U.S. patent application number 15/210472 was filed with the patent office on 2016-11-03 for core services platform for wireless voice, data and messaging network services.
This patent application is currently assigned to Jasper Technologies, Inc.. The applicant listed for this patent is Scott Barkley, Daniel Collins, Amit Gupta, Jack McGwire, Jahangir Mohammed, Gautam Shah. Invention is credited to Scott Barkley, Daniel Collins, Amit Gupta, Jack McGwire, Jahangir Mohammed, Gautam Shah.
Application Number | 20160323766 15/210472 |
Document ID | / |
Family ID | 47361765 |
Filed Date | 2016-11-03 |
United States Patent
Application |
20160323766 |
Kind Code |
A1 |
Mohammed; Jahangir ; et
al. |
November 3, 2016 |
CORE SERVICES PLATFORM FOR WIRELESS VOICE, DATA AND MESSAGING
NETWORK SERVICES
Abstract
A system and method for managing wireless devices in a wireless
network that performs operation comprising: receiving a diagnostic
request to analyze a problem associated with a wireless device
operating in the wireless network; retrieving contextual
information associated with the wireless device from a database of
the wireless network; determining at least one solution for the
problem associated with the wireless device based on the contextual
information; transmitting the at least one solution; and receiving
a confirmation that the problem has been resolved.
Inventors: |
Mohammed; Jahangir;
(Saratoga, CA) ; Gupta; Amit; (Livermore, CA)
; Collins; Daniel; (McKinney, TX) ; Shah;
Gautam; (San Francisco, CA) ; Barkley; Scott;
(San Mateo, CA) ; McGwire; Jack; (Sunnyvale,
CA) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
Mohammed; Jahangir
Gupta; Amit
Collins; Daniel
Shah; Gautam
Barkley; Scott
McGwire; Jack |
Saratoga
Livermore
McKinney
San Francisco
San Mateo
Sunnyvale |
CA
CA
TX
CA
CA
CA |
US
US
US
US
US
US |
|
|
Assignee: |
Jasper Technologies, Inc.
Santa Clara
CA
|
Family ID: |
47361765 |
Appl. No.: |
15/210472 |
Filed: |
July 14, 2016 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
|
13267379 |
Oct 6, 2011 |
9398172 |
|
|
15210472 |
|
|
|
|
61501131 |
Jun 24, 2011 |
|
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Current U.S.
Class: |
1/1 |
Current CPC
Class: |
H04M 15/46 20130101;
H04M 15/80 20130101; H04M 15/58 20130101; H04L 1/00 20130101; H04W
24/08 20130101; H04M 15/8016 20130101; H04M 15/70 20130101; H04L
41/5064 20130101; H04M 15/745 20130101; H04M 15/844 20130101; H04L
12/1407 20130101; H04L 43/00 20130101; H04J 3/14 20130101; H04W
4/24 20130101; H04W 4/12 20130101; H04M 15/8214 20130101; H04L
43/50 20130101 |
International
Class: |
H04W 24/08 20060101
H04W024/08; H04W 4/12 20060101 H04W004/12; H04M 15/00 20060101
H04M015/00; H04W 4/24 20060101 H04W004/24 |
Claims
1. A system for managing wireless devices in a wireless network
comprising: a processor; and a memory coupled with the processor,
wherein the memory is configured to provide the processor with
instructions which when executed cause the processor to: receive a
diagnostic request to analyze a problem associated with a wireless
device operating in the wireless network; retrieve contextual
information associated with the wireless device from a database of
the wireless network; determine at least one solution for the
problem associated with the wireless device based on the contextual
information; transmit the at least one solution; and receive a
confirmation that the problem has been resolved.
Description
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] This application is a continuation of U.S. patent
application Ser. No. 13/267,379 filed Oct. 6, 2011 which claims the
benefit of priority for prior Provisional Patent Application No.
61/501,131, filed on Jun. 24, 2011, the entire contents of which
are incorporated herein by reference.
FIELD OF THE INVENTION
[0002] Embodiments of the invention relate to services provided to
consumers and operators of wireless networks.
BACKGROUND
[0003] The continued evolution of wireless network technology
allows consumers today to communicate with each other by voice,
data and text messaging through highly sophisticated network
architectures. A consumer can make a phone call, download data and
send text messages using a single wireless communication device,
such as a smartphone. Typically, a consumer would purchase a plan
from a network operator and be constrained by the rules defined in
the plan for the duration of the plan period. For example, if the
plan's policy does not allow roaming outside of a predetermined
region, the consumer would be unable to make any calls from his
smartphone once he leaves that region. The consumer may be unaware
of the cause of the problem, and cannot easily find help at a time
when he cannot make phone calls. As another example, if the plan
has a set quota for data usage and the consumer has reached a
predetermined threshold (e.g., 90%) of that quota before the end of
a billing cycle, the consumer's future data traffic can be
throttled (e.g., the Quality of Service (QoS) is lowered) until the
next billing cycle starts. With the conventional operator's system,
a consumer cannot easily monitor his data usage and cannot easily
request his QoS be maintained at the same level throughout a
billing cycle. Thus, the conventional operator's system for
managing usage, offers, pricing and policy is inflexible and cannot
easily adapt to consumers' needs.
BRIEF DESCRIPTION OF THE DRAWINGS
[0004] The present invention is illustrated by way of example and
not limitation in the figures of the accompanying drawings, in
which like references indicate similar elements and in which:
[0005] FIG. 1 is a diagram of one embodiment of network
architecture in which a Core Service Platform (CSP) system may
operate.
[0006] FIG. 2 is a diagram of one embodiment of a deployment model
for a CSP system.
[0007] FIG. 3 is a diagram of one embodiment of a mobile
communication device.
[0008] FIG. 4 is a diagram of one embodiment of a computer
system.
[0009] FIG. 5 is an overview of CSP system integration according to
one embodiment of the invention.
[0010] FIG. 6 is an overview with further details of CSP system
integration according to one embodiment of the invention.
[0011] FIG. 7 is an embodiment of integration between a CSP system
and an operator network.
[0012] FIG. 8 is an embodiment of network signal flow.
[0013] FIG. 9 is another embodiment of network signal flow.
[0014] FIG. 10 is an embodiment of integration between a CSP system
and a wireless communication device.
[0015] FIG. 11 is an embodiment of a display screen of a CSP device
application (CDA) that shows a "My Account" feature.
[0016] FIG. 12 is an embodiment of a display screen of a CDA that
shows a "Tell a Friend" feature.
[0017] FIG. 13 is an embodiment of a display screen of a CDA that
shows a "Diagnostic Help" feature.
[0018] FIG. 14 is an embodiment of a display screen of a CDA that
shows a "Contextual Help" feature.
[0019] FIG. 15A is an embodiment of a display screen of a CDA that
shows a "Usage Alert" feature.
[0020] FIG. 15B is an embodiment of a display screen of a CSP
device application that shows a "Roaming Alert" feature.
[0021] FIG. 16 is an embodiment of a display screen of CSP operator
Web applications.
[0022] FIG. 17 is an embodiment of Custom Relationship Management
(CRM) integration.
[0023] FIG. 18 is an embodiment of a process for publishing
offer/policy from a CSP system to an operator.
[0024] FIG. 19 is an embodiment of provisioning/order entry
integration.
[0025] FIG. 20 is an embodiment of a process for provisioning/order
entry integration.
[0026] FIG. 21 is an embodiment of billing integration.
[0027] FIG. 22 is an embodiment of reporting integration.
DETAILED DESCRIPTION
[0028] In the following description, numerous specific details are
set forth. However, it is understood that embodiments of the
invention may be practiced without these specific details. In other
instances, well-known circuits, structures and techniques have not
been shown in detail in order not to obscure the understanding of
this description. It will be appreciated, however, by one skilled
in the art, that the invention may be practiced without such
specific details. Those of ordinary skill in the art, with the
included descriptions, will be able to implement appropriate
functionality without undue experimentation.
[0029] FIG. 1 is a block diagram illustrating an embodiment of a
network system. In the embodiment shown, a cellular device 100
communicates with an operator network 110 through a base station
102 and a base station controller 104. Cellular device 100 can be a
cellular telephone, a smartphone with data transfer and messaging
capability, a tablet computer, a personal digital assistant (PDA),
a video-camera, a gaming device, a global positioning system (GPS),
an e-Reader, a Machine-to-Machine (M2M) device (i.e., an
application-specific telemetry device that collects data using
sensors and transmits the data to a destination such as a server
over a network), a hybrid device with a combination of any of the
above functionalities, or any other wireless mobile devices capable
of sending and receiving voice, data and text messages. Cellular
device 100 communicates with operator network 110 using wireless
protocols, such as Bluetooth, IEEE 802.11-based wireless protocols
(such as Wi-Fi), and the like. Cellular device 100 is used by a
consumer (equivalently, a subscriber or a user). Operator network
110 is a wireless cellular network that includes a voice network
(e.g., a global system for mobile communications (GSM) network), a
data network (e.g., a general packet radio service (GPRS) network),
and a messaging network (e.g., a short message service (SMS)
network). It is understood that operator network 110 can include
voice, data and messaging networks that are different from the GSM
network, GPRS network and SMS network. In the embodiment shown, the
voice network is represented by a network switching subsystem 106,
the data network is represented by a Serving GPRS Support Node
(SGSN) 127, a Gateway GPRS Support Node (GGSN) 107, and the
messaging network is represented by a messaging gateway 108. It is
understood that operator network 110 includes various other network
components, which are omitted herein for simplicity of
illustration. Operator network 110 allows a user of cellular device
100 to engage in voice, data and messaging communications with
devices coupled to operator network 110 through external networks
(not shown).
