Telephone interface call processing system with call selectivity

• US 5,974,120 A
• Filed: 06/07/1995
• Issued: 10/26/1999
• Est. Priority Date: 07/10/1985
• Status: Expired due to Fees

• Current Assignee: Ronald A Katz Technology Licensing LP
• Original Assignee: Ronald A Katz Technology Licensing LP
• Inventors: Katz, Ronald A.
• Primary Examiner(s): WOO, STELLA L
• Application Number:
  US08/480,185
• Time in Patent Office: 1,602 Days
• Field of Search: 379/92, 379/97, 379/142, 379/95, 379/207, 379/225, 379/127, 379/201, 379/211, 379/266, 379/265, 379/91, 379/93.13, 379/93.12, 379/91.01, 379/91.02, 379/92.01 , 379/92.03, 379/93.02, 379/93.14, 379/88.16, 379/88.2
• US Class Current: 379/93.13
• 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: G07C 2011/04 related to queuing systems
• 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 3/42059 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 2213/13104 : Central control, computer control
• 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 2213/13141 : Hunting for free outlet, circuit or channel
• CPC Class Codes: H04Q 2213/1316 : Service observation, testing
• CPC Class Codes: H04Q 2213/13164 : Traffic (registration, measurement,...)
• CPC Class Codes: H04Q 2213/13166 : Fault prevention
• CPC Class Codes: H04Q 2213/13167 : Redundant apparatus
• 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 2213/13342 : Arrangement of switches in the network
• CPC Class Codes: H04Q 2213/13344 : Overflow
• CPC Class Codes: H04Q 2213/13349 : Network management
• CPC Class Codes: H04Q 2213/13352 : Self-routing networks, real-time routing
• CPC Class Codes: H04Q 2213/13353 : Routing table, map memory
• 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 2213/1338 : Inter-exchange connection
• 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 3/66 : Traffic distributors
• 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

For use with a public telephone network CO incorporating a vast number of terminals Tl-Tn, a system CS limits and controls interface access to implement voice-digital communication for statistical processing. The system CS accommodates calls in different modes; e.g. "800", "900" or area code and incorporates qualifying apparatus to restrict against caller misuse. Alternative calling modes are used to reach an interface facility that also affords some control based on calling terminal identification, e.g. as by ANI equipment.

Claims

1. A telephone interface system for individually interfacing callers at a multitude of remote terminals for voice-digital communication through a telephone communication facility in accordance with an interface format, and involving digital signals including dialed number identification signals and calling number identification data provided automatically by said telephone communication facility, said system comprising:

communication means for receiving said dialed number identification signals to select said interface format from a plurality of formats and establishing telephone communication with currently active callers at certain of said multitude of remote terminals through said telephone communication facility;

means for receiving said calling number identification data for said callers and comparing against a database of stored calling number identification data;

means for providing identification signals to said communication means indicative of said currently active callers;

memory means for storing caller cues and use indications for said caller cues in relation to said callers as identified by said identification signals and answer data provided by said callers in response to said caller cues;

cue means for receiving said caller cues to provide voice signals through said communication means to prompt said answer data from said currently active of said callers in the form of digital data signals;

means for selecting a current caller cue from said memory means for one of said currently active callers for application to said cue means under control of said identification signals in order to prevent duplicate provision of a caller cue to a particular caller under control of said identification signals; and

means for processing at least certain of said answer data provided by said callers.

2. A telephone call processing system for receiving calls from a multitude of terminals in different call modes including a "900" caller-charge call mode and at least an "800" toll free call mode for processing to an interface format and involving digital signals including digital signals indicative of DNIS, said system comprising:

first response unit for receiving calls in said "900" caller-charge call mode under control of DNIS for processing to common operations of said interface format;

second response unit for receiving calls in said "800" toll free call mode under control of DNIS for processing to common operations of said interface format;

voice generator means for providing different automated greetings under control of DNIS to callers calling in said "900" caller-charge call mode and callers calling in said "800" toll free call mode and prompting said callers calling in at least said "800" call mode to enter data; and

processing means for processing at least certain of said data entered by said callers.

3. A telephone call processing system according to claim 2, further comprising:

qualification means for testing for approval at least certain of the data entered by the callers calling in said "800" toll free call mode.

