Remote initiation of three-way calling at a telematics unit

A method for operating three-way calling for a telematics unit including establishing a first connection between a call center and the telematics unit based on a trouble call request, sending call instructions from the call center to the telematics unit via the first connection based on the trouble call request and establishing a second connection from the telematics unit to one of the call center or a contact-problem number associated with the trouble call request based on the call instructions.

FIELD OF THE INVENTION

This invention relates generally to remotely initiated control of a telematics unit. In particular, the invention relates to remotely establishing a three-way call from a telematics unit at a call center.

BACKGROUND OF THE INVENTION

The opportunity to personalize features in a mobile vehicle is ever increasing as the automobile is being transformed into a communications and entertainment platform as well as a transportation platform. Many new cars will be equipped with a telematics unit to provide wireless communication and location-based services. These services may be accessed through interfaces, such as voice-recognition computer applications, touch-screen computer displays, computer keyboards, or a series of buttons on the dashboard or console of a vehicle.

Currently, telematics service call centers establish a voice or data communication channel between a telematics unit and the call center to provide various types of location services, including dispatch of emergency help to a vehicle when air bags deploy, stolen vehicle tracking, traffic information, weather reports, road condition information, accident updates, street routing, and business finders.

If there is a technical problem within the telematics unit, the user contacts the call center and informs them of the problem. In order to fix the problem, technical personnel at the call center work with the user to determine the source of the problem. The user is required to place calls from the telematics unit for the technical personnel. The technical personnel may ask the user to pull off the road and to make one or more calls from the telematics unit as part of the troubleshooting process. The troubleshooting process may be an inconvenience to the user and the technical personnel may be limited to troubleshooting when the user is unavailable to assist them in the process. In many instances, a telematics unit is unable to initiate a three-way call.

It would be desirable to provide remote initiation of three-way calling at a telematics unit that overcomes the above disadvantages.

SUMMARY OF THE INVENTION

One aspect of the present invention provides a method for operating three-way calling for a telematics unit including establishing a first connection between a call center and the telematics unit based on a trouble call request, sending call instructions from the call center to the telematics unit via the first connection based on the trouble call request and establishing a second connection from the telematics unit to one of the call center or a contact-problem number associated with the trouble call request based on the call instructions.

A second aspect of the present invention provides a computer readable medium storing a computer program including computer readable code operable for establishing a first connection between a call center and a telematics unit based on a trouble call request, for sending call instructions from the call center to the telematics unit via the first connection based on the trouble call request and for establishing a second connection from the telematics unit to one of the call center or a contact-problem number associated with the trouble call request based on the call instructions.

A third aspect of the present invention provides a system for operating three-way calling for a telematics unit. The system includes means for establishing a first connection between a call center and the telematics unit based on a trouble call request, means for sending call instructions from the call center to the telematics unit via the first connection based on the trouble call request and means for establishing a second connection from the telematics unit to one of the call center or a contact-problem number associated with the trouble call request based on the call instructions.

DETAILED DESCRIPTION OF THE PRESENTLY PREFERRED EMBODIMENTS

FIG. 1illustrates one embodiment of system for data transmission over a wireless communication system, in accordance with the present invention at100. Mobile vehicle communication system (MVCS)100includes a mobile vehicle communication unit (MVCU)110, a vehicle communication network112, a telematics unit120, one or more wireless carrier systems140, one or more communication networks142, one or more land networks144, one or more service providers190, one or more client, personal or user computers150, one or more web-hosting portals160, and/or one or more call centers170. In one embodiment, the service providers190are included in the one or more wireless carrier systems140, one or more communication networks142, one or more land networks144. In one embodiment, MVCU110is implemented as a mobile vehicle equipped with suitable hardware and software for transmitting and receiving voice and data communications. MVCS100may include additional components not relevant to the present discussion. Mobile vehicle communication systems and telematics units are known in the art.

MVCU110may also be referred to as a mobile vehicle throughout the discussion below. In operation, MVCU110may be implemented as a motor vehicle, a marine vehicle, or as an aircraft. MVCU110may include additional components not relevant to the present discussion.

Vehicle communication network112sends signals between various units of equipment and systems (detailed below) within MVCU110to perform various functions, such as unlocking a door, opening the trunk, setting personal comfort settings, and calling from telematics unit120. In facilitating interactions among the various communication and electronic modules, vehicle communication network112utilizes network interfaces, such as controller-area network (CAN), International Organization for Standardization (ISO) Standard 9141, ISO Standard 11898 for high-speed applications, ISO Standard 11519 for lower speed applications, and Society of Automotive Engineers (SAE) Standard J1850 for high-speed and lower speed applications.

MVCU110, via telematics unit120, sends and receives radio transmissions from wireless carrier system140. Wireless carrier system140is implemented as any suitable system for transmitting a signal from MVCU110to communication network142.

