Patent Application
20050213567
This invention is directed to a method and system for providing telephony services, and more particularly, to a method and system for providing Voice over Internet Protocol (VoIP) telephony products.
Modern day telephony can be traced back to a day in 1876 when Alexander Graham Bell's uttered the words, “Come quickly Watson, I need you” over what became known as the first telephone. As the demand for telephones and associated infrastructure increased, the required number of connections became unwieldy. Providers of telephone service (service providers) began routing voice calls through local electromechanical switching systems housed in central offices (CO). Such older switching systems included crossbar switches configured to complete connections between input and output telephone lines. Of course, as the number of central offices grew commensurate with the increased call traffic, switching equipment became more sophisticated.
In the early 1980's digital switching systems designed to carry digital traffic, including voice and data, began replacing the older electromechanical switching systems. Accordingly, signaling protocols, and control and switching functionality became more robust, and improved digital transmission methods using trunk carriers (T-carriers) such as T1, T2, T3, T4, etc., became prevalent. For example, an originating analog telephone signal was converted into a digital signal, transmitted via a T1 carrier using one of any number of protocols (e.g., time division multiplexing (TDM)), digitally switched at the central office(s) and converted back into an analog signal by the class 5 local end office switch at the destination end.
Usage charges, including long distance tariffs, typically depended on telephone network usage which was proportional to the amount of time used and the distance of the called party from the originating calling party. As a result, telephone users desiring to keep telephone usage costs to a minimum either decreased the amount or duration of long distance calls made or they (e.g. businesses) subscribed to flat rate services enabled by wide area telephone service networks.
In the early to mid-1990's, computer technology and telephony began to converge with the addition of modems for transmitting data from one computer to another via the telephone infrastructure, or the public switched telephone network (PSTN). Internet Service Providers (ISPs) also began providing Internet subscriber's access to the Internet for a fee. As the number of computer terminals increased and Internet data traffic increased, Internet computer networks, interlinked via network hubs, expanded significantly. Over time, traditional low-speed dial-up connections gave way to higher speed modems. Again, charges for telephone line usage were predicated on the amount of time used and the distance along the PSTN from the originating calling party to the ISP.
The resulting increased data traffic needs were addressed, in part, by fiber optic links that provided higher and more efficient bandwidth usage. With the increase in available bandwidth, reduced data latency and with the proper software, it became possible to bypass the PSTN used by traditional phone carriers and use the Internet to carry voice calls. This is known as voice delivery using the Internet Protocol (IP). Typical telephone usage charges could therefore be replaced by the lower-priced usage charges offered by an ISP.
The early days of Voice over Internet Protocol (VoIP) were marred by poor audio quality provided by the earlier VoIP protocols. To remedy this, a variety of protocols evolved under the guidance of various standards committees (e.g., Internet Engineering Task Force, International Telecommunications Union) and industry leaders. One of these protocols referred to as the real-time protocol (RTP), primarily addressed Quality of Service (QoS) issues by ensuring data packet delivery in a timely and predictable fashion.
Unfortunately, even with RTP, it is difficult to guarantee QoS using PSTN. Optimal VoIP service is possible however, using private networks managed by an Internet telephony service provider (ITSP) such as Primus Telecommunications, Inc. Because proper equipment selection, calibration and maintenance of servers, routers, switches, etc., by the ITSP allows ITSP equipment performance to be monitored and data capacity to be managed, the ITSP can deliver QoS superior to that which is provided by the public networks.
In the mid- to late-1990's VoIP was available to “hobbyists” who outfitted their personal computers with the necessary VoIP access software and hardware (e.g., speaker, microphone, etc.). VoIP calling was then possible via their personal computer to other suitably configured computers. Thus, in addition to the poor audio quality achievable in the early days of VoIP, both the caller and the called party were required to coordinate calling times and have access to their personal computer and the Internet.
As VoIP technology became more sophisticated, PSTN phones in conjunction with small adapter devices, such as an analog telephone adaptor, dispensed with the need for specialty configured personal computers when placing a VoIP call. As a result, the market for VoIP calls has expanded beyond the hobbyists to mainstream consumers wishing to save money is on long distance phone calls. A number of methods and systems have been proposed that seek to capitalize on the expanding VoIP market.
