Patent Abstract:
A telecommunication network comprises a switching system configured to route a call to a service platform, the service platform configured to transfer a prompt message over the call, collect caller-entered information from a caller over the call in response to the prompt message, and transfer the caller-entered information to a call processing system in the telecommunication network, the call processing system configured to transfer the caller-entered information to a destination processor at a call center, process a destination routing code from the destination processor to determine a destination routing instruction, and transfer the destination routing instruction to the switching system, and the switching system further configured to route the call to a destination in response to the destination routing instruction.

Full Description:
RELATED APPLICATIONS  
       [0001]     This patent application is a continuation of U.S. patent application Ser. No. 10/047,298; filed on 01/15/2002; entitled “TELECOMMUNICATION NETWORK THAT PROVIDES CALLER-ENTERED INFORMATION TO MULTIPLE CALL DESTINATIONS;” and hereby incorporated by reference into this patent application. 
     
    
     FEDERALLY SPONSORED RESEARCH OR DEVELOPMENT  
       [0002]     Not applicable  
       MICROFICHE APPENDIX  
       [0003]     Not applicable  
       BACKGROUND OF THE INVENTION  
       [0004]     1. Field of the Invention  
         [0005]     The invention is related to the field of communications, and in particular, to telecommunication networks that provide caller-entered information to call destinations.  
         [0006]     2. Description of the Prior Art  
         [0007]     In a telecommunication network, a switching system routes calls from callers to destinations. To determine how to route these calls, the switching systems may transfer queries to a Service Control Point (SCP). The SCP translates dialed telephone numbers into routing instructions, and responds to the switching system with the routing instructions. For example, the SCP might translate an 800 number into a routing instruction that indicates a switch and trunk coupled to the call destination.  
         [0008]     As a part of the translation, the SCP may transfer queries to routing processors. The routing processors process the queries to determine labels that ultimately control how the calls are routed. The routing processors transfer the labels to the SCP, and the SCP translates the labels into the routing instructions. Customers of the telecommunication network may operate their own routing processors to control incoming calls. The telecommunication network may also use routing processors to internally route calls within the network.  
         [0009]     Many calls require the use of a service platform. The service platform executes call processing scripts, typically selected based on the dialed number, that direct the service platform to apply services to the call. One example of a service is a calling card service where a the service platform answers the call and prompts the caller with audio messages to enter their calling card number, a personal identification number, and a number to call. The service platform then checks the numbers and initiates the call to the desired number. Another example of a service is interactive call routing where the service platform prompts the caller to enter a “1” for customer service, “2” for accounting, or a “3” for product ordering, and then the service platform directs the switching system to route the call to the destination selected by the caller.  
         [0010]     In many cases, the destination owns and operates call systems that interact with the caller to collect information. For example, an airline may have its own service platform that collects frequent flyer numbers for incoming calls, so the agent has caller information when they answer the call. In other cases, the agents themselves collect the caller information.  
         [0011]     To relieve the destination of this burden, the telecommunication network can use its service platform to collect caller information and transfer the caller information to the destination call system. Thus, the destination may have: 1) a routing processor that interacts with the network SCP to direct call routing, 2) a call system that interacts with the network service platform to receive caller information, and 3) call agents to answer calls. Unfortunately, the destination must coordinate the call system and the routing processor if routing decisions are to be made using the caller-entered information.  
         [0012]     Calls are often transferred from one destination to another. For example an airline may transfer a call to a car rental agency after booking a flight for the caller. After each transfer, the caller may be required to re-enter the caller information. In addition, the telecommunication network must use service platform capacity to re-collect the caller information.  
       SUMMARY OF THE INVENTION  
       [0013]     The invention helps solve the above problems with a telecommunication network that transfers caller-entered information to multiple destinations without having to re-collect the caller information for each destination. Advantageously, the destinations may make call routing and processing decisions based on the caller information, but they do not need to own and operate call systems that collect the caller information. Since the telecommunication network can provide the caller information directly to the destination routing processors, the destinations do not require separate call systems to coordinate and transfer the caller information from the telecommunication network to the routing processors. Advantageously for the caller, the caller-entered information may be re-used, so the caller is relieved from re-entering the information for each destination. This re-use also saves call-processing resources within the telecommunication network.  
         [0014]     In an embodiment of the invention, a method of operating a telecommunication network comprises, in a switching system, routing a call to a service platform, in the service platform, transferring a prompt message over the call, collecting caller-entered information from a caller over the call in response to the prompt message, and transferring the caller-entered information to a call processing system in the telecommunication network, in the call processing system, transferring the caller-entered information to a destination processor at a call center, processing a destination routing code from the destination processor to determine a destination routing instruction, and transferring the destination routing instruction to the switching system, and in the switching system, routing the call to a destination in response to the destination routing instruction.  
