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24BTHOn AND SY STRM FOR DIRFCTORY ASSISTANCB SBRVICZS
Field of the Invention
The present invention relates to systems for
providing directory assistance services. More
particularly, the present invention relates to a
directory assistance service with flexible connectic-i
options so that a caller can more readily communicate
with a party that is presently unavailable.
Background and Summary of the Invention
Telephone directory assistance services ha=Le
been available for the past century. While improvements
have been made over the decades, such systems are still
poorly suited for many users, including in particular,
subscribers of mobile telephone services (e.g., cellular
and personal communications service ("PCS")
subscribers).
In prior art directory assistance services, a
customer dials an operator and identifies the name and
address of a party whose telephone number is desired.
The operator then locates the number, using printed
directories or a computer database, and provides the
number to the customer. (The provision of the number is
sometimes done by the live operator, but more typically
is done with a synthesized voice response unit that
provides an automated voicing of the number.) After the
customer's inquiry has been satisfied, the connection to
the operator is terminated.
While satisfactory for most customers, this
arrangeiaent is ill-suited for many mobile telephone
and/or PCS customers. For one, such customers are
usually away from their.general woik environments (e.g.,
in a vehicle), and thus may not have ready access to a
pencil and paper in order to make a note of the desired
number. (Even if such materials are available, the
customer may not find it convenient to interrupt other
activities, e.g., driving, in order to make a note.) In
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addition, the process of initiating a second call -- to
tt,ie dasired party -- entails further manual operations
(e.g., hanging up, waiting for Lriother dial tone, and,
dialing) which may be a hindrance to the custo.ner's
other activities.
The present assignee has redressed certain of
these difficulties uy providing a directory assistance
service that eliminates the need to make a note of the
desired number, or undertake a redialing exercise.
Instead, after determining the telephone number desired
by the customer, rather than voicing it to the customer,
the directory assistance operator proceeds to initiate a
call to the desired party, and connects the new outgcing
call to the original custoner. This arrangement
obviates the need for the customer to make a note of the
voiced number, or to undertake a redialing exercise.
Powever, the nurri: er can still be voiced to the customer
if desired.
Rather than dropping all further involvement
with the call, as is typically done with most directory
assistance systems, the assignee's directory assistance
system continually monitors the conr2ction thereby
established for a predetermined DTMF sigial issued :)y
the customer, such as that obtained by pressing the
"*" button. If such a signal is detected, the customer
is transferred who can then provide whatever further
assistance is needed. By this arrangement, the press of
a single button by the customer suimnons further
directory assistance, rather than the redialing
procedure normally required.
Ho=vever, if the initiated call is not completed
because a "busy" tone is received, or a continuous
ringing signal for a non-answering party is received,
then the customer must either immediately contact the
directory assistance operator again (e.g., with the
press of a single button as was described above) or
hang-up and re-connect to the directory assistance
operator again at a later time by unCertaking a
redialing exercise.
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If the caller re-conr.zcts to the directory
assistance operator, the c.parator can re-initiate the
call, rut if the line is busy, or the party is r.ot
answering, then the caller must either write down the
desired number, or call the directory assistance tiervice
again at a later time. Both of these options are un-
satisfactory for many cellular telephone custemers as
they disrupt-the customer's activities.
In accordance with one preferred embodiment of
the present invention, a directory assistance service is
provided which alleviates the busy signal and nDn-
answering parties problems. For example, in one
embodiment, a caller =aho wishes directory assistance
services is connected in the conventional manner to a
directory assistance operator who determines the
destination telephone number desired by the caller. The
operator and the system, ther. initiates the call
connection to the destination telephone number for the
caller.
If a busy signal (or any other non-rinying c.-
intercept signal, e.g., re-order, disconnected number
tone, tri-tone, etc.) is detected, an on-line call
monitorinS and reporting system drops the connection to
the busy called party, and a voice response unit plays a
message to the caller with the following optior.s: (1) to
laave a message for the busy called party; (2) to
listen to a voiced play back of the telephone number
just called so the caller can write dowr. the number for
future unassisted calls; (3) continue calling the
requested party every N minutes, where N is determined
by the callex or set by default (e.g., set by the
service provider); (4) call the requested party again;
(5) page the busy called party at anotber number; or (6)
to return to the directory assistance operator for
further assistance.
If the caller chooses option (1), the caller can
record a veice message, or send an alphanumeric
character message. The caller can also choose this
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oFtion at any time by pressinc; the "M" (the number six)
key or other predetermined key(s).
The directory assistance service will atte<apt
to contact the busy called party at specific duratiens
(e.g., once every half hour) to automatically deliver
the calling party's message (i.e., either a recorded
voice or an alphanumeric message). After a certain
number of unsuccessful attempts (e.g., 10 attempts), the
message delivery to the busy party is canceled. The
caller alsc hzs a "confirmation" optior. wherein the
directory assistance system calls the caller back to
corfirnn successful or failed delivery of the messace_
If the calling party chooses option (2), the
system provides an automated voicing of the n-:amber to
the caller. The caller can record this number for
future unassisted calls to the called party. The caller
can also choose this option at any time by pressing the
pound or number "#" key twice or other predet=rmine-d
key(s).
If the caller chooses option (3), the system
will continue calling the busy party at set intervals.
The caller can also choose this option at any time by
pressing the "C" (number two) key or other predetermined
key(s).
If the caller chooses option (4), the system
immediately redials the called party. If the line
continues to be busy, the caller can repeatedly select
this option to continue redialing the called party.
If the caller chooses option (5), the systam
pages the called party. Like option (1), the caller
also has a"confirmation" option wherein the directory
assistance system calls the caller back to confirm
successful or.failed delivery of the page. The caller
can choose from a predetermined set of alphanumr.ric
character messages to send with the page. The caller
can also choose this option at any time by pressing the
"P" (number 7 key) at any time or other predetermined
key(s).
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If the caller chooses option (5), the caller is
returned to the directory aasistai,ce operator. If the
caller has not responded after a predetermined time-out
period, the system preferably defaults to option (5) and
automatically rcturns to an operator. At any time the
caller can press the star "*" key to return to an
operator. The directory assistance operator can then
provide further "live" assistance to the caller.
If a ringing signa?. for a non-answering party is
detected, an on-line call monitoring and reporting
system would after a pre-determined interval, mute
(i.e., attenuate or remove) the ringing tone "Lor the
caller while the actual ringing of the called party
continues. A voice response unit plays a message for
the caller with the following options: ;1) to leave a
niessage for the busy called party; (2) tr listen to a
voiced play back of the telephone number just called so
the caller can write down the number for future
unassisted calls; (3) to continue calling the requested
party at selected intervals; (4) to page the busy called
party; (5) to return te.a,adible ringing for the call; or
(6) to return to the directory assistance operator for
further assistance;
If the caller chooses option (1)-(4), the same
scenarios described above for the "busy signal" take
place. If option (5) is chosen, the system continues
ringing the called party. The system defaults to one of
the options (e.g., option (5)) if the calling party does
not make a selection within a predetermined time-out
period.
