DESC:
FORM 2
THE PATENTS ACT, 1970
(39 of 1970)
&
THE PATENTS RULES, 2003

COMPLETE SPECIFICATION
(See section 10 and rule 13)
1. TITLE OF THE INVENTION
SYSTEM AND METHOD FOR REQUESTING A CALL BACK SERVICE

2. APPLICANT(S)
NAME NATIONALITY ADDRESS
JIO PLATFORMS LIMITED INDIAN OFFICE-101, SAFFRON, NR. CENTRE POINT, PANCHWATI 5 RASTA, AMBAWADI, AHMEDABAD 380006, GUJARAT, INDIA
3.PREAMBLE TO THE DESCRIPTION

THE FOLLOWING SPECIFICATION PARTICULARLY DESCRIBES THE NATURE OF THIS INVENTION AND THE MANNER IN WHICH IT IS TO BE PERFORMED.

FIELD OF THE INVENTION
[0001] The present invention relates to the field of wireless communication systems, more particularly relates to a method and system for requesting a call back service and the call flow thereof
BACKGROUND OF THE INVENTION
[0002] In general, customer care is the process of building an emotional connection with your customers, whereas customer service is simply the advice or assistance your business provides them. Customer service is important because it inspires customer loyalty and makes employees' jobs easier. This, in turn, helps businesses grow. By providing great customer service, organizations can recover customer acquisition costs, retain talent, and foster brand loyalty. Customer service is important because it's the direct connection between your customers and your business. It retains customers and extracts more value from them. By providing satisfaction driven customer service, businesses can recoup customer acquisition costs.
[0003] It may happen so that a customer wants to connect with a customer care service but not instantly and at some predetermined time when the customer is free or when the customer has the information required for the call handy, etc. For example, the customer is at work and would want to schedule a customer care call after 6 pm or between 6pm and 7 pm, or 9am and 10 am, etc.
[0004] In current customer services, when a customer requests a call back over a chat application or via email or a bot chat, the customer is not committed an exact time slot or time at which the customer will receive the call from the customer care. Further the customer is not given an option to choose a time / time slot of his liking for the call. Once a request for the call is submitted, the customer in this case just waits to receive the call from an unknown number. Sometimes the wait is just too long and the customer might just miss the call.
[0005] Therefore, it is desired is desired that the customer care service calls are managed in a more efficient manner and create better customer experience. The customer should be able to connect to the customer care when the customer wants and should not be kept waiting for the call even to happen at any random time.
SUMMARY OF THE INVENTION
[0006] One or more embodiments of the present disclosure provide a method and system for requesting a call back service.
[0007] In one aspect of the present invention, a method for requesting a call back service is disclosed. The method includes the step of receiving, by one or more processors, a request pertaining to the call back service via a customer application hosted in an at least one of a first User Equipment (UE). The method further includes the step of generating, by the one or more processors, a token in response to validation of the customer application. The method further includes the step of validating, by the one or more processors, the token and an Application Programming Interface (API) key extracted from the token. The method further includes the step of parsing, by the one or more processors, based on the API key, a customer plan and access control policy to determine if the customer application is registered for the call back service with a service provider. The method further includes the step of enriching, by the one or more processors, the request pertaining to the call back service in response to the customer application being registered for the call back service. The method further includes the step of transferring, by the one or more processors, the request received from the at least one UE to at least one instance of a plurality of instances, wherein on receipt of the request at the at least one instance, a call is connected between the at least one of the first UE and a second UE at a time slot indicated as per the request for the call back service.
[0008] In one embodiment, each of the at least one of the first UE comprises at least one customer application configured to raise the request for the call back service.
[0009] In another embodiment, the request comprises the time slot at which the call back is requested by the at least one of the first UE.
[0010] In yet another embodiment, upon enrichment, the method comprises the step of, generating, by the one or more processors, a session identifier for the request received from each of the at least one of the first UE.
[0011] In yet another embodiment, upon receiving the request, the method comprises the step of checking, by the one or more processor, an Application Programming Interface (API) related information of the request, the API related information comprises at least a user identifier, a password, and a DLS handshake
[0012] In yet another embodiment, the method comprises the step of notifying, by the one or more processors, the at least one of the first UE on receipt of the request pertaining to the callback service at the at least one instance.
[0013] In another aspect of the present invention, a system for requesting a call back service is disclosed. The system includes a receiving unit configured to receive, a request pertaining to the call back service via a customer application hosted in at least one of the first User Equipment (UE). The system further includes a generation unit configured to generate, a token in response to validation of the customer application. The system further includes a validation unit configured to validate, the token and an Application Programming Interface (API) key extracted from the token. The system further includes a parsing unit configured to parse, based on the API key, a customer plan and access control policy to determine if the customer application is registered for the call back service with a service provider. The system further an enrichment unit configured to enrich, the request pertaining to the call back service in response to the customer application being registered for the call back service. The system further includes a transfer unit configured to transfer, the request received from the at least one UE to at least one instance of a plurality of instances, wherein on receipt of the request at the at least one instance, a call is connected between the at least one of the first UE and the second UE at a time slot indicated as per the request for the call back service.
[0014] In another aspect of the present invention, a User Equipment (UE) is disclosed. One or more primary processors communicatively coupled to one or more processors. The one or more primary processors coupled with a memory. The memory stores instructions which when executed by the one or more primary processors causes the UE to transmit a request pertaining to the callback service to the one or more processors.
