AUTOMATION OF TELEPHONE OPERATOR ASSISTANCE CALLS

• Main Authors: PETRELLI, ROBERT, HERR, DIANE E, SALCHENBERGER, SAMUEL M, HEMMETER, RICHARD W, MCCORMICK, WILLIAM K, SEHGAL, CHANDER S, PIERETH, RICHARD J, VERMA, MAHENDRA K, DOWDEN, DOUGLAS C
• Format: Patent
• Language: English; French
• Published: 14.03.1995
• Edition: 5
• Subjects: ELECTRIC COMMUNICATION TECHNIQUE; ELECTRICITY; TELEPHONIC COMMUNICATION

This invention relates to methods and apparatus for automatically processing operator assistance calls. A caller is connected to an automated operator position. The automated position has speech recognition facilities to replace those of an operator, has announcement capabilities to replace those of an operator, and has control means for transmitting and receiving the same set of messages transmitted and received by an operator position. Advantageously, the operator assistance switch has the same interface to an automated position as to an operator position and interacts with the two identically. Since the capabilities of the automated position are limited by its program, the automated position switches a call to an automated position when a situation occurs for which it has not been programmed. Advantageously, a switch need not be specially programmed to communicate with an automated position. Advantageously, new operator assistance services can be provided automatically without rewriting the complex control software of the switch. The invention further relates to the use of automated operator positions for providing spontaneous voice message service wherein a caller converts a call to a message call if the called party does not answer or is busy, and to a method of recognizing a voice specified destination and establishing a call to that destination.