System and method for efficient call management for directory assistance services

• US 7,672,441 B2
• Filed: 11/20/2007
• Issued: 03/02/2010
• Est. Priority Date: 10/16/2002
• Status: Active Grant

• Current Assignee: Christine Baumeister, Franklin L. Weiland II, Robert Pines
• Original Assignee: Christine Baumeister, Franklin L. Weiland II, Robert Pines
• Inventors: Weiland, Franklin L. II, Pines, Robert, Baumeister, Christine
• Primary Examiner(s): Hong; Harry S
• Application Number:
  US11/986,306
• Publication Number:
  US 20080130847A1
• Time in Patent Office: 833 Days
• Field of Search: 379/218.01, 379/218.02, 379/223, 707/1, 707/10, 715/700
• US Class Current: 379/218.01
• CPC Class Codes: H04M 15/8033 location-dependent, e.g. business or home
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 2207/20 hybrid systems
• CPC Class Codes: H04M 2215/7435 Location dependent, e.g. Bussiness or home
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/12 Marking faulty circuits "busy"; Enabling equipment to disengage itself from faulty circuits ; Using redundant circuits; Response of a circuit, apparatus or system to an error
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/436 Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; diversion H04M3/54
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 7/0036 where the data service is an information service
• CPC Class Codes: H04M 7/0045 where the text-based messaging service is an instant messaging service
• CPC Class Codes: H04M 7/0048 where the text-based messaging service is a Short Message Service
• CPC Class Codes: H04M 7/06 using auxiliary connections for control or supervision , e.g. where the auxiliary connection is a signalling system number 7 link
• 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: H04M 7/1235 : where one of the core networks is a wireless network
• CPC Class Codes: H04M 7/1295 : Details of dual tone multiple frequency signalling
• CPC Class Codes: H04Q 2213/13097 : Numbering, addressing
• CPC Class Codes: H04Q 2213/13103 : Memory
• CPC Class Codes: H04Q 2213/13141 : Hunting for free outlet, circuit or channel
• CPC Class Codes: H04Q 2213/13376 : Information service, downloading of information, 0800/0900 services

Abstract

A communication assistance system includes a first database having a plurality of listings, each listings has at least one contact name and a corresponding contact number. A means is provided for receiving communications from a user among a plurality of users desiring to access the listings. An operator terminal displays a search screen among a plurality of search screens, each of which maintain at least a partially different arrangement of content and search windows for receiving search terms to search for listings contained in the first database, where the displayed search screen is determined based on criteria contained in a search request from the user. The operator terminal is further configured to receive the communication from the user and retrieve a listing from the first database using the displayed search screen.

Claims

1. A communication assistance method, said method comprising the steps of:

accessing a first database having a plurality of listings therein, each of said listings having at least one contact name and a corresponding contact number;

receiving communications from a user among a plurality of users desiring to access said listings;

displaying a search screen among a plurality of search screens each of which maintains at least a partially different arrangement of content and search windows for receiving search terms to search for listings wherein said displayed search screen is determined based on criteria contained in a search request from said user; and

receiving said communication from said user and retrieving a listing from said first database using said displayed search screen.

2. The communication assistance method according to claim 1, further comprising the step of maintaining a field restriction window on said displayed search screen for restricting the search to a field in said first database.

3. The communication assistance method according to claim 1, wherein said displayed search screen is selected among said plurality of search screens based on a number dialed by said user to reach said communication assistance system.

4. The communication assistance method according to claim 1, wherein said displayed search screen is displayed in the language preferred by said user.

5. The communication assistance method according to claim 1, wherein said displayed search screen is selected among said plurality of search screens based on the service provider of said user.

6. The communication assistance method according to claim 5, wherein said displayed search screen for said service provider maintains an introduction message to be read to said user by the operator at said operator terminal.

7. The communication assistance method according to claim 6, wherein said introduction message is changed, such that said change is automatically updated to all of said operator terminals in said communication assistance system.

8. The communication assistance method according to claim 1, wherein said displayed search screen maintains an indication of the geographic location of said user.

9. The communication assistance method according to claim 8, wherein said geographic location of said user is provided by said user.

10. The communication assistance method according to claim 8, wherein said geographic location of said user is provided by an auto location system.

11. The communication assistance method according to claim 8, wherein said displayed search screen is configured to search for listings based on a proximity operation, wherein the listings retrieved from said first database are retrieved based on the listings closets to the geographic location of the user.

12. The communication assistance system according to claim 1, wherein said communication from said user requesting a performed electronically, is in a format selected from the group consisting of Short Messaging Service (SMS), Wireless Application Protocol (WAP), Live Chat, and Instant Messaging.

13. A communication assistance method, said method comprising the steps of:

accessing a plurality of listings, each of said listings having at least one contact name and a corresponding contact number;

receiving communications from a user among a plurality of users desiring to access said listings;

displaying a first search screen from among a plurality of search screens each of which maintains at least a partially different arrangement of content and search windows, wherein said search screen is selected from among said plurality of search screen based on a predefined criteria; and

receiving said communication from said switching device and retrieving a listing from said first database using said selected search screen.

14. A communication assistance method, said method comprising the steps of:

accessing a first database having a plurality of listings therein, each of said listings having at least one contact name and a corresponding contact number;

receiving communications from a user among a plurality of users desiring to access said listings;

displaying a search screen among a plurality of search screens each of which maintains at least a partially different arrangement of content and search windows for receiving search terms to search for listings, wherein said displayed search screen is determined based on categories of said desired listings; and

receiving said communication from said user and retrieving a listing from said first database using said displayed search screen.

15. The method as claimed in claim 14, wherein said displayed search screen, based on said category of said desired listing, is a paid advertiser for said category.

16. The method as claimed in claim 15, wherein said determination of said displayed search screen is based on an advertiser that pays to be favored over other listings.

17. The method as claimed in claim 15, wherein said advertiser pays to be favored over other listings for a particular geographic region of a caller.

18. The method as claimed in claim 17, wherein said geographic region is an area of the country.

19. The method as claimed in claim 16, wherein said advertiser pays to be favored over other listings for a particular type of listing requested by a caller.

20. The method as claimed in claim 16, wherein said advertiser pays to be favored over other listings for a particular type of listing from a particular geographic region of a caller.