 |
Claims  |
|
|
What is claimed is:
1. A system for controlling telephone operator terminals, comprising:
a plurality of operator terminals, each having audio facilities, a display
and a keyboard;
a telephone switching system for receiving incoming requests for service
and associated automatic number identification (ANI) numbers, and for
connecting incoming calls to idle operator terminals so that an operator
can communicate with a calling party to provide assistance; and
a computer data base accessible by each said operator terminal for
providing information to said operator terminals, said data base having
stored therein information cross-referenced by the ANI numbers associated
with telephones of calling parties, said data base information defining
actions allowed for calls associated with the respective ANI number,
whereby when an ANI number is transferred from an operator terminal to the
data base, said operator terminal causes access of data related to the ANI
number and causes display of the data on the respective operator terminal,
and wherein progress of the incoming calls is carried out in accordance
with said data base information cross-referenced to the respective ANI
numbers, whereby the operator has available visual information concerning
the telephone set of the calling party.
2. The system of claim 1, wherein said data base information includes a
list of call actions disallowed for each ANI number, and further including
a program controlled processor for preventing call processing actions for
an ANI number that are flagged as being disallowed in the data base.
3. The system of claim 1, wherein in response to an incoming call to a
selected one said operator terminal, said operator terminal receives TNI
information, and said operator terminal causes access of the data base for
retrieving called party telephone set information for display on the
operator terminal.
4. The system of claim 1, wherein said data base stores information
relating to a method of billing for each ANI number, and wherein said data
base is accessed using said ANI number for display of the appropriate
method of billing.
5. The system of claim 1, wherein each said operator terminal is programmed
to be interrupt driven by said switching system and by a computer
associated with said data base.
6. The system of claim 1, wherein said operator terminal keyboard includes
a key responsive to actuation thereof for extending an incoming call to
destination information pointed to by a cursor on said display.
7. The system of claim 6, wherein said operator terminal is programmed to
cause a data base to be searched with respect to LATA boundaries and a
terminating number identification (TNI) number input by the calling party,
and if LATA boundary restrictions are approved with respect to a call of
the TNI number, said terminal responds to a keyboard key actuation to
extend the call to a telephone set associated with the TNI number, and if
the LATA boundaries are not approved, said operator terminal does not
extend the call despite an actuation of the keyboard key.
8. The system of claim 1, further including a computer connected by a local
area network to each said operator terminal, said computer for accessing
the data base in response to requests via said network from said operator
terminals.
9. The system of claim 1, further including a plurality of said operator
terminals, each having a memory programmed with substantially identical
programs.
10. A telephone operator terminal system, comprising:
a visual display and a keyboard for use by an operator in assisting a
calling party;
a processor and a data base accessible by the processor, said data base
storing data for displaying images and information on the visual display;
and
said data base for storing data presenting a base display on the visual
display, including
a) a first area located in a first predefined area of the visual display
for displaying calling party information including a telephone number of
the calling telephone set, an address, city and state where the calling
telephone set is located,
b) a second area located in a second predefined area of the visual display
for displaying called party information, including a telephone number of a
called telephone set and city and state information where the called
telephone set is located; and
said processor causing access of the data base for cross-referencing
calling number information with billing methods allowed with said calling
number, said processor displaying the allowed billing methods, and being
responsive to a selected one of the allowed billing methods to display a
subsidiary display for entry therein of information to complete the call
with the selected method of billing, and preventing the processing of
billing methods not allowed.
11. The system of claim 10, further including a switching system
selectively connecting calling parties to the operator terminal, said
switching system forwarding ANI and TNI numbers to the operator terminal.
12. The system of claim 10, further including a data base for storing
calling telephone set information and for storing called telephone set
information, said operator terminal obtaining said information by
assessing a computer data base.
13. The system of claim 10, further including data in said data base for
presenting a subsidiary display area for each method of billing allowed
with respect to the calling party information.
14. The system of claim 10, further including data in said data base for
presenting a display area for displaying information assisting an
operator, including a status of the call.
