Voice interface board for use in an operator system

• US 5,487,102 A
• Filed: 12/10/1992
• Issued: 01/23/1996
• Est. Priority Date: 12/10/1992
• Status: Expired due to Term

• Current Assignee: Volt Delta Resources LLC (NewNet Communication Technologies LLC), The Procter & Gamble Company
• Original Assignee: Volt Information Sciences Incorporated
• Inventors: Rothschild, Ralph F., Kontopidis, George D., Linton, Charles C.
• Primary Examiner(s): Hofsass, Jeffery A.
• Assistant Examiner(s): Hunter, Daniel S.
• Application Number:
  US07/988,554
• Time in Patent Office: 1,139 Days
• Field of Search: 379/67, 379/223, 379/89, 379/395, 381/104, 381/109, 381/68.4
• US Class Current: 379/67.1
• CPC Class Codes: H04M 1/60 including speech amplifiers
• CPC Class Codes: H04M 3/002 Applications of echo suppressors or cancellers in telephonic connections in two-way loud-speaking telephone systems H04M9/08, echo suppressors or cancellers per se H04B3/20
• CPC Class Codes: H04M 3/40 Applications of speech amplifiers
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• 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

Abstract

In an operator system for providing services to subscribers in a public telephone network, a circuit board for controlling audio characteristics of audio signals in the public telephone network. The circuit board comprises an interface for receiving the audio signal from the public telephone network, an audio characteristics control circuit coupled to the interface for receiving the audio signal, adjusting the audio characteristics of the audio signal and for recording and generating voice messages to be transmitted to the public telephone network via the interface and a headset interface coupled to the audio characteristics control circuit for receiving the adjusted audio signal and providing an interface to at least two headsets.

Claims

1. An operator system for providing services to subscribers in a public telephone network, the operator system comprising:

an operator service center for receiving and servicing calls from subscribers, the operator service center comprising;

a channel bank for receiving receive digital audio signals from the public telephone network, converting the receive digital audio signals to receive analog audio signals, converting transmit analog audio signals to transmit digital audio signals and transmitting the transmit digital audio signals to the public telephone network, and

a plurality of operator workstations, coupled to the channel bank, for use by an operator to service calls from the subscribers, each operator workstation comprising;

a processor for controlling the operation of the operator workstation;

an operator input/output interface coupled to the processor for enabling the operator to service calls received from the subscribers, and

a voice interface circuit board coupled to the channel bank and the processor for controlling audio characteristics of audio signals received and transmitted by the operator workstation, the circuit board comprising;

an interface for receiving the receive analog audio signals from the channel bank, and for transmitting the transmit analog audio signals to the channel bank,

an audio characteristics control circuit coupled to the interface for adjusting the audio characteristics of the receive and transmit analog audio signals and for recording and generating voice messages in response to commands received from the operator via the operator input/output interface to be transmitted to the subscriber, the audio characteristics control circuit further comprising a voice processor coupled to the interface for generating control signals to control the adjustment of at least one of the audio characteristics of the analog audio signals, and

a headset interface coupled to the audio characteristics control circuit for transmitting the adjusted receive analog audio signals from the audio characteristics control circuit to at least one operator headset and for transmitting the transmit analog audio signals from the at least one operator headset to the audio characteristics control circuit; and

a computer coupled via a network to each one of the plurality of operator workstations for storing operator profile information that is used to control the audio characteristics of the receive and transmit analog audio signals and for transmitting the operator profile information to the plurality of operator workstations.

2. The operator system according to claim 1 wherein the headset interface of the voice interface circuit board further comprises:

at least two receive channels to separately transmit the adjusted receive analog audio signals to at least two headsets coupled to the headset interface; and

at least two transmit channels to separately receive the transmit analog audio signals from the at least two headsets coupled to the headset interface.

3. The operator system according to claim 1 wherein the at least one of the audio characteristics of the analog audio signals adjusted is a member of the group of audio characteristics consisting of volume, echo, and sidetone.

4. The operator system according to claim 1 wherein the audio characteristics control circuit of the voice interface circuit board further comprises a plurality of digital-to-analog converters each having one input coupled to the processor for receiving the control signals, a second input for receiving the analog audio signal and an output for transmitting the adjusted analog audio signals.

5. The operator system according to claim 1 wherein the audio characteristics control circuit of the voice interface circuit board further comprises a bus interface intercoupled between the processor and the voice processor for receiving control signals from the processor to control the audio characteristics of the analog audio signals and for transmitting the control signals to the audio characteristics circuit.

