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Description  |
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BACKGROUND OF THE INVENTION
The present invention generally relates to a system for providing remote
services and, in particular, relates to such a system having a voice based
interface to enable field service personnel to utilize conventional
handsets and either voice or tone signaling to request maintenance related
functions and services and to hear spoken results via the same handset.
The increased complexity of telephone networks as well as data
communication networks has increased the use of centralized service
centers adapted to perform test and maintenance functions on the
communication lines associated with a particular system. One factor
militating for such a centralized service center is that the equipment
necessary to perform the maintenance and service functions is rather
expensive and complex. Hence, by centralizing the service center, the
number of skilled personnel needed to operate this equipment and the
expense of purchasing the equipment is minimized. In addition, because
many of these services are automated, complex and under computer control,
the productivity of the service personnel is increased. Further, the
centralization of equipment allows the integration of maintenance
functions and system service and administrative data bases.
However, in conventional service and maintenance systems, the service
personnel in the field lack direct access to the remote maintenance
systems. The field service personnel, therefore, must either perform local
measurements using tools and instruments that are portable or they may use
special dial numbers to access the system maintenance services. Typically,
for example, a special dial number is used for a dial-back telephone call
to test and ensure call completion on a newly installed or suspect line.
However, for the more complex services, the field service personnel
presently request the service center personnel to perform the tests and
report back to the field service personnel so that corrective action may
be taken, if necessary.
These field service procedures are rapidly becoming inadequate due to the
increasing complexity and diversity of the equipment being connected to
the communication networks. In fact, even for functions that can be
performed locally, the tools, instruments and training are frequently
quite complex and expensive and thus are prohibitivly difficult to provide
to all field service personnel. For example, typical field service
personnel are used, primarily, to install voice communication devices.
But, with the increased proliferation of data communication devices, for
example, often lacking human/machine interface, such as a remote metering
transponder located at a subscriber premises, testing thereof cannot be
performed without a specialized test unit, that at the present time, the
installer first must learn how to use and then has to carry with him.
Further, the conventional functions available using existing specially
dialed telephone numbers are rather limited in scope and currently
difficult to extend. For example, either requesting the service center
personnel to perform a test or performing a call back covers the majority
of uses available via the specially dialed numbers.
At the present time, remotely run maintenance functions that are available
either require each field personnel to carry a terminal and acquire
considerable training or, alternatively, require additional service center
staff. Adding additional staff, however, negates many of the advantages of
centralization of the service center.
Consequently, it is readily apparent that it is difficult to exploit the
potential of remote centralized service facilities with conventional
systems and that a system maximizing that potential is needed in order to
take advantage of the primary aspects of a centralized service center.
SUMMARY OF THE INVENTION
Accordingly, it is one object of the present invention to provide a system
for providing remote services without requiring complex equipment or
extensive training for the field personnel requesting those services.
This object is accomplished, at least in part, by a system having a means
for selecting a particular one of a plurality of services available, the
selection being made by an input signal from a requestor in the field via,
for example, a subscriber line and including means for automatically
vocally conveying the results of the selected service to the requestor via
the same subscriber line.
Other objects and advantages will become apparent to those skilled in the
art from the following detailed description read in conjunction with the
appended claims and drawings attached hereto.
BRlEF DESCRIPTION OF THE DRAWlNGS
FIG. 1 is a block diagram of a system embodying the principles of the
present invention;
FIG. 2 is a block diagram of a program control subsystem adapted for use as
shown in FIG. 1; and
FIGS. 3-9 are flow diagrams depicting different scenerios of the system
shown in FIG. 1.
DETAILED DESCRIPTION OF THE INVENTION
A system for providing remote services, generally indicated at 10 in FIG. 1
and embodying the principles of the present invention, includes means 12
for initiating the establishment of a communication channel, a
telecommunication network 14 and a service center 16, the service center
16 being remote from the means 12 for establishing a communication
channel. The communication channel being established via the
telecommunication network 14. ln the embodiment described hereinafter the
telecommunication network 14 is, preferably, a telephone network, although
the present system can be implemented with any form of telecommunication
network.
The means 12, in one embodiment includes a telephone subset 18 connected to
a telecommunication network interface 20. Preferably, the telephone subset
18 is capable of transmitting voice as well as generating dual tone
multifrequency (DTMF) signals via push buttons. The location of the
telephone subset 18, although most frequently a subscriber premise, can be
any location where tests or maintenance must be performed or requested by
field personnel.
In general, the telephone subset 18 will be a typical subscriber subset
installed at a subscriber premise. Alternatively, the subset 18 may be a
portable telephone linesman test set. The telephone subset 18 is designed
to support voice services only, i.e., conventional telephone calls between
and among subscribers. Usually additional equipment, such as a modem, not
shown in FIG. 1, is required to support data communication based links.
