US20010012773A1 - Directory assistance with automatic return to operator - Google Patents

Directory assistance with automatic return to operator Download PDF

Info

Publication number
US20010012773A1
US20010012773A1 US09/375,814 US37581499A US2001012773A1 US 20010012773 A1 US20010012773 A1 US 20010012773A1 US 37581499 A US37581499 A US 37581499A US 2001012773 A1 US2001012773 A1 US 2001012773A1
Authority
US
United States
Prior art keywords
customer
operator
directory assistance
subscriber
connection
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Abandoned
Application number
US09/375,814
Inventor
Patrick Michael Cox
Adrian Peter Powell
Paul William Filliger
Michael Anthony Kepler
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Individual
Original Assignee
Individual
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Individual filed Critical Individual
Priority to US09/375,814 priority Critical patent/US20010012773A1/en
Publication of US20010012773A1 publication Critical patent/US20010012773A1/en
Priority to US10/075,412 priority patent/US20020115431A1/en
Abandoned legal-status Critical Current

Links

Images

Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00Network arrangements or protocols for supporting network services or applications
    • H04L67/50Network services
    • H04L67/52Network services specially adapted for the location of the user terminal
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M11/00Telephonic communication systems specially adapted for combination with other electrical systems
    • H04M11/08Telephonic communication systems specially adapted for combination with other electrical systems specially adapted for optional reception of entertainment or informative matter
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/487Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/487Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4931Directory assistance systems
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/60Semi-automatic systems, i.e. in which the numerical selection of the outgoing line is under the control of an operator
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04WWIRELESS COMMUNICATION NETWORKS
    • H04W4/00Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/02Services making use of location information
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04WWIRELESS COMMUNICATION NETWORKS
    • H04W4/00Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/02Services making use of location information
    • H04W4/024Guidance services
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M15/00Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2201/00Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2201/00Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/60Medium conversion
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2207/00Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place
    • H04M2207/18Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place wireless networks
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2242/00Special services or facilities
    • H04M2242/22Automatic class or number identification arrangements
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2242/00Special services or facilities
    • H04M2242/30Determination of the location of a subscriber
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/42025Calling or Called party identification service
    • H04M3/42034Calling party identification service
    • H04M3/42059Making use of the calling party identifier
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/42025Calling or Called party identification service
    • H04M3/42085Called party identification service
    • H04M3/42102Making use of the called party identifier
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/424Arrangements for automatic redialling
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/48Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/487Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4931Directory assistance systems
    • H04M3/4933Directory assistance systems with operator assistance
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/487Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4931Directory assistance systems
    • H04M3/4935Connection initiated by DAS system
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/53Centralised arrangements for recording incoming messages, i.e. mailbox systems
    • H04M3/533Voice mail systems
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/58Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M7/00Arrangements for interconnection between switching centres
    • H04M7/12Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04QSELECTING
    • H04Q3/00Selecting arrangements
    • H04Q3/72Finding out and indicating number of calling subscriber
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04WWIRELESS COMMUNICATION NETWORKS
    • H04W4/00Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/24Accounting or billing