[0030] In one embodiment, base station 102 includes a radio
transmitter and receiver for communicating with cellular devices
(e.g., cellular device 100), and a communications system for
communicating with base station controller 104. Base station
controller 104 controls base station 102 and enables communication
with operator network 110. In various embodiments, base station
controller 104 can control any number of base stations.
[0031] Network switching subsystem 106 controls voice network
switching, maintains a register of cellular device locations, and
connects operator network 110 with an external voice network, such
as a public switched telephone network, a private voice telephony
network, or any other appropriate voice telephony network. In one
embodiment, network switching subsystem 106 includes a mobile
switching center (MSC) 111, a home location register (HLR) 113, and
a visitor location register (VLR) 114. MSC 111 controls, sets up
and releases a voice connection using signaling protocols such as
signaling system No. 7 (SS7). In some embodiments, MSC 111
additionally tracks the time of a voice connection for the purposes
of charging cellular devices, decrementing available usage,
tracking monetary balance, monitoring battery status, and other
purposes. In one embodiment, operator network 110 may include any
number of MSCs. Each of these MSCs serves cellular devices within a
network area, which may include one or more base stations and one
or more base station controllers. Some of the cellular devices may
be registered to use this network area as their "home network," and
some of the other cellular devices may be registered to use other
network areas as their home networks. HLR 113 maintains a list of
cellular devices whose home network is served by MSC 111. VLR 114
maintains a list of cellular devices that have roamed into the area
served by MSC 111. When a cellular device leaves its home network
(e.g., the network area served by MSC 111), the VLR ("target VLR")
of the network ("target network") to which the device has roamed
communicates with HLR 113 in the home network of the device. When
HLR 113 has confirmed to the target VLR that it can allow the
device to use the target network, the device is added to the target
VLR, and the MSC in the target network sets up the communication
for the roaming cellular device.
[0032] SGSN 127 and GGSN 102 are two of the main components in the
core data network of operator network 110. SGSN 127 is responsible
for the delivery of data packets from and to the cellular devices
within its geographical service area. The tasks of SGSN 127 include
packet routing and transfer, mobility management (attach/detach and
location management), logical link management, authentication and
charging functions. GGSN 107 controls data communications switching
and connects operator network 110 with an external data network,
such as a local area network, a wide area network, a wired network,
a wireless network, the Internet, a fiber network, a storage area
network, or any other appropriate networks. In some embodiments,
GGSN 107 is one of the core components in the core data network of
operator network 110. Although not shown in FIG. 1, the core data
network of operator network 110 may also include various other
network switching components. GGSN 107 serves as an interface
between operator network 110 and external data networks, and
translates data packets into the appropriate formats for the
devices on each side. In the embodiment shown, GGSN 107 also
performs policy and charging enforcement and control via the
functionalities of: Policy and Charging Enforcement Function (PCEF)
122, Policy and Charging Rules Function (PCRF) 123 and Online
Charging System (OCS) 124. PCRF 123 performs policy control and
flow-based charging control. To that end, PCRF 123 authorizes
Quality of Service (QoS) resources and operations, e.g., service
redirection and other policy-based actions. Ultimately, PCRF 123
resembles a collection controller in that it collects the
subscriber's subscription data and allows PCEF 122 to enforce the
policies and the charging. OCS 124 facilitates the online charging
process by collecting charging information about network resource
usage concurrently with that resource usage. OCS 124 also approves
authorization for the network resource usage prior to the actual
commencement of that usage. The approval may be limited in terms of
data volume or in terms of duration. PCEF 122 performs policy
enforcement, service data flow detection, and flow-based charging
functionalities. The policy control indicated by the PCRF 123 is
enforced by PCEF 122. To that end, the PCEF 122 will permit the
service data flow to pass through PCEF 122 only if there is a
corresponding active Policy and Charging Control (PCC) rule and if
OCS 124 has authorized credit for the charging key used for online
charging. Ultimately, PCEF 122 ensures that service is provided
with the appropriate QoS and that the subscriber is charged in
accordance with the charging rate set for the subscriber.
[0033] Messaging gateway 108 provides short messages transit
between cellular devices and other communication devices. Messaging
gateway 108 can be a Short Message Service Center (SMSC), a
multi-media messaging center (MMSC), or a network node coupled to
the SMSC or MMSC. Messaging gateway 108 delivers text messages
through operator network 110 to/from external networks via standard
protocols such as Short Message Peer-to-Peer Protocol (SMPP) or
Universal Computer Protocol (UCP).
[0034] In some embodiments, operator network 110 is coupled to a
hosted service platform 120 via a Core Service Platform (CSP)
network 170 and a number of network nodes. Hosted service platform
120 serves as a service management platform for wireless
communication devices such as cellular device 100. Hosted service
platform 120 may include multiple data centers in multiple
geographical locations with each data center including multiple
server computers. Hosted service platform 120 includes a number of
CSP engines 122 that provide a suite of functions to automate both
the sales and support processes towards wireless users. Hosted
service platform and CSP network 170, as well as software hosted
thereon, form a CSP system. An overview of the CSP system will be
described below in connection with FIGS. 5 and 6.
[0035] CSP network 170 provides connections between the data
centers in the hosted service platform 120 and operator network
110. In one embodiment, CSP network 170 includes a GGSN 171 that
implements PCRF 173 and OCS 174. Depending on the agreements
between the operator/owner of operator network 110 and
operator/owner of CSP network 170, both sets of (PCRF 123, OCS 124)
and (PCRF 173, OCS 174) can be active at the same time or at
different stages of service deployment. In some alternative
embodiments, CSP network 170 does not implement PCRF 173 and OCS
174. Instead, host service platform 120 collects subscription data,
policy and charging information from operator network 110.
[0036] The network nodes between operator network 110 and CSP
network 170 are represented in FIG. 1 as operator network node 130,
network node A 131 and network node B 132. These network nodes
(130, 131 and 132) can include switches, routers, bridges, and
other network components. There can be any number of network nodes
between operator network 110 and CSP network 170. In the embodiment
shown, operator network node 130 communicates with network node A
131 via an integrated connection, while it communicates with
network node B 132 via three separate connections for voice, data
and text messaging.
[0037] In some embodiments, an operator IT system 150 is coupled to
operator network 110 via operator network node 130. Operator IT
system 150 receives subscribers' data and usage from operator
network 110, and provides the functions of Customer Relationship
Management (CRM)/care, provisioning/order entry, billing/mediation
(or payments), and reporting/data warehouse (DWH) (or business
intelligence). Operator IT system 150 also provides a user
interface (such as a desktop interface or a Web interface) for a
system administrator to monitor and manage these functions. In one
embodiment, operator IT system 150 includes a control center that
hosts CSP operator Web applications 154. CSP operator Web
applications 154 allow an operator to manage its marketing
campaign, offers (equivalently, rate plans), pricing, billing and
customer care in an integrated environment. Functionality of CSP
operator Web applications 154 will be described later in further
detail with reference to FIG. 16.
[0038] In some embodiments, cellular device 100 stores and runs CSP
device application (CDA) 140. CDA 140 displays alerts and
notifications to consumers in response to the consumers' current
usage and condition, provides customized contextual offers in real
time, and allows consumers to select and purchase wireless products
and services from their devices. Moreover, using CDA 140, consumers
can diagnose and solve their own service questions and problems
directly from their wireless device. For example, CDA 140 can query
multiple sources, including cellular device 100 itself, to perform
a diagnosis. Functionality of CDA 140 will be described later in
further detail with an example shown in FIGS. 10-15.
[0039] FIG. 2 is a diagram illustrating an embodiment of a
deployment model for the CSP data centers. The CSP data centers can
be a cloud-based computing system. In the embodiment shown, two
data centers (220 and 230) are coupled to operator Internet
Protocol (IP) network 210 via CSP network 170 and a number of
network nodes (e.g., routers). Data centers 220 and 230 are part of
hosted service platform 120 of FIG. 1. Data centers 220 and 230 can
be deployed at different locations and each center includes
multiple server computers. Some of the server computers can serve
as Web servers providing resources that can be accessed by the
operator and subscribers. Data centers 220 and 230 can be
synchronized in real time, and either data center can carry the
full service demand. In one embodiment, dynamic IP routing is
established (e.g., Border Gateway Protocol (BGP)) between operator
IP network 210 and data centers 220 and 230, such that failure of
one path will allow for automatic routing via the alternative
path.
[0040] It is understood that hosted service platform 120 of FIG. 1
can include any number of data centers in any geographical
locations. Operator IP network 210 can be part of the data network
of operator network 110 of FIG. 1. In the embodiment shown,
operator IP network 210 interconnects GGSN 107, messaging gateway
108 and the systems of CRM, provisioning/order entry,
billing/mediation, and data warehouse (DWH) in operator IT system
150 of FIG. 1. In one embodiment, operator IP network 210 and CSP
network 170 exchange provisioning/order entry data, charging data
records (CDRs), reports via standard 3.sup.rd Generation
Partnership Product (3GPP) interfaces (Gx, Gy).