15. The system of claim 10, wherein said data base stores LATA boundary
information, and based on called destination information, the processor
carries out programmed instructions to decide if the call is inter-LATA
and can be completed, or if the call is intra-LATA and prevents the
operator from completing the call.
16. The system of claim 10, wherein said calling party information display
includes a local time of the calling party, and the called party
information display including a local time of a called party.
17. The system of claim 10, wherein the calling party information area and
the called party information area are displayed in different background
colors of respective windowed areas.
18. The system of claim 10, wherein the operator terminal displays a time
that has elapsed in which the operator is serving the calling party, and
wherein said elapsed time is displayed in the calling party information
area.
19. The system of claim 10, further including a method of billing display
area comprising a plurality of different methods of billing entries, and
wherein said keyboard can be actuated to move a cursor adjacent a desired
one of said method of billing entries, and wherein said operator terminal
responds to a key actuation to select an overlay area displaying detailed
method of billing information related to the selected method of billing
entry.
20. The system of claim 19, wherein said method of billing information
display area is automatically displayed by said processor if said call is
determined by said processor to be inter-LATA.
21. The system of claim 10, wherein said calling party and said called
party areas are enclosed in lined borders, and further including overlay
window areas overlying respective said calling party or called party
areas, said overlay windows being in lined borders and including the
display of information to the operator for completing the call.
22. The system of claim 19, wherein said method of billing overlay window
areas include areas to be filled in with information by the operator, and
wherein when said areas are filled in with information, said processor
causes the overlay window areas to automatically disappear.
23. The system of claim 19, wherein said method of billing display areas
display allowed billing options at one brightness, and display unallowed
billing options at a dimmed brightness.
24. The system of claim 10, wherein said data base stores in association
with an ANI number related to a telephone set, a plurality of other
telephone numbers associated with emergency services in a geographical
area of the telephone set.
25. The system of claim 24, further including storing in association with
each emergency telephone number, an identification associated with a
provider of said emergency services.
26. The system of claim 10, wherein said data base stores in association
with ANI numbers, specific dialing instructions appropriate in a
geographical area of the telephone set associated with the ANI number,
said dialing instructions indicating telephone numbers for further
assisting the calling party.
27. The system of claim 10, wherein said data base stores foreign language
phrases for assisting the operator in serving the calling party, and
pneumonics related to the pronunciation of the foreign language phrases.
28. The system of claim 10, wherein said data base stores in association
with an ANI number related to a telephone set, a number of times a calling
party using the telephone set associated with the ANI number requests a
refund, and a cumulative count of said number of times providing an
indication of a faulty telephone set.
29. The system of claim 10, wherein said data base stores area code
information for each state of the United States, and for each geographical
area within a state having a different area code.
30. The system of claim 10, wherein said data base stores ANI numbers
related to respective telephone sets, and stores in association with the
ANI numbers an indication of a common carrier to carry calls with respect
to calls initiated by the telephone sets, and wherein said processor
accesses the data base in response to an incoming call and with respect to
an ANI number received by the operator terminal, said processor displays
on the terminal the indication of the common carrier for carrying out the
call.
31. The system of claim 30, wherein said data base also stores in
association with each ANI number an indication of an operator service
organization for providing assistance to calls initiated with associated
said telephone sets, and wherein said processor displays said indication
on the operator terminal display.
32. An operator terminal for use by an operator in assisting calling
parties, comprising:
a display for displaying information;
audio equipment providing communications between an operator and a calling
party;
a keyboard for input of information by the operator;
a memory for storing a program for carrying out call processing in response
to incoming calls and keyboard inputs;
a processor for carrying out instructions of said program, said processor
responding to incoming calls and being responsible to
a) ANI information for causing a data base to be accessed to retrieve
calling party information associated with the ANI information and
displaying said calling party information on the display,
b) the ANI information for causing a data base to be accessed to retrieve
information related to one or more methods of billing allowed by a
proprietor of a telephone associated with the ANI information, and
displaying the methods of billing information on the display,
c) TNI information for causing a data base to be accessed to retrieve
called party information and displaying the called party information on
the display, and
d) said processor preventing a call to be processed in accordance with a
method of billing indicated in the data base as not being allowed.
