Note: Descriptions are shown in the official language in which they were submitted.
2~50376
AUTOMATION OF TELEPHONE OPERATOR ASSISTANCE CALLS
Technical Field
This invention relates to methods and apparatus for automating the
processing of operator assistance type telecommunications calls.
5 Problem
Over the past several decades, a great deal of toll telephone traffic which
used to be handled by operators has been automated. The initial step of automating
what was originally operator assistance traffic was to offer customer-dialed long
distance call service. Then, customer-dialed operator assistance calls were
10 introduced to permit operators to process calls for which the number had already
been dialed. Automatic recording of telephone charges was introduced also at that
time. Today, the category of fully or partially automated operator ~scict~nce
telephone traffic includes coin calls, calling card calls, automatic quotation of
charges for hotel guest originated calls, and partial automation of collect and person
15 calls. In spite of the intensive effort to automate operator assistance calls, telephone
companies annually spent over a billion dollars for operator wages and
accompanying overhead costs.
Operator assisted calls are processed from attended operator positions
attached to operator acsict~nce switching systems or switches. These switches are
20 operated under the control of a complex program, generally referred to as a generic
program, which must be tested very carefully to ensure that no program flaws remain
that could cause a system to "crash" or become non-functional. The switch
communicates with operator positions by data messages used to operate displays at
the operator position, and to transmit information keyed by the operator, in response
25 to instructions from the caller, to the switch. The generic program is designed
carefully to ensure that poor data received from an operator switch does not affect
more than one call. A problem in such switches is that it is difficult to introduce new
services and to automate operator functions because of the difficulty of changing the
generic program. The largest component of operator assistance calls which have not
30 been fully automated are collect calls and third number calls. Even these are being
partially automated through the use of an arrangement known as "More Efficient
Call ~n-lling For Operator Assistance Calls" (MECH) described in T. M. Bauer et
al., U.S. patent 4,899,375, which discloses an arrangement wherein an initial
operator determines the type of call and then is disconnected while the call is being
35 set up and the called customer is being alerted; subsequently, a second operator is
~'
- 2 - 20~0:~76
attached to the call only if necessary, for example, after an answer for collect calls.
In A. N. Daudelin, U.S. patent 4,486,833, a speech recognition unit that
is a part of an operator assistance switch is used to determine a call type, andcooperate in the automatic establishment of the call. When the called party answers
S on a collect call, the speech recognition unit determines whether the called customer
accepts the call.
Another arrangement is described in Comella et al: U.S. patent
4,054,756, wherein customers with dual tone multifrequency (DTMF) stations key
initial digits in~licating the type of call, then key all necessary numerical information
10 (including, for example, the identification of the third number). For collect or third
number calls, the calling customer records his or her name for identification purposes
to the collect or third number party; the latter then keys an acceptance signal if the
call can be allowed to proceed.
In another arrangement recently announced by Northern
15 Telecolll..lunications, Inc., a caller dials a number including an indication of a call
type, and on a collect call, when prompted to do so, speaks his or her name. After
the call has been established to the called customer for a collect call or to the third
party for a third number call, a speech recognition unit is used to detect whether the
called customer accepts the call by speaking a "yes" or a "no". A speech processing
20 unit is connected via a segregated tr~n~mission facility for handling these calls. If
the called customer has a DTMF station, the called customer or the third party can
key an acceptance instead of speaking such an acceptance.
In view of the foregoing, a need exists in the art for an arrangement that
facilely automates many of the remaining operator ~cci~t~n(~e calls, such as collect
25 calls and third number calls, which still require the assistance of an operator.
A further need exists with respect to the processing of spontaneous
voice messaging calls. An arrangement for handling such calls is described in
U.S. Patent 4,932,042 which discloses arrangements for converting a call to busy or
to a customer who does not answer to a voice message call without requiring the
30 caller to reoriginate the call and preserving the caller's number as previously
identified and the caller's and called numbers as previously identified for the voice
message call. The arrangement requires that the caller have a dual tone
multifrequency (DTMF) telephone in order to take advantage of the service and
requires connection of an announcement and a DTMF receiver to the call.
2050376
- 3
Solution
The above problem is solved and an advance is made over the prior art
in accordance with the principles of our invention wherein an unattended automated
position is substituted for some of the operator positions attached to an operator
5 assistance switch; such an automated position includes means for recognizing
comm~n~1s such as speech comm:~ncls, for making announcements to a connected
telephone customer, and optionally, for detecting DTMF digits, for recording speech,
and for detecting a switch-hook "flash" (i.e., a brief depression of the switch-hook).
In one preferred embodiment, the interface between the operator position and the10 operator ~sist~nce switching system is maintained for the automated position so that
the existing data communications in both directions are the same. The assistanceswitching system communicates with the positions using the same messages for
generating displays at the operator position and the automated position. Similarly,
the automated position communicates with the switching system using the same
15 messages used by the operator position for controlling switching system operations.
If an automated position cannot process a particular call, either because the call type
is not anticipated in the program controlling the automated position, or because the
automated position cannot recognize the caller's speech, the automated position
sends a data message to the switch asking that the call be switched to an attended
20 operator position. Advantageously, the switching system has already been designed
to react in a safe manner to any combination of control signals from the operator
position so that the amount of damage inflicted on other calls as a result of improper
performance by an automated position is highly restricted.
For processing a collect call, the automated position first announces to
25 the customer a request for selection of a call type and recognizes the requested
command issued by the customer as a spoken "collect" or its DTMF equivalent.
This data is reported to the switch which makes a database check to ensure that the
called customer is of a type that may accept collect calls. For example, pay phones
and phones located in prisons typically are not allowed to accept collect calls.30 Certain countries will not accept collect calls. If the database check indicates that a
collect call can be accepted, the automated position announces a request that the
customer speak his or her name and records the response. The call is then set up to
the called customer. When the called customer responds to an alerting (e.g., ringing)
signal by going offhook, an announcement is tr~n~mitte~l from the automated
35 position to the called customer saying: "You have a collect call from" followed by
the recorded name. The announcement continues: "If you wish to accept the
Z0~;()376
- 4 -
charges, please say yes". If the called customer says "yes" and this speech signal is
recognized by the speech recognition unit, then a confi~n~tion announcement is
given, the call is completed as a collect call, and the switching system is notified by
the automated position that the billing is to be arranged as collect call billing. The
S called party is also offered the opportunity to say "no" or to go onhook if the charges
are not accepted.
For a third number call, the automated position first requests the type of
call. Upon detecting the words "third number" or their DTMF equivalent, the
automated position requests the customer to supply the third number either by
10 keying the number on a DTMF station or by speaking the number. The automated
position also requests that the caller speak his or her name, and records the response.
The automated position then reports the billing number and the call type to the
switching system. The switching system checks rl~t~h~ces to determine what type of
verification is required before the call can be completed. Assume that the switching
15 system determines that it is necessary to consult the third party to verify that the
third party is willing to pay. The switching system then sets up a connection to the
customer station of the third number. After that customer station answers, the
automated position announces to that station the identification of the call as a request
that the third number pay for a call, followed by the recorded name of the caller,
20 followed by a request: "Will you accept charges for this call? If so, say yes". The
response is then detected by the automated position which, if it detects a positive
response, will signal to the switching system to set up the call. The third party is
also offered the opportunity to say "no" or to go onhook if the charges are not
accepted.
The automated position can access a remote database in essentially the
same way that an operator position does. The automated position sends the same
kinds of messages and performs the same kind of data interpretation of the return
message as is performed by an operator at a conventional operator position.
If a customçr feels the necessity of invoking the services of a live
30 operator, the automated position is capable of detecting the word "operator" or
DTMF 0 and responding to the detection of that input by signaling the operator
~si~t~nce switching system to connect the call to an operator position staffed by a
live operator. This reconnection feature uses a feature that exists in AT&T's
Operator Services Position System (OSPS) for transferring a call from one operator
35 position to another for invoking the services of an operator supervisor.
~050376
- 5
In accordance with one specific embodiment of the invention, the
operator assistance switch is a switch arranged to interface with integrated services
digital network (ISDN) terminals. The automated position interfaces with the twoB-channels and one D-channel of a basic rate interface of ISDN using one 64 kilobit
5 B channel for voice signals and using the 16 kilobit D channel for control and signaling signals and for database access.
Once the automated position has been installed, it is a relatively
straightforward matter to increase the number and complexity of the scripts to be
followed by such automated position groups because the protection in the switching
10 system against adverse results from receiving improper control signals from the
operator position is already a basic part of the operator ~sist~nce switch. It is not
necessary to modify the generic program of such a switch for accepting such
additional scripts; the modification of the generic program requires great care in its
introduction because a software error can cause the switch to fail.