One such method and system disclosed in U.S. Pat. No. 6,714,535 to Herh, entitled “Method and System for Unlimited Use of Telephony Services Over a Data Network Without Incurring Long Distance Calling Tolls” (“the '535 patent”) discloses a method for providing IP telephony services to individual customers over a data network and a method for providing telephony services to various locations of an entity. The individual customers and entities enter into a service plan with an IP service provider. The service plan allows unlimited use of the IP telephony services supported by the IP service provider who maintains a gatekeeper to provision subscribed customers and entities and to facilitate data flow of its subscribed customers and entities.
The service plan described in the '535 patent contemplates monthly or periodic payments by the subscribed customer for a predetermined time period. This, of course puts the onus on the service provider to provide both personnel and systems to track monthly or periodic billing and payments. In addition, the costs associated with providing such personnel and systems are passed along to the subscribed user.
The system configuration disclosed in the '535 patent includes the use of gateway phones that are adapted to function as a “regular” telephone yet include a network function or computing device capable of data communication through a data network interface with any data processing devices. The gateway phones are coupled to and located somewhere between the data network (e.g., the Internet) and a respective telephone network to ensure that the subscribed customer is charged only for a local call to be connected to a gateway phone. Thus the gateway phones are not necessarily co-located with the subscribed customers and entities. As a result, the subscribed customer may not have the ability to take advantage of their VoIP service from a location remote from the gateway phone because the gateway phone is not necessarily portable.
In general, a method and system for providing Voice over Internet Protocol (VoIP) telephony products to purchasers is disclosed herein. Purchasers of the VoIP products are provided VoIP telephony calling capability via an ITSP network. The method and system includes providing an online tool to the purchasers where the online tool enables online purchasing of the VoIP telephony products. The method and system further includes detecting an order for a VoIP product(s) by a purchaser via the online tool, forwarding the order to the ITSP network and receiving an order confirmation from the ITSP network. The order includes data for provisioning the VoIP product in the ITSP network. The order confirmation indicates successful purchasing and provisioning of the VoIP product. The purchaser may be a reseller who resells the VoIP products (“resellers”) to an end customer. Alternatively, the purchaser may be the end customer.
Specifically, an embodiment of the invention discloses a method and system by which the ITSP sells VoIP products to resellers. The VoIP products are preferably purchased from the ITSP via one of a number of prepayment plans. It is contemplated that the VoIP products may also be purchased from the ITSP via one of a number of line-of-credit plans. The resellers can then provision and resell, at a profit, VoIP products in the form of provisioned VoIP products in smaller increments to an end customer (“customer”). VoIP phone calls associated with the customer, both incoming and outgoing, may then be routed via the ITSP's global IP network, resulting in a substantial cost savings to the customer, and possibly to the customer's caller, as compared to traditional telephone usage charges.
Another embodiment of the present invention discloses a method and system by which an ITSP sells provisioned VoIP products directly to consumers.
In addition to providing a lower cost alternative to traditional telephony, the method and system of providing VoIP telephony products according to the disclosed invention precludes the need for the ITSP to maintain personnel and systems to track monthly or periodic billing and payments associated with customers. Instead, in one embodiment the reseller preferably “pre-pays” the ITSP for their VoIP products. The reseller can then structure their sales relationship with the end customer without negative financial impact to the ITSP.
The method and system of providing internet VoIP products according to the disclosed invention also permits the customer to easily relocate their VoIP call origination location by simply moving their provisioning device (e.g. an ATA) to that location. Moreover, unlike other prior art methods and systems, the disclosed invention permits the customer to call virtually any PSTN phone, either landline or wireless, from their PSTN phone. BRIEF
While the present disclosure may be susceptible to embodiment in different forms, there is shown in the drawings, and herein will be described in detail, embodiments with the understanding that the present description is to be considered an exemplification of the principles of the disclosure and is not intended to limit the disclosure to the details of construction and the arrangements of components set forth in the following description or illustrated in the drawings. For example, although described herein as a method and system for providing VoIP products to resellers of VoIP products, it is contemplated that VoIP products could also be sold directly to the end customer, using similar methods and systems.
