WO2000011855A1 - Algorithme/options de determination de langue - Google Patents

Algorithme/options de determination de langue Download PDF

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Publication number
WO2000011855A1
WO2000011855A1 PCT/US1998/017432 US9817432W WO0011855A1 WO 2000011855 A1 WO2000011855 A1 WO 2000011855A1 US 9817432 W US9817432 W US 9817432W WO 0011855 A1 WO0011855 A1 WO 0011855A1
Authority
WO
WIPO (PCT)
Prior art keywords
language
caller
pin
account
prompting
Prior art date
Application number
PCT/US1998/017432
Other languages
English (en)
Inventor
Dan Hudson
Laurel Elkjer
Original Assignee
Harris Corporation
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Harris Corporation filed Critical Harris Corporation
Priority to AU90306/98A priority Critical patent/AU9030698A/en
Priority to PCT/US1998/017432 priority patent/WO2000011855A1/fr
Publication of WO2000011855A1 publication Critical patent/WO2000011855A1/fr

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M17/00—Prepayment of wireline communication systems, wireless communication systems or telephone systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2061—Language aspects
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
    • H04M2215/01—Details of billing arrangements
    • H04M2215/0168—On line or real-time flexible customization or negotiation according to wishes of subscriber
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements

Definitions

  • VRUs Voice response units
  • VRUs Voice response units
  • They allow a caller to enter and retrieve information by using the telephone keypad to respond to a voice menu. They can provide, for example, the playback of prerecorded, or voice synthesization of, successive digits in a telephone number in response to a request for directory assistance. In other instances, they may provide voice confirmation of a number entered into a remote unit by depression of the dual tone multiple frequency dialing push buttons of a telephone.
  • VRUs are used to inform the subscriber of the time available to talk, the availability of voice mail, etc.
  • the management of a prepaid system is generally under the control of a call processing application resident within the VRU.
  • the call processing application in association with peripheral equipment, determines the action to be taken (e.g., determining the correctness of a PIN entry, the prompting of users for destination numbers or desired services, outdialing to a requested telephone number, etc.) during the processing of a call request.
  • Other systems may define a single language to be used based on the number a caller dials to access the prepaid system or as part of the promotion of a particular prepaid product .
  • Figure 1 is a functional block diagram showing the basic organization of the enhanced services system of the present invention in the embodiment of a prepaid telephone system.
  • FIG. 2 is a functional block diagram of an embodiment of the present invention showing the voice response unit (VRU) embedded within the switching platform.
  • VRU voice response unit
  • Figure 3 is a flow chart illustrating a configuration process for one embodiment of the present invention.
  • Figure 4 is a flow chart illustrating the language determination algorithm used in processing a call for one embodiment of the present invention.
  • Figure 5 is a flow chart illustrating the process for determining the language used for the PIN prompt asssociated with one embodiment of the present invention.
  • FIG 1 illustrating an enhanced services platform in the embodiment of a prepaid telephone system, shows a suitable conventional telephone switch 10 such as the Harris Corporation 20/20 switch in a conventional public switched telephone network (PSTN) connected to large numbers of subscriber telephones such as the caller telephones 12 and the called party telephones 14. Also connected to the switch 10 may be a bank of voice response units (VRUs) 15 on which the prepaid call processing application 18 resides.
  • PSTN public switched telephone network
  • VRUs voice response units
  • the VRUs 15 may be embedded within the architecture of an integrated network server (IN Server) 16 which is physically mounted on the back plane of the telephone switch 10.
  • I Server integrated network server
  • the embedding of the VRU in the switch platform effects seamless transfer of information and may be accomplished by means of an adaptor card with the elimination of the Tl and El circuits.
  • the call processing application determines the action to be taken during the processing of a call request.
  • Figure 3 illustrates the configuration process/options for determining the language to be used during call processing for one embodiment of the present invention.
  • the system administrator accesses the prepaid database administration program (100) and configures various tables based on the language method desired (102) : First Time Only Language, Language Determined By Routing Information, Language Menu For All Calls, or Language Defined At Program or Product Level.
  • a language menu is provide to customers the first time they access the prepaid system. The system then associates the customer's language choice with the customer's PIN/account . For future calls, after receiving the PIN information, the prepaid system uses this "account" language to interact with the customer.
  • the system administrator must define the languages to be offered in the language menu at the program or product level (104) , enable the "First Time Only Language” Menu option at the program or product level (106) , and define the language to used for the PIN prompt (108) which will either be the DNIS (Dialed Number Information Service) language if defined, or otherwise, a language from the language menu which has been designated as the default language.
  • DNIS Dialed Number Information Service
  • the Language Determined By Routing Information option uses routing information received by the prepaid system with the call request to determine the language to be used for customer interaction. Configuring the system for this option only requires the system administrator to define a DNIS language (110) .
  • the prepaid system plays a language menu for each call request.
  • the system administrator must define the languages to be offered in the language menu at the product or the program level (112) .
  • a DNIS language must not be defined.
  • the final configuration option illustrated in Figure 3 is the Language Defined At Program or Product Level option which requires the system administrator to define a single language at the product or program level (114) . For this option, a DNIS language must not be defined.
  • Figure 4 illustrates the language determination algorithm used during the processing of a call for one embodiment of the present invention.
  • the prepaid system uses its incoming routing information to determine the product that applies to the call, and optionally, the applicable program (200) .
  • the system determines the language to be used for the PIN prompt (202) and prompts the customer for his PIN (204) .
  • a tone may be used instead of a PIN prompt to indicate to the customer that a PIN is to be entered.
  • the system determines if the First Time Only Feature has been enabled for the customer (206) . If the feature has not been enabled, processing of the call is continued (218) .
  • the system uses the account language to further process the call (210) . If no account language has been defined (208), the system plays a language menu (212), stores the customer's language choice at the account level for use in subsequent calls (214) , and uses the language selected by the customer for further call processing (216) .
  • the ability to change the language associated with a particular PIN/account is provided as part of the services available within the prepaid system.
  • the algorithm illustrated in Figure 5 may be used.
  • the prepaid system first determines whether the First Time Only Language option is enabled (300) . If it is, the system uses the DNIS language (302,304), the program default language (306,308), or the product default language (310,312), in that order depending on what was defined during the system configuration. If the First Time Only Language option has not been enabled, the system uses the DNIS language for the PIN prompt if a DNIS language has been defined (314, 316) .
  • the prepaid system plays the language menu to the customer (320) and uses the selected language for the subsequent call processing (322) . If only a single language is defined at the program or product level, the system uses this language to process the call (324, 326). Finally, if none of the above language paths have been defined, the system will default for further call processing to an error language defined at the routing level (328) .