Definitions

  • the present invention relates to systems for providing directory assistance services, and more particularly relates to the provision of directory assistance services to cellular telephone subscribers.
  • a customer dials an operator and identifies the name and address of a party whose telephone number is desired. The operator then locates the number, using printed directories or a computer database, and provides the number to the customer. (The provision of the number is sometimes done by the live operator, but more typically is done with a computerized voice response unit that provides a synthesized voicing of the number.) After the customer's inquiry has been satisfied, the connection to the operator is terminated.
  • the present assignee in the prior art, has redressed certain of these difficulties by providing a directory assistance service that eliminates the need to make a note of the desired number, or undertake a redialing exercise. Instead, after determining the telephone number desired by the customer, rather than voicing it to the customer, the directory assistance operator goes ahead and initiates a call to the desired party, and connects the new outgoing call to the original customer. (The operator may stay on the line as a conferenced party so as to provide further assistance, or may withdraw from the connection, depending on the particular implementation.) This arrangement obviates the need for the customer to make a note of the voiced number, or to undertake a redialing exercise. However, if the initiated call is not completed (e.g. a “busy” tone is received), or if the customer desires further directory assistance, then the customer must again call the directory assistance operator for help.
  • the initiated call is not completed (e.g. a “busy” tone is received)
  • the customer must again call the directory assistance
  • the problems associated with providing directory assistance services to cellular customers are not limited to hardships on the customers; the directory assistance service and the cellular carrier also confront unique issues.
  • the cellular carrier which is typically responsible for billing of the customer
  • the toll charges (assuming toll calls are permitted; often they are not) for the connection between the customer and the desired number are simply absorbed by the directory assistance service, and recouped by billing the cellular carrier a sufficiently large flat rate charge for each directory assistance call so as to cover these costs.
  • the cellular carrier then bills the subscriber a fixed amount for each directory assistance inquiry, regardless of the toll charges of any further connection established for the customer by the directory assistance operator.
  • This arrangement has a number of disadvantages. In addition to increased cost, it also fails to provide the cellular carrier useful information about its customers' calling patterns, which may affect decisions relating to system expansion, etc.
  • a directory assistance service which alleviates many of these drawbacks of the is prior art.
  • a customer who wishes directory assistance services is connected in the conventional manner to an operator who determines the destination telephone number desired by the customer.
  • the operator then initiates a call connecting the customer to the destination telephone number.
  • this embodiment of the present invention continually monitors the connection thereby established for a predetermined DTMF signal issued by the customer, such as that obtained by pressing the “*” button. If such a signal is detected, the customer is transferred back to a directory assistance operator, who can then provide whatever further assistance is needed (e.g. redialing a busy number, or providing further directory assistance).
  • the press of a single button by the customer summons further directory assistance, rather than the redialing procedure required by the prior art.
  • the directory assistance service logs, in a billing database, information identifying the customer (i.e. the customer identification number accompanying the call from the cellular provider), the destination number to which the customer is connected, and the date, time and duration of the customer/destination number connection.
  • This log of information is periodically provided to the cellular carrier, allowing it to bill the customer for the call connected by the directory assistance operator and recoup the associated expense. This permits the flat rate charged by the directory assistance provider to be reduced correspondingly, and provides the cellular service with more detailed information about its customers' usage requirements.
  • FIG. 1 is a block diagram depicting the hardware used to implement one embodiment of the present invention.
  • FIG. 2 is a flow chart depicting the process by which directory assistance is provided to a customer in accordance with the FIG. 1 embodiment.
  • a directory assistance center 10 includes one or more T1 links 12 for connection to customer networks, a private branch exchange (PBX) 14 , and a channel bank 16 for coupling to a plurality of operator telephones 18 .
  • PBX private branch exchange
  • Each operator is further equipped with a terminal 20 that includes a video display unit and a QWERTY keyboard with associated dialing pad.
  • the operator terminals are coupled to a terminal server 22 , which in turn is connected over a data network 24 to a database server 26 .
  • the data network further connects to a PBX host computer 28 and a voice response unit (VRU) 30 .
  • VRU voice response unit
  • the T1 links 12 provide connection between the directory assistance center 10 and the cellular carrier's switching center, through which incoming directory assistance calls are received.
  • the T1 links 12 further provide connection to the network over which outgoing calls are placed (which network may be different than that used for incoming traffic).
  • the PBX 14 is conventionaly and its operation is governed by instructions stored in the PBX host computer 28 . These instructions simply implement the processes hereafter described.
  • the PBX supports digital Ti telephone circuits, while in other embodiments other PBXs can of course be used. Included in the PBX is digital signal processing circuitry which provides the requisite conference capability (described below), and dual tone multi frequency (DTMF) and multi frequency (MF) tone generation/detection capabilities.
  • DTMF dual tone multi frequency
  • MF multi frequency
  • Incoming calls received by the PBX 14 are connected to an available operator via a T1 circuit 32 that is connected through the channel bank 16 to an operator's telephone headset. If no operator is available when a call is received, the call is queued until an operator becomes available.
  • the queuing and call distribution is standard Automatic Call Distribution (ACD).
  • the terminal server 22 simply serves as an interface between serial devices, such as the operator terminals 20 , and the data network 24 , allowing the terminals to login as devices on the network.
  • the database server 26 provides operators with the means to search for a customer's desired party, and determine the appropriate telephone number.
  • the database provides the capability to search not just by name and address, but also by type of goods/services and/or geographical region. (E.g. the preferred database can answer queries soliciting the names/numbers of shops carrying model rocketry supplies in southeast Portland, Oreg., or of Chinese restaurants on a given street.) Data indexed in this fashion is usually not commercially available, so the present assignee starts with a commercially available database file (e.g. the Directory Assistance Database Source available from U.S. West), and enriches it by adding further data manually.
  • a commercially available database file e.g. the Directory Assistance Database Source available from U.S. West
  • the results of the database search presented on the operator's terminal 20 are not alphabetized prior to display, but rather are presented in the order located by the database search engine. (If desired, a deliberate randomization of order could be effected before display). Businesses at the beginning of the alphabet are thereby not unduly favored by customers using the directory assistance service.
  • the database software itself is conventional.
  • the presently preferred best mode us to use a relational database such as is available from Sybase.
  • much simpler software can alternatively be used, such as DBase 4 .
