Method for providing personal information to call centers using intelligent network

• US 6,327,359 B1
• Filed: 12/11/1998
• Issued: 12/04/2001
• Est. Priority Date: 11/24/1998
• Status: Expired due to Term

• Current Assignee: Electronics and Telecommunications Research Institute
• Original Assignee: Electronics and Telecommunications Research Institute, Korea Telecom (KT Corporation)
• Inventors: Cho, Se Hyeong, Jun, Kyung Pyo, Kang, Tae Gyu, Bae, Seong Yong
• Primary Examiner(s): Matar, Ahmad
• Assistant Examiner(s): BUI, BING Q
• Application Number:
  US09/209,007
• Time in Patent Office: 1,089 Days
• Field of Search: 379/88.21, 379/93.03, 379/93.23, 379/127, 379/142, 379/245, 379/207, 379/220, 379/142.01, 379/207.13, 379/207.14, 379/207.15, 379/221.08, 379/221.09, 379/221.12
• US Class Current: 379/221.08
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/4211 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04Q 2213/13034 A/D conversion, code compression/expansion
• CPC Class Codes: H04Q 2213/1305 Software aspects
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13091 CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/13109 Initializing, personal profile
• CPC Class Codes: H04Q 2213/13166 Fault prevention
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/13345 Intelligent networks, SCP
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking
• CPC Class Codes: H04Q 3/64 Distributing or queueing

Abstract

A method for providing personal information which can overcome the duplication and redundancy of personal information and regional limitation, includes building a Computer Telephony Integration (CTI) information database, a personal information database, and a destination information database in a Service Control Point (SCP), to provide the personal information to CTI destination terminals in an intelligent network; transferring, by a Service Exchange Point (SSP), a calling line identification (CLI) and a dialing number (DN) to the SCP when an originating subscriber dials, retrieving a personal information and a destination information from said databases, and transferring the CLI and the retrieved personal information and destination information to the SSP; and providing, by the SSP, the CLI and the personal information to the destination terminals.

Claims

1. A method for providing personal information in an intelligent network, comprising the steps of:

building a Computer Telephony Integration (CTI) information database, an personal information database, and a destination information database in a Service Control Point (SCP), to provide the personal information to CTI destination terminals in an intelligent network;

transferring, by a Service Exchange Point (SSP), a calling line identification (CLI) and a dialing number (DN) to the SCP when an originating subscriber initiates an originating call;

retrieving a personal information and a destination information from said databases;

transferring the CLI and the retrieved personal information and destination information to the SSP; and

providing, by the SSP, the CLI and the personal information to the CTI destination terminals,

wherein said CTI information database comprises;

a CTI subscription information database which verifies whether the DN received from the SSP is registered and, if so, retrieves and stores CTI request information;

a CTI announcement information database which contains an announcement broadcasting content and a message content necessary in the CTI processing;

a CTI information transfer processing block which manages the CTI information database;

a CTI processing information database which defines CTI processing information codes;

a CTI provision information database which defines the information provision according to the DN; and

a CTI call originating block which determines whether the originating call is issued from the SSP.

2. The method of claim 1, wherein said personal information database comprises:

a basic personal profile database which contains fundamental data to every CTI subscriber;

a personal routing information database which designates a destination terminal a specific CTI subscriber prefers;

a personal characteristic information database which contains personal characteristic data pertaining to personal processing ability;

a personal subscription information database which contains DN services to which the CTI subscribers register;

a personal detail information database which contains detailed data of CTI subscribers which are not standardized;

a personal history information database which contains history data based on the DN and service names of CTI subscribers; and

a personal information processing block which manages the basic personal profile database, the personal routing information database, the personal characteristic information database, the personal subscription information database, the personal detail information database, and the personal history information database.

3. The method of claim 1, wherein said destination information database comprises:

a destination physical information database which contains CTI a destination information for each of the DN;

a destination area information database which selects the CTI destination terminals according to the area of the originating subscriber;

a destination preference information database which selects the CTI destination terminals according to the personal information database of the originating subscriber; and

a destination information processing block which selects the destination physical information database, the destination area information database, and the destination preference information database.