[0041] FIG. 3 is a block diagram illustrating an embodiment of a
wireless communication device 300 (e.g., cellular device 100 of
FIG. 1). In one embodiment, wireless communication device 300 is a
smartphone. In alternative embodiments, wireless communication
device 300 can be a cellular telephone, a tablet computer, a
personal digital assistant (PDA), a video-camera, a gaming device,
a global positioning system (GPS), an e-Reader, a
Machine-to-Machine (M2M) device (i.e., an application-specific
telemetry device that collects data using sensors and transmits the
data to a destination such as a server over a network), a hybrid
device with a combination of any of the above functionalities, or
any other wireless mobile devices capable of sending and receiving
voice, data and text messages. In the embodiment shown, wireless
communication device 300 includes a radio transmitter 302, a radio
receiver 304, a processor 306, memory 310, a subscriber identity
module (SIM) 312, and a display 314. In some embodiments, SIM 312
is optional and the inclusion of SIM 312 is dependent on the
network technology in use. Radio transmitter 302 and radio receiver
304 communicate with a base station (e.g., base station 102 of FIG.
1) using wireless radio communication protocols. In some
embodiments, radio transmitter 302 and/or radio receiver 304
communicate voice signals, data signals, text signals (e.g., SMS),
configuration and/or registration signals, or any other appropriate
kinds of signals. Processor 306 executes instructions stored in
memory 310 to control and perform the operations of wireless
communication device 300. In some embodiments, memory 310 includes
one or more of the following: read-only memory (ROM), flash memory,
dynamic random access memory (DRAM), static memory and data storage
device. Memory 310 can act as temporary and/or long-term
information storage for processor 306. In one embodiment, memory
310 stores CDA 140. In one embodiment, display 314 can serve as a
graphical user interface (GUI) that displays images and data, such
as the screen displays of CDA 140. The displayed images and data
can be retrieved from memory 310 or other local storage, or can be
received through radio receiver 304 from a Web server (e.g., the
Web servers in the CSP data centers).
[0042] In one embodiment, SIM 312 is a removable module storing an
identifying number for wireless communication device 300 to
identify the device to the network. In various embodiments, SIM 312
stores an International Mobile Subscriber Identity (IMSI) number,
an Integrated Circuit Card Identifier (ICCID) number, a serial
number, or any other appropriate identifying number.
[0043] FIG. 4 is a block diagram illustrating an embodiment of a
computer system 400. In one embodiment, computer system 400 can be
a server computer within hosted service platform 120 of FIG. 1. In
another embodiment, computer system 400 can be a server computer
within operator IT system 150 of FIG. 1. It is understood that
hosted service platform 120 and operator IT system 150 can include
any number of server computers. In the embodiment shown, computer
system 400 includes a processor 412, memory 410, an I/O device 404,
a network interface 402, a display 414 and a bus 408. In one
embodiment, display 414 can serve as a graphical user interface
(GUI) that displays graphics and data to an operator. Some of the
displayed graphics and data can be retrieved from memory 410 or
other local storage, or received through network interface 402 from
a Web server. Processor 412 represents one or more general-purpose
processing devices. Memory 410 includes one or more of the
following: read-only memory (ROM), flash memory, dynamic random
access memory (DRAM), static memory and data storage device.
Network interface 402 communicates with an external data network.
In an embodiment where computer system 400 is a server computer
within hosted service platform 120 of FIG. 1, memory 410 stores
software implementing one or more of the functions of CSP engines
122, PCRF 173 and/or OCS 174. In another embodiment where computer
system 400 is a server computer within operator IT system 150 of
FIG. 1, memory 310 stores software implementing one or more of the
functions of CSP operator web applications 154.
[0044] FIG. 5 is a block diagram illustrating an overview of CSP
system integration according to one embodiment of the invention.
FIG. 6 illustrates further details of CSP system integration
according to one embodiment of the invention. In the following
description, the term "CSP system" 530 refers to the software and
hardware infrastructure that manages a suite of services provided
to network operators and their subscribers. Thus, referring also to
the embodiment shown in FIG. 1, CSP system 530 includes hosted
service platform 120, CSP network 170, and the software hosted
thereon. CSP system 530 interacts with operator network 110,
operator IT system 150, and cellular device 100 in real time. In
some embodiments, CSP system 530 can also interact with operator
network 110, operator IT system 150, and cellular device 100 in
batch mode. In one embodiment, CSP system 530 is a smartphone
service management platform. Through CDA 140 and CSP operator Web
applications 154, CSP system 530 provides or enables the functions
of on-device application, self-care, diagnostics, store-front,
alert management, policy control, payment handling, offer
management, campaign management, analytics, reporting engine, and
data rating.
[0045] Referring to FIG. 6, CSP system 530 provides customized
contextual offers based on contextual assessments of a consumer's
current "context." Such "context" includes, but is not limited to,
time in contract, loyalty status, data and voice usage, value (or
valuation) of customer, time (of a latest data request), location
(of a latest data request) and purchase history. The contextual
assessments can be made by CSP engines 122, which run on hosted
service platform 120 of FIG. 1 and perform the functions that
include, but are not limited to, customer profiling,
micro-segmentation, real-time rating and policy, real-time alerts
and offers, and targeted recommendations for offers and promotions.
CSP system 530 is able to not only identify who the consumer is,
but also the consumer's current context, in order to make the right
offers at the right time. CSP system 530 formulates offers that the
consumer is most likely to purchase and that are most valuable to
the operator. The consumer can choose one of the offers and make
the purchase from his device at the moment he most likely needs it
to maintain his usage level. For example, if the consumer is in the
middle of downloading a video to his smartphone and his data usage
limit or threshold is reached, he can receive an alert on his
smartphone with offers to add more megabytes of data to extend his
usage limit. In one scenario where the consumer's usage limit or
threshold has not been reached, he can also receive an offer to add
more megabytes of data to improve the download speed. The consumer
can make the purchase from this smartphone and continue the
downloading with no or little noticeable interruption. In one
embodiment, the offers can include top-up offers or plan changes,
which add more megabytes of data or more usage time to a consumer's
existing plan for the current billing cycle, or upgrades, which
change the consumer's existing plan to a new plan that is not
limited to the current billing cycle.
[0046] Consumers experience CSP system 530 through CDA 140 on their
wireless communication devices. CDA 140 provides consumer-side
functions that include, but are not limited to: storefront,
payment, offers and alerts, self-support, account status, and
device diagnostics. Operators experience CSP system 530 through CSP
operator Web applications 154. CSP operator Web applications 154
provide operator-side functions that include, but are not limited
to: offer and policy management, campaign and alert management,
business and eligibility rules management, product catalog,
customer relationship management, merchandising and content
management, campaign analytics, retail store activation, customer
care application, and reporting. For the operator, this CSP
experience translates to the following three main benefits: (1) CSP
system 530 provides a retail store on every wireless communication
device, thereby increasing Average Revenue per User (ARPU) through
real-time contextual selling; (2) CSP system 530 drives support
cost towards zero by providing a self-support experience for
consumers; and (3) CSP system 530 drives cost of sales towards zero
using dedicated on-device channels.
[0047] In order to provide these benefits and reduce time to
market, CSP system 530 integrates with four functions of operator
IT system 150. The four functions are: CRM/care 610,
provisioning/order entry 620, billing/payments 630 and
reporting/DWH 640. CSP system 530 also integrates with two
functions of operator network 110. The two functions are GGSN
107/PCEF 122 (which represents PCEF 122 implemented by GGSN 107)
and Messaging Gateway 108.
[0048] The integration with operator network 110 will be described
below with reference to FIGS. 7-9. The integration with wireless
communication devices (e.g., cellular device 100) will be described
below with reference to FIGS. 10-15. Finally, the integration with
operator IT system 150 will be described below with reference to
FIGS. 16-22.
CSP--Network Integration
[0049] As shown in the embodiment of FIG. 6, the integration with
operator network 110 enables the ability of CSP system 530 to have
real-time visibility of usage and take real-time actions. The two
network functions with which CSP system 530 integrates are GGSN
107/PCEF 122 and messaging gateway 108.
[0050] The network integration enables fast time to market without
compromising network integrity or service quality. In one
embodiment, the integration is achieved through the use of standard
3GPP interfaces (Gx, Gy) and standard Short Message Peer-to-Peer
(SMPP) interface.
[0051] FIG. 7 illustrates an embodiment of the interfaces between
operator network 110 and PCRF/OCS 710. As described above in
connection with FIG. 1, PCRF/OCS 710 may reside within CSP network
170 (e.g., PCRF 173 and OCS 174), within operator network 110
(e.g., PCRF 123 and OCS 124), or both. In the embodiment of FIG. 7,
it is shown that PCRF/OCS 710 resides outside of operator network
110 (that is, within CSP network 170). However, if PCRF/OCS 710
resides within operator network 110, CSP network 170 can receive
relevant information from operator network 110 in real time or near
real time. The CSP functions, as described before in connection
with FIGS. 5 and 6, can be embedded within PCRF/OCS 710. Thus, it
is understood that the exact location of PCRF/OCS 710 is not
germane to the disclosure herein.
[0052] Referring to FIG. 7, a standard interface exists between
messaging gateway 108 and PCRF/OCS 710. Message gateway 108 can be
a SMS gateway or a Short Message Service Center (SMSC). This
interface to messaging gateway 108 can be a standard SMPP
interface. This interface allows the system to deliver alerts or
notifications to CDA 140 of FIG. 6 and user via SMS.
