With Operator Assistance Patents (Class 379/223)
  • Patent number: 10264129
    Abstract: A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.
    Type: Grant
    Filed: March 16, 2018
    Date of Patent: April 16, 2019
    Inventors: Brian Bischoff, Gregg Kerlin, Henry Lum, Donald Huovinen, Tamal Islam, Terry Stocking, David H. Anderson, Galina Kovalenko, Bernard Bretherton, Vyacheslav Sayko
  • Patent number: 9582489
    Abstract: This illustrative embodiments provide a mechanism for correcting a phonetically sourced spelling mistake. The mechanism receives a language text string comprising at least one spelling mistake word and transcribes the at least one spelling mistake word into a phonetic form of the spelling mistake word using a phonetic dictionary. The mechanism locates a correctly spelled phonetic form from a phonetic form dictionary having shortest edit distance between characters of the correctly spelled phonetic form word and the phonetic transcription whereby the phonetic form dictionary comprises correctly spelled words and associated phonetic forms of the correctly spelled words. The mechanism substitutes the correctly spelled word for the spelling mistake word in the text string.
    Type: Grant
    Filed: December 14, 2015
    Date of Patent: February 28, 2017
    Assignee: International Business Machines Corporation
    Inventors: Seamus R. McAteer, Daniel J. McCloskey, Mikhail Sogrin
  • Patent number: 9507559
    Abstract: An audio outputting apparatus, controlling method thereof, and audio outputting system are provided. The controlling method of an audio outputting apparatus that outputs multi channel audio with at least one other audio outputting apparatus includes: receiving profile information representing audio characteristics from the at least one other audio outputting apparatus; determining whether or not the received profile information is the same as pre-stored profile information of the audio outputting apparatus; and in response to the received profile information being different from the pre-stored profile information, re-configuring the pre-stored profile information based on the received profile information according to pre-set conditions.
    Type: Grant
    Filed: September 30, 2014
    Date of Patent: November 29, 2016
    Assignee: SAMSUNG ELECTRONICS CO., LTD.
    Inventors: Sung-yong Kim, Han-ki Kim
  • Patent number: 8666054
    Abstract: Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help.
    Type: Grant
    Filed: June 27, 2012
    Date of Patent: March 4, 2014
    Assignee: Grape Technology Group, Inc.
    Inventor: Gary E. Henry
  • Patent number: 8548152
    Abstract: A system and method for processing toll free telephone calls by a telecommunications service provider may include receiving, by the telecommunications service provider, a telephone call request for a telephone call being placed to a toll free telephone number from a telephone within a service area of the telecommunications service provider. The telecommunications service provider may determine that the toll free telephone number is one operated by the telecommunications service provider. The telephone call may be routed via a network of the telecommunications service provider to a telephone associated with the toll free telephone number to connect the telephone call.
    Type: Grant
    Filed: December 12, 2012
    Date of Patent: October 1, 2013
    Assignee: CenturyLink Intellectual Property LLC
    Inventors: Jeffrey Leister, John Zeigler, Jennifer Stilgenbauer
  • Patent number: 8462637
    Abstract: In one configuration, the present invention is directed to an enterprise network that includes geographically dislocated first and second network regions communicating with one another through first and second networks and respectively comprising first and second gateways and first and second groupings of trunks. A media server is positioned in the first network region that includes a routing agent. When a WAN outage occurs, the routing agent, using a dial plan, maps the dialed digits to an electronic address addressable over the PSTN and routes the call over the PSTN to the destination second communication device in the second network region.
    Type: Grant
    Filed: September 19, 2005
    Date of Patent: June 11, 2013
    Assignee: Sheridan Ross P.C.
    Inventors: Christopher David Baldwin, Neil Ellis Gallensky, Donald E. Gillespie, Michael Gruen, Alan Stuart Mulberg, Luigi Gentile Polese
  • Patent number: 8358767
    Abstract: A communication assistance system includes a first database having a plurality of listings, each listings has at least one contact name and a corresponding contact number. A means is provided for receiving communications from a user among a plurality of users desiring to access the listings. An operator terminal displays a search screen among a plurality of search screens, each of which maintain at least a partially different arrangement of content and search windows for receiving search terms to search for listings contained in the first database, where the displayed search screen is determined based on criteria contained in a search request from the user. The operator terminal is further configured to receive the communication from the user and retrieve a listing from the first database using the displayed search screen.
    Type: Grant
    Filed: September 19, 2011
    Date of Patent: January 22, 2013
    Assignee: Grape Technology Group, Inc.
