CA2597142C - Method and system for directory assistance services - Google Patents

Abstract

A mobile telephone, or personal communication services subscriber who wishes directory assistance services is connected in the conventional manner to an operator who identifies a destination telephone number desired by the subscriber. As known in the prior art, the operator then initiates a call connecting the subscriber to the destination telephone number. In a preferred embodiment, the operator locates a desired destination telephone number in a computer database, and can select automatic dialing of the located number. Further, rather than dropping all further involvement with the call, the preferred embodiment of the present invention continually monitors the connection thereby established for a predetermined DTMF signal issued by the customer, such as that obtained by pressing the "*" button. If such a signal is detected, the customer is transferred to a directory assistance operator, who can then provide whatever further assistance is needed (e.g., providing further directory assistance). If a busy signal or non-answering party is detected, a customer is given a plurality of options including leaving a recorded message or page, or a predetermined alphanumeric message or page for the called party. In this case, the system automatically tries, repeatedly, to deliver the recorded message or page and, optionally, confirms successful or failed message delivery to the calling party.

Description

24BTHOn AND SY STRM FOR DIRFCTORY ASSISTANCB SBRVICZS
Field of the Invention The present invention relates to systems for providing directory assistance services. More particularly, the present invention relates to a directory assistance service with flexible connectic-i options so that a caller can more readily communicate with a party that is presently unavailable.
Background and Summary of the Invention Telephone directory assistance services ha=Le been available for the past century. While improvements have been made over the decades, such systems are still poorly suited for many users, including in particular, subscribers of mobile telephone services (e.g., cellular and personal communications service ("PCS") subscribers).
In prior art directory assistance services, a customer dials an operator and identifies the name and address of a party whose telephone number is desired.
The operator then locates the number, using printed directories or a computer database, and provides the number to the customer. (The provision of the number is sometimes done by the live operator, but more typically is done with a synthesized voice response unit that provides an automated voicing of the number.) After the customer's inquiry has been satisfied, the connection to the operator is terminated.
While satisfactory for most customers, this arrangeiaent is ill-suited for many mobile telephone and/or PCS customers. For one, such customers are usually away from their.general woik environments (e.g., in a vehicle), and thus may not have ready access to a pencil and paper in order to make a note of the desired number. (Even if such materials are available, the customer may not find it convenient to interrupt other activities, e.g., driving, in order to make a note.) In addition, the process of initiating a second call -- to tt,ie dasired party -- entails further manual operations (e.g., hanging up, waiting for Lriother dial tone, and, dialing) which may be a hindrance to the custo.ner's other activities.
The present assignee has redressed certain of these difficulties uy providing a directory assistance service that eliminates the need to make a note of the desired number, or undertake a redialing exercise.
Instead, after determining the telephone number desired by the customer, rather than voicing it to the customer, the directory assistance operator proceeds to initiate a call to the desired party, and connects the new outgcing call to the original custoner. This arrangement obviates the need for the customer to make a note of the voiced number, or to undertake a redialing exercise.
Powever, the nurri: er can still be voiced to the customer if desired.
Rather than dropping all further involvement with the call, as is typically done with most directory assistance systems, the assignee's directory assistance system continually monitors the conr2ction thereby established for a predetermined DTMF sigial issued :)y the customer, such as that obtained by pressing the "*" button. If such a signal is detected, the customer is transferred who can then provide whatever further assistance is needed. By this arrangement, the press of a single button by the customer suimnons further directory assistance, rather than the redialing procedure normally required.
Ho=vever, if the initiated call is not completed because a "busy" tone is received, or a continuous ringing signal for a non-answering party is received, then the customer must either immediately contact the directory assistance operator again (e.g., with the press of a single button as was described above) or hang-up and re-connect to the directory assistance operator again at a later time by unCertaking a redialing exercise.

If the caller re-conr.zcts to the directory assistance operator, the c.parator can re-initiate the call, rut if the line is busy, or the party is r.ot answering, then the caller must either write down the desired number, or call the directory assistance tiervice again at a later time. Both of these options are un-satisfactory for many cellular telephone custemers as they disrupt-the customer's activities.
In accordance with one preferred embodiment of the present invention, a directory assistance service is provided which alleviates the busy signal and nDn-answering parties problems. For example, in one embodiment, a caller =aho wishes directory assistance services is connected in the conventional manner to a directory assistance operator who determines the destination telephone number desired by the caller. The operator and the system, ther. initiates the call connection to the destination telephone number for the caller.
If a busy signal (or any other non-rinying c.-intercept signal, e.g., re-order, disconnected number tone, tri-tone, etc.) is detected, an on-line call monitorinS and reporting system drops the connection to the busy called party, and a voice response unit plays a message to the caller with the following optior.s: (1) to laave a message for the busy called party; (2) to listen to a voiced play back of the telephone number just called so the caller can write dowr. the number for future unassisted calls; (3) continue calling the requested party every N minutes, where N is determined by the callex or set by default (e.g., set by the service provider); (4) call the requested party again;
(5) page the busy called party at anotber number; or (6) to return to the directory assistance operator for further assistance.
If the caller chooses option (1), the caller can record a veice message, or send an alphanumeric character message. The caller can also choose this oFtion at any time by pressinc; the "M" (the number six) key or other predetermined key(s).
The directory assistance service will atte<apt to contact the busy called party at specific duratiens (e.g., once every half hour) to automatically deliver the calling party's message (i.e., either a recorded voice or an alphanumeric message). After a certain number of unsuccessful attempts (e.g., 10 attempts), the message delivery to the busy party is canceled. The caller alsc hzs a "confirmation" optior. wherein the directory assistance system calls the caller back to corfirnn successful or failed delivery of the messace_ If the calling party chooses option (2), the system provides an automated voicing of the n-:amber to the caller. The caller can record this number for future unassisted calls to the called party. The caller can also choose this option at any time by pressing the pound or number "#" key twice or other predet=rmine-d key(s).
If the caller chooses option (3), the system will continue calling the busy party at set intervals.
The caller can also choose this option at any time by pressing the "C" (number two) key or other predetermined key(s).
If the caller chooses option (4), the system immediately redials the called party. If the line continues to be busy, the caller can repeatedly select this option to continue redialing the called party.
If the caller chooses option (5), the systam pages the called party. Like option (1), the caller also has a"confirmation" option wherein the directory assistance system calls the caller back to confirm successful or.failed delivery of the page. The caller can choose from a predetermined set of alphanumr.ric character messages to send with the page. The caller can also choose this option at any time by pressing the "P" (number 7 key) at any time or other predetermined key(s).

