Automated operator assistance with menu options

• US 6,928,156 B2
• Filed: 05/31/2002
• Issued: 08/09/2005
• Est. Priority Date: 05/31/2002
• Status: Expired due to Fees

• Current Assignee: SBC Properties, L.P.
• Original Assignee: SBC Properties, L.P.
• Inventors: Book, Nancy Ann, McBlain, Thomas Joseph, Gruchala, Carol Shifrin
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US10/157,822
• Publication Number:
  US 20030223566A1
• Time in Patent Office: 1,166 Days
• Field of Search: 379/260, 379/218.01, 379/265.01
• US Class Current: 379/265.01
• CPC Class Codes: H04M 2203/255 comprising a personalized user interface
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 2207/12 intelligent networks
• CPC Class Codes: H04M 3/42153 by subscriber
• CPC Class Codes: H04M 3/42161 via computer interface
• 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

Abstract

A subscriber implements and accesses telecommunications services, using a graphical user interface (GUI) via the Internet, and an interactive voice response (IVR) system via the public switched telecommunications network (PSTN). The subscriber can create preferences for calls placed to operator assistance.

Claims

1. A method for processing a call placed by a caller of a centrex group or private branch exchange (PBX) system to operator assistance of a telecommunications carrier in accordance with a caller'"'"'s preferences comprising:

routing the call from the centrex group or PBX system to a public switched telephone network (PSTN);

receiving the call to operator assistance of the telecommunications carrier at a switch in the PSTN;

suspending the call at the switch;

launching a query to a service control point;

retrieving the caller'"'"'s operator service preferences from a database at the service control point;

routing the call from the PSTN to the centrex group or PBX system; and

routing the call to an extension in the centrex group or PBX system in accordance with the caller'"'"'s operator services preferences.

2. A method in a custom operator service for presenting a caller of a private exchange telephone system, who has placed a call to operator assistance of a telecommunications carrier, with a menu based upon preferences defined by the caller, comprising:

routing the call from the private exchange telephone system to a public switched telephone network (PSTN);

receiving the call to operator assistance of the telecommunications carrier at a switch in the PSTN;

suspending the call at the switch;

launching a query to a service control point;

retrieving the caller'"'"'s operator service preferences;

presenting the caller with a menu of operator services, the menu reflecting the caller'"'"'s preferences;

receiving the caller'"'"'s selection at the switch the caller'"'"'s selection comprising a selection of an extension in the private exchange telephone system; and

routing the call from the PSTN to the extension in the private exchange telephone system in accordance with the caller'"'"'s selection.

3. The method according to claim 2, wherein the caller'"'"'s operator service preferences are retrieved from a database at the service control point.

4. The method according to claim 2, wherein the caller'"'"'s operator service preferences are presented to the caller via an intelligent peripheral.

5. The method according to claim 2, wherein the menu of operator services includes at least one of directory assistance, calling card calls, credit card calls, emergency services, and live operator assistance.

6. The method according to claim 2, further comprising determining whether the caller is a subscriber of the custom operator service.

7. The method according to claim 6, further comprising routing the caller to live operator assistance or an automated service when the caller is determined not to be a subscriber of the custom operator service.

8. The method according to claim 2, further comprising presenting the menu to the caller using a recording previously recorded by the caller.

9. The method according to claim 2, wherein the private exchange telephone system comprises a centrex group.

10. The method according to claim 2, wherein the private exchange telephone system comprises a private branch exchange (PBX).

11. A method for presenting a caller with a preferred menu of operator services in response to a call originating from a private exchange telephone system placed to operator assistance of a telecommunications carrier of a public switched telephone network (PSTN) comprising:

receiving the call to operator assistance of the telecommunications carrier from the private exchange telephone system at a switch in the PSTN;

suspending the call at the switch;

launching a query to a service control point;

presenting the caller with the preferred menu of operator services;

receiving a selection made by the caller at the switch;

determining how to route the call in accordance with the caller'"'"'s selection; and

routing the call to an extension within the private exchange telephone system based on the determination.

12. The method of claim 11, wherein the menu of operator services includes at least one of directory assistance, calling card calls, credit card calls, emergency services, live operator assistance, and a location within the first network.

13. The method according to claim 11, wherein the private exchange telephone system comprises a centrex group.

14. The method according to claim 11, wherein the private exchange telephone system comprises a private branch exchange (PBX).

15. A telecommunications system for routing a call from a subscriber of a private exchange telephone system of a custom operator service to operator assistance of a telecommunications carrier in a public switched telephone network (PSTN), said telecommunications system comprising:

a database that stores a subscriber'"'"'s operator service preferences for the processing of calls placed to operator assistance of the telecommunications carrier; and

an intelligent peripheral that presents to the subscriber an operator service menu in response to a call from with the subscriber;

wherein the subscriber is prompted to select from the menu and the call is routed in accordance with the subscriber'"'"'s selection, the menu comprising at least one extension in the private exchange telephone system.

16. The telecommunications system according to claim 15, further comprising a service management system that allows a subscriber to pre-program the subscriber'"'"'s operator service preferences.

17. The telecommunications system according to claim 15, further comprising a service control point that retrieves the subscriber'"'"'s operator service preferences upon receiving a query from a switch.

18. The telecommunications system according to claim 15, further comprising a switch that routes the call from a public switched telephone network (PSTN) to the at least one extension in the private exchange telephone system.

19. The telecommunications system according to claim 15, wherein the private exchange telephone system comprises a centrex group.

20. The telecommunications system according to claim 15, wherein the private exchange telephone system comprises a private branch exchange (PBX).