U.S. patent application number 09/835146 was filed with the patent office on 2002-04-04 for voice-data telephonic interface control system.
This patent application is currently assigned to Ronald A. Katz Technology Licensing, L.P.. Invention is credited to Katz, Ronald A..
Application Number | 20020039409 09/835146 |
Document ID | / |
Family ID | 46247335 |
Filed Date | 2002-04-04 |
United States Patent
Application |
20020039409 |
Kind Code |
A1 |
Katz, Ronald A. |
April 4, 2002 |
Voice-data telephonic interface control system
Abstract
In an audio-digital telephone interface system, selective
operation prompts a caller with oral instructions to provide:
digital control signals, digital data signals (numeric) or audio
signals. Inbound and outbound operations are involved and inbound
callers are qualified as by automatic number identification (ANI)
signals and consumable key operation. A data cell is loaded in
accordance with an operating program and the resulting data packet
is flagged depending on the presence of audio signals. Data packets
are returned to storage, as for subsequent addressing to call up,
as to process or cue a caller. The illustrative format receives and
organizes order data for goods or services or to isolate a subset
or a sub-subset of callers.
Inventors: |
Katz, Ronald A.; (Los
Angeles, CA) |
Correspondence
Address: |
Attention: Reena Kuyper
A2D, L.P.
9220 Sunset Blvd., Suite 315
Los Angeles
CA
90069
US
|
Assignee: |
Ronald A. Katz Technology
Licensing, L.P.
Los Angeles
CA
|
Family ID: |
46247335 |
Appl. No.: |
09/835146 |
Filed: |
April 13, 2001 |
Related U.S. Patent Documents
|
|
|
|
|
|
Application
Number |
Filing Date |
Patent Number |
|
|
09835146 |
Apr 13, 2001 |
|
|
|
08306456 |
Sep 14, 1994 |
|
|
|
08306456 |
Sep 14, 1994 |
|
|
|
08058452 |
May 7, 1993 |
|
|
|
5359645 |
|
|
|
|
08058452 |
May 7, 1993 |
|
|
|
07680879 |
Apr 5, 1991 |
|
|
|
5224153 |
|
|
|
|
07680879 |
Apr 5, 1991 |
|
|
|
07481403 |
Feb 20, 1990 |
|
|
|
5014298 |
|
|
|
|
07481403 |
Feb 20, 1990 |
|
|
|
07312792 |
Feb 21, 1989 |
|
|
|
5073929 |
|
|
|
|
07312792 |
Feb 21, 1989 |
|
|
|
07194258 |
May 16, 1988 |
|
|
|
4845739 |
|
|
|
|
07194258 |
May 16, 1988 |
|
|
|
07018244 |
Feb 24, 1987 |
|
|
|
4792968 |
|
|
|
|
07018244 |
Feb 24, 1987 |
|
|
|
06753299 |
Jul 10, 1985 |
|
|
|
07335923 |
Apr 10, 1989 |
|
|
|
07194258 |
May 16, 1988 |
|
|
|
4845739 |
|
|
|
|
07194258 |
May 16, 1988 |
|
|
|
07018244 |
Feb 24, 1987 |
|
|
|
4792968 |
|
|
|
|
07018244 |
Feb 24, 1987 |
|
|
|
06753299 |
Jul 10, 1985 |
|
|
|
Current U.S.
Class: |
379/93.12 ;
379/93.06; 379/93.09 |
Current CPC
Class: |
H04M 3/42042 20130101;
H04Q 2213/1322 20130101; H04M 3/42059 20130101; H04M 3/51 20130101;
H04Q 2213/13103 20130101; H04Q 2213/13175 20130101; H04M 2242/22
20130101; H04Q 3/002 20130101; H04Q 2213/13034 20130101; H04Q
2213/13376 20130101; H04Q 2213/1332 20130101; H04Q 2213/13096
20130101; H04M 11/00 20130101; H04Q 2213/13377 20130101; H04M
2203/2016 20130101; H04Q 2213/13256 20130101; H04Q 2213/13204
20130101; H04Q 2213/13093 20130101; H04Q 3/665 20130101; H04Q
2213/13097 20130101; H04Q 2213/13375 20130101; H04M 3/493 20130101;
H04Q 2213/13106 20130101; H04Q 2213/13095 20130101; H04Q 2213/13349
20130101; H04M 2201/40 20130101; H04Q 3/74 20130101; H04Q
2213/13072 20130101; G07C 15/006 20130101; H04Q 3/72 20130101; H04Q
2213/13178 20130101; H04M 3/436 20130101; H04M 3/38 20130101; H04Q
3/54591 20130101; H04Q 3/54533 20130101; H04Q 2213/1309 20130101;
G07C 15/005 20130101; H04M 3/36 20130101; G07C 11/00 20130101; H04Q
3/5455 20130101; H04M 3/46 20130101; H04Q 2213/13173 20130101; H04Q
2213/1328 20130101; A63F 2003/086 20130101; H04Q 2213/1337
20130101; H04M 3/5166 20130101; H04Q 2213/13091 20130101; H04Q
2213/13107 20130101; H04Q 2213/1316 20130101 |
Class at
Publication: |
379/93.12 ;
379/93.09; 379/93.06 |
International
Class: |
H04M 011/00 |
Claims
What is claimed is:
1. A voice-data control system for use with a communication
facility including remote terminals for individual callers, wherein
said remote terminals may comprise a conventional telephone
instrument including voice communication means for providing audio
response signals and digital input means for providing digital
response signals, said control system comprising: cue means for
cueing select ones of said terminals to prompt selective actuation
of said voice communication means and said digital input means to
provide responsive signals; status means to selectively
identify-response signals from each select terminal as digital
control signals, digital data signals or audio signals; memory
means for storing individual caller data; means for addressing
individual caller data from said memory means in response to
digital signals from said digital input means; means for storing
digital data signals from said digital input means as additional
individual caller data; control means for actuating said cue means
and said status means to cue and identify audio signals, operation
of said control means being conditioned on the failure of said
means for addressing individual caller data to provide signals
representative of caller data from said memory means; and means for
storing said audio signals representative of caller data in said
memory means responsive to cueing by said cue means.
2. A system according to claim 1 further including interface
processor means for receiving said audio signals representative of
caller data and said digital signals for processing.
3. A system according to claim 2 wherein said interface processor
includes means to isolate a subset of said callers.
4. A system according to claim 1 further including consumable key
test means to qualify callers with respect to limited use.
5. A system according to claim 1 wherein said communication
facility provides automatic number identification (ANI) signals and
said status means selectively identifies said automatic number
identification signals as digital control signals or digital data
signals.
