Switching system with separate control connection to remote branch exchanges

The invention relates to a switching system in telecommunications for switching incoming and / or outgoing calls with one or more private branch exchanges, comprising at least one input channel and at least one output channel that can be connected to a private branch exchange, the output channel providing both a voice connection and a control connection.

Switching systems, in particular call centers, have long been known in the prior art. Call centers are used in companies, in banking and insurance, in support and in many other areas where telephone support, advice or sales are possible. Call centers act as the first

Contact point for inquiries, information, orders, etc. for one or more companies. In the

Several companies are usually looked after by one call center. For example, the call center takes over all callers to an information hotline. The majority of the callers' questions can already be answered by employees in the call center. In addition to the advantage that almost all customer requests can usually be met directly in the call center, call centers provide information about the forwarding of incoming calls to special contact persons or Employees of the company have significant disadvantages. Thus, once a call is transferred, it is beyond the control of the call center. Furthermore, it is only possible to connect calls further. The call center employees have no overview or control over which extensions are free or busy. Overall, no functions of conventional telephone systems are available. The individual places in the call center, the call center places, are not part of the company or integrated in their telephone system, to which there is only a voice connection via PSTN.

These additional performance features have so far only been accessible for telephone exchanges within telephone systems or private branch exchanges. So far telephone exchanges have always been located within the company or the company and a special switchboard must be set up for this. However, the telephone exchange is the company's calling card and should therefore be staffed by well-trained employees. It is often difficult for companies to get suitably well-trained employees. Furthermore, the placement service should always be available at least during business hours, which is why vacation times regularly lead to difficulties. One solution to this personnel problem are outsourced switching centers. Up to now, however, this has been technically difficult to achieve. A call center can accept calls for a company and also connect them to the desired subscriber, but there are the disadvantages mentioned above. In particular, it is no longer possible to control the call as soon as it is connected. Furthermore, it is not possible to intrude a call to a busy subscriber or to retrieve the call.

WO 98/31130 A describes an intelligent call center network system in which several call centers each contain a switching matrix that is connected via a CTI link to a CTI server, which in turn is connected to a routing server. The routing server enables incoming calls to a call center to be forwarded to another call center that appears best suited for the respective purpose. Access to several private branch exchanges via a single call center is not shown.

In another system, which is described in WO 98/01987 A, a network call center and several customer call centers are each connected to one another via a data line. The customer call center, which includes a local private branch exchange, is connected to the network via a telephone line -Call center connected and the attendant consoles of this local

PBXs can access the call center functionality of the network call center via the data line. Conversely, however, the functionality of the local PBX cannot be accessed from the network call center. On page 8, lines 10 to 13 of this document there is talk of network switching matrices from different manufacturers

AT 414 068 Β to be able to use a suitable choice of the CTI server, but this applies to the central one

Switching matrix and not for the local PBXs.

No manual call center function or extensions within the meaning of the invention are also included in

The system of EP 802 665 A2 is given, which therefore represents a more distant state of the art.

US Pat. No. 6,181,788 B1 specifies a uniform control of mixed telephone platforms, with CTI processors of different switching networks being connected to one another via CTI links, which differ from the telephone connections of the individual platforms. Access to extension functions via CTI links is not shown in this document.

The object of the present invention is to present a switching system of the type mentioned at the outset which eliminates the disadvantages described and, among other things, allows CallCenters to also take over the operator functions of the private branch exchanges of the companies being looked after. It is a further object of the invention to present a switching system that can centrally take over the switching function of one or more private branch exchanges and thus allows individual companies to outsource their switching services. Finally, it is an object of the invention to present a switching system that can provide this switching function for private branch exchanges of different designs.

According to the invention, this is achieved in that the control connection enables direct access to the operator-relevant PBX functionality of the auxiliary telephone system connected via the output channel. In this way, in addition to the known forwarding of the calls, control information can be transmitted from or to the private branch exchange. The PBX functionality of several different private branch exchanges is accessed from a single call center, which enables complete integration into the existing telephone systems of various customers.

According to a further variant of the invention it can be provided that the control connection takes place via a CTI link which is designed for a CTI protocol provided by the private branch exchange. In this way, the control connection enables the computerized support of all telephony services of the private branch exchange.

In a further embodiment of the invention, it can be provided that the switching system has an operator station which provides operator functions that allow access to the private branch exchange, in particular the switching of calls to individual extensions of the private branch exchange and consultation or intrusion. The Steuer40 connection or the CTI link ensures that the system has access to the control functions of the private branch exchange. With the system it is thus possible to see whether the desired subscriber is busy or available. This is not possible with conventional call centers. Calls can also be returned if the desired participant does not answer. Furthermore, telephony functions such as callback when busy and

Features of the respective customer telephone system are offered. This means that all switching functions of the respective customer telephone system can also be controlled externally. Ultimately, this makes it possible to relocate the operator station outside of the company and to outsource the task of telephone switching. Thanks to the central switching service in the switching system, a switching station is no longer required in the individual extension systems.

