METHOD AND SYSTEM FOR ASSISTING A TELEPHONE EXCHANGE OPERATOR

Abstract: The invention relates to a method and system, by means of which it is possible to facilitate the work of a switchboard operator and to improve the customer service ability of the operator. If an incoming call is connected automatically to various extensions (G, J, N, L), on the basis of a contactability chain, without, however, a connection being established, the call is routed to the switchboard operator. The drawback then arises, that the switchboard operator does not necessarily known at which numbers an attempt has already been made to contact the person to be contacted. According to the invention, information on the call routed to the switchboard operator, for example, information as to which extensions (G, J, N, L) the call has already been attempted to be connected, is arranged for the operator with the aid of a graphical user interface (Q). On the basis of the information of the graphical user interface (Q), the switchboard operator can connect the call to some suitable number, or decide to serve the caller in some other way, for example, by taking a call-back request. The graphical user interface (Q) can also show the state of the extensions (G, J, N, L).

Description: Method and System for Assisting a Telephone Exchange Operator The present invention relates to a method, according to the preamble of Claim 1, and a system, according to the preamble of Claim 11, for facilitating the work of a switchboard operator. Methods and systems of this kind are used to facilitate the work of a switchboard operator and to improve the operator's customer service ability. The term switchboard operator refers, for example, to a person who routes calls in a virtual telephone switchboard, in which distributed response series are used. The term distributed response series refers to a response series, the telephone subscribers of which can be located under several different telephone exchanges, for example, in different parts of the country. A call made to a telephone number of a distributed response series is routed to one of the subscriptions belonging to the response series. A distributed response series is highly suitable, for example, for implementing advice services, as the people who can be contacted from the telephone number of the response series can work at home and experts in several locations can be gathered into the response series. The term virtual telephone switchboard, virtual switchboard, in turn refers to an arrangement, in which telephone mainlines connected under a virtual switchboard, and which are located under the control of at least two branch exchanges, are intended to be controlled in the same way as a conventional telephone switchboard controls extensions. A functioning virtual telephone switchboard permits, for example, the telephone lines and mobile connections of the various units of a large company to be controlled from a single service point, thus improving the employees' contactability. In such a case, a customer calling the company's number will be more likely to contact the person they wish, or that person's deputy, irrespective of the specific unit in which the desired person is working at that precise moment. The caller can also be informed immediately, if the person they are seeking cannot be contacted. Virtual telephone switchboards are disclosed, in, for example, patent publications US 4,802,199 and US 5,247,571. According to the state of the art, a contactability chain, for instance, can be created for a specific telephone number, the chain comprising several other telephone numbers and/or other telecommunications network addresses. When a call is made to the telephone number, it is connected according to the contactability chain, for example, in the manner described in the following. The call is connected to the first number of the contactability chain. If there is no response from this first number, or if a connection cannot be made to it, the call is connected to the second number in the contactability chain. The call goes on being connected until either the call is answered, or until the alternatives in the contactability chain have been all gone through. If the person to be contacted is not contacted at any number in the contactability chain, the call is connected to the telephone switchboard operator, who tries to serve the caller to the best of their ability and connect the call to a suitable extension. At some points in a virtual switchboard network, or in the contactability service of a company's call number, there are generally a few switchboard operators, to whom calls are finally routed, if none of the destination numbers in the contactability chain responds. Depending on how the switchboard and the switchboard network are implemented, the switchboard operators may be informed of the number called by the caller. In that case, the switchboard operator can tell the caller, for example, that the person desired is in a meeting, or that the service is temporarily congested. It is also usual that the switchboard operator does not even know who the caller has tried to contact, or in which service they are interested. In the contactability chain, there may also be other telecommunications network targets, such as a voice mailbox. The call may also be routed, with the aid of a VoIP connection (voice over internet protocol), for example, to the remote work PC of the person desired. In some solutions of the state of the art, the switchboard operator is notified of the number to which the caller in question has originally called, and possibly also of a reason code or similar, which states why the call has been routed to the switchboard. The reason code may, for example, state that the last extension, to which the call was attempted to be connected, was busy. A method of this kind is disclosed in publication WO 99/44373. A basic drawback in the solutions referred to above is that, when the call finally reaches the switchboard operator, often after a long search chain, the switchboard operator may not necessarily know at which numbers or at which destinations an attempt has been made to contact the desired person, prior to the call being connected to the switchboard. The caller is then often quite exasperated at not being able to contact the person desired, or at the desired service not being available at that moment. In such a situation, the caller hopes that the switchboard operator could expertly guide them to a suitable number. The switchboard