WO2013171482A1 - Système et procédé permettant de contrôler des appels téléphoniques entrants - Google Patents

Système et procédé permettant de contrôler des appels téléphoniques entrants Download PDF

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Publication number
WO2013171482A1
WO2013171482A1 PCT/GB2013/051245 GB2013051245W WO2013171482A1 WO 2013171482 A1 WO2013171482 A1 WO 2013171482A1 GB 2013051245 W GB2013051245 W GB 2013051245W WO 2013171482 A1 WO2013171482 A1 WO 2013171482A1
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WO
WIPO (PCT)
Prior art keywords
caller
location
call
telephone
numbers
Prior art date
Application number
PCT/GB2013/051245
Other languages
English (en)
Inventor
Peter Longman
Chris JACKSON
Original Assignee
Care Monitoring 2000 Limited
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
Application filed by Care Monitoring 2000 Limited filed Critical Care Monitoring 2000 Limited
Priority to CA2873306A priority Critical patent/CA2873306A1/fr
Priority to AU2013261219A priority patent/AU2013261219B2/en
Priority to EP13732212.9A priority patent/EP2850820A1/fr
Publication of WO2013171482A1 publication Critical patent/WO2013171482A1/fr

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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
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42042—Notifying the called party of information on the calling party
    • 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
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H04M3/42068—Making use of the calling party identifier where the identifier is used to access a profile
    • 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
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42085—Called party identification service
    • H04M3/42102—Making use of the called party identifier
    • 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
    • H04M3/42348—Location-based services which utilize the location information of a target
    • H04M3/42357—Location-based services which utilize the location information of a target where the information is provided to a monitoring entity such as a potential calling party or a call processing server
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/10—Aspects of automatic or semi-automatic exchanges related to the purpose or context of the telephonic communication
    • H04M2203/1008—Calls without connection establishment for implicit information transfer or as a service trigger