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Computer Security & Cryptography (AREA)
  • Financial Or Insurance-Related Operations Such As Payment And Settlement (AREA)

Abstract

Un système téléphonique multi-lingue à pré-paiement permet à l'utilisateur de déterminer la langue qu'il souhaite utiliser lorsque des messages de sollicitation lui sont adressés. Une unité de réponse vocale (15) associée à un commutateur (10) produit des messages de sollicitation vocaux dans une langue particulière. L'utilisateur peut sélectionner une langue à associer à un compte/NIP, et tout message de sollicitation ultérieur produit par la système sera formulé dans la langue associée.
PCT/US1998/017432 1998-08-25 1998-08-25 Algorithme/options de determination de langue WO2000011855A1 (fr)

Priority Applications (2)

Application Number Priority Date Filing Date Title
AU90306/98A AU9030698A (en) 1998-08-25 1998-08-25 Language determination options/algorithm
PCT/US1998/017432 WO2000011855A1 (fr) 1998-08-25 1998-08-25 Algorithme/options de determination de langue

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
PCT/US1998/017432 WO2000011855A1 (fr) 1998-08-25 1998-08-25 Algorithme/options de determination de langue

Publications (1)

Publication Number Publication Date
WO2000011855A1 true WO2000011855A1 (fr) 2000-03-02

Family

ID=22267723

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US1998/017432 WO2000011855A1 (fr) 1998-08-25 1998-08-25 Algorithme/options de determination de langue

Country Status (2)

Country Link
AU (1) AU9030698A (fr)
WO (1) WO2000011855A1 (fr)

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
AU741597B2 (en) * 1997-04-15 2001-12-06 Telefonaktiebolaget Lm Ericsson (Publ) Communication system for providing messages in different languages

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5353335A (en) * 1992-08-03 1994-10-04 At&T Bell Laboratories Multilingual prepaid telephone system
US5375164A (en) * 1992-05-26 1994-12-20 At&T Corp. Multiple language capability in an interactive system
US5440615A (en) * 1992-03-31 1995-08-08 At&T Corp. Language selection for voice messaging system
US5655013A (en) * 1994-04-19 1997-08-05 Gainsboro; Jay L. Computer-based method and apparatus for controlling, monitoring, recording and reporting telephone access

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5440615A (en) * 1992-03-31 1995-08-08 At&T Corp. Language selection for voice messaging system
US5375164A (en) * 1992-05-26 1994-12-20 At&T Corp. Multiple language capability in an interactive system
US5353335A (en) * 1992-08-03 1994-10-04 At&T Bell Laboratories Multilingual prepaid telephone system
US5655013A (en) * 1994-04-19 1997-08-05 Gainsboro; Jay L. Computer-based method and apparatus for controlling, monitoring, recording and reporting telephone access

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
AU741597B2 (en) * 1997-04-15 2001-12-06 Telefonaktiebolaget Lm Ericsson (Publ) Communication system for providing messages in different languages

Also Published As

Publication number Publication date
AU9030698A (en) 2000-03-14

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