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WO2002037811A2 - Call centre for an alarm monitoring system - Google Patents

Call centre for an alarm monitoring system Download PDF

Info

Publication number
WO2002037811A2
WO2002037811A2 PCT/GB2001/004831 GB0104831W WO0237811A2 WO 2002037811 A2 WO2002037811 A2 WO 2002037811A2 GB 0104831 W GB0104831 W GB 0104831W WO 0237811 A2 WO0237811 A2 WO 0237811A2
Authority
WO
WIPO (PCT)
Prior art keywords
call
subscriber
centre
call centre
telephone
Prior art date
Application number
PCT/GB2001/004831
Other languages
French (fr)
Other versions
WO2002037811A3 (en
Inventor
Eric Beattie
Original Assignee
Edinburgh Communications Ltd
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Edinburgh Communications Ltd filed Critical Edinburgh Communications Ltd
Priority to AU2002212461A priority Critical patent/AU2002212461A1/en
Publication of WO2002037811A2 publication Critical patent/WO2002037811A2/en
Publication of WO2002037811A3 publication Critical patent/WO2002037811A3/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/64—Distributing or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/04—Special services or facilities for emergency applications
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H04M3/42068—Making use of the calling party identifier where the identifier is used to access a profile
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13072—Sequence circuits for call signaling, ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13092—Scanning of subscriber lines, monitoring
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13163—Fault alarm
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/1337—Operator, emergency services

Landscapes

  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Signal Processing (AREA)
  • Alarm Systems (AREA)
  • Telephonic Communication Services (AREA)

Abstract

Alarm monitor system (20) has in a domestic house (21), a telephone receiver unit (22) and line (23). Alarm handset unit (24) is connected, via a two-way connector, into telephone line (23) such that, when alarm button (25) is pressed, an alarm call is made toa call centre (26) permanently manned by operators (27) who have access to a databank (28) of subscriber information. When an alarm call is received at the call station (26) and compiler (29) outputs the subscriber information SI from databank (28), the telephone call to the subscriber is made automatically by transmit unit(36), so that the process is started immediately. Transmit unit (36) also passes on the alarm call and subscriber information SI to operator (27) and simultaneously adds the operator (27) into the telephone call made to the subscriber. If the telephone call isanswered, the operator (27) asks for a security number code. If an incorrect number code or name is given, the Police are alerted.