operator, however, does not know how the call has been routed in the network and to which extension numbers or addresses an attempt has already been made to connect the call. In the worst possible case, the switchboard operator may once again route the call to the contactability chain, in which yet another attempt is made to contact the person at the same telephone extensions as previously. The customer cannot tell the switchboard operator at which extensions an attempt has been made to contact the person to be contacted, as this information has not been given to the customer. For want of anything better, the switchboard operator may also try to connect the call to a mobile phone that is outside the coverage area, to voice mail that is full, or as a NoIP connection to the person's remote work PC, even though a NoIP connection is not available. The invention is intended to create a method, by means of which a switchboard operator can give callers better service. The invention is based on arranging for the use of the switchboard operator, for example, a graphical user interface, which shows the connection history of the call coming to the switchboard, and possibly also information on the state of the extensions controlled by the switchboard. The term connection history refers to information on the extensions to which an attempt has already been made to connect the call in question, without result. The term information on the state of the extensions refers to information, for example, as to whether a telephone extension is free, busy, or cannot be contacted. If a call transfer has been used to route calls coming to the extension to some other extension, information on this can also be included in the state information. The state information can also include information on the possessor of the extension, such as their holidays or work trips. The state information can also include information on the contactability of the possessor of the extension in question, for example, as to whether the possessor of the extension is on holiday or on a trip, and possibly also information on how or where the person in question can be contacted. More specifically, the method and system according to the invention are characterized by what is stated in the characterizing portion of Claim 1 and correspondingly in the characterizing portion of Claim 11. Considerable advantages are gained with the aid of the invention. With the aid of the invention, the work of a switchboard operator in a virtual switchboard network will become much more visual and easier than at present. For example, the switchboard operator can, through their graphical Web interface, see how a call that has just come to them has been routed through the telephone networks and systems. Thus, with the aid of the call routing information and company's other information systems, they can decide how the caller should be served in the situation in question. The switchboard operator has more extensive information than previously on which to base a decision on the further processing of the call. On the basis of the information shown in the interface, the switchboard operator can, for example, decide to take a call-back request, to transfer the call to a home telephone or voice mail, or to act in some other way to assist the customer. In the following, the invention is examined with the aid of examples and with reference to the accompanying drawing. In the example, the following internationally recognized abbreviations are used: MSC Mobile Switching Centre SCP Service Control Point SSP Service Switching Point NLR Visiting Location Register PBX Private Branch Exchange BSS Base Station System IP Internet Protocol NoIP Voice Over IP PC Personal Computer BCSM Basic Call State Model Figure 1 shows one embodiment of the invention, in which information, for example, on calls coming to the switchboard, is arranged for the switchboard operator of a virtual network. The system shown in Figure 1 includes a telephone subscription A used by a caller, an SSP centre B, an SCP call control database C, a switchboard operator server D, a public telephone network E, a PBX exchange F, a telephone extension G, an MSC mobile centre H, a BSS base station system I connected to the MSC mobile centre H, a mobile subscription J, a message server L, an IP gateway server K, an information network M (such as the Internet or an intranet), a PC computer Ν, a PBX exchange O, a telephone extension P, and a PC computer Q equipped with a Web browser. When arranging connection history and other information for the switchboard operator with the aid of the method according to Figure 1 , the following operations are carried out. 1) The caller calls from a telephone mainline A in the conventional manner, either to the telephone number of the virtual network, or to the company's call number, in which case the call is transmitted to the nearest suitable SSP centre B. 2) The SSP centre B detects that an intelligent network service is required in the case of the incoming call and transfers the processing of the call to the SCP call control database C of the intelligent network (so-called 'triggering'). The SCP call control database C detects that the call concerns a service, in which the switchboard operator monitors the routing of the call. The SCP call control database C retrieves the information of the virtual network or the company's call number contactability service that correspond to the dialled telephone number and gives the SSP centre instructions for routing the call according to the contactability chain currently in force. 3) The SCP call control database C begins to transmit information on the control and/or routing of the relevant call to the switchboard operator server D. Next, an attempt is made, according to the contactability chain, to contact the person to be contacted. For example, the contactability chain is defined so that the person to be contacted is to be contacted at the following destinations, in the following order: telephone extension G, mobile station J, voice mailbox of the message server L, PC computer N. The SCP call control database C instructions the SSP centre B to connect the incoming call to the destinations in the contactability chain by always connecting the call to the next destination in the chain, if it has been ascertained that the person to be contacted has not been contacted at the previous destination within a preset time. If the person to be contacted cannot be contacted at the present moment at any of the destinations in the contactability chain, the call is connected to the switchboard operator in the manner described below. 