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WO2004021689A1 - Agencement servant de central telephonique prive (pabx) - Google Patents

Agencement servant de central telephonique prive (pabx) Download PDF

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Publication number
WO2004021689A1
WO2004021689A1 PCT/SE2003/001256 SE0301256W WO2004021689A1 WO 2004021689 A1 WO2004021689 A1 WO 2004021689A1 SE 0301256 W SE0301256 W SE 0301256W WO 2004021689 A1 WO2004021689 A1 WO 2004021689A1
Authority
WO
WIPO (PCT)
Prior art keywords
telephonist
arrangement according
unit
server
positions
Prior art date
Application number
PCT/SE2003/001256
Other languages
English (en)
Inventor
Staffan Lars Allan Kjellqvist
Original Assignee
Trio Ab
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 Trio Ab filed Critical Trio Ab
Priority to EP03791512A priority Critical patent/EP1540932A1/fr
Priority to AU2003251263A priority patent/AU2003251263A1/en
Publication of WO2004021689A1 publication Critical patent/WO2004021689A1/fr

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Classifications

    • 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
    • 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
    • H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges

Definitions

  • the present invention relates generally to an arrangement which functions or serves as a Private Automatic Branch Exchange (PABX), and more particularly to such an arrangement in which each of the exchange extensions can be or may be allocated a personal mobile telephone set or apparatus, and where each of said mobile telephone apparatus can be connected to a mobile telecommunications system via radio communication.
  • PABX Private Automatic Branch Exchange
  • An arrangement including an interception system is based on an arrangement that includes functionally; a first unit, which relates to or is connected to said mobile telecommunications system and which is able to initialise and/or implement one or more of the coupling or switching functions normally assigned to a PABX, by initialising and controlling switching functions within the mobile communications system among other things; a second unit, co-ordinated with the said first unit and adapted to implement one or more control or checking functions, and a third unit, which is adapted to initialise and implement one or more switchboard functions.
  • the present invention is concerned with an arrangement and an interception system or auxiliary system that co-acts with a mobile telecommunications network.
  • an interception system or auxiliary system that co-acts with a mobile telecommunications network.
  • it can be mentioned that it is known and has been earlier proposed to connect a complete PABX to a mobile telecommunications system, where one or more exchange related extensions can consist in a mobile telephone apparatus.
  • the interception system will be normally encumbered with certain limitations and therewith associated drawbacks.
  • the telephonist serving the exchange is in an information transfer mode with the exchange and its various functions via a coupled fixed connection, so as to be able to initialise and control functions within the exchange and therewith secondarily also to control the switching functions of the mobile telephone system.
  • a telecommunications system (1) which includes: a general fixed telecommunications network (2) to which a number of telephone apparatus (21 , 22, 23) are connected, and where a calling apparatus (23), via switching means (2a) belonging to the telecommunications network, is able to initialise and effect a connection with a called apparatus (22, 23) via a PABX function, which is related to the telecommunications network and which can be connected via an output port or conductor (3b) of the extension apparatus to an input port or conductor (4a) related to an additional equipment (4), that includes switching functions, among other things.
  • the prior art also encloses the Swedish Patent Publication 99 02108-1 , which discloses a data-network-adapted telecommunications system (1), where said data network includes a number of apparatus (9), which can each be allocated a specific data network address, a data address, and an address register (11) in which, inter alia, said data addresses of the apparatus (9) are stored.
  • An interception system (7) based on telephone number identification is connected to a data network (16) constructed and adapted for data address identification, whereby an incoming call to the data network or a call initiated within said network to a called apparatus is adapted to ascertain whether or not the called apparatus is intercepted via the interception system (7), with the aid of circuits that either belong to or are connected to said data network.
  • a data address relevant to the interception system (7) is produced and sent to the interception system (7) together with a telephone number identification.
  • the interception system (7) is adapted to produce, on the basis of said telephone number identification, a new address or the like data corresponding to a stored and selected interception service and establishing connection to said new data address or like data.
  • PABX such as a PABX sold by Ericsson, Sweden
  • an inter- ception unit such as an interception unit sold by TRIO AB, Sweden
  • Trio Present Office for the exchange of information there between over fixed and physical lines.
  • a mobile telecommunications system in other words a system that can utilise mobile telephone apparatus or sets and which can co-act with stations or base units included in the mobile telecommunications system over wireless connections, such as radio connections, and which utilise a private branch exchange to provide a service level that cannot be provided by the mobile telecommunications system alone, it is known to provide the possibility of initialising and controlling coupling or switching functions within the mobile telecommunications network from a telephonist, positioned in and using office space within a company.
  • PABX private automatic branch exchanges PABX, or complete units, that provide functions corresponding to those provided by such an exchange, consisting normally of co-action between different functional parts, a switching unit, a control unit and a telephonist switchboard unit, where a tele- phonist keyboard and a display screen are in principle coupled to the control unit.
  • PABX private automatic branch exchanges
  • it is known to transmit sound and data information over the "Internet”, from a transmitter to a receiver and vice versa. It is also known to secure the transmission of information through the medium of one or more "Firewalls".
  • branch exchange is equipped with important resources, therewith also requiring the inclusion of different cost-demanding and space- demanding arrangements.
  • This patent publication discloses a mobile telecommunications network having an integrated wireless office system.
  • This wireless office system is integrated into both a private telephony network (PTN) and a public land mobile network (PLMN), which includes a public cellular system.
  • PTN private telephony network
  • PLMN public land mobile network
  • This wireless office system provides mobile service to corporate group of terminals (CMT ' s) that are parts of a corporate group of terminals of the PTN.
  • CMT ' s corporate group of terminals
  • the CMT ' s of the wireless office system appear to the PTN as normal fixed extension terminals and PTN internal features, such as call-back, caller identification and operator assistance may be used at the CMT ' s.
  • This telecommunications network (100) includes public switched telephone network (PSTN, 104), intelligent network (IN, 106), private fixed telephony network (PTN, 108) and public land mobile network (PLMN, 102).
  • PSTN public switched telephone network
  • IN intelligent network
  • PTN private fixed telephony network
  • PLMN public land mobile network
