Technique for monitoring and attempting to connect destination telephone and providing information assistance upon detection of unsatisfactory connection

• US 6,466,784 B1
• Filed: 11/22/1999
• Issued: 10/15/2002
• 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): TO, DORIS HA
• Application Number:
  US09/447,465
• Time in Patent Office: 1,058 Days
• Field of Search: 455/403, 455/414, 455/416, 455/417, 455/422, 455/445, 379/212, 379/210, 379/211, 379/214, 379/265, 379/201-202, 379/203, 379/209, 379/201.01, 379/201.02, 379/202.01, 379/207.01, 379/207.02, 379/211.02, 379/212.01, 379/218.01
• US Class Current: 455/414.2
• 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 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. A method for managing, by an information assistance service provider, a call received through a first carrier network not controlled by the information assistance service provider, the call being connectable to a desired party through a second carrier network also not controlled by the information assistance service provider, the method comprising:

receiving the call by a caller through the first carrier network;

receiving from the caller an information assistance request for a suggestion of a goods or service provider, which is unaffiliated with the information assistance service provider;

searching a database for search results including a telephone number associated with a communications device which satisfy the request;

establishing a connection for connecting the caller to the communications device through the second carrier network; and

allowing the caller to be connected to an information assistance service provided by the information assistance service provider before the caller terminates the call.

2. The method of claim 1, wherein the information assistance provider includes an operator.

3. The method of claim 2, wherein the operator becomes a conferenced party in attempting to establish the connection.

4. The method of claim 1, further comprising detecting an input by the caller.

5. The method of claim 4, further comprising connecting the user to an information assistance service provided by the provider upon detection of the input.

6. The method of claim 1, wherein the first carrier network and the second carrier network are the same network.

7. The method of claim 1, further comprising determining whether the connection is satisfactory.

8. The method of claim 7, wherein it is determined that the connection is not satisfactory upon receipt of a reorder tone.

9. The method of claim 7, wherein it is determined that the connection is not satisfactory upon receipt of a busy tone.

10. The method of claim 7, wherein it is determined that the connection is not satisfactory upon receipt of an operator intercept tone.

11. The method of claim 7, wherein it is determined that the connection is not satisfactory when a ring-no-answer is detected.

12. The method of claim 7, wherein it is determined that the connection is not satisfactory when silence is detected.

13. The method of claim 1, wherein the goods or service provider is located in a given geographic area.

14. The method of claim 1, wherein the goods or service provider includes a restaurant.

15. The method of claim 1, wherein the search results include information concerning a plurality of goods or service providers satisfying the request.

16. The method of claim 15, wherein the plurality of goods or service providers are presented in a selected order.

17. The method of claim 16, wherein the selected order includes a random order.

18. A method for providing an information assistance service, the method comprising:

receiving by an information assistance service provider a call from a caller over a first carrier network;

receiving from the caller an information assistance request for a suggestion of a goods or service provider, which is unaffiliated with the information assistance service provider;

searching a database for a selected goods or service provider satisfying the request and the connection information concerning the selected goods or service provider;

attempting to connect the caller over a second carrier network to the selected goods or service provider based on the connection information; and

allowing the caller to be connected to an information assistance service provided by the information assistance service provider when an indication that the caller will not be able to communicate with the selected goods or service provider is received.

19. The method of claim 18, wherein the provider includes an operator.

20. The method of claim 19, wherein the operator becomes a conferenced party in attempting to connect the caller to said communication device.

21. The method of claim 18, wherein the indication includes a reorder tone.

22. The method of claim 18, wherein the indication includes a busy tone.

23. The method of claim 18, wherein the indication includes an operator intercept tone.

24. The method of claim 18, wherein the indication includes a ring-no-answer condition.

25. The method of claim 18, wherein the indication includes a silence condition.

26. The method of claim 18, further comprising detecting an input by the caller.

27. The method of claim 26, further comprising connecting the caller to an information assistance service provided by the information assistance service provider upon detection of the input.

28. The method of claim 18, wherein the first carrier network and the second carrier network are the same network.

29. The method of claim 18, wherein the selected goods or service provider is located in a given geographic area.

30. The method of claim 18, wherein the selected goods or service provider includes a restaurant.