U.S. patent application number 10/772674 was filed with the patent office on 2004-08-12 for method and system for ordering a telecommunication service.
This patent application is currently assigned to SBC Properties, L.P.. Invention is credited to Dunny, Gregory John, Lipton, Marc Ira.
Application Number | 20040157592 10/772674 |
Document ID | / |
Family ID | 25477958 |
Filed Date | 2004-08-12 |
United States Patent
Application |
20040157592 |
Kind Code |
A1 |
Lipton, Marc Ira ; et
al. |
August 12, 2004 |
Method and system for ordering a telecommunication service
Abstract
A method of providing a session for ordering a telecommunication
service includes receiving a telecommunication call for ordering
the telecommunication service, communicating a prerecorded terms
and conditions message for the telecommunication service to an
individual ordering the telecommunication service, and receiving a
reply message to the terms and conditions message from the
individual. The prerecorded terms and conditions message is
communicated to the individual and the reply message is received
during the telecommunication call. A system for providing the
session is disclosed.
Inventors: |
Lipton, Marc Ira;
(Lincolnshire, IL) ; Dunny, Gregory John; (St.
Charles, IL) |
Correspondence
Address: |
Peter C. Breen
BRINKS HOFER GILSON & LIONE
P.O. BOX 10395
CHICAGO
IL
60610
US
|
Assignee: |
SBC Properties, L.P.
|
Family ID: |
25477958 |
Appl. No.: |
10/772674 |
Filed: |
February 4, 2004 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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10772674 |
Feb 4, 2004 |
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09490018 |
Jan 21, 2000 |
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09490018 |
Jan 21, 2000 |
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08942342 |
Oct 1, 1997 |
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6041104 |
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Current U.S.
Class: |
455/415 ;
455/445 |
Current CPC
Class: |
H04M 3/4228 20130101;
H04M 2215/0108 20130101; H04M 15/00 20130101; H04Q 3/0029 20130101;
H04M 15/745 20130101 |
Class at
Publication: |
455/415 ;
455/445 |
International
Class: |
H04M 003/42; H04Q
007/20 |
Claims
What is claimed is:
1. A method of providing a session for ordering a telecommunication
service, the method comprising the steps of: receiving a
telecommunication call for ordering the telecommunication service;
communicating a prerecorded terms and conditions message for the
telecommunication service to an individual ordering the
telecommunication service, the prerecorded terms and conditions
message communicated to the individual during the telecommunication
call; and receiving a reply message to the terms and conditions
message from the individual, the reply message received during the
telecommunication call.
2. The method of claim 1 wherein the reply message is indicative of
acceptance of the terms and conditions.
3. The method of claim 2 wherein the reply message includes a
dialed message.
4. The method of claim 2 wherein the reply message includes a
spoken message.
5. The method of claim 2 further comprising the step of creating a
record of the session in a database.
6. The method of claim 5 wherein the record includes subscriber
identification information, service identification information, a
time and a date at which the telecommunication service is ordered,
and calling party identification for the telecommunication
call.
7. The method of claim 5 wherein the record includes a recorded
audio representation of at least a portion of the telecommunication
call.
8. The method of claim 2 further comprising the step of
communicating a written confirmation of the terms and conditions to
the individual.
9. The method of claim 8 wherein the written confirmation is
communicated by at least one of mail, a delivery service, or
fax.
10. The method of claim 1 wherein the reply message is indicative
of non-acceptance of the terms and conditions.
11. The method of claim 10 further comprising the step of sending
the telecommunication call to a terminating announcement upon
receiving the reply message.
12. The method of claim 1 further comprising the step of replaying
the terms and conditions message based upon the reply message.
13. The method of claim 1 further comprising the step of
transferring the telecommunication call to an operator based upon
the reply message.
14. The method of claim 1 wherein the terms and conditions message
includes a verbal message.
15. The method of claim 1 wherein the telecommunication service
includes a telephone service.