Telematics unit120includes a processor122connected to a wireless modem124, a global positioning system (GPS) unit126, an in-vehicle memory128, a microphone130, one or more speakers132, and a network access device134, such as an embedded or in-vehicle mobile phone. In other embodiments, telematics unit120may be implemented without one or more of the above listed components, such as a microphone130or speakers132. Telematics unit120may include additional components not relevant to the present discussion.

Processor122is implemented as a microcontroller, microprocessor, controller, host processor, or vehicle communications processor. In one embodiment, processor122is a digital signal processor (DSP). In one example, processor122is implemented as an application specific integrated circuit (ASIC). In another embodiment, processor122is implemented as a processor working in conjunction with a central processing unit (CPU) performing the function of a general purpose processor. GPS unit126provides longitude and latitude coordinates of the vehicle responsive to a GPS broadcast signal received from one or more GPS satellite broadcast systems (not shown). Network access device134is a cellular-type communication device, such as an analog, digital, dual-mode, dual-band, multi-mode or multi-band cellular phone.

Processor122executes various computer programs that control programming and operational modes of electronic and mechanical systems within MVCU110. Processor122controls communications, e.g., call signals between telematics unit120, wireless carrier system140, and call center170. In one embodiment, a voice-recognition application is installed in processor122that can translate human voice input through microphone130to digital signals. Processor122generates and accepts digital signals transmitted between telematics unit120and a vehicle communication network112that is connected to various electronic modules in the vehicle. In one embodiment, these digital signals activate the programming mode and operation modes, as well as provide for data transfers. In this embodiment, signals from processor122are translated into voice messages and sent out through speaker132.

Communication network142includes services from one or more mobile telephone switching offices and wireless networks. Communication network142connects wireless carrier system140to land network144. Communication network142is implemented as any suitable system or collection of systems for connecting wireless carrier system140to MVCU110and land network144.

Land network144connects communication network142to client computer150, web-hosting portal160, and call center170. In one embodiment, land network144is a public-switched telephone network (PSTN). In another embodiment, land network144is implemented as an Internet protocol (IP) network. In other embodiments, land network144is implemented as a wired network, an optical network, a fiber network, other wireless networks, or any combination thereof. Land network144is connected to one or more landline telephones. Communication network142and land network144connect wireless carrier system140to web-hosting portal160and call center170.

Client, personal or user computer150includes a computer usable medium to execute Internet browser and Internet-access computer programs for sending and receiving data over land network144and, optionally, wired or wireless communication networks142to web-hosting portal160. Personal or client computer150sends user preferences to web-hosting portal through a web-page interface using communication standards, such as hypertext transport protocol (HTTP), and transport-control protocol and Internet protocol (TCP/IP). In one embodiment, the data includes directives to change certain programming and operational modes of electronic and mechanical systems within MVCU110. In operation, a client utilizes computer150to initiate setting or re-setting of user-preferences for MVCU110. User-preference data from client-side software is transmitted to server-side software of web-hosting portal160. User-preference data is stored at web-hosting portal160.

Web-hosting portal160includes one or more modems162, one or more web servers164, one or more databases166, and a network system168. Web-hosting portal160is connected directly by wire to call center170, or connected by phone lines to land network144, which is connected to call center170. In one example, web-hosting portal160is connected to call center170utilizing an IP network. In this example, both components (web-hosting portal160and call center170) are connected to land network144utilizing the IP network. In another example, web-hosting portal160is connected to land network144by one or more modems162. Land network144sends digital data to and from modem162, and the digital data is then transferred to web server164. Modem162may reside inside web server164. Land network144transmits data communications between web-hosting portal160and call center170.

Web server164receives user-preference data from user computer150via land network144. In alternative embodiments, computer150includes a wireless modem to send data to web-hosting portal160through a wireless communication network142and a land network144. Data is received by land network144and sent to one or more web servers164. In one embodiment, web server164is implemented as any suitable hardware and software capable of providing web services to help change and transmit personal preference settings from a client at computer150to telematics unit120in MVCU110. Web server164sends to or receives from one or more databases166data transmissions via network system168. Web server164includes computer applications and files for managing and storing personalization settings supplied by the client, such as door lock/unlock behavior, radio station pre-set selections, climate controls, custom button configurations and theft alarm settings. For each client, the web server potentially stores hundreds of preferences for wireless vehicle communication, networking, maintenance and diagnostic services for a mobile vehicle.

In one embodiment, one or more web servers164are networked via network system168to distribute user-preference data among its network components, such as database166. In one example, database166is a part of or a separate computer from web server164. Web server164sends data transmissions with user preferences to call center170through land network144.