If the caller chooses option (5), the caller is returned to the directory aasistai,ce operator. If the caller has not responded after a predetermined time-out period, the system preferably defaults to option (5) and automatically rcturns to an operator. At any time the caller can press the star "*" key to return to an operator. The directory assistance operator can then provide further "live" assistance to the caller.
If a ringing signa?. for a non-answering party is detected, an on-line call monitoring and reporting system would after a pre-determined interval, mute (i.e., attenuate or remove) the ringing tone "Lor the caller while the actual ringing of the called party continues. A voice response unit plays a message for the caller with the following options: ;1) to leave a niessage for the busy called party; (2) tr listen to a voiced play back of the telephone number just called so the caller can write down the number for future unassisted calls; (3) to continue calling the requested party at selected intervals; (4) to page the busy called party; (5) to return te.a,adible ringing for the call; or (6) to return to the directory assistance operator for further assistance;
If the caller chooses option (1)-(4), the same scenarios described above for the "busy signal" take place. If option (5) is chosen, the system continues ringing the called party. The system defaults to one of the options (e.g., option (5)) if the calling party does not make a selection within a predetermined time-out period.
The ability to leave a message or page that is automatically delivered to a busy, or non-answering -party provides a number of benefits to the caller, the busy and/or non-answering party, and the directory assistance service. The caller does not have to record the called party's phone number, or initiate a second call to the.directory assistance service at a later time to try and contact the desired party whose number is not initially known. The caller can also receive confIrmation of successful or failed delivery of the message or page, relieving the caller of the burden of checking as to whether or not the recorded message actually did get delivered. Thus, interruptions to *_tie cal:er's activities are kept to a minimum, which is important whe;i the caller is using a mobile telephone or PCS device. Minimal interruptions are also important to land line callers.
A caller ca*i also leave a message for a bu3y party, and/or a non-answering party without an answering machine, ne=ther of which is normally possible. In addition, a message c,r page can be left with a non-answering party who is using another telephone service feature (e.g., call waiting) which would normally prevent a caller from making a connection and leaving a message, even if the non-answering party had an answering machine.
The called party will receive messages that could normally not have been delivered. Thus, the called party is less likely to miss an imporcant niessage. The directory assistance service also benEfits since directory assistance operators can cpend more time opeaking to and connecting new callers, instead of c.:ntinuously interacting with a caller who is experiencing a busy signal, or a non-answering party.
In another embodiment of the present invention, a caller can provide input choices by speaking the name of the input buttons that are normally pushed. For example, if the caller was asked "to press or speak one"
for a response, the caller could speak the word "one,"
thereby choosing response number one. Therefore, a caller who encounters a busy (or other intercept signal, e.g., reorder, disconnected number, etc.) or non-answering party for example, can leave n recorded message for the party without any additional keypad input after dialing the directory assistance service.
Speaking the responses to menu questions offers a substantial benefit over directory assistance services which require telephone keypad inputs. Mobile telephone customers who may be engaged in other activities (e.g., driving a vehicle) that make it inconvenient to continually press keys on the telephone keypad, can simply speak responses to menu item:a.
The foregoing and additional features and advantages of the present invention will be more readily apparent fr,= the following detailid description, which proceeds with reference to the accompanying drawings.

ic Brief Description of the Drawincss Fig. 1 is a block diagram (iepicting the hardware used to implement one embodiment of the present invention.
Figs. 2A-2E is a flow chart depicting the process by which directory assistance messages for non-answering parties are provided to a customer in accordance with the Fig. 1 embodiment.
Figs. 3A-3E is a flow chart depicting the process by which directory assistance messages for busy parties are provided to a customer in accordance with the Fig. 1 embodiment.

Detailed Descrintion Overview of System With reference to Fig. 1, a directory assistance center 10 according to a preferred embodiment of the present invention includes one or more Tl links 12 for connection to customer networks, a private branch exchange (PBX) 14, and a channel bank 16 for coupling to a plurality of operator telephones 18. Each operator is further equipped with a terminal 20 that includes a video display unit and aMRTY.keyboard with associated dialing pad. The operator terminals are coupled to a terminal server 22, which in turn is connected over a data network 24 to a database server 26. The data network further connects to a PBX host computer 28 and a voice response unit (VRU) 30. The data network consists of, but is not limited to, a Local Area Network (LAN) supplemented by a number of point-to-point serial data links.
The Ti links 12 provide connection between the directory assistance ceri-er 10 and the cellular carrier's switching center, through which incoming directory assistance calls are received. The Ti links 12 further provide connection to the network over which outgoing calls are placed (which network may be different than that used for incoming traffic).
The PBX 14 is conven-~ional, and its operation is governed by instructions stored in the PBX host computer 28. These instructions simply imple:nent the processes hereafter described. In the preferred embodiment, the PBX supports digital T1 telephone circuits, while in other embodiments other PBXs can of course be used.
Includ._d in the PBX is digital signal processing circuitry which provides the requisite conference capability (described below), and dual tone multi frequency (DTMF), and multi frequency (MF) tone generation/detection capabilities and complete call progress analysis (detection and reporting).
Incoming calls received by the PBX 14 are connected to an available operator via a T1 circuit 32 that is connected through the channel bank 16 to an operator's telephone headset 18. The operator headset can be that of a standard telephone (e.g., shown in Fig.
1), a headset which is attached to the operator's head and allows "hands free" operation (not shown in Fig. 1), or any other variety of headsets known in art. If no operator is available when a call is received, the call is queued until an operator becomes available. The queuing and call distribution is standard Automatic Call Distribution (ACD).
The terminal server 22 simply serves as an interface between serial devices, such as the operator*
terminals 20, and the data network 24, allowing the terminals to log in as devices on the network.
The database server 26 provides operators with the means to search for a customer's desired party, and determine the appropriate telephone number. In the preferred embodiment, the database provides the capability to search not just by name and address, but also by type of goods/services and/or geographical region. (E.g., the preferred database can answer queries soliciting the names/numbers of shops carryi.,zg model rocketry supplies in southeast Portland, Oregon, or of Chinese restaurants on a given street.) Data indexed ir. this fashion is usually not c.ommercially available, so the present assignee tcarts with a commercially available 3atabase file (e.g., the Directory Assistance Database Source available from U.S.
West), and enriches it by adding further data manually.
Desirably, the results of the database search presented on the operator's terminal 20 are not alphabetized prior .to display, but rather s.re presented in the order located by the database search engine. (If desired, a deliberate randomization of order could be effected before display. Businesses at the beginning of the alphabet are thereby not unduly favored by customers using the directory assistance service.) The database software itself is conventional.
The presently preferred best mode is to use a relational database, such as is available from Oracle. However, much simpler software can alternatively be used, such as DBase 4.
The voice response unit (VRU) 30 is incorporated into the system to play the constantly repeated parts of an operator's speech, namely the various greetings and closings. Not only does this system provide a voice-saving and monotony-relief function for the operators, it performs a'brand_ng' function (i.e. the pre-recorded messages incorporate the name of the telephone company through which the ciistomer was routed to the directory assistance service), and it also reduces the amount of time an operator is actually connected to a customer.
The VRU 30 is connected via the data link 24 to the PBX host 28 and, via one or more '11 spans 32, to the PBX 14 itself. More than one VRU can exist in a system.
At appropriate stages ir. a call progression, the PBX
host 28 initiates a voice path ccnnection between the VRU and the PBX such that the caller, or the caller and the operator, are able to hear whateve:: pre-recorded speech is piayed on that circuit by the VRU 30. It then instr.ucts the VRU, via the data network, wha:: type of message to Dlay, passing data parameters that enable the VRTJ to locate the t.-asage appropriate to the call state, _he service-providing telephone company, and the operator. The recording density used is high enough to provicie a sufficient quality of message playback that most u3ers of the system should be unaware they are iistening to a recording.
The PBX 14 detects ringing and busy sigr:als on outgoing lines from the P9X host 28 using its coinplete call progress analysis capability. The voice recording and playback capabilities of the VRU 30 are utilized as described below to provide a caller the option to leave a recorded message for a busy or non-answering called party. The VRU's voice record and playback capabilities along with the PBX's dialing capabilities also are utilized to try and contact a busy or non-answering party at a later time and deliver messages and/or pages requested by a customer as described below. Preferably, the caller's phone n-amber is reported to the PBX 14 ir. a conventional manner as a strina of data sometimes referred to as the announced number identification (ANI). The PHX 14 also utilizes a string of data sometimes referred to as the dialed number identification string (DNIS) as is conventionally known for identifying a number dialed by the caller (i.e., to the center 10) possibly with translation.
lJgthod af boeration Customers of a particular telephone company simply dial the access digits established for directory assistance by that company. Examples of typical access digits are "*555" and 1555-1212' and 04110.

