WO2001001709A1

WO2001001709A1 - Processing a request to an operator service

Info

Publication number: WO2001001709A1
Application number: PCT/DE2000/002102
Authority: WO
Inventors: Christian Havlis; Eduard Zimmel; Patrick Van Laer; Martin Kessens
Original assignee: Siemens Aktiengesellschaft
Priority date: 1999-06-29
Filing date: 2000-06-28
Publication date: 2001-01-04
Also published as: EP1190581A1; DE19929756A1; CN1371575A

Abstract

In the event that all of the suitable operators or connecting lines of an operating service of a telecommunications service are occupied when a subscriber request (call) is made to said operator service, a call-back entry (RRE) with information containing a call address (trn) for the subscriber is generated and arranged in sequence in a waiting field (WFD). The request or the corresponding connection is cleared. When an operator or a connecting line becomes free, at least one of the first entries (ent,ent') in the waiting field is removed and a call-back connection is established between the subscriber and the free operator based on the information in the entry.

Description

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H r Φ P d

Φ P r + H P ≤ C H PJ c ω CΛ H _- • Φ Φ (X O Hi Φ d Φ

N φ N tr o N Φ CΛ 0 Hi rt 0 φ? P n Λ P Φ g O P d rt

Φ DJ d P Hi φ 3 O 0 0 Hi O P p. d φ tr 0 d y H> Q ^ Q

H Φ Hi d i-r CΛ 0 Φ H rV <! 3 »Q Φ d d d P t

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3 P d P rf Φ r + Φ 3 p. P φ Φ tr o CΛ ιQ rV d Φ Hi

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1 d tr tr 3 ia CΛ Φ φ 3 et TJ PJ d o Φ Ό P P

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• d ≤ n r + tT d P g φ • tα ^ Φ n Φ 0 tu _" Φ O φ Φ tr> £ 2 § CΛ Φ Φ P rt tr O TJ J

W t P 3 α d Φ Φ P p. Hi M Λ tr Φ O P Φ α Φ d

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3 TJ ^ Φ P P PJ rt Φ H rt vQ P d Φ P cn ≤ φ (ιQ P P r + φ d O n P rr • 3 CΛ O Hl 0 Φ 0 φ r + P CΛ φ d <P

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^ Q rt 3 d rt d C- <J φ Φ 3 Φ φ φ PJ tr Φ cn 0 Φ p t

0 ⁾ P φ d Φ ω Hi P Hi Φ 3 PP P- Φ Φ rt P H3 iQ CΛ cn d O rt «3 dd Φ o <JOPP ^J rt 0 0 p. 0 Φ CΛ Φ

P od Φ Φ Φ 0 φ P 0 tr d P. P Hl P ¹ PP otp 3 r + CΛ n 0 <Φ s: Φ ^ Φ md Φ 3 dd Φ Φ N Φ Φ Φ Φ r + Φ tr σ Φ tr Φ tr P rt

T3 0 ⁾ PH 0- tr Φ 3 s: rt HP 3 P d Φ p, rt tu p. ^ -> d Φ Φ Φ d PNN tr φ n φ Φ φ d Φ rt d φ Φ

H CΛ Φ P P d H H 0 P Hi tr p. P Hi d St.

CΛ CΛ CΛ tr Φ

3 α ιQ P 0 Hi Φ 0 0> d o s: tQ Φ Hi rt d N et N P Φ 0 α φ φ 0 d d P Φ ιQ φ t £ o Φ d Φ ≤ α o d 0 PJ Hi d p, d rt d r

Φ 0 Ό t CΛ • p Φ H i 0 (Φ d t ^ Q Φ φ α N

H 0 Φ 3 0 ⁾ φ P α O ιQ φ P Hi tu cυ dn rt • Hi d Φ

3 rt P φ S Φ ^ tr 3 p. 0 0 d tr - N d CΛ d ι

Φ P 0 ⁾ § 3 Φ 3 <J Φ 3 N Φ Ό φ (X Φ

0 ⁾ P Φ Φ rt 0 S ≤ P rt

3 rt SD Φ rt 0 Φ φ tυ

<! ιQ O 3 d 3 3 p, p, φ 1 1 CΛ P do P 1 1 1 1 1 0 1 α

All group subscriber connections that are connected are assigned a shared group or pilot number, depending on their choice - e.g. for establishing a communication relationship with a communication transmitter assigned to the group - a free subscriber connection within the group is determined using a defined search method - also referred to as a "hunting algorithm" - for establishing the connection.

For example, a subscriber can call an operator service in an ISDN network to request information and a connection relating to another subscriber. The subscriber is assigned to a free operator and receives the requested service, e.g. the requested information. The operator responsible can now, if necessary, e.g. access a database, whereupon a

Information regarding the other participant is available on the screen of his PC. To the extent that this is still desired, the operator can establish a connection with the subscriber sought and connect this to the calling subscriber. The example just described is intended to represent only one of the possibilities or tasks of an operator service.