16. The method of claim 1 wherein the telecommunication call
includes a voice call.
17. A method of providing a session for ordering a telephone
service, the method comprising the steps of: receiving a telephone
call for ordering the telephone service, wherein the telephone call
is a voice call; communicating a prerecorded terms and conditions
message for the telephone service to an individual ordering the
telecommunication service, the prerecorded terms and conditions
message communicated to the individual during the telephone call,
the prerecorded terms and conditions message including a verbal
message; receiving a reply message to the terms and conditions
message from the individual, the reply message received during the
telephone call, the reply message indicating an acceptance by the
individual of the terms and conditions; creating a record in a
database to document the acceptance of the terms and conditions;
and communicating a written confirmation of the terms and
conditions to the individual.
18. A system for providing a session for ordering a
telecommunication service, the system comprising: a telephone
network element to receive a telecommunication call for ordering
the telecommunication service; a storage medium having a
prerecorded terms and conditions message for the telecommunication
service; a transmitter associated with the telephone network
element and the storage medium to communicate the prerecorded terms
and conditions message during the telecommunication call; and a
receiver associated with the telephone network element to receive a
reply message to the terms and conditions message during the
telecommunication call.
19. The system of claim 18 wherein the reply message is indicative
of acceptance of the terms and conditions.
20. The system of claim 19 wherein the reply message includes a
dialed message.
21. The system of claim 19 wherein the reply message includes a
spoken message.
22. The system of claim 19 further comprising: a processor in
communication with the receiver; and a database in communication
with the processor; wherein the processor creates a record of the
session in the database.
23. The system of claim 22 wherein the record includes subscriber
identification information, service identification information, a
time and a date at which the telecommunication service is ordered,
and calling party identification for the telecommunication
call.
24. The system of claim 22 wherein the record includes a recorded
audio representation of at least a portion of the call.
25. The system of claim 19 further comprising at least one of a
printer and a facsimile machine to generate a written confirmation
of the terms and conditions.
26. The system of claim 18 wherein the reply message is indicative
of non-acceptance of the terms and conditions.
27. The system of claim 26 wherein the telephone network element
sends the telecommunication call to a terminating announcement upon
receiving the reply message.
28. The system of claim 18 wherein the transmitter replays the
terms and conditions message based upon the reply message.
29. The system of claim 18 wherein the telephone network element
transfers the telecommunication call to an operator based upon the
reply message.
30. The system of claim 18 wherein the terms and conditions message
includes a verbal message.
31. The system of claim 18 wherein the telecommunication service
includes a telephone service.
32. The system of claim 18 wherein the telecommunication call
includes a voice call.
33. An article of manufacture, the article of manufacture
comprising: a computer-readable storage medium; and
computer-readable data stored by the computer-readable storage
medium, the computer-readable data operative to direct a system for
ordering a telecommunication service to perform steps of: receiving
a telecommunication call for ordering the telecommunication
service; communicating a prerecorded terms and conditions message
for the telecommunication service to an individual ordering the
telecommunication service, the prerecorded terms and conditions
message communicated to the individual during the telecommunication
call; and receiving a reply message to the terms and conditions
message from the individual, the reply message received during the
telecommunication call.
Description
TECHNICAL FIELD
[0001] The present invention relates to methods and systems for
ordering telecommunication services.
BACKGROUND OF THE INVENTION
[0002] Various telecommunication services, including telephone
services, are presently regulated using a tariff system. With the
tariff system, telecommunication companies provide regulated
telecommunication services under terms and conditions set forth in
a publicly-available document. Under this system, subscribers can
order the regulated telecommunication services without having to
sign a service contract with the telecommunication company..
Further, the subscribers can view the terms and conditions at a
public office of the telecommunication company.
