CN1115932A - 智能呼叫等待 - Google Patents
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- CN1115932A CN1115932A CN95107783A CN95107783A CN1115932A CN 1115932 A CN1115932 A CN 1115932A CN 95107783 A CN95107783 A CN 95107783A CN 95107783 A CN95107783 A CN 95107783A CN 1115932 A CN1115932 A CN 1115932A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q3/00—Selecting arrangements
- H04Q3/0016—Arrangements providing connection between exchanges
- H04Q3/0029—Provisions for intelligent networking
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- 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
- H04M3/428—Arrangements for placing incoming calls on hold
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- 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
- H04M3/428—Arrangements for placing incoming calls on hold
- H04M3/4288—Notifying a called subscriber of an incoming call during an ongoing call, e.g. Call Waiting
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- 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
- H04M3/436—Arrangements for screening incoming calls, i.e. evaluating the characteristics of a call before deciding whether to answer it
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/57—Arrangements for indicating or recording the number of the calling subscriber at the called subscriber's set
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2242/00—Special services or facilities
- H04M2242/22—Automatic class or number identification arrangements
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- 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
- H04M3/42042—Notifying the called party of information on the calling party
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- 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
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13256—Call screening
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13532—Indexing scheme relating to selecting arrangements in general and for multiplex systems mobile networks