In addition to a central control system, a system for carrying out an operator service includes the assigned operators. The control system and the operators are usually stationed in so-called call centers, and their respective console, consisting of terminal equipment, PC, monitor, etc., usually and hereinafter "console""said device is directly connected to the system or can be connected to it. For example, a call center can be implemented as part of an EWSD switching system of the registrants, the operators being connected as network participants. Another known embodiment of a call center is set up, for example, in the central station of a private branch exchange, the operators or those assigned to the operator service ) N> N o Λ O oa et IMH, c; 3 -3 Φ P ≤ Φ w tr 3 1 d ö J φ

Φ Φ d PJ P dd tu & Q ⁾ dd Φ P & d P PJ d P PJ Φ P

3 PP cn d 0 ^J N d PP rt Hi P d Hi d 0 dddo P d

N rt p d na d rt n Φ a na o ιP a P tu - P d φ iX rt Hi d tu Φ Pi Φ Hi Φ Φ 0 Φ Φ P tr 3 et 0 CΛ

PJ P d d d P Φ N ιQ a d P a P Φ d tu o

3 ≤ P na a P d CΛ Φ Φ Φ Φ Φ d V d rt P Z Φ Ό £

P Φ CΛ ω Φ φ a P dd PP cn PJ υa POPP φ Φ rt P rt NP (X Φ t rt n P3 PJ tr d tr do tr φ d PP a P Φ Φ Φ P d Φ Φ φ o rt d φ d Hi d Φ J rt

<Φ P P 0 P d d P tr ιQ CΛ rt d CΛ N φ 3 rt Φ

Φ d et tr o o Φ S. o Φ P d d P o P

P • ≤ Φ P <Φ ^ tr t 3 d PP tr d CΛ Φ P da P Φ tr Φ do PN o 3 Φ d PN aa rt d Φ dd P cn et Φ a 3 Φ tr PJ α ≤ Φ 0 PN o <! P Hi d P <rt a d Ό φ p d 3 d. P 0 φ Φ r φ J P P a Φ P d (X rt d rt Φ a Φ a CΛ ≤ P P Φ d

Φ Φ P φ Φ PJ ≤ P Φ α a φ Φ tr rt P Hl

0 P Φ cn P d 1 φ P P P Φ tr s: P 1 P P P Φ

Φ (X = s tu N CΛ P 3 Φ P Φ Φ d CΛ d ^ P d

0 POJ dad <PP rt tr da Φ CΛ ad Ό P cn d P- Φ 0 ¹ CΛ o P rt P Φ dd rt Φ

<Φ et tu d Φ P PJ CΛ dd & tr Φ ¹ and others dd

Φ ω P Φ et (X CΛ J 0 PJ P Φ P Pi PJ iQ ^

P tu N N Φ P Hi 3 d o α d d Hl d 3 cn J a P3 s: rt Φ d CΛ na P tr TJ Φ Hl Φ Φ a P £ \ -> Φ

PJ φ o P tr Φ Φ a H Φ φ P Hi dd Φ rt d - ¹ PP p- PP et φ 3 PP Φ PPJ o tr ad rt Φ CΛ P <et N _-> tu sdd Φ rt Φ CΛ aadd PJ d (X rt rt P Φ d Φ a rt J CΛ PP n P Φ Φ dd tu Φ od Hi POP a Φ o ≤ d - Φ d ¹ na na a (X ^ (X φ Φ o φ P rt PJ P tr & Φ Φ Λ 3 rt Φ 0 et Φ CΛ 1 P d Φ Φ CΛ <Φ Hi P 3 Hi ≥> φ J 3 P 3 d na d cn P CΛ O ad P dao (X d φ tr Φ o M o P Φ ω P Pi P CΛ

Pi P tr 0- tu ω d Φ 3 H "CΛ Φ tr d φ <a d Φ o d

≤ φ Φ P Φ a P Φ tu d a CΛ Φ Φ CΛ Φ P Hl Hi

PJ ω rt NP et P 3 rt PJ Φ PP ω φ P add φ P dd PP do tr et na d tr Hi do rt d Φ Φ PX φ φ d Φ P Φ Φ Φ ^ Φ Φ PJ d P- ¹ N Φ P d

^{• »} tr ¹ H) <P ¹ N d ιQ Φ P CΛ 0 ¹ υa P- rt dd rt ao Hi φ P tr ^ 3 Φ • N Φ d rt P 1 d va Φ a CΛ φ P d Φ o Φ P Φ d cn Φ Φ φ CΛ tr ι 5 Φ d tu dd PPP ¹ P rt P na rt P - do PP Φ υa

CΛ d a P tr iQ ^. P d et φ φ et P CΛ υa cn d Φ o

CΛ na Φ d Φ a Φ na Pi ~> d tr sa ^ Q rt d Φ tr d • d na CΛ Φ (X Φ oo Φ PJ a Φ Φ PJ rt P ^J d Φ a φ o CΛ d P d H " tr 3 d P tu P cn Φ NP Φ P

P PJ CΛ P 0 tr Φ ιQ P 3 a rt P φ P rt n tr tu d tr φ da Λ Φ CΛ> Φ CΛ Φ Φ Φ P s tr da Φ tr 3 rt d na P "• Φ Φ P dd 0 cn d tu Φ φ Φ d Φ Φ O a Φ <PP tr rV cn CΛ • O ^• »P d cn P d P

CΛ CΛ P a Φ <PJ tu PJ Φ ¹ rt. gs: CΛ

PJ Φ n PJ d P d d o d P α & a Φ tu Pl & Φ rV Φ rt 0 'Φ ω o Ό d CΛ na d Φ P PJ J tr P Φ ω P o P

N Φ cn> φ rt Φ Φ P d d ω Φ rt n CΛ d <

0 N 0 CΛ N d P Hl ι 2 CΛ tr Φ Φ 0- Φ d P

P d cn N d & Φ φ PJ tr P "rt O n <na 1 da P ad φ od Φ φ tr o Φ Φ d P a 1 3 cn • d 1 Hl Φ 1 1

a sufficiently large number of operator personnel to verfu ^¬ supply is.

