WO1998018227A2

WO1998018227A2 - Procedure and system for adapting a data link connection between a remote workstation and an automatic call allocation system

Info

Publication number: WO1998018227A2
Application number: PCT/FI1997/000612
Authority: WO
Inventors: Orvo Mikkola
Original assignee: Nokia Telecommunications Oy
Priority date: 1996-10-22
Filing date: 1997-10-08
Publication date: 1998-04-30
Also published as: AU719708B2; FI964257A; FI964257A0; EP0934677A2; WO1998018227A3; FI102708B; AU4558097A; FI102708B1; CN1231814A; CA2269357A1

Abstract

The invention relates to a procedure and system for adapting a data link connection between a remote workstation (1) and an automatic call allocation system (ACD) comprised in a host exchange (2). According to the invention, an adapter (4) is provided in the automatic call allocation system (ACD), said adapter being used to match the signals between the remote workstation and the automatic call allocation system.

Description

PROCEDURE AND SYSTEM FOR ADAPTING A DATA LINK CONNECTION BETWEEN A REMOTE WORKSTATION AND AN AUTOMATIC CALL ALLOCATION SYSTEM

The present invention relates to a procedure as defined in the preamble of claim 1 and to a system as defined in the preamble of claim 5 for connecting a remote workstation to an automatic call allocation system.

An automatic call allocation system is used in modern communication systems, especially in so- called service telephone exchanges, which are provided with certain automatic functions to facilitate customer service. Via an automatic call allocation system, calls made to service numbers are directed to service operators connected to the call allocation system.

Generally, in addition to a voice connection, the operators also use a computer terminal through which they can communicate e.g. via a local network with a database to read data that they need in customer service . The equipment used by the operator in this work is called a workstation, which may be an assembly consisting of a computer and devices connected to it to allow the setup of a voice connection. There- fore, a possibility of transmitting both data and call signals between the workstation and the call allocation system may be required.

In most cases a call allocation system is implemented in the area of a single telephone exchan- ge, a so-called host exchange, so the connections between the workstation and the call allocation system can be effected using a non-standardized, producer- specific communication protocol. If a workstation is to be placed at a distance from the host exchange, to establish a remote workstation, then the connection between the call allocation system and the workstation at least up to the host exchange must be set up using a standard communication protocol.

Patent specification EP 376 527 presents a prior-art automatic call allocation system in which a remote workstation is connected to a host exchange via a standardized communication protocol, e.g. an ISDN multi-service protocol. In this case, the automatic call allocation system has to convert and adapt the ISDN signals proceeding from the remote workstation so that they accord with the communication protocol used by the workstations connected directly to the automatic call allocation system.

A problem here is that each time new workstations are added to the system, changes must be made in the automatic call allocation system software in the host exchange. At the same time, use of the system must be restricted during the software update. Moreover, a remote workstation places a larger load on the processing capacity of the automatic call allocation system than a normal workstation communicating directly with the host exchange.

The object of the present invention is to eliminate the problems described above. A specific object of the present invention is to produce a new type of procedure and system for setting up a data link connection between a remote workstation and an automatic call allocation system without making changes in the software of the automatic call allocation system.

As for the features characteristic of the present invention, reference is made to the claims.

In the procedure of the invention for adapting a data link connection between a remote workstation and an automatic call allocation system connected to a host exchange, a data link connection from the remote workstation to the host exchange is generally set up according to a first communication protocol. The connection is preferably set up via an ISDN (Integrated Services Digital Network) network, in which it is possible to use e.g. SS7 signalling (Signalling System 7) in accordance with the ITU-T recommendations. According to the invention, the automa- tic call allocation system is provided with an adapter, and a data link connection is set up between the adapter and the remote workstation, preferably in accordance with a first communication protocol. In addition, a data link connection is set up between the au- tomatic call allocation system and the adapter in accordance with a second communication protocol. Further, according to the invention, the adapter is used to match the first and second communication protocols between the automatic call allocation system and the remote workstation, the communication signals transmitted according to the first communication protocol between the remote workstation and the adapter and the communication signals transmitted according to the second communication protocol between the adapter and the automatic call allocation system being converted by means of the adapter so as to match them to each other.