[0015] In yet another aspect of the present invention, a non-transitory computer-readable medium having stored thereon computer-readable instructions that, when executed by a processor. The processor is configured to receive, a request pertaining to the call back service via a customer application hosted in an at least one of the first User Equipment (UE). The processor is further configured to generate, a token in response to validation of the customer application. The processor is further configured to validate, the token and an Application Programming Interface (API) key extracted from the token. The processor is further configured to parse, a customer plan and access control policy to determine if the customer application is registered for the call back service with a service provider based on the API key. The processor is further configured to enrich, the request pertaining to the call back service \ in response to the customer application being registered for the call back service. The processor is further configured to transfer, the request received from the at least one UE to at least one instance of a plurality of instances, wherein on receipt of the request at the at least one instance, a call is connected between the at least one of the first UE and the second UE at a time slot indicated as per the request for the call back service.
[0016] Other features and aspects of this invention will be apparent from the following description and the accompanying drawings. The features and advantages described in this summary and in the following detailed description are not all-inclusive, and particularly, many additional features and advantages will be apparent to one of ordinary skill in the relevant art, in view of the drawings, specification, and claims hereof. Moreover, it should be noted that the language used in the specification has been principally selected for readability and instructional purposes and may not have been selected to delineate or circumscribe the inventive subject matter, resort to the claims being necessary to determine such inventive subject matter.
BRIEF DESCRIPTION OF THE DRAWINGS
[0017] The accompanying drawings, which are incorporated herein, and constitute a part of this disclosure, illustrate exemplary embodiments of the disclosed methods and systems in which like reference numerals refer to the same parts throughout the different drawings. Components in the drawings are not necessarily to scale, emphasis instead being placed upon clearly illustrating the principles of the present disclosure. Some drawings may indicate the components using block diagrams and may not represent the internal circuitry of each component. It will be appreciated by those skilled in the art that disclosure of such drawings includes disclosure of electrical components, electronic components or circuitry commonly used to implement such components.
[0018] FIG. 1 is an exemplary block diagram of an environment for requesting a call back service, according to one or more embodiments of the present invention;
[0019] FIG. 2 is an exemplary block diagram of a system for requesting a call back service, according to one or more embodiments of the present invention;
[0020] FIG. 3 is an exemplary flow diagram of the system of FIG. 2, according to one or more embodiments of the present invention;
[0021] FIG. 4 is an exemplary signal flow diagram illustrating the flow for requesting a call back service, according to one or more embodiments of the present disclosure; and
[0022] FIG. 5 is a flow diagram of a method for requesting a call back service, according to one or more embodiments of the present invention.
[0023] The foregoing shall be more apparent from the following detailed description of the invention.
DETAILED DESCRIPTION OF THE INVENTION
[0024] Some embodiments of the present disclosure, illustrating all its features, will now be discussed in detail. It must also be noted that as used herein and in the appended claims, the singular forms "a", "an" and "the" include plural references unless the context clearly dictates otherwise.
[0025] Various modifications to the embodiment will be readily apparent to those skilled in the art and the generic principles herein may be applied to other embodiments. However, one of ordinary skill in the art will readily recognize that the present disclosure including the definitions listed here below are not intended to be limited to the embodiments illustrated but is to be accorded the widest scope consistent with the principles and features described herein.
[0026] A person of ordinary skill in the art will readily ascertain that the illustrated steps detailed in the figures and here below are set out to explain the exemplary embodiments shown, and it should be anticipated that ongoing technological development will change the manner in which particular functions are performed. These examples are presented herein for purposes of illustration, and not limitation. Further, the boundaries of the functional building blocks have been arbitrarily defined herein for the convenience of the description. Alternative boundaries can be defined so long as the specified functions and relationships thereof are appropriately performed. Alternatives (including equivalents, extensions, variations, deviations, etc., of those described herein) will be apparent to persons skilled in the relevant art(s) based on the teachings contained herein. Such alternatives fall within the scope and spirit of the disclosed embodiments.
[0027] The present disclosure describes a call back service requested by a customer from a third party such as a customer care at a predefined time or a predefined time slot which is scheduled by the customer to get the call from the customer care. The invention provides a business with a calling feature that allow their customers to reach their customer care by submitting their contact number and the predefined time slot to get a call back at the predefined time or within the predefined time slot scheduled by the customer. The invention provides easy and secure integration of Application Programming Interfaces (APIs) and notification on call back for call status. The invention allows the customer care to monitor and get log of each request pertaining to the call back service.
[0028] In one embodiment, the call back service is implemented on any application for the customer related to the business which is used by the customer so that the customer reaches the customer care of the respective application related to the business. In particular, the call back service is a calling feature that can be implemented on any application for customer to reach the business to get connected on the chosen time slot. The call back service ensures secured onboarding of the customers, a safe journey of a request/API call pertaining to the call back service, call back Uniform Resource Locator (URL) mapping for the customer, customer stickiness support for each API call and round robin request distribution among a plurality of network element instances.
[0029] Referring to FIG. 1, FIG. 1 illustrates an exemplary block diagram of an environment 100 for requesting a call back service, according to one or more embodiments of the present invention. The environment 100 includes, a first User Equipment (UE) 102, a server 104, a network 106, a system 108, a network element instance 110, and a third party UE 112. The UE 102 aids a customer to interact with the system 108 by transmitting a call request to the system 108.