According to another development of the invention it can be provided that the switching system has at least one translation unit which translates the operator functions into the CTI protocol of the respective private branch exchange to be connected. The CTI

Application of the switching system the ability to use a wide variety of private branch exchanges,

AT 414 068 Β in particular to address the private branch exchanges from different manufacturers. Thus, different private branch exchanges and not just private branch exchanges from the same manufacturing company or a company using the same CTI API or protocol can cooperate with the switching system. The switching system can thus act as an outsourced telephone exchange for several customers with different private branch exchanges, with full access to the respective customer telephone system making it possible to use functions such as call back, busy display, conference calls, serial calls or messaging functions in this system. The external attendant console sees the exact status of all extensions and can offer a professional attendant service.

According to a further development of the invention it can be provided that the switching system has several operator stations. In this way, incoming calls can be divided between several operators who work virtually like one operator. This is beneficial for companies with a large number of calls to handle.

According to another variant of the invention it can be provided that the switching system provides call center functions, in particular for dividing the incoming calls to the individual operator stations. These call center functions, known per se, such as ACD or IVR, enable the calls to be distributed optimally and most efficiently to the individual operator workstations, so that callers' waiting times can be minimized overall.

In a further embodiment of the invention it can be provided that the voice connection takes place analogously, in particular via PSTN. This allows the switching system to be used over conventional telephone lines.

According to a further variant of the invention it can be provided that the voice connection takes place digitally, in particular via ISDN. This enables additional digital services to be provided by the switching system.

The invention further relates to a method for switching incoming and / or outgoing calls with at least one private branch exchange, the calls being forwarded to a central switching system which is connected to the private branch exchange via at least one voice connection and at least one control connection, and the switching by the central switching system takes place. The known methods have the disadvantages mentioned above, in particular the disadvantage that switching functions cannot be outsourced. It is the object of the invention to eliminate these disadvantages.

According to the invention, this is achieved in that the control connection enables direct access to the operator-relevant PBX functionality of the auxiliary telephone system connected via the output channel.

This allows the central switching of incoming and outgoing calls.

In a further embodiment of the invention it can be provided that the control connection takes place via a CTI link, which is designed for a CTI protocol provided by the private branch exchange. This enables computer-aided telephony services to be offered.

According to another variant of the invention it can be provided that operator functions are made available by the central switching system, which allow access to the performance features of the private branch exchange, the operator functions by a

Translation unit can be translated into the CTI protocol of the private branch exchange. This enables communication with different private branch exchanges that do not have the same CTI protocol.

According to a further development of the invention it can be provided that the calls by a

AT 414 068 Β

Overload procedures can be forwarded depending on the load either to a local switchboard of the private branch exchange or to the central switching system. With the method according to the invention, local switching places can be dimensioned smaller. Incoming

Calls can then be switched within the private branch exchange through the local switching stations or, if these are not busy or overloaded, they can be forwarded to the central switching system.

The invention is described in more detail with reference to the accompanying drawings, in which particularly preferred exemplary embodiments are shown. It shows:

1 shows the schematic structure of a known call center 5;

2 shows the schematic structure of a known private branch exchange 6;

3 shows the schematic structure of a switching system 15 according to the invention, and FIG. 3a shows a sketch of a further switching system 15 according to the invention.

1 shows the schematic structure of a call center 5. What is essential here is the presence of several input channels 1 and several call center positions 3. Incoming calls are automatically forwarded to call center positions 3 and by specially trained employees , so-called call center agents, are received and processed. In addition, the call center 5 shown has several output channels 2 via which incoming calls can be further connected. In the case of so-called outbound call centers, a correspondingly high number of output channels 2 is of course provided, which are used for direct marketing or for surveys, etc.

As already explained, the call center 5 also makes it possible to put the callers through to an employee of the company concerned if they have very specific questions. This transfer is a normal transfer to the company's private branch exchange 6. Thus, within the framework of known call center solutions, there is no possibility of tracking the further course of the call. In this way, no new query can be sent if the desired participant does not answer. Furthermore, no performance features such as intrusion can be activated.

In the prior art, these additional performance features have so far only been accessible within telephone systems or private branch exchanges 6. Private branch exchanges 6 or PBX are switching devices to which one or more subscriber terminals or extensions 10 are connected via extension lines 8, and which are connected to the public telecommunications network through one or more main connection lines or input / output channels 7 are connected.

2 shows the schematic structure of a typical private branch exchange 6, comprising a plurality of input / output channels 7, which can be connected to the auxiliary units 10 via a switching network 11 and the extension lines 8. The private branch exchange 6 has an exchange 9 in a known manner.