In a preferred embodiment of the invention, the data link connection between the remote workstati- on and the adapter is set up via a local exchange, in which case the data link connection between the remote workstation and the local exchange and between the local exchange and the host exchange is set up according to a first communication protocol . On the other hand, the data link connection between the remote workstation and the adapter can be set up by using a router arranged to match the interface between the adapter and the communication protocol used, in which case it will be possible to use a data link connection and communi- cation protocol independent of the telephone network for the transmission of both data and voice. The adapter is preferably connected to the host exchange via a 2B+D link capable of transmitting both voice and data, in which case the data link connection between the remote workstation and the adapter is set up via the first B channel of the 2B+D link and using the associated D channel signalling, while the data link connection between the adapter and the host exchange is set up via the second B channel and the associated D channel signalling. In another embodi- ment, a plurality of 2B+D links are provided between the adapter and the host exchange. In this case, a single adapter can be used to connect several remote workstations to an automatic call allocation system.

The system of the invention for adapting a data link connection between a remote workstation and an automatic call allocation system connected to a host exchange comprises a data link connection between the remote workstation and the host exchange, in which a first communication protocol is used. The first data link connection is preferably set up via an ISDN network. According to the invention, the system comprises an adapter included in the automatic call allocation system, and a data link connection is set up between the adapter and the remote workstation preferably ob- serving the first communication protocol. In addition, a data link connection is set up between the automatic call allocation system and the adapter in accordance with a second communication protocol, the communication signals consistent with the first communication protocol between the remote workstation and the adapter and the communication signals consistent with the second communication protocol between the adapter and the automatic call allocation system being converted by means of the adapter so as to match them to each other.

As compared with prior art, the present invention has the advantage that the connection of a new remote workstation to the system can be practically be carried out in a way corresponding to the connection of a workstation that communicates directly with the host exchange. Therefore, connecting a new remote workstation does not involve any laborious updating of software in the automatic call allocation system, nor does it add to the load on the processing capacity of the system more than a normal workstation does.

In the following, the invention will be de- scribed by the aid of a few examples of its embodiments by referring to the attached drawing, in which

Fig. 1 presents a system according to the present invention; and

Fig. 2 presents a flowchart representing the operation of the system in Fig. 1.

Fig. 1 presents a diagrammatic example of a system according to the invention. The system comprises a host exchange 2, which may be a normal telephone exchange provided with the functions required by an automatic call allocation system ACD. Connected to the subscriber ports (not shown) of the host exchange 2 are two workstations 9 for operator use. In the communication between the workstation 9 and the ACD, a protocol defined by the manufacturer of the system is us- ed. Fig. 1 further shows an adapter 4 connected to the host exchange 2 via a 2B+D interface so that one of the B channels is used to set up a data link connection 5 via an ISDN network 8 to a remote workstation 1 while the other B channel is used to set up a data link connection 6 to the automatic call allocation system ACD. Further, the remote workstation 1 is connected to a local exchange 7, which may be located in any part of the world. From the local exchange 7, a data link connection 5 is set up to the host exchange 2 and to the adapter 4 via the ISDN network 8. In addition, the system presented in Fig. 1 comprises a router 10, which can alternatively be used to set up a data link connection 5'. In this case, the communication protocol used may be e.g. the TCP/IP protocol (Transmission Control Protocol/Internet Protocol) . The router is used to adapt e.g. TCP/IP signalling into a form acceptable to the adapter 4 and the automatic call allocation system.

Fig. 1 further shows an LAN network 11 (Local Area Network) , which is a local network used in data communication. An LAN network is a network with a high transmission capacity, usually owned by a company or institution and used for internal data communication within a relatively small, geographically limited area. The network consists of workstations and servers. The router 10 is connected to the LAN 11, so a link between the adapter 4 and the remote workstation 1 can be set up directly by forming e.g. a TCP/IP connection from the remote workstation directly to the router 10 and further via the LAN to the adapter 4. Such a connection can be set up using a data network independent of the telephone network, e.g. a packet- switched data network.

Referring to Fig. 1 and 2, a preferred embodiment example of the operation of the system of the invention will now be described. When the operator of a remote workstation 1 starts working, he/she logs in (log- in procedure) into the automatic call allocation system ACD. At this time, a data link connection 5 is set up between the remote workstation 1 and the adapter 4, unless a connection has already been set up. The data link connection setup is performed as a normal ISDN connection setup by having the remote workstation 1 call the subscriber number of the adapter 4. The remote workstation 1 sends a SETUP message to the local exchange 7. In the SETUP message, the called-party number is the subscriber number of the adapter 4. With the SETUP message, a UUS information packet containing the required log- in data is transmitted. When the local exchange 7 receives the SETUP message, it generates and send into the ISDN network an IAM message based on the SETUP message; the IAM message contains the same data as the SETUP message. The network 8 routes the call to the adapter as a normal ISDN call.