         [0015]     In an embodiment of the invention, the destination processor selects the destination routing code based on the caller-entered information.  
         [0016]     In an embodiment of the invention, the call from the caller comprises a first call and the method further comprises, in the service platform, transferring a tracking number to the call processing system with the caller-entered information, initiating a second call to the switching system and transferring the tracking number to the switching system with the second call, and connecting the first call to the second call, in the switching system, transferring a call processing system query for the second call to the call processing system, in the call processing system, correlating the call processing system query with the caller-entered information based on the tracking number and processing the call processing system query to transfer the caller-entered information to the destination processor, and in the switching system, routing the first call to the destination comprises routing the second call to the destination in response to the destination routing instruction.  
         [0017]     In an embodiment of the invention, in the service platform, initiating the second call comprises using a different telephone number than the caller used to place the first call.  
         [0018]     In an embodiment of the invention, in the service platform, transferring the prompt message comprises applying a call processing script, and wherein, the call processing script indicates the different telephone number In an embodiment of the invention, the caller-entered information comprises a caller identification number or a caller account number.  
         [0019]     In an embodiment of the invention, the caller-entered information comprises a caller frequent flyer number.  
         [0020]     In an embodiment of the invention, the method further comprises, in the switching system, removing the service platform from the call after the service platform collects the caller-entered information.  
         [0021]     In an embodiment of the invention, the method further comprises, in the call processing system, transferring an Automatic Number Identification (ANI) to the destination processor wherein the destination processor selects the destination routing code based on the ANI.  
         [0022]     In an embodiment of the invention, the destination correlates the caller-entered information with the call received into the destination based on the ANI.  
         [0023]     In an embodiment of the invention, a telecommunication network comprises a switching system configured to route a call to a service platform, the service platform configured to transfer a prompt message over the call, collect caller-entered information from a caller over the call in response to the prompt message, and transfer the caller-entered information to a call processing system in the telecommunication network, the call processing system configured to transfer the caller-entered information to a destination processor at a call center, process a destination routing code from the destination processor to determine a destination routing instruction, and transfer the destination routing instruction to the switching system, and the switching system further configured to route the call to a destination in response to the destination routing instruction. 
     
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       [0024]     The same reference number represents the same element on all drawings.  
         [0025]      FIG. 1  illustrates a telecommunication network in an example of the invention.  
         [0026]      FIG. 2  is a table that describes call and data flow for a telecommunication network in an example of the invention.  
         [0027]      FIG. 3  illustrates the operation of a telecommunication network in an example of the invention.  
         [0028]      FIG. 4  illustrates the operation of a telecommunication network in an example of the invention.  
         [0029]      FIG. 5  illustrates the operation of a telecommunication network in an example of the invention. 
     
    
     DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT  
       [0030]      FIGS. 1-5  and the following description depict specific examples to teach those skilled in the art how to make and use the best mode of the invention. For the purpose of teaching inventive principles, some conventional aspects have been simplified or omitted. Those skilled in the art will appreciate variations from these examples that fall within the scope of the invention. Those skilled in the art will appreciate that the features described below can be combined in various ways to form multiple variations of the invention. As a result, the invention is not limited to the specific examples described below, but only by the claims and their equivalents.  
         [0000]     Telecommunication Network Configuration— FIG. 1   
         [0031]      FIG. 1  illustrates telecommunication network  100  in an example of the invention. Telecommunication network  100  includes switching system  101 , Service Control Point (SCP) system  102 , network Routing Processor (RP)  103 , and service platform  104 . Switching system  101  is coupled to caller  150  over call path  131 , to service platform  104  over call paths  132 - 134 , to first destination call system  112  over call path  135 , and to second destination call system  122  over call path  136 . Call paths  131 - 136  may each include multiple individual call links and may include other communication systems and networks. SCP system  102  is coupled to switching system  101  by data path  141 , to network RP  103  by data path  142 , to service platform by data path  143 , to first destination RP  111  by data path  144 , and to second destination RP  121  by data path  145 . Data paths  141 - 145  may each include multiple individual data links and may include other communication systems and networks.  
         [0032]     Switching system  101  could include multiple interconnected telecommunication switches. SCP system  102  could include multiple SCPs, and an SCP includes any call processing system that responds to queries from a switching system with routing instructions. Service platform  104  could include multiple voice response units, control processors, and switches at multiple sites. Network RP  103  could include multiple processors. In variations of the invention, the functionality of network elements  101 - 104  could be re-distributed from one element to another, and various ones of network elements  101 - 104  could be integrated together. In addition destination RPs  111  and/or  121  could be hosted by telecommunication network  100 . Based on this disclosure, those skilled in the art will appreciate how to modify and combine existing telecommunication components to configure and operate network  100 . Those skilled in the art will also appreciate that the operations of network  100  are directed by software that is stored on various storage media.  
