U.S. patent application number 10/766498 was filed with the patent office on 2004-09-23 for technique for effectively providing concierge-like services in a directory assistance system.
This patent application is currently assigned to Metro One Telecommunications, Inc.. Invention is credited to Elsey, Nicholas J., Samudio, Michael T., Timmins, Timothy A..
Application Number | 20040184593 10/766498 |
Document ID | / |
Family ID | 32995813 |
Filed Date | 2004-09-23 |
United States Patent
Application |
20040184593 |
Kind Code |
A1 |
Elsey, Nicholas J. ; et
al. |
September 23, 2004 |
Technique for effectively providing concierge-like services in a
directory assistance system
Abstract
Telephone users desiring directory assistance services are
connected via standard telephone procedures to a directory
assistance provider, such as an operator. An operator provides the
destination number and initiates a connection to that number. Once
that connection is initiated, the connection is monitored for the
occurrence of a predetermined condition, such as a busy signal. If
no such condition is detected, the caller proceeds with the call in
the normal manner. If, however, such a condition is detected, the
caller is automatically transferred to a directory assistance
provider for further help. In addition, a pool of operators/agents
capable of receiving the request for concierge-like services
generate an electronic ticket representing such request. A pool of
fullfillment agents capable of receiving the electronic ticket
engage in such action as necessary to fulfill the request. The
agents are networked to directory assistance and concierge
databases and to third-party providers of concierge services to
facilitate the process.
Inventors: |
Elsey, Nicholas J.; (West
Linn, OR) ; Samudio, Michael T.; (Tigard, OR)
; Timmins, Timothy A.; (Tigard, OR) |
Correspondence
Address: |
Alex L. Yip
Kaye Scholer LLP
425 Park Avenue
New York
NY
10022
US
|
Assignee: |
Metro One Telecommunications,
Inc.
|
Family ID: |
32995813 |
Appl. No.: |
10/766498 |
Filed: |
January 27, 2004 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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10766498 |
Jan 27, 2004 |
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10201211 |
Jul 22, 2002 |
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10201211 |
Jul 22, 2002 |
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08816921 |
Mar 13, 1997 |
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6456709 |
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10201211 |
Jul 22, 2002 |
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09520306 |
Mar 7, 2000 |
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Current U.S.
Class: |
379/218.01 |
Current CPC
Class: |
G06Q 20/32 20130101;
H04M 3/42059 20130101; G06Q 10/02 20130101; H04M 3/432 20130101;
H04M 3/54 20130101; H04M 2242/22 20130101; H04M 2203/652 20130101;
H04M 3/53341 20130101; H04M 3/4931 20130101 |
Class at
Publication: |
379/218.01 |
International
Class: |
H04M 003/42 |
Claims
What is claimed is:
1. A method for providing concierge and directory assistance
services from a directory assistance center comprising: receiving a
request for a concierge service from a caller at the directory
assistance center; retrieving stored information regarding one or
more caller details from a database; and utilizing said stored
information to satisfy said request for a concierge service.
2. The method of claim 1, wherein said one or more caller details
was obtained from the caller during a previous request for a
concierge service.
3. The method of claim 2, further comprising generating a ticket
containing details of the request for a concierge service, wherein
selected fields of the ticket are automatically populated with said
stored information regarding one or more caller details.
4. The method of claim 3, wherein said one or more caller details
comprises one or more caller preferences.
5. The method of claim 4, wherein said one or more caller details
comprises caller preferences for a plurality of geographic
regions.
6. The method of claim 3, further comprising entering the name of
an establishment at which reservations are desired on the ticket,
accessing a database to retrieve other information regarding said
establishment, and automatically populating selected fields of said
ticket with said other information.
7. The method of claim 3, further comprising connecting said caller
to the directory assistance center over a communications channel,
and receiving additional information regarding one or more caller
details over said communications channel.
8. The method of claim 7, further comprising automatically
populating selected fields of said ticket by default with said
additional information.
9. A method for providing both concierge and directory assistance
services from a directory assistance center comprising: connecting
a call from a caller to the directory assistance center over a
communications channel; receiving a request for a concierge service
from a caller at the directory assistance center; receiving
information regarding one or more caller details over said
communications channel; and utilizing said information to satisfy
said request for a concierge service.
10. The method of claim 9, further comprising generating a ticket
containing details of the request for a concierge service, wherein
selected fields of the ticket are automatically populated with said
information received over said communications channel.
11. The method of claim 9, wherein said received information
comprises the caller's telephone number.
12. The method of claim 9, wherein said received information
comprises the caller's home address.
13. The method of claim 9, wherein said received information
comprises the caller's present location.
14. A method for providing both concierge and directory assistance
services from a directory assistance center comprising: (a)
receiving a request for a concierge service from a caller at a
first directory assistance center; (b) determining if the request
for a concierge service can be better fulfilled by a fulfillment
agent at a second directory assistance center then by a fulfillment
agent at the first directory assistance center; and (c) if it is
determined that the request for a concierge service can be better
fulfilled by a fulfillment agent at a second directory assistance
center, sending information regarding the request for a concierge
service to the second directory assistance center and fulfilling
the request at the second directory assistance center.
15. The method of claim 14, wherein step (b) comprises determining
if the request for a concierge service comprises a request for a
service in a geographic region more closely proximate to said
second directory assistance center than to said first directory
assistance center.
16. The method of claim 15, wherein said determining if the request
for a concierge service comprises a request for a service in a
geographic region more closely proximate to said second directory
assistance center than to said first directory assistance center is
performed automatically.
17. The method of claim 14, further comprising generating a ticket
containing details of the request for a concierge service, wherein
a field on the ticket representing which directory assistance
center is to attempt to fulfill the concierge request is populated
by default with said first directory assistance center.
18. A method for providing concierge and directory assistance
services from a directory assistance center comprising: receiving a
call from a caller at the directory assistance center; directing
the call to a directory assistance operator; determining that the
caller is requesting a concierge service; and assigning a
fulfillment agent to fulfill the concierge service request.
19. The method of claim 18, wherein said assigning comprises
assigning the directory assistance operator as the fulfillment
agent.
20. The method of claim 18, further comprising providing the caller
with directory assistance service after receiving the caller's
request for a concierge service.
21. The method of claim 20, wherein said directory assistance
service comprises driving directions.
22. The method of claim 20, wherein said directory assistance
service comprises sending a telephone number to a pager.
23. A method of providing directory assistance service by a
directory assistance provider comprising: receiving a call from a
caller at a directory assistance center; directing the call to a
directory assistance operator; receiving a request from the caller
for suggestions of businesses which provide a desired good or
service; responding to said request as a function of which
businesses have provided consideration to the directory assistance
provider.
24. The method of claim 23, wherein businesses which provide the
desired good or service and have provided consideration to the
directory assistance provider will be suggested to the caller
before businesses which provide the desired good or service and
have not provided consideration to the directory assistance
provider.
25. The method of claim 24, wherein said directory assistance
operator comprises a human operator.
26. The method of claim 25, further comprising displaying a list of
business which provide the identified good or service on an
operator screen, whereby businesses which have provided
consideration to the directory assistance provider are listed
before businesses which have not provided consideration to the
directory assistance provider.
27. The method of claim 26, further comprising connecting the
caller to a business which has provided consideration to the
directory assistance provider.
28. A method for providing concierge-like services to a user
comprising: (a) receiving, from the user, a request for a
concierge-like service; (b) performing an action, by a first agent,
in an attempt to fulfill the request; (c) updating a status of
fulfilment of the request in a database based on the results of the
last action performed; (d) setting a next action time in a database
when further action relating to the request should be taken; (e)
automatically notifying a second agent when said next action time
has arrived; and (f) performing a next action, by said second
agent, relating to said request.
29. The method of claim 28, wherein said first agent and said
second agent are the same agent.
30. The method of claim 28, wherein said first agent and said
second agent are different agents.
31. The method of claim 28, wherein said next action time is set
automatically.
32. The method of claim 31, wherein said request for a
concierge-like service relates to the caller's desire to visit an
establishment, and wherein said next action time relates to the
time at which the caller wishes to visit the establishment
33. The method of claim 28, further comprising displaying the
possible next actions for the second agent on a computer
interface.
34. The method of claim 33, further comprising automatically
performing steps towards completing the next action selected by the
second agent.
35. The method of claim 34, wherein said steps towards completing
the next action comprises looking up in a database a phone number
of an establishment the caller wishes to visit and dialing the
phone number.
36. The method of claim 28, wherein said request for a
concierge-like service is accorded a priority.
37. The method of claim 36, wherein the order in which the request
for a concierge-like service is attempted to be fulfilled is a
function of its priority.
38. The method of claim 36, wherein which agent attempts to fulfill
the request for a concierge-like service is a function of its
priority.
Description
[0001] The present application is a continuation-in-part of U.S.
application Ser. No. 08/816,921 filed on Mar. 13, 1997, and U.S.
application Ser. No. 09/520,306 filed on Mar. 7, 2000.
FIELD OF THE INVENTION
[0002] The invention relates to a communications system and method,
and more particularly to a system and method for providing a
directory assistance service including, e.g., provision of
information concerning goods and services, and locating, reserving
and procuring/purchasing such goods and services, in response to a
customer's inquiry.
BACKGROUND OF THE INVENTION
[0003] Concierge services are typically provided by hotels. The
method generally employed is where a hotel guest, using the hotel
room telephone, places a call to the hotel reception and asks to
speak to the hotel concierge. The guest is connected to the
concierge who then listens to the request of the hotel guest, such
as a request for a restaurant reservation, and notes any
preferences, such as the guest's preference for outdoor dining. The
concierge then suggests a service, an event or restaurant in
accordance with the guest's desires and preferences. The suggestion
is often based on the concierge's personal knowledge in the field,
and/or by consulting a listing book or directory. Should the
suggestion be satisfactory, the concierge will make the necessary
reservations and inform the hotel guest of the reservation
details.
[0004] Concierge services are especially useful for a visitor who
is unfamiliar with an area's services, eating establishments or
upcoming events. The problem with such a service is that it is
restricted to the guests at a specific hotel only. The concierge's
suggestions can also often be biased, erratic or based on limited
listing or directory information. In addition to the above, the
hotel guest may also need to write down the reservation details,
obtain directions and arrange transportation.
[0005] Furthermore, the whole process can be slow, as access to
large listings are often manually searched by the concierge. The
concierge may also be limited by the type of search he/she can
perform. He may not be able to search for multiple preferences
simultaneously, such as for example an outdoor, non-smoking,
vegetarian restaurant, in a specific area. In addition, the
concierge may only be familiar with restaurants in a particular
area and therefore may be of little use to a hotel guest who is
departing that day for another city.
Directory Assistance
[0006] Telephone calls from one party to another are made through
telephone networks, with telephone switches and private branch
exchanges ("PBX") employed as necessary in order to connect
networks and customers. Customers frequently make use of directory
assistance systems to reach their desired parties. When using a
directory assistance system (sometimes referred to as a "directory
assistance platform"), a caller first dials the appropriate
telephone number or access code. Telephone users usually access a
directory assistance system through a carrier switching center.
