Method and apparatus for monitoring telephonic members and providing directory assistance
First Claim
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1. A method of providing directory assistance services to a customer caller, comprising the steps:
- receiving a customer call on a first inbound channel;
eliciting a directory assistance request from the customer;
searching a database containing telephone numbers for search results including a destination telephone number that satisfies the directory assistance request;
allocating a first outbound channel for attempting to establish a connection to a destination telephone associated with the destination telephone number;
applying a call analyzer to the first outbound channel;
monitoring the first outbound channel with the call analyzer for a configurable period of time to detect a connection status condition;
detecting a connection status condition;
determining if the connection status condition indicates a telephone network failure;
if the detected connection status condition indicates a telephone network failure;
without further action by the customer, connecting the customer to a directory assistance operator; and
providing the directory assistance operator with search results from the directory assistance request.
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Accused Products
Abstract
Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help.
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Citations
12 Claims
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1. A method of providing directory assistance services to a customer caller, comprising the steps:
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receiving a customer call on a first inbound channel; eliciting a directory assistance request from the customer; searching a database containing telephone numbers for search results including a destination telephone number that satisfies the directory assistance request; allocating a first outbound channel for attempting to establish a connection to a destination telephone associated with the destination telephone number; applying a call analyzer to the first outbound channel; monitoring the first outbound channel with the call analyzer for a configurable period of time to detect a connection status condition; detecting a connection status condition; determining if the connection status condition indicates a telephone network failure; if the detected connection status condition indicates a telephone network failure; without further action by the customer, connecting the customer to a directory assistance operator; and providing the directory assistance operator with search results from the directory assistance request. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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Specification