Communication assistance system and method.

ES 2 364 280 T3

DESCRIPTION

Communication assistance system and method.

BACKGROUND OF THE INVENTION

Field of the invention

The present invention is directed to a system and a method that allows a requestor to contact a user of a communication apparatus and, in particular, to a system and a method that provides a wireless directory and other information assistance services.

Description of Related Art

Despite the proliferation of wireless communication devices such as cell phones, portable pager or pager and the like, there is currently no way to obtain a user's wireless telephone or portable pager identification number, as there are. for traditional information services of business and residential phone numbers, for example, by dialing "411" or by using a global communication network such as the Internet to access a phone book or "white pages" online or online.

In part, this lack of information about wireless devices is due to the multitude of service providers offering wireless services, and the different methods by which service providers store device identification numbers for wireless devices. This problem is also caused by the distribution arrangement introduced among many customers in the organization and wireless device service providers, in which the wireless device service providers assign a block of wireless devices and identification numbers to the customer, without specifically tracking the particular individuals, such as employees, to whom those devices have been distributed. Typically, an organization customer will be listed in the service provider's database, as opposed to each individual wireless device carrier or holder. Thus, there is currently no efficient way to determine the specific individual holder of a wireless device in the context of an organization's customer.

Furthermore, there has traditionally been no commercial demand for the establishment of a repository of information, such as a phone book directory or white pages, for subscribers of wireless devices, because wireless service providers have typically assumed that subscribers They would not want to see their identification numbers published. This is primarily the result of the cost of receiving unwanted calls on your wireless devices, due to typical billing arrangements where the user of the wireless device is billed for his or her inputs or referrals, i.e. calls and messages received.

Current telephone assistance systems generally provide information to a requester or calling party about land-based listings or subscribers to land-based service providers. In them, a petitioner calls the system, where he is greeted by a consumer service representative, who looks up information about a land-based subscriber and passes the information on to the petitioner.

A disadvantage of the current telephone assistance system is that the available listings of land-based subscribers do not include an exhaustive listing of wireless subscribers. Due to concerns such as privacy issues surrounding wireless systems, as well as party billing, wireless service providers do not automatically issue wireless phone number listings in traditional directory assistance databases. .

Another disadvantage of current telephone assistance systems is that they fail to use profitably the period between the time the requested information is retrieved from a consumer service representative and the time the petitioner receives the request. information requested. This period is referred to as the closure period, and in it the directory assistance service provides the subscriber with a closure notice or report. Typically, this closing part consists of a single recorded message, in the familiar style “We are putting you in touch with NPA.nxx.xxxx. Thank you for using XYZ ”, where XYZ is the name of the petitioner's service provider.

As a result, it is desirable to have a system and a method that allow the efficient acquisition of the data necessary to create and maintain a database that identifies the true holders of wireless devices and their identification numbers, in a way that enable rapid retrieval by an operator or other communication interface technologies, such as, for example, the WAP (wireless applications protocol), Internet search or voice recognition systems. On the other hand, it is also desirable to have a system and a method that allows an individual who so requests to be connected to the wireless device, such that they can intervene in communications with the user of the wireless device in a way that does not require the disclosure of the number of

ES 2 364 280 T3 identification of the wireless device. Thus, it is desirable to preserve the confidentiality that currently exists in the identification numbers of wireless devices, unless the user of the wireless device authorizes the disclosure of the identification number.

Document WO 95/15045 describes a communication assistance system, in which when a caller requests an unlisted number, he is notified that it is not listed by the agent and is then offered the possibility to leave the party desired not listed a message instead of being connected.

Document EP-A-0781026 describes a communication assistance system according to the preamble of claim 1.

It is also desirable to create a system capable of using the closing period profitably and thus adding to the functional capabilities offered by the notification property or closing part.

It is, furthermore, desirable to have a system and a method that make possible a billing mechanism arranged in such a way that the individual who so requests pays the cost of the call, the notification message on a portable pager, and the like. to the user of the wireless apparatus, such that the user of the wireless apparatus incurs no cost for receiving the incoming or afferent communication.

SUMMARY OF THE INVENTION

The present invention advantageously provides a system and method that facilitate the efficient acquisition of wireless subscriber information, preferably wireless subscriber information, which allows for a specific correlation between the subscriber and his / her identification number. wireless responder device. The subscribers referred to throughout the Request refer to any individual or company entry whose information is stored for retrieval by the system. The database of the present invention is preferably populated with information about these subscribers, in order to formulate a database of wireless subscribers or wireless white pages, as well as land-based subscribers. The term "subscribers" does not refer to subscribers to this system and, while there are payment features available in the system, the term "subscribers" refers to any subscriber of wireless and land-based services, preferably those who wish to appear listed, or already are, in this system database.

The present invention advantageously provides information on this subscriber including, for example, their wireless device data intended to be collected through an electronic system such as a global computer network, for example the Internet, through systems based in telephony, such as voice and fax, and similar systems.

Additionally, the present invention provides a system and method for maintaining and updating subscriber information, by offering an incentive-based program that subscribers can access and correct or update their own entries in the database. , in order to receive incentives such as free services or other promotional rewards.

For this purpose, when a listing is created for a subscriber, various items of information are collected by the system database, which are placed in appropriate listing table fields, allowing the system to not only maintain wireless white pages , but also provide special features based on the additional information. This data includes, among other things: the name, the name listed in the directory, the address, defined locally, the landline telephone number and the email address of the subscriber, the company for which the subscriber works, the subscriber's wireless carrier or operator, the the subscriber's wireless number (such as their cell phone number), the connection field of the wireless apparatus identification number (WAIN), special features such as group connection information, data type, listing data source, wireless (or non-wireless) identifier, Special and General Announcement fields, preliminary announcement information, special services information, and license plate information .

The subscriber data source refers to where the system database received this subscriber information from, eg, wireless service providers, group connection accounts, personal contact list entries, and so on. The Special and General Announcement fields refer to the closing party code fields that are selected to be reproduced for the subscriber prior to the termination of the call, and may possibly include cross or cross references to other services offered by the system. Closing part codes identify a corresponding closing part that is provided to a petitioner after a consumer service representative has responded to the petitioner. The Directory Listed Name field allows a wireless device subscriber, if so chosen, to select a listing name different from the actual name of the wireless device owner.

In another embodiment of the present invention, the system provides additional services beyond wireless white pages. These services may include, but are not limited to: addresses, searches by

ES 2 364 280 T3 categories based on subscriber listing field information, restaurant recommendations or reservations, movie tickets and schedules, and services in preferred language.

Additionally, some general information is provided to the system, too, about the requester, such as the information that is received when the call comes in. This information may include the petitioner's home phone number, the DNIS (Dialed Number Identification String) marked by the petitioner, the petitioner's operator and other similar information, and / or a preferred language. based on the initial number dialed to enter the system.

The present invention also advantageously provides a system and method that enables a requesting individual to connect with the subscriber of the wireless apparatus in a manner that does not disclose the subscriber identification number of the wireless apparatus. Contact is preferably facilitated by calling a petitioner to a national information number in a manner similar to that used with the traditional “411” system. However, instead of being provided the phone number and / or the option to have your call completed to the subscriber of the wireless device, the number of the subscriber of the wireless device is not disclosed to the requester, and the call, message or similar , is completed directly.

Alternatively, it is also within the scope of the present invention to complete a call between a requester and a subscriber in such a way that the subscriber's number is not disclosed to either the requester or the consumer service representative. In this case, the system may mask the Wireless Device Identification Number (WAIN) or any portion thereof from the consumer service representative, while still providing the representative with the ability to complete the call. This feature provides added security to the subscriber's WAIN and prevents the consumer service representative from accidentally revealing the subscriber's WAIN to the requester.

The system and method of the present invention additionally provide a billing and revenue allocation procedure that allows the cost of communication with the subscriber of the wireless apparatus to be charged to the requesting person, that is, the person who communication starts.

Furthermore, the system and method of the present invention advantageously provide a mechanism that allows a wireless service subscriber to receive a pre-call announcement, which identifies the requesting caller. The pre-announcement is preferably transmitted to the subscriber in the form of an audio or text and data message, which identifies the caller. An example of a pre-text announcement would be to move the phone number of the originating party to the destination wireless device. In this way, the subscriber is given the opportunity to accept and answer the call, or to reject the call. In the event that the call is rejected, the caller receives a message from the system in which the caller is informed that the subscriber has not accepted his call and is also preferably invited to leave a message for the subscriber.

The system and method further provide a dynamically controlled closing part or notification feature, which selects an appropriate closing part from a variety of stored responses, based on information from both the requester and the subscriber list. This information includes closing party codes stored in the Special and General Announcement fields of the subscriber table; override or cancel module functions as specified by the system administration and the information contained in the call completeness data table. The call completion data table includes information such as the number dialed by the petitioner, the data source of the requested list, the type of data requested, the requested service, the preferred language or the NPA / NXX (Plan Area Numbering (area code) / (number interchange code)) of the destination number, and / or additional fields as needed. Using the information from these sources, the present invention is capable of producing an individualized closing part for a petitioner. The system then transmits the selected closing part as an audio or text message or other multimedia message to the requester. This feature operates to customize the closing portion for a specific caller, increasing the advertising capacity and associated promotional revenue of the closing party or notification feature.

The present invention relates to a communication assistance system intended to provide access to information corresponding to a plurality of subscribers. The system comprises:

a telephony switch, designed to receive calls from a plurality of requestors who wish to access said information corresponding to the subscribers;

a call center, connected to said telephony switch in order to route each of said calls received from said requestors to an operator terminal, which is operated by a consumer representative;

a first database, connected to said operator terminal and configured to store said information corresponding to each of said subscribers, including telephone numbers of each of said subscribers; and a notification module or closure part, connected to said first database in order to generate a closure part code from a plurality of available closure part codes, associated with

ES 2 364 280 T3 a desired closing party message for said petitioners.

On the other hand, the system database comprises a listing table associated with each of said subscribers. The listing table further comprises a field of wireless telephone numbers, configured to store wireless telephone numbers of said subscribers.

Furthermore, the listing table additionally comprises a Special Announcement field, configured to store a notification code or closing part associated with a Special Announcement closing part that said subscriber wishes to provide to each of the petitioners.

The listing table further comprises a General Announcement field, configured to store a closing part code associated with a General Announcement closing part intended to be provided to said requesters.

The Special Announcement represents a recorded message associated with the subscriber.

The General Announcement represents a recorded message associated with the type of service that subscriber provides.

The Special Announcement represents commercial messages corresponding to services offered by said subscribers.

The closing part of the Special Announcement consists of an audio message.

The closing part of the Special Announcement is a multimedia message.

The Special Announcement represents information corresponding to additional services provided in relation to said subscriber.

On the other hand, the subscriber is a supplier of goods or services and said Special Announcement corresponds to an invitation to a petitioner to order said goods or services. Such goods are tickets to an event, including movies.

In addition, the subscriber is a restaurant and said Special Announcement is an invitation to make reservations at said restaurant.

The system of the invention further comprises a closure part or notification storage module, connected to said closure part module and configured to store a plurality of closure part messages, each of which is associated with a closure part code provided by said closure part module.

Such a system further comprises a cancellation module, connected to said closure part module, such that said notification module generates closure part codes corresponding to announcements provided by administrators of said communication assistance system.

The announcements provided by the administrators of said communications assistance system comprise cross-sell announcements that refer to other features and services provided by said communications assistance system.

The closure party module generates a call completion data packet intended to be transmitted to said telephony switch. The call completion data packet further comprises the requester's home telephone number, the subscriber's telephone number, and closing party codes corresponding to closing party messages intended to be provided to said subscriber.

The closure part module further comprises a call completion data table that stores information necessary to populate said call completion data packet.

The present invention also relates to a directory assistance system, intended to provide subscriber information to requestors for communication with said assistance system. Such a system comprises:

a telephony switch, designed to receive calls from a plurality of requestors who wish to access said information corresponding to the subscribers;

a call center, connected to said telephony switch in order to route each of said calls received from said requestors to an operator terminal, which is operated by a consumer representative;

a first database, connected to said operator terminal and configured to store said information corresponding to each of said subscribers, including telephone numbers associated with each of said subscribers; and a communications interface for dumping or emptying the database, such that said interface is configured to receive instructions from said subscribers in order to allow said

ES 2 364 280 T3 subscribers modify their corresponding information contained in said first database.

Furthermore, the communications interface comprises a customer service representative system of the operator, configured to receive telephone calls from said subscribers.

The system additionally comprises an operator dump database, connected to said consumer service representative system and configured to store said modified information from said subscribers.

The system further comprises a synchronization technology unit, connected to said dumping database unit. The synchronization technology unit is additionally connected to said first database and configured to synchronize said subscriber modifications with data stored in said first database.

The communications interface comprises:

an Internet connection interface, configured to receive modified information from said subscribers through said Internet connection; and an Internet dump database, connected to said Internet connection interface for storing in order to store said modified information received from said subscribers.

The Internet dump database is connected to a synchronization technology unit, in order to synchronize said stored modified data with the data stored in said first database.

The system further comprises a reward database, configured to store reward information corresponding to a plurality of said subscribers who modified their information.

The system of the invention additionally comprises a master or main dump database, connected to said communication interface unit and configured to receive and store modifications of the subscriber information.

The system comprises a synchronization technology unit connected to said master dump database.

The synchronization technology unit is further connected to said first database and configured to synchronize said subscriber modifications with data stored in the first database.

The system comprises a reward database, configured to store reward information corresponding to a plurality of said subscribers who modified their information.

Furthermore, the present invention relates to a communication assistance system, intended to provide access to information corresponding to a plurality of subscribers. The system comprises:

a telephony switch, designed to receive calls from a plurality of requestors who wish to access said information corresponding to subscribers;

a call center, connected to said telephony switch in order to route each of said calls received from said requestors to an operator terminal, which is operated by a consumer representative;

a database accessible by said operator terminal and configured to store said information corresponding to each of said subscribers, including telephone numbers of each of said subscribers; and a dial string translator, connected to receive dial strings dialed by each of said plurality of requestors and translate said received dial strings into a corresponding sequence of digits, associated with a service provided by said communication assistance system.

The dial string translator generates a digital string within said sequence of digits that represents a telephone operator switchboard that handles a call made by each of said requestors.

The dial string translator generates a digital string within said sequence of digits, which represents a specific language that will be used by said system when communicating with said requester.

The call center routes a phone call from a petitioner to an operator terminal run by a consumer representative who is able to converse in the specific language.

ES 2 364 280 T3

The switch is configured to generate an incoming call information record, containing a preferred language code field, intended to store said dial string associated with said specific language.

The call information record additionally comprises a number field dialed by the requestor, intended to store the number dialed by each of said requestors.