Once connected to a directory assistance provider, such as a live
operator or a voice server, the caller identifies the party whose
telephone number is desired. The correct number is located and may
be reported to (by voice or computer-generated speech), and/or
dialed for, the caller. It is increasingly common for directory
assistance systems to connect the caller to the caller's desired
number in addition to, or in place of, simply providing the number
to the caller. This is particularly helpful to callers using
cellular or other forms of wireless telephones, who may be engaged
in other activities at the same time and therefore unable to take
note of the number as it is recited. Typically, once the caller has
been given the number and/or the number is dialed for the caller,
the caller's connection through the directory assistance platform
is terminated.
[0007] Termination of the connection through the directory
assistance platform has a number of disadvantages. For example, if
the caller is given or connected to an incorrect telephone number,
the caller must contact the directory assistance system again or
inquire elsewhere to obtain the correct number. This naturally
requires additional action and expense on the caller's part.
Moreover, reconnection to the directory assistance platform
requires reallocation of directory assistance resources to the
customer call. In view of the previous connection through the
directory assistance platform, reconnection and reallocation is
unnecessary, time consuming, and under some circumstances,
wasteful. Similarly, even if the telephone number to which the
caller is connected is correct, the line may be busy, there may be
no answer, the destination party's telephone network may be
inoperable, etc. In such circumstances, the caller often will want
to contact a different party, again requiring the aid of the
directory assistance system. Requiring separate and repeated
connections to a directory assistance platform incurs added
monetary expense on the caller's party, because directory
assistance platforms typically charge a fee for each separate
connection. Conversely, if a caller's connection is maintained to
the directory assistance platform, multiple actions may be taken to
assist the caller without necessarily incurring such additional
fees.
[0008] Prior art directory assistance systems suffer from a further
disadvantage in that they typically lack dedicated resources for
monitoring telephone connections to calling or called parties. For
example, in U.S. Pat. No. 5,414,754, one tone detecting device
monitors up to 1,344 connections by using a multiplexer. The period
of time for which each connection is monitored is critical to this
method of operation. To service so many connections on an equal
time-sharing basis, the device cannot monitor one particular
connection for more than a very short period of time
(illustratively, on the order of milliseconds) before switching to
and monitoring others. If the time period is too short, this method
has the deleterious effect of requiring a party to press a key for
an extended period of time--long enough to ensure that the
monitoring digital signal processor ("DSP"), perhaps a dual-tone
multi-frequency ("DTMF") receiver, cycles back to the party's
connection in time to detect the keypress--or risk the possibility
that the DSP will miss the party's keypress. Another disadvantage
to this method is that normal voice energy, or transient signals
such as from interference or crosstalk, may cause a DSP that is
monitoring the connection to mistakenly report that a party pressed
a key. This disadvantage is even more pronounced in a wireless
environment, where the bit error rate or degraded audio quality of
the connection often precludes the receipt of a continuous
tone.
[0009] Another disadvantage in prior directory assistance systems
is the inability to restrict the caller's use of the directory
assistance system to connect to specified parties. For example, the
party paying for a caller's wireless telephone service may wish to
restrict the caller from making any long-distance calls, or to
limit the caller to calls to other parties within one organization,
etc. Without the ability to limit the caller's connections through
the directory assistance system, the caller could circumvent the
paying party's restrictions by having the directory assistance
system complete the call for him or her.
[0010] Traditionally, directory assistance has focused on providing
telephone number directory information only. Typically, a directory
assistance operator receives a request from a caller for the
telephone number of a desired party. The operator locates the
required number from a listing directory and may either give the
number to the caller or connect the caller to the desired
party.
[0011] Each year, a growing number of people spend a significant
amount of time traveling for business or pleasure. Mobile
communication and portable computers have created an opportunity
for these people to conduct business and communicate while on the
move. Wireless telephones have become a standard business tool in
this environment. Wireless telephone users may find current
directory assistance services inconvenient or difficult to use.
Such users are usually away from their general work environments
(for example, traveling in a vehicle), and thus may not be able to
remember, or make a note of a desired number. Callers who would
normally be able to call upon secretaries or personal assistants at
their offices, may not have access to such assistance when
traveling. The wireless telephone caller thus needs a comparable
service to that which they would experience in an office
environment. While improvements to telephone directory assistance
have been made over the years, such systems do not fully address
the needs of wireless telephone users.
[0012] The present assignee has redressed certain of the
above-mentioned difficulties by providing directory assistance
services that eliminate the need to make notes of the desired
number, or undertake a redialing exercise as well as by providing
verbal driving directions. The present assignee has also
established a country-wide network of directory assistance or call
centers that are able to provide its customers with nationwide
directory assistance.
SUMMARY OF THE INVENTION
[0013] However, in today's directory assistance environments,
operator resources are primarily focused on providing telephone
number directory assistance. Having an operator respond to a
customer's request for concierge-type services would be expected to
introduce delays and inefficiencies into a directory assistance
system. Moreover, the information infrastructure to allow operators
to provide concierge-type services in a timely and efficient manner
is not generally available in the current directory assistance
environment.
[0014] Accordingly, there is a need in the art to provide a method
and apparatus by which a caller can, for the duration of a
telephone call (i.e., until the calling telephone disconnects from
the directory assistance platform), maintain his or her connection
to the directory assistance platform and repeatedly receive
directory assistance in a variety of forms with minimal or no
action on his or her part. There is also a need in the art for
means and an apparatus for allocating a monitoring resource, such
as a DSP, to a minimal number of telephonic connections. In
addition, there is a need for means and an apparatus for verifying
a caller's authorization to connect to a requested destination
party through a directory assistance platform.
[0015] There is also a need for a nationwide telephonic system that
is able to efficiently and effectively receive and respond to
requests for concierge-type services from calling customers
traveling throughout the country. The system should be able to
respond to requests regardless of the locale of the customer or the
geographical destination of the request.
[0016] In view of the above disadvantages of the related art, it is
an object of the present invention to provide a method and
apparatus for maintaining a telephonic connection for the duration
of a telephone call through a directory assistance platform (i.e.,
until the calling telephone disconnects from the platform) and
automatically reconnecting a directory assistance-routed caller to
a directory assistance provider.
[0017] It is a further object of the present invention to detect,
during a call to a customer's destination party, a telephone
network communication problem that causes the call to be
unsuccessful, and to connect the caller, with substantially no
further action on his or her part, to a live operator for further
assistance.
[0018] It is another object of the invention to detect a
ring-no-answer condition while attempting a call to a customer's
destination party, and, upon such detection, to maintain the
connection attempt and present the caller with a menu of directory
assistance service options, including the option to continue
monitoring the ring tone.
[0019] It is a further object of the invention to detect a busy
signal while attempting a call to a customer's destination party,
and, upon such detection, to terminate the connection attempt and
present the caller with a menu of directory assistance service
options, including the option to re-dial the same number.
[0020] It is also an object of the invention to provide a method
and apparatus for providing directory assistance services, such as
connecting customers to directory assistance providers, allowing
repeated directory assistance requests from each customer,
searching for information to satisfy directory assistance requests,
providing such information to customers, and connecting customers
to their desired destination parties, as well as enhanced directory
assistance services, e.g., recording messages from customers for
delivery to destination parties and allowing destination parties,
upon delivery of a recorded message, to return the customer's call
with minimal action by the destination party.
[0021] It is a further object of the invention to verify a
customer's authorization to complete calls through a directory
assistance system. To enable such verification, along with the
customer's call, data concerning the calling telephone number and
the location from which the call originated is also received. Based
upon the caller's identity and stored information concerning
restrictions on the customer's calling authority, the caller's
authorization for connecting to desired destination parties can
then be verified.
[0022] It is a still further object of the invention to provide a
directory assistance customer with numerous opportunities to
request, with minimal action on the customer's part, the directory
assistance system to report the desired destination telephone
number.
[0023] It is also an object of the invention to provide a directory
assistance customer with the customer's destination telephone
number via the customer's alphanumeric pager.
[0024] It is a still further object of the invention to implement
the above objects for callers using wireless telephones.
[0025] In accordance with the present invention, a directory
assistance system is provided that includes a telephone switch or
PBX for receiving, establishing, routing, and connecting telephone
calls, plus telephone operators, communication links to physically
connect the directory assistance system components, and one or more
computers, including at least one voice server, to perform a
variety of directory assistance functions (e.g., maintain and
search databases containing telephone numbers, billing information,
call information, etc.; store and execute instructions relating to
the operation of the switch or PBX; provide automated voice
services and operator functions). Providing access to and from the
telephone switch are external communication links that support
standard T1, Common Channel Signalling System 7 ("CCSS7"), or
Integrated Digital Services Network ("ISDN") communications.
[0026] Calls into the directory assistance system and connections
from the system to a caller's destination number are made over
external communication links. Telephone connections over the
communication links are monitored to detect keypresses and
connection status conditions (e.g., busy signal, dial tone). For
example, outbound connections to destination parties are monitored
by call progress analyzers ("CPA") to determine if an attempted
call is unsuccessful (e.g., a busy signal is detected); once
applied, CPAs are allocated to the outbound connection for a period
of time sufficient in length (illustratively determined by a
specified number of rings of the destination telephone) to
determine the success or failure of the connection attempt.
[0027] The directory assistance system does not drop its connection
to, and involvement in, a calling party's connection as soon as it
initiates a new call leg (i.e., an outbound call to a destination
telephone). Rather, the directory assistance system maintains
contact, ready to provide further assistance from a directory
assistance operator or a voice server until the calling party
disconnects from the directory assistance platform. By remaining in
the call flow, a directory assistance system according to this
invention is able to provide much faster response to customers'
subsequent assistance needs than was heretofore available, which is
of particular value to wireless customers who may be distracted by
other events. In previous directory assistance systems, in which
the system would terminate its involvement after the customer was
given its desired telephone number or the directory assistance
provider initiated a call attempt to the desired party, the
customer was required to reconnect to the directory assistance
system if additional assistance was desired. In a directory
assistance system according to the present invention, incoming
directory assistance request calls are received by a telephone
switch, which is controlled by a switch host computer, via an
inbound member of the external communication links and routed to a
directory assistance provider. The directory assistance provider
may be either a live operator or a voice server that provides
automated directory assistance. The switch host computer stores and
updates information concerning the status of each active directory
assistance call.
[0028] In addition, a call record is created on a system server to
store, for billing purposes, the history of the customer's call.
After receiving a request from the caller, the directory assistance
provider locates and retrieves the telephone number of the caller's
desired destination party by searching directory assistance
information stored on system servers. An outbound member of the
communication links is seized in order to connect the caller to his
or her party, and the destination telephone number is dialed over
that outbound member. A dual-tone multi-frequency ("DTMF") receiver
is applied to the inbound member to detect customer keypresses,
which may represent pre-specified directory assistance requests. A
call progress analyzer ("CPA") is applied to the outbound member
for a period of time to monitor the member for any one of several
pre-determined telephone call connection status conditions that
indicate an unsuccessful call attempt. Upon detection of such a
connection status condition, or when the called party disconnects,
the caller is redirected to a directory assistance provider for
further assistance.
