Description:FORM 2

THE PATENTS ACT, 1970
(39 OF 1970)
&
THE PATENTS RULES, 2003
(SEE SEC 10 AND RULE 13)

COMPLETE SPECIFICATION

“A Method for connecting live call with any service provider, helpline centers or emergency and non- emergency health services by dialing one number”

Aditi Health Management Pvt ltd, Indian applicant having place of business at B-705, Vineet co-op HSG society, Sameer Chandavarkar road, Kandivali (West), Mumbai- 400067.

The following specification particularly describes the invention and the manner in which it is to be performed.

FIELD OF THE INVENTION:

The present invention relates to telephony systems. The present invention, more particularly relates to a method for connecting live call with any service provider, helpline centers or emergency and non- emergency services by dialing one number.
BACKGROUND OF THE INVENTION:
Marketers are constantly competing to grab the attention of public. Hence, public-centric businesses should focus on making citizen communication seamless by allowing them to reach out through various channels. Thus, engaging them proactively across all public service touchpoints thereby delivering a great experience. Better communication builds better businesses. Click-to-chat has become a unique way to engage with customers in real time.
For businesses, an important advantage of click-to-talk technology is the ability to instantly convert internet-based visitors into potential customers. A click-to-call hyperlink can be embedded in a banner advertisement, an e-mail message, or the main part of a website.
Usually, customers are more inclined to make a purchase if there is a direct click to video chat available as it helps to get real time answers through personalized conversations. It increases customer satisfaction and delivers a superior customer service experience that increases the number of returning customers.
The present local search engines such as Google helps in listing businesses but does not focus on the helping the incoming traffic to connect on single click for the services they wants to avail. Moreover it is only for people using internet. A local search engine which again focuses on listing businesses based on citizen rating, paid subscription etc. They just help in finding right business for specific areas, majorly targeting B2B customer.
Automatic location identifier systems are available. An automatic location identification (ALI) is an enhanced electronic location system that automatically relays a caller's address when they call an emergency responder service such as 911, whether they call from a mobile phone or a land line. Telephone companies have subscriber databases that a consumer's phone number with a primary home address, but more recent technology such as ALI makes it easier for emergency responders such as the fire departments, law enforcement and paramedics to locate the caller's exact address in a more timely fashion. In fact, responders can locate someone who dials 911 even if they don't say a word.
But after all of the above exercise, still user needs to call and speak with someone who can explain about the product, services, grievances, enquiries and many things which a human can answer and understand much better than a bot or some online knowledge base.
In the present-day world, people rely on search engines or websites / local search engines for getting number for relevant service providers or existing government authorities to seek emergency and non- emergency or general help. Whether it involves contacting the local police station, utility services or seeking help regarding government schemes etc, people constantly use search engines or web to get helpline numbers. Even after getting the number after numerous searches on the web or local authorities, these numbers are hardly updated, never connected after a long wait or changes frequently according to the region. With the constant evolution, web and local search engines inundate consumers with a deluge of contact numbers that are hardly connected. For example, a simple web search on ‘Ambulance service in an area/vicinity would show you Ads or local ambulance operators number which are either absent or incorrect.
There are many challenges in the prior art system.
• Right contact number of helpline services are not easily available
• Even if available, there are multiple numbers for the same service
• Multiple numbers for multiple services which is cumbersome to manage and save
• Frequent changes in the number
• Long time in queue
• IVR

