GB2547465A

GB2547465A - System and method for assisting conference calls

Info

Publication number: GB2547465A
Application number: GB1602943.1A
Authority: GB
Inventors: Tagg James; Campbell Alistair; Edward Body James
Original assignee: Truphone Ltd
Current assignee: Truphone Ltd
Priority date: 2016-02-19
Filing date: 2016-02-19
Publication date: 2017-08-23
Also published as: WO2017141041A1; GB201602943D0

Abstract

A conference call helper system 4 comprising a communication means arranged to support a first communication link 10 with a user device 2a and a communication means arranged to support a second communications link 11 with a conference call system (or conference bridge) 3. The first and second communication links 10, 11 are connected and the conference call helper system is arranged to maintain the second communication link 11 to the conference call system 3 when the first communications link is disconnected. Aspects of the invention include re-establishing the first communication link and connecting the re-established first communication link and the second communication link. It enables a user to access a conference call through the conference call helper or assistant system 4, and if the user subsequently loses network connectivity the system acts as a proxy for the user so that it appears to the system hosting the conference call that the user is still connected to the conference call.Further aspects include the system monitoring the status of the first call connection and determining whether termination is normal or abnormal (call termination occurring for reasons other than deliberately ending, e.g. loss of connectivity).

Description

SYSTEM AND METHOD FOR ASSISTING CONFERENCE CALLS

[0001] The present application relates to a system and method for assisting conference calls.

Background [0002] Conference calls linking a number of separate voice or multimedia calls so that a number of persons can talk to and hear one another, and in the case of multimedia calls, see one another, are well known in the field of telecommunications. Conference calls may, for example, be provided by a conference call system, such as a conference bridge. A system and method for providing multimedia conference calls are disclosed, for example, in United States Patent US9232190B1.

[0003] When a user is conducting a conference call, problems can arise if the user has intermittent connectivity to the conference call system. Such intermittent connectivity may arise, for example, if the user is conducting the conference call using a mobile device such as a mobile phone or smartphone, and particularly if the user is travelling.

[0004] In this situation, a loss of network connectivity will cause the user to be disconnected from the conference call, and intermittent connectivity may result in the user being repeatedly disconnected from the conference call. This can be a problem for the user because each time the user is disconnected and attempts to reconnect to the conference call they will have to call the conference call system and then re-enter the conference call itself, generally requiring the entry of call ID numbers and PIN codes. Further, conference call systems usually generate automatic messages announcing when users enter or leave a conference call, so that a user with intermittent connectivity may cause a series of such messages to be generated, disrupting the conference for other users.

[0005] The embodiments described below are not limited to implementations which solve any or all of the disadvantages of the known approaches described above.

Summary [0006] This Summary is provided to introduce a selection of concepts in a simplified form that are further described below in the Detailed Description. This Summary is not intended to identify key features or essential features of the claimed subject matter, nor is it intended to be used as an aid in determining the scope of the claimed subject matter.

[0007] A conference call helper system or conference call assistant system, and method is provided. The system and method enable a user to access a conference call through the conference call helper or assistant system, and if the user subsequently loses network connectivity the system acts as a proxy for the user so that it appears to the system hosting the conference call that the user is still connected to the conference call.

[0008] In a first aspect, the present disclosure provides a conference call helper system comprising: a communication means arranged to support a first communication link with a user device; and a communication means arranged to support a second communications link with a conference call system; wherein the first communication link and the second communication link are connected, and the conference call helper system is arranged to maintain the second communication link to the conference call system when the first communications link is disconnected.

[0009] In a second aspect, the present disclosure provides a method of providing a conference call, the method comprising: supporting a first communication link between a conference call helper system and a user device; and supporting a second communication link between a conference call helper system and a conference call system; wherein the first communication link and the second communication link are connected; and maintaining the second communication link between the conference call helper system and the conference call system when the first communications link between the user device and the conference call helper system is disconnected.

[0010] In a third aspect, the present disclosure provides a computer program comprising computer readable instructions which, when executed by a processor of a computer cause the computer to carry out the method of said second aspect.

[0011] The methods described herein may be performed by software in machine readable form on a tangible storage medium e.g. in the form of a computer program comprising computer program code means adapted to perform all the steps of any of the methods described herein when the program is run on a computer and where the computer program may be embodied on a computer readable medium. Examples of tangible (or non-transitory) storage media include disks, thumb drives, memory cards etc and do not include propagated signals. The software can be suitable for execution on a parallel processor or a serial processor such that the method steps may be carried out in any suitable order, or simultaneously.

[0012] This application acknowledges that firmware and software can be valuable, separately tradable commodities. It is intended to encompass software, which runs on or controls “dumb” or standard hardware, to carry out the desired functions. It is also intended to encompass software which “describes” or defines the configuration of hardware, such as HDL (hardware description language) software, as is used for designing silicon chips, or for configuring universal programmable chips, to carry out desired functions.

[0013] The preferred features may be combined as appropriate, as would be apparent to a skilled person, and may be combined with any of the aspects of the invention.

Brief Description of the Drawings [0014] Embodiments of the invention will be described, by way of example, with reference to the following drawings, in which: [0015] Figure 1 is a schematic diagram of a system assisting conference call services according to a first embodiment of the present invention; [0016] Figure 2 is a flow diagram of a method according to the first embodiment of the invention; [0017] Figure 3 is a schematic diagram showing the relative timings of some events according to the first embodiment of the invention; and [0018] Figure 4 is a flow diagram of a part of a method according to a second embodiment of the present invention.

[0019] Common reference numerals are used throughout the figures to indicate similar features.