Within current telephone networks, the signaling for the setting up and clearing down of 64 kbit useful channel combinations for the control of ISDN services takes place on the basis of the ITU-T signaling system No. 7 - also called SS NR.7.

The actual task of signaling procedure No. 7 is the exchange of signaling messages within the communication networks. The signaling messages are exchanged by the user parts - also referred to as user parts - within the reference model. A distinction is made according to the type of signaling messages, for example between the telephone user part - TUP -, the data user part - DUP -, the ISDN user part - ISUP - and the broadband ISDN user part - B-ISUP. The TUP was the first application in the signaling procedure no. ^' 7 implemented. The ISUP was defined on the basis of the TUP for the general definition of the ISDN and for the determination of the signaling within the ISDN. The latest application of the B-ISUP for applications within ATM-based networks emerged from the ISUP. The main tasks of the ISUP are:

- Installation and dismantling of useful channel connections,

- handling of signaling for service features,

- Coupling two "logical" signaling connections (e.g. when changing from the national m to the international

Network).

The ISDN user part makes direct use of the message transfer part - MTP - and the control part for signaling associations - SCCP, layer 4 -, the ISUP itself is therefore to be classified from layers 4 to 7 in the OSI reference model. The ISDN user part controls both the segmental signaling to achieve the destination and the end-to-end signaling relationship between the origin and destination switch. switching center. With the aid of the segmental signaling, the path for the useful channel connection and the signaling connection is sought and, according to appropriate commands, set up. The MTP is used for this. For the user channel connection, all switching centers involved have to be informed of, for example, the switching of the user channel, while only the originating and destination switching centers exchange signaling information for controlling the service features. For the end-to-end signaling, the ISUP uses the services of the SCCP. The actual signaling information is exchanged in the ISDN user part. All underlying layers ensure that this information is transmitted securely and reaches the addressed user part. The end-to-end signaling of the SCCP based on a TCAP dialog is used for the exchange of the end-to-end signaling messages for handling ISDN service features.

The Transaction Capabilities Application Part - TCAP - m, the signaling procedure No. 7, was introduced for more complex applications within communication networks such as, for example, to support database queries for services of the intelligent network - also referred to as IN - or for mobile radio applications. For example, the initiator of the connection uses the Freephone service of the intelligent network to dial an IN number (0130 or 0800), which determines a target number by calling the intelligent network depending on the customer parameters. To determine the valid destination number, only signaling messages need to be exchanged, the user channel is not switched to the IN. This service call is a typical TCAP application, for example. When communicating TCAP instances, a distinction is made between structured and unstructured dialog. In the case of structured transport, a transaction relationship is opened before the message exchange and the transaction identifier - also referred to as a transaction ID - in both communication devices. ) N)> _^ - * o Λ oo <-Λ

^ na CΛ N tr ≤ P Φ P V Φ a σ Z PJ s tr> Z PJ a na ω a d PJ 3 tr 3 z rV rt d P et d Φ p d P d 0 P Φ P P P Φ d Φ x? Φ φ rt Φ Φ H "Φ PJ PJ P φ tu dod Φ 3 PP d N Hi Pi d P rt φ PNNP Hi P rt et d PPP CΛ dn rt P rt 0 d P a na φ Φ J 0 a Φ PJ na a P 0 cn d tr rt a P na

P a P ^J d ^ * »0 daw na • Ό tr <PJ Φ oz Ϊ ö α d P n Φ O φ d φ a P tr na a PP na Φ d et Φ tr dd PJ P rt P u P d P aoddd

Hi ad Φ Φ d N rt Φ Φ d Hi JP Φ CΛ P ^J Φ d PJ cn na n P ≥;

1 Φ CΛ P d £ d CΛ rt Φ o na tr <et r P CΛ Ό tr φ P3 P a a

<P CΛ rt za • d CΛ PP cn PJ P ¹ o P a φ Φ tr POP a rt H 3 P Φ

Φ rt Φ d m φ tu Hi rt tr Φ d Φ Φ d Φ Φ na CSI d Φ φ Hl 2 Φ P

P H Φ Φ P Φ a Φ na P Φ P et P d PJ P P P D CΛ d P c CΛ cn tr d tr P a P P tr d Φ o tr d d ω rt a φ na PJ M rt φ tr

