Automated telephone service interface

• US 5,835,571 A
• Filed: 09/26/1996
• Issued: 11/10/1998
• Est. Priority Date: 06/27/1996
• Status: Expired due to Term

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: MCI Communications Corporation (Verizon Communications Inc.)
• Inventors: Johnson, William J.
• Primary Examiner(s): Hunter, Daniel S.
• Application Number:
  US08/721,408
• Time in Patent Office: 775 Days
• Field of Search: 379/67, 379/68, 379/88, 379/89, 379/354, 379/355, 379/356, 379/93.08, 379/93.26
• US Class Current: 379/88.01
• 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 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals

Abstract

A system and method for automatically interfacing a telephone user to an automated telephone service. The system allows a user to record interfacing to an automated telephone service and save the recording for later recall. The recording can be saved to personal local storage or to a shared storage area for use by a plurality of users. The system allows a user to invoke the saved recording of interface activity at any time so that the automated telephone service is interfaced to in an automatic manner. The system monitors for the press of telephone buttons (such as DTMF signals). The system determines whether a telephone button has been pressed or a command has been entered. If a telephone button has been pressed and record mode is set to ON, the system records a macro which can subsequently be used to automatically navigate within an automated service. A macro is recorded by saving a button type that is determined by the duration of the telephone button pressed, the button, and the time since press of the previous entry. The two types of buttons that allow interfacing to an automated service are immediate and wait. Commands are entered for governing system operation. Commands include saving a macro to a local library; invoking a macro by button or by voice; browsing a macro library; and deleting a macro. When the desired macro is recorded, the user can save the macro with a desired invocation sequence, thereby allowing invoking the macro by voice or with buttons. The system uses information stored in the macro to coordinate delivering DTMF signals in an appropriate and proper manner to an automated telephone service.

Claims

1. A method of interfacing a telephone user to an automated telephone service, comprising the steps of:

(1) monitoring for the press of a telephone button used to navigate within said automated service;

(2) determining whether said telephone button has been pressed;

(3) determining whether a command has been entered, if said telephone button has not been pressed;

(4) recording a macro used to navigate within said automated service, if said telephone button has been pressed and a record mode is set to ON, comprising the step of;

saving said telephone button in a record buffer while said record mode is set to ON, said record buffer comprising a button type determined by the duration of said telephone button pressed, wherein said button type includes one of immediate and wait; and

(5) executing said command, if said telephone button has not been pressed and a command prefix has been entered.

2. The method of claim 1, wherein said telephone button is representative of a dual tone multiple frequency (DTMF) signal.

3. The method of claim 1, wherein step (5) comprises one or more of the steps of:

executing a save macro command;

executing an invoke macro by button command;

executing an invoke macro by voice command;

executing a browse macro library command; and

executing a delete macro command.

4. The method of claim 3, wherein said step of executing a save macro command comprises the steps of:

(a) entering an invocation to invoke said macro and, if said invocation is entered by voice, converting the voice to a text string;

(b) entering a description of said macro; and

(c) saving said macro to a library.

5. The method of claim 3, wherein said step of executing an invoke macro by button command comprises the steps of:

(a) accessing a local library for said macro and, if not found, accessing a shared library for said macro;

(b) getting a button record from said macro, wherein said button record comprises;

a button type determined by the duration of said telephone button pressed, wherein said button type includes one of immediate and wait;

said telephone button; and

a time since press of previous entry;

(c) performing an isochronous expansion process, if all button records are not obtained and said button type is wait;

(d) transmitting a DTMF signal according to said telephone button in said button record, if all said button records are not obtained; and

(d) returning to step (b).

6. The method of claim 5 wherein step (c) comprises the steps of:

waiting for said time since press of last entry, found in said button record, to expire; and

waiting until a decibel level of a received analog signal indicates that said automated service is ready.

7. The method of claim 3, wherein said step of executing an invoke macro by voice command comprises the steps of:

(a) prompting a user for a delimited voice command;

(b) converting said delimited voice command to a string;

(c) accessing a local library for said macro and, if not found, accessing a shared library for said macro;

(d) getting a button record from said macro, wherein said button record comprises;

a button type determined by the duration of said telephone button pressed, wherein said button type includes one of immediate and wait;

said telephone button; and

a time since press of previous entry;

(e) performing an isochronous expansion process, if all button records are not obtained and said button type is wait;

(f) transmitting a DTMF signal according to said telephone button in said button record, if all said button records are not obtained; and

(g) returning to step (d).

8. The method of claim 7, wherein step (e) comprises the steps of:

waiting for said time since press of last entry, found in said button record, to expire; and

waiting until a decibel level of a received analog signal indicates that said automated service is ready.

9. The method of claim 3, wherein said step of executing a browse macro library command comprises the steps of:

(a) retrieving a library entry from one of said local and said shared libraries;

(b) playing a description of the retrieved library entry;

(c) allowing a user to hear the invocation associated with said macro by annotating string to user, if said invocation is voice, and annotating button(s) to user, if said invocation is button(s); and

(d) returning to step (a).

10. The method of claim 1, further comprising the step of:

(6) transmitting a DTMF signal according to said telephone button, if a macro is not being recorded and said commands are not executing.

11. The method of claim 1, wherein said record buffer further comprises:

a time since press of a previous entry.

12. A system for interfacing a telephone user to an automated telephone service, comprising:

means for monitoring for the press of a telephone button used to navigate within said automated service;

means for determining whether said telephone button has been pressed;

means for determining whether a command has been entered, if said telephone button has not been pressed;

means for recording a macro used to navigate within said automated service, if said telephone button has been pressed and a record mode is set to ON, comprising;

means for saving said telephone button in a record buffer while said record mode is set to ON, said record buffer comprising a button type determined by the duration of said telephone button pressed, wherein said button type includes one of immediate and wait; and

means for executing said command, if said telephone button has not been pressed and a command prefix has been entered.