33. The operator terminal of claim 32, wherein said processor accesses a
data base for obtaining LATA data and providing a display of the method of
billing information if LATA restrictions are approved with respect to a
call.
34. The operator terminal of claim 32, wherein in response to receipt of
the ANI information, said processor displays a dedicated windowed area
having calling party information therein.
35. The operator terminal of claim 32, wherein in response to receipt of
the TNI information, said processor displays a dedicated windowed area
having called party information therein.
36. The operator terminal of claim 32, wherein said processor displays
method of billing information in a dedicated windowed area.
37. The operator terminal of claim 32, wherein a calling party window area,
a called party window area and a method of billing window area are
continuously displayed on said display for substantially the duration of
the operator's assistance to the calling party.
38. The operator terminal of claim 37, wherein respective local times are
displayed in the calling party window area and the called party window
area.
39. The operator terminal of claim 32, wherein a method of billing display
provides a plurality of options selectable for billing a call, and wherein
on selection of one said option, said processor causes an overlay method
of billing menu to be generated, said processor further providing
information in said overlay menu and spaces to be filled in via the
operator by said keyboard.
40. The operator terminal of claim 39, wherein said processor receives
keyboard information input by the operator for filling in said overlay
menu, whereby said processor automatically erases said overlay menu.
41. The operator terminal of claim 32, wherein said data base has stored
therein in association with each ANI information a plurality of flags
indicating acceptable methods of billing calls initiated with a telephone
set related thereto, and base on said flags, said processor allows and
disallows calls to be completed based upon said flags.
42. The operator terminal of claim 41, wherein said processor locks out
attempts of an operator to complete a call with a method of billing not
allowed according to said flags.
43. The operator terminal of claim 41, wherein said processor displays
allowed billing methods at one intensity, and the disallowed billing
methods as a different intensity.
44. An operator terminal for use by an operator in assisting calling
parties, comprising:
a display for displaying information;
audio equipment providing communications between an operator and a calling
party;
a keyboard for input of information by the operator;
a memory for storing a program for carrying out call processing in response
to incoming calls and keyboard inputs;
a processor for carrying out instructions of said program, said processor
responding to incoming calls and responsive to
a) ANI information for causing a data base to be accessed to retrieve
calling party information associated with the ANI information and
displaying said calling party information on the display,
b) TNI information for causing a data base to be accessed to retrieve
called party information and displaying the called party information on
the display, and
c) LATA boundary information stored in the data base, and wherein said
processor is programmed to compare TNI and ANI information with LATA
boundary information and determine whether a call therebetween can be
completed, and prevent a call to a destination in violation of LATA
boundary restrictions.
45. A method of controlling a telephone operator terminal for providing
assistance to calling parties, comprising the steps of:
presenting a base display on a visual display associated with the terminal,
said base display including,
a) a dedicated display area for information related to a calling telephone
set,
b) a dedicated display area for information related to a called telephone
set, and
c) a dedicated area for information concerning a method of billing; and
presenting an overlay window area on a portion of the base display in
response to a keyboard entry by the operator, and providing at least one
field in the overlay window area for entry therein by the operator of
information for completing the call to a destination.
46. The method of claim 45, further including deleting the overlay window
area by the operator terminal after the field has been filled in by the
operator.
47. The method of claim 45, further including display said overlay window
with text concerning options for processing a call, and responding to a
selection of an option input by the operator by presenting a second
overlay window area and at least a second field for entry therein of
information by the operator. |
|
 |
|
 |
Claims |
|
|
|
Description |
|
|
TECHNICAL FIELD OF THE INVENTION
The present invention relates in general to telephone operator service
positions, and more particularly to methods and apparatus for enhancing
the completion of long distance telephone calls using workstations
programmed to make information available from various data bases,
dependent on the type of service required.