[0003] Increased competition in telecommunications may reduce the
need for many regulations, including tariffs. In this environment,
it is desirable to fully and accurately convey the terms and
conditions of an untariffed telecommunication service to a
subscriber without requiring the subscriber to sign a service
contract.
BRIEF DESCRIPTION OF THE DRAWINGS
[0004] The invention is pointed out with particularity in the
appended claims. However, other features of the invention will
become more apparent and the invention will be best understood by
referring to the following detailed description in conjunction with
the accompanying drawings in which:
[0005] FIG. 1 is a flow chart of an embodiment of a method of
processing an order for a telecommunication service; and
[0006] FIG. 2 is a block diagram of an embodiment of a system for
processing an order for a telecommunication service.
DETAILED DESCRIPTION OF PREFERRED EMBODIMENTS
[0007] Embodiments of the present invention provide methods and
systems for ordering a telecommunication service which communicate
a terms and conditions message to a potential subscriber prior to
completing an order. The message can recite an entire terms and
conditions contract, or can recite only critical terms of the
contract. The potential subscriber is required to perform an action
(such as pressing a digit) to affirmatively accept the contract.
Data generated during a service-ordering session is stored in a
database to verify and to document that the subscriber has
affirmatively agreed to the terms and conditions of their
contract.
[0008] FIG. 1 is a flow chart of an embodiment of a method of
providing a session for ordering a telecommunication service. As
indicated by block 10, the method includes a step of receiving a
telecommunication call for ordering or establishing the
telecommunication service. The telecommunication call is placed by
an individual who orders the telecommunication service. Preferably,
the telecommunication call includes a telephone call received via a
telecommunication network such as a public switched telephone
network (PSTN).
[0009] Examples of the telecommunication service being ordered
include, but are not limited to, basic telephone services and
optional telephone services. Examples of basic telephone services
include but are not limited to basic land line telephone services
and basic cellular telephone services. Examples of optional
telephone services include but are not limited to caller
identification services, voice mail services, call waiting
services, call forwarding services, three-way calling, repeat
dialing, automatic call back. The telecommunication service can be
a residential service or a business service.
[0010] As indicated by block 12, a step of routing the call to a
telephone network element is performed. As indicated by block 14, a
step of gathering information from the individual is performed via
the telephone network element.
[0011] The telephone network element is used to elicit, from the
individual, information required to initiate a subscription to the
service. The information includes subscriber identification
information such as a billing name, a billing address, a telephone
number, and/or a name of the individual. The billing name can
include the name of a business, the name of the individual, or the
name of another individual. The billing address can include a
business address or a residential address. The telephone number can
include a telephone number of a line from which the call is placed,
or can include another telephone number. The information further
includes service identification information indicative of which
service or services are being ordered.
[0012] The telephone network element can provide a human operator
to elicit the aforementioned information from the individual. The
human operator can verbally elicit the information from the
individual, receive the information in a verbal form from the
individual, and enter the information into a terminal for storage
by a database.
[0013] Alternatively, the telephone network element can include an
intelligent peripheral capable of providing announcements,
post-dialing digit collection, and/or speech recognition. In this
case, the intelligent peripheral plays one or more announcements to
elicit the information from the individual, receives the
information in either a verbal form or in the form of dialed
digits, decodes the information using either speech recognition or
digit determination, and stores the information in a database
record. In this way, the intelligent peripheral automatically
determines the subscriber identification information and the
service identification information from the individual.
[0014] As indicated by block 16, a step of communicating a terms
and conditions message to the individual is performed. The terms
and conditions message includes predetermined or prerecorded terms
and conditions specific to the telecommunication service being
ordered by the individual. The terms and conditions message is
communicated within the telecommunication call.
[0015] Preferably, the terms and conditions message is included
within an audio message. In this case, it is preferred that the
terms and conditions message have a verbal or spoken form. The
terms and conditions can include a prerecorded message spoken by an
individual, or can include a voice-synthesized message. As an
alternative to or in addition to the audio message, the terms and
conditions message can include a visual message.
