Communication assistance system and method

• US 20050143064A1
• Filed: 02/15/2005
• Published: 06/30/2005
• Est. Priority Date: 01/31/2000
• Status: Active Grant

• Current Assignee: INFONXX, Inc.
• Original Assignee: INFONXX, Inc.
• Inventors: Pines, Robert, Baumeister, Christine, Blakeney, John, Marwell, Evan
• Granted Patent: US 7,027,570 B2
• Time in Patent Office: Days
• US Class Current: 455/428
• 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 15/06 Recording class or number of calling , i.e. A-party or called party , i.e. B-party
• CPC Class Codes: H04M 15/41 Billing record details, i.e. parameters, identifiers, structure of call data record [CDR]
• CPC Class Codes: H04M 15/44 Augmented, consolidated or itemized billing statement or bill presentation
• CPC Class Codes: H04M 15/51 for resellers, retailers or service providers
• CPC Class Codes: H04M 15/58 based on statistics of usage or network monitoring
• CPC Class Codes: H04M 15/68 Payment of value-added services
• CPC Class Codes: H04M 15/80 Rating or billing plans; Tariff determination aspects
• CPC Class Codes: H04M 15/8038 Roaming or handoff
• CPC Class Codes: H04M 15/8044 Least cost routing
• CPC Class Codes: H04M 15/8228 Session based
• CPC Class Codes: H04M 2203/6009 Personal information, e.g. profiles or personal directories being only provided to authorised persons
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 2207/206 composed of PSTN and wireless network
• CPC Class Codes: H04M 2215/01 Details of billing arrangements
• CPC Class Codes: H04M 2215/0104 Augmented, consolidated or itemised billing statement, e.g. additional billing information, bill presentation, layout, format, e-mail, fax, printout, itemised bill per service or per account, cumulative billing, consolidated billing
• CPC Class Codes: H04M 2215/0152 General billing plans, rate plans, e.g. charge rates, numbering plans, rate centers, customer accounts
• CPC Class Codes: H04M 2215/0164 Billing record, e.g. Call Data Record [CDR], Toll Ticket[TT], Automatic Message Accounting [AMA], Call Line Identifier [CLI], details, i.e. parameters, identifiers, structure
• CPC Class Codes: H04M 2215/0188 Network monitoring; statistics on usage on called/calling number
• CPC Class Codes: H04M 2215/0196 Payment of value-added services, mainly when their charges are added on the telephone bill, e.g. payment of non-telecom services, e-commerce, on-line banking
• CPC Class Codes: H04M 2215/2026 : Wireless network, e.g. GSM, PCS, TACS
• CPC Class Codes: H04M 2215/32 : Involving wireless systems
• CPC Class Codes: H04M 2215/34 : Roaming
• CPC Class Codes: H04M 2215/42 : Least cost routing, i.e. provision for selecting the lowest cost tariff
• CPC Class Codes: H04M 2215/54 : Resellers-retail or service providers billing, e.g. agreements with telephone service operator, activation, charging/recharging of accounts
• CPC Class Codes: H04M 2215/74 : Rating aspects, e.g. rating parameters or tariff determination apects
• CPC Class Codes: H04M 2215/7442 : Roaming
• CPC Class Codes: H04M 2215/745 : Least cost routing, e.g. Automatic or manual, call by call or by preselection
• CPC Class Codes: H04M 2215/7833 : Session based
• CPC Class Codes: H04M 3/42008 : Systems for anonymous communication between parties, e.g. by use of disposal contact identifiers
• CPC Class Codes: H04M 3/42042 : Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42068 : where the identifier is used to access a profile
• CPC Class Codes: H04M 3/4211 : where the identifier is used to access a profile
• CPC Class Codes: H04M 3/42153 : by subscriber
• 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: H04W 4/00 : Services specially adapted for wireless communication networks; Facilities therefor
• CPC Class Codes: H04W 4/12 : Messaging; Mailboxes; Announcements
• CPC Class Codes: H04W 4/16 : Communication-related supplementary services, e.g. call-transfer or call-hold
• CPC Class Codes: H04W 4/24 : Accounting or billing
• CPC Class Codes: H04W 40/02 : Communication route or path selection, e.g. power-based or shortest path routing
• CPC Class Codes: H04W 56/00 : Synchronisation arrangements
• CPC Class Codes: H04W 74/00 : Wireless channel access
• CPC Class Codes: H04W 8/02 : Processing of mobility data, e.g. registration information at HLR [Home Location Register] or VLR [Visitor Location Register]; Transfer of mobility data, e.g. between HLR, VLR or external networks