BACKGROUND OF THE INVENTION
Telephone communications have become a commonplace technique for exchanging
information. In the business environment, as well as even on a personal
basis, long distance telephone communications are carried out to enhance
the flow of information. While many long distance telephone communications
can be carried out by direct dial techniques, there are still a host of
instances and situations in which operator assistance is required. Indeed,
in recent years, the provision of independent operator services has
experienced significant growth. This growth is due in a large part to the
competition between long distance carriers themselves, as well as "smart"
telephone sets. Smart telephone sets are described in U.S. Pat. Nos.
4,924,497 and 4,947,422, the disclosures of which are incorporated herein
by reference.
Smart telephone sets comprise a new generation of public and private
telephones that are processor controlled, and programmed to provide a
variety of different functions. Such telephones can be privately owned,
but publicly used. In addition, these telephones are programmed to
automatically access a particular operator service organization when the
need arises. For example, such services are required with many types of
telephones when a long distance call is a collect type or a credit card
type of call. In a typical credit card type of call, a user of such a
telephone may simply dial "0" and the ten-digit long distance telephone
number. The telephone is programmed to automatically route the call to a
specified operator service organization, whereupon either computerized
equipment or personnel intervene to assure that the proper billing
arrangements exist in order to complete the call. In practice, there
exists various operator services that serve the continental United States
as to the completion of calls on an international basis. It can be
appreciated that such a service organization can receive thousands of
calls every hour. Indeed, a typical operator can provide long distance
assistance and complete a call every 15-30 seconds.
Because of the numerous types of telephone calls and situations which an
operator may encounter, a significant amount of information must be
available to each operator. For example, not only must an operator be
capable of completing routine credit card calls, collect calls,
person-to-person calls, but must also accommodate the calling parties with
information relating to the cost of the call, the local time of the
destination, customer service information, repair information,
installation information, overseas communications, bilingual
communications, area code information for every domestic geographical area
as well as country code information for every country in the world, and
other information.
In the past, long distance operators in general have had such information
available, albeit in a very unorganized manner and often very difficult or
time consuming to retrieve. For example, many operator organizations have
three-by-five card files of relevant information used in assisting calling
parties, such as area codes, which the operator manually thumbs through to
find the appropriate area code. Not only is this cumbersome, but also area
codes frequently change and new codes are generated, whereupon each card
file must be manually updated. In addition to the use of card files,
publications, and catalogs, other operator service organizations have
available computerized terminals driven by a host that presents certain
information concerning the calling party. The operator is equipped with a
headset to communicate to such calling party information, such as billing
information in the nature of credit card numbers or a destination
telephone number for collect call purposes. In practice, the information
presented on such terminals is in the nature of many pneumonics which must
be memorized by the operator in order to effectively communicate with the
host communication system and understand the data base information. For
example, the pneumonic "CLG1" presented on the screen to the operator may
mean that the calling party has hung up, while the pneumonic "CLD1"
displayed on the CRT may indicate that the called party was disconnected.
Not only was the operator required to decipher much of the cryptic
information presented on the CRT, the operator also had to input by way of
a keyboard substantial information for communicating back to the host
communication system. Essentially, such a system was not "user friendly"
and therefore was difficult to become accustomed to by new operators.
From the foregoing, it can be seen that a need exists for an improved
technique for both presenting information to the operator in an
uncomplicated and efficient manner, as well as for return information from
the operator back to the host communication system. Another need exists
for an improved technique for presenting information to the operator which
is user friendly to allow easy interaction with the host computer. Yet
another need exists for an improved programming technique for use with
operator positions where various selectable menus are available, and the
entries within the menu are preselected by the software based on being the
most likely to be selected, and there is reduced scanning of the menu
entries by the operator before selection.
