Computer-assisted telephony system

• US 20090137224A1
• Filed: 10/26/2005
• Published: 05/28/2009
• Est. Priority Date: 10/26/2004
• Status: Abandoned Application

• Current Assignee: Bazile Telecom Sarl
• Original Assignee: Bazile Telecom Sarl
• Inventors: Grand-Clement, Jean-Luc, Peyre, Jean-Francois
• Application Number:
  US11/666,447
• Publication Number:
  US 20090137224A1
• Time in Patent Office: Days
• US Class Current: 455/404.200
• CPC Class Codes: G08B 25/005 Alarm destination chosen according to a hierarchy of available destinations, e.g. if hospital does not answer send to police station
• CPC Class Codes: H04M 11/04 with alarm systems, e.g. fire, police or burglar alarm systems
• CPC Class Codes: H04M 11/10 with dictation recording and playback systems
• CPC Class Codes: H04M 2203/2016 Call initiation by network rather than by subscriber
• CPC Class Codes: H04M 2242/04 for emergency applications
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/4933 with operator assistance
• 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 3/5116 for emergency applications
• 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

Abstract

The invention relates to a telephony system whose users (11, 12, 13), being provided with a simplified fixed or mobile telephone terminal devoid of a screen and a keyboard, initiate a call by merely manipulating a handset, a button or a flap in order to be connected to an operator (14) accessing to a database (15) which provides said operator with references of the calling person and instructions, their telephone contacts list and their useful medical data. Said database is updated by subscribers or authorized third parties using the Internet, electronic mail or telephone. A simplified terminal is remotely programmed, in particular to define a number to call according to the availability of operators or to adjust the ringer volume according to the time, for example. The transfer to a desired contact can be carried out by the terminal itself, which receives from the operator an instruction indicating the number to call, for example by means of voice frequencies.

Claims

1. Operator-assisted telephony system in which a user:

(11, 12, 13) subscribing to the system is provided with a simplified fixed or mobile telephone terminal that has no screen or keyboard and can take the form of a pendant, and by which, when the user initiates a call simply by manipulating a handset, a button, a flap or any other electromechanical device or by speaking, the user is connected directly to an operator (14), said operator accessing in real time a database (15) that, immediately the call is received, provides the references, preferences and instructions of the caller, in particular a list of the caller'"'"'s telephone contacts and medical data useful in an emergency, and assists said operator to connect the caller with the required contact (16) or service, to deal with an emergency, to relay a request or to supply the caller with requested information;

said system being characterized in that said database can be updated in real time by subscribers, operators, and authorized third parties, in particular by means of an Internet type computer link, electronic mail, or telephone, and the simplified telephone terminal can be remotely programmed either automatically by the database or manually by persons having the appropriate service activation code, for example by means of a messaging or electronic mail system, in particular to define the number to be called as a function of the availability of potential operators and to adjust the ringer volume as a function of the time, for example.

2. A telephony system according to claim 1, characterized in that said operator also receives automatically information on the geographical location of the caller, enabling the operator in particular to decide on the best service to connect the caller to in an emergency.

3. A telephony system according to claim 1, characterised in that the caller can dictate to the operator a voice or text message and request the operator to transmit it to a designated contact by telephone, electronic mall, facsimile, simplified messaging system, or any other appropriate means.

4. A telephony system according to claim 1, characterized in that the contacts listed in the database can report their availability and the telephone numbers at which to contact them in advance and also in real time.

5. A telephony system according to claim 1, characterized in that the contacts listed in the database can have the option of serving temporarily or permanently as the operator for at least one of the subscriber callers and of then being able to offer at least some of the services offered by the usual operators.

6. A telephony system according to claim 1, characterized in that at least some of the operators use a high bit rate Internet link to communicate with callers, connect them to a selected contact, or receive pertinent information from the database on their terminal in real time.

7. A telephony system according to claim 1, characterized in that, to favor a more rapid response, a call is signaled to several of the operators declared to be available or to all of them.

8. A telephony system according to claim 1, characterized in that an emergency call can be triggered either by prolonged and continuous pressing of a call button, by specific manipulation of a flap, or by pressing the button on a detachable pendant usable remotely from the terminal, which can be programmed to call a national number, such as 112 in Europe, instead of the usual operator.

9. A telephony system according to claim 1, characterized in that a call be processed by a plurality of operators in parallel, at least in an emergency, either immediately the call is received or subsequently, after this requirement is reported by the operator who initially responds, the network management system managing the collaboration of the operators.