So there is a need for Right contact number which is not easily available.
Currently, there is no aggregator for service providers that not only connects consumers to the service providers via call through a single input mechanism or directly from a topical search engine that intakes consumer queries and directs consumer to the relevant service providers. So there is a need for a method for connecting live call with any service provider, helpline centers or emergency and non- emergency services by dialing one number which can provide right contact number easily. The present invention helps citizen connect to the correct helpline centers, emergency or non – emergency services as per the need without any wait time. The present invention is for establishing communication channel between user and service provider seamlessly without internet, phone directory. Here by using the present invention, only one number is connected to many services and moreover connecting people to people. The present invention is for peer to peer communication for multiple services. The present invention helps in connecting seamlessly with multiple service providers, helpline centers and emergency and non- emergency services. The present invention helps in getting the citizen connected with the right number around the country to get rid of dialing multiple numbers and provide hassle free service. The present invention is a method for connecting live call with any service provider, helpline centers or emergency and non- emergency services by dialing one number through a unified call center system that makes citizen service and emergency and non- emergency services freely accessible with one number.
The present invention helps to the citizen when he/she calls call center for a help with a local ambulance service and call center transfers the call without the consumer having to search and call multiple numbers to dial the right number. This is the same with even government schemes where there are multiple 3,5 and 10 digit numbers for each welfare scheme which is difficult to get connected. The same is with intercity dial 100 service for police which work only with in the same city. In situations like these, it's more effective to use a human provider to understand the problem and help the consumers connect to the right contact number with call centers quick and unique technology.
Objects of the invention:
One of the objects of the present invention is to provide a method for real time personalized engagement with citizens.
Yet another object of the present invention is to handle citizen service interactions in real-time and boosts citizen satisfaction and to improve prompt citizen service.
Yet another object of the present invention is to provide a method for connecting live call with any service provider, helpline centers or emergency and non- emergency services by dialing one number which decreases the time, money and energy and unnecessary burden (in case of emergency and non- emergency ) of the citizen s.
Yet another object of the present invention is to conference calls to the right skill based contextual information from the database.
Summary of the invention:
Accordingly, the present invention discloses a method for connecting live call with any service provider, helpline centers or emergency and non- emergency services by dialing one number. The present invention helps citizen connect to the correct helpline centers, emergency or non – emergency services as per the need without any wait time. The present invention is for establishing communication channel between citizen and service provider seamlessly without internet, phone directory. Only one number is connected to many services and moreover connecting people to people. The present invention is for peer to peer communication for multiple services. The present invention helps in connecting seamlessly with multiple service providers, helpline centers and emergency and non- emergency services. The present invention helps in getting the citizen connected with the right number around the country to get rid of dialing multiple numbers and provide hassle free service. The present invention is a method for connecting live call with any service provider, helpline centers or emergency and non- emergency health services by dialing one number through a unified call center system that makes citizen service and emergency and non- emergency services freely accessible with one number.
Description of the drawings:
Fig 1 illustrates the technical layout/ representation showcasing the functionality and connectivity of the entire call handling process.
Fig 2 shows flow chart for the process for connecting live call with any service provider, helpline centers or emergency and non- emergency services by dialing one number.
Detailed description of the invention with respect to drawings:
The present invention is a method for connecting live call with any service provider, helpline centers or emergency and non- emergency /non- emergency and non- emergency services by dialing one number. The present invention helps citizen connect to the correct helpline centers, emergency or non – emergency services as per the need without any wait time. The present invention is for establishing communication channel between user and service provider seamlessly without internet, phone directory. Only one number is connected to many services and moreover connecting people to people. The present invention is for peer to peer communication for multiple services. The present invention helps in connecting seamlessly with multiple service providers, helpline centers and emergency and non- emergency services. The present invention helps in getting the citizen connected with the right number around the country to get rid of dialing multiple numbers and provide hassle free service. The present invention is a method for connecting live call with any service provider, helpline centers or emergency and non- emergency services by dialing one number through a unified call center system that makes citizen service and emergency and non- emergency services freely accessible with one number.
In one embodiment, when a citizen calls the call center, he/she enquires about some services. After listening to the citizen requirement, the agent understands the concern and initiates the action to get the call connected via call conferencing to the right call center.
The call is transferred to the toll free number through a SIP (Session Initiation Protocol) or a PRI line through MPLS network. Multiprotocol Label Switching (MPLS) is a routing technique in telecommunications networks that directs data from one node to the next based on labels rather than network addresses. Whereas network addresses identify endpoints the labels identify established paths between endpoints.
In another embodiment, when the citizen calls the Call Centre, the call is connected via the PSTN LINE (A public switched telephone network) which is a combination of telephone networks used worldwide, including telephone lines, fiber optic cables, switching centers, cellular networks, satellites and cable systems. A PSTN lets users make landline telephone calls to one another. The call from PSTN is then connected via SIP line (A SIP line refers to a branch that comes from a SIP trunk. It is also called a channel or a session.) SIP lines act as lanes that are used for exchanging communication data between two points or locations. In a call session, a SIP line represents a unit capacity to support one incoming or outgoing call.
In another embodiment, a call center of the present invention is a centralized office used for the purpose of receiving or transmitting a large volume of requests by telephone. The call center constitutes of a set of resources known as agents, computers and telecommunication equipment, etc. which enable the citizens to get the services required. The call center is operated through an extensive open workspace for call center agents, with work stations that include a computer for each agent, a telephone set or headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centers, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the center are linked through a set of new technologies called computer telephony integration (CTI).

