Automated operator assistance with menu options

• US 20030223566A1
• Filed: 05/31/2002
• Published: 12/04/2003
• Est. Priority Date: 05/31/2002
• Status: Active Grant

• Current Assignee: SBC Properties, L.P.
• Original Assignee: SBC Properties, L.P.
• Inventors: Book, Nancy Ann, McBlain, Thomas Joseph, Gruchala, Carol Shifrin
• Granted Patent: US 6,928,156 B2
• Time in Patent Office: Days
• US Class Current: 379/219
• CPC Class Codes: H04M 2203/255 comprising a personalized user interface
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 2207/12 intelligent networks
• CPC Class Codes: H04M 3/42153 by subscriber
• CPC Class Codes: H04M 3/42161 via computer interface
• 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

Abstract

A subscriber implements and accesses telecommunications services, using a graphical user interface (GUI) via the Internet, and an interactive voice response (IVR) system via the public switched telecommunications network (PSTN). The subscriber can create preferences for calls placed to operator assistance.

Claims

1. A method for processing a call placed by a caller to operator assistance in accordance with the caller'"'"'s preferences comprising:

receiving the call at a switch;

suspending the call at the switch;

launching a query to a service control point;

retrieving the caller'"'"'s operator service preferences from a database at the service control point; and

handling the call in accordance with the caller'"'"'s preferences.

2. A method in a custom operator service for presenting a caller, who has placed a call to operator assistance, with a menu based upon preferences defined by the caller, comprising:

receiving the call at a switch;

suspending the call at the switch;

launching a query to a service control point;

retrieving the caller'"'"'s operator service preferences;

presenting the caller with a menu of operator services, the menu reflecting the caller'"'"'s preferences;

receiving the caller'"'"'s selection at the switch;

determining how to route the call in accordance with the caller'"'"'s selection; and

routing the call based on the determination.

3. The method according to claim 2, wherein the caller'"'"'s operator service preferences are retrieved from a database at the service control point.

4. The method according to claim 2, wherein the caller'"'"'s operator service preferences are presented to the caller via an intelligent peripheral.

5. The method according to claim 2, wherein the caller is a member of a network distinct from a public switched telephone network.

6. The method according to claim 2, wherein the menu of operator services includes at least one of directory assistance, calling card calls, credit card calls, emergency services, and live operator assistance.

7. The method according to claim 2, further comprising determining whether the caller is a subscriber of the custom operator service.

8. The method according to claim 7, further comprising routing the caller to live operator assistance or an automated service when the caller is determined not to be a subscriber of the custom operator service.

9. The method according to claim 2, further comprising presenting the menu to the caller using a recording previously recorded by the caller.

10. A method for presenting a caller with a preferred menu of operator services in response to a call originating from a first network placed to operator assistance of a second network comprising:

receiving the call from the first network at a switch in the second network;

suspending the call at the switch;

launching a query to a service control point;

presenting the caller with the preferred menu of operator services;

receiving a selection made by the caller at the switch;

determining how to route the call in accordance with the caller'"'"'s selection; and

routing the call based on the determination.

11. The method of claim 10, further comprising routing the call to a location within the first network.

12. The method of claim 10, wherein the menu of operator services includes at least one of directory assistance, calling card calls, credit card calls, emergency services, live operator assistance, and a location within the first network.

13. A method of configuring a subscriber'"'"'s preferences that determine the processing of calls placed to operator assistance comprising:

authenticating the subscriber;

receiving the subscriber'"'"'s preferences;

storing the subscriber'"'"'s preferences;

wherein a menu reflecting the subscriber'"'"'s preferences is presented to the subscriber

when the subscriber places a call to operator assistance.

14. The method according to claim 13, wherein the subscriber'"'"'s preferences are stored at a service control point.

15. The method according to claim 13, wherein the subscriber'"'"'s preferences are stored at an intelligent peripheral.

16. The method according to claim 13, wherein the subscriber'"'"'s preferences are received via the Internet.

17. The method according to claim 13, wherein the subscriber'"'"'s preferences are received via an interactive voice response system.

18. A telecommunications system for routing a call from a subscriber of a custom operator service to operator assistance, said telecommunications system comprising:

a database that stores a subscriber'"'"'s operator service preferences;

an intelligent peripheral that presents to the subscriber an operator service menu in response to a call from with the subscriber;

wherein the subscriber is prompted to select from the menu and the call is routed in accordance with the subscriber'"'"'s selection.

19. The telecommunications system according to claim 18, further comprising a service management system that allows a subscriber to pre-program the subscriber'"'"'s operator service preferences.

20. The telecommunications system according to claim 18, further comprising a service control point that retrieves the subscriber'"'"'s operator service preferences upon receiving a query from a switch.

21. The telecommunications system according to claim 18, further comprising a switch that routes the call to an extension in a subscriber network that originated the call.

22. A computer readable medium in a custom operator service for presenting a subscriber, who has placed a call to operator assistance, with a menu based upon preferences defined by the subscriber, comprising:

a retrieving source code segment that retrieves a subscriber'"'"'s preferences from a database;

a presenting source code segment that presents the menu in accordance with a subscriber'"'"'s preferences; and

a determining source code segment that determines how to route the call in accordance with a menu selection chosen by the caller.

23. The computer readable medium of claim 22, further comprising a routing source code segment that routes the call in accordance with the determination.

24. The computer readable medium of claim 22, wherein the menu includes at least one of directory assistance, calling card calls, credit card calls, emergency services, and live operator assistance.