Method and apparatus for monitoring telephonic members and providing directory assistance

Abstract

Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help.

We claim:  
     
         1 . A method of providing directory assistance services to a customer caller, comprising the steps: 
 receiving a customer call on a first inbound channel;    eliciting a directory assistance request from the customer;    searching a database containing telephone numbers for search results including a destination telephone number that satisfies the directory assistance request;    allocating a first outbound channel for attempting to establish a connection to a destination telephone associated with the destination telephone number;    applying a call analyzer to the first outbound channel;    monitoring the first outbound channel with the call analyzer for a configurable period of time to detect a connection status condition;    detecting a connection status condition;    determining if the connection status condition indicates a network communication problem;    if the detected connection status condition indicates a network communication problem: 
 without further action by the customer, connecting the customer to a directory assistance operator; and  
 providing the directory assistance operator with search results from the directory assistance request.  
   
     
     
         2 . The method of  claim 1 , further comprising the step of applying a DTMF detector to the first inbound channel to detect customer input.  
     
     
         3 . The method of  claim 2 , in which the applying a DTMF detector step comprises the step of applying a DTMF detector to the first inbound channel, for the period of time from application of the DTMF detector until the customer disconnects, to detect customer input.  
     
     
         4 . The method of  claim 1 , in which the customer call is originated from a wireless telephone.  
     
     
         5 . The method of  claim 1 , further comprising the steps: 
 receiving call origination location data on the first inbound channel; and    verifying the authority of the customer to attempt to establish a connection to the destination telephone.    
     
     
         6 . The method of  claim 1 , in which the applying a call analyzer step comprises the step of dedicating a call analyzer exclusively to the first outbound channel.  
     
     
         7 . The method of  claim 1 , further comprising the step of applying the call analyzer to a second outbound channel.  
     
     
         8 . The method of  claim 1 , in which the connection status condition is one of the set of reorder, PBX intercept, SIT intercept, vacant code, reorder-SIT, no circuit LEC, reorder-carrier, no circuit-carrier, dial tone, continuous on tone, and silence.  
     
     
         9 . The method of  claim 1 , further comprising the step of terminating the attempt to establish a connection to the destination telephone before connecting the customer to a directory assistance operator.  
     
     
         10 . The method of  claim 1 , further comprising the step of informing the customer of the network communication problem before connecting the customer to a directory assistance operator.  
     
     
         11 . The method of  claim 1 , in which the connecting the customer step comprises: 
 placing the customer call into a call distribution system; and    connecting the customer call to a directory assistance operator specified by the call distribution system.    
     
     
         12 . The method of  claim 11 , in which the placing the customer call step comprises the step of placing the customer call into a call distribution system with a first assigned priority.  
     
     
         13 . A method of providing directory assistance services to a customer caller, comprising the steps: 
 receiving a customer call on a first inbound channel;    eliciting a directory assistance request from the customer;    searching a database containing telephone numbers for search results including a destination telephone number that satisfies the directory assistance request;    allocating a first outbound channel for attempting to establish a connection to a destination telephone associated with the destination telephone number;    applying a call analyzer to the first outbound channel;    monitoring the first outbound channel with the call analyzer for a configurable period of time to detect a connection status condition;    detecting a connection status condition;    determining if the connection status condition is a ring-no-answer condition;    if the detected connection status condition is a ring-no-answer condition: 
 transferring the customer to a voice server while continuing the attempt to establish a connection to the destination telephone over the first outbound channel and continuing to monitor the first outbound channel with the call analyzer;  
 providing the voice server with search results from the directory assistance request; and  
 presenting the customer with a menu of directory assistance options.  
   
     
     
         14 . The method of  claim 13 , further comprising the step of applying a DTMF detector to the first inbound channel to detect customer input.  
     
     
         15 . The method of  claim 14 , in which the applying a DTMF detector step comprises the step of applying a DTMF detector to the first inbound channel, for the period of time from application of the DTMF detector until the customer disconnects, to detect customer input.  
     
     
         16 . The method of  claim 13 , in which the customer call is originated from a wireless telephone.  
     
     
         17 . The method of  claim 13 , further comprising the steps: 
 receiving call origination location data on the first inbound channel; and    verifying the authority of the customer to attempt to establish a connection to the destination telephone.    
     
     
         18 . The method of  claim 13 , in which the applying a call analyzer step comprises the step of dedicating a call analyzer exclusively to the first outbound channel.  
     
     
         19 . The method of  claim 13 , further comprising the step of applying the call analyzer to a second outbound channel.  
     
