U.S. patent application number 13/523230 was filed with the patent office on 2012-12-27 for communication assistance system and method.
Invention is credited to Christine Baumeister, John Blakeney, Evan Marwell, Robert Pines.
Application Number | 20120328089 13/523230 |
Document ID | / |
Family ID | 22655495 |
Filed Date | 2012-12-27 |
View All Diagrams
United States Patent
Application |
20120328089 |
Kind Code |
A1 |
Pines; Robert ; et
al. |
December 27, 2012 |
COMMUNICATION ASSISTANCE SYSTEM AND METHOD
Abstract
A communication assistance system provides access to information
corresponding to a plurality of subscribers. The system includes a
telephone switch for receiving calls from a plurality of requesters
desiring to access the information corresponding to subscribers. A
first database is configured to store the information corresponding
to each of the subscribers, including phone numbers. A closing
prompt module is coupled to the first database on as to select a
closing prompt code associated with a desired closing prompt
message so as to provide a selected closing prompt message, where
anyone of the available closing prompt messages is provided to a
requester. The closing prompt module selects the closing prompt
code relating to a subscriber information other than the subscriber
information requested by the requester.
Inventors: |
Pines; Robert; (New York,
NY) ; Marwell; Evan; (New York, NY) ;
Blakeney; John; (Macungie, PA) ; Baumeister;
Christine; (Harleysville, PA) |
Family ID: |
22655495 |
Appl. No.: |
13/523230 |
Filed: |
June 14, 2012 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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11341885 |
Jan 27, 2006 |
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13523230 |
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11059133 |
Feb 15, 2005 |
7023969 |
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11341885 |
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10049803 |
Feb 15, 2002 |
6970548 |
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PCT/US01/02366 |
Jan 24, 2001 |
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11059133 |
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60179166 |
Jan 31, 2000 |
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Current U.S.
Class: |
379/93.25 |
Current CPC
Class: |
H04M 15/00 20130101;
H04M 2215/0188 20130101; H04M 3/51 20130101; H04M 15/8038 20130101;
H04M 2215/42 20130101; H04M 3/4211 20130101; H04M 15/44 20130101;
H04M 15/80 20130101; H04M 3/4931 20130101; H04M 15/8228 20130101;
H04W 4/00 20130101; H04M 2203/6009 20130101; H04M 2215/74 20130101;
H04M 2215/0152 20130101; H04W 4/24 20130101; H04M 15/8044 20130101;
H04M 2215/0196 20130101; H04M 2215/54 20130101; H04M 2215/7442
20130101; H04M 2215/32 20130101; H04M 15/06 20130101; H04M 15/51
20130101; H04M 2207/206 20130101; H04M 15/58 20130101; H04M
2215/0164 20130101; H04W 4/12 20130101; H04M 15/68 20130101; H04M
3/42042 20130101; H04W 4/16 20130101; H04M 2215/01 20130101; H04W
8/02 20130101; H04M 3/4933 20130101; H04M 2207/18 20130101; H04M
3/42068 20130101; H04M 2215/7833 20130101; H04M 2215/0104 20130101;
H04W 40/02 20130101; H04W 56/00 20130101; H04M 3/42008 20130101;
H04M 15/41 20130101; H04M 2215/2026 20130101; H04M 2215/34
20130101; H04M 2215/745 20130101; H04W 74/00 20130101; H04M 3/42153
20130101; H04M 3/4935 20130101 |
Class at
Publication: |
379/93.25 |
International
Class: |
H04M 11/00 20060101
H04M011/00 |
Claims
1. A communication assistance system for providing access to
information corresponding to a plurality of subscribers, the system
comprising: a telephone switch for receiving calls from a plurality
of requesters desiring to access said information corresponding to
subscribers; a first database configured to store said information
corresponding to each of said subscribers, including phone numbers
of each of said subscribers; and a closing prompt module coupled to
said first database so as to select a closing prompt code from a
plurality of available closing prompt codes each of said closing
prompt codes associated with a desired. closing prompt message so
as to provide a selected closing prompt message, wherein anyone of
the available closing prompt messages is provided to a requester;
wherein said closing prompt module selects said closing prompt
code, from any one of said available closing prompt codes, relating
to a subscriber information other than the subscriber information
requested by said requester.
Description
RELATED APPLICATIONS
[0001] This application is a continuation application of U.S.
patent application Ser. No. 11/341,885 filed on Jan. 27, 2006 which
is a continuation of U.S. Pat. No. 7,023,969 issued on Apr. 4,
2006, which is a divisional application of U.S. Pat. No. 6,970,548,
issued on Nov. 29, 2005, which is a National Stage Application of
PCT Application No. PCT/US01/02366, filed on Jan. 24, 2001, which
in turn claims the benefit of priority from U.S. Provisional
Application No. 60/179,166 filed on Jan. 31, 2000, the entitled of
which are incorporated herein by reference.
BACKGROUND OF THE INVENTION
[0002] 1. Field of the Invention
[0003] The present invention is directed to a system and method,
which allows a requester to contact a communication apparatus user,
and in particular, to a system and method which provides wireless
directory and other information assistance services.
[0004] 2. Description of the Related Art
[0005] Despite the proliferation of wireless communication devices
such as cellular telephones, pagers and the like, there currently
exists no way to obtain a user's wireless telephone or pager
identification number such as exists for traditional business and
residential phone number information services, for example, by
dialing "411" or by using a global communication network such as
the Internet to access on-line "white pages."
[0006] In part, this lack of wireless apparatus information is due
to the multitude of service providers offering wireless services,
and the different methods by which the service providers store the
wireless apparatus device identification numbers. This problem is
also caused by the distribution arrangement entered into between
many organization clients and the wireless apparatus service
providers in which the wireless apparatus service providers
allocate a block of apparatuses and wireless identification numbers
to the client, without specifically tracking the particular
individuals, such as employees, to whom those apparatuses have been
distributed.
[0007] Typically, an organization client will be listed in the
service provider's database as opposed to each individual holder of
the wireless apparatus. As such, there currently exists no
efficient way to determine the specific individual holder of a
wireless apparatus in the context of an organization client.
[0008] In addition, there has traditionally been no market demand
for the establishment of an information repository, such as a white
pages directory, for wireless apparatus subscribers, because the
wireless service providers have typically assumed that subscribers
would not want their identification numbers published. This is
primarily the result of the cost of receiving unwanted calls on
their wireless devices due to typical billing arrangements in which
the user of the wireless apparatus is billed for inbound, i.e.,
received calls and messages.
[0009] Current telephone assistance systems generally provide
information to a requester or calling party for land based listings
or subscribers to land-based service providers. Here a requester
calls the system where there are greeted by a customer service
representative who looks up the information on a land-based
subscriber and conveys that information to the requester.
[0010] One drawback to the current telephone assistance system is
that the listings available of land-based subscribers do not
include a comprehensive listing of wireless subscribers. Because of
certain concerns such as privacy issues surrounding wireless
systems and both party billing, wireless service providers do not
automatically post wireless phone number listings in the
traditional directory assistance databases.
[0011] Another drawback to current telephone assistance systems is
the failure to utilize meaningfully the period between the time the
requested information is retrieved by a customer service
representative and the time the requester receives the requested
information. This period is referred to as the closing period where
the directory assistance service provides a closing prompt to the
requester. Typically, this closing prompt is a single recorded
message such as the familiar "We are connecting you to
NPA.nxx.xxxx. Thank you for using XYZ" where XYZ is the name of the
service provider of the requester.
[0012] As a result, it is desirable to have a system and method
which permits the efficient acquisition of data necessary to create
and maintain a database which identifies the actual wireless
apparatus holders and their identification numbers in a manner
which allows for quick retrieval by an operator or other
communications interface technologies such as, for example, WAP
(wireless applications protocol), Internet search or voice
recognition systems. Further, it is also desirable to have a system
and method which allows a requesting individual to be connected to
the wireless apparatus such that they can engage in communications
with the wireless apparatus user in a manner which does not require
the disclosure of the wireless apparatus identification number. As
such, it is desirable to preserve the currently existing
confidentiality of wireless apparatus identification numbers unless
the wireless apparatus user authorizes disclosure of the
identification number.
[0013] It is also desirable to create a system capable of
meaningfully utilizing the closing period and thus adding to the
functionalities offered by the closing prompt feature.
[0014] It is further desirable to have a system and method which
allows a billing mechanism arranged so that the requesting
individual pays for the cost of the call, page message and the like
to the wireless apparatus user such that the wireless apparatus
user does not incur any costs for the receipt of the inbound
communication.
SUMMARY OF THE INVENTION
[0015] The present invention advantageously provides a system and
method which facilitate the efficient acquisition of wireless
service subscriber information, preferably wireless apparatus
subscriber information, which allows for a specific correlation
between the subscriber and the identification number of their
responding wireless apparatus. Subscribers referenced throughout
the application refer to any individual or business entry whose
information is stored for retrieval by the system. The database of
the present invention is preferably populated with information on
these subscribers so as to formulate a database of wireless service
subscribers or a wireless white pages, as well as land-based
subscribers. The term subscribers does not refer to subscribers to
this system, and although there are pay features available from the
system, subscriber refers to any wireless and land-based service
subscriber preferably ones that are willing to be or are already
listed in this system database.
[0016] The present invention advantageously allows this subscriber
information including, for example, their wireless apparatus data
to be gathered via an electronic system such as a global computer
network, for example, the Internet, via telephony-based systems
such as voice and facsimile, and the like.
[0017] Additionally, the present invention provides a system and
method for maintaining and updating of the subscriber information
by offering an incentive based program where subscribers can access
and correct or update their own data base entries in order to
receive incentives such as free services or other promotional
rewards.
[0018] To this end, when a listing is created for a subscriber,
various pieces of information are collected by the system database
and placed into appropriate listing table fields, allowing the
system not only to maintain a wireless white pages but also to
provides special features based on the additional information. This
data includes, among other things: the name, directory listed name,
address, defined locality, land line phone number and email address
of the subscriber, the company the subscriber works for, the
wireless carrier, of the subscriber, the wireless number of the
subscriber (such as his/her cell phone number), the wireless
apparatus identification number (WAIN) connect field, special
features such as group connect information, type of data, data
source of listing, wireless (or non-wireless) identifier, special
and General Announcement fields, pre-announcement information,
special services information and license plate information.
[0019] The data source of the subscriber refers to where the system
database received this subscriber's information, for example,
wireless service providers, group connect accounts, personal
contact list entries etc. Special and General Announcement fields
refer to the closing prompt code fields which are selected for the
subscriber to be played back before call completion and can
possibly include cross-referencing to other services offered by the
system. The closing prompt codes identify a corresponding closing
prompt that is provided to requester after a customer service
representative responds to the requester. The directory listed name
field enables the subscriber of a wireless apparatus to select a
listing name other than the owner of the wireless apparatus actual
name if they so choose.
[0020] In another embodiment of the present invention the system
provides additional services beyond the wireless white pages. These
services can include but are not limited to: directions, category
searches based on subscriber listing field information, restaurant
recommendations or reservations, movie tickets and scheduling, and
preferred language services.
[0021] Additionally, the system is given some general information
about the requester as well, such as information that is received
when the call comes in. This information can include the
originating phone number of the requester, the DNIS (Dialed Number
Identification String) dialed by the requester, the requester's
carrier and other similar information, and/or a preferred language
based on the initial number dialed to enter the system.
[0022] The present invention also advantageously provides a system
and method which allows a requesting individual to be connected to
the wireless apparatus subscriber in a manner which does not
divulge the wireless apparatus subscriber's identification number.
Contact is preferably facilitated by a requester calling a
nationwide information number in a manner similar to that employed
with the traditional "411" system. However, instead of being
provided with the telephone number and/or an opportunity to have
their call completed to the wireless apparatus subscriber, the
wireless apparatus subscriber's number is not divulged to the
requester, and the call, message or the like is directly
completed.
[0023] Alternatively, it is also within the contemplation of the
present invention to complete a call between a requester and a
subscriber, such that the subscriber's number is not disclosed to
either the requester or the customer service representative. In
this case, the system can mask the wireless apparatus
identification number (WAIN) or any portion thereof from the
customer service representative, while still providing the
representative with the ability to complete the call. This feature
provides added security to the subscriber's WAIN and prevents the
customer service representative from accidentally revealing the
subscriber WAIN to the requester.
[0024] The system and method of the present invention additionally
provides a billing and revenue allocation process that allows the
cost of the communication to the wireless apparatus subscriber to
be borne by the requesting individual, i.e., the individual who
initiates the communication.
[0025] In addition, the system and method of the present invention
advantageously provides a mechanism, which allows a subscriber of
the wireless service to receive a call pre-announcement, which
identifies the requesting caller. The pre-announcement is
preferably transmitted to the subscriber as an audio or text and
data message which identifies the caller. One example of a text
pre-announcement would be passing the phone number of the
originating party to the destination wireless apparatus. In this
manner, the subscriber is provided with the opportunity to accept
and answer the call, or reject the call. In the case where the call
is rejected, the caller receives a message from the system
informing the caller that the subscriber has not accepted their
call and is also preferably prompted to leave a message for the
subscriber.
[0026] The system and method additionally provides a dynamically
controlled closing prompt feature that selects an appropriate
closing prompt from a variety of stored responses based on
information from both the requester and the subscriber listing.
This information includes closing prompt codes stored in the
Special and General Announcement fields of the subscriber table;
override module functions as specified by the system administration
and information contained in the call completion data table. The
call completion data table includes information such as the number
dialed by the requester, the data source of the requested listing,
type of data requested, service requested, preferred language or
the NPA/NXX (Numbering Plan Area (area code)/(number exchange
code)) of the destination number and/or additional fields as
necessary. Utilizing the information from these sources, the
present invention is able to produce a closing prompt targeted to a
requester. The system then transmits the selected closing prompt as
an audio or text or other multimedia message to the requester. This
feature works to tailor the closing prompt to a particular caller,
increasing the advertising and related promotional revenue capacity
of the closing prompt feature.