[0030] For the purpose of description and explanation, the description will be explained with respect to the first 102, or to be more specific the first UE 102 includes and will be explained with respect to a primary UE 102a, a secondary UE 102b, and a tertiary UE 102c, and should nowhere be construed as limiting the scope of the present disclosure. Each of the at least one of the first UE 102 namely the primary UE 102a, the secondary UE 102b, and the tertiary UE 102c is configured to connect to the server 104 via the network 106. Each of the at least one of the first UE 102 pertains to the customer requesting the call back service.
[0031] In an embodiment, each of the primary UE 102a, the secondary UE 102b, and the tertiary UE 102c is one of, but not limited to, any electrical, electronic, electro-mechanical or an equipment and a combination of one or more of the above devices such as Virtual Reality (VR) devices, Augmented Reality (AR) devices, laptop, a general-purpose computer, desktop, personal digital assistant, tablet computer, mainframe computer, or any other computing device.
[0032] However, each of the at least one of the primary UE 102a, the secondary UE 102b, and the tertiary UE 102cpertaining to the customer requesting the call back service is hereinafter referred to as the first UE 102 without deviating from the scope of the present disclosure.
[0033] The environment 100 includes a second UE 112. The second UE 112 is related to a third party from which the first UE 102 is requesting the call back service. The third party is at least one of but not limited to, the customer care, a service provider, a network operator, and a support team. In an embodiment, the third party is provided with the second UE 112 which is configured to connect to the server 104 via the network 106.
[0034] The network 106 includes, by way of example but not limitation, one or more of a wireless network, a wired network, an internet, an intranet, a public network, a private network, a packet-switched network, a circuit-switched network, an ad hoc network, an infrastructure network, a Public-Switched Telephone Network (PSTN), a cable network, a cellular network, a satellite network, a fiber optic network, or some combination thereof. The network 106 may include, but is not limited to, a Third Generation (3G), a Fourth Generation (4G), a Fifth Generation (5G), a Sixth Generation (6G), a New Radio (NR), a Narrow Band Internet of Things (NB-IoT), an Open Radio Access Network (O-RAN), and the like.
[0035] The network 106 may also include, by way of example but not limitation, at least a portion of one or more networks having one or more nodes that transmit, receive, forward, generate, buffer, store, route, switch, process, or a combination thereof, etc. one or more messages, packets, signals, waves, voltage or current levels, some combination thereof, or so forth. The network 106 may also include, by way of example but not limitation, one or more of a wireless network, a wired network, an internet, an intranet, a public network, a private network, a packet-switched network, a circuit-switched network, an ad hoc network, an infrastructure network, a Public-Switched Telephone Network (PSTN), a cable network, a cellular network, a satellite network, a fiber optic network, a VOIP or some combination thereof.
[0036] The environment 100 includes the server 104 accessible via the network 106. The server 104 may include by way of example but not limitation, one or more of a standalone server, a server blade, a server rack, a bank of servers, a server farm, hardware supporting a part of a cloud service or system, a home server, hardware running a virtualized server, a processor executing code to function as a server, one or more machines performing server-side functionality as described herein, at least a portion of any of the above, some combination thereof. In an embodiment, the entity may include, but is not limited to, a vendor, a network operator, a company, an organization, a university, a lab facility, a business enterprise side, a defense facility side, or any other facility that provides service.
[0037] The environment 100 includes a network element instance 110 pertaining to a plurality of network element instances which is communicably coupled to the server 104 via the network 106. The network element instance 110 pertains to is at least one of, a Telephony Application Server (TAS) or a Business Telephony Application Server (BTAS). The BTAS deals with voice related use cases. The at least one of, the network element instance 110 is an Application Programming Interface (API) provider which is responsible for managing call flows for making the call back within the predefined time slot as requested by the customer. In an embodiment, the environment 100 includes a plurality of network elements instances from which at least one network element instance 110 is selected based on the availability of the at least one the network element instance 110.
[0038] The environment 100 further includes the system 108 communicably coupled to the server 104, the network element instance 110, the first UE 102, and the second UE 112 via the network 106. The system 108 is adapted to be embedded within the server 104 or is embedded as the individual entity.
[0039] Operational and construction features of the system 108 will be explained in detail with respect to the following figures.
[0040] FIG. 2 is an exemplary block diagram of the system 108 for requesting a call back service, according to one or more embodiments of the present invention.
[0041] As per the illustrated and preferred embodiment, the system 108 for requesting a callback service, the system 108 includes one or more processors 202, a memory 204, and a storage unit 206. The one or more processors 202 includes a receiving unit 208, a generation unit 210, a validation unit 212, a parsing unit 214, an enrichment unit 216, a transfer unit 218, a checking unit 220 and a notification unit 222. The one or more processors 202, hereinafter referred to as the processor 202, may be implemented as one or more microprocessors, microcomputers, microcontrollers, digital signal processors, central processing units, state machines, logic circuitries, single board computers, and/or any devices that manipulate signals based on operational instructions. However, it is to be noted that the system 108 may include multiple processors as per the requirement and without deviating from the scope of the present disclosure. Among other capabilities, the processor 202 is configured to fetch and execute computer-readable instructions stored in the memory 204.
[0042] As per the illustrated embodiment, the processor 202 is configured to fetch and execute computer-readable instructions stored in the memory 204 as the memory 204 is communicably connected to the processor 202. The memory 204 is configured to store one or more computer-readable instructions or routines in a non-transitory computer-readable storage medium, which may be fetched and executed to for the call back service. The memory 204 may include any non-transitory storage device including, for example, volatile memory such as RAM, or non-volatile memory such as disk memory, EPROMs, FLASH memory, unalterable memory, and the like.