     
         20 . The method of  claim 13 , in which the menu of directory assistance options includes the set of options comprised of one or more of the following: 
 conveying the destination telephone number to the customer;    transmitting the destination telephone number to the customer's alphanumeric communication device;    transferring the customer to a directory assistance operator;    continuing to monitor the first outbound channel with the call analyzer; and    recording a message to be delivered to a destination party associated with the destination telephone number.    
     
     
         21 . A method of providing directory assistance services to a customer caller, comprising the steps: 
 receiving a customer call on a first inbound channel;    eliciting a directory assistance request from the customer;    searching a database containing telephone numbers for search results including a destination telephone number that satisfies the directory assistance request;    allocating a first outbound channel for attempting to establish a connection to a destination telephone associated with the destination telephone number;    applying a call analyzer to the first outbound channel;    monitoring the first outbound channel with the call analyzer for a configurable period of time to detect a connection status condition;    detecting a connection status condition;    determining if the connection status condition is a busy signal;    if the detected connection status condition is a busy signal: 
 removing the call analyzer from the first outbound channel;  
 terminating the connection attempt to the destination telephone over the first outbound channel;  
 connecting the customer to a voice server;  
 providing the voice server with the search results from the directory assistance request; and  
 presenting the customer with a menu of directory assistance options.  
   
     
     
         22 . The method of  claim 21 , further comprising the step of applying a DTMF detector to the first inbound channel to detect customer input.  
     
     
         23 . The method of  claim 22 , in which the applying a DTMF detector step comprises the step of applying a DTMF detector to the first inbound channel, for the period of time from application of the DTMF detector until the customer disconnects, to detect customer input.  
     
     
         24 . The method of  claim 21 , in which the customer call is originated from a wireless telephone.  
     
     
         25 . The method of  claim 21 , further comprising the steps: 
 receiving call origination location data on the first inbound channel; and    verifying the authority of the customer to attempt to establish a connection to the destination telephone.    
     
     
         26 . The method of  claim 21 , in which the applying a call analyzer step comprises the step of dedicating a call analyzer exclusively to the first outbound channel.  
     
     
         27 . The method of  claim 21 , further comprising the step of applying the call analyzer to a second outbound channel.  
     
     
         28 . The method of  claim 21 , further comprising the step of informing the customer of the busy signal before presenting the customer with a menu of directory assistance options.  
     
     
         29 . The method of  claim 21 , in which the menu of directory assistance options includes the set of options comprised of one or more of the following: 
 conveying the destination telephone number to the customer;    transmitting the destination telephone number to the customer's alphanumeric communication device;    transferring the customer to a directory assistance operator;    continuing to monitor the first outbound channel with the call analyzer; and    recording a message to be delivered to a destination party associated with the destination telephone number.    
     
     
         30 . A method of providing directory assistance services to a customer caller, comprising the steps: 
 receiving a customer call on a first inbound channel;    receiving call origination location data on the first inbound channel;    eliciting a directory assistance request from the customer;    searching a database containing telephone numbers for search results including a destination telephone number that satisfies the customer's directory assistance request;    verifying the authority of the customer to attempt to establish a connection to the destination telephone;    retrieving the destination telephone number from the database;    allocating a first outbound channel for attempting to establish a connection to a destination telephone associated with the destination telephone number;    outdialing the destination telephone number over the first outbound channel;    applying a call analyzer to the first outbound channel;    applying a DTMF detector to the first inbound channel to detect customer input;    monitoring the first outbound channel with the call analyzer to detect a connection status condition;    detecting a connection status condition; and    connecting the customer to a directory assistance provider upon detection of the connection status condition.    
     
     
         31 . The method of  claim 30 , in which the applying a DTMF detector step comprises the step of applying a DTMF detector to the first inbound channel, for the period of time from application of the DTMF detector until the customer disconnects, to detect customer input.  
     
     
         32 . The method of  claim 30 , in which the customer call is originated from a wireless telephone.  
     
     
         33 . The method of  claim 30 , in which the connection status condition is a busy signal.  
     
     
         34 . The method of  claim 30 , in which the connection-status condition is a ring-no-answer condition.  
     
     
         35 . The method of  claim 30 , in which the connection status condition is one of the set of reorder, PBX intercept, SIT intercept, vacant code, reorder-SIT, no circuit LEC, reorder-carrier, no circuit-carrier, dial tone, continuous on tone, and silence.  
     
     
         36 . The method of  claim 33 , in which the connecting step comprises the step of automatically connecting the customer to a voice server upon detection of the connection status condition.  
     
     
         37 . The method of  claim 36 , further comprising the steps: 
 presenting the customer with a menu of directory assistance options; and    monitoring the first inbound channel with the. DTMF detector to detect a customer input.    
     
     
         38 . The method of  claim 34 , in which the connecting step comprises the step of automatically connecting the customer to a voice server upon detection of the connection status condition.  
     
