Callback Service Solution
Source：DONJIN Date：2016-06-23 Click： Second
Service Background The callback service will take advantage of the free-of-charge or low mobile phone call receiving cost features of a fixed telephone or PHS (Personal Handy-phone System) to turn the calling party into the called party, thus achieving the purpose of helping users to save call charges, and assisting operators or virtual operators to gain profits.
In the first place, the call initiator (Hereinafter referred to as the “user”) will dial up the callback platform access number, and this platform will actively cut off the connection after receiving the calling number of this user (as there is no receiving at all, no cost will be created accordingly), and send a call back to the telephone set of this user in the capacity of operator within a certain period (several seconds). After this user picks up the handset, the first call link will be established (at this moment, no call charge will be produced for either of the call parties), the system will play a voice prompt and the user will dial up the called number (the number that the user wants to dial). After the callback system receives the called number completely, it will launch a second call while playing the corresponding voice prompt to the user. If the called party picks up the handset, the second call link will be established, while the system will connect and put through both links to establish a phone call between the calling party and called party. After the phone call is completed, the system will keep a record of the call ticket created for the second link and base on the corresponding rate to deduct the charge of this call from the account (or card) of the user.
1. Analysis of User Requirements
Restricted to the influences of our state policies on the telecommunication industry, the rates of charge for fixed telephone and mobile phone services in our nation have been continually higher. Meanwhile, along with the fast economic growth in our nation, our cooperation and communication with foreign nations have been growingly enhanced and personnel flow between different places has become even more frequent, so that demands for mutual communication between these sides have been increased accordingly. However, high expenses and costs arising from long-distance calls and especially, from the international long-distance calls would mean a considerable burden for those persons who often travel on business overseas, or who tend to have long business stays at both home and abroad.
Nowadays, there are three modes of long distance call communication with low costs. The first mode is the IP phone of telecommunication operators, where the fixed network user can dial up an IP number such as 17909 or 17951 in addition to a telephone number to connect a phone call. However, this mode can produce no substantial decrease in the total phone call charges, and can offer insufficient flexibility as it is restricted to certain fixed operators；The second mode is the network calls implemented via the audio and video tools of instant messaging software. Yet this mode demands that both parties of a call be bestowed with certain software, hardware and network support, as well as the corresponding network knowledge, so that it can be more complicated for a part of users to use; the third mode is the network telephone, i.e. a call made to the called number over the Internet. While the network telephone can produce lower charges, a user needs to have the support of broadband network nearby, thus restricting his or her use of this mode to a certain degree.
Therefore, telephone users would demand a communication code of low charges, excellent call quality and easiness and flexibility to satisfy their ever-growing needs for inter-provincial and international long-distance calls. Scope of the telephone callback service users can cover all the currently available fixed telephone and mobile phone users, such as the users of China Mobile and China Unicom, fixed telephone users of China Netcom and China Telecom and PHS (Personal Handy-phone System, i.e. Xiaolingtong) users, so that this service can be most suitable for the users of one-way billing mobile phones, and those of commercial mobile phones with fee prix fixe.
2. Analysis of Requirements of Virtual Operators
To begin with, there have been all the more abundant TCP/IP-based applications in correspondence with the development of computer and communication technologies, where the VoIP technology has become increasingly sophisticated to meet with the conditions of commercialization; Second, thanks to construction in the previous years, network resources of those basic telecommunication operators have grown fairly mature, while there can be substantial idle capacity of networks to lay an excellent groundwork for the service operations of virtual operators.; Third, either the intensified competition between telecommunication operators or the pressure for business performances would require those basic telecommunication operators to wholesale their call traffic via the virtual operators to enhance the efficiency of use of networks, thus providing an excellent commercial basis for the service operations of virtual operators.
Featuring both the low charges of existing network telephone services, and easiness and flexibility, the telephone callback service can not only save the expenses of telephone users, but also raise the revenues of virtual operators and increase the network efficiency for basic operators.
