ONE NUMBER, INTELLIGENT CALL PROCESSING SYSTEM

• US 20090074163A1
• Filed: 11/19/2008
• Published: 03/19/2009
• Est. Priority Date: 06/10/1996
• Status: Active Grant

• Current Assignee: NeuStar Information Services, Inc. (Neustar Incorporated)
• Original Assignee: Targus Information Corporation (Neustar Incorporated)
• Inventors: Moore, George G., Shaffer, James D.
• Granted Patent: US 8,180,041 B2
• Time in Patent Office: Days
• US Class Current: 379/142.50
• CPC Class Codes: H04M 15/06 Recording class or number of calling , i.e. A-party or called party , i.e. B-party
• CPC Class Codes: H04M 3/4228 in networks
• CPC Class Codes: H04M 3/4931 Directory assistance systems
• CPC Class Codes: H04M 7/0012 Details of application programming interfaces [API] for telephone networks; Arrangements which combine a telephonic communication equipment and a computer, i.e. computer telephony integration [CPI] arrangements
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking

Abstract

A one number, multi-application, intelligent call processing system provides service benefits to a caller, a servicing location and/or a vanity number advertiser during a call, parallel to the call and/or post call in an integrated common architecture. The system utilizes VRU technology in conjunction with the national telecommunications network connected via Computer Telephone Integration (CTI) to a virtual telephone number database containing a nationwide master list of telephone numbers with attribute data items associated by Spatial Key linkage to each telephone number. The process of the invention is initiated by a caller dialing a selected telephone number to request information and/or services. Based on the number dialed, a caller or network provided ten-digit telephone number and VRU prompted for and received caller input, the system retrieves the application requested data from the virtual telephone number database and provides it to the network.

Claims

1. In a Computer Telephone Integration (CTI) network having a call processing center, a method of call processing comprising the steps of:

capturing a first location telephone number;

indexing the captured telephone number into a master table of telephone numbers and associated linkage keys;

retrieving a first linkage key of the indexed telephone number;

indexing the first linkage key into at least one key indexed database;

retrieving, by key linkage, household data associated with the telephone number; and

communicating the retrieved household data associated with the telephone number to at least one call recipient.

2. The method defined in claim 1, additionally comprising the step of validating the captured telephone number.

3. The method defined in claim 2, wherein the step of validating the captured telephone number comprises:

comparing a NPANXX portion of the captured telephone number against an area code exchange split file; and

updating the NPANXX portion of the captured telephone number with a NEW NPANXX from the split file.

4. The method defined in claim 2, wherein the step of validating the captured telephone number comprises:

indexing a NPANXX portion of the captured telephone number against a local exchange routing guide (LERG) file; and

determining the validity of the captured telephone number using the information in the LERG file.

5. The method defined in claim 2, wherein the step of validating the captured telephone number comprises:

comparing a NPANXX portion of the captured telephone number against a V&

H coordinate file; and

determining a type of the NPANXX and a location corresponding to the NPANXX.

6. The method defined in claim 2, wherein the step of validating the captured telephone number comprises:

determining whether the telephone number includes a specified number of digits; and

determining whether selected digits of the telephone number have values present in valid telephone numbers.

7. The method defined in claim 1, wherein the linkage key comprises a United States Postal Service Delivery Point Code.

8. The method defined in claim 1, wherein the key indexed database is selected from the group consisting of a spatial database, a geographic database, a USPS address database, a household database, an individual database linked to a household database, a business locations database, a business financial database linked to a business locations database, a government locations database, a property database, a client table, and a service locations table linked to a client table.

9. The method defined in claim 1, wherein the retrieved household data comprises a caller name.

10. The method defined in claim 9, wherein the captured telephone number is associated with a calling device selected from the group consisting of a POTS telephone, a computer, a cellular phone, and a personal digital assistant.

11. The method defined in claim 9, wherein if the caller name is not available because the indexing the first linkage key of the indexed telephone number failed to retrieve household data associated with the telephone number, communicating to the at least one call recipient the type of calling device associated with the captured telephone number.

12. The method defined in claim 9, wherein if the caller name is not available because the indexing the first linkage key of the indexed telephone number failed to retrieve household data associated with the telephone number, communicating to the at least one call recipient the city and state associated with the captured telephone number.

13. The method defined in claim 9, wherein if the caller name is not available because the indexing the first linkage key of the indexed telephone number failed to retrieve household data associated with the telephone number, communicating to the at least one call recipient the telephone company name associated with the captured telephone number.