Referring to
To provision their VoIP products, a customer is provided with a provisioning device 14, for example an ATA device, suitably configured for the ITSP's VoIP architecture 10. The provisioning device 14 is typically provided by the reseller via the ITSP who incorporates the provisioning device 14 in the ITSP VoIP architecture 10 via the ITSP's equipment configuration files. A suitable provisioning device 14 may also be supplied by the customer provided that it is approved for use by the ITSP and is incorporated in the ITSP VoIP network via the ITSP's equipment configuration files. In a preferred embodiment, the reseller enters data related to the customer's provisioning device 14 when provisioning the VoIP products. The provisioning device 14 is configured using ITSP specific parameters that include a unique identifier, herein referred to as a SIP User ID, or an IS #, associated with a particular customer. The provisioning device 14 is typically co-located with the customer PSTN phone 12 to convert public switched network phone (PSTN) signals into digital packets suitable for transmission via the Internet and the ITSP ATM/IP network 26, and vice versa. However, other provisioning device location configurations are possible.
Thus, with provisioned VoIP products, a customer having the PSTN phone 12, the provisioning device 14, and the broadband modem 16 linked to the Internet 32, can place calls to any PSTN phone in the world at a cost savings. Similarly, a call from any PSTN phone in the world can be routed via the ITSP system 18 to the customer PSTN phone 12 and may result in a cost savings to the calling party. For example, if the provisioned VoIP telephony products purchased by the customer include one or more direct inward dialing (DID) numbers, for example a Florida DID number, a person placing a call from within Florida can dial the Florida DID number associated with the customer, and be connected to the customer even if the customer (and his/her ATA device) is on another continent (e.g., Australia). Thus, a business may purchase multiple DID numbers associated with different locales to relieve their business customers of the burden of having to dial long distance and/or overseas phone numbers to reach them, for example.
In addition, because a properly configured provisioning device 14 is portable and recognizable by the ITSP's IP network (via an ITSP configuration file), a customer may easily move their provisioned VoIP service to another location. For example, a customer and his/her ATA device may relocate from Virginia to Chicago. A new IP address assigned to the relocated ATA device by the customer's local ISP is correlated to the customer's IS# by the ITSP vocal softswitch 22. As a result, a calling party in Virginia may not be aware that the customer has relocated from Virginia to Chicago. Further, the calling party may avoid charges typically associated with a long distance phone call.
Briefly, during operation the provisioning device 14 converts calling party PSTN dial tone signals, received from the customer PSTN phone 12 into digital packets (or datagrams). The digital packets are routed via the Internet 32 and the ITSP ATM/IP network 26 to the vocal softswitch 22. Upon receipt of the digital packets, the vocal softswitch 22, using a series of look-up tables, identifies the provisioning device 14 and acknowledges digital packet receipt to the provisioning device 14. In addition, the vocal softswitch 22 determines the best route, via the ITSP ATM/IP network 26, to the called party PSTN phone 20. Call set-up, routing and authentication are enabled using the session initiation protocol (SIP). Subsequent voice signals from the customer PSTN phone 12 are digitized and routed through the Internet 32 and the ITSP ATM/AP network 26 to the ITSP voice gateway 24, where they are converted from Transmission Control Protocol/Internet Protocol (TCP/IP) to time division multiplexed (TDM) signals suitable for receipt by the ITSP voice switch 28. The TDM signals are switched and routed by the ITSP voice switch 28 through the PSTN 30 to the called party phone 20. If applicable to the calling party, telephone usage charges are incurred only as a result of the “last mile” from the local class 5 end office switch on the PSTN 30 to the called party PSTN phone 20. Therefore, significant cost saving can be realized for any globally originated VoIP call on both inter and intra country calling because a significant portion of the call is transmitted via the Internet 32 and the ITSP ATM/AP network 26, rather than over the PSTN 30.
The reseller configuration 39 includes the reseller 60 and his/her PC 61 coupled to the Internet 32 via a cable, DSL or other broadband modem 62. Although coupled via a cable or modem, it is contemplated that the reseller may have access to the Internet via a wireless device such as a PDA or a wireless telephone. It is also contemplated that the access may include other wireless links such as a satellite link.
Each of the customer configurations 36 and 38 represent one customer equipment configuration that may be utilized to place VoIP calls. Customer configuration 36, representing a business or retail customer, includes two customer PSTN phones 12 coupled to a provisioning device 14 coupled to a cable or DSL broadband modem 16 via an optional router 17. Similarly, customer configuration 38 representing a business or call shop customer, includes five customer PSTN phones 12 coupled to a private branch exchange 13 (PBX). More or less PSTN phones 12 may be utilized depending on the size of the business. The PBX 13 is coupled directly to the PSTN 30 and to a multi-line provisioning device 15. The multi-line provisioning device 15 is adapted to convert PSTN signals from the five PSTN phones 12 into digital packets suitable for transmission via the Internet. The multi-line provisioning device 15 is coupled to a cable or DSL broadband modem 16 via an optional router 17. Although coupled via a cable or modem, it is contemplated that the link to the Internet may further include a radio frequency link using one of a variety of technologies such as Wireless Fidelity (“Wi-Fi”), Bluetooth™, code division multiple access (“CDMA”), global system for mobile communications (“GSM”), etc.