4. A telephone call processing system according to claim 3, wherein said at least certain of the data entered by the callers is further tested against a record of previous use.

5. A telephone call processing system according to claim 3, wherein said qualification means further implements a test with respect to a limit on a period of time.

6. A telephone call processing system according to claim 5, wherein said at least certain data entered by the callers is further tested against a record of previous use.

7. A telephone call processing system according to claim 2, wherein said processing means processes at least certain of said data entered by said callers to isolate a subset of callers.

8. A telephone call processing system according to claim 7, wherein said processing means processes on-line at least certain of said data entered by said callers to isolate a subset of callers.

9. A telephone call processing system according to claim 2, wherein said interface format is an information service format.

10. A telephone call processing system according to claim 2, wherein said first response unit and said second response unit are incorporated within a single composite unit.

11. A telephone interface system for individually interfacing callers at a multitude of remote terminals for voice-digital communication through a telephone communication facility in accordance with an interface format, and involving digital signals including dialed number identification signals provided automatically by said telephone control of said identification signals;

and

means for processing at least certain of said answer data provided by said callers.

12. A telephone interface system according to claim 11, wherein said comparing means receives data entered by the callers as at least a part of said identification signals and tests the data entered by the callers for approval.

13. A telephone interface system according to claim 12, wherein said comparing means further implements a test based upon a limited period of time.

14. A telephone interface system according to claim 12, wherein said comparing means further tests the data entered by the callers against a record of previous use.

15. A telephone interface system according to claim 11, wherein said interface format is an information service format.

16. A telephone interface system according to claim 11, wherein said means for processing processes at least certain of said answer data provided by said callers to isolate a subset of callers.

17. A telephone interface system according to claim 16, wherein said means for processing processes on-line at least certain of said answer data to isolate a subset of callers.

18. A telephone interface system for individually interfacing callers at a multitude of remote terminals for voice-digital communication through a telephone communication facility, said system comprising:

communication means for establishing telephone communication between callers at certain of said multitude of remote terminals and a select data format selected from a plurality of data formats through said telephone communication facility based on digital signals (DNIS) automatically provided by said telephone communication facility to access said select data format;

said select format in one form thereof preventing duplication of caller cues;

means for providing identification signals to said communication means indicative of currently active of said callers;

memory means for storing one or more caller cues and use indications for said caller cues in relation to said currently active of said callers as identified by said identification signals;

cue means for receiving said caller cues to provide responses from said currently active callers in the form of digital data signals; and

means for selecting a caller cue from said memory means for said currently active caller for application to said cue means under control of said identification signals and said use indications stored in said memory means for said currently active caller whereby to limit and control caller cues provided to individual callers based upon cues previously provided to and identified with said individual callers.

19. A telephone call processing system for receiving calls through a telephonic communication facility from a multitude of terminals in a toll free call mode such as an "1800" call mode for processing data in accordance with an operating process format and involving digital signals including DNIS signals, said system comprising:

receiving structure for receiving calls in different call modes wherein digital signals indicative of dialed numbers identify at least two of a plurality of toll free called numbers and a plurality of caller charge called numbers;

voice generator coupled to said receiving structure for prompting callers whereby callers enter data in response to voice prompts;

connection structure for connecting substantially all of said callers calling at least two of said plurality of toll free called numbers and said caller charge called numbers to a common phase of an interface format; and

audio control unit coupled to said communication means for providing distinct automated greetings to callers calling at least two of said plurality of toll free called numbers and said caller charge called numbers under control of said digital signals including DNIS signals prior to connection to said common phase of said interface format.

20. A telephone call processing system according to claim 19, further comprising:

means for processing data entered by said callers to isolate a subset of callers.

21. A telephone call processing system according to claim 19, further comprising:

memory for storing certain data provided by said callers.

22. A telephone call processing system according to claim 19, wherein said receiving structure receives select digits of caller telephone numbers automatically provided by digital signals from said telephonic communication facility.

23. A telephone call processing system according to claim 22, further comprising:

memory for storing said select digits of caller telephone numbers.

24. A telephone call processing system according to claim 19, wherein said interface format is one of a plurality of formats selected under control of said DNIS signals.