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13541—Indexing scheme relating to selecting arrangements in general and for multiplex systems routing
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q3/00—Selecting arrangements
- H04Q3/72—Finding out and indicating number of calling subscriber
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- Computer Networks & Wireless Communication (AREA)
- Telephonic Communication Services (AREA)
Abstract
(本文)公开的方法和设备用于被叫忙时,利用主叫身份信息和呼叫重要性来控制向被叫发送呼叫等待信号。在确定被叫正在通话时,从主叫获得其身份的信息。处理此信息来确定呼叫路由方案,特别是是否发送一个呼叫等待信号,如果发送,发送何种类型的呼叫等待信号。被叫可以根据呼叫等待信号确定主叫身分的信息,以确定是否中断正在进行的通话而响应此呼叫等待信号。
Description
此项发明涉及电信业务。更确切地讲,是用于当被叫方正在通话时,处理呼叫并提供呼叫等待信号的改进方法。
在此技术领域中,用于电话业务的呼叫等待功能已为(我们)所熟悉。呼叫等待能使正在通话的一方了解到又有一来话呼叫并给被叫方提供中断正在进行的通话而接通此来话呼叫的机会。目前所采用的呼叫等待功能是向被叫方发送一个预置单音以表示呼叫正在等待。虽然呼叫等待功能非常有用,它能使被叫方中断不太重要的电话呼叫便于接通紧急和重要呼叫,但同时呼叫等待业务的用户有可能被不必要的呼叫所打扰。用户可能会感到呼叫等待影响其通话保密性及重要的通话被不必要的呼叫中断。被叫方认为此等待呼叫有可能是重要呼叫而不得不接受此呼叫。
已经提出几种呼叫等待方式来减少由于担心丢失重要呼叫而应答等待呼叫所带来的问题。尤其是,把几种主叫识别技术结合到呼叫等待中给被叫方一个主叫身份指示。得到主叫身份后,被叫方可以决定是否中断正在进行的通话而应答来话呼叫。然而,这些主叫识别技术经常需要专用电话设备,如综合业务数字网(ISDN)话机或根据主叫自动号码标识符(ANI)规定主叫身份的专用数据库。
按照此发明采用主叫身份的信息或呼叫的重要性来控制向被叫方发送呼叫等待信号以克服现有技术中存在的问题。在确定被叫正在通话时,从主叫沿获得其身份的信息,对此信息进行处理来确定呼叫路由方案,尤其是用于此呼叫的呼叫等待信令。被叫方可以从呼叫等待信令中确定主叫方的信息,从而确定是否中断正在进行的通话去应答呼叫等待信号。
在此发明的一个典型实施例中,利用主叫方身份的信息提供一个不同的呼叫等待信号来识别主叫作为一个特定的个人或一个特定组中的一个成员。在另一个典型实施例中,根据主叫方身份的信息来控制是否向被叫方发送或抑制呼叫等待信号。
在图中:
图1是一个简单的网络方框图,包括适用于当前发明的智能网络单元。
提供一个呼叫等待信号给正在通话的被叫方以表示有另一个来话呼叫在等待。按照此发明,所提供的呼叫等待业务是一个“智能”业务。这里,提供给被叫方的呼叫等待信号被改进为能够传送主叫方身份的信息或根据主叫身份抑制呼叫等待信号。如果当线路正忙时主叫进行呼叫,网络将从主叫方获得其信息,根据数据库中规定的被叫呼叫等待业务指令处理此信息,然后向被叫发送不同的信号。这样,被叫方从不同的呼叫等待信号中得到主叫身份的信息,从而能更好地确认是否中断当前通话去应答等待呼叫。
从高层次来看,根据此发明,呼叫处理包括三个不同的阶段。(1)收集主叫信息,(2)根据被叫方预定的呼叫等待业务处理所收集的信息来确定如何处理此呼叫,(3)执行呼叫处理指令向被叫方发送适当的呼叫等待信号或抑制呼叫等待信号(向正在等待的主叫方发送忙音)。以下用图示分别描述这三个阶段的实现过程,但本领域技术人员将可以在此发明的原则基础上,对这些实现过程进行其他更改和不同的组合。
