Methods and apparatus for automating the servicing of telephone calls including requesting directional and/or other types of information

A method of providing information to a caller, comprising the steps of:

• receiving a call at a telephone switch;
• connecting the call to an automated call processing device coupled to the switch, wherein said automated call processing device is identified by a first operator position identifier which is indistinguishable to the switch from a manned operator position identifier;
• operating the automated call processing device to determine the location of the caller using automatic number identification information provided by the switch;
• receiving from the caller a telephone number corresponding to a destination which the caller is trying to reach;
• performing a database look-up operation, using the telephone number information received from the caller, to determine the address corresponding to the provided telephone number;
• performing a directional information database look-up operation to determine a route from the location of the caller to the destination;
• and
• providing direction information to the caller.

A telephone system, comprising the steps of:

• a call processing device including means for providing an automated operator position identified by a first operator position identifier;
• a telephone switch, coupled to said call processing device, for providing a call requesting information, to the automated operator position identified by said first operator position identifier that is indistinguishable to the switch from a manned operator position identifier;
• and
• the call processing device including:
• i. means for collecting call related information in an automated manner;
• ii. means for transmitting a call transfer instruction to the switch to cause the switch to transfer the call to a manned operator position for additional call processing, the manned operator position being identified to the switch by a second operator position identifier;
• and
• iii. means for transferring at least some of the collected call related information collected in an automated manner to the manned operator position.