CA2157707A1 - Remote Data Access for Operator Assistance Calls - Google Patents

Remote Data Access for Operator Assistance Calls

Info

Publication number
CA2157707A1
CA2157707A1 CA2157707A CA2157707A CA2157707A1 CA 2157707 A1 CA2157707 A1 CA 2157707A1 CA 2157707 A CA2157707 A CA 2157707A CA 2157707 A CA2157707 A CA 2157707A CA 2157707 A1 CA2157707 A1 CA 2157707A1
Authority
CA
Canada
Prior art keywords
operator assistance
calls
data access
remote data
remote
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA2157707A
Other languages
French (fr)
Other versions
CA2157707C (en
Inventor
John P. Gesslein Jr.
Robert Michael Jelinski
David Caswell Mcchristian
William Francis Thompson
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
AT&T Corp
Original Assignee
AT&T Corp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by AT&T Corp filed Critical AT&T Corp
Publication of CA2157707A1 publication Critical patent/CA2157707A1/en
Application granted granted Critical
Publication of CA2157707C publication Critical patent/CA2157707C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/0016—Arrangements providing connection between exchanges
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5237—Interconnection arrangements between ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/60—Semi-automatic systems, i.e. in which the numerical selection of the outgoing line is under the control of an operator
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H04M3/42068—Making use of the calling party identifier where the identifier is used to access a profile
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/06—Arrangements for interconnection between switching centres using auxiliary connections for control or supervision, e.g. where the auxiliary connection is a signalling system number 7 link

Abstract

A method and apparatus for serving operator assistance calls from a remote operator assistance system but using the data base of the normal serving operator assistance system to verify the capability of the caller to place the desired call. The call is routed to the remote system where, for example, a specialized operator team, such as a Spanish speaking team, serves calls from an entire region or nation. The remote system accesses the data base of the normal serving system toobtain the data, describing the attributes of the caller, necessary to minimize the number of calls that are fraudulently completed.
CA002157707A 1994-11-03 1995-09-07 Remote data access for operator assistance calls Expired - Fee Related CA2157707C (en)

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US420,467 1982-09-20
US33381294A 1994-11-03 1994-11-03
US333,812 1994-11-03
US08/420,467 US5684867A (en) 1994-11-03 1995-04-12 Remote data access for operator assistance calls

Publications (2)

Publication Number Publication Date
CA2157707A1 true CA2157707A1 (en) 1996-05-04
CA2157707C CA2157707C (en) 1999-03-16

Family

ID=26988887

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002157707A Expired - Fee Related CA2157707C (en) 1994-11-03 1995-09-07 Remote data access for operator assistance calls

Country Status (5)

Country Link
US (1) US5684867A (en)
EP (1) EP0711058A3 (en)
JP (1) JPH08242287A (en)
CN (1) CN1078032C (en)
CA (1) CA2157707C (en)

Families Citing this family (19)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6115380A (en) * 1996-11-22 2000-09-05 Sprint Communications Co., L.P. Broadband telecommunications system
CA2266964A1 (en) * 1998-05-14 1999-11-14 Katherine Anne Koenig Operator assisted call subscriber screening using an intelligent network interface protocol
US6298127B1 (en) * 1998-07-13 2001-10-02 Nortel Networks Limited Call transfer and conference with separate billing records per leg
US6381325B1 (en) 1998-09-22 2002-04-30 Operator Service Co. System and method for wireless directory assistance
US6594352B1 (en) * 1999-05-14 2003-07-15 Operator Service Method and system for automatically providing a customer billing identifier for a directory assistance extension call to a switch in a public telephone network
US7724878B2 (en) * 2001-05-25 2010-05-25 Timmins Timothy A Technique for assisting a user with information services at an information/call center
US20030224764A1 (en) * 2002-05-31 2003-12-04 Baker Nathan Bryant Technique for providing information assistance with restrictions
US7376415B2 (en) * 2002-07-12 2008-05-20 Language Line Services, Inc. System and method for offering portable language interpretation services
CN100440777C (en) * 2003-06-18 2008-12-03 华为技术有限公司 Authentification method between gateway exchange networks of digital program controlled exchanger
US7792276B2 (en) * 2005-09-13 2010-09-07 Language Line Services, Inc. Language interpretation call transferring in a telecommunications network
US7894596B2 (en) * 2005-09-13 2011-02-22 Language Line Services, Inc. Systems and methods for providing language interpretation
US8023626B2 (en) * 2005-09-13 2011-09-20 Language Line Services, Inc. System and method for providing language interpretation
US8189755B2 (en) * 2006-01-23 2012-05-29 Siemens Enterprise Communications, Inc. Call urgency screening
US20070239625A1 (en) * 2006-04-05 2007-10-11 Language Line Services, Inc. System and method for providing access to language interpretation
US7593523B2 (en) * 2006-04-24 2009-09-22 Language Line Services, Inc. System and method for providing incoming call distribution
US7773738B2 (en) * 2006-09-22 2010-08-10 Language Line Services, Inc. Systems and methods for providing relayed language interpretation
US7634432B2 (en) * 2007-03-29 2009-12-15 Language Line Services, Inc. Systems and methods for providing employee compensation
US8086254B2 (en) * 2007-05-18 2011-12-27 Tango Networks, Inc. System, method, and apparatus for using alternative numbers for routing voice calls and short messages in a communications network
CN103987807B (en) 2011-12-12 2016-03-30 吉翁·卡尔扎费利 Local J-binding dyes zeolite antennas matrix material

Family Cites Families (9)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
DE3228519A1 (en) * 1982-07-29 1984-02-02 Siemens AG, 1000 Berlin und 8000 München Method and circuit arrangement for carrying out the method for controlling the remote interrogation of manual switching positions in communications networks with a central signalling channel
US4620066A (en) * 1984-09-27 1986-10-28 At&T Bell Laboratories Method and apparatus for sharing operators among assistance systems
US4899375A (en) * 1988-09-23 1990-02-06 American Telephone & Telegraph Company, At&T Bell Laboratories More efficient call handling for operator assistance calls
US5222120A (en) * 1990-04-23 1993-06-22 Mci Communications Corporation Long distance telephone switching system with enhanced subscriber services
US5287403A (en) * 1992-07-22 1994-02-15 At&T Bell Laboratories Method and apparatus for processing telephone calls charged to credit cards
US5353335A (en) * 1992-08-03 1994-10-04 At&T Bell Laboratories Multilingual prepaid telephone system
US5506893A (en) * 1993-02-19 1996-04-09 At&T Corp. Telecommunication network arrangement for providing real time access to call records
US5590181A (en) * 1993-10-15 1996-12-31 Link Usa Corporation Call-processing system and method
US5574780A (en) * 1995-11-16 1996-11-12 Lucent Technologies Inc. Controll of call features provided to a subscriber by a hierarchical telecommunication switch

Also Published As

Publication number Publication date
EP0711058A3 (en) 1998-12-09
US5684867A (en) 1997-11-04
CN1128455A (en) 1996-08-07
CN1078032C (en) 2002-01-16
EP0711058A2 (en) 1996-05-08
CA2157707C (en) 1999-03-16
JPH08242287A (en) 1996-09-17

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Legal Events

Date Code Title Description
EEER Examination request
MKLA Lapsed