System for data processing to automatically assign a caller to one of several recipients

Abstract

System for data processing (1), comprising - a first terminal (2), for example a mobile phone, wherein the first terminal (2) is assigned to a caller; - a plurality of second terminal devices (3), for example mobile phones, wherein each second terminal device (3) is assigned to a receiver; - a data processing device (4), wherein the data processing device (4) is preferably connected to the first terminal device (2) and the second terminal devices (3) via a mobile network; characterized in that the data processing device (4) is configured to receive a request (5) from the caller via the first terminal device (2) and to forward the request (5) to a second terminal device (3) of a recipient in accordance with a predefined constraint.

Description

[0001] The invention relates to a data processing system comprising - a first terminal, for example a mobile phone, the first terminal being associated with a caller; - a plurality of second terminals, for example mobile phones, each second terminal being assigned to a receiver; - a data processing device, wherein the data processing device is preferably connected to the first terminal and the second terminals by means of a mobile radio network.

[0002] The invention further relates to a computer program product comprising instructions that can be executed by a data processing device.

[0003] For example, in connection with services such as on-call services, customer service hotlines or social services, it is often necessary to assign a caller to a single recipient from a pool of recipients. The caller typically has no interest in or right to speak to a specific recipient. In known systems that allow and carry out such an assignment between a caller and a recipient from a list of multiple recipients, the caller presents his or her telephone number to the recipient. Using the telephone number, the recipient can call the caller at any time, sometimes even at an unwanted time. Furthermore, the telephone number can allow conclusions to be drawn about the identity of the caller. Furthermore, the number of calls per recipient is neither predictable nor controllable. It can therefore happen that individual recipients are overloaded while other recipients hardly receive any calls.

[0004] The object of the invention is therefore to mitigate or completely eliminate the disadvantages of the prior art. In particular, the object of the invention is to provide a data processing system and a computer program product that allows for improved assignment of a caller to one of several recipients.

[0005] The object is achieved by a system for data processing of the type mentioned at the outset, wherein the data processing device is configured according to the invention to receive a request from the caller by means of the first terminal and to forward the request to a second terminal of a recipient in accordance with a predefined secondary condition.

[0006] The problem is also solved by a computer program product having instructions which, when the program is executed by a data processing device, cause the device to carry out the following steps: - Receiving a request from a first terminal of a caller; - selecting a second terminal of a receiver according to a predefined constraint; - Forwarding the request to the selected second device; - Receiving an acknowledgement of acceptance of the request from the second terminal device; - Initiating a voice connection between the first terminal and the second terminal.

[0007] The data processing system has a first terminal, for example, a mobile phone, which is assigned to a caller. The first terminal can be, for example, a smartphone or a landline telephone. The first terminal is assigned to a caller. The caller can, for example, be a user of a service offering such as an on-call service, a customer service hotline, or social services. A telephone number can be assigned to the first terminal.

[0008] The data processing system comprises a plurality of second terminals, for example, mobile phones, each of which is assigned to a receiver. The second terminals can be, for example, smartphones and / or landline telephones. Each second terminal is assigned to a receiver. Each second terminal can be assigned a telephone number.

[0009] The data processing system further comprises a data processing device, wherein the data processing device is connected to the first terminal and the second terminals, wherein the data processing device is preferably connected to the first terminal and the second terminals by means of a mobile radio network. The data processing device can be, for example, a server. The data processing device can be, for example, a session border controller (SBC) or have a session border controller. The data processing device is configured to receive a request from the caller by means of the first terminal (preferably by means of a first mobile terminal) and to forward the request to a second terminal (preferably to a second mobile terminal) of a recipient in accordance with a predefined secondary condition. The request can be, for example, a call from the caller.The caller can dial a predefined telephone number, such as a service number of a service center. The service center can, for example, publish a predefined telephone number that provides an offer that is not assigned to just one terminal. The data processing device is configured to forward the request to a second terminal of a recipient. The data processing device is preferably configured to anonymize the request and, for example, not to send a telephone number of the caller (i.e. the first terminal) to the recipient. The data processing device can be configured to present the recipient with a (static) predefined telephone number, which thus enables the recipient to identify the call in connection with the service without disclosing the telephone number and / or data of the specific caller.The forwarding is based on a predefined constraint. To avoid an imbalance in the distribution of incoming requests among available recipients, the predefined constraint can ensure a fair or reasonable distribution of requests.