Monitoring of the performance of an automated assistance position is
straightforward. Monitoring an operator in a system such as the Operator ServicePosition System (OSPS) which is a feature of AT&T's SESS~ switch and is
described, for example, in Document AT&T SD5-520-105, Operator Services
Position System, Toll and Assistance Video Display Terminal Description and
20 Operation. This system has been arranged to allow any operator position to monitor
any other operator position. Monitoring of an automated position from a monitoring
operator position is performed in the same way. While monitoring, the monitoringposition receives all messages destined for the monitored position and receives all
messages generated by the monitored position. As a result, the introduction of a new
25 service can be tried on one automated position and the performance of that
automated position can be monitored by a live operator sitting at a monitoring
position. Alternatively, the automated position can be monitored by allowing an
operator to bridge a headset across the voice signal path and to observe visual
displays displayed on a screen of the automated position. Advantageously, this
30 arrangement allows for a straightforward and safe check of a new service feature.
In accordance with another feature of the OSPS, operator positions may
be divided into teams and a flexible arrangement created for flowing traffic between
these teams. This feature is known as intraflow and is described, for example, in
AT&T 5ESS Switch Feature Handbook. When introducing a new feature, the new
35 feature is first introduced into a small number of automated positions which form a
separate team and the performance of this separate team is carefully monitored. Any
20~0376
- 6 -
excess traffic is handled by operator positions using the intraflow feature. After
satisfactory performance has been established, the software for the new feature can be
loaded into other automated positions which can then be added to the original team
on which the feature was tested.
In one embodiment o the invention, a voice processing unit and data
processor serves four ports on the operator ~C~i~t~nce switch, thus effectively sharing
the unit over four automated positions. The number of ports served by a voice
processing unit is a traffic engineering decision based on unit capacity and reliability
requirements. This arrangement allows the voice processing unit and data processor
to be shared, thus lowering per port cost of automated positions.
The spontaneous voice mc~c~ging problem is solved by connecting the
caller to an automated position and using that automated position to detect called
number busy and called number don't answer, and to make announcements to the
caller, if necessary, for stimulating a spontaneous voice message request, and to detect
speech commands requesting spontaneous voice message service. Advantageously,
such an arrangement allows spontaneous voice message service to be offered to
customers who are calling from rotary dial telephone stations or push button dial pulse
telephone stations.
In accordance with one aspect of the invention there is provided in a
telecommunications system, comprising a switching system having a switching network
with a plurality of ports for connection to an operator position and control means for
controlling said network, a method of providing voice message service, comprising the
steps of: connecting an incoming call, destined for a called customer, via one of said
ports to automated operator position means for processing operator assistance calls,
said position means colllplisillg means for recognizing speech and means for
interfacing with said switching system via an Integrated Services Digital Network
(ISDN) interface, wherein said means for recognizing speech comprises speech
processor means, bulk storage means and data processing means each shared among a
plurality of position means; and if a prespecified spoken command is detected by said
position means, tr~n~mitting a connect message to said control means, said connect
message being essentially the same as a connect message from an attended operator
position, for requesting connection of said call to means for recording a message for
subsequent delivery to said called customer.
-
s.
-6a- 20S03~6
Brief Description of the Drawing
FIG. 1 is an overall block diagram of an operator assistance switch and a
connected operator position and automated position group;
FIGS. 2-13 are flow diagrams of methods of processing operator
5 assistance calls in conformance with the principles of this invention;
FIG. 14 is a block diagram of an automated position group; and
FIGS. 15-18 are flow diagrams of a method for offering spontaneous
voice m.os~ging service and a simplified arrangement for dialing frequently called
numbers in conformance with the principles of this invention.
10 Detailed Description
The principles of the present invention may be understood by ~ mining
an exemplary embodiment. FIG. 1 is a block diagram of a system arranged to
incorporate the present invention. The novel portion of FIG. 1 is an automated
position group, block 50, shown in heavy outline and expanded in FIG. 14. Block 1
15 represents a telecommunications switch operating under stored program control and
having within it the elements necessary for practicing the invention. Switch 1 is a
switch such as the SESS switch manufactured by AT&T Technologies, Inc., arrangedto offer the Operator Services Position System (OSPS) features. The SESS
- 7 - 2050376
switch is described, for example, in AT&T Technical Journal, v. 64, no. 6, part 2,
pp. 1305-1564, and the OSPS feature is described, for example, in Paper 3,
Session 22C presented at the International Switching Symposium in May, 1984.
Within switch 1 are various blocks for carrying out the functions of a
5 telecommunications switch. Control 10 is a distributed control system operating
under the control of a group of data and call processing programs to control various
blocks of the switch. In order to practice the present invention, the operator services
control programs must be augmented by programs described in the flow charts of
FIGS. 2-13. Control 10 is used to control operations of switch 1. Block 12 is a
10 voice and data switching network capable of switching voice and/or data between
inputs connected to the switching network.
In this embodiment, network 12 has integrated voice/data outputs in the
Integrated Services Digital Network (ISDN) format. The switch communicates with
operator positions over an ISDN connection with a Basic Rate Interface (BRI) for15 communicating two B-channels (64 kbit/second (kb/s)) and one D-channel (16 kb/s).
The B-Channels are used for voice signals in this embodiment. Connected to the
switch are a conventional operator position 24, ~tten(le~l by a human operator, and
automated position group 50, shown in detail in FM. 14. The automated position
group 50 serves four sim~ neous calls and includes facilities for performing voice
20 processing. The voice processing arrangement receives an input signal which may
be either voice or a dual tone multifrequency (DTMF) signal and has the capability
for analyzing that signal to distinguish among the various allowable DTMF signals
and among the individual elements of a predetermined list of spoken responses. The
voice processing arrangement also generates tones and voice messages to prompt a25 customer to speak or key information into the system for subsequent recognition by
the voice processing unit. In addition, the voice processing unit has the capability
for recording a short customer response, typically, a name, for subsequent playback
to a called terminal. These recordings may also be saved for subsequent use in fraud
detection. For example, evidence can be accumul~te~l for stations with a high
30 propensity for fraud. Within the automated position group, the voice processing
arrangement generates an output data message, representing the result of the voice
processing; this output message is used as an input to a program in the automated
position group for controlling the generation of position messages to the switch 10.
In response, the switch controls the establishment of connections in switching
35 network 12 and generates display data for the automated position 50. The
Conversant(~ Voice Information System, manufactured by AT&T Technologies,
- 8 - 205037~
Inc., is one unit which can be used to carry out the functions of the voice processing
arrangement.
Two types of data base systems are used by switch 1 in order to set up
operator assistance calls in conforrnance with the principles of this invention. Local
5 data base system 16 is directly accessible by control 10 of switch 1 via switching
network 12. Remote data base system 20 is accessible to control 10 of switch 1 via
switching network 12 and an interconnecting data network 18. A remote data base
system is typically used for storing data that is shared by many switches. For
example, a remote data base system might store data pertaining to customers for a
10 region; the particular remote data base system that is accessed via data network 18
would be selected to be the remote data base system associated with the region of the
called terminal. Interconnecting data network 18 can be any well known data
network and specifically could be a common channel signaling system such as the
the international standard telecommunications signaling system CCS 7.
Transaction recorder 22 is used for recording data about calls for
subsequent processing. This data typically is billing data which is subsequently sent
over a data link to be processed by a billing processor in order to prepare customer
bills. The transaction recorder is also used for recording traffic data in order to
engineer additions properly and in order to control traffic dynamically.
Operator position 24 connected to switch 1 comprises a temlin~l for use
by an operator in order to control operator ~csict~nce calls. Data displays for the
terminal of operator position 24 are generated by control 10. Operator position 24 is
connected to the voice and data switching network 12 by operator access facility 26
which may include carrier facilities in order to allow the operator position to be
25 located remotely from switching network 12. Alternatively, operator access
facility 26 may be a simple voice and data access facility if the operator positions are
located in close physical proximity to the switching network. Only one operator
position is shown in FIG. 1 but it is understood that a typical switch, arranged to
offer operator ~ccict~nce services, has access to a large number of such operator
30 positions.
It is often desirable that certain kinds of operator functions be assigned
to specialized teams. One example is Spanish-speaking operators who could be
accessed by customers with English language difficulties whose native language is
Spanish. Another example is operators who have access to the special facilities
35 required for setting up conference calls. Still another example is operators from a
customer credit and service bureau who have access to customer billing records who
20S~)376
can handle customer requests for billing information and for credit in case a
customer reached a wrong number. In order to access the proper one of these
operator teams, a customer's spoken comm~nc~, or, in the case of a customer with a
DTMF terminal, a keyed command code is used. In some cases (not shown in
5 FIG. 1) specialized teams may be attached to a different switch in which case an
interconnecting network is used to connect the originating customer to that switeh
for connection to an operator from an appropriate operator team.