When the host exchange 2 receives the call, it reserves one of the B channels in the 2B+D interface connecting it to the adapter 4 and sends a SETUP message to the adapter. The message contains the required log-in data in its UUS information element. When the adapter 4 receives the data, it generates a new SETUP message and sends it to the ACD function of the host exchange 2. The message contains the data re- quired for log-in in the same format in which a workstation 9 connected to the ACD would send it.

From now on, the ACD directs calls via the adapter to the remote workstation just as it would direct calls to local workstations. The ACD sees the adapter 4 in the same way as it sees a workstation 9 connected to the host exchange . Adding a remote workstation concept to the ACD does not require any updating of software in the host exchange 2 or any other network elements of the telephone network. When a call comes via the ACD function and it is directed via the adapter 4 to a remote workstation 1, the operation of the adapter is as follows. For the incoming ACD call, the host exchange reserves the other free B channel in the 2B+D interface connecting it to the adapter 4. One of the B channels was already reserved earlier, when the remote workstation 1 logged in into the ACD. In other words, among the interfaces in the exchange, the adapter reserves only one 2B+D interface for each remote workstation. The adapter 4 receives the SETUP message, which contains call data needed by the remote workstation 1 as well as data relating to display control in the remote workstation. The adapter converts these data for the UUS information element and transmits them further in a USER INFORMATION message to the remote workstation. A data link connection 5 between the re- mote workstation 1 and the adapter 4 was already set up at log-in time, so it need not be set up again at this stage.

As the call progresses, the host exchange transmits messages in accordance with DSS1 signalling (Digital Signalling System 1) , from which a USER INFO message is generated when necessary and transmitted to the remote workstation 1. The adapter 4 takes care of the control of DSS1 messages all the time during the connection. When the remote workstation 1 answers the call, it generates a USER INFO message for the adapter. When the adapter 4 receives the USER INFO message, it connects the B channel going to the remote workstation 1 and the B channels of the incoming call and sends a CONNECT message to the host exchange 2, whereupon the voice connections are made and the subscriber being served and the remote workstation 1 can hear each other.

When the remote workstation 1 wishes e.g. to transfer a call to another subscriber, the action is as follows. In the USER INFO message, the remote workstation 1 sends information indicating that it wants to make an inquiry call to another subscriber. The message contains the information needed for call setup, such as the subscriber number. The adapter 4 receives this information in the USER INFO message. Further, the adapter 4 generates an inquiry all connection request to the host exchange just as a local exchange would do. The adapter 4 converts the required information obtained from the signalling messages con- cerning the inquiry call connection request into a USER INFO message and transmits it to the remote workstation 1. When the called subscriber of the in- quiry call answers, the remote workstation 1 can request call transfer. The remote workstation generates from the request a USER INFO message, which is sent to the adapter. In the DSS1 message, the call transfer request is passed to the host exchange, which carries out the call transfer and releases the remote workstation 1.

When the host exchange 2 releases the remote workstation 1, either after a transfer or a normal call, a disconnection request is sent in accordance with the DSS1 protocol to the adapter 4, which informs the remote workstation 1 about the disconnection via a USER INFO message. The adapter takes care of disconnection according to the DSS1 protocol of the link to the host exchange 2. The host exchange frees the adapter 4 from the call and releases one of the B channels and adds the remote workstation 1 to the queue of free workstations in the ACD function. The remote workstation 1 is now ready to receive new calls or to initia- te calls itself.