  • the voice response unit (VRU) 30 is incorporated into the system to play the constantly repeated parts of an operator's speech, namely the various greetings and signoffs (or closings). Not only does this system provide a voice-saving and monotony-relief function for the operators, it performs a ‘branding’ function (i.e. the pre-recorded messages incorporate the name of the telephone company through which the customer was routed to the directory assistance service), and it also reduces the amount of time an operator is actually connected to a customer.
  • a ‘branding’ function i.e. the pre-recorded messages incorporate the name of the telephone company through which the customer was routed to the directory assistance service
  • the VRU 30 is connected via the data link 24 to the PBX host 28 (to which it acts as a slave processor) and via one or more T1 spans to the PBX 14 itself. More than one VRU can exist in a system.
  • the PBX host 28 initiates a voice path connection between the VRU and the PBX such that the caller, or the caller and the operator, are able to hear whatever pre-recorded speech is played on that circuit by the VRU. It then instructs the VRU, via the data network, what type of message to play, passing data parameters that enable the VRU to locate the message appropriate to the call state, the service-providing telephone company, and the operator.
  • the recording density used is high enough to provide a good enough quality of message playback that most users of the system should be unaware they are listening to a recording.
  • the participating telephone company's own switching system will then reroute the call to the directory assistance service center 10 (via a T1 channel), where it appears as an incoming call.
  • ACD Automatic Call Distribution
  • the VRU 30 When a call is connected to an operator, the VRU 30 (also conferenced into the call) plays a greeting message, using a message pre-recorded by the connected operator. Both the operator and the calling customer hear the message, which incorporates the name of the service or company to which the customer is a subscriber (in other words, the call is “branded”). The message ends with a prompt, thus cuing the customer to volunteer what information they are seeking.
  • the incoming call is connected to the operator and a short “trill,” or “zip” tone is played to indicate that a caller is on the line.
  • a short “trill,” or “zip” tone is played to indicate that a caller is on the line.
  • the operator If the caller requests information concerning, for example, local theater performances, the operator speaks a response based on hard copy information. At this point, the caller will be released from the call, and the operator becomes available to handle further calls.
  • the operator will engage in live dialogue to establish the name and other pertinent information of the wanted party, and then initiate a database search using the operator terminal 20 and associated database server 26 .
  • the operator will use alternative sources, such as the Electronic White Pages (EWP) or even printed directories.
  • EWP Electronic White Pages
  • the operator can connect the caller to the wanted party's number using one of two possible methods of call transfer: Blind Transfer or Hotline Transfer.
  • the call transfer is invoked by sending a sequence of digits (that includes the wanted party's number) to the PBX host 28 .
  • the conventional method of doing this is simply dialing the digits on the operator's telephone handset (having first depressed the “flash” key to obtain dial tone). This method is always available.
  • a much quicker and more accurate method is generally preferred: the operator highlights the desired database entry on the screen of the terminal 20 , and then initiates Blind or Hotline transfer to that number by entering a few keystrokes on the terminal keyboard.
  • the database server 26 transmits the same digit sequence as part of a message to the PBX host 28 , via the network 24 .
  • “Blind Transfer” is the normal means by which an operator establishes a connection between the caller and the wanted party's number.
  • the PBX host 28 receives the Blind Transfer command (whether from the database server 26 or the operator's telephone set 18 ) an attempt is made to establish a route out of the PBX 14 . If successful, the circuit is seized and the address digits propagated, using the protocol the circuit is configured for: the operator is released from the call and made available to receive further calls. If the VRU 30 is operational, it is commanded to play a signoff message (pre-recorded by the just-released operator). If the VRU is not available, the operator speaks the signoff message before initiating the transfer.
  • the VRU status is known by whether the call was initiated by a VRU-played greeting, or by zip tone. Failed routing attempts cause reorder tones to be returned to the operator's handset, or an error indication to be returned to the database server 26 (depending on how the PBX host received the transfer command).
  • the “Hotline Transfer” method of establishing a connection between the caller and the wanted party's number can be initiated by the operator from either the telephone handset 18 or from the data terminal keyboard 20 .
  • the difference is that the operator is not automatically released from the call in a Hotline Transfer. Instead, he/she is conferenced into the call by the PBX 28 and is able to monitor its progress.
  • the operator may withdraw from the call after verifying its establishment, or may cause the called circuit to be released and then re-engage in dialogue with the caller.
  • Hotline Transfers are used when a caller requests that the operator “stay on the line.”
  • the star tone(s) is detected by a DTMF receiver (allocated in the PBX 14 for the entire duration of the call), and causes the caller to appear as a fresh call to the ACD logic. This in turn results in the caller being connected to an available operator, whereupon the PBX host 28 instructs the connected VRU 30 to play the appropriate pre-recorded “starback” message.
  • the operator to whom the call is connected is allocated according to the ACD algorithm, and may or may not be the same operator that previously handled this call. From this point, the call is treated in the same way as a non-starback call.
  • the starback feature enables callers who have been transferred by means of a Blind Transfer to recall an operator if the transfer does not complete satisfactorily (for example, receipt of reorder tone, busy tone, operator intercept tri-tones, ring-no-answer, silence, or wrong number). It also enables a caller to request a follow-on call at the completion of a successfully completed call without incurring the delay or difficulty of re-dialing into the system.
  • the desired number is not voiced to the customer unless explicitly requested. Sometimes a customer uses the “starback” feature to request that the number be voiced if, for example, he finds a follow-up call is necessary later.
  • FIG. 2 A flow diagram illustrating the sequence of events in a directory assistance system employing the present “starback” technique is provided in FIG. 2.
  • a directory assistance center may offer mapping/locator services which provide spoken directions to guide vehicle-based customers from their present location to a desired destination.
  • mapping/locator services which provide spoken directions to guide vehicle-based customers from their present location to a desired destination.
  • the operator should be available to issue instructions along the course of the vehicle's route.
  • the customer can receive initial instructions, and thereafter summon further instructions as needed along the route simply by pressing the star key.
  • the customer's connection to the directory assistance center is maintained during the course of the trip, but the operator can attend to other customers while the travelling customer doesn't need the operator's immediate attention.
  • Toll charge the charge levied by a carrier for the duration of an answered connection over a toll route originated by a directory assistance operator. This charge is levied by the carrier used for completion of customer calls originated by the directory assistance operator.
  • the cellular carrier is dependent on the directory assistance service to provide enough details of these calls to enable it to accurately bill its subscribers accordingly. There are two ways of doing this:
  • the directory assistance service provides “tickets” of all calls that were transferred and answered.
  • the precise content and format of the ticket is customer-defined, but includes at least the following information: calling number, called number, date and time of connection (i.e. when answer indication was received), and duration of call.
  • the ticket files can be transferred on magnetic tape or by means of electronic file transfer.