Definitions

  • the present invention concerns monitoring systems for monitoring whether or not a person has reached or left one or more selected destinations.
  • CTI Computer Integrated Telephony
  • a disadvantage of such a system is that calls actually have to be completed by being answered at the central office. This causes additional expense and also takes time.
  • a problem with systems according to WO02/4394 is that they rely on the use of fixed landline telephones at the home of each person being visited for the care workers location to be identified. Not all homes have a fixed landline. Where there is a fixed telephone, there may be a delay between a care worker entering a home and finding the telephone. Additionally, many people are now used to the speed and convenience of using a mobile telephone. There are numerous benefits of using a personal mobile telephone over a landline telephone belonging to somebody else. For example the location of the mobile telephone will be known and it will be easy to access; contact telephone numbers that are personally used frequently may be stored and easily accessed in a local memory; a local history of calls made by the call worker may be stored in the memory; and the interface may be efficient and familiar.
  • Time delays between a care worker arriving, leaving or performing an action and it being recorded can be very important. Some agencies will bill per minute or even second so it is important to minimise both inaccuracies in time monitoring and any wasted time.
  • a concern of the present invention is to provide a simple yet efficient monitoring system, which at least mitigates some or all of the above problems.
  • An embodiment of the invention provides a monitoring system in which incoming calls remain unanswered (uncompleted,) i.e. no PIN numbers are initially required (or expenses incurred), and in which a call is returned automatically to the original caller.
  • a monitoring system for monitoring incoming telephone calls, including telephone calls with different called numbers, the system comprising an electronic processor and an associated database containing caller details with corresponding telephone numbers and details regarding locations and/or people to visit with corresponding telephone numbers, the system being adapted to: detect the originating number of the caller and the called number to which the incoming call was made; to store the time, date and number of an incoming call the originating number of which has been detected and store data representing the number to which the incoming call was made; and to identify the location of the caller/person being visited by the caller corresponding to the detected called number by referring to the associated database, and to identify the identity of the caller corresponding to the originating number by referring to the associated database.
  • the present invention can be implemented by a computer program operating on a standard desktop computer.
  • An aspect of the present invention thus provides a medium in which is stored processor implementable instructions for controlling a processor to carry out the method as hereinabove described. Further aspects of the invention will be apparent from the description and the claims.
  • FIG. 1 shows a general overview of a monitoring system incorporating the present invention
  • Figure 2 is a block diagram showing some of the hardware of Figure 1 in greater detail
  • FIG. 3 is a block diagram of the hardware involved in the monitoring system of Figure 1 ;
  • Figure 4 is a flow diagram of the operation of application software for the hardware of Figure 3;
  • Figure 5 is an embodiment of hardware for performing the location check of the process of Figure 4;
  • Figure 6 is a second embodiment of hardware for performing the location check of the process of Figure 4.
  • Figure 7 is a third embodiment of hardware for performing the location check of the process of Figure 4.
  • Figure 8 is a flow chart of a fourth embodiment for performing the location check of the process of Figure 4.
  • a mobile telephone network is shown at 1 comprising multiple base transceiver stations 12 which connects to a PSTN F (public service telephone network).
  • PSTN F public service telephone network
  • the network 1 allows a user to purchase a number, usually a 0800-number, which enables free calls to be made by the caller. Such numbers will be referred to hereinafter as "free call numbers”.
  • a caller dials the free call number and is then transferred to the call's final destination, which bears the cost of the call rather than the caller.
  • the PSTN F supports what is known as DNIS (Dialled Number Identification Service).
  • DNIS Dialled Number Identification Service
  • the recipient of a free call can not only (using CLI (Caller Line Identification)) identify the telephone from which the call was made, but also identify the number (such as an 0800 number) to which the call was made, i.e. the number dialled by the caller.
  • free call numbers are preferred in many instances, they are not essential.
  • DDI numbers direct dial-in numbers such as in an ISDN (Integrated Services Digital Network) system which direct dial numbers would carry a charge if a call were answered.
  • DDI Integrated Services Digital Network
  • Locations 2, 3, 2', 3' represent sites to be visited by a user of a monitoring system which house one or more clients needing care.
  • the monitoring system uses a telephone exchange 9, and a computer 4 including programmable electronic processor 4a, a database 5, a printer 6 and communicator 7, such as a modem, whereby data can be sent to clients via the Internet.
  • the database can, for example, comprise an external hard disk or internal memory space of the processor 4a.
  • the diagrammatic mobile telephones 19, 20, 21 and 22 each represent a different user with a different SIM (Subscriber Identity Module) card and therefore a different number with which they can be recognised by CLI.
  • SIM Subscriber Identity Module
  • Four are shown, but the number of phones associated with exchange 9 is not limiting.
  • each care worker will travel at least within his or her allocated region to a number of client locations 2, 3.
  • the locations 2 and 3 may not contain a telephone.
  • the locations need not contain a telephone since the system makes use of the plurality of mobile telephones 20, 21 and 22 on which calls are made when at locations 2 and 3.
  • the system may be used in combination with a fixed landline and telephone.
  • all the mobile telephones 19, 20, 21, 22 connect, via network 1 and PSTN , to the exchange 9 in such a manner that the exchange transfers the calls to a single number at the premises of the company carrying out the monitoring which hosts the computer 4 and database 5.
  • box 25 This is performed by box 25 and the number is transferred to the premises such as via an ISDN-30 connection 23.
  • an appropriate telephony card 24 in the computer 4 obtains the original (0800) or DDI numbers called using DNIS.
