Method and system for directory assistance services

• US 20050041794A1
• Filed: 09/23/2004
• Published: 02/24/2005
• Est. Priority Date: 04/28/1994
• Status: Abandoned Application

• Current Assignee: Amazon Technologies, Inc. (Amazon.com, Inc.)
• Original Assignee: Amazon Technologies, Inc. (Amazon.com, Inc.)
• Inventors: Timmins, Timothy A., Cox, Patrick M., Kepler, Michael A., Filliger, Paul W., Powell, Adrian P.
• Application Number:
  US10/947,867
• Publication Number:
  US 20050041794A1
• Time in Patent Office: Days
• US Class Current: 379/218.20
• CPC Class Codes: H04M 15/00 Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42 Systems providing special services or facilities to subscribers specially adapted for wireless communication networks H04W4/00
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/424 Arrangements for automatic redialling at the subscriber's set H04M1/27
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• 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 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80
• CPC Class Codes: H04M 3/60 Semi-automatic systems, i.e. in which the numerical selection of the outgoing line is under the control of an operator
• 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: H04Q 3/72 Finding out and indicating number of calling subscriber
• CPC Class Codes: H04W 4/00 : Services specially adapted for wireless communication networks; Facilities therefor
• CPC Class Codes: H04W 4/16 : Communication-related supplementary services, e.g. call-transfer or call-hold

Abstract

A mobile telephone, or personal communication services subscriber who wishes directory assistance services is connected in the conventional manner to an operator who identifies a destination telephone number desired by the subscriber. As known in the prior art, the operator then initiates a call connecting the subscriber to the destination telephone number. In a preferred embodiment, the operator locates a desired destination telephone number in a computer database, and can select automatic dialing of the located number. Further, rather than dropping all further involvement with the call, the preferred embodiment of the present invention continually monitors the connection thereby established for a predetermined DTMF signal issued by the customer, such as that obtained by pressing the “★” button. If such a signal is detected, the customer is transferred to a directory assistance operator, who can then provide whatever further assistance is needed (e.g., providing further directory assistance). If a busy signal or non-answering party is detected, a customer is given a plurality of options including leaving a recorded message or page, or a predetermined alphanumeric message or page for the called party. In this case, the system automatically tries, repeatedly, to deliver the recorded message or page and, optionally, confirms successful or failed message delivery to the calling party.

Claims

1-56. -56. (cancelled).

57. A method for providing a directory assistance service, comprising:

receiving a call from a first communication device associated with a caller, the call including a directory assistance request;

in response to the directory assistance request, searching a database for contact information concerning a destination party;

attempting to connect the call to a second communication device associated with the destination party based on the contact information, the contact information including an identifier of the second communication device;

presenting a menu to the caller through the first communication device during the call, the menu including an option for obtaining the identifier; and

providing the identifier to the caller through the first communication device upon a receipt of a selection by the caller of the option.

58. The method of claim 57 wherein the first communication device includes a telephonic device.

59. The method of claim 57 wherein the second communication device includes a telephonic device.

60. The method of claim 59 wherein the identifier includes a telephone number associated with the telephonic device.

61. The method of claim 57 wherein the menu is presented to the caller using a voice device.

62. The method of claim 57 wherein the selection is made by the caller initiating a signal using the first communication device.

63. The method of claim 62 wherein the signal includes a DTMF signal.

64. The method of claim 57 wherein the selection is made by voice command.

65. The method of claim 57 wherein the menu is presented when the attempt to connect the call to the second communication device over a connection is unsuccessful.

66. The method of claim 65 wherein the attempt is unsuccessful when a busy signal is detected from the connection.

67. The method of claim 65 wherein the attempt is unsuccessful when a ring-no-answer condition is detected from the connection.

68. A method for providing a directory assistance service, comprising:

receiving a call over a connection from a caller, the call including a directory assistance request;

in response to the directory assistance request, locating contact information concerning a party desired by the caller;

attempting to connect the call to a communication device associated with the desired party based on the contact information, the contact information including an identifier of the communication device;

announcing an option to the caller for obtaining the identifier during the call;

detecting a signal initiated by the caller to select the option; and

in response to a detection of the signal, announcing the identifier to the caller over the connection.

69. The method of claim 68 wherein the communication device includes a telephonic device.

70. The method of claim 69 wherein the identifier includes a telephone number associated with the telephonic device.

71. The method of claim 68 wherein the option is announced to the caller using a voice device.

72. The method of claim 68 wherein the identifier is announced to the caller using a voice device.

73. The method of claim 68 wherein the signal is initiated using a second communication device associated with the caller.

74. The method of claim 73 wherein the signal includes a DTMF signal.

75. The method of claim 68 wherein the signal contains a voice command.

76. The method of claim 68 wherein the option is announced to the caller when the attempt to connect the call to the communication device over a second connection is unsuccessful.

77. The method of claim 76 wherein the attempt is unsuccessful when a busy signal is detected from the second connection.

78. The method of claim 76 wherein the attempt is unsuccessful when a ring-no-answer condition is detected from the second connection.