14. The method defined in claim 1, wherein the captured telephone number is associated with a calling device selected from the group consisting of a POTS telephone, a computer, a cellular phone, and a personal digital assistant.

15. The method defined in claim 14, further comprising communicating to the at least one call recipient the type of calling device associated with the captured telephone number.

16. The method defined in claim 1, further comprising communicating to the at least one call recipient the city and state associated with the captured telephone number.

17. The method defined in claim 1, further comprising communicating to the at least one call recipient the telephone company name associated with the captured telephone number.

18. In a Computer Telephone Integration (CTI) network, a method of call processing comprising the steps of:

capturing a first location telephone number during a call;

validating the captured telephone number;

indexing the validated telephone number into a master table of telephone numbers and associated spatial keys;

obtaining a caller name associated with the validated telephone number;

assigning a first spatial key for the caller name; and

connecting the call to a service location based on the first spatial key and a dialed telephone number.

19. The method defined in claim 18, additionally comprising the steps of:

indexing the first spatial key into at least one key indexed database; and

retrieving, by key linkage, information to connect the call.

20. The method defined in claim 18, additionally comprising the step of updating the master table by use of the stored validated telephone number and the first spatial key.

21. The method defined in claim 18, additionally comprising the step of displaying the validated telephone number and the dialed telephone number to the operator.

22. The method defined in claim 18, additionally comprising the step of requesting the address associated with the validated telephone number.

23. The method defined in claim 18, additionally comprising the step of standardizing the address.

24. The method defined in claim 23, additionally comprising the step of validating the standardized address.

25. The method defined in claim 18, wherein the captured telephone number is associated with a calling device selected from the group consisting of a POTS telephone, a computer, a cellular phone, and a personal digital assistant.

26. The method defined in claim 25, wherein if the caller name is not available because the indexing the validated telephone number into a master table of telephone numbers and associated spatial keys failed to obtain a caller name associated with the validated telephone number, communicating to the service location the type of calling device associated with the captured telephone number.

27. The method defined in claim 18, wherein if the caller name is not available because the indexing the validated telephone number into a master table of telephone numbers and associated spatial keys failed to obtain a caller name associated with the validated telephone number, communicating to the service location the city and state associated with the captured telephone number.

28. The method defined in claim 18, wherein if the caller name is not available because the indexing the validated telephone number into a master table of telephone numbers and associated spatial keys failed to obtain a caller name associated with the validated telephone number, communicating to the service location the telephone company name associated with the captured telephone number.

29. The method defined in claim 18, wherein the step of connecting the call comprises:

retrieving a list of service locations, each service location having an associated telephone number; and

selecting one of the service locations from the list.

30. In a Computer Telephone Integration (CTI) network, a call processing system, comprising:

a master table of telephone numbers with linkage keys;

means for capturing a first location telephone number;

means for validating the captured telephone number;

means for indexing the validated the telephone number into the master table to retrieve a linkage key of the telephone number;

means for indexing the retrieved linkage key into at least one key indexed database to retrieve, by key linkage, household data associated with the first location telephone number; and

means for communicating the retrieved household data associated with the first location telephone number to at least one recipient.

31. The system defined in claim 30, wherein the at least one recipient is selected from an answering party or device, a vanity number advertiser, a caller, or a servicing location.

32. The system defined in claim 31, wherein the means for communicating the retrieved household data provides a service to the recipient, the service comprising providing a selected servicing location telephone number to the network for automatically connecting the caller to the selected servicing location.

33. The system defined in claim 31, wherein the means for communicating the retrieved household data provides a service to the recipient, the service comprising:

determining that the caller requires operator assistance; and

providing information required by the network to connect the caller to a vanity advertiser operator.

34. The system defined in claim 30, wherein the means for communicating the retrieved household data provides a service to the recipient, the service comprising providing an informational item.

35. The system defined in claim 34, wherein the informational item is selected from the group consisting of a caller provided telephone number;

a dialed number identification service (DNIS) number;

an automatic number identification (ANI) number;

a caller ID number;

a key of a caller/network provided telephone number;

a list of one or more locations servicing the caller with a name and address of the servicing location and a distance to the location;

days and hours of operation for one or more servicing locations;

United States Postal Service (USPS) coding accuracy support system (CASS) certified address of the caller/network provided telephone number;

latitude and longitude associated with the caller/network provided telephone number;

latitude and longitude associated with the servicing location address;

driveable directions from a location of the caller/network provided telephone number to a servicing location;

driveable directions from a servicing location to a location of the caller/network provided telephone number;

a map showing the location of the caller/network provided telephone number, the servicing location and a street network between the location of the caller/network provided telephone number and the servicing location;

micro directions for the servicing location;

servicing location daily specials;

servicing location product availability, information and pricing;

servicing location special events and start times;

individual information associated with the caller/network provided telephone number;

business location information associated with the caller/network provided telephone number;

government location information associated with the caller/network provided telephone number;

business financial information associated with the caller/network provided telephone number;

geographic information associated with the caller/network provided telephone number;

property information associated with the caller/network provided telephone number;

vanity advertiser product announcements and promotions, type of calling device associated with the caller/network provided telephone number, and telephone company name associated with the caller/network provided telephone number.

