Voice-data telephonic interface control system

• US 5,359,645 A
• Filed: 05/07/1993
• Issued: 10/25/1994
• Est. Priority Date: 07/10/1985
• Status: Expired due to Fees

• Current Assignee: First Data Corporation (Fiserv Incorporated)
• Original Assignee: First Data Corporation (Fiserv Incorporated)
• Inventors: Katz, Ronald A.
• Primary Examiner(s): Kuntz, Curtis
• Assistant Examiner(s): Woo, Stella L.
• Application Number:
  US08/058,452
• Time in Patent Office: 536 Days
• Field of Search: 379/97, 379/92, 379/91, 379/93, 379/88, 379/67, 379/94, 379/95, 379/98, 379/142
• US Class Current: 379/93.12
• CPC Class Codes: A63F 2003/086 played via telephone, e.g. using a modem
• CPC Class Codes: G07C 11/00 Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere
• CPC Class Codes: G07C 15/005 with dispensing of lottery tickets
• CPC Class Codes: G07C 15/006 electronically
• CPC Class Codes: H04M 11/00 Telephonic communication systems specially adapted for combination with other electrical systems
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/2016 Call initiation by network rather than by subscriber
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/38 Graded-service arrangements, i.e. some subscribers prevented from establishing certain connections queuing arrangements H04Q3/64
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling 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 3/46 Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
• 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 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04Q 2213/13034 A/D conversion, code compression/expansion
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/1309 Apparatus individually associated with a subscriber line, line circuits
• CPC Class Codes: H04Q 2213/13091 : CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13093 : Personal computer, PC
• CPC Class Codes: H04Q 2213/13095 : PIN / Access code, authentication
• CPC Class Codes: H04Q 2213/13096 : Digital apparatus individually associated with a subscriber line, digital line circuits
• CPC Class Codes: H04Q 2213/13097 : Numbering, addressing
• CPC Class Codes: H04Q 2213/13103 : Memory
• CPC Class Codes: H04Q 2213/13106 : Microprocessor, CPU
• CPC Class Codes: H04Q 2213/13107 : Control equipment for a part of the connection, distributed control, co-processing
• CPC Class Codes: H04Q 2213/1316 : Service observation, testing
• CPC Class Codes: H04Q 2213/13173 : Busy signals
• CPC Class Codes: H04Q 2213/13175 : Graphical user interface [GUI], WWW interface, visual indication
• CPC Class Codes: H04Q 2213/13178 : Control signals
• CPC Class Codes: H04Q 2213/13204 : Protocols
• CPC Class Codes: H04Q 2213/1322 : PBX
• CPC Class Codes: H04Q 2213/13256 : Call screening
• CPC Class Codes: H04Q 2213/1328 : Call transfer, e.g. in PBX
• CPC Class Codes: H04Q 2213/1332 : Logic circuits
• CPC Class Codes: H04Q 2213/13349 : Network management
• CPC Class Codes: H04Q 2213/1337 : Operator, emergency services
• CPC Class Codes: H04Q 2213/13375 : Electronic mail
• CPC Class Codes: H04Q 2213/13376 : Information service, downloading of information, 0800/0900 services
• CPC Class Codes: H04Q 2213/13377 : Recorded announcement
• CPC Class Codes: H04Q 3/002 : Details
• CPC Class Codes: H04Q 3/54533 : Configuration data, translation, passwords, databases
• CPC Class Codes: H04Q 3/5455 : Multi-processor, parallelism, distributed systems
• CPC Class Codes: H04Q 3/54591 : Supervision, e.g. fault localisation, traffic measurements, avoiding errors, failure recovery, monitoring, statistical analysis
• CPC Class Codes: H04Q 3/665 : Circuit arrangements therefor
• CPC Class Codes: H04Q 3/72 : Finding out and indicating number of calling subscriber
• CPC Class Codes: H04Q 3/74 : Identification of subscriber calling from a party-line

Abstract

In an audio-digital telephone interface system, selective operation prompts a caller with oral instructions to provide: digital control signals, digital data signals (numeric) or audio signals. Inbound and outbound operations are involved and inbound callers are qualified as by automatic number identification (ANI) signals and consumable key operation. A data cell is loaded in accordance with an operating program and the resulting data packet is flagged depending on the presence of audio signals. Data packets are returned to storage, as for subsequent addressing to call up, as to process ore,cue a caller. The illustrative format receives and organizes order data for goods or services or to isolate a subset or a sub-subset of callers.

Claims

1. A voice-data control system for use with a communication facility including remote terminals for individual callers, wherein said remote terminals may comprise a conventional telephone instrument including voice communication means for providing audio response signals and digital input means for providing digital response signals, said control system comprising:

cue means for cueing select ones of said terminals to prompt selective actuation of said voice communication means and said digital input means to provide responsive signals;

status means to selectively identify response signals from each select terminal as digital control signals, digital data signals or audio signals;

memory means for storing caller data relating to said individual callers;

consumable key test means for qualifying individual callers with respect to limited use;

means for addressing said caller data relating to said individual callers from said memory means in response to digital signals from said digital input means indicative of said individual callers'"'"' telephone numbers;

means for storing digital data signals from said digital input means as additional data relating to said individual callers;

control means for actuating said cue means and said status means to cue and identify audio signals, operation of said control means being conditioned on the failure of said means for addressing, to provide signals representative of said caller data from said memory means; and

means for storing said audio signals representative of said caller data in said memory means responsive to cueing by said cue means.