Abstract

A communication assistance system is provided for providing access to information corresponding to a plurality of subscribers. The system includes a telephone switch for receiving calls from a plurality of requesters desiring access to the information corresponding to subscribers. A database stores the information corresponding to each of the subscribers, including their phone numbers. A dial string translator receives dial strings dialed by the plurality of requesters and translate them to a corresponding digit sequence associated with a service provided by the communication assistance system.

Claims

1. A communication assistance system for providing access to information corresponding to a plurality of subscribers, the system comprising:

a telephone switch for receiving calls from a plurality of requesters desiring access to said information corresponding to subscribers;

a database configured to store said information corresponding to each of said subscribers, including phone numbers of each of said subscribers; and

a dial string translator configured to receive dial strings dialed by said plurality of requesters and translate said received dial strings to a corresponding digit sequence associated with a service provided by said communication assistance system.

2. The system in accordance with claim 1, further comprising a call center coupled to said switch for routing each of said received calls from said requester to an operator terminal that has access to said database.

3. The system in accordance with claim 1, further comprising an operator terminal operated by a customer representative, so as to retrieve information stored in said database.

4. The system in accordance with claim 1, further comprising an automated operator terminal so as to automatically retrieve information stored in said database.

5. The system in accordance with claim 1, wherein said dial string translator generates a digital string within said digit sequence that represents a telephone carrier switching center handling a call made by each one of said requesters.

6. The system in accordance with claim 2, wherein said dial string translator generates a digital string within said digit sequence that represents a specific language to be utilized by said system when communicating with said requester.

7. The system in accordance with claim 6, wherein said call center routes a requester'"'"'s phone call to an operator terminal handled by a customer representative who is capable of conversing in said specific language.

8. The system in accordance with claim 7, wherein said switch is configured to generate an incoming call information record containing a preferred language code field to store said dial string associated with said specific language.

9. The system in accordance with claim 8, wherein said call information record further comprises a number dialed by requester field to store the number dialed by each one of said requesters.

10. The system in accordance with claim 9, wherein said call information record further comprises an originating phone number of requester field to store the number from which each one of said requesters has dialed.

11. The system in accordance with claim 6, further comprising a plurality of said call centers remotely connected together via a communications channel, each of said call centers capable of routing a received phone call from each one of said requesters to another one of said call centers.

12. The system in accordance with claim 6, wherein said database is searched to retrieve at least one subscriber who communicates in said specific language.

13. A communication assistance system for providing access to information corresponding to a plurality of subscribers, the system comprising:

a telephone switch for receiving calls from a plurality of requesters desiring to access said information corresponding to subscribers; and

a database directory listing storing information corresponding to each one of said subscribers, said information including a Pre-Announcement field containing information indicating whether a requester is pre-announced before a voice connection to a subscriber is made.

14. The system in accordance with claim 13, further comprising a call center coupled to said switch for routing each of said received calls from said requester to an operator terminal.

15. The system in accordance with claim 13, further comprising an operator terminal operated by a customer representative, so as to retrieve information stored in said database.

16. The system in accordance with claim 13, further comprising an automated operator terminal so as to automatically retrieve information stored in said database.

17. The system in accordance with claim 13, wherein said database directory listing further maintains a Special Services field associated with services provided by said subscriber, so as to allow a search of said database against any one of said services.