[0027] Other features and advantages of the present invention will
become apparent from the following description of the invention,
which refers to the accompanying drawings.
BRIEF DESCRIPTION OF THE DRAWINGS
[0028] For the purpose of illustrating the invention, there are
shown in the drawings several forms, which are presently preferred,
it being understood, however, that the invention is not limited to
the precise arrangements and instrumentalities shown.
[0029] FIG. 1 is a diagram of a communication assistance system of
the present invention in accordance with one embodiment of the
present invention;
[0030] FIG. 2 is a diagram of an alternative example of the
hardware configuration of a communication assistance system shown
in FIG. 1 in accordance with one embodiment of the present
invention;
[0031] FIG. 3 is a diagram of another alternative example of the
hardware configuration of a communication assistance system shown
in FIG. 1 in accordance with one embodiment of the present
invention;
[0032] FIG. 4 is a field diagram of an incoming call information
record in accordance with one embodiment of the present
invention;
[0033] FIGS. 5A-5E are diagrams of a first embodiment of tables
used to create and organize the primary identification database in
accordance with one embodiment of the present invention;
[0034] FIG. 6 is a field diagram of the Wireless Apparatus
Identification Number (WAIN) connect field of a listing table
illustrated in FIG. 5A in accordance with one embodiment of the
present invention;
[0035] FIG. 7 is a diagram of a closing prompt module in accordance
with one embodiment of the present invention;
[0036] FIG. 8 is a field diagram of a call completion data table of
a closing prompt module in accordance with one embodiment of the
present invention;
[0037] FIG. 9 is a field diagram of a call completion data packet
in accordance with one embodiment of the present invention;
[0038] FIG. 10 is a flow chart demonstrating the operation of the
system in accordance with one embodiment of the present
invention;
[0039] FIG. 11 is a diagram of a first embodiment of an arrangement
used to create and maintain a WAIN listings database in accordance
with one embodiment of the present invention;
[0040] FIG. 12 is a diagram of a second embodiment of an
arrangement used to create and maintain a WAIN listings database in
accordance with the present invention;
[0041] FIG. 13 is a diagram of an example of the components used to
provide access to an Internet clean-up database in accordance with
one embodiment of the present invention; and
[0042] FIG. 14 is a diagram of an example of the components used to
provide access to a master clean-up database in accordance with one
embodiment of the present invention.
[0043] FIG. 15 is a diagram of an example of the components used to
provide access to the WAIN database via a voice recognition portal,
while still maintaining the confidentiality of the listings.
[0044] FIG. 16 is a diagram of an example of the components used to
provide access to the WAIN database via Internet access, while
still maintaining the confidentiality of the listings.
[0045] FIG. 17 is a diagram of an example of the components used to
provide access to the WAIN database via a WAP (wireless application
protocol) portal, while still maintaining the confidentiality of
the listings.
DETAILED DESCRIPTION OF EMBODIMENTS OF THE INVENTION
System Structure
[0046] Referring now to the drawings, wherein like reference
numerals refer to like elements, there is shown in FIG. 1, a
communication assistance system 2 in accordance with one embodiment
of the present invention. System 2 allows a Requester 4 to initiate
communications with Wireless Apparatus 6, even where Requester 4
does not know the identification number of Wireless Apparatus 6.
Wireless Apparatus 6 refers to a wireless device used by a
subscriber to a wireless service, and will be used throughout the
application to refer to the wireless apparatus that the Requester 4
intends to reach. Requesters 4 can access System 2 via a
traditional wireline Local Exchange Carrier (LEC) and/or
Inter-Exchange Carrier, via a wireless carrier (including both
voice and data access) or via connection to the Internet. Wireless
apparatuses 6 can be any known wireless communication device
including cellular telephones and modems, pagers, PCS phones and
modems, RIM Blackberry, wireless PDA, instant messaging devices,
SMS devices and the like.
[0047] Although the present invention is described in terms of a
system and method that accommodate wireless apparatuses, the
invention is not limited to such. It is contemplated that the
present invention can be implemented to accommodate any device
including those for which a published identification directory does
not exist, for example a Personal Digital Assistant (PDA) with
voice communication capability, etc.
[0048] Communication Assistance System 2 is preferably coupled to
one or more Service Providers 26 directly through the wireless MSC
(Mobile Switching Center) 8 or via public switched telephone
network (PSTN) 10.
[0049] In general, Wireless Apparatuses 6 communicate with System 2
via Mo Switching Center (MSC)s 8 as shown in FIG. 1. Although not
shown, it is contemplated that Wireless Apparatus 6 can communicate
with System 2 via a MSC 8 coupled to PSTN 10. Similarly, Requester
4 can communicate with System 2 via a MSC 8 directly coupled to
System 2, i.e., without the need to communicate via PSTN 10, as
shown in FIG. 2.
[0050] As shown in FIG. 1, System 2 is preferably comprised of one
or more switches and integrated voice response units (VRU) 12 (the
VRU may be standalone instead of integrated as described above),
Billing Databases 14, Primary Call Centers 16, Wireless Apparatus
Identification Number (WAIN) Listing Databases 18 and a plurality
of Operator Terminals 20 running Agent Application 19 accessing
Enhanced Service Modules 21 that may be operated by an agent,
Closing Prompt Storage Module 13, Call Completion Table 17, a Wide
Area Network 25, Closing Prompt Modules 27 coupled to Agent
Applications 19, and a Computer Telephony Interfaces 29. In
particular, Billing Database 14 is connected to WAN 25 and can be
coupled to any component of System 2. Units 12 are coupled to
Mobile Switching Centers (MSCs) 8 and PSTN 10 as well as Primary
Call Center 16. Primary Call Center 16 is also coupled to at least
one Operator Terminal 20 and Wireless Apparatus identification
Number (WAIN) Listings Database 18.
[0051] The connection between Primary Call Center 16 and Operator
Terminal 20 is such that voice communication is transmitted
directly between the two and data information is transmitted via
Computer Telephony Interface 29. This may also be accomplished via
in-band signaling, as will be discussed below. Operator Terminal 20
is not only connected to the Wireless Apparatus Identification
Number (WAIN) listing Database 18 but also to other databases and
software application modules as well.
[0052] FIG. 2 shows an alternative example of a hardware
configuration of System 2 in accordance with another embodiment of
the present invention. It is understood that the below-described
operation and method are easily implemented using the hardware
arrangement of FIG. 1 or any other hardware arrangement
contemplated by one of ordinary skill in the art. While this is the
preferred embodiment, it is contemplated that the operation of
System 2 and the method of interaction between System 2 and
Requester 4 does not rely on the inclusion of all of the elements
described above.
[0053] As shown in FIG. 2, Primary Call Center 16 can be
additionally coupled to PSTN 10 for backup call routing via PSTN
10. In addition, FIG. 2 shows an example of Service Provider 26
comprised of Radio Tower 24 and MSC 8. Of course, in the case where
Service Provider 26 is a land based local exchange carrier, Radio
Tower 24 is not necessary and wireless carrier MSC 8 may be any
type of high capacity network switching device (the wireline
carrier is depicted in FIG. 1). In the case that Service Provider
26 is a Voice Over IP provider (VoIP), Radio Tower 24 is
unnecessary and Mobile Switching Center (MSC) 8 may be any type of
device capable of transmitting calls with an IP protocol.
[0054] In a preferred embodiment of the present invention a
plurality of call centers such as System 2 and System 2',
illustrated in FIGS. 1, 2 and 3, can be strategically located in
various geographic locations across the country. For example, each
call center, System 2 or System 2' can be located in a major
metropolitan area spread across the United States. Each call center
is configured to handle the call traffic that is designated for
that call center which could include all possible type of
calls.
[0055] Additionally, as reflected in FIG. 2, each System 2 or 2'
can be connected to other call centers, such that all of the
Systems 2 or 2' are connected. This connection can be achieved by
the coupling of Primary Call Centers 16 of the various Systems 2
via high capacity telephone cables such as T1 Lines 23 or other
comparable facilities including PSTN 10. It is also in the
contemplation of this invention that these connections could be
established through the use of a Virtual Private Network (VPN) or
other comparable technology.
[0056] In operation, Primary Call Center 16' receives forwarded
calls An Primary Call Center 16 in the ease where System 2 is
experiencing operational problems or a volume of requests that
exceed its capacity. An important benefit provided by this
arrangement is that the Primary Call Center 16' of System 2' is
able to act as an overflow unit for Primary Call Center 16 of
System 2 in the event that System 2 is experiencing technical
difficulties or high call volume. This configuration allows Primary
Call Center 16 to route calls to Primary Call Center 16' during
periods of high volume, even in the event of a breakdown in the
primary direct connections of System 2 as described above.
[0057] Another component of System 2 or 2' is Call Completion Table
17. Call Completion Table 17 allows Switch 12 to select an outbound
trunk group that can most efficiently route the call to the end
destination. For example, if Requester 4 requests a traditional
directory assistance listing a wireline business or residential
listing), Service Provider 26 of Requester 4 may prefer to complete
these calls on their own network. In this case Call Completion
Table 17 would select an outbound trunk group to Service Provider
26 of Requester 4. In the case where Requester 4 requests a
Wireless Apparatus Identification Number (WAIN) listing of a
Wireless Apparatus 6, it may be more desirable to complete the call
via the network of the Service Provider 26 of the Wireless
Apparatus 6. In this case Call Completion Table 17 would select a
direct outbound trunk group to Service Provider 26 of Wireless
Apparatus 6.
[0058] Call Completion Table 17 also allows for the programming of
multiple outbound routes for each call depending on, but not
limited to, the time of day, the Service Provider 26 of the
Requester 4, the Service Provider 26 of Wireless Apparatus 6,
corresponding rates for each Service Provider and time of the day
and the NPA/NXX of the destination.
[0059] Although not shown, it is within the contemplation of this
invention that System 2' may contain a Switch 12' that would be
connected to call centers 16'. It is noted that FIG. 2 illustrates
some of the relevant modules of System 2' without showing all the
components that are described in reference with System 2. Thus, for
example, Call Center 16', along with Computer Telephony Interface
29', Operator Terminal 20', Wireless Apparatus Identification
Number (WAIN) Database 18', Agent Application 19', Enhanced Service
Module 21', T1 Lines 23' and Closing Prompt Module 27' of System 2'
have been illustrated in FIG. 2.
[0060] WAIN Listing Database 18 and WAIN Listings Database 18' are
similarly arranged, and are preferably mirror images of one
another. Although Operator Terminal 20 is not shown directly
coupled to Primary Call Center 16' and WAIN Listings Database 18',
Operator Terminals 20 can be so coupled via WAN 25, or can access
Call Center 16' and Database 18' via Primary Call Center 16 as
shown in FIGS. 1, 2 and 3. This overcomes situations where Database
18 is down in System 2, such that Operator Terminal 20 completes
the call using information stored on Database 18'.
[0061] This arrangement, for interconnecting all of the Systems 2
and 2', also allows for time shifting benefits such that some
localities when experiencing low caller traffic can close for the
evening allowing a System 2' located in an earlier time zone to
handle the calls. For example, a call center System 2 in New York
could close between the hours of 2 am and 6 am, and allow a call
center System 2' in California or Hawaii to handle the calls. Not
only does this allow for time shift, but it also allows for
employment/staffing advantages by allowing the administrators of
the service to hire personnel in areas where the conditions are
most advantageous. For example, a call center System 2 on the east
coast can route a significant portion of its call traffic to a
Midwest call center System 2' located in an area where it is easier
to staff and train the required number of employees.
[0062] The links coupling the various components of System 2
together and with Service Providers 26 via Mobile Switching Center
(MSC) 8 and Public Switched Telephone Network (PSTN) 10 can be any
known voice and/or data communication technologies, including wide
area networking and local area networking communication
technologies, for example. digital subscriber lines (DSL), digital
T-ls, leased lines, satellite or wireless links, Integrated
Services Digital Network (ISDN) circuits, asynchronous transfer
mode (ATM), Ethernet, token ring, fiber distributed-data interface
(MDT) and the like. It is also presumed that the various components
of System 2, Service Providers 26 and PSTN 10 are arranged with
appropriate communication hardware interfaces to transmit and
receive data across the communication links. For example, wireless
Service Providers 26 may interface directly with System 2 via
Mobile Switching Center (MSC) 8 hardware coupled directly to Switch
12 of System 2. Switches 12 can be any switches that preferably
include an integrated voice response unit. Many functions performed
by Switches 12 are known to those of ordinary skill in the art and
include telephone call routing between trunks, converting one
signaling type to another, such as between a digital signaling
system, dual-tone multi-frequency (DTMF) signaling, multi-frequency
(MF) signaling, ISDN, SS7, etc., and capturing call length and
destination data for billing, etc.
[0063] As shown in FIGS. 1, 2 and 3, when a call comes into Switch
12, the call is identified by a DNIS which relates to the number
dialed by the requester, so that appropriate data generated by
System 2, such as Call Completion Data Packets 50 (FIG. 9), can be
muted to the correct Switch 12 to complete the call, as will be
explained in more detail hereinafter.
[0064] Upon the initiation of a call completion, Switch 12 is
configured to pass the originating phone number of Requester 4
and/or the number dialed by Requester 4 to MSC 8 or PSTN 10 for
delivery to Wireless Apparatus 6. This enables Wireless Apparatus 6
to screen in-bound calls.