In another embodiment, A PRI phone system uses the Primary Rate Interface (PRI) standard on an Integrated Services Digital Network (ISDN) to enable multiple voice and data lines to connect to a business' private branch exchange system or PBX.

SIP trunking is a virtual alternative to traditional ISDN digital access circuits, or primary rate interface (PRI). SIP trunks transfer voice calls over the Internet and enable your PBX to route calls to the PSTN.

In another embodiment. A method for connecting live call with the service providers, helpline centers, emergency or non- emergency services is disclosed. A method connecting live call with any service provider, helpline centers or emergency and non- emergency services by dialing one number through MPLS comprising the steps of;
a. Enquiring of the citizen through a call for some services;
b. Listening the citizen requirement and understanding the concern;
c. Connecting the call to call center through call conferencing followed by transferring the call to toll free number through a SIP (Session Initiation Protocol) or a PRI line through MPLS network for directing data from one node to the next;
d. Keeping the citizen on hold up till call is transferred to the concerned department;
e. Saving the data in CRM database followed by entering the data packet in IP network by giving label to each packet followed by moving among network nodes based on long network addresses.
Advantages of the product / Invention
The invention relates to a unified and integrated call center system to get connected to all the service call centers in the country. The invention is particularly suited and introduced to provide a single call center system able to handle the requirements of some or all of the individuals looking for all kind of services across the country. In a country, there are multiple call centers like Emergency and non- emergency call center, Health care call centers, Railway helpline numbers, etc., but due to its incoming call volume, connectivity issues or other reasons, the citizens fail to reach them when they are in dire need of services.

, Claims:FORM 2

THE PATENTS ACT, 1970
(39 OF 1970)
&
THE PATENTS RULES, 2003
(SEE SEC 10 AND RULE 13)

COMPLETE SPECIFICATION

“A Method for connecting live call with any service provider, helpline centers or emergency and non- emergency health services by dialing one number”

Aditi Health Management Pvt ltd, Indian applicant having place of business at B-705, Vineet co-op HSG society, Sameer Chandavarkar road, Kandivali (West), Mumbai- 400067.

The following specification particularly describes the invention and the manner in which it is to be performed.

FIELD OF THE INVENTION:

The present invention relates to telephony systems. The present invention, more particularly relates to a method for connecting live call with any service provider, helpline centers or emergency and non- emergency services by dialing one number.
BACKGROUND OF THE INVENTION:
Marketers are constantly competing to grab the attention of public. Hence, public-centric businesses should focus on making citizen communication seamless by allowing them to reach out through various channels. Thus, engaging them proactively across all public service touchpoints thereby delivering a great experience. Better communication builds better businesses. Click-to-chat has become a unique way to engage with customers in real time.
For businesses, an important advantage of click-to-talk technology is the ability to instantly convert internet-based visitors into potential customers. A click-to-call hyperlink can be embedded in a banner advertisement, an e-mail message, or the main part of a website.
Usually, customers are more inclined to make a purchase if there is a direct click to video chat available as it helps to get real time answers through personalized conversations. It increases customer satisfaction and delivers a superior customer service experience that increases the number of returning customers.
The present local search engines such as Google helps in listing businesses but does not focus on the helping the incoming traffic to connect on single click for the services they wants to avail. Moreover it is only for people using internet. A local search engine which again focuses on listing businesses based on citizen rating, paid subscription etc. They just help in finding right business for specific areas, majorly targeting B2B customer.
Automatic location identifier systems are available. An automatic location identification (ALI) is an enhanced electronic location system that automatically relays a caller's address when they call an emergency responder service such as 911, whether they call from a mobile phone or a land line. Telephone companies have subscriber databases that a consumer's phone number with a primary home address, but more recent technology such as ALI makes it easier for emergency responders such as the fire departments, law enforcement and paramedics to locate the caller's exact address in a more timely fashion. In fact, responders can locate someone who dials 911 even if they don't say a word.
But after all of the above exercise, still user needs to call and speak with someone who can explain about the product, services, grievances, enquiries and many things which a human can answer and understand much better than a bot or some online knowledge base.
In the present-day world, people rely on search engines or websites / local search engines for getting number for relevant service providers or existing government authorities to seek emergency and non- emergency or general help. Whether it involves contacting the local police station, utility services or seeking help regarding government schemes etc, people constantly use search engines or web to get helpline numbers. Even after getting the number after numerous searches on the web or local authorities, these numbers are hardly updated, never connected after a long wait or changes frequently according to the region. With the constant evolution, web and local search engines inundate consumers with a deluge of contact numbers that are hardly connected. For example, a simple web search on ‘Ambulance service in an area/vicinity would show you Ads or local ambulance operators number which are either absent or incorrect.
There are many challenges in the prior art system.
• Right contact number of helpline services are not easily available
• Even if available, there are multiple numbers for the same service
• Multiple numbers for multiple services which is cumbersome to manage and save
• Frequent changes in the number
• Long time in queue
• IVR