Detailed Description [0020] Embodiments of the present invention are described below by way of example only. These examples represent the best ways of putting the invention into practice that are currently known to the Applicant although they are not the only ways in which this could be achieved. The description sets forth the functions of the example and the sequence of steps for constructing and operating the example. However, the same or equivalent functions and sequences may be accomplished by different examples.

[0021] Figure 1 illustrates a system for providing conference call services according to a first embodiment of the present invention. Figure 2 shows a flow chart of a method used by the system according to the first embodiment to provide a conference call service. Figure 3 illustrates a timing diagram showing events during use of the system according to the first embodiment.

[0022] In Figure 1, a GSM/3GPP mobile telecommunications network “network” 1 is shown. A number of mobile communication devices “mobile devices” 2 are connected to the network 1, and the network 1 is able to support voice calls between different ones of the mobile devices 2. The conference call system 3 is also connected to the network 1, and the network 1 can also support voice calls between the mobile devices 2 and the conference call system 3. The mobile devices 2 may, for example, be mobile phones or smartphones. The conference call system 3 may, for example, be a conference bridge.

[0023] The network 1 is shown schematically in figure 1. It will be understood that the network 1 may in practice comprise a very large number of components, but these are not described or shown to improve clarity and to avoid obscuring the scope of the present invention.

[0024] In practice, the network 1 will generally also be connected to other networks. To improve clarity, such other networks are not shown in figure 1.

[0025] According to the present invention a conference call helper system 4 is provided, connected to the network 1. The conference call helper system 4 is arranged to act as an intermediary between a mobile device 2 and the conference call system 3. The network 1 is able to support voice calls between the conference call helper system 4 and the mobile devices 2 and between the conference call helper system 4 and the conference call system 3.

[0026] The conference call helper system may be provided as a server connected to the network 1.

[0027] When a user having a mobile device 2a wishes to join a pre-arranged or scheduled conference call in the embodiment illustrated in figure 1, the user uses their mobile device 2a to place a call to the conference call helper system 4. To place the call, the user mobile device 2a sends a request to place the call to the network 1, and the network 1 then contacts the conference call helper system 4, and establishes a first call connection 10 between the user mobile device 2a and the conference call helper system 4 through the network 1, as shown in figure 1.

[0028] In order to connect the user to the desired conference call the conference call helper system 4 follows a method 100 as illustrated in the flow diagram of figure 2. The method 100 begins with a first receive call step 101 when the conference call helper system 4 receives a call from the user mobile device 2a.

[0029] Then, in a user identification and verification step 102, the conference call helper system 4 authenticates or verifies the identity of the user 2a. In the illustrated example the conference call helper system identifies the user 2a using the identity of the user mobile device 2a used to place the call to the conference call helper system 4, based on the caller number, that is, the MSISDN, of the user mobile device 2a received through the network 1. This identification is carried out by the conference call helper system looking up the MSISDN of the user mobile device 2a in a database of user profiles of authorized users of the conference call helper system 4 stored in a memory device 21 of the conference call helper system 4. Each user profile includes the MSISDN of the mobile device or devices of the respective user.

[0030] The conference call helper system 4 can authenticate or verify the identity of the user 2a in any convenient manner. For example, by using data received through the network 1 from the user device 42a such as the presented caller ID (CLI), handset serial number (IMEI) and/or Sim network identifier (IMSI). For example, other known mobile network authentication methods may additionally or alternatively be used, such as HLR, HSS, AuC or eauivalents, and/or SIP identification. Alternatively, or additionally, a pre-arranged unique identifier, such as a PIN number, may be requested from the user, and/or voice recognition and/or speech pattern analysis may be used to verify the user identity, and /or a current location of the user device 2a may be compared to a previously recorded user location to confirm whether the current location is plausible. In some examples the verification of the users identity may be carried out by the conference call helper system cooperating with a security App or program operating on the user device 2a, such as finger print verification. In principle any means of identity verification known or developed in the future may be used.

[0031] Once the identity of the user has been verified the conference call helper system 4 sends a prompt to the user in a prompt step 103. Conveniently the prompt can be an audio prompt sent to the user mobile device 2a through the first call connection 10. The prompt asks the user to confirm that they want to join a conference call, and to provide the necessary contact and log in information.

[0032] When the user replies to the prompt the conference call helper system 4 obtains the necessary contact and log in information from the user reply in an obtain information step 104. Conveniently the user reply can be a verbal reply sent to the user mobile device 2a through the first call connection 10, and the conference call helper can obtain the necessary contact and log in information from the verbal reply using speech analysis and/or recognition. The necessary contact information and log in information may vary for different conference call systems. Typically, the contact information will be the number used to dial in to the respective conference call system hosting the conference call, and the log in information may comprise a conference session or room number and a PIN.

[0033] When the conference call helper system 4 has obtained the contact information and log in information from the user reply, the conference call helper system 4 places a call to the conference call system 3 through the network 1 in a dial in to conference call step 105. To place the call, the conference call helper system 4 sends a request to place the call to the network 1, and the network 1 then contacts the conference call system 3, and establishes a second call connection 11 between the conference call helper system 4 and the conference call system 3 through the network 1, as shown in figure 1.

[0034] In examples where the obtained contact information is the number used to dial in to the hosting conference call system the conference call helper system 4 simply uses this number to places a call to the conference call system 3 through the network 1. In other examples the obtained contact information may be an identifier, such as a name, of the hosting conference call system, and the conference call helper system 4 may use this identifier to obtain the dial in number, for example by checking a stored look up table storing conference call system identifiers in combination with corresponding dial in numbers.

[0035] When the conference call helper system 4 has dialed into the conference call system 3 the conference call helper system 4 provides the obtained conference call log in information to the conference call system 3 using the second call connection 11 in a log in step 106. In examples where the log in information comprises a conference room number and a PIN these numbers can be sent to by the conference call helper system 4 to the conference call system 3 through the second call connection 11.