  • the system can operate without the use of 0800.... numbers or any other kind of "free call” number. Any number can be used provided that the caller has a number. The 0800 number prevents any misconception that the caller may be charged for the call.
  • monitoring system to be described can be used in a number of different ways. Firstly an organisation employing people who travel from place to place, such as home carers, can operate the system themselves. The monitoring system can also be used by one organisation to monitor activities on behalf of one or more other organisations.
  • the main hardware is a personal computer generally indicated at 10 which can be an IBM (RTM) or IBM compatible computer operating in a Microsoft Windows (RTM) environment though of course both the type of computer is not essential and the operating system need not necessarily be Windows based.
  • Alternative systems include DOS and UNIX.
  • the computer 10 is provided with a plug-in card 1 1 enabling the computer to receive calls from the telephone network 1.
  • a typical card is a Dialogic pro-card, part numberD/300 JCT manufactured by the Dialogic Corporation of the USA.
  • This plug-in card 11 interacts via Microsoft Windows (indicated at 12) with another software suite 13 such as the CT ADE product by Intel Corporation.
  • the CT ADE Software provides a means of interacting with the PSTN through a programming environment such as Microsoft Visual Studio.
  • a care worker uses his/her mobile telephone 20 to call a telephone number corresponding to the client/location 2 or 3 that they are visiting.
  • the care worker may call the number immediately on entering the location 2 or 3 without any delay
  • the telephone number which corresponds to the client/location 2 or 3 that they are visiting might be, for example a standard number plus the last 3 digits of the Clients reference number, and might be displayed in the Client Care plan at a suitable position in the building at the location 2 or 3 that houses the client or on the Care workers mobile phone.
  • the telephone numbers corresponding to, and preferably displayed in, each location 2 or 3 are included in the database 5 alongside details of the client present in that location and their care needs.
  • Such telephone numbers that correspond to clients/locations may be only provided for locations, which have no fixed telephone with the process in Figure 4 being used alongside a conventional process (such as those described in WO02/45394) for locations, which do have a fixed telephone.
  • the process in Figure 4 or other process according to the invention may be used for all locations including any that have fixed telephones in order to benefit from the advantages of using mobile telephones.
  • the application software 14 receives notification of an incoming call from suite 13 at step S10. For the purposes of this flowchart it is assumed that DNIS is available.
  • the application software checks if CLI is available. If not, the call is answered at step S 12 and a care worker is requested at step S13 to leave a voice message. In nearly all cases CLI should be available, if not the mobile phone 19, 20, 21, 22 can be re-programmed to ensure CLI is always available, and if so the process continues straight to step 14, the call is time logged and the source number corresponding to the SIM of the mobile telephone 20 identified. However the call is not answered and the circuit between the caller and the monitoring system 4 is not completed. This is achieved by the caller hanging up after step S8 within a short specified period, for example after two, three or four rings.
  • step S14 data representing the carer's identity is entered at step S14.
  • the care worker's number as identified either by CLI or the voice message is compared with care worker's details on the database 5.
  • step SI 5 a decision is made as to whether or not a match has been found in the database 5. If the incoming CLI number is not matched with a care worker who has been given a mobile telephone, the call is answered at step S220, a welcome message is played at S222 and a voice sample is requested at S224. Information associated with scheduled visits is then looked up and compared with the voice sample to see if there is a match between the carer and the schedule at S228. If there is a match, the carer is asked to confirm their identity at S230.
  • the carer is then asked whether they would like to use the number that they are calling from as the stored number in the system at step S232. If they do, then the number is stored as the number associated with the carer in the database. Otherwise, the number that is associated with the carer will be reverted to the next time that they call.
  • the process continues to match the DNIS to client details on the database at step S17 and the remainder of the process is performed.
  • the details of the incoming call are stored at step S16 in the database 5, as there is a possibility that the monitoring system will not yet have been informed of a new carer mobile number.
  • step S202 it is assessed as to whether or not this is the first call from the carer and whether there is a voice sample on record for the carer. If it is not the first call from the carer, then the process moves to step SI 7. If at step S202 it is determined that this is the first call from the carer, the call is answered at step S204. A welcome message is played at step S206 and then at S208 a voice sample is requested from the carer. The process then moves to step SI 7, where DNIS is used to lookup the client/location details in the database 5. The voice sample requested at step S208 is compared with details relating to the carer that are stored in the database 5.
  • DNIS is used to lookup the client location details in the database 5.
  • the number called at step S8 which corresponds to a clientAocation 2 or 3 is diverted by box 22 in exchange 9 to a single number at step S10, but the original number called is recorded.
  • the client/location details can include the telephone number of a telephone registered as being associated with that client/location. Usually this will be a fixed landline telephone located at the location of the client, but could be the client's mobile telephone. If at step S18 a match cannot be found, the telephone call is answered at step 240, a welcome message is played at step S242. The caller is asked to authenticate the client. If the answer is yes, a voice sample is requested at step S244.
  • the voice sample is looked up and compared with voice samples relating to the scheduled visits at S246. If there is a match, then the wrong number may have been dialled and the caller is informed of the correct number that should be dialled in relation to the client at S250. If there is no match between the voice sample and the scheduled visit, the caller is informed that this is the case at S252. If the caller is not able to authenticate the client, they are informed at step S254 that the location is unknown.
  • the information is stored in the database 5 in step S16 as there is a possibility that the monitoring system will not yet have been informed of a new client number.