ihe participating telephone company's c+an Ea:itching system will then.rrroute the call to the direc*_orf assistance service center 10 (via a T1 channel), where-it appears =.a an incoming ca11.-Automatic Call' Distribution (ACD) lagic is used to queue incoming calls in an incoming call queue, (i.f necessaryi and distribute calls to eperators in the order in which they are received, and such that the call traffic is distribttted evenly among the operators_ When a call is connected to an operator, the VRU
30 (also conferenced into the call) plays a.greeting me4sage, using a-message pre-zecorded by the connected operator. Both the operator and the callisg customer hear the message, which incorporates t'. name of the service or company to which the c:istomer is a subscriber (in other words, the call is "branded"). Tne message ends with a prompt, thus cuing the customer to volunteer what information they are seeking.
When the automated greeting is couplete, the VRU
is disconnected, and tre operator and the customer are left connected by a 2-way speech path. Fram this point, the caller is interacting with a live operator.
In the event the VRU is non-functianal (for.
whatever reason), the '-ncoming call is coffiected to the operator and a short "trill," or "zip" tone is played to indicate that a caller is on the line. =(Note that once operators are logged in to the system, they wear headsets, and have their telephones 18 permanently off-hook. Their telephones do not ring when a call is presented.) The operator then speaks a greeting and prompt in real time, instead of the VRU p3aying a message.
If the caller requests information concerning, for example, local theater performances, the operator speaks a response to the request. After the query is answered, the caller is released from the call, an3 the operator becomes available to handle further calls.
If the caller is seeking directory assistance, the operator engages in live dialogue to establish the name and other pertinent information of .he wanted party, and then initiate a datat;ase sear*_h'using the ooerator terr.=inal 20 and assr,ciated"dataase serrer 26.
?n the event of an unsuccessful search, the operator will use alternative sources, such as the Electronic White Pages (EWP) or even printed directories.
The operator can connect the call=_-r to the wanted party's r.limbPr using a-se of severa. possible methods of call transfer, which include p_~_marily Blind Transfer (also known as "connect') and Ho:iine Transfer (also known as Yconference co nPcti) described below, and also several sub-options to these call transfer methods. Alternatively, at the c-alle_'s aption, the operator or VRU 30 can simply voice the nunber to the caller.
In either case, the call transfer '_s invoked by sending a sequence of digits.(!t: inclc:des the wanted party's number) to the PBX host 28. The ccaventional method of doing this is simply dia?ing the digits on the operator's telephone handset (having first depressed the "flash" key to obtain dial tone). This met:od is always available. A much quicker and more accuratt call completion method is generally preferred: the operator highlights the desired database entry on the screen of the terminal 20, and then initiates Blind or Hotline transfer to that number by entering a few keTstrokes on the terminal keyboard. In this case, the database server 26 transmits the eame digi2i sequence as part of a message to the PBX host 28, via the network 13.
14l=tnmared Call ComQletion Method More specifically, in the preferred astocated call completion method, the operator locates the desired listing in the database, and presses the "ent~er" key at the operator terminal 20 to select the listirr.
Whereupon, the operator terminal 20 display a main call completion menu along Mith a oelected lioting. Cne example of such a menu is as follows:

Mai~. Call Completion Menu ------------------.------------1) Connect with Transfer back 2) Connect with NO Transfer back 3) Confereni~e connect with Transfer back 4) Conterence connect with NO Transfer back 5) Provide number before connectien 6) Supervisor 7) Manual Dial 8) No connect Options (1) and (2) of the main call completion menu initiate the "Blind Transfer" to the selected listing as described more fully below. Options (3) and (4) initiatethe "Hotline Transfer" described more fully below. Option (5) initiates an automated (e.g., synthesized or recorded) voicing of the wanted number to the calling pacty by the VRU 30. Option (6) is selected by the operator to summon the operator's supervisor for assistance handling the call. Option (7) overrides automated dia=irg of the selected listing, and allows the operator to manually dial a number at the operator terminal 20. Option (8) cancels call completion.
When the operator selects option (7), the operator terminal 20 displays a call completion sub-menu such as follows:

Manual Dial Call Completion Sub-Menu ------------------------------------Enter telephone number 1) Connect with Transfer back 2} Connect with-NO Transfer back 3) Conference connect with Transfer back 4) Conference connect with NO Transfer back 5) ;:rovide number before connection 6) Supervisor 7) Change Number 8) No connect Upon selection of any of the conn.:ction optioiis (1) - (4) of either the main call completion menu cr manual dial call comipletion submenu, the database servt_ 26 sends a data packet to the PBX host ?8, via the network 24. The data packet contains the approariate station IA and the digit sequence of the selected listing or manually entered telephone number in the case of option (7), The PBX host 28 creates a conference bridge with the caller and the called party, then either completes the "Blind Transfer" in the case of options (1) or (2) or coritinues with the "Hotline Transfer" in the case of options (3) or (9). In the case of options (1) or (3), the tone triggered return transfer operation which is described more fully belo-e is enabled during the call. In the case of options (2) or (4), the tone triggered return transfer or transfer back operation is disabled as also discussed more ful:-1 below.
Blind Transfer Connectio,i "Blind Transfer" is the normal means by which an operator establishes a connection t;etween the caller and the wanted party's number. As soon as the PBX hos: 28 receives the Blind Transfer command (whether from the database server 26 or the operator's telephone set 18), an attempt is made to establish a route out of the PBX
14. If successful, the circuit is seized and the address digits propagated, using the protocol the circuit is configured for: the operator is released from the call and made available to receive further calls. If the VRU 30 is operational, it is comaoaa3ed to play a closing message (pre-recorded by the just-released operator). if the VRU is not available, the operator speaks the closing message before initiating the transfer. Optionally, the outgoing call set-up can be initiated sometime before the closing message completes (e.g., at a time equal to the average or expected time of call set-up prior to the completion of the closing message). The VRU status is known by whether the call was initiated by a VRU-played greeting, or by zip tone_ Failed routing attempts cause reorder tones to be returned to the operator'v handset, or an error indication to be returned to the database server 26 (depending on how rhe PBX host received t_*~e trar.sfer command), Hot Line Transfer Connection Like Blind Transfer, the "Hotline ',ransfer"
method of establishing a connection between the caller and the wanted party's number can be initiated by the operator from either the telephone handset 18 or f:.:om the data terminal keyboard 20. The difference is that the operator is not automatically released from the call in a Hotline Transfer. Instead, he/she is canferenced into the call by the PBX 28 and is able to monitor its progress. Using either the telephone handset or the data terminal keyboard, the operator may wi.thdraw from the call after verifying its cstablishment, or may cause the called circuit to be released and then re-engaqe in dialogue with the caller. Hotline Transfers are used when a caller requests that the operator 'stay on the line."
Tone-Tpiaaered Return Transfer If, after initiation of a transfer (whether'or not it suci:eeds), and at any time before the caller hangs up, the caller requires further operator assistance, the caller can perform a tone signal triggered, return transfer back to an operator (herPinafter referred to as "tone triggered return transfer" or "transfer back"). This is dcae simply by prnssing the "*" (star) key or another designated key on the caller's telephone once or twice (depending on the network, and as instructed bv the operator in the closing messaga).
The star or other designated key tone(s) is det2cted by a DTMF receiver' (allocated in the PBX 14 for the entire duration of the call), and causes the caller to appear as a fresh call to the ACD logic. Detection of the DTM? tone results in the caller being placed in a priority queue, from which the caller is connected to an available operator. W'nereupon the PBX host 28 instructs the connected VRU 30 to play the appropriate pre-recorded returngreeting. Note that the call is allocated to an operator according to the ACD algorithm,.
and r,,ay or may nc,t be the same operator that previously handled this call.
The priority queue is different from the incoming call queue in which the caller was initially placed. The ACD algorithm allocates calls to operators out bf the priority queue first. The priority queu-~ is processed until it reaches some predetermined level (e.g., the priority queue is empty). When an operator becomes available and the priority queue has reached the predetermined level, then new incoming calls are assigned to the operator from the incoming call queue.
This gives precedence to calls already in progress (as compared to newly initiated calls to the directory assistance service).
The "tone triggered return transfer" feature enables callers who have been transferred to recall an operator if the transfer does not complete satisfactorily (for example, receipt of reorder tone, busy tone, operator intercept tri-tones, ring-no-answer, silence, or wrong number) . It also enables a caller to request a follow-on call at the completion of a successfully completed call without incurring the delay or difficulty of re-dialing into the sysct.m.
It will be recognized that, in the pr-:ferred embodiment, the desired number is not voiced to the customer unless explicitly requested. Sometimes a customer uses the "tone triggered return transfer"
feature to request that the number be voiced if, for example, he or she finds a follow-up call iu necessary later.
Sometimes the customer will be connected to a destination telephone number that makes its own use of "=" or othere designated key tone. For example, some automated order entry systems require the caller to press the "+" key to signal the end of an entry, etc.

Others require the caller to press the "*" key to acceFs certain information.
To accommodate such possibi:ities, the preferred embodiment of the present invention stores uata in database 26 to indicate which destination numbers make their own use of the "*" key or other transfer back feature designated key or key series. If the customer is connected to such a destination telephone, then the "tone triggered return tr.aisfer" feature is disabled.
If the user presses the "*" key while connected to such a destination number, it is ignored I:y directory assistance center 10. But when the customer thereafter calls another destination telephone number that is not so listed in the database, the "tone triggered return transfer" feature is once again available.
Sametimes database 26 may not contain complete information identifying destination nuRubers that make their own use of the "i" key. Moreover, some directory assistance systems may not track this data at all. In such circumstances, the directory assistance center 10 desirably includes provision to manually disable the "tone triggered return transfer" tone detector. This disabling can be done by operating a switch at the operator's console, by entering a command on the operator's keyboard, or by activating an icon on the operator's terminal 20.
Buch a manual disabling of the "tone triggered return transfer" tone detector can occur, for example, when a caller is inadvertently transferred back to the operator by using the "*" key to access a service at the destination number. The caller can note the problem to the operator, who can disable the feature and reconnect the caller to the destination number. In other situations, the caller may know in advance that the destination number makes use of the "*" key (e.g. for electronic banking), and can request that the operator disable the "tone triggered return transfer" tone detector before the connection is first made.

Process for Non-Answerina Party Connection ions A flow diagram illustrating the sequence of events in a directory assistance system with connection options for a non-answering party according to the preferred embodiment of the invention is shown in the flowchart in Figs. 2A-2E.
When a call is received by the directory assistance center 10 as a result of a caller dialing the access code for the directory assistance sen=ice (step 38 of Fig. 2A), the call is either assigned :mmediately to an operator if any operator is avaiaable, or the PBX
14 queues the caller's call in the incoming call queue and eventually ass4.gns the call to an operator as operators become available as described above (step 40 of Fig. 2A). When the caller is connected, the 'JRU 30 plays the normal directory assistance greeting (step 42 of Fig. 2A), and the caller and the directory assistance operator speak (step 44 of Fiq. 2A). The operator 40 locates the number of the party desired by the caller and transfers the call (step 46 of Fig. 2A) as described above. The VRU plays a closing message and the caller is connected to an outgoing circuit to connect to the desired party (step 48 of Fig. 2A). At any time the caller can press the star "*~ key to talk again to a live directory assistance operator (step 50 of Fig. 2A).
The PBX uses a plurality of dedicated Digital Signal Processors (DSPs) to continuously monitor each of the lines connected to the PBX. Each DSP is assigned one or more lines to monitor continuously.
If the destination number rings for a pre-determined durat!.on (e.g., 6 rings or a predetermined time period (e.g., 40 Qecs.) without answering) after a call is transferred by the directory aseistance operator to a destination number (step 52 of Fig. 28), the ringing tone is muted (step 54 of Fig. 28) for the calling party by the PBX 14. 'The ringing signal actually continues on the circuit to the called party, however, the audible ringing tone is no longer sent to the caller.

After muting the audible ringing tone for the caller, the PBX 14 instructs the VRU 30 to play a message to the caller providing available options for "the caller (sa-ep 56 of Fig. 2B). For example, in the preferred embodiment of the present invention, the following options are included for the caller by the voice playback unit for a non-answering called party:
Non-Answering Called Party Initial Main Menu 1. If you would like to leave a message for this non-annwering party, please preas (or speak) one now.
2. If you would like to receive the number of this non-ansvering party, please press (or speak) two now.
3. If you would like to call this non-answering party every N minutes, please press (or apeak) three now.
4. To page this non-answering party, please press (or speak) four now.
5. To continue holding for an answer, please press (or speak) five now, and stay on the line. Audible ringing will be returned to your call.
6. To hang up, please press (or speak) six now, or hang up your reeo!iver.
7. To return to an operator for further assistance, please press star at any time.
However, more or fewer options could i,e included in this menu. Further, the menu can be arranged as a multi-level menu tree, with menus of additional sub-options accessed by selecting a main option from the initial main menu. In another enbodiment of the present invention, the following options are included in the initial main menu for the caller by the VRU 30 for a non-answering called party:
Non-Answering Called Party Alternative Main Menu 1. If you would like to leave a measage for this non-anawering party, press the "N= key at any time.
2. if you would like to raceive the number of the non-answering party, press the pound key twice at any timo.
3. If you would like to call the non-answering party every N minutes, press the "C" key at any time.
4. To page the non-answering party, press the "D~ key at any time.
5. To continua holding for an annwer, ~tay on the line.
Audible ringing will be returned to your call.

