Voice-data telephonic interface control system

• US 6,570,967 B2
• Filed: 06/07/1995
• Issued: 05/27/2003
• Est. Priority Date: 07/10/1985
• Status: Expired due to Fees

• Current Assignee: Ronald A Katz Technology Licensing LP
• Original Assignee: Ronald A Katz Technology Licensing LP
• Inventors: Katz, Ronald A.
• Primary Examiner(s): WOO, STELLA L
• Application Number:
  US08/482,218
• Publication Number:
  US 20030068022A1
• Time in Patent Office: 2,911 Days
• Field of Search: 379/92, 379/91, 379/97, 379/93, 379/94, 379/89, 379/88, 379/91.01, 379/91.02, 379/93.12, 379/93.13, 379/93.14, 379/93.28, 379/67.1, 379/88.08
• US Class Current: 379/93.12
• CPC Class Codes: A63F 2003/086 played via telephone, e.g. using a modem
• CPC Class Codes: G07C 11/00 Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere
• CPC Class Codes: G07C 15/005 with dispensing of lottery tickets
• CPC Class Codes: G07C 15/006 electronically
• CPC Class Codes: H04M 11/00 Telephonic communication systems specially adapted for combination with other electrical systems
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2203/2016 Call initiation by network rather than by subscriber
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/38 Graded-service arrangements, i.e. some subscribers prevented from establishing certain connections queuing arrangements H04Q3/64
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/436 Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; diversion H04M3/54
• CPC Class Codes: H04M 3/46 Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
• 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 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04Q 2213/13034 A/D conversion, code compression/expansion
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/1309 Apparatus individually associated with a subscriber line, line circuits
• CPC Class Codes: H04Q 2213/13091 : CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13093 : Personal computer, PC
• CPC Class Codes: H04Q 2213/13095 : PIN / Access code, authentication
• CPC Class Codes: H04Q 2213/13096 : Digital apparatus individually associated with a subscriber line, digital line circuits
• CPC Class Codes: H04Q 2213/13097 : Numbering, addressing
• CPC Class Codes: H04Q 2213/13103 : Memory
• CPC Class Codes: H04Q 2213/13106 : Microprocessor, CPU
• CPC Class Codes: H04Q 2213/13107 : Control equipment for a part of the connection, distributed control, co-processing
• CPC Class Codes: H04Q 2213/1316 : Service observation, testing
• CPC Class Codes: H04Q 2213/13173 : Busy signals
• CPC Class Codes: H04Q 2213/13175 : Graphical user interface [GUI], WWW interface, visual indication
• CPC Class Codes: H04Q 2213/13178 : Control signals
• CPC Class Codes: H04Q 2213/13204 : Protocols
• CPC Class Codes: H04Q 2213/1322 : PBX
• CPC Class Codes: H04Q 2213/13256 : Call screening
• CPC Class Codes: H04Q 2213/1328 : Call transfer, e.g. in PBX
• CPC Class Codes: H04Q 2213/1332 : Logic circuits
• CPC Class Codes: H04Q 2213/13349 : Network management
• CPC Class Codes: H04Q 2213/1337 : Operator, emergency services
• CPC Class Codes: H04Q 2213/13375 : Electronic mail
• CPC Class Codes: H04Q 2213/13376 : Information service, downloading of information, 0800/0900 services
• CPC Class Codes: H04Q 2213/13377 : Recorded announcement
• CPC Class Codes: H04Q 3/002 : Details
• CPC Class Codes: H04Q 3/54533 : Configuration data, translation, passwords, databases
• CPC Class Codes: H04Q 3/5455 : Multi-processor, parallelism, distributed systems
• CPC Class Codes: H04Q 3/54591 : Supervision, e.g. fault localisation, traffic measurements, avoiding errors, failure recovery, monitoring, statistical analysis
• CPC Class Codes: H04Q 3/665 : Circuit arrangements therefor
• CPC Class Codes: H04Q 3/72 : Finding out and indicating number of calling subscriber
• CPC Class Codes: H04Q 3/74 : Identification of subscriber calling from a party-line

