Method and system for using TCAP signaling for improved call setup from a virtual switching point

• US 6,236,722 B1
• Filed: 05/01/1998
• Issued: 05/22/2001
• Est. Priority Date: 05/01/1998
• Status: Expired due to Term

• Current Assignee: Broadview Networks Incorporated (Windstream Holdings II LLC)
• Original Assignee: Bell Canada (BCE Incorporated)
• Inventors: Williams, L. Lloyd, Gilbert, Gordon J.
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US09/071,092
• Time in Patent Office: 1,117 Days
• Field of Search: 379/230, 379/220, 379/221, 379/207, 379/201, 379/900
• US Class Current: 379/230
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/003 Click to dial services
• CPC Class Codes: H04M 7/06 using auxiliary connections for control or supervision , e.g. where the auxiliary connection is a signalling system number 7 link
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking

Abstract

A method and system for using TCAP signaling for improved call setup from a virtual switching point are disclosed. In accordance with the method, TCAP signaling is used to enhance call setup from virtual switching points which receive call request messages from calling parties using a facility on a data network such as the Internet. TCAP signaling is used when necessary to determine the availability of the called party telephone. The system includes a Virtual Switching Point (VSP) in a switched telephone network having a connection to a data network such as the Internet. Call requests are received by the VSP from the data network and processed by the VSP to establish a voice connection between the calling party which initiates the call request and a called party number indicated in the call request message. The use of TCAP signaling from the VSP to Switching Points (SPs) which serve the calling party and/or the called party improves efficiency and minimizes common channel signaling. The VSP enabled with TCAP signaling can also be used as an efficient out-dialer for a call center. The advantage is the ability to offer more calling options while improving network use efficiency.

Claims

1. A method of completing a voice connection between a first and second voice terminal on a Switched Telephone Network (STN), comprising the steps of:

receiving at a Virtual Switching Point (VSP) in the STN having a connection to a data network a call request from a calling party;

sending a query message to an SP in the STN that serves the calling party to determine the availability of a calling line identified in the call request;

if a response to the query message indicates that the calling line is available, sending a first Common Channel Signaling (CCS) message from the VSP over a signaling network of the STN to an SP in the STN to initiate a first leg of the voice connection, and sending a second CCS message from the VSP to an SP in the STN to initiate a second leg of the voice connection, the first and second CCS messages being interrelated to an extent that a circuit identification code in each message is associated with opposite ends of the same facility.

2. A method for using TCAP signaling for improved call set up from a virtual switching point (VSP) in a switched telephone network (STN), comprising:

receiving through a data network a call request message at the VSP, the call request message indicating a calling party number and at least one called party number;

sending a TCAP query message through a common channel signaling system of the STN to a switching point (SP) which serves the calling party number to determine when the calling party number is available to receive a call in response to the message; and

on receipt of a TCAP reply message indicating that the calling party number is available to receive the call, initiating from the VSP a call connection between the calling and called party numbers.

3. A method for using TCAP signaling for improved call set up from a VSP as claimed in claim 2 wherein the calling party has a single line connection to the STN, the single line connection being used to send the call request message over the data network to the VSP, and the TCAP query is used to determine when the calling party disconnects from the data network after sending the call request message in order to minimize a number of common channel signaling messaging required to set up a call to the calling party number.

4. A method for using TCAP signaling for improved call set up from a VSP as claimed in claim 3 wherein a TCAP query with permission (QUERY+P) message is sent from the VSP to the SP to determine the availability of the calling party number before any call set up messages are sent form the VSP.

5. A method for using TCAP signaling for improved call set up from a VSP as claimed in claim 4 wherein the SP responds to the QUERY+P message with a conversation with permission (CONVERSATION+P) TCAP message to acknowledge the query request and indicate to the VSP that the SP will scan a calling party line associated with the calling party number to determine when the calling party line is available for call setup.

6. A method for using TCAP signaling for improved call set up from a VSP as claimed in claim 5 wherein when the calling party number becomes available, the SP responds the to the QUERY+P message using a TCAP RESPONSE message to advise the VSP that the calling party line is available for call setup.

7. A method for using TCAP signaling for improved call set up from a VSP as claimed in claim 2 wherein initiating a call connection between the calling and called party numbers involves:

sending a first Initial Address Message (IAM) from the VSP to initiate a first leg of the call connection, the called number in the first IAM being the calling party number;

receiving from the SP that serves the calling party number Address Complete (ACM) and Answer (AMN) messages indicating that the called party has answered and the first leg of the call connection is complete;

sending a second IAM from the VSP to initiate a second leg of the call connection, the called number in the second IAM being the called party number; and

receiving from an SP that serves the calling party number an ACM and an ANM message to indicate that the calling party has answered the second leg of the call connection and the call connection is complete.

8. A method for using TCAP signaling for improved call set up from a VSP as claimed in claim 2 wherein if the call connection initiated between the calling and the called party numbers is not completed because a called party line associated with the called party number is busy, the VSP initiates a request for instructions from the calling party to determine further treatment of the call.