6. To hang up, hang up your receiver.
7. To return to an operator for further assistance.
please press star at any time.

Mgssage Option (1) If a caller chooses option (1) by pressing the one key on the telephone, or by pressir:g the "M" (six key) at any time if the alternate initial main menu is used 58, the YRU 30 plays a submenu which asks the caller if they wish to leave a recorded measage, an alphanumeric message typed by a directory assistance operator, or an alphanumeric message from a pre-determined set of alphanumeric messages for tre called party.
If the caller wishes to leave a recorded voice message for the non-answering party, the VRU 30 plays another submenu which includes notifying the caller that additional fees will be charged. The caller is given an option of accepting this service by pressing the one key (i.e., "yes") , or declining this service by pressing the two key. Other keys for yes snd no could also be used (e.g., nine key for yes, and six key fo: no, etc.).
If the two (i.e. "no") key is pressed, the next appropriate submenu (e.g., to choose,a pre-determined alphanumeric message). is played for the caller by the VRU 30. If the caller desires to leave a message (i.e., a recorded voice message or a pre-determined alphanumeric message) and agrees to accept the charges for message delivery, the VRU 30 terminates the connection to the ringing non-answering called party (step 60 of Fig. 2B), and queries the caller for message information (step 62 of Fig. 2B). For example, in the preferred embodiment of the present invention, the query information to leave a recorded message would include;
-Recorded Message Queries-(a) Please leave a srossage for (b) This sa+aage is from (c) The message to be delivered to "response from (a)=
from 'responae fron (b)" Sa _ (d) Do you waric to configure che time interval an3 number of attempts to contact "respor.se lrom (a)=? Press (or speak) one for yes, or two for no.
(e) Do you want the syxtem to call you back and confim successful or failed delivery of this messaae? Press (or speak) cne for yes, or two for no.

As indicated, the caller also has the option of configuring the time interval and number of attempts used to contact the ncn-answering party to deliver the recorded message, if the caller dc=" not want to configure call back parameters, default call back parameters are used (e.g., at time intervals set to every half-hour, and number attempts set to ten).
If the caller chooses option (e) after recording a message, the VRU 30 and PBX 14 automatically contact=
the caller at a later time tc= confirm the recorded niessage was delivered, or the message delivery failed.
If this option is chosen, the VRU 30 records the caller's phone number to allow the directory assistance center to contact the caller at a later time.
The VRU 30 will attempt to contact the non-answering party ac speci.fic durations (e.g., once every half hour) to autor.:atically deliver the calling party's message. Preferably, the VRU 30 utilizes the Mnssage Deliver-y With Called Party Type Detection described morz fully below. For managing the message delivery attempts, the VRU 30 records a message delivery status and a count of failed delivery attempts. When a message delivery attempt succeeds, the message delivery status is set to success. If a message delivery attempt is unsuccessful, or the call is answered, but the called party is not available, the message delivery status is set to failure and the count of failed delivery attempts is incremented. When the mail delivery atatus is set to success, or the count of failed delivezy attempts reaches the number of attempts set by the caller or by default, the recorded message delivery is canceled. The message delivery status (i.e., success or failure) is reported to the caller when the VRU 30 and Lhe PBX 14 calls the caller back (if the call back and confirm option is set by the caller or by default).
The caller can also leave an alphanumeric message (step 62 of Fig. 2B) for a non-answering party by choosing option (1) from the Non-answering Party Main Menu (described above) and a suboption for alphanumeric messages under a submenu for option one. One sub-option allows the caller to dictate an alphanumeric message which will be typed by a directory assistance operitor.
The caller is returned to an operator r,o dictate the message if this sub-option is chosen. A second sub-option allows the caller to choose an alphanumeric message from a set of predetermined alpha numeric messages.
A dictated or pre-determined alphanumeric message is used when the number for the non-answering party is for a Personal Communications Service (PCS) device, FAX, or other dev;=e which can receive and display alphanumeric text.
For example, in the preferred embodiment of the present invention, the predetermined set of alphanumeric messages includes:

-Predetemined Alpha numeric inessage queries-The follc3ving alphanumeric message are available. Please choose an alphanumeric message query by pressing the appropriate key;
1. Dlease call me back at (caller inpute phone number).
Z. please call home.
3. pleasa call the office.
4. Dleaae call me back after (caller inputs time).
S. fleasa call ma back on (caller inpute date).

Hcever, more or fewer options could be included in the alphanumeric message query submenu. As can be seen from the alphanumeric message query submenu, there are multiple pre-determined alphanumeric messages (2,3), a:.d multiple meemmages which require numeric input from a caller (1,4,5) (e.g., require a telcuhone number). If the caller chooses an alphanumeric submenu item which requires numeric input, the numeric inpi : is completed by pressing the appropriate keys on the telephonic device. The dictated or predetermined alphanumeric message is delivered in the same marner as was described above for the recorded voice messaga: The success or failure of an alphanumeric message delivery can also be verified by a call back to the caller at the caller's option as wa3 described above.
Called Number Play Back ODtioa (2) If the caller chooses opticy, 2 from the non-answering called party menu above, or presses the pound or number "#" key twice if the alternate initial menu is used (step 64 of Fig. 2C), the VRU 30 will play a submenu for option 2 which includes voicing the number of the non-answering party to the caller (step 66 of Fig. 2C). The caller can then reccrd the number to call the non-anawering party at a later ;:ime without further directory assistance. The submenu for option 2 may also contain more or fewer options.
Connect At N Minute Interval Ootior, (3) If the caller chooses opticn 3 from the non-answering called party menu described ab~ve, or presses "C= (two key) if the alternative initial menu is used (step 68 of Fig. 2C), the VRU 30 will play a submenu for option 3 which includes having the directory assistance service connect back to the non-answering party every N
minutes (step 70 of Fig. 2C), where N is preferably determined by the caller. The subsenu preferably has the following form:

-Connect Svery N Minutes 8ubmenn-(a) The connect interval (i.e_, N) is (b) This message is from (c) The time limit for connect ewry N minutes is (d) The phone number for calling back Ss :'ou may now hang up, or press tbe star key to return to an op4sn tor.