SUMMARY OF THE INVENTION
In accordance with the present invention, the methods and apparatus
substantially reduce or eliminate the disadvantages and shortcomings
associated with the prior art techniques. According to an important
feature of the invention, computerized equipment is programmed to present
in an orderly and organized manner substantial information to a telephone
operator during various stages of the call to facilitate assisting the
calling party. The prior used mnemonics and abbreviations are
substantially eliminated in favor of English text prompts which are
segregated into windowed areas for easy identification as to function and
use. Moreover, in progressing through the information of one or more of
the windowed areas, the operator can select other tables that are more
specific as to the information in each window. The selected specific
information is overlaid under computer control on prior information, and
can be automatically removed for return to the original screen
information. According to a special feature of the invention, in various
menus that are selectable by the operator, the computer is programmed to
highlight the item that is most likely to be selected so that paging up or
down the menu for selection is minimized.
In accordance with the preferred embodiment of the invention, new
centralized data base files are created for storing substantially all
conceivable information required by an operator in servicing any type of
long distance telephone inquiry. Each processor in an operator's
workstation is individually programmed to access the various centralized
files to retrieve the appropriate information and display the same to the
operator. The workstation processors are interrupt-driven in response to
keyboard entries by the operator, response to requests and information
from the switch, and response to requests and information from the local
area network (LAN), to quickly retrieve the information, act thereon, and
either present the information to the operator, or provide a further
visual prompt to solicit the input or selection of additional information
necessary to complete the assistance. In this manner, the operators can
simply follow the instructions on the screen and input data based upon
information received from the calling party. The sequence of procedural
aspects required of the many types of call assistance by the operators is
thereby facilitated, and training of new operators is enhanced.
BRIEF DESCRIPTION OF THE DRAWINGS
Further features and advantages will become apparent from the following and
more particular description of the preferred embodiment of the invention,
as illustrated in the accompanying drawings in which like reference
characters generally refer to the same parts or elements throughout the
views, and in which:
FIG. 1 is a generalized diagram of the overall system for providing
operator assistance to calling parties;
FIG. 2 illustrates a layout and the function of the various keys utilized
in the keyboard of the invention; and
FIG. 3 illustrates a flow chart of the basic programmed operations of an
operator workstation;
FIGS. 4a-4m illustrate a base screen display and various other overlay
screen displays produced by the operator terminal in the course of
assisting calling parties;
FIGS. 5a-5h illustrate other operator terminal screen displays utilized by
an operator in carrying out service requests with respect to incoming
calls;
FIGS. 6a-6g are screen displays of various service menus available to
operators to assist calling parties;
FIGS. 7a-7d illustrate operator terminal screen displays and overlay menus
concerning dialing assistance, transfer menus, and trouble report menus;
FIGS. 8a and 8b are screen displays to facilitate log on and log off by the
operators of the workstations;
FIGS. 9a-9c are screen displays to facilitate programmers and engineers to
support special testing of software and hardware functions; and
FIG. 10 is a screen display of a menu associated with a robot workstation.
DETAILED DESCRIPTION OF THE INVENTION
The operator services equipment 10 adapted for use with the present
invention is shown in FIG. 1. A telecommunication switching system 12,
such as a Northern Telecom DMS250 switch, provides a voice switch
interface between a number of incoming trunks 14 and the system 10. Other
input lines to the switching system 12 may include microwave links,
satellite channels, overseas trunks, etc. The trunks 14 can be of the type
connected to a tandem or other type of long distance carrier for providing
voice communications between the operator services system 10 and any
telephone in the world. The switching system 12 is of the program
controlled type which can initially direct all incoming calls to automated
voice prompt equipment 16, or if such unit 16 cannot completely service
the call request, the switching system 12 redirects the calls to an
available operator workstation, such as shown by reference numeral 18. In
a typical system 10, there may be 100, or more, operator workstations 18
manned by personnel to service calls incoming throughout any part of the
United States for rerouting the same to any country in the world. Also
connected to the switching system is a supervisor workstation 20. The
workstations 16, 18 and 20 are of the type that are IBM AT compatible and
are connected to a local area network 22, of the Ethernet type, that
provides a data connection between the equipment of the operator services
system 10 and a mainframe computer 24, functioning as the network file
server. Included on the network are a number of data bases 25, 26, 28 and
29 that can be accessed for distribution of data to the system equipment
via the network 22. The mainframe computer 24 is of the type DEC VAX 6330,
four of which form a calypso cluster. The mainframe computer 24 includes a
data base of various tables 25 required in processing long distance
telephone calls, for example, a table of country and city codes needed for
overseas calls. A customer data base 26 for storing all the customer data
information that may be utilized to complete the many types of long
distance telephone calls. A vertical and horizontal file (V&H) 28 is also
a data base for storing area code, LATA and other information. A fraud and
validation data base us used to store information about telephone billing
numbers that have been identified as being invalid. The data bases 25, 26,
28 and 29 will be described in more detail below.
