Intelligent customer care support using network CAMEL subscription information

[0001] 1. Field of the Invention

[0002] This invention relates to the field of mobile telecommunications, and more particularly, to utilization of customer care numbers.

[0003] 2. Description of the Related Art

[0004] In typical current 611 customer care implementations, when a customer dials 611 for customer care, 611 routing is performed by the serving mobile switching center (MSC). The MSC translates the 611 call to a number that routes the call to the appropriate Customer Care Center. The MSC utilizes customer specific information such as the International Mobile Subscriber Identifier (IMSI), to make the translations.

[0005] Referring to FIG. 1, in one conventional approach each of the MSCs 107 in a carrier's network 100 maintains a table with all home customer care numbers. The customer care numbers are typically associated with a subscriber based on the Mobile Country Code (MCC) and Mobile Network Code (MNC) within the International Mobile Subscriber Identifier (IMSI). When the MSC receives a 611 call, the MSC analyzes the call and determines the appropriate home customer care number for the particular call based on the MCC/MNC. However, that approach requires the provisioning of hundreds of MSCs, and it becomes difficult to update or change the home customer care information in each MSC. For example, if there is a change to 611 number translation, all the MSCs in the carrier's network have to be provisioned to reflect the change. Further, it is not easy to provide additional customer care capability such as customer care routing based on criteria such as time of day, location, day of the week, etc.

[0006] In addition, because the translations of the customer care calls are based on the subscriber's IMSI, typically the MCC/MNC, the MSC is unable to distinguish between subscribers of a carrier and subscribers of a reseller, who resells carrier services to reseller subscribers. Thus, in situations where a carrier sells cellular service to a reseller, and the MCC/MNC of the reseller's subscribers is the same as the carriers, it is impossible to route reseller's subscribers to their own customer care number(s) via 611. Instead, resellers use their own 800 numbers for customer care. In addition, because the translations are done in the MSC, unless the serving MSC is in the carrier's own network or the carrier operating the serving MSC has an agreement in place with the visited MSC, 611 calls will not be recognized as a customer care number when a subscriber is roaming in another carrier's network.

[0007] Accordingly, it would be desirable to have more versatile customer care capability.

[0008] In an embodiment, a mobile communications system is provided that stores in a storage associated with a switching center an address of an external control component and a service indicator indicating a service to be performed by the external control component. The address and the service indicator are associated with the switching center and not the mobile communications device. In response to detecting a customer care call from a mobile communications device in the switching center according to a sequence of dialed digits of the customer care number, the switching center suspends call processing and queries the external control component utilizing the stored address. The external control component performs the service indicated by the service indicator and determines how to continue processing the customer care call in accordance therewith. The external control component communicates call control information to the switching center regarding how to continue call processing. The service performed by the external control component determines a translation for the customer care call and the external control component returns information to the switching center for routing the call according to the translation. In an embodiment the translation is determined at least in part according to an International Mobile Subscriber Identifier (IMSI) associated with the mobile communications device. The translation may also be determined, at least in part, according to one or more of time of day, day of week, and subscriber location and the service indicator (or service key). In an embodiment, the service indicator and address of the external control component are Network CAMEL Subscription Information (N-CSI) stored by the switching center.

[0017] The use of the same reference symbols in different drawings indicates similar or identical items.

[0018] According to one embodiment, the network operator or service provider configures the system to offer Customer Care routing translations based on a variety of factors, such as location, time of day and/or day of week, and other factors associated with a subscriber (e.g., status as a subscriber of a reseller). Utilizing Intelligent Network (IN) functionality in GSM, Customized Applications for Mobile Enhanced Logic (CAMEL), to provide the Customer Care capability described herein allows the network operator to provide a universal Customer Care service solution across all vendor types even when the subscriber is roaming outside the network (for carriers that support intelligent network functionality, e.g., CAMEL Phase 3).

