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Method and apparatus for monitoring telephonic members and providing directory assistance

  • US 20020085702A1
  • Filed: 10/25/2001
  • Published: 07/04/2002
  • Est. Priority Date: 03/13/1997
  • Status: Active Grant
First Claim
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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.

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