Method and apparatus for Voice-over IP services triggered by off-hook event

• US 20030223403A1
• Filed: 05/29/2002
• Published: 12/04/2003
• Est. Priority Date: 05/29/2002
• Status: Active Grant

• Current Assignee: Time Warner Cable Enterprises LLC (Charter Communications Incorporated)
• Original Assignee: Time Warner Cable Inc. (Charter Communications Incorporated)
• Inventors: Higgins, Richard
• Granted Patent: US 7,343,005 B2
• Time in Patent Office: Days
• US Class Current: 370/352
• CPC Class Codes: H04M 2203/1058 Shopping and product ordering
• CPC Class Codes: H04M 3/42204 Arrangements at the exchange for service or number selection by voice at the terminal H04M1/27
• CPC Class Codes: H04M 3/44 Additional connecting arrangements for providing access to frequently-wanted subscribers, e.g. abbreviated dialling at the subscriber's set H04M1/27; automatic redialling H04M3/424
• CPC Class Codes: H04M 3/4878 Advertisement messages
• 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 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04M 7/0069 comprising a residential gateway, e.g. those which provide an adapter for POTS or ISDN terminals

Abstract

The present invention is drawn to a method and apparatus for taking advantage of the always-on nature of a broadband VoIP network connection to provide enhanced services triggered by the off-hook event, bypassing a dial tone. In use, a caller triggers a network based greeting upon the off-hook event of picking up the phone. The greeting can be used for unique branding purposes by speaking a greeting to the caller. After the greeting, the caller can be immediately connected to an array of network-based services. A voice recognition system is employed to permit the caller to use voice dialing. A network interactive voice response unit (VRU) is used with the voice recognition system to allow the user to access services from a menu. The VRU can respond to an affirmative statement from the caller by using a table to lookup the phone number of requested services closest to the caller based on the caller'"'"'s phone number (i.e., ANI). The VRU can additionally collect purchase and/or billing information from the caller and electronically place an order with the vendor, such as via facsimile, e-mail, web form, or other electronic means. The product or service is then delivered directly to the caller with minimal or no human intervention.

Claims

1. A method of providing Voice-over IP (VoIP) services triggered by an off-hook event, comprising:

detecting a caller off-hook event from a device connected to a voice port of a broadband network modem;

generating a VoIP spoken greeting to the caller;

receiving a VoIP caller response in a voice response unit (VRU) on the broadband network;

said VRU analyzing caller response for a service request;

said VRU generating a VoIP spoken marketing offer to the caller targeted to a service request; and

electronically implementing said service upon acceptance of the marketing offer.

2. The method of claim [c1], wherein said VRU further detects the off-hook event and generates the VoIP spoken greeting.

3. The method of claim [c1], further comprising said VRU connecting the caller to a number on a PSTN in response to a VoIP caller voice dial request.

4. The method of claim [c3], further comprising said VRU looking up the phone number in response to the VoIP caller voice dial request.

5. The method of claim [c1], further comprising:

said VRU analyzing a VoIP caller answer to the VoIP spoken marketing offer;

said VRU generating an additional VoIP spoken marketing offer targeted to the VoIP caller answer; and

electronically implementing said service upon acceptance of the additional spoken marketing offer.

6. The method of claim [c1], wherein electronically implementing the service includes the VRU using stored caller data to complete transactions.

7. The method of claim [c6], wherein said stored caller data includes payment information and delivery information.

8. A system for providing Voice-over IP (VoIP) services triggered by an off-hook event, comprising:

a broadband network connecting a broadband modem to the Internet;

a caller device connected to a voice port of the broadband modem;

a voice response unit (VRU) connected to the broadband network;

instructions on said VRU adapted to provide a VoIP spoken greeting to a caller upon detection of an off-hook event of the device;

instructions on said VRU adapted to receive a VoIP caller response;

instructions on said VRU adapted to analyze the VoIP caller response for a service request;

instructions on said VRU adapted to generate a VoIP spoken marketing offer targeted to a service request; and

instructions on said VRU adapted to electronically implement said service upon acceptance of the marketing offer.

9. The system of claim [c8], further comprising the VRU obtaining the marketing offer from a database of marketing offers.

10. The system of claim [c8], wherein said VRU further comprises means to detect the off-hook event and generate the VoIP spoken greeting.

11. The system of claim [c8], wherein said VRU further comprises instructions adapted to connect the caller to a number on a PSTN in response to a VoIP caller voice dial request.

12. The system of claim [c11], wherein said VRU further comprises instructions adapted to look up the phone number in response to the VoIP caller voice dial request.

13. The system of claim [c8], wherein:

said VRU comprises instructions adapted to analyze a VoIP caller answer to the VoIP spoken marketing offer;

said VRU comprises instructions adapted to generate an additional VoIP spoken marketing offer targeted to the VoIP caller answer; and

means to electronically implement said service upon acceptance of the additional VoIP spoken marketing offer.

14. The system of claim [c8], wherein the means to electronically implement the service includes a database of caller data to complete transactions.

15. The system of claim [c14], wherein said database of caller data includes payment information and delivery information.

16. A method of providing Voice-over IP (VoIP) services triggered by an off-hook event, comprising:

detecting a caller off-hook event from a device connected to a voice port of a broadband network modem;

generating a VoIP spoken greeting to the caller;

receiving a VoIP caller voice dial request in a voice response unit (VRU) on the broadband network;

said VRU analyzing the VoIP caller voice dial request; and

said VRU connecting the caller to a telephone number on a PSTN in response to the VoIP caller voice dial request.

17. The method of claim [c16], wherein said VRU further detects the off-hook event and generates the VoIP spoken greeting.

18. The method of claim [c16], wherein said VoIP caller voice dial request comprises a spoken telephone number and said VRU uses voice recognition to determine the telephone number.

19. The method of claim [c16], wherein said VoIP call voice dial request includes a spoken name and said VRU uses voice recognition to identify the name and looks up a phone number associated with the name in a database to determine the telephone number.

20. A system for providing Voice-over IP (VoIP) services triggered by an off-hook event, comprising:

a broadband network connecting a broadband modem to the Internet;

a caller device connected to a voice port of the broadband modem;

a voice response unit (VRU) connected to the broadband network;

instructions on said VRU adapted to provide a VoIP spoken greeting to a caller upon detection of an off-hook event of the device;

instructions on said VRU adapted to receive a VoIP caller voice dial request;

instructions on said VRU adapted to analyze the VoIP caller voice dial request; and

instructions on said VRU adapted to connect the caller device to a telephone number on a PSTN in response to the VoIP caller voice dial request.

21. The system of claim [c20], wherein said VRU further comprises means to detect the off-hook event and generate the VoIP spoken greeting.

22. The system of claim [c20], wherein said VRU further comprises instructions adapted to recognize a telephone number in the VoIP caller voice dial request.

23. The system of claim [c20], further comprising a database of telephone numbers associated with names, and wherein said VRU further comprises instructions adapted to recognize a name in the VoIP caller voice dial request and look up the phone number associated with the name in the database.

24. The method of claim [c5], wherein electronically implementing the service includes the VRU using stored caller data to complete transactions.

25. The method of claim [c24], wherein said stored caller data includes payment information and delivery information.

26. The system of claim [c13], wherein the means to electronically implement the service includes a database of caller data to complete transactions.

27. The system of claim [c26], wherein said database of caller data includes payment information and delivery information.