Improved method and apparatus for customer account servicing

Claim 2

For use with a customer account servicing system having a host, said host containing a plurality of customer account records and having an applications program which uses a predetermined instruction set and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automatic call placement and handling while still using said applications program, said predetermined instruction set, and said predetermined data format, characterized by: a plurality of operator terminals, each operator terminal of said plurality of operator terminals comprising a data terminal and an associated audio communications means, each said data terminal communicating with said host using said predetermined instruction set and said predetermined data format; trunk switching means responsive to switching control signals for connecting selected trunks of a plurality of telephone trunks to selected ones of a plurality of said audio communications means; trunk interface means responsive to interface control signals for performing selected functions on said telephone trunks and providing a status for said telephone trunks; and control means having at least one terminal interface port for communicating with a plurality of said data terminal, having a host interface port for communicating with said host using said predetermined instruction set and said predetermined data format, having a switching control port for providing said switching control signals to said trunk switching means, having a trunk interface control port for providing said interface control signals to said trunk interface means and receiving said status for said telephone trunks from said trunk interface means, said control means obtaining a predetermined number of said customer account records from said host using said predetermined instruction set and said predetermined data format and, for at least one record, extracting a customer telephone number, causing said trunk interface means to place an outgoing call by dialing said customer telephone number of a selected trunk of said telephone trunks, responding to said trunk interface means providing an indication that said outgoing call has been answered by causing said trunk switching means to connect said selected trunk for said outgoing call which has been answered to a said audio communications means of an available operator, and causing said host to send at least a portion of said record to said data terminal of said available operator.

Claim 3

The apparatus of Claim 1 wherein said control means causes said host to send said portion of said record to said data terminal of said available operator by sending a record identification key for said record to said data terminal and said data terminal requests said record from said host.

Claim 4

The apparatus of Claim 1 wherein said control means causes said host to send said portion of said record to said data terminal of said available operator by sending to said host a command identical to that which said data terminal would send to said host to obtain said record.

Claim 5

The apparatus of Claim 1 wherein said trunk interface means is characterized by: first means responsive to said interface control signals for seizing said selected trunk of said plurality of telephone trunks; second means responsive to said interface control signals for placing said outgoing call by placing dialing signals on said selected trunk; and call progress monitoring means for monitoring said selected trunk and providing said indication that said outgoing call has been answered.

Claim 6

The apparatus of Claim 1 further characterized by: message player means for placing a first predetermined message on said selected trunk for prompting a called party to provide a response; decoder means responsive to signals placed upon said selected trunk by said called party for providing a decoded response; wherein said control means is responsive to said trunk interface means indicating that said outgoing call has been answered for causing said message player means to place said first predetermined message on said selected trunk, and responsive to said decoded response for determining whether assistance from an operator is required; wherein, if said assistance is required, said control means causes said trunk switching means to connect said selected trunk to said audio communications means of said available operator and provides at least a predetermined portion of said customer account record to said data terminal of said available operator, and said data terminal provides data entries made at said data terminal by said operator to said host using said predetermined instruction set and said predetermined data format, and said host updates said record by incorporating said data entries into said record; and if said assistance is not required, said control means provides said decoded response as data entries to said host using said predetermined instruction set and said predetermined data format, said host updates said customer account record by incorporating said data entries into said record, and said control means causes said message player means to place a next predetermined message on said selected trunk.

Claim 7

The apparatus of Claim 5 wherein said next predetermined message prompts said called party to provide another response.

Claim 8

The apparatus of Claim 5 wherein at least one said message prompts said called party to provide said response using a telephone keypad, and said decoder means comprises a tone decoder.

Claim 9

The apparatus of Claim 5 wherein at least one said message prompts said called party to provide said response using voice words, and said decoder means comprises a voice decoder.

Claim 10

The apparatus of Claim 8 wherein at least one said message prompts said called party to provide a response using a predetermined group of voice words.

