Real time customer service data manipulation to allow multiple services per trigger type

• US 6,882,718 B1
• Filed: 09/06/2002
• Issued: 04/19/2005
• Est. Priority Date: 09/06/2002
• Status: Expired due to Fees

• Current Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Original Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Inventors: Smith, Benjamin V.
• Primary Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US10/236,489
• Time in Patent Office: 956 Days
• Field of Search: 379/207.02, 379/219, 379/220.01, 379/221.01, 37922108-2211, 379/229, 379/230, 37920101-20105, 379/201.12
• US Class Current: 379/207.02
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 3/4217 Managing service interactions
• CPC Class Codes: H04M 3/4228 in networks
• CPC Class Codes: H04Q 3/0033 customer-controlled
• CPC Class Codes: H04Q 3/0062 Provisions for network management

Abstract

A system for providing multiple call processing services to a customer includes a first call processor configured to provide a first call processing service; a second call processor configured to provide a second call processing service; and a feature manager in communication with the first and second call processors, the feature manager being configured to receive a query message generated in response to a trigger associated with a telephone call and to direct the first and second call processors to provide the first and second call processing services.

Claims

1. A communications system for providing multiple call processing services to a customer, the system comprising:

a first call processor configured to provide a first call processing service;

a second call processor configured to provide a second call processing service; and

a feature manager in communication with the first and second call processors, the feature manager being configured to receive a query message generated in response to a trigger associated with a telephone call and to direct the first and second call processors to provide the first and second call processing services, wherein

the feature manager directs the first and second call processors according to a management profile of a customer, and

the feature manager is configured to provide the customer with Internet access to the management profile enabling substantially real time data manipulation of the management profile by the customer.

2. The communications system of claim 1, wherein the first call processor comprises a first service program application running on a service control point.

3. The communications system of claim 2, wherein the second call processor comprises a second service program application running on a service control point.

4. The communications system of claim 3, wherein the first and second service program application run on the same service control point.

5. The communications system of claim 1, wherein the first call processor comprises a first database identifying customers that have subscribed to the first call processing service.

6. The communications system of claim 5, wherein the second call processor comprises a second database identifying customers that have subscribed to the second call processing service.

7. The communications system of claim 1, wherein the first call processing service comprises one of a call forwarding service, a caller identification service, a call screening and blocking service, a privacy service, a do not disturb service, a remote event notification service, a call waiting service, and an Internet call waiting service.

8. The communications system of claim 7, wherein the second call processing service comprises another of a call forwarding service, a caller identification service, a call screening and blocking service, a privacy service, a do not disturb service, a remote event notification service, a call waiting service, and an Internet call waiting service.

9. The communications system of claim 1, wherein the feature manager comprises a service program application running on a service control point.

10. The communications system of claim 1, wherein the feature manager comprises a database identifying customers that have subscribed to a feature managing service.

11. The communication system of claim 1, wherein at least two of the first and second call processors and the feature manager are located at a common service control point.

12. The communication system of claim 1, wherein the feature manager receives the query from a signal switching point.

13. A communications method for providing multiple call processing services to a customer, the method comprising:

providing a customer with Internet access to a management profile for providing multiple call processing services to the customer;

manipulating the management profile of the customer in substantially real time according to customer-specified managing criteria received through the Internet;

receiving a query message generated in response to a trigger associated with a telephone call, the query message identifying the customer;

accessing the management profile of the customer, the management profile including multiple call processing services currently available to the customer; and

providing at least two call processing services to the identified customer according to the customer-specified managing criteria.

14. The communications method of claim 13, wherein the customer-specified managing criteria comprise a sequence for providing at least two call processing features.

15. The communications method of claim 13, wherein the customer-specified managing criteria comprises a schedule for providing call processing services at mutually exclusive times.

16. The communications method of claim 13, wherein the query message is generated by and received from a signal switch point.

17. The communications method of claim 13, further comprising interrogating a database containing a plurality of management profiles.

18. A computer program stored on a computer-readable medium, the computer program comprising instructions to:

provide a customer with Internet access to a management profile for providing multiple call processing services to the customer;

manipulate the management profile of the customer in substantially real time according to customer-specified managing criteria received through the Internet;

receive a query message generated in response to a trigger associated with a telephone call, the query message identifying the customer;

access the management profile of the customer, the management profile including multiple call processing services currently available to the customer; and

provide at least two call processing services to the identified customer according to the customer-specified managing criteria.

19. The computer program of claim 18, wherein the computer-readable medium comprises at least one of a disk, a client device, a network device, and a propagated signal.

20. A communications apparatus for providing multiple call processing services to a customer, the apparatus comprising:

means for providing a customer with Internet access to a management profile for providing multiple call processing services to the customer;

means for manipulating the management profile of the customer in substantially real time according to customer-specified managing criteria received through the Internet;

means for receiving a query message generated in response to a trigger associated with a telephone call, the query message identifying the customer;

means for accessing the management profile of the customer, the management profile including multiple call processing services currently available to the customer; and

means for providing at least two call processing services to the identified customer according to the customer-specified managing criteria.