  • step SI 8 the details of the client are matched to the database 5, the process proceeds to step S210, where it is determined if this is the first call from the client. If it is the first call from the client, the call is answered at step S212, a welcome message is played at step S214 and a voice sample is requested from the client at S216. An attempt is then made to match at step S 19 the time of the call with a schedule of times stored in database 5. The voice sample requested at step S216 is compared with details relating to the client that are stored in the database 5. Additionally the final details of the call are stored in the database. The final details will include the client location and the carer's identity if these were available.
  • step S210 If at step S210 it is determined that this is not the first call from the client, the process proceeds to an attempt to match the time of the call with a schedule of times stored in database 5.
  • step S26 it is determined whether to check that the care worker is at the location they claim to be at. If it is determined to check the process continues to step S27. Whether or not the location is to be checked, details of the call are stored at step S16. In order to minimise cost and/or time taken, in some systems step S27 occurs randomly on 10 % of occasions. In other implementations the percentage can be anywhere between, and including 0 to 100%. Rather than occurring randomly, step S27 may occur after a set number of runs through step S26 summed for all, or at least a plurality of the care workers so that an individual care worker would not know when their next check at step S27 will occur.
  • step S27 hardware or methods are used to verify if the care worker is at the location corresponding to the CLI number in conjunction with locator 14' (which in one form may be part of the application software 14). Examples of suitable hardware and processes are shown in Figure 5 to 8 and described below
  • step S28 the computer 4 compares the measured location details from step S26 with the details obtained from step S14. If the details match then this is recorded in memory and the process continues to step S30, where a successful match is recorded. If the details do not match, this is flagged by computer 4 at step S29.
  • the actions taken after step S29 which might include disciplinary steps, can then be determined by the company based on the stored information and depending on their practice.
  • step S20 the application software 14 takes the phone off-hook and at step S21 dials the stored telephone number of the care worker's mobile phone 20, waits a predetermined number of seconds when the dialled number rings and at step S22 hangs up without a call having ever been completed/answered.
  • the monitoring system will be acting for a plurality of customers each of whom will have a number of people making regular visits and who will require to have regular reports on the dates, times and extent of the visits.
  • step S23 the application software separates matched and unmatched incoming numbers, collates at step S24 the matched number in accordance with the client to which they belong, generates data showing whether or not a matched call corresponds to a scheduled visit and generates one or more reports. These can be displayed, printed by the printer 6 for onward transmittal or sent at step S25 to the clients via the internet connection 7 or other suitable electronic media, e.g. leased line or dial-up modem.
  • suitable electronic media e.g. leased line or dial-up modem.
  • steps S20, S23-S25 are optional and that the acquired data can be processed in other ways provided that information corresponding to CLI and DNIS is available or equivalent.
  • the monitoring system automatically returning a call to the originating number of the call at S21 is optional. Once again this call is not answered and the monitoring system is programmed to hang up after a short predetermined period, for example two rings. This sequence is carried out at the start of a visit.
  • a call is once again made using mobile telephone 20 to the monitoring system, which follows the same procedure.
  • a clear record is made of both the start and end times of the visit. Again because the care worker carries the mobile telephone 20 they can make the exiting call simultaneously with exiting the location 2, the system provides more accurate results regarding the exact times and durations of visits.
  • the caller then proceeds to the next location, location 3, and the procedure repeated carrying their particular mobile telephone 20 with them.
  • the system can respond differently for example in order to give the caller assurance that the correct number has been dialled into the system without requiring a response call, though of course this may be given also.
  • the system presents the caller with a busy tone after a predetermined number of rings such as two rings.
  • the system can be used to notify the caller of whether they are making an arrival or departure call by varying the number of rings that the caller hears on ring-back at step S21 (e. g.l ring for arrival, 2 rings for departure).
  • This works by programming the system to recognise where the caller is calling in for the first time from a particular number and then recognising where the caller is calling for the second time from that same number during the same visit. This can be done by matching calls to Care Plans or by ensuring that the caller makes all calls exactly in sequence i.e. 1 call in and 1 call out for every visit. It would assume that the correct number of calls were made for each visit for example.
  • the different types of visit events can thus be readily identified.
  • One useful application of this process is to record whether the caller is arriving at a client's home at the start of a visit or leaving a client's house at the end of a visit. So, for example, the caller could allow the phone to ring three times on arrival and five times on departure.
  • the application software can be programmed to vary the number of times it makes the client's telephone ring during the ring back process. This could be the same number of times the caller rang or a different number e. g. two for arrival and three for departure. Again, in all cases, there is no requirement for either the initial call or confirmation call to be answered in order for visit details to be recorded. Calls can be connected, however, if desired.
  • a message is sent to the care worker's mobile telephone number as identified either by CLI (or the input PIN).
  • This message is normally sent as an SMS text message but other forms of message such as email or instant message can be used.
  • the message sent includes a four digit ⁇ (other numbers of digits may be used and whilst PIN sometimes implies only a purely numerical identifier is it used here to cover any character including text and so that the PIN way be a word) and may be accompanied by instructions informing the care worker of the actions they should take in steps S44 and S46.