  • This network (PLMN, 102) includes a public cellular system (140) and said wireless office system (142). US-B1-6 314 177.
  • This patent publication discloses a communications handling system having a centre in which agents are assigned to handling queues for incoming communications and handling attributes assigned to the agents.
  • the centre forwards incoming telephone calls by determining handling requirements, including an appropriate handling queue and required agent attributes.
  • An available agent within a queue is first located, and then an assessment is made whether that agent possesses required attributes in order to handle the communication.
  • the call is forwarded to the local agent.
  • the assigned agent attributes are relevant to all queues to which the agent may be assigned, allowing for the easy administration of the communications handling centre, by reducing the number of queues that must be maintained.
  • a technical problem resides in the ability to realise the significance of and the advantages associated with supplementing a PABX functioning arrangement with a server, connected to the mobile telecommunications system and having associated decision criteria, and adapting the server to serve a plurality of manned telephonist positions, particularly when such positions and/or telephonists are assigned to geographically dispersed companies. It will also be seen that a technical problem resides in the ability to realise the significance of and the advantages afforded by moving or transferring PABX functions and PABX units, that normally require fixed call connections, into the mobile telecommunications network, and the constructive measures required for such movement, therewith enabling the requirement of said fixed call connections to be eliminated totally to the benefit of the use of wireless connections.
  • a technical problem also resides in the ability to realise the significance of and the advantages afforded by storing in the server information concerning the status of the telephonist position and/or telephonist (unengaged/engaged and other telephonist assigned properties).
  • Another technical problem resides in the ability to realise the significance of and the advantages afforded by storing in the server distributed information concerning the line or queue order with regard to the telephonist position and/or to the telephonist respectively.
  • Another technical problem resides in the ability to realise the significance of and the advantages afforded by storing and distributing in said server information relating to telephonist associated and telephonist unique data.
  • Another technical problem resides in the ability to realise the significance of and the benefits associated with including in the server stored and distributed information relating to telephone-directory associated data. Another technical problem resides in the ability to realise the significance of and the advantages afforded by including in said server stored and distributed data relating to the transformation of available abbreviated telephone numbers.
  • Another technical problem resides in the ability to realise the significance of and the advantages afforded by including in said server stored and distributed information concerning interception-associated data related to each available telephonist position and/or telephonist.
  • Another technical problem resides in the ability to realise the significance of and the advantages afforded by co-ordinating said telephone directory data with interception data. Another technical problem resides in the ability to realise the significance of and the advantages associated with adapting the server for co-action with a plurality of telephonist manned telephone positions of mutually the same structure.
  • NAS Network Attendant Service
  • PABX Private Automatic Branch Exchange system
  • each extension included in a number of exchange extensions shall be allocated a respective mobile telephone apparatus that can be connected to a mobile telecommunications system via radio communication, where at least one of said mobile telephone apparatus is assigned a telephonist
  • said system also includes an interception system related to or connected to a mobile telecommunications system, wherein said interception system can be considered functionally to include a first unit, that is adapted to initialise and/or implement one or more of the coupling/switching functions normally assigned to a private automatic branch exchange, a second unit, coordinated with the said first unit and adapted to implement one or more control or check functions, and a third unit, adapted to implement one or more telephone switchboard functions and to create conditions that enable the PABX functions to be increased.
  • PABX Private Automatic Branch Exchange system
  • each extension included in a number of exchange extensions shall be allocated a respective mobile telephone apparatus that can be connected to a mobile telecommunications system via radio communication, where at least
  • Another technical problem resides in the ability to create conditions, which will obviate the need for a subscriber to purchase additional equipment, such as equipment that shall be placed within the personal domain or office space of the subscriber.
  • Another technical problem resides in the ability to create conditions that allow all hardware and all software to be placed within the domains of the operator, such as in mobile telephone services switching centres.
  • a technical problem also resides in the ability to create conditions that enable such an extended service level to be adapted particularly effectively to large companies and to companies of average size.
  • Another technical problem resides in the ability to provide conditions, which enable said extended/enhanced service level to include a graphical telephonist screen or node where the actual application is co-ordinated with the operator network.
  • Another technical problem resides in the ability to create conditions, which will enable the telephonist to obtain a graphic presentation of each individual chosen extension and therewith allow the graphic presentation to be co-ordinated with; a. queue-panel showing relevant queue information, b. a call-panel showing information relating to incoming and outgoing calls, c. a route-panel showing information relating to call switching routes, d. a call processing panel, d1. call transfers, d2. call announcements, d3. switching between extensions, d4. call parking, d5. call clearing,
  • a further technical problem resides in the ability to provide conditions which afford a number of benefits to the operator of a mobile telecommunications system, by virtue of enabling an earlier installed PABX, connected to the fixed telecommunications network, to be eliminated and instead to provide a system in which the operator can expect greater utilisation of its services.
  • Another technical problem resides in the ability to create conditions, which provide, in addition to said increased/enhanced service level, a mobile PABX arrangement with which a higher degree of subscriber loyalty can be expected.
  • a further technical problem resides in the ability to provide conditions which, in addition to said extended service level, provide a number of subscriber and company benefits, by virtue of enabling the novel subscriber exchange arrangement including mobile telephone apparatus to be handled in the same way as traditional subscriber exchanges, among other things by allowing a call to a mobile extension, that does not answer, to be re-connected automatically as a recall in the same way as a fixed extension in a PABX system.
  • Another technical problem resides in the ability to create, in addition to said enhanced service level, conditions that will enable subscribers to localise one or more telephonists within the range of the network, and to enable each telephonist to use any mobile telephone apparatus whatsoever to log-in and offer a service, wherein a telephonist may also work from home, provided that he/she has access to a suitable "Internet" connection.