[0043] As per the illustrated embodiment, the storage unit 206 is configured to store records pertaining to the call back service. The storage unit 206 is one of, but not limited to, a centralized database, a cloud-based database, a commercial database, an open-source database, a distributed database, an end-user database, a graphical database, a No-Structured Query Language (NoSQL) database, an object-oriented database, a personal database, an in-memory database, a document-based database, a time series database, a wide column database, a key value database, a search database, a cache databases, and so forth. The foregoing examples of storage unit 206 types are non-limiting and may not be mutually exclusive e.g., the database can be both commercial and cloud-based, or both relational and open-source, etc.
[0044] Initially, a request is transmitted by the customer via the first UE 102 to avail the call back service. The first UE 102 includes at least one customer application configured to raise the request for the call back service. In particular, the request comprises a time slot at which the call back is requested by the first UE 102 of the customer.
[0045] In an embodiment, the receiving unit 208 of the processor 202 is configured to receive the request pertaining to the call back service via at least one of, a customer application hosted in the first UE 102 of the customer. In an alternate embodiment, the request is an Application Programming Interface (API) call initiated by the customer to receive the call back from the second UE 112.
[0046] In an embodiment, the API call includes at least one of, but not limited to, a Representational State Transfer (REST) based API with a calling feature which allows the customer to connect with the third party at the time slot provided by the customer. The Representational State Transfer (REST) is a software architecture that imposes conditions on how an API should work. The REST was initially created as a guideline to manage communication on a complex network like the internet.
[0047] In an embodiment, upon receiving the request, the checking unit 220 of the processor 202 is configured to check the API related information of the request. In particular, the API related information includes, at least, but not limited to, a user identifier, a password, and a handshake such as (Direct Link Setup) DLS handshake. The handshaking is the process in order to establish rules for communication when a first UE 102 attempts to communicate with another device.
[0048] In an embodiment, the checking unit 220 of the processor 202 is configured to validate the customer application. In particular, for validation the checking unit 220 checks whether the request pertaining to the call back service is received from the valid customer application in order to provide the call back service. For example, let us assume, the system 108 includes a predefined list of customer applications for which the call back service is provided, so the checking unit 220 will check whether the request received from the customer application is among the predefined list of the customer applications included in the system 108. Based on checking, if the request is received from the customer application is among the predefined list of the customer applications, then the customer application is inferred as the valid customer application.
[0049] In an embodiment, the generation unit 210 of the processor 202 is configured to generate a token in response to validation of the customer application. The token is generated by the generation unit 210 to authenticate the customer.
[0050] In an embodiment, the validation unit 212 of the processor 202 is configured to validate the token and an Application Programming Interface (API) key extracted from the validated token in order to validate the API key. In particular, the validation unit 212 validates the generated token by at least one of, but not limited to, parsing the token, verifying the token signature, and validating the claims that are stored in the token. In particular, the claims are the contents of the token. For example, the claims in the token becomes the API or a contract between an OpenID Connect (OIDC) provider and a client. In particular, the OIDC enables secure and a standardized authentication in one or more applications, particularly a web and the customer application. Further, the validation unit 212 extracts the API key from the validated token and validates the API key. The API key is a unique identifier that authenticates requests associated with the call back service. The API key is validated by at least one of, but not limited to, checking for a match between the API key extracted from validated token with a similar API key which is prestored in the storage unit 206. In one embodiment, the validation unit 212 validates the token and the API key in order to authenticate the customer.
[0051] In an embodiment, the parsing unit 214 of the processor 202 is configured to parse a customer plan and access control policy based on the validated API key. In particular, the customer plan and the access control policy pertains to the subscription plan of the customer which is checked by the parsing unit 214 to determine if the customer application is registered for the call back service with a service provider.
[0052] In an embodiment, the enrichment unit 216 of the processor 202 is configured to enrich the request in response to the customer application being registered for the call back service. In some cases, the request is not included with data which is required to provide the call service to the customer based on which the enrichment unit 216 modifies or add the required data in the request pertaining to the call back service. For example, the enrichment unit 214 adds historical data pertaining to the usage of the call back service by the user due to which the third party identify the user preferences and enhance the overall user experience.
[0053] In an embodiment, subsequent to the enrichment, the generation unit 210 of the processor 202 is configured to generate a session identifier for the request received from the first UE 102 utilizing the network element instance 110. In particular, the generation unit 210 generates the session identifier in order to establish the call between the first UE 102 of the customer and the second UE 112 of the third party utilizing the network element instance 110 within the time slot provided in the received request. The session identifier is a unique identification number that is generated by the generation unit 218. This unique identification number includes at least one of, but not limited to, a number code, a numerical code, or an alphanumeric code. The session identifier is also known as a session token which is assigned to the user for the duration of a session established between the user and the third party.
[0054] In an embodiment, in order to establish the call, the network element instance 110 is selected based on the availability of at least one of, the network element instance 110 among the plurality of network element instances. The selection of the at least one network element instance 110 is performed in a round robin manner.
