Automated ringing of an operator for directory assistance calls

Abstract

Abstract A method of completing a call to a remote directory assistance operator comprises the steps of attempting to place the call and disconnecting an operator position manned by a live operator from the call. Once the operator is disconnected, the call is supervised for a remote answer and a time-out clock started. In the event of a call to a remote directory assistance operator whose country or region is notorious for not answering their phone lines, the time of the attendant operator in supervising the call is saved during the automatic answer supervision period. Periodic announcements may be provided the caller over time and new services offered by these periodic announcements. For example, in one embodiment, the user is offered the opportunity to place the call at a predetermined callback time in the future when the call may be more likely to succeed. In yet other embodiments, the call to the remote directory assistance operator may be queued with other such requests for directory assistance, responses to requests in the queue obtained and each user called back at their requested callback time (or in advance thereof) with the requested information. Automated prompts/announcements may be made in a preselected language of choice to the user or to the remote directory assistance operator.

Inventors

• 👤 Bradley Babbitt
• 👤 John H. Krebs
• 👤 Mary K. Kubli

Bibliographic Details