Abstract: Methods and apparatus are described for automatically connecting a calling customer to the customer identified by the directory number requested by the calling customer from a directory assistance operator. The calling customer need not disconnect and reoriginate a call; instead, the directory assistance system uses the directory number information located in response to the calling customer's request to control the establishment of a connection directly. The request for such a connection is detected by the operator or by a voice processing unit used to monitor a connection for announcing the directory number to the calling customer.

Abstract: A vendor information service is offered utilizing the services of attendants for identifying customer requests and for taking orders, utilizing a voice processing unit for announcing prerecorded information to customers and for recognizing voice commands or keyed requests. Such commands or requests may be to announce another message to a customer, to set up a connection to a telephone operator, or to connect the customer directly to a vendor. A customer is initially connected to a telepone operator who ascertains the basic customer request. In response to that request, the operator sets up an announcement for the customer. A voice processing unit then monitors the customer for voice commands or keyed requests in order to play another announcement or to set up a connection from the customer to another telephone operator or a vendor attendant.

Abstract: A method and apparatus for identifying the class of an operator assistance call in order to reduce the operator work time for serving such a call. A customer dials 0 or dials 0 plus a directory number and is connected to a program controlled operator assistance system or switch. The switch initially connects the calling customer to a voice processing unit and prompts the customer to speak a command or key a command code. The command or command code is recognized and used to direct the flow of the control program to selectively defer a connection to an operator position. For example, for person-to-person calls, the operator position is only connected after the called customer terminal answers. Advantageously, such a method and apparatus substantially reduces operator work time for broad classes of frequently used operator assistance services.

Abstract: A problem has been encountered in directory assistance and intercept systems which provide automatic announcement facilities to announce a directory number or line status to a customer and which permit the customer to be subsequently connected to an operator if the announcement is unsatisfactory. In such systems, if the customer disconnects and immediately attempts to place another call, such a situation may be interpreted by the local switching system serving the customer as a "flash"; if the customer is provided with three-way calling then the connection to the directory assistance or intercept system is put into a hold state while the customer dials a new number. In the meantime, the directory assistance or intercept system, not being aware of the hold status of the connection to the customer, sets up a connection to an assistance operator who hears nothing. This "no voice" connection is costly and annoying to the assistance operator.

Abstract: A method and apparatus for identifying the class of an operator assistance call in order to reduce the operator work time for serving such a call. A customer dials 0 or dials 0 plus a directory number and is connected to a program controlled operator assistance system or switch. The switch initially connects the calling customer to a voice processing unit and prompts the customer to speak a command or key a command code. The command or command code is recognized and used to direct the flow of the control program to selectively defer a connection to an operator position. For example, for person-to-person calls, the operator position is only connected after the called customer terminal answers. Advantageously, such a method and apparatus substantially reduces operator work time for broad classes of frequently used operator assistance services.