Claim 11

For use with a customer account servicing system having a host, said host containing a plurality of customer account records, said host having an applications program which uses a predetermined instruction set and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automated incoming call handling while still using said applications program, said predetermined instruction set, and said predetermined data format, characterized by: a plurality of operator terminals, each operator terminal of said plurality of operator terminals comprising a data terminal and an associated audio communications means, each said data terminal communicating with said host using said predetermined instruction set and said predetermined data format; trunk switching means responsive to switching control signals for connecting selected trunks of a plurality of telephone trunks to selected ones of said audio communications means; incoming call detection means for providing a ring detect signal when an incoming call occurs on a telephone trunk of said plurality of telephone trunks; automatic number identification (ANI) decoder means responsive to predetermined signals on said telephone trunk which has said incoming call for providing a calling party telephone number; and control means having at least one terminal interface port for communicating with a plurality of said data terminal, having a host interface port for communicating with said host using said predetermined instruction set and said predetermined data format, and having a switching control port for providing said switching control signals to said trunk switching means, said control means responding to said ring detect signal by causing said trunk switching means to connect said telephone trunk which has said incoming call to said audio communications means for an available operator and responding to said calling party telephone number by causing said host to provide to said data terminal for said available operator at least a portion of a customer account record which has a customer telephone number corresponding to said calling party telephone number.

Claim 12

For use with a customer account servicing system having a host, said host containing a plurality of customer account records, said host having an applications program which uses a predetermined instruction set and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automated incoming call handling while still using said applications program, said predetermined instruction set, and said predetermined data format, characterized by: a plurality of operator terminals, each operator terminal of said plurality of operator terminals comprising a data terminal and an associated audio communications means, each said data terminal communicating with said host using said predetermined instruction set and said predetermined data format; trunk switching means responsive to switching control signals for connecting selected trunks of a plurality of telephone trunks to selected ones of said audio communications means; incoming call detection means for providing a ring detect signal when an incoming call occurs on a telephone trunk of said plurality of telephone trunks; automatic number identification (ANI) decoder means responsive to predetermined signals on said telephone trunk which has said incoming call for providing a calling party telephone number; and control means having at least one terminal interface port for communicating with a plurality of said data terminal, having a host interface port for communicating with said host using said predetermined instruction set and said predetermined data format, and having a switching control port for providing said switching control signals to said trunk switching means, said control means responding to said ring detect signal by causing said trunk switching means to connect said telephone trunk which has said incoming call to said audio communications means for an available operator and responding to said calling party telephone number by causing said host to provide to said data terminal for said available operator at least a portion of a customer account record which has a customer telephone number corresponding to said calling party telephone number.

Claim 13

For use with a customer account servicing system having a host, said host containing a plurality of customer account records, said host having an applications program which uses a predetermined instruction set and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automated incoming call handling while still using said applications program, said predetermined instruction set, and said predetermined data format, characterized by: a plurality of operator terminals, each operator terminal of said plurality of operator terminals comprising a data terminal and an associated audio communications means, each said data terminal communicating with said host using said predetermined instruction set and said predetermined data format; trunk switching means responsive to switching control signals for connecting selected trunks of a plurality of telephone trunks to selected ones of said audio communications means; incoming call detection means for providing a ring detect signal when an incoming call occurs on a said telephone trunk; message player means for placing a first predetermined message on said telephone trunk which has said incoming call for prompting a calling party to provide a response; decoder means responsive to signals placed on said telephone trunk by said calling party for providing a decoded response; and control means having at least one terminal interface port for communicating with a plurality of said data terminal, having a host interface port for communicating with said host using said predetermined instruction set and said predetermined data format, having a switching control port for providing said switching control signals to said trunk switching means, said control means responding to said ring detect signal by causing said message player means to place said first predetermined message on said telephone trunk which has said incoming call and responding to said decoded response by determining whether assistance from an operator is required; wherein, if said assistance is required, said control means causes said trunk switching means to connect said telephone trunk which has said incoming call to said audio communications means of an available operator, said data terminal provides data entries made at said data terminal by said operator to said host, and said host updates a customer account record for said calling party by incorporating said data entries into said customer account record; and if said assistance is not required said control means provides said decoded response as data entries to said host, said host updates said customer account record by incorporating said data entries into said customer account record, and said control means causes said message player means to place a next predetermined message on said telephone trunk.