[0055] In an embodiment, the transfer unit 218 of the processor 202 is configured to transfer, the request received from the first UE 102 to the least one network element instance 110 which is selected based on the availability. Further, upon reception of the request at the selected network element instance 110, a call is connected between the first UE 102 of the customer and the second UE 112 of the third party at the time slot indicated as per the request for the callback service
[0056] In an embodiment, the notification unit 222 of the processor 202 is configured to notify to the customer via the first UE 102 related to at least one of, but not limited to, receipt of the request pertaining to the callback service at the network element instance 110.Further, subsequent to the establishing the call between the first UE 102 of the customer and the second UE 112 of the third party, the notification unit 222 notifies the customer about a successful call back service and a failed call back service.
[0057] In one embodiment, the processor 202 provides the data pertaining to the monitoring, Key Performance Indicators (KPIs) and logs of each request pertaining to the call back service to the third party by which the third party improves the customer experience of the call back service. In particular, the processor 202 monitors the call back service performance which allows the third party to be proactive so that if there is any issue in the call back service then the third party can resolve the issue before the issue impacts the user. The processor 202 monitors the call back service performance by tracking one or more performance metrics such as at least one of, but not limited to, a resource consumption in order to provide the call back service to the user and a response time pertaining to providing the call back service to the user. For example, the one or more performance metrics are success indicators that demonstrates how well the call back service is functioning.
[0058] The receiving unit 208, the generation unit 210, the validation unit 212, the parsing unit 214, the enrichment unit 216, the transfer unit 218, the checking unit 220 and the notification unit 222 in an exemplary embodiment, are implemented as a combination of hardware and programming (for example, programmable instructions) to implement one or more functionalities of the processor 202. In the examples described herein, such combinations of hardware and programming may be implemented in several different ways. For example, the programming for the processor 202 may be processor-executable instructions stored on a non-transitory machine-readable storage medium and the hardware for the processor may comprise a processing resource (for example, one or more processors), to execute such instructions. In the present examples, the memory 204 may store instructions that, when executed by the processing resource, implement the processor 202. In such examples, the system 108 may comprise the memory 204 storing the instructions and the processing resource to execute the instructions, or the memory 204 may be separate but accessible to the system 108 and the processing resource. In other examples, the processor 202 may be implemented by electronic circuitry.
[0059] FIG. 3 illustrates an exemplary block diagram of an architecture for the system 108, according to one or more embodiments of the present invention. More specifically, FIG. 3 illustrates the system 108 for requesting a call back service. It is to be noted that the embodiment with respect to FIG. 3 will be explained with respect to the first UE 102 for the purpose of description and illustration and should nowhere be construed as limited to the scope of the present disclosure.
[0060] FIG. 3 shows communication between the first UE 102, the system 108, the network element instance 110 and the second UE 112. For the purpose of description of the exemplary embodiment as illustrated in FIG. 3, the first UE 102, the network element instance 110 and the second UE 112 uses network protocol connection to communicate with the system 108. In an embodiment, the network protocol connection is the establishment and management of communication between the first UE 102, the system 108, the network element instance 110, and the second UE 112 over the network 106 (as shown in FIG. 1) using a specific protocol or set of protocols. The network protocol connection includes, but not limited to, Session Initiation Protocol (SIP), System Information Block (SIB) protocol, Transmission Control Protocol (TCP), User Datagram Protocol (UDP), File Transfer Protocol (FTP), Hypertext Transfer Protocol (HTTP), Simple Network Management Protocol (SNMP), Internet Control Message Protocol (ICMP), Hypertext Transfer Protocol Secure (HTTPS) and Terminal Network (TELNET).
[0061] In an embodiment, the first UE 102 includes a primary processor 302, a memory 304, and a user interface 306. In alternate embodiments, the first UE 102 may include more than one primary processor 302 as per the requirement of the network 106. The primary processor 302, may be implemented as one or more microprocessors, microcomputers, microcontrollers, digital signal processors, central processing units, state machines, logic circuitries, single board computers, and/or any devices that manipulate signals based on operational instructions.
[0062] In an embodiment, the primary processor 302 is configured to fetch and execute computer-readable instructions stored in the memory 304. The memory 304 may be configured to store one or more computer-readable instructions or routines in a non-transitory computer-readable storage medium, which may be fetched and executed to manage request pertaining to the call back service. The memory 304 may include any non-transitory storage device including, for example, volatile memory such as RAM, or non-volatile memory such as disk memory, EPROMs, FLASH memory, unalterable memory, and the like.
[0063] In an embodiment, the user interface 306 of the first UE 102 includes a variety of interfaces, for example, a graphical user interface, a web user interface, a Command Line Interface (CLI), and the like. The user interface module 306 is configured to allow the customer to transmit request pertaining to the call back service. The first UE 102 transmits the request pertaining to the call back service to the processor 202 via the user interface 306.
[0064] For example, initially when the customer care calls the customer and let us assume due to any reason the customer was not able to pick up the call. Thereafter, if the customer wants to connect with the customer care in order to get any service or to get information regarding a query, the customer uses the call back service in which the customer schedules the time slot via the user interface 306 so that the customer care would call back to the customer within the scheduled time slot. The customer transmits the request pertaining to the call back service via the first UE 102 to the processor 202 of the system 108.