[0029] The present invention is also directed to providing a
calling party with telephonic concierge-type services. The
concierge service is intended for use by, but not limited to,
wireless telephone subscribers. The service encompasses a wide
range of concierge-type services such as for example a telephonic
restaurant guide and reservation service, ordering specific
services such as flowers or food delivery, arranging
transportation, accessing entertainment guides, an event ticketing
and reservation service, a hotel reservation and availability
service as well as a travel or flight reservation and ticketing
services.
[0030] According to a preferred embodiment of the present
invention, the system includes a nationwide wide area network (WAN)
connecting a plurality of directory assistance centers to a server
and directory listing database located in an information hub.
Communication channels connect calling customers to operators in
the directory assistance center. A computer, preferably web-based,
interface allows the operator to interrogate the calling customer
for information regarding a request for concierge services. Various
databases in the system facilitate the generation of the request.
Upon completion of the request (called a "ticket"), the ticket is
submitted over the WAN. The server sends the ticket to a
fulfillment agent in a directory assistance center proximate to the
concierge-type service request. A computer, preferably web-based,
interface directs the fulfillment agent through the various actions
necessary to fill the request. Communication channels, which allow
the fulfillment agents to rapidly and easily connect to the various
establishments desired by the calling customers, facilitate the
filling of the requests and the notification of the calling
customer of the filled request.
[0031] The method according to a preferred embodiment of the
invention is illustrated by the following example. A caller dials
and is connected to an enhanced directory assistance service. The
caller is informed about the concierge service by a recorded
message or by an operator. Alternatively, the caller may already be
aware of the concierge service. The operator then obtains a request
from the caller. Such a request may either be a request for listing
information, such as for example a request for all vegetarian
restaurants in a particular area, or the caller may immediately
request a reservation, at for example the caller's favorite
restaurant. The operator then obtains the caller's details and
inputs these details into a computer database. Such details may
include the caller's contact details, dietary preferences, desired
restaurant location, type of credit card to be used, restaurant
views, etc. The operator then looks up listing information from
another computer database, based on the caller details, to produce
a desired output such as a list of vegetarian restaurants in a
specific suburb. A fulfillment agent attempts to contact the
restaurant to make the reservation. Finally, the caller is notified
whether the reservation was in fact made or not, and any
reservation details, if applicable.
[0032] In a preferred embodiment, the reservation process is
undertaken by a fulfillment agent who exclusively attends to such
requests, thus allowing the operator to attend to other tasks. In
an alternative embodiment, the operator who receives the request
for concierge services may attend to the request.
BRIEF DESCRIPTION OF THE DRAWINGS
[0033] These and other features, aspects, and advantages of the
present invention will become more readily apparent from the
following detailed description, which should be read in conjunction
with the accompanying drawings, in which:
[0034] FIG. 1 depicts the components of a directory assistance
system according to the invention;
[0035] FIG. 2 provides a detailed view of a telephone switch used
in an embodiment of the invention;
[0036] FIG. 3 provides a detailed view of a voice server used in an
embodiment of the invention;
[0037] FIGS. 4A-E are flowcharts depicting a method of implementing
the invention;
[0038] FIG. 5 is a telephonic system according to a preferred
embodiment including a wide area network;
[0039] FIG. 6 illustrates a first graphical user interface of the
present invention;
[0040] FIG. 7 illustrates a second graphical user interface of the
present invention;
[0041] FIG. 8 illustrates a third graphical user interface of the
present invention;
[0042] FIG. 9 illustrates a fourth graphical user interface of the
present invention;
[0043] FIG. 10 illustrates a fifth graphical user interface of the
present invention;
[0044] FIG. 11 is a flow chart depicting an embodiment of the
method by which telephonic concierge assistance is provided to a
caller; and
[0045] FIG. 12 is a flow chart further depicting an embodiment of
the method by which telephonic concierge assistance is provided to
a caller.
DETAILED DESCRIPTION
[0046] The following embodiments will be described in the context
of a private telephone switch connected via conventional T1
communication links to customers using wireless telephones. Those
skilled in the art, however, will recognize that the disclosed
methods and structures are readily adaptable for broader
applications. Note that whenever the same reference numeral is
repeated with respect to different figures, it refers to the
corresponding structure in each figure.
[0047] With reference to FIG. 1, a directory assistance system 100
according to an exemplary embodiment of the invention is depicted.
One or more external communication links 102 connect directory
assistance system 100 to customers and customer telephone networks.
(The T1 carrier is the most commonly used digital line in the
United States, Canada, and Japan. In these countries, it carries 24
pulse code modulation (PCM) signals using time-division
multiplexing at an overall rate of 1.544 megabits per second. T1
lines use copper wire and span distances within and between major
metropolitan areas. It should be appreciated that other systems may
also be used.) Communication links 102 connect to telephone switch
104, which is connected to switch host computer 106 via switch data
link 108. In an alternative embodiment, switch host computer 106 is
coterminous with telephone switch 104.
[0048] Telephone switch 104 (also referred to herein as a
"switching matrix platform") is attached via a T1 communication
link to channel bank 110, and from there connects to operator
channel 112 and a plurality of operator and fulfilment agent
telephones 116 and 117 respectively. Operator telephones are
located at each of one or more operator positions (represented by
the numeral 114 in FIG. 1), and fulfilment agent telephones are
located at each of one or more fulfilment agent positions
(represented by the numeral 119 in FIG. 1). Using operator data
terminal 118, a live operator at operator position 114 accesses one
or more system servers 120, which are interconnected via data
network 122. Switch host computer 106 is also connected to data
network 122. Finally, switch 104 is connected to one or more voice
servers, which are described below. Each connection to a voice
server employs a T1 voice server link (a first voice server link
124 is shown in FIG. 1).
[0049] The data network 122 may, but not necessarily, also further
connect to a directory listing/concierge (DL/C) database server 136
and a caller profile database server 134. The caller profile
database server 134 stores detailed information about a subscriber.
Such details may include the subscriber's name, contact details,
preferences, dietary requirements, likes and dislikes, past logged
activities, etc. The DL/C database server 136 may contain directory
listing information on restaurants, events, accommodation,
transportation, travel information and booking, stock prices,
weather and other services such as grocery or flower delivery,
etc.
[0050] In one embodiment, the voice server 120b, data server 120a,
and switch host computer 106 have redundant systems (not shown),
which can operate as either back-up systems in the event of primary
system failure, or provide load-sharing in either a master-slave or
a peer-to-peer relationship with the primary system.
[0051] As stated above, communication links 102 provide telephone
connections to directory assistance system 100 for incoming
directory assistance calls and also provide access to external
telephone networks over which outgoing calls are placed. An
incoming call is received via inbound channel 102a (shown in FIG.
2) and an outgoing call is placed over outbound channel 102b (shown
in FIG. 2). There is generally one outbound channel 102b for every
inbound channel 102a, so that for every call into directory
assistance system 100 there is an outbound channel available to
reach the caller's desired party or parties. Communication links
102 may, in an illustrative embodiment, be comprised of one or more
T1 communication spans which are known in the art. In such an
embodiment, each individual call over a T1 span, whether into or
out of telephone switch 104, utilizes one of the 24 individual
channels into which a T1 span is segmented, each channel providing
two-way communications.
[0052] Telephone switch 104 is now described in further detail with
reference to FIG. 2. Operation of telephone switch 104 is governed
by computer-readable instructions stored and executed on switch
host computer 106. In one embodiment of the invention, telephone
switch 104 is an Excel LNX 2000 and switch data link 108 is a 38.4
kb serial link; in another embodiment, switch data link 108 is an
Ethernet link.
[0053] Telephone switch 104 includes expandable central processing
unit ("EXCPU") 204 and/or matrix central processing unit ("MXCPU")
204. EXCPU/MXCPU 204 serves as an interface for telephone switch
104 to switch host computer 106 (via switch data link 108).
[0054] EXCPU/MXCPU 204 and other components of telephone switch 104
communicate through shared communication path 202, commonly called
a "midplane." In the currently-described embodiment, midplane 202
utilizes a time division multiplexing ("TDM") method of sharing a
common pathway. Thus, a plurality of data and/or voice streams can
be interlaced onto the single path, separated by time.
[0055] Another board-level component of telephone switch 104 is
multi-frequency digital signal processor ("MFDSP") unit 210, which
includes four single in-line memory module ("SIMM") packagings.
Each SIMM packaging is comprised of four DSP arrays. Each DSP array
is composed of multiple, illustratively sixteen, programmable DSPs.
The DSPs can be programmed or reprogrammed to function as, among
other things, call progress analyzers ("CPA"), call progress
generators ("CPG"), multi-frequency ("MF") receivers or
transmitters, dual-tone multi-frequency ("DTMF") receivers or
transmitters, or conference units, depending upon the demand placed
on directory assistance system 100 and telephone switch 104 for
each corresponding function.
[0056] CPAs (represented by the numeral 218 in FIG. 2) are
sensitive to, and capable of identifying, telephone connection
status conditions and signals including ring tone, busy, reorder,
PBX intercept, SIT intercept, vacant code, reorder-SIT, no circuit
LEC, reorder-carrier, no circuit-carrier, dial tone, continuous on
tone, and silence. In an exemplary embodiment of the invention, one
CPA will monitor only one outbound channel 102b at a time. In other
embodiments of the invention, one CPA may be applied to more than
one outbound channel. However, to ensure that connection status
conditions are properly detected, the number of outbound channels
monitored by one CPA should be kept to a minimum (i.e., no more
than four). In still other embodiments of the invention, two or
more DSPs may be applied to a single outbound channel.
[0057] CPGs (represented by the numeral 212 in FIG. 2) generate
tones to customers connected to directory assistance system 100,
such as the ringback tone customers hear when they are routed to an
operator.
[0058] DTMF receivers (represented by the numeral 214 in FIG. 2)
listen for DTMF tones generated by customers' telephones, such as
when a customer presses a telephone button. DTMF receivers are
capable of detecting and identifying which button was pressed
(i.e., the numbers 0-9 or the characters "*" or "#") and passing
that information to switch host computer 106 for appropriate
action. DTMF receivers are assigned to monitor inbound channels for
a configurable period of time, illustratively, from the time of a
caller's initial connection to telephone switch 104 to the time the
caller disconnects, including the duration of all outbound call
legs made on the caller's behalf. Once applied to an inbound
channel, a DTMF receiver allows telephone switch 104 to detect the
press of a telephone button, perhaps done in order to activate
tone-triggered return transfer as described in U.S. Pat. No.
5,737,700, which is incorporated herein by reference, or another
feature of directory assistance system 100.
[0059] Conference units (represented by the numeral 216 in FIG. 2)
enable telephone switch 104 to connect two or more voice paths in a
balanced manner, thereby providing the necessary voice connections
between calling parties, called parties, and directory assistance
providers.
[0060] In the presently-described embodiment, each DSP array
provides multiple instances of the function for which it is
programmed, the exact number depending upon the specific function.