6. A system according to claim 5 further including consumable key
test means to qualify callers with respect to limited use and
wherein said callers are identified by said automatic number
identification (ANI) signals.
7. A voice-data control system for use with a communication
facility including remote terminals for individual callers, wherein
said remote terminals may comprise a conventional telephone
instrument including voice communication means for providing audio
response signals and digital input means for providing digital
response signals, said control system comprising: cue means for
cueing select ones of said terminals to prompt selective actuation
of said voice communication means and said digital input means to
provide response signals; status means to selectively identify
responsive signals from each select terminal as digital control
signals, digital data signals or audio signals; control means
implementing a stored program to control said cue means and said
status means in accordance with said program and said digital
control signals to prompt the provision of responsive signals from
each select terminal in accordance with said status means; means
for storing responsive signals from said select terminals including
digital data signals and audio signals as selectively identified by
said status means; and means for processing said digital signals to
isolate a subset of said callers.
8. A system according to claim 7 further including consumable key
test means to qualify callers with respect to limited use.
9. A system according to claim 7 wherein said means for processing
includes interface processor means for receiving said audio signals
representative of caller data and said digital signals for
processing.
10. A system according to claim 7 further including a plurality of
audio response units for interfacing said means for processing to
said communication facility.
11. A system according to claim 7 wherein said communication
facility provides automatic number identification (ANI) signals and
said status means selectively identifies said automatic number
identification signals as digital control signals or digital data
signals.
12. A voice-data control system for use with a communication
facility including remote terminals for individual callers, wherein
said remote terminals may comprise a conventional telephone
instrument including voice communication means for providing audio
response signals and digital input means for providing digital
response signals, said control system comprising: cue means for
cueing select ones of said terminals to prompt selective actuation
of said voice communication means and said digital input means to
provide responsive signals; status means to selectively identify
responsive signals from each select terminal as digital control
signals, digital data signals or audio signals; control means
implementing a stored program to control said cue means and said
status means in accordance with said program and said digital
control signals to prompt responsive signals from each select
terminal in accordance with said status means, said program
implementing an interface communication operation; and means for
selectively storing responsive signals from said select terminals
including digital data signals and audio signals as selectively
identified by said status means to indicate identification data and
process data provided by said callers.
13. A system according to claim 12 wherein said means for storing
signals stores signals representative of billing information.
14. A system according to claim 13 wherein said control means
further implements inventory means to account for items.
15. A system according to claim 14 wherein said inventory means
includes an inventory record of said items.
16. A system according to claim 12 wherein said communication
facility provides automatic number identification (ANI) signals and
said status means selectively identifies said automatic number
identification signals as digital control signals or digital data
signals.
17. A voice-data control system for use with a communication
facility including remote terminals for individual callers, wherein
said remote terminals may comprise a conventional telephone
instrument including voice communication means for providing audio
signals and digital input means for providing digital response
signals, said control system comprising: cue means for cueing
select ones of said terminals to prompt selective operation of said
voice communication means and said digital input means at said
terminals to provide responsive signals; status means to
selectively indicate responsive signals from each select terminal
as digital control signals, digital data signals or audio signals;
control means for receiving said digital control signals for
actuating said cue means and said status means to cue and identify
responsive signals in relation to the operation selectively
prompted by said cue means; and means for storing and retrieving
individual caller data, including said audio signals for
reproducing audio caller voice data at a remote terminal.
18. A system according to claim 17 further including a plurality of
audio response units for interfacing said means for processing to
said communication facility.
19. A system according to claim 17 further including consumable key
test means to qualify callers with respect to limited use.
20. A system according to claim 17 wherein said communication
facility provides automatic number identification (ANI) signals and
said status means selectively identifies said automatic number
identification signals as digital control signals or digital data
signals.
21. A voice-data control system for use with a communication
facility including remote terminals for individual callers, wherein
said remote terminals may comprise a conventional telephone
instrument including voice communication means for providing audio
signals and digital input means for providing digital response
signals, said control system comprising: cue means for cueing
select ones of said terminals to prompt selective operation of said
voice communication means and said digital input means at said
terminals to provide responsive signals; status means to
selectively indicate responsive signals from each select terminal
as digital control signals, digital data signals or audio signals;
test means for testing caller identification data for approval;
control means for receiving said digital control signals including
automatic number identification (ANI) signals to actuate, said test
means, said cue means and said status means in accordance with a
predetermined program; and means for storing individual caller data
as received under control of said control means implementing said
program.
Description
[0001] This is a continuation-in-part of application Ser. No.
481,403 filed Feb. 20, 1990 and entitled "Voice-Data Telephonic
Control System" which was a continuation-in-part of application
Ser. No. 312,792 filed Feb. 21, 1989 and entitled "Voice-Data
Telephonic Control System" which was a continuation-in-part of
application Ser. No. 194,258 filed May 16, 1988 and entitled
"Telephonic-Interface Statistical Analysis System", issued Jul. 4,
1989 as U.S. Pat. No. 4,845,739, which was a continuation-in-part
of application Ser. No. 018,244 filed Feb. 24, 1987 and entitled
"Statistical Analysis System For Use With Public Communication
Facility", issued Dec. 20, 1988 as U.S. Pat. No. 4,792,968, which
was a continuation-in-part of application Ser. No. 753,299 filed
Jul. 10, 1985 and entitled "Statistical Analysis System For Use
With Public Communication Facility", now abandoned.
BACKGROUND AND SUMMARY OF THE INVENTION
[0002] As the use of computer techniques has steadily grown,
related telephonic communication techniques also have expanded. In
that regard, telephone systems have been developed for effectively
transmitting digital data in forms commonly utilized by computer
apparatus. At a more personal level, the traditional push buttons
of telephone instruments have been utilized to provide digital
signals at a remote location for both data and control functions.
Consequently, various operations have been performed.
[0003] In the typical operation of a telephone instrument as a
digital input device, voice messages prompt callers to provide data
and control signals by actuating the alphanumeric buttons of a
conventional telephone. Detailed forms of such systems have been
proposed in association with computers to provide various services,
and one such system is disclosed in U.S. Pat. No. 4,792,968 issued
Dec. 20, 1988, to Ronald A. Katz from an application Ser. No.
07/018,244 filed Feb. 24, 1987.
[0004] Although traditional systems for interfacing an individual
person at a telephone terminal with a computer or data processor
have been effective, such systems have been somewhat limited in
application. In general, the present invention is based on
recognizing the need in such systems to accommodate voice signals
as to provide recorded audio data, as for subsequent use.
Accordingly, the system of the present invention accommodates a
caller to identify digital control signals, digital data signals
and audio signals, all in an organized format as to accomplish a
record for subsequent processing or use.
