Patent Application
20110255447
The features disclosed herein relate generally to network systems and methods and more particularly to devices, systems, and methods for call screening, redirection, and selected access for particular accounts.
When accounts are in particular states, such as the “Suspended” status, subscribers may be able to make only outbound calls to “911” or to call a predetermined customer care number manually programmed into the system. Accounts in the Suspended status cannot receive any incoming calls. In such situations, paper letters are sent to delinquent customers as the means of contacting the customers.
A problem arises in that a service provider's customer care agents or other employees, whose numbers typically change dynamically, may not be able to reach such subscribers by telephone. Further, certain critical alert calls from local police are often from contract companies and/or different departments within any number of local and/or federal government agencies, and may not reach such subscribers. Paper letters do not allow interactive discussion for better collection and retention results. There has been no mechanism to handle selective call admission, e.g., for suspended accounts.
The following presents a simplified summary of the disclosed features in order to provide a basic understanding of some aspects of the disclosure. This summary is not an extensive overview of the disclosure. It is not intended to identify key or critical elements of the disclosure or to delineate the scope of the disclosure. The following summary merely presents some concepts of the disclosure in a simplified form as a prelude to the more detailed description provided below.
Some embodiments of the disclosure provide mechanisms to easily manage deactivation and reactivation of end user accounts responsive to billing and other information. For example, when a change of status event occurs, a decision tree allows for various processing of the event. The status change may, for example, be when a payment from a user has not been received after an allotted time period. This event may be sent to the user via his phone, Internet, wireless link or other provider service and certain consequences may ensue. Most typically, the consequence is that the user's service is interrupted. However, this interruption prevents a user from effectively communicating with the service provider to negotiate payment plans or to reactivate the service. Where the user's inbound calls are blocked, the service provider is entirely dependent on the user calling the service provider or sending paper mail. This is problematic where the user stays passive or has decided to switch services. In these situations, it is desirable for the service provider to be able to call the user and initiate contact. Additionally, where the issue is more complicated than simply calling a number and paying a bill, inbound calls are also desirable. For example, it may be a service issue that prompted the non-payment. Managing the allowable inbound calls in such a situation is more complicated because static and/or dynamic calling party lists need to be associated with the number.
Aspects of this disclosure provide a system, method, and networked device for managing and screening inbound calls from a selected set of numbers, locations, and organizations to go through to an account that has been suspended or otherwise deactivated and to easily manage the list of allowable callers in a centralized manner.
A more complete understanding of the disclosure and the advantages thereof may be acquired by referring to the following description in consideration of the accompanying drawings, in which like reference numbers indicate like features, and wherein:
In the following description of the various embodiments, reference is made to the accompanying drawings, which form a part hereof, and in which is shown by way of illustration various embodiments. It is to be understood that other embodiments may be utilized and structural and functional modifications may be made without departing from the scope of the disclosure.
The disclosed embodiments enable service providers, call centers, customer service agents, contracted third parties, and/or certain emergency agencies to call a suspended or otherwise deactivated account. The disclosure provides examples of configurations for network elements and logic flows to support such functionality.
In a service provider's system, customer care agents can put an account in a “Suspended” administrative status when the account is delinquent, for example. Customer care agents may be service provider's employees and/or may be outside contract employees whose numbers typically change dynamically. For example, where the customer care employees are working from home or remote offices, those employees are typically linked into the customer care system via a call center. As the customer care agents and/or contract employees change, the numbers change in the call center. Further, emergency-type alert calls, from local police for example, are often from contract companies and/or different departments within a local government agency. Consequently, these numbers also dynamically change.
It is desirable that a service provider's customer care agents or any other provider-designated agents (e.g., emergency alert provider's, for example), having the ability to originate calls from a variable set of phone numbers, can still make calls to these suspended accounts, to discuss the account status and/or provide emergency alerts, for example. This communication capability increases both the collection and retention of the delinquent accounts.
One method to implement such capability is to utilize a termination attempt trigger on CMS in an implemented infrastructure, such as a SIP infrastructure. Instead of putting delinquent subscribers in the “SUSPENDED”-type status, which would prohibit all inbound calling, one type of the capabilities described herein keeps delinquent users in an “ACTIVE” status to allow inbound call processing. In addition, these subscribers may utilize a termination attempt trigger (TAT) that points to a SIP trunk-group to an appropriate server such as a SIP Route Proxy (SRP). Call processing of all the inbound calls to such suspended subscribers will invoke the trigger and send the calls to the SRP. The SRP, together with the ENUM server (or another type of telephone number management server), may be configured to function as the Suspend Inbound Call Screening (SICS) server to perform the screening function of inbound calling to the suspended subscribers.
