Automated operator assistance calls with voice processing
First Claim
1. In a telecommunications switch offering operator assistance services, a method of setting up a collect call from a calling customer terminal to a called customer terminal, comprising the steps of:
- receiving a request comprising data identifying said called customer terminal and data identifying said call as a collect call, to set up said call;
transmitting a request to an interconnection network to set up a connection from said telecommunications switch to said called customer terminal;
detecting an answer by said called customer terminal; and
after said answer has been detected, connecting an operator position to the call connection.
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Accused Products
Abstract
A method and apparatus for identifying the class of an operator assistance call in order to reduce the operator work time for serving such a call. A customer dials 0 or dials 0 plus a directory number and is connected to a program controlled operator assistance system or switch. The switch initially connects the calling customer to a voice processing unit and prompts the customer to speak a command or key a command code. The command or command code is recognized and used to direct the flow of the control program to selectively defer a connection to an operator position. For example, for person-to-person calls, the operator position is only connected after the called customer terminal answers. Advantageously, such a method and apparatus substantially reduces operator work time for broad classes of frequently used operator assistance services.
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Citations
14 Claims
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1. In a telecommunications switch offering operator assistance services, a method of setting up a collect call from a calling customer terminal to a called customer terminal, comprising the steps of:
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receiving a request comprising data identifying said called customer terminal and data identifying said call as a collect call, to set up said call; transmitting a request to an interconnection network to set up a connection from said telecommunications switch to said called customer terminal; detecting an answer by said called customer terminal; and after said answer has been detected, connecting an operator position to the call connection. - View Dependent Claims (2, 3, 4, 5, 6)
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7. In a telecommunications switch offering operator assistance services, a method of setting up a collect call from a calling customer terminal to a called customer terminal comprising the steps of:
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receiving a request, comprising data identifying said called customer terminal and data identifying said call as a collect call, to set up said call; transmitting a request to an interconnection network to set up a connection from said telecommunications switch to said called customer terminal; detecting an answer by said called customer terminal; connecting an announcement to said called customer terminal; connecting an automatic voice processing system to said called customer terminal for detecting a positive response; and setting up a connection between said calling customer terminal and said called customer terminal in response to said detection of said positive response.
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8. In a telecommunications switch offering operator assistance services, a method of setting up a collect call from a calling customer terminal to a called customer terminal, comprising the steps of:
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receiving a request, comprising data identifying said called customer terminal and data identifying said call as a collect call, to set up said call; prompting a customer at said calling customer terminal to speak a calling identity; recording the response to said prompt; transmitting a request to an interconnection network to set up a connection from said telecommunications switch to said called customer terminal; detecting an answer by said called customer terminal; connecting an announcement to said called customer terminal, said announcement comprising said recorded response to said prompt; connecting an automatic voice processing system to said called customer terminal for detecting a positive response; and setting up a connection between said calling customer terminal and said called customer terminal in response to said detection of said positive response.
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9. In a telecommunications switch offering operator assistance services, a method of setting up a person-to-person call from a calling customer terminal to a called customer terminal, comprising the steps of:
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receiving a request, comprising data identifying said called customer terminal and data identifying said call as a person-to-person call, to set up said call; transmitting a request to an interconnection network to set up a connection from said telecommunications switch to said called customer terminal; detecting an answer by said called customer terminal; and after said answer has beed detected, connecting an operator position to the call connection. - View Dependent Claims (10, 11, 12, 13, 14)
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Specification