Connected to switch 1 are interconnecting networks 30 and 32. These
are networks which may include one or more switches and which are used for
10 interconnecting voice and data signals between customer terminals and switch 1.
Also connected to switch 1 are customer lines, including customer line 44, for
connecting a calling terminal 42 to switch 1. The word "terminal" as used hereinincludes a simple customer telephone station, a customer station with more elaborate
features such as magnetic stripe card readers, or a customer voice/data terminal.
15 Calling terminal 40 is connected through interconnecting network 30 to switch 1. In
this specific exarnple, calling terminal 40 is connected by a customer line to alAESS switch and that switch is connected to trunk 31 which is connected to
switch 1. For the sake of clarity, a separate interconnecting network 32 is shown as
being interposed between switch 1 and called terminal 46. In practice,
20 interconnecting networks 30 and 32 are parts of a much larger common carrier
network. In the example call described below, interconnecting network 32 contains
dirrerent switches from interconnecting network 30. Called terminal 46 is connected
to interconnecting network 32 and via that network can be accessed by switch 1. If
the calling terminal is not directly connected to switch 1, the directory number of the
25 calling tçr~nin~l~ identified, for example, by automatic number identification, is
tr~n~mitte~l from the switch connected to the calling tçrmin~l to switch 1.
The term "operator assistance call" as used herein also refers to calls
some of which are already automated. For exarnple, Automated Calling Card
Service (ACCS) has made it possible for customers having a DTMF terminal to
30 place a calling card call without requiring the services of an operator. As discussed
hereinafter, other classes of operator assistance calls may also no longer require the
service of an operator according to the principles of this invention. Thus, the term
"operator a~si~t~nce call" refers to those classes of calls which have in the past
usually required the service of an operator, such as those which are dialed with an
35 initial digit 0.
20S0376
- 10-
In order to illustrate the basic principles of the invention, a simple
collect call from calling terminal 42 to called terminal 46 will be described. The
customer at a calling terminal is referred to as a calling customer or caller. In this
example, the called customer at terminal 46 has agreed ahead of time to accept
5 collect calls but wishes to be informed when an incoming call is a collect call. The
caller at terminal 42 dials or keys 0, followed by the directory number of called
terminal 46. This number which is dialed over customer line 44 is received in voice
and data switching network 12 and passed to control 10 via control access 11.
Control 10 analyzes this dialed (using a dial terminal) or keyed (using a DTMF
10 terminal) number and recognizes that calling terminal 42 has placed some kind of
operator ~si~t~nce call. In order to determine whether this is a calling card, third
number (third), person-to-person (person), collect, Spanish-speaking (Spanish),
conference, billing or other operator assistance call, it is necessary to connect the
calling customer at terminal 42 to a port of automated position group 50. After this
15 connection has been established, automated position group 50 returns a (prompting)
tone to calling terminal 42. In response to this tone, if the calling customer at
terminal 42 has a DTMF telecommunications terminal, the customer will dial a two-
digit command code identifying the class of the call to be placed as a collect call. If
the calling customer does not have a DTMF terminal or chooses to speak, then the20 customer can speak one of the allowed call type phrases such as: collect, calling
card, person, third number, operator, espanol (to request a Spanish-speaking
operator), conference, or billing, and, in this case, will say "Collect". If the calling
customer fails to key in the command code or to speak the comm~nd, he or she will
be prompted by an announcement which says: "Please say collect, calling card,
25 person, third number, espanol, conference, billing, or operator now." The keyed
comrnand code, or the spoken command is analyzed by automated position group 50
which determines that a collect call is to be set up. The tone or announcement is
used to prompt the calling customer to give the requested response. After a time,
only the tone may be required since customers will learn to interpret the tone as a
30 prompting signal. To reassure the calling customer, that customer receives anannouncement from voice processing unit 1405 (FIG. 14) of automated position
group 50, while the call is being set up, to indicate that a collect call is being set up
from his terrninal to the called customer.
A connection is then set up through interconnecting network 32 to called
35 terminal 46. The characteristics of called customers, with respect to what kinds of
collect calls they will accept, are stored in regional data base systems such as remote
2~50376
- 11 -
data base system 20 which contains data for called terminal 46. Other kinds of
originating and terminating customer data are stored in local or remote data base
systems as convenient. System 20 is queried before the connection to the called
customer is being established. For this example call, the query indicates that the
5 called customer will accept all collect calls but wishes to be informed that an
incoming call is collect.
When called terminal 46 answers, the answer signal is tr~n~mitte~l back
to switching network 12 and is passed to control 10 via control access 11. When
control 10 receives this answer signal, control 10 sets up a connection in switching
10 network 12 from automated position group 50 through interconnecting network 32 to
called terminal 46 to announce to the called customer that this is a collect call. Since
called customer 46 has agreed in advance to accept all collect calls, the call between
calling terminal 42 and called terminal 46 may be set up through switching
network 12 after this announcement has been received by the called customer. Note
15 that this exemplary call has been established without requiring the services of an
operator.
Customers may specify that they will accept all collect calls, that they
wish to decide without further data whether or not to accept each collect call, that
they want to know the name of the calling party and wish to decide for each call, or
20 that they will accept no collect calls. Alternatively, an announcement to the called
customer announcing a collect call could include the area code, the geographic
locality, or the fulI directory number of the calling customer in order to supply the
called customer with further call data that he can use in order to decide whether to
accept the call, or could include a recording, made in the automated position group
25 by the caller, of the caller's name.
In this specific embodiment, automated credit card calls are detected in
parallel with other types of automated operator calls. This is in contrast with the
present arrangements wherein card calls are detected first when a customer keys a
calling card number in response to an initial "bong" tone. A disadvantage of this
30 arrangement is that ACCS calls must be routed to an automated position thus
utilizing the more expensive resources of an automated position instead of beingconnected to a DTMF detector. The advantage of the operation disclosed herein isthat there is no need to wait for a timeout following the ACCS tone before attaching
the automated position thereby providing faster service to customers for calls other
35 than ACCS. An additional advantage is that the switch owner can modify the
treatment of ACCS calls within the automated position without changing the control
2050376
- 12-
program of the switch.
FIGS. 2-13 are flow diagrams of the process of handling operator
assistance calls under the control of the automated position group 50 and the
control 12 of the switch. The process begins when a customer dials 0 plus a
5 directory number. (Calls to 0 with no further numbers are routed to operator
positions since they may be emergency calls.) The customer is then connected under
the control of 12 to an automated position (action box 200, FIG. 2). The automated
position returns a tone to the caller (action box 202). The next action of the
automated position depends on the input from the calling customer (decision
10 box 204). If the calling customer speaks, the program executes a transfer to box 214,
discussed further below. If the calling customer keys DTMF signals into the system,
test 206 is performed. Test 206 determines whether the numbers represented by the
customer's keyed tones correspond to one of the codes used for identifying the class
of an operator assistance call, a telephone number, or the format of a calling card
15 number, or none of these. If the tones correspond to the format of a calling card
number, the number is passed to the switch (action box 211) and standard ACCS
tre~tment of the call is invoked (action box 212). With this standard tre~tment, the
calling customer's calling card number is checked for validity, and, if the calling
card number is valid, the call is completed. Comm~n~l codes are assigned to identify
20 classes of operator assistance calls, the exarnple classes are operator (O), collect (C),
calling card (K), person-to-person (P), third number billing (T), Spanish (S), multi-
party conference (M), and billing credit (B). The codes for these classes of calls
might, for exarnple, be the digits 11-18, the digits 19 being reserved for 10 additional
services, identified by l9X. 1 is a plefelled initial number for these codes since this
25 number can never be the initial number of a calling card or telephone number. By
using 1 as the initial digit, it is not necessary to time for possible additional digits
after a two-digit command code has been keyed. The present embodiment of the
invention can therefore be used without interfering with ACCS treatrnent of credit
card calls. In terms of the flow chart, once one of these codes is recognized, the
30 applol,liate subroutine for handling this type of call is entered. These subroutines
have been called O for operator (subroutine 400), C for collect calls
(subroutine 700), K for calling card calls (subroutine 600), P for person-to-person
calls (subroutine 500), T for third party billing calls (subroutine 900), S for Spanish-
speaking operator (subroutine 1000), M for multi-party conference operator
35 (subroutine 1100), and B for (billing) customer credit and service bureau operators
(subroutine 1200).