  • the monitoring system After a predetermined delay (e.g. of thirty seconds) following the sending of the message, at step S42 the monitoring system makes a call to a telephone number associated with a telephone of the client that was found in the carer/location details in step SI 7. This will usually be for a fixed landline telephone in the location 2 of the client. Because of earlier instructions and/or the instructions in the message sent at step S40 the care worker knows that they should answer any call to the client's telephone that is made very shortly after receipt of a relevant message on their mobile telephone 21 and/ or shortly after they have made a call in accordance with step S10.
  • a predetermined delay e.g. of thirty seconds
  • step S44 it is determined whether the call made in step S42 has been answered. If it has the process proceeds to step S46. If it is not answered within a predetermined time period (e.g. two minutes) then the process proceeds instead to step S50.
  • a predetermined time period e.g. two minutes
  • step S46 the system plays a recorded message to the client telephone answered at step S44.
  • the recorded message informs the telephone answerer (which should be the care worker) to enter the PIN that was sent to their mobile telephone 20 via a message.
  • the care worker is then expected to enter the PIN contained in the message sent at step S40, using the keypad of the client telephone.
  • step S48 the system reads the ⁇ entered and checks it against a record of the PIN sent at step S40 to the care worker who reported that they were at the relevant client/location via their call at step S10. If the PINs match then the process continues to step S16 with the location of the care worker having been confirmed. If they do not match the process may proceed to step S50.
  • a second message (again preferably an SMS text message) is sent to the mobile telephone 20 of the care worker.
  • This message informs the care worker that the PIN was incorrect or that the verification call made in step S42 was not answered and asks for an explanation to be given by return message.
  • the care worker may then send a reply message setting out reasons why the call was missed or PIN incorrect.
  • any reply message is stored against the records of the care workers alongside data of their visits. The process then proceeds to step S29. Information stored at step S52 can be used to influence what steps if any are taken after step S29.
  • PINs can be incorrectly entered the care worker may be given more than one chance to enter it correctly. Typically they may be given three chances. The likelihood of guessing a four digit PIN in three guesses is very small and is considered low enough to be used for financial transactions. The extra chances can be given through a number of different mechanisms.
  • the care worker may simply be informed in the second message sent at step S50 that they may repeat the whole process starting from step S10. The process is then repeated and the only change to the process on subsequent run-throughs following an incorrect ⁇ or inability to answer a call is that after the maximum number of attempts (e.g. three) has expired the second message at step S50 no longer gives the care worker the option of trying again but instead informs them that their number of attempts has expired.
  • Another mechanism is the inclusion in the second message of a request to the care worker to telephone a particular number from the client's telephone and re-enter the ⁇ .
  • Another alternative is that an incorrect PIN is followed by a repeat of the call at step S42 with the recorded message informing the care worker that the previous call was missed and/or that the PIN was incorrect.
  • step S48 and step S16 the care worker may be informed that the PIN was correct such as by sending a message to the car worker mobile telephone 20 or by the confirmatory ring back process described above with reference to Figure 4.
  • the client's telephone is a mobile telephone rather than a fixed phone connected to a landline this is sub optimal in confirming the location of care worker at step S27.
  • the client mobile telephone may be moved from the client location it is unlikely that it will be in possession of the care worker unless they are at the client location.
  • the process in Figure 8 may still be used as the default process at step S27 but one of the described alternatives may occasionally be used to check the location of the client telephone to check that it is at the client's location when being used to confirm the location of the care worker.
  • the PIN (and preferably the accompanying instructions) may be sent to the client telephone (such as via a recorded message that the care worker listens to) and entered into the care worker's mobile telephone.
  • This alternative can be useful if the client's landline telephone uses a rotary dial rather than DTMF and is therefore not usable to enter a four digit PIN.
  • the system may also allow a user to enter a PIN (even using a rotary dial telephone) verbally and use voice recognition software to determine whether the entered PIN is correct.
  • step S46 An additional or alternative mechanism for verifying the identity of the care worker at step S46, the care worker is asked to provide a voice sample. The care worker is prompted to leave the voice sample after a tone. Voice recognition software is used at step S48 in order to compare the voice sample with a database of voice samples, rather than comparing an entered PIN with text, as previously described. If the samples match, this is recorded, otherwise the carer is asked to provide a reason why the samples do not match and the process moves to step S29. This process is most appropriate when there is a fixed landline.
  • a voice sample from the client may be used to verify that the carer is at the appropriate location. This is particularly beneficial in cases where there is no fixed landline.
  • a voice sample is requested from the client. The voice sample is to be left after a tone, for example.
  • the voice sample is then compared at step S48, using voice recognition software, with a database of voice samples in order to verify the identity of the person leaving the voice sample. If the samples match, this is recorded, otherwise the carer is asked to provide a reason why the samples do not match and the process moves to step S29.
  • voice samples are requested from both the carer and client at step S46.
  • the voice samples are then compared, using voice recognition software, with voice samples in a database at step S48. In the case that both voice samples match corresponding voice samples in the database, the result is recorded. If either of the voice samples does not match voice samples in the database, the carer is asked to provide a reason as to why this is the case and the process moves to step S29.
