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公开(公告)号：US4899375A
公开(公告)日：1990-02-06
申请号：US248459
申请日：1988-09-23
申请人： Thomas M. Bauer , Richard W. Hemmeter , Robert Petrelli , Richard J. Piereth , Cyrenus M. Rubald
发明人： Thomas M. Bauer , Richard W. Hemmeter , Robert Petrelli , Richard J. Piereth , Cyrenus M. Rubald
摘要： A method and apparatus for processing operator assistance calls with minimum expenditure of operator work time. For collect and person-to-person calls, a first operator at a first operator position determines the type of call and, optionally, the name(s) of the calling and called parties. These are recorded in the memory of a program controlled processor system for controlling an operator assistance switching system. The first operator then disconnects from the call while the call is being set up and the call party being alerted. When the called party answers, a second operator position and second operator, having a display of the call information previously recorded, are unattached to the call to determine whether a connection between the calling and called parties should be established and, if so, to cause that connection to be so established. Advantageously, no operator position and operator need be attached to the call while the called party is being alterted; even more operator work time is saved if the called party never answers.
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公开(公告)号：US5181237A
公开(公告)日：1993-01-19
申请号：US675779
申请日：1991-03-27
申请人： Douglas C. Dowden , Richard W. Hemmeter , Diane E. Herr , William K. McCormick , Robert Petrelli , Richard J. Piereth , Samuel M. Salchenberger , Chander S. Sehgal , Mahendra K. Verma
发明人： Douglas C. Dowden , Richard W. Hemmeter , Diane E. Herr , William K. McCormick , Robert Petrelli , Richard J. Piereth , Samuel M. Salchenberger , Chander S. Sehgal , Mahendra K. Verma
CPC分类号： H04M3/44 , H04M3/5166 , H04M3/527 , H04M3/533 , H04Q11/0428 , H04M15/00 , H04M2201/40
摘要： 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. 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.
摘要翻译： 本发明涉及用于自动处理操作者辅助呼叫的方法和装置。 呼叫者连接到自动操作员位置。 自动化位置具有用于代替操作员的语音识别功能，具有取代操作者的公告功能，并且具有用于发送和接收由操作员位置发送和接收的相同消息组的控制装置。 有利地，操作者辅助开关具有与操作者位置相关的自动位置的相同接口，并与两者相同地相互作用。 由于自动位置的能力受其程序限制，当发生未编程的情况时，自动位置将呼叫切换到自动位置。 有利地，开关不需要被特别编程以与自动位置通信。 有利地，可以自动提供新的操作者辅助服务，而无需重写开关的复杂控制软件。 本发明还涉及使用自动化操作者位置来提供自发的语音消息服务，其中如果被叫方没有应答或正忙，呼叫者将呼叫转换为消息呼叫，以及识别语音指定目的地并建立 打电话给目的地。
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公开(公告)号：US5185781A
公开(公告)日：1993-02-09
申请号：US675783
申请日：1991-03-27
申请人： Douglas C. Dowden , Richard W. Hemmeter , Diane E. Herr , William K. McCormick , Robert Petrelli , Richard J. Piereth , Samuel M. Salchenberger , Chander S. Sehgal , Mahendra K. Verma
发明人： Douglas C. Dowden , Richard W. Hemmeter , Diane E. Herr , William K. McCormick , Robert Petrelli , Richard J. Piereth , Samuel M. Salchenberger , Chander S. Sehgal , Mahendra K. Verma
CPC分类号： H04M3/5166 , H04M3/44 , H04M3/527 , H04M3/533 , H04Q11/0428 , H04M15/00 , H04M2201/40
摘要： 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. 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.
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公开(公告)号：US5163083A
公开(公告)日：1992-11-10
申请号：US596809
申请日：1990-10-12
申请人： Douglas C. Dowden , Richard W. Hemmeter , Diane E. Herr , Richard J. Piereth , Samuel M. Salchenberger , Chander S. Sehgal , Mahendra K. Verma
发明人： Douglas C. Dowden , Richard W. Hemmeter , Diane E. Herr , Richard J. Piereth , Samuel M. Salchenberger , Chander S. Sehgal , Mahendra K. Verma
CPC分类号： H04Q11/0428 , H04M3/44 , H04M3/5166 , H04M3/527 , H04M3/533 , H04M15/00 , H04M2201/40
摘要： 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.
摘要翻译： 本发明涉及用于自动处理操作者辅助呼叫的方法和装置。 呼叫者连接到自动操作员位置。 自动化位置具有用于代替操作员的语音识别功能，具有取代操作者的公告功能，并且具有用于发送和接收由操作员位置发送和接收的相同消息组的控制装置。 有利地，操作者辅助开关具有与操作者位置相关的自动位置的相同接口，并与两者相同地相互作用。 由于自动位置的能力受其程序限制，当发生未编程的情况时，自动位置将呼叫切换到自动位置。 有利地，开关不需要被特别编程以与自动位置通信。 有利地，可以自动提供新的操作者辅助服务，而无需重写开关的复杂控制软件。
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公开(公告)号：US4620066A
公开(公告)日：1986-10-28
申请号：US655693
申请日：1984-09-27
CPC分类号： H04M3/60 , H04M3/51 , H04Q11/0435
摘要： An arrangement for serving an operator assistance request detected in a first operator assistance system from an operator position in a second operator assistance system. If a first operator assistance system is overloaded or has no attended operator positions, the two operator assistance systems cooperate to establish a connection between the customer requesting operator assistance and the operator position in the second system. The attending operator at that position keys information into the operator position for transmission to the first system. Responsive to this data, the first system enters data, such as billing data, into its records, and sets up connections, such as a connection for a person-to-person call, in its switching network. The arrangement can be used to transfer operator assistance requests at night, during overload, or to specialized operators not available at the first office. The arrangement can also be used on a permanent basis, to transfer all operator assistance requests, when a serving team of operators cannot be economically justified for the first office.
摘要翻译： 一种用于在第二操作者辅助系统中从操作者位置提供在第一操作者辅助系统中检测到的操作者辅助请求的装置。 如果第一操作者辅助系统过载或没有参加操作员位置，则两个操作者辅助系统协作以建立客户请求操作员辅助与第二系统中的操作者位置之间的连接。 该位置的主要操作者将信息键入操作员位置以传送到第一系统。 响应于该数据，第一系统将诸如计费数据的数据输入到其记录中，并且在其交换网络中设置诸如用于个人对人呼叫的连接的连接。 该安排可用于在夜间，超载期间或在第一办公室不提供的专业运营商转移运营商协助请求。 当一个服务队员的经营者在第一个办公室不能经济合理的时候，也可以永久地使用这种安排来转移所有的运营商协助请求。
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