Interactive telephone operator terminal

• US 5,210,789 A
• Filed: 06/28/1991
• Issued: 05/11/1993
• Est. Priority Date: 06/28/1991
• Status: Expired due to Fees

• Current Assignee: International Telecharge, Inc. (Oncor Communications, Inc.)
• Original Assignee: International Telecharge, Inc. (Oncor Communications, Inc.)
• Inventors: Roerick, Michael L., Jeffus, Stanley E., Crawford, Rockett O., Brown, Barry D.
• Primary Examiner(s): Schreyer, Stafford
• Application Number:
  US07/723,232
• Time in Patent Office: 683 Days
• Field of Search: 379/127, 379/260, 379/223, 379/227, 379/228, 379/265, 379/267
• US Class Current: 379/127.01
• 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 2201/38 Displays
• CPC Class Codes: H04M 2203/2061 Language aspects
• 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 3/60 Semi-automatic systems, i.e. in which the numerical selection of the outgoing line is under the control of an operator
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/1313 Metering, billing
• CPC Class Codes: H04Q 2213/13349 Network management

Abstract

Disclosed is a technique for presenting information to a telephone operator to enhance the efficient completion of telephone calls. Numerous data bases are generated to make available information concerning any type of telephone call with which the operator might be requested to assist or complete. The operator workstation is program controlled to access the various data bases and present information particular to that type of telephone call being serviced. Interaction between the operator and the workstation based on visual menus allows the operator to initiate access to the data bases for other or more detailed information which is displayed on menus and overlay menus.

Claims

1. A system for controlling telephone operator terminals, comprising:

a plurality of operator terminals, each having audio facilities, a display and a keyboard;

a telephone switching system for receiving incoming requests for service and associated automatic number identification (ANI) numbers, and for connecting incoming calls to idle operator terminals so that an operator can communicate with a calling party to provide assistance; and

a computer data base accessible by each said operator terminal for providing information to said operator terminals, said data base having stored therein information cross-referenced by the ANI numbers associated with telephones of calling parties, said data base information defining actions allowed for calls associated with the respective ANI number, whereby when an ANI number is transferred from an operator terminal to the data base, said operator terminal causes access of data related to the ANI number and causes display of the data on the respective operator terminal, and wherein progress of the incoming calls is carried out in accordance with said data base information cross-referenced to the respective ANI numbers, whereby the operator has available visual information concerning the telephone set of the calling party.

2. The system of claim 1, wherein said data base information includes a list of call actions disallowed for each ANI number, and further including a program controlled processor for preventing call processing actions for an ANI number that are flagged as being disallowed in the data base.

3. The system of claim 1, wherein in response to an incoming call to a selected one said operator terminal, said operator terminal receives TNI information, and said operator terminal causes access of the data base for retrieving called party telephone set information for display on the operator terminal.

4. The system of claim 1, wherein said data base stores information relating to a method of billing for each ANI number, and wherein said data base is accessed using said ANI number for display of the appropriate method of billing.

5. The system of claim 1, wherein each said operator terminal is programmed to be interrupt driven by said switching system and by a computer associated with said data base.

6. The system of claim 1, wherein said operator terminal keyboard includes a key responsive to actuation thereof for extending an incoming call to destination information pointed to by a cursor on said display.

7. The system of claim 6, wherein said operator terminal is programmed to cause a data base to be searched with respect to LATA boundaries and a terminating number identification (TNI) number input by the calling party, and if LATA boundary restrictions are approved with respect to a call of the TNI number, said terminal responds to a keyboard key actuation to extend the call to a telephone set associated with the TNI number, and if the LATA boundaries are not approved, said operator terminal does not extend the call despite an actuation of the keyboard key.

8. The system of claim 1, further including a computer connected by a local area network to each said operator terminal, said computer for accessing the data base in response to requests via said network from said operator terminals.

9. The system of claim 1, further including a plurality of said operator terminals, each having a memory programmed with substantially identical programs.

