunications IN following CTI control and event notification procedures; and

a network control gateway coupled to the public and private networks establishing a service logic control path between the CTI server and the IN service control element to permit the CTI server to request a service from the IN service control element.

2. The system in claim 1, wherein the CTI server requests the service using the CTI control procedures.

3. The system in claim 2, wherein the network control gateway converts the service request into the IN control procedure format and conveys the converted service request to the IN service control element.

4. The system in claim 3, wherein the IN service control element performs the requested service and conveys an event relating to the requested service to the network control gateway in the IN control procedure format.

5. The system in claim 4, wherein the network control gateway converts the event from the IN control procedure format into the CTI control procedure format.

6. The system in claim 1, wherein the network gateway includes:

a CTI protocol encoder/decoder, and

an IN protocol encoder/decoder.

7. The system in claim 6, wherein the network control gateway further includes a switching control coordinator connected to the CTI protocol encoder/decoder and IN protocol encoder/decoder.

8. The system in claim 1, wherein the private network includes:

plural telephones connected to the public network, and

plural operator workstations connected to the CTI server by the private network.

9. The system in claim 8, wherein the network control gateway controls distribution of incoming telephone calls to a telephone device corresponding to one of the operator workstations.

10. The system in claim 9, wherein the CTI server sends a telephony order request to the network gateway, the network gateway sends the telephony order request to the IN service control element, and the IN service control element causes the IN switching control element to execute the requested telephony order.

11. The system in claim 1, wherein the CTI protocol is designed to interface with a private branch exchange.

12. The system in claim 11, wherein the network gateway includes:

a CTI interface that emulates a private branch exchange switch to receive switching service communications from the CTI server, and

an IN interface that emulates a public IN node to receive service communications from the service control point.

13. The system in claim 11, wherein the private telecommunications network does not include a telephony switch.

14. A telecommunications system comprising:

a public telecommunications intelligent network (IN) including an IN service control element and an IN switching control element providing IN services following IN control procedures;

a private telecommunications network including a computer telephony integration (CTI) server providing CTI services following CTI control procedures and a first group of plural telephones connected to the public IN network; and

a network gateway coupled to the public and private networks through which the CTI server requests a service from the IN service control element,

wherein a virtual private network connecting the first group of telephones using the public telecommunications intelligent network is established in accordance with communications between the service control element and the CTI server through the network gateway.

15. The system in claim 14, wherein the private telecommunications network does not include a telephony switch.

16. The system in claim 15, wherein the telephones in the first group are located in different geographical locations.

17. The system in claim 15, wherein the private telecommunications network provides an automatic call distribution service.

18. The system in claim 15, wherein the private telecommunications network provides a private numbering plan service.

19. The system in claim 15, wherein the switching functions required to support the virtual private network are performed by the IN service control element and one or more IN switching control elements in the public telecommunications intelligent network.

20. A method of enhancing telecommunications services offered in a private network domain controlled by a private network computer server with services from a public intelligent network (IN) that includes an IN service control element and an IN switching element, comprising the steps of:

providing a network control gateway between the computer server and the IN service control clement;

establishing a service logic control path between the computer server and the IN service control element via the network control gateway;

the computer server requesting from the gateway over the service logic control path a public IN switching service for the private network;

the gateway conveying a switching message corresponding the requested switching service to the service control element; and

in response to the switching message, the service control element performing the requested switching function using the switching element.

21. The method in claim 20, wherein the computer server employs a first control procedure format and the public intelligent network employs a second control procedure format, the method further comprising:

converting the public IN switching service request in the gateway into the second control procedure format, and

conveying the converted service request to a service control element of the public intelligent network.

22. The method in claim 21, further comprising:

performing the requested service in the intelligent network;

conveying an event relating to the requested service to the gateway;

converting the event from the second control procedure format into the first control procedure format; and

conveying the event in the converted format to the computer server.

23. A method of enhancing telecommunications services offered in a private network controlled by a computer telephony integrated (CTI) server with services obtained from an intelligent network (IN) that includes a service control element and a switching element, comprising the steps of:

establishing service logic relating to a private network service in the IN service control element and one or more triggering conditions in the IN switching element;

providing a gateway coupled to the CTI server and IN service control element;

detecting in the IN switching element a call having a trigger condition;

invoking the private network service logic in the IN service control element and communicating information regarding the call to the CTI server;

processing the call information in the CTI server;

instructing the IN service control element to complete the call;

the IN service control element instructing the IN service switching element to complete the call; and

the IN service switching element completing the call.

24. The method in claim 23, wherein the gateway establishes a service logic communications path between the IN service control element and the CTI server and processes a communication from one of the IN service control element and the CTI server to render the communication understandable by the other.

25. The method in claim 23, wherein the private network includes plural telephones connected to the IN switching element and plural workstations connected to the CTI server, the method further comprising:

detecting in the CTI server a call request from one of the workstations;

processing the call request;

initiating a switching service request through the gateway to the IN service control element;

instructing the IN service control element to complete the call;

the IN service control element instructing the IN switching element to complete the call; and

the IN switching element completing the call to a telephone associated with the one workstation.

26. The method in claim 25, further comprising:

receiving a message at the CTI server from an operator indicating availability, and

informing the gateway and the gateway assigning the call agent to a call handling queue.

27. The method in claim 26, wherein the message is conveyed to the CTI server from the operator'"'"'s workstation.

28. The method in claim 26, further comprising:

detecting at the IN switching point a code corresponding to the message and querying the IN service control element, and

the service control element conveying to the CTI server information regarding the message.

29. The method in claim 23, wherein the after processing a type of call, the IN service control element is instructed via the gateway to route the call to a selected telephone corresponding to an available agent.

30. The method in claim 29, wherein if there is no available agent, the IN service control element is instructed via the gateway to route the call to a special resource function.

31. The method in claim 30, wherein the specialized resource function is in the private network.

32. The method in claim 30, wherein the specialized resource function is in the public network.