For example, each DSP array programmed to provide CPA, CPG, or DTMF
receiver functions provides sixteen instances of the chosen
function. In other words, a DSP array programmed to provide call
progress analyzer functions will contain sixteen separately and
independently functional and controllable CPAs. A DSP array
programmed to provide conference unit functions, however, provides
only four instances of such function. The programmable DSPs on
MFDSP unit 210 are managed by switch host computer 106 via
EXCPU/MXCPU 204, which keeps track of which DSPs are available and
which are allocated.
[0061] An additional board-level component of telephone switch 104
is T1 interface unit 230. Switch 104 contains one or more T1
interface units; each unit provides connections to eight T1 (1.544
Mb/sec) spans, each of which is comprised of 24 channels, thus
providing 192 64 kb voice channels per T1 interface unit. In FIG.
2, T1 interface 230 dedicates twelve channels on each of six of the
eight spans to incoming calls and the other twelve to outgoing
calls. The seventh T1 span serves as voice server link 124, and the
eighth functions as a link to channel bank 110 and operator channel
112. Voice server link 124 and operator channel 112 are used to
connect directory assistance callers to a voice server or a live
operator, respectively.
[0062] It will be recognized by one skilled in the art that
multiple instances of telephone switch 104 may be incorporated into
a telephone network or directory assistance system 100 without
exceeding the scope of this invention.
[0063] In the preferred embodiment, the switching matrix platform
(or switch 104) supports digital T1 telephone circuits and includes
digital signal processing circuitry which provides the requisite
conference capability (described below), SS7 message
generation/detection capabilities, and dual tone multi-frequency
(DTMF) and multi-frequency (MF) tone generation/detection
capabilities. With respect to the SS7 functionality, the switching
matrix platform acts as a signaling node, also known as a service
switching point.
[0064] Switch host computer 106 stores and executes
computer-readable instructions for purposes of, among others,
configuring and operating telephone switch 104 and directing the
transfer of calls through switch 104. It also directs the playback
of recorded messages to callers connected to directory assistance
system 100. Pre-recorded greeting and closing messages played for
callers are recorded in the voice of the operator to whom the
caller will be, or was, connected. Switch host computer 106 directs
the playback of the appropriate message by identifying the operator
and the inbound channel 102a the caller is connected to and
specifying the message to be played.
[0065] Further, switch host computer 106 maintains call data for
each directory assistance call connected to directory assistance
system 100. The call data stored on the host computer consists of
the most recent assistance request received from each caller, and
includes one or more of: the calling telephone number, the date and
time of the caller's connection to directory assistance system 100,
the T1 span and channel the caller is connected to, the caller's
desired destination telephone number, the status of the caller's
previous directory assistance request, which operator assisted the
caller, etc. Additional call data is stored on system servers 120,
as described below. The call data stored on switch host computer
106 and system servers 120 are provided to directory assistance
providers when a caller makes multiple directory assistance
requests in one call to directory assistance system 100. By
considering the collected call data, such as the information that
was provided to a caller in a previous request, a directory
assistance provider can tailor subsequent assistance to be more
effective.
[0066] Switch host computer 106 also directs the transfer of
information between itself and system servers 120 (via data network
122) as well as between system servers 120 and switch 104 and
operator position 114/fulfilment agent position 119 (via channel
bank 110 and operator channel 112).
[0067] Operator position 114 includes means by which a live
operator receives calls, determines caller's informational needs,
searches for and retrieves information from system servers 120,
provides information to callers, and initiates outgoing calls. In
an exemplary embodiment of the invention, an operator at operator
position 114 is provided with a telephone headset 116 for
interacting with callers, and data terminal 118, connected to data
network 122, for interacting with system servers 120.
[0068] Each operator and fulfillment agent is equipped with a
terminal 118 and 121 that includes a monitor and keyboard with
associated dialing pad. The operator terminals are coupled over a
data network 122 to a data server 120a, allowing an operator to
access the data in data server 120a through the operator terminals
118 and fulfillment agent terminals 121.
[0069] System servers 120, which are interconnected via data
network 122, include one or more data servers 120a which provide
and manage data services within directory assistance system 100.
Data servers 120a maintain databases containing telephone and
business directories, billing information, and other information in
computer-readable form to be searched by operators in response to
callers' requests. As introduced above, data servers 120a also
store call data for later retrieval by directory assistance
providers furnishing subsequent assistance to a caller. The call
data stored on data servers 120a illustratively include how and
where a directory assistance provider searched for information to
satisfy a customer request, the information retrieved by the
assistance provider, how that information was displayed for the
assistance provider, and the form in which it was communicated to
the caller. Unlike switch host computer 106, data servers 120a save
call data concerning all requests made by a caller during one call
to directory assistance system 100, not just the most recent
request, but only for a predetermined period of time
(illustratively, one hour).
[0070] Billing information is stored in the form of call records,
which are created for each customer call into directory assistance
system 100. They contain data such as the caller's telephone
number, the date and time of the caller's connection to directory
assistance system 100, the dates and times of attempted connections
to destination parties, the duration of each call leg, etc. One or
more call records are created for recording events occurring during
a directory assistance call, and are closed when the customer
disconnects from directory assistance system 100.
[0071] The software used to create and manipulate the databases on
data servers 120a is known in the art of computer software and
allows directory assistance providers to search the databases by
name, address, type of goods or services, geographical region, etc.
In FIG. 1, switch host computer 106 and data servers 120a are
depicted as distinct entities; in an alternative embodiment they
are coterminous.
[0072] System servers 120 also include one or more voice servers (a
first voice server 120b is shown in FIG. 1) that provide, in
alternative embodiments of the invention, all or a subset of the
operator functions provided by a live operator at operator position
114. For example, voice servers store and deliver messages that
live operators would otherwise be required to frequently repeat for
callers, such as greetings, closing messages, and the caller's
requested telephone number.
[0073] The voice server 120b, also called a voice response unit
(VRU), is incorporated into the system to play the frequently
repeated parts of an operator's speech, namely the various
greetings and signoffs (or closings), and the caller's desired
telephone number where requested. 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
caller was routed to the directory assistance service), and it also
reduces the amount of time an operator is actually connected to a
caller. The voice server may also contain a voice recognition
system for receiving verbal input from a party connected to the
voice server.
[0074] The DL/C database server 136 and data server 120a provide
operators with the means to search for a caller's desired party,
and determine the appropriate telephone number. In the preferred
embodiment, the databases provide the capability to search not just
by name and address, but also by type of goods/services and/or
geographical region, or by any other attribute in the caller
record, including phone number. For example, the preferred database
can answer queries soliciting the names/numbers 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. The databases may be SQL
relational databases. SQL (Structured Query Language) is a standard
interactive and programming language for getting information from
and updating a database. Queries take the form of a command
language that lets you select, insert, update, find out the
location of data, and so forth. Database servers 134 and 136 may
also be located at a centralized location. Each remote LAN thus
accessing these databases via the LAN. Servers 120a and 136 are
separated for ease of explanation, but may be incorporated into a
single database.
[0075] Desirably, the results of the database search presented on
the operator's terminal 118 or fulfillment agent's terminal 121 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 callers using the directory assistance
service. In the alternative, businesses can bid to be listed at the
beginning of the list.
[0076] The database software itself is conventional. The presently
preferred best mode is to use a relational database, such as is
available from Sybase. However, much simpler software can
alternatively be used, such as DBase 4.
[0077] Directory listing information may be obtained from a number
of commercially available services and/or may be manually entered
into the DL/C database server 136.
[0078] In an illustrative embodiment, depicted in FIG. 3, voice
server 120b is connected to telephone switch 104 by voice server
link 124 and to switch host computer 106 and data servers 120a via
data network 122. Each voice server connects to telephone switch
104 via a separate voice server link. Voice server 120b consists of
a general purpose computer plus one or more voice cards (a first
voice card 302 is depicted in FIG. 3), which serve as the interface
between voice server link 124 and voice server 120b. Voice card 302
monitors and controls communications over voice server link 124;
its capabilities include telephone tone detection and generation,
voice recording and playback, and call progress analysis.
Therefore, very similar to telephone switch 104, voice server 120b
is capable of detecting connection status conditions, detecting
customer keypresses, and generating tones. Although FIG. 1 depicts
voice server 120b distinct from data servers 120a, in alternative
embodiments they are coterminous.
[0079] Voice server 120b also includes typical computer components
such as central processing unit 304, data storage unit 306, and bus
310 for transferring voice and data signals. Voice server 120b may
also contain a voice recognition subsystem (not shown) for
receiving verbal input from a party connected to the voice
server.
[0080] Voice server link 124 provides voice connections between
telephone switch 104 and voice server 120b, thus providing means by
which callers may be connected to voice server 120b and receive
automated operator assistance. Voice server link 124, in an
illustrative embodiment of the invention, is comprised of one or
more T1 spans, with each one of the 24 channels of each span
providing two-way communication.
[0081] At appropriate stages in a call progression, the switch host
computer 106 initiates a voice path between the voice server and
the switch 104 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 voice server. Computer 106 then instructs
the voice server, via the data network, what type of message to
play, passing data parameters that enable the voice server 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.
Advanced Directory Assistance Services
[0082] When, as described below in connection with one method of
implementing this invention, the caller is connected to voice
server 120b after a busy signal or a ring-no-answer condition is
detected, subsequent monitoring of inbound channel 102a and
outbound channel 102b is performed by voice server 120b; switch 104
continues to monitor outbound channel 102b to detect, for example,
when the destination telephone is answered or disconnected. As
mentioned above, voice server 120b contains voice card 302 which
provides telephone signal detection and generation capabilities
comparable to those of telephone switch 104. By drawing upon these
capabilities, directory assistance system 100 can offer advanced
directory assistance services to callers. Three services are of
particular value, and directory assistance system 100 can be
configured to automatically offer all, or a subset, of the three
services to callers who encounter a busy signal or a ring-no-answer
condition after the directory assistance system attempts to connect
them to their destination parties.
[0083] The first service of particular interest serves to inform
the caller of the telephone number retrieved in response to the
caller's directory assistance request. Illustratively, the caller
will press the "#" key to invoke this service. In response, voice
server 120b conveys a verbalization of each digit in the telephone
number. Alternatively, the caller may press another key, such as
the "7" key, to receive the destination telephone number via his or
her alphanumeric pager. One method by which directory assistance
system 100 may deliver the destination telephone number to the
caller's pager is by formatting a message containing the
information to be provided, sending the message to a paging server
maintained by the customer's service carrier, from whence it is
sent across the carrier's paging network to the customer. The
message may, alternatively, be received on another alphanumeric
communication device, such as the customer's wireless telephone.
The message will typically be addressed to the customer's automatic
numbering identification ("ANI") that was received with the
customer's call. The message passed to the customer will include
the destination telephone number and may include further
identification data such as the name and/or address of the
destination party.
[0084] The second service allows a caller to leave a message for a
currently-unreachable destination party. Voice server 120b records
the message provided by the caller and, at configurable time
intervals in the future, attempts to connect to the destination
telephone. When a successful connection is established, the message
is delivered. In a present embodiment, if the successful connection
is to a live person or an answering service, the answering person
will be informed that a message exists for a specified destination
party and will be requested to press a particular key to receive
the message. After playing the message, it may be played again. In
this embodiment, if the successful connection is to an answering
machine, the message will be played for the machine to record, thus
allowing the destination party to easily retrieve it.
