WO2000019660A2 - Management of messages information across various communication systems - Google Patents
Management of messages information across various communication systems Download PDFInfo
- Publication number
- WO2000019660A2 WO2000019660A2 PCT/US1999/020790 US9920790W WO0019660A2 WO 2000019660 A2 WO2000019660 A2 WO 2000019660A2 US 9920790 W US9920790 W US 9920790W WO 0019660 A2 WO0019660 A2 WO 0019660A2
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- network message
- user
- information
- message
- network
- Prior art date
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Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L12/00—Data switching networks
- H04L12/02—Details
- H04L12/14—Charging, metering or billing arrangements for data wireline or wireless communications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q3/00—Selecting arrangements
- H04Q3/0016—Arrangements providing connection between exchanges
- H04Q3/0062—Provisions for network management
- H04Q3/0095—Specification, development or application of network management software, e.g. software re-use
Definitions
- the present invention relates generally to the capture, processing, enhancement, and presentation of network user message information.
- the invention facilitates a virtually seamless retrieval, consolidation, and extension of network message information across various communication systems.
- One preferred application can be an interactive system, which is accessible through a World Wide Web-based (Internet) interface, for obtaining and integrating otherwise unused (background) usage information about various network communications, including telephone calls (voice and facsimile) and E-mail exchanges, with billing and payment functionality.
- An objective of the present invention is therefore the capture, processing, enhancement, and presentation of network user message information to facilitate the virtually seamless retrieval, consolidation, and extension of network message information across various communication systems.
- Another objective of the present invention is an interface with individual users allowing access to, and manipulation of, the enhanced network message information in an interactive and highly flexible manner.
- the present invention provides a system that integrates different communication systems (service types) for the capture, processing, enhancement, and presentation of network user message information.
- the present invention enables the automated, background management of such tasks in a virtually seamless manner to provide the user with valuable processed information in an easily understood and readily usable form.
- the present invention thus includes systems for managing network user message information, which comprise means for capturing a network message generated from a network element; means for processing the network message; means for storing in accessible memory the network message; means for adding value to the network message to produce an enhanced network message; and means for presenting the enhanced network message to a user.
- the present invention thus also includes methods for managing network user message information, which comprise capture of a network message generated from a network element; processing the network message; storing into accessible memory the network message; adding value to the network message to produce an enhanced network message; and presenting the enhanced network message to a user.
- Figure 1 depicts an overview of the flow of information in the capture, processing, enhancement, and presentation of network user message information, using the integrated management system according to the present invention.
- Figure 2 highlights the Message Capture functionality indicated in the embodiment depicted in Figure 1.
- Figure 3 highlights the Message Processing functionality indicated in the embodiment depicted in Figure 2.
- Figure 4 highlights the Message Enhancement functionality indicated in the embodiment depicted in Figure 1.
- Figure 5 highlights the Add Value functionality indicated in the embodiment depicted in Figure 4.
- Figure 6 highlights the Message Presentment functionality indicated in the embodiment depicted in Figure 1.
- Figure 7 highlights the Add Value Handler 510 functionality and depicts the flowchart of a software routine for attaching appropriate Add Value Component(s) 520 to Network Message(s) 120.
- the present invention may comprise: Network Element(s) 110; Network Messages 120 (which are generated from a Network
- Element(s) 110 Message Capture system 130; Message Enhancement system 140; Message Presentment system 150; and User(s) 160.
- a Network Message 120 (or token) according to the present invention may be obtained and processed from a variety of private and public sources.
- a Network Message 120 may include telephone (voice and facsimile) transmission, Internet or intranet broadcasts, and other electronic data communication, and may originate from a caller, a sender, a requestor, an originator, or an addresser, or may be received by an answerer, a recipient, a respondent, a target, or an addressee.
- a Network Message 120 could include network alarms, status messages, inbound usage records, outbound usage records, feature activations, monthly charges, special charges, payment records, and calling card charges.