The ability to leave a message or page that is
automatically delivered to a busy, or non-answering -
party provides a number of benefits to the caller, the
busy and/or non-answering party, and the directory
assistance service. The caller does not have to record
the called party's phone number, or initiate a second
call to the.directory assistance service at a later time
to try and contact the desired party whose number is not
initially known. The caller can also receive
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confIrmation of successful or failed delivery of the
message or page, relieving the caller of the burden of
checking as to whether or not the recorded message
actually did get delivered. Thus, interruptions to *_tie
cal:er's activities are kept to a minimum, which is
important whe;i the caller is using a mobile telephone or
PCS device. Minimal interruptions are also important to
land line callers.
A caller ca*i also leave a message for a bu3y
party, and/or a non-answering party without an answering
machine, ne=ther of which is normally possible. In
addition, a message c,r page can be left with a non-
answering party who is using another telephone service
feature (e.g., call waiting) which would normally
prevent a caller from making a connection and leaving a
message, even if the non-answering party had an
answering machine.
The called party will receive messages that
could normally not have been delivered. Thus, the
called party is less likely to miss an imporcant
niessage. The directory assistance service also benEfits
since directory assistance operators can cpend more time
opeaking to and connecting new callers, instead of
c.:ntinuously interacting with a caller who is
experiencing a busy signal, or a non-answering party.
In another embodiment of the present invention,
a caller can provide input choices by speaking the name
of the input buttons that are normally pushed. For
example, if the caller was asked "to press or speak one"
for a response, the caller could speak the word "one,"
thereby choosing response number one. Therefore, a
caller who encounters a busy (or other intercept signal,
e.g., reorder, disconnected number, etc.) or non-
answering party for example, can leave n recorded
message for the party without any additional keypad
input after dialing the directory assistance service.
Speaking the responses to menu questions offers a
substantial benefit over directory assistance services
which require telephone keypad inputs. Mobile telephone
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customers who may be engaged in other activities (e.g.,
driving a vehicle) that make it inconvenient to
continually press keys on the telephone keypad, can
simply speak responses to menu item:a.
The foregoing and additional features and
advantages of the present invention will be more readily
apparent fr,= the following detailid description, which
proceeds with reference to the accompanying drawings.
ic Brief Description of the Drawincss
Fig. 1 is a block diagram (iepicting the hardware
used to implement one embodiment of the present
invention.
Figs. 2A-2E is a flow chart depicting the
process by which directory assistance messages for non-
answering parties are provided to a customer in
accordance with the Fig. 1 embodiment.
Figs. 3A-3E is a flow chart depicting the
process by which directory assistance messages for busy
parties are provided to a customer in accordance with
the Fig. 1 embodiment.
Detailed Descrintion
Overview of System
With reference to Fig. 1, a directory assistance
center 10 according to a preferred embodiment of the
present invention includes one or more Tl links 12 for
connection to customer networks, a private branch
exchange (PBX) 14, and a channel bank 16 for coupling to
a plurality of operator telephones 18. Each operator is
further equipped with a terminal 20 that includes a
video display unit and aMRTY.keyboard with associated
dialing pad. The operator terminals are coupled to a
terminal server 22, which in turn is connected over a
data network 24 to a database server 26. The data
network further connects to a PBX host computer 28 and a
voice response unit (VRU) 30. The data network consists
of, but is not limited to, a Local Area Network (LAN)
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supplemented by a number of point-to-point serial data
links.
The Ti links 12 provide connection between the
directory assistance ceri-er 10 and the cellular
carrier's switching center, through which incoming
directory assistance calls are received. The Ti links
12 further provide connection to the network over which
outgoing calls are placed (which network may be
different than that used for incoming traffic).
The PBX 14 is conven-~ional, and its operation is
governed by instructions stored in the PBX host computer
28. These instructions simply imple:nent the processes
hereafter described. In the preferred embodiment, the
PBX supports digital T1 telephone circuits, while in
other embodiments other PBXs can of course be used.
Includ._d in the PBX is digital signal processing
circuitry which provides the requisite conference
capability (described below), and dual tone multi
frequency (DTMF), and multi frequency (MF) tone
generation/detection capabilities and complete call
progress analysis (detection and reporting).
Incoming calls received by the PBX 14 are
connected to an available operator via a T1 circuit 32
that is connected through the channel bank 16 to an
operator's telephone headset 18. The operator headset
can be that of a standard telephone (e.g., shown in Fig.
1), a headset which is attached to the operator's head
and allows "hands free" operation (not shown in Fig. 1),
or any other variety of headsets known in art. If no
operator is available when a call is received, the call
is queued until an operator becomes available. The
queuing and call distribution is standard Automatic Call
Distribution (ACD).
The terminal server 22 simply serves as an
interface between serial devices, such as the operator*
terminals 20, and the data network 24, allowing the
terminals to log in as devices on the network.
The database server 26 provides operators with
the means to search for a customer's desired party, and
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determine the appropriate telephone number. In the
preferred embodiment, the database provides the
capability to search not just by name and address, but
also by type of goods/services and/or geographical
region. (E.g., the preferred database can answer
queries soliciting the names/numbers of shops carryi.,zg
model rocketry supplies in southeast Portland, Oregon,
or of Chinese restaurants on a given street.) Data
indexed ir. this fashion is usually not c.ommercially
available, so the present assignee tcarts with a
commercially available 3atabase file (e.g., the
Directory Assistance Database Source available from U.S.
West), and enriches it by adding further data manually.
Desirably, the results of the database search
presented on the operator's terminal 20 are not
alphabetized prior .to display, but rather s.re presented
in the order located by the database search engine. (If
desired, a deliberate randomization of order could be
effected before display. Businesses at the beginning of
the alphabet are thereby not unduly favored by customers
using the directory assistance service.)
The database software itself is conventional.
The presently preferred best mode is to use a relational
database, such as is available from Oracle. However,
much simpler software can alternatively be used, such as
DBase 4.
The voice response unit (VRU) 30 is incorporated
into the system to play the constantly repeated parts of
an operator's speech, namely the various greetings and
closings. Not only does this system provide a voice-
saving and monotony-relief function for the operators,
it performs a'brand_ng' function (i.e. the pre-
recorded messages incorporate the name of the telephone
company through which the ciistomer was routed to the
directory assistance service), and it also reduces the
amount of time an operator is actually connected to a
customer.
The VRU 30 is connected via the data link 24 to
the PBX host 28 and, via one or more '11 spans 32, to the
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PBX 14 itself. More than one VRU can exist in a system.
At appropriate stages ir. a call progression, the PBX
host 28 initiates a voice path ccnnection between the
VRU and the PBX such that the caller, or the caller and
the operator, are able to hear whateve:: pre-recorded
speech is piayed on that circuit by the VRU 30. It then
instr.ucts the VRU, via the data network, wha:: type of
message to Dlay, passing data parameters that enable the
VRTJ to locate the t.-asage appropriate to the call state,
_he service-providing telephone company, and the
operator. The recording density used is high enough to
provicie a sufficient quality of message playback that
most u3ers of the system should be unaware they are
iistening to a recording.
