Integrated operator console

• US 5,442,693 A
• Filed: 12/22/1993
• Issued: 08/15/1995
• Est. Priority Date: 12/22/1993
• Status: Expired due to Fees

• Current Assignee: American Telephone & Telegraph Company (AT&T, Inc.)
• Original Assignee: AT&T, Inc.
• Inventors: Hays, J. David, Morlok, G. Douglas
• Primary Examiner(s): Dwyer, James L.
• Assistant Examiner(s): LAU, MICHAEL
• Application Number:
  US08/171,809
• Time in Patent Office: 601 Days
• Field of Search: 379/308, 379/213, 379/84, 379/218, 379/214, 379/201
• US Class Current: 379/308
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• CPC Class Codes: H04M 3/4931 Directory assistance systems
• 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 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

An integrated console for a human operator who provides listing and directory services, particularly for the 800 telephone number system, to callers via a stored program switching device employs simultaneous MS-DOS and a memory management utility, such as MicroSoft Windows™. Data is exchanged between applications for MS-DOS and applications for Windows™ via a shared memory. Data pertaining to the directory and listing services is stored in a database which is accessed via a data network which may be a LAN or a WAN. Thus, the information in the database can be accessed by a plurality of operators on consoles in the network. Communication between the operator console and the stored program switching device is achieved via a digital subscriber line which is coupled to the console via an interface board compatible with the integrated services data network (ISDN). The operator is provided the facility of delivering prerecorded audio messages to the caller via an audio system which may include provision for storage and delivery of messages in the operator'"'"'s actual voice. Log-on and log-off procedures may be initiated simply by coupling or decoupling the operator'"'"'s headset.

Claims

1. A console for facilitating the providing of directory assistance by a human operator to a caller of a telephone system, the console being of the type which interfaces with a stored program switching device (SPSD) for facilitating communication between the caller via the stored program switching device and the human operator, the console comprising:

personal computer means having;

a central processing unit,

a first random access memory location having a database application installed therein,

a second random access memory location having a directory assistance database application installed therein,

a third random access memory location wherein directory assistance data is shared between said database application and said directory assistance database application,

a communications bus for communicating with the central processing unit,

a display for displaying information to the human operator, and

a data input system for providing a communications interface between the human operator and said personal computer means;

interface means having a first port for communicating with said communications bus and a second port for communicating with the stored program switching device;

network communication means having a first port for communicating with said communications bus and a second port for communicating with a remote directory assistance data system; and

audio communications means having a first port via which it is accessed by said directory assistance database application in said third random access memory location, and a second port via which audio messages are conducted to said interface means.

2. The console of claim 1, wherein said network communication means is arranged to be coupled to a database of services which the human operator can provide.

3. The console of claim 2, wherein there is further provided means for displaying an indication of said services on said display of said personal computer means.

4. The console of claim 1, wherein said audio communications means comprises a voice and signalling interface coupled to said interface means for controlling access to the stored program switching device by said personal computer means.

5. The console of claim 1, wherein there is further provided headset coupling means for engaging an operator headset to the console.

6. The console of claim 5, wherein there is further provided means responsive to said headset coupling means for initiating respective operator log-on and log-off procedures.

7. A console for a human operator who provides directory assistance to callers of a telephone system, the console being of the type which interfaces with a stored program switching device for facilitating communication between a telephone caller via the telephone system and the human operator, whereby the human operator provides directory assistance and listing services to the telephone caller, the console comprising:

a central processing unit for processing data;

a memory coupled to said central processing unit for storing data relating to a plurality of process functions, said memory having;

a first memory region for storing operating data for controlling an operating system of said central processing unit,

a second memory region for storing call processing data for controlling the operation of a call processing system,

a third memory region for storing network data for controlling the operation of a data communications network,

a fourth memory region for storing interface data for controlling a telephone switching system interface system;

a fifth memory region location having a database application installed therein,

a sixth memory region having a directory assistance database application installed therein; and

a seventh memory region wherein directory assistance data is shared between said database application and said directory assistance database application,

a display coupled to said central processing unit for displaying information to the human operator;

an operator data input system for providing a communications interface between the human operator and said central processing unit;

interface means having a first port for communicating with said central processing unit and a second port for communicating with the stored program switching device in response to said interface data stored in said fourth memory region;

network communication means having a first port for communicating with said central processing unit and a second port for communicating with said data communications network in response to said network data in said third memory region; and

communications means having a first port via which it is accessed by said directory assistance database application in said third random access memory location, and a second port via which messages are conducted to said interface means.

8. The console of claim 7, wherein said communications means further comprises an audio system for storing a plurality of audio messages, and there is further provided an eighth memory region in said memory for storing audio message data for controlling the operation of said audio system.

9. The console of claim 7, wherein said console further comprises a ninth memory region in said memory for storing graphical user interface data for controlling a graphical user interface employing iconic images on said display.

10. A method of processing a telephone call in an operator console to provide to a caller a directory assistance service, the method comprising the steps of:

activating the operator console by initiating an operator log-on procedure;

sending a signal to a stored program switching device which indicates that the console is active;

coupling the console to a caller who is engaged in a telephone call via a digital subscriber line which couples the console to the stored program switching device;

accessing a database application stored in a first memory location of a memory in said operator console;

accessing via said database application a further database application which is specifically adapted to retrieve listing services information and which is stored in a second memory location of a memory in said operator console;

communicating via a network system, and in response to said further database application, with a remote database of listing services information;

conducting information retrieved from said remote database of listing services information to a third memory location which is shared by said database application and said further database application;

conducting information retrieved from said remote database of listing services information to the caller and the display of the operator console via said shared memory in said third memory location.

11. The method of claim 10, wherein step of communicating with a remote database of listing services information comprises the further step of engaging a local area network data access system in response to said further database application.

12. The method of claim 10, wherein prior to said step of activating the operator console there are provided the steps of:

booting up a central processing unit under a disk operating system;

loading a memory management utility; and

sharing information between computer applications prepared for said disk operating system and computer applications prepared for said memory management utility via said shared memory.

13. The method of claim 12, wherein said memory management utility is marketed under the trade name Windows™

by MicroSoft, Inc.

14. The method of claim 13, wherein said disk operating system is marketed under the trade mark MS-DOS®

by MicroSoft, Inc.

15. The method of claim 10, wherein said step of initiating an operator log-on procedure comprises the step of installing an operator headset.

16. The method of claim 10, wherein said step of coupling the console to a caller who is engaged in a telephone call via a digital subscriber line comprises the step of controlling a voice and signalling interface interface unit.