4. The method of claim 1, further comprising:

processing, by the SCP, the CTI information in the CTI information database by using, the DN, when the CLI and the DN are received by the SCP from the SSP;

retrieving, by the SCP, the personal information from the personal information database by using the CLI;

retrieving, by the SCP, the destination information by using the CLI and the DN; and

providing, by the SCP, the CLI and the retrieved destination information and the personal information to the SSP.

5. The method of claim 4, wherein said step of processing the CTI information comprises the steps of:

verifying, after retrieving the CTI information database by using the CLI and the DN, whether the numbers are call center operation numbers; and

issuing a personal information request necessary for the call center operation if the numbers are the call center operation numbers, while carrying out a destination routing after retrieving the destination number database but without retrieving the personal information database if the numbers are not the call center operation numbers.

6. The method of claim 4, wherein said CLI and said personal information are provided to the CTI destination terminals by:

connecting, by the SSP, the originating and the destination terminals through said intelligent network by using the destination information;

selecting, by the SSP, the destination terminal and providing the personal information at the same time of the connection of the originating and the destination terminals; and

providing, by the CTI subscriber of the destination terminal connected to the originating subscriber, the CTI service.

7. A communication system comprising:

one or more destination terminals;

an originating terminal;

a plurality of Service Switching Exchange Points (SSPs) arranged to serve one or more destination terminals and the originating terminal; and

a Service Control Point (SCP) configured to provide personal information to a destination terminal, upon a request from the originating terminal, via a corresponding SSP, said SCP comprising a Computer Telephony Integration (CTI) information database which contains information of CTI subscribers, a personal information database which contains personal information pertaining to the CTI subscribers, a destination information database which contains destination information pertaining to the CTI subscribers,

wherein said corresponding SSP transfers a calling line identification (CLI) and a dialing number (DN) to the SCP when a CTI subscriber at the originating terminal registers the dialing Number (DN) of the destination terminal, retrieves personal information and destination information from said personal information database and said destination information database, and transfers the CLI and the personal information and destination information retrieved to the SSP;

wherein said SSP provides the CLI and the personal information to the destination terminal; and

wherein said CTI information database comprises;

a CTI subscription information database which verifies whether the DN received from the SSP is registered and, if so, retrieves and writes CTI request information in a CTI request information database;

a CTI announcement information database which contains an announcement broadcasting content and a message content necessary in the CTI processing;

a CTI information transfer processing block which manages the CTI information database;

a CTI processing information database which defines CTI processing information codes;

a CTI provision information database which defines the information provision according to the DN; and

a CTI call originating block which determines whether the originating call is issued from the SSP.

8. The communication system of claim 7, wherein said SCP processes the CTI information by using the DN, when the CLI and the DN are received from the SSP, retrieves the personal information from said personal information database by using the CLI, the destination information from said destination information database by using the CLI and the DN, and provides the CLI and the personal number and destination information retrieved to the SSP.

9. The communication system of claim 8, wherein said CTI information is processed by:

verifying, after retrieving from said CTI information database by using the CLI and the DN, whether the numbers are call center operation numbers; and

issuing a personal information request necessary for the call center operation if the numbers are the call center operation numbers, while carrying out a destination routing after retrieving from said destination number database but without retrieving from said personal information database if the numbers are not the call center operation numbers.

10. The communication system of claim 8, wherein said SSP provides the CLI and personal information to the CTI destination terminal by first connecting the originating and the destination terminals using the destination information, and then providing CTI service to the CTI subscriber at the destination terminal connected to the originating terminal.