[0005] To consider a specific example, systems have been proposed
in the past for interfacing individual telephone terminals with
computers, as for sales applications. Individual callers might dial
to accomplish a computer interface, then provide ordering data by
actuating the telephone terminal buttons to specify goods or
services. One such system is disclosed in a co-pending related
patent application entitled "Telephone Interface Statistical
Analysis System", filed May 16, 1988, and bearing a Ser. No.
07/194,258 (now U.S. Pat. No. 4,845,739) and a related prior
application, now U.S. Pat. No. 4,792,968. In the use of such
systems, the need is recognized for improved capability regarding
audio data.
[0006] In general, the present invention comprises a telephone
computer interface system accommodating digital and vocal
telephonic communication, the system being expanded to accommodate
and flag audio data distinct from digital data. In using the
disclosed system, either outbound or inbound calling operations
attain an interface with a central data processing system.
Depending on the course of communication during the interface,
various states are implemented for the central system to receive
and identify: digital control signals, digital data signals and
audio or voice signals. Somewhat conventional operation may involve
automated vocal communications to cue the caller and keypad digital
communications from the caller. Generally, data received from the
caller is set in memory for subsequent use or processing. The data
may be addressed as to cue a remote terminal or to isolate a set or
subset. Callers may be qualified by automatic number identification
(ANI) signals checked against an assigned consumable key number.
Thus, the system accommodates flexible control and data
accumulation (including cued audio) to accommodate any of various
specific interface applications or formats.
BRIEF DESCRIPTION OF THE DRAWINGS
[0007] In the drawings, which constitute a part of this
specification, an exemplary embodiment exhibiting various
objectives and features hereof is set forth. Specifically:
[0008] FIG. 1 is a block diagram of a system constructed in
accordance with the present invention;
[0009] FIG. 2 is a block and schematic diagram of a component in
the system of FIG. 1; and
[0010] FIG. 3 is a flow diagram illustrating the operating process
of the structure represented in FIG. 2.
DESCRIPTION OF THE ILLUSTRATIVE EMBODIMENT
[0011] As required, a detailed illustrative embodiment of the
present invention is disclosed herein. However, physical
communication systems, data formats and operating structures in
accordance with the present invention may be embodied in a wide
variety of forms, some of which may be quite different from those
of the disclosed embodiment. Consequently, the specific structural
and functional details disclosed herein are merely representative;
yet in that regard, they are deemed to afford the best embodiment
for purposes of disclosure and to provide a basis for the claims
herein which define the scope of the present invention.
[0012] Referring initially to FIG. 1, a series of remote terminals
T1-Tn (telephone instruments) are represented (left). The terminals
T1-Tn may be similar and accordingly only the terminal T1 is shown
in any detail. The indicated terminals T1-Tn represent the
multitude of telephone terminals existing in association with a
communication facility CO which may comprise a comprehensive public
telephone network.
[0013] The communication facility CO, accommodating the individual
terminals T1-Tn, is coupled to a central processing station CS
generally indicated by a dashed-line block. Within the station CS
as illustrated, processors are provided to interface the terminals
T1-Tn so as to accomplish a desired operating format, and
accordingly accumulate data relating to individual callers.
[0014] Calls to and from the terminals T1-Tn are individually
processed in accordance with a specific format to accomplish a data
cell or packet. For example, the objective of a call may be to
order an item of merchandise to implement a mail-order operation.
Similarly, a service may be specified and ordered. Accordingly, the
interface accomplishes data as a cell for processing the order. In
other exemplary formats, the system may function for public polls,
lotteries, auctions, promotions and games.
[0015] At any instant of time, the collective interface involving
the communication system CO and the processing station CS may
involve several thousand calls. Accordingly, the station CS may
take the form of a sizeable computer or mainframe capable of
simultaneously controlling smaller units or directly operating to
process many calls involving individual interfaces. Although
numerous possible configurations are available, for purposes of
explanation, the central station CS of the disclosed embodiment
includes a control unit functioning with a plurality of audio
response units and associated individual processors and attended
terminals.
[0016] Essentially, the system of the present invention accumulates
data from the remote terminals T1-Tn in cells, which data may
include audio data and digital data (numerical) flagged or
otherwise distinguished for subsequent expedient processing.
Accordingly, the system enables a person at a terminal (T1-Tn) to
provide data in both audio and digital forms. For audio
transmissions, the person utilizes the telephone handpiece
(microphone) while for digital communications, the person utilizes
the telephone push buttons (keypad).
[0017] Considering the exemplary telephone terminal T1 of FIG. 1 in
greater detail, a handpiece 10 (microphone and earphone) is shown
along with a panel 12 provided with a rectangular array of
individual push buttons 14 in a conventional configuration. Of
course, the handpiece 10 accommodates analog signals while the
panel 12 is a digital apparatus. As disclosed in detail below, a
person is informed or cued through the handpiece 10 (earphone) to
provide data in accordance with a specific format. In accordance
herewith, the person may provide signals utilizing either the
buttons 14 or the handpiece 10 (microphone).
[0018] In conventional telephone structures, alphabetic and numeric
designations are provided on the buttons 14. For example, several
of the buttons 14 carry three letters along with a decimal digit.
Specifically, the button designated with the numeral "2" also
carries the letters "A", "B" and "C". Thus, the buttons 14
encompass: the numerals "0-9", the symbols "*" and "#" and the
alphabet except for the letters "Q" and "Z".
[0019] At this stage, some specific aspects of the communication
interface are noteworthy. Essentially, by telephonic dialing, the
communication facility CO is coupled selectively to certain of the
terminals T1-Tn through audio response units AR1-ARn. For example,
as a result of dialing a specific telephone number at one of the
remote terminal units T1-Tn, the communication facility CO couples
the actuated terminal through one line of several sets of lines
LS1-LSn to one of the audio response units AR1-ARn. Note that
automatic call distributors may be utilized as well known in the
art.
[0020] From the audio response units AR1-ARn, incoming lines 20 are
received through a coupler 22 for communication with individual
interface format processors IP1-IPn. Note that the interface
processors IP1-IPn are illustrated as separate and distinct units;
however, as mentioned above, it is to be recognized that various
structural processing combinations may be used, based on time
sharing, parallel processing, compiler techniques, bus technologies
and other well known computer techniques to accomplish the
objective processing as explained in detail below. In some
instances, certain of the structure and functions of the processors
IP1-IPn can be variously incorporated in the units AR1-ARn. Of
course, specific arrangements and configurations will likely be
implemented based on available hardware and software
development.
[0021] The coupler 22 is also connected to a master control and
memory unit 24 which is associatively coupled to a look-up table
25, a consumable key limit unit 27, a subset counter 29 and through
a crossbar 26 to each of the processors IP1-IPn. Note that both the
function and structure of crossbars for selectively interconnecting
multiple parallel structures are well known in the computer arts.