[0036] In the illustrated first embodiment the log in step 106 is shown as a single step for clarity. In practice the form of the log in will be defined by the requirements of the conference call system 3, so in some cases a more complex log in step or steps may be required. For example, it may be necessary for a conference room number and PIN to be provided separately, and/or to be provided in response to a request or prompt message or messages from the conference call system 3. This message or messages may be in audio or other formats.

[0037] The conference call helper system 4 may receive the contact information and log in information as a digital tone multi frequency (DTMF) audio signal from the user device 2a, and capture, record and resend this audio signal to the conference call system 3 as necessary. In some examples, alternative methods of receiving and forwarding the contact information and log in information may be used.

[0038] When the log in information has been provided to the conference call system 3 by the conference call helper system 4, the user is logged into the desired conference call session hosted by the conference call system 3. The user is then able to participate fully in the conference call using the user mobile device 2a, which is connected to the conference call system through the conference call helper system 4 and the first and second call connections 10 and 11.

[0039] When the user logs into the desired conference call session the conference call system 3 will typically generate a message 200 to participants in the conference call stating that the user has joined the call. Typically this message will name the user and confirm that they have joined the call, for example for a user named Joe, the message could be “Joe has joined the conference”. However, the precise message used will depend on the specific configuration of the conference call system 3.

[0040] When the user has been logged into the desired conference call session the conference call helper system 4 monitors the status of the first call connection 10, that is, the connection between the conference call helper system 4 and the user mobile device 2a, in a monitoring step 107.

[0041] During the conference call, in the monitoring step 107, the conference call helper system 4 monitors the status of the first call connection 10 to identify any call termination of the first call connection 10. If no such call termination is detected the conference call helper system 4 continues the monitoring step 107.

[0042] If call termination of the first call connection is detected, the conference call helper system 4 determines whether the call termination is a normal termination or an abnormal call termination in a termination type determination step 108. A normal termination is a call termination occurring when the call is deliberately ended by the user mobile device 2a in response to user instructions. An abnormal termination is a call termination occurring for other reasons, such as because of a loss of connectivity between the user mobile device 2a and the network 1. The conference call helper system 4 can make this determination based on data provided by the network 1 regarding the call termination.

[0043] If the call termination is determined to be an abnormal call termination in the termination type determination step 108, the conference call helper system 4 maintains the second call connection 11 between the conference call helper system 4 and the conference call system 3. As a result, the conference call system 3 is not made aware that the user has been disconnected from the conference call session.

[0044] When a user leaves a conference call session for any reason the conference call system 3 will typically generate a message to participants in the conference call stating that the user has left the call. Typically this message will name the user and confirm that they have left the call, for example for a user named Joe, the message could be “Joe has left the conference”. However, the precise message used will depend on the specific conference call system 3. As is explained above, when the conference call helper system 4 according to the illustrated first embodiment is used the conference call system 3 will not be aware that the user has left the call. Accordingly, any announcement that would normally be made within the conference call by the conference call system 3 when a user leaves a conference call will not be made.

[0045] If the call termination is determined to be an abnormal call termination in the termination type determination step 108, the conference call helper system 4 starts a disconnection time timer 22 in a start timer step 109. The conference call helper system 4 then mutes the audio input from the user to the conference call system 3 along the second call connection 11 in a mute step 110. The timer 22 counts time towards a predetermined maximum disconnection time threshold. The value of this time threshold may be set to any desired value on a case by case basis.

[0046] The conference call helper system 4 then waits for the user to attempt to rejoin the conference call session by using the user mobile device 2a to place a call to the conference call helper system 4 in order to reconnect to the conference call helper system 4. In a reconnect call received step 111 the conference call helper system 4 checks whether a call has been received from the user mobile device 2a. If a call has not been received, the conference call helper system 4 checks whether the timer 22 has reached the maximum disconnection time threshold in a check timer step 112. If the timer has not reached the maximum disconnection time threshold the conference call helper system 4 returns to the reconnect call received step 111.

[0047] If the conference call helper system 4 receives a call from the user mobile device 2a re-establishing the first call connection 10 in the reconnect call received step 111 before the timer 22 reaches the maximum disconnection time threshold, the conference call helper system 4 proceeds to a user verification step 113 and verifies the identity of the user.

[0048] In the user verification step 113 the conference call helper system 4 verifies the identity of the user. The conference call helper system 4 may verify the user identity in the same manner as was used in the user identification and verification step 102. In some examples it may be acceptable to use less rigorous verification methods in the user verification step in view of the unlikeliness that an attempt by a third party to call the conference call helper system 4 and impersonate the user will take place during the period of time when the user intends to be conducting a conference call but is temporarily disconnected from the network 1.

[0049] Optionally, once the identity of the user has been verified the conference call helper system 4 sends a prompt to the user in a prompt step 114. Conveniently the prompt can be an audio prompt sent to the user mobile device 2a through the re-established first call connection 10. The prompt asks the user to confirm that they want to re-join the ongoing conference call session. Further, in the prompt step 114 the conference call helper system 4 may stop the timer 22.

[0050] When the user replies to the optional prompt the conference call helper system 4 obtains confirmation that the user wishes to rejoin the conference call session from the user reply in a confirmation step 115. Conveniently the user reply can be a verbal reply sent to the user mobile device 2a through the first call connection 10, and the conference call helper can obtain the necessary confirmation from the verbal reply using speech analysis and/or recognition.

[0051] As discussed above regarding the mute step 110, the second communication channel 11 has been muted. Accordingly, any prompts and user responses, and any signaling tones or noise, on the first call connection 10 will not be audible to the other participants in the conference call session.