The call information record additionally comprises a field of the originator's telephone number, intended to store the number from which each of said requestors has dialed.

The system additionally comprises a plurality of call switchboards, remotely or remotely connected to each other by means of a communication channel, in such a way that each of said call switchboards is capable of routing a received telephone call. from each of said petitioners to another of said call centers.

The invention also relates to a billing system for a communication assistance system that provides access to information corresponding to a plurality of subscribers. Said system comprises:

a telephony switch, designed to receive calls from a plurality of requestors who wish to access said information corresponding to subscribers;

a call center, connected to said telephony switch in order to route each of said calls received from said requestors to an operator terminal, which is operated by a consumer representative;

a database accessible by said operator terminal and configured to store said information corresponding to each of said subscribers, including telephone numbers of each of said subscribers; and a billing record database, connected to said switch and configured to store information corresponding to the amount of time the requester was connected to each of said subscribers.

The billing record database further comprises information corresponding to each service provider that respectively handled a call between a requester and a subscriber.

The billing record database is configured to send stored information regarding billing records to a service provider that handled said call for said requester, in such a way that said requester is billed for the charges associated with said call. between said petitioner and said subscriber.

Said charges include the time of the connection used by said subscriber during said call between said petitioner and said subscriber, as well as roaming charges and fees or rights associated with the use of a connection schedule by said subscriber.

Furthermore, the present invention relates to a communication assistance system intended to provide access to information corresponding to a plurality of subscribers. The system comprises:

a telephony switch, designed to receive calls from a plurality of requestors who wish to access said information corresponding to subscribers;

a call center, connected to said telephony switch in order to route each of said calls received from said requestors to an operator terminal, which is operated by a consumer representative;

a listing database, connected to said operator terminal and configured to store said information corresponding to each of said subscribers, including telephone numbers of each of said subscribers and a connection field that stores information that gives instructions to said communication assistance system on whether to disclose a subscriber phone number to a petitioner.

The connection field further comprises information that instructs said communication assistance system as to whether to disclose said subscriber telephone number to a consumer representative who is handling a request by a petitioner.

Said listing database additionally comprises a pre-announcement field that contains instructional information about whether a subscriber requires to be notified of a requester's identification information before a call from said requester to said requester is completed. subscriber.

The communications assistance system further comprises means for receiving instructions from said subscriber as to whether to accept a call originating from said subscriber.

ES 2 364 280 T3

Furthermore, the invention relates to a communication assistance system intended to provide access to information corresponding to a plurality of subscribers. The system comprises:

a telephony switch, designed to receive calls from a plurality of requestors who wish to access said information corresponding to subscribers;

a call center, connected to said telephony switch in order to route each of said calls received from said requestors to an operator terminal, which is operated by a consumer representative;

a listing database, connected to said operator terminal and configured to store said information corresponding to each of said subscribers, including telephone numbers of each of said subscribers; and a processor, configured to transmit notification messages to said subscribers in such a way that updates are received for each listing corresponding to each of said subscribers.

The processor transmits said notification messages in response to the discovery of a listing error in said listing database.

The system further comprises a service provider configured to take over the calls made by a plurality of said subscribers. Said service provider transmits modification messages to said telephony switch in correspondence with changes associated with said directory listing of each of said subscribers.

The system additionally comprises a communication interface unit, configured to receive modification signals from said subscribers in order to modify said directory listing corresponding to each of said subscribers.

The system further comprises a reward database, configured to keep track of the rewards offered to each of said subscribers modifying a corresponding one of said directory listings.

The system additionally comprises a Voice Response Unit, configured to receive telephone calls from said subscribers that modify a corresponding one of said directory listings in response to the invitations or instances provided by said Voice Response Unit. Said Voice Response Unit is configured to record responses made by said subscribers that modify a corresponding one of said directory listings through interaction with a consumer representative.

Notification messages are transmitted through a plurality of communication channels from a list that includes voice and data channels, WAP, SMA, instant messaging, and live chat or chat.

The system additionally comprises a second database comprising lists of personal contacts of each of said subscribers.

The processor populates said first database with information contained in said second database.

The present invention further relates to a communication assistance system intended to provide access to corresponding information to a plurality of subscribers. Said system comprises:

a telephony switch, designed to receive calls from a plurality of requestors who wish to access said information corresponding to subscribers;

a call center, connected to said telephony switch in order to route each of said calls received from said requestors to an operator terminal, which is operated by a consumer representative;

a first database, connected to said operator terminal and configured to store said information corresponding to each of said subscribers, including telephone numbers of each of said subscribers and the license plate number corresponding to the vehicle of said subscriber.

The system additionally comprises a processor designed to search in said first database for said license plate number, in order to retrieve other stored information corresponding to each of said subscribers.

The invention relates to a communication assistance system intended to provide access to information corresponding to a plurality of subscribers. The system comprises:

a telephony switch, designed to receive calls from a plurality of petitioners who wish to

ES 2 364 280 T3 accessing said information corresponding to subscribers;

a call center, connected to said telephony switch in order to route each of said calls received from said requestors to an operator terminal, which is operated by a consumer representative; and a database directory listing, which stores information corresponding to each of said subscribers, in such a way that said information includes a Special Services field, associated with services provided by said subscriber, in such a way that it allows a search in said database to find any one of said services.

The database directory listing additionally comprises a Device Capabilities field, associated with the capabilities of a wireless device corresponding to each of said subscribers. Said database directory listing further comprises a Defined Location field associated with a preferred location of the subscriber. The database directory listing additionally comprises a Billing Information field associated with information corresponding to each of said subscribers.

The Billing Information field contains instructions associated with making the requester or subscriber responsible for calls made by a requester to a subscriber.

The database directory listing includes an NPA / NXX field that contains information indicating whether a requester is calling from a wireless device or a land line device.

The database directory listing additionally includes a Pre-Announcement field that contains information indicating whether a requester is previously advertised before the voice connection is made to a subscriber.

Said Pre-Announcement field is set by default to inactive state when said requester is calling from a land line device, and said Pre-Announcement field is set by default to active state when said requester is calling from a wireless device.

Said pre-announcement is made to a subscriber by means of audio and visual messages, depending on the preference of said subscriber.

The system additionally comprises a Voice Response Unit, intended to store pre-announcement messages that are reproduced according to the information contained in said Pre-Announcement field.

The Voice Response Unit stores a requester name for the purpose of announcing said requester name to a desired subscriber for acceptance by said subscriber of a call from said requester.

On the other hand, the invention relates to a communication assistance system designed to provide access to information corresponding to a plurality of subscribers, in such a way that the system comprises:

a telephony switch, designed to receive calls from a plurality of requestors who wish to access said information corresponding to subscribers;

a call center, connected to said telephony switch in order to route each of said calls received from said requestors to an operator terminal, which is operated by a consumer representative; and a database directory listing, which stores information corresponding to each of said subscribers, such that said information includes a Rate Plan field associated with billing rates corresponding to each of said subscribers.

Said Rate Plan field additionally comprises information related to the billing charges corresponding to various characteristics associated with each of said subscribers.

In a further embodiment, a communication assistance system for providing access to information corresponding to a plurality of subscribers, according to the invention, comprises:

a telephony switch, designed to receive calls from a plurality of requestors who wish to access said information corresponding to subscribers, in such a way that said switch is configured to generate a record of incoming call information, which contains a Feature Code field associated with a subscription or subscription rate plan corresponding to each of said petitioners;

a call center, connected to said telephony switch in order to route each of said calls received from said requestors to an operator terminal, which is operated by a consumer representative; and a database accessible by said operator terminal and configured to store said information corresponding to each of said subscribers, including telephone numbers of each of said

ES 2 364 280 T3 subscribers.

The subscription fee plan includes a flat-rate subscription fee, corresponding to various features and services provided by said system. Said flat rate varies depending on the type of services subscribed by the subscriber.

The invention further relates to a communication assistance system intended to provide access to information corresponding to a plurality of subscribers, in such a way that the system comprises:

a telephony switch, designed to receive calls from a plurality of requestors who wish to access said information corresponding to subscribers;

a call center, connected to said telephony switch in order to route each of said calls received from said requestors to an operator terminal, which is operated by a consumer representative;

a first database, connected to said operator terminal and configured to store said information corresponding to each of said subscribers, including telephone numbers of each of said subscribers; and a call completion table, connected to said telephony switch, such that said call completion table contains lower-cost routing information for connecting said requesters to a desired subscriber.

Said call completeness table additionally includes information for said telephony switch, in order to select an efferent trunk group considered the most efficient to route a call to a subscriber.

A communication assistance system intended to provide access to information corresponding to a plurality of subscribers, according to the invention, comprises:

a telephony switch, designed to receive calls from a plurality of requestors who wish to access said information corresponding to subscribers;

a call center, connected to said telephony switch in order to route each of said calls received from said requestors to an operator terminal, which is operated by a consumer representative;

a first database, connected to said operator terminal and configured to store said information corresponding to each of said subscribers, including telephone numbers of each of said subscribers;

a communications interface, designed to receive requests for directory assistance through a requester's computer terminal; and an access database, containing a plurality of access numbers corresponding to the telephone list of each of said subscribers, in order to provide an access number assigned to a requester who is requesting a subscriber telephone number.

The system further comprises means for providing said assigned access number to a communication terminal employed by said requester. The assigned access number provides, when dialed, access to said telephony switch and said access database, in order to retrieve a corresponding subscriber telephone number for the completeness of the call by said telephony switch.

The communication terminal used by said petitioner is a handheld wireless device.

The communication terminal used by said petitioner is a personal computer.

Other features and advantages of the present invention will become apparent from the following description of the invention, which makes reference to the accompanying drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

For the purpose of illustrating the invention, some forms that are preferred at the present time are shown in the drawings, it being understood, however, that the invention is not limited to the precise arrangements and instrumentations shown.

Figure 1 is a diagram of a communication assistance system of the present invention, in accordance with one embodiment of the present invention;

Figure 2 is a diagram of an alternate example hardware or physical device configuration of a communication assistance system shown in Figure 1, in accordance with one embodiment of the present invention;

Figure 3 is a diagram of another alternate example of the hardware configuration of a control system.

ES 2 364 280 T3 communication assistance shown in Figure 1, in accordance with one embodiment of the present invention;

Figure 4 is a diagram of the fields of an incoming call information record in accordance with one embodiment of the present invention;

Figures 5A-5E are diagrams of a first embodiment of tables used to create and organize the primary identification database in accordance with one embodiment of the present invention;

Figure 6 is a field diagram of the Wireless Apparatus Identification Number (WAIN) connection field of a listing table illustrated in Figure 5A, according to one embodiment of the present invention;

Figure 7 is a diagram of a notification module or closure part according to an embodiment of the present invention;

Figure 8 is a diagram of the fields of a call completeness data table of a closure party module, in accordance with one embodiment of the present invention;

Figure 9 is a diagram of the fields of a call completion data packet, in accordance with one embodiment of the present invention;

Figure 10 is a flow chart showing the operation of the system in accordance with one embodiment of the present invention;

Figure 11 is a diagram of a first embodiment of an arrangement used to create and maintain a database of WAIN listings, in accordance with one embodiment of the present invention;

Figure 12 is a diagram of a second embodiment of an arrangement used to create and maintain a database of WAIN listings, in accordance with the present invention;

Figure 13 is a diagram of an example of the components used to provide access to an Internet dump or dump database, in accordance with one embodiment of the present invention; ^Y

Figure 14 is a diagram of an example of the components used to provide access to a master dump database, in accordance with one embodiment of the present invention.

Figure 15 is a diagram of an example of the components used to provide access to the WAIN database through a speech recognition portal, while still maintaining the confidentiality of the listings.

Figure 16 is a diagram of an example of the components used to provide access to the WAIN database via Internet access, while still maintaining the confidentiality of the listings.

Figure 17 is a diagram of an example of the components used to provide access to the WAIN database through a WAP (wireless application protocol) portal, while still maintaining the confidentiality of the listings.

DETAILED DESCRIPTION OF EMBODIMENTS OF THE INVENTION

System structure

Referring now to the drawings, in which the same reference numerals refer to similar elements, a communication assistance system 2 according to an embodiment of the present invention is shown in Figure 1. System 2 allows Submitter 4 to initiate communications with Wireless Device 6, even if Submitter 4 does not know the identification number of Wireless Device 6. Wireless Device 6 refers to a wireless device used by a subscriber to a wireless service, and will be used throughout the Application to refer to the wireless device that Submitter 4 is trying to reach. Requesters 4 can access System 2 through a cable line Local Exchange Carrier (LEC) and / or an Inter-Exchange Carrier (Inter-Exchange Carrier), through a wireless operator (which includes both voice and data access) or via Internet connection. The wireless devices 6 can be any known wireless communication device, including cell phones and modems [modulators-demodulators], portable pager or pager, PCS phones and modems, RIM Blackberry devices, PDA [Personal Digital Assistant - "Personal Digital Assistant ”] Wireless, instant messaging devices, SMS devices [Short Messaging Service] and the like.

While the present invention is described in terms of a system and method that accept wireless devices, the invention is not limited thereto. It is contemplated that the present invention may be implemented to suit any device, including those for which there is no published identification directory, for example, a Personal Digital Assistant (PDA) with voice communication capabilities, etc.

The Communication Assistance System 2 is preferably connected to one or more Service Providers 26, directly through the wireless MSC (Mobile Switching Center) 8 or through a public telephone network switched (PSTN - “public switched telephone network”)

10.

In general, Wireless Devices 6 communicate with System 2 through a PBX.

ES 2 364 280 T3

Mobile Switching (MSC) 8, as shown in Figure 1. Although not shown, the possibility that Wireless Device 6 can communicate with System 2 through an MSC 8 connected to a PSTN is contemplated

10. Similarly, Submitter 4 can communicate with System 2 through an MSC 9 directly connected to System 2, that is, without the need to communicate through PSTN 10, as shown in Figure 2.

As shown in Figure 1, System 2 is preferably composed of one or more switches and integrated voice response units (VRU) 12 (the VRU may be autonomous rather than integrated according to described in the above), Billing Databases 14, Primary Call Centers 16, Databases 18 of Wireless Apparatus Identification Number (WAIN) listings and a plurality of Operator Terminals 20, which operate an Agent Application 19 that accesses Enhanced Service Modules 21 that can be operated by an agent, a Closure Party Storage Module 13, a Call Completeness Table 17, a Wide Area Network 25, Closure Party Modules 27, connected to Agent Applications 19, and some Computer Telephony Interfaces 29. In particular, the Billing Database 14 is connected to the WAN [“Wide Area Network”] 25 and can be connected to any component of System 2. Units 12 are connected to Mobile Switching Units (MSCs - “Mobile Switching Centers ”) 8 and PSTN 10, as well as the Primary Call Center 16. The Primary Call Center 16 is also connected to at least one Operator Terminal 20 and a Wireless Device Identification Number (WAIN) List Database 18.