For a detailed description of crossbars, see the book,
"High-Performance Computer Architecture" by Harold S. Stone,
published by Addison-Wesley Publishing Company, 1987.
[0022] The coupler 22 essentially functions as a switch as well
known in the prior art to establish line couplings from one line of
an audio response unit (AR1-ARn) to one of the interface processors
IP1-IPn. The operation of the coupler 22 is implemented in
association with the control unit 24 which may be programmed to
execute control and memory functions as detailed below. Again, the
division of functions between the unit 24, the units AR1-ARn and
the processors IP1-IPn may vary considerably depending on available
structures and techniques. The disclosed system is merely exemplary
in that regard.
[0023] Generally, in a sales format, the interface processors
IP1-IPn receive basic record data from the unit 24 and order data
from the terminals T1-Tn. In a multiple format configuration,
program data may be stored in the processors IP1-IPn or supplied
from the unit 24. In any event, in accordance with a program or
format, a packet of data is collected in a processor IP1-IPn during
an interface. After being organized in a cell and flagged, the data
packet is returned from an interface processor IP1-IPn to the unit
24 for subsequent use or processing. For outbound operation, the
unit 24 functions as an automatic dialer to attain desired
connections through the units AR1-ARn in accordance with stored
telephone numbers.
[0024] Again, considering a sales format, typically individual data
cells or packets of data are organized and returned to the unit 24
for processing which ultimately involves performing a service or
instructions for shipping merchandise and billing. In some formats,
during the course of interfaces with certain callers, the need may
arise for person-to-person oral communication. In accordance
herewith, to accommodate that need, the interface processors
IP1-IPn may be individually associated through a coupler 30 with an
attended terminal AT1-ATn. For processing operations as mentioned
above, the terminals AT1-ATn may be connected through a coupling
unit 31 to an off-line processor 33, also connected to the control
and memory unit 24.
[0025] Recapitulating to some extent, the general operation of the
system of FIG. 1 involves the development and maintenance of
individual data packets or cells drawn from the unit 24 to the
individual processors IP1-IPn during interface communications with
individual remote terminals T1-Tn. In the exemplary format as
treated below, each data cell manifests a merchandise order
identifying specific goods, a specific customer, a shipping
destination and other related data. In accordance herewith, data in
individual cells may include flagged audio data. In any event, the
operation of the system involves the organized accumulation of
mail-order data (some of which may be audio) in the unit 24
addressable for subsequent use by the processor 33, as to implement
billing and delivery of services or merchandise.
[0026] As explained in detail below, the data cells (manifesting
individual orders) are developed in the individual processors
IP1-IPn. Structural details of an exemplary processor are shown in
FIG. 2 and will now be considered. A cell register 34 (FIG. 2,
center) is divided into fields to illustrate an exemplary data
format. Specifically, the cell register 34 defines several separate
fields for data components manifesting an exemplary order. Record
data for some of the fields may reside in the master control and
memory unit 24 (FIG. 1) before the occurrence of any telephone
interface. However, other fields are loaded or modified during the
period of the interface with a caller at one of the remote
terminals T1-Tn providing elements of the data.
[0027] Generally, variously accumulated record data is initially
loaded into the cell register 34 from the control and memory unit
24 (FIG. 1) through a bus 36 (FIG. 2, right center) that is
connected through the crossbar 26 (FIG. 1) to the unit 24. The same
bus 36 accommodates movement of a completed or modified data cell
to memory (in the unit 24).
[0028] As suggested above, some fields in the cell register 34, as
those pertaining to a specific merchandise order, are always loaded
by data resulting from the interface and received through a two-way
line 38 (FIG. 2, upper left). That is, a caller is steered through
the interface interval, being prompted or cued to provide responses
selectively in the form of: (1) digital control signals, (2)
digital data signals or (3) audio signals. Also, in certain
applications digital ANI telephone signals may be received through
the line 38 indicating the telephone dialing number of the caller.
Specifically, ANI (automatic number identification) signals may be
provided from the communication facility CO (FIG. 1) automatically
indicating the telephone number for the calling terminal T1-Tn. The
ANI signals may be treated either as control or data signals on
being received through an audio response unit (AR1-ARn, FIG. 1),
the coupler 22 and the line 38 (FIG. 2).
[0029] Generally, control signals in the line 38 are utilized for
the controlled registration of digital data signals and audio
signals as appropriate to each specific interface. Of course, the
data and audio signals also are received through the line 38.
[0030] For convenience of illustration and explanation, the line
38, connected to the coupler 22 (FIG. 1) is shown to include two
separate communication paths, specifically an outgoing path 40
(FIG. 2) and an incoming path 42. of course in practice, the two
paths would comprise a common two-way or bidirectional line. For
outbound calls, the master control and memory unit 24 (FIG. 1)
supplies dialing signals through the coupler 22 and a unit
(AR1-ARn) to the facility CO. As indicated above, an automatic
dialer structure is incorporated as well known in the art. On
completion of a connection to a terminal T1-Tn, the unit 24
actuates a processor IP1-IPn through the crossbar 26. Thus, an
addressed data packet is used to advise, inform or cue a person at
a connected remote terminal (T1-Tn). In some cases, for example
inbound calls, an audio response unit AR1-ARn may perform some
preliminary operations, after which calls are referred to a
processor IP1-IPn through the coupler. Usually, coupling a remote
terminal T1-Tn to a processor IP1-IPn initiates an interface
format.
[0031] During an interface operation, as with the processor IP1 for
example, the connection through the coupler 22 and the audio
response unit AR1-ARn remains active. For example, the outgoing
communication path 40 (FIG. 2) is provided with voice signals from
a voice generator 44 that is in turn controlled by a processor
controller 46. Generally, the controller 46 may possess some
substantial computing capability along with storage. Accordingly,
it responds to an operating program as disclosed in detail below to
accomplish an interface format.
[0032] The outgoing communication path 40 of the line 38 also is
connected to one of the attended terminals AT1-ATn. The signal
route in FIG. 2 is to the path 40 either from a line 48 or the
voice generator 44. With respect to the incoming path 42, signals
are provided through a multiplexer 52 to provide various lines L0,
L1, L2 or L3 exclusively active. The line L3 or line 50 is coupled
to an attended terminal AT1-ATn (FIG. 1). As indicated above and
explained in detail below, under various circumstances, signals
from persons at terminals are variously transferred, including
transfer to an attended terminal (AT1-ATn, FIG. 1). Thus, the
status of an interface may vary, one status or state designating an
interconnection of one of the remote terminals T1-Tn with an
attended terminal, that is, one of the terminals AT1-ATn.