Z050376
- 13-
The automated calling card service program including blocks 211, 212,
220, and 224 are performed under the control of switch control 12. First, the calling
card number that has been keyed is passed from the automated position to the switch
controller 12 (action block 211). The switch controller 12 applies standard ACCS5 checks (action block 212). These checks include a check for the correct number of
digits, a query of a remote data base to ensure that the account number is valid, and a
check that card billing is allowed from that calling number to that called number. If
the calling card is found to be valid in test 220, then the call is processed by a
program for processing ACCS calls that is a part of the program of control 12 (action
10 block 224); checks for possible spontaneous voice m~ssaging are performed as
described hereinafter with respect to FIG. 15. If the calling card number is not valid
as determined in test 220, then the actions to be described below for lcprolllptannouncements starting with action block 302 are performed in the autolnated
position.
If no code is recognized (test 206) or if no tones have been tr~nsmitte~l
from the customer to the system within a predetermined interval (timeout, actionbox 205), the voice processing unit 1405 (FIG. 14) of automated position group 50
returns a prompt announcement such as "Please say collect, calling card, person,third number, espanol, conference, billing, or operator now," and awaits a response
20 by the calling customer (action box 208). If tones are detected when this
announcement has been made, test 210, similar to test 206, is pelrc,~ ed. Test 210
checks the code represented by the tones keyed by the calling customer. If thesetones correspond to a calling card number, the program executes a transfer to action
boxes 211 and 212 in order to apply the standard Automated Calling Card Service
25 (ACCS) tre~tment If one of the operator assistance command codes is recognized, a
transfer to the corresponding subroutine is executed. If an unrecognized code has
been keyed, a transfer is executed to subroutine R (subroudne 300, FIG. 3) to give
the calling customer a leprolllp~ announcement.
If decision boxes 208 or 204 recognize speech, then this speech is
30 analyzed (decision box 214) in order to detect one of the types of operator ~ccict~n~e
calls, or to detect that the speech signal is inadequate to properly classify the type of
operator ~Csict~nce call. If a request for one of the classes of operator assistance
calls is recognized, then a transfer is made to one of the subroutines O, C, K, P, T, S,
M, or B; if no command corresponding to an operator assistance call is so
35 recognized, a transfer is made to subroutine R (subroutine 300, FIG. 3) for a leplolllpt announcement.
~0S(~376
- 14-
If, at the time that the caller response is analyzed in decision box 204, a
customer flash is recognized, a transfer is made to subroutine O (subroutine 400,
FM. 4) in order to connect the customer to an operator. A customer may flash in
order to be connected to an operator. Similarly, if, following the prompt
5 announcement (decision box 208), the customer flashes, a transfer is made to the
subroutine O (subroutine 400, FIG. 4). If the customer does nothing following the
prompt, a timeout is detected in action box 216 and a transfer to subroutine O
(subroutine 400, FIG. 4) is executed in order to connect the calling customer to an
operator.
FIG. 3 illustrates the actions performed by the program in case the
customer response is unrecognizable speech or an lln~ssigned pair of DTMF signals.
The first step of subroutine R (300) is to ,~,pro.l,pt the caller with an announcement
and listen for a response (decision box 302). If tones are recognized, test 304,analogous to tests 206 and 210, is performed. Test 304 checks for a calling card15 number, in which case, after checking (306) and validating (test 308) the calling
card, standard automated Calling Card Service tre~tment is applied (action box 312),
or one of the codes representing classes of operator ~csi~t~nce calls is recognized, in
which case a transfer is executed to one of the subroutines O, C, K, P, T, S, M, or B.
If an invalid calling card number is supplied, action block 302 is reentered. Along
20 with the execution of block 312, checks for possible spontaneous voice mess~ging
are performed as described hereinafter with respect to FIG. 15. Finally, if following
the leplulllpt annolln~ement to the caller, a number is keyed which does not
correspond to a legitim~te code, the calling customer is connected to an operator
(transfer to subroutine O, 400, FIG. 4). Similarly, if a flash is recognized while the
25 customer is responding, a transfer is made to subroutine O to connect the calling
customer to an operator. If speech is recognized, the speech is analyzed in decision
box 314. The decisions for decision box 314 are the same as those for decision
box 214 except that in this case, if after the l~prûml)t announcement to the caller the
speech data is still unrecognized, the calling customer is connected to an operator.
30 Altern~tively, at the choice of the switch owner, the call is termin~t~l after failure.
If the customer says nothing, does not key in a tone signal and does not flash, then
action box 316 detects a timeout and the customer is connected to an operator.
The l~plo-l~pt announcement routines of decision box 302 are invoked in
large part because of the imperfect characteristics of automatic speech recognition.
35 Whereas it is possible to detect tones with essentially 100 percent accuracy, it is not
always possible to make a correct determination of a customer's spoken comm~nd.
2050376
- 15-
The use of a replolllpt announcement and decision box 302 allows a second
identification of the customer's command based on a new speech sample. It is
possible that human factors tests may indicate that the leplumpt announcement
should state the suspected spoken term, if any. (For example, the announcement
5 may say: "Did you request a collect call?") Recognition of some spoken command may be forced or a "no command recognized" state allowed.
FIG. 4 indicates the actions to be carried out if the calling customer is to
be connçcte l to an operator. Subroutine O (400), first retrieves data about the calling
number, the called number, and any other pertinent data about the status of the call
10 so that the operator is fully informed and prepared to deal with the calling customer.
Data about either party, but especially the called party, may be obtained from aremote data base system such as data base system 20(FIG. 1). This data includes
restrictions on either the calling or the called customer (for example, that the calling
customer can only make collect calls or that the called customer will not, or, because
15 it is a public coin station, cannot, accept any collect calls). Next, the calling
customer is connected to the operator whose operator position has been initi~li
with that subset of the data retrieved in action box 402 (action box 404) which is
pertinent to this type of call. The terrn "pertinent data" as used herein refers to that
subset of accessed data which is pertinent to the call. Subsequently, the operator
processes the call in a standard manner.
FIG. 5 represents subroutine P (500), the program used for controlling
person-to-person calls. The first step (decision box 502)is to retrieve data
concerning called and calling parties and determine if there are any restrictions on
either party to make person-to-person calls or receive such calls. For example, many
25 prisons allow their inm~tes to place only collect calls; the operator processing a
person call needs to know of this restriction. If a person call is allowed, then an
announcement is returned to the calling party (action box 504) This announcement
will in~ te to the calling customer that the call is being set up In parallel with this
announcement a connection is set up from switch 1 to the called customer. Test 506
30 determines whether the called customer answers. If the called customer does not
answer within a predetermined interval, checks for possible spontaneous voice
mess~ging are performed as described hereinafter with respect to FIG. 15. If thecalling customer disconnects before that predetermined interval, the call is similarly
disconnected. If the called party answers, then the called party is connected through
35 switching network 12 to an operator position which has been initi~li7e~1 with the
pertinent data that has been collected for the person-to-person call (action box 510).
- 16 - 2050376
The operator may then talk with either the calling or the called party, but under
operator control the calling and called parties cannot talk to each other. Based on
input received by the operator in talking to the two customers, the operator will
either allow the call to be completed or will disconnect the call. It is desirable to
5 connect person and collect calls in such a way that until billing is verified, the calling
and called customers are not connected, and that for bill to third number calls, the
calling and third number customers not be connected. This prevents unauthorized
and unbillable communications between the calling and called or third number
customers, as well as some more complex fraud schemes.
In setting up a person-to-person call in accordance with the methods
described herein, it is important that an operator be attached quickly once the called
customer picks up. While operator assistance calls are normally placed in an
operator assistance request queue to handle calls in an orderly fashion based on time
of arrival of the call, person-to-person calls processed as described herein may be
15 placed in a special priority queue to reduce sharply the interval from the time that a
called customer answers until an operator is attached to the call. As soon as the
called customer answers, the call may be placed in the priority queue and an
announcement may be connected to the called customer which states: "Please hold
for a person-to-person call." As soon as an operator is available, that operator is
20 connected to the calling customer in order to ascertain the identity of the desired
called customer. The operator then requests a connection to the called customer and
can talk to either the calling or the called customer without having the calling and
called customers talk to each other. The operator ascertains whether or not the call
should be completed and the call is either completed or disconnected in accordance
25 with the operator's keyed request.
Note that the automated position could handle the functions of either or
both of the MECH operators (referenced in the second paragraph of the Problem
statement) according to the quality of the speech recognition equipment and the cost
of the automated position, without changing the program of the operator assistance
30 switch. The flexibility offered by an automated position which, effectively, mimics
a limited set of operations of an operator position makes this possible.