    Inventors: Robert Pines, Christine Baumeister, Franklin L. Weiland, II
  • Patent number: 8355494
    Abstract: A system and method for processing toll free telephone calls by a telecommunications service provider may include receiving, by the telecommunications service provider, a telephone call request for a telephone call being placed to a toll free telephone number from a telephone within a service area of the telecommunications service provider. The telecommunications service provider may determine that the toll free telephone number is one operated by the telecommunications service provider. The telephone call may be routed via a network of the telecommunications service provider to a telephone associated with the toll free telephone number to connect the telephone call.
    Type: Grant
    Filed: January 30, 2009
    Date of Patent: January 15, 2013
    Assignee: CenturyLink Intellectual Property LLC
    Inventors: Jeffrey Leister, John Zeigler, Jennifer Stilgenbauer
  • Patent number: 8295466
    Abstract: A user may want to search for relevant information and/or conduct a transaction through an information assistance service. During an information assistance call, the user may return to an information assistance provider multiple times to accomplish the task at hand. To continually serve the user effectively, certain search results by previous information assistance providers are retained for the benefit of a future information assistance provider interacting with the user during the same call.
    Type: Grant
    Filed: December 28, 2010
    Date of Patent: October 23, 2012
    Assignee: Grape Technology Group, Inc.
    Inventor: Gary E. Henry
  • Patent number: 8175249
    Abstract: In an information/call center where calls are received, requesting information concerning entities, goods and services, directions to a given destination, etc., data is collected in processing such calls. In accordance with the invention, the collected data is analyzed to generate dynamic data to supplement and/or improve the traditional databases, typically searched by an operator for responses to the information requests. In providing a public information assistance service, such dynamic data may concern, e.g., the most popular movies, restaurants, requested categories, etc. In providing a personalized information assistance service, such dynamic data may concern, e.g., previous telephone connections made for a subscriber, the most popular telephone connections requested by a subscriber, etc. In addition, based on the past search behavior, “fuzzy” logic is developed for correlating between search terms.
    Type: Grant
    Filed: July 26, 2004
    Date of Patent: May 8, 2012
    Assignee: Grape Technology Group, Inc.
    Inventors: Nicholas J. Elsey, Karen L. Johnson, Timothy A. Timmins
  • Patent number: 8085923
    Abstract: A communication assistance system includes a first database having a plurality of listings, each listings has at least one contact name and a corresponding contact number. A means is provided for receiving communications from a user among a plurality of users desiring to access the listings. An operator terminal displays a search screen among a plurality of search screens, each of which maintain at least a partially different arrangement of content and search windows for receiving search terms to search for listings contained in the first database, where the displayed search screen is determined based on criteria contained in a search request from the user. The operator terminal is further configured to receive the communication from the user and retrieve a listing from the first database using the displayed search screen.
    Type: Grant
    Filed: February 3, 2010
    Date of Patent: December 27, 2011
    Assignee: Grape Technology Group, Inc.
    Inventors: Robert Pines, Christine Baumeister, Franklin L. Weiland, II
  • Patent number: 8036365
    Abstract: A communication assistance system is provided for accessing information corresponding to a plurality of subscribers. This system is comprised of a telephone switch for receiving calls from a plurality of requesters, a call center for routing each of said received calls to an operator terminal, and a first database configured to store said information corresponding to each of said subscribers.
    Type: Grant
    Filed: October 25, 2007
    Date of Patent: October 11, 2011
    Assignee: Grape Technology Group, Inc.
    Inventors: Robert Pines, Evan Marwell, John Blakeney, Christine Baumeister
  • Patent number: 8023633
    Abstract: A communication assistance system for providing access to information corresponding to a plurality of subscribers includes a telephone switch for receiving calls from a plurality of requesters desiring to access the subscriber information. A listing database is configured to store the subscriber information including a field containing wireless phone numbers of a desired portion of the subscribers and a connect field that stores information instructing the system as to whether to mask the subscriber's wireless phone number to the requester, such that during a process that the requester is being connected to a desired subscriber, the connect field is examined to determine whether to disclose the subscriber's wireless phone number to the requester.
    Type: Grant
    Filed: September 14, 2006
    Date of Patent: September 20, 2011
    Assignee: Grape Technology Group, Inc.