[0033] The status of an interface with a caller is indicated by a
status register 56 (FIG. 2, upper right) which is controlled by the
process controller 46 and in turn controls the multiplexer 52. The
status register 56 basically comprises a two-bit counter capable of
indicating four states to control the lines L0-L3 from the
multiplexer 52, as indicated below.
1 Active State Operation Multiplexer Line "0" Cue data signals
(digital) L0 "1" Cue control signals (digital) L1 "2" Cue audio
signals L2 "3" Actuate live interface L3
[0034] The states "0", "1" and "2" indicate operations to prompt
persons to provide signals digitally. Alternatively, any of the
states may be used merely to inform a person where no response is
to be received. As indicated above, in the state "3", the caller
speaks directly with an operator to provide information in an audio
form. The other states accommodate computer interface signals.
Implementing the different states, the multiplexer 52 (controlled
by the status register 56) selectively activates one of the four
lines L0, L1, L2 or L3 to receive a specific class of signals from
the path 42.
[0035] Generally, the control signals received in the line L1 are
applied to actuate the controller 46. The data or information
signals received in the lines L0 and L2 are provided to the cell
register 34 through a gating network 62 (lower left). Several
connections are involved. The line L3 is coupled to an attended
terminal (AT1-ATn, FIG. 1) through a line 50.
[0036] The line L0 (digital data) is connected to the controller 46
and to a movable contact 64 of the gating network 62. The line L1
is connected only to the controller 46. The line L2 (audio) is
connected through an audio processor 60 to the controller 46 and to
the movable contact 64.
[0037] The gating network 62 is illustrated in an electromechanical
form for ease of explanation with the movable contact 64
displaceable to engage each of the stationary contacts C1-C11 in
sequence. However, in an actual embodiment, a well known analogous
solid-state configuration would be employed.
[0038] In accordance with the symbolic representation of the gating
network 62, the movable contact 64 is driven by a gate control 66
to sequentially encounter stationary contacts C1-C11 which are
coupled to fields of the register 34. A mechanical drive connection
is indicated by a dashed line 67, the gate control 66 being
actuated by the process controller 46 as described in detail below.
Somewhat more specifically, the operations directed by the
controller 46 are illustrated in FIG. 3 and will now be considered
in detail.
[0039] The flow diagram of FIG. 3 implements an exemplary
mail-order format for a sales organization with existing "local"
customers of record (identified by telephone number, credit card
number, etc.) acceptable for credit transactions. To pursue an
example, customers are provided with a "special" catalog from which
a single order may be placed for each telephone terminal. Thus,
customers are assigned a consumable key of "one" to accordingly
limit ordering.
[0040] Calls from customers are coupled through an audio response
unit, e.g. unit AR1 (FIG. 1) and the coupler 22 to the master
control unit 24. In one format, the customer is recognized by a
telephone number manifest by automatic number-identification (ANI)
signals. Customer data is fetched to the consumable key limit unit
27 based on the calling telephone number. The call is then tested
to proceed conditionally on the key not being previously used or
consumed. The test is illustrated by a block 77 (FIG. 3) and is
executed by the unit 27 with reference to a field 81 of the data
packet as shown in the register 34 (FIG. 2). If there has been a
previous call, the instant call is-terminated as indicated.
Otherwise, the data cell is fetched from the unit 24 to a cell
register, e.g. register 34 (FIG. 2). The operation is indicated by
the block 79 (FIG. 3). Thus, calls to a specific format number are
limited to "one". Of course, consumable keys may be set to
accomplish any desired limitation with respect to a specific
format. Format interface operation follows approval of a call.
[0041] At the beginning of an interface operation, the processor
involved, e.g. processor IP1 (FIG. 2) is set to state "0" as
indicated by the block 80 (FIG. 3). That state, also indicated by
the status register 56 (FIG. 2) controls the processor 46 so that a
caller is cued for digital data signals to be formed by use of the
buttons 14 at the caller's remote terminal. Specifically, the
caller might be cued: "Please indicate your first item by keying in
the three-digit catalog number." The audio is reproduced at the
terminal.
[0042] As will be described in detail below, identification for an
item is stored in a field 82 (FIG. 2) of the cell register 34.
Similarly, color, size and code data for selected items are cued
and stored in a field 84. Of course, other items may be ordered
with the consequence that they are recorded in further of the
fields 82 and 84 of the cell register 34. The operation also is
represented by the block 86 in FIG. 3 and might be cued: "Please
indicate your next item or push button `3` to indicate you are
finished."
[0043] At the conclusion of the item ordering, the system sets
state "1" (cue control) in the status register 56 (FIG. 2) as
indicated by block 88 (FIG. 3). Note that the state "1" also may be
attained by a period of silence from the caller. In any event, the
subsequent operation involves a junction, as indicated by the block
90, a determination to be made by whether or not the caller is a
customer of record, e.g. "local account?" As an example, the caller
might be cued: "If you have a local account, please push button
`1`; if not, please push button `2`." The resulting digital control
signals set the course for subsequent operations as implemented by
the controller 46. Of course, the indication may be confirmed or
originated from the data packet.
[0044] If a caller has a local account, for example, implying that
the caller's address is in the data packet, the system status is
reset to state "0" (cue data) as indicated by block 92. In that
event, the system resumes the accumulation of non-vocal digital
data by cueing for the card number as indicated by the block 94.
Note that with the indication of a local account, a designating
code (customer I.D. number) is set in the field 98 of the cell
register. Concurrently, the expiration date for the customer's
account or card is stored in the field 150. These operations are
indicated by the block 100 (FIG. 3).
[0045] Pursuing the example, the system is again set in state "1"
to cue for control signals as indicated by the block 104 (FIG. 3).
Specifically, as indicated by a junction block 104, a search is
made for the customer's identification number. If the number is
found, another control signal is cued. Specifically, as indicated
by the block 106, the customer's address is verified. If the proper
address is confirmed to be registered for the customer, the record
is completed as indicated by the block 108. This operation,
performed by the unit 46, may involve inventory verification or
other internal operations as described in detail below.
[0046] Next, the system operation progresses-to an internal
decision block 110 to test whether or not audio data has been
received. Essentially, the audio test simply queries whether or not
the status register 56 has been set to manifest the existence of
the states "2" or "3" to enter audio data. Control in that regard
is by the controller 46 (FIG. 2).
[0047] In the example as treated to this point, neither states "2"
nor "3" has occurred. However, depending on the determination, a
field 112 (FIG. 2) of the cell register 34 is set with one of the
two possibilities. If audio data had been entered, the block 114
would indicate a class designation of binary "1" in the field 112.