25. A telephone call processing system according to claim 19, further comprising, qualification structure for testing caller identification data entered during calls calling at least two of said plurality of toll free called numbers.

26. A telephone call processing system according to claim 25, wherein said qualification structure further implements a test based on a limited period of time.

27. A telephone call processing system according to claim 25, wherein said qualification structure further tests the caller identification data against a record of previous use.

28. A telephone call processing system for receiving calls through a telephonic communication facility from a multitude of terminals in a toll free call mode for processing data in accordance with an operating process format and involving digital signals including called number identification signals (DNIS) automatically provided by said telephonic communication facility, said system comprising:

first response unit means for receiving calls in said toll free call mode wherein said called number identification signals (DNIS) indicative of at least one of a plurality of distinct called numbers identifies said operating process format;

voice generator means for prompting callers to enter data in response to voice prompts wherein said data entered by said callers is used to update data for said callers in a database relating to said callers;

qualification means for qualifying at least said calls utilizing said one of said plurality of distinct called numbers in said toll free call mode received by said first response unit to provide qualified calls based upon a test of caller entered identification data including caller pin-number data based upon limited use;

second response unit means for receiving calls in said toll free call mode wherein called number identification signals (DNIS) indicative of one other of said plurality of distinct called numbers identifies said operating process format;

means for concurrently processing calls received by said first response unit means and said calls received by said second response unit for concurrent processing of data in accordance with common operations of said operating process format.

29. A telephone call processing system according to claim 28, further comprising:

audio control unit for providing an automated greeting under the control of said called number identification signals (DNIS) to callers calling at least one of said distinct called numbers whereby said automated greeting is specific to said one of said plurality of distinct numbers; and

a third response unit means for receiving calls in an area code call mode, said calls received by said third response unit means concurrently processed with said calls received by said first and second response unit means in accordance with said common operations of said select operating process format.

30. A telephone call processing system according to claim 29, wherein said select operating process format is one selected from a plurality of distinct operating process formats.

31. A telephone call processing system according to claim 28, wherein said select interface format is one selected from a plurality of distinct operating process formats.

32. A telephone call processing system according to claim 28, wherein said means for concurrently processing processes data provided by callers to update a databank relating to said callers.

33. A telephone call processing system according to claim 28, wherein said means for concurrently processing comprises multiple comparative processing operations to isolate a subset of callers.

34. A telephone call processing system according to claim 28, wherein at least select digits of caller telephone numbers are automatically provided by digital signals from the telephonic communication facility.

35. A telephone call processing system according to claim 28 wherein said first response unit means and said second response unit means are incorporated within a single composite unit.

36. A telephone call processing system for receiving calls from a multitude of terminals for processing to an interface format and involving digital signals including digital signals associated with said terminals as for identification or data, said system comprising:

cue means for prompting responses to questions, from said terminals in the form of digital signals as data;

question selection means for selecting individual questions from a plurality of questions for actuating said cue means, said selection means including a random selection means to select said individual questions;

test means for testing individual questions as correct or incorrect;

processing means to process responses to said individual questions to isolate a subset of callers; and

memory means for storing data and control means for restricting the extent of access to said system based on at least one of caller provided data or calling terminal data automatically provided by said telephonic communication facility.

37. A telephone call processing system for receiving calls through a telephonic communication facility from a multitude of terminals in a pay to dial call mode for processing data in accordance with any of a plurality of operating process formats and involving digital signals including DNIS, said system comprising:

first response unit means for receiving calls in said pay to dial call mode wherein digital signals indicative of at least one of a plurality of distinct called numbers (DNIS) identify one of said plurality of operating process formats;

voice generator means for prompting callers whereby said callers enter data in response to voice prompts;

qualification means for qualifying at least said calls utilizing said one of said plurality of distinct called numbers (DNIS) in said toll free call mode received by said first response unit to provide qualified calls;

second response unit means for receiving calls in said pay to dial call mode wherein digital signals indicative of one other of said plurality of distinct called numbers (DNIS) identify another of said plurality of operating process formats;

means for processing calls received by said first response unit means and said calls received by said second response unit for concurrent processing of data in accordance with certain common processing operations of said one and said another of said operating process formats.