         [0000]     Telecommunication Network Operation— FIGS. 2-5   
         [0033]      FIG. 2  is a table that describes call and data flow for telecommunication network  100  in an example of the invention.  FIGS. 3-5  illustrate the operation of telecommunication network  100  in an example of the invention. The numbers and actions in the first two columns of  FIG. 2  correlate to the numbers and actions of  FIGS. 3-5 . These actions are indicated parenthetically below.  
         [0034]     In operation, caller  150  calls a first Dialed Number (DN# 1 ), and switching system  101  receives the call over call path  131  (action  1 ). To place the call, caller  150  uses a telephone system that has an associated telephone number that is referred to as an Automatic Number Identification (ANI). Switching system  101  receives DN# 1  and the ANI for the call. Switching system  101  processes DN# 1 , and possibly the ANI, to transfer a query to SCP system  102  (action  2 ). The query includes DN# 1  and the ANI.  
         [0035]     SCP system  102  processes DN# 1 , and possibly the ANI, to transfer a query to network RP  103  (action  3 ). Network RP  103  processes DN# 1 , and possibly the ANI, to select a first label (LABEL# 1 ). Labels are routing codes that control subsequent call handling. Network RP  103  transfers a response that indicates LABEL# 1  to SCP system  102  (action  4 ). SCP system  102  processes LABEL# 1  through translation tables to identify a first Switch and Trunk (SW/TNK#I) and digits for a first Dialed Number Information Service (DNIS# 1 ). Switch and trunk combinations are routing instructions for switching system  101 . SCP system  102  transfers a response indicating SW/TNK# 1  and DNIS# 1  to switching system  101  (action  5 ).  
         [0036]     Switching system  101  uses SW/TNK# 1  to route the call to service platform  104  and to transfer DNIS# 1  and the ANI to service platform  104  (action  6 ). At this point, the call is established from caller  150  to service platform  104  over call path  131 , switching system  101 , and call path  132 .  
         [0037]     Service platform  104  processes DNIS# 1 , and possibly the ANI, to select and apply a call processing script. In response to the call processing script, service platform  104  transfers an audio prompt message to switching system  101  (action  7 ), and switching system  101  transfers the audio prompt message to caller  150  (action  8 ). In response to the prompt, caller  150  transfers caller-entered information to switching system  101  (action  9 ), and switching system  101  transfers the caller-entered information to service platform  104  (action  10 ).  
         [0038]     In some examples of the invention, the caller-entered information comprises Dual Tone Multi-Frequency (DTMF) tones representing caller-entered digits. Some examples of caller-entered digits include caller identification numbers and caller account numbers. For example, the audio prompt could say, “Please enter your frequent flyer number,” and caller  150  would provide their frequent flyer number by pressing keys on their telephone to transfer corresponding DTMF digits. Alternatively, service platform  104  may use voice recognition equipment or some other system to collect the caller-entered information over the call.  
         [0039]     In response to the call processing script, service platform  104  generates a tracking number that allows telecommunication network  100  to associate data with the call. The tracking number could include an SCP ID, SCP processor ID, and a unique number. In response to the call processing script, service platform  104  initiates a second call to switching system  101  using a second Dialed Number (DN# 2 ) and indicating the tracking number as the ANI (action  11 A). Service platform  104  connects the first call to the second call. DN# 2  is indicated in the call processing script and is typically different that DN# 1 . Advantageously, a destination may have multiple DN# 1 &#39;s that all use a single DN# 2  to reach the destination. In response to the call processing script, service platform  104  also transfers the ANI, tracking number, and caller-entered information to SCP system  102  (action  11 B).  
         [0040]     Switching system  101  processes DN# 2  to transfer a query to SCP system  102  (action  12 ). The query includes DN# 2  and the tracking number as the ANI. SCP system  102  uses the tracking number to correlate the ANI and the caller-entered information collected by service platform  104  with the second query from switching system  101 . SCP system  102  processes DN# 2  to transfer a query to destination RP  111  (action  13 ). This query includes the ANI and the caller-entered information.  
         [0041]     Destination RP  111  processes the ANI and the caller-entered information to select a second label (LABEL# 2 ) that will control subsequent call handling. Advantageously, first destination  110  may use the caller-entered information to route the call to a selected call destination. For example, first destination  110  may desire to route privileged customers having special account numbers to higher-quality telephone agents having shorter call queues. Advantageously, first destination  110  uses telecommunication network  100  to collect the caller-entered information, and thus, first destination  110  does not require additional equipment or operator time to collect the information. Destination RP  111  transfers a response that indicates LABEL# 2  to SCP system  102  (action  14 ).  
