Guest services management service

• US 7,542,560 B2
• Filed: 12/22/2003
• Issued: 06/02/2009
• Est. Priority Date: 12/22/2003
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Lozinski, Zygmunt A., Creamer, Thomas E., Moore, Victor S., Katz, Neil
• Primary Examiner(s): Al Aubaidi; Rasha S
• Application Number:
  US10/744,249
• Publication Number:
  US 20050135590A1
• Time in Patent Office: 1,989 Days
• Field of Search: 379/265.09, 379/91.01, 379/265.01, 379/265.02, 379/265.13
• US Class Current: 379/265.01
• CPC Class Codes: H04M 3/42153 by subscriber

Abstract

A method, system and apparatus for managing guest services to a telephone subscriber using identifying information provided through the PSTN to a guest services management center. In accordance with the present invention, a guest services management method can include prompting a guest through an established telephone call to manage at least one guest service without first prompting the guest for identifying information. The method further can include managing the guest service without accessing guest information derived through the established telephone call.

Claims

1. A guest services management method comprising the steps of:

prompting a guest through an established telephone call over a public switched telephone network (PSTN) to manage at least one guest service without first prompting said guest for identifying information;

identifying the guest from within the PSTN but outside of the telephone call over the PSTN;

receiving identifying information for the guest from over a data communications network outside of the PSTN and the telephone call; and

,

managing said at least one guest service using the identifying information for the guest without accessing guest information derived through said established telephone call.

2. The method of claim 1, wherein said prompting step comprises the step of prompting a guest through an established telephone call to extend an existing guest service without first prompting said guest for identifying information.

3. The method of claim 1, wherein said managing step comprises the step of extending an existing guest service without accessing guest information derived through said phone call.

4. The method of claim 1, further comprising the step of transferring said phone call to a customer service representative responsive to a request for live help by said guest.

5. A guest services management system comprising:

a guest services management system configured to manage guest services based upon identifying information for guests associated with said guest services;

a plurality of guests calling said guest services management system over a public switched telephone network (PSTN) to manage respective guest services; and

,

logic disposed within said PSTN, coupled to said guest services management system over a data communications network, and configured to obtain said identifying information in said PSTN and to provide said obtained identifying information to said guest services management system through said data communications network to said guest management system outside of telephone calls placed by the guests to the guest services management system.

6. A machine readable storage having stored thereon a computer program for guest services management, the computer program comprising a routine set of instructions which when executed by a machine cause the machine to perform the steps of:

prompting a guest through an established telephone call over a public switched telephone network (PSTN) to manage at least one guest service without first prompting said guest for identifying information;

identifying the guest from within the PSTN but outside of the telephone call over the PSTN;

receiving identifying information for the guest from over a data communications network outside of the PSTN and the telephone call; and

,

managing said at least one guest service using the identifying information for the guest without accessing guest information derived through said established telephone call.

7. The machine readable storage of claim 6, wherein said prompting step comprises the step of prompting a guest through an established telephone call to extend an existing guest service without first prompting said guest for identifying information.

8. The machine readable storage of claim 6, wherein said managing step comprises the step of extending an existing guest service without accessing guest information derived through said phone call.

9. The machine readable storage of claim 6, further comprising the step of transferring said phone call to a customer service representative responsive to a request for live help by said guest.