Conversely, a class representative "0" is entered in the field 112
for orders involving no audio data. The operation next proceeds to
record the loaded cell in memory as indicated by the block 116.
[0048] The operation as outlined to this point has covered routine
orders, i.e. customers with local accounts placing orders that can
be processed entirely on the basis of digital control signals and
digital data signals (no audio) entered digitally as outlined
above. The accommodation of other orders-involving audio
communication will now be considered.
[0049] Generally, audio operations involve either the introduction
of a person-to-person interface, as for example for a new customer,
or audio signal interface, as for example to record a new address
for an existing customer. During any format operation, these
operations may be actuated variously in combination with digital
data control and recording. Such operations may involve proceeding
through a block 118 (FIG. 3, upper left); however, other
possibilities exist. One such possibility occurs when a caller
indicates that his record address is not correct. Specifically in
that regard, the junction block 106 (FIG. 3, right center) queries
"verify address?" The cue or prompt might take the form: "According
to our records, you are Mr. John Henry with a billing and shipping
address of 10 Beverly, Los Angeles, Calif." A "no" response results
in another test as indicated by the block 120 questioning whether
or not the present situation is merely a case of an altered
address. If so, the system proceeds from a "yes" determination of
the block 120 to obtain an audio record of the new address. As
indicated by the block 122, state "2" is set and the caller is cued
to state his new address as indicated by the block 124. The address
is processed by the audio processor 60 (FIG. 2) and stored as audio
data as indicated by the block 126 (FIG. 3). The operation then
proceeds on the basis of a complete record as indicated by the
block 108. Note that in this instance audio data is registered in
the cell 34 (FIG. 2) specifically in voice fields 126 with the
status register 56 (FIG. 2, upper left) indicating state "2".
Consequently, the junction block 110 (FIG. 3, lower right)
indicates the presence of audio data with the result that the cell
register 34 stores a class "1" bit to indicate the order data
includes audio data.
[0050] Returning to the block 118 (FIG. 3, upper left) the
operation for the case of a complex address change involves setting
the operating state "3", i.e. actuating a live interface. Other
patterns also may lead to that operating sequence. For example, as
suggested above, patterns for a line operator interface may include
a non-local account or failure to locate account data. Also,
throughout the interval of an interface, a caller may prompt a
direct personal contact simply by depressing the telephone button
designated "*". Accordingly, as indicated in FIG. 3 at block 118,
the occurrence of an asterisk signal (*) sets state "3" with
operation proceeding from block 118 to activate a live interface as
indicated by the block 128. The controller also may initiate state
"3" as when meaningless data is received.
[0051] It is noteworthy that in an operating system, at any
specific time, the demand for operators may exceed the number of
operators. In that event, callers who cannot be accommodated are
cued to punch in their telephone numbers and/or other data, and/or
record via audio or numeric signals such data as to return calls
when operators are available. The logic of such an operation is
embodied in the block 128, "actuate live interface".
[0052] When a live interface is actuated involuntarily for a caller
in accordance with the system as described, an incentive is offered
to keep the caller on the line. Specifically, the operation
involves the step represented by the block 118 (FIG. 3) "set state
`3`" and the counter 29 (FIG. 1, upper right). The master control
unit 24 might actuate the unit AR1 to produce an audio message at
the terminal T1 as follows: "You are being transferred to a live
operator. Please stay on the line as you may win a valuable prize."
Immediately, the unit 24 increments the counter 29. If a specified
count is attained, e.g. "1000", the caller is awarded a
premium.
[0053] In the example, if the caller is the thousandth to be
transferred, the unit 24 actuates the unit AR1 to produce an
announcement: "You have won a $100 credit for your next order.
Please stand by."
[0054] If the caller is not the one-thousandth to be transferred,
as the transfer is made, the caller is informed: "Sorry, no winner,
but here is our operator." Essentially, transferred calls are a
subset of callers, involuntarily transferred calls are a sub-subset
and winners are still another subset.
[0055] Once an operator contact has been established several
possibilities exist. One possibility is that the operator completes
the contents of the cell register 34 (FIG. 2) without audio data.
Essentially, an operator, active at one of the attended terminals,
e.g. terminal AT1 (FIG. 1) has direct control of the cell register
34 (through the controller 46, FIG. 2) along with a data display
and may be able to enter digital data manifesting the order. That
possibility is indicated by the junction block 130 (FIG. 2),
"digital data complete?"
[0056] If the data can be completed without audio record signals,
the system operation proceeds to the block 108 (record complete).
If the order record is not completed void of audio data, operation
proceeds in state "3". Again, under control of a live operator, the
system may follow different paths to produce an ultimate
determination of whether or not the audio data provides a complete
order as indicated by the decision block 134. In that regard, an
operator may perfect an order record on the basis of a bank credit
card or a new customer accommodation. In any event, if an order is
not completed, the operation simply terminates as indicated by the
block 136. Conversely, a completed order returns operation to block
108 indicating the record is complete.
[0057] Exemplary operating patterns of interfaces are treated in
detail below; however, after addressing individual caller data, the
disclosed embodiment reproduces audio messages at the connected
remote terminal. As the interface proceeds, the system cues a
remote terminal, as with voice instructions to prompt: (1) digital
control signals, (2) digital data signals and (3) audio signals for
digital recording. Depending on the control signals, and the
format, various patterns are selected with the objective of
completing data in the cell register for subsequently processing
the individual order. Of course, the processing generally includes
data for shipping merchandise and billing the customer.
[0058] Consider now a detailed exemplary operation with the
attendant operations in the structures of FIGS. 1 and 2 to
accomplish the process as illustrated in FIG. 3. Preliminarily,
assume the system is programmed to process orders from XYZ COMPANY
for items of merchandise identified to customers as from catalog,
newspaper or other advertising. Established customers of the XYZ
COMPANY are identified by customer number, telephone number, name
and address in the master control and memory unit 24 (FIG. 1).
Assume initially that such a customer actuates the telephone
terminal T1 to accomplish an interface through: the communication
system CO, one of the audio response units AR1-ARn and the coupler
22 with one of the interface format processors IP1-IPn.
[0059] Note that the initial phase of an inbound call may be
variously implemented. For example, call signals provided to an
audio response unit AR1-ARn may include representations of the
caller's number and accordingly access a file on the caller. In
accordance with automated number identification equipment
designated ANI embodied in the communication facility CO, the
caller's number may be provided in a digital form. The master
control and memory unit 24 then accesses the caller's cell
accordingly to address individual caller data. As described above,
the data may be tested before transfer to the cell register 34 with
the interface being conditioned on the test. That is, as indicated
above, a customer may be limited to a specified number of order
calls with regard to a particular catalog or offer. Thus, the
interface may involve several tests, one of which is preliminary to
setting the addressed customer data in the register 34. An example
will illustrate.
