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.

Abstract: A telephone calling card (prepaid or postpaid) service system with an intelligent network (IN) for automated call processing has a bailout capability for bailing out a call placed directly to the IN, to an operator for assistance upon the occurrence of predefined contingencies. A service control point (SCP) in the IN interfaces with a switch containing a service switching point (SSP) for switching a call to its destination via the ETSI INAP or ITU INAP protocol. The switch also contains an operator service position system (OSPS), and an originating call processor (OCP) coupled to both the SSP and OSPS. After the occurrence of a bailout condition (resulting from a call being unauthorized as determined by the SCP), the SCP sends a destination routing address to the SSP including a network routing address (NRA) indicating which OSPS to direct the call for eventual operator assistance (via the SSP).

Abstract: The invention relates to an automated directory assistance system that utilizes a priori advisor for predicting the most likely requested locality. The automated directory assistance system includes a speech recognition dictionary containing a plurality of orthographies, each orthography corresponding to a locality name in which a subscriber whose telephone number is sought by the user of the automated directory assistance system may be residing. Upon reception of the spoken utterance, the system performs a first pass search scores on the basis of acoustics characteristics of the orthographies in the speech recognition dictionary, each orthography having a certain likelihood of being a match to the spoken utterances. The orthographies are then weighed on the basis of information indicative of the geographical location of the user. A final re-scoring operation may then be performed on the top N candidates in the weighed list.

Abstract: A method for enabling a plurality of Local Service Providers within a common Numbering Plan Area (NPA) to serve Subscribers of the plurality of Local Service Providers. The method includes the step of assigning to each Subscriber of a Local Service Provider within the common NPA a unique three digit code, hereinafter referred to as a SPA code. The service provider area (SPA) code is used by the telephone system in the same manner presently used for routing calls made when a calling Subscriber dials the NPA code of the called party. Here, however, the SPA code is not dialed by the calling Subscriber. The dialed directory number, NXX-XXXX, of a called Subscriber subscribed to a different Local Service Provider, is sent to a database. The database maintains a record of the relationships between the directory numbers of Subscribers and the SPA codes of the Subscribers. The database retrieves the SPA code associated with the dialed directory number presently serving the called Subscriber.

Abstract: A technique for creating, training, and using a telecommunication network-based automatic voice-dialing system is provided through the automatic determination, by a network element, of likely called parties for a given customer. This determination is made based on records of network usage by the customer. Names of the likely called parties are determined through the use of, e.g., a conventional reverse telephone directory database.

Abstract: A telecommunication system coordinates telecommunication services rendered from an intelligent network and a human operator. An operator assistance call center includes one or more human operators each of which has a telephone and an operator workstation. The intelligent network includes a service switching element and a service control element. A party placing a call requests a service having one or more features. The intelligent network receives the call, processes the service request, and integrates one or more service features provided by one of the human operators from the operator assistance call center in rendering the requested service. The operator assistance call center includes a call center server communicating with the plural operator workstations and interfacing with the service control element of the intelligent network. The integration between automated IN services with operator-assisted services broadens the service portfolio that a service provider may offer to subscribers.

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. 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).

Abstract: A system and method for providing directory assistance service and information in a multiple service provider and a local number portability environment. An operator services system (OPSS) (15) is functionally connected to a first and a second database (24, 26). Preferably, the first database (24) is a directory assistance database, and the second database (26) is a directory assistance-local number portability (DA-LNP) database. Upon receipt of a request for a directory number associated with the name of a party, the OPSS (15) makes a first query of the first database (24) for first search results relating to the name of the party. Preferably, the OPSS (15) also concurrently makes a second query, but of the second database (26) for second search results relating to the name of the party. The first and second databases are searched based on the name of the party. The first and second search results are provided to the OPSS (15).

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.

Abstract: A local exchange carrier can provide operator service for a telephone call, whether intra-LATA or not, and in some cases to perform the service so that the call can be passed with the service already provided. Operator services for calls that require prior approval at a subscriber station for completion and those that do not (e.g., collect calls vs. credit card calls) are differentiated. If, for a particular call, it is determined that the required operator service does not require prior approval for the call being placed, then the operator service is provided from the end-office without routing the call to an operator services platform. The call may be serviced using an advanced intelligent network (AIN) system. If the required operator service does require prior approval, however, it is ultimately routed to an operator services platform of the local exchange carrier or interexchange carrier for provision of the service.

Abstract: To set a night service configuration, a configuration control (KS) in the private branch communications exchange (NK) is activated from an internal or external handset or a switchboard position by dialing a call number. A sequence of numbers then entered is interpreted as an authorization code. The subscriber group for which incoming calls are to be diverted is selected by a sequence of numbers subsequently entered. A further sequence of dialed numbers determines the target handset or the target switchboard position for receiving the diverted calls. The configuration control (KS) then forms an administration and maintenance order, which is transmitted to the operating system of the private branch communications exchange.

Abstract: Methods and apparatus for automating telecommunications billing operations and reducing operator errors when processing operator assisted telephone calls is disclosed. In accordance with the invention, when an operator assisted telephone call is being serviced, a computer is used to automatically generate default billing charge information, e.g., a default class charge, which is automatically entered unless the operator alters this computer generated information. In addition, the computer provides the operator with messages regarding restrictions which are applicable to the call being processed as well as other useful call processing information. When the operator alters the default class charge, a check is automatically performed to insure that the new class charge is a valid class charge. If the class charge appears to be in error, a message is provided to the operator and the operator is given a chance to alter the class charge information before the call is terminated.