The connection between the Primary Call Center 16 and the Operator Terminal 20 is such that voice communication is transmitted directly between the two and data information is transmitted through a Computer Telephony Interface 29. This can also be achieved by means of in-band signaling, as will be explained later. The Operator Terminal 20 is not only connected to the Database 18 of Wireless Device Identification Number Listings (WAIN), but it is also connected to other databases and software or programming application modules.

Figure 2 shows an alternate example of a hardware or physical device configuration of System 2 in accordance with another embodiment of the present invention. It is understood that the operation and method described below are easily implemented using the hardware arrangement of Figure 1 or any other hardware arrangement contemplated by one of ordinary skill in the art. While this is the preferred embodiment, it is contemplated that the operation of System 2 and the method of interaction between System 2 and Submitter 4 is not based on the inclusion of all of the elements described above.

As shown in Figure 2, the Primary Call Center 16 may be additionally connected to the PSTN 10 for reinforcing the routing of calls through the PSTN 10. In addition, Figure 2 shows an example of Service Provider 26, composed of a Radio Tower 24 and an MSC 8. Of course, in the event that the Service Provider 26 is a land-based local exchange carrier or operator, the Radio Tower 24 is not necessary and the wireless operator MSC 8 can be any type of switching device. high-capacity network (the cable line operator is shown in Figure 1). In the event that the Service Provider 26 is a provider of Voice Over IP [Internet Protocol “Internet Protocol”] (VoIP - “Voice over IP), the Radio Tower 24 is not necessary and the Mobile Switching Switchboard ( MSC) 8 can be any type of device capable of transmitting calls with an IP protocol.

In a preferred embodiment of the present invention, a plurality of call centers, such as System 2 and System 2 ', illustrated in Figures 1, 2 and 3, may be strategically located at various geographic locations throughout the country. For example, each call center, System 2 or System 2 ', may be located in a major metropolitan area, spread throughout the United States. Each call center is configured to handle the call traffic that has been designated to that call center, which can include all possible types of calls.

Additionally, as reflected in Figure 2, each System 2 or 2 'can be connected to other call centers, in such a way that all Systems 2 or 2' are connected. This connection can be achieved by connecting or joining the Primary Calling Units 16 of the various Systems 2 through high capacity telephone cables, such as T1 lines 23 or other comparable facilities including the PSTN 10. It is also within the scope of this invention that these connections can be established through the use of a Virtual Private Network (VPN - "Virtual Private Network") or other comparable technology.

In operation, a Primary Call Center 16 receives calls forwarded from the Primary Call Center 16, in the event that System 2 is experiencing operational problems or a volume of requests that exceeds its capacity. An important benefit provided by this arrangement is that System 2's Primary Call Center 16 'is capable of acting as an overflow unit for System 2's Primary Call Center 16, in the event that System 2 you are experiencing technical difficulties or a high volume of calls. This configuration allows the Primary Call Center 16 to route calls to the Primary Call Center 16 'during periods of high volume, even when

ES 2 364 280 T3 eventuality of an interruption in the direct primary connections of System 2, as described above.

Another component of system 2 or 2 'is the Call Completeness Table 17. The Call Completeness Table 17 allows Switch 12 to select an efferent trunk group that can most efficiently route the call to its final destination. For example, if Submitter 4 requests a traditional directory assistance listing (ie, a wireline residential or business listing), Service Provider 26 or Submitter 4 may prefer to complete these calls over their own network. In this case, Call Completeness Table 17 will select an efferent trunk group for Requester 4's Service Provider 26. In the event that Petitioner 4 requests a listing of Wireless Apparatus Identification System (WAIN) numbers from a Wireless Apparatus 6, he may more desirably complete the call through the wireless device network. Wireless Device 26 Service Provider 6. In this case, Call Completeness Table 17 will select a direct efferent trunk group for Wireless Device 6 Service Provider 26.

Call Completeness Table 17 also allows programming of multiple outbound or efferent routes for each call depending on, but not limited to, the time of day, Service Provider 26 of Requester 4, Service Provider 26 of Device Wireless 6, the corresponding transmission speeds for each Service Provider, and the time of day and NPA / NXX of the destination.

Although not shown, it is within the scope of this invention that System 2 'may contain a Switch 12' that will be connected to call centers 16 '. It is appreciated that Figure 2 illustrates some of the relevant modules of System 2 ', without showing all of the components that are described with reference to System 2. In this way, for example, the Call Center 16 'has been illustrated in Figure 2, together with the Computer Telephony Interface 29', the Operator Terminal 20 ', the Database 18' of Identification Numbers of Wireless Device (WAIN), Agent Application 19, Enhanced Service Module 21 ', Lines 23 and System Lock Part Module 27' 2 '.

The WAIN Listing Database 18 and the WAIN Listing Database 18 'are arranged in a similar manner and are preferably mirror images of each other. Although the Operator Terminal 20 is not shown directly connected to the Primary Call Center 16 'and the WAIN List Database 18', the Operator Terminals 20 can be coupled, in this way, through the WAN 25 Or, they can access the Call Center 16 'and the Database 18' through the Primary Call Center 16, as shown in Figures 1, 2 and 3. This solves situations where Database 18 is out of service on System 2, such that Operator Terminal 20 completes the call using information stored in Database 18 '.

This provision for the interconnection of all Systems 2 and 2 'also makes possible benefits of time lag, in such a way that some localities, when they experience low call traffic, can close during the night, which allows a System 2 'located in a zone or temporary use earlier, take care of calls. For example, a Call Center System 2 located in New York may close between 2 a.m. and 6 a.m., and allow a Call Center System 2 located in California or Hawaii to take over. of calls. This not only allows for time lag, but also enables employment / staff management benefits, by allowing service managers to hire staff in areas where conditions are the most advantageous. For example, a system 2 call center located on the East Coast may route a significant portion of its call traffic to a System 2 call center system in the Midwest, located in an area where it is easier to put on payroll. and train the required number of employees.

The links that connect the various components of System 2 with each other and with Service Providers 26 through the Mobile Switching Center (MSC - “Mobile Switching Center”) 8 and the Public Switched Telephone Network (PSTN - “ Public Switched Telephone Network ”) 10 may be any known voice and / or data communication technologies, including wide area networking and local area networking communication technologies, for example, digital subscriber lines (DSL -digital subscriber lines ”), digital T-1s, rental lines, satellite or wireless links, Integrated Services Digital Network (ISDN-“ Integrated Services Digital Network ”) circuits, mode asynchronous transfer mode (ATM - "asynchronous transfer mode"), Ethernet, ring network, fiber distributed data interface (FDDI - "fiber distributed-data interface") and the like. It is also presumed that the various components of System 2, Service Providers 26, and PSTN 10 are arranged with appropriate communication hardware interfaces to transmit and receive data over the communication links. For example, Wireless Service Providers 26 can interface directly with System 2 through hardware of the Mobile Switching Center (MSC - “Mobile Switching Center”) 8, connected directly with System 2 Switch 12. Switches 12 can be any switches that preferably include an integrated voice response unit. Many functions that Switches 12 perform are known to those of ordinary skill in the art and include routing telephone calls between trunks, converting from one type of signaling to another, such as between a digital signage system,

ES 2 364 280 T3 signaling in multiple frequencies of double tone (DTMF - “dual-tone multi-frequency”), signaling in multiple frequencies (MF - “multi-frequency”), ISDN, SS7, etc., as well as the capture the length or duration of the call and the destination data for billing, etc.

As shown in Figures 1, 2 and 3, when a call arrives at Switch 12, the call is identified by a DNIS [Dialed Number Identification String - "Dialed Number Identification String"], which refers to the number dialed by the requester, such that it is possible to route Call Completion Data Packets 50 (Figure 9) to the correct Switch 12 in order to complete the call, as will be explained here in greater detail later.

Upon initiating the completion of a call, Switch 12 is configured to pass Submitter 4's originating telephone number and / or the number dialed by Submitter 4 to MSC 8 or PSTN 10, for delivery to the Device. Wireless 6. This enables the Wireless Apparatus 6 to display the afferent calls.

Additionally, as shown in Figures 1 and 2, Switch 12 maintains an integrated voice response unit for use with a pre-announcement feature. Once Switch 12 receives a Call Completion Data Packet 50 and reads the Pre-Announcement field 59, Switch 12 is instructed as to whether the pre-announcement feature is to be implemented. In the event that pre-announcement field 59 is configured to deliver an announcement to Wireless Device 6, Switch 12 will pass a message to Wireless Device 6 indicating an incoming call with an announcement attached.

A possible embodiment of this invention will be to pass the number dialed by Requester 4 from Switch 12 to Wireless Device 6 in order to indicate an incoming advertisement. An example of a possible announcement is to have Switch 12 initiate an audio request for Submitter 4 regarding his message, preferably his name, such that the name of the petitioner is recorded and transmitted to Wireless Device 6, so that the subscriber who is using the Wireless Apparatus 6 can determine in advance whether or not he wishes to accept the call. The ability to support the "pre-announcement" message options is programmed into Switches 12, and control commands are indicated for Switches 12, as will be discussed in greater detail herein below.

As shown in Figure 3, if link released trunk communication is being used between Switch 12 and MSC 6, then the Voice Response Unit (VRU) for the pre-announcement may reside between MSC 8 and Wireless Apparatus. 6. It is also contemplated by the present invention that this announcement may be initiated prior to the release of the call. For the purposes of this invention, the Voice Response Unit (VRU) will refer to any hardware and software combination that allows the recording and / or delivery of voice messages.

For Figures 1, 2 and 3, the subscriber can indicate acceptance of the communication request in any appropriate way, for example, by using a command or by doing nothing and waiting for the expiration of a predetermined period of time. Conversely, issuing an order or taking no action can be used to reject a communication request. In the event that the subscriber does not wish to accept the communication request, the Switch 12 may transmit a message to the Requester 4 indicating that his communication request has been denied. Additionally, System 2 may prompt or invite Requester 4 to record a message intended to be delivered to, and / or retrieved and reproduced by, the subscriber of Wireless Device 6. Preferably, a fee is charged for this recording service. . Optionally, the subscriber of Wireless Apparatus 6 may record a message intended to be delivered to Requester 4.

Alternatively, if Service Provider 26 provides capability for such a feature, the "pre-announcement" feature may be provided based on Requester 4's home phone number, such that instead of Wireless Device 6 receive a “pre-announcement” voice recording, what you receive is a text message that visually presents Petitioner's phone number 4, or additional information such as your name if available. This information provides Wireless Apparatus 6 with adequate information to determine whether or not it wishes to accept the call. Using the same confirmation method as set forth above, Wireless Device 6 can accept or decline the connection with Submitter 4.

Additionally, as shown in Figures 1, 2 and 3, a Latch Part Storage Module 13 is configured to store a variety of latch part data and messages such that when the Switch 12 completes Submitter 4's call to Wireless Device 6, Switch 12 may reproduce any one of a variety of notifications or closing parts based on information received from a Call Completion Data Packet 50, as will be explained in greater detail. Although only one Switch 12 has been illustrated in Figures 1, 2 and 3, any number of Switches 12 may be used in System 2 in order to increase the capacity of System 2.

Figure 4 illustrates an Incoming Call Information Record 15 provided by Switch 12. A

ES 2 364 280 T3 Once Switch 12 receives a call from Requester 4, Record 15 is sent to Primary Call Center 16.

In accordance with one embodiment of the present invention, the Incoming Call Information Register 15 contains a number of fields that may include, but are not limited to: a Requester Dialed Number field, a Language Code field Preferred, a Submitter's Home Phone Number field, as well as a Submitter's Service Provider field and a Feature Code field.

The Requester Dialed Number field contains the Requester's dialed number and can be used to identify the originating switch position of the incoming call.

The Preferred Language Code contains information indicating the Requester's preferred language 4. System 2 and, in particular, Switch 12, maintains the ability to translate many different dial strings coming into System 2. A possibility to determine Submitter 4's preferred language is to automatically route calls from a particular dialed number, for example, NPA-555-1818, directly to, for example, Spanish-speaking operators. The Preferred Language Code field is used to route calls to the Primary Call Center 16 through Switch 12, via Incoming Call Information Register 15.

The Submitter's Home Phone Number field houses the Submitter's home phone number 4. The Submitter's Service Provider field carries the Submitter's Service Provider 4. This field allows System 2 to identify the Service Provider 26 of the calling party for use with various functions, such as notifications or presentation parts, closing parts, billing information, usage training, etc. An example of the use of this data is to allow the establishment of billing charges between the Service Provider 26 of the Requester 4 and the Service Provider 26 of the Wireless Device 6.

The Feature Code field houses information that can be used to identify any special features associated with Requester 4's device. These features may include, but are not limited to: promotional rate plans, standard rate plans, bundled services, device capabilities, and the like. For example, a Service Provider 28 may offer unlimited Directory Assistance for a flat fee each month, or it may offer free services during a promotional period.

Although only five fields have been identified for Incoming Call Information Record 15, any number of fields that are used to provide System 2 with the data necessary to complete a call are within the scope of this invention.

As shown in Figures 1, 2 and 3, Billing Database 14 is used as a repository for billing data, which includes, but is not limited to: records that are preferably composed of the call data, the call start time, the call end time and the resulting time, that is, the length or duration of the call, the originating phone number of Submitter 4, the Wireless Device Identification Number (WAIN) for Wireless Device 6, as well as fields identifying originating and terminating service providers. Billing data can be accumulated from any of the following elements: Switches 12, ACDs, PBXs [Automatic Private Secondary Exchanges - “Private Branch Exchange”], Agent Application 19 and / or Database 18, although they are not limited to these.

Call centers 16 and 16 'are composed of hardware and software that accept afferent calls from Switches 12 and that distribute calls to multiple Operator Terminals 20 using standard Automatic Call Distribution (ACD) technology. . Operator Terminal 20 interacts with Database 18 to search and retrieve a WAIN corresponding to Wireless Device 6. The search can be carried out using a single field or a combination of fields, defined in Tables 52A to 52e, as explained below.

The Call Center 16 and 16 'can be composed of one or more processors connected to each other in a network arrangement in order to carry out these functions, and can be built using known computer technology, such as the use of personal computers. , minicomputers or macrocomputers or central or main computing devices, routing devices, switches and the like. Since the arrangement and operation of the call centers 16 and 16 'are similar, it is understood that the explanation of the Primary Call Center 16 also describes the Primary Call Center 16'.