10. A telephone operator terminal system, comprising:

a visual display and a keyboard for use by an operator in assisting a calling party;

a processor and a data base accessible by the processor, said data base storing data for displaying images and information on the visual display; and

said data base for storing data presenting a base display on the visual display, including

a) a first area located in a first predefined area of the visual display for displaying calling party information including a telephone number of the calling telephone set, an address, city and state where the calling telephone set is located,

b) a second area located in a second predefined area of the visual display for displaying called party information, including a telephone number of a called telephone set and city and state information where the called telephone set is located; and

said processor causing access of the data base for cross-referencing calling number information with billing methods allowed with said calling number, said processor displaying the allowed billing methods, and being responsive to a selected one of the allowed billing methods to display a subsidiary display for entry therein of information to complete the call with the selected method of billing, and preventing the processing of billing methods not allowed.

11. The system of claim 10, further including a switching system selectively connecting calling parties to the operator terminal, said switching system forwarding ANI and TNI numbers to the operator terminal.

12. The system of claim 10, further including a data base for storing calling telephone set information and for storing called telephone set information, said operator terminal obtaining said information by assessing a computer data base.

13. The system of claim 10, further including data in said data base for presenting a subsidiary display area for each method of billing allowed with respect to the calling party information.

14. The system of claim 10, further including data in said data base for presenting a display area for displaying information assisting an operator, including a status of the call.

15. The system of claim 10, wherein said data base stores LATA boundary information, and based on called destination information, the processor carries out programmed instructions to decide if the call is inter-LATA and can be completed, or if the call is intra-LATA and prevents the operator from completing the call.

16. The system of claim 10, wherein said calling party information display includes a local time of the calling party, and the called party information display including a local time of a called party.

17. The system of claim 10, wherein the calling party information area and the called party information area are displayed in different background colors of respective windowed areas.

18. The system of claim 10, wherein the operator terminal displays a time that has elapsed in which the operator is serving the calling party, and wherein said elapsed time is displayed in the calling party information area.

19. The system of claim 10, further including a method of billing display area comprising a plurality of different methods of billing entries, and wherein said keyboard can be actuated to move a cursor adjacent a desired one of said method of billing entries, and wherein said operator terminal responds to a key actuation to select an overlay area displaying detailed method of billing information related to the selected method of billing entry.

20. The system of claim 19, wherein said method of billing information display area is automatically displayed by said processor if said call is determined by said processor to be inter-LATA.

21. The system of claim 10, wherein said calling party and said called party areas are enclosed in lined borders, and further including overlay window areas overlying respective said calling party or called party areas, said overlay windows being in lined borders and including the display of information to the operator for completing the call.

22. The system of claim 19, wherein said method of billing overlay window areas include areas to be filled in with information by the operator, and wherein when said areas are filled in with information, said processor causes the overlay window areas to automatically disappear.

23. The system of claim 19, wherein said method of billing display areas display allowed billing options at one brightness, and display unallowed billing options at a dimmed brightness.

24. The system of claim 10, wherein said data base stores in association with an ANI number related to a telephone set, a plurality of other telephone numbers associated with emergency services in a geographical area of the telephone set.

25. The system of claim 24, further including storing in association with each emergency telephone number, an identification associated with a provider of said emergency services.

26. The system of claim 10, wherein said data base stores in association with ANI numbers, specific dialing instructions appropriate in a geographical area of the telephone set associated with the ANI number, said dialing instructions indicating telephone numbers for further assisting the calling party.

27. The system of claim 10, wherein said data base stores foreign language phrases for assisting the operator in serving the calling party, and pneumonics related to the pronunciation of the foreign language phrases.

28. The system of claim 10, wherein said data base stores in association with an ANI number related to a telephone set, a number of times a calling party using the telephone set associated with the ANI number requests a refund, and a cumulative count of said number of times providing an indication of a faulty telephone set.

29. The system of claim 10, wherein said data base stores area code information for each state of the United States, and for each geographical area within a state having a different area code.

30. The system of claim 10, wherein said data base stores ANI numbers related to respective telephone sets, and stores in association with the ANI numbers an indication of a common carrier to carry calls with respect to calls initiated by the telephone sets, and wherein said processor accesses the data base in response to an incoming call and with respect to an ANI number received by the operator terminal, said processor displays on the terminal the indication of the common carrier for carrying out the call.

31. The system of claim 30, wherein said data base also stores in association with each ANI number an indication of an operator service organization for providing assistance to calls initiated with associated said telephone sets, and wherein said processor displays said indication on the operator terminal display.