在信息收集阶段,网络收集主叫身份,主叫认为呼叫重要性、主叫号码等有关信息。当收集主叫身份的信息后,网络可以要求主叫输入一个人识别符,如:用双音多频(DTMF)表示的个人识别号码(PIN)或网络采用语音识别技术识别的口头标识符。另外,网络可以收集话音样本并使用众所周知的话音识别技术来确定主叫身份。当收集主叫认为呼叫重要性的信息时,网络发送通知音表示被叫正在通话,要求主叫表示其呼叫的重要性或优先级。例如,主叫可以表示这个呼叫非常重要,被叫应立即接受或主叫认为此呼叫并不重要而无需被叫立即接受。网络利用主叫对呼叫重要性的评估,结合被叫处理特定重要呼叫的指令来确定进一步进行呼叫处理的指令。当收集主叫号码信息时,网络可以通过呼叫建立过程中所接受的消息,捕获到主叫的ANI或ANI的一部分信息。
收集到主叫或呼叫重要性的信息后,网络根据被叫方(即具有智能呼叫等待业务的用户)的指令处理该呼叫。根据主叫身份或呼叫重要性,被叫方可以选择:(1)完全抑制呼叫等待信号,(2)提供一个不同的呼叫等待信号来识别主叫作为一个特定的个人或一个特定组中的一个成员(例如,一组有权使用被叫规定的PIN),(3)提供一个不同的呼叫等待信号来识别此呼叫是从一个特定的话机发出的呼叫或是从一组预选话机中的一个话机发出的呼叫,或(4)把此呼叫送到语音消息中心得到主叫已在留音的通知音。在后面的实施例中,网络可以向被叫方发送一个预置的呼叫等待信号表示已留言的主叫身份。
一旦确定要发送呼叫等待信号,网络便进一步确定发送信号的类型并发出一个适当的信号。(我们)已经了解这里所采用的呼叫等待音或信号可以是一个按不同形式重复的单音信号、不同频率的多音信号、或两种方式的组合音信号。另外,这个信号可以是指示主叫身份的语音通知或识别等待呼叫的话机号码。再者,在可视电话呼叫中,呼叫等待信号可以是一个根据主叫输入的PIN或始发的ANI的不同而变化的画面。这个画面可以是一张脸、一个点或几个点,不同的形状、不同的颜色和阴影、闪烁的形状、或以上各种组合。
在描述实现此发明的典型网络结构之前,有必要一般性地描述用于实现此发明的智能网络关键单元。(本文)公开的适用于实现此发明的智能网络***是AT&T公司著名的,商用化的A-I-NetTM高级智能网络系列产品。
智能网络结构在现有的电信***的基础上增加一个网络单元模块结构,可提供增强的电信服务。交换功能由基本网络以普通方式来实现。智能网包括一个业务交换点(SSP),一个业务控制点(SCP)和一个业务管理***(SMS)。智能网还可以包括一个智能处理器。本领域技术人员应理解此智能网络单元可以被本地交换机公司(LEC)、局间交换机公司(IXC),或两者同时拥有和控制。
SSP是一个交换机用于识别业务请求,请求从SCP来的呼叫处理指令,然后执行这些指令去完成一个电话呼叫。SSP提供智能网络“触发”,即要求SSP通过向SCP发送一个查询信号来启动智能网络业务的检测一个条件。网络采用此“触发”去识别业务要求。如以下所述,此发明的智能呼叫等待业务有自己的“触发模型”或一套数据来指定此业务进入智能网功能的唯一入口点。SSP也定义和向SCP发送请求并且处理从SCP来的应答和请求。SSP产生和传送由业务提供者(如,本地交换机或局间交换机公司)所定义的智能网络通知音并把事件消息(如忙音或无应答信号)传送到SCP。所说明的SSP是一个AT&T 5ESS交换机。它配备AT&T的A-I-NetTM智能软件来提供SSP功能。
SCP是一个智能网络单元。它用来存储由SSP执行的呼叫控制和呼叫路由指令。SCP接收从SSP发来的请求并确定目的电话号码。SCP接收和处理从SSP来的事件消息,定义并发送响应到SSP。SCP处理计费和统计信息。例如主叫号码、所拨叫智能网络号码,振铃音或呼叫等待信号的类型和持续时间以及其他呼叫参数。SCP通过与SMS接口接收从SMS来的用于控制业务和业务特性的命令。所说的SCP是AT&T的A-I-NetTMSCP。
SMS是一个管理、保障***。它作为一个智能网络业务管理平台。SMS定义并向SCP发送命令来控制业务及业务特性。所说明的SMS是AT&T的A-I-NetTM业务管理***。
智能处理器提供特殊的功能。如语音识别(识别口语字词)和话音识别(识别特定讲话人的声音)能力。智能处理器也可以实现可视信号发生器或可视信号数据库的功能,应用于为可视电话呼叫提供呼叫等待图象信号。智能处理器的这些功能可以在一个独立的网络单元中实现。也可以通过多媒体SCP来实现。由智能处理器提供的业务可以包括,如:话音数字拨号、姓名拨号、鉴别个人身份的话音识别。适用于此发明的智能处理器在智能网络***技术领域中为(我们)所熟悉。