[0053] The (Gx, Gy) interfaces are defined in accordance with the
Diameter protocol. The (Gx, Gy) interfaces are situated between
GGSN 107/PCEF 122 and PCRF/OCS 710. More specifically, the Gx
interface is between PCEF 122 and PCRF for policy, QoS control and
redirection. The Gy interface is between PCEF 122 and OCS for
real-time usage control and online data charging.
[0054] The following describes a number of scenarios that
illustrate the possible use cases in a network system with
integrated operator network and CSP functions. Some of these use
cases can be combined.
[0055] Case 1: Metering subscriber traffic with no overage allowed
and no redirect to portal. In this scenario, a subscriber is
assigned a monthly quota of X MB and a threshold is set at Y %. A
notification is sent to the subscriber when the subscriber exceeds
the usage threshold of Y %. No subsequent session is allowed. Quota
is reset at the end of the billing cycle.
[0056] Case 2: Metering subscriber traffic with redirect to offer
portal. In this scenario, a subscriber is assigned a static monthly
quota of X MB and a threshold is set at Y %. A notification is sent
to the subscriber when the subscriber exceeds the usage threshold
of Y %. When the subscriber reaches 100% of the monthly quota, the
subscriber session is redirected to a portal with specific offers.
The subscriber selects a top-up offer and is allowed to continue
passing traffic.
[0057] Case 3: Policy to throttle traffic at the end of usage
quota. In one scenario, the subscriber can have unlimited usage at
a lower speed with a monthly quota at a higher speed. After the
monthly quota is consumed, the subscriber's data traffic is reduced
(throttled) to the lower speed. In another scenario, a subscriber
is assigned a static monthly quota of X MB and a threshold is set
at Y %. A notification is sent to the subscriber when the
subscriber exceeds the usage threshold of Y %. When the usage
reaches 90% (or any configurable percentage) of the monthly quota,
the subscriber's data traffic is reduced (throttled) to an
externally specified speed (e.g., a speed specified by the operator
of the network). When the subscriber reaches 100% of the monthly
quota, the subscriber session is redirected to a portal with
specific offers. The subscriber can select a top-up offer and be
allowed to continue passing traffic at the original Quality of
Service (QoS). The subscriber can also pay for a higher speed
(e.g., "throttle up") if the subscriber is accessing a selected
service (e.g., an online video) or wants more bandwidth to download
a specified song or other type of file.
[0058] Case 4: Day pass. In this scenario, a subscriber is assigned
a fixed duration pass. The subscriber maintains its session until
expiration of the time quota, at which point the subscriber session
gets disconnected. The subscriber is subsequently not able to
reconnect until a new pass is purchased.
[0059] Case 5: Usage control around user data volume. In this
scenario, a subscriber is assigned a static monthly quota of X MB
and a threshold is set at Y %. The subscriber is also restricted to
use no more than Z MB of data in a 30-minute sliding window. The
subscriber is redirected to a portal if data volume exceeds this
restriction. Redirect in this case is one-time only. If the
subscriber declines a top-up offer, then the subscriber is reduced
(throttled) to an externally specified speed (e.g., a speed
specified by the operator of the network) until the 30-minute
sliding window is over. (Note that the QoS restrictions are
settable.)
[0060] Case 6: Usage restricted to specific Public Land Mobile
Networks (PLMNs). This can be combined with other use cases. In
this scenario, a subscriber is only allowed to use specific PLMNs.
At some point, the subscriber leaves the allowed networks and camps
on another network. The subscriber attempts to setup Packet Data
Protocol (PDP) context and is blocked by PCRF. Notification is sent
to subscriber to offer a targeted roaming package.
[0061] Case 7: Changed QoS on Radio Access Technology (RAT) Change.
This use case assumes that the subscribers are allowed (whether as
part of the plan or by explicit purchase) to have a specific QoS
based on how they are connecting to the network. In one scenario, a
subscriber has no QoS restrictions on the 3G network. At some
point, the subscriber goes into an EDGE network. Subscriber gets
reduced QoS while on the EDGE network. The subscriber is provided
with unrestricted speed upon returning to the 3G network. This use
case may be combined with other use cases.
[0062] Case 8: Subscriber has no quota limit within home network
but has a 100 MB quota while roaming (redirect at end of roaming
quota). In this scenario, a subscriber has no set quota while on
the home network. The subscriber has a 100 MB quota for roaming.
When the subscriber enters a roaming network, a notification update
is sent to the subscriber to advise roaming usage. At some point,
the subscriber exceeds roaming usage threshold (e.g. 90% of quota).
A notification update is sent to the subscriber indicating that
roaming limit has been reached. When the subscriber reaches 100% of
the roaming quota, the subscriber session is redirected to a portal
for additional roaming top-up offers. This use case can be extended
to a scenario in which a local area is covered by a group of
cellular sites (cells). When a subscriber moves from one cell to
another, he is not roaming (switching between networks) but
travelling (going to discrete areas in the same network). In one
scenario, the subscriber has no set quota while in the home cell,
but has a set quota for travelling to other cells.
[0063] Case 9: Detect a subscriber's access to a selected (type of)
website or service. In this scenario, through the use of Deep
Packet Inspection (DPI), the subscriber's access to a selected
(type of) website or service can be detected. The subscriber needs
to pay for the access to the selected (type of) website or service.
This scenario is similar to another scenario where subscribers
would be redirected if they go to a web site or location not
explicitly allowed and they need to pay for the access.
[0064] Integration with GGSN/PCEF. FIG. 8 illustrates an example of
a signal flow for a use case in which a subscriber is throttled
when his quota has been consumed. The signal flow between the
GGSN/PCEF and PCRF, as well as between GGSN/PCEF and OCS (or its
equivalent), are in accordance with the Diameter protocol. The
Diameter protocol is an authentication, authorization and account
protocol. The Diameter protocol defines a number of commands, such
as capability exchange request (CER), capability exchange answer
(CEA), device watchdog request (DWR), device watchdog answer (DWA),
credit control request (CCR), credit control answer (CCA), etc.
These commands are exchanged between the GGSN/PCEF and PCRF, as
well as between GGSN/PCEF and OCS, to communicate policy decision,
consumed quota, threshold limit reached, change of policy decision
and change of QoS. FIG. 8 shows that when a threshold quota is
reached, the OCS issues a notification (810), and when the quota is
consumed, the PCRF makes the policy decision to lower the QoS
(820). The GGSN/PCEF applies the policy decision (830), which
lowers the QoS of the user data traffic (840). The signal flow of
FIG. 8 does not show all of the Diameter parameter details for
simplicity of illustration.
[0065] FIG. 9 illustrates an example of a signal flow for a use
case in which a subscriber is redirected to a top-up page when his
quota has been consumed. FIG. 9 shows that when a threshold quota
is reached, the OCS issues a notification (910). When the quota is
consumed, the PCRF makes the policy decision to redirect the
subscriber to a top-up page (920), and the GGSN/PCEF redirects the
subscriber to the top-up page (930), and the user data traffic
continues to flow (940). The signal flow of FIG. 9 does not show
all of the Diameter parameter details for simplicity of
illustration.
[0066] Because the various Diameter interfaces above have many
options, the integration with one GGSN vendor may not be the same
as the integration with another. For each make and model of GGSN
and Packet Data Network Gateway (PGW), specific GGSN templates can
be used. These specific templates include only the parameters and
settings that have been proven against the corresponding make and
model of GGSN. In terms of Diameter interfaces, only the Access
Point Names (APNs) (i.e., the network addresses used to identify
one or more GGSNs) that have been proven for the PCRF/OCS and the
particular GGSN are used.
[0067] The CSP-integrated PCRF and OCS include an upwards-facing
API (also referred to as northbound-facing) and Java Message
Service (JMS) queue. These are used for passing usage information
and event information to the higher layers of CSP system 530 (FIG.
6) and for issuing instructions from higher layers towards the PCRF
and OCS. For example, a PCRF or equivalent instructs the GGSN/PCEF
as to the QoS to be applied for a subscriber and the usage to be
allowed. When the user has consumed a specific threshold, OCS or
equivalent notifies the PCRF or equivalent, which in turn queries
the recommendation engine to determine a recommendation to present
in a notification and offer to the subscriber. If the user reaches
100% of his allocated quota, then OCS informs the policy and rating
engine, which instructs the GGSN/PCEF to change the QoS to throttle
the user.
[0068] The use of CSP-integrated PCRF and OCS allows for fast time
to market and retains the full value proposition of the CSP
solution. However, the higher-layer functions of CSP can integrate
with any PCRF and OCS (e.g., an operator's own PCRF and OCS) that
can provide the required interfaces for notification and control of
the PCRF and OCS functions themselves.
[0069] As the PCRF and OCS may be tightly integrated with CSP
system 530, when a user selects a new plan, that plan can be
provisioned through the PCRF and OCS in real time. Thus, the
subscriber can be served immediately. It is necessary that the
other systems, such as customer care, within the IT infrastructure
are aware of the new plan being provisioned. For that reason, as
explained later, CSP system 530 interfaces to the operator's
provisioning/order entry system. In one embodiment, CSP system 530
may manage the provisioning/order entry of data service upgrades
with the CSP-integrated PCRF and OCS.
[0070] Integration with Messaging Gateway.