[0052] When the conference call helper system 4 has obtained the confirmation that the user wishes to rejoin the conference call session, the conference call helper system 4 reconnects the user to the conference call session and unmutes the audio input from the user in a reconnection and unmuting step 116. Since the second call connection 11 between the conference call helper system 4 and the conference call system 3 has been maintained the conference call system 3 is not made aware that the user has been absent from and reconnected to the conference call session.

[0053] Typically, when a conference call system 3 is used without the present invention, when a user logs into a desired conference call session the conference call system 3 will generate a message, such as message 200, to participants in the conference call stating that the user has joined the call. Typically this message will name the user and confirm that they have joined the call, for example for a user named Joe, the message could be “Joe has joined the conference”. The precise message used will depend on the specific configuration of the conference call system 3. As is explained above, when the conference call helper system 4 according to the illustrated first embodiment is used the conference call system 3 will not be aware that the user has left and rejoined the call. Accordingly, any announcement that would normally be made within the conference call by the conference call system 3 when a user joins a conference call will not be made.

[0054] The conference call helper system then returns to the monitoring step 107.

[0055] It will be understood that the method described above may be repeated as many times as necessary during a conference call session in response to repeated loss of network connectivity by the mobile device 2a without the conference call system 3 being aware of the connectivity loss, and without other participants in the conference call session being subjected to messages that the user has left the conference call and joined the conference call, and possibly repeated such messages.

[0056] If the user decides to leave the conference call session the user will instruct the user mobile device 2 to end the call, generally referred to as hanging up. This will be identified by the conference call helper 4 as a call termination in the monitoring step 107.

[0057] The conference call helper system 4 will then determine that the call termination is a normal termination in the termination type determination step 108, based on data provided by the network 1 regarding the call termination.

[0058] When the call termination is determined to be a normal call termination in the termination type determination step 108, the conference call helper system 4 terminates the second call connection 11 between the conference call helper system 4 and the conference call system 3 in a disconnection step 117. As a result, the conference call system 3 is made aware that the user has been disconnected from the conference call session in the same manner as if the user had called the conference call system 3 directly using the user mobile device 2a. The method 100 then ends in an end step 118.

[0059] When the user leaves the conference call session the conference call system 3 will typically generate a message 201 to participants in the conference call stating that the user has left the call. Typically this message will name the user and confirm that they have left the call, for example for a user named Joe, the message could be “Joe has left the conference”. However, the precise message used will depend on the specific conference call system 3.

[0060] Accordingly, when the user deliberately leaves the conference call session any announcement that would normally be made within the conference call by the conference call system 3 when a user leaves a conference call is made [0061] If the timer 22 reaches the maximum disconnection time threshold in the check timer step 112 before a call is received from the user mobile device 2a in the reconnect call received step 111, the conference call helper system 4 proceeds to the disconnection step 117. After the predetermined period of time disconnected the user is presumed to no longer wish to reconnect to the conference call, or to be unable to reconnect for some ongoing reason, such as the user mobile device 2a running out of battery power. Optionally, in this situation the conference call helper system 4 may send a message to the conference call system 3 indicating that the reason for the disconnection is not a normal hang up by the user.

[0062] In the first embodiment is possible that a conference call may end while the user is disconnected from the conference call. In this case, if the user calls the conference call helper system 4 to attempt to rejoin the conference call after it has ended the conference call helper system 4 may be arranged to provide a message to the user explaining that the conference call has ended.

[0063] Accordingly, the present invention may enable a user with intermittent connectivity to rejoin the conference call in a simpler and easier manner. Further, the conference call system will be prevented from generating any automatic messages when the user enters or leaves the conference call as a result of intermittent connectivity, so that a user with intermittent connectivity will not disrupting the conference call for other users [0064] In a second embodiment, instead of waiting for the user to call the conference call helper system in order to reconnect to the conference call session following an abnormal call termination, the conference call helper system 4 is arranged to automatically call back to the user mobile device once connectivity of the user mobile device 2a to the network 1 is restored in order to reconnect the user to the conference call session.

[0065] In the second embodiment the steps 111 and 112 of the method 100 of the first embodiment shown in figure 2 are replaced by the method 200 shown in figure 4. Otherwise, the remaining steps of the method 200 of the second embodiment are the same as the steps of the first embodiment 100.

[0066] In the second embodiment, after identifying an abnormal termination, starting the timer 22, and muting the second call connection 11 in steps 108 to 110, the conference call helper system 4 monitors the connection status of the user mobile device 2a to the network in a status monitoring step 120.

[0067] The conference call helper system 4 can monitor the connection status of the user mobile device 2a by using the mobile trunk signaling information of the network 1 to determine the connection status of the user mobile device 2a in real time. For example, this mobile trunk signaling information may include SS.7 MAP and IMS SIP and DIAMETER. The conference call helper system 4 can carry out this monitoring by setting up an event trigger within the network 1, the event trigger looking for the user mobile device 2a endpoint to come back into network coverage. When the user mobile device 2a endpoint comes back into network coverage the event trigger will send an update containing network location and status details to the conference call helper system. In some examples the conference call helper system 4 can set up the event trigger using a persistent conference connector.

[0068] If the conference call helper system 4 does not receive information that the user mobile device 2a has reconnected to the network 1, the conference call helper system 4 checks whether the timer 22 has reached the maximum disconnection time threshold in a check timer step 121. If the timer has not reached the maximum disconnection time threshold the conference call helper system 4 returns to the status monitoring step 120.

[0069] If the conference call helper system 4 receives information that the user mobile device 2a has reconnected to the network 1, for example by receiving an event update form an event trigger, the conference call helper system 4 places a call to the user mobile device 2a using the network 1 in a call back step 122.

[0070] When the conference call helper system 4 confirms that the user has accepted the call from the conference call helper system 4 in a confirm call acceptance step 123, the conference call helper system 4 proceeds to the user verification step 113 of the method 100 according to the first embodiment as illustrated in figure 2.