The ITSP vocal softswitch 22 is preferably configured with five servers, the heartbeat server (HB) 40, the user agent marshall server (UAM) 42, the call detail records CDR server (CDR) 44, the provisioning server (PS) 46, and the Redirect server (RD) 48, having specific functionality as described below, however other server configurations are contemplated. The UAM 42 is responsible for user authentication, message translation and collection of detailed billing, the RD 48 is responsible for routing choices, the PS 46 is responsible for maintaining information about end users, the various ITSP servers, the dial plans and the overall system configuration, the CDR 44 receives and stores call detail records, and the HB 40 is responsible for monitoring the other servers of the ITSP vocal softswitch 22. In addition, the CDR 44 is coupled to the ITSP back office 50 for billing purposes.
The ITSP Back Office 50 includes a middle tier server 53, a billing system server 54 coupled to the middle tier server 53, and a CDR database 55 coupled to the middle tier server 53 and the CDR 44. The middle tier server 53 is also coupled to the PS 46. A fulfillment server 57 is also included in the ITSP back office 50 and is coupled to the middle tier server 53 to log/ship/track provisioning devices sold to the resellers. Alternatively, an outside vendor (e.g., United Parcel Service (“UPS”)) may be utilized to accomplish the log/ship/track function.
The ITSP front office 52 includes a web sever 56 coupled to an authentication system 58 and the Internet 32. Also included is a trivial file transfer protocol (TFTP) server 51 coupled between the Internet 32 and the middle tier server 53 to “hold” and transfer configuration files requested by the provisioning device 14 or the multi-line provisioning device 15. As described below, the web server 56 provides the web pages required for the online reseller management tool and the online customer tool (i.e., the reseller's browser retrieves the web pages from the web server 56). The web server 56 is also coupled to the middle tier server 53. Upon request by the web server 56, the middle tier server 53, among other things, retrieves data and/or information from the back office systems (e.g., the billing system 54, the CDR database 55) used to populate the web pages of an online reseller management tool and an online customer tool (discussed below). A remotely located reseller 60 (or reseller's customer) having a personal computer (PC), a personal digital assistant (PDA), a suitably configured cellular phone, etc., with Internet access, may therefore access the online reseller management tool and the online customer tool via their personal computer 61.
Although not separately illustrated, for purposes of receiving web page requests, purchase requests, CDR requests, usernames, password, information, and other data, the web server 56 may include a network receiver (e.g., an Ethernet interface circuit electrically coupled to the Internet via an Ethernet cable) operatively coupled to the Internet 32 and various computers/servers of the SIP based VoIP architecture 34 in a well known manner. Similarly, for purposes of transmitting web pages, reseller and customer information, billing information, CDR information, and other data, the web server 56 may include a network transmitter (e.g., an Ethernet interface circuit electrically coupled to the Internet via an Ethernet cable) operatively coupled to the Internet 32 and various computers/servers of the SIP based VoIP architecture 34 in a well known manner. The web server 56 may also include a database interface to enable sending to and retrieving data from the database 74, an authorization module for receiving and authorizing user names and/or passwords associated with registered resellers and customers, and one or more management modules for controlling overall operation of the web server 56. In addition, other servers of the SIP based VoIP architecture 34 may be similarly configured.
It should be appreciated that although the illustrated controller 66 is a preferable implementation of the present invention, the present invention may also include implementation via one or more application specific integrated circuits (ASICs), field programmable gate arrays (FPGA), adaptable computing integrated circuits, one or more hardwired devices, or one or more mechanical devices.
One manner in which the web server 56 may operate is described below in connection with one or more flowchart(s) that represents a number of portions or routines of one or more computer programs, which may be stored in one or more of the memory devices 70 of the controller 66. The computer program(s) or portions thereof may also be stored remotely, outside of the web server 56 and may therefore control the operation from a remote location.