Abstract

A cellular telephone subscriber who wishes directory assistance services is connected in the conventional manner to an operator who identifies a destination telephone number desired by the subscriber. As in the prior art, the operator then initiates a call connecting the subscriber to the destination telephone number. However, rather than dropping all further involvement with the call, the preferred embodiment of the present invention continually monitors the connection thereby established for a predetermined DTMF signal issued by the customer, such as that obtained by pressing the “*” button. If such a signal is detected, the customer is transferred back to a directory assistance operator, who can then provide whatever further assistance is needed (e.g. redialing a busy number, or providing further directory assistance). Billing information for the calls originated by the directory assistance operator on the subscriber's behalf is logged in a database at the directory assistance center. This data is thereafter provided to the cellular carrier, permitting it to bill the subscriber for calls originated by the directory assistance operator.

Description

    FIELD OF THE INVENTION
  • The present invention relates to systems for providing directory assistance services, and more particularly relates to the provision of directory assistance services to cellular telephone subscribers. [0001]
  • BACKGROUND AND SUMMARY OF THE INVENTION
  • Telephone directory assistance services have been available for the past century. While improvements have been made over the decades, such systems are still poorly suited for use by subscribers of cellular telephone services. [0002]
  • In prior art directory assistance services, a customer dials an operator and identifies the name and address of a party whose telephone number is desired. The operator then locates the number, using printed directories or a computer database, and provides the number to the customer. (The provision of the number is sometimes done by the live operator, but more typically is done with a computerized voice response unit that provides a synthesized voicing of the number.) After the customer's inquiry has been satisfied, the connection to the operator is terminated. [0003]
  • While satisfactory for most customers, this arrangement is ill-suited for many cellular telephone customers. For one, such customers are usually away from their general work environments (e.g. in a vehicle), and thus may not have ready access to a pencil and paper in order to make a note of the desired number. (Even if such materials are available, the customer may not find it convenient to interrupt other activities, e.g. driving, in order to make a note.) In addition, the process of initiating a second call—to the desired party—entails further manual operations (e.g. hanging up, waiting for another dial tone, and dialing) which may be a hindrance to the customer's other activities. [0004]
  • The present assignee, in the prior art, has redressed certain of these difficulties by providing a directory assistance service that eliminates the need to make a note of the desired number, or undertake a redialing exercise. Instead, after determining the telephone number desired by the customer, rather than voicing it to the customer, the directory assistance operator goes ahead and initiates a call to the desired party, and connects the new outgoing call to the original customer. (The operator may stay on the line as a conferenced party so as to provide further assistance, or may withdraw from the connection, depending on the particular implementation.) This arrangement obviates the need for the customer to make a note of the voiced number, or to undertake a redialing exercise. However, if the initiated call is not completed (e.g. a “busy” tone is received), or if the customer desires further directory assistance, then the customer must again call the directory assistance operator for help. [0005]
  • The problems associated with providing directory assistance services to cellular customers are not limited to hardships on the customers; the directory assistance service and the cellular carrier also confront unique issues. In the assignee's prior art system, for example, the cellular carrier (which is typically responsible for billing of the customer) knows only that the customer has dialed the directory assistance operator, but does not know the number to which the customer is ultimately connected by the operator. Billing is thereby complicated. In the prior art system, the toll charges (assuming toll calls are permitted; often they are not) for the connection between the customer and the desired number are simply absorbed by the directory assistance service, and recouped by billing the cellular carrier a sufficiently large flat rate charge for each directory assistance call so as to cover these costs. The cellular carrier then bills the subscriber a fixed amount for each directory assistance inquiry, regardless of the toll charges of any further connection established for the customer by the directory assistance operator. This arrangement, however, has a number of disadvantages. In addition to increased cost, it also fails to provide the cellular carrier useful information about its customers' calling patterns, which may affect decisions relating to system expansion, etc. [0006]
  • In accordance with the preferred embodiment of the present invention, a directory assistance service is provided which alleviates many of these drawbacks of the is prior art. For example, in one embodiment, a customer who wishes directory assistance services is connected in the conventional manner to an operator who determines the destination telephone number desired by the customer. As in the prior art, the operator then initiates a call connecting the customer to the destination telephone number. However, rather than dropping all further involvement with the call, this embodiment of the present invention continually monitors the connection thereby established for a predetermined DTMF signal issued by the customer, such as that obtained by pressing the “*” button. If such a signal is detected, the customer is transferred back to a directory assistance operator, who can then provide whatever further assistance is needed (e.g. redialing a busy number, or providing further directory assistance). By this arrangement, the press of a single button by the customer summons further directory assistance, rather than the redialing procedure required by the prior art. [0007]
  • The preferred embodiment further addresses the billing difficulties associated with completion of customer calls by directory assistance operators. According to this aspect of the preferred embodiment, the directory assistance service logs, in a billing database, information identifying the customer (i.e. the customer identification number accompanying the call from the cellular provider), the destination number to which the customer is connected, and the date, time and duration of the customer/destination number connection. This log of information is periodically provided to the cellular carrier, allowing it to bill the customer for the call connected by the directory assistance operator and recoup the associated expense. This permits the flat rate charged by the directory assistance provider to be reduced correspondingly, and provides the cellular service with more detailed information about its customers' usage requirements. [0008]
  • The foregoing and additional features and advantages of the present invention will be more readily apparent from the following detailed description, which proceeds with reference to the accompanying drawings. [0009]
  • BRIEF DESCRIPTION OF THE DRAWINGS
  • FIG. 1 is a block diagram depicting the hardware used to implement one embodiment of the present invention. [0010]
  • FIG. 2 is a flow chart depicting the process by which directory assistance is provided to a customer in accordance with the FIG. 1 embodiment. [0011]
  • DETAILED DESCRIPTION
  • With reference to FIG. 1, a [0012] directory assistance center 10 according to a preferred embodiment of the present invention includes one or more T1 links 12 for connection to customer networks, a private branch exchange (PBX) 14, and a channel bank 16 for coupling to a plurality of operator telephones 18. Each operator is further equipped with a terminal 20 that includes a video display unit and a QWERTY keyboard with associated dialing pad. The operator terminals are coupled to a terminal server 22, which in turn is connected over a data network 24 to a database server 26. The data network further connects to a PBX host computer 28 and a voice response unit (VRU) 30.
  • The [0013] T1 links 12 provide connection between the directory assistance center 10 and the cellular carrier's switching center, through which incoming directory assistance calls are received. The T1 links 12 further provide connection to the network over which outgoing calls are placed (which network may be different than that used for incoming traffic).
  • The PBX [0014] 14 is conventionaly and its operation is governed by instructions stored in the PBX host computer 28. These instructions simply implement the processes hereafter described. In the preferred embodiment, the PBX supports digital Ti telephone circuits, while in other embodiments other PBXs can of course be used. Included in the PBX is digital signal processing circuitry which provides the requisite conference capability (described below), and dual tone multi frequency (DTMF) and multi frequency (MF) tone generation/detection capabilities.
  • Incoming calls received by the PBX [0015] 14 are connected to an available operator via a T1 circuit 32 that is connected through the channel bank 16 to an operator's telephone headset. If no operator is available when a call is received, the call is queued until an operator becomes available. The queuing and call distribution is standard Automatic Call Distribution (ACD).
  • The [0016] terminal server 22 simply serves as an interface between serial devices, such as the operator terminals 20, and the data network 24, allowing the terminals to login as devices on the network.
  • The [0017] database server 26 provides operators with the means to search for a customer's desired party, and determine the appropriate telephone number. In the preferred embodiment, the database provides the capability to search not just by name and address, but also by type of goods/services and/or geographical region. (E.g. the preferred database can answer queries soliciting the names/numbers of shops carrying model rocketry supplies in southeast Portland, Oreg., or of Chinese restaurants on a given street.) Data indexed in this fashion is usually not commercially available, so the present assignee starts with a commercially available database file (e.g. the Directory Assistance Database Source available from U.S. West), and enriches it by adding further data manually.
  • Desirably, the results of the database search presented on the operator's [0018] terminal 20 are not alphabetized prior to display, but rather are presented in the order located by the database search engine. (If desired, a deliberate randomization of order could be effected before display). Businesses at the beginning of the alphabet are thereby not unduly favored by customers using the directory assistance service.
  • The database software itself is conventional. The presently preferred best mode us to use a relational database, such as is available from Sybase. However, much simpler software can alternatively be used, such as DBase [0019] 4.
  • The voice response unit (VRU) [0020] 30 is incorporated into the system to play the constantly repeated parts of an operator's speech, namely the various greetings and signoffs (or closings). Not only does this system provide a voice-saving and monotony-relief function for the operators, it performs a ‘branding’ function (i.e. the pre-recorded messages incorporate the name of the telephone company through which the customer was routed to the directory assistance service), and it also reduces the amount of time an operator is actually connected to a customer.
