Automated operator assistance with menu options
AssigneeSBC Properties, L.P.
InventorsNancy Ann Book, Carol Shifrin Gruchala, Thomas Joseph McBlain
Life of this patent
Estimating the term…
Abstract
A subscriber implements and accesses telecommunications services, using a graphical user interface (GUI) via the Internet, and an interactive voice response (IVR) system via the public switched telecommunications network (PSTN). The subscriber can create preferences for calls placed to operator assistance.
Claims20
A method for processing a call placed by a caller of a centrex group or private branch exchange (PBX) system to operator assistance of a telecommunications carrier in accordance with a caller's preferences comprising:
- routing the call from the centrex group or PBX system to a public switched telephone network (PSTN);
- receiving the call to operator assistance of the telecommunications carrier at a switch in the PSTN;
- suspending the call at the switch;
- launching a query to a service control point;
- retrieving the caller's operator service preferences from a database at the service control point;
- routing the call from the PSTN to the centrex group or PBX system;
- and
- routing the call to an extension in the centrex group or PBX system in accordance with the caller's operator services preferences.
A method in a custom operator service for presenting a caller of a private exchange telephone system, who has placed a call to operator assistance of a telecommunications carrier, with a menu based upon preferences defined by the caller, comprising:
- routing the call from the private exchange telephone system to a public switched telephone network (PSTN);
- receiving the call to operator assistance of the telecommunications carrier at a switch in the PSTN;
- suspending the call at the switch;
- launching a query to a service control point;
- retrieving the caller's operator service preferences;
- presenting the caller with a menu of operator services, the menu reflecting the caller's preferences;
- receiving the caller's selection at the switch the caller's selection comprising a selection of an extension in the private exchange telephone system;
- and
- routing the call from the PSTN to the extension in the private exchange telephone system in accordance with the caller's selection.
A method for presenting a caller with a preferred menu of operator services in response to a call originating from a private exchange telephone system placed to operator assistance of a telecommunications carrier of a public switched telephone network (PSTN) comprising:
- receiving the call to operator assistance of the telecommunications carrier from the private exchange telephone system at a switch in the PSTN;
- suspending the call at the switch;
- launching a query to a service control point;
- presenting the caller with the preferred menu of operator services;
- receiving a selection made by the caller at the switch;
- determining how to route the call in accordance with the caller's selection;
- and
- routing the call to an extension within the private exchange telephone system based on the determination.
A telecommunications system for routing a call from a subscriber of a private exchange telephone system of a custom operator service to operator assistance of a telecommunications carrier in a public switched telephone network (PSTN), said telecommunications system comprising:
- a database that stores a subscriber's operator service preferences for the processing of calls placed to operator assistance of the telecommunications carrier;
- and
- an intelligent peripheral that presents to the subscriber an operator service menu in response to a call from with the subscriber;
- wherein the subscriber is prompted to select from the menu and the call is routed in accordance with the subscriber's selection, the menu comprising at least one extension in the private exchange telephone system.
Dependencies are inferred from the claim text.