  • a technical problem also resides in the ability to create conditions, which, in addition to enhancing the service level, is able to provide enhanced mobility by virtue of the fact that the increased use of mobile telephone apparatus within a company will be able to enhance the internal effectiveness.
  • a technical problem also resides in the ability to create conditions which, in addition to enhancing said service level, are able to provide a queue order and functionality in the case of a recall from an unanswered extension call such as to enhance the customer-aimed service.
  • a technical problem also resides in the ability to realise that the creation of conditions for an enhanced/increased service level requires the use of a second unit that includes a processor unit with associated memories, and a first software setup in order to be able to implement chosen PABX-related functions, and to supplement said second unit so that it includes or co-acts with a second software setup so that further chosen PABX-related functions can be implemented.
  • Another technical problem resides in the ability to provide conditions, which enable the second software setup to be placed centrally within the mobile telecommunications system.
  • Another technical problem resides in the ability to realise the significance of and the advantages afforded by creating conditions, which enable said second software setup to be adapted to control a telephonist categorising system.
  • Another technical problem resides in the creation of conditions in which said memory has stored therein a number of telephonist positions in respect of said enhanced service level, wherewith said telephonist positions are supplemented with information concerning the ability and suitability of the telephonists in said telephonist positions to answer incoming calls and are also supplemented with a unit evaluating call criteria and a control unit which functions to call such a categorised telephonist chosen by said control unit on the basis of the call criteria concerned.
  • Another technical problem resides in the ability to create conditions whereby the second software setup is adapted to provide a Gateway to an IP network, such as the "Internet", with regard to the enhanced service level.
  • a technical problem also resides in the ability to create such conditions for the enhanced or extended service level where said second software setup is adapted to provide security management, such as an SSL protocol.
  • a further technical problem resides in the ability to create such conditions for said enhanced service level wherewith said second software setup is adapted to enable the telephonist to log-on and off.
  • Another technical problem resides in the ability to create such conditions for said enhanced service level wherewith the second software setup is adapted to distribute load and/or engagement between available telephonists.
  • Another technical problem resides in the ability to create conditions which, with regard to the enhance service level, allow said second software setup to be adapted for the creation of a queue or line order. Yet another technical problem resides in the ability to create conditions which, with regard to the enhanced service level, allow said second software setup to be adapted to co-action with a web server.
  • Another technical problem resides in the ability to create conditions which, with regard to the enhance service level, allow said web server to co-act with an IP network via a "Firewall", for the transmission of information between a unit to which switchboard functions are assigned and said second software setup.
  • a technical problem also resides in the ability to create conditions which, with regard to said enhance service level, enable said first software setup and said second software setup to co-act with each other via a logic connection.
  • a technical problem resides in the creation of conditions, with the aid of simple means that can provide a greater degree of freedom with regard to the physical placement of the telephonist, or telephonists, without needing to depart from the ability of the telephonists to provide an effective and satisfactory service.
  • Another technical problem resides in the ability to create, with the aid of simple means, conditions that can provide a large degree of freedom in respect of the physical positioning of telephonists, where each telephonist is able to use/her own mobile telephone operator to log-on and utilise and control the various functions of the interception system.
  • Another technical problem resides in the ability to create conditions that enable each telephonist to provide a fully adequate intercept service from the interception system while stationed physically at home, although in possession of a telephone switchboard unit with an available "Internet" connection.
  • a technical problem resides in the ability to create conditions for establishing a queue or line order and to reconnect a call to a telephonist in response to a "no answer" function.
  • Another technical problem resides in the ability to realise the significance of and the advantages afforded by allowing the information transfer connection between the control unit and the switchboard unit to be connected via an available IP network and then particularly via the "Internet".
  • Another technical problem resides in the ability to realise the significance of and the advantages afforded by allowing the telephone switchboard unit of a system of the type described above to have the form of a PC unit with switching functions for connection to the "Internet", including a keyboard and a display surface or screen, with which functions associated with the interception system can be initialised and/ or controlled via the keyboard, and where chosen parts of the control unit content can be presented on the display surface.
  • Another technical problem resides in the ability to realise the significance of and the advantages afforded by co-ordinating all subscriber exchange extensions within a chosen service afforded by an operator for a commonly used mobile telecommunications system.
  • Another technical problem resides in the ability to realise the significance of and the advantages afforded by enabling several available branches and/or telephonists to be connected via an established connection with an IP network or the "Internet”. Yet another technical problem resides in the ability to realise the significance of and the advantages afforded by locally co-ordinating said switchboard unit and said mobile telephone apparatus assigned to the telephonist.
  • Telephonist categorisation When considering the present state of the art as described above with regard to an arrangement serving as a PABX-system and including an interception system related to a mobile telecommunications system of the nature described above, it will be seen that a technical problem resides in the ability to realise the significance of and the advantages afforded by conditions in which, when the exchange is manned by several telephonists, there can be chosen a telephonist who is considered most suitable to answer the call and to give adequate information related to the interception system on the basis of one or more criteria allocated to an incoming call.
  • control unit and a software item to include a telephonist categorising system, in which there have been created conditions that allow a number of telephonist positions to be stored in the memory, and where each of said telephonist positions is supplemented with infor- mation concerning the pronounced ability and suitability of an allocated telephonist to answer such a criteria-structured incoming call.
  • Another technical problem resides in the ability to realise the significance of and the advantages afforded by providing with the aid of simple means a call- criteria evaluating unit with associated control unit and software that function to choose a suitable telephonist on the basis of criteria assigned to one or more current calls.