In an alternative embodiment of the present invention, the connect interval N is not configurable by a caller, and a default connect interval N is set by the service provider. The submenu for option 3 may also contain more or fewer options. After the caller has set the opt?ons for connecting every N minutes, the caller can hang up or press the star key to have the operator place another call.
in the preferred embodiment, the directory 1C assistance center 10 attempts to conr,ect to the called party at the connect interval set by the caller or by default. If there is still no answer in the time limit set by the caller or by default, thz directory assistance center 10 connects back to the calle-r and the VRU 30 reports failure to connect to the called party.
If the called (non-ans4:?ring) party answers on any of the directory assistance center's attempts to connect within the time limit, the VRU 30 plays the recorded message as follows:
Hello, this ie <service provider name>, you have a aall from <name of caller>, please: stay on the line while we connect you to <name of cailler, where <service provider na:ne> is the name of the directory assistance service or the name of the telephone service provider of the caller, and <name of caller> is the name input by the caller in response to the Connect Every N Minutes 3ubmenu above. The directory assistance center 10 will then attempt to cennect the called party back tc the caller.
If the caller does n6t anewer the call back within a predetermined period or a busy signal or other intercept signal is received, the VRU 30 voices the following to the called party:

We have be0n unable to connect you with <name of callor>, however the phone number at which you can reach <name of callar> is <caller's phone number>.

where <name of caller> is the name provided by the caller in response to the Connect Every N Minutes Submenu described above, and <caller's phone number>
*also is the number provided by the caller in response to the submenu or the ANI data string from the caller's or53ina1 call to the directory assistance center 10.
It an alternative embodiment, the directory assistance center 10 first connects to the caller before making each attempt to con,-~ect to the called party at each connect interval. The directory assistance centel10 is thereby sure to be able to connect the called party to the caller if the called party answers. In either case of the preferred embodiment or the alternative embodiment, the VRU 30 preferably voices an explanation of the operation of the connect every N
minutes option when it is selected by the caller_ gage Qption (4) If the caller chooses option 4 from the non-answerin_q called party menu, or presaes "P" (seven key) at any time if the alternate initial menu is used (step 72 of Fig. 2C), the VRU 3C will play a submenu for option,4 which includes sending a recorded voice page or a pre-determined alphanumeric text page using a pager number (step 74 of Fig. 2C). The submenu for option 4 may also contain more or fewer options. The recorded voice page and pre-determined alphanumeric text page are selected from submenus, sent and confirmed in a manner similar to that discussed for the recorded voice message and pre-determined alphanumeric message described for option 1 above. The directory assistance service sends the page to a pager, PCS, or other number capable of accepting a page associated with the non-answering party. The caller also has the option of obtaining a pager, PCS, etc., num:oer from a directory assistance operator.
$eturn to Ringing Option (51 If the caller chooses option 5 from the non-answering called party menu Sstep ?6 of Fig. 2D), the audible ringing is returned to the caller (step 78 oc Fig. 2D). If there is still no anaw. r after an additional period of the defined nu:nber,of rings with no answer (e.g.-,.6 rings as dnfined by thz directory assistance center) (step 52 of Fig. 2B), the VRU 30 again mutes the audible ringing tone 54 aj:d re-plays the recorded Non-Answering Called Party Menu described above (step 56 of Fig. 2B).
liang UpQption (6) The caller car, terminate the call by hanging up' at any time, or by chcosing cption (6) and then hanging up (step 80 of Fig. 2D). wlien the callo~r hangs up, the connection to the called party and_the directury assistance service is dropped (step 82 of Fig. 2L).
Return to Ooerator Ootion (7) If the caller selects option (7) by pressing the star key or seven, key as indicated ;n the s.enu, the cal:er is returned by the directory assistance center l0 to a live operator as described above for a tone-triggered return transfer.
Default Action In the preferred embodiment, the directory assistance center 10 defaults to one of the options if the caller does not make any inputs for a pr:-determined time period (e.g., ten seconds). The preferred default option is to returr, audible ringing to the line for the caller (i.e., option (5) is the default).
Alternatively, the defa:ilt option is to return the caller to a live directory assistance operator (step 86 of Fig. 2A) as if the caller had selected option (7).
If the return to operator default is used, the PBX 14 ceases ringing to the called party. The VRU 30 will then play the proper return greeting (step 88 of Fig.
2A), and the caller again speaks with a directory assistance operator (step 44 of Fig. 2A) . Also, at any time during or after hearing the Non-Answering Called Party Menu and/or submenu options, the caller can press the star "*" key (step 90 of Pig. 2D) to again talk to a live directory assistance operator.

If the called party answers (step 92 of Fig. 2E) the call. at any time during =icicing the menu and submenu options, the VRU 30 will stop playing the cuenu and the coonection to the called party will proceed as usual (step 94 of Fig. 2D1 . The caller and the called party will be connected, and can them engage in a voice conversation. The PBX 14 continues to continuously monitor the connection during t-.he conversation. If the caller presses the star key at any t%.me, the caller is returned to the operator (step 86 of Fig. 2A).
J!gst Call_TP__rm.nA.tion Activitv After the called party terminates the call (step 96 of Fig. 2E) (i.e., the called party hangs up), the caller can stay on line for fu-her directory assistance 5 options or immediately press t!_- star key =*= (step 50 of Fig. 2A) to again talk to a 7ive directory assistance +~perator. If the caller staya on the line after call termir.aticn, the VRU 30 is con=ected to the caller and voices the following call te*-mi.:.ation menu:
The number of the party you called is <called party's number>. You can press the star key to return to an operator, or preas the pound key to repeat this message, or hang ti-,P_ where <called party's number> is the number of the called party of the just terminated connection. If the caller presses the star key in response to this menu, the directory aesiscance center zeturns the caller to an operator as described above for a tone-triggered return transfer. if the caller presses the pound key, then the VRU 30 again voice the menu (including the number of the called party).
In alternative embodiments, the vRtJ 30 can play an alternative call termination menu with a,ore or fewer options. For example, playing tbe number of the called party back to the caller can be an option which must be selected by the caller. The meenn also can include a further option to have the directory assistance center disconnect from the caller.

The directory assistance center 10 terminates the connection from the caller only when the caller hangs up (step e0 of Fig. 2n) or affirmatively chooses a menu option for the directory assistance center to disconnect, or the caller does nothing for a predeterr,lined time out period (e.g., 30 secor.ds) .
Sending a Called Nu.~.tber PagP
After the completed call has been terminated (e.g., the caller has terminated the call), the directory assistance center 10 in the preferred embodiment sends an alphanumeric page using a paging protocol (e.g., telocator alphanumeric paging protocol (TAP), telocator data protocol (TDP), etc.) to the caller's telephonic device if the caller's telephonic device is capable of accepting such a page. The directory assistance center determines if the caller's telephone is capable of accepting a page by checking attributes of the caller's telephone number in the directory assistance database. The page includes the name for the called party (e.g., Smith, Jane N.) and the telephone number for the called party (e.g., 503-234-5678). If the caller has telephonic equipment caparle of accepting paging protocols (e.g., a mobile phone, a PCS device, a pager, etc.) and storing such paging information, the name and number of the called party is then automatically stored in the caller's telephonic device. When the caller later desires to again call the called party, the caller can recall the stored number from his/her telephonic device and attempt to complete the call without help from the directory assistance center.
Procass for &usv Partv Connection Options if a busy signal is detected by the PBX 14, a process comprising the steps 98-150 shown in Figs. 3A-3E is performed. These steps are similar to those just described for a non-answering party. For exaaple, in the preferred embodiment of the present invention, the following options are provided for the caller by the VRU
30 (step 116 of Fig. 3A) for a busy called party:

Busy Signal Called Party Initial Main Menu 1. If you would like to leave a message for this busy party, please prena (or speak) cne nrn+.
2. If you would like to rece;ve the number of Chis busy party, please press (or speak) two now.
3. If you would like to call this busy par_y every N
minuces, plezse press (or apeak) three now.
4. To page this busy party, please press (cr bpeai:) four now.
S. To ~all the busy party again, pleasc press (or speak) five now, 6. To hang up, olease press (or speak) six aow or hang up your receiver.
7. To return to an operator for further assistance, please press star at any time.