[0065] Additionally, as shown in FIGS. 1 and 2, Switch 12 maintains
an integrated voice response unit for use with a pre-announcement
feature. After Switch 12 receives a Call Completion Data Packet 50
and reads the Pre-announcement field 59, Switch 12 is instructed on
whether or not to implement the pre-announcement feature. If
Pre-announcement field 59 is configured to deliver an announcement
to Wireless Apparatus 6, Switch 12 will pass a message to Wireless
Apparatus 6 indicating an incoming call with an attached
announcement.
[0066] One possible embodiment of this invention would be to pass
the number dialed by the Requester 4 from Switch 12 to Wireless
Apparatus 6 to indicate an incoming announcement. One example of a
possible announcement is to have Switch 12 initiate an audio
request to Requester 4 for their message, preferably their name,
such that the requester's name is recorded and transmitted to
Wireless Apparatus 6 so that the subscriber using Wireless
Apparatus 6 can determine in advance whether or not they wish to
accept the call. Support for the "pre-announcement" message options
are programmed in Switches 12 and control commands are indicated to
Switches 12, as will be discussed in more detail hereinafter.
[0067] As shown in FIG. 3, if using release link trunking between
Switch 12 and MCS 8, then the Voice Response Unit (VRU) for the
pre-announcement may reside between MSC 8 and Wireless Apparatus 6,
it is also contemplated by the current invention that this
announcement may be initiated prior to the release of the call. For
the purposes of this invention, Voice Response Unit (VRU) shall
refer to any hardware and software combination that allows for the
recording and/or delivery of voice messages.
[0068] For FIGS. 1, 2 and 3, the subscriber can indicate acceptance
of the communication request in any appropriate manner, for
example, by issuing a command or by doing nothing and waiting for
the expiration of a predetermined time period. Conversely, issuing
a command or taking Bo action can be used to reject a communication
request. In the case where the subscriber does not wish to accept
the communication request, Switch 12 can transmit a message to
Requester 4 indicating that their communication request has been
denied. Additionally, System 2 may prompt Requester 4 to record a
message to be delivered to and/or retrieved and. replayed by the
subscriber of Wireless Apparatus 6. Preferably a fee is charged for
this recording service. Optionally, the subscriber of Wireless
Apparatus 6 can record a message to be delivered to Requester
4.
[0069] Alternatively, if Service Provider 26 supports such a
feature, the "pre-announcement" feature can be provided based on
the originating phone number of Requester 4 such that instead of
Wireless Apparatus 6 receiving a "pre-announcement" voice recording
they receive a text message displaying Requester 4's phone number,
or additional information such as name if available. This
information provides Wireless Apparatus 6 with adequate information
to determine if they wish to accept a call or not. Using the same
acknowledgment method as stated above, Wireless Apparatus 6 could
accept or decline to connect with Requester 4.
[0070] Additionally, as shown in FIGS. 1, 2 and 3, a Closing Prompt
Storage Module 13 is configured to store a variety of closing
prompt messages and data, such that when the Switch 12 completes
the call from Requester 4 to Wireless Apparatus 6, Switch 12 can
play any one of a variety of closing prompts based on the
information received from a Call Completion Data Packet 50 as will
be explained in more detail. Although only one Switch 12 is
illustrated in FIGS. 1, 2 and 3, any number of Switches 12 can be
used in System 2 to increase the capacity of System 2.
[0071] FIG. 4 illustrates an incoming Call Information Record 15
provided by Switch 12, after Switch 12 receives a call from
Requester 4. Record 15 is sent to Primary Call Center 16.
[0072] In accordance with one embodiment of the present invention,
Incoming Call Information Record 15 contains a number of fields
which may include but is not limited to: Number Dialed by Requester
field, Preferred Language Code field, Originating Phone Number of
Requester field and Requester Service Provider field and Feature
Code field.
[0073] The Number Dialed by Requester field contains the number
dialed by the Requester and may be used to identify the originating
switch location of the incoming call.
[0074] The Preferred Language Code field contains information
indicating the language preference of Requester 4. System 2, and in
particular Switch 12, maintains the ability to translate many
different dial strings into System 2. One possibility for
determining the preferred language of Requester 4 is to
automatically route calls from a particular dialed number, for
example NPA-555-1818, directly to, for example, Spanish speaking
operators. The Preferred Language Code field is used to route calls
to Primary Call Center 16 via Switch by way of Incoming Call
Information Record 15.
[0075] The Originating Phone Number of the Requester field holds
the originating phone number of the Requester 4. The Requester
Service Provider field conveys the service provider of Requester 4.
This field allows System 2 to identify the calling party's Service
Provider 26 for use with various functions such as introduction
prompts, closing prompts, billing information, usage tracking, etc.
One example of a use of this data is to allow for the settlement of
billing charges between the Service Provider 26 of Requester 4 and
Service Provider 26 of Wireless Apparatus 6.
[0076] The Feature Code field holds information that can be used to
identify any special features associated with Requester 4's device.
These features could include, but are not limited to: promotional
rate plans, standard rate plans, bundled service plans, device
capabilities and the like. For example, Service Provider 28 may
offer unlimited Directory Assistance for a flat fee per month, or
could offer services free for a promotional period.
[0077] Although only five fields are identified for Incoming Call
Information Record 15, any number of fields that are used to
provide System 2 with the necessary data to complete a call is
within the contemplation of this invention.
[0078] As shown in FIGS. 1, 2 and 3, Billing Database 14 is used as
the repository for the billing data and includes but is not limited
to: records which are preferably comprised of the call date, the
call start time, the call end time and the resulting time, i.e. the
call length, the originating phone number for Requester 4, the
Wireless Apparatus Identification Number (WAIN) for Wireless
Apparatus 6 and fields which identify the originating and
terminating service providers. The billing data can be accumulated
from any of, but not limited to, the following: Switches 12, ACDs,
PBXs, Agent Application 19 and/or Database 18.
[0079] Call centers 16 and 16' are comprised of hardware and
software which accept inbound calls from Switches 12 and which
distribute the calls to multiple Operator Terminals 20 using
standard Automatic Call Distribution (ACD) technology. Operator
Terminal 20 interacts with Database 18 to search for and retrieve a
WAIN corresponding to Wireless Apparatus 6. The search can be done
using a single field or combination of fields, defined in Tables
52A through 52E as discussed below.
[0080] Call center 16 and 16' can be comprised of one or more
processors coupled together in a networked arrangement to
accomplish these functions, and can be constructed using known
computing technology such as using personal computers, mini or
mainframe computing devices, routers, switches and the like.
Because the arrangement and operation of call centers 16 and 16'
are similar, discussion of Primary Call Center 16 is understood to
also describe Primary Call Center 16'.
[0081] Computer Telephony Interface (CTI) 29 is disposed between
call center 16 and Operator Terminal 20. CTI 29 is configured to
route the data portion of an incoming Requester 4 call, such as the
number dialed by the requester and the originating phone number of
the requester to Operator Terminal 20, while the voice portion of
the call is transmitted directly between call center 16 and
Operator Terminal 20. While not discussed here, it is contemplated
within the context of this invention that the data portion of an
incoming Requester 4 call could be sent to Operator Terminal 20
using in-band signaling (i.e., with the voice path of the call) as
well.
[0082] Operator Terminal 20 can also be any known computing device
capable of receiving and displaying data on its display, including
but not limited to a personal computer, UNIX workstation and the
like. Although it is preferred that a separate customer service
representative telephone be implemented as part of System 2 and
coupled to Primary Call Center 16 for communicating with Requester
4, Operator Terminal 20 is not limited to this arrangement. For
example, Operator Terminal 20 can be arranged to contain an
integrated telephone (as shown). In other words, any arrangement
that allows a customer service representative to engage in oral
communications with Requester 4 is sufficient. In addition,
although only a single Operator Terminal 20 is shown, System 2 is
not limited to this arrangement. It is contemplated that System 2
is comprised of multiple Operator Terminals 20 such that more than
one customer service representative is available to accommodate the
users of System 2. It should be noted that Primary Call Center 16
and its communication with Switches 12, Operator Terminal 20 and
Database 18 as well as the arrangement and communication between
Primary Call Center 16' and Switches 12' can be implemented in
accordance with the connectivity and communication techniques
described in U.S. patent application Ser. No. 09/449,126, filed
Nov. 24, 1999, the contents of which are incorporated herein by
reference. In an alternate embodiment of this invention it is
contemplated that a Requester 4 may interact with an agent using a
non-voice method such as, but not limited to: Short Messaging
Service (SMS), Wireless Application Protocol (WAP), Live Chat, and
Instant Messaging as will be discussed below.
[0083] Agent Application 19 platform is used to operate Operator
Terminals 20 and Databases 18. This system not only supports the
communications between these modules but also prepares a Call
Completion Data Packet 50 that is to be sent to Switch 12 to
ultimately complete the call.
[0084] To create Call Completion Data Packet 50, Operator Terminal
20 and Agent Application 19 require information to be retrieved
from Database 18. This data is used to populate the various fields
of Call Completion Data Packet 50 as discussed in more detail
below.
[0085] Database 18 is preferably any known database system which
can be programmed to store all of but not limited to the following:
wireline telephone directory listings, originating Service Provider
26 of Requesters 4 listings, WAIN listings and other listings such
as providers of goods and services. Database 18 preferably supports
multiple database tables for a voluminous quantity of listings and
multimedia data associated with each user or organization that is
sponsoring a group of users.
[0086] It should be noted that the present invention augments the
database tables described in U.S. patent application Ser. No.
09/449,126 by including several additional fields to support new
features as discussed herein.
[0087] Database 18 can be based on any known database software and
any known database format. The hardware configuration of Database
18 can be any hardware platform capable of supporting the quantity
of users and entries in their respective database tables. As such,
Database 18 can be stored on any device capable of storing the
information.
[0088] Those of ordinary skill in the art can appreciate that
although Database 18 is shown as a single unit, it is not limited
to this configuration. Database 18 can be comprised of multiple
hardware units, i.e., central processing units and/or storage
devices such as CD-ROMs, hard disk drives, tape disk drives, etc.
which can communicate with each other across a transmission link.
In addition, while only specific tables and fields within Database
18 are discussed in detail, the current invention does not limit
the table schema in Database 18. In accordance with one embodiment
of the present invention each database in System 2 or System 2'
such as Database 18 or 18' stores the same information. In an
alternate embodiment, it is also contemplated that Database 18 can
take the form of a distributed database. For example, users who are
primarily based on the west coast can be supported from a portion
of database such as Database 18' located in California, while users
primarily located on the east coast can access a portion of
database such as Database 18 located in New York.
[0089] In one embodiment of the present invention, Database 18
stores a branded audio message associated with the Service Provider
26 of the Requester 4 such that when Requester 4 accesses System 2,
the audio welcome message is retrieved by Operator Terminal 20 and
played to the Requester 4. In another embodiment of the present
invention the audio welcome message may be retrieved and played on
Call Center 16 or Switch 12. This welcome audio message is
discussed in detail below.
[0090] As illustrated in FIG. 5A, Listing Table 52A stores Wireless
Apparatus Identification Number (WAIN) listings (i.e. information
about each Wireless Apparatus 6). This WAIN listing information
includes, but is not limited to: the wireless phone number, name,
the directory listed name, address, Defined Locality, company,
wireless carrier, billing information, special features code, WAIN
connect field, type of data field, data source field, NPA/NXX
wireless field, device capability field, special announcement
field, General Announcement field, special services field,
pre-announcement field, wireline phone number field, e-mail address
fields, license plate fields and other codes used in System 2 to
populate various fields of Call Completion Data Packet 50. Listing
Table 52A represents the primary Wireless Apparatus 6 table in
System 2 and includes any additional special instruction
information listings including information for populating Closing
Prompt Module 27.
[0091] The Wireless Phone Number field of Listing Table 52A
identifies the phone number, of Wireless Apparatus 6, for example a
cell phone number. The Name field represents the actual name of the
subscriber for Wireless Apparatus 6. The Directory Listed Name
field represents the chosen listing name for Wireless Apparatus 6.
For example, this field could hold the subscriber's real name,
nickname or the chosen alias for the subscriber. The Address fields
of Listing Table 52A are contemplated to contain one or more
addresses that contain one or more of the following fields: street
address 1, street address 2, city, state, country, zip code and zip
+4 address of the subscriber for Wireless Apparatus 6.
[0092] The Defined Locality field identifies the subscriber's
preferred locality or combination of localities. For example, the
subscriber based in NYC with a New Jersey area code on his or her
Wireless Apparatus 6 may elect to use NYC, New Jersey, NY Metro
area or some other designation for location.
[0093] The Company field of Listing Table 52A identifies the
company for which the subscriber of Wireless Apparatus 6 works. The
Wireline Phone Number field identifies one or more wireline phone
numbers of the subscriber associated with Wireless Apparatus 6. The
Email Address field identifies one or more email addresses of the
subscriber identified with Wireless Apparatus 6. The Wireless
Carrier field of Listing Table 52A identifies the Service Provider
26 for Wireless Apparatus 6. This information can be used in
conjunction with the closing prompt feature as well as billing and
other related features.
[0094] The Billing Information field, of Listing Table 52A contains
information specific to Wireless Apparatus 6 which will support the
billing function. This field provides System 2 with the specific
billing instructions for Wireless Apparatus 6 including the service
provider information as well as special service subscriptions. For
example, the subscriber of Wireless Apparatus 6 may elect to incur
charges on incoming calls. In this case, the Billing Information
field would indicate that Requester 4 is not responsible for the
cost of the inbound call to Wireless Apparatus 6.