P Hi φ d Φ d PM Φ PJ aez Ό PJ wd CΛ Η Φ d cn φ d 1 PP Φ dod Φ d Φ dd et -> d Φ P s3 Φ PP na na PP ^ rd 0 cn 2 d P a P a P Φ P CΛ d PP φ P φ Hi φ φ σ o Φ Φ P et PJ PJ "T öd ad 3 Φ Φ a Φ tr Φ na a P PJ 3 PJ rt P 0 ¹ dd rt tr? O rt φ Φ d PJ da P PJ P 3 Hi W ω z CΛ rt d P ¹ PJ CΛ PJ dd PJ rt 0 ¹ 0 N d na et Φ d P d Φ Hi 0 na Φ <Φ o> a Λ ds; add PJ PPPP

P M P φ tu P φ o Φ o P 0 d ω Φ o P d d rt rt o P P φ tr

N o P CΛ d 53 dr 3 nd PJ Φ Hi d N n P na Φ na na O Φ dn Φ tr Φ sdd P CΛ PJ P a PJ tr P ¹ dz na d 0 ¹ ω • P d CΛ tr P d rt

P Φ rt d O P Φ 0 E Φ Φ CΛ PJ et φ z M d CΛ rt rt d Φ

CΛ d P O tr rt TJ a Hi 3 P a d P a Φ P ≥; d l_J φ Φ Φ na P n J a Φ Φ Φ P Φ Φ d tr P a CΛ P 0 PP o PJ a O Φ ddd _- • T a na Φ PP Hi PJ d P tr φ Φ Φ rt φ da 1 na 0 P.

Φ Φ Φ 3 PJ <Φ CΛ d Φ 3 P d CΛ 2 ≥; tr a Φ d 0 d ö Φ na

0 cn rt o φ P rt P sd φ Φ PJ £ tr PJ PP tu 0 tr PP rt a 33 OP add P <a PJ a PP no Φ na Φ n na Φ tu na Φ a N Φ PJ P na rt Pi PJ a Φ Φ P d ¹ tr P tr Φ a tr P _-> Φ d

Φ d 3 P CΛ φ na P Φ na Φ P d rt J φ> P P cn P P π P a rt o tr

3 3 rt na φ Φ d P Hi Φ d f P P- Ό P Φ Φ a Φ P na Φ tsi

P s Φ O PJ PP a 3 PJ tr N o 33 rt o Hi P n 0 Φ CΛ tu d Φ J d PJ Hl ad φ Φ Φ P s 0 ¹ Φ Φ ¹ tu P tr d φ 0 ¹ d 0 a P na a • P da P Φ Φ na P dd et PJ P r PP <et d et Pi 0 Φ Pt φ PO tr Φ rt P Φ 0 ¹ a P φ J et tr et P Φ r cn O 0 CΛ dd φ 2 . tr J Λ Φ ad et Φ Pl H rt dd Φ Φ rt 0 d ≤ PP na tr P • PJ Φ d rt Hl Φ Φ Φ d Φ d PP tr J φ Φ Φ 3 ΪK Φ rt φ O da Φ PJ P z PH P Hi tr a rt d Φ et W rt P na PJ a OPP ö P tr na

Φ dd P do Φ Φ Φ Pi Φ tr ON CΛ d rt Φ 3 rt PJ P d tu a P a Φ Φ P Pi d P tr P d Φ P PJ na 0 Φ Φ P ^J P CΛ 3 P rt φ N Φ tr d Φ PP a. O Φ 3 PJ ddd Φ 0 d tu O d PJ o Φ P Φ

P Φ Φ P tr P tr PJ d Φ a φ a 0- Φ Hi P d Ά d na P ω P- d ΪV

0 dd <P 3 3 rt a P Φ Φ P _- • O 0 or CΛ OP d cn M d Φ dv rt φ Φ dz J Φ P d PP 0 P a P tr d 3; vd • »o Φ PO d M d PP ao et P odn Pi <0 P a Φ Φ tr 3 PJ na H d rt

Hi P O tr d tr P d d PJ PJ P3 o na na d P α Φ Φ d rt CΛ a 2 tu Φ

PJ d 3 a P d Φ O 0 φ na d tr φ P "• P J d P d P P P 1 w d a et 3 Φ d na P d d na P P na na o P rt a rt P O P φ ≥; d α

PP Φ P a Φ a • _^ Φ CΛ Φ φ tr φ ¹ 3 φ Φ P dn PJ Hi N

Φ PJ d d J a d - \ P d d na Φ r d rt PJ PJ CΛ tr o n O 2 d

CΛ na <dd P o ≤ na Φ φ P φ a H tr • na rt Ό rt o 0 ¹ P 1 P

CΛ CΛ d O na CΛ φ Φ a Φ Φ Φ d ¹ tr d P 3 PJ d P PJ d ≥; P

CΛ 3 2

Φ d P na d Φ P 0 tr 3 Φ z d φ d σ d O P d Pl P PJ PJ

Φ a a φ s rt P n PJ Φ φ d φ N r Φ na d rt na H o r + O

CΛ a

P Φ Φ tr tr φ Pi Φ PJ P cn 0 2 - P tr Φ

Ό d PJ PP o Hi PJ a Φ £ d PP Φ d tr dn PPP tr z TJ Φ a Q et OP d φ Φ d CΛ rt CΛ O _- • Φ Hi et P PJ tr o PJ z Hi P PJ PPW d P rt

N Hi rt d et P et d Φ O Φ d d Φ tr d φ P P P CΛ φ 1 Φ Φ o P

P 1 φ d a Φ P P d o Hi P d cn 0 PJ a rt 0 d tr H, 1 d na Φ 0 d 1 Φ 1 1 1 1 et rt P

1 Φ rt rt 1 1

Fected subscriber and the free operator or the free connection line is established.