[0010] By means of the data processing system according to the invention, an improved assignment of a caller to one of several recipients can therefore be ensured overall.

[0011] The predefined constraint preferably comprises an equal distribution of requests per recipient. For example, the predefined constraint can be used to specify that all available recipients receive as equal a number of requests as possible. For example, this can be done by averaging the number of requests per time unit, e.g., per month, week, day, or hour. For example, a first recipient may have already received a request on a given day, while a second recipient has not yet received a request on that day. Due to the predefined constraint comprising an equal distribution of requests per recipient and per day, an incoming request is forwarded to the second recipient in order to fulfill the predefined constraint.For example, an equal distribution can be made according to a timetable that comes from a data source such as a personnel allocation according to a duty roster or club administration.

[0012] The data processing device can optionally be configured to assign a caller identification to the caller and / or to assign a recipient identification to each recipient. The caller identification and / or the recipient identification can, for example, comprise a numerical character string that does not contain any personal data of the caller or recipient and does not allow any conclusions to be drawn about the identity of the caller and / or recipient. The assignment of the caller identification and the recipient identification to the caller or recipient can be known exclusively to the data processing device. The data processing device can preferably not share the information relating to this assignment. The caller therefore has no possibility of contacting the (same) recipient again or at any time. Conversely, the recipient does not receive any information about the caller's identity or contact details from the request.The recipient cannot contact the caller directly, either. This ensures the anonymity of both the caller and the recipient.

[0013] The second terminal devices are optionally configured to receive an acceptance confirmation from the respective recipient and to forward the acceptance confirmation to the data processing device, wherein the data processing device is configured to receive the acceptance confirmation. The acceptance confirmation (of the request) can be made, for example, by pressing a button or by a gesture from the recipient. The request can be received, for example, in the form of an incoming call on the recipient's second terminal device. The recipient can, for example, accept the call and thus initiate an acceptance confirmation. In addition to accepting the call, the recipient can, for example, make a separate acceptance confirmation, for example by entering a character or a combination of characters. For example, a hash symbol ("#") can be entered, which can represent an acceptance confirmation.This allows the data processing facility to document, for example, which requests were confirmed between which parties (i.e. between which recipient and which caller).

[0014] Optionally, the data processing device can be configured to initiate a voice connection between the caller's first terminal and the recipient's second terminal upon receipt of the acceptance confirmation. For example, a voice connection can only be established after the data processing device has received the acceptance confirmation. The voice connection can be established via a connection via a mobile network or landline. The voice connection can be a Voice over IP connection. The data processing device can provide a Session Initiation Protocol (SIP).

[0015] Optionally, the data processing device can be configured to forward the request to at least two, for example, at least five, in particular up to 15, second terminals, preferably simultaneously. This allows a call to be forwarded to multiple recipients in parallel, thereby increasing the probability of a positive acceptance of the request.

[0016] Optionally, the data processing device can be configured to forward the request to at least one additional recipient after a predefined time (i.e., for example, to add an additional recipient to a list of recipients to whom the request is forwarded). For example, the request can be forwarded to a first group of second terminals (i.e., to a first group of recipients). If no acceptance of the request is received from this first group within the predefined time, for example, within 30 seconds, the request can be forwarded to a second group of second terminals. This can further increase the probability of acceptance.

[0017] Optionally, the data processing device can be configured to initiate a voice connection between the caller's first terminal and the recipient's second terminal via an app upon receipt of the acceptance confirmation. For example, a voice connection can only be established after confirmation by the first and / or second terminal. The voice connection can be established via a mobile network or landline. The voice connection can be a Voice over IP connection. The data processing device can provide a Session Initiation Protocol (SIP).

[0018] The data processing device can optionally be configured to assign a license to the caller and / or the recipient. The license can be, for example, a license from a mobile operator or a Voice over IP service. The license can be revoked after a voice connection (i.e., a telephone call) has been terminated in order to be able to serve a subsequent request.

[0019] The data processing device can optionally be configured to assign licenses to a telephone number or to a person on a rolling basis.

[0020] The computer program product may optionally include further instructions which, when the program is executed by the data processing device, cause it to carry out the following further steps: - Assigning a recipient identification to the recipient and assigning a caller identification to the caller.