Call center170is a location where many calls are received and serviced at the same time, or where many calls are sent at the same time. In one embodiment, the call center is a telematics call center, facilitating communications to and from telematics unit120in MVCU110. In an example, the call center is a voice call center, providing verbal communications between an advisor in the call center and a subscriber in a mobile vehicle. In another example, the call center contains each of these functions. In other embodiments, call center170and web-hosting portal160are located in the same or different facilities.

Call center170contains one or more voice and data switches172, one or more communication services managers174, one or more communication services databases176, one or more communication services advisors178, and one or more network systems180. The communication services advisors178can be a single advisor.

Switch172of call center170connects to land network144. Switch172transmits voice or data transmissions from call center170, and receives voice or data transmissions from telematics unit120in MVCU110through wireless carrier system140, communication network142, and land network144. Switch172receives data transmissions from and sends data transmissions to one or more web-hosting portals160. Switch172receives data transmissions from or sends data transmissions to one or more communication services managers174via one or more network systems180.

Communication services manager174is any suitable hardware and software capable of providing requested communication services to telematics unit120in MVCU110. Communication services manager174sends to or receives from one or more communication services databases176data transmissions via network system180. Communication services manager174sends to or receives from one or more communication services advisors178data transmissions via network system180. Communication services database176sends to or receives from communication services advisors178data transmissions via network system180. Communication services advisors178receive from or send to switch172voice or data transmissions.

Communication services manager174provides one or more of a variety of services, including enrollment services, navigation assistance, directory assistance, roadside assistance, business or residential assistance, information services assistance, emergency assistance, and communications assistance. Communication services manager174receives service-preference requests for a variety of services from the client via computer150, web-hosting portal160, and land network144. Communication services manager174transmits user-preference and other data to telematics unit120through wireless carrier system140, communication network142, land network144, voice and data switch172, and network system180. Communication services manager174stores or retrieves data and information from communication services database176. Communication services manager174may provide requested information to communication services advisors178.

In one embodiment, communication services advisors178are implemented as real advisors. In an example, a real advisor is a human being in verbal communication with a user or subscriber, e.g., a client, in MVCU110via telematics unit120. In another embodiment, communication services advisors178are implemented as virtual advisors. In an example, a virtual advisor is implemented as a synthesized voice interface responding to requests from telematics unit120in MVCU110.

Communication services advisors178provide services via telematics unit120. Services provided by communication services advisors178include enrollment services, navigation assistance, real-time traffic advisories, directory assistance, roadside assistance, business or residential assistance, information services assistance, emergency assistance, and communications assistance. Communication services advisors178communicate with telematics unit120in MVCU110through wireless carrier system140, communication network142, and land network144using voice transmissions, or through communication services manager174and switch172using data transmissions. Switch172selects between voice transmissions and data transmissions.

FIG. 2is a flowchart of a method200representative of a method of operating three-way calling for a vehicle telematics unit120in accordance with the present invention. In method200, the call center170establishes three-way calling connections from a telematics unit120, so that communication services advisors178in the call center170can monitor connections made from the telematics unit120in a troubleshooting process. The call center170, the communication services managers174, the telematics unit120, the processor122, the in-vehicle memory128, and the service providers190have stored in computer readable medium at least one computer program including computer readable code to perform the operations described with reference to method200.

During stage S202, the call center (CC)170receives a trouble call request from the telematics unit (TU)120. The user of the MVCU110places the trouble call request after experiencing difficulty with a function of the telematics unit120. One exemplary difficulty is an inability to connect the telematics unit120with a specific phone number or a set of phone numbers. These specific phone numbers or sets of phone numbers are referred to herein as contact-problem numbers. Another exemplary difficulty is a problem with a particular function of the telematics unit120, such as an inability to place an emergency request to the call center170by pushing the emergency button.

In one example, the user problem is an inability to place a non-emergency call from the telematics unit120to the call center170. The user initiates the trouble call request, in this case, by pressing the emergency button in the telematics unit120to utilize cleared numbers to place the trouble call request from the telematics unit120to the call center170.

The trouble call request is sent from the telematics unit120to the call center170via one or more wireless carrier systems140, one or more communication networks142, and/or one or more land networks144. In one embodiment, the trouble call request is sent from a personal or user computer150to the call center170via one or more wireless carrier systems140, one or more communication networks142, one or more land networks144, and/or one or more web-hosting portals160.

During stage S204, communication services advisors178at the call center170respond to the trouble call request by determining if a three-way calling service is available at the telematics unit (TU)120. The communication services advisors178can maintain the connection to the user in the telematics unit120while making this determination. In an alternative embodiment, the communication services advisors178terminate the connection to the user in the telematics unit120before making this determination.

The communication services advisors178can be one or more technical personnel with the knowledge and experience to troubleshoot problems related to telematics units120and communication systems, including wireless carrier systems140, communication networks142, and land networks144.