The Computer Telephony Interface 29 (CTI - "Computer Telephony Interface") is arranged between the call center 16 and the Operator Terminal 20. The CTI 29 is configured to route the data portion of an incoming call from Requester 4, such as the number dialed by the Requester and the number of

ES 2 364 280 T3 telephone of origin of the petitioner, to the Operator Terminal 20, while the voice portion of the call is transmitted directly between the call center 16 and the Operator Terminal 20. While not explained here, it is contemplated within the context of this invention that the portion of an incoming call from Requester 4 may also be forwarded to Operator Terminal 20 using in-band signaling (i.e., with the voice path of the call).

The Operator Terminal 20 may also be any type of known computing device capable of receiving and displaying data on its display device, including a personal computer, a UNIX workstation, and the like, although it is not limited to these. Although it is preferred that a separate consumer service representative phone be implemented as part of System 2 and connected to Primary Call Center 16 for communication with Requester 4, Operator Terminal 20 is not limited by this provision. For example, the Operator Terminal 20 may be arranged to contain an integrated telephone (as shown). In other words, any provision that allows a consumer service representative to engage in oral communications with Submitter 4 is sufficient. Furthermore, while only a single Operator Terminal 20 is shown, System 2 is not limited to this. provision. System 2 is contemplated to be comprised of multiple Operator Terminals 20, such that more than one consumer service representative is available to accommodate System 2 users. It should be noted that the Primary Call Switchboard 16 and its communication with the switches 12, with the Operator Terminal 20 and with the Database 18, as well as the arrangement and communication between the Primary Call Switchboard 16 'and the Switches 12 ', can be implemented in accordance with the connectability or connectivity and communication techniques described in US Patent No. 6,404,884. In an alternative embodiment of this invention, it is contemplated that a Requester 4 can interact with an agent using a method other than voice, such as: the Short Message Service (SMS - "Short Messaging Service"), the Wireless Application Protocol (WAP - “Wireless Application Protocol”) and Instant Messaging, as will be explained later, although it is not limited to these.

The Agent Application platform 19 is used to operate the Operator Terminals 20 and Databases 18. This system not only provides support for communications between these modules, but also prepares a Call Completeness Data Package 50 to be sent to Switch 12 to ultimately complete the call.

In order to create Call Completeness Data Package 50, Operator Terminal 20 and Agent Application 19 require that information be retrieved from Database 18. This data is used to populate the various fields of Call Completeness Package. Call Completeness Data 50, as explained in greater detail below.

Database 18 is preferably any known Database system that can be programmed to store all of, but not limited to, the following: wireline telephone directory listings, Source Service Provider 26 from Submitters' listings 4, WAIN listings, and other listings such as providers of goods and services. Database 18 preferably supports multiple database tables to hold a voluminous amount of listings and multimedia data associated with each user or organization that is sponsoring a group of users.

It should be appreciated that the present invention extends the database tables described in US Patent Application No. 09 / 449,126 by including several additional fields to support new features, as explained herein. Database 18 may be based on any known database software and on any known database format. The Database 8 hardware configuration can consist of any hardware platform capable of supporting the number of users and entries in their respective database tables. As such, Database 18 can be stored on any device capable of storing the information.

Those skilled in the art can appreciate that, while Database 18 has been shown as a single unit, it is not limited to this configuration. The Database 18 can be composed of multiple hardware units, that is, of central processing units and / or storage devices such as CD-ROMs [compact disk read-only memory. ], hard disk drives, floppy disk drives, etc., which can communicate with each other through a transmission link. Furthermore, although only tables and fields comprised within Database 18 are explained in detail, the present invention is not limited to the table schema of Database 18. According to one embodiment of the present invention, each System 2 or System 2 'database, such as Database 18 or 18', stores the same information. In an alternative embodiment, it is also contemplated that Database 18 may take the form of a distributed database. For example, users who are primarily based on the West Coast can be supported from a database portion such as Database 18 'located in California, while users based primarily on the East Coast can access a portion of the database such as Database 18, located in New York.

In one embodiment of the present invention, Database 18 stores a tagged audio message

ES 2 364 280 T3 associated with Service Provider 26 of Petitioner 4, such that, when Petitioner 4 accesses System 2, the audio welcome message is retrieved by Operator Terminal 20 and played for the Requester 4. In another embodiment of the present invention, the audio greeting message can be retrieved and played back at Call Center 16 or Switch 12. This audio welcome message is explained in detail later.

As illustrated in Figure 5A, Listing Table 52A stores listings of Wireless Apparatus Identification Number (WAIN) (ie, information about each Wireless Apparatus 6). This WAIN listing information includes, but is not limited to: the wireless phone number, the name, the name listed in the directory, the address, the Defined Location, the company, the wireless carrier or operator, billing information, the special features code, the WAIN connection field, the data field type, the data source field, the NPA / NXX wireless field, the device capacity field, the Special Announcement field, the General Announcement field, the special services field, the pre-announcement field, wireline phone number field, email address fields, license plate fields, and other codes used in System 2 to populate various fields of the Call Completeness Data Packet 50 . Listing Table 52A represents System 2 Wireless Device Table 6 and includes any additional special instruction information listings that include information to populate Lock Part Module 27.

The Wireless Telephone Number field of Listing Table 52A identifies the telephone number of the Wireless Apparatus 6, eg, a cellular telephone number. The Name field represents the real name of the subscriber for the Wireless Device 6. The Name field Listed in the Directory represents the name of the list chosen for the Wireless Device 6. For example, this field may contain the real name of the subscriber, the nickname or alias chosen for the subscriber. The Address fields in Listing Table 52A are contemplated to contain one or more addresses that contain one or more of the following fields: street address 1, street address 2, city, state, country, zip code [Plan of Zone Improvement - “Zone Improvement Plan”] and subscriber's zip +4 address for Wireless Device 6.

The Defined Location field identifies the preferred location or combination of locations for the subscriber. For example, the subscriber or subscriber based in NYC [New York City] with a New Jersey area code on their Wireless Device 6, may choose to use NYC, New Jersey, New York Metropolitan Area or some other designation for their location. .

The Company field of Listing Table 52A identifies the company for which the Wireless Device 6 subscriber works. The Cable Line Telephone Number field identifies one or more cable line telephone numbers of the subscriber associated with the Wireless Device 6. The Email Address field identifies one or more email addresses of the subscriber identified with Wireless Device 6. The Wireless Attendant field of the Listing Table 52A identifies the Service Provider 26 for the Wireless Device 6. This information can be used in conjunction with the notification feature or closing part, as well as with billing and other related features.

The Billing Information field of Listing Table 52A contains information specific to Wireless Apparatus 6 that will support the billing function. This field provides System 2 with specific billing instructions for Wireless Device 6, including service provider information as well as subscriptions to special services. For example, the subscriber of the wireless apparatus 6 may choose to bear the charges for incoming calls. In this case, the Billing Information field will indicate that Requester 4 does not have to answer for the cost of the call related to Wireless Device 6.

The Special Features Code field of Listing Table 52A identifies any particular special features that may be associated with the subscriber's account. This includes information such as group connection characteristics, in which a large employer distributes a certain number of phones throughout the company. In such cases, a single entity or billing party may have several or even hundreds of wireless accounts under a single name, such that the actual individuals using the wireless devices are not listed. The information in this field can be used for searches by categories, such as all employees of an XYZ company; special billing codes; or possibly for use in selecting the notification or closing part, if one has not already been specified by the Wireless Device 6.

The Wireless Device Identification Number Connection (WAIN) field of Listing Table 52A identifies the degree of availability of the listing for release. As illustrated in Figure 6, the WAIN Connection field consists of a WAIN Connection Sub-table Listing 70, which categorizes a number as listed or unlisted for the first time. If a number is not listed, it cannot be used to complete a call. However, if the number is listed, WAIN Connection Field Sub-Table Listing 70 is further subdivided into "not masked for agent" or "masked for agent". In the case of "agent masked", a call can be completed but Requester 4 does not receive the number. In this case, the number or any portion thereof may also be masked from the agent or representative of

ES 2 364 280 T3 service to the consumer, in such a way that the agent will not have access to the number, and simply connects or establishes the call. In the case of "not masked to agent", the subscriber of Wireless Device 6 has authorized System 2 to reveal the number to the agent and / or Requester 4, as would most likely be the case for corporate wireless devices. .

The Data Type field of Listing Table 52A identifies the type of wireless device that is being listed in the Wireless Device Identification Number (WAIN) listing table.

The Data Source field of Listing Table 52A identifies the data source from which the Wireless Devices listing 6 originated. This field provides System 2 with information that identifies the source of this list, such as a service provider or any other entity, for example, a third party or the subscriber of Wireless Device 6 that supplied the data contained in Database 18, and it can be used in conjunction with features such as the closing party or with bonuses or incentives.

The NPA / NXX Wireless Field in Listing Table 52A identifies whether or not Submitter 4 is using a wireless device or a land line device. This field is used to activate and deactivate certain features that may only be available for either cordless or land-based phones. For example, as explained above, the pre-announcement field may default to "no" for Wireless Device 6 from land-based telephones, while the pre-announcement field may default to " yes ”for calls to Wireless Device 6 from cordless phones.

The Device Capability field of Listing Table 52A identifies the capabilities of the Wireless Apparatus 6 device. It is contemplated that these capabilities may include:

SMS, WAP, iMode capabilities, etc.

The Special Announcement field of Listing Table 52A and / or Database 18 identifies whether there are any particular special locking parts paid for or requested by either Wireless Device 6, or by a preferred vendor, intended to be used by Module 27 of the Closing Report. For example, in the event that a subscriber of a Wireless Apparatus 6 has chosen not to pay for incoming call charges, an advertisement may be played for Requester 4 indicating that the call will be billed to him. In another example, a preferred provider may choose to have a custom part played each time calls are connected to that listing. A preferred provider is any subscriber that chooses to offer incentives to Requesters 4 and / or System 2 provider for direct calls to it.

The Special Announcement field of Listing Table 52A and / or Database 18 is also used as a cross-reference to other services provided by System 2. It is contemplated in the present invention that System 2 be enabled to provide traditional directory assistance, as well as enhanced traditional directory assistance that includes, but is not limited to, additional services such as: restaurant recommendations and reservations, hours and acquisition of movie tickets; searches by categories; alternative language services, address services and preferred provider opportunities.

The purpose of the Special Announcement field is to allow cross-references of announcements and / or closing parts intended to direct Submitter 4 to other services offered by System 2. These messages can also be customized in order to provide information precise about the availability and the extent to which these services are offered. It is to be appreciated that the cross reference codes found in the Special Announcement field can be used alone or in combination with designed closure parts. For example, a preferred restaurant vendor may request a special closing statement suggesting a promotional discount or other similar restaurant-related comments to Submitter 4, in response to Petitioner 4's request for traditional directory assistance or to a search. by categories referring to restaurants. In this case, if a preferred supplier designs a particular closure part, the code will be stored in this field. It is also possible to store multiple codes; third parties are not limited to a single Special Ad code, but can use many as they wish.

The General Announcement field of Listing Table 52A and / or Database 18 identifies whether there are any general lock parts attached to the Wireless Apparatus 6 'listing, intended to be used by Lock Part Module 27. This field is similar to the Special Announcement field; however, the closure parts used here are not specifically particularized for the Wireless Apparatus 6. The codes listed here can trigger or activate closure parts that are encapsulated or predetermined. For example, in the example of the preferred vendor above, a restaurant that does not accept credit cards can, instead of designing a unique or exclusive closing part that would be coded under the Special Announcement field, choose from some predetermined closing parts, such as, "this restaurant does not accept credit cards." Codes for this example or other general announcement closing parts will be provided in the General Announcement field of Listing Table 52A and / or Database 18.

Similar to the Special Announcement field, the General Announcement field also allows the use of codes

ES 2 364 280 T3 multiple and also makes cross-referencing of other System 2 services possible. For example, if the same preferred restaurant provider offered reservations, they may wish to include a cross-reference or cross-reference closure part in their field of General Announcement. Unlike the Special Announcement field, the notification or cross-reference part will not be specific to the restaurant, but will instead be of a more generic variety.

The Special Services field of Listing Table 52A and / or Database 18 identifies any special services that a third party may provide. This field is used when carrying out category searches, when a Submitter 4 wishes to direct their search to certain qualities or conditions, for example: open 24 hours a day, Spanish is spoken, adapted for the hearing impaired, etc. For example, if a Submitter 4 asks for all restaurants in the area where Spanish is spoken, when Operator Terminal 20 searches Database 18, the only listings that will be retrieved will be those with a speech code in Spanish in the field of Special Service.

The Pre-Announcement field of Listing Table 52A identifies whether the subscriber of Wireless Apparatus 6 wishes to have incoming calls pre-advertised. This field determines whether there is a preference for voice or text preview announcements, or multimedia, assuming that the service provider of Wireless Apparatus 6 supports the appropriate formats. If there is no support capacity for any of the formats, the Prior Announcement field will default to that for which it is supported by the service provider. If a preference for a pre-voice announcement is indicated or if the service provider only has the ability to support a pre-voice announcement, it is contemplated by this invention that this field includes, but is not limited to, all four options following: connection call with pre-announcement, connection call without pre-announcement, connection call only to voice messages from Wireless Apparatus 6, and connection call to a System 2 temporary voice messaging device (VRU). In the event that the subscriber of the Wireless Apparatus 6 chooses only the delivery of messages, what is contemplated in this invention is that the temporary voice message device (VRU) invites or prompts the Requester 4 to record and store a message, and then try to deliver the message to Wireless Device 6. Once the Requester 4 indicates that they have accepted the recorded message, the call will be disconnected. If a preference for a prior data and / or text advertisement has been indicated, or if the service provider can only support a prior data and / or text advertisement, what is contemplated in this invention is that this field includes, but is not limited to, the following single option: connection call with pre-announcement data and / or text. It is contemplated by this invention that this option includes, specifically, the conversion of a recorded voice message into text and the delivery of that message through, but not limited to, the following formats: SMS, WAP, iMode, instant messaging , etc.

The License Plate field of Listing Table 52A contains the license plate of the primary vehicle associated with the subscriber of Wireless Apparatus 6. This information can be used to associate a subscriber with one or more vehicles in which it can roam.

It is contemplated by the present invention that the Operator Terminal 20 has the ability to perform searches on any field or combination of fields in Listing Table 52A and / or Database 18. This includes, but is not limited to, the location of WAIN listings by email address, defined location, name listed in directory, address, company, name, wireless carrier or operator, license plate license plate, wireline phone number and / or even a reverse lookup list by WAIN.

Finally, the Rate Plan field in Listing Table 52A contains the rate plan for Wireless Device 6. This information is used to determine such things as whether roaming charges to apply, whether long-term charges will apply. distance, as well as the number of monthly minutes associated with the plan.