  • i/the care worker may be required to answer a telephone call to mobile telephone 20 and give an answer to a question which would be difficult to answer for someone not present or very familiar with the location; ii/ a resident may be required to speak a set phrase or word into mobile telephone 20 and have their voice compared to a database of voice samples from residents of locations to be visited, using known voice recognition software, iii/a unique barcode present at the location 2 is required to be photographed by a camera on the mobile telephone 20 and sent in a data file to be compared to a database of barcodes present at locations of clients to be visited, iv/ a unique RFID tag is present that the location 2 and required to be read by an RFID reader given to the careworker, which is preferably connected or integral with mobile telephone and the reading may be sent in a data file to be compared to a database of RFID signatures present at locations to be visited.
  • the photograph and/or RFID reading may seem be time stamped and stored locally such as in data storage integral to the mobile telephone 20. Random occasional checks in accordance with S26 can then be carried out after the event by comparing the location/client that is found to corresponding to the photograph or reading to the matched client details at step S 15 for a telephone call (S10) that occurred at the time recorded on the timestamp.
  • a system according to the invention can be provided which enables sophisticated call handling in particular in relation to attaching a type of event such as arrival or departure of a carer from a site to data stored in relation to an incoming call thereby to process a further incoming call from the same number depending on the type of previous event.
  • a call monitoring system can be provided which enables call handling dependent on the origin of the incoming call such as in relation to an area code such as an STD region, or an actual number thereby for example to enable preferential call handling in a queuing system dependent on the incoming call number.
  • the word medium is used to refer to any computer readable manifestation of a computer program that can enable a computing apparatus to run as intended. This may preferably be a physical non— transitory storage medium or may be a signal such an electromagnetic signal sent over the internet.
  • the computer program can be obtained in electronic form for example by downloading the code over a network such as the Internet.
  • a phone 110 substantially similar to phone 20 but also including a GPS (Global Positioning System) device 550.
  • GPS Global Positioning System
  • radionavigation/positioning devices might be used such as devices configured to use Galileo.
  • step S27 takes place the GPS location of the phone 20 is measured by device 550 and transmitted to the apparatus 10 by SMS text message or other suitable means. This is achieved by suitable programming of the phone 20 processor, the programs for which may be downloaded from computer 4 via communicator 7.
  • the application software 14 On receipt of the GPS data at computer 4, the application software 14 translates the GPS related data in to a form corresponding to location data stored in the database 5 It is then possible to check whether the location calculated from the number dialled by the care worker at step S17 actually corresponds to the GPS information relating to the same building in the database 5 at step S28.
  • step S27 The frequency with which step S27 is taken can be varied and optionally may always be taken, making step S26 redundant.
  • Presently use of GPS and a text message is likely to increase costs and therefore might be used sparingly. Even if used very sparingly making the application of the check random means that care workers will still risk being caught if attempting to cheat the system by remembering/storing numbers corresponding to certain locations 2, 3 and calling theses numbers even when at a different location.
  • Radiolocation using the mobile network 1 has the advantage that the mobile phones 20 do not require GPS devices 550. However such radiolocation may still incur charges from the mobile telephony operator and may require a text message or similar to transmit the data to computer 4.
  • FIG. 6 Another embodiment of implementing step S27 is shown in Figure 6.
  • a SIM card 660 attached to a wire 670 at connection point 662, where wire 670 is in turn permanently attached to an item of large furniture 680 or to a wall.
  • the SIM card may be provided as a free "pay as you go" card available from mobile telephone companies and will have its own unique number
  • connection point 662 the wire 670 may be permanently fixed to the SIM card such as by having the card overmoulded around the end of the wire 670.
  • connection point 662 may comprise a security device tab or sensor (such as the device sensor described in GB2287339) which triggers an alarm if the SIM card 660 and wire 670 are separated.
  • step S27 the care worker makes a further call to the exchange 9 but with the SIM card 660 inserted in their phone 10.
  • the computer 4 can recognise the number corresponding to the SIM card 660 and therefore to the location 2, and then compare this to entries in database 5.
  • step S27 it can be used on every visit to the location.
  • a known approach to identifying a care worker and location as described in WO02/45494 (such as in Figure 6) can be used but using a mobile phone 20 with SIM card 660 rather than a landline telephone though some of the advantages of using mobile telephones may then be mitigated.
  • SIM card with connection point 662 e.g. where the SIM card holder is located beneath a battery and the battery is required to be in place to make calls
  • the SIM 660 may be provided unattached. This is generally considered less preferable since a care worker may mistakenly or deliberately move the SIM away from its appropriate location.
  • FIG. 7 is shown another embodiment for operating step S27.
  • a security/authentication token 880 is provided which is attached by fasteners 882, such as screws, or by glue to a wall or heavy furniture 680.
  • the token 880 displays, on a display 884, a different number, with a predetermined number of digits, every time a button is pressed or every time a fixed time period (e.g. one minute) expires.
  • the sequence of numbers displayed by the token 880 is determined by an algorithm (such as a one way hash chain) understood only by application software 14 or by a third party computer in communication with the computer 4.
  • Suitable tokens and algorithms are known for authentication of an individual (such as RSA's SecurelD or VeriSign or Vasco DigiPass) but have not previously been used for identification of a location.
  • the embodiment shown in Figure 7 allows such a token 880 to identify the location.
  • the care worker may be required to press a button on the token 880 or simply read the number at the appropriate time in order to obtain a number.
  • the care workers then texts (or communicate by other similar method) the number they read for the token display 884 to the computer 4 calling the number corresponding to the location 2.
  • the algorithm stored for the location 2 identified by CLI from database 5 it can be determined by application software 14 if the number in the text corresponds to the number that ought to be being displayed by the token 880 at that time.