[0065] Further, the processor 202 receives the request which includes information of the customer such as a phone number, time slot for the call back and authenticates the customer by verifying at least one of, but not limited to, tokens, API keys, user ID, and passwords which are included in the request pertaining to the call back service. Subsequent to the authentication of the customer, the processor 202 checks for the valid subscriptions plans and the access control policies related to the customer. Thereafter, if the processor 202 determines that the customer is valid with the active subscription plan and the access control policies, the processor 202 selects at least one network element 110 and creates the session identifier to establish the call back between the first UE 102 of the customer and the second UE 112 of the customer care within the time slot. The request is transferred to select at least one network element 110 which utilizes the session identifier to make the call back that establishes communication between the second UE 112 of the customer care the and the first UE 102 of the customer within the time slot. Advantageously, the customer receives the call back from the customer care within the time slot as per requested by the customer.
[0066] FIG. 4 is a signal flow diagram illustrating the flow for requesting the call back service, according to one or more embodiments of the present disclosure.
[0067] At step 402, using the UE 102 the customer transmits the request pertaining to the call back service to the processor 202 of the system 108. The request includes the time slot in which the customer is expecting to receive the call back from the third party.
[0068] At step 404, processor 202 of the system 108 receives the request and generates the token. Further, the API key is extracted from the token and the extracted API key is validated. Thereafter, the customers plan and access control policies are checked. If the token, the API key, the customers plan and access control policy are valid, then the request is accepted, or else the request is rejected. Furthermore, the request enrichment is done, then the enriched request is transferred to the network element instance 110 based on the availability of the network element instance 110.
[0069] At step 406, once the enriched request is reached at the network element instance 110, the network element instance 110 utilizes the session identifier generated by the processor 202 to initiate the call back. The network element instance 110 transmits the call back request to the third party to establish the call between the third party and the customer.
[0070] At step 408, the network element instance 110 receives response related to the call back from the third party. Further, the network element 110 establishes the call within the time slot provided by the customer between the second UE 112 of the third party and the first UE 102 of the customer by transmitting a response to the first UE 102 via the system 108.
[0071] FIG. 5 is a flow diagram of a method 500 requesting the call back service, according to one or more embodiments of the present invention. For the purpose of description, the method 500 is described with the embodiments as illustrated in FIG. 2 and should nowhere be construed as limiting the scope of the present disclosure.
[0072] At step 502, the method 500 includes the step of receiving a request pertaining to the call back service via a customer application hosted in an at least one of the first (UE) 102. In one embodiment, receiving unit 208 of the processor 202 is configured to receive the request from the customer. In an alternate embodiment, the API call is received at the receiving unit 208 of the processor to provide the call back service to the customer. For example, when the customer had missed the call from the third party such as the customer care and customer want to connect with the customer care after some time then the customer transmits the call back request using the customer application hosted in the first UE 102 which includes the time slot at which the customer wants to receive call back from the third party at the first UE 102. Subsequent to receiving the request by the receiving unit 208 of the processor 202, the checking unit 220 of the processor 202 checks the API related information from which the request is received.
[0073] At step 504, the method 500 includes the step of generating, a token in response to validation of the customer application. In one embodiment, the generation unit 210 of the processor 202 is configured to generate the token in response to validation of the customer application. The processor 202 checks whether the request received from the customer application is valid application for providing the call back service. Further, the token is generated to authenticate the customer.
[0074] At step 506, the method 500 includes the step of validating the token and an Application Programming Interface (API) key extracted from the token. In one embodiment, the validation unit 212 of the processor 202 is configured to validate the token included in the request received and extract the API key from the validated token in order to validate the API key. For example, the request includes the token which is validated by verifying at least one of, but not limited to, the token signature by the validation unit 212. If the token included in the received request is an invalid token, then a negative response is transmitted to the first UE 102 of the customer.
[0075] Further, the validation unit 212 extracts the API key from the validated token and validates the API key by checking for the match between the API key extracted from validated token with the similar API key which is prestored in storage unit 206. If the extracted API key is not matching with any of the prestored API key, then the extracted API key is inferred as the invalid API key based on which the then the negative response is transmitted to the first UE 102 of the customer. In an alternate embodiment, the validation unit 212 authenticates customer by validating the token, and the API keys.
[0076] At step 508, the method 500 includes the step of parsing, based on the API key, a customer plan and access control policy to determine if the customer application is registered for the call back service with a service provider. In one embodiment, the parsing unit 214 of the processor 202 is configured to parse whether the customers plan and access policy is valid based on the validated API key. Further, the parsing unit 214 of the processor 202 checks whether the customer application is registered for the call back service with a service provider. In particular, in order to avail the call back service, the customer must have subscribed to the valid subscription plan and access policy corresponding to the customer application which is registered with the service provider. The service provider is the third party which provides the call back service. If the customers plan and access policy are not valid, then a negative response is transmitted to the first UE 102 of the customer. For example, the customers plan and the access policy includes, at least one of, but not limited to, the subscription plan with a limited number of call back request or the API call are allowed to the customer in a day.