[0071] CSP system 530 (FIG. 6) can communicate with CDA 140, as
well as other devices if the operator so wishes, via a proprietary
or non-proprietary IP-based communication protocol, such as SMS,
Unstructured Supplementary Services Data (USSD), Apple.RTM. Push
Notification Service (APNS) for iOS devices, Android.RTM. Cloud
Device Messaging (ACDM) for Android.RTM. devices, and the like. SMS
can be used to wake up CDA 140 when needed. For example, SMS can be
sent to a consumer as an alert or notification when data usage
limit is reached, payment is overdue, or a promotion relevant to
the consumer is available. In one embodiment, the alert and
notification can be generated by network elements (such as PCRF/OCS
within either operator network 110 or CSP network 170), and
delivered to the consumer's CDA 140 by CSP system 530. In a
scenario where the operator wishes to recruit existing subscribers
to the use of CDA 140, CSP system 530 can use SMS to signal these
subscribers' devices with a link to download CDA 140.
[0072] In some embodiments, operators have SMSCs to forward text
messages to/from external systems. These SMSCs support protocols
such as SMPP or UCP. Some operators also use messaging gateways as
an interface to the external systems, thereby minimizing direct
connections from external systems to the SMSCs. These gateways also
support SMPP or UCP, and most also have other APIs that can be made
available. In alternative embodiments, the SMSCs may be part of CSP
system 530.
[0073] In some embodiments, CSP system 530 has built-in SMPP client
functionality. CSP system 530 can integrate with the operator's
messaging gateway 108 using SMPP. In one embodiment, a specific
short code can be assigned to CSP system 530 and that short code is
zero-rated. Thus, messages between CSP system 530 and the user
device will not be charged to the user's account.
CSP--Application Integration on a Wireless Communication Device
[0074] FIG. 10 illustrates an example of CSP device application
(CDA) 140 when used on a smartphone device. Although a smartphone
is shown, it is understood that CDA 140 can be run on cellular
device 100 (FIG. 1) such as a cellular telephone, a tablet
computer, a personal digital assistant (PDA), a video-camera, a
gaming device, a global positioning system (GPS), an e-Reader, a
Machine-to-Machine (M2M) device (i.e., an application-specific
telemetry device that collects data using sensors and transmits the
data to a destination such as a server over a network), a hybrid
device with a combination of any of the above functionalities, or
any other wireless mobile devices capable of sending and receiving
voice, data and text messages. CDA 140 serves as an interface
between the operator and the customer. CDA 140 receives information
from CSP system 530. CSP system 530, in turn, receives the
information from operator network 110, operator IT system 150, and
CSP network 170 (FIG. 1). CDA 140 can be operator branded and can
be built using a combination of multiple programming languages for
Web and Mobile technologies, e.g. C++, HTML5, Java, OS-specific
native application code, etc., and other mobile Web technologies.
CDA 140 is an application (or construct) that is resident and
accessed from the device. Customers can be given access to the
application in several ways; e.g., by pre-loading on new customer
devices at the device OEM, by downloading to existing devices using
a link to the appropriate application store, and/or accessed via a
mobile Web page sent to the customer.
[0075] While CDA 140 is a device-based application, a majority of
its data and experience (e.g., displayed layout and content) are
generated and served from CSP system 530. This provides the ability
to dynamically display and change elements of the experience
without pushing application updates to the user device. In one
embodiment, CDA 140 communicates with CSP system 530 over
Hyper-Text Transfer Protocol Secure (HTTPS), which uses multi-layer
authentication architecture to validate CDA 140, handset and user,
before allowing access to data and functions such as purchasing
upgrades. Alerts and notifications may be delivered to the user
device via SMS through the CSP-Messaging integration described
above, as well as through Mobile OS-specific notification methods;
e.g., APNS for iOS devices and ACDM for Android.RTM. devices.
[0076] In one embodiment, the recommendation engine (which is one
of CSP engines 122 in CSP system 530 shown in FIG. 6) is the CSP's
mechanism for creating real-time contextual offers. In the
embodiment shown, the recommendation engine analyzes the
information collected from CRM, CDRs, campaigns, and the like by
data mining and micro-segmentation. The customer micro-segmentation
allows an operator to target a certain segment of the subscribers
to make offers that are most relevant to those subscribers. The
recommendation can be made with respect to a number of factors of
contextual assessment, such as time in contract, loyalty status,
purchase history, value of customer, and data and time usage. The
recommendation engine creates or recommends real-time offers based
on results of customer profiling, as well as factors of the
contextual assessment and information received from PCRF, OCS and
CDRs. Thus, when a consumer's real-time usage reaches a limit and
receives a real-time alert, the offers that are created by the
recommendation engine and approved by the operator can be delivered
to the user device instantly. CDA 140 directly interacts with CSP
system 530. Via CDA 140, a consumer can choose one of the offered
options that are displayed on his device in a user-friendly format.
The chosen option can be provisioned to the user in real time and
feedback can be sent back to hosted service platform 120 in real
time.
[0077] FIGS. 11-15 illustrate examples of the functions provided by
CDA 140 according to embodiments of the invention. Referring to
FIG. 11, a series of screen displays of CDA 140 is shown in
connection with a top-up offer for data usage. Initially, a home
page (1100) provides a number of options, one of which is "My
Account." By selecting the usage tab in the My Account page, the
user's usage for voice, text message and data is displayed on the
user device (1101). The display shows the user's data usage is at
92% of the quota limit. Automatically or by user's selection, a
top-up offer page (1102) including multiple options is shown to the
user. Each option is an offer created by the recommendation engine
based on the contextual assessment described in connection with
FIG. 6, and approved by the operator. If the user selects one of
the options (1103), a purchase confirmation page (1104) will be
shown on the display. At that point, the usage page (1105) shows
that the user's quota has been increased and the data usage is now
at 81% of the quota limit.
[0078] The "My Account" feature allows a user to check his current
usage information whenever he wants to. If the user does not take
the initiative to check his current usage and limits, he can be
notified by alerts of situations that can lower his QoS or disable
his network connections. Alerts will be described with reference to
FIGS. 15A and 15B.
[0079] In one embodiment, the "My Account" feature also allows a
user to monitor the billing; e.g., the amount of money he spent on
network services before receiving a billing statement. For example,
if the user is roaming and incurring roaming charges, he can
monitor the amount of roaming charges in his account by clicking on
the "billing" tab on the top right corner.
[0080] Referring to FIG. 12, a series of screen displays of CDA 140
is shown in connection with a "Tell-a-Friend" feature. Initially, a
home page (1200) provides a number of options, one of which is
"Deals." The Deals page (1201) shows all of the currently available
deals relating to wireless communication services and devices. A
user can select a tab to filter the displayed result; for example,
deals offered by a particular provider, vendor or operator (1202).
A user can select a "Friends" tab (1203) to show the deals
recommended by his friends. By clicking into a particular offer
(1204), the user can make a purchase in real time or save the offer
for later consideration. A purchase confirmation page (1205) is
displayed when the user makes a purchase. The user can share the
information about this offer with his friend by clicking a soft
button "Send Message" to send a generic or personalized message
(1206).
[0081] Referring to FIG. 13, a series of screen displays of CDA 140
is shown in connection with a "Help" feature, which performs
diagnosis and provides help. In one embodiment, the diagnosis is
performed by the user's device, taking into account the information
collected by CSP system 530 from many data sources (e.g., PCRF,
OCS, CDRs, CRM, etc.). The diagnosis can be performed in the
following areas: the user's coverage, subscription, usage, payment,
roaming status, and the like. Initially, a home page (1300) shows
that all services are currently available. A user can select a
number of options, one of which is "Help," to explore more
information. Clicking into the help page (1301) automatically
activates a diagnostic function. In this example, the diagnostic
function finds that the user's payment is overdue. By clicking on
the diagnosed problem (payment), the user can go to a page
displaying payment options (1302). The user can make payment by
credit and debit cards (1303 and 1304). A purchase confirmation is
shown after the payment is accepted (1305).
[0082] As shown in the example above, the "Help" feature not only
discovers a problem, but also provides a resolution to the problem
in a user-friendly way. In another scenario, a user may find out
from the diagnosis that he does not have coverage. This diagnosed
problem (coverage) can re-direct him to one or more proposed
solutions, such as moving down the road 10 miles or purchasing an
upgrade to the network coverage.
[0083] FIG. 14 illustrates an example in which a connection problem
is automatically detected without the user proactively running the
diagnostic function. In this example, the top panel of the display
shows that a connection problem has been detected (1400). The user
can click a "Fix Now" soft button and see a list of questions that
are relevant to the detected problem (1401). The user can select
one of the questions to find more information; e.g., the user's
current status that is relevant to the cause of the detected
problem (1402). In this scenario, a voice test is recommended. The
user can run the voice test to test his/her voice connection (1403
and 1404). For example, the user device can send a message to
request a voice network component in the operator network to call
the user device. If a problem is found, the user can choose whether
to report the problem to the operator (1405). If the user chooses
to report the problem, a report confirmation page (1406) is
displayed. In other scenarios, the user can run a data connection
test or a messaging test to request a data server or a messaging
server in the operator network to call the user device. This "Help"
feature is another example of a contextual action that provides a
clear path towards resolution of an issue that a user current
has.
[0084] FIG. 15A illustrates an example of a "User Alert" feature.