    Inventors: Robert Pines, Evan Marwell, John Blakeney, Christine Baumeister
  • Patent number: 7945039
    Abstract: An Advanced Intelligent Network architecture is used by a first telecommunications service provider having an operator services switch to provide enhanced call processing for operator services calls. The calls received at the operator services switch originate from a second telecommunications service provider, and the first telecommunications service provider provides custom services to the subscribers of the second telecommunication service provider. A call received at the operator services switch triggers the switch to query a control point for instructions, which in turn may query an external service parameter database. The control point instructs the switch to temporarily connect the caller to a peripheral resource providing a custom branding announcement to the caller and a menu of options from which the caller may select popular destinations.
    Type: Grant
    Filed: June 23, 2005
    Date of Patent: May 17, 2011
    Assignee: Verizon Services Corp.
    Inventors: Margaret Malagon, Veronica Ann Cartier, Jerome Joseph Lanni, Ravi Narayan, Sundar Rajan Padmanabhan, Srinvas Reddy Karra
  • Patent number: 7929559
    Abstract: In one embodiment, a network element of the wireless communication system receives a request from a scheduling party. The request is for scheduling message delivery to a destination party. Message delivery parameters are obtained in response to the request. The message delivery parameters may include a date of delivery and contact information for the destination party. The message to be delivered is also obtained. The obtained message is then sent to the destination party as set forth by the obtained message delivery parameters.
    Type: Grant
    Filed: July 27, 2007
    Date of Patent: April 19, 2011
    Assignee: Alcatel-Lucent USA Inc.
    Inventor: Qing Feng Hao
  • Patent number: 7929681
    Abstract: A user may want to search for relevant information and/or conduct a transaction through an information assistance service. During an information assistance call, the user may return to an information assistance provider multiple times to accomplish the task at hand. To continually serve the user effectively, certain search results by previous information assistance providers are retained for the benefit of a future information assistance provider interacting with the user during the same call.
    Type: Grant
    Filed: April 27, 2005
    Date of Patent: April 19, 2011
    Inventor: Gary E. Henry
  • Patent number: 7836147
    Abstract: An exemplary method and apparatus for facilitating contact sharing between users of a communication network are described. The method may include maintaining contact information in first and second address books associated with first and second users, respectively, and forwarding, from the first user to the second user, a request to copy contact information from the first address book to the second address book. The method may further include receiving a confirmation from the second user in response to the request, and copying the contact information from the first address book to the second address book in response to the confirmation.
    Type: Grant
    Filed: August 16, 2006
    Date of Patent: November 16, 2010
    Assignees: Verizon Data Services LLC, Verizon Services Corp., Verizon Business Financial Management Corporation
    Inventors: Craig L. Reding, Ashutosh K. Sureka, Sandeep Chakravarty, Paula A. Dromlewiez, Christopher J. Helbling, Shuchi R. Patel, John R. Reformato
  • Patent number: 7831031
    Abstract: A telecommunications system includes a front end automation system, an operator services switch, an automated operator, and an automation data server. The front end automation system interacts with a caller in order to recognize a request of the caller and determine a response to the request. The operator services switch, which is inter-operably coupled to the front end automation system, receives a call from the front end automation system, after the front end automation system has recognized the request and has determined the response to the request, and creates billing information relative to the call. The automation data server, which is inter-operably coupled to the front end automation system, passes information about the request and the response from the front end automation system to the automated operator. The automated operator, which is inter-operably coupled to the operator services switch, provides the response to the request to the caller.
    Type: Grant
    Filed: August 22, 2006
    Date of Patent: November 9, 2010
    Assignee: Volt Delta Resources LLC
    Inventor: Dwight E. Scott
  • Patent number: 7724888
    Abstract: An automated method for determining user satisfaction with a call comprising (1) maintaining a count of the number of times a user was asked for input during the call (the “actual count”), (2) maintaining a count of the number of times a user should have been asked for input based on the dialog path the user traversed (the “ideal count”), and (3) associating no difference between the actual count and the ideal count with maximum user satisfaction and associating increasing differences between the counts with decreasing user satisfaction. In one embodiment, if the difference between the actual count and ideal count reaches a certain threshold, the call system changes the interaction with the user.
    Type: Grant
    Filed: June 27, 2005
    Date of Patent: May 25, 2010
    Assignee: Bevocal LLC
    Inventors: Ryan J. Bush, Bertrand A. Damiba, Anthony Rajakumar
  • Patent number: 7672441
    Abstract: A communication assistance system includes a first database having a plurality of listings, each listings has at least one contact name and a corresponding contact number. A means is provided for receiving communications from a user among a plurality of users desiring to access the listings. An operator terminal displays a search screen among a plurality of search screens, each of which maintain at least a partially different arrangement of content and search windows for receiving search terms to search for listings contained in the first database, where the displayed search screen is determined based on criteria contained in a search request from the user. The operator terminal is further configured to receive the communication from the user and retrieve a listing from the first database using the displayed search screen.