Abstract: A system and method for automatically processing telephone calls for alternative billing or for providing automated operator services. In one form, a call for which operator or alternative billing services are sought is routed through a telephone network to an automated operator facility. The call is accompanied by certain parameters which are indicative of the characteristics of the call. A menu of available automatic services is presented to the caller and the caller's selection from the menu is then received by the automated facility. The call parameters are used to retrieve a record containing customization features, preselected by a subscriber, which are those to be used in providing the particular service selected from the menu by the caller. The call is then automatically processed in accordance with the preselected customized features to provide the selected operator servile.

Abstract: A method and system for providing operator services to an interexchange carrier for completing a long distance telephone call for which an operator service is indicated. The interexchange carrier call requiring operator services is connected from the interexchange carrier (IXW) network to a point-of-presence (POP) of the interexchange carrier within a local access transport area (LATA). From the POP the call is connected to an operator service system (OSS) external to the IXC network and within the LATA. The OSS completes the call in accordance with a request for service from the caller. An SS7 signaling system is used to route calls from a terminating switch in the interexchange carrier network to an end office, so that the call legs of the operator service system can be switched out of the call path.

Abstract: A system and method for processing telephone calls and providing enhanced services is presented. The call processing system includes a network control processor for controlling the processing and routing of the calls and for providing enhanced features, and a matrix switch for routing calls from an originating location to a terminating location. Operator consoles can be included to provide operator assistance to the caller. The network control processor comprises a central message processor that receives call dam, determines the type of call, determines the processing required, and determines whether operator assistance is required. A call route distributor allocates an operator console to the call if required. A billing server is used to track billing information for the call while it is in progress. A database server is provided for database look-ups and storage.

Abstract: A method and apparatus for entering operator supplied information into a telephone operator assistance system. An operator interfaces with the system via an operator position having a terminal that includes a keyboard and a video display monitor. The operator operates a macro key, which is equivalent to operating a predefined string of keystrokes. The operator then keys data specific to a particular call, which data is interpolated into a predefined position within the string.

Abstract: Disclosed is a technique for presenting information to a telephone operator to enhance the efficient completion of telephone calls. Numerous data bases are generated to make available information concerning any type of telephone call with which the operator might be requested to assist or complete. The operator workstation is program controlled to access the various data bases and present information particular to that type of telephone call being serviced. Interaction between the operator and the workstation based on visual menus allows the operator to initiate access to the data bases for other or more detailed information which is displayed on menus and overlay menus.

Abstract: This invention relates to methods and apparatus for automatically processing operator assistance calls. A caller is connected to an automated operator position. The automated position has speech recognition facilities to replace those of an operator, has announcement capabilities to replace those of an operator, and has control apparatus for transmitting and receiving the same set of messages transmitted and received by an operator position. Advantageously, the operator assistance switch has the same interface to an automated position as to an operator position and interacts with the two identically. Since the capabilities of the automated position are limited by its program, the automated position switches a call to an automated position when a situation occurs for which it has not been programmed. Advantageously, a switch need not be specially programmed to communicate with an automated position.

Abstract: This invention relates to methods and apparatus for automatically processing operator assistance calls. A caller is connected to an automated operator position. The automated position has speech recognition facilities to replace those of an operator, has announcement capabilities to replace those of an operator, and has control apparatus for transmitting and receiving the same set of messages transmitted and received by an operator position. Advantageously, the operator assistance switch has the same interface to an automated position as to an operator position and interacts with the two identically. Since the capabilities of the automated position are limited by its program, the automated position switches a call to an automated position when a situation occurs for which it has not been programmed. Advantageously, a switch need not be specially programmed to communicate with an automated position.

Abstract: An interface adapter is disclosed for utilization with a conventional toll operator position system having a keyboard, video display and controller which interface adapter interface with the TOPS position and external data bases and audio response units in a manner to permit the TOPS position to additionally perform such functions as directory assistance, order entry and line message delivery. The interface adapter includes first and second switching means to intercept the keyboard and video data paths of the TOPS position to isolate the controller and includes a control processor in communication with the external data bases and audio response units which is programmed to respond upon command from the keyboard to access the external data bases and audio response units as required and to communicate such data or audio response to the appropriate terminus.

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 device for establishing a desired operator audio level in an operator position means, is disclosed, comprising a processor means for processing digital signals for generating a desired receive audio level in an operator position means for use by an operator, conversion means for converting analog speech transmit signal from a telephone transmit means to digital for input to said processor means and for converting digital receive signal from the processor means to analog receive signal for input to a telephone receive means, and means for connecting the processor means to a telecommunications network. The processor means includes control means for the operator for permitting the operator to modify the desired receive audio level.

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: Apparatus and method are disclosed for providing a non-presubscription subaccount billing service utilized by customers on a "per call" or "as needed" basis. A calling customer initiates the service by dialing "0" plus the directory number of the called line. The local office serving the calling line recognizes the call as an operator-designated call and forwards the call along with the identification number of the calling line and the directory number of the called line to an operator system. The operator system prompts the calling line to enter additional call information. The calling customer enters a service activation code such as "15" and a two-digit subaccount billing number assigned by the customer. Receiving the service activation code and the subaccount billing number, the operator system activates the service by setting a subaccount billing indicator in an automatic message accounting record and extends the call to the called line.

Abstract: A method of balancing traffic loads to a plurality of customer automatic l distributors (ACDs). Each ACD periodically transmits call congestion data to a central data base. Periodically, the data is automatically analyzed and resulting call routing information stored at the data base. The call routing information is queried in response to each call directed to the customer to select and ACD for routing of the call. Other signals are independently sent from the ACDs to the data base to indicate the present availability of trunks. A given call may or may not be routed to the selected ACD depending upon the status of these signals. In this case, the ACD selection process is repeated at the data base.