[0077] At step 510, the method 500 includes the step of enriching the request pertaining to the call back service in response to the customer application being registered for the call back service. In one embodiment, the enrichment unit 216 of the processor 202 is configured to enrich the request pertaining to the call back service in response to the customer application being registered for the call back service. For example, in some scenarios the request are not included with data which is required to provide the call back service to the customer based on which the enrichment unit 216 modifies or add the required data in the request. Let us assume a header value in the request is not appropriate for the call back service, in such scenarios the enrichment unit 216 modifies the header value so that its compatible in order to provide call back service to the customer.
[0078] At step 512, the method 500 includes the step of transferring, the request received from the at least one of the first UE 102 to at least one instance of a plurality of instances, wherein on receipt of the request at the at least one instance, a call is connected between the at least one of the first UE 102 and a second UE 112 at a time slot indicated as per the request for the callback service. In one embodiment, the transfer unit 218 of the processor 202 is configured to transfer, the request received from first UE 102 to the network element instance 110.
[0079] In particular, a network element instance 110 is selected by the transfer unit 218 in order to transfer the request to the network element instance 110. Based on the availability of at least one of, the network element instance 110 among the plurality of network element instances the selection is done. For example, let us assume the network element instance 110 is BTAS with plurality of instances such as BTAS 1, BTAS 2,…,BTAS N. Whenever the request is received, the transfer unit 218 checks for the availability of each of the BTAS in the round robin manner. If transfer unit 218 determines that the BTAS 1 is not available, then the transfer unit 218 will check for the BTAS 2. Subsequent to determining that the BTAS 2 is available, then the transfer unit 218 transfer the request to BTAS 2 i.e. the network element instance 110. Advantageously, due to the requests distribution is done in round robin manner among the plurality of BTAS instances, the load pertaining to the requests is equally divided among the plurality of BTAS instances.
[0080] Simultaneously while selecting the network element instance 110, the generation unit 210 of the processor 202 generates the session identifier based on receiving the request at the transfer unit 218. For example, once the request is received, the session identifier is generated by the generation unit 210 to connect an A party with a B party. Herein, the A party relates to the customer care and the B party relates to the customer or vice versa.
[0081] Further, the selected network element 110 initiates the call back by utilizing the generated session identifier between the first UE 102 of the customer and the second UE 112 of the third party within the time slot provided by the customer. For example, the customer receives the call back on the first UE 102 from the second UE 112 of the third party within the time slot such as 6pm to 8 pm as per scheduled by the customer in the request pertaining to the call back service.
[0082] In an embodiment, subsequent to initiating the call back between the first UE 102 of the customer and the second UE 112 of the third party, the notification unit 222 notifies regarding the successful call back service and a failed call back service to the first UE 102 of the customer.
[0083] In an embodiment, if the call back is not completed, for example, due to bad network, disconnection mid-way, customer leaving the call midway, etc., the customer will get a notification regarding the same on the first UE 102.
[0084] The present invention further discloses a non-transitory computer-readable medium having stored thereon computer-readable instructions. The computer-readable instructions are executed by the processor 202. The processor 202 is configured to receive, a request pertaining to the call back service via a customer application hosted in an at least one of the first User Equipment (UE) 102. The processor 202 is further configured to generate, a token in response to validation of the customer application. The processor 202 is further configured to validate, the token and an Application Programming Interface (API) key extracted from the token. The processor 202 is further configured to parse, a customer plan and access control policy to determine if the customer application is registered for the call back service with a service provider based on the API key. The processor 202 is further configured to enrich, the request pertaining to the call back service in response to the customer application being registered for the call back service. The processor 202 is further configured to transfer, the request received from the at least one UE 102 to at least one instance of a plurality of instances 110, wherein on receipt of the request at the at least one instance 110, a call is connected between the at least one of the first UE 102 and the second UE 112 at a time slot indicated as per the request for the call back service.
[0085] A person of ordinary skill in the art will readily ascertain that the illustrated embodiments and steps in description and drawings (FIG.1-5) are set out to explain the exemplary embodiments shown, and it should be anticipated that ongoing technological development will change the manner in which particular functions are performed. These examples are presented herein for purposes of illustration, and not limitation. Further, the boundaries of the functional building blocks have been arbitrarily defined herein for the convenience of the description. Alternative boundaries can be defined so long as the specified functions and relationships thereof are appropriately performed. Alternatives (including equivalents, extensions, variations, deviations, etc., of those described herein) will be apparent to persons skilled in the relevant art(s) based on the teachings contained herein. Such alternatives fall within the scope and spirit of the disclosed embodiments.
[0086] The present disclosure provides technical advancement related to the call back service. The call back service is implemented on any application for customer to reach a business. The call back service allows the customers to reach the support team of the business by submitting contact number and the time slot to get a call back within the time slot. The call back service provides flexibility to the customer to schedule the time slot. The call back service provides easy and secure integration of APIs. The call back service provides notification to the notifications related to the call status of the call back. The call back service allows monitoring and logging of the each call request/ API call. The call back service allows flexibility of applying access control policy on every API call.
[0087] The present invention offers multiple advantages over the prior art and the above listed are a few examples to emphasize on some of the advantageous features. The listed advantages are to be read in a non-limiting manner.

