Telephone operator keying arrangement

• US 5,396,591 A
• Filed: 07/28/1994
• Issued: 03/07/1995
• Est. Priority Date: 12/19/1990
• Status: Expired due to Term

• Current Assignee: AT&T Corporation (AT&T, Inc.)
• Original Assignee: AT&T Corporation (AT&T, Inc.)
• Inventors: Goss, Stephen C.
• Primary Examiner(s): Bayerl, Raymond J.
• Application Number:
  US08/281,870
• Time in Patent Office: 222 Days
• Field of Search: 395/161, 395/155, 395/149, 395/156, 379/223, 379/267, 379/165, 379/105, 345/172, 345/178
• US Class Current: 715/809
• CPC Class Codes: G06F 3/023 Arrangements for converting discrete items of information into a coded form, e.g. arrangements for interpreting keyboard generated codes as alphanumeric codes, operand codes or instruction codes
• 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 3/62 Keyboard equipment in key telephone systems H04M9/003
• CPC Class Codes: Y10S 715/961 Operator interface with visual structure or function dictated by intended use
• CPC Class Codes: Y10S 715/975 Pop-up dialog box for entry

Abstract

A method and apparatus for entering operator supplied information into a telephone operator assistance system. An operator interfaces with the system via an operator position having a terminal that includes a keyboard and a video display monitor. The operator operates a macro key, which is equivalent to operating a predefined string of keystrokes. The operator then keys data specific to a particular call, which data is interpolated into a predefined position within the string.

Claims

1. A method of generating and transmitting a series of commands to a telephone operator assistance system from an operator position, comprising the ordered steps of:

responsive to entry of data into said operator position for assignment to a specific macro key, said data for defining a series of commands, each of said commands comprising at least one of a machine directive or alphanumeric data, and the defined series comprising a command for displaying a prompt to request entry of an additional command, storing in said operator position a definition of said series of commands in a macro definition table, said series of commands comprising a first subset, said prompt, and a second subset, the format and function of said additional command not being defined in said macro definition table;

subsequently, an operator receiving a request for service at said operator position;

responsive to receipt of said request for service, said operator operating said specific macro key;

responsive to detecting operation of said specific macro key, said operator position transmitting a first subset of said series of commands to said operator assistance system;

displaying said prompt at said operator position;

responsive to seeing said prompt, said operator entering said additional command into said operator position;

said operator position transmitting said additional command to said operator assistance system; and

said operator position subsequently transmitting said second subset of said series of commands to said operator assistance system;

wherein said additional command comprises at least one of a machine directive or alphanumeric data; and

wherein machine directives comprise operator commands for requesting performance of telephone switching actions by said operator assistance system.

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

responsive to said operator operating said specific macro key, producing a humanly detectable indication at said operator position.

3. The method of claim 2 wherein said operator position comprises a visual indicator and said indication is displayed on said indicator.

4. The method of claim 3 wherein said indication comprises a prompt text.

5. The method of claim 4 wherein said text specifies the type of command to be entered.

6. The method of claim 1 wherein said series of commands comprises a prompt command for specifying a request to operate a confirm key.

7. The method of claim 1 further comprising the step of:

in response to operation of a cancel key in said operator position, halting further transmission of commands.

8. The method of claim 1 wherein said step of transmitting said additional command comprises transmitting a delimiter machine directive as a last segment of said additional command;

and

wherein the step of transmitting said second subset is performed in response to detecting transmission of said delimiter.