Abstract:
A method, system and apparatus for activating a credit card held by a telephone subscriber using identifying information provided through the PSTN to a credit card activation authority. In accordance with the present invention, a credit card activation management method can include activating a credit card through an established telephone call with a credit card customer using information derived from outside of the established telephone call without first prompting the credit card customer for identifying information. Also, the method can include the step of transferring the telephone call to a customer service representative responsive to a request for live help by the credit card customer.

Description:
BACKGROUND OF THE INVENTION  
       [0001]     1. Statement of the Technical Field  
         [0002]     The present invention relates to the activation of a credit card for a telephone subscriber, and more particularly to the activation of a credit card based upon call processing provided in a public switched telephone network (PSTN).  
         [0003]     2. Description of the Related Art  
         [0004]     The intelligent network of today bears little semblance to the PSTN of old. In fact, the term “intelligence” has little to do with the operation of the conventional PSTN. Rather, the conventional PSTN of old incorporates a massive complex of switching matrices and transport trunks that, through the electronic equivalent of “brute force”, forge the interconnections necessary to call completion. More particularly, for decades for every call processed the PSTN relied upon each successive switch to route a voice signal to the next. Still, the modern volume of calls processed within the conventional PSTN demands a faster, more streamlined approach to call routing.  
         [0005]     To overcome the elements of the brute force aspect of the conventional PSTN, physically separate signaling networks have been grafted upon the transport and switching PSTN elements to oversee call set-up and billing. These “out-of-band” adjuncts speed routing data and commands directly to the switches involved, establishing all the necessary links prior to the actual transmission of a call. Consequently, with “out-of-band” signaling the PSTN has become “conscious” of the operations it is to perform prior to their execution. As a result, the PSTN has become a more flexible beast, capable even of substantial logic.  
         [0006]     The development of the “out-of-band” protocol, Signaling System 7 (SS7), has led to the widespread deployment of intelligent network technology. In SS7, signaling links transmit routing packets between switches. Consequently, specialized SS7 Signaling Transfer Points (STPs) appeared to shepherd routing messages from local switches onto a high-capacity packet switches for distribution to other switches, STPs and call-related databases, such as the Line Information Database (LIDB), the Local Number Portability (LNP) database, the Toll Free Calling database and other databases containing customer information or additional call routing instructions. And, so, the agility of high-speed computer networking began exerting control over the raw power of the PSTN.  
         [0007]     The marriage of convenience between SS7 and the PSTN soon produced the Advanced Intelligent Network (AIN)—an architecture where centralized databases control call processing. Logic ported via STPs to select switches now have become widely distributed throughout the network. AIN-capable switches also have begun to function as interactive signaling-platforms. Equipped with resident software triggers, AIN capable switches now can halt a call in progress long enough to query Service Control Points (SCPs), databases containing service logic and subscriber information which can provide instruction as to how to route, monitor, or terminate the call. The PSTN of today now effectively includes long-term memory as well as intelligence. Accordingly, the modern local exchange carrier holds the means to deploy such advanced telecommunications features such as telephone number portability, wireless roaming, call waiting and a host of other subscriber options.  
         [0008]     The LIDB is a database configured for coupling to the PSTN through an SCP. The LIDB typically includes amorphous records arranged to store information regarding telephone callers, such as the business name of the caller, the address of the caller, billing information for the caller, and the like. By storing invariable information regarding the caller, such as the name, address and billing method, many intelligent telephonic services can be provided over the PSTN through a simple query to the LIDB. In this regard, several local exchange carriers have deployed independent LIDB access services to facilitate the deployment of intelligent telephonic services which can exploit the invariant information stored within the LIDB.  
         [0009]     Despite the wealth of information associated with a telephone caller stored in the LIDB, the LIDB seems to remain an untapped resource suitable only for advanced telephony billing applications. Accordingly, many conventional inconveniences remain prevalent in the world of the call center and in the customer service industry. For instance, oftentimes a card holder receiving a credit card through the mail first must activate the credit card before the credit card can be used to purchase goods and services. As the activation of the credit card can be the last element of control by the credit card issuing authority, the credit card issuing authority wisely is to remain cautious in permitting the telephonic activation of the credit card.  
         [0010]     To that end, the credit card issuing authority (or an activation agency) can require the card holder to produce ample evidence of the identity of the card holder. Generally, the evidence can include name, home address, phone number, social security number, order number, account number, delivery address, billing address, credit card number, credit card authorization code, a PIN code, and countless other forms of identifying information. In consequence, customers can become irritated providing telephone dial-pad input, providing voice recognized input, or conversing with one or more customer service representatives, an interactive voice response system, or both simply to provide identifying information sufficient to activate the credit card.  