[0019] One customer care number i.e., the 611 translation, may be associated with one group of subscribers and another customer care number with another group. For example, the appropriate customer care number may be determined, in part, according to the cellular equipment utilized by the subscriber, or for other reasons. When a particular customer care number is to be assigned to a subscriber's number, the Dialed CAMEL Subscription Information (D-CSI) in the subscriber's profile is updated in the HLR via a provisioning system. That information contains the Service Key to be used to identify the service performed by the SCP, the SCP Address of the platform that hosts the IN logic for Customer Care service and the various Trigger Detection Points that define the Points in the Call where processing is diverted to the Service Control Point (SCP). The Service Key is a number or other identifier that identifies the service to be performed by the SCP. The service performed by the SCP determines a number to dial or other call option, the number typically being a customer care number, to which the call is connected. Thus, the appropriate customer care number is determined, at least in part, based on the service that is executed as determined by the Service Key. Different Service Keys may correspond to different customer care numbers. For example, a subscriber of a reseller of wireless services can have a different Service Key and customer care number than a subscriber of another wireless service provider.

[0020] Anytime the subscriber dials 611, the MSC recognizes the dialed string 611 and suspends processing and invokes the IN logic that resides on the IN Platform (SCP). The IN platform contains the logic necessary to reroute the call to the appropriate Customer Care number. The appropriate Customer Care number may be based on such criteria as Service Key (IN service indicator), time of day, serving MSC (location based routing).

[0021] Using an IN solution eliminates limitations of the number of Customer Care Centers that can be used. For example, resellers of a particular carrier's services will be able to reroute calls to Customer Care Centers that are for the reseller's customers. In addition, provisioning and maintenance is greatly reduced. The Customer Care numbers only need to be defined on the SCP. Any changes to these numbers do not effect the subscription information stored on the HLR. Thus, this approach provides savings in terms of reduced effort to maintain the customer care numbers. In addition there are reduced costs of supporting calls directed to the “wrong” Customer Care Center.

[0022] An exemplary functional network architecture showing the entities involved in calls requiring CAMEL support is depicted in FIG. 2. That network architecture can be used to provide Customer Care flexibility as well as other services in a carriers's network. The service logic for CAMEL Customer Care typically resides on the gsmSCF, the element that performs the service control function within the SCP.

[0023] For subscribers requiring CAMEL support, the HLR 203 stores the information relevant to the current subscription. For Customer Care this includes Dialed CAMEL Subscription Information (D-CSI). The D-CSI is sent to the VLR 202 at Location Update, on data restoration or if the D-CSI is updated by administrative action. The D-CSI is sent to the GMSC when the HLR responds to a request for routing information.

[0024] In one embodiment the billing and provisioning system is used to update the Dialed CAMEL Subscription Information (D-CSI) in the HLR. Provisioning of the selection criteria and the Custom Care numbers is done on the IN Platform.

[0025] In one embodiment, when a subscriber is appropriately provisioned for 611, the subscriber profile is updated such that the IN logic for Customer Care will be invoked anytime the subscriber dials 611. This is accomplished by defining the SCP Address for the dialed string 611.

[0026] Referring to FIG. 2, when processing the calls for subscribers requiring CAMEL support, the Dialed CAMEL Service Information (D-CSI) is sent from the HLR to the VLR at Location Update, on data restoration, or if the D-CSI is updated by administrative action. GSM Service Switching (gsmSSF) is the network entity that interfaces the MSC/GMSC to the gsmSCF. GSM Service Control Function (gsmSCF) 207 is the network entity that contains the CAMEL service logic to implement CAMEL services. The gsmSCF 207 interfaces with the gsmSSF 205, the gsmSRF 209 and the HLR 203. The GMSC monitors on request the call states (events) and informs the gsmSSF of these states during processing, enabling the gsmSSF to control the execution of the call in the GMSC. For subscribers dialing 611 this will include sending a request (InitialDP) to the SCP whenever the dialed digits 611 are encountered.

[0027] The GSM Specialized Resource Function (gsmSRF) 209 is the network entity which provides various specialized resources, such as announcements. GsmSRF 209 interfaces with the gsmSCF 207 and with the GMSC 201. This gsmSRF entity is defined in ITU-T Recommendation Q.1224 [30] with variations defined in the specification.

[0028] The VLR stores the D-CSI as a part of the subscriber data for subscribers roaming in the VLR area. When processing the calls for subscribers requiring CAMEL support, the VMSC 204 receives the D-CSI from the VLR indicating the MSC shall request instructions from the gsmSSF. For subscribers dialing 611 this will include sending a request (InitialDP) to the SCP whenever the dialed string is encountered.