4), 5), & 6) The SSP centre B channels the call through the public telephone network E to the extension G of the PBX exchange F, which is an extension of the virtual switchboard network or of the company's call number. 7), 8), & 9) Once it has been ascertained that the person to be contacted cannot be contacted at the extension G (for example, because the call has not been answered, the extension is busy, or because a block has been placed on incoming calls to the extension), the SSP centre B breaks off the call attempt to the extension G. After this, the SSP centre B again channels the call coming from the caller through the public telephone network E and a mobile network, which includes, for example, the MSC mobile centre H and the BSS base station system I, to the mobile station J. The SCP call control database B transmits information on these events and on the current state of the call to the switchboard operator server D. 10), 11), 12), & 13) Once it has been ascertained that the person to be contacted cannot be contacted at the mobile station J (for example, because the call has not been answered, the telephone is busy, or because a block has been placed on incoming calls to the subscription), the SSP centre B breaks off the call attempt to the mobile station J. After this, the SSP centre B again channels the call coming from the caller through the public telephone network E to the IP gateway server K. The IP gateway server K attempts to form a VoIP connection to the PC computer N (for example, to the laptop remote work terminal of the person to be contacted), through the data network M, such as the Internet or an intranet. (If the call formation succeeds, the call data is transmitted between the PC computer and the IP gateway server in a form suitable for this purpose.) The SCP call control database B transmits information on these events and on the current state of the call to the switchboard operator server D. 14) & 15) If it is ascertained that the person to be contacted cannot be contacted with the aid of a VoIP connection (for example, because the call is not answered, or because the PC computer N in question is not connected to the network or in a standby state), the call attempt to the IP gateway server K is broken off. After this, the SSP centre B again channels the call coming from the caller, through the public telephone network E, to the message server L. The message server L operates according to the state of the art and can, for example, give the caller an opportunity to leave a voice message for the person to be contacted. The SCP call control database B transmits information on these events and on the current state of the call to the switchboard operator server D. 6), 17), & 18) If a message cannot be left in the message server L, for example, due to an operating fault, or to the fact that the memory capacity is full, the call attempt to the message server L is broken off. Because all the destinations in the contactability chain have been gone through without contacting the person to be contacted, the SSP centre B again channels the call coming from the caller, through the public telephone network E and the PBX exchange O, to the extension P of the switchboard operator. The SCP call control database B transmits information on these events and on the current state of the call to the switchboard operator server D. 19) When the switchboard operator answers the call, they receive the information relating to the call in question, through the Web browser of their PC computer Q. This information can include, for example, the call's connection history, the A subscriber number of the caller's mainline, and the number that the caller had called originally. The term connection history refers to information as to which destinations an attempt has been made to connect the call, prior to its being connected to the switchboard operator. In addition, the Web page can display information on the state of the various destinations in the telephone network, such as, for example, which numbers are busy, which are free, which are not in use, and for which destinations call transfers have been set. The Web page used can be programmed so that the browser automatically shows the switchboard operator the information relating to the incoming call as soon as the switchboard operator D is notified that a call has been routed to the extension P of the switchboard operator. The switchboard operator can now serve the customer, taking into account the information on the Web page and the caller's instructions. The switchboard operator can connect the call to a destination, at which it may be possible to contact the person to be contacted, or, for example, can take a callback request. Data transmission between the SCP call control database C and the switchboard operator server D can be implemented, for example, in the following manner. The SCP call control database C instructs the SSP centre B so that the SSP centre B receives instructions to carry out one connection attempt at a time. These instructions include information as to which destination (G, J, N, or L) an attempt should be made to connect the call and information as to the cases in which the attempt should be abandoned and how the abandonment should be notified to the SCP call control database C. The connection attempt can be abandoned, for example, if the destination is busy or cannot be contacted. When it abandons the connection attempt, the SSP centre B notifies the SCP call control database C of the abandonment, for example, by means of a message ERB (Event Report BCSM), stating the reason for the failure. When it receives the abandonment notification from the SSP centre B, the SCP call control database C gives the SSP centre B new connection instructions and uses, for example, a message RRB (Request Report BCSM) to request it to reset the EDPs (Event Detection Point) that monitor failure. The SCP call control database C sends information to the switchboard operator server D, both when giving the SSP centre B connection instructions and when receiving notification of the abandonment of the connection attempt from the SSP centre B. When giving connection instructions to the SSP centre, the information includes, for example, the address of the destination in question, the identifier code of the call in question, and the time. In turn, the information sent in connection with an abandonment notification