The PBX 14 detects ringing and busy sigr:als on
outgoing lines from the P9X host 28 using its coinplete
call progress analysis capability. The voice recording
and playback capabilities of the VRU 30 are utilized as
described below to provide a caller the option to leave
a recorded message for a busy or non-answering called
party. The VRU's voice record and playback capabilities
along with the PBX's dialing capabilities also are
utilized to try and contact a busy or non-answering
party at a later time and deliver messages and/or pages
requested by a customer as described below. Preferably,
the caller's phone n-amber is reported to the PBX 14 ir. a
conventional manner as a strina of data sometimes
referred to as the announced number identification
(ANI). The PHX 14 also utilizes a string of data
sometimes referred to as the dialed number
identification string (DNIS) as is conventionally known
for identifying a number dialed by the caller (i.e., to
the center 10) possibly with translation.
lJgthod af boeration
Customers of a particular telephone company
simply dial the access digits established for directory
assistance by that company. Examples of typical access
digits are "*555" and 1555-1212' and 04110.
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ihe participating telephone company's c+an
Ea:itching system will then.rrroute the call to the
direc*_orf assistance service center 10 (via a T1
channel), where-it appears =.a an incoming ca11.-
Automatic Call' Distribution (ACD) lagic is used
to queue incoming calls in an incoming call queue, (i.f
necessaryi and distribute calls to eperators in the
order in which they are received, and such that the call
traffic is distribttted evenly among the operators_
When a call is connected to an operator, the VRU
30 (also conferenced into the call) plays a.greeting
me4sage, using a-message pre-zecorded by the connected
operator. Both the operator and the callisg customer
hear the message, which incorporates t'. name of the
service or company to which the c:istomer is a subscriber
(in other words, the call is "branded"). Tne message
ends with a prompt, thus cuing the customer to volunteer
what information they are seeking.
When the automated greeting is couplete, the VRU
is disconnected, and tre operator and the customer are
left connected by a 2-way speech path. Fram this point,
the caller is interacting with a live operator.
In the event the VRU is non-functianal (for.
whatever reason), the '-ncoming call is coffiected to the
operator and a short "trill," or "zip" tone is played to
indicate that a caller is on the line. =(Note that once
operators are logged in to the system, they wear
headsets, and have their telephones 18 permanently off-
hook. Their telephones do not ring when a call is
presented.) The operator then speaks a greeting and
prompt in real time, instead of the VRU p3aying a
message.
If the caller requests information concerning,
for example, local theater performances, the operator
speaks a response to the request. After the query is
answered, the caller is released from the call, an3 the
operator becomes available to handle further calls.
If the caller is seeking directory assistance,
the operator engages in live dialogue to establish the
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name and other pertinent information of .he wanted
party, and then initiate a datat;ase sear*_h'using the
ooerator terr.=inal 20 and assr,ciated"dataase serrer 26.
?n the event of an unsuccessful search, the operator
will use alternative sources, such as the Electronic
White Pages (EWP) or even printed directories.
The operator can connect the call=_-r to the
wanted party's r.limbPr using a-se of severa. possible
methods of call transfer, which include p_~_marily Blind
Transfer (also known as "connect') and Ho:iine Transfer
(also known as Yconference co nPcti) described below,
and also several sub-options to these call transfer
methods. Alternatively, at the c-alle_'s aption, the
operator or VRU 30 can simply voice the nunber to the
caller.
In either case, the call transfer '_s invoked by
sending a sequence of digits.(!t: inclc:des the wanted
party's number) to the PBX host 28. The ccaventional
method of doing this is simply dia?ing the digits on the
operator's telephone handset (having first depressed the
"flash" key to obtain dial tone). This met:od is always
available. A much quicker and more accuratt call
completion method is generally preferred: the operator
highlights the desired database entry on the screen of
the terminal 20, and then initiates Blind or Hotline
transfer to that number by entering a few keTstrokes on
the terminal keyboard. In this case, the database
server 26 transmits the eame digi2i sequence as part of a
message to the PBX host 28, via the network 13.
14l=tnmared Call ComQletion Method
More specifically, in the preferred astocated
call completion method, the operator locates the desired
listing in the database, and presses the "ent~er" key at
the operator terminal 20 to select the listirr.
Whereupon, the operator terminal 20 display a main call
completion menu along Mith a oelected lioting. Cne
example of such a menu is as follows:
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Mai~. Call Completion Menu
------------------.------------
1) Connect with Transfer back
2) Connect with NO Transfer back
3) Confereni~e connect with Transfer back
4) Conterence connect with NO Transfer back
5) Provide number before connectien
6) Supervisor
7) Manual Dial
8) No connect
Options (1) and (2) of the main call completion
menu initiate the "Blind Transfer" to the selected
listing as described more fully below. Options (3) and
(4) initiatethe "Hotline Transfer" described more fully
below. Option (5) initiates an automated (e.g.,
synthesized or recorded) voicing of the wanted number to
the calling pacty by the VRU 30. Option (6) is selected
by the operator to summon the operator's supervisor for
assistance handling the call. Option (7) overrides
automated dia=irg of the selected listing, and allows
the operator to manually dial a number at the operator
terminal 20. Option (8) cancels call completion.
When the operator selects option (7), the
operator terminal 20 displays a call completion sub-menu
such as follows:
Manual Dial Call Completion Sub-Menu
------------------------------------
Enter telephone number
1) Connect with Transfer back
2} Connect with-NO Transfer back
3) Conference connect with Transfer back
4) Conference connect with NO Transfer back
5) ;:rovide number before connection
6) Supervisor
7) Change Number
8) No connect
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Upon selection of any of the conn.:ction optioiis
(1) - (4) of either the main call completion menu cr
manual dial call comipletion submenu, the database servt_
26 sends a data packet to the PBX host ?8, via the
network 24. The data packet contains the approariate
station IA and the digit sequence of the selected
listing or manually entered telephone number in the case
of option (7), The PBX host 28 creates a conference
bridge with the caller and the called party, then either
completes the "Blind Transfer" in the case of options
(1) or (2) or coritinues with the "Hotline Transfer" in
the case of options (3) or (9). In the case of options
(1) or (3), the tone triggered return transfer operation
which is described more fully belo-e is enabled during
the call. In the case of options (2) or (4), the tone
triggered return transfer or transfer back operation is
disabled as also discussed more ful:-1 below.
Blind Transfer Connectio,i
"Blind Transfer" is the normal means by which an
operator establishes a connection t;etween the caller and
the wanted party's number. As soon as the PBX hos: 28
receives the Blind Transfer command (whether from the
database server 26 or the operator's telephone set 18),
an attempt is made to establish a route out of the PBX
14. If successful, the circuit is seized and the
address digits propagated, using the protocol the
circuit is configured for: the operator is released
from the call and made available to receive further
calls. If the VRU 30 is operational, it is comaoaa3ed to
play a closing message (pre-recorded by the just-
released operator). if the VRU is not available, the
operator speaks the closing message before initiating
the transfer. Optionally, the outgoing call set-up can
be initiated sometime before the closing message
completes (e.g., at a time equal to the average or
expected time of call set-up prior to the completion of
the closing message). The VRU status is known by
whether the call was initiated by a VRU-played greeting,
or by zip tone_ Failed routing attempts cause reorder
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tones to be returned to the operator'v handset, or an
error indication to be returned to the database server
26 (depending on how rhe PBX host received t_*~e trar.sfer
command),
Hot Line Transfer Connection
Like Blind Transfer, the "Hotline ',ransfer"
method of establishing a connection between the caller
and the wanted party's number can be initiated by the
operator from either the telephone handset 18 or f:.:om
the data terminal keyboard 20. The difference is that
the operator is not automatically released from the call
in a Hotline Transfer. Instead, he/she is canferenced
into the call by the PBX 28 and is able to monitor its
progress. Using either the telephone handset or the
data terminal keyboard, the operator may wi.thdraw from
the call after verifying its cstablishment, or may cause
the called circuit to be released and then re-engaqe in
dialogue with the caller. Hotline Transfers are used
when a caller requests that the operator 'stay on the
line."