- Network alarms may include alarms generated by Network Element(s) 110 to provide status or to indicate a problem (such as a trunk line or feed is out of service). These alarms may also be routed to network monitoring systems used by a communication service provider for internal trouble management. Status messages according to the present invention may include information generated by Network Element(s) 110 to validate that a particular component or other element is functioning, or to indicate a potential problem unrelated to connectivity.
- Inbound usage records may include information generated by Network Element(s) 110 to track incoming communication from an external, or another internal source. Such information may have associated billing impact (for example, with 800/888 telephone services) or no billing impact.
- Outbound usage records may include information generated by Network Element(s) 110 to track outgoing communication to an external, or another internal source. Such information may have associated billing impact (for example, a record of the address or telephone number and the duration of the communication).
- Feature activation may include the ability of a user to activate a feature, such as using *69 to retrieve the name and number of the last telephone call or the use of three way calling. In some cases, such information may have no billing impact (for example, with use of three way calling) because the charge comes from the calls resulting from the use of the line feature.
- Monthly charges according to the present invention may include a monthly recurring charge (MRC) such as line charge (for example, a flat monthly rate for service access to a home).
- Special charges according to the present invention may include a charge for the purchase of a product or service through the communication service (e.g., telemarketing or online shopping) for which the communication service provider bills the customer directly.
- Payment records according to the present invention may include information from one or more of the following sources: lock-box providers such as a bank acting as payment processing center, credit card company for automatic payment, or electronic funds transfer record for pre-approved bank account withdrawals.
- Calling card charges according to the present invention may include information from an appropriate Network Element(s) 110 (e.g., calling card platform).
- calling card charges may include the complete originating number, or the full street address from where the call came.
- calling card charges may include information regarding pre-paid calling card usage.
- a Network Message 120 may be captured from single or multiple communication service providers, including landline, wireless, or cellular transmissions representing telephone voice and facsimile calls, Internet or intranet broadcasts, and other electronic data communication.
- the established interfaces could receive network messages from alternative delivery methods such as tape, CD- ROM, tape cartridge, and electronic transmission.
- the Message Capture system 130, Message Enhancement system 140, and Message Presentment system 150 can involve a programmed computer with the respective functionalities described infra, implemented in hardware or hardware and software; a logic circuit or other component of a programmed computer that performs the operations specifically identified infra, dictated by a computer program; or a computer memory encoded with executable instructions representing a computer program that can cause a computer to function in the particular fashion described infra.
- the Message Capture system 130 may comprise: Message Collector 210; Message Processor 220; and Processed Message Data Store 230.
- the Message Collector 210 can obtain Network Messages 120 from multiple Network Elements 110.
- the Message Collector 210 can forward Network Messages 120 to Message Processor 220 for analysis and formatting.
- the Message Processor 220 can store Network Messages 120 into Processed Message Data Store 230 for use by Message Enhancement system 140.
- the Message Processor 220 may comprise: Message Pre-Processor 310; Message Impact 330; and Dropped Message Data Store 340.
- the Message Processor 220 can interface with one or more External System(s) 320 and can store its results into Processed Message Data Store 230.
- the Message Pre-Processor 310 can receive messages from the Message Collector 210 and can determine if any external system would need to process the data. If so, Message Pre-Processor 310 can transmit Network Message 120 to the External System 320.
- the External System 320 can perform its tasks and can return the result to Message Impact 330.
- the Message Impact 330 can receive input from Message Pre-Processor 310 for those Network Messages 120 that might not require processing by External Systems 320. The Message Impact 330 can determine if Network Message 120 is of a type that is needed further. If so, Message Impact 330 can store the resulting Network Message 120 into Processed Message Data Store 230. If Message Impact 330 determines that Network Message 120 is not needed further, Network Message 120 may be stored in Dropped Message Data Store 340.
- Message Enhancement system 140 may comprise: Add Value system 410; Value Added Source 420; and Enhanced Message Data Store 430.
- Network Message 120 may be enhanced by information contained in Value Added Source 420 via Add Value system 410.
- Value Added Source 420 may comprise Add Value Component(s) 520, which preferably includes information capable of enhancing Network Message 120.