     
         39 . The method of  claim 38 , further comprising the steps: 
 presenting the customer with a menu of directory assistance options; and    monitoring the first inbound channel with the DTMF receiver to detect a customer input.    
     
     
         40 . The method of  claim 35 , in which the connecting step comprises the step of connecting the customer, with no further action by the customer, to a directory assistance operator upon detection of the connection status condition.  
     
     
         41 . The method of  claim 40 , further comprising the steps: 
 informing the customer of a network communication failure; and    transferring the customer to a directory assistance operator.    
     
     
         42 . The method of  claim 30 , further comprising the steps: 
 upon a successful connection attempt to the destination telephone, connecting the customer to a voice server;    presenting the customer with a menu of directory assistance options; and    monitoring the first inbound channel with the DTMF detector to detect a customer input.    
     
     
         43 . The method of  claim 30 , in which the connecting step comprises: 
 placing the customer call into a call distribution system; and    connecting the customer call to a directory assistance provider specified by the call distribution system.    
     
     
         44 . The method of  claim 43 , in which the placing the customer call step comprises the step of placing the customer call into a call distribution system with a first assigned priority.  
     
     
         45 . The method of  claim 30 , further comprising the step of applying the call analyzer to a second outbound channel.  
     
     
         46 . The method of  claim 30 , in which the applying a call analyzer step comprises the step of dedicating the call analyzer exclusively to the first outbound channel.  
     
     
         47 . The method of  claim 30 , in which the connecting step comprises the steps: 
 connecting the customer to a directory assistance provider upon detection of the connection status condition; and    presenting the customer with a menu of directory assistance options, said menu consisting of: 
 conveying the destination telephone number to the customer;  
 transferring the customer to a directory assistance operator;  
 transmitting the destination telephone number to the customer's alphanumeric communication device;  
 continuing to monitor the first outbound channel with the call analyzer; and  
 recording a message to be delivered to a destination party associated with the destination telephone number.  
   
     
     
         48 . A directory assistance system for providing directory assistance services to a customer caller, comprising: 
 a plurality of inbound channels for receiving customer calls;    a plurality of outbound channels for attempting to establish connections to destination telephones;    a plurality of directory assistance operators;    a voice server;    switching means having a plurality of call analyzers for monitoring and detecting connection status-conditions on the plurality of outbound channels;    server means capable of searching directory assistance databases for search results including destination telephone numbers that satisfy directory assistance requests; and    means for connecting a customer call on a first inbound channel, without further action on the part of the customer, to a directory assistance operator upon detection, by a call analyzer, of a connection status condition indicating a network connection problem.    
     
     
         49 . The directory assistance system of  claim 48 , further comprising a DTMF detector for monitoring and detecting customer input on the first inbound channel.  
     
     
         50 . The directory assistance system of  claim 48 , further comprising: 
 memory means for storing the search results; and    transfer means for transferring the search results to directory assistance operators.    
     
     
         51 . A directory assistance system for providing directory assistance services to a customer caller, comprising: 
 a plurality of inbound channels for receiving customer calls;    a plurality of outbound channels for attempting to establish connections to destination telephones;    a plurality of directory assistance operators;    a voice server;    switching means having a plurality of call analyzers for monitoring and detecting connection status conditions on the plurality of outbound channels;    server means capable of searching directory assistance databases for search results including destination telephone numbers that satisfy directory assistance requests; and    means for connecting a customer call on a first inbound channel, without further action on the part of the customer, to the voice server upon detection of a ring-no-answer connection status condition by a call analyzer.    
     
     
         52 . The directory assistance system of  claim 51 , further comprising a DTMF detector for monitoring and detecting customer input on the first inbound channel.  
     
     
         53 . The directory assistance system of  claim 51 , further comprising: 
 memory means for storing the search results; and    transfer means for transferring the search results to the voice server.    
     
     
         54 . A directory assistance system for providing directory assistance services to a customer caller, comprising: 
 a plurality of inbound channels for receiving customer calls;    a plurality of outbound channels for attempting to establish connections to destination telephones;    a plurality of directory assistance operators;    a voice server;    switching means having a plurality of call analyzers for monitoring and detecting connection status conditions on the plurality of outbound channels;    server means capable of searching directory assistance databases for search results including destination telephone numbers that satisfy directory assistance requests; and    means for connecting a customer call on a first inbound channel, without further action on the part of the customer, to a voice server upon detection, by a call analyzer, of a connection status condition indicating a busy signal.    
     
     
         55 . The directory assistance system of  claim 54 , further comprising a DTMF detector for monitoring and detecting customer input on the first inbound channel.  
     
     
         56 . The directory assistance system of  claim 54 , further comprising: 
 memory means for storing the search results; and    transfer means for transferring the search results to the voice server.