Telephone central office based method of and system for processing customer orders

• US 5,345,501 A
• Filed: 07/15/1991
• Issued: 09/06/1994
• Est. Priority Date: 07/15/1991
• Status: Expired due to Term

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Bell Atlantic Network Services, Inc. (Verizon Communications Inc.)
• Inventors: Shelton, Norris N.
• Primary Examiner(s): Dwyer, James L.
• Assistant Examiner(s): TSANG, FAN S
• Application Number:
  US07/729,762
• Time in Patent Office: 1,149 Days
• Field of Search: 379/67, 379/88, 379/89, 379/97, 379/201, 379/100, 379/217, 379/105
• US Class Current: 379/88.2
• CPC Class Codes: H04M 11/00 Telephonic communication systems specially adapted for combination with other electrical systems
• CPC Class Codes: H04M 3/487 Arrangements for providing information services, e.g. recorded voice services or time announcements
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals

Abstract

A telephone central office switch based system for forwarding customer requests to a vendor site and processing orders comprises, in addition to the standard central office switch, a voice response unit (VRU) controlled by an adjunct computer for sending to the telephone of a customer an audible instruction message followed by audible response messages in reply to customer prompts entered by telephone. The VRU/adjunct includes not only data storage for voice messages but also has a separate data storage capacity for storing a data base of customer identification and vendor inventory information. The adjunct computer is in communication with a host computer at each vendor site. The host downloads inventory and customer identification information to the adjunct, and the adjunct uploads information to create and activate an order at the host. To complete the transaction, the host updates inventory information and downloads back to the adjunct.

Claims

1. Telephone central office switch based telecommunications system for forwarding customer requests to vendor sites and processing orders, comprising:

voice message system (VMS) platform means including a voice response unit (VRU) at a central office of a telephone network, said VMS platform means including first data storage means for storing and for sending, to the telephone of a customer, an audible instruction message followed by audible response messages in response to customer prompts entered by telephone;

a host computer storing product or service inventory information at a corresponding vendor site;

an adjunct computer associated with said VMS platform means for controlling said VRU, said adjunct computer coupled to said telephone network at said central office and in communication with said host computer;

switch means controlled by a central office computer and serving a plurality of lines for creating connections between said VMS platform means and customer telephone lines, a data link interconnecting said adjunct computer and vendor sites; and

means for downloading, from said host computer to said adjunct computer, information on customer identification and vendor inventory, and for uploading, from said adjunct computer to said host computer, information to create and activate an order;

wherein said adjunct computer is further programmed to control said VRU to send to the customer an "inventory depleted" message if remaining inventory is reduced to a predetermined target inventory and the host computer does not make available additional inventory.

2. The telecommunications system of claim 1, wherein said VMS platform means includes second data storage means having stored therein said customer identification and vendor inventory information downloaded from said host.

3. The telecommunications system of claim 1, wherein said VMS platform means further is in communication with a credit card validation center and is programmed to perform credit card validation.

4. The telecommunications system of claim 1, including means for on-line programming from said vendor site information stored in said VMS platform means.

5. The telecommunications system of claim 1, including means at said central office for providing customer transaction reports at said vendor site.

6. The telecommunications system of claim 5, wherein said means for providing transaction reports comprises facsimile equipment at the vendor site.

7. The telecommunications system of claim 1, wherein said telephone network i s an integrated services digital network (ISDN).

8. The telecommunications system of claim 7, including caller number identification means at the central office for detecting customer identification number by receiving and processing automatic number identification ANI signals.

9. The telecommunications system of claim 1, wherein said adjunct computer includes programming to compare a customer identification number entered by telephone with stored identification information downloaded by said host computer for customer authorization.

10. The telecommunications system of claim 1, wherein said adjunct computer includes means for downloading audio or video program material to a customer location.

12. The telecommunications system of claim 1, wherein said adjunct computer includes means responsive to an customer order incoming on a predetermined exchange, for generating customer billing.

13. The telecommunications system of claim 8, wherein said adjunct computer includes means responsive to said customer ID for generating customer billing automatically.

14. The telecommunications system of claim 1, wherein said adjunct computer includes means for downloading from said host computer video program material and for storing said video program material in a data base, and means for further downloading said video program material from said adjunct computer to a customer on demand.

15. The telecommunications system of claim 1, wherein said host computer includes means for storing a data base of video program material, and means for downloading said video program material to a customer on demand.

16. The telecommunications system of claim 1, further including means for detecting contents of said customer prompts in the form of DTMF signals.

17. The telecommunications system of claim 1 further including voice recognition means for detecting contents of said customer prompts in the form of voice messages.

18. The telecommunications system of claim 1, including means for connecting to said VMS platform means to Local Access and Transport Areas (LATAs).

19. The telecommunications system of claim 1, wherein said adjunct computer is programmed to supply to the vendor customer usage summary data.

20. The telecommunications system of claim 1, wherein said audible response messages are stored in said adjunct computer using facsimile-to-text equipment.