36. The system defined in claim 35, wherein the captured telephone number is associated with a calling device selected from the group consisting of a POTS telephone, a computer, a cellular phone, and a personal digital assistant.

37. The system defined in claim 36, wherein the individual information associated with the caller/network provided telephone number comprises a caller name.

38. The system defined in claim 37, wherein if the caller name is not available because the means for indexing the retrieved linkage key into at least one key indexed database failed to retrieve household data associated with the telephone number, providing a service to the recipient comprising providing the type of calling device associated with the captured telephone number.

39. The system defined in claim 37, wherein if the caller name is not available because the means for indexing the retrieved linkage key into at least one key indexed database failed to retrieve household data associated with the telephone number, providing a service to the recipient comprising providing the city and state associated with the captured telephone number.

40. The system defined in claim 37, wherein if the caller name is not available because the means for indexing the retrieved linkage key into at least one key indexed database failed to retrieve household data associated with the telephone number, providing a service to the recipient comprising providing the telephone company name associated with the captured telephone number.

41. The system defined on claim 36, further comprising providing a service to the recipient comprising communicating to the at least one recipient the type of calling device associated with the captured telephone number.

42. The method defined in claim 35, further comprising providing a service to the recipient comprising communicating to the at least one recipient the city and state associated with the captured telephone number.

43. The method defined in claim 35, further comprising providing a service to the recipient comprising communicating to the at least one recipient the telephone company name associated with the captured telephone number.

44. The system defined in claim 30, wherein the means for capturing a telephone number comprises a module for receiving network provided call information.

45. The system defined in claim 44, wherein the module for receiving network provided call information captures a number selected from the group consisting of an automatic number identification (ANI) number, a caller ID number, and a dialed number identification service (DNIS) number.

46. The system defined in claim 30, wherein the linkage key is selected from the group consisting of a United States Postal Service Delivery Point Code, a 10 digit telephone number, a 15 digit census block number, an interleaved latitude and longitude coordinate pair, a V and H coordinate pair, a zip code, a United States Postal Service Delivery Point Code, and a derived coordinate pair from latitude and longitude.

47. The system defined in claim 30, wherein the key indexed database comprises a database selected from the group consisting of a spatial database, a geographic database, a United States Postal Service (USPS) address database, a household database, a individual database linked to a household database, a business locations database, a business financial database linked to a business locations database, a government locations database, a property database, a client table, and a service locations table linked to a client table.

48. In a Computer Telephone Integration (CTI) network, a method of generating a master telephone number to key database including a plurality of records, one of the records comprising a telephone number, a key, and household data related to the telephone number and the key, the method comprising the steps of:

providing a master database of telephone numbers including a plurality of records, one of the records comprising a telephone number;

utilizing a data provider verification file, said file having a plurality of records, wherein one of the records comprises a telephone number, a key, and related household data;

identifying a record from the master database of telephone numbers having a telephone number that matches a telephone number in a record of the data provider verification file;

appending a key and related household data from the data provider verification file to the matching record of the master database of telephone numbers, thereby generating an intermediate database;

providing a master database of keys, comprising a plurality of records, one of the records comprising a key;

comparing a record from the intermediate database to records of the master database of keys to identify a key match; and

appending the telephone number and the data provider related household data from the record of the intermediate database to the matching record of the master key database, wherein the resultant record does not include the telephone number and the key from the data provider verification file.

49. The method defined in claim 48, wherein the related data comprises a linkage item, said linkage item indicative of a linkage between the telephone number and the key.

50. The method defined in claim 49, wherein the linkage item comprises a connected status code.

51. The method defined in claim 49, wherein the linkage item comprises a disconnected status code.

52. The method defined in claim 49, additionally comprising the step of updating one telephone number to key linkage item in the master telephone number to key database based on a change in the data provider verification file.

53. The method defined in claim 48, wherein the key comprises a United States Postal Service Delivery Point Code.

54. The method defined in claim 48, wherein the household data comprises a caller name.