Ordinarily, such a modem would be required by the field service personnel
for performing certain tests. The modem is not needed, however, if the
field service personnel is able to use only non-data communications for
both requesting services and receiving the results thereof.
A typical telephone network 14 includes means 22 for providing voice
services and means 24 for providing maintenance services. The maintenance
services are usually performed via a test trunk device located at the
local switch of the telephone network 14. The typical test trunk device is
provided in order to allow the maintenance and testing of subscriber lines
in a non-ring fashion. In the preferred embodiment, the means 22 for
providing voice services and the means 24 for providing maintenance
services are in parallel. The means 22 for providing voice services
includes such services as call setup i.e., dial tone digit collection,
ringing and ring-back, call completion, tear down and call link tear down
upon detection of an on-hook condition at the subscriber location. The
means 24 for providing maintenance services includes such services,
measurements and/or tests applied to both switch and loop connections and
typically involve some form of data communication protocol.
The service center 16 interconnects with the telephone network 14 via
another network interface 26 that allows connection to the telephone
network 14. The service center 16 includes, in the preferred embodiment, a
modem 28, a voice subsystem 30, a maintenance subsystem 32, a programmed
control subsystem 34, a terminal 36 and a secondary storage 38.
The modem 28 is provided for data communication functions. In applications
where transmission conditions allow, a direct digital data link may be
used without the need for a modem. The modem 28 is connected, on one side
thereof, to the network interface 26 and, on the other side thereof, to
the programmed control subsystem 34 and the maintenance subsystem 32. The
programmed control subsystem 34 interprets requests and schedules and
coordinates tests as well as the reporting of test results. The
maintenance subsystem 32 communicates with, and controls, the actual
network testing services. The voice subsystem 30, connected between the
network interface 26 and the programmed control subsystem 34, primarily
performs voice recognition, synthesis and voice telephony functions.
Preferably, the voice subsystem 30 includes a nonvocal signal receiver,
such as a DTMF receiver, that decodes commands sent via a tone dialer. In
the preferred embodiment, the terminal 36 includes a keyboard and monitor
and the secondary storage 38 is connected thereto via the programmed
control subsystem 34. The terminal 36 is provided for a human interface
either for reprogramming the programmed control subsystem 34 or overriding
information and commands stored within the programmed control subsystem
34. The secondary storage 38 is provided as a repository for programs and
data necessary to execute the necessary maintenance services.
In the preferred embodiment, the service center 16 essentially consists of
a personal computer, or the equivalent thereof, wherein the modem 28 and
the voice subsystem 30 are included as typical plug-in boards and the
terminal 36 and secondary storage 38 are preselected compatable peripheral
components. Although the system initialization can be handled via a boot
strapping program at power-on, the terminal 36 allows a local override of
the system 10 by service center personnel.
The voice subsystem 30 preferably operates as a co-processor within the
computer, communicating therewith by means of a combination of interrupts,
input/outputs and shared memory. A single board voice-based system for use
with a personal computer that can be readily adapted for use in the system
10 is described and discussed in U.S. patent application Ser. Nos.
659,989; 670,436; and 670,521 filed on Oct. 13, 1984, Nov. 9, 1984 and
Nov. 9, 1984, respectively, and assigned to the assignee hereof. These
applications are deemed incorporated herein by reference. In general, the
voice subsystem 30 notifies the computer of voice events, such as, a voice
utterance received, a DTMF code received, a voice utterance recognized, a
DTMF recognized and the completion of a voice synthesized message.
The maintenance subsystem 32, in the preferred embodiment, is realized as a
plurality of application programs or sub-programs within the personal
computer and/or as separate system components accessible via a data
communication link. Operationally, in one embodiment, the computer
down-loads program and data to the voice subsystem 30 and provides control
commands thereto.
In one particular implementation of the present system 10 the programmed
control subsystem 34 includes, as shown in FIG. 2, an event handler 40,
i.e., an arbiter, an active task handler 42 and an event controller 44.
The event handler 40 has, as inputs thereto, keyboard strokes from the
terminal 36, all modem events, all data network events, voice events and
DTMF tones. ln general, as further shown in the flow charts, FIGS. 3-9,
the event handler 40 can be set to either ignore or handle each event
based on the event type indicated thereto and is adapted to provide an
immediate response if necessary as well as routing each handled event to
the active task handler 42.
The active task handler 42 executes a system function, such as, performing
a remotely requested measurement or test. The active task handler 42
communicates with the event controller 44 function to allow the
disregarding of all other inputs to the event handler 40 during a
particular test. For example, it may be necessary to ignore all keyboard
strokes and voice utterances for the duration of a voice synthesized
output message.
