Multifunction autoattendant system and method of operation thereof

• US 6,442,242 B1
• Filed: 06/25/1999
• Issued: 08/27/2002
• Est. Priority Date: 06/25/1999
• Status: Expired due to Term

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Services Corporation (Verizon Communications Inc.)
• Inventors: McAllister, Alexander I., Yadav, Rita
• Primary Examiner(s): Hoosain, Allan
• Application Number:
  US09/344,340
• Time in Patent Office: 1,159 Days
• Field of Search: 379/67.1, 379/70, 379/76, 379/82, 379/88.01, 379/88.03, 379/88.08, 379/88.17, 379/88.18, 379/88.19, 379/91.01, 379/93.12, 379/114.12, 379/114.13, 379/142.15, 379/201.02, 379/201.03, 379/221.02, 379/265-1-2, 379/265.12, 379/88.13, 379/900, 379/907, 379/908
• US Class Current: 379/67.1
• CPC Class Codes: H04L 51/00 User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
• CPC Class Codes: H04L 51/08 Annexed information, e.g. attachments
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: Y10S 379/90 Internet, e.g. Internet phone, webphone, internet-based telephony

Abstract

A call processing apparatus incorporates a robust database supporting both autodialing and autoattendant functions. Incoming calls not directed to a specific telephone extension and any call to a dedicated autodialer function are answered and the caller prompted to speak the name of the desired person or department. A speech recognition platform analyzes the spoken name to provide one or more searchable text strings representing the various spellings associated with the spoken name. The database is searched to retrieve corresponding terminal address instructions such as the telephone number or extension of the named party and call routing to the address is initiated. Alternatively, in an autoattendant mode, a subscriber calls a telephone number associated with a specified service such as a hotline and is asked to identify himself by name. The speech recognition platform again provides a corresponding searchable text string used to retrieve subscriber-specific information for handling the call. Based on the retrieved information, the caller is prompted to give any additional information required to process the call and compose and send an e-mail message to an appropriate person or department. Requests or messages not having an appropriate prestored or formatted text message equivalent may instead be sent as voice message files attached to an e-mail message.

Claims

1. A call processing system for servicing voice calls, the call processing system comprising:

a voice processor configured to process a speech signal from a caller;

a subscriber database configured to retrieve subscriber-specific information in response to a processing of said speech signal by said voice processor;

a switch configured to selectively initiate completion of a voice call from the caller to a telephone line specified by said subscriber-specific information;

a processor configured to selectively generate an e-mail message in response to a selection made by the caller requesting a product related service; and

a data network configured to selectively transmit said e-mail message to a provider of said product related service at a digital terminal specified by said subscriber-specific information.

2. The call processing system according to claim 1 further comprising an interactive voice response unit configured to provide the caller with said subscriber-specific information.

3. The call processing system according to claim 1 wherein said subscriber database includes a telephone directory associating names with respective telephone number data and said subscriber-specific information includes said telephone number data.

4. The call processing system according to claim 1 wherein said e-mail message is transmitted using Simple Mail Transfer Protocol (SMTP).

5. The call processing system according to claim 1 wherein said voice processor includes a speaker independent voice recognition engine.

6. The call processing system according to claim 1 wherein said subscriber-specific information includes name, telephone number, and service information for each of a plurality of subscribers.

7. The call processing system according to claim 6 wherein said service information includes e-mail address information.

8. The call processing system according to claim 6 wherein said service information includes message text.

9. A call processing system for servicing voice calls, the call processing system comprising:

a voice processor configured to process a speech signal from a caller;

a subscriber database configured to retrieve subscriber-specific information in response to a processing of said speech signal by said voice processor;

a switch configured to selectively initiate completion of a voice call from the caller to a telephone line specified by said subscriber-specific information;

a processor configured to selectively generate a digital message in response to a selection made by the caller requesting a product related service and transmit an audio file as an attachment to said digital message; and

a data network configured to selectively transmit said digital message to a provider of said product related service at a digital terminal specified by said subscriber-specific information.

10. A call processing system comprising:

a telephone interface configured to receive a telephone call from a telephone network and to provide an indication of a dialed telephone number associated with the telephone call;

a controller responsive to said indication for selectively handling the telephone call in a directory mode of operation and in a messaging mode of operation;

a voice processor configured to process a speech signal of the telephone call received from a calling party;

a subscriber database storing a plurality of records of respective subscriber information;

a subscriber database management system configured to retrieve data from one of said records of subscriber information in response to a processing of said speech signal by said voice processor;

a switch operable in said directory mode of operation to selectively initiate completion of the telephone call to a telephone terminal specified by said subscriber information;

a voice response unit operable in said messaging mode of operation and responsive to said subscriber information to provide a prompt soliciting information from the calling party requesting a product related service;

a messaging system operable in said messaging mode of operation and responsive to data received from the calling party to generate a digital message including an indication of said service and transmit an audio file as an attachment to said digital message; and

a data network configured to selectively transmit said digital message to a digital terminal.

11. A method of processing voice calls placed on a telephone network comprising the steps of:

processing a speech signal from a caller received on the telephone network;

retrieving subscriber-specific information in response to said processing step;

selectively (i) completing a voice call from the caller to a telephone line specified by said subscriber-specific information and (ii) generating an e-mail message requesting a product related service in response to a selection made by the caller; and

transmitting said e-mail message to a digital terminal specified by said subscriber-specific information.

16. The call processing system according to claim 11 wherein said e-mail message include an identification of the calling party.

12. A call processing method comprising the steps of:

receiving a telephone call from a telephone network and providing an indication of a dialed telephone number associated with the telephone call;

selectively handling the telephone call in a directory mode of operation and in a messaging mode of operation;

processing a speech signal of the telephone call received from a calling party;

storing a plurality of records of respective subscriber information;

retrieving data from one of said records of subscriber information in response to said step of processing;

selectively initiating a completion of the telephone call to a telephone line specified by said subscriber information;

prompting the calling party, in the messaging mode of operation, to provide information;

generating an e-mail message requesting a product related service reflecting data received from the calling party in response to said prompting step; and

transmitting said e-mail message to a digital terminal.

13. A call processing system comprising:

a telephone interface configured to receive a telephone call from a telephone network and to provide an indication of a dialed telephone number associated with the telephone call;

a controller responsive to said indication for selectively handling the telephone call in a directory mode of operation and in a messaging mode of operation;

a voice processor configured to process a speech signal of the telephone call received from a calling party;

a subscriber database storing a plurality of records of respective subscriber information;

a subscriber database management system configured to retrieve data from one of said records of subscriber information in response to a processing of said speech signal by said voice processor;

a switch operable in said directory mode of operation to selectively initiate completion of the telephone call to a telephone terminal specified by said subscriber information;

a voice response unit operable in said messaging mode of operation and responsive to said subscriber information to provide a prompt soliciting information from the calling party requesting a product related service;

a messaging system operable in said messaging mode of operation and responsive to data received from the calling party to generate an e-mail message including an indication of said service; and

a data network configured to selectively transmit said e-mail message to a digital terminal.

14. The call processing system according to claim 13 wherein an address of said digital terminal is retrieved in response to said indication of the dialed telephone number.

15. The call processing system according to claim 13 wherein said subscriber information includes subscriber name and telephone number data.

17. The call processing system according to claim 13 wherein said e-mail message is transmitted on said data network using Simple Mail Transfer Protocol (SMTP).

18. The call processing system according to claim 13 wherein said voice processor includes a speaker independent voice recognition engine.