智能呼叫处理中,特别值得注意的一个方面是“触发”这个概念。触发是由一个交换机(如一个SSP)确定向SCP发送一个查询消息请求呼叫处理指令的过程。一个触发是一个事件的发生和满中某一条件时向SCP发送一个消息。触发器可以是发端触发器、呼叫中触发器、或受端触发器。发端触发器的例子是立即摘机和摘机延迟触发及定制拨号方案触发。一个呼叫中触发器的例子是忙时状态。一个受端触发器的例子是振铃、但无人应答状态。在当前发明中实现智能呼叫等待方法的更为有用的触发器之一是呼叫中遇忙触发器。
一般性地描述主要智能网络单元功能之后,参照图1,现描述按照此发明实现呼叫等待的典型网络结构。为说明目的假定图中所示,话机10作为被叫正在与话机12通话。此时,对于话机10有一个从话机14发出的来话呼叫。话机10和话机12间的通话是从话机12到LEC交换机16,并通过LEC交换机18路由到在话机10的被叫方。话机14发出的呼叫到LEC交换机20并通过IXC交换机22路由连接到LEC交换机18。
LEC交换机18已具备提供以上所述SSP功能。当从话机14发出的呼叫到达LEC交换机18时,此交换机试图将此呼叫接通到话机10。交换机18检测到话机10正在通话后,产生一个忙时呼叫中触发。即,正在通话的话机10触发交换机18向SCP24查询呼叫处理指令。24号SCP从交换机18接收询问和目的电话号码(即话机10的ANI)并根据话机10预置或预定的呼叫等待业务存取用于呼叫处理指令的数据库。
此发明的一个典型实施例中,SCP24通过本领域所熟悉的适当消息传送指示交换机18收集从作为主叫的话机14来的信息。SCP24通知交换机18向主叫传送适当的通知音并期望从主叫得到附加输入信息(如,数字式话音命令),交换机18向主叫传送一个请求主叫的PIN并收集其发出的号码的通知音。交换机18向SCP24发送这些号码,根据主叫提供的信息确定适当的呼叫处理。举例来讲,它有可能向话机10发送一个特定呼叫等待信号,把主叫话音传送到话音消息***,然后向10号话机指示主叫正在留言,或抑制呼中等待信号并通知主叫此时不能接受此呼叫。SCP24通过一个SMS(图中未标出)已具备提供呼叫处理指令。交换机18执行由SCP24提供的指令。当然,本领域技术人员应理解交换机18还可以实现其他功能,如处理呼叫计费记录,此功能超出此发明范围而无需说明。
交换机18可以使用智能处理器26执行一个或多种特定的功能来与作为主叫话机14连接。例如,如果SCP24指示交换机18收集主叫的话音特征来判定主叫的身份。在一些情况下,交换机18将采用智能处理器26来收集和分析主叫话音特征。智能处理器26便根据这个声音特征向交换机18回送表示主叫身份的信息,然后交换机18再把此信息提供给SCP24作为进一步呼叫处理指令。
本发明的另一个典型实施例中,智能处理器26提供可视信号生成能力,用于处理可视电话或多媒体呼叫。当作为主叫的话机14向话机10发送一个可视呼叫,交换机18同样又检测到话机10正在通话,并向SCP24查询呼叫处理指令。交换机18可以向SCP24传送一个表示此呼叫是可视呼叫的指示。以及忙时状态指示和目的号码。交换机18和SCP24如以上所述处理此呼叫,但可以向话机14提供一个可视呼叫等待信号。在这种情况下,SCP24向交换机18规定所提供可视呼叫等待信号的类型,交换机18从智能处理器26请求适当的可视信号。智能处理器26便向话机14发送一个可视呼叫等待信号。
本领域技术人员可以在此发明范围基础上对网络进行各种修改。例如,话机10与话机12、话机10与话机14间的呼叫可以通过其他网络单元建立路由连接,如附加IXC交换机。同样,此发明的智能呼叫等待业务可提供与移动电话间的呼叫。例如,蜂窝电话、或通过有线电视设备。例如,连接在一个商用的移动电话交换机30上的移动电话28所发出的呼叫通过交换机20和22路由连接到交换机18,其呼叫处理过程如上所述。
Claims (16)
1.处理从主叫通信站到被叫通信站的呼叫的方法,包括如下步骤:
确定在第二个呼叫到达时,被叫是否正在通话;
当被叫通信站忙时,从主叫通信站获得其身份信息;
向被叫发送站从多种预置的呼叫等待信号中选择的一种呼叫等待信号,此信号是依照主叫身份信息来选择的。
2.权利要求1所述的方法中,其中个人识别符对应于多种呼叫等待信号中的一种用来识别主叫。
3.权利要求1所述的方法中,当在主叫通信站没有输入个人标识符时,向被叫发送第一种呼叫等待信号,当在主叫通信站输入一个预定的个人标识符时,向被叫发送一个不同的呼叫等待信号。
4.权利要求1所述的方法,其中呼叫等待信号是从一组呼叫等待信号中选择出来的,这些呼叫等待信号由不同频率单音和一个按不同方式重复的预置的单音组成。
5.权利要求1所述的方法,其中信息包括主叫已记录了提供给被叫的消息的指示。