[0071] There are security issues which arise when callbacks are made from automated systems, so that security measures may need to be taken when making the call in the call back step 122. These security issues and possible security measures to address them are well known in the field of telecommunications, and need not be discussed in detail herein. Any suitable security measure known or developed in the future may be used.

[0072] If the timer 22 reaches the maximum disconnection time threshold in the check timer step 121 before the the conference call helper system 4 receives information that the user mobile device 2a has reconnected to the network 1 in the status monitoring step 120, the conference call helper system 4 proceeds to the disconnection step 117. After the predetermined period of time without connectivity to the network it is assumed that the user is unable to reconnect for some ongoing reason, such as the user mobile device 2a running out of battery power.

[0073] In the second embodiment is possible that a conference call may end while the user is disconnected from the network. In this case, if the conference call helper system 4 receives information that the user mobile device 2a has reconnected to the network 1 after the conference call has ended, the conference call helper system 4 may be arranged to send a message to the user explaining that the conference call has ended.

[0074] In the embodiments described above, the user calls the conference call helper system 4 in order to join a conference call. In some examples, all users may be provided with a common contact number for the conference call helper system 4. In other examples, each user may be provided with a separate dedicated contact number for the conference call helper system. In such examples, the conference call helper system 4 may identify the user based on the number used by the user to contact the conference call helper system 4. The caller number of the user mobile device 2a may then be used to assist in verifying the user identity. In other examples groups of users may be given contact numbers for the conference call helper system 4 such that members of each group have a common contact number, but members of different groups have different contact numbers.

[0075] In some examples, each stored user profile stored by the conference call helper system 4 can include calendar information indicating when conference calls are scheduled for the respective user and, if available, the contact information of the conference call system hosting each scheduled conference call and the log in information required for the user to access each scheduled conference call. The contact information and log in information may vary for different conference call systems. Typically, the contact information will be the number used to dial in to the respective conference call system, and the log in information may be a conference room number and a PIN. Such calendar information may, for example, be provided to the conference call helper system 4 from the user mobile device 2a, for example by synchronizing a calendar function of the mobile user device 2a with the conference call helper system 4.

[0076] In such examples, once the identity of the user has been verified, in the obtain information step 104 the conference call helper system 4 can check the stored user profile of the identified user to confirm whether the user has a conference call scheduled for the current time, and if so, whether the contact and log in information for this scheduled current conference call is stored in the stored user profile. If the contact and log in information for a scheduled current conference call is stored in the stored user profile the conference call helper system 4 can obtain this contact and log in information from the stored user profile instead of obtaining the information from the user.

[0077] In some such examples, instead of the conference call helper system 4 waiting to receive a call from the user mobile device 2a in the first receive call step 101, the conference call helper system 4 may check the stored calendar information indicating when conference calls are scheduled for the respective user, and then call the user mobile device 2a when the scheduled conference call is scheduled to begin.

[0078] In examples where each stored user profile can include calendar information indicating when conference calls are scheduled for the respective user and the contact information and log in information for each scheduled conference call it is preferred for the user to still be able to call in to the conference call helper system 4 to join conference calls which have not been scheduled in advance, and for the user to provide the contact and log in information for such unscheduled conference calls, or for scheduled conference calls where the contact and/or log in information is not stored.

[0079] The embodiments described above include examples in which a user calls the conference call helper system 4 to begin a conference call session and examples where the conference call helper system 4 calls the user when a scheduled conference call session is scheduled to begin. In some examples more sophisticated procedures may be followed. In some examples the conference call helper system 4 could be arranged to join a scheduled conference call session automatically based on the stored calendar information, and to call the user mobile device 2a after the log into the conference call session has been completed, or only after at least one other participant has joined the conference call. In some examples the conference call helper system 4 could be arranged to receive instructions to log into a conference call session by a user call, and then end the user call and join a scheduled conference call session automatically based on information provided in the user call, and to call the user mobile device 2a after the log into the conference call session has been completed, or only after at least one other participant has joined the conference call. In such examples the second call connection 11 should be muted until the user is actually connected to the conference call.

[0080] The embodiments described include examples where the conference call helper system 4 may interacts with conference call systems 3 which have different log in formats. In some examples the conference call helper system 4 may include records of the login formats used by different conference call systems, and may be provided with means to identify the specific login format used by a conference call system 3 that the conference call helper system 4 is contacting, for example based on the contact number, or based on characteristics of the information received from the conference call system 3. In some examples the conference call helper system 4 comprise means to analyse responses received from the conference call system 3 in order to determine an appropriate reply. In some examples the conference call helper system 4 may comprise an automated interactive voice response (IVR) system in order to allow interaction with some conference call systems 3.

[0081] The embodiments described above include examples of the use of speech analysis by the conference call helper system 4 in order to identify verbal user instructions. This may allow a user to join a conference call and to rejoin a conference call after disconnection using verbal commands only. For example, this may allow a travelling user to reconnect to a conference call after disconnection using only a single verbal instruction, such as “redial”, to the user mobile device 2a followed by a single verbal instruction, such as “rejoin”, to the conference call helper 4. It should be understood that the conference call helper 4 can provide such speech analysis regardless of whether or not speech analysis is supported by the conference call system 3.

[0082] In the embodiments described above the conference call helper system is arranged to mute the second call connection 11 when the user is not actually connected to the conference call session. This is not essential, but it may be advantageous in order to provide automatic background noise blocking, and/or prevent extraneous sounds being introduced into the conference call session and diminishing the experience of other participants. Examples of such extraneous sounds may include audio prompts, responses and instructions passing between the user and the conference call helper system 4, and call connection and status signaling sounds, such as ring tones.