from the SSP centre includes, for example, the reason for the failure of the call attempt, the identifier code of the call in question, and the time. Data communications between the SCP call control database C and the switchboard operator server D can be carried out, for example, according to the X.25, TCP/IP, FTP, or some other protocol. The SCP call control database C can, for example, send the switchboard operator server D the information referred to above by means of packet switching. Data transmission between the switchboard operator server D and the switchboard operator's terminal Q can be implemented, for example, according to known Internet technology. In the preferred embodiments, this takes place by the switchboard operator server D maintaining a Web page, which is updated in real time, on the basis of the information received from the SCP call control database. The switchboard operator is then informed of such matters as the call histories, with the aid of the Web browser of their terminal Q. Embodiments of the invention, differing from those disclosed above, can also be contemplated. The example describes a situation, in which the caller tries to contact a specific person. The invention can, of course, also be applied to situations, in which the caller tries to contact a specific service, information, or connection. The invention can also be applied in such a way that the destinations of the network in question are identified with the aid of, for example, IP addresses, or other network addresses. The incoming call can originate from other than a conventional telephone and the call can be connected to other than a conventional telephone device. Thus, it is possible to use other kinds of network identifiers or addresses, for example, IP addresses, in place of conventional subscription numbers. The invention can be used in networks other than a telephone network. The telephone network in question can be, for example, connected to some second network. A further advantage of the invention is the possibilities that it provides for giving the switchboard operator a view of the virtual network and the control services that are active in the contactability service of the call number. For example, with the aid of their Web browser, the switchboard operator can see a person's search chain that is currently active and the routing numbers relating to the search chain in question. It can also be envisaged, that the switchboard operator can, if necessary, make alterations to the control services (for example, change from one search chain to another, or change the routing numbers related to the search chain) through their interface, should this be required for any reason. The invention can also be applied to the real-time reporting of a company's incoming telephone traffic. It is possible to envisage that the switchboard operator could see on their PC screen, for example, the calls that are currently connected (and, if necessary, see how they are routed to the extension in question) and the calls for which a suitable destination extension is presently being sought. This will give the switchboard operator a better understanding of the current overall situation in the virtual network, or in the contactability service of the company's call number. Thus, for example, it will be easier to predict gathering peaks of congestion and to manage these situations more effectively. The Web interface can be implemented in such a way that, with its aid, the switchboard operator can, for example, connect calls and record or set call-back requests. The switchboard operator can, for example, connect a call that is connected to the switchboard operator, to some other destination, by using the mouse of the computer to select the destination in question. The switchboard operator can also be given the opportunity to select any call in the virtual telephone network and connect it to a destination that they wish. In a graphical user interface, this could take place in such a way that the switchboard operator selects an object shown on the display, which represents the call in question, and, for example, use the mouse to drag and drop it on top of an icon representing the destination that they wish. The interface can also be implemented on the basis of a technology other than Web technology. One property of the invention that could be further developed would be for the switchboard operator to see the information in the SCP call control database more extensively. Thus, if there was, for instance, information in the SCP on the geographical location in the GSM network of the person being sought or the person calling, the switchboard operator could exploit this information in their work. In this publication, the term switchboard operator refers to a person whose job description includes answering calls that are connected to them and serving calling customers, for example, by connecting a call to a suitable destination extension or telephone number. The switchboard operator's job description can also include other forms of routing and/or connecting calls. It is also possible to envisage a secretary in a company (for example, a manager's secretary or a departmental secretary) acting in the role of a switchboard operator described above, in which case the secretary could easily control calls coming to the manager or the departmental secretary could control telephone traffic coming to employees in their department, in the manner described above. The invention can also be applied in such cases, in which some connection attempt succeeds, without, however contacting the person to be contacted. Such a situation can arise, if someone other than the person to be contacted answers the call, for example, if the call is connected to the office of the person to be contacted, but someone else answers it. In that case, the person who answered the call can inform the caller that the person to be contacted is not present, and break off the call in such a way that connection attempts are continued according to the contactability chain. The person answering the call can, for example, break off the call by pressing a specific button, so that, for example, the SSP centre or the SCP call control database is notified of the need to continue connection attempts. In this case, the connection history can include information that the call has been connected to the extension in question, but the person answering the telephone has broken off the call, directing it back to the sphere of the contactability chain.