Abstract

In an audio-digital telephone interface system, selective operation prompts a caller with oral instructions to provide: digital control signals, digital data signals (numeric) or audio signals. Inbound and outbound operations are involved and inbound callers are qualified as by automatic number identification (ANI) signals and consumable key operation. A data cell is loaded in accordance with an operating program and the resulting data packet is flagged depending on the presence of audio signals. Data packets are returned to storage, as for subsequent addressing to call up, as to process or cue a caller. The illustrative format receives and organizes order data for goods or services or to isolate a subset or a sub-subset of callers.

Claims

1. A method for controlling voice-data communications for use with a communication facility including remote terminals for individual callers, wherein said remote terminals comprise a telephonic capability including a voice communication structure for providing audio response signals and a digital input structure for providing digital response signals, said method comprising the steps of:

cuing select ones of said remote terminals to prompt selective actuation by callers of said voice communication structure and said digital input structure to provide responsive signals;

selectively receiving said responsive signals from said select ones of said remote terminals as digital signals indicative of caller data, digital signals to control access to certain operations, and audio signals;

generating caller sequence data as digital data signals; and

processing at least certain of said digital signals indicative of caller data or caller sequence data to isolate a subset of callers and storing said certain digital signals indicative of caller data and certain audio signals for subsequent processing.

2. A method for controlling voice-data communications according to claim 1, wherein the responsive signals indicative of caller data include caller customer number data.

3. A method for controlling voice-data communications according to claim 2, further comprising the step of:

verifying the caller customer number data against a negative list of unacceptable customer number data.

4. A method for controlling voice-data communications according to claim 1, further comprising the step of:

providing each of said individual callers with a computer generated number.

5. A method for controlling voice-data communications according to claim 1, further comprising the step of:

receiving individual callers'"'"' credit card numbers for billing purposes as digital signals indicative of caller data or digital signals to control access to certain operations or both.

6. A method according to claim 1, further comprising the step of:

receiving calling number identification data signals provided automatically from the communication facility; and

utilizing the calling number identification data signals to control certain processing operations.

7. A method according to claim 1, further comprising the step of:

testing for a limit on use.

8. A method according to claim 1, further comprising the steps of:

receiving calling number identification data signals automatically provided by the communication facility.

9. A method according to claim 1, further comprising the step of:

utilizing at least certain of said calling number identification data to control at least part of the voice-data communications.

10. A method according to claim 1, wherein at least certain of said calling number identification data is utilized to preclude access to at least certain operations performed by an audio response unit.

11. A method according to claim 1, further comprising:

controlling voice-data communications based upon a specified limited amount of use available to said individual callers.

12. A method according to claim 1, wherein said specified limited amount of use is determined by incrementing to said amount of use.

13. A method according to claim 1, wherein said specified limited amount of use is one.

14. A method according to claim 1, further comprising the step of:

isolating a subset of said callers based at least in part upon said individual callers'"'"' calling order sequence.

15. A method for controlling voice-data communications according to claim 1, further comprising the step of:

recording said audio signals and reproducing recorded audio signals as caller voice data at a remote terminal.

16. A method for controlling voice-data communications according to claim 1, further comprising the step of:

providing said audio signals recorded in a digital format to a terminal via a coupling structure.

17. A method for controlling voice-data communications according to claim 1, wherein said audio signals recorded in a digital format are provided to said terminal via an autodialer.

18. A method for controlling voice-data communications according to claim 1, further comprising the step of:

providing each of said individual callers with a computer generated number.

19. A method for controlling voice-data communications according to claim 1, further comprising the step of:

receiving individual callers'"'"' credit card numbers for billing purposes.

20. A method for controlling voice-data communications according to claim 1, further comprising the step of:

storing at least said audio signals for subsequent processing.