38. A telephone call processing system according to claim 37, further comprising:

audio control unit for providing an automated greeting under the control of said DNIS to callers calling at least one of said distinct called numbers whereby said automated greeting is specific to said pay to dial mode.

39. A telephone call processing system according to claim 37, wherein said voice generator means prompts responses to at least one question in the form of interactively entered data provided by said callers calling at least one of said distinct called numbers;

and said system further comprises;

means for storing said interactively entered data.

40. A telephone call processing system according to claim 37, further comprising:

means for providing identification signals to said qualification means indicative of currently active of said callers;

memory means for storing one or more caller cues and use indications for said caller cues in relation to said currently active of said callers as identified by said identification signals;

cue means for receiving said caller cues to provide responses from said currently active callers in the form of digital data signals; and

means for selecting a caller cue from said memory means for said currently active caller for application to said cue means under control of said identification signals and said use indications stored in said memory means for said currently active caller whereby to limit and control caller cues provided to individual callers based upon cues previously provided to and identified with said individual callers.

41. A telephone call processing system according to claim 37, wherein said means for processing calls processes caller entered data to isolate a subset of said callers.

42. A telephone call processing system according to claim 37, wherein said means for processing calls utilizes multiple comparative processing operations to isolate said subset of callers.

43. A telephone call processing system according to claim 37, wherein said one of said plurality of operating processing formats is a form of an information service format.

44. A telephone call processing system according to claim 37, wherein said means for processing calls isolates a subset of callers based upon data entered by said callers responsive to prompting by said voice generator means and wherein said means for processing calls further isolates a sub-subset of callers also responsive to further data entered by said callers responsive to further prompting by said voice generator means.

45. A telephone call processing system according to claim 37, wherein qualification by said qualification means of said calls includes qualification of caller provided identification data.

46. A telephone call processing system according to claim 37, wherein said pay to dial call mode is a "900" call mode.

47. A telephone call processing system according to claim 37, further comprising:

audio control unit for providing a preliminary automated greeting under the control of said DNIS to callers calling at least one of said distinct called numbers whereby said preliminary automated greeting is specific to said one of said plurality of distinct numbers and prior to execution of common operations of said one operating process format.

48. A telephone call processing system according to claim 37, wherein said system further receives calls with respect to another operating process format accessed in a toll free mode under control of said DNIS.

49. A telephone call processing system according to claim 48, wherein said toll free mode is an 800 number.

50. A telephone call processing system according to claim 49, wherein said callers to said toll free number provide qualification data.

51. A telephone call processing system according to claim 49, wherein said qualification number is tested for a use limit.

52. A telephone call processing system according to claim 37, wherein qualification means tests data entered by the callers for approval.

53. A telephone call processing system according to claim 52, wherein the qualification means further tests the data entered by the callers against a record of previous use.

54. A telephone call processing system according to claim 52, wherein the qualification means further implements a test with respect to a limited period of time.

55. A telephone call processing system according to claim 37, wherein said first response unit means and said second response unit means are incorporated within a single composite unit.

56. A process for interfacing, through a telephone-communication facility, (1) callers who are at a multitude of remote terminals for voice-digital communication with (2) a system for prompting the callers with caller cues, said process comprising the steps of:

establishing telephone communications between the callers and the system. the system having a receiving unit for receiving digital signals including dialed-number identification signals provided automatically from the telephone-communication facility;

utilizing the dialed-number identification signals to identify one from a plurality of numbers dialed by the callers;

also receiving at the receiving unit identification signals relating to the callers;

testing said identification signals relating to the callers to determine whether to qualify the callers for access to at least a portion of operations of the system;

utilizing, for qualified callers, the identification signals relating to the callers, to avoid prompting certain callers with a certain previously provided cue or cues; and

providing to the qualified callers at least one other caller cue.

57. A process according to claim 56, wherein the identification signals relating to the callers comprise a number entered by each of the callers to determine if that caller is eligible to participate.

58. A process according to claim 56, wherein the process further implements a test with respect to a limit on a period of time.

59. A process according to claim 56, wherein during the testing step, the number entered by the caller is further tested to determine if it has exceeded a limit on extent of access, during a limited period to time.

