Telephonic communications – Audio message storage – retrieval – or synthesis – Multilingual system or operation
Patent
1990-10-12
1992-11-10
Brown, Thomas W.
Telephonic communications
Audio message storage, retrieval, or synthesis
Multilingual system or operation
379213, 379223, H04M 350, H04M 700
Patent
active
051630834
ABSTRACT:
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 apparatus 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.
REFERENCES:
patent: 4054756 (1977-10-01), Comella et al.
patent: 4797910 (1989-01-01), Daudelin
patent: 4894857 (1990-01-01), Szlam et al.
patent: 4922519 (1990-05-01), Daudelin
patent: 4935956 (1990-06-01), Hellwarth et al.
"The AT&T Multi-Mode Voice Systems-Full Spectrum Solutions for Speech Processing Applications", S. D. Hester et al., Proc. of the 1985 AVIOS Conf., Sep. 1985 (10 pp. plus abstract).
Dowden Douglas C.
Hemmeter Richard W.
Herr Diane E.
Piereth Richard J.
Salchenberger Samuel M.
AT&T Bell Laboratories
Brown Thomas W.
Ulrich Werner
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