In another embodiment of the present invention, a Personal Contact List 52B is provided to add a property to System 2 that allows subscribers of the Wireless Apparatus to provide their contact list to Database 18, allowing them easy access. to a collection of wireless numbers and other information. As a result, the numbers provided by the contact list are entered into the Personal Contact List Table 52B.

In addition to storing subscriber personal contact lists for access only, System 2 may request that a subscriber release telephone information about all members of the contact list, in order to further populate Database 18. This it only requires the release of phone data and not the full content of the contact list information, which may also include personal information such as dates of birth, etc. If the subscriber of Wireless Device 6 consents, the telephone information from his / her contact list is added to the WAIN listings in Database 18. As a result, the subscriber of Wireless Device 6 benefits from keep a personal contact list safe, and System 2 benefits from obtaining additional WAIN listings for Database 18. Figures 5B-5E illustrate Database Tables 52B-52E showing the contact list feature and its maintenance.

ES 2 364 280 T3

In order to encourage subscribers to submit their phone lists, System 2 may provide bonuses, incentives, or free services in exchange for supporting a contact list for use in Database 18, as described in more detail more go ahead.

As illustrated in Figure 5B, Personal Contact List Tables 52B preferably store names and contact numbers for each corresponding Wireless Device 6. The Wireless Device personal contact list table is arranged so that it has additional information for each contact, such as home and email addresses, job title, company name, company address , the facsimile or fax phone number, the home website, the date of birth and the like. Each entry in a contact list is assigned a unique identification number.

As illustrated in Figure 5C, Updated Listing Tables 52C store updated contact list information to be added, deleted, or revised for a subscriber of the System 2 Wireless Device 6 contact list. These changes are then incorporated into Personal Contact List Table 52B.

Changes are preferably verified prior to incorporation into Personal Contact List Table 52B. For example, users trying to synchronize their "personal contact databases" with their Personal Contacts list Table 52B initiate a synchronization procedure, as explained in detail later. These changes are not incorporated into the user's personal contact list until the authenticity of the user has been verified. Once the requested change has been verified, for the sake of accuracy (that is, the requested change is not a duplicate of a previous request), said change request will be incorporated into the subscriber's Personal Contact List Table 52B. .

As illustrated in Figure 5D, requested changes that cannot be implemented are stored in Rejected Update List Tables 52D, along with a reason for their rejection, for example, that the user is an invalid user and / or that the requested changes are duplicates, and other similar reasons.

As illustrated in Figure 5E, List Indicator Table 52E keeps track of the identification numbers assigned to each entry in a Personal Contact List Table 52B. Listing Indicator Table 52E is used to keep track of listing identification numbers to ensure that a unique or unique identification number is assigned. This facilitates future updates, deletions, etc., and also ensures that entries can be made from multiple sources (that is, a web browser, an Operator Terminal 20, a PDA (Personal Digital Assistant - "Personal Digital Assistant") and / or personal contact software and the like) without creating duplicate listing identification numbers.

It is to be appreciated that while the field description as explained above was for WAIN Listing Database 18, WAIN Listing Database 18 'preferably operates with a substantially similar field structure.

Tables 52A-52E for WAIN Listing Databases 18 and 18 'are configured not only to store subscriber information, but also to provide System 2 with the ability to properly handle feature requests. For example, the information stored in the Special Features Code field of Listing Table 52A enables System 2 to provide features such as preferred language and targeted advertising promotion to specific consumers.

In addition to providing a phone book or white pages service supported by Database 18, other services are available through System 2. For example, an address unit located within Enhanced Services Module 21 provides System 2 with means of sending addresses to a Submitter 4. An Address unit has been incorporated into Enhanced Services Module 21 used by Agent Application 19 running at Operator Terminal 20, which allows a consumer service representative to retrieve addresses and transmit them to Requester 4. The Addressing feature located in the Enhanced Services Module 21 may consist of a stand-alone or self-contained unit that is configured to calculate addresses based on departure and destination addresses or other criteria as is currently known in the industry. According to another embodiment of the invention, the Enhanced Services Module 21 can be connected, through a communication channel, for example the Internet, to a remote or remote address calculation unit that is operated by a third party. part, such as those available in MAPQUEST_.

In another example, restaurant reservations are also integrated into Enhanced Services Module 21 used by Agent Application 19 running at Operator Terminal 20, and provide System 2 with the ability to secure reservations and provide restaurant recommendations. to a Petitioner 4. The reservation services are activated when the subscriber, such as a restaurant or other related service provider, such as a catering provider, activates the reservation services in Module 21 of System Enhanced Services 2. The Reservations feature located in Enhanced Services Module 21 may consist of a

ES 2 364 280 T3 self-contained unit that is configured to make reservations based on updated information received from a participating restaurant or other criteria as is currently known in the industry. In accordance with another embodiment of the invention, the Enhanced Services Module 21 may be connected via a communication channel, for example the Internet, to a remote reservation service system that is operated by a third party.

Recommendations are triggered when a subscriber, such as a restaurant or restaurant recommendation service, decides to place this information in a recommendation index found within the restaurant recommendation and reservation system in Module 21 of Enhanced Services.

In a third example, the movie ticket and schedule software is incorporated into Enhanced Services Module 21 used by Agent Application 19 running on Operator Terminal 20, which provides System 2 with the ability to provide information about movies and ticket sales. These services are activated when a subscriber such as a movie theater, theater or other related business, or a provider of movie information, provides the information to System 2.

Closure Party Module 27 provides the Closure Party identification data to be included in a defined field such as Closure Party Code field 58 of the Call Completeness Data Packet 50, as shown in Figure 9. As already mentioned, Call Completion Data Packet 50 invites or prompts Switch 12 with a command to activate the appropriate closing part. The Closure Part Module 27 works in conjunction with the Agent Application 19 to generate a Call Completeness Data Packet 50, as will be more fully described below, with reference to Figure

9. The Call Completion Data Packet 50 presents information to Switch 12 to generate a closing part based on the Closure Part Code field 58 of the Call Completion Data Packet 50, which is recognized by the Switch 12. The Closure Part Module 27 may either exist as a physically independent unit or it may exist as a functional module of the Agent Application 19 software.

While one embodiment of the invention has been described above, the invention contemplates that the Call Completeness Data Packet 50 can be used by any combination of hardware and software, such as: an ACD, a PBX [Private Automatic Secondary Central - “Private Branch Exchange”], a stand-alone VRU (Voice Response Unit - “Voice Response Unit”) / ASR (Advanced Speech Recognition ”), application software and the like, to in order to generate the closing party based on the Closing Party Code field 58 of the Call Completion Data Packet 50.

As illustrated in Figure 7, the Closing Party Module 27 is comprised of a Closing Party Processing Module 64, a Canceling Module 66, and a Call Completeness Data Table 68. The Call Completeness Data Table 68 may either be a stand-alone table within the Closure Part Module 27 or it can exist as software found in the Closure Part Processing Module 64. In another embodiment of the present invention, Lock Part Handling Module 64 and Cancel Module 66 may reside in Switch 12 or in any combination of hardware and software, such as: an ACD, a PBX, a VRU / Standalone ASR, application software and the like.

In order to properly populate the Closure Part Code field 58 of the Call Completeness Data Packet 50, the Closure Part Module 27, in combination with Agent Application 19, checks the list retrieved from the Table of 52A and / or Database Listing 18. Closure Part Module 27 uses the retrieved listing to populate some of the fields of Call Completeness Data Table 68. The rest of the fields contained in Table 68 of Call Completeness Data can be populated from Database 18 and / or the agent application. In one embodiment of the present invention, the Call Completeness Data Table 68 includes, but is not limited to, the seven fields 60A-60G, as shown in Figure 8. Module 27 of Closing Part also uses the fields of Special Announcement and General Announcement from Listing Table 52A and / or other fields from Database 18, from Module 64 of Treatment of Closing Part, from the Cancellation Module 66 and Call Completeness Data Table 68, in order to determine the appropriate information to populate the Closure Part Code field 58, as well as other fields of the Call Completeness Data Packet 50.

While the present invention contemplates the possibility that the Closure Part Module 27 can use any information contained in these fields and modules in any order, a possible method for selecting a closure part is highlighted in the following.

The first stage consists of retrieving the listing that was selected from Listing Table 52A and / or from Database 18. In the event that the listing is not found, this information will be considered insufficient.

The next stage is for the Closure Part Handling Module 64 to query the Special Announcement field and the General Announcement field of Listing Table 52A to determine if any specific notifications or parts for Wireless Device 6 are active. . If so, you will find at least one

ES 2 364 280 T3 closing part code in one of these fields and possibly many codes will be found.

The Closing Part Processor Module 64 then performs checks with the Cancel Module 96 to determine if any closing part cancel functions are present. The information for this module comes both from Listing Table 52A and / or Database 18, as well as from the internal settings of System 2. For example, Cancel Module 66 may provide a time of day functional capability such that certain closing portions are initiated at certain times of the day. In the case of restaurant services, dinner parties may be preferred at dinner hours, while breakfast portions may be preferred during morning hours.

Another sample function of the Cancel Module 66 is to set default parts based on the day of the week. For example, recreational or recreational parts can be set up to be activated only on weekends, while commercial parts can be activated only on weekdays. Yet another feature of Cancellation Module 66 is to cross-reference other services offered by System 2 during peak and off-peak hours. For example, on Saturdays or Sundays a cross-reference part to directional services may be implemented, when a Submitter 4 requests information about restaurants. It is to be appreciated that the functions of the Cancellation Module 66 can be used to modify or increase the closing parts found in the Special Announcement fields and in the General Announcement fields. The full range of examples of Cancellation Module 66 functions is too numerous to be fully illustrated, although it is to be appreciated that any ability to modify, add to, or subtract from, codes is within the scope of this invention. of closing part found in the Special Announcement field and in the General Announcement field.

Next, the Closure Part Processor Module 64 consults the Closure Completeness Data Table 68 in order to determine a closure part based on the information fields contained therein.

As illustrated in Figure 8, these fields include: Requester Dialed Number field 60A, Requested Listing Data Source field 60B, Data Type field 60C, Requested Service field 60D, Preferred Language 60E, destination number NPA / NXX field 60F, as well as other 60G data fields from Listing Table 52A and Database 18. These fields are populated with data contained in Listing Table 52A and / or in Database 18, and from information contained in Agent Application 19 located at Operator Terminal 20.

Requester Dialed Number field 60A contains information that can be used by Closing Part Module 27 to identify the number dialed by Requester 4, Requester 4's service provider, originating Switch 12, and the area of call completeness for this call. This information is obtained from the data source field of Listing Table 52A and / or Database 18.

The Data Source of the Requested Listing field 60B contains information that can be used by the Closing Part Module 27 to identify the data source that has provided the listing information. This information is obtained from the data source field of Listing Table 52A and / or Database 18.

Data Type field 60C informs Closing Part Module 27 about the type of data that was requested by Submitter 4, such as traditional directory assistance, movie searches, restaurants, addresses, categories, and / or other business sectors . The information used to populate the Data Type field 60C is obtained from various fields in Listing Table 52A and / or Database 18.

The Requested Service field 60D contains information used by the Closing Part Module 27 that can identify the type of service requested by Requester 4, such as information requests, commercial requests, reservation requests, etc. The information used to populate the requested service type field 60D is obtained by Agent Application 19 located in Operator Terminal 20, from Listing Table 52A and / or Database 18.

Preferred Language field 60E contains information used by Closing Part Module 27 to indicate the Petitioner's preferred language 4. This information is used to ensure that notices or closing parts can be used in the appropriate language. It is also contemplated by the present invention that the Preferred Language field 60E may be used in combination with the Special Announcement field and with the General Announcement fields of Listing Table 52A and / or Database 18. Data Used To populate the Preferred Language field 60E, they are obtained either from the Operator Terminal 20, or from the Special Services field of the Listing Table 52A. One possible implementation would be to populate the Preferred Language field 60E based on the number dialed by Requester 4; however, this is not the only possible implementation.

The NPA / NXX (Numbering Plan Area - “Numbering Plan Area” / Interchange Code - “Exchange Code”) of the Destination Number field 60F contains information that is used by Module 27 of the Closing Report to identify the position. of the listing, in order to select a closing part based on the position.

ES 2 364 280 T3

Finally, the other field 60G of Listing Table 52A or Database 18 contains information used by Module 27 of Closing Part to identify any additional information from Listing Table 52A and / or Database 18 that can be used to select a closure part.

Fields 60A-60G for Closure Part Module 27 are intended only to provide examples of possible fields and are not intended in any way to limit the scope of the invention. Any field that can be used in the Closing Part Module 27 to specify a closing part for specific advertising or aimed at a third party and other similar uses, is within the scope of the present invention.

At this point, regardless of the order in which the information was gathered, Module 64 of Closing Report Processing belonging to Module 27 of Closing Report, uses the logic of Agent Application 19 to determine what information is to be used. to populate the Closure Part field 58 of the Call Completion Data Packet 50. An example of this logic is that the Closing Part Module 27 first looks at the Special Announcement and General Announcement fields of Listing Table 52B and / or Database 18. Next, the Closing Part Treatment Module 64 consults in the Cancellation Module 66 to see if there are any additions, modifications or other instructions that have been added or subtracted from the closing parts found in the Special Announcement fields. and General Announcement. The Closing Party Handling Module 64 then looks at Call Completeness Data Table 68 to see if there are any additions, modifications, or other instructions that have been added to, or subtracted from, the closing party decision. taken earlier. Finally, upon selecting the appropriate closing party, the Closing Party Module 27 populates the Closing Party Code field 58 of the Call Completeness Data Packet 50.

Unlike the prior art, this invention dynamically alters the closing part in order to particularize a specific message for Requester 4 based on information obtained through the call. This decision may be based on specific instructions from Wireless Device 6, instructions from third parties, other information contained in Listing Table 52A and / or in Database 18, in Cancellation Module 66 and / or in possible fields 60A- 60G from Table 68 of Call Completeness Data.

The Agent Application 19 software then creates a Call Completeness Data Packet 50. Alternatively, the Closure Party Module 27 or some other application may create the Call Completeness Data Packet 50; however, for the purposes of this discussion, Agent Application 19 will be in charge of forming Call Completeness Data Package 50. As illustrated in Figure 9, the Call Completion Data Packet 50 is comprised of multiple data fields. This may include field 54 of the Applicant's Home Telephone Number, field 56 of information about the Wireless Device Identification Number (WAIN), field 58 of the Closing Part Code and field 59 of Prior Announcement, if well it is not limited by these. It is to be appreciated that the possibility that the WAIN information field may include both wireless and wireline listings is contemplated by the present invention.

The Call Completeness Data Package 50 is formed by the Agent Application 19 located in the Operator Terminal 20 using information from the Incoming Call Information Register 15, from the Listing Table 52A from the Database 8, and Module 27 of the Closing Report. This information is then organized and used to populate the fields of the Call Completeness Data Packet 50.

