Telephonic-interface statistical analysis system

• US 6,678,360 B1
• Filed: 08/25/2000
• Issued: 01/13/2004
• 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): WEAVER, SCOTT LOUIS
• Application Number:
  US09/648,691
• Time in Patent Office: 1,236 Days
• Field of Search: 379/67.1, 379/88.01, 379/88.22, 379/88.23, 379/88.24, 379/93.12, 379/93.17, 379/127.01, 379/142.01, 379/142.17, 379/114.01, 379/114.05, 379/114.14, 379/88.25, 379/88.26, 379/88.27, 379/218.02, 379/265.01, 379/265.13, 379/266.01, 379/266.02, 379/309
• US Class Current: 379/88.2
• 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: G07C 2011/04 related to queuing systems
• 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 speech recognition per se G10L15/00
• 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 3/436 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: 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

A system D interfaces with a multiplicity of individual terminals T1-Tn of a telephone network facility C, at the terminals callers are prompted by voice-generated instructions to provide digital data that is identified for positive association with a caller and is stored for processing. The caller'"'"'s identification data is confirmed using various techniques and callers may be ranked and accounted for on the basis of entitlement; sequence or demographics. Callers are assigned random designations that are stored along with statistical and identification data. A break-off control circuit may terminate the computer interface aborting to a terminal for direct communication with an operator. Real-time operation processing is an alternative to stored data. The accumulation of stored data (statistical, calling order sequence, etc.) is variously processed and correlated as with developed or established data to isolate a select group or subset of callers who can be readily identified and reliably confirmed. Different program formats variously control the processing of statistical data as for auction sales, contests, lotteries, polls, commercials and so on.

Claims

1. A method to be utilized with a telephone facility for on-line handling of customer data contained in a memory in accordance with a select operating format and under control of a computer associated with the memory, comprising the steps of:

receiving incoming calls from callers;

receiving called terminal digital data (DNIS) signals automatically provided by said telephone facility relating to an incoming call to identify said select operating format from a plurality of distinct operating formats and for also receiving caller telephone number data from said telephone facility;

testing the caller telephone number data against negative file data to limit access to at least a portion of the select operating format;

providing an operator terminal for use by a person to facilitate caller communication via the person through the telephone facility;

connecting an incoming call by a caller to said operator terminal under control of the computer based on a condition, said caller telephone number data being stored in said memory such that said computer in accordance with said select operating format is capable of accessing said customer data on a selected customer which has a telephone number corresponding to said caller telephone number data automatically provided from said telephone facility;

said computer visually displaying said customer data on a selected customer and said operator terminal capable of providing data entries to said memory; and

updating said customer data on a selected customer contained in the memory by incorporating said data entries into said customer data.

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

prompting callers to enter digital data.

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

testing said customer data under control of the computer.

4. A method according to claim 3, wherein the testing step further comprises the step of testing a caller provided PIN number.

5. A method according to claim 1, wherein the data entries provided by the operator relate to a caller.

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

providing said operator terminal with a display of data relating to said select operating format under control of said called terminal digital data (DNIS) signals.

7. A method according to claim 1, wherein said customer data on said selected customer includes data specifying a limit on use.

8. A method according to claim 7, wherein said limit on use specifies a predetermined number of uses.

9. A method according to claim 7, wherein said limit on use specifies a one time only use.

10. A method according to claim 7, wherein said limit on use specifies a use relating to a dollar amount.

11. A method according to claim 7, wherein said customer data on a selected customer includes data based on a specified limit on a number of calls from said caller during specified multiple intervals of time wherein said specified limit is automatically refreshed at the beginning or the end of each of said multiple intervals of time.