60. A process according to claim 56, wherein during the testing step, the process further tests the identification signals against a record of previous use.

61. A process according to claim 56, wherein the identification signals relating to the callers are calling number identification signals automatically provided by the telephone-communication facility.

62. A process according to claim 56, further comprising the step of:

processing, to isolate a subset of callers, caller-response signals responsive to certain of the plurality of caller cues.

63. A process according to claim 62, wherein during the processing step, the response signals are processed on-line.

64. A process according to claim 62, wherein during the processing step, the response signals are processed off-line.

65. A process according to claim 56, wherein the dialed-number identification signals identify both "800" and "900" called numbers.

66. A process according to claim 56, further comprising the step of:

selecting from a plurality of operating process formats, utilizing the dialed-number identification signals received from the telephone-communication facility, a select format.

67. A process for interfacing, through a telephone-communication facility, (1) callers who are at a multitude of remote terminals for voice-digital communication with (2) a system for prompting the callers with caller cues, said process comprising the steps of:

receiving identification signals at a receiving unit of the system, the identification signals indicating telephone numbers of the multitude of remote terminals, the identification signals being automatically provided by the telephone-communication facility;

testing, to determine whether to qualify the callers for voice-digital communication with the system, the identification signals that indicate the telephone numbers;

utilizing, for qualified callers, the identification signals that indicate the telephone numbers to avoid prompting certain callers with a certain previously provided cue or cues; and

providing to the qualified callers at least one other caller cue.

68. A process according to claim 67, wherein during the testing step, the process further tests, against a record of previous use, the identification signals.

69. A process according to claim 67, wherein during the receiving step, the receiving unit also receives called-number identification signals that are automatically provided by the telephone-communication facility, and utilizing the called-number identification signals to identify a select format from a plurality of formats.

70. A process according to claim 69, further comprising the step of:

testing the identification signals that indicate the telephone number, to determine whether to qualify the callers to access the select format, by testing to determine whether each caller has exceeded a limit on use; and

further implementing a test based on a limit on a period of time.

71. A process according to claim 69, wherein the called-number identification signals identify both "800" and "900" called numbers.

72. A process according to claim 67, further implementing a test with respect to a limit on a period of time.

73. A process according to claim 67, further comprising the step of:

processing, to isolate a subset of callers, response signals provided by the callers in response to certain of the plurality of caller cues with which the callers are prompted.

74. A process according to claim 73, wherein during the processing step, the response signals are processed on-line.

75. A process according to claim 73, wherein during the processing step, the response signals are processed off-line.

76. A process for interfacing, through a telephone-communication facility, (1) callers who are at a multitude of remote terminals for voice-digital communication with (2) a system for prompting the callers with caller cues, said process comprising the steps of:

receiving, at a receiving unit of the system, identification signals relating to the callers that include (a) calling signals indicating telephone numbers of the multitude of remote terminals, the calling signals being automatically provided by the telephone-communication facility and (b) signals that represent data entered by the callers at the multitude of remote terminals;

testing the identification signals relating to the callers to determine whether to qualify the individual callers to use all or part of the process, by testing to determine if the calling signals indicating each of the telephone numbers indicate a valid identification number for each caller that has not exceeded a limit on use, and by further implementing a test based on a predetermined period of time;

utilizing for qualified callers, to avoid prompting certain callers with a certain previously provided cue or cues, the calling signals that indicate the telephone numbers; and

providing to the qualified callers at least one other caller cue.

77. A process according to claim 76, further comprising the step of:

also receiving called-number identification signals that are automatically provided by the telephone-communication facility; and

utilizing the called-number identification signals to select a format from a plurality of formats and connecting the callers at the multitude of remote terminals with the format.

78. A process according to claim 77, wherein the plurality of formats are accessed by both 800 and 900 calling modes, callers entering data in response to the caller cues with which they are prompted.

79. A process according to claim 76, further comprising the step of:

processing, to isolate a subset of callers, the data entered by the callers in response to caller cues.

80. A process according to claim 79, wherein during the processing step, the data entered by the callers is processed on-line.

81. A process according to claim 76, wherein the limit on use is one.