CA2323395A1 - Storing information about a telephony session - Google Patents

Storing information about a telephony session Download PDF

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Publication number
CA2323395A1
CA2323395A1 CA002323395A CA2323395A CA2323395A1 CA 2323395 A1 CA2323395 A1 CA 2323395A1 CA 002323395 A CA002323395 A CA 002323395A CA 2323395 A CA2323395 A CA 2323395A CA 2323395 A1 CA2323395 A1 CA 2323395A1
Authority
CA
Canada
Prior art keywords
information
telephony session
telephony
terminal
calling
Prior art date
Legal status (The legal status 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 status listed.)
Granted
Application number
CA002323395A
Other languages
French (fr)
Other versions
CA2323395C (en
Inventor
Michel Kallas
James Michael Lyell
Paul Spencer Dawkins
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Nortel Networks Ltd
Original Assignee
Nortel Networks Corp
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
Family has litigation
First worldwide family litigation filed litigation Critical https://patents.darts-ip.com/?family=23732917&utm_source=google_patent&utm_medium=platform_link&utm_campaign=public_patent_search&patent=CA2323395(A1) "Global patent litigation dataset” by Darts-ip is licensed under a Creative Commons Attribution 4.0 International License.
Application filed by Nortel Networks Corp filed Critical Nortel Networks Corp
Publication of CA2323395A1 publication Critical patent/CA2323395A1/en
Application granted granted Critical
Publication of CA2323395C publication Critical patent/CA2323395C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

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
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2218—Call detail recording
    • 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
    • H04M3/42221—Conversation recording systems
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/0036—Services and arrangements where telephone services are combined with data services where the data service is an information service
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
    • H04M7/1205—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal where the types of switching equipement comprises PSTN/ISDN equipment and switching equipment of networks other than PSTN/ISDN, e.g. Internet Protocol networks
    • H04M7/126—Interworking of session control protocols
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
    • H04M7/1205—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal where the types of switching equipement comprises PSTN/ISDN equipment and switching equipment of networks other than PSTN/ISDN, e.g. Internet Protocol networks
    • H04M7/1295—Details of dual tone multiple frequency signalling

Abstract

A communications system (10) includes nodes and terminals capable of being involved in a telephony session. Telephony cookies may be created in telephony sessions between a calling terminal and a called terminal. The telephony cookies may be created by the called terminal and sent to the calling terminal for storage. Contents of the telephony cookie may include identifiers of the calling terminal and the called terminal. Other contents may include the date and time the cookie was created, expiration data and time of the cookie, and a data field that can store other types of information relating to telephony sessions.

Claims (34)

1. A method for use in a telephony communications system, comprising:
establishing a telephony session between a first terminal and a second terminal;
determining if a record of a prior telephony session between the first and second terminals exist; and accessing information stored in the record for use in the current telephony session.
2. The method of claim 1, wherein the first terminal is a calling terminal and the second terminal is a called terminal, wherein accessing the record includes accessing the record stored in the calling terminal.
3. The method of claim 1, wherein accessing the record includes accessing a cookie.
4. A method for use in a telephony communications system, comprising:
establishing a telephony session between a calling point and a called point;
collecting information about the telephony session, the information including data describing interaction between the calling point and the called point during the telephony session; and communicating a record of the collected information for storage at least one of the first and second points.
5. The method of claim 4 wherein communicating the record includes communicating a cookie.
6 The method of claim 4 further comprising accessing the record in a subsequent telephony session and using information stored in the record in the subsequent telephony session.
7 The method of claim 4 wherein collecting the information includes collecting information identifying the calling point.
8 The method of claim 4 wherein collecting the information includes collecting information identifying the called point.
9 The method of claim 4 wherein collecting the information includes collecting information identifying when the record was created.
10. The method of claim 4, wherein collecting the information includes collecting user inputs provided by the calling point during the telephony session.
11. The method of claim 10, wherein collecting the user inputs includes collecting security access information from with the calling point.
12 The method of claim 10, wherein collecting the user inputs includes collecting dual-tone multi-frequency signals received from the calling point during the telephony session.
13. The method of claim 10, wherein collecting the user inputs includes collecting voice data from the calling point received during the telephony session.
14. The method of claim 4, wherein collecting the information includes collecting information describing events occurring during the telephony session.
15. The method of claim 4, wherein collecting the information includes collecting information identifying user preferences.
16. A storage device for storing data accessible by one or more software routines for providing telephony services in a communications system, the storage device comprising:

a data structure stored in the storage device and including information describing a telephony session between a calling point and a called point, the information including input data received from the calling point by the called point during the telephony session, the input data including information other than an identifier of the calling point and an identifier of the called point.
17. The storage device of claim 16, wherein the input data includes data entered by a user at the calling terminal.
18. The storage device of claim 17, wherein the user-entered input data includes dual tone multi-frequency signals.
19. The storage device of claim 17, wherein the user-entered input data includes voice data.
20. The storage device of claim 16, wherein the data structure is according to an Extensible Markup Language.
21. The storage device of claim 16, wherein the input data includes data representing security access information received from the calling point.
22. The storage device of claim 16, wherein the input data further includes a record created at the called terminal of the telephony session.
23. The storage device of claim 16, wherein the communications system includes an automated answering system providing a plurality of menus presented to a user, the input data storing an indicator of a desired one of the menus as a starting menu for a telephony session.
24. An article including one or more machine-readable storage media containing instructions for describing a telephony session between a calling terminal and a called terminal in a communications system, the instructions when executed causing a system to:
collect information about the telephony session, the information including input data received from the calling terminal during the telephony session;
the input data describing interaction between the calling and called terminals during the telephony session; and store the collected information in a record.
25. The article of claim 24, wherein the input data includes data other than an identifier of the called terminal and an identifier of the calling terminal.
26. The article of claim 24, wherein the record includes a telephony cookie.
27. The article of claim 24, wherein the one or more storage media contain instructions that when executed cause a system to further communicate the record to the calling terminal for storage.
28. The article of claim 27, wherein the one or more storage media include instructions that when executed cause a system to further access the stored record in a subsequent telephony session.
29. A data signal embodied in a carrier wave comprising data segments containing data for use in telephony sessions between a calling terminal and a called terminal in a communications system, the data comprising:
a data structure according to a predetermined format, the data structure including information identifying a telephony session, the information including at least one of input data from the calling terminal or input data from the called terminal, the information including data other than identifiers of the calling terminal and the called terminal.
30. A system for use in a communications system having a packet-based network, comprising:
an interface unit to communicate with a calling terminal over the network; and a control unit adapted to create a telephony cookie to store information about a telephony session over the packet-based network with the calling terminal.
31. The system of claim 30, wherein the control unit is adapted to send the telephony cookie to the calling terminal for storage.
32. The system of claim 30, wherein the information includes data other than an identifier of the system and an identifier of the calling terminal.
33. The system of claim 32, wherein the information includes data received during a telephony session from the calling terminal.
34. An apparatus for use in a telephony communications system, comprising:
means for establishing a telephony session between a first terminal and a second terminal;
means for determining if a record of a prior telephony session between the first and second terminals exist; and means for accessing information stored in the record for use in the current telephony session.
CA2323395A 1999-11-09 2000-10-16 Storing information about a telephony session Expired - Fee Related CA2323395C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/436,563 US6778653B1 (en) 1999-11-09 1999-11-09 Storing information about a telephony session
US09/436,563 1999-11-09

Publications (2)

Publication Number Publication Date
CA2323395A1 true CA2323395A1 (en) 2001-05-09
CA2323395C CA2323395C (en) 2010-10-05

Family

ID=23732917

Family Applications (1)

Application Number Title Priority Date Filing Date
CA2323395A Expired - Fee Related CA2323395C (en) 1999-11-09 2000-10-16 Storing information about a telephony session

Country Status (3)

Country Link
US (1) US6778653B1 (en)
EP (1) EP1100250A3 (en)
CA (1) CA2323395C (en)

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Also Published As

Publication number Publication date
EP1100250A2 (en) 2001-05-16
EP1100250A3 (en) 2002-03-13
US6778653B1 (en) 2004-08-17
CA2323395C (en) 2010-10-05

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