As mentioned above, a method and system is described herein where an ITSP sells the VoIP telephony products to resellers, and where the resellers provision the VoIP products (via an online tool) and then “resells” the provisioned VoIP products to a customer. The method and system is also described herein where the ITSP sells provisioned VoIP telephony products via an online customer management tool directly to end customers. The VoIP products and ITSP provided provisioning devices are preferably “pre-paid” but “line-of-credit” transactions are contemplated. The method may include one or more of (1) defining a number of VoIP products using preselected VoIP product parameters, (2) providing electronic access to the VoIP products to registered resellers via an online reseller management tool and/or to end customers via an online customer management tool, (3) enabling provisioning of the VoIP products when the VoIP products are purchased via the online reseller management tool and/or the online customer management tool, and (4) providing an additional online customer tool to the resellers and the customers to check the status of calling activity associated with the purchased VoIP products. The method and system further includes (5) providing an ITSP administration tool. The ITSP administration tool enables the ITSP to manage financial functions associated with, for example, reseller purchases of the plurality of VoIP products. Additionally, the method and system includes (6) providing a technical support scheme to ITSP resellers and customers to remedy technical problems associated with their purchased VoIP products.
First, the controller 66 detects selection of a VoIP product by a purchaser using the online tool (step 86). Because each of the VoIP products requires provisioning via a provisioning device (e.g., the ATA 14), the purchaser must indicate whether the ITSP or the purchaser/purchaser's customer will provide the necessary provisioning device for the selected VoIP product. The purchaser indicates the provisioning device provider via the online tool. Therefore, after detection of selection of a VoIP product, the controller 66 detects the provisioning device provider for the selected VoIP product (step 88). In addition to identifying the provisioning device provider, provisioning includes configuring the provisioning device(s).
If the purchaser indicates that the provisioning device provider is the purchaser/purchaser's customer, then the controller 66 will enable order placement upon detecting a type Media Access Control (“MAC”) address and serial number of the customer provided device (step 90). If the purchaser indicates that the provisioning device provider is the ITSP, then the controller 66 will enable order placement upon detecting a type selection and a location configuration (e.g., behind a firewall, network address translation, DID number) of the ITSP provided provisioning device (step 92). If the purchaser is a reseller, then he/she selects the provisioning device for the selected VoIP product on behalf of the end customer.
In addition to provisioning device selection, provisioning also includes, for example, generating reseller/end customer numbers and accounts, shipping provisioning devices, creating an associated device configuration file, and populating ITSP servers with the necessary configuration information. For example,
Referring again to
Referring to
Next, in response to receipt of an acknowledgement by the vocal softswitch 22 (step 326), the middle tier server 53, in communication with the authentication system 58, creates an authentication record associated with the IS # (step 328). The authentication system 58 responds with a password associated with the IS # (step 330). The middle tier server 53, in communication with the fulfillment server 57, requests that the fulfillment server 57 deliver the ITSP provided provisioning device to the customer (step 332). In response, the fulfillment server 57 provides the MAC address of the shipped provisioning device to the middle tier server 53 (step 334). The middle tier service 53 then creates a device configuration file and communicates it to the TFTP server 51 (step 336). In response to an acknowledgement from the TFTP server 51 (step 338), the order is confirmed to the reseller 60 via the web server 56 (step 340, step 342). Upon receipt and installation of the device 14 to the customer PSTN phone 12, the provisioning device identifies itself to the TFTP server 51 (via the IS #) and requests that its configuration file be downloaded (step 348) from the TFTP server 51. Upon receipt of the configuration file (step 350) the provisioning device indicates a ready state (step 352) and VoIP phone calls may be placed and received via the customer PSTN phone 12.
Referring to
In response to receipt of an acknowledgement by the vocal softswitch 22 (step 380), the middle tier server 53, in communication with the authentication system 58, creates an authentication record associated with the IS # (step 382). The authentication system 58 responds with a password associated with the IS # (step 384). The middle tier server 53 then creates a device configuration file and communicates it to the TFTP server 51 (step 386). In response to an acknowledgement from the TFTP server 51 (step 388), the order is confirmed to the reseller 60 via the web server 56 (step 390, step 392). Upon installation of the provisioning device to the customer PSTN phone 12, the device 14 identifies itself to the TFTP server 51 (via the IS #) and requests that its configuration file be downloaded (step 395). Upon receipt of the configuration file (step 396) the provisioning device indicates a ready state (step 397) and VoIP phone calls may be placed from the customer PSTN phone 12.