Again, more or fewer options could. be included in this meilu and submenus could be used. In an alternative embodime:it of tiie present invent:on, the following options are included for the caller by the voice playback unit for a non-answering called pa1tY:
Busy Called Party Alternative Main Menu 1. If you would like to leave a message for this buay, press the "M" key at any time.
2. If you would like to receive the number of this busy, press the pound key twice at anf time.
3. If you would like to call the busy party every N
minutes, press the "C" key at any time.
4. To page the busy pa=ty, presa the "P" key at any time.
5. To call the busy party again, press the =1= key at any time.
6. To hang up, hang up your receiver.
7. To return to an operator for lurther assistance, please prese star at any time.

The options for a busy party (i.e., steps 98-148 Figs. 3A and 38) are similar to those just described for a non-answering party. However, when a busy signal is encountered, the connection to the busy narty is dropped since the called party was busy, and not. non-answering As a result, the caller cannot continuc ringir.g the called party's line (e.g., as the caller could by selecting option 5 .tn the Non-Answeri.ng Called Party Menu and description above). Instead, when the caller selects option (51 in the Busy Signal Called Party Menu (s*_-p 152 of Fig. 3C), the PBX 14 initiates a new call to the called party (step 154 of Fig. 3C) . The caller thus can repeatedly call the called F.arty by selectinc option (5) in the Busy Signal Called Party Menu each time a busy signal is received, until the called party's line is no longer busy and a subsequent new call to the called party succeeda in rinGing the called party's line.
In the case where the caller takes no action within a predetermined tir.e period (e.g., 10 seconds), the directory assistance center 10 can default to one of the options. The preferred default action ia to call the busy called party again (as for option (S)) .
Alternatively, the default action is to retui-i: the caller to a directory assistance nperator as for option (7).
!~t;;,qaae De ivary With Called Party Type Detection Ae was described above, if the caller leaves a message er page for a busy party, the VRU 30 wiil attzmg.c co deliver the message or page at a later time.
At intervals definable by the caller and/or the directory assistaiice service (e.g., every 30 minutes), the VRU 30 attempts to deliver the measage or page by calling the non-answering or busy party.
If during any attempt to deliver a message or page the called party answers, or the called party's answering machine or automated answering service answers, a determination is made :f the called party is a "live person" or is an answering machine or automated answering service. The VRU detects whether the answering called paxty is: (1) a called party with a residential phone or personal communications device capable of voice; (2) a called party with a business' phone; or (3) an answering machine or automated answering service (e.g., voice mail, etc.). However, the VRU detection of the called party is not ]{.mited to the equipment in this list. The VRU can be configured to detect additional types of called parties.
The VRU examines the energy and duratior_ of the voice response when the call is answered to make a determination of what the answering called party actually is. For, example, a called party on a residential phone is typical:ty characterized by a short burst (e.g., c 1 second duration) of voice respocse energy (e.g., by answering "hello..."). A called party on a business phone is characterized by a longer burst (e.g., > 1 second and c'3 seconds of duration) oE voice response energy (e.g., by answering, "good afternoon, this is <business name>, can I help you?"). An answering machine or automated answering service is characterized by a long burst (e.g., > 3 seconds duration) of voice responee energy (e.g., for an answering machine, "hi, th:s is me, I can't come to the phone right now, if you want to leave a message, please leave your name, number...", for an automated answering service "your call is being answered by service XYZ, the party you are trying to reach is unavailable, please leave a message..."), Upon determination of the type of answering called party, the VRU will play the appropriate message or message menu.
When the VRU detects a residential phone or PCS
device capable of accepting two-way voice informat:on, the VRU plays a message menu that includess This 1s the directory assistance center, -re hsve a aNsaags for <called party's name>, if this ie called party's name> please press one, If this is not <ca3lcd party's name>, but <called party's name> is nearby, please press two to hold this arassago for <called party's aame>.
Press thres to continua at any time. If this is not <called party's name>, please press four, and the directory assistance center vill try again to contar.
<called party's name> at a later Cime.

where <called party's name> is the name of the called party input in response to the message optiorts sub;au.

When the VRU detects a business phone, the VRU
plays a message menu that includes:

This is the directory assistance center, we have a message for <called party's name>. If you can transfer this call to <called party's name>, plaase press one-; then transfer this call to <called party's name>. Please press two after the call has been transferred to ccalled party's name>. If this is not <called party's name> but <called party's name> is iearby, please press three to hold this message for <called S;arty's nam->. Press iour to continue at any time, If <called party's name> is not available or you cannot transfer this call to <called party's name>
please press five, and the directory assistance center will try again later to contact ccalled party's name>.
where <called party's name> is the name of the call;d party input in reaponse to the message options submenu.
When the VRU 30 detects an answering machine or automated answering service, the VRU 30 waits for the "beep" or "tone", and then delivers the message left by the calling party. The VRU 30 also records the date and tioe the message was delivered.
When the "live" answering called party is reached, the called party is told that they have messages. The VRU 30 will play a menu which includes:

Recorded Message Menu 1. press the one key to hear the recorded nessage.
2. press the two key to replay the recordsd message.
3. press the three to connect back to the party who left you a s+essage.
=. press the stcr key for operator assistance.

However, more or fewer menu items could also be used. If the called party presses one, the recorded message from the caller is played. The called party can replay the message multiple times by pressing the two key. If the called party presses three, an attempt is made to reconnect the called party to the calling party who left the messac e. The called party can requeat operator assistance at any time by pressing the star key (i.e. for a star return). A sub-mer.u may be included under each of the menu items to further define available opt='.ons for the called party.
:f the message or page delivery is unsuccessful,(i.e. the called party didn't answer), the directory assistance ceziter 10 records the unsuccessful delivery attempt. After a predetermined number of attemptF, (e.g., 10, as defined by the caller and/or the directory assistance center), the message or pace delivery is canceled, and a failed message or vage delivery status is recorded as described previously.
If the caller has chosen the option of having the directory assistance system contact the caller to confirm the message or page delivery, then the directory assistance center will contact the caller using the caller's phone number recorded earlier (i.e., the ANI
data string from the caller's original call to the directory assistance center 10) . The confirnation mesRage will be sent immediately after a successful message or page delivery. If the message or page delivery is unsuccessful, the failure notification message will be delivered after a failure of the predetermined number of unsuccessful attempts as defined by the caller and/or directory assistance center.
Billina for pirectory Aegistance Services when a caller uses any of the features described above, the caller is given an approximate idea of the cost of the service, and is asked if they agree to be billed for the service. For example, the caller may be told by the VRU 30, "A recorded message can be left for an additional S1.75 message delivery fee, plus connect time charges if any. Do you agree to accept this charge? Press one for yes or speak 'yea' now." The billing can optionally iraclude a fee (such as the message delivery fee stated in the example), and preferably includes the cost of any connect time charges incurred when performing the service (e.g., long distance tolls and mobile phone air time charges incurred when attempting to deliver a recorded message).

