U.S. patent application number 09/310631 was filed with the patent office on 2001-08-09 for method of providing connection to destination communication device to alleviate calling customer.
Invention is credited to COX, PATRICK MICHAEL, FILLIGER, PAUL WILLIAM, KEPLER, MICHAEL ANTHONY, POWELL, ADRIAN PETER.
Application Number | 20010012772 09/310631 |
Document ID | / |
Family ID | 22882210 |
Filed Date | 2001-08-09 |
United States Patent
Application |
20010012772 |
Kind Code |
A1 |
COX, PATRICK MICHAEL ; et
al. |
August 9, 2001 |
METHOD OF PROVIDING CONNECTION TO DESTINATION COMMUNICATION DEVICE
TO ALLEVIATE CALLING CUSTOMER
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.
Inventors: |
COX, PATRICK MICHAEL;
(BEAVERTON, OR) ; POWELL, ADRIAN PETER; (MOLALLA,
OR) ; FILLIGER, PAUL WILLIAM; (SILVERTON, OR)
; KEPLER, MICHAEL ANTHONY; (MCMINNVILLE, OR) |
Correspondence
Address: |
WHITE & CASE LLP
PATENT DEPARTMENT
1155 AVENUE OF THE AMERICAS
NEW YORK
NY
10036
US
|
Family ID: |
22882210 |
Appl. No.: |
09/310631 |
Filed: |
May 12, 1999 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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09310631 |
May 12, 1999 |
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08967226 |
Oct 29, 1997 |
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08967226 |
Oct 29, 1997 |
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08752087 |
Nov 20, 1996 |
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08752087 |
Nov 20, 1996 |
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08234644 |
Apr 28, 1994 |
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Current U.S.
Class: |
455/406 |
Current CPC
Class: |
H04M 3/42 20130101; H04W
4/024 20180201; H04L 67/52 20220501; H04M 2207/18 20130101; H04M
3/42102 20130101; H04M 7/12 20130101; H04M 3/4935 20130101; H04M
3/51 20130101; H04M 11/08 20130101; H04W 4/24 20130101; H04M
2242/22 20130101; H04M 3/424 20130101; H04M 3/48 20130101; H04M
3/493 20130101; H04M 3/4933 20130101; H04Q 3/72 20130101; H04M
3/523 20130101; H04M 15/00 20130101; H04M 3/42059 20130101; H04M
3/533 20130101; H04M 2242/30 20130101; H04W 4/02 20130101; H04M
3/58 20130101; H04M 2201/60 20130101; H04M 3/60 20130101; H04M
3/4931 20130101; H04M 2201/40 20130101 |
Class at
Publication: |
455/406 |
International
Class: |
H04M 011/00 |
Claims
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.
Description
FIELD OF THE INVENTION
[0001] 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.
BACKGROUND AND SUMMARY OF THE INVENTION
[0002] 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.
[0003] 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.
[0004] 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.
[0005] 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.
[0006] 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.
[0007] In accordance with the preferred embodiment of the present
invention, a directory assistance service is provided which
alleviates many of these drawbacks of the 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.
[0008] 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.
[0009] 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.
BRIEF DESCRIPTION OF THE DRAWINGS
[0010] FIG. 1 is a block diagram depicting the hardware used to
implement one embodiment of the present invention.
[0011] 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.
DETAILED DESCRIPTION
[0012] With reference to FIG. 1, a 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.
[0013] 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).
[0014] The PBX 14 is conventional 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 T1 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.
[0015] 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).
[0016] 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.
[0017] The 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.
[0018] Desirably, 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.
[0019] 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 4.
[0020] 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.
[0021] 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. 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.
[0022] Method of Operation
[0023] 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."
[0024] 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.
[0025] 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.
[0026] 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.
[0027] 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.
[0028] 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 telephones 18 permanently
offhook. 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.
[0029] 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.
[0030] 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 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.
[0031] 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.
[0032] In either case, 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. 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.
[0033] "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).
[0034] 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 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.
[0035] Hotline Transfers are used when a caller requests that the
operator "stay on the line."
[0036] 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 "*" (star) key on
the caller's telephone once or twice (depending on the system, and
as instructed by the operator in the signoff message).
[0037] 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. 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.
[0038] 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.
[0039] 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.
[0040] A flow diagram illustrating the sequence of events in a
directory assistance system employing the present "starback"
technique is provided in FIG. 2.
[0041] 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.
[0042] Billing Issues
[0043] There are three billing components of a cellular-phone
originated call to a directory assistance service according to the
present invention:
[0044] 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.
[0045] 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.
[0046] 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:
[0047] 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.
[0048] 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.
[0049] It is the cellular carrier's responsibility to rate the
calls and determine what charge is to be levied.
[0050] 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.)
[0051] 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.
* * * * *