Claim 14

For use with a customer account servicing system having a host, said host containing a plurality of customer account records, said host having an applications program which uses a predetermined instruction set and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automated incoming call handling while still using said applications program, said predetermined instruction set, and said predetermined data format, characterized by: a plurality of operator terminals, each operator terminal of said plurality of operator terminals comprising a data terminal and an associated audio communications means, each said data terminal communicating with said host using said predetermined instruction set and said predetermined data format; trunk switching means responsive to switching control signals for connecting selected trunks of a plurality of telephone trunks to selected ones of said audio communications means; incoming call detection means for providing a ring detect signal when an incoming call occurs on a said telephone trunk; message player means for placing a first predetermined message on said telephone trunk which has said incoming call for prompting a calling party to provide a response; decoder means responsive to signals placed on said telephone trunk by said calling party for providing a decoded response; and control means having at least one terminal interface port for communicating with a plurality of said data terminal, having a host interface port for communicating with said host using said predetermined instruction set and said predetermined data format, having a switching control port for providing said switching control signals to said trunk switching means, said control means responding to said ring detect signal by causing said message player means to place said first predetermined message on said telephone trunk which has said incoming call and responding to said decoded response by determining whether assistance from an operator is required; wherein, if said assistance is required, said control means causes said trunk switching means to connect said telephone trunk which has said incoming call to said audio communications means of an available operator, said data terminal provides data entries made at said data terminal by said operator to said host, and said host updates a customer account record for said calling party by incorporating said data entries into said customer account record; and if said assistance is not required said control means provides said decoded response as data entries to said host, said host updates said customer account record by incorporating said data entries into said customer account record, and said control means causes said message player means to place a next predetermined message on said telephone trunk.

Claim 15

For use with a customer account servicing system having a host and a plurality of operator terminals, said host containing a plurality of customer account records, each operator terminal of said operator terminals comprising a data terminal and a corresponding audio communications means, said host using a predetermined applications program and communicating with a plurality of said data terminal using a predetermined instruction set and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automated call placement and handling while still using said predetermined applications program, said predetermined instruction set and said predetermined data format, characterized by: trunk switching means responsive to switching control signals for connecting selected ones of a plurality of telephone trunks to selected ones of a plurality of said audio communcations means; trunk interface means responsive to interface control signals for performing selected functions on said telephone trunks and providing a status for said telephone trunks; and control means having a host interface port for communicating with said host using said predetermined instruction set and said predetermined data format, at least one terminal interface port connected to said plurality of said data terminal, a switching control port for providing said switching control signals, and a trunk interface control port for providing said interface control signals, said control means obtaining a predetermined number of said customer account records from said host using said predetermined instruction set and said predetermined data format and, for at least one record, extracting a customer telephone number, causing said trunk interface means to place an outgoing call by dialing said customer telephone number on a selected trunk of said telephone trunks, responding to said trunk interface means providing an indication that said outgoing call has been answered by causing said trunk switching means to connect said selected trunk for said outgoing call which has been answered to a said audio communications means of an available operator, and causing said host to send at least a portion of said record to said data terminal of said available operator.