[0021] The computer program product may optionally include further instructions which, when the program is executed by the data processing device, cause it to carry out the following further steps: - Assigning billing information to the call (i.e., service usage).

[0022] The computer program product may, for example, comprise further instructions which, when the program is executed by the data processing device, cause it to carry out the following further steps: - Granting a license for the voice connection.

[0023] Optionally, the computer program product may comprise instructions which, when the program is executed by the data processing device, cause the data processing device to carry out the following further steps before initiating a voice connection between the first terminal and the second terminal: - Selection of at least one predefined announcement based on the identifying caller and / or the recipient (e.g. national language for information connection messages) - Input of relevant information on the use of the service, such as costs for the service (in particular for the voice connection), information on measures relating to data protection and / or on the processing of information relating to callers and / or recipients.

[0024] Optionally, the computer program product may comprise instructions which, when the program is executed by the data processing device, cause the data processing device to carry out the following further steps before initiating a voice connection between the first terminal and the second terminal: - Anonymize the caller's phone number; - Ensuring the anonymization of the recipient through (human) interaction of the recipient with the second device.

[0025] Optionally, obtaining an acceptance confirmation may include obtaining a (current) time, location, and / or language of the caller and / or the recipient.

[0026] Optionally, the computer program product may include instructions which, when the program is executed by the data processing device, cause the data processing device to perform the following further steps: - Recording and / or qualifying the voice connection, in particular for billing purposes.

[0027] For example, the duration of a voice call can be recorded. In particular, costs can be determined from this duration.

[0028] Optionally, the data processing device can be configured to register a recipient. For example, a telephone number of the recipient, preferably together with a name of the recipient, can be stored by the data processing device. For example, the data processing device can be configured to receive an active message (activation of the willingness to receive calls) and / or a deregistration (deactivation of the willingness to receive calls) from a recipient. For example, a recipient can be registered and only be available to accept a request at certain times. For this purpose, the recipient can transmit an active message to the data processing device to signal to the data processing device that requests can be accepted from the recipient.Conversely, the recipient can transmit a deregistration to the data processing device to signal to the data processing device that no requests from the recipient will be accepted. The predefined constraint can, for example, include that a request is forwarded exclusively to an active recipient (i.e., a recipient who has transmitted an active message to the data processing device). Equal distribution can, for example, only apply to active recipients.

[0029] The recipient's second terminal device can, for example, have an app connected to the data processing device. The data processing device can, for example, forward the request to the second terminal device via the app. The recipient can, for example, receive and accept a request via the app. For example, the voice connection between the caller and the recipient can be established via the app (preferably via Voice over IP).

[0030] The invention is further explained with reference to the following figures and exemplary embodiments, to which, however, it is not intended to be limited. Fig. 1 shows a system for data processing with a first terminal of a caller, several second terminals of recipients and a data processing device. Fig. Figure 2 shows a flowchart of a process using the data preparation system.

[0031] Fig. 1 shows a data processing system 1, comprising - a first terminal 2, in this exemplary embodiment a mobile phone, wherein the first terminal 2 is assigned to a caller; - a plurality of second terminals 3, in this exemplary embodiment mobile phones, wherein each second terminal 3 is assigned to a receiver; - a data processing device 4, wherein the data processing device 4 is connected to the first terminal 2 and the second terminals 3 by means of a mobile radio network. The data processing device 4 is configured to process a request 5 (see Fig. 2) of the caller by means of the first terminal 2 and to forward the request 5 according to a predefined constraint to (exactly) a second terminal 3 of a recipient.

[0032] In this example, the predefined constraint has an equal distribution of requests per recipient.

[0033] The second terminals 3 are set up to send an acceptance confirmation 6 (see Fig. 2) of the respective recipient and to forward the acceptance confirmation 6 to the data processing device 4, wherein the data processing device 4 is configured to receive the acceptance confirmation 6.

[0034] The data processing device 4 is configured to initiate a voice connection between the first terminal 2 of the caller and the second terminal 3 of the recipient after receiving the acceptance confirmation 6.