The basic operation in providing operator services is carried out as
follows in connection with the preferred embodiment of the invention,
although it should be understood that the principles and concepts of the
operator services system 10 can be implemented in a variety of different
ways, and situated in operator service environments different from that
described herein. The system 10 is well adapted for use with smart-type
pay station telephones, such as described in U.S. Pat. No. 4,947,422 noted
above. The entire disclosure of such patent is incorporated herein by
reference. With such type of telephone, and in a credit card type of call,
a user can simply dial "0" plus the 10-digit number of the party with whom
communications are desired. The digits input by the calling party are
temporarily stored in the telephone set. In response to such input, the
telephone set automatically outpulses digit information effective to allow
the telephone to be connected via the public switching network to the
operator services system 10. As can be appreciated, the operator services
10 can be located in one or more cities of the United States, and
connectable to any telephone set capable of dialing the director number,
or numbers, associated with the system 10.
In any event, information transferred to the switching system 12 by way of
the incoming trunks 14 includes the trunk group, an automatic number
identification (ANI) that specifically identifies the pay station
telephone set itself, and a terminating number identification (TNI) that
corresponds to the area code and directory number of the called party with
whom communications are desired. In response to the incoming call, the
switching system 12 automatically reroutes the incoming call first to the
automatic voice prompt equipment 16, by way of one of the audio lines
designated as numeral 30. The voice prompt unit 16 is programmed to
respond to the incoming call by providing a voice prompt to either input a
credit card number or to press the telephone key pad "0" for connection to
a live operator. In the event a credit card number is input, such
information is received from the calling party by the voice prompt unit 16
by way of DTMF signals that are decoded into binary digits. The voice
prompt unit 16 is then programmed to interrogate the mainframe computer
24, via one of the lines 32 and the network 22. In response, the mainframe
computer 24 is adapted to outpulse digits for connection of the system 10
to another service that provides credit card validation or verification.
The mainframe computer 24 accomplishes such connections by way of lines 34
that are of the X.25 protocol type. If the credit card information is
valid, an appropriate signal is received from the verification services
and coupled to the voice prompt unit 16. The unit 16 then provides a
signal back through the switching system 12 and incoming trunks 14 to
cause the calling party to be connected via the public telephone system to
the desired destination. If, on the other hand, the credit card
verification is a negative response, an appropriate signal is returned
from the verification services to the voice prompt unit 16, and another
voice prompt is returned to the calling party to the effect that the card
is invalid and to either input another credit card number, hang up, or
press "0" to be connected to a live operator.
Incoming call requests directed to an available operator workstation 18 are
provided from the switching system 12 by way of a dedicated voice line 36
and data line 38. The workstation 18 can be equipped with either an
internal or external modem connected to the data line 38. An operator
working at the workstation 18 can use the headset 40 for listening and
talking to the calling party via the voice line 36. In addition, the
remote switching system connected to the calling party can transfer ANI,
TNI, trunk group and class type of information to the workstation 18 by
way of the data line 38.
The workstation 18 includes a CRT screen 42 by which either the switching
system 12 or the mainframe computer 24 can provide visual information to
the operator. In addition, the workstation 18 includes a keyboard 44 so
that the operator can input data in response to a sequence of various
screen menus to provide full service for the particular type of inquiry by
the calling party. The workstation 18 includes a processor (not shown) and
one or more disk drives 46 for storing the program according to the
invention. Based on the ANI input to the workstation 18 via the data line
38, the workstation processor can interrogate the mainframe computer 24 to
access the customer data base 26. Information cross-referenced to the
particular ANI number of the calling party telephone in the data base 26
is returned to the workstation 18 and displayed on the workstation screen
42. Such information allows the operator to then know information
particular to the telephone set used by the calling party, such as the
city and address, the local time of the calling party, emergency numbers,
dialing and special instructions, the ANI number itself and the type of
telephone, such as coin, or non-coin, hotel, etc.
