Method and apparatus for monitoring telephonic members and providing directory assistance
First Claim
1. A method of providing directory assistance services to a customer caller, comprising the steps:
- receiving a customer call on a first inbound channel;
eliciting a directory assistance request from the customer;
searching a database containing telephone numbers for search results including a destination telephone number that satisfies the directory assistance request;
allocating a first outbound channel for attempting to establish a connection to a destination telephone associated with the destination telephone number;
applying a call analyzer to the first outbound channel;
monitoring the first outbound channel with the call analyzer for a configurable period of time to detect a connection status condition;
detecting a connection status condition;
determining if the connection status condition indicates a network communication problem;
if the detected connection status condition indicates a network communication problem;
without further action by the customer, connecting the customer to a directory assistance operator; and
providing the directory assistance operator with search results from the directory assistance request.
1 Assignment
0 Petitions
Accused Products
Abstract
Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help.
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Citations
56 Claims
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1. A method of providing directory assistance services to a customer caller, comprising the steps:
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receiving a customer call on a first inbound channel;
eliciting a directory assistance request from the customer;
searching a database containing telephone numbers for search results including a destination telephone number that satisfies the directory assistance request;
allocating a first outbound channel for attempting to establish a connection to a destination telephone associated with the destination telephone number;
applying a call analyzer to the first outbound channel;
monitoring the first outbound channel with the call analyzer for a configurable period of time to detect a connection status condition;
detecting a connection status condition;
determining if the connection status condition indicates a network communication problem;
if the detected connection status condition indicates a network communication problem;
without further action by the customer, connecting the customer to a directory assistance operator; and
providing the directory assistance operator with search results from the directory assistance request. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 14, 15, 16, 17, 18, 19, 20)
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13. A method of providing directory assistance services to a customer caller, comprising the steps:
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receiving a customer call on a first inbound channel;
eliciting a directory assistance request from the customer;
searching a database containing telephone numbers for search results including a destination telephone number that satisfies the directory assistance request;
allocating a first outbound channel for attempting to establish a connection to a destination telephone associated with the destination telephone number;
applying a call analyzer to the first outbound channel;
monitoring the first outbound channel with the call analyzer for a configurable period of time to detect a connection status condition;
detecting a connection status condition;
determining if the connection status condition is a ring-no-answer condition;
if the detected connection status condition is a ring-no-answer condition;
transferring the customer to a voice server while continuing the attempt to establish a connection to the destination telephone over the first outbound channel and continuing to monitor the first outbound channel with the call analyzer;
providing the voice server with search results from the directory assistance request; and
presenting the customer with a menu of directory assistance options.
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21. A method of providing directory assistance services to a customer caller, comprising the steps:
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receiving a customer call on a first inbound channel;
eliciting a directory assistance request from the customer;
searching a database containing telephone numbers for search results including a destination telephone number that satisfies the directory assistance request;
allocating a first outbound channel for attempting to establish a connection to a destination telephone associated with the destination telephone number;
applying a call analyzer to the first outbound channel;
monitoring the first outbound channel with the call analyzer for a configurable period of time to detect a connection status condition;
detecting a connection status condition;
determining if the connection status condition is a busy signal;
if the detected connection status condition is a busy signal;
removing the call analyzer from the first outbound channel;
terminating the connection attempt to the destination telephone over the first outbound channel;
connecting the customer to a voice server;
providing the voice server with the search results from the directory assistance request; and
presenting the customer with a menu of directory assistance options. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28, 29)
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30. A method of providing directory assistance services to a customer caller, comprising the steps:
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receiving a customer call on a first inbound channel;
receiving call origination location data on the first inbound channel;
eliciting a directory assistance request from the customer;
searching a database containing telephone numbers for search results including a destination telephone number that satisfies the customer'"'"'s directory assistance request;
verifying the authority of the customer to attempt to establish a connection to the destination telephone;
retrieving the destination telephone number from the database;
allocating a first outbound channel for attempting to establish a connection to a destination telephone associated with the destination telephone number;
outdialing the destination telephone number over the first outbound channel;
applying a call analyzer to the first outbound channel;
applying a DTMF detector to the first inbound channel to detect customer input;
monitoring the first outbound channel with the call analyzer to detect a connection status condition;
detecting a connection status condition; and
connecting the customer to a directory assistance provider upon detection of the connection status condition. - View Dependent Claims (31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 49, 50)
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48. A directory assistance system for providing directory assistance services to a customer caller, comprising:
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a plurality of inbound channels for receiving customer calls;
a plurality of outbound channels for attempting to establish connections to destination telephones;
a plurality of directory assistance operators;
a voice server;
switching means having a plurality of call analyzers for monitoring and detecting connection status conditions on the plurality of outbound channels;
server means capable of searching directory assistance databases for search results including destination telephone numbers that satisfy directory assistance requests; and
means for connecting a customer call on a first inbound channel, without further action on the part of the customer, to a directory assistance operator upon detection, by a call analyzer, of a connection status condition indicating a network connection problem.
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51. A directory assistance system for providing directory assistance services to a customer caller, comprising:
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a plurality of inbound channels for receiving customer calls;
a plurality of outbound channels for attempting to establish connections to destination telephones;
a plurality of directory assistance operators;
a voice server;
switching means having a plurality of call analyzers for monitoring and detecting connection status conditions on the plurality of outbound channels;
server means capable of searching directory assistance databases for search results including destination telephone numbers that satisfy directory assistance requests; and
means for connecting a customer call on a first inbound channel, without further action on the part of the customer, to the voice server upon detection of a ring-no-answer connection status condition by a call analyzer. - View Dependent Claims (52, 53)
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54. A directory assistance system for providing directory assistance services to a customer caller, comprising:
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a plurality of inbound channels for receiving customer calls;
a plurality of outbound channels for attempting to establish connections to destination telephones;
a plurality of directory assistance operators;
a voice server;
switching means having a plurality of call analyzers for monitoring and detecting connection status conditions on the plurality of outbound channels;
server means capable of searching directory assistance databases for search results including destination telephone numbers that satisfy directory assistance requests; and
means for connecting a customer call on a first inbound channel, without further action on the part of the customer, to a voice server upon detection, by a call analyzer, of a connection status condition indicating a busy signal. - View Dependent Claims (55, 56)
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Specification