    Type: Grant
    Filed: November 20, 2007
    Date of Patent: March 2, 2010
    Inventors: Robert Pines, Christine Baumeister, Franklin L. Weiland, II
  • Patent number: 7668302
    Abstract: A method and system are disclosed where a call center operator having multiple locations, including a call center is able to utilize existing network infrastructure to route telephone communications to the call center to the location where the lowest toll rate is applicable. The telephone communications are converted into data packets and routed to the call center using VoIP technology. No toll would apply to the transmission of the data to the call center.
    Type: Grant
    Filed: December 28, 2005
    Date of Patent: February 23, 2010
    Assignee: United Services Automobile Association (USAA)
    Inventors: Jerry Scott Beene, Joel Fred King
  • Patent number: 7492879
    Abstract: A method and system are disclosed where a call center operator having multiple locations, including a call center is able to utilize existing network infrastructure to route telephone communications to the call center to the location where the lowest toll rate is applicable. The telephone communications are converted into data packets and routed to the call center using VoIP technology. No toll would apply to the transmission of the data to the call center.
    Type: Grant
    Filed: December 28, 2005
    Date of Patent: February 17, 2009
    Assignee: United Services Automobile Association (USAA)
    Inventors: Jerry Scott Beene, Joel Fred King
  • Patent number: 7483381
    Abstract: An embodiment of the invention includes a method of operating a remote testing access system. The method comprises receiving a test request from a test device over an incoming time division multiplexed (TDM) connection and in a TDM format wherein the test request indicates a one of a plurality of types of tests to perform on a soft switch, processing the test request to select a one of a plurality of service applications of the soft switch corresponding to the one type of test, and transmitting communications for the one type of test to the one service application in a packet format.
    Type: Grant
    Filed: April 6, 2005
    Date of Patent: January 27, 2009
    Assignee: Sprint Communications Company L.P.
    Inventors: Kevin Harry Hansen, Walt Weber
  • Patent number: 7433457
    Abstract: The present invention is a personalized assistance system for a user of a telephone, comprised of a first database, the first database having a contact list for the user. The contact list includes at least one contact name and a corresponding contact number and including the user's electronic commerce information. A telephone identification code is uniquely associated with the telephone and electronically transmitted to the personalized assistance system, when the user calls the system. A customer service representative terminal, coupled to the database and the telephone hardware are provided where the telephone identification code prompts automatic retrieval of the contact list to the customer service representative terminal in response to processing the telephone identification code. The customer service representative terminal obtains the electronic commerce information in response to a user request to perform an electronic commerce transaction.
    Type: Grant
    Filed: March 30, 2006
    Date of Patent: October 7, 2008
    Assignee: Grape Technology Group, Inc.
    Inventors: Evan Marwell, Robert Pines
  • Patent number: 7346157
    Abstract: A communication assistance system is provided having a first database with a plurality of listings, each listing having at least one contact name and a corresponding contact number. A switching device receives calls from a plurality of users desiring to access the listings and an operator terminal receives the communication from the switching device and retrieves a listing from the first database. A first route is provided for handling telephone communications between the operator terminal and the user and a second route is provided with an out-of band processor for receiving information corresponding to call completion information and to provide call completion data to the switching device for completing the call between the user and the requested listing.
    Type: Grant
    Filed: October 16, 2003
    Date of Patent: March 18, 2008
    Assignee: Grape Technology Group, Inc.
    Inventors: Robert Pines, Christine Baumeister, Franklin L. Weiland, II
  • Patent number: 7321298
    Abstract: A method and system of configuring the scripting of a call center includes an interactive voice response (IVR) server and automatic call distributor (ACD) server and associated graphical user interface contained on a computer screen of an ACD manager that is loaded on a call center computer. A script editor window is displayed as a result of user input as part of a graphical user interface for the call center. The script editor window includes a script display area. Script icons are representative of ACD and IVR scripting actions and are dragged from an action toolbar into the script display area. The script icons are linked based on user input in the order which represents the IVR and ACD scripting within the call center.
