Multiplex communications – Special services
Reexamination Certificate
1998-01-28
2001-08-07
Kizou, Hassan (Department: 2662)
Multiplex communications
Special services
C370S352000, C379S201060, C379S219000
Reexamination Certificate
active
06272115
ABSTRACT:
RELATED APPLICATIONS
Not Applicable
FEDERALLY SPONSORED RESEARCH OR DEVELOPMENT
Not Applicable
MICROFICHE APPENDIX
Not Applicable
1. Field of the Invention
The present invention relates to the field of interactive toll-free telephone service. More particularly, the present invention relates to methods and systems for interactive toll-free telephone service automation.
2. Background of the Invention
Interactive toll-free telephone service plays an increasingly important role in business transactions and has resulted in an ever-increasing need for such services by many businesses, individuals, and other entities. Under current practices, the methods and systems for activating a interactive toll-free telephone service require the design of such a service by the potential customer with the assistance of a sales person for a telephone service provider. The design typically involves determining the call flow for the service, i.e., “Press 1 for sales, 2 for service . . . ”1
Because of the critical role that an interactive toll-free telephone service can play in the ability of a business to retain current customers and attract new customers, interactive telephone services are typically provided in test form first to ensure that calls are accurately routed. One drawback to the current practice is that the time required to contact a sales person, design the service, and implement a test version of the interactive toll-free telephone service can deter potential customers from requesting such services. In some cases, the time required to implement a test interactive toll-free telephone service from the initial call to a sales person is about seven to eleven days.
In addition to the time required to implement a test interactive toll-free telephone service, requests for such services can occupy large amounts of time for a sales force, thereby preventing the sales force from focusing efforts on more productive areas such as trouble shooting or assisting customers with more complex needs.
SUMMARY OF THE INVENTION
The present invention provides methods and systems for implementing interactive toll-free telephone services by customers remotely communicating with a telephone service provider. The interactive toll-free telephone service can be designed by the customer and implemented by the telephone service provider without the immediate assistance of a salesperson.
In one aspect the present invention provides a method for providing interactive toll-free telephone service by providing a service automation system for processing requests for interactive toll-free telephone service; connecting the service automation system to a communication network whereby a request for interactive toll-free telephone service can be communicated to the service automation system by a customer; providing design parameters for designing an interactive toll-free telephone service to the customer, whereby the customer can design an interactive toll-free telephone service; receiving an interactive toll-free telephone service design from the customer through the communication network; and implementing the interactive toll-free telephone service with a call flow based on the interactive toll-free telephone service design from the customer.
In another aspect the present invention provides a method for providing interactive toll-free telephone service by providing a service automation system for processing requests for interactive toll-free telephone service; connecting the service automation system to a communication network whereby a request for interactive toll-free telephone service can be communicated to the service automation system by a customer, wherein the communication network comprises the Internet; providing design parameters for designing an interactive toll-free telephone service to the customer, whereby the customer can design an interactive toll-free telephone service; receiving an interactive toll-free telephone service design from the customer through the communication network; converting the interactive toll-free telephone service design received from the customer into platform scripting logic; communicating the platform scripting logic to a telephone service platform; implementing the interactive toll-free telephone service for a limited period of time with a call flow based on the interactive toll-free telephone service design from the customer; and communicating a telephone number for the interactive toll-free telephone service to the customer.
In another aspect, the present invention provides a system for providing interactive toll-free telephone service including a service automation system for processing requests for interactive toll-free telephone service; means for connecting the service automation system to a communication network whereby a request for interactive toll-free telephone service can be communicated to the service automation system by a customer; means for providing design parameters for designing an interactive toll-free telephone service to the customer, whereby the customer can design an interactive toll-free telephone service; means for receiving an interactive toll-free telephone service design from the customer through the communication network; and means for implementing the interactive toll-free telephone service on a telephone service platform with a call flow based on the interactive toll-free telephone service design from the customer.
These and other features and advantages of the present invention are described in more detail below with reference to the attached figures.
REFERENCES:
patent: 4611094 (1986-09-01), Asmuth et al.
patent: 5881131 (1999-03-01), Farris et al.
patent: 5945989 (1999-08-01), Freishtat et al.
patent: 5970477 (1999-10-01), Roden
patent: 5999908 (1999-12-01), Abelow
patent: 6058177 (2000-05-01), Newcombe et al.
Ball Harley R.
Kizou Hassan
Pezzlo John
Sprint Communications Company L.P.
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