[0085] In an alternative embodiment of this service, the
destination party will be required to call directory assistance
system 100 to retrieve the message left for that party by the
original caller. The party must enter an access code to retrieve
the message, thus ensuring that private messages are adequately
protected. If delivery or notification of the stored message is
attempted for a predetermined number of times without success, the
message will be deleted and the failed delivery attempt will be
noted.
[0086] The third service of particular interest enables a
destination party to return a calling party's call via a single
keypress, and has particular value when used in conjunction with
the second service. In such a combination, after voice server 120b
plays the message for the destination party, the destination party
may press a specified key to initiate a call to the original
caller. Voice server 120b will handle this as a normal outgoing
call.
Concierge-Like Services
[0087] As illustrated in FIG. 5, the telephonic system according to
a preferred embodiment of the present invention includes a wide
area network (WAN) 30 covering a wide coverage area. The WAN 30 can
be an Internet-based network such as the world wide web or can be a
private intranet based network. According to a preferred
embodiment, the WAN 30 covers an entire region (e.g., the entire
eastern seaboard of the United States), an entire country (e.g.,
United States) or group of countries (e.g., all of Canada, Mexico
and the United States). The WAN 30 connects a plurality of
operators and fulfillment agents dispersed throughout the wide
coverage area in a plurality of directory assistance centers 21,
22, 23, 24, 25, 26 and 27. Each of the directory assistance centers
21, 22, 23, 24, 25, 26 and 27, which in this instance comprises
directory assistance system 100 described above, covers one or more
regional coverage areas. One or more information hubs 10 are also
included in the WAN 30. An information hub 10 contains one or more
databases 20 and one or more servers 28 which are accessible by the
operators, and fulfillment agents in system 100.
[0088] Operators are generally provided with web browser
capabilities, telephone facilities as well as fully-featured
operator user interface applications which facilitate the searching
and retrieval of directory assistance information from database
sources. It is well understood that directory assistance operators
receive and respond to requests for directory assistance. According
to the present invention, in addition to responding to requests for
directory assistance, the operators are capable of receiving
requests from calling customers throughout the system for requests
for concierge-type services. When a request for concierge-type
services is received by an operator, the operator completes a
record of the request. This record is referred to as a
"ticket."
[0089] A web-based form of ticket is accessible by each of the
operators over the WAN. One such form is shown in FIG. 6. To
complete the ticket, information regarding the concierge services
request is gathered in a number of ways. The customer may, for
example, specifically request a particular restaurant or a
particular airplane flight or hotel reservation. Using a request
for a restaurant reservation as an example, the operator may
solicit from the calling customer their first choice for a
restaurant, their second choice for a restaurant, preferred seating
times, alternative seating times, etc. In this case, information
may be directly entered into the form.
[0090] More typically, however, the customer will have certain
desires--e.g., a vegetarian outdoor restaurant in `Cardiff by the
Sea` as per FIG. 6, or a midnight flight from New York's JFK
Airport to San Diego International airport. In this case, the
operator will search the various databases at his/her disposal to
compile a specific request for the calling customer. (The term
"operator" is meant to include both human operators as well as
automated operators such as voice response and voice detection
units.) The operator may then obtain directly from the calling
customer information regarding preferred seating times, alternative
seating times, etc.
[0091] Information, such as who the calling customer is and contact
numbers so that the system can confirm with the calling customer
when the request is fulfilled, are advantageously obtained from
information regarding the calling customer residing on the system
databases. The system automatically uses this database information
to complete part of each ticket.
[0092] According to the present invention, the operator's web
browser provides a direct connection to either a server in one of
the information hubs, or to a central server, in the system. In
essence, the operator interface and the server are in a
client-server arrangement. Thus, in effect, when the ticket is
filled-in, the operator sends the ticket over the WAN to the
concierge database to be picked up for fulfillment.
[0093] Fulfillment agents fill the requests for concierge services
received by the operators. Fulfillment agents are provided similar
web browser and telephone facilities to those provided to the
operators. By means of the web browser, the fulfillment agent has
access to one or more web pages. These web pages provide the
fulfillment agents with information regarding outstanding requests
for concierge services. (The public's access to these web pages is
restricted so the privacy of the calling customer is protected.)
When a ticket created by an operator needs fulfillment in a
particular regional coverage area, the web page for the fulfillment
agent in that regional coverage area will change and indicate that
a ticket needs to be processed. The system periodically refreshes
the web pages to keep fulfillment tickets current. Advantageously,
the fulfillment agents are located throughout the coverage area. A
fulfillment agent preferably is an individual with specialized
knowledge of the regional coverage area and the services provided
therein so they can effectively fulfill the requests for local
concierge services. The fulfillment agent may be a call center
supervisor, an underutilized operator or a task specific employee
in a particular directory assistance center.
[0094] According to the preferred embodiment, a centralized
concierge relational database is maintained in a central
information hub. The preferred database being a structured query
language (SQL) relational database, although other relational and
non-relational systems may be implemented without departing from
the scope or intent of the present invention. A motivation behind
maintaining the concierge database in a single information hub is
that such centralization provides the capability of receiving a
request for concierge services in a first regional coverage area
where the requested services are in a second regional coverage
area. For example, suppose a business traveler in New York intends
to fly later that day to San Diego to have dinner that evening in
"Cardiff by the Sea." The traveler dials the New York directory
assistance center. The traveler informs the operator who receives
the call in the New York center of his travel plans and his desire
to eat at a "Cardiff by the Sea" restaurant. The operator in the
New York center creates the ticket for the business traveler. That
ticket is recorded in the centralized concierge database. The
server will then automatically route the ticket to a fulfillment
agent in the San Diego directory assistance center. As a result,
the ticket appears on the screen of the San Diego fulfillment agent
in the San Diego directory assistance center.
[0095] Each directory assistance center has an identification
number and/or name. When an operator creates a ticket, the system
by default assigns the ticket to the directory assistance center
where it was created. This is accomplished by assigning the
originating center's identification number/name to the ticket.
However, the operators have the capability to change this
assignment, by manually inputting the identification number/name of
the center where the request for concierge services is to be
directed. In the example above, the operator in the New York center
would change the identification number/name of the fulfilling
center from the default of the New York center to the San Diego
center.
[0096] While implementation of full concierge databases/database
server in each directory assistance center adds administrative
overhead, the present invention encompasses embodiments where the
concierge database/database server is not centralized in a single
information hub but is instead distributed throughout the system.
Similarly, in a further alternative embodiment in addition to the
centralized database, one or more localized concierge databases may
be maintained locally to keep, maintain and update travel and
concierge-type information relevant to only that particular locale.
Further, while the concierge database is described and depicted as
a separate and independent database from the other maintained
databases (e.g., directory assistance database or a customer
information database), it is well understood by those skilled
artisans that the concierge database may reside as part of one or
more of the databases maintained by the organization.
[0097] Referring to FIG. 5, both the operators and fulfillment
agents have access to these concierge databases. The WAN 30
connects the operators and fulfillment agents to the concierge
databases 20. In general terms, the concierge database maintains
information regarding concierge services. For example, the
concierge database includes customer credit card information, and
information regarding the status of the request for concierge
service. Typically, restaurants and hotel listings are maintained
on a directory assistance database separate from customer and
ticket data. However, in an alternative embodiment, all concierge
information is maintained on a separate concierge database.
[0098] A further network is provided to connect the fulfillment
agents to providers of services, such as airlines, hotel chains,
restaurants, travel agents (including web-based travel service
providers such as Expedia, Priceline.com, Travelocity). Such a
network connection may be a public or private network (such as a
VPN).
[0099] FIG. 6 illustrates a graphical interface used by an operator
to generate a ticket. The interface is designed so that the
operator asks appropriate questions to accumulate sufficient
information to fill the customer's request. The intent of the
interface is that the ticket can be filled by the fulfillment agent
without further interaction between the system and the calling
customer. However, should further interaction be required, the
interface includes contact information so a follow-up phone call
can be placed to the customer, either to advise the customer that
the request has been filled or to obtain further information so the
request may be filled. The interface shown in FIG. 6 is directed to
a request for a restaurant reservation. It should be appreciated
that different interfaces may be used for different types of
requests. For example, an interface may be specifically designed
for hotel reservations, airplane reservations or car reservations.
The operators may select via menu the appropriate interface for the
customer request. Alternatively, the appropriate menu may be
selected automatically by the system based on skills-based routing
or by dialed telephone number.
[0100] Referring now specifically to the interface shown in FIG. 6,
the interface includes a plurality of sets of fields, each of the
fields capable of capturing data input. The first set of fields
relates to the identification of the calling customer. The first of
the three fields in the first set is the "Name of Reservation"
indicating the calling customer requesting the reservation. The
second field is the "Caller MIN" indicating the calling customer's
Mobile Identification Number (MIN). The third field is the "Carrier
ID" indicating the carrier who provided the call to the calling
center. The system may be designed to input the information into
these fields automatically. The calling center's switching
equipment described herein is capable of detecting the information
associated with these fields directly from the incoming call. Thus,
when an operator selects this interface in connection with a call,
these fields may automatically be filled in. Additional fields
relating to the identification of the calling customer may also be
automatically filled in and displayed. The additional fields
include the home address of the calling party and the present
location of the calling party to the extent such information is
available from the carrier, by GPS or other locating means.
[0101] The next two sets of fields relate to the particular
restaurant desired by the calling customer. The first set of fields
relate to the first choice for the restaurant, its phone number,
and its address. Similarly, the second set of fields relate to the
second choice for the restaurant, its phone number and its address.
The fields titled "First Choice Restaurant" and "Second Choice
Restaurant" are typically completed with information solicited by
the operator from the calling customer. However, records kept in
the databases may include a list of favorite restaurants for this
particular customer. In addition, there may be more than one list
of favorite restaurants maintained, one for each of the different
cities frequented by the calling customer. In another embodiment of
the present invention, the operator may offer the calling customer
recommendations of restaurants from well-known lists of restaurants
such as those generated by Zagats, Sidewalk.com or another director
database maintained by the system. Advantageously, once the
"restaurant names" fields are completed, the remaining fields
relating to the phone number and address of the restaurants may
automatically be filled in by information obtained from the
directory assistance databases maintained in the system. Relevant
database information can also be manually transferred by the
operator into the ticket fields.
[0102] The next set of fields in the operator interface relate to
the details needed for making the restaurant reservation. The first
field is titled "Date of Reservation" which is the date the
customer wants the reservation. This field is completed with
information solicited by the operator from the calling customer.
The date of the telephone call is used as the default and may be
modified by operator input to a future date if requested by the
caller. The next field is titled "Number in Party" and corresponds
to the size of the party for which the reservation is sought. This
field is completed with information solicited by the operator from
the calling customer. This field advantageously may default to
information contained in a record entry in a database corresponding
to the calling customer's preferred size of dining party. The third
field is titled "Preferred Time" which corresponds to the time the
calling customer desires the reservation. This field is completed
with information solicited by the operator from the calling
customer. This field advantageously may default to information
contained in a record entry in a database corresponding to the
calling customer's preferred dining hour. The fourth field in this
set is titled "If unavailable then from:" which corresponds to the
calling customer's acceptable dining times. Again, this field is
completed with information solicited by the operator from the
calling customer and advantageously defaults to a record entry in a
database corresponding to the calling customer's preferred dining
hours.