  • Another technical problem resides in the ability to realise the significance of and the advantages afforded by creating conditions which enable there to be stored in said memory not only information relating to the ability and the suitability of a telephonist but also to establish whether or not a telephonist is available and to allow the call to pass to a thus chosen telephonist if she/he is not engaged.
  • Another technical problem resides in the ability to create such conditions with the aid of simple means and to realise the significance of and the advantages afforded by storing the identity of a number of telephonist apparatus, telephonist positions and telephonists in said memories with an extension number or the like allocated to the mobile telephone apparatus in addition to individual-related and categorising data, such as different degrees of expertise in chosen foreign languages and expert knowledge of the company concerned and/or the products produced by the company.
  • Another technical problem resides in the creation of such conditions as these with the aid of simple means, and to realise the significance of and the advantages afforded by allowing the A-number identification of an incoming call, to constitute a criterion for the selection of a non-engaged telephonist, among other things.
  • a technical problem also resides in the ability to create such conditions with the aid of simple means, and to realise the advantages that are afforded by allowing the control unit, assigned to the interception system, to select primarily the most suitable telephonist and to choose the next best suited telephonist when the most suitable telephonist is engaged, and so on.
  • Another technical problem resides in the ability to create such conditions with the aid of simple means and to realise the significance of and the advantages afforded by allowing the control unit to select primarily the most suitable telephonist and when this telephonist is engaged to wait for said telephonist to be free over a predetermined length of time, and to allow the call to be coupled to the next best suited free telephonist at the end of said predetermined time period.
  • the present invention takes as its starting point the known technology described in the introduction, and relates to a system that functions as a Private Automatic Branch Exchange (PABX) and related to or including an interception system.
  • PABX Private Automatic Branch Exchange
  • each of the extensions advocated to the exchange shall be provided with a respective mobile telephone apparatus, which can be connected to a mobile telecommunications system via radio communication, wherein at least one of these mobile telephone apparatus can be assigned to a telephonist.
  • Said arrangement can be considered functionally to include also a first unit, referred to as a switching unit, which is connected or related to the mobile telecommunications system and which is adapted to initialise and/or implement one or more of the switching functions normally assigned to a PABX, a second unit, referred to as a control unit which is co-ordinated with the first unit and adapted to implement one or more control or check functions, and a third unit, referred to as a telephonist switchboard unit, adapted to initialise and implement one or more telephonist switchboard functions.
  • a switching unit which is connected or related to the mobile telecommunications system and which is adapted to initialise and/or implement one or more of the switching functions normally assigned to a PABX
  • a second unit referred to as a control unit which is co-ordinated with the first unit and adapted to implement one or more control or check functions
  • a third unit referred to as a telephonist switchboard unit, adapted to initialise and implement one
  • a server which includes associated decision criteria and that is adapted to serve a plurality of telephonist-manned telephone places even though said telephonist positions are allocated geographically distributed companies, and that each of said telephonist positions shall be capable of connection with said server via an IP network.
  • the server shall include stored information relating to the status (engaged/free) of respective telephonist positions and/or telephonists.
  • the server shall also include stored information concerning the current queue or line order of respective telephonist positions and/or telephonists.
  • the server shall also include stored information relating to telephonist- associated data.
  • the server shall also include stored information relating to respective telephone-directory-associated data.
  • the server shall also include stored information relating to abbreviated number transformation.
  • the server shall also include stored information concerning intercept- associated data related to each of available telephonist positions and/or telephonists.
  • telephone-directory-associated data is coordinated with intercept-associated data.
  • the data shall be adapted to co-act with a plurality of telephonist-manned telephone places, preferably of mutually similar structure.
  • the known technology is modified so that said second unit will include a processor unit with associated memories and a first software setup for implementing chosen PABX-related functions, and shall include or co-act with a second software setup so as to enable further chosen exchange-related functions to be implemented, said second software setup being placed centrally in the mobile telecommunications system.
  • the second software setup shall be adapted to control a telephonist categorising system, and that the memories will have stored therein a number of telephonist positions, that these telephonist positions are also supplemented with information concerning the ability and suitability of a telephonist assigned to a telephonist position to answer an incoming call, and that there is included a call-criteria evaluating unit and a control unit, which function to call a thus categorised and control-unit chosen telephonist on the basis of current/prevailing call criteria.
  • second software setup shall be adapted to provide a Gateway to an IP network, such as the "Internet”.
  • This second software setup may also be adapted to provide security management, such as an SSL protocol.
  • said second software setup shall be adapted to enable the telephonist to log-on and log-off.
  • the second software setup may also be adapted to create a distribution of load between available telephonists.
  • the second software setup is also adapted to create a queue or line order.
  • the second software setup is also adapted for co-action with a web server.
  • the web server may co-act, via a "Firewall", with an IP network for the transfer of information between a unit to which switchboard functions are allocated and said second software setup.
  • the first software setup and the second software setup will conveniently co- act with one another via a logic connection.
  • an information transfer data connection is established between said second unit, referred to as the control unit, and said third unit, referred to as the switchboard unit, and that said information transfer data connection can be coupled via an available IP network.
  • said second unit shall be allocated switching functions, or coupling functions, for connection to the IP network and for a structured data-related exchange of information with said third unit, via the information transfer data connection.
  • the third unit shall have the form of a PC unit that includes coupling functions for connection to the IP network, and also includes a keyboard and a display surface or screen, and where the coupling function is connected to the IP network for an exchange of data-related information with said second unit, wherein said second unit can be initiated and controlled via the keyboard, and wherein at least chosen parts of the information content of said second unit can be presented on said display surface or screen.
