US5703935A — Automated telephone operator services

Claim 1

Independent Claim 225 words

A system for automatically processing telephone calls sought to be placed by a caller from a telephone under caller selectable alternative billing options, comprising: (a) automatic response means for receiving from a network telephone calls for which alternative billing are sought, for processing said calls in accordance with the caller selectable alternative billing options, and for releasing the calls back to the network after processing for call completion, said automatic response means being operative to allow the caller to select from said alternative billing options and to process a selected option and said automatic response means including (i) a voice response portion for accepting call-related inputs and for providing responses thereto, and (ii) a call processing portion interactive with the voice response portion for controlling progression of call processing; (b) call control means interconnected to the automatic response means for receiving calls from the network whereby each call includes call parameters indicative of a call type, said call control means further examining the call parameters before directing at least one type of calls to said automatic response means; and (c) database means accessible by the automatic response means for each call processed by said call control means to provide data to said call control means specifying processing features for each alternative billing option, such features being defined for such call by the call parameters therefor.

Claim 2

Independent Claim 225 words

A system for automatically processing telephone calls sought to be placed by a caller from a telephone under caller selectable alternative billing options, comprising: (a) automatic response means for receiving from a network telephone calls for which alternative billing are sought, for processing said calls in accordance with the caller selectable alternative billing options, and for releasing the calls back to the network after processing for call completion, said automatic response means being operative to allow the caller to select from said alternative billing options and to process a selected option and said automatic response means including (i) a voice response portion for accepting call-related inputs and for providing responses thereto, and (ii) a call processing portion interactive with the voice response portion for controlling progression of call processing; (b) call control means interconnected to the automatic response means for receiving calls from the network whereby each call includes call parameters indicative of a call type, said call control means further examining the call parameters before directing at least one type of calls to said automatic response means; and (c) database means accessible by the automatic response means for each call processed by said call control means to provide data to said call control means specifying processing features for each alternative billing option, such features being defined for such call by the call parameters therefor.

Claim 3

Dependent Claim 47 words

The system of claim 1 wherein the call parameters for each call for which alternative billing is sought include parameter dam indicative of a subscriber who subscribes services provided by said system, and the features specified by the database means include customization features preselected by the subscriber.

Claim 4

Dependent Claim 43 words

The system of claim 2 wherein the call control means includes an automatic call distributor (ACD) interfaced to an applications processor adapted to receive the call parameters via the ACD and to cause the ACD to direct calls to said automatic response means.

Claim 5

Dependent Claim 36 words

The system of claim 2 or 3 wherein the alternative billing option is selected by the caller from a group consisting of collect call billing, billing to a third party, and billing to a credit card.

Claim 6

Dependent Claim 42 words

The system of claim 4 wherein the subscriber customization features are selected from a group consisting of (i) playing music to a caller during interludes in call processing, (ii) customized greetings, and (iii) a spoken language for vocalized portions of call processing.

Claim 7

Dependent Claim 40 words

The system of claim 5 wherein the call control means is connected to the automatic response means by a first local area network and the database means is accessible to the automatic response means by a second local area network.

Claim 8

Dependent Claim 50 words

The system of claim 6 wherein said automatic response means presents the caller with a menu of the caller selectable alternative billing options and to accept DTMF signal inputs as indicative of selections therefrom by the caller and as indicative of at least information by the caller for call processing.

Claim 9

Dependent Claim 65 words

The system of claim 6 wherein said automatic response means presents the caller with a menu of the caller selectable alternative billing options and the system further includes voice recognition means adapted to recognize and accept vocal inputs from the caller as indicative of selections from the menu by the caller and as indicative of at least input information by the caller for call processing.