Claims

1 A call centre for an alarm monitoring system comprising means to receive an alarm call, means to make a telephone call to a subscriber's telephone number in response to said alarm call, and means to send a further call to a specified telephone number if the call to the subscriber is not suitably answered.
2. A call centre according to Claim 1 comprising means to derive information for making the telephone call to the subscriber from a databank in the call centre.
3. A call centre according to Claim 1 wherein the means to send a further call operates if the call to the subscriber is not answered within a predetermined time interval.
4. A call centre according to Claim 3 comprising means to effect the further call to the specified number also when instructed by an operator.
5. A call centre according to any preceding claim wherein information on the specified number is held in a databank in the call centre.
6. A call centre according to any preceding claim wherein information in a databank in the call centre is used to effect the further call to the specified telephone number.
13
7. A call centre according to any preceding claim comprising means to connect an operator into the telephone call to the subscriber's telephone number in response to said alarm call.
8. A call centre according to Claim 7 comprising means to send to the operator, additional information held at the databank of the call centre.
9. A call centre according to any preceding claim comprising means to connect an operator into the further call to the specified telephone number.
10. A call centre according to Claim 9 comprising means to send, to the operator, additional information held at the databank of the call centre.
11. A call centre according to any preceding claim comprising means to send to the location of the specified telephone number, additional information held at the databank of the call centre.
12. A call centre according to any of Claims 8, 10 or 11 wherein the sending means comprises means to send the information by fax or electronically.
13. A call centre according to any of Claims 8, 10, 11 or 12 wherein the additional information comprises some or all of the subscriber information in the databank of the call centre.
14. A call centre according to any preceding claim wherein the means to send a further call comprises means to send a call to a Police station specified in the subscriber information.
14
15. A call centre according to any preceding claim comprising speech processor means to send a speech message seeking a pre-agreed security number or code when the telephone call to the subscriber's telephone number is answered.
16. A call centre according to any preceding claim comprising speech processor means to analyse a response when the telephone call to the subscriber's telephone number is answered to determine if it contains the pre-agreed security number or code.
17. A call centre according to any preceding claim wherein the means to send an further call operates if the call to the subscriber is answered incorrectly.
18. A call centre for an alarm monitoring system substantially as hereinbefore described with reference to, and/or as illustrated in, any one or more of the Figures of the accompanying drawings.
19. An alarm monitoring system incorporating a call centre according to any one or more of Claims 1 to 18.
20. Method of operating for an alarm monitoring system comprising receiving an alarm call, making a telephone call to a subscriber's telephone number, in response to said alarm call, and sending a further call to a specified telephone number if the call to the subscriber is not answered.
21. A method according to Claim 21 comprising deriving information for making the telephone call to the subscriber from a databank in the call centre.
15
22. A method according to Claims 20 or 21 comprising sending a further call operates if the call to the subscriber is not answered within a predetermined time interval.
23. A method according to any of Claims 20 to 22 comprising effecting the further call to the specified number also when instructed by an operator.
24. A method according to any of Claim 20 to 23 wherein information on the specified number is held in a databank in the call centre.
25. A method according to any of Claims 20 to 24 wherein information in a databank in the call centre is used to effect the further call to the specified telephone number.
26. A method according to any of Claims 20 to 25 comprising connecting an operator into the telephone call to the subscriber's telephone number in response to said alarm call.
27. A method according to Claim 26 comprising sending, to the operator, additional information held at the databank of the call centre.
28. A method according to any of Claims 20 to 27 comprising means to connecting an operator into the further call to the specified telephone number.
29. A method according to Claim 28 comprising sending, to the operator, additional information held at the databank of the call centre.
16
30. A method according to any of Claims 20 to 29 comprising sending, to the location of specified telephone number, additional information held at the databank of the call centre.
31. A method according to any of Claims 27, 29 or 30 comprising sending the information by fax or electronically.
32. The method according to any of Claims 27, 29, 30 or 31 wherein the additional information comprises some or all of the subscriber information in the databank of the call centre.
33. A method according to any of Claims 20 to 32 wherein sending a further call comprises sending a call to the Police station specified in the subscriber information.
34. A method according to any of Claims 19 to 33 comprising providing processor means to send a speech message seeking a pre-agreed security number or code when the telephone call to the subscriber's telephone number is answered.
35. A method according to any preceding claim comprising providing speech processor means to analyse a response when the telephone call to the subscriber's telephone number is answered to determine if it contains pre- agreed security number or code.
36. A method of operating a call centre for an alarm monitoring system substantially as hereinbefore described with reference to, and/or as illustrated in, any one or more of the Figures of the accompanying drawings.
17
37. A method of operating an alarm monitoring system incorporating a call centre according to any one or more of Claims 20 to 36.
38. A computer program product directly loadable into the interval memory of the digital computer comprising software portions for performing the steps according to the method of any one or more of Claims 20 to 35 when said product is run on a computer.
39. A computer program product stored on a computer usuable medium, comprising: computer readable program means for causing a computer to receive an alarm call; computer readable program means for causing a computer to make a telephone call to a subscriber's telephone number in response to said alarm call; computer readable program means for causing a computer to send a further call to a specified telephone number if the call to the subscriber is not answered.
40. Electronic distribution of a computer program according to Claims 34 or 37.
18
PCT/GB2001/004831 2000-11-01 2001-11-01 Call centre for an alarm monitoring system WO2002037811A2 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU2002212461A AU2002212461A1 (en) 2000-11-01 2001-11-01 Call centre for an alarm monitoring system

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
GB0026777A GB0026777D0 (en) 2000-11-01 2000-11-01 Call centre for an alarm monitoring system
GB0026777.3 2000-11-01

Publications (2)

Publication Number Publication Date
WO2002037811A2 true WO2002037811A2 (en) 2002-05-10
WO2002037811A3 WO2002037811A3 (en) 2003-01-16

Family

ID=9902412

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/GB2001/004831 WO2002037811A2 (en) 2000-11-01 2001-11-01 Call centre for an alarm monitoring system

Country Status (3)

Country Link
AU (1) AU2002212461A1 (en)
GB (2) GB0026777D0 (en)
WO (1) WO2002037811A2 (en)

Family Cites Families (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4924491A (en) * 1988-11-18 1990-05-08 American Telephone And Telegraph Company Arrangement for obtaining information about abandoned calls
US5155761A (en) * 1990-01-26 1992-10-13 Intervoice, Inc. Automatic call back system and method of operation
US5311569A (en) * 1992-06-05 1994-05-10 At&T Bell Laboratories Line-based public safety answering point
US5598460A (en) * 1996-02-09 1997-01-28 Tendler Cellular, Inc. Emergency back-up system for enhancing reliability or rescue
US6073004A (en) * 1996-12-17 2000-06-06 Ericsson Inc. Emergency call initiator
US6032036A (en) * 1997-06-18 2000-02-29 Telectronics, S.A. Alarm and emergency call system
US6829478B1 (en) * 1999-11-19 2004-12-07 Pamela G. Layton Information management network for automated delivery of alarm notifications and other information

Also Published As

Publication number Publication date
GB2369527B (en) 2004-07-14
AU2002212461A1 (en) 2002-05-15
GB0126188D0 (en) 2002-01-02
WO2002037811A3 (en) 2003-01-16
GB0026777D0 (en) 2000-12-20
GB2369527A (en) 2002-05-29

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