[0095] The Special Features Code field of Listing Table 52A
identifies any particular special features that may be associated,
with the subscriber's account. This includes information such as
group connect features, where a large employer distributes a number
of phones company-wide. In such instances, a single billing party
may have several or even hundreds of wireless accounts under one
name, such that the actual individuals who use the wireless devices
do not appear on the listing. Information in this field can be used
for category searches, such as all employees at company XYZ;
special billing codes; or possibly for use in closing prompt
selection, if one is not already specified by Wireless Apparatus
6.
[0096] The Wireless Apparatus Identification Number (WAIN) Connect
field of Listing Table 52A identifies the degree of availability of
the listing for disclosure. As illustrated in FIG. 6, the WAIN
Connect field consists of a WAIN Connect Field Sub Table Listing
70, which categorizes a number first as either listed or unlisted.
If a number is unlisted it cannot be used to complete a call.
However if the number is listed, WAIN Connect Field Sub Table
Listing 70 is further subdivided into "unmasked to agent" or
"masked to agent". In the case of "masked to agent", a call can be
completed but Requester 4 does not receive the number. In this
case, the number or any portion thereof may be masked to the agent
or customer service representative as well, such that the agent
will not have access to the number, and the call is simply
connected. In the case of "unmasked to agent", the subscriber for
Wireless Apparatus 6 has authorized System 2 to reveal the number
to the agent and/or Requester 4 as would most likely be the case
for business wireless devices.
[0097] The Type of Data field of Listing Table 52A identifies the
type of wireless device that is being listed in the Wireless
Apparatus identification Number (WAIN) listings table.
[0098] The Data Source field of Listing Table 52A identifies the
data source from which the Wireless Apparatus 6 listing originated.
This field provides information to System 2 identifying the source
of this listing such as a service provider or any other entity, for
example a third party or the subscriber of Wireless Apparatus 6
that supplied the data contained in Database 18, and can be used in
conjunction with such features as the closing prompt or with
bonuses or incentives.
[0099] The NPA/NXX Wireless Field of Listing Table 52A identifies
whether or) Requester 4 is using a wireless device or landline
device. This field is used to turn on and off certain features
which may only be available to either wireless or land based
phones. For example, as discussed above, the pre-announcement field
may be defaulted to "no" for Wireless Apparatus 6 from land-based
phones whereas the pre-announcement field may be defaulted to "yes"
for calls to Wireless Apparatus 6 from wireless phones.
[0100] The Device Capability field of Listing Table 52A identifies
the capabilities of Wireless Apparatus 6 device. It is contemplated
that these capabilities may include: SMS, WAP, iMode, etc.,
capabilities.
[0101] The Special Announcement field of Listing Table 52A and/or
Database 18 identifies if there are any particular special closina
prompts paid for or requested by either Wireless Apparatus 6 or a
preferred provider to be used by Closing Prompt Module 27. For
example, if a subscriber of a Wireless Apparatus 6 has elected not
to pay for incoming call charges, an announcement can be played to
Requester 4 indicating that they will be billed for the call. In
another example, a preferred provider can elect to have a
customized prompt played whenever calls are connected to that
listing. A preferred provider is any subscriber who elects to offer
incentives to Requesters 4 and/or the provider of System 2 to
direct calls to them.
[0102] The Special Announcement field of Listing Table 52A and/or
Database 18 is also used to cross-reference other services provided
by System 2. It is contemplated in the current invention that
System 2 shall be enabled to provide traditional directory
assistance as well as enhanced traditional directory assistance
which includes but is not limited to additional services such as:
restaurant recommendations and reservations; movie times and ticket
purchase; category searches; alternate language services,
directions services, and preferred provider opportunities.
[0103] The Special Announcement field is intended to enable the
cross referencing of announcements and/or closing prompts to direct
Requester 4 to other services offered by System 2. These messages
can be tailored as well to provide precise information on the
availability and extent to which those services are offered. It
should be noted that cross-referencing codes found in the Special
Announcement field can be used alone or in combination with
designed closing prompts. For example, a restaurant preferred
provider may request a special closing prompt suggesting a
promotional discount or other such restaurant related comments to
Requester 4 in response to a request by Requester 4 for traditional
directory assistance or a restaurant category search. In this case,
if a preferred provider designs a particular closing prompt, the
code will be stored in this field. It is also possible to store
multiple codes, third parties are not limited to one Special
Announcement code but can use as many as desired.
[0104] The General Announcement field of Listing Table 52A and/or
Database 18 identifies if there are any general closing prompts
attached to Wireless Apparatus 6's listing to be used by Closing
Prompt Module 27. This field is similar to the Special Announcement
field; however, the closing prompts called for here are not
specifically tailored to the Wireless Apparatus 6. The codes listed
here may trigger closing prompts that are canned. For example, in
the preferred provider example above, a restaurant which does not
accept credit cards may, instead of designing a unique closing
prompt that would be coded under the Special Announcement field,
choose from some canned closing prompts such as, "this restaurant
does not accept credit cards". This example or other general
announcement closing prompts would be coded for in the General
Announcement field of Listing Table 52A and/or Database 18.
[0105] Similar to the Special Announcement field, the General
Announcement field also allows for the use of multiple codes and
also allows cross-referencing of other System 2 services. For
example, if the same preferred provider restaurant offered
reservations, it may wish to include a cross referencing closing
prompt in their General Announcement field. Unlike the Special
Announcement field, the cross referencing prompt would not be
specifically tailored to the restaurant but instead would be of
more generic variety.
[0106] The Special Services field of Listing Table 52A and/or
Database 18 identifies any special services that a third party may
provide. This field is used when performing category searches when
a Requester 4 wishes to direct their search for certain abilities
or conditions, such as: open 24 hours, Spanish speaking, hearing
impaired compatible etc. For example, if a Requester 4 asks for all
Spanish-speaking restaurants in the area, when Operator Terminal 20
searches Database 18, the only listings that will be retrieved will
have a Spanish speaking code in the special service field.
[0107] The Pre-Announcement field of Listing Table 52A identifies
if the subscriber of Wireless Apparatus 6 wishes to have any
incoming calls pre-announced. This field determines whether there
is preference for voice or text or multimedia pre-announcements
assuming the service provider for Wireless Apparatus 6 supports the
appropriate formats. If both formats are not supported the
Pre-announcement field will default to whatever is supported by the
service provider. If a preference for a voice pre-announcement is
indicated or if the service provider can only support a voice
pre-announcement, it is contemplated by this invention that this
field will include but not be limited to the following four
options: connect call with pre-announcement, connect call without
pre-announcement, connect call only to Wireless Apparatus 6's
voicemail, and connect call to a System 2 temporary voicemail
device (VRU). In the event that the subscriber of Wireless
Apparatus 6 chooses message delivery only, it is contemplated by
this invention that the temporary voicemail device (VRU) will
prompt Requester 4 to record and store a message, and will then
attempt to deliver the message to Wireless Apparatus 6. Once
Requester 4 indicates that he/she has accepted the message
recorded, the call will be disconnected. If a preference for a data
and/or text pre-announcement is indicated or if the service
provider can only support a data and/or text pre-announcement, it
is contemplated by this invention that this field will include but
not be limited to the following one option: connect call with data
and/or text pre-announcement. It is contemplated by this invention
that this option shall specifically include the conversion of a
recorded voice message to text and the delivery of that message via
any of but not limited to the following formats: SMS, WAP, iMode,
instant messaging, etc.
[0108] The License Plate field of Listing Table 52A contains the
License plate of the primary vehicle associated with the subscriber
of Wireless Apparatus 6. This information can be used to associate
a subscriber with one or more vehicles in which they may be
traveling.
[0109] It is contemplated by the current invention that Operator
Terminal 20 will have the ability to perform searches on any one
field or combination of fields Listing Table 52A and/or Database
18. This includes but is not limited to locating WAIN listings by
email address, defined locality, directory listed name, address,
company, name, wireless carrier, license plate, wireline phone
number and/or even a reverse search listing by WAIN.
[0110] Finally, the Rate Plan field of Listing Table 52A contains
the rate plan of Wireless Apparatus 6. This information is used to
determine things such as if roaming charges will apply, if long
distance charges will apply and the number of monthly minutes
associated with the plan.
[0111] In another embodiment of the present invention, Personal
Contact List 52B is provided to add a feature to System 2 allowing
subscribers of Wireless Apparatus 6 to provide their contact list
to Database 18 allowing them easy access to a collection of
wireless numbers and other information. As a result the numbers
provided by the contact list are entered into Personal Contact List
Table 52B.
[0112] In addition to storing personal contact lists of subscribers
for their access only, System 2 can request that a subscriber
release the phone information on all of the contact list members so
as to further populate Database 18. This only requires the release
of telephone data and not the full content of contact list
information which can also include personal information such as
birthdays, etc. If the subscriber of Wireless Apparatus 6 consents,
the phone information from his/her contact list is added to the
WAIN listings in Database 18. As a result, the subscriber of
Wireless Apparatus 6 benefits by having a saved personal contact
list and System 2 benefits by getting additional WAIN listings for
Database 18. FIGS. 5B-5E illustrate Database Tables 52B-52E that
demonstrate the contact list feature and maintenance.
[0113] To encourage subscribers to send in their phone lists,
System 2 can provide bonuses, incentives or free services in
exchange for submitting a contact list for use in Database 18, as
described in more detail below.
[0114] As illustrated in FIG. 5B, Personal Contact List Tables 52B
preferably store contact names and numbers for each corresponding
Wireless Apparatus 6. The Wireless Apparatus 6 personal contact
list table is arranged to have additional information about each
contact, such as electronic and surface mail addresses, job title,
company name, company address, facsimile telephone number, home web
page, birthday, and the like. Each entry in a contact list is
assigned a unique identification number.
[0115] As illustrated in FIG. 5C, Updated Listing Tables 52C store
updated contact listings information which is to be added, deleted
or revised for a subscriber of Wireless Apparatus 6 contact list in
System 2. These changes are then incorporated into Personal Contact
List Table 52B.
[0116] Changes are preferably verified prior to incorporation into
the subscriber's Personal Contact List Table 52B. For example,
users attempting to synchronize their "personal contact databases"
with their Personal Contact List Table 52B initiate a
synchronization process, as discussed in detail below. These
changes are not incorporated into the user's personal contact list
until the user's authenticity has been verified. Once the requested
change has been verified for accuracy, (i.e. the requested change
is not a duplicate of a previous request) such change request will
be incorporated into subscriber's Personal Contact List Table
52B.
[0117] As illustrated in FIG. 5D, those requested changes which
cannot be implemented are stored in Rejected Updated Listings
Tables 52D along with a reason for the rejection, for example, that
the user is an invalid user, and/or that the requested changes is a
duplicate, and the like.
[0118] As illustrated in FIG. 5E, the Listing Indicator Table 52E
tracks the listing identification numbers assigned to each entry in
a subscriber's Personal Contact List Table 52B. Listing Indicator
Table 52E is used to track the listing identification numbers to
ensure that a unique identification number is assigned. This
facilitates future updates, deletions, etc., and also ensures that
entries can be made from multiple sources (i.e., a web browser,
Operator Terminal 20, PDA (Personal Digital Assistant), and/or
personal contact software and the like) without creating duplicate
listing identification numbers.
[0119] It should be noted that although the field description as
discussed above was for WAIN Listings Database 18, WAIN Listings
Database 18' preferably operates with substantially similar field
structure.
[0120] Tables 52A-52E for WAIN Listing Databases 18 and 18' are
configured not only to store subscriber information but also to
provide System 2 with the ability to properly handle feature
requests. For example, information stored in the Special Features
Code field in Listing Table 52A allows System 2 to provide features
such as preferred language and targeted advertising promotion.
[0121] In addition to providing a wireless white pages service
supported by Database 18 other services are available through
System 2. For example, a directions unit within Enhanced Services
Module 21 provides System 2 with a means to send directions to a
Requester 4. A Directions unit is incorporated in the Enhanced
Services Module 21 used by Agent Application 19 running on Operator
Terminal 20 and allows a customer service representative to
retrieve directions and transmit them to Requester 4. The
Directions feature in Enhanced Services Module 21 may be a stand
alone unit that is configured to calculate directions based on a
starting and a destination address, or other criteria as currently
known in the industry. In accordance with another embodiment of the
invention, Enhanced Services Module 21 may be connected via a
communications channel, for example, Internet, to a remote
directions calculating unit operated by a third party such as those
available by MAPQUEST.TM..
[0122] In another example, restaurant reservations are also
integrated into the Enhanced Services Module 21 used by Agent
Application 19 running on Operator Terminal 20 and provide System 2
with the ability to secure reservations and provide recommendations
for restaurants to a Requester 4. Reservation services are
activated when the subscriber such as restaurant or other related
service provider, such as a caterer, activates the reservations
services at Enhanced Services Module 21 of System 2. The
Reservations feature in Enhanced Services Module 21 may be a stand
alone unit that is configured to arrange reservations based on
up-to-date information received from a participating restaurant, or
other criteria as currently known in the industry. In accordance
with another embodiment of the invention, Enhanced Services Module
21 may be connected via a communications channel, for example,
Internet, to a remote reservations service system operated by a
third party.
[0123] Recommendations are activated when a subscriber such as the
restaurant or a restaurant recommendation service decides to place
its information in a recommendation index found within restaurant
reservation and recommendation system in Enhanced Services Module
21.
[0124] In a third example, movie ticket and schedule software is
incorporated into the Enhanced Services Module 21 used by Agent
Application 19 running on Operator Terminal 20 and provides System
2 with the ability to provide movie information and ticket
purchasing. These services are activated when a subscriber such as
a movie theater, playhouse or other related business, or a movie
information provider provides the information to System 2.