    Type: Grant
    Filed: October 10, 2005
    Date of Patent: January 22, 2008
    Assignee: Harris Corporation
    Inventors: J. Andrew Judkins, Michael Shelton, David Peterson
  • Patent number: 7180994
    Abstract: A telecommunications system includes a front end automation system, an operator services switch, an automated operator, and an automation data server. The front end automation system interacts with a caller in order to recognize a request of the caller and determine a response to the request. The operator services switch, which is inter-operably coupled to the front end automation system, receives a call from the front end automation system, after the front end automation system has recognized the request and has determined the response to the request, and creates billing information relative to the call. The automation data server, which is inter-operably coupled to the front end automation system, passes information about the request and the response from the front end automation system to the automated operator. The automated operator, which is inter-operably coupled to the operator services switch, provides the response to the request to the caller.
    Type: Grant
    Filed: June 13, 2002
    Date of Patent: February 20, 2007
    Assignee: Volt Information Sciences, Inc.
    Inventor: Dwight E. Scott
  • Patent number: 7167553
    Abstract: A one number, multi-application, intelligent call processing system provides service benefits to a caller, a servicing location and/or a vanity number advertiser during a call, parallel to the call and/or post call in an integrated common architecture. The system utilizes VRU technology in conjunction with the national telecommunications network connected via Computer Telephone Integration (CTI) to a virtual telephone number database containing a nationwide master list of telephone numbers with attribute data items associated by Spatial Key linkage to each telephone number. The process of the invention is initiated by a caller dialing a selected telephone number to request information and/or services. Based on the number dialed, a caller or network provided ten-digit telephone number and VRU prompted for and received caller input, the system retrieves the application requested data from the virtual telephone number database and provides it to the network.
    Type: Grant
    Filed: December 9, 2003
    Date of Patent: January 23, 2007
    Inventors: James D. Shaffer, George G. Moore
  • Patent number: 7136474
    Abstract: A system and method for automatically and seamlessly routing telephone calls across a telephone network. The system includes a telephone network interface box having a computer, a master file and client file stored in the computer. The master file is dynamically linked to the client file at routing time to produce a selected client location telephone number which is transmitted across the telephone network. In one embodiment, the system utilizes Automatic Number Identification to identify the calling party. The master file has a plurality of records having a telephone number and a spatial key and is updated frequently. The client file has a plurality of records having a spatial key and a client telephone number. Another embodiment utilizes a spatial coordinate of an instantaneous location of a caller's mobile device as an input to a real-time process which identifies one or more client service locations corresponding to the location of the caller's device.
    Type: Grant
    Filed: June 3, 2003
    Date of Patent: November 14, 2006
    Assignee: Murex Securities, Ltd.
    Inventors: James D. Shaffer, George G. Moore
  • Patent number: 6944279
    Abstract: Individuals and groups of individuals, such as corporations, are provided access to one or more private directories. The private directories can be edited by an administrator. Access to the private directories may be limited by administrators of the private directories. Access to private directories is provided via a connection to directory assistance providers. Directory service providers are capable of facilitating the administration of the private directories as well as connecting users of private directories to contacts in the private directories. Access to the private directory may be obtained via an internet connection.
    Type: Grant
    Filed: October 2, 2002
    Date of Patent: September 13, 2005
    Assignee: Metro One Telecommunications, Inc.
    Inventors: Nicholas J. Elsey, Michael A. Kepler, Michael Essex, John S. Stafford
  • Patent number: 6891941
    Abstract: A new method for initiating a telecommunication service is specified, which is independent of a call being set up after initiation by a service user. The application protocol (also called the IN Service Logic) is initiated by a so-called external trigger, or else a virtual trigger.
    Type: Grant
    Filed: November 20, 2000
    Date of Patent: May 10, 2005
    Assignee: Siemens Aktiengesellschaft
    Inventors: Tania Barthel, Can Davutoglu, Peter Moritz, Thomas Pförtner
  • Patent number: 6870921
    Abstract: Individuals and groups of individuals, such as corporations, are provided access to one or more private directories. The private directories can be edited by an administrator. Access to the private directories may be limited by administrators of the private directories. Access to private directories is provided via a connection to directory assistance providers. Directory service providers are capable of facilitating the administration of the private directories as well as connecting users of private directories to contacts in the private directories. Access to the private directory may be obtained via an internet connection.
    Type: Grant
    Filed: November 12, 1999
    Date of Patent: March 22, 2005
    Assignee: Metro One Telecommunications, Inc.
