Method for monitoring the connection between the subscriber and the destination telephone and providing directory assistance upon demand

• US 6,035,190 A
• Filed: 08/17/1998
• Issued: 03/07/2000
• Est. Priority Date: 04/28/1994
• Status: Expired due to Fees

• Current Assignee: Grape Technology Group Incorporated (KGB)
• Original Assignee: Metro One Telecommunications, Inc.
• Inventors: Cox, Patrick M., Kepler, Michael A., Filliger, Paul W., Powell, Adrian P.
• Primary Examiner(s): EISENZOPF, REINHARD
• Assistant Examiner(s): Orgad, Edan
• Application Number:
  US09/135,155
• Time in Patent Office: 568 Days
• Field of Search: 455/404, 455/414, 455/403, 455/416, 455/417, 379/212, 379/265, 379/67, 379/203, 379/209, 379/210, 379/211, 379/214, 379/201, 379/202, 379/70
• US Class Current: 455/417
• 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 speech recognition per se G10L15/00
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 2215/32 Involving wireless systems
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• 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 4/12 : Messaging; Mailboxes; Announcements
• CPC Class Codes: H04W 4/16 : Communication-related supplementary services, e.g. call-transfer or call-hold
• CPC Class Codes: H04W 4/24 : Accounting or billing
• CPC Class Codes: H04W 76/10 : Connection setup

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. In a preferred embodiment, the operator locates a desired destination telephone number in a computer database, and can select automatic dialing of the located number. Further, 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 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). This feature can be disabled, manually or automatically, if the destination number makes its own use of the DTMF signals.

Claims

1. An enhanced method of providing telephone directory assistance service from a directory assistance center having a directory assistance switch for monitoring a telephonic connection with a customer, the method comprising the steps:

(a) receiving a customer call through a first network switch from a customer telephone in an external telephone network;

(b) connecting the customer telephone through the first network switch to the directory assistance switch over a first link between the directory assistance switch and the first network switch;

(c) maintaining the connection from the customer telephone through the first network switch to the directory assistance switch for the duration of the customer call;

(d) connecting the customer telephone to a directory assistance operator;

(e) determining a destination telephone number of a desired party wanted by the customer in a computer database;

(f) initiating a telephonic connection between the customer telephone and the destination telephone over a second link between the directory assistance switch and a second network switch, said telephonic connection being responsive to operator selection of the destination telephone number and one of a plurality of connection options, at least one of the connection options including the following steps (g)-(i);

(g) allocating one or more detectors in the directory assistance switch to monitor said customer call for a command to reconnect to an operator issued by the customer telephone;

(h) detecting at the directory assistance switch one or more instances of the command; and

(i) automatically reconnecting the customer to an operator upon said detection of one or more instances of the command.

2. The method of claim 1 in which step (f) comprises sending a digit sequence of the destination telephone number contained in the computer database to a switch host to initiate the telephonic connection.

3. The method of claim 1 in which step (a) comprises receiving a customer call originated with a wireless telephone.

4. The method of claim 3 wherein step (f) further comprises initiating the telephonic connection without a voiced recitation of the destination telephone number.

5. The method of claim 3 in which at least one of the connection options includes the step of maintaining the directory assistance operator as a conferenced party to the initiated telephonic connection to monitor whether the connection is completed satisfactorily.

6. The method of claim 3 in which at least one of the connection options includes the step of reattempting to establish connection between the customer and the destination telephone party upon request by the customer following detection of said one or more instances of the command.

7. The method of claim 3 which includes repeating steps (e) through (g) for a different desired party following step (i).

8. The method of claim 3 wherein step (f) further comprises providing the destination telephone number to the customer by a voice recording unit.

9. The method of claim 1 further comprising the step of initiating a follow-on call at the completion of a successfully completed call.

10. An enhanced method of providing telephone directory assistance service comprising the steps:

(a) receiving a customer call from a first network switch from a customer telephone in a first external telephone network;

(b) connecting the customer telephone through the first network switch to a directory assistance switch in a directory assistance service center over a first switch link established between the first network switch and the directory assistance switch;

(c) maintaining the connection from the customer telephone through the first network switch to the directory assistance switch for the duration of the customer call;

(d) determining a destination telephone number of a destination telephone associated with a desired party wanted by the customer in a computer database;

(e) establishing a telephonic connection between the customer telephone and the destination telephone in a second external telephone network, through the first switch link, the directory assistance switch, and a second switch link between the directory assistance switch and a second network switch, responsive to operator selection of the destination telephone number;

(f) assigning one or more detectors to monitor said customer call at the directory assistance switch for a command issued by the customer telephone to reconnect to an operator;

(g) detecting said command at the directory assistance switch; and

(h) automatically reconnecting the customer to an operator upon said detection of the command.

11. The method of claim 10 wherein the assigning step comprises dedicating a DTMF receiver in the directory assistance switch to the customer call for the entire duration of the customer call.

12. The method of claim 10 wherein step (e) further comprises initiating the telephonic connection without providing the destination telephone number.

13. The method of claim 10 in which step (e) comprises sending a digit sequence of the destination telephone number contained in the computer database to a switch host to initiate the telephonic connection.

14. The method of claim 10 in which step (a) comprises receiving a customer call originated with a wireless telephone.

15. The method of claim 10 wherein step (e) further comprises providing the destination telephone number to the customer by a voice recording unit.

16. The method of claim 10 further comprising the step of maintaining a directory assistance operator as a conferenced party to the telephonic connection to monitor whether the telephonic connection is completed satisfactorily.

17. An enhanced method of providing telephone directory assistance service from a directory assistance center having a directory assistance switch comprising the steps:

receiving a customer call from a first external network switch from a customer telephone in a first external telephone network;

connecting the customer telephone through the first external network switch to the directory assistance switch over a first communication link established between the first external network switch and the directory assistance switch;

maintaining the connection from the customer telephone through the first external network switch to the directory assistance switch for the duration of the customer call;

connecting the customer telephone to a directory assistance operator;

transferring the customer call to a destination telephone in a second external telephone network through a second communication link established between the directory assistance switch and a second external network switch to establish a telephonic connection between the customer telephone and a destination telephone;

monitoring the connection between the customer telephone and the directory assistance switch with a detector in the directory assistance switch for one or more commands issued by the customer to reconnect to the operator;

detecting one or more commands at the directory assistance switch; and

automatically reconnecting the customer to a directory assistance operator upon the detection of the command.

18. The method of claim 17 in which the monitoring commences when the customer call is transferred.

19. The method of claim 17 wherein the monitoring step comprises dedicating a detector in the directory assistance switch to the customer call from the transfer of the customer call to the customer telephone going on-hook.

20. The method of claim 17 in which the transferring step includes sending a digit sequence of the destination telephone number contained in the computer database to a switch host to initiate the telephonic connection.

21. The method of claim 17 in which the receiving step includes receiving a customer call originated with a wireless telephone.

22. The method of claim 17 further comprising the step of initiating a follow-on call at the completion of a successfully completed call.