Tone-Tpiaaered Return Transfer
If, after initiation of a transfer (whether'or
not it suci:eeds), and at any time before the caller
hangs up, the caller requires further operator
assistance, the caller can perform a tone signal
triggered, return transfer back to an operator
(herPinafter referred to as "tone triggered return
transfer" or "transfer back"). This is dcae simply by
prnssing the "*" (star) key or another designated key on
the caller's telephone once or twice (depending on the
network, and as instructed bv the operator in the
closing messaga).
The star or other designated key tone(s) is
det2cted by a DTMF receiver' (allocated in the PBX 14 for
the entire duration of the call), and causes the caller
to appear as a fresh call to the ACD logic. Detection
of the DTM? tone results in the caller being placed in a
priority queue, from which the caller is connected to an
available operator. W'nereupon the PBX host 28 instructs
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the connected VRU 30 to play the appropriate pre-
recorded returngreeting. Note that the call is
allocated to an operator according to the ACD algorithm,.
and r,,ay or may nc,t be the same operator that previously
handled this call.
The priority queue is different from the
incoming call queue in which the caller was initially
placed. The ACD algorithm allocates calls to operators
out bf the priority queue first. The priority queu-~ is
processed until it reaches some predetermined level
(e.g., the priority queue is empty). When an operator
becomes available and the priority queue has reached the
predetermined level, then new incoming calls are
assigned to the operator from the incoming call queue.
This gives precedence to calls already in progress (as
compared to newly initiated calls to the directory
assistance service).
The "tone triggered return transfer" feature
enables callers who have been transferred to recall an
operator if the transfer does not complete
satisfactorily (for example, receipt of reorder tone,
busy tone, operator intercept tri-tones, ring-no-answer,
silence, or wrong number) . It also enables a caller to
request a follow-on call at the completion of a
successfully completed call without incurring the delay
or difficulty of re-dialing into the sysct.m.
It will be recognized that, in the pr-:ferred
embodiment, the desired number is not voiced to the
customer unless explicitly requested. Sometimes a
customer uses the "tone triggered return transfer"
feature to request that the number be voiced if, for
example, he or she finds a follow-up call iu necessary
later.
Sometimes the customer will be connected to a
destination telephone number that makes its own use of
"=" or othere designated key tone. For example, some
automated order entry systems require the caller to
press the "+" key to signal the end of an entry, etc.
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Others require the caller to press the "*" key to acceFs
certain information.
To accommodate such possibi:ities, the preferred
embodiment of the present invention stores uata in
database 26 to indicate which destination numbers make
their own use of the "*" key or other transfer back
feature designated key or key series. If the customer
is connected to such a destination telephone, then the
"tone triggered return tr.aisfer" feature is disabled.
If the user presses the "*" key while connected to such
a destination number, it is ignored I:y directory
assistance center 10. But when the customer thereafter
calls another destination telephone number that is not
so listed in the database, the "tone triggered return
transfer" feature is once again available.
Sametimes database 26 may not contain complete
information identifying destination nuRubers that make
their own use of the "i" key. Moreover, some directory
assistance systems may not track this data at all. In
such circumstances, the directory assistance center 10
desirably includes provision to manually disable the
"tone triggered return transfer" tone detector. This
disabling can be done by operating a switch at the
operator's console, by entering a command on the
operator's keyboard, or by activating an icon on the
operator's terminal 20.
Buch a manual disabling of the "tone triggered
return transfer" tone detector can occur, for example,
when a caller is inadvertently transferred back to the
operator by using the "*" key to access a service at the
destination number. The caller can note the problem to
the operator, who can disable the feature and reconnect
the caller to the destination number. In other
situations, the caller may know in advance that the
destination number makes use of the "*" key (e.g. for
electronic banking), and can request that the operator
disable the "tone triggered return transfer" tone
detector before the connection is first made.
CA 02597142 2007-08-27
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Process for Non-Answerina Party Connection ions
A flow diagram illustrating the sequence of
events in a directory assistance system with connection
options for a non-answering party according to the
preferred embodiment of the invention is shown in the
flowchart in Figs. 2A-2E.
When a call is received by the directory
assistance center 10 as a result of a caller dialing the
access code for the directory assistance sen=ice (step
38 of Fig. 2A), the call is either assigned :mmediately
to an operator if any operator is avaiaable, or the PBX
14 queues the caller's call in the incoming call queue
and eventually ass4.gns the call to an operator as
operators become available as described above (step 40
of Fig. 2A). When the caller is connected, the 'JRU 30
plays the normal directory assistance greeting (step 42
of Fig. 2A), and the caller and the directory assistance
operator speak (step 44 of Fiq. 2A). The operator 40
locates the number of the party desired by the caller
and transfers the call (step 46 of Fig. 2A) as described
above. The VRU plays a closing message and the caller
is connected to an outgoing circuit to connect to the
desired party (step 48 of Fig. 2A). At any time the
caller can press the star "*~ key to talk again to a
live directory assistance operator (step 50 of Fig. 2A).
The PBX uses a plurality of dedicated Digital Signal
Processors (DSPs) to continuously monitor each of the
lines connected to the PBX. Each DSP is assigned one or
more lines to monitor continuously.
If the destination number rings for a pre-
determined durat!.on (e.g., 6 rings or a predetermined
time period (e.g., 40 Qecs.) without answering) after a
call is transferred by the directory aseistance operator
to a destination number (step 52 of Fig. 28), the
ringing tone is muted (step 54 of Fig. 28) for the
calling party by the PBX 14. 'The ringing signal
actually continues on the circuit to the called party,
however, the audible ringing tone is no longer sent to
the caller.
CA 02597142 2007-08-27
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After muting the audible ringing tone for the
caller, the PBX 14 instructs the VRU 30 to play a
message to the caller providing available options for
"the caller (sa-ep 56 of Fig. 2B). For example, in the
preferred embodiment of the present invention, the
following options are included for the caller by the
voice playback unit for a non-answering called party:
Non-Answering Called Party Initial Main Menu
1. If you would like to leave a message for this non-
annwering party, please preas (or speak) one now.
2. If you would like to receive the number of this non-
ansvering party, please press (or speak) two now.
3. If you would like to call this non-answering party
every N minutes, please press (or apeak) three now.
4. To page this non-answering party, please press (or
speak) four now.
5. To continue holding for an answer, please press (or
speak) five now, and stay on the line. Audible ringing will be
returned to your call.
6. To hang up, please press (or speak) six now, or hang
up your reeo!iver.
7. To return to an operator for further assistance,
please press star at any time.
However, more or fewer options could i,e included in this
menu. Further, the menu can be arranged as a multi-
level menu tree, with menus of additional sub-options
accessed by selecting a main option from the initial
main menu. In another enbodiment of the present
invention, the following options are included in the
initial main menu for the caller by the VRU 30 for a
non-answering called party:
Non-Answering Called Party Alternative Main Menu
1. If you would like to leave a measage for this non-
anawering party, press the "N= key at any time.