REFERENCE NUMERALS

[0088] Environment - 100;
[0089] First UE - 102;
[0090] Server - 104;
[0091] Network- 106;
[0092] System -108;
[0093] Network element instance – 110;
[0094] Second UE – 112;
[0095] Processor - 202;
[0096] Memory - 204;
[0097] Storage unit – 206;
[0098] Receiving unit – 208;
[0099] Generation unit – 210
[00100] Validation unit – 212;
[00101] Parsing unit– 214;
[00102] Enrichment unit – 216;
[00103] Transfer unit – 218;
[00104] Checking unit – 220;
[00105] Notification unit -222;
[00106] Primary processor- 302;
[00107] Memory- 304;
[00108] User Interface – 306.
,CLAIMS:CLAIMS
We Claim:
1. A method (500) of requesting a call back service, the method (500) comprising the steps of:
receiving, by one or more processors (202), a request pertaining to the call back service via a customer application hosted in an at least one of a first User Equipment (UE) (102);
generating, by the one or more processors (202), a token in response to validation of the customer application;
validating, by the one or more processors (202), the token and an Application Programming Interface (API) key extracted from the token;
parsing, by the one or more processors (202), based on the API key, a customer plan and access control policy to determine if the customer application is registered for the call back service with a service provider;
enriching, by the one or more processors (202), the request pertaining to the call back service in response to the customer application being registered for the call back service; and
transferring, by the one or more processors (202), the request received from the at least one UE (102) to at least one instance of a plurality of instances (110), wherein on receipt of the request at the at least one instance (110), a call is connected between the at least one of the first UE (102) and a second UE (112) at a time slot indicated as per the request for the call back service.

2. The method (500) as claimed in claim 1, wherein each of the at least one of the first UE (102) comprises at least one customer application configured to raise the request for the call back service.

3. The method (500) as claimed in claim 1, wherein the request comprises the time slot at which the call back is requested by the at least one of the first UE (102).

4. The method (500) as claimed in claim 1, wherein upon enrichment, the method (500) comprises the step of, generating, by the one or more processors (202), a session identifier for the request received from each of the first UE (102).

5. The method (500) as claimed in claim 1, wherein upon receiving the request, the method (500) comprises the step of checking, by the one or more processor (202), an Application Programming Interface (API) related information of the request, the API related information comprises at least a user identifier, a password, and a DLS handshake.

6. The method (500) as claimed in claim 1, wherein the method (500) comprises the step of notifying, by the one or more processors (202), the at least one of the first UE (102) on receipt of the request pertaining to the callback service at the at least one instance (110).

7. A system (108) for requesting a call back service, the system (108) comprising:
a receiving unit (208) configured to receive, a request pertaining to the call back service via a customer application hosted in at least one of a first User Equipment (UE) (102);
a generation unit (210) configured to generate, a token in response to validation of the customer application;
a validation unit (212) configured to validate, the token and an Application Programming Interface (API) key extracted from the token;
a parsing unit (214) configured to parse, based on the API key, a customer plan and access control policy to determine if the customer application is registered for the call back service with a service provider;
an enrichment unit (216) configured to enrich, the request pertaining to the call back service in response to the customer application being registered for the call back service; and
a transfer unit (218) configured to transfer, the request received from the at least one UE (102) to at least one instance of a plurality of instances (110), wherein on receipt of the request at the at least one instance (110), a call is connected between the at least one of the first UE (102) and a second UE (112) at a time slot indicated as per the request for the call back service.

8. The system (108) as claimed in claim 7, wherein each of the at least one of the first UE (102) comprises at least one customer application configured to raise the request for the call back service.

9. The system (108) as claimed in claim 7, wherein the request comprises the time slot at which the call back is requested by the at least one of the first UE (102).

10. The system (108) as claimed in claim 7, wherein on enrichment, the generation unit (210) is configured to generate, a session identifier for the request received from each of the first UE (102).

11. The system (108) as claimed in claim 7, wherein the system (108) comprises a checking unit (220) configured to check, an Application Programming Interface (API) related information of the request, the API related information comprises at least a user identifier, a password, and a DLS handshake.

12. The system as claimed in claim 7, wherein the system (108) comprises a notification unit (222) configured to notify, the at least one of the first UE (102) on receipt of the request pertaining to the callback service at the at least one instance (110).

13. A first User Equipment (UE) (102), comprising:
one or more primary processors (302) communicatively coupled to one or more processors (202), the one or more primary processors (302) coupled with a memory (304), wherein said memory (304) stores instructions which when executed by the one or more primary processors (302) causes the first UE (102) to:
transmit, a request pertaining to the call back service to the one or more processors (202);
wherein the one or more processors (202) is configured to perform the steps as claimed in claim 1.