Claim 10

Independent Claim 202 words

A method providing callers with customized automated telephone operator services for selected types of telephone calls, comprising the steps of: (a) directing a call for which operator services are sought by a caller through a telephone network to an automated operator center from which such services are provided, said call including call parameters which define a call type for the call; (b) at said automated operator center, examining the call parameters for the call and determining therefrom whether automated telephone operator services are to be provided for the call; (c) directing the call to an automated response unit if it is determined that automated telephone operator services are to be provided for the call; (d) providing the caller with a menu of automated services for which the caller has the option of selecting at least one service for use; (e) further examining the call parameters and determining therefrom which features, if any, of a plurality of call processing features will be used for automated processing of said call, said determined features being preselected by a subscriber for such automated operator services; and (f) processing the call in accordance with said preselected features to provide a service selected for use by the caller.

Claim 11

Independent Claim 202 words

A method providing callers with customized automated telephone operator services for selected types of telephone calls, comprising the steps of: (a) directing a call for which operator services are sought by a caller through a telephone network to an automated operator center from which such services are provided, said call including call parameters which define a call type for the call; (b) at said automated operator center, examining the call parameters for the call and determining therefrom whether automated telephone operator services are to be provided for the call; (c) directing the call to an automated response unit if it is determined that automated telephone operator services are to be provided for the call; (d) providing the caller with a menu of automated services for which the caller has the option of selecting at least one service for use; (e) further examining the call parameters and determining therefrom which features, if any, of a plurality of call processing features will be used for automated processing of said call, said determined features being preselected by a subscriber for such automated operator services; and (f) processing the call in accordance with said preselected features to provide a service selected for use by the caller.

Claim 12

Dependent Claim 40 words

The method of claim 9 including the further step of providing the caller with a menu of attributes from which the caller may select at least one attribute according to which the service selected by the caller will be processed.

Claim 13

Dependent Claim 27 words

The method of claim 10 wherein the menu of attributes is a menu of languages and the call is processed in the language selected by the caller.

Claim 14

Dependent Claim 40 words

The method of claim 9 wherein the menu of automated services includes a service for placing collect calls, a service for billing calls to a third party telephone number, and a service for billing calls to a credit card account.

Claim 15

Dependent Claim 42 words

The method of claim 9 or 12 wherein the plurality of call processing features includes processing a call in a preselected spoken language, processing a call with customized greetings, and processing a call to play music to the caller during processing interludes.

Claim 16

Dependent Claim 52 words

The method of claim 12 wherein prior to completion of the call for any available service, approval is sought for alternatively billing the call in accordance with the selected service, and in the event such approval is unavailable the caller is again offered the menu of services for reselecting a service therefrom.

Claim 17

Independent Claim 132 words

A method for providing a telephone caller with automated operator services having customized features preselected by a subscriber for such services, comprising the steps of: (a) routing a call for which operator services are sought to an automated operator facility, said call being accompanied by call parameters indicative of call characteristics; (b) causing a menu of available operator services to be presented to the caller; (c) receiving at least one menu selection from the caller as an indication of a menu-listed service to be used; (d) using the call parameters to retrieve a record containing the customized features preselected by the subscriber as applicable to the operator service selected from the menu; and (e) automatically processing the call in accordance with the preselected customized features therefor to provide the selected operator service.

Claim 18

Independent Claim 132 words

A method for providing a telephone caller with automated operator services having customized features preselected by a subscriber for such services, comprising the steps of: (a) routing a call for which operator services are sought to an automated operator facility, said call being accompanied by call parameters indicative of call characteristics; (b) causing a menu of available operator services to be presented to the caller; (c) receiving at least one menu selection from the caller as an indication of a menu-listed service to be used; (d) using the call parameters to retrieve a record containing the customized features preselected by the subscriber as applicable to the operator service selected from the menu; and (e) automatically processing the call in accordance with the preselected customized features therefor to provide the selected operator service.

Annuity Stage	Window Opens	Payment Deadline	Surcharge Period Until	Estimated Fee	Status
3.5 Years (Year 4)	2000-12-29	2001-06-30	2001-12-30	$2000.00	Window Closed / Lapsed
7.5 Years (Year 8)	2004-12-29	2005-06-30	2005-12-30	$3760.00	Window Closed / Lapsed
11.5 Years (Year 12)	2008-12-29	2009-06-30	2009-12-30	$7700.00	Window Closed / Lapsed

Automated telephone operator services

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