If the calling customer is violating a restriction in attempting to place a
person-to-person call (detected in decision box 502) an announcement is returned to
the calling customer (action box 520). If the calling customer then hangs up, the call
35 is simply disconnected. If the calling customer does not hang up within a
predetermined interval, then, at the option of the telephone company, the calling
Z05(~376
- 17-
customer can either be automatically disconnected or can be connected to an
operator whose position will have been initialized with a display containing thepertinent data necessary to comml-nicate with the caller about this call (actionbox 522).
FIG. 6 is a flow diagram of subroutine K (600) for controlling certain
calling card calls. Subroutine K of FIG. 6 is entered if the calling card customer is
not calling from a DTMF terminal, but wishes to place a calling card call, or if the
customer, for some other reason, wishes to speak instead of keying the calling card
number. (An ~ltern~tive version of subroutine K, namely, subroutine K' (1300), is
shown in FIG. 13 and is described hereinafter.) Decision block 602 describes theinitial actions carried OUt for such calls. The system retrieves data concerning the
calling and called customer to see if there are any restrictions, and ~ietermines
whether a calling card call is allowed. If a calling card call is allowed, then the
control 10 is primed to receive a calling card number keyed in from the operator, i.e.,
15 to interpret numerical data keyed in by the operator as representing a calling card
number. A connection is set up between the calling customer and the operator
whose position has been initi~li7yl with a display indicating the characteristics of the
call and additional pertinent data about the calling and called cll~tom~-rs (action
box 604).
If it is determined that a calling card call is not allowed, then an
announcement is returned to the calling customer (action box 606). If the calling
customer hangs up, the call is disconnected; otherwise, after a predetermined
interval, the calling customer is either automatically disconnected or connected to an
operator whose operator position has been initialized with the pertinent data (action
25 box 608) so that the operator can explain to the customer what happened.
For serving calling card calls, it may be desirable to recognize "credit
card" as well as "calling card" as a legitim~te comm ln~ Many customers still use
the term "credit card" when they refer to a telephone calling card.
FIG. 7 is a flow diagram of subroutine C (700), the program used for
30 processing collect calls. Initially, (decision block 702) the data for the calling and
called customers is obtained in order to check for restrictions. In this case, the
restrictions tend to be dependent on the called customer as described with respect to
the example call. An initial record is made using transaction recorder 22. If collect
calls are allowed then an announcement is connected to the calling customer. This
35 announcement requests the calling customer to speak his/her name so that the name
can be recorded for possible subsequent tr~n~mic~ion to the called customer (action
0376
8 -
box 704). (Alternatively, the actions of blocks 704 and 706 can be deferred to
precede block 802 in order to avoid incurring access charges unless absolutely
necessary. The same remark applies to moving blocks 907 and 909 to precede
block 927.) The call is then set up and an announcement confirrning reception of the
5 calling customer's name response is returned to the calling customer (action
box 706). Test 708 checks whether the called party answers before a predetermined
interval has elapsed. Then test 710 is performed to select among the options of the
called party. If the called party accepts all collect calls, then optionally an
announcement is connected to the called party to announce that a collect call is being
10 set up to the called customer (action box 712) and the call is completed (action
box 714). If the called customer wants to make a decision on every call as to
whether or not she/he will accept the call but does not require the name of the calling
customer, then the called customer is connected to an announcement (action
box 720). The announcement might announce a message such as: "You have a
15 collect call, will you accept charges, yes or no". The voice processing unit which
has already been used for making the announcement is then primed to listen for acalled party response (decision box 722). If the called party responds a "yes", either
verbally or by keying, say, a 9 (= Y for "yes"), recognized by the automated position,
then the call is completed (action box 724). If the called customer announces "no",
20 either verbally or by keying a 6 (= N for "no") recognized by the automated position
or by disconnecting, then an announcement is returned to the calling customer and
the call is disconnected (action box 726). If the automated position either does not
recognize the called customer's response, or recognizes it but recognizes it as not
being either yes or no, or if no response is made by the called customer within a
25 predetermined interval (timeout, action box 727), then both the calling and the called
customers are connected to an operator position which has been initialized with a
display in~lic~ting the status of the call and the pertinent data, in such a way that
either the calling or the called customer can talk to the operator, but that the calling
and called customers cannot talk to each other. The operator may then take
30 approl,liate action to either disconnect the call or to let the call complete with
applopliate charging (action box 728). If the called party has selected the namerequired option, a transfer is made to subroutine N (800) described with respect to
FIG. 8.
If the called customer does not answer within the predetermined
35 interval, checks for possible spontaneous voice messaging are performed as
described hereinafter with respect to FIG. 15.
2050376
- 19-
If no collect call is allowed to this called customer, for example, if the
called customer terminal is a public coin station, then an announcement is returned
to the calling customer (action box 740) and if the calling customer fails to
disconnect within a predetermined interval, the calling customer is either
S automatically disconnected or connected to an operator whose display indicates the
status of the call and pertinent data (action box 742).
Using this arrangement, it is also possible to implement a service similar
to present "Enterprise" service, a type of "automatic" collect call, without requiring
the use of an operator. The data base for the called customer indicates for which
10 originating area plus office codes the called customer will accept collect calls. Calls
from one of these area plus office codes are then autom~tic~lly accepted.
Part of the reason for making an initial transaction record as one of the
first steps of subroutine C (700) is to allow for possible attempt charges for collect
calls not completed because of a restriction or decision by a called customer.
FIG. 8 is a flow diagram of subroutine N used to control collect calls
where the called customer has requested that collect calls be announced including the
calling customer's name. The announcement of the collect call, in this case, will
also include the caller's name previously recorded in action box 704 of FIG. 7
(action box 802). The automated position is then primed to listen for the called20 customer's response (decision box 804). If the response is recognized as "yes" or
keyed 9, the call is completed (action box 806). If the response is recognized as "no"
or keyed 6, then the previously cited announcement is returned to the calling
customer and the call is disconnected (action box 808). Finally, if the response of
the called customer is either unrecognized or represents an unassigned phrase (i.e.,
25 neither yes nor no) or if no response is detected within a predetermined interval
(timeout, action box 809), then the calling and called customers are both connected
(action box 810) to an operator position which is initi~li7ed with a display indicating
the status of the call and pertinent data retrieved in decision block 702 (FIG. 7). The
operator can then make a decision as to whether to complete the call or disconnect
30 the parties. As in the case of action box 728, the called and calling parties cannot
talk to each other while both are connected to the operator position.
FIG. 9 is a flow chart of subroutine T (900) for controlling calls to be
billed to a third party. A prompt announcement is returned from the automated
position which then listens for a response (action block 902). If the response is
35 "operator" then routine O is entered. If the customer flashes, routine O is entered. If
there is a timeout (action block 903) then routine O is entered. Finally, if tones are
- 20 - 2050376
detected, these are accumulated and tested to see if they represent a valid third
number (test 904). If not, the customer is given a l~plo~ )t (action block 905)
requesting that the third number be keyed. If, in response to this, the customerflashes, times out, or says "operator", then the routine O is entered. If the customer
5 keys a number, this number is tested to check if it is a valid third number (test 913).
If not, an announcement is played to the customer from the automated position
(action block 915) and the call is disconnected (action block 917). If a valid third
number has been recognized in test 913 or in test 904, then the customer is plolllpted
to announce his or her name (action block 907). This is recorded. The third number
10 keyed by the customer is sent as a data message to switch control 10 (action
block 909). Switch control 10 then determines whether a verification of the request
to charge that number is required (test 911). If no verification is required, the call is
set up to the called number (action block 919) under the control 10 of switch 1 and
the automated position is disconnected. If verification is required, the connection is
15 set up to the third number (action block 921). Test 923 determines whether the third
number answers. If not, then an announcement is returned from the automated
position and the call is disconnected or, according to the option of the operating
telephone company, the call is set up to an operator position (action block 925). If
the third number does answer, then the type of call is announced and the third party
20 is pl u-llp~ed to speak or key an acceptance (action block 927). The automated
position listens for a response from the third party (action block 929). If no response
is forthcoming, then the actions previously described for action block 925 are carried
out. If the third party responds with a "yes" or keys DTMF 9, then the third number
is released and the call is set up to the called number (action block 933), checks for
25 possible spontaneous voice mess~ging are performed as described hereinafter with
respect to FIG. 15. If the third party responds "no" or keys a DTMF 6, then the
actions previously described with respect to action block 925 are carried out. If the
third party does not respond, a lepro.npt is given from the automated position (action
block 931). If, in response to the replurllpt~ the third number answers "yes" or keys
30 in DTMF 9, then the call is set up as previously described with respect to action
block 933. If, in response to the reprompt, the third number replies "no" or keys
DTMF 6, or does not reply, then the actions previously described with respect toaction block 925 are carried out.