[0060] An offering may be made to potential customers regarding
goods or services in limited amounts. For example, customers might
be offered one or two purchases, but no more. Accordingly, the data
cells for such customers would be set to allow only one or two
purchases as specified. Specifically, for example, the field 81
(key number) for each potential customer key number would be set at
"one". Upon the occurrence of a call by a customer, an individual
associated data cell would be addressed using the caller's
telephone number provided by automatic number identification (ANI)
equipment. From within the master control and memory unit 24, the
field 81 (key number) of the cell would be checked by the
consumable key limit unit 27. If the consumable key number had been
reduced to "zero" or incremented to "one" as programmed to indicate
a previous call, the call would be rejected by the active audio
response unit AR1-ARn. Otherwise, the call would be accepted and
the consumable key number would be incremented or decremented by
the unit 27.
[0061] With the acceptance of the call, the data cell would be set
in a cell register of a selected interface format processor, e.g.
processor IP1, register 34 (FIG. 2). The direct interface would
then proceed.
[0062] Recognizing the various possibilities, assume that at the
outset of the direct interface, the voice generator 44 (FIG. 2,
upper left) is actuated by the process controller 46 to greet the
caller. For example, the voice generator 44 might cue the caller as
follows: "Thank you for calling XYZ COMPANY telephone merchandise
service. Please push three buttons on your telephone to identify
your first item by catalog number."
[0063] Signals representative of three decimal digits identifying
an item are supplied from the line 42 (FIG. 2, upper left) to the
multiplexer 52. As the status register 56 is in the "0" state, the
signals pass from the multiplexer 52 through the moving contact 64
and the stationary contact C1 to be registered in field 82,
"item".
[0064] In the illustrative format, the customer next is prompted to
digitally enter data indicating choices of color, size, special
code and so on. For receiving such data, the gate control 66
actuates the gating network 62 in synchronism with the cue to the
second position so that the item data is provided through the
contact C2 to the field 84. Following a similar pattern, the caller
may identify several item designations which are registered in the
item fields 82 and 84 of the cell register 34. Note that items are
checked in relation to inventory by the controller 46 acting
through the unit 24 (FIG. 1) and the associated inventory look-up
table 25.
[0065] When the caller indicates entry of the last item (as by an
interval of silence or a signal) the voice generator 44 is actuated
by the controller 46 to complete the interface as predetermined. In
one format, the process controller 46 has the caller's telephone
number from an ANI communication from the facility CO which
addressed the caller's data record. Various information then may be
confirmed or supplemented in the register 34. Note that the system
as disclosed is adaptable to accommodate: first-time callers,
callers of record and callers with out-dated records. Various
payment arrangements for goods or services also are available.
[0066] As an alternative, consider a format using a customer's
credit card number to access the file. Initially, the operation of
the controller is to cue for the method of payment. Specifically,
for example, the caller might be cued: "If you wish this order
billed to your XYZ COMPANY credit card, please push `1`. Otherwise,
push `2`." Accordingly, with a credit card confirmation, the
process controller 46 sets the card type in the field 96 advancing
the process of FIG. 3 to proceed from the decision block 90.
[0067] Assuming the caller possesses a credit card of XYZ COMPANY,
the voice generator 44 (FIG. 2) states a request (cues) for the
number. For example: "Please use your telephone buttons to key in
your card number." In synchronism with the cue, the gating network
62 and the status register 56 are set. Accordingly, signals
representative of the digits forming the card number are received
through the line 42 (FIG. 2, upper left), the multiplexer 52 and
the line L0 to the gating network 62 (lower left). As the gate
control 66 is set by the process controller 46, the movable contact
64 dwells on the stationary contact C4, and the customer's number
is stored in the field 98.
[0068] As an alternative to the caller's telephone number for
addressing individual data, the customer's number may be utilized.
In either event, individual data cells are addressed for record
data to load other fields, e.g. fields 150, 152, 154, etc.
Generally, if a record for the customer's card is located in the
unit 24 (FIG. 1), the information is returned via the bus 36 (FIG.
2, right center) and registered in the cell register 34.
Alternatively, the data may be confirmed by the caller and entered
through the gating network 62.
[0069] In the disclosed embodiment, the data includes the
expiration date of the card placed in field 150, the customer's
telephone number set in field 152 and the customer's name and
address set in the field 154. The telephone number may be useful if
a live interface is prompted or, as indicated above, it may be used
as an address to locate a particular file or data.
[0070] Considering the stage-by-stage confirming operation, the
location of a customer's record prompts the controller 46 (FIG. 2)
to actuate the gate control 66 setting the movable contact 64 to
dwell in sequence at the contacts C5, C6 and C7. With confirmation,
the customer's card expiration date, telephone number and address
are supplied to the fields 150, 152 and 154. For example, the
customer's address is supplied from the controller 46 to the voice
generator 44. Consequently, as indicated above, the caller might be
prompted as follows: "According to our records, you are Mr. John
Henry with a billing and shipping address of 10 Beverly, Los
Angeles, Calif. If our information is correct, please push `1`; if
not, please push `2`." This operation is symbolized in FIG. 3 by
the block 106 (right center).
[0071] Of course, the confirmation of a customer can be broken into
even smaller communications if desired. Note that in cueing the
caller for confirmation, the status register 56 is set to manifest
state "1" indicating that control signals are being cued.
Consequently, the response from the caller is passed through the
multiplexer to line L1 and then to the process controller 46.
[0072] If the caller indicates the information is correct, the
process controller 46 supplies the address data of record to the
field 154.
[0073] If there are no voice fields, the controller 46 actuates the
gate control 66 to set the movable contact 64 at the stationary
contact C10. The operation of completing the record then involves
providing an acknowledgement number through the contact C10 to the
field. The acknowledgement number also may be communicated to the
caller by the process controller actuating the voice generator 44.
Specifically, an acknowledgement number is set in the field 156 and
is vocalized to the caller. Of course, as with other data from
storage, it may be confirmed, e.g. "Please repeat your
acknowledgement number." Note that callers in a winning or other
special set or subset may be identified by coded acknowledgement
numbers.
[0074] As the final step in the sequence, the movable contact 64 is
actuated to engage the stationary contact C11 through which the
process controller 46 supplies a signal indicative of binary "0"
manifesting that the order data does not include an audio
component, i.e. the voice fields 126 are blank.
[0075] With the order complete, the contents of the cell register
34 is transferred through the bus 36 to the master control and
memory unit 24. As indicated above, subsequent processing may
involve subsequent operations to: place related calls, fill orders
and bill charges. Specifically for example, referring to FIG. 1,
the manually attended terminals AT1-ATn may be actuated to control
the processor 33 through the coupling unit 31. The processor 33 is
operated in cooperation with the unit 24 to process individual
orders. Note that the audio data stored in cells is flagged for
selection as explained in detail below.