  • The VRU [0021] 30 is connected via the data link 24 to the PBX host 28 (to which it acts as a slave processor) and via one or more T1 spans to the PBX 14 itself. More than one VRU can exist in a system. At appropriate stages in a call progression, the PBX host 28 initiates a voice path connection between the VRU and the PBX such that the caller, or the caller and the operator, are able to hear whatever pre-recorded speech is played on that circuit by the VRU. It then instructs the VRU, via the data network, what type of message to play, passing data parameters that enable the VRU to locate the message appropriate to the call state, the service-providing telephone company, and the operator. The recording density used is high enough to provide a good enough quality of message playback that most users of the system should be unaware they are listening to a recording.
  • Method of Operation [0022]
  • Customers of a particular telephone company simply dial the access digits established for directory assistance by that company. Examples of typical access digits are “*555” and “555-1212.”[0023]
  • The participating telephone company's own switching system will then reroute the call to the directory assistance service center [0024] 10 (via a T1 channel), where it appears as an incoming call.
  • Automatic Call Distribution (ACD) logic is used to queue (if necessary) and distribute calls to operators in the order in which they are received, and such that the call traffic is distributed evenly among the operators. [0025]
  • When a call is connected to an operator, the VRU [0026] 30 (also conferenced into the call) plays a greeting message, using a message pre-recorded by the connected operator. Both the operator and the calling customer hear the message, which incorporates the name of the service or company to which the customer is a subscriber (in other words, the call is “branded”). The message ends with a prompt, thus cuing the customer to volunteer what information they are seeking.
  • When the automated greeting is complete, the VRU is disconnected, and the operator and the customer are left connected by a 2-way speech path. From this point, the caller is interacting with a live operator. [0027]
  • In the event that the VRU is non-functional (for whatever reason), the incoming call is connected to the operator and a short “trill,” or “zip” tone is played to indicate that a caller is on the line. (Note that once operators are logged in to the system, they wear headsets, and have their [0028] telephones 18 permanently off-hook. Their telephones do not ring when a call is presented). The operator then speaks a greeting and prompt in real time, instead of the VRU playing a message.
  • If the caller requests information concerning, for example, local theater performances, the operator speaks a response based on hard copy information. At this point, the caller will be released from the call, and the operator becomes available to handle further calls. [0029]
  • If the caller is seeking enhanced directory assistance, the operator will engage in live dialogue to establish the name and other pertinent information of the wanted party, and then initiate a database search using the [0030] operator terminal 20 and associated database server 26. In the event of an unsuccessful search, the operator will use alternative sources, such as the Electronic White Pages (EWP) or even printed directories.
  • The operator can connect the caller to the wanted party's number using one of two possible methods of call transfer: Blind Transfer or Hotline Transfer. [0031]
  • In either case, the call transfer is invoked by sending a sequence of digits (that includes the wanted party's number) to the [0032] PBX host 28. The conventional method of doing this is simply dialing the digits on the operator's telephone handset (having first depressed the “flash” key to obtain dial tone). This method is always available. A much quicker and more accurate method is generally preferred: the operator highlights the desired database entry on the screen of the terminal 20, and then initiates Blind or Hotline transfer to that number by entering a few keystrokes on the terminal keyboard. In this case, the database server 26 transmits the same digit sequence as part of a message to the PBX host 28, via the network 24. “Blind Transfer” is the normal means by which an operator establishes a connection between the caller and the wanted party's number. As soon as the PBX host 28 receives the Blind Transfer command (whether from the database server 26 or the operator's telephone set 18), an attempt is made to establish a route out of the PBX 14. If successful, the circuit is seized and the address digits propagated, using the protocol the circuit is configured for: the operator is released from the call and made available to receive further calls. If the VRU 30 is operational, it is commanded to play a signoff message (pre-recorded by the just-released operator). If the VRU is not available, the operator speaks the signoff message before initiating the transfer. The VRU status is known by whether the call was initiated by a VRU-played greeting, or by zip tone. Failed routing attempts cause reorder tones to be returned to the operator's handset, or an error indication to be returned to the database server 26 (depending on how the PBX host received the transfer command).
  • Like Blind Transfer, the “Hotline Transfer” method of establishing a connection between the caller and the wanted party's number can be initiated by the operator from either the [0033] telephone handset 18 or from the data terminal keyboard 20. The difference is that the operator is not automatically released from the call in a Hotline Transfer. Instead, he/she is conferenced into the call by the PBX 28 and is able to monitor its progress. Using either the telephone handset or the data terminal keyboard, the operator may withdraw from the call after verifying its establishment, or may cause the called circuit to be released and then re-engage in dialogue with the caller.
  • Hotline Transfers are used when a caller requests that the operator “stay on the line.”[0034]
  • If, after initiation of a transfer (whether or not it succeeds), and at any time before the caller hangs up, the caller requires further operator assistance, the caller can “starback” to an operator This is done simply by pressing the “1*” (star) key on the caller's telephone once or twice (depending on the system, and as instructed by the operator in the signoff message). [0035]
  • The star tone(s) is detected by a DTMF receiver (allocated in the PBX [0036] 14 for the entire duration of the call), and causes the caller to appear as a fresh call to the ACD logic. This in turn results in the caller being connected to an available operator, whereupon the PBX host 28 instructs the connected VRU 30 to play the appropriate pre-recorded “starback” message. Note that the operator to whom the call is connected is allocated according to the ACD algorithm, and may or may not be the same operator that previously handled this call. From this point, the call is treated in the same way as a non-starback call.
  • The starback feature enables callers who have been transferred by means of a Blind Transfer to recall an operator if the transfer does not complete satisfactorily (for example, receipt of reorder tone, busy tone, operator intercept tri-tones, ring-no-answer, silence, or wrong number). It also enables a caller to request a follow-on call at the completion of a successfully completed call without incurring the delay or difficulty of re-dialing into the system. [0037]
  • It will be recognized that, in the preferred embodiment, the desired number is not voiced to the customer unless explicitly requested. Sometimes a customer uses the “starback” feature to request that the number be voiced if, for example, he finds a follow-up call is necessary later. [0038]
  • A flow diagram illustrating the sequence of events in a directory assistance system employing the present “starback” technique is provided in FIG. 2. [0039]
  • The “starback” technique enables the cost-effective provision of many services not previously available. For example, a directory assistance center may offer mapping/locator services which provide spoken directions to guide vehicle-based customers from their present location to a desired destination. However, to obviate the need for the customer to write the directions down while in the vehicle, the operator should be available to issue instructions along the course of the vehicle's route. By using the “starback” feature, the customer can receive initial instructions, and thereafter summon further instructions as needed along the route simply by pressing the star key. In such a system, the customer's connection to the directory assistance center is maintained during the course of the trip, but the operator can attend to other customers while the travelling customer doesn't need the operator's immediate attention. (Since “starback” may return the customer to a different operator, provision is made for transferring—with the customer—a pointer to the particular database record (i.e. map or directions) being utilized by that customer, and a pointer to a current location within that record. By this arrangement, a different operator who is summoned for assistance using the “starback” feature can pick up where the last operator left off.) While driving between operator instructions, the customer is simply kept in a “hold” state. [0040]
  • Billing Issues [0041]
  • There are three billing components of a cellular-phone originated call to a directory assistance service according to the present invention: [0042]
  • 1) “Air time,” or the total time the caller uses the cellular carrier's cellular radio system to carry a call from his/her cellular telephone. This is the responsibility of the cellular carrier. [0043]
  • 2) The per-call charge levied for use of the directory assistance service. This charge is made by the directory assistance service to the cellular carrier on the basis of the number of calls received from the carrier in a particular time period. [0044]
  • 3) Toll charge—the charge levied by a carrier for the duration of an answered connection over a toll route originated by a directory assistance operator. This charge is levied by the carrier used for completion of customer calls originated by the directory assistance operator. The cellular carrier is dependent on the directory assistance service to provide enough details of these calls to enable it to accurately bill its subscribers accordingly. There are two ways of doing this: [0045]
  • 1) The directory assistance service provides “tickets” of all calls that were transferred and answered. The precise content and format of the ticket is customer-defined, but includes at least the following information: calling number, called number, date and time of connection (i.e. when answer indication was received), and duration of call. The ticket files can be transferred on magnetic tape or by means of electronic file transfer. [0046]
  • 2) The digits that are dialed by the directory assistance service's PBX to initiate the call transfer (via the cellular carrier's network) can incorporate the calling party number (“A” Number Identification, or ANI). The cellular carrier's own switching equipment then has all the information needed to generate the required tickets. [0047]
  • It is the cellular carrier's responsibility to rate the calls and determine what charge is to be levied. [0048]
  • Having described the principles of our invention with reference to a preferred embodiment and certain variations thereon, it should be apparent that these examples can be modified in arrangement and detail without departing from such principles. For example, while the invention has been illustrated with reference to a system in which a “starback” customer is routed back to the next available operator, in other embodiments, provision can be made for routing the customer back to the original operator. (In some systems, the customer can be given a choice: pressing one key for the first available operator, and another key to be inserted in the original operator's queue.) [0049]
  • In view of the many possible embodiments to which the principles of our invention may be put, it should be recognized that the detailed embodiments are illustrative only and should not be taken as limiting the scope of our invention. Rather, we claim as our invention all such embodiments as may come within the scope and spirit of the following claims and equivalents thereto. [0050]