This solution fulfills the stated task in a simple manner. The calling subscriber can deposit his wish to use the service without having to wait for the entire time

"to have to stay tuned". In addition, the fee costs that arise during this waiting period do not apply.

According to an alternative embodiment variant of the method according to the invention, an entry as a callback request with information containing a call address relating to the calling subscriber and / or the calling subscriber is generated and queued in the waiting field during the waiting treatment, the request or one from it resultant connection is drawn. At least one of the entries in the waiting field at one of the foremost positions is removed from the waiting field and, based on the information in the entry, a callback connection is initiated to the subscriber specified on the basis of the call address, which call may be held. The callback connection is then established between the specified subscriber and a free subscriber or a free connection line. This variant avoids any waiting times that may occur on the part of the operators, since the waiting subscriber is called back before an operator is actually released and, if necessary, is connected to an announcement. If a suitable operator becomes available, the subscriber who has already been called back is put through immediately.

In an advantageous embodiment of the invention, an anticipated waiting time is determined for the request in question at the beginning of the waiting treatment and, if this is above a predeterminable lower threshold value, a callback entry is generated, otherwise the request m is queued in the waiting field. This avoids short waiting times when the Participants are quite willing to wait for a callback to be generated.

In addition, it may be expedient if, at the beginning of the waiting treatment, an anticipated waiting time is determined for the request in question and, if this is below a predefinable upper threshold value, a callback request is generated, otherwise the request is rejected. This procedure is useful where the waiting time has become so long, e.g. several hours that even waiting for the call-back would become burdensome or pointless for the subscriber.

It is favorable if, before the request or the connection resulting therefrom is triggered, service-specific information is received by the calling subscriber and used in the generation and / or sequence of the recall request.

Service-specific information can be, for example, the selection of an operator group, such as for a partial service (e.g. a division of the international information service into partial services according to geographical areas), special service features relate to e.g. a language desired by the subscriber for the service or a customer number of the calling subscriber, which could be used, for example, when selecting an operator. The information can be provided by the participant of a connection resulting from the request, e.g. in an automated query or as a suffix of the service number dialed by the subscriber.

Furthermore, it is advantageous if, at the beginning of the waiting treatment, the calling subscriber receives information relating to the desired type of waiting treatment, and a callback request is only generated if the subscriber agrees to this with a callback connection. In order to increase the ease of use, the information of the calling subscriber is usefully received in a voice-controlled dialog.

In an expedient embodiment of the invention, a more flexible handling of the callback can be achieved if, when an operator becomes available, the entry at the top of the waiting field is removed from the waiting field, the information of the entry is delivered to the free operator and this is based on the information of the entry calls the subscriber specified therein. It is particularly irrelevant here whether the operator initiates the callback, for example by pressing a key, whereupon the callback connection is established, or the callback connection is generated automatically by the console without the operator having to confirm.

Advantageously, information relating to an operator selection that originates from the calling subscriber is additionally used in the generation of the recall call, and when an entry is removed only those entries are considered whose operator selection contains the free operator. The participant can provide the information e.g. as mentioned above or received as a suffix of the number dialed by the subscriber.

The invention and further advantages are explained in more detail below with reference to a non-restrictive exemplary embodiment, which relates to an operator service of a fixed telephone network. Here, the attached figures are used, which show in schematic representations:

1 shows the switching system for performing the operator service with the assigned operators;

2 shows the waiting field of the operator service; and

Fig. 3 em flow chart of the creation of an entry of the waiting field. Wherein m Fig. 1 shown Ver ittlungssystem OPS, on wel ^¬ chem the operator service is operated, only the displayed for the essential components, so far as the invention of concern. Subscriber Connections and (the figure m not shown) connecting groups are the consoles of the operator service OPS associated operators Opl, OP2, OP3 and the network subscriber TN1, TN2 ... TNx eingebun, in the fixed telephone network ^¬, for example as shown at the switching network KPN connected to the operator. In the example, three operators are assigned to the operator service; of course, the number of operators is arbitrary and can have any other value. To control the switching system OPS, a coordination processor COP is provided, which also assigns the subscribers TNx, who call with a service request, to the operators OP1, OP2, OP3.

A subscriber TNx who wants to use the operator service OPS requests this by dialing a service number which is assigned to the operator service in the telephone network. The connection request arriving at the operator service thus represents a service request. The request is answered when one of the operators OP1, OP2, OP3 is free by the connection request being put through by the coordination processor COP to the free operator.

However, it is assumed below that all operators OP1, OP2, OP3 are occupied by service requests from subscribers - not shown in FIG. 1. Further service requests can therefore not be dealt with immediately; instead, the COP carries out wait treatment for them. In known systems, for example, a recording is transmitted to the subscriber, for example with an announcement text "Please wait", and the request in question is placed in the waiting field WFD, usually at the end of the waiting field WFD implemented as a queue. When an operator becomes free, the >> to <-Λ o Λ ol

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desired part service or desired service features such as a preferred language. The information is stored in the creation of an entry in a data field dat and / or used to determine an operator selection opw, which specifies which operator (s) OP1, OP2, OP3 should respond to the entry.