  • the information transfer data connection may be an "Internet" connection.
  • the mobile telephone apparatus allocated to the telephonist shall be connected to the mobile telecommunications system via a wireless connection, such as a GSM connection or a UMTS connection for the transfer of information.
  • a wireless connection such as a GSM connection or a UMTS connection for the transfer of information.
  • PABX extension can be co-ordinated within a chosen service provided by the operator for common utilisation of a mobile telecommunications system. It is also proposed in accordance with the present invention that a plurality of available branches can be connected via an established "Internet" connection.
  • the third unit and the telephonist-allocated mobile telephone apparatus are locally co-ordinated.
  • each of a number of exchange extensions is allocated a respective mobile telephone apparatus which, via radio communication, can be connected to a mobile telecommunications system, and where one of these mobile telephone apparatus is allocated to a respective telephonist, wherein said arrangement also includes an interception system connected to or related to said mobile telecommunications system
  • said second unit will include a telephonist categorising system, in which a plurality of telephonist positions is stored in said memories.
  • the arrangement also includes a call criteria evaluating unit, and also a control unit, which is adapted to allow a call to be put through to a thus selected telephonist on the basis of at least one prevailing call criterion.
  • the memory has stored therein the number of telephonist positions and/or the telephonists assigned to said places with an extension number or the like allocated to the mobile telephone apparatus and individual-related and categorising information, such as different levels of knowledge in foreign languages, pronounced knowledge of the company concerned and/or the products of said company. It is also proposed that the A-number identification of an incoming call shall constitute a criterion for the selection of an available telephonist.
  • the control unit functions primarily to select the most suited telephonist and to choose the next best-suited telephonist when the telephonist first selected is engaged, and so on.
  • the control unit is also adapted to select primarily the most suited telephonist and when she/he is engaged to wait for a predetermined length of timed for the telephonist to become free, and to forward the call to a suitable free telephonist at the end of said determined time period should the first telephonist still be engaged.
  • Those advantages primarily characteristic of the present invention and the particular characteristic features of said invention reside in the creation of conditions that will enable an information transfer data connection to be established, via an IP network, between a control unit and one or more telephonist switchboard units within a mobile telecommunications system and an interception system in a simple manner, such as to provide conditions in which the telephonist services can be expanded and enhanced in a simple manner, also with regard to branch offices, while keeping the costs involved in establishing requisite connections at a low level.
  • the mobile telecommunications system with a telephonist- manned interception system is able to assign criteria to incoming calls and to forward these calls to the telephonist that is considered most suited according to telephonist categorisation.
  • the invention also provides a mobile interception system in which hardware and software can be placed with the operator, and where the subscribers need only have access to mobile telephone apparatus and to an "Internet" connection.
  • Figure 1 illustrates the inventive arrangement schematically, with a server connected to the mobile telecommunications network and co-acting with three mutually different telephonist positions via server-allocated blocks;
  • Figure 2 is a block diagram illustrating schematically different functions allocated to the server and its associated blocks
  • Figure 3 illustrates the principle layout and co-operation between a mobile telecommunications system and an interception-system associated units utilised therewith, said units being adapted functionally to implement at least chosen subscriber exchange functions in co-action with one or more telephonists and via such a server-allocated, server-including or server-associated block; and
  • Figure 4 is a block diagram illustrating a system for allocating criteria to incoming calls and forwarding such calls to a respective chosen category-allocated telephonist.
  • Figure 1 primarily, but also Figure 3, illustrates the inventive arrangement schematically and in more detail, showing a server connected to the mobile telecommunications network in accordance with the invention, where the server can be caused to co-act with a plurality, in the present case three, different telephonist positions, where each place is manned by one or more telephonists.
  • Figure 1 illustrates the present invention schematically in the form of a PABX- serving arrangement with an integrated or related interception system or auxiliary system referenced 1 , said arrangement being based on and related to a mobile telecommunications system or mobile telephone system 2.
  • the design of the arrangement will be described more specifically with reference to the embodiment according to Figure 3.
  • Figure 1 is a schematic illustration showing a server "S" connected to the telecommunications system 2, including associated decision criteria and adapted to serve a plurality of companies via blocks "S1", “S2” and “S3", where three different companies referenced F1 , F2 and F3 are shown in the figures and where each of said blocks is adapted to and allocated to a respective telephonist manned telephonist position, referenced T1 , T2 and T3 respectively.
  • T1 , T2 and T3 telephonist manned telephonist position
  • the telephonist positions T1 , T2 and T3 are each allocated geographically spread companies F1 , F2 and F3 respectively in the illustrated embodiment, and each of said telephonist positions, with their respective computer units, can be connected to the server "S", and particularly to server-allocated blocks "S1", "S2” and "S3", over an indicated IP network 9.
  • the server "S” has stored in each of its blocks “S1", “S2” and “S3” information relating to respective telephonists in respective telephonist positions T1 , T2 and T3 and/or the status of telephonist T (free/engaged), in an array of function blocks A.
  • the server "S" and respective blocks also have stored therein information relating to respective telephonist positions and/or telephonist-applicable queuing orders, in a functional block B. Similarly to that described above, the server “S” also has stored in a functional block C information relating to telephonist-associated data.
  • the server "S” includes information relating to respective telephone directory associated data stored in a functional block D.
  • the server “S” has stored in a functional block D1 information relating to abbreviated telephone number transformation.
  • the server "S" also includes information relating to interception-associated data concerning each available telephonist position and/or telephonist, stored in a functional block E.
  • the telephone directory associated data stored in functional block D is coordinated with interception associated data in functional block E.
  • Number status is stored in a functional block F, this information being coordinated with data co-ordinated in the functional block E.
  • the server "S” is adapted, via its blocks “S1 ", “S2” and “S3", for co-action with a plurality of mutually similarly structured or differently structured telephonist-manned telephonist positions, such as the positions referenced T1 , T2 and T3.
  • Figure 2 is intended to show that data stored in the functional blocks A to F shall be capable of being co-ordinated mutually in and between the telephonist positions T1 , T2 and T3 with the aid of a processor G, that includes a memory H.