9. A method for using TCAP signaling for improved call set up from a VSP as claimed in claim 8 wherein the VSP initiates a request for instructions by sending an IAM from the VSP to connect the calling party with an Interactive Voice Response (IVR) unit in the STN and the IVR prompts the calling party to select one of a number of predefined options respecting further treatment of the call.

10. A method for using TCAP signaling for improved call set up from a VSP as claimed in claim 9 wherein the predefined options include:

a) abandon the call and attempt a next call in the call request message;

b) hold the calling party line open and monitor the called party line until the called party line becomes available;

c) disconnect the calling party line, monitor the called party line and re-attempt the call connection when the called party line becomes available;

d) abandon the call and attempt a next call in the call request message, but monitor the called party line and call the calling party line as soon as the called party line becomes available because the calling party has a call waiting feature;

e) abandon the call and attempt the call connection again if the called party line is available at any time during a specified time period.

11. A method for using TCAP signaling for improved call set up from a VSP as claimed in claim 10 wherein if option b) is selected, the VSP sends a QUERY+P message to an SP which serves the called party, the connection with the IVR is maintained until the called party line becomes available or the calling party terminates the connection, and the IVR plays audible content to the calling party on hold.

12. A method for using TCAP signaling for improved call set up from a VSP as claimed in claim 10 wherein if option c) is selected the VSP sends a QUERY+P message to an SP which serves the called party after the calling party line is disconnected, and on receipt of a RESPONSE message indicating that the called party line is available, the VSP sends a first IAM in which the called number is the calling party number to initiate a first leg of the call connection and on receipt of an ACM and ANM message in response to the IAM, the VSP sends a second IAM in which the called number is the called party number in order to complete a second leg of the call connection.

13. A method for using TCAP signaling for improved call set up from a VSP as claimed in claim 10 wherein if the option d) is selected the VSP sends a QUERY+P message to an SP which serves the called party after the IVR is disconnected, and on receipt of a RESPONSE message indicating that the called party line is available, the VSP sends a first IAM in which the called number is the calling party number to initiate a first leg of the call connection and a second IAM in which the called number is the called party number in order to complete a second leg of the call connection without waiting for an ACM or an ANM message from either end of the call connection.

14. A method for using TCAP signaling for improved call set up from a VSP as claimed in claim 10 wherein if the option e) is selected the VSP sends a QUERY+P message to an SP which serves the called party at a start of the specified time period, and if a RESPONSE message indicating that the called party line is available before an end of the specified time period, the VSP sends a first IAM in which the called number is the calling party number to initiate a first leg of the call connection and on receipt of an ACM and an ANM to indicate that the called party has answered, the VSP sends a second IAM in which the called number is the called party number in order to complete a second leg of the call connection;

but, if the calling party does not answer in response to the first IAM or the specified time expires before the calling party line becomes available, the VSP deletes the request and frees associated resources.

16. A system for using TCAP signaling for improved call set up in an STN as claimed in claim 11 wherein the VSP has a connection to the data network and receives the call requests from the server, the VSP setting up call connections between the calling party and a called party specified in the call request by a called party number.

17. A system for using TCAP signaling for improved call set up in an STN as claimed in claim 16 wherein the system further includes a gateway switch located between the VSP and the data network to isolate the VSP from the data network to prevent direct access to the VSP form the data network.

15. A system for using TCAP signaling for improved call set up in a switched telephone network (STN), comprising;

a virtual switching point (VSP) which is a physical node in a common channel signaling network of the STN and a logical node in a transport network of the STN, the VSP having TCAP signaling capability;

a plurality of switching points (SPs) in the STN, at least a portion of the SPs in the STN having TCAP signaling capability;

a trunk facility in the STN, the VSP being a logical switching node logically located between physical ends of the trunk facility; and

a server connected to a data network and accessible through the data network, the server accepting call requests from calling parties having access to the data network.

18. A system for using TCAP signaling for improved call set up in an STN as claimed in claim 15 wherein the system further includes an interactive voice response unit (IVR) in the STN, the IVR accepting calls set up by the VSP between the calling party and the IVR when a call connection cannot be set up by the VSP between the calling party and a called party specified in a call request message.

19. A system for using TCAP signaling for improved call set up in an STN as claimed in claim 18 wherein the IVR has a data link with the VSP and the IVR is enabled to communicate an option respecting further call handling which is chosen by the calling party in response to prompting messages presenting a number of predefined options for further call handling.

20. A system for using TCAP signaling for improved call set up in an STN as claimed in claim 19 wherein a one of the predefined options permits the calling party to stay on hold while the called party line is monitored for availability to take a call from the calling party and the IVR is enabled to play audible content during a period that the calling party is held by the IVR.

21. A method of completing calls for a call center having a predetermined list of numbers to be called, comprising:

placing the list of numbers to be called in a memory queue which may be accessed by a virtual switching point (VSP) in the network;

formulating a first IAM at the VSP, the IAM containing a called number from the queue, and forwarding the IAM to initiate a call connection with the called number; and

on receipt of an Address Complete (ACM) and an Answer (ANM) message in response to the first IAM, formulating a second IAM at the VSP, the second IAM including a number of the call center as the called number and forwarding the second IAM to connect the called number with the call center.