13. The system of claim 12, wherein said telephone button is representative of a dual tone multiple frequency (DTMF) signal.

14. The method of claim 12, wherein said execution means includes:

means for executing a save macro command;

means for executing an invoke macro by button command;

means for executing an invoke macro by voice command;

means for executing a browse macro library command; and

means for executing a delete macro command.

15. The system of claim 14, wherein said means for executing a save macro command comprises:

means for entering an invocation to invoke said macro and, if said invocation is entered by voice, converting the voice to a text string;

means for entering a description of said macro; and

means for saving said macro to a library.

16. The system of claim 14, wherein said means for executing an invoke macro by button command comprises:

means for accessing a local library for said macro and, if not found, means for accessing a shared library for said macro;

means for getting a button record from said macro, wherein said button record comprises;

a button type determined by the duration of said telephone button pressed, wherein said button type includes one of immediate and wait;

said telephone button; and

a time since press of previous entry;

means for performing an isochronous expansion process, if all button records are not obtained and said button type is wait; and

means for transmitting a DTMF signal according to said telephone button in said button record, if all said button records are not obtained.

17. The system of claim 16, wherein said means for performing an isochronous expansion process comprises:

means for waiting for said time since press of last entry, found in said button record, to expire; and

means for waiting until a decibel level of a received analog signal indicates that said automated service is ready.

18. The system of claim 14, wherein said means for executing an invoke macro by voice command comprises:

means for prompting a user for a delimited voice command;

means for converting said delimited voice command to a string;

means for accessing a local library for said macro and, if not found, means for accessing a shared library for said macro;

means for getting a button record from said macro, wherein said button record comprises;

a button type determined by the duration of said telephone button pressed, wherein said button type includes one of immediate and wait;

said telephone button; and

a time since press of previous entry;

means for performing an isochronous expansion process, if all button records are not obtained and said button type is wait; and

means for transmitting a DTMF signal according to said telephone button in said button record, if all said button records are not obtained.

19. The system of claim 18, wherein said means for performing an isochronous expansion process comprises:

means for waiting for said time since press of last entry, found in said button record, to expire; and

means for waiting until a decibel level of a received analog signal indicates that said automated service is ready.

20. The system of claim 14, wherein said means for executing a browse macro library command comprises:

means for retrieving a library entry from one of said local and said shared libraries;

means for playing a description of the retrieved library entry; and

means for allowing user to hear the invocation associated with said macro by annotating string to user, if said invocation is voice, and annotating button(s) to user, if said invocation is button(s).

21. The system of claim 12, further comprising:

transmission means for transmitting a DTMF signal according to said telephone button, if a macro is not being recorded and said commands are not executing.

22. The system of claim 12, wherein said record buffer further comprises:

a time since press of a previous entry.

23. A computer program product comprising a computer useable medium having computer program logic recorded thereon for enabling a processor in a computer system to interface a telephone user to an automated telephone service, said computer program logic comprising:

means to enable said processor to monitor for the press of a telephone button used to navigate within said automated service;

means to enable said processor to determine whether said telephone button has been pressed;

means to enable said processor to determine whether a command has been entered, if said telephone button has not been pressed;

means to enable said processor to record a macro used to navigate within said automated service, if said telephone button has been pressed and a record mode is set to ON, comprising;

means to enable said processor to save said telephone button in a record buffer while said record mode is set to ON, said record buffer comprising a button type determined by the duration of said telephone button pressed, wherein said button type includes one of immediate and wait;

means to enable said processor to execute said command, if said telephone button has not been pressed and a command prefix has been entered; and

means to enable said processor to transmit a DTMF signal according to said telephone button, if a macro is not being recorded and said commands are not executing.

24. The computer program product of claim 23, wherein said execution means comprises:

means for enabling said processor to execute a save macro command;

means for enabling said processor to execute an invoke macro by button command;

means for enabling said processor to execute an invoke macro by voice command;

means for enabling said processor to execute a browse macro library command; and

means for enabling said processor to execute a delete macro command.

25. The computer program of claim 23, wherein said record buffer further comprises:

a time since press of a previous entry.

26. An apparatus to interface a telephone user to an automated telephone service, comprising:

a server, said server containing server code to record, save, invoke, browse, and delete a macro, wherein said macro is used to interface said telephone user to said automated telephone service;

at least one telephone, serially connected to said server via a telephone link, for transmitting said macro to said automated telephone service;

a local database, connected to said server, containing a local library of macros for allowing said telephone user to save, invoke, browse, and delete said macro; and

a shared database, connected to said server, containing a shared library of macros for allowing said telephone user to invoke and browse said macro.

27. The system of claim 26, wherein said server comprises a private branch exchange switch.

28. The system of claim 26, wherein said server comprises a personal computer (PC), wherein said PC includes a storage medium for housing said local library of macros and interfaces to a local area network (LAN) via a telecommunication medium, said LAN comprising a shared repository for housing said shared library of macros.

29. The system of claim 27, wherein said telephone comprises a circuit card providing telephone capabilities.

30. A method of interfacing a telephone user to an automated telephone service, comprising the steps of:

(1) monitoring for the press of a telephone button used to navigate within said automated service;

(2) determining whether said telephone button has been pressed;

(3) determining whether a command has been entered, if said telephone button has not been pressed;

(4) recording a user-defined macro used to navigate within said automated service to a shared storage area accessible by a plurality of users, if said telephone button has been pressed and a record mode is set to ON; and

(5) executing said command, if said telephone button has not been pressed and a command prefix has been entered.