  • the functional blocks A, B, C, D, E and F drawn in full lines can be considered as belonging to block "S1 " and telephonist position T1 , whereas similar and slightly hidden functional blocks shall be considered to belong to telephonist positions T2 and T3 respectively.
  • these functional blocks and concealed functional blocks may be allocated to different telephonists Ta, Tb and Tc.
  • the functional block "I" denotes an exchange unit for sending switching information to the mobile telecommunications system 2.
  • the mobile telecommunications system 2 is adapted to enable a calling party 3, calling from within or externally of said system, to be transferred to a called party via a server-related and system- associated switching function 2a, in response to an initialised system-associated telephone number.
  • the present invention is based on the calling party 3 desiring a speech contact with a called party 5 included as an extension number in a PABX system or a unit 6 co-ordinated with an interception system 1 in some other way and capable of carrying out one or more chosen exchange-related functions or all of said functions, wherein the calling party 3 therewith initialises an exchange- associated group number allocated to the units 6 or a direct number, wherein the switching function 2a is coupled to relevant circuits in said unit 6.
  • the PABX shall be considered as a system-associated unit 6, that is adapted for implementation of those functions, or at least those selected functions, which are normally assigned to a PABX that also includes an interception system.
  • such a unit 6, included in the block-coordinated server "S" can be considered to consist of three functional parts, a switching unit 6a (or 2a) and a control unit or logic unit 6b, where the switching unit 6a (2a) is connected directly to the mobile telecommunications system 2 and its exchange function.
  • the switching unit 6a and the control unit 6b are co-ordinated to form a block and represent a system designated the trade name or trade nark "Mobicentrix".
  • a telephonist switchboard unit 6c constitutes a third functional part.
  • Figure 3 illustrates more particularly how a block “S1 " in the server “S” enables the unit 6c to co-act with a "Firewall” 7, via a data transfer connection 8, an IP network 9 and a connection 8a.
  • a connection 8b connects from the "Firewall” 7 to a web server 6b included in the block "S1 " and a data setup or equipment 6e, where the latter is particularly adapted to initialise and provide telephonist-actuable functions in addition to those that can initialise and are provided via the control unit 6b.
  • a telephonist T shall be able to utilise his/her unit 6c and a mobile telephone apparatus 4 to answer a call and to provide functions and services associated with the interception system.
  • FIG 3 illustrates a coupling or switching occasion where a call "A)" initialised by the calling party 3 passes the mobile telephone network 2 and its coupling means to a switching unit 6a or 2a in a server "S", which switches the call “(A)” to a telephonist T chosen in accordance with "(B)” and to a telephonist- associated mobile telephone apparatus 4, via the control unit 6b.
  • the telephonist switchboard unit 6c presents on its display surface or screen 6c ' the information stored in the control unit 6b and in a unit 6e applicable to the telephone extension 5 concerned.
  • the telephonist T answers the call, and if the extension 5 is free allows the call "(C)" to be switched in the system 2 to the telephone apparatus 5, with the aid of the unit 6a.
  • the call is inputted to the unit 6a and can be terminated in said unit or in the system 2, although it can be switched primarily to the telephone apparatus 4 of the telephonist while, at the same time, the unit 6c is activated via the IP network 9, e.g. the "Internet" 9 ' .
  • connections 8a, 8b and 8c may conveniently consist of wireless connections via the IP network 9, at least in the case of connections 8a and 8b.
  • the extension apparatus 5 may be in radio connection with a base station (TRX; Transceiver).
  • TRX base station
  • a number of such base stations (TRX) are co-ordinated with a switching centre BSC (Base Station Controller), and a number of such base station controllers (BSC) are co-ordinated with a mobile services switching centre 2' (MSC).
  • BSC Base Station Controller
  • MSC mobile services switching centre
  • the switching unit 6a or 2a of the unit 6, and the units 6b, 6e, 6d may conveniently be placed and mounted in a mobile services switching centre MSC for the mobile telecommunications system 2.
  • a control unit 6b may also be connected to a plurality of switching units allocated to a respective block "S1", “S2" and/or "S3".
  • he functional parts 6a, 6b are shown to be integrated and mutually coordinated information-wise through the medium of logic connections. In those embodiments most preferred, said functional parts shall be related to the mobile telephone system 2 in the afore described manner, via a connection "(C)".
  • the switching unit 6a or 2a is adapted for direct co-action with the mobile telecommunications system 2 via input and output ports, and the control unit 6b is adapted for indirect co-action with the telephonist switchboard units 6c of a telephonist T.
  • connection 8, 8a, 8b and 8c may, of course, be typically adapted for the transmission of two-way signals carrying data information.
  • the switching unit 6a representing a switching unit for a block "S1", “S2” or “S3", or the switching unit 2a is co-ordinated with all blocks and/or the switching unit 2' is further adapted to initialise and activate a wireless speech-information transfer connection 4a to the telephonist T and his/her telephone apparatus 4.
  • each incoming call to the unit 6a is checked against a memory 6a1 and that if the telephone number of the extension 5 is stored in said memory, this means that information relating to said extension is stored in the interception system including the control unit 6b and the unit 6e.
  • the switching unit 6a activates the control unit 6b, via said channel or connection, such as to allow evaluation of the information stored in the interception system with regard to said extension 5 wherewith this information may then constitute the basis for selected, automatic coupling of the call through the unit 2 or to connect the call to a telephonist T, while using the switching function 2' and 2a.
  • the interception system (including information in the unit 6b and the unit 6c) does not contain any information relating to the extension 5, this is noted in the switching unit 6a or 2a, by virtue of the lack of information in said memory, wherewith the switching unit couples the call directly to the extension 5, via the switching unit 6a or 2a or the switching function 2'.
  • the switching unit 6a or 2a Upon receiving call-forwarding information, from the interception system, the switching unit 6a or 2a functions to initialise forwarding of the call, for example to a telephonist T, via a connection 4a and with the aid of the system-associated switching function 2'.
  • the call from the apparatus 3 is therewith connected to the telephonist T via a radio link or connection 4a adapted for speech connection and speech communication.
  • Such call forwarding stored as software in the unit 6b and in the unit 6e, need not necessarily assign forwarding of a call to the telephonist T, but can assign forwarding of the call to some other connection, to a voice mailbox, or the like.
  • Calls to group numbers belonging to the exchange and related to the switching unit 6a or 2a, such as a call from the calling apparatus 3, will be switched automatically to the control unit 6b and presented to the telephonist T on his/her display surface 6c'.
  • This presentation on the display surface 6c' can be effected with A-number identification, B-number identification, and with a presentation of the content of the software of the interception system in the unit 6b and/or the unit 6e.