[0083] In the embodiments described above the conference call helper system 4 is arranged to start a timer 22 when connectivity between the user mobile device 2a and the network 1 is lost and/or an abnormal call termination occurs, and to disconnect the user from the conference call system 3 if no reconnection is made with a predetermined time. This is not essential, but it may be advantageous in order to prevent wastage of resources by the conference call helper system keeping a connection to a conference call session open indefinitely for a user who is unable or unwilling to reconnect to the network.

[0084] In the embodiments described above the conference call helper system 4 is arranged to start a timer 22 when connectivity between the user mobile device 2a and the network 1 is lost and/or an abnormal call termination occurs, and to disconnect the user from the conference call system 3 if no reconnection is made with a predetermined time. In some embodiments the conference call helper system 4 may have access to, a database or map identifying areas or locations at which mobile devices are often or always likely to suffer connectivity problems. In particular, the conference call helper system 4 may have access to, a database or map identifying areas or locations at which mobile devices which suffer connectivity problems and disconnect are likely to remain disconnected for extended periods. Such coverage black spots may include areas with poor network coverage, road tunnels, and the like. In examples where the conference call helper system 4 has access to such a map or maps the conference call helper system 4 may into account that a user is located in one of the mapped coverage black spots when deciding what action to take in response to disconnection of a user mobile device. In some examples the map or maps may be comprised in the conference call helper system 4.

[0085] In some examples, the conference call helper system 4 may provide information to the conference call system 3 to advise an administrator of the conference call that the user is muted and/or temporarily absent, while maintaining a connection to the conference call session. The administrator may then respond to this information as appropriate based on the perceived importance of the user to the conference call.

[0086] In some examples, although any messages generated automatically by the conference call system will be suppressed, the conference call helper system 4 may generate audio messages within the conference call itself. The circumstances triggering such messages and their content may be configured as desired in any specific implementation. In some examples messages may be generated when the user loses network connectivity indicating that the user is temporarily disconnected from the conference call, while maintaining a connection to the conference call session so that any messages which would usually be generated by the conference call system 3 in response to user a user leaving are not generated.

[0087] Similarly, in some examples the conference call helper system 4 may provide information to the conference call system 3 to advise an administrator of the conference call that has rejoined the conference call after being temporarily absent. The administrator may then respond to this information as appropriate based on the perceived importance of the user to the conference call. In some examples the conference call helper system 4 may generate audio messages within the conference call itself, indicating that the user has been reconnected to the conference call, although any messages which would usually be generated by the conference call system 3 in response to user a user joining are not generated.

[0088] In examples where user verification is to be carried out after a user mobile device 2a has been disconnected from the network 1 before reconnecting the user to the conference call, the user verification may be solely, or largely, based on verifying that the current location of the user mobile device is consistent with the last recorded location of the user mobile device, when elapsed time and plausible user speeds of travel are taken into account. This is because the loss of network connectivity causing the user disconnection will have been relatively short in duration. Accordingly, the range of plausible user locations will be relatively small, so that it is unlikely that a third party impersonating the user would be located within the range of plausible user locations.

[0089] In the embodiments described above, the prompt issued by the conference call helper system 4 in step 114 when the user has been reconnected to the conference call helper system 4 after a previous disconnection may optionally be omitted, and it may instead be assumed that the user will want to rejoin the conference call in progress to which the conference call helper system 4 is maintaining a connection on behalf of the user.

[0090] In the embodiments described above the conference call helper 4 may record the conference call and provide the user with the option of listening to the recording at the end of the conference call or storing it for possible later review. The conference call helper 4 may record all of the conference call, or only those parts where the user is disconnected from the conference call. It should be understood that the conference call helper 4 can provide such recording options regardless of whether or not recording is supported by the conference call system 3.

[0091] In some examples where the conference call helper 4 may record parts of the conference call where the user is disconnected from the conference call the user may be given the further option of reviewing these recordings when they are reconnected. Such reviewing may take place at an accelerated speed. However, in some examples it may be preferred not to provide this option in order to maintain the user experience as closely as possible to the experience of a live face-to-face meeting.

[0092] In some examples the conference call helper 4 may provide a user with the option of place the conference call on hold. This may be desired by a user so that they can receive or make another urgent call without apparently leaving the conference call. In such examples, when a user places the conference call on hold, the conference call helper 4 may mute the second call connection 11 to prevent any user call status signals, such as those indicating that the user has placed the conference call on hold, being audible to other participants in the conference call.

[0093] In some examples the user mobile device 2a may be a smartphone having an onboard program or App to cooperate with and assist the conference call helper system 4. Such a cooperating App may be used, for example, to assist in identifying and verifying the user, to provide user device connectivity status information to the conference call helper system 4, to enhance security, and/or to forward conference call information from a phone calendar function to the conference call helper system 4.

[0094] In the examples described above the conference call helper system is separate from the conference call system. This is not essential. In some examples the conference call helper system could be integrated with a conference call system to provide enhanced functionality to the conference call system. In such examples a user may contact the conference call system using the normal dial in number of the conference call system, but the user will be connected to the conference call system through the conference call helper system.

[0095] The embodiments of the invention described above include a number of verification steps where a user identity is verified, and prompt steps where a user is asked to confirm that they wish to proceed, for example to rejoin a conference call the user has been disconnected form by an abnormal call termination. The description above assumes that these verifications are successful and the reply to the prompts are positive, so that the method of the invention proceeds. Where a verification is unsuccessful or a reply to a prompt is negative the method will generally not proceed further. The precise further action taken in response to the unsuccessful verification or negative response to a prompt may vary on a case by case basis, and need not be described in detail herein.