- Add Value Component(s) 520 may include information not captured by present communications systems, or information captured but not reported to the customer by communications service providers, or more detailed information than that presently reported to the customer by communications service providers.
- Add Value Component(s) 520 may include information from incomplete as well as completed telephone calls or other electronic transmissions.
- Add Value Component(s) 520 may include inbound and outbound usage records (e.g., the name and addresses for each person a user calls (or is called by), time of call, date of call, originating location); detailed information on monthly recurring charges (e.g., location of line, identity of original requestor, install date and time, and identity of person accepting install); detailed information on non-monthly recurring charges, including special charges (e.g., purchase description, identity of requestor, special requests noted, payment records, or log of payment steps); calling card charges, including prepaid calling card charges (i.e., detailed origination location, origination number or electronic address, identity and address of caller); identification of numbers or addresses of individuals or entities never contacted previously; identification of an inbound or outbound call difficulty (such as a busy signal or dropped call) with the name and address of the person the user attempted to call (or the person attempting to call the user); routing of alarms from the network elements directly to the user (e.g., network alarms or status messages); summar
- Support for customer specific charge codes may include functionality to allow users to summarize charges to facilities charging other organization (internal or external) their appropriate porting of the bill.
- the system can allow the user to define either origination (i.e., calls made from this office) or termination (i.e., calls made to a specific phone number) information as belonging to a specific charge code. This allows for information to then be reported, summarized and researched based on the appropriate charge codes.
- Support for customer specific hierarchy may include functionality to allow users to determine what charges (based on origination or termination information) get bundled. For example, all calls made from a particular office complex location or division can be charged to a certain organizational entity within the company structure. The system allows the user to define this structure without the need to involve the communication services provider.
- the Message Enhancement system 140 can interface with Processed Message Data Store 230.
- the Add Value system 410 can obtain Network Messages 120 from Processed Message Data Store 230 and can determine if sources exist to add value. If so, Add Value system 410 can match Network Message 120 with information contained in Value Added Source 420 and can store Enhanced Network Message 440 into Enhanced Message Data Store 430. If no source exists to add value, Network Message 120 is stored in Enhanced Message Data Store 430 as an Enhanced Network Message 440.
- the Add Value system 410 can obtain Network Messages 120 from Processed Message Data Store 230 and can determine if sources exist to add value. If so, Add Value system
- Figure 5 may comprise: Add Value Handler 510 and one or more Add Value Component(s) 520.
- Add Value system 410 can interface with Processed Message Data Store 230 and one or more Value Added Source(s) 420.
- the Add Value Handler 510 can obtain Network Message 120 from Processed Message Data Store 230.
- the Add Value Handler 510 can determine if a Value Added Source 420 exists by comparison to a database containing Enhancement Rule(s) 512.
- Network Message 120 can be passed to Add Value Component 520.
- Each Add Value Component 520 can follow its own rules to merge Network Message 120 with Value Added Source(s) 420.
- Enhanced Network Message 440 can be returned to Add Value Handler 510. If Network Message 120 qualifies for more than one Add Value Component 520, Add Value Handler 510 can transmit Network Message 120 to each Add Value Component 520 for additional processing.
- the Add Value Handler 510 can store the resulting Enhanced Network Message 440 into Enhanced Message Data Store 430.
- the Add Value Handler 510 can involve a programmed computer with the respective functionalities described below, implemented in hardware or hardware and software; a logic circuit or other component of a programmed computer that performs the operations specifically identified below, dictated by a computer program; or a computer memory encoded with executable instructions representing a computer program that can cause a computer to function in the particular fashion described below.
- the software routine associated with Add Value Handler 510 can be as follows. If an Enhancement Rule 512 exists for Network Massage 120, then it must be determined what type of value add should be applied. The first test is to see if the value is based on Summarization and Aggregation 513. If so, then Message History 421 is summarized and aggregated with the message (521) and then passed to Create Enhanced Message 516. The Create Enhanced Message 516 formats the new record with the value add and stores it into the Enhanced Message Data Store 430.