(1) Defining a Plurality of VoIP Telephony Products Using Preselected VoIP Product Parameters
Preselected VoIP telephony parameters associated with the VoIP telephony products may include International VoIP Reseller rates, shipping fees for provisioning device(s) (e.g., ATA devices, SIP phones, multi-line gateways, etc.), fees such as activation fees, service fees, DID fees, taxes, to name a few. The ITSP, using its business model information, market conditions, cost information, equipment availability, etc., can “package” the VoIP products in any number of arrangements, depending on the desired parameters.
(2) Providing Electronic Access to Purchase the Plurality of VoIP Products
In an embodiment of the disclosed invention, the resellers are provided access to an online reseller management tool. The online reseller management tool enables the reseller to order VoIP products and manage customer accounts of his/her customers purchasing the VoIP products from the reseller. Referring again to
For example, the web server 56 does not keep a current list of which DID countries and cities are available for use. Instead, upon request by the web server 56, the DID countries and cities available for use by a reseller are retrieved from a database of the billing system 54. Similarly, when the reseller 60 places an order for VoIP products via the online reseller management tool, the web server 56 forwards the reseller's order information to the middle tier 53 which then processes it. These processes may include, for example, checking the reseller's credit or balance, creating a new service record in the billing system 54 to show a new customer account, creating a new service record in the vocal softswitch 22 so that customer calls can be properly processed, forwarding a message to a service delivery department of the ITSP to ship VoIP provisioning devices 14 to the reseller 60, creating a device configuration file (see,
Similarly, in another embodiment, end customers may be provided with access to an online customer management tool that is configured to operate in a similar fashion to the online reseller management tool.
For example,
Upon detecting successful entry of the reseller's user name and password, the controller 66 enables reseller access to a displayed reseller service selection page (step 106). The reseller services page preferably provides links to balance information, VoIP product information, order placement, customer tracking information, and trouble ticket submission and review. For example,
Referring again to
Referring again to
Upon selection of one of the VoIP products from the product order page 160, the reseller can proceed to the next step of the order process or cancel the order and return to the exemplary product information page 150. Upon detecting selection of a “Proceed” link 161 of the product order page 160, the controller 66 displays an equipment provider information order page 170 (step 113). As illustrated in
Based on the identity of the provisioning device provider supplied by the reseller, the controller 66 will display a configuration set-up page. As illustrated in
If the reseller selects the ITSP-provided option displayed on the equipment provider information order page 170, the controller 66 displays the exemplary ITSP configuration order page 190 illustrated in
If the reseller indicates via the configuration order page 190 that one or more DID numbers are to be added to the selected VoIP product(s), the controller 66 displays the exemplary DID configuration order page 200 (step 117). As illustrated by
After detecting entry of the required DID information in the appropriate fields of the DID configuration order page 200, or detecting selection of “Proceed” links on either the equipment provider information order page 170 or the customer provided equipment information order page 180, the controller 66 displays a summary page (step 116).
The exemplary order summary page 210 provides a detailed table of the resellers selection(s), and includes an order number, the provisioning device name, the provisioning device type, the product type, the dollar value, whether a DID number was purchased, the location number, whether the provisioning device is behind a firewall, and whether the provisioning device includes a NAT. The order summary page 210 also includes an edit and a delete button for each entry displayed, a total dollar amount charged for the reseller's current transaction, shipping charges and the reseller's available credit balance.
Referring again to
Referring again to
As mentioned in connection with
Referring to
Referring again to
Although not specifically mentioned in connection with each of the above discussed screen shots or pages, it should be understood that the reseller can exit the reseller access routine 101 at any time using one of any well-known means (e.g., selecting the appropriate link, closing the browser).
