US5181237A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Automation of telephone operator assistance calls
Assignee: Nokia Bell Labs
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Filing: 1991-03-27
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Granted: 1993-01-19
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Expires: 2011-03-27
Abstract
Abstract This invention relates to methods and apparatus for automatically processing operator assistance calls. A caller is connected to an automated operator position. The automated position has speech recognition facilities to replace those of an operator, has announcement capabilities to replace those of an operator, and has control apparatus for transmitting and receiving the same set of messages transmitted and received by an operator position. Advantageously, the operator assistance switch has the same interface to an automated position as to an operator position and interacts with the two identically. Since the capabilities of the automated position are limited by its program, the automated position switches a call to an automated position when a situation occurs for which it has not been programmed. Advantageously, a switch need not be specially programmed to communicate with an automated position. Advantageously, new operator assistance services can be provided automatically without rewriting the complex control software of the switch. The invention further relates to the use of automated operator positions for providing spontaneous voice message service wherein a caller converts a call to a message call if the called party does not answer or is busy, and to a method of recognizing a voice specified destination and establishing a call to that destination.
Inventors
- 👤 Douglas C. Dowden
- 👤 Richard W. Hemmeter
- 👤 Diane E. Herr
- 👤 William K. McCormick
- 👤 Robert Petrelli
- 👤 Richard J. Piereth
- 👤 Samuel M. Salchenberger
- 👤 Chander S. Sehgal
- 👤 Mahendra K. Verma
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-25 06:53
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/44; H04M3/50; H04M3/51; H04M3/5166; H04M3/527; H04M3/53; H04M3/533; H04Q; H04Q11/00; H04Q11/04; H04Q11/0428; H04M15/00; H04M2201/00; H04M2201/40
Claims Analysis
Total Claims: 13
Claim 1
Independent Claim
123 words
In a switching system for connection to an attended operator position, a method of establishing a call comprising the steps of: responsive to receiving a number for identifying a calling customer, establishing a connection from said switching system to means for recognizing spoken commands for the identified calling customer; recognizing a spoken command from said calling customer for identifying a number of a called customer corresponding to said spoken command of said calling customer, said spoken command being individual to said calling customer; and establishing a call to a telephone station identified by said identified number; wherein said means for recognizing spoken commands communicate with said switching system by data messages essentially identical to data messages for communicating with said attended operator position.
Claim 2
Dependent Claim
123 words
In a switching system for connection to an attended operator position, a method of establishing a call comprising the steps of: responsive to receiving a number for identifying a calling customer, establishing a connection from said switching system to means for recognizing spoken commands for the identified calling customer; recognizing a spoken command from said calling customer for identifying a number of a called customer corresponding to said spoken command of said calling customer, said spoken command being individual to said calling customer; and establishing a call to a telephone station identified by said identified number; wherein said means for recognizing spoken commands communicate with said switching system by data messages essentially identical to data messages for communicating with said attended operator position.
Claim 3
Dependent Claim
42 words
The method of claim 1 further comprising the steps of: prior to said establishing a connection, recording spoken commands and corresponding telephone numbers for said customer, for subsequent use in said recognizing step, in response to receiving another call from said customer.
Claim 4
Dependent Claim
29 words
The method of claim 2 wherein establishment of said another call comprises receiving a number for identifying said calling customer and a personal identification number for authenticating said call.
Claim 5
Dependent Claim
21 words
The method of claim 2 wherein said recording comprises receiving telephone numbers as a series of dual tone multifrequency (DTMF) signals.
Claim 6
Dependent Claim
33 words
The method of claim 1 wherein said number for identifying a calling customer is dialed into a first switching system for subsequent transmission to a second switching system comprising said means for recognizing.
Claim 7
Dependent Claim
21 words
The method of claim 1 when said means for recognizing spoken commands comprise speaker dependent means for recognizing said spoken commands.
Claim 8
Independent Claim
181 words
A method of establishing a call comprising the steps of: responsive to receiving a number for identifying a calling customer, establishing a connection to means for recognizing spoken commands for the identified calling customer; recognizing a spoken command from said calling customer for identifying a number of a called customer corresponding to said spoken command of said calling customer, said spoken command being individual to said calling customer; and establishing a call to a telephone station identified by said identified number; wherein the step of establishing a connection is executed in a switching system having a switching network with a plurality of ports for connection to an operator position and control means for controlling said network and wherein the step of establishing a connection comprises the step of establishing a connection to automated operator position means for recognizing said spoken commands and wherein the step of establishing a call comprises transmitting a message from said automated operator position means to said control means, said message being essentially the same as a message from an attended operator position, for establishing said call.
Claim 9
Independent Claim
181 words
A method of establishing a call comprising the steps of: responsive to receiving a number for identifying a calling customer, establishing a connection to means for recognizing spoken commands for the identified calling customer; recognizing a spoken command from said calling customer for identifying a number of a called customer corresponding to said spoken command of said calling customer, said spoken command being individual to said calling customer; and establishing a call to a telephone station identified by said identified number; wherein the step of establishing a connection is executed in a switching system having a switching network with a plurality of ports for connection to an operator position and control means for controlling said network and wherein the step of establishing a connection comprises the step of establishing a connection to automated operator position means for recognizing said spoken commands and wherein the step of establishing a call comprises transmitting a message from said automated operator position means to said control means, said message being essentially the same as a message from an attended operator position, for establishing said call.
Claim 10
Dependent Claim
42 words
The method of claim 7 further comprising the steps of: prior to said establishing a connection, recording spoken commands and corresponding telephone numbers for said customer, for subsequent use in said recognizing step, in response to receiving another call from said customer.
Claim 11
Dependent Claim
29 words
The method of claim 8 wherein establishment of said another call comprises receiving a number for identifying said calling customer and a personal identification number for authenticating said call.
Claim 12
Dependent Claim
21 words
The method of claim 8 wherein said recording comprises receiving telephone numbers as a series of dual tone multifrequency (DTMF) signals.
Claim 13
Dependent Claim
33 words
The method of claim 7 wherein said number for identifying a calling customer is dialed into a first switching system for subsequent transmission to a second switching system comprising said means for recognizing.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 1996-01-19 | 1996-07-20 | 1997-01-19 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2000-01-19 | 2000-07-20 | 2001-01-19 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2004-01-19 | 2004-07-20 | 2005-01-19 | $7700.00 | Window Closed / Lapsed |