[0096] The embodiments of the invention described above are described as using a single telecommunications network 1. In other examples the invention may be carried out in situations involving any number of telecommunications networks. The user mobile device 2a, conference call system 3 and conference call helper system 4 may be connected to the same or different telecommunications networks. Further, where different ones of the user mobile device 2a, conference call system 3 and conference call helper system 4 are connected to different telecommunications networks, these different telecommunications networks may be connected through further telecommunications networks.

[0097] In some examples the conference call helper system 4 may be operated by, or in cooperation with, the network operator of the telecommunications network it is connected to.

In such examples the network operator may identify and intercept calls being made to a conference call system, and redirect such calls to a conference call helper system instead of connecting the calls directly to the conference call system. In such examples the user authentication by the conference call helper system may be able to rely on, or piggyback on, network level authentication of the user carried out by the telecommunications network in order to reduce the authentication burden on the conference call helper system 4, examples of such network level authentication include HLR, HSS and AuC. In such examples other methods of providing information regarding the connectivity status of the user mobile device may be available to the conference call helper system.

[0098] The examples described above relate to audio conference calls. In other examples the present invention may be applied to multimedia calls. In such examples the conference call helper system may provide an image of the user to the conference call system when the user mobile device is not connected to the conference call.

[0099] In the examples described above the user may be identified by the conference call helper system based on the caller number of the user mobile device, and/or the number used by the user to call the conference call helper system. Additionally or alternatively other methods of user identification may be used.

[00100] In some examples the prompt 103 may be omitted. In such examples it may be assumed that the user wishes to join a conference call.

[00101] The examples described above use audio prompts and verbal replies from the user to provide information and instructions to the conference call helper system. This is expected to be convenient in most instances. However, in some examples other non-audio means of delivering prompts and/or inputting information and instructions may be used.

[00102] In some of the examples described above actions are described as being taken regarding a scheduled conference call at a time that the conference call is scheduled to begin. In some examples this action may be taken shortly before the conference call is scheduled to begin, to ensure that the actions can be completed before the call is scheduled to begin, or shortly thereafter.

[00103] In the embodiments described above the conference call helper 4 may comprise a server or network of servers. In some examples the functionality of the conference call helper 4 may be provided by a network of servers distributed across a geographical area, such as a worldwide distributed network of servers, and a user may be connected to an appropriate one of the network of servers based upon a user location.

[00104] In some examples the conference call helper may be arranged to monitor the user call communications connections to identify audio interference and background noise, and to take appropriate action if required, such as selectively muting some users or sending messages to users advising regarding appropriate action. In some examples the conference call helper may monitor round trip latency and warn users of the necessity to wait for responses, if necessary. It should be understood that the conference call helper can provide such functionality regardless of whether or not it is supported by the conference call system.

[00105] In some examples the conference call helper system may comprise a control panel allowing support or administrative personnel to monitor the connection status of different users and to perform additional administrative functions, such as controlling recording, muting or removing selected users, and/or dialing out to invite additional users to join the conference call. The control panel may also provide further information such as the identity of the user currently speaking, background noise level, and recording function status. In some examples the conference call helper may provide a control panel to a user. In some examples the user control panel may have less functionality than the support personnel control panel. It should be understood that the conference call helper can provide such functions regardless of whether or not they are supported by the conference call system.

[00106] The above description discusses embodiments of the invention with reference to a single user for clarity. It will be understood that in practice the conference call helper system may be shared by a plurality of users, and possibly by a very large number of users simultaneously. One example of an implementation where a very large number of simultaneous users may be supported is a translation service.

[00107] The above description discusses embodiments of the invention with reference to a mobile communication device. Although the invention is expected to be most effective when used with a user mobile communication device, it will be understood that the invention can also be used with other types of communication device. In particular, the invention can be used with non-mobile communication devices, for example landline telephones.

[00108] In the described embodiments the network is a GSM/3GPP network. In some examples the invention may be implemented with other types of network. In such examples network appropriate identification and verification/authentication methods and status information may be used in place of those described above as appropriate.

[00109] In the described embodiments the components may be hardware components or logical components such as software modules or elements.

[00110] In the described embodiments of the invention the conference call helper system 4 may be implemented as any form of a computing and/or electronic device.

[00111] Such a device may comprise one or more processors which may be microprocessors, controllers or any other suitable type of processors for processing computer executable instructions to control the operation of the device in order to gather and record routing information. In some examples, for example where a system on a chip architecture is used, the processors may include one or more fixed function blocks (also referred to as accelerators) which implement a part of the method in hardware (rather than software or firmware). Platform software comprising an operating system or any other suitable platform software may be provided at the computing-based device to enable application software to be executed on the device.

[00112] The computer executable instructions may be provided using any computer-readable media that is accessible by computing based device 2, 30. Computer-readable media may include, for example, computer storage media such as a memory and communications media. Computer storage media, such as a memory, includes volatile and non-volatile, removable and non-removable media implemented in any method or technology for storage of information such as computer readable instructions, data structures, program modules or other data. Computer storage media includes, but is not limited to, RAM, ROM, EPROM, EEPROM, flash memory or other memory technology, CD-ROM, digital versatile disks (DVD) or other optical storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information for access by a computing device. In contrast, communication media may embody computer readable instructions, data structures, program modules, or other data in a modulated data signal, such as a carrier wave, or other transport mechanism. As defined herein, computer storage media does not include communication media.

[00113] Although the conference call helper system 4 is shown as a a single device it will be appreciated that this system may be distributed or located remotely and accessed via a network or other communication link (e.g. using a communication interface).

[00114] The term 'computer' is used herein to refer to any device with processing capability such that it can execute instructions. Those skilled in the art will realise that such processing capabilities are incorporated into many different devices and therefore the term 'computer' includes PCs, servers, mobile telephones, personal digital assistants and many other devices.