       SUMMARY OF THE INVENTION  
       [0011]     The present invention addresses the deficiencies of the art in respect to the activation of a credit card held by a telephone subscriber and provides a novel and non-obvious method, system and apparatus for activating a credit card held by a telephone subscriber using identifying information provided through the PSTN to a credit card activation authority. In accordance with the present invention, a credit card activation management method can include activating a credit card through an established telephone call with a credit card customer using information derived from outside of the established telephone call without first prompting the credit card customer for identifying information. Also, the method can include the step of transferring the telephone call to a customer service representative responsive to a request for live help by the credit card customer.  
         [0012]     To support the foregoing methodology, a credit card activation system can include a credit card activation management system configured to activate credit cards based upon identifying information for customers possessing the credit cards. A multiplicity of customers can call the credit card activation management system over a PSTN to manage respective credit card activations. As such, logic can be disposed within the PSTN and coupled to the credit card activation management system over a data communications network. The logic can be configured to obtain the identifying information in the PSTN and to provide the obtained identifying information to the credit card activation management system through the data communications network.  
         [0013]     In a more particular method of the present invention, a credit card activation method can include receiving a telephone call from a customer through a PSTN linkage and retrieving identifying information for the customer through a data communications network linkage without identifying the customer using data derived from the telephone call. The retrieved identifying information can be correlated with the telephone call and access to activate a specified credit card over the PSTN linkage can be authenticated based upon the identifying information. Preferably, the retrieving step can include the step of retrieving information for the customer through a data communications network linkage to a name resolution adapter coupled to at least one telephone subscriber database disposed in a switch in the PSTN.  
         [0014]     In a preferred embodiment, a system for credit card activation can include a telephone subscriber database disposed in a switch in a PSTN. An enterprise application can be configured to manage credit card activations for a plurality of telephone subscribers. Importantly, a name resolution adapter can be disposed in the PSTN and coupled both to the telephone subscriber database in the PSTN, and also to the enterprise application over a data communications network. Finally, an interactive voice response system can be coupled both to the enterprise application through a data communications link, and also to the PSTN through a telephony gateway. Alternatively, a voice browser can be coupled both to the enterprise application through a data communications link, and also to the PSTN through a telephony gateway.  
         [0015]     Additional aspects of the invention will be set forth in part in the description which follows, and in part will be obvious from the description, or may be learned by practice of the invention. The aspects of the invention will be realized and attained by means of the elements and combinations particularly pointed out in the appended claims. It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the invention, as claimed.  
     
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       [0016]     The accompanying drawings, which are incorporated in and constitute part of this specification, illustrate embodiments of the invention and together with the description, serve to explain the principles of the invention. The embodiments illustrated herein are presently preferred, it being understood, however, that the invention is not limited to the precise arrangements and instrumentalities shown, wherein:  
         [0017]      FIG. 1  is a block diagram illustrating a process for activating a credit card held by a telephone subscriber through a PSTN according to the inventive arrangements;  
         [0018]      FIG. 2  is a schematic illustration of a system for activating a credit card held by a telephone subscriber using identifying information acquired within a PSTN; and,  
         [0019]      FIG. 3  is a flow chart illustrating a process for activating a credit card held by a telephone subscriber in the system of  FIG. 2 .  
     
    
     DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS  
       [0020]     The present invention is a method, system and apparatus for activating a credit card held by a telephone subscriber through a PSTN. As used herein, a credit card can include any object having a unique identification associated with the holder of the object which can be used to purchase goods or services. To that end, a credit card can include any sort of charge card, debit card, RFID wand, and the like. Additionally, activation entails the removal of the card from a dormant state so that the card can be used to consummate transactions for the purchase of goods or services.  
         [0021]     In accordance with the present invention, a customer can contact the credit card activation service telephonically over a PSTN to activate a credit card. When attempting to place the call, the call can be intercepted within the PSTN and identifying information for the calling customer can be extracted from a database within the PSTN. The identifying information can be provided over a data communications network to the credit card activation service. Using the identifying information received over the data communications network, the credit card activation service can retrieve information regarding the activation of the credit card and also, the activation service can instantly authenticate the calling customer based upon the identifying information.  