In this example, when a user reaches his quota limit, the top panel
of the display shows an alert and a top-up offer (1500). The alert
may show that the user has exceeded his usage threshold but is
still within the quota limit, or that the user has reached the
quota limit. The user can select a top-up offer from the top panel
without clicking into deeper levels of the menu (1501), or review
more plan upgrade options. After the user selects the top-up offer
and makes the purchase, a purchase confirmation page is displayed
(1502). As described in connection with FIG. 6, the top-up offer
and upgrade options can be created by the recommendation engine
based on contextual assessment of the user's unique situation, and
approved by the operator.
[0085] FIG. 15B illustrates an example of a "Roaming Alert"
feature. In this example, a user roams into another network (or
another area) but his plan does not support such roaming. The
display shows an alert and a number of options (1530). The user can
select any of the options to enable the roaming (1531). Each option
is an offer created by the recommendation engine based on the
contextual assessment described in connection with FIG. 6, and
approved by the operator. After the user selects one of the options
and makes the purchase, a purchase confirmation page is displayed
(1532).
CSP--IT Integration
[0086] Referring again to FIG. 6, in one embodiment, CSP system 530
integrates with four functions of operator IT system 150 in the
areas of CRM/care 610, provisioning/order entry 620,
billing/payments 630 and reporting/DWH 640. CSP system 530
integrates with each of the four areas through a corresponding
interface. The CRM interface supports rating, policy and offer
management, campaign management and customer management and care.
The provisioning/order entry interface enables the activation of
selected services within the operator systems. The billing
interface allows usage information to be shared with CSP system
530. Thus, a user can see his up-to-the-minute usage via CDA 140
without having to contact customer care. The reporting interface
makes available the CSP-generated reports to all necessary
functions within the operator.
[0087] The CSP experience provides both the consumer and the
operator a number of self-service tools that can be used anytime
and anywhere to manage their services. For the consumer, CSP system
530 offers the ability to see, select and purchase new services, as
well as perform account management and self-support activities,
such as account balance inquires, payment method changes; all from
their smartphones (or another wireless communication device) and
all in real time.
[0088] For the operator, CSP system 530 provides a suite of tools
that enables the creation and management of all of the services and
experiences received by the customer. For example, the operator's
CRM system 610 can integrate with CSP system 530 to provide details
on offers and services that CSP system 530 can recommend to the
customer as upsells or standard sales offers, to view current
account balances and usage, manage payments and to provide
diagnostics to assist the user with self-service resolution of
common support issues. CSP system 530 can also integrate with the
operator's reporting and data warehouse systems 640 to provide
financial, marketing and management reporting.
[0089] In one embodiment, integration between CSP system 530 and
operator IT system 150 is based upon the availability of interfaces
to selected systems and/or groups of systems. As CSP system 530
uses a model that abstracts its interfaces to the operator platform
using an adaptation layer, these interfaces can vary from
standards-based Web services APIs to secure file transfers.
[0090] In one embodiment, the interfaces enable not only the
integration of CSP system 530 with operator IT system 150, but also
the ability for an operator to manage its marketing campaign,
offers, pricing, billing and customer care in an integrated
environment. In one embodiment, this integrated environment is
presented to the operator via CSP operator Web applications 154.
CSP operator Web applications 154 may be run on a computer in the
control center of operator IT system 150.
[0091] FIG. 16 illustrates an embodiment of a screen display of CSP
operator Web applications (e.g., CSP operator Web applications 154
of FIG. 6). In this embodiment, the screen display includes a top
panel that shows alerts and status 1601 and campaign results 1605.
Alerts and status 1601 allows an operator (or more specifically,
the administrators at the operator side) to communicate with each
other with respect to the latest updates and status of operator
network 110 and operator IT system 150 (FIG. 6). In one embodiment,
the main panel of the display is divided into three regions: Create
Offers and Policy 1602, View Customer Activity 1603 and Manage
Communications 1604. Each of the three regions includes a number of
task modules 1610-1618 that allow the administrators to perform
specific tasks. The backend of task modules 1610-1618 is CSP system
530, or more specifically, CSP engines 122 (FIG. 6). When an
operator clicks on any of task modules 1610-1618, the operator can
be provided with templates and data that are generated by one or
more CSP engines 122. CSP engines 122 generate the templates and
data based on the information obtained from operator network 110
and operator IT system 150 (FIG. 6). In one embodiment, access to
these task modules 1610 can be role-based; that is, an
administrator with a marketing role may be able to access only a
subset of task modules 1610-1618 while an administrator with a
manager role may be able to access all of task modules
1610-1618.
[0092] In one embodiment, some of the task modules, such as pricing
workstation 1610 and offers workstation 1611, allow the
administrators to create offers and set pricing. In one embodiment,
CSP system 530 can provide offers and pricing templates for the
operator to fill in the details. Through subscriber portal 1612, an
operator can design subscriber's on-device experience, also using
the templates provided by CSP system 530. These templates allow the
operator to set a pricing plan and package the pricing plan into an
offer associated with a policy. The pricing, offer and policy are
sent to CSP system 530 to allow CSP system 530 to deliver the right
offers with the right pricing to the right subscribers at the right
time. CSP system 530 can also provide other templates that can be
used by the operator with a click on any of task modules
1610-1618.
[0093] In one embodiment, an operator can view the details (e.g.,
activities and history) about subscribers through the task module
of subscriber details 1613, and perform operations on their
accounts; e.g., activate or deactivate the accounts, change offers,
apply promotions and other account administrative tasks. Custom
alerts 1614 allow administrators of the operator to configure rules
for alert-triggering events. These alerts may be accompanied by
automated response to specific events for resolving the condition
causing the alerts. The task module of reports 1615 allows the
operator to review and analyze subscriber and financial data. For
example, the operator can run a report to find out when a
particular offer or a particular group of offers have reached a set
market share or set usage.
[0094] In one embodiment, an operator can design campaigns to send
offers and incentives to specific subscribers using campaign center
1616. In one embodiment, the offers and incentives can be delivered
to CDA 140 on the user device via CSP system 530 (FIG. 6). In one
embodiment, CSP system 530 can provide campaign templates for the
operator to determine the specific details of campaigns. For
example, the operator can decide on a plan and the recommendation
engine of CSP system 530 can recommend a segment of subscribers to
whom this plan should be offered. Alternatively, the operator can
decide on a segment of subscribers and the recommendation engine
can recommend a plan to offer to these subscribers.
[0095] In one embodiment, an operator can use customer alerts 1617
to set up an alert for specific subscribers and the rules
associated with the alert. The alert can be displayed on the user
device to allow a subscriber to take remedial action; e.g., to
accept a top-up offer that is delivered with the alert to the
subscriber. In one embodiment, the task module of analytics 1618 is
backed by the recommendation engine of CSP system 530. Analytics
1618 allows the operator to identify trends and opportunities based
on the subscribers' behavior and campaign results. For example, if
the subscriber reaches his usage limit for the first time,
analytics 1618 can recommend a top-up offer (which is valid only
for this current billing cycle). If this is the fifth time within a
five-month period that the subscriber has reached the threshold,
analytics 1618 can recommend an upgrade offer such that the
subscriber can switch to an upgraded plan and receive a higher
quota limit every billing cycle.
[0096] As mentioned before, the integration of CSP system 530 and
operator IT system 150 (FIG. 6) enables the functionality of CSP
operator Web applications 154 described above. The following
describes this integration with respect to CRM/care 610,
provisioning/order entry 620, billing/payments 630 and
reporting/DWH 640 (FIG. 6).
[0097] CRM Integration.
[0098] FIG. 17 is an overview of CRM integration according to one
embodiment of the invention. Referring also to FIG. 6, CSP system
530 includes a CSP CRM API 1701, which interacts with operator IT
system 150 to manage or recommend strategies for CRM and care.
Through CSP CRM API 1701, the operator's CRM system 610 is fed with
usage and diagnostic data from CSP system 530, and CSP system 530
pulls customers profile information and updates from the CRM system
610. In one embodiment, CSP system 530 integrates with the
operator's CRM system 610 in the following areas: Rating, Policy
and Offer Management; Campaign Management; and Customer Management
and Care.
[0099] CRM Integration Area (I): Rating, Policy and Offer
Management (Product Catalog).
[0100] Through the integrated rating, policy and offer management
functions, CSP system 530 provides the operator a powerful set of
tools to create, edit, approve and manage rate plans and policy
actions for consumers. As the front-end interface to an integrated
OCS and PCRF facility, CSP's Pricing and Offers engines (e.g., CSP
engine 122 of FIG. 6) integrate with the operator's Product and
Policy Catalog to pull current offers and create new offers and
policy rules.
[0101] Depending on the nature of the product deployment, CSP
system 530 can replicate offers currently in the operator's product
catalog, create and push offers to the operator, or act as the
master product catalog for rating. In all of these three cases, CSP
CRM API 1701 provides proper synchronization between CSP system 530
and operator IT system 150, as well as ensuring availability of
offers and policies. CSP CRM API 1701 allows CSP system 530 to
access and pull offers. CSP CRM API 1701 also facilitates a
submit/approve/publish method to push offers to the operator.
[0102] Through CSP CRM API 1701, CSP system 530 pulls all
applicable offers, catalog rules, offer parameters and policy
descriptions into an easy-to-use, self-service user interface that
the operator's marketing personnel can use to quickly create new
offers and promotions. In practice, the process to create and
approve an offer touches many internal operator departments and may
need some level of internal coordination and process to accomplish.