Although illustrated using the exemplary screen shots described above, it is contemplated that the online reseller management tool may include more or less screen shots and/or may include different screen shots incorporating more or less fields and/or button links. Thus various embodiments of the online reseller management tool can be used in conjunction with the method and system for providing VoIP services to resellers
As mentioned above, in another embodiment, the ITSP may provide provisioned consumer VoIP products directly to customers. The customer, using an ITSP provided online customer management tool and his/her credit card, may select from one of a number of VoIP products, and provision the VoIP products to form provisioned VoIP products, much like a reseller. Like the online reseller management tool, the online customer management tool preferably includes web pages that enable the customer to view VoIP products, to view VoIP product details and rates, to prepay for VoIP products, to select between using ITSP provided provisioning device or using their own provisioning device to enter provisioning device configuration details to provision the VoIP products, etc. Like the online reseller management tool, the online customer management tool preferably includes an interactive web page allowing the customer to add value, or credit, to their existing account. Accordingly, the SIP based VoIP architecture of
(3) Enabling Provisioning of the Plurality of VoIP Telephony Products
As mentioned in connection with
(4) Providing an Online Customer Tool to the Plurality of Resellers
The customers of the resellers will preferably have access to an online customer tool to view information associated with their provisioned VoIP telephony products.
For example,
Upon detecting successful entry the customer's user name and password, the controller 66 enables customer access to a customer CDR page displaying their call detail records (step 404). For example,
The customer CDR page 440 also includes tab links to additional web pages. Selection of the FAQ tab link 456 causes the controller 66 to display a FAQ web page.
(5) Providing an Administration Tool Enabling an ITSP to Manage a Plurality of Financial Functions Associated with Purchases of the Plurality of VoIP Products
An administration tool is preferably provided to enable the ITSP to perform a number of financial functions associated with providing provisioned VoIP products. These functions may include setting pre-payment amounts (e.g., the reseller's deposit amount) or credit limits, setting discount percentages, setting rate table to be used for prepaid VoIP products purchased by resellers, viewing the resellers credit balances and the like, matching reseller's payments to their accounts, to name a few.
(6) Providing a Technical Support Scheme to ITSP Resellers and Customers
Workflow or technical support is preferably included to enable the ITSP to provide technical VoIP product support the reseller and to enable both the reseller and the ITSP to provide technical VoIP product support to the customer. For example,
In response to the request for the trouble ticket, the controller 66 displays the online trouble ticket page (step 504).
Next, a remedy ticket 553 associated with the trouble ticket 551 is generated (step 506) is response to receiving a request. The request for the remedy ticket 553 may be initiated by an account manager on behalf of a reseller, by a reseller on behalf of a customer, and directly by the reseller or the customer, depending on their status with the ITSP. Upon completion of the remedy ticket 553, it is made available to a first level tech support (step 508), preferably via an online tech support tool. Similarly, the remedy ticket is made available to the online reseller management tool (and possibly the online customer management tool) (step 511) for access by resellers and customers.
Upon receipt of the remedy ticket 553, the first level tech support may do one or more of the following depending on the problem. The first level tech support confirms the operating system and physical connections of the device, verifies the customer's account, determined the device compatibility with the associated ITSP infrastructure, performs test SIP VoIP calls and analysis of failed call terminations, and confirms ISP connection and functionality. If the problem is resolved by the first level tech support, the resolution is indicated on the remedy ticket 553 and the ticket is closed (step 510).
If the problem is not resolved by the first level tech support, the remedy ticket 553 is provided to the second level tech support (step 512). Upon receipt of the remedy ticket 553, the second level tech support may do one or more of the following depending on the problem. The second level tech support verifies the trouble shooting steps performed by the first level tech support, and performs analysis of the ITSP gateway and associated network. If the problem is resolved by the first level tech support, the resolution is indicated on the remedy ticket 553 and the ticket is closed (step 510).
If the problem is not resolved by the second level tech support, the remedy ticket 553 is provided to the third level tech support (step 514). The third level tech support performs, among other things, a detailed analysis of the device, and configuration and network operability. The third level tech support resolves the problem, provides a resolution indication on the remedy ticket 553 and the ticket is closed (step 510).
While several embodiments of the disclosure are shown and described, it is envisioned that those skilled in the art may devise various modifications and equivalents without departing from the spirit and scope of the disclosure.
This application claims benefit under 35 U.S.C. section 119(e) from co-pending U.S. Provisional Patent Application No. 60/555,321, filed Mar. 23, 2004, naming Jonathan M. Scheele, Samual R. Mullins, Douglas H. Weeks, Steven E. Carter and Benjamin J. Herrera as inventors, and titled “METHOD AND SYSTEM FOR PROVIDING VOICE OVER INTERNET PROTOCOL PRODUCTS”.
| Number | Date | Country | |
|---|---|---|---|
| 60555321 | Mar 2004 | US |