12. A method according to claim 7, wherein said limit on use specifies an extent of access.

13. A method for use with a telephone facility for on-line handling of customer data contained in a memory in accordance with a select operating format and under control of a computer associated with the memory, comprising the steps of:

receiving incoming calls from callers;

receiving called terminal digital data (DNIS) signals associated with an incoming call automatically provided by the telephone facility to identify the select operating format from a plurality of distinct operating formats;

providing an operator terminal for use by a person to enable a caller to communicate via the operator through the telephone facility; and

receiving customer number data entered by a caller and storing the customer number data in a memory and further based on a condition coupling an incoming call to the operator terminal;

visually displaying the customer number data at the operator terminal; and

updating data relating to the caller in the memory by incorporating other data entries provided at the operator terminal.

14. A method according to claim 13, further comprising the step of:

under control of the select operating format, developing computer generated number data for at least certain of the customers.

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

providing said computer generated number data via voice signals to at least certain of the customers.

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

issuing said computer generated number data in sequential order to at least certain of the customers.

17. A method according to claim 15, further comprising the step of:

utilizing said computer generated number data to identify transactions for at least certain customers and for storing said computer generated number data in said memory.

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

receiving caller telephone number data automatically provided by the telephone facility for each customer and utilizing said caller telephone number data to control certain operations of the select operating format.

19. A method according to claim 15, further comprising the step of:

imposing a limit on use with respect to at least certain operations of the select operating format for at least certain of the customers.

20. A method according to claim 19, wherein the limit on use imposed on at least certain customers relates to a dollar amount.

21. A method according to claim 19, wherein the limit on use imposes a one time only use on at least certain customers.

22. A method according to claim 19, wherein the limit on use imposes a predetermined number of uses on at least certain customers.

23. A method according to claim 19, further comprising the step of:

further testing said limit on use with respect to at least certain customers based on a predetermined period of time.

24. A method according to claim 18, further comprising the step of:

imposing a limit with respect to at least certain customers based on a predetermined period of time.

25. A method according to claim 13, further comprising the step of:

testing said customer number data against negative data.

26. A method according to claim 25, further comprising the step of:

generating computer number data and providing the computer number data to at least certain of the customers via voice signals.

27. A method according to claim 26, wherein the computer generated number data is provided to at least certain customers in sequential order.

28. A method according to claim 25, further comprising the step of:

utilizing the computer generated number data to identify transactions with respect to at least certain customers; and

storing the computer generated number data in the memory.

29. A method according to claim 25, further comprising the step of:

imposing a limit on use with respect to at least certain operations of the select data operating format for at least certain customers.

30. A method according to claim 29, wherein the limit on use imposed on at least certain customers relates to a dollar amount.

31. A method according to claim 29, wherein the limit on use imposed on at least certain customers specifies a predetermined number of uses.

32. A method according to claim 29, wherein the limit on use imposed on at least certain customers specifies a one time only use.

33. A method according to claim 25, further comprising the step of:

selectively providing different cues to customers based on customer identification data.

34. A method according to claim 25, further comprising the step of:

receiving customer telephone number data automatically provided by the telephone facility; and

utilizing the customer telephone number data to control certain operations of the select operating format.

35. A method according to claim 34, further comprising the step of:

storing the customer telephone number data.

36. A method according to claim 13, further comprising the step of:

further testing the customer number data for at least certain callers to determine if the customer number data is of record.

37. A method according to claim 13, further comprising the step of:

further testing the customer number data to determine if the customer number data has exceeded a limit on use imposed on at least certain callers.

38. A method according to claim 37, wherein the limit on use relates to a dollar amount.

39. A method according to claim 37, wherein the limit on use imposed on at least certain callers specifies a one time only use.

40. A method according to claim 37, wherein the limit on use imposed on at least callers specifies a predetermined number of uses.

41. A method according to claim 37, wherein the limit on use is imposed on at least certain callers during a predetermined period of time.

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

further testing the customer number data against a file of negative data.

43. A method according to claim 13, further comprising the step of:

providing computer generated number data to at least certain of said callers via voice signals.

44. A method according to claim 43, storing the computer generated number data in association with the customer number data.

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

selectively providing different cues to at least certain callers to prompt responses based on customer identification data.