Then it is determined how long the expected waiting time before answering is. This waiting time is determined according to a predefined method of a known type based, for example, on the utilization of the operator service, in particular the number of pending requests, and the processing time of previous service requests. If the expected waiting time is below a predeterminable lower threshold tl, for example less than 2 minutes, the request is held in the known manner as a waiting entry WTE of the queue, the calling subscriber TNx being informed by means of an automated announcement that his call will be handled in a short time.

However, if the expected waiting time exceeds the threshold value, waiting treatment takes place by means of a callback. A callback request RRE is generated using the subscriber number tnx TNx and m the waiting field WFD is arranged. The subscriber now receives an automatic announcement that his request has been registered and that he will be called back; favorably, the waiting time to be assumed can also be communicated to him. Then the connection is drawn.

The rrh of the callback delay is usually placed at the end of the waiting field. In a special case, an entry can also be placed in another position, the position being determined on the basis of, for example, the subscriber data and the existing entries in the waiting list. For example, it could be provided that a certain group of callers is given preferential treatment and that their requests or Call entries should therefore be placed before other callers are entered.

In addition to or instead of the lower threshold value t1 already mentioned, a second, upper threshold value t2 can be provided. If the expected waiting time is above the upper threshold t2, e.g. over 3 hours, incoming service requests are rejected, e.g. with an announcement that tells the subscriber that the service is busy and asks them to call again later and does not create an entry for the waiting field.

In a variant of the invention (not shown in FIG. 3), the decision regarding the type of waiting treatment can be left to the calling subscriber. For example, the position m that the participant m had in the queue and / or the expected waiting time is communicated to the participant in a voice-controlled dialogue and offered to him to remain in the queue, to be called back or to end the conversation without further treatment.

If one of the operators of the OPS service becomes free, for example the operator OP3, a suitable entry is taken from the waiting field WFD and answered. The removal can e.g. always be at the front of the waiting area (Fig. 2). Advantageously, the waiting field WFD is searched starting from the foremost position for an entry whose operator selection opw contains the free operator, and this output is extracted and the answer is used as a basis.

In this example, the most forward entry with an operator selection that contains the operator OP3 (shown in FIG. 2 by the number assigned to this operator, namely 3), is the entry with the subscriber number TN3 of the subscriber TN3. (The match of the number of the Operator and the participant is random.) This entry is now taken from the waiting field and the information of the entry is sent to the free operator OP3. On the basis of this information, the latter calls the subscriber TN3 back, for example by pressing a button on the console, which initiates a connection in a known manner, and in this way offers the subscriber the desired service. In a variant, the callback connection can be established automatically by the operator console and made available to the operator together with the information from the callback entry.

In order to avoid waiting times on the part of the operators, not only the entry positioned at the front of the waiting area, but also the penultimate or several entries positioned at the front of the waiting area is advantageously removed from the waiting area and a callback connection is established in each case. Advantageously, those entries are removed from the waiting field whose waiting time which is still likely to remain within the scope of the waiting treatment falls below a predeterminable threshold value or a predetermined waiting time. The called-back subscriber can, for example, be temporarily transposed with a corresponding announcement by which the end of the queue handling is indicated and the subscriber is forwarded to the desired operator or subscriber as soon as possible.

The initiation of a callback connection according to the invention to a specified subscriber within the framework of a waiting treatment implemented in the context of an operator service is in principle an advantageous further development of the ETSI standard - cf. ETS 300 357 - specified, ISDN-specific features "Callback on busy" - also known as "Call Completion on Busy Subscriber" or "CCBS" - which, however, can only be used for one subscriber line at a time. The "call back on busy" feature is one of the most complex features within ISDN-specific telephone networks. With this feature, a calling subscriber who encounters a busy B subscriber line can have an automatic callback initiated by the network when this subscriber is free again. In terms of signaling, the unsuccessful connection to the B subscriber is first drawn. The callback request is then entered in the destination switching center, the destination switching center determining when the B subscriber is free again or in the free state. The free state can be determined, for example, by regularly checking the switching status of the B subscriber. Alternatively, the transition of the subscriber-side status from "busy" to "free" can be selected or set as the trigger criterion or trigger criterion for initiating the callback. When the B subscriber is found to be free, it is first checked whether the A subscriber is also free, then the subscriber is called and then a connection is established to the B subscriber. The treatment of the feature - ie the checking of the B subscriber and the notification of the A subscriber - is carried out as end-to-end signaling between the two subscriber exchanges. The control of the feature is based on the SCCP end-to-end signaling connections and uses a TCAP-based dialog to exchange the end-to-end signaling data.

The method according to the invention represents a further development of the CCBS standard, the same procedures as CCBS being used for signaling the return formation from the B to the A subscriber - ie setting up SCCP end-to-end signaling associations and exchanging End-to-end signaling data using the TCAP dialog. In contrast to CCBS, other trigger criteria can be used in the method according to the invention. With the help of the method according to the invention, callback connections can be made as part of a waiting call.

