Method and apparatus for voice-over IP services triggered by off-hook event

• US 7,343,005 B2
• Filed: 05/29/2002
• Issued: 03/11/2008
• Est. Priority Date: 05/29/2002
• Status: Active Grant

• Current Assignee: Time Warner Cable Enterprises LLC (Charter Communications Incorporated)
• Original Assignee: Time Warner Cable Inc. (Charter Communications Incorporated)
• Inventors: Higgins, Richard
• Primary Examiner(s): Tsang; Fan
• Assistant Examiner(s): SING, SIMON P
• Application Number:
  US10/157,655
• Publication Number:
  US 20030223403A1
• Time in Patent Office: 2,113 Days
• Field of Search: 379/88.03, 379/88.17, 379/114.13
• US Class Current: 379/93.12
• CPC Class Codes: H04M 2203/1058 Shopping and product ordering
• CPC Class Codes: H04M 3/42204 Arrangements at the exchange for service or number selection by voice at the terminal H04M1/27
• CPC Class Codes: H04M 3/44 Additional connecting arrangements for providing access to frequently-wanted subscribers, e.g. abbreviated dialling at the subscriber's set H04M1/27; automatic redialling H04M3/424
• CPC Class Codes: H04M 3/4878 Advertisement messages
• 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 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04M 7/0069 comprising a residential gateway, e.g. those which provide an adapter for POTS or ISDN terminals

Abstract

The present invention is drawn to a method and apparatus for taking advantage of the always-on nature of a broadband VoIP network connection to provide enhanced services triggered by the off-hook event, bypassing a dial tone. In use, a caller triggers a network based greeting upon the off-hook event of picking up the phone. The greeting can be used for unique branding purposes by speaking a greeting to the caller. After the greeting, the caller can be immediately connected to an array of network-based services. A voice recognition system is employed to permit the caller to use voice dialing. A network interactive voice response unit (VRU) is used with the voice recognition system to allow the user to access services from a menu. The VRU can respond to an affirmative statement from the caller by using a table to lookup the phone number of requested services closest to the caller based on the caller'"'"'s phone number (i.e., ANI). The VRU can additionally collect purchase and/or billing information from the caller and electronically place an order with the vendor, such as via facsimile, e-mail, web form, or other electronic means. The product or service is then delivered directly to the caller with minimal or no human intervention.

Claims

1. A method of providing Voice-over IP (VoIP) services triggered by an off-hook signal, comprising:

detecting a caller off-hook signal from a device connected to a voice port of a broadband network modem;

generating a spoken greeting to the caller in response to the detection of the caller off-hook signal;

announcing the spoken greeting to the caller, wherein the announcement of the greeting occurs prior to dialing by the caller;

receiving a caller response to the spoken greeting in a voice response unit (VRU) on the broadband network;

determining at the VRU whether the caller response is indicative of a transaction request, wherein the determination that the caller response is indicative of the transaction request occurs prior to dialing by the caller and wherein the transaction request is selected from the group consisting of a request to purchase goods and a request to purchase services;

generating at the VRU a spoken marketing offer to the caller targeted to the transaction request, wherein the offer identifies a vendor;

announcing the marketing offer to the caller;

collecting financial information from the caller sufficient to complete the transaction; and

sending the financial information of the caller to the vendor upon acceptance of the marketing offer thereby completing the transaction request.

2. The method of claim 1, further comprising the VRU analyzing the caller response for a caller voice dial request and connecting the caller to a number on a PSTN in response to the caller voice dial request.

3. The method of claim 2, further comprising the VRU looking up the phone number in response to the caller voice dial request.

4. The method of claim 1, further comprising:

the VRU analyzing a caller answer to the spoken marketing offer;

the VRU generating an additional spoken marketing offer targeted to the caller answer; and

completing the transaction request upon acceptance of the additional spoken marketing offer.

5. The method of claim 1 further comprising storing the collected financial information.

6. The method of claim 5, wherein the stored collected financial information comprises payment information and delivery information.

7. The method of claim 4, wherein completing the transaction request comprises the VRU using stored caller data.

8. The method of claim 7, wherein the stored caller data comprises payment information and delivery information.

9. A system for providing Voice-over IP (VoIP) services triggered by an off-hook signal, comprising:

a broadband network connecting a broadband modem to the Internet;

a caller device connected to a voice port of the broadband modem;

a voice response unit (VRU) connected to the broadband network;

instructions on the VRU adapted to generate a spoken greeting to a caller upon detection of the off-hook signal of the caller device;

instructions of the VRU to announce the spoken greeting prior to dialing by the caller;

instructions on the VRU adapted to receive a caller response;

instructions on the VRU adapted to analyze the caller response to determine prior to dialing by the caller whether the caller response comprises a transaction request, wherein the transaction request is selected from the group consisting of a request to purchase goods and a request to purchase services;

instructions on the VRU adapted to generate a spoken marketing offer if the caller response comprises the transaction request, wherein the spoken marketing offer is targeted to the transaction request;

instructions on the VRU to announce the marketing offer; and

instructions on the VRU to collect financial information from the caller sufficient to complete the transaction; and

instructions on the VRU to send the financial information of the caller to the vendor upon acceptance of the marketing offer thereby completing the transaction request.

10. The system of claim 9, further comprising the VRU obtaining the marketing offer from a database of marketing offers.

11. The system of claim 9, wherein the VRU further comprises means to detect the off-hook signal and generate the spoken greeting.

12. The system of claim 9, wherein the VRU further comprises instructions adapted to analyze the caller response for a caller voice dial request and connect the caller to a number on a PSTN in response to the caller voice dial request.

13. The system of claim 11, wherein the VRU further comprises instructions adapted to look up the phone number in response to the caller voice dial request.

14. The system of claim 9, wherein:

the VRU comprises instructions adapted to analyze a caller answer to the spoken marketing offer;

the VRU comprises instructions adapted to generate an additional spoken marketing offer targeted to the caller answer; and

means to complete the transaction request upon acceptance of the additional spoken marketing offer.

15. The system of claim 9, wherein the means to complete the transaction request comprises a database of caller data to complete transactions.

16. The system of claim 15, wherein the database of caller data comprises payment information and delivery information.

17. The system of claim 14, wherein the means to complete the transaction request comprises a database of caller data.