11. A communication system comprising:

one or more destination terminals;

an originating terminal;

a plurality of Service Switching Exchange Points (SSPs) arranged to serve one or more destination terminals and the originating terminal; and

a Service Control Point (SCP) configured to provide personal information to a destination terminal, upon a request from the originating terminal, via a corresponding SSP, said SCP comprising a Computer Telephony Integration (CTI) information database which contains information of CTI subscribers, a personal information database which contains personal information pertaining to the CTI subscribers, a destination information database which contains destination information pertaining to the CTI subscribers,

wherein said corresponding SSP transfers a calling line identification (CLI) and a dialing number (DN) to the SCP when a CTI subscriber at the originating terminal registers the dialing Number (DN) of the destination terminal, retrieves personal information and destination information from said personal information database and said destination information database, and transfers the CLI and the personal information and destination information retrieved to the SSP;

wherein said SSP provides the CLI and the personal information to the destination terminal; and

wherein said personal information database comprises;

a basic personal profile database which contains fundamental data to every CTI subscriber;

a personal routing information database which designates a destination terminal a specific CTI subscriber prefers;

a personal characteristic information database which contains personal characteristic data pertaining to personal processing ability;

a personal subscription information database which contains DN services to which the CTI subscribers register;

a personal detail information database which contains detailed data of CTI subscribers which are not standardized;

a personal history information database which contains history data based on the DN and service names of CTI subscribers; and

a personal information processing block which manages the basic personal profile database, the personal routing information database, the personal characteristic information database, the personal subscription information database, the personal detail information database, and the personal history information database.

12. The communication system of claim 11, wherein said SCP processes the CTI information by using the DN, when the CLI and the DN are received from the SSP, retrieves the personal information from said personal information database by using the CLI, the destination information from said destination information database by using the CLI and the DN, and provides the CLI and the personal number and destination information retrieved to the SSP.

13. The communication system of claim 12, wherein said CTI information is processed by:

verifying, after retrieving from said CTI information database by using the CLI and the DN, whether the numbers are call center operation numbers; and

issuing a personal information request necessary for the call center operation if the numbers are the call center operation numbers, while carrying out a destination routing after retrieving from said destination number database but without retrieving from said personal information database if the numbers are not the call center operation numbers.

14. The communication system of claim 12, wherein said SSP provides the CLI and personal information to the CTI destination terminal by first connecting the originating and the destination terminals using the destination information, and then providing CTI service to the CTI subscriber at the destination terminal connected to the originating terminal.

15. A communication system comprising:

one or more destination terminals;

an originating terminal;

a plurality of Service Switching Exchange Points (SSPs) arranged to serve one or more destination terminals and the originating terminal; and

a Service Control Point (SCP) configured to provide personal information to a destination terminal, upon a request from the originating terminal, via a corresponding SSP, said SCP comprising a Computer Telephony Integration (CTI) information database which contains information of CTI subscribers, a personal information database which contains personal information pertaining to the CTI subscribers, a destination information database which contains destination information pertaining to the CTI subscribers,

wherein said corresponding SSP transfers a calling line identification (CLI) and a dialing number (DN) to the SCP when a CTI subscriber at the originating terminal registers the dialing Number (DN) of the destination terminal, retrieves personal information and destination information from said personal information database and said destination information database, and transfers the CLI and the personal information and destination information retrieved to the SSP;

wherein said SSP provides the CLI and the personal information to the destination terminal; and

wherein said destination information database comprises;

a destination physical information database which contains CTI destination information for each of the DN;

a destination area information database which selects the CTI destination terminals according to the area of the originating subscriber;

a destination preference information database which selects the CTI destination terminals according to the personal information database of the originating subscriber; and

a destination information processing block which selects the destination physical information database, the destination area information database, and the destination preference information database.

16. The communication system of claim 15, wherein said SCP processes the CTI information by using the DN, when the CLI and the DN are received from the SSP, retrieves the personal information from said personal information database by using the CLI, the destination information from said destination information database by using the CLI and the DN, and provides the CLI and the personal number and destination information retrieved to the SSP.

17. The communication system of claim 15, wherein said CTI information is processed by:

verifying, after retrieving from said CTI information database by using the CLI and the DN, whether the numbers are call center operation numbers; and

issuing a personal information request necessary for the call center operation if the numbers are the call center operation numbers, while carrying out a destination routing after retrieving from said destination number database but without retrieving from said personal information database if the numbers are not the call center operation numbers.

18. The communication system of claim 15, wherein said SSP provides the CLI and personal information to the CTI destination terminal by first connecting the originating and the destination terminals using the destination information, and then providing CTI service to the CTI subscriber at the destination terminal connected to the originating terminal.