FIGS. 10-12 deal with calls requiring the use of special operator teams.
35 Three types of special operator teams are described herein: a Spanish-speaking team
for handling operator assistance calls from customers who prefer to use Spanish in
- 21 - ;~05(~376
their communication with telephone operators, a second team for setting up
conference calls, and a third team associated with a customer credit and servicebureau for handling customer inquiries on billing and for handling requests for
refunds. Other specialized teams such as teams speaking languages other than
5 English and Spanish could also be used for handling special categories of calls.
Furthermore, it may be desirable to have operator teams which specialize in
particular classes of operator assistance calls such as a team which specializes in
person-to-person calls. The use of access codes keyed by customers with DTMF
terminals, or spoken comm~n-1s, can be used to route calls to an applo~liate team. In
10 order to utilize operators most efficiently, it may also be desirable to have traffic
flow between teams where there is a temporary overload on one of the teams.
FIG. 10 is a flow diagram for subroutine S (1000) for responding to a
spoken or keyed request for a Spanish-speaking operator. The system first retrieves
the call data for the originating customer and data associated with the called number
15 in order to prepare to set up an initial display for the operator who will handle this
call. In addition, an initial transaction record is made in order to prepare for future
billing of this call (action box 1002). Next, a test is made (decision box 1004) of
whether a Spanish-speaking operator (i.e., an operator on the specialized Spanish-
speaking team) will be available within a predetermined interval. If so, then the
20 customer is connected to a Spanish-speaking operator (i.e., a member of the
specialized Spanish-speaking operator team) whose operator position has been
initi~li7ed with the display of pertinent data generated by the control of switch 1
(action box 1006). Thereafter, the call is processed in essentially the same way as
calls to the general operator (as described with respect to FIG. 4). If no Spanish-
25 speaking operator is available within the predetermined interval, as indicated by the
length of the queue of requests for a Spanish-speaking operator, then the call is
connected to a general operator whose position will be initialized with the
apl)fo~.iate display of pertinent data (action box 1008). This general operator will
then handle the call in the same way as other general operator :~si~t~nce calls.FIG. 11 is a flow diagram of subroutine M (1100) which is entered when
a customer either dials the access code for a conference call operator or when the
customer speaks the word "conference". FIG. 11 is very similar to FIG. 10 exceptfor the fact that the conference operators have access to special facilities notavailable to members of some other operator teams for setting up multi-party
35 conference calls. Initially, the system retrieves the account data for the calling
customer and, if the calling customer has already dialed at least one number of a
20S(~376
- 22 -
multi-party conference call, then establishes a connection for any such called
customers on this call. The system then makes an initial transaction record for
subsequent billing processing (action box 1102). Next, decision block 1104 shows a
test to see whether a conference operator will be available within a predetermined
5 interval. This test is based on the length of the queue for conference operator
requests. If a conference operator will be available within a predetermined interval,
then as soon as a conference operator is available the calling customer will be
connected to a conference operator; the operator position will be initi~li7yl with the
display of pertinent data gathered by the control of switch 1 (action box 1106).10 Otherwise, if no conference operator is available within the predetermined interval,
the calling customer will be connected to a general operator whose operator position
will be initi~li7~.rl with the appropriate display of pertinent data (action box 1108).
FIG. 12 is a flow diagram of subroutine B (1200) entered when the code
for a request for an operator from the customer credit and service bureau has been
15 keyed by a customer with a DTMF terminal or the word "billing" has been spoken
by a customer. In order to reduce the work time of an operator from this bureau, a
prompt announcement is returned to the calling customer requesting the number ofthe account to receive credit. This number, in general, is the customer's directory
number, but may also be a third number which is to receive credit in case the
20 customer query is with respect to a bill to third number call, or may be a calling card
number (action box 1202).
In response to the prompt announcement, the customer who is connected
to an automated position (action block 200) may key in a number if he has a DTMFterminal, may speak a response, may flash, or may do nothing. Test 1204 determines
25 which of these actions has been taken by the customer. If the customer keys in a
number, test 1206 is used to determine whether the number is a valid account
number. If the number keyed in is a valid account number, then an announcement is
returned to the caller stating the account number to allow the customer, to verify that
the proper account is being handled, and data is retrieved from the data base of the
30 customer credit and service bureau (action box 1208). One way that this data could
be retrieved is if the data were located in a remote data base such as data base 20,
accessed via data network 18 (FIG. 1). From the retrieved data the restrictions on
the calling customer are determined and the system then makes an initial transaction
record of this call (action box 1208). This initial transaction record is available for
35 possible use in generating traffic data, and, as an initial record for possible use in
conjunction with additional information, to provide apyloyliate credit to the proper
- 23 - 2050376
account. Such initial records may also be useful to identify customers who generate
excessive numbers of billing requests. The initial transaction record may also
contain data which can be useful for subsequent analysis in order to identify possible
sources of fraud.
At this point, the system is ready to connect a credit operator and in
test 1210 a determination is made whether a credit operator will be available within a
predetermined interval. If a credit operator (i.e., an operator from the customer
credit and service bureau) is available, a connection is set up from the callingcustomer to the credit operator; the credit operator position is initi~li7~od with a
10 display of the pertinent data gathered by the system (action box 1212). If no credit
operator will be available within the predetermined interval, the customer is
connected to a general operator whose operator position will be initi~li7ed with the
appropliate display of pertinent data (action box 1214).
Returning now to test 1204 which checks on the response of the calling
15 customer to the prompt announcement, if the calling customer's response is a spoken
message, this message is analyzed (decision box 1220). If the message consists of a
series of numbers representing a valid account number, then action box 1208 is
entered in order to return an annollncement to the customer stating the account
number, to retrieve account data, and determine restrictions and make an initial20 record as previously described. If the customer's message consists of the word
"operator", then the system retrieves the account data for the calling customer
terminal, determines the calling customer restrictions and makes an initial
transaction record (action box 1222). At this point, the system is ready to set up a
connection to a credit operator by entering test 1210 for credit operator availability
25 as previously described.
The action box 1222 is also entered if the customer's speech is not
recognized by the system as representing an account number, in the same way as if
the customer had spoken the word "operator". Also, if the account number spoken
by the customer or keyed by the customer is not valid, then, action box 1222 is
30 similarly entered. Finally, if the response to the prompt announcement as
determined by decision block 1204 is either a flash or the customer fails to respond
within a predetermined interval as detected by time out block 1224, action box 1222
is similarly entered.
Note that the facilities of the voice processing unit are used extensively
35 in this subroutine to minimi7e the amount of data which is tr~ncmitted verbally from
the calling customer directly to the credit operator; as a result, the work time of the
- 24 - Z050376
credit operator is substantially reduced.
FIG. 13 is a flow diagram of an ~ltçrn~te method of handling calling
card calls by customers who have not keyed in their calling card number. In the
alternate method of FIG. 13, represented by subroutine K' (1300), spoken calling5 card numbers are recognized. The initial step (action box 1302) for subroutine 1300
is the same as the initial step (action box 602) for subroutine 600. Further, if it is
determined that no calling card call is allowed, the actions represented by action
box 1306 and 1308 are the same as the action boxes 606 and 608 of subroutine K
(600). However, if a decision is made that a calling card call is allowed, then a
10 prompt announcement is returned to the caller (action box 1310). The caller
response is analyzed (decision box 1312). If the caller has keyed tones, test 1314
determines whether these tones represent a calling card number: if not, the customer
is connected to an operator, if so, after checking (action block 1316) and validating
(test 1317) the calling card number, standard automated Calling Card Service
15 treatment (action box 1319) is accorded to the calling customer; checks for possible
spontaneous voice mçss~ging are performed as described hereinafter with respect to
FIG. 15. If the number is not valid (negative result of test 1317) the system returns
control to action block 1310. If the caller's response to the prompt announcement is
either a flash or no response within a predetermined interval (timeout, action
20 box 1313), then subroutine O is entered and the caller is connected to an operator. If
the caller speaks, this speech is analyzed in decision box 1320. If the speech is
interrupted by a flash or the customer's response is anything else other than a calling
card number, or if the customer does not respond within a predetermined interval,
subroutine O is entered and the calling customer is connected to an operator. If the
25 calling customer speaks a calling card number, this number is repeated back to the
caller (action box 1322) along with a request that the caller verify the calling card
number. The caller's response is analyzed in decision box 1324. If the response is
recognized as "yes", then standard automated Calling Card Service treatment is
provided for this call (action box 1316). If a "no" is recognized or any other speech
30 is recognized, or if there is no response within a predetermined interval (timeout,
action box 1326), a transfer is made to subroutine O and the customer is connected
to an operator. If experience indicatçs that it is not necessary to repeat calling card
numbers to the calling customer, this step can be bypassed at the option of the
telephone company. This is entirely possible since all calling card numbers are
35 verified and it is unlikely that recognition errors would result in a valid calling card
number.