46. A method according to claim 13, further comprising the step of:

selectively receiving calling number identification data and utilizing the calling number identification data to test for fraud against a database of calling number identification data.

47. A system according to claim 13, wherein the number data relating to a customer includes expiration date data.

48. A system for use with a telephone facility for on-line handling of customer data contained in a memory in accordance with a select operating format and under control of a computer associated with the memory, comprising the steps of:

means for receiving called terminal digital data (DNIS) signals associated with an incoming call automatically provided by the telephone facility to identify the select operating format from a plurality of distinct operating formats;

an operator terminal for use by a person to enable a customer to communicate via the operator through the telephone facility; and

interface switching means connected to the receiving means and the operator terminal for receiving incoming calls;

processing means connected to the interface switching means for receiving number data relating to a customer and storing the number data in a memory, said processing means under control of the select operating format, further using the number data to selectively determine at least one appropriate cue to avoid repetition of a cue for every different one of at least certain customers to prompt appropriate responses from the customers, in addition, said processing means capable of coupling an incoming call to the operator terminal based on a condition, and providing a visual display of at least a portion of the number data relating to a customer at the operator terminal to allow other data entries to the memory from the operator terminal to update data relating to the caller stored in the memory.

49. A system according to claim 48, further comprising:

qualification structure for testing the customer number data to determine if the customer number data has exceeded a limit on use imposed with respect to at least certain callers.

50. A system according to claim 49, wherein the limit on use relates to a dollar amount.

51. A system according to claim 49, wherein the limit on use imposed on at least certain callers specifies a one time only use.

52. A system according to claim 49, wherein the limit on use imposed on at least certain callers specifies a predetermined number of uses.

53. A system according to claim 49, wherein the limit on use is imposed on at least certain callers during a predetermined period of time.

54. A system according to claim 48, wherein the means for receiving also receives calling number identification data for each customer as part of the number data and wherein the calling number identification data is utilized to control certain operations of the select operating format.

55. A system according to claim 54, wherein the calling number identification data is stored in the memory.

56. A system according to claim 48, wherein the qualification structure also tests the number data to determine if it is of record.

57. A system according to claim 56, wherein the qualification structure further tests the number data against negative file data.

58. A system according to claim 48, wherein the processing means determines and provides an appropriate cue to avoid duplicating a cue.

59. A system according to claim 48, wherein the number data relating to a customer includes expiration date data.

60. A system for use with a telephone facility for on-line handling of customer data contained in a memory in accordance with a select operating format and under control of a computer associated with the memory, comprising:

means for receiving called terminal digital data (DNIS) signals associated with an incoming call automatically provided by the telephone facility to identify the select operating format from a plurality of distinct operating formats;

an operator terminal for use by a person to enable a caller to communicate through the telephone facility;

interface switching means connected to the receiving means and the operator terminal for receiving incoming calls;

a voice generator for providing callers with voice prompts to enter responsive data;

qualification structure connected to the interface switching means for testing the customer number data to determine if the customer number data is of prior record to limit on prevent access to at least certain operations of the select operating format; and

processing means connected to the interface switching means for receiving customer number data entered by a caller and storing the customer number data in a memory for subsequent display and further based on a condition coupling an incoming call to the operator terminal, said processing means providing a visual display of at least a part of the customer number data at the operator terminal and updating the memory by incorporating other data entries provided at the operator terminal.

61. A system according to claim 60, wherein the qualification structure further tests the customer number data against negative file data.

62. A system according to claim 60, further comprising:

a computer number generator for generating computer number data for at least certain callers and providing the computer number data to at least certain callers via the voice generator.

63. A system according to claim 62, wherein the qualification structure tests a limit on use imposed with respect to at least certain operations of the select operating format for at least, certain callers.

64. A system according to claim 63, wherein the limit on use imposed on at least certain callers specifies a one time only use for at least certain callers.

