Telephonic communications – Plural exchange network or interconnection – With interexchange network routing
Reexamination Certificate
1998-12-11
2001-12-04
Matar, Ahmad (Department: 2742)
Telephonic communications
Plural exchange network or interconnection
With interexchange network routing
C379S088190, C379S088210, C379S093030, C379S093230, C379S142010, C379S142060, C379S207130, C379S207150, C379S221090, C379S221120
Reexamination Certificate
active
06327359
ABSTRACT:
BACKGROUND OF THE INVENTION
1. Technical Field
The present invention relates to a method for providing personal information to Computer Telephony Integration destination terminals in a telecommunication system. More particularly, the present invention directs an information provision method and computer readable medium for performing such a method, which can provide to the CTI destination terminals with originating subscriber's information comprised of calling line identification and personal information, by adding the personal information to the routing process for the destination subscribers in an intelligent network structured communication system.
2. Description of the Related Arts
Computer Telephony Integration (CTI) is a dynamic link between callers and information systems, and combines the speed and intelligence of a computer with the ease of use and access of a telephone. With the rapid progress of the CTI technology, call centers can provide larger information such as after-sales service data of electronic products, insurance information of an insurance company, and reservation and/or scheduling information of an aviation company, more rapidly in higher volume and in lower cost, to customers who make calls. The call center (also called destination terminals) is centralized facility that handles a myriad of inbound (incoming) and/or outbound (outgoing) telephone calls in a methodical and organized manner.
The existing CTI technology, however, uses only calling line identification (CLI), and is implemented by making use of terminal equipments such as computers and Private Branch exchange (PBX). With this structure, because the personal information of the caller is managed by the CTI enabled computer terminal according the CLI, information of the same customer should be managed separately in each of the terminal equipments, which results in a problem of redundant and duplicated management. Moreover, since the conventional CTI uses the PBX technology, the terminals of the call centers are limited in territorial coverage.
In the traditional CTI technology, the caller (or originating subscriber) information obtained from the calling line identification is used to identify a specific personal information which is appeared on the call center (i.e., destination terminal). This prior art requires large-scaled computer system and higher cost in maintaining and supervising the customer information, since the customer information is separately managed and processed by each of the call centers (destination terminals). Moreover, since the conventional CTI technology uses the PBX applications, personnel needed for the call center must work in a limited area.
SUMMARY OF THE INVENTION
To overcome the above mentioned problems of the prior art, the present invention provides a method for providing personal information which can overcome the duplication and redundancy of personal information and regional limitation and computer readable medium for implementing the method, wherein caller(originating) call subscriber information comprised of calling line identification (CLI) and the personal information is passed to CTI call centers (destination terminals) by adding the personal information of those who makes the caller (originating) outgoing call to the routing process (number translation) function for the incoming call subscriber information of Intelligent Network in a communication system.
According to one aspect of the present invention, a method for providing personal information comprises the steps of: building a CTI information database, a personal information database, and a destination information database in a SCP, to provide the personal information to CTI destination terminals in an intelligent network; transferring, by a SSP, a CLI and a DN to the SCP when an originating subscriber dials, retrieving a personal information and a destination information from said databases, and transferring the CLI and the retrieved personal information and destination information to the SSP; and providing, by the SSP, the CLI and the personal information to the destination terminals.
According to another aspect of the present invention, computer-readable medium has a program recorded thereon, where the program is to make a telecommunication system comprising high capability processor execute procedures of: building a CTI information database, an personal information database, and a destination information database in a SCP, to provide the personal information to CTI destination terminals in an intelligent network; transferring, by a SSP, a CLI and a DN to the SCP when an originating subscriber dials, retrieving a personal information and a destination information from said databases, and transferring the CLI and the retrieved personal information and destination information to the SSP; and providing, by the SSP, the CLI and the personal information to the destination terminals.
These and other characteristics of the present invention are more fully shown and described in the drawings and detailed description of this invention. It is to be understood, however, that the description and drawings are for the purpose of illustration and should not be read in a manner that would unduly limit the scope of this invention.
REFERENCES:
patent: 5715307 (1998-02-01), Zazzera
patent: 5751795 (1998-05-01), Hassler et al.
patent: 5793852 (1998-08-01), Kang et al.
patent: 5852657 (1998-12-01), Malik et al.
patent: 5903636 (1999-05-01), Malik
patent: 5982866 (1999-11-01), Kowalski
patent: 6101246 (2000-08-01), Heinmiller et al.
patent: 6178232 (2001-01-01), Latter et al.
Bae Seong Yong
Cho Se Hyeong
Jun Kyung Pyo
Kang Tae Gyu
Antonelli Terry Stout & Kraus LLP
Bui Bing
Electronics and Telecommunications Research Institute
Matar Ahmad
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