Systems and methods for facilitating communications involving hearing-impaired parties

• US 7,573,985 B2
• Filed: 06/21/2005
• Issued: 08/11/2009
• Est. Priority Date: 06/21/2005
• Status: Active Grant

• Current Assignee: Rakuten Group, Inc.
• Original Assignee: Verizon Business Global LLC (Verizon Communications Inc.)
• Inventors: Logan, Mark R., Dudley, Benjamin W., Heidelbauer, Chris R., Johnson, Steven C., McClelland, William A., Haldeman, Kurt P.
• Primary Examiner(s): Woo; Stella L
• Application Number:
  US11/156,491
• Publication Number:
  US 20060285652A1
• Time in Patent Office: 1,512 Days
• Field of Search: 379/52, 379/93.15, 379/90.01, 370/352
• US Class Current: 379/52
• CPC Class Codes: H04M 3/42391 where the subscribers are hearing-impaired persons, e.g. telephone devices for the deaf
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/54 Arrangements for diverting calls for one subscriber to another predetermined subscriber based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; to voice mail H04M3/53308
• CPC Class Codes: H04M 3/56 Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15
• CPC Class Codes: H04M 7/123 where the packet-switched network is an Internet Protocol Multimedia System-type network

Abstract

A method for providing communication services for the hearing-impaired may include receiving a telephone call from a hearing-impaired party or a hearing party. The method may also include forwarding the telephone call to a communication assistant and establishing a communication link, such an Internet protocol link, that links the hearing-impaired party, the communication assistant and the hearing party.

Claims

1. A method performed by a computer system for providing communication services, the method comprising:

receiving a request from a hearing-impaired party for establishing a communication link to a hearing party;

identifying, by a processor of the computer system, a preferred communication method associated with the hearing-impaired party;

identifying, by the processor, a communication assistant capable of assisting the hearing-impaired party using the preferred communication method;

forwarding the request to the communication assistant; and

establishing, by the communication assistant, a communication link from the hearing-impaired party to the hearing party using voice over Internet protocol (VoIP).

2. The method of claim 1, further comprising:

receiving, by the communication assistant, voice input from the hearing-impaired party transmitted via VoIP.

3. The method of claim 1, where the communication link links the hearing-impaired party, the communication assistant and the hearing party in a conference call arrangement, the method further comprising:

forwarding audio from the hearing-impaired party to the hearing party over the communication link via VoIP.

4. The method of claim 1, where the request is associated with a telephone call received from the hearing-impaired party, the method further comprising:

receiving the telephone call from the hearing-impaired party; and

forwarding the telephone call to an automatic call distributor.

5. The method of claim 4, where the identifying a communication assistant comprises:

identifying, by the automatic call distributor, a first communication assistant, and forwarding the call to the first communication assistant.

6. The method of claim 1, further comprising:

storing at least one alternative method by which to communicate with the hearing-impaired party.

7. The method of claim 1, further comprising:

transmitting VoIP data from the hearing-impaired party to the hearing party via the communication link without converting the VoIP data to analog data along a path from the hearing-impaired party to the hearing party.

8. The method of claim 1, further comprising:

storing information identifying at least one method by which the hearing-impaired party wishes to communicate, and where the establishing comprises;

using the stored information when establishing the communication link.

9. A system, comprising:

a server to;

receive a request from a hearing-impaired party or a hearing party for establishing a communication link between the hearing-impaired party and the hearing party;

an automatic call distributor to;

receive the request,

access a database to identify a preferred method of communicating with the hearing-impaired party,

identify a communication assistant capable of assisting the hearing-impaired party using the preferred method, and

forward the request to the communication assistant; and

a first device associated with the communication assistant, the first device to;

establish a conference call including the hearing-impaired party, the hearing party and the communication assistant using an Internet protocol and the preferred method.

10. The system of claim 9, where the first device is further to receive audio transmitted by the hearing-impaired party via voice over Internet protocol (VoIP).

11. The system of claim 10, where the audio is transmitted via the conference call to the hearing party using VoIP.

12. The system of claim 9, further comprising:

a database to;

store a plurality of telephone numbers and methods associated with each of the plurality of telephone numbers, the methods associated with a particular phone number identifying a preferred order of methods by which a hearing-impaired party associated with the particular telephone number wishes to attempt to establish communications.

13. The system of claim 12, where a first one of the methods comprises voice over Internet protocol (VoIP).

14. The system of claim 9, wherein where when establishing the conference call, the automatic call distributor is further to:

access the database to identify a second method of communicating with the hearing-impaired party when the automatic call distributor is unable to identify a communication assistant capable of assisting the hearing-impaired party using the preferred method or when the first device is unable to establish a conference with an identified communication assistant,

identify a communication assistant capable of assisting the hearing-impaired party using the second method, and

establish the conference call using the second method.

15. A system, comprising:

means for receiving a request for establishing a link between a hearing-impaired party and a hearing party;

means for identifying a preferred communication method associated with the hearing-impaired party,

means for identifying a communication assistant capable of assisting the hearing-impaired party using the preferred communication method and capable of satisfying the request;

means for forwarding the request to the identified communication assistant; and

means for establishing the link, where the link is used to forward at least one of voice, video or text from the hearing-impaired party to the hearing party using the preferred communication method and an Internet protocol.

16. The system of claim 15, further comprising:

means for storing a plurality of telephone numbers and at least one method associated with each of the plurality of telephone numbers, the at least one method corresponding to the preferred method associated with communicating with the hearing-impaired party.

17. The system of claim 15, further comprising:

means for transmitting voice over Internet protocol (VoIP) data from the hearing-impaired party to the hearing party via the link.

18. A method performed by a computer system, the method comprising:

receiving a telephone call from a hearing-impaired party or a hearing party;

identifying, by a processor of the computer system, a preferred communication method associated with the hearing-impaired party;

identifying, by the processor, a first communication assistant capable of assisting the hearing-impaired party using the preferred communication method;

forwarding the telephone call to a communication assistant; and

establishing, using the preferred communication method, a voice over Internet protocol (VoIP) communication link linking the hearing-impaired party, the communication assistant and the hearing party.

19. The method of claim 18, further comprising:

identifying an alternative communication method associated with the hearing-impaired party when the preferred method is not used.

20. The method of claim 18, further comprising:

forwarding the telephone call to an automatic call distributor; and

identifying, by the automatic call distributor, a first communication assistant, where the forwarding the telephone call to a communication assistant comprises;

forwarding the telephone call to the first communication assistant.