Claim 16

For use with a customer account servicing system having a host and a plurality of operator terminals, said host containing a plurality of customer account records, each operator terminal of said operator terminals comprising a data terminal and a corresponding audio communications means, said host using a predetermined applications program and communicating with a plurality of said data terminal using a predetermined instruction set and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automated call placement and handling while still using said predetermined applications program, said predetermined instruction set and said predetermined data format, characterized by: trunk switching means responsive to switching control signals for connecting selected ones of a plurality of telephone trunks to selected ones of a plurality of said audio communcations means; trunk interface means responsive to interface control signals for performing selected functions on said telephone trunks and providing a status for said telephone trunks; and control means having a host interface port for communicating with said host using said predetermined instruction set and said predetermined data format, at least one terminal interface port connected to said plurality of said data terminal, a switching control port for providing said switching control signals, and a trunk interface control port for providing said interface control signals, said control means obtaining a predetermined number of said customer account records from said host using said predetermined instruction set and said predetermined data format and, for at least one record, extracting a customer telephone number, causing said trunk interface means to place an outgoing call by dialing said customer telephone number on a selected trunk of said telephone trunks, responding to said trunk interface means providing an indication that said outgoing call has been answered by causing said trunk switching means to connect said selected trunk for said outgoing call which has been answered to a said audio communications means of an available operator, and causing said host to send at least a portion of said record to said data terminal of said available operator.

Claim 17

For use with a customer account servicing system having a host and a plurality of operator terminals, said host containing a plurality of customer account records, each operator terminal of said operator terminals comprising a data terminal and a corresponding audio communications means, said host using a predetermined applications program and communicating with a plurality of said data terminal using a predetermined instruction set and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automated incoming call handling while still using said predetermined applications program, said predetermined instruction set and said predetermined data format, characterized by: trunk switching means responsive to switching control signals for connecting selected ones of a plurality of telephone trunks to selected ones of said audio communications means; incoming call detection means for providing a ring detect signal when an incoming call occurs on a said telephone trunk; and automatic number identification (ANI) decoder means responsive to predetermined signals on said telephone trunk which has said incoming call for providing a calling party telephone number; control means having a host interface port for communicating with said host using said predetermined instruction set and said predetermined data format, at least one terminal interface port connected to said plurality of said data terminal, and a switching control port for providing said switching control signals, said control means responding to said ring detect signal by causing said trunk switching means to connect said telephone trunk which has said incoming call to said audio communications means for an available operator, and responding to said calling party telephone number by using said predetermined instruction set and said predetermined data format to cause said host to provide to said data terminal for said available operator at least a portion of a customer account record which has a customer telephone number corresponding to said calling party telephone number.

Claim 18

For use with a customer account servicing system having a host and a plurality of operator terminals, said host containing a plurality of customer account records, each operator terminal of said operator terminals comprising a data terminal and a corresponding audio communications means, said host using a predetermined applications program and communicating with a plurality of said data terminal using a predetermined instruction set and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automated incoming call handling while still using said predetermined applications program, said predetermined instruction set and said predetermined data format, characterized by: trunk switching means responsive to switching control signals for connecting selected ones of a plurality of telephone trunks to selected ones of said audio communications means; incoming call detection means for providing a ring detect signal when an incoming call occurs on a said telephone trunk; and automatic number identification (ANI) decoder means responsive to predetermined signals on said telephone trunk which has said incoming call for providing a calling party telephone number; control means having a host interface port for communicating with said host using said predetermined instruction set and said predetermined data format, at least one terminal interface port connected to said plurality of said data terminal, and a switching control port for providing said switching control signals, said control means responding to said ring detect signal by causing said trunk switching means to connect said telephone trunk which has said incoming call to said audio communications means for an available operator, and responding to said calling party telephone number by using said predetermined instruction set and said predetermined data format to cause said host to provide to said data terminal for said available operator at least a portion of a customer account record which has a customer telephone number corresponding to said calling party telephone number.