Claims

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φ <cn P na r o? Ö M d a N tr <s d d o Φ a a PJ n φ

O • a <<! CΛ P na P> d

P φ o Φ d Φ T d P o Φ d Φ φ P Φ d ¹ P PJ PJ dd Φ P φ o Φ d φ O • J d PPP Pi d PJ φ d 3 P 3 PPP da φ d tj> CΛ d CΛ d PPP d ^! U rt φ tr na <φ CΛ P PJ rt 3 ω P tr a \ a na na φ tr na <Φ CΛ Φ

PP φ P d -— <Q ⁾ a P φ rt d ^ P ~> Φ o φ M er φ CΛ PPP φ P d ~ - - <dd na oa Z φ et P PJ d φ a P dda PP Φ 3 0 na oaz φ rt φ a φ Φ Φ φ Φ PO Φ na d Φ Φ az rt Φ dd PP d Φ Φ a φ φ Φ φ Φ P PJ

P d tr d P Pi P ω ω d CΛ P d O tr P φ et o tr P t P d tr d P ^J P Pl 0 dd Φ Φ nd PJ ω d CΛ et zd tr tu P a tr P rt Φ dd Φ φ nd J ω rt na d P Pl tr φ tr O Φ φ a rt φ na Φ aw PJ Φ rt d _- • rt na d P Pl tr φ tr O

P ω Φ d φ Φ cn P a P Φ Φ P P rt Φ 0 na P 0 Φ P CΛ Φ d Φ Φ CΛ P P

P rt P Φ φ _{^ ~} . d tu P a PJ φ d Pi ld P et φ d P ¹ d Φ dad PJ tu 33 na Z na na Φ _- • rt P Φ d

Hi Φ P P- P P φ rt Hl Φ P Pl d n

Hi P & Φ d φ φ P Pi φ Φ d CΛ P * • P a PJ Φ P d N Hi P & Φ d Φ Φ tr φ rt N Hi φ s: N ad W na d P na φ d P CΛ P ? ad Φ rt N Pi Φ ZP ¹ N Φ dd PJ Hi tr φ d Φ - - - 0 P Φ φ φ Φ et Hi CΛ dd PJ Pi tr Φ Φ dad tr φ 3 PPP nd ~~. a PP Φ CΛ! xi Φ Φ 0 rt ad tr Φ 3 P - P φ na d Φ o CΛ? d φ Φ d O & N d CΛ d tr d P PJ Φ na d Φ od φ - »P CΛ 3 d Pi Ό P ad P Φ CΛ Hi Φ a Φ O Φ dd φ P ω 3 d tu d CΛ 3 Φ P Φ d et CΛ rt O d Φ r 0- aa 0 CΛ 3 Φ soz P d PJ φ N Hl a - - - PP na d, -> PJNPOZP d PJ

N d O. -. d d P P P 1 Φ 0 o Z a rt et d d Φ φ PJ & N d o. -. d d P

Hi d tr Pl P tr φ Hi <P CΛ Ό P Φ Pl P Hi a CΛ Hi d er Pl P tr

O na o φ 2 ^■ , Φ d P φ et a Φ PP 0 Φ d Φ P Φ O na o Φ 2 * i ^ Φ

P φ Ό PP ¹ O PJ PNP Φ Φ P ad 0 PP do φ P φ Ό PP ¹ ou P a O φ 1 P rt et <P tr d tr 3 PJ dadd P ao Φ 1 P rt rt

Φ P P a Pl 3 P d φ Φ P Hl Φ et na d tr rt na T r? Φ P P a Pl 3 P d

P a PJ Φ 2 o 0 P P d O d 33 O d P Φ Φ P 0 na P a PJ Φ 2 O d d d et 3 Φ na

- d tr rt a P au P d tr d tr et PJ Φ O φ dd rt 3 X Φ d na d Φ OP CΛ P Φ d 3 P CΛ a N 3 P na P φ P φ d Φ OP CΛ na et P o 0 d <d 0 d PJ d et £ φ Φ Φ d rt a P na rt P odd 0

Φ Ό a φ φ o a na et Φ O • P P Pi. -. Φ Φ na Φ Ό a φ Φ o JP d φ Φ CΛ rt ddl P wad Hl ϊö PP d tu P d Φ Φ CΛ rt dd CΛ P Λ N d Φ NOP Φ Φ Φ P Φ! Λ d φ d CΛ P CΛ N

Hi rt * -. J φ tu na P s: dd P 'PP 33 Φ d M d rt Pi rt. -. u Φ PJ o et 2 Φ n 0 ω P ^J P φ rt ad PJ Ό a & na φ ^{> ι} o rt 2 Φ CΛ d

CΛ fτj O Φ P d ω d P Φ Φ PP Hi P ω T ⁾ O Φ P

Φ tr P »P rt tr na Φ Φ φ OJ - _^ P et PJ a 3 O Φ Φ tr P ¹ P rt tr na φ

P Φ CΛ N P Φ P P tr tr a na 33 d a Φ CΛ Φ P P P o P Φ CΛ N P Φ P rt P O Φ φ d P d et 3 Φ Φ Φ ^ Φ PJ φ d rt a d Ό rt P o Φ φ P 0

Φ TJ P cn a P d Φ d CΛ σ PP Φ d Φ Φ φ Φ • u P CΛ a P dzl \) <dn O d P a -— PJ rt PPP 0 z M <0 oo φ P Hi d 0 ¹ Ό na a N Φ