  • This number can only be known by a person able to press the button and/or read the display of the token 880 and since the fasteners 882/glue assures that the token 880 stays at the correct location, the care worker who enters the correct number in the text must be at the correct location 2.
  • the location 2 is determined by the token 880 implementing an algorithm that displays on the display 884 the last four digits of the telephone number the worker has to telephone in order for the computer 4 to determine their location.
  • the organisation running the system would have purchased a number of free phone numbers of the same format, say 0800 123 ####, where the last four digits vary.
  • the display 884 shows the numbers "1234".
  • the worker would dial the free call number of the format 0800 123 ####, where #### is determined by the number displayed on the display 884. Therefore, the worker would telephone 0800 123 1234.
  • the token is programmed, preferably with a unique key or seed (for example a one way hash function) using the built in clock of the token 880, to display the four digits, which would change at a pre-set time interval, preferably one minute.
  • the four digit number displayed would also need to correspond to a valid free call number, which would be reflected in the algorithm undertaken by the key.
  • the key or seed for each token 880 would be known to the central computer 4, and therefore the number displayed at on the display 884 at location 2 at a particular time would be known to the computer 4.
  • the user calls the displayed number, and is identified as described above, using the number dialled and the time the computer 4 is able to determine at which location the number was displayed and therefore the location of the user.
  • the algorithm used to generate the number would ensure that the number displayed at a house at a particular time is unique in that moment of time. This would allow the computer 4 to determine the location of the caller with certainty.
  • the cost of purchasing the numbers or the availability of the numbers may mean that a particular number is displayed in two or more houses at the same time.
  • the identification of the location can be further aided by the fact that the user has to telephone twice during a visit to a location, at the start and at the finish of their visit.
  • the key used to generate the numbers for each token 880 is preferably unique, the chances of the same number appearing twice at two or more locations at the same time become much smaller (dependent of course on the number of lines available, the number of users, the key used etc.) thereby allowing the location to be determined with a high degree of certainty.
  • the predicted user location information may also be used.
  • two separate locations 2 may display the same number to call at a given time with one number assigned to a house in Birmingham and the other to a house in London
  • the computer 4 would be programmed to recognise that it is unlikely that the user who is expected to be in Birmingham would be in London and therefore be able to identify the user from the predicted location.
  • This may additionally be supplemented by information from the user's mobile telephone, such as nearest cell phone tower or the base station through which the call has been routed.
  • Other methods for determining an approximate (or accurate) location of a mobile telephone such as phone mast triangulation, GPS tracking etc may also be used.
  • the changes to the number displayed may follow a set sequence, which would be programmed in the token 880 and known to the central computer 4.
  • the set sequence of numbers is non-obvious to prevent a user from predicting what a number would be at a given time to prevent a user from potentially subverting the system.
  • the use of set sequence of numbers has advantages in determining the location of a user.
  • a particular set sequence may be used to cover all locations (where the number of locations is less than or equal to the number of available telephone lines) in a geographical area, where the starting point of the sequence being different for each location. This ensures that within a defined geographical area no two locations show the same number at the same time.
  • the computer 4 uses the expected location of the user to determine which geographical area from which they are calling. Again, those skilled in the art would realise that if different sequences are used in different geographical locations, the likelihood of the same number being displayed at two locations when a user enters and leaves the location becomes much smaller.
  • the above embodiment preferentially has a set number with the final four digits that vary
  • the number, and position, of digits that vary may be changed without deviating from the general principle of the invention.
  • the number of subscribers to a system and the costs involved in purchasing large numbers of telephone numbers four digits is the preferred option.
  • each relevant location 2, 3 may be given a significant number of telephone numbers corresponding to them, with each of these number stored in the database 5 alongside the client and location details. Part of these telephone numbers e.g., the first three digits may be identical for each location 2, 3 with the other digits (e.g. four digits) being different.
  • the token 880 in location 2 may then use an algorithm which makes the token display 884 swap between that location's associated telephone numbers in a sequence only known by the computer 4 or third party computer in secure communication.
  • the care worker may then be instructed that at step S8 they should call a number comprising the first three digits of the location 2 and the digits displayed on token 880 (e.g. at the correct time or after pressing a button).
  • the computer 4 then identifies the location 2 from the database 5 and also checks that the number dialled is at the valid point in the sequence of numbers. This latter step prevents a care worker simply remembering numbers and dialling them from a different location since they do not know which number will be expected in the sequence.
  • some locations 2, 3 may share some of the same numbers provided they are at different points in the sequence cycle.
  • the number on the tokens 880 changes on a press of a button on each visit, this has the disadvantage that if the locations are visited a different number of times then two locations could end up out of phase in their sequence so that they both use the same shared number at the same time.
  • By analysing the official visit schedule before calculating the order of the sequences this possibility can become very unlikely. Even if it is to occur it is unlikely to cause a large problem for location verification since the care workers will not know when and where the number sharing will occur. The chances of a care worker actually being at location 2 whilst pretending to be at location 3, and it being location 2 and 3 that share the same generated number at that point in time are very small.