Field 54 of Origin Telephone Number is the originating telephone number of Requester 4. Field 56 of Wireless Apparatus Identification Number Information (WAIN) is the subscriber's required listing. This information is provided to Operator Terminal 20 by listing retrieved from Listing Table 52A and / or Database 18. The WAIN information field identifies the appropriate destination for the completed call. This information is used to properly connect Submitter 4 to Wireless Device 6. Closure Part Code field 58 of Call Complete Data Packet 50 contains instructions on which closure part is to be retrieved, used, and reproduced for the Requester 4. The Pre-Announcement field 59 of the Call Completion Data Packet 50 indicates to the Voice Response Unit (VRU) whether or not the pre-announcement feature has been activated. If the pre-announcement feature has been activated, the VRU will announce the identity of Requester 4 to Wireless Device 6, either by voice message or text message, so that Wireless Device 6 can determine whether to accept. or not the call.

When combined, Submitter 4 Origin Telephone Number field 54, WAIN Information field 56, Closing Part Code field 58, and Prior Announcement field 59 contain all the information necessary to initiate and complete the call, and reproduce the appropriate closing and pre-announcement.

The Wide Area Network (WAN) 25 is configured to connect all Operator Terminals 20 to System 2 and 2 '. This includes connections between geographic locations, such that Operator Terminals 20 located in a call center can be connected to Switches 12 located in other remote locations. As highlighted above and will be explained in more detail

ES 2 364 280 T3 later, since the Primary Call Center 16 can route calls to remote Operator Terminals 20 ', it is necessary that those Operator Terminals 20' be able to communicate back with the origin Switch 12 in order to connect to the appropriate call. The WAN 25 is configured to forward the Call Completion Data Packet 50 to the appropriate Switch 12, in order to complete the call by Requester 4. A more complete description of the role of WAN 25 within System 2 is provided below.

The Agent Application 19, when supported by one of the Operator Terminals 20, communicates, through the Operator Terminals 20, with any one of the Switches 12 with the combination of Systems 2, 2 ', etc., over the Wide Area Network (WAN) 25. WAN 25 allows consumer service representatives located at Operator Terminals 20 to transmit a Call Completion Data Packet 50 from Operator Terminals 20 to any one of Switches 12. In the event that Agent Application 19 is not able to successfully pass Call Completeness Data Packet 50, due to a variety of reasons, including, but not limited to, the unavailability of the WAN 25 or the rejection of the Call Completeness Data Packet 50, the Agent Application 19 can initiate the call completion using in-band signaling, such as a DTMF (Dual-Tone Multi-Frequency). This allows Agent Application 19 to put the caller on hold with escort and to pass the destination digits to Switch 12 through the same trunk. Switch 12 then accepts the digits and releases or yields the call to Call Center 16, and initiates call completion as described herein below.

Regarding the signaling and trunk communication configurations, the communication links between Switch 12 and the Primary Call Center 16 (or the call center 16 '), and the communication links between Switch 12 and the Mobile Switching Center (MSC - “Mobile Switching Center”) 8 can be implemented as link-released trunks. In this embodiment of the present invention, the communication links are released once the call completion data has been transmitted to the destination terminal or end of the link. Link-released trunking technology is known in the art and allows existing resources on the destination device to be released by employing a predetermined signaling sequence that is recognized by the destination device as a link-released signal. Furthermore, in another embodiment of the present invention, the communication links between Switch 12 and Mobile Switching Unit (MSC) 8 may be implemented as Multi-Frequency MF signaling. A possible example of MF signaling is the Feature Group D (FG-D - "Feature Group-D") links, as is commonly known in the industry.

In an alternative embodiment of the present invention, the communication links between Switch 12 and Mobile Switching Unit (MSC) 8 can be implemented as SS7. SS7 is a type of out-of-band signaling, as it is commonly known in the industry. In another embodiment of the invention, the links between Switch 12 and MSC 8 can be implemented as DTMF signaling. DTMF is a type of in-band signaling. All of these signaling choices are known in the art and are only intended to be possible embodiments of the present invention, although they should not be construed as limiting the possible choice of communication links by which the present invention may be implemented.

As part of the call completeness procedure, Switch 12 has the ability to select the optimal group of trunks to be used for the completeness of Requester 4's connection to Wireless Device 6. For example, if Switch 12 has a direct connection with the Service Provider 26 of the Wireless Apparatus 6, the completeness of this call will be implemented through this link.

In the event that Switch 12 does not have a direct connection to Service Provider 26 of Wireless Device 6, the completion of this call will occur through the PSTN 10. This allows Switch 12 to select the most effective means of communication. cost to bring the call to the Wireless Device 6. This selection of the efferent trunk group can be determined by the Call Completeness Table 17 (as shown in Figures 1, 2 and 3), based on the information contained in the Call Completeness Data Packet 50. By For example, the NPA.nxx of the number contained in the WAIN Information field 56 of the Call Completeness Data Packet 50, can be used to indicate the Service Provider 26 for that listing. The information is then used to determine if there is a direct connection from Switch 12 to that Service Provider 26. In the event that there is such a direct connection, the first choice of route for this call will then be through that link. In the event that such a direct connection is not available or does not exist, an alternative route such as a connection to PSTN 0 may be used.

Petitioner's call operations

As illustrated in the flow chart of Figure 10, initially, at step 100, Requester 4 calls System 2. The method of accessing System 2 can be through any known dialing configuration, such as a number "800", a number from NPA.nxx.xxx, but may also consist of a number abbreviated for information, such as "411", "555", "# 555", etc. Preferably, access to System 2 has been

ES 2 364 280 T3 arranged in such a way that the access number dialed by Petitioner 4 is available throughout the country, such that Petitioner 4 does not need to be aware of individual access numbers depending on their position, or whether you are accessing System 2 through a wireless device or a wired line device.

In step 102, the Mobile Switching Unit (MSC) 8 recognizes the pattern marked by Requester 4 as belonging to System 2 (that is, a request for communication assistance) and routes the call to Switch 12, together with the number Submitter's home phone number 4. Switch 12 tracks the call detail information, upon receipt of the call from MSC 8.

Although not shown, the signaling methodology of the present invention can be implemented using the method and devices described in US Application Serial No. 09 / 449,126, filed November 24, 1999.

An additional feature of Switch 12 is the ability to recognize and translate dial number strings, allowing System 2 to provide agent application services to multiple consumers. By dialing the appropriate number, the MSC 8 is configured to recognize that the dialed number string belongs to the communication assist system and method, and routes the afferent call to Switch 12. If necessary, before routing the call to Switch 12, the MSC 8 can translate the user's dial string (eg # 555) into a sequence of digits that is recognized by System 2.

This translation allows the different service operators to access the service provided by the present invention, using either a universal access number or different user dialing strings. For example, in the event that two operators decide to use different dialing strings (that is, cell phone operator A can support access to System 2 using dial string * 5, while cell phone operator B can accessing the service using dial string 411), the Mobile Switching Exchange (MSC) 8 of each carrier may choose or not to translate this dial string before routing the call to Switch 12. Upon receiving the afferent call, the Switch 12 can additionally translate the dialing string of MSC 8 and route the call to the Primary Call Center 16. The number sent by Switch 12 allows System 2 to identify the particular MSC 8 from which the dial string has been received, along with the true MSC dial string, such that System 2 elements can determine which service is desired and where the afferent call originated. It is also contemplated by this invention that calls may originate from a cable line operator and / or a VoIP operator, as shown, respectively, in Figure 1 and Figure 16.

For example, Switch 12 can translate the dial string 411 of the Mobile Switching Unit (MSC) 8 into any four-digit number (this string length is given by way of example only and can be modified), such as 9605 This four-digit string is used to populate the Requester Dialed Number field 60A of a Call Completeness Data Table 68, as shown in Figure 8. The translated string of digits will be referred to as the Direct Inbound Dial number (DID). Each Switch 12 may have multiple DID numbers to identify Requester 4's request for different services and their call location.

An additional feature available using this technology is to provide a separate dial string as the preferred language information indicator for System 2. For example, if a dial string such as NPA.555.1818_ is used, Switch 12, after translating the MSC dial string, will automatically send a Spanish language preference indicator in Call Information Record 15, from such that the Primary Call Center 16 will route the call to a suitable Operator Terminal 20, such as a Spanish-speaking operator. Advantageously, the Spanish-speaking operators can be located in distant or remote positions of System 2 and the calls to be managed by them can be routed, through the Call Center 16, to a remote Call Center 16 ', as described above with reference to Figures 1-3.

It is to be appreciated that the above example of call signaling methodology is intended to be only one example of call routing and identification of Requester 4, and is not intended to limit the scope of the present invention. Any such signaling methodology protocol that is capable of transmitting the call between MSC 8 and Switch 12 is within the scope of the present invention.

In step 104, the Switch 12 routes the call to the Primary Call Center 16. To carry out this task, the Switch 12 creates an Incoming Call Information Record 15, as shown in Figure 4, with the pertinent information as described in greater detail above, and selects a direct trunk link to Call Center 16. The configuration used to transport the call between the Switch 12 and the Primary Call Center 16 is preferably a link released trunk connection, explained in detail above. While not discussed here, it is contemplated that any trunking and / or signaling configuration may be used to route the call from the

ES 2 364 280 T3

Switch 12 to Call Center 16. It is also contemplated by this invention that Switch 12 can connect this call to Call Center 16 through the Public Switched Telephone Network 10 (i.e., using an 800 number or a directly marked).

Next, in step 106, upon receiving the call from Requester 4, the Primary Call Center 16 notifies an available Operator Terminal 20 with the appropriate qualities, if necessary, that an afferent request has arrived, and routes the request there. call. With the establishment of a link between Requester 4 and Operator Terminal 20, Primary Call Center 16 establishes a voice and communications link from the caller to the consumer service representative. Voice communication in both directions is routed directly from Petitioner 4, through the Primary Call Center 16, to Operator Terminal 20, which has a means of telephone communication attached to it. The data communication, which may include any information contained in the Incoming Call Information Register 15 (i.e. the number dialed by Petitioner 4 (the DID), the preferred language code, the petitioner's home phone number and the service provider field of the petitioner), is transmitted by the Primary Call Center 16 to Operator Terminal 20, Through a Computer Telephony Interface 29 (CTI - “Computer Telephony Interface”). The CTI 29, deployed between the Primary Call Center 16 and the Operator Terminals 20, is used to communicate the information necessary for the consumer service representative software and Agent Application 19 to take over the call and I completed it.

Using this link, an agent asks Submitter 4 for information regarding the services being requested. Submitter 4 provides the necessary information. An example of this information may include, but is not limited to: the name in the directory listing, the defined location, the email address, the name, the wireline telephone number, the license plate, etc. It is contemplated by the present invention that traditional directory assistance and enhanced directory assistance may also be provided by means of this system. In step 108, the agent located at Operator Terminal 20 then initiates a search in Database 18. Of course, if the Primary Call Center 16 is busy or there are no Operator Terminals 20 available, Petitioner 4's call may be forwarded to Call Center 16 ', which can take over the request from the requestor's question. same way as previously described in step 106. If the requested listing is not available, the agent awaits further instruction from Submitter 4.

Next, in step 110, the listing for Wireless Apparatus 6 is reviewed to determine if the requested number is not listed or has been masked to prevent Requester 6 from receiving the actual number. The records associated with Wireless Device 6 contained in databases such as 18 and 18 ', as listed in Listing Table 52A, are provided with a Wireless Device Identification Number Connection (WAIN) field, which has a subordinate table or WAIN Field Sub-Table 70 that indicates to Operator Terminal 20 whether or not a consumer service representative is allowed to connect to the call and, if so, reveal the WAIN to Requester 4. This ensures that unlisted numbers remain inaccessible and that the WAIN of Wireless Apparatus 6 remains confidential if the corresponding subscriber so wishes.

During operation, the Agent Application 19 software checks WAIN Field Sub-Table 70 to check if the number is not listed. If so, the consumer service representative informs Submitter 4 and awaits further instructions. If the number is listed, then Agent App 19 checks to see if the number has been masked. This is the feature that is "on" or "off" in the request of the subscriber of Wireless Apparatus 6; however, preferably, the default alternative is set to masked. If the number is masked, the call connects without Requester 4 seeing or even hearing the number. If the number is not masked, Submitter 4 receives the number and is offered automatic dialing or other comparable services. Of course, it is understood that the operation and method described above are easily implemented in the software arrangement of Figure 6 or in any other software arrangements known to those of ordinary skill in the art. It is also contemplated by this invention that the Database 18 may be stored in an encrypted or encrypted format in order to protect it from intrusions, computer attacks or other forms of unauthorized access or use.

Alternatively, for an even more secure listing for Wireless Appliance 6, the WAIN of Wireless Appliance 6 is not visually presented to the consumer service representative located at Operator Terminal 20. Although System 2 will have the information, it will not be presented visually to the customer service representative. In this case, Operator Terminal 20 and Switch 12, communicating via Call Completeness Data Packet 50 and Local Area Network (WAN) 25, complete the call while maintaining the confidentiality of the call. WAIN at all times.

Next, in step 112, the Closing Party Module 27 decides on an appropriate closing notice or party based on the criteria described above. The closing part is either read in the Special or General Announcement field of the Listing Table 52A, it is either selected or modified by the Cancellation Module 66, or it is selected by the logic contained in the Module 64 of the Closure Part based on information from Requester 4's Wireless Apparatus 6 found in Call Completeness Data Table 68. One code or multiple codes are then used for the part (s) by Module 27 of Part of

ES 2 364 280 T3

Closure, in order to populate the Closure Part Code Field 58 of the Call Completeness Data Packet 50, in order to determine the recorded closure part to be reproduced.

Next, in step 114, the existing Agent Application software 19 at the Operator Terminal 20 builds the Call Completeness Data Packet 50. The Call Completeness Data Packet 50 is prepared using information from Register 15 Incoming Call Information, Listing Table 52A, Database 18, Module 27, Agent Application 19, and verbal information obtained from Petitioner 4.

Upon completion of the Call Completeness Data Packet 50, the Operator Terminal 20 transmits the Call Completeness Data Packet 50 to the Switch 12 over the Local Area Network 25. The WAN 25 is connected to all Switches 12 and all Operator Terminals 20 of System 2, in such a way that, in the event that an Operator Terminal 20 is located at a distance from Switch 12 as a result of call routing , the Operator Terminal 20 will be able to send the Call Completion Data Packet 50 through the WAN 25, even to remotely located Switches 12. The appropriate Switch 12 is identified by Agent Application 19, using the DID that identifies the originating switch through which Requester 4's call entered System 2.

