Automation of telephone operator assistance calls

• US 5,181,237 A
• Filed: 03/27/1991
• Issued: 01/19/1993
• Est. Priority Date: 10/12/1990
• Status: Expired due to Term

• Current Assignee: American Telephone & Telegraph Company (AT&T, Inc.)
• Original Assignee: AT&T, Inc.
• Inventors: Petrelli, Robert, Verma, Mahendra K., Sehgal, Chander S., Herr, Diane E., McCormick, William K., Dowden, Douglas C., Salchenberger, Samuel M., Piereth, Richard J., Hemmeter, Richard W.
• Primary Examiner(s): BROWN, THOMAS
• Application Number:
  US07/675,779
• Time in Patent Office: 664 Days
• Field of Search: 379/67, 379/88, 379/89, 379/213, 379/214, 379/212, 379/216, 379/223, 379/245, 379/246, 379/247
• US Class Current: 379/88.03
• 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 3/44 Additional connecting arrangements for providing access to frequently-wanted subscribers, e.g. abbreviated dialling at the subscriber's set H04M1/27; automatic redialling H04M3/424
• 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 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04Q 11/0428 Integrated services digital network, i.e. systems for transmission of different types of digitised signals, e.g. speech, data, telecentral, television signals

Abstract

This invention relates to methods and apparatus for automatically processing operator assistance calls. A caller is connected to an automated operator position. The automated position has speech recognition facilities to replace those of an operator, has announcement capabilities to replace those of an operator, and has control apparatus for transmitting and receiving the same set of messages transmitted and received by an operator position. Advantageously, the operator assistance switch has the same interface to an automated position as to an operator position and interacts with the two identically. Since the capabilities of the automated position are limited by its program, the automated position switches a call to an automated position when a situation occurs for which it has not been programmed. Advantageously, a switch need not be specially programmed to communicate with an automated position. Advantageously, new operator assistance services can be provided automatically without rewriting the complex control software of the switch. The invention further relates to the use of automated operator positions for providing spontaneous voice message service wherein a caller converts a call to a message call if the called party does not answer or is busy, and to a method of recognizing a voice specified destination and establishing a call to that destination.

Claims

1. In a switching system for connection to an attended operator position, a method of establishing a call comprising the steps of:

responsive to receiving a number for identifying a calling customer, establishing a connection from said switching system to means for recognizing spoken commands for the identified calling customer;

recognizing a spoken command from said calling customer for identifying a number of a called customer corresponding to said spoken command of said calling customer, said spoken command being individual to said calling customer; and

establishing a call to a telephone station identified by said identified number;

wherein said means for recognizing spoken commands communicate with said switching system by data messages essentially identical to data messages for communicating with said attended operator position.

2. The method of claim 1 further comprising the steps of:

prior to said establishing a connection, recording spoken commands and corresponding telephone numbers for said customer, for subsequent use in said recognizing step, in response to receiving another call from said customer.

3. The method of claim 2 wherein establishment of said another call comprises receiving a number for identifying said calling customer and a personal identification number for authenticating said call.

4. The method of claim 2 wherein said recording comprises receiving telephone numbers as a series of dual tone multifrequency (DTMF) signals.

5. The method of claim 1 wherein said number for identifying a calling customer is dialed into a first switching system for subsequent transmission to a second switching system comprising said means for recognizing.

6. The method of claim 1 when said means for recognizing spoken commands comprise speaker dependent means for recognizing said spoken commands.

7. A method of establishing a call comprising the steps of:

responsive to receiving a number for identifying a calling customer, establishing a connection to means for recognizing spoken commands for the identified calling customer;

recognizing a spoken command from said calling customer for identifying a number of a called customer corresponding to said spoken command of said calling customer, said spoken command being individual to said calling customer; and

establishing a call to a telephone station identified by said identified number;

wherein the step of establishing a connection is executed in a switching system having a switching network with a plurality of ports for connection to an operator position and control means for controlling said network and wherein the step of establishing a connection comprises the step of establishing a connection to automated operator position means for recognizing said spoken commands and wherein the step of establishing a call comprises transmitting a message from said automated operator position means to said control means, said message being essentially the same as a message from an attended operator position, for establishing said call.

8. The method of claim 7 further comprising the steps of:

prior to said establishing a connection, recording spoken commands and corresponding telephone numbers for said customer, for subsequent use in said recognizing step, in response to receiving another call from said customer.

9. The method of claim 8 wherein establishment of said another call comprises receiving a number for identifying said calling customer and a personal identification number for authenticating said call.

10. The method of claim 8 wherein said recording comprises receiving telephone numbers as a series of dual tone multifrequency (DTMF) signals.

11. The method of claim 7 wherein said number for identifying a calling customer is dialed into a first switching system for subsequent transmission to a second switching system comprising said means for recognizing.