So there is a need for Right contact number which is not easily available.
Currently, there is no aggregator for service providers that not only connects consumers to the service providers via call through a single input mechanism or directly from a topical search engine that intakes consumer queries and directs consumer to the relevant service providers. So there is a need for a method for connecting live call with any service provider, helpline centers or emergency and non- emergency services by dialing one number which can provide right contact number easily. The present invention helps citizen connect to the correct helpline centers, emergency or non – emergency services as per the need without any wait time. The present invention is for establishing communication channel between user and service provider seamlessly without internet, phone directory. Here by using the present invention, only one number is connected to many services and moreover connecting people to people. The present invention is for peer to peer communication for multiple services. The present invention helps in connecting seamlessly with multiple service providers, helpline centers and emergency and non- emergency services. The present invention helps in getting the citizen connected with the right number around the country to get rid of dialing multiple numbers and provide hassle free service. The present invention is a method for connecting live call with any service provider, helpline centers or emergency and non- emergency services by dialing one number through a unified call center system that makes citizen service and emergency and non- emergency services freely accessible with one number.
The present invention helps to the citizen when he/she calls call center for a help with a local ambulance service and call center transfers the call without the consumer having to search and call multiple numbers to dial the right number. This is the same with even government schemes where there are multiple 3,5 and 10 digit numbers for each welfare scheme which is difficult to get connected. The same is with intercity dial 100 service for police which work only with in the same city. In situations like these, it's more effective to use a human provider to understand the problem and help the consumers connect to the right contact number with call centers quick and unique technology.
Objects of the invention:
One of the objects of the present invention is to provide a method for real time personalized engagement with citizens.
Yet another object of the present invention is to handle citizen service interactions in real-time and boosts citizen satisfaction and to improve prompt citizen service.
Yet another object of the present invention is to provide a method for connecting live call with any service provider, helpline centers or emergency and non- emergency services by dialing one number which decreases the time, money and energy and unnecessary burden (in case of emergency and non- emergency ) of the citizen s.
Yet another object of the present invention is to conference calls to the right skill based contextual information from the database.
Summary of the invention:
Accordingly, the present invention discloses a method for connecting live call with any service provider, helpline centers or emergency and non- emergency services by dialing one number. The present invention helps citizen connect to the correct helpline centers, emergency or non – emergency services as per the need without any wait time. The present invention is for establishing communication channel between citizen and service provider seamlessly without internet, phone directory. Only one number is connected to many services and moreover connecting people to people. The present invention is for peer to peer communication for multiple services. The present invention helps in connecting seamlessly with multiple service providers, helpline centers and emergency and non- emergency services. The present invention helps in getting the citizen connected with the right number around the country to get rid of dialing multiple numbers and provide hassle free service. The present invention is a method for connecting live call with any service provider, helpline centers or emergency and non- emergency health services by dialing one number through a unified call center system that makes citizen service and emergency and non- emergency services freely accessible with one number.
Description of the drawings:
Fig 1 illustrates the technical layout/ representation showcasing the functionality and connectivity of the entire call handling process.
Fig 2 shows flow chart for the process for connecting live call with any service provider, helpline centers or emergency and non- emergency services by dialing one number.
Detailed description of the invention with respect to drawings:
The present invention is a method for connecting live call with any service provider, helpline centers or emergency and non- emergency /non- emergency and non- emergency services by dialing one number. The present invention helps citizen connect to the correct helpline centers, emergency or non – emergency services as per the need without any wait time. The present invention is for establishing communication channel between user and service provider seamlessly without internet, phone directory. Only one number is connected to many services and moreover connecting people to people. The present invention is for peer to peer communication for multiple services. The present invention helps in connecting seamlessly with multiple service providers, helpline centers and emergency and non- emergency services. The present invention helps in getting the citizen connected with the right number around the country to get rid of dialing multiple numbers and provide hassle free service. The present invention is a method for connecting live call with any service provider, helpline centers or emergency and non- emergency services by dialing one number through a unified call center system that makes citizen service and emergency and non- emergency services freely accessible with one number.
In one embodiment, when a citizen calls the call center, he/she enquires about some services. After listening to the citizen requirement, the agent understands the concern and initiates the action to get the call connected via call conferencing to the right call center.
The call is transferred to the toll free number through a SIP (Session Initiation Protocol) or a PRI line through MPLS network. Multiprotocol Label Switching (MPLS) is a routing technique in telecommunications networks that directs data from one node to the next based on labels rather than network addresses. Whereas network addresses identify endpoints the labels identify established paths between endpoints.
In another embodiment, when the citizen calls the Call Centre, the call is connected via the PSTN LINE (A public switched telephone network) which is a combination of telephone networks used worldwide, including telephone lines, fiber optic cables, switching centers, cellular networks, satellites and cable systems. A PSTN lets users make landline telephone calls to one another. The call from PSTN is then connected via SIP line (A SIP line refers to a branch that comes from a SIP trunk. It is also called a channel or a session.) SIP lines act as lanes that are used for exchanging communication data between two points or locations. In a call session, a SIP line represents a unit capacity to support one incoming or outgoing call.
In another embodiment, a call center of the present invention is a centralized office used for the purpose of receiving or transmitting a large volume of requests by telephone. The call center constitutes of a set of resources known as agents, computers and telecommunication equipment, etc. which enable the citizens to get the services required. The call center is operated through an extensive open workspace for call center agents, with work stations that include a computer for each agent, a telephone set or headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centers, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the center are linked through a set of new technologies called computer telephony integration (CTI).