2. if you would like to raceive the number of the non-
answering party, press the pound key twice at any timo.
3. If you would like to call the non-answering party
every N minutes, press the "C" key at any time.
4. To page the non-answering party, press the "D~ key at
any time.
5. To continua holding for an annwer, ~tay on the line.
Audible ringing will be returned to your call.
CA 02597142 2007-08-27
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6. To hang up, hang up your receiver.
7. To return to an operator for further assistance.
please press star at any time.
Mgssage Option (1)
If a caller chooses option (1) by pressing the
one key on the telephone, or by pressir:g the "M" (six
key) at any time if the alternate initial main menu is
used 58, the YRU 30 plays a submenu which asks the
caller if they wish to leave a recorded measage, an
alphanumeric message typed by a directory assistance
operator, or an alphanumeric message from a pre-
determined set of alphanumeric messages for tre called
party.
If the caller wishes to leave a recorded voice
message for the non-answering party, the VRU 30 plays
another submenu which includes notifying the caller that
additional fees will be charged. The caller is given an
option of accepting this service by pressing the one key
(i.e., "yes") , or declining this service by pressing
the two key. Other keys for yes snd no could also be
used (e.g., nine key for yes, and six key fo: no, etc.).
If the two (i.e. "no") key is pressed, the next
appropriate submenu (e.g., to choose,a pre-determined
alphanumeric message). is played for the caller by the
VRU 30. If the caller desires to leave a message (i.e.,
a recorded voice message or a pre-determined
alphanumeric message) and agrees to accept the charges
for message delivery, the VRU 30 terminates the
connection to the ringing non-answering called party
(step 60 of Fig. 2B), and queries the caller for message
information (step 62 of Fig. 2B). For example, in the
preferred embodiment of the present invention, the query
information to leave a recorded message would include;
-Recorded Message Queries-
(a) Please leave a srossage for
(b) This sa+aage is from
(c) The message to be delivered to "response from (a)=
from 'responae fron (b)" Sa _
CA 02597142 2007-08-27
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(d) Do you waric to configure che time interval an3 number
of attempts to contact "respor.se lrom (a)=? Press (or speak) one
for yes, or two for no.
(e) Do you want the syxtem to call you back and confim
successful or failed delivery of this messaae? Press (or speak) cne
for yes, or two for no.
As indicated, the caller also has the option of
configuring the time interval and number of attempts
used to contact the ncn-answering party to deliver the
recorded message, if the caller dc=" not want to
configure call back parameters, default call back
parameters are used (e.g., at time intervals set to
every half-hour, and number attempts set to ten).
If the caller chooses option (e) after recording
a message, the VRU 30 and PBX 14 automatically contact=
the caller at a later time tc= confirm the recorded
niessage was delivered, or the message delivery failed.
If this option is chosen, the VRU 30 records the
caller's phone number to allow the directory assistance
center to contact the caller at a later time.
The VRU 30 will attempt to contact the non-
answering party ac speci.fic durations (e.g., once every
half hour) to autor.:atically deliver the calling party's
message. Preferably, the VRU 30 utilizes the Mnssage
Deliver-y With Called Party Type Detection described morz
fully below. For managing the message delivery
attempts, the VRU 30 records a message delivery status
and a count of failed delivery attempts. When a message
delivery attempt succeeds, the message delivery status
is set to success. If a message delivery attempt is
unsuccessful, or the call is answered, but the called
party is not available, the message delivery status is
set to failure and the count of failed delivery attempts
is incremented. When the mail delivery atatus is set to
success, or the count of failed delivezy attempts
reaches the number of attempts set by the caller or by
default, the recorded message delivery is canceled. The
message delivery status (i.e., success or failure) is
reported to the caller when the VRU 30 and Lhe PBX 14
CA 02597142 2007-08-27
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calls the caller back (if the call back and confirm
option is set by the caller or by default).
The caller can also leave an alphanumeric
message (step 62 of Fig. 2B) for a non-answering party
by choosing option (1) from the Non-answering Party Main
Menu (described above) and a suboption for alphanumeric
messages under a submenu for option one. One sub-option
allows the caller to dictate an alphanumeric message
which will be typed by a directory assistance operitor.
The caller is returned to an operator r,o dictate the
message if this sub-option is chosen. A second sub-
option allows the caller to choose an alphanumeric
message from a set of predetermined alpha numeric
messages.
A dictated or pre-determined alphanumeric
message is used when the number for the non-answering
party is for a Personal Communications Service (PCS)
device, FAX, or other dev;=e which can receive and
display alphanumeric text.
For example, in the preferred embodiment of the
present invention, the predetermined set of alphanumeric
messages includes:
-Predetemined Alpha numeric inessage queries-
The follc3ving alphanumeric message are available. Please
choose an alphanumeric message query by pressing the appropriate
key;
1. Dlease call me back at (caller inpute
phone number).
Z. please call home.
3. pleasa call the office.
4. Dleaae call me back after (caller
inputs time).
S. fleasa call ma back on (caller inpute
date).
Hcever, more or fewer options could be included
in the alphanumeric message query submenu. As can be
seen from the alphanumeric message query submenu, there
are multiple pre-determined alphanumeric messages (2,3),
a:.d multiple meemmages which require numeric input from a
CA 02597142 2007-08-27
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caller (1,4,5) (e.g., require a telcuhone number). If
the caller chooses an alphanumeric submenu item which
requires numeric input, the numeric inpi : is completed
by pressing the appropriate keys on the telephonic
device. The dictated or predetermined alphanumeric
message is delivered in the same marner as was described
above for the recorded voice messaga: The success or
failure of an alphanumeric message delivery can also be
verified by a call back to the caller at the caller's
option as wa3 described above.
Called Number Play Back ODtioa (2)
If the caller chooses opticy, 2 from the non-
answering called party menu above, or presses the pound
or number "#" key twice if the alternate initial menu is
used (step 64 of Fig. 2C), the VRU 30 will play a
submenu for option 2 which includes voicing the number
of the non-answering party to the caller (step 66 of
Fig. 2C). The caller can then reccrd the number to call
the non-anawering party at a later ;:ime without further
directory assistance. The submenu for option 2 may also
contain more or fewer options.
Connect At N Minute Interval Ootior, (3)
If the caller chooses opticn 3 from the non-
answering called party menu described ab~ve, or presses
"C= (two key) if the alternative initial menu is used
(step 68 of Fig. 2C), the VRU 30 will play a submenu for
option 3 which includes having the directory assistance
service connect back to the non-answering party every N
minutes (step 70 of Fig. 2C), where N is preferably
determined by the caller. The subsenu preferably has
the following form:
-Connect Svery N Minutes 8ubmenn-
(a) The connect interval (i.e_, N) is
(b) This message is from
(c) The time limit for connect ewry N minutes is
(d) The phone number for calling back Ss
:'ou may now hang up, or press tbe star key to return to an
op4sn tor.
CA 02597142 2007-08-27
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In an alternative embodiment of the present invention,
the connect interval N is not configurable by a caller,
and a default connect interval N is set by the service
provider. The submenu for option 3 may also contain
more or fewer options. After the caller has set the
opt?ons for connecting every N minutes, the caller can
hang up or press the star key to have the operator place
another call.
in the preferred embodiment, the directory
1C assistance center 10 attempts to conr,ect to the called
party at the connect interval set by the caller or by
default. If there is still no answer in the time limit
set by the caller or by default, thz directory
assistance center 10 connects back to the calle-r and the
VRU 30 reports failure to connect to the called party.