[0103] The last set of fields in the operator interface corresponds
to contact information. The contact information fields comprise two
sets of fields corresponding to a contact name, contact method, and
telephone number. Typically, this information advantageously
defaults to information contained in a record entry in a database
corresponding to the calling customer's preferred contact names,
methods and phone numbers. The operator is expected to confirm with
the calling customer the correctness of this information. Regarding
the contact method, a pulldown menu is provided. Any number of
contact methods are available including phone, wireless phone,
pager, fax, and email. Whenever one particular method is chosen,
the corresponding telephone number and/or email address appears. It
is understood that the same name may be entered in both contact
name fields but two different contact methods may be chosen, for
example, phone and pager.
[0104] A notes field not illustrated in FIG. 6, is an additional
field in which the operator may type in comments such as special
dietary requirements, special seating requests, etc.
[0105] A further field not illustrated in FIG. 6 is the field
associated with the center targeted to fill the request. As
described previously, the system uses the center which generates
the ticket as the default fulfillment center. However, in instances
in which the caller seeks concierge services outside the generating
center's regional area, the operator will modify the ticket to
direct the ticket to the appropriate fulfillment center. In a
preferred embodiment, the system, automatically recognizes when the
request for concierge services are outside the generating center's
regional area and will prompt the operator if he/she wants to
direct the ticket to a more appropriate calling center.
[0106] Some forms of tickets according to the preferred embodiment
are illustrated in FIGS. 7-10. Referring to the form of ticket
illustrated in FIG. 7, this ticket is presented by the system to a
fulfillment agent sitting in the directory assistance call center
which will fulfill the ticket, in this example the San Diego call
center. Via the WAN, the server in the information hub directs a
ticket to the display of a San Diego fulfillment agent. The ticket
provides the fulfillment agent with general information regarding a
customer's request for concierge services. For example, with the
ticket shown in FIG. 7, the fulfillment agent is provided with
information regarding the identification of the ticket, the date
and time of the next action to fill the request, the desired
reservation date and time, the name of the requesting customer, the
name of the target restaurant and the status of the request.
[0107] A first field is labeled "ID" and corresponds to the
identification of the particular request for concierge services.
The ticket is linked in the database to other records regarding the
concierge services request such as all of the information taken
down by the operator in generating the request. The fulfillment
agent can access these additional records by selecting the ID
field. (Because the ticket is presented to the fulfillment agent in
the form of a web page, the fulfillment agent may select the ID
field by means of a mouse click. The system server recognizes the
mouse click and presents information to the operator.)
[0108] It is understood that a fulfillment agent will usually
attempt to fill more than one ticket at a time. Thus, a fulfillment
agent will necessarily have the capability to step through the
various tickets currently at the fulfillment call center that
require fulfillment. This advantageously allows the fulfillment
agent to prioritize which of the then-pending tickets he/she will
attempt to fulfill. Server software may also automatically
prioritize tickets, allowing the fulfillment agent to override such
prioritization if necessary. The concierge database may be
searchable by any and all of the fields in the request, but
preferably by the restaurant or customer name. In FIG. 7 it is
shown that the agent is provided on his/her screen, facilities to
search requests by restaurant name or by reservation name. In
addition, the fulfillment agent may step through the tickets
pending at that call center, one by one, by page-up and page-down
keys, or by back and forward keys on the web browser interface.
[0109] The system creates an environment to ensure that tickets are
responded to by fulfillment agents in such a way so as to maximize
the probability that customers' requests are filled. One of the
methods that the system implements towards this end is to
prioritize, schedule and record all of the actions taken by the
fulfillment agents on each request. Thus, the system advantageously
minimizes the amount of guess work associated with the request.
Instead, it provides each fulfillment agent with clear instructions
when attempts to fill a request should be made. The field labeled
"Next Action Date/Time" is integral in this process. It informs the
fulfillment agent of the time and date that the agent should
attempt to fill the customer's request. The system advantageously
includes an alarm subsystem which automatically signals the
fulfillment agent that an action should be taken toward the
fulfillment of the request.
[0110] In terms of prioritization, the system employs one or more
queues which allow the system to process tickets based on next
action time. Depending upon the availability of system resources,
the system may assign a plurality of fulfillment agents to each of
the queues to maximize the probability of request fulfilment. Each
ticket's next action time is preferably based on when an action
last took place. A ticket's next action time may be set as
follows:
[0111] 1. No further action required as of midnight of the
reservation date.
[0112] 2. Currently needs further processing.
[0113] 3. Needs more processing as target telephone was busy.
[0114] 4. Needs more processing as targeted telephone had no
answer.
[0115] 5. Fulfillment agent may override the next action time.
[0116] More urgent tickets may be processed before less urgent
ones. The system weighs a number of factors in determining which of
the tickets are most urgent. These factors include the proximity
between the current time and the reservation date and time and the
duration of time that the request has been under the status
"Requires Fulfillment." In addition, particular customers may
warrant higher or different priority treatment. With these
requests, the systems may place these tickets ahead of other
tickets in the queue. Alternatively, the system may employ two
queues, one for priority customers and one for non-priority
customers. Special fulfillment agents, such as those having special
language skills or those having more years of experience on the
job, may be assigned to the priority queues.
[0117] Scheduling and recording of the processing of tickets is now
described in connection with FIGS. 8-10. FIG. 8 illustrates a
ticket after its creation. The ticket comprises a request section
and an event section. The request section appears just below the
event section and is simply the request as taken down by the
operator as described above in connection with FIG. 6. The
fulfillment agent may scroll up and down the page to view the
different portions of the ticket.
[0118] The event section is illustrated in FIGS. 8-10. The event
sections are essentially a menu-driven table. The event table
facilitates the scheduling and recordation of all of the actions
taken upon a particular request. A time and date stamp identifies
when the last action was taken upon the request. Next, a menu
driven list sets forth all of the permissible actions that may be
taken with respect to the request. The list of permissible actions
include calling the first restaurant, calling the second
restaurant, contacting the first customer contact, contacting the
second customer contact, or simply viewing the request. Additional
action types may be added, as needed. One of the major advantages
of the present invention is the ease by which these actions are
taken by the fulfillment agent. Upon selection of a particular
action, the directory assistance center automatically retrieves the
number or routing information of the appropriate party (e.g., the
telephone number of the first or second restaurants or the pager or
email address of the first or second customer contact) from the
ticket record and may thereafter attempt to establish a connection
with the appropriate party. The directory assistance center of the
present invention includes one or more voice and/or data
connections which provide connection to a public network over which
outgoing calls or messages may be placed. Because of this
environment, when the fulfillment agent selects a particular action
in the menu, a connection to the appropriate party may be
established without further action on the part of the fulfillment
agent. This eliminates the requirement that the fulfillment agent
look up the telephone number in some database (whether it be a
phone book or computer database), manually dial the telephone
number, redial if a misdial occurs, look up a second number for the
second restaurant, and so on. Thus, the present invention
significantly reduces the time and effort associated with providing
concierge services. The fulfillment agent may also, if desired,
manually dial the desired telephone number.
[0119] The next column in the event table is a menu driven list of
the results of the last action. The list of permissible results of
the last action include both the successful completion of an action
(e.g., reservation made at desired time, customer contact notified
and reservation confirmed, etc.), incomplete attempt to complete
action (leaving message on answering machine of restaurant, being
placed on waiting list of restaurant, reservation available but
outside range of time, unable to contact person, etc.) as well as
the failure to complete a request because of the inability of the
restaurant to meet the customer request (no reservation within
range requested, no tables available, etc.). In addition, any of
the possible network communication events such as ring-no-answer,
busy, or network problem may be result of last action. These
network communication events may advantageously be detected by the
directory assistance center and automatically entered into the
list.
[0120] The next column in the events table is a place for the
fulfillment agent, if applicable, to write any notes. These notes,
along with the remainder of the ticket, allow a second fulfillment
agent to pickup where a first fulfilment agent left off and
continue processing the first fulfillment agent's ticket.
[0121] A ticket has a current status. The ticket may be "new." A
"new" ticket indicates there is a first action to be taken for the
reservation request. The ticket may "require fulfillment." A ticket
"requiring fulfillment" indicates a first action has been taken but
further actions are required. The ticket may "require customer
notification." A ticket requiring customer notification indicates
that the customer must be notified because either the reservation
has been successfully completed or there was a failure to complete
the reservation and no other actions are possible. The ticket may
also be "canceled" or "closed" indicating that the customer has
canceled the request or that the request has been completed and the
ticket has been closed. A "notified" ticket indicates that the
customer has been informed of the status of the request.
[0122] The event section of the ticket further includes a next
action time/date. Whenever further actions are required on the
ticket, the system automatically establishes a time and date for
the next further action to be taken. The system uses a simple
algorithm to establish the time and date for the next action. So
long as there is sufficient time between the current time and the
time by which the reservation must be made, the next action
time/date will be set at regular intervals (for example, every 15
or 30 minutes). However, when the time between the current time and
the time by which the reservations must be made draws near, the
next action time/date will accelerate to ensure the customer is
notified. This auto next action time may be manually
overridden.
[0123] Method of Operation
[0124] One method of implementing the present invention is depicted
in FIGS. 4A-4E. As an initial process, switch host computer 106 is
programmed at step 400 with instructions for configuring and
operating telephone switch 104 in accordance with the present
invention. The instructions are loaded in computer-readable form,
as is known in the art.
[0125] A directory assistance call is received (step 402) by
directory assistance system 100 at T1 interface 230 of telephone
switch 104 via inbound communication channel 102a. A directory
assistance call may originate at virtually any telephone, whether
wireless, portable, or stationary. Callers 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." The participating telephone
company's own switching system will then reroute the call to the
directory assistance service center 100 (via a T1 channel), where
it appears as an incoming call.
[0126] In receiving the call, directory assistance system 100 also
receives data concerning the caller's identity, such as the
caller's ANI, and the area of the call's origination, such as the
originating cell site. This information is used, as described
below, to verify that the customer is authorized to connect to the
desired destination party via directory assistance system 100.
[0127] Switch host computer 106 and data server 120a commence (step
404) the collection of call data, starting with the information
listed immediately above. The call data is updated as directory
assistance system 100 takes action on behalf of the caller.
Therefore, when a caller makes successive assistance requests, the
directory assistance provider (i.e., a live operator or voice
server 120b) called upon to satisfy each subsequent request can
refer to information concerning the caller's connection to
directory assistance system 100 and the information provided in
response to the caller's previous requests.
[0128] Switch host computer 106 determines (step 406) whether any
directory assistance operators are available. If no operators are
immediately available, and the caller has not already been waiting
(step 408) for an operator, CPG 212 generates (step 410) a ringback
tone across T1 interface 230 to inform the calling customer that
his or her call is being queued to await an available operator.
