Automated operator assistance calls with voice processing

Details Automated operator assistance calls with voice processing Automated operator assistance calls with voice processing

1988-09-30

1990-05-01

Brown, Thomas W.

Telephonic communications

Audio message storage, retrieval, or synthesis

379 88, 379112, 379122, 379223, H04M 350, H04M 1512, H04Q 378

Patent

active

049225197

ABSTRACT:
A method and apparatus for identifying the class of an operator assistance call in order to reduce the operator work time for serving such a call. A customer dials 0 or dials 0 plus a directory number and is connected to a program controlled operator assistance system or switch. The switch initially connects the calling customer to a voice processing unit and prompts the customer to speak a command or key a command code. The command or command code is recognized and used to direct the flow of the control program to selectively defer a connection to an operator position. For example, for person-to-person calls, the operator position is only connected after the called customer terminal answers. Advantageously, such a method and apparatus substantially reduces operator work time for broad classes of frequently used operator assistance services.

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