Meeting the Service
Creation Challenge Using the ISCP
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James T. Smith |
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GTE Telephone Operations |
What Is The Service
Creation Challenge ?
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Customer Service Management |
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Feature Interaction Management |
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Service Migration Management |
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Persistence of Call Control Context |
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Service Call-Back Support |
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Service Context May Span Multiple Call
Contexts! |
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Mediated Access Management |
Service Execution
Environment
Service Execution
Management
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Context Manager |
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What the Customer Wishes to Happen |
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What the System Wishes to Happen |
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State Manager |
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What Has Actually Happened |
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Map between AIN 0.X & Customer View |
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Service Manager |
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What (Declarative) to Do |
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How (Procedural) to Do It |
Required ISCP Data &
Program Structures
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Customer CPR Templates |
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Embedded Tables Containing ALL
Provisionable Data of the Customer |
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System Standalone Tables |
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CPR Graph Dispatch & Redirection |
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Table-Driven Shared CPR Libraries |
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Feature Management (FM’s) |
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Table-Driven Utilities |
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Table-Driven Services |
Table-Driven Flexibility
Is Needed
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Remove Data from Functional Graphs |
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Dynamically Modify Branch Count |
Two Categories of
Provisionable Data
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Customer Data |
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PIM, or Personal Information Management
(Customer Context Profile) |
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Service Context Profile |
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System Data |
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ID’s of FM’s, Utilities, & Services |
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System PIM, e.g., “Call-Back” Info |
Customer Provisionable
Data
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Service Subscription Profile |
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Customer Context Profile (a la, PIM) |
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DayTimer, e.g., Calender &
Scheduler |
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PhoneBook, e.g., Individuals &
Groups |
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Customer State, e.g., Quiet, Busy |
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Content Profile (Futuristic) |
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Service Context Profile |
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Driven by PIM & Subscription
Profile |
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Identify What to Do, When, with Whom |
Customer-Centered
Profiles
System Provisionable Data
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Service Subscription Profile |
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ID of Customer’s FM CPR |
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ID’s of Customer’s PIM CPR’s |
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ID’s of Utility & Service CPR’s |
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System’s Context Profile |
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Phone No’s of IP’s |
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When Voicemail Is to Attempt Delivery |
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Service Context Profile |
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Support Service “Call-Back’s” |
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GETS-like functionality |
High-Level Management
Organization
Customer’s CPR Template
Contains
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Embedded Data |
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Customer Provisioned Data |
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System Provisioned Data |
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Temporary Call Context Data |
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Handover Graph Stubs |
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Trigger-Based |
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Software Interrupt |
CPR Template’s Graph
Stubs
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One per Trigger |
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Assigned Independent of Service
Requirements |
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Customer’s FM CPR Resolves Errors |
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FM Handover Stub |
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Supports Chaining to Shared Customer
Data |
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Table-Driven CPR Graphs |
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Keyed to FM CPR ID’s Provisioned in the
Customer’s Template |
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Redirection via Standalone System FM
Tables |
Flow of Template CPR
Graph Logic
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Look-up Customer’s FM CPR |
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Found in System FM Table |
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Note the Call’s Trigger Entry Point |
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Transitory Store in CPR Template Memory |
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Handover to Identified FM CPR |
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Else If Non Identifed, Process Error |
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Perform Error Recovery (Terminate,
Continue, etc.) as Provisioned |
Flow of Template CPR
Graph Logic
High-Level Flow of FM
Graph Logic
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Receive Handover from Template |
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Collect System Parameters |
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High-Level Context & State
Resolution |
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System-Generated, e.g., Call-Back |
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Customer-Private, e.g., Personal Info |
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Shared with other Customers, e.g.,
Business Customer |
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Perform Indicated Service Features |
Functional Flow of FM
Graph Logic
Procedural Flow of
CPR/Handover Logic
Consequences of
Table-Driven CPR’s
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Referential Validation Required |
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FM ID within a Customer’s CPR Must
Match a Record within the System FM Table |
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Migration to Backward Compatible CPR’s
Is Trivial |
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Update Record in the Appropriate System
Table |
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Same Delegation Technique Also Is
Applicable to Service & Utility CPR’s |
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PIM’s, Billing, etc. |
Advanced Service Creation
Topics
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Abstraction of Service Information |
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Declarative v. Procedural Service
Provisioning |
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Normalization of Functionalities |
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Reuse of Template Data Structures |
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Service Contexts v. Call Contexts |
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Mediated Access |
Customer-Centered
Profiles
Customer Service Profile:
Spreadsheet Form
Abstraction of Service
Information
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Symbolic Representation |
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Each PIM Version Has a Unique
Representation of “Office,” “Family,” etc. |
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Object Oriented Polymorphism |
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PIM’s Support a Common Set of Functions |
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Object Oriented Encapsulation |
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PIM’s Implementations Are Independent
of Which FM’s Might Use Them |
Customer-Centered =
Symbol-Centered
Declarative v. Procedural
Implementation
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Run-Time Determination of Meaning of
What Is Requested |
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How to Organize Processing |
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How to Perform Each Task |
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Example: “Alert Quiet” v. “Alert Loud” |
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Pager with Pulsation v. Beep |
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Phone with LED v. Stutter Tone |
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PC with PopUp ICON v. Bleep Screen |
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Persistence of Statement’s Validity |
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Independent of New Technologies & Implementations |
Normalization of
Functionalities
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Processing of Each Functionality Is
Insulated from Other Functionalities |
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Example -- PIM Functionality |
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Temporal Functionality No Longer
Embedded Throughout Service Logic |
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Selective Upgrade of Daytimer or
Phonebook Functionality |
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Independent of the Other Functions that
Are Driven By Time and Call-Party Identification |
Reuse of CPR Template
Data Structures
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Use General Data Structures |
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Tables of Bit-Arrays Usable by All
PIM’s |
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Encode Information within a Table |
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Matched to Corresponding CPR Graph |
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Object Oriented Polymorphism &
Encapsulation |
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All PIM’s Support Same Set of Functions |
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Customer’s v. System’s View of Data |
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Are Not the Same View |
Example CPR Template Data
Structures
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Feature Manager (FM) Table |
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Access to other Utilities, Features,
etc. |
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Customer Context (PIM) Tables |
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Daytimer |
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Phonebook |
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Customer States |
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Service Context Profile Tables |
Feature Manager Dispatch
Table
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Type -- Key to Which Standalone Table |
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ID -- Index into Standalone Table |
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CPR -- CPR Returned by Query of Table |
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Handover -- Particular Handover of CPR |
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SCP-Col -- Column of Service Context Profile |
DayTimer Context Table
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Name -- Symbol Name (only here for
clarification) |
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ID -- Index into DayTimer Symbol Table
(SMF) |
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DoW -- Day of Week as 7 bits |
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HoD -- Hour of Day as 24 bits |
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DoM -- Day of Month as 31 bits |
Service Context Table
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ID -- Index of Service Context Entry |
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Col-1 -- Processed by DayTimer PIM |
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Col-2 -- Processed by PhoneBook PIM |
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Col-3 -- Processed by Customer State
PIM |
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Col-k -- ...... |
Justifications for this
Approach
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Customer Service Management |
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Feature Interaction Management |
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Service Migration Management |
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Persistence of Call Control Context |
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Service Call-Back Support |
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Mediated Access Management |