Method for providing enhanced directory assistance upon command using out-of-band signaling

• US 7,020,261 B2
• Filed: 05/06/2003
• Issued: 03/28/2006
• 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: Timmins, Timothy A., McGrath, Adam J., Elsey, Nicholas J., Cox, Patrick M., Powell, A. Peter, Kepler, Michael A., Filliger, Paul W.
• Primary Examiner(s): Deane, Jr., William J.
• Application Number:
  US10/430,051
• Publication Number:
  US 20030194075A1
• Time in Patent Office: 1,057 Days
• Field of Search: 379/218.01, 379/209.01, 379/212.01, 379/67, 379/218.02, 379/203.01, 455/404
• US Class Current: 379/218.01
• 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 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 3/42093 Notifying the calling party of information on the called or connected party
• 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

Abstract

A user calls a directory assistance service provider to search for a desired telephone number and be connected to a party at the desired number. In one such connection, the user is afforded enhanced directory assistance upon a user command in the form of an out-of-band signaling message, e.g., SS7 signaling message. For example, the user may be afforded further operator assistance by pressing on the user telephone a predetermined key (e.g., “*” key), which is detectable by the directory assistance service provider as an SS7 signaling message.

Claims

1. A method for providing a directory assistance service comprising:

receiving a call from a caller desiring a telephone number;

connecting the call to a directory assistance service provider;

receiving information from the caller over a voice connection;

determining a desired telephone number based on the received information;

connecting the call from the caller to the desired telephone number without requiring the caller to dial the desired telephone number;

monitoring the call connected to the desired telephone number for a message for connecting the caller back to the directory assistance service provider; and

reconnecting the caller to the directory assistance service provider when the message is detected, wherein the message traverses a second connection different from the voice connection.

2. The method of claim 1 wherein the message is initiated from the caller'"'"'s telephone.

3. The method of claim 1 wherein the message is initiated when the caller presses one or more predetermined keys on the caller'"'"'s telephone.

4. The method of claim 1 wherein the second connection includes an SS7 signaling connection.

5. The method of claim 4 wherein the message includes an SS7 signaling message.

6. The method of claim 1 wherein the second connection includes a data connection.

7. The method of claim 1 wherein the directory assistance service provider includes at least one operator.

8. The method of claim 1 wherein the directory assistance service provider includes at least one automated voice unit.

9. A method for providing a directory assistance service comprising:

receiving a call, from a caller, over a network including at least a voice connection, and a second connection for communicating messages to administer the call;

directing the call to a directory assistance service provider;

transferring the call to a destination communication device in response to a request communicated by the caller through the voice connection;

monitoring the call transferred to the destination communication device for a message from the second connection, the message being initiated by the caller; and

directing the call to the directory assistance service provider after a detection of the message.

10. The method of claim 9 wherein the destination communication device comprises a telephone.

11. The method of claim 9 wherein the message is initiated by the caller using a telephone.

12. The method of claim 11 wherein the message is initiated when the caller presses one or more predetermined keys on the telephone.

13. The method of claim 9 wherein the second connection includes an SS7 signaling connection.

14. The method of claim 13 wherein the message includes an SS7 signaling message.

15. The method of claim 9 wherein the second connection includes a data connection.

16. The method of claim 9 wherein the directory assistance service provider includes at least one operator.

17. The method of claim 9 wherein the directory assistance service provider includes at least one automated voice unit.

18. A system for providing a directory assistance service comprising:

an interface for receiving a call from a caller desiring a telephone number, information being received from the caller over a voice connection;

a device for connecting the call to a directory assistance service provider;

a server for determining a desired telephone number based on the received information;

a mechanism for connecting the call from the caller to the desired telephone number without requiring the caller to dial the desired telephone number; and

a processor for monitoring the call connected to the desired telephone number for a message for connecting the caller back to the directory assistance service provider, the caller being reconnected to the directory assistance service provider when the message is detected, wherein the message traverses a second connection different from the voice connection.