[0029] CAMEL Phase 3 or higher capability may be utilized to implement various embodiments of the Customer Care capabilities described herein.

[0030] In one embodiment, the following messages are utilized to support Customer Care The InitialDP (gsmSSF→gsmSCF) is sent for originating calls. The operation is sent by the gsmSSF to the gsmSCF after a DP3 trigger event occurs, i.e., detection of the dialed string 611 for an originating call. The Service Key and possibly other optional criteria is used to determine the appropriate customer care number. The connect operation (gsmSCF→gsmSSF) is used to request that the SSF perform the call processing actions to route the call to the appropriate Customer Care Center. The DestinationRoutingAddress contains the translated number. The Continue operation (gsmSCF→gsmSSF) is used to request that the gsmSSF proceed to the next point in the Basic Call State Model (BCSM) and can be used as the default operation if no translation is found for the customer care number. Thus, a translation available in the switch may be used to continue the call. It certain circumstances an announcement may be used where, e.g., no translation can be found for a customer care call. The ReleaseCall operation (gsmSCF→gsmSSF) is used to tear down an existing call. ReleaseCall implicitly cancels outstanding BCSM event reports. It may be used to terminate a call if a critical error has occurred.

[0031] The service logic in the SCP allows the announcement to be configurable based on Service Key and Serving MSC and other criteria. The service logic is typically implemented as software, but may include both hardware and software components. Exemplary CAMEL messages that may be used to support functionality described herein include EstablishTemporaryConnection, DisconnectForwardConnection, PlayAnnouncement, ConnectToResource, AssistRequestInstructions, and Specialized Resource Report (SRR).

[0032] In certain embodiments a subscriber can roam in networks that support CAMEL Phase 3 and reach an appropriate customer care number.

[0033] Referring to FIG. 3, a 611 call scenario from a subscriber is illustrated. At 301, in response to, e.g., a mobile station being turned on, the mobile station registers with the VMSC 302. In response to the registration, the VMSC 302 sends an Update Location message 303 to HLR 304. The HLR returns an InsertData message 305 that includes the D-CSI. The D-CSI indicates that a trigger (DP3) is armed. The D-CSI also defines the SCP Address and Service Key associated with the DP3 trigger. The trigger is a result of a special condition being recognized during call handling by the VMSC. Recognition of the condition ‘triggers’ a query to the external control component (the SCP). This recognition takes place at pre-defined Detection Points (DP) in the call handling. The DP3 trigger, is caused when the dialed digits are analyzed and meet the criteria established for the trigger, here the dialed digits being a 611 call.

[0034] When the mobile station originates a call at 307, the switching center VMSC 302 detects the DP3 trigger for this call, and sends an InitialDP message 309 to SCP 311. The SCP 311 can respond to the InitialDP message based on such factors as the Service Key, NPA-Nxx, time of day, day of week, location, and IMSI. In one scenario, the SCP determines through service logic utilizing one or more of those factors, and/or additional factors, which Customer Care number (e.g., an 800 number for a reseller subscriber) should be used for the call. The service logic may use a best match scenario using a hierarchical structure and pattern matching based on criteria described above. That Customer Care number may be returned in the DestinationRoutingAddress of the Connect operation 314. Alternatively, an Establish Temporary Connection (ETC) message may be sent from the SCP to the VMSC. The ETC operation can be used to provide operator specific announcements to the calling party. It cannot necessarily be used while inter-carrier roaming.

[0035] Rather than respond with the Connect or ETC, in other scenarios, a Release operation 314 is returned and the call is terminated, when, e.g., the SCP does not find a translation in the table to match the Service Key and NPA-Nxx, or IMSI. A Continue operation may also be used where no translation is found.

[0036] Referring to FIG. 4 illustrated is an operation in which 611 information related to the subscriber is updated. The billing/provisioning system communicates the 611 information to HLR 401 at 403. The process includes saving the current settings for the D-CSI, assigning the SCP Address for DP3 in the D-CSI, setting Service Key in the D-CSI to the appropriate value and updating the subscriber's profile in the HLR 401. The Service Key reflects the Customer Care service that should be run for the particular subscriber. If the subscriber is roaming, an InsertSubscriberData Request operation 404 is sent to the VLR 405 to update the subscriber information. An InsertSubscriberData Response operation 407 is returned to indicate that the update was successful.