Preferably, the event handler 40 is implemented by a set of event control
functions within the event controller 44, or dispatcher, that control the
ability of the event handler 40 to accept inputs. Typically, the event
controller 44 is queried by the event handler 40 prior to taking action
subsequent to the receipt of an input event indicator.
The flow charts shown in FIGS. 3 through 9 are discussed below. For
purposes of this discussion, the notation used in FIGS. 3 through 9 is as
follows:
(a) a solid line indicates the flow path within a particular part of the
system 10;
(b) a dashed line indicates the flow path between parts of the system 10;
(c) notation in parenthesis indicates the part state or setting;
(d) notation in rectangles indicate part actions; and
(e) notation in ovals indicate control transfer destination.
In one preferred implementation, a call is placed to the service center 16
by a remotely located field service personnel via the means 12 and is
initially handled as shown in FIG. 3. In particular, when the call is
placed, the modem 28, being "ON HOOK" and awaiting any call, detects the
ringing and notifies the event handler 40 that notifies the dispatcher 44
of the incoming call. The dispatcher 44 creates a new active task,
designated hereinafter as REQ. The REQ task then sets the event handler 40
to ignore further utterances and/or DTMF tonal inputs. Simulataneously,
the modem 28 is commanded to go OFF HOOK, i.e., to stop monitoring the
line. In the preferred scenerio the REQ task also activates a requestor
validation scenario.
A typical requestor validation scenario is depicted in FIG. 6. As shown,
the voice subsystem 30 is activated to send a voice prompt message to the
requestor. For example, the voice subsystem 30 may request that a password
be inputted. The event handler 40 is then set to listen for either a voice
or DTMF response from the requestor. Responsive utterances or DTMF tonal
signals are detected and recognized by the voice subsystem 30 and
forwarded to REQ by the event handler 40 for validation. If the password
is validated, control is passed to the REQ task in the active task
indicator 42. If the password is invalid, REQ may be set to allow a retry
by the requestor or proceed to terminate the call and return to the
monitoring state. Of course, any number of retries may be allowed although
more than a few retries would invite tampering.
Once the caller is validated, the request is processed. One preferred
request processing scenario is depicted by the flow chart shown in FIG. 4.
The requestor is voice prompted to enter his request and, as shown, the
validation scenario shown in FIG. 6 is applied to both obtain and verify
the commands and parameters inputted by the requestor. Upon validation the
active task handler 42 processes the requested service and either
immediately reports the results or defers the report. If the report is
deferred, for example, if the requested test consumes more than a
reasonably short time or if the service request is placed in queue, a
voice prompt so notifies the requestor. Under these circumstances, the
requestor is given the opportunity to decide if the deferred report will
be provided at the requestor's initiative or if the system will initiate
the report call. In either case the active task handler 42 schedules the
call back and directs the dispatcher 44 to create a reporting (RPT) task.
The active task handler 42 then initiates a hangup scenario.
The hangup scenario, shown in the flow diagram of FIG. 5, proceeds to
terminate the requestor's call. The event handler 44 is set to ignore all
voice and DTMF inputs. The voice subsystem 30 then transmits a voice
message advising the requestor to hang up. The active task handler 42 then
directs the modem 28 to go ON HOOK in preparation for the next request.
A report is transmitted, as shown in the flow diagram of FIG. 7, by the
active task handler 42 by forming a list of messages and sequentially
forwarding each to the requestor via the voice subsystem 30. If the system
10 is to initiate a deferred report the task RPT sets up the return call
as shown in the flow diagram shown in FIG. 8. As shown therein, upon call
completion the identity of the requestor is verified via the validity
scenario shown in FIG. 6. Once the requestor is validated the report is
transmitted via the "Transmit Report" scenario of FIG. 7, as shown in the
flow diagram of FIG. 9. After the report has been transmitted the
requestor may provide new commands and parameters for further service. As
before, these are validated using the validation scenario shown in FIG. 6.
Advantageously, each scenerio is directly analogous to a terminal session
with a typical remote maintenance service center wherein the usual "logon"
and "logoff" are analogous to the call receive and hang-up functions of
the system 10. Hence, the system 10 for providing remote maintenance and
services is not disruptive of the structure or functionality of presently
existing systems. Further, the system 10 extends the direct usefulness of
presently existing systems to field personnel and applications without
requiring extraordinary education and other complex instructions and
equipment to, and by, field personnel.
Although the present system has been described herein with regard to an
exemplary embodiment it will be understood that other arrangements and
configurations may also be used that nevertheless do not depart from the
spirit and scope of the present invention. Hence, the present invention is
deemed limited only by the appended claims and the reasonable
interpretation thereof.
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