Method and system for directory assistance services

• US 7,110,520 B1
• Filed: 06/07/1999
• Issued: 09/19/2006
• 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: Cox, Patrick M., Kepler, Michael A., Filliger, Paul W., Timmons, Timothy A., Powell, Adrian P.
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US09/327,408
• Time in Patent Office: 2,661 Days
• Field of Search: 379/265.02, 379/207.15, 379/88.01, 379/67.1, 379/112.02, 379/88.14, 379/93.23, 379/88.15, 379/213.01, 379/88.23, 379/212.01, 379/93.27, 379/354, 370/352, 455/445
• US Class Current: 379/213.01
• 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 speech recognition per se G10L15/00
• 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 3/42102 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 4/00 : Services specially adapted for wireless communication networks; Facilities therefor
• CPC Class Codes: H04W 4/16 : Communication-related supplementary services, e.g. call-transfer or call-hold

Abstract

A mobile telephone, or personal communication services 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 known 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., providing further directory assistance). If a busy signal or non-answering party is detected, a customer is given a plurality of options including leaving a recorded message or page, or a predetermined alphanumeric message or page for the called party. In this case, the system automatically tries, repeatedly, to deliver the recorded message or page and, optionally, confirms successful or failed message delivery to the calling party.

Claims

1. A method of providing directory assistance to a caller comprising:

searching by a directory assistance provider for a destination telephone number associated with a desired party;

initiating a telephone call between the caller and the desired party based on the destination telephone number;

determining if a predefined condition relating to the status of the telephone call occurs;

if the predefined condition occurs, obtaining an identifier of a messaging device associated with the desired party for contacting the desired party, the identifier being different from the destination telephone number;

sending a message to the messaging device associated with the desired party based on the identifier; and

allowing the caller to obtain the identifier of the messaging device from a directory assistance provider.

2. The method of claim 1, wherein the message comprises a voice message.

3. The method of claim 1, wherein the message comprises a text message.

4. The method of claim 3, wherein the text message comprises a custom text message.

5. The method of claim 4, wherein the custom text message is dictated by the caller to a directory assistance provider.

6. The method of claim 1, wherein the message comprises a page.

7. The method of claim 1, wherein the predefined condition comprises a non-answering desired party condition.

8. The method of claim 7, wherein the non-answering desired party condition comprises a busy signal.

9. The method of claim 7, wherein the non-answemmg desired party condition comprises a ring-no-answer condition.

10. The method of claim 7, wherein an option to have the message sent is offered to the caller after an occurrence of the non-answering desired party condition.

11. The method of claim 1, wherein the message is sent to the desired party after an occurrence of the predefined condition when it is determined that the desired party has the messaging device capable of accepting the message.

12. The method of claim 1, wherein the predefined condition comprises call termination.

13. The method of claim 1, wherein the messaging device comprises a pager.

14. The method of claim 1, wherein the messaging device comprises a personal communications service (PCS) device.

15. A method of providing directory assistance services, comprising:

receiving a call from a caller, the call including a request for directory assistance;

in response to the request, locating contact information associated with a desired party;

establishing a communication between the caller and the desired party based on the contact information;

determining whether the caller has a device capable of receiving a message based on data associated with the caller stored in a database; and

sending a message containing at least part of the contact information to the device when it is determined that the caller has the device capable of receiving a message.

16. The method of claim 15, wherein the call originates from a telephonic apparatus having a telephone number associated with the caller.

17. The method of claim 16, wherein the device'"'"'s capability of receiving a message is identified based on the telephone number.

18. The method of claim 16, wherein the telephonic apparatus comprises the device.

19. The method of claim 15, wherein the message comprises a text message.

20. The method of claim 15, wherein the contact information comprises a telephone number associated with the desired party.

21. The method of claim 15, wherein the contact information comprises a name of the desired party.

22. The method of claim 15, wherein the communication comprises a telephone call.

23. The method of claim 15, wherein the message comprises a page.

24. The method of claim 15, wherein the device comprises a pager.

25. The method of claim 15, wherein the device comprises a PCS device.

26. The method of claim 15, wherein the device comprises a wireless telephone.

27. A method of providing directory assistance services by a directory assistance provider, comprising:

receiving a call from a caller, the call including a request for directory assistance;

in response to the request, locating contact information associated with a desired party;

establishing a call between the caller and the desired party based on the contact information; and

upon completion of said call, (a) allowing the caller to return to a directory assistance provider by issuing a command, and (b) allowing the caller to receive an alphanumeric message comprising said contact information when it is determined that the caller has a device for receiving the alphanumeric message based on data associated with the caller stored in a database.

28. The method of claim 27, wherein said command comprises a DTMF tone.

29. The method of claim 28, wherein said alphanumeric message comprises a telephone number of said desired party.

30. The method of claim 29, wherein said alphanumeric message comprises a name of said desired party.

31. The method of claim 30, wherein said alphanumeric message is sent to the caller automatically upon completion of said call.

32. A method of providing directory assistance services by a directory assistance provider, comprising:

receiving a call from a caller, the call including a request for directory assistance;

in response to the request, locating contact information associated with a desired party;

establishing a call between the caller and the desired party based on the contact information; and

upon completion of said call, (a) automatically returning the caller to a directory assistance provider, and (b) allowing the caller to receive an alphanumeric message comprising said contact information when it is determined that the caller has a device for receiving the alphanumeric message based on data associated with the caller stored in a database.

33. The method of claim 32, wherein said alphanumeric message comprises a telephone number of said desired party.

34. The method of claim 33, wherein said alphanumeric message comprises a name of said desired party.

35. A method of providing directory assistance services, comprising:

receiving a call from a caller, the call including a request for directory assistance;

in response to the request, locating contact information associated with a desired party;

attempting to establish a communication between the caller and the desired party based on the contact information;

automatically determining if a predefined condition relating to the status of the telephone call occurs; and

if the predefined condition occurs, (a) playing a menu of options to the caller, and (b) providing said contact information to the caller.

36. The method of claim 35, wherein the providing said contact information to the caller comprises sending an alphanumeric message to the caller comprising said contact information.

37. The method of claim 36, wherein said predefined condition comprises a call termination condition.

38. The method of claim 37, wherein said alphanumeric message is sent to the caller automatically in response to detection of said call termination condition.

39. The method of claim 35, wherein said predefined condition comprises a busy signal.

40. The method of claim 39, wherein said menu comprises an option to receive said contact information and said providing said contact information to the caller is done upon caller selection of said option to receive said contact information.

41. The method of claim 40, wherein said menu comprises a multi-level menu.

42. The method of claim 41, wherein said contact information is audibly provided to said caller.

43. The method of claim 39, wherein said menu comprises an option to send an alphanumeric message.

44. The method of claim 43, wherein said option to send an alphanumeric message comprises an option to send an alphanumeric message to the desired party.