Waiting calls are then placed (step 412) into an automatic call
distribution queue ("ACDQ") which is maintained by switch host
computer 106 and constructed such that queued calls are routed to
available operators in the order in which they were received. When
one or more operators are available (step 406), a queued call, or
if no calls are queued then a new call, is connected (step 414) to
an available operator by switch 104 through EXCPU/MXCPU 204 and
operator channel 112. In one embodiment of the invention, calls
that are returned to an ACDQ due to an unsuccessful attempt to
complete an outgoing call are placed into a separate ACDQ that has
a higher priority than the ACDQ that holds new calls.
[0129] Once connected to an operator, a greeting message is played
(step 416) for the caller. In illustrative embodiments, the message
may be live from an operator or recorded (in the voice of the
operator to whom the call is connected) and played back by voice
server 120b. Switch host computer 106 directs the playback of
recorded messages from voice server 120b by identifying the inbound
channel 102a and the operator with which the caller is connected
and specifying the message that voice server 120b is to play.
[0130] The caller typically then states (step 418) his or her
directory assistance request by identifying, as far as he or she is
able, the destination party he or she wishes to contact. The
operator searches databases of information (e.g., listings of
private individuals and businesses), stored on data servers 120a,
for the appropriate destination telephone number. Database records
matching the caller's query may be displayed on the inquiring
operator's data terminal 118 in a variety of formats, such as
alphabetical, random, etc. The operator retrieves (step 420) the
information most closely matching the caller's request.
[0131] Based on the destination telephone number retrieved by the
operator, the caller identification information received with the
call by directory assistance system 100, and call authorization
data stored on data servers 120a, the operating software on the
data servers attempts to verify (step 422) the caller's
authorization to connect to the destination telephone number
through directory assistance system 100. For example, a caller may
not be authorized to make long-distance telephone calls on his or
her account. When such a caller connects to directory assistance
system 100 from his or her home local calling area, the software
simply determines whether the caller is trying to call a
destination telephone number outside of the caller's local calling
area. If, however, the caller is connected to directory assistance
system 100 from a calling area outside of his or her home local
calling area, the software uses the ANI received with the call, as
well as the destination telephone number, to determine whether the
caller is attempting to place a long-distance call.
[0132] If the caller is not authorized (step 422) to make the
requested call through directory assistance system 100, the caller
will merely be provided with the destination telephone number (step
424). Additionally, the caller may only be authorized to receive
information from directory assistance system 100 (i.e., he or she
may not place any calls through the system). In this situation, the
caller could never advance further than step 424.
[0133] If, however, authorization is verified (step 422), the
operator initiates an outgoing call for the caller by seizing (step
426) outgoing communication channel 102b from T1 interface 230 and
outdialing (step 428) the destination telephone number. Outdialing
is a function of telephone switch 104, whereby switch 104 transmits
the destination telephone number after it is entered. Entry of the
destination telephone number may be done manually by an operator
(i.e., the operator keys the number in via operator telephone 116)
or automatically by data server 120a (i.e., data server 120a
delivers the destination telephone number to switch 104 after the
number is identified by the operator).
[0134] Switch host computer 106 is notified of the outgoing call
and automatically instructs telephone switch 104 to apply (step
430) CPA 218 to outbound channel 102b and DTMF receiver 214 to
inbound channel 102a after outdialing. Although a plurality of the
programmable DSPs on MFDSP unit 210 are allocated and configured as
CPAs and DTMF receivers, they remain in a quiescent state until
assigned to an outbound channel. Telephone switch 104 then connects
(step 432) the calling customer on inbound channel 102a to the
outgoing call on outbound channel 102b.
[0135] CPA 218 monitors the outgoing call on outbound channel 102b
for a predetermined number of rings, a predetermined amount of
time, or until a specified connection status is detected. A
successful call, in which the destination telephone is answered, is
recognized by T1 interface 230 of switch 104. Illustratively, T1
interface 230 identifies a successful call by detecting, on
outbound channel 102b, the bit transition that occurs when the
destination telephone converts from an on-hook status to an
off-hook status. The detection of a successful call is relayed to
switch host computer 106 by switch 104. In one telephone switch
according to the invention, T1 interface 230 first notifies
EXCPU/MXCPU 204 of the successful call via TDM midplane 202.
EXCPU/MXCPU 204 in turn notifies switch host computer 106 via
switch data link 108.
[0136] When an outgoing call is successfully completed (step 433),
directory assistance system 100 remains passively connected to the
call. When the destination telephone is disconnected (step 434), T1
interface 230 detects another bit transition indicating that the
destination telephone changed from off-hook to on-hook, and switch
104 drops (step 436) CPA 218 and DTMF receiver 214.
[0137] If and when the customer disconnects (step 438), whether
before or after the called party disconnects, the customer's call
is broken down and the connection between the customer and
directory assistance system 100 is terminated. If the caller does
not disconnect from directory assistance system 100 within a
configurable period of time after the called party disconnects,
voice server 120b is connected (step 440) to the caller via voice
server link 124. Voice server 120b, utilizing the capabilities of
voice card 302, then commences (step 442) its own DTMF detection
and, substantially simultaneously, presents (step 446) the caller
with an audio menu of selected directory assistance options. The
caller selects (step 448) an option by pressing the specified key,
illustratively, the "#" key to hear (step 450) a recitation of the
destination telephone number, the "*" key to be connected (step
452) to a live operator at operator position 114, or the "7" key to
have directory assistance system 100 convey the destination
telephone number to the caller by transmitting (step 454) it to the
caller's alphanumeric pager or telephone. The customer's input is
detected and identified by voice card 302. Voice server 120b
performs the corresponding function, after which the caller may
disconnect or return to step 446.
[0138] If, however, the call is unsuccessful (step 433), CPA 218
will detect (step 460) a telephone connection status condition such
as a ring tone, busy, reorder, PBX intercept, SIT intercept, vacant
code, reorder-SIT, no circuit LEC, reorder-carrier, no
circuit-carrier, dial tone, continuous on tone, or silence.
Telephone switch 104 identifies (step 462) the condition and
notifies switch host computer 106. Subsequent action depends upon
which connection status condition was detected.
Busy Signal
[0139] If the detected condition is identified as a busy signal
(step 462), telephone switch 104 drops (step 480) CPA 218 and DTMF
receiver 214 from outbound channel 102b and inbound channel 102a,
respectively, then terminates (step 482) the outgoing call by
releasing outbound channel 102b. Switch 104 then transfers (step
484) the caller to voice server 120b so that the caller can receive
automated directory assistance. In order to transfer control of a
call to voice server 120b, telephone switch 104 connects inbound
channel 102a to voice server link 124. As opposed to directory
assistance systems in which a voice server, operating under the
control of a switch host computer, is merely conferenced or bridged
onto a caller's connection with a switch or called parties, in the
present embodiment of the invention not only does the voice server
connect to the customer's call into directory assistance system
100, it also takes control over the customer's call. In order to
route a call back to switch 104, either for transfer to a live
operator or to re-dial a destination telephone number, voice server
120b simply sends a specified message to switch host computer 106
via data network 122 identifying which inbound channel the caller
is on. Switch host computer 106 then instructs switch 104 to direct
the new call attempt.
[0140] Along with the caller's connection, voice server 120b
receives (step 486) the associated call data, described above, from
switch host computer 106 and data servers 120a over data network
122. Voice server 120b then plays (step 488) a message to the
caller, explaining that the destination telephone is busy, and
initiates (step 490) DTMF detection on inbound channel 102a, using
voice card 302, in order to detect keys pressed by the caller.
[0141] Voice server 120b presents (step 492) the caller with an
audio menu offering several directory assistance options. The
caller chooses (step 494) one by pressing the specified key,
illustratively, the "#" key to have voice server 120b recite (step
496) the dialed telephone number, the "*" key to transfer (step
498) the caller to a live operator, the "1" key to record (step
500) a message for later delivery to the destination party, the "2"
key to transfer (step 502) the call back to switch 104 and attempt
the same destination telephone number again (by resuming operation
at step 426), or the "7" key to receive (step 504) the destination
telephone number via the caller's alphanumeric pager or telephone.
The caller's selection may, alternatively, be spoken into the
caller's telephone and received by a voice recognition subsystem
associated with, or contained within, voice server 120b. Unless the
caller disconnected from directory assistance system 100,
transferred, or recorded a message for later delivery, voice server
120b will automatically return to step 492 after performing the
requested function. For the times when a caller records a message
for delivery to the destination party, voice server 120b can be
configured to either return the caller to step 492 or terminate the
caller's connection. If the caller chooses to transfer to a live
operator, telephone switch 104 takes control of the call from voice
server 120b. If no operators are currently available, the caller
hears a ringback tone generated by CPG 212 and is placed into a
queue, as explained above.
[0142] When a directory assistance-connected caller is rerouted to
a live operator after an unsuccessful call attempt, regardless of
what connection status condition was encountered, the live operator
receives substantially the same call data as voice server 120b did
in step 486.
Ring-No-Answer Condition
[0143] When a ring-no-answer condition is detected (step 462), it
is desirable to allow sufficient time for the called party to
answer the call, but yet also provide the caller with options other
than simply waiting continuously for an answer. After telephone
switch 104 drops (step 510) CPA 218 and DTMF receiver 214, it
bridges (or conferences) voice server 120b (step 512) onto the
caller's connection. The ring tone received over outbound channel
102b is muted (step 514), and voice server 120b receives (step 516)
the associated call data from switch host 106 and data servers
120a. Voice server 120b then initiates (step 518) its own DTMF
detection, via voice card 302, in place of the counterparts dropped
by switch 104 and presents (step 520) the caller with an audio
menu.
[0144] The audio menu presented in response to a ring-no-answer
condition is similar to that offered after a busy signal. The
caller selects (step 522) an option by pressing the specified key,
illustratively, the "#" key to have voice server 120b recite (step
524) the dialed telephone number, the "*" key to transfer (step
526) the caller to a live operator, the "1" key to continue
monitoring (step 528) the outbound connection for an answer by the
destination party, the "2" key to record (step 530) a message for
later delivery to the destination party, or the "7" key to receive
(step 532) the destination telephone number via the caller's
alphanumeric pager or telephone. The caller's selection may,
alternatively, be spoken into the caller's telephone and received
by a voice recognition subsystem associated with, or contained
within, voice server 120b. Unless the caller disconnected from
directory assistance system 100, transferred, chose to continue
monitoring outbound channel 102b, or recorded a message for later
delivery, voice server 120b will automatically return to step 520
after performing the requested function. When a caller records a
message for delivery to the destination party, voice server 120b
can be configured to either return the caller to step 520 or
terminate the caller's connection. If the caller chooses to
transfer to a live operator, telephone switch 104 takes control of
the call from voice server 120b. If no operators are currently
available, the caller hears a ringback tone generated by CPG 212
and is placed into an ACDQ, as explained above.
[0145] If the caller chooses the option of returning to the ring
tone, voice server 120b is dropped out of the conference, and
switch 104 is responsible for detecting DTMF signals in order to
allow the caller to connect to a live operator by pressing the "*"
key. Unless the destination telephone is answered or the "*" key is
pressed, directory assistance system 100 simply maintains the
ringing outbound connection until the caller disconnects.