Claims: ιό Claims: 1. A method for facilitating the work of a switchboard operator with the aid of a intelligent telephone network service, which method comprises - receiving a call (1), - making an attempt to connect the call to the destinations (G, J, N, L) in a contactability chain, and - connecting the call to the switchboard operator, characterized by - gathering information on the success and/or failure of the attempts to connect the call in question to destinations in the contactability chain, and - displaying the information gathered on the connection attempts of the call to the switchboard operator, with the aid of a graphical user interface (Q). 2. A method according to Claim 1, characterized in that the destinations (G, J, N, L) on the contactability chain are telephone extensions, mobile subscriptions, terminals to which a VoIP connection can be created, and/or other extensions, to which the call can be connected. 3. A method according to Claim 1 or 2, characterized in that the call is connected to a destination, which the switchboard operator has selected with the aid of information they have obtained through the graphical user interface (Q). 4. A method according to any of Claims 1 - 3, characterized in that the information on the connection attempts includes: - the telephone number or destination address that was originally called, - the extension numbers or destination addresses, to which an attempt has been made to connect the call, and/or to which the call has been connected, and/or - the extension number or destination address, to which an attempt is presently being made to connect the call, or to which the call is presently connected. 5. A method according to any of Claims 1 - 4, characterized in that the call is connected to the desired telephone extension or destination with the aid of the graphical user interface (Q), irrespective of whether the call is connected to the switchboard operator or not. 6. A method according to any of Claims 1 - 5, characterized in that information on the connection attempts and/or the connection of the call is transmitted to the switchboard operator through the Internet, for example, through a Web home page. 7. A method according to any of Claims 1 - 6, characterized in that the call is attempted to be connected and/or is connected within the framework of a virtual telephone network. 8. A method according to any of Claims 1 - 7, characterized in that, with the aid of the graphical user interface, the switchboard operator receives information on the telephone traffic in the entire virtual switchboard network or the contactability service of the company's call number and/or on the state of the extensions of the switchboard network. 9. A method to facilitate the work of a switchboard operator, in which method - a call is received, which is targeted on a telephone number of the virtual switchboard network or the company's call number, - the call is routed to a suitable SSP centre (B) and processing of the call is transferred to an SCP call control database (C), - the SCP call control database (C) retrieves the information of the virtual network or the contactability service of the company' call number corresponding to the telephone number dialled and gives the SSP centre (B) instructions for routing the call, - on the basis of the information of the SCP call control database (C), an attempt is made to connect the call to a suitable destination, and - the call is connected to the switchboard operator, characterized in that - information on the routing of the call in the virtual network is updated in the switchboard operator server (D), for example, by the action of the SCP call control database, and - the routing information is displayed to the switchboard operator, or the routing information is made available to the switchboard operator. 10. A method according to Claim 9, characterized in that the routing information is transmitted to the switchboard operator through the Internet, for example, through a Web home page. 11. A system for facilitating the work of a switchboard operator, which system includes - a centre (B) for connecting or attempting to connect incoming calls to destinations (G, J, N, L) according to a contactability chain in the sequence according to the chain, and for sending connection information and/or connection attempt information, which centre (B) is connected to a data transmission network (E), - a device (C) for collecting connection information and/or connection attempt information, which device (C) is in a telecommunications connection with the centre (B), and - a database (D) for recording the connection information and/or the connection attempt information in a suitable form, which database is in a telecommunications connection with the device (C), characterized in that the system includes - a graphical user interface (Q) for displaying the connection information and/or the connection attempt information in a manner that is useful from the point of view of the switchboard operator, which user interface is in a telecommunications connection with the database (D).

Inventors: ISOTALO LAURI, ISOTALO, LAURI
Applicants: ELISA COMM OYJ, ISOTALO LAURI, ELISA COMMUNICATIONS OYJ, ISOTALO, LAURI
Application year: 2001
Main classification: H04M3
IPC codes: H04M3, H04Q3