- Enhancement Rule 512 does not call for the value add to be based on Summarization and Aggregation 513, then it must be determined to if a value added source exists (515) by searching Source List 514. If so, then Value Rule 524 is read by Determine Value Rules 522 and used to determine the type of value added information, where the value added information is located, and how to merge the value added information with the message. The message and rule is forwarded to Merge Value Source with Message 523, where the actual rule is processed. The merging of information requires reading from External Value Added Source 422 and enhancing the message with the proper elements defined by the rule. The result is forwarded to Create Enhanced Message 516. The Create Enhanced Message 516 formats the new record with the value add and stores it into Enhanced Message Data Store 430.
- Message Presentment system 150 may comprise: Message
- Message Presentment Server 610 can also interface with Enhanced Message Data Store 430 and Users 160. Based on a request from Users 160 through either Message Presentment Tool 620 or Web Server 630, the request can be routed to Message Presentment Server 610.
- the Message Presentment Server 610 can validate User 160 and then can retrieve appropriate Enhanced Network Messages 440 ( Figure 5) from Enhanced Message Data Store 430.
- the Enhanced Network Messages 440 may then be forwarded to either Message Presentment Tool 620 or Web Server 630, depending on the origination source of the original request.
- Enhanced Network Messages 440 can then be presented to User 160 for analysis and reporting as desired.
- Message Presentment Server 610 can also allow User 160 to specify certain preprocessing to be performed without user interaction.
- the value added (enhanced) network messages may be presented to the user in an easily understood, meaningful way.
- the system can allow a user to access through single or multiple entry points (e.g., hypertext links) information with increasing or decreasing levels of detail.
- the system functionality can include providing: secure Web enabled access to billing information; secure Web enabled payment processing; customer specific trending information; customer access to unbilled information; customer identified charge disputes; customer bill approval for credit card and debit card users (or printout of remittance slip for check payment customers); customer ability to prepare custom reports (content publishing); customer definable select and view criteria of billing data base on timeframes and categories (trending); customer ability to download detailed billing information for off-line analysis; and integration with customer or client contact information databases.
- a request from User 160 preferably through either Message Presentment Tool 620 or Web Server 630 can be routed to Message Presentment Server 610.
- Capture, processing, enhancement, and presentation of network messages according to the present invention can occur in real-time or with whatever delay is desired.
- the present invention in a preferred embodiment, can allow interactive billing data (payments and disputes) as well as access to unbilled data (usage that has been rated or logged but not yet billed), allowing customers to accrue expenses, validate invoices quicker, and create custom reports.
- Management of network user message information according to the search or scanning and compilation or collation capabilities of the present invention can facilitate the optimization or relaxation of institutional business practices to accommodate particular system resource usage needs, loss prevention (fraud, conversion, theft, etc.), and marketing, billing, payment and collection efficiencies. Therefore, the present invention can positively impact the relationship, for example, between the communication service provider and the client, and the client and its customers.
- the potential benefits of the present invention to the communication service provider may include creation of a competitive advantage through creation of a paperless invoicing environment, increased cash flow via electronic payment, offloading functionality not otherwise easily added to existing systems, and the creation of historical data warehouse of customer usage and billing information.
- the potential benefits of the present invention to the communication service client may include the ability to establish tighter links with clients, control of information reporting, reduction in cost and time via electronic payment, and the ability to monitor costs and usage to maximize productivity and reduce loss.
- customer service representative access to the integrated management system can include a secure environment.
- This protection may include an account login with password verification for multiple users, password expiration periods, and a system hierarchy for different security access authorization levels.
- a customer service representative can establish an account through which the representative can add account information, select a user name and password, add credit card information on file, and add payment authorization codes for credit cards.
- a customer service representative can also change account information through which the representative can change a password if forgotten, change E-mail address information, change bill notification methods to E-mail recipients, and change credit cards on file.
- customer access to the integrated management system can include a secure environment.