The operator or mediator at the operator station 9 can connect calls to extensions 10 and monitor the status, take calls back if necessary and activate performance features.

Several private branch exchanges 6 can of course be linked together to form a network. In this case, an exchange is assigned to each private branch exchange 6 in a network. This switching itself can of course consist of one or more switching stations 9. The operator can use the call connections of its own private branch exchange

6, i.e. your own node in the network, but not the switching from remote nodes or to other systems. However, it is also disadvantageous in these known solutions that an operator station 9 only looks after one company or private branch exchange 6 at a time

AT 414 068 Β because it is a closed system with proprietary control elements. Any external call centers 5 cannot access the PBX functionality of the private branch exchange 6. There are also networks of private branch exchanges 6 with a central exchange that can access all private branch exchanges 6. However, all of them have to do this

PBXs can use the same protocol.

The proposed solution offers a novel solution to outsource telephone exchanges of companies. In terms of service, the system is comparable to a call center, but offers complete integration into the telephone system or private branch exchange 6 io of its customers. This means that the system is connected to the telephone systems of all of its customers.

3 shows a switching system 15 according to the invention, which enables incoming and / or outgoing calls to be switched with several or different private branch exchanges 6. The switching system 15 usually has a plurality of input channels 1, which can be connected to a plurality of output channels 2 via a switching network 4. The output channels 2 are indicated by an arrow in FIG. 3 and each comprise a channel 2a and a channel 2b. One channel 2a and one channel 2b each correspond to an output channel 2 in FIG 2a provides a voice connection 13 and a control connection 14 via channel 2b.

Of course, it is also possible not to divide the output channel 2 into two channels 2a and 2b - as in FIG

3, but to provide both the voice connection 13 and the control connection 14 via the output channel 2, for example via frequency division.

The voice connection 13 between the switching system 15 and the private branch exchange 6 takes place, for example, in a known manner via a conventional PSTN connection. However, other voice connections 13, in particular via ISDN or via cellular radio, are also possible.

The incoming call on input channel 1 can of course also have been forwarded to this input channel 1 beforehand from another location, in particular from extension 6 itself. Essential in the method according to the invention for switching incoming and / or outgoing calls from or to at least one private branch exchange 6 is that the calls are forwarded to the central switching system 15 and that the switching takes place through the central switching system 15, this with the private branch exchange 6 via at least one voice connection 13 and at least one control connection

14th connected is.

The control connection 14 enables direct access to the PBX functionality of the private branch exchange. In the arrangement shown in FIG. 3, the control connection 14 takes place via a CTI link. For this purpose, the private branch exchange 6 has a CTI module 12 which provides CTI functions via a specific CTI protocol. The switching system 15 accordingly has a CTI server 16 which masters the CTI protocol of the private branch exchange 6. The CTI connection ensures the transmission of the telephony functions.

so Computer Telephony Integration (CTI) is generally about the support of the telephone service by computer technology. The application interface between the private branch exchange and the computer technology is defined by the API, i.e. by a documented software interface with the help of which one program can use the functions of another program. However, other control connections 14 are of course also possible, which for example allow access to the private branch exchange 6 via proprietary protocols

AT 414 068 Β enable.

It is only essential in the method according to the invention that the control connection 14 takes place via a CTI link, which is designed for a CTI protocol provided by the private branch exchange 6.

The control connection 14 makes it possible for the switching system 15 to provide operator functions at the operator station 18 which allow direct access to the private branch exchange 6. For example, it can be observed directly from the operator station 18 whether certain extensions 10 are currently busy, calls can be withdrawn, etc. The operator station 18 can be provided directly in the switching system 15; but it is also possible that the switching system 15 connects to an external

Operator station 18, for example via the Internet. It is only essential that the operator functions for access to the private branch exchange 6 are made available. This can be done, for example, using conventional PC operator software.

In order to be able to communicate with different private branch exchanges 6 or via different CTI protocols, the switching system 15 has several translation units 17 which convert the operator functions into the CTI protocol of the respective one to be connected

PBX 6 translated. The equipment of the system essentially consists of a powerful CTI application, which offers CTI interfaces to several telephone systems. The system's CTI application has the ability to address a wide variety of telephone systems using CTI Link.

In the switching process, the central switching system 15 provides operator functions that allow access to the performance features of the private branch exchange 6, the operator functions being translated by a translation unit 17 into the CTI protocol of the private branch exchange 6.

Thus, the described advantageous embodiment of the switching system 15 according to the invention is characterized in that a central PC operator solution or a central operator station 18 is available in the switching system 15, which enables switching for different private branch exchanges 6. The switching system 15 according to the invention means that no switching stations 9 are necessary or at the level of the private branch exchanges 6. these switching stations 9 can be dimensioned smaller.

The central switching by the central operator station 18 can of course be used both for switching incoming and outgoing calls to connect extensions 10 to the outside.

