초록 ▼

A system and method for providing operator and customer services for automated telecommunications services on an intelligent overlay network (104) is disclosed. Operator and customer services are provided by an intelligent network (102). The intelligent network (102) comprises an automated call dist

A system and method for providing operator and customer services for automated telecommunications services on an intelligent overlay network (104) is disclosed. Operator and customer services are provided by an intelligent network (102). The intelligent network (102) comprises an automated call distributor (116); an application processor (118); an advanced intelligent network gateway (AIN Gateway) (120); a validation gateway (122); and enhanced operator consoles (126). The AIN Gateway provides the intelligent network with an interface to the intelligent overlay network. This allows components within the intelligent network to communicate with components in the intelligent overlay network, and vice-versa. The validation gateway provides the intelligent network with an interface to credit card validation systems (114), and is used to apply charges to customer credit cards. Enhanced operator consoles provide for efficient and seamless integration of operator and customer services to automated services running on the intelligent overlay network. Such enhanced operator consoles are provided in the form of customized application programs that are executed by the operator consoles based on the context of calls that are transferred from the intelligent overlay network.

대표청구항 ▼

[ What is claimed is:] [1.] A system for providing operator and customer services for an automated service comprising:a switch network;an intelligent overlay network coupled with said switch network comprising,switching means for receiving telephone calls from customers over said switch network;auto

[ What is claimed is:] [1.] A system for providing operator and customer services for an automated service comprising:a switch network;an intelligent overlay network coupled with said switch network comprising,switching means for receiving telephone calls from customers over said switch network;automated response means for interfacing with said customers to provide said automated service;storage means for storing information pertaining to said customers; andfirst communication means for communicating with devices outside of said intelligent overlay network; andan intelligent network comprising,distribution means for receiving telephone calls from said intelligent overlay network over said switch network and for distributing said telephone calls within said intelligent network;manual means coupled with said distribution means for providing customer and operator services to said customers;first interface means for interfacing with said intelligent overlay network;second interface means for interfacing with a credit validation system; andsecond communication means coupled with said distribution means, manual means, first interface means and second interface means for communicating within said intelligent network.