    Inventors: Nicholas J. Elsey, Michael A. Kepler, Michael Essex, John S. Stafford
  • Publication number: 20040151300
    Abstract: The present invention is a personalized assistance system for a user of a telephone, comprised of a first database, the first database having a contact list for the user. The contact list includes at least one contact name and a corresponding contact number and including the user's electronic commerce information. A telephone identification code is uniquely associated with the telephone and electronically transmitted to the personalized assistance system, when the user calls the system.
    Type: Application
    Filed: November 21, 2003
    Publication date: August 5, 2004
    Inventors: Evan Marwell, Robert Pines
  • Patent number: 6668055
    Abstract: A system and method for a personalized directory assistance system are provided. The system allows a user to speak with a customer service representative (CSR) by dialing an easy to remember telephone number on their phone. Specialized telephony equipment routes the call. to the customer service representative and the user's personal contact list made available to the (CSR). The CSR searches the user's personal contact list in accordance with the user's request. The CSR's terminal generates a call completion string and sends it to the telephony equipment using an out-of-band signaling network for release link transfer switching. The user's personal contact list can be populated by the user via a web browser, by interacting with the CSR, by synchronizing a personal information manager or personal digital assistant database or by sending a facsimile or the service provider.
    Type: Grant
    Filed: May 29, 2002
    Date of Patent: December 23, 2003
    Assignee: Grape Technology Group, Inc.
    Inventors: Evan Marwell, Robert Pines
  • Publication number: 20030231751
    Abstract: A telecommunications system includes a front end automation system, an operator services switch, an automated operator, and an automation data server. The front end automation system interacts with a caller in order to recognize a request of the caller and determine a response to the request. The operator services switch, which is inter-operably coupled to the front end automation system, receives a call from the front end automation system, after the front end automation system has recognized the request and has determined the response to the request, and creates billing information relative to the call. The automation data server, which is inter-operably coupled to the front end automation system, passes information about the request and the response from the front end automation system to the automated operator. The automated operator, which is inter-operably coupled to the operator services switch, provides the response to the request to the caller.
    Type: Application
    Filed: June 13, 2002
    Publication date: December 18, 2003
    Inventor: Dwight E. Scott
  • Patent number: 6654828
    Abstract: A telephone operator signal analysis and manipulation subsystem (50) is configured to be interfaced with various signal transport paths of input/output devices of the operator's (personal computer-based) workstation (12). The subsystem is operative to intercept, analyze and selectively modify signals distributed among components of the workstation, including those that may prompt an interactive response from the operator, so as to alleviate the workload of the operator, and improve the efficiency and response time of the operator position. Because the subsystem analyzes and operates only on information that is presented to and sourced from the operator, it is able to automate various functions of the operator position, including initiating the generation of personalized audio messages, without knowledge of the communication protocol of the telecommunication switch to which the operator's workstation is coupled.
    Type: Grant
    Filed: September 16, 2002
    Date of Patent: November 25, 2003
    Assignee: Golden Voice Technology and Training LLC
    Inventors: Dale E. Cannon, Andrew F. Connor, Bruce A. Corbin, Kerry L. Starr, Mark M. Adamo
  • Publication number: 20030206621
    Abstract: A disclosed method provides automated scripting to guide a customer service representative (CSR) in handling a call from a customer. Operations within the method may include displaying products and two or more purpose classifications for selection by the CSR. The purpose classifications may include (a) an add classification for customer requests to add a new product to an account and (b) a remove classification for customer requests to remove an existing product from the account. A page generator may receive input from the CSR selecting one of the purpose classifications and one of the products as pertinent to the call. In response, the page generator may automatically displaying a customized page with scripted text for the CSR to read to the customer. The scripted text may correspond specifically both to the selected purpose classification and to the selected product.
    Type: Application
    Filed: May 1, 2002
    Publication date: November 6, 2003
    Inventors: Stanford E. Pennington, Melissa L. Oldenburg, Benjamin J. Schubert, Kurt M. Joseph, Mary K. Griffitt, Krisinda A. Guerrero
  • Patent number: 6594352
    Abstract: A telephone network capable of handling directory assistance calls includes a switch, connection circuitry coupled between the switch and a directory assistance center, and call origination circuitry. In response to receipt of a incoming directory assistance call from the switch, the connection circuitry connects the incoming directory assistance call to the directory assistance center. Following receipt of a requested telephone number from the directory assistance center, the call origination circuitry originates an extension call to the requested telephone number on the public telephone network and transmits, in conjunction with the extension call, at least a billing identifier captured from the incoming directory assistance call. In this manner, the switch is able to automatically associate the extension call with the billing identifier captured from the incoming directory assistance call.