Next, at step 116, Switch 12 initiates the call between Requester 4 and Wireless Device 6. Switch 12 then begins to track detailed call information and other functions for the completeness branch of the call. the call. The Switch 12 then uses the information contained in the Call Completeness Data Packet 50 to select the appropriate closing party from the Closing Party Storage Module 13, as well as the appropriate efferent trunk group from Table 17 Call Completeness.

In step 118, System 2 checks the Pre-Announcement field 59 of the Call Completeness Data Packet 50, which indicates whether or not the subscriber of Wireless Apparatus 6 wishes that a calling party be "pre-announced" to him. In the event that the subscriber of Wireless Apparatus 6 chooses to have the calling party previously announced to him, this prior announcement then gives him the opportunity to accept or reject the afferent call. The pre-announcement feature is available for Wireless Device 6 on incoming or afferent calls from both wireless and wireline Requesters 4. Afferent calls coming from wireless Submitters 4 are set by default so that the pre-announcement is "on", and afferent calls coming from wireline Requesters 4 are set by default so that the pre-announcement is " disabled"; however, any System 2 subscriber and / or provider may decide to change this setting at any time. If the pre-announcement feature is "off," System 2 proceeds to step 124A, and if the pre-announcement feature is "on," the system then proceeds to step 120.

Next, in step 120, System 2 consults the Pre-Announcement field 59 of the Call Completion Data Packet 50 in order to determine the method for transmitting the pre-announcement. The pre-announcement can be in a text or voice format. Using the fields in the Call Completeness Data Packet 50, System 2 determines which format is available based on the operator and device capabilities of Wireless Apparatus 6. If it is in a voice format, Switch 12 and / or an Integrated Voice Response Unit (VRU) will prompt the Submitter or Submitter 4 to establish their name. After recording Requester 4, Switch 12 and / or VRU plays the voice for the subscriber of Wireless Apparatus 6. It is contemplated by this invention that this same voice message of the name of Requester 4 can be converted to a text message and delivered to the subscriber, as described below using the previous announcements. If the previous announcement is in text format, Switch 12 transmits Submitter 4's origin number to Wireless Device 6, or alternatively sends more complete information about Submitter 4, as long as it is available, to the System 2. Text messaging can be sent in WAP (Wireless Application Protocol) or in any other protocol that is sufficient to transmit the necessary information and is supported by the Service Provider 26 of the Wireless Device. 6.

In step 122, if Wireless Apparatus 6 indicates acceptance of the afferent call, then see step 124A below. If the call is not accepted, see step 124B.

In step 124A, in the event that Wireless Device 6 wishes to accept the afferent communication request, Wireless Device 6 indicates acceptance by means of an appropriate command to System 2.

Additionally, upon completion of the call, Switch 12 uses the information contained in Closure Part Code field 59 of the Call Completeness Data Packet 50 in order to reproduce the appropriate closure notification or part for Petitioner 4 just before it is connected to the Wireless Device 6.

In step 124B, if the Wireless Apparatus 6 wishes to reject the call, it can use the most diverse methods

ES 2 364 280 T3 to end the call at its end or terminal, as described above. In this case, a closing message is read to Submitter 4 explaining that Wireless Device 6 has not accepted the call and / or was unable to do so, and is subsequently left by System 2. In In a possible embodiment of this invention, this closing message may have a duration of zero seconds. Alternatively, if the call to Wireless Device 6 cannot be completed, System 2 can transfer Request 4 back to the consumer service representative for further assistance.

In another embodiment of the present invention, if the call to Wireless Device 6 cannot be completed, Wireless Device 6 may choose to refer Requester 4 to a Voice Messaging System with the option of leaving a message.

Another embodiment of the invention is shown in Figure 15. Figure 15 is a diagram of an example of the components used to provide access to the database of Wireless Device Identification Numbers (WAIN), through a voice recognition portal, while still maintaining the confidentiality of the listings. Petitioner 4 communicates with Switch 12, either directly, by dialing a special number, or by calling Petitioner 4's land line operator and being directed to Switch 12. Petitioner 4 can also access the data by communicating through of Wireless Attendant A with Switch 12. In one embodiment of the invention, the Switch 12 and an integrated VRU (Voice Response Unit - "Voice Response Unit") / ASR (Advanced Speech Recognition - "Advanced Speech Recognition"), a Mobile Switching Unit (MSC) 8, and a PSTN 10 and the Primary Call Center 16 are connected through a WAN 25. In another embodiment, the Switch 12 and the VRU / ASR are independent units connected through the WAN 25.

When Submitter 4 connects to the VRU (Voice Response Unit) / ASR (Advanced Speech Recognition), Submitter 4 is guided through a series of notifications or voice parts that run in an ASR 23 Application which will lead to the selection of the telephone number associated with the Wireless Device 6 subscriber. While any of the fields in Listing Table 52A can be read by the VRU / ASR for Submitter 4, it is expected that, in most cases, only the name and address information can be read by the VRU. / ASR for Submitter 4. Once Submitter 4 has selected the desired listing, the system will select the appropriate closure using the selection criteria previously explained. Finally, all of the pre-announcement and call completion logic described above is applied to the completion of this call via Switch 12 or PSTN 10.

Another embodiment of this invention is shown in Figure 16. Figure 16 is a diagram of an example of the components used to provide access to the Wireless Device Identification Number (WAIN) database through an Internet portal, while still maintaining the confidentiality of the listings. In this embodiment of the invention, Petitioner 4 accesses the WAIN database through a personal computer, a home PC 4B, connected to the Internet through an ISP (Internet Service Provider - "Internet Service Provider ”) Or other appropriate connection. Submitter 4 accesses an application that resides on Web Server 44 after passing through Internet Firewall 45. The application then requests specific pieces or fragments of information, which will be provided by the Submitter 4. That information is used, in turn, by the application to access data located in the WAIN database and provide a list of names and of addresses that may fit the criteria entered by the Submitter 4. If Petitioner 4 selects one of the listings offered, Petitioner 4 will be connected to Wireless Device 6 through a Voice over IP Operator 43, with an H323 Gateway connected to PSTN 10 and Mobile Switching Station (MSC) 8 .

In other embodiments of this invention, the call can also be completed by accessing through a Voice Over IP Operator 43, through a Gateway H323 connecting, through Switch 12, directly to MSC 8.

In another embodiment of this invention, once a desired listing has been identified, Treatment Application 49 enters the originating phone number for Device 4 (Device 4 can be either wireless or wireline), the listing for Wireless Device 6 and an access number assigned to Access Database 19. The user of Home PC 4 can then manually dial the access number assigned to Device 4. It is also contemplated by this invention that the assigned access number can be sent to Device 4, in the event that Device 4 is wireless, through a data protocol that includes, although it is not limited by: WAP, SMS , iMode interface, etc. The subscriber of Device 4 dials the assigned access number, which connects Device 4 to Switch 12.

Based on the access number and the originating telephone number of Device 4, Switch 12 searches Access Database 19 and retrieves the listing of Wireless Device 6, and Switch 12 then performs the completion of the call, either through a direct connection to the Mobile Switching Exchange (MSC) 8, or through the PSTN 10. In all cases, the handling of closing parts, pre-announcements, call completion and billing can be handled as outlined hereinabove.

ES 2 364 280 T3

Another embodiment of the invention is shown in Figure 17. Figure 17 is a diagram of an example of the components used to provide access to the Wireless Device Identification Number (WAIN) database via a data protocol included in, but not limited to: WAP (Protocol Wireless Application), SMS, iMode interface, while continuing to maintain the confidentiality of the listings. In this embodiment of the invention, the Requester 4 performs an inquiry by means of the Wireless Device 4. In the Mobile Switching Unit (MSC) 8, the request is processed or dealt with by means of a WSCP (Wireless Services Control Point - "Wireless Services Control Point ”) 47 and is transmitted by interface, through the operator's Firewall 45, to the Internet, through an ISP 42. The request is, in turn, processed through the Firewall 45 of System 2, and passed to the Web Server 44. On the Web Server 44, the Treatment Application 49 takes the information sent and structures a question that is formulated to Database 18. WAIN Database 18 returns a certain number of listing names and addresses that are consistent with the request. This information is sent back, through Firewall 45, to Wireless Device 4. The transmitted information is displayed on Wireless Device 4, and the subscriber of Wireless Device 4 is then able to either select a specific listing or request additional listings. In the event that additional listings are requested, the cycle is repeated until the subscriber finds the desired listing or stops the search.

Once a desired listing has been identified, Treatment Application 49 enters the originating telephone number for Wireless Device 4, the listing for Wireless Device 6, and an access number assigned to Database 19. The number The assigned access number is then sent to Wireless Device 4. The subscriber of Wireless Device 4 dials the assigned access number, which connects wireless device 4 to Switch 12. Based on the access number and originating telephone number of Wireless Device 4, Switch 12 searches Database 19 and retrieves the listing for Wireless Device 6. Switch 12 then performs the completion of the call, either through a direct connection to the Mobile Switching Exchange (MSC) 8, or through the PSTN 10. In all cases, the treatment of closing parts, previous announcements, call completion and billing will be managed as outlined earlier in this document.

BILLING PROCEDURE

The billing procedure of the present invention is explained as follows. When the Requester 4 contacts the Call Center 16 or 16 'and is connected to a Wireless Device 6, billing records are preferably created in at least three places: 1) in the system of the originating Service Provider 26, 2) in System 2 (which may include Switch 12, Call Center 16 and Database 18), and 3) the terminating Service Provider system 26.

As taught in the prior art, if nothing had been done, these billing records would result in the following charges:

1) The originating Service Provider 26 would bill the calling party for the call to System 2 as well as a charge per minute for the duration of the call to the primary call center, as well as the duration of the completeness of the call, in if applicable;

2) Depending on the Wireless Device Identification Number (WAIN) of the Wireless Device 6 and the service fee plan of the Submitter 4, the originating Service Provider 26 may also bill the Submitter 4 for royalty or royalty charges if the communication with Wireless Apparatus 6 is a stressed call; Y

3) The terminating Service Provider 26 will bill the subscriber of Wireless Device 6 for the time of connection;

4) In addition, in the event that the subscriber of Wireless Device 6 is roaming, the terminating service provider may or may not be the service provider for Wireless Device 6. In the event that charges are incurred for roaming, Termination Service Provider 26 will bill these charges to Wireless Device 6 Service Provider 26. The Wireless Device 6 Service Provider 26 will then bill the Wireless Device subscriber for these charges and any additional charges that the Service Provider 26 may choose to incur.

In one aspect of the present invention, the subscriber of the Wireless Apparatus 6, ie the called party, may not be charged for the communication session (called) with the Requester 4. This decision on whether the called party is to be billed For the incoming call, as explained above, it can be taken by the subscriber of the Wireless Device 6 or the Service Provider 26. This creates a problem in that the Wireless Apparatus subscriber Service Provider 26 still needs to be compensated. It is contemplated by the present invention that the Service Provider 26 of the subscriber of the Wireless Apparatus 6 will be compensated by the Requester 4. This compensation can be collected in the most diverse ways; however, for the sake of simplicity, it is assumed here that this compensation will be collected by Service Provider 26 from subscriber 4.

In the event that the subscriber of Wireless Apparatus 6 is not roaming, the functional capability of System 2 includes acting as a billing clearinghouse as follows. The

ES 2 364 280 T3

Service Provider 26 of the subscriber of Wireless Apparatus 6 agrees not to charge the called party (ie, the subscriber of Wireless Apparatus 6) for afferent calls from System 6. This is done, preferably, either by pricing the communication sessions originating from System 2 at $ 0.00 or by extracting the corresponding records from the terminating Service Provider 26 database (in this example, the terminating Service Provider 26 is also the wireless carrier or operator for the subscriber of the Wireless Apparatus 6).

System 2 will generate a record of this afferent call for System 2 and, if necessary, the corresponding completeness or attempted completeness for the subscriber of Wireless Device 6. This billing record is created in Billing Database 14 or in another database (not shown). As discussed above, these billing records preferably include the date of the call, the start time of the call, the end time of the call, and the resulting length of time, i.e. the length of the call. , the originating phone number for Petitioner 4, the Wireless Device Identification Number (WAIN) for the Wireless Device 6 and fields that identify the originating service provider and the service provider of the Wireless Device 6, although they are not limited by these. This record is preferably created from the records contained in Switch 12, although it is not limited to them and may contain information about the origin of the call and / or call completion branches, as well as any other information. necessary. In addition, any data received from Service Provider 26 of Wireless Apparatus 6, related to roaming and / or other charges, may also be included.

These records are then generated and transferred to the originating Service Provider 26 for inclusion in the invoice to Requester 4. This is done by constituting the billing record data in an appropriate format for each service provider billing system and transmitting the records to service providers in accordance with a periodic regimen or upon request. Service providers can then price these billing records at agreed rates and can include them on the bill to Requester 4 together with a charge per call and any charges for connection time, roaming and / or royalties or fees.

Funds collected by Submitter 4's home Service Providers 26 for these charges, or a portion of them, are preferably passed on to the System 2 provider. The System 2 provider and / or a third party using information from System 2 then distributes these funds back to the service provider for the Wireless Device 6 subscriber, the originating Service Provider 26, the System 2 provider and to the third party, if necessary, in accordance with an agreed distribution arrangement.

In the event that the subscriber of the Wireless Apparatus 6 is roaming, the functional capability of the System 2 includes acting as a billing clearinghouse, as described for the different cases below.

In the first case, the subscriber of the Wireless Device is roaming and has chosen a rate plan with which he / she is not charged additionally for his / her roaming trips. In this case, the functionality of the present invention is as described above.

In the second case, the subscriber of Wireless Device 6 is in roaming and has chosen a rate plan by which roaming trips are additionally charged; however, the Service Provider 26 for the subscriber of the Wireless Apparatus 6 has decided not to accrue these roaming charges. In this case, the functionality of the present invention is as described above.

In the third case, the subscriber of the Wireless Device 6 is in roaming and has chosen a rate plan by which he is charged additionally for the roaming movements, and the Service Provider 26 for the Wireless Device 6 you are interested in recovering these roaming charges. In this case, the functional capability of the present invention is as described above, with the following additional responsibilities for the System 2 provider and the Service Provider 26 of the subscriber of the Wireless Device 6. The Service Provider 26 of the subscriber of the Wireless Device 6 agrees not to charge the calling party (i.e., the subscriber of Wireless Device 6) for afferent calls originating from System 2. This is carried out, preferably, either by pricing the communication sessions that come from System 2 at $ 0.00 or by extracting the corresponding records from the database of the terminating Service Provider 26 or of the Service Provider 26 of the subscriber. Wireless Device 6. In this case, the Service Provider 26 of the Wireless Apparatus subscriber will also provide billing records of all calls that were completed to the subscribers of the Wireless Apparatus 6 in which the subscriber of the Wireless Apparatus 6 was roaming. These records will be provided to the vendor of System 2 and will include the following information, but will not be limited by it: the number, the originating telephone number of Submitter 4, the Wireless Device Identification Number (WAIN) of Wireless Device 6, the The date of the call, the start time of the call, the end time of the call, and any roaming charges associated with the call. System 2 will then include this information in the records that are generated and transferred to the original Service Provider 26 for inclusion in the invoice at

ES 2 364 280 T3

Petitioner 4.

