Smart messages and smart macros for telecommunications relay service (TRS) and operator services for deaf (OSD)

• US 5,680,443 A
• Filed: 11/08/1995
• Issued: 10/21/1997
• Est. Priority Date: 11/08/1995
• Status: Expired due to Term

• Current Assignee: AT&T Corporation (AT&T, Inc.)
• Original Assignee: AT&T, Inc.
• Inventors: Kundaje, Vinay, Lomax, Stephen John, Millios, William Lawrence, Schulz, David E., Kasday, Leonard Ralph
• Primary Examiner(s): TSANG, FAN S
• Application Number:
  US08/555,555
• Time in Patent Office: 713 Days
• Field of Search: 379/52, 379/67, 379/88, 379/89, 379/93, 379/143, 379/155, 340/825.19
• US Class Current: 379/88.13
• CPC Class Codes: H04M 3/42391 where the subscribers are hearing-impaired persons, e.g. telephone devices for the deaf
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A telephone call is received at a relay center for routing to a forward party. A platform at the relay center can detect a call processing event in the relay center during processing of the telephone call. The relay center platform generates a context-dependent message based on the call processing event for review by the communications assistant. The communications assistant reviews and sends the message to a relay party using a message button. The relay center platform can automatically transmit messages to the caller, the forward party, a third party, and the communications assistant based on detected call processing events. The message button condenses responses to commonly occurring processing events discerned during call routing. The platform can automatically enter data determined from call processing into blanks in stored message templates. Such stored message templates can be activated and executed in response to detected call processing events.

Claims

1. A method for routing a telephone call in a relay center having a communications assistant, comprising the following steps:

(A) processing the telephone call in the relay center;

(B) detecting a first call processing event in the relay center responsive to the telephone call;

(C) determining a set of one or more messages based on the first call processing event;

(D) modifying the set of one or more messages based on a subsequent call processing event;

(E) determining a message from the modified set of one or more messages; and

(F) sending the message to a relay party.

2. A method according to claim 1, wherein step (B) comprises the steps:

processing the telephone call in a relay center platform; and

accessing a database coupled to the relay center platform which stores a list of call processing events.

3. A method according to claim 1, wherein step (B) comprises the steps:

receiving data entered by a relay party in a buffer; and

analyzing the data entered by the relay party to detect the call processing event.

4. A method according to claim 1, further comprising the steps:

storing a message template which can be augmented with call processing data;

entering call processing data into the message template to generate an augmented message template; and

generating the augmented message template as the message to the relay party.

5. A method for routing a telephone call in a relay center having a communications assistant, comprising the following steps:

(A) processing the telephone call in the relay center;

(B) detecting a call processing event in the relay center responsive to the telephone call;

(C) determining a message based on the call processing event for actuation by the communications assistant; and

(D) sending the message to a relay party responsive to actuation by the communications assistant;

wherein step (C) comprises the steps;

generating a plurality of messages responsive to the detected call processing event; and

displaying a menu of options corresponding to the plurality of messages for review by the communications assistant.

6. A method according to claim 5, further comprising the steps:

receiving the telephone call from a telephone switching network; and

sending the message in the telephone switching network.

7. A method according to claim 5, wherein step (B) comprises the steps:

processing the telephone call in a relay center platform; and

accessing a database coupled to the relay center platform which stores a list of call processing events.

8. A method according to claim 5, wherein step (B) comprises the steps:

receiving data entered by a relay party in a buffer; and

analyzing the data entered by the relay party to detect the call processing event.

9. A method according to claim 5, wherein:

actuation by the communications assistant includes pressing a message button on a text telephone keyboard.

10. A method according to claim 5, wherein:

the relay party is selected from the group consisting of a calling party, a called party, and a third party.

11. A method according to claim 5, further comprising the steps:

storing a message template which can be augmented with call processing data;

entering call processing data into the message template to generate an augmented message template; and

generating the augmented message template as the message for actuation by the communications assistant.

12. A system for processing a telephone call in a relay center having a communications assistant, comprising:

means for detecting a call processing event in the relay center responsive to the telephone call;

means for determining a message based on the call processing event for review by the communications assistant, wherein

the means for determining is operative to

(i) generate a plurality of messages responsive to the detected call processing event, and

(ii) display a menu of options corresponding to the plurality of messages for review by the communications assistant; and

means for sending the message to a relay party.

13. A system according to claim 12, further comprising:

means for receiving the telephone call from a calling party; and

means for relaying the telephone call to a called party.

14. A system according to claim 12, wherein:

the message is automatically sent to the relay party responsive to a detected call processing event.

15. A system according to claim 12, wherein:

the means for sending the message to a relay party is responsive to actuation by the communications assistant.

16. A system according to claim 12, further comprising:

means for storing data derived during processing of the telephone call.

17. A system according to claim 12, wherein the means for sending the message to a relay party comprises:

a display screen for displaying the message to the communications assistant at the relay center; and

a message button at the relay center which can be actuated by the communications assistant to send the message to the relay party.

18. A system according to claim 17, wherein:

the communications assistant can select from a menu of options displayed on the display screen at the relay center using the message button.