         [0042]     SCP system  102  processes LABEL# 2  through translation tables to identify a second Switch and Trunk (SW/TNK# 2 ) and digits for a second Dialed Number Information Service (DNIS# 2 ). SCP system  102  transfers a response indicating SW/TNK# 2  and DNIS# 2  to switching system  101  (action  15 ). Switching system  101  uses SW/TNK # 2  to route the call to destination call system  112  and to transfer DNIS# 2  and the ANI destination call system  112  (action  16 ). In some examples, the ANI is transferred in a “charge to” field. At this point, the call is established from caller  150  to destination call system  112  overcall path  131 , switching system  101 , call path  132 , service platform  104 , call path  133 , switching system  101 , and call path  135 .  
         [0043]     Destination call system  112  handles the call. In some examples, destination  110  correlates the call with the caller-entered information based on the ANI. In some examples of the invention, destination  110  may desire to transfer the call. For example, after booking a flight, an airline may desire to transfer the call to a car rental agency. Destination call system  112  initiates the call transfer by transferring DTMF digits, such as “*8”, to switching system  101  (action  17 ). Switching system  101  transfers the DTMF digits to service platform  104  (action  18 ).  
         [0044]     In response to the DTMF digits that indicate call transfer, service platform  104  transfers a dial tone to switching system  101  (action  19 ), and switching system  101  transfers the dial tone to destination call system  112  (action  20 ). In response to the dial tone, destination call system  112  transfers a third Dialed Number (DN# 3 ) to switching system  101  (action  21 ), and switching system  101  transfers DN# 3  to service platform  104  (action  22 ). DN# 3  could be a transfer code or speed-dial number.  
         [0045]     At this point, service platform  104  and switching system  101  drop the portion of the call over call paths  133  and  135  from service platform  104  to destination call system  112 . Thus, the call is still established from caller  150  to service platform  104  over call path  131 , switching system  101 , and call path  132 .  
         [0046]     In response to DN# 3 , service platform  104  initiates a third call to switching system  101  using DN# 3  and indicating the tracking number as the ANI (action  23 ). Service platform  104  connects the first call to the third call. Switching system  101  processes DN# 3  to transfer a query to SCP system  102  (action  24 ). The query includes DN# 3  and the tracking number as the ANI. SCP system  102  uses the tracking number to correlate the ANI and the caller-entered information collected by service platform  104  with the third query from switching system  101 . SCP system  102  processes DN# 3  to transfer a query to destination RP  121  (action  25 ). This query includes the ANI and the caller-entered information.  
         [0047]     Destination RP  121  processes the ANI and the caller-entered information to select a third label (LABEL# 3 ) that will control subsequent call handling. Advantageously, second destination  120  may also use the caller-entered information to route the call to a selected call destination. Advantageously, second destination  120  uses telecommunication network  100  to collect the caller-entered information, and thus, second destination  120  does not require additional equipment or operator time to collect the information. Advantageously for telecommunication network  100  and caller  150 , the previously collected caller-entered information may be re-used without re-collection. Destination RP  121  transfers a response that indicates LABEL# 3  to SCP system  102  (action  26 ).  
         [0048]     SCP system  102  processes LABEL# 3  through translation tables to identify a third Switch and Trunk (SW/TNK# 3 ) and digits for a third Dialed Number Information Service (DNIS# 3 ). SCP system  102  transfers a response indicating SW/TNK# 3  and DNIS # 3  to switching system  101  (action  27 ). Switching system  101  uses SW/TNK# 3  to route the call to destination call system  122  and to transfer DNIS# 3  and the ANI destination call system  122  (action  28 ). At this point, the call is established from caller  150  to destination call system  122  over call path  131 , switching system  101 , call path  132 , service platform  104 , call path  134 , switching system  101 , and call path  136 .  
         [0049]     Destination call system  122  handles the call. In some examples, second destination  120  correlates the call with the caller-entered information based on the ANI. In some examples of the invention, second destination  120  may desire to transfer the call to a third destination. This call transfer is handled as described above. Thus, multiple call transfers can be implemented. Advantageously, each destination may base routing decisions and call processing based on caller-entered information without collecting the caller-entered information. Advantageously, caller  150  only places one call and enters their information one time, and then caller  150  receives special call handling and services from multiple call destinations.  
         [0050]     In some examples of the invention, switching system  101  may remove service platform  104  from the call. For example, on the call to destination  120 , switching system  101  could remove call paths  132  and  134  and directly connect call paths  131  and  136 . In these examples, call transfer functionality would need to be moved to switching system  101 , or else it would be eliminated when service platform  104  is removed from the call.  
         [0051]     In some examples of the invention, SCP system  102  retains the caller-entered information for a time period, such as two hours. If desired, this caller -entered information could be re-used on calls to the same DN and from the same ANI.

Technology Classification (CPC): 7