         [0022]     As the call from the customer is completed over the PSTN, the identifying information, and in particular, the retrieved information, can be correlated to the completed call such that an operator or an automated call center in the activation service can access the information through the data communications network while processing the completed call from the customer. Significantly, as the identifying information can be resolved externally to the activation service provider from a trusted source within the PSTN, the credit card activation service can manage the activation of the credit card without first prompting the customer for identifying information.  
         [0023]     In further illustration,  FIG. 1  is a block diagram illustrating a system, method and process for managing the activation of a credit card according to the inventive arrangements. Specifically, a credit card activation customer  130  attempting to activate a credit card can be coupled telephonically to a credit card activation service  140  by way of the PSTN  110 . As the credit card activation customer  130  initiates the telephone call in the PSTN  110 , a name resolution adapter  180  disposed within the PSTN  110  can capture the caller identification  190  for the credit card activation customer  130  to identify the customer  130 .  
         [0024]     Using the caller identification  190 , the name resolution adapter can produce corresponding identification data  170  for the customer  130 , for instance a name, address, phone number, credit card number, or account number, to name a few. In this regard, the name resolution adapter  180  can query one or more databases disposed within the PSTN  110  to obtain corresponding identifying data  170  for the caller identification  190 . Once the name resolution adapter  180  has acquired the identification data  170 , the name resolution adapter  180  can provide the identification data  170  to an enterprise application  160  associated with the activation service  140  over the data communications network  120 . Concurrently, the call between the customer  130  and the activation service  140  can be established over the PSTN  110 .  
         [0025]     Once the enterprise application  160  has received the identification data  170  for the customer  130 , the enterprise application  160  can use the identification data  170  to obtain the credit card activation records for the customer  130 . Importantly, the enterprise application  160  can retrieve the credit card activation records without first having annoyingly prompted the customer  130  over the PSTN  110  for identifying information. In any case, activation management logic  150  can prompt the customer  130  to manage the activation of the credit card held by the customer  130 . In this regard, the customer  130  can be prompted manually through the voice of a human operator, or automatically through an interactive voice response system or through a voice browser the operation of which is well known in the art.  
         [0026]     In particular, the credit card activation customer  130  can select the activation of the credit card by the credit card activation service  140 . Optionally, the credit card activation customer  130  can provide a manual confirmation of the credit card number to ensure that the proper credit card will be activated. In any case, the enterprise application  160  can update the credit card activation records accordingly. Remarkably, the foregoing credit card activation process can be performed over the PSTN without requiring a single identifying prompt, or the resolution of caller identifying data in the enterprise application  160 .  
         [0027]     To further illustrate the preferred embodiments of the present invention,  FIG. 2  is a schematic illustration of a system for managing the activation of a credit card using identifying information acquired within a PSTN. As shown in  FIG. 2 , a system for managing the activation of a credit card using identifying information acquired within a PSTN can include one or more telephonic switches  230  coupled to one another within a PSTN  200 . Each of the switches  230  can be communicatively linked to a service switching point (SSP)  220  coupled to an out-of-band signaling network comprised of a multiplicity of signal transfer points (STP)  210 . Each STP  210  can be cross-connected to other ones of the STPs  210  in the PSTN so as to form an inter-network of switched communications links to support out-of-band signaling as is well-known in the art.  
         [0028]     One or more switchless nodes each referred to as an SCP  240  can be communicatively linked to the out-of-band signaling network via one of the STPs  210  as is well-known in the art and embodied within the SS7 signaling network. The SCP  240  can be coupled to one or more databases  260 A,  260 B,  260   n  which can be configured to store invariant data such as the name, address and billing information for callers. For example, the databases  260 A,  260 B,  260   n  can include a local number portability (LNP) database, a LIDB, or any other such database which can be accessed within an SCP  240 .  
         [0029]     Notably, as is well-known in the art, the information stored within the databases  260 A,  260 B,  260   n  can be stored in amorphous records in nothing more than a flat file database, an object database or a relational database. In any event, through the communicative linkages between the SCP  240 , the STP  210  and the databases  260 A,  260 B,  260   n,  transaction capabilities application part (TCAP) messages can be processed in the SCP  240  to access the invariant data in the databases  260 A,  260 B,  260   n.  In this way, calls processed through the switch  230  can access logic in the SCP  240  and data in the databases  260 A,  260 B,  260   n  through the SSP  220 .  