With respect to the TNI information forwarded by the telephone set to the
switching system 12, the operator workstation processor accesses the
mainframe computer 24 for reading the V&H file 28 to determine further
particularities with respect to the called party. Information is returned
to the operator workstation 18 and displayed on the screen 42 to inform
the operator of the number dialed by the calling party, the city and
address of the called party, as well as the local time at the destination.
In addition, and to be described in more detail below, a screen menu
concerning billing information is automatically displayed on the
workstation screen 42 to assist the operator in entering appropriate
information to complete the call and to assure that adequate billing and
collection information for the charges is available and properly recorded.
In addition, the operator workstation processor receives from the V&H file
local access transport area (LATA) data to determine if indeed the call
can be completed by the operator services organization. For example,
certain governmental and regulatory restrictions prevent various operator
services from completing intra-LATA calls, but allow inter-LATA calls to
be completed. LATA boundary information is stored in the data base 28 and
made available to the workstation 18 so that based on the ANI, TNI and
LATA information, a decision can be automatically made by the processor
and displayed on the workstation screen, thereby removing a certain amount
of decision making by the operator. Hence, an operator does not need to
analyze such information, nor purposefully consult either data base tables
or card catalogs to make a decision whether the call can be completed. On
a negative determination that the call can be completed via the system 10,
the workstation 18 is programmed to prevent the operator from completing a
connection, whereupon the operator informs the calling party by way of the
voice line 36, and returns a signal to the remote switching system for
connection to a local operator.
On an affirmative determination that the call can be completed, the
operator again consults the screen menus concerning further information
required to complete the call. For instance, the operator can communicate
with the calling party to determine if the call is to be a credit card
type, collect or other type of payment arrangement. In the event the call
is to be charged to a credit card, the operator inputs a single keystroke
on the keyboard 44 in response to the appropriate menu highlight,
whereupon the mainframe computer 24 is caused to access the credit card
verification services. Again, on an affirmative verification, an
indication thereof is displayed to the operator, and the operator can
input via the keyboard 44 information for allowing the public switching
system to complete a connection to the called party associated with the
TNI.
On the other hand, if the call is to be a collect type of call, the
operator can simply enter another key command on the keyboard 44 to cause
the switching system 12 to outpulse the TNI number for allowing the
operator to communicate with the called party. The operator can then
communicate with the called party and determine whether the collect call
billing arrangement is approved. If so, the operator can again provide an
input by way of the keyboard 44 to cause the switching system 12 to output
signalling information for allowing the public switching network to
connect the calling party to the called party. A magnetic disk unit 50 is
utilized by the mainframe computer 24 to record the calling detail records
(CDR) that are transferred to the billing process.
As can be appreciated, each operator workstation 18 is independently
programmed and is table driven to provide a fast response and provide
complete information from the various data sources to the operator by way
of the CRT screen 42. The workstation 18 and operator can interact using
the visual output on the screen 42 and the manual input by way of the
keyboard 44. In addition, the processor within the workstation 18 is
programmed to provide a sequence of menus on the screen and respond to
keyboard inputs by way of interrupt structures and circuits to achieve a
highly responsive system so that the operator can serve numerous incoming
inquiries in a short period of time. With such simplified situations, the
training of operators is also facilitated.
The supervisor workstation 20 is programmed and connected to the network 22
in a manner similar to the operator workstations 18. In addition, the
supervisor workstation 20 is programmed to receive data concerning the
busy-idle status of the numerous operator workstations 18, as well as
gather other data and statistics concerning the performance and efficiency
of the system 10, as well as the individual operators.