[0016] Regardless of its form, the terms and conditions message
includes an instruction on how to accept the terms and conditions,
how to reject the terms and conditions, how to replay the terms and
conditions message, and how to initiate a transfer to a human
operator if the individual has a question regarding the terms and
conditions. Preferably, the instruction includes verbal or spoken
information indicating a corresponding digit associated with each
potential reply. It is noted that the digits can include digits 0
to 9, the # key, and the * key.
[0017] As indicated by block 18, a step of receiving a reply
message from the individual is performed. Generally, the reply
message includes an event or an action initiated by the individual.
The reply message can include a dialed message comprised of one or
more digits dialed by the individual. For example, the reply
message can include a first digit indicating that the individual
accepts the terms and conditions, a second digit indicating that
the individual rejects the terms and conditions, a third digit
indicating that the individual requests that the terms and
conditions message be replayed, or a fourth digit indicating that
the individual requests an operator.
[0018] As either an alternative to or an addition to the dialed
message, the reply message can include a spoken message from the
individual. For example, the reply message can include: (i) a first
spoken message from the individual, such as "I accept" or "I agree"
indicating acceptance of the terms and conditions; (ii) a second
spoken message from the individual, such as "I do not accept" or "I
do not agree", indicating non-acceptance of the terms and
conditions; (iii) a third spoken message from the individual, such
as "replay the message", indicating that the terms and conditions
message is to be replayed; or (iv) a fourth spoken message from the
individual, such as "operator" indicating that a human operator is
requested.
[0019] As indicated by block 20, a step of determining the reply
message is performed. The step of determining the reply message can
include determining a digit dialed by the individual, and/or
recognizing speech from the individual.
[0020] If the reply message affirmatively indicates acceptance of
the terms and conditions, a step of creating a record in a database
is performed as indicated by block 22. The record can include all
of the information gathered in block 14, a time and a date at which
the telecommunication service is ordered, and a calling party
identification or an ANI (Automatic Numbering Identification) for
the telecommunication call. Additionally, the record can include a
digitally recorded representation of at least a portion of the
call, and optionally of an entire portion of the call. In this way,
an audio recording of the call can be made.
[0021] Thereafter, a step of communicating a written confirmation
of the terms and conditions is performed as indicated by block 24.
The written confirmation includes the information stored in the
record, and the terms and conditions which were accepted. The
written confirmation can be sent to the individual by mail, by a
delivery service, or by fax.
[0022] If the reply message indicates non-acceptance of the terms
and conditions, a step of transferring the call to either a
terminating announcement or an operator is performed as indicated
by block 26. The terminating announcement or the operator provides
a verbal or spoken message indicating that the terms and conditions
have been rejected, and that the telecommunication service will not
be provided. After speaking with the operator, the individual may
withdraw his/her non-acceptance of the terms and conditions. In
this case, flow of the method can be directed back to either block
16 or block 18 to allow the individual to accept the terms and
conditions.
[0023] If the reply message indicates that the terms and conditions
message is to be replayed, flow of the method is directed back to
block 16. In this way, the terms and conditions message is again
communicated to the individual.
[0024] If the reply message indicates an operator is requested, a
step of transferring the call to an operator is performed as
indicated by block 30. After the operator or a like service
representative has answered questions from the individual, flow of
the method can be directed back to block 16 to replay the terms and
conditions message to the individual.
[0025] The aforementioned method is repeated for a plurality of
telecommunication calls. In this way, a plurality of orders for
telecommunication services can be processed.
[0026] The aforementioned steps can be directed by
computer-readable data stored by a computer-readable storage
medium. The computer- readable data can have the form of a computer
program. The computer- readable storage medium can include an
optical storage medium, a magnetic storage medium, or an electronic
storage medium.
[0027] FIG. 2 is a block diagram of an embodiment of a system for
providing a session for ordering a telecommunication service.