Φ <da P ddd 33 J φ P Pl 0 - Ό a P ¹ oo 0 a et d Φ d 3 PJ Φ CΛ Φ Pi Pl d PJ rt a _- • onda et φ

Φ n TJ φ P CΛ Φ P tr d 3 3 d P. -. P φ O na P o Φ o Φ P CΛ Φ P

CΛ tr s; rt tu Φ a P 33 tr tr 33 Φ d P rt P CΛ tr -. z et tu

Φ. ad Φ rt P PJ d PJ Φ P Φ qda 3 Φ φ Φ - -, - _^ a 0 Φ rt o 3 o Φ dd O na ada PP d P ö a Φ P> tr do 3 o Φ 0 0 o

Ό d rτj d cn P φ Φ 0- Φ rt d a <- - Φ 0 rt φ Ό d iχl d ω P

Φ J d CΛ n CΛ Λ 3 PJ CΛ φ φ do P 0 ¹ o φ tu d CΛ n CΛ

P dao tr & φ rt d et Pi P d P na H Pl O PJ a P da ^ - o 0 ¹ & Φ J Pi \ Ό Φ Hl P Φ a φ na na Φ d Φ dd φ PJ Pl Ό Φ Hi P rt na O Φ Φ CΛ o <! P φ P ¹ a ω φ P Hi P Φ a P rt na o Φ Φ CΛ O <

OP a PPPP Φ a P a Φ na Φ od P ¹ o P a PPPP

P d Φ d tu Φ a o rt P Φ d P φ PJ P P d ^ d <J P d Φ d PJ Φ a o

CΛ d P Φ et P Φ φ Φ P φ Φ P d tr 3 Φ d φ CΛ d P φ rt P Φ Φ

Φ a O d P s: dd 0 <rt na et J 0 ^{^} Z na P φ et ao 0 P p P Φ d P od Φ et 3 φ tr PP Φ 0

<1 CΛ d P 1 P d d P φ P <1 CΛ 0

P 1 a 1 na Φ OP 1 d P 1 1 1 1 1

ces in the busy state of all suitable operators or connecting lines for this request, a wait treatment is carried out, characterized in that when a request is waiting, an entry as a callback entry (RRE) with information relating to a call address (trn) relating to the calling subscriber and / or the calling party Containing information representing participants, generated and placed in a waiting field (WFD), whereby the request or a connection resulting therefrom is triggered, and that at least one of the entries in the waiting field (WFD) at one of the foremost positions (the) the Waiting field removed and, based on the information in the entry, a callback connection directed to the subscriber specified on the basis of the call address (trn) is initiated and possibly held, and that the callback connection is established between the specified subscriber and a free operator or a free connection line is ellt.

3. The method according to claim 1 or 2, characterized in that at the beginning of the waiting treatment for the request in question an anticipated waiting time is determined and, if this is above a predeterminable lower threshold value (tl), a recall entry

(RRE) is generated, otherwise the request (WTE) is placed in the waiting field.

4. The method according to any one of claims 1 to 3, characterized in that at the beginning of the waiting treatment for the request in question an to be accepted

Waiting time is determined and, if this is below a predefinable upper threshold (t2), a recall entry (RRE) is generated, otherwise the request is rejected.

5. The method according to any one of claims 1 to 4, characterized in that before the triggering of the request or the connection resulting therefrom, service-specific information (opw, dat) is received by the calling subscriber and used in the generation and / or sequence of the recall entry ,

6. The method according to any one of claims 1 to 5, characterized in that at the beginning of the waiting treatment from the calling subscriber information regarding the desired type of waiting treatment is accepted, and a recall entry (RRE) only if this information is the consent of the subscriber with a Callback connection included.

7. The method according to claim 5 or 6, characterized in that the information of the calling subscriber is received in a voice-controlled dialog.

8. The method according to any one of claims 1 to 7, characterized in that when an operator or a connection line becomes free at least one of the entries in the waiting field at one of the foremost positions is taken from the waiting field, the information of the at least one entry is delivered to the free operator and this calls back the specified participant based on the information in the entry.

9. The method according to any one of claims 1 to 8, characterized in that when generating the recall entry (RRE) originating from the calling subscriber, an operator selection-related information (opw) are used and that when removing an entry only that

Entries (ent ') are taken into account, in whose operator selection the free operator is included.

10. The method according to any one of the preceding claims, characterized gekennzei chnet that at least one of those entries is removed from the waiting field and a callback connection is initiated for which the anticipated remaining waiting time in the waiting field falls below a predefinable threshold or a predefinable waiting time.

11. The method according to any one of the preceding claims, characterized in that information representing the release of an operator or a connecting line is transmitted using the transaction capabilities part protocol (TCAP) based on signaling method No. 7 in the direction of the specified subscriber, the initiation of the callback connection takes place on the side of the specified subscriber.

12. The method according to any one of the preceding claims, characterized in that the operator service is formed by a plurality of subscriber connections arranged in the telecommunications network and combined to form a subscriber group.

13. The method according to claim 12, characterized in that the subscriber group is connected to the telecommunications network via a predetermined number of connecting lines or connecting channels.