II. Introduction of Telephone Callback Service
1. Application for this service
there can be many methods of application for the telephone callback service, among which the most important way would be the release of callback phone cards. By means of the account number and password on such a card, the end user can dial up the customer service number for callback service to either open an account or recharge the value of an account. Except these methods, it is also possible to apply for the telephone call service in the service hall or on the website. In the service hall, both the agent and end user can open an account or recharge the value of an account on the service terminals; while the user can also open an account or recharge an account via the designated website.
2.Use of This Service
In the first place, the call initiator (Hereinafter referred to as the “user”) will dial up the callback platform access number, and this platform will actively cut off the connection after receiving the calling number of this user .After the user hangs up, the telephone callback platform will instantly send a call back to the telephone set of this user (the actual primary calling party). After the user picks up the handset(at this moment, no call charge will be produced for either of the calling parties), he or she will hear the voice prompt that the system plays, and will follow this voice prompt to enter the account number and password separately. When the callback platform bases on the user authentication to confirm that the user is a registered user, it will enter by voice input the number to be dialed; After the callback system receives the called number completely, it will launch a second call while playing the corresponding voice prompt to the user. If the called party picks up the handset, the callback platform will put the call through to both the calling and called parties to establish a phone call; Finally, should either party hang up, the callback platform will disconnect all the links while taking down the time length of the phone call and will follow the corresponding rate to deduct the call charge from the user account.
3. Service Features
① Low call charge. The average call charge of user can be restricted to a level of 0.15 yuan per minute, which accounts for only 50% of the average charge of common IP phone. For those users of either the one-way billing mobile phones or PHS phones, such call charge can be even lower.
② Flexibility in Use The end users would only need to use the currently available fixed telephones, PHS phones or mobile phones to activate this service rather than purchase new terminals or change numbers or switch to other networks.
③ Simple Operation Users can enjoy this service immediately after they apply for it. By way of the IVR navigation, users can accomplish the free-of-charge inquiry about the balance in their own accounts at any time, so that this service can be very convenient for users to learn about their own phone bills timely.
III. Service Realization The telephone callback service is based on the Donjin callback service platform to provide such a service.
The Donjin callback service platform can utilize the differences between the charge on calling party and that on called party to realize the changes in the call process by virtue of the flexibility and openness of soft switch technology, depend on the network to transmit the voice data packet and then access the signals into some rented public telecommunication networks to actualize the call function, while the operators or virtual operators can collect the call charges. In this way, it is possible to achieve the purpose of helping users to save their call charges. The topology of this system is shown in the figure below.
Introduction of the service bearer platform.
Its topography is shown as the follows:
Web 服务器- Web server
东进电话回拨业务平台-Donjin telephone callback service platform
The Donjin telephone callback system consists of the Donjin telephone callback platform, a database server, a Web server and a billing server. The virtual operators will rent the analog or digital trunk telephone lines from the basic operators to connect to the Donjin telephone callback platform to call on the calling party to use the PSTN lines and on the called party to use the IP broadband network. The virtual operators can readily acquire the grounding resources over the Internet in the event that they need to search for such resources.
As the core part of this service, the Donjin telephone callback platform can accomplish the functions such as circuit connection, switching and IVR process control to exchange information via the TCP/IP communication protocol, as well as such background devices as the billing server, database server, Web server and maintenance & management terminals.
The database server is a device that stores all the system data, user call tickets, operation logs and operation & maintenance records.
The billing server can provide both the real-time billing and manual post-billing modes, submit the CDR (call detail records) to the telecommunication bureaus, fulfill the generation and management of the callback card library and provide the management of inbound and outbound call rights of users.
The Web server can facilitate the users to accomplish their applications for this service, recharging for their accounts and balance inquiry, as well as the remote management of virtual operators.
2. Development and Deployment of This Service
Integrating the unified service use environment and open service development interfaces, the Donjin telephone callback service platform can utilize the graphic development tools to carry out the second development, thus facilitating the virtual operators to add and modify the attributes of their services.
This system is mainly composed of the telephone callback service control interface(s), user management interface(s) and service billing management interface(s).