Claim 19

For use with a customer account servicing system having a host and a plurality of operator terminals, said host containing a plurality of customer account records, each operator terminal of said operator terminals comprising a data terminal and a corresponding audio communications means, said host using a predetermined applications program and communicating with a plurality of said data terminal using a predetermined instruction set and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automated incoming call handling while still using said predetermined applications program, said predetermined instruction set and said predetermined data format, characterized by: trunk switching means responsive to switching control signals for connecting selected ones of a plurality of telephone trunks to selected ones of said audio communications means; incoming call detection means for providing a ring detect signal when an incoming call occurs on a said telephone trunk; message player means for placing a first predetermined message on said telephone trunk which has said incoming call for prompting a calling party to provide a response; decoder means responsive to signals placed on said telephone trunk by said calling party for providing a decoded response; and control means having a host interface port for communicating with said host using said predetermined instruction set and said predetermined data format, at least one terminal interface port connected to said plurality of said data terminal, a switching control port, and a trunk interface control port for providing said switching control signals, said control means responding to said ring detect signal by causing said message player means to place said first predetermined message on said telephone trunk which has said incoming call and responding to said decoded response by determining whether assistance from an operator is required; wherein, if said assistance is required, said control means causes said trunk switching means to connect said telephone trunk which has said incoming call to said audio communications means of an available operator, said data terminal provides data entries made at said data terminal by said operator to said host, and said host updates said customer account record of said calling party by incorporating said data entries into said customer account record; and if said assistance is not required, said control means provides said decoded response as data entries to said host using said predetermined instruction set and said predetermined data format, said host updates said customer account record by incorporating said data entries into said customer account record, and said control means causes said message player means to place a next predetermined message on said telephone trunk.

Claim 20

For use with a customer account servicing system having a host and a plurality of operator terminals, said host containing a plurality of customer account records, each operator terminal of said operator terminals comprising a data terminal and a corresponding audio communications means, said host using a predetermined applications program and communicating with a plurality of said data terminal using a predetermined instruction set and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automated incoming call handling while still using said predetermined applications program, said predetermined instruction set and said predetermined data format, characterized by: trunk switching means responsive to switching control signals for connecting selected ones of a plurality of telephone trunks to selected ones of said audio communications means; incoming call detection means for providing a ring detect signal when an incoming call occurs on a said telephone trunk; message player means for placing a first predetermined message on said telephone trunk which has said incoming call for prompting a calling party to provide a response; decoder means responsive to signals placed on said telephone trunk by said calling party for providing a decoded response; and control means having a host interface port for communicating with said host using said predetermined instruction set and said predetermined data format, at least one terminal interface port connected to said plurality of said data terminal, a switching control port, and a trunk interface control port for providing said switching control signals, said control means responding to said ring detect signal by causing said message player means to place said first predetermined message on said telephone trunk which has said incoming call and responding to said decoded response by determining whether assistance from an operator is required; wherein, if said assistance is required, said control means causes said trunk switching means to connect said telephone trunk which has said incoming call to said audio communications means of an available operator, said data terminal provides data entries made at said data terminal by said operator to said host, and said host updates said customer account record of said calling party by incorporating said data entries into said customer account record; and if said assistance is not required, said control means provides said decoded response as data entries to said host using said predetermined instruction set and said predetermined data format, said host updates said customer account record by incorporating said data entries into said customer account record, and said control means causes said message player means to place a next predetermined message on said telephone trunk.

Claim 21

For use with a customer account servicing system having a host and a plurality of operator terminals, said host containing a plurality of customer account records, each operator terminal of said operator terminals comprising a data terminal and corresponding audio communications means, said host using a predetermined applications program and communicating with a plurality of said data terminal using a predetermined instruction set and a predetermined data format, a method for upgrading said customer account servicing system to provide for automated call placement and handling while still using said predetermined applications program, said predetermined instruction set and said predetermined data format, characterized by the steps of: (a) obtaining at least a first portion of a customer account record from said host using said predetermined instruction set and said predetermined data format; (b) extracting a customer telephone number from said first portion of said customer account record; (c) seizing a selected trunk of a plurality of telephone trunks; (d) placing an outgoing call by causing said customer telephone number to be placed on said selected trunk; (e) monitoring said selected trunk to determine if said outgoing call has been answered; (f) if said outgoing call has been answered then: (i) placing a message on said selected trunk; (ii) monitoring said selected trunk for a response to said message; (iii) determining whether said response to said message indicates operator assistance is required; (iv) if said operator assistance is required then: (A) connecting said selected trunk to an audio communications means of an available operator; (B) sending at least a second portion of said customer account record to a data terminal of said available operator; (C) providing data entries made at said data terminal to said host; or (v) if said operator assistance is not required then providing said response to said host; or (g) if said outgoing call has not been answered then releasing said selected trunk.