19. The system of claim 18 wherein the message is initiated from the caller'"'"'s telephone.

20. The system of claim 18 wherein the message is initiated when the caller presses one or more predetermined keys on the caller'"'"'s telephone.

21. The system of claim 18 wherein the second connection includes an SS7 signaling connection.

22. The system of claim 21 wherein the message includes an SS7 signaling message.

23. The system of claim 18 wherein the second connection includes a data connection.

24. The system of claim 18 wherein the directory assistance service provider includes at least one operator.

25. The system of claim 18 wherein the directory assistance service provider includes at least one automated voice unit.

26. A system for providing a directory assistance service comprising:

an interface for receiving a call, from a caller, over a network including at least a voice connection, and a second connection for communicating messages to administer the call;

a mechanism for directing the call to a directory assistance service provider, the call being transferred to a destination communication device in response to a request communicated by the caller through the voice connection; and

a processor for monitoring the call transferred to the destination communication device for a message from the second connection, the message being initiated by the caller, the call being directed to the directory assistance service provider after a detection of the message.

27. The system of claim 26 wherein the destination communication device comprises a telephone.

28. The system of claim 26 wherein the message is initiated by the caller using a telephone.

29. The system of claim 28 wherein the message is initiated when the caller presses one or more predetermined keys on the telephone.

30. The system of claim 26 wherein the second connection includes an SS7 signaling connection.

31. The system of claim 30 wherein the message includes an SS7 signaling message.

32. The system of claim 26 wherein the second connection includes a data connection.

33. The system of claim 26 wherein the directory assistance service provider includes at least one operator.

34. The system of claim 26 wherein the directory assistance service provider includes at least one automated voice unit.

35. A method for providing a directory assistance service comprising:

receiving, from a caller, a call in which the caller communicates a directory assistance request to a directory assistance provider;

searching for contact information in response to the directory assistance request;

based on the contact information, establishing communications between the caller and a called party;

monitoring a first information channel for a predetermined indication initiated by the caller at least after the communications between the caller and the called party are established; and

establishing a second information channel through which the caller is able to communicate with a directory assistance provider when the predetermined indication is detected, the first information channel being different from the second information channel.

36. The method of claim 35 wherein the predetermined indication is initiated from the caller'"'"'s telephone.

37. The method of claim 36 wherein the predetermined indication is initiated when the caller presses one or more predetermined keys on the caller'"'"'s telephone.

38. The method of claim 35 wherein the first information channel comprises an SS7 signaling channel.

39. The method of claim 38 wherein the predetermined indication comprises an SS7 signaling message.

40. The method of claim 35 wherein the directory assistance service provider includes at least one operator.

41. The method of claim 35 wherein the directory assistance service provider includes at least one automated voice unit.

42. A system for providing a directory assistance service comprising:

an interface for receiving, from a caller, a call in which the caller communicates a directory assistance request to a directory assistance provider;

a server for searching for contact information in response to the directory assistance request;

a mechanism for establishing communications between the caller and a called party based on the contact information; and

a processor for monitoring a first information channel for a predetermined indication initiated by the caller at least after the communications between the caller and the called party are established, a second information channel being established through which the caller is able to communicate with a directory assistance provider when the predetermined indication is detected, the first information channel being different from the second information channel.

43. The system of claim 42 wherein the predetermined indication is initiated from the caller'"'"'s telephone.

44. The system of claim 43 wherein the predetermined indication is initiated when the caller presses one or more predetermined keys on the caller'"'"'s telephone.

45. The system of claim 42 wherein the first information channel comprises an SS7 signaling channel.

46. The system of claim 45 wherein the predetermined indication comprises an SS7 signaling message.

47. The system of claim 42 wherein the directory assistance service provider includes at least one operator.

48. The system of claim 42 wherein the directory assistance service provider includes at least one automated voice unit.