[0037] Referring to FIG. 5, illustrated is a logical view showing various domains of a network suitable for implementing one or more embodiments. The billing/provisioning system 501 in the support domain 510 provisions each subscriber with D-CSI (Dialed CAMEL Subscription Information) in the HLR 511 residing in the network domain 512. That ensures that every 611 call from the subscriber will invoke the CAMEL based Customer Care service. The billing/provisioning system 501 assigns a Customer Care Service Key to each subscriber that reflects characteristics about the subscriber (e.g., the subscriber is a reseller subscriber). The Customer Care SCP 505 controls the call processing via CAP dialogue 507 with SSF 509 which is the GSM standard CAMEL functionality that is part of the MSC. The interface between SCP-MSC/VLR/SSF is CAP phase 2. There is a MAP interface between SCP 505 and HLR 511. The interface between SCP-HLR is MAP3. Note that in an embodiment the SCP, MSCs and HLRs are assumed to be CAMEL Phase 3 compliant.

[0038] An interface is provided to the SCP application to provision the 611 number translations. The interface can also supply the necessary security to define user groups and access rules for the individual provisioning fields. An interface 515 to the HLR from the billing/provisioning system 501 whenever a subscriber's 611 information is changed or updated.

[0039] In another approach to customer care calling that may be used instead of, or in conjunction with, the D-CSI approach described above, Network Dialed Services is utilized in which Network Camel Subscription Information (N-CSI) is defined in the MSCs such that anytime 611 is dialed, the SCP containing the logic for 611 translations is invoked. The N-CSI approach provides the advantage of only having to provision the MSCs with the address of the SCP and the need to trigger on a 611 call. In contrast to the D-CSI approach, there is no need to provide D-CSI information, which includes the SCP address and Service Key, for each subscriber in the HLR. In contrast to prior art approaches, there is no need to provision each MSC with 611 translations.

[0040] As described above, conventionally, every MSC maintains a table with all home customer care numbers and associated MCC/MNC information. In response to a 611 call came, the MSC analyzes the call and determines the appropriate home customer care number for the particular call. However, by centralizing the customer care information, and invoking intelligence at the centralized location to determine call routing, the need to provision hundreds of MSCs with customer care routing information is eliminated.

[0041] Assume an environment in which a roaming agreement is established that allows one carrier to roam on another carrier's network. In such an environment, according to an embodiment, the home customer care number(s) and the related data that relates MCC/MNC to home customer care number are stored in the SCP. Referring to FIG. 6, assume a subscriber 621 from a second carrier is roaming on a first carrier's network and the subscriber dials 611. Assume the MSC 623 has an N-CSI trigger armed for 611 causing a query to SCP 625 upon detection of a 611 call. Note the trigger is a DP3 trigger relying on analysis of the dialed digits for the triggering mechanism. Once the SCP determines the appropriate customer care number based on, e.g., the MCC/MNC, the call is routed to that carrier's home customer care number. In particular, in one embodiment, when a 611 call is triggered, the SCP analyzes the IMSI and the MCC/MNC in the IMSI is used to determine the home customer care number using a table in the SCP that relates customer care numbers to the MCC/MNC. The SCP returns the customer care number to the MSC for routing the 611 call appropriately. As shown in FIG. 6, an exemplary SCP 625 has a table that for a given service key X has an entry for carriers 1 to N (the carrier being determined according to the MCC/MNC), and the home customer care number associated with that MCC/MNC or carrier. The table may contain, e.g., multiple major carriers and 20 to 30 regional carriers. FIG. 6 illustrates an embodiment in which the customer care number is based on the mobile network code (MCC). The SCP may also utilize additional information, e.g., time of day, day of week, location, NPA-Nxx to determine an appropriate customer care number.