A list of allowable calling numbers may be provisioned on an ENUM server as NAPTR records. One method of implementing this list is using a billing system to, for example, set the user's status (e.g., active, suspended, or delinquent) and a call center server to provide listings of allowable calling party numbers. If a calling number is on the list, the ENUM server may be configured to provide a positive response to the SRP and the SRP may be configured to return a well-formed SIP Invite back to the terminating switch for completion of the call to the suspended endpoint. If the calling number is not on the list, the ENUM server may respond with a URI including a dummy suspended DN at a CMS domain selected from a list of equally weighted forwarding CMS. The SRP may then be configured to handle the proxies server to send the SIP Invite according to the URI. The dummy suspended DN is an “actually suspended” DN which does not accept any inbound calls. A caller from a calling number not on the list typically will reach the dummy suspended DN on the forwarding CMS and will hear a suspend announcement.
While the above call flow has been described in general terms, a more specific call flow is provided below which is particularly useful to minimize traffic congestion and better balance the overall network flow.
The Session Router may be configured to act as a programmable proxy to implement the SICS Application Server (AS). Algorithms may be utilized to meet the requirements for call processing required by the various Call Agents. This algorithms may have any number of different behaviors. For example,
In some embodiments, a local policy is utilized for call routing. For example, for calls that were routed to an interface on the telecommunication provider's network may be redirected on the next hop by consulting an ENUM system such as the SICS announcement server ENUM domain. The results of the ENUM lookup may be based on a determination of whether caller is allowed or disallowed. For allowed calls, the ENUM lookup may be configured to return a naming authority pointer (NAPTR) record that routes the call to the original calling domain name via a loopback interface configured on the SIP route proxies (SRP). Embodiments may process the allowed calls as follows, for example: A routine stores the header value as well as the hostname of the CMS that sent the call, for example.
The next hop of the call may be determined by the new route header. Further, since the new route header contains the hostname of the originating CMS, the call may also be routed back to the originating CMS.
For disallowed calls, the ENUM lookup may return a Name Authority Pointer (NAPTR) record that routes the call to a suspended domain name via a hostname. The hostname may be configured to be a session-group on the SIP route proxy, which contains a list of equally weighted CMSs through which the disallowed call can be routed. The SIP route proxy may then be configured to choose the appropriate CMS and routes the call there.
A collection of 10 least-loaded switches may be selected as the suspend announcement CMS (SA-CMS). The servers providing suspend announcement may be configured with a dummy DN. The DN may be put in the “Suspended” administration status. Since SRP does not have the capability to modify the user part of the Invite messages sent to SA-CMS, the dummy DN may be the same across all of the switches that have been selected as SA-CMS. Any reserved number, 9999999999 for example (10 9's), may have been chosen as the dummy DN. Disallowed callers will hear the suspended service announcement, such as “The number you dialed is not accepting call at this time.”
A nationwide allowable calling number list may be maintained. Instead of determining the possible callers for specific markets and regions and trying to match region-based call centers/collection agencies information to server-specific allowable calling lists, a nationwide list may be maintained on ENUM (or another telephone number management server) to screen calls to all the markets. The numbers on the list may be able to call the soft disconnect customers in any markets.
Exemplary configurations may use any of a number of different switches such as, for example, a Cedar Point Safari switch and/or an Acme Packet suspend server. It will be clearly understood to one of skill in the art that the invention is not limited to any particular brand of switch or server.
Although exemplary embodiments have been described in terms of telephone services over a network such as a wireless, twisted pair, cable, fiber, coax, and/or fiber/coax network, embodiments disclosed herein may be utilized for any type of content or network, including data audio and video; and any type of communications system, including RF transmission, wireless broadcast, wireless networks, internet protocols, etc.
One or more aspects of the disclosures may be embodied in computer-usable data and computer-executable instructions, such as in one or more program modules, executed by one or more computers, processors, or other devices. Generally, program modules include routines, programs, objects, components, data structures, etc., that perform particular tasks or implement particular abstract data types when executed by a processor in a computer or other device. The computer executable instructions may be stored on a computer readable medium such as a hard disk, optical disk, removable storage media, solid state memory, RAM, etc. As will be appreciated by one of skill in the art, the functionality of the program modules may be combined or distributed as desired in various embodiments. In addition, the functionality may be embodied in whole or in part in firmware or hardware equivalents such as integrated circuits, field programmable gate arrays (FPGA), and the like. Embodiments may be implemented in software to be provided to existing central system systems and servers, and to interface devices and DVRs. Further, embodiments may be embedded in the hardware or firmware of new equipment.
Although the subject matter has been described in language specific to structural features and/or methodological acts, it is to be understood that the subject matter defined in the appended claims is not necessarily limited to the specific features or acts described above. Rather, the specific features and acts described above are disclosed as example forms of implementing the claims.