In another embodiment, A PRI phone system uses the Primary Rate Interface (PRI) standard on an Integrated Services Digital Network (ISDN) to enable multiple voice and data lines to connect to a business' private branch exchange system or PBX.

SIP trunking is a virtual alternative to traditional ISDN digital access circuits, or primary rate interface (PRI). SIP trunks transfer voice calls over the Internet and enable your PBX to route calls to the PSTN.

In another embodiment. A method for connecting live call with the service providers, helpline centers, emergency or non- emergency services is disclosed. A method connecting live call with any service provider, helpline centers or emergency and non- emergency services by dialing one number through MPLS comprising the steps of;
a. Enquiring of the citizen through a call for some services;
b. Listening the citizen requirement and understanding the concern;
c. Connecting the call to call center through call conferencing followed by transferring the call to toll free number through a SIP (Session Initiation Protocol) or a PRI line through MPLS network for directing data from one node to the next;
d. Keeping the citizen on hold up till call is transferred to the concerned department;
e. Saving the data in CRM database followed by entering the data packet in IP network by giving label to each packet followed by moving among network nodes based on long network addresses.
Advantages of the product / Invention
The invention relates to a unified and integrated call center system to get connected to all the service call centers in the country. The invention is particularly suited and introduced to provide a single call center system able to handle the requirements of some or all of the individuals looking for all kind of services across the country. In a country, there are multiple call centers like Emergency and non- emergency call center, Health care call centers, Railway helpline numbers, etc., but due to its incoming call volume, connectivity issues or other reasons, the citizens fail to reach them when they are in dire need of services.

Claims:
We claim:
1)A method for method for connecting live call with any service provider, helpline centers or emergency and non- emergency services by dialing one number through MPLS comprising the steps of;
f. Enquiring of the citizen through a call for some services;
g. Listening the citizen requirement and understanding the concern;
h. Connecting the call to call center through call conferencing followed by transferring the call to toll free number through a SIP (Session Initiation Protocol) or a PRI line through MPLS network for directing data from one node to the next;
i. Keeping the citizen on hold up till call is transferred to the concerned department;
j. Saving the data in CRM database followed by entering the data packet in IP network by giving label to each packet followed by moving among network nodes based on long network addresses.
2) A system for connecting live call with any service provider, helpline centers or emergency and non- emergency services by dialing one number through MPLS through a process as claimed in claimed 1 comprising of;
a. a centralized office used for the purpose of receiving or transmitting a large volume of requests by telephone;
b. a computer for each agent;
c. a telephone set or headset connected to a telecom switch, and
d. one or more supervisor stations operated or networked with additional centers;
e. computer telephony integration (CTI)for voice and data pathways into the center.
f. MPLS network for directing data from one node to the next;

Date: 11/10/2022 For, Aditi Health Management Pvt ltd,
Agent of the applicant
Pallavi Unmesh Deshmukh