         [0030]     Notably, a name resolution adapter  250  can be coupled to the out-of-band network comprised of inter-connected STPs  210  to access data and logic through the SCP  240  through an exchange of messages such as TCAP messages. The name resolution adapter  250  can include a gateway node  250  having both an interface to the PSTN  200  and also an interface to a data communications network  270  such as an Internet Protocol driven network. In this way, data received through the PSTN  200 , and more particularly from accessing the databases  260 A,  260 B,  260   n  in the PSTN  200  can be passed within IP packets to an enterprise application  280  over the data communications network  270 . Also, as the enterprise application  280  can be coupled to a switch  230  within the PSTN  200  through an associated adapter, data disposed within the databases  260 A,  260 B,  260   n  regarding an incoming call can be processed within the enterprise application  280 .  
         [0031]     In operation, the name resolution adapter  250  can monitor calls placed to a switch  230  to which the enterprise application  280  has been coupled. As calls are received in the switch  230 , the name resolution adapter  250  can receive respective TCAP messages from the STP  210  coupled to the switch  230 . Using the TCAP messages, the name resolution adapter  250  can create additional TCAP messages to query the LIDB  260 B to identify the callers. For each TCAP message querying the LIDB  260 B, the LIDB  260 B can return the identity of the caller, for instance the caller&#39;s name, or other identification such as caller&#39;s address. Once the name resolution adapter  250  has received the identity of the caller from the LIDB  260 B, the name resolution adapter  250  can transmit the identity to the enterprise application  280  over the data communications network  270 . The enterprise application  280  subsequently can correlate the caller identity received from the name resolution adapter  250  with a corresponding call received through the switch  230 .  
         [0032]     In a preferred aspect of the present invention, credit card activation management logic  290  can be coupled to the enterprise application  280 . The credit card activation management logic  290  can provide a facility through which telephone subscribers can manage the activation or one or more credit cards without requiring the telephone subscribers to respond to exhaustive prompting necessary to identify the telephone subscribers. In further illustration,  FIG. 3  is a flow chart illustrating a process for managing the activation of a credit card in the system of  FIG. 2 .  
         [0033]     As shown in  FIG. 3 , a calling party known to the PSTN can be identified as attempting to establish a call to a switch associated with the credit card activation management system of the present invention. In this regard, the PSTN internally can resolve the identity of the caller based upon the phone number corresponding to the call attempt. Subsequently, the PSTN can communicate the identity of the caller to the credit card activation management system. Specifically, the PSTN can provide the identity of the caller through a computer communications network coupled to the credit card activation management system. Concurrently, the PSTN can establish the call without regard to the name resolution activities occurring through the data communications network and in block  310 , a correlation can be established between the call and the identity of the caller.  
         [0034]     In block  320 , a database associated with the credit card activation management system can be queried to retrieve customer data corresponding to the identity of the caller. Subsequently, in decision block  330 , it can be determined if the calling party is a registered customer able to be processed by the credit card activation management system. If not, in block  370  the call can be transferred to a customer service representative. Otherwise, in block  340  the caller can be prompted for a credit card confirmation, for instance the credit card number of the credit card which the caller intends upon activating. If, in decision block  350 , the provided credit card number matches a credit card number on file for the caller, in block  360  the credit card can be activated. Otherwise, the call be transferred to a customer service representative. It is to be understood by the skilled artisan that the process of  FIG. 3  merely represents an exemplary process for use in accordance with the present invention and that many variations of the exemplary process will fall within the scope of the present invention.  
         [0035]     The present invention can be realized in hardware, software, or a combination of hardware and software. An implementation of the method and system of the present invention can be realized in a centralized fashion in one computer system, or in a distributed fashion where different elements are spread across several interconnected computer systems. Any kind of computer system, or other apparatus adapted for carrying out the methods described herein, is suited to perform the functions described herein.  
         [0036]     A typical combination of hardware and software could be a general purpose computer system with a computer program that, when being loaded and executed, controls the computer system such that it carries out the methods described herein. The present invention can also be embedded in a computer program product, which comprises all the features enabling the implementation of the methods described herein, and which, when loaded in a computer system is able to carry out these methods.  
         [0037]     Computer program or application in the present context means any expression, in any language, code or notation, of a set of instructions intended to cause a system having an information processing capability to perform a particular function either directly or after either or both of the following a) conversion to another language, code or notation; b) reproduction in a different material form. Significantly, this invention can be embodied in other specific forms without departing from the spirit or essential attributes thereof, and accordingly, reference should be had to the following claims, rather than to the foregoing specification, as indicating the scope of the invention.