Abstract

L'invention se rapporte à un système de contrôle permettant de contrôler des appels téléphoniques entrants, y compris des appels téléphoniques avec différents numéros appelés, ledit système comprenant un processeur électronique et une base de données associée qui contient les coordonnées de l'appelant avec des numéros de téléphone correspondants et des renseignements relatifs à des localisations et/ou des personnes à qui rendre visite accompagnés de numéros de téléphone correspondants. Ce système est conçu : pour détecter le numéro d'origine d'un appelant et le numéro appelé qui constitue la destination d'un appel entrant ; pour mémoriser l'heure, la date et le numéro de l'appel entrant dont le numéro d'origine a été détecté et mémoriser des données représentant le numéro qui constitue la destination de l'appel entrant ; et pour identifier, par consultation de la base de données associée, la localisation de l'appelant/de la personne à qui l'appelant rend visite qui correspond au numéro appelé détecté, et déterminer l'identité de l'appelant correspondant au numéro d'origine par consultation de la base de données associée.
PCT/GB2013/051245 2012-05-14 2013-05-14 Système et procédé permettant de contrôler des appels téléphoniques entrants WO2013171482A1 (fr)

Priority Applications (3)

Application Number Priority Date Filing Date Title
CA2873306A CA2873306A1 (fr) 2012-05-14 2013-05-14 Systeme et procede permettant de controler des appels telephoniques entrants
AU2013261219A AU2013261219B2 (en) 2012-05-14 2013-05-14 System and method for monitoring incoming telephone calls
EP13732212.9A EP2850820A1 (fr) 2012-05-14 2013-05-14 Système et procédé permettant de contrôler des appels téléphoniques entrants

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
GB1208419.0 2012-05-14
GB1208419.0A GB2504650A (en) 2012-05-14 2012-05-14 Monitoring incoming telephone calls to identify the location of a caller / person being visited by the caller corresponding to the detected called number
GB1209288.8 2012-05-23
GBGB1209288.8A GB201209288D0 (en) 2012-05-14 2012-05-23 Reverse look up monitoring system

Publications (1)

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WO2013171482A1 true WO2013171482A1 (fr) 2013-11-21

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EP (1) EP2850820A1 (fr)
AU (1) AU2013261219B2 (fr)
CA (1) CA2873306A1 (fr)
GB (2) GB2504650A (fr)
WO (1) WO2013171482A1 (fr)

Citations (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB2287339A (en) 1994-03-08 1995-09-13 Ies Integrated Electronic Syst Security sensors
US5646839A (en) * 1990-05-29 1997-07-08 Mcic Communications Corporation Telephone-based personnel tracking system
WO2002004394A1 (fr) 2000-07-06 2002-01-17 Millennium Petrochemicals, Inc. Commande de processus pour la fabrication d'acide acetique
GB2369748A (en) * 2000-11-30 2002-06-05 Care Monitoring 2000 Monitoring system
WO2002045494A2 (fr) 2000-12-06 2002-06-13 Deltagen, Inc. Souris transgeniques comportant des disruptions du gene recepteur du glucagon
WO2012066332A1 (fr) * 2010-11-16 2012-05-24 Care Monitoring 2000 Limited Système de contrôle de la recherche inverse

Family Cites Families (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP1031071A2 (fr) * 1998-04-15 2000-08-30 Cyberhealth, Inc. procédé et SYSTEME pour faire le suivi de visites
WO2002039643A2 (fr) * 2000-11-13 2002-05-16 Trantis, Llc Dispositif mobile de suivi destine a l'industrie du transport
US20090202058A1 (en) * 2008-02-07 2009-08-13 Mamoon Tariq Khan Telephonic automated action system

Patent Citations (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5646839A (en) * 1990-05-29 1997-07-08 Mcic Communications Corporation Telephone-based personnel tracking system
GB2287339A (en) 1994-03-08 1995-09-13 Ies Integrated Electronic Syst Security sensors
WO2002004394A1 (fr) 2000-07-06 2002-01-17 Millennium Petrochemicals, Inc. Commande de processus pour la fabrication d'acide acetique
GB2369748A (en) * 2000-11-30 2002-06-05 Care Monitoring 2000 Monitoring system
WO2002045394A2 (fr) 2000-11-30 2002-06-06 Care Monitoring 2000 Limited Systeme de surveillance
WO2002045494A2 (fr) 2000-12-06 2002-06-13 Deltagen, Inc. Souris transgeniques comportant des disruptions du gene recepteur du glucagon
WO2012066332A1 (fr) * 2010-11-16 2012-05-24 Care Monitoring 2000 Limited Système de contrôle de la recherche inverse

Also Published As

Publication number Publication date
GB201209288D0 (en) 2012-07-04
CA2873306A1 (fr) 2013-11-21
AU2013261219B2 (en) 2017-08-17
GB201208419D0 (en) 2012-06-27
GB2504650A (en) 2014-02-12
AU2013261219A1 (en) 2015-01-22
EP2850820A1 (fr) 2015-03-25

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