Preferably, the system performs the steps described with reference
to FIG. 1.
[0028] The system includes a telephone network 40 which serves a
plurality of telephone lines including a telephone line 42 and a
telephone line 44. Preferably, the telephone network 40 includes at
least a portion of a PSTN.
[0029] The telephone network 40 has a telephone network element 46
to receive a telecommunication call for ordering a
telecommunication service. Preferably, the telephone network
element 46 includes an intelligent peripheral (IP) as described
earlier to perform service assistance functions such as
announcements, post-dialing digit collection, and optionally speech
recognition.
[0030] For purposes of illustration and example, the telephone
service is ordered for the telephone line 42. In this case, it is
noted that the telecommunication call can be placed either by the
telephone line 42 or the telephone line 44.
[0031] Associated with the telephone network element 46 is a
storage medium 50 having a prerecorded terms and conditions message
for the telecommunication service. The storage medium 50 can
include an electronic storage medium, such as a memory, a magnetic
storage medium such as hard disk or a diskette, or an optical
storage medium such as a compact disk (CD) or a digital versatile
disk (DVD), to store a digital recording of the terms and
conditions message. Alternatively, the storage medium 50 can
include a magnetic storage medium such as an audio tape to store an
analog recording of the terms and conditions message. Preferably,
the storage medium 50 stores a plurality of terms and conditions
messages, each corresponding to an associated telecommunication
service.
[0032] A transmitter 52 is associated with the telephone network
element 46 and the storage medium 50 to communicate the prerecorded
terms and conditions message during the telecommunication call. A
receiver 54 is associated with the telephone network element 46 to
receive a reply message to the terms and conditions message during
the telecommunication call.
[0033] A processor 56 associated with the telephone network element
46 processes the reply message from the receiver 54. The processor
56 can either determine digits entered by the individual in the
reply message and/or words spoken by the individual. The processor
56 can include a computer or a like processing apparatus.
[0034] If the reply message is indicative of acceptance of the
terms and conditions, the processor 56 creates a record of an
accepted ordering session in a database 60. The record includes
subscriber identification information, service identification
information, a time and a date at which the telecommunication
service is ordered, and calling party identification for the
telecommunication call. Optionally, the record includes a recorded
audio representation of at least a portion of the call.
[0035] The system further comprises at least one of a printer 62
and a facsimile machine 64 to generate a written confirmation of
the terms and conditions. The printer 62 generates a hard copy of
the written confirmation for delivery to the individual. The
facsimile machine 64 faxes the written confirmation to the
individual.
[0036] If the processor 56 determines the reply message is
indicative of non-acceptance of the terms and conditions, the
telephone network element 46 sends the telecommunication call to a
terminating announcement. If the reply message indicates a replay
request, the processor 56 commands the transmitter 52 to replay the
terms and conditions message. If the reply message indicates a
request for human assistance, the call is transferred to an
operator.
[0037] Thus, there has been described herein a concept, as well as
several embodiments including preferred embodiments of methods and
systems for ordering a telecommunication service.
[0038] By communicating a terms and conditions message to an
individual when he/she is ordering a telecommunication service,
embodiments of the present invention advantageously convey the
terms and conditions to the individual prior to completing the
order. By requiring the individual to communicate a reply message,
the order is completed only if the individual affirmatively accepts
the terms and conditions. By creating and maintaining a record of
the ordering session in a database, the acceptance of the terms and
conditions is documented. As a result, the necessity for having
customers sign individual contracts for their services is obviated.
Further, the necessity for an administrative system to collect and
archive paper contracts is obviated.
[0039] It will be apparent to those skilled in the art that the
disclosed invention may be modified in numerous ways and may assume
many embodiments other than the preferred form specifically set out
and described above.
[0040] Accordingly, it is intended by the appended claims to cover
all modifications of the invention which fall within the true
spirit and scope of the invention.
* * * * *