65. A system according to claim 63, wherein the limit on use imposed on at least certain callers relates to a dollar amount.

66. A system according to claim 63, wherein the limit on use imposed on at least certain callers relates to a predetermined number of uses.

67. A system according to claim 63, wherein the limit on use is imposed on at least certain callers during a predetermined period of time.

68. A system according to claim 60, further comprising:

a computer number generator for generating computer number data to identify transactions for at least certain callers, said computer number data stored in the memory to subsequently identify the transactions.

69. A system according to claim 67, wherein the computer number data is provided to at least certain callers via a voice generator.

70. A system according to 60, wherein the processing means selectively provides different cues to avoid repetition of cues to at least certain callers as determined by the customer number data.

71. A system according to claim 60, wherein calling number identification data automatically provided by the telephone facility for at least certain callers serves as their customer number data.

72. A system according to claim 60 wherein the means for receiving further receives calling number identification signals automatically provided by the telephone facility.

73. A system according to claim 72, wherein the qualification structure further tests the calling number identification signals against a database of calling number identification data to determine fraudulent use.

74. A system according to claim 72, wherein the customer number data includes expiration date data.

75. A method to be utilized with a telephone facility for on-line handling of caller data contained in a memory in accordance with a select operating format and under control of a computer associated with the memory, comprising the steps of:

receiving incoming calls from callers;

receiving caller telephone number data automatically provided by the telephone facility;

testing the caller telephone number data against negative file data in accordance with a negative test to limit access to at least a portion of the select operating format by the callers;

receiving caller identification data entered by the callers;

testing the caller identification data against a file of stored caller identification data in accordance with a positive test;

providing an operator terminal for use by a person to facilitate caller communication via the person through the telephone facility;

connecting an incoming call by a caller to said operator terminal under control of the computer based on a condition where the caller does not satisfy the positive test against stored caller identification data, said computer visually displaying said identification data on a selected caller and said operator terminal capable of providing data entries to said memory; and

updating said caller data on a selected caller contained in the memory by incorporating said data entries into said caller data.

76. A method according to claim 75, wherein the caller identification data is customer data.

77. A method according to claim 75, further comprising the step of:

testing said caller data under control of the computer.

78. A method according to claim 77, wherein the caller identification data is a caller personal identification number number.

79. A method according to claim 75, wherein the data entries provided by the operator terminal relate to a caller.

80. A method according to claim 75, wherein said caller data on said selected caller includes data specifying a limit on use.

81. A method according to claim 80, wherein said limit on use specifies a predetermined number of uses.

82. A method according to claim 80, wherein said limit on use specifies a one time only use.

83. A method according to claim 80, wherein said limit on use specifies a use relating to a dollar amount.

84. A method according to claim 80, wherein said caller data on a selected caller includes data based on a specified limit on a number of calls from said caller during specified multiple intervals of time wherein said specified limit is automatically refreshed at the beginning or the end of each of said multiple intervals of time.

85. A method according to claim 80, wherein said limit on use specifies an extent of access.

86. A method for use with a telephone facility for on-line handling of customer data contained in a memory in accordance with a select operating format and under control of a computer associated with the memory, comprising the steps of:

receiving incoming calls from callers;

providing an operator terminal for use by a person to enable a caller to communicate via the operator through the telephone facility;

receiving customer number data entered by a caller in addition to one other form of identification for the caller and storing at least the customer number data in a memory and further based on a condition coupling an incoming call to the operator terminal;

visually displaying at least a portion of the customer number data at the operator terminal; and

updating data relating to the caller in the memory by incorporating other data entries provided at the operator terminal.

87. A method according to claim 86, further comprising the step of:

under control of the select operating format, developing computer generated number data for at least certain of the customers.

88. A method according to claim 87, further comprising the step of:

providing said computer generated number data via voice signals to at least certain of the customers.

89. A method according to claim 87, further comprising the step of:

issuing said computer generated number data in sequential order to at least certain of the customers.