  • the telephonist T can confirm a connection via the keyboard 6c", or, alternatively, a through-coupling of a radio-allocated speech connection 4a to the telephonist is initialised.
  • a time circuit in the unit 6b may be activated to link or transfer the call to the switching unit 6a or 2a and connect the call back to the telephonist T.
  • the switching unit 6a or 2a then informs the control unit 6b that a forwarded call has arrived at a given extension mobile telephone.
  • the control unit 6a therewith asks a database and/or the unit 6b or the unit 6e for any information stored therein concerning the mobile telephone 5 concerned and what shall be done with the call.
  • the control unit 6b may therewith instruct the switching unit 6a or 2a, or alternatively also the unit 6e, of the procedure that shall be followed, such as; a. Read up an absent message ("I am at lunch and will return at 1 :00 p.m.”). b. Connect to an available telephonist. c. Connect to a voice mailbox. As will be evident from Figure 3, an information transfer data connection can be established between the control unit 2b and said third unit or switchboard unit 6c via the "Internet" 9'.
  • the exchange switchboard unit 6c may have the form of a PC unit that includes coupling functions for connection to the "Internet” 9', and also a keyboard 6c" and a display surface 6c', where said units 6b and 6e can be controlled via the keyboard 6c", and where selected parts of the content of said unit 6b or said unit 6e can be displayed on the display surface 6c'.
  • All exchange-associated extensions 5, 5a, 5b may be co-ordinated in a service provided by an operator for a commonly used mobile telecommunications system, or may be co-ordinated in the unit 6.
  • a branch office that comprises one of several available branch offices that are separated geographically from the co-ordination of mobile telephone apparatus 5, 5a, 5b may be connected from the exchange switchboard unit 6c via an established "Internet" connection 9', as shown in Figure 1.
  • the telephonist switchboard unit 6c and the telephonist-allocated mobile telephone apparatus 4 shall be co-ordinated locally, so that in the event of a call to the apparatus 4, the telephonist T will be able to quickly reach the proximity of the telephonist switchboard unit 6c, in the form of the PC unit, and therewith give the calling party any information stored in the unit 6b or the unit 6e, or to enter into the unit 6b and 6a, via the keyboard 6c' information for controlling the switching unit 6a or 2a in a manner to connect the incoming call to the extension in question.
  • Figure 4 is a block diagram illustrating a telephonist categorising system 20, which co-acts with the unit 6e and which requires access to a plurality of telephonists Ta, Tb and Tc, such as telephonists co-ordinated in one and the same telephonist position T1 or telephonists co-ordinated in one or more telephonist positions.
  • the system 20 requires a plurality of different telephonist sites or places to be stored in the memories 21 , 21 a, 21 b.
  • telephonist positions 21 , 21a, 21b or T, T1 , T2 or T3 are also supplemented with data concerning the ability and suitability of respective telephonists Ta, Tb and Tc assigned to said telephonist position to answer an incoming call.
  • the telephonist Ta shall be noted as being suitable to handle primarily calls to a chosen group number and that he/she shall be the primary choice in handling calls from a given country and in a given language.
  • telephonists Tb and Tc these are noted in respect of corresponding categories, which may be purely individual and/or co-ordinated in the sense that the same tasks can be assigned to several telephonists.
  • a call-criterion evaluating unit 22, 22a, 22b and a control unit 23, which allows a call to be forwarded to a selected telephonist on the basis of relevant call criterion.
  • the memories 21 , 21 a, 21b have stored therein the number of telephonist positions available and the respective telephonists Ta, Tb and Tc that are assigned to said places and that have an extension number or the like assigned to the mobile telephone apparatus 4, and other individual-related and categorising data.
  • the pronounced knowledge of the country and/or the company products possessed by respective telephonists shall also be noted, in addition to their expertise in given foreign languages.
  • the A-number identification of an incoming call in the unit 22 shall thus constitute an initial criterion for the selection of an available telephonist.
  • the criteria of a call incoming on a line 22' is analysed in the unit 22 (or in the unit 22a or the unit 22b when the unit 22 is engaged), where the category allocation, such as A-number identification for the choice of language, the A- number identification for the choice of customer, the A-number identification for the choice of group number, is transferred to a unit 24, which also has access to the content of the memories 21 , 21a, 21 b.
  • the control unit 23 chooses the best suited telephonist, for instance the telephonist Ta, with the aid of unit 25, and, via the control unit 23, connects the call on line 22' to the telephonist Ta via the line 23'.
  • Respective control units 23 and 24 are adapted primarily to select the best suited telephonist first and then select the next best suited telephonist should the first telephonist be engaged, and so on.
  • the control unit 23 is adapted to choose primarily the most suited telephonist on that occasion and when this telephonist is engaged to wait for a predetermined length of time (t) for the telephonist to be free, and to connect the call to a suitable free telephonist, for instance the telephonist Tb, at the end of said predetermined time period if said first telephonist is still engaged.
  • the invention requires said second unit (6b) to include a block-allocated and/or server-allocated processor unit with associated memories and a first software setup 6b1 , for implementing a few chosen exchange-related functions.
  • the second unit 6b shall include or co-act with a second software setup 6e1 , so as to enable implementation of further selected exchange-related functions.
  • At least the second software setup 6e1 shall be placed centrally in the mobile telecommunications system 2.
  • the second software setup 6e1 is adapted to control a telephonist- categorising system 20 according to Figure 4.
  • the second software setup 6e1 is also adapted to provide a "Gateway" to an IP network 9, such as the "Internet” 9', via the unit 6b.
  • the second software setup 6e1 also functions to provide security management 30, for instance via a standard SSL protocol.
  • the second software setup 6e1 can be designed to enable a telephonist to log-on and log-off, as indicated at 31.
  • the second software setup 6e1 also functions to enable load or engagement
  • Said second software setup 6e1 also functions to create a queue or line order 33.
  • the second software setup 6e1 is also adapted to co-act with a web server 6d.
  • the web server 6d co-acts, via a "Firewall" 7, with an IP network 9 for the transfer of information between a unit 6e that is allocated telephonist switchboard functions and, primarily, said second software setup 6e1.
  • the first software setup 6b1 and the second software setup 6e1 mutually co- act through the medium of a logic correction 8c.
  • GSM Global System for Mobile communications
  • GPRS Global System for Mobile communications
  • EDGE UMTS
  • G2 and G2.5 respectively can be used as the mobile telecommunications system.
  • the practical embodiments of the unit 6e shall be considered as additional software 6e1 to the software 6b1 in unit 6b, with the requisite co-ordinating protocol.
  • the unit 6d can be considered as software for adaptation to the "Internet" 9'.
  • the term "telephonist” can be considered to represent an agent, a sales person, or some other user-orientated person.