    Type: Grant
    Filed: May 14, 1999
    Date of Patent: July 15, 2003
    Assignee: Operator Service
    Inventor: Michael R. Smith
  • Patent number: 6587556
    Abstract: A method and system of configuring the scripting of a call center includes an interactive voice response (IVR) server and automatic call distributor (ACD) server and associated graphical user interface contained on a computer screen of an ACD manager that is loaded on a call center computer. A script editor window is displayed as a result of user input as part of a graphical user interface for the call center. The script editor window includes a script display area. Script icons are representative of ACD and IVR scripting actions and are dragged from an action toolbar into the script display area. The script icons are linked based on user input in the order which represents the IVR and ACD scripting within the call center.
    Type: Grant
    Filed: February 25, 2000
    Date of Patent: July 1, 2003
    Assignee: Teltronics, Inc.
    Inventors: J. Andrew Judkins, Michael Shelton, David Peterson
  • Patent number: 6570974
    Abstract: A twisted pair and/or coaxial cable fed set-top device provides a plurality of services, including computerized directory assistance services and identification of the geographic location and set top device from which a directory assistance query has been made. Directory assistance information may be broadcast from a cable head end, or a directory assistance database may be searched, based on a query entered by a user, or both broadcasting and searching may be performed. The search results can be prioritized based on the geographical proximity between locations of the listings in the search results and the location from which the query was entered. The address of the set top device and/or the tap to which the set top device is coupled are used for determining the location from which the query was entered.
    Type: Grant
    Filed: December 31, 1998
    Date of Patent: May 27, 2003
    Assignee: AT&T Corp.
    Inventors: Irwin Gerszberg, Jeffrey S. Martin, Hopeton S. Walker, Edward L. Wallace
  • Publication number: 20030007625
    Abstract: A communication assistance system (2) is provided for accessing information corresponding to a plurality of subscribers (6). This system is comprised of a telephone switch (12) for receiving calls from a plurality of requesters (4), a call center (16) for routing each of said received calls to an operator terminal (20), and a first database (18) configured to store said information corresponding to each of said subscribers (6).
    Type: Application
    Filed: February 15, 2002
    Publication date: January 9, 2003
    Inventors: Robert Pines, Evan Marwell, John Blakeney, Christine Baumeister
  • Patent number: 6430285
    Abstract: The invention provides an automated caller interaction system that interacts with an operator service system via both a telephone network and a data network. When a call is received, the service provider device interacts with the caller to receive information until the service provider determines that operator assistance is required. When an operator is required, the service provider device generates an operator request and sends the request to an operator service system through the telephone network. The operator service system identifies an available operator and the available operator is connected via a voice connection to the calling party through a bridge provided by the service provider device. The operator interacts with the caller, obtains any needed information, and provides such information to the service provider device via the data network.
    Type: Grant
    Filed: December 15, 1998
    Date of Patent: August 6, 2002
    Assignee: AT&T Corp.
    Inventors: Thomas M. Bauer, Cory Gimourginas, Gary A. Munson
  • Publication number: 20020085702
    Abstract: Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help.
    Type: Application
    Filed: October 25, 2001
    Publication date: July 4, 2002
    Applicant: Metro One Telecommunications, Inc.
    Inventors: Patrick M. Cox, A. Peter Powell, Paul W. Filliger, Michael A. Kepler, Christopher A. Huey
  • Patent number: 6404884
    Abstract: A system and method for a personalized directory assistance system are provided. The system allows a user to speak with a Cutter service representative (CSR) by dialing an easy to remember telephone number on their phone. Specialized telephony equipment routes the call to the customer service representative and the user's personal contact list made available to the (CSR). The CSR searches the user's personal contact list in accordance with the user's request. The CSR's terminal generates a call completion string and sends it to the telephony equipment using an out-of-band signaling network for release link transfer switching. The user's personal contact list can be populated by the user via a web browser, by interacting with the CSR, by synchronizing a personal information manager or personal digital assistant database or by sending a facsimile or electronic mail request to the service provider.
    Type: Grant
    Filed: November 24, 1999
    Date of Patent: June 11, 2002
    Assignee: Grape Technology Group, Inc.
