System and method for efficient call management for directory assistance services

• US 20040156494A1
• Filed: 10/16/2003
• Published: 08/12/2004
• Est. Priority Date: 10/16/2002
• Status: Active Grant

• Current Assignee: Grape Technology Group Incorporated (KGB)
• Original Assignee: Grape Technology Group Incorporated (KGB)
• Inventors: Pines, Robert, Baumeister, Christine, Weiland, Franklin L. II
• Granted Patent: US 7,346,157 B2
• Time in Patent Office: Days
• US Class Current: 379/218.02
• CPC Class Codes: H04M 15/8033 location-dependent, e.g. business or home
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 2207/20 hybrid systems
• CPC Class Codes: H04M 2215/7435 Location dependent, e.g. Bussiness or home
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/12 Marking faulty circuits "busy"; Enabling equipment to disengage itself from faulty circuits ; Using redundant circuits; Response of a circuit, apparatus or system to an error
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/436 Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; diversion H04M3/54
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 7/0036 where the data service is an information service
• CPC Class Codes: H04M 7/0045 where the text-based messaging service is an instant messaging service
• CPC Class Codes: H04M 7/0048 where the text-based messaging service is a Short Message Service
• CPC Class Codes: H04M 7/06 using auxiliary connections for control or supervision , e.g. where the auxiliary connection is a signalling system number 7 link
• 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: H04M 7/1235 : where one of the core networks is a wireless network
• CPC Class Codes: H04M 7/1295 : Details of dual tone multiple frequency signalling
• CPC Class Codes: H04Q 2213/13097 : Numbering, addressing
• CPC Class Codes: H04Q 2213/13103 : Memory
• CPC Class Codes: H04Q 2213/13141 : Hunting for free outlet, circuit or channel
• CPC Class Codes: H04Q 2213/13376 : Information service, downloading of information, 0800/0900 services

Abstract

A communication assistance system is provided having a first database with a plurality of listings, each listing having at least one contact name and a corresponding contact number. A switching device receives calls from a plurality of users desiring to access the listings and an operator terminal receives the communication from the switching device and retrieves a listing from the first database. A first route is provided for handling telephone communications between the operator terminal and the user and a second route is provided with an out-of band processor for receiving information corresponding to call completion information and to provide call completion data to the switching device for completing the call between the user and the requested listing.

Claims

1. A communication assistance system comprising:

a first database having a plurality of listings therein, each of said listings having at least one contact name and a corresponding contact number;

a switching device for receiving calls from a plurality of users desiring to access said listings;

an operator terminal configured to receive said communication from said switching device and retrieve a listing from said first database;

a first route for handling telephone communications between said operator terminal and said user; and

a second route having an out-of band processor configured to receive information corresponding to call completion information and to provide call completion data to said switching device for completing said call between said user and said requested listing.

2. The communication assistance system according to claim 1, wherein said out-of band processor, may be configured to deliver said call completion data to said switch so as to allow cal completion via a plurality of formats including any one of SMS (Short Message Service), WAP (Wireless Application Process) and HTTP (HyperText Tranfer Protocol).

3. The communication assistance system according to claim 2, wherein any one of said formats for delivering said requested listing to said user can be set to a default format by said user.

4. The communication assistance system according to claim 2, wherein any one of said formats for delivering said requested listing to said user can be set to a default format by said communication assistance system.

5. A communication assistance system comprising:

a first database having a plurality of listings therein, each of said listings having at least one contact name and a corresponding contact number;

a switching device for receiving calls from a plurality of users desiring to access said listings; and

an operator terminal having a search screen, wherein said search screen maintains a plurality of search windows, each of which configured to enter a search term to search for listings contained in said first database, said operator terminal further configured to receive said communication from said switching device and retrieve a listing from said first database using said search screen.

6. The communication assistance system according to claim 5, wherein said search screen maintains a field restriction window configured to restrict the search to a field in said first database.

7. The communication assistance system according to claim 5, wherein said search screen is selected among said plurality of search screens based on the number dialed by said user to reach said communication assistance system.

8. The communication assistance system according to claim 5, wherein said search screen is displayed in the language preferred by said user.

9. The communication assistance system according to claim 5, wherein said search screen is selected among said plurality of search screens based on the service provider of said user.

10. The communication assistance system according to claim 9, wherein said search screen for said service provider maintains an introduction message to be read to said user by the operator at said operator terminal.

11. The communication assistance system according to claim 10, wherein said introduction message is changed, such that said change is automatically updated to all of said operator terminals in said communication assistance system.

12. The communication assistance system according to claim 5, wherein said search screen maintains an indication of the geographic location of said user.

13. The communication assistance system according to claim 12, wherein said geographic location of said user is provided by said user.

14. The communication assistance system according to claim 12, wherein said geographic location of said user is provided by an auto location system.

15. The communication assistance system according to claim 12, wherein said search screen at said operator terminal is configured to search for listings based on a proximity operation, wherein the listings retrieved from said first database are retrieved based on the listings closets to the geographic location of the user.

16. A communication assistance system comprising:

a first database having a plurality of listings therein, each of said listings having at least one contact name and a corresponding contact number;

a switching device for receiving calls from a plurality of users desiring to access said listings; and

an operator terminal displaying a first search screen among a plurality of search screens, wherein said search screen is selected among said plurality of search screen based on a predefined criteria, said operator terminal configured to receive said communication from said switching device and retrieve a listing from said first database using said selected search screen.

17. The communication assistance system as claimed in claim 16, wherein said predefined criteria, for selecting said search screen from said plurality of search screens, is the service provider of said user.

18. The communication assistance system as claimed in claim 17, wherein said predefined criteria, for selecting said search screen from said plurality of search screens, is based on different searching options, corresponding to directory options offered by said service provider of said user.

19. The communication assistance system according to claim 18, wherein said search screen for said service provider maintains an introduction message to be read to said user by the operator at said operator terminal.

20. The communication assistance system as claimed in claim 19, wherein said introduction message is stored as recorded audio file to be played when said user contacts said communication assistance system.

21. The communication assistance system as claimed in claim 17, wherein said search screen, for said service provider provides a special features options, corresponding to special features offered by said service provider.

22. The communication assistance system as claimed in claim 21, wherein said special features options include any one of, movie ticket sales, and restaurant listings.

23. The communication assistance system as claimed in claim 16, wherein said search screen is displayed in the language preferred by said user.

24. The communication assistance system according to claim 16, wherein said search screen maintains an indication of the geographic location of said user.

25. The communication assistance system according to claim 24, wherein said geographic location of said user is provided by said user.

26. The communication assistance system according to claim 24, wherein said geographic location of said user is provided by an auto location system.

27. The communication assistance system according to claim 24, wherein said search screen at said operator terminal is configured to search for listings based on a proximity operation, wherein the listings retrieved from said first database are retrieved based on the listings closets to the geographic location of the user.

28. The communication assistance system according to claim 26, wherein said search screen at said operator terminal is configured to provide a directions search for said user, wherein said starting position is automatically entered by said auto-location system.

29. The communication assistance system according to claim 28, wherein said directions search is recalculated along said route each time said user contacts said communications assistance system.