US 6,654,828 B2Granted

Personalized automated operator position

AssigneeGolden Voice Technology and Training L.L.C.

InventorsDale E. Cannon, Andrew F. Connor, Bruce A. Corbin, Kerry L. Starr, Mark M. Adamo

Life of this patent

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Abstract

A telephone operator signal analysis and manipulation subsystem (50) is configured to be interfaced with various signal transport paths of input/output devices of the operator's (personal computer-based) workstation (12). The subsystem is operative to intercept, analyze and selectively modify signals distributed among components of the workstation, including those that may prompt an interactive response from the operator, so as to alleviate the workload of the operator, and improve the efficiency and response time of the operator position. Because the subsystem analyzes and operates only on information that is presented to and sourced from the operator, it is able to automate various functions of the operator position, including initiating the generation of personalized audio messages, without knowledge of the communication protocol of the telecommunication switch to which the operator's workstation is coupled.

Claims19

Dependent claims

A signal processing interface adapted for use with a computer-based, telecommunication system operator workstation having a data processing unit, one or more input devices through which control signals may be provided to said data processing unit by said operator, and a display device that is operative to display information associated with results of data processing operations carried out by said data processing unit to said operator, said data processing unit being operative to execute an operator position application program which processes signals supplied thereto, including said control signals, and communication signals from a telecommunication system source, external to said workstation, having a communication signaling protocol, said signal processing interface comprising:

a plurality of signaling ports coupled to signaling paths through which said one or more input devices and said display device communicate with said data processing unit;
and
a signal processing unit coupled to said plurality of signaling ports, and being operative, without requiring knowledge of said communication signaling protocol, to conduct a comparison of signals coupled to said display device, that are representative of said information associated with results of data processing operations carried out by said data processing unit, with one or more information templates associated with prescribed operator position actions, and, in response to said comparison, to automatically cause said workstation to execute one or more operator position actions in place of said operator, which one or more operator position actions would otherwise be initiated by said operator in response to said information displayed by said display device.

A method of controlling the operation of a computer-based, telecommunication system operator workstation having a data processing unit, one or more input devices through which control signals may be provided to said data processing unit by said operator, and a display device that is operative to display information associated with results of data processing operations carried out by said data processing unit to said operator, said data processing unit being operative to execute an operator position application program which processes signals supplied thereto, including said control signals, and communication signals from a telecommunication system source, external to said workstation, having a communication signaling protocol, said method comprising the steps of:

(a) conducting a comparison, without requiring knowledge of said communication signaling protocol, of signals that are coupled to said display device and are representative of said information associated with results of data processing operations carried out by said data processing unit, with one or more information templates associated with prescribed operator position actions;
and
(b) in response to said comparison conducted in step (a), automatically causing said workstation to execute one or more operator position actions in place of said operator, which one or more operator position actions would otherwise be initiated by said operator in response to said operator perceiving said information displayed by said display device.

A method of operating of a telecommunication system operator workstation having a data processing unit, one or more input devices through which control signals may be provided to said data processing unit by said operator, and an information presentation device that is operative to present to said operator information associated with results of data processing operations carried out by said data processing unit, said data processing unit being operative to execute an operator position application program which processes signals supplied thereto, including said control signals, and communication signals from a telecommunication system source, external to said workstation, having a communication signaling protocol, said method comprising the steps of:

(a) conducting an analysis, without requiring knowledge of said communication signaling protocol, of signals coupled to said information presentation device that are representative of said information associated with said results of data processing operations carried out by said data processing unit, and reaching a determination, from said analysis, of one or more prescribed operator position actions to be carried out by said operator;
and
(b) in response to said analysis and determination carried out in step (a), automatically causing said workstation to execute said one or more operator position actions in place of said operator, which one or more operator position actions would otherwise be initiated by said operator in response to said operator perceiving said information presented to said operator by said information presentation device.

Dependencies are inferred from the claim text.

Facts

Application: 10/244,364Filed 16 Sep 2002 · continuation
Priority: 1 Nov 1996
Published: US 2003/0014567 A116 Jan 2003
Granted: 25 Nov 2003
Term ends: Not estimatedThe source records don’t support an estimate.

Classification15 codes

H04M 3/5183
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: call or contact centers…
G06F 3/00
Input arrangements for transferring data to be processed into a form capable
H04M 3/5166
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: in combination with…
H04M 3/62
Semi-automatic systems, i.e. in which the numerical selection of the outgoing line is under the control of an operator: keyboard equipment

Family

Application60/029,918Us provisional application · filed 1 Nov 1996
Application60/053,290Us provisional application · filed 21 Jul 1997
Application60/059,386Us provisional application · filed 19 Sep 1997
PCT/US97/20187Parent of this continuation · filed 3 Nov 1997
US 2003/0014567 A1Pre-grant publication · published 16 Jan 2003
Application09/297,170Parent of this continuation
US 6,654,828 B2This patent

From the US filing history. Foreign family members aren’t listed.