3a shows a further embodiment of the invention in which several operator stations 18 are provided. In the case of large companies or also in the case of outsourced switching services, this makes it possible to divide the incoming calls to the operator stations 18. The switching system 15 in this case includes its own private branch exchange 6 'and an additional CTI server 16 communicating with it, which translates the CTI protocol of the switching system 15 into the CTI protocols of the various private branch exchanges 6 connected to the switching system 15 with the help of suitable translation units 17.

The switching system 15 shown offers a telephone switching service for four different companies. Each of these companies has its own private branch exchange 6. The switching system 15 connects to the respective customer system by means of CTI Link. The essential element lies in the intelligence of the system's CTI software. This CTI software is on the one hand a regular PC operator solution, but on the other hand it offers CTI links to the CTI protocols of various telephone providers. This enables call control via several nodes (ie

Customers).

AT 414 068 Β

The system thus offers the advantage over known solutions that the calls are still under the control of the exchange even after they have been switched. Calls can be returned to the operator. The system allows full control over the call status of

Extensions 10, the telephone system function being transparently available. The integrated

Functionality is only physically outsourced. There is both a voice connection 13 and a computer telephony connection 14 with the customer PBX. A significant advantage is that no PC operator function has to be implemented in the individual private branch exchanges 6. This function can be taken over by the central, outsourced exchange.

An important area of ​​application of the invention is the appearance of newly acquired companies. For example, a caller can be transferred directly to employees of a recently acquired subsidiary via the central switchboard of a group, with the parent company presenting itself under a single interface. The switching function takes place via the switching system 15 according to the invention, which transparently represents the connection to the private branch exchange 6 of the newly purchased company.

In the switching system 15 shown in FIG. 3a with a plurality of operator stations 18, call center functions such as ACD or IVR are advantageously implemented, which divide the incoming calls to individual operator stations. The Automatic Call Distribution (ACD) system forwards the incoming telephone calls depending on the load and forwards the call to the next free operator station 18, whereby the employee who has been inactive for the longest time usually receives the new telephone request. The Interactive Voice Response (IVR) system enables the customer to pre-structure his concerns so that the call center operators can specialize in certain tasks. The customer's request can therefore be processed in more detail. For example, the interested party selects a certain product group and is forwarded directly to the appropriate specialist.

Of course, the switching system according to the invention can be used for different telephone systems such as PSTN, ie the conventional international telephone system with analog transmission over copper cables in the frequency range from 300 Hz to 3.4 kHz, ISDN or FDDI.

4 illustrates different possibilities of switching or forwarding incoming calls using the example of a switching system 15 according to the invention with two connected private branch exchanges 6 with different CTI protocols. The illustrated private branch exchanges 6 each have a switching station 9, but are also connected to the central switching system 15 via a voice connection 13 and a control connection 14.

In the configuration shown, it is possible, for example, that an incoming call arrives at the input / output channel 7 labeled A and is forwarded to the central switch 15. Whether the call is forwarded to the local operator console 9 or to the central operator can depend on different parameters. The attendant console 9 preferably has an overload facility so that incoming calls are first forwarded to the attendant console 9 and only forwarded to the central switching system 15 if they cannot be dealt with there in a reasonable time or if the attendant console 9 is not occupied will. Such overload procedures, for example the ACD procedures discussed above, are common in the switching activity.

With the method according to the invention, the calls can thus be forwarded either to a local exchange 9 of the private branch exchange 6 or to the central switching system 15 using an overload method, depending on the load.

By providing the central switching system 15, the local switching 9

AT 414 068 Β spaces 9 can be dimensioned smaller or even omitted entirely. In the example of FIG. 4, the incoming call to A is first forwarded via the second input / output channel 7, which is connected to an input channel 1 of the switching system 15, to the central switching system 15, which is also designated B here. The person you are looking for is located at the extension 10 of the private branch exchange 6 marked with the letter C.

In this case, the voice connection does not make sense from A to B and back to C, but directly from A to C in the private branch exchange 6. For this purpose, a voice connection is established within the private branch exchange 6, with the central exchange still via the control line 14 Can have control over the conversation. The same procedure can also be used when the two private branch exchanges 6 are connected to one another via a cross line and the desired interlocutor is at the extension 10 designated by D. In this case, after the switching at B, the voice connection from A to D takes place via the cross line 19, with control via the control line 14 or the CTI link remains with the switching system 15, which can take back the call and forward it to another extension 10. In both cases, this relieves the existing voice connections between the private branch exchanges 6 and the central switching system 15.

4 also shows that the input channels 1 and output channels 2 do not have to be available exclusively for incoming or outgoing calls. It can of course also happen that the same channel can be used for incoming and outgoing calls. The different designation is only used for a clearer functional separation, but does not restrict the invention to actually different input channels 1 or output channels 2.