Automated operator assistance calls with voice processing

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

H - Electricity

04

M

344/12.1

H04M 3/60 (2006.01) H04M 3/51 (2006.01)

Patent

CA 1282479

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

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