Claims (14)

We claim:
1. An enhanced method of providing telephone directory assistance service comprising the steps:
(a) receiving a customer call;
(b) connecting the calling customer to a directory assistance operator;
(c) determining a destination telephone number of a desired party wanted by the customer;
(d) initiating a telephonic connection between the customer and the destination telephone number;
(e) continuously monitoring said telephonic connection for a predetermined DTMF signal issued by the customer;
(f) detecting said predetermined DTMF signal; and
(g) reconnecting the customer to a directory assistance operator upon said detection of the DTMF signal.
2. The method of
claim 1
in which step (a) comprises receiving a customer call originated with a cellular telephone.
3. The method of
claim 2
which includes providing a voiced recitation of the destination telephone number to the customer only if explicitly requested by the customer.
4. The method of
claim 2
which includes maintaining the directory assistance operator as a conferenced party to the initiated telephonic connection to monitor whether the connection is completed satisfactorily.
5. The method of
claim 2
which includes reattempting to establish connection between the customer and the destination telephone party upon request by the customer following detection of the DTMF tone.
6. The method of
claim 2
which includes repeating steps (c) through (e) for a different desired party following step (g).
7. A directory assistance service method comprising the steps:
receiving a directory assistance call from a customer, the customer using a cellular telephone and a cellular carrier service;
establishing a connection between the customer and a desired destination number;
logging in a billing database:
a customer identification number;
the destination number;
the date, time, and duration of connection between the customer and the desired destination number; and
providing to the cellular carrier the data logged in the billing database so the customer can be billed by the cellular carrier accordingly.
8. The method of
claim 7
in which the receiving and establishing steps comprise:
(a) receiving a customer call;
(b) connecting the calling customer to a directory assistance operator;
(c) determining a destination telephone number of a desired party wanted by the customer;
(d) initiating a telephonic connection between the customer and the destination telephone number;
(e) continuously monitoring said telephonic connection for a predetermined DTMF signal issued by the customer;
(f) detecting said predetermined DTMF signal; and
(g) reconnecting the customer to a directory assistance operator upon said detection of the DTMF signal.
9. The method of
claim 8
which includes reconnecting the customer to a directory assistance operator without terminating the telephonic connection between the customer and the destination telephone number.
10. The method of
claim 8
which includes providing a voiced recitation of the destination telephone number to the customer only if explicitly requested by the customer.
11. The method of
claim 8
which includes maintaining the directory assistance operator as a conferenced party to the initiated telephonic connection to monitor whether the connection is completed satisfactorily.
12. The method of
claim 8
which includes reattempting to establish connection between the customer and the destination telephone party upon request by the customer following detection of the DTMF tone.
13. The method of
claim 8
which includes repeating steps (c) through (e) for a different desired party following step (g).
14. In a method of providing assistance to a cellular telephone subscriber, the assistance taking the form of spoken directions guiding the subscriber in travelling from a present location to a desired location, an improvement comprising:
connecting the subscriber to an operator;
determining a route from the present location to the desired location;
voicing to the subscriber directions corresponding to a first part of the route;
placing-the subscriber on hold;
monitoring the subscriber connection for a predetermined DTMF signal issued by the subscriber;
detecting said predetermined DTMF signal;
reconnecting the subscriber to an operator upon said detection of the DTMF signal; and
voicing to the subscriber directions corresponding to a second part of the route;
wherein the subscriber can summon operator assistance as needed while travelling along the route.
US09/375,814 1994-04-28 1999-08-17 Directory assistance with automatic return to operator Abandoned US20010012773A1 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
US09/375,814 US20010012773A1 (en) 1994-04-28 1999-08-17 Directory assistance with automatic return to operator
US10/075,412 US20020115431A1 (en) 1994-04-28 2002-02-14 Telecommunication technique for providing information assistance services

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US23464494A 1994-04-28 1994-04-28
US75208796A 1996-11-20 1996-11-20
US96722697A 1997-10-29 1997-10-29
US09/375,814 US20010012773A1 (en) 1994-04-28 1999-08-17 Directory assistance with automatic return to operator