If the called (non-ans4:?ring) party answers on
any of the directory assistance center's attempts to
connect within the time limit, the VRU 30 plays the
recorded message as follows:
Hello, this ie <service provider name>, you have a aall from <name
of caller>, please: stay on the line while we connect you to <name of
cailler,
where <service provider na:ne> is the name of the
directory assistance service or the name of the
telephone service provider of the caller, and <name of
caller> is the name input by the caller in response to
the Connect Every N Minutes 3ubmenu above. The
directory assistance center 10 will then attempt to
cennect the called party back tc the caller.
If the caller does n6t anewer the call back
within a predetermined period or a busy signal or other
intercept signal is received, the VRU 30 voices the
following to the called party:
We have be0n unable to connect you with <name of callor>, however
the phone number at which you can reach <name of callar> is
<caller's phone number>.
CA 02597142 2007-08-27
- 25 -
where <name of caller> is the name provided by the
caller in response to the Connect Every N Minutes
Submenu described above, and <caller's phone number>
*also is the number provided by the caller in response to
the submenu or the ANI data string from the caller's
or53ina1 call to the directory assistance center 10.
It an alternative embodiment, the directory
assistance center 10 first connects to the caller before
making each attempt to con,-~ect to the called party at
each connect interval. The directory assistance centel10 is thereby sure to be
able to connect the called party to the caller if the called party answers. In
either case of the preferred embodiment or the
alternative embodiment, the VRU 30 preferably voices an
explanation of the operation of the connect every N
minutes option when it is selected by the caller_
gage Qption (4)
If the caller chooses option 4 from the non-
answerin_q called party menu, or presaes "P" (seven key)
at any time if the alternate initial menu is used (step
72 of Fig. 2C), the VRU 3C will play a submenu for
option,4 which includes sending a recorded voice page or
a pre-determined alphanumeric text page using a pager
number (step 74 of Fig. 2C). The submenu for option 4
may also contain more or fewer options. The recorded
voice page and pre-determined alphanumeric text page are
selected from submenus, sent and confirmed in a manner
similar to that discussed for the recorded voice message
and pre-determined alphanumeric message described for
option 1 above. The directory assistance service sends
the page to a pager, PCS, or other number capable of
accepting a page associated with the non-answering
party. The caller also has the option of obtaining a
pager, PCS, etc., num:oer from a directory assistance
operator.
$eturn to Ringing Option (51
If the caller chooses option 5 from the non-
answering called party menu Sstep ?6 of Fig. 2D), the
audible ringing is returned to the caller (step 78 oc
CA 02597142 2007-08-27
26 -
Fig. 2D). If there is still no anaw. r after an
additional period of the defined nu:nber,of rings with no
answer (e.g.-,.6 rings as dnfined by thz directory
assistance center) (step 52 of Fig. 2B), the VRU 30
again mutes the audible ringing tone 54 aj:d re-plays the
recorded Non-Answering Called Party Menu described above
(step 56 of Fig. 2B).
liang UpQption (6)
The caller car, terminate the call by hanging up'
at any time, or by chcosing cption (6) and then hanging
up (step 80 of Fig. 2D). wlien the callo~r hangs up, the
connection to the called party and_the directury
assistance service is dropped (step 82 of Fig. 2L).
Return to Ooerator Ootion (7)
If the caller selects option (7) by pressing the
star key or seven, key as indicated ;n the s.enu, the
cal:er is returned by the directory assistance center l0
to a live operator as described above for a tone-
triggered return transfer.
Default Action
In the preferred embodiment, the directory
assistance center 10 defaults to one of the options if
the caller does not make any inputs for a pr:-determined
time period (e.g., ten seconds). The preferred default
option is to returr, audible ringing to the line for the
caller (i.e., option (5) is the default).
Alternatively, the defa:ilt option is to return the
caller to a live directory assistance operator (step 86
of Fig. 2A) as if the caller had selected option (7).
If the return to operator default is used, the PBX 14
ceases ringing to the called party. The VRU 30 will
then play the proper return greeting (step 88 of Fig.
2A), and the caller again speaks with a directory
assistance operator (step 44 of Fig. 2A) . Also, at any
time during or after hearing the Non-Answering Called
Party Menu and/or submenu options, the caller can press
the star "*" key (step 90 of Pig. 2D) to again talk to a
live directory assistance operator.
CA 02597142 2007-08-27
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If the called party answers (step 92 of Fig. 2E)
the call. at any time during =icicing the menu and submenu
options, the VRU 30 will stop playing the cuenu and the
coonection to the called party will proceed as usual
(step 94 of Fig. 2D1 . The caller and the called party
will be connected, and can them engage in a voice
conversation. The PBX 14 continues to continuously
monitor the connection during t-.he conversation. If the
caller presses the star key at any t%.me, the caller is
returned to the operator (step 86 of Fig. 2A).
J!gst Call_TP__rm.nA.tion Activitv
After the called party terminates the call (step
96 of Fig. 2E) (i.e., the called party hangs up), the
caller can stay on line for fu-her directory assistance
5 options or immediately press t!_- star key =*= (step 50
of Fig. 2A) to again talk to a 7ive directory assistance
+~perator. If the caller staya on the line after call
termir.aticn, the VRU 30 is con=ected to the caller and
voices the following call te*-mi.:.ation menu:
The number of the party you called is <called party's number>. You
can press the star key to return to an operator, or preas the pound
key to repeat this message, or hang ti-,P_
where <called party's number> is the number of the
called party of the just terminated connection. If the
caller presses the star key in response to this menu,
the directory aesiscance center zeturns the caller to an
operator as described above for a tone-triggered return
transfer. if the caller presses the pound key, then the
VRU 30 again voice the menu (including the number of the
called party).
In alternative embodiments, the vRtJ 30 can play
an alternative call termination menu with a,ore or fewer
options. For example, playing tbe number of the called
party back to the caller can be an option which must be
selected by the caller. The meenn also can include a
further option to have the directory assistance center
disconnect from the caller.
CA 02597142 2007-08-27
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The directory assistance center 10 terminates
the connection from the caller only when the caller
hangs up (step e0 of Fig. 2n) or affirmatively chooses a
menu option for the directory assistance center to
disconnect, or the caller does nothing for a
predeterr,lined time out period (e.g., 30 secor.ds) .
Sending a Called Nu.~.tber PagP
After the completed call has been terminated
(e.g., the caller has terminated the call), the
directory assistance center 10 in the preferred
embodiment sends an alphanumeric page using a paging
protocol (e.g., telocator alphanumeric paging protocol
(TAP), telocator data protocol (TDP), etc.) to the
caller's telephonic device if the caller's telephonic
device is capable of accepting such a page. The
directory assistance center determines if the caller's
telephone is capable of accepting a page by checking
attributes of the caller's telephone number in the
directory assistance database. The page includes the
name for the called party (e.g., Smith, Jane N.) and the
telephone number for the called party (e.g., 503-234-
5678). If the caller has telephonic equipment caparle
of accepting paging protocols (e.g., a mobile phone, a
PCS device, a pager, etc.) and storing such paging
information, the name and number of the called party is
then automatically stored in the caller's telephonic
device. When the caller later desires to again call the
called party, the caller can recall the stored number
from his/her telephonic device and attempt to complete
the call without help from the directory assistance
center.