When the remote workstation 1 starts a call setup procedure itself, the data required for the connection are transmitted in USER INFO messages to the adapter. The adapter 4 sends a SETUP message to the host exchange 2. The adapter 4 has converted the information needed for call setup that it has received in the USER INFO message, and included it in the SETUP message. The host exchange 2 reserves a B channel in the 2B+D interface connecting to the adapter 4 and re- moves the remote workstation 1 from the queue of free workstations. When the adapter 4 receives acknowledgement of receipt of the SETUP message, it connects the B channel coming from the remote workstation 1 and the B channel reserved for the new call, whereupon the re- mote workstation can hear the signals and messages relating to call setup. When the operator at the workstation stops working, he/she logs out from the system (log-out procedure) , whereupon the remote workstation sends to the adapter a USER INFO message indicating that the opera- tor has stopped working. The adapter transmits a logout procedure to the ACD. When the log-out procedure has been carried out in the ACD, the adapter 4 disconnects the voice connection reserved in the log- in procedure between the remote workstation 1 and the adap- ter, unless the connection is still needed. Generally, it can be stated that the setup/disconnection of a data link connection is largely dependent both on the start-up procedure (starting of software) and on the shut-down procedure (shutting down of the software) of the remote workstation. After this, the remote workstation 1 functions like a normal ISDN terminal device, until a new log- in procedure is carried out.

The invention is not limited to the examples of its embodiments described above, but instead many variations are possible within the framework of the inventive idea defined by the claims.

Claims

1. Procedure for adapting a data link connection between a remote workstation and a host exchange connected to an automatic call allocation system, charac t eri zed in that an adapter is provided in the automatic call allocation system and a data link connection is set up between the adapter and the remote workstation according to a first communication protocol and data link connection between the automa- tic call allocation system and the adapter is set up according to a second communication protocol, the communication signals consistent with the first communication protocol between the remote workstation and the adapter and the communication signals consistent with the second communication protocol between the adapter and the automatic call allocation system being converted by means of the adapter so as to match them to each other.

2. Procedure as defined in claim 1, c h a - rac t er i z ed in that the data link connection between the remote workstation and the adapter is set up via a local exchange, in which case the data link connection between the remote workstation and the local exchange and between the local exchange and the host exchange is set up according to the first communication protocol.

3. Procedure as defined in claim 1 or 2, charact eri zed in that the adapter is connected to the host exchange via a 2B+D link capable of transmitting both voice and data, in which case the data link connection between the remote workstation and the adapter is set up via the first B channel of the 2B+D link and using the associated D channel signalling, while the data link connection between the adapter and the host exchange is set up via the second B channel and the associated D channel signalling.

4. Procedure as defined in any one of the preceding claims 1 - 3, charac t e ri z e d in that a plurality of 2B+D links are provided between the adapter and the host exchange.

5. Procedure as defined in claim 1, cha rac t eri zed in that the first communication protocol is a packet-switched protocol; and that the data link connection between the remote workstation and the adapter is set up via a router provided in the automa- tic call allocation system.

6. System for adapting a data link connection between a remote workstation (1) and an automatic call allocation system (ACD) connected to a host exchange

( 2 ) , c h a r a c t e r i z e d in that the system compri - ses an adapter (4) provided in the automatic call allocation system (ACD) and a data link connection (5) is set up between the adapter and the remote workstation (1) in accordance with a first communication protocol a data link connection (6) is set up between the automatic call allocation system and the adapter in accordance with a second communication protocol, the communication signals consistent with the first communication protocol between the remote workstation and the adapter and the communication signals consistent with the second communication protocol between the adapter and the automatic call allocation system being converted by means of the adapter so as to match them to each other.

7. System as defined in claim 6, charac - t e ri zed in that a data link connection (3) is set up between the remote workstation (1) and the host exchange (2) via a local exchange (7) , the data link connection between the remote workstation and the local exchange and the data link connection between the local exchange and the host exchange are set up in accordance with the first communication protocol.

8. System as defined in claim 6 or 7 , cha ra c t e ri zed in that the adapter (4) is connected to the host exchange (2) via a 2B+D interface, in which case the data link connection (5) between the remote workstation (1) and the adapter is set up via the first B channel of the 2B+D link and using the associated D channel signalling, while the data link connection between the adapter and the host exchange is set up via the second B channel and the associated D channel signalling.

9. System as defined in any one of the preceding claims 6 - 8, charac t e ri z ed in that the data link connection between the adapter (4) and the remote workstation (1) is set up via an ISDN network (8) .

10. System as defined in any one of the preceding claims 6 - 9, charac t e ri z ed in that a plurality of 2B+D links are provided between the adapter (4) and the automatic call allocation system (ACD) .

11. System as defined in claim 6, cha rac t e r i zed in that the system comprises a router (10) connected to the adapter; and that the data link connection (5) between the adapter (4) and the remote workstation (1) is set up via the router.