[0125] Closing Prompt Module 27 provides the closing prompt
identification data that will be included in a defined field such
as Closing Prompt Code field 58 of the Call Completion Data Packet
50 as shown in FIG. 9. As mentioned, Call Completion Data Packet 50
prompts Switch 12 with a command to activate the appropriate
closing prompt. Closing Prompt Module 27 functions in conjunction
with Agent Application 19 to generate a Call Completion Data Packet
50 as more fully described below in reference to FIG. 9. Call
Completion Data Packet 50 presents information to Switch 12 to
generate a closing prompt based on Closing Prompt Code field 58 of
the Call Completion Data Packet 50, which is recognized by Switch
12. Closing Prompt Module 27 can either exist as a physically
separate unit or it can exist as a functional module of Agent
Application 19 software.
[0126] While one embodiment of the invention has been described
above, the invention contemplates that Call Completion Data Packet
50 can be used by any combination of hardware and software such as:
an ACD, a PBX, a standalone VRU (Voice Response Unit)/ASR (Advanced
Speech Recognition), application software and the like, to generate
the closing prompt based on the Closing Prompt Code field 58 in
Call Completion Data Packet 50.
[0127] As illustrated in FIG. 7, Closing Prompt Module 27 is
comprised of a Closing Prompt Processing Module 64, Override Module
66 and a Call Completion Data Table 68. Call Completion Data Table
68 can either be a separate table within Closing Prompt Module 27
or it can exist as software that is found in Closing Prompt
Processing Module 64. In another embodiment of the current
invention, Closing Prompt Processing Module 64 and Override Module
66 can reside on Switch 12 or any combination of hardware and
software such as: an ACD, a PBX, a standalone VRU/ASR, application
software and the like.
[0128] In order to appropriately populate the Closing Prompt Code
field 58 of Call Completion Data Packet 50, Closing Prompt Module
27, in conjunction with Agent Application 19, checks the retrieved
listing in Listing Table 52A and/or Database 18. Closing Prompt
Module 27 uses the retrieved listing to populate some of the fields
in Call Completion Data Table 68. The remainder of the fields in
Call Completion Data Table 68 can be populated from Database 18
and/or the agent application. In one embodiment of the current
invention, Call Completion Data Table 68 includes but is not
limited to the seven fields 60A-60G as shown in FIG. 8. Closing
Prompt Module 27 also uses the Special Announcement and General
Announcement fields of Listing Table 52A and/or other fields from
Database 18, Closing Prompt Processing Module 64, Override Module
66 and Call Completion Data Table 68 to determine the appropriate
information to populate in Closing Prompt Code field 58, and other
fields of Call Completion Data Packet 50.
[0129] While the current invention contemplates that Closing Prompt
Module 27 may use any of the information in these fields and
modules in any order, the following outlines one possible method of
selecting a closing prompt.
[0130] The first step is to retrieve the listing that was selected
from Listing Table 52A and/or Database 18. In the event that the
listing was not found, this information will be considered
sufficient.
[0131] The next step is for the Closing Prompt Processing Module 64
to look to the Special Announcement field and General Announcement
field of Listing Table 52A to determine if any specific closing
prompts are active for Wireless Apparatus 6. If so, at least one
closing prompt code will be found in one of these fields and
possibly many codes will be found.
[0132] Next, Closing Prompt Processor Module 64 checks with
Override Module 66 to determine if any closing prompt override
functions are present. The information for this module comes from
both Listing Table 52A and/or Database 18 and from internal System
2 settings. For example, Override Module 66 may provide for time of
day functionality such that certain closing prompts are initiated
at certain times of day. In the case of restaurant services, dinner
prompts may be preferred in the evening hours whereas breakfast
prompts may be preferred in the morning hours.
[0133] Another sample function of Override Module 66 is to set
default prompts based on the day. For example, recreational prompts
may be set to activate only on weekends whereas business prompts
may only activate on weekdays. Yet another sample feature of
Override Module 66 is to cross-reference other services offered by
System 2 during peak and off-peak hours. For example, on Saturday
or Sunday, a cross-reference prompt to directional services may be
implemented when a Requester 4 asks for restaurant information. It
should be noted that the functions of Override Module 66 can be
used to modify or augment closing prompts found in Special
Announcement fields and General Announcement fields. The complete
breadth of examples of the functions of Override Module 66 are too
numerous to fully illustrate, however, it should be noted than any
ability to modify, add to, subtract from the closing prompt codes
that are found in the Special Announcement field and the General
Announcement field are within the contemplation of this
invention.
[0134] Next, Closing Prompt Processor Module 64 looks to Call
Completion Data Table 68 to determine a closing prompt based on the
information fields contained therein.
[0135] As illustrated in FIG. 8, these fields include: the Number
Dialed by Requester field 60A, Data Source of the Requested Listing
field 60B, Types of Data field 60C, Service Requested field 60D,
Preferred Language field 60E, the NPA/NXX of destination number
field 60F and Other Listing Table 52A and/or Database 18 data field
60G. These fields are populated by data contained in Listing Table
52A and/or Database 18 and from information contained in Agent
Application 19 on Operator Terminal 20.
[0136] The Number Dialed by Requester field 60A contains
information that can be used by Closing Prompt Module 27 to
identify the number dialed by Requester 4, the service provider of
Requester 4, the originating Switch 12 and the call completion area
for this call. This information is obtained flora the data source
field of Listing Table 52A and/or Database 18.
[0137] The Data Source of Requested Listing field 60B contains
information that can be used by Closing Prompt Module 27 to
identify the data source which provided the listing information.
This information is obtained from the data source field of Listing
Table 52A and/or Database 18.
[0138] The Type of Data field 60C informs Closing Prompt Module of
the what type of data was solicited by Requester 4, such as
traditional directory assistance, movies, restaurants, directions,
categories and/or other business searches. The information used to
populate the Type of Data field 60C is obtained from various fields
in Listing Table 52A and/or Database 18.
[0139] Service Requested field 60D contains information used by
Closing Prompt Module 27 which can identify the type of service
requested by Requester 4 such as; information requests, commerce
requests, reservation requests, etc. The information used to
populate the type of service requested field 60D is obtained by
Agent Application 19 on Operator Terminal 20 from Listing Table 52A
and/or Database 18.
[0140] Preferred Language field 60E contains information used by
Closing Prompt Module 27 to indicate the preferred language of
Requester 4. This information is used to ensure that the proper
language closing prompts can be used. It is also contemplated by
the current invention that the Preferred Language field 60E can be
used in conjunction with the Special Announcement field and General
Announcement fields of Listing Table 52A and/or Database 18. The
data used to populate Preferred Language field 60E is obtained from
either Operator Terminal 20 or from the Special Services field of
Listing Table 52A. One possible implementation would be to populate
the Preferred Language field 60E based on the number dialed by
Requester 4; however, this is not the only possible
implementation.
[0141] The NPA/NXX (Numbering Plan Area/Exchange code) of the
Destination Number field 60F contains information used by Closing
Prompt Module 27 to identify the location of the listing so as to
select a location based closing prompt.
[0142] Lastly, the Other Listing Table 52A or Database 18 field 600
contains information used by Closing Prompt Module 27 to identify
any additional information in Listing Table 52A and/or Database 18
that could be of use in selecting a closing prompt.
[0143] Fields 60A-60G for Closing Prompt Module 27 are intended
only to provide examples of possible fields and are in no way
intended to limit the scope of the invention. Any field which can
be used in Closing Prompt Module 27 to tailor a closing prompt to
allow for targeted third party advertising and other such uses is
within the contemplation of the present invention.
[0144] At this point, regardless of the order in which the
information was gathered, Closing Prompt Processing Module 64 of
Closing Prompt Module 27 uses the Agent Application 19's logic to
determine what information should be used to populate Closing
Prompt field 58 of Call Completion Data Packet 50. One example of
this logic is for Closing Prompt Module 27 first to look to the
Special Announcement and the General Announcement fields of Listing
Table 52A and/or Database 18. Next, Closing Prompt Processing
Module 64 looks to Override Module 66 to see if there are any
additions, modifications, or other instructions that are added to
or subtracted from the closing prompts found in the Special
Announcement and General Announcement fields. Next, Closing Prompt
Processing Module 64 looks to Call Completion Data Table 68 to see
if there are any additions, modifications, or other instructions
that are added to or subtracted from the closing prompts decision
made above. Finally, upon selecting the appropriate closing prompt,
Closing Prompt Module 27 populates the Closing Prompt Code field 58
of Call Completion Data Packet 50.
[0145] Unlike prior art, this invention dynamically alters the
closing prompt to tailor a specific message to the Requester 4
based on information obtained through the call. This decision can
be based on specific Wireless Apparatus 6 instructions, third party
instructions, other information contained in Listing Table 52A
and/or Database 18, Override Module 66 and/or possible fields
60A-60G of Call Completion Data Table 68.
[0146] Agent Application 19 software then creates a Call Completion
Data Packet 50. Alternatively, Closing Prompt Module 27 or some
other application could create Call Completion Data Packet 50;
however, for the purposes of this discussion Agent Application 19
will be forming Call Completion Data Packet 50. As illustrated in
FIG. 9, Call Completion Data Packet 50 is comprised of multiple
data fields. This can include but is not limited to the Originating
Phone Number of Requester field 54, the Wireless Apparatus
Identification Number (WAIN) Information Field 56, Closing Prompt
Code Field 58 and Pre-announcement field 59. It should be noted
that it is contemplated by the current invention that the WAIN
information field may include both wireless and wireline
listings.
[0147] Call Completion Data Packet 50 is formed by Agent
Application 19 at Operator Terminal 20 using information from
Incoming Call information Record 15, Listing Table 52A from
Database 18, and Closing Prompt Module 27. This information is then
organized and used to populate the fields of Call Completion Data
Packet 50.
[0148] The Originating Phone Number field 54 is the originating
phone number of Requester 4. The Wireless Apparatus Identification
Number (WAIN) Information field 56 is the requested listing of the
subscriber. This information is provided to Operator Terminal 20 by
the retrieved listing from Listing Table 52A and/or Database 18.
The WAIN Information field identifies the proper destination for
the completed call. This information is used to properly connect
Requester 4 to Wireless Apparatus 6. Closing Prompt Code field 58
of Call Completion Data Packet 50 contains instructions on which
closing prompt to retrieve, use and play for Requester 4.
Pre-announcement field 59 of Call Completion Data Packet 50 denotes
to the Voice Response Unit (VRU) whether or not the
pre-announcement feature is activated. If the pre-announcement
feature is activated the VRU will announce Requester 4's identity
to Wireless Apparatus 6 by either voice or text message so that
Wireless Apparatus 6 can determine whether or not to accept the
call.
[0149] When combined, the Originating Phone Number of Requester
field 54, the WAIN Information field 56, the Closing Prompt Code
field 58, and the Pre-announcement field 59 contain all of the
information needed to initiate and complete the call, play the
appropriate closing and pre-announcement.
[0150] Wide Area Network (WAN) 25 is configured to couple all
Operator Terminals 20 to System 2 and 2'. This includes connections
between geographic locations, such that Operator Terminals 20
located at a call center can connect with Switches 12 at other
remote locations. As noted earlier and to be discussed in more
detail below, because Primary Call Center 16 may route calls to
remote Operator Terminals 20' it is necessary that those Operator
Terminals 20' be able to communicate back to the originating Switch
12 in order to connect to the proper call. WAN 25 is configured to
relay Call Completion Data Packet 50 to the appropriate Switch 12
in order to complete Requester 4's call. A more complete
description of the function of WAN 25 within System 2 is discussed
below.
[0151] Agent Application 19, as supported by one of the Operator
Terminals 20, communicates via Operator Terminals 20 to any one of
the Switches 12 with the combination of Systems 2, 2' etc. via Wide
Area Network 25 (WAN). WAN 25 allows customer service
representatives at Operator Terminals 20 to transmit a Call
Completion Data Packet 50 from Operator Terminals 20 to any one of
Switches 12. In the event that Agent Application 19 is unable to
successfully pass Call Completion Data Packet 50 due to any number
of reasons including but not limited to the unavailability of WAN
25 or the rejection of Call Completion Data Packet 50, Agent
Application 19 can initiate call completion using in-band signaling
such a DTMF. This allows Agent Application 19 to put the caller on
soil hold and pass the destination digits to Switch 12 via the same
trunk. Switch 12 then accepts the digits and releases the call to
Call Center 16 and initiates call completion as described
hereinafter.
[0152] Regarding signaling and trunking configurations, the
communication links between Switch 12 and Primary Call Center 16
(or call center 16') and the communication links between Switch 12
and Mobile Switching Center (MSC) 8 can be implemented as release
link trunks. In this embodiment of the current invention the
communication links are released once the call completion data is
transmitted. to the destination end of the link. Release link trunk
technology is known in the art and allows resources at the
destination device to be freed by employing a predetermined
signaling sequence which is recognized by the destination device as
a release link signal. In addition, in another embodiment of the
current invention, the communication links between Switch 12 and
Mobile Switching Center (MSC) 8 can be implemented as
Multi-frequency MF signaling. One possible example of MF signaling
is Feature Group-D (FG-D)links as commonly known in the
industry.
[0153] In an alternative embodiment of the current invention, the
communication links between Switch 12 and Mobile Switching Center
(MSC) 8 can be implemented as SS7. SS7 is a type of out-of-band
signaling, as is commonly known in the industry. In another
embodiment of the invention, the links between Switch 12 and MSC 8
can be implemented as DTMF signaling. DTMF is a type of in-band
signaling. All of these signaling choices are known in the art and
are meant only as possible embodiments of the current invention but
should not be seen as the possible choice of communication links by
which the current invention can be implemented.
[0154] As part of the call completion process, Switch 12 has the
ability to select the optimal trunk group to be used for the
completion of Requester 4 to Wireless Apparatus 6. For example, if
Switch 12 has a direct connection to the Service Provider 26 of
Wireless Apparatus 6, the completion of this call would be
implemented over this link.