- This protection may include interface with VeriSign Secure Server ID, an account login with password verification for multiple users, password expiration periods, display disclosure information if a first-time login or if user location information has changed, and a system hierarchy for different security access authorization levels.
- a customer can access presented billing information and generate reports, dispute charges, make bill payments, seek billing adjustments, prepare billing analysis, view non-billable information, arrange for E-mail notification, specify a customer profile, handle multiple cycles, and obtain help.
- Presented billing information functionality may include the selection of presentation options, such as: viewing bill summary information; viewing unbilled data (call detail records/usage only, and if no data exists, message appears); viewing billed data (monthly recurring, non-recurring, and call detail records/usage); providing the ability to display marketing messages to specific customers based on defined criteria; displaying call detail records/usage grouped by account codes with summaries of each account code; and providing a feedback form for marketing.
- presentation options such as: viewing bill summary information; viewing unbilled data (call detail records/usage only, and if no data exists, message appears); viewing billed data (monthly recurring, non-recurring, and call detail records/usage); providing the ability to display marketing messages to specific customers based on defined criteria; displaying call detail records/usage grouped by account codes with summaries of each account code; and providing a feedback form for marketing.
- Presented billing information functionality may also include the selection of reporting options, such as: selecting by all locations or by individual service location: selecting records by product families (local, long distance, or Internet) or by charge types (monthly recurring charges, non-recurring charges, usage); sorting the call detail records/usage by every column (/. e. , subtotaling by date order, total count, total duration, total charge); selecting records by originating number, account code, date of the call, time of the call, originating location, called number, called location, type of call, rate period (peak, off-peak, can be different from market to market), duration of the call, amount of the call, or dispute.
- reporting options such as: selecting by all locations or by individual service location: selecting records by product families (local, long distance, or Internet) or by charge types (monthly recurring charges, non-recurring charges, usage); sorting the call detail records/usage by every column (/. e. , subtotaling by date order, total count, total duration, total charge); selecting records by originating number, account code,
- presented billing information functionality may include the selection of printing options, such as: selecting specified number of pages to print using web browser print function.
- Charge dispute functionality may include: allowing the customer to dispute monthly recurring and non recurring charges or call detail records/usage; allowing the customer to enter a reason for the dispute with drop-down text box of pre-defined reasons or other text box for free- form comments; sending notification of dispute to disputing customer's e-mail address and main account e-mail address; showing the total amounts of disputes and adjustments to be credited on the dispute page; sending one e-mail for all the disputes on one account for message clarification; allowing the customer to view all disputed charges since last bill; providing tunable threshold based on the total amount of the disputes versus the overall invoice; or displaying "Thank you” message with buttons: Continue to Dispute, View Data, View All Disputes.
- Bill payment functionality may include an E-commerce server and a corresponding user interface, which can: provide the customer the ability to approve invoice for payment; provide the customer the ability to enter payment method (check, credit card, credit card on file), check number, amount paid, credit card number, card type, expiration date, amount paid or credit card on file; provide the customer the ability to accept and verify payment with authorization code (only credit card has authorization code); hide credit card information from screen display (including encryption of data that is stored in database); allow new credit card/expiration date to overwrite old data; provide customers the ability to print remittance form for lockbox processing on the remittance form; add bar code information to remittance form; allow split payment by multiple credit cards with percent allocated among cards and against separate account codes, charge codes, or service locations; allow customers automatically to pay bill by electronic funds transaction or credit card; allow split payments by charge code; provide batch file for processing; generate a paper report for financial department; generate payment confirmation number (which is a randomly generated number); allow multiple authorization codes
- Billing adjustment functionality may include allowing a customer to view adjustments to be credited on next bill on the dispute page.
- Bill analysis functionality may include: providing customers the ability to select and view bill trends using graphical images; providing customers the capability to select one record or multiple usage records to identify name and address of the selected outbound calls; providing the customer the capability to select "Download” to download billing data for current plus 3 previous months; providing customers the capability to select one record or multiple call detail records/usage to identify name and address of the selected inbound calls using a button bar; providing a desktop software tool that the customer can use to perform their analysis in an off-line mode; providing an ad-hoc report writer to generate dynamic, interactive reports; providing the capability for customer to create custom reports using scanning-type tool for c ⁇ te ⁇ a; provide actual utilization of Internet services, inbound page hits, average, maximum, and mean response rate; or providing switch ID information.