FIG. 2 illustrates the key layout of the keyboard 44 according to the
preferred embodiment of the invention. Various of the keys are standard to
terminal or computerized equipment. In addition, numerous keys are
programmable to define specialized functions. Certain keyboard keys are
especially adapted for selecting menus and moving a cursor with respect to
various menu items. The arrow keys 60 allow the operator to move the
cursor vertically or horizontally in a standard manner to any position on
the screen to select a menu item. Menus themselves are selected by the
"MENU" key 62. When a particular menu item has been selected by the
operator, there are two "ENTER" keys 64, either of which can be depressed
to signal the workstation processor of such selection. In the alternative,
certain menu items require data entries to be filled in on the screen by
the operator, whereupon the alphabet keys 66 and/or the numeric keys 68
can be utilized, and then the "ENTER" key 64 for signaling the workstation
processor of completion of the entry. The "CLG#" key 70, when pressed, is
effective to enter the ANI number of the calling party. The "CLD#" key 72,
when depressed, is effective to enter the TNI number of the called party.
In like manner, when the "OVS#" key 74 is depressed, the overseas called
number is entered. The "MOB" key 76 is effective to display method of
billing menus on the CRT screen 42. The "TRBL#" key 78 allows the operator
to view menus that allow the operator to report troubles with the
telephone, telephone lines or service. The numeric keypad 80 can be
utilized to enter telephone numbers, or similar numbers for outpulsing by
the switching system 12. A keyboard key 82 designated "TRANSF MENU" allows
the operator to transfer the call to a multi-lingual, rate or installation
operator. A "PAUSE" key 84 is effective to prevent the switch 12 from
sending another call to the workstation 18. Certain special conditions may
require the use of the "SUPV OVR" key 85 to be used by a supervisor, along
with a password, to extend a call to the called party that the software
would not allow to be extended. A "DIAL INST" key 86 brings instruction
menus on the screen 42 for informing the operator how to accomplish long
distance and local dialing for a calling party. The "T&C BILL SCREEN" key
88 is associated with a menu concerning time and charges and billing
information. An "ACT" (alternate carrier transfer) key 90 allows the
operator to transmit various tones via the switching system 12 to transfer
a connection from a calling party to another operator service
organization. Importantly, the workstation processor is programmed to be
responsive to the "ACT" key 90 only during the presentation of certain
menus. The workstation 18 maintains the average work time (AWT) of the
operator at that station. By pressing the "AWT" key 91 the operators can
view their current average work time. A "HELP" key 92 activation causes
the workstation processor to display various instructions and aids to the
operator, based upon the menu presently displayed on the screen, or the
menu referenced by the cursor position. A "NO ANI" key 93, is used by the
operator to select an ANI from the area code/city code table when the
telephone equipment did not sent the ANI and there is not a number posted
on the telephone that the calling party is using. A "RLS CLG" key 94, when
depressed by the operator, is effective to disconnect the calling party.
In like manner, the "RLS CLD" key 96 is effective to disconnect the called
party. A "STOP-TMG" key 98 is used to cancel any timing associated with
this call to prevent billing of any charges. A "START TMG" key 100 is
effective to start the time duration of a telephone conversation so that
such information can be subsequently transferred to a local central office
to complete the billing charges for a long distance telephone call. The
keyboard 44 further includes a "CALL RLS" key 102 to release the
respective operator workstation 18 so that the workstation is no longer
involved in the current call assistance. The depression of the "CALL RLS"
key 102 signals the switching system 12 that the associated workstation 18
is idle and ready to receive another incoming call. A "START TMG CALL RLS"
key 104 signals the switching system 12 to both release the position and
to start timing of the long distance telephone call being processed.
As noted above, the processor of each workstation 18 is programmed to be
responsive to the various keys. When the menu-related keys, such as keys
62, 76, 78, 82, and 86 are depressed, the workstation processor is
interrupted and proceeds to a routine associated with the depressed key to
carry out the function. For example, when the "TBL#" key 78 is depressed,
the workstation processor accesses a software routine which quickly
displays a | | |