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Mobile Radio Communication Systems (AREA)
  • Sub-Exchange Stations And Push- Button Telephones (AREA)
  • Telephonic Communication Services (AREA)

Abstract

La présente invention se rapporte à un agencement (1) servant de central téléphonique privé (PABX), dans lequel chaque poste de central parmi un certain nombre de postes de central se voit attribuer son propre appareil téléphonique mobile (4, 5), lequel peut être relié à un système de télécommunication mobile (2) par communication radio, un standardiste (T) étant assigné à au moins l'un desdits appareils téléphoniques mobiles (4). Ledit agencement comprend également une première unité (6a ou 2a), qui est raccordée ou reliée audit système de télécommunication mobile (2), et qui peut lancer et/ou mettre en oeuvre une ou plusieurs des fonctions de commutation qui sont normalement assignées à un PABX. L'agencement comporte également une deuxième unité (6b), qui est coordonnée avec ladite première unité (6e) et adaptée pour mettre en oeuvre une ou plusieurs fonctions de commande ou de vérification, ainsi qu'une troisième unité (6c), qui est adaptée pour mettre en oeuvre une ou plusieurs fonctions associées au central. Un serveur (« S ») placé de manière centrale, qui comprend un certain nombre d'unités (« S1 », « S2 », « S3 »), est adapté de manière à desservir une pluralité d'emplacements de standardistes (T1, T2, T3), et communique avec lesdits emplacements de standardistes par l'intermédiaire de la connexion IP (8, 9), afin d'assurer la communication des données.
PCT/SE2003/001256 2002-08-30 2003-08-07 Agencement servant de central telephonique prive (pabx) WO2004021689A1 (fr)

Priority Applications (2)

Application Number Priority Date Filing Date Title
EP03791512A EP1540932A1 (fr) 2002-08-30 2003-08-07 Agencement servant de central telephonique prive (pabx)
AU2003251263A AU2003251263A1 (en) 2002-08-30 2003-08-07 An arrangement functioning as a private automatic branch exchange

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
SE0202557-5 2002-08-30
SE0202557A SE524805C2 (sv) 2002-08-30 2002-08-30 Ett som en abonnentväxel tjänande arrangemang

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WO2004021689A1 true WO2004021689A1 (fr) 2004-03-11

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EP (1) EP1540932A1 (fr)
AU (1) AU2003251263A1 (fr)
SE (1) SE524805C2 (fr)
WO (1) WO2004021689A1 (fr)

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CN100488221C (zh) * 2006-03-30 2009-05-13 华为技术有限公司 一种实现pbx/pabx业务的系统及方法

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SE0202557L (sv) 2004-03-01
EP1540932A1 (fr) 2005-06-15
AU2003251263A1 (en) 2004-03-19
SE0202557D0 (sv) 2002-08-30
SE524805C2 (sv) 2004-10-05

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