6. An operator service center for providing services to subscribers in a public telephone network, the operator service center comprising:

a channel bank for receiving receive digital audio signals from the public telephone network, converting the receive digital audio signals to receive analog audio signals and transmitting transmit digital audio signals to the public telephone network; and

a plurality of operator workstations, coupled to the channel bank, for use by an operator to service calls from the subscribers, each operator workstation comprising;

a processor for controlling the operation of the operator workstation,

an operator input/output interface coupled to the processor for enabling the operator to service calls received from the subscribers, and

a voice interface circuit board coupled to the channel bank and the processor for controlling audio characteristics of audio signals received and transmitted by the operator workstation, the circuit board comprising;

an interface for receiving the receive analog audio signals from the channel bank, and for transmitting the transmit analog audio signals to the channel bank,

an audio characteristics control circuit coupled to the interface for adjusting the audio characteristics of the receive and transmit analog audio signals and for recording and generating voice messages in response to commands received from the operator via the operator input/output interface to be transmitted to the subscriber, the audio characteristics control circuit further comprising a voice processor coupled to the interface for generating control signals to control the adjustment of at least one of the audio characteristics of the analog audio signals, and

a headset interface coupled to the audio characteristics control circuit for transmitting the adjusted receive analog audio signals from the audio characteristics control circuit to at least one operator headset and for transmitting the transmit analog audio signals from the at least one operator headset to the audio characteristics control circuit.

7. The operator service center according to claim 6 wherein the headset interface of the voice interface circuit board further comprises:

at least two receive channels to separately transmit the adjusted receive analog audio signals to at least two headsets coupled to the headset interface; and

at least two transmit channels to separately receive the transmit analog audio signals from the at least two headsets coupled to the headset interface.

8. The operator service center according to claim 6 wherein the least one of the audio characteristics of the analog audio signals adjusted is a member of the group of audio characteristics consisting of volume, echo, and sidetone.

9. The operator service center according to claim 6 wherein the audio characteristics control circuit of the voice interface circuit board further comprises a plurality of digital-to-analog converters each having one input coupled to the processor for receiving the control signals, a second input for receiving the analog audio signal and an output for transmitting the adjusted analog audio signal.

10. The operator service center according to claim 6 wherein the audio characteristics control circuit of the voice interface circuit board further comprises a bus interface intercoupled between the processor and the voice processor for receiving control signals from the processor to control the audio characteristics of the analog audio signals and for transmitting the control signals to the audio characteristics circuit.

11. An operator workstation for use by an operator to service calls from subscribers in a public telephone network, the operator workstation comprising:

a processor for controlling the operation of the operator workstation;

an operator input/output interface coupled to the processor for enabling the operator to service calls received from the subscribers; and

a voice interface circuit board coupled to a public telephone network interface and the processor for controlling audio characteristics of audio signals received and transmitted by the operator workstation, the circuit board comprising;

an interface for receiving receive analog audio signals from the public telephone network interface and for transmitting transmit analog audio signals to the public telephone network interface,

an audio characteristics control circuit coupled to the interface for adjusting the audio characteristics of the receive and transmit analog audio signals and for recording and generating voice messages in response to commands received from the operator via the operator input/output interface to be transmitted to the subscriber, the audio characteristics control circuit further comprising a voice processor coupled to the interface for generating control signals to control the adjustment of at least one of the audio characteristics of the analog audio signals, and

a headset interface coupled to the audio characteristics control circuit for transmitting the adjusted receive analog audio signals from the audio characteristics control circuit to at least one operator headset and for transmitting the transmit analog audio signals from the at least one operator headset to the audio characteristics control circuit.

12. The operator workstation according to claim 11 wherein the headset interface of the voice interface circuit board further comprises:

at least two receive channels to separately transmit the adjusted receive analog audio signals to at least two headsets coupled to the headset interface; and

at least two transmit channels to separately receive the transmit analog audio signals from the at least two headsets coupled to the headset interface.

13. The operator service center according to claim 11 wherein the least one of the audio characteristics of the analog audio signals adjusted is a member of the group of audio characteristics consisting of volume, echo, and sidetone.

14. The operator workstation according to claim 11 wherein the audio characteristics control circuit of the voice interface circuit board further comprises a plurality of digital-to-analog converters each having one input coupled to the processor for receiving the control signals, a second input for receiving the analog audio signal and an output for transmitting the adjusted analog audio signal.

