Intelligent customer care support using network camel subscription information

Abstract

A mobile communications system stores an address of an external control component and a service indicator indicating a service to be performed by the external control component. The service indicator and address of the external control component may be Network CAMEL Subscription Information (N-CSI) stored by the switching center. In response to detecting a customer care call from a mobile communications device, the switching center suspends call processing and queries the external control component utilizing the stored address. The external control component performs the service indicated by the service indicator and determines how to continue processing the customer care call in accordance therewith. The service performed by the external control component determines a translation for the customer care call and the external control component returns information to the switching center for routing the call according to the translation. In an embodiment the translation is determined at least in part according to an International Mobile Subscriber Identifier (IMSI) associated with the mobile communications device. The translation may also be determined, at least in part, according to one or more of time of day, day of week, and location of the switching center.