Claim 22

For use with a customer account servicing system having a host and a plurality of operator terminals, said host containing a plurality of customer account records, each operator terminal of said operator terminals comprising a data terminal and corresponding audio communications means, said host using a predetermined applications program and communicating with a plurality of said data terminal using a predetermined instruction set and a predetermined data format, a method for upgrading said customer account servicing system to provide for automated call placement and handling while still using said predetermined applications program, said predetermined instruction set and said predetermined data format, characterized by the steps of: (a) obtaining at least a first portion of a customer account record from said host using said predetermined instruction set and said predetermined data format; (b) extracting a customer telephone number from said first portion of said customer account record; (c) seizing a selected trunk of a plurality of telephone trunks; (d) placing an outgoing call by causing said customer telephone number to be placed on said selected trunk; (e) monitoring said selected trunk to determine if said outgoing call has been answered; (f) if said outgoing call has been answered then: (i) placing a message on said selected trunk; (ii) monitoring said selected trunk for a response to said message; (iii) determining whether said response to said message indicates operator assistance is required; (iv) if said operator assistance is required then: (A) connecting said selected trunk to an audio communications means of an available operator; (B) sending at least a second portion of said customer account record to a data terminal of said available operator; (C) providing data entries made at said data terminal to said host; or (v) if said operator assistance is not required then providing said response to said host; or (g) if said outgoing call has not been answered then releasing said selected trunk.

Claim 23

For use with a customer account servicing system having a host and a plurality of operator terminals, said host containing a plurality of customer account records, each operator terminal of said operator terminals having an audio communications means and a data terminal, said host using a predetermined applications program and communicating with each said data terminal using a predetermined set of instructions and a predetermined data format, said host and a plurality of said data terminal being connected to a ring network and representing nodes on said ring network, an apparatus for upgrading said existing customer account servicing system to provide for automated call placement and handling while still using said predetermined applications program, said predetermined instruction set and said predetermined data format, characterized by: trunk switching means responsive to switching control signals for connecting selected ones of a plurality of telelphone trunks to selected ones of a plurality of said audio communications means; trunk interface means responsive to interface control signals for performing selected operations on said telephone trunks; and control means having a host port connected to said host, a ring port connected to said ring network and representing one node on said ring network, a switching control port for providing said switching control signals, and an interface control port for providing said interface control signals, said control means communicating with said host using said predetermined set of instructions and said predetermined data format, said control means obtaining at least a first portion of each record of a plurality of said customer account records from said host using said predetermined set of instructions and said predetermined data format and, for each record of said plurality of customer account records, extracting a customer telephone number from said first portion, causing said trunk interface means to place an outgoing call by dialing said customer telephone number on an available telephone trunk of said plurality of telephone trunks, is responding to said trunk interface means providing an indication that said outgoing call has been answered by causing said trunk switching means to connect said telephone trunk for said outgoing call which has been answered to an audio communications means of an available operator, requesting, using said predetermined set of instructions and said predetermined data format, said host to send at least a second portion of said record and transferring, over said ring network, using said predetermined set of instructions and said predetermined data format, at least said second portion of said record to said data terminal of said available operator.

