Providing assistance to a mobile telephone subscriber travelling from a location to a desired location

• US 5,737,700 A
• Filed: 08/30/1996
• Issued: 04/07/1998
• Est. Priority Date: 04/28/1994
• Status: Expired due to Term

• Current Assignee: Grape Technology Group Incorporated (KGB)
• Original Assignee: Metro One Telecommunications, Inc.
• Inventors: Powell, Adrian Peter, Filliger, Paul William, Cox, Patrick Michael, Kepler, Michael A.
• Primary Examiner(s): CUMMING, WILLIAM D
• Application Number:
  US08/705,979
• Time in Patent Office: 585 Days
• Field of Search: 379/59, 455/414, 455/416, 455/417
• US Class Current: 455/414.1
• CPC Class Codes: H04L 67/52 specially adapted for the location of the user terminal
• CPC Class Codes: H04M 11/08 specially adapted for optional reception of entertainment or informative matter
• CPC Class Codes: H04M 15/00 Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/42 Systems providing special services or facilities to subscribers specially adapted for wireless communication networks H04W4/00
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/424 Arrangements for automatic redialling at the subscriber's set H04M1/27
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/4931 Directory assistance systems
• CPC Class Codes: H04M 3/4933 with operator assistance
• CPC Class Codes: H04M 3/4935 Connection initiated by DAS system
• 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 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 3/58 : Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80
• 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
• CPC Class Codes: H04M 7/12 : for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: H04Q 3/72 : Finding out and indicating number of calling subscriber
• CPC Class Codes: H04W 4/02 : Services making use of location information
• CPC Class Codes: H04W 4/024 : Guidance services
• CPC Class Codes: H04W 4/24 : Accounting or billing

Abstract

A cellular telephone subscriber who wishes directory assistance services is connected in the conventional manner to an operator who identifies a destination telephone number desired by the subscriber. As in the prior art, the operator then initiates a call connecting the subscriber to the destination telephone number. However, rather than dropping all further involvement with the call, the preferred embodiment of the present invention continually monitors the connection thereby established for a predetermined DTMF signal issued by the customer, such as that obtained by pressing the "*" button. If such a signal is detected, the customer is transferred back to a directory assistance operator, who can then provide whatever further assistance is needed (e.g. redialing a busy number, or providing further directory assistance). Billing information for the calls originated by the directory assistance operator on the subscriber'"'"'s behalf is logged in a database at the directory assistance center. This data is thereafter provided to the cellular carrier, permitting it to bill the subscriber for calls originated by the directory assistance operator.

Claims

1. In a method of providing assistance to a mobile telephone subscriber, the assistance taking the form of spoken directions to the subscriber guiding the subscriber in travelling from a present location of the subscriber to a desired location, an improvement comprising:

connecting the subscriber to a first human directory assistance operator;

determining a route from the present location to the desired location;

voicing to the subscriber directions corresponding to a first part of the route;

placing the subscriber on hold;

monitoring the subscriber connection for a predetermined DTMF signal issued by the subscriber;

detecting said predetermined DTMF signal;

reconnecting the subscriber to a second human directory assistance operator, different than the first human directory assistance operator, upon said detection of the DTMF signal;

transferring to said second human directory assistance operator a pointer to a database record established by the first human directory assistance operator, wherein said second operator has access to the database record accessed by the first human directory assistance operator; and

voicing to the subscriber directions corresponding to a second part of the route;

wherein the subscriber can summon operator assistance as needed while travelling along the route.

2. The method of claim 1 in which the reconnecting step comprises reconnecting in response to detection of the predetermined DTMF signal from the subscriber only.

3. The method of claim 1 in which the monitoring includes monitoring between initiation of the subscriber connection and completion of the subscriber connection.

4. The method of claim 1 in which the monitoring includes monitoring the subscriber connection until the subscriber hangs up.

5. The method of claim 1 in which the monitoring includes monitoring the subscriber connection throughout its duration.