[0146] If the called party answers the telephone after the call is
transferred (step 512) to voice server 120b, T1 interface 230 in
switch 104 detects a bit transition on outbound channel 102b, as
described above. Switch 104 then takes control of the call,
terminates the connection to voice server 120b over voice server
link 124, and the caller and the called party are connected.
Network Communication Failure
[0147] Connection status conditions such as reorder, PBX intercept,
SIT intercept, vacant code, reorder-SIT, no circuit LEC,
reorder-carrier, no circuit-carrier, dial tone, continuous on tone,
and silence indicate a communication problem in the telephone
network. In the event that one of these conditions is identified
(step 462), subsequent action is quite different from when a busy
signal or ring-no-answer condition is detected. Specifically,
telephone switch 104 drops (step 464) CPA 218 and DTMF receiver 214
and releases (step 466) outbound channel 102b. Voice server 120b is
connected (step 468) to the caller, receives (step 470) the
associated call data, and informs (step 472) the caller that a
network problem was encountered. The caller is then transferred
(step 474) to a live operator at operator position 114 and hears
(step 476) a return greeting message played by voice server 120b.
Note that the caller was not required to take any action to be
reconnected to a live operator; directory assistance system 100
automatically took the necessary action. Subsequent activity
resumes at step 418.
SS7 Connection Procedure
[0148] In a SS7 system, the telephone company or wireless carrier
transmits call set-up information associated with the call to the
directory assistance center from the telephone company' signaling
network node (via a T1 channel) to the directory assistance center.
For purposes of illustration, a SS7 call initiation procedure will
be described, which is utilized not only in routing a caller's call
to the directory assistance center, but also by the directory
assistance center in connecting the calling caller to the desired
number.
[0149] The phone company (as the originating SSM) first transmits
an Initial Address Message (TAM) to reserve an idle trunk circuit
from the originating switch to the destination switch (in this
case, switching matrix platform 104). The destination switch
examines the dialed number, determines that it serves the called
party and that the line is available for ringing. The destination
switch then transmits an Address Complete Message (ACM) to the
originating switch to indicate that the remote end of the trunk has
been reserved. The destination switch rings the called party line
and sends a ringing tone over the trunk to the originating switch.
When the originating switch receives the ACM, it connects the
calling party's line to the trunk to complete the voice circuit
from the calling party to the called party. The calling party hears
the ringing tone on the voice trunk. When the called party picks up
the phone, the destination switch terminates the ringing tone and
transmits an Answer Message (ANM) to the originating switch. The
originating switch then verifies that the calling party's line is
connected to the reserved trunk and, if so, initiates billing.
[0150] During the course of the call, if the calling party hangs up
first, the originating switch sends a Release Message (REL) to
release the trunk circuit between the switches. Upon receiving the
REL, the destination switch disconnects the trunk from the called
party's line, sets the trunk state to idle, and transmits a Release
Complete Message (RLC) to the originating switch to acknowledge the
remote end of the trunk circuit. When the originating switch
receives the RLC, it terminates the billing cycle and sets the
trunk state to idle in preparation for the next call. On the other
hand, if the called party hangs up first, or if the line is busy,
the destination switch sends an REL to the originating switch
indicating the release cause, such as a normal release or busy
condition. When the originating switch generates the RLC, it
terminates the billing cycle and sets the trunk to idle.
[0151] 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. In other embodiments, other
distribution logic schemes are utilized, such as Skills-Based
Routing or a priority scheme for preferred callers. The queue is
maintained by switching matrix host 106.
[0152] When a call is connected to an operator, switching matrix
host 106 directs voice server 120b (also conferenced into the call)
to play a greeting message, using a message prerecorded by the
connected operator. Both the operator and the calling caller hear
the message, which incorporates the name of the service or company
to which the caller is a subscriber (in other words, the call is
"branded"). The message ends with a prompt, thus cueing the caller
to volunteer what information they are seeking.
[0153] When the automated greeting is complete, the voice server is
disconnected, and the operator and the caller are left connected by
a 2-way speech path. From this point, the caller is interacting
with a live operator. In the event that the voice server 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 116 permanently off-hook. Their telephones do not
ring when a call is presented.) The operator then speaks a greeting
and prompt in real time, instead of the voice server playing a
message.
[0154] Concierge-Like Service
[0155] The concierge-like service will now be illustrated by an
example, as per an embodiment of a method illustrated in FIGS. 11
and 12. The scenario depicted in the illustrative example is where
a caller using his wireless telephone at John F. Kennedy airport in
New York, requires a dinner reservation at a vegetarian restaurant
in "Cardiff by the Sea" near San Diego. It should be appreciated
however, that a restaurant reservation service is but one type of
service that the telephonic concierge service may be able to
provide. Other areas of use may include, but are not limited to:
information, reservation and ticketing for events, accommodation,
transportation and travel, information regarding news, stock prices
and weather, and providing access to other services such as grocery
or flower delivery, etc.
[0156] As per the illustrative example, illustrated in FIGS. 11 and
12, the caller dials Directory Assistance (DA) (step 200). The
caller is connected to an operator or a voice server (step 202).
After a greeting, the caller is informed either by the voice server
or by the operator about the telephonic conceierge service (step
204). At this point the concierge service may also be explained to
the caller. The caller may already be aware of the concierge
service and therefore can skip the introduction and/or explanation
of the service (step 240).
[0157] If the caller is interested in using the concierge service,
she can either request directory listing information (step 210) or
directly make a reservation request (step 208). If the caller
requests restaurant listing information at step 210 the operator
prompts the caller (step 211) for details regarding for example the
type of restaurant, the restaurant location, the approximate date
and time of the reservation and other preferences like for example
dietary requirements, smoking or non-smoking, outdoors or indoors
etc. The operator then inputs these details into a caller profile
database through server 134 (step 213). Using a search engine, the
operator searches a directory listing database through server 136
(step 212) for restaurants based on the above-mentioned caller
details and preferences. As per our example, a suitable restaurant
is located in "Cardiff by the Sea," near San Diego.
[0158] If the caller knew the name of the restaurant she wanted she
may make a specific reservation request (step 208) directly on
connection to the operator. In such a case or as per our example,
the operator then prompts the caller for reservation details (step
214) such as the restaurant name (if the operator did not locate
it, supra), the callers name, a second choice of restaurant, a
required reservation date and time, alternative times, contact
details and any additional preferences such as smoking or
non-smoking, type of credit card to be used, restaurant views, etc.
These details are input into a browser type graphical user
interface (GUI) as shown in FIG. 6. The reservation details are
then stored in the caller profile database along with a reservation
request or ticket. The operator then informs the caller that the
reservation request is being processed and either reconnects the
caller to the directory assistance operator or disconnects the
caller from the system (step 236).
[0159] The ticket is automatically forwarded to a fulfillment agent
(FA) (step 216) for processing. It should be noted that the
operator may also process the ticket herself. By default, the
ticket is automatically forwarded to a fulfillment agent at the
directory assistance center where the call was received, in our
example New York. The operator, fulfillment agent or an automated
system at the directory assistance center will then forward the
request to the directory assistance center nearest the requested
venue. In the illustrative example the request will be forwarded to
the San Diego directory assistance center. The fulfillment agent in
San Diego thus automatically receives the reservation request (step
218), shown by the graphical user interface in FIGS. 7-10.
[0160] The fulfillment agent then attempts to contact the
restaurant (step 220). Should the fulfillment agent be able to
contact the restaurant he will attempt to make a reservation (step
222). The fulfillment agent then updates the status of the ticket
(step 224) on the system irrespective of whether he was, in fact,
successful in making the reservation or not, indicating last action
performed, result, reservation details etc. (as seen in FIGS. 8
through 10). After each change of status the fulfillment agent or
the system automatically sets a next action time for his attention
sometime in the future. The request then slots into the appropriate
place in a fulfillment queue. The fulfillment agent cannot set
nonsensical time periods like zero minutes or two years. New
tickets are prioritized so as to be dealt with in a timely manner
on a first-in-first-out basis. After a set amount of unsuccessful
tries, the fulfillment agent is automatically prompted to try the
second restaurant choice.
[0161] After a set amount of time, say for example thirty minutes,
the fulfillment agent retrieves the status of the request (step
228) and contacts the caller informing her of the status of her
request (step 230). The fulfillment agent may contact the caller by
phone, fax, email or pager. The caller may also call the service
back before the caller is contacted by the fulfillment agent (step
226). The reservation status is retrieved from the system (step
228) and the caller is informed of the current status of the
reservation request (step 230). If required, the operator or
fulfillment agent may modify the reservation request (step 232)
which is automatically reforwarded to the fulfillment agent (step
218). Once the reservation is made or the caller indicates a desire
to cancel the request, the operator or fulfillment agent closes the
Ticket and connects the caller to directory assistance or
disconnects the caller from the system (step 236).
[0162] An important feature of the present invention is an activity
logging function (step 234). All caller requests are logged in the
caller profile database server, as depicted in FIG. 1 by numeral
134. The activity log helps with internal auditing and billing of
that particular caller. On-demand printed reservation status
reports may be provided to call center managers and/or supervisors.
Furthermore when the caller makes use of the concierge service, her
mobile identification number (MIN), caller details, most frequent
requests and past request activity is automatically presented to
the operator. The caller therefore will not have to resupply
repetitive details to the operator, thus speeding up the process
and reducing the operator's processing time. A fulfillment agent
such as a supervisor who is not currently active, then handles any
concierge requests that are active or open at that particular
directory assistance center.
[0163] The system may generate reports such as the number of calls
processed by a particular center or by the system as a whole. Other
reports may include reports indicating the average time spent on
each ticket, the time spent fulfilling a ticket request and the
time taken to contact a customer.
[0164] The telephonic concierge system may be affected by other
scenarios such as: the fulfillment agent may be unsuccessful in
contacting the restaurant; the requested reservation time may be
unavailable; the caller might cancel the request; the caller may
request a change in the reservation time while still pending.
Additional Features
[0165] The system and method of the present invention has been
described. Clearly, there are still other alternatives and
equivalents that are within the spirit and intent of the invention
and will occur to a person skilled in the art. For example, without
limitation, the system may also provide an automated notification
to the fulfillment agent when time limits are being exceeded. The
caller may receive automated delivery of recorded and/or
text-to-speech notification of status of the reservation, with
schedule of attempts followed until confirmation of receipt is
received. The caller may be able to make periodic requests, such as
for example the same restaurant reservation on the first Monday of
each month. The caller may request a group notification, to inform
a group of people of the reservation confirmation details. The
caller may make a "type" request where for example all restaurants
of a particular type are contacted, from the nearest to the
farthest until the request can be fulfilled. The caller may make a
group negotiation by making a group reservation and getting
consensus from all parties.
[0166] Data extracted from the system may be used for internal
reports. Such reports may indicate system usage information or
service (a particular restaurant hotel, airline) usage information.
This information may include the most popular service requests, for
example the most popular restaurants, and may be used by
fulfillment agents or operators to make recommendations. The data
may also be utilized for other purposes such as marketing or market
research.
[0167] Accordingly, it is intended that the scope of the invention
be limited only by the claims that follow and all equivalents
thereto.
* * * * *