32. An operator terminal for use by an operator in assisting calling parties, comprising:

a display for displaying information;

audio equipment providing communications between an operator and a calling party;

a keyboard for input of information by the operator;

a memory for storing a program for carrying out call processing in response to incoming calls and keyboard inputs;

a processor for carrying out instructions of said program, said processor responding to incoming calls and being responsible to

a) ANI information for causing a data base to be accessed to retrieve calling party information associated with the ANI information and displaying said calling party information on the display,

b) the ANI information for causing a data base to be accessed to retrieve information related to one or more methods of billing allowed by a proprietor of a telephone associated with the ANI information, and displaying the methods of billing information on the display,

c) TNI information for causing a data base to be accessed to retrieve called party information and displaying the called party information on the display, and

d) said processor preventing a call to be processed in accordance with a method of billing indicated in the data base as not being allowed.

33. The operator terminal of claim 32, wherein said processor accesses a data base for obtaining LATA data and providing a display of the method of billing information if LATA restrictions are approved with respect to a call.

34. The operator terminal of claim 32, wherein in response to receipt of the ANI information, said processor displays a dedicated windowed area having calling party information therein.

35. The operator terminal of claim 32, wherein in response to receipt of the TNI information, said processor displays a dedicated windowed area having called party information therein.

36. The operator terminal of claim 32, wherein said processor displays method of billing information in a dedicated windowed area.

37. The operator terminal of claim 32, wherein a calling party window area, a called party window area and a method of billing window area are continuously displayed on said display for substantially the duration of the operator'"'"'s assistance to the calling party.

38. The operator terminal of claim 37, wherein respective local times are displayed in the calling party window area and the called party window area.

39. The operator terminal of claim 32, wherein a method of billing display provides a plurality of options selectable for billing a call, and wherein on selection of one said option, said processor causes an overlay method of billing menu to be generated, said processor further providing information in said overlay menu and spaces to be filled in via the operator by said keyboard.

40. The operator terminal of claim 39, wherein said processor receives keyboard information input by the operator for filling in said overlay menu, whereby said processor automatically erases said overlay menu.

41. The operator terminal of claim 32, wherein said data base has stored therein in association with each ANI information a plurality of flags indicating acceptable methods of billing calls initiated with a telephone set related thereto, and base on said flags, said processor allows and disallows calls to be completed based upon said flags.

42. The operator terminal of claim 41, wherein said processor locks out attempts of an operator to complete a call with a method of billing not allowed according to said flags.

43. The operator terminal of claim 41, wherein said processor displays allowed billing methods at one intensity, and the disallowed billing methods as a different intensity.

44. An operator terminal for use by an operator in assisting calling parties, comprising:

a display for displaying information;

audio equipment providing communications between an operator and a calling party;

a keyboard for input of information by the operator;

a memory for storing a program for carrying out call processing in response to incoming calls and keyboard inputs;

a processor for carrying out instructions of said program, said processor responding to incoming calls and responsive to

a) ANI information for causing a data base to be accessed to retrieve calling party information associated with the ANI information and displaying said calling party information on the display,

b) TNI information for causing a data base to be accessed to retrieve called party information and displaying the called party information on the display, and

c) LATA boundary information stored in the data base, and wherein said processor is programmed to compare TNI and ANI information with LATA boundary information and determine whether a call therebetween can be completed, and prevent a call to a destination in violation of LATA boundary restrictions.

45. A method of controlling a telephone operator terminal for providing assistance to calling parties, comprising the steps of:

presenting a base display on a visual display associated with the terminal, said base display including,

a) a dedicated display area for information related to a calling telephone set,

b) a dedicated display area for information related to a called telephone set, and

c) a dedicated area for information concerning a method of billing; and

presenting an overlay window area on a portion of the base display in response to a keyboard entry by the operator, and providing at least one field in the overlay window area for entry therein by the operator of information for completing the call to a destination.

46. The method of claim 45, further including deleting the overlay window area by the operator terminal after the field has been filled in by the operator.

47. The method of claim 45, further including display said overlay window with text concerning options for processing a call, and responding to a selection of an option input by the operator by presenting a second overlay window area and at least a second field for entry therein of information by the operator.