2. A voice-data control system according to claim 1, further comprising:

an interface processor including means to isolate a subset of said individual callers.

3. A voice-data control system according to claim 1, wherein said communication facility provides automatic number identification (ANI) signals and said status means selectively identifies said automatic number identification signals as digital control signals or digital data signals.

4. A voice-data control system according to claim 1, wherein each of said individual callers is limited to a one time use only.

5. A voice-data control system for use with a communication facility including remote terminals for individual callers, wherein said remote terminals may comprise a conventional telephone instrument including voice communication means for providing audio response signals and digital input means for providing digital response signals, said control system comprising:

cue means for cueing select ones of said terminals to prompt selective actuation of said voice communication means and said digital input means to provide responsive signals;

consumable key test means for qualifying individual callers with respect to limited use;

status means to selectively identify responsive signals from each select terminal as digital control signals, digital data signals or audio signals;

control means implementing a stored program to control said cue means and said status means in accordance with said program and said digital control signals to prompt responsive signals from each select terminal in accordance with said status means, said program implementing an order operation; and

means for selectively storing responsive signals from said select terminals including digital data signals and audio signals as selectively identified by said status means.

6. A voice-data control system according to claim 5, wherein each of said individual callers is limited to a one time use only.

7. A voice-data control system according to claim 5, wherein said communication facility provides automatic number identification (ANI) signals and said status means selectively identifies said automatic number identification signals as digital control signals or digital data signals.

8. A voice-data control system according to claim 7, wherein said individual callers are identified by said automatic number identification (ANI) signals.

9. A voice-data control system according to claim 5, wherein said cue means comprises a plurality of audio response units.

10. A voice-data control system according to claim 5, wherein certain select ones of said individual callers are transferred to operator attended stations.

11. A voice-data control system according to claim 10, wherein an operator may access data also accessible by said audio response units responsive to said individual callers utilizing touch tone pads.

12. A voice-data control system according to claim 5 wherein said voice-data control system recognizes a first time caller.

13. A voice-data control system for use with a communication facility including remote terminals for individual callers, wherein said remote terminals may comprise a conventional telephone instrument including voice communication means for providing audio response signals and digital input means for providing digital response signals, said control system comprising:

cue means for cueing select ones of said terminals to prompt selective operation of said voice communication means and said digital input means at said terminals to provide responsive signals;

status means to selectively indicate responsive signals from each select terminal as digital control signals, digital data signals or audio signals;

memory means for storing individual caller data where such storage occurs as a result of a call;

means for retrieving individual caller data from said memory means in response to control signals from said digital input means;

control means for actuating said cue means and said status means to cue and identify responsive signals in relation to the operation selectively prompted by said cue means; and

means for storing audio signals for reproducing audio caller voice data, provision of audio caller voice data responsive to cueing by said cue means under control of said status means.

22. A voice-data control system according to claim 13, wherein at least certain of said audio signals are encoded in a digital format and said digital format is stored in said memory means.

14. A voice-data control system for use with a communication facility including remote terminals for individual callers, wherein said remote terminals may comprise a conventional telephone instrument including voice communication means for providing audio response signals and digital input means for providing digital response signals, said control system comprising:

cue means for cueing select ones of said terminals to prompt selective actuation of said voice communication means and said digital input means to provide responsive signals;

status means to selectively identify response signals from each select terminal as digital control signals, digital data signals or audio signals;

memory means for storing caller data relating to said individual callers;

consumable key test means for qualifying individual callers with respect to limited use;

means for addressing said caller data relating to said individual callers from said memory means in response to digital signals from said digital input means indicative of said individual callers'"'"' account designation numbers;

means for updating said memory means in response to said digital signals;

control means for actuating said cue means and said status means to cue and identify audio signals, operation of said control means being conditioned on the failure of said means for addressing, to provide signals representative of said caller data from said memory means; and

means for storing said audio signals representative of said caller data in said memory means responsive to cueing by said cue means.

15. A voice-data control system according to claim. 14, wherein each of said individual callers is limited to a one time use only.

16. A voice-data control system according to claim 14, wherein said communication facility provides automatic number identification (ANI) signals and said status means selectively identifies said automatic number identification signals as digital control signals or digital data signals.

17. A voice-data control system according to claim 14, wherein said individual callers are identified by said automatic number identification (ANI) signals.

18. A voice-data control system according to claim 14, wherein said cue means comprises a plurality of audio response units.

19. A voice-data control system according to claim 14, wherein said select ones of said individual callers are transferred to operator attended stations.

20. A voice-data control system according to claim 19, wherein an operator may access data also accessible by said audio response units responsive to said individual callers utilizing touch tone pads.

21. A voice-data control system according to claim 14, wherein said voice-data control system recognizes a first time caller.