Automated telephone operator services
First Claim
1. A system for automatically processing telephone calls sought to be placed by a caller from a telephone under caller selectable alternative billing options, comprising:
- (a) automatic response means for receiving from a network telephone calls for which alternative billing are sought, for processing said calls in accordance with the caller selectable alternative billing options, and for releasing the calls back to the network after processing for call completion, said automatic response means being operative to allow the caller to select from said alternative billing options and to process a selected option and said automatic response means including (i) a voice response portion for accepting call-related inputs and for providing responses thereto, and (ii) a call processing portion interactive with the voice response portion for controlling progression of call processing;
(b) call control means interconnected to the automatic response means for receiving calls from the network whereby each call includes call parameters indicative of a call type, said call control means further examining the call parameters before directing at least one type of calls to said automatic response means; and
(c) database means accessible by the automatic response means for each call processed by said call control means to provide data to said call control means specifying processing features for each alternative billing option, such features being defined for such call by the call parameters therefor.
3 Assignments
0 Petitions
Accused Products
Abstract
A system and method for automatically processing telephone calls for alternative billing or for providing automated operator services. In one form, a call for which operator or alternative billing services are sought is routed through a telephone network to an automated operator facility. The call is accompanied by certain parameters which are indicative of the characteristics of the call. A menu of available automatic services is presented to the caller and the caller'"'"'s selection from the menu is then received by the automated facility. The call parameters are used to retrieve a record containing customization features, preselected by a subscriber, which are those to be used in providing the particular service selected from the menu by the caller. The call is then automatically processed in accordance with the preselected customized features to provide the selected operator servile. During a call session the caller may dynamically select certain features such as the language in which the interactive portions of the call processing will be conducted.
188 Citations
15 Claims
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1. A system for automatically processing telephone calls sought to be placed by a caller from a telephone under caller selectable alternative billing options, comprising:
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(a) automatic response means for receiving from a network telephone calls for which alternative billing are sought, for processing said calls in accordance with the caller selectable alternative billing options, and for releasing the calls back to the network after processing for call completion, said automatic response means being operative to allow the caller to select from said alternative billing options and to process a selected option and said automatic response means including (i) a voice response portion for accepting call-related inputs and for providing responses thereto, and (ii) a call processing portion interactive with the voice response portion for controlling progression of call processing; (b) call control means interconnected to the automatic response means for receiving calls from the network whereby each call includes call parameters indicative of a call type, said call control means further examining the call parameters before directing at least one type of calls to said automatic response means; and (c) database means accessible by the automatic response means for each call processed by said call control means to provide data to said call control means specifying processing features for each alternative billing option, such features being defined for such call by the call parameters therefor. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method providing callers with customized automated telephone operator services for selected types of telephone calls, comprising the steps of:
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(a) directing a call for which operator services are sought by a caller through a telephone network to an automated operator center from which such services are provided, said call including call parameters which define a call type for the call; (b) at said automated operator center, examining the call parameters for the call and determining therefrom whether automated telephone operator services are to be provided for the call; (c) directing the call to an automated response unit if it is determined that automated telephone operator services are to be provided for the call; (d) providing the caller with a menu of automated services for which the caller has the option of selecting at least one service for use; (e) further examining the call parameters and determining therefrom which features, if any, of a plurality of call processing features will be used for automated processing of said call, said determined features being preselected by a subscriber for such automated operator services; and (f) processing the call in accordance with said preselected features to provide a service selected for use by the caller. - View Dependent Claims (10, 11, 12, 13, 14)
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15. A method for providing a telephone caller with automated operator services having customized features preselected by a subscriber for such services, comprising the steps of:
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(a) routing a call for which operator services are sought to an automated operator facility, said call being accompanied by call parameters indicative of call characteristics; (b) causing a menu of available operator services to be presented to the caller; (c) receiving at least one menu selection from the caller as an indication of a menu-listed service to be used; (d) using the call parameters to retrieve a record containing the customized features preselected by the subscriber as applicable to the operator service selected from the menu; and (e) automatically processing the call in accordance with the preselected customized features therefor to provide the selected operator service.
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Specification