[0155] In the case where Switch 12 did not have a direct connection
to the Service Provider 26 of Wireless Apparatus 6, the completion
of this call would be via the PSTN 10. This allows Switch 12 to
select the most cost effective means of delivering the call to
Wireless Apparatus 6. This selection of the outbound trunk group
may be determined by Call Completion Table 17 (as shown in FIGS. 1,
2 and 3) based. on information contained in Call Completion Data
Packet 50. For example, the NPA.nxx of the number in the WAIN
Information field 56 in Call Completion Data Packet 50 can be used
to indicate Service Provider 26 for that listing. This information
is then used to determine whether a direct connection exists from
Switch 12 to that Service Provider 26. If such a direct connection
exists, then the first choice route for this call would be via that
link. In the event that such direct connection is not available or
does not exist, an alternate route such as a connection to the PSTN
10 could be used.
[0156] Requester Call Operations
[0157] As illustrated in the flow diagram of FIG. 10, initially, at
step 100, Requester 4 calls System 2. The method for accessing
System 2 can be via any known dialing pattern such as an "800"
number, an NPA,nxx,xxxx number or NPA-555-xxxx, hut also can be a
shortened information-like number, such as "411," "555," "#555,"
etc. Preferably, access to System 2 is arranged such that the
access number dialed by Requester 4 is available nationwide such
that Requester 4 need not be concerned with individual access
numbers depending on their location, or whether they are accessing
System 2 via a wireless device or a wireline device.
[0158] At step 102, Mobile Switching Center (MSC) 8 recognizes the
pattern dialed. by Requester 4 as belonging to System 2 (i.e., a
request for communication assistance) and routes the call to Switch
12 along with the originating phone number of Requester 4. Switch
12 tracks call detail information upon receiving the call from MSC
8.
[0159] Although not shown, the signaling methodology of the present
invention can be implemented using the method and devices described
in U.S. application Ser, No. 09/449,126, filed Nov. 24, 1999.
[0160] An additional feature of Switch 12 is its ability to
recognize and translate dial number strings allowing System 2 to
provide agent application services to multiple customers. Upon
dialing the appropriate number, MSC 8, is configured to recognize
that the dialed number string belongs to the communication
assistance system and method, and routes the inbound call to Switch
12. If necessary, prior to routing the call to Switch 12, MSC 8 may
translate the user's dial string (for example #555) to a digit
sequence recognized by System 2.
[0161] This translation allows different service carriers to access
the service provided by the present invention using either a
universal access number or different user dial strings. For
example, in the event that two carriers decide to use different
dial strings (i.e. cellular telephone carrier A may support access
to System 2 by dial string *5 while cellular carrier B may access
the service using the dial string 411). each carrier's Mobile
Switching Center (MSC) 8 may or may not select to translate this
dial string before routing the call to Switch 12. Upon receiving
the inbound call, Switch 12 may further translate the MSC 8 dial
string and route the call to Primary Call Center 16. The number
sent by Switch 12 allows System 2 to identify the particular MSC 8
from which the dial string was received, along with the actual MSC
dial string so that elements of System 2 can determine what service
is desired, and where the inbound call originated. It is also
contemplated by this invention that calls may originate from a
wireline carrier and/or VoIP carrier as shown in FIG. 1 and FIG.
16, respectively.
[0162] For example, Switch 12 might translate Mobiles Switching
Center (MSC) 8 dial string 411 to any four-digit number (this
string length is for example only and can be modified) such as
9605. This four-digit string is used to populate the Number Dialed
by Requester field 60A in Call Completion Data Table 68 as shown in
FIG. 8, The translated digit string will be referred to as the
Direct Inbound Dial (DID) number. Each Switch 12 can have multiple
DM numbers to identify Requester 4's request for different services
and their calling location.
[0163] An additional feature available using this technology is to
provide a separate dial string as an indicator of preferred
language information to System 2. For example, if a dial string
such as NPA.555,1818_is used, Switch 12, after translating the MSC
dial string, will automatically send a Spanish language preference
indicator in Incoming Call Information Record 15 so that the
Primary Call Center 16 will route the call to an appropriate
Operator Terminal 20, such as a Spanish speaking operator.
Advantageously, Spanish speaking operators may be located remotely
from System 2 and calls to be handled by them may be routed via
Call Center 16 to a remote Call Center 16' as described above in
reference with FIGS. 1-3.
[0164] It should be noted that the above example of call signaling
methodology is intended only as an example of call routing and
Requester 4 identification and is not intended to limit the scope
of the present invention. Any such signaling methodology protocol
which is capable of transmitting the call between the MSC 8 and
Switch 12 is within the contemplation of the present invention.
[0165] At step 104, Switch 12 routes the call to Primary Call
Center 16. To perform this task, Switch 12 creates Incoming Call
Information Record 15, as shown in FIG. 4, with the pertinent
information as described in more detail above, and selects a direct
trunk to Call Center 16. The configuration being used to carry the
call between Switch 12 and Primary Call Center 16 preferably is a
release link trunk configuration, discussed above in detail. While
not discussed here, it is contemplated that any trunking and/or
signaling configuration can be used to route the call from Switch
12 to Call Center 16. It is also contemplated by this invention
that Switch 12 may connect this call to Call Center 16 via Public
Switched Telephone Network PSTN 10 (i.e. using an 800 number or a
directly dialed number).
[0166] Next, at step 106, upon receiving the call from Requester 4,
Primary Call Center 16 notifies an available Operator Terminal 20
with the appropriate skills, if necessary, that an inbound request
has arrived and routes the call there. Upon establishing a link
between Requester 4 and Operator Terminal 20, Primary Call Center
16 establishes a voice and communications link from the caller to
the customer service representative. The two-way voice
communication is routed directly from Requester 4 through Primary
Call Center 16 to Operator Terminal 20, having an attached
telephonic communication means. The data communication, which may
include any information contained in Incoming Call Information
Record 15 (i.e. the number dialed by Requester 4 (the DID), the
preferred language code, the originating phone number of the
requester and the requester service provider field) is transmitted
to the Primary Call Center 16 to Operator Terminal 20 via Computer
Telephony interface (CTI) 29. CTI 29, deployed between Primary Call
Center 16 and Operator Terminals 20, is used to communicate the
information necessary for the customer service representative and
Agent Application 19 software to handle and complete the call.
[0167] Using this link, an agent asks Requester 4 for information
regarding the services they are requesting. Requester 4 supplies
the necessary information. An example of this information may
include but is not limited to: the directory listed name, the
defined locality, the email address, the name, wireline phone
number, license plate, etc. It is contemplated by the current
invention that traditional directory assistance and enhanced
directory assistance may also be provided by this system. At step
108, the agent at Operator Terminal 20 then initiates a search of
Database 18. Of course, if Primary Call Center 16 is busy or there
are no available Operator Terminals 20, the Requester 4's call can
be forwarded to Call Center 16' which can accommodate the
requester's inquiry in the same manner as described above in step
106. If the requested listing is unavailable, the agent awaits
further instruction from Requester 4.
[0168] Next, at step 110, the listing for Wireless Apparatus 6 is
reviewed to determine if the number requested is unlisted or if it
is masked to prevent Requester 4 from receiving the actual number.
The records associated with Wireless Apparatus 6 in databases such
as 18 and 18', as listed, in Listing Table 52A, are provided with a
Wireless Apparatus Identification Number (WAIN) Connect field,
having a WAIN Field Sub Table 70 which indicates to Operator
Terminal 20 whether or not a customer service representative is
permitted to connect the call and, if so, disclose the WAIN to
Requester 4. This ensures unlisted numbers remain unreachable and
that the WAIN of Wireless Apparatus 6 remains confidential if the
corresponding subscriber so wishes.
[0169] During operation, Agent Application 19 software reviews WAIN
Field Sub Table 70 to check if the number is unlisted. If so, the
customer service representative informs Requester 4 of this and
awaits further instructions. If the number is listed, then Agent
Application 19 checks to see if the number is masked. This is the
feature that is "on" or "off" at the request of the subscriber of
Wireless Apparatus 6; however preferentially, the default is set to
masked. If the number is masked, the call is connected without
Requester 4 ever seeing or hearing the number. If the number is not
masked. Requester 4 receives the number and is offered the service
of automatic dial or other such comparable service. Of course, it
is understood that the above described operation and method are
easily implemented in the software arrangement in FIG. 6 or any
other software arrangements known to those familiar with the art.
It is also contemplated by this invention that Database 18 may be
stored in an encrypted format to protect it from intrusion, hacking
or other forms of unauthorized access or use.
[0170] Alternatively, for an even more secure listing for Wireless
Apparatus 6, the WAIN of Wireless Apparatus 6 is not displayed to
the customer service representative at Operator Terminal 20.
Although System 2 will have the information it will not be
displayed to the customer service representative. In this case,
Operator Terminal 20 and Switch 12, communicating through Call
Completion Data Packet 50 and Wide Area Network (WAN) 25, complete
the call while maintaining the secrecy of the WAIN throughout.
[0171] Next, at step 112, Closing Prompt Module 27 decides on an
appropriate closing prompt, based on the criteria described above.
The closing prompt is either read from Special or General
Announcement field of Listing Table 52A, selected or modified by
Override Module 66 or selected by logic contained in Closing Prompt
Processor Module 64 based on Wireless Apparatus 6 and Requester 4
information found in Call Completion Data Table 68. A code or
multiple codes for the prompt or prompts is then used by Closing
Prompt Module 27 to populate Closing Prompt Code Field 58 of Call
Completion Data Packet 50 so as to determine which recorded closing
prompt is to be played.
[0172] Next at step 114, Agent Application 19 software on Operator
Terminal 20 constructs Call Completion Data Packet 50. Call
Completion Data Packet 50 is prepared using information from
Incoming Call Information Record 15, Listing Table 52A, Database
18, Closing Prompt Module 27, Agent Application 19 and verbal
information from Requester 4.
[0173] Upon completion of Call Completion Data Packet 50, Operator
Terminal 20 transmits Call Completion Data Packet 50 to Switch 12
via Wide Area Network 25. WAN 25 is connected to all Switches 12
and all Operator Terminals 20 in System 2, such that should an
Operator Terminal 20 be remotely located from Switch 12 as a result
of call routing, Operator Terminal 20 will be able to send the Call
Completion Data Packet 50 through WAN 25, even to remotely located
Switches 12. The appropriate Switch 12 is identified by Agent
Application 19, using the DID which identifies the originating
switch where the Requester 4's call entered System 2.
[0174] Next, at step 116, Switch 12 initiates the call between
Requester 4 and Wireless Apparatus 6. Switch 12 then begins
tracking call detail information and other functions for the call
completion leg. Switch 12 then uses the information in Call
Completion Data Packet 50 to select the appropriate closing prompt
from Closing Prompt Storage Module 13, and the appropriate outbound
trunk group from Call Completion Table 17.
[0175] At step 118, System 2 checks Pre-announcement field 59 of
Call Completion Data Packet 50 which indicates whether or not the
subscriber of Wireless Apparatus 6 wishes a calling party to be
"pre-announced" to them. If the subscriber of Wireless Apparatus 6
chooses that the calling party be pre-announced, then this
pre-announcement provides an opportunity to accept or reject the
inbound call. The pre-announcement feature is available to Wireless
Apparatuses 6 on inbound calls from both wireless and wireline
Requesters 4. Inbound calls from wireless Requesters 4 are
defaulted to pre-announce "on" and inbound calls from wireline
Requesters 4 are defaulted to pre-announce "off"; however, any
subscriber and/or System 2 provider can decide to change this
setting at any time. If the pre-announcement feature is "off"
System 2 proceeds to step 124A, if pre-announcement feature is "on"
then system proceeds to step 120.
[0176] Next, at step 120, System 2 consults the Pre-announcement
field 59 of Call Completion Data Packet 50, to determine the method
of transmitting the pre-announcement. The pre-announcement can be
either in text or voice format. Using the fields in Call Completion
Data Packet 50, System 2 determines what format is available based
on the carrier and the device capabilities of Wireless Apparatus 6.
If in voice format, Switch 12 and/or an integrated Voice Response
Unit (VRU) will prompt Requester 4 to state his/her name. After
recording Requester 4, Switch 12 and/or the VRU replays the voice
to the subscriber of Wireless Apparatus 6. It is contemplated by
this invention that this same voice message of Requester 4's name
can be converted to a text message and be delivered to the
subscriber as described below using text pre-announcements. If the
pre-announcement is in text format Switch 12 transmits the
originating number of Requester 4 to Wireless Apparatus 6, or
alternatively sends more complete information on Requester 4
provided it is available to System 2. Text messaging can be sent in
WAP (Wireless Application Protocol) or any other protocol which is
sufficient to transmit the necessary information and is supported
by the Service Provider 26 of Wireless Apparatus 6.
[0177] At step 122, if the Wireless Apparatus 6 indicates
acceptance of the inbound call, then see step 124A below. If the
call is not accepted, see step 124B.
[0178] At step 121A, in the case where the Wireless Apparatus 6
wishes to accept the inbound communication request, Wireless
Apparatus 6 indicates acceptance via an appropriate command to
System 2.
[0179] Additionally upon completion of the call, Switch 12 uses the
information in Closing Prompt Code field 59 of Call Completion Data
Packet 50 to play the appropriate closing prompt to Requester 4
just before they are connected to Wireless Apparatus 6.
[0180] At step 124B, if Wireless Apparatus 6 wishes to refuse the
call they can use any number of methods to terminate the call on
their end as described above. In this case, a closing message is
read to Requester 4 explaining to them that Wireless Apparatus 6
did not accept the call, and/or was unavailable and subsequently,
they are dropped by System 2. In one possible embodiment of this
invention, this closing message may be zero seconds in length.