[00115] Those skilled in the art will realise that storage devices utilised to store program instructions can be distributed across a network. For example, a remote computer may store an example of the process described as software. A local or terminal computer may access the remote computer and download a part or all of the software to run the program. Alternatively, the local computer may download pieces of the software as needed, or execute some software instructions at the local terminal and some at the remote computer (or computer network). Those skilled in the art will also realise that by utilising conventional techniques known to those skilled in the art that all, or a portion of the software instructions may be carried out by a dedicated circuit, such as a DSP, programmable logic array, or the like.

[00116] Any range or device value given herein may be extended or altered without losing the effect sought, as will be apparent to the skilled person.

[00117] It will be understood that the benefits and advantages described above may relate to one embodiment or may relate to several embodiments. The embodiments are not limited to those that solve any or all of the stated problems or those that have any or all of the stated benefits and advantages.

[00118] Any reference to 'an' item refers to one or more of those items. The term 'comprising' is used herein to mean including the method steps or elements identified, but that such steps or elements do not comprise an exclusive list and a method or apparatus may contain additional steps or elements.

[00119] The order of the steps of the methods described herein is exemplary, but the steps may be carried out in any suitable order, or simultaneously where appropriate. Additionally, steps may be added or substituted in, or individual steps may be deleted from any of the methods without departing from the scope of the subject matter described herein. Aspects of any of the examples described above may be combined with aspects of any of the other examples described to form further examples without losing the effect sought.

[00120] It will be understood that the above description of a preferred embodiment is given by way of example only and that various modifications may be made by those skilled in the art. Although various embodiments have been described above with a certain degree of particularity, or with reference to one or more individual embodiments, those skilled in the art could make numerous alterations to the disclosed embodiments without departing from the spirit or scope of this invention.

Claims

1. A conference call helper system comprising: a communication means arranged to support a first communication link with a user device; and a communication means arranged to support a second communications link with a conference call system; wherein the first communication link and the second communication link are connected, and the conference call helper system is arranged to maintain the second communication link to the conference call system when the first communications link is disconnected.

2. The system according to claim 1, wherein the conference call helper system is arranged such that the second communication link appears to the conference call system to link directly to the user device.

3. The system according to claim 1 or claim 2, wherein the conference call helper system is arranged to set up the second communications link in response to a call from the user device establishing the first communication link.

4. The system according to any preceding claim wherein the first communication link is established through a telecommunications network.

5. The system according to claim 4, wherein, if a loss of connectivity between the user device and the telecommunications network causes the disconnection of the first communications link the conference call helper system is arranged to maintain the second communication link for a predetermined time.

6. The system according to claim 5, wherein the conference call helper system is arranged to identify a call from the user device re-establishing the first communication link during the predetermined period, and to respond to this identification by connecting the re-established first communications link and the second communications link.

7. The system according to claim 5 or claim 6, wherein the conference call helper system is arranged to identify the loss of connectivity by identifying an abnormal call termination by the user device.

8. The system according to any one of claims 5 to 7, wherein the conference call helper system is arranged to monitor the connection status of the user device to the telecommunications network following the disconnection of the first communications link.

9. The system according to claim 8, wherein the conference call helper system is arranged to identify that the connection status of the user device is connected to the telecommunications network, and to respond to this identification by calling the user device to re-establish the first communication link.

10. The system according to any preceding claim, wherein the conference call helper system comprises a calendar data store containing information regarding scheduled conference calls for a user.

11. The system according to claim 10, wherein the conference call helper system is arranged to set up the first communications link by calling the user device at a time of a scheduled conference call based on information from the calendar data store.

12. The system according to any preceding claim wherein the system comprises one or more servers.

13. The system according to any preceding claim wherein the user device is a mobile communication device.

14. A method of providing a conference call carried out by a conference call helper system, the method comprising: supporting a first communication link between a conference call helper system and a user device; and supporting a second communication link between a conference call helper system and a conference call system; wherein the first communication link and the second communication link are connected; and maintaining the second communication link between the conference call helper system and the conference call system when the first communications link between the user device and the conference call helper system is disconnected.

15. The method according to claim 14, wherein the second communication link appears to the conference call system to link directly to the user device.

16. The method according to claim 14 or claim 15, wherein the second communications link is set up by the conference call helper system in response to a call from the user device establishing the first communication link.

17. The method according to any one of claims 14 to 16 wherein the first communication link is established through a telecommunications network.

18. The method according to claim 17, wherein, if a loss of connectivity between the user device and the telecommunications network causes the disconnection of the first communications link the second communication link is maintained for a predetermined time.

19. The method according to claim 18, the method further comprising identifying a call from the user device re-establishing the first communication link during the predetermined period, and responding to this identification by connecting the reestablished first communications link and the second communications link.

20. The method according to claim 18 or claim 19, wherein the method further comprises identifying the loss of connectivity by identifying an abnormal call termination by the user device.

21. The method according to any one of claims 18 to 20, the method further comprising monitoring the connection status of the user device to the telecommunications network following the disconnection of the first communications link.

22. The method according to claim 21, wherein method further comprises identifying that the connection status of the user device is connected to the telecommunications network, and responding to this identification by calling the user device to re-establish the first communication link.

23. The method according to any one of claims 14 to 22, wherein the conference call helper system comprises a calendar data store containing information regarding scheduled conference calls for a user, and the method further comprises setting up the first communications link by calling the user device at a time of a scheduled conference call based on information from the calendar data store.

24. The method according to any one of claims 14 to 23 wherein the system comprises one or more servers.

25. The method according to any one of claims 14 to 24 wherein the user device is a mobile communication device.

26. A computer program comprising computer readable instructions which, when executed by a processor of a computer cause the computer to carry out the method of any one of claims 14 to 25.