DIRECTORY ASSISTANCE WITH AUTOMATIC RETURN TO OPERATOR

• US 20010012773A1
• Filed: 08/17/1999
• Published: 08/09/2001
• Est. Priority Date: 04/28/1994
• Status: Abandoned Application

• Current Assignee: Adrian Peter Powell, Michael Anthony Kepler, Patrick Michael Cox, Paul William Filliger
• Original Assignee: Adrian Peter Powell, Michael Anthony Kepler, Patrick Michael Cox, Paul William Filliger
• Inventors: FILLIGER, PAUL WILLIAM, POWELL, ADRIAN PETER, KEPLER, MICHAEL ANTHONY, COX, PATRICK MICHAEL
• Application Number:
  US09/375,814
• Publication Number:
  US 20010012773A1
• Time in Patent Office: Days
• US Class Current: 455/414.3
• CPC Class Codes: H04L 67/52 specially adapted for the location of the user terminal
• CPC Class Codes: H04M 11/08 specially adapted for optional reception of entertainment or informative matter
• CPC Class Codes: H04M 15/00 Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/42 Systems providing special services or facilities to subscribers specially adapted for wireless communication networks H04W4/00
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/424 Arrangements for automatic redialling at the subscriber's set H04M1/27
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/4931 Directory assistance systems
• CPC Class Codes: H04M 3/4933 with operator assistance
• CPC Class Codes: H04M 3/4935 Connection initiated by DAS system
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 3/58 : Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80
• CPC Class Codes: H04M 3/60 : Semi-automatic systems, i.e. in which the numerical selection of the outgoing line is under the control of an operator
• CPC Class Codes: H04M 7/12 : for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: H04Q 3/72 : Finding out and indicating number of calling subscriber
• CPC Class Codes: H04W 4/02 : Services making use of location information
• CPC Class Codes: H04W 4/024 : Guidance services
• CPC Class Codes: H04W 4/24 : Accounting or billing

Abstract

A cellular telephone subscriber who wishes directory assistance services is connected in the conventional manner to an operator who identifies a destination telephone number desired by the subscriber. As in the prior art, the operator then initiates a call connecting the subscriber to the destination telephone number. However, rather than dropping all further involvement with the call, the preferred embodiment of the present invention continually monitors the connection thereby established for a predetermined DTMF signal issued by the customer, such as that obtained by pressing the “*” button. If such a signal is detected, the customer is transferred back to a directory assistance operator, who can then provide whatever further assistance is needed (e.g. redialing a busy number, or providing further directory assistance). Billing information for the calls originated by the directory assistance operator on the subscriber'"'"'s behalf is logged in a database at the directory assistance center. This data is thereafter provided to the cellular carrier, permitting it to bill the subscriber for calls originated by the directory assistance operator.

Claims

1. An enhanced method of providing telephone directory assistance service comprising the steps:

(a) receiving a customer call;

(b) connecting the calling customer to a directory assistance operator;

(c) determining a destination telephone number of a desired party wanted by the customer;

(d) initiating a telephonic connection between the customer and the destination telephone number;

(e) continuously monitoring said telephonic connection for a predetermined DTMF signal issued by the customer;

(f) detecting said predetermined DTMF signal; and

(g) reconnecting the customer to a directory assistance operator upon said detection of the DTMF signal.

2. The method of

claim 1

in which step (a) comprises receiving a customer call originated with a cellular telephone.

3. The method of

claim 2

which includes providing a voiced recitation of the destination telephone number to the customer only if explicitly requested by the customer.

4. The method of

claim 2

which includes maintaining the directory assistance operator as a conferenced party to the initiated telephonic connection to monitor whether the connection is completed satisfactorily.

5. The method of

claim 2

which includes reattempting to establish connection between the customer and the destination telephone party upon request by the customer following detection of the DTMF tone.

6. The method of

claim 2

which includes repeating steps (c) through (e) for a different desired party following step (g).

7. A directory assistance service method comprising the steps:

receiving a directory assistance call from a customer, the customer using a cellular telephone and a cellular carrier service;

establishing a connection between the customer and a desired destination number;

logging in a billing database;

a customer identification number;

the destination number;

the date, time, and duration of connection between the customer and the desired destination number; and

providing to the cellular carrier the data logged in the billing database so the customer can be billed by the cellular carrier accordingly.

8. The method of

claim 7

in which the receiving and establishing steps comprise:

(a) receiving a customer call;

(b) connecting the calling customer to a directory assistance operator;

(c) determining a destination telephone number of a desired party wanted by the customer;

(d) initiating a telephonic connection between the customer and the destination telephone number;

(e) continuously monitoring said telephonic connection for a predetermined DTMF signal issued by the customer;

(f) detecting said predetermined DTMF signal; and

(g) reconnecting the customer to a directory assistance operator upon said detection of the DTMF signal.

9. The method of

claim 8

which includes reconnecting the customer to a directory assistance operator without terminating the telephonic connection between the customer and the destination telephone number.

10. The method of

claim 8

which includes providing a voiced recitation of the destination telephone number to the customer only if explicitly requested by the customer.

11. The method of

claim 8

which includes maintaining the directory assistance operator as a conferenced party to the initiated telephonic connection to monitor whether the connection is completed satisfactorily.

12. The method of

claim 8

which includes reattempting to establish connection between the customer and the destination telephone party upon request by the customer following detection of the DTMF tone.

13. The method of

claim 8

which includes repeating steps (c) through (e) for a different desired party following step (g).

14. In a method of providing assistance to a cellular telephone subscriber, the assistance taking the form of spoken directions guiding the subscriber in travelling from a present location to a desired location, an improvement comprising:

connecting the subscriber to an operator;

determining a route from the present location to the desired location;

voicing to the subscriber directions corresponding to a first part of the route;

placing-the subscriber on hold;

monitoring the subscriber connection for a predetermined DTMF signal issued by the subscriber;

detecting said predetermined DTMF signal;

reconnecting the subscriber to an operator upon said detection of the DTMF signal; and

voicing to the subscriber directions corresponding to a second part of the route;

wherein the subscriber can summon operator assistance as needed while travelling along the route.