Procass for &usv Partv Connection Options
if a busy signal is detected by the PBX 14, a
process comprising the steps 98-150 shown in Figs. 3A-
3E is performed. These steps are similar to those just
described for a non-answering party. For exaaple, in
the preferred embodiment of the present invention, the
following options are provided for the caller by the VRU
30 (step 116 of Fig. 3A) for a busy called party:
CA 02597142 2007-08-27
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Busy Signal Called Party Initial Main Menu
1. If you would like to leave a message for this busy
party, please prena (or speak) cne nrn+.
2. If you would like to rece;ve the number of Chis busy
party, please press (or speak) two now.
3. If you would like to call this busy par_y every N
minuces, plezse press (or apeak) three now.
4. To page this busy party, please press (cr bpeai:) four
now.
S. To ~all the busy party again, pleasc press (or speak)
five now,
6. To hang up, olease press (or speak) six aow or hang up
your receiver.
7. To return to an operator for further assistance,
please press star at any time.
Again, more or fewer options could. be included
in this meilu and submenus could be used. In an
alternative embodime:it of tiie present invent:on, the
following options are included for the caller by the
voice playback unit for a non-answering called pa1tY:
Busy Called Party Alternative Main Menu
1. If you would like to leave a message for this buay,
press the "M" key at any time.
2. If you would like to receive the number of this busy,
press the pound key twice at anf time.
3. If you would like to call the busy party every N
minutes, press the "C" key at any time.
4. To page the busy pa=ty, presa the "P" key at any time.
5. To call the busy party again, press the =1= key at any
time.
6. To hang up, hang up your receiver.
7. To return to an operator for lurther assistance,
please prese star at any time.
The options for a busy party (i.e., steps 98-148
Figs. 3A and 38) are similar to those just described for
a non-answering party. However, when a busy signal is
encountered, the connection to the busy narty is dropped
since the called party was busy, and not. non-answering
As a result, the caller cannot continuc ringir.g the
called party's line (e.g., as the caller could by
selecting option 5 .tn the Non-Answeri.ng Called Party
CA 02597142 2007-08-27
- 30 -
Menu and description above). Instead, when the caller
selects option (51 in the Busy Signal Called Party Menu
(s*_-p 152 of Fig. 3C), the PBX 14 initiates a new call
to the called party (step 154 of Fig. 3C) . The caller
thus can repeatedly call the called F.arty by selectinc
option (5) in the Busy Signal Called Party Menu each
time a busy signal is received, until the called party's
line is no longer busy and a subsequent new call to the
called party succeeda in rinGing the called party's
line.
In the case where the caller takes no action
within a predetermined tir.e period (e.g., 10 seconds),
the directory assistance center 10 can default to one of
the options. The preferred default action ia to call
the busy called party again (as for option (S)) .
Alternatively, the default action is to retui-i: the
caller to a directory assistance nperator as for option
(7).
!~t;;,qaae De ivary With Called Party Type Detection
Ae was described above, if the caller leaves a
message er page for a busy party, the VRU 30 wiil
attzmg.c co deliver the message or page at a later time.
At intervals definable by the caller and/or the
directory assistaiice service (e.g., every 30 minutes),
the VRU 30 attempts to deliver the measage or page by
calling the non-answering or busy party.
If during any attempt to deliver a message or
page the called party answers, or the called party's
answering machine or automated answering service
answers, a determination is made :f the called party is
a "live person" or is an answering machine or automated
answering service. The VRU detects whether the
answering called paxty is: (1) a called party with a
residential phone or personal communications device
capable of voice; (2) a called party with a business'
phone; or (3) an answering machine or automated
answering service (e.g., voice mail, etc.). However,
the VRU detection of the called party is not ]{.mited to
CA 02597142 2007-08-27
- 31 -
the equipment in this list. The VRU can be configured
to detect additional types of called parties.
The VRU examines the energy and duratior_ of the
voice response when the call is answered to make a
determination of what the answering called party
actually is. For, example, a called party on a
residential phone is typical:ty characterized by a short
burst (e.g., c 1 second duration) of voice respocse
energy (e.g., by answering "hello..."). A called party
on a business phone is characterized by a longer burst
(e.g., > 1 second and c'3 seconds of duration) oE voice
response energy (e.g., by answering, "good afternoon,
this is <business name>, can I help you?"). An
answering machine or automated answering service is
characterized by a long burst (e.g., > 3 seconds
duration) of voice responee energy (e.g., for an
answering machine, "hi, th:s is me, I can't come to the
phone right now, if you want to leave a message, please
leave your name, number...", for an automated answering
service "your call is being answered by service XYZ, the
party you are trying to reach is unavailable, please
leave a message..."), Upon determination of the type of
answering called party, the VRU will play the
appropriate message or message menu.
When the VRU detects a residential phone or PCS
device capable of accepting two-way voice informat:on,
the VRU plays a message menu that includess
This 1s the directory assistance center, -re hsve a
aNsaags for <called party's name>, if this ie called
party's name> please press one, If this is not <ca3lcd
party's name>, but <called party's name> is nearby, please
press two to hold this arassago for <called party's aame>.
Press thres to continua at any time. If this is not
<called party's name>, please press four, and the
directory assistance center vill try again to contar.
<called party's name> at a later Cime.
where <called party's name> is the name of the called
party input in response to the message optiorts sub;au.
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When the VRU detects a business phone, the VRU
plays a message menu that includes:
This is the directory assistance center, we have a
message for <called party's name>. If you can transfer
this call to <called party's name>, plaase press one-; then
transfer this call to <called party's name>. Please press
two after the call has been transferred to ccalled party's
name>. If this is not <called party's name> but <called
party's name> is iearby, please press three to hold this
message for <called S;arty's nam->. Press iour to continue
at any time, If <called party's name> is not available or
you cannot transfer this call to <called party's name>
please press five, and the directory assistance center
will try again later to contact ccalled party's name>.
where <called party's name> is the name of the call;d
party input in reaponse to the message options submenu.
When the VRU 30 detects an answering machine or
automated answering service, the VRU 30 waits for the
"beep" or "tone", and then delivers the message left by
the calling party. The VRU 30 also records the date and
tioe the message was delivered.
When the "live" answering called party is
reached, the called party is told that they have
messages. The VRU 30 will play a menu which includes:
Recorded Message Menu
1. press the one key to hear the recorded nessage.
2. press the two key to replay the recordsd message.
3. press the three to connect back to the party who
left you a s+essage.
=. press the stcr key for operator assistance.
However, more or fewer menu items could also be
used. If the called party presses one, the recorded
message from the caller is played. The called party can
replay the message multiple times by pressing the two
key. If the called party presses three, an attempt is
made to reconnect the called party to the calling party
who left the messac e. The called party can requeat
operator assistance at any time by pressing the star key
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(i.e. for a star return). A sub-mer.u may be included
under each of the menu items to further define available
opt='.ons for the called party.
:f the message or page delivery is
unsuccessful,(i.e. the called party didn't answer), the
directory assistance ceziter 10 records the unsuccessful
delivery attempt. After a predetermined number of
attemptF, (e.g., 10, as defined by the caller and/or the
directory assistance center), the message or pace
delivery is canceled, and a failed message or vage
delivery status is recorded as described previously.
