Semi-automated operator assistance telecommunication calls

Details Semi-automated operator assistance telecommunication calls Semi-automated operator assistance telecommunication calls

H - Electricity

04

M

H04M 3/42 (2006.01) H04M 3/50 (2006.01) H04M 3/51 (2006.01) H04M 3/60 (2006.01) H04M 17/02 (2006.01) H04Q 11/04 (2006.01)

Patent

CA 2020240

Abstract An operator assistance call handling arrangement is disclosed featuring the use of an intelligent telecommunications station (intelligent phone) for the collection and transmission of call data to an operator assistance system for setting up a call without the intervention of an operator. The intelligent phone is equipped to handle CCITT (International Consultative Committee for Telephone and Telegraph) standard Layer 3 (Q.931) call control messages defined for message associated user-to-user information (MA-UUI). The operator assistance system is part of a central telephone office switching system, and is connected to the intelligent phone via an integrated services digital network (ISDN) basic rate interface (BRI). For station-to-station (station) collect calls, person-to-person (person) calls including collect and calling card calls, and bill-to- third party calls, a calling (back) party enters information identifying the class of charge (COC) and other call data at the intelligent phone, which formats the information into a user-to-user information element (UUIE). The intelligent phone then places the UUIE comprising the call information into a Q.931 SETUP message and sends the SETUP message over an ISDN D-channel to the switching system comprising the operator assistance system to set up an ISDN B-channel call between the back party and a called (forward) party. By utilizing the COC information, connections for collect, person and bill-to-third party calls are set up without the intervention of an operator. Later, when the operator assistance system seizes an operator position to service the call after the call has been answered by the forward party, the call data is automatically displayed for the operator. A time and charges information delivery arrangement is also disclosed utilizing an intelligent telecommunications station (intelligent phone) for displaying that information after a termination of a call. The intelligent phone is equipped to handle CCITT (International Consultative Committee for Telephone and Telegraph) standard Layer 3 (Q.931) call control messages defined for message associated user-to-user information (MA-UUI), and is connected to a central telephone office switching system via an integrated services digital network (ISDN) basic rate interface (BRI). After an operator assistance call is terminated, the operator assistance system that processed the call sends a Q.931 SETUP message to the intelligent phone over an ISDN signalling channel (D-channel). The message includes a data block, comprising time and charges information. When the intelligent phone receives the message, it ignores the call setup request, and simply displays the information sent in the message. Thus, without any action by an operator, a public telephone customer receives time and charges information for the terminated call, without establishing a new call (B-channel call) between the operator assistance system and the intelligent phone.

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