15. The operator workstation according to claim 11 wherein the audio characteristics control circuit of the voice interface circuit board further comprises a bus interface intercoupled between the processor and the voice processor for receiving control signals from the processor to control the audio characteristics of the analog audio signals and for transmitting the control signals to the audio characteristics circuit.

16. A circuit board for controlling audio characteristics of audio signals in a telecommunications network comprising:

an interface for receiving analog audio signals from a telecommunications network interface;

an audio characteristics control circuit coupled to the interface, for adjusting the audio characteristics of the analog audio signals, the audio characteristics control circuit further comprising a voice processor coupled to the interface for generating control signals to control the adjustment of at least one of the audio characteristics of the received analog audio signals; and

a headset interface coupled to the audio characteristics control circuit for transmitting the adjusted analog audio signals from the audio characteristics control circuit to at least one operator headset.

17. The circuit board according to claim 16 wherein the at least one of the audio characteristics of the received analog audio signals adjusted is a member of the group of audio characteristics consisting of volume, echo, and sidetone.

18. The circuit board according to claim 16 wherein the headset interface further comprises

at least two receive channels to separately transmit the adjusted received analog audio signals to at least two headsets coupled to the headset interface.

19. The circuit board according to claim 16 wherein the audio characteristics control circuit further comprises at least one digital-to-analog converter having one input coupled to the voice processor for receiving the control signals, a second input for receiving the analog audio signal and an output for transmitting the adjusted analog audio signal.

20. In an operator system for providing services to subscribers in a public telephone network, a circuit board for controlling audio characteristics of audio signals in the public telephone network comprising:

an interface for receiving receive analog audio signals from a telecommunications network interface and for transmitting transmit analog audio signals to the telecommunications network interface;

an audio characteristics control circuit coupled to the interface, for adjusting the audio characteristics of the receive and transmit analog audio signals and for recording and generating voice messages to be transmitted to the telecommunications network via the interface, the audio characteristics control circuit further comprising a voice processor coupled to the interface for generating control signals to control the adjustment of at least one of the audio characteristics of the analog audio signals; and

a headset interface coupled to the audio characteristics control circuit for transmitting the adjusted receive analog audio signals from the audio characteristics control circuit to at least one operator headset and for transmitting the analog transmit audio signals from at least one operator headset to the audio characteristics control circuit.

21. In an operator workstation for use by an operator to service calls from subscribers in a public telephone network, a circuit board for controlling audio characteristics of audio signals in the public telephone network comprising:

an interface for receiving receive analog audio signals from a telecommunications network interface and for transmitting transmit analog audio signals to the telecommunications network interface;

an audio characteristics control circuit coupled to the interface, for adjusting the audio characteristics of the receive and transmit analog audio signals and for recording and generating voice messages to be transmitted to the telecommunications network via the interface, the audio characteristics control circuit further comprising a voice processor coupled to the interface for generating control signals to control the adjustment of at least one of the audio characteristics of the analog audio signals; and

a headset interface coupled to the audio characteristics control circuit for transmitting the adjusted receive analog audio signals from the audio characteristics control circuit to at least one operator headset and for transmitting the analog transmit audio signals from at least one operator headset to the audio characteristics control circuit.

22. A circuit board for controlling audio characteristics of audio signals in a telecommunications network comprising:

an interface for transmitting analog audio signals to a telecommunications network interface;

an audio characteristics control circuit coupled to the interface, for adjusting the audio characteristics of the analog audio signals and for recording and generating voice messages to be transmitted to the telecommunications network via the interface, the audio characteristics control circuit further comprising a voice processor coupled to the interface for generating control signals to control the adjustment of at least one of the audio characteristics of the transmitted analog audio signals; and

a headset interface coupled to the audio characteristics control circuit for transmitting the analog audio signals from at least one operator headset to the audio characteristics control circuit.

23. The circuit board according to claim 22 wherein the at least one of the audio characteristics of the transmitted analog audio signals adjusted is a member of the group of audio characteristics consisting of volume, echo, and sidetone.

24. The circuit board according to claim 22 wherein the headset interface further comprises

at least two transmit channels to separately receive the analog audio signals from at least two headsets coupled to the headset interface.

25. The circuit board according to claim 22 wherein the audio characteristics control circuit further comprises at least one digital-to-analog converter having one input coupled to the voice processor for receiving the control signals, a second input for receiving the analog audio signal and an output for transmitting the adjusted analog audio signal.