To make the determination as to whether three-way calling service is available, communication services advisors178establish a connection with the service provider190and ask if three-way calling service is available at the telematics unit (TU)120. The service provider190retrieves the relevant information from a database in a public switch (not shown). The service provider190communicates with and controls the public switch. The public switch can be included in the one or more wireless carrier systems140, the one or more communication networks142, or the one or more land networks144. In one embodiment, the communication services advisors178check one or more communication services databases176in the call center170to determine if the user elected the three-way calling service option for the telematics unit120.

If it is determined during stage S204that three-way calling service is not available and enabled at the telematics unit120, the call center (CC)170modifies the telematics unit (TU) service at stage S206to temporarily provide the three-way calling service at the telematics unit120. The call center170submits a request to the service provider190to modify the public switch to enable three-way calling service at the telematics unit120. In response to the modification request, the service provider190applies program instructions to modify the public switch to temporarily enable the three-way calling service at the telematics unit120.

In one embodiment, the three-way calling service is only enabled for a predetermined period of time. In another embodiment, the three-way calling service is enabled until the service provider190receives a request from the call center170to terminate three-way calling service at the telematics unit120, at which time the service provider190applies program instructions to modify the public switch to prevent three-way calling service at the telematics unit120.

After the call center170modifies the telematics unit service to temporarily provide the three-way calling service at the telematics unit120at stage S206, the method200proceeds to stage S208. If it is determined during stage S204that three-way calling service is available and enabled at the telematics unit120, the method200proceeds directly to stage S208.

During stage S208, the call center170establishes a first connection between the telematics unit120and the call center170based on the trouble call request placed during stage S202. If the communication services advisors178maintained the connection to the user in the telematics unit120while making the determination of stage S204, the first connection is the connection that was established by the user to place the trouble call request.

If the communication services advisors178terminated the connection to the user in the telematics unit120before or while making the determination of stage S204, the first connection is a separate connection from the connection on which the call center170received the trouble call request from the telematics unit120. The first connection is established between the call center170and the telematics unit120via one or more wireless carrier systems140, one or more communication networks142, and/or one or more land networks144.

During stage S210, the call center (CC)170sends call instructions to the telematics unit (TU)120via the first connection. The communication services advisors178generate the particular call instructions in response to the trouble call request. The call instructions are transmitted using data mode and include the contact-problem number and/or telematics unit function to test. The call instructions include instructions for the telematics unit120to establish a three-way call in which the first connection is one of the connections in the three-way call. The instructions for executing the call are typically stored in the in-vehicle memory128.

During stage S212, the call instructions are executed to establish a second connection from the telematics unit (TU)120to the call center (CC)170or another location at the contact-problem number associated with the trouble call request.

Various call instructions to be executed by the telematics unit120are provided as appropriate for particular difficulties. When the user experienced difficulty with a function of the telematics unit120, the call instructions have the telematics unit120open a second connection with the call center170to re-enact the problem function. When the difficulty at the telematics unit120is a non-responsive emergency button, the call instructions instruct the telematics unit120to out-pulse the emergency number to establish the second connection. When the difficulty is an inability to open a connection with the call center170by pushing a particular button that is supposed to be operable to open a connection with the call center170, the call instructions instruct the telematics unit120to out-pulse the subscriber number to establish the second connection with the call center170. When the difficulty is an inability to connect with a specific contact-problem number, the call instructions instruct the telematics unit120to out-pulse the specific contact-problem number to establish the second connection. Other call instructions are possible.

In one embodiment, the three-way calling is enabled for a mobile dial number of a network access device134, such as an embedded or in-vehicle mobile phone in the telematics unit120.

During stage S214, the communication services advisors178in the call center (CC)170monitor the second connection to troubleshoot the telematics unit (TU)120. From the call center170, the communication services advisors178can hear the outcome of the second connection including cell messages or successful carrier tones.

In one embodiment, a second set of call instructions are sent from the call center170to the telematics unit120after the communication services advisors178have monitored the second connection established in response to the first set of call instructions. The communication services advisors178then monitor the second connection established in response to the second set of call instructions. Additional sets of call instructions can be sent from the call center170to the telematics unit120as required.

During stage S216, the call center (CC)170sends termination instructions to the telematics unit (TU)120via one of the first or second connections. When the second connection was established between the telematics unit120and the call center170, the second connection can be used to transmit the termination instructions to the telematics unit120. The termination instructions are sent after the communication services advisors178have completed monitoring of the one or more second connections. The termination instructions direct the processor122to terminate a three-way call from the telematics unit120. The instructions for executing the termination instructions are stored in the in-vehicle memory128. During stage S218, the telematics unit120terminates the second connection based on the termination instructions sent from the call center170during stage S216.