Related Parent Applications (1)

Application Number Title Priority Date Filing Date
US96722697A Continuation 1994-04-28 1997-10-29

Related Child Applications (1)

Application Number Title Priority Date Filing Date
US10/075,412 Continuation US20020115431A1 (en) 1994-04-28 2002-02-14 Telecommunication technique for providing information assistance services

Publications (1)

Publication Number Publication Date
US20010012773A1 true US20010012773A1 (en) 2001-08-09

Family

ID=22882210

Family Applications (5)

Application Number Title Priority Date Filing Date
US08/705,979 Expired - Lifetime US5737700A (en) 1994-04-28 1996-08-30 Providing assistance to a mobile telephone subscriber travelling from a location to a desired location
US09/310,625 Abandoned US20010014598A1 (en) 1994-04-28 1999-05-12 Directory assistance system
US09/310,631 Abandoned US20010012772A1 (en) 1994-04-28 1999-05-12 Method of providing connection to destination communication device to alleviate calling customer
US09/375,814 Abandoned US20010012773A1 (en) 1994-04-28 1999-08-17 Directory assistance with automatic return to operator
US10/075,412 Abandoned US20020115431A1 (en) 1994-04-28 2002-02-14 Telecommunication technique for providing information assistance services

Family Applications Before (3)

Application Number Title Priority Date Filing Date
US08/705,979 Expired - Lifetime US5737700A (en) 1994-04-28 1996-08-30 Providing assistance to a mobile telephone subscriber travelling from a location to a desired location
US09/310,625 Abandoned US20010014598A1 (en) 1994-04-28 1999-05-12 Directory assistance system
US09/310,631 Abandoned US20010012772A1 (en) 1994-04-28 1999-05-12 Method of providing connection to destination communication device to alleviate calling customer

Family Applications After (1)

Application Number Title Priority Date Filing Date
US10/075,412 Abandoned US20020115431A1 (en) 1994-04-28 2002-02-14 Telecommunication technique for providing information assistance services

Country Status (2)

Country Link
US (5) US5737700A (en)
CA (1) CA2129302C (en)

Cited By (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6539080B1 (en) 1998-07-14 2003-03-25 Ameritech Corporation Method and system for providing quick directions
US20030185374A1 (en) * 2002-03-28 2003-10-02 Baker Nathan Bryant Technique for effectively controlling communication links to an information assistance service
US20050100153A1 (en) * 2000-09-15 2005-05-12 Robert Pines Enhanced directory assistance system

Families Citing this family (37)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US10361802B1 (en) 1999-02-01 2019-07-23 Blanding Hovenweep, Llc Adaptive pattern recognition based control system and method
US8352400B2 (en) 1991-12-23 2013-01-08 Hoffberg Steven M Adaptive pattern recognition based controller apparatus and method and human-factored interface therefore
US5797092A (en) 1994-04-28 1998-08-18 Metro One Telecommunications, Inc. Method for monitoring the connection between the subscriber and the destination telephone and providing directory assistance upon detection of predetermined tone
US6580904B2 (en) * 1994-04-28 2003-06-17 Metro One Telecommunications, Inc. Method of providing directional assistance to a mobile telephone subscriber
US5854977A (en) * 1996-01-11 1998-12-29 Nokia Mobile Phones Limited Call transfer and simplex call capability in a residential system using wireless residential extension handsets
US6456709B1 (en) * 1997-03-13 2002-09-24 Metro One Telecommunications, Inc. Method and apparatus for monitoring telephonic members and providing directory assistance
US6775371B2 (en) 1997-03-13 2004-08-10 Metro One Telecommunications, Inc. Technique for effectively providing concierge-like services in a directory assistance system
US6801763B2 (en) * 1997-10-29 2004-10-05 Metro One Telecommunications, Inc. Technique for effectively communicating travel directions
US7769620B1 (en) 1998-09-01 2010-08-03 Dennis Fernandez Adaptive direct transaction for networked client group
US6381325B1 (en) 1998-09-22 2002-04-30 Operator Service Co. System and method for wireless directory assistance
US6150961A (en) * 1998-11-24 2000-11-21 International Business Machines Corporation Automated traffic mapping
US6333703B1 (en) 1998-11-24 2001-12-25 International Business Machines Corporation Automated traffic mapping using sampling and analysis
US7010116B1 (en) 1998-12-21 2006-03-07 Micron Technology, Inc. Method of programming telephone numbers and identifiers in a telephone
US6597772B1 (en) 1998-12-21 2003-07-22 Micron Technology, Inc. Method of programming telephone numbers and identifiers in multiple databases
US6697484B1 (en) 1998-12-21 2004-02-24 Micron Technology, Llc Method of programming telephone numbers and identifiers in a telephone
US7966078B2 (en) 1999-02-01 2011-06-21 Steven Hoffberg Network media appliance system and method
US6625444B1 (en) 1999-02-02 2003-09-23 Micron Technology, Inc. Method of programming a telephone
US6594352B1 (en) 1999-05-14 2003-07-15 Operator Service Method and system for automatically providing a customer billing identifier for a directory assistance extension call to a switch in a public telephone network
US6564063B1 (en) * 1999-09-09 2003-05-13 Qualcomm, Inc. Mobile telephone position system
JP2003532955A (en) * 2000-04-17 2003-11-05 ショーン・イー・ウィーダリン Online directory assistance system
US6731927B1 (en) 2000-07-14 2004-05-04 Context Connect, Inc. System and method for context association
US7899173B2 (en) * 2000-07-14 2011-03-01 Context Connect, Llc Communication connectivity via context association, advertising sponsorship, and multiple contact databases
US7340048B2 (en) * 2000-07-14 2008-03-04 Context Connect Llc System and method for directory services and e-commerce across multi-provider networks
US6922567B1 (en) 2000-08-22 2005-07-26 Telefonaktiebolaget L.M. Ericsson Systems, methods and computer program products for identifying items of interest that are geographically proximate to wireless communicator users
WO2002021815A2 (en) * 2000-09-04 2002-03-14 Telefonaktiebolaget Lm Ericsson (Publ) Line control apparatus, control method therefor, and telephone communication system
US20020072352A1 (en) * 2000-12-13 2002-06-13 Rittwik Jana Method and apparatus for querying the status of mobile subscibers
CA2436012C (en) * 2001-01-24 2009-04-28 Televigation, Inc. Real-time navigation system for mobile environment
US6589602B2 (en) * 2001-04-17 2003-07-08 Toshiba Tungaloy Co., Ltd. Highly adhesive surface-coated cemented carbide and method for producing the same
US7724878B2 (en) * 2001-05-25 2010-05-25 Timmins Timothy A Technique for assisting a user with information services at an information/call center
US20040192340A1 (en) * 2002-12-23 2004-09-30 422, Inc. Method and system for database content security in directory assistance & information services systems
US7184754B1 (en) 2003-02-04 2007-02-27 Farmar Michael G Method and apparatus for cellular telephone directory assistance
US6999758B2 (en) * 2003-05-06 2006-02-14 Ocmc, Inc. System and method for providing communications services
US20050047575A1 (en) * 2003-08-29 2005-03-03 Stephen Parker Secure valet telephone system
US7865602B2 (en) * 2005-02-23 2011-01-04 Nokia Siemens Networks Oy System, method, and network elements for providing a service such as an advice of charge supplementary service in a communication network
US8451998B2 (en) * 2007-03-19 2013-05-28 At&T Intellectual Property I, L.P. System and method for providing location information
CN104105063A (en) * 2014-07-28 2014-10-15 成都联星微电子有限公司 Radio frequency identification device (RFID) and Bluetooth network based monitoring positioning system and method
JP7276096B2 (en) * 2019-11-22 2023-05-18 トヨタ自動車株式会社 Information processing device, information processing method, and system