90. A method according to claim 88, further comprising the step of:

utilizing said computer generated number data to identify transactions for at least certain customers and for storing said computer generated number data in said memory.

91. A method according to claim 87, further comprising the step of:

receiving caller telephone number data automatically provided by the telephone facility for each customer and utilizing said caller telephone number data to control certain operations of the select operating format.

92. A method according to claim 88, further comprising the step of:

imposing a limit on use with respect to at least certain operations of the select operating format for at least certain of the customers.

93. A method according to claim 92, wherein the limit on use imposed on at least certain customers relates to a dollar amount.

94. A method according to claim 92, wherein the limit on use imposes a one time only use on at least certain customers.

95. A method according to claim 92, wherein the limit on use imposes a predetermined number of uses on at least certain customers.

96. A method according to claim 92, further comprising the step of:

further testing said limit on use with respect to at least certain customers based on a predetermined period of time.

97. A method according to claim 91, further comprising the step of:

imposing a limit with respect to at least certain customers based on a predetermined period of time.

98. A method according to claim 86, further comprising the step of:

testing said customer number data against a file including a file of negative file data.

99. A method according to claim 98, further comprising the step of:

generating computer number data and providing the computer number data to at least certain of the customers via voice signals.

100. A method according to claim 99, wherein the computer generated number data is provided to at least certain customers in sequential order.

101. A method according to claim 98, further comprising the step of:

utilizing the computer generated number data to identify transactions with respect to at least certain customers; and

storing the computer generated number data in the memory.

102. A method according to claim 98, further comprising the step of:

imposing a limit on use with respect to at least certain operations of the select data operating format for at least certain customers.

103. A method according to claim 102, wherein the limit on use imposed on at least certain customers relates to a dollar amount.

104. A method according to claim 102, wherein the limit on use imposed on at least certain customers specifies a predetermined number of uses.

105. A method according to claim 102, wherein the limit on use imposed on at least certain customers specifies a one time only use.

106. A method according to claim 98, further comprising the step of:

selectively providing different cues in accordance with said select operating format to customers based on customer identification data.

107. A method according to claim 106, wherein the customers are provided at least one further cue.

108. A method according to claim 98, further comprising the step of:

receiving customer telephone number data automatically provided by the telephone facility; and

utilizing the customer telephone number data to control certain operations of the select operating format.

109. A method according to claim 108, further comprising the step of:

storing the customer telephone number data.

110. A method according to claim 86, further comprising the step of:

further testing the customer number data for at least certain callers to determine if the customer number data is of record.

111. A method according to claim 86, further comprising the step of:

further testing the customer number data to determine if the customer number data has exceeded a limit on use imposed on at least certain callers.

112. A method according to claim 111, wherein the limit on use relates to a dollar amount.

113. A method according to claim 111, wherein the limit on use imposed on at least certain callers specifies a one time only use.

114. A method according to claim 111, wherein the limit on use imposed on at least callers specifies a predetermined number of uses.

115. A method according to claim 111, wherein the limit on use is imposed on at least certain callers during a predetermined period of time.

116. A method according to claim 111, further comprising the step of:

further testing the customer number data against a file including a file of negative file data.

117. A method according to claim 86, further comprising the step of:

providing computer generated number data to at least certain of said callers via voice signals.

118. A method according to claim 117, storing the computer generated number data in association with the customer number data.

119. A method according to claim 111, further comprising the step of:

selectively providing different cues in accordance with said select operating format to at least certain callers to prompt responses based on customer identification data.

120. A method according to claim 119, further comprising the step of:

providing at least one other cue.

121. A method according to claim 86, wherein the customer number data is customer social security data.

122. A method according to claim 86, wherein the one other form of identification for the caller is social security data.

123. A method according to claim 86, further comprising the step of:

selectively receiving calling number identification data and utilizing the calling number identification data to test for fraud against a database of calling number identification data.

124. A system according to claim 86, wherein the number data relating to a customer includes expiration date data.