22. The method of completing calls to a call center as claimed in claim 21 wherein if an ISUP Release message is received at the VSP in response to the first IAM, the cause associated with the Release message is examined to determine a course of action respecting a further treatment of the called number.

23. The method of completing calls to a call center as claimed in claim 22 wherein if the ISUP Release message indicates that a line associated with the called number is busy, the VSP sends a TCAP message to a switching point that serves the line requesting that the line be monitored to determine when the line becomes idle.

24. The method of completing calls to a call center as claimed in claim 23 wherein on receipt of a TCAP response message indicating that the line is idle, the VSP checks the availability of an agent at the call center to receive a call and the VSP sends a first IAM if an agent is available to receive the call.

25. The method of completing calls to a call center as claimed in claim 24 wherein the VSP checks the availability of an agent to take the call by sending a data query message to an automatic call distributor or a private branch exchange at the call center.

26. The method of completing calls to a call center as claimed in claim 25 wherein a predictive algorithm is used to determine the availability of an agent to receive the call.

27. The method of completing calls to a call center as claimed in claim 23 wherein on receipt of a TCAP response message indicating that the line is idle, the VSP places the called number associated with the response at the head of the memory queue of numbers to be called.

28. The method of completing calls to a call center as claimed in claim 22 wherein if the cause associated with the ISUP release message indicates that the number is unavailable, the number is removed from the list of numbers to be called and a data message is sent to the call center indicating that the number is unavailable.

29. The method of completing calls to a call center as claimed in claim 28 wherein the message sent to the call center is a part of an exception report indicating all numbers removed from the list of numbers to be called and a reason that each number was removed from the list.

30. The method of completing calls to a call center as claimed in claim 22 wherein if an ISUP Pass Along Message (PAM) is received in response to the first IAM indicating that the call has been forwarded to another number, an ISUP Release message is sent back to a switching point that serves the called number to cancel the call.

31. The method of completing calls to a call center as claimed in claim 30 wherein after the ISUP Release message is sent, a TCAP message is sent to the switching point to determine a status of the a line associated with the called number.

32. The method of completing calls to a call center as claimed in claim 31 wherein if a response to the TCAP message indicates that the line associated with the called number is busy, a TCAP message is sent to the switching point requesting that the line be monitored to determine when the line becomes idle.

33. The method of completing calls to a call center as claimed in claim 32 wherein on receipt of a TCAP response message indicating that the line is idle, the VSP checks the availability of an agent at the call center to receive a call and the VSP sends a first IAM if an agent is available to receive the call.

34. The method of completing calls to a call center as claimed in claim 33 wherein the VSP checks the availability of an agent to take the call by sending a data query message to an automatic call distributor or a private branch exchange at the call center.

35. The method of completing calls to a call center as claimed in claim 34 wherein a predictive algorithm is used to determine the availability of an agent to receive the call.

36. The method of completing calls to a call center as claimed in claim 32 wherein on receipt of a TCAP response message indicating that the line is idle, the VSP places the called number associated with the response at the head of the memory queue of numbers to be called.

37. The method of completing calls to a call center as claimed in claim 31 wherein if the response to the TCAP message indicates that the line is idle, the called number is placed in a special queue of numbers to be called at a later time.

38. The method of completing calls to a call center as claimed in claim 31 wherein if the response to the TCAP message indicates that the line is idle, the called number is placed at a bottom of the memory queue.

39. The method of completing calls to a call center as claimed in claim 38 wherein if the called number is placed at a bottom of the memory queue, a call attempt count associated with the number is incremented and the called number is removed from the memory queue and added to an exception report when the call attempt count reaches a predetermined value.

40. An out-dialer for a call center, comprising:

a virtual switching point (VSP) which is a physical node in a signaling network of a switched telephone network (STN) which serves the call center, the VSP being a physical node in a signaling network which controls the STN and a virtual node in at least one transport facility of the STN; and

a memory queue accessible by the VSP, the memory queue containing at least one list of called numbers to which calls are to be set up by the VSP.

41. An out-dialer for a call center as claimed in claim 40 wherein the VSP has a data communications link with the call center to permit data messages to be exchanged between the VSP and the call center.

42. An out-dialer for a call center as claimed in claim 40 wherein the VSP sets up calls to called numbers by sending a first ISUP IAM message to a switching point associated with an end of a transport facility in which the VSP is a virtual node, the first ISUP IAM message containing the called number.

43. An out-dialer for a call center as claimed in claim 42 wherein the VSP completes the set up of the call by sending a second ISUP IAM message which includes a called number that is a number of the call center.

44. An out-dialer for a call center as claimed in claim 42 wherein after a initial connection with an agent at a call center, the VSP does not disconnect the agent between calls unless explicitly instructed to do so by a data message sent over a data communications link with the call center.