- Viewing non-billable information functionality may include providing the ability for customers to view non-billable information such as terminatmg local usage, attempted calls, or incomplete calls.
- E-mail notification functionality may include: allowing monthly notification when the new billing information is available; providing dispute notification, disputed customer's E-mail address, and main account E-mail address in batch file; sending customer profile changes and disputes to customer service department and disputes exchange E-mail addresses via batch overnight E-mail process
- Customer profile functionality may include: providing customer account interface; allowing customer to add/change mam E-mail address; allowing customer to change billing address; checking address against address ve ⁇ fication and zip code databases, allowing customer to change contact phone number, allowing customer to select bill notification method and E-mail addresses, allowing customer to add/change credit card information on file; allowing new credit card/expiration date to overwrite old data; allowing customer to change passwords.
- Multiple billing cycle functionality according to the management system of the present invention may include allowing multiple bill cycles and providing the ability to change bill cycle within the same month.
- Help functionality according to the management system of the present invention may include online help and end user documentation or training tutorial.
- Example 3
- system administrator access to the integrated management system can include a secure environment.
- administration functionality according to the management system of the present invention could allow a system administrator to: initiate maintenance procedures; view audit information with a Web-based application; access basis system usage statistics; manage selected system lookups and meta-data; store and audit in database all logins (fails and successes), payments, disputes; incorporate mechanisms that will log and send E-mail-based alerts resulting from key system events.
Abstract
Description
Claims
Priority Applications (1)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
AU11968/00A AU1196800A (en) | 1998-09-30 | 1999-09-14 | An integrated system for the management of network user message information across various communication systems |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US16333698A | 1998-09-30 | 1998-09-30 | |
US09/163,336 | 1998-09-30 |
Publications (2)
Publication Number | Publication Date |
---|---|
WO2000019660A2 true WO2000019660A2 (en) | 2000-04-06 |
WO2000019660A3 WO2000019660A3 (en) | 2000-09-21 |
Family
ID=22589584
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/US1999/020790 WO2000019660A2 (en) | 1998-09-30 | 1999-09-14 | Management of messages information across various communication systems |
Country Status (2)
Country | Link |
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AU (1) | AU1196800A (en) |
WO (1) | WO2000019660A2 (en) |
Citations (3)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
WO1992021197A1 (en) * | 1991-05-20 | 1992-11-26 | Stout, Donald, E. | Electronic mail system and system for interconnecting electronic mail systems by rf communications |
US5577202A (en) * | 1992-08-24 | 1996-11-19 | Trw Inc. | Message handling system for automated gateway between first and second handling systems wherein first envelope is added to a second envelope respectively without changing text |
EP0784394A1 (en) * | 1995-12-29 | 1997-07-16 | AT&T Corp. | Personalized greeting card system |
-
1999
- 1999-09-14 AU AU11968/00A patent/AU1196800A/en not_active Abandoned
- 1999-09-14 WO PCT/US1999/020790 patent/WO2000019660A2/en active Search and Examination
Patent Citations (3)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
WO1992021197A1 (en) * | 1991-05-20 | 1992-11-26 | Stout, Donald, E. | Electronic mail system and system for interconnecting electronic mail systems by rf communications |
US5577202A (en) * | 1992-08-24 | 1996-11-19 | Trw Inc. | Message handling system for automated gateway between first and second handling systems wherein first envelope is added to a second envelope respectively without changing text |
EP0784394A1 (en) * | 1995-12-29 | 1997-07-16 | AT&T Corp. | Personalized greeting card system |
Also Published As
Publication number | Publication date |
---|---|
WO2000019660A3 (en) | 2000-09-21 |
AU1196800A (en) | 2000-04-17 |
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