11. Telephone central office switch based telecommunications system for forwarding customer requests to vendor sites and processing orders, comprising:

voice message system (VMS) platform means including a voice response unit (VRU) at a central office of a telephone network, said VMS platform means including first data storage means for storing and for sending, to the telephone of a customer, an audible instruction message followed by audible response messages in response to customer telephone-entered prompts;

a host computer storing product or service inventory information at a corresponding vendor site;

an adjunct computer associated with said VMS platform means for controlling said VRU, said adjunct computer coupled to said telephone network at said central office and in communication with said host computer;

switch means controlled by a central office computer and serving a plurality of lines for creating connections between said VMS platform means and customer telephone lines, a data link interconnecting said adjunct computer and vendor sites; and

means for downloading, from said host computer to said adjunct computer, information on customer identification and vendor inventory, and for uploading, from said adjunct computer to said host computer, information to create and activate an order;

wherein said adjunct computer is further programmed to store a data base of unfilled customer orders as a result of "out of stock" vendor inventory and to send a message to advise the customer on the availability date of an "out of stock" item.

21. Telephone central office switch based telecommunications system for forwarding customer requests to vendor sites and processing orders, comprising:

voice message system (VMS) platform means including a voice response unit (VRU) at a central office of a telephone network, said VRU including

first data storage means or storing an audible instruction message followed by audible response messages entered via telephone by customers that are responsive to particular customer prompts, and

a host computer programmed with product or service inventory information at each vendor site;

second data storage means having stored therein customer identification and vendor inventory information downloaded to said host computer;

an adjunct computer associated with said VMS platform means for controlling said VRU, said VMS platform being coupled to said telephone network at said central office and in communication with said host computer;

switch means serving a plurality of lines and controlled by a central office computer for creating connections between (1) said VMS platform means and (2) customer telephone lines; and

means for downloading, from said host computer to said adjunct computer, information on customer identification and vendor inventory, and for uploading, from said adjunct computer to said computer host, information to create and activate an order.

22. A method of ordering products or services by a calling customer using a telephone network based interactive voice service for forwarding customer requests to vendor sites and processing orders, the network including a host computer at each vendor site storing product or service inventory information, a voice message system (VMS) platform means controlled by an adjunct computer at a central office of said network and in communication with said host computer, switch means controlled by a central office computer and serving a plurality of telephone lines;

said method comprising the steps of;

downloading information on customer identification and vendor inventory from a host computer at a particular vendor site to said adjunct computer;

sending a machine generated audible message requesting telephone keypad entered customer responses with respect to orders for products or services from said adjunct to a customer telephone;

receiving and processing said customer responses at said adjunct computer;

sending, from said adjunct computer to the customer machine generated audible reply messages in response to said customer responses entered by telephone;

uploading, from said adjunct computer to said host computer information to create and activate an order;

updating inventory information at said host computer in accordance with said order;

downloading updated inventory information from said host to said adjunct computer;

maintaining at said adjunct a data base of inventory remaining available to customers; and

automatically sending to the host a message requesting an increase in inventory when the inventory remaining is reduced to a predetermined threshold inventory.

23. The method of claim 22, including the step of establishing communication between said VMS platform means and a credit card validation center to perform credit card validation.

24. The method of claim 22, including the step of on-line programming said adjunct computer from said vendor site.

25. The method of claim 22, including the step of transferring customer transaction reports from said platform means to said vendor site.

26. The method of claim 25, wherein said transaction reports are transferred via facsimile transmission equipment.

27. The method of claim 22, wherein said telephone network is an integrated services digital network (ISDN), and including the step of detecting customer identification by receiving and processing automatic number identification (ANI) signals.

28. The method of claim 22, including comparing at said adjunct computer customer identification numbers ID, entered by telephone, with stored identification information downloaded by said host computer.

29. The method of claim 22, including the steps of downloading from said host computer to said adjunct computer audio or video program material, and further downloading said audio or video program material from said adjunct computer to a customer.

30. The method of claim 22, including the step of establishing at said adjunct computer a data base of unfilled customer orders as a result of "out of stock" vendor inventory.

31. The method of claim 22, including generating customer billing data at the central office in response to an customer order incoming on a predetermined exchange.

32. The method of claim 31, wherein said billing data generation is carried out in response to said customer identification.

33. The method of claim 22, including the additional steps of downloading from said host computer to said adjunct computer video program material and storing said video program material in a data base, and further downloading said video program material from said adjunct computer to a customer on demand.

34. The method of claim 22, including storing at said central office a data base of video program material, and downloading said video program material to a customer on demand.

35. The method of claim 22, further including detecting contents of said customer prompts in the form of DTMF signals.

36. The method of claim 22, including interconnecting said adjunct computer and a Local Access and Transport Area (LATA) switching network.

37. The method of claim 22, further including sending from said adjunct computer to the customer an "inventory depleted" message if the remaining inventory is reduced to the predetermined target inventory and the host computer does not make additional inventory available to said adjunct computer.

38. The method of claim 22, including the further step of transferring customer usage summary data from said adjunct computer to the vendor site.

39. The method of claim 37, including the step of sending machine generated message from said adjunct computer to the customer advising the availability date of an "out of stock" item.

40. The method of claim 22, including sending from the vendor site audible response messages to be controlled by said adjunct computer using facsimile-to-text equipment.