If roaming charges are incurred, the Wireless Device Service Provider 26 will need to reimburse the termination Service Provider 26 in accordance with its current roaming agreement. Because there are funds flowing both ways, the only funds that need to change hands for any given month are the net differences between what the service providers owe each other and what the System 2 provider owe and / or the third.

It is contemplated by the present invention that, in certain cases, the subscriber of Wireless Apparatus 6 may choose traditional wireless billing (i.e., incur costs associated with incoming calls), rather than the party's payment solution. caller that has been proposed here.

MANAGEMENT AND UPDATING OF DATABASES

The devices and methods that are used to populate and maintain the databases of listings of Wireless Device Identification Numbers (WAIN), such as 18 and 18 ', will be described below. For the sake of simplicity, the procedure for creating and maintaining the databases will be described only with reference to WAIN Listing Database 18. The WAIN Listing Database 18 'is updated in the same way, preferably by synchronizing the WAIN Listing Database 18 with the WAIN Listing Database 18'. Of course, it is possible to implement additional call centers 16 'within System 2, such that additional instances of Database 18' can be provided.

Figure 11 is a diagram of a first embodiment in which the Wireless Apparatus Identification Number List Database 18 (WAIN) can be created and maintained. There are two fundamental methods for updating lists contained in Database 16, and both methods are given with the operator's support capacity and without the operator's support capacity. Methods for updating the Database 18 with operator assistance include, but are not limited to, the following: direct call to subscriber (i.e., by voice), Instant Messaging, SMS, Electronic Chat or Live Chat, and / or WAP, etc. Methods for updating Database 18 without operator assistance include, but are not limited to, the following: direct incoming call from subscriber to a VRU / ASR (i.e., voice recognition), Internet access (global communication) , iMode, WAP, fax, email, etc. Furthermore, the present invention provides access for notification by Service Providers 26 that new and existing subscriber accounts have been activated or deactivated, or modified. In this example, the service providers and / or the vendors under invoice for those service providers will prepare data that is provided to the System 2 provider. The possibility of gathering data for Database 18 through direct or postal mail campaigns, telemarketing activities in which people are contacted by representatives of consumer services, and / or messages is also contemplated. text or efferent data by means of which subscribers are asked to provide information regarding their subscriptions for wireless communication devices.

As explained above, a subscriber may be prompted to call the service provider to update, create and / or delete their WAIN list from Database 18. The instance may take place through advertisements. in the media (such as television, radio, newspapers, Internet portals, etc.), email, postal mail, SMS messages, etc., or inserts and / or notifications accompanying the subscriber's bill . As shown in Figure 11, a subscriber call can be answered and handled by a customer service representative, using the operator's Customer Service Representative terminal 28. In this case, the operator is preferably the Service Provider 26 corresponding to the Wireless Device 6 of the subscriber. It is also contemplated by this invention that the subscriber can call the System 2 provider, such that the operator associated with the Database Specialist terminal 36 can enter the subscriber information. It is also contemplated by this invention that a subscriber can call a VRU (Voice Response Unit) / ASR (Advanced Speech Recognition) to update, create and / or delete their list of Wireless Device Identification Numbers. (WAIN) contained in Database 18. As shown in Figure 11, a subscriber call can be answered and handled through a VRU / ASR, inserting the information into the Internet Dump or Dump Database 3. 4. The procedure by which the VRU / ASR gathers the information is similar to the procedure explained above (see the explanation of Figure 15).

As shown in Figure 11, the Carrier's Customer Service Representative terminal 28 does not directly update the WAIN Listing Database 18. Instead, operator's Customer Service Representative terminal 28 updates an Operator Emptying Database 30. Access to the Operator Emptying Database 30 from the Operator's Customer Service Representative terminal 28 is preferably done through the operator's own consumer service system or the Internet. The Operator Dump Database 30 is synchronized with the WAIN List Database 18 by means of Synchronization Technology 32. The Synchronization Technology 32 is preferably composed of one or more computing devices that read the content of the Attendant Dump Database 30 and update the WAIN List Database 18. Synchronization Technology 32 can be as simple as synchronization software built into the software of

ES 2 364 280 T3 operation, up to as complete as custom designed software that works over the Internet. It is also contemplated by this invention that Synchronization Technology 32 may be used to update the attendant database, as well as Database 18.

Database 18 may also be updated or initiated by record creation and / or record deletion, by means of Internet access. Access to the Internet is supported, preferably through a web server connected to the Internet, from which a subscriber can access the web server to create, view and update their Identification Number record. Wireless Device (WAIN). Provisions of methods and devices for accessing the Internet server and the Internet Clearing Database 34 are described in detail in the North American Application Serial Number 09 / 449,126, filed on November 24, 1999. Regardless of the particular method of access and the particular device used to access the website, the Internet Clearing Database 34 stores the WAIN list created, deleted or updated, in such a way that the Database 34 is synchronize with WAIN Listings Database 18 through Synchronization Technology 32, in the same way as it is done with Operator Dump Database 30.

The WAIN Listings Database 18 can also be updated based on data received by mail, by fax, by email, by SMS, by voice recognition, by live chat, by WAP, by instant messaging and / or by iMode messaging, etc., that are received from the subscriber. In such cases, a database specialist using the Database Specialist terminal 36 enters the subscriber's data into a Database Specialist Dump Database 38. The Database Specialist Clearing Database 38 is synchronized with the WAIN Listings Database 18 by means of Synchronization Technology 32, in the same way that it has been exposed previously with respect to the Database 30 of Operator Emptying and to the 34 Internet Emptying Database. The Database Specialist terminal 36 is preferably arranged to provide a graphical user interface input method, implemented using known software or known software coding techniques, or via an Internet browser or web browser, such as NETSCAPE Communicator or MICROSOFT Internet Explorer.

The possibility is also contemplated that the subscriber data can be received directly from the Service Providers 26 as they activate, deactivate and modify the accounts of the users' wireless devices. The Update File 29 containing the activation, deactivation and modification data can be sent or transmitted by any means (such as a DAT tape) or protocol (such as an FTP (File Transfer Protocol) ) or a NDM (Network Data Mover - “Network Data Mover”)), and then processed by the Translation Function 33, to enter directly into the Database Specialist Dump Database 38. In other words, the Database Specialist Dump Database 38 can be updated directly by the Update File 29 when the Service Provider 26 provides the data in the same format as that created by the Specialist Terminal 36 Database during update procedure with Database Specialist Dump 38 Database.

In the event that Update File 29 is received in a format that cannot be used to directly update Database Specialist Dump Database 38, Update File 29 is handled by a Translation Function 33 which runs on the Database Specialist Terminal 36 to override the data and put it in a format compatible with the Database Specialist Dump Database 38. Of course, the translation function does not need to be executed at the Database Specialist Terminal 36 and can instead be implemented using any processor arrangement that is capable of translating data from one format to another. An example of a data exchange format is XML.

In the event that activation, deactivation or modification data is provided by the Service Provider 26 in the customer service database of the Service Provider 26, it is then contemplated that the Operator Emptying Database 30 can recover and / or receive specific new, deleted and / or modified listings for inclusion in the Database 18.

It is contemplated that the activation, deactivation and modification data received from Service Providers 26 may lack certain fields required for accurate registration within the Wireless Device Identification Number listing database. For example, the data received from Service Provider 26 may not include the actual subscriber number. In this case, it will not be possible to consult a list based on the subscriber's name. In these cases, telemarketing, mailings, advertisements, sweepstakes, direct data messages to the subscriber of Wireless Device 6, etc., are used to contact the subscriber in an effort to complete or correct the data, or to advise subscribers to contact the System 2 provider (or their local service provider) to update their records. It is also contemplated that, according to the Petitioners 4, who are subscribers of Wireless Devices 6 with lists that have missing or missing information, call System 2, these can be requested by a VRU (Voice Response Unit) / ASR (Advanced Speech Recognition) to provide and / or update your data.

ES 2 364 280 T3

It is also contemplated that a customer service representative can use terminal 28 of the Operator's Customer Service Representative, or that a database specialist can use terminal 36 of the Database Specialist to update the Database 34 Internet Dump instead of, or in addition to, the Operator Dump Database 30 and the Database Specialist Dump Database 38, respectively.

In order to increase the number of subscribers who empty their own tickets, you can reward yourself with promotions or other incentives to those who take responsibility for updating their own tickets. These promotions can be targeted at individuals, group subscribers (such as corporations), or service providers. Promotions geared towards individuals or groups may include, but are not limited to: giveaways, free connection hours, free service packages, and free use of custom closing parts, should they update their own listing. Similar types of incentives can be directed to a group of subscribers such as large corporations that maintain a large number of wireless devices. Incentives for service providers may include deep discounts on the cost of System 2 if the service provider provides regular updates to the database, although they are not limited by the database.

In the area of ​​smaller incentives and promotions for individuals or corporations, it is possible to offer free use of new services to request database updates. These promotions may come in the form of advertisements, closing party offers, and other similar methods. Additionally, periodically, when Database 18 recognizes that a particular entry for a subscriber is missing information or has not been updated for a long time, for example, a year, System 2 may be prompted to call directly and / or to send a text / data message (ie WAP, SMS, iMode, etc.) to the Wireless Device asking the subscriber to update their records. Not only can this call be prompted for a specific period of time, but it can also be prompted when errors are detected in call completeness, other services, and / or listing information.

In addition to the Wireless Device Identification Number (WAIN) Listing Database 18, Operator Clearing Database 30, Internet Clearing Database 34, and Specialist Clearing Database 38 of Database, an additional Reward Database 75 is attached to WAIN Listing Database 18. The Reward Database 75 is used to keep track of any promotional rewards or any other rewards that are given to subscribers when they respond to advertisements or promotions that instruct them to help clear their records.

For example, when a subscriber responds to the promotion and updates their registration by one of the methods described above, the Reward Database 75 stores the information regarding the promotional incentive. Based on the particular incentive, Reward Database 75 encodes the free service within Database 18 by adding the appropriate codes to Listing Table 52A of the subscriber's entry. When appropriate, applicable incentive information can be sent from Database 18 to the subscriber's operator. The Reward Database 75 will then extract the code, at the specified time the promotion ends or the promotion has been exhausted. The promotions listed above are intended only to be examples of possible promotional or incentive schemes and are not intended to limit the scope of the invention in any way. Any promotion that is passed on to subscribers of any size and that is used to maintain an up-to-date Database 18 is contemplated within the scope of the present invention.

Figure 12 is a diagram of a second embodiment in which WAIN List Database 18 can be created and maintained. The essential difference between the first embodiment shown in Figure 11 and the second embodiment shown in Figure 12 is that the second embodiment replaces the Attendant Dump Database 30, the Internet Dump Database 34 and Database Specialist Clearing Database 38, by a Master Clearing Database 40. The Master Dump Database 40 serves to add functions from the Carrier Dump Database 30, the Internet Dump Database 34 and the Database Specialist Dump Database 38, and it is used as a common interface point for the Operator's Customer Service Terminal 28, for the Internet and / or for data-related updates and the Database Specialist Terminal 36.

Master Emptying Database 40 is synchronized with Database 18 of Fixture Identification Number Listings (WAIN) via Synchronization Technology 32. Using a master flush database simplifies synchronization technology requirements, requiring less synchronization, and simplifies network connectivity, hardware and software expenses, and maintenance expenses resulting from fewer requirements , compared to the first embodiment. It is important to appreciate that both solutions are likely to be used by different carriers, based on their network and security requirements.

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Figure 13 is a diagram of a further example of the components that are used to provide access to Internet Dump Database 34. As shown in Figure 13, access from the Internet or other Communication Network takes place through one or more Firewalls 45, one or more Web Servers 4, and one or more Application Servers 46. In this way, subscribers and other users, for example, database specialists, consumer service representatives, and the like, use Communication Network 44 to establish a communication session using a web browser or other web browser technology. graphical user interface capable of supporting a data communication session between the subscriber terminal and the Web Server 44, through the Communication Network 42. Software and methods for facilitating communication between a subscriber terminal and Web Server 44 are known.

The Web Server 44, the Firewall 45, and the Application Server 46 may take the form of any known computer hardware that is equipped with random access memory, read-only memory, a central processing unit, a network interface, and a network interface. appropriate storage devices. For example, personal computer servers equipped with INTEL (or compatible processors) or UNIX-based servers can be used. In general, the Web Server 44, the Firewall 45 and the Application Server 46 have been sized to have capacities corresponding to the anticipated demand demanded of them.

As shown in Figure 13, Web Server 44 facilitates communications with subscribers using Communication Network 42 and serves, for example, web pages using the Hypertext Transfer Protocol (HTTP), preferably written in one or more of the combination of Active-X, JAVA, and hypertext mark-up language (HTML).

The underlying application that operates the Web Server 44, for example, the application that accesses the Internet Dumping Database 34 and provides the Web Server 44 with various data and options to present to subscribers, is carried out by Application Server 46. In other words, the Application Server 46 stores and executes software that controls the global interaction between a subscriber and the Internet Dump Database 34, by giving instructions to the Web Server 44.

The Web Server 44 compiles the HTML display screens to be presented to the subscriber terminal using predetermined display screen layouts and data provided by the Application Server 46 and by the user. Of course, the Web Server 44 can also send Active-X instructions, JAVA application applets or subroutines, and the like. Web Server 44, Firewall 45, Application Server 46, and Internet Dump Database 34 can communicate using any networking technology.

The Web Server 44, the Firewall 45, the Application Server 46, their arrangement, and the overall operating software are known to those of ordinary skill in the art. However, the software necessary to implement the specific functions of the present invention as described herein constitutes aspects of the present invention that are not known.

Figure 14 shows an example of the components used to provide access to the Master Dump Database 40, in accordance with the present invention, for example, providing the arrangement shown in Figure 12. It is to be appreciated that the Physical layout of Firewall 45, Web Server 44 and Application Server 46, in addition to the software running on them, is preferably the same as that shown in Figure 13. The most significant difference between the arrangement shown in Figure 14 and the one shown in Figure 13 is the use of the Master Dump Database 40 instead of the Internet Dump Database 34.

While the present invention has been described in connection with particular embodiments thereof, many other variations and modifications, as well as other uses, will become apparent to those skilled in the art. It is therefore preferred that the present invention be limited, not by the specific disclosure given herein, but by the accompanying claims.