The telephone callback service control interface(s) would count on the interface function and graphic interface(s) to take control of call connections, implement the scheduling of platform resources, take control of the IVR voice streaming and coordinate the operation of whole system; the user management interface(s) can accomplish the operations of user list to realize such functions as the service application, cancellation, billing and statistics for users; The business management interface(s) can realize such functions as the batch generation of telephone cards, management of amount and number of telephone cards, recharging of new cards, cancellation of old cards, inter-card transfer of payment, setting of charging rates and so on.
3. Service Management and Maintenance
① Service Management
Recharging management: Generation of the passwords, validity and amount of recharging cards;
Account number management: addition of new account numbers, deletion of existent account numbers, modification of account numbers, search of account numbers and update of account number list data;
Charging rate management: addition of new charging rates, modification of charging rates, deletion of existent charging rates, setting of service fees and update of charging rate list data.
Call ticket management: call ticket inquiry, inquiry by account numbers and inquiry by date.
System management: Setup of device number, line types, local area codes, number of lines, and number of schedulers and corresponding number;
Number of people online: Checking the actual status of use of lines and number of people online;
Line status: Normal work, line failure, or in use;
SMS function: SMS recharging, opening of SMS account and SMS callback;
②. System Maintenance and Management
This system provides the graphic maintenance and management tools to facilitate the setup of various parameters and maintenance and management of the system platform, where the service operators can accomplish the remote maintenance and management of this system as well.
Data Backup and Recovery The system can back up various data into different directories or storage media. For any critical operation affecting the system running and billing service, the system can provide an alarm message describing the result(s) of such operation. Data that can be backed up include various system data, local data, user data, and statistical billing data and so on. ?
Log Management. All the data setting and modification operations will be recorded by the network administration system to generate logs for the purpose of inquiries in future. ?
The system can provide the intuitionistic graphic display of current status of system operation, involving the status of system hardware, various external ports and system resource uses and No. 7 Link to provide evidences for the analysis of faults. Operators can implement the remote real-time monitoring of status of system operation to reduce the maintenance costs.
④. Fault Alarm The system can provide various real-time alarming messages, which can be recorded, stored and searched on the alarming subsystem. Such alarming messages can be processed by their grades. For the alarming messages of high grade, significant voice or display mode can be provided to attract the notice of maintenance staff.
IV. Benefit Analysis of Telephone Callback Service
1. PHS (Personal Handy-phone System, i.e. Xiaolingtong) Phones
When a PHS phone is used to dial a long-distance call, the usual charging rate would be 0.35-0.7yuan/minute. But if the virtual operator can set up the charging rate for both telephone channels as 0.15 yuan per minute when the cost for these channels is 0.09 yuan per minute, then this operator can jointly gain a profit of 0.06 yuan per minute with its agent(s).
2. Mobile phones with no charge on inbound calls
The charging rate for mobile phones is usually in the range of 0.4-0.6 yuan per minute. But if the virtual operator can set up the charging rate for both telephone channels as 0.15 yuan per minute when the cost for these channels is 0.09 yuan per minute, then this operator can jointly gain a profit of 0.06 yuan per minute with its agent(s).
3. Fixed Telephone
As far as the callback service is concerned, there can be maximum profits accruing from the fixed telephone calls (including calls sent to Hong Kong, Macao and Taiwan), where the charging rate usually falls in the range of 1.5-4.6 yuan per minute. But if the virtual operator can set up the charging rate for both telephone channels as 0.15 yuan per minute when the cost for these channels is 0.09 yuan per minute, then this operator can jointly gain a profit of 0.06 yuan per minute with its agent(s).
4. International Long-Distance Calls
As far as the callback service is concerned, there can be maximum profits accruing from the outbound international calls (including calls sent to Hong Kong, Macao and Taiwan), where the charging rate usually falls in the range of 1.5-4.6 yuan per minute. For example, let us suppose that a mobile phone subscribed with China Mobile is used to dial a number in Korea, provided that the charging rate is 2.8 yuan per minute by using the number 17951. If the virtual operator can set a price rate of 1.5 yuan per minute for its customers when its grounding charge rate is 0.09 yuan per minute as negotiated with the domestic operators, and its grounding charge rate in Korea is 0.84 yuan per minute as negotiated with the international grounding service provider(s), then this virtual operator can jointly gain a profit of 0.57 yuan per minute with its agent(s).
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