Automated operator assistance with menu options

• US 7,894,592 B2
• Filed: 04/27/2005
• Issued: 02/22/2011
• Est. Priority Date: 05/31/2002
• Status: Expired due to Fees

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Book, Nancy Ann, Gruchala, Carol Shifrin, McBlain, Thomas Joseph
• Primary Examiner(s): Al Aubaidi; Rasha S
• Application Number:
  US11/115,288
• Publication Number:
  US 20050201544A1
• Time in Patent Office: 2,127 Days
• Field of Search: 379/218.01, 379/265.01
• US Class Current: 379/218.01
• CPC Class Codes: H04M 2203/255 comprising a personalized user interface
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 2207/12 intelligent networks
• CPC Class Codes: H04M 3/42153 by subscriber
• CPC Class Codes: H04M 3/42161 via computer interface
• 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

Abstract

A subscriber implements and accesses telecommunications services, using a graphical user interface (GUI) via the Internet, and an interactive voice response (IVR) system via the public switched telecommunications network (PSTN). The subscriber can create preferences for calls placed to operator assistance.

Claims

1. A non-transitory computer readable medium storing a program of encoded computer executable instructions for configuring preferences of a user that determine processing of calls placed from a caller of a subscriber network to operator assistance, comprising:

an authenticating code segment that authenticates the user;

a first displaying code segment that displays a first input area for the user to enter a plurality of keypad numbers;

a second displaying code segment that displays a second input area for the user to enter text comprising a plurality of menu options, each menu option corresponding to a respective one of the entered keypad numbers;

a third displaying code segment that displays a third input area for the user to enter a plurality of routing numbers, each routing number corresponding to a respective one of the entered keypad numbers, at least one of the entered routing numbers comprising a directory number outside of the subscriber network and at least one of the entered routing numbers comprising an extension within the subscriber network; and

a receiving code segment that receives the plurality of keypad numbers, the text, and the plurality of routing numbers entered by the user for the processing of calls placed from the caller of the subscriber network to operator assistance,

wherein a menu associated with the plurality of keypad numbers and the text entered by the user is presented to the caller when the caller places a call to operator assistance, and

wherein a menu selection of one of the keypad numbers by the caller causes the call to be routed from operator assistance to the routing number corresponding to the selected keypad number.

2. The non-transitory computer readable medium of claim 1, further comprising a storing code segment that stores the plurality of keypad numbers, the text, and the plurality of routing numbers entered by the user, in an intelligent peripheral.

3. The non-transitory computer readable medium of claim 1, wherein the plurality of keypad numbers, the text, and the plurality of routing numbers entered by the user, are received from an Internet client.

4. The non-transitory computer readable medium of claim 1, further comprising a storing code segment that stores the plurality of keypad numbers, the text, and the plurality of routing numbers entered by the user, at a service control point.

5. The non-transitory computer readable medium of claim 1, wherein the subscriber network comprises a centrex group.

6. The non-transitory computer readable medium of claim 1, wherein the subscriber network comprises a private branch exchange (PBX).

7. The non-transitory computer readable medium of claim 1, further comprising a converting code segment that converts the text entered by the user into speech.

8. The non-transitory computer readable medium of claim 7, wherein the text converted to speech is presented to the caller in the menu.

9. The non-transitory computer readable medium of claim 1, wherein the directory number comprises a ten digit number.

10. The non-transitory computer readable medium of claim 1, wherein the at least one displaying code segment displays a fourth input area for the user to designate a language for the menu.

11. A method for configuring preferences of a user that determine processing of calls placed from a caller of a subscriber network to operator assistance, comprising:

authenticating the user;

displaying a first input area for the user to enter a plurality of keypad numbers;

displaying a second input area for the user to enter text comprising a plurality of menu options, each menu option corresponding to a respective one of the entered keypad numbers;

displaying a third input area for the user to enter a plurality of routing numbers, each routing number corresponding to a respective one of the entered keypad numbers, at least one of the entered routing numbers comprising a directory number outside of the subscriber network and at least one of the entered routing numbers comprising an extension within the subscriber network; and

receiving and storing the plurality of keypad numbers, the text, and the plurality of routing numbers entered by the user for the processing of calls placed from the caller of the subscriber network to operator assistance,

wherein a menu associated with the plurality of keypad numbers and the text entered by the user is presented to the caller when the caller places a call to operator assistance, and

wherein a menu selection of one of the keypad numbers by the caller causes the call to be routed from operator assistance to the routing number corresponding to the selected keypad number.

12. The method of claim 11, wherein the plurality of keypad numbers, the text, and the plurality of routing numbers entered by the user, are stored in an intelligent peripheral.

13. The method of claim 11, wherein the plurality of keypad numbers, the text, and the plurality of routing numbers entered by the user, are received from an Internet client.

14. The method of claim 11, wherein the plurality of keypad numbers, the text, and the plurality of routing numbers entered by the user, are stored at a service control point.

15. The method of claim 11, wherein the subscriber network comprises a centrex group.

16. The method of claim 11, wherein the subscriber network comprises a private branch exchange (PBX).

17. The method of claim 11, further comprising converting the text entered by the user into speech.

18. The method of claim 17, wherein the text converted to speech is presented to the caller in the menu.

19. The method of claim 11, wherein the at least one directory number comprises a ten digit number.

20. The method of claim 11, further comprising displaying a fourth input area for the user to designate a language for the menu.