    Inventors: Evan Marwell, Robert Pines
  • Patent number: 6396920
    Abstract: A mobile telephone, or personal communication services subscriber who wishes directory assistance services is connected in the conventional manner to an operator who identifies a destination telephone number desired by the subscriber. As known in the prior art, the operator then initiates a call connecting the subscriber to the destination telephone number. In a preferred embodiment, the operator locates a desired destination telephone number in a computer database, and can select automatic dialing of the located number. Further, rather than dropping all further involvement with the call, the preferred embodiment of the present invention continually monitors the connection thereby established for a predetermined DTMF signal issued by the customer, such as that obtained by pressing the “*” button. If such a signal is detected, the customer is transferred to a directory assistance operator, who can then provide whatever further assistance is needed (e.g., providing further directory assistance).
    Type: Grant
    Filed: June 7, 1999
    Date of Patent: May 28, 2002
    Assignee: Metro One Telecommunications, Inc.
    Inventors: Patrick M. Cox, Adrian P. Powell, Paul W. Filliger, Michael A. Kepler, Timothy A. Timmons
  • Patent number: 6385312
    Abstract: A system and method for automatically and seamlessly routing telephone calls across a telephone network. The system includes a telephone network interface box having a computer, a master file and client file stored in the computer. The master file is dynamically linked to the client file at routing time to produce a selected client location telephone number which is transmitted across the telephone network. In one embodiment, the system utilizes Automatic Number Identification to identify the calling party. The master file has a plurality of records having a telephone number and a spatial key and is updated frequently. The client file has a plurality of records having a spatial key and a client telephone number. Methods of generating client file records for both radius and polygon defined service areas through an automated computer process are included in the present invention.
    Type: Grant
    Filed: June 19, 1998
    Date of Patent: May 7, 2002
    Assignee: Murex Securities, Ltd.
    Inventors: James D. Shaffer, George G. Moore
  • Patent number: 6381324
    Abstract: A one number, multi-application, intelligent call processing system provides service benefits to a caller, a servicing location and/or a vanity number advertiser during a call, parallel to the call and/or post call in an integrated common architecture. To provide these benefits, the system utilizes Voice Response Unit (VRU) technology in conjunction with the national telecommunications network connected via Computer Telephone Integration (CTI) to a virtual telephone number database containing a nation-wide master list of telephone numbers with thousands of attribute data items associated by Spatial Key linkage to each telephone number. The process of the invention is initiated by a caller dialing a selected telephone number to request information and/or services. Based on the number dialed, a caller or network provided 10 digit telephone number and VRU prompted for and received caller input, the system retrieves the application requested data from the virtual telephone number database.
    Type: Grant
    Filed: October 17, 2000
    Date of Patent: April 30, 2002
    Assignee: Murex Securities, Ltd.
    Inventors: James D. Shaffer, George G. Moore
  • Patent number: 6314176
    Abstract: An approach for processing a call from a calling party to a called party in which the called party requires operator assistance is disclosed. A bridging switch receives a call offer from the calling party and forwards the call offer to an automatic call distributor (ACD). The ACD selectively distributes the call offer to a local operator, instructing the local operator to establish the call with the called party. The local operator, such as an audio response unit (ARU), establishes the call. A remote operator collaboratively communicates with the ARU over a packet switched network to control call processing.
    Type: Grant
    Filed: September 23, 1999
    Date of Patent: November 6, 2001
    Assignee: MCI WorldCom, Inc.
    Inventor: Duraisamy Gunasekar
  • Patent number: 6298126
    Abstract: A telecommunications toll network system employs a central database computer to provide routing and calling rate instructions to toll switches. To allow sponsors of pay services, such as 900 number information services, to control the kinds of calls they receive and the rates charged, the central database computer employs routing plans. These routing plans contain conditional branches which are selected based on data provided in a query from the originating toll switch (OTS) and sent to the database computer via common channel signaling (CCS). According to the invention, sponsors can insert objects in their routing plans to override the default rate to be applied to the call. These objects are called rate nodes. Rate nodes are non-branching elements inserted in a routing plan that specify a rate to be used for billing. The rate is specified on the automated message accounting (AMA) record and used by a billing platform to generate bills to the callers.
    Type: Grant
    Filed: December 16, 1997
    Date of Patent: October 2, 2001
    Assignee: AT&T Corp.
    Inventors: Michael Anthony Kawecki, Michael Anthony Scott
  • Patent number: 6205215
    Abstract: A method of and system for processing calls from a first country having a first national language to a second country receives a request to complete a call from the first country and determines if the call cannot be completed as dialed. If the method determines that the call cannot be completed as dialed, the method forwards the call to an operator who can speak the first national language for assistance.
    Type: Grant
    Filed: July 1, 1998
    Date of Patent: March 20, 2001
    Assignee: MCI Communications Corporation
    Inventor: George Dombakly