[0042] Referring to FIG. 7, the call flow for customer care using N-CSI is illustrated. Assume a caller that may or may not be a subscriber from another carrier roaming on the network originates a 611 call at 707. The registration of the mobile communications device with VMSC 702, in response to, e.g., a mobile communications device being turned on, has been omitted to simplify the drawing. Note that the HLR is not needed to return any D-CSI information in contrast to the approach illustrated in FIG. 3. The VMSC 702 already has N-CSI defining an SCP Address and Service Key associated with the DP3 trigger for the dialed string 611. Recognition of the condition (611 string) ‘triggers’ a query to the external control component (SCP) using the IDP message 709 addressed to the SCP at the SCP Address. Trigger recognition takes place at pre-defined Detection Points (DP) in the call handling. The DP3 trigger, is caused when the dialed digits are analyzed and meet the criteria established for the trigger, here the dialed digits being a 611 call. The SCP 711 analyzes the IMSI associated with the call, determines the appropriate home customer care number and responds at 714 typically with a Connect operation, e.g., for connection to an 800 number or an ETC. Optionally, if the subscriber is roaming from an external carrier, an announcement could be played or in the case there is no translation available for that particular MCC/MNC an announcement could be played or a Release sent to terminate the call or a Continue operation utilized.

[0043] Note that the D-CSI approach may be used in conjunction with the N-CSI approach. Assume that the D-CSI trigger takes precedence over the N-CSI trigger. In response to, e.g., a particular subscriber of a carrier dialing 611, the D-CSI trigger would occur and the query would be made to the SCP identified in the D-CSI information associated with the particular subscriber. The SCP would utilize the Service Key identified in the D-CSI information and provided in the IDP message. Thus, the SCP could execute a service particular to a subscriber or group of subscribers. In addition, information such as time of day, location, day of week, etc., could also be used. Utilizing D-CSI information requires the HLR of every subscriber to be provisioned with D-CSI information including the service key and SCP address. If however, a subscriber to another carrier who happens to be roaming in the network makes a 611 call and there is no D-CSI trigger associated with the subscriber, the N-CSI trigger would fire causing the query to be made to the SCP. The SCP in turn determines an appropriate routing for the call based on, e.g., the MCC/MNC within the IMSI. In one respect, the N-CSI trigger provides a default solution to 611 calls, which can be overridden by utilizing the D-CSI trigger event. Thus, utilizing D-CSI triggers, subscribers of resellers could still utilize a 611 customer care number and be directed to an appropriate Customer Care Center for the reseller, while mobile devices subscribing to another network, and lacking D-CSI triggers, could still be directed to their appropriate customer care number using the N-CSI trigger.

[0044] While the description herein has been primarily related to 611 calls, the dialed string is not limited to any particular three digits and could apply to any dialed string, e.g., 411, 511 and 711 and to string lengths other than 3.

[0045] The following abbreviations and acronyms may be used herein:

[0046]

	Term	Description
	BCSM	Basic Call State Model
	CAMEL	Customized Applications for
		Mobile network Enhanced Logic
	CAP	CAMEL Application Part
	CSI	CAMEL Subscription Information
	D-CSI	Dialed CAMEL Subscription Information
	DP12	Detection Point 12 - TerminationAtttemptAuthorized
		(Terminating Trigger)
	DP2	Detection Point 2 - Collected Information
		(Originating Trigger)
	DP3	Detection Point 3 - Dialed
	GMSC	Gateway Mobile Switching Center
	GSM	Global System for Mobile communication
	gsmSCP	GSM Service Control Point
	gsmSRF	GSM Service Resource Function
	gsmSSF	GSM Service Switching Function
	HLR	Home Location Register
	HPLMN	Home PLMN
	IMSI	International Mobile Subscriber Identifier
	IN	Intelligent Network
	ISUP	ISDN User Part
	MAP	Mobile Application Part
	MCC	Mobile Country Code
	MNC	Mobile Network Code
	MSC	Mobile Switching Center
	NAM	Network Access Mode
	N-CSI	Network CAMEL Subscription Information
	O-CSI	Originating CAMEL Subscription Information
	ODB	Operator Determined Barring
	OTA	Over The Air (activation)
	PLMN	Public Land Mobile Network
	SCP	Service Control Point
	SMSC	Serving Mobile Switching Center
	T-CSI	Terminating CAMEL Subscription Information
	VLR	Visited Location Register

[0047] While various aspects of providing a flexible Customer Care solution have been described herein, note that the description of the invention set forth herein is illustrative, and is not intended to limit the scope of the invention as set forth in the following claims. Other variations and modifications of the embodiments disclosed herein may be made based on the description set forth herein, without departing from the scope of the invention as set forth in the following claims.