10. A telephony system according to claim 1, characterized in that a user can request that calls to the user be filtered by the operators of the network according to instructions recorded in the database, for example telling the operator, as a function of the caller, the time or other predefined parameter, to transfer the call to the user, to refuse it, to take a message or to send a message to the caller.

11. A telephony system according to claim 1, characterized in that a user can request the operators of the network to receive voice, text, facsimile, or electronic mail messages to that user in order to transmit them to the user by telephone, mail, or any other communication means and optionally to assist the user to answer them.

12. A telephony system according to claim 1, characterized in that a user can request the operator to connect the user to a requested contact by simply entering the number (direct transfer), after checking that the line is available (assisted transfer), or after checking that the contact answers (manual transfer), including if that requires waiting for the called party to become available or entering more than one number.

13. A telephony system according to claim 1, characterized in that the connection to a requested contact is effected by the operator sending voice frequency (DTMF) commands interpreted by the terminal as the address of the number of that contact in the contact list of the terminal or the complete number of that contact, so that the terminal enters said number and is connected to the contact, remaining connected to the operator or not, such a system avoiding the operator needing to have a switching system.

14. A telephony system according to claim 1, characterized in that, by means of an integrated voice synthesizer system, the operator or the terminal can inform a caller, systematically or at the caller'"'"'s request, as to the status of the caller'"'"'s telephone consumption and the data transmitted by the caller'"'"'s terminal at the time of the call, for example location data, the state of charge of the rechargeable battery or even measurements of physiological data effected by sensors connected to the terminal.

15. A telephony system according to claim 1, characterized in that said operator works remotely, for example from home, but has means for reporting his or her own availability or unavailability to the network in advance but also in real time, enabling the network to route callers to the available operators, whilst using its best efforts to connect a caller to that caller'"'"'s usual or preferred operators.

16. A telephony system according to claim 1, characterized in that the telephone terminal has a full keyboard, and possibly a screen, which are concealed in a normal mode of operation, for example by a flap, to allow only simplified working with direct access to the network of operators in that mode of operation.

17. A telephony system according to claim 1, characterized in that the simplified terminal can be programmed to respond automatically in ‘

hands-free’

mode to all calls or to only those calls that emanate from authorized callers, and to do so systematically, as a function of an action of the user, or as a function of a code sent by the caller.

18. A telephony system according to claim 1, characterized in that the simplified terminal is provided with means for signaling, repetitively if necessary, a low level of charge in its energy source, battery or rechargeable battery, in the form of a visual message, such as a flashing indicator, a sound signal or .an electronic message sent to the network to prompt the intervention of the operator.

19. A telephony system according to claim 1, characterized in that at least some callers use simplified ‘

wireless’

telephone terminals consisting of a fixed base connected to the telephone network and a mobile terminal communicating with said base by a short-range or medium-range radio link, for example using the DECT, ISM, WIFI or WIMAX standards, which base can then be equipped with more complex functions than said simplified mobile terminal.

20. A telephony system according to claim 1, characterized in that at least some callers use mobile, portable or vehicle-mounted telephone terminals connected to a mobile telephone network operating with the GSM, PCS, DCS or CDMA standards, for example, and provided with means for initializing them automatically as soon as switched on.

21. A telephony system according to claim 1, characterized in that the simplified telephone terminal includes an inclination or acceleration sensor for detecting the orientation and movement of the terminal and adjusting its operation intuitively, for example to cut off the power supply from the terminal if a single button is pressed for a long time with the front face of the terminal facing downwards, to enter the ‘

hands-free’

mode if, during a call, the terminal is laid flat with the front panel uppermost, or to trigger an emergency call if the terminal is strongly agitated.

22. A telephone system according to claim 21, characterized in that the integrated inclination or acceleration sensor is used to identify the caller by prompting the caller to register and subsequently to repeat an electronic signature that consists of a sequence of movements of the terminal and can be used to authorize the initialization of the terminal or any type of remote transaction that may require authentication by the caller.

23. Telephone installation comprising an assisted telephony system and at least one terminal,

said terminal being provided with control means for connecting with the system and forwarding its identification to it,

the system including:

a database in which states a list of partners'"'"' numbers associated with said identification,

assisting means for connecting said terminal with one partner,

means for updating the database through the terminal, wherein;

control means showing exclusively two (stable) states, they belong to the set comprising electromechanical devices and vocal devices,

updating means are informed through one unit of the set comprising said assisting means and the other terminals, and

the terminal is remotely programmed by said assisting means.