6.权利要求5所述的方法,其中所述呼叫信息进一步包括主叫身份。
7.权利要求1所述的方法,其中所述呼叫包括一个可视电话呼叫。
8.权利要求7所述的方法,其中所述呼叫等待信号包括可视符号。
9.权利要求8所述的方法,其中所述可视符号包括主叫的图象。
10.处理从主叫通信站向被叫通信站发出呼叫的方法,包括如下步骤:
当被叫站正在通话时,从主叫方获得包括主叫方身份信息的个人标识符;
向被叫站传送从多种呼叫等待信号中选择的一种信号,此信号向被叫站传送主叫方身份的信息。
11.处理从主叫通信站到被叫通信站的呼叫的方法,包括如下步骤:
确定第二个呼叫到达时,被叫是否正在通话;
当被叫通信站忙时,获得识别主叫通信站的信息;
向被叫站发送一个呼叫等待信号,此信号是依照主叫通信站身份信息来选择的。
12.权利要求11所述的方法,其中识别主叫通信站的信息包括一个主叫通信站的自动号码标识符(ANI)。
13.处理从在第一通信站的主叫方向在第二通信站的被叫方发出呼叫的方法,包括如下步骤:
确定另一个呼叫到达时,第二个通信站是否正在通话;
当第二个通信站忙时,获得主叫方信息;
依照主叫方信息抑制向第二通信站的被叫方发送呼叫等待信号。
14.处理从呼叫通信站的主叫方向被叫通信站的被呼方发出呼叫的方法,包括如下步骤:
确定第二个呼叫到达时,被叫站是否正在通话;
当被叫通信站忙时,获得呼叫重要性的信息;
依照呼叫重要性的信息选择呼叫等待信号发送给被叫站。
15.权利要求14所述的方法,其中呼叫重要性的信息包括主叫认为呼叫重要性的指示。
16.处理从主叫通信站到被叫通信站的呼叫的方法,包括如下步骤:
确定当第二个呼叫到达时,被叫站是否正在通话;
当被叫通信站忙时,从在主叫通信站的主叫方获得其身份的信息,此信息包括个人标识符;
依照主叫身份信息选择呼叫等待信号发送给被叫站。
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CN95107783A Pending CN1115932A (zh) | 1994-07-01 | 1995-06-28 | 智能呼叫等待 |
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EP (1) | EP0692901A3 (zh) |
JP (1) | JPH0832686A (zh) |
CN (1) | CN1115932A (zh) |
CA (1) | CA2148023C (zh) |
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CN103813031A (zh) * | 2014-02-18 | 2014-05-21 | 北京智谷睿拓技术服务有限公司 | 呼叫处理方法及装置 |
WO2015124048A1 (en) * | 2014-02-18 | 2015-08-27 | Beijing Zhigu Rui Tuo Tech Co., Ltd | Call processing method and apparatus |
US9917948B2 (en) | 2014-02-18 | 2018-03-13 | Beijing Zhigu Rui Tuo Tech Co., Ltd | Call processing method and apparatus |
CN103813031B (zh) * | 2014-02-18 | 2018-09-04 | 北京智谷睿拓技术服务有限公司 | 呼叫处理方法及装置 |
CN105792157A (zh) * | 2016-04-25 | 2016-07-20 | 努比亚技术有限公司 | 一种呼叫处理方法及第一移动终端 |
CN105792157B (zh) * | 2016-04-25 | 2019-04-30 | 努比亚技术有限公司 | 一种呼叫处理方法及第一移动终端 |
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EP0692901A3 (en) | 1998-09-02 |
EP0692901A2 (en) | 1996-01-17 |
US5636269A (en) | 1997-06-03 |
CA2148023A1 (en) | 1996-01-02 |
JPH0832686A (ja) | 1996-02-02 |
CA2148023C (en) | 1999-01-19 |
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