21. A method for controlling voice-data communications for use with a communication facility including remote terminals for individual callers, wherein said remote terminals comprise a telephonic capability including a voice communication structure for providing audio response signals and a digital input structure for providing digital response signals, said method comprising the steps of:

cuing select ones of said remote terminals to prompt selective actuation by callers of said voice communication structure and said digital input structure to provide responsive signals;

selectively receiving said responsive signals from said select ones of said remote terminals as digital signals indicative of caller data, digital signals to control access to certain operations, and audio signals;

generating caller sequence data as digital data signals; and

processing at least certain of said digital signals indicative of caller data or caller sequence data to isolate a subset of callers and storing said certain digital signals indicative of caller data and certain audio signals for subsequent processing and wherein said subset of callers is isolated based on a sequence of said individual callers.

22. A method according to claim 21, further comprising the step of receiving calling number identification data automatically provided by said communication facility.

23. A method according to claim 22, further comprising the step of:

utilizing at least certain of said calling number identification data to control at least part of voice-data communications operations.

24. A method according to claim 22, wherein at least certain of said calling number identification data is utilized to preclude access to at least certain operations performed by an audio response unit.

25. A method according to claim 21, further comprising:

controlling voice-data communications based upon a specified limited amount of use available to said individual callers.

26. A method according to claim 21, wherein said specified limited amount of use is determined by incrementing to said amount of use.

27. A method according to claim 21, wherein said specified limited amount of use is one.

28. A method according to claim 21, wherein the subset of callers is isolated based at least in part upon said individual callers'"'"' calling order sequence.

29. A method for controlling voice-data communications according to claim 31, further comprising the step of:

recording said audio signals and reproducing recorded audio signals as caller voice data at a remote terminal.

30. A method for controlling voice-data communications according to claim 21, further comprising the step of:

providing said audio signals recorded in a digital format to a terminal via a coupling structure.

31. A method for controlling voice-data communications according to claim 21, wherein said audio signals recorded in a digital format are provided to said terminal via an autodialer.

32. A method for controlling voice-data communications according to claim 21, further comprising the step of:

providing each of said individual callers with a computer generated number.

33. A method for controlling voice-data communications according to claim 21, further comprising the step of:

receiving individual callers'"'"' credit card numbers for billing purposes.

34. A method for controlling voice-data communications according to claim 21, further comprising the step of:

storing at least said audio signals for subsequent processing.

35. A method for controlling voice-data communications for use with a communication facility including remote terminals for individual callers, wherein said remote terminals include a digital input device for providing digital responsive signals, said method comprising the steps of:

cuing select ones of said remote terminals via a voice generator to prompt selective actuation by callers of said digital input device to provide responsive signals;

receiving said responsive signals including signals indicative of a customer identification number for an individual caller that may be utilized to access a file for said individual caller and receiving said responsive signals including signals indicative of other data;

testing at least a portion of said customer identification number for approval;

processing the other data for the individual caller utilizing multiple comparative operations;

confirming with said individual caller, via the voice generator, certain of said data stored in said file for said individual caller; and

transferring a call from said individual caller to an attended terminal and displaying at least a portion of data stored in said file at said attended terminal under control of said responsive signals indicative of said customer identification number wherein said attended terminal has a capability for data to be entered to facilitate completion of the call from said individual caller.

36. A method according to claim 35 further comprising the step of:

receiving caller number identification signals indicative of at least a portion of a caller'"'"'s number from said communication facility.

37. A method according to claim 36 further comprising the step of:

utilizing the caller number identification signals as additional data for the individual caller.

38. A method according to 35, wherein at least a part of the data stored in the file is audio data.

40. A method according to claim 35 wherein at least part of the data stored in the file is caller address data.

41. A method according to claim 35 wherein at least part of the data stored in the file is caller name data.

39. A method according 38 wherein the audio data is at least in part utilized to accomplish at least part of the confirming step via an audio response unit.