If the caller has chosen the option of having
the directory assistance system contact the caller to
confirm the message or page delivery, then the directory
assistance center will contact the caller using the
caller's phone number recorded earlier (i.e., the ANI
data string from the caller's original call to the
directory assistance center 10) . The confirnation
mesRage will be sent immediately after a successful
message or page delivery. If the message or page
delivery is unsuccessful, the failure notification
message will be delivered after a failure of the
predetermined number of unsuccessful attempts as defined
by the caller and/or directory assistance center.
Billina for pirectory Aegistance Services
when a caller uses any of the features described
above, the caller is given an approximate idea of the
cost of the service, and is asked if they agree to be
billed for the service. For example, the caller may be
told by the VRU 30, "A recorded message can be left for
an additional S1.75 message delivery fee, plus connect
time charges if any. Do you agree to accept this
charge? Press one for yes or speak 'yea' now." The
billing can optionally iraclude a fee (such as the
message delivery fee stated in the example), and
preferably includes the cost of any connect time charges
incurred when performing the service (e.g., long
distance tolls and mobile phone air time charges
incurred when attempting to deliver a recorded message).
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If the caller agreF:, the caller is billed
through his/her own se-rvice provider for any costs
incurred. In addition, any long distance charges,
cellular, PCS, or page, charges, directory assistance
charges, local connect tisne charges, etc. that are
incurred by the directory assistance center are recorded
for billing to the caller. The Airectory assistance
center records all such transactions in their database,
and then provides. billing data to the appropriate
service provider for the caller.
Additional Dir ce tory A~sistance Oc,t4ons
A caller is also provided with a number of
options for call backs and other message or page
delivery. For example, a caller may not wish to have a
non-answering or busy party call them back on the device
in which they initiated the call to the directory
assistance center (e.g., a cellular phone was used to
call the directory assistance center, and the caller
must pay for calls both to and from this cellular
phone). Thus, the directory assistance center allows
the caller to select from a number of options to receive
a call back from a non-answering or busy party (e.g.,
enter the number of a land line telephone device instead
of a cellular phone).
salle,r ArggptoCalled Party ChaXaes SeZvice
Tn another embodiment of the present invention,
the directory assistance center provides a service to
obtein phone numbers specifically for cellular phones,
PCS and other communications devices of a desired party
that are not directly connected to a dedicated land
telephone line. A caller can request such a number from
the directory assistance operator. The directory
assistance center will then try to make the proper
coanection to the communications device of the called
party.
In yet another directory assistance service, a
service is provided that allows parties to only receive
calls.fYom callers that have agreed to pay all
connection and air-time charges. For example, a caller'
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may wish to contact a called party on a mobile or
cellular pho:,e. It is typical for a party who
subscribes to telephonic service for mobile or cellular
phone to pay for connection and air-time for bot2:
incoming and outgoing calls. A called party may not
wish to accept-a call from a caller if the called party
has to pay for incoming connection ::nd air-time charges.
To address this problem, the directory assistance center
maintains in their databases a listing of partie:, who
will not accept calls from a caller if the caller does
not pay all charges for the call. When a caller desires
to contact such a party, the directory assistance center
will inform the caller that the party he/she is trying
to reach will not accept a call unless the caller pays
all charges. The call will be connected only if the
caller agrees to pay all charges.
Option Selgction byVoice
In yet another eabod:ment of the present
invention, a caller has the option of not only pressing
a key in response to any of the menus presented by the
voice recognition unit, trut also speaking the response
to any or all menu/submenu items. For example, the menu
item may say (as was shown above):
press the one key or epeak the word "one" to leave a
meseage for thie non-answering party.
The caller could then press the one key, or speak the
word "one" to leave a recorded message. A voice
response unit interprets spoken commands from a caller.
Speaking the responses to menu questions offers
advantages to cellular telephone cuatomere who may be
engaged in other activities (e.g., driving a vehicle)
that make it inconvenient to press keys on the telephone
keypad.
The caller also has the option of customizing
the message or page delivery using voice inputs. The
caller can 'set a number of options (e.g., number of
delivery attempts, et,.:.) by speaking numbers associated
with the menu/submenu options.
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tlenu Reneat Omtion
In some alternative embodiments of the
invention, each of the above described menus can includ,
as an option for selection by the caller (or called
party for message delivery menus) to have the VRU 30
zepeat the menu. This option preferably is voiced in
the menu, such as by the following:
(8) If you would like to have this menu
repeated, press (or speak) eight now.
Personalized pirgctorv Service
In a further embodiment of the invention, the
directory assistance center 10 provides personalized
handling of directory assistance calls based on the
caller's phone number (i.e., based on the ANI data
string transmitted by the telephone network to the PBX
14 with the incoming call). In particular, the PBX 14
assigns the call to an operator based on the caller's
phone number. The database server preferably maintains
a database of caller ANI6, which associate attribute
values relating to attributes of the caller with the
caller's ANI. For example, the attribute values can
identify the caller's preferred language (such as
Spanish for a spanish speaker), or that the caller is a
preferred customer. The attribute values associated
with the caller's ANI also can specify data for the
voiced greetings, closings, and menus in the above
described processes. For example, the caller's name,
personalized sats of opti.ons for the menus, and default
options for the menus can be.specified.
When a call is received at the P8X 14, the PBX
retrieves the attribute values associated with the ANi
of the call from the database and allocates the call to
an operator accordingly. For example, if the attribute
value identifies the caller as being a Spanish speaker,
the PBX 14 routes the call to a Spanish speaking
operator. If the attribute value idantifies the callex
as a preferred customer, the PBX 14 routes the call to
CA 02597142 2007-08-27
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or.e of crroup of more experienced operators or
Frioritizttf, the call in call queue (s) .
P.dditionally, the VAU 30 voices the various
greetings, closings, and menus b sed on the caller's
phone number. The VRU 30 retrieves the attributes
associated with the caller's ANI from the database. The
VRU 30 then voices greetingA, closings, and menus
personalized according to the data associated with the
caller's ANI at the appropriate times in the processes
shown in Figs. 2A-2E and 3A-3E. For example, where an
attributes value associated with the caller's ANI
specifies the name of the caller (i.e., <caller name> in
the following greeting), the VRU 30 voices greetings and
closings, such as, "Hello, Mr.(Ms.) <caller name>, your
directory assistance call is being handled by <service
provider or opezator name>, how can we help you?" P.s
another example, where the attribute values specify
default options !e.g., for connect interval, time limit,
call back number, etc.) of the connect every N minutes
option), the directory assistance center 10 applies
these options'without having the VRU 30 voice submenus
to the caller for setting these options.
The attribute values to be associated with
caller's phone numbers in the database (such as the
phone numbers of Spanish speakers, default directory
assi.starice options, etc.) can be obtained by the
directory assistance center from the telephone provider.
The telephone provider can gather this data, for
example, from surveys sent with dlling materials, or
other means.
In view of the many possible embodiments to
which the principles.of our invention may be put, it
ehould be recognized that the detailed embodiments are
illustrative only and should not be taken as limiting
the scope of our invention. Rather, we claim as our
invention all such embodiments as may come within the
scope and spirit of the following claims and equivalents
thereto.