[0076] To illustrate an alternate course in the process as
generally described above, assume that the customer has a valid
credit card record with the XYZ COMPANY; however, the address of
record is incorrect. In processing an interface with such a
customer, the operation would be as described above except that the
junction represented by the block 106 (FIG. 3, right center) would
determine an incorrect address. Consequently, with the system in
state "1", a control signal manifesting an incorrect address is
supplied through the line L1 to the process controller 46 setting
up an alternate operation. Specifically, the next step involves
determining whether the verification failure may be corrected by a
mere change of address as indicated by the block 120 (FIG. 3). To
implement the operation, the process controller 46 (FIG. 2)
actuates the voice generator 44 to cue the caller for control
signals. For example, the cue may be stated: "If it is simply a
matter of correcting or changing your address, please push `1`.
Otherwise, push `2`."
[0077] If the caller actuates the "1" button, a control signal is
provided through the multiplexer 52 and the line L1 to the process
controller 46 indicating a simple address correction. As a result,
the process controller 46 sets the status register 56 to state "2"
(see block 122, FIG. 3). As a consequence, in the system of FIG. 2,
the input path 42 is coupled through the multiplexer 52 to the line
L2 for supplying audio signals to the audio signal processor 60.
Note that during this phase of operation, the process controller 46
actuates the gate controller 66 to set the movable contact 64 at
the stationary contact C8 or C9 for recording audio data in the
voice fields 126.
[0078] In the configuration as described, on cue, the oral
statement of the caller's address is provided as an analog signal
which may be variously transmitted through the communication
facility CO (FIG. 1) to ultimately reach the line 38 (path 42)
(FIG. 2, upper left). From the path 42, the representative analog
signal is supplied through the multiplexer 52 and the line L2 to
the audio signal processor 60 which may variously process the data
and encodes the analog signals in a digital format. Accordingly,
digital signals indicative of the caller's correct address are
registered in the fields 126 of the cell register 34.
[0079] With the proper address stored, the customer's record is
complete in the cell register 34 and the process proceeds to the
operations represented by block 108 (FIG. 3, right center).
Specifically, an acknowledgement number is revealed and stored in
the field 156 of the cell register 34. As audio signals are
involved, the field 112 registers a binary "1" indicative of that
class of data cell (audio).
[0080] Note that data words stored in the cell register 34 may be
variously segregated or processed based on their classification as
registered in the field 112. For example, it may be desirable to
segregate class "1" and class "0" orders for distinct off-line
processing. In that regard, as class "0" orders have no audio data,
they involve somewhat simpler process operations in that no human
action is involved. Conversely, class "1" orders in the disclosed
system are contemplated to involve human processing to convert
spoken words to digital data.
[0081] To pursue another possible course of operation, assume that
prompting or cueing a customer regarding his altered address does
not involve a mere change. That is, assume the decision block 120
(FIG. 3, central) produced a control signal manifesting "no", i.e.
more than a mere change is involved and a live contact interface is
desirable. Upon such an occurrence, state "3" is set as indicated
by the block 118 (FIG. 3). As indicated above, several other
possibilities may set the operation of state "3". In any event, the
status register 56 (FIG. 2) is set by the controller 46 to manifest
state "3". Consequently, the status register 56 controls the
multiplexer 52 actuating communication through the line L3 to the
lines 48 and 50 coupled to one of the attended terminals AT1-ATn
(FIG. 1).
[0082] In the configuration of state "3", the process controller 46
along with the lines 48 and 50 are linked to one of the attended
terminals AT1-ATn enabling an operator to speak directly with a
caller and concurrently set data into the data cell register 34
through the controller 46. Note that the attended terminals AT1-ATn
include a display and, accordingly, the controller 46 cooperatively
drives the display with the cell register to indicate the state of
the interface and the caller's data. Thus, unconventional orders
are processed with the system in state "3" as described above, the
process flowing from the block 118 (FIG. 3, upper left).
[0083] Of course, numerous possibilities exist for completing an
order with an attended terminal. In that regard, the contents and
control of the cell register 34 is by the attended terminal and the
problem may simply be one of communication in which case the order
data may be completed either with or without audio data.
[0084] Recapitulating to some extent, a live interface is prompted
from several situations. One case involves the caller depressing
the "*" button. Also, if the caller does not have credit with the
XYZ COMPANY (not a local account) a live interface is prompted. In
that regard, an alternative credit card as a bank card may be
employed. Accordingly, data is received in either an audio or
non-audio form.
[0085] Consider a bank credit card order with reference to FIG. 2
in which the cell register 34 receives alternate information. In
this situation, the field 96 may store an indication of an
acceptable bank card. Specifically, fields 96, 98 and 150
respectively store a bank card type, the bank card number and the
expiration date. It may be further advisable to store the caller's
telephone number in field 152. The caller's name and address will
be stored; and in that regard, either the field 154 may be utilized
by the operator at an attended terminal or an audio record may be
keyed for storage in one or more fields 126. If the order is
completed by an operator, the system proceeds as explained above
with the final steps of indicating an acknowledgement number and
designating the class of the order. Thereafter, as in other
examples, the contents of the cell register is returned to the
master control and memory unit 24 (FIG. 1) for subsequent
processing. Note, class "1" orders also may be stored, as in a
processor IP1-IPn until completed (without audio data).
[0086] It may be seen that the system accomplishes telephonic
interfaces utilizing various operations in accordance with control
signals prompted by cues from a voice generator. That is, the
system alternately may cue a caller to provide: digital data,
control data or audio data. Concurrent with the cueing operations,
the system assumes a state for compatibly processing responses.
Specifically, if control signals are cued, the system is controlled
accordingly. If data signals are cued, the system registers such
data in either an audio or non-audio format. Furthermore, depending
upon the detailed operation of the system, order data is developed
as in individual cells for subsequent off-line processing.
Individual packets or cells of such data are classified as
disclosed above, and such classifications may be effectively
utilized to segregate or perform various other processing
operations.
[0087] In view of the above description, it will be apparent that
the system of the present invention may be effectively used in
telephonic interfaces to accommodate flexibility and control by a
caller. Although the disclosed embodiment is directed to a sales
operation, it will be apparent that the system may be variously
embodied to accommodate any of a variety of telephonic interface
operations, e.g. poll, game format, information service and so on.
Furthermore, it will be apparent that while the disclosed
embodiment comprises specific elements and configurations, any of a
variety of structure might well be utilized. Accordingly, the scope
hereof is deemed to be as set forth in the claims below.
* * * * *