To properly engage with and manage this need, CSP system 530 has an
integrated approval workflow to prevent the use of these offers and
policies until they are reviewed and approved by the appropriate
operator-designated personnel. Once approved, the offers and
policies can be pushed to the operator using CSP CRM API 1701 or a
similar API.
[0103] A sample product catalog/rating/policy template is shown
below.
TABLE-US-00001 TABLE 1 Sample (Basic Offer) Product Catalog
Template Catalog Area Field Name Description Identification Offer
Code Operator's offer code used to identify the offer to CRM and
other systems Offer Friendly Name Name of the offer that will be
presented in the CDA Applicable Service Type(s) Service Type that
this offer is applicable to (voice, data, etc.)
Effective/Expiration When offer can be used/stops being offered
Date(s) Compatible Offer Code(s) Codes of offers that are
compatible (allowed to be purchased) with this offer Allowed
payment types Payment types (debit, credit card, prepaid) allowed
for plan purchase Rates Primary Rating Type First rating scheme as
applicable to service type (by units of usage, time, destination,
etc.) Rating Amount Amount charged for rated usage Secondary Rating
Type Additional rating scheme as applicable to service type (by
units of usage, time, destination, etc.) Rating Amount Amount
charged for rated usage Policy Policy Conditions Selected policy
conditions, e.g. throttle, redirect, notify Policy Actions
Parameter and action when policy condition is met Type of Offer
Standard offer, upsell or both.
[0104] In case an API is not or cannot be made available, a manual
synchronization process can be used to perform the actions that
would be taken by the API. In this manual approach, the operator
uses the CSP Pricing and Offer engines to create and publish the
appropriate offers and policies. A key to success in this approach
will be the creation of business processes that govern the speed
and frequency of updates.
[0105] FIG. 18 illustrates an example of an operation sequence that
allows offers created by CSP system 530 to be modeled and managed
in the operator's product catalog. In one embodiment, CSP system
530 creates an offer/policy template (or zero-rated offer) (1801).
CSP system 530 then submits that offer/policy to the operator for
approval (1802). CSP CRM API 1701 publishes the offer/policy to the
operator (1803). Upon receipt of the offer/policy, operator IT
system 150 creates shell offer code and description (e.g., by
associating the parameters of that offer (Offer Code, etc.) to the
CSP-created offer) (1804). Operator IT system 150 then propagates
the offer/policy to downstream systems (1805). Thus, all downstream
systems that are fed from the product catalog (Care, Finance,
Reporting, etc.) receive information and updates during the normal
course of business. Through CSP CRM API 1701, operator IT system
150 also publishes the approval to CSP system 530 (1806). Upon
receipt of the operator's approval (1807), CSP system 530 makes the
offer/policy available for use by the customers (1808).
[0106] CRM Integration Area (II): Campaign Management.
[0107] In one embodiment, CSP system 530 includes Customer Alerts
and Campaign engines (e.g., one or more of CSP engines 122 of FIG.
6), which use offers generated by the Pricing and Offer engines
(e.g., one or more of CSP engines 122 of FIG. 6) to provide
customers with automated and operator-generated upsell offers. The
Customer Alerts engine allows the operator personnel to create and
set automated alerts that provide customers notification of key
lifecycle events, e.g. reaching a usage threshold, approaching a
bill cycle date, accessing a non-included service such as roaming.
Included in these alerts can be contextually relevant upsell offers
that allow the customer to continue using services. The Campaign
engine allows the operator's marketing personnel to either use
CSP's integrated recommendations engine (one of CSP engines 122
shown in FIG. 6) to identify targeted lists of customers for
receiving promotions, or to upload a pre-segmented list.
TABLE-US-00002 TABLE 2 Integrations Supporting Campaign Management
Required Function Description Addressed in Integration Area Usage
data Provides campaign analytics and Network recommendation
Notifications Sends SMS messages to customers that have received a
campaign Service offers and Offers that have been approved for use
Rating and Policy (Product upsells as campaigns and upsells
Catalog) Opt-In Customer's preference to receive alerts, Customer
Profile notifications and campaigns from the Operator
Personalization Information to create a more personal campaign as
well as validate that the campaign is sent to the right consumer
Report and Source In the case that the Operator uses their Data
Warehouse Data own pre-segmented list of target customers.
[0108] CRM Integration Area (III): Customer Management--Customer
Profile.
[0109] CSP system 530 is designed to address the sensitivity of the
operator's customer data and the number of regulatory and legal
issues. Integration between CSP system 530 and the operator's CRM
customer profile is needed to enable several functions:
authentication of CDA 140, personalization of offers and alerts,
and knowledge of customer offers for recommendations and account
management. In all cases, CSP system 530 looks to the operator's
CRM system 610 as the master record for all customer data.
[0110] To protect end-customer data, all of the end-customer data
is stored within the CSP customer database and managed in a manner
that enables it to be secure and auditable at all times. Any
changes made to the customer data are tracked using an audit trail
that can be made available for reports, audits, etc. In addition,
the CSP data centers can be deployed in specific geographical
locations to accommodate data security, privacy and location
requirements.
[0111] The integration that is required to store and update this
data inside CSP system 530 can be accomplished using an API (e.g.,
CSP CRM API 1701 of FIG. 17) that enables data to be pulled from
the operator's CRM system 610 using a commonly used and relatively
unchanged key. In one embodiment, the key can be the International
Mobile Subscriber Identity (IMSI) followed by the Mobile Station
International Subscriber Directory Number (MSISDN). Depending on
the nature of the product deployment, customers may be allowed to
update their data through the CDA 140, e.g. change billing methods,
addresses, etc. In this case, the same approach is recommended to
update customer data inside the operator's systems.
[0112] Since the customer profile data feeds CSP's customer
database and contains all of the customer's current plan
information, the CRM integration also enables changes made outside
of CSP system 530 to be reflected in the CDA 140 and CSP system
530. Thus, any changes to rating or policy parameters can be
properly synchronized between CSP system 530 and the operator. To
that end, changes made within the operator's customer care and/or
retail ordering systems are pushed (recommended) or pulled
periodically from the operator's CRM system 610 to CSP system 530.
The CRM integration allows CSP system 530 to be constantly
up-to-date with the operator's systems. In one embodiment, the API
(e.g., CSP CRM API 1701 of FIG. 17) allows customer data to be
rapidly accessed and updated. This is necessary because customer
profile data is used in the display of account management
functions, as well as a key input into the CSP recommendations
engine.
[0113] In one embodiment, CSP system 530 uses the following
information in the customer profile for CRM integration:
TABLE-US-00003 TABLE 3 Customer Profile Fields and CSP Functions
that Use These Fields Field Name Description Authentication
Recommendation AccountMgt IMSI Customer's IMSI x MSISDN Customer's
phone x number Customer Name Customer's billing x x name Billing
Account the Operator's x x Number billing account for customer
Contract Date Original contract x x (tenure) date or tenure of
customer Current Plan Type Prepaid or x x postpaid Current Voice
Plan Current plan x x Current Data Plan x x Current Messaging x x
Plan Current "other" Plan Current non- x x mobile or other service
plan Bill Cycle Date Postpaid bill cycle x x date or prepaid
expiration date Previous Voice Plan Most recent x x Previous Data
Plan changed plan x x Previous Messaging x x Plan Previous "other"
x x Plan IMEI/Device Type Device type x x identifier or IMEI - the
latter is preferred Opt-In Status Customer's x election to receive
notifications Campaign Opt-In Customer's x Status election to
receive campaigns and promotions Current campaign Campaign x
customer is currently attached to (if any)
[0114] CRM Integration Area (VI): Customer Management--Customer
Care.
[0115] CSP system 530 has a number of customer management
capabilities that can be useful to the operator's customer care and
customer management teams.
[0116] In one embodiment, CSP system 530 does not directly push
data into the operator's CRM system 610. Rather, it assumes that
integrations are already in place within the operator's
infrastructure to pass information, for example, from the product
catalog, provisioning/ordering and similar systems to the CRM
system 610. If a direct push integration to the CRM system is
necessary, CSP system 530 can provide information via an API to the
CRM system 610 on a per-event or time-basis.
[0117] In one embodiment, CSP system 530 can, via an API, allow the
operator's CRM system 610 to provide diagnostic, current offer and
current usage data. Since CSP system 530 is both the rating and
policy management engine, a customer current usage and policy
status, e.g. throttled or not throttled can be made available to
the CRM system 610. One key component of the CSP system 530 is the
ability to push advanced service and network-level diagnostics to
the handset and provide the user timely and actionable feedback to
solve issues.
[0118] While one of the key attributes of the CSP system 530 and
CDA is the ability to allow a customer to perform a majority of
account management and self-support issues, it may be unavoidable
that sometimes the customer will call customer care. When the
customer does call customer care, the customer care agent (or a
technical support representative) can, via the API, pull diagnostic
information into their normal systems and provide assistance to the
customer. In the case where the CRM system cannot integrate to an
external data source, CSP system 530 can be setup to
launch-in-context (LIC) along with the customer care
representative's existing tools.
[0119] Provisioning/Order Entry Integration.
[0120] Prior to the description of provisioning/order entry
integration, it is useful to differentiate between order management
and provisioning/order entry functions. Order management functions
aggregate customer selections for offers, payment methods and any
other updates and pass that information to a provisioning/order
entry system that allows access to those ordered services on the
network.