Claim 24

For use with a customer account servicing system having a host and a plurality of operator terminals, said host containing a plurality of customer account records, each operator terminal of said operator terminals having an audio communications means and a data terminal, said host using a predetermined applications program and communicating with each said data terminal using a predetermined set of instructions and a predetermined data format, said host and a plurality of said data terminal being connected to a ring network and representing nodes on said ring network, an apparatus for upgrading said existing customer account servicing system to provide for automated call placement and handling while still using said predetermined applications program, said predetermined instruction set and said predetermined data format, characterized by: trunk switching means responsive to switching control signals for connecting selected ones of a plurality of telelphone trunks to selected ones of a plurality of said audio communications means; trunk interface means responsive to interface control signals for performing selected operations on said telephone trunks; and control means having a host port connected to said host, a ring port connected to said ring network and representing one node on said ring network, a switching control port for providing said switching control signals, and an interface control port for providing said interface control signals, said control means communicating with said host using said predetermined set of instructions and said predetermined data format, said control means obtaining at least a first portion of each record of a plurality of said customer account records from said host using said predetermined set of instructions and said predetermined data format and, for each record of said plurality of customer account records, extracting a customer telephone number from said first portion, causing said trunk interface means to place an outgoing call by dialing said customer telephone number on an available telephone trunk of said plurality of telephone trunks, is responding to said trunk interface means providing an indication that said outgoing call has been answered by causing said trunk switching means to connect said telephone trunk for said outgoing call which has been answered to an audio communications means of an available operator, requesting, using said predetermined set of instructions and said predetermined data format, said host to send at least a second portion of said record and transferring, over said ring network, using said predetermined set of instructions and said predetermined data format, at least said second portion of said record to said data terminal of said available operator.

Claim 25

For use with a customer account servicing system having a host and a plurality of operator terminals, said host containing a plurality of customer account records, each operator terminal of said operator terminals having an audio communications means and a data terminal, said host using a predetermined applications program and communicating with each said data terminal using a predetermined set of instructions and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automated call placement and handling while still using said predetermined applications program, said predetermined instruction set and said predetermined data format, characterized by: trunk switching means responsive to switching control signals for connecting selected ones of a plurality of telephone trunks to selected ones of a plurality of said audio communications means; trunk interface means responsive to interface control signals for performing selected operations on said telephone trunks; control means connected to said host and a plurality of said data terminal in a predetermined configuration and communicating with said host and said plurality of said data terminal using said predetermined set of instructions and said predetermined data format, and having a switching control port for providing said switching control signals and an interface control port for providing said interface control signals, said control means obtaining at least a first portion of at least one said customer account record from said host using said predetermined set of instructions and said predetermined data format and, for each said record, extracting a customer telephone number from said first portion, causing said trunk interface means to place an outgoing call by dialing customer telephone number on an available telephone trunk of said plurality of telephone trunks, responding to said trunk interface means providing an indication that said outgoing call has been answered by causing said trunk switching means to connect said telephone trunk which has been answered to said audio communications means of an available operator and, using said predetermined set of instructions and said predetermined data format, causing said host to send at least a second portion of said record to said data terminal of said available operator.

Claim 26

For use with a customer account servicing system having a host and a plurality of operator terminals, said host containing a plurality of customer account records, each operator terminal of said operator terminals having an audio communications means and a data terminal, said host using a predetermined applications program and communicating with each said data terminal using a predetermined set of instructions and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automated call placement and handling while still using said predetermined applications program, said predetermined instruction set and said predetermined data format, characterized by: trunk switching means responsive to switching control signals for connecting selected ones of a plurality of telephone trunks to selected ones of a plurality of said audio communications means; trunk interface means responsive to interface control signals for performing selected operations on said telephone trunks; control means connected to said host and a plurality of said data terminal in a predetermined configuration and communicating with said host and said plurality of said data terminal using said predetermined set of instructions and said predetermined data format, and having a switching control port for providing said switching control signals and an interface control port for providing said interface control signals, said control means obtaining at least a first portion of at least one said customer account record from said host using said predetermined set of instructions and said predetermined data format and, for each said record, extracting a customer telephone number from said first portion, causing said trunk interface means to place an outgoing call by dialing customer telephone number on an available telephone trunk of said plurality of telephone trunks, responding to said trunk interface means providing an indication that said outgoing call has been answered by causing said trunk switching means to connect said telephone trunk which has been answered to said audio communications means of an available operator and, using said predetermined set of instructions and said predetermined data format, causing said host to send at least a second portion of said record to said data terminal of said available operator.