Family Cites Families (13)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4908850B1 (en) * 1988-01-11 1995-02-07 American Communications & Engi Voice services network with automated billing
US4908825A (en) * 1988-04-08 1990-03-13 Northern Telecom Limited Memory organization and output sequencer for a signal processor
GB2220778B (en) * 1988-07-11 1992-03-25 Automated Security Vehicle security
US4932042A (en) * 1989-03-03 1990-06-05 At&T Bell Laboratories Spontaneous voice and data messaging
US5056134A (en) * 1989-04-21 1991-10-08 At&T Bell Laboratories Audible logo for identifying a common carrier
JPH0344222A (en) * 1989-07-12 1991-02-26 Toshiba Corp Radiotelephony equipment
US5222120A (en) * 1990-04-23 1993-06-22 Mci Communications Corporation Long distance telephone switching system with enhanced subscriber services
US5131024A (en) * 1990-05-16 1992-07-14 Messager Partners Method and apparatus for providing proactive call services following call completion
US5163083A (en) * 1990-10-12 1992-11-10 At&T Bell Laboratories Automation of telephone operator assistance calls
SE469771B (en) * 1990-11-27 1993-09-06 Leif Christer Ryden SAID THAT WITH THE help of a telephone exchange, we could offer a selective reconnection of a fixed subscriber device to a nearby mobile subscriber device
US5187740A (en) * 1991-10-01 1993-02-16 Mci Communications Corporation Method and apparatus for telephone call reorigination
US5334974A (en) * 1992-02-06 1994-08-02 Simms James R Personal security system
US5479482A (en) * 1993-08-30 1995-12-26 At&T Corp. Cellular terminal for providing public emergency call location information

Cited By (11)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6539080B1 (en) 1998-07-14 2003-03-25 Ameritech Corporation Method and system for providing quick directions
US20050018822A1 (en) * 1998-07-14 2005-01-27 Les Bruce Method and system for providing quick directions
US7916852B2 (en) 1998-07-14 2011-03-29 Open Invention Network, Llc Method and system for providing quick directions
US9247053B1 (en) 1998-07-14 2016-01-26 Open InventionNetwork, LLC Method and system for providing quick directions
US20050100153A1 (en) * 2000-09-15 2005-05-12 Robert Pines Enhanced directory assistance system
US7130406B2 (en) 2000-09-15 2006-10-31 Grape Technology Group, Inc. Enhanced directory assistance system
US20070165822A1 (en) * 2000-09-15 2007-07-19 Robert Pines Enhanced directory assistance system
US7991140B2 (en) 2000-09-15 2011-08-02 Grape Technology Group, Inc. Enhanced directory assistance system
US8385530B2 (en) 2000-09-15 2013-02-26 Grape Technology Group, Inc. Enhanced directory assistance system
US20030185374A1 (en) * 2002-03-28 2003-10-02 Baker Nathan Bryant Technique for effectively controlling communication links to an information assistance service
US7149295B2 (en) 2002-03-28 2006-12-12 Metro One Telecommunications, Inc. Technique for effectively controlling communication links to an information assistance service

Also Published As

Publication number Publication date
US20010012772A1 (en) 2001-08-09
US20010014598A1 (en) 2001-08-16
US5737700A (en) 1998-04-07
CA2129302C (en) 2002-04-09
US20020115431A1 (en) 2002-08-22
CA2129302A1 (en) 1995-10-29

Similar Documents

Publication Publication Date Title
US5737700A (en) Providing assistance to a mobile telephone subscriber travelling from a location to a desired location
US6035190A (en) Method for monitoring the connection between the subscriber and the destination telephone and providing directory assistance upon demand
US5995826A (en) Methods for conditional tone responsive reconnection to directory assistance center
US7020261B2 (en) Method for providing enhanced directory assistance upon command using out-of-band signaling
US5943417A (en) Method and system for personalized directory assistance services
US6985569B2 (en) System and method for identifying parties in bills for communications services
US6292553B1 (en) Method and apparatus for IP network call delivery
US5339352A (en) Directory assistance call completion via mobile systems
JP3734498B2 (en) Remote communication follow-me service
US20020004382A1 (en) Method of providing directional assistance to a telephone subscriber
JPH0723111A (en) Personal communication service supply system
US7110520B1 (en) Method and system for directory assistance services
CA2189588C (en) Directory assistance method and apparatus
US6937711B2 (en) System and method for issuing customer credits for information assistance services
CN100531260C (en) A telephone number inquiry system and telephone number inquiry and switchover method
CA2367228C (en) Technique for returning to directory assistance or information services provider upon command
CA2185481A1 (en) Directory assistance method and apparatus
JPH01293053A (en) Busy tone incoming connecting system
CA2178402C (en) Method and system for directory assistance services
CA2597142C (en) Method and system for directory assistance services
JPH06244960A (en) Busy state callback system

Legal Events

Date Code Title Description
STCB Information on status: application discontinuation

Free format text: ABANDONED -- FAILURE TO RESPOND TO AN OFFICE ACTION