Alternatively, if the call cannot be completed to Wireless
Apparatus 6, System 2 can transfer Requester 4 back to a customer
service representative for further assistance.
[0181] In another embodiment of the present invention, if the call
cannot be completed to Wireless Apparatus 6, Wireless Apparatus 6
may choose to send Requester 4 to a Voice Mail system with the
option to leave a message.
[0182] Another embodiment of the invention is shown in FIG. 15.
FIG. 15 is a diagram of an example of the components used to
provide access to the Wireless Apparatus Identification Number
(WAIN) database via a voice recognition portal, while still
maintaining the confidentiality of the listings. Requester 4
communicates to the Switch 12 by either directly dialing a special
number or by calling Requester 4's landline carrier and being
routed to Switch 12. Requester 4 can also access the data by
communicating through Wireless Carrier A to Switch 12. In one
embodiment of the invention, Switch 12 and an integrated VRU (Voice
Response Unit)/ASR (Advanced Speech Recognition). Mobile Switching
Center (MSC) 8 and PSTN 10 and the Primary Call Center 16 are
connected via WAN 25. In another embodiment, Switch 12 and the
VRU/ASR are separate units connected via WAN 25.
[0183] When Requester 4 is connected to the VRU Voice Response
Unit)/ASR (Advanced Speech Recognition), Requester 4 is guided
through a series of voice prompts running on ASR Application 23
that will lead to the selection of the phone number associated with
the subscriber of Wireless Apparatus 6. While any of the fields in
listing Table 52A may be read by the VRU/ASR to Requester 4, it is
expected that in most cases only the name and address information
may be read by the VRU/ASR to Requester 4. Once Requester 4 has
selected the desired listing, the system will select the
appropriate closing using the selection criteria explained
previously. Finally, all of the pre-announcement and call
completion logic described previously apply to the completion of
this call via Switch 12 or PSTN 10.
[0184] Another embodiment of the invention is shown in FIG. 16.
FIG. 16 is a diagram of an example of the components used to
provide access to the Wireless Apparatus Identification Number
(WAIN) database via an Internet portal, while still maintaining the
confidentiality of the listings. In this embodiment of the
invention, Requester 4 accesses the WAIN database via a personal
computer, Home PC 4B, connected to the Internet through an ISP
(Internet Service Provider) or other appropriate connection.
Requester 4 accesses an application that resides on Web Server 44
after passing through the Internet Firewall 45. The application
then requests specific pieces of information, which will be
provided by Requester 4. That information is in turn employed by
the application to access data on the WAIN database and provide a
list of names and addresses that may fit the criteria entered by
Requester 4. If Requester 4 selects one of the listings offered,
Requester 4 will be connected to Wireless Apparatus 6 via a Voice
over IP Carrier 43 to an H323 Gateway connected to PSTN 10 and
Mobile Switching Center (MSC) 8.
[0185] In another embodiment of this invention, the call may also
be completed via access through a Voice over IP Carrier 43 via an
H323 Gateway connected via Switch 12 directly to MSC 8.
[0186] In another embodiment of this invention, once a desired
listing is identified, Processing Application 49 writes the
originating phone number for Device 4 (Device 4 may be either
wireless or wireline), the listing for Wireless Apparatus 6 and an
assigned access number to Access Database 19. The assigned access
number is then sent to Home PC 4. The user of Home PC 4 may then
manually dial the assigned. access number on Device 4. It is also
contemplated by this invention that the assigned access number may
be sent to Device 4, in the event that Device 4 is wireless, via a
data protocol including, but not limited to: WAP, SMS, iMode
interface, etc. The subscriber of Device 4 dials the assigned
access number, which connects Device 4 to Switch 12.
[0187] Based on the access number and originating phone number of
Device 4,
[0188] Switch 12 searches Access Database 19 and retrieves the
listing for Wireless Apparatus 6. Switch 12 then performs call
completion by either a direct connection to Mobile Switching Center
(MSC) 8 or via PSTN 10. In all cases the processing of the closing
prompts, pre-announcements, call completion and billing will be
handled as previously outlined herein.
[0189] Another embodiment of the invention is shown in FIG. 17.
FIG. 17 is a diagram of an example of the components used to
provide access to the Wireless Apparatus identification Number
(WAIN) database via a data protocol included but not limited to:
WAP (Wireless Application Protocol), SMS, iMode interface, while
still maintaining the confidentiality of the listings. In this
embodiment of the invention, Requester 4 performs a query via the
Wireless Device 4. At Mobile Switching Center (MSC) 8, the request
is processed by 9/SCP (Wireless Services Control Point) 47 and
interfaced through the carrier's Firewall 45 to the Internet via
ISP 42. The request is in turn processed through System 2's
Firewall 45 and passed to Web Server 44. On Web Server 44,
Processing Application 49 takes the information sent and structures
a query that will go against the WAIN Listing Database 18. The WAIN
Database 18 returns a number of listing names and addresses that
are consistent with the request. This information is sent back via
Firewall 45 to Wireless Device 4. The transmitted information is
displayed on the Wireless Device 4, and the subscriber of Wireless
Device 4 is then able to either select a specific listing or
request additional listings. If additional listings are requested,
the cycle is repeated until the subscriber either finds the desired
listing or stops the search.
[0190] Once a desired listing is identified, Processing Application
49 writes the originating phone number for Wireless Device 4, the
listing for Wireless Apparatus 6 and an assigned access number to
Access Database 19. The assigned access number is then sent to
Wireless Device 4. The subscriber of Wireless Device 4 dials the
assigned access number, which connects wireless device 4 to Switch
12. Based on the access number and originating phone number of
Wireless Device 4, Switch 12 searches Access Database 19 and
retrieves the listing for Wireless Apparatus 6. Switch 12 then
performs call completion by either a direct connection to Mobile
Switching Center (MSC) 8 or via PSTN 10. In all cases, the
processing of the closing prompts, pre-announcements, call
completion and billing will be handled as previously outlined in
this document.
Billing Procedure
[0191] The billing procedure of the present invention is explained
as follows. When Requester 4 contacts Call Center 16 or 16' and is
connected to a Wireless Apparatus 6, billing records are preferably
created in at least three places: 1) on the system of the
originating Service Provider 26. 2) System 2 (which may include
Switch 12, Call Center 16 and Database 18), and 3) the system of
the terminating Service Provider 26.
[0192] As taught by the prior art, if nothing were done, these
billing records would result in the following charges: [0193] 1)
The originating Service Provider 26 would bill the calling party
for the call to System 2 and a per minute charge for the duration
of the call to the primary call center as well as the duration of
the call completion if applicable. [0194] 2) Depending on the
Wireless Apparatus Identification Number (WAIN) of Wireless
Apparatus 6 and service rate plan of Requester 4, the originating
Service Provider 26 might also bill Requester 4 for toll charges if
the communication with Wireless Apparatus 6 is a toll call; and
[0195] 3) The terminating Service Provider 26 would bill the
subscriber of Wireless Apparatus 6 for airtime. [0196] 4) In
addition, in the event that the subscriber of Wireless Apparatus 6
is roaming, the terminating service provider may or may not be the
service provider for Wireless Apparatus 6. In the case in which
roaming charges would be incurred the terminating Service Provider
26 would bill the Service Provider 26 of Wireless Apparatus 6 for
these charges. Service Provider 26 of Wireless Apparatus 6 would
then bill the subscriber of Wireless Apparatus 6 for these charges
and any additional charges Service Provider 26 may choose to
impose.
[0197] In one aspect of the present invention, the subscriber of
Wireless Apparatus 6, i.e. the called party, may not be charged for
the communication session (call) with Requester 4. This decision on
whether or not the called party should be billed for the incoming
call, as discussed earlier, may be made by the subscriber of
Wireless Apparatus 6 or Service Provider 26. This creates an issue
in that the Service Provider 26 of the subscriber of Wireless
Apparatus 6 still needs to be compensated. It is contemplated by
the current invention that the Service Provider 26 of the
subscriber for Wireless Apparatus 6 will be compensated by
Requester 4. This compensation may be collected in any number of
ways; however, for simplicity, it is assumed herein that this
compensation will be collected by Service Provider 26 of Requester
4.
[0198] In the event that the subscriber for Wireless Apparatus 6 is
not roaming, the functionality of System 2 includes acting as a
billing clearinghouse in the following fashion. The Service
Provider 26 of the subscriber of Wireless Apparatus 6 agrees not to
charge the called party (i.e. the subscriber of Wireless Apparatus
6) for inbound calls from System 2. This is preferably accomplished
by either rating communication sessions which originate from System
2 at $0.00 or by stripping the corresponding records from the
database of terminating Service Provider 26 (in this example, the
terminating Service Provider 26 is also the wireless carrier for
the subscriber of Wireless Apparatus 6).
[0199] System 2 will generate a record of this inbound call to
System 2 and, if necessary, the corresponding completion or
completion attempt to the subscriber of Wireless Apparatus 6. This
billing record is created in Billing Database 14 or another
database (not shown). As discussed above, these billing records
preferably include but are not limited to the call date, the call
start time, the call end time and the resulting time, i.e. the call
length, the originating phone number for Requester 4, the Wireless
Apparatus Identification Number (WAIN) for Wireless Apparatus 6 and
fields which identify the originating service provider and the
service provider of Wireless Apparatus 6. This record is preferably
created from the records in Switch 12, but is not limited to such
and may contain information on call origination and/or call
completion legs and any other necessary information. In addition,
any data that is received from Service Provider 26 of Wireless
Apparatus 6 related to roaming and/or other charges may also be
included.
[0200] These records are then generated and transferred to the
originating Service Provider 26 for inclusion in the bill to
Requester 4. This is accomplished by formatting the billing record
data into an appropriate format for each service provider's billing
system and transmitting the records to the service providers on a
periodic or requested basis. The service providers can then rate
these billing records at agreed upon rates and can include them on
the bill to Requester 4 along with a per call charge and any
airtime, roaming and/or toll charges.
[0201] Funds, or a portion thereof, collected by the originating
Service Providers 26 of Requester 4 for these charges are
preferably passed to the provider of System 2. The provider of
System 2 and/or a third party using information from System 2, then
distributes these funds back to the service provider for the
subscriber of Wireless Apparatus 6, the originating Service
Provider 26, the provider of System 2 and the third party, if
necessary, in accordance with an agreed distribution
arrangement.
[0202] In the event that the subscriber for Wireless Apparatus 6 is
roaming, the functionality of System 2 includes acting as a billing
as described for the different cases below.
[0203] In the first case, the subscriber of Wireless Apparatus 6 is
roaming and has chosen a rate plan under which he/she is not
charged extra for roaming. In this case, the functionality of the
current invention is as described above.
[0204] In the second case, the subscriber of Wireless Apparatus 6
is roaming and has chosen a rate plan under which he/she is charged
extra for roaming; however, Service Provider 26 for the subscriber
of Wireless Apparatus 6 has decided not to recoup these roaming
charges. In this case, the functionality of the current invention
is as described above.
[0205] In the third case, the subscriber of Wireless Apparatus 6 is
roaming and has chosen a rate plan under which he/she is charged
extra for roaming and Service Provider 26 for the subscriber of
Wireless Apparatus 6 is interested in recovering these roaming
charges. In this case, the functionality of the current invention
is as described above with the following additional
responsibilities for the provider of System 2 and Service Provider
26 of the subscriber of Wireless Apparatus 6. Service Provider 26
of the subscriber of Wireless Apparatus 6 agrees not to charge the
called party (i.e. the subscriber of Wireless Apparatus 6) for
inbound calls from System 2. This is preferably accomplished by
either rating communication sessions which originate from System 2
a $0.00 or by stripping the corresponding records from the database
of terminating Service Provider 26 or Service Provider 26 of the
subscriber for Wireless Apparatus 6. In this case, Service Provider
26 of the subscriber for Wireless Apparatus 6 will also provide
billing records of all calls that were completed to subscribers of
Wireless Apparatus 6 where the subscriber of Wireless Apparatus 6
was roaming. These records would be provided to the vendor of
System 2 and include, but not be limited to, the following
information: the originating phone number of Requester 4, the
Wireless Apparatus Identification Number (WAIN) of Wireless
Apparatus 6, the date of the call, the start time of the call, the
end time of the call, and any associated roaming charges for the
call. System 2 will then include this information in the records
which are generated and transferred to the originating Service
Provider 26 for inclusion in the bill to Requester 4.
[0206] If roaming charges were incurred, the Service Provider 26 of
Wireless Apparatus 6 will need to reimburse the terminating Service
Provider 26 in accordance with their existing roaming agreement.
Because there are funds flowing in both directions, the only funds
that need to change hands in any given month are the net
differences between what the service providers owe each other and
what is owed to the provider of System 2 and/or the third
party.
[0207] It is contemplated by the current invention that in certain
cases the subscriber of Wireless Apparatus 6 may elect traditional
wireless billing (i.e. incur the cost associated with of incoming
call) rather than the calling party pays solution proposed
herein.
Data Base Management and Updating
[0208] The devices and methods used to populate and maintain
Wireless Apparatus Identification Number (WAIN) listings databases
such as 18 and 18' are now described. For the sake of simplicity,
the processes for creating and maintaining the databases will be
described only with reference to WAIN Listings Database 18. WAIN
Listings Database 18' is updated in the same manner, preferably by
synchronizing WAIN Listings Database 18 with WAIN Listings Database
18'. Of course, additional call centers 16' can be implemented
within System 2 such that additional instances of Database 18' can
be provided.