[0035] The data processing device 4 executes a computer program product, wherein the computer program product (also referred to as a “program”) has instructions which, when the program is executed by the data processing device 4, cause it to carry out the following steps: - Receiving the request 5 of a first terminal 2 of the caller; - selecting a second terminal 3 of a receiver according to a predefined constraint; - Forwarding the request 5 to the selected second terminal 3; - receiving an acceptance confirmation 6 of the request from the second terminal 3; - Initiating a voice connection between the first terminal 2 and the second terminal 3.

[0036] The computer program product has further instructions which, when the program is executed by the data processing device 4, cause it to carry out the following further steps: - Assigning a recipient identification to the recipient and assigning a caller identification to the caller.

[0037] Fig. 2 shows a flowchart of a method with the data processing system 1 from Fig. 1.

[0038] In a first step, the caller sends a request 5 to the data processing device 4 using the first terminal 3. The data processing device 4 receives the request 5. In a next step, the data processing device selects (exactly) a second terminal 3 of a recipient according to the predefined constraint and forwards the request to the selected second terminal 3. The second terminal 3 consequently receives the request 5 from the data processing device 4. Personal data of the caller are not included in the request 5. The recipient accepts the request. The second terminal receives an acceptance confirmation 6 and forwards this to the data processing device 4. The data processing device 4 receives the acceptance confirmation 6 of the request from the second terminal 3. Thereupon (ieAfter receiving the acceptance confirmation (6), the data processing device initiates a voice connection between the first terminal 1 and the second terminal 3. Consequently, the caller can make a telephone call to a recipient selected according to the predefined constraint. To do so, the caller does not need to share a telephone number (also referred to as a "telephone number") and / or (other) personal data with the recipient. Conversely, the recipient does not need to share a telephone number and / or personal data with the caller.

[0039] In this example, data processing device 4 is operated by a security service whose goal is to connect an on-duty employee (i.e., a recipient), such as a driver, with a customer (caller). The recipient is therefore one of the regionally responsible employees on call.

Claims

[1] Data processing system (1), comprising - a first terminal (2), for example a mobile phone, the first terminal (2) being assigned to a caller; - a plurality of second terminals (3), for example mobile telephones, each second terminal (3) being assigned to a receiver; - a data processing device (4), wherein the data processing device (4) is preferably connected to the first terminal (2) and the second terminals (3) by means of a mobile radio network; characterized by that the data processing device (4) is configured to receive a request (5) from the caller by means of the first terminal (2) and to forward the request (5) to a second terminal (3) of a recipient in accordance with a predefined secondary condition. [2] System according to claim 1, characterized by that the predefined constraint has an equal distribution of requests per recipient. [3] System according to claim 1 or claim 2, characterized by that the data processing device (4) is set up to assign a caller identification to the caller and / or to assign a recipient identification to each recipient. [4] System according to one of claims 1 to 3, characterized by that the second terminals (3) are configured to receive an acceptance confirmation (6) from the respective recipient and to forward the acceptance confirmation (6) to the data processing device (4), wherein the data processing device (4) is configured to receive the acceptance confirmation (6). [5] System according to claim 4, characterized by that the data processing device (4) is configured to initiate a voice connection between the first terminal (2) of the caller and the second terminal (2) of the recipient after receiving the acceptance confirmation (6). [6] System according to claim 5, characterized bythat the data processing device (4) is arranged to assign a license to the caller and / or the recipient. [7] A computer program product comprising instructions which, when the program is executed by a data processing device (4), cause the device (4) to carry out the following steps: - receiving a request from a first terminal (2) of a caller; - selecting a second terminal (3) of a receiver according to a predefined constraint; - forwarding the request (5) to the selected second terminal (3); - receiving an acceptance confirmation (5) of the request from the second terminal (3); - Initiating a voice connection between the first terminal (2) and the second terminal (3). [8] Computer program product according to claim 7, comprising further instructions which, when the program is executed by the data processing device (4), cause the data processing device (4) to carry out the following further steps: - Assigning a recipient identification to the recipient and assigning a caller identification to the caller. [9] A computer program product according to claim 7 or claim 8, comprising further instructions which, when the program is executed by the data processing device (4), cause the data processing device (4) to carry out the following further steps: - Granting a license for the voice connection. [10] Computer program product according to one of claims 7 to 9, comprising further instructions which, when the program is executed by the data processing device (4), cause the data processing device (4) to carry out the following further steps: - Recording and / or qualifying the voice connection, in particular for billing purposes.

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