[0121] Since CSP system 530 may be the master rating and policy
engine, it can enable access to the selected services and then
integrate with the order management system to feed data to
downstream systems, e.g. care, reporting and CRM. This integration
assumes the existence of interfaces between the order management
and related downstream systems (e.g., CRM and reporting) to manage
activities such as customer activation, service changes, device
changes and updating financial and marketing reports.
[0122] FIG. 19 is an overview of provisioning/order entry
integration according to one embodiment of the invention. Referring
also to FIG. 6, CSP system 530 includes a CSP provisioning/order
entry API 1901, which interacts with operator IT system 150 to
manage service provisioning/order entry. In one embodiment, CSP
provisioning/order entry API 1901 defines service offer codes
(SOCs) for offers that are applicable to one or more customers.
When the customer selects an offer, CSP system 530 provisions the
selected service against the SOC code. The selected offer is then
propagated to other systems (e.g., CRM and billing). Through CSP
provisioning/order entry API 1901, CSP system 530 can be notified
of changes to customer profile, and CSP-created offers can be
pushed to the product catalog.
[0123] In one embodiment, CSP system 530 is provided with the
appropriate identifiers for all available provisioned services.
These codes (and associated parameters) are known as service offer
codes (SOC) and can be used by CSP system 530 to inform the
provisioning/order entry system to allow a customer access to their
selected offers. For data services, CSP system 530 can provision
service access on its integrated PCRF based upon the customer's
selections, and submit, via CSP provisioning/order entry API 1901,
the appropriate SOC, any relevant parameters and a customer
identifier (IMSI or MSISDN) directly to the provisioning/order
entry system for fulfillment. In parallel, CSP system 530 can send
the same information via a Web services interface to the operator's
order management system for further processing and population of
downstream systems. In an alternative embodiment, the operator can
choose to provision its PCRF with the same information as CSP
system 530.
[0124] FIG. 20 illustrates an example of an operation sequence that
provisions the offers selected by customers. In one embodiment, CSP
system 530 validates offer rules and restriction (2001), and
signals CDA 140 to display offers (2002). When the customer selects
an offer (2003), CDA 140 captures the offer and order information
(2004). In response, CSP system 530 enables access to selected
services (2005). At this point, CSP system 530 generates and sends
the order to operator IT system 150 via an API (e.g., CSP
provisioning/order entry API 1901) (2006), and in parallel, signals
CDA 140 to display service confirmation (2010). When operator IT
system 150 receives the order from CSP system 530 (2007), it
updates CRM and customer profile (2008) as well as downstream
systems (2009). After CDA 140 displays service confirmation (2010),
the customer can start using the selected services (2011). CDA 140
can further display updated details in My Account (e.g., the My
Account feature shown in FIG. 11).
[0125] CSP system 530 also offers the ability to offer and
provision other mobile (voice, messaging) and non-mobile services
(DSL, insurance) that are not rated by CSP system 530. In this
case, CSP system 530 can, using the same mechanisms noted above,
provide the provisioning/order entry and ordering systems the
appropriate SOC (or equivalent) code, allowing the appropriate
network elements (e.g., HLRs) and IT platforms (CRM) to be updated.
To that end, all of the products and services offered by the
operator need to be provided to CSP system 530, placed in the
product catalog and synchronized.
[0126] As previously noted, CSP system 530 receives information
about a customer's current services and selections from the
customer profile database. If a change is made to the customer's
plans or services via the Care or Retail system, these changes and
their associated provisioning/order entry changes are sent to CSP
system 530.
[0127] Billing Integration.
[0128] In one embodiment, CSP system 530 integrates with the
operator's billing system in the following areas: Rating of Data
Usage, Self-Service Account Management and Risk Management and
Payment.
[0129] FIG. 21 is an overview of billing integration according to
one embodiment of the invention. Referring also to FIG. 6, CSP
system 530 of FIG. 6 includes a CSP billing API 2101, which
interacts with operator IT system 150 to manage billing and
payments. In one embodiment, through CSP billing API 2101, CSP
system 530 pushes rated data CDRs to billing/mediation system, and
billing/mediation system pushes rated voice and SMS to CSP system
530. CSP system 530 is integrated for credit/debit processing. CSP
system 530 can push payment details to operator's billing/mediation
system. The operator's billing system does tax, invoice and
collection.
[0130] Billing Integration Area (I): Rating of Data Usage.
[0131] In one embodiment, a CSP-integrated OCS can be used to rate
data usage for customers that are managed by CSP system 530. The
rates and policies used by the OCS can be stored and managed by CSP
system 530.
[0132] In one embodiment, CSP system 530 can rate usage and
calculate charges on a per session basis. Depending on the nature
of the product deployment, CSP system 530 can either store,
aggregate and format usage into an invoice-ready format, or send
rated, per-session usage to the operator's CRM or other system. If
the former, CSP system 530 can provide the invoice-ready data feeds
to a mutually agreed sFTP site for the operator to pick up and
include into its billing process a set number of days prior to the
close of the billing cycle.
[0133] In the latter option, CSP system 530 can post, on a
per-session basis, aggregated usage including the customer
identifier (IMSI or MSISDN), plan code and total usage. In one
embodiment, this integration will be managed through the use of an
API (e.g., CSP billing API 2101) that can directly feed the
operator billing system. A known analogue to this type of
integration is one where a third party provides a "bill on behalf
of" service to an operator. In this case, CSP system 530 will be
charging data usage on behalf of the operator and providing that
rated usage for use by downstream financial systems (e.g.,
taxation) as well as CRM and reporting systems. If an API cannot be
made available, these data can be posted to a sFTP site.
[0134] Billing Integration Area (II): Self Service Account
Management.
[0135] A key feature of the CDA 140 is the ability for the customer
to view, in real time, current service usage. In an embodiment
where CSP system 530 is rating data and the operator is rating
voice and SMS, it is necessary to integrate with the operator's
usage management systems to get rated and/or aggregated usage for
those services. Depending on the operator system that sources this
data, a push API or sFTP file transfer can be used to get these
data. A key factor in determining how to perform this integration
is how fast the usage information can be made available via the
interface. If there is a delay greater than a pre-defined time
period (e.g., 15 minutes between usage completion and CDR
delivery), a secondary method may be used to enable the "real-time"
nature of the CDA 140 account management function. In this case,
the customer profile integration may be a candidate to pull
current, aggregated usage.
[0136] Billing Integration Area (III): Risk Management and
Payment.
[0137] Depending on the nature of the product deployment, CSP
system 530 can also integrate with the operator's risk management
and payment systems. The integration with these services is highly
dependent on the service used and where it sits within the operator
infrastructure. The ideal integration with CSP system 530 is to use
an existing interface, e.g. the customer profile to determine the
risk score for a customer and use that along with the catalog rules
sourced from the product catalog integration to determine payment
risk.
[0138] In addition, CSP system 530 can, as part of the order
management and provisioning/order entry transaction, send a payment
type and payment details. This is necessary if the operator wants
to enable prepaid or credit card payments for services purchased
via CDA 140. In this case, the integration is also highly dependent
on the target system and its location within the operator
infrastructure. Typically, CSP system 530 can interface with but
does not actually store or process any payments.
[0139] Data Warehouse/Business Intelligence Integration.
[0140] FIG. 22 is an overview of data warehouse integration
according to one embodiment of the invention. Referring also to
FIG. 6, CSP system 530 of FIG. 6 includes a CSP reporting API 2201,
which interacts with operator IT system 150 to manage data
warehouse. In one embodiment, through CSP reporting API 2201, CSP
system 530 can push reports to operator IT system 150 using a sFTP
interface or a similar interface. The sFTP interface can be over
the Internet. In some embodiments, a Virtual Private Network (VPN)
can be used for additional security.
[0141] In some embodiments, CSP system 530 provides over twenty
reports for use by an operator, such as daily subscriber report,
usage detail reports, reports on charges of all kinds, and the
like. Reports can be generated daily and/or monthly, and delivered
to the operator.
[0142] Thus, a method, system and apparatus for a Core Service
Platform (CSP) has been described. It is to be understood that the
techniques shown in the figures can be implemented using code and
data stored and executed on one or more electronic devices (e.g.,
an end station, a network element, etc.). Such electronic devices
store and communicate (internally and/or with other electronic
devices over a network) code and data using non-transitory
machine-readable or computer-readable media, such as non-transitory
machine-readable or computer-readable storage media (e.g., magnetic
disks; optical disks; random access memory; read only memory; flash
memory devices; and phase-change memory). In addition, such
electronic devices typically include a set of one or more
processors coupled to one or more other components, such as one or
more storage devices, user input/output devices (e.g., a keyboard,
a touch screen, and/or a display), and network connections. The
coupling of the set of processors and other components is typically
through one or more busses and bridges (also termed as bus
controllers). The storage devices represent one or more
non-transitory machine-readable or computer-readable storage media
and non-transitory machine-readable or computer-readable
communication media. Thus, the storage device of a given electronic
device typically stores code and/or data for execution on the set
of one or more processors of that electronic device. Of course, one
or more parts of an embodiment of the invention may be implemented
using different combinations of software, firmware, and/or
hardware.
[0143] It is to be understood that the above description is
intended to be illustrative and not restrictive. Many other
embodiments will be apparent to those of skill in the art upon
reading and understanding the above description. The scope of the
invention should, therefore, be determined with reference to the
appended claims, along with the full scope of equivalents to which
such claims are entitled.
* * * * *