205037~i
- 25 -
Note that in all of the sequences described above, a customer is
connected to an operator if a customer having a DTMF terminal keys a 0, if a calling
customer flashes, or if the automatic speech recognition system fails to recognize an
appropriate expression after appropriate repro.llpt tones or announcements.
While this description has been in terrns of having customers key longer
sequences of digits such as calling card numbers or third numbers, it is also possible
to have customers, especially those calling from rotary dial stations, speak thenumbers and to use the automated position to recognize the spoken numbers. The
sequences following the recognition of a series of spoken numbers are essentially the
10 same as the sequences following the recognition of a series of DTMF signals. The
invention described herein may be readily updated to incorporate improved speechrecognition technology to recognize long strings of digits as such technology
becomes available.
FIG. 14 is a block diagram of an automated position group 50. The
15 automated position group is connected via four ISDN digital subscriber lines
grouped into entity 49 to corresponding ISDN T-interface line cards 1417 in
switching network 12 of the operator assistance switch. Each of these digital
subscriber lines is tennin~ted to an ISDN Personal computer Interface Board
(IPIB) 1401. This personal co~llpulel interface board 1401 has as outputs both a D-
20 channel output 1421 for conveying data messages between the switching networkand the control equipment of the automated position group and a voice-channel
output 1423 for co..,...~ icating with an automated position TIP/RING (T/R)
interface module 1403. The interface module 1403 includes common circuits 1404
for interfacing to the time division multiplex bus 1415 and to four individual voice
25 interface circuits 1402 for interfacing with the B-channels of the four ISDN interface
boards 1401. The T/R interface module 1403 reconverts the analog voice-channel
output of the IPIB to a digital signal; provides a line-equivalent balancing network
(in contrast to the IPIB which provides an operator position equivalent balancing
network); and provides the equivalent of DTMF receivers for detecting DTMF. The
30 B-channel carries voice signals and DTMF tones from the calling or called
customers connected to the line card 1417. The TIP/RING interface module 1403
conveys voice signals to time division multiplex bus 1415 for communication to the
speech processing board 1405. The speech processing (SP) board processes speech
signals and communicates with personal computer 1407 over an Advanced
35 Technology (a common PC state of the art) bus 1413. The SP provides
announcements and prompts, and receives spoken input which it processes to
2~5~S376
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recognize the words of that input. It is also used for recording a spoken name (for
example, for collect calls) and applies speech recognition g~ llal rules. Bus 1413
is a 32 bit PC bus for communicating among the blocks connected thereto. Local
Area Network (LAN) interface 1419 is used to control bus 1413. The speech
5 processor board identifies the spoken input and passes this data to PC 1407 which
applies additional grammar checks using a software data interface process.
Memory 1409 is a PC expansion memoN, a random access memoN~ (RAM) to
provide adequate RAM for the PC. The disk 1411 is a standard PC disk used for
storing system software, drivers, program, office data, and digitized announcement
10 and prompting phrases. The PC communicates data messages over one of the D-
channels 1421 to one of the line cards 1417 and receives messages from the operator
assistance switch over the same D-channel. A particular call is associated with a
particular D-channel and line card while being seNed. The messages that are
exchanged over this D-channel are exactly the same messages as are used in
15 co,. ."~ icating with an operator position staffed by a human being and used for
controlling the display of that operator position and for sending data representing
information keyed by the operator to the operator as~ict~nce switch.
The arrangem.o.nts of FIGS. 1 and 14 can also be used to offer
spontaneous voice message service. If these arrangements are used for this purpose
20 then the call completion action blocks are augmented by the sequence of the actions
shown in the flow diagram of FIGS. 15-16. The augmentation is to offer
spontaneous voice mess~ging service in case the call cannot be completed becausethe called party is busy or does not answer.
Test 1502 is used to lepresent a test to check whether the switch offers
25 spontaneous voice message seNice. In practice, such a test would not be required
since if the switch did not offer spontaneous voice message seNice, the details of
FIGS. 15-16 simply would not be implemented. However, to show the flow of
actions, if the switch does not offer spontaneous voice message seNice, then theautomated position is released (action block 1504) and the call is set up in the30 conventional way (action block 1506). If, however, the switch does offer
spontaneous voice message seNice, then the call is set up but the connection to the
automated position is m~int~ined (action block 1508). The call being set up is
monitored from the automated position (action block 1510). If a disconnect is
detected the call is disconnected (action block 1512). If an answer is detected, the
35 call is completed conventionally (action block 1514). If a busy signal is detected or
a timed no-answer is detected, then an offer to set up a VMS call is announced to the
2050~76
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caller (action block 1516) from the automated position (action block 1516). During
the announcement, if an answer is detected then the call is completed conventionally
(action block 1514). If a spoken "no" is detected, the spoken "no" is ignored (action
block 1517) in order to allow the caller to wait for a possible answer and to detect a
5 disconnect leading to the disconnection of the call (action block 1512) after the
customer stops waiting. However, if the customer, after responding "no" to the VMS
prompt, continues to wait for a possible answer and exceeds a specified time-outperiod, the caller will be prompted for a final time (i.e., 1516), if a "no" is detected,
the call will be disconnected (i.e., 1512). If a spoken "yes", a keyed 9 (for y or yes)
10 or a keyed *867 (equals *VMS) is detected, then the forward connection to thecalled customer is released (action block 1518). The same action is performed if the
calling customer keys *867 prior to the time of a timed no-answer. Following action
block 1518, a test is made to see if the call is a collect call (test 1520). It would be
against telephone company policy to allow collect calls for voice message calls since
15 the voice message recipient has no opportunity to deny the collect call. It is, of
course, possible in the future that a check can be made to see if the called number
accepts collect voice message calls in which case a positive result of such a test
would be treated in this flow chart as the equivalent of a "no" on the collect call test.
At any rate, if the output of test 1520 is positive, then an announcement is made to
20 the caller to offer a calling card option (1522). If this offer is refused (as detected by
a disconnect or the absence of a spoken "yes" or keyed 9) then the call is
disconnected. If the offer is accepted, then the call is completed as a VMS calling
card call including obtaining the customer's calling card number. Further, details of
special call types are entered in the record of the voice message call to prepare for
25 the special call delivery option described with respect to FIG. 17. If the call was not
a collect call, a test is made whether the call was a calling card call (test 1526). If so,
then the actions of block 1524 excluding the actions of obtaining the calling card
number are performed to complete this as a VMS calling card call.
If this was not a calling card call, then alternate billing is offered for this
30 VMS call (test 1528). If the offer is accepted by the customer saying "yes" or keying
a DTMF 9, then action block 1531 is executed. Otherwise, action block 1530 is
executed and the VMS call is completed using the present type of billing. This
action includes recording special call type details if necessary. Action block 1531 is
an announcement asking how the calling party would like to pay for the call. If the
35 calling party says "station paid" or keys DTMF 1, then test 1532 is executed. If the
calling party says "calling card" or keys DTMF 2, then action block 1524, previously
2050376
- 28 -
described, is executed. If the calling party says "bill to third" or keys DTMF 3, then
action block 1539 is executed. Otherwise the call is disconnected (action
block 1512). Action block 1539 requests the third party number and checks for
acceptance in generally the same way as discussed previously with respect to
5 blocks 923 et seq. If the charge is accepted, then the SVMS call is completed as a
bill to third party call (action block 1540). Otherwise, if the charge is rejected, the
call is simply disconnected (action block 1512).
If, in response to the announcement of action block 1531, the customer
stated "station paid" or keyed DTMF 1, then test 1532 is performed to check whether
10 the call is from a coin station. If not, test 1533 is performed to check whether the
call is from a hotel having individual room billing. If not, then the spontaneous
VMS call is completed and billed as a sent paid call (action block 1536). If the call
is from a hotel, then an announcement is made to request the hotel room number
from the caller (action block 1534). If the room number is successfully obtained,
15 then the SVMS call is completed as a bill to hotel room call (action block 1535). If
the caller fails to supply the hotel room number, the call is simply disconnected
(action block 1512).