18. The system in accordance with claim 17, wherein said special services include indication that a service is open 24 hours.

19. The system in accordance with claim 17, wherein said special services include indication that a service provides Spanish speaking personnel.

20. The system in accordance with claim 17, wherein said special services include indication that a service provides hearing impaired compatible information.

21. The system in accordance with claim 13, wherein said database directory listing further comprises a Device Capability field associated with capabilities of a wireless device corresponding to each one of said subscribers.

22. The system in accordance with claim 13, wherein said database directory listing further comprises a Defined Locality field associated with a subscriber'"'"'s preferred locality.

23. The system in accordance with claim 13, wherein said database directory listing further comprises a Billing Information field associated with information corresponding with each one of said subscribers.

24. The system in accordance with claim 23, wherein said Billing Information field contains instructions associated with whether a requester or a subscriber is responsible for the billing on calls made by a requester to a subscriber.

25. The system in accordance with claim 13, wherein said database directory listing includes a NPA/NXX field containing information indicating whether a requester is calling from a wireless device or a landline device.

26. The system in accordance with claim 13, wherein said pre-announcement to said subscriber is in voice format.

27. The system in accordance with claim 13, wherein said pre-announcement to said subscriber is in text format.

28. The system in accordance with claim 27, wherein said pre-announcement text message includes said requester'"'"'s phone number and name.

29. The system in accordance with claim 28, further comprising a voice to text conversion module configured to convert voice messages provided by a requester to text messages that are delivered to said subscriber.

30. The system in accordance with claim 29, wherein said text messages are in a format provided from one of the following list:

SMS, WAP, iMode, and instant messaging.

31. The system in accordance with claim 13, wherein said Pre-Announcement field is defaulted to inactive when said requester is calling for a landline device and said Pre-Announcement field is defaulted to active when said requester is calling for a wireless device.

32. The system in accordance with claim 13, wherein said pre-announcement is made to a subscriber via audio and visual messages depending on said subscriber'"'"'s preference.

33. The system in accordance with claim 13, further comprising a Voice Response Unit for storing pre-announcement messages that are played in accordance with information contained in said Pre-Announcement field.

34. The system in accordance with claim 33, wherein said Voice Response Unit stores a requester'"'"'s message so as to announce said requester to a desired subscriber for acceptance of a call from said requester by said subscriber.

35. The system in accordance with claim 34, wherein said requester is prompted to leave a voice message, when said requester'"'"'s call to said subscriber is not accepted.

36. A communication assistance system for providing access to information corresponding to a plurality of subscribers, the system comprising:

a telephone switch for receiving calls from a plurality of requesters desiring access to said information corresponding to subscribers;

a database directory listing storing information corresponding to each one of said subscribers including their phone numbers, said information including a Pre-Announcement field containing information indicating whether a requester is pre-announced before a voice connection to a subscriber is made; and

a dial string translator configured to receive dial strings dialed by each one of said plurality of requesters and translate said received dial strings to a corresponding digit sequence associated with a service provided by said communication assistance system.

37. A method of operating a communication assistance system for providing access to information corresponding to a plurality of subscribers, said method comprising the steps of:

receiving calls from a plurality of requesters desiring to access said information corresponding to subscribers at a telephone switch;

accessing a first database and retrieving said information corresponding to a subscriber, including phone numbers of each of said subscribers; and

receiving dial strings dialed by each one of said plurality of requesters and translating said received dial strings to a corresponding digit sequence associated with a service provided by said communication assistance system.

38. A method of operating a communication assistance system for providing access to information corresponding to a plurality of subscribers, said method comprising the steps of:

receiving calls from a plurality of a requesters desiring to access said information corresponding to subscribers at a telephone switch; and

storing information corresponding to each one of said subscribers in a database directory listing, said information including a Pre-Announcement field containing information indicating whether a requester is pre-announced before a voice connection to a subscriber is made.