If the caller agreF:, the caller is billed through his/her own se-rvice provider for any costs incurred. In addition, any long distance charges, cellular, PCS, or page, charges, directory assistance charges, local connect tisne charges, etc. that are incurred by the directory assistance center are recorded for billing to the caller. The Airectory assistance center records all such transactions in their database, and then provides. billing data to the appropriate service provider for the caller.
Additional Dir ce tory A~sistance Oc,t4ons A caller is also provided with a number of options for call backs and other message or page delivery. For example, a caller may not wish to have a non-answering or busy party call them back on the device in which they initiated the call to the directory assistance center (e.g., a cellular phone was used to call the directory assistance center, and the caller must pay for calls both to and from this cellular phone). Thus, the directory assistance center allows the caller to select from a number of options to receive a call back from a non-answering or busy party (e.g., enter the number of a land line telephone device instead of a cellular phone).
salle,r ArggptoCalled Party ChaXaes SeZvice Tn another embodiment of the present invention, the directory assistance center provides a service to obtein phone numbers specifically for cellular phones, PCS and other communications devices of a desired party that are not directly connected to a dedicated land telephone line. A caller can request such a number from the directory assistance operator. The directory assistance center will then try to make the proper coanection to the communications device of the called party.
In yet another directory assistance service, a service is provided that allows parties to only receive calls.fYom callers that have agreed to pay all connection and air-time charges. For example, a caller' may wish to contact a called party on a mobile or cellular pho:,e. It is typical for a party who subscribes to telephonic service for mobile or cellular phone to pay for connection and air-time for bot2:
incoming and outgoing calls. A called party may not wish to accept-a call from a caller if the called party has to pay for incoming connection ::nd air-time charges.
To address this problem, the directory assistance center maintains in their databases a listing of partie:, who will not accept calls from a caller if the caller does not pay all charges for the call. When a caller desires to contact such a party, the directory assistance center will inform the caller that the party he/she is trying to reach will not accept a call unless the caller pays all charges. The call will be connected only if the caller agrees to pay all charges.
Option Selgction byVoice In yet another eabod:ment of the present invention, a caller has the option of not only pressing a key in response to any of the menus presented by the voice recognition unit, trut also speaking the response to any or all menu/submenu items. For example, the menu item may say (as was shown above):

press the one key or epeak the word "one" to leave a meseage for thie non-answering party.

The caller could then press the one key, or speak the word "one" to leave a recorded message. A voice response unit interprets spoken commands from a caller.
Speaking the responses to menu questions offers advantages to cellular telephone cuatomere who may be engaged in other activities (e.g., driving a vehicle) that make it inconvenient to press keys on the telephone keypad.
The caller also has the option of customizing the message or page delivery using voice inputs. The caller can 'set a number of options (e.g., number of delivery attempts, et,.:.) by speaking numbers associated with the menu/submenu options.

tlenu Reneat Omtion In some alternative embodiments of the invention, each of the above described menus can includ, as an option for selection by the caller (or called party for message delivery menus) to have the VRU 30 zepeat the menu. This option preferably is voiced in the menu, such as by the following:

(8) If you would like to have this menu repeated, press (or speak) eight now.
Personalized pirgctorv Service In a further embodiment of the invention, the directory assistance center 10 provides personalized handling of directory assistance calls based on the caller's phone number (i.e., based on the ANI data string transmitted by the telephone network to the PBX
14 with the incoming call). In particular, the PBX 14 assigns the call to an operator based on the caller's phone number. The database server preferably maintains a database of caller ANI6, which associate attribute values relating to attributes of the caller with the caller's ANI. For example, the attribute values can identify the caller's preferred language (such as Spanish for a spanish speaker), or that the caller is a preferred customer. The attribute values associated with the caller's ANI also can specify data for the voiced greetings, closings, and menus in the above described processes. For example, the caller's name, personalized sats of opti.ons for the menus, and default options for the menus can be.specified.
When a call is received at the P8X 14, the PBX
retrieves the attribute values associated with the ANi of the call from the database and allocates the call to an operator accordingly. For example, if the attribute value identifies the caller as being a Spanish speaker, the PBX 14 routes the call to a Spanish speaking operator. If the attribute value idantifies the callex as a preferred customer, the PBX 14 routes the call to or.e of crroup of more experienced operators or Frioritizttf, the call in call queue (s) .
P.dditionally, the VAU 30 voices the various greetings, closings, and menus b sed on the caller's phone number. The VRU 30 retrieves the attributes associated with the caller's ANI from the database. The VRU 30 then voices greetingA, closings, and menus personalized according to the data associated with the caller's ANI at the appropriate times in the processes shown in Figs. 2A-2E and 3A-3E. For example, where an attributes value associated with the caller's ANI
specifies the name of the caller (i.e., <caller name> in the following greeting), the VRU 30 voices greetings and closings, such as, "Hello, Mr.(Ms.) <caller name>, your directory assistance call is being handled by <service provider or opezator name>, how can we help you?" P.s another example, where the attribute values specify default options !e.g., for connect interval, time limit, call back number, etc.) of the connect every N minutes option), the directory assistance center 10 applies these options'without having the VRU 30 voice submenus to the caller for setting these options.
The attribute values to be associated with caller's phone numbers in the database (such as the phone numbers of Spanish speakers, default directory assi.starice options, etc.) can be obtained by the directory assistance center from the telephone provider.
The telephone provider can gather this data, for example, from surveys sent with dlling materials, or other means.
In view of the many possible embodiments to which the principles.of our invention may be put, it ehould be recognized that the detailed embodiments are illustrative only and should not be taken as limiting the scope of our invention. Rather, we claim as our invention all such embodiments as may come within the scope and spirit of the following claims and equivalents thereto.

Claims (3)

1. An enhanced method of providing telephone directory assistance service which allows customers to use DTMF signals during their call to a destination number which accepts dual tone multiple frequency (DTMF) signals to access or provide information, comprising the steps:
(a) receiving a customer call;

(b) connecting the calling customer to a directory assistance operator;

(c) determining a destination telephone number of a desired party wanted by the customer;
(d) initiating a telephonic connection between the customer and the destination telephone number;
(e) determining if the destination number makes use of a predetermined signal;
(f) only if the destination number is determined not to make use of said predetermined signal, reconnecting the customer to the directory assistance operator upon detection of the predetermined signal.

2. The method of claim 1 in which the step of determining a destination telephone number includes consulting a database.

3. A computer readable medium comprising a database to obtain telephone numbers for a variety of destinations therefrom wherein said database includes data indicating if one of said destinations makes its own use of at least one of the "*" or "#" dual tone multi frequency (DTMF) signals, other use of said signals should be limited, wherein the database is in a directory assistance center that includes a plurality of operators, each operator having access to the database.