If test 1532 determines that the call is from a coin station, then the
amount of the charge for an SVMS is determined and the required deposit is
20 requested. If the customer fails to deposit this amount of money then the call is
disconnected (action block 1512). Otherwise, the call is completed as an SVMS coin
call (action block 1538).
The calls which are established using the methods of this specification
are voice calls, data calls and facsimile calls.
An additional service which can be offered using the facilities of an
automated op~ator is the following. Customers are assigned a specific individualtelephone number which may be a number in the 1-700, 1-800, or 1-900 block whichwill be routed to a switching system containing prerecorded phrases in the voice of
that customer. These phrases might be phrases such as: "Mom," "Broker," "Office,"
30 "Home," "Secretary," "Bob," "Betty," etc. The customer would dial his or her
personal number, would be connected to this switching system and the switching
system would select the prerecorded phrases based on that customer's specific
number. Then, when the customer speaks, one of the prerecorded phrases, the
automated operator system would match that phrase against one of the prerecorded35 phrases to determine the destination desired by the customer. Once that destination
has been ~leterminçd, the directory number of that destination is found and the call is
2~)50376
- 29 -
completed to that directory number. Subsequently, if the call is to a busy telephone
or is not answered spontaneous voice message service can be invoked. These actions
are described with respect to blocks 1550, 1552, and 1554. Block 1550 indicates
that when the customer dials this personal number, that caller is connected to a5 system having an automatic operator that contains the stored phrases of that
customer and the customer is connected to such an automated operator (action
block 1550). The customer speaks the phrase identifying the destination (action
block 1552) and the automated operator identifies the number associated with that
phrase (action block 11554. Thereafter, the call is set up and monitored for a
10 possible SVMS request (action block 1508 et seq.).
FIG. 17 is a description of call delivery from a voice message system or
from an automated position for providing voice message service as described herein.
A previously recorded message is considered for delivery to the called customer by
first setting up a connection to the called customer (action block 1602). Such
15 at~e~ are made according to scheduling algorithms which are well known in theart and are described, for example, in [reference on delivery of voice messages]. If
there is a time out with no answer, the call is disconnected (action block 1604) and
another attempt will be made according to the previous history of delivery for that
call as ~men~l~l by the fact that there has been no answer detected (action
20 block 1606). If a busy signal is detected, then the call is disconnected (action
block 1608) and another attempt based on the schedule of having encountered a busy
signal is tried later (action block 1610). If an answer is detected, then a test 1620 is
performed to detect whether this is a special service call. If not, the voice message is
delivered (action block 1622). If so, the called customer is plo-l~ted for an
25 identification. This prompt may be proceeded by an identification of the destination
customer (action block 1624). If the customer speaks or keys the proper
identification which is a personal identification number (action block 1626),
test 1628 checks whether the identification is correct. If so, the voice message is
delivered (action block 1622). If not, a counter is incremented (action block 1630)
30 and a test 1632 is made whether the identification has been keyed more than three
times. If so, the call is disconnected and a record is made that someone is trying to
access the voice message. If not, the called customer is given another chance to key
the correct identification. This kind of service can be provided by giving the called
customer a 700 number and recording in the database for that 700 number, the POTS
35 directory of that customer so that the call can be completed if the customer is
available and by storing the customer's personal identification number. If a caller
205037~i
- 30 -
wishes to leave a voice message and does not wish to try to complete the call, then
the caller can simply press *867 imm~liAtely after dialing in order to request the
voice message service. Advantageously, such an arrangement ensures that private
messages are delivered only to the appropriate recipient.
This arrangement can also be used for setting up l+ calls, (i.e., calls
which are not of an operator assistance type). If such a call is received in switch 1
(action block 1540, FIG. 15), then test 1542 determines whether the caller has SVMS
service. This test is performed as described in U.S. patent 4,932,042 by querying the
translation ~t~ba~e of switch 1 to determine whether the customer has that service.
10 In some cases, a telephone operating company will choose to offer the service to all
customers. The customer is identified by an automatic number identification
forwarded from the end office connected to the customer or is simply identified by
the location on the switch if the switch is an end office for that customer. If the
caller does not have SVMS the call is set up conventionally (action block 1544) but
15 if the caller does have SVMS then a connection is set up to an automated position for
monitoring the call (action block 1546) and thereafter the actions described above
with respect to action block 1508 et seq. are performed.
By equipping the automated position group 50 with an appropriate
program in its PC 1407, voice message service can be provided from the automated20 position group and further the additional program to provide spontaneous voice
message service can also be provided from PC 1407. Disk 1411 is used for storingvoice messages and speech processor 1405 can be used for recognizing speech (such
as spoken numbers and "yes" and "no" for detecting dual tone multifrequency
(DTMF) signals keyed by customers and for detecting busy tone and answer signals25 as received from a called switch. The programs for controlling voice message
service are well known in the art. The programs for controlling spontaneous voice
message service have been described herein and for providing spontaneous voice
message service on non-operator calls from another switch have been described inU.S. Patent 4,932,042. ~lten~tively, centralized voice message service can be
30 utilized in conjunction with the principles of this invention by switching a call to a
centralized voice message system at the time that a decision has been made to
complete a VMS call (action block 1524 or action block 1530 of FIG. 16). These
action blocks would simply be replaced by an action block to fo~ ward set up a
connection to a voice message center and to forward to that voice message center the
35 accllmlll~ted records for the call. The voice message center can effect delivery
including the delivery of special service calls in the same way as the automated
205037~
- 31 -
position group adapted to provide spontaneous voice message service. A third
option is to provide a voice messaging system 52 (FIG. 1) attached to the operator
switch.
It may be desirable to provide a number of specialized automated
5 position groups having a large amount of disk space available to provide voicemessage service while the rest of the automated position groups are primarily
dedicated to h~n~lling operator functions. If this decision is made, then at the time
when a decision is made to set up a voice message call the call is rerouted to one of
these specialists automated position groups; this specialist automated position group
10 then also performs the message delivery function of FIG. 17.
FIG. 18 is a flowchart of the method for allowing subscribers to
prerecord phrases for subsequent recognition by an automated operator as described
with respect to block 1550 et seq. The subscriber dials a special directory change
number, presumably an 800 number, which gives that subscriber and all other
15 subscribers served from the automated position group in which the subscriber
phrases are stored, the recognition capabilities for recognizing that subscriber's
phrases (action block 1702). The subscriber is p~ pted for the outbound number
that is dedicated to that subscriber for the service (the 700, 800, or 900 number
assigned to that customer) (action block 1704). The subscriber enters the appl~pliate
20 outbound number via DTMF (action block 1706). The subscriber is then promptedfor a personal identification number to make sure that only the authorized subscriber
can change the list (action block 1708). The subscriber enters the personal
identification number via DTMF (action block 1710). A~sllming that the personal
iclçntification number is correct (if it is not correct the subscriber may be re-
25 promp~ed and subsequently be disconnected), the subscriber is asked if he/she wishsto add or delete an entry or quit (action block 1712). The subscriber speaks a choice
(action block 1714). If the choice is "quit", then the call is disconnected (action
block 1750).
If the choice is "add", then the subscriber is plolllpted to enter the phone
30 number of the new party by DTMF (action block 1716). The customer is then asked
to speak the identity of the client three times (action blocks 1718, 1720, 1722). The
entry is then added to the subscriber's list (action block 1724), and action block 1712
is reentered.
If the subscriber speaks the word "delete", then the subscriber is
35 pl.,lllpled to speak the identity of the entry to be deleted (action block 1730).
Test 1732 is used to check whether the identity is recognized. If the identity is
- 32 - 2050376
recognized, then the entry is deleted and an announcement to that effect is made(action block 1734), a count (discussed hereinafter with respect to action
blocks 1736 and 1738) is reset, and action block 1712 is reentered. If the identity is
not recognized, then a count is incremented (action block 1736) and test 1738 isS performed to determine whether the count is still less than three. If so, then action
block 1730 is entered; if not, action block 1712 is entered.
The above description is considered to be only an illustrative
embodiment of the invention. Other alternatives are possible without departing from
the scope of the invention. For example, a service to the handicapped may be
10 offered by asking them to speak an identifying command followed by a spoken
directory number to allow them to set up standard, normally dialed, calls. Further, it
is possible to have many different tradeoffs between what is recognized by automatic
voice processing techniques and what is recognized only by use of an operator.
Prompting tones and prompting announcements can be selected based on experience
15 in human factors tests and can be changed as customers become more sophisticated.
It is to be understood that various and numerous other arrangements may be devised
by one skilled in the art without departing from the scope of the invention. Theinvention is thus limited only as defined in the accompanying claims.