[0209] FIG. 11 is a diagram of a first embodiment in which Wireless
Apparatus Identification Number (WAIN) Listings Database 18 can be
created and maintained. There are two primary methods for updating
listings in Database 18 and the two methods are with operator
support and without operator support. The methods for updating
Database 18 with operator assistance include but are not limited to
the following: direct subscriber call (i.e. voice), Instant
Messaging, SMS, Live Chat, and/or WAP, etc. The methods for
updating Database 18 without operator assistance include but are
not limited to the following: direct subscriber call-in to a
VRU/ASR (i.e. voice recognition), Internet (global communication)
access, iMode, WAP, facsimile, electronic mail, etc. Further, the
present invention provides access for notification from Service
Providers 26 that new and existing subscriber accounts have been
activated or deactivated or changed. In this example, the service
providers and/or billing vendors for those service providers will
prepare a data feed for the provider of System 2. It is also
contemplated that data for Database 18 can be gathered via direct
mail campaigns, telemarketing activities in which individuals are
contacted by customer service representative and/or outbound text
or data messages through which subscribers are asked to provide
information regarding their wireless communication device
subscriptions.
[0210] As discussed above, a subscriber may be prompted to call the
service provider to update, create and/or delete his/her WAIN
listing in Database 18. Prompting may occur via media
advertisements (such as television, radio, newspaper, Internet
portals, etc.), e-mail, direct mail, SMS messages, etc., or inserts
and/or notifications accompanying the subscriber's bill. As shown
in FIG. 11, a subscriber's call can be answered and handled by a
carrier customer care representative using Carrier Customer Care
Representative terminal 28. In this case, the carrier is preferably
the Service Provider 26 corresponding to the subscriber's Wireless
Apparatus 6. It is also contemplated by this invention that the
subscriber may call the provider of System 2 so that the operator
associated with Database Specialist terminal 36 can enter the
subscriber's information. It is also contemplated by this invention
that a subscriber may call a VRU (Voice Response Unit)/ASR
(Advanced Speech Recognition) to update, create and/or delete
his/her Wireless Apparatus Identification Number (WAIN) listing in
Database 18. As shown in FIG. 11, a subscriber's call may be
answered and handled via a VRU/ASR, inserting the information into
the Internet Clean-up Database 34. The process by which the VRU/ASR
gathers the information is similar to the processes discussed
earlier (see discussion of FIG. 15).
[0211] As shown in FIG. 11, Carrier Customer Care Representative
terminal 28 does not directly update WAIN Listings Database 18.
Rather, Carrier Customer Care Representative terminal 28 updates
Carrier Clean-up Database 30. Access to Carrier Clean-up Database
30 from Carrier Customer Care Representative terminal 28 is
preferably via the carrier's own customer care system or Internet.
Carrier Clean-up Database 30 is synchronized with WAIN Listings
Database 18 by Synchronization Technology 32. Synchronization
Technology 32 is preferably comprised of one or more computing
devices that read the contents of Carrier Clean-up Database 30 and
update WAIN Listings Database 18. Synchronization Technology 32 may
be as simple as synchronization software built into the operating
software, to as complex as custom designed software that functions
via the Internet. It is also contemplated by this invention that
the Synchronization Technology 32 may be used to update the
carrier's database as well as Database 18.
[0212] Database 18 can also be updated or record creation and/or
record deletion initiated via Internet access. Internet access is
preferably supported by a web server coupled to the Internet from
which a subscriber can access the web server to create, view and
update his/her Wireless Apparatus Identification Number (WAIN)
record. Methods and apparatus arrangement for accessing the
Internet server and Internet Clean-up Database 34 are described in
detail in U.S. application Ser. No. 09/449,126, filed Nov. 24,
1999. Regardless of the particular method of access and the
particular device used by the subscriber to access the web site,
Internet Clean-up Database 34 stores the created, deleted or
updated WAIN listing such that Database 34 is synchronized with
WAIN Listings Database 18 via Synchronization Technology 32 in the
same manner as done with Carrier Clean-up Database 30.
[0213] WAIN Listings Database 18 can also be updated based on data
received by mail, facsimile, electronic mail, SMS, Voice
recognition, live chat, WAP, Instant messaging and/or iMode
messaging, etc. received from the subscriber. In those cases, a
database specialist using Database Specialist terminal 36 inputs
the subscriber data into Database Specialist Clean-up Database 38.
Database Specialist Clean-up Database 38 is synchronized with WAIN
Listings Database 18 via Synchronization Technology 32 in the same
manner as discussed above with respect to Carrier Clean-up Database
30 and Internet Clean-up Database 34. Database Specialist terminal
36 is preferably arranged to provide a graphical user interface
input method implemented using known software or known software
coding techniques, or via an Internet web browser such as NETSCAPE
Communicator or MICROSOFT Internet Explorer.
[0214] It is also contemplated that subscriber data can be received
directly from Service Providers 26 as they activate, deactivate and
change subscriber's wireless apparatus accounts. Update File 29
containing the activation, deactivation and modification data can
be sent or transmitted by any media (such as a DAT tape) or
protocol (such as FTP (File Transfer Protocol) or NDM (Network Data
Mover)) and then processed by Translation Function 33 directly into
Database Specialist Clean-up Database 38. In other words, Database
Specialist Clean-up Database 38 can be directly updated by Update
File 29 when Service Provider 26 provides the data in the same
format which is created by Database Specialist Terminal 36 during
the update process with Database Specialist Clean-up Database
38.
[0215] In the case where Update File 29 is received in a format
that cannot be used to directly update Database Specialist Clean-up
Database 38, Update File 29 is processed by a Translation Function
33 executing on Database Specialist Terminal 36 to scrub the data
and place it in a format compatible with Database Specialist
Clean-up Database 38. Of course, the translation function need not
execute on Database Specialist Terminal 36 and can instead be
implemented using any processor arrangement capable of translating
data from one format to another. One example of a data exchange
format is XML.
[0216] In the case where activation, deactivation or modification
data is provided by Service Provider 26 in Service Provider 26's
customer care database, then it is contemplated that Carrier
Clean-up Database 30 could either retrieve and/or receive specific
new, deleted and/or modified listings for inclusion in Database
18.
[0217] It is contemplated that activation, deactivation and
modification data received from Service Providers 26 may be missing
certain fields required for an accurate record within the Wireless
Apparatus Identification Number (WAIN) listing database. For
example, data received from Service Provider 26 may not include the
actual subscriber name. In this event, it would not be possible to
look up a listing based on the subscriber name. In these cases,
telemarketing, mailings, advertisements, sweepstakes, direct data
messages to the subscriber of Wireless Apparatus 6, etc. are used
to contact the subscribers in an effort to complete or correct the
data or to alert subscribers to contact the provider of System 2
(or their local service provider) to update their records. In
addition, it is contemplated that as Requester 4s, who are
subscribers of Wireless Apparatus 6 with listings that have missing
information or no information, call into System 2 they may be
prompted by a VRU (Voice Response Unit)/ASR (Advanced Speech
Recognition) to provide and/or update their listings.
[0218] It is also contemplated that a carrier customer care
representative can use Carrier Customer Care Representative
terminal 28 or that a database specialist can use Database
Specialist terminal 36 to update Internet Clean-up Database 34
instead of, or in addition to, Carrier Clean-up Database 30 and
Database Specialist Clean-up Database 38, respectively.
[0219] To increase the number of subscribers that clean up their
own entries, promotions and other incentives can be awarded to
those who take responsibility for updating their own entries. These
promotions can be directed at individuals, group subscribers (such
as corporations) or service providers. Promotions targeted at
individuals and groups can include hut are not limited to:
sweepstakes, free air time, free service bundles and free use of
custom closing prompts if they update his/her own listing. Similar
types of incentives can be directed at a group of subscribers such
as large corporations that maintain a large number of wireless
devices. Incentives directed towards service providers can include,
but are not limited to account wide discounts on the cost of System
2 if the service provider provides regular database updates.
[0220] In the area of smaller incentive and promotions for
individuals or corporations, free use of new services can be
offered to solicit database updates. These promotions can come in
the form of advertisements, closing prompt offers or other similar
methods. Additionally, periodically when Database 18 recognizes
that a particular entry for a subscriber is missing information or
has not been updated in a long time, for example one year, System 2
can be prompted to directly call and/or send a text/data message
(i.e. WAP, SMS, iMode, etc.) to Wireless Apparatus 6 asking the
subscriber to update his/her records. This call can not only be
prompted. by a specified time period but it can also be prompted
when errors with call completion, other services and/or listings
information are detected.
[0221] In addition to Wireless Apparatus Identification Number
(WAIN) listing Database 18, Carrier Cleanup Database 30, Internet
Clean up Database 34 and Database Specialist Clean up Database 38,
an additional Reward Database 75 is attached to WAIN Listing
Database 18. Reward Database 75 is used to track any promotional
rewards or any other rewards given to the subscriber when they
respond to advertisements or promotions that instruct them to
assist in cleaning up their record.
[0222] For example, when a subscriber responds to a promotion and
updates his or her record by one of the methods described above,
Reward Database 75 stores the information concerning the
promotional incentive. Based on the particular incentive, Reward
Database 75 encodes the free service into Database 18 by adding the
appropriate codes to Listing Table 52A of the subscriber's entry.
Where appropriate, information of applicable incentives can be sent
from Database 18 to the subscriber's carrier. Reward Database 75
then removes the code at the specified time when the promotion ends
or the promotion has been paid out. The promotions listed above are
intended only as examples of possible promotional and incentive
schemes and are not intended to limit the scope of the invention in
any way. Any promotion that is conveyed to any size subscriber that
is used to maintain and update Database 18 is within the
contemplation of the present invention
[0223] FIG. 12 is a diagram of a second embodiment in which WAIN
Listings Database 18 can be created and maintained. The primary
difference between the first embodiment shown in FIG. 11 and the
second embodiment shown in FIG. 12 is that the second. embodiment
replaces Carrier Clean-up Database 30, Internet Clean-up Database
34 and Database Specialist Clean-up Database 38 with Master
Clean-up Database 40. Master Clean-up Database 40 serves the
aggregate functions of Carrier Clean-up Database 30, Internet
Clean-up Database 34 and Database Specialist Clean-up Database 38
and is used as a common interface point for Carrier Customer Care
Terminal 28, Internet and/or data-related updates and Database
Specialist Terminal 36.
[0224] Master Clean-up Database 40 is synchronized with Wireless
Apparatus Identification Number (WAIN) Listings Database 18 via
Synchronization Technology 32. The use of a master clean-up
database simplifies the synchronization technology requirements by
requiring less synchronization and simplifies network connectivity,
hardware and software expenses and maintenance expenses resulting
from lesser requirements as compared with the first embodiment. It
is important to note that both approaches are likely to be used by
different carriers, based on their network and security
requirements.
[0225] FIG. 13 is a diagram of an additional example of the
components used to provide access to Internet Clean-up Database 34.
As shown in FIG. 13, access from the Internet or other
Communication Network 42 is accomplished via one or more Firewalls
45, one or more Web Servers 44 and one or more Application Servers
46. In this manner, subscribers and other users, for example
database specialists, carrier customer service representatives and
the like use Communication Network 42 to establish a communication
session using a web browser or other graphical user interface
technology capable of supporting a data communication session
between the subscriber's terminal and Web Server 44 via
Communication Network 42. Software and methods for facilitating
communication between a subscriber terminal and Web Server 44 are
known.
[0226] Web Server 44, Firewall 45 and Application Server 46 can
take the form of any known computer hardware equipped with random
access memory, read-only memory, a central processing unit, network
interface and appropriate storage devices. For example, personal
computer servers equipped with INTEL-based (or compatible
processors) or UNIX servers can be used. In general, Web Server 44,
Firewall 45 and Application Server 46 are sized to have capacities
corresponding to the anticipated demand placed thereon.
[0227] As shown in FIG. 13, Web Server 44 facilitates
communications with the subscribers using Communication Network 42
and serves, for example, web pages using the hypertext transfer
protocol (HTTP), preferably written in one or more of combination
of Active-X, JAVA and hypertext mark-up language (HTML).
[0228] The underlying application driving Web Server 44, for
example, the application which accesses Internet Clean-up Database
34 and provides Web Server 44 with various data and options to
present to the subscribers is performed by Application Server 46.
In other words, Application Server 46 stores and executes software
controlling the overall interaction between a subscriber and
Internet Clean-up Database 34 by instructing Web Server 44.
[0229] Web server 44 compiles HTML display screens to present to
the subscriber's terminal using predetermined display screen
arrangements and data provided by Application Server 46 and/or the
user. Of course, Web Server 44 can also send Active-X instructions,
JAVA applets and the like. Web server 44, Firewall 45, Application
Server 46 and Internet Clean-up Database 34 can communicate using
any networking technology.
[0230] Web server 44, Firewall 45, Application Server 46, their
arrangement and overall operating software are known to those of
ordinary skill in the art. However, the software needed to
implement the specific functions of the present invention as
described herein are aspects of the present invention which are not
known.
[0231] FIG. 14 shows an example of the components used to provide
access to Master Clean-up Database 40 in accordance with the
present invention, for example providing access to the arrangement
shown in FIG. 12. It should be noted that the physical arrangement
of Firewall 45, Web Server 44 and Application Server 46, in
addition to the software executing thereon is preferably the same
as that shown in FIG. 13. The most significant difference between
the arrangement shown in FIG. 14 and that shown in FIG. 13 is the
use of Master Clean-up Database 40 instead of Internet Clean-up
Database 34.
[0232] Although the present invention has been described in
relation to particular embodiments thereof, many other variations
and modifications and other uses will become apparent to those
skilled in the art. It is preferred, therefore, that the present
invention be limited not by the specific disclosure herein, but
only by the appended claims.
* * * * *